Troubleshooting guides

Unit is not working

• Check the mains power has not tripped.
• When the unit is going through the ‘pre-wet’ cycle it can take up to 5 minutes before the unit starts to blow cool air.
• Check the batteries in the remote are working.
• If the fan is not starting, check the wall switch or remote control and see if it is in ‘auto’ or ‘auto-timer’ mode. Try switching it to manual to check the fan operation.
• Check the zones have been set correctly on the control pad.
• Attempt a mains power reset to clear any possible fault codes within the system.
   

Further troubleshooting is available via the user manual located online.

Unit is not cooling effectively

• When it is humid and the air is very moist, evaporation levels are lower. The cooling effect of the unit is reduced in humid weather.
• Ensure the windows/doors are open. Each room with an outlet or vent should have a window open approx. 100 mm. If there is moisture build-up or condensation, the openings may not be sufficient and will need to be opened further.

The air conditioner is not working in a specific room of the property

Check the following:

• The temperature and operation mode on the remote control is correct i.e. sun for heating, snowflake for cooling.
• The filters have been cleaned. The return air vent (usually found in the hallway) will provide access to the filters.
• All areas directly below or next to the air conditioning vent are not blocked by furniture or other objects.
• The area around the outside unit (condenser) is clear to allow full circulation.

Air conditioner is not operating at all (no power to the unit)

• Confirm that the breaker has not thrown. Attempt a power reset.
• Confirm that the isolating switch on the external unit is on (where applicable).
• Confirm that the batteries in the remote control are not flat.
• Confirm that the timer has not been set in error.
• If the unit is showing a fault/error code, check the user manual for troubleshooting associated with the error.

The air conditioner blows only warm air or does not flow immediately after starting the heating or cooling operations

If this is the first time that the unit has been set to heat/cool following a change in season, then the unit can sit idle for up to 30 minutes while it is changing modes.

The air conditioner is not working in a specific room of the property

Check the following:

• The temperature and operation mode on the remote control is correct i.e. sun for heating, snowflake for cooling.
• The air flow and direction is properly controlled.
• The filters have been cleaned.
• All areas directly below or next to the air conditioning vent are not blocked by furniture or other objects.
• The area around the outside unit (condenser) is clear to allow full circulation.
   

The air conditioner blows only warm air or does not flow immediately after starting the heating or cooling operations

• The air conditioner may take up to 5 minutes to begin normal operations. Allow the unit to run for 5-10 minutes
• If this is the first time that the unit has been set to heat/cool following a change in season, then the unit can sit idle for up to 30 minutes while it is changing modes.

Air conditioner is not operating at all (no power to the unit) or not functioning correctly

• Confirm that the breaker has not thrown.
• Confirm that the isolating switch on the external unit is on (where applicable).
• Attempt a mains power reset to clear any possible fault codes within the system.
• Confirm that the batteries in the remote control are not flat.
• Confirm that the timer has not been set in error.
• Check the temperature and operation mode on the remote control is correct i.e. sun for heating, snowflake for cooling.
• Ensure the filters have been cleaned. Washable filters should be cleaned annually at a minimum, however, should be cleaned more regularly if they’re typically covered in a lot of dust and dirt.
• If the unit is showing a fault/error code, check the user manual for troubleshooting associated with the error.

The air conditioner operation stops unexpectedly, and the sound of flowing water can be heard

• It is likely not a malfunction of the air conditioner. Due to the cold weather, the system may be in a defrost cycle. Please wait 5-10 minutes.

The air conditioning unit is leaking water down the inside of the wall

• When cooling in an environment where the temperature is 30 degrees or higher, air conditioners can leak internally due to the condensation caused by having the unit set to cooling on a hot day. Set the air conditioner no lower than 22 degrees to avoid internal leaking from condensation.
• Ensure there are no external doors or windows open as the warmer air outside can cause internal leaking from condensation.
• Check if the external air conditioning drain is blocked and that the overflow pipes are free of debris.

Air conditioner has visible mould

• Clean filters at least once a month to prevent mould. To clean mould off the louvres, mix 4 parts vinegar to 1 part water, spray it on and use a micro-fibre cloth to wipe it clean.

Dryer won't start

• The door latch might not be engaging. Check the latch for lint and clean it completely so the door will close properly.
• Check the lint filter. The system may fault when there is insufficient airflow.
• Check that the power cord has not come loose from the wall socket.
• Check that mains power has not tripped.

Dryer does not heat

• Check the dryer setting. The dryer may be set to the 'Air Dry' cycle.
• The water tank may be full (where applicable). Refer to the user manual for instructions on emptying the water tank.
• The condenser may need cleaning (where applicable). Refer to the user manual for instructions on cleaning the condenser.

Clothes taking a long period to dry

• Check the lint filter. A filter loaded with lint reduces the airflow necessary for quick drying.
• Ensure the exhaust vent is clean.
• Reduce the size of each load. An overcrowded dryer does not allow clothes to tumble freely and receive heat evenly.

Additional troubleshooting

• Refer to the user manual or troubleshooting guide online for further assistance with general faults.

Electric oven or cooktop - problem with operation

• Most ovens or hotplates have a safety switch that needs to be turned on for the stove to work.
• Look for a power point in or near the kitchen that has a third switch in the middle. It may also be located  inside a kitchen cupboard.
• Check that the power cord has not come loose from the wall socket.
• Check that mains power has not tripped.
• Ensure the child lock has not been activated.

Electric oven with clocks/timers

• Many cooktops/ovens require the clock to be set/reset before they will operate. Attempt to reset the oven clocks/timers.
• Check that the clock/timer has not been set to auto. Set clock/timer for manual operation.

Additional troubleshooting

Refer to the user manual or troubleshooting guide online for further assistance with general faults.

Gas oven or cooktop - problem with operation

• Check if the LPG cylinders have sufficient gas (where applicable) and that the valve is open.
• Check that the mains gas supply has not been disconnected to the property. This can be confirmed with the service provider.
• Check that the power cord has not come loose from the wall socket.
• Check that mains power has not tripped.
• Ensure the child lock has not been activated.

Gas oven with clocks/timers

• Many cooktops/ovens require the clock to be set/reset before they will operate. Attempt to reset the oven clocks/timers
• Check that the clock/timer has not been set to auto. Set clock/timer for manual operation.

Igniters not working

• Check that the power cord has not come loose from the wall socket.
• If the igniter is battery powered, attempt to change the battery in the battery pack if possible. This is usually located underneath or beside the unit, or in the adjacent cupboard.

Igniter is constantly clicking

Check that igniter/gas burner is clean and dry. If there has been a recent spill or boil over, the igniter/gas burner may still be wet.

Additional troubleshooting

Refer to the user manual or troubleshooting guide online for further assistance with general faults.

Dishwasher won't start

• Check that the door is closed. If the door is not properly closed the dishwasher won't start.
• Check that the power cord has not come loose from the wall socket.
• Check that mains power has not tripped.

Dishwasher does not fill

• Make sure the water is turned on. Check the water supply valve normally located under the sink.

Dishwasher leaks

• Confirm that the detergent being used is specific for dishwashers. Using the wrong detergent can cause suds to leak out and potentially damage the dishwasher.

Drainage issues in yard

• During heavy rain, storm water drains may not cope with the large volume of water and may overflow. Once the rain has stopped, the water may pool for up to 72 hours before it drains away.
• Ensure that drainage is not impeded by any structures, objects or gardens. Surface drains, grates and drainage pits must be kept clear at all times.

Pooling water

• Water may pool in external patios, carports, front entry and walkways around the house for up to 12 hours after the rain stops.

Overflowing gutters

• During heavy rains, gutters may overflow due to the large volume of water. Should gutters (that can be reached with a 1.8m ladder) overflow during light rains, ensure that they have been cleaned and are free of leaves and debris.

Garage door motor not operatin

A gas leak is considered Emergency Maintenance - report gas leaks or suspected gas leaks to DHA on 139 342 

Gas leak inside the house

Isolate the gas at the meter and open all windows and doors to ensure the property is well ventilated.

Gas leak around the gas meter

• Isolate gas at the meter.
• Contact DHA to arrange a contractor to visit the property. The contractor will contact the gas provider where necessary.

Gas ducted heating not working

• Check LPG cylinders have sufficient gas (where applicable) and the valve is open.
• Check that the service provider has not disconnected the mains gas supply to the property. This can be confirmed by checking another gas appliance or contacting the provider directly.
• Turn the power off to the unit at the mains (in meter box) – leave for 10 minutes then turn it back on to reset the unit.
• Check the temperature setting on the control panel (to confirm it is set higher than room temperature).
• Check the vents and return filters are clean and clear of obstructions.
• If the issue relates to a specific area of the house, confirm that the zoning is set correctly on the control panel.
• If the room with the issue is a long way from the unit (usually centrally located in the roof) then a loss of up to 5 degrees would be considered reasonable.
• Further troubleshooting may be available via the online manual or troubleshooting guide on the manufacturers website.

A light burning smell

It is usual for a slight burning smell to be present when using the heater for the first time in the season (due to dust). Try running the unit for an hour and the smell should disappear. If smoke is evident with a burning smell, switch the unit off at the mains immediately.

No hot water - Electric system

• Check power switch to ensure it has not tripped.
• Contact the energy provider to determine if the off-peak signal was successfully transmitted to the system overnight. If the signal was not transmitted, the system will need to reheat overnight.
• If the property has only recently been occupied, the hot water system may not have had enough time to heat up.
• If the unit is on an Off Peak or Economy tariff, it may be running out of hot water during the day. Off Peak or Economy tariffs mean the hot water system only heats up for a fixed time during the night. Discuss with your energy provider about moving to alternate tariff that will allow the hot water system to heat for a longer period. Please note that changing tariffs may result in increased electricity charges.
• During the colder months, hot water may run out quicker as showers tend to be longer or more frequent.

No hot water - Gas storage system

• Confirm that there is gas to other appliances such as the cooktop. No gas to any appliances indicates that the gas supply to the property has been disconnected or is yet to be connected.
• Confirm that the shut off valve to the system or gas meter for the property has not been switched off. This will prevent the flow of gas to the unit.
• Check that pilot light is lit. Instructions on how to light the unit are typically on the back of the small cover plate at the base of the system or in the user manual.

Hot water system is leaking

• Hot water systems, whether electric or gas, have an overflow pipe (relief valve) that allows water to escape. Water dripping from the relief valve is a normal function of the unit.

No hot water - Instantaneous gas

• The unit can be reset by turning the external power switch off, turning 2 - 3 hot water taps on, and then switching the power back on. Hot water should flow through the taps after a few minutes.
• Check that the temperature is correct, the LED should displays 48-50 degrees. Water temperature may seem cooler during the winter months. The final temperature of the water often depends on how far away the tap is from the hot water system i.e. how far it has to travel along the pipes, and how cold the pipes are.

No hot water - Solar hot water system

• Confirm that the booster is switched on. During extended periods of bad weather the booster is required to heat the water.

No hot water - Heat Pump
 

• If the heat pump hasn't been on for long it will take approx. 4-6 hours for the temperature inside the tank to reach its set-point level.
• If the unit is on an Off Peak or Economy tariff, it may be running out of hot water during the day. Off Peak or Economy tariffs mean the hot water system only heats up for a fixed time during the night. Discuss with your energy provider about moving to alternate tariff that will allow the hot water system to heat for a longer period. Please note that changing tariffs may result in increased electricity charges.

Lights not working

• Check the circuit breaker in the meter box and reset if required.
• Check globe has not blown and replace as required (where it can be reached with a 1.8m ladder). This includes IXL heat lamps, fluorescent tubes, rangehood and oven globes, and downlights with changeable lamps.

Lost keys or locked out of property

• DHA does not hold spare keys for properties. If keys have been misplaced or left inside the property, a locksmith will need to be contacted to gain entry.

Push button lock stuck

• If the push button lock is stuck in, the lock may have been twisted (normally clockwise) while being locked. Try twisting the button anti-clockwise to unlock it.

Key snapped in lock

• A locksmith will need to be arranged to attend and remove the key fragment from the lock.

Key difficult to turn

• Try using a lock lubricant (available from most hardware stores).

Confirm whether the power outage is localised to the property or if there is currently supply issues in the area. The service provider's website will provide details of any power outages in the area.

Isolation Test

Where the loss of power to part or all of the property is not due to a power outage in the area, an isolation test must be performed.

• The test can be conducted by turning off and unplugging all appliances e.g. cooktop, stove, hot water system.
• Reset the circuit breaker and then turn each appliance on one at a time to check it is not a faulty appliance that is causing the issue.
• If there is an appliance causing the fault, turn off the defective appliance and reset the circuit breaker.
• Personal appliances including iron, electric frying pan, toaster, kettle and hair dryer etc are not a DHA responsibility.

Manuals

Manuals and additional troubleshooting tips can be found at the manufacturer's website.

For information on managing mould see our Mould Fact Sheet.

NBN Back-up Battery

The NBN battery is for backup purposes only and is not required for the normal functioning of the unit. It can be disconnected at any stage to prevent the low battery ‘beeping’ and the unit will continue to work as normal. Where a back-up battery is required, an application for medical priority status should be sought from the service provider.

Feral animals, possums and untended domestic animals

Note: the occupant is responsible for maintaining the condition of the pool throughout occupancy, this includes chemical treatment, cleaning of the pool and debris build up.

Pool Pump/Chlorinator not working

• Check there is power to the unit, i.e are there lights blinking/flashing or display on.
• If there is no display, check the power has not tripped.
• Check there is not a foreign object (ball/toy/other) stuck in the intake and the skimmer box is not full (where water is sucked in from the pool).
• Reset the power (turn unit off for a few minutes and back on).

Pool is green/cloudy

• Cleaning and chemicals are an occupant's responsibility.
• Clean pool with equipment provided, take a pool water sample to your service provider to have the water tested and follow instructions provided by your service provider to bring water back to correct levels.
• Check the filter for debris and empty regularly.

Pool draining (possible leak)

Check the pool pump has not been set to backwash/drain.

Pool light not working

• Check power has not tripped.
• If light is underwater, occupant is not to change it. Call DHA.

Solar heating not working
 

• During extended periods of bad weather, the solar heating may not be effective.
• Check there is power to the unit i.e., are there lights blinking/flashing or display on.
• If there is no display check the power has not tripped.

Pool fencing/gates

Pool fencing must be secure at all times. If not secured, then this is deemed as emergency maintenance. Report to DHA on 139 342.

Blocked toilets and drains

Rangehood not operating

• Check if the rangehood has an isolation switch. The switch is usually located on the wall near the rangehood or in a cupboard above. Some newer units may have an isolation switch inside the unit behind the filter.

Rangehood not working effectively

• Ensure the filters have been cleaned to remove any build up of grease.

Light not working

• Try replacing the globe in the rangehood.

Reticulation (retic) or irrigation systems are automatic underground water distribution networks that are installed in some DHA managed properties.

Broken sprinkler head

Determine how the sprinkler head was damaged. Where the damage has occurred i.e., chewed by dog/ run over by a lawn mower, it is the occupant's responsibility to arrange repairs.

Water flooding due to burst pipe

Isolate the system at the emergency shut off valve.


Water pooling in yard

Confirm that the sprinkler system is turned off. If the water continues to pool, it is generally due to a broken irrigation pipe underground.

Minor roof leaks

• Check that all gutters and downpipes (which can be reached with a 1.8m ladder) are clear of leaves and debris.

Activated security alarm

• Check the user manual for assistance with deactivating the alarm. This can be located online by searching the make and model of the alarm system.

Beeping security alarm

• Try replacing the back-up battery.

Activated or beeping smoke alarm

• Confirm that there hasn't been a power outage recently. Smoke alarms will beep at intervals following a power outage whilst the back-up battery is recharging.
• Check whether there has been an incident at or near the property that may have activated the alarm i.e. bushfire in the vicinity or burnt food.

Poor reception

• Ensure the TV has been tuned correctly and cables have not become loose.
• Poor weather may interfere with the reception. Wait till the weather improves and confirm if this has corrected the issue.
• Appliances with an electric motor, thermostat-controlled appliances and others can cause interference e.g. washing machines, power tools and refrigerators. Try turning off appliances one at a time and see if your TV reception improves.
• Street lights can cause interference with your TV reception when they turn on and off, or if a light is broken and flashing. Faults should be reported to the local council or electricity supplier.

Overgrown trees and shrubs

• Where the cutting point is below 2.5m, the tree should be trimmed in accordance with local government guidelines.

Branches overhanging fence line

• Where the cutting point is below 2.5m, the tree should be trimmed in accordance with local council guidelines, in consultation with the owner/occupier of the neighbouring property.

Cracks are fairly common in properties and can be caused by a variety of factors including ground movement, changing conditions in the environment and ageing of the building.

A crack is considered major if a 20-cent piece can be inserted into the crack. Cracks of this severity should be reported to DHA via Online Services(Opens in a new tab/window).

Issue occurs when tap is turned on

If the vibrating noise occurs when a tap is turned on, then it is generally due to air in the pipes.

• Turn the water off at the mains
• Open all cold water taps. If multi-story property start with the highest level of the house and work down to lowest level
• Flush all toilets
• Let water drain from taps and wait 30 minutes
• Turn mains water supply back on
• Wait until taps get a strong flow of water again (5-10mins)
• Close taps off. If multi-story start with the lowest tap (bottom floor) and work up to the top floor
• When toilets are filled and taps are off, flush toilets and use taps to see if vibration returns

Issue occurs when tap is turned off

• If the vibrating or banging starts when the tap is turned off, this is generally water hammer. The troubleshooting detailed above should rectify the issue.
• Another common cause of water hammer is the supply lines for dishwashers and washing machines. If the banging occurs when the dishwasher or washing machine are running, try closing the water supply taps half way.

Burst or leaking water pipe

• Confirm on which side of the water meter the pipe is leaking. If the leak is on the street side of the water meter, contact the local water authority and arrange repairs.

No water

• Confirm that there is no outage in the area. Check with a neighbour or the local water authority and confirm if there is any scheduled maintenance or faults affecting the water supply.
• Check the mains water meter and confirm that it has not been turned off.

Water leaking under sink

• Confirm that the spigot on the PVC pipe under the sink is capped off. This spigot is for the dishwasher hose to connect to. If there is no dishwasher connected, this spigot will need to be capped off. Caps are available from any hardware store.

Loss of water supply

• If the tank has no water, the system should automatically switch over to mains water supply. If it hasn't, there may be an issue with the pump. Turn the pump off at the powerpoint, wait a few minutes and turn it back on. This should reset the unit and restore mains water to the property.
• Confirm there is not an issue with the mains water supply in the area. Check that water is flowing through the taps in the kitchen.

Discoloured water

•  Check all gutters that can be reached with a 1.8m ladder are clean and free from leaves and debris.
• If the top of the tank can be reached with a 1.8m ladder, check that the leaf catcher grill is clear of leaves and debris.