When there is an imminent threat of danger to life, health, or property,
Call 000 immediately.
Who Pays for the Cost of a Call-Out?
If you contact a contractor after-hours, please be aware that you may be responsible
for the cost if the repair is not classed as an urgent repair under the
Residential Tenancies Act 1987, or if the issue is found to be caused
by the tenant.
- If the repair is deemed non-urgent or is the tenant’s responsibility, the invoice will be on-charged to you.
- If you arrange a contractor not authorised by Hagen & Co, you may be liable for the full cost.
Before Contacting a Contractor After-Hours
- Confirm the issue is an urgent repair (e.g., burst pipe, dangerous electrical fault, gas leak, security hazard).
- If safe, take temporary measures (turn off water at mains, isolate power) until the next business day.
- Only contact the approved trades and services listed below.
Approved Emergency Trades & Services
Locksmiths
Plumbing & Gas
Electrical
Water Supply
Gas Leaks
ATCO Gas Emergency: 13 13 52
Storm Damage / Structural Hazards
SES (State Emergency Service): 132 500
What ISN’T an Emergency?
Not all issues qualify as urgent repairs under the Residential Tenancies Act 1987. Examples include:
- Noise Complaints: Call Police 131 444 or Local Ranger; put complaint in writing to strata.
- Theft, Graffiti & Vandalism: Report to Police 131 444 and notify management in business hours.
- Lost or Missing Keys: Contact a locksmith at your cost; notify your Property Manager.
- No Internet or TV Reception: Contact your ISP or check NBN outages.
- Leaking or Dripping Taps: Not urgent unless water cannot be isolated; otherwise report next business day.
Important
- Only tenants named on the lease can authorise repairs. We cannot take instructions from guests, visitors, or holiday occupants.
- Non-urgent repairs must be reported via the
Tenant/Owner Portal
or during business hours.