Purpose

 

To ensure all properties are maintained at appropriate levels by ensuring required repairs are identified and completed in a reasonable time.  Furthermore, we are committed to protecting the value of the properties we manage.

 

Policy

 

• All repairs and maintenance requests are reported to Maintenance contractor within 24 hours of the manager being notified.

• Repairs that are not completed by Maintenance contractor in the required timeframe are followed up by the manager within 24 hours of being notified by the tenant.

• To keep records of all repair requests in an orderly manner so follow up can be handled in a smooth manner.

 

Required maintenance Procedure

 

A tenant may request a repair to the manager, either verbally or in writing.  The manager may also identify a required repair.

 

The Manager will enter a requested repair in an email proforma including

• The Location of the required repair

• The nature of the required repair

• The date (and time for urgent or emergency repairs)

• The category of the repair (emergency, urgent or routine)

• Contact details of the person to be contacted by the contractor for access when repairs are inside a tenant’s room. (Where the repair is inside a tenant’s room and the tenant is not able to be home while repairs are carried out, the manager will provide entry to the room for the contractor, once gaining the tenant’s permission).

 

Responsive Repairs Categories

 

Emergency (24 hour repair time) – Burst water services, blocked or broken sewerage systems, serious roof leaks, gas leaks, dangerous electrical faults, flooding, storm or fire damage, failure of electricity, gas or water supply, failure of breakdown of any essential service or appliance, serious damage or fault in a lift of staircase.

 

Urgent (48 hour repair time) – Any required repair that does not fall into the above, but is causing a significant inconvenience to staff or tenants.

 

Routine Maintenance (14 day repair time) – any other repair required, that does not fall into the above.

 

Property Inspections

 

The manager will perform an inspection of each room across it’s long-term housing properties on an annual basis.  This inspection will be performed in the first 2 weeks of May each year.

 

The inspection will consider any hygiene issues and make sure all tenants are residing in conditions in accordance with the terms of their lease and the residential tenancies act.

 

Each year as part of each property’s annual inspection the manager will consider any maintenance issues that arise from the inspections for repair or improvement.  The manager will consult with tenants on their ideas for improvements.  This excludes immediate repairs (see above) and focuses on:

• Preventative maintenance that reduces the need for immediate repairs

• Improvements that will reduce energy and water use

• Long term maintenance such as painting/ bathroom upgrades

 

Tenant Damage

 

Where damage is caused by tenant the process will be as follows:

• The manager will inform the tenant that they will have to pay for the damage

• IESHG will arrange for a contractor to complete the repair and pay for the repair.

• Such repairs will not be submitted as a maintenance request to the

maintenance contractor

• The tenant will be given a statement showing the cost of the repair

• Where the tenant cannot make payment immediately, payments may be made with the rent payment over a period of up to six months.

 

Vacated Maintenance

 

The CEO will inspect all vacated rooms, using the following checklist

• State of Paint

• Power points and TV aerial point

• Operation of Door Lock

• Operation of Window winders

• Fly wire

• Window Blinds

• Light fitting

Where any of these items require repair, the procedure for immediate repairs followed.  The room will be cleaned, and the mattress replaced with a new one.

 

Request for Modifications

 

When a disabled or elderly resident, or those with other special needs, requests a modification to their room, the manager will arrange for an occupational therapist to visit the resident and access their needs.  The occupational therapist will then provide a recommendation to IESHG if modifications are required.  The manager will offer this service to new tenants with special needs, or those who develop special needs.

 

Restricted Security System Policy

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Policy Statement

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IESHG provide accommodation to tenants across a number of different sites in various types of housing.  IESHG understands the need for a keying system that meets it needs.

The Restricted Security System policy and procedures have been developed to meet tenant needs in relation to physical security, as well as uniform access for IESHG personnel to minimise opportunities for theft and damage to its property or harm to its tenants.

IESHG management is responsible for Restricted security system procedures.

Maintenance of locking systems is an aspect of maintenance that crosses the categories of responsive and cyclical maintenance.

 

Policy

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All properties managed by IESHG are to be secured on a Restricted Security Systems.  Under this system keys cannot be duplicated without authority from IESHG.  This is a major asset for tenant safety and a cost-saving for the IESHG in terms of not having to change locks at the end of a tenancy.  Lock on all individual tenant’s units must remain on the IESHG Master Key system.  All locks on the Master key system will be BiLocks.  BiLock systems enable IESHG to recombinate or change lock access within seconds. It is no longer necessary to remove the entire cylinder housing for a compromised area to be secured.

Procedure

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• Master systems

All tenants will be issued with a restricted BiLock key that will be restricted to operate the front door to their unit, all external doors of the property as well as security screen doors if applicable.  Tenants will only be issued with their restricted BiLock key once they have signed a residential tenancy agreement.  At the end of each tenancy, the tenant is required to return their restricted BiLock key to IESHG.  If their restricted BiLock key is not returned upon the ceasing of their tenancy, the lock cylinder of their unit will be changed so that their restricted BiLock key will no longer provide access to the vacated unit.

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• System Management

IESHG takes responsibility for changing of locks and key replacement within Master Systems.  IESHG will maintain a register for all keys on master systems and this should be updated each time a lock is changed and/or key replaced.

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• Lost keys

Tenants are held personally responsible for the security of their restricted BiLock key.  If a restricted BiLock key is lost by a tenant, they will need to contact IESHG for a replacement restricted BiLock key.  The tenant is responsible for the cost of purchasing a replacement restricted BiLock key.

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• On-site Key safe

IESHG provides independent living social housing to tenants from a wide variety of backgrounds with various personal issues.  IESHG properties are not managed on a 24 hour 7 days a week basis.  IESHG operates only during business hours and as such are not always able to be present on site when an emergency arises.  Due to the nature of social housing, IESHG is aware that a number of its tenants do suffer from multiple health and personal issues and from time to time these issues can present serious personal risks to the health, safety and wellbeing of the tenant concerned.

As a result of this understanding, IESHG has decided to place a key safe on site at each of its properties which contains a master key.

This key safe is secured onto a brick wall with a code that is only accessible by IESHG staff.  The code to this key safe is changed on a 3 monthly basis as well on each occasion after the key safe is accessed to ensure greater security.

Access to the key safe is only made available to emergency services i.e. Melbourne Fire Brigade, Police, Ambulance and Crisis Assessment and Treatment Team.  This key is to be accessed and used only in extreme circumstances when IESHG staff are not able to attend the property outside of business hours.

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• Fire Safety

IESHG Rooming house properties are fitted with direct automatic alarm detectors that activate under certain conditions. On activation of these detectors a signal is sent to Emergency Communications Victoria (despatch centre) via the monitoring provider, and fire appliances will be turned out to the site according to prearranged turnout requirements.  The local MFB branch in the area of a property under IESHG management may also require access to individual units in the case of emergency.  In the case of an emergency the local MFB unit will have access to a master key that can be used to gain access to a unit.

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Minimum Standards for Rental Agreements

Electrical Safety
From March 29, 2023, all power outlets and lighting circuits must be connected to a compliant switchboard-type Circuit Breaker are to be connected to:
  • a switchboard-type Residual Current Device that complies with— ▪ AS/NZS 3190, "Approval and test specification—Residual current devices (current operated earth-leakage devices)", as published from time to time; or
  • AS/NZS 61008.1, "Residual current operated circuit-breakers without integral overcurrent protection for household and similar uses (RCBOs): Part 1: General rules", as published from time to time; or
  • AS/NZS 61009.1, "Residual current operated circuit-breakers with integral overcurrent protection for household and similar uses (RCCBs) Part 1: General rules", as published from time to time.
 

An electrical safety check of all electrical installations, appliances and fittings provided in the rented premises every two years by a qualified professional in accordance with AS/NZS 3019 "Electrical installations—Periodic verification". Maintain records of the most recent electrical safety check including the licenced professional's details, the date of the check, the results of the check and any further servicing or repairs required, and a report prepared in accordance with AS/NZS 3019, "Electrical installations—Periodic verification".
 

A copy of this information must be provided to the renter within 7 days of a request in writing.
The date of most recent electrical safety check, and any outstanding recommendations for works from that check, must also be included as part of the information disclosed to the renter prior to commencing date of the rental agreement.
 

IESHG will pay the cost of any electricity supplied to the premises as long as IESHG is in breach of its obligation to have installed an electrical device which is of the prescribed rating, including where replacement of the device is required as part of urgent repairs. Where an electric appliance fitting or fixture at a rented premise needs to be replaced by IESHG, IESHG must ensure that the replacement has an energy efficiency of at least the standard required in accordance with regulation 23.

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Scope of works: Electrical safety checks

 

Summary
Electrical Safety Check of entire electrical installation, fittings and fixtures - power and light outlets, megger test wiring and service/test smoke alarms. Occupied unit.
 

Details
Check entire electrical system/installation to occupied unit including all electrical installations, fixtures, fittings, power outlets, lighting points and unit appliances etc. in accordance with Section 4 of AS/NZS 3019 Electrical Installations – Periodic Verification (as published or amended from time to time).
Policy and Procedures Manual
Inner East Social Housing Group Limited Version – March 2025
105 of 125
Check, re-terminate, adjust, repair, tighten screws (fixing and terminal), repair burnt/damaged wiring, (sleeve if required). Disconnect smoke alarms, remove all globes/lamps, disconnect/unplug appliances and megger test whole installation with the switches in the "on" position. Check and megger test main earth and repair if necessary. Clean switchboard and refix if required. Reconnect appliances and reset as required. Check & reload fuse wedges to correct ratings or reset circuit breakers. Injection test RCD's, test and service all smoke alarms.
Check all gas installations are electrically safe. Record license or registration number of electrician, results of check/tests and any repairs required in report consistent with AS/NZS 3019 Form 1 & 2 and attach to ITP.
Undertake identified repairs using appropriate Schedule of Rates items. Record design, make, model, serial number and location of electric appliances (stove/oven, water heater, heater, split system) in ITP. Serial number recorded only where easily accessible on appliance. Record each smoke alarm location and expiry date in ITP. Replace smoke alarms that have an expiry date in less than twelve months’ time, using appropriate Schedule of Rates item.
 

Gas Safety
Where a gas safety check has not occurred in the past two years at the time the renter occupies the rented premises, the rental provider must arrange a gas safety check as soon as practicable.
The following checks must be inspected as part of a gas safety check:
  ▪ LPG cylinders and associated gas components are correctly installed;
  ▪ appliance gas isolation valves are installed where required by AS/NZS 5601.1 "Gas installations";
  ▪ gas appliances and their components are accessible for servicing and adjustment;
  ▪ that the gas installation is electrically safe;
  ▪ that clearances from appliances to combustible surfaces are in accordance with installation instructions and AS/NZS5601.1 "Gas installations", as published or amended from time to time;
  ▪ that there is adequate ventilation for appliances to operate safely;
  ▪ that gas appliances (including cookers) are adequately restrained from tipping over;
  ▪ checking the condition of gas appliance flue systems including chimneys; and
  ▪ checking gas appliances for evidence of certification.
A gas safety check also includes a basic service of gas installations and fittings, including:
  ▪ a clean of all dust and debris from appliances including burner, pilot, fan, filters and air intakes;
  ▪ a check of the integrity of the heat exchanger;
  ▪ a check of the gas supply and appliance operating pressures;
  ▪ a check that the gas appliance burner ignition is reliable and complete;
  ▪ a check for any gas appliance flame abnormality;
  ▪ a check of the operation of the gas appliance, including safety devices; and
  ▪ a combustion spillage test in accordance with Appendix F of AS4575 "Gas appliances—Servicing of Type A appliances" after service or repair of the heater.
 

A record of the most recent gas safety check will be retained including the licenced professional's details, the date of the check, and the results of the check and any further servicing or repairs required. A copy of this information must be provided to the renter within 7 days of a request in writing.
 

The date of the most recent gas safety check, and any outstanding recommendations for works from that check, must also be included as part of the information disclosed to the renter prior to commencing date of the rental agreement.
 

IESHG will pay the cost of any gas supplied to the premises as long as the rental provider is in breach of its obligation to have installed a gas device which is of the prescribed rating, including where replacement of the device is required as part of urgent repairs. Where a gas appliance, fitting or fixture at a rented premise needs to be replaced by the rental provider, IESHG will ensure that the replacement has an energy efficiency of at least the standard required in accordance with regulation 23.
 

Heating

From 29 March 2021 until 28 March 2023, a heater must be installed in the main living area of the premises and be in good working order. Any new heater installed from 29 March 2021 (other than in a class 2 building) must also be an energy efficient fixed heater (a non-ducted air conditioner or heat pump with a 2-star rating or greater, a gas space heater with a 2 star rating or greater, a ducted heating or hydronic heating system, or a domestic solid fuel burner).
If the rental premises is in a class 2 building (e.g. an apartment block), the rental provider must install an energy efficient fixed heater unless it would be unreasonable to do so.
It will be unreasonable to install an energy efficient fixed heater if:
  • The cost of installation would be significantly higher than the average price of installation in a Class 2 building; or
  • Owners corporation rules prohibit installation of the appliance; or
  • Compliance with any other Act or local law makes the cost of installation prohibitive.
 

An energy efficient fixed heater in good working order is to be installed in the main living area of the rented premises unless: 1) the building is a class 2 building and 2) it would be unreasonable to install an energy efficient fixed heater. If this is the case, a fixed heater in good working order that is not energy efficient may be installed instead. The regulations define a fixed heater as a heater that is not designed or manufactured to be portable.
Heaters which are either gas or electrical installations, fixtures or appliances must undergo the safety checks and servicing as required by the regulations.
IESHG is now liable to pay the cost of any gas supplied to the premises as long as the rental provider is in breach of its obligation to have installed a gas device which is of the prescribed rating, including where replacement of the device is required as part of urgent repairs. Where a gas space heater at a rented premise needs to be replaced by IESHG, IESHG must ensure that the replacement has an energy efficiency of at least the standard required in accordance with AS/NZS 5263.1.3, "Gas Appliances Part 1.3 Gas space heating appliances" and a certification through an acceptance scheme authorised under section 68 of the Gas Safety Act 1997
 

Locks
All external entry doors that are not able to be secured with a functioning deadlock (other than any screen door attached to an external door) must at least be fitted with a locking device that is operated by a key from the outside, or may be unlocked from the inside.
 

Vermin Proof Bins
A rubbish bin and a recycling bin must be supplied which are provided by the local council or vermin proof and compatible with local council collection.
 

Bathroom
Property must have a bathroom connected to a reasonable supply of hot and cold water and containing a wash basin and a shower or bath.
Any shower head must have a 3-star rating, unless it cannot be installed or will not operate effectively due to the age, nature or structure of the plumbing.
Toilet must be in good working order, installed either in the bathroom or a separate toilet room or laundry.
 

Kitchen
Property must have a dedicated area for cooking and food preparation including:
  ▪ A dedicated area which is intended to be used for cooking and food preparation.
  ▪ A sink in good working order that is connected to a reasonable supply of hot and cold water.
  ▪ A cooktop in good working order that has 2 or more burners.
  ▪ Additionally, any oven must be in good working order.
 

Laundry
Any laundry facilities must be connected to a reasonable supply of hot and cold water
 

Structural
The rented premises are to be structurally sound and weatherproof.
 

Mould
Each room must be free from mould and damp caused by or related to the building structure
 

Windows
Each window in a room that is likely to be used as a bedroom or as a living area is to be fitted with a curtain or blind that can be opened or closed by the renter to reasonably block light and provide reasonable privacy.
All external windows that are capable of opening must be able to be set in a closed or open position, and have a functioning latch to secure the windows against external entry
 

Lighting
Interior rooms, corridors and hallways must have access to adequate light, whether natural or artificial.
Each habitable room must have access to adequate natural light (including borrowed light from an adjoining room) during daylight hours, and adequate artificial light during non-daylight hours.
 

Ventilation
Each habitable room, bathroom, shower room, toilet and laundry must have adequate ventilation to the relevant building code for the class of building.

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Review

This policy was reviewed in April 2024. It is scheduled for review by April 2027.