Renter Information

Email repairs@emeraldhillre.com.au with a description of the problem, the property address and photographs where possible. Photographs help us brief the right trade first time and often avoid an unnecessary visit.

Non-urgent requests are actioned during office hours, Monday to Friday, 9am to 5pm. For anything urgent, see below.

If the issue is an urgent repair as defined below and cannot wait until the next business day, contact the relevant trade directly:

• Plumbing — Focus Plumbing, 03 9471 2833
• Electrical — Frontside Services, 03 7036 2452
• Locksmith — Ace Locksmiths, 03 9534 0586
• Flood or storm damage — State Emergency Service, 132 500

During business hours please also call the office on (03) 9686 8860 so we can coordinate the repair and keep the owner informed.

In a life-threatening emergency, call 000 first.

Urgent repairs are defined by Consumer Affairs Victoria. Please use the emergency contacts above only for genuine urgent repairs:

• A burst hot water service
• A blocked or broken toilet, or broken sewerage fittings
• A serious water or gas leak
• A dangerous electrical fault
• Flooding or serious flood damage
• Serious storm, fire or impact damage
• A failure or breakdown of gas, electricity or water supply
• A failure or breakdown of any essential service for hot water, water, cooking, heating, cooling or laundering
• Any fault or damage that makes the property unsafe or insecure

The full list is published by Consumer Affairs Victoria.

All renter enquiries are handled by our property management team at rentermanager@emeraldhillre.com.au, or by phone on (03) 9686 8860.

Please send maintenance requests to repairs@emeraldhillre.com.au rather than the general address, so they reach the right person without delay.

Give notice in writing. Email your notice of intention to vacate to rentermanager@emeraldhillre.com.au. At least 28 days notice is required, and the vacate date cannot fall before the end of a fixed term agreement. If you need to end a fixed term early, contact us to discuss the options.

Clean once the property is empty. Leave the property as recorded in your entry condition report, allowing for fair wear and tear. Clean windows, sills and tracks inside and out where they can be reached safely, and clear balconies of rubbish. Book any professional cleaning about a week before you vacate, as cleaning is the most common cause of a delayed bond refund.

Return every key. Hand back all keys, swipes, fobs and remotes issued at the start of your agreement. Rent continues to be charged until they are returned.

Arrange final meter readings. Contact your utility providers directly. Please leave the electricity connected for five business days after you vacate so the final inspection can be completed.

Cancel any automatic payments. If you pay rent by direct debit, cancel it after your final payment.