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Repair Time Frames

Use the table below to find the repair you need and the time frame in which Evolve Housing will aim to attend to it. For further information, see the main Repairs and Maintenance page and the Helpful Handy Facts page.

EMERGENCY 1 FAULTS (E1) - To be made safe or complete within 4 hours
WORD FIND DESCRIPTIONS WORK Description TIMEFRAME
pipe, leak, water, urgent Make safe major water pipe work/plumbing work failure causing significant water loss – unable to isolate Repair or make safe major water pipe work/plumbing work failure causing significant water loss 4 hours
sewer, waste, choke blockage Sewer/waste pipe choke or blockage Clear sewer/waste pipe choke or blockage 4 hours
sewer, urgent, waste, internal Make safe major sewer or waste overflow INTERNAL to premises including INTERNAL common areas Repair or make safe major sewer or waste overflow internal to premises including internal common areas 4 hours
gas, urgent Make safe gas leakage unable to isolate Repair or make safe gas leakage 4 hours
electrical, urgent Make safe electrical danger unable to isolate Repair or make safe electrical danger & Response Time Premium 4 hours
urgent Make safe within 4 hours other significant URGENT REPAIRS not covered by the E1 – Assistance/Asset manager approval 4 hours

 

EMERGENCY 2 FAULTS (E2)To be made safe or complete within the same day
WORD FIND DESCRIPTIONS WORK Description TIMEFRAME
pipe, leak, water Significant water leak in pipe work/plumbing work – able to isolate MINOR LEAK Repair water leaks in pipe work/plumbing work 8 Hours
external door, lock, security External door (other than glass external door) cannot be secured adequately – no significant security threat Repair external door set (other than glass external door) 8 Hours
external glass door, security External GLASS door cannot be secured adequately – no significant security threat Repair external glass doors 8 Hours
window, glass Window glass smashed and/or cannot SHUT window (NOT for window locks) Repair window 8 Hours
sink, shower, basin, blockage Sink/shower/basin choke or blockage Clear sink/shower/basin choke or blockage 8 Hours
toilet, flush Toilet not working – not flushing Repair toilet to make functional 8 hours
gas Gas leak – able to isolate Repair gas leak 8 hours
electrical, light, stove/cook top/ power No Power &/or Lights working in the dwelling at all Repair/replace Power &/or Light &/or Other Electrical Circuit(s) to restore power. 8 hours
Gas stove/cook top/ HWS No Power &/or Lights working in the dwelling at all Repair/inspec gas item 8 Hours
floor Large holes in floor Repair floor to make safe 8 hours
garage door Unable to secure garage door – direct access to internal of dwelling Repair garage door to make secure. 8 hours
lights, stairwell No lights at all – stairwell of common area in building or grounds area Repair/replace Internal Common Area lights. 8 hours
smoke alarm Smoke alarm not working Repair/replace smoke alarm. 8 hours
board up Board up and/or secure property due to potential vandalism – Assistance/Asset manager approval Board up windows/doors of dwelling with approved materials 8 hours
roof, leaks Major roof leaks Repair roof to stop major roof leaks 8 hours

 

EMERGENCY 3 FAULTS (E3) Faults – To be completed within nominated timeframe (48 hours or 72 hours)
WORD FIND DESCRIPTIONS PRIORITY TIMEFRAME
water, hot, electric Electrical hot water service not working properly E3 48 hours
water, hot, gas Gas hot water service not working properly E3 48 hours
door, internal No privacy door won’t close – bathroom/toilet internal door ONLY E3 72 hours
lights, grounds Some lights not working in the common area buildings or grounds E3 72 hours
door, lock, window, screen Entry door, window, screen door difficult to lock or unlock E3 72 hours
handrail Handrail or grabrail loose E3 72 hours
stove, electric Electric stove not working E3 72 hours
stove, gas Gas stove not working E3 72 hours
water, tap, leak, spout, drip Minor water leaks including dripping from taps, meters or spouts E3 48 hours
TV / aerial / antenna ACH issued common area TV antenna only E3 72 hours
garage, door, unlock Garage door will not unlock – use only when can access to dwelling is through garage. E3 72 hours
clothes, line No clothes line available at all and required in a short timeframe – mainly common area – - Assistance/Asset manager approval E3 72 hours

 

NON URGENT Items/Asset manager approval required
WORD FIND DESCRIPTIONS TIMEFRAME
basin Basin not operational and repair required now 20 working days
blind Blinds broken and repair required 20 working days
clothes, line Clothes line broken and repair required now 20 working days
cupboard, wardrobe, drawer Cupboard, wardrobe or drawer requires minor repair 20 working days
screen door, external door External door including screen door ongoing issues and minor repair required now 20 working days
fan, bathroom, exhaust Fan in bathroom not functioning properly 20 working days
internal door Internal door repair required now 20 working days
letter, mail No mail box or mail box not functional to Australia Post requirements 20 working days
Lights Common area lights coming on at wrong times and some not working 20 working days
pest Pest problem on if ACHL has responsibility 20 working days
lights, power Some lights not working, power point not working and required now 20 working days
recall,on order Tenant advises recent work has failed – review WOs for confirmation of tenant advice 20 working days
window, glass Window glass cracked, window lock broken repair required 20 working days

 

Other Faults
WORD FIND DESCRIPTIONS TIMEFRAME
technical, inspection Technical inspection required for ongoing issues that need immediate action 72 hours
technical, inspection Technical inspection required to review new work request or escalation of work on POW 20 working days
lift Lift not working – essential services contract
essential Essential services contract repirs only
ADS Asset Dwelling Service – Asset Team use only as per agreed program
SOW Schedule of Works – Asset Team use only as per agreed program
LCQ Lifecycle Quota – Asset Team use only as per agreed program
vacant Vacant Restoration 5 working days
lawns, mowing Lawns, Grounds and Cleaning – Asset Team use only as per agreed program
special Special Works – Asset Team use only 20 working days
heritage Heritage Works – Asset Team use only 20 working days
major modification Major disability modifications – Asset Team use only 20 working days
structural Structural repairs – Asset Team use only 20 working days
lease Long-term lease refurbishment – Asset Team use only 15 working days
smoke, lease Short-term lease smoke alarm service – Asset Team use only as per agreed program
acquisition Acquisition Upgrade – Asset Team use only 10 working days
fire upgrade Major Fire Upgrade required as a result of a fire – Asset Team use only 10 working days
fire repairs Fire Program Repairs – Asset Team use only 5 working days

Click the link to download this ACHL Repair Time Frames Table.


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