Request a repair

An urgent repair is something in your home that affects your safety or security. If you need an urgent repair, we’re here to help. A contractor will attend your home within 4 hours. Just call us on 1800 004 300 – 24 hours per day, 7 days per week.

Examples of urgent repairs include:

• Burst water pipes
• Blocked or broken toilets
• Serious roof leaks
• Gas leaks
• Dangerous electrical faults
• Flooding or major water damage
• Failure of essential services or appliances for hot water, cooking, heating, or laundry (provided by Hume)
• Significant security issues or faults making your home unsafe

We also recommend having contents insurance to protect yourself from unexpected costs for damage or replacements. Your safety and comfort are our priority. Reach out if you need assistance or read our Repairs and Maintenance factsheet here.

If your repair issue gets significantly worse, or you feel an issue will cause more damage if it is not fixed soon, call us on 1800 004 300 to speak to our repairs team.

Acknowledgment: We will confirm receipt of your request.

Assessment: Our team will assess the issue and prioritise the repair based on urgency. You will be provided with a work order reference number.

Resolution: A qualified technician will be scheduled to complete the repair within the appropriate timeframe. They will contact you to book an appointment.

Tips for a Smooth Process

• Provide clear details about the problem.
• Share photos if possible to help us understand the issue.
• Ensure safe and easy access for our contractors and employees.

Helpful Phone Numbers

• Emergency Services – 000
• State Emergency Service  (SES) – 132 500
• Gas leaks – 1800 676 300
• Electricity - 13 13 88 (Emergencies Loss of supply, fallen wires, or another electrical emergency)
• Water Emergencies – 13 20 90

You may be charged for repairs if:

• Damage was caused intentionally or through neglect by you, your household, visitors, or pets.
• Your home was not kept clean or returned to a reasonable condition at the end of your tenancy (beyond fair wear and tear).

Examples of chargeable repairs:

• Broken windows
• Damage to walls, cabinets, or carpets (e.g., burns, punctures)
• Blocked drains caused by cooking oils, food, or hair
• Lost keys, remotes, or lock replacements
• Damage to clotheslines, locks, or power outages caused by faulty appliances
• Removal of abandoned furniture, rubbish, or vehicles after your tenancy ends

If Hume repairs these issues, the cost will be added to your account, and you’ll receive an invoice for payment.

If you believe you’re not responsible for a charge, you can contact us by:

• Calling 1800 004 300
• Emailing feedback@humehousing.com.au
• Submitting an online form on our website
• Reading this page that details information on complaints and appeals

For more information, you can read our repairs and maintenance factsheet here.

We’re here to help if you have questions or need assistance.

As outlined in your Tenancy Agreement with Hume, you are responsible for:

• Keeping your home clean, including cleaning windows, ovens, stoves, bathrooms, and removing cobwebs.
• Managing pest control for ants, cockroaches, mice, and rats.
• Handling minor maintenance like replacing light bulbs and clearing gutters.
• Maintaining gardens by mowing lawns, watering, weeding, and pruning.
• Preventing and repairing any damage caused by you, your household, visitors, or pets.

We understand you may want to make changes to your home. However, any changes must be approved by Hume before they are made.

Types of Changes You Can Request: 

Modifications 
These are changes to help you live more independently, like grab rails or ramps, especially for customers with disabilities or those aging in place.

To discuss your needs, contact your Neighbourhood Officer or Supported Housing Coordinator. They’ll assist with the application, and our maintenance team will handle the process with the right contractor. You can also read our Modifications policy here.

Alterations 
These are personal changes or improvements, such as installing air conditioning. Alterations are done at your expense, and if approved you’ll be responsible for maintaining anything you install. You can read our Alterations policy here.

Important Note: 
If your home is rented by Hume through a real estate agent or private owner, we’ll forward your request to the agent and keep you updated in line with the Residential Tenancies Act 2010.

We’re here to help with your requests—reach out to discuss your options!