Report a Repair

IMPORTANT NOTICE FOR ACHL CUSTOMERS IN NEW SOUTH WALES

For ACHL customers who live in lockdown affected areas, maintenance will be conducting Emergency and Urgent works only. This will be until such time the lockdown has been lifted.

If any Emergency and Urgent works are required, ACHL will do the neccessary COVID-19 checks before any works commence as per our normal process.

All other works will resume when lockdown has been lifted and it is safe to do so.

We appreciate your understanding and cooperation during this difficult time.

If you have any questions, please contact our Call Centre on 1300 245 468.

ACHL carries out repair and maintenance work on its properties to keep your home in good condition. It is important to keep our houses safe and secure to extend life expectancy.

ACHL undertakes different types of maintenance – routine, urgent and immediate.

Routine Repairs

Are responded to within 14 to 21 days depending on the State. Problems such a broken soap holder or a loose shower rail.

Urgent Repairs

A response is provided within 24 hours to 7 days depending on the request and State you are in.  (e.g. loss of power, leaking tap).

Emergency Repairs

A response is provided with 4 hours to 24 hours if the issue has an imminent threat to the tenant’s safety or there is a risk of serious property damage. (e.g. Fire or Flooding). The response times vary in every State.

Repairs

How can I report a repair?

ACHL relies on its tenants to lodge a repair request to be able to undertake any repair and maintenance work. Tenants should report any repair, however big or small directly to our Customer Service Centre, it is your responsibility to notify ACHL as soon as you are aware of a maintenance issue. This is because if it isn’t reported the issue may cause further damage to your home.

You should report a repair request as advised during the tenancy sign up process. Should you have any issues then please contact your Housing Officer.

ACHL’s business hours are 9:00am – 5:00pm Monday – Friday.

Outside of these business hours, we will process emergency repair requests only. Any requests that are not considered emergency will be processed on the following business day.