Shelter Real Estate manages repairs and maintenance in accordance with the Residential Tenancies Act 1997 (Vic).
This page explains:
Can it wait?
Urgent repairs are issues that make the property unsafe or difficult to live in and cannnot wait until the next business day.
Examples of urgent repairs (as defined by law) include:
For example, items such as burst water mains need to be attended to immediately, but a blocked toilet if another toilet is available can wait until the next business day. No heating or hot water working late at night can usually wait until the morning.
To notify Shelter of an urgent repair at any time, including after hours:
Email: pm@shelterrealestate.com.au
Text: 0480 099 722
Please include:
Providing notice fulfills your obligation to notify the agent immediately.
Before arranging an urgent repair, renters should:
This assists in avoiding unnecessary call‑out fees.
If an urgent repair occurs outside business hours, renters may contact an approved trade directly.
These trades have been instructed to only respond to urgent repairs.
Non‑urgent works will not be approved after hours.
Air Co Services — 0433 718 650
Ashburton Plumbing — 0418 389 631
Nextgen — 0411 427 696
Auburn Electrical — 0419 341 052
Kon the Locksmith — 0412 558 850
Lockness Locksmiths — 0404 882 413
SES — 132 500
If you contact a trade, please also email Shelter with:
You need to try the approved trades first. If no approved trade responds within a reasonable time, the renter may:
Shelter will review the matter on the next business day
Emergency and after‑hours services are strictly for urgent repairs only that cannot wait until the next business day.
If a renter engages a trade for:
or the trade is not on the above approved trade list the renter may be personally responsible for any costs not considered reasonable or urgent under the Act.
If you choose to use an after hours service for an issue that can wait until the next business day, then you will be responsible for the after hours call out fee.
Disputes commonly arise due to the excessive after hour call out fees charged by a trade. A good rule of thumb to use is if it you were responsible for paying, could it wait a few hours until the next day or would you pay the extra after hours premium call out fee.