Response times for maintenance
Information for Queensland public housing tenants
We respond to maintenance requests in order of urgency from the time you report the problem.
These are typical maintenance response times:
Immediate: 1-hour response
Any fault that could lead to death or injury, or serious damage to the property, such as:
- gas leaks
- fire
- exposed live electrical wires in an accessible location
- seniors or incapacitated tenants who are locked out of their home at night
- burst pipes within the building.
Urgent: 4-hour response
Any fault that could endanger health or cause extensive damage to the property, such as:
- no lights or power
- serious storm damage
- serious water penetration
- burst water pipes outside the building
- fully blocked sewerage
- seniors or incapacitated tenants who are locked out of their home during the day
- smoke alarm not working
- building being unsecured after forced entry (break-in)
- major structural damage endangering the occupants.
Priority: 24-hour response
Faults that cause serious inconvenience to the customer, such as:
- blocked drains (minor)
- toilet cistern not working or overflowing
- broken locks (external doors)
- broken windows
- no power to multiple lights
- security lights not working
- lights not working in common area.
Priority: 7-day response
- hot water system not heating properly
- stove/oven not working properly
- power points not working
- leaking gutters or downpipes but not causing damage or flooding
- external door damaged but can still be secured
- fencing and/or gates broken
- uneven hard paving
- leaking roof.
Normal: 14-day response
Faults that cause inconvenience or could affect the property’s value in the long term, such as:
- dripping taps
- water hammer (noisy pipes when you turn taps on)
- doors jamming
- trees that need lopping
- faulty internal door locks.
More information
- Requesting maintenance
- Maintenance staff at your home
- Planned maintenance and upgrades
- Home improvements
- Modifications to your home
- Maintenance debts