EMERGENCY MAINTENANCE PLAN

At Thryve Property, your safety and comfort come first. We’re committed to providing a proactive, transparent, and hands-on approach—especially when it comes to urgent repairs. Here’s what you need to know if something goes wrong at your property.

What Counts as an Emergency Repair?

Emergency repairs are split into two main types: essential services and other urgent repairs. If you’re unsure, reach out—Alicia is always here to help.

Essential Services

These are critical repairs listed under the Residential Tenancies Regulations 1989, including:

Burst water service – For leaks, see Water Corporation’s guide
Gas leaks – Refer to ATCO’s gas leak reporting guide
Broken hot water system
Sewerage leaks
Dangerous electrical faults – See Western Power’s emergency guide

If you’re facing any of these, a qualified repairer must be found within a reasonable timeframe. In some cases, you may need to arrange a repairer yourself—details below.

Other Urgent Repairs

These aren’t “essential services,” but if left unattended, could cause property damage, injury, or significant inconvenience—think broken windows or similar issues.

Timeframes:

For essential services: The landlord has 24 hours to arrange a repair appointment.
For other urgent repairs: 48 hours to arrange a repair appointment.
Note: The repair may not be completed within this window, but the appointment must be booked.

Before Calling Emergency Contractors

Water meter leaks/outside verge: Contact Water Corporation directly on 13 13 85 and turn off your water meter straight away if there’s a leak—turn it on only as needed until fixed.
Dangerous electrical issues: Western Power emergency line – 13 13 51.
Gas emergencies: ATCO – 13 13 52.
State Emergency Services (SES): 13 25 00.

After-Hours Emergencies

If you call a contractor after hours, they’ll confirm if your issue is an emergency or can wait.
Examples that are not emergencies: Air-conditioner or oven not working (these will be prioritised during business hours—please log requests via your AILO app).

Important:
After-hours and emergency call-out fees can be more than double the usual cost. If your repair can safely wait until the next business day, please do so. Contractors may only “make safe” until a full repair can be arranged.

If you reach voicemail, leave a clear message with:

Your name and that you’re a Thryve Property tenant
Your property address
Your contact details
A summary of the emergency

Then, email Alicia at alicia@thryveproperty.com.au with the details and the contractor you’ve contacted, so we can update the owner.

Step-by-Step Guides for Common Emergencies

Hot Water System Not Working

Gas hot water: Check the pilot light. If it’s out, follow the instructions to relight.
Make sure all taps to the system are on.
Still not working? Contact Alicia via emergency details. If it can wait, report during office hours.

Burst Water Pipe or Gas Leak

Turn off water/gas at the mains immediately.
Contact an emergency plumber (see contacts below).
Let Alicia know what happened and what actions you took on the next working day.

Blocked or Overflowing Toilet

If you have two toilets and one works, please wait until the next business day.

Break-In or Glass Damage

Report to police and get a Police Report Number.
Advise Alicia of the report number and any other damage.
If the property can’t be secured, contact a glazier.
If the property is secure, tape an X on the broken glass and keep the area safe until repairs.

Severe Property Damage (Storm, Fire, Vehicle Impact, etc.)

If there’s injury or fire—call 000.
For storm or structural damage: SES 1300 130 039.
For electrical damage: turn off power at mains and call an electrician.
For burst pipes: turn off water at mains and call a plumber.
Do not stay in the house if it’s unsafe.
Notify Alicia as soon as possible.

Electrical Emergencies

No power? Check if an appliance (kettle, toaster, etc.) caused the outage first—otherwise, you may be charged a call-out fee.
Check for area outages here: Western Power Outages Map
One power point not working? Use an extension cord until business hours.
For urgent electrical issues, call an emergency electrician.

Locked Out or Lost Keys

Tenants are responsible for locksmith costs if locked out.
During business hours, contact Alicia to arrange key collection if available.

Air Conditioning Not Working

Switch off at the main power point if it’s faulting.
Clean filters, check settings, and try resetting at the mains.
For leaking ducted evaporative units, turn off exterior water tap.
Contact Alicia the next working day for ongoing issues.

Garage Door Won’t Open

Replace remote batteries.
Reset the motor (turn off at power, wait, turn back on).
Use the manual pull cord if needed.
Contact the manufacturer if required (details usually on the motor).

Emergency Contractor Contacts

Electricians:
ADHD Electrical - 0494 149 263

Dodds Electrical – 08 9587 0222

VDW Electrical (Bunbury & Surrounds) - 08 9784 2002

Plumbing & Gas:

Plumbing Bro - 08 9500 4384

Bunbury Plumbing Services - 08 9791 4344

Locksmiths:
Master Locks – 0400 040 838

s
Glaziers:
Jays Glass – 0409 972 023
Greg’s Glass – 08 9527 8195
Rockingham Glass – 08 9527 1794

Garage Doors:

A1 Doors - 0409 080 060

Thryve Property Emergency Contact:
If you cannot resolve the issue, call our emergency line: 0488 779 146
Leave your name, address, and a brief description of the emergency. We’ll return your call if urgent, otherwise you’ll hear from us on the next business day.

At Thryve Property, we pride ourselves on being trusted, transparent, and reliable—especially when it matters most. If in doubt, reach out. We’re here to help you feel safe and supported, every step of the way.

#ThryveProperty
www.thryveproperty.com.au | alicia@thryveproperty.com.au | 0488 779 146