Tenant Help

If you are an existing Tenant of Pearl Property Co, please click on the button below to access the Tenant Handbook.  The handbook has helpful information to assist you with troubleshooting issues at the property along with the emergency contacts list.

Before calling anyone please utilise this guide for troubleshooting purposes and also refer to the equipment manuals or Google the make and model of the item you are having an issue with to search for an online manual if you do not have one handy.  Following the troubleshooting guide may result in a simple fix which saves everyone time and money.

If it is after hours and you are not able to reach your property manager on their mobile phone please proceed to contact the preferred contractor on your Tenant Quick Guide Form, which you were given at the commencement of your tenancy.

The Landlords preferred contractors will be listed on that sheet.  If there are no preferred contractors listed on the sheet, please refer to one of the contractors listed in the Tenant Handbook Guide above. We must ensure that qualified and insured tradespeople are attending to the issue so it is important to follow these instructions and not just call anyone out to the property.

If you need to report urgent or non-urgent maintenance please follow the below steps:

1. Take a photo or video of the issue
2. Login to the PropertyMe Tenant portal.
3. Lodge the maintenance request.  Please provide a detailed description of the issue and advise what steps you have taken to troubleshoot the issue.
4. Submit.

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Tenant Handbook and Emergency Contact Guide 2025/2026

Tenants Guide FAQs 2026

What are urgent repairs / maintenance?

Urgent repairs are where there is an immediate health, safety or security risk or where the property will be further damaged if work is not carried out quickly.  Urgent repairs are defined in the Residential Tenancy Agreement.

Some examples of urgent maintenance items:

• A burst water pipe or water service.
• A blocked or broken toilet system or sewerage issue.
• A serious roof leak.
• A gas leak.
• A dangerous electrical fault.
• Flooding or serious flood damage.
• Serious storm or fire damage.
• A failure of gas, electricity or water supply to the premises.
• A failure or breakdown of any essential services of the premises such as hot water.
• A fault or damage that causes the premises to be unsafe or insecure.
• A fault or damage likely to cause injury to a person or the property.

If we are unable to organise urgent repairs within a reasonable time frame and if the tenant has followed our out of hours process, the Tenant may arrange for the work to be completed to make the property safe and habitable again and seek reimbursement from the Landlord.

The tenant will only be reimbursed when:

• We were advised of the property but could not arrange for it to be fixed in a reasonable time.
• Tenant did not cause the damage.
• The repair is completed by an appropriately qualified trades person.
• A receipt is provided for the work that was completed.
• The Tenant must use the person nominated in the Pearl Property Co Tenant Handbook or the Residential Tenancy Agreement to carry out the work.  If this is not possible the Tenant may make arrangements with a qualified trades person.

Can Tenants be charged for any repairs?

Yes, if they, or a visitor have caused the damage to the home which has caused the damage.

If a contractor has been called out to the property to attend to maintenance and there is no fault found.  For example if a you advised the hot water system is not working and the contractor attends and it is a matter of just turning the pilot light on, you are responsible for the call out fee.  Or if an electrician has to attend as a result of an RCD failure and it is caused by one of your appliances then you are responsible for paying the cost.

What are the Landlords responsibilities?

• Undertaking repairs to ensure the property is safe, secure and clean.  Ensuring the property is fit to live in.
• Maintaining the property in a reasonable state of repair.

What are the Tenants responsibilities?

• To keep the premise clean.
• To repair any damage caused by the Tenant or visitors in a timely manner.
• Notifying the Agent as soon as possible of any maintenance and doing what they can to prevent further damage.
• To communicate with the Agent and or the contractor when organising maintenance work to be completed.
• To leave the premise in the same condition when they vacate as it was at the commencement of tenancy minus fair wear and tear.
• Extend courtesy and respect to the contractor attending to maintenance and ensure pets and children are kept away from the area where maintenance is being completed to ensure the contractor is not distracted.