Response times for maintenance
Information for Queensland public housing tenants
We prioritise emergency, essential maintenance work to keep social housing homes safe and secure. Emergency, essential maintenance will be responded to in order of urgency.
Contact us if you have submitted a non-urgent request that has become urgent.
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
- securing or accessing a property – this is assessed on a case by case depending on risk
- 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
- securing or accessing a property – this is assessed on a case by case depending on risk
- 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
- full stove not working
- repairs and/or replacement of fans in remote communities
- hot water system not working in remote communities.
Non-urgent maintenance
These requests will be assessed on a case-by-case basis.
If the non-urgent maintenance request you have submitted is now urgent, please let us know and we will re-assess and progress as a priority.