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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

Last updated:: 29 July 2022
Last reviewed:: 9 June 2022