Repairs to your house
If something in your house needs fixing, you should request maintenance as soon as possible.
Fair wear and tear
It’s normal for things in your house to need to be fixed or replaced over time because they’re old or worn out. This is called 'fair wear and tear'.
When you report maintenance that is considered ‘fair wear and tear’, you’re not charged for the repair costs.
Examples of fair wear and tear are:
- taps leaking
- hot water system leaking or not working
- power points not working
- fans not working
- wobbly steps.
Unfair wear and tear
If you, someone who lives with you or your visitors damage any part of the home, this is called 'unfair wear and tear'.
We will fix this damage, or you may be able to arrange to fix it yourself.
Tell Housing staff if there’s anything about the damage, or your circumstances, that we should consider when deciding whether it’s fair and reasonable to charge you for the repairs.
Examples of unfair wear and tear include:
- punching or kicking a hole in the wall or door
- children accidentally breaking a window while playing.
Even if the damage is accidental, you usually still need to pay for the repairs.
Fixing the damage yourself
First, talk to your nearest Housing Service Centre if you want to:
- fix the damage yourself, or
- arrange your own tradesperson to fix it.
If a part of your home is damaged, you may be able to use your own contractor or fix the damage yourself depending on the work required.
Plumbing and drainage, gas, and electrical related works can only be done by licenced tradespeople.
You need to be aware that some houses may have asbestos products (e.g. wall sheeting, ceiling sheeting, vinyl flooring), so it's important to talk to us before you plan to do any repairs yourself. Only licenced tradespeople qualified in working with and repairing these products can do the work required.
If you use your own tradesperson or do the repairs yourself, the repairs must be done to an acceptable standard or we’ll re-do the repair work and charge you for the cost.
Breach notices
As a tenant, you are responsible for keeping the property clean and in good condition, which includes repairing any damages caused by you, someone who lives with you or your visitors that is considered ‘unfair wear and tear’. This can include damage to the walls, floors, fixtures, etc.
If your house is damaged on purpose, we will talk to you about the cause of the damage and depending on your circumstances and information you tell us, may issue a ‘Notice to remedy breach’.
If you receive a Notice, you have to fix the damage yourself or you can contact the Maintenance Call Centre to undertake the repairs.
You can talk to Housing staff for more information about repairs to your house.
Maintenance debts
If you have been charged for any repairs or maintenance during your tenancy and/or after you move out and haven’t paid it yet, you have a maintenance debt.
If you don’t know whether you have a maintenance debt, Housing staff can check for you.
How do I repay my maintenance debt?
Talk to Housing staff to arrange to repay the debt over time. Several payment options are available.
Rent Deduction Scheme
The Rent Deduction Scheme is an easy, electronic way to pay your debt directly from your Services Australia (Centrelink) payment.
The Rent Deduction Scheme is free to set up. You can also use the Rent Deduction Scheme to pay:
- rent debts
- bond loan repayments.
You will need to complete the Rent Deduction Scheme (RDS) Authority for Housing Payments form (PDF, 2 MB).
Payroll deduction payments
Payroll deduction is an easy way to pay your maintenance debt directly from your wages.
Talk to Housing staff about the information you need to set this up directly with your employer.
Bank direct debit payments
You can pay your maintenance debt by direct debit from your bank account. This means your bank will automatically send the payment to us.
We don’t charge any fees for this service, but your bank may charge you a transaction fee.
You may be charged a dishonour fee by your bank and the Department if there isn’t enough money in your account.
You will need to complete the Direct debit request form (PDF, 1.4 MB).
Direct Deduction Facility
Your maintenance debt payment is automatically taken out of your Department of Veterans’ Affairs payments each fortnight.
This option is free of charge, and the payment is made even if you’re on holidays or ill.
You can also pay rent debts using this service.
You will need to complete the DVA Direct Deduction Facility (DVA DDF) Authority for Housing Payments (PDF, 559.3 KB) form.
Payment Slip
Payment Slips can be used to pay maintenance debts at any Australia Post Office. When making a payment, make sure you are using your ‘Maintenance’ payment barcode.
You can also use your Payment Slip to make maintenance payments using BPay.
Talk to Housing staff who will arrange a Payment Slip if you need one.
Payment Slip details are also available in the Tenant Assist Qld App or online.
BPay
You can pay your maintenance debt directly from your bank account using the phone or internet.
To use BPay, you must be registered for phone or internet banking. If you haven’t used BPay before you will need to contact your bank to register.
To pay maintenance debts with BPay:
- Look for the BPay logo on your payment slip.
- Contact your phone banking service or log into your internet banking.
- Select the bill payment option and follow the instructions.
- You will need to enter information:
- our biller code 747337
- your customer reference number; and
- how much you want to pay.
- Wait for a payment receipt number. Write this number down in case there are any problems with the payment going through.
EFTPOS
You can pay using EFTPOS at some Housing Service Centres.
Talk to Housing staff about this payment option.
If you don’t agree with the debt
Talk to Housing staff about why you don’t agree with the debt.
If you still don’t agree after talking with us, you can request a debt review either in writing, by telling us in person or over the phone, or you can complete a Debt Review Request Form.
A debt review considers if the debt was applied correctly, if the tenant is responsible for some or all of the debt, and if there are special circumstances or cultural reasons that should be considered.
You can provide information about your circumstances and why you don’t agree with the debt as part of this review process. The department will send you a letter with the outcome when the review is completed.