Your guide to maintenance

Hi, and welcome to the Presence Property Management maintenance guide. Our approach to maintenance is simple: look after your home, look after your investment, and make the whole process as easy as possible for everyone involved.

We only work with qualified, appropriately licensed tradespeople, so every job is handled safely, promptly and at a fair rate. Before you call the office, this guide will help you work through the most common issues yourself, most of the time, a few simple steps are all it takes.

If you're ever unsure, or the issue involves gas or electricity, don't attempt a fix yourself. Head straight to reporting maintenance and we'll take it from there.

We kindly ask that you work through the relevant section of this guide first: it'll often solve the problem on the spot, with no wait and no cost to you. If it doesn't, having the details below ready will help us get the right tradesperson out to you faster.

• 1Your name and the property address
• 2The date the issue first started
• 3A clear description of the problem
• 4Which appliance or area is affected
• 5Model and brand, if visible
• 6Whether it involves gas, power, water or comms
• 7Photos or a short video, if you can

Every alarm has a test button, press it, and if it sounds, you're good to go. If nothing happens, replace the batteries and test again. Still nothing? There may be corrosion on the terminals; give them a clean and retest. If it still won't sound, the unit itself likely needs replacing, so let us know.

A beeping alarm almost always means the battery is running low, swap it out and retest. Hardwired alarms have a battery backup and shouldn't be affected by a power outage; if a hardwired alarm is beeping intermittently, the unit itself may need attention.

Whatever the outcome, please still let us know about any smoke alarm issue so it's on record.

Most reception issues come down to the antenna, the equipment, or how it's all connected, and they're often quick to fix. Work through this list before you report it:

1. Check whether the issue affects every channel, or just one.
2. Make sure every cable is firmly connected, nothing loose.
3. Try a different TV if you have access to one.
4. Restore the digital receiver's default settings and rescan.
5. Disconnect other gear, DVD players, PVRs, pay-TV boxes, soundbars, and see if it clears up.
6. Move radios or computer equipment away from the TV.
7. Check the antenna hasn't shifted or been damaged.
8. Turn off nearby appliances and see if the problem stops.
9. Ask a neighbour if they're having the same issue, if not, it's local to your antenna or setup.
10. Check for scheduled transmitter maintenance in your area.

Electric cooktops

Start by isolating the issue. Check whether the safety switch has tripped in the fuse box (usually near the front door), a power surge will often trip it as a protective measure. Then check the power cord is securely plugged in; look it over for damage, missing insulation, or sharp crimps, and if the appliance's position is causing pressure on the cord, pull it out slightly.

Gas cooktops

When you turn on a burner, an electronic igniter sparks to light the gas. If it won't ignite:

1. Confirm gas is connected to the property, check for a known outage with your provider first.
2. If it's only your property affected, contact your gas provider directly, and check your account is up to date.
3. Confirm the elements and hobs are seated correctly, with nothing obstructing them.
4. Once the burner grates are cool, remove them and test each igniter one at a time, listen for a click as you turn the knob fully.
5. If a burner doesn't ignite despite a clicking igniter, hold a lit butane lighter near it. If it still won't light, the gas line needs a plumber. If it does, the igniter itself needs adjusting.
6. Make sure the grates are refitted correctly, they can sit slightly out of place after cleaning.
7. A build-up of residue can also block gas flow to the igniter, a light scrub with a non-abrasive cloth can help. Avoid harsh cleaners or scourers on the cooktop.

Ovens

If the oven runs but doesn't heat properly, it's rarely the element itself. Check the door gasket for rips or gaps (it needs to seal fully), and if you have an oven thermometer, verify the actual temperature against the dial.

For electric ovens, check the model on the manufacturer's site if you don't have the manual. Beyond that: confirm power is connected and the meter box switches are all on, check for a separate power point for the oven (often nearby in the kitchen), make sure any timer function is switched on, and check the control knobs are seated and aligned properly, especially if they've recently been removed for cleaning.

For gas ovens, confirm the gas supply and that the valve is open, and check any manual timer hasn't been bumped off setting. If it still won't light, the igniter may need replacing (even a glowing igniter can be faulty), cleaning the ceramic igniter and the burner holes is worth trying first.

Rangehood

If it's not filtering well, soak the filter in hot water with a water-based degreaser for a few minutes, then rinse, it should come out clean. Some filters are dishwasher-safe; check the manufacturer's guidance first.

Filters need regular cleaning for the dishwasher to perform well. Remove the bottom rack, pull out the filter, clear out any food scraps, rinse it clean and refit. If you've been using tablets rather than powder, residue can also build up in the drain pipes over time, a dishwasher cleaning product from the supermarket, used per the instructions, will usually clear this.

Won't run

Check power is reaching the unit, the door is fully latched, and the control panel is engaged. If nothing lights up at all, check the safety switch for a tripped breaker or blown fuse.

Won't fill

Confirm the water supply is on, the stop valve is usually under the sink, and should be turned fully counterclockwise to open. If it's already on, a thorough clean may clear a blockage.

Won't drain

A small pool of water after a cycle is normal; a lot more than that means the pump isn't clearing properly. With the power off, remove the strainer under the spray arm, unscrew the cap, lift the arm off and clear any clips, then scrub the strainer clean and refit. Rinsing dishes before loading helps prevent this recurring.

Not cleaning properly

Run an empty cycle with a dishwasher cleaner, check the spray jets aren't clogged, clean the strainer as above, and make sure the spray arms rotate freely when running.

Worked through all of the above and it's still not right? Please report it via the maintenance process.

Mould is almost always a ventilation issue. Whenever you're running hot water, showering, cooking, using a dryer, keep a window open where you can, to let moisture escape rather than settle.

If mould does appear, treat it early with bleach, vinegar, or a commercial mould treatment from the supermarket. In cupboards, a mould absorber is worth keeping on hand and replacing regularly.

Please let us know about any mould at your routine inspection, or sooner by email. If it keeps recurring despite regular treatment, report it as maintenance so we can look into the cause. For more detail, NSW Health's mould fact sheet is a good reference.

Light globes not working

1. Turn the power off at the safety switch first.
2. Let the globe cool before touching it.
3. Remove it, twist anticlockwise for both bayonet and screw fittings.
4. Fit the replacement, turning clockwise until secure, matching the original wattage.
5. Turn the power back on and test the switch.

Wrap the old globe in the new one's packaging before disposing of it, the glass is sharp and fragile.

Flickering lights

Make sure the globe is screwed in fully and is the correct wattage for the fitting. If it still flickers, try a different globe to rule out a faulty one.

No power

Check for a known outage with your provider first. In a multi-unit building, check whether neighbours are affected too, if the whole building is out, contact your Owners Corporation before calling us. In a standalone home, check the meter box to make sure the main switch and all breakers are on.

Power points not working, but lights are fine

This is usually a faulty appliance tripping the safety switch. Unplug the last appliance you used (often a kettle, hairdryer or toaster), then reset the switch at the meter box. If it trips again with that appliance plugged back in, the appliance itself needs repair or replacement. If unplugging one appliance doesn't help, unplug everything, reset the switch, then plug items back in one at a time (starting with something that makes noise, like a TV, makes the faulty one easy to spot).

Dead batteries are by far the most common cause. Try a fresh set first. If the remote's indicator light comes on but the appliance still won't respond, check the power source to that item, then check the relevant breaker, even if it looks fine, switching it off for about a minute and back on can reset the connection.

Sticky hinges

A lubricating oil (like WD-40) will usually fix squeaky hinges in moments, spray directly onto the hinge and open and close the door a few times to work it in.

Sticky locks

Try lubricating the key with graphite, or lightly shading it with a pencil, as a short-term fix. If one key works but another doesn't on the same lock, get the working key copied. Please report ongoing key or lock issues to us, a temporary fix may only last a short while and the lock may need servicing.

Sliding doors

A sticky slider is usually a dirty track or misaligned rollers. Give the track a good scrub with a stiff brush and soapy water first. If it's still not smooth, there are two adjusting screws at the base of the door, under small trim caps, raising the lower side can even it out. If the door still doesn't glide properly after that, it likely needs the rollers looked at, please report it and we'll arrange a tradesperson.

Dripping taps

Usually a worn washer. If you're not confident replacing it yourself, please leave it to us, when you report it, let us know whether it's hot or cold, a flick mixer or separate tap, and where it's located.

Burst pipe

Turn off the mains immediately (the tap is usually near the front of the property, next to the water meter), then report it urgently with the location and what you can see.

Roof leak

If water is anywhere near electrics, switch off power at the mains first. Place buckets to catch water where it's safe to do so. If you're under another unit, it's likely a plumbing issue upstairs, contact your Owners Corporation immediately. In severe weather, contact the SES first and let us know as well. Never get on a roof in the rain.

Blocked or slow drains

Usually food or hair build-up. Try pouring boiling water down the drain in two or three stages, letting it work for a few seconds each time. A bent wire coat hanger, hooked at one end, can also pull hair and debris out, always pull material out rather than pushing it further in. Still blocked after that? Please report it.

Hot water system

First work out whether you've got cold water only, or no water at all, and whether the system is gas or electric.

Electric, check for a known supply outage, confirm the meter box switches are all on, and check the overflow valve isn't due for release (recommended roughly every six months).

Gas, check for a known supply outage, confirm the gas valve is on at the meter, and check whether the pilot light is out. If you're unsure how to relight it, please contact us, some systems need a licensed tradesperson.

If you've checked the above and there's still no hot water, or the overflow doesn't behave as expected, please report it rather than continuing to troubleshoot.

Toilet blocked

Only human waste and toilet paper should ever be flushed, wipes, sanitary products and nappies should always go in the bin, never the toilet. For a minor blockage, a squirt of dish soap followed by a pot of hot water poured from waist height can help clear it, as can a plunger. See what should never be flushed for reference.

Unmaintained shower glass is one of the more costly repairs at the end of a tenancy, soap scum etches permanently into unclean glass over time. A few easy habits prevent this:

• Use liquid soap rather than bar soap, it's far less likely to etch the glass.
• Wipe the glass down after each shower, before residue has a chance to build up.
• Keep on top of the grout, it's porous, and mould that takes hold there can cause permanent staining.

For stubborn etching, a paste of laundry powder and a little water, gently worked into the glass, can help bring it back.

Gardens

A little regular upkeep avoids a costly job later. Neglected hedges can take months to bring back and often need full replacement. Damage from parking on lawns, or a dog running the same track, usually means new turf. As a guide, gardening rates typically run upwards of $40 an hour, and even a small, unkempt garden can take several hours to bring back to standard.

Pools and spas

Regular, routine care is the key to a healthy pool, whatever type you have. Keep an eye on water level (evaporation and splashing lose more than you'd expect) and top it up with a hose if it drops below the skimmer, to protect the pump. Skim the surface by hand every few days, and clean out strainer baskets weekly to keep circulation strong.

• No metal objects in the pool, they can cause corrosion.
• No animals in the pool, it throws off the chemical balance.
• Test the water regularly to keep pH in the right range.
• Vacuum at least weekly to keep debris clear.
• Check the pump regularly, unusual noise, leaking or pooling water can signal a problem early.

Even where a pool is professionally maintained for you, please let us know straight away if you notice anything off.

Ants

Ants come inside chasing food, so removing the attraction is the first step. A light spray of lemon or peppermint water can deter them, and lining entry points (under doors, along windowsills) with salt, chalk or baby powder helps too. Scents like vinegar, peppermint oil or cinnamon are also natural deterrents (take care around pets and curious kids). For a persistent problem, bait traps from the supermarket are the next step.

Cockroach prevention

Cockroaches can survive weeks without food but only days without water, so fixing leaks removes a key attraction. Keep the kitchen clean, food sealed, dishes done promptly, and rubbish taken out regularly in a bin with a lid.

Cockroach treatment

Gel or case-based baits work slowly but effectively, the poison is carried back to the nest, so it can take a few weeks to fully clear. Place bait near likely hiding spots: baseboards, under the sink, in corners. Insecticide spray is useful for driving roaches out of sight in the short term, but works best alongside bait rather than sprayed directly on or near it, since the spray can put roaches off the bait.

All maintenance should be reported via TAPI. Include as much detail as you can, photos and videos make a real difference in getting the right trade out to you quickly.

The following details help us action your request faster:

• 1Your name and property address
• 2Date the issue first occurred
• 3A detailed description of the problem
• 4The appliance or area involved
• 5Model and brand, if visible
• 6Whether it's gas, power, water or comms related
• 7Photos or video to assist

If you don't let us know about a repair and further damage or cost results, that additional cost becomes your responsibility as the tenant. For anything urgent, please call the office directly rather than waiting on a written request.

Reporting an emergency

A quick Google search can often help with troubleshooting too, and we'd always encourage giving it a go first, but if it's your appliance or responsibility and a trade needs to attend, that invoice comes to you.

This guide has been prepared by Presence Property Management (Kenterprise Pty Ltd t/a Presence Real Estate) as general guidance for our tenants and investors. While we believe the information here is correct at the time of publishing, we don't guarantee its accuracy or currency, and to the extent permitted by law, we're not responsible for any loss or damage arising from reliance on it.

Where this guide touches on legal matters, it's intended as a general summary only and isn't legal advice. Please seek advice from a qualified professional before relying on it for your own circumstances.

This information is general in nature and doesn't take your personal circumstances into account. Please consider your own situation before acting on anything in this guide.