Maintenance and repairs to your home

Maintenance and repairs to your home

Apr 2017

Maintenance and repairs to your home

Department of Family and Community Services (FACS) is committed to timely and effective management of maintenance and repairs.

Requesting maintenance and repairs

Tenants can expect quality maintenance work and consistent maintenance standards across the state.

Most maintenance is undertaken through a planned work program so that all FACS properties are maintained to our asset standards.

You can request non-urgent repairs quickly and easily online below:

Request a repair

You can call the Maintenance Line on 1800 422 322, 24 hours a day, seven days a week.

Your local FACS office has telephones with direct links to the Maintenance Line for your use when requesting maintenance on your home.

Follow the instruction prompts when you call the Maintenance Line; you need to enter your postcode during the call so have it ready before you dial.

Alternatively you can ask a FACS Housing staff member to assist you.

After describing your repair or maintenance problem to the operator, your maintenance will be categorised and allocated an expected response time.

Sometimes, if the repair is urgent , we may send out a contractor promptly in response. If the repair cannot be completed at that time, the contractor will undertake interim repairs to ensure your home is safe and then return to complete the repair within a reasonable timeframe.

The expected response times are:

1. 2 to 8 hours for maintenance problems that need prompt action because of health, safety or security concerns (e.g. electrical hazards, gas leaks, flood or sewer overflows in common areas)

2. 24 to 48 hours for problems that need prompt action because of safety or security (e.g. no internal working lights, blocked external drains, stoves or hot water heaters not working)

3. 20 days for general repairs and maintenance requests that cannot wait for planned works.

4. Planned works: the repair request is of a type that is undertaken as part of a future planned work program

FACS contractors will conduct an annual compliance assessment to service smoke alarms and ensure they work properly. At the same time, a quick inspection of the property will be undertaken to check the condition of the following components:

  • internal paint and external paint
  • floor finishes
  • kitchen
  • bathroom
  • roof
  • windows
  • fencing

You will receive a letter to let you know the date of the inspection in advance.

Most maintenance is carried out under a planned program of works. Your local FACS office can tell you what maintenance work is planned for your home.

The annual compliance assessment information will be used to identify what work is required on your home. These details will inform the planned program of works.

All contractors carrying out maintenance and repairs for FACS must:

  • contact you in advance to arrange a suitable time to attend your home
  • show their identification when they arrive
  • behave courteously
  • carry out repairs and maintenance safely and to required standards
  • complete work within an agreed time frame.

You have responsibilities to maintain your home. You must:

  • keep your home in good condition throughout your tenancy
  • allow maintenance contractors to enter your home to complete inspections, regular servicing or other maintenance work. Remember that Saturday is a ‘work day’ for contractors
  • pay for the cost of any damage to your home that you have caused that cannot be considered ‘fair wear and tear’. For more information, see the Tenant Repair Costs fact sheet.

Occasionally, we will telephone tenants to get feedback about maintenance recently received so that we can improve our services. These calls may take up to 15 minutes. We encourage you to participate in these surveys but we also understand that you may not be able to participate so let us know when we call, the decision is yours.

If you would like to make a complaint or need assistance with your maintenance concern, you can discuss this with your Client Service Officer.  If you want to make a complaint or provide feedback about your maintenance or related services you can contact FACS Housing Client Feedback Service through any of the following:

  • complete an online feedback form
  • phone 1800 422 322, Monday to Friday 8.30 am – 4.30 pm
  • mail a Client Feedback Form to your local office
  • email feedback@facs.nsw.gov.au

To report fraud or corruption by staff, contractors or clients visit our website and select Reporting fraud or corruption from the Contact Us menu or call 1800 422 322 at any time.

If all your questions have not been answered in this fact sheet:

  • visit your local FACS


  • call the Maintenance Line on 1800 422 322, 24 hours a day, 7 days a week


Are all your questions answered?

For more information call the Housing Contact Centre on 1800 422 322, visit www.housing.nsw.gov.au, or visit your local FACS office.

Translation service

If you need help with interpreting or translation because English is not your first language, phone the All Graduates Translating and Interpreting Service on 1300 652 488. They will phone the housing organisation and interpret for you for free.

إذا كنت بحاجة للمساعدة في الترجمة الشفهية أو الترجمة لأن اللغة الإنجليزية ليست لغتك الأولى، اتصل بشركة "أول جراديويتس" All Graduates على الرقم 1300 652 488.

如果你的母語不是英語,需要口譯或筆譯幫助,請致電All Graduates,電話號碼:1300 652 488。

Nếu quý vị cần hỗ trợ biên dịch hoặc phiên dịch vì tiếng Anh không phải là ngôn ngữ chính của quý vị, vui lòng gọi All Graduates theo số 1300 652 488.