Maintenance and home alterations

Policy Last Amended: 22 February 2016

Family and Community Services (FACS) provide planned maintenance services to keep tenant homes in good condition and ensure consistent maintenance standards across the State. All tenants are responsible for taking care of their property and reporting any maintenance needs to FACS as soon as possible.

FACS is improving the experience of social housing tenants. As part of this we have changed how we manage repairs and maintenance to your property. From 1 April 2016, local contractors will now manage call outs, and track and follow up maintenance issues in your area. This new system will be more efficient and responsive.

You do not need to do anything differently. To report or follow up on a maintenance issue by phone, continue to call 1800 422 322 and enter your postcode. You will be put through to the local maintenance provider in your area.

Making alterations to your home

Tenants are able to make alterations to their home; however, for any alterations, tenants must first get written permission from FACS. For more information regarding alterations, go to the Alterations to a Home Policy.

Emergency maintenance issues

For emergency repairs call the Maintenance Line on 1800 422 322.

Emergency repairs can include:

  • Flooding caused by a burst water pipe
  • Raw sewerage overflowing inside your home
  • A gas leak
  • A major water leak that cannot be isolated
  • Reporting fire damage to a property

Reporting maintenance issues

You can report your maintenance issues by phone, online or you can ask a FACS officer to assist you.


You can contact the Maintenance Line on 1800 422 322. This is a phone service that operates 24 hours a day, 7 days a week, all year round.


Use eRepair to lodge non-urgent maintenance issues online Use eRepair to lodge non-urgent maintenance issues online. Each eRepair request will be reviewed by FACS staff before processing.

Urgent repairs should be lodged by calling 1800 422 322.

View the eRepair Video

Watch this quick video on how to use the online eRepair service.

View the new eRepair Video