How do I report non-urgent maintenance?

We’re committed to making sure your rental property is well-maintained and that any reported repairs are handled as efficiently as possible. To help us achieve this, please note the following:

ALL maintenance requests must be made via the tenant portal. You can access the portal at my.kolmeo.com from any device and browser—no app required!

1. Creating a Maintenance Request
   Log in to your portal and select Requests from the top menu.
   
   
   
2. Once you’re in the Requests tab, click Create in the top right corner.
   
   
   
3. Select General Maintenance.
   Note: The emergency maintenance button is not yet functional. For urgent issues, please refer to https://xceedre.com.au/emergency-maintenance.

Filling Out a Maintenance Request

• Request Title: Briefly describe the issue requiring repair/maintenance. You may include multiple items in one request.
• Request Details: Please include the following to help us expedite your request:
• Specific & clear details of the issue requiring repair (i.e. Aircon is not heating on heat function)
• The room where maintenance is required (i.e. Master Bedroom)
• Brand/make of the appliance (if applicable)
• When the issue first occurred (even an estimate)
• Any troubleshooting you have tried already
• Upload Photos: You must upload at least 1 photo minimum of the issue that requires repair/maintenance.

Once you’ve completed the request details, click Submit Request. Ensure you’ve provided all necessary information, as requests cannot be edited after submission. You’ll receive a pop-up confirming that your request has been received.

When maintenance details are incomplete or unclear, repairs can be delayed as we may need to contact you for clarification. By providing full information and photos, we can pass your request on to the property owner with minimal delay, helping us to get the work done for you faster.

Note: If there are any updates from your Property Manager made in the Maintenance Request, you will receive an email notification from Kolmeo prompting you to check the app for those updates.

Requests In Progress:

• At a glance: You can view the request at a glance seeing it is still in progress. Once you click on the request you will be able to see more detailed information any any updates from your Property Manager.

 
Inside Your Maintenance Request:

• Timeline: This area is where you will see all the information and updates from your Property Manager, keeping you informed throughout the progression of your reported issue. Remember: You cannot reply to posts made in a maintenance request, please contact your property manager directly regarding any posts.

How do I know what is considered urgent maintenance?

Urgent repairs fall into two categories: essential services and other urgent repairs. A suitable repairer must be found within a reasonable timeframe. Essential services are listed in the Residential Tenancies Regulations 1989 and include repairs to:

• A burst water service
• Gas leaks
• Broken hot water system
• Sewerage leaks
• Dangerous electrical faults

Other urgent repairs are not an essential service, but if not fixed might cause damage to the premises, injure a person or cause undue hardship or inconvenience to the tenant/s.

Per the residential tenancy Act, the landlord/lessor has 24 hours to do this if the repair is needed to a defined essential service, and 48 hours for any other urgent repair. The repair does not necessarily need to be fixed within this time but the lessor must make an appointment with the repairer to fix the problem. 

If your maintenance request is considered urgent, please go here instead.