Your maintenance responsibilities

DHA Residence Agreement

Under the terms of your DHA Residence Agreement (DRA) you must notify us of any damage, defects or deterioration to the property. Early notification will help us to maintain the property in good condition during your tenancy. All routine maintenance requests are recorded, and our policy is to respond to all requests within 28 days.

Wear and tear

We understand that over time there will be some deterioration due to the normal ageing process and use of the property. This deterioration is called ‘fair wear-and-tear’ (FWT). You will not be charged for repair of FWT.
Any damage from mistreatment or neglect (including pet damage) is considered non-fair wear-and-tear (NFWT). You will be charged for the repair of NFWT. Speak with your Property Manager to determine how the repairs will be made, the cost of the repairs and the payment method.

If you arrange or carry out any work on the property, it must be to a professional standard. This means to the standard carried out by a specialist licensed contractor. Any work on the property that is not at a professional standard will be identified as a tenant charge on your Inspection Condition Report (ICR).

Property item

Connecting utilities and refilling or replacing gas bottles are an occupant responsibility regardless of how long you have occupied the property. 

Prior to reporting loss of power, no water or discoloured water to DHA, first contact your local utility provider to confirm any outages or planned works

Re-lighting the pilot light for a gas hot water system is an occupant responsibility.  
Dishwasher connections and changing water filters (e.g. Puratap filters) or globes in an appliance is an occupant responsibility

The occupant is responsible for regularly cleaning the oven, cooktop and rangehood to ensure that grease does not build up.
The maintenance of any council supplied bins is an occupant responsibility.

If you need to replace a bin, you should contact the local government authority. Depending on the circumstances, you may be liable for the replacement costs levied by the local government authority.

We also recommend that bins are secured when they are not being emptied.

Information on rubbish collection in your area including collection days will be available through your local council website.
If you are living in a complex subject to strata or body corporate regulations you are required to ensure you comply with by-laws, a copy of which can be found in your Online Services.

If your home has common property, any repairs, maintenance, cleaning or management of neighbour disputes is generally the responsibility of the Body Corporate. Refer to the by-laws for clarification.

Please note, whilst we can attempt to assist you in reporting an issue, DHA does not have control over the resolution of issues that are the responsibility of the strata corporation. If you are experiencing delays with strata repairs, please escalate the issue to your property manager by completing an online enquiry in Online Services.
If you lock yourself out or the keys or remotes are lost, stolen, or damaged you will be responsible for the cost of gaining access to the property and replacing lost or damaged keys or remotes.

You may contact a locksmith directly to arrange works at your own cost and must notify DHA if locks have been changed. Alternatively, DHA can arrange for a locksmith to attend your property at your expense. After-hours emergency attendance will incur additional costs.

Mould related health impacts are uncommon in normal indoor environments; however, mould exposure can result in adverse health effects to some individuals. It may also cause damage to the property. Follow these simple tips for preventing mould occurrence:

  • improve ventilation by opening windows and doors whenever possible.
  • always use exhaust fans when showering or cooking to extract steam and condensation.
  • make sure that clothes and shoes are dry before putting them away in wardrobes.
  • allow sunlight into rooms as often as possible.
  • wash off any sign of mould growth on walls, ceilings and furniture with a mould cleaning solution.
  • report any suspected water leaks promptly to DHA.

For more information on the management of mould in your home, refer to Mould.

Some Service Residences have existing swimming pools. If you select a property with a swimming pool, it is important that you are aware of the occupant responsibilities associated with this.

Your responsibilities include:

  • ensuring that all gates and doors to the pool area and surrounding grounds are kept securely closed and locked when not in use,
  • ensuring all warning notices are in place, clearly visible and not obstructed,
  • ensuring items such as pot plants, chairs, boxes, play equipment or any items that could be used to climb are not left within 1.2 metres of the barrier,
  • the care and maintenance of the pool including the purchase of chemicals, filters and other equipment,
  • ensuring all latches on the access gates and doors of the safety barrier are in good working order, and if found to be faulty, are reported immediately to DHA on 139 342, and
  • maintain the standard and compliance throughout the tenancy.

DHA responsibilities include:

  • maintaining the safety barrier, access gates and doors to the pool area,
  • ensuring all prescribed warning notices are provided,
  • recording the presence of unauthorised alterations and additions to swimming pools and fencing,
  • demonstrating the operation and maintenance requirements of the pool, and
  • a certificate of compliance is maintained as per local state or territory legislation requirements.

If you wish to install a swimming pool, read about Modifying your property.

Before considering installation of an above-ground swimming pool or spa and any necessary fencing, you must obtain written approval from DHA and the local council.

If you have not gained the necessary approvals, you are in breach of your DRA and will be asked to immediately reduce the volume of water to less than 30cm depth until such approvals are obtained.

NOTE: Even in the event that an approval is obtained, you will be responsible for returning the property back to its original condition.

Swimming pool definition:

A swimming pool is defined in the Swimming Pools Act 1992 as an excavation, structure or vessel:

  • that is capable of being filled with water to a depth of 300 millimetres or more; and
  • that is solely or principally used, or that is designed, manufactured or adapted to be solely or principally used, for the purpose of swimming, wading, paddling or any other human aquatic activity.

This includes a spa pool but does not include anything declared by the regulations not to be a swimming pool for the purpose of the Act.

As the occupant, it is your responsibility to maintain smoke alarms. Conduct regular tests, change batteries (if required), and keep them clean and dust free to ensure they are in good working order.

You should not deactivate a smoke alarm or interfere with its operation in any way. If it is identified that you have damaged or removed a smoke alarm, DHA will immediately arrange for the unit to be repaired or replaced and you will be tenant charged for the repair or replacement.

If you identify a fault, or the smoke alarm is not in working order, notify DHA immediately on 139 342.

It is your responsibility to maintain the grounds, lawns and gardens in accordance with your DRA and any by-laws or local council/authority rules that apply. This includes:

  • lawn mowing, weeding, shrub, and tree pruning that can be reached with a standard ladder.
  • requesting mulch/ pebbles.
  • replacement of sprinkler heads.
  • branches overhanging the fence line where the cutting point is below 2.5m (the tree should be trimmed in accordance with local council guidelines and in consultation with the owner/occupier of the neighbouring property).

Water restrictions

When you vacate the property, DHA will use discretion based on local restrictions when discussing occupant charges relating to the care of lawns and gardens.

The status of water restrictions is not a reason for exemption from any tenant charges where it is identified that there has been neglect in the care of lawns and gardens.

You should be aware that:

  • it is your responsibility to obtain the information required in relation to water restriction times.
  • in areas subject to water restrictions, you are required to water during specified hours to keep lawns and gardens alive and well maintained.
  • in areas where there are total bans on watering, lawns and gardens are to be kept tidy and you must remove dead litter.

You must remove any undergrowth that could be a potential fire hazard including dead vegetation and leaves. If there is significant undergrowth on a property that could make the property more susceptible to fire, you may be tenant charged for removal of the material.

The day-to-day control of household pests (cockroaches, spiders, ants etc) is your responsibility. This includes general pest sprays. 

If you identify a significant pest infestation within six weeks of moving into the property, please raise an enquiry in Online Services. Note: The presence of a small number of household pests is not regarded as an infestation.

If a local government authority determines a plague movement resulting in a pest infestation, please raise an enquiry in Online Services for assistance.

The removal of snakes, wasps, bees, possums or dead animals from outside the property is an occupant responsibility and cannot be arranged by DHA. 

Preventing termite damage to the property

If you detect termite activity at your property, notify DHA immediately on 139 342.

Your responsibilities include:

  • cleaning gutters regularly,
  • removing mulch, debris, and firewood away from the property,
  • trimming trees, bushes and other dense vegetation against the property,
  • removing dead trees or timber from the yard,
  • preventing moisture build-up by repairing leaky taps and water lines, and
  • ensuring timber, cardboard or paper is not left on the ground.

If you would like to make any changes to the property, you must seek prior approval from DHA by submitting an Online Services enquiry.

Include the below information in your enquiry:

  • proposed property modification,
  • details of the location to be modified,
  • reason(s) for requesting the modification, and
  • details on who will perform the modification(s) (professional tradesperson, or occupant).

Installation of swimming pools and spas

Before considering installation of an above-ground swimming pool or spa and any necessary fencing, you must obtain written approval from DHA and the local council.

If you have not gained the necessary approvals, you are in breach of your DRA and will be asked to immediately reduce the volume of water to less than 30cm depth until such approvals are obtained.

NOTE: Even if approval is obtained, you will be responsible for returning the property back to its original condition.

For further information please visit- Your maintenance responsibilities

Submit a maintenance request

To submit an emergency maintenance request, please call us on 139 342.

Routine maintenance requests are to be submitted via Online Services.