Maintenance Request Portal

At Ray White Brightside, we want to ensure your home remains safe, dry, and comfortable. We use a digital-first maintenance system that allows you to report issues 24/7, upload photos directly from your phone, and track the progress of your repair in real-time. By reporting issues early, you help us protect the property and keep your home in top condition.

How to Log a Request

To ensure your request is handled by the right professional, please follow these steps:

1. Access the Portal: Log in to your Ray White Tenant Portal (or use our dedicated Maintenance App).
2. Describe & Document: Provide a clear description of the issue. Always attach photos or a short video; this helps our tradespeople bring the right parts on the first visit, saving you time.
3. Assign Access: Let us know if we can use our office sets of keys for the contractor to enter, or if you prefer to be present. (Using office keys is the fastest way to get your repair completed.)
4. Track Progress: You will receive a notification once a contractor has been assigned and when the job is marked as complete.

Emergency vs. Routine Repairs

Understanding the difference helps us prioritise the most critical issues.

Emergency Repairs (Response within 24 hours)

These are issues that make the property unsafe, unsecure, or uninhabitable.If you have an emergency after hours, call our 24/7 Emergency Line immediately.

– Total loss of power or water supply.
– Burst water pipes or major sewage blockages.
– Serious electrical faults (sparks or smoke)
– A broken front door or window that compromises security.
– Failure of an essential service like your only toilet or the primary heater.

Routine Maintenance (Response within 2–3 working days)

These are non-urgent items that don’t affect your immediate safety but need attention to maintain the home’s standard.

– Dripping taps or slow-draining sinks.
– Kitchen cupboard hinges or internal door handles.
– Non-essential light fittings or minor fence repairs.

Frequently Asked Questions (FAQs)

Q: Can I arrange my own repairs and send you the bill?
A: Generally, no. All maintenance must be coordinated through Brightside so we can ensure the work is done by licensed, insured professionals. However, if you have a true emergency and cannot reach our team after multiple attempts, the “Repair & Reimburse” rule may apply. Please refer to your tenancy agreement for the maximum authorised spend before you must have our consent.

Q: What happens if the damage was my fault?
A: We believe in transparency. If a window is broken accidentally or a guest causes damage, report it immediately. Under the 2026 Residential Tenancies Act, your liability for “careless damage” is usually limited to the lesser of four weeks’ rent or the landlord’s insurance excess. If you hide the damage, it can escalate into a larger dispute at the end of your tenancy.

Q: How do Healthy Homes standards affect maintenance?
A: In 2026, maintaining Healthy Homes compliance is a high priority. If your heat pump fails, an extractor fan stops working, or you notice new draughts, these are treated as priority maintenance. We aim to have these “health-essential” items assessed within 48 hours to ensure your home stays warm and dry.