First Steps

When it comes to maintenance requests, your first point of call should be the Housing NSW Maintenance Line which operates 24 hours, 365 days a year. Specialist staff will provide support and advice and are able to make decisions on the spot about what needs to be done. They can be conducted on 1800 422 322.

Telephones with a direct link to the Maintenance Line are available in the lobby of all local Housing NSW offices to use during business hours 

Although your local office can tell you what maintenance work is planned for your home, they will refer you to the Maintenance Line for maintenance requests.

How long should it take?

Obviously this depends on the availability of contractors and many other factors. However, Housing NSW have implemented agreed response times which are

2 – 8 hours – where there is an immediate threat of danger due to health, safety or security risks to the tenant and prompt action is required to relieve the situation.

For example:

  • electrical danger
  • gas leaks
  • flood
  • sewer overflow in an internal area

24 – 48 hours – where there is a threat to the safety or security of the tenant and prompt action is required to relieve the situation.

For example:

  • no lights working in the home
  • blocked drain outside the home
  • where certain essential items are not working, such as:
    • hot-water heaters
    • room heaters
    • stoves
    • common area washing machines and dryers

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

You are responsible for the cost of damage to a property that is beyond fair wear and tear.

It is your responsibility to ensure your home remains in good condition throughout your tenancy.

What to do next?

If you feel that Housing NSW is taking too long to carry out repairs or you are unhappy with the service provided, please click here and my office will be more than happy to look into the matter for you. 

Want to know more?

For more information visit or give Housing NSW a call on 1800 422 322.

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