How to Report a Repair
To report a repair or maintenance issue:
Call (02) 8584 7500
24 hours a day
Complete and submit
the online form below
Please use the form below to report a repair.
* Required fieldsOther ways to report a repair
You can also report a repair or maintenance issue by calling our office on
(02) 8584 7500.
Calls outside office hours will be automatically diverted to our after hours service.
Visit the office
Check our office hours
City West Housing uses the NSW Residential Tenancies Act to decide if a repair is urgent or not.
Urgent repairs include:
- a burst water service
- an appliance, fitting or fixture that uses water or supplies water that is broken or not functioning properly, wasting a substantial amount of water
- a blocked or broken lavatory system
- a serious roof leak
- a gas leak
- a dangerous electrical fault
- flooding or serious flood damage
- serious storm or fire damage
- a failure or breakdown of the gas, electricity or water supply to the premises
- a failure or breakdown of any essential service on the residential premises for hot water, cooking, heating, cooling or laundering
- any fault or damage that causes the premises to be unsafe or insecure.
Please note: After hours maintenance is very expensive and if you use this service for a repair that is NOT URGENT, you may be charged a fee.
For more information about tenants’ rights and responsibilities for repairs, visit the NSW Fair Trading website.
Call us about an urgent repair on 8584 7500
We assess and respond to repairs based on the risk they pose to residents, neighbours and the property itself.
| Repair type | Response time | Nature |
| Urgent | ||
| 1. | 4 hours | May cause serious harm to people and property damage. See list. |
| 2. | 24 hours | Serious property damage that may become urgent if not addressed |
| Non-Urgent | ||
| 3. | 14 days | Minor or contained property damage with no risk to people |
| 4. | 28 days | Maintenance works planned by CWH |
Call us about an Urgent Repair on 8584 7500
Alterations
If you would like to make any changes, for example to walls, fixtures or fittings in the property you must apply to CWH in writing:
- Please complete and submit the request form below or
- Email your request to: repairs@citywesthousing.com.au
- Write to us at: PO Box 141, Pyrmont NSW 2009
Request an Alteration
* Required fields
Modifications
Make your home more accessible
If you need modifications to your unit due to mobility issues and/or illness, you will need to have an assessment done by an occupational therapist or other medical specialist. Based on their report, CWH will determine what work can be undertaken, which tradespeople should do the work and how much it will cost.
Once the report is submitted, we will inspect the property to ensure that the recommended modifications can be made safely to the property.
Please use the form below to request a modification after reading the Conditions of approval below.
Conditions of approval
In order to commence with the changes to your property you will need to agree to the following conditions of approval.
- You must receive written approval from CWH before commencing any work.
- All works must be carried out by a CWH engaged or approved contractor.
- The alterations/additions and their on-going maintenance will be at no cost to CWH.
- You will inform CWH when the approved alterations or additions are completed.
- You will remove the alterations/additions when vacating the property or compensate for any costs incurred in restoring the property to its condition prior.
Please note: Residents are in breach of their Residential Tenancy Agreement if any alteration/additions are carried out to the property without obtaining CWH’s written approval and could lead to NSW Civil and Administrative Tribunal (NCAT) orders to restore the property to the original condition at the resident’s cost.
Request a Modification
* Required fields
Once you have reported a repair, we will give you a timeframe for the work to be completed and send a work order to the relevant contractor.
Our contractor will contact you directly to arrange a convenient appointment time to complete the work. If you need to change the appointment, please call us at least 24 hours in advance.
See our general timeframes here.
For an update on the progress of your repairs, please call our office during business hours on (02) 8584 7500 and choose Option 1 to speak to a person.
To give feedback on completed repairs or the repairs process, please use this form.
City West Housing has developed the information resources below to help you effectively manage your property, troubleshoot any issues and prevent avoidable disasters so you can live comfortably in your home.
