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  1. Housing.vic.gov.au
  2. Public renters
  3. Maintenance and repairs

Who fixes my maintenance problem?

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We employ professional contractors to carry out maintenance, like plumbers and electricians.

Who fixes my maintenance problem?

We employ professional contractors to carry out maintenance, like plumbers and electricians.

Check the contractor's identification before you let them into your home.

Sometimes we may need to arrange a home visit by the local office to determine the best way to repair a fault.

The contractor will need access to repair the fault.

Contractor's code of conduct

There is a code of conduct for public housing contractors (.docx).

We do not employ contractors who do not follow the code.

The code sets out rules that contractors must follow.

These rules include:

  • Give renters notice before you start work and explain the process and nature of the work
  • Wear your ID card
  • Be polite and courteous at all times
  • Consider renters' health, safety, comfort and security
  • Don't get mud, paint, grease or other dirt in people's homes – if you do, clean it up.

Contractors must not do things like:

  • Use offensive language or play loud music
  • Smoke indoors or work under the influence of alcohol or prohibited substances
  • Use any part of the building or site (for example, for storage or parking) without first getting agreement from us or the renter.

Read all the rules and responsibilities in the code of conduct for public housing contractors (.docx).

If you think the contractor is not following the code of conduct, contact your local housing office.

Renter responsibilities and contractors

When contractors are engaged to make repairs to your property, you have a responsibility to:

  • Be polite and courteous 
  • Give them access and freedom to do their work so it can be done as quickly as possible
  • Keep appointments. (If a contractor is delayed, and you need to go out, give them a reasonable amount of time before you leave)
  • Restrain any pets and animals while the contractor is there
  • Empty kitchen and bathroom cupboards if you are asked to by the contractor
  • Move ornaments, paintings, clothing and other personal, small items and fixtures so the contractor can do their work (they can help you move large items like furniture or appliances)
  • Respect the right of others to feel safe on your property – if the contractor feels threatened or is at risk of their belongings being damaged, they will leave and notify us
  • Sign and date the inspection and test plan given to you by the contractor. Tick the box indicating whether the work has been completed or not.

Tell your local housing office if you:

  • Want to change or add to the work required. Do not ask the contractors – they cannot change the work requirements
  • Need more information or help to move and secure your possessions.

Concerns about the work

If you think the contractor is not following the code of conduct, contact your local housing office.

If you are worried about the standard of work for general maintenance, call the Housing Call Centre on 13 11 72.

If you are worried about the standard of work for upgrades and programmed maintenance (such as planned, large scale work like replacing carpets), refer it to the consultant who is overseeing the work. Don't refer it to the contractor doing the work. You should already have the consultant's contact details.