Urgent property damage
Something's failed. Here's what to do.
Work through the safety checks below first. This page covers the immediate steps for common failures, and how make-safe repairs work once the danger has passed.
If there is immediate danger, call 000 first
- Call 000 (Triple Zero) where there is immediate danger to life or property: fire, a serious gas leak, live wires down, or structural collapse.
- Do not approach or touch exposed wiring, and keep others away from it.
- If you can smell gas, do not operate light switches, power points or anything that can spark. Move people outside straight away.
- For gas, electricity and water supply problems, call your distributor's faults line and follow their directions rather than attempting to isolate services yourself.
- Follow the instructions of emergency services and your utility providers. Their direction overrides anything on this page.
- Gas leaks and emergencies (Victoria)
- Contact your gas distributor's faults line — the number is on your gas bill.
- Electrical faults and fallen wires
- Contact your electricity distributor's faults line — the number is on your electricity bill.
- Burst water mains in the street
- Contact your water corporation's 24-hour faults line.
- Storm and flood assistance
- SES on 132 500.
Common failures
Immediate steps for common failures
Open the situation that matches yours for the steps you can take safely.
Gas leaks
Gas smell inside or near the property · Suspected appliance leak · Damaged gas fittings
First steps
- Move everyone outside and away from the smell
- Do not operate switches, phones or anything that sparks near the smell
- Call your gas distributor's faults line: a suspected leak should always be reported to them, and they will tell you what to do next
Water leaks and burst pipes
Burst pipes · Uncontrolled leaks through ceilings or walls · Hot water service failures flooding the area
First steps
- Turn the water off at the meter if it is safe to reach
- Keep people away from water near power points or appliances, and do not touch electrical items that have got wet
- Contain water with towels and buckets where practical
- Photograph the damage as it happens if you can do so safely. It helps with insurance
Urgent plumbing
Blocked sewer drains backing up · No water supply · Failed hot water in occupied rentals
First steps
- Stop using water fixtures if drains are backing up
- Note which fixtures are affected — it helps diagnosis
- Keep people away from any sewage overflow area
Electrical faults
Sparking outlets or switchboards · Burning smells from wiring · Repeated tripping with no obvious cause
First steps
- Do not touch exposed wiring under any circumstances
- Stop using the affected outlet, appliance or circuit and keep others away from it
- Call your electricity distributor's faults line for wiring, meter or supply faults
- Live fallen wires outside: keep well clear and call 000, then your distributor
Roof leak repairs
Active leaks during rain · Storm-damaged roofing · Overflowing box gutters entering the building
First steps
- Catch water in containers and protect belongings below
- Keep people out of rooms where a ceiling is sagging or holding water
- Stay off the roof. Wet roofs are dangerous, and assessment is a job for the trades
Lock and door repairs
Break-in damage to doors and locks · Failed locks leaving the property unsecured · Jammed commercial doors
First steps
- If a break-in has occurred, report it to police before anything is repaired or cleaned up
- Photograph damage before temporary fixes
- Gather details of who else holds keys
Water damage
Flooded interiors · Saturated carpets and walls · Sewage-affected areas
First steps
- Stop the source at an appliance tap or the water meter, if it is safe to reach
- Lift belongings off wet floors
- Open windows to start airflow
- Do not run heating hard over saturated materials. Steady drying beats cooking the room
Make-safe works
Storm damage exposing the interior · Broken shopfront glazing · Unstable fences, walls or structures
First steps
- Keep people and vehicles clear of the damaged area
- Do not attempt temporary roof repairs yourself
- Photograph everything before it is disturbed — insurers will want it
What a make-safe means
A make-safe is the first visit after damage: securing the site so it cannot hurt anyone or get worse — boarding openings, containing water, isolating damaged services and fencing hazards. It is deliberately temporary. Once the property is safe and weather-tight, permanent repairs are scoped and quoted as a separate, unhurried decision.
Damage enquiry
Tell us what's happened
Whether you're the tenant, the owner, the agent or the body corporate: send the details and photos, and include who can authorise work.
This form is not monitored around the clock and is not suitable for immediate danger. If the situation is dangerous or actively worsening, contact emergency services and your utility providers' faults lines first.