Maintenance you can rely on

With decades of experience in the construction industry, our team is knowledgeable, quick to respond and ready to assist with any customer maintenance requests.

It is important to us that you are happy in your new home. Please let us know if you are having any maintenance issues. We will investigate the problem and arrange a prompt solution so you can get back to enjoying life as soon as possible.

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Types of Maintenance Requests

At the handover of your property, our team will explain the maintenance process and what to expect depending on the type of request you are submitting for consideration. There are essentially three main types of requests:

Emergency Defect Repairs

Build Defects

Manufacturer Warranty Claims

EMERGENCY DEFECT REPAIRS​

It is important to note a house may need an emergency repair, but these repairs are not always determined to be build defects and are therefore not always actionable or may have associated costs not covered by the builder. Additional information on this is available here .

Issues where it is determined an occupant may be harmed, or is unable to secure their property, are considered emergency repairs and are the top priority for the Privium Maintenance team. Examples of emergency repairs are listed below.

All emergency repair requests submitted in writing to the Privium Maintenance team via the website or emailed to maintenance@privium.com.au will be responded to within 24 hours of receipt. However, depending on the urgency, we encourage you to follow up your written request by calling 1300 414 546 to ensure the team is alerted to the situation.

If you are reporting an emergency repair outside our business hours, you must follow the process detailed in your maintenance manual provided as part of your handover documentation.

Major Water Leak

A leak which can cause major damage to the property if not rectified immediately is considered an emergency where the builder should investigate. Examples include broken taps, burst pipes or compromised waterproofing of wet areas.

NOTE : When reported within 12 months of practical completion.

TAKE ACTION IMMEDIATELY

Turn off your water at the mains supply.

Sewerage Leak

Water backing up through multiple drains or toilets is considered an emergency where the builder should investigate.

NOTE :When reported within 12 months of practical completion.

Gas Leak

Contact the relevant authority as per the “Warranty Information” pages detailed on your maintenance manual provided as part of your handover documentation. If the gas leak is due to the actions or inactions of the builder, all costs relating to its rectification will be covered by the builder.
TAKE ACTION IMMEDIATELY

If you detect a leak, turn off all gas appliances as well as the main gas lever located at your gas meter.

Roof Leak

Any roof leak is considered an emergency where the builder should investigate.

NOTE : When reported within 12 months of practical completion.

Electrical Faults

A power point or light switch that is sparking, flashing, noisy, smells of burning or has stopped working is considered an emergency where the builder should investigate.

Faulty cabling is considered an emergency where the builder should investigate.

Appliance faults, such as those in dishwashers, ovens, garage doors, ceiling fans, rangehoods, A/C units, etc. are not considered a builders defect.

You will need to contact the appliance manufacturer for assistance. Please refer to your maintenance manual to find manufacturer details. We can provide the relevant manufacturer contact details if required. Please note, manufacturer’s warranties are typically void if anyone other than the manufacturer’s technician interferes with the appliance, or if servicing requirements have not been followed.

NOTE : When reported within 12 months of practical completion.

Door Locking Issues

A faulty door latch mechanism that is directly affecting the ability of the occupant to secure the property is considered an emergency where the builder should investigate.

NOTE : When reported within 12 months of practical completion.

Build Defects

A build defect is a fault or deviation from the intended condition of a material, assembly or component which does not meet the specified standard or quality inherent in the contract.

Your builders warranty is separated into two parts as per legislation – non-structural and structural.

Non-structural defective building work

Non-structural defective building work means defective building work (other than structural defective building work or residential construction work causing subsidence) that is faulty or unsatisfactory because:

  1. It does not meet a reasonable standard of construction or finish expected of a competent holder of a contractor’s licence of the relevant class; or
  2. It has caused a settling-in period defect in a new building.

Structural defective building work

Structural defective building work means defective building work (other than residential construction work causing subsidence) that is faulty or unsatisfactory because it does one or more of the following:

  1. Adversely affects the structural performance of a building;
  2. Adversely affects the health or safety of persons residing in or occupying a building;
  3. Adversely affects the functional use of a building;
  4. Allows water penetration into a building.

If you find what you believe to be a build defect, we encourage you to lodge a maintenance request via our online form so we can assess the defect and ensure it is attended to.

For a more comprehensive understanding of these guidelines, we have included the relevant documents below.

Queensland

Queensland Building and Construction Commission Standards and Tolerances Guide

New South Wales

New South Wales Fair Trading Standards and Tolerances Guide

Victoria

Victorian Building Authority Standards and Tolerances Guide

Manufacturer Warranty Claims

If an appliance or product installed by a third-party breaks or is faulty, this will generally be considered a warranty request and in most cases the homeowner will need to contact the manufacturer directly. In these situations, the manufacturer is typically responsible for assessing and remedying any faults in their product. This applies to items such as your dishwasher, oven, garage doors, ceiling fans, rangehood, A/C unit, etc. Further information on appliance warranties can be found in your maintenance manual and in the FAQ’s section of this page.

Please note, manufacturer’s warranties are typically void if anyone other than the manufacturer’s technician interferes with the appliance, or if servicing requirements have not been followed.

FREQUENTLY ASKED MAINTENANCE QUESTIONS

We have put together a list of the top FAQs we receive regarding maintenance and warranties. Look through the list below to see if your question has been answered. If we have not covered your question, please contact us.

HELPFUL RESOURCES

Below we have included some helpful building maintenance resources for homeowners.

Privium Homes
Maintenance Manual

Impact Homes
Maintenance Manual

Homeowners Guide to Preventing Structural Damage

Emergency Repairs
& Build Defects

Lodge a maintenance request

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