Comfortable Melbourne home
Repair & Maintenance

Keeping Your Home Comfortable and Safe

In the shelter of our homes, our spirits thrive. When something goes wrong, Moment is here to put it right — quickly and properly.

Report Maintenance Urgent Repair
Home/ Rent/ Repair & Maintenance
Our Commitment

At Moment Group, we understand the importance of maintaining your rental property in top condition.

A well-maintained home keeps you comfortable and safe, and protects the value of the property you live in. Whether it's a dripping tap or an urgent fault, every maintenance request is reviewed by our team and handled through the right channel — self-help resources first for simple fixes, and trusted professional trades for everything else.

Routine Inspection: To keep every home in good condition, we carry out the first routine inspection around three months after your lease begins, then every six months. You will receive written notice at least seven days before an inspection.
Reporting Maintenance

Report a Repair

Choose the right channel for your situation — most everyday issues can be fixed in minutes with our self-help videos; urgent faults should be reported immediately.

Reporting Maintenance

Non-Urgent Repair · Troubleshooting

Many common issues can be fixed in minutes with our step-by-step video guides. Watching a quick tutorial first is often the fastest way to get your home back to normal — no waiting for a tradesperson.

Still Not Fixed? Send a Non-Urgent Report

If the video didn't solve the problem, submit the form below and our team will organise a trusted trade to attend. Attaching a clear description helps us fix it faster.

Non-Urgent Report Form

For everyday maintenance issues only — for urgent repairs, use the urgent section below or call us immediately.

Our team responds to non-urgent requests within 48 hours.

Urgent Repair · Report

What Counts as an Urgent Repair?

Under the Residential Tenancies Act 1997, the following 15 situations are legally classed as urgent repairs. If any of these occur in your home, contact us immediately — do not wait.

  • A burst water service
  • A blocked or broken toilet system
  • A serious roof leak
  • A gas leak
  • A dangerous electrical fault
  • Flooding or serious flood damage
  • Serious storm or fire damage
  • Failure or breakdown of any essential service or appliance provided for hot water, water, cooking, heating or laundering
  • Failure or breakdown of the gas, electricity or water supply
  • Failure or breakdown of any cooling appliance provided by the rental provider
  • The property not meeting minimum standards
  • A safety-related device, such as a smoke alarm or pool fence, not working
  • An appliance, fitting or fixture that is not working and causes a lot of water to be wasted
  • Any fault or damage that makes the property unsafe or insecure, including pests, mould or damp caused by or related to the building structure
  • A serious problem with a lift or staircase

Moment Business Hours

Monday to Friday, 9:00am–5:30pm (except public holidays): call your Portfolio Manager directly. If the call is unanswered or diverted to voicemail, call our office on 03 8676 7800.

Outside of Moment Business Hours

Contact the designated trades from the Urgent Repair Contact List below. If you cannot reach them, you may arrange a qualified tradesperson yourself and seek reimbursement afterwards — be sure to keep every receipt and record.

Urgent Repair Contact List

Neue Property Maintenance Group Pty Ltd

03 9819 9111
service@neuepm.com.au

New Boda Maintenance

03 9563 2204
0433 588 517
info@newboda.com

Victorian State Emergency Service (SES)

132 500
Storm and flood emergencies

Emergency Services

000
Life-threatening emergencies, fire or break-in

Urgent Repairs Disclaimer

  • Responsibility — Under the Residential Tenancies Act 1997, rental providers are responsible for arranging and paying for urgent repairs.
  • Verification — Moment Group will verify whether a reported issue meets the legal definition of an urgent repair. Issues assessed as non-urgent will be scheduled as routine maintenance.
  • Renter Action — If you cannot reach your Portfolio Manager or the designated trades, you may arrange a qualified tradesperson to carry out urgent repairs costing up to $2,500. Keep all receipts and request reimbursement from the rental provider.
  • Documentation — Keep all invoices, receipts and a written record of every call and action taken — they are required for reimbursement.
  • Reimbursement — Reasonable costs for authorised urgent repairs will be reimbursed by the rental provider in accordance with the Residential Tenancies Act 1997.

Urgent Report Form

For the 15 urgent situations listed above. If anyone is in immediate danger, call 000 first.

During business hours, calling your Portfolio Manager is always the fastest option.

Not Sure If It's Urgent?

Browse our Maintenance Hub — 44 step-by-step videos solve most common household issues. Or send us a message and we'll point you the right way.

Visit Maintenance Hub