FAQs
 | Frequently Asked Questions |
HomeSource Landlord Assist – FAQs..................................................................................................................................... What is covered? Landlord Assist covers your property for maintenance and emergency repairs, meaning the costs associated with the dispatch of the trades person and the labour costs for their time on site 24 hrs a day, 365 days a year. The cost of parts used during the repair is the responsibility of the member. ................................................................................................................................... Which emergencies and maintenance repairs are covered? Landlord Assist covers you for plumbing and electrical repairs in your registered rental property. …................................................................................................................................ What is an emergency? An emergency is defined as “a sudden and unexpected event occurring during the period of you membership which in our opinion, exposes the member or a third party to a risk to their health, or necessitates immediate remedial action to render the home safe or secure and avoid further damage to their home. ................................................................................................................................... What should I do when I suffer an emergency? If you suffer an emergency at your property you should contact emergency call center on the emergency telephone number provided with your membership. We will then: (b) organise the dispatch of a repairer to help address the problem if required. ..................................................................................................................................... If you are a tenant please contact your Landlord or Property Manager to advise them of the maintenance request. If you are a Landlord or Property Manager and require maintenance in one of your properties covered by Landlord Assist you can contact our call center on 1300 733 420 to schedule a repair. We will then organise the dispatch of a repairer to help address the problem. ..................................................................................................................................... Does Landlord Assist cover if I call a trades person myself to do a maintenance or emergency repair? No. Landlord Assist only covers your maintenance or emergency if you have contacted our call center first. The trades suppliers we use are specifically selected and monitored by us to make sure that you get the best possible results. ..................................................................................................................................... A claim is made each time an emergency is satisfactorily dealt with – irrespective of whether the intervention of a trades contractor on-site is required or not. ..................................................................................................................................... Are costs for parts used or installed covered by Landlord Assist? Should parts be required to perform the maintenance or emergency repair these are not covered by Landlord Assist. HomeSource has arrangements with its Service Providers and suppliers to ensure prices for parts are capped at very price competitive rate. ..................................................................................................................................... How long does it take until help arrives? When you contact our call center regarding an emergency, the first thing we will do is to give you advice on how to handle your specific situation. Once this has been done, we can asses the level of urgency and arrange for a contractor accordingly. For example, if a pipe bursts in the middle of the night, we can advise you on how to make safe and then it’s up to you whether you want the tradesperson sent out immediately or at a more convenient time (the next morning). Our standard service delivery times are within 2 hrs. When you contact us regarding a maintenance repair we will arrange a time for the trades person to be sent out at the next available time during business hours convenient to you. ..................................................................................................................................... Can I claim straight away after registering an address? There is a no-claim period of 14 days before you are entitled to emergency and maintenance call outs. You can however lodge a claim before the end of the no-claim period after payment of $245. ..................................................................................................................................... Does Landlord Assist cover common areas in my property? Landlord Assist covers your registered unit/apartment, duplex or house, common areas are not covered by Landlord Assist. ..................................................................................................................................... What is the “Fair use Policy” In order to provide quality service at a competitive price, we reserve the right to amend or withdraw service if use is excessive resulting from a lack of maintenance or failure to rectify existing issues. ..................................................................................................................................... Do I need to advise Landlord Assist if the tenant changes in one of the properties covered? No, the Landlord Assist covers the registered address not an individual. .................................................................................................................................... Are holiday homes covered? Holiday homes can be covered by a Landlord Assist membership.. ..................................................................................................................................... What is the difference between Landlord Assist and a Home Contents Insurance? Landlord Assist covers your property not only for emergencies but also for maintenance work to be done throughout the year and is a great addition to a Home Contents Insurance as it covers the areas that are not typically covered by Home Contents Insurance. ..................................................................................................................................... If I have Appliance Cover for my investment property should I still get Landlord Assist? Yes, although you can opt to included plumbing and electrical emergency cover Appliance Cover generally covers certain major appliances for repair or replacement. Appliance Cover does not cover any maintenance. Landlord Assist and Appliance Cover can complement each other for optimal protection of your investment property. Visit PropertyCover for more information on Appliance Cover. ................................................................................................................................... Is there a “cooling off” period between registering a property and being able to use the Service? There is a cooling off period of 14 days from registering a property until you are able to use the Service.
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