Maintenance and home alterations

Homes NSW provides planned maintenance services to keep tenant homes in good condition and ensure consistent maintenance standards across the state. All tenants are responsible for taking care of their property and reporting any maintenance needs to Homes NSW as soon as possible.

Homes NSW is improving the experience of public housing tenants. As part of this we have changed how we manage repairs and maintenance to your property.

The maintenance phone line is an in-house customer service centre called the Maintenance Hub. When you call the Maintenance Hub, you will talk to a Homes NSW staff member, not an external contractor. This service is available 24 hours a day, 7 days a week.

Our staff will oversee every part of your maintenance request and make sure the right contractor is allocated to you.

To report or follow up on a maintenance issue by phone, call the Maintenance Hub phone line.

To provide feedback on your maintenance experience, please contact the Maintenance Hub.

Making alterations to your home

Tenants are able to make alterations to their home. For any major alterations, tenants must first get written permission from Homes NSW. For more information regarding alterations, go to the Alterations to a Home policy.

Emergency maintenance issues

Emergency repairs can include:

• flooding caused by a burst water pipe
• raw sewerage overflowing inside your home
• a gas leak
• a major water leak that cannot be isolated
• reporting fire damage to a property.

For emergency repairs, call the the Maintenance Hub phone line.

Reporting maintenance issues online

Use eRepair to lodge non-urgent maintenance issues online. Each eRepair request will be reviewed by Homes NSW staff before processing.

Go to eRepair

Watch the eRepair video