Requesting maintenance and reporting problems

There are 2 ways  you can request repairs or report problems:

• submit a request online through MyHousing Repairs
• call the Maintenance Hub on 1800 422 322.

Both services are available 24 hours a day, 7 days a week.

MyHousing Repairs

You can submit a request online anytime through MyHousing Repairs, which is available through the MyHousing App. Please use this service for non-urgent repairs.

You can download the MyHousing App on your Apple (iOS) or Android phone. To register, all you need is your name, date of birth and your Homes NSW Client or Payment Reference number.

To submit a request, follow these steps:

1. Go to the MyHousing App
2. If you a registered tenant, log into MyHousing App
3. Select ‘Submit a repair request’
4. Provide details about the issue
5. Upload photos of the issue (optional)
6. Submit

You’ll be able to view the status of your request anytime.

Find out more about the MyHousing App.

Maintenance Hub

You can call the Maintenance Hub anytime on 1800 422 322. Please call the Maintenance Hub right away if you need urgent repairs

When you call the Maintenance Hub, you will talk to a Homes NSW staff member. Please give them as much detail as possible about the issue. They will provide support and advice and are able to make decisions on the spot about what needs to be done.

For your convenience, telephones with a direct link to the Maintenance Hub are available in the lobby of local Homes NSW offices to use during business hours.

When you call the Maintenance Hub, you can expect:

• we’ll give you a timeframe
• we’ll give you a reference number
• we’ll let you know if a contractor will do the work
• the contractor will contact you to arrange an appointment
• the contractor will take photos of their work and report back to us
• we’ll ask you to sign-off on the work.

Please ring the Maintenance Hub back if the problem gets worse or you have not had a response to the request in the timeframe you were given.

Timeframes  for repairs

We prioritise repairs according to their urgency. The timeframes range from 4 hours for emergency work to 18 days for non-urgent work.

If a contractor can’t finish emergency work in 4 hours, they’ll make it safe and then fix it as soon as possible.

Reporting vandalism

Please call the Police Assistance Line first on 131 444 to report vandalism before calling the Maintenance Hub.

You will be asked to provide details of the damage and when it happened.

The Police Assistance Line will give you an event number for your report - make sure you write this down. You will need to give the event number to the Maintenance Hub staff when you call to request a repair.

How to provide feedback

Your feedback will help us improve our service. Please call the Maintenance Hub on 1800 422 322 to submit feedback about your experience.