Hot water responsibilities in rentals: timelines and obligations

We explain what to do right now if your property loses hot water for rentals and who must act under residential tenancies rules.

We outline key obligations for a landlord and their agent, what counts as an essential service and how quickly repairs must start. Take photos, save messages and keep the condition report and receipts as evidence.

We describe practical steps: contact the landlord agent promptly, request an urgent repair, and allow trades access so work can begin. We also explain why you should keep paying rent and how to escalate if the issue is not fixed within a reasonable time.

For urgent help in Melbourne, we recommend OnCall Emergency Plumbers. Our licensed team offers 24/7 emergency repairs, general plumbing, blocked drains, burst pipes and leak fixes, using trusted brands to keep repair costs fair.

Key Takeaways

Keep paying rent; withholding it risks your tenancy.
Document the fault with photos, videos and the condition report.
Contact the landlord or agent immediately and request urgent repairs.
Allow trades access and note timelines for emergency repair work.
Escalate to NSW Fair Trading or NCAT if repairs stall.

Understanding hot water as an essential service in Australian rentals

Loss of supply is usually classed as an essential service, creating clear duties for the landlord and their agent to act swiftly.

Under residential tenancies practice, no hot water is an urgent repairs matter. Tenants should phone the landlord or agent immediately and follow up in writing.

What counts as an urgent repair for hot water

An urgent repair covers a failed water heater, gas faults or unsafe electrical issues tied to the unit. These are treated as immediate safety or utility failures that need attention.

Reasonable timeframes: when “no hot water” must be fixed

Attendance is normally expected within one to two days, subject to access, parts and owner approvals. If the unit sits behind a locked gate or indoors, arrange access quickly.

Tenant: notify promptly and record communications.
Landlord / landlord agent: arrange trades and authorise repairs done.
Keep paying rent and cooperate with access to avoid delays.

Issue	Typical response time	Responsible party
No hot water supply	1–2 days	Landlord / agent
Gas leak or electrical fault	Same day or urgent	Landlord / agent
Parts delay or owner approvals	Varies (days to weeks)	Landlord

If you need fast coordination in Melbourne, we can engage OnCall Emergency Plumbers 24/7 to speed up emergency repairs. Call 1800 571 216.

How to act immediately when you have no hot water

If your heater stops, move calmly and follow a short checklist. First, keep people safe and avoid any direct tampering with gas or electrical components.

Safety first: gas, electrical and leak checks

Smell gas, see arcing, or a large leak? Step back, turn off mains if you can do so safely, and alert your landlord or agent straight away.

Only carry out basic checks. Look at the isolation valve and the circuit breaker. Do not attempt repairs yourself.

Who to contact and what to say to your landlord or agent

Phone the property manager first, then follow up with an email that includes date, time, a clear description of the problem and photos.

Tell them if there is a gas smell, visible leak or complete loss of supply, and state your availability for access so the job is logged as urgent repairs.

Making the property accessible for plumbers

Arrange keys or be home, keep gates unlocked and pets secured. Lack of access delays fixes by days.

We can dispatch OnCall Emergency Plumbers 24/7 across Melbourne to make the site safe and restore supply where possible.
Call 1800 571 216 to arrange an urgent visit and ask the agent to authorise prompt repairs.

Issue	Immediate action	Who to notify
Gas smell	Evacuate, avoid flames, call emergency plumber	Landlord / agent
Electrical arcing	Turn off breaker, keep distance	Agent and licensed electrician
Visible leak	Isolate supply if safe, photograph damage	Landlord and plumber

If you need help right now, ask the agent to contact us via this link to arrange urgent repairs in Southbank: urgent repairs in Southbank.

Documenting the problem: evidence that supports your case

Gathering clear, timestamped evidence will make any dispute over repairs far easier to resolve. Start by recording the fault the moment it appears and keep copies of everything linked to the tenancy.

Photos, videos and condition reports

Take timestamped photos of the heater, controls and any visible error codes. Record short videos of taps running with no hot supply.

Cross-reference the condition report and your tenancy agreement to show the prior state of the property and that the facility was included at move-in.

Email templates and what details to include

Send a clear email and follow up by SMS and phone. Include date and time the problem began, rooms affected, any safety concerns and a request for urgent repairs done.

Attach photos and videos.
State your availability for access and whether key collection is authorised.
Keep paying rent while you document the issue.

What to log	Why it matters	Example entry
Timestamped photos	Shows condition at time of fault	12 Jun, 09:15 — unit display shows E01
Contact attempts	Proves you tried to contact landlord/agent	Email sent 12 Jun, 09:20; phone call 09:30
Receipts	Supports compensation or rent reduction claims	Plumber invoice, parts bought

Keep an evidence log with dates, names of staff you spoke to and trades’ attendance times. If progress stalls, use the agency complaints process and consider applying to the tribunal. NSW Fair Trading can also investigate and may issue rectification orders with completion dates.

If you are in Melbourne and need urgent help while you’re documenting the outage, we can organise 24/7 attendance from OnCall Emergency Plumbers. They deliver affordable, quality repairs using reputable brands. Call 1800 571 216.

Hot water for rentals: obligations of landlords, agents and tenants

When a breaker trips or a heater fails, specific responsibilities fall to the landlord and agent—here’s what we must all do.

Landlord and agent duties for repairs and maintenance

Landlords must keep the property in reasonable repair. That includes the included service and any fixed plant supplied with the premises.

Agents must log the report, arrange appropriate trades and seek owner approvals where needed. They should also communicate expected timelines and coordinate access.

Tenant responsibilities under the tenancy agreement

Tenants should report faults promptly, provide access and avoid attempting unlicensed repair. Continue to pay rent while the issue is addressed.

Good evidence helps. Share photos, times and availability so the agent can get the right trades on site fast.

Who pays: The landlord pays where breakdowns arise from fair wear and tear or included facilities failing.
When tenant may be liable: Damage from misuse can shift cost to the tenant, but this rests on evidence and the tenancy agreement.
Escalation: If repairs stall, the agent should seek owner approval, offer temporary measures and update the tenant. Tribunal or Fair Trading orders are options if the issue endures.

Party	Role	Expected action
Landlord	Maintain property	Arrange and fund repairs
Agent	Coordinate trades	Log reports, seek approvals
Tenant	Notify and permit access	Document fault, continue rent

Safety note: Gas and electrical diagnostics must be done by qualified trades.

In Melbourne we can help landlords and agents meet duties quickly. OnCall Emergency Plumbers offer 24/7 response with quality materials and reputable brands. Call 1800 571 216.

Timelines and the repair process, step by step

We explain how long you should expect attendance and the practical steps from first report to completed works.

Urgent repairs versus non-urgent matters

Urgent repairs such as a complete loss of supply are treated as a breakdown essential service. Attendance is normally expected within one to two days, subject to access and parts.

Non-urgent matters can wait longer and usually follow normal maintenance cycles. That distinction affects a landlord’s duty to act under the residential tenancies act and relevant law.

When tenants can arrange emergency work

If you cannot contact the landlord or agent, tenants may arrange emergency repairs up to the value of two weeks’ rent.

Keep receipts and a clear evidence timeline showing date you reported the issue, days without service, trades’ attendance and invoices. This supports any reimbursement claim or tribunal application.

Common causes of delay and how to avoid them

Owner approvals and requests for multiple quotes — minimise by offering flexible access and clear photos.
Parts availability — ask the trades if reputable brand parts speed completion.
Manager availability — phone then follow up in writing to log the problem and reduce lag.

Step	Typical days	Who acts
Report and log	Same day	Tenant / contact landlord
Attend and assess	1–2 days	Landlord / agent / trades
Complete works or replace unit	Varies	Landlord / trades

We can coordinate rapid attendance in Melbourne through OnCall Emergency Plumbers to meet urgent timelines. Call 1800 571 216 any time to reduce wait and help ensure repairs done promptly.

Escalation pathways if repairs are not done

If repairs stall, there are clear legal paths we can follow to compel action and seek compensation.

We can apply to the civil administrative tribunal when a landlord or agent has not made reasonable efforts to fix the issue.

The tribunal can order that specified repairs be completed, award compensation, or direct that all or part of the rent be paid to the tribunal until the work is done.

What orders you can seek and time limits

Orders to have repairs done and to pay reasonable compensation.
Directions to pay rent to the tribunal or a rent reduction while the problem persists.
File within three months of the missed repair deadline for most orders, or before the tenancy ends for rent reduction claims.

Evidence and urgency

Bring photos, receipts, the condition report and copied messages to show the place was not in reasonable repair and you tried to contact landlord agent.

If there is an immediate safety risk, request an urgent hearing and follow up with the registry.

Issue	Remedy	Who applies
Repairs not done	Order to complete repairs	Tenants to NCAT
Loss or cost to tenant	Compensation (up to $15,000 typical cap)	Tenants to NCAT
Ongoing disrepair	Rent paid to tribunal / rent reduction	Tenants to NCAT

Alternative: NSW Fair Trading may issue rectification orders with a completion date as a free option before or instead of tribunal action.

Practical tip: Keep communications professional and bundle your evidence. While you escalate, we can still arrange urgent attendance in Melbourne through OnCall Emergency Plumbers to reduce disruption and risk. Call 1800 571 216.

Costs, approvals and who pays for what

When a breakdown occurs, the next steps depend on cost, owner approvals and whether a repair or full replacement is needed.

We act to clarify costs quickly. Minor repairs are usually approved by the agent and completed within a few days. Higher-value work can trigger owner sign-off and multiple quotes.

Owner approvals and replacement scenarios

If the replacement cost exceeds two weeks’ rent, owners often request multiple quotes. That can add days to the timeline if decision-makers are unavailable.

Agents administer approvals and present options to the owner.
Landlord is generally responsible where the breakdown arises from fair wear and tear.
Tenants speed progress by supplying clear photos, flexible access and keeping records.

Situation	Likely action	Typical delay
Minor repairs	Agent authorises trade	Same day to 2 days
High-cost replacement	Owner approval, multiple quotes	Several days to weeks
Access issues (gates/pets)	Reschedule, extra call-out cost	1–3 days

We use reputable brands and quality materials to reduce repeat visits and overall cost. For fast quotes and coordination with agents and owners in Melbourne, call OnCall Emergency Plumbers on 1800 571 216.

Coordinating with a 24/7 emergency plumber in Melbourne

We mobilise quickly to reduce disruption and make sure repairs are recorded and authorised. When a tenant or agent calls, we log details, scope the job and confirm access before dispatch.

Why choose OnCall Emergency Plumbers

We operate 24/7 across Melbourne and specialise in urgent repairs, blocked drains, burst pipes and leak fixes. Our team prioritises safe diagnosis and fast attendance.

Quality materials and brand partnerships

We use reputable brands and quality parts to reduce repeat visits and extend service life. That keeps overall repair costs lower and outcomes more reliable.

How we work with landlord agent and tenants

We coordinate with the landlord agent to obtain approvals and manage keys or access. If gates are locked or indoor units need entry, authorising access avoids day-long delays.

Prepare the site: unlock gates, secure pets and clear space around the heater and meter.
Timelines: same-day attendance is common when parts are on hand; replacements typically take two to four days with owner approvals.
We also handle related plumbing discovered during diagnosis to streamline repairs.

Service	Typical outcome	Who to contact
Emergency attendance	Same-day where possible	Call 1800 571 216
Replacement work	2–4 days with approvals	Agent and owner co-ordination
Follow-up repairs	Quality parts to avoid repeats	OnCall Emergency Plumbers

Call 1800 571 216 for immediate assistance. We provide clear scoping, transparent pricing and documented records to support tenants, landlords and agents through the repair process.

Preventive steps to minimise hot water breakdowns in rentals

Early observation and prompt reporting often prevent bigger repair bills and longer downtime.

We recommend simple, safe checks tenants can do to spot early signs of trouble. Noting odd noises, temperature changes or minor leaks helps the agent authorise timely repairs and avoids a full breakdown.

Quick tenant checks: look for pooling, rust or reduced flow and tell the agent straight away.
Safety flags: gas odours, scorch marks or tripping circuits must be reported immediately so urgent repairs can be arranged.
Access and timing: offer flexible windows to avoid delays; limited access is a common cause of extended outages.
Routine care: landlords should schedule periodic professional maintenance to reduce recurring problems and downtime.

Check	Action	Who
Temperature fluctuation	Log and report	Tenants
Minor leak	Photograph and notify	Tenants / Agent
Gas smell	Evacuate and call emergency	Tenants / Trades

Good maintenance choices and quality parts reduce repeat visits and extend system life. We can schedule preventative checks in Melbourne and arrange sensible repairs and servicing.

Call 1800 571 216 or ask the agent to book our preventative checks in Plenty to keep the property safe and minimise time without service.

Conclusion

This conclusion brings together the practical steps you can take to secure a prompt, lawful repair outcome.

We recap your rights under residential tenancies and the residential tenancies act: an included service is an essential utility and the landlord must keep the property in reasonable repair after notice of a failure breakdown.

Do your part: report issues promptly, provide access, keep paying rent and keep communications professional with the landlord agent.

Take evidence, check safety, contact the landlord and agent, document everything and cooperate so repairs proceed without delay. If progress stalls, use civil administrative tribunal or NSW Fair Trading pathways to seek orders, compensation or rent remedies.

Keep your condition report and agreement to show the service was included and that the landlord is responsible to pay. For Melbourne residents we offer 24/7 attendance — call OnCall Emergency Plumbers on 1800 571 216 or visit https://oncallemergencyplumbers.com.au/.

FAQ

What are the landlord’s obligations for hot water in a rental?

Landlords must provide and maintain essential services, including a working system that supplies warm water for bathing and washing. We must arrange repairs promptly when the system fails, comply with the tenancy agreement and relevant Residential Tenancies Act provisions, and pay for reasonable maintenance and replacements unless the tenancy agreement states otherwise.

Is lack of hot water considered an urgent repair?

Yes. A breakdown that prevents tenants from meeting basic needs — such as no supply to bathrooms or kitchens — generally qualifies as an urgent repair. We advise treating it urgently because it affects habitability and may be defined as an essential service under state tenancy laws.

How fast must urgent hot water repairs be completed?

Reasonable timeframes vary by state, but urgent repairs should begin immediately and be completed as soon as possible. If the landlord or agent cannot act quickly, tenants may be able to arrange emergency repairs and seek reimbursement, subject to limits set by the Residential Tenancies Act and tribunal decisions.

What should tenants do first when there’s no hot water?

Prioritise safety. Turn off gas or electrical supplies to the heater if you suspect a leak or electrical fault, and stop using damaged fittings. Then contact the landlord or agent straight away, clearly describing the fault and requesting urgent repair.

Who do we contact about an urgent hot water problem?

Contact the landlord or property manager first, using phone and follow up with written notice by email or text. If they don’t respond and the situation is urgent, tenants can arrange an emergency plumber and keep receipts to request reimbursement.

How should we make the property accessible for tradespeople?

Provide safe access, lockbox codes or be available at agreed times. Clear the area around the hot water unit and ensure pets are restrained. We should coordinate timing with the plumber and inform the landlord or agent when access is required.

What evidence should tenants collect to support a repair request?

Take photos and videos showing the fault, including error codes, leaks, or damage. Keep dated messages, emails and condition reports. Record times and dates of calls to the landlord or agent and tradespeople to build a clear timeline.

Is there a recommended email or message template to report the issue?

Yes. Include the property address, tenancy details, a clear description of the problem, when it began, any safety concerns, and ask for urgent action. Attach photos or videos and request a reply within a reasonable timeframe so there’s a written record.

Who pays for repairs — the landlord, agent or tenant?

Landlords are generally responsible for repairs and maintenance of essential services. Agents act on the owner’s behalf and must organise repairs. Tenants only pay if they caused the damage through negligence, or if the tenancy agreement specifies otherwise.

Can tenants arrange repairs and claim costs back?

In many jurisdictions tenants can arrange emergency repairs if the landlord is uncontactable or fails to act, then seek reimbursement up to statutory limits. Keep detailed receipts and evidence; if there’s a dispute, the Civil and Administrative Tribunal can decide.

What’s the difference between urgent and non-urgent hot water repairs?

Urgent repairs affect health, safety or essential services (no supply, major leaks, gas faults). Non-urgent repairs include minor maintenance, cosmetic issues or intermittent performance that doesn’t significantly affect living standards.

When can tenants lawfully spend up to two weeks’ rent on emergency repairs?

Some state laws allow tenants to arrange urgent repairs and claim costs up to a capped amount (often around two weeks’ rent) if the landlord cannot be contacted. We must follow statutory rules about quoting trades, keeping receipts and notifying the owner promptly.

What causes delays in repairs and how can we avoid them?

Delays often stem from slow owner approvals, unavailable parts, or scheduling conflicts. We can reduce delays by notifying landlords quickly, providing clear access, choosing reputable trades who supply parts, and requesting temporary solutions while awaiting replacement parts.

What steps can we take if the landlord doesn’t fix the problem?

Keep records of all contacts and evidence, send written requests for repair, and allow reasonable access for trades. If the landlord still fails to act, apply to the Civil and Administrative Tribunal for orders, or seek NSW Fair Trading assistance where applicable.

Can tenants get rent reduction or compensation for no hot water?

Yes. Tenants can apply to a tribunal for compensation or rent reduction when essential services are impaired and repairs aren’t carried out in a reasonable time. Provide evidence of loss, inconvenience and repair timelines to support the claim.

What is a rectification order from NSW Fair Trading?

A rectification order requires an owner to fix building or service defects that affect safety or amenity. Tenants can request Fair Trading investigate; if they find issues, orders may be issued as an alternative or precursor to tribunal action.

When do owners need to approve major replacements?

Owners must approve significant repairs or replacements such as tank or system swaps. Agents should obtain quotes and owner consent quickly; if the owner delays unreasonably, urgent temporary fixes should be arranged to restore service.

What should we look for when choosing a 24/7 emergency plumber in Melbourne?

Choose a licensed, insured plumber with strong local reviews, clear pricing, and experience with electric, gas and solar systems. Confirm use of quality parts and reputable brands, and request a written quote and invoice for tribunal or reimbursement purposes.

Why might we choose OnCall Emergency Plumbers for urgent repairs?

OnCall Emergency Plumbers operate 24/7 in Melbourne, offer prompt responses, and use trusted materials. They provide transparent pricing, written invoices and can handle gas and electrical hot water systems, helping tenants and agents restore service quickly.

How can tenants prevent future breakdowns?

Schedule regular servicing, avoid overloading the system, flush tanks as recommended, and report small faults early. Keep the area around the unit clear and follow manufacturer guidelines to extend equipment life and reduce urgent failures.