The 5 Maintenance Issues Tenants Report Most Often
In our review of tenant-reported maintenance jobs, we found clear patterns that help investors prioritise attention and budget. Below we explain what tenants usually report, why it matters for your property, and what information you should ask tenants to include when they lodge a request.
Quick summary
Across the tenant-reported jobs in our managed portfolio, water and plumbing problems were the leading theme, followed by issues with supplied appliances, doors and locks, electrical faults and mould or damp. These figures represent matching job summaries in our dataset and are not confirmed defects or the incidence across the wider Lake Macquarie rental market.
Owners often feel blindsided by maintenance work that looks small but becomes costly when delayed. Tenants report issues in ways that vary from a clear description to a single sentence. That inconsistency slows assessment, increases downtime for the tenant and can drive repair costs higher. For investors who value steady rental income and low vacancy, the way a job is reported matters as much as the repair itself.
How this is usually approached
Many landlords respond reactively: they wait for the tenant to report, take a brief call or photo, then instruct a tradesperson. That works for obvious emergencies. It often fails where the cause is unclear, problems overlap, or where early clues could have prevented escalation. We see jobs reopened because an initial description missed a related issue.
A better way to think about maintenance
Treat tenant reports as triage information. Your aim is twofold: decide urgency, and collect enough detail to get the right technician first visit. That reduces follow-up visits, tenant inconvenience and total cost. Below we walk through the five leading themes we observed, how tenants should report them, and what you should consider as the property owner.
What we observed in our managed portfolio
In our review of tenant-reported maintenance jobs, we found these leading observed themes in the agency’s managed portfolio. The figures represent matching job summaries, not confirmed defects, unique properties, completed repairs or the incidence across the wider Lake Macquarie rental market. Repair urgency depends on the circumstances and must be assessed case by case.
| Issue category | Share of matching job summaries (rounded) | Typical tenant details to request |
|---|---|---|
| Water and plumbing problems | 34% | Exact location, start time, severity, visible damage, whether facilities still work |
| Supplied appliances and equipment | 12% | Appliance type, make/model if visible, symptoms, sounds, smells, error codes |
| Doors, locks and access | 12% | Which door or window, whether it opens/closes/locks, security concerns |
| Electrical and power issues | 8% | Areas affected, any heat/smell/sparking, smoke alarm status, total loss of power |
| Mould and damp concerns | 4% | Room and surface affected, approximate size, when it appeared, relation to rain or plumbing |
Detailed guidance on each theme
1. Water and plumbing problems
1 Water and plumbing problems were the leading observed theme in tenant reports. This includes leaks, taps, toilets, showers, drains, pipes and water-supply problems. Tenants should tell you the exact location, when it began, the severity, any visible damage and whether essential facilities remain usable. Serious leaks, burst water services and blocked or broken toilets may require urgent attention. For guidance on urgent repairs and tenant rights see NSW Fair Trading repairs and maintenance (NSW Fair Trading).
Practical note: A photo that shows the water source and any damage speeds diagnosis. If the tenant can briefly confirm whether water remains on to appliances, that helps prioritise the job.
2. Supplied appliances and equipment
2 Supplies such as ovens, cooktops, dishwashers, air conditioners, heaters, fans and rangehoods made up the next group of tenant-reported jobs. Ask tenants to include the appliance type and any visible brand or model, describe symptoms (no power, intermittent, strange noises), and note any error codes or smells. If an appliance appears unsafe, tenants should stop using it and advise you immediately.
3. Doors, locks and access
3 Issues with doors, locks, keys, windows, gates, garages and other access items are common. Tenants should identify the affected entry point and whether it still opens, closes and locks securely. Security issues can feel urgent to tenants; keep communication channels secure and avoid sending alarm codes or key details over unsecured messages.
Spotlight: Where a lock has failed and the property is insecure, arrange a priority locksmith visit. In cases where a locksmith replaces locks, document the reason and receipts carefully for the property file.
4. Electrical and power issues
4 Electrical complaints included partial or complete power loss, lighting faults, switches, sockets and smoke alarm concerns. Tenants should note which rooms or outlets are affected and whether there’s heat, smoke, sparking, exposed wiring or a burning smell. Tenants should not dismantle fittings or repeatedly reset breakers where a dangerous fault might exist. For official advice on smoke alarms and safety obligations refer to NSW government guidance.
5. Mould and damp concerns
5 Reports of mould, damp, moisture and condensation were less frequent in our review but still significant. Tenants should describe the room and surface affected, give an approximate size, explain when it first appeared and whether it changes after rain or plumbing use, and note any staining or bubbling paint. Do not assume cause or responsibility from the tenant report alone; these issues need assessment because causes range from inadequate ventilation to leaking plumbing.
Practical tip: Encourage tenants to open windows and use extraction fans after showering. Small prevention steps reduce mould recurrence and help keep repair scope low.
How to collect useful tenant reports (simple framework)
We recommend a short, consistent template tenants can follow. Good reporting saves time and money.
- Location of the issue
- When it started
- Severity and effect on use
- Any visible damage or photos
- Whether the tenant considers it urgent
When something is urgent
Urgency depends on context. A leaking kitchen sink that soaks a cupboard is different to a burst main under the house. A door that won’t lock at night can be urgent for tenant safety. We assess urgency using the details provided and sometimes need a rapid tradesperson inspection. For statutory guidance on emergency and urgent repairs see NSW Fair Trading (NSW Fair Trading repairs and maintenance).
What investors should do now
Start by reviewing how your tenants report maintenance. If you manage your property through an agent, ask for a summary of recent tenant-reported jobs so you can see patterns early. Where common themes appear, consider proactive checks—simple plumbing inspections, servicing of supplied appliances, or smoke alarm testing reduce emergency repairs and tenant downtime.
Wrap up
Tenants are often the first to spot small issues that can become big ones. In our review of tenant-reported maintenance jobs, clear patterns emerged. Treat tenant reports as triage data: gather the right detail, assess urgency, and dispatch the right tradesperson first. That straightforward approach keeps properties safer, repairs cheaper and tenants happier.
FAQs
Who pays for repairs?
Responsibility depends on the cause and the tenancy agreement. We cannot give legal advice here. You should confirm responsibilities with your property manager or seek independent legal guidance for complex disputes.
How fast do repairs need to be done?
Urgent repairs—such as burst pipes, blocked toilets or safety issues—require immediate attention. Less urgent items can be scheduled reasonably. We assess urgency from the tenant’s report and applicable guidance from NSW Fair Trading (NSW Fair Trading).
Can tenants make minor repairs themselves?
Tenants should avoid repairs that risk safety or further damage. For small matters, written agreement with the landlord or agent is best. Keep records of any agreed tenant-funded repairs.
We’re here to help investors turn tenant reports into clear actions that protect income and reduce cost. If you’d like a summary of tenant-reported maintenance for your property in our portfolio, ask your property manager for a concise report that follows the same format used here.
