Urgent Repairs in WA Rentals: Hot Water and the 24-Hour Rule
No hot water in a WA rental? Learn when the 24-hour urgent-repair rule applies, what tenants should check, and what landlords must arrange.
Under section 43 of the Residential Tenancies Act 1987, a landlord in a Western Australian rental must arrange an urgent repair with a suitable repairer within:
- 24 hours when the repair is needed to supply or restore an essential service; or
- 48 hours for another urgent repair that is needed to avoid injury, property damage, or undue hardship or inconvenience to the tenant.
These are deadlines for arranging the repair, not a guarantee that every job will be completed within 24 or 48 hours. The landlord must still ensure the work is carried out by a suitable repairer as soon as practicable after being notified.
The tenant should report the problem as soon as practicable, preferably in writing. If the landlord cannot be contacted or does not arrange the work within the applicable period, WA law may allow the tenant to organise the minimum urgent repair through a suitable repairer and claim reasonable expenses back.
This guide explains how to identify an urgent repair, what both parties should do, and how to avoid turning a repair problem into a larger dispute. It is general information only and not legal advice.
The 24-hour and 48-hour rules at a glance
| Type of repair | Examples | What the landlord must do |
|---|---|---|
| Essential-service repair at the property | A failed hot-water system, a fault in the property’s electrical wiring or fixed gas installation, a burst water service, or a sewerage or septic fault | Arrange a suitable repairer within 24 hours |
| Other urgent repair | A serious roof leak, unsafe broken window or lock, dangerous railing, flooding, or another problem likely to cause injury, property damage, or undue hardship or inconvenience | Arrange a suitable repairer within 48 hours |
| Non-urgent repair | A problem that does not meet either urgent category | Arrange the repair within a reasonable time |
The legal test depends on the actual problem and its consequences. A repair does not become urgent merely because it is frustrating, and a problem does not stop being urgent because the final replacement part will take several days to arrive.
The immediate question is whether action is needed to restore an essential service or prevent the risks described above.
First separate the utility supply from a fault at the property
Electricity and gas are named as essential services in the WA Residential Tenancies Regulations, but that does not make a landlord responsible for every interruption to those services.
Consumer Protection’s utility guidance says a tenant with separately metered electricity or gas is usually responsible for opening the account and paying connection and consumption costs. The landlord is responsible for maintaining the property’s mains supply and the fixed installations and equipment that form part of the rental.
The practical distinction is:
- Tenant or utility-provider issue: the tenant’s account has not been connected, a bill-related disconnection has occurred, gas bottles are the tenant’s responsibility under the agreement, or the wider network is experiencing an outage.
- Landlord repair issue: there is a fault in the property’s wiring, switchboard, safety switch, fixed gas installation, water or sewerage system, or in equipment supplied as part of the tenancy, such as the hot-water system.
If all power or gas has stopped, the tenant should first check whether the account is active and whether the provider or network operator has reported an outage. If the service is available to the property but a fixed installation or supplied appliance has failed, the tenant should report the repair to the landlord promptly.
Electrical shocks, tingles from taps or fittings, sparking, burning smells, damaged wiring, or water contacting electrical points are safety hazards rather than ordinary account problems. Consumer Protection says they should be reported immediately to the network operator and property manager. Only an appropriately licensed person should investigate or repair the fault.
If gas can be smelled inside, leave the area without operating lights, appliances, switches, or a mobile phone inside. From a safe place, contact ATCO Gas Faults and Emergencies on 13 13 52, then notify the landlord or property manager. A fixed gas leak or a fault in a landlord-supplied gas appliance requires a qualified gas fitter; a network-side fault remains the network operator’s responsibility.
No hot water in a WA rental: what happens next?
Loss of hot water is one of the clearest and most common examples of an essential-service repair. Water, including the supply of hot water, falls within the 24-hour category.
Where the property’s hot-water system has failed, the landlord must arrange a suitable repairer within 24 hours and ensure the work is carried out as soon as practicable. This usually means contacting the appropriate licensed plumber, gas fitter, electrician, or hot-water technician, depending on the system and fault.
Before treating it as a failed hot-water system, the tenant can safely check:
- whether cold water is still available
- whether electricity or gas is otherwise working at the property
- whether the utility account is active
- whether the provider has reported a wider outage
- whether the unit shows a visible fault code or leak
Do not remove covers, repeatedly reset a tripping circuit, attempt to relight or repair equipment contrary to the manufacturer’s instructions, or perform work that requires a licence.
The tenant’s written report should explain whether there is no hot water at all, whether the water is only lukewarm or intermittent, whether the system is leaking, and when the problem began. Include the visible make, model, fault code, and a photo if these can be obtained safely.
For example:
There has been no hot water at 10 Example Street since about 7:00 am today. Cold water and the property’s electricity are working, and there is no reported network outage. The hot-water unit shows error code E1. Please confirm which repairer has been contacted and the expected attendance time. I can provide access today and have attached a photo of the unit and fault code.
The landlord should give the repairer the system details, explain any leak or safety concern, confirm access, and tell the tenant when attendance is expected. If a part or replacement unit is required, the landlord should keep the tenant informed and discuss any safe temporary arrangement recommended by the repairer.
The 24-hour rule is a deadline to arrange the repair, not necessarily to complete a full system replacement. A parts delay does not remove the landlord’s responsibility to follow up and ensure the work is completed as soon as practicable.
If a tenant becomes entitled to arrange the minimum urgent repair because the landlord cannot be contacted or has not acted within the required period, an upgrade is not automatically authorised. Consumer Protection’s repair guidance specifically says written permission is needed for an upgrade, such as replacing a failed hot-water system with a larger one.
What counts as another urgent repair?
An urgent repair that is not an essential-service repair falls within the 48-hour category when it is necessary to avoid:
- exposing a person to the risk of injury
- exposing the premises or other property to damage
- causing the tenant undue hardship or inconvenience
Consumer Protection WA’s rental repair guidance gives examples including:
- a serious roof leak or possible ceiling collapse
- broken windows, locks, or a garage door where safety or security is affected
- an unsafe stair banister or balcony railing
- storm or fire damage
- another fault that creates a meaningful safety, damage, or hardship risk
Context matters. A minor defect may be non-urgent in one situation but urgent in another because it creates a safety risk or leaves the home unusable in an important way. Describe the actual consequences when reporting the problem rather than relying only on a label such as “urgent”.
What tenants should do
1. Deal with any immediate danger
Do not remain in an unsafe area merely to photograph the problem. If there is an immediate threat to life or safety, move away from the danger and contact emergency services, the relevant utility emergency line, or another appropriate authority first.
Take reasonable steps to prevent further damage only when it is safe to do so. Do not attempt electrical, gas, plumbing, structural, or other licensed work yourself.
2. Notify the landlord or property manager promptly
Section 43 of the Residential Tenancies Act requires the tenant to notify the landlord as soon as practicable after the need for an urgent repair arises.
Use the emergency contact details or preferred repairers provided with the tenancy documents. A phone call may be appropriate for speed, but follow it with a written message so there is a clear record.
Include:
- the property address
- what has happened and when it started
- whether an essential service has stopped
- any immediate risk to people or property
- clear photos or video, if safe and useful
- how the landlord or repairer can obtain access
- a request for confirmation of what has been arranged
The no-hot-water example above shows the useful level of detail. Keep the message factual. The purpose is to get the problem fixed, not to decide blame before the cause is known. The same calm structure used in LandlordLogic’s guide to evidence-friendly tenancy emails works for repair requests from either party.
3. Keep a repair record
Record:
- when the problem was first noticed
- every attempt to contact the landlord or property manager
- responses and promised attendance times
- photos or video showing the problem
- any steps taken to reduce damage
- repairer details, reports, quotes, invoices, and receipts
Save original messages and files. A short chronology is usually more useful than scattered screenshots. The guide to documenting a WA tenancy issue explains how to build a clear evidence timeline.
4. Make reasonable access available
Repairs cannot proceed if the repairer cannot enter. Respond promptly to a reasonable access request and try to agree on the earliest safe time.
Urgency does not remove every entry rule. A landlord may enter in an emergency; in other situations, entry may occur with the tenant’s consent at or immediately before the time of entry, or after the required written notice. The separate WA Form 19 notice-of-entry guide explains the general access process.
If you agree to an earlier repair visit, confirm the date, time, repairer, and scope in writing.
5. Follow up before arranging the repair yourself
Consumer Protection recommends contacting the landlord as soon as possible, allowing a reasonable opportunity to respond, and putting follow-up conversations in writing.
If the landlord cannot be contacted within the applicable 24- or 48-hour period, or has been notified but fails to ensure a suitable repairer will carry out the work as soon as practicable, the tenant may arrange the urgent repair under section 43.
The tenant should:
- use any suitable preferred repairer nominated for emergencies, where available
- use a person who is appropriately qualified, trained, and licensed where required
- limit the work to the minimum extent necessary to carry out the urgent repair
- avoid upgrades or optional improvements without written approval
- obtain an itemised invoice and receipt
- retain evidence that the problem was urgent and was not caused by the tenant’s breach of the agreement
- send the repair details and reasonable cost to the landlord promptly
Do not treat this as a general right to renovate, replace an item with a premium model, or arrange a non-urgent repair without permission.
6. Continue paying rent
Do not deduct the repair bill from rent or stop paying rent because a repair is outstanding. Consumer Protection states that tenants must continue paying rent while waiting for repairs.
Rent, repair reimbursement, and any compensation claim are separate issues. Withholding rent can create arrears and a new dispute even when the original repair complaint was valid.
What landlords should do
1. Acknowledge the report and start the clock correctly
Record when the tenant first reported the problem, what was reported, and whether it appears to involve an essential service or another urgent risk.
Reply promptly, even if a contractor has not yet confirmed an attendance time. A short acknowledgement tells the tenant the report has been received and reduces unnecessary repeat calls.
2. Triage the risk, not the inconvenience to the diary
Ask enough questions to understand:
- whether anyone is in immediate danger
- whether the tenant’s electricity or gas account is active
- whether the network provider has reported an outage
- whether cold water is available but the hot-water system has failed
- whether the fault appears to be in the property’s wiring, fixed gas installation, water, hot-water, or wastewater system
- whether the property is exposed to further damage
- whether the tenant can safely isolate water or power without doing repair work
- what access is available
If there is doubt about safety, use a qualified repairer to assess it. Do not ask the tenant to perform work that requires a licensed trade or exposes them to risk.
3. Arrange a suitable repairer within the deadline
Contact an appropriately qualified repairer within 24 hours for an essential-service repair or 48 hours for another urgent repair. Keep evidence of calls, messages, job numbers, and bookings.
For a failed hot-water system, give the repairer the make, model, age, fault code, fuel type, leak details, and any warranty information available. This helps the repairer bring appropriate parts or advise whether a plumber, gas fitter, electrician, or specialist technician is required.
The duty is not satisfied by sending one unanswered message to a contractor and then waiting indefinitely. The landlord must ensure the work is carried out as soon as practicable after notification. If the first contractor cannot attend, look for a reasonable alternative or arrange a safe temporary response where appropriate.
4. Keep the tenant informed
Tell the tenant:
- who has been contacted
- the expected attendance time
- what access is required
- any safe temporary instructions given by the repairer
- whether a part or follow-up visit is needed
- the revised completion estimate if circumstances change
The 24- and 48-hour periods are not automatic completion guarantees, but silence creates avoidable uncertainty. Clear updates demonstrate that the repair is actively being managed.
5. Handle access lawfully
Coordinate access rather than assuming an urgent repair creates an unlimited right to enter. Obtain and record the tenant’s consent when arranging a prompt visit, or follow the applicable emergency or notice pathway.
Where the tenant is unavailable, discuss practical alternatives such as written authority for the landlord or property manager to admit the repairer. Keep the scope limited to the repair visit.
6. Reimburse valid urgent-repair expenses promptly
If the tenant was entitled to arrange the urgent repair under section 43, the landlord must reimburse reasonable expenses as soon as practicable after the work is carried out.
Review the repairer’s report, itemised invoice, proof of payment, and the tenant’s contact history. If an amount is disputed, identify the specific concern and deal with it promptly rather than ignoring the request.
The urgent-repair reimbursement rule applies where the need for the repair did not arise from the tenant’s breach of the tenancy agreement. If responsibility for the damage is disputed, preserve the evidence and obtain current advice. Do not use uncertainty about final responsibility as a reason to leave an immediate safety or property-damage risk unmanaged.
For landlords who self-manage, the free WA Landlord Compliance Checklist provides a simple place to track repair reports, access, notices, and supporting records.
What if the repair is not urgent?
Landlords must maintain the premises in a reasonable state of repair, having regard to their age and character, and conduct repairs within a reasonable period after the need arises.
For a non-urgent repair:
- the tenant should request the repair in writing
- the landlord should acknowledge it and provide a realistic timeframe
- the tenant should follow up if the promised date passes
- the tenant should not arrange the work without the landlord’s written permission
Consumer Protection’s current repair guidance says a written request may be made by email, letter, or Form 23 – Notice to lessor of breach of agreement. What is a “reasonable time” depends on the problem, availability of trades and parts, and the effect on the tenant.
An item disclosed as not working when the tenancy began may not have to be repaired unless the landlord agreed otherwise. Check the tenancy agreement and property condition report before assuming responsibility.
Common mistakes that make repair disputes worse
Treating 24 or 48 hours as a guaranteed completion time
The obligation is to arrange a suitable repairer within the applicable period and ensure the repair is completed as soon as practicable. Some jobs need parts, specialist assessment, or follow-up work.
Treating every electricity or gas interruption as a landlord repair
The tenant is usually responsible for the utility account, connection, and consumption. A network outage should be reported to the provider. The landlord’s repair responsibility concerns the property’s mains supply, fixed wiring or gas installation, and supplied equipment.
Reporting an urgent problem only through a casual message
Use the nominated emergency contact method, then create a written record with the facts, risk, and access availability.
Letting the perfect permanent repair delay a safe response
A temporary repair may be appropriate where it safely controls the immediate risk until the permanent work can be completed. The repairer should determine what is safe and suitable.
A tenant arranging unnecessary or upgraded work
The statutory self-help pathway is limited to the minimum work necessary for the urgent repair. Optional upgrades require written agreement.
A landlord assuming every fault is tenant damage
Cause may not be obvious at first. Triage the risk and obtain the repairer’s findings before deciding who should ultimately bear the cost.
Deducting repair costs from rent
Tenants should continue paying rent and pursue reimbursement separately.
Ignoring the paper trail
Both parties should retain the original report, responses, repair booking, access agreement, repairer’s findings, invoice, receipt, and reimbursement record.
If the urgent repair or reimbursement remains unresolved
Start with a concise written summary of the issue and the outcome requested. Attach only the relevant records and give the other party a reasonable opportunity to respond.
Consumer Protection WA can provide tenancy information and assistance with unresolved rental problems. Its current guidance also states that a tenant who is not reimbursed for a valid urgent repair can apply to the Magistrates Court.
The correct next step depends on whether the dispute concerns urgency, access, responsibility for the damage, the reasonableness of the expense, reimbursement, or a broader claim. Obtain current advice before commencing formal action.
Urgent-repair checklist for WA tenants
Before arranging work yourself, check that you have:
- identified why the repair is an essential-service or other urgent repair
- checked whether an electricity or gas interruption is an account or network issue rather than a fault at the property
- notified the landlord or property manager as soon as practicable
- described the risk and provided useful evidence
- used the nominated emergency contacts or preferred repairers
- kept written records of contact attempts and responses
- allowed the applicable 24- or 48-hour period, unless immediate emergency action by the appropriate authority was necessary
- confirmed that the landlord has not arranged a suitable repairer
- selected an appropriately qualified and licensed repairer
- limited the work to the minimum necessary repair
- avoided any unapproved upgrade
- obtained an itemised invoice, receipt, and repair report
- sent the documents and reimbursement request to the landlord
- continued paying rent normally
Final note
The quickest way to resolve an urgent rental repair is for both parties to work from the same facts: what failed, what risk it creates, when it was reported, who has been contacted, and when the repairer can attend.
Tenants should report damage promptly, make access possible, and keep a clear record. Landlords should triage the risk, arrange the correct repairer within the legal timeframe, communicate progress, and reimburse valid reasonable expenses promptly.
If the other party is unsure about the process, share this guide so both sides can work from the same information.
This article is general information for WA residential tenancies and does not constitute legal advice. Check the current Consumer Protection WA guidance and legislation, and seek advice for urgent safety risks or disputed claims.