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Emergency Home Assist for Property Management

You manage the property - we’ll respond to the home emergencies

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How it works
What's included
Frequently asked questions
Other services

Thank you for contacting us

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We'll contact you within 72 hours and may ask for this reference number.

We understand the pressure real-estate agencies are under to resolve urgent home repairs, as landlords and tenants rely on their property manager to act promptly when emergencies arise.

Whether you manage a large portfolio of properties or a few key clients, with RACV Emergency Home Assist you will be able to deliver fast, reliable and stress-free emergency response service.

Tenant information kits, rapid response, qualified tradespeople and thorough reporting are all just part of our service:

  • Peace of mind for your landlords - Landlords can relax, knowing their investment is in safe hands.

  • Quality service for your tenants - Tenants get assurance that home emergencies will be responded to fast, day or night.

Let's talk about how we can work together

Enquire online for more information.

Enquire online

24/7 assistance

Our extensive network of highly qualified tradespeople is available round the clock, 365 days a year – with no callout fees, afterhours or weekend rates.

Unlimited callouts*

For less than the cost of one average service call, we respond to a range of common home emergencies and more serious incidents, such as a blocked toilet or drain, power failure, gas leak or burst pipe.

You can count on us

Give your landlords and tenants peace of mind with RACV Emergency Home Assist. Landlords will also get the benefits of RACV membership with discounts, special offers and more.

*Callouts are unlimited, subject to the Fair Use Policy. Exclusions and limitations apply – for more detail, refer to the  RACV Emergency Home Assist Terms and Conditions (PDF, 3.4 MB).

 

How it works

  • Call when you need us

    If your tenant has an emergency, call 13 46 63 anytime. We'll send a qualified tradie to the tenant, usually within the hour. This plan includes unlimited* emergency callouts, 24/7.

  • They'll get to work

    Many emergencies can be fixed on the spot. If the issue can't be, the tradie will provide a temporary fix to make the area safe.

  • We let you know the next steps

    A report of the incident is emailed to the tenant and the landlord. If further work is required for a full repair, the tradie will provide a no-obligation quote through RACV Trades.

What home emergencies are included?

In accordance with the Residential Tenancies Act, it’s a landlord’s responsibility to make sure a rented property is well maintained and that urgent repairs are responded to. If an urgent repair is needed and the landlord doesn’t respond promptly to the problem, the tenant can authorise urgent repairs to be carried out. This potential cost can be avoided with our Emergency Home Assistance, as your tenants have access to rapid response service for common plumbing, electrical and lock-out home emergencies.

Lock out emergencies

  • Being locked out of the house
  • Broken key in lock
  • Home safety is threatened as a result of damaged locks or jammed doors or windows
  • Broken glass in a door or window (make safe and clean up; excludes glass replacement)

Plumbing emergencies

  • Blocked toilet, pipe(s), or drain
  • Burst pipe or joint
  • Internal leak through the ceiling or walls
  • Gas or internal leak
  • Broken tap or showerhead
  • Broken or burst hot water system
  • Broken or damaged heating/cooling system

Electrical emergencies

  • Blackout or power failure in the house (excludes area-wide blackouts)
  • Broken hot water system (including inability to re-ignite pilot light)
  • Broken or damaged heating system
  • Broken or damaged cooling system

Helping you deliver exceptional service

Value for money

For a low annual fee, your tenants will have access to fast-response service when they experience a home emergency.

Easy reporting

Our team will email an incident report to the property manager and the landlord outlining the work that was done at the property and if additional repairs are needed.

Commitment to fixing the emergency

In most cases we'll fix the problem on the spot. If this isn't possible, we'll secure the property and provide expert advice on what's needed, as well as a free, no-obligation quote.

Service you can count on

Enjoy the backing of an extensive network of highly qualified tradespeople 24/7, 365 days a year.

Frequently asked questions

RACV Emergency Home Assist is available as an annual subscription product. 

For information about unique partner pricing tailored to your business needs, reach out to our business manager using the online enquiry form.

  • Unlimited* callouts for plumbing, electrical and locksmith emergencies
  • Qualified tradies available 24/7, 365 days per year
  • A rapid response to your emergency (help arrives usually within the hour)
  • No after-hours/weekend surcharges
  • A 72-hour waiting period applies after purchase

When your tenant has a home emergency, all they need to do is call 13 46 63 and we’ll send a fully accredited tradesperson to their door.

If the home emergency requires specialised or more extensive repairs, we’ll give them advice on what should be done next and provide a free no-obligation quote to you and the property owner. 

RACV Emergency Home Assist is a fast response emergency service and is not intended as a general maintenance, preventative or handyman service. Emergency Home Assist is not a replacement for home insurance and does not insure the home owner against the costs of a home emergency.

If you are a property management or real estate agency paying on your customer’s behalf, we can invoice you monthly for the subscriptions taken. The invoice will detail the properties you have purchased Emergency Home Assist for in that month. These can be paid via Bpay or Credit Card within 30 days of invoice.  

General maintenance and non-urgent repairs aren’t included, like:

  • dripping taps
  • installing or changing light globes
  • installing a new sink, toilet or shower head
  • installing a new hot water system.

If the job requires a specialist trade (e.g. hydronic heating specialist) or a specialist part, a free quote will be provided for additional work.

RACV Trades can help you find the right tradie for non-urgent or maintenance jobs.

For a full list of conditions, limits and exclusions, check the RACV Emergency Home Assist Terms and Conditions (PDF, 3.4 MB).

Emergency trade services are available in metro Melbourne and many regional areas in Victoria, including:

  • Ballarat
  • Bellarine Peninsula
  • Bendigo
  • Geelong
  • Mildura
  • Mornington Peninsula
  • Shepparton
  • Traralgon
  • Wangaratta
  • Warrnambool
  • Wodonga.

If you live elsewhere in Victoria and want to check if we can help you, call us on 13 46 63.

Other ways we can help your business

*Subject to the Fair Use Policy. Refer to the RACV Emergency Home Assist Terms and Conditions. (PDF, 245 KB) for more details.

RACV Trades is a trading name of RACV's trade partner, Club Home Response Pty Ltd (Victorian registered domestic building practitioner number CDB-U 100178). All works are performed or arranged by Club Home Response Pty Ltd. trading as RACV Trades. See RACV Trades terms and conditions.

RACV Security Pty Ltd ABN 49 079 148 342 trading as RACV Home Security. Security Licence (Vic.) 733-411-10S and Security Registration (Vic.) 733-411-31S.

The information provided is general advice only. Before making any decisions please consider your own circumstances and the Product Disclosure Statement and Target Market Determinations. For copies, visit racv.com.au. As distributor, RACV Insurance Services Pty Ltd AFS Licence No. 230039 receives commission for each policy sold or renewed. Product(s) issued by Insurance Manufacturers of Australia Pty Ltd ABN 93 004 208 084 AFS Licence No. 227678.