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.
RACV Emergency Home Assist arrives at property

How it works

  1. 1

    Home emergency occurs and tradesperson is allocated

    Tenant calls the RACV emergency number and a tradesperson is allocated to the incident. 

  2. 2

    Problem is fixed or made safe

    A tradesperson will respond to the emergency, usually within the hour. Depending on what’s gone wrong, they’ll fix the problem or make the area safe to prevent further damage.

  3. 3

    Incident is reported and closed

    A report of the incident is emailed to you and your landlord. If an incident isn't resolved and needs more work, we will provide a free, no-obligation quote for the repair.

Exclusions and limitations apply. Please refer to the RACV Emergency Home Assist Terms and Conditions for more details.  

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

Broken door or window

Blocked pipes

Burst pipe

Internal leak

Gas leak

Broken tap or shower head

Broken hot water system

Broken heating or cooling system

Blackout

  • 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 external doors or windows
    • Broken glass in an external 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 or burst 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.

    Exclusions and limitations apply. Please refer to the RACV Emergency Home Assist Terms and Conditions for more details.  

  • 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.

Property Managers FAQs

How much do I pay for RACV Emergency Home Assist?

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

A subscription to Emergency Home Assist is available for $215 per year, and RACV’s Years of Membership Benefits apply to landlords and property investors. Check out the pricing levels here.

If you are purchasing of behalf of your landlords or property investors there may be different options for you. Our business manager can take you through the options.

 

Call 1300 170 883

Are flexible payment options available?

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.  

How do I manage the subscriptions for my landlords?

We have an online business portal which allows you to enter the property you have purchased an Emergency Home Assist subscription for, and it is then activated. The portal also gives you visibility over which properties you have purchased an Emergency Home Assist subscription for.

Can a tenant purchase RACV Emergency Home Assist?

RACV Emergency Home Assist is only available for residential properties of home owners or their managing agents, including houses, duplexes, flats, units and apartments. EHA is not available to tenants. RACV encourages tenants to speak to their landlord or managing agent about the benefits of holding RACV Emergency Home Assist.

Please note, if a landlord or managing agent has nominated the tenant’s property for Service under the Terms and Conditions of RACV Emergency Home Assist, the tenant is permitted to register an emergency callout by calling 1300 170 883 and quoting the property address.

 

Call 1300 170 883

What is included in the annual subscription?

  • Up to 8 call-outs per year
  • 24/7, 365 days a year access to fully qualified tradespeople
  • Rapid response to common home emergencies
  • No after hours/weekend surcharges and includes minor parts and materials

When your tenant has a home emergency*, all they need to do is call 1300 170 883 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 replacement for home insurance or as a general maintenance, preventative or handyman service.

*Exclusions and limitations apply. Please refer to the RACV Emergency Home Assist Terms and Conditions for more details.

 

Call 1300 170 883

Can a landlord have RACV Emergency Home Assist for multiple properties?

Yes, a landlord can have multiple Emergency Home Assist subscriptions for different residential properties they own.

  • With one phone call, your tenant will get a dependable RACV tradesperson on their doorstep quickly.
  • The service is 24 hours a day, 7 days a week and there is no surcharge for night call outs, weekends or public holidays.
  • One low annual fee gives your landlord peace of mind with up to 8 emergency call outs per year and there is no additional charge for RACV to attend the emergency*.
  • All RACV tradespeople are dependable, fully accredited and trained so you know the work will be done well.
  • In most cases, we’ll fix the problem on the spot. If we can’t, we’ll make the area safe to prevent further damage, and give your tenant expert advice on how to proceed from there. We will send both you and the landlord an incident report detailing what the incident was, what work has been done and what, if any, further works are needed.  We can organise a free, no-obligation quote from a qualified tradesperson.

*Subject to EHA Terms and Conditions.