Maintenance & Repairs Process
How maintenance is reported, prioritised, and managed
Riverslea manages maintenance and repairs with a focus on safety, compliance, and timely communication. This process outlines how maintenance issues should be reported, how they are prioritised, and what tenants and owners can expect.
1. Reporting maintenance
All maintenance requests should be reported in writing so they can be logged and tracked accurately.
Maintenance can be reported by:
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email jess@riverslea.co.nz
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the tenant portal (where applicable)
Phone calls are reserved for urgent or emergency issues only.
2. Urgent vs non-urgent maintenance
Urgent maintenance
Urgent maintenance is an issue that:
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poses a risk to health or safety
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may cause serious damage to the property
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prevents the property from being securely occupied
Examples include:
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no power or water
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flooding or significant leaks
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blocked or broken toilets
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broken external doors or locks
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serious electrical faults
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gas leaks
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fire or smoke damage
Urgent maintenance should be reported immediately.
Non-urgent maintenance
Non-urgent maintenance includes:
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minor repairs
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wear and tear
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issues that do not pose immediate risk or damage
Examples include:
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dripping taps
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minor appliance issues
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cosmetic damage
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general maintenance requests
Non-urgent requests are managed during business hours.
3. Response timeframes
While every situation is different, our general approach is:
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Urgent maintenance:
Actioned as soon as reasonably possible, including after hours where required. -
Non-urgent maintenance:
Logged, assessed, and scheduled within a reasonable timeframe based on priority, contractor availability, and owner approval.
We aim to keep both tenants and owners informed throughout the process.
4. Approval and costs
Some maintenance may require owner approval before work can proceed.
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Where approval is required, we will contact the owner with details and recommendations.
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Costs are the responsibility of the owner unless the issue is caused by tenant damage or misuse.
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Where urgent work is required to prevent further damage or risk, repairs may be arranged first and discussed with the owner as soon as practicable.
5. Access to the property
Tenants will be given appropriate notice where access is required, in line with the Residential Tenancies Act.
Tenants are expected to:
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provide reasonable access
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secure pets where applicable
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communicate any access restrictions in advance
6. What Riverslea does not do
To ensure clarity, Riverslea does not:
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authorise major works without owner approval (unless urgent)
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undertake or supervise DIY repairs
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guarantee contractor timeframes
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accept responsibility for delays outside our control
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carry out repairs caused by tenant damage without appropriate process
7. Owner responsibilities
Property owners are responsible for:
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funding maintenance and repairs
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responding promptly to approval requests
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ensuring the property meets legal and safety requirements
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maintaining insurance cover
Our role is to coordinate, communicate, and manage — not to replace owner responsibility.
8. Our approach
We believe effective maintenance management relies on:
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clear reporting
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fair prioritisation
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practical decision-making
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consistent follow-through
Our goal is to protect the property, ensure tenant safety, and manage issues efficiently and transparently.
Riverslea Property Management Limited
Effective date: 15 February 2026
Last reviewed: 15 February 2026