Have Your Say

CHL aims to provide a high standard of service in all areas of our operations. We recognise however that there are times when tenants affected by our operations may wish to comment on or complain about an aspect of our service.

CHL values and appreciates all the customer feedback you have kindly shared with us. Your compliments, insights and feedback are invaluable. Your information helps guide improvements in not only how we deliver our services to you, but also in ensuring that our policies and procedures are fair and transparent.

Any feedback that you choose to provide, CHL appreciates and aims to resolve any issues in a timely manner.

If you are unsure of where you can send this information, you can lodge your feedback in writing, over the telephone, on our website or in person and have it treated as formal feedback.

Remember you have the right to register a formal complaint when dissatisfied with issues about our service.

You can find information such as our complaints and appeals policies, processes and timeframe guidelines via:

• Phoning our staff on 1300 245 468

• Visiting our website on www.chl.org.au

• Visiting any one of our office locations (while adhering to that office’s COVID-19 guidelines).

CHL’s highly trained agents will help to diagnose your repair query and will assess whether your request is an emergency, urgent or a routine repair.

Type of Repair Description and Timeframe

Urgent Repairs

Consists of those which may cause serious harm towards a person or serious damage to the property e.g. storm, fire damage, gas leak, serious roof leak, a burst water service or sewage blockage and other faults that make the premises unsafe.

Priority Repairs

Normal Repairs

Consists of those of which may cause serious damage to the property and must be maintained within 24-hours* of filing the request to reduce the risk of it becoming an urgent matter e.g. failure of oven, stove or hot water service.

Consists of those which are not threatening to a person or damaging to the property but still need to be repaired within a 21-day timeframe*.

*These timeframes may differ state to state.

For leasehold properties, the landlord is responsible for routine repairs. In most cases, CHL will get urgent work fixed within four hours. The response times to each category may vary depending on where you live.

For all repairs and maintenance queries, call us on 1300 424 573 during business hours 7 days a week. You can also email us at maintenance@chl.org.au.

For any urgent and emergency repairs, you can call us on 1300 424 573 outside of our normal office hours, evenings and weekends. If you need police, fire or ambulance in an emergency, call Triple Zero (000).

If you need police, fire or ambulance in an emergency, call triple zero (000).

For more information visit our Maintenance page on our website.