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Our relationship with you

Defence Housing Australia (DHA) together with our Maintenance Contractors strive to deliver a high level of customer service to tenants while providing a high quality of workmanship.

Contractor DHA
Contact tenant within two days (48 hours) of receiving Maintenance Item Provide up to date contact details for tenants or correct vacancy entry
Complete works within agreed timeframes Be accurate in the scope of works and completion dates
Provide a high level of customer service and keep tenant and DHA informed at all times Provide a high level of customer service
Provide value for money Review invoices and question when unreasonable
Provide feedback to DHA Provide feedback on a regular basis
Contractor DHA
Complete works to a professional standard Inspect regularly and provide feedback
Arrive on time Provide accurate information
Be well presented and polite Undertake regular spot check audits and provide feedback
Provide professional feedback to DHA. Do not negotiate outcomes with the tenants without DHA's prior knowledge Do not discuss tenants personal issues/ concerns with contractor
Keep tenants informed of delays, when waiting on parts or if there is a change to the Maintenance Item Keep contractor informed of any changes to the Maintenance Item and/or delays
Contractor DHA
You must make at least three attempts to arrange access with the tenant Provide correct numbers and best times to contact the tenant
Maintenance Items must be completed within timeframes and as per statement of requirement or scope of works Provide accurate scope of works and talk to contractors if unsure
No variations to Maintenance Item unless authorised by DHA Provide a service where contractors can contact someone to arrange variations if needed
Invoices must be submitted within 14 days of completion of works Invoices will be paid within 30 days of receipt
Insurances must be kept up to date Update insurance details as provided by contractors