What to do now
Official steps: NSW Fair Trading, Getting repairs done. The reimbursement cap is $1,000. The landlord has 14 days from your written notice and receipts to pay you. If they refuse, NSW Fair Trading first, then NCAT (application $64, or $16 with a concession card). Keep paying rent.
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Contact your landlord or agent immediately. Call, then follow up by email or text so you have a record. Say what is broken and why it is urgent. Give them a reasonable chance to arrange the repair.
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If you cannot reach them, they will not act, or they are taking too long, check the tenancy agreement for nominated or preferred tradespeople and try those first. If none are listed, or you cannot reach them, arrange a licensed or qualified tradesperson.
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Keep receipts and evidence. Photos before and after, your notification, the invoice, and proof of payment.
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Send written notice with the receipts as soon as you can. Email is fine. The landlord has 14 days to reimburse you, up to $1,000 (or any other amount the regulations prescribe).
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Do not stop paying rent, and do not deduct the cost from rent. If you are not reimbursed within 14 days, lodge a complaint with NSW Fair Trading or apply to NCAT.
Worked example
Casey's rental toilet is blocked and sewage is backing up. Casey calls the agent at 9am and leaves a voicemail, then emails. By 2pm there is no reply. The lease lists no nominated tradespeople. A licensed plumber fixes it that afternoon for $480. Casey keeps the invoice, takes photos, and emails the agent the same day with the receipt. The landlord reimburses $480 within a week.
If the landlord had refused, Casey would lodge a complaint with NSW Fair Trading (13 32 20, or the getting repairs done form). Fair Trading can issue a rectification order. If that does not resolve it, Casey can apply to NCAT.
What counts as an urgent repair in NSW
Section 62 of the Residential Tenancies Act 2010 (NSW) defines urgent repairs as:
- A burst water service
- A water appliance, fitting, or fixture that is wasting a substantial amount of water
- A blocked or broken lavatory (toilet)
- A serious roof leak
- A gas leak
- A dangerous electrical fault
- Flooding or serious flood damage
- Serious storm or fire damage
- A failure or breakdown of the gas, electricity, or water supply to the premises
- A failure or breakdown of any essential service on the premises for hot water, cooking, heating, cooling, or laundering
- Any fault or damage that makes the premises unsafe or insecure
- Any other damage prescribed by regulations
This does not include work on premises owned by someone other than the landlord (for example a head landlord).
Smoke alarms have different rules. Landlords must install and maintain working smoke alarms. If yours is not working, notify the landlord immediately. See the NSW Fair Trading smoke alarms page.
What does not count
Routine maintenance, minor faults, and cosmetic issues are not urgent repairs. A dripping tap that is not wasting a lot of water, a broken oven knob, peeling paint, minor wall cracks, or a broken door handle still need fixing, but you use the ordinary repair process: notify the landlord in writing and give them reasonable time. If they do not, complain to NSW Fair Trading or apply to NCAT for a repair order.
Conditions for reimbursement
Under section 64 of the Residential Tenancies Act 2010 (NSW), the landlord must reimburse you for urgent repairs if:
- The disrepair was not caused by your breach of the tenancy agreement
- You gave notice, or made a reasonable attempt to notify them
- You gave them a reasonable opportunity to arrange the repairs (if you were able to notify them)
- You made a reasonable attempt to use any nominated person listed in the tenancy agreement
- The tradesperson was licensed or otherwise appropriately qualified where that is appropriate
- You gave written notice of the repairs and the costs, with receipts, as soon as practicable after the work was done
The cap is $1,000 (or any other amount prescribed by regulation). Payment is due within 14 days of the written notice and receipts.
If your landlord refuses to reimburse you
Contact NSW Fair Trading first: 13 32 20 (Mon to Fri, 8:30am to 5pm) or the getting repairs done complaint form. Fair Trading can investigate and may issue a rectification order.
If that does not resolve it, apply to NCAT through NCAT Online Services or a paper form. The application fee for residential proceedings is $64, or $16 if you hold a concession card (fees as at 1 July 2026). NCAT can order reimbursement and may award compensation for proven loss. Most people represent themselves.
Where to get help
NSW Fair Trading: 13 32 20 (Mon to Fri, 8:30am to 5pm)
Getting repairs done
NCAT: ncat.nsw.gov.au or 1300 006 228
Fees
Tenants' Union of NSW: tenants.org.au or 1800 251 101 (outside Sydney metro), (02) 8117 3700 (Sydney metro)