Emergencies can happen any time of the day or night which is why Whittles has an After Hours Emergency Line providing support when you need it most. What sets our service apart is that it’s run in-house and staffed by highly experienced Whittles’ employees. Our helpline’s been running for 20 years so you can be confident you’re talking with advisors who know what to do, and who to contact to assist you with your emergency.

This overview of Whittles’ After Hours Emergency Line outlines the help we can provide:

When To Call The After Hours Emergency Line

First up, it’s important to define what a strata management ‘emergency’ is and when you should call the After Hours Emergency Line. We define an emergency as any situation where there’s an immediate risk to the health and safety of people and/or property. Emergencies can include:

• a water leak;
• a sewerage overflow;
• a broken-down lift in a high-rise building;
• a burst pipe;
• an alarm going off in a common area or fire panel;
• a gate that’s not working and stopping people from getting in and out;
• damage caused by a weather event; or
• a broken window or door.

As frustrating as it may be, someone parking in your car space is not considered an after hours emergency. Wanting to pay a Whittles account at night isn’t an emergency either. These matters can be followed up during business hours. It’s imperative the After Hours Emergency Line is free for emergencies only. It’s also important to know we’re not first responders. If there’s been a serious accident or crime and you need help straight away, call Triple Zero and you’ll be put through to the relevant emergency service.

Who Can Call The After Hours Emergency Line

Most people living in a community can report emergencies through the After Hours Emergency Line. These include:

• presiding officers and chairpersons; and
• owners.

When you call the helpline, the first thing you’ll hear is a recorded message to help you work out if you’re dealing with an emergency. If you listen and decide your problem isn’t an emergency after listening to the message, you can hang up and phone back during business hours. If it is an actual emergency, you’ll be asked to press a number on your phone which connects you with one of our After Hours Emergency Line advisors. They’ll answer straight away unless they’re on another call. If you can’t get though immediately, leave a message and your call will be returned as soon as possible. It’s important you leave a message so the team knows you legitimately need help and don’t confuse your call as a misdialled number or phone scammer. If you’re a tenant, we recommend you contact the property manager from the real estate agency you’re renting through to report any emergencies.

How The After Hours Emergency Line Can Help

Whittles can fix the majority of problems reported to the After Hours Emergency Line. One of the reasons we’re so successful is because we have a list of preferred contractors who can provide after hours assistance. This means we have a greater chance of getting you help when you need it. For example, if you ring the helpline after hours to report a sewerage overflow caused by a blocked toilet, we’ll take your details, ring a local plumber on our contractor list and in most cases the same plumber who is familiar with your property will contact you directly so the problem’s fixed as soon as possible. Similarly, if you have a broken window or door, we’ll help find a contractor to make your home safe that night so you’re protected and don’t have to sleep somewhere else.

Experience is another reason for our strong track record. Members of our After Hours Emergency Line team have been with Whittles for years. They know the properties within our network, the people and the building problems that can occur. Their invaluable knowledge means they can offer the best advice so your emergency is resolved as quickly as possible.

Importantly, our advisors are experienced enough to know when they can help and when it’s time to call in the authorities. We’ll always strive to fix problems that can be resolved safely and we’ll refer you to emergency services if the risk is too high. For example, if the roof of your building has blown off during a severe storm, and it’s too risky to send contractors up to fix it, we’ll talk you through the steps for contacting the State Emergency Service for help.

Another strength of our After Hours Emergency Line service is our ability to add extra resourcing during peak times so your calls are answered quickly. If there’s a major event, like a cyclone, Whittles will bring extra staff on board to help answer incoming calls from other branches.

Emergencies don’t always happen during business hours and you never know when you’re going to need help. Our After Hours Emergency Line is just another way Whittles is delivering on our commitment to provide you with the best customer service. It’s a free service and any advice we provide over the telephone is complimentary. If you’re ever faced with an after hours emergency, and aren’t sure what to do, telephone the After Hours Emergency Line for help.

The number for Whittles’ After Hours Emergency Line is 1300 888 275.

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Updated: 15 Aug 2023