Tenant FAQs

Below are the most common questions we receive from tenants.

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After-hours Support Sounding Alarms Tenant Support

After-hours Support

Our 24/7 emergency service number is 1300 853 612 and is available for those covered by our Gold, Platinum and Ultimate smoke alarm subscription packages. For further information about the service and eligibility, please click here.

Sounding Alarms

Sometimes it can take a while for the alarm to reset itself after the hush button has been pressed, which can cause your alarm to sound. If you are still having issues with your alarm, please contact your real estate agency and inform them of this issue and they will arrange for Smoke Alarm Solutions to either troubleshoot the problem or reattend the property. Similarly, you can call our 24/7 Emergency Service on 1300 852 301 and one of our friendly team will assist you.
The first step is always to check and ensure there is no danger present before hushing a sounding smoke alarm.
 
Do not remove the battery as the smoke alarms will no longer be fully functional and provide protection against the dangers of a house fire. We instead recommend you ‘hush’ the smoke alarm as this resets the alarm and leaves it functional.
 
Hushing a sounding smoke alarm can be dependant on the brand. Generally, a smoke alarm can be silenced by locating the hush button and pressing it. This will trigger a reset of the alarm which may take a few minutes. During this time, you may hear occasional beeps before it falls silent.
 
If pressing the hush button does not work, please contact our 24/7 Emergency Service on 1300 822 301.
WARNING: If you damage or activate the end of life function, you will be charged for the alarm replacement. Alarm costs start from $124 per alarm.
A smoke alarm with a flat battery will make a short and sharp chirping sound constantly. The alarm will chirp approximately every 30 to 60 seconds for a minimum of seven days.

Tenant Support

We understand compliance matters are of extreme importance to you and your clients and our service requires a great deal of trust. As we need to communicate directly with tenants to arrange access to carry out our smoke alarm service, keeping your clients’ information confidential is important to us, and we take our responsibility regarding the security of their personal information very seriously. Our full Privacy Policy can be found here.
At Smoke Alarm Solutions, we strive to provide excellent service with every encounter, as demonstrated by our excellent Google Reviews rating. If our service doesn’t meet your expectation or if you would like to commend a member of the team who has gone over and above, we would love to hear from you. Please send through the property address we inspected, along with your contact details and a brief summary of the scenario to [email protected].
A second smoke alarm installed right next to an existing alarm is usually installed as a temporary alarm. If one of our technicians finds a hardwired alarm that needs to be replaced they will install a temporary 9-volt alarm covering the hardwired alarm to ensure a level of safety whilst we arrange for an electrician to attend.
Wall mounted alarms are perfectly acceptable in both the Building Code of Australia and smoke alarm legislation. They are however not the preferred installation method but can be utilised if there are ceiling access issues as found with cement ceilings or in the presence of a material that likely contains asbestos.
Your managing agent has a duty of care to ensure that your home is a safe environment. Federal Government legislation requires that landlords ensure their rental property is fitted with the required number of working smoke alarms compliant with AS 3786, and they are installed as outlined in the Building Code of Australia (BCA) part 3.7.2.3. This legislation is applicable to all states of Australia. Each state has additional, differing, requirements for smoke alarms. You can read about your specific state's legislation here.
Access to a property enrolled in one of our smoke alarm subscription services is required at least once per year. You will receive a standard entry notice/notice to enter in the post or via email from Smoke Alarm Solutions. This will outline the date, time range and the technician/electrician who will be inspecting the property. We will also make contact with you via SMS to advise of the upcoming smoke alarm inspection. Should you wish to be at the property when they attend, simply call Smoke Alarm Solutions when you receive the entry notice/ notice to enter or text message to specify an alternate date or time range between 8.30am and 5pm (Monday to Friday). If you do not respond to our letter or text message, your agent will supply keys for the technician to access the property to ensure your home remains a safe environment for you and your family. Please note that we are unable to determine how long the inspections will take. THINGS TO NOTE FOR YOUR INSPECTION:
  • You are welcome to call our office up to 24 hours prior to the scheduled date to re-schedule should you wish to be present and find the date or time not suitable. In the event that you will not be home, please restrain any dogs or let us know if any animals are confined in the house.
  • Our technicians will not enter a property if there is a child aged 16 or under home alone. The inspection will need to be rescheduled.
  • Please disarm any security alarms that will prevent access.
  • If you have disarmed or removed any smoke alarms, please ensure the alarms are placed in a noticeable location so that our technicians can service accordingly.
  • Our technician may require access to every room on your property to certify smoke alarm compliance. Please ensure clear access to all rooms.
  • Due to health and safety reasons our technicians are unable to remove their shoes, however make every effort to ensure their shoes are clean before entering your home.
  • Our technician will leave a card to show that they have attended and will treat your property with respect and clean up before leaving.
  • Our attendance is to meet Government legislation and to help ensure your personal safety.
You are not required to be home when we attend. We aim to be as accommodating as possible to ensure your privacy is respected and your property is made compliant switfly and efficiently. We provide an entry notice via mail or email as well as a text message prior to inform you of our upcoming arrival. You can decide to be home for the inspection if you wish, otherwise we will collect keys from your property manager to enter the premises.
We know that sometimes circumstances change so we can change a pre-booked appointment if the need arises. 
 
If your smoke alarm inspection is booked for a time which is less than 48 hours away, please contact our bookings team via 1300 852 301 and press 1 for the rescheduling line. One of our friendly team will support you through this process to arrange a new time. If your smoke alarm inspection is booked for a time which is more than 48 hours away, please complete this online form and we'll process the cancellation and/or do our best to reschedule to your preferred alternative date. https://smokealarmsolutions.com.au/tenant-change-request-form 
Access to your property is required at least once per year. You will receive a standard entry notice/notice to enter in the post from Smoke Alarm Solutions. This will outline the date, time range and the technician/electrician who will be inspecting the property. We will also make contact with you via SMS to advise of the upcoming smoke alarm inspection.  You may instead recieve an email along with a notice of our entry rather than in the post. 
 
Should you wish to be at the property when they attend, simply call Smoke Alarm Solutions when you receive the entry notice/notice to enter or text message to specify an alternate date or time range between 8.30am and 5pm (Monday to Friday). If you do not respond to our letter or text message your agent will supply keys for the technician to access the property to ensure your home remains a safe environment for you and other occupants of the property.