How much does it cost to replace a light globe?

What we investigated

Our investigation found that on 10 July 2023, the tenant contacted Programmed Facilities Management (a private company that manages and completes maintenance and repairs on behalf of Housing ACT) and reported their oven was not working due to a suspected broken heating element.

Four days later, a contractor inspected the oven and confirmed the element was broken. The contractor noted the oven light globe was blown and replaced the element and light globe. On 9 August 2023, Housing ACT sent the tenant an invoice for $48 for replacing the oven light globe. The tenant called Programmed and stated they did not ask the contractor to replace the light globe, pointing out they are a low-income earner and could have replaced the globe themself for a much lower cost.

In response to our investigation, Housing ACT told us it had no records to confirm the contractor told the tenant the light globe was broken, that it would cost $48 if the contractor replaced it or that the tenant agreed to pay for the contractor to replace it. In late 2023, the tenant asked Housing ACT to remove the charge from their account as they did not request or agree to pay $48 to replace the light globe. Both times, Housing ACT decided the $48 charge was correctly charged and was payable.

Outcome

It was not until February 2024, when the tenant requested a second review that Housing ACT removed the $48 charge to replace the light globe on the grounds that the contractor did not tell the tenant the light globe is tenant-responsible maintenance or what the cost would be to replace it through Programmed.