How do I submit a maintenance request from the CareHub?

If you're in a retirement village or community using Lumin, you can submit a maintenance request directly from the CareHub — no paper forms, no phone calls. The request goes straight to your village's maintenance team.

How to submit a request

1. On the CareHub home screen, tap the Community tile (or Maintenance Requests, depending on your village's setup).
2. Tap Submit a Maintenance Request (or + New Request).
3. Describe the issue in your own words. Take your time — there's no character limit.
4. Add a photo (optional but very helpful). Tap the camera icon to take a photo of the issue.
5. Select the area where the issue is, if asked (kitchen, bathroom, garden, common area, etc.).
6. Tap Submit. The request is sent to your village's maintenance team. You'll see a confirmation that it's been received.

Tracking your request

Once submitted, you can usually see the status of your request on the CareHub:

• Submitted — the village has received your request
• Acknowledged — village staff have read it
• In progress — work has started
• Completed — the work has been done Status updates depend on how your village handles maintenance — see the note below about different village setups.

Different village setups

Maintenance requests work differently depending on what your village has chosen:

• Native Lumin maintenance. Your village uses the Lumin platform to receive and manage requests. Status updates appear on your CareHub.
• Integration with the village's existing maintenance software. Through Lumin Connect, your request is passed through to whatever system the village already uses (some villages have established maintenance management tools). Status updates may or may not flow back to your CareHub, depending on the integration. If you're not sure how your village handles it, your village staff can tell you what to expect.

What if it's urgent?

For genuinely urgent issues — water leak, electrical hazard, broken lock — don't rely on the maintenance request system alone. Phone your village's emergency or after-hours maintenance line. The CareHub maintenance request is for routine issues, not safety emergencies. In a genuine emergency (fire, medical, immediate safety), call 000 (AU) or 111 (NZ).

What this isn't for

The CareHub maintenance request is for village-managed issues — your dwelling, the village grounds, shared facilities. It's not for:

• Lumin device issues — for problems with the CareHub itself, contact Lumin Support
• Personal services or shopping — those are out of scope