During your tenancy
Property Condition Report
At the start of your lease, you’ll be given an in-going property condition report. We recommend you promptly fill out the report and return it to us, either via email or post, within 7 days of moving in.
NB: If you spot any repairs to be made or any maintenance issues at this point, please email us about those separately or submit a repair request through the Tenant Portal.
The in-going property condition report solely relates to the condition the property is in on handover to you.
It’s important for you to pay your rent on time and always provide your rental reference number so we can identify your payment and allocate it to you. Arrears are recorded on your rental ledger, which may harm your chances of success in future tenancy applications.
Fingers crossed we won’t have to, but we’ll notify you as a courtesy if a payment hasn’t been made on time.
NB: Any unidentified payments may result in your rent going into arrears and the unclaimed funds being sent to the Office of State Revenue for retaining.
Any invoice you receive, say for water usage or other outgoing charges, should be made into our trust account – i.e. never directly to billers such as Sydney Water. We will always give you adequate time to make your payments.
Don’t forget to provide your rental reference number when making any payments to us so we can identify the payment as yours.
Repairs & Maintenance
As a tenant, you’re our eyes and ears. We rely on you to report any issues to us and as soon as practical. Repairs are classified as either Urgent or Non-Urgent, and these are defined in the Residential Tenancy Agreement on Page 5. Sect 19(a) to 19(k).
If an Urgent Repair is needed out of office hours, go to Section 19 for instructions on how to proceed. Contact details for our Emergency Tradespersons are on the first page of your lease.
Please email us as soon as possible with details about your urgent repair situation. If you’re experiencing a power or water outage, we recommend checking online first to see if there is an outage affecting your street or area.
We ask that all issues are reported to us as soon as practical as to avoid any risk of injury to you or your visitors.
For Non-Urgent repairs, we ask that you email us, use our Repairs Request form or the Tenant Portal. It helps if you can be as specific as possible – and let us know your access preferences.
If you’ve reported a repair and a tradesperson has not contacted you within 48 hours, do let us know. In most cases, we’ll ask that you be at home to allow tradespeople access.
NB: We may need to wait for the landlord’s instructions before we can act on any Non-Urgent repair.
Subletting & Changes in Shared Tenancy Arrangements
Subletting the property in its entirety without approval is a Breach of the Lease agreement. Should this occur, your lease will be terminated immediately.
If a shared tenancy arrangement needs to change, get in touch and we’ll guide you through the process. If not done properly, vacated tenants remain responsible for the lease and remaining tenants may find it more difficult to receive a swift bond refund at the end of the tenancy.
Tenants are responsible for changing batteries in smoke alarms if needed during the tenancy. Please advise us if you cannot reach the smoke alarm, as we are required to have them checked periodically. If smoke alarms are removed or tampered with, tenants will be responsible for the cost of their replacement.
Keys – Locked out or locks changed?
In most cases, we can’t guarantee we’ll be available to give you access with spare keys should you lock yourself out. Plus, we may not have all keys to access your property. In the event of a lockout, it will be your responsibility to arrange and pay for a locksmith.
If we can get to you and give you access, there will be a $150.00 charge.
You are required to provide us with a copy of any new keys if locks are changed during your tenancy.
If a landlord approves your request for a pet, we’ve likely encouraged this. We love pets of all shapes and sizes. We do; however, need the landlord’s express permission. You will be liable for any damage or condition discrepancy that your pet(s) may cause. Special conditions relating to your pet approval will form part of your Tenancy Agreement.
Areas of common concerns tend to be:
- Broken and/or scratched doors and walls
- Fleas in the property after you have moved
- Stains on timber floors, requiring sanding and polishing
- Damage to carpet underlay and odour resurfacing after you have moved.
If you and your pet have been approved, please be mindful of these concerns and consider things from an owner’s point of view. Grab some more tips here.
There’s plenty of common sense things you can do to make sure you get your bond back and great reference from us. For example:
- Allow natural light and airflow, and stay on top of any mould that appears
- Give bathrooms a thorough clean at every two weeks, including showers
- Vacuum and dust regularly, especially if you have furry friends
- Clean the stovetop, oven and walls around cooking areas
- Hot tip: if it’s not an ironing board, don’t use it to iron on
- If you can’t quit smoking, quit smoking inside