contents
contents
home is where your heart is...so we’re here to ensure you feel the love
entry condition report
rental payments
taking care of your home during your tenancy
Air conditioners
Bathrooms, powder rooms and laundry
Black-outs
Bio-cycle, enviro-cycle and septic tanks
Candles
Car parking
Carpets
Cleaning
Clothes dryer
Contents insurance
Curtains and blinds
Dishwasher
Drains
Fire places
Fire safety
Fixtures and appliances
Floors
Hot water systems
Insinkerator/waste disposal unit
Kitchen bench tops
Lawns and gardens
Light globes, light bulbs, LED lights, halogen lights, fluorescent lights etc.
Local area information
Locked out of your property
Locks and keys
Maintenance
Noise/nuisance
Occupancy
Oven/stove
Pest control
Pets
Picture hooks/wall adhesives
Pool/spa
Property assessment inspections
Security monitoring systems and alarms
Smoke detectors and safety switches
Toilets
Washing machine
Walls, door frames, doors, switches
Windows and glass
Water usage
vacating the property
Breach of tenancy
Issuing notice to vacate
preparation for move out day
Other deliveries
Rentals and borrowed items
Utilities connection/disconnection
Organizing your moving day
Final property cleaning
move out day
Moving day
Vacating inspection
home is where your heart is...so we’re here to ensure you feel the love
Welcome to your new home and our agency! Our team is excited to welcome you as one of our Treasured Lifetime Clients™.You can be sure we will look after you with TLC and gratitude. We look forward to building a mutually rewarding relationship during your tenancy and beyond and ensure your experience with us is enriching. We appreciate that for many of our clients this is the first time they may have rented or perhaps rented for some time, so things may have changed. For some this may be the first time they have rented in this area and may find that legislative rules and obligations are different to other areas they may have previously rented in. For whichever group you may belong to we have produced this information to assist you in understating your rights, responsibilities, obligations and expectations. Our aim is to make your stay as homely and happy as possible.
This guide is designed to answer many questions we have received from tenants in the past. Even if you are an experienced tenant, it may be worth perusing so you understand how we perform our duties and the responsibilities we expect of our tenants and their guests. Naturally, if you have any questions that are not answered in this guide or any suggestions, we warmly welcome them so please don’t hesitate to contact us.
This guide is not designed to replace any renting information statements that may have been given to you as a legislative requirement nor does it change the Terms and Conditions of your Tenancy Agreement.If something hasn’t been addressed here it may be included in one or all of those documents. Our aim in producing this guide is to assist you in understanding these documents and the way we will manage your tenancy and occupation of the property.
entry condition report
On commencement of your tenancy and as a condition of your Tenancy Agreement you will be given a property Entry Condition Report. This form, already completed by your Leasing Manager, records the condition of the property at the commencement of your tenancy. It is detailed to ensure any damage that had occurred or was occurring prior to the commencement of your tenancy will not be your liability nor will you be required to carry out repairs or replacements at your expense.
Should you notice any discrepancies in the stated condition of the property, please ensure that you complete your section of the Entry Condition Report, sign and return it to your Portfolio Manager within three (3) days of the commencement date of your tenancy. Should you notice any discrepancies, the Portfolio Manager will contact you once the Entry Condition Report has been returned within the required timeframe to discuss if necessary.
If the Entry Condition Report is not received within three (3) days of the start of your tenancy, serious consequences could result. If there is a discrepancy in the condition of the property when you eventually vacate, we will refer to the report that was handed to you on the first day of your tenancy, even if the report is returned after three (3) days.
Please remember to keep your copy of the Entry Condition Report in a safe place as it is your record of the property’s condition prior to your arrival. This will protect your bond and how it will be dispersed when you eventually vacate the property.
When you vacate the property you will be sent an Exit Condition Report with your confirmation of vacate notice. Once you have fully vacated the property, including the completion of all necessary cleaning and gardening, this form must also be completed and returned to our office along with the keys, remotes, carpet cleaning and pest control receipts and any other applicable documents. The Exit Condition Report should match the Entry Condition Report taking into consideration fair wear and tear on the property for the time period of your tenancy.
rental payments
Rental payments are to be made via direct deposit to the rent trust bank account. Details of the account are listed on the Tenancy Agreement. Please ensure that your bank transfers the funds using the reference code as an identifier for your payment. Furthermore, please ensure that the rent transfer is made allowing sufficient time for the rent to be deposited into our agency Trust Account on or before the rental payment is due and not after. Late payments are considered to be rent paid in arrears.
It is advisable to keep copies of your rent receipts, transfer confirmations and/or bank statements to ensure you are always protected, should a discrepancy occur or the banks incorrectly transfer the funds. Due to privacy restrictions, should a transferred payment not be received into the Trust Account, we are unable to make enquiries to the bank and you will be required to request an immediate search on the transferred monies.
If you fail to pay your rent on time, there is a series of steps we are obliged to follow. The first step will be endeavoring to contact and notify you that your rent is in arrears. By notifying you prior to a beach notice being necessary, this also alerts you should a transferred amount have failed to be deposited into the Trust Account. Time is always of the essence when transferred deposits fail to reach their required destination. If you fail to respond to this notification or we are unable to contact you and your rent continues to fall behind we will issue a Breach Notice for Failure to Pay Rent and being in arrears. This form outlines a concern we, as the managing agents, have about you as a tenant – in this case, failure to pay the rent and will more than likely affect your attempts to apply for future rental properties.
Should we feel that the breach notice has been ignored and the rent continues to remain in arrears, we will issue an eviction notice. Please note that for continued breaches even if your rent is paid in full you may still be required to vacate the property. Obviously, we do not like having to take this extreme step but have been forced to in the past and will continue to do so when it is justified. It is a duty under our management agreement with the property owner to ensure rent is paid as per the conditions of your Tenancy Agreement. Furthermore, please note that you are obligated under the terms and conditions of your Tenancy Agreement to pay the rent on or before the due date.
Furthermore, please note that you must pay the rent in the increments as stated on your Tenancy Agreement. We do not accept part payments or over payments. However, you can choose to pay extra payments in advance as long as they are the amount stated in full on the Tenancy Agreement for the specified payment period (e.g. monthly in advance). Please be quite clear that it is a condition of your tenancy that you pay as instructed on your Tenancy Agreement. If you are sharing with one or more tenants you are jointly and severally responsible to pay the rent. We only accept one payment and not individual payments from each tenant. Should your tenancy be a shared tenancy, please ensure you make arrangements to pay the rent into one account for transfer to the Trust Account when your rent is due.
taking care of your home during your tenancy
Air conditioners
The filters must be cleaned every month when the air conditioner is being used continuously. When not in use, please ensure that the filters are cleaned at least every three months.
Bathrooms, powder rooms and laundry
It is highly recommended that these areas be cleaned at least weekly with proper cleaning products to prevent build-up of grime, calcium, lime and mould. Should these areas suffer damage as a result of lack of care and regular cleaning, you will be responsible for repairs and replacement. This includes glass screens that deteriorate or become unsightly as a result of calcium and soap build-up.
Black-outs
There are several causes for losing power in your home. We recommend firstly checking the neighbors’ properties and street lighting. If they’re blacked-out also you will need to contact your energy utilities company and notify them of the problem.
If your neighbors still have power, check the safety switch, which may have tripped causing the electricity supply to be cut. If the safety switch has tripped, reset the switch. If it trips again, it may be the result of a faulty appliance. Try unplugging all appliances and plugging them in one at a time – if one causes the power to cut you have found the culprit.
If after checking all appliances the safety switch is still tripping, please contact our office immediately for a qualified electrician to locate and inspect the fault. Should the fault by caused by a faulty appliance belonging to you, please be aware that you would be responsible for payment of the repair account and/or call out fee.
Bio-cycle, enviro-cycle and septic tanks
In the unlikely event that your property is not supplied with town sewage, please ensure that you follow the instructions as provided by the particular system in use on your property. Furthermore, please ensure that you use only products suitable for your sewage system and as recommended by the manufacturer.
Please pay attention to all items that go down the drain including, but not limited to, hair dye, antibacterial products antiseptics, products high in sodium or phosphorous and kerosene. For a complete list of products that will cause harm to the sewage system, please refer to the manufacturers guide. Should any damaging product or chemical enter the system, please be aware that you will be responsible for repair and/or replacement.
Candles
Please ensure that if you use candles in the property that you follow the manufactures strict instructions and never leave them burning unattended. Candles must be placed on suitable candle dishes to ensure wax does not damage any surfaces regardless of whether they are burning or used for decorative purposes. Please be aware that wax spills must be cleaned immediately to ensure no permanent damage. To clean wax spills please refer to the cleaning guide attached.
Car parking
Under Council and Strata by-laws, vehicles can only be parked in the garage/carport or an area designated for car parking (such as a driveway). Parking on footpaths or lawns is not allowed, even for private dwellings. For properties in close proximity to the CBD or major venues, please be aware of parking restrictions and the possible requirement for parking permits during events.
All vehicles kept on your property should be registered and in good condition. Damage done by your vehicle or visitors’ vehicles, including oil stains, is your responsibility. We recommend that should you notice oil stains you act immediately to remove them and take preventative measures to ensure no further damage is caused.
Carpets
While carpets endure normal wear and tear, proper treatment can improve their longevity. However, stains, rips, burn marks and similar damage to the carpet that can be traced to a single tenant may be charged to that tenant.
Regular cleaning by vacuuming on a weekly basis and having a professional carpet steam clean at least once a year prevents dirt and dust from becoming ingrained in the carpet. Failure to do this can lead to permanent stains and/or discoloration.
If you do notice damage to your carpet, the first step is to ensure no further damage is done. If something is spilled on the carpet, instantaneous action is essential. Clean the area up with plain paper towel first, then with a cleaning agent. The cleaning agent used will depend on the stain and should be applied to a towel or similar not directly onto the carpet. Don’t forget to rinse the area and dry it once the stain has been removed. If the stain requires it, you should also add disinfectant.
If you don’t have a specialized cleaning product, you can make one by combining white vinegar with water (at a 1:2 ratio). Baking soda may also be useful for some stains but can bleach the carpet if used incorrectly. Please test prior to using on stain to ensure no further damage is caused. It is usually a better idea to request a professional carpet cleaner to remove the stain rather than risking further and more expensive damage*.
Another carpet problem is tufts of carpet being pulled out. If this happens, do not attempt to pull it out as this will result in expensive tofix runs in the carpet. Should you notice tufts forming please report in the usual manner and it will be investigated.
*Some helpful guidelines for removal of stains are included in ‘Helpful cleaning tips’ enclosed in this Welcome Pack.
Cleaning
The property, including outdoor balconies, patios and such, must be cleaned on a regular basis. Weekly is recommended. Cleaning must be carried out to ensure the property is maintained to its highest standard and unnecessary wear and tear is not caused to fixtures, fittings and appliances. If extra wear is caused due to proper cleaning not being undertaken on a regular basis you will more than likely be responsible for replacement, repair or compensation to the property owner.
Clothes dryer
If your rental property is fitted with a clothes dryer it is essential to clean the lint-filter after every load of washing. Failure to do so may result in loads taking longer than usual to dry, and, in some instances, the dryer may catch fire. Please follow manufacturers’ guidelines when using the dryer.
Most dryers require adequate ventilation, which may impact on their efficiency in small rooms.
Contents insurance
Please be aware that the property owner is only responsible for insuring the building and their own contents. The property owner is not responsible for any damage incurred to your possessions and belongings under any event or circumstance. Please remember to protect your contents by arranging adequate and suitable insurance.
Curtains and blinds
Clean regularly according to manufacturers cleaning instructions. Regular care and cleaning maintenance will prolong the life of the curtains and blinds. Clean weekly to prevent build up of dust and grime.
Dishwasher
Please ensure the filters are cleaned regularly and hoses checked for kinks. Please also remember to fill the rinse aid compartment as necessary. If dishes begin to appear cloudy it is usually due to the rinse aid compartment being empty. To ensure effective cleaning of dishes, the dishwasher should be cleaned at regular intervals with a suitable dishwasher-cleaning agent available from most supermarkets.
Drains
Please ensure that drains are kept clean and free of debris by cleaning them regularly with an approved drain cleaning agent.
Fire places
Please ensure that fireplaces, potbelly stoves and the like are cleaned regularly including the chimney and flue. Cleaning should be carried out be a suitably licensed and qualified contractor.
Fire safety
To protect your family and loved ones, please always follow fire safety procedures. Ensure smoke detectors are maintained and never remove the battery except to replace immediately with a new battery as necessary. Do not leave burning candles unsupervised or exposed flames close to curtains or other flammable material.