Tenant FAQs

Tenant FAQs: Your Questions Answered

We believe a great tenancy is built on clear and open communication. Here are the answers to the most common questions our tenants ask.

Maintenance & Repairs

How do I report maintenance?

All non-urgent maintenance must be reported through our online tenant portal. This is the fastest and most efficient way to get your issue resolved, as it captures all the details our tradespeople need and creates a permanent record.

For all maintenance, please be as descriptive as possible and provide photos, as this helps us diagnose the problem and send the right person.

[Button] Log a Maintenance Request(This should link to your maintenance portal)

What is an “Emergency Repair”?

An emergency repair is anything that is an immediate threat to your health and safety or the property.

This includes:

A burst water pipe or serious water leak
A dangerous electrical fault, sparking, or power loss
A gas leak
A blocked toilet (if it’s the only one at the property)
A fire or serious flood
A broken lock or door that makes the property insecure

In an emergency, please call our 24/7 emergency line at [Your Emergency Phone Number].

Who is responsible for changing lightbulbs or smoke alarm batteries?

Tenants are responsible for replacing standard lightbulbs in their fittings.

For smoke alarms, tenants are responsible for replacing batteries in standard, battery-operated alarms. If the alarm is a sealed 10-year unit or is hard-wired and is beeping, please log a maintenance request immediately as it needs to be replaced by a professional.

What are my responsibilities for cleaning and gardens?

Under the Residential Tenancies Act, you must keep the property “reasonably clean and tidy.” This includes:

Regular cleaning of the interior (floors, kitchen, bathroom).
Keeping the property in a condition that doesn’t encourage pests (e.g., not leaving food waste out).
If your tenancy agreement includes lawns and/or gardens, you are responsible for mowing the lawns and weeding the gardens to keep them tidy.

Rent & Bond

How do I pay my rent?

Your rent must be paid by automatic payment into our trust account, as set out in your tenancy agreement. Your rent is always due in advance. If you ever have trouble making a payment, it is crucial that you contact your property manager before the payment is due.

How do I get my bond back?

Your bond is held by Tenancy Services, not by our office. At the end of your tenancy:

We will conduct a final inspection of the property, comparing it to the initial inspection report.
If the property is left reasonably clean and tidy, with no rent owing and no damage beyond “fair wear and tear,” we will both sign the Bond Refund Form.
We send this form to Tenancy Services, who will then pay the bond directly into your bank account. This usually takes 3-5 working days.

What is “Fair Wear and Tear”?

This is a common point of confusion.

Fair Wear and Tear is the natural, gradual deterioration from living in a property. You are not responsible for this. Examples: Faded paint, worn carpet in a hallway, or a leaky tap washer from normal use.
Damage is harm caused by careless or intentional actions. You are responsible for this. Examples: Red wine spilled on the carpet, a hole in the wall, or a broken window.

Inspections & Ending Your Tenancy

How much notice will I get for an inspection?

We will give you a minimum of 48 hours’ written notice before a routine inspection. We cannot inspect more than once every 4 weeks, and in practice, we usually inspect every 3 months.

How much notice do I need to give to move out?

This depends on your tenancy agreement:

If you are on a Periodic Tenancy: You must give us 21 days’ written notice to end your tenancy.
If you are on a Fixed-Term Tenancy: Your tenancy has a set end date. If you wish to leave on that date, you must give notice between 90 and 21 days before it ends. If you need to leave before your fixed-term ends, you must contact your property manager immediately, as you are responsible for the rent until a new tenant is found.

What do I need to do when I move out?

You must leave the property in a reasonably clean and tidy condition and remove all of your belongings. This includes cleaning the oven, wiping out all cupboards, and mowing the lawns (if it was part of your agreement). Taking the time to do this properly is the best way to ensure you get 100% of your bond back.

Still Have a Question?

Our team is here to help. For any other questions, please get in touch with your property manager directly.