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This FAQ provides insights for tenants based on commonly asked questions. Whether you’re a seasoned tenant or new, it offers clarity on our procedures and tenant responsibilities.

Feel free to reach out if you have additional questions or suggestions. Note that this FAQ doesn’t replace legal documents or alter your Tenancy Agreement; it’s meant to aid your understanding of these documents and our management of your tenancy.

Entry Condition Report

The Entry condition report – general tenancies records the condition of the property at the start of the tenancy.

The form will be an important part of the bond refund process. It will help support the property manager/owner’s claim for compensation if the property has been damaged beyond normal fair wear and tear. It also protects a tenant from unsubstantiated claims.

Step 1
Property manager/owner completes and signs the form and gives a copy to the tenant at the start of the tenancy.

Step 2
The tenant must return the signed and completed entry condition report to the property manager/owner within 7 days.

Step 3
The property manager/owner must return a copy of the signed and completed report to the tenant within 14 days.

Photos

Photographs and video can support what is written on the form.

Extra pages should be added if there is not enough room on the form. 

Rental Payments

How do I make rent payments?

Use direct deposit from your bank into the rent trust bank account as specified in your Tenancy Agreement on page 2. 

What details should I include in the transfer?

Include the reference code provided in the agreement to identify your payment.

When should I make the payment?

Transfer the rent well in advance to ensure it reaches the Trust Account on or before the due date.

What if I’m late with the payment?

Late payments are considered rent in arrears. Keep records and respond promptly to notifications about overdue rent.

What happens if I consistently fail to pay on time?

We’ll contact you before issuing a Breach Notice. Ignoring this may lead to an eviction notice, affecting future rental applications.

Can I pay in advance or in parts?

You can pay your rent in advance but as a minimum, pay as instructed in your Tenancy Agreement; we don’t accept part payments. 

What if I share the tenancy?

If sharing, coordinate with other tenants to make a single payment into the Trust Account for ease of receipting and avoiding part payments and to ensure all payments are received on or before the due date.

Invoices

Use direct deposit from your bank into the rent trust bank account as specified in your Tenancy Agreement on page 2.

Include the reference code provided in the agreement to identify your payment and ensure to also transfer the correct amount so we are able to receipt this towards the correct invoice.

Transfer the rent well in advance to ensure it reaches the Trust Account on or before the due date to avoid receiving a notice to remedy breach. 

Air Conditioners

Clean filters monthly during continuous use.

When not in use, clean filters at least every three months.

Bathrooms, Powder Rooms, and Laundry

Clean these areas weekly using proper cleaning products to prevent grime, calcium, lime, and mold buildup.

Neglect may lead to responsibility for repairs and replacements, including glass screens damaged by calcium and soap buildup.

Black-Outs / Loss of Power

Check neighbors and street lighting during a power outage.

Check the Energex website to see if there is a planned outage or an emergency outage. 

Call Energex as well before contacting us.

If neighbors have power, check and reset the safety switch. If it continues to trip, identify and address faulty appliances. Contact our emergency number for a qualified electrician if needed.

Biocycle, Enviro-Cycle, and Septic Tanks

Follow system instructions for properties without town sewage.

Use only recommended products to avoid damage. Responsibility for repair or replacement lies with the tenant for any harmful products or chemicals entering the system.

Candles

These can be a fire risk so please ensure you are always home when a candle is lit.

Follow manufacturer’s instructions when using candles.

Place candles on suitable dishes to prevent wax damage. Clean wax spills immediately to avoid permanent damage.

Car Parking

Follow Council and Strata by-laws; park only in designated areas.

Be aware of parking restrictions and permits, especially near the CBD or major venues.

All vehicles on your property should be registered and well-maintained; you’re responsible for any damage, including oil stains.

Carpets

Normal wear and tear accepted, but tenant may be charged for specific damages.

Regular vacuuming and professional steam cleaning recommended.

Act immediately on spills; use appropriate cleaning agents. For persistent stains, consider professional cleaning.

Cleaning

Normal wear and tear accepted, but tenant may be charged for specific damages.

Regular vacuuming and professional steam cleaning recommended.

Act immediately on spills; use appropriate cleaning agents. For persistent stains, consider professional cleaning.

Clothes Dryer

Clean the lint filter after every load to prevent inefficiency or fire risk.

Follow manufacturer’s guidelines for proper use and ventilation. a

Contents Insurance

Property owner only insures the building and their contents.

Tenants are responsible for insuring their possessions; arrange suitable contents insurance.

Curtains and Blinds

Clean regularly per manufacturer’s instructions to prolong life.

Weekly cleaning prevents dust and grime buildup.

Dishwasher

Clean filters and check hoses regularly; fill the rinse aid compartment as needed.

Use a suitable dishwasher-cleaning agent for periodic cleaning.

Drains

Keep drains clean and debris-free using approved cleaning agents. 

Fireplaces

Regular cleaning of fireplaces, potbelly stoves, etc., by a licensed contractor is essential. 

Fire Safety

Follow fire safety procedures and notify us if there are any issues with your smoke alarms. Do not remove batteries or leave the cover open. If any issues with your fire extinguisher, please let us know immediately. 

Do not leave candles burning without supervision or expose flames near curtains or flammable materials.

Smoking inside the property is strictly prohibited under the terms of your Tenancy Agreement, including for visiting guests.

Keep entry and exit points clear and unobstructed at all times.

Refer to local Fire and Safety Rules and Regulations for a complete list of requirements to follow.

Fixtures and Appliances

You’re not usually responsible for wear and tear on items like tap washers or stove elements.

Repairs due to unreasonable wear, damage, or intentional harm are your responsibility.

Only property-supplied appliances are covered by maintenance; personal appliances are not.

Floors

Clean floors weekly using approved cleaning agents; address spills immediately.

Report tile chips and cracks promptly; for timber floors, use floor protection and handle scratches as per manufacturer guidelines.

Hot Water Systems

Top up hot water systems every three months, following manufacturer instructions.

For gas systems, relight the pilot light as needed.

Check utility tariffs to ensure continuous hot water supply.

In-sinkerator / Waste Disposal Unit

Operate with running water; do not put hard items like fruit stones or cutlery in the unit.

If jammed, turn off power before attempting to free the blockage.

Follow water restriction requirements set by the local council.

Kitchen Benchtops

Clean regularly with approved products; use a cutting board and clean spills promptly.

In Rooming Accommodation, wipe spills immediately to prevent stains for which you may be responsible.

Lawns and Gardens

Unless garden maintenance is included, care for lawns and gardens is your responsibility.

Dispose of garden waste properly; adhere to local water restriction requirements.

Light Globes

Generally, the property manager/owner may be responsible for maintaining specialised bulbs and the tenant may be responsible for the replacement of everyday bulbs.

Noise / Nuisance

Keep noise within legal limits and specified timeframes for the benefit of neighbors and in adherence to tenancy conditions.

Strata Bi-laws apply for apartment/townhouse complexes; follow regulations.

Occupancy

Only listed individuals on the Tenancy Agreement are permitted to reside on the property.

Notify the agency for any changes or additional occupants; approval and documentation are required.

Oven / Stove

Report faulty stove hotplates or ovens through a maintenance request form.

Clean stovetops and ovens weekly; use approved cleaning agents as per manufacturer’s instructions.

Pest Control

Ensure pest control is maintained during and at the termination of the tenancy.

Immediate treatment at your expense for pests or vermin during the tenancy.

Pets

Seek approval for pets after tenancy commencement; submit a written request.

Repair property damage caused by pets immediately; undertake professional flea control when vacating.

Picture Hooks / Wall Adhesives

Avoid using picture hooks or wall adhesives without approval; they cause property damage.

Repair any damage caused by hooks, adhesives, or fitting devices at your expense.

Pool / Spa

Maintain and clean pool/spa filter and pump regularly.

Repair costs for neglect, misuse, or damage to the pool or equipment are the tenant’s responsibility.

Property Assessment Inspections

Routine inspections every 17 weeks, as per legislative requirements.

Notice provided for preparation, but the exact time is not specified.

Security Monitoring Systems and Alarms

Notify the Portfolio Manager of any change in the alarm code.

Arrange and pay for monitoring if the security system allows; not covered in the lease.

Smoke Detectors and Safety Switches

Follow manufacturer’s guidelines for maintenance.

Inform us if any issues with either of these.

Toilets

Clean toilets weekly with approved cleaning agents.

Brush to remove lime, calcium, mold, and grime buildup.

Washing Machine

Clean and maintain washing machines regularly; report faults through a maintenance request.

Repair costs for faults due to incorrect use or neglect are the tenant’s responsibility.

Windows and Glass

Clean windows and glass regularly; use approved cleaning agents. 

Walls, Door Frames, Doors, Switches

Clean regularly with approved cleaning agents; remove marks immediately to prevent permanent damage.

Water Usage

Pay water usage charges as per the Tenancy Agreement.

Adhere to water usage guidelines and restrictions.

Terminating a Fixed Term Tenancy

Liable for rent payments until the end of the lease if breached or terminated.

Responsible for re-letting and advertising costs if the lease is broken.

Issuing Notice to Vacate

Provide written notice as per the Tenancy Agreement.

Liable for rent until keys and access passes are returned.

Vacating Inspection

Final inspection after keys are returned; rectify outstanding cleaning or repairs immediately.

Bond refund process and potential costs for property condition discrepancies outlined.

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