Information for Tenants

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The Property Mentors know - all too well - that finding a new home can be stressful and time consuming. We're here to make that process hassle-free. From looking, to moving, to living, we will provide you with a range of handy resources. Our aim is to make you happy.

Check out our exclusive property listings then get in touch to organise a viewing. We're as excited as you are to help you find a new home!

Helpful Documents

To make sure finding, moving into and living in your new home is a hassle-free experience, take a look at these handy resources.

Frequently Asked Questions

Not sure where to begin? Take a look through some of our frequently asked questions. Have another question you want to ask? Get in touch with us.

  • Can I pick up the keys before my lease starts?

    We can’t issue keys early, or grant access to the property any earlier than the agreed tenancy start date.

  • Who organises the electricity, gas and water?

    It is your responsibility to have electricity, gas, water usage and the telephone connected to the premises under your name, and to have all accounts finalised upon vacating the premises. We are also happy to organise this for you free of charge with MyConnect.

  • Do I need to organise insurance?

    The landlord’s insurance policy only covers the building and any fixtures and fittings. It is not the landlord’s responsibility to insure your possessions. We strongly recommend you take out your own contents insurance cover.

  • Can I change the locks?

    The landlord’s insurance policy only covers the building and any fixtures and fittings. It is not the landlord’s responsibility to insure your possessions. We strongly recommend you take out your own contents insurance cover.

  • How do I pay the rent?

    It is your legal responsibility to pay rent in full and on time. We don’t physically collect rental money or cash payments from tenants. Instead, a rent card will be provided to you outlining easy payment methods. These methods include BPay (phone or internet) or directly at Australia Post.

  • What if I can’t pay the rent?

    If you are having difficulty paying your rent, always contact your property manager to discuss. Failure to do this may result in legal action.

  • How is rent calculated?

    If you are having difficulty paying your rent, always contact your property manager to discuss. Failure to do this may result in legal action.

  • What is a condition report?

    A condition report is a very important document as it establishes the condition of the property at the start of your tenancy. It is used as a comparison at the end of your tenancy and can help to protect your bond. A condition report will be provided to you on the start date of your lease.

  • Can I make changes to the condition report?

    You can make any changes or comments to the original report provided you return the signed document to our office within three business days of taking possession of the property. If you don’t return the report you could forfeit your right to object if there is a disagreement on the condition of the property at the end of your tenancy.

  • What are property inspections?

    Regular inspections are conducted of all properties. The main purpose of a property inspection is to check for any repairs that may be needed, and to provide a report and any recommendations to the owner. Inspections may involve taking photos, particularly of any repairs that may be needed.

  • What do you look for in a property inspection?

    These are some of the things we look for: all areas, garages, storerooms and rooms are fully accessible and not locked, the walls are clean with no marks, the carpets are clean and free of stains, the kitchen area is clean, the oven and stove top is free of burnt on food and staining, the shower, bathroom and toilet, laundry and tiling is clean, the gardens and lawns are tidy and presentable with weeds removed and lawns mowed.

  • What if I can’t be there for the inspection?

    A letter providing the day and the time frame of the property inspection will be sent to you. If this day is not suitable we can, with your approval, use the spare office keys to gain access or reschedule to a suitable day and time. The owner also has the right to attend these inspections.

  • How do I make maintenance requests?

    It is your responsibility to report any maintenance problems that occur during your tenancy. If you do not, you could be held liable for any additional costs the owner may incur. Please make a written request to our office. We let the landlord know and will advise you of further instructions. If the damage or issue is caused by your neglect then the fees will be charged directly to you.

  • What is an urgent repair?

    An urgent repair is any fault or damage that makes the premises unsafe or insecure. This includes: serious storm or fire damage, flooding or serious flood damage, failure or breakdown of the gas, electricity or water supply, burst water service, blocked or broken toilet system, serious roof leak, gas leak, dangerous electrical fault, a serious fault in a lift or staircase, an appliance, fitting or fixture that is not working properly and causes a substantial amount of water to be wasted, a failure or breakdown of any essential service or appliance provided by a landlord or agent for hot water, water, cooking, heating, or laundering.

  • What should I do if I have an urgent repair?

    In the event of an emergency or extreme damage caused to the property please contact our office immediately. Should you call after hours and we are not available, leave a message and refer to your lease agreement for the contact details of trades people, or contact the SES.

  • What if the air conditioner isn’t working?

    So that the unit can draw in air effectively you will need to clean any filters and intake vents regularly to make sure there is no build up of dirt and dust. If the air conditioner breaks down due to filters and vents not being kept clean, costs to rectify the damage or even replace the unit might be charged to tenants.

  • Do I need to check the smoke alarms?

    It is your responsibility to replace batteries in smoke detectors. If you think the smoke alarms aren’t working please let us know immediately.

  • Who can live at the property?

    It is your responsibility to replace batteries in smoke detectors. If you think the smoke alarms aren’t working please let us know immediately.

  • How do I give notice to end my tenancy?

    You need to give our office written notice of your intention to vacate at least 28 days prior to the date you intend to move out.

  • What if I need to break my lease?

    Your lease has an agreed expiration date and you can’t vacate prior to this date without incurring costs. If circumstances force you to end your tenancy before the lease expiration date please contact our office immediately. You will be required to pay lease break costs which include rent until the property is re-let and the landlord’s normal costs in re-letting, such as advertising expenses and a pro-rata portion of the letting fee.

  • What do I need to do at the end of my tenancy?

    At the end of your tenancy you must leave the property in a neat, clean and tidy condition, have the carpets professionally steam cleaned, flea treat and deodorise if you have pets, leave all instruction manuals at the property and return all keys, swipe cards and remote controls to our office.

  • Do I need to have the carpets professionally cleaned?

    At the end of your tenancy you must leave the property in a neat, clean and tidy condition, have the carpets professionally steam cleaned, flea treat and deodorise if you have pets, leave all instruction manuals at the property and return all keys, swipe cards and remote controls to our office.

  • What if I can’t return the keys on time?

    Until all keys are returned to our office you will incur rent.

  • How do I get my bond back?

    Before any bond can be refunded the condition of the property will be compared to the original condition report, completed at the start of your tenancy, allowing for ‘fair wear and tear’. You also need to complete a bond claim form. All tenants who signed the bond lodgement form at start of the tenancy, and the agent, must sign the bond claim form, which is then forwarded to the Residential Tenancies Bond Authority.

  • What happens if my bond isn’t returned?

    Before any bond can be refunded the condition of the property will be compared to the original condition report, completed at the start of your tenancy, allowing for ‘fair wear and tear’. You also need to complete a bond claim form. All tenants who signed the bond lodgement form at start of the tenancy, and the agent, must sign the bond claim form, which is then forwarded to the Residential Tenancies Bond Authority.