1. Reporting maintenance
Any repairs you have need to be logged online via our website: Report Maintenance
We ask that you please provide as much information and also photos to help us get on top of your repair promptly.
We will keep in touch via email and SMS with updates on the progress of your repair.
Emergency Repairs:
If an urgent repair is required, contact your property manager as soon as possible. Emergency repairs are generally those that could cause injury to the tenant or cause damage to the property, and may include:
- a burst water service or a serious water service leak
- a blocked or broken toilet (if it is the only 1 in the property)
- a serious roof leak
- a gas leak
- an electrical fault
- flooding or serious flood damage
- serious storm or fire damage
- a failure or breakdown of the gas, electricity or water supply to the property
- a failure or breakdown of the hot water service a failure or breakdown of the stove or oven
- a failure or breakdown of a heater or air- conditioner
- a fault or damage which makes the property unsafe or insecure
After hours emergency repairs
Should an emergency repair be required after hours then you need to firstly attempt to contact your property manager, secondly refer to your tenancy agreement or Trades Guide in this handbook for details of our recommended tradesperson.
It is always important to know if a repair is an emergency or a general repair. Getting this wrong may be costly to the tenant if the repair is conducted afterhours!
2. Lease renewals
Provided that your rent has been paid on time, and the property has been kept clean and undamaged and the landlord is happy to continue your tenancy, we will advise you of the impending expiry of the Tenancy Agreement and advise of our instructions whether a further term is to be offered and under what terms.
Once your invitation is received, it is important that you let us know whether you accept the renewal invitation or you wish to vacate. We need this advice in writing from you as soon as possible.
The Residential Tenancy Agreement has a continuation clause, which allows a tenant to continue on under the same terms and conditions at the expiry of the fixed term (continuing basis), unless they receive correspondence stating otherwise
ie. notification of a rent increase or notice to vacate.
3. Routine inspections
We will conduct a routine inspection at the property three (3) months into your tenancy and then approximately every 6 months thereafter. You will be advised in writing via email and SMS of the inspection date and time.
The main purpose is to provide a report to the owner that you are maintaining the property, and also to check for any repairs and make any recommendations to the owner. Please see a detailed list of what we look out for on the next page.
Photos - Also note that the inspection may also involve taking photos of any repairs required, and photos of the property. It is our policy that we do not take photos of tenant possessions.
We also have the ability to do these inspections virtually, so if you are unwell just contact us and we can arrange.
What we look out for at inspections
Inside the Property
- Walls/light switches/doorways and doors are clean from marks, carpets are clean and stain free
- Windows and screens intact/clean
- Kitchen area clean and oven/stove top is free of burnt on food
- Shower, bathroom and toilet, laundry and all tiling is clean
- All areas and rooms fully accessible (not locked)
- Any mould that is present
Outside the Property
- Lawns are cut/edged and maintained
- Gardens tidy and presentable/weeds removed • Rubbish/lawn clippings removed
- No unregistered car bodies on the property
- Oil stains removed to carports, garages and driveways
- All areas, garages, store rooms etc all accessible
- Swimming pools/spa - water and sides/bottom are clean
4. Rent reviews
Rent reviews occur at lease renewal time and are adjusted in accordance with market conditions. The landlord cannot increase the rent during the fixed term unless the agreement sets out the amount of the increase.
The tenant must get 60 days notice in writing if the landlord wants to increase the rent. This applies even when the agreement provides for, or permits, a rent increase.
The tenant can apply to the Consumer, Trader and Tenancy Tribunal within 30 days of getting the notice of the rent increase for an order that the rent increase is excessive, having regard
to the general market level of rents for similar premises in similar locations.
5. Change of tenant
If a tenant wants a new or replacement co-tenant to move in and sign the lease, the tenant first needs to ask the landlord for permission
To ensure a quick and hassle free change of shared tenancy, our office will require the following items;
- A written letter from the vacating tenant stating their intention to vacate the property and advise that the rent and bond will be the responsibility of the remaining tenant/s.
- A written letter from the remaining tenant/s to advise they have knowledge of the change and that they will be responsible for the property including rental payments.
Once both letters have been received by our office we will contact the landlord/s and seek their approval for alterations to be made to the Residential Tenancy Agreement.
A "Change Of Shared Tenancy Notice" form is required to be completed by both tenants, this document will be sent to the residential address or be available for collection from our office. This document should be returned to our office once completed.
An appointment should be arranged with your Property Manager to sign the vacating tenant/s name off the Residential Tenancy Agreement this would include the signature of the remaining tenant, so both parties will need to be present
at the appointment.
If you are arranging for a new tenant/s to replace the vacating tenant/s an application form which is available from our office or online – refer to www.doylespillane.com.auis required to be completed and approved by the owner prior to any persons moving into the property.
The landlord may refuse a sub-letting or co- tenancy request under a number of circumstances, these include:
- If it would result in overcrowding
- If the person was listed on a bad tenant database
- In the number of occupants permitted under the lease would be exceeded
Any mail received addressed to the owners (owners name appears on your Tenancy Agreement) should be forwarded care of our office.
6. Rent payments
We pride ourselves in our careful tenant qualification and screening processes. Applications are approved ONLY on the grounds that we are confident that the rent will be paid on time, every time. However a minority of tenants still get behind in their rent, despite all of our tenant screening procedures. As we donot know who this will be when we sign tenancy agreements, we need to advise each tenant of our Zero Tolerance policy for late rent payments.
Follow-up involves phone calls and persistent personal contact. This has caused some people upset, embarrassment and also resentment.
Rent is payable in advance. Your account must be maintained in advance at all times. If for some reason your account falls into arrears, we are
left with no alternative but to take action, which will be unpleasant for both of us. We trust we are never placed in this position.
If you happen to fall into arrears or know that you will be unable to make a rental payment, please contact the office and discuss the situation with your Property Manager.
These actions form our arrears management procedure and occur at the time specified:
3 days in arrears - A reminder phone call, SMS message or email is sent advising of arrears
8 days in arrears – Letter is sent to Tenants to advise of the breach. The Landlord is also advised of the breach.
15 days in arrears - A Non-Payment of Rent Termination with 14 days' notice to vacate.
If you do not comply with the Termination Notice we apply to the Consumer, Trader & Tenancy Tribunal to have the matter heard and enforced.
As part of our procedure every time one of the above steps are carried out an action is noted through our action/conversation diary which will remain on your tenancy history. Sometimes, some tenants are continually late with payments. If we have a tenant that is consistently behind despite all of our best efforts, we will recommend to the landlord for this lease not to be renewed. The tenant will then be required to vacate the property at the end of their lease and also be issued with a poor performance reference should a new landlord or agent require one.
TICA
We subscribe to TICA, which is a database containing information regarding both defaulting and excellent tenants, which is widely supported by the industry. The type of information held by TICA is whether you have been listed on the database for any reason, and the contact details of the person who made that listing. This information is held for the purpose of consideration by letting agents who may be considering an application by you. This will affect further tenancy arrangements with other real estate agents not only in your local area, but across Australia and New Zealand.
Paying Your Rent into the Office
We ask that you only pay your rent as agreed on your tenancy agreement, and as discussed in your tenancy induction. Unless specifically requested, we are unable to accept rent payments at our office, cash or otherwise. Initial payments exempt.
Dishonored Payments
Should your rent payments dishonored and bounce back we will ask you to pay any bank dishonor fees to us within 7 days. Your Property Manager will notify you should this occur.
7. Care of the property
Misplaced Keys
If you have misplaced your keys during business hours you may come to our office and borrow our office set. If you have misplaced your keys after hours, you may call a locksmith to assist you back into the property. This is at the tenants cost.
Fly Screens
Most modern window fly-screens can only be removed from the inside of the property. Attempting to remove them from the outside will result in damage to the flyscreen frame work, and will result in the flyscreen having to be repaired or replaced at your cost. This may cost more than what it would cost to have a locksmith attend the property to allow you access back in.
Air Conditioners
Please, regularly clean any filters and intake vents to ensure there is no build up of dirt and dust, and that the unit is able to draw in air effectively, not hindering performance, or in the worse case scenario, causing the unit to break down resulting in costly repairs and/or replacement.
Please also note that if an 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.
Fireplaces
If the property you are renting has a fireplace, this cannot be used unless you have been given permission from us in writing. Sometimes these are ornamental, or the flue/chimney has been blocked up. Using them could cause a fire to occur.
If this is the case, please ensure a spark catcher is used at all times in front of the fire to protect carpets and flooring from coal burns and ash damage.
Pot Plants
Please keep pot plants outside the property at all times. Pot plants placed inside on hard surfaces, tiles and floors like lino, may
leave a circular indent, stains and damage. Pot plants placed on carpet areas run the risk of carpet rot underneath, should moisture overflow or escape even with plates and containers placed underneath to attempt to prevent this.
Aquariums
Like pot plants, aquarium stands can leave rust marks to floors and can cause carpet to rot if placed on carpets. Furthermore, if placed on carpets the weight of the aquarium filled with water may cause permanent indentations and damage in the base of the carpet pile.
Strictly No-smoking
All properties have a strict "no smoking inside" policy. If tenants still choose to smoke inside the property they will be responsible for specialised cleaning and deodorising of the inside of the property to reduce and eliminate unpleasant smoke odours.
This can easily run into the hundreds of dollars, and is charged to the tenant.
Painting
It is company policy that tenants do not paint any part of the property themselves. We have found in the past that some tenants have not painted the property to a professional standard, resulting in a professional painter being called in to rectify work. It is a policy that any painting can only be carried out by experienced, professional painters with the landlord's written permission.
Fixtures and Fittings
If you wish to install any fixtures or fittings, you must request this beforehand in writing.
Picture Hooks
If you wish to install any new picture hooks, let us know in writing what type of hooks you wish to use and a floor plan of where in the property you would like to put them. Please assess the type of walls that are in the property, and the type of picture hooks that are suitable. We will let you know in writing before you are permitted to install appropriate picture hooks.
Carpet Cleaning
All carpets need to be cleaned on a six to twelve month basis, simply because of general living. The best time is after winter or at the end of a wet period.
We recommend professional steam cleaning and we do not recommend the use of "do-it- yourself" hire machines. These machines lack the ability to adequately withdraw soapy water the machine may have squirted in. Sometimes it is tempting to not have the carpets cleaned on vacating because they have been used minimally, and some rooms hardly used at all.
We liken this type of situation to borrowing a shirt. Even if we may have worn this for only an hour and not a full day, it is expected to be returned clean. It is the same for carpets as the next tenants taking possession also need to have clean carpets so this expectation can be transferred to them.
On vacating please present a receipt to show the carpets have been professionally cleaned.
Always use a professional carpet cleaner and not a "do-it-yourself" hire machines!
Movement and Cracking of exterior
Please let us know if you notice any cracks to walls, ceilings and movement. If cracks were in place when you moved in, please let us know if you notice them worsening or growing larger. Please either report these in writing or point out to us at the routine inspection.
Termites
Termites will quickly eat through a property and can cause extensive damage. Signs like wood becoming brittle (doorways, skirting boards, roof beams etc), sounding hollow when tapped or knocked and/or with the presence of mud deposits are the tell- tale signs of termites, other than obvious signs of seeing termites themselves. Another warning sign inside can be blistering/lifting paint to inside the walls, as they are known to eat away paper backing gyprock walls, allowing the plaster to crumble away allowing the termites to come to the wall surface, staying just under the paint lining. Wood lying around and even wooden furniture outside can attract and encourage them. Dripping outdoor taps next to the house can also cause damp and favourable conditions for termites to
be attracted.
If you see any signs of termites, or termite damage please bring this to our attention immediately!
Oven and Cooktops
Please ensure that stove tops, grillers and ovens are kept free of burnt on food. Food, crumbs and spills when left long enough become burnt on, blackened and carbonised, making them very difficult to remove.
Please use care when using scourers as these may scratch the enamel surfaces. When cleaning stoves/ovens use a spray on cleaner. Be sure to read and follow the product instructions carefully, as even though these types of products are very effective, they tend to contain harmful caustic fumes and require rubber gloves to be worn at all times when using the product.
Please also check that the product is suitable to the type of surface you are applying this to, as some surfaces like stainless steel may become permanently marked/stained using oven cleaner.
Exhaust Fans/Vents and Range Hoods
Please ensure any vents and range hood filters are kept clean.
Ensure the exhaust fan cover is clean and kept free of grime build up. From time
to time these should be taken down and removed to be soaked in hot soapy water, and then scrubbed clean. Please use extreme caution when removing these.
Benchtops and Chopping Board
Be on the lookout for joins in the bench-top that have gaps, and if the surface laminate has started to bulge or lift at a join. Please let us know if this is starting to occur as this may indicate moisture has seeped into a join, and is swelling the chipboard wood underneath. Please ensure chopping boards are used on bench tops, so that bench tops are preserved from unnecessary cut marks and associated damage.
Grout and Tiling
Be sure that if you notice grouting or silicon sealing coming off/loose around any tiles near or around the taps and/or taps dripping/leaking to let us know by repair request. If moisture should get in between tiles, this can damage the wall behind, and even seep into chipboard that is usually present in bench tops causing swelling and irreversible damage to the wood.
Shower Screens
If you notice cracking to glass in shower screens or shower doors please report this to us immediately. Wired shower screen glass can crack under thermal expansion (consistent hot and cold temperatures) where as toughened glass usually only cracks if impacted (hit by something). If the shower screen is cracked due to impact damage, this will in most cases need to be paid by the tenant.
SInks and Drains
Should a sink or basin become blocked, first try a drain cleaning product like Draino. Be sure to follow the product instructions carefully. If the sink or basin is still blocked after treatment, please let us know so we can arrange for a plumber to attend to the problem.
Water Damage
Should you notice water damage to a wall adjacent to a shower recess, bathroom basin etc please let us know immediately. This usually identifies either loose tiles, waterproofing problem or a broken/leaking pipe in the wall, and will need attending
to immediately to prevent further damage from occurring.
leaking taps and toilets
Please report any taps leaking either from a tap head or tap handles. This includes washing machine taps. Sometimes washing machine taps will leak only when connected to automatic washing machine hoses as the tap pressure exposes leakage in the taps.
Water trickling or leaking into the bowl from the cistern usually indicates a worn cistern washer and needs to be fixed by a plumber. Water left to trickle into the bowl continuously may inflate your water bill and therefore needs to be reported to us when noticed. Also leaking may occur to the tap behind the toilet.
Leaking Hot Water Systems
Should you notice the hot water service leaking from the valve or from the base of the system please let us know. The leaking valve is usually repairable by a plumber, however water leaking from the base of a water storage unit usually indicates the unit has rusted through and may need replacement in the near future.
Rubbish
Please ensure any rubbish is regularly removed from the property. This includes car parts, tyres and things like lawn clippings, drink bottles as well as other items that can easily be considered rubbish or general junk. Formal household rubbish and waste must only be placed inside rubbish containers (i.e. wheelie bins) and removed weekly from the property, or otherwise as required. This cannot
be allowed to accumulate. Please log onto www.northernbeaches.nsw.gov.au for details of bin collection for your area
Water Restrictions
It is important for you to be aware of what water restrictions are in place for the region.
Watering your lawns and gardens must be done within watering restrictions; however we insist that watering is conducted to the maximum allowed by the restrictions in place. What we do not want is watering not done at all because of a wrong belief that a total watering ban is in place. Watering is still required unless the current water restriction has banned all forms of watering.
Watering Systems
Please ensure that all watering systems are working properly, and are checked regularly throughout the tenancy to ensure they continue to work effectively. Watering systems can only be used should current water restrictions allow.
Garden Maintenance
Weeding of garden beds, lawns, paths, paving and other outside areas are the responsibility of the tenant. Trimming of bushes and shrubs in and around the garden are also the responsibility of the tenant.
Lawn Maintenance
Please ensure that lawns are regularly mowed and edged, keeping them neat and tidy. Should you wish to have someone regularly mow your lawn, let us know and we would be more than happy to recommend a service to you. This is at the tenant cost.
Oil Drippage
Any cars parked on driveways, under carports and garages must have a drip tray placed underneath. Only if the vehicle does not drip any oil at all is a drip tray not required. Please also note that any visitor's cars must be parked off the premises if they drip oil. Should oil drippage occur at any time, this must be cleaned up immediately to prevent oil seeping in and permanently staining. Please note any permanent staining will result in compensation being charged to the tenant.
Parking on Lawns and Gardens
It is important that at no time can cars of any type or vehicle be parked on lawns, gardens or any area not created for, or designed as a vehicle parking area. Damage to lawns and landscapingcan be costly. Engine oil to gardens and lawns will also create permanent damage to the soil area, being costly to rectify. Any damage of this type will be charged to tenants in full.
Swimming Pools and Spas
If the property you are renting has a swimming pool and spa please pay attention to the following.
Pool/spa cleaning and maintenance, unless it is agreed that the landlord will be supplying a regular cleaning and maintenance service as per your tenancy agreement, this will be a tenant responsibility. Please note that if regular cleaning does not occur by the tenant, high costs can be incurred to bring it back to its original clean state. If this occurs, this will be at tenant cost. It is also a tenant responsibility to ensure that the pool/spa is kept topped up with water, and must not empty the pool/spa without written approval from us.
It is essential particularly in the summer months when water evaporation is at highest; to maintain the pool water level approximately half way up the skimmer box inlet. This will ensure the system functions correctly. If the water level drops below the skimmer box damage can occur to pumps etc.
Skimmer baskets should be checked at least weekly for debris. Pools that have lots of trees around them may need to have their skimmer baskets emptied daily. These baskets are located behind the skimmer door on the side of the pool, and are accessed via the plastic lid on the deck of the pool. When putting the baskets back, make sure that they are sitting properly in their place. Some baskets require a small weight or rock in them so that they don't float out of place.
If you have an automatic vacuum cleaner for your pool, it will require emptying of rubbish and debris. If you have a suction cleaner (such as a Baracuda or Kreepy Krauly) then all that is required is to empty the skimmer basket. If you have a pressure cleaner (such as a Jet Vac or Polaris 280) then there will usually be a mesh bag attached to the cleaner. This needs to be emptied out.
If you do not have an automatic cleaner then you will need to manually vacuum the pool. This is done with manual vacuum head, hose and telescopic pole. The hose is attached to the skimmer box via an appropriate vacuum plate. Vacuuming can only be done with the pump turned on, as this provides suction. Please make sure that the hose is completely full of water, as any pockets of air in the system can damage the pool pump.
Supplying of pool treatment chemicals will be a tenant responsibility, at tenant cost.
It is the responsibility of the tenant to maintain and keep in good condition any accessories, cleaning and maintenance equipment.
This also includes any outdoor/pool furniture supplied. Pool cleaning/equipment must be kept out of the sun and stored responsibly. Supplied pool/spa covers must be neatly rolled or folded up and stored away out of the weather when not in use to preserve its lifespan and usefulness.
We must be notified immediately if fences and gates are not functioning correctly, and the gate fails to self-close promptly when opened. State pool/spa regulations must be kept at all times.
8. Strata title/ Body Corporate
Common Property
Within the strata/body corporate complex there will be areas assigned as common property. There are several standard by-laws that relate to common property that we would like to bring to your attention:
Should you wish to transport furniture or park a vehicle for the purpose of carrying/transporting furniture, you will need permission from the strata/body corporate body. In some cases this will not be permitted.
You cannot use any part of the common area to plant/maintain your own garden or vegetable patch.
You must not obstruct any person's legitimate and lawful use of the common property.
No child under your control can be permitted to play in common areas, or in areas that could be dangerous to children (around rubbish bin areas etc).
Parking
Only parking bays assigned to you can be used by you and your visitors. In some cases visitors are not permitted to park on the property. You are unable to use parking bays assigned to other residents.
Noise and Disturbance
Excessive noise and inappropriate/offensive behaviour that causes a nuisance or disturbance to other occupants is not permitted under the by-laws of the complex. All occupants are not permitted to dispose of rubbish, dirt or other material in an area of common property and must also remain properly clothed when on common property.
Taking Responsibility for your Visitors
It is your responsibility to ensure that your visitors obey by-laws, including parking and their behaviour within common property areas. This also includes ensuring they do not disrupt other residents with noise when walking to and from the car park.