Tenant Information


To receive prompt action, the best form of contact with our office is via email. If you do not have access to email, feel free to contact our office directly by telephone.


Phone: 03 9890 1228


Monday – Friday: 9.00 a.m. – 5.30 p.m.

Saturday: 9.00 a.m. – 3.00 p.m.


It is important that all requests are submitted to our office in writing.


It is important that if you wish to visit the office to discuss any issues with a property management staff member to arrange an appointment time. Our property management staff are often out of the office conducting inspections and we know that there is nothing more annoying than having to wait.


The tenant agrees that it is their responsibility to pay rent in advance. Rent is due on or before the due date (the date you have paid rent up to). The tenant agrees to contact the Agent should they not be able to pay rent by the due date. “Please ensure that you retain all receipts for your records”. Please remember our landlords have financial commitments to meet and they rely on rent being paid on time.


The tenant agrees to notify the Agent of any damage or repairs that may be required on the property. At all times your first contact to organize the repairs must be to our office. If a genuine emergency problem occurs out of the office hours (i.e. Saturday Afternoon, Sunday or after 5.30pm Monday to Friday) please contact our after hours phone number of 0478 074 332.  Should you not be able to reach our after hours number please leave a detailed message including your name, property address, and details of the urgent repair and whether it is to do with gas or electricity.  If a member of our staff has not got back in contact with you within 3 hours please contact the appropriate trades person.

Plumber: Peter Cooper – 0418 334 710 Electrician: Hodgcroft Electrics – 1300 399 318
Locksmith: Kon the Locksmith – 0412 558 850 Glass replacement: O’Briens Glass – 132 452

* Please note: should a trades person attend for an after hours call out that is not deemed an urgent repair, the tenant will be responsible for the call out fees.  The landlord will also not be held responsible if you call a locksmith as you have locked yourself out.

All general repairs must be reported to our office in writing. If work is carried out at the premises by a trades person, the tenant agrees to contact the Agent to advise that the work has been completed. If a tradesman is required to attend the property and a suitable time has been agreed between the tenant and the tradesman and the tenant is not home, the tenant agrees that they will be charged for the standard service call for attending the property.

If a repair request is reported to our office and it is caused by tenant neglect, the tenant agrees to be responsible for the payment of the account. For example, power failure due to one of your faulty appliances, a foreign object blocking toilets or garbage disposal units. It is the tenant’s responsibility to replace any blown light globes throughout the property and replace any cracked or broken windows or screens.



Our office will carry out periodic inspections on the property to ascertain the condition of the property and necessary maintenance requirements. (Written notice will be given to you on all occasions). We also carry out periodic drive by inspections. This inspection also provides an opportunity for you to point out any problems or maintenance that you think may be necessary.


We can assist you should you wish to break your tenancy agreement. The following conditions will apply: –
The tenant is responsible for and must pay rent until the property is relet to a suitable tenant and binding agreement is entered into or until the end of the tenancy agreement, whichever is sooner.

The tenant must pay for the lease break fees as detailed in their tenancy agreement. The tenant must also pay for all advertising costs expended by the office in the process of securing a new tenant.


The tenant agrees that when giving notice it must be in writing (in the prescribed form) and handed or faxed to our office. The notice is not effective until we receive this form. 28 days notice is required prior to the end of your tenancy agreement (this notice can be given up to and including the last day of the fixed term of the tenancy agreement). If it is a fixed term tenancy agreement, the end date of the notice cannot be before the end date of the agreement.


It is the tenant’s responsibility to insure his or her own belongings and furniture. With the ever-increasing incidence of burglary and theft, we strong recommend you take out contents insurance.


If you find yourself locked out of your property you may visit our office, pay a deposit and collect our office set of keys. It is important to note that for privacy and security reasons, we are only able to give keys to tenants listed on the tenancy agreement and photo identification must be produced.


Termites in properties can cause major damage in homes. To assist us with termite management please adhere to the following points. The tenant agrees to report any unusual mud build-ups or mud tracks around the house. The weep holes in the external brickwork of a home are a favourite entry point for termites. It is important that these external weep holes are kept visible. Don’t allow garden beds, soil or mulch in gardens to rise about this level. Do not store items against the external wall of the house. Ensure that you report plumbing leaks to our office promptly. If you notice termite mud galleries or other activity, it is extremely important not to disturb or interfere with them.


Our office is required to collect personal information from you to manage the tenancy. The information collected may be disclosed to the lessor, tradespeople, government departments or bodies, tenant database registers, body corporate’s, strata managements, referees (real estate agents or lessors), tribunals, courts, insurance companies or other related third parties necessary to manage your property or as required at law. If you would like access to your information or wish to correct incomplete or out of date information, please contact our office.


We respect your rights as a tenant to quiet enjoyment and privacy during your tenancy and we will do our best to help you during our time together. However, should you believe you have a problem, which is not being treated fairly by our staff, please put your complaint in writing and we will attend to it promptly and respond to your problem within seven (7) days.


Emergency out of office hour telephone number: 0478 074 332