Frequently Asked Questions

For tenants

Just email, text or call us with the property details from the listing on Trade Me or our website and we will be in touch to organise a viewing time with you.

Please complete the Pre-Tenancy Application Form online and email us with photo ID (Drivers Licence or Passport) for all applicants.

You will need to pay three weeks Bond, your first two weeks rent in advance, and a Letting Fee of one week’s rent plus GST. All payments need to be completed before you can move into the property.

If you are accepted to rent a property from us you will receive a phone call to confirm the tenancy details, and then receive a follow up email outlining the agreed terms and conditions of the tenancy. You will then be required to pay your holding deposit (minimum of one week’s rent) to secure the property. This deposit is non-refundable once the tenancy has been verbally agreed on, and until it has been received we are obliged to continue to show the property to other interested parties. We will email you all the relevant Tenancy Documents, which will need to be signed and scanned back to us.

You will be met at the property and complete an initial comprehensive move-in Inspection Report, which will thoroughly outline the condition of the property when you move in. This will be used in conjunction with a full set of digital photos and possibly a video inspection which could be used should there be any dispute when it comes to refunding your Bond at the end of your tenancy. The water meter at the property will be read, and you will get your set of keys, and be able to get on with moving into the property.

Easiest for you is to set up an automatic payment with your bank, either weekly or fortnightly. You will be informed of the date when the funds will need to leave your account. Please contact us immediately if you are unable to meet your rent commitment when due.

We will send you a letter advising you of our intention to inspect the property, and giving you at least seven days’ notice of this inspection. Along with our Notice to Inspect, you will receive a checklist on which you can note any items you think need attention at the property, and update us with your contact details. As we hold keys to your property, you do not need to be present for the Inspection although you are welcome to be home if you wish. You can expect our Inspection to take between 20-45 minutes depending on the size and condition of the property.

Your first Inspection will be conducted when you move in and then an inspection one month into the tenancy, then routine inspections every 13 weeks.

We will discuss any areas of concern with you if you are home for the inspection. We will organise any issues needing maintenance attention with the relevant tradespeople. If there are issues regarding cleanliness or tenant damage, then you may receive a 14 Day Notice of Re-inspection, outlining the areas that you need to remedy to bring the condition of the property up to an acceptable standard, and the date on which the property will be re-inspected. Please pay attention if you receive one of these notices, repeated breaches could well jeopardise your tenancy.

We will conduct a final inspection of the property once you have vacated and finished your cleaning, rubbish removal etc. The water rates will be read at this time. If your rent is up to date, and you have left the property in a clean and tidy condition, and undamaged, the refund of your Bond will be a smooth process. Once final amounts to be refunded are agreed and the Bond Refund form is completed, your money should be in your account within five working days. Please note that rent is charged up to and including the day that all keys are returned to our office.

Please contact us as soon as you discover the need for repairs at the property. We ask that all maintenance requests be provided in writing, (with photos if possible). In any emergency please phone Sheree on 021 678 222.

We have a full team of experienced tradespeople we have used for many years to maintain our managed properties. They will contact you to arrange a time that suits you to carry out the necessary maintenance, or you can authorise them to collect a key from our office.

If your property is separately metered, then yes, you are liable for water rates (usage and wastage). If we manage the property for the owner we will pay the original water account, and invoice you for the water you have used.

As the tenant, you are responsible for arranging connection of all utility services (electricity, gas, phone) you require in your own name. If you have not attended to this already we recommend the use Fast Connect. This is a free service that makes all the arrangements for you. Upon vacating the property it is your responsibility to arrange disconnection of all utility services. If you forget to do this, the next occupant will have the financial benefit at your expense!

If you are on a periodic tenancy you need to give us 21 days’ notice in writing. Please note that we are unable to accept verbal notice. The 21 days begins from when the notice is received by our office. If you are on a fixed term tenancy, then you are legally liable to pay rent until the end of your fixed term.

If circumstances arise where it is necessary to break your fixed term, then we can usually help you under the following conditions. As per your tenancy agreement you are responsible for and must continue to pay rent until the property is re-let to a suitable tenant who commences paying rent, or until the end of your fixed term tenancy agreement, whichever is sooner. You must pay for all advertising costs incurred by us in the process of securing a new tenant, and for reasonable costs of re-letting, usually equivalent to one week rent.

You will be sent a confirmation of Notice to Vacate, outlining your responsibilities, which covers everything you need to do before the end of your tenancy.

It is your responsibility to insure your own personal belongings and furniture by taking out contents insurance. Your landlord has insurance for the property and any other landlord owned assets at the property. In the event that you, another occupier, or visitor accidentally damages the property and rectification work is required, you may be required to pay any excess that may apply to the landlord’s insurance cover.

You are not permitted to assign or sub-lease the property without our permission. Your tenancy agreement states the maximum number of people who are permitted to occupy the property. If there is any change in either the original occupants or any additional occupants, please notify us immediately.

If you find yourself locked out of your property please call us and arrange to collect our office set of keys. If the lock out occurs after hours and requires staff to be called out, you may be charged a callout fee of $50.00. 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. No key/lock at the property are to be changed without discussing with your property manager first, and you must immediately provide us with two working copies of the new keys.