Tenants

Emergency Repairs and Maintenance
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If you are having trouble with your antenna, follow these troubleshooting steps.
  1. Check to see if your TV is on the correct source or input. 
  2. Ensure your antenna cable is correctly connected to the wall and TV.
  3. Switch off your device at the wall.
  4. Remove all cables for 30 seconds. 
  5. Reconnect all cables at the back of the TV, ensuring they are secure and correctly connected. If you have a signal booster connected, try removing that and plug the antenna cable straight into your TV. 
  6. Wait until overheated devices have cooled down.
  7. Power ON your TV. 
  8. Retune your device. You will find the turning options in the menu, settings or refer to your TV manual. If you need instructions, please refer to your Device Manual, or for guidelines, see here.
  9. Try an alternative antenna cable and repeat the steps above with the new cable. If none of the above worked, please email your property manager with the fault experiencing.

Note: Although landlords are responsible for repairs, if the issue is a result of misuse or negligence (i.e. not attempting to troubleshoot, your TV, damaged plugs, etc.), the tenants are responsible for the cost of the repairs. 

If you are having trouble with the water supply, follow the instructions below:

If you are having trouble with the water supply, follow the instructions below.

  1. If you are experiencing a water outage, please visit and see more information here: https://bit.ly/3PdRMkM.
  2. If your property is not on the water corp list, don't hesitate to contact your property manager via email, SMS, or call.
  3. If the water outage is in the building, please email your property manager, and we will be in touch with the strata.
Should the tenant lose the property's keys, please note the following:
  1. The tenant is responsible for the key replacement.
  2. The tenant must inform us via email.
  3. The tenant would need to engage with a locksmith
  4. Once new keys are obtained, the tenant must hand us a copy.

Note:

  • During office hours, the tenant can collect the spare key from the office if available and arrange it prior with the property manager. 
  • If a tenant loses building keys or fob, the strata will need to be contacted and if a charge for access/replacement/reissue is associated, the costs will be charged to the tenant.
If you are experiencing a loss of gas supply, follow the instructions below:
1. Check to see if the gas suppliers are working on gas lines. More info here: atco.com/en-au
2. Check that your gas meter is turned on. Here is a link to a video showing you where your gas meter is located and how to safely check and operate it to turn it on or off: youtube.com/watch?
3. If you still have no supply, contact your real estate agent. If it is after hours, contact our emergency gas plumbers.

Note: You would be liable for the call-out cost if the gas plumber did not find any issues.
If the property has a blockage, follow these troubleshooting steps
  1. Use hot water down the drains; recommend a full-boiled kettle of water.
  2. Try and use a plunger on the drain.
  3. Apply some unblocking products such as drain cleaners, clog eliminators, etc.

If none of the above worked, please email your property manager, and we will organise a plumber to attend to the issue. 

Note: Although landlords are responsible for repairs, if the blockage is a result of misuse or negligence (i.e. wet wipes, hair, fallen items, etc.) the tenant will be responsible for the cost of the repairs. 

If you have no access to hot water, follow these troubleshooting steps:
  1. Check the isolation valve on your hot water system.It is usually the yellow or red handle on the water intake side. If the valve is turned off, all you need to do is turn it back on.
  2. If you have an electric hot water system, check if the hot water's power cord is plugged in correctly, the powerpoint is turned on, and the switch in the meter box labelled hot water system (HWS) is in the ON position. Turn off and wait two minutes before turning it back on. 
  3. For a gas hot water system, you should have gas in your gas bottle or check if there is any problem with your gas supply i.e. have you paid your recent account or is there an outage in your area. If you have a gas cook top or oven check if that is working as if it is not there may be an issue with your supplier.
  4. Try to relight the pilot if it is not ON - instructions either available online or on the hot water unit itself.

If the issue persists, please email your property manager, call or SMS their number so they can attend to the matter.

Note: Although landlords are responsible for repairs, if the issue is a result of misuse or negligence (i.e. not attempting to troubleshoot, damage, relighting a pilot light etc.), the tenants are responsible for the cost of the repairs. 

If you have a blockage in your toilet, follow these troubleshooting steps:
  1. Use a plunger on the bathroom toilet.
  2. Use unblocking products such as drain cleaners, clog removers, etc.

If the issue persists, please call the agency, and we will organise a plumber to attend to the matter. 

Others:

  • If your toilet is broken and you have a second toilet at the property, please email the maintenance request to your property manager, and we will see to have this sorted. 
  • If no other toilet is available at the property, email your property manager and call or SMS their direct number so we can attend to this as soon as possible.

Note: Although landlords are responsible for repairs, if the blockage is a result of misuse or negligence (i.e. wet wipes, hair, fallen items, etc.), the tenant will be responsible for the cost of the repairs. 

Carefully follow the instructions below:
  1. Turn all the lights and appliances off and remove plugs from power points affected by the power trip.
  2. Check if all the safety switches and main switches are in the ON position in the fuse box. If one is in the OFF position, turn it back into the ON after all appliances and lights have been turned off. 
  3. Turn the lights and appliances back on one by one. See if any of them have caused the power to trip.
  4. If one of the appliances is causing the power to trip and is one of your own, please remove the appliance to avoid further damage.
  5. Contact the property manager if the appliance causing the fault is included with the property, i.e. the oven.

Note: If an electrician is sent out for a fault find and has discovered that it is due to your appliance/s, you will be charged for the bill for the electrician's invoice.

If the below items are present or confirmed, follow the steps below:
  1. Property leakage - Use these troubleshooting steps: https://www.watercorporation.com.au/Help-and-advice/Water-issues/Leaks/Detect-a-leak. Email and call or SMS your property manager with this information, and we will organise a licensed plumber after talking to the landlords. 
  2. Water leak - Email your property manager, and we will be in touch with the strata. 
Vandalism or Break-in

For break-ins, carefully follow the instructions below:

1. Do not touch anything. 

2. Make sure you are safe and call the police at 000. 

3. Wait in a safe place until advised by the police. 

4. Take photos and a video of the damage caused by the break-in. 

5. Note any lost goods stolen.

6. Send the photos, a description and the police reference number to your property manager. 

For vandalism, carefully follow the instructions below:

1. Note any description of the vandals.

2. Make sure you are safe.

3. Take photos of the vandalism. 

4. Complete the vandalism report with the police and note the police reference number. 

5. Send the photos, a description, and the police report number to your property manager.

If you are experiencing trouble with your electricity or power, follow the steps below:
  1. Turn all the lights and appliances off and remove plugs from power points affected by the power trip.
  2. Check if all the safety switches and main switches are in the ON position in the fuse box. If one is in the OFF position, turn it back into the ON after all appliances and lights have been turned off. 
  3. Turn the lights and appliances back on one by one. See if any of them have caused the power to trip.
  4. If one of the appliances is causing the power to trip and is one of your own, please remove the appliance to avoid further damage.
  5. Contact the property manager if the appliance causing the fault is included with the property, i.e. the oven.

Note: If an electrician is sent out for a fault find and has discovered that it is due to your appliance/s, you will be charged for the bill for the electrician's invoice.

A gas leak can pose a potential danger to those in your household. If you can smell gas, immediately follow the steps below:
  1. Try to find the source of the smell. Look at your stove, gas burners or appliances like gas heaters or hot water units. You can also check the piping near your gas meter. The gas will smell like rotten eggs or garlic.
  2. Remember, DO NOT smoke, light matches, or use a cigarette lighter inside or while on the property. 
  3. If you can't find the source or it is coming from an appliance already turned off, go to the gas meter box and switch the natural gas handle on your meter to the OFF position. To turn off your gas meter in the meter box, follow these steps here: https://www.kleenheat.com.au/help/metering/turn-gas-meter-on-off.
  4. Open your windows for better ventilation. Check and make sure your stove burners, naked flames, and pilot lights are all OFF.
  5. Finally, turn OFF your electricity in the meter box. 
  6. Once outside the property, call your property manager to report the lease. If you can't reach your property manager, refer back to our emergency gas plumbers and give them a call. 

Note:

  • You would be liable for the call-out cost if the gas plumber did not find any issues. 

Make sure the gas appliances are regularly serviced to prevent gas leaks. More information here: https://www.australiangasnetworks.com.au/gas-explained/about-natural-gas/gas-leaks-and-emergencies

If you have experienced damages due to the storm, follow the instructions below:
  1. For severe damages and should you need immediate help, call the SES at 132 500.
  2. Be alert and careful of debris or fallen trees, and do not enter the property if it is unsafe.
  3. If safe, assess the damage and take photos where you can.
  4. If a leak within the property is present, put towels or buckets down where safe to do so.
  5. If any damaged areas are asbestos, do not touch or attempt to remove them.
  6. Once you are outside the property, call your property manager or real estate agent to report the damage, including sending an email with any photos and details included.
If you have lost your power supply, follow the instructions below
  1. Check if all safety and main switches are ON in the fuse box.
  2. If one is in the off position, turn all lights and appliances off before turning the switch back on
  3. If they are all on, check the Western Power website to confirm a power outage in the area. 
  4. If you have checked the above and still have no power and no evident reason why contact the property manager 
Leaks have been reported mainly during torrential storms and severe winds. In weather like this, doors, windows, and things will leak, and possibly never again.

Contractors cannot work on the roof under poor weather. In the meantime, you can attend to the matters below:

  1. Move things out of the way, such as belongings and appliances.
  2. Contain the water as much as possible (buckets, towels, etc.) to avoid further damage. 
  3. If water is leaking down the lights, don't use them.
  4. Take some photographs where possible.

Please advise us of any maintenance or damage that has occurred to the property.

 

Note: If sever damage happens, such as tiles blowing off or trees falling on roofs, please call the SES (132 500). They will not do the repairs but are trained to deal with these situations and make the property safe.

Carefully follow the instructions below:

Carefully follow the instructions below

  1. Make sure that your outdoor light bulbs are always in working order.
  2. Always lock your doors (door handle and deadlock where applicable ) and security screens when you are away.
  3. Make sure all your windows are shut.
  4. If you plan on going away for an extended period, notify your property manager and let them know if someone will be checking in on the property. Please provide them with the property manager’s number in case of an emergency.
  5. Make sure all appliances are turned off and unplugged when going away.
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For emergencies, you will be contacted by the first available team member.
Repairs that are not deemed emergencies will be actioned in regular business hours.
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REpair Request

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Tenant fAQ

Property Management

How long will it take to apply and be accepted for a property?

At Rent Choice, we strive to process applications as soon as possible. Almost all applications we receive are completed within three business days. Incomplete or incorrect applications can delay this processing time. Before submitting your application, review it for the following:

  • Double check that all information is complete and accurate.
  • Ensure there are no missing signatures or telephone numbers.

As a responsibility to owners and tenants, Rent Choice conducts thorough application screenings. Upon receipt of your application, we review your information both in-house and via third party reference checks. Sometimes this screening process results in unavoidable delays outside our control. Once screening is complete, we seek instructions from the property owner within one business day.

Best of luck with your application!

How can i make my application stand out?

The best way to increase your chances of a successful application is with some simple due diligence:

  • View the property before applying, get in touch with the property manager to introduce yourself and ask questions. This demonstrates commitment and allows you to address potential issues before submitting your application.For example, you might want to ask what terms the property owner prefers; if you and the owner both prefer a 12-month lease, including this information will help strengthen your application.
  • Ensure all the information you submit is correct and current. Make sure you’ve filled out all required sections. If you’re using a saved online profile to apply, double check that all fields are up to date — especially telephone numbers and contact names.
  • Confirm that all your referees are able and willing to vouch for you. Some employers, for example, may require your written consent before they can release any information about you over the phone. Similarly, confirm that your rental references can be linked to the properties you’ve resided in previously. Many applications we receive are rejected because details like these can’t be verified.
  • Be transparent in your rental application. If you require any special conditions for the property, let us know as soon as possible. If you have pets, include details about them with your application. A short description, photos, and/or behavioural references can go a long way toward your pet and application being approved by the property owner.

    Most importantly, feel free to contact us with any questions or concerns while applying. We’re here to help, and we want your application to succeed just as much as you do!

What do i need to do when moving into a property?

Firstly, congratulations on your successful application! Before we can welcome you to your new home, you have two important obligations:

  1. Arrange to transfer the upfront funds into our trust account. This must be done within 2 business days of your confirmation.
  2. Confirm your key handover date — by appointment only. Please note that the upfront funds must have cleared in our trust account prior to key handover. We suggest you allow a further two business days for this process to finalise.

Upon signing the lease, it’s your responsibility to place the property’s electricity, gas, and telephone/internet accounts in your name. We recommend you begin this process prior to moving in, so as not to find yourself without essential services. If you require assistance, we’re happy to help in any way we can.

Finally, at the beginning of your tenancy we provide you with a property condition report. It’s imperative that you review this report and record any defects with the property at possession time, as you will have no other opportunity to do so. When you vacate the property, this initial report will be used to assess the outgoing property condition in order to release your bond accordingly. You must review, sign, and return this property condition report within seven (7) days of moving in.

Are my contents insured under the property owner's policy?

In general, it is unlikely that a landlord’s insurance policy will cover a tenant's belongings.
Legislation permits only licensed professionals to give personal insurance advice, so we encourage our tenants to consult with an insurance broker or provider for more personalised information.

What are my maintenance obligations throughout my tenancy?

As a tenant, you’re expected to keep the property clean, safe, and functional. When vacating at the end of your tenancy, the property should match the condition it was in when your tenancy began. The easiest way to stay on top of this is with consistent, regular cleaning. We provide routine inspections for all our properties, as well as a checklist you can follow to stay on top of maintenance.

Please CLICK HERE to download an example cleaning checklist for your reference.

What happens during a routine inspection?

We perform inspections of our properties every three/four months, beginning six weeks into your tenancy. You will receive written notice at least 7 days prior to each of these inspections, and a SMS reminder the day before.

We use inspections to note the internal and external conditions of a property and to report any maintenance issues that may need to be addressed. This information is provided to the property owner for their knowledge and review. While we take photographs of the property’s condition to include in this report, we’re mindful that this is your personal space and do all we can to respect your privacy.

You are not required to be present during an inspection, though we ask you please leave a note identifying any maintenance issues you’d like inspected. Should you wish to be present during the inspection, your property manager can provide you with an approximate arrival time period. As we book multiple inspections across our properties on any given day, we may not be able to provide you with a precise start time.

When the inspection is complete, your property manager will leave a card confirming the review and identifying any issues. If necessary, we’ll call or email you separately to address any further required action.

How long should repairs take once they've been reported?

We strive to resolve all maintenance issues as soon as possible. This process can involve verifying the problem, receiving approval from the property owner, obtaining quotes, and coordinating access between trades — all of which can result in delays outside our control. We do everything in our power to minimise your inconvenience during this time.

Can a friend move into the property with me?

Only individuals listed in the tenancy agreement, or those with written permission, are authorised to live at the property. If you’d like to have someone move in with you, please contact us to request a separate tenancy application. This form must be filled out and approved by the property owner before your friend can move in.

Please note that you will be in breach of your tenancy agreement if you allow anyone else to live with you without written consent.

What do i need to do before vacating a property?

You must notify your property manager — preferably in writing via email, — of your intent to vacate within the notification period. Please ensure you allow yourself enough time to take care of outgoing cleaning/maintenance obligations before vacating.

We provide a checklist of vacating obligations that we ask outgoing tenants to follow. This includes items such as professionally cleaning and deodorising the carpets. If you have pets, you’ll also be required to complete a flea treatment. Your property manager can provide assistance in contacting any trades, gardeners, or other professional services needed to prepare the property for handover.

You must return all keys and remotes to our office by 5:00PM on the date stipulated on your notice to vacate. If you need an extra day or two to attend to cleaning or other matters, please inform us ahead of time and we’ll do our best to accommodate your request. Note: you’ll be charged rent for each day past the end of your tenancy, which cannot be paid from your bond.

What are my cleaning obligations when vacating a property?

When performing your vacate clean, please refer to the property condition report (PCR) that you signed at the beginning of your tenancy. Your final inspection will be compared to this report in order to determine your bond refund. We suggest you perform a thorough, room-by-room clean in order to return the property to the condition it was in at the start of your tenancy. If the property is furnished, please ensure that each room contains the same items as originally set out. Typically, there will be photos accompanying the PCR that you can refer to.

This checklist represents your basic cleaning obligations before vacating. We’ll also provide a guide of recommendations you can follow to help ensure the full return of your bond.

General
  • Vacuum and clean all door and window tracks
  • Sweep and mop all non-carpeted floors to remove marks
  • Clean all light fittings and remove dead bugs
  • Verify all interior and exterior light bulbs/globes are working
  • Clean marks and fingerprints from walls, ceilings, light switches and surrounds
  • Clean skirting boards, windows(including frames, sills and tracks), cupboards, picture rails, both sides of all doors (including architraves) and all other fittings
  • Remove and clean all insect/security screens (where possible, hose and wash with detergent and brush before installing)
  • Dust and clean curtains/blinds according to wash instructions
  • Ensure all curtain/blind attachments are untangled and in working order
  • Remove scuff marks from bedroom wardrobes
  • Remove all cobwebs, insect marks and nests both inside and outside the property
  • Ensure ALL personal belongings are removed from premises
Kitchen
  • Clean inside and outside of all cupboards, doors and shelves
  • Clean inside and outside of stove/stove top (griller, doors, trays, racks and glass)
  • Clean range hood, flume fan and filter
  • Clean inside, outside and behind all appliances (refrigerator, dishwasher, and microwave where applicable)
  • Clean sink (drain holes, drainers, tapware and plugs)
  • Remove exhaust fans to clean in dishwasher or with detergent
Bathroom
  • Clean all walls, floors, mirrors, windows and window tracks
  • Clean inside and outside all cabinets, cupboards and drawers
  • Clean bath and shower recess (remove built up soap residue on tiles and shower screens)
  • Clean sink and all tapware, plugs and towel rails
  • Scrub grout, floors, walls, shower and splashback to return to original colour and condition
  • Wash shower curtain with bleach or replace if necessary
  • Clean toilet (cistern, seat, lid and bowl), toilet roll holder
  • Ensure ceilings and walls are free of mould, marks/scuffs and cobwebs
  • Remove exhaust fans to clean in dishwasher or with detergent
Laundry
  • Clean inside, outside and around washing machine and dryer (including filters)
  • Clean inside, outside and around laundry tub, cabinets, shelves, drawers, tapware, and plugs
  • Clean all walls, floors and ceilings (including grout)
Verandah, Decks, Outdoor Area and Pool
  • Sweep and mop all floor surfaces
  • Clean all railings, glass and light fittings
  • Remove all cobwebs and weeds
  • Tighten clothesline line
  • Ensure pool is clean, filled to the correct level and topped up with chemicals
Garage, Carport, Driveway and Shed
  • Sweep and remove any oil residue, grease stains and weeds from concrete, pavers, paths and driveways (if replacement pavers are required, please contact a professional to install them)
  • Clean, close and lock garage door
  • Ensure council bin exteriors are free of cobwebs, then place bins on footpath for next collection
Gardens and Lawns
  • Mow lawn, trim edges, weed gardens, sweep paving/paths and ensure garden is generally tidy
  • Remove all rubbish
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