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Tenant Information
Customer Service Standards
"We care for our tenants..."
Our philosophy is that tenants are our business! Without you we have no business. For this reason it is more important than ever that we value, respect and care for your needs. We don't want you to feel as outsiders; but part of our business. We understand that you deserve our immediate attention with requests and deserve to be greeted with a friendly courteous smile at all times.
Our customer service standards are:
- To present to you well maintained and clean properties
- To process tenancy applications within 48 hours
- To clearly explain your rights and obligations at the commencement of the tenancy
- To prepare all documentation in accordance with the Residential Tenancies Act
- To prepare a detailed condition report and inventory list if applicable
- To collect a full rental bond prior to the tenant receiving the keys
- To respond to your telephone calls within 24 hours
- To respond to fax and email requests with 48 hours
- To attend to complaints promptly and to listen and understand both sides point of view
- To attend to maintenance promptly in accordance with priority
- To keep all appointments and turn up on time (extreme circumstances prevailing)
- To carry out regular property inspections and forward a detailed report to our lessor
- To protect your privacy in accordance with legislation requirements
- To ensure that you have quiet enjoyment of your home
- To provide you with a quality service based on honesty, integrity and professionalism
- To not make excuses but provide solutions
"We want to delight you with our service"
Tenant Application Information
Photo Identification
When returning your application, you must submit a form of photo identification.
Required Supporting Documents
You will be required to submit supporting documents with your application. Your application will not be processed if all documents are not given. Our office will require you to submit the following documentation for your application to be considered.
100 point check + Proof of Income (Pay Slip, Bank Statement, Tax Return for the Self Employed, Centrelink Statement of Income). Should you be unable to meet this criteria, please speak with the property manager.
- 50 points
- Previous rent ledgers
- 20 points
- Min. 2 references from previous Agent/Lessor
- 40 points
- Bond refund history
- 20 points
- Current motor vehicle rego papers
- 30 points
- Passport
- 10 points
- Copy of Telstra / Energex / Gas Account
- 30 points
- Drivers License
- 10 points
- Other identification
- 20 points
- Birth Certificate
Must Have Photo Id & Proof Of Income
Photo Identification (18+ Card, Drivers Licence, University or TAFE Card, Passport, Employment ID)
Other Identification (Medicare card, bank card, pensioner card, membership card)
Proof of current address (Phone Bill, Electricity Account, Tenancy Agreement, Council Rate Notice)
Proof of regular housing payments (Rent Receipts, Tenant Ledger, Proof of Mortgage Payments)
Proof of Income (Wage Slips, Bank Statements, Employee Letter, Centrelink statement)
Written References (Personal, Rental and Employment)
Processing An Application
In most instances, we are able to process your application within 48 hours and advise you by telephone. If we are unable to contact all of your referees, this process may take longer.
Approval Of An Application
If your application is approved, we will require you to return to our office prior to moving into the property to collect a copy of your Tenancy Agreement, Body Corporate By Laws (if applicable) and Information Statement "Renting in Queensland". It is important that you carefully read these documents prior to taking up tenancy.
Securing The Property
Once the application has been approved you will be required to pay a minimum of one week's rent. Please note that this must be paid in cleared funds (money order or bank cheque only). Personal cheques will not be accepted when paying the initial monies. The property will not be secured for you, until this money has been received and all parties have signed the tenancy related documents.
General Information Prior To Taking Up Tenancy
Tenancy Agreement, Special Conditions & Information Statements
Prior to completing this application form please note that the tenancy agreement and special conditions, tenant information booklet and body corporate by-laws (if app.) can be made available to you. It is important that you read and understand this documentation including any special conditions prior to entering into the tenancy agreement.
Collection Of Keys
Our office rental department is open Monday to Friday 8:30am - 5:00pm and Saturday 8:30am - 12:00 pm only. You will need to collect the keys, finalise payment of monies and sign all documents in these hours ONLY. LOST KEYS: Please ensure the security of issued keys, as an office set MAY NOT be held. Alternatively a locksmith may be required to engage access to the property at the Tenant's expense.
Payment Of Rent & Bond
Prior to taking possession of the property, we require 2 weeks rent and 4 weeks bond. If your weekly rent is more than $300 per week, the bond requirement may vary. This office does not accept bond transfers and does not transfer Department of Housing Bonds. If you are relying on a bond transfer, please discuss this with our office prior to signing the Tenancy Agreement. All monies must be paid in cleared funds prior to collecting the keys.
Bond Lodgement
It is important to know that all parties signing the Bond Lodgement Form at the commencement of the tenancy must be present in the office at the end of the tenancy to sign the Refund of Bond Form. Failure to have all signatures on the Refund of Bond Form will result in delays of up to 3 weeks for monies to be released. You will also need to inform our office of the portion of bond each tenant is contributing.
Payment Of Rent
It is our company policy that all rental payments are to be made direct to the Bank. We offer the following forms of banking methods. (1) Direct Deposit book into bank account or (2) Internet Banking (3) BPAY. This will be discussed with you when signing your Tenancy Agreement.
Signing Of The Tenancy Agreement
All occupants must be present to sign the Tenancy Agreement prior to collecting the keys. The keys will not be released unless all occupants have signed the Tenancy Agreement, shown photo identification and paid all monies in cleared funds and in full.
Electricity Connection / Telephone Connection
It is the tenant's responsibility to connect the electricity and to ensure that it is disconnected at the end of the tenancy. All connection costs and deposits are the tenant's responsibility.
ENERGEX (Electricity) 13 12 53
TELSTRA (Telephone) 13 22 00
Condition Reports
When you move into the property, be very particular with the Condition Report and make sure you mark down anything not already outlined on the report. If you do not mark it down, you will be liable for discrepancies when you vacate. You must return the Condition Report to our office within three working days of moving into the property. Keep the report in a safe place during your tenancy, as you will need to refer to the report when vacating the property.
Tenant Default Agency
Our office is a member of TICA, which is a tenant default agency. Should you default in your rent or have any outstanding monies owing upon vacate, the details will be listed with this agency at the end of your tenancy. Once listed, the information will remain on file until the default is rectified. We do look forward to a harmonious agent tenant relationship, and we will only take this course of action when absolutely necessary. If you experience financial hardship throughout the tenancy it is imperative that you contact our office to discuss the matter in further detail.