Tenant Information

Welcome to Engel & Völkers!

This information is designed to inform you of our services. It is also intended to offer you information and handy hints for the duration of your tenancy.

Engel & Völkers are committed to assisting you with any queries throughout your tenancy and it is our intention to ensure that your stay in the property you have chosen is both a comfortable and pleasurable experience.

 

Please ensure you have inspected the property carefully. We want our Tenants to be absolutely sure they are happy with the condition of the property and what it has to offer prior to signing a lease agreement.


We provide a professional service to all Tenants by ensuring that we continue to update you on any important matters applicable to the Residential Tenancies Act. Our aim is to have well informed and happy Tenants.

Please note our office hours for your convenience:


Monday to Friday - 9am to 5pm

Saturday - 9am to Midday

Sunday- Closed

 

We have listed a few items on the following pages that will assist you with frequently asked questions that Tenants occasionally may have.

 

General

 

As a Tenant you are obliged to do the following:

 
  • Keep the property clean
  • Not cause damage to the premises
  • Inform Engel & Völkers ASAP if any damage is done
  • Request permission in writing to install fixtures or make alterations, renovations etc
  • Avoid causing a nuisance to neighbours
  • Not participate in anything illegal on the property

The Landlord is obliged to:

  • Keep the premises in good repair
  • Ensure the security of the property by making sure all doors have locks and windows are secure
  • Immediately provide the tenant with a key after changing any locks
  • Avoid disturbing the Tenant unnecessarily

Utilities

 

Connection of electricity, gas and telephone are the Tenant’s responsibility. Please ensure you make arrangements to connect these services prior to moving into your new home. Please advise our Property Manager should you have any queries relating to these services.

 

Keys

 

A full set of keys will be provided to each Tenant. A photocopy of the keys issued will need to be signed by each Tenant. Please note all full sets of keys supplied are required to be handed in at the end of the tenancy.

 

Condition Reports

 

An entry condition report is completed by the agent at the beginning of the tenancy and issued to the Tenant. The Tenant is required to complete and sign their side of the report and return it to our office within 3 days of the commencement of the tenancy. Failure to do so may result in a penalty.

 

Repairs and Maintenance

 

General repairs and maintenance are a very important issue when managing a rental property. Engel & Völkers engages many varied tradespeople to attend to maintenance and repairs. All of these tradespeople are required to hold a license specific to their trade as well as a current insurance policy. All repairs must be authorised by our office. No responsibility for payment of accounts will be accepted for repairs which are authorised by the Tenant unless they are considered ‘emergency repairs’ which is outlined on the next page. As soon as the fault is reported to us we will make every effort to have it rectified as soon as possible. Your cooperation in regards to access is essential to assist us to rectify the problem. For your reference, we have highlighted a variety of situations that are considered emergency repairs.

  • A burst water service
  • A blocked or broken lavatory service
  • A serious roof leak
  • A gas leak
  • A dangerous electrical fault
  • Flooding or serious flood damage
  • Serious storm, fire or impact damage
  • A failure or breakdown of the gas, electricity or water supply to premises
  • A failure or breakdown of an essential service or appliance on premises for hot water, cooking or heating
  • A fault or damage that makes premises unsafe or insecure
  • A fault or damage likely to injure a person, damage property or unduly inconvenience a resident of the premises
  • A serious fault in a staircase, lift or other common area of premises that unduly inconveniences a resident in gaining access to, or using, the premises.

Upon signing a tenancy agreement we will provide a list of nominated repairers for your convenience in the event you experience an emergency. Should you not be able to contact any of the nominated repairer’s, you may contact a suitably qualified person to carry out the repairs to a maximum value of two weeks rent. You can pay the authorised repairer and submit the receipt to Engel & Völkers for reimbursement or you can ask the repairer to invoice Engel & Völkers. If you choose to pay the repairer, we will reimburse you within 7 days upon producing the receipt to our office.

Please note the above is only applicable to emergency repairs.

Please ensure that you notify Engel & Völkers immediately of any emergency repairs. We have a maintenance request form available for your reference. You may fax it to us on 07 5444 0994 or email to mooloolaba@engelvoelkers.com

Rental Payments

All Tenants are required to pay two full week’s rent in advance prior to moving into the property. Rental payments can be made by bank cheque, money order, direct deposit, credit card or EFTPOS. Please note we do not accept cash for rental payments in our office. You may however, deposit cash into our bank account at any Westpac branch. If you ever experience some difficulty making your rental payments by the due date, please advise our Property Manager as soon as possible.

Non Payment of Rent

If Tenants fall more than seven days behind in their rent, Engel & Völkers can issue you the Tenants with a ‘Notice to Remedy Breach’ (form 11) which gives the Tenants seven days to pay the outstanding rent. If the Tenants pay the rent within seven days, the tenancy agreement will continue. If Tenants do not pay the rent within seven days, Engel & Völkers can issue the Tenants with a ‘Notice to Leave’ (form 12)\, giving the Tenants seven days to move out. The Tenants then needs to move out of the property within these seven days, or pay the rent and ask if they can stay. If the Tenant doesn't move out within seven days, Engel & Völkers can apply directly to the Queensland Civil and Administrative Tribunal (QCAT) for a Warrant of Possession. If the Tenants pay all the rent after they've received a ‘Notice to Leave’, they can ask Engel & Völkers if they can stay. The Tenant should do this in writing, explaining that they have paid all the rent and would like to continue living at the property. It is the Lessor/Agent's decision about whether the Tenant can stay. If the Lessor/Agent agrees to let the Tenants stay, this agreement will be provided in writing.

Receipts

 

Receipts for payments made in person to Engel & Völkers office by cheque or money order will be issued immediately. Payments made by mail or via EFT will have receipts posted out only on upon request. A full rental history can be printed out at any time during the course of your tenancy and posted or emailed to you should you request so.

 

Property Inspections

 

Regular routine inspections are carried out approximately every three months to ensure Tenants are upholding their responsibilities and ensuring all maintenance issues are being attended to. Once the inspection has been carried out, a written report with photos are forwarded to the Landlord for their reference. A copy of this report and photos are also kept on our files. A recommendation of any maintenance matters is discussed with Landlords following the inspection. All Tenants are provided a minimum of 7 days notice prior to inspecting the property. All efforts are made to fit in with the Tenants for a suitable time for inspections. As a guide for your reference, the amount of notice needed depends on the reason for entering the premises.

 

The minimum notice periods are:

 

  • To inspect the premises - seven days (lessor/agent allowed to enter no more than once in a three month period, unless the tenant agrees)
  • To complete routine repairs or carry out maintenance - 24 hours
  • To repair or carry out maintenance where the premises is in a remote area and there is a shortage of qualified tradespersons in the area - no notice
  • In an emergency, or to protect the premises from damage - no notice
  • If the lessor/agent believes that the premises is abandoned - 24 hours
  • To show the premises to a prospective tenant or buyer or for valuation purposes - 24 hours ( if the property is for sale, a Form 10 - notice of lessor's intention to sell must have been issued)
  • By order of the Small Claims Tribunal - as stated in the order.

The parties may wish to negotiate a time that is suitable to everyone. If entry is for a lawful purpose and the correct notice has been given and the entry is at a reasonable time the Tenant cannot refuse entry. Under the Act, the Tenant does not have an automatic right to be present when the lessor/agent enters. If you have any concerns or questions regarding entry contact the RTA. If you wish to make any structural changes to the premises, (i.e. install air conditioner or picture hooks etc) you must seek permission from the lessor/agent in writing BEFORE any changes are made.

 

Gardens & Lawns

 

Tenants renting a house are usually responsible for the upkeep of the lawns and gardens unless there is a maintenance service provided and paid for by the Landlord. This means watering them during dry periods, weeding, trimming and mowing. If plants die during your tenancy and it is a result of neglect in maintaining them, you may be liable to replace them at your expense.

 

Pets

 

Unless a pet is specifically noted on your tenancy agreement, you must request written permission before you get one. Please be aware that some Landlords allow some pets but not others. Therefore, if you have permission to keep one type of pet and it dies, it does not automatically allow you to replace it with another type. Should this situation occur, please submit a request in writing to Engel & Völkers to pass onto the Landlord for their consideration.

 

Carpets & Curtains

 

Tenants are required to have carpets and /or curtains to be professionally steam cleaned when vacating the premises. You will need to provide a receipt to verify this has been actioned.

Vacating the Property

 

Tenants are required to give 14 days notice in writing prior to vacating the property. Our Property Manager will contact you approximately four weeks prior to the end of your tenancy agreement to discuss your options regarding renewing the lease or vacating the property.

 

Final Inspection

 

Rent will be charged until the day keys are returned. Please allow 2 working days for our Property Manager to complete the final inspection.

TICA (Tenancy Information Centre of Australia)

Engel & Völkers is a member of TICA. TICA is a database to record Tenants that have or do default under the terms of their tenancy agreement. Tenants are only placed on TICA if they have outstanding money owing in excess of the value of their bond and a decision has been handed down by the Small Claims Tribunal. If a Tenant has breached the tenancy agreement as per the Residential Tenancies Act and the amount outstanding is in excess of the bond being held, the Tenant will be placed on the TICA database following a Small Claims Tribunal Hearing. TICA is provided with this information and all details relating to the Tenant such as copy of drivers licence or passport, date of birth, etc. The Tenant is then placed on a database for defaulting Tenants. Information regarding the total amount of monies owed along with a full breakdown of the costs and expenditure related to the debt are lodged with TICA. The Tenant can clear their name from TICA if the debt owing is paid in full.

Please refer to the RTA for more detailed information on any of the above pertaining to the Residential Tenancies Act.

Alternatively, you may contact the RTA at:

Residential Tenancies Authority (RTA)

33 Herschel Street, Brisbane, QLD, 4000

GPO Box 390, Brisbane QLD 4001
Ph: 1300 366 311
Fax: 07 3361 3666
Website: www.rta.qld.gov.au

 

MONTHLY AWARD FOR OUR BEST TENANT!!!

 

At Engel & Völkers, we believe that...

 

‘GREAT TENANTS DESERVE TO BE REWARDED’

 

Each month, following a routine inspection one Tenant is chosen by our Property Manager as Tenant of the month. The Tenant must have displayed great care in looking after the property, upholding their responsibilities as per their rental agreement and have been consistently up to date with their rental payments.

 

Our ‘Tenant of the month’ will choose whether they receive a bottle of wine or gourmet gift hamper as a thank you gift. The Landlord will also be advised so they know they have great Tenants. A record of this will also go onto your Tenant file and may assist in any future tenancies as a reference.