Tenant Information

Welcome to renting with Core Realty

Thank you to choosing Core Realty. We believe in paying attention to your needs and providing a high level of service to you so your tenancy can be fuss-free; you can get on with exploring and enjoying your new home and the lifestyle of its surrounds.

This handbook aims to do that by providing you with general information about your tenancy and guidance on our processes, in a simple and straightforward manner. It states your responsibilities as a tenant and the role that your property manager plays in helping you keep everything in order.

Do keep this booklet on hand during your tenancy as you will find information about repairs and maintenance that will be of assistance to you if issues do arise.

Do take the time to read through the following pages. If you have any questions with the information presented, feel free to consult with your Property Manager who will be happy to advise you. You can also visit our website www.corerealty.com.au/rent to find more helpful tenant information.

On behalf of Core Realty, we welcome you to your home. We trust that you’ll work with us to foster a winning relationship and make your tenancy a pleasant experience.

First point of contact: Your property manager

We always approach every tenant with the aim of building a trusting relationship, respectful of your needs and interests, so you should always make your property manager your first point of contact for any matter regarding your tenancy or the property.

Your property manager is here to listen, advise, consult and help resolve any matters.

Below you’ll find our general advice and tips on being the ideal Core Realty tenant.

Emergency information

There’s no problem that our expert team hasn’t solved in the consolidated 30 years of property management, looking after over thousands of tenants and rental properties. A solution is just a call or two away.

Should you be unable to reach us on the mobile, you can leave a message or call the appropriate trades as listed on the back page of your lease agreement.

What’s considered an emergency or an urgent repair

  • burst water service

  • blocked or broken toilet system

  • serious roof leak

  • gas leak

  • dangerous electrical fault

  • flooding or serious flood damage

  • serious storm or fire damage

  • failure or breakdown of any essential service or appliance provided by a landlord or agent for hot water, water, cooking, heating, or laundering

  • failure or breakdown of the gas, electricity or water supply

  • any fault or damage in the premises that makes the premises unsafe or insecure

  • an appliance, fitting or fixture that is not working properly and causes a substantial amount of water to be wasted

  • a serious fault in a lift or staircase.

Above information sourced from the Consumer Affairs Victoria website:

http://www.consumer.vic.gov.au/housing-and-accommodation/renting/during-a-lease-or-residency/repairs-maintenance-and-changes-to-the-property/urgent-repairs

If You Lock Yourself Out

During business hours – you can pick up the office set of keys to gain access to your property, if they are available. Always call our office beforehand to confirm this. Otherwise, for after hours, you will be required to call a locksmith at your cost.

We always aim to provide quality service. If the tenant has a problem, we will find out what the problem is, rather than just call in a tradesperson.”

Moving in

Before you celebrate your new home, here are some tips to help you put your best foot forward through the door, so you’ll avoid treading on anyone’s toes later on.

Matters to consider

Please do:

  • Ensure all utilities such as electricity, water, gas (if required) and even Internet are connected prior to moving in. There are many providers to choose from so do shop around to find out which ones offer you the best prices and the ones that serve your area. Utilities do take time to be set up in a property so do contact them in advance.

  • Take up your own tenant contents insurance. Should your goods be damaged or destroyed by circumstances affecting the owners’ property, your goods and possessions are not covered by the owner’s insurance.

  • Keep noise levels to a minimum in order not to disrupt your neighbours. Loud music, parties and other festive activities can impose on a neighbour’s right to enjoy some peace and quiet. You also have an obligation to ensure your visitors are not disrupting neighbours when they are walking to and from your premises.

  • Replace the smoke alarm batteries whenever necessary during the term of the tenancy. If you’re physically unable to change the batteries or the smoke alarm is not functioning, notify your property manager immediately.

Please don’t:

  • Place any hooks, nails or any adhesive attachments on the walls without prior written consent from us.

  • Install any fixtures and fittings in the property without prior written consent.

  • Remove or interfere with the operation of all smoke alarms.

  • Keep pets in the property without prior written consent from us.

 

Rental Payments

Punctuality is professionalism, and when it comes to rent, being on time gives an owner the best impression, so please ensure your rent is paid and received on time.

How to pay

You can pay rent via our preferred methods:

  • Rent Card – NAB

  • Direct Debit

  • Post Office

If you’re worried about transactional delays due to public holidays or online processing, you can pay the rent a day or two in advance. In most cases, if your rent is paid before 5.00pm, it should be processed and received by us the following morning.

Late rent

  • Any tenant who has missed a rent payment will be highlighted in our rent arrears report as our systems are very timely and transparent.

  • If the rent is over 5 days late, an SMS reminder will be sent to the tenant.

Serious penalties

  • If rent is more than 14 days late, a Notice to Vacate will be served to the tenant. If rent is still not received after that, the tenant can be taken to the Victorian Civil and Administrative Tribunal (VCAT).

  • The property will then be repossessed by the landlord, with the tenant ordered to pay any rent arrears.

  • In most cases, the bond will be used to cover the rent arrears. From then on, the tenant may find it difficult to rent again as they can be listed on a National Tenancy Database.

What to do if rent is going to be late?

  • If you know in advance that you’re unable to pay your rent on time, you should contact your property manager as soon as possible to advise the closest alternative date that it will be paid.

  • Having dealt with tenants in Australia as well as from overseas, we understand that unexpected cash flow situations, such as when funds are in transit overseas, can arise, but it is the tenant’s responsibility to prevent late rent payments from reoccurring. Like all real estate companies, we take the position of a zero tolerance policy to late rent.

Rent review

Sometimes, a rent review or adjustment may occur, in order to bring the rental return of the property to prevailing market conditions. If so, your property manager will notify you accordingly.

Routine inspection

After you’ve settled in, it’s only professional that we drop in and see that everything is going smoothly for you with regular inspections.

How often are inspections?

  • We would normally carry out a routine inspection three months after a lease commences. If the condition of the property is deemed satisfactory at the first inspection, the next inspection would then take place after six months, as recommended by the Residential Tenancies Act.

  • If the condition of the property is unsatisfactory at the first inspection, the tenant can be subjected to another inspection, immediately after the tenant has addressed the areas that need cleaning or attention in or outside the property.

  • In general, the frequency of inspections will depend on the condition of the property under the care of the tenant.

What we look for

In general, it’s good for you, the tenant to pay attention to the following areas regularly; they are the areas we (on behalf of the landlord) will zoom in on.

  • Damage or markings on walls, light switches, doorways and doors and to any interior paintwork

  • Damage, markings, stains or other irregularities on carpets and floorboards

  • Windows and screens are in a relatively clean and functional state

  • Kitchen, including oven and stove top to be in relatively clean state

  • Bathroom, laundry and toilet, including shower stall and tiles to be relatively clean and functional, without any signs of damp or mould.

  • All areas and rooms are accessible and unobstructed

  • General tidiness and care exercised throughout the property, inside and out (eg. lawns, garden, garage, balconies etc. are tended to regularly)

How much notice would the tenant receive prior to an inspection?

We would normally notify you one week before the routine inspection, preferably via email.

Repairs and Maintenance

It’s important that you do not attempt to do any repairs yourself. It’s critical to have any damage assessed by professionals and for any repair work done to be certified safe and secure, so please follow our procedures.

What to do

  • As the tenant, you should always report any problems to your property manager immediately via an email or a phone call. Your property manager after receiving your request will contact you to follow up on the matter.

  • Your property manager may ask you to fill out our Maintenance Request Form available for download on www.corerealty.com.au and then lodge it officially.

  • Depending on the nature of the problem, your property manager may request for an appointment with you at our office to discuss and address the problem further.

  • Upon lodgement of the Maintenance Request Form, your property manager would then inform you that they have received the maintenance request and what action is being taken.

  • In some cases, the property manager may visit the property to further assess the problem.

We know that accidents can happen. In brand new apartments, most problems are usually minor and the cost of repairs is mostly borne by the landlord, unless the problem is directly caused by the tenant, or any guests.

Repair works in progress

  • If the repairs require property access for maintenance technicians or trades people, it is not necessary for the tenant to be present to provide entry as we normally have a spare key in the office.

  • In cases of emergency, the tenant is legally allowed to take action and spend up to $1,800 to make repairs but only for emergencies as described in the list on Emergency Information, Page 2. Even so, we recommend you to call your property manager. Your property manager has a wealth of experience handling repairs and maintenance issues. After consulting with him or her, the problem may be less of an emergency than you think.

Managing repairs

The timeframe to resolve the problem will vary. We advise tenants that if the problem has not been resolved or they have not been advised of the progress, they can contact the property manager by email to follow up. Please do understand that the repairs are subject to the availability of the trades people, the maintenance technicians and any time taken to source for suitable repair parts and components.

Maintenance is a big undertaking in maintaining a rental property. We always advise both tenants and landlords of the proposed timeframe for repairs to manage their expectations.”

Breaking Your Lease Agreement

In the unexpected situation where you have to leave the property during the lease term, do take note of the following obligations so you can make a smooth exit.

What to do

The tenant should come to the office to discuss this matter in person with the property manager as soon as they know that they have no choice but to break a lease.

The lease is a legal contract, so the tenant needs to have a strong or valid reason to justify making such a decision. Acceptable reasons include:

  • If an overseas student tenant is unable to stay in the country as their visa has been cancelled for not meeting academic requirements.

  • If a foreign worker has been redeployed overseas so is unable to continue staying in Melbourne.

Penalties to tenant

  • As the tenant is breaking a contract, he or she is required to pay the rent, up to the day prior to a new lease commencing or until the lease expiry date, whichever comes first.

  • The tenant is also required to pay a pro-rata leasing fee and any advertising costs incurred to find a new tenant.

 

Change of Tenancy

If there are multiple tenants sharing a lease, there may come a time when one tenant wants to leave and this is when a change of tenancy can occur.

The lease is a legal document and cannot be changed. The original tenants are jointly responsible for the property until the lease expires. So when there is a change in tenant, there are proper procedures to adhere to, but like most instances, contacting the designated property manager is the first step.

Did you know?

  • The bond is held jointly in the names of the tenants, so a change of tenancy will mean a new bond will need to be prepared, that reflects the names of the new tenants residing in the property

  • Some tenants may try to find a replacement tenant by themselves to break the lease before the lease expiry date

 

Vacating/Moving Out

What to do

  • A tenant is required to give 28 days notice in writing to the property manager that they are vacating the property.

  • If they come to the office directly, they can simply fill out a Notice to Vacate form. They will then be advised of the vacating procedures and given a Vacating Checklist.

  • The Vacating Checklist outlines in detail the required actions for the tenant such as carrying out professional carpet steam cleaning with the official receipt as sighted documentary proof when they return the keys.

  • They will be advised when a thorough pre-vacating inspection will be carried out.

  • We would normally contact a tenant three months prior to the lease expiring, to determine their intentions, if they will renew the lease or if they are thinking of vacating. So there will be no surprises for all parties.

To get your bond back quickly, it always helps to have all those sneaky outstanding utility bills paid.”

For more detailed information on the above areas, as well as other tenant related information as prescribed by Consumer Affairs Victoria, you can download their booklet “Rent a home: A guide for tenants” from www.consumer.vic.gov.au.

The Core Realty experience: How did we fare?

At the end of the tenancy, when you return all the necessary entry keys and remotes to the property, we hope our standard of service to you as a tenant, has lived up to what we’ve promised, and hope you will give Core Realty the best word of mouth referral.

Useful Contacts

Connections:

AGL (gas)……………………………………………13 12 45

Energy Australia (electricity)…………………13 15 35

Telstra (telephone)………………………………13 22 00

State Emergency Services……………………. 97478022

Tenancy information services:

Department of Fair Trading…………………..13 32 20

Rental Bond Enquiries…………………………9377 9000

Tenancy Enquiries……………………………….9377 9100

Tenants Advice & Advocacy Service……….9559 2899

Tribunal (VCAT)……………………………………1300 135 399

Websites:

http://www.consumer.vic.gov.au/businesses/fair-trading

www.tenants.org.au

Core Realty

288 La Trobe Street,

Melbourne VIC 3000

03 9329 3266

www.corerealty.com.au