Property Applications

• All information and references provided by tenancy applicants will be verified by us within 48 hours of receipt.
• All tenancy applicants will be screened on the nation tenancy database to which we subscribe. Prospective tenants must also pay an option fee when submitting their application form. 
• Unless instructed otherwise, all potentially suitable tenancy applications will be referred to you for a decision.
• We will lease your property for the rental amount nominated in the Management Agency Agreement between us (or higher if the market justifies it) and the property will not be leased for a lower amount without your prior approval. 
• Subject to the tenancy commencement date and the tenant’s availability, we will prepare the tenancy documentation within 2 working days of tenancy approval.

Rent Collection

• We have a zero tolerance rent arrears policy. 
• We will follow up all rent payments in accordance with our fully documented arrears process, and the requirements of the relevant legislation. 
• Should your tenant go into arrears, we will contact you to seek your instructions regarding possible termination of the tenancy. 
•  Should termination of the tenancy be necessary, we will keep you informed throughout the legal process.
• You will be advised once the rent arrears have been paid by the tenant.

Rent Monies

All monies received by us will be banked into your nominated bank account, or posted by cheque to you within 2 working days of our Rent Statement close-off date.

Repairs and Maintenance

• All non-urgent repair requests to your property without your knowledge and approval (unless the repair is defined as ‘urgent’ under the Residential Tenancies Act or costs less than the amount agreed in the Management Agency Agreement between us). 
• We will attend to any ‘urgent’ repair requests within 4 hours of receipt. 
• All reasonable steps will be taken to obtain the best pricing for your repairs and maintenance. 
• Only appropriately licensed and insured tradespeople will be used for any repairs or maintenance work performed on your property. 
•  We will provide you with a copy of invoices for all work arranged on your behalf for the property (if requested in writing from you). 
•  Tenancy Agreement Renewals. 
• We will review the tenancy agreement for your property 60 days prior to its expiry. 
• Unless you instruct otherwise, we will offer the tenant a renewal of tenancy agreement for the same period as the initial agreement at the same rent (or a higher rent id the market justifies it). 
• You will be advised if the tenant does not want to renew their tenancy agreement. 
• Periodic inspections.
 You will carry at least four periodic inspections of your property each year and provide you with a detailed report each time.

Tenant Vacating

On receipt of a tenant vacating notice, we will:

• Advise you by the phone, letter, fax or email. 
• Confirm the details in writing to both you and the tenant. 
• List the property on our website and put the agreed advertising plan into effect two weeks prior to your property being vacant. 
• Prepare all necessary vacating documentation. 
• Arrange access for viewings by prospective tenants.
  

After the tenant vacates the property

• Complete final bond inspection within on working day of the tenant returning the keys 
• Process the tenant’s bond refund within seven working days. 
• If deductions from the rental bond are considered necessary, full details will be provided to both you and the tenant. 
• Complete all necessary documentation to finalise the rental bond within a further two working days.

Property Disbursements and Statements

• All agreed property disbursements will be paid on your behalf prior to the due date (subject to the availability of funds). 
• Your rent statement will be personally checked by your property manager prior to being forwarded to you. 
•  Your rent statement will be sent to you within two working days of our monthly close off date. 
• We will provide you with an accurate Annual Income and Expenditure Statement within 30 days of the end of the Financial Year (if requested by you).

General Communication

Our office hours are 8:45am to 5:00pm Monday to Friday. We will respond to: 

• Telephone messages- by the end of the business day 
• Email- within 24 hours 
• Fax- within 24 hours 
• Mail- within 48 hours 
• We will promptly advice you of any pertinent matters affecting your property or the tenancy.

Complaints Handling

• Tenants complaints received in writing (i.e. fax, letter, and email) will be acknowledged within one working day. 
• All complaints will be formally recorded and responded to within two working days.

Documentation

• We will provide all documentation in clear and concise English. 
• We will ensure that all documentation is accurate and complete. 
• All property condition reports will be comprehensively and accurately completed. 
• Copies of all documents that we sign on your behalf as agent will be forwarded to you (unless you instruct otherwise).

Personal Information

• All personal information will be held in the strictest confidence and will not be realised to a third party without prior written authorisation. 
• All updates and corrections advised to us will be recorded in our system within one working day.

Professional Standards

The highest standards of honesty, integrity and professional practice will be conducted in compliance within Code of Conduct of the Real Estate Institute of Australia.

OUR GUARANTEE

• If we fail to meet any of these standards, and we are notified in writing and we do not rectify the matter within two business days, we will manage your property fee-free for 3 months. 
• This guarantee does not apply when: 
• We are requested to carry out non-standard duties. 
• Matters are outside our control. For example, a natural disaster or accident.

Pets at my Property (If Permitted)

If I allow pets at my property, what expectations will be given to the tenant? 

• No additional pet may occupy the property without prior permission. 
•  The pet may not come inside the property. 
• The pet must be removed from the property if it becomes annoying or bothersome to neighbours (after reasonable warning has been given in writing). 
•  The tenant must be responsible for any damage caused by their pet, and remove any rubbish or faeces deposited by the pet.

We also record the details of the pet on the agreement, which is the signed by the tenant. 

 How do I ensure the pet will not come inside the property? 

We obligate the tenant to commit in writing that they will not bring the pet inside. However as we are unable to monitor the property all of the time, we cannot guarantee that the pet will not come inside the property. We do look out for any warning signs whilst at the property conducting inspections. However, the only way to ensure that a pet will not come inside the property is to insist ‘No Pets’ right from the start of the tenancy.

Consider a Tax Depreciation Schedule

With the end of financial year just around the corner, it is now the perfect time to consider the tax advantages owning an investment property. Have you considered arranging to have a tax depreciation schedule for your investment property?

It is a tenant responsibility to ensure your power, gas, phone, internet, etc. have been connected into your name.

If you have already indicated on your application from what connections you would like us to do on your behalf, we will arrange the connection of utility services for you using On the Move.

Should you wish to arrange connections yourself, here are some useful numbers:

Power and Gas
AGL 13 3000
TRU 13 3466
Origin 13 2461

Telephone and Internet
Telstra 13 22 00 www.telstra.com.au
Optus 13 33 45 www.optus.com.au
AAPT 13 88 88 www.aapt.com.au

Please ensure that you have advised all financial institutions, utility services, licensing bodies and other important organisations of your change of address.

Once your new contact details are available (i.e. landline phone number and postal address- if different from your residential rental property address) please email these details to us on karen@ripeproperty.com.au.

Should you wish to copy keys, it is important to note we will need to return all keys provided at the commencement of the tenancy, as well as any extra copies created during your tenancy period. If, for some reason, the locks are changed during the tenancy, you are obligated to provide us with a full new set of keys for property access within 48 hours.

Your bond will be lodge with the ‘Residential Tenancies Authority’. They will confirm your payment to provide your lodgement number.

Please ensure that your signed/amended copy of your property condition report is returned within 3 business days of having receiving the report. Please be aware that if this is not returned, the original inspection will be used for end of tenancy comparison, regardless of whether you agree to the original report or not.

It is crucial that you organise your own tenant content insurance. In the event that your goods are damaged or destroyed by circumstanced affecting the owner’s property (i.e.) fire, storm damage, power outages, etc.), your goods and possessions are not insured by the owner.