Frequently Asked Questions

Normally you will receive a response within 2-3 business days. However, if your application is not fully completed or there are delays in receiving responses from referees, the process may take longer. To avoid prolonged delays, we recommend proactively contacting your referees once you have submitted your application.

We require you to personally inspect a property before submitting a tenancy application to ensure the property will suit your needs.

If your circumstances do not allow you to personally inspect the property a third-party inspection is encouraged.

For your convenience we accept rental payments by direct debit, bank deposit, bank transfer or Centrepay. Please note that for security reasons payments cannot be accepted in cash at our offices.

If you are experiencing difficulties and might be late with a rental payment it is important to contact your property manager as soon as possible.

We understand that circumstances can change unexpectedly and that you might need to end your tenancy before the expiry date. We are here to assist you in such a situation however, it is important to be aware of your responsibilities.

Applying to break your lease is an attempt to terminate a legally binding agreement between you and the property owner. This process has specific requirements and does have associated costs, including payment of rent until a new suitable tenant is found. We encourage you to reach out to your property manager to discuss your situation before considering an early termination of your Tenancy Agreement.

The property owner retains the right to sell the property regardless of the type of lease. However, as a tenant, you have the right to remain in the property for the duration of your fixed-term rental agreement. If you are on a non-fixed period agreement you can remain at the property until you are given 42 days’ notice that the agreement is being terminated.

We will conduct regular routine inspections of the property during your tenancy to monitor the condition of the property as well as check for any maintenance matters that require attention. You will receive the correct notice period required as detailed in your tenancy agreement before any inspection.

The Residential Tenancy Commissioner states that cleaning chimneys and heater flues is considered a maintenance item associated with the use of a wood heater. It is not a general cleaning obligation as required under the Residential Tenancy Act 1997. Therefore, the owner has the responsibility to ensure the chimney or flue is cleaned as required for the safe functioning of the heater. Tenants should inform the owner or agent if they believe the chimney or flue needs cleaning.

Mould problems in a property require the joint attention of both the property owner and tenant. The tenant should notify the property manager or owner of any mould problems immediately on discovery.

To help prevent mould form developing, please hang wet washing outside whenever possible, ensure proper ventilation when using a clothes dryer, using extraction fans in kitchen and bathrooms, opening curtains and blinds during the day, opening windows when possible and using suitable mould cleaning products.

You are required to give 14 days’ written notice of your intention to vacate the property at the end of your tenancy agreement. You can provide this notice by emailing your property manager, or downloading our Notice to Vacate form and forwarding this to our office.

We also recommend you review the cleaning and finalisation checklist to assist with the moving out process.

It is important to contact your property manager before getting a pet so that the appropriate permissions can be gained from the owner of the property. You will be asked to give details on the type and breed of pet you are considering.

If approval is received from the property owner, you will be required to complete a pet agreement that details the approval and your responsibilities while keeping the pet.

It happens to the best of us at times, if you find yourself locked out of your property during business hours, please contact our office to arrange to collect a spare key. Note, a key can only be provided to a tenant listed on your tenancy agreement.

If a lockout occurs after business hours, you will need to engage a locksmith at your expense to gain access.