Customer Care

Smoke Alarms

If the applicants are unable to inspect the property they must register someone (mother, father, sister or friend) to inspect on their behalf.

• Paper/PDF Application:
• Once that has happened the applicants need to confirm in writing that they are happy to proceed based on the nominated persons inspection.
• 2Apply
• a code will be provided by the LA to the PT after inspection via email/

If the applicant absolutely cannot facilitate an inspection then the OM needs to sign off on the sight unseen waiver and check advertising is accurate/current, property is good condition, text is correct etc.

- If PT is interstate, physically unable etc.

(The OM needs to ensure that the advertising is as correct as possible and potential send non-professional photos as well.)

UNSEEN

WAIVER

FORM

Income Limits

The National Rental Affordability Scheme (NRAS) is a partnership between the Australian, state and territory governments to invest in affordable rental housing for

Applicants must inspect the property prior to applying for an NRAS property and it is required to complete the NRAS application form to apply and not via 1Form.

NRAS properties are government funded, which means they are restricted under income criteria and the application processing time can be longer than usual. Up to 4 weeks.

The criteria can be found on the left.

Applicants have to be earning under the threshold. All the information regarding the NRAS household income limits and the NRAS Application Form will be provided at the Open for Inspection.

NSAS HOTLINE 61 (3) 90704654

NRAS

TICA - QLD

TICA - QLD

What is a tenancy database?

A tenancy database is a list where landlords/agents record personal information about tenants who have had problems with their tenancies.

Listings on tenancy databases

A person must not list a tenant on a tenancy database unless:

• The tenant was named as a tenant in a residential tenancy agreement.
• The agreement has ended.
• There is a reason to register the tenant on the tenancy database:
• unpaid rent
• an amount owing under a conciliation agreement or tribunal order
• an amount owing after abandonment
• objectionable behavior
• repeated breaches.

The tenant has been given notice of the proposed listing and information into the database, and provided a reasonable opportunity to review the information to be entered.

A tenant can apply to the tribunal for removal of a tenant’s name from a database, or the correction of details listed in the database. The tribunal may make the order only if it is satisfied:

• The database includes information that is incorrect or misleading.
• The listing in unjust, having regard to:
• the reasons for the listing
• the tenant’s involvement in the circumstances giving rise to the reason for listing
• the adverse consequences to the tenant because of the listing
• any other matter.

Therefore, any application to remove a person’s name from a database must also include supporting documents such as a copy of the lease (tenancy agreement), reasons for the initial listing and a copy of the tenancy database report.

There is no time frame for the blacklist to be removed.

https://www.qcat.qld.gov.au/matter-types/residential-tenancy-disputes/tica-orders

APP

STATUS

VIC

- Processing: application is being processed.

- More information required: check the comment's in App Tracker.

- With PM: With the PM to present to the LL for approval.

- With LL: Similar to the above. With PM is more common.

- Approved/Pending deposit: PT has been approved and the first month rental is pending payment via BPay.

- Old Application's: Archived/unsuccessful applications.

- Paid: Deposit paid.

- Unsuccessful Good: The LL has approved another app however there was no concerns with the PT's app.

- Unsuccessful Unsuitable: Not suitable to rent the PR. We cannot advise why, the PT will need to speak to their previous agent.

- Withdrawn: removed from the Pr by the PT or PM.

- Archive (No message sent) - used to move older application's from the current list.

QLD

- Processing: application is being processed.

- More information required: check the comment's in App Tracker.

- Waiting on Rental Refs: We can ask the PT to follow up with their references.

- With PM: With the PM to present to the LL for approval.

- With LL: Similar to the above. With PM is more common.

- Waiting Payment: PT has been approved and the first month rental is pending payment via BPay.

- Approved/Pending deposit: Deposit paid.

- Withdrawn: removed from the Pr by the PT or PM.

- Unsuccessful - Poor: Not suitable to rent the PR. We cannot advise why, th PT will need to speak to there previous agent.

NSW

- Processing: application is being processed.

- More information required: check the comment's in App Tracker.

- With Owner: With the PM to present to the LL for approval.

- Approved Pending Deposit: We now require payment of a holding deposit equivalent to one weeks rent be paid within 24 hours.

- Deposit paid: paid.

- Unsuccessful Good: The LL has approved another app however there was no concerns with the PT's app.

- Unsuccessful Unsuitable: Not suitable to rent the PR. We cannot advise why, th PT will need to speak to there previous agent.

- Withdrawn: removed from the Pr by the PT or PM.

FLOODING

TT Reported Flooding inside the property?

What to ask the TT?

- Where is the water coming from?

- How much water is entering the property?

- Can the TT use buckets/blankets to capture water where possible?

- When did they first notice the leak/water?

If the leak is entering from light fittings. The TT will need to turn the power off at the main power supply. (This cannot be turned on until an electrical has deemed this safe)

Is it still raining?

-Yes – A plumber will not attend. TT will need to call the SES on 132 500

-No - Create B+A job and follow our urgent mainteance process.

If the PR is unlivable and TT is requesting compensation?

The LL and PM need to make arrangements about rent or compensation.

*Make sure any temporary arrangements negotiated with the landlord are in writing.*

There is a burst leak/pipe coming from the unit above/below?

- Ask the TT to make a site visit to the unit and confirm if anyone is home or action is being taken.

- If we manage the PR. Contact the TT to confirm if they are aware and ask them to turn the water mains off.

- Contact the leaking unit's LL and advised / arrange plumber.

- if the unit is on the top floor. It is ALWAYS the BC responsibility.

- If we do not manage the PR or no one is home. Contact the BC to explore options/access.

Essentially you need to stop the water from leaking and THEN arrange flood response. This will be different case by case.

Do not arrange flood response until we have confirmation the water has stopped leaking.

Below are example photo's of a Switch Board.

My Power Points Aren’t Working But My Lights are working?

"Most likely the reason for your power points not working is that your safety switch has tripped".

- Ask the TT to check the main switch board or any switches are facing the downwards position.

IF YES

1. Ask TT to turn all the switches off?

2. Then unplug all appliances and anything plugged into a power point.

3. Ask the TT to turn the power board switches on.

- If the power didn't turn back on an electrician is required.

4. TT will then need to plug everything back in to determine if one of there appliances is causing the issue.

- If the Power turns on. The TT can start to plug in appliances to determine that is causing the fault.

*If the TT is not willing to follow the above, advise they may be liable for the charge and document in this in the RQ*

There is lights flashing on my meter?

- TT needs to call power company and confirm connection/service. TT to call back if required.

I think a fuse has blown on my switch board?

- If the TT can smell or see electrical damage - an electrician is required.

- Request a photo of the power board for the trade.

The TT has reported part power?

This is not urgent and can be resolved during business hours. Create a B+A.

NO POWER

Example of a fuse

Water Meter

1. Where is my meter?

Your electricity or gas meter should be located on the front or back of your property, or on some older properties it could even be inside the house.

Water meters are usually located on the nature strip outside your property; your water meter will be set in the ground in a box.

2. I live in an apartment?

If you live in an apartment, unit or townhouse complex, it is likely that all of the meters are located in one central location. In some older unit blocks there might only be one meter for the property and the body corporate or landlord will determine how the usage is charged to residents.

3. How do I FIND OUT which meter is mine?

Every meter, whether it is water, electricity or gas, has a meter identifier number on it. This is used by your energy or water company to distinguish which meter is yours. You can find your meter identifier number on your electricity, gas or water bill.

i. Electricity: National Meter Identifier (NMI)

ii. Gas: Meter Installation Reference Number (MIRN)

iii. Water: meter serial number.

Digital Meter Replacement FAQ's

I don't want a digital meter - can I get a new basic meter instead?

No, under these new regulations your new or replacement meter needs to be digital to be compliant.

Do I need to my landlord's permission?

No, as the account holder of the electricity service at the property you're not required to seek your landlord's permission. However you may need to contact them if we identify any issues with your wiring which need to be fixed by an electrician

METERS

Gas Meter

Digital Meter Box

Oven.

TT advised the oven is not turning on but is has power.

-Ensure the timer has been set. The oven may not turn on if the timer isn't set.

How to set anover timer?

Step 1 - Press the "Clock" button and adjust the hour and minute settings to the correct time.

Step 2 -Press the "Timer" button and the minute and hour controls (use the "+" and "-" buttons on some ovens) to select the time of day you want the oven to turn on for cooking or baking.

Step 3- Enter the temperature for baking or cooking during the timer setting, for example, 350 degrees Fahrenheit.

Dishwasher.

TT advised the dishwasher isn't draining?

- Advise the TT to clean the filter and run a empty cycle. If this doesn't work. Obtain model/number and any error messages.

- Applicance tech will be required. Create a job in B+A with all details

Carpets.

TT asking if they can clean the carpets themselves because they have the machine to do it. The machines that get rented you need to be used about three times to get the same quality as a professional clean. We would need to refer to the TT to the lease/vacate checklist if carpets are to be professionally cleaned and need a receipt, if not then the TT can rent a machine.

Smoke Alarms.

Are required to be checked annual . At the begining of the new tenancy, DI will be sent a WO and contact the TT's. If the TT's want to change the scheduled time, they will need to contact DI.

Appliances

TOILET

TT Reported General Toilet Maintenance

1. Confirm in Kolmeo if there is only 1 toilet in the PR.

Yes - Follow urgent maintenance process

No - Repairs will have to wait until business hours. Create B+A job

- Unless the reported toilet is leaking sewerage or causing damage to the PR

The tenant has advised the toilet is not flushing.

- Ask tenant the difference between flushing and overflowing.

- If the toilet is flushing but draining slow, TT will need to try a drain clear product

-If the toilet is not flushing a plumber will be required.

- TT will need to turn the water supply at the supply valve to the toilet off to prevent any further damage.

The toilet is Overfilling / Overflowing

- If PR is a unit or apartment, ask the TT if they can check other units to see if they have similar stories.

- Ask TT to check for any leaks in common areas. If so, phone the building manager for further information.

- If isolated to the property, a plumber will need to attend to unblock.

The tenant advised the toilet is blocked and not flushing.

- Ask the TT to use a toilet plunger to push waste through and allow the toilet to flush, or use the plunger to create suction that will help dislodge paper waste blocking the flushing action and allow it to move down the pipe.

The tenant advised the Water Level in the Tank Is Too Low.

- If the water valve was off, turn it on and monitor the water level in the tank to ensure that it refills to the correct level, then flush the toilet to make sure it’s flushing properly again. If the vavle was on, advise the TT to fill the cistern.

The toilet is leaking from the base.

- Ask the TT to turn the water supply off from the supply valve.

- Plumber will need to be organised to repair.

State Emergency Service (SES)

Call 132 500 from anywhere in Australia for flood, storm, landslide, tsunami and earthquake emergency.

For life-threatening emergencies advise the TT to call Triple Zero (000).

What assistance does the SES provide during a flood or storm?

Temporary emergency assistance to help people protect themselves and their property from further damage in circumstances such as:

Damaged walls, windows or roofs

Trees down blocking access

Rising flood water

Any storm damage that may be a threat to life or property

What does the SES NOT assist with?

• Debris clean up
• Flooded roads
• Blocked Council drains
• Obstructions on a road or footpath
• Pot holes and sinkholes
• Sewage overflows
• Burst water mains
• Power outages and power lines down
• Phone lines down
• Car towing/removal from creek, ditch or other area
• Fences, sheds and yards
• Generators
• Property inspections
• Tree lopping and removal
• Unoccupied residential properties
• Water pumps

SES

HWS

Teant reports the Electric HWS is not working/nohot water?

- Ask tenant to check if the switchboard is turned on for the hot water system.

- If the water is completely cold this could be a result of a faulty thermostat or element.

- This will require an Electrician. CC to follow AH Procedure.

Tenant has advised water is leaking from the HWS - Plumber will be required.

Tenant advised the HWS is beeping?

The tenant can replace the batteries on the valve or reset the unit (shown on the left). The smallest bit of water will cause beeping, the tenant may need to dry the area and re-set the unit.

• Leaks.
• A water heater may sound a beep to warn that there is a water leak. Leaks may be obvious if the floor is wet near the water heater, but the leak might also be somewhere along the line. The beeping may be initiated by a water heater shutoff feature, a flood prevention device. Beeping may also signal a gas leak.

• Overheating.
• Some models will beep when the water overheats, perhaps due to malfunctioning elements. Turn the thermostat down and see if this stops the beeping.

• Unit Shuts Off.
• If the water heater shuts off after beeping, look up the error code (if there’s a digital readout) in your manual or on the manufacturer’s website to determine what it means.

• Leaking Evaporator Coil.
• A leaking evaporator coil can set off a beep on some electric water heaters. This will lead to loss of refrigerant, a frozen evaporator coil and ultimately, a failed compressor if the unit is not turned off and repaired. Some water heaters might beep because they interpret the frozen evaporator coil as a “clean filter” signal.

• High Pressure.
• Sometimes water pressure will vary between high and low as it flows into a home. High pressure is not only bad for pipes, but also for the water heater. Some water heaters will beep to signal the pressure is too high.

ELECTRIC DUCTED HEATING

The central unit is mostly likely found outside the PR. With the duct work in the ceiling.

The photo on the left shows an electric unit control panel.

If the system is not working, please ask the tenant to check for any error messages displayed on the control panel.

If we can obtain the brand / model, then we can refer to the brand’s user manual to troubleshoot with the tenant. (This will either be in Kolmeo under PR docs, with the TT or found online).

HEATING - Electric Ducted

Below is example of different types of vents and duct work before and after construction.

TT reported the aircon is Noisy.

- This could be caused by a dirty filtAsk TT to clean then return air grille filter by removing the face panel.

SPLIT SYSTEM

Now one of the most popular types of air conditioning systems used in homes, a split system is ‘split’ into two units: one that’s inside, and one that’s outside.

- Outdoor Unit. This is the part of an air conditioning system that contains the compressor, propeller fan, circuit board and heat exchange coil. It’s situated outside, and pumps refrigerant to and from its companion indoor unit. You’ll often hear this unit referred to as the ‘condenser’ or ‘heat exchanger’.

- Indoor Unit. The part of an air conditioning unit that’s located within the home and provides the ‘conditioned’ air into the space. This unit contains a heat exchange coil, filters, remote signal receiver and fan.

If the tenant has reported any of the below.

1. The air conditioner is not running at all and no control lights are on.

a. Circuit breaker might have tripped = Ask TT to reset the circuit breaker at the electrical switchboard.

b. Vermin may have chewed through controller wiring. Ask TT if they have heard anything mice or can see possible damage.

c. Blown council service fuse = Ask TT to contact their power company. The local power supplier may be doing works to your area’s power supply.

2. The air conditioner is not running but some control lights are on.

a. Control is in a timer mode = Ask TT to refer to your instruction manual to reset the timer. (same issue with ovens)

b. Outside Unit Fans are not running. Reset the unit at the switch board. Ask the TT to wait 10 minutes to see if the air conditioner restarts.

c. The unit has tripped out on a safety function/device.If a fault code appears on the wall controller. Ask TT take note of the fault code and ask them to ‘no power’ troubleshoot.

3. Noisy inside unit (noisy indoor unit or return air grille)

a. Noisy return air grille could be caused by a dirty filter = Ask TT to clean then return air grille filter by removing the face panel.

HEATING - Split System

TT lost their keys TT is liaiable for replacement of keys. Within BH we can confirm with the office/PM keys are avaliable. AH, the TT will need to organise a locksmith. CC to create request advising.

TT lost their keys TT is responsible for replacing keys. If it is in BH, we can confirm with the office keys are avaliable.

LOCKSMITH

Examples of specialised bulbs

Who is responsible for light bulbs in a rental property?

A property should be handed over to the Tenant with all light bulbs working. During the course of the tenancy, if a light bulb needs changing it is generally the tenant’s responsibility to have this changed.

One major exception is if the bulb is an expensive or specialist fitting, in which case the Owner would be responsible for its replacement.

As a general guide the Lessor is responsible for maintaining specialised bulbs such as fluorescent tubing and expensive globes, whilst the tenant is responsible for arranging the replacement of everyday inexpensive globes.

You can confirm what bulb's are in the property by inpsection reports or photos from the tenant.

LIGHTS

1. Mixer Tap - Hot & Cold in one tap.

2. Split Taps -

Double Hot and Cold Split Faucet ...

TAPS

3. Retractable Tap - mostly mixer taps with a retractable head.

Neither Remote Control nor Wall Switch Operates ?

When the garage door doesn't budge at all when the remote or wall switch pressed, it's almost certain the power source has been disrupted in some way:

1. confirm the motor is plugged in and the remote batteries have been replaced.

2. ensure there is power to the rest of the PR.

- it's possible the garage door opener's motor has burned out and isn't operating at all. This is a problem that will require you (or a service person) to replace it.

Garage Door Won't Respond to Remote or Keypad?

1. Move closer to the door. It's possible you are out of range of the antenna inside the garage. Modern garage door openers are essentially small radios that operate at about 315mH, and a few feet of extra distance can affect the signal.

2. Make sure that the antenna on the motor unit is hanging downward and is not damaged in any way.

3. Like the above, confirm the remote battery doesn't need replacing.

4. Confirm with the TT they haven't tampered with the remote at all?

If the above doesnt resolve the issue. Create a detailed RQ for the PM.

Garage Door Won't Close All the Way?

1. Make sure there is nothing blocking the sight path between the electronic sensors. Sometimes, leaves or debris can block the sensors; it if happens frequently, the PM will need to engage a trade.

If it is happening rarely. Ask the TT to lubricate the track and try and close the door again.

Garage Door Reverses Before Hitting the Floor?

If the above has been addressed, the PM will need to arrange a trade.

Garage Door Reverses Immediately After Touching the Floor?

When the garage door immediately leaps upward after touching the floor, this too is a close-limit switch problem. A trade will need to be arranged.

Garage Door Doesn't Open in Winter?

Sometimes a garage door that lowers just fine will fail to open, especially in winter. If this happens, look for a screw on the motor unit to adjust the sensitivity of the opener. Especially in winter, when rollers sometimes get stiff, the door opener might be refuse to open. Lubricating rollers can also help with this problem. Methods for adjusting sensitivity vary; so consult the owner's manual for directions.

Garage Door Opens But the Motor Won't Stop Running?

this is a very rare issue. Advise the TT to turn the motor off and run the door manually.

GARAGE DOOR

How to operate a manual release cord

1. Pull the red cord down firmly once to manually release the door’s locking mechanism, The opener will make a clicking noise.

2. Walk over to the door to push it up manually. Do not try to pull the door using the manual release cord; it will snap under the load.

3. Take care when operating the manual release when the door is open, as the door may fall rapidly due to weak or broken springs.

4. When power returns or it is safe to do so, re-engage the opener by pulling the red release cord down firmly.

Troubleshooting:

1. Ask the TT if they have changed the batteries on the themostat.

2. Ask the tenant to turn the power mains off and on to see if it re-bootes the system.

If this doesnt resolve the issue, a plumber is required.

GAS DUCTED HEATING

A property with gas ducted heating will have a central unit with floor vents on the ground floor and ceiling vents on the second floor. The central unit can be found attached to the ceiling, underneath the house or outside. ( Refer to the image on the right )

The images on the right is a sample of different vents. If the tenant reports limited air flow or no airflow but can hear the unit, the floor vents may need to be cleaned by removing the cover and vacuuming debris.

HEATING - Gas Ducted

On the left is a photo of a Thermostat.

Most thermostats consist of a sensor that monitors air temperature and relays this information to the air conditioning unit – enabling it to effectively heat or cool the space. They are generally battery operated.

If a tenant calls to advise the unit/panel isn’t working, please ask the tenant to replace the battery.

This is a photo of a switch board. The heating system should be listed there.

Please ask the tenant to ensure the respective switch is in the upward position.

Antenna/Aerial

Deterioration of the Antenna Cable

One of the most common problems with TV reception is the deterioration of the antenna cable, either inside or outside the home. The outside jacket of the cable can actually wear away, allowing water and other contaminants in which actually degrades the quality of your signal. Ask the TT if they can see any damage and request photos or does the TT notice the reception is worse during rainy periods?

Does the TT notice the reception is worse during rainy periods?

Another common issue with antennas concerns the actual outlet inside the home. Over time, the connector inside the outlet can become loose, causing an issue with reception. There may also be a problem with how the actual antenna outlet was connected to the cable that runs to the external antenna. In some cases, the insulation is not removed from the cable fully, so it doesn’t connect properly to the outlet.

Verify that the TV is set to the correct input for using an antenna?

Broken Fly Leads

One common problem, and also one of the easiest to fix, is a broken fly lead. A fly lead is simply the lead that you use to connect your TV to the antenna, plugging one end into the TV and the other into the antenna outlet on the wall. If you suspect that there is a problem with your fly lead, you can try another one that you know works well. Fly leads often develop issues near the plug fitting as they get bumped, bent and broken.

The TT will need to try another lead and report back to LRE.

Does the TT have a second TV set, try it to make sure the TV is working correctly?

The Antenna Needs Upgrading

As the networks upgrade from analogue broadcasting to digital broadcasting, you need to make sure that you have the right equipment to receive the digital signal, including a digital antenna. If your antenna is older than a few years, it might not be capable of effectively receiving a digital television signal and you will need to upgrade.

Ask the TT to check that they have a digital TV or a digital set top box.

Check with the TT no works have been carried out on the roof that may have moved the direction of the antenna.

If you have a second TV set, try it to make sure the TV is working correctly