Frequently Asked Questions

Whether you are about to move into your first rented premises or you already live in a rented premises, chances are you still have a handful of questions regarding the management of the property you are currently living in or about to move into. We’ve answered some of the most common questions we get asked by our current tenants.

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How do I request a repair to be carried out in my rented premises?

Make sure that all repair requests are completed in writing. A general repair request will not be processed until your property investment manager has a written form completed by the tenant requesting the repair. The tenant can submit a repair request online by clicking here, or he/she can download a repair request form and submit it manually in the standard forms and documents section by clicking here. For EMERGENCY REPAIRS, and to find out what is considered an ‘emergency’, please see below.

What is considered an emergency repair?

An emergency repair is a repair that could cause injury and potentially cause harm to tenants or damage to the rented premises, and may include:

·         Broken or burst water pipes

·         A congested or broken toilet (if a second toilet is not available)

·         A serious gas or roof leak

·         Dangerous electrical faults, power-points or loose wires

·         Flooding inside the rented premises, or serious flood damage

·         Storm, fire or impact damage (i.e. impact by a motor vehicle)

·         Breakdown of the gas, electricity or water supply

·         Breakdown of an essential service or appliance for water or cooking

·         Hot water service breakdown on a weekend

·         Faults that makes the premises unsafe or insecure

·         Faults likely to injure and/or cause damage or extreme inconvenience a person

If an emergency repair is requested during business hours, please contact your property investment manager directly. If this occurs outside of business hours, please consult your tenancy pack for a list of emergency tradespeople.

When will PIMA carry out routine property inspections?

Your property investment manager will inspect the rented premises every 4 months.

They will give you plenty of notice advising when they will be due to inspect the property, and give you a 2-hour time frame of when they will enter. You can choose to be there, but it’s not necessary.

What will occur leading up to a routine property inspection?

Your property investment manager will submit to you a day and an approximate entry time via a Notice. Due to time restraints and schedules allocated for property inspections, it is difficult to rearrange times, however, in extreme circumstances, please contact the office to request a change of entry, if you are unable to be available for the inspection. Your presence at the inspection is welcome, but not necessary, as the property investment manager conducting the inspection will use the agency key set.

How can I prepare for a routine property inspection?

The purpose of a routine property inspection is to identify if repairs and maintenance are needed at the rented premises, then a report is prepared and will be forwarded to the property owner for further instructions if repairs are requested/needed.

As soon as you notice a problem, complete and submit a repair request form for our attention and action. At each property inspection you should complete the repair request form we send to you together with the entry notice which can be left on the kitchen bench for our attention upon arrival.

What will the property investment manager inspect within the rented premises?

The property investment manager will inspect all aspects within the interior of the rented premises such as: the walls, doors, ceilings and fans, power points, light fittings, whitegoods, fixtures and fittings, floor coverings, smoke alarms, hot water system, cupboards, etc…

The property investment manager will also inspect all aspects within the exterior of the rented premises such as: gardens and lawns, paintwork, guttering and downpipes, locks, driveways, balcony and decks, pool, taps, fencing garage etc…

What are my responsibilities as a tenant regarding the smoke alarms?

The landlord will install and maintain smoke alarms according to the standards in the Environmental Planning and Assessment Regulation 2000.

It is a term of every residential tenancy agreement that the tenant is responsible for replacing batteries in any smoke alarms during the tenancy.

Landlord’s access to premises

A landlord/agent/contractor, having given 2 days notice, can enter premises to:

·         install smoke alarms

·         maintain and repair smoke alarms.

The property investment manager will check while they are conducting a routine property inspection if the batteries need replacing.

Can I renew my leasing agreement?

If the landlord of the rented premises intends to continue leasing their property, and that your rent has been paid on time, the rented property has been kept clean and undamaged; then there is no reason the landlord will not renew the leasing agreement. However, other factors that are beyond your control may determine whether or not your leasing agreement will be renewed (example: sale of the property etc.)

If you have received a leasing renewal notice, it is important that you notify us whether you choose to accept the renewal notice or if you wish to vacate the rented premises. Your property investment manager will need this advice in writing from you once your decision has been made.

Can the landlord adjust my rent?

Rental adjustments may take place at the end of a fixed-term of the lease if both the landlord and the tenant are ready to renew the current leasing agreement. The rental price may be revised to suit current market conditions and must be accepted by both landlord and the tenant in order for the leasing agreement to be renewed.

Leasing agreements that are greater than twelve months may also include a clause in the lease to review it at a given point in time. If this is the case, it will be indicated on your leasing agreement.

What will happen if I’m late with my rental payments?

At PIMA, we understand that there are unforeseen circumstances that will result in delayed rental payment. Even though the situation may never apply to you, as most tenants pay rent on time, it is important that we advise you of the processes and procedures involved.

Your property investment manager will endeavour to accommodate a situation resulting in late rental payments; there is a strict rental arrears management procedure that must be maintained, regardless of any reason. This is to ensure the effective management of arrears and protect the property owner’s investment property.

If you as the tenant happen to fall into arrears or know that you will be unable to make a rental payment, please contact your property investment manager immediately to discuss the situation. It is very important to note that in the event that you exceed 14 days in arrears, a termination notice will be issued for non-payment of rent regardless of the reason for the non-payment.

If you are in breach of agreement solely for rent arrears and the landlord wants to end your tenancy, they can give you a non-payment termination notice. The rent must remain unpaid for not less than 14 days before this notice can be given.

Failure to rectify your rental arrears with your property investment manager (i.e. payment plan) can result in your property investment manager applying to the Consumer Trader and Tenancy Tribunal requesting termination of your Leasing agreement for non-payment of rent which will later result in landlord/property investment manager applying to the CTTT requesting a termination order which will then result in eviction if your rental arrears remain unpaid.

I've lost my keys to the property, what should I do?

If you have lost your keys, you may come to our office during business hours and pick up our master set from your property investment manager and have a copy cut. This will be at the tenant’s expense. You will have to present identification and return the master set to your property investment manager. If you have lost your keys after hours, you may call a locksmith to assist you back into the rental property. This will also be at the tenant's cost.

What are my responsibilities as a tenant in a rental premises?

It is very important to show respect to your neighbours at all times. Parties, excessive noise and disruptive behaviour can intrude a neighbour’s right to peace and quiet. Disrespectful behaviour will reflect poorly on the tenant, on PIMA as your property investment manager and on the landlord, and as such, it will not be tolerated.

Can I smoke in my rental property?

At PIMA, we have a strict “no smoking inside policy”. This will also be noted in your residential leasing agreement. If a property you are renting is managed under a strata scheme, then there is also a strict “no smoking inside” policy and you can be fined. If tenants still choose to smoke inside the rented premises, in addition to facing eviction, they will also be responsible for specialised cleaning and deodorising of the inside of the rented premises to reduce and eliminate smoke odours.

Can I have a pet?

You may only keep pets at your rented premises if you have been granted permission on your residential leasing agreement. However, if you are found to have a pet at your rented premises without being granted permission, you will be in violation of your residential tenancy agreement and may face eviction. Therefore, if you are considering having a pet stay at your rented premises, do not do it without first finding out from your property investment manager if it can be added to your residential leasing agreement.

Can someone transfer onto my residential leasing agreement?

You must seek permission from your property investment manager to add people to your residential leasing agreement. Additional tenants will have to complete the standard application process and then sign onto the leasing agreement. Your property investment manager may refuse your request if the rented premises are unsuitable for an additional person, or if the new tenant you are proposing does not meet our eligibility criteria.

A tenant on my residential leasing agreement wants to vacate, what happens with their rental bond?

Permission must be granted for tenants to change/transfer during a residential tenancy agreement, and then the outgoing tenant must liaise and arrange with the new incoming tenant to be paid their share of the bond lodged. The tenants must then liaise with us for any transfer of names required on the original bond lodged with the rental bond board.

Can I sub-let on my residential tenancy agreement?

A tenant may transfer their tenancy under the residential tenancy agreement, or sub-let part of the premises, to another person with the landlord’s written consent. If at least one original tenant on the tenancy agreement remains, the landlord must not unreasonably withhold consent.

The landlord may withhold consent however, on some specific grounds (e.g. to comply with planning laws).

Subletting is not permitted without written approval from your property investment manager. New tenants will have to complete the application process and be signed onto the leasing agreement. We may refuse your request if the rented premises are unsuitable for an additional tenant, or the person you are proposing does not meet our eligibility criteria.