How do I request maintenance?

If something breaks in the property you’re renting, don’t stress too much. Stuff happens, we get that. However, it’s important you let us know as soon as something goes wrong. 

You can do this by filling out a maintenance request. You’ll find the maintenance request forms here and it’ll take you less than 5 minutes to fill out. 

Alternatively, you’re welcome to send your property manager a direct email or another form of written communication. If possible, sending photos helps us address the issue faster. 

What do I do if an emergency happens outside office hours? 

Pipes don’t always burst between 9-5 on a weekday. That’s why we have a list of tradespeople you can contact should an emergency happen outside our office hours. Click here if you need to contact a tradesperson now

Can I have a pet? 

Tenants may have a pet under the strict rule that they bring said pet in for pats from the H & H staff. This rule is non-negotiable. 

We’re joking (…unless?). Seriously though, we encourage our landlords to consider making their properties pet-friendly as we understand how important people’s fur babies are to them. 

If you already have a pet and are looking to apply for a pet-friendly property, make sure you give us as much information as possible. We recommend doing up a little pet resume so we have a comprehensive understanding of your animal’s breed, nature, behaviour, and medical history. You can find a template for a pet resume here. 

If you’re already living in one of our rental properties and would like to get a pet, you’ll need to fill out a pet approval form. You can find one right here. We need to find out what kind of pet you would like so we can take this information to the landlord and get their approval. 

Can I renew my lease?

If you’ve been taking good care of the property and you pay your rent and bills on time, there shouldn’t be an issue with you renewing your lease. Sometimes, there are reasons the landlord may not want to renew that have nothing to do with you personally. 

The owner may want to sell or move back in, they may wish to undergo major renovations, or they may wish to increase the rent. In any case, we’ll give you plenty of notice if your lease isn’t going to be renewed. 

Can I smoke in the property? 

This isn’t 1955; you’ll have to take that cigarette out to the street. 

If you’re in an apartment, you may be permitted to smoke on the balcony. However, be mindful of your neighbours who may be bothered by the smell. 

Can I rent out my spare room? 

If you want someone to live in the property with you, they will need to fill out a separate application and be put on the lease. Renting out the room on apps like Flatmate Finder or Airbnb is a violation of the lease and could have repercussions for you. 

If the property doesn’t have room for another tenant to live comfortably and safely or if the applicant doesn’t pass our screening, their application may be rejected. 

Can I get someone else onto my lease? 

Provided they’re a suitable applicant, that shouldn’t be an issue. A suitable applicant is one who can afford the rent, has a good rental history, and has been approved by both the owner and ourselves. 

What are routine inspections?

Routine inspections aren’t as daunting as they sound. We conduct them for the peace of mind of both you and the landlord. 

For the landlord, it’s a chance to check in on their investment. They want to make sure their property is being well looked after, so we go through and ensure you’re keeping the place clean and well-maintained. 

For you, it’s a chance to chat about any concerns you may have. We know you can’t always be there when we’re conducting the inspection, but feel free to leave us a note or an email. We love to hear your feedback!

How often do routine inspections occur?

We conduct routine inspections roughly every 12-16 weeks. They’re not too intrusive and we’re usually in and out within the hour. 

How do I get ready for routine inspections?

We’ll give you plenty of warning when a routine inspection is coming up. We’ll issue an entry notice at least seven days before the inspection so you have plenty of time to prepare. 

Before we come through, make sure the property is clean and tidy. Do a good scrub of kitchens and bathrooms, dust and vacuum, make sure the gardens are well maintained. If you have issues you wish to raise with us, you have time to organise it all. 

What do I do if my roommate wants to leave but I want to stay?

This happens more often than you’d think and it’s a pretty easy fix. There are two solutions available to you. 

Firstly, you can take over the lease yourself. If you can afford the weekly rental payments on your own, all you have to do is pay the leaving party the bond they’re owed. Once you request their name be removed from the lease, it’ll be all yours. 

Secondly, you can have someone replace them. The person or people moving in will need to hand in an application with all their documentation. If they are approved, they’ll then need to pay the leaving party the bond they’re owed. 

What do I have to do if I want to break the lease?

We understand that sometimes things come up and you have to move on. However, there are procedures in place if you wish to break the lease. 

Firstly, you must give us written notice of intention to leave. You will then be required to compensate for the reletting costs. This often means you’ll be responsible for paying the rent until the property is occupied once again or until the lease ends, whichever comes first. You will also be liable to cover advertising fees, reletting fees, and smoke alarm inspections. 

What happens when I’m late on rent?

If you think you’re going to fall into arrears, you need to let us know. We understand that sometimes money can be tight and in extraordinary circumstances, we try to help out where we can. 

Despite the fact we are empathetic to our tenants’ individual circumstances, we maintain a very strict procedure in handling arrears. This is to protect the financial security of our landlords as well. 

Make sure you keep communication open with us if money is an issue for you and we will do our best to make sure everyone is kept happy. 

The landlord is selling the house I’m renting; what happens to me?

Don’t stress too much. When the landlord sells, provided you’re on a fixed-term lease, you’ll be able to finish up your tenancy as stipulated in the lease. Nothing will change for you. 

In the event that you are required to leave, we will give you plenty of notice. We will also assist where we can to find you another rental property that meets your needs. 

What happens if a natural disaster (floods, storms, fires) damages the property I’m renting?

We hope this never happens to you. However, living in Australia means natural disasters are a very real threat. We urge all of our landlords to get themselves comprehensive insurance policies that cover them if the worst were to happen. However, these policies only cover the home itself. Your possessions (or the contents of the house) are your responsibility to insure. 

Can I put pictures on the walls?

This one often comes down to landlord preference. Some landlords would rather you not hang anything up at all, whereas others are less concerned. Request it in writing and find out what the owner of the property prefers. 

What bills am I expected to pay? 

Unless it’s explicitly stated that utilities are included in the rent, you will be responsible for taking care of the bills for the property. This always includes electricity, gas, internet, and phone bills. Sometimes if the property is an apartment in an older complex, they won’t be individually metered for water, meaning the landlord will take care of your water bill. Otherwise, you’ll also be responsible for water.

What are the grounds for fair eviction? 

We don’t want to evict people. We’re at our happiest when our landlords’ properties are tenanted by people who love living there. However, there are certain circumstances where we’re left with no choice but to evict tenants. These reasons may include; 

  • Nonpayment of rent
  • Serious lease violations (subletting the property or excessive nuisance complaints)
  • Severe property damage/property neglect
  • Illegal or drug-related activities

Keep in mind that in most cases we will try to work with you as best we can to ensure everyone is kept happy. 

Can the landlord drop in whenever they want?

Even though the landlord owns the property, they can’t just pop in whenever they’d like. As a tenant, you have the right to private enjoyment of the property, and this includes the right to privacy. 

Basically, as soon as you live there, it’s your home. If we haven’t given you a 24-hour heads up that ourselves or the landlord is dropping in, that’s infringing on your rights. 

Can I have visitors?

Of course, you can! You have the right to private enjoyment in your rental property and that includes the right to have guests over. If your guest is staying longer than two weeks, however, you may need to let us know. 

If you’re hosting a party or a gathering, be mindful of your neighbours. Sometimes giving the neighbours a heads up can save you a lot of drama later on!

What is an approved applicant?

An approved applicant is someone who has been approved for the property to which they’ve applied. To be approved, you must undergo the following steps; 

  • Inspect the property you’re interested in
  • Fill out a One Form application or download and fill out an application from our website
  • Get scans of your identification and proof of income and attach them to the application
  • Submit your application 

What happened to the first two weeks rent I paid?

It covered your first two weeks of tenancy! If you’ve paid two weeks worth of rent upfront, we won’t charge rent again until two weeks later. 

Many people assume they’re two weeks ahead and therefore won’t have to worry when it comes to the end of the lease which is incorrect. If you’d like to know whether your rental payments are on-track, ahead, or in arrears, give your property manager an email. 

Who is responsible for pest control?

That all depends on the nature of the issue. If you’ve got ants because you leave dishes on the bench for days, that’s on you. You are responsible for the day-to-day cleanliness of the property. So before you lodge a maintenance request, make sure there’s nothing you could do to improve the situation. 

If it’s out of your control, we can help out. If you have an issue with silverfish, termites, or other stubborn pests, we’ll organise for a pest inspection and extermination for you. 

Can I move out as soon as my lease runs out? 

Yes, provided you give us written notice of your intention to leave. Once your lease runs out, unless you’ve supplied us with your notice or we’ve supplied you with another lease, your current lease turns into a periodic month-by-month lease. Under a periodic lease, you are still bound by the terms and conditions of the original lease. 

Let us know the date you intend on moving out and we’ll start looking for the next lucky tenants who can call your old place home. 

What sort of stuff falls to tenants to repair? 

There are a few things throughout the house that are your responsibility to maintain. For example, if a light bulb blows then it’s your job to replace it. Furthermore, any damage inflicted by guests (friends, family, acquaintances, etc) is at your cost. 

If you’re unsure as to whether or not it’s your job to do a repair, you can download and refer to our troubleshooting guide here.