Information for tenants

Welcome to Hart Estate Agents

We hope that you enjoy your new home and have a trouble free tenancy. We will do whatever we can to make your experience a positive one.

Important information is set out below. Please read it carefully. Contact your property manager if you have any questions or concerns.

Our office hours

Monday to Friday from 9:00am – 5:00pm

Saturday from 9.0am – 12.00pm


Keep your Residential Tenancy Agreement, Renting Guide and completed condition report in a safe place during the term of your tenancy. You may need to refer to these documents during your tenancy.

Condition report

The condition report is part of your Tenancy Agreement. It evidences the condition of the property at the commencement of your tenancy. It will be used as a comparison with the condition of the property at the end of your tenancy, on which basis your bond will be refunded.

Please check the condition report thoroughly, amend and add comments as necessary, and then sign and return one copy to this office within seven (7) working days after the commencement of your tenancy. If the signed condition report is not returned to us, we will assume that you have accepted everything in it.

Rent payments

Your rent is payable in advance in even increments as stated on your Tenancy Agreement.  All tenants are jointly liable for all rent.  Do not pay odd amounts.  In the case of sharing tenants, one tenant should make the rent payment and all other tenants should pay that person.

If, for any reason, you are experiencing difficulty in meeting your rent payments, please contact your property manager immediately.

Payments can be made in person or by post to our office. However, we do not accept cash payments at our office. You can also pay your rent at any branch of the Commonwealth Bank, or by direct debit from your bank account. Please ensure that your tenant ID is always noted on your deposit slip or internet transfer reference. Your tenant ID can be found on the front page of your Tenancy Agreement.

If a personal cheque is dishonoured, it must be replaced immediately with a cash payment to our office, together with reimbursement of the dishonour fee charged to us by our bank.

Should your rent be more than fourteen (14) days overdue, we will issue a termination notice. If the matter is not resolved, we will apply for the matter to be heard by the Consumer, Trader and Tenancy Tribunal.


Direct Connect is an all-in-one utility connection company. They offer a free utility connection service for people moving home. If you wish to take advantage of this service, complete and sign the utility connection section of our application form. Direct Connect will then contact you to confirm your details and connection timings.

The landlord pays water rates. However, the tenant is liable to pay for the water usage component if it is individually metered.  This generally applies to houses. Whether or not you are required to pay for your water usage is specified in your Tenancy Agreement.

If you wish to connect your utilities yourself, here are some useful phone numbers:

AGL  – 13 12 45 (gas & electricity)

TELSTRA – 13 22 00 (telephone)

As soon as you have the telephone connected, please advise us of your new phone number. Also, if you change employment during your tenancy, advise us of your new employer and business phone number immediately.

We may need to contact you urgently to arrange repairs, etc, so it is important that we have your correct contact details.


It is your responsibility to insure your own personal items of clothing, furniture, etc. We strongly recommend that you take out home contents insurance cover.

Landlord and body corporate insurance do not cover damage to or loss of your possessions, even if the loss was caused by a problem with the premises.

Repairs and maintenance

Please report all repairs to our office promptly and we will have them attended to as soon as practicable.  Please report all non-urgent repairs to us in writing.  Maintenance requests can be made via our website: [link to maintenance request].  Alternately you can contact us by email to Please provide your name, address, a description of the problem, and access details.

It is your responsibility to provide access to trades people during reasonable working hours. If you break an appointment with a trades person without giving him or her appropriate notice, you may be liable to pay for the service call.

If the repair is urgent, and we cannot be contacted, you will find the names of an electrician and plumber at the bottom of page 1 of your Tenancy Agreement. See clause 19 of your Tenancy Agreement for further information regarding urgent repairs.

Under the terms of your Tenancy Agreement, it is your responsibility to replace light globes and batteries for smoke detectors on the residential premises.

Change of tenant

The owner has approved your tenancy and the Tenancy Agreement is in your name(s). You are responsible for meeting all of the requirements and conditions of the lease unless it is assigned to another person(s) or cancelled by mutual consent.

If a new tenant is to replace an existing tenant, a new application for tenancy must be completed and approved by the owner before any change can occur and a fresh Tenancy Agreement entered into. A rental bond Change of Shared Tenancy Agreement form must also be completed and lodged with the Rental Bond Board.

Periodic inspections

During the course of your tenancy, the premises will be inspected periodically. Our office will contact you in advance to advise of upcoming inspections.

Final inspections

A final inspection of the premises will be carried out before the bond can be released. Should you wish to be present at the inspection, please contact this office prior to the date so that we can arrange a suitable time. Consideration when refunding the bond will be given to the condition of the premises at the commencement of the tenancy and fair wear and tear on the premises.

Ending your tenancy

You must give us correct notice in writing if you wish to end your tenancy.  Please refer to your tenancy guide for the correct notice periods.

Both the landlord and tenant are committed during the fixed term of the lease.   Except in very limited circumstances, if you break your lease during the fixed term, you will be required to pay a fee. Check the terms of your Tenancy Agreement for further information.

We will speak to you in the time leading up to your notice day and may request access at agreeable times to show prospective tenants through.


Your tenancy does not conclude until all keys to the property are returned to our office. If at any time during your tenancy you change any of the locks, the Tenancy Agreement states that you must supply us with a copy of the keys.


All bonds in respect of residential tenancies are forwarded to the Rental Bond Board. After the final inspection is carried out, we will authorise disbursement of the relevant refund payment.

To ensure the quickest bond refund, please ensure the property is in the same condition as at the beginning of the tenancy (allowing for reasonable wear and tear).