Frequently Asked Questions
WHO DO I CONTACT IF I HAVE A QUESTION OR NEED TO REPORT AN ISSUE? Your property manager is your first point of contact for tenancy questions or repairs. If you’ re unsure who your property manager is, their details will be listed on your tenancy agreement or your specific Ray White offices website.
WHAT HAPPENS IF I AM STRUGGLING TO PAY RENT? If you think you might miss or be late with a payment, raise it as soon as possible. Early communication allows us to discuss options and prevent the situation from escalating.
CAN I CHANGE THE DATE THAT RENT IS PAID? If your pay cycle changes, a different rent payment date may be possible as long as rent continues to be paid before it falls due. We can talk through what’ s required to make the adjustment.
HOW DO I REQUEST REPAIRS? When something needs attention, let us know with a brief description and, if possible, photos. We will review the issue and arrange repairs within a reasonable timeframe. If there is an immediate safety concern or emergency, call 111 first.
AM I ALLOWED TO HAVE ADDITIONAL OCCUPANTS MOVE IN? Your tenancy agreement sets out how many people can live in the home, or the‘ maximum occupants’. If your household changes, contact us before anyone new moves in so we can ensure the tenancy remains compliant.
CAN I MAKE SMALL CHANGES TO THE HOME? You may request minor alterations such as picture hooks or child-safe latches. Approval must be obtained first, and the property may need to be returned to its original condition at the end of the tenancy.
DO I NEED TO BE PRESENT AT INSPECTIONS? You are welcome to be present, but it is not required. We will always provide notice and share outcomes afterwards, but if you have a preference, simply let us know and we’ ll do our best to accommodate you where possible.
HOW CLEAN AND TIDY SHOULD I KEEP THE PROPERTY AND GROUNDS? Tenants are responsible for keeping the home reasonably clean and tidy. This includes general cleaning and everyday care of surfaces and living areas. If lawns and gardens form part of your tenancy obligations, they should be maintained to a similar standard as when you moved in. If you’ re unsure what applies, we can clarify this for you.
WHO CAN I SPEAK WITH IF I HAVE A CONCERN OR COMPLAINT? Start with your property manager so the matter can be discussed directly. If you would prefer to speak with someone else, you can contact the Business Owner or Team Leader of your Ray White office. Their details are available on the office’ s website under“ Our Team.”
WHEN WILL MY BOND BE REFUNDED? If the property is left clean, tidy and undamaged, and rent and bills are up to date, it’ s likely your bond will be refunded in full. It usually takes a few working days for your property manager to complete the final inspection, review it against the entry report, liaise with the landlord, and finalise any invoices before issuing a bond refund form. Where no disputes arise, refunds are generally processed within five working days once the signed refund form has been submitted to Tenancy Services.
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