During your tenancy

During your tenancy

At any time during your tenancy, if something goes wrong or doesn’t seem right, you should always let your property manager know what’s going on.


Reapirs and maintenance

General Repairs
We insist that all repairs are lodged in writing. You can lodge written repair requests using the provided maintenance request forms handed to you at tenancy start. You can lodge your repair requests by email or complete one in our reception area.  Repair Request Form

Urgent Repairs
Urgent items are generally those that could cause injury to the tenant or damage to the property, and may include:
  • a burst water service or a serious water service leak
  • a blocked or broken toilet
  • a serious roof leak
  • a gas leak
  • an electrical fault
  • flooding or serious flood damage
  • serious storm or fire damage
  • a failure or breakdown of the gas, electricity or water supply to the property
  • a failure or breakdown of the hot water service
  • a failure or breakdown of the stove or oven
  • a failure or breakdown of a heater or air-conditioner
  • a fault or damage which makes the property unsafe or insecure
  • Smoke alarms must also be repaired urgently to ensure they are working – further information on this is provided below under Smoke alarms.

After Hours Repairs
Usually, all repairs will be handled during business hours.
In the case of an after hours emergency, please contact our after hours emergency number – 0408217120.
We will always have a Property Manager on-call for any emergencies that may arise. Please leave a message with the address & a return number if the call is not answered immediately & the call will be returned as quickly as possible. You should also email your property manager so that the repair can be followed up the next working day -rentals.qbn@ljhooker.com.au

It is always important to know if a repair is an emergency or a general repair. Getting this wrong may be costly to the tenant if the repair is conducted afterhours.

Unfortunately we do not have an after hours lock out service.  If you have locked yourself out outside of business hours, you will need to call a local locksmith to open the door.  If a new key is required to be cut then a copy must be supplied to teh agent as soon as practicable.  If locks are keyed alike then this must be maintained with any lock change.

Smoke Alarms

Smoke Alarms
Should you believe for any reason the smoke alarm(s) installed are not working or the batteries are not functioning, please let us know immediately. Protect your safety by being vigilant and report to us any issues, to ensure your safety in the case of a fire.

A large number of properties managed by LJ Hooker Queanbeyan have their smoke alarms maintained by SATS – Smoke Alarm Testing Services.  SATS will come & check your alarm shortly after you move into the property as well as conducting an annual inspection & battery change.

Routine inspections and photos

Routine Inspections & Photos
We will conduct routine inspections at the property throughout the tenancy. The first inspection will be approximately 6-8 weeks after the commencement of your Tenancy Agreement. The main purpose is to provide a report to the owner that you are maintaining the property, and also to check for any repairs and make any recommendations to the owner. Please see a detailed list of what we look out for below.
Photos – also note that the inspection will also involve taking photos of the properties general condition as well as any repairs required, plus a photo of the grounds front and back. These photos are intended for our internal and owners reference only.

Landlord mail & contact

Landlord Mail & Contact
Should you receive any mail addressed in their name (the landlord name is on your tenancy agreement) please forward this mail to us as soon as possible. It is important also to know that under no circumstances can the landlord be contacted directly. As the duly appointed agent the landlord can only be contacted through us. We are employed as the acting landlord of the property.
Please email your property manager should you have any queries to bring to the landlord’s attention.

Rent payments

Rent Payments
Follow-up for any late or defaulted rent payments involves phone calls, SMS messages, emails & personal contact. Owners of your rental property are our clients and in most cases, have taken out a mortgage. Owners have approved your application ONLY on the grounds your rent will be paid on time…every time! It is our obligation to ensure we collect the rent in a timely manner so they can receive payment to make their necessary mortgage payments. Late rent could result in penalties and interest to an owner for a late mortgage payment so we make no apologies for constant follow up of late rent.  Therefore, if you believe you may be late with a rent payment, you must notify us as soon as possible.

Understanding ‘Rent in Advance’
Please ensure your rent is always paid in advance. Some tenants find this concept hard to understand, and some mistakenly believe that the first 2 weeks rent paid is held in trust for use at the end of tenancy, like a bond. It is important to note the first 2 weeks rent paid for your first 2 weeks of tenancy.

Rent in advance concept is simple to understand. If you go into a shop and you select a can of drink from the fridge. If you open the can, drink the contents and then walk to the counter to pay you would agree you might find the store owner not pleased with your actions! The right thing is to pay for the can of drink first, then consume the contents after paying!

Paying rent in advance works exactly the same way. You purchase the time period in advance, and then consume the time period by dwelling in the property. Once the time period is finished or consumed, you then pay for the next time period again before using it, by continuing in the lease and dwelling in the property. This is the meaning of rent in advance.

Misplaced keys

Misplaced Keys
We do not have an after hours lock out service. However if you have misplaced your keys during business hours you may come to our office, borrow our office set. If you have misplaced your keys after hours, you may call a locksmith to assist you back into the property. This is at the tenant’s cost & an office set of keys would also need to be supplied.
IMPORTANT! Most modern window flyscreens can only be removed from the inside of the property. Attempting to remove them from the outside will result in damage to the flyscreen frame work, and will result in the flyscreen having to be repaired or replaced at your cost. This may cost more than what it would cost to have a locksmith attend the property to allow you access back in.

Property damage

Property Damage
If property damage has occurred you are obligated to let us know immediately, or on the next business day if occurring on a weekend or public holiday.

Any damage caused by unknown persons must be reported to the Queanbeyan Police & the Event Number should then be given to your property manager.

Noise / distruption

It is important to note that the utmost care must be taken to ensure that you do not infringe on disrupting your neighbours with noise. Loud music, parties or otherwise can disrupt a neighbour’s right to peace and the quiet enjoyment of their residence.
In the case of units and apartments, particular care must be taken with respect to noise due to the close proximity of other properties, usually located on the other side of the wall. This also includes your obligation to ensure that your visitors are not disrupting neighbours when walking from your premises to their parked vehicles.

Heating / Airconditioning/Evaporative Cooling

Please ensure any combustion heaters are kept clean of ash build up, and also ensure a protective mat is placed in front of the heater to protect against coals and ash falling out and singeing/damaging carpets or floors. For other heaters, please ensure that no combustible or flammable material is placed on or near heaters to avoid a fire risk.

Air conditioners
Please, regularly clean any filters and intake vents to ensure there is no build-up of dirt and dust, and that the unit is able to draw in air effectively, not hindering performance, or in the worst case scenario, causing the unit to breakdown resulting in costly repairs and/or replacement. Please also note that if an air conditioner breaks down due to filters and vents not being kept clean, costs to rectify the damage or even replace the unit might be charged to tenants.

Evaporative Coolers
Tenants must ensure that the water pipes to the unit are fully drained before the first winter frost & remain empty for winter.  Please check with your property manager for help if required.

If the property you are renting has a fireplace, please ensure a spark catcher is used at all times in front of the fire to protect carpets and flooring from coal burns and ash damage, and that the flu is cleaned as part of your vacating. Sometimes fireplaces are ornamental, are disused or the flue/chimney has been blocked – an item we cannot test prior to entry to the property. In this regard, we ask that you treat any wood fires with due care. Should you have any concerns prior to igniting a wood fire at the property we strongly recommend you discuss with your property manager.

No smoking

Strict No Smoking Policy
All properties have a strict ‘no smoking inside’ policy.
Failure to adhere to this policy may result in a breach of contract and/or additional costs for specialised cleaning and deodorising of the inside of the property to reduce & eliminate unpleasant smoke odours & stains. This has been known to run into the hundreds of dollars, is not considered fair wear & tear & will be charged to the tenants where identified.


General Cleaning
It is expected that the property be kept reasonably clean, and this is also a tenancy agreement requirement.
Pay particular attention to:
a)       Walls, switches, power points, skirtings, doors and doorways – please keep these free from marks and dirty finger marks.
b)       Cobwebs/dusting – please remove cobwebs to windows, walls and ceilings. Keep vents dusted. Light fittings and ceiling fans – keep them dusted regularly.
c)       Curtains/blinds – keep these cleaned, dusted and also (if suitable) machine or dry clean curtains and netting on an annual basis.
d)       Windows/sills/window tracks and flyscreens – keep regularly cleaned and dusted. Please note most modern windows are easily removed from their tracks by lifting the sliding window up at the bottom, and pulling this out for easy cleaning.
e)       Floors – please keep regularly swept and mopped. Floors in the kitchen and wet areas may need to be scrubbed to keep surfaces, tiles and grouting looking clean.
f)        Ventilation – please ensure that all rooms are kept adequately ventilated to avoid problems associated with condensation, causing mould and possible health problems.
g)       Wet Areas, bathroom, toilet and laundry grouting/tiles – please ensure all tiles are kept free from grime, soap scum and mould.

Carpet Cleaning

All carpets need to be cleaned on a regular basis simply because of general living. The best time is after winter or at the end of a wet period.

We recommend professional steam cleaning & we do not recommend the use of ‘do-it-yourself’ hire machines. These machines lack the ability to adequately withdraw soapy water the machine may have squirted in. Sometimes it is tempting to not have the carpets cleaned on vacating because they have been used only minimally, and some rooms hardly used at all.

We liken this type of situation to borrowing a shirt. Even if we may have worn this for only an hour and not a full day, it is expected that it be returned clean. It is the same for carpets as the next tenants taking possession also need to have clean carpets so this expectation can be transferred to them.

In the Kitchen

Chopping Boards – Please ensure chopping boards are used on bench tops, so that bench tops are preserved from unnecessary cut marks and associated damage.

Bench-top Joins – Be on the lookout for joins in the bench-top that have gaps, and the surface laminate has started to bulge or lift at a join. Please let us know if this is starting to occur as this may indicate moisture has seeped into a join, and is swelling the chipboard. wood underneath.

Be sure that if you notice grouting or silicone sealing coming off/loose around any tiles near or around the taps and/or taps dripping/leaking to let us know by repair request. If moisture should get in between tiles, this can damage the wall behind, and even seep into chipboard that is usually present in bench tops causing swelling and irreversible damage to the wood.

Oven and Stove Tops
Please ensure that stove tops, grillers and ovens are kept free of burnt on food. Food, crumbs and spills when left long enough become burnt on, blackened and carbonised, making them very difficult to remove and potential fire hazards!.
Please use care when using scourers as these may scratch and damage enamel surfaces. When cleaning stoves/ovens use a spray-on oven cleaner. Be sure to read and follow the product instructions carefully, as even though these types of products are very effective, they tend to contain harmful caustic fumes and require rubber gloves to be worn at all times when using the product. Please also check that the product is suitable to the type of surface you are applying this to, as some surfaces like stainless steel may become permanently marred/stained using an oven cleaner.

Exhaust Fans/Vents and Range hoods
Please ensure any vents and range hood filters are kept clean. Ensure the exhaust fan cover is clean and kept free of grime build up. From time to time these should be taken down and removed to be soaked in hot soapy water, and then scrubbed clean. Please use extreme caution when removing these. If you believe this is unsafe (i.e. a high exhaust fan), then let us know so we can arrange to have these cleaned.

Most cupboards and drawers are lined with white lining, which is great for easy cleaning. However substances spilled like sauces will in time prove difficult to remove and may leave permanent stains. Cupboard shelving, doors, doorframes and inside drawers/cutlery tidies should be cleaned at least on an annual basis.

Minor alterations & picture hooks

Fixtures and Fittings
If you wish to install or remove any fixtures or fittings, you must request this beforehand in writing.

Picture Hooks
It is our company policy that prior to installing any new picture hooks that you seek permission in writing from your property. Should approval be granted, hooks are hung at your own risk, and are expected to be completed to a professional standard. Please assess the type of walls that are in the property, and the type of picture hooks that are suitable. We will let you know in writing before you are permitted to install appropriate picture hooks.

Tenant Painting

Tenant Painting
It is company policy that tenants do not paint any part of the property themselves. We have found in the past that some tenants have not painted the property to a professional standard, resulting in a professional painter being called in to rectify work. It is a policy that any painting can only be carried out by experienced, professional painters with our written permission.

Plumbage / drainage / tiles

Dishwashers provided as part of your tenancy need to be cleaned on a regular basis, and any build up of food remains removed.

In the Wet Areas- Bathroom, Toilet and Laundry

Shower Screens

If you notice cracking to glass in shower screens or shower doors, please report this to us immediately. Wired shower screen glass can crack under thermal expansion (consistent hot and cold temperatures) whereas toughened glass usually only cracks if impacted (hit by something). If the shower screen is cracked due to impact damage, this will in most cases need to be paid by the tenant.

Blocked sinks/drains
Should a sink or basin become blocked, first try a drain cleaning product like draino. Be sure to follow the product instructions carefully. If the sink or basin is still blocked after treatment, please let us know so we can arrange for a plumber to attend to the problem.
Foreign objects down drain
Please take care not to allow children to place toys or other items down drains. If your property has a septic tank system, please do not flush foreign objects like sanitary products down the toilet. NOTE!! Septic tank systems are not able to process this type of material. If a plumber is employed by us to clear pipes, drains, basins or sinks and it is determined that the blockage was caused by something considered foreign, this expense will be billed to the tenant for payment.

Loose tiles
Should you notice loose tiles to walls, the shower recess or to tiles over the laundry trough etc, please be sure to let us know.

Wall water damage
Should you notice water damage to a wall adjacent to a shower recess, bathroom basin etc please let us know immediately. This can be identified by bubbling or peeling paint, or even water or mould marks to the flooring/carpet. This usually identifies either loose tiles or a broken/leaking pipe in the wall, and will need attending to immediately to prevent further damage from occurring.

Taps leaking
Please report any taps leaking either from a tap head or tap handles. This includes washing machine taps. Sometimes washing machine taps will leak only when connected to automatic washing machine hoses as the tap water pressure exposes leakage in the taps.

Toilets leaking
Water trickling or leaking into the bowl from the cistern usually indicates a worn cistern washer and needs to be fixed by a plumber. Water left to trickle into the bowl continuously may inflate your water bill and therefore needs to be reported to us when noticed. Also leaking may occur to the tap behind the toilet.

Hot water system leaks
Should you notice the hot water service leaking from the valve or from the base of the unit please let us know. The leaking valve is usually fixable by a plumber, however water leaking from the base of a water storage unit usually indicates the unit has rusted through and may need replacement in the near future.

Backyard gardens & outside maintenance

Watering Your Garden and Water Restrictions
Watering your lawns and gardens must be done within watering restrictions; however we insist that watering is conducted to the maximum allowed by the restrictions in place. What we do not want is watering not done at all because of a wrong belief that a total watering ban is in place. Watering is still required unless the current water restriction has banned all forms of watering.

Watering Systems
Please ensure that all watering systems are working properly, and are checked regularly throughout the tenancy to ensure they continue to work effectively. Watering systems can only be used should current water restrictions allow.

Weeding of gardens beds, inside lawns, paths, paving and other outside areas are the responsibility of the tenant unless a gardening contract has been included as part of your tenancy agreement.

Lawn Maintenance
Please ensure that lawns are regular mowed and edged, keeping them neat and tidy, unless a lawn mowing contract is included as part of your tenancy agreement. Should you wish to have someone regularly mow your lawn, let us know and we would be happy to recommend a service to you. This is at tenant cost.

Supplied Hoses/Fittings
Supplied hoses, fittings and accessories must be kept in good condition and please ensure that everything is returned and in place upon vacating of the property, free of any damage.

Please ensure any rubbish is regularly removed from the property. This includes car parts, tyres and things like lawn clippings, drink bottles as well as other items that can easily be considered rubbish or general junk
Formal household rubbish and waste must only be placed inside rubbish containers (i.e. wheelie bins) and removed weekly from the property, or otherwise as required. This cannot be allowed to accumulate.
Please contact your local council or visit their website for details.

Oil Drippage
Any cars parked on driveways, under carports and garages must have a drip tray placed underneath. Please also note that you remain responsible for any visitor’s cars. Should oil drippage occur at anytime, this must be cleaned up immediately to prevent oil seeping in and permanently staining. Please note any permanent staining will result in compensation being charged to the tenant.

Parking on Lawns/Gardens
It is important that at no time can cars or any type of vehicle be parked on any lawns, gardens or any area not created for, or designated as a vehicle parking area. Damage to lawns and landscaping can be costly. Engine oil drippage to gardens and lawns will also create permanent damage to the soil area, being costly to rectify. Any damage of this type may be charged to tenants in full.

Swimming pools and outdoor spas

Swimming Pools and Outdoor Spas
If the property you are renting has a swimming pool and spa please pay attention to the following.

Pool/Spa Cleaning
Pool/spa cleaning and maintenance, unless it is agreed that the landlord will be supplying a regular cleaning and maintenance service as part of your tenancy agreement, this will be a tenant responsibility. Please note that if regular cleaning does not occur by the tenant, high costs can be incurred to bring it back to its original clean state. If this occurs, this will be at tenant cost. It is also a tenant responsibility to ensure that the pool/spa is kept topped up with water, and tenant must not empty the pool/spa without written approval from us.

Supply of Pool Chemicals
Supplying of pool treatment chemicals will be a tenant responsibility, at tenant cost.

Pool/Spa covers, accessories, equipment and pool furniture
It is the responsibility of the tenant to maintain and keep in good condition any accessories, cleaning and maintenance equipment. This also includes any outdoor/pool furniture supplied. Pool cleaning/equipment must be kept out of the sun and stored responsibly. Supplied pool/spa covers must be neatly rolled or folded up and stored away out of the weather when not in use to preserve its lifespan and usefulness.

Pool/Spa Fences and Gates
We must be notified immediately if fences and gates are not functioning correctly, and the gate fails to self-close promptly when opened. State pool/spa regulations must be kept at all times.


Pets at the property – Right Expectations
Should the landlord have granted permission to keep pets within per your tenancy agreement, the following conditions apply for the duration of this tenancy, and any renewal or extension:
a) Yard Kept Clean – keep the yard clean and free from animal faeces.
b) Rubbish Kept Cleared – clean up any rubbish/items scattered by the pet
c) Flea infestation – in the event of any fleas or flea eggs being present as a result of the animal, you will need to arrange for flea fumigation of the property. You will also be required to pay for fumigation upon/after vacating the premises. This is at tenant cost.
d) No Pets Inside – pets are not allowed inside the residence at any time, unless agreed elsewhere within the Tenancy Agreement.
e) Damage Rectification – repair any damage to the premises caused by the animal, and will protect and immediately rectify any damage caused to garden irrigation systems and fittings.
f) Garden Damage – replace plants or vegetation damaged or destroyed by the pet directly, or indirectly (ie. plants died because a garden irrigation system was damaged by the pet).
g) Additional Pets – other than any pet listed as approved by the owner, not keep any other animals of any kind on the rental premises, (even on a short-term or temporary basis), including dogs, cats, birds, fish, reptiles, or any other animals.
h) Temporary Pets – the tenant will not harbour, substitute or “pet-sit” any other pet, and will remove any of the pet’s offspring within 45 days of birth (should this occur).
i) Bi-Laws and Local Council – abide by all local, city or state laws, licensing and health requirements regarding pets, including vaccinations.
j) Disturbance and Noise – the pet shall not cause any sort of nuisance or disturbance to neighbours. Noise, day or night, must not disturb others. You must do whatever is necessary to keep the pet from making noise that would annoy others, and will take steps to immediately rectify complaints made by neighbours or other tenants.

Changing tenants

Bond Changing Tenants
Should permission be granted for tenants to change/transfer during a tenancy agreement, then the outgoing tenant must liaise and arrange with the incoming tenant to be paid their share of the bond lodged. Please ensure that you then liaise with us for any transfer of names required on the original bond lodged with the bond authority.

Subletting is not permitted without written approval from us. This includes assigning the tenancy over to a third party, or allowing other occupants to move in without our express permission. Permission usually involves a formal application being completed and submitted by the prospective tenant/occupant.