Info for Tenants


Thank you for selecting NSW Real Estate for your tenancy. The following information is designed as a quick reference guide to our services and covers some important aspects of your tenancy.

  1. Office Hours, Enquiries and Advice
  2. Tenancy Law
  3. Rental Payments
  4. Repairs and Maintenance
  5. Repair Tips
  6. Keys
  7. Insurance
  8. Inspections
  9. Utilities Connection
  10. Rental Bond
  11. Termination of the Tenancy Agreement
  12. Leaving the Premises
  13. Final Inspection Guide
  1. Office Hours, Enquiries and Advice

    If you require any information or advice regarding your tenancy please contact our office.
    Our preferred method of contact is via e-mail, however we can also be contacted via post, fax or telephone. Wherever possible, requests and enquiries should be submitted in writing using the forms provided.
    Please also be aware that your Property Manager spends a large portion of their working day away from the office. If you wish to meet with your Property Manager it will be necessary to make an appointment to do so.
    Office Hours: Mon to Fri 8:30AM to 5:00PM, Sat 8:30AM to 12:30PM
  2. Tenancy Law

    Residential tenancies are a highly legislated area of real estate and are governed by the Residential Tenancies Act. You will have been provided with a copy of your Tenancy Agreement and the information statement entitled the New Tenant Checklist. We urge you to take the time to read them as they contain information about your legal rights and responsibilities as a tenant.

  3. Rental Payments

    All rent payments must be made via the RE Connect oneCard*, by Bank Cheque** or via Automated Periodic Payment***.
    * RE Connect oneCard enables you to conveniently and securely pay your rent 24 hours a day, 7 days a week by phone, internet, automatic direct debit, BPAY or POSTbillpay in-person). Terms and conditions apply.
    ** Bank Cheques should be made out to "NSW Real Estate Coffs Harbour Trust Account"
    *** Automated Periodic Payment an automatic rent transfer from your financial institution or employer, or via your internet banking facility. Our office will provide banking details upon request.
    Please note that our office cannot accept rent payments in CASH or by Personal Cheque.
    You are also required to pay your rent 2 weeks in advance in accordance with your Residential Tenancy Agreement.
    Failure to pay your rent may result in your tenancy being terminated in accordance with the Residential Tenancies Act, and may also result in your details being listed on one or more tenancy history databases.
    If at any time you are unable to make a rental payment on or before the due date please notify our office immediately.
    Your Rental Ledger - A complete history of your rental payments
    One of the most valuable things you can have at the end of your tenancy is a Rental Ledger that shows your rent has always been paid on time. The Rental Ledger is a complete statement of every payment you make and the dates that the rent covers - italso shows if your rent has ever fallen behind. When it comes to applying for your next property, a good ledger will be extremely beneficial.
  4. Repairs and Maintenance

    All repair requests must be submitted in writing or via the Maintenance Request section of our website. Please provide a detailed description of the repair item and try to be flexible with access arrangements for tradespeople.
    Only "Urgent Repair" requests may be submitted via telephone on (02) 6652 6811. Urgent repairs include the following items:
    • a burst water service;
    • an appliance, fitting or fixture that uses water or is used to supply water that is broken or not functioning properly, so that a substantial amount of water is wasted;a blocked or broken toilet;
    • a blocked or broken toilet;
    • a serious roof leak;
    • a gas leak;
    • a dangerous 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 premises;
    • a failure or breakdown of any essential service on the premises for hot water, cooking, heating, cooling or laundering;
    • any fault or damage that causes the premises to be unsafe or not secure.
    Please refer to Clause 19 of your Tenancy Agreement for further information about "Urgent Repairs".
    Whilst we will endeavour to action your repair as quickly as possible, it is often necessary to obtain the Landlords approval and/or quotes before any work can commence, so unfortunately a time lag is sometimes unavoidable.
    Once approval has been granted, you will be contacted directly by the tradesperson to arrange a suitable time to carryout the repair. Alternatively you may wish to give the tradesperson permission to access your property using the keys held by our office.
    Please do not put additional picture hooks/nails etc into walls without prior approval from our office in writing. In addition, if any marks remain after blue/yellow tac has been used, the tenant will be held responsible for any repairs.
  5. Tenant Repair Tips

    Before proceeding with logging your Repair Request, please have a look at the Repair Tips below first, to avoid any unnecessary call outs.
    No power
    Have you contacted your electricity supplier? There may be a fault in the street.
    If renting a unit/apartment - Have you checked with a neighbour? If in a block of Strata Title apartments, it may be the Owners Corporation that needs to be contacted for action.
    Have you checked your fuse box? There may have been an overload and the safety switch has been activated and needs resetting.
    Have you checked that one of your appliances is not faulty? Unplug all appliances in the house. Reset the safety switch in the meter box. Plug in the fridge and turn on the power point, check the safety switch. If the safety switch clicks off then you know that there is a fault with the fridge and you will need to get it repaired.
    Otherwise disconnect the fridge and plug in the stereo and continue checking all appliances until the faulty appliance is located. If our electrician attends to your repair request and finds the fault is with one of your appliances, then you will be charged for the service fee.
    No hot water
    Is it Gas or Electric?
    Have you arranged for the connection of your Gas or Electricity?
    If it is an Electric Hot Water System - Have you checked to see if your hot water system needs refilling/topping up? There is normally a copper valve on electric hot water systems and an overflow pipe. Pull up this lever until a flow of water starts coming out of the overflow pipe. This quite commonly needs to be carried out every six months or so.
    Have you checked the fuse in the meter box? Has someone turned off the fuse by mistake?
    Have you checked that the water tap on the hot water system itself is turned on?
    If it is a Gas Hot Water System - Have you checked to see if your pilot light has gone out? Some gas hot water systems can be easily relit - others may require a tradesperson.
    Lights are not working or power points are not working
    Have you checked your fuse box? If there has been an overload the safety switch may need resetting.
    Have you replaced the light bulb?
    Stove element is not working
    Have you checked the connections to make sure they are not loose or dirty? Sometimes pulling the element out and cleaning them and putting back in again can fix the problem.
    Is the stove turned on at the isolation switch? There is often a switch on the wall near the stove that must be turned on.
    Is the clock on the stove/oven set? Many stoves will not operate if it has not been set. Set the clock before trying again.
    Garbage disposal is not working
    Is it turned on at the switch underneath the sink?
    Have you attempted to reset the safety switch? This is normally a little red or black button underneath the bottom of the garbage disposal unit. You may have to get on your hands and knees to find the switch. This switch can be activated by an overload and simply needs to be reset.
    Is there a blockage in the sink/blades? IMPORTANT - Before putting hands down the sink to check for blockages - make sure unit is turned off at the wall and unplugged.
    Kitchen/bathroom sink is blocked
    Have you tried using some Draino to try and free the blockage?
    Have you tried pouring boiling water down the sink to free up old soap & hair?
    Have you cleared hairs and old soap from the waste & "u" bend? Put a bucket under the pipe, unscrew the pipe under the sink (where possible) remove the hair and old soap and re-screw the pipe back together. Pour boiling water down the drain, this should clear the blockage.
    Have you removed old food from the kitchen waste & poured boiling water down the drain? Do not put fat and oil into the drain as these will clog up the pipes.
    Washing machine is not working
    Are the washing machine taps turned on at the wall?
    Have you checked to make sure that the appliance is turned on at the wall?
    Have you checked that the lid is closing properly?
    If the machine has stopped half way through a cycle make sure that you have not overloaded the machine or that it is out of balance - re-arrange the items evenly in the bowl.
    Dryer is not working
    Have you checked to see if the filter needs cleaning out? Dryers can automatically shut down due to overload of lint in the filter.
  6. Keys

    A duplicate key to all properties is retained by our office for emergency access. Under special circumstances, and on producing photo identification, the keys can be borrowed during office hours but must be returned within 24 hours. Please note: This service is not available out of office hours or on public holidays.
    It is therefore advisable that you make arrangements regarding the location of a spare key should you inadvertently lock yourself out. Otherwise it will be your responsibility to contact a locksmith to arrange access.
    Locks may be changed after first obtaining written permission from our office under the strict understanding that you provide us with a spare set of keys.
  7. Insurance

    For your own protection, we suggest that you take out your own Personal Contents Insurance Policy to cover your personal effects and furniture against any loss, damage or theft.
  8. Inspections

    The purpose of inspections is to advise the landlord of the condition of their property and how it is being maintained. You are however requested to advise our office of any repairs or maintenance you feel is needed as soon as possible throughout the tenancy.
    Periodic Inspections
    During the course of your tenancy, the premises will be inspected periodically by NSW Real Estate after providing you with the required written notice. The first inspection will usually be 8 - 12 weeks after you move into the premises, and thereafter on a 3 - 6 monthly basis.
    Final Inspection
    Final inspections are conducted at the end of the lease term or upon vacating. The final inspection report is closely checked with the condition report completed during the initial inspection to ensure that there has been no damage (beyond normal wear and tear) and that no fixtures have been removed (e.g. light fittings).
  9. Utilities Connection (Electricity, Gas, Telephone, Broadband, Pay TV)

    It is each tenant's responsibility to have the appropriate account placed in their names and to arrange for connection and disconnection.
    We provide a free utilities connection service via ConnectNow which provides quick and easy connection with your choice of service providers. Please contact our office if you would like to take advantage of the ConnectNow service.
    If you require any of these services and they are not currently available at you property, you will need to obtain written permission from our office prior to connections being made.
  10. Rental Bond

    Your rental bond will be lodged with the NSW Department of Fair Trading. The bond is held as security against any damage or undue wear and tear.
    The bond will be refunded promptly after you vacate, provided the property is left in as close as possible the same condition as when the Residential Tenancy Agreement commenced (allowing for fair wear and tear) and there are no monies owing.
  11. Termination of the Tenancy Agreement

    If you wish to give notice to vacate, please use the "Vacating Notice" form on our website.
    The Residential Tenancy Agreement can be terminated in the following ways:
    1. When the fixed term period of the agreement is due to run out, you must give a minimum of 14 days written notice to end the tenancy. The landlord must give you minimum of 30 days written notice.
    2. Once the fixed term period has ended you are required to give at least 21 days written notice. The landlord must give you at least 90 days written notice.
    3. If there is a breach of the tenancy agreement, a written notice period of 14 days.
    4. If the landlord wants to sell the premises you may be asked to vacate the premises by the time the sale is finalised. The landlord must give you at least 30 days written notice & this only applies after the fixed term has ended.
    Please refer to your copy of 'The Renting Guide' for further information.
  12. Leaving the Premises

    It is your responsibility to leave the premises as near as possible in the same condition, fair wear and tear excepted, as set out in the original condition report.
    Please refer to the 'Final Inspection Guide' below for further information and a list of items that you should check prior to vacating the property. Please also note that the rent will be due and payable until all necessary cleaning and repairs have been completed and all keys have been returned.
  13. Final Inspection Guide

    The following information has been prepared to assist you when vacating the property you have been renting through NSW Real Estate.
    Please note that we cannot inspect the property until you have removed all belongings and have returned the keys. Any keys given to friends or relatives should also be handed back.
    We ask that before the Final Inspection you:
    • Ensure that our office has your new forwarding address and phone number.
    • Pay your rent until the vacating date (in cash or by bank cheque) and cancel your automatic periodic rent payment.
    • Return all keys to this office including letterbox keys.
    • Arrange disconnection of your telephone, electricity and gas services.
    • Re-direct all mail to your new address.
    Attendance to the following matters prior to our inspection will also save considerable time and prevent unnecessary delays in returning your bond.

Subject to the condition of the property at the commencement of your tenancy you should ensure that:

  1. The property is left in a very clean and tidy condition throughout.
  2. All cupboards, shelves, drawers and benches are cleaned.
  3. Walls, doors and skirting boards are cleaned of all marks and dust.
  4. Light fittings and switches are cleaned and all light fittings have working globes.
  5. The stove top, griller, oven and range-hood are thoroughly cleaned.
  6. Windows and sills are cleaned inside and outside (wherever possible).
  7. All window and sliding door tracks are cleaned and debris/dirt removed.
  8. Blinds and curtains are cleaned/washed.
  9. All garbage and unwanted goods are removed from the premises.
  10. Garbage bins are put out for collection.
  11. The garage and/or storeroom are cleaned out, free of cobwebs and grease/oil marks are removed from car space/garage.
  12. Bathrooms are thoroughly cleaned with all mould and soap scum removed from tiles and grouting. Any ceiling mould must also be removed.
  13. Toilets are cleaned inside and out including the area around the 'S' bend.
  14. Exhaust fans and air conditioner filters are cleaned.
  15. Lawns and edges are trimmed and gardens weeded.
  16. Hard surface flooring is cleaned and mopped.
  17. Any furniture or other items included with the property are returned to original positions.
  18. Carpets are cleaned and any stains removed. (Please refer closely to your Ingoing Condition Report and provide evidence of appropriate cleaning e.g. receipts to our office).
  19. If pets have been kept at the property a professional flea treatment and carpet cleaning has been carried out (supply copy of both receipts to our office).
  20. The outside of the property is thoroughly cleaned (including walls, windows, screens and eaves).

Please note - Rent will be due and payable until all keys are returned.

If you require the keys back to carryout further cleaning, rent will be payable until such time as the cleaning is completed and keys are returned.

If you would like the assistance of contract cleaners or gardeners, your Property Manager can supply contact details or arrange for the work to be done on your behalf.