Rent with Complete Confidence

ROUTINE PROCESS

Your first routine inspection will take place between 6 – 8 weeks after your lease commencement date. Thereafter routine inspections take place every 12 weeks.

Inspections are conducted between 9am-11am Monday – Friday and generally take 15-20 minutes to conduct, depending on size of the property and any required maintenance to be reported. You do not need to be present at the routine inspection. We will not reschedule an inspection if you wish to be present and cannot attend.

You are required to be given 7 to 14 days notice of when your routine inspection is to be conducted. You will receive 3 SMS notifications for each routine inspection; 14, 7 and 1 day prior. You will also receive 1 email reminder 13 days prior to your inspection date.

Please note that routine inspections are planned well in advance and it is not easy for your Property Manager to re-schedule without conflicting with other bookings.

However, if you’re feeling unwell or you are isolating, please notify us and we will re-schedule your routine inspection.

To ensure routine inspections do not interrupt your day, your Property Manager can use the spare key to access your property so you are not be required to stay home.

We recommend you download the routine inspection checklist from your tenant portal to confirm the requirements and cleaning standards for your routine inspections.

Dogs in particular must be restrained or removed from the property during the inspection time frame for ALL inspections. If re-inspection is required due to unsecure dogs, a $55 re-inspection fee will be charged.

As a tenant, you will be responsible for pest control (internal and external areas of the home) when required throughout your tenancy, specifically at the end of your tenancy.

Your Property Manager will leave a card on the kitchen counter for confirmation that they have attended your property for the inspection. A link to view your written routine inspection report will be viewable via an email link within 24-48 hours after your inspection.

It is important that you read all comments of your routine inspection and rectify any areas of concern before the next routine inspection. Your Property Manager may need to arrange a re-inspection if the routine does not meet the inspection requirements or cleaning standards.

Consistent areas of concern on inspection reports will affect upcoming lease renewal opportunities.

REPORTS & LEASE RENEWAL

Prior to a lease commencement, an ingoing inspection is conducted to report on the ingoing condition of the property. This includes all rooms, fittings, fixtures and outside areas with a detailed catalogue of images for office use. You will receive a Drop Box link to all images kept on file.

Importantly, this report is used when vacating the property to ensure it is left in an acceptable condition. The catalogue of images is also referred to for comparison and/or evidence for any dispute that may arise.

Routine inspections are conducted throughout the tenancy to ensure you are maintaining the property at a high standard and to check if any maintenance and/or repairs are required. During the inspection, a dedicated inspection phone is used to take photos of any areas that require attention from a landlord or tenant. A report is then compiled and uploaded to both the tenants and landlords online portal. You will receive an SMS advising when the report is available for you to view. An example Routine Condition Report is included within this document which shows how this is presented to you.

An outgoing inspection is scheduled for the last day of tenancy. Your Property Manager will maintain close communication with you in the lead up to your vacate date and offer a smooth pre-vacate service.

Our office will make contact with you 12 weeks prior to the lease end date to confirm if you are wishing to renew your tenancy for a further period or if you will be vacating at your lease end date.

Should you wish to renew your lease, we will need to discuss your renewal period being either 6 or 12 months with your landlord.

There may be the inclusion of a rental increase as part of the lease renewal agreement. Rent can only be increased every 12 months. It comes down to landlord approval for lease renewal terms and any increases.

Important to respond to any communication from our office in regards to your lease renewal.

When discussing your lease renewal with your landlord, we take into consideration your rental payments, the standard of your routine inspections and your communication with us throughout the tenancy. Keeping on top of these things will help to protect your tenancy.

MAINTENANCE PROCESS

It is extremely important to report maintenance as soon as any damage occurs at the property.

All maintenance is to be reported to us in writing. This allows us to keep record of the maintenance history for the property and assists us with relaying the issue to both the landlord for approval and the tradesperson for works.

Maintenance can be reported via scanning the QR code on your maintenance magnet, which is provided at the property at the commencement of your tenancy. Scan the QR code with your mobile phone or tablet and follow the prompts.

If the matter occurs after office hours and is deemed an emergency please contact

08 8725 5290 and follow the prompts. If the matter is not an emergency and is something that can wait until the next business day, please report the maintenance via the QR code and this will be actioned during office hours.

Our maintenance software, Bricks+Agent Maintenance Plus, allows you to report maintenance with ease. A Maintenance QR Code magnet will be provided at the property which you can scan with your phone and follow the prompts to submit your maintenance request. You can also email your maintenance request to maintenance@bricksandagent.com or SMS to 0480 019 119. Alternatively, you can use the chat box on our website to report your maintenance request.

Once we receive your written maintenance request, your Property Manager will seek approval from your landlord to engage a qualified trade who can attend the property and rectify the issue. The tradesperson will contact you direct to schedule a time to attend and arrange access to the property. To ensure you are kept updated, a status update will be emailed to you at each step of your request.

Unless reporting emergency maintenance, we cannot act on your maintenance request without the approval of the landlord first.

What counts as an EMERGENCY maintenance request? Any maintenance or incident that is an EMERGENCY can be assessed as one that…”directly endangers a person or the rental property itself, and not addressing the matter promptly will result in damage to the property or could cause injury to a person.”​

OR any fault or damage that makes the rented premises unsafe or unsecure.

It is important to note that items such as DRIPPING TAPS or NO HOT WATER SUPPLY are important matters, but whilst inconvenient, they do not qualify as URGENT or EMERGENCY related items and will be managed within the normal timely manner during business hours.

Our afterhours maintenance service is available for emergencies only. If needing immediate assistance with an emergency maintenance issue, please contact the office which will re-direct you to the maintenance message bank. Leave a detailed message with your name, your property address, your contact number and detail of the issue at hand. A Property Manager will get back to you ASAP.

Turn the gas supply OFF at mains to avoid further damage or safety concerns.

Call our office on 8725 5290 and follow prompts to speak with our afterhours service.

Isolate your mains water supply (or the hot water unit) to avoid property damage and reduce water waste. Make sure you report the issue as normal and if you believe the matter requires a plumber to attend urgently then contact our office and follow the prompts to speak with our afterhours service.

Call our office on 8725 5290 and follow prompts to speak with our afterhours service.

Not all Hot Water Service issues are considered an emergency (but all are inconvenient). IF you are just experiencing a lack of hot water, then at this stage you only need to lodge a request.

Check fuse box to isolate the power to the property and ensure it is not a supply related issue caused by an outage in your area.

SA Power networks maybe conducting works in your area, or have an issue they are aware of that is impacting customers in your location.

Visit their website: sapowernetworks.com.au for information.

Check all appliances for any faulty items.

Call our office on 8725 5290 and follow prompts to speak with our afterhours service or visit SA Power Networks website: sapowernetworks.com.au for information on current outages in your area.

Call 000 in case of Fire, Break-in/property vandalism or damage or in need of ambulance assistance

*Any faults/issues found to be caused by tenant directly or by negligence will be at the cost of the tenant.

Due to health regulations there is to be no smoking inside your rental property at any time. If your Property Manager detects the smell of smoke or can see evidence of smoking inside, you will be immediately issued with a Form 2; Breach of Agreement – Notice of Termination.

As a new tenant, you expect the house to be in a clean and tidy condition at the beginning of your tenancy and this is exactly how we expect properties to be returned at the end of the tenancy. Therefore, a receipt is required on vacating to show the carpets have been professionally cleaned. We will offer our recommendation in regards to carpet cleaners towards the end of your tenancy.

If your property has a water softener, it will be your responsibility to ensure this is maintained during your tenancy. A fact sheet on how to maintain a water softener and identify if a water softener is not functioning correctly will be available on your online portal.

A bag of water softener salt is provided at the commencement of your tenancy for use when required.

If you are unsure on how to maintain the water softener at your property, please ask your Property Manager for assistance.

Due to the climate conditions in the South East region, most homes in and around Mount Gambier are susceptible to mould during the colder months of the year. A fact sheet on how mould can be prevented and controlled will be available on your online portal to assist you with keeping the property mould free during your tenancy.

All pets residing at your property are to have prior approval from the landlord. Not all landlords will allow for pet/s to reside at the property. Should approval be given, a Pet Agreement is to be signed; noting the details of the pet/s at the property.

Should the pet/s damage any property; it is a tenants responsibility to rectify this damage. Tenants are to undertake periodical flea bombing at the property, to ensure it is clean from any fleas and insects.

TENANT PORTAL

An invitation to access your online portal will be emailed to you prior to your tenancy commencement date. The online portal is available to view on the web or via an app and offers 24/7 access to property information, inspection reports, tenancy ledgers, payment due dates, maintenance jobs and other important documents relating to your tenancy.

The online portal also includes a communication feature to email your Property Manager directly to report maintenance or other general enquiries about your tenancy.

Your tenant portal is unique to you as a tenant and is accessible via the web or a downloadable app. You will receive an invitation to set up your tenant portal prior to your lease commencement date. Within the portal you will be able to access all your tenancy documents, report maintenance requests, contact your Property Manager, see all your account information (including where you are paid up to with your rent, invoices owing) and all your lease details (including lease start and end date)

You can access your Tenant Portal via our website; login page found along the top right corner or by downloading the MRI Property Connect app on your Android or Apple device.

When logging in for the first time, you will need to create a unique password for your portal access. If at some stage you forget your password, please click on the Forgot Password option on the log in screen and follow the prompts.

VACATING PROCESS

If you need to break your lease (end your lease before the lease end date), we require written notice of your newly intended vacate date. After notifying your landlord, we will re-advertise your property in order to seek a new tenant as soon as possible.

As per legislation, you will be responsible to continue paying rent until the day before a new tenancy commences. You may also be charged a Break-lease Advertising Fee and a Break-lease Letting Fee.

The Break-lease Advertising fee is calculated based on your new vacate date and will be invoiced at the end of your tenancy.

The Break-lease Letting fee is calculated based on the date before the new tenancy will commence and will be invoiced once the new tenancy is secured.

Your cooperation with allowing us to hold property show through’s would be greatly appreciated, as this will assist us to seek a new tenant and cease your rental obligations in a timely manner.

In a Break-lease situation, you are still responsible for the condition of the property until the next tenancy commences.

When the time comes to end your lease at the property, your Property Manager will schedule a Pre-Vacate Inspection 2 – 4 weeks prior to your lease end date. This inspection will be conducted at your property, but is not a routine inspection.

At this inspection, your Property Manager will run through the end of lease process, provide you with a copy of your ingoing inspection report, a bond refund form, cleaning checklist and a list of recommended cleaning/gardening services. This provides you with the opportunity to ask any questions regarding the vacating process and requirements.

Once you have returned your keys to our office and your outgoing inspection has been completed, your Property Manager will give you a call to finalise the tenancy and process your bond refund.

Complete Real Estate do not hold your bond, it is held with Consumer & Business Services – Bonds SA. Once your outgoing final inspection is completed and all outstanding rent and invoices are paid, we will initiate the bond refund process. Bonds SA will email you to confirm your refund details so please follow the prompts. After you have completed the request from Bonds SA, your bond monies can take up to 48 hours to reach your account. If this does not happen please contact Consumer & Business Services – Bonds SA on 131 882.

We understand that moving can be stressful. We will work closely with you during this time to arrange for potential new tenants to attend a show through in order to re-let the property. We try to minimise the show through to once only, however depending on the outcome of the show through, an additional show through may need to be arranged.

Potential tenants understand that you are in the process of vacating the property and will be focused on the layout and size of the home to ensure it works for them.

Meet the Property Management Team

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Brianna McBain
Rental Team Leader
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Suze Justice
Property Manager

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