First Team Property Management - Tenant Guide

T ENANT G U I D E

Be Our Guest.

Home Is Where Your Heart Is. TENANT GUIDE | FIRST TEAM | PROPERTY MANAGEMENT 1

CONTENTS Home Is Where Your Heart Is...

So We’re Here To Ensure You Feel The Love . . . . . . . . . . . . . 3 Moving-In Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Preparing For Moving In . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Safety First . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Contents Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Incoming Property Condition Report . . . . . . . . . . . . . . . . . . . 4 Rental Payments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Property Assessment Inspections . . . . . . . . . . . . . . . . . . . . . . 6 Breach Of Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Meetings And Appointments . . . . . . . . . . . . . . . . . . . . . . . . . 7 Taking Care Of Your Home During Your Tenancy . . . . . . . . 7 Air Conditioners . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Bathrooms, Powder Rooms And Laundry . . . . . . . . . . . . . . . . 8 Black-Outs And Loss Of Power . . . . . . . . . . . . . . . . . . . . . . . 8 Bio-Cycle, Enviro-Cycle And Septic Tanks . . . . . . . . . . . . . . 8 Candles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Locked Out Of Your Property . . . . . . . . . . . . . . . . . . . . . . . 12 Locks And Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Mold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Mold Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Mold Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Noise/Nuisance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Occupancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Oven/Stove . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Pest Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Pets At The Property . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Picture Hooks/Wall Adhesives . . . . . . . . . . . . . . . . . . . . . . . 14 Pool/Spa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Security Monitoring Systems And Alarms . . . . . . . . . . . . . . 14 Smoke Detectors And Safety Switches . . . . . . . . . . . . . . . . . 15 Toilets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Trash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Washing Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Carbon Monoxide Detector . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Walls, Door Frames, Doors, Light Switches And Power Outlets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Carpets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Water Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Car Parking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Cleaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Clothes Dryer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Curtains And Blinds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Dishwasher . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Drains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Fire Places . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Fire Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Fixtures And Appliances . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Floors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Furnace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Hot Water Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Insinkerator/Waste Disposal Unit . . . . . . . . . . . . . . . . . . . . . 11 Kitchen Bench Tops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Lawns And Gardens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Light Globes, Light Bulbs, Led Lights, Halogen Lights, Fluorescent Lights Etc. . . . . . . . . . . . . . . . . 11 Local Area Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

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Windows, Glass And Mirrors . . . . . . . . . . . . . . . . . . . . . . . . 15 Vacating The Property . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Breach Of Tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Issuing Notice To Vacate . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Preparation For Move-Out Day . . . . . . . . . . . . . . . . . . . . . . 18 Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Other Deliveries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Rentals And Borrowed Items . . . . . . . . . . . . . . . . . . . . . . . . 18 Utilities Connection/Disconnection . . . . . . . . . . . . . . . . . . . 18 Organizing Your Moving Day . . . . . . . . . . . . . . . . . . . . . . . . 19 Final Property Cleaning . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Move-Out Day . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Moving Day . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Vacating Inspection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Reference And Recommendation . . . . . . . . . . . . . . . . . . . . . 20 Compliments And Complaints . . . . . . . . . . . . . . . . . . . . . . . 20 A Final Word . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Acceptance And Signatory Of Tenancy Agreement . . . . . . . 21

WELCOME HOME IS WHERE YOUR HEART IS...

SO WE’RE HERE TO ENSURE YOU FEEL THE LOVE

in helping our guests to feel welcome, valued, respected and appreciated, as well as empowered with knowledge. We like everyone to know what to expect of each other, the owner, the tenant and us.

Welcome to your new home and First Team Property Management! Our team is excited to welcome you as one of our forevermore Treasured Lifetime Clients™. You can be sure we will look after you with TLC and gratitude. We look forward to building a mutually rewarding relationship during your occupancy of the home and beyond and ensure your experience with us is enriching.

This guide is designed to answer many questions we have received from tenants in the past. Even if you are an experienced tenant, it is worth perusing so you understand how we perform our duties and the responsibilities at First Team Property Management and what we expect of our tenants and their guests. Naturally, if you have any questions that are not answered in this guide or any suggestions, we warmly welcome them, so please don’t hesitate to contact us.

We appreciate that, for many of our guests, this may be the first time they may have rented and for others perhaps rented for some time. Regardless of whether you are a first time or a longterm tenant, some things may have changed. For some, this may be the first time they have rented in this area and may find that legislative rules and obligations are different to other areas they may have previously rented in. For whichever group of guests you may belong to, we have produced this information to assist you in understating your rights, responsibilities, obligations and expectations.

Our aim is to make sure your stay is as homely and happy as possible. First Team Property Management is relentless

This guide is not designed to replace any renting information statements that may have been given to you as a legislative requirement, nor does it change the Terms and Conditions of your Tenancy Agreement. If something hasn’t been addressed here, it may be included in one or all those documents. Our aim in producing this guide is to assist you in understanding these documents and the way we will manage your tenancy and occupation of the property.

Home is where the heart is, and First Team Property Management wants you to feel right at home from the moment you move in.

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TENANT GUIDE CONTENTS INSURANCE

Please be aware the property owner is only responsible for insuring the building and their own contents, such as dishwasher, stove and any items supplied within the property.

The property owner is not responsible for any damage incurred to your possessions and belongings under any event or circumstance. Please remember to protect your contents by arranging adequate and suitable insurance.

INCOMING PROPERTY CONDITION REPORT

MOVING-IN DATE

Your Tenancy Agreement has the date of your tenancy commencement. You are not permitted to move in prior to this date, even to store goods in the garage. The keys to your property can be collected from the First Team branch advised to you at the time of signing your Tenancy Agreement anytime time after 9am the morning of the first day of your tenancy term. Please note that you are responsible for the property from the date your tenancy term is effective.

PREPARING FOR MOVING IN

When you sign your Tenancy Agreement, you will be advised of what utilities are connected to the property and what you will need to have connected in preparation for your occupancy. First Team Property Management offers a complimentary service to arrange connection of utilities. We recommend this service as it fast-tracks the connection of utilities and saves you lots of time.

SAFETY FIRST

Your safety and the security of your home is of paramount importance to First Team Property Management. We want you to feel safe and secure. That’s exactly why at First Team Property Management we have a stringent safety policy to protect our guests. Never allow a vendor or any other person enter your property, unless you have been advised by your property portfolio manager to expect them. You will be advised of the company, the reason for them visiting the property and the approximate time to expect them.

If a person advises they have been sent by First Team Property Management, please contact us immediately before allowing access to your home.

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On commencement of your tenancy and occupation of the property and as a condition of your Tenancy Agreement you will be given an incoming property condition report. This form will have been already completed by one of our First Team Property Management team. The report records the condition of the property at the commencement of your tenancy. It is detailed to ensure any damage that had occurred or was occurring prior to the commencement of your tenancy will not be your liability nor will you be required to carry out repairs or replacements at your expense.

Should you notice any discrepancies in the stated condition of the property, please ensure that you complete your section of the incoming property condition report, sign and return it to your property’s portfolio manager within three days of the commencement date of your tenancy. Should you notice any discrepancies, your property’s portfolio manager will contact you once the incoming property condition report has been returned within the required timeframe to discuss if necessary.

If the incoming property condition report is not received within three days of the start of your tenancy, serious consequences could result. If there is a discrepancy in the condition of the property when you eventually vacate, we will refer to the report that was handed to you on the first day of your tenancy, even if the report is returned after three days.

Please remember to keep your copy of the incoming property condition report in a safe place, as it is your record of the property’s condition prior to your arrival. This will protect your security deposit and how it will be dispersed when you eventually vacate the property.

When you vacate the property, you will be sent an outgoing property condition report with your confirmation of vacate notice. Once you have fully vacated the property, including the completion of all necessary cleaning and gardening, this form must also be completed and returned to your property’s portfolio manager along with the keys, remotes, carpet cleaning and pest control receipts and any other applicable documents. The outgoing property condition report should match the incoming property condition report, taking into consideration fair wear and tear on the property for the time period of your tenancy.

TENANT GUIDE RENTAL PAYMENTS

Rental payments are to be made via our rent payment service provider. You will be provided with details, offering several methods in which to pay your rent. Please ensure that your bank transfers the funds using the reference code as an identifier for your payment. Furthermore, please ensure that the rent transfer is made, allowing sufficient time for the rent to be deposited into our First Team Property Management Trust Account on or before the rental payment is due and not after. Late payments are considered to be rent paid in arrears.

It is your responsibility to check with your bank as to how long the funds will take to be transferred and deposited into the First Team Property Management Trust Account and ensure the funds have been deposited on the day of or prior to your rent due date.

It is advisable to keep copies of your rent receipts, transfer confirmations and/or bank statements to ensure you are always protected, should a discrepancy occur or the banks incorrectly transfer the funds. Due to privacy restrictions, should a transferred payment not be received into the First Team Property Management Trust Account, we are unable to make enquiries with your bank and you will be required to request an immediate search on the transferred monies.

If you fail to pay your rent on time, there is a series of steps we are obliged to follow. The first step will be endeavoring to contact and notify you that your rent is in arrears. By notifying you prior to a beach notice being necessary, this also alerts you should a transferred amount have failed to be deposited into the First Team Property Management Trust Account. Time is always of the essence when transferred deposits fail to reach their required destination. If you fail to respond to this notification or we are unable to contact you and your rent continues to fall behind, we will issue a Breach Notice for Failure to Pay Rent and being in arrears. This form outlines a concern we, as the property managing agents, have about you as a tenant–in this case, failure to pay the rent and will more than likely affect your attempts to apply for future rental properties.

Should we feel that the breach notice has been ignored and the rent continues to remain in arrears, we will issue an eviction notice. Please note that for continued breaches even if your rent is paid in full, you may still be required to vacate the property.

Obviously, we do not like having to take this extreme step but have been forced to in the past and will continue to do so when it is justified. It is a duty under our management agreement and contract with the property owner to ensure rent is paid as per the conditions of your Tenancy Agreement. Furthermore, please note that you are obligated under the terms and conditions of your Tenancy Agreement to pay the rent on or before the due date.

Additionally, please note that you must pay the rent in the increments as stated on your Tenancy Agreement. We do not accept part payments or over payments. However, you can choose to pay extra payments in advance as long as they are the amount stated in full on the Tenancy Agreement for the specified payment period (e.g. monthly in advance).

Please be quite clear that it is a condition of your tenancy that you pay as instructed on your Tenancy Agreement. If you are

sharing with one or more tenants you are jointly and severally responsible to pay the rent. We only accept one payment and not individual payments from each tenant. Should your tenancy be a shared tenancy, please ensure you make arrangements to pay the rent into one account for transfer to the First Team Property Management Trust Account when your rent is due.

Please note, First Team Property Management does not accept payments made by check or cash. You will however have this option to pay rent through PayLease at any Walmart store located throughout USA.

MAINTENANCE

To ensure First Team Property Management Maintenance Reporting and Rectification system is efficient, we have a system to differentiate between urgent and routine maintenance. Please ensure you acquaint yourself with this system, as maintenance will only be processed if reported in the correct manner.

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TENANT GUIDE URGENT/EMERGENCY MAINTENANCE

Urgent and emergency maintenance and repairs covers dangerous situations that could endanger people or property. This covers urgent and emergency occurrences such as: • Burst water pipe • Carbon monoxide detector damage or breakdown • Furnace damage or breakdown • Blocked or broken bathroom system • Serious roof leak • Gas leak • Smoke detector faults • Safety switch tripping or faultiness • Exposed wiring or emergency electrical fault • Flooding and serious flood damage • Snow and blizzard damage • Severe fire, storm or impact damage • Severe structural damage • Failure or breakdown of gas, electricity or water to the property • Failure or breakdown of an essential service or appliance on the property for hot water, heating or cooking • Fault or damage that renders the property unsafe or unsecure • Fault or damage that is likely to cause injury or death to a person, cause further damage to the property or unduly inconvenience the occupants of the property • Severe fault to a staircase, in a stairwell, lift or other common area of the premises that unduly inconveniences the access or use of the property If these events occur, you should immediately contact First Team Property Management by phone. For emergencies that occur after business hours, on weekends and public holidays, please contact the afterhours number or the relevant emergency vendor.

Emergency maintenance requests will be dealt with immediately. We may advise of temporary measures that can be undertaken until help arrives. While we cannot guarantee the availability of our qualified vendors, the most urgent maintenance is usually addressed in less than four hours, while less urgent matters are usually addressed within one working day, depending on the actual repair. Urgent maintenance should be phoned through to our office immediately. When calling First Team Property Management, you must state “I AM REPORTING URGENT MAINTENANCE”. You will then be put through immediately to your property’s portfolio manager or the portfolio duty manager on roster at the time of your call.

ROUTINE MAINTENANCE

Routine or standard maintenance occurrences are those that are not demanding, though they may cause inconvenience or lead to further property damage in the long term. Routine maintenance reports must be submitted to First Team Property Management 6 FIRST TEAM | PROPERTY MANAGEMENT | TENANT GUIDE

in writing on the supplied Maintenance Report proforma. It is essential that you use this form, as it details specific information and instructions. The maintenance report proforma can be either emailed, or posted to First Team Property Management for processing and action.

Verbal requests for maintenance will not be actioned, they must be in writing. If you require more forms, we can email them to you for safe storage on your computer and future use.

Time limits for routine maintenance vary depending on the scope of work required and whether the owner requires consultation. In general, however, we ensure all maintenance requests are responded to within seven days. Please note, some maintenance that requires further investigation, specialized tradespeople, quotes and/or property owner approval will take longer to finalize, and your patience is appreciated.

In addition, there may be times when parts or replacements may take weeks or even months to be shipped from overseas. We request your patience and understanding should this situation occur. There is unfortunately nothing we can do to expedite the repair and your patience and understanding is appreciated.

If you are uncertain whether your maintenance is Urgent or Routine, please contact First Team Property Management to seek explanation and advice. As a general rule, remember that vendors charge more for emergency work, especially after hours.

If you were paying for the work, would the extra cost justify the time difference?

PROPERTY ASSESSMENT INSPECTIONS

Unless stated otherwise on your Tenancy Agreement, your portfolio manager or another qualified representative from First Team Property Management will inspect your property once every twenty-six weeks. This is a service to the owner to

TENANT GUIDE responsibilities be breached. First Team Property Management has a contractual agreement with the property owner to ensure their property is being maintained to the highest standards and rental payments are made on time, every time. If you breach your contract in any way, your property portfolio manager will issue a formal breach notice, stating the reason for the breach and the date in which the breach must be remedied by. Failure to remedy a breach could result in eviction of the property and your rental history being tainted.

MEETINGS AND APPOINTMENTS

ensure their property is kept in good condition. It also allows our expertly trained and ii certified portfolio managers to assess the property for early signs of wear and tear damage, such as worn carpets or leaking gutters that may require preventative maintenance. Inspections are also required under the terms of our contract with the property owner and your tenancy contract.

First Team Property Management will provide notice in writing of impending inspections, allowing you sufficient time to prepare for the inspection. You will receive a letter together with an Entry Notice and a Maintenance Report proforma. While we have our First Team Property Management, management keys for your property, your presence is not required at an inspection.

However, you are more than welcome to be there at the time of inspection. Please be aware that your property portfolio manager is unable to provide you with an exact time, rather it will be a time range of approximately two to four hours. If you have any concerns about potential future maintenance problems, the 26week property assessment inspection is a good time to bring them to our attention by completing the Maintenance Report proforma and leaving it on the kitchen bench.

To ensure we fulfill our obligations to the property owner, all inspections are completed on the due date, we are unable to change the time and date of inspection as they are set in the system on commencement of the management and automatically set to reoccur every twenty-six weeks.

Your cooperation is appreciated and valued, and your privacy is respected at all times.

If you wish to arrange a meeting with your property portfolio manager, or any team member from First Team Property Management, an appointment must be made at least three days prior to the meeting request.

Please contact the relevant branch or office to request an appointment. You will be required to advise why you want to meet with the respective team member. Meetings are for a maximum of 30 minutes. If you believe the meeting may run longer, please submit in writing the purpose of the meeting and details of what you would like to discuss at this meeting at least two days prior to the meeting taking place. You will be advised of the meeting time and location. Please always arrive on time.

TAKING CARE OF YOUR HOME DURING YOUR TENANCY

There are many areas of the home that require care, maintenance and specific attention to detail. Below is a list of handy hints to help you to care for your new home of residence, together with some advice on what to do if things go wrong. We recommend that you always follow the manufacturer’s instructions and always report areas of concern immediately to your property portfolio manager.

AIR CONDITIONERS

The filters must be cleaned every month when the air conditioner is being used continuously. When not in use, please ensure that the filters are cleaned at least every three months.

BREACH OF TENANCY

Your Tenancy Agreement is a contract with many terms and conditions with responsibility and possible liability should these terms be breached in any way. First Team Property Management encourages you to read through your Tenancy Agreement so you understand your responsibilities and consequences should these TENANT GUIDE | FIRST TEAM | PROPERTY MANAGEMENT 7

TENANT GUIDE antiseptics, products high in sodium or phosphorous and kerosene.

For a complete list of products that will cause harm to the sewage system, please refer to the manufacturers guide. Should any damaging product or chemical enter the system, please be aware that you will be responsible for repair and/or replacement.

CANDLES

BATHROOMS, POWDER ROOMS AND LAUNDRY

It is highly recommended that these areas be cleaned at least weekly with proper cleaning products to prevent build-up of grime, calcium, lime and mold. Should these areas suffer damage as a result of lack of care and regular cleaning, you will be responsible for repairs and replacement. This includes glass screens that deteriorate or become unsightly as a result of calcium and soap build-up.

BLACK-OUTS AND LOSS OF POWER

There are several causes for losing power in your home. We recommend firstly checking the neighbors’ properties and street lighting. If they’re blacked-out also you will need to contact your energy utilities company and notify them of the problem.

If your neighbors still have power, check the safety switch, which may have tripped causing the electricity supply to be cut off. If the safety switch has tripped, reset the switch. If it trips again, it may be the result of a faulty appliance. Try unplugging all appliances and plugging in one at a time–if one causes the power to cut you have found the culprit.

After checking all appliances and the safety switch is still tripping, please contact your portfolio manager immediately for a qualified electrician to resolved the fault. Should the fault be caused by a faulty appliance you own, then you would be responsible for payment of the repair account and/or call out fee.

BIO-CYCLE, ENVIRO-CYCLE AND SEPTIC TANKS

In the unlikely event your property is not supplied with town sewage, ensure you follow the instructions as provided by the particular system in use on your property. Furthermore, please ensure that you use only products suitable for your sewage system and as recommended by the manufacturer.

Please pay attention to all items that go down the drain including, but not limited to, hair dye, antibacterial products 8 FIRST TEAM | PROPERTY MANAGEMENT | TENANT GUIDE

Please ensure that if you use candles in the property that you follow the manufactures strict instructions and never leave them burning unattended. Candles must be placed on suitable candle dishes to ensure wax does not damage any surfaces regardless of whether they are burning or used for decorative purposes. Please be aware that wax spills must be cleaned immediately to ensure no permanent damage. To clean wax spills please refer to the cleaning guide attached.

Furthermore, please note that First Team Property Management does not recommend the use of candles in a property as they pose a serious health and safety risk.

CARBON MONOXIDE DETECTOR

Follow the manufactures guidelines as well as your obligatory responsibilities for the care and maintenance of the carbon monoxide detector if fitted to the property. Always seek professional advice from a suitably qualified technician to satisfy your responsibilities. Never remove the battery from the carbon monoxide detector except to change immediately when the battery has flattened or in accordance with obligatory battery change over date. Please consult with your property portfolio manager for the details of the recommended technician.

It is of paramount importance that you always remember that a carbon monoxide alarm should never be relied upon as a substitute for regular inspection and maintenance of appliance, vents, flues and chimneys. Such alarms provide an extra safety precaution, but the risk prevention methods are essential to your health and safety. If you have any concerns, please contact your property portfolio manager immediately.

CAR PARKING

Under city and building bylaws, vehicles can only be parked in the garage/carport or an area designated for car parking (such as a driveway).

Parking on footpaths or lawns is not allowed, even for private dwellings. For properties in close proximity, to the business district and downtown areas or major venues, please be aware of parking restrictions and the possible requirement for parking permits during events.

All vehicles kept on your property should be registered and in good condition. Damage done by your vehicle or visitors’ vehicles, including oil stains, is your responsibility. We recommend that should you notice oil stains you act immediately to remove them and take preventative measures to ensure no further damage is caused.

TENANT GUIDE

CARPETS

While carpets endure normal wear and tear, proper treatment can improve their longevity. However, stains, rips, burn marks and similar damage to the carpet that can be traced to a single tenant may be charged to that tenant.

Regular cleaning by vacuuming on a weekly basis and having a professional carpet steam clean at least once a year prevents dirt and dust from becoming ingrained in the carpet. Failure to do this can lead to permanent stains and/or discoloration.

If you do notice damage to your carpet, the first step is to ensure no further damage is done. If something is spilled on the carpet, instantaneous action is essential. Clean the area up with plain paper towel first, then with a cleaning agent. The cleaning agent used will depend on the stain and should be applied to a towel not directly onto the carpet. Don’t forget to rinse the area and dry it once the stain has been removed. If the stain requires it, you may also need to add disinfectant that will not affect the carpet.

If you don’t have a specialized cleaning product, you can make one by combining white vinegar with water (at a 1:2 ratio).

Baking soda may also be useful for some stains but can bleach the carpet if used incorrectly. Please test prior to using on stain to ensure no further damage is caused.

First Team Property Management recommends however, that it is a better idea to request a professional carpet cleaner to remove the stain rather than risking further and more expensive damage*.

Another carpet problem is tufts of carpet being pulled out. If this happens, do not attempt to pull it out as this will result in expensive to fix runs in the carpet. Should you notice tufts forming please report in the usual manner and it will be investigated.

Please always refer to the manufacturer’s instructions before proceeding with cleaning or repairs, keeping in mind that when stains occur to carpet, time is of the essence.

Some helpful guidelines for removal of stains are included in “Helpful cleaning tips” enclosed in this Welcome Pack.

CLEANING

The property, including outdoor balconies, patios and such, must be cleaned on a regular basis. Weekly is recommended. Cleaning must be carried out to ensure the property is maintained to its highest standard and unnecessary wear and tear is not caused to fixtures, fittings and appliances. If extra wear is caused due to proper cleaning not being undertaken on a regular basis you will more than likely be responsible for replacement, repair or compensation to the property owner.

CLOTHES DRYER

If your rental property is fitted with a clothes dryer, it is essential to clean the lint filter after every load of washing. Failure to do so may result in loads taking longer than usual to dry, and, in some instances, the dryer may catch fire. Please follow the manufacturers’ guidelines when using the dryer.

Most dryers require adequate ventilation, which may impact on their efficiency in small rooms.

CURTAINS AND BLINDS

Clean regularly according to manufacturers’ cleaning instructions.

Regular care and cleaning maintenance will prolong the life of the curtains and blinds. Clean weekly to prevent build up of dust and grime.

Do not allow curtain cords to dangle and become a safety hazard. Do not place baby cribs, children’s beds, play area next to or close to curtain cords. It is your responsibility to ensure curtain cords are out of children’s reach and harm’s way,

DISHWASHER

Please ensure the filters are cleaned regularly and hoses checked for kinks. Please also remember to fill the rinse aid compartment as necessary. If dishes begin to appear cloudy it is usually due TENANT GUIDE | FIRST TEAM | PROPERTY MANAGEMENT 9

TENANT GUIDE to the rinse aid compartment being empty. To ensure effective cleaning of dishes, the dishwasher should be cleaned at regular intervals with a suitable dishwasher-cleaning agent available in most supermarkets.

Please follow the manufacturer’s instructions for accurate dishwasher cleaning and care.

DRAINS

Please ensure that drains are kept clean and free of debris by cleaning them regularly with an approved drain cleaning agent.

FIXTURES AND APPLIANCES

Many of the fixtures and appliances supplied in your property are affected by wear and tear over several years and by several occupants. As such, you are usually not responsible for repairs required to items such as tap washers, stove elements, power points, sticking doors, windows and the like. However, if unreasonable wear and tear or damage, either unintentional or malicious, to an appliance or fixture has taken place then any repairs and/or replacements will be your responsibility and need to be carried out promptly by a suitably qualified vendor. If an appliance is to be replaced, then it must be replaced by the exact same appliance or, in the event that the appliance is no longer available, by one of equal or greater value.

Please note that we only organize maintenance for appliances that are supplied with the property and not your own personal appliances.

FLOORS

Clean floors as part of your regular weekly clean and use only manufacturer approved cleaning agents. Always clean spills immediately. If you have tiles report chips and cracks immediately.

When cleaning, ensure grime and mold does not build up on and in between tiles on the grout. For timber floors, ensure all furniture is fitted with floor protection patches and shoes are removed before walking on the timber, especially stiletto heeled shoes. Please remove scratches immediately in accordance with manufacturer guidelines and cleaning/repair agents.

FURNACE FIRE PLACES

Please ensure that fireplaces, potbelly stoves and the like are cleaned regularly including the chimney and flue. Cleaning should be carried out be a suitably licensed and qualified vendor.

FIRE SAFETY

To protect your family and loved ones, please always follow fire safety procedures. Ensure smoke detectors are maintained and never remove the battery except to replace immediately with a new battery as necessary. Do not leave burning candles unsupervised or exposed flames close to curtains or other flammable material.

It is an obligation under the term of your Tenancy Agreement that no smoking is permitted inside the property and this rule also applies to guests who may be visiting.

Ensure that the property entry and exit points always remain clear and unobstructed.

Please refer to local Fire and Safety Rules and Regulations for a comprehensive list of requirements you are expected to adhere to.

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The furnace is stored in a dedicated room. It is important that you follow these obligations to ensure your safety and the safety of your guests while residing at the property: • The solid core door is equipped with a self-closing device and latching must not be held open • Allow fresh air supply to flow through the furnace room • You must not store miscellaneous objects and articles inside this room (it is not a store room) Please notify your property portfolio manager immediately if you notice any problems with the furnace or furnace room.

HOT WATER SYSTEMS

The main cause for loss of hot water, particularly during the colder months when more water is used, is the failure to top up the storage unit. This can occur in both electric and gas hot water systems, though it is more common in electric systems.

Most hot water systems need to be topped up approximately every three months (refer to the manufacturer’s instructions located on the system). This is done by opening the release valve until water flows out (be aware the water will be hot).

The release valve may be located at either the top or bottom of the system, but should be marked. As a reminder, it is a good idea to do this when your electricity account is due, as they are

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Some units also provide a wrench with which to free blockages.

Once again, ensure the power is switched off and remember to reset the switch. Do not place your hands into the unit as this could result in serious and permanent damage. issued normally every three months.

With gas systems, the problem is more likely to be the pilot light. Again, this can be located anywhere on the system, but if it goes out you will need to re-light it following the manufacturer’s instructions on the system.

The second most common cause for loss of hot water is failure to pay the gas/electricity bills or the electricity tariff you are billed on. Some peak tariffs only heat the water through the night, which means if you use all your hot water during the day the water will not be heated again until late in the evening. Please check first with your utility provider. If you believe there is a fault or problem with your hot water system, please complete a maintenance report form and forward as per instructions. If the matter is urgent with the hot water system, please call your property’s portfolio manager and advise the matter is urgent (as per maintenance reporting process and policy) when calling.

If no fault is found with the system, please be aware that you will be responsible for the call out fee and any other fees associated with checking the system.

INSINKERATOR/WASTE DISPOSAL UNIT

Waste Disposal Units otherwise referred to as insinkerators are designed to work with water running. To operate them, turn on the cold water (a strong flow will ensure it operates efficiently).

Turn on the switch and feed food waste into the unit, taking care not to force any large objects in. Let the water run for about 30 seconds after grinding. Do not place hard items such as fruit stones, bones or cutlery in the unit. This will result in irreparable damage that you will be responsible for.

If your unit is not grinding the waste properly, it may be jammed. Turn the unit off at the power point before attempting to free the jammed object. Most units have a plug top that can be removed, allowing you to free the blockage. Doing this may trip the reset switch, which is usually located underneath the unit.

KITCHEN BENCH TOPS

Clean bench tops regularly with manufacturers approved cleaning products. Never cut anything directly on the bench, always use a proper cutting board and clean spills immediately.

First Team Property Management also recommends that no one sits on the bench. Failure to follow this recommendation could result in permanent and expensive damage and possible injury to the tenant or their guests.

LAWNS AND GARDENS

Unless garden maintenance is included in your rental payment, care of the lawns and gardens is your responsibility. This includes watering, weeding, mowing, fertilizing and trimming trees and shrubs. New lawns or plants have different requirements to general upkeep. Your garden must be maintained at all times.

All garden refuge, trimmings and clippings must be disposed of in the proper manner and not placed in garden beds or any other area of the garden or lawn, unless a proper compost system is in use.

Please note any water restriction requirements that may be issued by your area and ensure you adhere to imposed restrictions, yet continue to maintain the gardens and lawn.

LIGHTS

Light bulbs, LED lights, halogen lights, fluorescent lights, etc.: it is the responsibility of the tenant to replace any blown light bulbs. If the light bulb cannot be removed safely or has broken in the fitting, please issue a maintenance report form in the usual manner.

If light fittings are too high to replace safely, it is your responsibility to contact a qualified electrician to replace the blown light.

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TENANT GUIDE Do not attempt to replace light bulbs and place yourself or anyone else in any danger whatsoever. We strongly recommend that you always engage the services of a professional electrician.

LOCAL AREA INFORMATION

To assist you in settling into your new home and area, we have enclosed some information in relation to public transport, schools, shopping centers, medical centers, parks and gardens, leisure and recreational activities, clubs, sporting facilities, community facilities, entertainment, eateries and more. More information can be found by visiting the websites listed on the brochure.

LOCKED OUT OF YOUR PROPERTY

In the event that you lock yourself out of your house or apartment after regular agency hours (from 4pm weekdays), our team is prohibited from supplying you with a set of keys for their own personal security and safety protection, regardless of the circumstances. If you find yourself in this situation it is your responsibility to organize and pay for a locksmith.

Please refer to the letter at the front of this pack for further information and a list of locksmiths’ details and contact numbers.

LOCKS AND KEYS

Should you change the locks at any time during your tenancy, you must supply a full set of keys to the First Team Property Management as well as all signatories to the Tenancy Agreement. A copy of the receipt must be supplied to First Team Property Management as evidence of the number of keys that have been made, along with two new and full sets of management keys If the property is currently keyed alike with one key, it must remain that way. Approval in writing for any changes whatsoever must be granted prior to any changes taking place. This includes keys and locks.

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If the locks have been damaged due to a break in, please contact your property’s portfolio manager immediately and report the matter to your local police service. Our agency will arrange replacement/repair of the locks.

MOLD

From time to time some of our guests raise the question of mold and mildew in the home. The following information has been prepared to assist you with this issue.

One in five homes has repeated or prolonged attacks of this unsightly by-product of humidity and condensation.

Three conditions have to be present for the growth of mold: • Mold spores • A surface with sufficient food source to maintain life • A source of moisture Mold spores are in the air everywhere. Any thought of excluding them from a household can be forgotten. There is nearly always a source of foodstuff, cooking fumes, or even dust can be sufficient. These conditions are invariably present in all households.

There remains the third condition and that is moisture within a household that comes directly or indirectly from the people who live in it. Washing, cooking and drying operations are obvious sources of moisture, but moisture also comes from the inhabitants themselves.

An adult can breathe out and naturally perspire almost one pint of water in eight hours while asleep. This may not sound a lot, but consider the situation where two people sleep in a bedroom then visualize the condition of the bedroom if this amount was sprayed into the air and over the furniture, walls and fittings of the room.

Generally, the moisture generated within accommodation vents to the outside as a result of ventilation (e.g. via open windows). If surfaces cold or cooler than the air temperature exist, moisture from air holding excess moisture will condense on these surfaces when cooled. In winter, cold surfaces do exist, windows for example, while at the same time there is a tendency to cut ventilation to a minimum. Therefore, the normal escape of water vapor or moist air is slowed; the

TENANT GUIDE moisture or humidity level in the household rises and the resultant excess moisture will condense on any cool surface.

To understand how much the air temperature affects the amount of moisture that air will hold, 35 cubic feet of air can hold 1 ounce of water at 86°F, while that same cubic foot of air can only hold .3 ounces of water (approximately) when the air temperature is reduced to 59°F. It is clear from this that if air of high humidity is reduced by contact with a cool surface, the excess moisture will condense out as the air temperature reduces to a level where it can no longer hold the moisture. In this case, about .7 ounces.

To give a guide to the average amount of moisture generated in a household per day, cooking will generate 6.5 pints, dishwashing 2.2 pints, showers/bath 3.2 ounces, clothes washing 1 pint, clothes drying 11 pints, all of this is quite apart from the up to 8.4 pints per person per day from breathing and perspiration. Heating with gas or kerosene heaters also produces a lot of moisture.

MOLD PREVENTION

To prevent moisture build-up from the interior of accommodation, it is desirable to have a balance between adequate heating and ventilation. The interior temperature should ideally be maintained between about 64 to 71°F for comfort, with about one and a half air volume changes per hour with more in bathrooms and kitchens. This air movement will keep the relative humidity at a manageable level. This ventilation can be achieved by leaving windows open an inch or so depending on the outside air movement and the amount of cross ventilation.

The rule is, ventilate little and often, rather than in short vigorous bursts. Window glass is a good guide, if it starts to show more than a minimum of condensation, the windows should be open a little further.

Remember, increase ventilation so that the moisture generated is not retained within the household. This may require a bit of willpower during the winter months, when every instinct calls for the house to be sealed against escaping heat, but if you fail to follow these basic rules you are going to get mold.

MOLD CONTROL

• Ensure there is some ventilation in all rooms at all times.

Keep internal doors open.

• Vent clothes dryers directly outside.

• Make sure the extraction fan in the bathroom is switched on whilst the bathroom is in use.

• Cupboard heaters can help in wardrobes if mildew is likely to occur.

• Do not put damp clothes or shoes in a wardrobe.

• Clean wallpaper with a damp cloth and household bleach (1part bleach and 4 parts water). Test a small hidden patch first to make sure the bleach does not affect the color. If it does, try a fungicide from a paint shop.

• Never paint over mildew. Gloss-painted surfaces can be wiped

down with household bleach as above. Matt finish paint can be wiped down with fungicide.

• Do not use abrasive cleaners.

The removal and containment of mold and mildew is the tenant’s responsibility.

Always contact your property portfolio manager to report the presence of mold.

NOISE/NUISANCE

As a courtesy to neighbors, and also a legal condition of your tenancy, noise must be kept within legal limits and timeframes.

This is particularly applicable to tenants in multi-family dwellings such as units, apartments, condos, villas or townhouses, or where neighboring properties are close by.

As a guide to noise disturbance, any noise that can be heard outside of your property (audio-visual equipment, appliances and machinery, or even loud talking or singing) should be considered too loud. If you reside in an apartment or townhouse complex, please ensure that you abide by the rules and regulations of the building By-Laws.

OCCUPANCY

Under the Terms and Conditions of your Tenancy Agreement, only the names of the people listed on your tenancy agreement are permitted to reside at the property. Should extra people or a change be required, please contact First Team Property Management immediately to ensure necessary documents are completed following approval to the changes from the property owner. Please be aware that no changes can take place nor extra people permitted to reside at the property whatsoever, without prior authorization.

OVEN/STOVE

If one or all stove hotplates are not working, after checking switches to ensure the unit has not been switched off, complete a maintenance report form and forward to First Team Property Management as per standard maintenance reporting.

If the oven is not heating, it may have switched to automatic (in which case the indicator light would have switched off ). If this is the case, the oven will need to be reset to manual – check the instruction manual and manufacturers troubleshooting guide.

Also check to ensure that the main switch to the unit has not been switched off.

As always, if there appears to be a fault or maintenance issue please complete a maintenance report form and forward to First Team Property Management as per standard maintenance reporting.

As with electric ovens, gas ovens should only be repaired by qualified tradesperson. If there is a fault, please notify First Team Property Management immediately.

Stovetops must be cleaned at least weekly to prevent build up of grease and grime. They must be cleaned thoroughly TENANT GUIDE | FIRST TEAM | PROPERTY MANAGEMENT 13

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in accordance with manufacturers instructions and use only manufacturer approved cleaning agents.

Ovens must also be cleaned regularly and thoroughly, including racks and grills, in accordance with manufacturers instructions and use only manufacturer approved cleaning agents.

PEST CONTROL

It is a condition of your tenancy that you must ensure pest control is maintained at your property and the property is kept free from pests and vermin. This may only require a pest treatment at the termination of your tenancy. However, if you find pests or vermin during the tenancy you must have a treatment carried out immediately at your expense by a licensed pest controller.

The owner is required to carry out annual pest control.

PETS AT THE PROPERTY

Unless stated on the Tenancy Agreement, no pets are allowed on or in the property. If you wish to have a pet after you have already taken up residence in your new home, you must discuss it with your property’s portfolio manager and submit a written request seeking the property owner’s instruction and approval.

No pet is authorized to enter the property prior to written approval being granted and a signed statement of approval being issued and signed by both parties. For tenants living in townhouses, apartment and any multi-family complexes, it is up to the Building Managers to authorize pet approval. The owner will be required to submit an application on your behalf, if the owner is willing to authorize a pet.

If you have approval to keep a pet at the property, any property damage caused by the pet must be made good immediately.

Professional flea control treatment must be carried out when you eventually vacate the property or from time to time during your tenancy as is deemed necessary. A copy of the receipt for flea control must be supplied to First Team Property Management as confirmation that the treatment has been undertaken at the end of your tenancy or when requested during your tenancy.

PICTURE HOOKS/WALL ADHESIVES

You are not permitted to place picture hooks or use wall adhesives (such as Blu-Tac) as these cause damage to the property. (We are aware that Blu-Tac claims to not mark walls and surfaces, but our 14 FIRST TEAM | PROPERTY MANAGEMENT | TENANT GUIDE

experience is that it regularly discolors paint and leaves a residue, and in some instances, causes the paint to peel and flake off.)

Of course, we do understand the benefits of being able to hang pictures to make the property feel like home, and we want it to feel like home for you. Most of our First Team Property Management properties have hooks already in place. If you feel you need extra hooks to hang pictures, contact us and we will approach the property’s owner with any reasonable request.

Any damage to the walls, doors etc. caused by hooks, adhesives or any other fitting device must be repaired and rectified at your expense by a professional or suitably qualified tradesperson.

POOL/SPA

If there is a pool or spa at the property, you are responsible for maintaining and cleaning the filter and pump regularly. The basket must also be cleared of matter and litter regularly and must not be allowed to build up. You must check the chemical levels regularly and add chemicals as necessary. It is also advisable to take water samples to your local pool shop regularly to check that the chemical levels are adequate. They will advise of any changes or inclusions you will need to make to the chemicals being added.

If there is automatic vacuuming system to the pool, this should be checked regularly to ensure it is working properly. The pool or spa should also regularly be scooped of any floating matter to prevent it being caught in the filtering system.

Should damage occur to the pool or equipment due to neglect, misuse, incorrect maintenance or any other fault caused by you, the tenant or anyone else you have had inspect the pool, rectification and repair costs will be the responsibility of the tenant.

First Team Property Management recommends that you engage the services of a professional pool cleaner to maintain the pool, check chemical levels and add chemicals as required.

SECURITY MONITORING SYSTEMS AND ALARMS

If you change the alarm code at your home, your property portfolio manager must be advised of the new code. Should your security system have the capability of being monitored, unless specified on your Tenancy Agreement, it is your responsibility to arrange and pay for monitoring with the appointed company.

TENANT GUIDE note that the city may issue fines for trash cans left on the road or curbside after the collection has been carried out.

WASHING MACHINE

If you have been supplied a washing machine with your home and it is not pumping the water out correctly, it may be the result of a twist in the drain hose. If your washing machine is not pumping all the water out, it may be a faulty connection with the drain hose. If it’s not filling with water, please ensure it is turned on at the power points and the taps have been turned on as well (hot and cold).

It is important to clean the washing machine regularly and keep the filter free from lint. Refer to the manufacturer’s instructions for methods of adding detergents and fabric softeners.

As with all supplied equipment, should a fault be evident, please complete a maintenance reporting proforma and forward to your property portfolio manager. Should the fault be because of your incorrect use or neglect, payment for repair and/or call out fee will be at your expense.

Please be aware, that you are not authorized or permitted to change monitoring security companies without written authorization.

SMOKE DETECTORS AND SAFETY SWITCHES

Follow the manufactures guidelines as well as your obligatory responsibilities for the care and maintenance of the safety switch and smoke detectors fitted to the property. Always seek professional advice from a suitably qualified technician to satisfy your responsibilities. Never remove the battery from the smoke detector except to change immediately when the battery has flattened or in accordance with obligatory battery change over date. Please consult with your property portfolio manager for the details of the recommended technician.

You must contact your portfolio manager immediately if you notice the smoke detector is not working or the safety switch is tripping or not working. This must be reported as urgent maintenance by phone.

TOILETS

Toilets must be cleaned at least weekly, including the toilet seat and cistern, with manufacturer approved cleaning agents. Ensure the toilet is brushed to remove build-up of lime, calcium, mold and grime.

TRASH

Trash must be placed in the proper bins. The city will not collect trash placed in boxes or bags, so please take any extra items which do not fit into your bin to a city refuse station. Please ensure the trash cans are placed at curbside on the morning of collection and the trash cans are put away by evening at the same day. Please

WALLS, DOOR FRAMES, DOORS, LIGHT SWITCHES AND POWER OUTLETS

These must be cleaned regularly with manufacturer-approved cleaning agents. Remove marks on walls, doors, etc. immediately to ensure no permanent damage is caused. Ensure paint is not damaged when cleaning and wiping painted areas.

If you notice any damage, especially cracking to light switches and power outlets, sunken light switches or exposed wiring please report immediately to your property portfolio manager.

WINDOWS, GLASS AND MIRRORS

Clean regularly to ensure there is no build up of grime, calcium, lime or mold. Use only manufacturer-approved cleaning agents.

Should you notice any cracks or chips, please report immediately to your property portfolio manager.

WATER USAGE

One of the conditions of your Tenancy Agreement is the water usage charge. Your Tenancy Agreement states your portion of the water usage payable. An invoice will be sent to you when the property owner is invoiced for reimbursement back to the property owner for your water usage.

This invoice must be paid within seven days of receipt. Please call us if you are unsure of what percentage you are required to pay. Water usage will be calculated by method of pro-rata according to your average water usage over the term of your tenancy and invoiced when you eventually vacate the property.

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TENANT GUIDE Should water restrictions be imposed at any time by the relevant water management authority it is your responsibility to ensure water usage guidelines are understood and adhered to at all times.

HANDY CLEANING GUIDE AND TIPS

Ants: Black pepper, baby powder or borax sprinkled around is a good deterrent.

Bat/Bird Excreta: When fresh, wash immediately with water. If dried, scrape off excess excreta and wash away with detergent and water. A few drops of ammonia added to the water will remove the stain.

Carpet: If the carpet has been flattened by heavy furniture, place some ice cubes on the flattened carpet. When the ice cubes melt, the carpet will raise.

Wine Stains: Immediately after the spillage occurs, use soda water together with a paper towel to blot the stain being careful not to spread the stain. When the stain has dried, dampen the stain and cover it with borax. Leave the borax until dry then wipe away.

Fruit Juice: Mix one tablespoon of borax with half a liter of water and sponge over the stained area.

Dog Urine: Sponge with white vinegar then spray carpet with window cleaner.

Lipstick: Dab the lipstick with eucalyptus.

Oil: Sprinkle powder on the stain to absorb the oil, then sponge with eucalyptus or cream of tartar. Leave for a day, then vacuum.

Vomit/Feces: Remove all solid matter and mop up excess

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moisture before blotting with white vinegar or soda water. A few drops of a specialty odor neutralizer will also help.

Cat Litter: Cat litter is great for soaking up spilt engine oil on driveways etc. Also great in BBQ’s for soaking up dripping oil.

Doors: A damp cloth is normally sufficient. For more ingrained stains use a spray-on cleaner or cream cleaner.

Drains: Pour a small amount of bleach or white vinegar down the drains to clean them or remove any build-up. Specialty drain cleaners are also very effective.

Eave: To remove cobwebs or moldy residue, a garden broom is normally sufficient. For heavier marks dip the broom in water mixed with detergent.

Flies: Crushed mint on the kitchen bench will deter flies from entering the room. Bay leaves on windowsills are also a good deterrent. Mint is also an effective natural deterrent for fleas.

Furniture Legs: To prevent furniture legs from leaving marks on floors, leg patches can be purchased from numerous retail outlets or small pieces of carpet can be glued to the bottom of the legs.

Grouting: A soft brush with epsom salts removes residue.

Guttering: Gutters should be cleaned at regular intervals. Lack of cleaning will result in possible damage to facia and internal ceilings. Never attempt to clean gutters yourself. We recommend contact OutBack GutterVac on 877-703-4822 Hairspray: Hairspray marks from mirrors can be removed by rubbing a soft cloth dipped in methylated spirits.

Insects/pests: Sprinkled borax powder around skirting is an excellent repellent for pests and insects.

Labels: Sticky labels can be removed with ease by rubbing eucalyptus oil, tea tree oil, acetone, or even metal polish on the sticky area.

Laminex: Toothpaste rubbed on the stain with a soft cloth removes most stains.

Mirrors:To prevent mirrors from steaming and fogging up rub mirror with glycerine and polish off with soft cloth.

Oil spills concrete: Mix six parts of kerosene to one part detergent. Leave for approximately five minutes before hosing off.

Oven: A damp cloth sprinkled with baking soda is effective in removing grease and stains from the glass. Warm the oven for 15 minutes and turn off before commencing the cleaning of the inside of the oven. Place full strength ammonia in a small dish on the top shelf and a bowl of boiling water on the bottom shelf.

Close the oven door and leave overnight. Before commencement of cleaning the following morning, open oven door and leave for 30 minutes, before washing off grease with detergent and hot water. Orange peel heated in the oven will remove odors. Use cloudy ammonia for cleaning oven racks, trays and range hood filters, by soaking overnight then wiping away grease.

Rubber Stains: Remove rubber stains with tea tree oil.

Rust: Cut a lemon in half, dip the raw edge in salt and rub over the affected area, then rinse with cold water. Or dip a cloth in vinegar, cleaning the affected area before rinsing with cold water.

It can also be used on sinks and washtubs.

Sand: Sand is a natural absorbent and can be used for absorbing oil etc. on outdoor areas.

Tiles: For glazed tiles, use a soft dry cloth to wipe over with

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kerosene. If the tiles are unglazed, use a mixture of linseed oil and turpentine wiped with a soft cloth.

Toilet: To remove stains, cover with bleach or toilet cleaner and leave overnight. Use toilet brush to remove build-up before flushing toilet. To avoid build-up under the seat, remove the lid by unscrewing the two wingnuts at the rear of the bowl and simply side off. This should be carried out at regular intervals.

Unknown Stains: The safest ingredient to use on unknown stains is eucalyptus. Dab eucalyptus on the affected area, being careful not to smear the stain.

Vaseline: A little petroleum jelly rubbed around door hinges and other moving parts is great for stopping squeaky doors.

Walls: Use warm soapy water or sugar soap mixed in water to remove grime and marks. Do not rub too hard or use a scourer, use a soft sponge or cloth only. A mop can be used to wash high areas.

Wax carpet: Follow these steps to remove candle wax from your synthetic or wool carpet: 1. Freeze to harden the wax 2. Gently scrape to remove excess from the surface 3. Vacuum wax particles from carpet 4. To prevent damage to the backing, add a small amount of approved cleaning fluid or spot remover 5. Blot with an absorbent pad 6. Continue until no more stain is removed 7. If a dye remains, dilute one part rubbing alcohol with two parts water and apply it to the stain in small amounts, blotting well after each application 8. Leave to dry Timber and Wood: Follow these steps to remove wax stains from timber and wood: 1. Freeze to harden the wax 2. Gently scrape it up to avoid gouging the wood 3 When all wax has been removed, buff the wood with a suitable soft cloth Asphalt, Cork, Linoleum, or Vinyl Tile: Follow these steps to remove wax stains from Asphalt, Cork, Linoleum, or Vinyl Tile: 1. Freeze to harden the wax.

2. Gently scrape it off with a metal spatula, taking care not to gouge the stained surface 3. Dip a corner of a clean cloth into rubbing alcohol

and wipe stain 4. Wash and wipe dry 5. Polish or wax as usual Other Surfaces: Follow these steps to remove candle wax stains from Acrylic Plastic, Alabaster, Aluminum, Bamboo, Bluestone, Brass, Bronze, Cane, Ceramic Glass/Tile, Concrete, Copper, Enamel, Flagstone, Glass, Gold, Granite, Grout, lron, Ivory, Jade, Limestone, Marble, Paint/Flat, Paint/Gloss, Pewter, Plexiglas, Polyurethane, Porcelain, Sandstone, Slate, Stainless, Steel, Terrazzo, Tin, or Vinyl Clothing: 1 Freeze to harden the wax, then gently scrape the residue from the surface. (Take care not to scratch the surface) 2. Wipe with a sponge dipped in a solution of washing soda or detergent and water 3. Rinse well and wipe dry Windows: Half a cup of methylated spirits added to a bucket of water is an excellent window cleaner.

SAFETY FIRST

Remember to always use chemicals and cleaners as per the manufacturer’s instructions. Keep away from children and pets.

All cleaning solvents are flammable and must never be exposed to naked flames or electrical equipment including electric elements.

Always use rubber gloves and protective clothing if necessary and work in a well-ventilated area to prevent inhalation of chemicals.

Never mix ammonia with bleaches as this causes toxic gases.

First Team Property Management recommends to always seek the advice and service of a professional.

Disclaimer: this advice is given in good faith as recommendations only, and neither First Team Property Management nor its representatives shall be held liable for the actions undertaken as a result of this advice. If you are uncertain about any situation, we recommend that you seek independent professional advice.

VACATING THE PROPERTY

There are specific requirements and obligations under your Tenancy Agreement in relation to vacating the property. Before issuing a notice of your intention to vacate to your property portfolio manager, please remember to verify your tenancy term dates, including the expiry of your current tenancy term.

BREACH OF TENANCY

You should be aware that once you sign a Tenancy Agreement you are responsible for rent payments until the end of that tenancy term. If you breach the conditions of your tenancy or seek an early tenancy termination, you will remain liable for those payments until a replacement tenant has been approved and secured and has taken up residence in the property.

If it is necessary for you to seek an early tenancy termination, you will also be responsible for the costs of re-letting the property.

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At the very least, this will involve reimbursing the leasing fee (5% of the annual rent) to the property owner. You will also be responsible for advertising and marketing costs, including uploading costs to the relevant property websites.

ISSUING NOTICE TO VACATE

Under your Tenancy Agreement, you are required to provide a minimum written notice period of your intention to vacate. Your property portfolio manager will offer advice to you in relation to your legislative responsibilities when you intend to vacate the property. You may specify any date to vacate, however please note that you are responsible for rental payments until the end of your tenancy term and beyond if you are moving out after the official date of your tenancy term expiry.

Regardless of the date you intend to vacate your home, you will be liable for rent up until the day all keys and access passes have been returned to First Team Property Management. Full and vacant possession of the property must be handed back to First Team Property Management. At this stage, your property portfolio manager will also require your forwarding address and copies of carpet cleaning, pest control receipts and any other applicable documents, including the completed and signed outgoing property condition report.

Once full possession has been handed back to First Team Property Management, your property portfolio manager (or another team member) will conduct the final inspection. If we have any further questions or discrepancies, your property portfolio manager will contact you. Security deposits are normally finalized within five working days and posted to your new forwarding address.

Should there be any discrepancies, such as further gardening, cleaning and/or repairs required, this would naturally delay refunding of the security deposit until all work is completed and invoiced.

Please be aware that if the property is returned in an unacceptable condition for new occupants you may be responsible for rent up until the property is returned to a condition acceptable for occupancy. You may also be responsible for follow-up 18 FIRST TEAM | PROPERTY MANAGEMENT | TENANT GUIDE

inspection costs and other associated costs as a result of the property not being returned in the same condition as it was on the commencement of your tenancy.

As we usually have new occupants ready to move into the property upon your vacate, we request and appreciate your full cooperation when vacating your home.

PREPARATION FOR MOVE-OUT DAY

Mail: By the time, you issue your property portfolio manager with your notice of your intention to vacate your home, you should know your new address. If you have been issued with a notice to vacate your home by your property portfolio manager, we request that you provide details of your new address as soon as you know.

Numerous people and various companies will require your new address, so it is a good idea to start providing these details as soon as possible.

You should remember your family, friends, place of employment, organizations such as your bank, insurance, taxation, medical, education institutions and any subscriptions you may have. Check mail delivered to you to ensure that the sender has received your new address.

Also, arrange to have your mail redirected to your new address.

This can generally be arranged with the United States postal service. New tenants usually bring misdirected mail into our office and we endeavor to redirect it to you, but as this is their altruism, it cannot be an expectation. In time, mail may be returned to the sender, and you may never receive it or even be aware of its existence.

Other Deliveries: If you have other services delivered, such as milk or newspapers, remember to cancel these services in advance.

It is also important to settle all your accounts when you cancel these services to ensure debt collectors are not unnecessarily blemishing your credit rating. Debt collection agents will often contact First Team Property Management, requesting forwarding-address details.

Rentals And Borrowed Items: Even if you are moving within the same area, it may be prudent to return library books and other borrowed items. These are often lost in the packing and moving and since you should have already notified them of your changed

TENANT GUIDE address, they will require return of the items. Also settle any accounts you may have opened. Also, please remember to take back any items you have lent out and be sure to collect lay-bys and anything you may have in for repairs.

Utilities Connection/Disconnection: You are responsible to arrange connection of utilities such as gas, electricity, cable television, internet connection and the telephone to your new home. You will also have to organize for these to be disconnected the day you move out, so you are not charged for the new occupant’s usage.

Please chat with your property portfolio manager about connection and disconnection of utilities and services, as we may be able to assist you with this through the connection utilities service provider we recommend.

ORGANIZING YOUR MOVING DAY

One month’s notice is usually required for organizing moving services, such as furniture removal trucks, carpet cleaners, house cleaners and pest controllers. The carpet cleaning and pest control must be carried out on the day you move out and once the property is fully vacated; the day after is acceptable, however, you must advise your property portfolio manager prior to vacating the property.

This is also the time to start gathering boxes, newspapers and other moving essentials. If you start your packing early, it won’t be a mad rush on moving day–and you won’t be paying movers to stand around and watch you pack boxes.

Tip: While most people sort their boxes by room, this can mean some boxes are filled with heavy items. A box full of books, for example, is heavy to lift and may cause damage to the goods or injury to yourself or others. Try half-filling boxes with towels and linen, so the box is not overweight or breaks open with the excess volume of contents inside.

FINAL PROPERTY CLEANING

Ensuring your security deposit is returned in full is a priority for all parties. Any cleaning or repairs that need to be done after you vacate the property will be deducted from your security deposit (unless they are general wear and tear or were recorded in your incoming property condition report).

Even if you are paying for professional cleaners, it is necessary to ensure the property is left in a clean condition, not forgetting the outside areas as well.

• Tidy the gardens, remove weeds and mow the lawn in the days leading up to moving day • This is also the time to clean some things you may have been putting off, like the oven • Remove dust, marks and cobwebs, paying particular attention to ceiling corners, light fittings and outside windows • Replace blown or broken light bulbs • Clean power outlets and light switches with a soft cloth to remove grime and finger marks

• If your property has curtains, they should also be cleaned. Be sure to follow the manufacturer’s instructions–some curtains can only be dry-cleaned. Similarly, clean blinds and replace any broken blinds or clips.

• Bathrooms have plenty of tricky spaces to clean, such as around tap handles and drains. Ensure all hair, soap-scum and mold is removed and screens are washed • Likewise, kitchens and appliances need particular attention.

Be sure to clean exhaust fans, ventilation grills, as well as filters, grills and elements from the stove and oven • Check that all food residue has been cleaned from sink plugs and waste disposal units. Leave the dishwasher door open after your final clean • Gutters should be cleaned • Make sure any stains on the driveway and garage floor are removed before vacating • Pet hair, particularly around screen doors, should be removed It is recommended that your professional cleaner follows the vacating cleaning guide and marks off each area as it has been finalized to ensure no areas are missed or overlooked.

MOVE-OUT DAY

Moving Day: By this time, most of your belongings should already be packed and ready to move. The property should be ready for the cleaners to begin their detailed vacate clean.

Don’t forget to defrost the refrigerator and freezer the night before vacate day.

You must complete the outgoing property condition report.

Completing this report provides you with the opportunity for one final inspection of every room and cupboard to make sure nothing is left behind or any cleaning is missed.

Ideally the carpet cleaning and pest control will take place on moving day. Don’t forget to ask for the receipts to confirm work completed, as we require a copy of each of them. Make sure all the windows and doors are securely locked prior to returning the keys to First Team Property Management, along with copies of relevant receipts and the outgoing property condition report. If you have an alarm system, please ensure the alarm is set to secure the property.

Your property portfolio manager, or another suitably qualified

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TENANT GUIDE

team member, will conduct the final inspection and, once finalized, forward the security deposit release form to your new address. Please note that all keys and remotes must be returned to First Team Property Management branch by 10am on the morning following the specified date of vacate. Any keys and remotes returned later than 10am the following morning will result in rent accruing at a daily rate until all keys and access has been handed back to First Team Property Management.

VACATING INSPECTION

The vacate inspection will be carried out as soon as practically possible. Every effort will be made to inspect the property within three working days following the return of the keys, however there is no guarantee of this. If the results of the inspection are found to be unsatisfactory, you will be required to return to the property to rectify any outstanding cleaning, gardening, maintenance or arrange a suitably qualified vendor to rectify the cleaning and/or repairs immediately. You will also be required to continue paying rent until the outstanding items of further cleaning or repairs are finalized and the keys have been returned.

You may also be required to pay for further inspection costs should the property be found in an unsuitable condition.

REFERENCE AND RECOMMENDATION

Upon finalization of your tenancy and completion of all documentation, First Team Property Management will provide you with a ‘Certificate of Residency’ detailing: • name • address of property • rental amount • period of occupation This will be emailed to you together with a letter of recommendation for future tenancies (if you have fulfilled the terms of your Tenancy Agreement and left the property occupant ready).

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COMPLIMENTS AND COMPLAINTS

Should there be any misunderstanding, First Team Property Management has a formal Complaints Procedure of which a copy is enclosed in the Tenant Information and Welcome Pack.

Naturally, we aim for happy and cheerful property guests, and we are grateful for the opportunity to alleviate and remedy any misunderstandings and improve our service delivery when and if necessary.

We also love to hear compliments about outstanding service and care, as we love the opportunity to recognize our team for going above and beyond.

A FINAL WORD

Enjoy your new home. We want you to feel right at home from the moment you move in to the moment you move out. Home is where the heart is, so we hope your home is pumping with enjoyment and many wonderful memories.

BE OUR GUEST.

Should you require further assistance or require any clarification, please do not hesitate to contact our complaints manager.

Finally, we wish you many happy moments and memories in your new home and look forward to building a mutually rewarding relationship. We are here to be of service to you and make your stay as pleasurable and homely as possible, so please do not hesitate to contact us if or when the need arises.

Disclaimer: This advice is given in good faith as recommendations only. Neither First Team Property Management nor its representatives shall be held liable for the actions undertaken as a result of this advice. If you are uncertain about any situation, we recommend that you seek independent professional advice.

ACC E PTA N CE A ND S I G NATO RY O F T E N A NCY AG RE E M E N T Property address: _____________________________________________________________________________________________ Property owner: ______________________________________________________________________________________________ Tenant: _____________________________________________________________________________________________________ Portfolio Manager: __________________________________ Date: ______________ Time: ______________

Tenancy Commencement Date: ______________

LC Verify all details are correct and

explain Tenancy Agreement

_____ o

LC Explain and clarify all Agency Policies

_____ o

LC All parties sign and witness Tenancy Agreement

_____ o

LC All parties sign Security Deposit form

_____ o

LC Tenant/s sign utilities

connection form (if applicable)

_____ o

LC Advise tenant/s to organize contents

insurance for their personal possessions

_____ o

LC Advise tenant/s about digital solar

invoicing and payment responsibilities

_____ o

LC Advise tenant/s regarding maintenance

and care of smoke detectors

_____ o

LC Advise tenant/s regarding curtain cord safety

_____ o

LC Advise tenant/s regarding carbon

monoxide safety and monitoring

_____ o

LC Advise tenant/s regarding instructions and

their responsibilities with safety switches

_____ o

LC Advise tenant/s on pool safety and pool

care maintenance (if applicable)

_____ o

LC Advise tenant/s on garden and lawn

care and maintenance (if applicable)

_____ o

LC Prepare letter and Entry Notice to the tenant

_____ o

LC Confirm the following documents and

brochures handed to tenant/s • Building By-Laws (if applicable) • Information Statement and Renting Guide • Rental payment instructions and/or reference • Welcome Information including Privacy Statement and Complaints Procedure • Maintenance Request Forms • Tenant Welcome Gift

Leasing Consultant: ______________________________________

_____ o _____ o _____ o _____ o _____ o _____ o

LC Photocopied keys signed by tenant and

verified all supplied

_____ o

LC Incoming Property Condition Report (3 copies)

1 copy signed and retained as proof of receipt

_____ o

LC Inventory (3 copies) 1 copy signed and

retained as proof of receipt (if applicable)

_____ o

LC Rental payment schedule given to tenant/s

_____ o

LC Rent and security deposit receipted

_____ o

LC Copy of executed Tenancy Agreement and

Security Deposit Form handed to tenant/s

_____ o

ACKN OWL EDG EMEN T AN D S I G NAT URE The tenant/s acknowledges that all information pertaining to their Tenancy Agreement and agency policies and procedures have been explained clearly and documents have been completed and executed in a diligent manner.

Tenant Name: _________________________________ Signature: ______________________ Date: ______ Witness Name: _______________________________ Signature: ______________________ Date: ______ Tenant Name: _________________________________ Signature: ______________________ Date: ______ Witness Name: ________________________________ Signature: ______________________ Date: ______ First Team Consultant Name: ____________________ Signature: ______________________ Date: ______ Witness Name: _______________________________ Signature: ______________________ Date: ______ TrackMateTM verified for completion: Signature: ______________________

Date: ______

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YouFirst@FirstTeam.com | 888.454.1584