Congratulations on securing your rental property with Stean Nicholls!
In your Introduction & Guide to Renting, you will find information and advice on how to deal with general maintenance, urgent maintenance and more!
See the following points to know what is in your handbook:
• General Maintenance & Repairs
• After Hours Maintenance & Repairs
• Trade Access
• Routine Inspections
• Pet Policy
• Lease Agreements
• Vacating your Property
• Contact & General Information
• Meet your Team
If you have any further questions, we are always happy to help!
Office Hours - Monday to Friday, 9:00am to 5:00pm.
Office Contact - 02 6021 5233
You will find your property managers contact details at the end of your handbook.
If you would like to chat to your property manager in office, please contact them to arrange a suitable time.
Unless urgent, please contact your property manager via email or through the PropertyMe App.
Repairs and Maintenance
General Maintenance
Where your premises requires maintenance, please assist our team by providing as much detail about the maintenance as possible.
For non-urgent matters, you can email your property manager or lodge the maintenance request through PropertyMe.
In the event of an urgent repair during business hours, 9-5 Monday to Friday, please contact our office on 02 6021 5233 and we will attend to your situation as quickly as possible.
Please refer to our guide below to avoid any unnecessary call outs. Once you have done a troubleshoot, please contact your property manager or the office.
If the repair request is reported to our office that is caused by tenant neglect, the tenant agrees to be responsible for the payment of the account. For example, power failure due to one of your faulty appliances or a foreign object blocking toilets or sinks.
No Electricity/Lights
• Replace the light bulb - this is the responsibility of the tenant
• Check the fuse/circuit breaker in the meter box as faulty appliances can ‘trip’ the safety switch.
• To narrow down the source of the problem, turn off all appliances and reset the safety switch in the meter box, if the switch trips again with nothing plugged in, contact your property manager.
• If the safety switch does not trip, try turning on appliances one by one to narrow down the source of the problem.
• If there is a fault in your street, contact your energy supplier.
No Gas
• Check if the outdoor main gas meter is switched to an on position.
No Hot Water
Have you arranged a connection of your gas or electricity? If yes, please check the following:
Electric Hot Water Service
• Check the fuse/circuit breaker in the meter box.
• Check the tap on the hot water system is turned on.
Gas Hot Water Service
• Check the pilot light. Most units are easily re-lit by simply following the instructions on the inside of the system.
• For instantaneous units, make sure the power point beside the hot water system is turned on.
Toilets
Blocked Toilet
• Attempt to plunge before calling the office or your property manager.
• Contact the office so we can arrange a plumber. Again, if the blockage is caused by flushing foreign objects, you may be responsible for the cost.
Leaking Toilet
• Leaking seals are usually the responsibility of the landlord, contact the office so we can arrange a plumber.
• If leaking severely, turn off the water where the pipe joins the walls, contact the office or your property manager as soon as possible.
Repairs and Maintenance
Doors and Locks
Lost Keys/Locked Out of Property
• Contact the office to see if we hold a spare set. If no keys are available, you will need to contact a locksmith and provide a set of new keys to the office. Lost keys are a tenants responsibility.
• After-hours, if the property manager is able to bring a spare set of keys, there will be a fee payable at the time of opening the property.
Air Conditioning and Heating
Please refer to the type of heating/cooling system you have at the property:
Split System
• Replace the batteries in the remote control.
• Check the meter box to ensure the safety switch has not tripped. If the safety switch continues to trip when the system is turned on, contact your property manager.
• Ensure that the filters are clean and free of dust and build-up as this will effect the quality of the system.
• This can be cleaned by removing the filters and giving them a vacuum or wash them with warm water.
Ducted System
• Replace the batteries in the remote control.
• Check the meter box to ensure the safety switch has not tripped. If the safety switch continues to trip when the system is turned on, contact your property manager.
• Ensure that the return air vent is clean and free of dust build-up. This can be cleaned with a vacuum with a brush head attachment.
If issues persist after troubleshooting, please contact your property manager.
Termite Management
Termites in properties can cause major damage.
To assist us with termite management, we ask that you report any unusual mud build-ups or mud tracks around the property.
Typically, once per year properties are checked for Pest Control to help avoid this issue.
Roof Leaks
In the event of a roof leak, ensure that your possessions are moved away from the area and, where possible, place a bucket or similar item under the leak to limit the damage to the property.
Contact your property manager as soon as possible.
Note: please be aware, due to safety issues, the tradespeople are not able to get onto a roof in the rain. They will observe the situation and return at another time to fix the issue.
After Hours Urgent Repairs and Maintenance
After Hours Urgent Repairs and Maintenance
After Hours Contact - 0434 318 140
Please refer to the list below on what is an urgent repair/ reports.
• Fire
• Gas leak
• Dangerous electrical fault
• Flooding or serious floor damage
• Serious storm, roof leak or fire damage
• Failure or breakdown of the gas, electricity or water supply to the property
• Failure or breakdown of any essential service for hot water, heating or cooling
• Burst water service or water pipe
• Blocked or broken toilet
Please leave a voicemail with your name, property address and maintenance issue, so the property manager is able to arrange a trade.
The property manager will call back in a timely fashion. If you don’t leave a message, they will not call back.
If the issue has been caused by the tenant, it can be their responsibility to pay the callout fee and other fees involved.
Please note, the after hours emergency mobile is staffed by a property manager. You can leave a message at any time, however the property manager may not answer or be able to attend to your call before 8am or after 8pm. If the issue can be held off to the next business day, please email your property manager.
Trade Access
After maintenance has been organised, both urgent and non-urgent, our trades will need to gain access to the property to sort out the issue.
Our trades will contact you to arrange a suitable time and day to attend to the property.
Please ensure that either someone will be home to let them in, or that they are able to collect spare keys from the office.
Please note that trades will not attend to the property without your prior permission unless it is urgent, so we ask that you keep your phone handy until they call.
If the maintenance issue cannot be fixed in one go, the trade may have to pop back around.
They will contact both the office and you to arrange another time.
Routine Inspections & Pet Policy
Routine Inspections
Routine inspections are a regular inspection that we carry out at the property, we will take photos of each room and record down any maintenance that you may have.
Once you collect keys to your home, your first inspection will be in 3 months, you will then have an inspection every 6 months. Although some landlords may want 4 inspections per year, which is permitted in NSW.
The landlord may want to attend inspections with the property manager as well, this is so they can see how their investment is travelling and see if they need to make improvements, such as painting, laying new carpet or new appliance upgrades.
What we look out for at inspections:
• That the property is being maintained in a clean and tidy manner
• Check for any maintenance required
• Check there has been no tenant/pet damage
• Gardens - lawns are mown, edges maintained, garden beds and lawns are free of weeds
• Swimming pools are clean and free of debris
• Pet droppings are removed
Pet Policy
Unfortunately you cannot just bring home a furry friend, you do need to gain approval from your landlord.
You will need to email your property manager with information on your pet you are wishing to bring home.
We will need to know:
• Breed/Type of Pet
• Size
• Age
• Inside or outside
If the pet is approved by the landlord, you will need to sign a Pet Lease Agreement before the pet comes home.
When vacating a property after having a pet, you will need to get the carpets professionally cleaned and a flea treatment done, providing a receipt upon handing keys back to the office.
Bringing Home an Unapproved Pet
If you bring a pet home without seeking approval from your landlord, this is a breach of your lease agreement.
You may be asked to remove the pet from the premises within a specific timeframe.
Lease Agreements & Vacating Your
Lease Variations
A lease variation is where one tenant moves out, or another tenant is added to the lease.
Before anyone moves into the property, the new tenant will need to submit an application and to be approved by the owner. If approved, a new lease will be written with the new tenant added to the agreement.
If one tenant is vacating the property, they will need to email their property manager with the date that they will be vacating the property.
A cost of $55 will be charged as a change of lease fee.
Breaking Your Lease
If you are wishing to vacate from your property before your tenancy ends, you are breaking your lease.
There are fees involved with breaking a lease.
The fee will depend on where you are in your fixed term lease.
For example:
If you are halfway through your 12 month lease, you will need to pay a break lease fee of 2x weeks rent.
You will need to email your property manager your vacate date, so they can prepare your vacate.
Vacating Your Property
Once you have emailed your property manager with either your break lease vacate date, or your tenancy has come to an end, you will need to prepare the home for handover.
You will be provided a vacate checklist once you have informed your property manager that you are vacating.
You will be required to hand the property over in the same condition (as a minimum) as it was handed to you at the beginning of your tenancy.
You have the option to clean the house yourself, but we do provide some cleaning companies which may make it easier.
If you have a pet, you will need to have the carpets professionally cleaned and the house treated for fleas.
On the day of your vacate, you will need to return your set of keys to the office by 5pm. If keys aren’t handed in on your vacate date, we are able to continue charging for rent until they are returned.
The property manager will conduct a final inspection, which you can attend if you wish.
Please let your property manager know if you would like to attend the vacate inspection.
If the property has been returned to its original state and all invoices and rent have been paid, the bond should be released within 1-2 business days.
Note: please remember your Rental Bond Account password and username as the property managers do not have access to these.
Tenant Information
Content Insurance
It is the tenants responsibility to insure their contents.
Bank Reference
At the beginning of your tenancy, you will be provided a 5 digit number.
We use this number to match your rental and water payments to your property, if this number isn’t used, it makes it very hard for the property managers to correctly allocate the money.
Vacate Cleaners
If you are short on time to clean your property ready to hand over, we have provided contact numbers below of professional cleaners who can help:
Fudz Mercury - 02 6049 0747
Delited Cleaning Services - 0407 004 227
Urgent Contacts
Fire - 000
Storm/Fire/Roof DamageSES - 132 500
Gas LeaksGas Leak Australia - 1800 427 532 (if the gas is leaking from the meter)
