tenancy handbook
your introduction & guide to renting with us
Congratulations on your approved tenancy! We’re delighted to welcome you and are confident that, like all our valued tenants, you’ll take great care of the property and meet your rental commitments with ease.
On behalf of your landlord, we extend our best wishes for a comfortable and enjoyable tenancy. A successful tenancy is a two-way partnership, and we’re committed to ensuring a smooth and positive experience for you.
Our Property Management Team is always here to assist you. If you have any questions or concerns, please don’t hesitate to reach out—we’re happy to help.
To make settling in as easy as possible, we’ve prepared a guide outlining key procedures and the services we offer.
We also welcome your feedback! Whether it’s a compliment or a suggestion for improvement, your input helps us continue to provide the highest level of service.
We look forward to supporting you throughout your tenancy.
To ensure a smooth start to your tenancy, please take a moment to review these important details:
Payment & No Cash Policy
Eaton Property operates a strict no-cash policy. Your initial payment must be made via the DEFT Payment System, a quick, secure, and easy way to pay your rent.
For your convenience, we also accept EFTPOS and credit card payments (excluding AMEX and Diners) at our office. Please note that we do not accept personal or company cheques.
Granting Possession of the Property
Access to your new home will be granted once the following conditions are met:
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Tenancy Start Date – Your lease has commenced as per your tenancy agreement.
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Initial Rent Payment – Your first rental payment has been received by our agency.
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Bond Payment – Your full bond has been paid through Rental Bonds Online.
Important: Early Access & Key Collection
For legal and security reasons, we cannot issue keys or grant early access to the property before your tenancy start date. This includes:
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Moving boxes in ahead of time.
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Allowing removalists to access the property before your official move-in date.
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Any other request for early access.
When your lease documents are ready, they will be sent to you for electronic signing.
Review Your Lease Agreement
Before signing, please carefully check all details in your Tenancy Agreement. We have also prepared a short video guide to walk you through the process and explain key clauses.
We look forward to welcoming you to your new home! Our Property Management Team is here to help if you have any questions.
You must respond to this initial email acknowledging you've watched the induction video, read the lease and understand your obligations as a tenant.
your tenancy induction - what you need to know
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moving into your rental property
We’re excited to welcome you to your new home! To help you get settled, please review the following important details:
Change of Address
Remember to notify all relevant organisations of your change of address, including:
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Financial institutions
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Road and licensing departments
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Any other important contacts
Contact Details
Once your new contact details are available (such as a landline phone number or postal address if different from the rental property), please email these details to our Property Management Team. This helps us stay in touch and ensure seamless communication throughout your tenancy.
Keys & Security
If you need to make additional copies of keys, please note:
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All keys provided at the start of your tenancy, as well as any extra copies made during your tenancy, must be returned when you vacate the property.
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If you wish to change the locks, you must first obtain our permission. If approved, you are required to provide us with a full new set of keys for property access.
Bond Payment & Lodgement
Your bond will be lodged with Rental Bonds Online. You’ll need to:
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Accept the terms and make the bond payment before receiving your lodgement number.
Property Condition Report
You will receive a Property Condition Report at the start of your tenancy. Please ensure:
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You review, sign, and return the amended copy to us within 7 days of your tenancy start date.
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If the report is not returned within this timeframe, the original inspection report will be used for end-of-tenancy comparison, even if you do not agree with the original findings.
Tenant Contents Insurance
It is essential to have your own Tenant Contents Insurance. Please note:
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The property owner’s insurance does not cover your personal belongings.
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In the event of damage or loss due to circumstances such as fire, storm damage, or power outages, your possessions will not be covered by the owner’s insurance.
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Examples include:
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Fire damage caused by an electrical fault in the building.
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Spoilt fridge/freezer goods due to power outages.
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Damage caused by a fallen tree during a storm.
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Having quality tenant contents insurance protects your belongings in these scenarios. We recommend checking with your chosen insurer to understand the coverage they provide.
We’re Here to Help
If you have any questions or need further assistance as you settle in, our Property Management Team is always ready to help.
We wish you a comfortable and happy stay in your new home!
online portal and utility connections
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video inspections for a clear & hassle-free tenancy
At Eaton Property, we conduct both entry and exit video inspections to clearly document the condition of your rental property at the beginning and end of your tenancy.
Our detailed video inspection captures the property’s current state and highlights any existing damage. This video, along with your Property Condition Report, will be included in your Tenant Pack and shared with you via a secure video link.
Please store this information safely—you may need to refer to it when it’s time to vacate.
Our goal is to make the vacating process as smooth as possible, supporting a straightforward bond return and peace of mind for you.
during your tenancy
Repair Requests
Emergency Repairs
If an urgent repair is required, please contact your Property Manager immediately.
Emergency repairs are issues that could cause harm or significant damage, such as:
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A burst water pipe or major leak
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A blocked or broken toilet (only if there’s one in the property)
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A gas or serious roof leak
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Electrical faults
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Flooding or major storm/fire damage
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Breakdown of essential services (gas, electricity, water supply)
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No hot water, heating, or cooling
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Stove or oven not functioning
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Any fault that makes the property unsafe or insecure
After-Hours Emergency Repairs
If something urgent happens outside office hours:
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Try contacting your Property Manager first.
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If they are unavailable, refer to your Tenancy Agreement or the Trades Guide in your Tenant Handbook for recommended contractors.
Please ensure the repair is truly an emergency—non-urgent callouts after hours may result in charges to you.
Logging a Repair Request
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All non-urgent repair requests must be submitted via our website.
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We'll keep you updated by email and SMS as your repair progresses.
Smoke Alarms
Smoke alarms are a legal safety requirement and must be kept in working order.
Landlords are responsible for:
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Annual checks of smoke alarms
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Replacing batteries each year (or as recommended for lithium models)
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Ensuring all alarms are functional
Tenants must:
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Notify us immediately if an alarm isn’t working
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You may replace a battery, but you must inform us once you’ve done so
A smoke alarm is considered non-functional if:
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It’s been removed
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It fails to operate (e.g. flat battery)
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It’s malfunctioning due to dust, insects, or corrosion
Routine Inspections
Your property will be inspected:
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Around three months into your tenancy
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Then, approximately every six months thereafter
You’ll receive advance notice via email and SMS, including the date and time.
Purpose of inspections:
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To confirm the property is being well-maintained
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To identify and report any required repairs
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To make recommendations to the landlord
Photos may be taken of the property and any repair items, but rest assured, we do not photograph tenant possessions.
If you're unwell, we can arrange a virtual inspection—just let us know in advance.
For anything you're unsure about, don’t hesitate to reach out—our team is here to help every step of the way.
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routine inspection guide - what we look out for at inspections
At Eaton Property, we conduct thorough inspections to ensure properties are maintained to a high standard, benefiting both tenants and landlords. Here’s a helpful checklist to prepare your home for inspections.
Inside the Property
We kindly ask that the following areas are attended to before your inspection:
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Walls, light switches, doorways and doors are free from marks
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Carpets are clean and stain-free
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Windows and screens are clean and intact
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Kitchen is clean, including the oven and stovetop (no burnt-on residue)
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Shower, bathroom, toilet, and laundry areas are spotless, including tiles
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All rooms and areas are accessible (not locked or obstructed)
Outside the Property
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Lawns are freshly mowed, edged, and well-maintained
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Gardens are tidy, weed-free and presentable
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Rubbish and grass clippings are removed
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No unregistered vehicles or car bodies on-site
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Driveways, garages and carports are free of oil stains
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Garages, storerooms and all outdoor areas are accessible
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Pools/spas are clean, with clear water and tidy surrounds
If You Have an Approved Pet
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All droppings must be picked up and removed
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Any pet-related damage or mess is to be repaired or cleaned up
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Dogs must be properly restrained for the inspection
Rent Reviews
Rent reviews typically take place at lease renewal time and are guided by current market conditions.
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No rent increase can occur during a fixed-term lease unless specified in your agreement
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60 days’ written notice is required for any proposed rent increase
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If you believe an increase is excessive, you may apply to the Consumer, Trader and Tenancy Tribunal within 30 days of receiving the notice
Lease Renewals
If your rent has been paid on time, the property is well cared for, and the owner wishes to continue the tenancy, we will contact you with renewal details.
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We’ll outline whether a new lease term will be offered, and under what conditions
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Once received, please confirm in writing whether you wish to accept the renewal or intend to vacate
If we don’t hear from you, your tenancy will automatically continue on a periodic (rolling) basis, under the same terms and conditions—unless we advise otherwise (e.g. rent increase or notice to vacate).
If you have any questions or need assistance with preparing for an inspection, rent review, or renewal, our team is here to help.
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landlord mail & contact/changing of tenant
Changing or Adding a Tenant to Your Lease
We understand that circumstances change, and sometimes a new co-tenant may need to move in or an existing one move out. To help make this process smooth and efficient, please follow the steps below.
Requesting Permission
Before any changes can be made to the lease, written permission must be obtained from the landlord. Our team will help facilitate this, but we need the following documentation to get started:
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A letter from the vacating tenant, confirming their intention to leave and stating that the remaining tenant/s will take responsibility for rent and bond.
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A letter from the remaining tenant/s, acknowledging the change and confirming their full responsibility for the property and ongoing rent.
Once we’ve received both letters, we will seek the landlord’s approval to update the Residential Tenancy Agreement accordingly.
Required Forms & Process
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A Change of Shared Tenancy Notice will be issued. All tenants must complete this form and return it to our office.
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An appointment must be arranged with your Property Manager to remove the vacating tenant from the lease formally. Both the vacating and remaining tenants must attend and sign the updated agreement.
Introducing a New Tenant?
If a new person is moving in to replace the vacating tenant, they will need to:
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Complete a rental application, available from our office or on our website
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Be approved by the landlord before moving into the property
Please note, approval may not be granted if:
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It results in overcrowding
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The applicant appears on a tenancy blacklist or bad-tenant database
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The number of occupants exceeds what’s permitted under the lease
Landlord Mail
Any correspondence or mail addressed to the property owner (whose name appears on your lease) should be forwarded to our office for handling.
For assistance or to begin the process, don’t hesitate to reach out to our Property Management Team. We’re here to ensure transitions are as seamless as possible for you and your housemates.
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your rent payments
Zero Tolerance Policy on Late Rent Payments
At Eaton Property, we take great care in our tenant selection process. We approve tenancy applications only when we are confident that rent will be paid on time, every time. Despite this, there may be occasions where a tenant falls behind in their rent.
While we cannot always predict who may experience financial difficulty, it is important that every tenant understands our Zero Tolerance Policy for late rental payments.
Rent Must Be Paid in Advance
Rent is required to be paid in advance at all times. If your account falls into arrears, we are obligated to act promptly. We do this to protect both the property owner’s interests and the integrity of your tenancy.
Our approach involves proactive contact, including phone calls, text messages, emails and written correspondence. While this may feel uncomfortable, our priority is clear communication and resolving the issue swiftly.
If You’re Having Trouble Paying Rent
If you are experiencing financial difficulty or anticipate that you may fall behind, please contact your Property Manager immediately. We are here to help and can discuss possible short-term solutions before formal action becomes necessary.
Our Arrears Management Process
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3 Days in Arrears: A reminder via phone, SMS or email will be sent.
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8 Days in Arrears: A formal breach notice will be issued to you and the landlord will be informed.
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15 Days in Arrears: A Termination Notice will be issued, giving 14 days’ notice to vacate.
If the Termination Notice is not complied with, we will proceed to lodge the matter with the Consumer, Trader and Tenancy Tribunal.
All contact and follow-up actions are recorded in your tenancy history. Repeat breaches can result in the non-renewal of your lease and may impact your rental references.
Ongoing Late Payments
Tenants who are consistently behind in their rent, despite our efforts to assist, may not be offered a lease renewal. In such cases, a poor performance reference may also be provided to future landlords or agents upon request.
TICA Tenant Database
We are a member of TICA, a national tenancy database used to record tenant performance. This database holds details of both defaulting and outstanding tenants, and is commonly accessed by real estate agents across Australia and New Zealand.
Listings in this database can affect your ability to secure future rental accommodation, which is why we strongly encourage all tenants to maintain timely rent payments.
You can find more information at www.tica.com.au.
If you have any concerns or questions about this policy or your current rent payments, please don’t hesitate to contact your Property Manager. We are committed to supporting our tenants while maintaining fair and consistent standards.
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your rent payments - how do we collect rent?
BPAY® - via your financial institution
Payments from your cheque or savings accounts can be made via BPAY. BPAY payments are made through your financial institution’s phone or internet banking service.
The biller code for your BPAY payment is 4481, and your reference number is your *DEFT reference number, which is located within the leaflet provided.
It is important that you don’t discard the provided leaflet as it contains your own personal *DEFT Reference number that can
be easily removed and placed in your wallet for easy access. This reference number must be used for all your rental payments.
CREDIT CARD – via DEFT Online and DEFT Phonepay
To make a payment online, simply go to www.deft.com.au and enter your DEFT reference number* under the “Make a Payment” section (this will take you to the Credit Card Payment page).
Complete all the details and click “Continue” to process the payment. To pay your rent by credit card, there is no need to
register before making payments. A surcharge for credit card payments does apply.
Your DEFT reference number can be found in the ‘easy way to pay your rent’ brochure provided.
If you don’t have access to the internet and would prefer to make a payment via DEFT Phonepay, please call 1300 30 10 90 and
follow the prompts.
Once payment has been made, you will be given a transaction confirmation number, which you should record as proof of your
payment.
For your convenience, both the phone and internet payment options allow you to schedule recurring weekly, fortnightly,
monthly or quarterly rental payments in advance. So you can ‘set and forget’ your rental payments
Paying Your Rent into the Office
We ask that you only pay your rent as agreed on your tenancy agreement and as discussed in your tenancy induction. Unless
specifically requested, we are unable to accept rent payments at our office, cash or otherwise. Initial payments exempt.
Dishonored Payments
Should your rent payments dishonour and bounce back, we will ask you to pay any bank dishonour fees to us within 7 days. Your Property Manager will notify you should this occur.
Understanding Calendar Monthly Payments
Should you be requested to pay by calendar month, it is important to understand that the term ‘calendar month’ does not refer to 4 weeks or 28 days. As each month has either 28, 30 or 31 days, then a calendar monthly amount is more than 4 weeks' rent.
To calculate this evenly, we use this simple calculation.
Weekly Rent divided by 7 days = Daily Rent
Daily Rent x 365 days = Yearly Rent
Yearly divided by 12 months = Calendar Monthly Rent
This calculates 12 equal calendar monthly payments, which will be due on the same date each month (i.e. the 15th of each month) instead of the same day (i.e. every second Friday) as is the case with fortnightly payments.
Please note that a calendar month payment is approximately 4.33 of a week’s rent.
Understanding ‘Rent in Advance’
Please ensure your rent is always paid in advance. Some tenants find this concept hard to understand, and some mistakenly believe that the first 2 weeks' rent paid is held in trust for use at the end of tenancy, like a bond.
It is important to note that the first 2 weeks' rent paid is for your first 2 weeks of tenancy.
The rent-in-advance concept is simple to understand. If you go into a shop and select a can of drink from the fridge, open the can, drink the contents, and then walk to the counter to pay, you would agree that you might find the store owner not pleased with your actions! The right thing to do is to pay for the can of drink first, then consume the contents after paying.
Paying rent in advance works exactly the same way. You purchase the time period in advance, and then consume the time period by dwelling in the property. Once the time period is finished or consumed, you then pay for the next time period again before using it, by continuing in the lease and dwelling in the property. This is the meaning of rent in advance.
taking care - inside the property
At Eaton Property, we believe in creating a positive, respectful relationship with our tenants. Taking good care of your home ensures comfort for you and helps maintain the value of the property. The following guidelines outline your responsibilities to ensure everything runs smoothly during your tenancy.
Lost or Misplaced Keys
If you misplace your keys during business hours, you’re welcome to visit our office to borrow our spare set. If the office is closed, you’ll need to contact a locksmith at your own expense.
IMPORTANT: Most modern flyscreens can only be removed from inside the property. Forcing them from the outside will damage the frame and result in repair or replacement costs, often higher than a locksmith’s callout fee.
Property Damage
If any damage occurs to the property, please notify us immediately, or on the next business day if it occurs over a weekend or public holiday.
Noise and Disruption
We ask that you and your guests show courtesy to neighbours at all times. Please avoid loud music, parties, or noise that may disturb others, especially in units and apartments where properties are in close proximity.
Even casual conversations or car door slamming late at night can be disruptive—please consider others as you move about the premises.
Air Conditioners
Regularly clean filters and vents to prevent dust buildup. Blocked filters can reduce efficiency and lead to breakdowns. If damage occurs due to poor maintenance, repair or replacement costs may be passed on to you.
Fireplaces
Fireplaces are not to be used unless written permission is provided. Some are ornamental or have sealed chimneys. If approved, a spark guard must be used at all times to prevent burns or ash damage to flooring and carpets.
Pot Plants and Aquariums
Please keep pot plants outside. Indoors, they can cause moisture damage, stains, indentations, or carpet rot—even with trays underneath. Similarly, aquariums can damage flooring, rust surfaces, and leave permanent indentations on carpets.
No Smoking Inside
All Eaton Property homes are strictly non-smoking indoors. If smoke odours or staining are detected, professional cleaning and deodorising—often at significant cost—will be charged to the tenant.
Painting and Fixtures
Tenants are not permitted to paint the property. Any painting must be done by a professional, with prior written approval from the landlord.
If you wish to install any fixtures or fittings, please submit your request in writing. Approval must be granted before any changes are made.
Smoke Alarms
If a smoke alarm appears faulty (beyond battery replacement), notify us immediately. Your safety is our priority, and working alarms are essential.
Picture Hooks
To install picture hooks, send us a written request including the type of hook and a diagram or floor plan of the proposed locations. We’ll confirm suitability based on wall surfaces and respond with written approval.
Curtain and Drapery Care
Before cleaning curtains or nets, check the care label. While many are machine washable, some require dry cleaning. Test for brittleness by gently pulling the fabric. If it disintegrates easily, avoid washing and let us know.
We’re here to ensure your home remains a pleasant and safe place to live. Please contact your Property Manager if you have any questions or need clarification on any of the above points.
Cracking and Structural Movement
If you notice any cracks in walls or ceilings, or signs of structural movement, please let us know as soon as possible. Even if these cracks were noted at the beginning of your tenancy, it’s important to report any changes—particularly if they appear to be worsening or increasing in size.
You can report these in writing at any time, or point them out during your routine property inspection.
Termite Activity
Termites can cause serious damage to properties in a very short time. Please keep an eye out for signs such as:
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Timber that feels soft, brittle, or sounds hollow when tapped (especially in door frames, skirting boards, or roof timbers)
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Mud tracks or deposits along walls or timber surfaces
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Blistering or bubbling paintwork—this may indicate termites behind walls, as they sometimes eat through plasterboard or gyprock up to the paint surface
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Visible termites or discarded wings
Other factors that may attract termites include:
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Firewood or wooden furniture stored against or near the house
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Damp areas around the property, including leaking garden taps or poor drainage
If you observe any of these signs or suspect termite activity, please notify us immediately so we can arrange a professional inspection.
Protecting the home from structural issues and pest damage is a shared responsibility. Your vigilance helps us maintain the property to a high standard and ensures your ongoing comfort and safety.
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general cleaning
Maintaining a clean and well-presented home is not only a condition of your tenancy agreement—it also makes for a more enjoyable living environment. At Eaton Property, we ask that all tenants keep the property reasonably clean throughout the duration of their lease.
Below are key areas to focus on:
General Cleanliness
Please ensure the following areas are kept clean and in good condition:
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Walls, doors, skirting boards, power points & switches
Keep free of scuff marks, dust, and fingerprints. -
Dusting & cobweb removal
Regularly remove cobwebs from corners, windows, and ceilings. Keep air vents, ceiling fans and light fittings dusted. -
Curtains & blinds
Clean blinds and dust curtains regularly. Where suitable, curtains and netting should be dry cleaned or machine washed annually (check care labels first). -
Windows, sills, tracks & flyscreens
Keep these areas dust-free and clean. Many modern windows can be lifted out for easier cleaning—lift the window upward at the base and slide out carefully. -
Floors
Sweep and mop regularly. Kitchens and wet areas may need extra attention, including scrubbing of tiles and grout. -
Ventilation
Ensure proper airflow throughout the home to help prevent condensation and mould, especially in cooler or more humid months. -
Wet areas (bathrooms, laundry, toilet)
Keep tiles and grout free from soap scum, grime and mould to preserve cleanliness and hygiene.
Carpet Cleaning
Carpets should be professionally cleaned every 6 to 12 months, particularly after winter or extended periods of wet weather.
We strongly recommend using a professional steam cleaner, as DIY hire machines often leave excess moisture and residue behind, which can lead to damage or odours.
Even if you’ve used certain rooms minimally, professional cleaning is still required upon vacating. We often compare it to borrowing a shirt—even if only worn briefly, it’s expected to be returned clean for the next person.
Please present a receipt from a professional carpet cleaner when you vacate the property.
Keeping your home clean ensures a comfortable space for you and leaves the property in excellent condition for future tenants.
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general cleaning - in the kitchen
Your kitchen is one of the most frequently used areas in the home. To help keep it in excellent condition, please follow these important care guidelines:
Chopping Boards
Always use a chopping board when preparing food. This prevents unnecessary cuts and damage to benchtop surfaces.
Benchtop Joins
If you notice any joins in the benchtop starting to separate, lift, or bulge—particularly near sinks—please notify us immediately.
These signs may indicate water ingress, which can cause the chipboard beneath to swell and become permanently damaged.
Grouting, Tiling & Taps
Keep an eye on:
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Loose or missing grout or silicone around tiles, especially near water sources
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Leaking or dripping taps
If moisture penetrates behind tiles or into benchtops, it can cause serious and costly water damage. Please report any issues via a maintenance request as soon as possible.
Oven & Stove Tops
Regularly clean stove tops, ovens, and grillers to avoid the build-up of burnt-on food and carbon. Over time, crumbs and spills can harden and become very difficult to remove.
Tips for cleaning:
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Use appropriate spray-on oven cleaners
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Always read product labels and follow instructions
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Wear gloves and ensure good ventilation when using strong cleaning products
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Avoid using scourers on enamel or stainless-steel surfaces, as they may cause scratching or permanent marks
Exhaust Fans, Vents & Rangehoods
Please clean:
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Rangehood filters regularly to ensure effective operation
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Exhaust fan covers to remove dust and grime
For a deeper clean, filters can be carefully removed and soaked in hot, soapy water. Exercise caution when detaching and reinstalling these parts.
Cupboards & Drawers
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Wipe up any spills promptly—particularly sauces and liquids that may stain white lining
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Clean shelving, cupboard doors, and drawers at least once a year
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Store pantry items in sealed containers to deter insects, rodents, and contamination
Dishwashers
If your property includes a dishwasher, please keep it clean by regularly removing food debris and checking for build-up around the filters. This ensures hygienic use and helps the appliance run efficiently.
A clean and well-maintained kitchen makes for a healthier, more enjoyable home. Thank you for taking pride in your space.
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general cleaning - in the wet areas (bathroom, toilet & laundry)
Maintaining a functional and safe bathroom environment is essential. Please take a moment to review the following important points regarding your responsibility as a tenant and when to notify us.
Shower Screens
If you notice any cracking in the glass of your shower screen or door, please notify us immediately.
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Wired glass may crack due to thermal stress from fluctuating temperatures.
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Toughened glass generally only cracks from physical impact.
Please note: If damage is caused by impact, the cost of repair may be the tenant’s responsibility.
Blocked Sinks & Drains
If a basin or sink becomes blocked:
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First, try a commercially available drain cleaner (e.g. Draino), and follow the product instructions carefully.
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If the blockage persists, please submit a maintenance request so we can arrange a plumber to attend.
Foreign Objects in Drains
Please take care to avoid:
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Children placing toys or items down sinks or toilets
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Flushing foreign objects, such as sanitary products or wipes
If a plumber attends and it’s found that a blockage was caused by a foreign object, the cost of the service may be passed on to the tenant.
Loose Tiles
If you notice any tiles becoming loose, particularly around the shower recess, laundry trough, or wall splashbacks, please report this as soon as possible. Loose tiles can allow moisture into the walls and lead to further damage.
Wall Water Damage
Please alert us immediately if you notice:
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Bubbling or blistering paint
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Dampness or water staining on walls adjacent to wet areas (showers, basins, etc.)
This may indicate a leaking pipe, a failed waterproofing membrane, or loose tiles—all of which require prompt attention to prevent major structural damage.
Leaking Taps
Report any leaks from:
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Tap heads or handles
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Washing machine taps, especially if they only leak when the machine is connected
Persistent leaks can waste water and may damage cabinetry or flooring over time.
Leaking Toilets
If water is constantly trickling into the toilet bowl, this usually signals a worn cistern washer. Not only does this waste water and increase your bill, but it can worsen over time.
Also, check the tap behind the toilet—if it’s leaking, it needs to be reported for repair.
Hot Water System Leaks
Please inspect your hot water system regularly. Notify us if:
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Water is leaking from the valve—this is often a simple repair
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Water is leaking from the base of the unit—this may indicate internal rust, and the unit may need replacing
Thank you for being proactive in maintaining the property. Prompt reporting helps prevent costly damage and ensures a safe, comfortable living environment.
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general cleaning - taking care outside the property
Thank you for helping maintain the outdoor areas and shared living environment to a high standard. The following outlines key responsibilities and expectations for garden care, water use, swimming pools, and pet ownership during your tenancy.
Water Usage & Restrictions
Please ensure you are familiar with current water restrictions in your area.
Refer to https://www.watercorporation.com.au/Waterwise for the latest updates.
Watering Gardens and Lawns
Watering must be carried out within the guidelines of current restrictions. However, maximum permitted watering is encouraged to preserve garden health.
Avoid mistakenly assuming a total ban unless officially advised.
Watering Systems
If you have an irrigation system, please:
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Check that it operates correctly and is leak-free
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Only use it if permitted under current restrictions
Garden & Lawn Care
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Weeding and Trimming: Tenants are responsible for weeding garden beds, lawns, and paved areas, as well as trimming bushes and shrubs.
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Lawn Maintenance: Lawns must be regularly mowed and edged. If you’d like assistance, we can recommend a local mowing service (at tenant cost).
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Hoses and Fittings: Any hoses and attachments provided must be kept in good condition and returned undamaged at the end of the tenancy.
Rubbish Disposal
Rubbish and household waste must be placed in council bins and collected weekly (or as required).
This includes:
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Lawn clippings, drink bottles, tyres, and car parts
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General junk or clutter must not accumulate
Visit your local council website to check bin collection days and services in your area.
Driveways, Vehicles & Oil Drippage
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Oil Leaks: Cars parked on driveways, in garages or under carports must use a drip tray—unless it is certain the vehicle does not leak oil.
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Any stains must be cleaned immediately.
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Visitors’ cars leaking oil must not be parked on the property.
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Permanent oil stains may result in compensation being sought.
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No Parking on Gardens or Lawns: Vehicles are not to be parked on lawns, garden beds or any non-designated parking areas.
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Damage to turf, plants, or soil (including oil contamination) will be charged to the tenant.
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Swimming Pools and Outdoor Spas
If your rental includes a pool or spa, the following responsibilities apply (unless otherwise arranged in writing):
Cleaning & Maintenance
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Tenants are responsible for regular cleaning, chemical balancing, and general upkeep.
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Neglect may result in additional cleaning costs at tenant expense.
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Pools must be topped up as needed—do not empty the pool or spa without written approval.
Water Level & Equipment Care
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Water must stay at least halfway up the skimmer box to prevent pump damage.
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Skimmer baskets should be emptied weekly, or more often if surrounded by trees.
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Cleaners (manual or automatic) must be emptied of debris regularly.
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Vacuuming must be done with the pump on and air pockets eliminated to protect the pump.
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Pool chemicals are to be supplied and paid for by the tenant.
Covers, Furniture & Accessories
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Pool covers, equipment and outdoor furniture must be kept in good condition.
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Store covers out of the weather and direct sunlight when not in use.
Fencing & Safety Gates
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Notify us immediately if pool or spa fencing or gates are faulty or do not self-close.
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Pool safety regulations must be upheld at all times.
Pets at the Property – Terms of Approval
Where permission is granted to keep a pet, the following strict conditions apply:
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Keep outdoor areas clean and free from animal droppings
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Pets are not permitted inside the residence
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Tenants must repair any damage caused by the pet
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Permission applies only to the specific pet listed on your tenancy agreement—no pet-sitting, substitutions, or breeding permitted
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Noise or nuisance complaints must be addressed immediately
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A lease may include mandatory carpet cleaning and pest control as part of your vacate requirements
Failure to comply may result in the revocation of pet approval and possible further action.
We thank you for your care and cooperation in maintaining the property to a high standard.
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your safety - children, windows, balconies & hazards
At Eaton Property, your safety—and the safety of your family, guests and visitors—is a top priority. Please take a moment to review the following guidelines to ensure your property remains a safe and secure environment.
Curtains, Blinds & Cord Safety
Blind and curtain cords pose a serious strangulation risk to children, particularly those under six years of age. NSW Fair Trading urges all households to take the following precautions:
Four Key Steps to Keep Children Safe
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Inspect cords: Regularly check all curtain and blind cords at home and when travelling. Ensure they are well out of children’s reach.
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Secure loose cords: Fit safety cleats to wind cords out of reach, or cut loops and attach tassels to each end.
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Choose compliant products: New blinds and curtains should carry visible safety labels and come with cord-securement devices.
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Rearrange furniture: Keep cots, beds, highchairs and climbable furniture away from windows and cords.
Window & Balcony Safety
Approximately 50 children in Australia fall from windows or balconies each year, with many suffering serious injuries or worse. To help prevent accidents:
Window Safety
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Restrict openings: Windows should not open more than 12.5 cm unless guarded or restricted by child-safe latches.
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Reposition furniture: Remove climbable objects (e.g. beds, chairs) from window areas.
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Install safety film: If safety glass isn’t present on low windows, apply shatter-resistant film to reduce injury risk.
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Do not rely on flyscreens: These are not strong enough to prevent falls.
Balcony Safety
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Secure access: Keep balcony doors locked when not in use.
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Check railings: Modern safety standards require balcony railings to be at least 1 metre high, with gaps no wider than 12.5 cm. Older buildings may differ—extra care is essential.
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Limit climbability: Keep pot plants, lightweight or climbable furniture away from edges. Avoid placing objects that can be dragged to railings.
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Be vigilant when visiting others: Always assess balcony and window safety when in unfamiliar homes.
For more information, visit:
🟢 NSW Health – Child Safety
🟢 Kidsafe NSW
Your Safety at the Property
In addition to child-specific hazards, please be alert to general safety concerns. If you observe anything potentially unsafe, contact your Property Manager immediately in writing.
Examples of Safety Hazards to Report
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Exposed electrical wiring or faulty power points/switches
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Unusual smells (especially gas odours)
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Trip hazards – e.g. broken pavers or loose floorboards
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Dangerous or toxic plants in the garden
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Bee swarms or nests, especially in spring
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Loose balcony railings, stairs, or timber decking
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Loose or malfunctioning locks on doors or windows
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Cracked windows or faulty window locks
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Cleaning high ceilings or light fittings without proper equipment
Never attempt repairs yourself, especially anything involving electrical, gas, or structural components.
By staying aware and reporting hazards early, you’re helping to maintain a safe and comfortable home for everyone.
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strata titles/body corporate
Living in a strata-titled property means being part of a shared community. Strata schemes operate much like small neighbourhoods, and the behaviour of each resident can significantly impact the comfort and enjoyment of others.
To ensure smooth, harmonious, and dispute-free living, strata by-laws are in place. These rules govern the use of common property, resident conduct, noise levels, parking, and more. They are legally enforceable and designed to preserve the integrity and functionality of the community.
Understanding Common Property
Common property refers to areas shared by all residents, such as gardens, stairwells, corridors, driveways, and bin enclosures. Please note the following:
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Moving Furniture: If you need to move large items or park a vehicle temporarily for this purpose, approval from the strata/body corporate is required. In some cases, this may not be allowed at all.
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Gardening: Planting or maintaining your own garden or vegetable patch in common areas is not permitted.
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Obstruction: Do not block pathways or accessways—common property must remain freely accessible to all residents.
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Children's Safety: Children must not play in common areas or near potentially hazardous zones (such as bin enclosures or driveways).
Parking Regulations
Parking is often limited in strata complexes, and clear rules are in place to ensure fairness:
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Only use your allocated bay: You and your guests may only use the parking spaces specifically assigned to your unit.
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No visitor parking?: Some complexes do not permit visitors to park on-site. Please confirm with your strata manager or refer to signage.
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No unauthorised use: You must not use another resident’s bay under any circumstances.
Noise & Behaviour
Everyone is entitled to peaceful enjoyment of their home. To help maintain a respectful and considerate environment:
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Keep noise to a minimum, especially during early mornings, evenings and weekends. This includes TV volume, music, conversations, and general activity.
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Offensive or inappropriate behaviour is strictly prohibited, particularly in shared spaces.
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Rubbish and cleanliness: Do not leave rubbish, dirt, or personal items in common areas. These must be kept clear and clean at all times.
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Dress code: You must be appropriately clothed when in common property areas.
Responsibility for Visitors
As a resident, you are responsible for the actions and conduct of your guests:
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Ensure visitors follow all by-laws, including parking, noise levels, and respectful conduct in communal spaces.
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Quiet access: Guests should arrive and leave quietly, particularly when moving through common areas such as corridors, car parks, and stairwells.
Living in a strata complex offers many benefits—but it relies on mutual respect, communication, and cooperation. By observing the by-laws and setting a positive example, you're contributing to a safe and pleasant community for everyone.
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vacating the property
If you are preparing to vacate the property, please note the following important procedures and requirements. In all cases, notice to vacate must be submitted in writing.
Ending a Fixed-Term Tenancy
If you wish to move out at the end of your fixed-term agreement:
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A minimum of 14 days’ written notice is required.
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This notice must be received by our office no later than the final day of your fixed term.
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The notice period begins on the date we receive your written notice, not the date it is posted or sent.
Ending a Periodic (Continuing) Tenancy
If your fixed term has ended and your agreement has moved to a continuing (periodic) basis:
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A minimum of 21 days’ written notice is required.
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Again, the notice period commences from the date we receive your notice, not the date it is sent.
Breaking a Fixed-Term Lease Early
If you need to vacate before the end of your fixed-term lease, mandatory break fees will apply. These fees are calculated based on how much of the lease has passed:
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Four weeks’ rent: if less than 25% of the lease has expired
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Three weeks’ rent: if 25% to less than 50% has expired
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Two weeks’ rent: if 50% to less than 75% has expired
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One week’s rent: if 75% or more has expired
These fees are legislated and form part of your lease agreement.
Getting Your Bond Back Quickly
To ensure a smooth and prompt bond refund process, the following conditions must be met:
1. Rent Paid in Full
Ensure all rent is paid up to the vacate date.
2. Property Condition
The property must be:
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Fully cleaned, including professional carpet cleaning where applicable
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Lawns and gardens restored to their original condition
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Cleared of all rubbish and personal belongings
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Presented in a manner consistent with the ingoing condition report
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Ready for and passed at the final inspection
Refer to the Final Vacate Checklist at the end of this handbook for guidance.
3. All Accounts Settled
Ensure any outstanding payments are made, including:
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Water usage
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Damages or compensation (if applicable)
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Lease break fees or cleaning charges
4. Return of Keys
All keys, garage remotes, and access cards must be returned to our office by your vacate date.
Important: Delays in bond refunds are almost always due to one or more of the above conditions not being met. To avoid inconvenience, we strongly recommend careful preparation and timely communication.
Ensuring a smooth and stress-free end to your tenancy starts with understanding your responsibilities. The following guidelines are designed to help you avoid delays, disputes, or unnecessary costs.
Outstanding Rent
Important: It is against tenancy legislation to withhold rent with the expectation that it will be deducted from your bond.
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Your rent must be fully paid up to the date you vacate.
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Your bond is not a substitute for rent and must remain intact for potential claims such as cleaning or damages.
Cleaning Requirements
We strongly recommend referring to the ‘Getting the Property Ready for Vacating’ checklist included in this handbook.
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After moving, fatigue can often result in overlooked areas. To avoid delays or additional costs, consider engaging a professional cleaner.
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Inadequate cleaning may result in extra charges and delays to your bond refund.
Professional Carpet Cleaning
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Carpets must be professionally steam cleaned.
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DIY machines often do not meet the required standard and may result in you having to pay for a second professional clean.
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Please provide a copy of the carpet cleaning receipt for our records.
Final Inspection Process
We can only conduct the final inspection after:
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The property is fully vacated
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Cleaning and gardening are completed
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All keys, remotes, and access items are returned
If you have booked a final inspection and will not be ready, please notify us immediately so it can be rescheduled.
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If you are unable to attend, your Property Manager will complete the inspection on your behalf.
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You will be contacted within 24 hours of the inspection to confirm the outcome.
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If items require rectification (e.g., cleaning), you will be given 24 hours to address them, or you may authorise us to organise this on your behalf.
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Any authorised work will be clearly itemised and deducted from your bond accordingly.
Outstanding Monies or Damages
All rent, water usage, break lease fees, and repair costs must be finalised prior to vacating.
Non-payment of rent or damages will result in your details being lodged with the TICA Tenancy Database, which may impact your ability to rent in the future.
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Even if debts are later paid, your record may remain for up to 5 years.It is in your best interest to ensure all outstanding amounts are cleared to avoid a negative rental history.
Eviction and TICA Listing
In the event of eviction, your tenancy details will be listed on the TICA database.
We prefer to avoid such outcomes and work closely with tenants to resolve issues proactively. Please contact us early if you’re experiencing difficulties so we can assist where possible.
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getting the property ready for vacating - checklist
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Mail Redirection - please ensure that all mail is redirected to your new address. You can complete a form with Australia Post to assist with this.
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Utilities - electricity, gas, phone, etc. Please ensure all accounts are advised and cancelled accordingly.
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Please leave the appliance manuals on the kitchen counter.
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Keys - please ensure you have all keys as handed to you at the start of the tenancy. Also, hand over any extra keys you have arranged to have cut.
Inside the Property
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Walls - please clean off any dirty marks, removable scuff marks, finger or food marks, etc.
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Ceilings - please remove any cobwebs.
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Ceiling mould - please clean off (particularly in wet areas and sometimes in bedrooms).
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Light fittings - clean off dust and remove any dead insects inside the fittings.
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Ceiling fans -wipe fan blades and tops of fittings to remove dust buildup.
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Skirting boards - wipe down with a damp cloth.
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Doorways, doors - wipe off finger marks and any other removable marks.
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Windows - clean inside and out. Please note - nearly all modern sliding aluminium windows can be lifted and pulled out for easy cleaning. Also, sills and runners (wipe out dust build up and any dead insects. A vacuum cleaner and paint brush can really help here).
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Flyscreens - brushed and dusted down. Please be aware that most modern sliding aluminium windows allow for the flyscreens to be taken off from the inside only, once the sliding part of the window has been moved first. Attempting to take them off from the outside may result in damaging them.
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Screen doors - front and back, including frames – wiped clean and screen wire brushed.
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Stoves - clean stove top, control display, knobs, panels around knobs, any pull out or in-built drip trays, griller racks, trays and any inserts, oven racks, trays and oven bottom, walls and oven roof. A good oven cleaner will clean most ovens - however it is of importance that you read carefully the instructions on the product. Some cleaners can actually hinder oven surfaces (like stainless steel), and also some products have dangerous caustic fumes. Therefore, use with extreme caution!
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Kitchen range hood - clean pull-out filters and framework.
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Bathroom - clean sink, mirror, cabinet, vanity unit and drawers, shower recess, glass screen and screen doors, bath and wall tiles. Please ensure both the sink and bath have a plug available.
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Toilet - clean cistern, seat, and bowl inside and outside around the base. Don’t forget the skirting tiles around the toilet.
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Laundry - clean both the inside and outside of the wash tub, and underneath. Please ensure a plug is present.
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Tiling -make sure all tiling and grouting in the kitchen, toilet, bathroom and laundry areas are clean.
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Exhaust - vents and Fan Covers are to be clean of any dust and dirt.
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Air-conditioners - front vents and filters cleaned of built-up dirt. Modern systems (Wall Type) - filters easily pull out and can be brushed down with a hand brush. If there is a ducted reverse cycle air-conditioner unit, the air intake filter should be cleaned. This is usually on the ceiling in the passage area.
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Air-conditioning ceiling duct vents - please clean down if dusty or dirty.
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Cupboards/drawers - please clean/wash inside and out. Also, doors and door frames, the front and back of doors, need to be cleaned.
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Curtains - wash any washable curtains and netting. If other curtains are visibly dusty or dirty, consider dry cleaning.
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Blinds - if you have venetian blinds, clean off the blind slats. Any other type of blinds should be able to be wiped down.
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Floors - floors are to be mopped/washed if needed. Please ensure corners and hard-to-reach areas are also cleaned.
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Carpets - please ensure the carpets are professionally cleaned. Be aware that using cheap ‘do it yourself’ carpet cleaning hire machines may initially save on cost, but in the long run, it may cost you a lot more as they generally do not have the power to get carpets properly cleaned. This can result in professional carpet cleaning still required after you have paid to hire a machine as well!
Outside the Property
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Lawns - freshly mowed and edged (best done a couple of days before the tenant takes possession).
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Gardens - remove any weeds, any rubbish and built-up leaves, etc.
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Guttering - please ensure that the gutters are freshly cleaned of any dirt/silt, leaves/twigs.
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Rubbish - remove any rubbish that you have placed at the property. Be sure to check behind sheds, under shrubs and trees. This includes lawn clippings piled and compost left.
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Paths - Sweep paths and paving areas.
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Oil spillage removal – check and clean carport and garage floors, paths and driveway. If you have used a barbeque, check for any grease spots and spillages etc.
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Cigarette butts - if there are cigarette butts lying around - please pick up and remove.
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Garages and tool sheds - please remove any items from inside and behind garages and tool sheds that belong to you, including rubbish.
If you have a pet
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Pet droppings - please remove from gardens, lawns and any out of the way areas. Please dispose of it in the bin – please do not bury it.
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Dog urine - remove/clean where your pet may habitually urinate (Base of walls, verandah posts etc.)
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Dog stains - on the outside walls. Check where your dog regularly lies down, there might be ‘tell tale signs’ on walls etc.
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Dog/Cat claw damage - check screen doors, flyscreens and curtains. Please replace the screen wire if required.
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Dog chew damage - please ensure watering systems are free of dog chew damage and are repaired accordingly.
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Pet hair - please ensure any visible pet hair inside is removed.
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Fumigation - if your lease stipulates fumigation, please ensure this is arranged.
recommended tradesperson list
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spread the word
Refer a friend
If you’ve been impressed with the service provided by the Eaton Property - Property Management Team, then we would love you to spread the word of your positive experience to your family and friends.
Imagine being able to save them the stress of managing their own properties or the frustration of poor property management services.
We have a great offer for your family and friends to experience the service for themselves. To take advantage of this offer, contact Jarrad Eaton, our Director of Property Management.
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property management customer service standard for tenants
Appointments
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We will arrive before the time specified for any appointment.
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For any delay created beyond our control, we will ring and advise prior to the agreed appointment time.
Communication
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Office hours are 8.30am – 5.30pm Monday to Friday and 8.30 - 4.00pm Saturday
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We will respond to:
• telephone messages - within 4 hours
• email - within 24 hours
• mail - within 48 hours
Documentation
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We will provide all documentation in clear and concise English.
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We ensure that all documentation is accurate and complete.
Periodic inspections
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We carry out periodic inspections three months after your tenancy commences and six monthly thereafter.
Rent arrears
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We will follow up on all rent payments in accordance with our documented and unique arrears process and the requirements of the Residential Tenancies Act.
Repairs and Maintenance
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All routine repair requests need to be made in writing to our office, and the work order must be activated within 2 working days (pending owner’s authorisation).
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All Urgent repairs will be arranged within 4 hours.
Vacating
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We will carry out a pre-vacating inspection and advise you of the outcome.
After vacating:
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Inspect the property and, within 4 working days, finalise the rental bond.
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If deductions are required, a detailed breakdown will be provided to you.
Processing of Tenancy Applications
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Tenancy applications will be thoroughly checked, and the outcome will be communicated to both you and the landlord within 24 hours of receipt.
Personal information
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In accordance with our documented Privacy Policy, all personal information will be held in the strictest confidence and will not be released to a third party without your written authorisation.
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Any updates or corrections to your account with us will be recorded in our system immediately upon receipt.
Professional standards
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The highest standards of honesty, integrity and professional practice will be conducted in compliance with the Code of Conduct of the Real Estate Institute of Australia and our property management policies and procedures manual.