TENANT FAQ's

1. What to do when things go wrong?
2. What can I do to avoid unnecessary callouts and costs?
3. How do I make Rental Payments?
4. What happens with late rent?
5. What is the Bond Used For??
6. What happens if I wish to vacate the property?
7. How often are periodic inspections undertaken?
8. What happens if I change keys during a tenancy?
9. Do I need insurance cover?
10. Contact details for Telephone / Electricity / Gas

1. WHAT TO DO WHEN THINGS GO WRONG? If you are concerned about something in the property, please contact your Property Manager. It is important to advise us promptly where repairs are necessary as failure to do so could result in you be responsible for the damage caused. Non urgent repairs are required to be in writing and these can be emailed using the Maintenance Request Form, or may be faxed or posted by downloading the Pdf to your right. Before submitting your repairs request please read the Below to avoid unnecessary callouts and charges to see if your repairs can be fixed without a tradesperson being sent out.

2. WHAT I CAN DO TO AVOID UNNECESSARY CALLOUTS AND COSTS? Before proceeding with logging your Repair Request, please use this Maintenance Guide first, to avoid any unnecessary call outs and costs that could be incurred to you.

• No Power
• Kitchen/Bathroom/Laundry sink blocked
• No Hot Water
• Washing machine not working
• Lights or power points not working
• Dryer is not working
• Stove element not working
• Garage remote control not working
• Garbage disposal not working
• Not turning up at an appointment arranged with a tradesperson

No Power 

• Have you contacted your Power Company? There may be a fault in the street. Contact your Power supplier.
• Have you checked with a neighbour? If in a block of units it may be the Body Corporate that needs to be contacted for action.
• Have you checked your fuse box? There may have been an overload and the safety switch has been activated and needs resetting.
• Have you checked that one of your appliances is not faulty? Unplug all appliances in the house and plug into another power point.

Kitchen/Bathroom sink is blocked

If there is a major blockage with sewerage overflow call your property manager immediately or refer to the welcome pack for the appropriate person to contact.  If the problem is that the sink is taking a long time to drain away the following suggestions would be appropriate:

• Have you tried pouring hot water down the sink or using a proprietary drain cleaner such as "Draino" to try and free the blockage?
• Have you cleared hairs, soap, food etc from the waste and pipe?
• Have you removed old food from the kitchen waste & poured boiling water down the drain.

No hot water

• Is it Gas or Electric? Have you arranged for the connection of your Gas or Electricity? Have you checked with your Electricity provider that they have not engaged a ripple control?
• If it is an Electric Hot Water System - Have you checked that the hot water switch is turned on? Have you checked to see if your hot water system needs refilling/topping up? Have you checked the fuse in the meter box. Has someone turned off the fuse by mistake? Have you checked that the water tap on the hot water system itself is turned on?
• If it is a Gas Hot Water System - Have you checked to see if your pilot light has gone out? Some units can be easily relit - others may require a tradesperson. For Mains Gas supply is the gas turned on at the main? For Gas bottle supply are the gas cylinders empty. If so, you need to contact the gas company and arrange to fill the cylinders.

Washing machine is not working

• Are the washing machine taps turned on at the wall?
• Have you checked to make sure that the appliance is turned on at the wall?
• Have you checked that the lid is closing properly.
• If the machine has stopped half way through a cycle, have you checked to make sure that you have not overloaded the machine or that it is out of balance - re-arrange the items evenly in the bowl

Lights are not working or power points are not working

• Have you replaced the light bulb?
• Have you checked the fuse box?
• Have you checked the appliance?

Stove element is not working

• Have you checked your fuse box? If there has been an overload the safety switch may need resetting
• Have you checked the connections to make sure they are not loose or dirty?
• Has the oven switch be turned off my mistake.

Garage remote control is not working

• Have you checked to see if the batteries have not gone flat?
• Have you checked that there is power to the automatic door opener
• Have you checked that the lever inside the garage is on "auto". The lever is generally next to the control box inside the garage. You can either choose "manual" to operate the door with the key or "auto" to operate the door with the remote control.

Not turning up an appointment arranged with a tradesperson

The tradesperson will contact you for access to the property. Should you arrange a time with the tradesperson and then not turn up you will be responsible for the tradesperson's callout charge.

3. HOW DO I MAKE RENTAL PAYMENTS?

Rental payments are by automatic payment into our bank account as per the automatic payment form provided when you sign the tenancy agreement. Where there is a group situation in one property rent must be paid from only one account - we cannot accept several payments from different accounts. If you are making a part payment of rental, this must be made direct to our office by cheque or Cash or Internet banking. If you are making a payment by Internet banking, please ensure your name and property address is noted so the funds can be correctly allocated. Please do not dump money into our account. We manage 100's of properties and it is extremely difficult to match unidentified deposits against a specific property. Furthermore you may be charged the bank fees associated with determining who made the payment. If you make a payment by cheque, please ensure that your address is written on the back of your cheque. Our account details are as below HP Management Group (CHCH) Ltd Trust Account 031592 0346623 01

4. WHAT HAPPENS WITH LATE RENT?

In accordance with your tenancy agreement, rent is paid 1/2 weeks in advance and payable on or before the due date. Failure to pay rent by the due date may result in the following proceedings being taken. A phone call will be made to advise you of the late payment, if no action is taken from this then a 10 day letter will be sent to you for payment. And if there is still no response from the 10 day letter 21 days later we will apply to mediation to have your tenancy terminated.

5. WHAT IS THE BOND USED FOR?

Your rental bond is held as security against rent arrears, damage or undue wear and tear. It will be lodged with the Tenancy Services. The bond will be refunded once we have completed a property inspection, together with any work required has been completed and paid for.

6. WHAT HAPPENS IF I WISH TO VACATE THE PROPERTY?

Fixed Term Tenancies If your agreement is a fixed term tenancy then the fixed term cannot be terminated by notice. If a fixed term is broken by the tenant then the tenant is responsible for paying rent until the property is re-let or then end of the fixed term agreement - which ever eventuates first. The tenant is also required to pay an advertising charge, and other costs of breaking the lease. Please contact your Property Manager to determine an appropriate course of action. Within the last 21 days of your tenancy we will be required to show prospective tenants through the property and would appreciate your co-operation. We will contact you to make a convenient appointment time. All bonds are held by the Tenancy Services Bond Centre and refunds are subject to the agreement of both landlord and tenant. To facilitate a quick bond refund, the property should be left in a clean and tidy condition and all rental should be paid. An inspection of the property will take place after you have vacated. It is your responsibility to cancel your automatic payment authority at the end of your tenancy, we are not authorised to do this for you.

7. HOW OFTEN ARE INSPECTIONS UNDERTAKEN?

Quarterly inspections are held with notification in writing of the day that this will be undertaken The landlord or the landlords agent have the right to inspect the premises regularly after provision of the appropriate notice. The tenant acknowledges that the failure by the tenant to permit the landlord entry when the landlord is entitled to entry may constitute an unlawful act. Under the Residential Tenancy Act 1986, landlords can inspect premises between 8am and 7pm after giving 48 hours notice and not more often than once every 4 weeks.

8. WHAT HAPPENS IF I CHANGE KEYS DURING A TENANCY?

If at any stage your lock is changed, we should be notified immediately and provided with a duplicate key. We are not in a position to provide an emergency service for lost or misplaced keys. You will have to contact, at your expense, a locksmith to obtain entry to your property. It is therefore suggested that you have a duplicate key for safe keeping.

9. DO I NEED INSURANCE COVER?

We advise that you take out insurance for your contents from a reputable insurance company. The policy should have a public liability extension.

10. CONTACT DETAILS FOR TELEPHONE / ELECTRICITY / GAS ELECTRICITY

Below are some numbers for electricity suppliers

• Mercury Energy 0800 496 496
• Trust Power 0800 878 787
• Meridian Energy 0800 496 46

You can apply for a contract over the phone. You will need a Drivers License or passport number, employers address, Landlord details and a phone number. Failure to connect will result in the disconnection of power after 2 weeks. 10.2 Gas If you have gas connected to the property, phone Contact Energy on 0800 809 000 for an application form. You may need to pay a bond. 10.3 Telephone For new connections please contact Telecom on 123