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Your Rights and Responsibilities

Tenants’ Rights and Responsibilities

We are the industry leader in the area for professional Property Management. We have a proven record of success and manage an impressive portfolio of properties. Below is some important information for you. This is your go-to reference guide for renting a property through Ray White from start to finish.

Securing Your Tenancy

At this stage, each person that wants to reside at the property would have viewed the property and completed a TPS Form. This allows you to manage your tenancy applications in an online account and apply for rental properties with just one form.

When you return the application form to our office, please ensure that all information has been filled in correctly and that you have attached supporting documentation.

Should Your Application Be Successful

  • You will be required to pay the first 2 weeks rent  and 4 weeks Bond within 24 hours to secure the property;
  • The property will not be removed from our availability list until the Tenancy Agreement has been signed. A tenancy induction will be conducted with all tenants as soon as possible after approval. We require cleared funds before the keys are collected;
  • Once the commencement date of the tenancy has been agreed upon, this cannot be changed;
  • We are a CASHLESS office. Methods of payment options are Automatic Recurring Payment or Direct Debit. 

Moving In

Once the Tenancy Agreement has been signed and we have received your bond payment and payment of the first 2 weeks rent, your keys and entry condition report will be available to collect at our office on the commencement date stated in your Tenancy Agreement. Unfortunately, our office does not accept bond transfers.

During Your Tenancy:

Office Hours

Our office is open 8:30am – 5:00pm Monday to Friday. Should you wish to see a Property Manager, please contact our office in order to arrange an appointment.

Utility Connections

It’s your responsibility to arrange for all services at the property to be connected in your name and to have these disconnected prior to vacating. Moving Hub is a free service that can assist in arranging your utility connections. Should you wish to use their services, please call+64 (0) 800-668-369 / Monday to Friday 8:30am to 5:30pm.


Each tenant will be provided with a set of keys ready to collect from our office along with a copy of the Entry Condition Report at the start of the tenancy. We also keep a spare set of keys in the office. Should you lose your keys or lock yourself out during office hours, contact your Property Manager to arrange to collect the office set of keys.

Entry Condition Report

The Entry Condition Report records the condition of the property, and any inclusions (e.g. furniture) , at the start of the tenancy. Filling out this report properly will avoid any future problems, especially with the bond refund process. It must be filled out by both the Tenant(s) and the Property Manager to ensure both parties agree on the condition of the property. The Entry Condition Report must be signed and returned to your Property Manager within 3 days, or it will be presumed that you have no conflict with our report.


Only the people originally noted on your application form, Tenancy Agreement and who are approved by the owner may reside at the property permanently. If a new tenant wishes to replace an existing tenant, kindly contact your Property Manager for further instruction.

Paying Rent

Please refer to our Paying Your Rent page for more information. Rental payments must be in advance at all times, failure to do so is a breach of your tenancy agreement and will not be tolerated. Direct Debit is our preferred method for rental payments. If you have any concerns please contact our office on 06 867 1137

Paintwork on Walls

The Tenant(s) agree that no nails, screws, hooks, blue tack, sticky tape or tacks are to be fixed to the wall without written permission of the Property Manager.


It is requested by the landlord that there is to be no smoking inside the premises.

Changing Locks

Locks can only be changed;

  • If the tenant, property manager/owner agrees.
  • In case of an emergency

Lawns & Gardens

You are responsible for maintaining the lawns and gardens at the property unless otherwise stated in your Tenancy Agreement. This includes watering, weeding, trimming and mowing. Seek advice from your property manager before removing any plants or pruning large bushes/trees, and make note of any relevant water restrictions. We are happy to recommend a garden maintenance tradesperson if you prefer, and at your own expense.

Carpet Cleaning

Professional carpet cleaning must be carried out upon leaving the premises and receipt given to our office prior to the final inspection being carried out.


Unless a pet has been specifically approved in your Tenancy Agreement, pets will not be allowed at the property without prior approval. Please note that in the majority of unit complexes, the Body Corporate do not allow pets. If you wish to keep a pet at the property, please contact us. If any pet has been kept at the property, professional flea fumigation, inside and out must be done and a receipt handed to our office prior to the final inspection being carried out.

Routine Inspections

Please see our Routine Inspections page for more information. We carry out routine inspections at all of our properties approximately every three months and will advise you in writing at least seven days prior to the inspection. These inspections are always a good opportunity to point out any maintenance issues or other concerns you may have.

Maintenance Requests

It is strict office policy that all maintenance requests are submitted in writing with as much detail as possible so that we can act accordingly. You can complete a maintenance request by using our Maintenance App TAPI. If you don’t have a smartphone available, we can honor your request via text and phone call.

After Hours Emergencies

Please view our Emergency Repairs page for a detailed description of what is considered an emergency and a list of tradespeople to call.

Moving Out:

Giving Notice

If you do not wish to renew your Fixed Term lease or continue your Periodic agreement, you are required to give notice to vacate in writing on the Notice of Intention to Leave Form and deliver to your Property Manager or Office. A minimum two weeks written notice is required.

Breaking Your Lease:

If circumstances occur where you need to break your lease, we will assist you in securing another tenant to take over the agreement. However, the following conditions will apply:

  1. The tenant is responsible for and must pay rent until the property is re-let to a suitable tenant through our normal office procedures for re-letting; or until the end of the Tenancy Agreement, whichever is sooner;
  2. The tenant must pay compensation to the lessor for fees and commission incurred, equivalent to one weeks rent plus GST (break lease fee);
  3. The tenant must pay for any advertising and administrative costs.

You are required to submit an Agreement to Terminate Fixed-Term Tenancy form and a Notice of Intention to Leave.

Property for Sale

If during your tenancy the property is deemed for sale, you will be advised accordingly. If you are under a Fixed Term Lease, you may remain at the property for the term of the lease. If you are on a periodic lease (month to month), the agency must provide four weeks notice to vacate the property once the property has been sold.

Ensuring a Hassle-Free Vacate

As you would expect to enter a new property with a high cleaning standard, we too expect the property to be left in that same high standard, obviously taking into consideration the Entry Condition Report.

More often than not, tenants are required to return to the property after vacating to attend to outstanding cleaning items, which delays the bond refund process. We strongly suggest employing professional cleaners who can complete the work that would normally take days, in just hours, so those extra days spent on rent to clean could go towards a cleaner. This will save tenants both time and energy that could be put towards getting settled into their new home. Please refer to our Vacating Guide for further information.