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Tenant Information

Our Office – Hours Of Operation

  • Monday- Friday 9.00am – 5.30pm
  • Saturday 9.00am – 4.00pm

If you have any problems during your tenancy, or would just like to ask a question please call: (02) 9876 3133.

Paying your Rent, Water Usage and Other Invoices

Your rent must be paid in advance. You can pay in the following ways:

  • BPAY-via your financial institution
  • CREDIT CARD- via DEFT online and DEFT Phonepay

Due to Security reasons, we do not accept cash or cheques in the office.

It is your responsibility to ensure that your rent is paid by the due date. If it is not paid in time you will be in arrears. This is a permanent mark against your rental history.

Deposits and Rental Bonds

Once you are approved by the landlord, you will need to pay the rental bond, which is four weeks rent. The bond is sent to the Office of fair trading, and is held for the duration of your tenancy as security against any damage or monies owing. If in the final inspection of your property there is no damage and you have no monies owing, the balance of your bond will be returned to you.

Ingoing Inspection Report

Before every tenancy begins with Ray White Epping, our experienced property managers conduct a very detailed report on the condition of the property. This outlines the condition of the property when you move in. You should check the report carefully, indicating your agreement or disagreement by placing a ‘Y’ or ‘N’ in the tenant agrees column- you should be specific with your comments. The inspection report should be returned to the office within seven days after it has been handed to you. If the report is not returned to our office within this time frame, then the original report provided to you on occupancy become the legal document and you will have lost your opportunity to dispute the condition of the premises when you originally took possession. This may be vital if a dispute occurs regarding the return of your bond money at the end of the tenancy.

Property Maintenance

It is your responsibility to ensure that you keep the property clean and tidy at all times and you must not allow damage to be caused. You should give particular attention to the bathroom, the kitchen, stoves, and garden (this includes lawn mowing, weeding and general maintenance).

You must not add any fixtures or any alterations to the property without written permission. You must not create any undue noise or cause any nuisance to other residents in the vicinity.


There are two different types of repairs; Non-Urgent Repairs and Urgent Repairs.

An urgent repair is when something breaks that may make the premises unfit to live in or cause a potential safety rick or interrupt access to water, gas or electricity supplies. Non-urgent repairs are every other type of repair or maintenance that does not have the potential to cause further damage to the property.

If you have a repair request it MUST be in writing. You can send it by one of the following ways.

  • By emailing
  • Online with our repair request form
  • In our office by filling out a repair request form
  • Sending a letter to our office; Ray White Epping, Ground Floor, 51 Rawson Street, EPPING NSW 2121
  • If your repair request is URGENT, you can call us to arrange repairs but you must still send us the details in writing. For more information on what is considered an “Urgent” repair, please see the Office of Fair Trading Website.

*Please note: If we arrange repairs, and the tradesperson finds that the repair is because of the tenant, you will be held liable for any costs involved. If you arrange a tradesperson without the permission of the agent, you can be held liable for the costs involved. We are allowed access to your property to carry out necessary repairs with two days notice. For urgent repairs we do not have to give notice.

Periodic Inspections

As managing agents, we have the right to enter the property four times a year to conduct a routine inspection. For these inspections we will give advance notification in writing. It is then your responsibility to contact your property manager to arrange a mutually convenient time.

Keys & Locks

If you lose your keys, please notify the office as soon as possible. Replacement keys will be provided to you however a fee will be charged. No lock or barrels are to be changed unless permission is received from the landlord. If approval is granted, a copy of keys (at your cost) must be immediately supplied to our office.

Property Vacating

All keys must be returned to our office when you vacate the premises. We will be happy to recommend our preferred cleaners to assist you with your requirements when you are vacating the property. Please note that if you decide to employ your own cleaners, and at the point of the outgoing inspection the cleaning is unsatisfactory we will employ our cleaner to clean the premises and money will be deducted from your bond.

When vacating, the property rent will be charged to the date your keys are returned to our office. Please note that the property must be cleaned before the keys are returned to our office. If this does not happen you will be charged daily rent up until the property has been cleaned.

At the end of the tenancy we will be happy to supply you with a verbal reference if your rental payments are kept up to date and the property is maintained in a neat and tidy condition.

If you have any questions or wish to discuss any aspects of the management of the property you are renting from us, please feel free to contact your portfolio manager and he/she will be happy to assist you with your enquiry.