Tenant FAQs

Usually utilities are not included in your rental amount. You are responsible for paying your rent and all outgoing utilities when you lease a rental property, including any connection fees. It is also your responsibility as the tenant to connect your utilities, including water, gas, electricity and any other you may require, at your cost. A small number of rental properties do have outgoings included, however this will be spelt out in marketing and is usually in boarding houses or shared accommodation.

If you are paying your rent monthly, the rent amount is worked out by dividing the weekly rent by 7 to determine the daily rental rate, then multiplied by 365 (days per year) to determine the yearly rate and finally divided by 12 to determine the monthly rental amount.

For example, a property is advertised as $200 per week: $200 divided by 7 is $28.57 for the daily rate. The yearly rate ($28.57 x 365 days per year) is then $10,428.05, and the monthly rate ($10,428.05 divided by 12) makes the monthly rent $869.00.

All rental payments are to be made via the Ailo app. Ailo allows you the options to pay via FREE automatic or manual bank transfers or credit/debit cards (cards do attract a surcharge).

Please note: McGrath Estate Agents are a cashless office and do not have EFTPOS facilities available onsite.

You paid your first two weeks' rent when you signed your tenancy agreement. As agreed in your tenancy agreement, you are required to pay your rent in advance each week. The date your rent is due is the 1st day of the next rent cycle for that week. You must pay rent up to and including your final vacating date.

Your bond is held in trust at the Residential Tenancies Authority (RTA) on behalf of McGrath Townsville. Once you’ve handed in your keys, we will inspect the property — wherever possible this will be the same day or the next day, but it will occur within 3 business days at the latest. If everything is in order, your bond refund will be lodged that same day. If any issues are identified, your property manager will have up to 14 days to resolve these matters before lodging the claim. Once the claim is lodged, you will be asked to confirm it through the RTA, who will refund your bond directly into your nominated bank account — this may take up to 72 hours.

Under the Residential Tenancies and Rooming Accommodation Act 2008 (Qld), the standard requirement is that a property manager must give at least two months’ written notice before a rent increase takes effect. However, this requirement does not apply if you choose to sign a new fixed-term tenancy agreement with the increased rent amount prior to the expiry of your current agreement. In this case, the new rent stated in the agreement will simply become payable from the start date of the new term — without the need for a separate two months’ notice period.

Your tenancy agreement will outline that you are not allowed to puncture any walls without permission. If there are no existing hooks and you decide that you want to hang things on the walls, you need to seek permission from the landlord before doing so. This can be done by emailing your property manager your request, including which rooms and how many hooks you are planning to put up.

In a rental property, the only people who should be staying at the property are those listed on the lease and any children originally listed on your approved application. If, however, you are planning to have friends or family stay at the property with you for an extended period of time, please notify your property manager and provide certified photo ID for each person.

According to your tenancy agreement, it is expected that you maintain the property at the same or higher standard than when you first leased it. This includes regularly maintaining and watering the gardens including the trees and shrubs, mowing the lawn and removing all garden rubbish from the property. If any plants at the property die during your tenancy agreement it is expected that you replace them with the same or similar. If the lawn dies it is expected that you lay lawn seed and re-establish the lawn to its original condition.

If you wish to plant additional plants in the gardens, please email your property manager detailing which plants and where you wish to plant them. This will need to be approved by the landlord prior to you making any changes.

In accordance with the Residential Tenancies Act, you will be provided with at least one set of keys/remotes for the property at the beginning of your tenancy agreement. You are permitted to make copies of these keys at your own expense, however you are expected to provide the additional copies back to McGrath Estate Agents at the completion of your tenancy.

Should you want a master key or remote (i.e. you live in an apartment block), you will need to request this by emailing your property manager. Once they are received, you will be sent an invoice for payment.

If you did not have a pet at the time of your original application and are now hoping to get one, you must submit a formal request using the RTA’s Request for Approval to Keep a Pet in a Rental Property form before acquiring the pet. This should include the type, breed, age, sex and size of the pet.

Your property manager must respond to your request in writing within 14 days. If approved, the response will set out any reasonable conditions attached to keeping the pet at the property. If the request is refused, we’re required to state the specific grounds for refusal and how they apply to your situation. If we don’t respond within 14 days, the request is automatically deemed approved.

If your property is subject to a body corporate, please note the committee has up to 21 days to respond to a pet request, separate to the property manager’s 14-day timeframe, and may charge a fee to process the application.

Please reach out to your property manager, who can provide you with the appropriate documents.

Before making any changes to the property, including getting Foxtel connected, you need to seek permission from the landlord before doing so. The owner is not legally required to allow you to alter their property in this way, however many owners allow this so long as it is being installed by an approved tradesman. If any damage is done to the property while this is being done, the responsibility is with you as the tenant to re-instate the property to the condition it was in at the beginning of your tenancy agreement.

If this occurs during business hours, you can come to our office and borrow our master keys. Please call our office prior to coming in to confirm that the master keys are in the office. You will also need to provide us with ID. You are required to return the keys back to our office within the same day unless otherwise agreed.

Please call or email your property manager immediately. We understand that mistakes and accidents happen and we expect some fair wear and tear, however it’s better that you notify us instead of us noticing it at an inspection. The damage may be covered by the landlord’s insurance policy, which may mean you might only have to pay the excess amount. Should it not be covered by insurance, McGrath Estate Agents work with a number of licensed tradesmen who are not only reliable, but give us great rates.

In accordance with the Residential Tenancies Act, it is part of our service to your landlord to carry out regular inspections of the condition of the property. We will inspect your home approximately 3 months after your lease begins and then approximately every 3–6 months following. You will be notified of the inspection time by email, giving you at least 7 days’ notice. The purpose of the inspection is to ensure that you are caring for the property in a satisfactory manner, but also to check for any maintenance required.

McGrath Estate Agents are required to complete a thorough inspection of the property prior to the beginning of your tenancy, noting in detail the condition of the property including any damage cited and photos of the property and all items at the property. This condition report will in turn be used for your final inspection to ensure you have returned the property back to the landlord in its original condition.

On the day you come to our office to sign your tenancy agreements and pay your first rent payment and bond, you will meet your property manager. After you move in, your property manager is your main point of contact for anything to do with your tenancy. Unless the matter is urgent, the best form of contact is a direct email or Ailo message to your property manager.

When your tenancy agreement is nearing its end, we will contact you to ask if you would like to enter into a new tenancy agreement. If you do want a new tenancy agreement, we will confirm this with your landlord and, if all parties agree, we will prepare the new tenancy agreements for you to sign. It is at this point you may be notified of a potential rent increase.

Sometimes things happen and a tenant needs to move out of a property before their current tenancy agreement has expired — i.e. got a job overseas or interstate, went through a marriage breakdown, has serious health issues etc. This is known as a ‘Lease Break’. In accordance with the Residential Tenancies Act and your tenancy agreement special conditions, you are required to give us written notice of your intention to break your tenancy agreement. There are fees associated with breaking your lease, please contact your property manager and they will outline next steps and possible fees. You can also check your potential break lease fees on the RTA’s website.

According to the Residential Tenancies Act, the owner of the property has the right to sell the property at any time, however they cannot ask you to vacate the property until the completion of your tenancy agreement. Just because the property is being sold does not necessarily mean that you will be asked to vacate at the completion of your tenancy agreement. Often rental properties will be purchased by investors who wish to continue leasing the property, so you may be able to continue living at the property as you have done — the only thing that changes is the landlord.

Once you have vacated the property, your property manager will complete a final inspection to compare the property condition to when your tenancy began. We expect some fair wear and tear, however we will look for visible signs of damage and also check that the property is cleaned to the same standard as your entry condition report. Your property manager will discuss with you any items requiring your additional attention. At this time you will also be asked to provide any receipts for carpet cleaning or any other special requirements, i.e. flea spraying (if you had a pet at the property) etc.

There is no legal requirement under Queensland tenancy law for you to book a professional bond cleaner when vacating the property. What is required is that the property is returned in the same condition it was in at the start of your tenancy — reasonably clean and tidy — allowing for fair wear and tear. To meet this standard, compare the property against your entry condition report; anything that was clean at entry should be equally clean at exit.

While cleaning the property yourself is entirely your choice, many tenants find that engaging a professional cleaner takes the stress and guesswork out of the process and gives extra peace of mind that the property will meet the required standard. If you do choose to engage a professional for cleaning, carpet cleaning, pest control, or any other service, please provide the receipt(s) to McGrath Townsville as proof, as this can help support your claim at final inspection.

If any issues are identified after your final inspection, we can arrange for your cleaner to return and rectify these quickly, helping to speed up the return of your bond. Your property manager can also supply a list of recommended trades and service providers if you need assistance with cleaning, repairs, or other final inspection requirements.

Once you’ve returned your keys, remotes and access cards, your tenancy has officially ended, and you will no longer have legal access to the property. Where possible, we will try to allow you access to rectify any items identified at inspection, however there will be strict timeframes around this. If this timeframe isn’t met, professional trades will be engaged to complete the work at your expense. This is why it’s important to thoroughly review your property against the Entry Condition Report before vacating — access afterwards is not guaranteed, and you do not have a legal right to re-attend the property once your tenancy has ended.

We’re also unable to have tenants present while the property manager conducts the vacate inspection. Inspections do take several hours to complete and findings also need to be reviewed back in the office against the Entry Condition Report before anything can be confirmed, so nothing can be discussed on the spot at the property. This approach also helps us manage health and safety requirements during the inspection. You will be given a copy of the exit inspection report usually on the same day of the inspection and will have a chance to dispute anything on the report through the bond dispute process. We always endeavour to resolve these with yourself before escalating to the RTA dispute process where possible.

The most common problem in properties is water leaking from wet areas (e.g. bathrooms, laundries, kitchens) into adjoining rooms. A regular check for water leaks is advisable. If the carpet/floor is wet, sponge and dry the area thoroughly and check again after use. Advise your property manager urgently if there is a problem.

There are two main types of hot water systems, and troubleshooting differs slightly between them.

Heat exchange systems (e.g. Saxon, Coppermatic) heat water as it passes through a coil, and these systems require periodic topping up. If your hot water isn’t hot or doesn’t seem to last as long as it should, locate the filler valve (HPNR Valve) on the side of the unit, pull and hold up the lever until water runs from the overflow pipe, then close the lever — the tank is now full. We recommend doing this every few months. If water is instead coming from the overflow without you having topped it up, this may indicate the internal coil has split (meaning the system is unrepairable) or that the HPNR valve itself needs replacing.

Electric storage tank systems (e.g. Rheem, Rinnai, Thermann, Vulcan, Dux, Aquamax) heat water using an element and store it in an insulated tank. If you have no hot water, try lifting the TPNR valve: if the water runs cold, this is likely an electrical fault and an electrician may be required; if the water runs hot from the valve, this points to a failed tempering valve, which requires a plumber.

For either system, before requesting maintenance please also check that the power is switched on, that the power box hasn’t tripped a switch or blown a fuse, and consider whether your household’s shower routine or hot water usage has changed (tank capacity and tariff rates affect this). Note that in winter, tanks run less efficiently than in summer, so water will cool more quickly.

If you have a gas instantaneous hot water system and have no hot water, please check that the pilot light is lit. If it isn’t, follow the instructions on the unit.

Note: please follow the steps above before requesting maintenance. If these don’t resolve the issue, please notify your property manager in writing by email. Remember, a leaking hot water tap can cause both poor hot water supply and unusually high electricity or gas bills.

Regular mopping and turning off the tap between uses is adequate until the tradesperson arrives. Please notify your property manager via Ailo or by email. No foreign items (like sanitary items or wipes) are to be flushed down the toilet — you will be responsible for the cost of repair should foreign items be found.

A blocked toilet is only deemed an emergency if there is only one toilet in the property. If you have more than one toilet, we will still highly prioritise this, but it may be handled during business hours to avoid hefty call out fees.

Water bubbling out of the ground could be a serious problem and could lead to further complications. Phone your property manager immediately as this is an emergency matter.

If your neighbours have also lost power, contact your electricity supplier. Otherwise check if you have a safety switch, which may have tripped. If so, reset the switch. If it trips again, unplug all appliances from power points, reset the safety switch and plug in appliances one at a time until the faulty appliance is located. If you have a fuse box, check this for a blown fuse.

Note: if this does not rectify the problem, please notify our agency. Tenants will be required to pay for callouts where a faulty appliance belonging to them has caused the problem.

Check the power or fuse box. Ensure the power is on and the switch has not tripped. If the problem is not remedied, contact your property manager.

Do not attempt to fix it yourself. Do not use switches if faulty. Advise your property manager in writing if there is a problem.

The Residential Tenancies Act states that you are responsible for replacing the smoke alarm battery if needed during your tenancy. However, should you be physically unable to change the battery, you are required to notify us as soon as practicable after becoming aware of the need for it to be replaced. You are not to tamper with, cover or remove the smoke alarm or render it inoperable at any time during your tenancy. To do so is illegal.

If your property is fitted with a hard-wired smoke alarm, please do not try to repair, remove the battery or tamper with it. As with any type of smoke alarm, should there be a fault please notify our office in writing in order for the fault to be rectified.

If your dryer isn’t working properly, check the following:

1. Clean the filter before every use of the dryer
2. Power is on
3. Dryer is not overloaded
4. Air temperature is hot when running

Please send an email to report any failure to your property manager.

If your washing machine isn’t working, check:

• That the power is connected
• That the water taps are turned on
• The load of clothes is not off balance or too high
• The lid is connecting with the on/off switch when closing
• Hoses are securely attached
• If leaking, check hoses for splits

When all else fails, contact your property manager.

Check if power is connected, or check the power box for a tripped switch or blown fuse. Advise your property manager in writing if there is a problem.

Please note: If your stove is induction, please ensure that you have induction-compliant pots and pans — the stove will not work otherwise.

If your food disposal fails to work, you may need to push the reset button. This button is located under the unit and is usually coloured red. Do not attempt to disassemble the unit. If this does not rectify the problem, please notify your property manager in writing via the tenant portal or by email. Tenants will be required to pay for callouts to repair food disposal units that are blocked due to tenant misuse or abuse.

Condensation occurs where moist warm air comes into contact with colder, dryer air or a surface which is at a lower temperature.

• After a bath or shower, the room should be ventilated to the outside, not to the rest of the house — just opening a window (and closing the door) will help. If you have one, run the exhaust fan during a hot shower/bath and for 30 minutes after.
• Dry clothes outdoors or in a cool area of the premises — this latter suggestion may sound strange; it will take longer but less moisture will be held in the air at any one time.
• While drying clothes indoors, ventilate the room. Dryers should have external air extraction.
• When people come in with wet coats, they should be hung outside to dry (such as on the balcony/verandah).

Mould cannot exist and grow without moisture and condensation, therefore you must first find and eradicate the source as described above.

• Completely remove and dispose of mould-contaminated materials.
• Find any mould on porous items that may have absorbed moisture — in particular insulation, plaster, carpeting and other floor coverings, ceiling tiles, wood, clothing and textiles, furniture and furnishings, and paper.
• If you see evidence of mould, these items should be bagged in plastic and removed. Non-porous materials can be saved if they are properly cleaned and dried. It is possible for mould to grow on hard materials like plastic, concrete, glass or metal, but this can usually be removed with careful cleaning.
• Thoroughly scrub all contaminated surfaces. Use a stiff brush, hot water and a non-ammonia soap/detergent or commercial cleaner.
• Collect excess cleaner and cleaning water using a wet/dry vacuum cleaner, a mop or sponge.

If problem persists inform your property manager via Ailo or email.

Pest infestations in most situations can be easily minimised by following a few steps:

• Ensure all rubbish is promptly placed in the rubbish bin
• Promptly place the rubbish bin out for collection
• Keep all areas clean, in particular kitchen cupboards, drawers and stove
• In the case of homes, keep grounds and gardens well maintained
• Place cockroach baits in the kitchen, under the fridge & hot water system
• Regularly use surface sprays — even if pests aren’t evident
• In home units, check with neighbours if they have an infestation problem; if they do, the owners corporation should be notified

If you have attempted all of the above and are still finding a pest problem please notify your property manager via Ailo or email.

• Water level is a priority and must be kept at a level to allow water to flow through the skimmer boxes at all times. Failure to do this could result in enormous expenditure to you.
• No metal objects are to be allowed in the pool as they could cause corrosion marks.
• No animals allowed in the pool as this creates a huge chemical imbalance.
• Ensure regular water testing for correct pH level to prevent mould/fungus forming in the pool.
• Vacuum at least once a week to keep the pool clear of debris.
• Regularly check the pump to ensure the motor is working correctly and efficiently (funny noises could be a forerunner to a problem). Leaking of pool water at the pump could mean a cracked casing and will need attention.
• Even if the pool is maintained for you, it is your responsibility to report any problems.

All general maintenance must be lodged via email or Ailo.

Please supply as many photos as you can and a detailed description of the issue so the property manager can efficiently action the request.

Emergency maintenance must be reported immediately. All emergencies must be reported by telephone to your property manager as soon as possible and then also formalised in writing. If you have an emergency outside of business hours, please call one of the after-hours contacts listed below.

Under section 214 of the Residential Tenancies and Rooming Accommodation Act 2008 (Qld), emergency repairs include:

• A burst water service or a serious water service leak
• A blocked or broken lavatory (toilet) system
• A serious roof leak
• A gas leak
• A dangerous electrical fault
• Flooding, or serious flood damage
• Serious storm, fire or impact damage
• A failure or breakdown of the gas, electricity or water supply to the premises
• A failure or breakdown of an essential service or appliance on the premises for hot water, cooking or heating
• A fault or damage that makes the premises unsafe or insecure
• A fault or damage likely to injure a person, damage property, or unduly inconvenience a tenant
• A serious fault in a staircase, lift or other common area that unduly inconveniences a tenant in accessing or using the premises
• Works needed for the premises or inclusions to comply with the prescribed minimum housing standards