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Skillsets for Successful Tenancies
Dollars and Sense
Student Workbook
Copyright© Tenancy Skills Institute, Version 4
All rights reserved. No part of this publication may be reproduced or distributed without the written permission of
the author.
2
Contents
Introduction ............................................................................................................. 6
Learning Outcomes ................................................................................................................................................ 6
Course Resources ................................................................................................................................................... 6
Module 1 ................................................................................................................... 7
Topics Covered ....................................................................................................................................................... 7
Learning Outcomes ................................................................................................................................................ 7
What is Communication? ....................................................................................................................................... 8
Types of Communication ........................................................................................................................................... 8
The Art of Listening ..................................................................................................................................................... 8
Learning Activity: Messaging in Communication .................................................................................................. 8
Learning Activity: Messaging in Communication .................................................................................................. 9
Understanding Your Audience ............................................................................................................................. 9
Communication in Context ................................................................................................................................................ 9
Learning Activity: Professional Relationships in Your Tenancy ....................................................................... 9
Using Interpreters and Translators .................................................................................................................... 10
Pre-Rental Process ................................................................................................................................................ 10
Needs vs. Affordability ..................................................................................................................................................... 10
Where to Look .............................................................................................................................................................. 11
Learning Activity: Needs vs. Affordability ............................................................................................................... 11
Communication at Property Viewings .......................................................................................................................... 11
Video Clip: Our Top 5 Attributes of a Great Tenant – Welcome Home Rentals ..................................... 12
Learning Activity: Pre-Rental Process ...................................................................................................................... 12
Learning Activity: Communication at Property Viewings ................................................................................. 12
Applying for a Rental Property ....................................................................................................................................... 13
Application Unsuccessful .................................................................................................................................................. 13
Application Successful ....................................................................................................................................................... 14
Communication Methods .................................................................................................................................................. 14
E-Signatures .................................................................................................................................................................. 14
No Signature Required: One-Touch Execution ................................................................................................. 15
Communication During Your Tenancy ............................................................................................................... 15
Communicate, Communicate, Communicate ............................................................................................................ 15
Communicating Maintenance Requests ...................................................................................................................... 15
Maintaining Communication Records ........................................................................................................................... 16
Learning Activity: Communication During Your Tenancy ................................................................................. 16
Practical Communication Tips for Tenants ......................................................................................................... 17
Adapting Communication ................................................................................................................................................. 17
Communicating at the End of Your Tenancy .................................................................................................... 18
Summary and Conclusion ..................................................................................................................................... 18
Module 2 .................................................................................................................. 19
Be Responsible, Know Your Rights ................................................................................................................... 20
Residential Tenancies Authority ................................................................................................................................... 20
Queensland Statewide Tenant Advice and Referral Service ............................................................................. 20
3
Fact Sheets .............................................................................................................................................................. 21
RTA Fact Sheets .................................................................................................................................................................. 21
QSTARS Fact Sheets .......................................................................................................................................................... 21
Renting in Queensland ......................................................................................................................................... 22
Video Clip: Starting a Tenancy - Residential Tenancies Authority .............................................................. 22
Starting a Tenancy ................................................................................................................................................ 22
Rental bonds ................................................................................................................................................................ 22
Upfront rent payment ............................................................................................................................................... 22
Paying for service charges ...................................................................................................................................... 23
Water Charging .................................................................................................................................................................. 23
Learning Activity: General Tenancy Agreement ................................................................................................. 23
Learning Activity: Service Charges .......................................................................................................................... 23
Entry Condition Report ................................................................................................................................................... 23
Video Clip: Entry Condition Report - Residential Tenancies Authority ...................................................... 24
Learning Activity: Entry Condition Report ............................................................................................................. 24
During a Tenancy .................................................................................................................................................. 25
Video Clip: During a Tenancy - Residential Tenancies Authority ................................................................. 26
Breaches of the agreement .................................................................................................................................... 26
Landlord responsibilities .......................................................................................................................................... 26
Tenant responsibilities .............................................................................................................................................. 27
Locks, keys, and security ......................................................................................................................................... 27
Routine repairs ............................................................................................................................................................ 27
Emergency repairs ..................................................................................................................................................... 27
Withholding rent ......................................................................................................................................................... 27
Tenant damage ........................................................................................................................................................... 27
Floors .............................................................................................................................................................................. 28
Pest control .................................................................................................................................................................. 28
Pets .................................................................................................................................................................................. 28
Video Clip: Tips for Managing Pets in Rental Properties – Welcome Home Rentals ............................ 28
Smoke alarms ............................................................................................................................................................... 28
Pool fences and safety laws ................................................................................................................................... 28
Rent payment methods ............................................................................................................................................ 29
Tenant rent ledgers ................................................................................................................................................... 29
Rent increases ............................................................................................................................................................. 29
Rent decrease .............................................................................................................................................................. 29
Penalties and fees ...................................................................................................................................................... 29
Rent is Always and Only Rent ...................................................................................................................................... 29
Failure to Pay Rent .............................................................................................................................................................. 29
If you leave owing rent ............................................................................................................................................. 30
Seizure of goods for rent ........................................................................................................................................ 30
Tenancy database listings ....................................................................................................................................... 30
Learning Activity: Rental Payments ......................................................................................................................... 30
Ending a Tenancy ................................................................................................................................................... 31
Video Clip: Ending a Tenancy - Residential Tenancies Authority ................................................................. 31
You Want to Leave ............................................................................................................................................................. 31
Learning Activity: Ending a Tenancy Agreement ............................................................................................... 32
Tenancy Disputes .................................................................................................................................................. 32
4
Video Clip: How We Can Help – Residential Tenancies Authority ............................................................... 32
Learning Activity: Tenant Advice .............................................................................................................................. 33
Summary and Conclusion .................................................................................................................................... 33
Module 3 ................................................................................................................. 34
Why Clean? ............................................................................................................................................................ 35
Cleaning Standards ............................................................................................................................................... 35
The ‘How’ of Cleaning .......................................................................................................................................... 35
General cleaning ................................................................................................................................................................. 35
Learning Activity: Cleaning Plan ................................................................................................................................ 36
The routine inspection clean .......................................................................................................................................... 37
Cleaning for an exit inspection or 'bond clean' ........................................................................................................ 38
Learning Activity: General Cleaning ......................................................................................................................... 38
Learning Activity: Cleaning for a Routine Inspection ......................................................................................... 38
Learning Activity: Maintenance and Repairs ........................................................................................................ 38
Learning Activity: Cleaning for an Exit Inspection .............................................................................................. 39
Cleaning Kit ........................................................................................................................................................... 40
Products ................................................................................................................................................................................ 40
Equipment ............................................................................................................................................................................ 40
Video Clip: Spring Clean with Me – Do it On a Dime ........................................................................................ 40
Learning Activity: Cleaning Guide .............................................................................................................................. 41
Building Good Cleaning Habits ............................................................................................................................ 41
Learning Activity: Cleaning Habits ............................................................................................................................. 41
Summary and Conclusion ..................................................................................................................................... 41
Module 4 ................................................................................................................. 42
Why Budget? ......................................................................................................................................................... 43
Video Clip: The Importance of Budgeting - Prominent Financial Services ............................................... 43
Building a Budget .................................................................................................................................................. 43
Video Clip: Quick Ways to Start a Budget - Moneysmart ............................................................................... 43
Income .................................................................................................................................................................................... 43
Expenses ............................................................................................................................................................................... 43
Types of Expenses .................................................................................................................................................... 43
It Pays to Check Your Bank Statements ............................................................................................................ 44
Video Clip: How to Check your Bank Statement - Moneysmart ................................................................... 44
Learning Activity: Budgeting Basics ........................................................................................................................ 44
Learning Activity: Checking Bank Statements ..................................................................................................... 44
Money In and Money Out .................................................................................................................................... 44
Maximising Your Money ....................................................................................................................................... 45
Wants Versus Needs ................................................................................................................................................ 45
Video Clip: Taking Control – Moneysmart ............................................................................................................. 45
Learning Activity: Expenses ........................................................................................................................................ 46
Learning Activity: Money in and Money Out ........................................................................................................ 46
Learning Activity: Want or Need? ............................................................................................................................ 46
How to Reduce Expenses .............................................................................................................................................. 46
Video Clip: Renting Things for Your Home - Moneysmart .............................................................................. 46
Minimising Utility Bills ................................................................................................................................................. 46
5
Smarter Food Shopping ........................................................................................................................................... 47
Tips to Manage Bills and Payments ..................................................................................................................... 47
Learning Activity: Tim’s Budget ................................................................................................................................. 48
How to Increase Your Income ...................................................................................................................................... 48
What to Do if Money is Running Out ................................................................................................................. 48
Financial Choices and Predicting Consequences .................................................................................................... 49
Understanding Your Options and How to Get Help ....................................................................................... 49
Contact Your Service Providers ............................................................................................................................ 49
NILS Loan ....................................................................................................................................................................... 49
Video Clip: The No Interest Loan Scheme (NILS) Safe, Fair and Affordable Credit - Good
Shepherd Microfinance ................................................................................................................................................ 49
Food Banks ................................................................................................................................................................... 49
Emergency Relief ........................................................................................................................................................ 49
‘Last Resort’ Prioritising ................................................................................................................................................... 50
Learning Activity: Choices and Consequences ................................................................................................... 50
The Problem with Debt ....................................................................................................................................... 50
Video Clip: Pay Off Your Credit Cards Faster - Moneysmart ........................................................................ 50
Financial Counselling ........................................................................................................................................... 50
Video Clip: Sorting Out Your Money Problems - Moneysmart ....................................................................... 51
Prevent Future Financial Challenges .................................................................................................................. 51
Summary and Conclusion ..................................................................................................................................... 51
Module 5 ................................................................................................................. 52
What Makes a Good Tenant? ............................................................................................................................. 53
Video Clip: Property Manager Insights ................................................................................................................... 53
Look After the Property ...................................................................................................................................... 53
Pay the Rent on Time ........................................................................................................................................... 53
Community Spirit ................................................................................................................................................... 53
Mindset .................................................................................................................................................................... 53
Resources and Links ............................................................................................. 54
6
Introduction
The Tenancy Skills Institute can help anyone and everyone prepare for and maintain a residential
tenancy. We deliver a competency-based tenancy skills course, which is for people who are wanting to
rent successfully in the private market. Skillsets for Successful Tenancies is completed over a minimum of
10 hours, and contains the following modules:
1. Effective communication in a tenancy
2. Tenant rights and responsibilities
3. Cleaning and maintaining a rental property
4. Finances and budgeting
The course is endorsed by real estate agencies and increases graduate’s chances of securing a rental in
the private market. Upon successful completion of this course, you will receive a certificate which is
recognised by real estate agents who are committed supporters of the program. If you include your
certificate when applying for rental properties, your application may be prioritised when applying for a
rental property through real estates who are committed supporters of the program.
Learning Outcomes
On completion of this course you will:
• Be able to communicate effectively within a tenancy including with property managers and
neighbours
• Understand your rights and responsibilities as a tenant in Queensland
• Know how to clean a rental property to the standard expected by property managers
• Understand your personal finances and prepare and adjust a household budget
Course Resources
A copy of this student workbook is available to download as a PDF. Certain course topics have
supporting resources which can be accessed by visiting the Tenancy Skills Institute online course
resources page.
7
Module 1
Define, Plan, and Maintain Effective Communication
Topics Covered
• What is communication?
• The art of listening
• Understanding your audience
• Using interpreters and translators
• Pre-rental process
• Communication when applying for a tenancy
• Communication during your tenancy
• Choosing the right method of communication
• Maintaining communication records
• Adapting your communication
• Communicating at the end of a tenancy
Learning Outcomes
On completion of this module you will be able to:
• Recognise the importance of effective communication during the tenancy process
• Monitor and critically reflect on elements of communication, adapting strategy as necessary, to
produce the best outcome for the situation
• Apply appropriate and effective communication skills in a variety of interpersonal and
professional settings
• Understand the importance of presentation and professional communication practice
8
What is Communication?
From the moment we are born, we begin to communicate. Communication is a fundamental human
process. Communication enables us to:
• Share information
• Learn and develop
• Function socially
• Express our feelings
• Have our needs met
Types of Communication
• Verbal – Speaking face to face, or by phone
• Written – Emails, letters, text, or fax
• Non-verbal – Body language, tone, or gesture
• Visual – Actions, mannerisms, or physical appearance
The Art of Listening
To effectively share information with another person you must
• Be confident that what you intend to say, write, or convey will be understood by your audience
• Hear and understand what is being communicated to you
o Your body language, the use of gestures (occasional nodding), and verbal comments show
that you are listening. Paying attention to the same cues in your audience when speaking
will help you to ensure that you are also being listened to.
o To ensure you understand what is being said, you may need to repeat what is being
communicated to you by paraphrasing ("If I understand correctly, I need to….") and ask
questions to clarify certain points ("What did you mean when you said….")
REMEMBER: Communication is vital when
• Beginning a tenancy
• Maintaining a tenancy
• Ending a tenancy
Learning Activity: Messaging in Communication
Scenario
Sally works as a mechanic. She decides to drop into the local real estate office on her way home
from work to pick up a rental list. Sally has had time to wash up, but she is still wearing her work
clothes.
Consider what message Sally is visually communicating to the real estate staff.
Sally is communicating that she is spontaneous
Sally is communicating that she is employed
Sally is communicating that she is an untidy person
9
Learning Activity: Messaging in Communication
Scenario
On his way to pick up the kids from school, Ryan goes by the real estate office to see what
properties are available for rent. A couple of properties look suitable and Ryan asks the property
manager about the application process. As the property manager explains the application process in
detail, Ryan realises he is going to be late for the school pick-up, he starts repeatedly checking the
time on his phone, and tries to speed up the conversation by speaking over the property manager.
As soon as he is handed an application form Ryan rushes out of the real estate office and continues
to the school pick-up.
Consider what message Ryan might be sending in his non-verbal communication.
Ryan is communicating that he is not a good listener
Ryan is communicating that he is a stay-at-home dad
Ryan is communicating that he will be confident in submitting a rental application
Understanding Your Audience
Communication in Context
Talking to a property manager is very different to talking with your friends or family. To understand
communication in context, consider your relationship to the person you are communicating with, and
how much you are emotionally invested in that relationship.
Think of a personal relationship you have with a family member or a close friend. It is likely important for
both of you to feel valued and loved in this relationship. How you make each other feel will be important.
You may also feel safe and comfortable sharing things of a personal nature. Personal relationships are
characterised by a high level of emotional investment.
On the other hand, your relationship with a property manager will always be a ‘professional’ or
‘business’ relationship. In professional relationships, it is more important to feel respected than to feel
liked. Most people limit the amount of personal information they share, and focus on the ‘business at
hand’. Professional relationships are characterised by co-operation and efficiency, and, typically, a low
level of emotional investment.
Learning Activity: Professional Relationships in Your Tenancy
Identify the relationships that will be professional in nature within a tenancy.
Tradesman
Neighbour
Housemate
Real Estate Receptionist
Property Manager
Relationship
Purpose
Audience
Personal
Social
• Friends
• Family
• Partner
Professional
Transactional
• Businesses
• Centrelink
• Employers
•
Property managers
10
Using Interpreters and Translators
An interpreter is a person who translates spoken messages, concepts, and ideas from one language into
another, this includes sign language. Whereas a translator translates written material from one
language into another.
When a person does not feel confident communicating in English, they may require an interpreter. When
using a face to face interpreter, it is important to consider the gender, ethnicity, and language or dialect
of the interpreter. Real estate agencies have free access to translating and interpreting services
Pre-Rental Process
Needs vs. Affordability
You will want to make sure that a property matches your lifestyle and needs before submitting a rental
application. When looking for a rental property there are many things to consider before, and during, the
search for your next home. These include:
• Assessing your affordability and determine if you will be sharing or renting on your own
• Setting a budget, assess the set-up costs (expenses that occur as a result of beginning a new
tenancy such as bond, your first two weeks rent, moving expenses, holding fees) as well as t
he
ongoing costs for a tenant (s
uch as rent, utilities, and any general living expenses)
• If possible, your rent should be no more than 30% of your total income
• The cost of renting and the average rental price in the area that you want to live in
• Confirming if the tenant is responsible for services charges (water charges, gas, electricity)
• Your eligibility for rent assistance through a rental grant, bond loan or Centrelink's rent assist
ance
scheme
• The pr
operty features such as the number of bedrooms, how much yard or garden maintenance
will be involved and if y
ou own a vehicle, whether off-street parking is available
• The type of property and its proximity to facilities and services (such as education or health
facilities and
transport services)
We all have an ideal property in mind when looking for our next home. However, it is important to think
about the big picture before you commit to the “needs” your next property must have. Such as:
11
Where to Look
There are many ways to find a place to rent in the private market, including:
• Searching real estate online portals
o www.domain.com.au
o www.realestate.com.au
o www.gumtree.com.au
o www.homehound.com.au
o www.flatmates.com.au
• Property listings in newspapers
• Contacting local real estate offices
• Looking on noticeboards at TAFE colleges, universities, shopping centres, supermarkets, local
shops and cafés for shared accommodation
TENANCY TIP: WHEN SEARCHING FOR PROPERTIES ONLINE, CONSIDER ADDING FILTERS TO
YOUR RENTAL SEARCH TO ENSURE THE PROPERTIES IN YOUR SEARCH RESULTS ONLY SHOW
PROPERTIES THAT ARE WITHIN YOUR BUDGET AND FEATURE THE AMENITIES YOU NEED
Learning Activity: Needs vs. Affordability
Identify the set-up or 'once-off' costs that you should consider when planning to start a new tenancy
Rental bond
Moving expenses
Contents insurance
First two weeks rent
Water charges
Gas or electricity connection fees
Communication at Property Viewings
It is expected and recommended that a prospective tenant inspects a property before deciding to apply.
You will need to assess whether this is the right tenancy for you. You want to be sure that you are happy
with the property before you submit a tenancy application. Owners and property managers will decide
whether your application is approved. To give yourself the best chance of success it is important to make
a good impression. Remember, you never get a second chance to make a first impression.
• When attending a property viewing arrive early or at the agreed start time
• Always introduce yourself as this will make you more memorable to a busy property manager
• When talking to the property manager or owner, be polite and speak to them respectfully
• Remember, the application process begins at first contact with the real estate - not when you
submit the application form
• Dress your best - how you present yourself is a reflection on you
• Show your best side, be positive and approachable - treat the viewing like a job interview
• Accessing rental accommodation is competitive, a good first impression goes a long way
• Plan your conversations, be clear when talking about what you need in property and know what
questions you will need to ask
• Be mindful of self-disclosure to avoid oversharing
• Go alone or take only your partner or co-tenants to appointments and property viewings. This
allows you to give the property manager or owner your full attention
12
• Take paper, a pen, and a tape measure. Seek the property managers permission and take photos
of the property at the viewing, write notes or measurements down as needed
• If attending a viewing with other potential applicants go your own way, focus, and make sure it
suits your needs
• Be prepared for any questions the property manager may ask (including your income, rental
history or when you will be wanting to move in)
• Whether you are trying to secure a rental property, or if you already have accommodation, how
you deal with your property manager or owner can make or break your chance at getting
approved for a tenancy now and in the future
Searching, enquiring, and applying for properties can be a stressful experience for many renters. As you
move through the process, the best thing you can do is to stay calm and ensure you’re polite and friendly
to the agent looking after the property. Approaching the rental experience with a good attitude can make
all the difference and have a direct impact on the success of your rental application.
Video Clip: Our Top 5 Attributes of a Great Tenant – Welcome Home Rentals
TENANCY TIP: ATTENDING A VIEWING ON TIME, BEING CONFIDENT, AND WELL ORGANISED
WILL COMMUNICATE A POWERFUL AND POSITIVE NON-VERBAL MESSAGE!
Learning Activity: Pre-Rental Process
Identify three questions a prospective tenant can answer through research prior to a viewing to
determine whether a property will meet their needs.
Can I afford to live in this property?
Will my couch fit through the front door?
How large are the bedrooms?
What schools are close by?
Is there transport available?
Learning Activity: Communication at Property Viewings
Identify three questions a prospective tenant can have answered by asking the property manager or
owner at a property viewing.
Are there any extra expenses I will be responsible outside of the weekly rent?
Is the hot water system large enough for my household's needs?
Will I need to look after the garden and mow the lawns?
What methods of payment do you accept for rent?
Will my couch fit through the front door?
TENANCY TIP: TREAT RENTAL APPLICATIONS LIKE A COMPETITION: PUT YOUR BEST SELF
FORWARD AND SHOW YOU ARE THE BEST APPLICANT.
13
Applying for a Rental Property
Before applying for a tenancy, ensure you have taken the following preparation steps:
• Ensure that you have enough funds to cover the rental bond plus your first two weeks rent
• If you are planning to use a bond loan or a rental grant
1
, you need to apply for approval for these
before you can sign a lease
• You will need to gather all the required documentation
2
, including:
o Your 100 points of identification
o Financial information - payslips, income statements
o Bank statements
o Tenancy history including previous bond refunds
o Rental references
o Support letter
o A letter of introduction or cover letter
o Your 'Skillsets for Successful Tenancies' graduate certificate
This documentation will allow the property manager to assess if you are a suitable tenant.
Once you have found a property you like, and inspected it you will need to submit an application
3
to
move forward. It is best to provide as much information as possible and apply quickly to give yourself the
best chance of being accepted. Applying for a rental property can be competitive, especially if multiple
people are interested in the one property. So, be sure to answer every question on the application
properly as leaving details off can be the difference between a successful application and a rejected one.
TENANCY TIP: CONSIDER YOUR SOCIAL MEDIA PROFILES. SOME PROPERTY OWNERS WILL
CHECK SOCIAL MEDIA IF THEY'RE TRYING TO CHOOSE BETWEEN SEVERAL APPLICANTS.
Application Unsuccessful
• Don't be disheartened - stay positive and keep applying
• Keep in mind the next property you apply for may also be from the same agent - how you act in
response to having your application rejected could affect your future applications
• Be mindful that you are not always directly advised if your application is not successful
• Ask for feedback on how you can improve your application for next time
• Consider if there is anything you can do to strengthen your application
o Reviewing your cover letter
o Inclusion of a pet resume, pet reference or vet records
o Inclusion of your child / children's academic awards or sporting awards
o Evidence of your community involvement - volunteering duties, community groups
1
The Queensland Department of Housing and Public Works operates Rental Grant and Bond Loan Programs to help people
on low incomes access rental housing. For more information visit www.qld.gov.au/housing
2/3
Provided documentation samples include tenancy application form, rental reference request, tenant ledger and
application cover letter
14
Application Successful
Congratulations! Your application was successful. You will be contacted by the property manager or
agent to advise you of this outcome. From here the steps that follow involve:
• Paying the rental bond, your first two weeks rent, and utilities
• Completing the condition report
• Signing the tenancy agreement
These steps and more will be explored in detail in the next module. Remember, the way you communicate
with the property manager or owner from this point forward can 'make or break' your tenancy.
Communication Methods
Once you have moved into to a property, you will encounter a range of situations where initiating contact
with your property manager is your responsibility. Choosing how to communicate is an important thing
to consider in these situations, as one method may work better than another. Depending on the situation,
it can be wise to use a combination of verbal and written communication.
Method
Advantages
Disadvantages
Text
• Quick delivery
•
Concise
• Not recognised as evidence
•
Limited
Phone
• Verbal communication
•
Personal
• Can be disputed – limited record
•
May result in a ‘heated’ discussion
Face to face
• Verbal communication
•
Personal
• Can be disputed – limited record
•
May result in a ‘heated’ discussion
Email
• Written communication
•
Recognised as evidence
• Relies on the other party to receive,
open and read the email
Letter
• Written communication
• Recognised as evidence
• Allows in-depth content
• Slow delivery
• Relies on other party to receive, open
and read the letter
Remember
• As property managers change roles and jobs often, verbal agreements made with your previous
property manager may not be accepted by a new one
• A ‘written record’ generally refers to an email or a letter. Keeping a journal of contact is also
useful. If journal records are accurate, they
may
be recognised as evidence, however these are
not as reliable as an email or a letter. Text messages are generally not accepted as admissible
evidence in the context of written communication
E-Signatures
An electronic signature, or e-signature, is an electronic method of signing a document and substitutes a
handwritten signature. There are various electronic signature systems available for use by property
managers and owners when a legally binding signature is required on a document, notice or form. These
systems give tenants the ability to!electronically sign documents and bypass paper-based methods of
signing certain forms and documents if the tenant has access to a desktop computer, tablet, or
smartphone.!Some documents you may be able to digitally sign include:
• General Tenancy Agreements
• Appointment of Property Agent Forms
• Entry Notices
• Entry and Exit Condition Reports
15
No Signature Required: One-Touch Execution
'One-Touch Execution' (OTE) for lease agreements is another solution which enables property managers
and tenants to execute documents digitally legally and securely without the need for signatures. OTE
enables fast, secure, and compliant signing of the General Tenancy Agreement (Form 18a). Tenants can
review and return their lease at the touch of a button using a smartphone. Once all parties (including the
agency) have signed the agreement, each will automatically receive a final email which includes a PDF
copy of the completed and signed Form18a.
Communication During Your Tenancy
We surveyed local property managers about their interactions with tenants. The overwhelming response
is that one of the most damaging things for your tenancy is a lack of, or absence of communication. Be
professional, courteous, communicate when you need to, and keep evidence of any communication.
As a tenant, you are being entrusted with an asset worth hundreds of thousands of dollars. Respecting
the property and keeping the property manager or owner up-to-date on happenings will keep your rental
property in great condition and ensure your landlord remains happy to have you there.
Communicate, Communicate, Communicate
Our research demonstrates that property managers and owners have three major expectations:
1. Rent paid in full and on time
2. No damage caused, and a well-maintained and clean property
3. No neighbourhood issues or complaints about you from other residents
Talk to your property manager, should any of these become an issue for you. If you:
If you are experiencing any difficulties, or if something goes wrong with your tenancy - whether it be
with your rent, damage to the property, issues with neighbours or anything else - the most important
thing to do is
communicate with your property manager
.
Your property manager may be able to assist you directly, or point you in the right direction to get some
help. It is recommended to connect with community support services if you require additional assistance.
TENANCY TIP: OPEN AND DIRECT COMMUNICATION BETWEEN TENANTS AND PROPERTY
MANAGERS IS THE KEY TO A SUCCESSFUL TENANCY.
Communicating Maintenance Requests
Maintaining a property is a part of life, and most maintenance is routine. A responsible tenant is one who
keeps the property manager or owner informed of things happening at the property, and to
communicate any maintenance concerns in a timely manner. Many lease agreements state that
additional damages resulting from undisclosed maintenance needs at a property - even those not
caused by the tenant - become the responsibility of the tenant. This means that if you failed to report a
maintenance issue as soon as you noticed, you may be liable for any additional damage caused. Simple
and timely communication to the property manager in writing can prevent such a situation from
occurring.
You will need to let your property manager know as soon as possible.
Have trouble
paying rent
The property
sustains
damages
Are having
maintenance
issues
Not getting
along with your
neighbours
Have a
change in your
circumstances
16
TENANCY TIP: WRITTEN COMMUNICATION IS RECOMMENDED FOR ALL MAINTENANCE
REQUESTS, KEEP A COPY OF THE REQUEST FOR YOUR RECORDS.
Maintaining Communication Records
As a tenant, it is important to keep a record of conversations that you have with your property manager.
Evidence of communications can be used in situations where either party breaches their legal
responsibility or if a disagreement arises. These conversations may
be in relation to:
• Property damage
• Maintenance requests
• Rent arrears and payment arrangements
• Neighbourhood disputes
• Changes of circumstances
• Requesting changes in the tenancy terms such as
requesting to add a new tenant to your lease or permission
keep a pet
Keeping a diary, journal, or emails of all conversations with your property manager is the best and safest
way to maintain a record of communication. Record the time and date of all conversations, who you
spoke to and what they agreed to do. This type of evidence is helpful if a dispute arises and ends up at
the Queensland Civil and Administrative Tribunal (QCAT). Even when you have spoken with your
property manager in person, or over the phone, follow your conversation up with an email.
Remember
• Property managers also keep their own records of communication, so make sure yours are
accurate
• Written communication provides evidence of matters discussed in relation to your tenancy,
consistently maintaining these records could help to get you out of a tricky situation in the future
Learning Activity: Communication During Your Tenancy
Scenario
Sally is Gary’s property manager. Sally is very informal and Gary gets on well with Sally. Gary has
would like to have someone the split the cost rent with. Gary is keen to do things properly and rings
Sally to ask for permission for Grant, a friend of his, to move in to the property. Sally tells Gary that
it will be fine for Grant to live at the property. Grant moves in.
Six months later, Gary receives a letter advising him of a routine inspection. Gary notices that the
property manager who issued the notice is named Samuel. (Sally has resigned and now works
with another agency in NSW). During the inspection, Samuel asks Gary why the second bedroom
is in use, as there are no extra occupants listed on the lease. Gary advises that he had received
approval from his previous property manager, Sally, for his friend to move in. Upon returning to the
office, Samuel checks their records but finds there are no records of any communication involving
the addition of an approved occupant. After speaking with the landlord, Samuel issues a Notice to
Remedy Breach as the property owner is seeking the removal of the unapproved occupant as Gary
is in breach of his tenancy agreement.
21/2/2020
From: marys@mail.com
To: sam@rentproperty.com.au
Hi Sam,
Thank you for talking with me today
about my rent arrears. I am
confirming that we have arranged
for me to pay an extra $30 per week
for the next 4 weeks to address the
outstanding amount.
Kind regards,
Mary
17
What steps could Gary have taken to prevent this issue from impacting his tenancy?
There are no steps that Gary could have taken to prevent this situation from affecting his tenancy
Gary could have texted Sally after their phone call saying "Thanks Sally"
Gary could have sent an email to Sally after their phone call seeking her approval in writing
TENANCY TIP: COMMUNICATION RECORDS CAN HELP YOU RESOLVE ANY ISSUES
THROUGHOUT YOUR TENANCY.
Practical Communication Tips for Tenants
• Always communicate respectfully when you are talking to the property manager or owner
• Work with your property manager, not against them. This way, they will be more inclined to work
for you
• Do not make unrealistic promises, only commit to something that you can deliver. If you are
behind in rent, do not say you will pay all of it this week, if that is not realistic
• Interactions with persons or businesses associated with the real estate agency, such as
tradespeople, are also very important, as they often act as the eyes and ears of the property
manager
• Using positive communication throughout your tenancy is likely to work in your favour if you need
to find and secure a new rental property
• If damage is caused to the property or if it needs repair, notify the property manager or owner as
soon as possible
• Keep a diary, journal, or all email conversations of your dealings with the property
manager/owner so that you have a history and paper trail of all conversations in the event of a
disagreement or confusion
Adapting Communication
Adapting your communication to suit any situation you encounter in your as a tenant requires you to
consider each of the factors this module has explored, as they each will influence the effectiveness of
your communication.
Context
Think about your audience or situation. Try to see things from the other person’s point of view, and tailor
your communication to them as much as possible.
Purpose
Identify your goal, this is the information you wish to obtain or share
Method
Consider your method of communication. Will you need to provide evidence of your communication later?
Content
Choose your words carefully. Consider the language you use.
Body language
Make sure your non-verbal communication aligns with what you are saying.
18
Listen
Give the speaker your undivided attention, and acknowledge their message.
Clarify
Reflect and ask questions to clarify certain points.
Support Needs
If you need or want to have an interpreter, or a support person/advocate present, be sure to organise this
in advance.
Communicating at the End of Your Tenancy
The principles for effective communication we have learnt so far also apply at the end of a tenancy. In
the weeks leading up to the end of a tenancy, communication between the tenant and the property
manager or owner is crucial to prevent bond disputes and ensure an easy exit. Remember to always try
to end your tenancy on good terms with your property manager as you may need to provide their details
when applying for a rental property in the future.
Summary and Conclusion
Throughout this module we have covered:
• What is communication?
• Why communication is important
• Understanding your audience
• Using translators and/or interpreters
• Pre-rental process
• Communication at property viewings
• Communication when applying for a tenancy
• Communication methods
• Communication throughout your tenancy
• Communicating maintenance requests
• Maintaining communication records
• Communication at the end of your tenancy
19
Module 2
Understand Tenants’ Rights and Responsibilities
and Access Appropriate Resources
Topics Covered
• The roles and functions of the Residential Tenancies Authority (RTA), and Queensland Statewide
Tenant Advice and Referral Service (QSTARS).
• Renting in Queensland
• Starting a tenancy and entry condition reports
• Rent and other charges including water charging
• Ending a tenancy
• The dispute resolution process
Learning Outcomes
On completion of this module you will:
• Understand rights and responsibilities for renting
• Be able to demonstrate an understanding of the legal and contractual documents relating to a
tenancy including how to review and complete them
• Understand available tenancy supports and fact sheets and how to access them
• Demonstrate self-advocacy and negotiation
Please note: The information provided within this module is general in nature and does not constitute legal advice.
20
Be Responsible, Know Your Rights
Knowing your rights as a renter and meeting your legal responsibilities, are essential for a tenancy to run
smoothly. In Queensland, the Residential Tenancies and Rooming Accommodation Act 2008 (the Act)
sets out your rights and responsibilities when you rent a property. The Act applies if you rent from a
property owner, agent, or provider, or rent social housing from the government, or a community
organisation. Different rules may apply depending on the type of accommodation you rent. In this module
we will explore tenant rights and obligations that exist within each stage of the renting cycle, as well as
where to get help if things go wrong.
Residential Tenancies Authority
The Residential Tenancies Authority (RTA) is a state government statutory authority that helps to make
renting work for everyone. They provide tenancy information and support, bond management, dispute
resolution, investigations and prosecutions, and education services. The RTA is the State Government
Authority that oversees tenancy laws in Queensland. The RTA provides services for tenants, residents,
property managers and owners.
RTA services include:
• Online tenancy publications and standard tenancy forms
• Telephone information service
• A free dispute resolution service
• Holding and refunding rental bonds
• Investigations and prosecutions of offences against the Act
Get in touch by phone, or visit their website to access RTA tenancy forms and information.
Phone: 1300 366 311
Website: www.rta.qld.gov.au
Queensland Statewide Tenant Advice and Referral Service
The Queensland Statewide Tenant Advice and Referral Service (QSTARS) is a free, independent advice
and referral service for all Queensland renters. The QSTARS program is managed by Tenants
Queensland, and is delivered in collaboration with partner organisations across Queensland. QSTARS
provides a range of tenancy advice and support services for Queensland renters.
QSTARS services include:
• Personalised advice and assistance about tenancy rights and available related services
• Support to resolve your tenancy issue
• Advocacy support to talk to your lessor or agent
• Help to write a letter or fill in tenancy forms
• Specialist advice on tenancy rights and personalised support to exercise tenancy rights
• Help to attend or prepare for a QCAT tenancy tribunal hearing
• Referral to other services if needed
TENANCY TIP: CONTACT A TENANT ADVICE SERVICE FOR INFORMATION OR ADVICE IF YOU ARE
UNSURE ABOUT YOUR RIGHTS AND RESPONSIBILITIES OR HOW THE ACT APPLIES TO YOU.
21
Contact QSTARS advice line or visit their website for more information
Phone: 1300 744 263
Website: www.qstars.org.au
If you are calling from outside Queensland, or cannot call a 1300 number, you can call the local Brisbane
QSTARS number – (07) 3832 9403. If you are calling from a mobile phone and cost is an issue, you can
ask the advice worker to call you back.
TENANCY TIP: FAMILIARISE YOURSELF WITH THE INFORMATION PROVIDED BY RTA AND QSTARS
Fact Sheets
There are various fact sheets available on the RTA and QSTARS websites to educate, inform and guide
those involved in the tenancy process. These fact sheets contain information and summarise how the
Act applies but should not be relied upon as legal advice for specific cases.
RTA Fact Sheets
These fact sheets have been prepared specifically for tenants or property managers and owners in
general tenancies in Queensland which cover;
• Water charging
• General tenancy agreements
• Dispute resolution
• Rental premises - use, condition, and repairs
• Rent payments and holding deposits
• Entry and privacy
• Domestic and family violence information
• Ending a tenancy agreement
The types of accommodation covered by the Residential Tenancies and Rooming Accommodation Act
2008 (the Act) include:
• Houses • Townhouses • Units
Laws regarding caravan parks and boarding houses differ in some areas. Fact sheets specific to
tenancies of this nature are available through the RTA.
QSTARS Fact Sheets
These fact sheets provide information about common issues that affect tenants and residents in
Queensland, and cover;
• Starting a tenancy
• Repairs and maintenance
• Renting in Queensland
• Rental bonds
• Entry and privacy
• Rent and other charges
• Leaving a tenancy
• Resolving tenancy disputes
• Tenancy databases
• Lessor ends the tenancy
Access these fact sheets through the relevant providers website
RTA: www.rta.qld.gov.au/Forms-and-publications/Fact-sheets
QSTARS: www.qstars.org.au/tenancies/
22
Renting in Queensland
Most of the time tenancies run smoothly, however there may be times
where you run into some problems. Some issues tenants commonly
encounter include not paying rent on time, not looking after the property (it
must be kept clean, tidy, and undamaged) or failing to abide by the terms
of their general tenancy agreement.
A general tenancy agreement, commonly referred to as a lease, is a legally
binding written contract between the tenant and the property owner /
manager. It outlines the conditions of the tenancy and the rights and
responsibilities of all parties. It must include standard terms and may
include special terms (such as restrictions on keeping pets). Watch the
'Starting a Tenancy' clip to find out more.
Video Clip: Starting a Tenancy - Residential Tenancies Authority
General Tenancy Agreement (Form 18a) - RTA
General Tenancy Agreement Fact Sheet - RTA
Sample Completed General Tenancy Agreement
Starting a Tenancy
• Inspect the property before you sign or pay anything, make sure to get
a receipt, or keep records for any money paid
• Carefully read the general tenancy agreement before signing it and
ensure you return it within the required time frame of 5 days
• Make sure you keep a signed copy of the tenancy agreement
• Keep all records and receipts in a safe place
• Ensure you read and understand any 'special terms' on your lease
Take a look at this handy checklist for new tenants which outlines all the
important information you should check before and after signing your new
tenancy agreement.
Rental bonds
Almost all types of tenancies require a bond to be paid at the commencement of the tenancy, which will
be held ‘in trust’ by the RTA until the end of your tenancy. Bonds are usually the value of 4 weeks’ rent.
Provided there are no outstanding costs owed to the owner or property manager for rent, damages or
other costs, the bond is paid back to the tenant at the end of the tenancy.
Upfront rent payment
Generally you will be asked to pay your first two weeks rent before, or when, you move in. The two
weeks rent pays your rent for the first fortnightly period. Two weeks later you rent is due again, that
rental payment pays rent for the following fortnight and so on. There are limits on the total amount of
upfront rent you may be asked to pay. For a fixed term agreement there is a maximum of 1 month of
upfront rent and for a periodic agreement a maximum of 2 weeks upfront rent.
Rental Bonds Fact Sheet - QSTARS
23
Paying for service charges
Any service charges must be recorded in your tenancy agreement, along with details about what you are
responsible for paying. Service charges relate to payments for services to the property that are additional
to the rent. This may include charges for water, electricity, gas or a fixed phone line.
Water Charging
As a tenant, you can be asked to pay for water consumption, which includes
the state bulk water charge and water usage charges, provided that
• the property is individually metered
• the property is water efficient
• the tenancy agreement states that as the tenant, you must pay for water
consumption
If th
e premises do not meet water efficiency standards, the property owner must
pay for a reasonable supply of water. The RTA recommends that an agreement
should be made at the start of the tenancy around what a reasonable amount
of water will be, and include the amount as a special term in the tenancy
agreement. You are liable for consumption above the agreed limit.
Tenants have 1 month to pay the agreed amount for water consumption after receipt of evidence
detailing amount consumed. If there is a disagreement about water charges that cannot be resolved, the
RTA’s dispute resolution service may be able to assist.
Pocket Guide for Tenants - Housing and Units (Form 17a) - RTA
Pocket Guide for Tenants - Caravan Parks (Form 17b) - RTA
TENANCY TIP: WHEN YOU MOVE IN, IT’S A GOOD IDEA TO RECORD THE WATER METER READING
ON YOUR ENTRY CONDITION REPORT.
Learning Activity: General Tenancy Agreement
Before signing the general tenancy agreement, a tenant should:
Inspect the rental property
Take photos of the property
Pay your first 6 weeks rent
Learning Activity: Service Charges
True or false? Tenants must pay for all water consumption unless the general tenancy agreement
states that the property owner is responsible for the water charges.
True
False
Entry Condition Report
The
Entry Condition Report (Form 1a) describes the condition of a property before you move in. It should
include any and all wear or damage. Your real estate agency or the property owner will provide you with
a copy of the entry condition report at the commencement of your tenancy. You will need to read this
carefully, and you will have the opportunity to record any other damage or issues that the real estate
agency may have missed. You need to sign and return this document within 3 days of receiving it. Watch
the 'Entry Condition Report' clip to find out more.
24
Video Clip: Entry Condition Report - Residential Tenancies Authority
• The property manager/owner must ensure the property is clean and fit for you to live in and not in
breach of any health or safety issues
• As
a tenant, one of your responsibilities is to return the property in the same condition as it was at the
start of the tenancy less fair wear and tear
• Review the entry condition report and make sure it accurately describes the condition of the property,
if you do not agree with anything, add this to the report as it may have an impact later in the tenancy
• The entry condition report is potentially worth thousands of dollars. Be very thorough when completi
ng
it to avoid issues at the end of your tenancy
• The
RTA recommends you take photos or videos to document the condition of the property as you
complete th
e report. Record the existence of any relevant photos or videos within the comments
section and add extra pages to the report if required
• The property owner or manager will return a completed copy back to the tenant within 14 days. Keep
a copy of the entry condition report and the photos you took when you moved in and keep these with
all other records related to your tenancy in a safe place
The condition of all fittings and features of a property are noted in the entry condition report. The three
basic criteria for all items are recorded as:
• Clean • Working • Undamaged
In some cases, an item may not meet all three criteria. Such as, a ceiling fan may be working and
undamaged but may not be clean. A power point may be clean and appear undamaged, but may not
work. Take the time to complete this document carefully and thoroughly
.
The importance of an accurate Entry Condition Report
If issues arise concerning damages, at any stage during your tenancy, having an accurate and signed
entry condition report that includes photos will prove to be valuable evidence. When you move out, the
property manager will inspect the property to check that it is in the same condition as when you
commenced the tenancy. If damage is identified at this inspection which was not recorded on the entry
condition report, you will most likely be liable for the repair costs, which could have implications on the
amount of bond that is to be refunded.
Learning Activity: Entry Condition Report
Identify 5 x errors with this tenant’s entry condition report
1.
____________________________________________
2.
____________________________________________
3.
____________________________________________
4.
____________________________________________
5.
____________________________________________
26
During a Tenancy
Knowing what your rights and responsibilities are as a tenant, as well as those of the property manager
or owner is vital for a trouble-free tenancy. Watch the 'During a Tenancy' clip as we begin to explore
your rights and obligations that apply within a tenancy.
Video Clip: During a Tenancy - Residential Tenancies Authority
• Property managers and owners have the right for rent to be paid on time
• Tenants have the right to enjoy the property as their own home and for their privacy to be respected
• Property managers and owners can only enter the property for a valid reason and if the correct
notice has been given using the Entry Notice (Form 9). Different time frames apply depending on the
entry purpose, these are detailed on the entry notice form
• Tenants have the right to live in a property that is fit to live in and one that complies with all health
and safety laws
• If the rights or obligations of the tenant, property manager or owner are unclear or if problems
cannot be resolved by the tenant and property manager discussing the issue, the RTA’s dispute
resolution service may be able to help
For more information around entry rules, refer to the QSTARS 'Entry and privacy' fact sheet.
Breaches of the agreement
A breach of the tenancy agreement is when the property manager/owner or tenant fails to comply with
any part of the agreement.
Routine inspections
Property managers are required to perform regular inspections (no more than once every three months)
of the property to check for damage and to ensure the property continues to meet health and safety
requirements.
Sample Entry Notice (Form 9) for a Routine Inspection
Repairs and Maintenance
Landlord responsibilities
• The owner of the property must both provide and maintain a rented property in a good state of
repair and ensure it remains fit to live in
• When repairs are required to maintain the premises, they are generally known as ‘routine repairs’.
These must be carried out within a reasonable time frame, which is measured by the nature of the
repairs, their costs and urgency
27
• Tenants can issue a Notice to Remedy Breach form if repairs are not
organised within a reasonable time frame. Following this, the property
manager or owner must complete the required repairs by the due
date on the notice, which is to be a minimum of seven days
Tenant responsibilities
• Tenants are required to keep the property clean and are responsible
for any damages they or their guests may cause
• It is the tenant’s responsibility to report any maintenance issues or
damage as soon as possible
• Tenants are generally responsible for replacing consumable products
such as light bulbs or batteries
Locks, keys, and security
The property manager or owner must supply and maintain all locks to ensure the premises are
reasonably secure. Each person named as a tenant within the tenancy agreement must be given at least
one key for each lock that is required to access the premises. All keys issued to tenants must be returned
at the end of the tenancy. Locks may be changed by the tenant, property manager or owner in an
emergency. If you need to change your locks, you must advise your real estate agency and supply them
with a copy of the new keys.
Routine repairs
Each real estate agency will usually have their own maintenance request form for routine maintenance
that you can fill out. When completing a maintenance request, you need to identify where on the
property the maintenance is required, and what the problem is (such as ‘broken latch on the front gate’).
You don’t need to go into great detail or describe why it is a problem.
Emergency repairs
Emergency repairs relate to any maintenance issues or damage that must be addressed straight away.
The Act provides a definition of what is considered an emergency repair, these are also listed in the fact
sheet. Most real estate agencies have a process for emergency repairs, if this is the case make sure to
follow this process. In an emergency repair situation, the property manager or owner should organise
and pay for any emergency repairs.
You should try to contact your property manager / owner, agency or nominated repairer. If none can be
contacted, the tenant can get a suitably qualified person to carry out emergency repairs to a maximum
value of two weeks’ rent. Obtaining and keeping copies of multiple quotes can be used to support your
request of reimbursement should you encounter any problems.
Withholding rent
You should not stop paying rent because the property manager or owner has failed to do repairs.
Withholding rent will put you in breach of your agreement and will not help to resolve the repair issue. If
you withhold rent you risk your agreement being terminated for rent arrears. If for any reason, the
problem cannot be resolved, the RTA’s dispute resolution service may be able to help you.
Tenant damage
As a tenant, you are responsible for any damage you or your visitors or guests may cause. If damage has
occurred, you need to advise your property manager as soon as you can, and organise a plan to get the
damage repaired
28
Floors
When you leave, you are responsible for leaving the flooring in a similar condition as it was when you
moved in. Stains on carpet and scratched timber flooring will be classified as tenant damage if they were
not present at the start of the tenancy. The RTA recommends when commencing a tenancy, pay
attention to the standard or condition the floor is in, being sure to clearly note this on the Entry Condition
Report. It can be wise to take photographs as evidence of their condition.
Pest control
Tenants are responsible for pest prevention and responsibilities will be written in your agreement. This
means that tenants must maintain the property in a manner that does not attract pests, however
infestations that occur due to reasons outside of your control, are the property owner’s responsibility.
Rental Premises Use Condition and Repairs Fact Sheet - RTA
Pets
In Queensland a tenant may only keep a pet if the tenancy agreement states that pets are allowed.
Tenants are responsible for any damage caused to a property by a pet. It is common for a tenancy
agreement to specify in the special terms, that the tenant must have pest control carried out at the
property upon vacating it.
If you are already renting and would like to get a pet, you need to obtain this approval first before
allowing a pet to live at your rental property. Failure to do so can lead to a breach notice being issued. If
permission is granted, your lease will need to be varied so that it states that you may have a pet and the
type of pet you may have.
Video Clip: Tips for Managing Pets in Rental Properties – Welcome Home Rentals
Smoke alarms
Property owners are responsible for ensuring that the property has smoke alarms that comply with
legislation. Tenants must:
• Test and clean all smoke alarms at least once every 12 months
• Replace any flat, or nearly flat batteries
• Report any non-battery related issues with the smoke alarm to the property manager
• Not remove a smoke alarm, or battery (other than when replacing) or do anything to reduce the
effectiveness of the alarm such as painting or covering the smoke alarm
Pool fences and safety laws
Outdoor pools and spas at all rental properties must be fenced according to strict safety standards.
Tenants must ensure the pool safety fence is in good working order, and notify the property manager of
any issues as soon as they arise.
TENANCY TIP: YOU CAN AND WILL BE ISSUED WITH A NOTICE TO REMEDY BREACH FOR
HAVING A 30CM DEEP PORTABLE POOL WITHOUT A COMPLIANT POOL FENCE INSTALLED
Rent and Other Charges
Paying the rent on time is one of the main responsibilities you will have as a tenant. You may also need
to pay some other charges related to the property. The 'Rent and other charges' fact sheet summarises
charges applicable to tenants and outlines how they might apply to you.
29
Rent payment methods
Rent payment methods are recorded in the tenancy agreement under the ‘Standard Terms’.
Tenant rent ledgers
All rental payments, and any other payments, must be receipted and/or recorded. A record is referred to
as a ‘tenant rent ledger’ and you may request a copy of one at
any time. Tenant rent ledgers are important documents, and
should be requested if there is a discrepancy in rent or any
other payments. Remember, when you apply for a tenancy,
your tenant rent ledger from your last tenancy may be
provided to the new agency processing your application, be
mindful that having a record of past arrears might affect
whether your application will be accepted.
TENANCY TIP: TENANT RENT LEDGERS ARE USUALLY QUITE COMPLEX, AND CAN BE DIFFICULT TO READ.
IF YOU HAVE TROUBLE UNDERSTANDING YOUR RENT LEDGER, CONTACT QSTARS, WHO CAN ASSIST.
Rent increases
Rent increases usually occur at the end of a tenancy agreement where a
new agreement is negotiated and signed. Remember, any rental increase
may also require you to adjust the amount of your held rental bond. You
are not obliged to agree to any increase, however, if you are seeking to
renew your tenancy, you may be asked to pay more rent when starting a
new agreement, be sure to check this before signing. Rent increases
during a fixed term tenancy can only occur under specific circumstances
and only if you are given the correct notice.
Rent decrease
In some cases, you may be able to negotiate a decrease in your rent. This
usually relates to incidents where there are ongoing repairs being
completed on the property, part of the property is unliveable, or the
property no longer meets the advertised standard.
Penalties and fees
The Act does not allow for tenant penalties, such as late fees for not paying your rent on time. Some rent
payment options do incur extra fees identified as payment processing fees which are usually charged by
a third party, such as with rent cards. Real estate agencies cannot impose their own fees or penalties.
Rent Payments and Holding Deposits Fact Sheet - RTA
Rent is Always and Only Rent
In all forms of tenancies covered by the Act, rent is always identified as a standard term within the
tenancy agreements and must be unique to any other charge. Other charges, such as water bills or other
service charges, must be recorded as a special term and itemised separately to any rent charges. This
does not apply to tenancies not covered by the Act.
Failure to Pay Rent
If you are late paying your rent:
• This will be recorded as an ‘arrears’ on your tenant rent ledger.
30
• Where rent is late by more than 3 days, most real estate agencies have an automated text
messaging system that will send you a text message of notification.
• Paying your rent late, or not at all, is grounds for a real estate agency to terminate your tenancy.
• Failure to pay rent is also grounds to be listed on a tenancy database (TICA).
If you know you are going to be late with rent payments, or know you will have difficulty in paying all
or part of your rent, you must contact your real estate agency before your rent is due and see if you
can work out a plan to catch up on rent. If you reach an agreement, put it in writing.
If you receive a text stating your rent is late that you believe to be an error:
• Check your bank account to make sure it has been paid and contact your real estate agency.
• If you discover the rent has not been paid or processed, pay the rent immediately and contact your
real estate agency to let them know you have remedied the issue.
• If the rent has not been paid and you cannot pay any or all your rent, you must contact your real
estate agency and try to work out a plan or an arrangement.
If you leave owing rent
If you leave or abandon your property, you will continue to be responsible for any outstanding rent up
until the end of the tenancy. If you do not pay these arrears, the real estate agency can, and usually will,
apply to have you listed on a tenancy database and you will likely be pursued for the outstanding rent.
This can make it difficult to rent in the future. You will usually need to pay these arrears before your name
can be removed from the database.
Seizure of goods for rent
During your tenancy, the property manager or owner cannot take any of your possessions as payment
for rent or money that you owe. If you leave or abandon the property and do not remove your belongings,
the property manager or owner are within their rights to remove, dispose, store, or sell these items. The
Act sets out a process that must be followed.
• The property manager or owner cannot take your possessions as payment for money you owe
• They may however apply to claim money from the sale proceeds for costs such as rent arrears,
cleaning, or damages to the property
• Disposal is allowed if the total market value of the goods is less than $1500, among other conditions
• You cannot be refused access to your belongings; however, you may be asked to pay the storage
and removal costs before your goods are released
To find out more about what happens to your belongings if you leave or abandon a property, the RTA
have the following fact sheet containing more information: ‘Goods and documents left behind’.
Tenancy database listings
To be placed on the tenancy database (TICA), the real estate agency must provide grounds for the
tenant to be listed. The real estate agency must attempt to contact the tenant involved, to remedy any
breaches. Tenants have the right to contest their details being listed in the database, those who wish to
make an application to be removed from TICA, are encouraged to contact QSTARS for further advice. For
more information refer to QSTARS 'Tenancy databases' fact sheet.
Learning Activity: Rental Payments
Which of these are consequences that could occur if a tenant fails to pay their full amount of rent by
the due date?
Tenant must pay a late payment penalty fee
Rental arrears are recorded on tenant ledger
Tenant listed on a tenancy database (TICA)
Termination of tenancy agreement
31
Ending a Tenancy
At the end of a tenancy agreement, the lease may be extended or you can choose to end the tenancy. If
you decide to move out, there are certain steps that you must follow to end the agreement. You must first
provide written notice of your intentions. The type of agreement in place and your reason for leaving will
determine how much notice you are required to give. Watch the ‘Ending a Tenancy’ clip to find out more.
Video Clip: Ending a Tenancy - Residential Tenancies Authority
You Want to Leave
You cannot move out at the end of a fixed term agreement without giving
or receiving notice. If you wish to leave you must:
• Use the correct form and comply with the minimum notice period
• Continue to pay rent until you move out
• Leave the property in the same condition it was in before you
moved in, fair wear and tear excepted, completion of the exit
condition report
• Disconnect your electricity, gas, telephone, and internet from your
current property and re-direct your mail after moving out
Giving notice
A tenant, property manager or property owner must all issue a notice to legally end a tenancy. This
includes if you are wanting or needing to move elsewhere at the end of your lease. There are required
notice periods depending on the type of agreement in place and the reason for ending the lease.
Notice of intention to leave (Form 13)
Resident leaving form - Rooming accommodation (Form R13)
Breaking the lease
If a tenant, property manager or owner ends a fixed term agreement before the end date without
grounds, they are breaking the agreement. This is also known as breaking the lease. If you break your
lease before your agreement expires you may be liable to pay compensation. These costs can be
associated with the loss of rent until a new tenant is found or until the end date of the agreement. You
may also have to pay reasonable re-letting and advertising costs.
Exit condition report
When moving out of a rented property, the RTA recommends taking photos and completing the Exit
Condition Report (Form 14a) on or around handover day. Any issues pertaining to cleaning, rent or
damage that may have arisen should be raised with the other party, and tenants should make
themselves available to promptly rectify any issues identified by the property manager after they
complete the final exit inspection.
TENANCY TIP: IF THERE IS DAMAGE TO BE REPAIRED WHICH COSTS MORE THAN THE RENTAL
BOND, YOU WILL BE RESPONSIBLE FOR THESE COSTS.
Keeping records
Keep all records and paperwork regarding the tenancy for a minimum of 12 months after ending a
tenancy. This includes all receipts for cleaning or repairs and written / photographic evidence records. If a
dispute occurs, your records will be evidence that will support you in your negotiations.
32
Bond refunds
A bond refund request should be completed and sent to the RTA when the tenancy has ended. The
quickest and easiest way to get a bond refund is for the tenant and the property manager or owner to
reach an agreement about how the bond is to be paid out. The request is submitted through a 'Refund of
rental bond (Form 4)' which is to be signed by everyone listed on the bond. Should there be any
disagreements related to the bond refund, it is recommended you seek advice from a tenancy advice
service. You can also submit a bond refund request online. Visit the RTA website to find out how.
Learning Activity: Ending a Tenancy Agreement
What steps must be followed by a tenant before they vacate their rental property?
Give written notice to leave via the correct form
Pay rent up until 2 weeks before moving out
Remove all belongings and clean the property
Leave all copies of the keys in the letterbox
Disconnect the water account
Re-direct your mail
Tenancy Disputes
Tenancy disputes often arise in times of stress, especially when tenancies end. When it comes to raising
and resolving tenancy issues, all parties can benefit from remaining calm and keeping lines of
communication open. Watch the “how we can help” clip to find out more.
Video Clip: How We Can Help – Residential Tenancies Authority
Raise and resolve
When agreement cannot be reached after you discuss the issue directly with the other person, the RTA’s
free dispute resolution service may be able to help you negotiate an agreement with the other party.
Dispute Resolution
The dispute resolution service uses conciliation to resolve disputes.
Conciliators will try to find a middle ground between you and the real
estate agency or property owner. This process will allow you to make
informed decisions and reach an outcome that is acceptable to all
parties. For this process to work, you may need to be prepared to
compromise. However, you are not obliged to make any agreements you
are not satisfied with.
If the dispute is not resolved, the RTA will issue a 'Notice of unresolved
dispute' to allow the matter to go to the Queensland Civil and
Administrative Tribunal (QCAT). Application to QCAT is only available if
you have followed the dispute resolution process or your matter is urgent.
To check what is classified as an urgent matter, visit the RTA or QCAT
website or, contact the RTA by phone
Professional advice
Tenancy information and advice and all specific queries should be directed to the RTA in the first
instance. However, if the RTA is unable to assist then you may need to seek legal advice and advocacy,
which you can obtain through QSTARS free tenant advice line.
33
TENANCY TIP: IT IS YOUR RESPONSIBILITY TO UNDERSTAND YOUR RIGHTS AND
RESPONSIBILITIES AS A TENANT.
Learning Activity: Tenant Advice
QSTARS is a state-wide tenant information service available for all Queensland tenants. As well as
providing you with personalised tenancy related advice, what else can QSTARS assist with?
Writing a letter to your property manager requesting a rent reduction
Providing a rental reference
Filling in a ‘Notice to Remedy Breach” form that you will be issuing to the property owner
Getting a loan for your bond
Advice if you have lost your job and won’t be able to pay your rent next month
Summary and Conclusion
Throughout this module, we have covered:
• The roles and functions of the RTA and QSTARS
• Renting in Queensland
• Starting a tenancy and entry condition reports
• Rent and other charges including water charging
• Ending a tenancy
• The dispute resolution process
34
Module 3
Applied Cleaning Techniques for Tenants
Topics Covered
• Cleaning standards
• Developing a cleaning plan
• Cleaning for a routine inspection
• Cleaning for an exit inspection (bond clean)
• Cleaning products and equipment
• Building good cleaning habits
Learning Outcomes
On completion of this module you will be able to:
• Understand the importance of maintaining a rental property and recognise acceptable standards
of cleanliness
• Devise a cleaning schedule and develop a cleaning routine
• Define and demonstrate appropriate techniques to clean a residential property
• Develop knowledge and skills on how to prepare for routine and exit inspections through effective
general cleaning practices
35
Why Clean?
For most people, housework does not rate highly among the things they do for fun. However, as a
tenant, cleaning your home is your responsibility. Maintaining the condition of your home not only shows
that you are a great tenant, it will also help in building a positive rental history.
As a tenant, cleaning regularly and effectively is important from three aspects:
1. Maintaining a clean and hygienic living space
2. Preserving a safe living space that meets health and safety regulations
3. Avoiding damage and minimising general wear and tear to the property
Ultimately, property owners simply want to ensure that their investment is being well cared for. Tenants
who maintain the cleanliness of their rental property throughout their entire tenancy are more likely to
have their lease renewed and receive a positive rental reference for future tenancy applications.
TENANCY TIP: A CLEAN HOME CAN REDUCE STRESS, IMPROVE HEALTH & CREATE HAPPINESS!
Cleaning Standards
If you make every effort to look after and respect your rental property, you should not have any issues
impressing your property manager or owner. The way cleaning takes place will vary across households.
Nevertheless, it is important to recognise the level of cleaning that is expected to uphold your obligations
as a tenant.
In a tenancy, there are certain standards of cleanliness that the property will need to meet. The areas of
focus and level of cleaning required will vary under different circumstances. Cleaning will revolve around
the following situations:
• General cleaning
• Cleaning for a routine inspection
• Cleaning for an exit inspection (bond clean)
Failing to keep up with cleaning tasks will mean you will need to put in more effort to ensure the property
meets the standards expected for routine inspections. Furthermore, when it comes time to finalise your
tenancy, it will be much harder, or potentially impossible to restore the property to its original condition.
By staying on top of things, cleaning will remain much more manageable.
TENANCY TIP: DIVIDE CHORES AMONGST ALL MEMBERS OF THE HOUSEHOLD, IT TEACHES
RESPONSIBILITY AND SHARES THE LOAD.
The ‘How’ of Cleaning
To make cleaning easy and efficient you will need to arm yourself with the right knowledge and tools.
Before you jump into scrubbing, it is important to understand the purpose for your cleaning,
General cleaning
This entails the day-to-day cleaning necessary to keep your home clean, tidy, hygienic, and fit to live in. It
usually includes vacuuming, wiping down surfaces, washing dishes, cleaning pet mess, ensuring food
preparation areas are completely clean and clearing clutter. It is a condition of your tenancy to maintain
36
the general cleanliness of your home. General cleaning encompasses every task that is completed on a
daily, weekly, fortnightly, monthly, or seasonally basis.
Establishing a plan for when and how you will take care of every chore will enable you to clean efficiently
and cost effectively. The frequency of cleaning will depend on your household circumstances and living
situation. Be sure to customize your cleaning schedule to fit your needs. Some chores completed weekly
in one household may be needed more frequently or less often in another.
Regular cleaning throughout your tenancy will go a long way towards simplifying your routine inspection
preparation.
Learning Activity: Cleaning Plan
Keep this cleaning plan template and
complete it as per your household needs. Use
it to keep on top of your cleaning
requirements.
37
The routine inspection clean
The purpose of routine inspections is to check that you are upholding your obligations as a tenant by
keeping the property clean and well maintained and reporting any health and safety or maintenance
issues back to the owner. When the property owner is kept up to date on the condition of the property, it
gives them the ability to complete any maintenance or repair work in a timely manner.
For tenants, a routine inspection can be a catalyst to completing a thorough clean of the property,
making sure extra attention is paid to areas that are not cleaned through general cleaning. Doing this
will help you make a good impression and decreases the likelihood of tenancy disputes arising over
property maintenance.
As well as checking the general cleanliness and tidiness of the property, routine inspections allow the
property managers to see;
• Evidence of any breach of the lease agreement (such as extra people or pets residing at the
property without consent)
• Maintenance work or new damage at the property whether it be the tenant's or owner's
responsibility to rectify. Note that tenants should be reporting maintenance issues and accidental
damages as they happen, so do not delay communicating these issues until your next inspection
• Any deterioration of the property has the potential to become a hazard, like cracking on walls or
ceilings, trip hazards, loose balcony railings, overgrown trees, condition of the roof gutters and
down-pipes that the owner may be required to attend to
Some real estate agencies provide their tenants a cleaning checklist or overview of areas that are
expected to be clean and tidy. Make sure you check everything off this list prior to the inspection.
Common tasks you will need to complete include:
• cleaning and tidying the property
• general cleaning (dusting, sweeping/vacuuming, and cleaning kitchen and bathroom surfaces)
• removing any mould from surfaces
• lawn mowing and gardening
• tidying up outside areas (e.g. decks, patios)
Here is a sample cleaning checklist for routine inspections that lists expected levels of cleanliness for
each area checked. Your property manager may include one with the entry notice form that must be
issued with a minimum of 7 days notice. View a sample Entry Notice (Form 9) for a routine inspection.
Video Clip: How to do a Routine Inspection - Melbourne Real Estate
TENANCY TIP: IF THE CLEANLINESS AND CONDITION OF THE PROPERTY DOES NOT SATISFY
THE EXPECTED STANDARD OF A ROUTINE INSPECTION, A BREACH NOTICE CAN BE ISSUED
WHICH MAY EFFECT YOUR TENANCY AND RENTAL HISTORY.
38
Cleaning for an exit inspection or 'bond clean'
Cleaning for an exit inspection will require a high level of both
thoroughness
and
attention to detail
.
Whether you complete the cleaning yourself, or engage a professional cleaning company you are
required to return the property to the same condition it was at the commencement of the tenancy, less
fair wear and tear.
How well the property is cleaned will be the difference between getting your entire bond payment back
and being out of pocket. Ask your property manager for a checklist, so that you know exactly what will
be expected, also use your copy of the completed entry condition report as a reference point.
Be sure to refer to your tenancy agreement as you may have additional cleaning obligations. Your entry
condition report will be vital here as this is a snapshot of the condition of every fitting and feature of the
property. If it is necessary for carpets to be cleaned professionally, or if you are required to carry out a
pest treatment, your property manager may be able to recommend professional tradespeople to assist
you carpet cleaning, pest treatments or the entire bond clean. You may find cheaper or discounted deals
on these services, but proceed with caution. If you do not use your agencies recommended professional,
it will cost you more money if the job is not done right and the property manager needs to have it re-
done.
Learning Activity: General Cleaning
How often do chores need completing in a home to keep it clean and hygienic?
Daily A couple times each week Weekly Hourly
Learning Activity: Cleaning for a Routine Inspection
Identify 9 issues in this rental property that the tenant should address for a routine inspection.
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
Learning Activity: Maintenance and Repairs
Scenario
Alexandra has been living in her property for 4 months, and had her first successful routine
inspection last week. She has just noticed the dishwasher might be leaking water as there is a small
amount of water on the kitchen tiles after using it. Alexandra cleans the dishwasher filters and clears
the drain hole. The next time she uses the dishwasher, it’s clear that her efforts have not rectified the
issue of the leaking water.
What should Alexandra do in this situation?
Stop using the dishwasher as it is probably broken
Make a mental note of the issue to raise at her next routine inspection since she just had one
Email the property manager that day to report her discovery
Clean the dishwasher again next week and see if this fixes the issue
39
40
Learning Activity: Cleaning for an Exit Inspection
Identify where tenants should turn to when determining whether it is necessary to have professional
carpet cleaning undertaken when vacating a property.
Photos or videos taken when the tenancy commenced
Notes recorded in the Entry Condition Report
The tenant information page on the managing agencies website
The General Tenancy Agreement
All of the above
Cleaning Kit
Creating a cleaning kit will ensure you have everything you need to tackle any cleaning task. The
products and equipment that follow, along with the alternative product ratios are available in the tenants
cleaning guide for you to save and refer to throughout your tenancies.
Products
You do not need to spend a fortune to keep your home clean nor do you need a wide array of cleaning
chemicals. Below is a list of basic cleaning products, and more cost effective and environmentally
friendly alternatives that can be used for most of your home cleaning tasks.
Product
Alternative
Dishwashing detergent
Nil
Window or glass cleaner
Methylated spirits, white vinegar, and water
Powder type cleaners
Bi-carb soda and white vinegar
All-purpose cleaner
Miracle Spray
Specialised bathroom cleaner
White vinegar, lemon juice, bi-carb soda, and eucalyptus oil
Oven cleaner
Bi-carb soda and white vinegar
Equipment
The following is basic list of cleaning equipment or tools that you will likely need to keep your property
clean.
• Vacuum cleaner
• Mop
• Buckets
• Indoor broom and dustpan
• Toilet brush
• Spray bottle
• Rubber gloves
• Magic eraser block
• Cleaning cloth (cotton or microfibre)
• Scrubbing brush
• Old newspaper
• Toothbrush
• Squeegee
• Gardening tools if you need to maintain one
• Mower
• Stiff outdoor broom
• Line trimmer / whipper snipper and
replacement trimmer line
Watch the ‘Spring Clean with Me’ clip to learn some useful tips for making your cleaning easier and
cheaper whilst still being effective.
Video Clip: Spring Clean with Me – Do it On a Dime
41
Learning Activity: Cleaning Guide
Keep this handy cleaning guide and refer to it whenever it is time to tackle a chore you’re unsure
about.
Building Good Cleaning Habits
Habits are hard to break, so build some good cleaning habits. This way, looking after your home will not
seem overwhelming. A few good habits will make preparing for your routine and exit inspections much
easier, some of these include:
• Hand wash or load the dishwasher after every meal and snack. There should never be dirty
dishes on the counter or in the sink.
• After any food preparation, put everything away and wipe down countertops and appliances to
get rid of crumbs and spills.
• Empty rubbish bins daily, it will help keep pests away
• Put clothes away, whether to the laundry or the bedroom closet or drawers.
• Allocate everything a place to belong. Return things to their proper place as soon as you are done
with them.
• Keep a squeegee or microfibre cloth in the shower or bathroom. Use it after every shower to wipe
down the walls of the shower stall, the doors, and the tub to prevent soap scum build-up and
water spotting. If you have a shower curtain, leave it extended so that o it will dry more quickly.
• Wipe up or vacuum any spills from tables and floor when they occur.
• Go through mail, schoolwork, or paperwork daily, deal with them by reading, filing, or recycling.
• Remove cobwebs from the ceiling and cornices on a regular basis.
• Things common to the whole house, such as windows and floors, are easier to clean all at once,
rather than room by room on different days.
• Use a top-down approach – do your lights first and finish with skirting boards and floors, that
way you are not making a mess of what you have already done.
TENANCY TIP: SCIENTISTS HAVE PROVEN THAT LISTENING TO MUSIC RELEASES ENDORPHINS, SO TURN ON
A FAVOURITE PLAYLIST AND YOU MIGHT JUST ENJOY CLEANING.
Learning Activity: Cleaning Habits
Consider what your cleaning habits are. If you could practice three new cleaning habits that would
reduce the level of cleaning needed in the lead up to your routine or exit inspection, what would they
be?
Summary and Conclusion
Throughout this module we have covered:
• Cleaning standards
• Developing a cleaning plan
• Cleaning for a routine inspection
• Cleaning for an exit inspection (bond clean)
• Cleaning products and equipment
• Building good cleaning habits
42
Module 4
Implement and Monitor Household Budgets
Topics Covered
• Why budget?
• Building a budget with income and expenses
• Types of expenses
• Money in and money out
• Maximising your money
• Wants versus needs
• How to reduce expenses
• How to increase income
• What do to if money is running out
• Making smart financial decisions and predicting consequences
• Understanding your options and how to get help
• The problem with debt
• Preventing future financial challenges
Learning Outcomes
On completion of this module you will be able to:
• Understand the key concepts of budgeting
• Analyse critically household spending
• Set priorities in expenditure to assist in distributing income
• Recognise elements of implementing a personal budget
• Evaluate budgeting techniques for effective money maximisation
Disclaimer: inCommunity is not a financial adviser. Information inCommunity provides is general in nature, and
does not take your personal financial situation into consideration. The content covered in this module is for
educational purposes only, and does not constitute formal financial advice. You should consider seeking
independent taxation or financial advice that is tailored to your needs.
43
Why Budget?
Budgeting is planning the use of your money. Having a budget makes it easier to know what you can
afford, and what you cannot. Creating a simple plan for your income and expenses means you can
ensure you are able to pay for all the essentials you need, understand where your money goes and reach
your financial goals. The whole purpose of implementing a budget is to make you the master of your
money, rather than allowing your money to control you.
Video Clip: The Importance of Budgeting - Prominent Financial Services
TENANCY TIP: FAILING TO PLAN IS PLANNING TO FAIL!
Building a Budget
To prepare a budget you will need to have a clear picture of your finances, remember that your budget is
personal to you and your circumstances. It is not difficult to create a budget but it can be challenging to
stick to it. Luckily, there are many free resources available to simplify this process. It does not matter
whether you decide to use an online budgeting tool, smartphone app, spreadsheet, or a notepad and
pen, the trick is to find a way to manage your money that works for you.
Free financial tools offered by ASIC Moneysmart will be referenced within this module, these are
available through their website at https://www.moneysmart.gov.au/
Creating a budget starts with 3 steps, but before you jump in, you will need to determine a budget
timeframe. It may be easier to use your pay cycle to budget. So, if you get paid weekly, set up a weekly
budget, or however frequently your income cycles.
Video Clip: Quick Ways to Start a Budget - Moneysmart
Income
Income is money coming into the household. It is the total amount of available funds you have to cover
your expenses. It is generally wise to only account for income that is consistent and guaranteed. If you
have an irregular income, figure out the average amount of income you’ve received per month over the
last 6 – 12 months, or assign a minimum amount of income and base your budget on that.
Expenses
Expenses are anything that causes money to leave your hands. You will need to track every expense so
that you have a complete picture. If you get paid fortnightly, work out your financial commitments, such
as bills, by working out how much you need to put aside fortnightly.
Types of Expenses
There are three main types of expenditures you need to account for as you build your budget; fixed,
variable, and extra expenses. Categorise everything that you spend money on so that it is easier to
identify areas where you might need to spend less. Moneysmart has this simple money manager that
lists common expense categories. Have a look at this tool to see how your expenses can be categorised.
Step 3. Compare income with expenses
Step 2. Predict expenses
Step 1. Determine income
44
TENANCY TIP: SPENDING LESS THAN YOU EARN IS THE KEY TO CREATING FINANCIAL STABILITY
It Pays to Check Your Bank Statements
To gain a true understanding of where your money is going, check your financial transactions or bank
statements regularly. This helps you to understand exactly where your money is being spent and what
your habits or spending patterns are like. You might be surprised at what you find, watch the ‘How to
Check your Bank Statement’ clip to learn more.
Video Clip: How to Check your Bank Statement - Moneysmart
TENANCY TIP: BE HONEST WITH YOURSELF AND HOW MUCH YOU SPEND
Learning Activity: Budgeting Basics
Identify which of the following are benefits of following a budget.
Avoiding debt
Increasing income
You’ll be able to buy everything you want
Knowing exactly where all your money goes
Learning Activity: Checking Bank Statements
What should you be looking for when checking your transaction history or bank statement?
Unauthorised transactions
Mistaken transactions
Account keeping fees
Upcoming expenses
Income deposits that haven’t been processed
Your credit rating or score
Money In and Money Out
The golden rule of budgeting is to spend less than you earn. After looking at your income and expenses
you have everything you need to determine if you are living within your means. Moneysmart has this
handy online budget planner which helps you work out whether you have a surplus or a shortfall in your
budget.
45
Surplus
: You have more income than expenses. You
should have enough income to cover your expenses.
Consider saving your surplus for unexpected
expenses.
Shortfall:
You have more expenses than income. You
will very likely run out of money and will need to
increase your income, reduce your expenses, and / or
go into debt to be able to pay for everything.
If you have more money going out than coming in - it is time to make some choices. Maximise your
money by first looking for opportunities in your budget to spend less.
Maximising Your Money
Wants Versus Needs
To decrease expenses, you can begin by thinking carefully about your needs and wants. An important
money management skill is the ability to differentiate between your “needs” and your “wants”. Defining
these can be complex as they usually differ from person to person. It can be difficult to tell the difference
between the two, because sometimes a 'need' can also be considered a 'want'. For example:
Samuel, who takes a 10-minute
journey on public transport to get
to work, a car may be a luxury.
While for Samantha, who lives in an area
with no public transport network, so that
she can get to work, she needs a car.
Samantha will need to make some more decisions when it comes to the kind of car to
purchase. Since she requires the car to get to and from work, so purchasing a 4WD with lots of
accessories and a hefty price tag means that her purchase is no longer satisfying a ‘need’,
instead this would be classed as a ‘want.’
TENANCY TIP: A NEED IS NECESSARY TO STAY ALIVE. A WANT MAKES YOUR LIFE BETTER.
BUDGET FOR YOUR NEEDS FIRST
Video Clip: Taking Control – Moneysmart
46
Learning Activity: Expenses
Which of the following is an example of a fixed expense you need to include in your budget?
Entertainment
Food
Utilities
Rent / Board
Fuel
Learning Activity: Money in and Money Out
What should you do if your expenses exceed your income?
Assume that your income will go up and keep spending the same way
Borrow what you need to make up the difference
Find opportunities to reduce your expenses
Pay your fixed expenses in advance
Learning Activity: Want or Need?
Identify which of the following expenses would be categorised as ‘needs’.
Buying lunch at the café near work
Setting aside money for the next electricity bill
Paying your rent
Buying designer shoes
How to Reduce Expenses
Conserve, adjust or eliminate are some strategies that will help you to reduce your expenses. Think
creatively and you will find many ways to do achieve this such as:
• Paying your bills on time to avoid late fees and other costs of paying late
• Adjusting your mobile phone plan (for example, less data or different carrier)
• Look at your ongoing (such as magazines, online video streaming services, cable, or satellite
television) to see what you can cut
• Review memberships, such as gym memberships or organizational memberships. If you’re not
using them, it may be wise to cancel them
• Compare prices across retailers when shopping for costly items, like cars, large appliances, and
electronics
Video Clip: Renting Things for Your Home - Moneysmart
• Re-consider renting things for your home - if you qualify for a NILS loan the purchase will be
interest free so you won't end up spending money on interest charges
• Use Moneysmart's rent vs. buy calculator to work out the real cost of renting good or furniture
• Ask yourself: ‘Do I really need this?’, or ‘do I really need this straight away?’
Minimising Utility Bills
Any household item that heats or cools can be expensive to run, so ensure you only use these items as
much as you need to.
• Air conditioning
• Clothes dryer
• Hot water system
• Microwave
• Electric heater
• Oven
47
You can reduce the cost of your utilities bills by adjusting how you use appliances and lighting such as by
• Taking shorter showers
• Using cold water in the washing machine
• Clothes dryers require a lot of electricity to run, so unless its rainy, hang your clothes on the line
• Rugging up in warm clothes and using a blanket on the lounge at night
• Using cooking appliances that are energy efficient
• Setting heaters or air conditioners to optimum efficiency (Ergon Energy advise heating to 18°C in
winter and setting air conditioning at 25°C in summer)
• Heat or cool only the room you are in, make sure that all doors, windows, and curtains are closed
• Pay attention to outdoor temperatures, especially when using air conditioning. It only takes a few
degrees to notice a difference, so if there is a cool change, turn the unit off and eventually open
the windows and curtains to let mother nature do the cooling for you.
• Using energy efficient light bulbs, such as fluorescent globes or LED’s
• Turn out lights and unplug electronics that keep using power even when they are powered down
TENANCY TIP: TURN IT OFF, OR TURN IT DOWN - ELECTRICITY IS NOT FREE!
Smarter Food Shopping
Reduce how much you spend on food with these simple and handy tips:
Do stocktake before writing a shopping list:
Before writing your shopping list, remember to check what
you still have stocked in the pantry, fridge, and freezer. If your budget allows, once you have covered all
the essentials, you have the option to buy a few goodies or allocate the surplus to your savings. Stick to
the shopping list.
Planning your meals:
Eating home cooked meals, as opposed to eating out, is one of the most effective
means of managing your money. A family of five can easily spend upwards of $60 for dinner at a
restaurant or at some takeaway outlets. The same amount could also provide the same size family with
two or three home cooked dinners. Do a web search for ideas on budget friendly family meal preparation
Get the best deals:
Compare prices to determine the
product that provides you with the best value. Look at
unit pricing, instead of the overall item price to make the
most of your money.
Tips to Manage Bills and Payments
• Setup direct debits, Centrepay, or scheduled
payments
• For larger bills like utilities, divide the expected total and pay smaller amounts in advance through
weekly instalments
• Automate payments or pay bills as soon as you get paid
• Use smartphone apps to keep track of spending and balances
• Consider opening several bank accounts to cover different expenses (bills, savings, rent)
Example: The cheapest product is the 2.5L
laundry detergent bottle
48
Learning Activity: Tim’s Budget
This is Tim's fortnightly budget. Next month he needs to
renew his first aid certificate for his employment. He knew
that this expense was coming, but did not remember to
adjust his budget over the past few months to account for
the cost of the first aid course, which is $90. He needs to
book and pay for the course out of his next pay check.
Identify non-essential expenses in Tim's budget that he
can reallocate to cover the $90 first aid course fee"
__________________________________________
__________________________________________
__________________________________________
__________________________________________
What types of expenses are these?
Fixed and variable expenses
Variable expenses
Fixed, variable and extra expenses
Extra expenses
How to Increase Your Income
You may be able to increase your income which will help you cover your expenses or increase the
amount of money you can save or share.
• Selling unwanted items that you own online
• Using your talents or hobbies to make items to sell online
• Getting
a second or seasonal job like outdoor work in the summer or retail work during the end of
the year holiday season
• Doing odd jobs, such as providing childcare, doing yard work, making deliveries, or running
errands
• Ensure you are receiving all the financial assistance available to you by using the Centrelink
Payment and Service Finder
• You might be eligible for discounts on your bills, find concessions and rebates that can help you
meet the cost of living on the Queensland Government’s Smart Savings website
• When submitting your tax return, make sure you are claiming deductions for everything you are
entitled to
• If you are working, check that are you being paid correctly - if you are unsure, go to
www.fairwork.gov.au
• Make sure that any working members of the household contribute financially in some way
What to Do if Money is Running Out
Even with careful planning, money can run short. When your income is less than usual or you have had
an unexpected expense, your regular bills and living expenses do not stop. If you're going to run out of
money, and will not be able to pay your bills and living expenses, the worst thing you can do is nothing
because you always have options.
Income
Amount
Wages
$ 890.00
Total Income
$890.00
Planned Expenses
Amount
Rent
$ 330.00
Electricity
$ 60.00
Mobile phone credit
$ 15.00
Home internet
$ 30.00
Loan repayments
$ 74.33
Groceries
$ 200.00
Magazine subscription
$ 12.50
Eating out & snacks
$ 30.00
Public transport fares
$ 80.00
Recreational activities
$ 50.00
Total Expenses
$881.83
Difference
+ $8.17
49
Financial Choices and Predicting Consequences
Making decisions means thinking about choices and predicting consequences. Sometimes it means
taking risks and giving up things we want. Consequences are the outcomes of a decision. Choosing to
take no action, is also a decision, and this often results in consequences that can be harder to bear.
Pay attention to consequences that:
• Prevent you from earning income
• Put your housing at risk
• Impact you or your family’s health or ability to live independently
TENANCY TIP: RENT SHOULD ALWAYS BE YOUR TOP PRIORITY, AS FAILURE TO PAY RENT PUTS
YOUR HOUSING AT RISK.
Understanding Your Options and How to Get Help
Contact Your Service Providers
If you cannot pay your electricity, gas, phone, or water bill, contact your service provider straight away.
You will find they may offer you more options such as:
• Changing your billing schedule
• Offering an instalment payment plan
• Al
lowing a delay or extension on a payment
• Arranging for payments to be made through
centrelink deductions (Centrepay)
• Applying for a utility rebate or voucher
NILS Loan
The No Interest Loan Scheme (NILS) provides no-interest loans for essential goods and services (such as
fridges and washing machines, health-care items, or car repairs). Watch the 'NILS - Safe, Fair and
Affordable Credit' video clip to learn more.
Video Clip: The No Interest Loan Scheme (NILS) Safe, Fair and Affordable Credit -
Good Shepherd Microfinance
Food Banks
If you are unable to buy groceries because of lack of income, an unexpected life event or large expense
you can visit a food bank to get what you need. A food bank provides free or low-cost food, hampers
and other basic goods to those in need of some financial relief. Some foodbanks encourage families to
access their free or low-cost goods prior to going to the supermarket. This can help you save money on
items which may be more expensive in the store.
Emergency Relief
If you have urgent money issues, are unable to pay your bills or need any other financial assistance,
there are many free or low-cost services that you may be able to access through local charities or
community organisations. To access these services, proof of hardship by way of bills or bank statements
is generally required. They may be able to provide help through:
• Bond or rental assistance
• Part-payment of utility bills
• Transport vouchers
• Food
vouchers or parcels
• Che
mist vouchers
• Clothing or furniture
Possible Consequences of Doing Nothing
• If you do not contact your provider, they
may suspend or disconnect your service.
• Not paying could also harm your credit
score, which will limit options for borrowing
money for years to come.
50
Providers of emergency relief and food banks can be located through multiple online search tools such as
www.mycommunitydirectory.com.au/Queensland
www.oneplace.org.au
‘Last Resort’ Prioritising
If you try these things but still can’t pay all of your bills in full when they are due, prioritise what to pay
first based on what might happen if you don’t pay them. Prioritising means making choices about which
bills you will pay in full, pay partially, or pay late. The consequences of not paying some bills are more
serious than others.
Consider what the consequences might be for not paying rent:
• Issued a notice to remedy breach
• Could receive a notice to leave, or be evicted
• Negative impact on your relationship with the property manager and owner
• Stress
• Non-payment of rent would be recorded in your tenant ledger
• May be listed on a tenancy database
• Could face difficulty in getting approved for your next rental
Learning Activity: Choices and Consequences
Which of the following strategies would have definite negative consequences on your financial
position if your budget can’t cover an unexpected bill?
Working overtime at your current job
Gambling to win big
Borrowing money
Using your rent money to pay for the bill
Obtaining emergency relief for a food parcel
Ignoring the bill in the hope that it goes away
The Problem with Debt
Purchasing on credit is a slippery slope, and before long you can find yourself in a situation where you
are struggling to repay that credit. The reasons why people fall into debt are many and varied, such as:
• Living so close to the limit of your financial ability that one emergency purchase pushes you into
debt
• Borrowing more than you can afford to repay on loans, credit cards and store cards
• Spending more than you can afford because of bad shopping habits or problem gambling
• Taking out a big loan to pay for something you cannot afford right now such as house or car
The important thing to remember is that if you are overwhelmed with debt, with some guidance, you can
work towards a debt-free future. You just need to reach out for help.
Video Clip: Pay Off Your Credit Cards Faster - Moneysmart
Financial Counselling
If you reach out for help early, you will have more options. Financial counsellors are skilled professionals
who give practical advice to get you back on track. They will listen and help you with things like:
• bills or fines you're struggling to pay
• dealing with harassing debt collectors
• avoiding gas, electricity or phone disconnection
• If you're facing eviction from your home
• car accidents with no insurance
• tax debts
51
Video Clip: Sorting Out Your Money Problems - Moneysmart
To speak with a financial counsellor, contact the National Debt Helpline on 1800 007 007 or search for
online at www.moneysmart.gov.au/managing-debt/financial-counselling.
Prevent Future Financial Challenges
Unexpected financial challenges are bound to arise in the future. The key to tackling these challenges is
to be flexible. Review your budget occasionally and make necessary changes. How you manage your
money affects how you achieve your financial goals. If you have money left over after paying for all your
essentials. You can choose to save this money or spend it.
Setting surplus money aside as savings provides a financial safety net for urgent or unexpected costs.
Having an emergency fund means you won’t need to borrow money or go into debt when you need to
quickly pay for car repairs, excessive bills or medical costs.
It is important to adjust your budget as things change. As you move through life, your circumstances and
goals will change. Therefore, it is important review your budget on a regular basis so that you can
identify any changes in your spending and adjust your budget to reflect that.
TENANCY TIP: INCOME AND EXPENSES CHANGE OFTEN, SO REVIEW BUDGETS REGULARLY
(ON PAYDAY AS A MINIMUM
).
Summary and Conclusion
Throughout this module we have covered:
• Why budget?
• Building a budget with income and
expenses
• Types of expenses
• Money in and money out
• Maximising your money
• Wants versus needs
• How to reduce expenses
• How to increase income
• What do to if money is running out
• Making smart financial decisions and
predicting consequences
• Understanding your options and how to get
help
• The problem with debt
• Preventing future financial challenges
52
Module 5
Summary
Topics Covered
• What makes a good tenant?
• Look after the property
• Pay the rent on time
• Community spirit
• Mindset
• Resources and websites
53
What Makes a Good Tenant?
Video Clip: Property Manager Insights
Look After the Property
Remember, keeping your property clean, tidy, and in good repair is a condition of your tenancy. The
property owner is placing you in a position of trust. Make sure you stand out for all the right reasons.
Pay the Rent on Time
If for whatever reason you cannot -
communicate, communicate, communicate!
• Have regular and reliable systems in place for paying bills and paying your rent
• Check your bank balance often, especially on payday
• Ensure the expected amount of income has been deposited into your account and if there is a
discrepancy, contact your employer or Centrelink straight away to find out why
• If for any reason you cannot pay your rent on time, contact your property manager straight away
• If you believe you have paid your rent but your real estate agency contacts you to indicate you
have not, request a copy of your rent ledger
Community Spirit
Introduce yourself to your neighbours when you first move in. If you are considerate, you and your
neighbours will probably get along fine. Your neighbours might act as another set of ears and eyes for
the property manager or owner.
So, let them know if you are having a large group of visitors for celebrations that go into the evening.
(Such as birthday parties or anything similar). You can also register your party with the police to help
them respond quickly if things get out of hand. Don't give your neighbours anything to complain about.
Make sure you don’t have overflowing bins, that you keep gardens and lawns trimmed and do not leave
rubbish, junk, or old unregistered cars in the yard or on the street.
Lastly remember that both you, as the tenant, and the property manager or owner all want the same
thing, for the tenancy to be a success. The last thing that any party wants to see if a failed tenancy.
Mindset
Apply the information you have learnt throughout this course, to develop your communication skills, plan
your cleaning activities, and encourage other household members to share responsibilities.
Even the busiest person can maintain a cleaning schedule. Using your resources, staying motivated, and
holding yourself accountable will all contribute to a successful tenancy. Being motivated and completing
the tasks required is critical to ensure you maintain your tenancy and continue to have stable
accommodation.
Managing money can be hard, but it is an essential life skill - and one that will go a long way to
sustaining your tenancy. Use the tools and tips you have learnt to become a master of your money.
How you approach your tenancy is up to you. Ultimately, any consequences of how you manage your
tenancy, whether good or not-so-good, will affect
your
housing and
your
future as tenant, so make the
most of it.
54
Resources and Links
Tenancy Skills Institute
www.tenancyskills.com.au
My Community Directory
www.mycommunitydirectory.com.au
One Place Community Directory
www.oneplace.org.au
Residential Tenancies Authority (RTA)
www.rta.qld.gov.au
Queensland Statewide Tenant Advice and Referral Service (QSTARS)
www.qstars.org.au
ASIC MoneySmart
www.moneysmart.gov.au
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