Tenants Handbook

Tenant handbook

The Goodwins team aim to exceed your expectations and provide you with the utmost care, support and guidance. This comprehensive handbook will help you become familiar with our property management processes and procedures.

Please ensure you clearly understand the contents as it outlines our expectations of you, as a tenant.

If you have any queries, please call us on 0800 GOODWINS and we will be happy to help you.

Contents

WELCOME TO YOUR NEW HOME 3 WE’RE HERE TO HELP! 3 WHAT NEXT? 4 DURING YOUR TENANCY 6 OUR OFFICE HOURS 8 TROUBLESHOOTING 10 HANDY HINTS FOR DEALING WITH MOULD 12 ENDING YOUR TENANCY 14 YOUR FINAL INSPECTION GUIDE 16 MOVING DAY TIPS & CHECKLIST 18

Welcome to your new home

Thank you and welcome to the Goodwins family. You have chosen an award winning Property Management Company. We value you as our tenant and will do everything possible to make your new home the safe and comfortable place you deserve.

Our warmest regards, The Goodwins Team

We’re here to help!

You will have received your property manager’s business card at your tenancy sign up. They will be your main point of contact throughout your tenancy. Please feel free to get in touch if there are any issues concerning your property.

Please take the time to read this handbook as it contains important information that will help you throughout your tenancy.

• Please ask for help if you need it!

• Please tell us if you need a replacement business card for your property manager.

What next?

Before you are given possession of the property, you will be asked to make the following initial payments:

2 WEEK'S RENT Paid in advance.

BOND Your bond is four week's rent. This will be lodged at the Ministry of Business, Innovation and Employment and kept in a trust fund for the duration of your tenancy.

HOW DO I PAY MY RENT? Rent must be paid on or before the due date. We recommend setting up an automatic payment. Please download your direct debit form from www.goodwins.co.nz. For online payments, please use the unique references detailed on your tenancy agreement to ensure your payment is allocated correctly.

Rent can also be paid at any of our offices by Eftpos. Please note, our offices DO NOT accept cash or credit card payments. Our office locations and opening hours are detailed on page 8.

Rent payments can be made at any branch of ASB.

ASB Bank – Goodwin Realty Ltd Trust Account: 12-3049-0260640-01

Please use your unique reference. We recommend setting up an automatic payment of your rent.

CONTENTS INSURANCE

While the owner of a rental property is responsible for insuring the building, they bear no responsibility for their tenant’s belongings. We recommend tenants

obtain personal insurance to protect their tenancy obligations. Your insurance policy should provide most of the benefits of homeowners’ insurance, such as covering your personal property against named perils like fire, theft and vandalism, and also provide liability insurance.

Insurance for your personal belongings is your responsibility.

UTILITIES

Please remember to arrange an electricity account with your preferred supplier before you move in. You'll also need to organise any other utilities you require including gas, telephone, internet and SKY unless otherwise stated. You’ll find information from Fast Connect within your tenancy pack. They offer a free service to get all your utilities connected with one simple phone call.

KNOW YOUR HOME

Once you have moved in, make sure you know the location of the water and power meters, in case of emergencies. Check all doors and windows can be adequately; secured and if not, a repairs and maintenance form online at www.goodwins.co.nz. Throughout your tenancy, please monitor the toilet and hot water system overflow, to ensure there are no leaks.

INITIAL INSPECTION REPORT

You will have received a copy of an initial inspection report for your property. Please go through it within seven days of moving in, to ensure you agree that everything has been correctly recorded. If there is anything you would like to discuss, please contact your property manager immediately.

During your tenancy

A. PAYING YOUR RENT & WATER

Please ensure your rent is paid one week in advance as per your tenancy agreement. If you are having difficulty paying your rent, please contact your property manager immediately. We take rental arrears very seriously and, while we accept that there may be genuine reasons at times, if payments remain irregular, action will be taken to rectify the situation.

Please contact your property manager if you are unable to make a payment.

B. REPAIRS AND MAINTENANCE

All non-urgent repairs must be lodged online via our website. Tenant Concierge - http://www.goodwins.co.nz/client-resources/tenantresources/maintenance-and-repairs/

• We do not accept repairs over the phone unless it’s an emergency.

Please note: If you request a repair and the attending tradesperson finds no issue, you will be charged the call out fee.

EMERGENCY REPAIRS & PROCEDURES

There is always a duty manager on call for any after-hours emergencies that may occur. Please phone 021 278 7768 for assistance. Please note only genuine emergency repairs will be actioned on this number.

WHAT CONSTITUTES AN EMERGENCY?

• Unsecured premises due to a break in. Call the police first, then call your property manager or office.

• Fire or you smell smoke. If a fire has already started, dial 111 immediately, then phone your property manager or office.

• Overflowing drains or raw sewage.

• Serious water or plumbing leak. Turn off the water if you are able to find the valve.

• No power. Only if you have phoned your power company and they have confirmed it is not due to any power cuts or outages in the area.

• No water. Only if you have phoned Watercare on (09) 442 2222 and they have confirmed there are no issues in the area.

• An alarm that will not turn off.

• Blocked toilet. Only if this is the sole usable one at the property.

THE FOLLOWING DO NOT CONSTITUTE AN EMERGENCY

• No hot water.

• No cooking facilities.

• Everyday appliance failure.

• No power - if it is a power company issue.

• No water - if it is a Watercare issue.

• Lost keys or keys locked in a house or car. Please phone a locksmith.

Each case will be individually assessed, and a decision will be made on whether it requires immediate assistance.

C. ROUTINE INSPECTIONS

We will send you a notice advising the date of your routine maintenance inspection. If we have your current mobile number, we’ll also send a follow-up text.

D. WATER

If your property has an individually metered water supply, you are responsible for the water and wastewater used, and the landlord will pay the annual fixed charge. A reading of the water meter will be carried out prior to your move-in date. When we receive the monthly bill from Watercare, an account will be sent to you detailing the amount due, with payment to be made within 10 working days.

E. OCCUPANCY

Only the people originally included on your application and approved by the owner are allowed to reside in the property permanently. If a flatmate wishes to replace an existing leaseholder, our office must be notified immediately.

An application form including photographic

identification must be completed, and approval granted by the owner before any change to the tenancy agreement takes place. An administration fee of $150.00 + GST will be charged.

Our office hours

Parnell - Head Office

(09) 373 4400

112 PARNELL ROAD, PARNELL

Monday - Friday 8:30am - 5:00pm

Mt Albert (09) 846 9830

910 NEW NORTH ROAD, MT ALBERT

Monday - Friday 8:30am - 5:30pm

Troubleshooting

We’ve included some tips to help you resolve common issues that can occur. If in doubt, please contact your Property manager.

HOT WATER SYSTEM (ELECTRIC)

If you have no hot water, try the following:

• Check the hot water cylinder to ensure the power is switched on

• Check the power box for a tripped switch or blown fuse

• Phone your power company to see if there has been a power outage in the area

If the issue is still not resolved, please contact your property manager.

BATH OR SHOWER LEAKS

We recommend regularly checking wardrobes or any other area backing onto a wet area for leaks. If the carpet is wet, dry the area thoroughly and contact your property manager.

LEAKING TOILET

Please phone our office immediately. Until the tradesperson arrives, we recommend turning off the tap between use and regularly mopping. This check also ensures water is not running continuously into the bowl.

EXTERIOR WATER LEAKS

Water bubbling out of the ground could be a serious problem that may lead to further complications. Please phone your property manager or office immediately.

FAULTY SWITCH

Do not use a faulty switch or attempt to fix it yourself. Please contact your property manager to organise a repair.

LIGHTS

First check the bulb has not blown, and then check the fuse box. If still faulty,

please contact your property manager to organise a repair.

POWER

Check the fuse box for a tripped switch or blown fuse. Check whether any appliances being used may have overloaded the system and caused the switch on the fuse board to go off.

For a complete outage, check if the neighbouring properties are also without power, and phone your power company for updates in the area.

If none of the above applies, please contact your property manager to organise a repair.

STOVE ELEMENTS / HOT PLATES

Check the power is on (you’ll generally find an on/off switch located on the wall nearby) and check the fuse box for a tripped switch or blown fuse. Also, please check the oven timer is not active, this may be preventing the oven turning immediately for use. If none of the above applies, please contact your property manager to organise a repair.

ALARM GOING OFF

Check the alarm has been disarmed with the correct code.

Make sure it’s not a hard-wired smoke alarm that has set it off.

The alarm should turn off after 10 minutes. If the alarm is still going off, please contact your property manager or office to arrange a service.

MOULD

Mould can be a common problem in Auckland homes. Please see the information on page 12 & 13 for helpful advice.

BATTERY OPERATED SMOKE ALARMS

If the smoke alarm is emitting a single short beep approximately every 10 minutes, it means the battery is low and needs replacing.

NO WATER / LOW WATER PRESSURE

Check the water mains are on. Phone Watercare on (09) 442 2222 to see if any works are being carried out in the area. Contact your property manager or office to organise a repair.

RAW SEWAGE FLOWING ONTO PROPERTY

Please contact your property manager or office immediately to organise repair. If the office is closed, please phone 021 278 7768.

Handy hints for dealing with mould

Three conditions have to be present for the growth of mould:

• Mould spores

• A surface with sufficient foodstuff to maintain life

• A source of moisture

Mould spores are present everywhere in the air around us, and there is nearly always a food source available; for example, cooking fumes or even dust can be sufficient. Per day, an average household generates large amounts of moisture from normal activities. For example: cooking 3 litres, dishes 1 litre, showers/bath 1.5 litres, washing clothes 0.5 litres and drying clothes 5 litres. Add to this up to 4 litres per person, per day, from breathing and perspiration.

Heating with gas or kerosene heaters also produces a lot of moisture: 1 litre of kerosene produces 1 litre of moisture and a 2kW gas heater produces 1 litre of moisture every 1.5 hours.

PREVENTION

To prevent moisture build-up, there needs to be adequate heating and ventilation. The interior temperature should ideally be maintained at 18°C to 22°C. Creating air movement will keep the relative humidity at a manageable level. This ventilation can be achieved by leaving windows open a centimetre or two. It’s better to ventilate little and often, rather than in short vigorous bursts. Window glass is a good guide; if it starts to show more than a minimum of condensation, the windows should be opened a little further.

Remember you’ll still need to ventilate your home in the winter months, even though you may think the house needs to be sealed to prevent heat escaping.

CONTROLLING AND REDUCING HOUSEHOLD MOULD GROWTH

Areas of the house prone to mould are those with:

• Condensation or high humidity, such as the kitchen, bathroom and laundry

• Restricted ventilation, such as in corners and cupboards

• Reduced dry heat. For example, in winter, if the inside temperature is lower than the outside temperature

• Ineffective insulation in walls and ceilings

STEPS TO REDUCE MOULD AND GROWTH HEATING

Condensation and mould growth can be reduced by providing a continuous low level of dry heat. Continuous, even heating will allow warmth to penetrate the walls and ceilings. On cool days, try to keep the inside temperature at least 5°C higher than the outside temperature.

Keep windows and walls dry by:

• Ventilating rooms by opening windows or doors, or by using extractor fans

• Wiping away condensation

• Heating rooms with dry heat

FAMILY ROOM/LOUNGE

Reduce air moisture by:

• Opening curtains and blinds during the day

• Opening windows and doors when possible

KITCHEN

Reduce moisture and humidity levels by:

• Using an exhaust fan or opening a window when cooking

• Using lids on pots and saucepans

• Checking plumbing for leaks

BATHROOM

• Open a window or door, or use an exhaust fan when having a bath or shower

• Clean and dry surfaces that regularly get wet

LAUNDRY

Reduce air moisture by:

• Hanging wet clothes outdoors

• Opening a window when using the drier or venting the drier outside

• Opening a window or door when using hot water

CUPBOARDS AND BEDROOMS

• Open curtains to warm rooms with sunlight

• Ensure clothes and shoes are dry before putting them away

• Keep bedrooms and cupboards uncluttered and well ventilated

• Do not press beds hard against bedroom walls - keep a gap for air circulation

STORAGE SPACE

• Dispose of any wet, badly damaged or musty smelling items

• Store dry items in sealed plastic containers

• Maintain good air movement in storage areas

REMOVING MOULD

Mould should be removed as soon as it appears.

Small areas of mould can be cleaned by using a bleach mixture (1 part bleach to 3 parts water) or a suitable commercial product such as Exit Mould. Make sure to follow the manufacturer’s instructions, wear rubber gloves and keep the area well ventilated. Take care not to splash the cleaning solution on yourself or other surfaces.

Do not dry brush the mould, as a brush can flick mould spores into the air, which may cause health problems.

Ending your tenancy

BREAKING FIXED TERM TENANCY

For information on costs and obligations for breaking your fixed term tenancy, please contact your property manager. Administration fees will apply.

VACATING

28 days written notice is required to end a periodic tenancy or to vacate at the end of a fixed term tenancy. Please fill in the Vacate Form on our website, www.goodwins.co.nz/ client-resources/tenantresources/notice-to-vacate/

After you have notified us that you intend to vacate, we will issue you with a confirmation letter.

KEY RETURN

Please note, you will be charged additional rent until the keys are returned, should keys not be returned before midnight on your vacate date.

Your final inspection guide

INTERIOR

• Have carpets professionally cleaned if required.

• Wash vinyl, wood or tiled flooring.

• Remove all fly spots and cobwebs from the ceilings.

• Clean walls, doors and doorframes where necessary, ensuring all marks are removed. We recommend using sugar soap solution.

• Dust or clean light fittings and replace any blown bulbs.

• Clean extractor fans and vents of all dust.

• Dust and wipe down blinds. Ensure any mould is removed.

• If necessary, clean curtains and drapes according to fabric recommendations.

• Light switches are to be clean and free of all marks.

• Clean inside windows and screens.

• Dust and clean window sills and skirting boards.

• Clean sliding windows and door tracks.

• Clean cupboards and drawers, inside and out.

• Remove all mould from interior surfaces in wet and other areas.

• Thoroughly clean the bathroom and toilet. Make sure to include the bath, shower recess, soap scum build up on the shower screen, shower curtain, basin, vanity, cupboard, soap holder, taps, cabinet, mirrors, toilet bowl, toilet seat and toilet cistern.

• The inventory of items needs to be in accordance with your initial inspection report.

EXTERIOR

• Mow the lawns and trim the edges, if part of your tenancy agreement.

• Ensure gardens are free of weeds and rubbish if part of your tenancy agreement.

• Clean driveways and paths, ensuring they are free of all rubbish, grease, oil and weeds.

• All rubbish is to be left in bins on the kerbside, or removed from the property.

If the property is left in a clean and tidy state, with no maintenance or repairs required, then your bond will be returned to you as quickly as possible. If not, then the cost of cleaning and/or repairs to the property may be deducted from your bond.

• Thoroughly clean the stove, oven, hotplates, grill, drip trays, range hood and filters. Where applicable, pull the oven out to clean behind and down the sides.

• Thoroughly clean the sinks.

RECOMMENDED TRADESPEOPLE

If you need assistance with your end-of-tenancy clean, we recommend contacting the following tradespeople:

CARPET CLEANING

Go Green Carpet Cleaning 0800 398 722

Chem Dry 0800 750 112

Jae Services 0800 225 552

GENERAL VACATE CLEANING

Mils Cleaning Service 022 090 2893

Busy Bees Cleaning Services 027 294 2500

LAWN MOWING AND WEEDING

Auckland Property Care – Robert 021 646 843

Paul Brake Ltd 022 128 6296

LawnsPlus 021 294 7737

Please contact your property manager if any other contractor services are needed.

PLEASE REMEMBER

Contact utility providers and arrange for final readings of all services held in your name.

Arrange re-direction of your mail with NZ Post.

We wish you all the best. Please recommend us to any family or friends with rental properties, either now or in the future. As a thank you, we will pay you a referral for any introductions you make that retain us to manage their property!

Please contact your property manager for any further assistance you may require.

With thanks, The Goodwins team

Moving day tips & checklist

Moving house can be a stressful time with lots to do, lots to remember and lots that can go wrong! Our handy checklist will help you plan your way through the day and leave the stress behind. So let’s get to it!

Wake up!

RIGHT, THE BIG DAY HAS ARRIVED, SO FIRST THINGS FIRST:

• Have a good breakfast to get your energy up - you’ll need it!

• Ring parents or a friend to come and take the kids and/or the pets for the day.

• Ring mates who promised to help and remind them that today’s the day!

• If the kids are old enough, give them some jobs to keep them occupied. Get them to pack a box of their ‘essentials’ so they’ll have it nearby at the new house.

• Finish labelling boxes and bags to save you hunting through everything at the other end.

• Keep your valuables, important documents and any other essentials aside. Keep them in a closed off room like the bathroom and remember to grab them when you’re leaving.

• Make sure your phone is fully chargedyou’ll be doing lots of organising today.

• Organise spare boxes for the extra stuff that always materialises at the last minute. Supermarkets are a good source of free ones.

• It’s a good idea to organise a cleaner for the final cleaning.

• Make sure you’ve got the phone number for the removal company handy.

We recommend World Moving & Storage. Contact them at worldmoving.co.nz or 09 820 6060.

• Make sure there’s room for the truck to park outside your house and block off space if you need to. It’s also a good idea to let your neighbours know the truck will be there in advance.

• Fill up your car with petrol - you’ll be using it a bit today.

• Have some basic tools handy, like a hammer and screwdrivers to help break down furniture.

• Grab some cash for the removal team and any last minute emergencies. Set aside essentials that you’ll need throughout the day: Kettle

Tea, coffee, milk, sugar, mugs, corkscrew or bottle opener and a few cold ones for the helpers! Snacks

Cleaning materials including a vacuum cleaner, dustpan, broom and bin liners.

THE MOVE

This is the tricky bit - at least now it’ll be organised chaos!

• Allocate jobs to your mates or family who have turned up to help.

• Remove any hazards from around the work area, such as doormats, rugs, hanging plants, pot plants and planter boxes.

• Give clear instructions to the removal team. Tell them what’s going and what isn’t, and remind them of any fragile items.

• If bannisters or other fixtures are going to get in the way, arrange to have them carefully removed for later reinstatement. Your property manager’s prior approval is required.

• Have a map handy for the removal team, so they know exactly where they’re going.

• Leave a card with your contact details so the new occupants can forward mail.

• Turn off and unplug any appliances that are staying.

• Take a final meter reading from your electricity or gas meter. Ring your power company to let them know the readings.

• Do a final tour of the house to pick up any remaining items - clocks are often overlooked! Make sure to check outside as well - your garden gnomes don’t want to be left behind!

• Remember to lock all the windows and doors before you leave.

• Say cheerio to the neighbours!

UNLOADING

You’re almost finished, hang in there!

• Turn on power and water - remember to take new meter readings.

• Get the essentials box out and get the tea and coffee sorted.

• Put the kids in charge of their own thingsit’ll keep them busy and out of the way.

• Let your helpers know exactly where you want things to go so you’re not left to shift heavy items later on.

• Appoint someone to direct helpers as they carry things in.

• Say hello to your new neighbours.

• Don’t try to unpack everything now, just stick to the essentials and the rest can wait.

• Grab the bubbly from the chilly bin and toast your new house!