Frequently asked questions

We’ve listed some of our customers' most frequently asked questions to help you get started. If you can’t find what you’re looking for, why not drop us a line?
Why did you start propper?

Like you, we personally understand the stresses of being an investment property owner.
If you’re like most landlords, you’ll have likely had at least one less than average experience with property managers along the way, and have probably been paying between 6 - 11% of your total rental income for a level of service that wasn’t up to scratch. We didn’t think this was fair, and saw a better way.

Is propper a licensed Real Estate Agent?

Yes, we are. We’re a fully licensed agency in Victoria, New South Wales and Queensland.

Our license numbers are:
VIC 083542L
NSW 10060610
QLD 4194740

What services does propper offer?

Propper is a full-service property management service for owners. Our smart technology automates the everyday mundane tasks that typical property managers do manually, allowing our expert local property managers to focus on providing you and your tenants with an outstanding level of support service. This combination of clever technology and customer focused industry experts provides a seamless renting experience for property owner and tenant.

What locations does propper cover?

Propper’s property management service coverage zone includes:

  • Greater Metropolitan Melbourne
  • Geelong
  • Greater Metropolitan Sydney
  • Wollongong
  • Central Coast
  • Newcastle
  • Greater Metropolitan Brisbane
  • Gold Coast

We are adding new locations all the time, so if your property is located outside the above listed areas please still register your interest in our service and we’ll be in touch when we’re operating in your area.

Why is propper less expensive than traditional property managers?

To put it simply, we have lower overheads. We deliver our service through a harmonious combination of a customer focused property management experts and a technology platform that is designed to save you and our team time. We’ve simplified and automated many of the traditional daily tasks that property managers are required to undertake so that they can focus more on the people part of things, such as solving your problems and answering your queries.

How do you handle maintenance or repair issues?

When a tenant reports a maintenance or repair issue either via the app, SMS, email or phone, we’ll firstly work hard to understand the problem with as much detail as possible (including videos or photos).

Our experienced Relationship Managers will then work with either our in-house maintenance team (propper maintenance) or an externally appointed trade to quote and resolve the issue, while keep you in the loop. We can also contact you directly if you prefer to handle maintenance items yourself.

If you like to be more of a ‘hands-off’ investor, to make your life easier, you can pre-authorise propper to act on maintenance or repairs issues up to a maximum threshold, without needing to seek your approval. Conversely, if you’d like to be involved just set that as your preference when you first sign up to propper, and we’ll contact you anytime an issue arises for a further discussion, advice and to seek your instructions.

Tell me more about your in-house maintenance service?

At propper, we’ve recognised that maintenance and repairs costs can quickly add up and often property managers work with a small network of tradesman that often don’t provide competitive quotes for generally relatively uncomplicated, but important work. That’s why we started propper Maintenance. As a propper landlord, you’ll have access to our dedicated in-house team of highly experienced, licensed and insured tradesman that provide our customers with:

  • Quality work guaranteed
  • Lowest-cost guaranteed work (if you find a comparative quote, we’ll beat it by 10%)
  • Professional and friendly customer service
  • Priority job completion

propper Maintenance is currently available to property owners in Metro Sydney. Melbourne, Brisbane and the Gold Coast will be launched in early 2020.

How are we different to traditional property managers?

Unlike traditional property managers, we’re focused on the future. Our use of technology allows us to provide you with a more transparent, efficient service at a lower price-point. With propper, some of the major advantages that you’ll enjoy are:

  • Low, all-inclusive management fee (with no additional, hidden charges like monthly ‘admin’ fees or ‘end of year tax statement’ fees)
  • On-demand service from your dedicated Relationship Manager
  • Get your rent money faster with daily rental income payments to owners (not the usual monthly)
  • Lowest cost and quality guarantee on maintenance and repairs
  • 24/7 access to your investment with our online landlord portal
  • 3D property tours and inspections
  • Regular routine inspections (up to 4 per year)

You don’t have a local office, how can you manage my property?

At propper, we’ve split up the traditional tasks of managing your property which means we are able to better manage your property without the need for a fancy local office space. We have Relationship Managers who work full-time in our city head office, and are available to you or your tenants to connect when you need them. The Relationship Managers are supported by a mobile Local Asset Specialist who are local to your property and are responsible for the ingoing/outgoing condition reports, routine inspections and anything else that requires one of our team to be at your property when required.

Through technology and by separating these tasks, we’re able to make our team more available to service needs of our customers, whilst ensuring we have real local agents on the ground who can be at your property whenever it may be required.

Do I get a dedicated point of contact with propper?

Absolutely. As a propper customer you’ll have a dedicated Relationship Manager looking after you, your property and your tenants. You’ll have their direct mobile phone number and email address so you can contact them directly for anything you need.

Do you manage commercial properties, Airbnb or boarding houses?

Unfortunately no. At this stage we’re focused purely on leasing and managing long term residential investment property only.

Can I meet someone from propper in person?

Absolutely. If you require a face-to-face meeting with a propper expert, one of our Local Asset Specialists would be only too happy to take you out for coffee (on us), or meet you at your home, work or investment property. Just let us know when and where and we’ll be there. You’re of course welcome to visit us at our office at any time as well.

Am I locked into a contract with propper?

Absolutely not :) You can leave at any time with 24 hours notice.

Where can I find customer reviews on propper?

We take a great deal of pride in the service we provide our landlords and tenants. As such, we currently have an average rating of 4.9/5 stars from hundreds online customer reviews.

You can read our customers reviews on Product Review, Facebook, or by googling us “propper Property Management”

Can propper pay for recurring property expenses such as council rates, strata levies and water?

Absolutely. When you join propper online, you’ll just need to select which services you’d like us to take care of. We’ll then make sure each of these notices are redirected to propper for payment on your behalf. We’ll simply use the rent collected from your property to make payment of these invoices and it’ll all be reflected on your statements.

How many routine inspections do you do?

We’ll do up to the legal maximum in each state at no extra charge! For NSW and QLD property owners, that’s up to 4 per year. In Victoria, the legal maximum is 2 per year.

When you join propper, just tell us how many inspections you’d like us to conduct each year on your property (observing the legal maximums in your state).

I already have a property manager, how can I switch to propper?

It’s actually a lot easier than you may think.
If you already have a property manager managing your investment property, we’ll take care of the entire process of switching over to propper for you, including leasing your current property manager know that you’ll be leaving. We’ll then arrange for the seamless transfer and advise your existing tenants of the change so that we start collecting the rent.

It’s just 3 simple steps:
Step 1: Join propper online, by clicking here.
Step 2: We’ll send you a copy of our Management Authority to electronically sign via email
Step 3: Once you give us the go-ahead, we’ll notify your current property manager and arrange a seamless transfer with them. On the day of transfer, we’ll give your tenants a welcome call and we’ll give you an update too.

In NSW and QLD, your previous agent may require a notice period. If in the event that a notice period (typically 30 days) is required to be seen out, we’ll simply book in the handover to propper on the 30th day of the notice period expiring and take over immediately after the notice period has been served.

What’s the difference between your Standard and Premium Leasing Packages?

No matter which leasing package you select, you can be sure propper will be able to secure you a quality tenant for your property. Clients who select our Premium Leasing Package will generally achieve a faster result, which in turn minimises vacancy of the property.

If you select our Standard Leasing Package (at $499 inc GST) you’ll receive:

  • Professional photography
  • Your property listed on Realestate.com.au, Domain and 3 other major property listing portals
  • Saturday, weekday and on-demand inspections
  • 3D Property Tour and Ingoing Inspection Report

If you select our Premium Leasing Package (at $799 inc GST) you’ll receive everything in the Standard Leasing Package plus:

  • Premium (Top of Page) Advertising on Realestate.com.au (giving you 4.5x more views on your property’s listing)
  • Digital image enhancement
  • Digital virtual staging
  • Signboard

When do I pay the Leasing Fee?

The Leasing Fee is payable when a new tenant successfully moves into your property.

The Leasing Fee is payable ‘on success’, which means it’s only charged you to at the point we have successfully secured you a new tenant, and signed a lease with the new tenant.

Wherever a Leasing Fee is payable, it will be deducted from your first rent disbursement at the point of your next normal disbursement.

Do I pay the Leasing Fee if my existing tenants renew their lease?

No, if we don’t need to go to market and advertise your property for lease, then you will not pay a Leasing Fee for a simple lease renewal. The Leasing Fee only is applicable if we are advertising your property for lease, and sign a lease agreement with new tenants.

This is unlike most traditional real estate agencies, who will charge you a fee (typically 1-2 weeks rent) for getting the current tenants to extend their lease.

Can I list my property for lease with propper and another agent at the same time?

This is called a co-listing. Due to the significant amount of upfront costs incurred by propper to advertise your property for lease, propper only enters into an Exclusive Leasing and Management Agreement with our customers. Propper will not co-list or provide a customer with a non-exclusive Leasing Agreement.

How do you advertise my property for lease?

Gone are the days where to find a tenant your property need to be listed for lease in the window of the local real estate agency.

To find you a quality tenant quickly, we advertise your property on all the major online listing websites, including:

  • Realestate.com.au
  • Domain
  • RealestateView.com.au
  • Homesales.com.au
  • Rent.com.au
  • Homely.com.au

If you select our Premium Listing Package, your property will be given Premiere listing on Realestate.com.au (Australia’s #1 online property website), bringing 4.5x more renters to your property’s advertisement - ultimately, helping you secure a quality tenant faster.

Can I bring my own photos?

If your own photos were taken by a professional, meet our standard and you have the high resolution files in either JPEG or PNG format - absolutely! If they don’t meet these requirements we’ll send in one of our professionals to make sure your property looks its best when advertised for lease online.

How do you screen prospective tenants?

Finding you the right tenant is one of the most important things we do, so we take it very seriously.

It starts with making sure we’re marketing your property better than anyone else, with eye-catching photos, online 3D property tours, and clear well-written (and accurate) property descriptions. This brings more interest to your property, which ultimately means more tenants to choose from.

Once we have interested parties for your property, our rigorous tenant screening and selection process commences. This includes:

  • Tenant checks against the National Tenancy Database and Equifax for blacklisting, court judgements, bankruptcy and any credit defaults.
  • Identification verification, sourcing at least 2 photo ID documents, supported by a third government issued identification document.
  • Rental affordability check, using the last three (3) payslips to validate income to rent ratio, and ensure no more the weekly rent does not exceed more than 35% of the tenants net income (take home pay).
  • Employment reference checks to verify income, critical employment information and a character reference from the employer.
  • Reference checks with their previous Property Manager or Landlord, verifying rent payment history, property condition during tenancy, critical lease information to form a view if the tenant has been an honest, reliable and responsible tenant in the past.
  • Verification of their previous tenancy ledger, showing rent payment history to verify rent payment behavior during their entire previous tenancy.

Once we have all this information, we’ll then present all the applicants (ranked in order or our recommendation) to you for your review and final approval.

Do I need to have my property professionally cleaned before my tenants move in?

It’s important that your property is provided to your tenants in a clean, tidy and habitable condition. In today’s world, tenants expect their new home to be pristine on the first day of occupancy. We highly recommend a professional bond clean be completely before your first tenants move in. This sets the standard for the condition the property must be handed back to you in at the end of the tenancy, and sets the tenancy off to a great start.

A dirty, untidy or property riddled with maintenance issues at the commencement of any tenancy can often set the tenancy off to a bad foot, and is more likely to result in the tenant not renewing at the end of a fixed term, costing you more money in the long run.

When will inspections run for my property?

At propper, our aim is to lease your property to a quality tenant as quickly as possible, helping you avoid unnecessary vacancy costs. To do this, we will:

  • Hold advertised open for inspections on a Saturday between the hours of 9am - 2pm and on a weekday between 9am - 6pm.
  • If access to the property is permitted at any time, we will enable ‘on-demand’ private inspections to prospective tenants where available throughout the week.

After I join propper, how quickly can you get my property listed online?

Providing you can facilitate access to your property, and your property is in a clean and presentable condition, we can have your property listed for lease online generally within 48 hours of joining propper.

How do tenants report maintenance issues?

Our tenants are educated on how to best report any maintenance or repairs issues with the property whilst a tenant in your property.

Tenants can report maintenance requests via:

  • Their online propper tenant portal
  • Via email directly to your Relationship Manager
  • Via SMS directly to your Relationship Manager
  • A phone call directly to your Relationship Manager, or any other member of the propper team, working together to manage your property.

Whenever a maintenance issue is reported, we request tenants provide photos and/or videos to help us better understand the problem.

In any event we are notified of a maintenance issue with your property, we’ll immediately notify you (unless you’d prefer us not too).

How does propper deal with maintenance and repairs?

Once a maintenance request is reported or received by your Relationship Manager, we’ll carefully assess the request to understand first:

  1. Is the maintenance request a genuine request?
  2. Who is responsible for the cost of resolving the issue (tenant or owner)?
  3. What is the most suitable, cost-effective method to resolve the issue?

Wherever possible and practical, we’ll always attempt to bring you a quote or estimate from our in-house maintenance team (propper Maintenance) as to the likely costs when we first notify you of the issue so you can make a quick and easy decision as to if you’re happy to resolve the issue on the spot.

What are the benefits of using propper Maintenance?

At propper, we’ve recognised that maintenance and repairs costs can quickly add up and often property managers work with a small network of tradesman that often don’t provide competitive quotes for generally relatively uncomplicated, but important work. That’s why we started propper Maintenance. As a propper landlord, you’ll have access to our dedicated in-house team of highly experienced, licensed and insured tradesmen that provide our customers with:

  • Quality work guaranteed
  • Lowest-cost guaranteed work (if you find a comparative quote, we’ll beat it by 10%)
  • Professional and friendly customer service
  • Priority job completion

propper Maintenance is currently available to property owners in Metro Sydney. Melbourne, Brisbane and the Gold Coast will be launched in early 2020.

Can I use my own tradesman if I prefer?

Absolutely. If you have your own tradesman that you prefer to use to deal with any maintenance or repair issues that arise on your property you are absolutely able to do so. Just put us in touch with them, so we can coordinate access with your tenants to make life easy for your tradesman.

I’m a busy person, can I pre-authorise you to act on maintenance or repairs issues up to an agreed limit without you needing my approval?

Absolutely. When you join propper and you complete our Landlord Starter Form, just select from the nominated amounts as to how much you wish to pre-authorise propper to act up to. This can be as little as $100, or as much as $1,500 per item.

Do you guarantee all work undertaken on my property?

Where you choose to use propper Maintenance to complete any maintenance or repairs issues on your property, propper Maintenance will 100% guarantee all work completed by propper Maintenance.

Any work completed by a third party tradesman that was not propper Maintenance Pty Ltd, will be subject to the guarantees and warranties as required of the independent tradesperson by law (not propper Pty Ltd).

How do I apply for a property after an inspection?

Once one of our friendly Leasing Consultants have shown you through a property and you are certain it's the right home for you, you can apply online using 1form.

On the advertisement listed on realestate.com.au or domain.com.au there will be a link to “Apply Online”, simply follow the prompts to either sign up or log in to the 1form application.

Once collated, all of your details will be sent via an online application to our Leasing Agents.

Please remember to give us as much information as possible and upload all supporting documents requested to avoid any delays in processing your application.

A Leasing Specialist will be in touch with the outcome of your application.

What happens after my application is submitted?
Once your application has been verified and checked, your application will be submitted to the landlord(s) for their consideration. Once assessed by the landlord, a propper Leasing Specialist will be in touch via email or phone to let you know if your application has been approved or declined. If approved, you will receive an email outlining important next steps.
How do I secure the property after my application has been approved?
Once approved, you’ll be required to pay a holding deposit to secure the property. Once the holding deposit has been received, propper will decline all other applicants, and remove the property from the market. A holding deposit must be received within 24 hours of the formal application approval being provided.
How do I pay my bond and rent in advance?

An essential step after having your application approved and paying the holding deposit is the final payment of a complete bond and rent in advance. Instructions on how to make these payments are included in the email we send to advise you that your application was approved. It is important you follow these instructions correctly to avoid any delays in the start of your tenancy.

Without confirmation of your bond payment and minimum rent in advance, no access will be granted or keys released to your property on the day of your lease commencement.

How and when do I sign my lease agreement?
At propper, you can forget cumbersome pen and paper lease signing processes. A copy of your lease will be emailed to you and all other approved lease holders to review and electronically sign. Please read the lease carefully as a Residential Tenancy Agreement is a binding contract. If you are happy with all the details and conditions in the Residential Tenancy Agreement, simply follow the easy prompts to execute and finalise the document electronically. A copy will be emailed to you directly once all parties have signed the Lease Agreement.
How do I collect keys to my new property?
At propper, we aim to make move-in day as smooth as possible for you. Unless otherwise arranged with you, a secure key safe will be present at the property with at least one set of access keys enclosed. The code and location of propper’s key safe will be sent to you at 12:01am on the morning of your lease commencement date, providing your complete bond and minimum rent in advance payments have been made and cleared into propper’s bank account.
How and when do I get a copy of my condition report?
An electronic copy of your Ingoing Condition Report will be emailed to you on the day that your lease commences. Coupled with your Ingoing Condition Report, you will also be sent a link to a 3D Interactive Tour of your new home. This will be used to supplement the Ingoing Condition Report as evidence of your new home’s condition at the commencement of your tenancy.
Do I need to do anything with my condition report?

As a tenant, it is your responsibility to comprehensively review the condition report provided to you at the commencement of your tenancy agreement and make sure it accurately reflects the condition of the property as at the date your tenancy agreement commenced. Even if you agree with the condition of the property as stated on the report, it’s good practice to mark up a copy of the condition report stating your agreement, and email it back to your propper Relationship Manager within the required number of days as per your states legislation.

If you do not agree with the condition report in any way, please mark it up with your relevant comments and email it back to your propper Relationship Manager, accompanied with photos or videos that evidence your comments within the required number of days as per your state’s legislation.

If there are urgent or standard repair requests contained, please highlight these in the body of the email.

For tenancies in NSW and VIC, your completed condition report must be returned to propper within seven calendar (7) days of your lease commencement date. For tenancies in QLD, your completed condition report must be returned to propper within three (3) calendar days of your lease commencement date.

If you fail to return your Ingoing Condition Report to propper within the required number of days, then the official condition of the property at the commencement of the tenancy will be recorded as per the condition report provided to you by propper and no comments or adjustments will be accepted.

How do I pay my rent?

When you were initially approved for your tenancy with propper, you would have received an email with instructions on how to pay both your initial holding deposit and all future rent.

With propper, you have a couple options on how to pay your rent;

Direct Debit

  • You can choose to pay your rent via Direct Debit. To set up a Direct Debit with propper, please see your Relationship Manager.

BPAY

  • To pay via BPAY, use BPAY Biller Code 4481 and the DEFT reference number you were provided at the commencement of your tenancy.

Credit Card

  • To pay your rent via Visa, Mastercard or Amex, please visit https://www.deft.com.au/ and use your DEFT Reference Number. Payments via credit card attract a small surcharge.

In Person

  • If you wish to pay in person, you can do so at any Australia Post. You will need to be provided with a DEFT Payment Card which can be obtained from your propper Relationship Manager.
How do I pay a tenancy invoice?
Payments for an invoice for water usage, maintenance or any other service are made the same way you pay your rent. If you pay your rent via Direct Debit then your tenancy invoice will automatically be deducted from your nominated bank account or credit card on your normal debit date just prior to the invoice due date.
What happens if I can’t pay my rent by the due date?

At propper we hold a zero tolerance to arrears, your rent is due as cleared funds in our account by the due date. To avoid any arrears calls, emails, text or possible termination ensure you set your payment to be made at least 24 hours before the due date.

If you are experiencing financial hardship, please contact your propper Relationship Manager for a discussion about your individual circumstances.

What is the tenant portal?

As a propper tenant you will have 24 hour access to your own propper tenant portal, where you can:

  • Log maintenance and repairs requests
  • Track your rental payments and tenancy invoices
  • Access your tenancy documents
  • Communicate with your propper Relationship Manager

When you were initially approved for your tenancy with propper you would have received an email inviting you to join our portal. If you can’t find this email or accidently deleted it, contact your propper Relationship Manager for a new invitation link to be sent to you.

How do I update my contact details if they change?

As a tenant you have a responsibility to ensure that your personal and contact information held by propper is correct at all times.

It's important to remember to update us if any of your contact information changes or you change jobs, by emailing support@propper.com.au

Am I protected by my Landlords insurance policy?

No, it is solely your responsibility to insure your personal contents, if the landlord has coverage this will only cover the property damage. If there is ever a flood, leak or situation where your personal items are damaged - you will need your own cover in place. We highly recommend that you take out a cover that best suits your needs.

How do I report any maintenance issues or repairs?

For any non-urgent maintenance or repairs you can either;

  • Log into your portal and log the maintenance requests along with photos of the issue or
  • Send an email to support@propper.com.au with a detailed description and photos or video of the issue.

Once you have logged the maintenance or repair request, your propper Relationship Manager will be notified of the request. You will receive a notification from us when your Relationship Manager has acknowledged the request.

I have an urgent maintenance request, what do I do?

You must immediately contact your propper Relationship Manager. If you are unable to reach them, please contact our main number on 1300 622 751 and follow the prompts relating to ‘urgent maintenance and repairs’.

It’s outside of standard business hours and I have a maintenance emergency?

If you experience an emergency outside of business hours please call 1300 622 751 and follow the prompts to be connected to propper Maintenance or a trusted tradesman in your area.

Please be sure to listen to the "What constitutes an Emergency Repair" disclaimer before proceeding to book in the job. This disclaimer will explain to you what is constituted as an Emergency Repair in your state based on your states relevant legislation.

How do I contact my Relationship Manager?

At the commencement of your tenancy you are assigned a Relationship Manager, they will give you a call as an introduction and a follow up email will be sent to you containing their details.

Should you forget them please email support@propper.com.au and your message will be passed on.

If you remember your Relationship Manager by name, but can’t find their contact information, visit our team page and you’ll be able to find it there.

Can I add or change a tenant on the lease agreement?

If you wish to make any changes to your lease agreement you will firstly need to get in contact with your Relationship Manager.

  • To add a leasee to your Residential Tenancy Agreement, we will require a completed online application form from the proposed new lessee. They will be subject to the same tenancy screening processes as any new prospective tenant applying for a property for lease with propper.
  • Based on the reason for the change and the application of the lessee the landlord may approve or decline the request. Your propper Relationship Manager will notify you in writing as to the decision made by the property owner.
  • If approved, your propper Relationship Manager will provide you with the relevant documents to e-sign to add the new lessee to the bond and Residential Tenancy Agreement from the agreed effective date.

If you wish to remove a leasee from the lease, please put in writing your request to your propper Relationship Manager. Your request will need to be considered by the property owner. If approved;

  • The remaining leasee will need to fill in a new application form to ensure they meet the minimum criteria to maintain the lease and verify nothing has changed with their employment or financial position since signing the original lease.
  • All remaining parties will need to re-sign a new lease with the remaining leasee’s nominated on the lease agreement only
  • The departing leasee will need to be removed from the bond as per your relevant states process.

What are my obligations regarding providing access for contractors?

Unfortunately, it's inevitable that at some stage during your tenancy you will need to allow access for a trade or Strata/Body Corporate.

You will need to make every effort to accommodate these rare access requests or leave keys for access, where propper or the landlord has provided adequate notice (as per your states applicable legislation).

For tenants in VIC or QLD, 24 hours written notice in required
For tenants in NSW, 48 hours written notice is required

Failure to provide access to a contractor, Strata/Body Corporate or any other agreed third party may result in missed appointment fees being passed onto you as the tenant.

How often will routine inspections take place?

Within the first 3 months of any tenancy we aim to complete our first routine inspection to make sure you are settling into the property well.

A date for this inspection will be booked in and you will be notified of this booking via email no less than seven (7) days prior to the planned inspection date. We will provide you with a 2 hour window as to the planned inspection time on the day.

Whilst we will try our hardest to accommodate any exceptional circumstances, it may not be possible to change the date or time of your routine inspection.

For tenants in VIC, routine inspections will occur twice annually.
For tenants in QLD or NSW, routine inspections will generally occur twice annually, however may occur up to four times per year at the landlord's discretion.

When can I renew my lease agreement?

You will be contacted up to three months outside the expiry date of your Residential Tenancy Agreement to understand if you wish to consider renewing your lease.

If you wish to discuss the renewal of your lease earlier, please contact your propper Relationship Manager.

I’ve locked myself out of my property. What do i do?

If you have simply locked your keys inside, and know where all set of keys to your property are:

If this has occurred during business hours you can contact your Relationship Manager to see if we can provide you with propper’s keys to your property to let yourself back in. Please note, if you are provided propper’s keys to your property you are expected to return these to propper’s Head Office in your state within 48 hours.

If you happen to lock yourself out after hours, a locksmith will be required at your cost.

If you have lost your keys;

For security, you will need to contact a locksmith to replace the locks. In this case, propper will need

  • To be notified by you in writing that the locks have been replaced
  • You will need to provide propper with a complete new set of access keys within 48 hours of the locks being replaced.
  • What if I need to break my lease agreement?

    If you need to end your agreement early, you should give as much notice as you can. The more you can do to help, the less you may have to pay.

    If you will be breaking your lease, the costs and terms of your breaking your lease early will be stipulated on your Residential Tenancy Agreement.

    • For tenants in NSW, if you are in the first half of your fixed term agreement, you will be required to pay 6 weeks’ rent. If you are in the second half of your fixed term agreement, you will be required to pay 4 weeks’ rent.
    • For tenants in QLD or VIC, you will be required to pay rent up until a replacement tenant can be found to lease the property.

    In addition to the rent compensation requirements listed above, you may also be required to pay a break-lease fee as reasonable compensation for re-letting costs. Depending on your state, the requirements and fee is different. Please contact your Relationship Manager immediately if you intend to break your lease so they can provide you with a full summary of the costs that may be involved.

    I have a complaint. Who do I send this too?

    At propper we are committed to providing you with the best tenancy experience possible. If you wish to raise a complaint of any nature, please put your complaint in writing to our Head of Property Operations, Jess Alvial via the contact details below

    Jess Alvial
    Head of Property Operations
    M: 0433 945 434
    E: jess@propper.com.au

    I want to move out. How much notice do I need to give?

    For tenants in NSW:

    • If you want to end your tenancy when the fixed term period is ending (but not before), you need to give at least 14 days' written notice. This notice can be given up to and including the last day of the fixed term.
    • If you want to end your tenancy after the fixed term has ended, and you have not signed another agreement on the property, you need to give at least 21 days' written notice.

    For tenants in QLD:

    • If you want to end your tenancy when the fixed term period is ending (but not before) or at any time after the fixed term has ended, you need to give at least 14 days' written notice. If you wish to move-out before the end of the fixed term, then you are breaking the lease and penalties will apply. Please refer to our FAQs on break-lease.

    For tenants in VIC:

    • If you want to end your tenancy when the fixed term period is ending (but not before) or at any time after the fixed term has ended, you need to give at least 14 days' written notice. If you wish to move-out before the end of the fixed term, then you are breaking the lease and penalties will apply. Please refer to our FAQs on break-lease.

    Who do I send my notice to leave to?

    If you intend to terminate your lease agreement, you will need to send your written notice directly to your propper Relationship Manager or supp

    What happens after I give my notice to end my tenancy?

    Once we have received your formal notice an email will be sent to you listing the next steps and explaining the process in detail. In this email we will provide you instruction relating to;

    • Your final rent payment to settle all outstanding rent, plus any outstanding tenancy invoices (if applicable)
    • Any make-good items that may require your attention before you move out
    • End of lease cleaning and returning your property to the condition it was provided to you in as per the ingoing condition report.
    • Scheduling your move out with your body corporate (if Strata Managed building)
    • Handing back the property keys to propper
    • Your final inspection date and Outgoing Tenancy Condition Report
    • Refunding or claiming your bond

    When will the final inspection take place?

    Your Relationship Manager will lock in a time with you for the final inspection, which will occur within 7 days of your tenancy ending.

    We encourage you to be there for your final inspection, however it's not a requirement for you to be in attendance.

    Where do I leave my keys at the end of the tenancy?

    If you are unavailable to be at the property for the final inspection to hand back all sets of property keys provided to you, you will need to;

    • Secure one set of access keys in the key safe provided to you at the commencement of your tenancy. All other keys should be securely placed in the top kitchen draw.
    • The key safe should be placed in the same place as you were provided it at the end of your tenancy. If you require further instruction as to where to place the key safe on your departure, please contact your propper Relationship Manager.

    If you were not provided with a key safe at the commencement of your tenancy, please contact your propper Relationship Manager for further instructions.

    How long will it take for my bond to be returned?

    We strive to have your tenancy finalised, any bond amount refunded to all tenants within 14 days of your final date of occupancy.

    Please note, that if at the final inspection the property condition is not as it was on the Ingoing Condition Report, less fair wear and tear, this may prolong the period of time it takes for propper to be able to finalise your tenancy and refund all or part of your bond.

    How do I pay my final rent and or invoices?

    The same way as you normally pay your rent.

    Check to see if your property is eligible for the propper sevice