Tenant Services

Making yourself at home

We respect your rights as a tenant to quiet enjoyment and privacy during your tenancy. We are very different from traditional property management companies, we won't treat you as a number - we take the time to listen to your needs and assist you with a solution. We believe in fostering relationships of mutual respect – tenants to the EIS Team and the EIS Team to tenants.  We do take the management of investment properties seriously and all we ask from you is that you pay your rent on time and that you care for and respect the property as if it is your own home. We will do our best to assist you with whatever you need during our time together.

Condition and Inventory Report

For your protection, please ensure that you return the signed/amended copy of your property report to us within 7 days.  If this is not returned within this time frame, please be aware that the original inspection report will be used for the post vacating comparison, regardless of whether you agree with the original report or not.

Maintenance and Repairs

As specialists in our field we take pride in our professionalism at all levels and this includes strict adherence to the Residential Tenancy Act.  In part, this requires us to maintain your leased property as closely as possible to the condition it was in when your residency commenced.  There are also certain circumstances that may occur where we need to act quickly and effectively (see below for urgent and emergency repairs).  We rely on residents to help us by vigilantly reporting repairs required or maintenance that needs attending too.  Timely maintenance can save a great deal of trouble and money in the long run. Please note that the replacement of tap washers, fuses and light globes/tubes are a resident responsibility. If you have any questions or concerns, we ask you to contact us so that we can provide clarification or advice where necessary. 

Requesting general maintenance or repairs

When general repairs or maintenance are required to fix relatively minor damage, we ask that residents notify us in writing within 7 days.  Submit a maintenance request online under the RENTING tab, Maintenance or alternatively, you may email directly through to maintenance@eisproperty.com.au. For URGENT AND EMERGENCY REPAIRS please read below.

Urgent repairs

Urgent repairs arise when an essential service ceases to function.  An essential service includes; water, sewerage, electricity, cooking stove, hot water service, removal of grey water and any heating that came with the property.  Essential services do not include electrical fuses, light globes, tubes or tap washers.  If an urgent repair is required during business hours, please contact the EIS Office directly on 6232 4999.  Please see below for out of office urgent repairs.

Emergency repairs

Emergency repairs are those that could cause injury to someone or major damage to a property and may include broken or burst water pipes, a blocked or broken toilet (if another is not available), a serious roof or gas leak, dangerous electrical faults, flooding, rainwater inundation inside the property or serious flood damage, serious storm, fire or impact damage (i.e. impact by a car), failure or break down of gas, water or electricity supply, hot water service failure on a weekend or long weekend (this is not considered an after hours emergency if it occurs on a week night), faults or damages that makes the premises unsafe or insecure and faults likely to injure a person, cause damage or extreme inconvenience.

If an emergency repair is required during business hours, please contact the EIS Office directly on 6232 4999.

Urgent and Emergency Needs that Occur over a weekend or extended holiday period

If something occurs in your rented property of a weekend or over an extended holiday period that may be categorised as urgent or an emergency then the Residential Tenancy Lease instructs that you may call the property manager’s nominated contractor to attend to the issue.

A tenant may authorise the repairs to be done by a nominated repairer, or if there is no nominated repairer, a suitable repairer. A nominated repairer is a repairer who is nominated by EIS to carry out any repairs. A suitable repairer is a person who holds a licence (if necessary) to carry out the relevant repairs and is ordinarily employed to do so. Repairs are only to be carried out to the extent that the essential service becomes functional again.

Please be aware that if an after hours call out is made and the maintenance issue is deemed to be non urgent or not an emergency, you will be responsible for the additional costs.

Please ensure that you notify our office if you have arranged emergency repairs after hours on the first business day after the event.  To ensure EIS are in possession of the full story relating to the urgent or emergency repair, the tenant must supply the following:

·         a statement from the repairer, of the apparent cause for repair,

·         a copy of the account, and

·         a copy of the receipt.


Without this information, we are unable to reimburse any accounts paid by you.

Routine inspections

As part of our service to both residents and property owners we conduct periodic inspections on the properties we manage. These inspections allow us to report to the property owners on the condition of their property and equally, to help us resolve any issues residents may have with their tenancy.  To that end, you are welcome to be at home when we visit.  If you are a shift worker, it is possible to negotiate a date and time around your working week.  If you are not able to be present and there are matters you need to raise, we encourage you to leave something in writing in the kitchen where it can be seen by our Maintenance Manager.  You may also like to email ahead of time to maintenance@eisproperty.com.au

Frequency of routine inspections

Approximately six to eight weeks after a tenancy commences, our Maintenance Manger will conduct an initial inspection of your leased property.  As a rule of thumb, the inspections then occur every six months.  In any case, you are given plenty of notice advising when we’ll be conducting the inspection provided that we have your current contact details. Our normal practice is to give a minimum of 7 days notice.

Rent payments

Rental payments are due every 2 weeks and are to be paid fortnightly in advance. If your business or corporation pays your rent, calendar month payments may be arranged by prior negotiation with our office. When you enter into a lease with EIS, one of the conditions is that you agree to pay your rent by Direct Debit by granting EIS Property Management the authority to deduct the rental payments from your nominated bank account on the due date. This saves you the worry of remembering when your rent is due and for us to remind you!

If you know you are having an issue with your rent payments, please call our Accounts Department to discuss this.  We do understand that sometimes life does not always go to plan and it is far better for you to be pro-active and let us know.

Adding people to a lease that has commenced

Only the people who signed the original lease or who were originally approved as authorised occupants may live in a property.  If circumstances do change and someone else wishes to move into the property, you must seek permission from us.  The person wishing to move in must apply using our standard application form and submit the required documentation too.  EIS may not be able to approve your request if the property is not suitable for an additional tenant, or the person you are proposing does not meet our eligibility criteria.  Please contact our office directly to discuss this situation.

Change of tenancy

A change of tenancy may occur when a tenant moves out of a property, for example a shared tenancy, and the other tenants remain in the property.  Please note that no-one is allowed to reside in a property unless they have applied and been approved.  Please contact our office directly to discuss this situation.

Break Lease

A break lease occurs when tenants are unable to stay in a property to complete the period of a fixed term lease.  This can occur for many reasons and we understand that people’s circumstances can change.  If you find yourself in this situation, you are required to put your intention in writing by completing a ‘Notice of Intention to Break Lease/Vacate the Property Early’.  You need to contact our office as soon as possible so we can discuss the circumstances and the best way to proceed.

Lease Renewals

Provided that the owner of the property you’re leasing intends to continue leasing their property and that you have consistently met all the requirements of you tenancy, you may expect to receive an invitation of lease renewal.  Sometimes, other factors beyond control may determine whether or not your lease will be renewed.  E.g. A property being sold.  If you receive a Lease Renewal offer in the mail, it’s of vital importance that you let us know whether you accept the renewal or you wish to vacate.  This advice is required in writing or via email to info@eisproperty.com.au as soon as possible. 

Terminating a fixed term lease agreement

As soon as you know you will not be renewing your fixed term lease, you are required to give EIS written notice of your intention to vacate.  You are required to give 28 days written notice, prior to the end of your tenancy agreement (this notice can be given up to and including the last day of the fixed term of the tenancy agreement). If you are on a fixed term tenancy agreement, the end date of the notice cannot be before the end date of the agreement.  A 'Notice of Intention to Vacate the Property For Fixed Term Lease' form will be emailed to you as soon as you have notified our office of your intention.  Please be aware that the notice does not take effect until it is received in the EIS office and it has been signed by all departing tenants.  You are required to continue to pay rent through to the vacating date even if you have already left the property.  When your vacating notice has been received in the EIS office, a letter advising how to vacate your property will be sent to you.  Included is our cleaning checklist and it clearly explains how to leave the property in order to ensure you receive your full bond back.  You should also refer back to the Condition and Inventory report that you signed off on at the commencement of your tenancy. 

Terminating a no fixed term lease agreement

You are required to give 14 days written notice, to end your no fixed term agreement. 'Notice of Intention to Vacate the Property For No Fixed Term Lease' form will be emailed to you as soon as you have notified our office of your intention.  Please be aware that the notice does not take effect until it is received in the EIS office and it has been signed by all departing tenants. You are required to continue to pay rent through to the vacating date even if you have already left the property.

Returning property keys

The returning of property keys to our office signifies that you have vacated your leased property.  Keys are due back no later than 2pm the day after your final day in the property.  If keys are not returned by this time, additional rent may be charged.  With the keys, you must also bring any receipts of professional services performed in the property e.g. professional steam cleaning of carpets, professional fumigation where a pet was granted permission to reside in the property. 

Post vacating inspection

Once keys are returned, EIS have three business days in which to start the post vacating process.  A member of our staff will attend the property you have just vacated to inspect and ensure that due diligence has been followed and the property has been returned to the condition it was in when your tenancy commenced.  This determination is based on a comparison basis with the original 'Condition and Inventory Report' you signed off on and returned to EIS at the commencement of your tenancy.  If there are issues that require further attention, you will be notified and EIS will employ the services of the appropriate professional contractor/s to rectify the situation, the costs of which will be deducted from your bond.  Please note that in order for EIS to conduct a thorough post vacating inspection, Aurora is to remain connected for three business days after you vacate.

Service connections

Remember to contact any service providers you have established accounts with for you rented property and advise them of your vacating date so that bills can be finalised.  EIS does not take responsibility for connections in your name that have not been disconnected. Once again, when speaking to Aurora to finalise your account please remember that in order for EIS to conduct a thorough post vacating inspection, Aurora is to remain connected for three business days after you vacate.

Forwarding of mail

It is wise to organise a re-direction of mail for a month or so when you vacate your leased property.   This can be done through your local Australia Post office for a small fee. EIS cannot take any responsibility for personal mail that is delivered to a property that you no longer reside in.

Bond refund

When the post vacating process is completed, a bond claim form will be emailed to you.  At this point, your tenancy has been finalised.  With the bond claim form you need to attend a Service Tasmania office and they will release your funds.