Our Tenant Hub

Emergency maintenance refers to repairs that need immediate attention because they pose a serious safety risk or could cause significant damage to the property if not fixed quickly. Under the Residential Tenancies and Rooming Accommodation Act 2008 (Qld), emergencies include things like a burst water pipe, a blocked or broken toilet (where only one exists), a serious roof leak, gas leak, dangerous electrical fault, or a total loss of essential services such as water, power, or gas. It also covers serious flooding, storm damage, or a failure of essential appliances like the stove, oven, or hot water system.

If you experience emergency maintenance, you may contact our preferred trades directly. For electrical emergencies, please call DC Electrical on 1300 707 694. For plumbing or gas emergencies, call Murphy Plumbing & Gas on 0415 522 959. These trades know our properties and can respond quickly. Once you’ve contacted them, please also log the issue in the PropertyMe App or your Elevate 360 Portal so we can record it.

It’s important to understand that not everything that feels urgent is legally considered an emergency. A chirping smoke alarm, for example, is not an emergency. This usually means the battery is low or due for replacement. If you choose to call a trade for this type of non-emergency issue, the cost will be passed onto you. Instead, please report it as standard maintenance through Tapi, PropertyMe, or your Elevate 360 Portal so we can handle it promptly.

There’s also a difference between general residential tenancies and rooming accommodation when it comes to emergency repairs. In general tenancies (like most houses and apartments), the tenant is responsible for contacting emergency trades if they can’t reach the agent, while in rooming accommodation, the provider must ensure emergency repairs are attended to quickly and typically arranges the trades directly. Regardless, you must still notify us as soon as possible so we can record and monitor the repair.

If you ever find yourself in a situation where you might not be able to pay rent on time, it’s important to let us know immediately – before the due date passes. We understand that things happen unexpectedly, but communication is key. Contact us through PropertyMe so we can note it on your file and discuss your options.

Late or missed rent payments are considered a breach of your tenancy agreement under Queensland legislation. Ignoring rent arrears or avoiding communication only makes the situation more serious. By reaching out early, we can often help you work out a short-term solution or repayment plan that keeps your tenancy on track.

Keep in mind that consistent late payments can impact your rental history and future references, so being proactive and transparent is always the best approach. We’re here to work with you, not against you – as long as you keep the lines of communication open.

If you’d like to keep a pet at the property, you must submit a Pet Request through your Elevate 360 Portal before bringing the animal into the home. Queensland tenancy laws allow tenants to request pets, but the property owner still has the right to consider the application and impose reasonable conditions (such as keeping the pet outdoors, flea treatments, or additional cleaning requirements).

Your request should include details about the pet — type, breed, age, size, and temperament — along with any supporting documents such as vaccination records or references from previous rentals. We’ll assess your request in line with body corporate rules (if applicable) and property suitability.

If your pet is approved, we’ll issue written confirmation and any conditions attached to the approval. Keeping an unapproved pet at the property is considered a breach of your tenancy.

If one or more tenants are moving out or a new person is moving in, this is considered a Change of Tenancy. You must not change occupants without written approval from Elevate. All requests can be submitted through your Elevate 360 Portal.

We’ll need details of who’s leaving and who’s joining, along with identification and references for any new tenants. Once approved, we’ll update the lease, bond records, and ensure everything is compliant under the Residential Tenancies and Rooming Accommodation Act. Please don’t hand over keys or make informal arrangements without formal approval — it can cause issues for bond refunds and your tenancy record later.

Remember, any tenant listed on the lease remains responsible for rent and property condition until the change is legally processed.

A Fixture Request is when you’d like to install something at the property – such as hooks, shelves, blinds, or internet cabling. You must get written approval before installing any fixture, even if it seems minor. Lodge your request through your Elevate 360 Portal so we can review it with the property owner.

Your request should include a description of the fixture, where it will be installed, and whether it will cause any damage. In many cases, small non-invasive fixtures may be approved with conditions that you remove them and repair any marks at the end of your tenancy.

Installing fixtures without permission could result in you being responsible for removal and repair costs, so it’s always best to get the green light first.

In Queensland, there are two main types of rental agreements – general residential tenancies and rooming accommodation agreements. A general residential tenancy applies to a standard rental property such as a house, townhouse, or apartment. The tenant rents the entire property, pays rent directly to the managing agent, and is responsible for day-to-day upkeep and communication about maintenance.

Rooming accommodation, on the other hand, usually applies to shared living arrangements like boarding houses, student accommodation, or shared homes where tenants rent a single room and share common facilities. The provider (similar to a landlord) has greater involvement in property management and maintenance. For example, emergency repairs are typically arranged by the provider directly rather than the individual tenants.

If you’re unsure which type of agreement you’re on, check the top section of your tenancy agreement – it will clearly state whether it’s a general tenancy or rooming accommodation. This distinction determines what responsibilities apply to you and how maintenance and rent processes are managed.

About 100 days before your lease ends, we’ll get in touch to see what your plans are. If you’d like to renew, we’ll confirm the rent and lease term, and prepare a new agreement for you to review and sign digitally through DocuSign. If you plan to move on, that’s fine too — we’ll guide you through the vacate process, notice requirements, and how to get your bond refunded quickly.

At Elevate, we always speak with you first before contacting the property owner. This gives you the opportunity to share feedback about the property or raise any concerns you’d like addressed in the next term. It also allows us to manage renewals efficiently without unnecessary back-and-forth.

To ensure a smooth renewal, make sure your rent is up to date and the property is well maintained. If there are outstanding maintenance items or arrears, these will need to be resolved before a new lease is finalised.

Ending a fixed-term lease early is called a lease break. You can do this, but there are costs involved under Queensland law. These can include rent until a new tenant moves in, a portion of the reletting fee, and advertising costs.

If you’re considering ending your lease early, contact us as soon as possible so we can explain the process and help minimise costs where we can.

As a tenant in Queensland, your main responsibilities are to:

• Pay rent on time.

• Keep the property clean and in good condition.

• Report maintenance promptly.

• Respect neighbours and comply with any body corporate by-laws.

• Get written approval before making alterations, adding occupants, or getting a pet.

In return, you have the right to live in a safe, well-maintained property and to have your privacy respected. We’ll always act quickly on maintenance and communicate clearly about anything affecting your tenancy.