Tenant Information

Office Hours

The office is open from Monday to Friday between 9.00 am and 5.00 pm.

If you require service outside these hours, all you need to do is phone 03 9001 1559 and we will provide you with the number of our after hours mobile phone service.

Electricity, Gas and Telephone

We have formed an alliance with Connect Now, a specialist utility connection service provider, who can assist you in connecting and disconnecting your phone, gas and electricity when you move into one of True`s properties and also when you choose to leave. Better still the service is completely free of charge.

If you wish to use this extremely convenient service please let us know.

Rental Payments

You need to pay your rent in advance at all times. If at any time you are unable to make a rental payment, please contact your Property Manager. If we do not receive your rental payment and you have not contacted us then this may lead to you being issued with a Notice to Vacate so please let us know if you are going to be late with a rental payment.

Condition Report

This report is very important to you as it outlines the condition of the property at the commencement of your tenancy and will be used when you vacate the property to determine if there are any variations that you need to reinstate.

We will provide you with two copies of this report when you sign the tenancy agreement. You should review the report thoroughly and feel free to make any additional comments if you feel that the report is not entirely accurate.

It is also very important that after you have reviewed the report that you return it to us within 5 days of the commencement of your tenancy, retaining the blue copy for your records.

Rental Bond

Your rental bond will be lodged with the Reisdential Tenancy Bond Authority (RTBA) and is held as security against any unpaid rent or damage to the property. Shortly after lodgement, you will receive written confirmation from the RTBA that they have received your rental bond and will provide you with a Bond Registration Number.

Your rental bond will be refunded to you promptly after you have vacated the property provided that your rent is up to date and there are no monies owing for cleaning or repairs to the property.

Inspections during your tenancy

During the course of your tenancy, your Property Manager will inspect your property. We will contact you in advance to arrange a convenient time and will always ensure that we give you at least 7 days notice.

Repairs and Maintenance

All requests for repairs and maintenance are best reported via our website. To log your Repair Request on line click on the "Repair Request" button on the left hand side of this web page.

Your Property Manager will attend to all non-urgent repairs within one business day however, in many instances it will be necessary to obtain the owner`s approval before any work can commence.


We will retain a duplicate key in a secure location at our office in case we need access in an emergency.

If you do change any of the locks at the property, you will need to speak with your Property Manager first and then supply us with a spare set of the new keys.


The owner`s insurance cover on the property does not extend to cover your belongings. We strongly suggest that you take out comprehensive contents insurance to cover your belongings against fire, theft and other perils.

In the event that you, another occupier, or visitor accidentally damages the property and rectification work is required, you may be required to pay any excess that may apply to the owner`s insurance cover.


Your tenancy agreement states the maximum permissible number of people who can occupy the property. If there is any change in either the original occupants or any additional occupants, please notify your Property Manager immediately.

Unfortunately, you are not allowed to sub-let your property without the owner`s consent. So if you would like to sub-let your property, talk to your {roperty Manager first.

Termination of a Tenancy Agreement

Your tenancy agreement is a legal contract providing protection for both you and the property owner. You can only terminate this agreement in one of the following ways:

  • If you intend to vacate at the end of your tenancy agreement, you are required to give 28 days written notice to us prior to the expiry of your agreement  Once the fixed term has expired, unless you have been given notice to the contrary, you may continue living at the property. If you intend to vacate after your tenancy agreement has expired, you must give us at least 28 days written notice in advance.
  • If any unforeseen circumstances arise and you have to vacate the property prior to the expiration of your tenancy agreement, please contact your Property Manager immediately.

In this situation, we will endeavour to find another tenant to take over your tenancy obligations. If this occurs, you will be responsible for the following:

    • Payment of all rent until another suitable tenant moves into the property
    • Payment of a letting fee
    • Payment of all costs associated with the re-leasing of the property.

The letting fee and re-leasing costs will be calculated in accordance with the unexpired portion of your tenancy agreement.  For example, if there is 3 months left of a 12 month tenancy agreement, you will be responsible for 3/12 or 75% of the total costs. 

A Vacating Notice may be sent to us using one of the following methods:

  • Posted to Suite 1315a/401 Docklands Drive, Docklands VIC 3008, or
  • Hand delivered to the above address, or
  • Faxed to us on 03 9001 1556.

Unfortunately, we cannot receive Vacating Notices by email or over the phone as they are not legally permissible.

In addition to the information provided above, more information about renting can be found in the consumer booklet called Renting a Home. This booklet will be provided to you when you sign the tenancy agreement. A copy of this booklet can also be found in the "Documents and Links" section on the left hand side of this web page.