Thank you for visiting our LOCATIONS estate agents FAQ page.
We understand that everyone is experiencing a difficult time, and we appreciate your patience while we work to maintain business as (un)usual.
Our first goal is to minimise disruption and risk to our clients, contractors and staff by implementing remote access and digital workflow.
Our second goal is to keep the lines of communication open. Although many things are out of our control, and as changes are occurring on a daily basis, you can find answers to some of your questions below.
If you can’t find your answer here, please directly contact your preferred agent, property manager or via our Contact Us page.
We hope this page provides useful information and assurance that we are doing everything possible to keep things running.
We are all in this together.
We must ensure that there are no more than 10 people (maximum of 3 people can conduct the open house/auction in addition to the 10 attendees) present in the property at any one time with at least 4 square metres of space for each person present in the property. We must also ensure that social distancing requirements are adhered to with a space of 1.5 metres between each person. Please take particular care to observe these rules in small and confined spaces such as bathrooms and hallways.Contact information must be kept about all attendees and staff for contact tracing purposes, including name, address and mobile number for a period of at least 28 days. Prior to inspections (both private and via open home) ALL buyers will be required to complete a ‘Covid-19 Personal Information Collection Notice’. This form will be supplied by a LOCATIONS team member.
Social distancing must always be observed:
• No more than one person per 4 square metres in the property
• There should always be a 1.5 metre distance between people
• ‘Funnel’ points within properties, including for example hallways, small rooms etc, must be appropriately managed
• Clients waiting to access the property must be 1.5 metres apart.
Entry can be refused because the occupant/s is/are a vulnerable person:
Vulnerable person means any of the following persons:
- An individual over 70 years of age;
- An individual over 65 years of age who has an existing health condition or comorbidities;
- An Aboriginal person or Torres Strait Islander over the age of 50 who has an existing health condition or comorbidities; or,
- An individual whose immune system is compromised.
Enabling virtual inspections to protect tenants and property managers from getting COVID-19 and ensuring essential access for repairs and maintenance continues where safe.
Ensuring the health and safety of tenants, property owners and managers is a priority during the COVID-19 pandemic. Property owners want assurance that their property is being looked after; and tenants and property managers want to avoid any unnecessary exposure to health risks. Any entry into rental properties must be in line with public health directives and advice.
Before our agency attends your property we will consider the following:
- If entry for non-essential or routine matters can be deferred
- If inspections and other real estate functions can be undertaken virtually or by other means
- The health and wellbeing of tenants, themselves and the broader community.
Entry may be necessary in some circumstances to respond to emergency repairs or comply with ongoing regulatory obligations that ensure tenant safety in the rental property, such as monitoring smoke alarms and electrical safety switches.
Entry is also permitted if the property owner or agent reasonably believes this is necessary to protect the premises from damage.
Tenants and property owners, managers and their agents should work together to allow entry in these circumstances while observing COVID-19 public health directives and advice.
YOU CAN look if you have remained inside the Gladstone 4680 region.
YOU CANNOT physically inspect a property if you have been outside of 4680. BUT we will gladly offer you the virtual tour (if available) while you remain in self isolation for 14 days.
I need to come into the office because I have questions for my Property Manager about my lease renewal and some repairs and maintenance issues.
We are here to help! However, it is by appointment only.
As of Monday, 6th April 2020 you LOCATIONS estate agents front doors will be locked and no persons are to enter.
Email or call your Property Manager or Sales Agent directly.
We are here to help! However, it is by appointment only. The collection and return of keys will be handled on a case by case situation. Clear instructions will be discussed with you over the phone.
As of Monday, 6th April 2020 you LOCATIONS estate agents front doors will be locked and no persons are to enter.
Email or call your Property Manager or Sales Agent directly.
Heck no! We are maintaining business as (un)usual!
To evolve with the current health climate, LOCATIONS has adopted new digital procedures and policies that allows us to operate remotely.
We hear you and we empathise with you. We are all in this together.
Please be patient as we work together to evolve with the current situation. We are working hard, and responding quickly to new regulations, procedures and policies that are handed down by the Australian Government and State Premier.
We will not tolerate any person(s) who make threats, inappropriate comments or use abusive language towards our staff for carrying out their duties and following protocol in relation to the newly adopted COVID-19 policy. We have a zero-tolerance policy on this matter. We want to assist you, so please work with us and be patient.
As per the LOCATIONS COVID-19 policy released on Thursday 19/3/20, physical routine inspections have been changed to digital routine inspections. If your routine inspection falls due during this time, your property manager will send an email with instructions on how to complete the digital routine inspection. It is important that you note any maintenance issues and take photos also.
We have adopted a digital face-to-face video call with potential tenants and buyers which allows us to continue to provide a high level of service. Further, our Remote Access/Digital policy protects both current and prospective tenants: we have made it policy to NOT hold viewings while tenants are still in place. Our first viewing is held after the property has been cleaned and the vacate inspection has been completed.
For tenants, to assist with the delay in being able to view a property, we encourage interested parties to apply so that they can be ‘short-listed’ if everything checks out fine. Our online application form makes applying for a property quick and effortless – no need to print, and no need for face-to-face meetings or exchange of paperwork. If the successful applicant is happy to take the property sight unseen, we can accommodate an early approval.
When potential tenants and buyers are at the property viewing, we strictly adhere to social distancing and hygiene protocols. Firstly, our staff member opens up the property to allow a free flow of air. Then high-touch surfaces like door handles and benches are wiped over with an anti-bacterial solution. We also ask visitors to avoid touching anything inside the house. The health and safety of our visitors and staff is priority.
The law requires a property owner to have smoke alarms checked within 30 days of the start of a new lease and every 12 months.
Since the COVID-19 crisis began, several tenants identifying themselves as high risk have requested to cancel the technician’s visit. In such cases, we must accept the tenant’s wishes, and the responsibility for testing the smoke alarm is passed onto the tenant.
Once the crisis is over, we will arrange for the check to be completed for those that were postponed.
Both the State and Federal governments have released stimulus packages for people in need during COVID-19. Please check the following links for more information:
Many owners have expressed concern for their tenants and have asked if there was anything they could do to help.
We understand that many property owners are going through the same financial difficulties as their tenants and may not be in a position to give extra assistance. However, if you are able to assist your tenants financially, our suggestion is that you contact your Property Manager to discuss a reasonable assistance package for your tenant.
This can provide a relief for tenants who have lost their jobs and are waiting for their Centrelink payments to start coming through.
Yes, we have rental properties available for viewing both in person or by way of virtual tours. All properties are advertised on our website as well as various other portals including domain.com.au and realestate.com.au.
You can still apply online via our portal and via IRE and realestate.com.au using Form 1. Normal processing times apply provided all applicant information is received. Please also refer to our LOCATIONS COVID-19 policy for best practice, social distancing and hygiene procedures during the pandemic
Yes, you can still buy or sell a property during the COVID-19 pandemic. All properties are advertised on our website as well as various other portals including domain.com.au and realestate.com.au.
Inspections by appointment for vacant properties are at the discretion of seller and agent and may be refused if the property is leased or owner occupied. If we are unable to show the property due to self-isolation restrictions, we will notify all relevant parties and arrange a mutually convenient time to inspect when there is no risk of COVID-19 and we meet the appropriate criteria.
- Helping tenants
- State tribunals
- Landlord insurance
- Rental inspections
- Making a claim
- If my tenant loses their job
- If my tenant gets Coronavirus
- If my tenants is caught overseas or has to self-isolate
- Cleaning/decontamination cover
- If I can’t secure another tenant
- If we lose contact with our tenant
What are the turnaround times for contractors to quote and complete non-urgent repairs and maintenance?
With relation to repairs and maintenance, during this time we have had a number of our contractors advise us of delays and some even cease operation due to health concerns relating to entering our rental properties. These decisions are not made lightly by businesses, particularly sole trading businesses, however have been made at the discretion of the business owners who have taken into account the health risk to not only themselves but the household’s they are entering.
Due to this, we would like to ask for your patience and understanding when there are delays in actioning non-urgent maintenance.
Urgent/emergency repairs will still be actioned promptly, however we would like to warn that you may be waiting for an unknown time for non-urgent repairs to be done pending contractor availability. Please note that we will endeavour as always to ensure all repairs are actioned within a reasonable timeframe however during this time, the timeframe in which repairs are completed is out of our hands.
The Act states emergency repairs are:
- A burst water service or a serious water service leak
- A blocked or broken lavatory system or fittings
- A serious roof leak
- A gas leak
- A dangerous electrical fault
- Flooding or serious flood damage
- Serious storm, fire or impact damage
- A failure or breakdown of the gas, electricity or water supply to the premises
- A failure or breakdown of an essential service or appliance on premises for hot water, cooking or heating
- A fault or damage that makes premises unsafe or unsecure
- A fault or damage likely to injure a person, damage property or unduly inconvenience a tenant of premises, or
- A serious fault in any staircase, lift or other common area which inhibits or unduly inconveniences residents in gaining access to or using the premises
I am a tenant and need to sign Form 18a. How do I do this without leaving my home or coming into your office?
One Touch Execution (OTE) is a new digital signing feature within the Realworks platform. The technology allows tenancy agreements to be signed securely within minutes through 2-Step-Authentication. It offers a simpler way to complete, execute and manage tenancy agreements.
If you need assistance or have any questions please get in touch 1300 697 347 or firstname.lastname@example.org
Let’s be crystal clear.
There is a six-month moratorium on evictions, however this will only apply to tenancies that have been directly impacted financially, as a result of COVID-19.
The grounds that a Form 12 – Notice to Leave can be issued remains the same for tenants that are not affected by COVID-19.
Will there be rental relief for tenants who are at risk of losing their jobs and are unable to pay rent?
Yes, the Federal Government already offers Rental Assistance for people who are unemployed and rent through the Centrelink system. The Federal Government in conjunction with each State Government, are also working on this Rent Relief Package with consideration for both residential and commercial tenancies. Further details are to be released. Tenants (and others) who are losing jobs and income should be advised to urgently contact Centrelink and other Government organisations to assist them financially.
The Government has released a special Coronavirus assistance package for people affected. Click here to access the information and link to give to tenants and or people in need.
Great news! After the legislation was passed by the Queensland Government, we can confirm that if you are not affected by COVID-19, the current Residential Tenancy & Rooming Accommodation ACT 2008 remains intact and it’s business as usual.
A tenancy is COVID-19 impacted if:
- A person has suffered or is suffering excessive hardship due to the COVID-19 emergency if during the emergency period any of the following apply:
- They or someone they care for are afflicted by COVID-19
- They are subject to a quarantine direction
- A public health direction has closed their employment or restricted their employer’s trade or business, including for example a public health direction has closed a major supplier or customer of their employer
- They are self-isolating because they or someone they live with or are a primary carer for is a vulnerable person
- They are unable to work because a travel restriction imposed under a public health direction prevents them from working or returning home
- They have been prevented from leaving or returning to Australia, AND
- The person suffers a loss of income of 25% or more, OR 3 The rent payable is 30% or more of a person’s income.
If there is more than one tenant under the person’s lease, the tenancy will be COVID-19 impacted if each of the tenants has suffered or is suffering excessive hardship and there has been a loss of 25% or more of the combined total income of all tenants OR the rent must be 30% or more of the combined total income of all tenants. Income is the total weekly income after tax, including any government payments.
If you feel that you fit the above criteria and need assistance, please contact your property manager to discuss your next steps.
Yes! After the new The Residential Tenancies and Rooming Accommodation (COVID-19 Emergency Response) Regulation 2020 was released, it was determined that if you are COVID-19 effected and your lease agreement was due to expire during this time, it will be renewed until the 29th September 2020.
The best thing you can do is contact your property manager as soon as your circumstances change so that we can help you and the owner through this process.
However if you have not let us know until after you are in arrears, you will be issued with a Show Cause Notice, giving you 14 days to prove financial hardship.
It is always easier to have the discussion earlier before things get behind.
If you are not effected from COVID-19, your property manager will talk you through the process. It’s quite simple, pay rent until a new tenant is found, pay for advertising and reimburse the owner the letting fee.
If you are COVID-19 effected break lease costs will be capped at the equivalent of one week’s rent for eligible tenants that need to end a fixed term lease early.
If you find yourself in a venerable position and are experiencing domestic and family violence you can:
- End their interest in a tenancy agreement by providing the property owner or manager seven days’ notice of their intention to leave supported by appropriate evidence
- Leave immediately after providing the notice and their liability for break lease costs will be capped at the equivalent of one week’s rent
- Request their rental bond contribution to be refunded to them
- Change the locks to their rental property without consent and must provide copies of keys or access codes to the rental property owner or manager as soon as practicable.
Please contact your property manager for a confidential discussion.
During this time we will try our best to mediate between tenant and owner to ensure there is a balanced outcome for both parties. However in the case that we cannot reach a mutual agreement, we will need to go through the RTA’s COVID-19 dispute resolution process.
If you think you need to go through this process, please click the link to carry out the self-assessment checklist before applying.
- Government Assistance if you are affected by coronavirus
- Need someone to talk to? Contact Lifeline or Headspace
- Residential Tenancies Authority (RTA)
- WhatsApp – Australian Government Official Updates
- Australian Medical Association (AMA)
- Rental Tenancies Authority
- Rental Tenancies Practice Guide
- The Residential Rental Hub