Renters FAQs

Your Property Manager is the ideal person to contact, but you may also phone us at 03 8676 7800 or email enquiry@momentgroup.com.au.

Once you've completed your inspection with us and are satisfied with all of the terms, you may apply online using the '1Form' or contact the agent.

To get started, download the 'PropertyMe' App to your smart device and create an account with us. Then you're ready to go.

A service request should be submitted when there is a physical issue in or around your house that requires the attention of a repair specialist.

For everything else, you should submit a general support message. This might include inquiries regarding paying rent, your contract, renewing your lease, vacating your house, or other situations that require continued communication.

You can submit as many service requests or support messages as your current situation requires. Please avoid submitting the same request or support message more than once, as this will slow down the process of getting your problem solved.

It's the same as sending an email. Simply provide a subject line, a brief description, and any necessary attachments. You must also select a category so that we can serve you better. After you've submitted your support ticket, you can continue to post updates and necessary files in the same thread.

Service requests are submitted through the PropertyMe Tenant app. You can submit as many service requests or support messages as your current situation requires. Please avoid submitting the same request or support message more than once, as this will slow down the process of getting your problem solved.

Repairs that are urgent must be completed as soon as possible because they make the home dangerous or difficult to live in. Anything on this list is considered an emergency repair by law:
• burst water service
• blocked or broken toilet system
• serious roof leak
• gas leak
• dangerous electrical fault
• flooding or serious flood damage
• serious storm or fire damage
• an essential service or appliance for hot water, water, cooking, heating, or laundering is not working
• the gas, electricity or water supply is not working
• a cooling appliance or service provided by the rental provider is not working
• the property does not meet minimum standards
• a safety-related device, such as a smoke alarm or pool fence, is not working
• an appliance, fitting or fixture that is not working and causes a lot of water to be wasted
• any fault or damage in the property that makes it unsafe or insecure, including pests, mould or damp caused by or related to the building structure
• a serious problem with a lift or staircase

Fire — call 000 immediately.
Burglary or robbery — call 000 immediately.

The PropertyMe Tenant app is the hub for your tenancy — submitting service requests, tracking progress and messaging our team all happen there. You can submit as many service requests or support messages as your current situation requires. Please avoid submitting the same request or support message more than once, as this will slow down the process of getting your problem solved.

We take feedback seriously! We love hearing what you have to say and how we could improve. We are always considering how we can apply the feedback we receive to solve problems and make real improvements. If you believe there's something we can do, please let us know via the tenant app or email enquiry@momentgroup.com.au.

As agreed in your lease, your rent is due on a particular day each month. If your rent is not paid by this day, you are considered to be 'in arrears'. In accordance with the Residential Tenancies Act 1997, if you allow your rent to reach 14 days in arrears your property manager will serve you with a 'notice to vacate'.

We all have times when money is tight or people let us down. However, if you know your rent is due and you are not going to be able to pay it in time, please call or email your property manager immediately.

We will inspect your home 3 months after your lease begins and then each sixth month following. You will be notified of the inspection time by letter in the mail giving you at least 1 week's notice. The purpose of the inspection is to ensure that you are caring for the property in a satisfactory manner, and also to check for any maintenance required.

If you wish to plant additional plants in the gardens, please email your property manager detailing which plants and where you wish to plant them. This will need to be approved by the landlord prior to you making any changes.