Tenant Stories #2

Part 2 - Navigating Tenant Challenges

In this second part of our guest post series, Emma Tan continues to share her personal experiences as a tenant in Australia. Building on her initial observations of the developed rental market, Emma delves deeper into the specific challenges she faced, including the complexities of property maintenance, interactions with property managers, and the frustrations of dealing with safety issues and security deposit disputes.

A Developed Rental Market

When I moved to Australia, I found the rental market to be much more developed and mature compared to Singapore. About 30% of the local population rents, making it a common practice among Australians. The process of renting a place in Australia is highly structured and digitized, which has its benefits.

Competitive Renting Process

Renting in Australia is highly competitive, with long queues forming for property inspections. Prospective tenants search for units on local rental platforms such as Domain, attending fixed-time open inspections. Viewing a property in person is essential to secure it. The rental application process is systematic: property agents register attendees through an online app and send an automatic application link after the viewing. Tenants must submit personal details, identification, credit rating, employment information, proof of payment, and references from previous landlords, all digitized and submitted online.

Separate Leasing and Management Services

In Australia, property leasing and property management are separate services most landlords engage from real estate companies. Once the lease agreement is signed and the keys handed over, the responsibility of managing the property is passed to the property manager. Any maintenance issues or late rents are handled by the property manager, with routine inspections carried out every 3 to 4 months.

Maintenance Challenges

Some tenants find themselves in properties that are poorly maintained, with issues such as mold, pests, and outdated appliances. These conditions can negatively impact their quality of life and health.

Poor Response from Property Managers

I think one of the main headaches of being a tenant is property maintenance. While tenants are responsible for upkeep, normal wear and tear is still expected. With the rising cost of living, landlords are sensitive to the costs of repairs and sometimes reluctant to spend on necessary replacements, leading to maintenance delays. This causes a great deal of stress to the tenant's living conditions. Property managers, meanwhile, have very little control if landlords do not approve the cost of repairs.

Although a property manager oversees the property, repair costs still require landlord approval, making it a hassle to chase the property manager for replacements. Tenants often hesitate to file multiple complaints, fearing lease termination in a tight rental market with rising rents.

Poor Maintenance and Upkeep

Some landlords are unwilling to spend on maintenance since repair costs are high. As a result, tenants often have to chase for maintenance work to be carried out. The Australian government mandates annual compliance inspections of fire alarms and electrical points to ensure rental property safety.

I, too, faced delays in maintenance for issues like toilet clogs, roof leaks, and faulty windows and door locks. These problems were often due to landlords' reluctance to invest in necessary repairs, opting instead for quick fixes.

Safety Issues

In some rental properties, tenants might face security concerns such as poor lighting, broken locks, or inadequate security measures, making them feel unsafe in their own homes. I experienced a home break-in through a window by partygoers and vandalism outside my front door due to a faulty window lock that my landlord never replaced.

Security Deposits

Dealing with security deposit disputes can be a major headache for tenants. Tenants often face confusion over what deductions are being made and why. Disagreements over property conditions can lead to disputes, especially if there’s no clear evidence. Detailed property condition reports before handover and after the lease are crucial to prevent disputes and ensure transparency.

Tip for Tenants: Inspect the property thoroughly, take detailed photos, and send them to your property manager as documentation. This helps protect your interests and can prevent disputes over the security deposit.

How Upfrnt Benefits Tenants with Covered Maintenance

Upfrnt goes beyond traditional property management by being the first company in Singapore to offer comprehensive property maintenance solutions for residential landlords. This innovative approach addresses key tenant pain points by managing all maintenance issues promptly and efficiently, without needing landlord approval.

With extensive coverage for minor repairs and appliance warranties, tenants can enjoy a seamless living experience and peace of mind. Upfrnt’s commitment to innovation and tenant satisfaction sets a new standard in property management.