(07) 3230 5555
(07) 3230 5555

Managing charges other than rent

We want to let you know about some changes to how we handle amounts that tenants owe us from charges other than rent.

Our Customer Service Centre is now leading this initiative, and we’re focused on being proactive and supportive in helping tenants manage and resolve any outstanding amounts.

What charges other than rent might tenants have?

This page is about what happens when there are other costs, besides rent, that are owed by tenants.

These other costs could be:

  • Utilities charges (water, gas, electricity) if specified in your lease agreement
  • Maintenance costs for repairs that were requested by the tenant
  • Maintenance costs caused by damage to the property beyond normal wear and tear

Our process for managing these other costs

We want to work with tenants to make sure any outstanding charges are resolved. Here’s what tenants can expect if they have an amount owing from a charge other than rent.

Disputing the invoice

Here’s what to do if you receive an invoice that you believe you should not be charged for:

  • Contact our Customer Service Centre as soon as possible. You will be asked to explain why you shouldn’t be charged and, if possible, to provide supporting evidence.
  • Your dispute will then be escalated to your Housing and Communities Officer to investigate. They will look at the evidence
  • you’ve provided regarding the situation and keep you updated on the outcome.

What if I’ve vacated the property or transferred to another place?

If you have an outstanding invoice that is from your previous address, then we will claim this amount from your bond. If there is still debt after the bond, your Housing and Communities Officer will follow up with you to pay the balance.

Making payments and getting help

Our Customer Service Centre can accept payments over the phone or via EFTPOS at our office. If you have any questions or need assistance with making payments towards your debt, we are here to help.

We’re here to work with you to find payment plans where you can pay in installments in a way that is manageable for you. If you’re experiencing financial hardship, we also have information on support services that may be able to help.

If you have any questions or need assistance with payments, please contact the Customer Service Centre on (07) 3230 5555.