We value our tenants and work to maintain a respectful, professional relationship with every resident. If you have questions or you need help, you can contact us at firstname.lastname@example.org, use the contact form at the bottom of this page, call us during business hours on (09) 303 4926 or get in touch with your Property Manager directly for urgent matters. If it's an emergency please contact Emergency Services first (see further down the page).
If you have any tenancy queries but don't feel comfortable talking to us you can always contact Tenancy Services (by clicking on this link) https://www.tenancy.govt.nz/starting-a-tenancy/new-to-tenancy/renting-and-you/#related-content download their "Renting and You" guide or contact them directly via the website.
These are some of the most Frequently Asked Questions we receive from our tenants.
Maintenance - email@example.com
Has your dishwasher stopped working? tap dripping or some kind of leak going on, doors come off the hinges, or some general maintenance issue? The best way to get it sorted out quickly is to email FIXME@charta.co.nz Make sure you include the property address, your contact phone number and what the problem is and do it as soon as possible.
This email address goes directly to our property managers who will place the work order. They will have to contact you to give you the tradesmen's details and/or make arrangements to get the problem remedied. At the moment there is a bit of a delay with some maintenance issues (particularly building) as a lot of tradespeople have a backlog of work so we appreciate a little patience with minor issues. If you haven't had a reply or any action within 48 hours please don't hesitate to call us during office hours on (09) 3034926.
If it is urgent call your property manager directly or for an emergency dial 111 for police, fire or ambulance.
Please note that blown light bulbs and flat batteries (in smoke alarms) are your responsibility.
HOW DO I PAY RENT?
Rental payments can be made securely online, 24 hours a day. Pay electronically or schedule automatic payments every fortnight so you don’t have to think about it at all.
HOW DO I PAY THE WATER BILL?
Unless water is included in your rent, you will receive a monthly invoice for the water, which you’ll need to pay within 14 days of receipt. The amount will be only for the water that you use; fixed wastewater charges are paid by the Property Owner.
WHAT IF SOMETHING AT THE PROPERTY BREAKS?
Contact your property manager directly, they should have given you a card with their number on it (see the team below) or email us at firstname.lastname@example.org and we’ll be in touch to schedule the repair work. If it’s an emergency, please contact us right away so we can immediately take steps to protect you and the property.
WHAT ABOUT INSPECTIONS? and WHEN WOULD YOU NEED ACCESS?
We conduct entry inspections, exit inspections, and other inspections throughout your tenancy - usually on a quarterly basis. The frequency of these inspections are outlined in your tenancy agreement. You will always receive the required notice under the Residential Tenancies Act 1986 before we enter the home. If maintenance or repair work is needed, we will need access to the property in order to do the necessary work. All repairs will be scheduled and communicated with you.
HOW LONG IS MY TENANCY?
The start and end dates of your lease can be found in your tenancy agreement. Most leases at are for a fixed term.