FAQ's

Knowledge Base

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Our knowledge base is designed to be your one-stop-shop for all questions to do with property - whether you're a tenant, landlord or budding investor, we've got you covered.

This page is currently a work in progress, with more content being added all the time - be sure to check back later for more information.

Popular FAQ's

Who’s responsible for the internet, phone and other connections?

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The landlord is responsible for paying to set up any physical installation of services (e.g. water, electricity, gas, telephone line). The landlord is also responsible for paying the annual supply charge associated with the supply of water or sewerage. The tenant is responsible for setting up an account in their name and ongoing costs for services such as gas, electricity and internet.

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Do you charge extra to pay my investment property bills?

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No, we don’t charge to pay the bills for your investment property. It’s a complimentary service and we’re happy to take care of this for you. All you need to do to have us take over the management and payment of your bills is to fill out the redirect forms located here.

We need all of the info filled out on the forms, but most importantly we must have your Icon and Revenue office account numbers. We can’t request to have the invoices sent to us for payment without having this information. You can find the account numbers on a previous bill you’ve been sent, or if you can’t find one of those, simply contact them and they’ll be able to provide you with your account number.

Here are their website contact pages so you can get in touch:

Icon: https://www.iconwater.com.au/About-Us/Contact-Us.aspx  

Revenue office: https://www.revenue.act.gov.au/contact-us  

Once you’ve filled out all of the information on the forms, simply email them to your property manager. We’ll sort the rest from there.  

There’s just one thing to note. We cannot pay your bills of you if you have requested mid-month payments, we can only offer this service on end of month payments.

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What regular costs am I responsible for?

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There are regular bills that will come in that you are responsible for paying as a landlord. Knowing what they are and when they’ll be coming will help you better manage your finances so you can be all over what expenses are related to your investment property. Here is quick checklist of regular bills you’ll incur costs on as a landlord and their typical frequency. This is a good checklist that you can input the actual amounts against and get your annual investment property budget together.

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How long will it take for you to get back to me?

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Being able to get back to you as soon as possible is important to us.  But we might be out and about onboarding tenants, holding exhibitions, or at meetings. We may have an urgent maintenance issue that is causing damage to property or hardship to a tenant. Daily, we need to juggle what's most important on that day and time and action that one first. That’s how we make sure we are looking after everyone.  

This means that if you have contacted us, it could take us up to 48 hours to get back to you if it's not urgent. Pretty much anything that is not related to an urgent maintenance issue, is not urgent.  

For anything related to urgent maintenance issues, we’ll get back to you within 24 hours.  

In the unlikely scenario that you haven't heard back from us in those timeframes, feel free to get in touch. We may not have received your message.  

Otherwise, sit tight. We'll get you back, we promise.

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What day do I get paid?

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If you have opted for mid-month payments, we’ll disperse your payment the next business day after the 15th day of the month. If you have opted for end of month payments, we’ll disperse your payment the next business day after the last day of the month.

On the same day that we disperse the payment to you, you’ll also receive your statement which will outline the payment amount and any deductions for bills etc. You’ll likely see the payment in your nominated bank account within 3 business days after the payment has been dispersed, not the day you receive your statement.

Need help reading your statements? Check out our guide below.

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