For Tenants

Information for Our Tenants

At Guardian Realty, we believe that our tenants are just as important as our property owners. We are committed to treating you with the respect you deserve and will always do our absolute best to promptly resolve any issues that may arise during your tenancy.

Contacting Your Property Manager For all general inquiries and standard maintenance requests, please contact our team directly:

  • Office: Guardian Realty

  • Phone: 9651 1666

  • Email: info@guardianrealty.com.au

Urgent Maintenance & Emergency Repairs

If you require URGENT maintenance and cannot reach your Property Manager, please first refer to page 2 of your Residential Tenancy Agreement. Please also email your Property Manager with a detailed description and photographic evidence, as this is required for our records.

An urgent repair is legally defined under NSW legislation as any work needed to repair the following:

  • A failure or breakdown of the gas, electricity, or water supply.

  • A failure or breakdown of any essential service for hot water, cooking, heating, cooling, or laundering.

  • Any fault or damage that makes the premises unsafe or insecure.

  • Serious damage caused by a natural disaster.

Examples of urgent damage include:

  • A burst water service or serious water leak.

  • An appliance or fixture (such as a tap) that is broken and causing a substantial waste of water.

  • A blocked or broken toilet.

  • A serious roof or gas leak.

  • A dangerous electrical fault.

  • Flooding, serious flood damage, storm, or fire damage.

Emergency Contact Numbers (Note: Please check with your utility provider first to ensure the issue is not part of a broader area outage).

  • SES (Storm & Natural Disasters): 132 500

  • Sydney Water (Faults): 13 20 90

  • Gas Leaks (Jemena): 13 16 26

  • Electrical Repairs: Contact Electrics (0476 640 073 or 0415 422 441) / Phoenix Electrical (1300 237 426)

  • Plumbing Repairs: Blacktown Plumbing & Hot Water (1300 721 996)

  • Glass Repairs: Baulkham Hills Glass (02 9680 9812 or 0420 940 345)

  • Locksmith: Lockrite (9086 9060)

Routine Maintenance Requests

All non-urgent maintenance must be submitted in writing. You can lodge these directly through your Tenant Portal or by emailing your Property Manager.

Important Communication Policy: Please do not send maintenance requests or photos via SMS. SMS is not monitored for maintenance logging, and if your specific Property Manager is on leave, your request will not be seen. Emailing ensures your request is safely logged into our system.

What to include in your request:

  • Full details of the issue (e.g., if a hot water system is leaking, please provide the make, model, and size if visible).

  • Clear photos of the problem.

  • When the issue first occurred.

Smoke Alarms If your smoke alarm stops working or begins to beep, please email your Property Manager immediately using the standard maintenance procedure. For urgent assistance, you can contact the Smoke Alarms Beeping Hotline on 1300 652 213.

Important Tenancy Forms For your convenience, you can download our standard tenancy forms below:

  • Maintenance Request Form (Non-Urgent)

  • Tenancy Application Form

  • Notice to Vacate Form

  • Vacating Tenant Instructions

Moving Out: Key Return Instructions

When vacating the property, all keys and remotes must be returned to our office and the property left completely secure. If you are returning keys after hours, please strictly follow these steps:

  1. Seal the Keys: Place all keys and remotes provided to you at the start of your lease into a sealed envelope. (If you are unsure of what was provided, please refer to your original lease pack or contact your Property Manager).

  2. Label the Envelope: Clearly write the property address on the front of the envelope.

  3. Use the Secure Lockbox: Place the envelope in the secure letterbox located at the front of the Guardian Realty office (534 Old Northern Rd, Dural). Please note there is only one lockbox at the front of the building.

  4. Confirm the Return: Take a photo on your phone as you place the envelope into the letterbox and text it to your Property Manager’s mobile. This serves as your confirmation of the exact time they were returned.

Once keys are received, your Property Manager will schedule the final vacate inspection and contact you regarding the outcome.

Moving In: Lease Signing & Key Collection

On the day your lease commences, your complete lease pack will be ready for collection at our office. This pack includes:

  • An electronic copy of your signed Residential Tenancy Agreement.

  • The Ingoing Condition Report.

  • Rental payment instructions and our company policy on rent arrears.

  • Maintenance instructions and a copy of the key register.

Ingoing Condition Report: Please read all documents carefully. You must review the Ingoing Condition Report, add any additional notes if required, sign it, and email it back to Guardian Realty within 7 days. This report is a vital legal document used to verify the condition of the property when you eventually vacate.

Remote Key Collection via Lockbox If you are unable to attend our office on the lease start date, a remote key collection can be arranged:

  1. The front door key will be placed in a secure lockbox at the property.

  2. The balance of your keys, remotes, and your physical lease pack will be left waiting for you on the kitchen bench.

  3. You will receive the 4-digit lockbox combination via SMS on the morning your lease starts.

How to Open the Lockbox:

  • Rotate the dials to align the correct 4-digit combination on the display.

  • Pull down the small black lever on the left side to open the front panel and retrieve your key.

  • Close the panel firmly. A Guardian team member will collect the lockbox from the property the following day.

If you have any questions regarding these procedures, please contact your Property Manager.