Prevention is always better (and cheaper!) than the cure.
If your property has a digital lock, we still recommend keeping a spare key with you at all times.

During Office Hours
If you are locked out Monday–Friday, swing by our office at 599 Princes Street to collect a spare key. Please call ahead so we can confirm someone is available. You’ll need to return the spare key immediately after use.

After Hours
If you are locked out in the evening, overnight, or during weekends, you will need to contact a locksmith.

Recommended Locksmith
Beggs Security – 03 477 7711

If the lockout occurs because you forgot your keys or didn’t replace digital-lock batteries when they were low, you are responsible for all locksmith costs.

If an emergency happens outside office hours, call your property manager’s number. Your call will automatically divert to our Emergency After-Hours Service. Follow the instructions provided.

For Police, Fire or Ambulance services, always call 111 immediately.

An after-hours emergency is a situation that is urgent, unsafe, or likely to cause significant damage if not dealt with immediately.

If the issue can safely wait until the next business day, it is not an after-hours emergency.

1. Safety Risks

• Fire, smoke or burning smell (Call 111)
• Gas leak (smell of gas or hissing sounds)
• Electrical hazards (sparking, burning smell, exposed wiring)
• Security breach (exterior door cannot be secured after a break-in)

2. Serious Water Issues

• Burst water pipe
• Major leak or flooding causing damage
• Sewage overflow or blocked toilet (only if there is one toilet in the property)

3. Complete Loss of Essential Services

(Only after checking it’s not a network outage or tripped switch)

• Total power failure caused by an internal electrical fault
• No running water to the entire property
• Hot water cylinder failure (burst or major leak)

4. Structural Damage

• Tree fallen on the house
• Storm damage that allows water inside
• Large broken window causing safety or security risks
• Ceiling collapse (or signs of collapse)

5. Health & Wellbeing Risks

• Blocked toilet in a single-toilet home

These issues must wait until the next business day:

• Dripping taps
• One stove element not working
• Minor leaks that can be contained
• Blocked toilet (if the property has a second toilet)
• Blown lightbulbs
• Ants/insects/rodents
• Heat pump not heating well
• Lost keys
• Noise complaints
• Internet/Wi-Fi issues

If it’s inconvenient but not dangerous, it is not an after-hours emergency.

Rent must always be paid one week in advance on or before the due date listed in your Tenancy Agreement.

Example
If you move in on a Friday, your rent week runs Friday → Thursday, and rent is due every Thursday night. We strongly recommend setting up an Automatic Payment (AP) to avoid missed payments.

NZPS has a zero-tolerance policy for rent arrears.
If rent is not paid on time, breach notices or Tribunal action may follow. If you are facing financial difficulty, please contact your property manager early — we’re here to help before it becomes a problem. 

Unless stated otherwise in your Tenancy Agreement, tenants are responsible for lawns, gardens and general outdoor upkeep.

If you need assistance, we can recommend trusted contractors. Contact your property manager for help.

It is not compulsory but we recommend it.  Your landlord’s insurance covers the building only. Your personal belongings are not covered.

Contents (renter’s) insurance protects your items against damage, theft, or loss and gives peace of mind if something unexpected happens.

Speak with an insurance broker to ensure you’re properly covered.

You must provide 21 days’ written notice for periodic tenancies.

When preparing to move out:

• Cancel your automatic rent payments
• Return all keys and remotes to our office
• Redirect your mail
• Close or transfer utilities
• Have all original tenants sign the bond refund form

Your property manager can guide you through the process.

If you want to leave before your fixed term ends, contact your property manager.

In most cases, we can seek a replacement tenant, but:

• Advertising & administration fees apply
• You remain responsible for rent and the property until a new tenant starts
• This includes any required working-day turnaround between tenancies

Fixed Term Tenancy

• Minimum 12 months
• Secure for the full term — neither party can give notice
• You'll receive at least 21 days’ notice if the tenancy is not renewed

Periodic Tenancy

• No set end date
• Landlord can give 90 days’ notice without stating a reason
• If the owner or their family wants to move in, only 42 days’ notice is required

NZPS typically uses fixed-term tenancies to provide stability for tenants and owners.

Routine inspections occur approximately every 3 months, as required by landlord insurance.

You will receive a text and email about one week before your inspection with the date and timeframe.

Photos are taken to record the property’s condition and identify any maintenance needs.
A copy of the inspection report is sent to the property owner.

Tenants must keep the home reasonably clean and tidy.

Example for a $600 per week rental:

• 1 week rent in advance — $600
• 4 weeks bond — $2,400

Total move-in cost: $3,000

Advance rent is due when the signed tenancy agreement is issued.
Bond must be paid at least five business days before your move-in date.

You cannot collect keys or move in until the bond is fully paid.

Yes — please organise your:

• Electricity
• Gas (if applicable)
• Internet

Water is free in Dunedin.

Before move-in, your property manager completes a detailed entry inspection report.
You’ll receive a copy and have 7 days to provide comments or report anything missed.
This report is crucial at the end of your tenancy when assessing bond refunds.

This is condensation, a common winter issue in Dunedin.

What Is Condensation?

Moisture in warm air turning into droplets when it hits cold surfaces such as windows, walls, mirrors or ceilings.

What Causes It?

• Showers and baths
• Cooking
• Drying clothes indoors
• Unvented gas heaters
• Breathing — people release moisture constantly

Why It Matters

Managing moisture helps:

• Keep your home warmer
• Prevent mould
• Protect your belongings
• Maintain a healthy living environment

How to Reduce Condensation

1. Ventilate

• Open windows 10–15 minutes daily
• Use extractor fans
• Keep interior doors open where practical

2. Wipe Moisture

• Wipe windows each morning
• Dry any visible moisture immediately

3. Heat Consistently

• Aim for at least 18°C
• Maintain steady heating rather than brief high bursts

4. Reduce Moisture at the Source

• Use pot lids
• Run extractors while showering
• Avoid drying clothes inside
• Keep furniture slightly off cold external walls

If You See Mould

Clean small areas using:

• A mould cleaner (e.g., Exit Mould), or
• 70% white vinegar (leave 10 minutes, then wipe and dry)

If mould is widespread or keeps coming back, contact your property manager.

Under the Residential Tenancies Act, tenants must ventilate and manage moisture to help prevent mould.

Below are trusted sources for civil defence information, emergency alerts, and local updates.

Essential Emergency Resources — Dunedin & Otago

• Otago Civil Defence – www.otagocdem.govt.nz
• National Emergency Management Agency – www.civildefence.govt.nz
• GeoNet NZ – www.geonet.org.nz
• MetService NZ – www.metservice.com
• Waka Kotahi / NZTA – www.nzta.govt.nz
• Emergency Services (Police/Fire/Ambulance) – 111
• Dunedin City Council – 03 477 4000 / www.dunedin.govt.nz
• Otago Civil Defence Duty Officer – 0800 474 082
• Tenancy Services (MBIE) – 0800 836 262
• Dunedin Public Hospital – 03 474 0999
• After Hours Medical Centre – 03 479 2900

We want to keep your home safe, comfortable, and well-maintained.
If something needs repairing, please let us know as soon as possible.

How to Lodge Maintenance Requests

All routine maintenance must be logged through our maintenance platform:

👉 Tapi – Repairs & Maintenance Portal

You can also access Tapi through the link in your welcome email or by contacting your property manager.

What to Include

To help us resolve issues faster, please include:

• A clear description of the problem
• Photos or a short video
• When you first noticed the issue
• Whether it is urgent or non-urgent

Once submitted, you’ll receive updates as your work order progresses.

Safety Notice

If the issue is dangerous (e.g., sparking power points, flooding, gas smell), follow our After-Hours Emergency steps.

Dunedin uses a wheelie bin system managed by the DCC.

Your Weekly Collection Includes:

• Yellow bin – Recycling
• Green bin – General rubbish
• Blue bin (if supplied) – Glass

Collection days vary by location.

Check your address here:
👉 https://www.dunedin.govt.nz/services/rubbish-and-recycling

Your Responsibilities

• Put bins out the night before collection
• Bring bins back in promptly
• Keep bins clean and stored tidily
• Do not overfill bins (lids must close)
• Only put accepted items in each bin

Fines from incorrect rubbish disposal may be passed on to tenants.

Under NZ tenancy law, tenants must keep the home in a reasonably clean and tidy condition.

This includes:

• Vacuuming/mopping regularly
• Wiping surfaces
• Cleaning bathrooms and toilets
• Managing rubbish and recycling
• Keeping ovens, stovetops and rangehood filters clean
• Preventing mould by wiping excess moisture
• Maintaining lawns and gardens (unless stated otherwise)

A property does not need to be spotless every day, but it must be well cared for and hygienic.

We want your first day in your new home to be stress-free.

You’ll Receive:

• A full set of keys and remotes
• An entry inspection report
• Smoke alarm information
• A welcome email with helpful links
• Details on how to submit maintenance

Your property will be professionally cleaned prior to your move-in, unless the owner has taken responsibility for this.

If anything appears incorrect or missing, please notify your property manager within 48 hours.

All NZPS properties must have working smoke alarms complying with NZ standards.

NZPS Responsibilities

We ensure smoke alarms:

• Are installed correctly
• Meet legal requirements
• Are tested during routine inspections

Tenant Responsibilities

You must:

• Not remove, disable, or tamper with alarms
• Replace batteries (if applicable) when they beep
• Report faulty alarms immediately

If alarms are found to be removed or damaged, tenants may be charged for replacement.

Pet rules vary by property.
Your Tenancy Agreement will clearly state whether pets are:

• ❌ Not allowed
• ✔️ Allowed with permission
• 🐈 Allowed conditionally (e.g., mature house-trained cat only)

You must never bring a pet into the property without written approval.

If you have a support or service animal, please tell us — these are permitted by law.

Each property has different parking rules.

General Guidelines:

• Park only in designated spaces
• Do not block neighbours, driveways or shared access
• Garage remotes must be kept safe
• Notify us immediately if garage doors stop functioning
• EV charging is allowed only where owners have provided approved outlets or chargers

Extension cords must never be run out windows or across common areas for charging vehicles.

Water is free in Dunedin; however, tenants must still take care to avoid waste.

Tenant Responsibilities:

• Report leaks early
• Ensure taps are turned off properly
• Use water responsibly
• Maintain clean drains and avoid flushing inappropriate items

We’re here to support you throughout your tenancy.

You can contact us via:

• Phone or text (your property manager’s number)
• Email
• Tapi maintenance portal
• Office visit (599 Princes Street)

We aim to respond promptly and maintain clear communication at all times.

If your fixed-term tenancy is nearing its end, you will hear from us around 8–10 weeks before expiry.

Depending on the owner’s plans, your options may include:

• Renewing for another fixed term
• Moving to a periodic tenancy (less common for NZPS)
• Vacating at the end of the term

We’ll guide you through the process and keep things stress-free.

A final inspection checks the property against the original entry inspection.

To help avoid bond deductions:

• Clean thoroughly (including oven, rangehood & windows)
• Remove all rubbish
• Mow lawns (if applicable)
• Return all keys
• Remove all personal items
• Ensure carpets are clean and stain-free

We can provide recommendations for professional cleaners, carpet cleaners, gardeners and rubbish removal if needed.

Before requesting maintenance:

1. Check the filter — clean if dusty
2. Ensure it’s on Heat mode
3. Set temperature to 20–22°C
4. Check the outdoor unit for obstruction
5. Make sure remote batteries work

If problems continue, log a request through Tapi.

Before reporting an outage:

1. Check if neighbours are also out (likely a network outage)
2. Check the main switchboard for a tripped RCD or fuse
3. Visit the local provider’s website for outage updates

Only call after-hours if the loss of power is:

• Localised to your property and
• Caused by a dangerous fault (sparks, burning smell)

Indoor drying causes moisture build-up and condensation.

We recommend:

• Using a clothesline
• Using a vented or condenser dryer
• Opening windows when drying clothes inside (if unavoidable)

Moisture-related damage may be charged back to tenants if caused by lifestyle habits.