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“I locked myself out of my apartment. Should my agent have an after-hours number to call for help (at an expected cost) or was it right for them to tell me to call a locksmith because it was a Sunday, and no one would go into the office?” Tenant, NSW

We asked Co-Founder and COO of Rent360, Penelope Valentine for her advice:

“Some offices have an after hours number, but generally this is to a third party – like a 24/7 locksmith that they would on-charge to you,” Penelope said.

“There is no legal requirement for them [your agent] to offer after-hours support.”

“It is common to be directed to one of their trusted suppliers or to fix the issue at the tenant’s expense if the issue is caused by the tenant.”

Have a question you would like to see answered here? Let us know!

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Penelope Valentine
Penelope Valentine

Penelope Valentine is the Director and Co-Founder of Property Alchemy in New South Wales. Penelope's real estate career has spanned more than 18 years. In that time, she has held senior national management roles with McGrath, LJ Hooker and co-founded industry start-ups, including Rent360. She is qualified as a Licensed Real Estate Agent and holds a Bachelor's degree in Psychology from Sydney University.

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