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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
Co-Founder and COO at | + posts

Penelope is Co-Founder and Chief Operating Officer of Rent360. Her role is to ensure the highest standards of property management service delivery, seamless implementation of technology and provide impeccable customer service to both property investors and property managers.

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