Normally, gas bills are issued every three months, and Otherhome will cover $75 per person for each billing period. For example, if the total bill amount is $400 and there are five tenants in the same house, the coverage will be $375 ($75 x 5 tenants). The remaining amount, in this case, $25, will be divided equally based on the length of your stay and charged directly to you. If the bill amount doesn't exceed the coverage, you won't need to pay anything for the gas bill.

We apologize if you are facing any trouble or discomfort regarding the maintenance issue. It’s important to note that not all situations are classified as “URGENT” for the property management.

If a maintenance issue arises after business hours and you are unable to contact the Otherhome property management team, please reach out to one of the emergency contacts listed below. However, please make sure to contact us on the following business day to report the issue in detail.

The following maintenance issues are considered “URGENT”:

🔴 A burst water service
🔴 A blocked or broken lavatory system
🔴 A serious roof leak
🔴 A gas leak
🔴 A dangerous electrical fault
🔴 Flooding or serious flood damage
🔴 Serious storm or fire damage
🔴 A serious fault in a lift or staircase on the rented premises
🔴 Any fault or damage that makes the rental premises unsafe or insecure

⚠️ LOST KEY IS NOT AN URGENT ISSUE. If it is outside of office hours and on public holidays, you MUST contact a locksmith directly. However, the tenant is responsible for the payment of the account.
⚠️ BLACKOUT IS NOT AN URGENT ISSUE. Please check the SA POWER website to ascertain if there is a fault in the area. If there is a blackout in your suburb, please patiently wait until SA Power completes their repair job. If it’s not a blackout, unplug all appliances and check one at a time, re-engaging the RCD Switch until the faulty appliance is found. Next business day, please contact the Property Manager to report the issue in writing.

It is important to note that urgent and non-urgent repairs are the landlord’s or agent’s responsibility. If the tenant caused the damage, the landlord can ask the tenant to arrange and/or pay for repairs. Tenants must continue to pay rent while waiting for repairs to be done. It is extremely important to communicate all information regarding repairs in writing and keep copies of letters, forms, receipts, and reports for future reference.

Emergency Contacts:
Any Emergency related to medical help: 000
Any Emergency related to the serious damage to the house: 132 500 (SES)
Otherhome Property Management Team: 0448 496 534
(Business hours: 9:30 AM – 5:30 PM, Mon – Fri)
⚠️ If a tenant contacts the PM team for a non-urgent issue after business hours, a service fee may be charged.

Any non-urgent issue:
Please submit a ticket to the maintenance team:
https://support.otherhome.org/

According to the lease agreement, if you want to invite a friend, you must inform Otherhome and other tenants in advance through Otherhome Messenger.

Otherhome always welcome tenants' friends, but if a specific tenant's friends visit for long periods regularly, it can cause inconvenience to other tenants, so this is not encouraged. Also, an overnight stay is strictly prohibited and it can be one of the reasons for the contract termination.

Also, as all Otherhome tenants know, electricity is billed per person, so if a specific individual visits multiple times, please be aware that the visit dates may be counted and affect the electricity bill. 

We apologize for any inconvenience you may be experiencing. According to Otherhome's Lease Agreement, all tenants are required to refrain from making any noise between 10 pm and 7 am.

If there is a dispute between tenants, we recommend that you try to resolve the issue with the other tenant(s) before involving Otherhome.

If the problem persists, Otherhome will remind the tenant(s) of the relevant clause in the Lease Agreement and advise them to be more mindful of their noise levels, either individually or through group chat. 

Until move-out, all tenants must clean the Common Area on their designated week. If you are unable to clean due to personal circumstances or a long vacation, you must find a way to change or replace your turn with other tenants after consulting with them.

If you fail to clean on your designated day, you may receive a warning and a $150 cleaning fee will be directly charged to you. 

At Otherhome, our teams don’t work in the same time and space. The maintenance team, in particular, spends more time outside the office for their scheduled work. Therefore, tenants must submit tickets through our tenant portal and contact the maintenance team directly. The CS team can guide you on how to submit a ticket but cannot resolve maintenance and finance issues.

Depending on the situation, the maintenance team may schedule a visit to the house to fix the issue or arrange for a service provider to do so.

Please note that the Property Management team, CS team, Sales team, and Maintenance team cannot access the bank account or any other transaction records. Therefore, all finance inquiries also need to be submitted through the tenant portal.

https://support.otherhome.org/

We're sorry to hear that you have an urgent personal matter and need to move out tomorrow. However, if you terminate the contract earlier than the agreed date, penalties will be imposed according to the contract terms.

Regardless of the type of contract, you must give Otherhome a 2-week notice before checking out. Even if you check out tomorrow, if you gave notice today, you must pay rent for the next 2 weeks from today. If payment is not made, the amount will be deducted from the bond.

Tenants also must provide rent until the end of the contract period. However, the Otherhome sales team is working hard to find new tenants as soon as possible to replace you. Rent will not be deducted from the bond from the day a new tenant moves in.

Finally, if it's not a periodic contract, an early termination fee of $200 will be charged. This fee includes advertising costs, administrative costs, and other expenses. 

Regarding your question about electricity costs, we would like to inform you that the average weekly cost for electricity in our properties is around $15-$20. However, it may vary depending on the size of the property and the season.

We cannot guarantee the exact amount of your electricity bill since it depends on usage and other factors. However, we can provide you with a rough estimate based on previous bills and usage patterns. 

At Otherhome, we request that our current tenants inform us of their intent to move out at least 2 weeks in advance. Therefore, if there are currently no available rooms, we cannot predict when and which rooms will be listed on our available listing page in the future.

If you would like to receive updates on available rooms in the future, please check our available listing page on the Otherhome website frequently. 

Otherhome share houses are mostly mixed cultures/genders. However, House 43 in Parkside and House 47 in Glenunga are operated exclusively for women.

Otherhome does not provide any personal information about tenants, including gender, occupation, race, or nationality. Therefore, please refrain from asking for personal information. 

Otherhome does not allow pets, which means that not only dogs and cats but also small pets such as fish and hamsters are not allowed.

Please note that if you are caught bringing in or raising pets without permission, your contract may be terminated and you may be charged for the cost of recovery. 

According to Otherhome's new contract process, new tenants must deposit their bond payment first to receive the contract.

Please understand that we cannot provide a contract for signing until we receive the bond payment. However, Otherhome's Property Management Team strives to provide the contract within 1 hour if the bond payment is received during business hours.

Otherhome business hours
Mon - Fri / 9:30 AM - 5:30 PM

Please make sure to check the office hours before making the bond payment, and if you deposit after business hours due to personal circumstances, please wait until the office reopens the next day. We will confirm the payment by checking the screenshot you send us and respond promptly. 

Generally, we receive applications until 10 am the day after the inspection and then send all applicant information to the landlord around noon. If we do not provide the information according to Otherhome's new contract process by 10 am the day after the inspection, it may not be possible to apply.

Depending on the situation, it may take one to two business days to receive a response after the information is provided to the landlord. As soon as the results are available, our Property Management Team will notify you. 

There is a specific process in place to request a reference from Otherhome.

Firstly, you are required to submit a ticket through our portal (https://support.otherhome.org/) and indicate which property company we are expecting to receive a reference request from. This information is necessary as we receive a high volume of reference requests from tenants on a daily basis, not only from current tenants but also from previous tenants.

Secondly, we kindly request that tenants understand that we can only submit a maximum of two references per person or couple. This is to prevent our team from being inundated with reference requests throughout the day. Typically, we are requested to provide more than three references from other companies for a single tenant.

Thirdly, if you have already submitted a ticket, please be patient as our team processes requests in the order they are received. It is important to note that repeatedly requesting for the reference to be completed faster via phone call or messenger will not change the order in which your ticket is processed.

Furthermore, we would like to remind tenants that we do not take phone calls for reference checks as our phone lines must remain open for emergencies. Additionally, we may be out of the office due to open inspections, move-ins, and other new property-related tasks. 

We apologize if you are facing any trouble or discomfort regarding the maintenance issue. It’s important to note that not all situations are classified as “URGENT” for the property management.

If a maintenance issue arises after business hours and you are unable to contact the Otherhome property management team, please reach out to one of the emergency contacts listed below. However, please make sure to contact us on the following business day to report the issue in detail.

The following maintenance issues are considered “URGENT”:

🔴 A burst water service
🔴 A blocked or broken lavatory system
🔴 A serious roof leak
🔴 A gas leak
🔴 A dangerous electrical fault
🔴 Flooding or serious flood damage
🔴 Serious storm or fire damage
🔴 A serious fault in a lift or staircase on the rented premises
🔴 Any fault or damage that makes the rental premises unsafe or insecure

⚠️ LOST KEY IS NOT AN URGENT ISSUE. If it is outside of office hours and on public holidays, you MUST contact a locksmith directly. However, the tenant is responsible for the payment of the account.
⚠️ BLACKOUT IS NOT AN URGENT ISSUE. Please check the SA POWER website to ascertain if there is a fault in the area. If there is a blackout in your suburb, please patiently wait until SA Power completes their repair job. If it’s not a blackout, unplug all appliances and check one at a time, re-engaging the RCD Switch until the faulty appliance is found. Next business day, please contact the Property Manager to report the issue in writing.

It is important to note that urgent and non-urgent repairs are the landlord’s or agent’s responsibility. If the tenant caused the damage, the landlord can ask the tenant to arrange and/or pay for repairs. Tenants must continue to pay rent while waiting for repairs to be done. It is extremely important to communicate all information regarding repairs in writing and keep copies of letters, forms, receipts, and reports for future reference.

Emergency Contacts:
Any Emergency related to medical help: 000
Any Emergency related to the serious damage to the house: 132 500 (SES)
Otherhome Property Management Team: 0448 496 534
(Business hours: 9:30 AM – 5:30 PM, Mon – Fri)
⚠️ If a tenant contacts the PM team for a non-urgent issue after business hours, a service fee may be charged.

Any non-urgent issue:
Please submit a ticket to the maintenance team:
https://support.otherhome.org/

If the furniture or appliance in question is a common area item (such as a washing machine, refrigerator, etc.), please submit a ticket through the tenant portal as soon as possible so that the maintenance team can be made aware.

https://support.otherhome.org/

Depending on the situation, the team may visit the house to fix the issue or arrange for a service provider to do so.

However, please note that if the issue is due to personal furniture or appliances or your negligence, additional costs may be charged.

Also, if you need to replace consumables such as light bulbs, please let us know exactly which bulb you need. If you do not know the model name, taking a picture will help us to make the repair process faster. 

Otherhome’s Maintenance team visits the shared houses periodically once a month to perform tasks such as mowing the lawn and pest control.

Therefore, unless it is an emergency, please wait until it is your shared house’s turn for maintenance.

However, if there is a serious issue that needs to be resolved immediately, please submit a ticket through the following link.

https://support.otherhome.org/

If you experience slow or disconnected WiFi/internet, please try turning off the power to the internet router for about 10 seconds and turning it back on.

If the same issue persists, please submit a ticket through the link below, and our maintenance team will investigate the problem and take action to fix it or arrange for a specialist from the internet provider to visit the house.

However, please note that if the internet problem is due to an inspection or technical issue with the internet provider, it may take some time to resolve, and we ask for your understanding in advance.

https://support.otherhome.org/

When the electricity bill notification arrives from the energy company, Otherhome divides it fairly based on the period and number of tenants who resided during that time.

As the date and frequency of the bill notification can vary depending on the energy company, some sharehouses receive the bill once a month, while others receive it once every three months.

Once the fair division of the electricity bill is completed, the original bill and the calculated bill by Otherhome are announced together on group chat and email. You can check the period and number of days you resided in the announced bill. 

Generally, the Property Management Team will provide guidance on the move-out process. However, all tasks related to rent payments or bonds are under the jurisdiction of the Finance Team.

Therefore, if the tenant provides their bank account information according to the instructions provided by the Property Management Team on the expected move-out date then that information will be recorded in our system. Based on this information, the Finance Team will return the bond along with any remaining rent that is due after the move-out.

However, please note that an early termination penalty may apply if the tenant moves out during the contract period or without proper notice, even if there is remaining rent due. 

The bond is returned by the finance team once a month. The process takes place on the last Tuesday of every month. Please note that Otherhome manages many shared houses, and multiple tenants are moving in and out, so the process can only take place on the designated date.

To receive your bond refund, it is essential to provide us with your bank account information upon moving out. Please make sure to update our team with your bank account information. Keep in mind that failure to provide your account information, resulting in the inability to return your bond, will be your responsibility.