FAQ
Frequently Asked Questions
Practical answers about fees, renting, maintenance and tenancy responsibilities. Legal guidance is general; follow the linked official sources for your tenancy type and circumstances.
Guidance reviewed 8 September 2026. Hillside’s signed management agreement governs its services and authority.
For Landlords
Questions for Landlords
A property manager looks after the day‑to‑day running of your rental. This includes advertising the property, screening tenants, collecting rent, organising regular inspections, coordinating repairs and maintenance, and tracking the property’s known Healthy Homes position. We also keep you informed with financial statements and act quickly if tenants fall behind on rent or breach the agreement.
A property manager takes on routine administration, tenant communication, rent follow-up, inspections and maintenance coordination. Hillside uses documented processes and clear owner reporting so you can see the work being done. Whether management suits you depends on your time, experience and the needs of your property.
Our standard fees are 8% of rent collected, $475 per new tenancy placement including advertising, and $45 per routine inspection. The standard schedule is four routine inspections per year. We do not charge a maintenance commission. Property costs and the signed management agreement apply; see Pricing for the full details and calculator.
We use a staged application process and collect only information that is reasonably needed at each stage. Applicants may be asked for identity, tenancy-history and reference information. Credit, reference, employment/income or other relevant checks are carried out only where lawful, necessary and consented, generally for a preferred applicant when an offer is being considered. We do not ask applicants for transaction-level bank statements or social-media access. See our Privacy Policy and the Privacy Commissioner’s rental guidance.
We monitor payments closely. If rent is missed, we contact the tenant promptly to resolve the issue. If the arrears continue, we issue the required notices under the Residential Tenancies Act and may apply to the Tenancy Tribunal.
Our standard management schedule is four routine inspections per year, subject to the tenancy agreement, appropriate notice and any owner or insurer requirements. New Zealand law permits routine inspections no more frequently than once every four weeks and generally requires at least 48 hours’ notice. See Tenancy Services — Inspections for current guidance.
Hillside coordinates maintenance and records the work. The standard authorised repair limit is $500, subject to the signed management agreement and urgent legal or safety requirements. Work outside that authority is referred for owner approval. Contractor invoices are passed through at cost, with no Hillside maintenance commission.
Landlord insurance is strongly recommended. It can provide cover for damage, loss of rent and legal liability that is not covered by a standard house policy. The type of cover needed depends on the property and tenancy arrangement. Speak with your insurer for tailored advice.
If you're unhappy with your current manager, contact us and we will guide you through the process. Generally you will give notice to your existing manager and sign a new management agreement. We can liaise with the current manager to transfer keys, documents and bond details.
Request a free rental appraisal. We discuss your property, goals and current tenancy position, then explain the management agreement and fees. A vacant property moves through preparation and tenant placement. For an existing tenancy, we coordinate a handover of records, keys and communication rather than assuming a new tenant is needed.
For Tenants
Questions for Tenants
Follow the viewing and application instructions for the property. We collect relevant application information in stages. Reference, credit and evidence-of-ability-to-pay checks are considered for a preferred applicant where necessary, lawful and consented. We do not ask for transaction-level spending history or social-media access.
A general bond can be up to four weeks’ rent, and a landlord cannot require more than two weeks’ rent in advance. Where the current pet rules allow it, a separate pet bond may be up to two weeks’ rent. The amounts applying to your tenancy must be clearly stated before payment.
Rent is paid at the frequency and to the authorised account stated in the tenancy agreement, commonly by automatic payment. If a payment may be late, contact Hillside promptly so the issue can be addressed using the appropriate tenancy process.
Use the Report Maintenance page for routine issues. For an urgent problem, call Hillside on 021 025 07187 promptly. If there is immediate danger or a threat to life, call 111. Do not wait for the online tool where urgent help is needed.
Landlords are responsible for the required alarms being installed and working at the start of the tenancy and remaining in working order. Tenants must not remove, disconnect or damage alarms and should report faults promptly. Tenants replace dead batteries only in older alarms designed for replaceable batteries.
Our standard management schedule is four routine inspections per year, subject to the tenancy agreement, appropriate notice and any owner or insurer requirements. New Zealand law permits routine inspections no more frequently than once every four weeks and generally requires at least 48 hours’ notice. See Tenancy Services — Inspections for current guidance.
Let us know straight away. We will work with you to resolve the situation. If rent remains unpaid you may receive a notice to remedy, and ongoing arrears can lead to Tenancy Tribunal action. Assistance may be available through Work and Income or budgeting services.
Tenants generally give at least 21 days’ written notice to end a periodic tenancy. A fixed term does not necessarily end automatically on its expiry date; notice rules, renewal arrangements and exceptions matter, so contact us before making plans. At the end, we review the inspection, rent and any proposed deductions with you, allowing for fair wear and tear. Bond refunds follow Tenancy Services’ process; a disputed amount can be referred to the Tenancy Tribunal.
Routine inspections generally require at least 48 hours’ notice, and necessary repairs at least 24 hours’ notice. Both normally take place between 8am and 7pm. An actual emergency can permit entry without advance notice. Suspected abandonment alone does not allow immediate entry: checking abandonment requires reasonable cause, rent at least 14 days overdue and at least 24 hours’ notice, including the applicable service time. Showing buyers or prospective tenants through the home requires the tenant’s permission.
If you breach the agreement (for example by causing damage or repeated late rent), we will issue a notice to remedy giving you a chance to fix the issue. Ongoing breaches may result in an application to the Tenancy Tribunal, which can order remedies or termination. Talk to us early if you have any problems.
Check the tenancy agreement and request written consent where required. Under the rules introduced on 1 December 2025, landlords need reasonable grounds to refuse a pet and may set reasonable conditions. A permitted pet bond is limited to two weeks’ rent and only one applies per tenancy. Different rules protect pets already lawfully kept before that date, and disability assist dogs are exempt from pet consent and pet bond requirements.
Compliance & Legal
Compliance & Legal Questions
Residential tenancies are mainly covered by the Residential Tenancies Act 1986 and associated regulations. These set out the rights and obligations of landlords and tenants. We can provide general guidance, but we are not a law firm; you should seek legal advice for specific situations.
Landlords are responsible for ensuring rental properties meet and continue to meet the Healthy Homes standards unless an exemption applies. Hillside records the known compliance position, tracks agreed actions and coordinates approved work as part of the management service. Property-specific assessment may be required.
Landlords are responsible for the required alarms being installed and working at the start of the tenancy and remaining in working order. Tenants must not remove, disconnect or damage alarms and should report faults promptly. Tenants replace dead batteries only in older alarms designed for replaceable batteries.
A bond paid to the landlord must generally be lodged digitally with Tenancy Services within 23 working days. When a refund is requested, the parties follow the current Tenancy Services process and can agree how the bond is divided. Proposed deductions should be explained. If the parties cannot agree, the Tenancy Tribunal can decide the dispute.
Hillside collects information needed to respond to enquiries, assess applications and manage tenancies. Relevant information may be shared with service providers, authorised parties or agencies where lawful and necessary, including consented checks. Our Privacy Policy explains purposes, service providers, retention, access and correction requests, and how to contact us.
Most issues can be resolved through discussion. If a resolution cannot be reached, either party can apply to the Tenancy Tribunal for a decision. We encourage landlords and tenants to communicate early to avoid escalation. We can guide you through the process and represent you at the Tribunal if needed.
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