To apply for a rental property, you’ll need to complete a tenancy application form with your personal details, employment and income information, rental history, and references.

You’ll typically need to provide identification (driver’s licence or passport), proof of income (recent payslips or bank statements), and contact details for previous landlords or rental references.

Some properties receive multiple applications, so having all documents ready helps your application stand out.

Application Process

A rental ledger is an official, running record of all transactions for your tenancy. In Queensland, your Property Manager (Client Experience Executive) must maintain this document, detailing exact dates, amounts paid, the “paid to” date, and any outstanding arrears. It is your ultimate proof of a solid, on-time payment history.

To understand your ledger, pay close attention to these standard figures:

1. Date Paid: The actual date the agency recorded and receipted your money.
2. Amount Paid: The total dollar amount transferred in that specific transaction.
3. “Paid To” Date: The most important date on the ledger. This indicates the exact date up to which your rent is fully covered.
4. Ledger Balance / Arrears: Shows if you are ahead, perfectly paid, or behind on your rent.

The “Paid To” Date represents the final date of your last fully paid rental period.

Your ledger may also contain an “Effective Paid To” Date which factors in any extra part-payments, showing the exact date your rent is effectively covered up to when partial credits are included.

It is the responsibility of the tenant to adequately insure their own property and possessions.

Contents insurance for renters (often called renters insurance) covers your personal belongings against events like theft, fire, storms, and burst pipes. Renters’ contents insurance typically covers tenants’ furniture, electronics, clothes, and appliances.

The Owners’ insurance will only cover the physical building, fixtures and fittings, but not your possessions. If your items are damaged or stolen, you would be entirely responsible for the replacement costs.

Our priority is to ensure Mosaic Residents receive timely and practical assistance whenever an issue arises that could endanger their safety or the property.

Under Queensland law, urgent repairs include burst hot water systems, severe roof leaks, dangerous electrical faults, or gas leaks. You should contact your Client Experience Executive or their designated after-hours emergency trades.

If there is any immediate risk to life, safety, or property, call emergency services straight away:

Police, Fire, Ambulance: 000
State Emergency Services (SES): 132 500

Resident Emergency Maintenance Request

You can report maintenance jobs directly in the PropertyMe App, Tenant Portal or via our friendly Property Management Assistant.

When lodging requests, please be as specific as possible and include images of the request where required.

Alternatively, you can email your Client Experience Exeuctive with a thorough description of the request and attach relevant images and video of the issue.

PropertyMe App

We aim to solve all requests within 14 days. Please note that all requests are subject to tradesmen’s availability and Owner approval.

We always endeavour to complete requests as quickly as possible. If your request has not been completed within 14 days, please email your Client Experience Executive.

You can track the status of your request in the PropertyMe App. If it’s an emergency, please follow the instructions under the “emergency” question above.

Mould is caused by excess moisture, such as high humidity, condensation, or water leaks. It grows when surfaces or the air remain damp.

Prevention tips

• Use exhaust fans during and after showering, cooking, and laundry use.
• Keep fans clean and free of dust.
• Open windows, blinds, and curtains to improve airflow and sunlight.
• Wipe away condensation on walls, windows, and doors.
• Avoid drying clothes indoors; use a dryer or outdoor area.
• Air out wardrobes and cupboards regularly.
• Use a dehumidifier or air conditioning on dry mode.
• Keep windows and doors closed when using air conditioning.
• Use moisture absorbers in enclosed spaces.

Responsibility

If mould is caused by a property issue (e.g. leaks), the Owner/manager is responsible. If it results from poor ventilation or cleaning, the tenant is responsible. Report any leaks immediately to your Client Experience Executive.

Preventing moisture build-up is the key to keeping your home mould-free and healthy.

Click here for more information

Appliances

When a home appliance starts acting up, always start with the easiest, safest steps:

• Restart or reset the device.
• Check the mains power is on and check all circuit breakers are on.
• Inspect for clogged filters or loose cables.

Safety always comes first—if you smell gas, see exposed wiring, or water flooding out, do not use the appliance and contact your property manager.

Plumbing and Leaks

A common property problem is water leaking from wet areas into adjoining rooms. As such, a regular check for water leaks on floors, walls and ceilings is advisable. If the carpet or floor is wet, sponge it dry thoroughly and check again after use. Advise our agency if there is a problem.

Leaking Toilet

If your toilet is leaking, turn off the tap behind the cistern and mop the floor. Do not use the toilet. Contact your Client Experience Executive.

No Hot Water

If you have a solar system, check that the booster switch is on, especially on cloudy or overcast days. If you have a gas system, check if the pilot light has blown out. If this does not solve your problem or is not applicable, please contact our agency as soon as possible.

No Electricity

First, check your switch board and check all circuit breakers are on. If you turn them back on and it triggers again, there may be a faulty appliance on the property. Unplug or switch off all appliances and test them individually. Check there are not any scheduled power outages in your area. If there is still no electricity, please contact our agency.

To help keep the property in good condition and ensure a comfortable living environment for everyone, we kindly ask that you take note of the following responsibilities during your tenancy:

• Please take care to avoid blocking plumbing or drains. Ensure the outlet is cleared of hair and soap buildup.
• It is the Tenant’s responsibility to maintain the upkeep of light bulbs on both the interior and exterior of the property. If you’ve tried to change the light bulb and it is still not working, check that all switches in your switchboard are on. If the problem persists, please advise your property manager.
• It is the Tenant’s responsibility to ensure air conditioning filters are kept clean during the tenancy to ensure the unit can operate efficiently.
• Make sure you frequently remove the rangehood filters to clean off any grease build-up by rinsing it out with hot, soapy water.
• Dispose of rubbish using the allocated bins and follow the relevant collection guidelines. Place bins out for collection on the appropriate day and return them afterwards (if applicable).
• Maintain lawns and gardens regularly, including mowing, weeding, and watering (if applicable).
• Help keep the property free from pests and vermin, unless an issue arises due to structural concerns.
• If you are considering installing nails, screws, or adhesives, please seek approval beforehand.
• If the property includes a pool or spa, please ensure it is kept clean and that chemical levels are properly maintained (if applicable).
• Please do not interfere with any provided safety features, such as smoke alarms or fire sprinklers.

We appreciate your care and attention in maintaining the property.

Natural stone benchtops are a beautiful high-quality feature, however they do require specific care. To avoid staining and etching damage, please follow these specific care instructions.

• For daily cleaning, wipe the surface with warm soapy water (mild detergent) and a clean damp cloth, ensuring all residue is removed.
• Wipe up any spills immediately.
• Avoid sharp or abrasive tools that may scratch the surface. Do not scrub forcefully, as this can reduce shine.
• Use a separate cloth or sponge—do not use the same one used for washing dishes to prevent transferring oils or contaminants.
• Keep stone away from strong chemicals, solvents, staining agents such as acetone, purple shampoo, nail polish, lipstick, red wine, coffee, acidic liquids and turmeric.
• Do not use acidic cleaners like vinegar or lemon juice.
• Never place hot items directly on the surface — this can cause thermal shock, leading to marking and hairline cracks over time.

As part of our commitment to property Owners and tenants, we conduct regular routine inspections to identify maintenance issues and ensure the property is maintained in line with the Tenancy Agreement. Please ensure your property is presented in a clean and tidy condition.

Attendance is optional; however, you are welcome to report any concerns via email or the Tenant Portal. If you are not present, we will access the property using office keys.

Inspections may include the use of 360-degree cameras to efficiently capture the condition of the property, with strict adherence to privacy guidelines. If you would like anything excluded or blurred, please advise your Client Experience Executive.

If you have a dog, please ensure it is restrained or removed for safe access.

We also recommend completing routine cleaning tasks such as general cleaning, kitchen and bathroom surfaces, appliances, shower, toilet, light switches, balcony areas, and ceiling fans.

Please note we may need to access under sinks to check for leaks.

If you would like to keep a pet at the property, you can either contact your Client Experience Executive by email or complete and submit an RTA Form 21 Request for approval to keep a pet in rental property.

Once submitted, the Owner has 14 days to approve or refuse the request, and then the request is to be put to the Body Corporate for approval. The Body Corporate has a further 21 days to respond to our office.

Click here for more information

You may ask your Client Experience Executive/Owner for approval to make home modifications. This includes attaching fixtures to the property.

Examples include: hooks, locks, TV wall brackets, clotheslines, cable TV connections, window awnings, air conditioners, electrical vehicle chargers, carpet, TV antennas and shower grab rails.

Requests can be submitted using the RTA’s request for approval to attach fixtures or make structural changes (Form 23). The Client Experience Executive/Owner must respond to the tenant in writing within 28 days of receiving the request. It is a breach of the agreement to attach a fixture or make a structural change without the Client Experience Executive/Owner’s written approval.

Learn more

A tenancy agreement is a legal and binding document for both Tenants and Owners. When a Tenant wants to change the people listed on a tenancy agreement (e.g. adding or removing a Tenant), they must:

• Have agreement from all existing Tenants

Request written permission from the Client Experience Executive/Owner to make the change:

• If the Client Experience Executive/Owner agrees to the change in writing, the existing tenancy agreement may be amended if all parties involved in the tenancy agree.
• The new Tenant/s will need to agree to the terms of the original tenancy agreement including leaving the rental property in the same condition as stated in the original Entry condition report
• Make the necessary changes to the rental bond contributors or amounts (see below).

Click here for more information

A Tenant must not sublet without the written consent of the property Owner.

Subletting is when a Tenant permits persons other than those named on the tenancy agreement as either a Tenant or an approved occupant to reside at the premises.

Renting via online home-sharing platforms, such as Airbnb, is also considered subletting.

If you are a Resident and have locked yourself out of your apartment or the building, please contact the registered locksmith for your property using the details provided via the link below. Residents must use the nominated locksmith and are not permitted to engage their own provider.

Please note that all locksmith call-out fees are the responsibility of the Resident and may include additional charges for after-hours attendance. We recommend confirming all costs directly with the locksmith when you call.

At the end of your tenancy, all keys, fobs, swipes and remotes for the premises must be returned including any additional ones purchased or obtained during the tenancy. Any lost keys, swipes, fobs or remotes will be replaced at the Tenants’ cost.

Mosaic Registered Locksmiths

The Schlage Omnia Smart lock is a Bluetooth-capable smart lock that can be unlocked with a key, card, code, fingerprint, or fob.

• Setting Up your Schlage Door Lock via the Breeze App
• Changing the Schlage Door Lock Batteries
• Resetting your Schlage Door Lock when you vacate

To report common area issues in a Mosaic Property Group development, you may contact the Mosaic Caretaking Team or your designated Strata Manager.

Mosaic separates community issues into distinct channels based on their scope and urgency.

General Maintenance & Cleaning

Mosaic Caretaking manages general upkeep in accordance with the Body Corporate’s agreed contract.

The Mosaic Caretaking email is caretaking@mosaicproperty.com.au or, if applicable, you can use your custom Resident app to report untidy spaces, landscaping issues, or minor repairs.

Strata & By-Law Enforcements

Issues involving building rules (noise, parking, pet rules) fall under the Body Corporate Committee and are handled by Strata. Contact your Strata Manager directly to submit formal requests or report ongoing by-law breaches.

Property Emergencies & Safety

For urgent safety threats (e.g., dangerous electrical faults, major leaks causing damage, or locked entry doors).

Business Hours: Call the primary caretaking number 07 3667 8219 immediately.

After-Hours: Life-Threatening Emergencies, call Triple Zero (000).

For severe hazards, pleased review Mosaic’s after-hours emergency support or your Body Corporates’ designated emergency number.ai

After Hours Emergency Support

In the event of a break lease situation, please send an email to your Property Manager advising that you intend on ending your tenancy agreement early, including the reason and the date you intend on vacating.

You will be sent a form to complete and sign to terminate your tenancy.

There is a break lease fee involved in breaking your lease. For more information on break lease reletting fees please go here:c

Click here for more information

When vacating, you must leave the property clean and in the same condition as it was when you moved in as per the Entry Condition Report minus reasonable fair wear and tear.

End of Tenancy Obligations:

• Clean carpets to the same standard as at the start (professional cleaning may apply for pets)
• Ensure the property is free of pests (professional fumigation may apply for pets)
• Ensure all items on your cleaning checklist have been cleaned thoroughly
• Repair any Tenant-caused damage
• Return pool/spa equipment clean and properly balanced
• Replace any damaged items (fair wear and tear excepted)
• Restore lawns and gardens to original condition
• Remove all personal belongings

If you had a pet residing at the property, professional carpet cleaning and a flea pest control treatment is required as per your tenancy agreement. Damage caused by pets is not considered fair wear and tear and is the Tenant’s/resident’s responsibility.

For more information about the vacating process, please refer to the RTA website.

Learn more

Tenants/residents are responsible for leaving the property in the same condition it was in at the start of the tenancy, less fair wear and tear.

Fair wear and tear occurs during normal use of a property and through changes that occur with ageing and deterioration over time due to environmental exposure.

For more information about fair wear and tear and examples, please refer to the RTA website.a

Click here for more information

At the start of the tenancy, you must pay a bond equivalent to four weeks’ rent. The property manager doesn’t hold this but lodges it to the RTA.

You can apply to the RTA to get this money back when you move out, and you’ll generally receive this back within days of the final inspection, as long as the property is clean and in good condition.

However, If the property manager believes you broke the rental agreement, owe rent, have left the property in a bad state or have damaged the property, they can make a claim to the RTA against your bond.

The RTA will assess this and send you a Notice of Claim. If you disagree with the claim, you can reject the claim and request a dispute resolution.

If the dispute cannot be resolved, the RTA will issue a Notice of Unresolved Dispute, and the matter can then be heard in QCAT.