Welcome to the Ray White The Sands Tenant Resource Center. Our goal is to ensure your time in one of our managed properties is comfortable, safe, and stress-free. Whether you are looking for information on how to pay your rent or you have an urgent maintenance issue, you’ll find the answers and tools you need right here.
1. Managing Your Tenancy
Everything you need to manage your home is available 24/7 through our Tenant Portal.
- Rent Payments: We operate a zero-tolerance policy for rent arrears. Ensure your automatic payments are set up to reach our account on your specified due date.
- Property Inspections: We conduct regular inspections (usually every 3–4 months). You will receive at least 48 hours’ notice, though we typically provide one week’s notice via email.
- Routine Maintenance: For non-urgent issues (e.g., a dripping tap, a stiff door), please log these through the Maintenance App with a photo so we can dispatch the right contractor.
2. Emergency Repairs: What to do
An “Emergency Repair” is defined under the Residential Tenancies Act as something that makes the property unsafe or unlivable.
If you are in immediate physical danger (fire, gas leak, or flood), call 111 first.
What qualifies as an emergency?
- Total Loss of Power: After checking your fuse box and the Power Outage Map.
- Burst Water Pipe: Or a major leak that cannot be contained by a bucket.
- Blocked or Overflowing Sewage: A significant health and safety risk.
- Total Loss of Water: (Check with Tauranga City Council first for local water mains issues).
- Serious Storm or Fire Damage: Anything that compromises the security of the home (e.g., a broken front door or window).
- Total Loss of Heating: Only during extreme weather conditions.
Emergency Contact Process
- Stop the Damage: If it’s a water leak, turn off the water at the mains (usually located near the front boundary).
- Call our After-Hours Line: Call and follow the prompts for the emergency property manager on call.
- Use our Preferred Contractors: Only use the contractors listed in your tenancy agreement unless you cannot reach us.
3. General Tenant Resources
Moving into a new area like Papamoa East can be a whirlwind. Here are some helpful local links:
- Tauranga City Council: Information on bin collection days and local bylaws.
- Tenancy Services: For independent advice on your rights and responsibilities.
- Local Schools: See our [Neighborhood & School Guide] for enrollment information.
4. Moving Out?
If you are planning to vacate, please remember:
- Notice Period: For periodic tenancies, tenants must give at least 28 days’ written notice.
- Cleaning Checklist: We want to return your full bond. Please follow our [Vacating Cleaning Guide] to ensure the property is ready for the next resident.