What has changed

We have introduced Bond Hub, an online self-service tool where landlords can:

• lodge a bond
• top up a bond
• submit bond refund requests
• submit change of tenant requests
• submit and respond to change of landlord requests
• view and update their contact details.

We are no longer using paper forms for these transactions, so the process will look different from what you’re used to.

In addition, we have updated our Bond Hub’s business-to-business connection. This allows property management software that is integrated with our system to:

• submit refund requests for tenants who have email, text message (SMS) or post as their contact preference (where previously this could only be done for tenants with email)
• submit change of tenant requests
• submit change of landlord requests, if you are the departing landlord.

Landlords will need to use Bond Hub for any functions that are not available in their property management software.

These changes provide greater transparency for landlords and tenants, produce clear digital records of transactions, and see less paperwork and fewer errors caused by lost or incomplete forms.

What you need to do

Review how you handle bond refunds

Think about how a digital process might change how you communicate with tenants about bond refunds.

Before submitting a bond refund online:

• make sure tenants have updated their email address or mobile number with Tenancy Services
• discuss the refund amounts with your tenant first
• agree on any deductions or claims
• make sure everyone understands what a bond refund will involve
• make sure tenants understand that they will need to review and respond to a refund request.

Note that if a tenant does not agree with the refund details presented to them, they can disagree with the request. This may result in delays for all parties.

If you have more than one tenant in a rental property, you should encourage them to resolve disputes between themselves before submitting a refund request.

Make sure your landlord and tenant information is correct

You should have measures in place to confirm that you are keeping the correct details for other parties.

Bond Hub allows you to arrange requests that will notify these other parties, so you must make sure you are communicating with the correct persons. Double-checking your landlord and tenant information will help reduce the possibility that requests will be sent to the wrong person.

Plan the conversation before you submit

Having a clear conversation at the end of the tenancy will help:

• reduce disputes
• avoid delays in refunds
• ensure a smoother experience for you and your tenants.

Communicating clearly with your tenants and double-checking any details will help you settle matters with minimal disputes, especially towards the end of a tenancy.

Learn how to use Bond Hub

We have created guidance for Landlords on how to use Bond Hub.

Using Bond Hub