What is changing

In June 2026, we will introduce several changes to Bond Hub. These changes will allow landlords to:

• submit bond refund requests online
• submit change of tenant requests online
• submit and respond to change of landlord requests online
• view and update their contact details.

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

In addition, we will update our Bond Hub’s business-to-business connection in June 2026. This change will allow 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 will 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 needs doing now

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, it will be important to:

• make sure tenants have updated their email addresses 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 within a reasonable time.

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 also 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.

The upcoming changes to Bond Hub will allow 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 more or get support

We will share more guidance as we approach our release date for these improvements. In the meantime, you can explore our guidance on Bond Hub or visit our help centre.

Using Bond Hub