Deposit Protection Service > How to have a successful tenancy from start to finish > Wrapping up the tenancy on a good note
Talk to your tenant before they move out
Before your tenant moves out, make a point of speaking with them about important steps related to the end of tenancy process. Remind them of any responsibilities listed in their tenancy agreement, like cleaning, garden maintenance and rubbish removal, so they know how they’re expected to leave the property.
If there are any issues with the condition of the property, ideally you would be aware of them before the end of the tenancy, but make sure your tenant knows to mention them prior to moving out.
Also, remind your tenant to check their DPS account to make sure we have current contact information.
The check-out process
The check-out is one of the most important events in a tenancy, where you and your tenants can review the condition of the property together. You can agree on any deposit deductions and gather evidence to support a claim. If it goes well, and there's an open and honest discussion about the deposit, it's likely everyone will feel they've had a fair outcome. If it goes poorly, or somebody fails to attend, disagreements about the deposit repayment are far more likely to arise.
Check-out should take place as soon as possible after the tenant has returned the keys. The longer you delay it, the more doubt arises that any problems are a result of the tenant’s activity.
Where possible, encourage your tenant to attend the check-out process. Note their comments about the property condition and if they disagree with anything during the process. This will help when discussing deductions. Communication is critical when you’re trying to resolve issues.
Tips for a great check-out
There are several considerations to keep in mind to make sure your check-out process is thorough. We've put together some tips to help you get it right.
Send a written invitation, with sufficient notice, to your tenant
Your tenant should be given a reasonable chance to attend the check-out. Keep a record of the invitation so its existence can’t be disputed afterwards.
Make sure your tenant understands the process
Explain this is their opportunity to put forward their case regarding the state of the property. Detail the process in your invitation and allow them to ask questions at the start of the check-out.
Consider using an inventory clerk
These are objective professionals who understand what needs to be recorded at the start of the tenancy, and how to assess and demonstrate change at the end of the tenancy. If you use this type of service, make sure your tenant understands the inventory clerk’s role.
Bring your check-in report
You should have a check-in report from your initial property inspection with your tenant when they moved in. Bring this to the check-out as a reference point.
Be safe
Make sure someone knows where and when the check-out is taking place. If you have any concerns about your safety, bring another person along.
Take your time and be thorough
Touring your property when it's been the tenant's home can sometimes feel awkward, but you need to cover every aspect of your check-in list properly. Otherwise you could face problems later.
Make notes
Record any of your tenant's admissions or agreements you reach. Ask your tenant to sign and date the notes. Make sure they receive a copy of these soon after check-out takes place.
Take photos of any damage or any other areas in question
Digital photography, whether by camera or phone, works best because it automatically adds a date and time stamp, confirming when the photos were taken. It’s essential your images are clear, recognisable and show the context of any damage. Explain in your invitation that you may take photos during the visit.
Use video evidence where appropriate
For example, a video recording can demonstrate that equipment is no longer working. However, most often photos provide the best form of evidence as adjudicators can study these more easily.
Complete the check-out before any repair works take place
Although you'll want to deal with and resolve any problems quickly so you're ready for your next tenant, you'll need evidence of the damage to demonstrate your case.