PM Gems: Kat Byrne helps tenant navigate after a robbery

"Two weeks ago a tenant had someone come into her house and take her car keys. They snuck the car up the driveway, so the tenant didn't know until the next morning and the thieves had even closed the garage door again. She was quite distraught to find her car missing.

She called through to our after hours phone number, so I calmed her down. I told her to ring the police and they will send forensics. We then rang the landlord to discuss. We arranged a change of locks and had a contractor there the same day. It took the edge off an already stressful situation, as the house keys were taken and they worried about someone coming back.

They felt secure knowing the new locks would prevent them getting into the house. The car was found later the next day a few blocks away and luckily for our lovely tenants, there was no damage.”

• Ensure tenants have an easy way of contacting the office with after hours emergency requests. Details on your website of what tenants should do in an emergency is also a great help.
• Keep a list of emergency trades you can rely on, who will attend on short notice. Plumbers, electricians, locksmiths, maintenance trades, roof plumbers and the State Emergency Service are useful contacts to have readily available on your phone.
• Clearly define what is an emergency, what is urgent and what is a routine maintenance request.
• Advise the owner of the issue and make a plan to re-secure the property. Arrange the contractor to attend to change the locks and send a work order with tenant contact details.
• Ring the tenant and let them know what has been arranged and that a contractor is coming, who will contact them for access.
• Provide the tenant with the contractor’s contact details and ask them to come back to you if any other issues.
• At routine inspections, check the security compliance for deadlock doors and lockable windows, make sure the security lighting is adequate and working.
• Remind tenants that as part of their lease, their contents must be insured by their own insurance.

• Always keep your contents insurance up to date. In these times of increased crime, this is your first priority.
• Ensure all windows and doors are locked and secured, to prevent easy entry.
• If you have suffered a break in, always check that the occupants and the property is safe as the first priority.
• Keep house and car keys in areas that aren’t easily accessible. Kitchen benches and entry hall tables make it easy for thieves to grab and go. Handbags, purses and wallets should be securely put away when not needed.
• Contact police and report any incidents by calling 131 444, or if emergency by calling 000 and be sure to obtain a police report number.
• Advise your insurer of any personal items lost, along with any keys. You will need to provide them with the police report number.
• Report to your property manager as soon as possible that the property is no longer secure and work out a plan with them for change of key locks. The property manager will also need the police report number, so please make sure you can provide this as soon as you have it available.