Guide to Online Services

DHA contract with real estate agents to provide property management services for properties that are currently surplus to Defence needs. Agents are required to communicate electronically through Online Services to receive and manage these properties through Civilian Tenancy, including entry of monthly rental payments.

This user guide has been developed to guide agents through the use of Online Services.

Overview

DHA Online Services is a portal available for DHA's customers and business partners to interact electronically with DHA.

The system is accessed from DHA Online Services at www.dha.gov.au .

Estate agents

Estate agents who have contracted with DHA to provide property management services for Civilian Tenancies will have access to:
  • View a list of prospective tenancies including Dates Available, Property Report and Map.
  • Record approved Tenant information and attach Signed Tenancy Agreements.
  • View the current status of a Civilian Tenancy they are managing and take actions available to them.
  • View any outstanding actions on a tenancy including Periodic Inspections due.
  • Advise tenant vacations and extensions.
  • View any Open Invoices that are due for payment and Submit Payment details.
  • View any completed invoices.

Getting started


Logging in


  • Click on the Online Services icon to get to the Login page.
  • Your username for logging in is the email address provided for your Real Estate agency.
  • An email notification is automatically sent when your agency is set up as a DHA business partner on DHA Online Services. This email advises your temporary first password.
  • On your first login, you will be prompted to change your password. You will also be required to enter a secret question and answer which can then be used to authenticate you should you forget your password.

Forgotten password

  • If you have forgotten your password, select the Forgotten your password link. This will prompt you for the answer to your secret question which if correct will send your password to your email (username) address.
  • If you have forgotten your username, you will have to contact DHA.



Overview

The Home page or Dashboard on DHA Online Service for Estate Agents defaults to display a list of Outstanding Tenancies and Open Invoices.
A separate tab is available to view Current Tenancies, Resolved Tenancies and Completed Invoices.

From the Dashboard you can also:
•    Update your password and secret question on My Account
•    Update your contact details, licence information and insurance information at My Details
•    Click on a tenancy to view property and tenancy details
•    View Invoices and invoice details

Dashboard

Outstanding Tenancies

The Outstanding Tenancies list includes all tenancies where an action is required.  The status will identify what is outstanding, and could include:

  • Available for Tenancy
    - provide DHA with a rent appraisal
    - source and present an appropriate tenant for the property.
  • Awaiting Tenant Details
    - arrange and attach signed tenancy agreement and
    - enter tenant and tenancy details.
  • Periodic Inspection Due
    - liaise with DHA to book and attend periodic inspection
  • Negotiations in Progress
    - negotiate vacation or extension of agreement with tenant and DHA
  • Awaiting Vacation
    - liaise with DHA to book and attend vacate inspection
  • Vacation Inspection Booked
    - attend inspection and confirm vacation

Current Tenancies

This will list all current tenancies for the agent at the following statuses.

  • Available for Tenancy
  • Awaiting Tenant Details
  • Future Occupancy
  • Occupied
  • Negotiations in Progress
  • Awaiting Vacation
  • Property Vacated

Resolved Tenancies

This is a list of tenancies that have previously been presented to or managed by the agent, including:

  • Completed 
  • Cancelled

Open Invoices

Lists the invoice for the current month invoice (for previous months rent).

Completed Invoices

Lists the invoices for previous months.



Overview

To view the details of a tenancy select the tenancy from your dashboard.
This will open to the working page for agents to display the Agent specific Tenancy Information.
You can also view:

•    Property Report
•    Property Map
•    Agent Information
•    Tenancy History
•    Invoice History

Agent information



This is the working page for agents and displays all of the Current Tenancy details including any attachments and actions available. From here you record information relating to:

•    Tenancy Information
•    Tenant Information
•    Periodic Inspections
•    Attachments
•    Tenancy Negotiations

Property Report

This is a printable property report which displays extensive information about the property:

•    Overview
•    Description
•    Photos
•    Floor plan
•    Rooms
•    Facilities
•    Dimensions.

Property Map

This links to Whereis to display the location of the property.

Tenancy History

A list of current and previous tenancies against the property.

Invoice history

Available also from the agents monthly invoice, the detailed Invoice History displays a list of invoices showing all rent charged and remitted for the tenancy.

Overview

When DHA identifies properties for civilian tenancy they will release information about the property to one or more panel agents. The agent is required to provide a rent appraisal and source and present a suitable tenant for the property.

Email notification

DHA will send an automatic notification when a property identified for tenancy has been allocated to the agent, advising the:

•    date the property is available from
•    date the property is available to
•    agent's management rate to be applied
•    term type.

If the property is occupied by a discharging member of the ADF, the agent is required to manage the tenancy and DHA will also provide:

•    the current tenant name and contact details
•    the start and end date of tenancy
•    the weekly rent to be applied.

Agent Dashboard

When the Estate Agent logs in the property will appear in the Outstanding Tenancies Tab with a status of Available for Tenancy.


Rent appraisal

Where the property is not occupied by a Tenancy After Discharge, the Estate Agent must inspect the property and provide a rent appraisal to DHA via email or phone within 3 days of being advised of the property becoming available. The Property Report can assist with the appraisal.

Keys can be accessed for the rent appraisal by contacting the local DHA office.

Source tenant

If DHA accepts the rent appraisal, DHA will enter that information to the tenancy and the agent can then proceed to source an appropriate tenant. The weekly rent will be displayed as a monthly value to assist Agents with invoicing and as a recommendation for monthly rent collection.

The Estate Agent must advertise the property after the rent has been approved:

•    in the Estate Agents window display within 2 days
•    on the Estate Agents own website and on the most appropriate local internet sites within 2 days, and
•    in an appropriate local newspaper within 7 days.

The Estate Agent must provide weekly written progress reports to DHA until a suitable tenant is identified.

If the Estate Agent is unable to identify a suitable tenant within 2 weeks of advertising commencing, they are to provide DHA with a written report outlining an alternative rental marketing strategy (including recommendations on any changes to the confirmed weekly rent amount).

Tenant accepted

The Estate Agent must locate and qualify suitable tenants and will then submit the applications to DHA via an email for final approval.

DHA will approve or decline the application. If the tenant is acceptable to DHA then DHA will modify the status to Awaiting Tenant Details.

Once DHA has approved the Estate Agent as the Managing Agent (that is, confirmed the listing), DHA will arrange for keys to be provided to the Agent. The Agent is required to make a record of all keys (a photocopy is recommended), retain 1 set of keys in their possession and provide the remaining keys to the agreed tenant.

Note
All leases issued by Agents on behalf of DHA must include the following special condition to ensure the property is available to return to DHA in exceptional operational circumstances and where relevant legislation permits:

For Service reasons, it is hereby agreed and declared that:

•    the agreement hereby created can be terminated by the landlord giving to the tenant, or his agent, one months notice in writing of such termination, immediately after expiration of the said notice; and
•    this present agreement and all rights, liabilities and obligations there under, shall cease and be void without prejudice to any claim by either party against the other in respect of any antecedent breach of any covenant or condition herein contained.
•    the amount of rent to be paid is to be calculated on a proportional basis up to the date on which the said notice expires.

Multi-listing

If the property has been listed with more than one panel agent, they will be treated equally.  Should the other agent be successful in identifying a tenant then you will receive an automatic email cancelling the tenancy, and the tenancy will appear in your Tenancy History tab with a status of Cancelled.


Overview

When DHA has set the status of the Civilian Tenancy to Awaiting Tenant Details, the agent is responsible for the Tenancy Agreement and entering tenancy information into Online Services.

Record tenancy information

At status of Awaiting Tenant Details, the agent is able to update information against the tenancy and should record the details of the tenant as on the tenancy agreement:
•    Start and end dates
•    Primary tenant name
•    Primary tenant contact details.


Signed tenancy agreement

The Agent is required to attach the Signed Tenancy Agreement within 10 days of the lease commencing :

•    Click the drop down under Upload new attachment, select type of attachment
•    Click Browse, select the file from your computer and click Open.

Condition and Inventory Report

•    The Condition and Inventory Report is to be attached within 7 days of the lease commencing.
•    Photos showing the detail of any existing damage should also be provided to support the condition report.

Bond Receipt

•    The Bond Receipt is to be attached within 10 days of the lease commencing.

Overview

Agent Invoices are automatically generated on the first of each month for rent for the month in arrears.

•    Agents will be able to view the current open invoice for the previous months rent requirement.
•    Invoice details display for each tenancy the rent being invoiced.
•    Agents can confirm the gross rent being remitted for each tenancy under management.
•    Payment details are displayed for submission of invoice, and payment of rent.
•    Agents are required to submit rent as invoiced within 14 days of invoice.
•    Agents can view previous completed invoices.

Rent Due Calculation

From April 2015 the method of rent calculation changes to be in all cases:

Rent Due = No of Days due x Weekly Rent

Each month therefore will invoice differently depending on how many days in the month.

Prior to April 2015 Rent was calculated as follows: Monthly Rent Due = Weekly Rent x 52 / 12.   Part Month Rent Due = pro rata calculation of Monthly Rent i.e. No of Days x [Monthly Rent (as calculated above) / No of days in the month].

Any rent unpaid will be carried forward to the next invoice.

Agent Invoice

On the first of each month an invoice is automatically generated to each agent managing active tenancies or with outstanding rent payments.

The invoice for the current month is displayed as an Open Invoice on the Agent Dashboard in DHA Online Services.

Invoices for previous months are available under the Invoices tab.

Invoice Detail

The left tabs list all invoices with the most current at top.  Clicking on a tab will populate the details of that invoice.

The right side of screen lists all tenancies invoiced in the invoice selected.

Each Tenancy key is a link to a detailed invoice history for that tenancy.

The invoice displays:

•    Invoice ID - a unique number for this months invoice to the agent.
•    Month Ending - describes the month the invoice covers.
•    Status - the status of the invoice.
•    Tenancy - the tenancy for which the charge relates.  This links to the invoice history for this tenancy
•    Gross Rent Due - any rent due for the period invoiced and any balance brought forward from the previous invoice.
•    Gross Rent to be Remitted - the agent entry of the amount remitted for this invoice.
•    Mgt Fee incl GST - a calculation of the Management Fee as a result of the Gross Rent Remitted.
•    Net to be Remitted - a calculation of the Gross Rent Remitted less Management Fee.
•    Total amounts and Invoice Id for reference when submitting payment.

Enter rent remitted

The invoice is generated at a status of Pending
The Agent should enter the Gross Rent they have in hand for the tenancy.The Mgt Fee will calculate according to the Gross Rent Remitted entered which will change the Net to be Remitted for the tenancy and the Invoice Totals.

Submit Invoice and make EFT payment

The invoice will display the Invoice ID and the amount to be deposited as a result of the agent's entries.
When the Agent selects Submit Invoice the invoice status becomes Agent Submitted and the Agent must deposit the Total Net Rent displayed. Agents can view submitted invoices but not modify them.

•    Deposits must be the amount displayed using the invoice ID displayed as reference.
•    Deposits should be made to Account Name: DHA Rental Deposits Acc  Bank Westpac Branch Manuka ACT.  BSB 032-729 Account 225665

Agent Review Required

If the amount received by DHA is not the Net Rent Remitted indicated on the invoice, DHA will not be able to reconcile the funds and will set a status of Agent Review Required.
The Gross Rent Remitted is then available again for edit by the agent so they can correct the invoice and resubmit details to indicate the amount paid.

Completed Invoices

The status is set to Completed on the first of the next month when new invoices are created.
Any amounts carried forward will display on the new invoice and the Complete invoice is view only.

Managing Maintenance

DHA operates a national Maintenance Call Centre (MCC) and will arrange all fair wear and tear maintenance to be carried out on the listed properties through this call centre.

•    Agents will be required to lodge all requests for maintenance through the maintenance call centre. DHA will not accept responsibility for any works undertaken outside this arrangement.
•    Emergency maintenance is also managed through the maintenance call centre and is available 24 hours a day.
•    The tenant must report all maintenance to the Agent for the agent to raise through the MCC. The tenant must not contact the MCC directly.
•    The Agent is to recover the cost of tenant (non-fair wear and tear) damage either directly from the tenant or via the rental Bond.
•    All cleaning or gardening maintenance remains the responsibility of the tenant.
•    The Agents will be responsible for ensuring tenants maintain the cleaning and garden maintenance to appropriate levels throughout the term of the tenancy.

Note

The Maintenance Call Centre number is 139 342

Overview

DHA requires periodic inspections to be completed every 6 months and Online Services will provide visibility of all periodic inspection overdue or due in the next 3 months.

According to the contract the Agent will conduct inspections of the property and provide DHA with a written report advising of recommended maintenance and items of concern in writing within 48 hours of the inspection or of becoming aware of any issue. The following inspections are required:

•    Initial inspection to complete condition report
•    6 months after tenancy commencement, joint inspection with DHA giving the HMC 14 days notice in writing of the forthcoming inspection
•    Every 6 months for leases over 12 months in duration giving the HMC 14 days notice in writing of the forthcoming inspection
•    End of tenancy inspection, joint inspection with DHA giving the HMC 14 days notice in writing of the forthcoming inspection
•    Other inspections as required by DHA giving the HMC 14 days notice in writing of the forthcoming inspection

To identify due or over due periodic inspections

1.    Select the Outstanding Tenancies tab
2.    Properties that are due or overdue for a periodic inspection will be displayed with a Status of Periodic Inspection Due
3.    Select the tenancy
4.    From the Agent Information tab, the Tenant Information will display contact details for the tenant
5.    Negotiate a mutually agreeable time with DHA and the tenant

To complete a periodic inspection

  1. When the periodic inspection has been complete, select the Outstanding Tenancies tab
  2. Select the tenancy
  3. From the Agent Information tab, select the Inspection has been performed button
  4. Enter the Inspection Date
  5. Select the Save button
  6. Select Upload new attachment of Inspection Report and Browse for document



Overview

Where the property is not required to be returned to DHA at lease end, the Agent must provide a written report and recommendation to the HMC covering:

•    Extend current tenancy; or
•    keep the property on the rental market and a revised rent recommendation

All lease renewals and extensions are to be approved by DHA in writing prior to being offered to tenants.

DHA does not approve the sub-leasing or assignment of tenancies. Only specific tenants agreed to by DHA should be issued Tenancy Agreements.

The Agent must involve DHA in negotiation and implementation of rental increases and implement rental increases and lease renewals and tenancy agreements as directed by DHA.

The Agent must give DHA a minimum of 2 weeks notice in writing that tenants intend vacating the property.

DHA or the tenant can initiate requests to extend the tenancy or vacate the property. If the extension or vacation is initiated by DHA the Agent will receive an email notification and the tenancy will become visible on the Outstanding Tenancies tab.

To initiate extension of tenancy

1.    When DHA requests the tenancy to be extended
1.    the Agent will receive a Tenancy Extension Request email, and
2.    the property will be visible on the Outstanding Tenancies tab with a status of Negotiations In Progress

To confirm new tenancy terms

1.    Provide DHA with a rent appraisal
2.    Negotiate the extension with DHA and the tenant
3.    DHA will enter the agreed rent
4.    Select the Outstanding Tenancies tab
5.    Select the property
6.    Select Confirm new tenancy terms button
7.    Update Tenancy End Date and Term Type if required
8.    Ensure that the Weekly Rent is correct
          - Advise DHA if it is incorrect
9.    Select Confirm button
10.    Select Upload new attachment type and Browse for documents to attach the Signed Tenancy Agreement (if new fixed term)


To initiate tenant eviction

1.    When a tenant needs to be evicted, select the Current Tenancies tab
2.    Select the property
3.    Select The tenant is being evicted button
4.    Enter Proposed Eviction Date
5.    Select Confirm button
6.    The property is now visible on the Outstanding Tenancies tab with a status of Negotiations In Progress


To initiate tenants request to vacate

1.    When tenant has requested to vacate, select the Current Tenancies tab
2.    Select the property
3.    Select The tenant is vacating property button
4.    Enter Vacation Date
5.    Select Confirm button
6.    The property is now visible on the Outstanding Tenancies tab with a status of Negotiations In Progress

To initiate DHA's request to vacate

1.    When DHA requests the property to be vacated
          - the Agent will receive a DHA Vacation Request email, and
          - the property will be visible on the Outstanding Tenancies tab with a status of Negotiations In Progress

To confirm tenant is vacating property

1.    Negotiate the vacation with DHA and the tenant
2.    Select the Outstanding Tenancies tab
3.    Select the property
4.    Select Confirm tenant is vacating property button
5.    Update Vacation Date if required
6.    Select Confirm button
7.    Select Upload new attachment type and Browse for documents to attach the
         - Notice To Vacate, and
         - Tribunal

To cancel extension or vacation negotiations

If DHA no longer wish to extend or vacate the property
1.    the Agent will receive a Extension Cancelled or Vacation Request Cancelled email, and
2.    the property will be visible on the Current Tenancies tab with a status of Occupied, and
3.    the Agent is required to advise the tenant

If the Agents vacate negotiations with the tenant and DHA result in no further action,
1.    the Agent can select the Tenant is not vacating property button

Overview

When the Agent has negotiated the vacate with DHA and the tenant and all parties are in agreement then the Tenancy will display on the Outstanding Tenancies tab with a status of Awaiting Vacation or Vacation Inspection Booked.

The Agent must invite a DHA representative to the final inspection by giving a minimum of 14 days notice in writing to DHA.

The Agent will check out vacating tenants, and liaise with them to ensure the property is cleaned in accordance with a written cleaning checklist (or to the relevant legislated standards for tenancy end) and ensure that all tenant damages are rectified.

To book vacate inspection

1.    Identify a mutually agreeable vacate inspection date and time with DHA and the tenant
2.    DHA will enter the data which will result in the status changing to Vacate Inspection Booked

To conduct vacate inspection

1.    Conduct inspection referring to the original Inventory and Condition Report
2.    Make note of any additional damage and record findings on an Inspection Report
3.    Select Upload new attachment of Inspection Report and Browse for document
4.    DHA will record vacant possession of the property
5.    The tenancy will be visible on the Current Tenancies tab with a status of Property Vacated until the invoicing has been completed
6.    Payment of rents to DHA will be up to and including the End Date which will have been amended to reflect the Vacate Date

Tenant Non Fair Wear and Tear (NFWT) at tenancy end

This step applies where Civilian Tenancy tenant charges are identified at the end of tenancy inspection and where the bond is to be debited to recover the funds.

General R&M

•    All general repairs and maintenance are to be raised through the Maintenance Call Centre (MCC) at DHAs expense.

Tenant Charges

•    Where there are items identified as a tenant NFWT (for Civilian Tenancy and also for a Tenancy After Discharge where the NFWT was not previously identified as a tenant charge by DHA at end of the DHA tenancy) the tenant should be given first option to repair.
•    If the tenant refuses or wishes the agent to arrange the works, then the agent should arrange for these items to be addressed by their own contractor base and the cost should be taken from the Bond as per the State/Territory Residential Tenancy Act.
•    This decision by DHA is to allow for a quick response and completion of works and to allow the agent to claim the funds from the Bond within the required time frames per State/Territory (eg 10 working days in Victoria).
 
Note
The agent can only use their own contractor for the end of tenancy tenant NFWT works where the Bond is to be debited to recover the funds. At all other times works should be raised through the MCC. If you have any concerns or questions please contact your local office on 139DHA

DHA ceases management of property

1.    On occasions DHA will ceases management of a property, however, lease the tenant in place as per the landlords request.
2.    The landlord will have been provided with the Agents details to make further contact about the future management of their property
3.    The Agent will receive a Cease Management email
4.    The tenancy will be visible on the Current Tenancies tab with a status of Property Vacated until the invoicing has been completed
5.    Payment of rents to DHA will be up to and including the End Date which will have been amended to reflect the date DHA ceased management