Extensive PCR inaccuracies, poor handover and avoidable tenant burden from day one.

Our tenancy commenced with significant issues that should reasonably have been identified, communicated or addressed before occupation. The Property Condition Report contained numerous omissions, inaccuracies and descriptions that understated the property's actual condition. Several known issues recorded by the agency remained unresolved at handover, including non-functioning lights and an air-conditioner that had not been tested. The key handover process was also problematic, with incorrect and incomplete keys supplied, causing delays on moving day while removalists were engaged at our expense. No meaningful introductory communication was provided (only automatically generated) and all substantive communication was initiated by us. During the first week of tenancy, we spent many hours reviewing the PCR, photographing and filming defects, uploading evidence, investigating maintenance concerns, liaising with service providers and following up safety issues. Responses frequently relied on whether previous tenants had reported concerns rather than assessing the evidence provided. Based on their responses, we can safely presume they did not review the videos and photos provided. The most concerning issue was discovering that the agency's own records identified a ceiling fan as requiring electrician attendance due to sparking prior to the commencement of the tenancy, yet this was not communicated before occupation. While some matters were eventually acknowledged and escalated, this generally occurred only after we had identified, documented and pursued the issues ourselves. Overall, the tenancy commencement process placed a substantial and unexpected administrative burden on us during what should have been a straightforward move into a professionally managed property. We would have chosen 0 stars but at least 1 was required to submit the review.