Moving in or out

Moving in or out of a property can be a stressful time. We aim to make it as simple and hassle free as possible. 

Here's everything you need to know about moving in or out of our City West Water service area as a tenant, landlord or estate/authorised agent.

For more information on your rights and responsibilities as a customer and our commitments to you, visit our Customer charters page.

If you would like to know more about billing and how to read or pay your bill please see our Common billing questions.

Woman packing a moving box.

Business customers

When you start a business within our service area there are a few things you need to be aware of before you begin trading. Find out what your water and waste water responsibilities are on our Setting up a new business page.

Whether you are moving to a new location or closing the business for good, before you leave the premise you need to close your account and finalise any trade waste agreement.

To do this you will need to:

  • provide us with a final meter reading
  • let us know the date you are leaving the premise
  • if you have one, have your grease trap emptied for the new tenant or owner;

Let us know that you wish to finalise any trade waste account that may exist for your business.

You can send these details via email or call us on 131 691.

Residential customers moving in

If you have moved into our service area for the first time, welcome! A water account is created in your name for the property you moved into. If you’re an existing customer moving to a different property in our service area, your service address will be updated on your existing account.

Please note:

  • When a new residential account is created, tenants and owner-occupiers will receive their bills via email (see eBilling Terms and Conditions).
  • If you are a concession card holder, you may be eligible to apply for a concession on your water bill, however, you will need to authorise this yourself, it can’t be applied on your behalf by a third party such as a landlord or estate agent. Visit our Apply for a concession page for more information.
  • Other than usage charges, property owners are still responsible for all other charges for the property, which could include:
    • water network charge
    • sewerage network charge
    • annual park charge
    • waterways and drainage charges
    • fire service charges (if applicable).

I’m a tenant

Good news, as a tenant moving into a property, you’re not required to do anything. If you are moving into a newly leased property (residential or business), it is the responsibility of your landlord, real estate agent or other authorised agent to set-up a new account for you under the Water Act 1989.

I’m a property owner/occupier

If you have purchased a new property in our service area, congratulations! As a result of the Notice of Acquisition documentation we receive from your solicitor/conveyancer, your account will automatically be opened (for new customers) or modified (for existing customers). You’re not required to do anything.

I’m a property owner/landlord

If you are the property owner and landlord moving new tenants in, complete the Change of tenancy form. Choose:

  1. I want to Move in
  2. I am an Owner
  3. Tick I am the owner of the property providing tenants details
  4. Follow the prompts

Please note:

As the property owner moving new tenants into the property you still have bill obligations for the properties network and other authorities’ charges. Please ensure you update your preferred bill delivery (via email or post) to continue to receive future bills for the property. Eligible residential customers can update their preferred bill delivery in the following ways:

Then, you can move in your new tenants. Under the Water Act 1989 landlords, real estate agents or other authorised agents are responsible for creating new accounts for tenants so, you will need to complete a Change of tenancy form.

Please inform us of your move out date a maximum of 30 Days in advance and at least a minimum of 2 days before your move out date. This ensures we arrange for a final water meter read on the day you exit to ensure you are not charged for any water usage after you have left the property.

Please note:

  • Meters are read Monday to Friday between 7am and 5pm. Please allow enough time for us to visit the property to conduct a meter read.
  • If you are moving to a different property in our service area, and you have a Concession applied on your account, this concession won’t carry over to your new address. You will need to apply the concession again on your new account.
  • If your tenants are a concession card holder, they may be eligible to apply for a concession on their water bill, however, they will need to authorise this themselves. Inform your tenants to visit our Apply for a concession page for more information.

I’m an estate agent/ property manager

Under the Water Act 1989 landlords, real estate agents or other authorised agents are responsible for letting us know that a new tenant is moving in.

You can move in your new tenants by completing a Change of Tenancy form.
Choose:

  • I want to ‘Move in
  • I am a ‘Real Estate Agent
  • Tick – ‘I am the owner’s authorised agent. I am providing the tenant details on the owner’s behalf in accordance with the Water Act 1989.
  • Follow the form prompts

Please note:

If the tenant is a concession card holder, they may be eligible to apply for a concession on their water bill, however, they will need to authorise this themselves. Inform your tenants to apply using our Apply for a concession page.

  • Water meters are read Monday to Friday between 7am until 5pm. Please allow enough time for us to visit the property to conduct a meter read to ensure the bill is accurate.
  • The move in date can't be in the past as per section 273A of the Water Act 1989.
  • If the water meter is accessible to us, we will be able to provide an accurate bill.

Residential customers moving out

When you ‘move out’ of a property in our service area, you need to advise us of your exit date so we can take a final read of your meter as soon as is practicable to calculate your final bill. You will receive your final bill approximately 10 days after the final meter read is taken, which can be paid via the Pay now page.

Please note:

  • Please inform us of your move out date a maximum of 30 days in advance and at least a minimum of 2 days before your move out date.
  • Water meters are read Monday to Friday between 7am and 5pm. Please allow enough time for us to visit the property to conduct a final meter read.
  • If you have registered a concession card with your account and you are moving to a different property in our service area, your concession doesn’t automatically carry over. Once you move you will need to apply the concession to your new property via the Apply for a concession page.

I’m a tenant

Before moving out of a rental property (residential or business), as a tenant, you must close your own account.

Please inform us of your move out date a maximum of 30 Days in advance and at least a minimum of 2 days before your move out date. This ensures we arrange for a final water meter read on the day you exit to ensure you are not charged for any water usage after you have left the property.

To close your account, complete a Change of tenancy form. Choose:

  • I want to ‘Move out
  • I am a ‘Tenant
  • Tick – ‘I am the tenant of the property providing my details
  • Follow the form prompts

Please note:

  • Meters are read Monday to Friday between 7am and 5pm. Please allow enough time for us to visit the property to conduct a meter read.
  • If you have registered a concession card with us, this does not automatically renew upon your re-location (if you’re moving to a new property in our service area). To apply a concession in your new property visit our Apply for a concession page.
 

I’m a property owner occupier who sold my property

If you have sold your property, congratulations! The Notice of Sale documents from your buyer will be submitted to us by their conveyancer. When we receive this information, your account will be closed as theirs is created.

Please ensure you update your preferred bill delivery (via email or post) to receive your final bill. Eligible residential customers can update their preferred bill delivery in the following ways:

I’m a property owner/occupier moving out and want to move tenants in as the landlord

As the property owner moving new tenants into the property you still have bill obligations for the properties network and other authorities’ charges. Please ensure you update your preferred bill delivery (via email or post) to continue to receive future bills for the property. Eligible residential customers can update their preferred bill delivery in the following ways:

Then, you can move in your new tenants. Under the Water Act 1989 landlords, real estate agents or other authorised agents are responsible for creating new accounts for tenants so, you will need to complete a Change of tenancy form. Choose:

  • I want to ‘Move in
  • I am a ‘Owner
  • Tick – ‘I am the owner of the property providing the tenant’s details
  • Follow the form prompts

Please inform us of your move out date a maximum of 30 Days in advance and at least a minimum of 2 days before your move out date. This ensures we arrange for a final water meter read on the day you exit to ensure you are not charged for any water usage after you have left the property.

Please note:

  • Meters are read Monday to Friday between 7am and 5pm. Please allow enough time for us to visit the property to conduct a meter read.
  • If you are moving to a different property in our service area, and you have a Concession applied on your account, this concession won’t carry over to your new address. You will need to apply the concession again on your new account.
  • If your tenants are a concession card holder, they may be eligible to apply for a concession on their water bill, however, they will need to authorise this themselves. Inform your tenants to apply using our Apply for a concession page.

I’m a property owner/occupier moving out and an estate agent/authorised agent is handling the leasing of my property

As the property owner moving new tenants into the property you still have bill obligations for the properties network and other authorities’ charges. Please ensure you update your preferred bill delivery (via email or post) to continue to receive future bills for the property. Eligible residential customers can update their preferred bill delivery in the following ways:

Your authorised agent will need written approval form you to be your property representative so ensure you supply that to them. Under the Water Act 1989 landlords, real estate agents or other authorised agents are responsible for creating new accounts for tenants so, the agent or authorised person you engage to manage your property will be responsible for creating the new tenants water account.

Please note:

  • If you are moving to a different property in our service area, and you have a Concession applied on your account, this concession won’t carry over to your new address. To apply a concession in your new property visit our Apply for a concession page.

Ready to let us know?

Now that you have all the relevant information about moving in or out of our service area, please complete a change of tenancy form.

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