TERMS AND CONDITIONS
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ACCEPTANCE OF TERMS AND CONDITIONS
Pontem Housing Pty Ltd (“Pontem”) provides temporary residential accommodation in appropriately furnished and equipped houses, villas and townhouses (“House” or “Houses”), with utilities connected and flexible lengths of stay available. All Houses are provided solely for quiet residential purposes.
A Responsible Organisation (“RO”) may identify the need for temporary accommodation. A RO may include a Government Department, insurer, support organisation, corporation or individual.
The RO must appoint a Responsible Person (“RP”), such as a Case Worker, Support Worker, Insurance Case Manager or similar representative, who is authorised to:
• determine that the accommodation offered by Pontem is suitable for the intended placement;
• approve the booking, nightly rate and duration of stay;
• supervise and manage the placement; and
• act as the authorised operational contact on behalf of the RO throughout the booking.
Pontem must be notified immediately if the RO or RP changes during the booking period.
By making a booking with Pontem, whether directly or through a representative or booking agent (“Booker”), the RP and RO acknowledge and agree to these Terms and Conditions, which form the agreement between Pontem and the RO.
PONTEM’S RESPONSIBILITY
Pontem agrees to provide accommodation that is safe, private, reasonably secure, appropriately maintained, furnished, equipped and fit for residential use by the persons authorised by the RP (“Occupants”).
Pontem will:
• ensure utilities are connected at commencement of the booking;
• provide routine property maintenance;
• arrange garden maintenance where applicable;
• provide fortnightly cleaning services where included or agreed; and
• inspect the property prior to occupancy to ensure compliance with applicable health and safety obligations, including maintaining locks and security devices reasonably required for residential security.
Pontem may facilitate reasonable property modifications where required to support placement stability and safety. This may include, but is not limited to:
• installation of additional locks;
• replacement of damaged locks or hardware;
• installation of internal security doors; and
• other reasonable safety or security-related modifications agreed with the RO.
Pontem works with responsive staff and contractors who understand the nature of supported placements and aims to manage accommodation matters constructively and discreetly where possible.
However, Pontem Housing is an accommodation provider only and is not:
• a 24/7 crisis response service;
• a behavioural intervention service;
• a security provider;
• a support coordination service;
• an emergency maintenance contractor; or
• a damage management business.
While Pontem may assist where reasonably practicable, the RO and RP must not rely upon Pontem Housing staff to manage operational incidents, behavioural escalations, supervision requirements or urgent responses during a placement.
RESPONSIBLE ORGANISATION’S RESPONSIBILITY
The RP, on behalf of the RO, authorises the use of the House by all Occupants and visitors and is responsible for coordinating supervision, management and responses to behaviours, incidents, activities and risks occurring during the booking period.
The RO acknowledges that it is best placed to understand the risks, behaviours and support needs associated with any placement and agrees to proactively manage those risks with the RP throughout the stay.
The RO is responsible for ensuring that appropriate operational supports are maintained during the placement by the RO and its representatives, including the RP, including:
• responsive after-hours contacts;
• active case management;
• escalation pathways and supervision arrangements;
• local emergency and make-safe trades;
• urgent contractor contacts for evenings, weekends and public holidays; and
• operational responses appropriate to the referral information provided to the RP.
Pontem’s Maintenance Manager primarily coordinates routine maintenance and operates limited business hours. The role is not intended to function as an emergency response or crisis attendance service.
The RO acknowledges and agrees that:
• in-house escalations and behavioural incidents remain the responsibility of the RO and RP;
• urgent operational responses during a placement remain the responsibility of the RO and RP;
• support organisations must not treat Pontem Housing as a repair management or emergency response business;
• support organisations are expected to maintain their own list of responsive local tradespeople capable of attending properties urgently where required; and
• urgent repairs or make-safe works may need to be arranged directly by the RO, including through the RP or other representatives, where immediate attendance is required.
This includes maintaining access to appropriate contractors such as:
• locksmiths;
• glaziers;
• electricians;
• plumbers;
• carpenters;
• emergency cleaners; and
• security contractors.
The RO acknowledges that delaying or avoiding urgent make-safe works in expectation that Pontem Housing will coordinate, attend or fund repairs may:
• increase safety risks;
• expose neighbours, occupants or the public to harm;
• worsen property damage;
• increase rectification costs; and
• expose the RO to potential public liability and insurance risks.
The RO remains responsible for ensuring that all incidents requiring urgent attendance or risk mitigation are managed by the RO or RP promptly and proactively.
Any maintenance issues, damages or breakages occurring during the booking must be reported to Pontem as soon as practicable after the event together with:
• photographs;
• a written incident report; and
• details of actions already taken by the RO or RP.
The RO agrees that it is fully liable for all breakage, damage, destruction and/or loss to:
• the building structure (internal and external);
• landscaping;
• fixtures and fittings;
• furniture and appliances;
• security devices; and
• all contents of the House,
whether caused deliberately, accidentally, negligently or through inadequate supervision.
Pontem reserves the right to add a 10% administration and project coordination fee to repair-related invoices to cover repair coordination, administration and contractor management.
DAMAGE TO PROPERTY AND CONTENTS
Urgent Repairs and Make-Safe Works During a Placement
Where damage occurring during the booking creates an immediate safety, security or property risk, the RO must ensure, through the RP or other representatives where applicable, that immediate action is taken to secure and make safe the property.
Examples include, but are not limited to:
• broken windows or glazing;
• compromised doors or locks;
• flooding or water ingress;
• unsafe electrical damage;
• damaged walls or structures creating safety risks;
• fire-related damage;
• compromised security doors or entry points; and
• incidents presenting risk to occupants, neighbours or the public.
Pontem may assist in facilitating urgent repairs where reasonably practicable; however, Pontem Housing is not an emergency repair contractor and cannot guarantee immediate attendance.
ROs and RPs are expected to arrange urgent contractors directly where required, particularly outside standard business hours or where immediate attendance is necessary.
Any reimbursement, insurance recovery or funding arrangement relating to urgent repairs arranged during the booking is strictly between the RO, its insurer and its contractors and is entirely separate from Pontem Housing.
END-OF-BOOKING RECTIFICATION
Pontem will coordinate and manage end-of-booking repairs and restoration works required to return the House to its original condition following departure.
Damages identified after departure will be assessed and documented by Pontem staff. Supporting evidence such as photographs may be provided where available.
Pontem reserves the right to determine the appropriate scope and standard of rectification required to restore the property to its original pre-booking condition.
REPLACING DAMAGED CONTENTS
Where contents are damaged and require replacement, Pontem will issue a separate invoice outlining the damaged items and replacement costs.
Pontem will seek to source replacement items at commercially reasonable market rates.
Pontem reserves the right to invoice replacement items prior to purchase where necessary. Supporting evidence of the intended replacement item may be provided.
Where an item remains functional but has sustained cosmetic or partial damage, Pontem may charge a proportionate amount reflecting the reduction in condition or value.
REPAIR QUOTES AND RESTORATION WORKS
Pontem may obtain one or more written repair quotes from appropriately qualified and licensed tradespeople (“Pontem Quote”).
The quote may include:
• repair works;
• rubbish removal;
• specialist cleaning;
• replacement works; and/or
• restoration services.
If the RO requests alternative quotes, the RO is responsible for obtaining, coordinating and approving those quotes. Any alternative contractor must provide equivalent scope, quality and workmanship to that outlined in the Pontem Quote.
Pontem will provide reasonable access for quoting purposes where practicable.
If the RO selects an alternative contractor, the RO guarantees that the property will be restored to the complete satisfaction of Pontem and to its original pre-booking condition.
If rectification works undertaken by an alternative contractor are incomplete or unsatisfactory, the RO indemnifies Pontem for any additional costs incurred in achieving the required standard.
Should Pontem not receive instructions within 30 days of providing repair documentation or quotes, Pontem reserves the right to proceed with repairs using its nominated contractors.
Nightly accommodation charges continue to apply from departure until:
• repairs are fully completed;
• final inspections have occurred; and
• Pontem confirms the property has been restored to its original condition.
Any delays caused by quote approvals, insurer processes, contractor selection or RO decision-making do not suspend accommodation charges.
EXTERNAL DAMAGE AND DISTURBANCE
Where neighbours or surrounding properties are adversely impacted by the behaviour of an Occupant or visitor, the RO may be directed to immediately remove the Occupants from the House.
All external disturbances, neighbour complaints or external property damage must be reported to Pontem within two hours of the event occurring.
PAYMENT
Invoices are payable by the due date stated on the invoice.
Accommodation charges are payable in advance at all times.
Subsequent invoices are payable within seven days of issue unless otherwise agreed in writing.
EARLY DEPARTURES
Where a stay duration is reduced, three nights’ notice is required.
Failing this, Pontem may charge up to three nights’ accommodation less any notice period provided.
MINIMUM STAY
A minimum seven-night booking applies to all bookings.
EXTENSIONS TO STAY
Pontem will endeavour to accommodate extension requests where availability permits. Earlier requests are more likely to be accommodated.
HOUSE SELECTION
Photographs, descriptions and promotional material are indicative only and may not represent the exact furnishings or layout of a particular House.
Pontem reserves the right to relocate bookings to equivalent or upgraded accommodation where necessary due to unforeseen circumstances.
HOUSE USAGE
Houses are to be used solely for quiet residential purposes.
Parties, functions, excessive noise, disruptive behaviour and unlawful activity are strictly prohibited.
Occupancy must not exceed the number approved on the booking documentation.
Breaches may result in immediate termination of the booking without refund.
NO SMOKING POLICY
All Pontem Houses are strictly non-smoking indoors.
Smoking outside is permitted only where it does not create nuisance or damage.
A minimum deodorising and cleaning charge of $400 applies where smoking occurs inside the House.
Additional cleaning or damage costs may also apply.
FIRE ALARMS
Smoke alarms and fire safety devices must not be tampered with, disabled, covered or interfered with in any way.
The RO is fully liable for any damage, loss or liability arising from interference with fire safety devices.
If a smoke alarm appears defective or activates without apparent cause, Pontem must be notified immediately.
CLEANING
Occupants must leave the property in a neat and reasonably clean condition.
All personal belongings, food and rubbish must be removed at departure.
Additional cleaning charges apply where extraordinary cleaning is required.
INDEMNITY
The RO indemnifies Pontem against:
• all damage, destruction or loss to the House and contents; and
• all claims, liabilities, losses, costs, expenses or actions arising directly or indirectly from the activities, behaviour or conduct of Occupants or visitors during the booking period.
INSURANCE
The RO is responsible for maintaining all appropriate insurance coverage, including cover for:
• deliberate damage;
• malicious damage;
• behavioural incidents; and
• damage caused by Occupants or visitors.
Pontem does not hold insurance covering deliberate or malicious damage caused during placements.
The RO acknowledges that failure to promptly address safety risks, escalations or urgent repairs during a placement may prejudice insurance claims and increase public liability exposure.
LOCKOUTS, KEYS AND GARAGE REMOTES
Where an Occupant is locked out, locksmith charges may apply for re-entry assistance.
Emergency keys must be returned to lockboxes immediately after use.
Lost keys, remotes or access devices will be charged to the RO.
Pontem accepts no responsibility for delays or inconvenience associated with lockouts where emergency keys are unavailable.
PETS
Pets are not permitted unless expressly approved in writing by Pontem.
Approved animals must match the details provided at booking.
The RO remains fully liable for all cleaning, damage and rectification costs arising from animals at the property.
Additional cleaning fees apply to all approved pet stays.
CHECK-IN AND CHECK-OUT
Check-in is from 4:00pm.
Check-out is prior to 11:00am.
Early arrivals and late departures are subject to availability and prior approval.