Marketing Your Property

  • We will place a listing for your property on all the real estate websites listed in our marketing brochure.
  • Each listing will include at least 3 photographic images of the property
  • Your property will be accurately described and advertised as mutually agreed between us
  • We will conduct private viewings of your property with viewing times promoted on the internet each week until the property is leased (subject to access provided to us by any current occupant)
  • All property viewings will be carried out by one of our representatives (we do not give out keys to prospective tenants)
  • We will update you on the status of your available property weekly and provide you with a weekly marketing report until such time as the property is leased

 

Leasing Your Property

  • All information and references provided by applicants will be confirmed/contacted by us within two business days of receipt
  • All tenancy applicants will be screened on a national tenancy database to which we are a member
  • Unless you instruct otherwise, all potentially suitable tenancy applications will be referred to you for a decision.
  • We will lease your property for the rental amount nominated in the Management Agency Agreement between us (or higher if the market justifies it) and the property will not be leased for a lower amount without your prior approval
  • Subject to the tenancy commencement date and the tenant’s availability, we will prepare the tenancy documentation within 2 business days of tenancy approval

EXAMPLE DOCUMENTS:  Application Form   |    Property Condition Report

 

Rent Collection

  • We have a zero tolerance rent arrears policy
  • We will follow up all rent payments on a daily occurrence in accordance with our arrears process and the requirements of the relevant legislation
  • Should your tenant get into arrears, we will contact you to seek your instructions regarding possible termination of the tenancy
  • Should termination of the tenancy be necessary, we will keep you informed throughout the legal process
    You will be advised once the rent arrears have been paid by the tenant

 

Rent Monies
All monies received by us will be banked into your nominated bank account within 2 business days of the last working day of each month

 

Repairs and Maintenance

  • All non urgent repair requests from tenants will be attended to within 2 business days of written receipt
  • We will not arrange any repairs to your property without your knowledge and approval if the repairs are above the maximum spend limit in our authority (unless the repair is defined as “urgent” under the Residential Tenancies Act)
  • We will attend to any “urgent” repair requests within 4 hours of receipt
  • All reasonable steps will be taken to obtain the best pricing for your repairs and maintenance
  • We will only use appropriately licensed and insured tradespeople for any repairs or maintenance work to your property

EXAMPLE DOCUMENT: Maintenance Request

 

Tenancy Agreement Renewals

  • We will review the tenancy agreement for your property 90 days prior to its expiry
  • Unless you instruct otherwise, we will offer the tenant a renewal of tenancy agreement for the same period as the initial agreement at the same rent (or at market rent if justified)
  • You will be advised if the tenant does not want to renew their tenancy agreement

EXAMPLE DOCUMENT: Lease Agreement

 

Routine Inspections
We will carry out at least 4 routine inspections of your property each year and provide you with a detailed report each time.

 

Tenant Vacating

  • On receipt of a tenant vacating notice we will:
    – advise you by your preferred method of contact
    – confirm the details in writing to both you and the tenant
    – list the property on all websites & put the agreed advertising plan into effect a minimum two weeks prior to the vacate date
    – prepare all necessary vacating documentation
    – arrange access for viewings by prospective tenants
  • A final inspection will be carried out to check for any potential problems with the property.
  • After the tenant vacates the property:
    – process the tenant’s rental bond refund within four business days
    – if deductions from the rental bond are considered necessary, full details will be provided to both you and the tenant
    – complete all necessary documentation to finalise the bond

 

Property Disbursements and Statements

  • All agreed property disbursements will be paid on your behalf prior to the due date (subject to the availability of funds
  • Your Rent Statement will be sent to you within 2 business days of our end of month process
  • Your Rent Statement will be personally checked by your Property Manager prior to being forwarded to you
  • We will provide you with an accurate Annual Income and Expenditure Statement within 30 days of the end of the Financial Year (if selected)

 

General Communication
Our Property Managers are busy managing your investments so we ask that if you need to see your property manager, you book an appointment ahead of time. This allows us to give you our undivided attention and not keep you waiting.

Our property management office hours vary from office to office:
Bunbury
8.30am – 5.00pm Monday to Friday

Busselton
8.30am – 5.00pm Monday to Friday
9.00am – 2.00pm Saturday

Dunsborough
8.30am – 5.00pm Monday to Friday
8.30am – 5.00pm Saturday

Cowaramup
8.30am – 5.00pm Monday to Friday

Margaret River
8.30am – 5.00pm Monday to Friday

Augusta
8.30am – 5.00pm Monday to Friday

NOTE: Some offices will be open at other times but a property manager may not be available during these times

 

We will respond to:

  • telephone messages by end of business day
  • email within 24 hours
  • fax within 24 hours
  • mail within 48 hours

We will promptly advise you of any matters affecting your property or the tenancy.

 

Complaints Handling

  • Tenant’s complaints received in writing (i.e. fax, letter, email) will be acknowledged within one business day
  • All complaints will be formally recorded and responded to within two business days

 

Documentation

  • We will provide all documentation in clear and concise English
  • We will ensure that all documentation is accurate and complete
  • All property condition reports will be comprehensively and accurately completed

 

Personal Information

  • All personal information will be held in the strictest confidence and will not be released to a third party without written authorisation
  • All updates and corrections advised to us in writing will be recorded in our system within one business day

 

Professional Standards
The highest standards of honesty, integrity and professional practice will be conducted in compliance with the Code of Conduct of the Real Estate Institute of Australia

 

Our Guarantee To You

  • If we fail to meet any of these standards, and we are notified in writing and we do not rectify the matter within 2 business days, we will manage your property fee free for 3 months
  • This Guarantee does not apply when:
    – We are requested to carry out non-standard duties
    – Matters are outside our control. For example, a natural disaster or accident