Our Commitment to You

Personal Attention

• We will give you a primary point of contact, your Property Manager, who will have full knowledge of all matters relating to your property.

• That Property Manager will have support from other team members whenever necessary, specifically with some of the specialist or delegated functions in the overall property management task.

Communication

• Our office hours are 8.30am – 5.00pm Monday to Friday. If your Property Manager is unavailable in business hours and you leave a message, we will respond within 4 business hours.
• We will respond to:
  • phone messages within 4 business hours
  • email within 1 business day
  • fax within 1 business day
  • mail within 2 business days
• We will promptly advise you of any pertinent matters affecting your property or the tenancy.
• If the need arises, a team member will be available to clients by phone after hours, 7 days a week (eg during an emergency).

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.
• Copies of all leases that we sign on your behalf as agent will be forwarded to you (unless you instruct otherwise).

Rent Collection 

• We have a zero tolerance rent arrears policy.
• We will pursue rent arrears with the maximum speed and pressure the law allows.
• Should your tenant get to 11 days in 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 within 1 working day of rent arrears having been paid by the tenant.

Owners’ Funds

• We will deposit all funds due to you at the end of each month into your nominated bank account within two business days of our monthly close off.
• We can provide you with 2 monthly rent payments (mid and end of month) if required.

Property Outgoings

• All agreed property outgoings will be paid on your behalf prior to the due date (subject to the availability of funds).

Leasing

• We will erect a ‘For Lease’ sign on your property within 2 working days of listing (if signs are permitted).
• We will place a listing for your property on all the real estate websites that we subscribe to and each listing will include at least 3 photographic images of the property.
• Your property will be accurately described and advertised in the newspapers (as mutually agreed between us).
• We will conduct an unlimited number of private viewings of your property and at least 1 ‘Open for Inspection’ 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).
• Your Property Manager will communicate with you at least twice each week during any period that we are seeking a new tenant.
• All information and references provided by tenancy applicants will be verified by us within 1 working day of receipt.
• All tenancy applicants will be screened on the national tenancy databases that we subscribe to.
• 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 working days of tenancy approval.

Inspections

• We will thoroughly inspect and document the condition of your property at the beginning and end of each tenancy.
• We will carry out at least 2 periodic inspections of your property each year and provide with a detailed report each time.

Repairs and Maintenance

• We will not carry out any maintenance on your property without your knowledge and consent, unless the repair is legally defined as urgent, or the cost falls below any expenditure limit you have determined.
• We will attend to any “urgent” repair requests within 4 hours of receipt.
• All non urgent repair requests from tenants will be attended to within 2 working days 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.
• We will provide you with a copy of invoices for all work arranged on your behalf for the property.

Tenancy Agreement Renewals

• We will review the tenancy agreement for your property 75 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 a higher rent if the market justifies it).
• You will be advised if the tenant does not want to renew their tenancy agreement.

Vacating

• On receipt of vacating notice, we will:
  • advise you by email or phone
  • confirm the details in writing to both you and the tenant
  • review the market rent for your property
  • list the property on our website within 2 working days
  • prepare all necessary vacating documentation
  • arrange access for viewings by prospective tenants.
• After the tenant vacates the property:
  • process the tenant’s rental bond refund within 4 working days if no deductions are required
  • 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 rental bond within a further 2 working days of work being complete.

Privacy

• 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 will be recorded in our system within 1 working 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 Queensland.