Property Management Services

PROPERTY MANAGEMENT CUSTOMER SERVICE STANDARDS FOR LANDLORDS

Communication

  • The Property Management Department will be open to receive calls during the hours of: 8.30a.m. - 5p.m. Monday to Friday excluding public holidays and from 8:30am to 12 noon on Saturdays.
  • We guarantee to respond to all communication within the following time frames:
    • telephone messages: within one business day
    • e-mail: within one business day
    • facsimile transmissions: within one business day
    • mail: within three business days
  • While your property is available to lease, we guarantee to:
    • communicate with you no less than once per week
    • provide all copies of advertisements placed for your property upon request.

Complaints

  • We will deal with enquiries, concerns or complaints you may have about our service promptly and completely.
  • If you feel that an issue is not properly resolved, you may make immediate contact with the Customer Service Manager who will use their best endeavours to resolve the issue.
  • In the unlikely event of the issue still not being resolved to your satisfaction, you may refer the matter to the Company's Principal for review.

Documentation

  • We guarantee to provide all documentation in plain English minimising the use of confusing technical terms and industry jargon.
  • All documentation to be presented to you will be checked for accuracy prior to being offered to you for signing

Periodic Inspections

  • We guarantee to inspect your property on a quarterly basis and to forward to you a detailed report (unless otherwise instructed by you).

Personal Information

  • We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.
  • We will not provide your personal information to any other organisation for marketing purposes.
  • We will, with your help, keep your personal information accurate, complete and up to date. We guarantee to correct any error that you bring to our attention.

Professional Standards

  • We guarantee you the highest standards of honesty, integrity and professional practice by conducting all our business dealings with you in full compliance with the Code of Ethics and Rules of Practice of the Real Estate Institute of Western Australia.

Rent Arrears

  • We guarantee to follow up all rent payments in accordance with:
    • our advertised 'Zero Tolerance' process (3 day phone call, 4th day Termination) and
    • the requirements of the relevant legislation.

Rent Monies

  • We guarantee to bank all monies received by us into your nominated bank account, within 2 days of the last working day of each calendar month.

Repairs and Maintenance

  • We guarantee to attend to all routine repair requests within 48 hours and all urgent repairs within one business day. An "urgent repair" is any repair that if not carried out may cause further damage to the property or endanger the safety/health of your tenant.
  • We make it economical for you to deal with us by guaranteeing that we will take all reasonable steps to obtain the best pricing option for repairs and maintenance.
  • We will contact you for authority to carry out repairs unless otherwise specified on the "Managing Authority" document or in the case of an emergency, when we will contact you as soon as possible.

Tenant Selection

  • We guarantee to verify all information provided to us by prospective tenants and to carry out a search of the National Tenancy Database (NTD) and Tenancy Information Centre of Australia (TICA)