Our Customer Service Guarantee

Our Property Management Services are second to none. This is our promise to you.

 

We understand your investment property is as individual as you and that’s why we guarantee the personalised service that you deserve. There are many aspects to managing your home and we promise to provide transparency throughout all our business processes.

Outlined below are our Guarantees to you. 

 

Marketing Your Property ‘For Lease’

  • A rental appraisal will be carried out to ensure the home is advertised within current market value. This will ensure the shortest vacancy time possible and in turn will maximise your rental income.
  • Prior to advertising we will tailor a marketing plan best suited for your property. 
  • We take the time to explain and discuss the rental appraisal and marketing plan with you. We will keep you well informed every step of the way.
  • We will conduct the necessary number of viewings (both pre-booked and private) for your property until suitable tenants have been secured.
  • Prospective tenant enquiries will be contacted within one business day.

 

Application Process & Leasing Your Property

  • We will notify you within one business day upon receipt of all tenancy applications.
  • Tenancy Applications will be thoroughly assessed, and all information and references will be verified by us within two working days of receipt. Provided the applicant has provided all required information and supporting documents, the average turn around is one business day from receipt.
  • All tenancy applicants will be screened via the National Tenancy Database.
  • We will call you to discuss each application in detail, followed with an email summary.
  • Approved applicants will be required to complete the Tenancy Documents within one business day of acceptance.
  • Once finalised, a copy of the executed Lease Agreement will be emailed to you for your reference.

 

Rental Arrears

  • We have a zero-tolerance policy for rental arrears.
  • We will notify you and contact the tenants immediately in relation to overdue rent payments and will issue all required notices to tenants in accordance with the Residential Tenancies Act 1987.
  • Should termination of the tenancy be necessary, we will keep you well informed throughout the legal process.

 

Routine Inspections

  • Unless otherwise instructed, we will carry out four periodic routine inspections of your property during each 12 month period.
  • All required notices will be issued to your tenants within the required time frame.
  • A detailed routine inspection report with photos of each area of your home, will be emailed to you for your reference. The report will include any maintenance required and/or recommended improvements.

 

Repairs and Maintenance

  • All repairs and maintenance requests from tenants will be processed within two working days of receipt.
  • You will be notified of all urgent repairs immediately and steps will be taken to ensure repairs are carried out as soon as practicable.
  • All reasonable steps will be taken to obtain the best pricing for repairs and maintenance.
  • Copies of all invoices paid on your behalf will be attached to your end of month statement.

 

 Lease Renewals

  • We will contact your tenant approximately 60 days prior to the expiry of the tenancy agreement regarding their intentions to renew the lease.
  • rental appraisal will be carried out to ensure the rental amount is within current market value and we will provide you with our recommendation, should a change in the weekly rental amount be warranted.
  • We will contact you to seek your instructions regarding renewing the lease agreement, once the tenants intentions have been confirmed or 30 days prior to the expiry.
  • Once the relevant documentation has been finalised, a copy will be emailed to you for your reference.
  • Should the tenant notify us of their intentions to vacate the property at the end of the tenancy agreement, we will contact you immediately to discuss the next steps.

 

Vacating Tenant

  • We will keep you informed throughout the vacating and re-advertising process.
  • We will notify you within one business day, should your tenant provide notice of vacating your property.
  • Once we have sort instructions from you, we will commence the agreed marketing plan within one business day.
  • Arrange viewings (both pre-booked & private) for prospective tenants and provide feedback to you.
  • We will prepare all necessary vacating documentation for the tenants.
  • The Final Bond Inspection will be conducted within the required time frame and you will be advised of full details regarding any concerns and/or deductions from the tenants bond.
  • We will finalise the vacating tenants bond in a timely manner.

 

Property Disbursements, Rental Funds and End of Month

  • All agreed property disbursements will be paid on your behalf prior to the due date.
  • All rental funds received from the tenant will be receipted and held in our trust account.
  • Disbursement of your owner funds (rental income) will be banked into your nominated bank account on the last business day of each month.
  • At the time of each disbursement you will receive an emailed Statement showing income and expenditure as well as a copy of all invoices that were paid on your behalf.
  • We will provide you with an annual Income & Expenditure Statement within 3 working days of the end of each financial year, if you have elected this option.

 

Availability 

  • Our office hours are 9.00am to 5.00pm Monday to Friday.
  • We will respond to telephone messages and emails within 1 business day.
  • Our staff are always available for urgent matters relating to your property and/or the tenancy.
  • We guarantee regular communication and prompt assistance.

 

Professional Standard

  • All documentation will be completed accurately and required notices to tenants will be issued promptly and in accordance to the Residential Tenancies Act 1987.
  • All business processes will be conducted in compliance with the Real Estate and Business Agents ‘Code of Conduct’.
  • We are an experience team, dedicated to providing you with a stress-free experience. Let us take the stress out of managing your investment property!

 

For further information please contact Stacey Palfrey on 08 9288 1877 or email stacey@hartfieldrealty.com.au so we can have an obligation free discussion regarding your requirements.

Alternatively, Click Here to send us an enquiry regarding your investment property.