Property Management
Real Property Real people – real service – real results Offering a level of professionalism and marketplace knowledge that is simply unparalleled in Port Macquarie and its surrounding area, Real Property, incorporating Hills Rental, has brought transparency, reliability and trust into the real estate space since opening its doors in 1996. It’s no coincidence therefore that our hand-picked team of accomplished real estate professionals has attracted a loyal client following and prompted other real estate agents in the area to sit up and take notice.
So what’s the Real Property difference? At Real Property we pride ourselves on offering a standard of customer service that not only meets but regularly exceeds client expectations. This, together with a passion for what we do, a wealth of knowledge about our local area, effective property management marketing techniques and a positive community presence has ensured our reputation for providing the very best property management service throughout our region. We achieve this outcome by: •
Ensuring our skilled and accredited property managers are always up-to-date with the latest legislation
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Offering a superior level of personalised customer service to owners and tenants alike
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Utilising dispute negotiation and property management methods that ensure positive outcomes
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Using innovative methods to market your property and attract the right tenant
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Combining the latest technology with our thorough knowledge of residential leasing to protect your investment
From selecting a tenant through to complete management to protect your investment, you can feel at ease knowing you are in the hands of Port Macquarie’s leading property management agency. At Real Property, we are proud members of the Leading Property Managers of Australia, an organisation committed to the ongoing training and development of property managers. As part of our affiliation with this group we regularly attend training and round table discussions with other leading property management personnel to discuss the future of the industry and how we can do things better. We are also proud to be affiliated with our local government initiative to be leaders in customer care. As part of this initiative we take part in regular training with other local businesses and are regularly assessed on our day-to-day customer service practices. We have chosen to take part in this initiative because we genuinely care about our customers and the outcomes we achieve for them.
Our Area It’s easy to see why so many prospective tenants are drawn to the Port Macquarie area — beautiful beaches, fantastic restaurants and cafes, great shopping, incredible climate, a central location and a wonderful laid back lifestyle. Real Property lists a wide variety of properties from affordable apartments to fashionable townhouses and luxury family homes.
Letting Procedures By thoroughly reviewing every tenant, including careful assessment of all reference and credit checks, Real Property makes it a point to find the best possible match for each property listed. Furthermore, access to the Leading Property Managers of Australia network gives the team the additional support and professional development needed to stay ahead of industry developments and market trends. •Prospective tenants inspections Our Property Managers fully appreciate the importance of security when it comes to letting a property on your behalf. With this in mind we have implemented a safer approach by ensuring that properties are shown only by appointment or open-forinspection. The result is less risk to your property and greater opportunity to meet and qualify all prospective tenants as they are escorted through. •Website advertising All properties are featured on four leading real estate websiteswww.real-property.com.au www.realestate.com.au www.domain.com.au These websites and our rental lists are updated daily and include photos to further enhance the marketing of your property. For a small additional cost, advertising on realestate.com can be upgraded to priority listing, meaning your property remains at the top of the list in the search results and includes more prominent advertising. We also periodically hold a guaranteed top spot, which means one of our properties features at the top of the Port Macquarie search results page from time to time. •Daily rental list Handed out daily from our office, the guide contains fundamental details and a description of all available properties for lease. •Relocation companies and major corporations Our rental list and colour email brochures are issued weekly to our comprehensive list of relocation companies, local professionals and major corporations. •Daily phone, email and in-person office enquiries Prospective tenants are familiar with Real Property’s reputation for managing a diverse range of properties, ensuring a continually high level of enquiry. •For Lease boards Displayed at the front of the property where possible, and seen by passers-by 24 hours a day, our For Lease board informs prospective tenants that your property is available.
Rental appraisal Real Property is best placed to advise you on the correct amount of rent that should be charged for your property. This knowledge is based on our experience with other similar properties rented in the area. By selecting an appropriate rental amount from the start you have the best possible chance of achieving a lengthy and continuous tenancy and this results in a better long-term financial return on your hard earned investment.
Selecting your tenants Selecting the right tenant for your property is as important to us as it is to you. That’s why we take extra care to make the following detailed checks before we give you our recommendation: •Employment history Both current and previous employment details of the prospective tenants are checked. •Rental credit history Using two National Tenancy Databases only available to real estate agents, we check the tenancy and rental credit history of every applicant. These databases represent the leading authority on tenancy information in Australia. Their role is to provide historical tenancy information on individuals and companies who lease residential property. •Personal inspections Before we make any recommendations to you we meet with the prospective tenant to gauge their suitability. •Rental history Previous agents are contacted to ensure that the applicants are suitable and have met all obligations under previous lease agreements. Finally, it is our policy not to accept a tenant until approval and confirmation has been sought from you as the landlord.
Managing the bond monies The Residential Tenancies Act 1989 states that all bonds must be forwarded to the Residential Tenancies Bond Board where they are held in trust for the tenant until termination of the tenancy. In accordance with the legislation, we require four weeks rent as bond for all properties. For fully furnished properties we require six weeks rent as bond.
Lease agreement We prepare the Lease Agreement in accordance with current legislation and include a standard set of special conditions. In addition, you may require some additional clauses inserted that cover things like pool and garden maintenance or other special requirements applicable to owners who are letting out their principal place of residence. These would be negotiated with the prospective tenant at the time of signing the Agreement.
Condition report We complete a detailed Condition Report that clearly states the condition of your property at the commencement of the tenancy. Forming part of the Lease Agreement, the tenant is required to agree to or amend this report, in writing, within seven working days from commencement of the Agreement. The final Condition Report then becomes the agreed state of the premises at the beginning of the tenancy. An important document, the Condition Report is used as evidence at the end of the tenancy in that it helps to determine whether or not the tenant is entitled to receive their bond back (taking normal wear and tear into account). At Real Property, we use a software package that allows us to complete condition reports on sophisticated hand-held computers, enabling us to document extremely high levels of detail. In addition, we take detailed photos at the commencement of the tenancy, which are signed off by the tenant and form part of the Condition Report.
Management Rental payments To make it as easy as possible for our tenants to pay their rent and avoid being in arrears, we provide the following payment options: •
Direct debit, meaning we take the funds from the tenant’s nominated account
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In person at our office during business hours, by cheque or money order
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By credit card, either direct debited or paid over the phone
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Direct payment into our trust account via bank automated direct debit, direct credit or telephone banking.
Payments • Payments to landlords Rental funds are promptly paid directly into your nominated bank account. Statements and invoices can either be posted or emailed to you via our electronic accounting system, our paperless and faster alternative. •Outgoings We offer an additional service to manage and pay all outgoings from the Rental Income account in relation to the property, such as rates (council and water), body corporate fees, insurance, all independent accounts and any other nominated invoices. •GST This is calculated and deducted in accordance with current legislation.
Arrears At Real Property we have a ZERO tolerance to rental arrears and understand that the sooner arrears are identified and actively managed, the more satisfactorily and promptly the situation can be resolved. We monitor arrears on a daily basis and should rental payments fall into arrears, we: •
Give tenants regular reminder calls, SMS messages, door knocks and emails
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Send arrears notices on the 5th and 10th day
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Issue a Notice to Vacate if rent remains in arrears after 14 days.
Of course, we will keep you informed every step of the way.
Rent reviews and lease renewals Rents are reviewed regularly and we will always endeavour to discuss current market trends and your particular circumstances with you, bearing in mind that it is sometimes better to retain a good tenant on an existing rent than incur a potential financial loss caused by a changeover. Naturally, we always welcome a call from you to discuss your rental position and the market trends at the time.
Routine inspections In order to actively manage and protect your investment, it is important to ensure that your property is being maintained in good order. Therefore we conduct routine inspections after the first three months of a tenancy and then 6 monthly, or by arrangement, from then on. A written report, complete with digital photographs, will be provided to you following each routine inspection. At the same time, your property manager will make recommendations to you regarding maintenance, refurbishment and rent review. In addition, we welcome owner inspections.
Maintenance Urgent repairs need to be carried out immediately. We also arrange general maintenance on your behalf, within the limit of expenditure you specify. In both cases, all work is carried out by professional tradespeople who are fully licensed, fully insured and offer competitive prices for fully guaranteed work. Looking after maintenance issues on your behalf is just another way we provide superior service in the management of your investment.
Insurance It is imperative that your investment property be fully insured. We can provide you with the necessary information to assist you with both your mandatory and optional insurance needs: •
Public liability ($10-20 million internally and externally)
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External building
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Internal contents - fixtures and fittings, for example, window furnishings, light fittings, paint and floor coverings (landlord’s contents insurance)
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Loss of rental income, malicious and accidental damage caused by the tenant.
Consumer, Trader and Tenancy Tribunal There are of course times when residential leasing does not go so smoothly. Disputes can occur with tenants, rental payments can fall into arrears or other issues may arise. Should this occur, you need a property manager who is fully conversant with the Residential Tenancies Act and can provide you with all the appropriate advice and guidance you need. The Consumer, Trader and Tenancy Tribunal (CTTT) was established in NSW to resolve disputes between tenants and landlords in the most timely and effective manner possible. Our property managers are skilled in the art of negotiation, problem solving and mediation. By striving to resolve disputes directly with the parties involved, we often avoid the case escalating and needing to be heard at the CTTT. Where a Tribunal hearing cannot be avoided, we provide professional advice and prepare all documentation and applications required. Our property managers are fully trained in how to present your case to the Tribunal and possess the skills and knowledge to offer you professional representation at the CTTT should the need arise.
Real Property service standards & guarantee So you know what you can expect from us, we’ve put our service commitment to you in writing. Personal attention We offer you one point of contact - your property manager. This person has full knowledge of all matters relating to your property.
Communication We are available to you 7 days a week (either by phone or email). If your personal property manager is unavailable at any time during business hours and you leave a message, it will be returned by the close of business on the same day, while email messages will be returned within one business day.
Letting Your personal property manager will communicate with you at least twice a week while your property is available for lease (unless you instruct them otherwise).
Paperwork We will not make any mistakes in the preparation of documents used in the management of your property.
Maintenance We will not carry out any maintenance to your property without your knowledge and prior consent (unless the repair is legally defined as being urgent).
Rent collection We will use the most efficient systems available for rent collection and in the event that your tenant ever fails to pay the rent on time, we will pursue the rental arrears with the maximum speed allowable by law.
Rent monies We will deposit your rent monies into your nominated bank account within two working days of our monthly close off date.
Property outgoings All agreed property outgoings will be paid on your behalf prior to the due date (subject to availability of funds).
Privacy All personal information will be held in the strictest confidence and will not be released to a third party without authorisation.
Professional standards The highest standards of honesty, integrity and professional practice will be maintained in compliance with the Real Estate Institute of Australia’s Code of Conduct.
Guarantee Should we fail to meet any of these standards, and we are notified in writing and do not rectify the matter within 2 business days, we will manage your property for 3 months free of any management fee.
Presenting your property for lease Over the years, we have managed to identify some simple ways to present your rental property in a way that will appeal to prospective tenants. We also know that tenants are more likely to care for a property if the landlord has gone to the trouble of presenting it to them in a clean and tidy manner. Some handy presentation hints: •
Mow and edge lawns, weed the garden
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Remove any rubbish
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Clean walls, floors and windows
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Steam clean the carpets
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Clean bench tops and inside cupboards and drawers
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Ensure curtains and blinds are in working order
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Dust and remove cobwebs
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Repair items such as dripping taps, sticking doors and drawers
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Ensure all light bulbs are in working order and replace smoke detector batteries
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No unnecessary items should be left in the property
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Clean the oven and cook-top
Spending substantial sums of money is not really necessary. A clean property where everything is in working order is all that is required.
In conclusion ‌ Our business was founded on the premise of developing a mutually beneficial, long-term relationship with our clients. We trust you have found the information in this presentation helpful in your assessment of the services we offer our property management clients. In short, we believe there are six key reasons why you should select Real Property to manage the leasing of your home or investment property: 1. 2. 3. 4. 5. 6.
Commitment to our clients Professional, highly skilled personnel Creative and extensive marketing strategies The coverage offered due to our strong membership network Extensive client base and links with large professional companies Strong local knowledge and personal, hands on service.
We look forward to acting on your behalf.
Jason Partridge Licensee in Charge | Director
Jason Partridge Veronica Coope Veronica Coope Licensee in Charge | Director
Licensee in Charge | Director Phone: 0407 009 226 Email: enquires@real-property.com 114 William Street Port Macquarie NSW 2444 Office: Facsimile:
02 6584 1154 02 6583 6202
DISCLAIMER: This appraisal has been prepared solely for the information of the client and not for a third party. Although every care has been taken in arriving at the figures, we stress they are an opinion only and not to be taken as a sworn valuation. We must add the warning that we shall not be responsible should the appraisal or any part thereof be incomplete in any way.