Our Service Guarantee

We commit to you in writing that we will perform the following duties when managing your property. 

Marketing your property for rent 

- 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. 
- During normal business hours, we will conduct an unlimited number of private viewings of your property and at least one 'Open for Inspection' each week until the property is rented (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 at least twice each week until such time as the property is tenanted. 

Leasing Your Property

- All information and references provided by tenancy applicants will be verified by us. 
- 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 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 as well as compliance documentation being done, we will prepare the tenancy documentation within two working days of tenancy approval. 

Rent Collection

- We have a zero tolerance rent arrears policy. 
- We will follow up all rent payments in accordance with: 
     -    our fully documented arrears process, and
     -    the requirements of the relevant legislation
- Should your tenant get to 10 days in arrears, we will contact you to seek your instructions regarding possible application to the tenancy tribunal. 
- 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 on the 1st working day of every month. 
- We can provide you with two monthly rent payments on the 1st & 15th (or next working day) of each month if required.

Repairs and Maintenance

- All non urgent repair requests from tenants will be responded to within 2 working days of receipt. 
- We will not arrange any repairs to your property without your knowledge and approval (unless the repair is defined as "urgent" under the Residential Tenancies Act), or you have authorised us to act otherwise.
- We will attend to any "urgent" repair requests within 4 hours of receipt. 
- 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 between 28 and 90 days prior to its expiry. 
- Unless you instruct otherwise, we will roll the tenancy over to a periodic tenancy at the expiry of it's fixed term. 
- You will be advised if the tenant does not want to renew their tenancy agreement. 

Periodic Inspections

- We will carry out at least 4 periodic inspection of your property each year and provide you with a detailed report each time, (unless otherwise agreed). 

Tenants Vacating

On receipt of a tenant vacating notice, we will:
-    advise you by phone or email
-    confirm the details in writing to both you and the tenant
-    list the property on our website & put the agreed advertising plan into effect
-    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 four working days (where final amounts are already established)
-    if deductions from the rental bond are considered necessary, full details will be provided to both you and the tenant

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 two working days of our monthly close off date. 
- We will provide you with an annual Income and Expenditure Statement within 5 days of the end of the financial year. 

General communication 

- We will respond to (on working days) all phone, sms and email communication within 24 hours.
- We will promptly advise you of any pertinent matters affecting your property or the tenancy. 

Complaints Handling

- All complaints will be formally recorded and responded to within two working 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 accordance with the Privacy Act. 
- All updates and corrections advised to us will be recorded in our system. 

Professional Standards

- The highest standards of honesty, integrity and professional practice will be conducted.

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 for 3 months - management fee free.

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.