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Our Service Standards

MARKETING YOUR PROPERTY FOR LEASE

  • We will place a listing for your property on all the real estate websites that we subscribe to and each listing will include photographic images of the property.
  • Your property will be accurately described and advertised
  • We will conduct an unlimited number of private viewings of your property 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).
  • We will update you on the status of your available property at least each week.

LEASING YOUR PROPERTY

  • 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.

RENT COLLECTION

  • We have a zero tolerance rent arrears policy.
  • We follow up all rent payments in accordance with
    • our company arrears process, and
    • the requirement of the relevant legislation.

RENT MONIES

  • All monies received by us will be banked into your nominated bank account.
  • We will provide you with 2 monthly rent payments (15th and 30th).

REPAIRS AND MAINTENANCE

  • All non urgent repair requests from tenants will be attended within 2 working days of receipt.
  • We will arrange repairs to your property up to the agreed spending limit and if repairs will be over the agreed spending limit we will contact you for approval.
  • We will attend to any "urgent" repair requests within 4 hours of receipt.
  • All reasonable steps will be taken to obtain the best pricing for your repairs and maintenance.
  • 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 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.

PERIODIC INSPECTIONS

  • We will carry out quarterly inspections of your property each year and provide you with a detailed report each time.

TENANT VACATING

  • On receipt of a tenant vacating notice we will:
    • advise you either by phone, letter or email
    • confirm the details in writing to both you and the tenant
    • list the property on our prescribed websites and commence advertising promptly
    • prepare all necessary vacating documentation
    • arrange access for viewings by prospective tenants
  • A pre-vacating inspection will be carried out to check for any potential problems with the property.
  • After the tenant vacates the property:
    • process the tenant's rental bond refund promptly
    • 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

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 statement will be sent to you within 2 working days of our monthly close off date.
  • Your statement will be personally checked by your Property Manager prior to being forwarded to you.
  • We will provide you with an accurate Annual Income and Expenditure Statement within 30 days of the end of the Financial Year.

GENERAL COMMUNICATION

  • Our office hours are 8:30am to 5:00pm (Monday - Friday) and 9:00am - 3:00pm (Saturday).
  • We will promptly advise you of any pertinent matters affecting your property or the tenancy.

COMPLAINTS HANDLING

  • Tenant complaints received in writing will be promptly attended too as soon as reasonably practical.

DOCUMENTATION

  • We will provide all documentation in English.
  • We will ensure that all documentation is accurate and complete.
  • All property condition reports will be comprehensively and accurately completed.
  • Copies of all documents that we sign on your behalf as agent will be forwarded to you (unless you instruct otherwise).

PERSONAL INFORMATION

  • 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.

PROFESSIONAL STANDARDS

  • We are committed to standards of honesty, integrity and professional practice in compliance with the Code of Conduct of the Real Estate Institute of New Zealand.

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