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Our Customer Service Guarantee

If we do not meet any of these standards, and we are notified in writing and we do not rectify or have a strategy to resolve the matter within 4 business days, we will provide you with 1 month free management fee*

Professional standards

  • The highest standards of honesty, integrity and professional practice will be conducted in compliance with the Real Estate and Business Agents ‘Code of Conduct’.

General communication

  • Our office hours are 8.30am to 4.30pm Monday to Friday.
  • We will respond to emails within 1 business day.
  • We will respond to telephone messages within 1 business day.
  • We will promptly advise you of any pertinent matters affecting your property or the tenancy.
  • All requests of you will be made in writing
  • All instructions from you will be taken in writing
  • We will always act or make recommendations that are in YOUR best interests

Complaints handling

  • All and any complaints received in writing (i.e. letter or email) will be acknowledged within 1 business day.
  • All telephone complaints shall be followed up with a request for written confirmation.

Documentation and correspondence

  • We will provide all documentation in clear and concise English.
  • We will ensure that all documentation is accurate and complete and complies with the Residential Tenancies Act of the Northern Territory.
  • Copies of all documents that we sign on your behalf as agent will be available to you

Marketing your property ‘For Lease’

  • We will place a listing for your property on the relevant real estate websites and each listing will include a minimum of 8 photographic images of the property
  • We will conduct the necessary number of private viewings of your property until it is leased
  • We will update you on the status of your property on a regular basis
  • We will return all prospective tenant enquiries within 1 business day.

Leasing your property

  • All information and references provided by tenancy applicants will be verified by us within 48 hours of receipt (business days).
  • All tenancy applicants will be screened on the national tenancy databases to which we subscribe
  • 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 authority between us or higher if the market justifies and the property will not be leased for a lower amount without your prior approval.

Rent collection

  • We will follow up all overdue rent payments in accordance with the Residential Tenancies Act as in force June 2015.
  • An RT03 – Notice to Remedy Breach shall be issued upon the tenant reaching 15 days ( earliest allowable under the RTA) in arrears
  • Should termination of the tenancy be necessary, we will seek your instruction and keep you informed throughout the entire process.

Rental funds

  • All monies received by us will be banked into your nominated bank account as per the payment interval option you select on your management authority.
  • A monthly statement accounting for all transactions shall be provided electronically upon processing of the month end payment.

Repairs and maintenance

  • All non-urgent repair written requests from tenants will be processed within two working days of receipt.
  • We will attend to any urgent* repair requests within four business hours of receipt. * Urgent repairs as defined on Consumer Affairs website  
  • All reasonable steps will be taken to obtain the best pricing for your repairs and maintenance.
  • We will hold invoices for all work arranged on your behalf, and can provide you with copies at any time if requested.

Lease renewals

  • We will review the tenancy agreement for your property not less than sixty (60) days prior to its expiry.
  • We will provide a market review of the rental and seek your instruction before the any lease is reoffered to the tenant.
  • You will be advised if the tenant does not want to renew their tenancy agreement.

Routine inspections

  • Unless instructed otherwise, we will carry out at least three periodic inspections of your property over a twelve month period.

Tenant vacating

On receipt of a tenant vacating notice we will:

  • Advise you by phone, letter 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 within 1 working day of instruction.
  • Prepare all necessary vacating documentation.
  • Arrange access for viewings by prospective tenants.

After the tenant vacates the property:

  • Process the tenant’s bond refund as soon as possible.
  • If deductions from the rental bond are considered necessary, full details will be provided to both you and the tenant.

Property disbursements and end of month statements

  • All agreed property disbursements will be paid on your behalf prior to the due date (subject to the availability of funds).
  • We will provide you with an accurate annual income and expenditure Statement within 5 days of the end of the financial year.

* This Guarantee does not apply when: 

  • We are requested to carry out non-standard duties
  • Relates to owner arranged maintenance and / or owner arranged contractors or repair time frames
  • Matters are outside our control. For example, a natural disaster or accident
  • Letting only arrangements