Our Service Guarantee

Our Service Guarantee
  1. We will use various marketing tools and channels to market your property
  2. We will make every effort to find tenants to meet your requirements
  3. We will use sound systems to minimise arrears and rent loss
  4. We will provide 24/7 service

Marketing Your Property for Lease
  • We will place a listing for your property on our website and other afflliated websites i.e Tradme.  Each listing will include at least 5 photos to promote your property
  • Your property will be accurately described and advertised (as mutually agreed between us). We will conduct an unlimited number or private viewings of your property until the property is leased (subject to access provided to us by any current occupant).
  • If required, we will update you on the status of your available property and provide you with regular communication until the property is leased.

Leasing Your Property
  • All information and references provided by tenancy applicants will be actioned by us within 1 working day of receipt
  • All successful tenancy applicants will be credit checked through Baycorp
  • If you require, all potentially suitable tenancy applications will be referred to you for a decision
  • We will lease your property for the rent agreed between us (or higher if the market justifies it) and the property will not be leased for a lower amount without your 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 will follow up all rent payments in accordance with :
    • Our fully documented arrears process, and
    • The requirements of the Residential Tenancies Act
  • We will contact you to seek your instructions regarding possible termination of the tenancy
  • Should termination of the tenancy be necessary, we will keep you informed throughout the process

Rent Monies
  • All monies received by us, less fee and disbursements, will be banked into your nominated bank account or posted by cheque to you within 1 working day at the end of each month

Repairs and Maintenance
  • All non-urgent repair requests from tenants will be actioned within 2 working days of receipt
  • We will not arrange any repairs to your property without your knowledge and approval for all maintenance greater than your pre-approved disbursement level (unless the repair is defined as "urgent" under the Residential Tenancies Act)
  • 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 only use appropriate qualified tradespeople for any repairs or maintenance work to your property

Fixed Term Tenancies
  • We will review the tenancy agreement for your property 21 days before it expires
  • 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
  • Each year we will carry out 4 periodic inspections of your property as per your Management Authority Agreement, and provide you with a detailed report of each visit.

Vacating
  • On receipt of a notice to vacate, we will:
    • Confirm the details in writing to both you and the tenant
    • List the property on our website and put the agreed advertising plan into effect within 2 working days
    • Prepare all necessary "end of tenancy" documentation
    • Arrange access for viewings by prospective tenants
  • A vacating inspection will be carried out to check for any potential problems with the property
  • After the tenant vacates the property we will:
    • Process the tenant's bond refund within 4 working days; and
    • Make deductions from the bond if necessary

Property Outgoings and Rent Statements
  • All agreed property outgoings will be paid on your behalf before the due date (subject to availability of funds)
  • Your rent statement will be sent to you at the end of each month
  • Your rent statement will be personally checked by the Property Manager before being forwarded to you

General Communication
  • Our office hours are 8.00 am to 5.00 pm Monday to Friday
  • We will respond to:
    • telephone messages within 1 working day
    • email within 1 working day
    • fax within 1 working day
    • mail within 2 working days
  • We will promptly advise you of anything that affects your property or the tenancy.

Complaints
  • Tenant complaints received in writing (fax, letter, email) will be acknowledged within 1 working day
  • All complaints will be formally recorded and responded to within 2 working days

Documentation

We will:
  • Provide all documentation in clear and concise English
  • Ensure all documentation is accurate and complete
  • Ensure all property condition reports are comprehensively and accurately completed
  • If requested, ensure copies of documents signed on your behalf are forwarded to you

Personal Information
  • All updates and corrections advised to us will be recorded in our system within 1 working day

Professional Standards
  • The highest standards of honesty, integrity and professional practice will be conducted in compliance with the Code of Ethics of the Real Estate Institute of New Zealand