Property Management Services Guide

Everything You Need To Know About PROwiPth ECRhTeYlsMiAe NLAGaEmMbENT

About PRD Burleigh Heads Here at PRD Burleigh Heads, property management comes naturally to us. It’s what we love and what excites us. We know the dedication and investment it takes to get it right and we’re committed to getting it right every time. Our committed and motivated team are the property management experts, with years of experience and the desire to continue to deliver amazing results for both investors and tenants. We’re always searching for new ways to achieve the best for our clients to make sure we stay at the forefront of property management. With our seamless communication, experience and enthusiasm for property management, we can guarantee a stress-free rental process which will leave everyone happy.

Whats the Difference Between a Property Manager and New Client Manager? Isn’t a Property Manager and a New Client Manager the same thing? They both manage properties after all. The reality is a Property Manager and a New Client Manager are very different roles - they’re about as similar as a carpenter and a plumber! A good Client Manager who understands the nuances of the role is the key to a smooth and stress-free rental experience. While Property Managers handle the daily routine of maintaining your property and ensuring its always at its best, Client Managers are the property pistols. They’re the ones on the ground, prospecting, networking, always acting as a second point of contact and constantly talking with tenants and landlords. That’s why having the right people in the right roles will make all the difference to your next rental.

Meet Chelsie Chelsie Lamb With a long standing commitment to the industry, Chelsie brings a wealth of knowledge and experience, translating to a unique and holistic approach to her role as New Client Manager. A background in a range of customer experience roles has evolved and coupled with her time as a property investments manager to enable a universal and tailored service for her clients. In what can be an otherwise challenging and stressful environment, Chelsie flourishes by applying her ability to connect with and understand both landlord and tenant to ensure a seamless and stress-free experience. Her stand out difference would have to be her transition & growth through the business, allowing a complete understanding of all aspects of property ownership. An obsession with success and the offering of a full concierge service, is the driving force behind this enthusiastic new breed of property specialist. Chelsie and her team are constantly updating their knowledge and skills to ensure they have the most up to date understanding of current legislative and service requirements to protect their clients and their assets. We look forward to introducing you to your New Client Manager.

Meet Our Property Management Team The Burleigh Heads team comprises skilled leasing consultants and experienced property managers who look after your investment as if it was their own. Kristie Pedersen Property Manager Kristie has a vibrant and bubbly personality that allows her to communicate easily with both landlords and tenants. Kristie has a strong history in property management, being a true team player and stepping up to take on any responsibility required to get the job done. Her ability to problem solve, communicate clearly and confidently manage her portfolio has made Kristie an integral member of our team at PRD Burleigh Heads. Jasmine Kean Senior Property Manager There’s often just one trait that can separate a good property manager from a great one – empathy. And, as both a homeowner and a tenant, this ensures Jasmine Kean knows what it takes to keep her landlords and lessees happy: showing them that you care and that they feel heard. Throughout the industry, Jasmine is renowned for her highly developed communication skills and exceptional level of knowledge. Her clients also know she’s across every legislation, which gives them lasting peace of mind. Kate Fordyce Assistant Property Manager After getting her real estate license straight out of high school, Kate hasn’t looked back. She’s worked in various roles throughout the industry including receptionist, sales administrator, personal assistant and PM assistant, before finding a passion for property management. Kate loves that every day in property management is different and being able to help owners and tenants.

Trusting Us With Your Biggest Asset LOW VACANCY ROUTINE EXCELLENT RATES INSPECTIONS COMMUNICATION Using our system your We inspect and report No one likes it when property will rarely have any on your property every 16 their queries are not vacant period which means weeks and send you photos answered promptly this is why we guarantee emails you will never be out of taken on the day, this will be acknowledged pocket because of a gives you peace of the same business vacancy. mind. day. ZERO TOLERANCE REGULAR RENT EXTENSIVE OF ARREARS INCREASES SCREENING PROCESS There are no excuses. At every lease renewal, We conduct stringent We understand that this is we carry out regular rent reference checks on all your money. So we choose potential tenants to ensure tenants with perfect track increases. We work to increase your profit by you have the best records for paying maximising your rental possible candidate their rent on time. return. occupying your property. DIRECT CONTACT APPROVAL GUARANTEED WITH BUSINESS BEFORE SPENDING SAME BUSINESS DAY RESPONSE OWNER YOUR MONEY We endeavor to answer You are more than We will not spend your all of your enquiries on the welcome to contact money on repairs or same day - you will not be John Fischer anytime maintenance without on 0478 071 623. your approval. We will sitting around waiting always notify you for a phone call for before a repair. days on end.

Preparing Your Property For Rent So you’ve decided to lease your property. How can you make sure it’s attracting tenants who are going to treat it like their own? That’s where perfectly preparing your property comes in. Preparing your home will mean a better tenant, a better price and a seamless rental process from start to finish. REPAIR IT From little things, big things grow. So now is the time to fix it! From the faulty letterbox to the rickety retaining wall to chipped tiles and scratched paint, repairing things now will save you in the long run. A home in good condition is a home good tenants want to live in. CLEAN Set your standards before your tenants move in by making sure your property is sparkling. It’s time to steam clean those carpets, wipe down those windows and scrub that stove top. Deep cleaning your home before leasing it out will ensure your future tenants know it should be left the same way. Keep in mind, we can hire a bond cleaner for your convenience. PRESENTATION Everyone loves a beautiful house. So while you might not be prepared to hire a stylist, making your property feel a little more friendly and homely will make all the difference in attracting the right kind of tenant. ADD VALUE It’s the little things that can make a huge difference to your property. New ceiling fans, a new carpets, even a new coat of paint can increase the value of your home to prospective tenants. INSURANCE Insurance is everything. Be sure you let your preferred insurer that you’re no longer living there and arrange landlord’s insurance. We recommend Terri Scheer landlords insurance: www.terrischeer.com.au

Marketing INTERNET On average, Australians spend more than a complete day each week online and 85% of potential tenants use the internet as their main tool to search for properties. This is why we expose your property to as many tenants by listing it on the below websites: • realestate.com.au • domain.com.au • rentfind.com.au • rent.com.au • realestateview.com.au • prd.com.au We understand how important it is for your investment property to have effective marketing to generate quality enquiry. Our team of administration and marketing professionals will expertly handle all aspects of your property’s advertising campaign. SOCIAL MEDIA With over 20 million Australians using social media regularly, we know it’s here to stay. We’ll make sure your property gets the Instagram likes and Facebook comments it deserves.

SIGNBOARD Our signboards are designed for maximum exposure and are strategically placed in a prime position in front of your property. OPEN OPEN FOR INSPECTIONS We conduct private inspections, midweek and Saturday open for inspections ensuring convenient property viewing times for prospective tenants. RENTAL LISTS Your property will be displayed in our rental list, updated daily and displayed at our office and open for inspections. TENANT DATABASE We maintain an extensive database of qualified tenants who receive emails of rental properties that meet their search criteria.

Managing Your Property 1. CAREFUL AND TIMELY TENANT SELECTION Our goal is not just to find a tenant quickly, but the best tenant too. With our extensive selection criteria and communication throughout the process, you’ll be confident your investment is in the right hands. 2. TENANT EDUCATION It’s one of our top priorities to ensure our tenants understand their obligations and what expectations they should have of their property manager and property owners before the tenancy agreement is signed. 3. RENTAL FUNDS PAID IN ADVANCE Timely rental payments are a vital part of property management and in guaranteeing your income. A clear and concise tenancy agreement outlining the rental payment policy helps to establish this. 4. ROUTINE INSPECTIONS Securing a tenant who maintains your property is just as important as one who pays rent on time. Throughout the tenancy, we conduct regular routine inspections to adequately assess the condition of the property and protect the value of your investment. 5. PROPERTY MAINTENANCE Any maintenance items identified over the course of the tenancy will be communicated to you prior to action being taken. Our specialised team will provide recommendations and all repairs will be carried out in accordance with your instructions.

6. LEASE RENEWAL Our team conducts a market analysis to provide a recommendation of what rent can be achieved over the next tenancy period. When the tenant has stated a preference to stay, we seek instruction from you for a renewal 90 days prior to the current agreement’s end. 7. VACATE PROCESS If the tenant intends to vacate, we remind them of the vacate process agreed to at the start of their tenancy. This ensures the property is returned in the same condition as it was delivered and that the bond is dispersed appropriately. 8. MARKETING With extensive Internet based and social media marketing, along with our sophisticated prospective tenant database and brochure drops, we’ll locate the best new tenants for your property faster than ever. 9. ABSENTEE LANDLORDS If you live or move away from the area, interstate or overseas, you can rest assured your investment is being managed effectively by our team. We’ll stay in constant contact with you, while taking care of the day-to-day maintenance, you don’t have to worry. 10. KEYS The office retains one set of keys to facilitate inspections in a safe and secure cabinet. Under the Residential Tenancies Act we are also required to supply tenants with one full set of keys for every lock on the premises as well as a partial set that secures entry to the premises to each and every other resident that requires them.

The Leasing Process GETTING STARTED ENGAGEMENT MARKETING YOUR PROPERTY • Selecting the right • Sign agreement agent • Agree on advertising • Prepare property for rent • Professional photography • Marketing analysis price • Internet listing • Rental appraisal INSPECTIONS & TENANCY COMPLIANCE ENGAGEMENTMENT APPLICATION & APPROVAL PROCESS • Smoke alarms • Schedule open • Water Efficiency homes • Tenant selection • Pool safety certificate • Move-in date confirmed • Attract prospective • Prepare tenancy tenants documents • Bond received

Communication STATEMENTS We provide you with an easy to understand twice-monthly statement detailing rental funds received & any outgoings or expenses we have paid on your behalf. PAYMENTS ONLINE OWNER PORTAL Once rental income is received Using the latest in property management into our trust account we will technology, the PropertyMe software transfer into your nominated provides you with an online portal which you bank account during our can access 24/7 for all information relating twice-monthly payment runs. to your tenancy. In addition to this, the tenant also has access to their own tenant portal with relevant information. END OF FINANCIAL YEAR PAYMENT OF INVOICES We also provide you with an With your authority our office end of financial year statement can pay all or selected incurred for taxation purposes with a property related expenses on list of all expenses for the year behalf of yourself from the rent.

Your Statement 1. 5. 6. 2. 7. 3. 8. 4. Here is an example of how your Monthly Owner Statement will look each disbursement. 1. Current ongoing statement number 2. Money paid in the statement period 3. Money deducted in the statement eg: admin fee, etc. 4. Funds you will receive 5. Total funds received during statement period 6. Owner’s name 7. Overview of tenant rental information 8. Account details for transfer

Water Usage WHAT IS THE MINIMUM CRITERIA FOR WATER CHARGING? Lessors are able to pass on the full water consumption charges to tenants if: • The rental premises are individually metered (or water is delivered by vehicle) and • The rental premises are water efficient with a compliance certificate from a licensed plumber • The tenancy agreement states the tenant must pay for water consumption. Charge as shown on water bill Can tenant be charged? State bulk water charge Yes, tenant can be charged* Water usage charges Yes, tenant can be charged* Sewerage usage charge (may appear on bill as fixed No, tenant cannot be charged. Sewerage is not a or variable) service charge as defined by the Act & cannot be passed onto the tenant. Fixed access charges (including water access charge No, the tenant cannot be charged. The lessor must & sewerage charge) pay all fixed charged for water supply. Water efficient devices Minimum water efficient standard required Internal cold water taps & SINGLE MIXER TAPS A maximum flow rate of 9 litres per minute (excluding bathtub taps & taps for appliances) Shower heads A maximum flow rate of 9 litres per minute Toilets A dual flush function not exceeding 6.5 litres on full flush & 3.5 litres on half flush & a maximum of 4 litres (based on the average of 1 full flush & 4 half flushes)

Smoke Alarms From 1st January 2022 all landlords must install photoelectric-type smoke alarms in every bedroom plus outside bedrooms prior to 1st January 2022. These alarms must be hardwired or 10 year battery powered tamper proof type alarms and must be interconnect via wire or using wireless radio technology. Smoke Alarms PLEASE NOTE: YOU MUST INSTALL ALARMS IN THE 2022 Smoke Alarms UpORANGEANDBLUELOCATIONSOTHERWISEYOUCANNOT LEASE YOUR PROPERTY AFTER 1ST JANUARY 2022! Bdrm Bath Bath Lounge WC Bdrm Living Factsheet BdrmAlarms UpgradesFirst Floor Garage 01Smoke alarms required for The Building Code of Australia Smoke a What if i am a landlord? Ldy Ktn What if i am Lounge You are req alarm in the From 1 January 2022 QFES recom month. BdrmYou are required by law to install and maintain smFoamkiely alarms in your rentGaalrapgreoperty in QBuateh enlaDnndg . You are req the informat First FloAolrl smoke alarms must be photoelectric, hardwGireoudnd Floor you, each b ng Code oof rAu1s0tr-ayleiaar tamperSpmrookoef ablaartmtesryrepqouiwreedrfeodr 2a0n2d2 Laellgislation your tenanc interconnected by 31st December 2021. Smoke alarms must be installed on each storey:

Entry Condition Reports Here at PRD Burleigh Heads, we pride ourselves on having each entry condition report is thorough with extensive notes and images. We ensure a detailed record of the condition of the property for pgrades 01a smooth vacating process. The folloFwaincg etsxahmepleedtetails what we capture in this report. Ldy Ktn Dng Family Bath Ground Floor alarms required for 2022 Legislation m a a tenant? quired by law to test and clean each smoke e dwelling at least once every 12 months. mmends smoke alarms are tested once a quired by law to replace, in accordance with tion statement (RTA Form 17a) provided to battery that is flat or is almost flat during cy.

What people are saying... “ Chelsie Lamb has shown true professionalism. We are delighted with her enthusiasm and well mannered approach. We will and have recommended them on “ Anna Scotson, Landlord Hi I would like to commend Chelsie Lamb for being very professional (especially recently having to deal with a very difficult tenant), reliable and answering any queries immediately. Well done, Chelsie and pleasure to deal with someone as efficient as you - thank you. “ Joye Day, Landlord Chelsie was a great agent to work with, very responsive, professional and best at what she does. I put my first property on the market with Chelsea and she found a great tenant within a few days and contract signed with in the week. Would recommend highly. “ Jamal Keshav, Landlord Chelsie was really amazing to deal with, I’m so appreciative. The market is so busy and despite that she took the time to help me get into a really great rental! Thanks so much Chelsie! Couldn’t recommend more highly. “ Ella Risby, Tenant We found Chelsie very friendly and professional in keeping us informed. Great service. Thank you for putting so much effort into helping us with the rental property. Always responded to our emails and kept us updated. Rob Murrell, Tenant

Frequently Asked Questions HOW MUCH RENT CAN I RECEIVE FOR MY PROPERTY? To determine how much rent you can charge for your property, you will need to assess the market rent - in other words, how much money similar properties in your area are renting for. A good place to start is to carry out some research online. It is important to pay attention to the requested prices, as well as how long the properties stay on the market at those rates. CAN I INCREASE THE RENT DURING THE LEASE PERIOD? During the term of the tenancy, rent cannot be increased. Unless there is a specific term written into the tenancy agreement at the time of commencement, the appropriate notification and notice is given. Once the lease has expired, or is coming up to expiry or a new lease is being negotiated, it is the perfect time to discuss a rent review with your Property Manager. HOW MUCH SHOULD I INCREASE THE RENT BY? A guideline to work with is, keep the rent a fraction below market opinion. That way you will maximise your return, while balancing the recognition of a good tenant-you don’t want to lose a good tenant for a few dollars and then incur additional wear and tear on the property when the tenant vacates, possible vacancy, any marketing and/or letting fees associated with re-tenanting the property. HOW LONG IS A TYPICAL LEASE? In Australia, standard lease periods are generally either 6 or 12 months. While longer lease terms are possible, you are likely to find a smaller number of tenants who are willing to commit to this time. WHAT IF THE COST OF REPAIRS TO THE PROPERTY IS HIGHER THAN THE BOND? If your vacating tenants have left your property needing repairs that cost more than the bond, you will need to first carry out a dispute resolution with the RTA. If no resolution can be reached, then the matter will need to proceed to a tribunal hearing for a decision. Owners should ensure they have proof of the damages as well as quotes or invoices for the repairs and any relevant correspondence or conversations with the tenants. Depending on your property and the type of damage that has occurred, you may be able to make a claim on your landlord protection insurance policy either before or after a tribunal hearing.

Chelsie Lamb 0423 009 115 [email protected] chelsthepropertymanager