We’ll run the tenancy, keep you informed, and deal with issues early so you are not finding problems at the next vacancy.
What we manage
Residential property management covers the recurring, week-to-week work of keeping a tenancy running: placing tenants when needed, collecting rent, inspecting on a routine cycle, coordinating repairs, and managing the bond and vacate process.
Your plan includes the deliverables listed below, provided on an ongoing basis where they are recurring (like rent collection and routine inspections) and provided as needed when a tenancy turns over (like placement and vacate).
* Tenancy placement * Ingoing inspection report * Routine inspections * Rent collection and arrears * Maintenance coordination * Bond and vacate processing
How quickly we act
You can count on us to acknowledge messages within our standard business response time, and to act faster when the issue is urgent. We triage issues into three buckets: Urgent (safety risk, active leak, no heat in cold conditions, unsecured doors or windows), Priority (water ingress risk, suspected mould growth, hot water issues, appliance failure), and Routine (general wear and tear, minor repairs).
For Urgent issues we act the same day where possible. For Priority we book the next practical slot. For Routine we bundle work sensibly. If we miss a level, we’ll tell you what slipped, what we’ve done to catch up, and the revised dates.
Payment
We invoice at the start of each month for that month’s residential property management. There is no up-front payment beyond the current month. Each invoice is payable within 7 days of its date.
If there are any set-up tasks that sit outside the monthly management fee (for example, extra work to onboard a property that has been unmanaged, or work outside residential property management such as project managing a renovation or large remediation), we will quote that separately and confirm the scope in writing before we start.
Price changes
We review our pricing at a regular interval to keep up with costs and to make sure the plan still matches what you need. If we propose a change, we’ll give you written notice before the new price applies, and we’ll explain what is changing and why.
If you don’t want to continue at the new price, you can end the plan by giving the notice period we agree with you in writing. Until the change takes effect, the current price and invoice timing stay the same.
Keys and entry
To manage your property properly we need reliable access. That usually means a full set of keys, any gate or garage fobs, and any alarm, lockbox, or entry codes. We also sometimes need logins for things like Healthy Homes documents, insurance portals, or utility accounts if you ask us to manage those parts.
We keep keys in our office and issue them only for booked work. For codes and logins, we collect them during set-up and store them securely. Please do not send codes or passwords in a contract document or a normal email.
What we need from you
For residential property management to run smoothly, we need one main decision-maker on your side. That person is who we call when approvals are needed, and who receives inspection reports, rent updates, and end-of-tenancy decisions.
Please make decisions within the timeframes we give you, especially when maintenance timing affects damage risk (for example, moisture and mould issues in winter). If we can’t reach you and the issue risks damage or safety, we’ll arrange the minimum urgent work to make the property safe, then update you. Please also tell us promptly if you change insurer, bank account, ownership details, or anything else that affects management.
Insurance
We keep our own business insurance that covers the work we do as residential property managers, including handling keys and arranging contractors.
You are responsible for holding appropriate insurance for the property itself and for landlord risks, and for keeping cover current for the whole time we manage the tenancy. If there is a claim, we’ll provide the documents we hold that usually help (inspection notes and photos, rent records, contractor invoices, and relevant tenancy correspondence) and we’ll help you understand what happened and when.
If something goes wrong
If we become aware of damage, a break-in, or a safety issue, we will let you know as soon as we can, in writing, with photos where it helps. We will also tell you what we have done already (for example, making a property secure or stopping further water ingress) and what the next steps are.
If the damage is caused by a tenant, we’ll follow the normal process for that situation: document it, get quotes where needed, and support the bond and end-of-tenancy steps. If the damage is caused by our mistake or by someone we have directly instructed, we’ll take responsibility for putting it right, or for the reasonable cost of doing so, and we’ll agree the fix with you in writing.
Our team
You’ll be working with real people: Sarah McLeod is your day-to-day property manager, Tom Fraser handles tenancy placement, Mei Chen runs inspections and reports, and James O'Connor coordinates maintenance and follows jobs through to completion.
Because recruiting and training this team is part of what you are paying for, you agree not to hire or contract directly with any of our staff while we are managing for you, and for a period after our work ends. If you want to discuss an exception, talk to us first and we’ll put any agreed terms in writing.
How the plan runs
Residential property management is a recurring service. It runs in monthly periods and renews automatically each month unless either of us ends it. We invoice at the start of each month for that month’s work, and payment is due within 7 days of the invoice date.
If you want to end the plan, the notice period and the handover steps are set out on the authority you sign at set-up. We follow those steps so the tenant is dealt with properly, keys and records are accounted for, and nothing important is lost in the changeover.
What we are responsible for
We are responsible for doing residential property management with reasonable care, keeping proper records, and keeping you informed so you can make decisions on time. We don’t promise outcomes we can’t control, like a tenant’s future behaviour, a contractor’s lead times, or how quickly a supplier can provide parts in winter.
We are not responsible for losses caused by information we were not given, decisions you ask us to delay, or pre-existing issues in the property that are not visible until furniture is moved or work starts. If a situation is headed that way, we’ll tell you early and set out options in plain terms.
Ending and handover
Either of us can end this arrangement by giving the notice period we agree with you in writing at set-up. Up to the end date, you agree to pay for work already done and for any agreed costs we’ve committed to on your behalf (for example, booked contractor call-outs or advertising already ordered).
When management ends, we’ll provide a handover pack with the current lease, rent ledger, inspection reports, bond and vacate notes, and relevant contractor notes. We’ll also confirm what keys we hold and arrange return in a safe way. If there is an active arrears, maintenance job, or Tribunal matter at handover, we’ll clearly list what’s in progress and what the next step is.
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