Landlord Information Brochure

Property ManagementAs It Should Be

YOUR MOST
VALUABLE ASSET IS
IN CAPABLE HANDS.

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5
7
Meet your Property Manager 9
11
12
How to choose a great Property Manager 15
Our services 17
Property inspections 18
The House 2 Home difference 21
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THANK YOU

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Thank you for this opportunity to manage your property.
Working with us ensures your investment is in safe hands – we will help you
achieve the highest possible rental return and make sure the capital value of
your investment is protected and enhanced by sourcing quality tenants who will
care for your property as if it’s their own.
We want to make renting your property as stress-free and rewarding as
possible. We will start by sitting down with you and tailoring a property
management strategy you’re comfortable with – one that doesn’t bind you into
any terms you don’t want.
We will do more than ensure you receive the best returns – we are also
committed to making your experience with us as rewarding as it is profitable.
That’s our promise!

Great communication = success
We think the secret of a successful property management partnership
depends on great communication – between you, your tenants and our team.
So we encourage you to keep in touch. You can call us at any time with
questions and we will also proactively seek your feedback on how we are
doing from time to time.

About this guide
We know you probably have questions about how the property
management process works and what you can expect from your tenants
and from us.
That’s why we have put together this document for you. Here you will find
everything you need to know about working with House 2 Home Property
Management and enjoying a seamless property management experience.

ANSWERS YOU IN A TIMELY RESPONSE

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WE INVITE YOU
TO JOIN US AND
EXPERIENCE THE
DIFFERENCE

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ABOUT US

Your most valuable asset is in capable hands.
As an independent agency, exorbitant fees and high commissions don’t drive us. We prefer to
remain focused on helping you achieve the best possible returns from your investment, so you
can turn over a positive cash flow in the shortest time possible.
You will find our customer service, enthusiasm, and diligence are second to none. We are
committed to conducting business with the utmost integrity, transparency and professionalism –
and that means no hidden fees or ulterior motives.

Your team.
All members of our team actively engage in ongoing training and workshops to provide you with
the latest industry information, technology upgrades, and advice about legislative changes that
may affect your investment.
Our Director is actively involved in the day-to-day running of the business and is always
available to speak with you should you require it.

How we work.
As landlords ourselves, we understand appointing an agent can sometimes be daunting. That’s
why we have strict policies and procedures to ensure management of your property runs
smoothly.
These include:
• Thorough, comprehensive processes for tenant selection
• Aggressive arrears procedures
• Proactive approaches to marketing, advertising, re-leasing, lease renewals and rent

reviews.
In fact, we are so confident you will be satisfied with our services we even offer a money back
guarantee – if for any reason our service doesn’t meet your expectations as per your agreement,
we will waive management fees for the month.

…WITH CARE, COMPASSION AND DILIGENCE

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“I PRIDE MYSELF ON
TAKING CARE OF YOUR MOST
VALUABLE INVESTMENT
AS IF IT WERE MY OWN.”

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MEET YOUR Client thoughts
PROPERTY
MANAGER “We have been well looked after by Rebecca for 4
years, while living abroad. All administration has
Rebecca Collins – happened in a timely manner and advice given
Director when appropriate. Photographs and/or videos
have been produced when asked, due to our
Rebecca enjoys building strong, enduring location overseas. They have been very courteous
relationships – that’s why she chose to and professional team and we look forward to
specialise in property management shortly continuing our successful relationship in the
after starting her real estate career in 2004. future.” - Megan and Gerry

In the decade that’s followed, Rebecca has “We have dealt with Rebecca Collins with 2 of our
built a wealth of property management rental properties in Melton West for nearly 4 years
knowledge, backed up by an energetic now. Rebecca has proven and shown on
commitment to ongoing training and education numerous occasions to be of an excellent and
to keep ahead of changing market trends and genuine property manager. She has always been
legislation. and is of a reliable and efficient nature for any
questions, concerns or issues that may arise with
Rebecca has a true passion for property. She’s regards to your rental properties. Rebecca not
enthusiastic about going that extra mile for only answers you in a timely response but will not
you and has a warm, courteous approach. Her hesitate to deal with tenants immediately.
sense of humour and an ability to be firm with Furthermore her knowledge in this field is
minimum fuss stands her in good stead when extensive, always keeping you up to date with
negotiating and mediating on your behalf. leasing / rental / landlord information. We
do not hesitate in highly recommending Rebecca
Rebecca understands the needs and Collins as a property manager to any landlord for
expectations of landlords and tenants alike. the abovementioned reasons.” - Nick and Vesna
She is highly skilled at addressing the
frustrations, concerns and questions of all her “Rebecca is a true credit to the real estate
clients with care and compassion. industry. She has managed our Brookfield
investment properties for 3 years with care,
A dedicated property manager who prides compassion and diligence. She is a stand-out
herself on her honesty, integrity, diligence and communicator, making us fully aware of any
customer service, Rebecca has extensive matters concerning our property immediately and
Residential Tenancies Act experience and is resolving issues without delay. Rebecca has a
expert at representing her clients at VCAT for a truly incredible and unique balance between
variety of matters. knowledgeable professionalism and calm
approachability, always displaying absolute
Your investment is in most capable hands with integrity and expertise which is second to none
Rebecca at the helm. resulting in the comfort of her clients that they will
receive a structured but personal service unlike
any other.”
- Joe and Janine

…A STAND-OUT COMMUNICATOR

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ARREARS
MANAGEMENT

How we collect your rent
We have a strict policy that all rental payments must be made via direct Electronic Funds
Transfer into our Agency Trust Account.

We understand how important collecting your rent is to your cash flow.
We aim to collect your rent in full on or before the due date. Then we disburse your rental
income straight away – you will find most agencies only complete disbursements twice per
month.

Our ZERO Tolerance Arrears Policy
We follow strict procedures should issues arise with your tenants’ rental payments:
• Rent not received within 3 business days of due date. Your property manager will follow up with a

friendly reminder to your tenants via phone or SMS
• Rent not received within 7 business days of due date. We will issue your tenants with a remedy

request in writing. This advises them a Notice to Vacate will be issued if payment is not
received within 7 days
• Rent not received within 10 days of due date. A final notice is issued to your tenants via email,
post and phone
• Rent not received within 14 days of due date. A Notice to Vacate will be issued as per the
Residential Tenancies Act, advising your tenants to vacate the premises within 14 days. We will
follow this up with an application to the Victorian Civil Administrative Tribunal.
Detailed statements
As soon as your rent is disbursed, we will issue you with a monthly statement showing the
details of your payment. This includes the amounts and details of any deductions we have made
on your behalf, such as maintenance invoices and/or water or council rates payments.
Each end of financial year, you will receive a statement listing all income and expenditure for the
preceding financial year at a cost of $22 per annum.

…ALWAYS DISPLAYING ABSOLUTE INTEGRITY AND EXPERTISE

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EXPERIENCED
PROPERTY MANAGERS
KNOW THE MARKET,
THEY KNOW WHAT
TENANTS ARE
LOOKING FOR, THEY
KNOW THE LEVEL
OF SUPPLY AND
DEMAND AT ANY
GIVEN TIME…

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10 REASONS TO APPOINT
A PROPERTY MANAGER

The hardest part of owning a rental property is finding the right person to take care of it for you. You
might even find yourself wondering why you should hire a property manager at all – perhaps you could
save money by taking care of your investment yourself?

Here are 10 of the top reasons why a property manager makes better sense:

1. More marketing expertise. Good Property Managers know exactly where and how to market your
property
– they do it every day. With access to specialised technology and marketing portals unavailable to
private landlords, you will also enjoy significant advantages when it comes to sourcing better tenants
and avoiding long vacancies.

2. Maximising your returns. Experienced Property Managers know the market, the tenants you are
looking for, levels of supply and demand and the rental rates you can expect for the region. They will
use this knowledge to perform a detailed appraisal of your property and ensure you get the maximum
return on your investment.

3. Finding the best tenants. Processing tenancy applications may seem like a relatively simple procedure
of making phone calls and verifying information, but Property Managers have strict procedures and
tenant selection processes that ensure you find good quality tenants – including background checks,
credit reports and rental history verification.

4. Easier rent collection and disbursements. Securing rent payments from tenants is crucial to
maintaining your cash flow, but it can sometimes be difficult and awkward. We have efficient systems
in place to make sure your rent is collected on time, so you get added peace of mind.

5. Managing tenant relationships. Your Property Manager is responsible for ensuring a smooth tenant-
landlord relationship, including routine and emergency maintenance, inspections, property reports and
conflict resolution if required. We make the process easier.

6. More time for you, greater profits. With a Property Manager to take care of all the day-to-day aspects
of running your tenancies, you can spend your time as you wish, stress-free.

7. Legislative compliance. Tenancy laws and regulations change constantly. A Property Manager makes
sure your investment meets all requirements, so you will avoid any potential breaches, liability or VCAT
action for negligence or non-compliance.

8. Maintenance management. Take advantage of our extensive and trusted trades network to care for
your property – they are available 24/7. As we provide volume work, you will pay lower fees and know
those working on your property are fully qualified, licensed and insured.

9. Conflict resolution. A tenancy that runs smoothly with no rent arrears or major maintenance issues is
the ultimate aim of every landlord. However, conflict can and does arise for a wide variety of reasons.
Property Managers are trained to diffuse and resolve conflicts to prevent the situation escalating,
while ensuring your best interests are protected.

10. Totally tax deductible. All fees paid to an agent for leasing and managing your property are 100% tax
deductible – including maintenance costs. What seems at first to reduce your investment’s profitability
will actually save you money in the long term.

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HOW TO CHOOSE
A GREAT PROPERTY
MANAGER

We have been doing our research.
Did you know that, on average, 83% of landlords are unhappy with their current property
management company?
Or that a huge 96% of landlords don’t research the best property management service and rates
available to them – because they choose the agency they bought their property from or get a
recommendation from a third party?

Your investment is too important to leave to chance.
Finding the best agency for your needs can be daunting – there’s standard real estate jargon to
contend with and lists of fees and services that sound similar regardless of who you speak to.
So we have put together a few key questions that will help you find the perfect agency for you,
plus our top 5 essential features of good property management:

The top 10 questions you should ask your potential property management company.
1. How will you find me a tenant?
2. How will you show my property to prospective tenants, and how often?
3. What is your process for screening tenants?
4. Who will look after my property?
5. How many years experience do you have in the industry?
6. What is your property manager to portfolio ratio?
7. How often do you increase your fees?
8. How many inspections do you make per year and can I attend?
9. What happens if my property requires urgent maintenance?
10. Do you charge extra fees for postage and statement re-prints?

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The 5 property management must-haves. How does your agency stack up?
1. Reasonable fees. Cheaper isn’t always better. Beware companies that will sign you up at a

discounted rate – they might also be delivering a discounted service. Insist on a fair and
competitive fee structure with no hidden costs.
2. Great communication. Communication is key to any successful working relationship. You want to
know what’s happening with your investment – even when there’s no news, a quick phone call
or email that lets you know all is well can provide added peace of mind.
3. Excellent maintenance management. You need qualified, licensed and fully insured tradespeople
working on your property. They should offer excellent rates, guarantee their work and attend to
your property in a timely manner. However, good maintenance management is also about
prevention. Your Property Manager should provide comprehensive maintenance plans and
suggestions to head off potential problems before they become urgent repairs.
4. Thorough, comprehensive reporting. From application to final inspection and everything in
between, comprehensive reports give you vital knowledge about your investment’s condition
and protect you should a dispute arise.
5. Effective rent and arrears management. In a perfect world, your tenants would pay on time every
month – unfortunately this isn’t always the case. Effective arrears management and appropriate
communication can minimise late payments and ensure advance warning of potential issues.
Did you know changing your property management company is FREE? You won’t need to do a
thing. Within 48 hours of listing your property with us we can arrange a transfer from your existing
agency without affecting your current tenancy agreement.

… WILL RECEIVE A STRUCTURED
BUT PERSONAL SERVICE UNLIKE ANY OTHER…

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A HIGHLY
PROFESSIONAL
APPROACH

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SERVICES

We stand apart from the rest.

At House 2 Home Property Management we excel where others fail. You will
always get a highly professional approach tailored to your exact needs, including
these standard practice services:

• Preparation of property for rent
• Photographic condition reports
• Regular rent reviews
• Maintenance management
• Pre-vacate education
• Future budget suggestions
• Dispute resolution
• Tribunal experience
• VCAT representation
• Video inspections
• Property advertising and marketing
• Professional photography
• Online applications
• 24-hour application approvals
• Quality tenant selection
• Tenant education
• Rent collection and disbursement
• Arrears management
• Comprehensive routine inspections
• Account payments (i.e. council rates, water rates, insurances,

etc).

Our service guarantee:
• We will advise you of all matters affecting your property within 2 hours
• All phone calls will be returned within 3 business hours or the next business day
• We will respond to your emails within 3 business hours or the next business day
• All other forms of written correspondence will be responded to within 1 business day
• You will be advised of all prospective tenant feedback on the same day as your open

for inspection or the next business day for private appointments.

We won’t let you down.

If you feel we have failed to keep these promises, we will offer your money back on
your management fees for that month.

AN EXCELLENT AND GENUINE PROPERTY MANAGER

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WE
RECOGNISE THE
IMPORTTANCE OF
PERSONALLY
ATTENDING ALL
INSPECTIONS

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PROPERTY
INSPECTIONS

Open for inspections
We understand it’s important that one of our qualified agents attends your inspections to
highlight your property’s great features and answer any questions prospective tenants might have.
For this reason, we don’t hand out keys. Instead, we hold property inspections at least three times
per week (and at least one over the weekend).
We will also make every effort to cater for tenants who may not be able to attend publicly
advertised inspection times by scheduling private inspection times.

Routine inspections
Once your property is rented, regular inspections are vital. They protect your investment and
ensure the comfort and longevity of your tenants.
We carry out routine inspections after the first 3 months of tenancy and then every 6 months
thereafter. You are most welcome to attend these inspections with our agents.
We will also provide detailed inspection reports (along with photographs and a short video) and
suggestions to help you maximise your return. Sometimes a day’s maintenance work can bring you
higher rents far into the future. We can show you cost effective ways to improve your investment
– and we can even organise the work for you.

Pre-vacate inspections
It’s our policy to minimise vacancy times as much as possible. When it comes time for your
tenant to leave the property, we will work with them to ensure they know their outgoing
obligations and arrange pre-vacate inspections so new prospective tenants can view the
property early.

Final inspections
After your tenant has vacated, a thorough inspection will be made of your property, including a
detailed exit condition report with photo and video evidence. This will be compared to the ingoing
condition report to determine whether your property has been handed back in a satisfactory
condition.
Your tenants are responsible for returning your property in the same condition they found it
(taking into account fair wear and tear). If we discover any issues during our final inspection, your
property manager will either negotiate with your tenants until a settlement can be reached or
claim the bond money and any further compensation through the Residential Tenancies Tribunal.

… A TRULY INCREDIBLE AND UNIQUE BALANCE BETWEEN KNOWLEDGEABLE
PROFESSIONALISM AND CALM APPROACHABILITY

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The House 2 Home Difference

Why you should choose us.
Low vacancies. Our vacancy rates are consistently below 1%.
Strict tenant selection process. As landlords ourselves, we know how important finding the right
tenant is. We will treat your investment as if it were our own and only place tenants in your
property we would want in ours.
Extended tenant checks. Most agencies use only one portal for tenant background checks. We like
to be more thorough, so we use both TICA and NTD reference portals.
Added knowledge and maturity. Each member of our team has a minimum 10 years industry
experience.
We are all licensed agents. If you ask, often the only licensed agent in most agencies is the
director, who is usually only involved in the sales side of the business. At House 2 Home Property
Management, every member of our team is a Licensed Real Estate Agent.

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e

Fixed term agreements. 95% of our tenants are on fixed term tenancy agreements.
ZERO tolerance arrears policy. Our overall arrears is consistently below 2% compared to the
standard 5-7% of most agents. Our arrears procedures begin when a tenant is just 2 days late in
paying their rent.
Detailed property reporting. All condition reports include photo evidence as well as supporting
documentation. You will also receive a minimum 6 photos with every detailed routine inspection.
Free professional photography. We are committed to achieving the best possible results for your
property advertising, so we offer professional photography free of charge.
Service guarantee. We are so confident you will love our service we have backed it by a 100%
money back guarantee if we ever let you down.

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LANDLORD INSURANCE

Your insurance needs.

As a landlord, it’s your responsibility to take out the relevant building and fixed contents insurance
(for elements such as air conditioners, heaters, appliances, roof and window treatments not covered
by standard building insurance).
We highly recommend you also take out a Landlord Protection insurance policy, which will cover you for:
• Any rental loss caused by defaulting tenants
• Compensation for malicious damage
• Accidental loss or damage caused by a tenant
• Theft and legal liability.
This policy is usually payable annually and can be sent directly to us to be paid from rental income,
if you wish.

We can take care of the fine details.

Our team is trained to deal with insurance claims of all kinds. We regularly work closely with insurance
companies to provide the necessary information and documentation you need to settle your claim
quickly and fuss-free.

Who we recommend.

We highly recommend Terri Scheer Insurance’s Landlord Protection Insurance Policy. For more
information, please visit www.terrischeer.com.au or refer to the information and application
form provided.

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FREQUENTLY ASKED
QUESTIONS

How do you source tenants for my property?
We will commence your property marketing campaign within 24 hours of
receiving your signed management agreement. We start by cross matching
our existing database of pre-approved prospective tenants and contact
those whose needs match yours to organise an inspection.
We will also add your property to our rental stock list, website and
Australia’s number one real estate website, realestate.com.au. Where
appropriate, we will begin advertising on university housing websites,
Gumtree and rent.com. au. Local press advertising may also be suitable for
you, depending on market conditions.

How will you find a quality tenant for my property?
We require all applicants to submit a Residential Tenancy Application form. Then
we verify all information, check their references, and complete a background check
through 2 rental history databases, TICA and NTD. These tell us if the applicant
has a record of VCAT orders or defaults in the previous 10 years.
We only put forward for your consideration applicants who successfully pass our
thorough screening processes.

How do you determine a fair rent for my property?
Your rent is determined by a number of factors – the current rental market, demand in the area,
property features, appeal and location.
We provide you with a full written rental appraisal free of charge. Using information
from reputable sources (such as RP Data, realestate.com.au and Price Finder), it will
include demographics, appeal, demand, comparable properties for lease and
current market conditions.

How long will it take to rent my property?
This depends on current market conditions at the time of advertising. If we can source a tenant
from our existing database we can secure a tenancy for you quite quickly. Sourcing tenants from
web advertising may take 2-3 weeks. If your property is in a new development we can begin
advertising prior to settlement.

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When will I receive my rent?
Unlike most agents, who process rental disbursements mid month and at the end of the month, we
process disbursements every day. That means you will never have to wait for your money – it will
be disbursed as soon as we receive it from the tenant.

Will I receive statements for the payments I receive?
Yes. Every time a transaction for your property occurs, you will receive a statement of the
amount received, any deductions (for management fees, rates, etc.), and the amount deposited
in your account. You can choose to receive these statements via post or email.

Can I attend inspections?
We carry out routine inspections as current legislation allows – after the first 3 months of tenancy
and every 6 months thereafter. You will be invited to attend these inspections but if you unable to
attend you will receive a full routine inspection report, including details of maintenance
requirements, suggested improvements, and at least 6 colour photographs of your property.

How do I pay my management fees?
We deduct your management fees on a monthly basis from your rental income prior to
disbursement. Your monthly statement will show all deductions.

What if my tenant doesn’t pay rent?
While in a perfect world all tenants would pay their rent on time, unfortunately this isn’t always
the case. We can, however, minimise the risk through careful tenant selection, appropriate
education and an aggressive arrears procedure. Our zero tolerance arrears policy takes effect
when a tenant is just 2 days overdue on their rent.

Do I need insurance?
Yes. You are responsible for building and fixed contents insurance. We also highly recommend you
also take out Landlord Protection Insurance (see our ‘Landlord’s Insurance’ page in this guide).
Premiums are fully tax deductible. Tenants are responsible for insuring their own contents.

How much will it cost for you to manage my property?

We offer very competitive management fees, charged monthly and dependent on your rental
amount. For detailed information about our fee structure or a FREE rental appraisal, please speak
to our team on 9821 0118.

… RESOLVING ISSUES WITHOUT DELAY

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