COMMUNICATION

Keeping You In The Loop

One of the most frequent complaints raised by owners in the property management industry is the lack of communication they receive from their Property Management Agency.

From not returning phone calls in a timely manner OR not providing accurate and genuine feedback when things arise with your property, owners are often left in the dark.

We combine our method and systems, with excellent people who are trained and educated in the industry to ensure you receive accurate, timely and genuine advice and service and this starts and ends with how we communicate with you.

What can you Expect

Our aim is to not only meet your expectations with responding to your email or phone call in a timely manner, we also aim to ensure our communication is proactive. This means, you shouldn’t have to contact us to find out what’s going on.

We aim to ensure that when we do speak to you, we’re informative and accurate and to provide expert advice so that you can make the right decisions about your property.

This does not mean we’re going to contact you every time your tenant sends us an email. Part of trusting us with the management of your property means that we need to be able to make decisions on your behalf in line with your instructions, however we will keep you informed along the way.

Here is a summary of what you can expect and when.

General Communication

We know that it is our responsibility to keep you informed, unless you have instructed us otherwise, in the first instance we will pick up the phone and the phone numbers you have provided to us.

If you’re unavailable (which is most often the case otherwise you wouldn’t have employed us) we will make a decision on your behalf if it is appropriate to do so and will send you an email to let you know what we have done.

This way, we can action what needs to be done but, you will know exactly what is happening and when.

Phone Call and Email Policy

We know that nothing is more frustrating than having to wait for information for days on end especially where your investment property is concerned.

If you call or send an email to us, we will respond within 1 business day, no excuses.

Rent Arrears

If for whatever reason, your tenant falls behind in their rent, we will notify you as a worst case within the first 3 days of them being in arrears.

We will let you know the important information and using our expertise, what we propose as an action plan to resolve the situation.

For more information about how we handle any rent arrears on your property, click here!

Maintenance

We receive many maintenance requests from tenants however, we know that they’re not always genuine and can sometimes be dealt with, without sending a tradesman to the property at your expense.

Once we have determined that a maintenance request is genuine, use our ‘General Communications’ policy to proceed thereafter.

If however, the maintenance is considered an emergency, in some cases we will need respond to the request immediately and then contact you afterwards depending on the severity of the issue.

For more information about how we handle maintenance on your property, click here!

Preventative Maintenance and Newsletters

We know that to be your trusted expert, we need to provide you with useful information throughout the year.

Each month we publish a newsletter with useful information about things we believe would be useful and informative for you.

As part of this, we will send you preventative maintenance offers and reminders (for example, getting the gutters cleaned and roof inspected before cyclone season).

Routine Inspections

We carry out routine inspections on your property a minimum of twice each year. Upon completion of each routine inspection, we will send you a photographic report of your property and each photo will be date and time stamped so you know, we definitely went through your property that day.

We will grade your tenant’s routine inspection from Excellent through to Unacceptable and will provide you with comments throughout the report on how your tenant is keeping the property.

For more information about how we handle this process, click here.

Financial Reporting

We know that having access to your financial information is important to you! That’s why, we deliver a detailed statement of any income and expenditure for your property for each reporting period. We can do this for you either twice or once monthly, whatever is more suitable for you. You will also receive access to copy of any invoices we have paid on your behalf.

And at tax time? Not a problem! We will provide you with a fully itemised financial yearly summary for any income and expenditure we have dealt with on your behalf. All you need to do is give this statement to your account and, tax done.

As part of our reporting service, you will also have 24/7 access to your information online. Click here to find out more!

When Your Property is Vacant

As soon as we know your property is going to becoming vacant, we contact you straight away to let you know.

During the process of us finding you a new Excellent Tenant, we know this time is stressful so we ramp up our communication with you to ensure you know what is happening and are comfortable with the process.

Feedback Calls – When your property is being advertised for a new tenant, we will call you at least once a week to give you an update.

Owner Reports – When your property is being advertised for a new tenant, you will receive at least 1 email each week with an update and advice on anything that needs to be done to help get your property rented faster!

For more information on how we get your property rented for the highest price but in the shortest time, click here!

When Your Tenant’s Lease is Due to Expire

We understand that it can also be equally as stressful when your tenants lease is coming up to expire as the outcome could result in a vacancy.

We start contacting your tenants at least 2 months before their lease expires to try to negotiate a new lease with them. You will also receive an email from us advising that their lease is coming up and will keep you informed throughout the process via phone and email until we know what the outcome is.

For more information on how we handle lease negotiations with your tenant, click here!

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Our Purpose

Our purpose is to provide property owners the assurance of Excellent Service in an industry where there is little to no accountability to the advice and service they receive. ‘Good’ is not good enough for you, and it’s not good enough for us.

Our Method

At Excellence Property Management, we combine our method and systems, with excellent people who are trained and educated in the industry to ensure you receive only candid advice and service. Click here to find out more!

Our Guarantees

We Specialise in EXCELLENT Residential Property Management. If we aren’t giving you an EXCELLENT service, you won’t pay!

Contact Details


Excellence Property Management
PO Box 425, Townsville, QLD, 4810
(07) 4408 8062
info@excellencepm.com.au