Any property management agency can claim to be “good”, however this can be subjective and many agencies may not have clearly defined and measurable targets they use to define success. After all, if you don’t know what your target looks like, how will you know when you hit it?

In our experience, the best way to be sure we’re proving an Excellent service to both owners and tenants, is to track and measure our performance. The devil really is in the detail when it comes to performance measurement, that’s why we track and measure almost everything we can to ensure we’re always delivering an Excellent Service.

We know there are 5 critical areas to focus on to maximise investment returns for our owners and to ensure tenant satisfaction and security.

Our Five Key Measurements

 Total Number of Vacant Properties

1st Measurement

We know that vacancies are the number one killer of income for your investment property. We aim to have less than 2% (on average, below 7 days vacant per year) of our properties at any given time of the year resulting in more money for you.

This metric reflects how quickly and efficiently your property manager can rent your property from marketing the property to having a lease signed and the bond and rent paid.

Do you have a vacant property and want to know why it may not be renting? Click here.

Total Number of Properties with Rent Arrears

2nd Measurement

Mismanaged rental arrears can result in months of lost rent for you so we know that it’s paramount that we keep right on top of this and it starts with being proactive and educating your tenant.

Before we move someone into your property, we explain to them when and how rent needs to be paid and when. We then make sure the tenants understand what will happen if they don’t pay their rent.

By tracking, contacting and actioning arrears daily, we’re able to minimise our properties with rental arrears and ensure your rent is being delivered to you on time.

We aim to keep this figure below 1% of all tenants.

Total Number of Properties not on Fixed Term Lease Agreement

3rd Measurement

Having a fixed term lease in place, is like the difference between having a full time job as opposed to casual. With a full-time job (or a fixed-term lease), your income is secured and you know the timeframe in which you can expect to receive rental income.

If your property manager allows a fixed-term lease to expire without action, your tenant’s lease will automatically become a ‘period lease’. This means, at any time, the tenant can leave with only two weeks’ notice. This can result in sudden and unexpected re-letting expenses and, potentially, weeks of lost income.

By simply measuring the number of leases due to expire and the number of tenants who aren’t currently on a fixed term lease we are able to act quickly and accordingly on your behalf to prevent you from having an unplanned vacancy.

We aim to keep this figure below 5% of all tenants.

Total Number of Overdue Maintenance Requests

4th Measurement

We know the biggest complaint amongst tenants is when genuine maintenance requests are not actioned quickly and efficiently. This can also result in your tenant not paying rent, asking for compensating or simply vacating at the end of their tenancy.

This is why we measure our progress in how quickly a genuine request is allocated to a tradesman and how quickly the tradesman attends and completes the maintenance.

We aim to have allocated any genuine maintenance request within 3 days of receiving the request and we hold our tradesman accountable to completing the work within 14 days from when they receive our work order (with the exception of emergency maintenance).

Want to more about how we handle maintenance on your property? Click here.

Customer Loyalty and Satisfaction

5th Measurement

We know we need to provide you with results, however we also need to make sure you’re satisfied with our process of achieving them. If you’re not happy, we’re not fulfilling our purpose.

We use a Customer Satisfaction Survey method called ‘Net Promotor Score’. This way, we can obtain feedback on our processes and ensure we’re keeping you and your tenants happy.

We publish these statistics every month on our website and newsletters.

We also measure plenty of other statistics such as the percentage of tenants who renew their lease, the percentage of rent increases we’re able to achieve and much more.

If you would like a copy of our current statistics, request them here.

Excellence Property Management Blog Post. Townsville Property Management

Why Routine Inspections Are So Important

The purpose of conducting Routine Inspections on your property is to ensure the tenant are maintaining their obligations of their lease to looking after the property, keeping it clean and well maintained so without them, you’re very much in the dark and this could be costing you money!

Townsville Vacancies. Townsville Property Management. Excellence Property Management

Townsville’s Vacancy Rate Slowly Recovering

Are you thinking about renting out your property but have been scared with reports of the Townsville Vacancy Rate Skyrocketing?

Excellence Property Management Blog Post. Townsville Property Management

Why Having the Right Landlords Insurance Will Save You Thousands

Landlords Insurance IS NOT Home and Contents Insurance and most Home and Contents Insurance Policies DO NOT have adequate landlord insurance coverage which means they will not cover you for lost rent or damage caused by your tenant.

Townsville Property Management. The top 8 features tenants seek out in rental properties

The Top 8 Features Tenants Seek Out In Rental Properties!

Are you thinking of renovating soon or just curious as to what tenants are looking for in this day and age?

Excellence Property Management Blog Post. Townsville Property Management

Pets – Should You Or Shouldn’t You?

We often get asked by landlords about whether we think they should accept pets on their property and the answer to this questions is always, how is this likely to affect your return on investment?

Excellence Property Management Blog Post. Townsville Property Management

How To Get Your Property ‘Ready’ For Cyclone Season

Due to the warm and tropical weather in Townsville, we’re very prone to being the target of Cyclones and they traditionally occur between November and March.

Excellence Property Management Blog Post. Townsville Property Mangement

How The Presentation of Your Property Effects Your Bottom Line

Did you know that a well presented property will achieve a significantly better return on investment?

Excellence Property Management blog post. Townsville Property Management

How To Choose The Right Property Manager For YOU

You might be frustrated with your existing agent and looking for a change OR you’re renting your property out for the first time and you need to choose a Property Manager… either way, how do you know who is right for you?

Excellence Property Management blog post. Townsville Property Mangement

The Secret to Renting a Vacant Property in a Difficult Market

Because we’re experts, we want to share with you our 4 secrets to getting your property rented in a difficult market for the best price, to the best tenant in the shortest possible time.

Excellence Property Management. Property Management Townsville blog post.

Learn How To Budget For An Investment Property

Thinking of up-sizing, making a lifestyle change or purchasing an investment property but don’t know if you can afford it?

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