What Should You Expect From a Property Manager?

1. Communication — With Guidance, Not Just Information

A property manager's role is to ensure that all parties understand their rights and obligations, and that the information needed to make a decision has been gathered and assessed.

For example, imagine a property manager discovers an unapproved pet at a property.

Simply emailing the owner and saying, "There is an unapproved pet at the property. What would you like to do?" is not enough.

That is narration, not effective property management.

Instead, the property manager should investigate the situation, explain the relevant tenancy position, outline the available options and risks, and provide a recommended path forward.

The same applies to maintenance.

If a door handle is broken, an owner should not simply receive an email saying, "The tenant says the door handle is broken. What do you want to do?"

A quality property manager should provide the relevant information, explain the urgency, if it is wear and tear or damage, identify the likely solution and, where appropriate, take action after researching and gathering the facts

You are paying for guidance and expertise — not just for someone to forward emails.

2. Tenant Selection Done Properly

Every property owner is different.

Some owners want significant input into tenant selection, while others prefer to leave the process largely to their property manager. Either approach can work.

What matters is that you know your property manager has properly assessed the application and considered the risks associated with the tenancy.

A good property manager should be able to clearly explain:

• Who the applicants are
• Their employment and income position
• Rental history and references
• Credit and background information, where appropriate and lawful
• Any potential risks or concerns
• Why they believe the applicants are a suitable fit for your property

You should feel confident that your property manager understands the tenancy, rather than simply selecting the first applicant who applies.

3. Maintenance Management and Forward Planning

If you own a rental property for 10 years, there will be maintenance.

The question is not if maintenance will be required, but whether it is being identified, planned for and managed properly.

A quality property manager should help guide the ongoing maintenance of your investment property.

This includes:

• Responding to urgent repairs
• Identifying routine maintenance
• Planning for upcoming work
• Monitoring the presentation of the property
• Managing compliance-related maintenance
• Advising when multiple quotes are appropriate
• Knowing when quick action is more important than obtaining several prices

There are times when an owner needs options and quotes. There are also times when something needs to be dealt with immediately — sometimes outside normal business hours.

That ability to assess urgency, manage contractors and take appropriate action is part of what you are paying for.

4. Thorough Property Inspections

Trust us when we say: there are inspections, and then there are inspections.

A quick walk through the property with a few photos is not necessarily quality property management.

A thorough inspection should be used to protect the property and identify issues early.

Depending on the property and tenancy, inspections should consider:

• General property condition
• Signs of damage or potential maintenance issues
• Wet areas, plumbing and potential water damage
• Ventilation and moisture concerns
• Routine maintenance requirements
• Heat pump servicing
• Chimney sweeping where applicable
• Gutter cleaning
• HRV or ventilation system servicing
• Smoke alarm requirements and records
• Healthy Homes compliance and documentation
• Whether previous maintenance has been completed
• Possible unauthorised pets or occupants, where reasonably identifiable
• Whether the property is being lived in in a way that could cause damage

These findings should be clearly photographed and reported.

However, identifying an issue is only part of the job.

A quality property manager should also follow up. That may involve arranging maintenance, issuing work orders, contacting the tenant, providing education, issuing notices where appropriate and checking that previous concerns have actually been resolved.

An inspection without effective follow-up is only half the job.

5. Active Rent Collection and Arrears Management

Rent collection should not be a passive process.

Arrears need to be monitored and actioned promptly. Depending on the situation, this may include:

• Daily monitoring
• Contacting the tenant
• Phone calls and follow-up
• Notices and formal action where required
• Property visits where appropriate
• Working towards a resolution before the arrears become a much larger problem

The earlier an issue is addressed, the more options there are to manage it.

6. Managing the Issues You Hope Never Happen

Property management involves much more than the day to day running of a tenancy.

Your property manager may also need to assist with:

• Water charges and water rates where applicable
• Insurance claims
• Tenant compensation matters
• Domestic violence-related tenancy issues
• Compliance requirements
• Disputes and tenancy concerns
• Unexpected maintenance and emergencies
• Re-letting a property
• Rent reviews and market rent assessments

These situations can be complex, time-sensitive and stressful. A professional property manager should understand the process, communicate clearly and guide you through your options.

7. Re-Letting and Setting the Right Market Rent

When a property becomes vacant, simply putting it online and waiting for applications is not a marketing strategy.

A quality property manager should consider:

• Current market conditions
• Comparable rental properties
• Tenant demand
• Pricing strategy
• The property's presentation
• Advertising and positioning
• How to attract the right tenant pool
• Whether improvements could increase appeal or rental income

Setting the right rent is about balancing return with tenant demand and minimising unnecessary vacancy.

The highest advertised rent is not always the best outcome if it results in a property sitting vacant for weeks.

Good Property Management Should Look Easy

The best property management often happens in the background.

As an owner, you may not see every phone call, follow-up, maintenance request, inspection review, contractor conversation, compliance check or tenant discussion.

And that is often the point.

A good property manager makes the process look easy.

But behind the scenes, quality property management requires knowledge, systems, communication, risk management, attention to detail and the ability to know when to act and when to seek further advice.

Are You Getting What You're Paying For?

Property management is about much more than collecting rent.

You should expect communication with guidance, careful tenant selection, proactive maintenance management, detailed inspections, active rent collection, support through complex situations and a clear strategy when it comes to protecting and maximising your investment.

If you are not receiving this level of service, it may be time to ask what your property management fee is actually paying for.

At Ted Property Management, we believe your investment deserves more than someone simply collecting the rent. Contact us today to find out what quality, investment-focused property management looks like.