Our high standards of client service are guided by real estate industry Codes of Practice, but to give them complete relevance to our company and to our focus on property management, Highlands Property has documented a set of measurable standards that we guarantee to deliver on for our landlord clients.
Personal Attention
We will give you a primary point of contact, your Property Manager, who will have full knowledge of all matters relating to your property. That Property Manager will have support from other team members whenever necessary, specifically with some of the specialist or delegated functions in the overall property management task.
Communication
You can access much up to the minute information about your property from our secure website 24 hours a day 7 days a week.
If your Property Manager is unavailable in business hours, and you leave a message, it will be attended to within 4 business hours. Email messages to your Property Manager, will be responded to within one business day. If the need arises, a member of the team will be available to clients by phone after hours, 7 days a week.
Leasing
Your Property Manager or our Leasing Consultant will communicate with you at least once a week during any period that we are seeking a new tenant.
A member of our property management team will have personally met any recommended prospective tenant, and your Property Manager will discuss with you the decision to approve any such tenant.
Paperwork
We will not make a mistake that affects your financial return in the preparation of any key document needed for the correct and effective management of your property.
We will keep record of all significant events and transactions affecting your property.
Inspections
We will thoroughly inspect and document the condition of your property at the beginning and end of each tenancy, and will conduct and report to you about interim inspections at least twice a year.
Maintenance
We will not carry out any maintenance on your property without your knowledge and consent, unless the repair is legally defined as urgent, or the cost falls below any expenditure limit you have determined.
Property Outgoings
We will pay all outgoings you have asked us to pay on your behalf on time, subject to the availability of funds.
Rent Collection
We will use the most efficient systems available to collect rent. In the event your tenant fails to pay rent on time we will pursue the rent arrears with the maximum speed and pressure the law will allow.
Owners Funds
We will deposit all funds due to you at the end of each month into your nominated bank account within one business day of our monthly close off.
Privacy
All personal information will be held in the strictest confidence and will not be released to any third party without written authorisation, or as required by law.
Professional Standards
The highest standards of honesty, integrity and professional practice will be maintained in compliance with the Codes of Practice of the Real Estate Institute of Australia and Leading Property Managers of Australia.