Property Management Services Pack

Nerang

The more experience, knowledge and skills our people have, the better the outcome for our clients Our people know all the latest laws and legislation through regular training with the Real Estate Institute of Queensland and SEQA, the Specialist Corporate Academy through First National, Australia’s largest Real Estate Network with over 500 offices nationally.

We are NOT JUST RENT COLLECTORS; we are a total asset management service.

We employ full time marketing specialists, giving you affordable access to leading-edge technology and genuinely creative, effective advertising and marketing.

These include:• 8leadinginternetwebsites• Weeklyemailbulletintoover4000database clients and customers• Weeklyclassifiedadvertisingtoa60,000readership• Weeklyreferralsbetween500FirstNational offices Australia wide• LandmarkhightrafficCBDofficelocation

High volume enquiries mean MINIMUM VACANCY periods and better quality tenants.

Your Asset is never out of our care. We conduct both open home and private viewings by appointment. KEYS are NEVER HANDED OUT to anyone other thancertified, insured and approved company trades people.

Finding the RIGHT TENANT for you ASAP is always our FIRST PRIORITY.

ALL applications are strictly in writing, requiring100 point checks plus photo ID, proof of income,employment, past tenancy and personal references and more. They are thoroughly checked and screened throughtheNationalTenancyDatabase(TICA)

If it passes the screening process, we CONTACT YOU,ourclient.Evenifwemakerecommendationseitherway,YOUalwayshaveTHEFINALSAY. Even with a fully signed lease, the tenant NEVER GETS ACCESS to the property until the four week bond and two weeks rent in advance is paid with cleared funds.

Routine Inspections are carried out 6 weeks intothe tenancy to ensure that any initial problems are identified and rectified early.

Thereafter inspections are carried out every 4months, with a written report sent to you including photos of any repair or maintenance items needing attention and comments on the condition and tenants care for the property. An absolutely FREE additional service You have peace of mind knowing your property is NOT FORGOTTEN by us after it’s rented. We keep a good eye on the way tenants care for your asset.

Arrears are followedupDAILYnotweekly.Oncetheyreach4daysinarrears,thetenantsareadvisedby SMS and daily calls until paid. By the 7th day,contact continues but a notice toRemedy Breachand notices to leave are promptly issued at the requiredlegislatedperiodswithoutfearorfavor.

TomakeaLandlordProtection Insuranceclaim, itneeds to be clearly evident that these notices were promptly issued when they fell due.

Every effort is made to ensure there is the least disruption to your rental income stream.

All rent received is disbursed to your elected account electronically after the first business day of eachmonthorfortnightly(midmonth)ifyouprefer.All accounting, maintenance, owner and tenant history is managed by the latest and state of the art property management software.

To make it easier for tenants to pay, we offer numerous payment options including B-PAY anddirect debit. You have flexibility with your preferred payment frequency and prompt lodgement that you can rely upon.

Priortoeachleaserenewalornewleaseperiod,wereassess the market rental value, in consultation with youfirst.Updatedpropertymarketvalueappraisalsarealsoconductedonrequestatnocharge.

We make sure you are always receiving the maximum return on your investment.

As an Accredited Quality Assured - Best PracticeCompany, all service provisions, systems, procedures and processes of the business operation are annually assessed by independent consultants to determine compliance with ISO 9001 Quality Assurance Standards.

You know that your investment is in good hands, managed to a structured plan and cared for under a strictly controlled process.

You have the right to expect and get the highest standard of care and attention for your investment property AND a positive stress free experience -that’s what great service is all about!

You have 100% unconditional “hire and fire” control throughout the

entire management period... NOW THAT’S A GUARANTEE!

10 Service Guaranteed- in Writing!

9 International Business Practices

6 Rent Arrears Management

4 The Right Tenants

1 Trained Professionals

2 The Marketing Edge

3 Showing Your Property

5 Ongoing Care for Your Asset

7 Flexible Payment Options

8 Maximum Rent Returns

good reasons...to choose the First National NerangAsset Management Team

nfn. com.au

(07) 5596 0055

NERNER_0010

Welcome to your Asset Managment Team

Nerang

18 Years of Service to our Local CommunityNerang First National was established in 1992 by Principal and Managing Director, Mike Gray.Today, it is the leading agency in Carrara, Nerang and the Gold Coast Hinterland and one of the top 10 First National offices in QueenslandThe minute you set foot inside the office doors it’s easy to see why.Everything from the way the office is presented, to how you are greeted and the overall experience you have is so very different from a conventional real estate agency.It’s all about that old fashioned and long forgotten philosophy of truly “serving” your client and customer.

During the early 80’s when Mike began his real estate career, he recognised why public sentiment of the real estate industry was so low.Poor service, little if any training and outdated business practices were the norm for most practices.With that, Mike opened First National Nerang, with the aim of creating a specialist agency that provides a standard of service and communication second-to-none with skilled professionals genuinely committed to making buying, selling and renting a positive experience. The team rapidly forged its reputation as a dynamic agency, but it was only the beginning. The team has continued to lift the performance bar. The company has consistently been recognised by the Real Estate Institute of Queensland (REIQ) and Australia (REIA) as on of the leading agencies in the state, endorsed as:

• REIA Australian Agency of the Year 2010

• REIQ Queensland Agency of the Year 2000, 2009, 2010

• REIQ Gold Coast Agency of the Year 2001, 2002, 2003, 2004

Our Mission StatementTo ensure that dealing with Nerang First National is always a positive and memorable experience for every client and customer, beyond their expectation ~ earning their loyalty, confidence and future business as clients for life

Quality Assurance: What Is It and How Do You Benefit? Several years ago, the company took a unique step in agency practices to further ensure that the best interests of all its clients are consistently handled skillfully, proficiently and professionally at all times. It achieved Best Practice Accreditation. This requires all service provisions, systems, procedures and processes of the business operation to be in writing and rigorously assessed by independent Quality Assurance consultant’s to determine compliance with ISO 9001 Quality Assurance Standards.This means the business is in a constant state of review as we measure and monitor the effectiveness and proficiency of the business operation. If an aspect of our property management is not as good as can be, then we change it.You know that your investment is in good hands, managed to a structured plan and cared for under a strictly controlled process

Absolute Written Guarantee of ServicesReal Estate is an “essential service” industry, a profession entrusted with the primary wealth of the community, a responsibility we take very seriously. You have the right to expect and get the highest standard of care and attention for your investment property and for it to be a positive stress-free

“You have the right to expect and get the highest level

of service for your property”

“Many companies simply pay lip service

to their mission statement and

nothing is ever done about it”

“Our people really do ‘walk the talk’.

I suppose that’s one of the reasons we are

one of this state’s leading agencies”

Mike Gray Managing Director

Principal

“We aren’t just rent collectors, we offer

a total Property Management

service”

experience - that’s what “great service” is all about!That’s why we give 100% and that’s why more than 70% of our new business is by way of referrals from delighted clients and customers. All of our investment property management services and performance commitments are backed by a Guarantee in Writing This gives our clients total peace of mind knowing that they have unconditional “hire and fire” control throughout the entire management period.Now that’s a guarantee!

Trained ProfessionalsThe more knowledgeable our people, the better the results we produce for our clients. That’s why we invest very heavily in training all of our people. Within the Gold Coast Region our team is well renowned for its active participation in training and education.Our membership of the Real Estate Institute of Queensland and First National (Australia’s largest Real Estate Network with over 500 offices) - gives us another big advantage. Constant sharing of ideas, knowledge and expertise between members plus the many additional resources, training and education opportunities are invaluable to our ongoing professional development.More knowledge, more skills means better results for you.

Important Factors in Selecting a Property Management TeamOur people are well aware that the majority of investment property owners or “landlords” are not wealthy investors, they’re ordinary Australians with a plan for their future retirement and or family security.Most have a mortgage on their investment/s and are entirely dependant on the rent return from their investment to service that mortgage. But owners need a whole lot more from their agent than just the rent return. This guide is designed to explain the many services that we provide for our clients plus the processes and procedures which we strictly follow to care for our clients best interests.What’s more, you’re property is looked after by a personal team leader that’s fully aware of your unique needs, but - it’s a total team effort, so if anyone takes a vacation, the world doesn’t stop.The graph below is from an independent survey commissioned by First National Australia of what owners look for when choosing a property management team.

We are not just rent collectors, we are a total property management service.

Where We Source Our Approved TenantsProspective tenants use several information sources in their search for a suitable rental property. In addition to our highly prominent and high traffic office location, the First National Nerang marketing

Reputation13%

Commission & Fees12%

Honesty, Professionalism

& Reliability26%

Presentation & Attidtude

17%

Best Rent17%

Competence, Expertise &

Performance15%

websites in the world. You get the best possible internet saturation 24 hours a day.

2. Weekly Email Bulletin Many sellers are looking to rent after they sell. A data base of over 2500 current and future buyers, sellers, investors, landlords and tenants receive weekly information on all new properties for sale and available rentals. The “Weekly Property Bulletin” also includes the weeks price changes, properties sold, open homes, properties rented and more. We don’t wait for the market to come to us - we go to the market.

3. Classified Advertising Another cost effective medium, utilising the Gold Coast Bulletin with a 60,000 plus weekend readership. A popular traditional medium for generating volume tenant enquiries.

4. The First National Network If a good tenant or seller is moving to our area from anywhere in Australia and New Zealand, there’s a good chance that we’ll be called on to help them. Referrals between over 550 offices Nationwide are a regular source of good tenants.

5. Landmark Office Location The largest quality pictorial window display in the most prominent CBD location in the region. It’s rare for any person looking to rent localy to miss visiting our office or browsing our property display.

6. Audio Property Lists If a prospective tenant doesn’t have internet access or doesn’t have time to call in for a hard copy vacancy list - no problem! They can hear details of all available properties for rent 24 hours per day by simply phoning in for our daily updated prerecorded audio list It’s a great service for tenants and a great back up to ensure we don’t miss any opportunity to find a good tenant for you.

“High volume of enquiries, means

shorter vacany times and quality

tenants for your property”

programme ensures a broad marketing base to attract the largest possible volume of tenant enquiries.

High volume of enquiries, means shorter vacancy times and quality tenants for your property

The Marketing EdgeOur in-house marketing department employs full time marketing specialists. With extensive use of almost every form of leading-edge technology available, clients receive affordable access to creative and genuinely effective advertising and marketing.

First National Nerang provides many unique advantages in addition to print media advertising, some which include:

1. Eight Internet Websites Your property is widely promoted on all of the leading Australian property websites. The key sites being: realestate.com.au, rent.com.au homehound.com.au, firstnational.com.au and, our own high traffic website nfn.com.au 100% designed and managed inhouse and ranked in the top1% of independent

Websites53%

For Rent Signs2%

Newspaper Advertisements

12%

Office Profile28%

Other Reasons5%

Getting Started

Showing Your Property to Prospective TenantsThere is effectively two methods for conducting inspections of your property with prospective tenants.1. Open Homes

Depending on market demand and supply circumstances, we may elect to conduct an “Open Home” on select properties at set advertised times. Open Homes are always attended by a team member and secured once completed.

2. Private Viewings Once a prospective tenant is familiar with your property location and expresses an interest in inspecting, then an appointment will be made at a mutually suitable time with the prospective tenant and the property manager. KEYS are NEVER given out to anyone other than approved tradespeople. Inspections are always accompanied by a Property Manager and we do not take holding deposits.

Selecting the Right Tenant So we’ve received one or more applications to rent your property. Heres what happens next in strict compliance with our Best Practice procedures:1. Applications in Writing

Every application must be in writing on extensively detailed prescribed forms. All personal information on each individual intending to reside in the property must be provided.

“Referals between over

500 offices Nationwide

are a regular source of good

tenants”

2. Qualifying Applications As with the banks, each applicant must provide us with a 100 point check, photo ID, proof of income, proof of employment, proof of current address past tenancy reference and personal references.

3. The Screening Processes Once ALL the above information is received, each person is checked against the National Tenancy Database (TICA). All references are checked, employment and income confirmed, past tenancy agents contacted.

4. The Final Say If the application passes the screening process, we CONTACT YOU, our client, to go through the applicants credentials and explain the screening results. Although we may make recommendations, YOU HAVE THE FINAL SAY.

Approved TenantsOnce a tenant has been selected the following procedures occurs:

1. Initial Deposit Once a tenant is approved they are required to pay a holding deposit equal to one weeks rental.

2. The Tenancy Agreement Their obligations are fully explained to them and they enter into a Residential Tenancy Agreement which is a legal binding document. The Tenancy Agreement is a written contract between the landlord/agent and the tenant; it contains all of the necessary clauses and conditions and complies with the current Residential Tenancy Act.The lease ensures that the landlord and the tenant’s rights are fully protected within the scope of the law and meets all the requirements of the relevant legislation.

3. Accompanying DocumentsThe tenant is provided with

Remedy Breach and Notices to Leave are promptly issued at the required legislated periods without fear or favour.To succeed with a Landlord Insurance claim, the Landlord/Agent must be able to clearly demonstrate that these notices were issued when they fell due, so that any loss is minimised.Every effort is made to ensure there is the least disruption to your income stream.

Maintenance and Repairs All trades people provide us with declarations, proof of qualifications and proof of professional indemnity insurance and membership to the industry regulatory body.We do not ask trades people to pay a commission or kickback on work we place with them. This ensures your expenses are minimised.

Routine Inspections When a new tenant is placed into a property an inspection is carried out 6 weeks into the tenancy to ensure that if there are any initial problems they are rectified at that early stage. Thereafter inspections are carried out every 4 months and a written report is sent to you after every inspectionThe report includes photos of any repair or maintenance items needing attention and comments on the condition and tenants care for the property.You have peace of mind knowing that your property is not forgotten by us after it is tenanted. We keep a good eye on the way the tenant is looking after your property, so that there are no avoidable unpleasant surprises

Tenant of the Month A certificate for “Excellent Property Presentation” and payment history is awarded to the tenant of the month. Landlords are notified when the award is presented.We think it’s important to recognise good tenants. Appreciation shown for their care of your property encourages them to continue doing so.

Newsletters and Information First National Nerang produce hard copy monthly newsletters for both

an RTA Essential Terms and Conditions Booklet (17A) and our own Tenant information kit, to ensure that tare fully aware of their requirements and obligations during the tenancy. An entry condition report is also issued which they are required to complete. If it is not returned within 3 days of access, they may invalidate their right to avoid responsibility for any issues effecting the property that may have pre-existed.

4. Bond and AccessA BOND equal to 4 weeks rent PLUS a further one weeks rent in advance is in addition to the initial one week holding deposit must be FULLY PAIDThe bond is forwarded to the Residential Tenancy Authority (RTA) and the total of two weeks rent in advance is held in our Trust Account for end of month disbursement to the client. The RTA hold the bond for the duration of the lease term. Full bond is also required with Landlord Insurance Policies.

Even though all agreements and lease documents may be signed, the tenant WILL NOT HAVE ACCESS to the property until the full bond and two weeks rent in advance is with cleared funds

During the TenancyRent Arrears ManagementWe follow up arrears DAILY not weekly. As soon as rent is 4 days in arrears, the tenants receive an SMS advising them of this. If not paid before the 7th day, telephone contact is made. Notices to

“You have flexibility with your prefered

payment frequency and prompt

lodgement that you can rely upon”

landlords and tenants to keep everyone up to date on important legal and regulatory changes, a variety of relevant tips and ideas plus other interesting need to know articles and information.Landlords receive these with their monthly statement along with other regular email newsletters and bulletins for those that choose to subscribe. Keeping everyone continually informed of their rights and responsibilities makes for a better landlord/agent/tenant relationship

Rent Collection and PaymentRent payments are monitored daily and controlled under the guidelines of the Residential Tenancy Authority (RTA) where appropriate forms and procedures are undertaken if tenant default occurs. All accounting, maintenance, owner and tenant history is managed by the latest and state of the art property management software programmes.

We have numerous payment options for tenants including B-PAY, and direct bank debit. All rent received is directed to your ledger in our trust account and disbursed to your elected account electronically after the first business day of each month or fortnightly (mid month) if you prefer.You have flexibility with your preferred payment frequency and prompt lodgement that you can rely upon

Statements You recieve monthly statements with all credits, debits and expenses clearly shown PLUS and end of financial year summary statement for your accountant. We make sure that you get to claim every deductible expense possible

Vacating Tenants When tenants vacate, they are expected to leave your property similar to its condition when they moved in (minor wear and tear is taken into a consideration).Bond is not released until we

“We make sure you are always

receiving the maximum return on

your investment.”

are completely satisfied with the condition of the property after the tenant has vacated and we have carried out an Exit Condition Report (fair wear and tear is taken into consideration)

Rent Reviews and Market Value Appraisals Property value appraisals are also conducted on request at no charge.At the time of each lease new lease period either with the existing tenant or a new tenancy, we reassess the market rental value. This is done in consultation with you first.We make sure you are always receiving the maximum return on your investment.

As a Landlord: Your Rights, Options and Responsibilities Maintenance during the Tenancy A certain amount of wear and tear is unavoidable during a tenancy and we recommend a repairs and maintenance program which will ensure that your property continues to achieve maximum rental, attract quality tenants and suffer minimum vacancy periods. Consider the following guidelines and suggestions, some of which we can assist you to organise:

Budget to paint internally each 4 •to 6 years Re-Carpet every 8-10 years •Select good quality, hard wearing •carpets in a dark colour with quality underlayPaint throughout in a neutral •colour (not white) and use good quality washable paint. Clean gutters regularly.•Re-grout in kitchens and •bathrooms to freshen appearance Ensure that the property is •secure, including window locks and all door locks Have the exterior of the property •professionally washed down annually to freshen up the appearance and give a longer life to paint work. Have trees and hedges trimmed •on a regular basis.Initially one sets of keys to be •

Leslee Hall (LREA)Senior Property Manager

[email protected]

Debra BaumannProperty Manager

[email protected]

Kathryn Graham(LREA)Senior Property Manager

[email protected]

Emily WilliamsProperty Management

[email protected]

Our Team

Service Charges Management Fees • with Landlord Protection Insurance 3% of the rent collectedManagement Fee • without Landlord Protection Insurance 3.5% of the rent collectedRent Collection Fee • 5% of the rent collected plus GSTMonthly statement /administration fee • $5.00 per Statement plus GST Negotiation of lease renewal • $49.00 inclusive of GSTInitial Letting Commission • Equivalent to 1 weeks rent plus GSTAll Marketing and Promotion (except newspaper adverts) • At agents expense 4 Monthly Routine Inspections & Written Reports • At agents expense End Of Financial Year Statements for taxation returns • At agents expense

supplied to the property manager. Additional keys will be required for each person named on the lease.Any appliance/special • instructions to be in writing and supplied to the property manager.Notify your insurer that the • property is now a rental propertyDisconnect telephone and • electricityEnsure mandatory smoke alarms • and safety switches are installed

You may also like to consider the installation of the following items (if not already in place) .

Exhaust fans above stove top • and above the shower recessesDoor stops behind doors. • Antenna and possibly amplifier/• booster Door and window deadlocks

Swimming Pools If your property has a pool or spa you cannot by law rent out your property without a compliance certificate. If you don’t have one, we can help arrange this for you.

We also suggest that you include an annual pool audit as well as monthly pool maintenance.

The tenant would be responsible for the cost of chemicals required to keep the pool water in pristine condition. We would also recommend that we arrange to have the pool professional attend the property with new tenants to walk them through the care instructions for the

pool between the monthly visits.

Landlord InsuranceLandlord insurance is highly recommended. Please refer to the brochure provided in this folder. This insurance covers you for loss of rent if the tenants defaults, malicious damage and moreDespite the best systems and procedures the worst scenario must be considered and we offer this service for your peace of mind. Our clients have policies with Honans Insurance, giving security, peace of mind and less stress with their Investment.

Public/Legal liability insuranceAll landlords are required by law to hold public/legal liability for all tenanted premises.As managing agents we are required to hold a copy of thecurrent certificate of insurance.Annual Pest Spray and Termite inspections The property owner is required to have the property treated annually for pests: cockroach’s ants and spiders. In addition to this we strongly recommend that the property be inspected on an annual basis for termites by a licensed and qualified termite/pest inspection company

We look forward to the privilege of serving you!