Landlord Information

Why choose Rentwest...

• We use high impact, innovative marketing to find tenants quickly.
• We take great care to select the right tenant using a comprehensive
• 4 stage screening process.
• We are committed to providing a level of service unmatched in the industry.
• We use a team of professionals who are experienced specialists to manage your investment.
• We use fully documented, detailed policies and procedures to ensure consistently great service.
• We communicate with you regularly keeping you fully informed on all important matters relating to the leasing and management of your property.
• We ensure your rental income is maximised by constantly assessing market rental values.
• We have highly effective systems to minimise rental arrears.
• We can assist with highly competitive, comprehensive insurance cover for your property.

Marketing your Property for Lease

• We will erect a “For Lease” sign on your property within 2 working days of listing (if signs are permitted).
• We will place a listing for your property on all real estate websites that we subscribe to and each listing will include at least 3 photographic images of the property.
• Your property will be featured and advertised in the newspaper (as mutually agreed between us).
• We will conduct an unlimited number of private viewings of your property and when appropriate “Open for Inspections” until the property is leased (subject to access provided to us by any current occupant).
• All property viewings will be carried out by one of our representatives (we do not give out keys to prospective tenants).
• We will keep you updated on the status of your available property.

Customer Service Standards and Guarantee

Leasing your Property

• All information and references provided by tenancy applicants will be verified by us within 1 working day of receipt and all tenancy applications will be screened on the national tenancy databases that we subscribe to.
• Unless you instruct otherwise, all potentially suitable tenancy applications will be referred to you for a decision.
• We will lease your property for the rental amount nominated in the Management Agency Agreement between us (or higher if the market justifies it) and the property will not be leased for a lower amount without your prior approval.
• Subject to the tenancy commencement date and the tenant’s availability, we will prepare the tenancy documentation within 2 working days of tenancy approval.

Rent Collection

• We have a zero tolerance rent arrears policy.
• We will follow up all rent payments in accordance with:
• • our fully documented arrears process, and
  • the requirements of the relevant legislation
• Should your tenant not respond to our arrears control, we will contact you seeking your instructions regarding the possible termination of the tenancy and keep you informed throughout the legal process.
• You will be advised within 1 working day of rent arrears having been paid by the tenant.

Rent Statements

Your monthly Rent Statement will be sent to you within 24 hours of our monthly close off date.

All monies received by us will be banked into your nominated bank account immediately after our monthly close off date.

Your Rent Statement will be personally checked by your Property Manager prior to being forwarded to you.

All agreed property outgoings will be paid on your behalf (subject to the availability of funds) and if we do not have sufficient funds, we will contact you for instructions.

We will provide you with an accurate Annual Income and Expenditure Statement within 30 days of the end of the Financial Year (where requested).

Customer Service Standards and Guarantee

Repairs and Maintenance

All non urgent repairs from tenants will be attended to within

2 workings days of receipt.

We will not arrange for any repairs to your property without your knowledge and approval (unless the repair is defined as “urgent” under the Residential Tenancy Act).

We will attend to any “urgent” repair requests within 4 hours of receipt wherever possible.

We will only use appropriately licensed and insured tradespeople for any repairs or maintenance work to your property.

We will provide you with a copy of invoices for all work arranged on your behalf for the property.

Property Condition Report

We provide a comprehensive detailed report on the condition of your property prior to the tenant moving in and this report is reviewed and updated for each tenancy.

We take a full set of digital colour photographs of the original condition of your property prior to each tenancy.

Periodic Inspections

We will carry out at least 4 periodic inspections of your property each year and will provide you with a detailed report each time, including a recommendation of future rent reviews.

Tenancy Agreement Renewals

We will review the tenancy agreement for your property 30 days prior to its expiry.

After contacting you for instructions, we will offer the tenant a renewal of tenancy agreement for the same period as the initial agreement at the same rent (or a higher rent if the market justifies it).

You will be advised if the tenant does not want to renew their tenancy agreement.

Customer Service Standards and Guarantee

Vacating Tenants

On receipt of vacating notice, we will:

• advise you by phone, fax or email
• confirm the details in writing to both you and the tenant
• list the property on our website and put the agreed advertising plan into effect as soon as practicable
• prepare all necessary vacating documentation
• arrange access for viewings by prospective tenants

After the tenant vacates the property:

• we will process the tenant’s rental bond refund within 4 working days
• where deductions from the rental bond are considered necessary, full details will be provided to both you and the tenant
• we will complete all necessary documentation to finalise the rental bond within a further 2 working days
• we will update the property condition report ready for a new tenant
• we will take updated photographs of the property

Office Hours

• 8.30am – 5.00pm Monday to Friday and
• 9.00am – 12 noon on Saturday.
Wherever possible we will respond to:
• telephone messages within 4 hours
• email within 24 hours
• fax within 24 hours
• mail within 48 hours

Complaints

Tenant’s complaints received in writing will be acknowledged within 1 working day. All complaints will be formally recorded and responded to within 2 working days.

The Director of Rentwest, Suzanne Brown is always available to assist in complaint resolution.

Documentation

We will provide all documentation in clear and concise English and ensure that all documentation is accurate and complete.

Copies of all documents that we sign on your behalf as agents will be forwarded to you (unless you instruct otherwise).

Customer Service Standards and Guarantee

Personal Information

All personal information will be held in the strictest confidence and will not be released to any third party without written authorisation (unless legally required by statutory authorities).

Professional Standards

The highest standards of honesty, integrity and professional practice will be conducted in compliance with the Code of Conduct of the Real Estate Institute of Western Australia.

We are members of REIWA (Real Estate Institute of Western Australia),

AUSNET (Australian Network of Independent Agents) and CCI (Chamber of Commerce and Industry).

All staff receive continual professional development and training opportunities to ensure they remain at the forefront of their industry

Peace of Mind Guarantee

If we fail to meet any of these standards, we will refund your management fees for that month in full. All that we ask is that you let us know immediately and offer us a chance to rectify the problem.

Should you advise us in writing of a matter whereby we have failed to perform our obligations and this matter is not rectified within

28 days we allow you to terminate your Managing Agent’s Agreement with our office.

This guarantee does not apply when:

• We are requested to carry out non-standard duties
• Matters are outside our control, eg a natural disaster or accident