Renting Adelaide

Service Excellence Standards and Guarantee 

1. Marketing your Property for Lease 
a) We will place a listing for your property on all the real estate websites that we subscribe to and each listing will include at least 3 photographic images of the property.  
b) Your property will be accurately described and advertised (as mutually agreed between us).  
c) We will conduct an unlimited number of private viewings of your property until the property is leased (subject to access provided to us by any current occupant).  
d) All property viewings will be carried out by one of our representatives (we do not give out keys to prospective tenants).  
e) We will update you on the status of your available property each week until such time as the property is leased.  

2. Leasing your Property
 
a) All information and references provided by tenancy applicants will be verified by us within 24 hours of receipt.  
b) Unless you instruct otherwise, all potentially suitable tenancy applications will be referred to you for a decision. 
c) 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.

3. Rent Collection  

a) We have a zero tolerance rent arrears policy.  
b) We will follow up all rent payments in accordance with our fully documented arrears process and the requirements of the relevant legislation.  
c) Should your tenant get to 16 days in arrears, we will issue the required forms as soon as practicable to terminate the agreement unless you instruct otherwise. 
d) Should termination of the tenancy be necessary, we will keep you informed throughout the legal process. You will be advised within 1 working day of rent arrears having been paid by the tenant.

4. Rent Monies  

a) All monies received by us will be banked into your nominated bank account at least once per month. 

5. Repairs and Maintenance  

a) All “non-urgent” repair requests from tenants will be actioned within 7 working days of receipt from the tenant.  
b) We will action any "urgent" repair requests within 4 hours of receipt from the tenant in order to avoid any such matters resulting in potential escalation.
c) We will only use appropriately licensed and insured tradespeople for any repairs or maintenance work to your property.  

6. Tenancy Agreement Renewals  
a) We will review the tenancy agreement for your property at least 28 days prior to it's expiry upon receipt of your instructions.  
b) We will advise you immediately upon advice from the tenant if they do not intend on renewing their agreement.  

7. Periodic Inspections  
a) We will provide a detailed written report of your property following a scheduled routine inspection and provide you photos where possible showing this detail.

8. Vacating  

a) On receipt of a vacating notice, we will:  
- advise you by phone, fax, email or post
- confirm the details in writing to both you and the tenant  
- list the property on our website & put the agreed advertising plan into effect as required  
- arrange access for viewings by prospective tenants.  
b) After the tenant vacates the property: we will
- process the tenant's rental bond refund within 30 working days  
- if deductions from the rental bond are considered necessary, full details will be provided to both you and the tenant upon request 
 
9. Property Outgoings & Rent Statements  
All agreed property outgoings will be paid on your behalf prior to the due date (subject to the availability of funds).
Your Rent Statement will be issued to you within 24 hours of any payment of funds, and accessible to you online 24/7 ongoing.  

10. General Communication  
Our normal office operating hours are 10:00am -4.00pm Monday - Friday.
We will respond to:  
- telephone messages within 12 business hours  
- email within 24 hours 
 
11. Complaints  
a) Tenant's complaints received in writing (i.e. fax, letter, email) will be acknowledged within 1 working day  
b) All written complaints will be formally recorded and responded to within 7 working days.  

12. Documentation  
a) We will provide all documentation in clear and concise English.  
b) We will ensure that all documentation is accurate and complete. 
c) All property condition reports will be comprehensively and accurately completed.  
d) Copies of all documents that we sign on your behalf as agent will be available to you as you require. 

13. Personal Information  
a) All personal information will be held in the strictest confidence and will not be released to a third party without written authorisation.  
b) All updates and corrections advised to us will be recorded in our system within 1 working day.  

14. Professional Standards  
a) 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 South Australia.  

15. Guarantee  
a) If we fail to meet any of these standards, one month's management fee of the property will be provided to you, free of charge. 
b) This Guarantee does not apply when:  
- We are requested to carry out non-standard duties or  
- Matters are outside our control. For example, a natural disaster, accident etc.