Owner Central

Owner Central

Managing Your Property Like We Own It

Communicating Your Account Details

We email you a statement every week/month. As well as detailed information on all transactions for the period, your statement also contains your unique customer number for access 24 hours a day to the online Property Me Portal. This lets you monitor your properties and helps you keep firmly in control of your investment. You can also download all your previous statements from the portal.

Responding to Your Contact

If you’ve left a message for us or sent an email, we endeavor to return all phone calls and emails by the close of every business day and certainly by the next business day. To keep ourselves accountable, our guarantee to you is that all phone calls and emails are returned within 2 business days or we will pay you $100.

Communicating During Lease Renewals

As property managers, our goal is to maximize your annual return. We understand that when your property is vacant, this causes stress and during this time it’s important to keep communication open and possibly even more often.

  • If your property becomes vacant, we’ll communicate with you via telephone or email every Monday and Friday until your property is re-let. We want to keep you fully informed on all market activity and provide feedback from our advertising of your property. We’ll also let you know the cost of any advertising, letting fee, and other deductions from your account.
  • When we lease or renew the lease on your property, we’ll keep you informed. We’ll contact you with details of the new lease, any rental increase and other relevant information. We also like you to know how quickly we rented your property. And you’ll receive a signed copy of the new lease for your records.

Communicating After Routine Inspections

After we conduct a routine property inspection, you’ll receive an email summary of the outcome. We will also call you after every routine inspection and discuss the inspection, answer any questions and address any concerns.

The inspection will be graded from A – excellent to D – unacceptable. We’ll also provide notes of small items that may need future action. In addition, we’ll include a link to your online inspection report, where you can see all photos from the inspection. This gives you a much clearer picture of the state of your property. If there are any issues that require immediate action, we’ll discuss that with you. We believe maintenance should be proactive rather than reactive.

Communicating When Maintenance is Required

Our team will contact you if maintenance is required on your property. We’ll also keep you informed of the progress. When we have built trust with you, you may choose to authorize us to carry out necessary maintenance on your behalf. When we deduct funds from your account for any reason, we’ll ensure you know the amount that’s deducted and why. We will always keep you informed.

We believe strongly that the phone is for communicating and email is for confirmation. When there is an issue, we pick up the phone and discuss it with you.

How We Communicate With You

We follow a set of procedures for regular communication with you, so you know what to expect. This is subject to your instructions, but generally:

  • In the first instance, we always call you.
  • We try all available contact numbers, not just once but multiple times.
  • If you’re unavailable, we’ll leave a message and also follow up with an email.

After you have worked with us for a while you may even trust us to complete work on your behalf. In this situation, if you cannot be contacted or don’t respond to our messages (sometimes that happens) we’ll make a decision on your behalf and send you an email to let you know. You’ve employed us to manage your property and we can make decisions on your behalf – in line with your instructions – and keep you informed. This is our commitment to you.

What level of communication should you expect from your Property Manager?

Inspection

Entry Condition Reports

Before a tenant moves into your property, we complete a thorough report outlining the condition of the property. We need to set a baseline report so we can hold the tenants to account at the end of their tenancy. These reports aren’t just a couple of pages. Our standard Entry Condition Report is over 200 pages including hundreds of photos and comments. They detail the entire property so if the tenant moves out and there are issues, we can clearly determine whether they were present when the tenant moved in. This report is the main way we protect your property. If you would like to see an example, please contact our office.

Inspection

Routine inspections

We conduct routine inspections four times a year. They are essential in recording your property condition, ensuring the tenants are looking after everything, checking for any preventative maintenance and maintaining a strong relationship with your tenants.

After we conduct a routine property inspection, you’ll receive an email summary of the outcome. We will also call you after every routine inspection and discuss the inspection, answer any questions and address any concerns.

The inspection will be graded from A – excellent to D – unacceptable. We’ll also provide notes of small items that may need future action. In addition, we’ll include a link to your online inspection report, where you can see all photos from the inspection. This gives you a much clearer picture of the state of your property. If there are any issues that require immediate action, we’ll discuss that with you. We believe maintenance should be proactive rather than reactive.

Industry fact: Did you know the industry standard is to complete 8 routine inspections in a 2-hour time slot. When you factor in the driving time that’s less than 10 minutes per property! At Coral Sea we average 10 inspections per day. This allows us to spend up to an hour at the property when required to complete a full report, chat with your tenant and check for any possible maintenance.

Inspection

Pre-vacate inspection
(our secret to a good vacate inspection)

With over 20 years of industry experience, we know that most issues that come up during the vacate inspection are because of incorrect expectations or tenants just not realizing there’s an issue. So, we offer all tenants a free ‘pre-vacate inspection’. This is where we attend with them and walk through the property, checking the condition and providing information on anything that might have been missed. It’s not a full vacate inspection but allows us to help tenants with anything that’s been missed. This means that while they’re still at the property they can easily rectify them. When tenants use our pre-vacate service and our recommended bond cleaner, there’s less than a 1% recall rate. And even then, it’s usually something we just fix while we are there to save anyone the stress.

Inspection

Exit Reports

Exit reports are completed within 48 hours of the tenant returning the keys. They are the second critical part of ensuring your property is returned to the same condition as you left it. An exit report is like an Entry Condition Report and is completed in the same format. The difference is when completing the exit report, we attend with the Entry Condition Report and check for any differences. If we see a mark on a wall, we check the original report and if it is not there when the tenant moved in, we record it on the report. This process usually takes 3 hours per property. When we are back at the office, we will make notes on what the tenants need to go back and rectify. This could include cleaning window tracks, fixing a chipped tile or cleaning blinds. Once we have completed the report, we send your tenants a copy and arrange for anything on it to be fixed. We will also photograph and list anything we think you, as the owner, should be aware of. Common examples are carpet that is starting to fray or rusting around a hot water unit that we want to make sure you know about this.

Inspection

Maintenance inspections

When something goes wrong at your property it is stressful and can be expensive. If you were living there, it would be easy to identify and understand the problem and get it fixed. However, when you are renting your property you don’t usually have that ability. At Coral Sea Property, our maintenance system is designed to ensure genuine maintenance is understood and addressed in the most efficient way. We also work to educate our tenants to understand when maintenance isn’t genuine and how they can self-help.

We always need to fully understand maintenance before we can organize the correct trade and come up with a solution. Even with photos and discussions with tenants, sometimes the only way to fully understand the problem is to go to the property. In this case, we will complete a maintenance inspection at no cost to you. We will fully understand the problems and discuss it with our list of tradespeople. Once we understand the problem and have a solution or options, we’ll contact you. If you’re satisfied, we will arrange the work.

We also perform random audits of work completed by our tradespeople to make sure it’s a high standard of work. This is especially the case for more complicated work, or if one of our preferred tradespeople hasn’t been used, such as for an insurance job.

Inspection

Entry Condition Reports

Before a tenant moves into your property, we complete a thorough report outlining the condition of the property. We need to set a baseline report so we can hold the tenants to account at the end of their tenancy. These reports aren’t just a couple of pages. Our standard Entry Condition Report is over 200 pages including hundreds of photos and comments. They detail the entire property so if the tenant moves out and there are issues, we can clearly determine whether they were present when the tenant moved in. This report is the main way we protect your property. If you would like to see an example, please contact our office.

Inspection

Routine inspections

We conduct routine inspections four times a year. They are essential in recording your property condition, ensuring the tenants are looking after everything, checking for any preventative maintenance and maintaining a strong relationship with your tenants.

After we conduct a routine property inspection, you’ll receive an email summary of the outcome. We will also call you after every routine inspection and discuss the inspection, answer any questions and address any concerns.

The inspection will be graded from A – excellent to D – unacceptable. We’ll also provide notes of small items that may need future action. In addition, we’ll include a link to your online inspection report, where you can see all photos from the inspection. This gives you a much clearer picture of the state of your property. If there are any issues that require immediate action, we’ll discuss that with you. We believe maintenance should be proactive rather than reactive.

Industry fact: Did you know the industry standard is to complete 8 routine inspections in a 2-hour time slot. When you factor in the driving time that’s less than 10 minutes per property! At Coral Sea we average 10 inspections per day. This allows us to spend up to an hour at the property when required to complete a full report, chat with your tenant and check for any possible maintenance.

Inspection

Pre-vacate inspection
(our secret to a good vacate inspection)

With over 20 years of industry experience, we know that most issues that come up during the vacate inspection are because of incorrect expectations or tenants just not realizing there’s an issue. So, we offer all tenants a free ‘pre-vacate inspection’. This is where we attend with them and walk through the property, checking the condition and providing information on anything that might have been missed. It’s not a full vacate inspection but allows us to help tenants with anything that’s been missed. This means that while they’re still at the property they can easily rectify them. When tenants use our pre-vacate service and our recommended bond cleaner, there’s less than a 1% recall rate. And even then, it’s usually something we just fix while we are there to save anyone the stress.

Inspection

Exit Reports

Exit reports are completed within 48 hours of the tenant returning the keys. They are the second critical part of ensuring your property is returned to the same condition as you left it. An exit report is like an Entry Condition Report and is completed in the same format. The difference is when completing the exit report, we attend with the Entry Condition Report and check for any differences. If we see a mark on a wall, we check the original report and if it is not there when the tenant moved in, we record it on the report. This process usually takes 3 hours per property. When we are back at the office, we will make notes on what the tenants need to go back and rectify. This could include cleaning window tracks, fixing a chipped tile or cleaning blinds. Once we have completed the report, we send your tenants a copy and arrange for anything on it to be fixed. We will also photograph and list anything we think you, as the owner, should be aware of. Common examples are carpet that is starting to fray or rusting around a hot water unit that we want to make sure you know about this.

Inspection

Maintenance inspections

When something goes wrong at your property it is stressful and can be expensive. If you were living there, it would be easy to identify and understand the problem and get it fixed. However, when you are renting your property you don’t usually have that ability. At Coral Sea Property, our maintenance system is designed to ensure genuine maintenance is understood and addressed in the most efficient way. We also work to educate our tenants to understand when maintenance isn’t genuine and how they can self-help.

We always need to fully understand maintenance before we can organize the correct trade and come up with a solution. Even with photos and discussions with tenants, sometimes the only way to fully understand the problem is to go to the property. In this case, we will complete a maintenance inspection at no cost to you. We will fully understand the problems and discuss it with our list of tradespeople. Once we understand the problem and have a solution or options, we’ll contact you. If you’re satisfied, we will arrange the work.

We also perform random audits of work completed by our tradespeople to make sure it’s a high standard of work. This is especially the case for more complicated work, or if one of our preferred tradespeople hasn’t been used, such as for an insurance job.

Billing Mangement

End of Financial Year Statements

End of financial year statements Each year we complete an end of financial year statement. This is an accumulation of all your statements through the year. It saves you time and money by paying an accountant to complete this for you. The statement lists all your incoming funds from rent, incentives etc. It also lists your expenses broken up into different categories such as plumbing maintenance, management fees, electrical maintenance. We create these per property however if you have multiple properties can also combine them.

Monthly/Weekly Rental Statements

Each time you receive money we also email a statement. This allows you to see exactly where your money is going and what expenses you have incurred. Along with this statement is a copy of any invoices that were incurred that month, making tax time nice and easy.

Special Statements

Sometimes you may require a special statement or report from our agency. We are more than happy to facilitate any of these requests. Often these may be required by a bank or accountant. A common example is where banks require a report stating your tenants are up to date with their rent and we have no reason to believe they will default in the near future.