Doyle Spillane Service Guarantee

The Doyle Spillane Difference

Our Guarantee to all Landlord Clients

We are so confident in our systems and service that we're prepared to back our expertise with a MONEY BACK GUARANTEE.

If you are not 100% satisfied with our level of property management service in the first three months of our agreement, we will manage your property for the next three months for FREE.

*Please note: NOTE: Our customer service guarantee does not apply when we are requested to carry out non-standard duties, or when matters are outside our control e.g. a natural disaster or accident.

Property Management Customer Service Standards for Landlord Clients

Appointments

• We will arrive before the time specified for any appointment.
• For any delay created beyond our control, we will ring and advise prior to the agreed appointment time.

Communication

Office hours are 8.30am – 5.30pm Monday to Friday and 8.30 - 5.00pm Saturday

We will respond to:

  • telephone messages - within 4 hours
  • email - within 24 hours
  • fax - within 24 hours
  • mail - within 48 hours
  • When your property is available for lease we will update you with feedback on the leasing at least twice per week until leased.

Documentation

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

Periodic Inspections

• We carry out periodic inspections three months after the tenants move in and then six monthly - providing you with a detailed report which includes photographs.

Personal Information

• In accordance with our documented Privacy Policy, all personal information will be held in the strictest confidence and will not be released to a third party without your written authorisation.
• Any updates or corrections to your account with Doyle Spillane will be recorded in our system immediately upon us receiving written notification.

Marketing of Rental Properties

• We will erect a "For Lease" sign on the property as soon as the listing is confirmed (subject to any necessary approvals).
• We will place the property on our website within one working day of listing confirmation (subject to photographic requirements).

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 Australia and our property management Policies and Procedures Manual.

Rent Arrears

We will follow up all rent payments in accordance with our documented and unique arrears process, and the requirements of the Residential Tenancies Act.

  • Your Property Manager will advise you immediately should your tenant ever fall 11 days in arrears.

Rent Monies

  • All monies received by us will be banked into your nominated bank account, or posted by cheque to you within one working day of our monthly close off dates.

Repairs and Maintenance

  • All routine repair requests will be attended to within two working days.
  • All urgent repairs will be arranged within 4 hours.
  • All reasonable steps will be taken to obtain the best pricing for repairs and maintenance.

Tenant Selection

We will verify all information provided to us by prospective tenants and carry out a search on Trading Reference Australia (TRA) database.

Processing of Tenancy Applications

• Tenancy applications will be thoroughly checked and the outcome communicated to both you and the tenant within 24 hours of receipt.

Vacating

On receipt of notice, we will:

  • Advise you by phone, fax or email.
  • Acknowledge the notice in writing to both you and the tenant.
  • Advertise immediately on our website and implement the agreed advertising schedule.
  • Prepare all required vacating documents.
  • Arrange access for viewings by prospective tenants.
  • We will carry out a pre-vacating inspection and advise you of the outcome.

After vacating, we will:

  • Inspect the property and within four working days finalise the tenant's rental bond.
  • If deductions are required, a detailed breakdown will be provided to both you and the tenant.

Accounts and Statements

  • All authorised property outgoings will be paid on your behalf prior to the due date (subject to the availability of funds).