Owners Guide To Property Management
Established in 1994, Ray White
Bunbury is a successful, locally
owned and operated business by
Bunbury family Kevin and Lyn Kelly.
The Ray White Group have grown
to become the largest real estate
group in Australia.
Every Ray White client reaps the
benefits of our worldwide network
and our unwavering focus on
exceptional customer service.
24 Stirling Street, Bunbury, Western Australia 6230
P: 08 97 800 707 F: 08 97 800 708
E: email@example.com W: www.raywhitebunbury.com
4 Reputation and Recognition
5 Our Team – Managing Your Property
6 Our Service Guarantee
7 Keeping You Informed
8 Customer Service Standards
9 Safeguarding Your Investment
10-13 Frequently Asked Questions
14-16 Fee Schedule Explained
17 Marketing Your Property
20 What Happens Next?
21 Owners Checklist
22 Extra Services and Advice
23 Contact Us
Ray White Bunbury is well known throughout the area as a ‘best Our dedicated team have achieved the following:
2005 & 2006 Winner ‘Technology Award’
practice’ real estate agency offering quality services in sales and
2003 & 2004 Top 10 ‘Settled Commission’
property management. 2002 Winner ‘Best Presented Office’
1998, 1999 & 2000 Winner ‘Excellence in Marketing’
We are the leading office in your area. We make no secret that we’re not the cheapest in town, but
Our office has built a reputation for providing outstanding service.
we are proud to say that we are simply the best with our quality control systems, high professional
standards and ethical values.
Community and industry involvement is important to us, as are
After all, we have been getting it right for many years.
ethics and old fashioned values.
That’s why we keep winning the top awards for our Property Management Service.
2007 Finalist ‘REIWA Residential Property Manager of the Year’
2007 Finalist ‘REIWA Property Management Career Achievement Award’
2007 Nomination ‘realestate.com.au’s Agent of the Year’
2004 Winner ‘Property Manager of the Year Award’*
2003 Winner ‘Property Manager of the Year Award’*
*Within the Ray White WA Group
Total Property Centre
If you are considering investing in property, our office has been operating since 1994. Our
experienced and active team members are available to discuss your needs in any facet of real
Ray White Bunbury provides the following services – all under the one roof.
• Quality Property Management of your investment
• Sales appraisals
• Selling your property
• Purchase another property to expand your investment portfolio
• efinance or obtain finance – our buying power equals great finance packages
• Strata management
Whether it is sales, finance or property management – we cover it all.
Reputation and Recognition
Ray White Bunbury is a ‘best practice office’ in every regard Business Development
Our Business Development Managers continually researches all local rental prices, so that we are
– training, technology and commitment to high standards. able to obtain the highest possible price in today’s market.
They also personally conduct all rental appraisals and a personal presentation with you to explain
As a member of the Real Estate Institute of Western in detail the entire process involved in the successful marketing, letting and management of your
Australia, Ray White Bunbury is committed to the investment property.
highest ethical standards and practices.
At Ray White Bunbury we recognise the value of
personal service. Our clients can be assured of We understand that for you to receive the maximum return on your investment, vacancies must be
close working relationships with our qualified and kept to a minimum. Vacant and upcoming vacancies are shown 7 days a week, and we extend our
experienced Property Management Staff. All team viewing hours to accommodate prospective tenants who are working full time.
members attend structured and on-going development All tenancy applications are processed within 2 business days, and all applications are presented to
programs to ensure their knowledge and skills are the owner who has the final decision in placing the tenant.
always at the peak of the industry.
Ray White Bunbury is supported by a friendly team of
professionals and enthusiastic staff who are there to All of our property management staff are registered and experienced and receive ongoing training in
provide a wide range of facilities and services for you, all aspects of property management. Our Property Managers will attend to all ingoing, routine and
including Appraisals, Auctions, Property Management final inspections to ensure your investment is being well maintained and to check any maintenance
and Residential Sales and Developments. required.
With our commitment to deliver a high standard of Property Managers spend a large part of their day out of the office, therefore our administration
quality service, our dedicated staff will guarantee to staff are available in the office as back-up support. They are there to attend to incoming calls, and
provide you with the highest possible level of service for also to be on hand to assist our owners with any general enquiries they may have concerning the
all your Property Management requirements. To achieve management of their property.
this we sincerely believe that you, our clients are the
Maintaining the Trust Account
most valued asset.
Once your rent has been collected, it is administered through our registered and annually audited
For a free, no obligation rental appraisal of your home
trust account. We have a dedicated employee who maintains our trust account, paying selected
or investment property, please contact our Senior
accounts on our client’s behalf and invoicing any accounts where applicable to the tenant.
Property Manager to make an appointment.
Our trust account manager is also responsible for receipting rents, banking and reconciling the trust
Our team comprises of ‘experts’ in many different
account on a daily basis. Our end of period processing is also completed by the last working day of
specialised areas of Property Management. We
each calendar month.
guarantee to deliver a superior level of customer
service. Your Property Manager will collate your statement together with its supporting documentation to
check all transactions and to ensure accounts are being paid correctly on your behalf.
Our Team – Managing Your Property
Our Service Guarantee
Our Service Guarantee gives you 100% peace of mind.
If you are not completely satisfied within the first 3 months – we’ll refund the management fees.
We’re different to other agencies, we don’t give you empty promises, most likely forgotten after the
first 3 months. All we ask is that you let us know immediately and offer us a chance to rectify any
We give our Service Guarantee to you in writing, so we are all aware of the level of expectations. We
survey both our landlord clients and our tenants to continually improve our service.
Service Guarantee Our Service Guarantee also allows you to terminate your Managing Agent’s Agreement with our
office by giving 28 days notice in writing prior to the expiry date of the contract whereby:
• ou have advised us in writing of a matter whereby we have failed to perform our obligations and
• ithin a period of 28 days of having first been informed in writing of our failure, we have failed to
resolve the issue or perform that obligation.
This means that if you sign a 2 year contract with our company, and we should fail to perform our
obligations under the Managing Agent’s Authority, or fail to deliver on our quality service standards,
then you have the ability to end the agreement prior to the expiry date of the contract.
Our Service Guarantee ensures that you have nothing to lose, and everything to gain by entrusting
the management of your property to Ray White Bunbury.
Our Customer Service Guarantee does not apply in the following circumstances:
• Where we are requested to carry out non-standard duties
• Where matters are outside our control e.g.: a natural disaster or accident.
At Ray White Bunbury, we know what is truly important to you ...
Proud Members Of
profit, protection and communication at a fair price.
We’re not going to fill your head with empty promises ... or your statement with hidden costs. But
what we will do is open our files, invite you to examine our track record and let you make a decision
based on facts, not promises.
Ask the same of every agent on your ‘shopping list’ so you can compare ‘apples with apples’ to p l at i n u m m e m b e r
make an informed decision.
It will become crystal clear!
Our Service Guarantee
We understand that communication is the key to our relationship Weekly Follow Up Call
At Ray White Bunbury, we understand the importance of regular feedback to our owners. It is office
with you and whether it is good news or bad, policy to report back after each week’s advertising to all landlords. We relay the comments we
receive from prospective tenants in order to help you rent your property quicker.
we won’t keep it from you.
Applications Promptly Processed
We keep you updated with progress and activity relating We guarantee to process all applications for tenancy within two business days providing they are
to your property and tenants. fully completed by prospective tenants. All references are fully checked including the Tenancy
Database and 100 Point Identification checks.
Direct email and telephone access to your Property
Manager is a quick and efficient option available to you. Owner Approved Tenancy
After hours mobile service is available to handle any As soon as we have processed the Tenancy Application we will contact you to advise you of the full
emergencies promptly, providing your tenants with a details and outcome of all references and database checks. We will then seek your final approval
prompt service, 7 days a week. therefore ensuring complete peace of mind for you.
Appointments Complimentary Market Appraisal
We guarantee to keep all appointments and arrive no At your request, we will provide you with a complimentary market appraisal, therefore keeping you
later than the time specified in the appointment. Should regularly informed of the current equity levels of your investment. We will help you to achieve your
circumstances beyond our control prevent us from real estate goals.
keeping an appointment, we will always contact you
We will deal with enquiries, concerns or complaints you may have about our service promptly and
Ray White Bunbury will be open to receive calls during If you feel that an issue is not properly resolved, you may make immediate contact with the Senior
the hours of 8.30am – 5.00pm weekdays, and from Property Manager who will use their best endeavors to resolve the issue.
8.30am – 12.00pm on Saturdays. We guarantee to If the issue is then not resolved to your satisfaction, you may refer the matter to the Company’s
respond to all communication within the following time Principal for review.
Customer Service Systems & Procedures
• Telephone messages: 1 business day
• Email: 1 business day All of our Property Management and General Administration staff are fully trained and versed in our
• Facsimile: 2 business days Customer Service systems and procedures. We have a clearly documented procedure for all of our
• Mail: 4 business days staff to follow.
Customer concerns are properly recorded in a Customer Service Register, and all parties are kept
fully informed until the client’s concern has been fully resolved.
The Customer Service Register allows us to monitor and work towards continually improving our
service standards within our business.
Keeping You Informed
We start as we mean to end – thorough, educated, detailed, Repairs and Maintenance
We guarantee to attend to all routine repair requests within 48 hours and all urgent repairs within 4
timely, responsive and helpful. hours.
We make it economical for you to deal with us by guaranteeing that we will take all reasonable steps
Routine Inspections to obtain the best pricing option for repairs and maintenance.
We guarantee to inspect your property on a regular Personal Information
basis in accordance with your instructions and to
We value the personal information you give us and will take all reasonable precautions to prevent
forward you a detailed report, unless you instruct us
unauthorised access to that information.
We will not provide your personal information to any other organisation for marketing purposes.
We take care of your property’s maintenance and
repairs as if it were our own. The purpose of these We will, with your help, keep your personal information accurate, complete and up to date. We
inspections, are two-fold: guarantee to correct any error that you bring to our attention.
Firstly, to bring to your attention any immediate Professional Standards
maintenance needs and secondly, to inform you of any
We guarantee you the highest standards of honesty, integrity and professional practice by
preventative maintenance or refurbishment that may
conducting all our business dealings with you in full compliance with the Code of Ethics and Rules of
be beneficial. Owners can then forecast and budget
Practice of the Real Estate Institute of Western Australia.
accordingly, for any upgrading work suggested in the
report. Our Own Standard Forms
Rent Arrears Our office has developed its own standard forms for Property Management. This includes both
application forms and lease agreements. We ask detailed questions on the application form and
We follow up rent arrears five days per week. We allow
add our own special conditions to the lease agreement. As we encounter obstacles in Property
a 3 day grace period. On day 3, the tenant receives
Management we overcome them by upgrading our forms. Our landlords can stipulate special
either a phone call, SMS or email reminding them to
conditions required for their particular property.
pay their rent. On day 4, a Notice of Termination is
issued, giving 7 days to pay or vacate the premises. If Competitive Fee Schedule
they still do not pay, it is at this point that we will request
Our office provides a competitive fee schedule which offers discounts and incentives to owners who
confirmation from you that you want us to proceed with
refer more business to us. Whether you personally have more than one rental property managed
court action to secure vacant possession of the property.
through our office, to if you know a friend who would like us to manage their property – either
Rent Monies scenario will qualify for discounted fees.
We guarantee to bank all monies received by us into your nominated bank account within 2 Detailed Checklists
business days of the last working day of each month.
Our office’s procedure includes checklists to ensure the correct and efficient management of your
property. We have covered all areas of property management in 33 individual checklists to ensure
nothing is forgotten or overlooked whilst managing your property. These checklists are updated on a
regular basis and used by all Property Management staff.
Customer Service Standards
Your valuable investment property is safeguarded every step of Detailed Entry and Exit Reports
Before a tenant moves in, your Property Manager completes an Entry Condition Inspection with a
the way by professional Property Management personnel using a carefully detailed report. Photos of the property are taken at both the start and end of the tenancy.
tried and tested system that is under constant review. At the end of the tenancy, these documents help to ensure your property is in the same condition as
at the start, fair wear and tear considered, and that the tenant’s bond is disbursed appropriately after
Every step has been refined over our years of success a thorough Exit inspection.
in property management starting with tenant selection,
inspection timetables, dispute management and
resolution, programmed maintenance, reports to At the time of signing the Residential Tenancy Agreement we educate and advise the tenants
investors and finally appropriate disbursement of of important aspects of the Tenancy Agreement and the property itself. We take care of all the
tenants’ bonds. documentation and bond lodgement to ensure all is in place for a trouble free tenancy.
Careful Tenant Selection Maximising Income
We guarantee to verify all information provided to us Neglect of minor repairs can often lead to major expenditure and the loss of a good tenant. Our
by prospective tenants and to carry out a search of the attention to maintenance will ensure that problems are resolved quickly, by qualified tradespeople
TICA tenancy database. and at a reasonable price with a limit determined by you.
We will contact you to obtain approval prior to Savings And Reliability
committing to a tenancy.
We have a large pool of highly skilled and fully licensed, reliable tradespeople who can get the job
Our job is to find the best possible tenant for your done and at the right price.
property in the quickest possible time. Our detailed
screening process aims to establish that tenants can Trained To Handle Disputes
meet the responsibilities of the Residential Tenancy In those occasional disputes with tenants we act as mediator between you and the tenant.
If the dispute continues, we can attend the Magistrates Court, on your behalf. The Magistrate is an
Tenant selection is in accordance with laws covering independent third party to hear the dispute and make a decision on the matter. We are well trained
Discrimination and Residential Tenancies and Privacy. to handle such situations and know how best to represent you before the court.
We keep you informed of applications, so you can take
We take the stress away from you!
part in the selection process.
Security Is Paramount
Unlike many other agents, keys to your property are not handed out to prospective tenants. We
don’t take that risk with your investment.
Safeguarding Your Investment
Our fees are based on the number and amount of property What if my property is being managed by another agent?
Zero cost transfer. If you wish to transfer your property from another agent we will pay out any
management services you wish us to manage and provide. termination fees to enable an immediate transfer. Conditions apply.
And, yes - our fees are tax deductible. How much will it cost for you to manage my property?
Every property is different and most owners’ requirements are different. Therefore the management
fees vary based on individual requirements.
The fees charged by Ray White Bunbury are not always the cheapest in the area, but we believe that
we provide the best service and the best value for money.
Are you the cheapest company in town?
Probably not. It seems there is a new property management company starting out every day, trying
to beat everyone elses’s prices. Our fees are very competitive and we certainly are not the most
expensive. On the other hand, we charge a fair fee for a tremendous service.
Will I lose control of my property if I give it to you to manage?
You can have as little or as much involvement in the management of your property as you wish. It’s
your choice. We will discuss your requirements with you and once agreed we will focus on ensuring
they are met.
How long will it take to find a tenant for my property?
We commence marketing your property the moment you place it in our hands.
Within two days of listing your property, it will be advertised on our website and cross matched with
all prospective tenants on our database. There can often be seasonal factors to consider, as well
as fluctuations in supply and demand caused by economic forces outside our control; however we
devote all available resources into getting you the most suitable tenant, in the shortest time possible
for the highest possible rent.
How do you qualify prospective tenants?
We strive to provide the highest calibre tenants for your property.
Our tenant qualification process includes:
• he completion of a highly detailed Application Form & 100 Point Identification Check.
• he verification by us, of the information provided in the Application including means of income,
employment and previous tenancies.
• search of the Tenancy Information Centre of Australia (TICA).
Frequently Asked Questions
Can I look at my property from time to time? What happens if the tenant doesn’t pay the rent on time?
Yes – it is a good idea for a landlord to inspect their property once a year, this keeps them up to date We use the 3-4-13 arrears control procedure.
with maintenance. Keeping in mind that the tenant does require notice if you wish to inspect the 3 days in arrears – the tenant is sent an email, sms or receives a phone call reminder, this is usually
premises. If you wish to inspect your property, please contact your property manager. sufficient for the tenant to pay the rent.
How are rent collections handled? 4 days in arrears – the tenant is formally issued a Form 1B Termination. Notice and advised that if
Tenants are given many options on how to pay their payment is not received within 7 days, an application will be lodged at court requesting the Tenancy
rent, what is convenient for one tenant may not be a Agreement to be terminated.
option for another. These options make it quick & easy 13 days in arrears – depending upon our arrangements with you, we contact you for instructions to
for tenants to pay rent, thus reducing the possibility of Lodge a Form 12 at the Local Court requesting an order for vacant possession of the property.
Are any of the running costs or your fees and charges tax
Will I receive the same rental income deductible?
each month? We strongly recommend for you to contact your accountant to seek professional advice in relation
No – it will vary dependant on whether your tenant pays to all allowable tax deductions for your investment property. However we are aware that all
weekly, fortnightly or monthly. A good gauge in knowing mortgage interest payments, rates and taxes, general maintenance expenses, property and landlord
what to expect next month is to check your statement insurances, and all of our fees and charges are tax deductible.
and where the tenant has paid up to. It will also depend
Another tax deduction is the depreciation of the building and its chattels. Chattels include the paint,
on what expenses have occured during the month.
floor coverings, light fittings, window treatments and other improvements to the property. In order for
Can I have my money put straight you to maximise the allowable depreciation tax deductions for your investment property, we strongly
into my bank account? recommend that you employ the services of a professional “Quantity Surveyor” who is properly
qualified to prepare a full list of all the depreciable items for your investment property. If you wish, we
Yes – it is our preference to pay directly into your bank
can arrange this for you.
account. The money is transferred into your nominated
bank account and the statement is posted to you along What if my investment is a Strata Titled Property?
with any interim inspection reports that we may have
You can instruct us to pay your strata levies on your behalf. As with the other regular creditors
conducted for you during that calendar month.
previously referred to, upon taking instructions to manage your property, we will issue written
When does the rent money get paid instructions to all creditors to forward their accounts directly to our office.
into my account? We will request that all formal notices, including notices of meetings and correspondence be
At the end of every calendar month we print out reports for each owner which itemise how much forwarded directly to your postal address.
rent they have received less any deductions. At no extra cost you can instruct us to pay water rates,
council rates, strata levies, landlord protection insurance, or any other general expenses on your
To allow for transfer between banks you will receive your rental monies usually by the 3rd working
day of each following month.
Frequently Asked Questions
Do I have to insure the property or does the tenant do that? As an owner of a residential investment property, this insurance can offer you, the protection against
loss of rent up to a specified amount and tenant damage. This insurance can be very cost effective
Yes. You must maintain your own insurance cover on the building, contents and public liability.
and is also an allowable tax deduction as an expense against the property.
If the property is a Strata unit, the Strata Company normally insures the building, this can be
We strongly recommend that you take out landlord protection insurance prior to placing a tenant into
confirmed with your strata manager. You should have contents insurance for the carpets, blinds,
curtains, light fittings and any appliances inside the unit.
The tenant is responsible for their own personal effects If my tenant stops paying rent and I need to make a landlord claim
but not for the owner’s belongings. We can assist how long will this take and who does it?
you with obtaining a quote for all of your insurance If you are insured with EBM or AON Insurance, we will complete the landlord claim on your behalf.
requirements. We will work out the best way to structure the claim to ensure the best possible return. The process
of a landlord claim is generally as follows:
Can you guarantee that the tenant
will pay the rent on time and won’t O
• nce you have received vacant possession of the property you, or we, organise any maintenance,
damage my property? cleaning or lock changing to be done.
Unfortunately, no agent can guarantee that because O
• nce all of the invoices have been received we calculate the total amount plus the total of any
sometimes something totally unforeseen can go outstanding rent and any court costs. Once we have a final amount, we deduct the tenant’s
wrong for the tenant, such as a change in employment bond and the balance is the amount we claim on your behalf through your Landlord Protection
circumstances. Insurance company.
Keys to reducing the possibility of these incidents W
• e do not disperse the tenant’s bond until we receive the outcome of your Landlord Protection
occurring are: Insurance Claim. Once the claim has been submitted, it normally takes approximately two to four
• Careful tenant selection weeks to receive advice of the result of the claim.
• Strict arrears control A
• s soon as we receive a payment for the landlord claim, we will apply the tenant’s bond and the
Ray White Bunbury use both of these tools to minimise total amount received from the insurance to the total amount owing by the vacated tenant.
the chance of loss to the landlord. You can, as a I
• f requested, we will then make a special mid month payment to your bank account for the
landlord, insure yourself against these occurrences with balance of any funds held.
a special landlord insurance policy. Ray White Bunbury
can assist with information regarding this. Who pays for the Water Consumption?
We recommend the tenant pays 100% of the Water Consumption account, it is the owners choice if
What is Landlord Protection
they wish to contribute towards the water consumption.
If you advise that you wish to attend to paying your Water Consumption yourself, please ensure that
Landlord Protection Insurance is a type of insurance cover that covers you for some of your financial
you forward any Water Consumption accounts to our office. If you have not yet paid this account,
losses caused by defaulting tenants. There are a number of insurance companies that provide this
we will pay the outstanding account from your account and invoice the tenant according to your
service providing a range of different levels of cover, a number of which we can refer to you for you
instructions. If the tenant has not paid the account within 14 days, we will allocate funds for this
to make further enquiries on their available policies.
account from their next rental payment, placing them in arrears with their rent and therefore resulting
in them being issued with the necessary arrears notices.
Frequently Asked Questions
Is it my responsibility to pay annual property expenses? If we are attending to a repair on your behalf, we will only use registered, licensed and fully insured
tradespeople. Once the account has arrived, we will confirm with the tenant that the repair has been
You can instruct us to pay your Council Rates and Water Rates on your behalf. If you want us to
carried out, prior to paying the contractor’s account.
provide this service for you, there is no extra charge for this service, however to administrate this
effectively and to ensure regular cash flow for you, we make these payments over four installments. Urgent repairs are defined under the Residential Tenancies Act 1987 as being a repair that if not
If you prefer that these accounts are made in only one or two installments, then we recommend attended to immediately, will cause further damage to the property, or potentially may harm the
you make arrangements to make these payments yourself as we cannot always guarantee that tenant. The consequence of our agency not attending immediately to urgent repairs is that the
we will have sufficient funds available to make a single Residential Tenancies Act 1987 allows the tenant to attend to urgent repairs themselves at the
payment on your behalf. Bear in mind also that these owner’s expense. We will still try to contact you for urgent repairs. If we are unable to contact you, or
annual accounts are usually issued at the same time of if we are contacted by the tenant after hours or on the weekend, it is our responsibility to attend to
the year. an urgent repair immediately.
If at the end of the calendar month we do not have What about quotes and major repairs?
sufficient funds to pay your accounts, we will advise you
If you require quotes, we can arrange up to two (2) quotes on your behalf. If you require additional
of any unpaid accounts and request for you to send in
quotes, a service fee will apply. Any type of renovation work carried out at a property is considered
extra funds to clear all creditors.
to be a major repair. A service fee will also apply for attending to the organisation and supervision of
What about Land Tax? major works to the property.
Please note that if your property is subject to Land Tax, A service fee will be negotiated between the owner and the Property Management Team Leader
we strongly recommend that you arrange to pay your depending on the amount and the scope of the major works required.
land tax direct. If you own multiple properties, often we
Can I specify our own tradesmen?
will not be holding sufficient funds to make this payment
on your behalf. Land Tax if not paid on time attracts Yes – we can arrange your preferred tradesmen, provided they have current Public Liability and
hefty penalties. We can write to the Commission Workers Compensation Insurance.
of State Revenue on your behalf to ensure that this
Can we have regular white ant inspections?
account is forwarded to your new postal address.
Yes – we can organise this – you simply need to tell us which Pest Control company and how often.
Who organises for repairs to be We will diarise on the computer and arrange accordingly.
carried out at my property?
Can I have a Power of Attorney or a Legal Guardian who signs my
There are two types of repairs that may be required.
Managing Agent’s Authority?
Non urgent repairs, and urgent repairs. We will not
attend to any “non urgent” type repairs without your prior permission. This means that we will A Power of Attorney may sign a Managing Agent’s contract on your behalf, however the Power of
contact you first, advise you details of the repair required, the type of trades person required and Attorney must be registered at DOLA and the registration number properly recorded on the contract.
sometimes we may be able to provide you with a rough estimate of the cost of the repair. You can The same applies with Guardianship orders if you are appointed a legal guardian by the courts or if
then advise us that you will attend to the repair yourself, or instruct us to attend to the repair on your you become incapacitated at some stage throughout the duration of your contract with our agency.
behalf. Guardianship orders must also be registered at DOLA and the registration number recorded. We will
also require a copy of order/agreement for our file.
Frequently Asked Questions
In addition to these activities, your Property Manager also has to attend to arranging keys, charging
and recouping of advertising expenses and letting fees, recording advertising, obtaining written proof
of ownership for the property, arranging initial cleaning, cleaning of the carpets, gardening or any
other general repairs and maintenance required at the start of a tenancy, requesting a water reading,
taking photos, preparing window display cards and internet advertisements on multiple websites,
ordering a For Lease sign, and most importantly, ensuring that the owner has sufficient building and
landlord insurance policies in place to safe guard their investment.
When taking over existing tenancies, they need to ensure that the correct amount of bond is held
and that all sourced documentation is in place. All of the extra work we do, means you can have
peace of mind and more time to do the things you love.
In Western Australia, fees and charges for Property Management services for residential properties
This means that the agency can negotiate a scale of fees with the owner of the property.
Ray White Bunbury realises and understands that not all properties are the same, and that every
owner’s total investment portfolio may vary, therefore we have established a scale of fees that allow
our fees and charges to be negotiated under different circumstances.
Please note that if you entrust our company to manage a single property to begin with, and should
you purchase additional properties within the initial property’s contract period, a new reduced fee
schedule will then apply to all of your properties under our management. This policy creates a WIN
for both parties!
A “time and motion” study has shown us that inducting a new
client into our property management portfolio takes around 18
hours of human resources to attend to all of the service and
Fee Schedule Explained
Management Fees Letting Fee
Management fees are charged on a percentage basis of monies are collected. The amount charged The letting fee amount is based on the term of the lease and is only charged on negotiating
per calendar month will depend upon the actual amount of gross collections by the agency. tenancies. The letting fees are for our services in connection with:
Management fees are for our services in connection with: • Arranging, placement, recording and administering advertising
• Attending to correspondence • Arranging, taking and uplifting photographs of your property
• Writing, placing and recovering costs for advertising • Arranging and conducting personal viewing appointments with prospective tenants
• Administrating and processing applications for tenancy
• dministrating your rental monies through our trust
account • 100 point checks
• Processing the application for tenancy including checking of all references
• rganising keys for viewings, inspections and trades
people • Negotiating the terms of the lease with both owner and tenant
• Attending to the preparation, execution and processing of lease documentation including the bond
• ttending to the payment of general property
expenses lodgement form, general information for tenants, photocopying keys and the emergency plan for
• Copying/scanning of invoices
• Registering and activating the tenant’s rental payment system
• Organising maintenance repairs and quotes
• Attending to daily telephone, email and fax enquiries Sundries/Postage & Petties
• Rent collection and managing rental arrears This is a flat fee paid on a calendar monthly basis and is for business expenses incurred for postage,
• Attending to court lodgements stationery and phone calls.
• reparing calendar monthly statements for the owner
and collating supporting information for the owner’s Ingoing Inspection Fee
statement This is a “once off” fee. A highly detailed Property Inspection Report is prepared prior to the
• Liaising with the strata company if applicable commencement of the first tenant’s tenancy. A fully detailed description of every item in every room
• Organising special water readings when required for both the interior and the exterior of the property is recorded. This report also includes ample
• aying and recovery of water consumption from
P photographs of both the interior and exterior of the property. The length of the report will depend
tenants upon both the size of, and existing wear and tear on the property.
• iaison and regular follow up with maintenance
contractors Interim Inspections
• Conducting regular rent reviews The first interim inspection is conducted between 6 – 8 weeks after the commencement of each
• iaising with sales department to arrange annual sales appraisal
L new tenancy. The property is then inspected every 3 months after the first interim inspection.
• reparation of lease and managing agents authority renewals
• Processing notices to vacate
The bond inspection is conducted within 2 business days of the tenant vacating the property. All
• Liaising with owners and tenants
items of tenant neglect or damage are noted in writing on the original Ingoing Inspection report,
• Liaising with insurance companies
together with allowable wear and tear on the property. After all maintenance items have been
• Lodgement of new tenants’ bonds attended to, a new report is prepared for the incoming tenant. The Bond Inspection fee is for the
• Disbursement of the vacated tenant’s bond preparation for both of these reports.
Fee Schedule Explained
Tenant Enquiry Fees Court Filing Fee
Every applicant on the tenancy application is checked through a national and international database Is charged when we are required to prepare and file court application forms on your behalf at the
for defaulting tenants; TICA. Local Court. We will always seek your permission before requesting court action on your behalf.
A tenant enquiry fee is charged for each enquiry per applicant. This fee may be recovered as part of a landlord claim if the court filing is required due to the tenant
defaulting in the payment of their rent.
You may instruct our agency to prepare a summary of
Court Preparation & Attendance Fee
categories of income and expenses in relation to your Is charged when we are required to prepare for and appear before the court magistrate on your
investment property in any given fiscal year. behalf at the Local Court. We will always seek your permission before appearing before a magistrate
on your behalf.
Increasingly, Local Courts require the owner to be present for the court hearing unless the magistrate
A window display will be prepared for your property
is given a genuine explanation why the owner is unable to attend.
within 2 business days of your property becoming
available for rent. This fee may be recovered as part of a landlord claim if the court attendance is
Your property will be uploaded onto many internet sites required due to the tenant defaulting in the payment of their rent.
together with at least 3 photographs within 2 business Insurance Claim Preparation & Follow Up
days of your property becoming available for rent.
Is charged when our agency is required to prepare, lodge and follow up an insurance claim on your
Key Cutting behalf.
We ask you to please provide 3 sets of keys for your The inceptions of the changes to both the Privacy Act and the Financial Service Reform Act have
property. Should you be unable to supply our office with made it extremely difficult for Property Managers to liaise with or to be provided with any information
3 sets of keys, a fee will be charged for each key cut on in relation to an owner’s insurance policy.
We recommend that the owner attend to their own insurance claims.
Special Water Reading Fee
The Water Corporation will charge a fee to properly
record the water meter reading at the commencement
of our management of your property.
This fee is also charged at the end of a tenancy when a tenant vacates the property; however the
tenant agrees to reimburse you for this cost as part of the disbursement of their bond.
Fee Schedule Explained
Marketing success means more to you than just knowing you are Press Advertising
Our Property Management Team advertises in the major newspapers. We can offer a full colour
dealing with an industry leader. picture and details of the property plus the internet ID and office phone number for further enquiries.
It means that you are represented by a dynamic team that finds tenants for your investment Your Investment Working For You
property .. and finds them fast! As well as reaching out to find the best tenants, we find they actively
Our goal is to increase your income and ensure your investment is working for you! We ensure you
seek us out because they know we have what they
enjoy the highest possible rent by regular assessments that take into account current market rents
want. We manage a full range of properties including
of similar properties, the areas’ vacancy rate, condition of the property, quality of tenant and length of
houses, executive homes, studios, flats, apartments,
townhouses and villas.
Your Rent In Your Account
Marketing Your Property
Our fully electronic banking facilities provide tenants with easy rent payment options. We encourage
Finding the best tenants for your valuable investment
and educate tenants to pay the full rent amount due in advance, not part payments.
property is supervised directly by your Property
Manager. However, should tenants fall into arrears, we know about it the same day as part of our daily arrears
Finding The Right Tenants
Prompt action follows in accordance with the Residential Tenancy Act, keeping you informed
Our high profile office, right in the heart of Bunbury,
throughout the process.
enjoys a high volume of tenant enquiry due to the size,
location, reputation and internet presence. Accounting To You
Ray White Bunbury exposes your property to the widest Each month we forward you an itemised statement showing all rental income and payments made
possible number of prospective tenants through every on your behalf. We electronically deposit your money as cleared funds, into your nominated account
available resource. within 48 business hours. No waiting for cheques to clear!
For Lease Signs We can also provide a fully itemised Income and Expenditure Summary.
On request, a Ray White Bunbury For Lease Sign will
be professionally erected on your property when vacant.
Still one of the cheapest and most effective of all our
marketing tools is the Ray White Bunbury sign board.
Working for you as a 24 hour advertisement, the large
distinctive sign is impossible to miss by anyone walking or driving past your property.
Another marketing tool that is working around the clock! Within 2 days of your property becoming
available it will appear on the Ray White Bunbury website and people all over the world will have the
chance to search particular suburbs and see that your property is available. We also include photos
of all available properties on this site.
Marketing Your Property
“ Prompt &
“ “ I found the
“ “ Shone above
the rest of
the agents in
“ “ I would also like to say that your
response is the nicest I have had
so far in dealing with real estate
“ “ I felt very welcomed & thought
beyond what was necessary.
the level of service went above &
“ Thank you for your support
& being such a wonderful
understanding Agent, you have
really helped us
“ “ confident to recommend you to
anyone needing management.
Thanks for your help, I will be very
“ I would like to thank you for your
excellent help and efficiently
resolving problems & queries.
“ “ Everyone in the office was very “
nice, helpful and doing their job
with professionalism & experience.
Ray White are by far the best real
estate I have ever rented through.
Thanks! “ In 15 years of leasing properties I have met many property managers – you stand out
as the best I have ever dealt with. Your professionalism is outstanding and I am glad
we have met – it has been a pleasure dealing with you.
Very happy with service.
“ Customer Service is great “
– Friendly Staff & They can answer
queries with no hesitation. Nice
“ “ “ “
I have always found Ray
is a fantastic idea and cheers for
Service was excellent, the tool box I appreciate your lovely phone
manner & help, I will eagerly look
for Ray White rentals for that
“ White staff to be very pleasant
knowledgeable and 100%
“ We found your staff to be an asset
to your business & great to deal
ethical – this is rare and to be
“ I never experienced better service
in the past and I am very happy
of doing business with Ray White
“ “ Most professional agent we had “
for rent appraisal – answered calls
quickly & followed up quickly! “ Impressed
with the quick
“ “ Am extremely
happy with the
service we have
“ “ Provided quality
“ Welcoming &
“ “ Excellent
“ “ Friendly, helpful
“ “ The professionalism that Robyn
shows is exceptional. She is an
absolute asset to your company.
I couldn’t ask for anything more.
“ “ By far the best & highest level of
service we have ever recieved!
“ “ “ “
Robyn did an excellent job in
explaining how she would manage
my property. If I had 10 more
houses I would still call Robyn
“ Ray White takes property
management to a whole new level.
Once expereienced, you’ll never
“ Service was fantastic,
couldn’t have asked
“ Has been fantastic, quick easy to
get started. Thanks for the survival
kit - it saved us more than once!
look anywhere else.
and have her manage them.
“ “ “
I would also like to say that the service I have had from your Property Management
I am confident that you will
manage my property in the
professional manner you have
“ Team has been outstanding. Other expereiences I have had with PM Teams have not
been so positive, in fact I was required to follow up constantly to make sure repairs
Excellent service, friendly, efficient
etc were made and that rent increases were addressed. So your team has been a
displayed so far.
pleasure to deal with because it frees me from having to worry constantly.
“ “ “ “
I have never received such great
service, it was a lot better than
our previous agent.
“ Thankyou for extremely
professional, prompt & friendly
service by the Ray White team
“ Christina provided regular updates
as to the progress of finding a
tenant. Always looked for options
“ Robyn was very personable and
professional. All options were well
Easier to talk with and very discussed.
and different ideas.
friendly and approachable.
“ Great service with professional
manner, will always recommend
Ray White Bunbury.
“ “ At all times were professional
and gave good advice regarding
price and presentation – we were
pleased with the results achieved.
“ “ “
Customer Service -
Person to Person
was great! “ Great Service
- No problems
“ “ Thankyou again
Robyn, you are
very good at
what you do.
If you choose to use Ray White Bunbury for your Property Management,
here’s an outline of what will happen – there are two scenarios.
You need to get a tenant into your property There is an existing tenant and you need us to take over for you.
O Sign management agents authority O Sign management agents authority
Confirm current insurance policies O Organise ‘take over’ date with owner
or existing managing agent O
O Attend to marketing activities
O Confirm current insurance policies
Write advertising copy O Advise local authority, water corporation & state taxation
O Place advertising O
Attend to enquiries O O Advise strata company
O Conduct viewing appointments Advise tenant of impending inspection
and how to pay rent O
Provide owner with weekly feedback O O Conduct rent review
O Process application
Conduct inspection O
Present to owner for approval O O Check status of current PCR report
O Conduct Property Condition Report
Present to owner for approval O
Prepare new lease documentation O O Conduct Property Condition Report
O Sign up tenant
Inform the owner of outcomes of
Confirm tenant’s sign up with owner O inspection and rent review
O Advise local authority, water corporation & state taxation O Negotiate lease renewal
Advise strata company O Ensure tenants ‘handover pack’ is complete O
Ensure new management checklist is fully completed Ensure new management checklist is fully completed
What Happens Next?
Maximising Your Rental Income – how you can help to attract the Exterior
n Lawns should be neatly mowed and healthy and garden beds weeded
BEST tenant and the MOST rent for your property n Low maintenance plants and well mulched garden beds
n Any large trees or shrubs pruned back from driveway/windows
n Garage or shed cleaned out and free of rubbish
Presenting your property to the highest possible standard will n Windows cleaned (this will let more natural light into the house)
n Swimming pools cleaned, all pool equipment to be in good working order
ensure that quality tenants are secured as quickly as possible.
n All rubbish and household items to be removed
Some handy hints to assist in achieving the best results are: n Clean gutters
n Repair dripping taps
n Service reticulation (if installed) and ensure working correctly
n All carpets professionally cleaned
n Install airconditioning/heating
n Walls cleaned and any large chips/scuffs repaired
n If repainting walls a neutral colour should be used
n ay special attention to the kitchen and bathrooms – these areas often affect a tenant’s decision
to rent your property. Tiles and grout should be clean and sealed, surfaces free of mould and
n ine the interior of kitchen cupboards if they are aged. Replace dated and damaged bench tops
n Install energy efficient light globes where possible
n urtains and blinds cleaned and in good condition
The Tenants’ Safety, Comfort and Convenience
n ecurity/window deadlocks (tenants may be unable to obtain contents insurance without these)
n Airconditioning and heating
n RCD switch
n Ensure all sliding doors and shower screens have safety glass
n Fully automatic reticulation
n Smoke detectors (preferably hardwired)
n Secure parking
n Telephone connection point, internet access
n TV aerial, FOXTEL connection
n 3x sets of keys for ALL locks
Landlord’s Checklist for selecting a Property Manager
In order that you make an informed decision, ask the following questions of the agency you are
considering for the job of managing your property.
1. On average, how many properties does the agency lease each month?
2. What human resources has the agency allocated to leasing properties?
3. o the agency staff members personally show prospective tenants through
4. How does the agency market available properties for lease?
5. ow much information is obtained from applicants for properties and what
As a valued Ray White Bunbury client, the following services are information is verified?
available to help you maximise your investment. Property Management
1. What documented systems are in place for property management?
Real Estate Sales Representatives
2. What is your process for dealing with rent arrears?
All of our sales staff are graduates of the Ray White Sales Course. They regularly attend seminars to
ensure that you are properly advised, to ensure your property received maximum exposure to the 3. What is your process for dealing with repairs and maintenance?
market and, most importantly, to ensure that you obtain the highest price in the shortest possible time. W
4. hat steps do you take to ensure that all contractors working on my property
are properly licensed and insured?
The total focus of our sales team will be to achieve a premium sale price for your property, while at all
times taking into consideration the time frame that you wish to work to and also the method of sale you W
5. hat steps do you take to ensure that all maintenance work on my property
is competitively priced?
wish to use. A complimentary market appraisal is available on request.
6. How frequently will you inspect my property?
South West Strata Services
7. hat is the experience level of the staff members who will be leasing and
South West Strata Services offers strata property owners full time qualified staff, expert service and managing my property?
professional strata management of your investment. We are also REIWA Accredited Practising Strata H
8. ow frequently will you account to me for rent monies collected on my
Management Specialists with up to date training and industry knowledge. behalf?
The Strata Management services provided will be under the direct control of Kevin Kelly, the Director C
9. an you send me rent statements by email and deposit my money in my Yes/No
of South West Strata Services, who utilises the personnel and resources within the office, to provide bank account electronically?
optimum and appropriate service at all times. Customer Service
Loan Market 1. What references do you have from satisfied clients?
A number of years ago, Ray White took the step to introduce a value added service to the network 2. Do you provide a Service Guarantee? Yes/No
and offer to our clients, our own professional advice on sourcing the best finance available in this highly W
3. hat back up staff are there in the event my property manager is sick or on
competitive field. A free service that can assist you with purchasing new investments, building your holidays?
portfolio or refinancing existing loans. 4. How frequently will you communicate with me and what form will it take?
Extra Services and Advice
There is one reason why people invest in
property – to protect and grow their hard
After all, that is what you expect, what
your investment needs and what we offer.
To take the next step, contact us
on 08 97 800 707.
24 Stirling Street, Bunbury, Western Australia 6230
P: 08 97 800 707 F: 08 97 800 708
E: firstname.lastname@example.org W: www.raywhitebunbury.com