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The Forgotten Soldier – A Property Manager’s Story

woman sitting infront of laptop with head bowed

By Karen Herbert & Eileen Herbert-Goodall

The panic is palpable, the barrage of phone calls exhausting, the need to facilitate negotiations dire – this is the new normal for property managers all around the country.

It’s hard to comprehend the sheer scale of the battle front that is the unfolding COVID-19 crisis; this battle extends beyond the obvious health calamity and has swiftly ballooned into an economic, social, psychological and emotional disaster for those struggling to pay their rent and/or mortgages. Here’s a snapshot of the cries of desperation swamping property managers daily.

‘I’ve lost my job and have no income to live on.’

‘This is not a game for me. If I don’t get support from you and the owner as the government is providing, then I’ll just stop paying rent.’

‘It’s your responsibility to go to the owner on my behalf and have this discussion to provide an outcome.

‘I’d like to know if my landlords would consider a reduction in my rent during this time?’

‘I’ll be on jobseeker for the next 3-6months and I’m so nervous about my financial situation during this time.’

‘We’re working with the application form in claiming through the RTA but, unfortunately, we aren’t included in the residential status section. We feel hopeless now as we still aren’t eligible for assistance.’

‘Unfortunately, my follow-up with the RTA about the rent assistance up to $2000 didn’t get us any help – so no funding for us. The RTA’s advice was to ask the real estate/landlord to drop the rent value by a percentage for say…3 months, then increase the rent again for the following say…6 months.’ ‘At this point, it seems we do not fit into any box for government funding unfortunately. We’re hoping to be able to access our Super to help in the coming weeks.’

These are the pleas heard by Property Managers as the COVID-19 battle rages on, bringing our nation to a standstill.

The media continues to suggest tenants and landlords need to work together and negotiate rent reductions during these uncertain times; yet, the herculean task faced by Property Managers who must navigate (and help solve) such situations remains unacknowledged. It seems we are invisible in this ongoing battle to keep people afloat and sheltered as they struggle to cover their rent and other bills. Evidently, we wear many hats in the day-to-day management of rental properties; but, during these troubling times, we must now go above and beyond the call of duty.

As a business owner of a Property Management specialist firm, my current daily challenge is to prop up members of my brave team who take desperate phone calls from frightened tenants. My staff must talk to everyday Australian citizens who’ve not only lost their jobs, but also face the possibility of losing the roof over their heads. They patiently listen to these sad stories, offering options and sympathy where they can.

They are the forgotten soldiers, who bring stories of desperation to Landlords, many of whom have also lost their jobs and are now struggling to meet financial commitments.

They are the forgotten soldiers who turn up every day, who return to the trenches to fight another type of war, an unseen war, where the victims lay psychologically and emotionally maimed.

They are the forgotten soldiers who work tirelessly, yet only receive an income on rent collected. So, while rental revenue plummets they, too, are in danger of losing their jobs.

Who then shall then defend the meek?

Who then shall hear their cries of pain?

Who then shall negotiate their suffering?

I think it’s time we remembered these forgotten soldiers, who I dub the Knights of Property Management – the servicemen and women of the Real Estate industry.

I say that we give a huge shout out of thanks to all Property Managers who expose themselves daily to a different kind of risk, like our health workers, are also forced to endure long working hours, psychological distress, fatigue, occupational burnout, stigma, and psychological violence.

For without them, our tenants and landlords have no representation.

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Effective Removal of Pigeons from Solar Panels

House with solar panelsPigeons and other birds will shelter and nest under solar panels. They are attracted to sheltered places to get protection from the sun whilst having a high place to perch and then will use the space under the panels to build a nest.

Regular visits from birds create a mess on top of the panels, reducing their efficiency. However a more serious issue is the accumulation of nesting material and droppings underneath the panels.

Their droppings are corrosive. There is also a serious risk of increased electrolysis between different metals: the aluminium solar panels, stainless steel bolts and the metal of the roof sheeting. This occurs because the debris retains moisture and also forms a bridge that can bypass the insulators and fittings that are installed to prevent electrolysis.

On both metal and tiled roofs, the accumulated nest debris and droppings will also attract insects such as beetles and cockroaches to breed on your roof (and then enter the house). Eventually gutters and drains will be blocked and corroded, allowing water to leak and overflow from the gutters.

If birds on solar panels are allowed to successfully rear their young, even more birds will come back to the same building in the following breeding season.

Possum Proofing Solar Panels

Possums view solar panels as excellent areas to shelter and will often nest underneath. They are attracted to the panels as they provide a safe, sheltered location and will happily live and nest in such places on top of the roof. Unfortunately they are guaranteed to make a mess under the panels and can often chew the wires leading to safety hazards for your family and expensive repair bills.

A pest control specialist will use a reliable, quality proofing method of excluding the possums from under the panels. This proofing product is stainless steel black UV coated wire mesh with UV stable nylon retainer hooks and washers. It clips onto the panels so you can remove a section for servicing if required, and it does not screw into the panels so does not void your panel warranty. This product also allows excellent water and airflow under the panels to avoid heat build-up.

Possum nests will be removed before the mesh is fitted and if there is significant mess created by possums or birds. Pest controllers will usually provide a quote to pressure wash the roof before the solar panel proofing is installed.

How Pest Control Specialists Can Help

Overall it is better to be pro-active: exclude the birds and possums from getting under the panels and reduce the tendency for them to stay on your roof. Hire a team of people experienced in proofing solar panels to get rid of pigeons and possums using their proven proofing product. In the longer run it is much cheaper to exclude the unwanted visitors as that reduces future maintenance costs and ensures that the efficiency of power conversion from the sun is not reduced.

Experienced, registered pest controllers will be able to combine this solar panel proofing with legal chemical treatments to get rid of pigeons and reduce the bird numbers, if needed.

***If you are a tenant, you need the owner’s permission to conduct any proofing work at the property, as it is structural work on the house. Make sure the owner is aware of the issue and they request the inspection from the pest controller directly.

Source: https://www.possumman.com.au/

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Routine inspections: The biggest mistakes PMs make

1. Doing too many inspections in a day

Routine inspections can be tiring. Once you’ve done a few in a day, this can result in corners being cut and shortcuts taken. Understand your personal energy levels and be realistic about your limit. Keep the number of inspections that you conduct in a row at a level that works for you. If you get tired quickly, adjust your schedule so you’re not doing a whole day of them in a row.

2. Beware the ‘desk’ inspection attitude!

Too many property managers trade thoroughness for complacency just to get through as quickly as possible and don’t access all rooms inside and all areas outside. This is a prime opportunity to look out for issues like unauthorised pets, suspicious warning signs and concerning repair and damage issues.

Once this habit begins, it is likely to become permanent until a situation blows up when something obvious gets missed. Where does this attitude end? The slippery slope of human nature kicks in.

This becomes the ‘Kitchen Inspection,’ where we walk into the kitchen and say “Well, it’s a waste of time me being here,” and walk out. This then turns into the ‘Front Door Inspection’ (knock, ask for the repair request form, thank the tenant and leave), then to the ‘Kerb-side Inspection’ (park, look and drive off), to the ‘Drive-by Inspection’ (you don’t even stop) and then to the most lazy and negligent inspection of all – the ‘Desk Inspection!’

It happens, I’ve seen this occur too many times! Don’t let it happen to you.

3. Not referring to the ingoing condition report or photos

The property needs to be maintained as it was found (less fair wear and tear) and how can you check this properly without referring to the ingoing condition report and photos?

It is easy to check the outside by looking at the initial inspection photos first. Referring to previous inspections on an iPad makes this process so much easier these days, or simply take the file with you to check the photos on record.

4. Not referring to or being aware of special conditions

When you conduct an inspection without being aware if the property is ‘no pets’, or ‘garage is not for tenant use’ or some other special tenancy condition specific to that property, issues can be overlooked and missed that will blow up later.

This can typically happen when the inspecting property manager is relieving or is a replacement property manager not making themselves aware of the special conditions set at tenancy start.

There’s nothing more incompetent than a property manager complimenting a tenant on their dog when they were not even aware it should not have been there in the first place!

5. Not following up on reported repairs

How many property managers get the sense of ‘deja vu’ at inspections, having reported the very same issue three months before but nothing got done?

When an owner gets an email (with all the other hundreds of emails they get) it can quickly get overlooked. Call the owner several days after the inspection to discuss what should be done and get their instructions.

Using ‘screen recording’ to create a video message from your computer recording what you say and see, and send it to them as a link they can watch (like a YouTube clip, but kept private). See screencast-o-matic.com for this easy-to-use, cheap software.

6. Not inspecting typical outside issues

When the average property manager spends only 20 minutes at a routine inspection, things like eaves, facias, outside sills, guttering/drop pipes, flyscreens and ridge capping don’t even warrant a glimpse.

If you have no time for this, or you say ‘that’s not my job’ you need to ensure you’ve arranged for a tradesperson to go to the property for a repairs and maintenance inspection every 6-12 months. If you don’t, this issue WILL come back and bite you!

7. Not thanking the tenant

Imagine this: the tenant is given notice of inspection and then spends hours and hours cleaning the home and making sure the outside is perfect. As they work during the day, they’re unable to attend the inspection.

The property manager attends, likes what they see and lets the owner know everything is presented really well with NO FEEDBACK to the tenant left in writing or otherwise?

Heard that one before? You now run the risk of the tenant developing a bad attitude towards you and you’re wondering why they’re a little ‘brief’ with you next time you see them.

Give credit where credit is due and thank your good tenants at EVERY opportunity. They make your life that bit easier. Make sure you’re thankful for that!

8. Not giving written feedback to the tenant

Too many property managers leave no written feedback as to how the tenant has performed, good or otherwise. If you do leave a note, make sure you take a photo or picture as a record and place it on file.

9. Not addressing tenant damage or issues

When you’ve noticed tenant damage, don’t ignore it. Present the issue to the tenant. Leaving or ignoring it will come back and bite you later on if the issue goes to tribunal or court later on. The fact that it was overlooked or ignored and not addressed at that inspection could be the very reason why the tenant wasn’t held responsible for it.

10. Not booking in geographic clusters

When you book in an inspection based on the date (for example 6 weeks after or 3 months after the tenancy start) then you might be spending too much time on the road.

Make sure you book all your inspections as close together geographically, to totally minimise drive time between inspections so you can get the maximum number done. The first inspection might not be exactly in line with your traditional time frames but as long as your promise to owners doesn’t stipulate these time frames exactly, then you can fit them in when you’re doing that area next.

11. Booking in too many inspections

Ever set aside a two or three-hour time block for inspections only to find that you’ve tried to fit too many in or another person has scheduled too many for you?

The number that you can do depends on location, size and structure (2 bedroom apartment as opposed to a 4 bedroom house with a yard/garage), but a good rule to follow is how many can you easily get done in the time slot given, without rushing and compromising on quality and thoroughness, taking into account any properties you need to spend more time at due to unforeseen issues arising that require more attention and inspecting.

12. Not accessing all areas

When a tenant says “sorry, you can’t access the third bedroom because…” or “the garage is locked and my boyfriend has the key and he’s away at the moment” then you need to reschedule and come back to inspect that room or area. Tenants don’t always tell the truth (shock horror!) and they could be disallowing access for devious reasons. Naturally, never walk into a situation that could result in your safety being compromised. Perhaps bring a second person with you next time to look at that area or room if required.

Another tip is to explain at tenant sign-up and have it as a special condition that the tenant is aware that all rooms and areas will be accessed at the inspection, so they’re on notice right from the start.

13. Not ensuring your gadgets are powered up

Ensure that your camera, smart-phone, iPad and other gadgets are adequately charged up for your inspections. A good property manager is prepared at all times.

14. Not re-confirming the inspection beforehand

Just because you’ve advised the tenant that you’re coming with an official notice, you cannot assume that they always remember or that every tenant is aware of the times and dates of inspections at the property.

Send an SMS text a couple of days before to everyone on the lease reminding them of the day and time that you will be there, and even a link to download your checklist again.

15. Being ‘too heavy-handed’

Don’t go on a power trip!

The tenant only needs to keep the property ‘reasonably clean’ and it’s not an army boot camp where everything has to be scrubbed with a toothbrush and shine.

If the house is untidy but generally clean it’s OK, and if the morning dishes are not done or the beds not made don’t trip out. If something is dirty and can affect the rental property in any way then address it with the tenant.

One of the best lines a tenant applying for a property with me once said, “I asked my last property manager how presentable the property should be for a routine inspection, and she replied ‘Just imagine the Queen is coming around!’”. Fail!

16. Sending out an untrained person to do the inspection

Why send a person to do a routine inspection when they’ve received no training in this task? This means that big issues will be missed and poor tenant performance will get overlooked. Recipe for a disaster in the making!

17. Overlooking poor tenant performance

If the carpets are dirty, the walls grubby and other areas unacceptable, don’t think “We can address this when the tenant leaves”. When the tenant vacates, their bond may already be taken up with overdue rent, so you may not even have a bond to use.

Here are a couple of sayings that have stuck with me – ‘If the tenant absconded tomorrow, what will they leave for me to clean up today?’ and ‘Poor routine inspection today, poor vacate inspection tomorrow’. If it isn’t up to scratch, address it today!

18. Not ensuring your keys are up to date

When the tenant is not home and you’re allowed to access the property but you cannot because you haven’t updated the keys or kept a check on them. Big waste of time.

19. Not taking adequate photos

We need to be careful here because no tribunal/court in Australia will be happy with you taking photos of tenant belongings but you can still take photos of the grounds front and back, any repairs required and also other issues and concerns. Your owners want to see not just read what’s going on. Take photos and don’t leave your clients guessing!

20. Not respecting the tenant’s home

Let’s face it, tenants are still treated as second-class citizens in property management (in general). It really hasn’t changed.

It’s not just a rental property to them and it’s definitely not an investment or a money maker. To the tenant, it’s their home, their safe place for them and their family.

Treat them with the respect they deserve, don’t blow them off. Attend to their queries and concerns promptly. The tenant is your partner in the rental property and without them, you don’t have a job!

 

Source: https://www.rent.com.au/agents/blog/inspection-mistakes/

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Mould In A Rental Property: Whose Responsibility?

It’s a grey area (or black or green) and the cause of mould is a commonly asked question when it comes to maintenance of a rental property.

Mould comes in all shapes, forms, and places in a house or unit, and it can be more wide spread depending on the season and where you are located in Queensland.

Mould in the home can usually be found in damp, dark or steamy areas, e.g. bathrooms or kitchens, cluttered storage areas, recently flooded or wet areas, and areas with poor ventilation.

Mould in a regular shower recess could result from a persistent leak or be a matter of domestic hygiene on the tenant’s part, whereas mould on the living room ceiling might indicate a structural problem or lack of ventilation, and therefore be a matter for the dwelling’s property manager or owner.

In the aftermath of severe weather events there’s ample opportunity for mould to take hold of water-damaged properties.

With winter here, hot showers become the norm so tenants are advised to ensure proper ventilation to prevent the mould from blooming.

What Should I Do If I Find Mould?

If mould occurs, it should be dealt with thoroughly before it becomes a bigger issue.

When mould spores are present in large quantities, they can present a health hazard to humans, potentially causing allergic reactions and respiratory problems.

Because there’s no hard and fast rule about mould, keeping an open mind about the source and cause should help lead to a satisfactory conclusion.

If need be, a mould specialist should be called to the property to ascertain the cause.

Although the Residential Tenancies and Rooming Accommodation Act 2008 does not make specific reference to mould, it does refer to the general standard of the property at the start and end of the tenancy, and how it should be maintained throughout the tenancy.

If mould is a problem at a rental property, all parties should be willing to communicate and find a mutually agreeable approach to deal with the issue in a timely manner.

For questions about your rental property, or tips, advice and other enquiries about property management, you can head over to our blog section or contact the Arrive team on 61 733 473 737.

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New Smoke Alarm Legislation: What Does It Mean For You?

After many deaths and house fires the government has decided to put in place legislation to help home owners with early detection of fires in their house.  The new legislation comes into play at three vital dates:

  1. 1st January 2017 all new houses and signifigantly renovated houses with building approvals after 1st January 2017 must comply.
  2. 1st January 2022 all sold houses and rental properties must comply
  3. 1st January 2027 all other domestic residence

What’s Required

Smoke alarms are required on each level of the house, in each bedroom and located in egress paths.  The smoke alarms must be 240V photo electric and interconnected with all other smoke alarms.  There is an exception with existing houses they can be battery operated as long as it is a photo electric smoke alarm with 10yr sealed lithium battery and still interlinked.

Are All Smoke Alarms the Same?

Glad you asked you asked, it’s the same as usual here you get what you pay for in most circumstances.  The way we look at it is that you are buying a smoke alarm that you want to last 10years (max life of any detector) so it pays to get quality over price.  We generally use Brooks smoke alarms as they have a long history in the market, quality manufacturing and support and are also widely used in Europe.

If you want to book one of our trained technicians to take a look at your alarms contact your specialist property management company in Brisbane at ARRIVE  – hello@arrivehome.com.au  1300 913 820.

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My First-Time Renting Guide

Two women takling

All you need to know when renting your first property

After making the decision it’s time to move out of home, there are some important things that you need to know.

What do I need to apply for my first rental property?

So, you’ve never rented before.  But don’t worry, everyone must start somewhere.  There are a few things that you can do to make this step a little easier.

Property Managers have a duty to ensure that you can afford the rent and that the property is the right one for you.

You will be required to provide verification of income and photo ID, along with proof of address and most likely personal references and professional referees.

In most newcomer’s circumstances, you may need to ask Mum, Dad or a relative, to go guarantor or co-sign the lease.
Talk to the property manager should you have any queries or concerns.

Man writing

What happens when my application is approved?

Congratulations, your application is approved.  There are several steps you will need to get through prior to being handed the keys.   The first step will require you to sign documentation.

The Tenancy Agreement

Your Tenancy Agreement is an important document.  It is a legal contract between you as the Tenant and the Lessor/Rental Agency.

By signing the lease agreement, you are legally committing to what is stated on the agreement, including any special terms which should be agreed to in advance.

Make sure you read and understand the agreement before signing and always keep a copy of it in a safe place.

The Bond Lodgement

In most states a rental bond is a compulsory requirement by the Lessor/Agent at the commencement of a tenancy agreement.

Your rental bond is lodged with the legislative Authorities and acts as security for the landlord or owner in case you don’t meet the terms of your lease agreement.

At the end of your agreement the bond amount will be refunded, however, if the property needs cleaning or repairs or if items need to be replaced the landlord or owner may claim some or all the bond.

The amount of the bond is specified in the Tenancy Agreement document.

Woman in front of a computer

What documents should I receive before moving in?

The documentation required to be given to you at the time of sign-up differs slightly from state to state, however, in most cases, the following should apply;

  •  Information booklet relating to renting in your state or territory:
  • Copy of the General Tenancy Agreement
  • Copy of the bond lodgement form
  • Original and copies of the condition report – to be checked, completed and signed, then returned to the office in the required time frame
  • Receipt for initial rent amount, lease fees and bond
  • Photocopy of all keys and remote controls (if any)
  • Emergency contact details

Girl Packing

What is an Entry Condition Report?

The Entry Condition Report is provided to the ingoing resident/lease holders at the beginning of their tenancy start date.  This report outlines the condition of the property at the beginning of your Tenancy.

It is important that you carefully check the condition report and make sure it includes all existing damage or issues with the property.  We suggest taking photos of the property before your move in and provide a copy of these photos to your agent / landlord as record of the properties original condition.

Legislation allows tenants a certain amount of days to check the details completed by the agent/owner on the condition report, to confirm or disagree with those details.

As the condition report, can be used as evidence if there is a dispute about who should pay for cleaning, damage or replacement of missing items at the end of the agreement –make sure you go through it thoroughly.

Make sure both you and the landlord/Agent agree on the contents of the condition report before signing it.

Man and woman talking

How do I prepare for a Routine Inspection?

Couple discussng with real etate agent

Your landlord or real estate agent may carry out a periodic inspection of the property to ensure it is being well cared for and any routine repairs are made. This inspection may include the following:

  • The property is being maintained in a clean and tidy condition.
  • The grounds are being maintained in a clean and tidy condition.
  • The property is not being damaged in any way.
  • There are no more than the number of people specified on the tenancy agreement living at the property.
  • No pets are housed at the property, unless otherwise agreed to.
  • Any maintenance issues identified can be attended to.

There are minimum notice requirements to be given to a tenant prior to a scheduled routine.   This will ensure that you have plenty of time to have a good tidy up beforehand.

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Do I Need Renters Insurance?

tenant's boxes preparing to move out

If you’re renting a flat or if you’re part of a house share, you might need a contents insurance policy to protect your belongings.

Protecting Your Belongings

Getting the right cover for your contents while you live in somebody else’s property is easy with most insurance companies. They help protect your belongings from loss or damage caused by insured events such as fire, theft and storm.  Generally, you are protected against damage and loss caused by:

  • Fire and Theft
  • Storm, Lightening, water from leaking pipes
  • Flood
  • Accidental breakage of glass

And most standard policy benefits include new for old replacement, legal liability cover and credit cards – cover for loss or theft.

With many policies priced from as little as $1 a day, can you afford not to be covered??

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10 Tips on How to Secure a Rental Property in the Busiest Time of the Year

Why is it in Qld, that most rental properties seem to come on the market in January and February?

Well, unfortunately it’s a fact, and this causes some stress for most prospective tenants looking for somewhere to rent.

So we have put together some handy hints and tools to give you to make your life a little more stressless during what can already be a harrowing time.

DO YOUR RESEARCH

Even in the slow time, you need to know how if a property represents value, but when they are flying out the door during the busiest times of the year, then you need to know the market. Research similar properties and their rents so you become familiar with your target market.

SIGN UP TO INTERNET PORTALS

By signing into the major internet portals, you can be alerted on new properties for rent when they come onto the market. This put you in front of the rest of the bunch who might be looking at similar properties.

REGISTER FOR THE INSPECTION

So many prospective tenants just take a chance and turn up to an advertised inspection, only to find that the Agent does not turn up or the property has been rented. Save yourself some time and trouble by registering online for the inspection.  This way you will be notified by sms or email if a property is no longer available

ASK QUESTIONS UP FRONT

If you need to qualify a point or ask a question about the property, ask prior to getting to the inspection. Pets are usually the number 1 deal breaker, so best to get the answer right up front.

DO A DRIVE BY

Photos can be sometimes a little misleading.  I recommend always doing a drive by of the property in the first instance prior to registering for an inspection.  Can save a lot of heartache.

BE PREPARED

With so much tenants vying for rental property during the busy months, you need to be organised. If you think the property is for you, either apply online prior to the inspection remembering to include ALL of your required documents, so that the Agency has your application upfront.

PRESENT WELL AT THE PROPERTY INSPECTION

Believe it or not, but your first Rental Reference begins at the Property Inspection. Leasing consultants are usually asked to give an opinion of the prospective tenant applying for the property when an application is received.  Present yourself in the best light.

MAINTAIN COMMUNICATION

Again, with a whole bunch of applications on the Property Managers desk, sometimes it can easily become a numbers game. By maintaining communication with the Property Manager, can often put you in top of mind awareness.

OFFER THE BEST TERMS

When you are up against other applicants, you have to put yourself in the shoes of the Lessor. If there are two applications presented to the Lessor for approval and you cannot set them apart excepting maybe lease terms, the usually the Lessor will go with the one who offers the longer lease terms.

SECURE THE PROPERTY QUICKLY

Once approved, ensure that you sign the lease early and pay the required amounts due. Until money is received and or a Lease is signed, the property is still available for rent.

Happy Renting

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