Avatar of crash

by crash

Property Management incentives

October 17, 2011 in Land Lords

I often receive enquiries regarding Property Management. There are many land lords out there that are unhappy with their current managing agent and are looking for a more personalised service.

 

Why do people stay with an agent that they are unhappy with? From my experience there are 4 main reasons:

 

Costs involved in moving agencies

Running until the end of 2011. I am now offering to reimburse you management fees for 3 months to help cover any costs in moving agencies.

I am also offering:

  • An Open Listing (if vacant)
  • 28 day “try before you buy” Management Agreement.

As part of my customer service guarantee

 

Lack of good alternatives

There are many agencies out there offering standard management services. My goal is to provide a customised service to my clients for every aspect of property management.

I have over 8 years experience in residential, strata and commercial property management. Full details of my work history can be found at  http://www.linkedin.com/in/davidcrash I would like to assure you that your investment will be in good hands.

 

Management services I offer:

  • Residential
  • Commercial
  • Strata

 

Recent updates to my management services:

  • Private online access to accounts
  • Private online access to routine inspections
  • Online access to “live interactive” Property Condition Reports giving you access to photos and comments from both myself and your tenant

 


Not wishing to be locked into a new long term contract

Although I do ask for a 2 year management authority for every new property, I do have as part of my customer service guarantee:

“In the event that I am unable to resolve your concerns to your satisfaction, by mutual agreement, the agency agreement may be terminated at any time. All I ask is to be paid for any costs prior to the date of termination such as advertising.”

I also change item 3.2 of the standard REIWA management agreement from 50% to 0%

“3.2. In the event that this Agreement is wrongfully terminated by the Owner during the Term, the Owner will pay to the Agent as and by way of liquidated damages a sum equivalent to 50% 0%

of the Management Fee which would otherwise be payable to the Agent for the unexpired period of the Term. The Owner agrees that payment of the liquidated damages in this clause is a fair and reasonable pre-estimate of the damages likely to be sustained by the Agent if this Agreement is terminated prior to the expiry of the Term and reflects the real loss or damage likely to be suffered by the Agent.”

 


Fixed management agreement which has not expired

There are many avenues you may take regarding terminating a fixed term contract. I can help advise you on this.

You may also opt to wait out until the expiry of your current contract. I am more than happy to be held to any of the above points if you chose me as your future property manager for your property when your contract expires.

3 Comments »

Avatar of crash

by crash

Customer Service Guarantee

October 17, 2011 in Land Lords

Are you sick of

  • No returned calls?
  • Inaccurate inspection reports?
  • Lack of action with maintenance?
  • No action on rent arrears?

 

Try me with either

  • An Open Listing (if vacant)
  • 28 day “try before you buy” Management Agreement.

 

How does your Property Manager compare?

At Eaton Residential we are serious about our commitment to provide the best property management service to our owners, tenants and contractors.

Eaton Residential provides professional residential, commercial and strata management services with emphasis on performance and honesty.

To show this commitment is not simply lip service, on the flip side of this page I have included my minimum service guarantee to all of my owners as a measure of accountability.

 

Our minimum service guarantee:

If you wish to speak with me and I am unavailable, I will respond to your call within 1 working day.

You will always receive an honest opinion from me including supporting photos where necessary or requested.

Depending on your preferences I will advise you of and make recommendations for rent arrears and maintenance.

Eaton Residential have a complaints resolution procedure in place. In the event that you are not satisfied with my performance, I undertake to rectify your concerns within 2 working days.

If you are not completely satisfied with my management services and/or would like to discuss anything with my Manager Garry Holmes, he will always endeavour to make himself available or will return your call within 1 working day.

In the event that I am unable to resolve your concerns to your satisfaction, by mutual agreement, the agency agreement may be terminated at any time. All I ask is to be paid for any costs prior to the date of termination such as advertising.

 

Is your property vacant?

Your property will be featured on our 4 websites www.eatonresidential.com.au, www.realestate.com.au, www.reiwa.com.au and aussiehome.com within 1 working day from receipt of the signed agency agreements.

Home opens will be conducted after business hours on weekdays and on weekends to accommodate potential tenants that are unable to attend other viewings due to work commitments. Private viewings will be scheduled as requested by any potential tenant.

I will call you the same day of a home open or private viewing with a prospective tenant to advise you of the results and any recommendations I have.

 

Contact David Crash

My resume

Email me

Mobile: 0416 933 623

1 Comment »

Avatar of crash

by crash

Maintenance Timeline

June 30, 2011 in Maintenance, Tenants

For all my tenants

Maintenance need not be a painful or difficult process. With you, the Contractor and I working together, it can be a simple, quick, and relatively pain-free.

I have many great Contractors that prioritise my maintenance requests because I operate under a strict timeline for maintenance jobs.

Without this timeline, we would be given the same priority as other Agencies which would not be to anyone’s benefit.

When a maintenance job is reported, the Tenants MUST make themselves available for the Contractor to contact them, and to attend to the job.

Only with the Tenant’s complete cooperation can maintenance jobs be booked and completed efficiently.

There are different types of maintenance and each have a different target timeline which is detailed below.

If any job does not proceed by the below timelines, please call / email me and I will chase the Contractor up.

Maintenance Types

~

2 Comments »

Avatar of crash

by crash

Routine Maintenance

June 30, 2011 in Maintenance, Tenants

Examples:

  • All other maintenance items.
  • Tap dripping.
  • Internal door handle not working.
  • Crack in window.
  • Fence damaged.
  • 1 light bulb keeps blowing.

 

Timeline

  • Tenant reports maintenance.
  • Maintenance identified at a routine inspection.

 

Within 2 business days

  • PM contacts Owner and gets approval for job to proceed.
  • If PM is unable to contact the Owner, job is ordered.
  • PM emails work order to Contractor.
  • PM emails Tenant and advises which Contractor will attend.

 

Within 2 business days

  • Contractor contacts Tenant (call / Email / SMS) and arranges a time to attend.
  • If the Tenant does not take the Contractor’s initial call they MUST return the call within 1 business day.
  • If the Tenant does not return the Contractor’s call within 1 business day, the job is booked and the Contractor will use the office keys to attend to the job. The Tenant is informed via call / Email / SMS giving no later than 72 hours notice with the approximate time block that the Contractor will attend.

Examples: • 9am – 1pm • 11am – 3pm • 1pm – 5pm •

 

Day booked

  • Contractor attends job, if possible completes job or quotes.

 

Job is completed

  • Tenant reports to PM that job is completed.
  • PM advises Owner via email.
  • Job is closed.

2 Comments »

Avatar of crash

by crash

Urgent Maintenance

June 30, 2011 in Maintenance, Tenants

Examples:

  • Damage / not working essential service or safety item.
  • Hot water system not working.
  • Oven not working.
  • Tap leaking badly.
  • Broken window.
  • External door lock not working.

 

Timeline

  • Tenant reports maintenance

 

Same day

  • PM contacts Owner and gets approval for job to proceed.
  • If PM is unable to contact the Owner, job is ordered.
  • PM emails work order to Contractor.
  • PM calls Contractor, advises of job and organises a time for the job to be attended.
  • PM contacts Tenant (call / email / sms) and advises of time of job.

 

As soon as possible.

  • Contractor attends job, makes safe and if possible completes job or organises to return to complete job.

 

Job is completed

  • Tenant reports to PM that job is completed.
  • PM advises Owner.
  • Job is closed.

1 Comment »

Avatar of crash

by crash

Emergency Maintenance

June 30, 2011 in Maintenance, Tenants

Examples:

· Could cause loss of life or damage to property.
· Sparks coming out of oven.
· Tree hit power cable to house.
· Gas leak.
· Water pipe leak.

 

Timeline

  • Tenant reports maintenance

 

Within 1 hour

  • PM contacts Owner and gets approval for job to proceed.
  • If PM is unable to contact the Owner, job is ordered.
  • PM emails work order to Contractor.
  • PM calls Contractor, advises of job and organises a time for the job to be attended.
  • PM calls Tenant and advises of time of job.

 

Same day

  • Contractor attends job, makes safe and if possible completes job or organises to return to complete job.

 

Job is completed

  • Tenant reports to PM that job is completed.
  • PM advises Owner.
  • Job is closed.

No Comments »

Avatar of crash

by crash

How does your Property Manager compare?

June 30, 2011 in Land Lords

Are you sick of

  • No returned calls?
  • Inaccurate inspection reports?
  • Lack of action with maintenance?
  • No action on rent arrears?

 

Try me with either

  • An Open Listing (if vacant)
  • 28 day “try before you buy” Management Agreement.

 

Why?

  • At Eaton Residential we are serious about our commitment to provide the best property management service to our owners, tenants and contractors.
     
  • Eaton Residential provides professional residential, commercial and strata management services with emphasis on performance and honesty.
     
  • To show this commitment is not simply lip service, below I have included my minimum service guarantee to all of my owners as a measure of accountability.

 

My minimum service guarantee

  1. If you wish to speak with me and I am unavailable, I will respond to your call within 1 working day.
     
  2. Emails will be responded to within 1 working day.
     
  3. You will always receive an honest opinion from me including supporting photos where necessary or requested.
     
  4. Depending on your preferences I will advise you of and make recommendations for rent arrears and maintenance.
     
  5. Eaton Residential have a complaints resolution procedure in place. In the event that you are not satisfied with my performance, I undertake to rectify your concerns within 2 working days.
     
  6. If you are not completely satisfied with my management services and/or would like to discuss anything with my Manager Garry Holmes, he will always endeavour to make himself available or will return your call within 1 working day.
     
  7. In the event that I am unable to resolve your concerns to your satisfaction, by mutual agreement, the agency agreement may be terminated at any time. All I ask is to be paid for any costs prior to the date of termination such as advertising.

 

Is your property vacant?

  • Your property will be featured on our 3 websites www.eatonresidential.com.au, www.realestate.com.au and www.reiwa.com.au within 1 working day from receipt of the signed agency agreements.
     
  • Home opens will be conducted after business hours on weekdays and on weekends to accommodate potential tenants that are unable to attend other viewings due to work commitments. Private viewings will be scheduled as requested by any potential tenant.
     
  • I will call you the same day of a home open or private viewing with a prospective tenant to advise you of the results and any recommendations I have.

 

 

David Crash
Email
Office: 9427 7977
Mobile: 0416 933 623
My resume: http://www.linkedin.com/in/davidcrash

3 Comments »

Avatar of crash

by crash

Local area Emergency Procedures

June 27, 2011 in Maintenance, Tenants

If there could be damage to property or loss of life, contact the SES on 1300 659 213

 

Examples:

· Storms throughout Perth
· Floods throughout Perth
· Suburb / local Fires

Noting I can expect multiple calls and these are typically after business hours, the preferred action for local area emergencies is to SMS details. I can action an SMS emergency every 30 seconds, a phone call can only be actioned one at a time and will take minutes. In a local area emergency, every minute counts.

 

 

Procedure

All contractors are advised and confirm availability for emergency action.

 

If your property is affected

  • If there could be damage to property or loss of life, contact the SES on 1300 659 213
  • Try to limit damage, move your possessions out of harms way, if possible try to stop further damage to the affected area.
  • My SMSing service – 0416 933 623
  • Property Address including Suburb
  • Contact name and number
  • Exactly what has happened

IE: 330 Fitzgerald St North Perth, water coming through gutters into lounge room, ceiling collapsed David Crash 94277977

  • I will forward the SMS to my contractor.
  • They will confirm receipt and when they will attend.
  • I will forward their SMS to you.

 

 

ASAP

Contractor attends asap and effects a temporary repair or permanent as much is practical during the local emergency. 

 

 

After the local emergency

Permanent repairs are carried out as per urgent / routine maintenance procedures.

10 Comments »

Avatar of crash

by crash

Crash-up

March 22, 2011 in Miscellaneous

It’s been 3 weeks but I have finally restored my site. I took it down while I sanitised it after leaving my old company.

It was tough leaving staff and a company I have grown to love for the past 2 and a half years, even tougher to have to leave some truly amazing owners, tenants and contractors; but it really was the best decision for my career.

I have started working at Eaton Residential and am really enjoying my time here.

Garry Holmes, my new general manager is amazing. He sees the same future for property management as I do, a concierge style management that I have been striving towards for the past 8 plus years, and something lacking in most “one-size-fits-all” agencies.

I remember watching Michael J. Fox in “the concierge” when I first started out in Real Estate and decided that was what I wanted to be. I wanted to know all my clients personally; owners, tenants and contractors alike, to anticipate their needs, exceed their expectations, have what they needed before they knew they needed it, and provide a truly customised service to all.

This is something I have aimed towards my whole career and something I feel I will have the room and flexibility at Eaton Residential to achieve for all my clients.

Needless to say, I am excited about my future at Eaton Residential.

17 Comments »

Avatar of crash

by crash

Top maintenance 2010

January 19, 2011 in Maintenance Statistics

Updated | 1/7/2011

This information contains statistical information for my old rent roll at my previous agency and does not reflect my new agency.

It will be interesting to see how my old stats compare against my new rent roll.

~

Although Crash Maintenance was an amazing success with such a large rent roll as I had at my previous agency, I have now moved to an agency where I have half as many properties to manage and can now personalise the maintenance process as well as every other aspect of property management for my owners, tenants and contractors. 

I have since written a program similar to Crash Maintenance which incorporates contact management for all my clients, a project management system for the whole maintenance process as well as including all the statistical information I have come to love. 

I will always be indebted to Crash Maintenance for streamlining my maintenance process regardless of how basic it was compared to the program I have made and now use.

 

~

Top maintenance 2010

Now that we have 5 months worth of data I thought it would be a good time to look at the top 3 maintenance types and how they have compared with other maintenance requests.

Handyman jobs have seen a rise from October towards the end of 2010. Total 11% over the past 5 months.

Electrical jobs have declined since their highest point in October. Total 19% over the past 5 months.

Plumbing has had a steady decrease in jobs requested in line with the decrease in the total of jobs requested. Total 29% over the past 5 months.

Plumbing remains the number one requested maintenance item throughout my rent roll.

No Comments »