Our commitment to Property Management Services

We are fully committed to delivering the Silver Service experience and performing the following duties whilst managing your property, so much so we are providing this Guarantee of our services. If we fail to meet any of these standards, providing we are notified in writing and we do not rectify the matter within two (2) business days, we will provide three (3) months of Property Management for free.

This Guarantee is not covered if:

  • We are requested to carry out non-standard duties.
  • Matters are outside our control. For example, a natural disaster or accident.

Marketing your property for lease

We will work with you to set out the appropriate guidance and marketing materials. Your property will be accurately described and you will be given the opportunity to contribute to its marketing.

For lease signage and boards

If signs are permitted, we will erect a ‘For Lease’ sign on your property within 5 working days of listing.

Online listing

We will place your property listing on all appropriate and top ranking real estate websites suitable to your market, as well as on our own website www.silverservicere.com.au . The listing will be available within 2 working days of engagement, with each listing featuring at least 5 property photos.

Photography

We provide complimentary photos using our in-house facilities, but our recommended preference is to use our professional photographer.

Videography

If you would like a professional video of your property, please ask your designated property manager for more information.

Open for inspection

  • We will conduct an unlimited number of private viewings of your property and at least one open for inspection each week (if appropriate) until the property is leased, subject to access provided to us by any current occupant.
  • All property viewings are carried out by one of our representatives. We never give your keys to prospective renters at this stage.
  • We will update you on the status of your property and the market response at least once a week and provide you with analysis until such time as the property is leased. This includes feedback from prospective renters, hits to online advertising, comparable listings, and general market discussions relevant to your postcode.

Leasing your property

  • All information and tenancy application references will be verified by us within 1-2 working days of receipt.
  • Unless you instruct Silver Service otherwise, all potentially suitable lease applications will be referenced to you for a decision.
  • We will lease your property for the rental amount nominated between us, or higher if the market justifies it, and your property will not be leased for a lower amount without your prior consent.
  • Subject to the lease commencement date and the lessee’s availability, we will prepare the required documentation on the same day or within 1 working day of approval.

Rent Collection

We have a zero tolerance policy to rent arrears and always follow up late rent payments in accordance with the requirements set out in the relevant legislation (RTA 97). Where rent arrears are paid – you will be advised directly by us. Please bear in mind, rental is not officially deemed in arrears until the third day after the rental due date, which allows for banking downtime and our arrears management procedure.

This is our arrears process, below:

  • 3 Days behind – SMS alert sent and/or a reminder email.
  • 5-7 Days Behind – SMS alert sent, plus follow up phone call.
  • 15 Days Behind – Serve notice to vacate, which obligates the leasholder to vacate the property within 14 days and/or pay all monies owed at the discretion of the property owner.
  • Should your leaseholder get to 14 days in arrears – we will contact you to seek your instructions regarding possible termination of the lease. If termination of the lease agreement is necessary – we will keep you informed throughout the legal process.
  • Approx 18 Days Behind – Lodge application with VCAT (Victorian & Civil Administration Tribunal) for an Order of Payment and a Warrant of Possession, if necessary.
  • Approx one month behind (30-35 days) – Tribunal hearing. An order will be made for the leaseholder to pay or be evicted.
  • Approx 5-7 weeks behind – Eviction may occur if payments are not made, as per the Tribunal Order and owner’s instructions

Rent monies

  • All monies received by us will be transferred into your nominated bank account or posted by cheque if preferred on the same day or within 1 working day of our rent statement being issued to you. Please note, this may be within 2 working days as monies will not appear in your account until the next banking day after remittance has been finalised.
  • We can provide you with fortnightly rent payments, if required.

Repairs and maintenance

  • All non-urgent repair requests from renters will be attended to within 2 working days of receipt.
  • We will not arrange any repairs to your property without your knowledge and approval, unless the repair is defined as ‘urgent’ under the Residential Tenancies Act and we have been unable to contact you.
  • We will attend to any urgent repair request within 4 hours of receipt.
  • All reasonable steps will be taken to obtain the best price for your repairs and maintenance.
  • We will only use appropriately licensed and insured tradespeople for any repairs or maintenance work to your property.
  • We will provide you with a copy of the invoice for any work required on the property.

Lease Agreement Renewals

We will review the lease agreement for your property approximately 90 days prior to its expiry. Unless you instruct otherwise, we will offer the Leaseholder a renewal of the agreement for the same period as the initial agreement at the same rent or a higher rent if the market justifies it. You will be advised if the leaseholder does not want to renew their tenancy agreement.

Periodic Inspections

We will carry out the permitted two (2) periodic inspections of your property each year and provide you with a detailed report each time.

Tenant Vacating

On receipt of vacating notice, we will:

  • confirm the details in writing to you (including recommendation of new asking rent) and the leaseholder
  • provide follow up phone call should no confirmation be received from you within 1-2 working days
  • put the agreed advertising plan into effect same day or within 1 working day of the new asking rental being confirmed with you
  • prepare all necessary vacating documentation
  • arrange access for viewings by prospective tenants

We will endeavour to identify any potential problems with the property pre-vacate and communicate as required both with you and the Leaseholder.

After the Leaseholder/Renter vacates the property:

  • process any requirements relating to the Bond refund within maximum four (4) working days
  • if deductions from the rental bond are considered necessary, full details will be provided to both you and the Leaseholder complete all necessary documentation to finalise the rental bond within a further six (6) working days.

Property Disbursements and Statements

All agreed property disbursements will be paid on your behalf by or prior to the due date (subject to the availability of funds). Your Rent Statement will be sent to you via email at the same time the EFT remittance is prepared on your behalf or, if being issued by post, it will be sent same day or within 1 business day of the EFT remittance being prepared.

Your Rent Statement will be personally checked by your Property Manager prior to being forwarded to you.
We will provide you with an accurate Annual Income and Expenditure Statement upon request and at the prescribed cost within two (2) working days of your request being lodged after 1 July or the first working day of the new Financial Year.

General Communication

Our official office / administrative hours are 9.00am – 5.00pm Monday – Friday

NB: we fulfill our onsite requirements both after hours and on weekends as required and as appointed.

We will respond* to:

  • telephone messages within 4 hours (if of an administrative nature)
  • within 24 hours (for non-office personnel)
  • email within 24 – 48 hours
  • fax within 24 – 48 hours
  • mail within 48 hours

* NB: please allow for downtime over weekends for non-urgent and/or administrative queries.

We will promptly and proactively advise you of pertinent matters affecting your property or the tenancy.

Complaints Handling

Complaints received in writing (i.e. fax, letter, email) will be acknowledged within 1 working day
All complaints will be formally recorded and responded to within two (2) working days.

Documentation

We will provide all documentation in clear and concise English.

We will ensure that all documentation is accurate and complete.

All property Condition Reports will be comprehensively and accurately completed.

Copies of all documents (e.g.: the lease agreement) that we sign on your behalf as Agent will be forwarded to you (unless you instruct otherwise).

Personal Information

All personal information will be held in the strictest confidence and will not be released to a third party without written authorisation.

All updates and corrections advised to us will be recorded in our system either same day or within 1 working day.

Professional Standards

The highest standards of honesty, integrity and professional practice will be conducted in compliance with the Victorian Estate Agents Act and Regulations.

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