Case study: Repairs not reported or actioned.

An owner transferred management to us after experiencing ongoing frustration with their previous agency. The tenants had been reporting maintenance issues for months, including a leaking shower, broken flyscreens, and a faulty exhaust fan, but the previous agency had failed to take any action. These issues worsened over time, eventually causing secondary damage such as mould in the bathroom and water staining to the ceiling. When we took over, we found that no work orders had been raised and no communication had been provided to the owner.

 

This neglect created unnecessary repair costs, impacted the tenants’ satisfaction and left the owner exposed to potential claims under their landlord insurance policy. It also meant the property had declined in condition and presentation, affecting both rentability and long-term value.

 

Our approach ensures maintenance is never overlooked. We maintain close communication with tenants and respond promptly to all repair requests, whether minor or urgent. Every maintenance item is logged, reviewed and actioned by a team member who follows it through to completion. We keep owners informed at each stage, providing quotes – which are reviewed by our Department Head if valued over $1,000.00, photos and professional recommendations before proceeding. By maintaining this level of care and responsiveness, we protect both the property’s condition and the owner’s financial interests while ensuring a positive experience for tenants.