At Crockers, our Client Service Guarantee sets clear standards for how we manage your rental property and support you as a landlord.
From marketing your property and securing suitable tenants to managing rent, maintenance and ongoing communication, our team is focused on protecting your investment and delivering a consistently high level of service. With established systems to help minimise rent arrears and loss, plus access to 24/7 emergency maintenance support, you can have confidence that your property is being professionally managed.
Marketing Your Property For Lease
Your property will be listed for rent within one working day of receiving the current tenant’s notice to vacate (if re- tenanting required).
A rent review will be conducted before re-listing the property for rent to ensure correct market rent is advertised.
We will place a listing for your property on our Crockers website along with OneRoof, Homes and HouGarden websites free of charge. Listing on Trademe and realestate.co.nz incurs an additional cost.
Your property will be accurately described and advertised.
We will conduct an unlimited number of private viewings of your property until the property is leased (subject to access provided to us by any current occupant).
All property viewings will be arranged by one of our leasing consultants.
We will update you on the status of your available property and provide you with regular communication until the property is leased.
Leasing Your Property
All information and references provided by tenancy applicants will be actioned by us within 1 working day of receipt.
All successful tenancy applicants will be credit and reference checked.
If you require, all potentially suitable tenancy applications will be referred to you for a decision.
We will lease your property for the rent agreed between us (or higher if the market justifies it) and the property will not be leased for a lower amount without your approval.
Subject to the tenancy commencement date and the tenant’s availability, we will prepare the tenancy documentation within 2 working days of tenancy approval.
A bond of up to four weeks rent will be taken from the new tenants and lodged with the Bond Centre according to RTA requirements.
Rent Monies
As standard, all monies received by us, less fees and disbursements, will be banked into your nominated bank account within 2 working days of the end of each month.
Rent levels will be reviewed at least once annually and increased if the market has changed.
Fixed Term Tenancy
We will review the tenancy agreement for your property a minimum of 42 days before it expires.
Unless you instruct otherwise, we will offer the tenant a renewal of the tenancy agreement for the same period as the initial agreement.
You will be advised if the tenant does not want to renew their tenancy prior to the end of the fixed term agreement. The renewing tenancy automatically becomes a periodic agreement unless the tenant agrees to a further fixed term.
Repairs and Maintenance
All non-urgent repair requests from tenants will be acted on within 2 working days of receipt.
We will not arrange any repairs to your property without your knowledge and approval for all maintenance greater than your pre-approved disbursement level (unless the repair is defined as “urgent” under the Residential Tenancies Act).
We will attend to any ‘urgent’ repair requests as soon as notified.
All reasonable steps will be taken to obtain the best pricing for your repairs and maintenance.
We will only use appropriate qualified tradespeople for any repairs or maintenance work to your property.
Vacating
On receipt of a notice to vacate, we will:
Confirm the details in writing to both you and the tenant.
Prepare all necessary “end of tenancy” documentation.
Arrange access for viewings by prospective tenants.
A vacating inspection will be carried out to check for any potential problems with the property.
After the tenant vacates the property we will make deductions from the bond if necessary.
Property Outgoings & Rent Statements
All agreed property outgoings will be paid on your behalf before the due date (subject to availability of funds).
Your Rent Statement will be sent to you within 2 working days of our monthly close off date.
General Communication
During office hours there is always a duty manager available should your property manager be on leave or otherwise non-contactable.
We will respond to:
telephone messages left before 3pm the same working day, otherwise within 1 working day.
email within 1 working day.
We will promptly advise you of anything that urgently affects your property or the tenancy.
Periodic Inspections
Each year we will carry out periodic inspections of your property as per your Management Authority Agreement and provide you with a detailed report of each visit, including photos and summary comments.
Complaints
All written complaints will be formally recorded and responded to within 2 working days.
Documentation
We will:
Provide all documentation in clear and concise language.
Ensure all documentation is accurate and complete.
Ensure all property condition reports are comprehensively and accurately completed.
If requested, ensure copies of all documents that we sign on your behalf are forwarded to you.
Personal Information
All updates and corrections advised to us will be recorded in our system within 1 working day.
Guarantee
For any current client, if we fail to meet any of these standards the next 3 month’s management of your property will be provided free of charge.
This Guarantee does not apply when:
We are requested to carry out non-standard duties.
We are not informed of any failure to meet these standards in a timely manner.
Matters are outside our control. For example, a natural disaster or accident.