unique realty ltd

MREINZ licensed under REAA 2008

Property Management Guide

www.uniquerealty.co.nz

Meet the Rental Team at Unique Realty Limited They are well qualified in the efficient management of rental property Jeff Raggett - Manager - Property Manager

Darryl James - Property Manager

Jeff joined Professionals in 1997 and is an experienced Manager, guiding his rental team to an award winning standard. He is a property investor in his own right and believes the key to successful property management is good communication, accountability and selecting the right people for the job. Jeff is available to all clients to discuss any issues that may have arisen and is also available to assist with all property management business from tenant selection through to dispute resolution. Phone: ANYTIME 350 1774 Mobile: 027 444 5673 Email: [email protected]

Darryl has a thorough knowledge of the rights and obligations of tenants and property owners. This enables her to make a quick and accurate judgement relating to any tenancy issue. She is also highly skilled in dealing with any form of tenancy breech and pursuing this through to mediation or Tenancy Court where appropriate. Phone: ANYTIME 351 0411 Mobile: 027 847 4586 Email: [email protected]

Jess Williams - Property Manager

Bev Fletcher - Property Manager

Jess has a very strong and confident personality. Her positive and professional attitude along with her practical approach to a very active job is an asset. You will find Jess very calm and helpful in any situation. She has been a key member of the Property Management Division since 2004. Phone: ANYTIME 350 1776 Mobile: 027 370 0133 Email: [email protected]

With over 15 years experience, Bev has a wealth of knowledge in every aspect of Property Management. She has a particular skill in the legal and regulatory fields and applies this knowledge with confidence and fairness so that all parties comply with what is expected of them. She has also has a proven history of working closely with property owners. Phone: ANYTIME 351 0410 Mobile: 022 066 2477 Email: [email protected]

Carolyn French - Property Manager

Marc Booth - Property Manager

Carolyn is and experienced property professional having been with Unique Realty Ltd since 2004. She is an experienced and successful business person who is fully committed to looking after your important investment asset and your tenant. We all benefit from the experience and qualities that Carolyn brings into our property management team . Phone: ANYTIME 350 1775 Mobile: 027 540 0842 Email: [email protected]

Marc was promoted from our front desk reception where he provided outstanding service as a letting agent. Marc processes his work methodically and efficiently and has a big personality to go with it. He believes that his excellent communication is the key to his success as a Property Manager. Phone: ANYTIME: 351 0412 Mobile: 021 131 6647 Email: [email protected]

Dan Granger - Property Manager

Shelley Harvey - Administration and Letting

Dan is a mature, logical thinker, with good common sense which makes him ideally suited to property management. He joined our property management team in October 2011. Dan has a background in customer service and project management which are skills he uses effectively as a property manager. Phone: ANYTIME 350 1777 Mobile: 021 909 996 Email: [email protected]

Shelley is our first point of contact on the rentals reception. Shelley has a bubbly personality and will cater to all enquiry with respect and confidence. Shelley is very diligent which is an essential attribute for our front line administration and letting agents. Shelley has come with a long history in retail and customer service which adds to our wealth of experience in reception and administration. Phone: 359 1616 Email: [email protected]

Mark Kernan - Property Manager Mark has an outstanding record as a Property Manager since 2004. Marks background of an 18 year career in law enforcement in various roles gave him the perfect introduction to property management. This combined with his natural knowledge and mediation experience, extends into his role as property manager. Phone: ANYTIME 350 1778 Mobile: 027 876 3475 Email: [email protected]

Clarissa Ginders - Accounts & Administration and Letting Clarissa has the very important role as our accounting administrator. She has taken on the huge responsibility of making sure our landlords and the accounts are paid on time. Clarissa brings to the job previous property management accounting experience from her prior employment. She is experienced and a very competent team member. Phone: 359 1616 Email: [email protected]

Lauren Channon - Property Manager

Samantha Huizinga (Sam) - Administration and Letting

Lauren has been a key member of our property management team since 2008. She is an experienced letting agent and now provides excellent service as a Property Manager. She has a very calm and methodical approach to her day to day tasks. Phone: ANYTIME 350 1779 Mobile: 027 696 7117 Email: [email protected]

Sam joined the Rentals Team April 2014. She is employed as part of our Administration Team on reception and as a letting agent. She is the perfect person for this role and is a very bright young lady who has a great presences, greeting everyone with a smile. She is very diligent in documentation preparation and delivers outstanding service. Phone: 359 1616 Email: [email protected]

Jeanette Sandford Office Manager - Administration & Letting Jeanette joined the property management team in October 2011 after an 18 year career in banking. Jeanette is the perfect person working on the front desk putting her customer service, administration and accounting skills to good use every day. Jeanette is a joy to work with and she enjoys the team and the variety of work. Phone: 359 1616 Email: [email protected]

Welcome Unique Realty Property Management is a division of the highly respected family owned business of Unique Realty Limited. Our Property Managers are fully conversant in all aspects of property management and understand the obligations of landlords and tenants contained in the relevant legislation. Whilst we can boast of up-to-the-minute technology, systems and flair, we remain firmly traditional in our customer service delivery and our belief in the value of establishing long term relationships with our property owners. We understand that placing your investment property in the hands of a Property Manager requires a huge degree of trust and confidence. To earn this trust we do not just collect rent. We take pride in ensuring that your property is fully cared for. We will professionally and personally look after your investment and we invite you to take advantage of our expertise and reputation in this demanding service. One of the big motivators for investors in New Zealand is the DIY ethic where owners can work on their property themselves: fixing it, painting it, cleaning it, just as they do with their own homes. On the one hand that’s not such a bad thing. On the other hand it is very easy for owners to under-estimate the value of their own time and energy. Time and energy are not renewable resources and are best saved for higher priorities. Apart from that, it’s so easy for a property owner to take a “soft line” with tenants and this can often lead to the owner making all the compromises while the tenant gets off the hook. In our role as professional Property Managers we maintain a more objective relationship with tenants. We have heard every excuse under the sun and only in the most genuine of cases will we step back from taking immediate action to deal with arrears of rent or any other breach of the Tenancy Agreement. Any decisions made will be after full consultation with our Landlords.

Because we are confident of our high standards, we offer an unconditional guarantee. OUR GUARANTEE If the Property Manager fails to meet the owner’s expectations of service over the initial three months of management, Unique Realty Limited will refund three month’s worth of management fees and cancel the Management Agreement.

The Following Services Are Included In Our Fee •

Promote your property in our colour marketing booklet

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Accompany prospective tenant viewings where appropriate

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Provide regular reports to the owner while the property is available for rent

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Prepare a pre-letting inspection report with photos

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Provide tenants with our tenant handbook

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Conduct rent checks and action any arrears immediately

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Provide monthly statement of income and expenditure

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Conduct three monthly property inspections ($35.00 plus GST each or $50.00 plus GST if outside City)

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Advise tenants when their behaviour or actions are not acceptable

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Issue breach notices where required

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Advise owner of any maintenance issues needed to keep the property in good repair

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Arrange for repairs and maintenance where authorised

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Pay accounts on behalf of owner, where authorised, such as rates and insurance

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Assist with any insurance claims if requested

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Attend mediation or Tenancy Court where required

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Conduct timely rent reviews

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Carry out bond release at end of tenancy to ensure the property is left in an acceptable condition and rent is fully paid up

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Apply to Tenancy Tribunal if the bond does not cover rent arrears, cleaning or repairs or the tenant will not pay

Marketing Over the years Unique Realty has built a high profile and prominence within the Manawatu. We attract a high volume of tenant enquiry through offering a diverse selection of properties backed by our high standard of service. We promote your property through a range of marketing initiatives to minimise vacancies and to find the best selection of potential tenants that would suit your property. We market your property by •

Internet: www.uniquerealty.co.nz www.realestate.co.nz www.professionals.co.nz

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Distinctive on site property signage

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The “Hot List” of available properties updated daily and emailed to prospective tenants

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Colour magazine with all available managed properties

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Eye catching window displays in our high profile office

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Touch screen display in our reception

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Promotion in local newspapers

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Our office is open on Saturdays to service the demand from new tenants

Tenant Selection At Unique Realty we have a consistent and rigorous selection process to ensure we get the most suitable tenant within the shortest timeframe. •

All viewings with prospective tenants are conducted by the Property Manager or our Letting Agent. This enables us to make a better assessment of their character and suitability for your property. It also safeguards the security of your property and allows us to report back to you regarding any matters that tenants might see as a negative.

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Our landlord reference checks are always done by personal call. We don’t accept written references and we verify that the landlord named is the actual owner of the property.

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We always check Tenancy Tribunal records and carry out credit checks where appropriate.

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When an applicant has not been renting we check employment and character references. This is also done personally rather than relying on written references.

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Your Property Manager will make the final recommendation after discussion with the Letting Agent where appropriate.

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While your property is vacant we will give you a regular report on response to advertising and any issues that could be a hindrance to finding a tenant.

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Tenant applications are dealt with as a high priority so we don’t risk missing out on good prospects.

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We turn down a large volume of tenant applications rather than compromise on quality.

Rent Collection •

Rent is paid into our independently audited trust account. This is monitored on a daily basis and if a payment is missed we follow up by:

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ONE DAY BEHIND. Phone the tenant and remind them we have a zero tolerance policy towards rent arrears.

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SEVEN DAYS BEHIND. 14 day breach notice issued with advice that failure to comply could result in lodging an application with the Tenancy Tribunal. At this stage we can elect to negotiate with the tenant depending on their circumstances however the application is lodged to ensure no time is wasted if the arrears continue.

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If arrears continue for three weeks we make an immediate application for termination

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Rent is paid into the owners account before the 10th day following the end of each month. We can pay fortnightly by arrangement.

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The owner receives a monthly statement detailing rent collected and any disbursements together with a copy of any invoices.

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At the end of the financial year we provide a twelve month summary of all income and expenditure.

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We carry out a rent review at the beginning of each tenancy or at 12 month intervals, whichever is the earlier. While it is important to keep rents at the highest sustainable level we do not enforce a rent increase during the term of a tenancy without the owner’s consent. Any increase that could result in a vacancy must be considered very cautiously.

Regular Inspections Regular inspections are essential to monitor the behaviour of the tenant as well as recording any longer term maintenance issues that the owner would be responsible for to ensure the long term integrity of the building. This also protects the owner against any breach claimed by the tenant. Landlords can now be subject to substantial fines of up to $4000 for certain breaches. (See penalties & fines page). •

At the beginning of each tenancy we carry out an inspection report with a detailed description of each room and the outside areas. This includes extensive photographic records. The tenant must accept or amend this report which then becomes the basis of our three monthly inspections and for the bond release at the end of the tenancy.

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We inspect the property every three months unless otherwise directed by the owner. Most insurance policies now require inspections at three monthly intervals.

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Detailed inspection reports are emailed directly to the owner together with recommendations and photos.

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If there are any problems with the tenant we give them either a warning letter or a breach notice and we schedule a further inspection to follow up.

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If any repairs are required as part of the owner’s responsibility we will attend to these up to the agreed expenditure limit in our management agreement. Any cost in excess of this would be discussed with the owner before work being authorised.

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We can supply long life smoke detectors at a discounted price and we monitor them at every scheduled property inspection

Repairs And Maintenance We generate a large volume of work for a range of contractors. This allows us to provide cost effective repairs and maintenance with a consistent and reliable standard of workmanship.

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We use a panel of independent contractors rather than employing them directly. This means that they are competitive in their pricing and that we have access to a range of specialists in their own field.

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All the contractors we use work to an efficient response time and have respect for our tenants.

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As well as our routine maintenance checks we can also arrange for chimneys to be swept and spouting to be cleaned on a seasonal basis.

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When a tenant gives notice to vacate we immediately notify the owner and can arrange for an inspection with the owner so they can make their own assessment of condition and assess any need for longer term maintenance plans.

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The owners do have the choice of completing any maintenance themselves or employing their own contractors.

End of Tenancy The end of a tenancy can be a troublesome time for private landlords, particularly if they have not been diligent with their inspections and rent arrears. Our office systems and procedures greatly reduce the likelihood of such problems. The following sequence we follow at the end of a tenancy will give the landlord maximum protection and peace of mind. •

We advise the owner immediately notice to vacate has been given or received. We commence advertising and give the owner an opportunity to inspect the property to consider any upgrading. Otherwise we report to the owner on overall condition of the property with any recommendations that would enhance the value or rental return before starting a new tenancy

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Immediately provide the tenant with a very detailed schedule of how the property must be presented at the final inspection.

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We carry out the bond release inspection based on the initial property inspection report that the tenant agreed to at the beginning of the tenancy. This is supported with photographs.

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If there is a disagreement regarding the bond we resolve this through mediation and through the Tenancy Tribunal if necessary.

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If there is a Court Order against the tenant and they do not pay we make a further application for an “Order for Examination” and a deduction from the tenant’s wages or benefit. The debt is also lodged with a collection agency where appropriate.

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The above procedures are included in our management fee, except for Court filing fees and Application fees which are paid by the owner and added to the debt owing by the tenant.

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Although we take every care with tenant selection and to protect the landlord against default or damage during the tenancy, the risk belongs with the owner and we will not be held liable for any loss or damage incurred as a result of the tenancy.

Penalties And Fines The 2010 amendment to the Residential Tenancies Act introduced a number of fines that can be imposed on Landlords and Tenants. Part of our role is to protect both parties from incurring these fines which are set out below. UNLAWFUL ACTS BY LANDLORD

MAX FINE

Unlawful discrimination Renting a property that is not “reasonably clean and tidy” Failing to comply with health and safety requirements Failing to supply adequate means of water storage Intentionally failing to comply with a works order Interfering with the tenant’s quiet enjoyment Landlord seizing or disposing of tenant’s goods without proper process Failing to appoint an agent when overseas for more than 21 days Asking for more than four weeks bond Requesting an unauthorised form of security Breach of Landlords duty on receipt of bond Requiring more than two weeks’ rent in advance Interfering with essential services to property Altering locks without tenant’s consent Requiring key money Unlawfully entering tenancy premises Contract to contravene or evade provisions of the RTA Landlord requiring rent in excess of market rent order Failure by landlord to give receipts for rent Landlord failing to keep proper records

$4000 $3000 $3000 $3000 $3000 $2000 $2000 $1000 $1000 $1000 $1000 $1000 $1000 $1000 $1000 $1000 $1000 $200 $200 $200

UNLAWFUL ACTS BY TENANT Interference with means of escape from fire Intentionally failing to comply with a works order Harassment of tenant or neighbour Failure to observe duties on termination Using premises for unlawful purposes Allowing number of residents to exceed the stated maximum Assigning or sub-letting where prohibited Altering locks without consent of the landlord

$3000 $3000 $2000 $1000 $1000 $1000 $1000 $1000

Selling My Property At Unique Realty we have one of the largest and most successful residential sales teams in the Manawatu. Should you consider selling your investment property, there are several reasons why your best choice would be to use our sales division. •

If you are in the early stages of considering a sale our sales team can provide a market appraisal with no disturbance to your tenants and no risk of them becoming unsettled.

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If you decide to sell your Property Manager will be able to explain the selling process to the tenants and advise them of their rights and obligations. Your Property Manager will encourage the tenants to have the property looking at it’s best for viewings.

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Once the property goes on the market our sales people will be courteous and considerate towards your tenants. This will make open homes and appointment viewings easier to arrange and keep the tenant happy during the sales process so there is no rental loss to you.

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If the property is likely to sell as an investment with the existing tenancy in place, your Property Manager will be able to provide the salesperson with a tenant history, where appropriate.

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Our market share in the monthly statistics for sales within Palmerston North show us to be consistantly in the top two in the city.

Management Fees And Service A. B. C.

In respect of all rental and other monies collected on behalf of the owner, the fee is 8% plus GST Arranging or supervising repairs, maintenance or renovations, a fee of 8% plus GST For scheduled property inspections the fees are as follows

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Within Palmerston North City Boundary Outside of Palmerston North City Boundary For a furnished property in any location

$35.00 plus GST $50.00 plus GST 70.00 plus GST

D. E. F.

For a credit check through Veda For a Tenancy Tribunal application Bi-monthly statements, an additional

$25.00 Plus GST $18.00 plus GST $5.00 Incl GST

Landlord Testimonials A.

The Professionals Unique Realty Ltd manages six of our properties over the last 10 years or so and we have had outstanding service – no problems for us as absentee landlords. (Bain Cross)

B.

A team that goes the extra mile when required. (Robyn Revell)

C.

Jeff and the team are very helpful and efficient in dealing with various tenant related issues. We would recommend this service to anyone else thinking of investing in real estate in Palmerston North. (Linc Family Trust)

“Award winning team” UNIQUE REALTY LIMITED has been recognised as the top New Zealand office within Professionals group. The award was made at the group’s annual conference. This is the supreme award amongst Professionals group nationwide and it reflects the highest standards of skill and experience through all divisions, including Property Management. In addition to that, the honour of top individual Property Manager for New Zealand was awarded to Dan Granger from our Palmerston North office. This is an outstanding achievement based on occupancy rates, low rent arrears and rental growth. Dan is modest about receiving the award, saying “it reflects the first class administration and support which puts all our Property Managers right up at the top of their profession.” Our Property Management office also won the award for top rental office in the North Island, Central/Wellington region. These awards mean that when you appoint Unique Realty as your property rty Manager you know that you are getting the best possible service and experience. xperience.

NOTES

NOTES

unique realty ltd

MREINZ licensed under REAA 2008

214 Broadway Avenue PO Box 2024 Palmerston North p: 06 359 1616 f: 06 350 0155 e: [email protected] w: ww.uniquerealty.co.nz

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