Below we have compiled a list of common questions that you may find informative. Further information is available on our website.
What is your strategy for finding tenants?
There are two parts to seeking a tenant. The first part is the advertising, and the second part is the reference checks.
Advertising:
We advertise all properties on realestate.com.au as Premier Listings. These adverts are the largest they offer and show at the top of the search results.
All adverts include 360-degree virtual property tours. Tenants can walk through the entire property at their leisure, 24/7. Adding 360-degree tours to listings increases the number of tenants who view our listings and allows us to pre-qualify tenants
We contact a network of companies, such as The Rent Fairy and relocation agents, who assist tenants in finding their next home. We also advertise on domain.com.au, rent.com.au, homes.com.au, the Soho App and our website. The wider we cast our net, the better.
We have software that immediately replies to all enquiries and gives the tenant an option to book an inspection time or join a waitlist for the next available time. We prefer to show properties by appointment whenever possible, as it gives us a chance to gauge a tenant's suitability one on one. It also allows us to show the tenant the property as soon as they get in touch with us.
Reference checks:
Meeting a tenant at an inspection and their communication before and after offers an invaluable insight into their suitability. We thoroughly vet all references (rental history and employment) and run the tenant through the Equifax National Tenancy Database. This will confirm their identity against government databases. The search shows if they are blacklisted on that database or have any court or bankruptcy records, directorships, and visa status (if they have an overseas passport). We also search Facebook, Linked In etc.
Our software allows the reference checks to be automatically sent to referees straight after the tenant has applied. The faster an application is processed, the higher the chance of securing great tenants.
What is the vacancy rate across your rent roll?
Our vacancy rate usually sits at 1%. We work very hard to ensure tenants stay on long term.
What steps do you take to follow up on late rental payments?
Rental payments arriving on time are primarily due to the following:
1. Comprehensive reference checks
2. Expectations set with tenants at the start of their tenancy
3. What is accepted by the property management company
Tenants are advised of our company policy of zero tolerance for rental arrears. We explain our expectations and offer them the ability to set up their rental payment schedule from day one to coincide with their work payments.
We reconcile our trust account daily, so rental arrears are flagged immediately. If rent is one day late, an email is sent to the tenant immediately. We follow up every day until rent is paid.
Occasionally, tenants will have a valid reason for late payments, and we work with them to ensure quick payment. If a tenant's rent reached 14 days late, we would lodge a claim at NCAT and issue a vacate notice to the tenant.
Avoiding rental arrears comes down to expectations, communication and educating tenants on their responsibilities under the Residential Tenancies Act.
What percentage of your tenants are behind on their rent?
Our usual rate is 0, and we work hard to keep it this way.
My current property manager changes regularly. Will I have one contact point with you?
Frontdoor Property has been running since mid-2010. We've had great success and the pleasure of dealing with thousands of owners and tenants. We are around for the long haul.
The Principal and Director of Frontdoor Property is your property manager, and that won't change. We have admin staff and managers who show the properties when the Principal is unavailable, but that is the exception rather than the norm.
Low pay, high stress and high staff turnover are typical in the industry. Property management is often used only as a stepping stone to sales. At Frontdoor, we are different - we specialise in property management and are incredibly passionate about it!
Have you had any tenants who have caused malicious damage?
Thankfully we haven't had this happen. We are very vigorous in our tenant screening process and conduct regular inspections. Occasionally we speak to a landlord and explain that while there is no reason on paper to decline to application, our gut feeling says not to go ahead. Tenant selection is vital in preventing issues.
Landlord insurance is strongly encouraged for all rental properties to ensure you are covered. Many of our landlords use EBM, who specialises in landlord insurance or Terri Sheer. While we haven't had to process any claims for malicious damage, we certainly have had storm damage, damaged floorboards from leaks etc.
We conduct the first inspection at three months and then every six months after that. Even if the tenant has been there for years and everything has been perfect, it is still essential to regularly inspect and be on top of everything.
How many properties do you manage?
We are a smaller company and can offer much higher service levels than our competitors. Most property managers manage 350+ properties per person. At Frontdoor, we are involved in the entire process (no BDMs or leasing managers) and manage up to a maximum of 150 properties per person.
How often do you inspect properties?
The first inspection is conducted after three months once the tenant has settled in. We want to ensure that the premises are being cared for to our expectations. Inspections are conducted every six months after that. These are in-depth inspections to ensure the tenant is happy (we want great tenants to stay) and that maintenance is identified and actioned. Keeping on top of repairs means our landlords save money in the long term and achieve higher rental incomes.
How do repairs and maintenance work?
When creating a work order, the landlord is sent a copy simultaneously with the trade and the tenant. You will always be 100% informed of what is happening with your properties and when. You can be as involved or as hands-off as you like. Many of our landlords live overseas, and we are more than happy to keep the processes moving while also paying your outgoings, such as water and council rates and insurance, if you prefer.
At the onset of the agreement, we would discuss what type of items you'd like to be informed about and what you are happy to go ahead with without consultation.
For repairs and maintenance, will you obtain three written quotes (except for emergencies)?
We ensure regular industry checks on pricing so that when a job does come up, we can book it in without delay, knowing the price is fair, and the workmanship is excellent. This process is for the trades we use weekly and for the jobs that come up often. These trades work with us regularly, so we get priority service and follow-ups that we wouldn't get with a new business. For jobs over $350, we would always discuss this with you first and obtain quotes where applicable.