Our Property Management Service Standards


At Highlands Property, our business has been built on providing a high level of service to landlords in the Southern Highlands. Our service standards are guided by the real estate industry’s Codes of Practice. We wish to maintain this level of quality in all of our business dealings, which is why we promise to deliver the following service standards. If we don’t deliver our promise to you, we guarantee you two months fee-free by way of compensation.

1. Personal attention from your dedicated team
You will have a team of people serving you, with an experienced Senior Portfolio Manager as your primary point of contact. If your Senior Portfolio Manager is away there will always be someone else able to help you, either the Property Management Team Leader, or one of the Property Managers.

2. Fast responses to your enquiries
We guarantee to answer your calls within 4 hours during business. Email queries will be answered within 24 hours.

3. 24/7 online information
You can access up to the minute information about your property from our secure website, 24 hours a day, 7 days a week.

4. Finding you a tenant
Your Senior Portfolio Manager will contact you at least once a week when we are searching for a new tenant.

5. Inspections
We will thoroughly inspect and document the condition of your property at the beginning and the end of each tenancy. We will also carry out interim inspections and report to you at least twice a year.

6. Maintenance
We will only carry out maintenance on your property with your knowledge and consent, unless the repair is legally defined as urgent, or the cost falls below the expenditure limit you have set.

7. Rent collection
We will use the most efficient systems available to collect rent. In the event that your tenant fails to pay rent on time, we will vigorously pursue the rent arrears within the legal parameters.

8. Property outgoings
We will pay all outgoings you have asked us to pay on your behalf on time, subject to the availability of funds.

9. Owners funds
We will deposit all funds due to you at the end of each month into your nominated bank account within one business day of our monthly close off.

10. Paperwork
We will keep a record of all significant events and transactions affecting your property. We guarantee to ensure accuracy in all financial matters and in the preparation of key documents relating to the management of your property.

11. Privacy
All personal information will be held in the strictest confidence and will not be released to any third party without written authorisation, or as required by law.

12. Professional standards
The highest standards of honesty, integrity and professional practice will be maintained in compliance with the real estate industry’s Codes of Practice.