Our Service Guarantee

Our Written Service Standards and Guarantee

We commit to you in writing that we will perform the following duties when managing your property.

Marketing your property for lease

We will place a listing for your property on all the real estate websites that we subscribe to and each listing will include photographic images of the property. We will conduct an unlimited number of private viewings of your property each week until the property is leased (subject to access provided to us by any current occupant). Property viewings will be carried out by one of our representatives.

Leasing your property

All information and references provided by tenancy applicants will be verified by us within 1 working day of receipt. All tenancy applicants will be screened on the national tenancy databases that we subscribe to. Unless you instruct otherwise, all potentially suitable tenancy applications will be referred to you for a decision.

We will lease your property for the rental amount nominated in the Management Agency Agreement between us (or higher if the market justifies it) and the property will not be leased for a lower amount without your prior 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.

Rent collection

We have a zero tolerance rent arrears policy. We will follow up all rent payments in accordance with our fully documented arrears process, and the requirements of the relevant legislation.

Should your tenant get to 15 days in arrears, we will contact you to seek your instructions regarding possible termination of the tenancy. Should termination of the tenancy be necessary, we will keep you informed throughout the legal process. You will be advised once the rent arrears have been paid by the tenant.

Rent monies

All monies received by us will be banked into your nominated bank account, within 2 working days of our Rent Statement close off date. We provide you with twice monthly rent payments (1st & 16th of each month).

Repairs and maintenance

All non-urgent repair requests from tenants will be attended to within 2 working days of receipt. We will attend to any “urgent” repair requests within 4 hours of receipt. All reasonable steps will be taken to obtain the best pricing for your repairs and maintenance. We will only use appropriately licensed and insured tradespeople for any repairs or maintenance work to your property. We will provide you with a copy of invoices for all work arranged on your behalf for the property.

Tenancy agreement renewals

We will review the tenancy agreement for your property 60 days prior to its expiry. Unless you instruct otherwise, we will offer the tenant a renewal of tenancy agreement for the same period as the initial agreement at the same rent (or a higher rent if the market justifies it). You will be advised if the tenant does not want to renew their tenancy agreement.

Periodic inspections

We will carry out at least 4 periodic inspections on your property each year and provide you with a detailed report each time.

Tenant vacating

On receipt of a tenant vacating notice we will:

  • Advise you by phone, fax or email
  • Confirm the details in writing to both you and the tenant
  • List the property on our website and put the agreed advertising plan into effect within 2 working days
  • Prepare all necessary vacating documentation
  • Arrange access for viewings by prospective tenants

If deductions from the rental bond are considered necessary, full details will be provided to both you and the tenant

Property disbursements and statements

All agreed property disbursements will be paid on your behalf prior to the due date (subject to the availability of funds). Your Rent Statement will be sent to you within 2 working days of our monthly close off date.

Your Rent Statement will be personally checked by your Property Manager prior to being forwarded to you. We will provide you with an accurate Annual Income and Expenditure Statement within 5 days of the end of the Financial Year. If any of the statements are missing, please email rentals@remcity.com.au and advise us of the missing statements and we will resend them to you.

General communication

Our office hours are 9.00am – 5.00pm, 5 days per week. Outside of these hours or on Saturday or Sunday call Jenny on 0408 11 33 55. We will promptly advise you of any pertinent matters affecting your property or the tenancy.

Complaints handling

Tenant’s complaints received in writing (i.e. fax, letter, email) will be acknowledged within 1 working day. All complaints will be formally recorded and responded to within 2 working days.


  • We will provide all documentation in clear and concise English.
  • We will ensure that all documentation is accurate and complete.
  • All property condition reports will be comprehensively and accurately completed.

Personal information

All personal information will be held in the strictest confidence and will not be released to a third party without written authorisation. All updates and corrections advised to us will be recorded in our system within one working day.

Professional standards

The highest standards of honesty, integrity and professional practice will be conducted in compliance with the Code of Conduct of the Real Estate Institute of Australia.