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Property management FAQS
What areas do you cover in Wellington?
We manage properties in the Greater Wellington Region, from Seatoun in the eastern suburbs, to Karori in the west. We work in the Hutt Valley, including Eastbourne and Lower Hutt. In the northern suburbs we manage properties as far north as Plimmerton, including Titahi Bay and Porirua City.
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I already have a property manager – how do I switch to Trust Property Management?
This process couldn’t be easier. You make a phone call or send an email to your existing property manager informing them of your decision and we do the rest. We will liaise with your existing manager, collect keys and paperwork, meet with your tenants and arrange for the transfer of bonds and rent payments. There is no charge for this.
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How often do you inspect properties?
Trust inspects properties once every six months and when maintenance is required. This service is included in your monthly fee. We will notify you if we have any concerns after undertaking a property inspection or to discuss opportunities for preventative maintenance activity such as water blasting, clearing guttering, trimming trees.
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What background checks do you do on tenants?
Trust makes every effort to ensure that your property is let to appropriate tenants. We always undertake reference checks on potential tenants and we conduct an informal interview when tenants view properties to help assess their suitability. Occasionally we also undertake police checks, Ministry of Justice checks and credit checks.
While no guarantee can be made about the suitability of tenants, through collection and lodgement of a three week bond, strict monitoring of rental payments and regular property inspections we aim to minimise the risk to property owners of poor tenants.
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Have you dealt with difficult tenants?
Yes. As a service business we deal with a wide range of people on a daily basis. We have experience dealing with difficult issues and difficult tenants. In our experience a little bit of patience and open communication between all parties involved helps to resolve most issues.
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Do you have tenancy tribunal experience?
Yes. We are familiar with the tenancy tribunal process, for mediation and court proceedings. We are happy to discuss this experience with you in more detail if you have a particular concern or question.
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Will you notify me if the tenants change?
Yes, if you would like to be notified when tenants change we will do this. Some of our clients do not wish to be notified of changes to tenancies and we take this into account.
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Will you notify me if my property needs maintenance work?
Generally speaking, yes unless it is an emergency. We will usually agree preventative maintenance or regular maintenance with you first, for example we may agree to trim trees as needed or to clear guttering before winter.
Trust agrees a communication plan with each of its clients. We will agree a pre-determined limit for undertaking minor maintenance work without seeking approval. We recommend $200.00 however we are flexible depending on your circumstances.
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What happens in an emergency?
From time to time emergencies happen – the most common is internal flooding. In emergencies we attend immediately. Our first priority (after making sure there is no danger) is to minimise the damage to your property. We will engage any trades required to undertake immediate rectification work and will contact you as soon as possible to discuss next steps. We are generally able to provide photos of any damage and discuss options for repair work with you.
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Do you work with absentee property owners?
Yes. We have clients all over New Zealand and the world. Our communication with absentee property owners is most commonly by email and telephone. We have face to face meetings when owners visit Wellington and often arrange access for owners to view their investment property when they are in town.
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Who are Trust Approved Contractors?
Trust Approved Contractors are businesses supplying trades or other services that Trust Properties have accredited, for instance electricians, plumbers and builders. This accreditation means that if a Trust Approved Contractor does work on your property Trust will guarantee that it will be of a certain standard. If the work does not meet this standard we will have it rectified at no cost to you.
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Do I have to use Trust Approved Contractors?
You are under no obligation to use Trust Approved Contractors.
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What is the difference between a fixed and periodic tenancy? Can I put extra clauses into my tenancy agreement such as no pets?
We will always be guided by your requirements for your property when it comes to tenant selection. We are happy to advise you about the best type of tenancy agreement, including additional clauses for you, in line with the Residential Tenancies Act.
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Why do you not charge a commission rate for your services like other property management companies?
Trust Properties believes you should receive value for money in our property management services. We don't believe a flat commission percentage achieves this because the cost of providing property management services is not linked to the amount of rent your property achieves. If your property rents for $400 per week or more we will be a better value option.
In addition our fee does not increase as your rent increases. If our property management fee increases, it is because the costs of our business have increased.
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Do you charge letting fees to the owner or the tenant?
We do not charge a letting fee.
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Do you offer a letting only service?
We have on occasion provided a letting only service. Contact us to discuss your requirements.
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