Policy: Guest & Tenant Emergency Trades

Company Position: 

Property Providers™ vision is to, “Help People Live Better” through being Sydney’s most flexible residential rental company.  This vision is driven by 3 core values; Passion, Performance and Partnership.  This policy has been created in line with our guiding principal that all great long-term partnerships have a strong foundation of mutual respect, mutual reward, mutual investment and mutual risk.

Document Purpose: 

The purpose of this document is to clearly communicate Property Providers’™ Policy in relation to emergency trade management for guests and tenants. This policy applies to Short-Term Guests (<6 months occupancy) and Long-Term Tenants (>=6 months occupancy).

Background: 

Property Providers has a fiduciary duty to protect our clients' investment as well as a duty of care to guests and tenants who reside these property's.  It is a common misunderstanding that we are provided unilateral decision making authority when it comes to the allocation of external resources to a property (i.e.. approving work to be done or trades to visit a property).  Our management agreement is clear of the scope of our responsibility and accountability.  Furthermore, properties that we represent can be far more complex than it may seem from the outlook.  Because of this, it is not uncommon for our owner partners to stipulate particular trade contacts only work on their property.  This is because often because warranties (albeit work or contents of the property) are under warrantee.  Property Providers genuinely and deeply cares about guest/tenant experiences however we need to find a balance between what is an inconvenience and what in fact constitutes and emergency.  Lastly, emergencies (particularly after hours/public holidays) can be extremely expensive which is something that we need to effectively manage and determine what is reasonable and what is not.  Many of our guests/tenants are from overseas and often do have direct experience with trade rates and especially not the costs than can be incurred for conducted after hour, weekend and public holidays.  Considering all the above the allocation of resources to resolve is a multifaceted issue which need to be considered and which is why we have drafted this policy.

Policy Objectives:

  • To be clear and consistent as well as reasonable and fair.

  • To support our fiduciary responsibility and duty of care.

  • To consider the scope of our agency authority.

  • To manage expectations regarding what we will and will not do in connection to emergency trade calls.

  • To avoid confusion and potential conflict between parties.

Agency Policy:

  • During working hours, all issues should be reported to Property Providers in writing at the time they are discovered preferably through lodging a case through the tenant portal (this is the fastest way to get something resolved as it provides the agency all the details of the problem in one central place).

  • In after hours situations where a guest/tenant is experiencing difficulty, they are to provide reasonable time for Property Providers to be notified, contacted and response to the case.   Reasonable time is considered to be >4 hours.

  • Trades are in no circumstances to be called or briefed to attend or conduct work on a property without Property Providers approval unless it is after hours (post 6 pm and a staff member has not responded or on weekends or public holidays) and the issue is classified as a genuine emergency.  Please note that an urgent repair classifies as a loss of essential service including the following - NSW Fair Trading:

    • Fire or imminent risk of fire or an explosion.

    • Gas leaks.

    • Leakage of water from plumbing or heating service not contained by local drains.

    • Loss of electrical supply to a building or part of a building.

    • Lift breakdown with passengers inside.

    • Security incident (theft, burglary, or problem affecting personal security and safety).

  • If a guest/tenant contacts a trade directly and it is not deemed emergency, then the guest/tenant may be held is liable to the entirety or part of the invoice as Property Providers™ 
  • Lost of internet connection is not considered an emergency - please see Policy: Internet, Wi-Fi and Foxtel Management & Trouble Shooting Guide
  • .  In almost all cases guests/tenants would have a mobile number of a member of our team which they can use.  In cases where this is not the case a call into our office is required.  If the team is not available or if it is after hours, the call will be diverted to our 24/7 call center.  The attendant of the call center will contact the team in mass.  Reasonable time is considered 4 hours from the time of call.

Rationale:

  • In almost all cases guests/tenants would have a mobile number of a member of our team which they can use.  In cases where this is not the case a call into our office is required.  If the team is not available or if it is after hours, the call will be diverted to our 24/7 call center.  The attendant of the call center will contact the team in mass.  

  • Property Providers is an agent and therefore does not have unilateral authority to make decisions about an owners property or to authorize work to be conducted without the owners approval.

  • The properties that we manage are individual investor owned properties that are not in a centralized location. Therefore, each property has different trades personnel, service providers and different accounts. 

  • Team members are not adequately qualified to diagnose and resolve property repairs and maintenance problems and although may have the best intentions can inadvertently create a deeper, more complex set of issues that cost more to resolve.

  • If you wish to speak to a member of our team - Contact Us

  • Please see list of partner trades company -  Emergency Trades

  • Lost of internet connection is not considered an emergency - please see Policy: Internet, Wi-Fi and Foxtel Management & Trouble Shooting Guide

 

Effective Date:  This policy is effective 14/12/2020.