Like you, we personally understand the stresses of being an investment property owner.
If you’re like most landlords, you’ll have likely had at least one less than average experience with property managers along the way, and have probably been paying between 6 - 11% of your total rental income for a level of service that wasn’t up to scratch. We didn’t think this was fair, and saw a better way.
Yes, we are. We’re a fully licensed agency in Victoria, New South Wales and Queensland.
Our license numbers are:
VIC 083542L
NSW 10060610
QLD 4194740
Propper is a full-service property management service for owners. Our smart technology automates the everyday mundane tasks that typical property managers do manually, allowing our expert local property managers to focus on providing you and your tenants with an outstanding level of support service. This combination of clever technology and customer focused industry experts provides a seamless renting experience for property owner and tenant.
Propper’s property management service coverage zone includes:
We are adding new locations all the time, so if your property is located outside the above listed areas please still register your interest in our service and we’ll be in touch when we’re operating in your area.
To put it simply, we have lower overheads. We deliver our service through a harmonious combination of a customer focused property management experts and a technology platform that is designed to save you and our team time. We’ve simplified and automated many of the traditional daily tasks that property managers are required to undertake so that they can focus more on the people part of things, such as solving your problems and answering your queries.
When a tenant reports a maintenance or repair issue either via the app, SMS, email or phone, we’ll firstly work hard to understand the problem with as much detail as possible (including videos or photos).
Our experienced Relationship Managers will then work with either our in-house maintenance team (propper maintenance) or an externally appointed trade to quote and resolve the issue, while keep you in the loop. We can also contact you directly if you prefer to handle maintenance items yourself.
If you like to be more of a ‘hands-off’ investor, to make your life easier, you can pre-authorise propper to act on maintenance or repairs issues up to a maximum threshold, without needing to seek your approval. Conversely, if you’d like to be involved just set that as your preference when you first sign up to propper, and we’ll contact you anytime an issue arises for a further discussion, advice and to seek your instructions.
At propper, we’ve recognised that maintenance and repairs costs can quickly add up and often property managers work with a small network of tradesman that often don’t provide competitive quotes for generally relatively uncomplicated, but important work. That’s why we started propper Maintenance. As a propper landlord, you’ll have access to our dedicated in-house team of highly experienced, licensed and insured tradesman that provide our customers with:
propper Maintenance is currently available to property owners in Metro Sydney. Melbourne, Brisbane and the Gold Coast will be launched in early 2020.
Unlike traditional property managers, we’re focused on the future. Our use of technology allows us to provide you with a more transparent, efficient service at a lower price-point. With propper, some of the major advantages that you’ll enjoy are:
At propper, we’ve split up the traditional tasks of managing your property which means we are able to better manage your property without the need for a fancy local office space. We have Relationship Managers who work full-time in our city head office, and are available to you or your tenants to connect when you need them. The Relationship Managers are supported by a mobile Local Asset Specialist who are local to your property and are responsible for the ingoing/outgoing condition reports, routine inspections and anything else that requires one of our team to be at your property when required.
Through technology and by separating these tasks, we’re able to make our team more available to service needs of our customers, whilst ensuring we have real local agents on the ground who can be at your property whenever it may be required.
Absolutely. As a propper customer you’ll have a dedicated Relationship Manager looking after you, your property and your tenants. You’ll have their direct mobile phone number and email address so you can contact them directly for anything you need.
Unfortunately no. At this stage we’re focused purely on leasing and managing long term residential investment property only.
Absolutely. If you require a face-to-face meeting with a propper expert, one of our Local Asset Specialists would be only too happy to take you out for coffee (on us), or meet you at your home, work or investment property. Just let us know when and where and we’ll be there. You’re of course welcome to visit us at our office at any time as well.
Absolutely not :) You can leave at any time with 24 hours notice.
We take a great deal of pride in the service we provide our landlords and tenants. As such, we currently have an average rating of 4.9/5 stars from hundreds online customer reviews.
You can read our customers reviews on Product Review, Facebook, or by googling us “propper Property Management”
Absolutely. When you join propper online, you’ll just need to select which services you’d like us to take care of. We’ll then make sure each of these notices are redirected to propper for payment on your behalf. We’ll simply use the rent collected from your property to make payment of these invoices and it’ll all be reflected on your statements.
We’ll do up to the legal maximum in each state at no extra charge! For NSW and QLD property owners, that’s up to 4 per year. In Victoria, the legal maximum is 2 per year.
When you join propper, just tell us how many inspections you’d like us to conduct each year on your property (observing the legal maximums in your state).
It’s actually a lot easier than you may think.
If you already have a property manager managing your investment property, we’ll take care of the entire process of switching over to propper for you, including leasing your current property manager know that you’ll be leaving. We’ll then arrange for the seamless transfer and advise your existing tenants of the change so that we start collecting the rent.
It’s just 3 simple steps:
Step 1: Join propper online, by clicking here.
Step 2: We’ll send you a copy of our Management Authority to electronically sign via email
Step 3: Once you give us the go-ahead, we’ll notify your current property manager and arrange a seamless transfer with them. On the day of transfer, we’ll give your tenants a welcome call and we’ll give you an update too.
In NSW and QLD, your previous agent may require a notice period. If in the event that a notice period (typically 30 days) is required to be seen out, we’ll simply book in the handover to propper on the 30th day of the notice period expiring and take over immediately after the notice period has been served.
No, if we don’t need to go to market and advertise your property for lease, then you will not pay a Leasing Fee for a simple lease renewal. The Leasing Fee only is applicable if we are advertising your property for lease, and sign a lease agreement with new tenants.
This is unlike most traditional real estate agencies, who will charge you a fee (typically 1-2 weeks rent) for getting the current tenants to extend their lease.
This is called a co-listing. Due to the significant amount of upfront costs incurred by propper to advertise your property for lease, propper only enters into an Exclusive Leasing and Management Agreement with our customers. Propper will not co-list or provide a customer with a non-exclusive Leasing Agreement.
Gone are the days where to find a tenant your property need to be listed for lease in the window of the local real estate agency.
To find you a quality tenant quickly, we advertise your property on all the major online listing websites, including:
If you select our Premium Listing Package, your property will be given Premiere listing on Realestate.com.au (Australia’s #1 online property website), bringing 4.5x more renters to your property’s advertisement - ultimately, helping you secure a quality tenant faster.
If your own photos were taken by a professional, meet our standard and you have the high resolution files in either JPEG or PNG format - absolutely! If they don’t meet these requirements we’ll send in one of our professionals to make sure your property looks its best when advertised for lease online.
Finding you the right tenant is one of the most important things we do, so we take it very seriously.
It starts with making sure we’re marketing your property better than anyone else, with eye-catching photos, online 3D property tours, and clear well-written (and accurate) property descriptions. This brings more interest to your property, which ultimately means more tenants to choose from.
Once we have interested parties for your property, our rigorous tenant screening and selection process commences. This includes:
Once we have all this information, we’ll then present all the applicants (ranked in order or our recommendation) to you for your review and final approval.
It’s important that your property is provided to your tenants in a clean, tidy and habitable condition. In today’s world, tenants expect their new home to be pristine on the first day of occupancy. We highly recommend a professional bond clean be completely before your first tenants move in. This sets the standard for the condition the property must be handed back to you in at the end of the tenancy, and sets the tenancy off to a great start.
A dirty, untidy or property riddled with maintenance issues at the commencement of any tenancy can often set the tenancy off to a bad foot, and is more likely to result in the tenant not renewing at the end of a fixed term, costing you more money in the long run.
At propper, our aim is to lease your property to a quality tenant as quickly as possible, helping you avoid unnecessary vacancy costs. To do this, we will:
Providing you can facilitate access to your property, and your property is in a clean and presentable condition, we can have your property listed for lease online generally within 48 hours of joining propper.
Our tenants are educated on how to best report any maintenance or repairs issues with the property whilst a tenant in your property.
Tenants can report maintenance requests via:
Whenever a maintenance issue is reported, we request tenants provide photos and/or videos to help us better understand the problem.
In any event we are notified of a maintenance issue with your property, we’ll immediately notify you (unless you’d prefer us not too).
Once a maintenance request is reported or received by your Relationship Manager, we’ll carefully assess the request to understand first:
Wherever possible and practical, we’ll always attempt to bring you a quote or estimate from our in-house maintenance team (propper Maintenance) as to the likely costs when we first notify you of the issue so you can make a quick and easy decision as to if you’re happy to resolve the issue on the spot.
At propper, we’ve recognised that maintenance and repairs costs can quickly add up and often property managers work with a small network of tradesman that often don’t provide competitive quotes for generally relatively uncomplicated, but important work. That’s why we started propper Maintenance. As a propper landlord, you’ll have access to our dedicated in-house team of highly experienced, licensed and insured tradesmen that provide our customers with:
propper Maintenance is currently available to property owners in Metro Sydney. Melbourne, Brisbane and the Gold Coast will be launched in early 2020.
Absolutely. If you have your own tradesman that you prefer to use to deal with any maintenance or repair issues that arise on your property you are absolutely able to do so. Just put us in touch with them, so we can coordinate access with your tenants to make life easy for your tradesman.
Absolutely. When you join propper and you complete our Landlord Starter Form, just select from the nominated amounts as to how much you wish to pre-authorise propper to act up to. This can be as little as $100, or as much as $1,500 per item.
Where you choose to use propper Maintenance to complete any maintenance or repairs issues on your property, propper Maintenance will 100% guarantee all work completed by propper Maintenance.
Any work completed by a third party tradesman that was not propper Maintenance Pty Ltd, will be subject to the guarantees and warranties as required of the independent tradesperson by law (not propper Pty Ltd).
Once one of our friendly Leasing Consultants have shown you through a property and you are certain it's the right home for you, you can apply online using 1form.
On the advertisement listed on realestate.com.au or domain.com.au there will be a link to “Apply Online”, simply follow the prompts to either sign up or log in to the 1form application.
Once collated, all of your details will be sent via an online application to our Leasing Agents.
Please remember to give us as much information as possible and upload all supporting documents requested to avoid any delays in processing your application.
A Leasing Specialist will be in touch with the outcome of your application.
An essential step after having your application approved and paying the holding deposit is the final payment of a complete bond and rent in advance. Instructions on how to make these payments are included in the email we send to advise you that your application was approved. It is important you follow these instructions correctly to avoid any delays in the start of your tenancy.
Without confirmation of your bond payment and minimum rent in advance, no access will be granted or keys released to your property on the day of your lease commencement.
As a tenant, it is your responsibility to comprehensively review the condition report provided to you at the commencement of your tenancy agreement and make sure it accurately reflects the condition of the property as at the date your tenancy agreement commenced. Even if you agree with the condition of the property as stated on the report, it’s good practice to mark up a copy of the condition report stating your agreement, and email it back to your propper Relationship Manager within the required number of days as per your states legislation.
If you do not agree with the condition report in any way, please mark it up with your relevant comments and email it back to your propper Relationship Manager, accompanied with photos or videos that evidence your comments within the required number of days as per your state’s legislation.
If there are urgent or standard repair requests contained, please highlight these in the body of the email.
For tenancies in NSW and VIC, your completed condition report must be returned to propper within seven calendar (7) days of your lease commencement date. For tenancies in QLD, your completed condition report must be returned to propper within three (3) calendar days of your lease commencement date.
If you fail to return your Ingoing Condition Report to propper within the required number of days, then the official condition of the property at the commencement of the tenancy will be recorded as per the condition report provided to you by propper and no comments or adjustments will be accepted.
When you were initially approved for your tenancy with propper, you would have received an email with instructions on how to pay both your initial holding deposit and all future rent.
With propper, you have a couple options on how to pay your rent;
Direct Debit
BPAY
Credit Card
In Person
At propper we hold a zero tolerance to arrears, your rent is due as cleared funds in our account by the due date. To avoid any arrears calls, emails, text or possible termination ensure you set your payment to be made at least 24 hours before the due date.
If you are experiencing financial hardship, please contact your propper Relationship Manager for a discussion about your individual circumstances.
As a propper tenant you will have 24 hour access to your own propper tenant portal, where you can:
When you were initially approved for your tenancy with propper you would have received an email inviting you to join our portal. If you can’t find this email or accidently deleted it, contact your propper Relationship Manager for a new invitation link to be sent to you.
As a tenant you have a responsibility to ensure that your personal and contact information held by propper is correct at all times.
It's important to remember to update us if any of your contact information changes or you change jobs, by emailing support@propper.com.au
No, it is solely your responsibility to insure your personal contents, if the landlord has coverage this will only cover the property damage. If there is ever a flood, leak or situation where your personal items are damaged - you will need your own cover in place. We highly recommend that you take out a cover that best suits your needs.
For any non-urgent maintenance or repairs you can either;
Once you have logged the maintenance or repair request, your propper Relationship Manager will be notified of the request. You will receive a notification from us when your Relationship Manager has acknowledged the request.
You must immediately contact your propper Relationship Manager. If you are unable to reach them, please contact our main number on 1300 622 751 and follow the prompts relating to ‘urgent maintenance and repairs’.
If you experience an emergency outside of business hours please call 1300 622 751 and follow the prompts to be connected to propper Maintenance or a trusted tradesman in your area.
Please be sure to listen to the "What constitutes an Emergency Repair" disclaimer before proceeding to book in the job. This disclaimer will explain to you what is constituted as an Emergency Repair in your state based on your states relevant legislation.
At the commencement of your tenancy you are assigned a Relationship Manager, they will give you a call as an introduction and a follow up email will be sent to you containing their details.
Should you forget them please email support@propper.com.au and your message will be passed on.
If you remember your Relationship Manager by name, but can’t find their contact information, visit our team page and you’ll be able to find it there.
If you wish to make any changes to your lease agreement you will firstly need to get in contact with your Relationship Manager.
If you wish to remove a leasee from the lease, please put in writing your request to your propper Relationship Manager. Your request will need to be considered by the property owner. If approved;
Unfortunately, it's inevitable that at some stage during your tenancy you will need to allow access for a trade or Strata/Body Corporate.
You will need to make every effort to accommodate these rare access requests or leave keys for access, where propper or the landlord has provided adequate notice (as per your states applicable legislation).
For tenants in VIC or QLD, 24 hours written notice in required
For tenants in NSW, 48 hours written notice is required
Failure to provide access to a contractor, Strata/Body Corporate or any other agreed third party may result in missed appointment fees being passed onto you as the tenant.
Within the first 3 months of any tenancy we aim to complete our first routine inspection to make sure you are settling into the property well.
A date for this inspection will be booked in and you will be notified of this booking via email no less than seven (7) days prior to the planned inspection date. We will provide you with a 2 hour window as to the planned inspection time on the day.
Whilst we will try our hardest to accommodate any exceptional circumstances, it may not be possible to change the date or time of your routine inspection.
For tenants in VIC, routine inspections will occur twice annually.
For tenants in QLD or NSW, routine inspections will generally occur twice annually, however may occur up to four times per year at the landlord's discretion.
You will be contacted up to three months outside the expiry date of your Residential Tenancy Agreement to understand if you wish to consider renewing your lease.
If you wish to discuss the renewal of your lease earlier, please contact your propper Relationship Manager.
If you have simply locked your keys inside, and know where all set of keys to your property are:
If this has occurred during business hours you can contact your Relationship Manager to see if we can provide you with propper’s keys to your property to let yourself back in. Please note, if you are provided propper’s keys to your property you are expected to return these to propper’s Head Office in your state within 48 hours.
If you happen to lock yourself out after hours, a locksmith will be required at your cost.
If you have lost your keys;
For security, you will need to contact a locksmith to replace the locks. In this case, propper will need
If you need to end your agreement early, you should give as much notice as you can. The more you can do to help, the less you may have to pay.
If you will be breaking your lease, the costs and terms of your breaking your lease early will be stipulated on your Residential Tenancy Agreement.
In addition to the rent compensation requirements listed above, you may also be required to pay a break-lease fee as reasonable compensation for re-letting costs. Depending on your state, the requirements and fee is different. Please contact your Relationship Manager immediately if you intend to break your lease so they can provide you with a full summary of the costs that may be involved.
At propper we are committed to providing you with the best tenancy experience possible. If you wish to raise a complaint of any nature, please put your complaint in writing to our Head of Property Operations, Jess Alvial via the contact details below
Jess Alvial
Head of Property Operations
M: 0433 945 434
E: jess@propper.com.au
For tenants in NSW:
For tenants in QLD:
For tenants in VIC:
If you intend to terminate your lease agreement, you will need to send your written notice directly to your propper Relationship Manager or supp
Once we have received your formal notice an email will be sent to you listing the next steps and explaining the process in detail. In this email we will provide you instruction relating to;
Your Relationship Manager will lock in a time with you for the final inspection, which will occur within 7 days of your tenancy ending.
We encourage you to be there for your final inspection, however it's not a requirement for you to be in attendance.
If you are unavailable to be at the property for the final inspection to hand back all sets of property keys provided to you, you will need to;
If you were not provided with a key safe at the commencement of your tenancy, please contact your propper Relationship Manager for further instructions.
We strive to have your tenancy finalised, any bond amount refunded to all tenants within 14 days of your final date of occupancy.
Please note, that if at the final inspection the property condition is not as it was on the Ingoing Condition Report, less fair wear and tear, this may prolong the period of time it takes for propper to be able to finalise your tenancy and refund all or part of your bond.
The same way as you normally pay your rent.
