Why the need for a Code of Practice.

These code of practice rules set out the standard of conduct and client care that Property Managers, New Business Consultants, Letting Consultants and Administration personal employed by Quesnel Property Managers are required to meet when carrying out their work and dealing with clients and tenants.

The points of difference we believe Quesnel Property Managers Limited have are the continued effort to look at ways of lifting the bar towards a more professional service we provide in the property management and Letting of residential property, by implementing a standard that our owners and tenants can expect.

ACTIONS SPEAK LOUDER THAN WORDS

As an independent property management company, Quesnel Property Managers Limited is committed to further lifting the level of our professionalism and not just "do the job". We want our style of management to be “best practice” for our industry.

What a Code of Practice covers.

All parties working under Quesnel Property Managers Limited shall at all times:-

• Work within the provisions New Zealand law, the provisions of the Residential Tenancies Act 1986, the Privacy Act 1993, the Human Rights Act 1993 and any amendments and subsequent legislation thereof.
• Show honesty, integrity and empathy in all their dealings with the client.
• Not discriminate on the grounds of nationality, religion, gender, marital status, disability, age or sexual orientation.
• Not engage in any conduct that could be misleading or deceptive or is likely to deceive or mislead a client.

1. Code of Practice relating to:-Establishing a rental figure.

1.1 All rental appraisals to be in writing.

1.2 Use of comparable properties in similar location currently rented.

1.3 The condition of property, location, heating and section.

1.4 Advise on any safety issues to be addressed e.g., Pool fencing.

1.5 Advise on any obvious maintenance issues.

2. Authority to act as Property Manager / Letting Consultant.

2.1 Must have signed documentation to act by registered owners.

2.2 Owner given a presentation folder of all cost and services.

2.3 Copy of signed documentation given to owner.

2.4 Duties and limitations of manager / Letting Consultants authority given.

2.5 Regular owner feedback relating any maintenance and the tenancy.

2.6 All property keys to be kept secure, address coded and in a locked room.

3. Marketing of the property

3.1 Ensure property facts in ads are correct so as to not mislead.

3.2 'To let' signage to be erected in compliance with city bylaws.

3.3 Accurate property description to web sites, brochures, window cards.

3.4 Marketing Photos taken of property for ads & websites.

4. Viewing a property

4.1 Letting Consultant must be present when showing a prospective tenant through the property.

4.2 Letting Consultant must have written consent by owner to show property.

4.3 Existing tenants must be give proper notice of prospective tenant viewing.

4.4 All prospective tenants to be given same opportunity to apply for a tenancy and consider each application on its merits.

4.5 Letting Consultant must be punctual, treat all tenants with courtesy & respect.

4.5 Letting Consultant must ensure property is left secure after viewing.

5. Tenancy documentation.

5.1 Tenant must be shown and understand the breakdown costs of the tenancy. (i.e., Bond, Rent in advance, Letting fee.)

5.2 Tenant must understand their rights and obligations under the terms of the tenancy and the Residential Tenancies Act 1986 and its amendments.

5.3 Tenant must be given copy of signed tenancy agreement.

5.4 Tenant to sign the Chattel list & Property Condition report on inspection of the property prior to occupation of the tenancy.

5.5 All tenancy documentation to be clear and accurate.

5.6 The tenant to be given the opportunity to seek advice prior to signing.

5.7 The tenant shall be made aware of contents and liability insurance.

6. The property manager.

6.1 Shall ensure all rents go into the approved trust account on time.

6.2 Keep and maintain accurate account transactions of all monies relating to that management.

6.3 Show a zero tolerance to rent arrears and act swiftly to implement procedures to remedy any breach.

6.4 Deal with any maintenance issues in an efficient and professional manor as per the management contract.

6.5 Other than in an emergency, communicate with the owner regarding all expenditure on the property.

6.6 Will ensure all maintenance works will be undertaken by qualified trades’ persons and all works inspected prior to any payment draw down.

6.7 Ensure that all Trades persons hold public liability insurance.

6.8 Ensure the accurate records of all estimate / receipts of works details.

6.9 Ensure the timely pay out to owners in monthly itemized statements showing all rent paid in, any disbursements and expenses taken out and the cleared amount into the designated owner account.

6.10 Carry out quarterly property inspections to ensure the property is in the same condition as at start of tenancy and there are no maintenance issues to address.

6.11 At the end of a tenancy property is inspected once the tenant has vacated and bond refund form is signed by the parties if all is as it should be.

In-house Complaints and Dispute Resolution Procedures

In a perfect world everything would work out just the way it was designed to and every one would be happy. Quesnel Property Managers Limited and their staff are committed to and strive toward service excellence for their clients; however this is not a perfect world so our complaints and disputes resolution procedures are designed to provide a simple and personalized process for resolving any complaint you may have about the service provided by any of our staff.

• Contact us and ask for the office manager. Tell the manager what your complaint is about, who it involves and what you would like done about it.
• The manager may ask you to put your complaint in writing so it can be investigated and talk to the staff member concerned. We will get back to you no later than 5 working days with a response to your complaint in writing.
• We would then like to meet with you and cover our written response to your complaint on how we would like to have it resolved.
• We would like you to advise us within 5 working days whether you will accept, decline or advise us of any alternative way of resolving your complaint
• If we accept your preferred resolution we will endeavor to implement that resolution within 5 working days. If we decline your preferred resolution we may then invite you to mediate the dispute.
• We will do everything we can to resolve your complaint in a fair and satisfactory fashion through mediation. If there is an impasse and we are unable to mediate a satisfactory resolution then that will be the end of the process.