Our “Points of Difference”

With so many property managers seeking to manage your property, why should you choose us? Not all property managers offer the same level of service; have the same experience, or the same stability of staff. A decision should never be made purely on the fee structure. For example, a difference of 1% in management fees (the cost of one cappuccino a week) may influence you to select a property manager whose poor management of your property may end up costing you thousands of dollars in damage or loss of rent.

We only lease and manage properties Our business is dedicated solely to property management. We are not a rental section in the back office of a larger, sales oriented real estate agency. Therefore our concentration is always 100% focused on looking after your property.

Continuity and experienced staff Established since 1992, Liz, the business owner, has been with the company since 1999. This ensures that we know all there is to know about your property. With many property managers changing employment on an annual basis, it’s often hard to know who is actually looking after your property - luckily we don’t generally have this problem.

We guard the value We constantly assess and review the return being charged on your property to ensure you are receiving the maximum return on your investment as well as capital growth.

We ensure the rent is paid We operate a direct debit rental payment system whereby we debit the tenant’s

bank account on a nominated day.

We give you your money when you want it We can transfer funds to your account on a fortnightly or monthly basis (subject to

your tenant’s payment schedule). This means you can access your funds straight away, without having to wait until the end of each month.

We have loyal clients Many terrific tenants, especially our corporate clients, prefer to rent a property that

is managed only through a recognised & respected property management business. They trust an impartial 3rd party and may be reluctant to rent through a private owner.

We keep things streamlined We act as a registered agent for the Rental Deposit Authority (RDA) and will collect

security bonds and lodge these along with the appropriate paperwork. It is a legal requirement that all bonds are held at the RDA. The majority of property managers will insist that tenants pay these security bonds via Service Tasmania, an unnecessary inconvenience for your new tenant, particularly if they are relocating from interstate or overseas.

We will also ensure any water usage is recouped from the tenants where applicable,

just send us both sides of the bill.

We keep them fair We call for tenders for all maintenance work on an annual basis to ensure that we

are receiving the best possible rates and service to pass on to you. We have dedicated handymen/ builders available for all those “odd” jobs at very reasonable rates. We don’t add a surcharge on top of maintenance accounts - any savings are passed directly on to you.

We have a central, visible location We are based in Magnet Court, Sandy Bay – a prime location within a thriving

boutique retail centre with parking readily available outside. We are closely located to The University of Tasmania Hobart Campus.

We are the industry leaders in corporate furnished rental accommodation We identified the growing consumer demand for furnished properties many years

ago and were the first agency to take on this more detailed and complex side of property management.

We are available 24 hours a day, seven days a week. Liz (or David, when Liz is away) is available 24 hrs a day via both mobile phone and email to deal with any emergencies that may arise.

We have strong links with Charlotte Peterswald for Property Sales Through their prominently located office in Salamanca Place, Battery Point, we gain additional exposure and introductions to new clients, many of whom are looking to lease prior to purchasing.

The Team Liz Walch – Principal Liz holds a Diploma of Real Estate and has made a career of property management spanning over 20 years. Liz joined the company in 1999 and later purchased the business in 2010. Liz has built the business up to be one of the most highly regarded and successful property management businesses in Hobart. It is reassuring to know that Liz not only offers that continuity of service that is so essential in property management, but also that reassurance that comes from knowing you are dealing directly with the business owner. Her time management skills are finely tuned “managing” three children ranging from 8-19 years old. David Walch – Assistant Manager and Property Portfolio Manager Time management, good communication/negotiation skills and being highly organized are David’s strong points (he is also well known in Hobart for running professional quiz nights as The Quizzer of Oz). He is a keen dog-lover and loves meeting new dogs on his inspection rounds. (David is Liz’s brother, not husband, to save any misunderstanding!). David enjoys all aspects of property management and has been looking after the properties in North, West and central Hobart suburbs since 2010. David is a property owner, a tenant and a property manager, so sees things from every angle! He is currently studying towards a Diploma in Real Estate. Ruth Innes – Property Portfolio Manager Ruth is a very experienced property manager, who holds a Diploma of Real Estate and has worked in the industry for over eighteen years, both in Hobart and Western Australia. Ruth has a passion for customer service and attention to detail and is our expert on the Residential Tenancy Act. Ruth joined us in 2012 when she moved across from Western Australia Ruth enjoys spending time with her partner and their ‘fur babies’ (very cute Labradoodle and Standard Schnauzer) whilst they plan and build their own home. Ruth looks after our extensive Sandy Bay portfolio of properties. Adam Dougherty – Property Portfolio Manager Adam has recently joined Charlotte Peterswald Property Management after an extensive and varied career in Hospitality, Finance, Mining and Construction. Adam has responsibility for properties located in Battery Point, South Hobart, Mt Nelson, Dynnyrne and Kingborough and looks forward to forming a long relationship with both property owners and tenants. Adam enjoys renovating and landscaping his own house in between discovering what the beautiful island of Tasmania has to offer.

Chanyce Turnbull – Property Portfolio Manager With a background in Hospitality, Chanyce’s customer service skills are well honed. Commencing with us back in 2012, Chanyce now looks after our Eastern Shore portfolio of properties and also shows prospective tenants through the properties we have coming available to rent. Chanyce excels at matching tenants to suitable properties. Chanyce has just purchased her first home and is in the process of renovating it. Rose Barron – Business Development Manager With six years Property Management experience and a high level of Real Estate qualifications, Rose is a very reliable and organised person. She has a passion for properties and loves meeting new clients. Being an investor herself, she knows that exceptional communication skills are the key to a successful relationship in business and asset management. Rose is an all-rounder and enjoys being active in her career and her family life. Amy Bowerman – Administration Manager Amy first joined us back in 2010 as a receptionist/ customer service and Assistant Property Manager. She left us in 2012 to move up to sunny Queensland, where she continued working in property management as a Portfolio Manager. We are very pleased to have now managed to entice her back to Hobart and CPPM, firstly as a portfolio manager for a year and now looking after the administration and trust accounting side of things. Amy has recently purchased her first home for herself and her cute, four legged companion.

Nicky Browning – Customer Service Manager Nicky has excellent customer service skills and is the first point of contact for the majority of our clients, when dealing with our agency. She looks after our busy reception area and has an excellent rapport with all our clients and ensures that everything runs smoothly. We refer to her as our “Director of First Impressions” or the “spider at the centre of the web”! as she knows everything that is going on in the office and keeps us all organised. Nicky is a licensed assistant property manager.

Nicky and her partner enjoy their “fur family” with three adorable dogs. Sophie Roberts – Customer Service Sophie has worked for the business on a casual basis during semester breaks for over 3 years and now works on a part time basis. She is a licensed assistant property manager and divides her time between assisting with customer service and administration. Yes, she also has a “fur family” with an adorable dog aptly named Bossy!

What happens first? Appraising your property If possible, we will meet you at your property, so that you can show us any particular features or maintenance issues. After inspecting the property, we will forward a detailed report. Our aim is to get the best possible rent for your property in the quickest timeframe. We achieve this by our realistic approach to an achievable rent. We don’t offer inflated rental amounts just to gain your business – there are no winners when the property remains vacant for weeks on end. Our aim is to get the best possible rent for your property in the quickest timeframe. We take the following factors into consideration.

General demand for similar properties and current vacancy levels.

Seasonal demand - expected inquiry levels for the time of year.

Rent obtained for similar properties currently leased.

Rent asked for similar properties currently available.

How should I prepare my property for rent? It is important that the first impression of your property is a good one. Take the time to critically assess the appearance of your property from the road - does the mail box need a lick of paint, is the front lawn neat and tidy, does the property look inviting and well maintained? Take the time to replace tap washers and blown light bulbs. Attend to any other minor faults - you may have grown to accept them, but a paying tenant may not! Carpets and rugs need to be professionally cleaned and the house left clean - that way we can enforce the same standard when the tenant vacates the property. Windows need cleaning, as do chimney flues - we can provide a detailed checklist to assist you. If this all sounds too daunting - don’t worry we have a team of professionals who can attend to these matters at very reasonable rates. Please consider that we need a 24 hour period minimum between the occupants vacating and leaving the property clean, and the commencement of any lease, so that we can prepare a detailed condition report and take condition photos. How secure will my property be? All viewings of properties are done by appointment only. We do not hand out keys for potential tenants to look through the property unsupervised. We personally accompany all potential tenants, which ensures the utmost security and helps us to sell the best features of your property to the best tenant. We can also offer an “open to view” inspection on a Saturday (not in winter, however) to help maximize the exposure of your property, but only if the property is vacant and if you are comfortable with this idea. This is not the easiest of policies, but one we feel is definitely worth it!

How do we market your property? This is the most important aspect of successfully leasing your property. Through our extensive advertising networks, Charlotte Peterswald Property Management is able to expose your property to as many prospective tenants as possible. This gives us a greater selection of quality tenants from which to choose. To achieve this we offer the following:

Extensive promotion of your property including color photos on our website, view at www.cppm.com.au

To gain maximum exposure to clients nationally and internationally, your property is also listed on Australia's most popular real estate web sites; www.realestate.com.au www.domain.com.au www.realestateview.com.au www.rent.com.au

A “For Lease” brochure is produced in our office that includes substantial details and colour photos of all properties which are available to lease. This brochure is made available 24 hours a day from the front of our office

Our prime office location has striking signage in Magnet Court, Sandy Bay creating a large volume of walk-in enquiries. Each property has its own colour display at ground floor level, guaranteeing full exposure.

We have developed an excellent relationship with many companies who look to us first when placing their top level employees in rental accommodation.

We offer an ‘email alert’ system to people looking for a property to rent. They register their requirements and we email them details on all new listings as soon as they are listed.

How do we select the best tenant? We show each prospective tenant through your property personally - this helps us to select the most suitable tenant for your property. We can also answer questions and queries they might have on site and see how they respect a property initially – do they offer to take their shoes off for example? Once a prospective tenant decides to apply for your property, a detailed application form is completed. This is a comprehensive questionnaire that provides us with a full background. The following steps are then taken:

An online enquiry is done through national tenancy databases to see if the tenant may have defaulted on rental payments previously.

Previous and current landlord/agent references are checked and verified.

Employment references and income are checked and verified.

A credit report is obtained and proof of identity is verified. This process enables a full picture of the applicant to be obtained. We then contact you, the property owner, to present the applications (often more than one) for your approval or selection. You have the final say on tenancy selection – it is your property – we will simply put forward our recommendations. It doesn’t end there… Once an application has been approved the following steps are taken:

A tenancy agreement is completed using the Real Estate Institute of Tasmania’s prepared lease document. Any extra clauses may be added to cover specific requirements of the property or tenant, as long as they comply with the Tenancy Act.

A comprehensive report is completed and photos taken of the condition of the property before keys are handed over to the tenant. The tenant is then given two working days to check, sign and return the report to our office. This same report is then used to check the condition of the property when your tenant vacates, after allowing for fair wear and tear. An inventory is also taken of all items remaining in the property, also noting their condition.

A bond, calculated at four times the weekly rent, is collected before keys are released. This security bond, along with the appropriate paper work, is lodged with the Residential Bond Authority (RDA) until the end of the tenancy.

How we manage your property and let you relax Rental Payments Our method of rent payment from tenants is by Direct Debit from the tenant’s bank account. This is controlled from our office, collecting the rent from the tenant’s bank account on the day the tenant nominates. This is at no cost to the tenant and most tenants welcome it as a simple and effective way of paying rent. It also obviously cuts back on any likelihood of rent arrears. Tenants are required to pay rent fortnightly in advance, although some may opt to pay monthly in advance. Payments to property owners We will transfer rental funds to your nominated bank account on a fortnightly or monthly basis (depending on your preference and the schedule of rental payments received from the tenant). A detailed statement is emailed to you each time a payment is transferred to you and will have any invoices relating to work at your property attached, so you are always fully informed.

Payments can be made to more than one nominated bank account

All of our fees can be claimed as tax deductions, as they are an expense incurred in obtaining property income.

Payment of outgoings

As a part of our service, we are able to make payments for the following on your behalf:

Council rates

Water rates

Land tax (where applicable)

Creditor accounts (for repairs and maintenance carried out)

Payments into mortgage accounts

Body Corporate levies

Any maintenance costs

Special requests

Payments into more than one beneficiary account

Financial Year Statement An annual profit and loss statement is prepared at the end of each financial year, which summarises all income and expenditure, to assist with the preparation of taxation returns. This statement will be emailed or posted to you and we can also arrange to forward a copy direct to your accountant.

Regular inspections

There are many areas of your property that may require constant attention. If these areas are not looked at regularly, it may result in loss of income or damage to your property.

Regular inspections: The first inspection is carried out approximately six weeks after the start of the tenancy and enables us to gain an early “snap shot” of the tenancy. By this stage most people will have unpacked and settled in and it enables us to quickly address any issues that may become a problem later, if left unattended.

Inspections are then carried out at four monthly intervals and we will email you the results of the inspection. During these inspections we check that your tenant is looking after the property appropriately, that nothing appears to be damaged and assess if any preventative maintenance is required. You are welcome to accompany us on these inspections- noting that at least 48 hours’ notice is required to be given to the tenant prior to accessing the property.

Repairs and maintenance are arranged with qualified tradesmen, after consulting you. If you have your own preferred tradesman, we are happy to use these people, as long as they are registered in their trade and hold appropriate indemnity insurance.

What happens if my tenant has to vacate? It is essential that the following steps are taken to ensure swift re-letting of your property and to make sure the condition of your property is maintained:

We advise you immediately when we are notified that your tenant is vacating to discuss what you would like to do.

A review of the rental price is carried out based on current market conditions.

Marketing and promotion begins immediately. We are able to show prospective tenants through the property whilst it is still occupied.

A bond inspection is carried out immediately after the tenant vacates, referring back to the condition report completed prior to the commencement of the tenancy.

The bond release form is only completed and signed when we are totally satisfied with the condition of the property.

Renewing a lease? We will make contact with you at least 60 days prior to the lease expiry date and seek

your instructions. We will make our own recommendations to you on renewal periods and current market rent. We then send a lease renewal document out to your tenant to sign or make preparations for vacant possession of the property. Please note that tenants must receive a minimum 60 days’ notice in writing for any rent increase. How do I continue to attract quality tenants? As with your own home, a certain amount of wear and tear is unavoidable and we recommend a repairs and maintenance program, which will ensure that your property continues to achieve the maximum rental return, attract quality tenants and minimize any vacancy periods. Consider the following suggestions:–

Budget to paint internally each five to seven years – depending on tenancy turnover.

Clean gutters regularly – a build-up of leaves can cause internal leaks and allow rust to develop in the gutters.

Re-grout tiles in bathrooms and kitchens to freshen appearance

Select good quality, hard wearing carpet in a neutral color with quality underlay when replacing carpet.

Select a stove with coil elements as the new solid type element requires greater care and treatments during a tenancy.

Assess upgrading the security on your property. Security screens on all windows/ doors and window locks are very appealing.

Budget to freshen up the garden and yard between tenancies. Cut back trees that are near gutters or fences and lay fresh pine bark on garden beds

Between tenancies freshen up the exterior of the property by having the property professionally “washed down”. This will lengthen the life of the paintwork, particularly in areas where mildew is a problem.

We have a wide team of tradesmen that we use on a regular basis and we call for tenders for all our maintenance work on an annual basis. This ensures the best service and prices are passed on to you. Pets We are the first to agree that pets are not suitable at a lot of properties, particularly those in an apartment complex, or with strict body corporate rules in place. However, some properties may be suitable to accommodate pets and we may on occasion recommend a tenant who has a pet. This recommendation would only be put forward after thoroughly checking all references. If a pet is accepted a strict pet clause is added to the lease covering issues such as damage caused by the pet, complaints concerning the pet from neighbors, fumigation of carpets etc. Please note that as per the Tenancy Act, we are not allowed to ask for an additional pet bond. There are landlord insurance policies available, which include a pet cover

What if the tenant breaches the tenancy agreement? A tenant may breach the tenancy agreement in a number of different ways. It may be by non-payment of rent, causing a disturbance, or keeping pets on the property without an owner’s permission. With a serious breach of the agreement, the tenant can be served with a “Notice to Vacate” the property. If the tenant then rectifies the breach within 14 days, the Notice to Vacate has no effect. How can an owner inadvertently breach the tenancy agreement? A property owner may unintentionally breach the tenancy agreement if maintenance is not carried out within the time frames set down by the Tenancy Act. Breaches can also be caused by the owner if an incorrect notice period is served upon a tenant when entering the property for regular inspections, sales inspections, or if wishing to conduct “open homes”. A minimum 48 hours’ notice is required to enter a property. It is important to ensure that your property manager has a thorough knowledge of the Tenancy Act and related legislation. What Insurance policies do I need? No matter how meticulous the screening and selection process, problems can still occur. The best people can do the wrong thing when faced with changes in circumstances such as job loss or family breakdown. Landlord policies provide coverage against loss of rent and malicious damage to building and contents. A number of companies offer excellent landlord polices (including pet coverage) – please ask us for more details and brochures. Building insurance is compulsory and even if a property is being leased as “unfurnished” we do require you to maintain a minimal home contents insurance policy to cover against damage to curtains, carpets etc, as well as full building insurance. It is also important to have public liability insurance, should an accident occur and a tenant decides to sue, the damages awarded can run into millions of dollars. Smoke alarm legislation Please see enclosed important information prepared by the Department of Consumer Affairs, on fire safety in rental properties. New legislation means that every rented property in Tasmania must have the required number of smoke detectors, of the correct type (10 year sealed lithium battery, or hard-wired), in the correct locations, and that they are kept operational. We cannot manage a property which does not comply with these laws. Who pays for water? Where properties have their own specific water meter (not shared with any other residence), water usage costs can be reclaimed from the tenant. We will handle this automatically if you have asked us to pay water bills for you. If you are paying your own bills, you will need to send CPPM both sides of the water bill, so that we have the meter reading information to arrange reimbursement to you

Testimonials “Thanks for all your help this year. I truly appreciate your efficiency and attention to detail. I was a bit cautious about engaging a property manager to be honest. But you have shown me your services are worth every cent”. T Duncan “A personal Thank you Liz for acting so quickly and professionally. I know my parents have been extremely impressed with your efforts in securing a suitable tenant. ” S Passmore “I feel very fortunate to have found my place and have found it so easy to work with you and Charlotte Peterswald Property Management and value your professionalism.” T Hagar “And thanks for managing the property for me - you were always very professional and I would recommend Charlotte Peterswald to anyone as managing agents”. R Gibbs “Since I’ve began leasing through Charlotte Peterswald I have always had first rate professional service and I thank you sincerely”. T Lloyd “Thanks for that and thanks for all your professional property management throughout the leasing of my property it has made it a pleasure to deal with you”. J Thompson “Thank you Liz for your professionalism . Thank you and to your staff. It has been a worry free property thanks to you and your great colleagues”. J Dawson “We have especially appreciated the way the property has been managed…very low key, low stress and unobtrusive! I personally will use you for my future property management needs”. C Hood “Thank you very much for carrying out the inspection and for your management of maintenance issues. I appreciate the care that you take with my properties very much”. P Little “David, Thank you so very much for everything ...you have managed Fielding Drive brilliantly“! S Buchanon

“As a tenant who has rented properties over a period of 20 years or so, I would rate highly and recommend the services of Charlotte Peterswald Property Management. CPPM have made us feel important and cared for as tenants and not just like a number or a revenue earner. I would have no hesitation in choosing another rental property managed by Charlotte Peterswald or in the future when we purchase an investment property, appointing them to manage my own investment Property”. R Duffy, CP- Licensed Conveyancer I really appreciate what you’ve done for us here. I wish you, Ruth and all the CPPM staff all the best in the future. Your company really cares about its customers and that is well known around Hobart. Again thank you. Michael & Lacey

Service & Fee Structure Letting Fee 4.95% (Inc GST) of the annual rent.

Preparation of marketing material – listing details and photos

Display of property in individual colour window brochure

Display of property on five websites

Email to registered priority renters with information on your property

Arrange and conduct viewings of the property with prospective tenants

Meticulous screening of all tenancy applications and reference checks

Negotiate lease terms as per your instructions

Prepare a detailed condition report and color photos of the property to include the environmental and energy efficiency audit

Arrange signing of tenancy documentation with tenant, collection of a security bond and initial two weeks rent

Lodging of the security bond and correct paperwork with the RDA

Keep a records of keys given out to the property and ensure tenant acknowledges receipt of two copies of the condition report

Management Fee – 9.9% (Inc GST) of rent collected.

Efficient rent collection via direct debit with a zero tolerance rent policy.

Regular inspections and advice re maintenance requirements

Arrangement and supervision of all maintenance

Payment of accounts

Vacating inspections

Rental market assessments and rent increase recommendations

Qualified, experienced property managers who are fully conversant with the Residential Tenancy Act

Lodging of claims with the Magistrates Court and court attendance

Updating tenant information in regards to security bonds with the RDA and claiming of same at end of the tenancy to include disputed bond claims

Invoicing tenants for water usage where applicable

Ensuring the property remains compliant with Smoke alarm legislation Lease renewal Fee – 1.65% (Inc GST) of annual rent (charged on a pro rata basis).

Assess a fair market rent and advise property owner accordingly

Negotiate rent review with tenant

Prepare and arrange signing of new lease documentation Administration Fee - $3.30 per month.

Collation, preparation and email delivery of an accurate, detailed statement forwarded either monthly or fortnightly to coincide with transfer of funds to your account. Statements detail all income and expenditure and all invoices for work undertaken are attached to the email

End of year financial statement for taxation purposes