At REHQ, we prioritise regular and proactive communication with property owners. You will receive frequent updates to keep you informed about all key actions related to your investment.

1. General Property Updates

• We provide routine updates on completed actions, ensuring transparency in property management.
• These updates may include:

  Rental payments processed
  Routine inspections completed (with reports & photos)
  Maintenance requests received & actioned

• Decision-Based Updates

  When your input or approval is required, we will promptly contact you to discuss your options.

• This includes:

  Lease renewals – Reviewing terms & tenant suitability.
  Tenant applications – Approving a new tenant.
  Maintenance decisions – Owner approval for significant repairs.
  Rent reviews – Recommendations based on market conditions.

3. Urgent & Compliance-Related Updates

• You will be immediately notified of urgent matters, such as:

  Tenant arrears or lease breaches
  Emergency maintenance issues
  Legislative compliance updates (e.g., smoke alarm, water efficiency, insurance renewals)

4. Monthly & End-of-Year Summaries

• Mid-month & end-of-month statements with rental income and expenses.
• Annual Financial Statement issued after June 30 for tax purposes.(Fees apply)

5. 24/7 Owner Portal Access

• You have real-time access to your property’s financial and maintenance history through our Landlord Portal.

At Real Estate HQ our goal is to keep you fully informed and empowered in your property investment, ensuring you receive the right updates at the right time—without unnecessary delays.

We ensure timely and efficient disbursement of rental income to property owners through a structured payment process.

1. Payment Schedule

• • Rental income is processed twice a month:

    Mid-Month Disbursement – Paid on the first business day after the 15th.
    End-of-Month Disbursement – Paid on the first business day after the last day of the month.

2. Payment Method

• • All rental income is electronically transferred to the property owner’s nominated bank account.
  • A detailed rental statement is sent via email with a breakdown of income and expenses.

3. Landlord Portal Access

• • Property owners have 24/7 access to their Landlord Portal, where they can:

    View current and past rental statements.
    Track income and expenses.
    Access important financial records.

4. End-of-Financial-Year Statements (Fee applies)

• • A Financial Year Statement is provided on the first business day after June 30.
  • This statement consolidates all rental income and expenses for tax purposes.
  • In Australia, the financial year ends on June 30—for official dates, refer to the Australian Taxation Office (ATO)

By following this structured process, we ensure timely payments, full transparency, and easy access to financial records for all property owners.

Our office follows a structured in-house maintenance process that ensures compliance with the Residential Tenancies and Rooming Accommodation Act 2008 (RTRAA), specifically Section 217, which requires tenants to notify maintenance issues in writing.

Step 1: Written Maintenance Requests Only

• We do not accept maintenance requests via phone calls, single-line emails, or text messages.
• Tenants must submit a formal maintenance request using our Maintenance Repair Request Form.

Step 2: Accessing the Maintenance Request Form

• The form is provided to tenants via:
  • A link inside every rent receipt email.
  • At the time of move-in as part of the tenant information pack.
  • On our website for easy access.

Step 3: Capturing Essential Maintenance Details

The Maintenance Repair Request Form ensures all necessary information is captured, including:

• Fault item details: What the issue is and where it is located.
  Time of occurrence: When the issue was first noticed.
• Tenant actions taken: Any steps the tenant took to address the issue.
• Availability: Timeframes for when a trade professional can contact them.
  Visual Evidence: Tenants must attach images or videos of the fault to provide a clearer understanding of the issue.
• Self-help guidance: The form also offers troubleshooting tips for common issues.

Step 4: Notifying the Property Owner

• Once a request is submitted, we notify the property owner via email on the same day with all details provided by the tenant.
• This ensures full transparency and allows owners to make informed decisions regarding repairs.

Step 5: Assigning the Correct Trade Professional

• Our maintenance staff review the request and forward it to the appropriate trade.
• Because all necessary details (including images and descriptions) are provided upfront, trades can assess the issue before attending the property, ensuring a faster and more efficient repair process.

This structured approach allows us to effectively action the property owner’s Section 185 obligations while ensuring a smooth and transparent maintenance process for both owners and tenants.

We take a proactive approach to managing maintenance costs, ensuring all expenses are necessary, transparent, and fair. Our process includes multiple checkpoints to verify the legitimacy and value of each repair.

1. Approved Contractors Only

• All tradespeople engaged for maintenance must be on our Contractor Appointment Forms, ensuring they meet our service and pricing standards.
• This helps maintain consistent pricing and quality across all maintenance tasks.

2. Invoice Verification

• We cross-check each invoice against the original work order to ensure:
  • Only approved repairs were completed.
  • There are no unnecessary or excessive charges.
• Any discrepancies are investigated before invoices are approved for payment.

3. Tenant Feedback & Completion Photos

• We seek tenant feedback after work is completed to confirm the issue was properly addressed.
• Trades are required to provide completion photos, ensuring transparency in the quality of work performed.

4. Industry Knowledge & Cost Benchmarking

• With our extensive experience in property management, we have a strong understanding of fair market pricing for common maintenance services.
• We compare pricing with industry standards and past repair costs to ensure all charges remain reasonable.

This structured process ensures that maintenance expenses are justified, competitive, and provide value for property owners, protecting their investment while maintaining high service standards.

How We Ensure Maintenance Costs Are Reasonable – Example

By implementing efficient processes and clear communication, we minimize unnecessary costs for property owners.

Example: Flick Mixer Tap Replacement

• If a flick mixer tap is split, the tenant is required to submit an image of the faulty tap via our Maintenance Repair Request Form.
• We forward the image to the plumber before they attend the property.
• The plumber can source the correct replacement tap in advance, eliminating the need for multiple visits.

Cost-Saving Benefits:

Reduces labour costs – The plumber completes the job in one visit instead of traveling back and forth to source parts.
Ensures faster repairs – The tenant experiences minimal disruption.
Avoids unnecessary call-out fees – Some trades charge additional fees for multiple visits.

This approach applies to all maintenance requests, ensuring that repairs are handled efficiently and cost-effectively while maintaining the property to a high standard.

When onboarding a new rental property into our property management division, we ensure it is fully prepared before being listed on the market. Every new management undergoes a professional clean to present the property at its best. We then arrange high-quality professional photography, including a detailed floor plan, to showcase the property effectively. Before listing, we conduct a thorough check to confirm that all cleaning, maintenance, and compliance requirements have been addressed, ensuring the property is well presented and ready to rent.

We have a proactive marketing approach that attracts quality tenants and minimises vacancy periods.

We go beyond basic listings to ensure your property reaches the widest audience and attracts a bigger pool of potential tenants.

Ad copy, photos and the floorplan are loaded to:

• realestate.com.au (Highlight Listing)
• domain.com.au
• rent.com.au
• homely.com.au
• onthehouse.com.au
• homes.com.au

We prioritise realestate.com.au as this is the dominant portal in the Brisbane market.

We place a professional signboard outside your property. Size will depend on location. Units will tend to have a Slimline board whereas houses will have a 6×4 signboard.

Tenant inspections are booked via Inspect Real Estate.

Thorough tenant screening process

Process applications

1. Verify tenant identity
2. Verify financial capability
3. Verify financial stability

• Income verification
• Employment check
• Credit and rental history review

    4. Verify tenants ability to care for the property

• Rental reference checks
• Personal references
• Inspection history

Application review and Landlord approval

Once all verifications are complete, the final step is to present the application for landlord approval. A summary of the applicant’s suitability, including tenancy history, financial capability, and employment stability, is provided.

This approach ensures reliable, responsible tenants and reduces the risk of rental disputes or arrears.