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.

All parties to a rental agreement have rights and responsibilities under the Residential Tenancies and Rooming Accommodation Act 2008 (‘the Act’). The Act describes the process that tenants, landlords and agents can use to resolve tenancy disputes.

First step is to have open and frank dialogue with the tenant-this often resolves simple  misunderstandings.

Tenants are also directed to Tenant advocacy groups such as Qstars.

Notice to Remedy Breach Notice

Issue a Form 11 Notice to Remedy Breach for breaches of the General Tenancy Agreement or failure to meet their obligations under the Act.

Apply to the RTA Dispute Resolution Service

Use a RTA Form 16 Dispute Resolution Request to apply for assistance to resolve the dispute. 

Apply to QCAT

If the dispute cannot be resolved application can be made to QCAT (urgent or non urgent application) to seek a final decision.

Our office ensures full transparency and communication with property owners throughout the tenant default process. If a tenant falls behind on rent, we follow a strict compliance process in line with Queensland tenancy laws and landlord insurance requirements to protect the owner’s interests.

Step 1: Early Reminder (Less than 7 Days Overdue)

If the rent is overdue by less than 7 days, we issue a reminder notice to the tenant.

This is a formal but polite prompt for them to pay the outstanding amount immediately.

The property owner is notified of the arrears and the communication sent to the tenant.

Step 2: Formal Breach Notice (More than 7 Days Overdue – Form 11)

If the rent is still unpaid after 7 days, we issue a Notice to Remedy Breach (Form 11).

Under Queensland Residential Tenancies Authority (RTA) regulations, this notice:

Formally notifies the tenant of the overdue rent.

Provides 7 days to pay the outstanding amount and remedy the breach.

The owner is informed of this action and updated on any tenant response.

Step 3: Notice to Leave (NTL) if Breach is Not Remedied

If the tenant fails to pay the overdue rent by the deadline stated in Form 11, we take the next step to recover the property.

A Notice to Leave (Form 12) is issued, requiring the tenant to vacate within 7 days.

The purpose of the Notice to Leave is to regain possession of the property because the tenant has severely breached the lease agreement by failing to meet their rental obligations.

Why We Issue a Notice to Leave (NTL)?

• Issuing an NTL is the recommended legal course of action to protect the property owner’s best interests.
• It ensures our processes comply with the Property Occupations Act 2014 and the Residential Tenancies and Rooming Accommodation Act 2008 (QLD).
• It aligns with landlord insurance policy requirements, as insurers generally require formal breach notices to be issued before processing claims for lost rent.
   

Step 4: Further Action if the Tenant Does Not Vacate

• If the tenant does not vacate within the required 7-day period, we will notify the owner immediately and assist with:
  • Filing an application with the Queensland Civil and Administrative Tribunal (QCAT) for a termination and possession order.
  • Coordinating enforcement actions if necessary.

Throughout this process, property owners receive full updates on tenant responses, legal actions taken, and next steps. Our priority is to ensure timely resolution while adhering to legal and insurance compliance requirements.

Our office highly recommends membership with Barclays Debt & Collect, a third-party debt collection service that offers significant advantages for property owners.

Why Choose Barclays Debt & Collect?

• Proactive Debt Recovery: Helps recover outstanding rent and other tenancy-related debts during and after the tenancy.
• Legal Compliance: Ensures all debt collection activities adhere to Queensland tenancy laws and industry best practices.
• Extra Collection Tools: Provides our office with additional resources to chase unpaid rent and other outstanding amounts.
• Support for Owners: Reduces the stress and administrative burden of pursuing debts independently.

How It Helps During and Post-Tenancy

• During Tenancy: Can be used alongside our in-house processes to escalate debt recovery for late-paying tenants.
• Post-Tenancy: Assists in pursuing former tenants who have left unpaid rent, damages, or other outstanding amounts.

By partnering with Barclays Debt & Collect, property owners gain an extra layer of protection against financial loss, ensuring a structured and professional approach to recovering overdue payments.

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.

This process is known as a Rental Market Appraisal, where we assess the current market conditions to set an optimal rental price that balances maximum returns with tenant demand.

1. Local Market Expertise

• We know our properties and have extensive experience in the areas we manage.
• Our team continuously monitors rental trends, market shifts, and seasonal demand to provide accurate pricing recommendations.

2. Comparative Market Analysis

• We compare your property with similar properties that have recently rented or are currently listed.
• Key factors we consider:
  
  ✅Property size & layout
  ✅Condition & age of the property
  ✅Location & proximity to amenities
  ✅Recent rental prices for comparable homes

3. Tenant Demand & Market Trends

• We analyze renter demand by tracking:
  
  ✅The number of inquiries and inspections for similar properties.
  ✅How many applications are received for comparable rentals.
  ✅The time it takes for properties to secure a tenant.

4. Strategic Pricing Approach

• We typically set the rent slightly above market value to test demand.
• This allows room to adjust if interest is lower than expected, ensuring a balance between securing a quality tenant quickly and achieving the best rental return.

By leveraging market data, tenant demand insights, and strategic pricing, we ensure that your property is competitively positioned to attract tenants while maximizing rental income.

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.

Absolutely.

The rental market has been moving rapidly in recent years, making regular rent reviews essential to ensure property owners receive market-aligned rental returns.

1. Legal Compliance – Rent Increases Every 12 Months

As per current rental legislation, we are legally permitted to increase rent only once every 12 months.
This means each rent review must be carefully assessed to ensure the property remains competitively priced while complying with legal requirements.

2. Market-Driven Rent Reviews

We do not use CPI (Consumer Price Index) increases, as CPI does not accurately reflect the dynamic nature of rental pricing.
Instead, we use real-time market data and our expert knowledge of the local rental market to determine an appropriate rent increase.

3. How We Determine Rent Adjustments

We assess:

✅Current rental trends in the area.
✅Comparable properties that have recently been leased.
✅Tenant demand and competition for similar properties.
✅Market shifts that influence rental pricing.

4. Keeping Investors Informed

Before any rent increase is implemented, we:

✅Conduct a detailed rent review.
✅Present our recommendations to the property owner.
✅Provide justification based on market data.

By staying ahead of market conditions, we ensure rental returns remain competitive and maximized while complying with legal and tenant management requirements.

We maintain full compliance with Queensland rental legislation by conducting regular audits, educating tenants on their obligations, and ensuring all aspects of property management adhere to legal requirements.

1. Regular Compliance Audits

We proactively audit key compliance areas, including but not limited to:

✅Insurance Expiry – Ensuring the property has up-to-date landlord insurance.

✅Annual Termite Inspections – Monitoring for pest and structural issues.

✅Smoke Alarm Compliance – Ensuring all alarms meet legal safety standards.

✅Water Usage to Tenants – Verifying water efficiency certification before charging tenants for water consumption.

2. Educating Tenants on Their Rights & Responsibilities

All tenant communications include clear references to their legal obligations under the Residential Tenancies and Rooming Accommodation Act 2008 (RTRAA) to ensure they understand their responsibilities.

For example, when a tenant requests maintenance, we explicitly state:

Key RTRAA Sections We Reinforce to Tenants (on our Maintenance Repair Request Form)

• s185 – Lessor’s Responsibility for Repairs & Habitability

The property must be in good repair and fit to live in.

• s188 – Tenant’s Obligation to Care for the Property

Tenants must look after the property and must not damage or allow others to cause damage.

• s217 – Reporting Maintenance & Damages

Tenants must notify the agent in writing (via our prescribed form) about all damages, whether routine, accidental, or intentional.

• s207 to s209 – Structural Changes

Tenants must not make structural modifications to the property without prior written consent from the lessor.

• s218 – Emergency Repairs Process

Tenants can arrange emergency repairs if:

✅They cannot contact the lessor/agent after reasonable attempts.

✅The repairs have not been carried out in a reasonable timeframe.

✅They have the right to apply to the Tribunal for an order regarding urgent repairs.

• s219 – Emergency Repair Cost Limits

Tenants cannot spend more than two weeks’ rent on emergency repairs.

Any repair invoices must list the property address and be from a qualified and insured trade professional.

The Agent/Lessor must be notified in writing about any emergency repair claims.

3. Ensuring Landlord Compliance & Legal Protection

• We monitor legislative changes and update property owners on any new legal requirements.
• Our procedures align with the Property Occupations Act 2014 and landlord insurance policy compliance to protect owners from potential disputes.
• By ensuring both lessors and tenants comply with rental laws, we minimize risks and provide a legally sound investment experience.

Through proactive compliance audits, clear tenant education, and strict adherence to Queensland tenancy laws, we safeguard your property and ensure full legal compliance at all times.

When a tenant decides to break their lease early, we follow a structured process to ensure compliance with break lease legislation, minimize financial loss for both parties, and prevent disputes.

1. Tenant Guidance & Formal Process

• Tenants are provided with a Break Lease Information Form that outlines their obligations and steps to follow.
• We ensure they understand the financial implications and responsibilities under the lease agreement.

2. Break Lease Fees & Legislative Compliance

Under Queensland tenancy laws, tenants breaking their lease may be required to pay:

• Break Lease Compensation: This is calculated based on the remaining term of the lease and how quickly a new tenant can be secured.
• Ongoing Rent Payments: The tenant remains responsible for rent until a new tenant commences or the lease term expires, whichever occurs first.
• Reletting Costs: The tenant may be liable for costs such as advertising and a portion of the letting fee (pro-rata based on lease length).

The exact fees must comply with the Residential Tenancies and Rooming Accommodation Act 2008 (QLD) and the latest break lease regulations.

3. Keeping Both Parties Informed

• We ensure both the property owner and the tenant understand their rights and obligations to mitigate financial risk and avoid disputes.
• Transparent Communication:
  
  ✅We notify the owner immediately upon receiving a break lease request.
  ✅We explain to the tenant their responsibilities and costs.
  ✅Regular updates are provided throughout the process.

4. Minimizing Vacancy & Securing a New Tenant Quickly

• We advertise the property for rent as soon as possible from the available date.
• Our priority is to secure a suitable tenant quickly to reduce rental income loss.
• The outgoing tenant is required to cooperate with property viewings to assist in re-letting the property efficiently.

5. Finalising the Break Lease Process

• Once a new tenant is secured, the outgoing tenant’s obligations cease from the date the new lease commences.
• Any outstanding costs (if applicable) are finalized, and a rental bond adjustment is completed per RTA guidelines.

By following this structured approach, we ensure that the process is handled fairly, legally, and efficiently, protecting both the tenant’s obligations and the property owner’s financial interests.

1. Bond Lodgement – Ensuring Legal Compliance

• All rental bonds are lodged in compliance with Queensland legislation.
• Once received, the bond is submitted to the Residential Tenancies Authority (RTA) as required under the Residential Tenancies and Rooming Accommodation Act 2008 (QLD).
• The tenant receives an RTA bond lodgement receipt as confirmation.

2. Handling Bond Refunds & Disputes

At the end of a tenancy, we follow a structured and evidence-based approach to bond refunds and disputes.

If no disputes arise:

• A Bond Refund Form (RTA Form 4) is submitted to the RTA, and the bond is refunded accordingly.

If there are disputes over bond deductions:

• We follow the RTA conciliation process, which aims to resolve the issue between the parties.
• All claims for deductions are supported by clear evidence, such as:
  
  ✅Entry and exit condition reports (with photos).
  ✅Routine inspection reports.
  ✅Invoices for repairs or outstanding rent statements.
  ✅Communication records showing discussions with the tenant.

3. RTA Conciliation & Tribunal Process (If Required)

• If the tenant disputes the bond claim, we initiate RTA dispute resolution through their conciliation service.
• If no agreement is reached, either party may escalate the matter to the Queensland Civil and Administrative Tribunal (QCAT) for a final ruling.

Why Our Approach Works

✅Legally Compliant – We strictly follow RTA guidelines and tenancy laws.
✅Fair & Transparent – Tenants are given clear explanations of any bond deductions.
✅Evidence-Based – All claims are backed by documented proof to ensure fair outcomes.

By following RTA protocols and clear documentation, we minimise disputes and ensure fair, lawful bond management for both property owners and tenants.

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.

At Real Estate HQ, we operate as a task-based business, meaning you may be contacted by different team members depending on the specific matter at hand. This ensures that each task is handled by the most qualified team member, providing efficient and expert service.

1. Task-Based Contact Approach

• Lease Renewals & Applications → Leasing Team – lead by Senior PM
• Maintenance & Repairs → Maintenance Coordinator – lead by senior PM
• Rent Payments & Statements → Accounts Team – Senior PM and Business Owner
• Inspections & Compliance → Senior Property Manager and Admin Assistant
• Urgent or Complex Matters → Senior Property Manager or Business Owner

2. Senior Property Manager & Business Owner Access

• While you may interact with various team members, you always have direct access to your Senior Property Manager or the Business Owner for any higher-level concerns or strategic property discussions.

3. A Transparent & Accessible Team

• We pride ourselves on high transparency and multiple contact points, ensuring that you always have access to the right person when needed.
• Whether it’s a quick update, a critical decision, or general property advice, our team-based approach ensures you get the fastest and most informed response.

At Real Estate HQ, you are never left wondering who to speak to—our entire team is here to support you.

At Real Estate HQ, we can provide updates and market insights to help you make informed decisions about your investment, you only need to reach out to us.

1. Market Updates & Comparisons

• We monitor rental market conditions and property performance in real-time.
• You can request a Comparative Market Analysis (CMA) at any time, free of charge, to see how your rental property compares to similar listings.

2. Transparent & Proactive Communication

• Our friendly team is always available to discuss your property’s performance.
• We provide insights on rental demand, potential rent adjustments, and market trends to ensure your investment remains competitive.

3. Detailed Reporting & Statements

• Monthly rental statements outlining income and expenses.
• Routine inspection reports with photos and feedback on tenant care.
• End-of-financial-year statements for tax purposes.

4. Direct Access to Our Team

• Whether you prefer email, phone, or face-to-face discussions, we are always available to provide personalized advice.
• Simply reach out to us whenever you need an update, and we will gladly assist.

At Real Estate HQ, we believe in full transparency and ongoing support, ensuring you always have the insights needed to make smart property decisions.