Page 13 - Submission 23-27 Virginia Street North Wollongong

11. What is your rental arrears policy and procedure?

Every precaution is taken to minimize tenants falling behind in their rent by
carrying out daily checks on all tenancy files.

After the daily morning receipting each property manager checks there port folio to
assess rental arrears.

Should a tenant fall behind we take the following action:

Between 0-5 days – Send a reminder SMS
Between 5-10 days – Phone call & SMS
Between 10-14 days – Phone call, letter, SMS & Email.

(NB: At this point notify the landlord that the tenant is behind and keep them
updated with any plans of payment)

15 days – A termination notice MUST be issued and the landlord notified and kept up
to date

All actions relating to phone calls, messages, emails, conversations, payment
arrangements are recorded in the tenants file. This record is helpful for possible future
debt recovery if required.

The property management team leader checks the arrears twice a week to ensure the
files are being actioned.

12. Will you attend Civil and Administrative Tribunal to
represent us if needed?

Should the need arise to attend the Civil & Administrative Tribunal on your behalf we
have a very experienced team to do so.

Our team leader has 10 years experience with the NSW Police and extensive
background and experience preparing briefs and submitting evidence.
Our team leader attends each matter along side with the property manager.