FIVE STAR PROPERTIES

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We're at your service...Century 21 may be one of the largest real estate organisations in the world, but our focus is on being thevery best. With thousands of offices around the world we have learnt a few things about how peoplewant to buy, sell and rent property. We are here to share those learning's and to offer you the bestadvice possible.

After all, we’re talking about your investment...You will find everyone at Century 21 accessible and ready to offer you simple and straight forwardadvice. Our technology and sales / property management tools are of the highest calibre and becauseevery Century 21 office is independently owned and operated, you get a truly local focus with thepassion and experience of agents in your area, combined with the benefits of our widespreadconnections.

We’re the experts – and we’re at your service…Property management covers a wide and diverse range of tasks. Rent needs to be collected, properties

needs to be open for inspection, advertising needs to be arranged, repairs need to be completed andfollowed up on, arrears kept in check, applications be processed, routine inspections carried out on aregular basis, bonds lodged and refunded, ingoing and outgoing condition reports completed, invoicespaid and amongst all this the owners and tenants need to be constantly kept in the loop.

The team at Century 21 Five Star Properties are a tight group who understand that propertymanagement can have many shortcomings when the team is not constructed well enough. By being sucha small team, we are able to communicate effectively and efficiently with no information scattered in theprocess and no jobs missed in between. We all manage your property at once which is great for ifsomeone is on leave, off sick or just out at appointments you don’t have to wait hours or days for yourcall or email to be returned and being able to talk to anyone at any time is reassuring for both landlordsand their tenants as they know that they are being heard and not lost in a stack of messages for whenthe property manager returns.

Quality tenants are sometimes hard to

come by that's why here at Century21

Five Star Properties we educate and

work with our tenants from the time of

sign up right through to vacate.

We find that providing this high level

of service our tenants have minimal

arrears and 90% full bond refunds.

We are also finding we are securing

more long term tenants.

Born and bred in Newcastle with real estate in her blood Casey is reputed forher honesty and integrity both within the industry and to her work.

With over ten years Real Estate experience and a goal to achieve only thebest customer service, her reputation for high standards within the industry issecond to none.

Winning Property Manager of The Year in 2010, Casey has a proven successas a highly trained and motivated Property Manager. In mid 2011 Caseyjoined the company as a Director of the Property Management Business.

Casey enjoys making her clients feel relaxed and confident that everything isunder control throughout the leasing process. Her and her well establishedteam understands the responsibility of managing your greatest asset.

“My goal is to make each moment of customer service outstanding andcontinuously provide superior customer service that sets myself andCentury 21 Five Star Properties aside from others in order to achievemaximum profitability and results.”

Owning properties herself, Casey understands the value of your home andtakes all possible measures to secure a tenant who will treat the property as ifit was their own. With a thorough application and approval process alongwith strict policies and procedures, you can be assured that your property isin good hands when it is managed by Casey Healey and her team.

PICTURE

Wayne Stewart is Managing Director and Principal at Century 21 Five Star Properties. He wasborn into a real estate family, however chose originally to follow his passion in architecture,before owning and operating his own construction company. A building related accident sawWayne recovering by selling property in his family’s business thus commenced his career inproperty services.

Wayne went on to manage the sales of a large project housing firm, before becoming NSWSales Manager of Queensland based development company, Kern Corporation Limited.

In 1984, Wayne joined the team at John Wragge Real Estate at The Junction, becoming businesspartner to John Wragge in the mid 1990’s then finally purchasing the business outright in 2000.In 2003 Wayne moved the business to the current premises at 328 King Street Newcastle.

34 years in the property industry, has seen Wayne sell countless land developments, that aretoday well established suburbs, and in the process win many acclaimed sales awards, such asNewcastle Herald’s Salesperson of the Year Award, not just once, but on several occasions. Hissuccess comes down to knowing his local market and a dedication to deliver the best quality ofservice and results; his longevity in the industry being testimony to the same.

Wayne has given an enormous amount of time back to the Industry and the City, teaching RealEstate and Marketing courses, both at University and TAFE from 1988 to 2002, he wasChairman of the Junction Chamber of Commerce and Main Street Committee for over 10 yearsand is currently Chairman of the Newcastle/Hunter division of The Real Estate Institute of NSWa position held since 2002. Wayne has been on The Board of The Real Estate Institute of NSWfor some 9 years and in December 2011, retired from the position of President of The RealEstate Institute of New South Wales. Wayne has been involved in many Charity Groups such asVariety, Westpac Rescue Helicopter and Starlight Foundation, and was a Newcastle AreaChairman for the Salvation Army’s annual Red Shield Appeal throughout 2006/2007.

Born and bred in Newcastle Sarah has a great understanding of both the region and the community. Starting her career in the Real Estate industry some 7 years ago, as a Receptionist, Sarah soon moved up the ranks to Holiday Property Management and to permanent Property Management.

Joining our team in early 2012 Sarah is now working alongside Casey and Jesse with a joint goal to ensure the best service is always provided

Being a mother of two young children, Sarah knows how to juggle, prioritise and stay focused all at once. With skills such as these, you can see why Sarah is such an asset to our team.

Upon completion of her High School Certificate in 2012, Jesse joined the Century 21 team as Receptionist. With a Certificate IV in Business Administration under her belt and aspirations to continue to move upwards in the Real Estate industry Jesse was promoted and has since joined our Property Management Team as the newest member.

After 12 months in the Real Estate industry Jesse is now busy trying to fulfil your requests to the highest standard. Although her Real Estate experience of only 12 months doesn't seem like much, Jesse's calm friendly nature is essential to the smooth day to day running of the Property Management department.

Taught by Casey Healey herself and with exceptional communication skills and knowledge of the area you can be sure that Jesse will soon become one of the best in the business alongside her boss and mentor. Whenever you call you can be assured that Jesse is always happy to assist you in any way she can.

Wayne Stewart is available at any time to help you with any enquiries you may have in relation to RealEstate, Property Management and Sales.

Regular training and updates on legislation are high priority at Century 21. We are local staff who know thearea, are easy to talk to and always available.

EMB, Terri Scheer and Real Cover provide a tailored landlord insurance policy we suggest all Landlords arecovered by.

Payment of Invoices– rates, water, strata fees and creditor payments are processed and paid out of rentalmonies.

Easy to read statements and money direct deposited into your bank account promptly at the end of eachmonth.

Promptly issued at the end of each Financial Year.

Suitable tenants are located and thoroughly checked on Australia wide databases such as TICA. Ownersalways have the final selective say.

Inspections are carried out once every six months with a detailed report and photos completed with acopy forward to the owner.

All jobs can be taken care of using our qualified and reliable trades people all covered by their owninsurance and ABN.

A rent review is completed after every periodic inspection.

Constant checks of all tenants payments on a three day basis. Follow ups with phone calls, SMS, letters andas a last resort termination notices. A copy of all arrears letters sent to the tenant are forwarded to thelandlord the same day so at all times you also know when your tenants rent is behind.

Inspection Manager is an app which runs fromany iPhone or iPad which allows agents tocomplete Ingoing Condition Reports, VacateCondition Reports and Routine InspectionsReports.

Inspection Manager offers property managersthe only comprehensive property inspectionsoftware fully compliant with legislationrequirements. The reports generated fromInspection Manager are professional andformatted in easy to read sections with picturesattached and labelled to area with comments. Upto 200 photos can be attached to every reportcomplete

The inspection report is downloaded back at theoffice in PDF file format for immediate email tolandlord.

Professional typed report 200 labelled photosAdjusted to meet each

properties layoutMeets current legislation Easy to read

We guarantee to keep all appointments and arrive no later than the time specified for the

appointment.

Our office will receive calls from 9am to 5pm Monday to Friday, 9am to 12pm Saturday and via

message transfer out of office hours. In case of emergency we are always contactable on the

mobile numbers. We guarantee to respond to all communication with you no less than twice a

week. We guarantee to forward to you all copies of advertisements placed on your behalf for

your property.

We guarantee to provide all documentation in plain English minimising the use of confusing

technical term and industry jargon. A copy of all documents signed on your behalf will be

forwarded to you for your records.

We value the personal information you give us and will take all reasonable precautions to prevent

unauthorised access to that information. We will not provide your personal information to any

other organization for marketing purposes. We will, with your help, keep your personal

information accurate, complete and up to date. We guarantee to correct any error that you bring

to our attention.

We guarantee you the highest standards of honesty, integrity and professional practice when

conducting all our business dealings with you.

We guarantee to bank all monies received by us into your nominated bank account within one

working day at the end of the month.

We guarantee to attend to all repairs and maintenance with prompt and attention and care. We

will take all reasonable steps to obtain the best pricing option for repairs and maintenance.

All of our team undergo regular focused

training to ensure you are dealing with

some of the very best people in the

Property Management Industry.

Our attention to detail from the minute a

client contacts a CENTURY 21 FIVE

STAR PROPERTIES representative to

the letting of your property is of

paramount importance to us and our

team.

We guarantee you too will be sold on

our service that at the time of listing

your investment, we our agency, we will

sign and give you a copy of our service

commitment to you signed by the

principal Wayne Stewart.

Management Fee

• Receipt rent from tenants according to acts and regulations.

• Control rent arrears by letters, SMS, phone calls & personal visits.

• Conduct drive by inspections of your property.

• Conduct routine inspections of the property’s interior 2-4 times

year.

• Contact the owners & tenants with a letter detailing each

inspection.

• Send water accounts to tenants and receipt payment of accounts.

• Identify repairs and maintenance costs.

• Organise all repairs and maintenance of the property.

• Prepare documents to lodge outstanding debts with relevant

authorities.

• Conduct ongoing/final inspections on the property.

• Finalise all cleaning and damages to the property.

• Keep a record of all maintenance.

• Members of Tenancy Information Centre of Australasia.

Letting and Re-Letting Fee

• Conduct reference & TICA checks on all prospective tenants.

• Assess if the tenant is suitable for the property.

• Show the property by inspection to prospective tenants.

• Consult with the owner on suitable tenant applications.

• Conduct a thorough written ingoing inspection of the property prior

to the tenancy commencing with photographs.

• Negotiate lease terms and conditions.

• Arrange for relevant documents to be signed– Residential Tenancy

Agreement, Bond Lodgement forms and key register.

• Lodge money with the Rental Bond Board.

• Arrange any keys to be cut.

Lease Preparation Fee

• Provide copies of the Residential Tenancy Agreement

• Draw up three copies of the Residential Tenancy Agreement

(Office copy, Tenant copy and Landlord copy).

• Make sure all documents are filled in correctly in accordance with

the current rules and regulations.

• Complete these documents with the tenants on your behalf.

• Provide copies of ingoing inspection and condition report.

Administration/ Technology Fee

• Postage of letters to Tenants for routine inspections, arrears and

any miscellaneous items

• All phone calls to tenants, landlords and trades people.

• All paper work, faxes sent to trades people, tenants and

landlords.

• Printing & postage of monthly statements to landlord.

• Postage of water accounts and collection of rates.

1 Management—7.7% (GST inclusive) 2 Managements—6.6% (GST inclusive)3 or more Managements—5.5% (GST inclusive)If our fees are the only thing worrying you, please give us a call.

The amount equivalent to one weeks rent plus GST Finding and placement of a tenant, negotiating a rental figure and completion of an initial inspection report.Note: If the property is rented at the time of transfer of permanent management no Letting fee is payable. If the property is vacant during the permanent Management the fee applies.

$33.00 (GST inclusive)Payable when a new tenancy agreement is negotiated and prepared.

$27.50 (GST inclusive)

$5.50 (GST inclusive)For the preparation and printing of end of month statements, disbursement of monies.

Nil

$100.00/ listing includes:Internet advertisingSignRental List

Nil

$55.00 per hour

.

century21.com.au

Every effort is made to gain a quality tenant in the shortest amount of time. Once a property is listed for rent the following marketing is commenced immediately:

• FOR LEASE sign erected at the property.• A descriptive ad placed on our For Lease brochure

which is then placed on our Reception desk.• A listing on all of the following websites including

detailed description and numerous photos.

Your property will be broadly advertised over these websites:

www.century21.com.auwww.century21.com.au/newcastlecbdwww.realestate.com.auwww.rent.com.au www.homehound.com.auwww.domain.com.au

Our experience shows a combination

of marketing over a cross section of

media, combined with our strong data

base, provides the largest bank of

buyers to work with.

You can be assured that every source

will be fully utilised to identify the best

suited tenant for your property, and we

will keep you informed weekly where

your inquiry is coming from.

68%

10% 10%5% 5% 2%

0%10%20%30%40%50%60%70%80%

Most activity occurs in the early period

of marketing when the property is new

to the market.

It is at this time that tenant activity is at

its height and why it is important that

the right tenant is seeing your property.

As time on market progresses inquiry

generally diminishes and potential

tenants become harder to attract.

Price your property right and maximise

your chance for a top result.

The Smart book is sent weekly to

all prospective tenants on our tenant

database to ensure they are up to date

with all available listings within our agency.

Our History

The Australian-owned arm of the worldwide network was formed in July 1994 and still operates under the same chairman and ownerCharles Tarbey. Prior to forming Century 21, Charles was chairman and owner of Combined Real Estate Pty Ltd and he brings more than 30years experience to the running of the Century 21 business today. The philosophy of Charles Tarbey underpins the Century 21 ethos: We aimto be the best in the business, and we are continually striving to improve our service to customers.

Since 1994, Century 21 has become the fastest-growing real estate network in the Australasian region with 300 independently owned andoperated offices throughout New South Wales, Queensland, Northern Territory, Western Australia, South Australia, Victoria. We are also oneof the most respected names in the business, with impeccable training and ethical standards for all staff. Century 21 is recognised as theexpert in real estate and we aim to provide the best possible outcome for people who are selling, buying or renting property through ournetwork.

Our Mission Statement

The Real Estate Industry of the 21st Century will be driven by a 'customer service culture' and Century 21 will lead this evolutionary process.The Century 21 System in all its operations, will epitomize not only professional real estate knowledge, but a dedication to integrity andresponsiveness to every customer whom we have the privilege of serving - Clear, Accessible and Expert.

This 'service culture' will be promoted, integrated and expected through every level of our system and no deviation from this high ideal willbe accepted. Our customers deserve, and will receive, the finest service offered by any Real Estate organisation.

• Global brand, worldwide recognition

• 100% Australian owned

• 112,000 agents in 7,600 offices worldwide

• Over 250 Offices throughout Australia

• Experience the power ofthe National Referral Network

We strive to provide you with the highest calibre of tenants for your property. Our tenant qualification process includes;• The completion of a highly detailed application form.• The verification by us, of the information provided in the Application

including means of income, employment and previous tenancies.• A search of the National Tenancy Database (TICA)• 100 point identification check

Yes. You must maintain your own insurance cover on the building, contents and public liability. If the property is a Strata unit, the Owners Corporation insures the building, but you should have contents insurance for the carpets, blinds, curtains, light fittings and any appliances inside the unit. The tenant is responsible for their own personal effects but not for the landlord’s belongings. We also suggest you are covered by Land Lord insurance.

Tenants are given different options in paying rent; they can pay by cheque, money order at our office or direct deposit into our bank account. Direct deposit is the preferred method.

We use the 5-10-13-15 arrears control procedure. The tenants are contacted when they are five days in arrears and are sent a reminder notice. This is usually sufficient for the tenant to pay rent. Any tenants are formally advised that if payment is not received within 5 days then a Termination Notice will be served. When the tenant is 13 days in arrears the tenant is notified of termination pending. When the tenant is 15 days in arrears we then issue a Termination Notice.

Unfortunately, no Agent can guarantee that because sometimes something totally unforeseen can go wrong for the tenant, such as a change in employment circumstances or a marital break up. The keys to reducing the possibility of these incidents occurring are careful tenant selection, strict arrears control and regular periodic inspections. Century 21 Five Star Properties uses all of these tools to minimise the chance of loss for the landlord. You can, as a landlord, insure yourself against these occurrences with a special insurance policy. Century 21 Five Star Properties can arrange this policy for you.

Cleaning- Janene Wennen Cleaning

Handyman- Approved Handyman Services

Maintenance Now

Maintain It Now

Electrical- Adamstown Electrical Services

Blue Tongue Electrical

Sam Mulholland Electrical

Lawn maintenance- Mark Walsh House and Garden

Pest Control- Termimesh Pest Management

Newcastle Pest Control

Appliance Repairs- Wholesale Appliance Supplies

J&J Appliances

Plumbing- Leigh Booker Plumbing

Thornton Plumbing

Carpet Cleaning- Electro dry Carpet Cleaning

Smoke Alarms- Smoke Alarm Testing Services

It also can reduce the

hassle in leasing as opens

are pre planned taking the

hassle out of short notice

inspections for the vacating

tenant or owner occupier.

We also will make private

inspection appointment to

insure all prospective

tenant inspect the property

when suitable to them.

First impressions are critical when a prospective tenant inspects your property. First, decide what sort of tenant you are targeting.

There are tenants who want to save money and are happy to live in a property that is not in first class condition. There are others, such as professional people, who are happy to pay top rent, but expect that property to present at its absolute best.

There is no doubt that well presented properties achieve better rents and usually attract the best quality tenants. That adds up to a higher investment return, together with fewer and shorter vacancy periods.

Here are some valuable property presentation tips.

• Tend to the gardens & lawns and clean the windows, paths, gutters and outside paintwork. These are all things seen from the street, and you don’t want prospective tenants to dismiss the property before getting to the front door.

• Repair or replace leaking taps, sticky doors, broken light fittings, blinds/curtains, loose door handles, rotten floorboards, leaky gutters and torn fly screens.

• If you are thinking about painting, only paint those areas that really need it unless you plan on doing the lot. New paint may only make those areas left unpainted look shabby. Use light neutral colours as strong colours may not be to taste.

• Get rid of odours that you may not notice but prospective tenants will, such as cigarettes or pet smells. It may be worth having the carpets and curtains cleaned, neither of which is very expensive.

• Open curtains and blinds to let the sun and the view inside. Nobody likes a dark house, and the view will make the rooms feel bigger.

• Have the property clean, tidy and uncluttered.• If your property has a pool, the surrounds need to be sparkling clean. You want the

prospective tenants to think it is an asset, not a burden. If it needs any repairs, it is better to do it now than putting it off. The repairs are usually tax deductible.

• Ensure that all electrical wiring and power points are safe. This includes any electrical appliances to be included in the property.

• Take out comprehensive insurance cover on the property (including public liability). You don’t want to be sued by a prospective tenant who accidentally injures themselves while inspecting the property.

Ask the following questions of the Agency you are considering for the job of managing your property.

Property Leasing

1. On average, how many properties does the Agency lease each month?2. What human resources has the Agency allocated to leasing properties?3. Does the Agency staff personally show prospective tenants through the properties?4. How does the Agency market available properties for lease?5. How much information is obtained from applicants for properties and what information is verified?

Property Management

1. What is your process for dealing with rent arrears?2. What is your process for dealing with repairs and maintenance?3. What steps do you take to ensure that all contactors working on my property are properly licensed and insured?4. What steps do you take to ensure that all maintenance work on my property is competitively priced?5. How frequently will you inspect my property?6. What is the experience level of the staff members who will be leasing and managing my property?7. How much training have they had?8. How frequently will you account to me for rent monies collected on my behalf?9. Can you send me rent statements by email and deposit my money in my bank account electronically?

Customer Service

1. What references do you have from satisfied clients?2. What back up staff are there in the event my Property Manager is sick or on holidays?3. How frequently will you communicate with me and in what form will it take? 4. Is your prospective Property Manager easily contactable? 5. What mediums do they have for contact?

“Just a quick note to say thankyou for all the effort you gave me in helping with the move. You truly went above and beyond and I’m very grateful.Thanks again.”Michelle D’Andilly, Tenant Hunter Street, Newcastle

“I have owned many properties in my time but have never received the level of service and professionalism shown by Casey. I never have to worry aboutmy investment as I know it is in safe hands with Casey. Thanks for all your help to date.”Kerry Myfanwy Owner Hannell Street, Wickham

“Casey was great, she was unlike any of the other Property Managers I have dealt with before. Nothing was a problem or to hard for Casey, calls werereturned and repairs followed through to the end. I would not hesitate to recommend Casey for the management of any property.”Margaret Bailey Owner King Street, Newcastle

“Its been a pleasure dealing with Casey and the staff at Century 21 Newcastle. Casey was extremely helpful and professional . I would recommend Caseyto my friends and family because she is trustworthy, helpful, knowledgeable and made me feel comfortable my property was in good hands. I couldn’tsay a bad word about Casey.”Terri De Rooy Owner Helen Street, Merewether

I just wanted to write and say thank you for all the help you have given me and Kat. It feels good to know that I can always call and get expert advice andhelp from Century 21, you and Casey in particular. From stories I hear of other real estates I’m glad that I have you as my Agents, and hopefully have youas my Agents for a long time to come.”Scott Hubbuck, Tenant Chalmers Rd, Wallsend

"From my first contact with Wayne and Nic at Century 21 Newcastle the professionalism and attention to the needs of their clients is second to none!This has continued with Casey and her team with the management of my investment property. Unlike other real estate agencies the team at Century 21Newcastle answers all my questions and nothing is a drama for them. Highly Recommended!!“Jenny Parlett Owner Honeysuckle Dr, Newcastle

“It is our pleasure to write to you and bring to your attention the most professional way the lease arrangement and subsequent property managementwork that is currently being done by both, Ms Casey Wennen, the property manager, and Ms Emma Wells, the property officer with your agency inrelation to our home at Macquarie Hills.

We had built our home just about two years back but my employment commitments required us to relocate to Sydney. Leaving a brand new home in thehands of unknown people as tenants was a big concern for us. We had a number of reputed real estate agencies in Newcastle providing us with therental appraisal of our home including some who undertake only the property management. Despite several inducements from other agencies and theirproperty managers, we selected you’re agency due to your personal reputation as a professional and honest business person in the real estate mattersas well as your property manager, Ms Wennen, coming across as a most honest and transparent person in our face to face dealings with her during ourexploratory meetings.

I must admit that, both Ms Wennen and Ms Wells exceeded our expectations in leasing out our property with good rental return in minimum time. Theirattitude to the task on hand was most commendable, thorough in terms of communications and always willing to understand our concerns.

Both I and my wife have no hesitation in recommending your agency and particularly Ms Wennen as a property manager to anyone who may need suchprofessional services. We, in fact look forward to a long association with your agency, Ms Wennen and Ms Wells. We wish Ms Wennen and Ms Wellsevery success in their chosen profession.”Nerandra Dave, Landlord Ripon Way, Macquarie Hills