12 | The Rental Bureau Video viewing a win-win for business The Rental Bureau team celebrates winning the Excellence in Innovation Award at the Westpac Auckland North-West Business Awards. Sue Russell WESTPAC AUCKLAND BUSINESS AWARDS Victoria Heyes, Principal of Auckland-based residential property management business The Rental Bureau says it was a real thrill and surprise to receive the Excellence in Innovation Award at this year’s Westpac Auckland North-West Business Awards. “In a way I have Covid to thank for providing us with the opportunity to really look at how we could much more effectively conduct business through severe restrictions,” Victoria says. “It provided me with the impetus to develop whole new systems that have turned traditional rental pathways around and delivered to both owners and tenants a much more empowering experience.” And by that she means instead of applying the usual practice of holding several viewing days for prospective tenants to view a home, tying up hours and hours of time, keeping owners and tenants waiting for results, Victoria employs new software to offer viewers in advance the opportunity to see videos, 3D walk-throughs and professional photos of the home, equipping them with a much better sense of whether a particular property would suit their needs. “I had long felt that the usual process of finding tenants, where a home owner contacts a property management company with this followed often by several weeks to find a selection of candidates for the owner to choose from, was cumbersome and didn’t provide tenants with good service. “Especially I wanted to reduce down the time involved for everyone’s benefit.” How Victoria came into establishing her own residential property management business is an interesting journey. “Having returned from the UK, where she had worked in the corporate world for many years and heavily pregnant she found herself initially renting a home and feeling, what she believes many tenants do, under-valued and disrespected. “We were having property inspections four times a year and made to feel belittled. It was the way we were treated like second-class citizens.” So with that experience in mind, coupled with also being a rental owner, Victoria decided to step out and start her own business driven by a strong vision to provide solutions to tenants and owners based on customer service and great communication. Her approach worked, growing her client-base to 20 by the end of 2015. “By giving great service to tenants, it actually directly benefits home owners. “The goal is to have high-quality relationships so that good tenants remain in the home, saving owners the need to frequently re-engage in the letting process. Everyone benefits!” Technology is used to ensure that any questions or problems tenants in a home have can be answered quickly and that, when needed, a tradesperson makes contact within two working days. “A happy long-term tenant who is open to paying more over time, and appreciates being treated as a customer is much better for the property owner.” So effective are the letting systems employed that Victoria says the goal of at least 50% of all properties on her books being rented out after one view is easily within grasp. “It means tenants are not waiting around to see if their application has been successful. I know finding a home to rent can be a stressful process and we have taken a lot of the stress away. “Technology has become the enabler, the tool, to create a much better experience for tenants and deliver results for owners.” When a property comes up for rental management Victoria and the team spend about half a day taking photos, videos and then list it on various rental platforms. So efficient is the system that Victoria has to remind property owners to be poised and ready to make decisions that same day. The team consists of two property managers, three co-ordinators, who support the managers including Seren Ball, a property manager who has been with Victoria since the beginning. “Our co-ordinators are highly skilled on the software programmes we use for our tenants and owners. They load up and manage the information flow in real time and that’s why we’re so efficient.” Asked what the award really means, Victoria says its extremely satisfying and with a sense of pride that she realises how The Rental Bureau conducts business has been recognised by the judges for its underpinning values. “I just feel we have got something to say. We get lots of enquiries through the website from property owners. When I think back to those early days which were really challenging, it’s been a wonderful experience. I’m so very proud of the team who are all committed to delivering top service. By putting the tenant first we deliver outcomes that benefit both tenant and owner in equal measure.” Victoria interacts with a number of independent property managers. She believes the non-corporate model of customer-focussed property management businesses, such as hers, offers clients a really positive alternative to consider. “Business is thriving and I know this is because we deliver an excellent service, driven by a real passion for the industry.” “I’m so very proud of the team who are all committed to delivering top service. By putting the tenant first we deliver outcomes that benefit both tenant and owner in equal measure.” B BLACKWOOD HOMES Ltd Jamie May Director 0211586365 | blackwood_homes@yahoo.com new builds renovations decks scaffolding excavation work ALL TREES • Tree and hedge work • No job to small or big • 20 years experience • Fully insured • Free quotes • Friendly service Oliver Young 0272853916 / 09-8139998
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