Property Manager

Quick Tutorial

Watch this short Video first!

Who is the Invitation from?

The invitation email is from YOU in your name, with your email stationary and sent via Maintenance Manager. You are personally recommending the service to your owners with this VIDEO, FAQs and Sample Report. There is a link in that email for the owners to accept or decline the invitation. If declined or accepted it is a virtual “unsubscribe” from further invitations for 1 year. If an owner calls or emails you, it is important that you do not discourage them from accepting the offer as this may increase the risk to your agency in the event of an injury at the property. Experience tells us that when you are not committed to the concept it will confuse owners. Simply saying “It’s a great idea although you don’t have to do it” will help and then offer to accept or decline on their behalf (following the procedure below). Referring them to the Owner FAQs in their invitation email will also usually answers all their questions or concerns.

Why are we sending the PropertySafe invitations?

The purpose of a PropertySafe invitation is to provide you and your agency with the opportunity to mitigate existing risks. By merely recommending the services to your clients, regardless of response, the risk to your valuable Rent Roll is greatly reduced. This would be considered best practice by you in the event of a claim for injury or death by a tenant or their guest where the incident is proved to be a situation that would have been identified in a PropertySafe report.

How do I accept or decline the invitation on the owner’s behalf?

If an owner calls you by phone or gives you a direction via reply email in your Notes Received (having not utilised the links in the invitation) you can ask them to utilise the link in the email you sent them OR you can accept or decline on their behalf by going to your MMgr Dashboard – search and find the property – click on the “Purchase” tab at centre and approve or decline as per their instructions remembering to make a note of how they contacted you and what they said. This will halt any further invitations to the service for 1 year. NB: If you have an owner that does not want to decline the offer officially although does not want any follow-up emails follow the procedure below to permanently exclude (remembering the importance of you documenting this direction to protect your agency in the event of an injury at the property).

How do I appease owner concerns?

If you receive a phone call or email from an owner asking if the offer is legitimate (spam), saying that they expect you to cover all safety issues in your service or unhappy with receiving any emails about recommended services we suggest you reply with the below words or similar.

“We sincerely value you as a client. This recommendation is just a part of the overall risk management options we source for our clients on an annual basis. We believe it’s an excellent idea to increase safety as it covers many areas that are outside our expertise as property managers. If you do not wish to receive further emails about this for at least a year, please click on the link in the email to accept or decline the offer or let me know and I will do this on your behalf? I can also permanently exclude you from this offer if you like?”

How do I permanently exclude an owner from receiving Invitations?

If you have an owner that has requested to be permanently excluded from all future PropertySafe invitations, this can be achieved within Maintenance Manager by bringing up the property, click on the “Settings” tab at right, scroll to “Other”, select “Exclude from PropertySafe invitations”, select the reason then scroll to the bottom of the page and if required select “Apply settings to all Landlord properties” then click “Save Settings”. This will exclude this property from all PropertySafe invitations until deselected. NB: Excluding a property from the invitations may increase the risk to your agency in the event of an injury at this property.

How do I exclude Commercial properties from the invitations?

If you receive communication from a commercial property owner (shops, factories and offices) who cannot order as the process only allows for residential properties (House, unit etc.), please apologise to the owners on our behalf and confirm that we only complete residential safety inspections at this time. To exclude a commercial property from all future PropertySafe invitations within Maintenance Manager bring up the property, click on the “Settings” tab at right, scroll to “Other”, select “Exclude from PropertySafe invitations” and then click “Save Settings”. This will exclude this property from all PropertySafe invitations until deselected. You are also welcome to send us a list of these properties or inform us of a particular commercial portfolio to exclude from future safety inspection offers.

What happens for owners without email addresses?

Within Outbox Pending – Documents to be Sent – there may be some PropertySafe invitations needing manual action. These are for owners with missing or incorrect email addresses. You need to either print and post the owners a hard copy version of the invitation or phone the owners so that from a risk management point of view you’ve notified all owners and attempted to receive a direction. This page can be edited before printing, including the removal of blank lines etc. If an owner without an email address accepts or declines the offer simply follow the accept/decline process noted above via the property address in MMgr. Accepted offers will have their report sent to their postal address imported from your accounting system. Note: Asking the owners for an email address and forwarding to us will expedite the process.

How do I see who has accepted or declined the invitation?

As inspections are ordered you will receive an email notification, but you do not need to do anything, the process is fully automated until it is time for you to consider any “High” risk issues arising from the inspections or lower risk issues forwarded to you from the owners. To see current orders in MMgr go to Properties – PropertySafe Inspections – Current Inspections. To see declines to the invitation, go to Tools – PS Report ordering – Rejected Invitations. To see completed inspections go to Properties – Completed Inspections.

How do I cancel an order?

If you receive communication from an owner that no longer requires an ordered report you can cancel the order in Mmgr at any time up until commencement of the inspection. Go to the property address in Mmgr select the “PropertySafe Inspections” tab and select “Cancel”. Place a comment regarding the reason for the cancellation and then automatic emails will be sent to the owner, tenant and inspector confirming the cancellation.

Is there a further discount if I own multiple properties?

Bulk offer discount via your agency
If you have received an email from your property manager inviting you to accept or decline a PropertySafe report you automatically receive the nominated bulk offer discount as detailed in that email as well as the opportunities below.

2-4 properties – 10% discount
NB: Please contact us immediately after order to receive this discount. If this contact is not made before the completion of the reports no discount will be applied.

Each leased residence requires an individually completed and insured report. If you order 2-4 residences within the same region or building e.g. both sides of a duplex, 4 units in a building or 3 homes in the same or neighbouring suburbs, a 10% discount is available per report. To obtain this discount you must contact us immediately after order (inspections@propertysafe.com.au or 1300 155 888) to give us an opportunity to arrange all inspections for the same day. Note: If the order is for all units within 1 building, the report for unit 1 will include the common areas as per our scope.

5 or more properties – 15% discount
NB: Please contact us immediately after order to receive this discount. If this contact is not made before the completion of the reports no discount will be applied.

Each leased residence requires an individually completed and insured report. If you order 5 or more residences within the same region or building a 15% discount is available per report. To obtain this discount you must contact us immediately after order (inspections@propertysafe.com.au or 1300 155 888) to give us an opportunity to arrange all inspections for the same day. Note: If the order includes all units within 1 building, the report for unit 1 will include the common areas as per our scope.

Granny Flat with separate lease 50% discount
NB: Please contact us immediately after order to receive this discount. If this contact is not made before the completion of the reports no discount will be applied.

Each leased residence requires an individually completed and insured report. If you order for both the main house and associated granny flat a 50% discount is available for just the flat provided access is supplied to both dwellings for the same day and time by the property owner/manager. To obtain this discount you must contact us immediately after order (inspections@propertysafe.com.au or 1300 155 888) for us to apply the discount and inform the inspector before scheduling.

Share accommodation with individual leases 80% discount
NB: Please contact us immediately after order to receive this discount. If this contact is not made before the completion of the reports no discount will be applied.

Each leased residence requires an individually completed and insured report. When there is 1 building with multiple rooms individually leased e.g. share accommodation or studio apartments, full fee is required for room 1 and the common areas as per our scope and a further 80% discount is offered for each remaining room provided access is supplied to all rooms at the same day and time by the property owner/manager. To obtain this discount you must contact us immediately after order (inspections@propertysafe.com.au or 1300 155 888) for us to apply the discount and inform the inspector before scheduling.

Are the inspectors qualified and insured?

At this time every inspector must adhere to the following:

  • Have nationally recognised qualifications in Building with at least Low Rise, Carpentry and/or a Building Inspection diploma/certification.
  • Completed and clear a national police check.
  • Complete the PropertySafe Certification requirements being:
    • Successfully completed over 40 hours of on-line education via R.T.O. Novaskil (individual certificate available on request).
    • Competently completed over 100 hours infield training, supervision and assessment.
    • Agreed to the PropertySafe Inspector Code of Conduct (copy available on request).
    • Have current certified Professional Indemnity insurance $5,000,000 any one Claim and $10,000,000 in the aggregate.
    • Have current Public Liability insurance $5,000,000

What's included in a PropertySafe Report - SCOPE?

Click HERE to see the PropertySafe inspection SCOPE

What does the report look like - SAMPLE?

Click HERE to see the PropertySafe inspection SAMPLE REPORT

Do I receive a copy of the entire report?

No. To protect your agency ONLY the owners receive a copy of the completed report. If you automatically receive a copy of the entire report it may be argued in future that you are responsible for actioning all report findings including the lower risk ones. On completion, you will receive an email alerting you to only “High” risk issues if discovered that also appear in your MMgr dashboard. It is these high-risk issues you will need to action. The owner receives an email with the entire report attached informing them firstly, that you have been alerted to any high-risk issues and then giving them a link to refer any lower risk issues to you via MMgr.

What is included in a unit (apartment) strata/body corporate safety inspection (scope)?

Inspection scope includes the interior of the unit and associated balconies, the main public entry door and foyer, the immediately adjacent external area (within 2 metres) of the main public entry door, walkways to and from the unit door between the main public entry, stairwell and elevator (if present), the main stairwell up to 3 levels (when no elevator present) and the parking space or garage associated with the unit if accessible. When an elevator is used, we inspect and report on the interior of the elevator. Inspection specifically excludes all stairwells (when an elevator is present) and all remaining common internal or external areas, grounds, steps, stairs, balconies, walkways, structures and buildings. Any obvious safety risks noticed at any time during our movement to and from the building will be noted in Inspector Observations.

Our inspection scope explained above may include areas or sections that are managed by a Strata and/or the Body Corporate entity. In these instances any safety issue discovered during the inspection in those areas can be referred to those services via your Property Manager. In most instances the interior of the residence is the responsibility of the owner. To obtain a detailed understanding of what sections, areas and locations are the responsibility of the strata/body corporate service please refer to your strata/body corporate contract and/or your Property Manager.

Is this a compliance report?

The PropertySafe residential safety inspection is not a pre-purchase, compliance or building certification report. The premise for the report is first and foremost, regarding safety, by alerting home owners to safety risks and providing options to mitigate those risks. The scope of the inspection is based on statistics associated with hospital treated home injuries, general medical practice presentation, legal claims for injury or death and reported safety issues at a reasonable persons expectation and considered common sense. Guidance for the inspection scope has been received via excerpts from several building codes, practises, Australian Standards and the Monash Report into slips, trips and falls although we do not purport to encompass all of the inclusions in those documents. The report is a result of findings based on a clear scope of inclusions and exclusions and may at times include comments associated with legislated requirements both current, retrospective or non-retrospective although PropertySafe have no authority to compel compliance..

Note: If any ‘Very High’ or ‘High’ life threatening issues are discovered, we are obliged to notify the occupant of the home (if present at the time of inspection), according to The Inspectors Code of Conduct. The Property Manager would also be notified immediately. An example of this type of issue could be a gas leak or exposed 240v wiring.

Is the report expensive?

No. Excluding smoke alarm testing which is now a generally accepted service cost for rentals properties, the investment in a PropertySafe report is about $5.60 per week over the recommended annual cycle of inspection. This is a very small investment for peace of mind. After discussions with managing agents we firmly believe a property can be rented for a higher amount if it has been PropertySafe inspected as it will provide peace of mind to tenants, creating you a financial benefit while minimising your risk.

How are Entry Notices managed?

The inspector will endeavour to contact the tenants to arrange a mutually agreeable time to complete the inspection. If there have been 3 unresponsive attempts to arrange a day and time with the tenants the inspector will utilise the Entry Notice capability within MMgr to send an entry notice with 7 days’ notice in the name of the agency. The only exception to this procedure is when the inspector is travelling to a remote location to complete at least 3 days of inspections. In this instance entry notices will be sent regardless of contact with the tenants. The agency can remove the inspector’s opportunity to send entry notices within MMgr via the Tools – Global settings – General settings. If the ability for the inspector to send Entry Notices is removed the property Manager will be asked to send entry notices on the inspector’s behalf.

How are invoices and payments managed?

When the owner accepts the invitation from the link in the email it takes them to a page where they give permission for you the Property Management Service to pay the cost of the report from their trust account. Your office will receive an invoice soon after completion via the MMgr in “Payment Approvals”.

What do I do about bounced emails?

If you receive any bounced emails saying that the address had failed, then you will need to contact the owner to get their correct address and then inform us so we can resend the offer.

What do I do if a previous client receives an invitation?

If you receive communication from an owner who is no longer a client it is likely there has been an import issue that requires deactivation of the property. Please see the guide here.

If the owner has Public Liability insurance, do they really need a PropertySafe report?

Yes. If they carefully read their insurance policy there is likely to be opportunities for the insurer to withdraw or limit cover under certain circumstances.

An insurance company example: “We do not cover loss, damage or legal liability caused by a defect, structural fault or design fault that you knew about (or should reasonably have known about) and did not fix before the loss, damage or legal liability occurred.”

How often is a safety inspection recommended and how long is it valid for?

The current PropertySafe standard for the frequency of a recommending a residential safety inspection is annually. With regard to validity periods, for all intents and purposes a safety inspection, similar to a condition report, details conditions that were present on the day of inspection only and those conditions can change at any time. Having said that, a residential safety inspection by PropertySafe is and will be considered best practice by property owners in this country at this time in history.

Do I need an inspection if the home is new?

It would be a reasonable assumption that newer homes would have less safety risks associated with them if constructed compliantly and therefore be a lower risk than older properties. Completing a safety inspection would mitigate that risk further. Often renovations or installed fixtures and fittings after initial construction can create safety hazards. Home owners should consider the risk and cost to benefit ratio when making a decision to accept or decline the recommendation for a residential safety inspection of a new home.

How long will it take?

The time taken on the property will vary depending upon the size of the property and the level of magnitude of any issues. The inspector is usually on-site for between 45 minutes and 1.5 hours.

Does this protect the owner entirely from claims?

The purpose of the residential safety inspection is to mitigate the risk of personal injury claims. It offers guidance to lower the risks although cannot remove the risks entirely. At this time there is no Australian Standard for residential safety inspections and until a standard is established we believe our inspections would be considered ‘Best Practise’ for this type of service at this time in history. The safety issues included in our inspection and report are guided by our research of the current National Building Codes, Australian Standards for Glass, Electrical, Smoke Alarms, Pool Fencing and Curtain Cords, The Monash Report on Slips, Trips and Falls and The Slips, Trips and Falls Final Decision RIS report.

What inspection tools do the inspectors use?

Inspection tools include: In-field application, Torch, Gas detector, Voltage finder; Moisture meter; Thermometer; Sound level meter; Toughened glass indicator; measuring tape.

Are claims against Landlords and Agents increasing?

Yes, in 2003 the value of annual total claims in Australia was under $3 million and by the end of 2011 they had skyrocketed to over $60 million. The claims are rising rapidly so you need to reduce your risk of claim.

How many claims have there been against Landlords?

There is an inherent difficulty accruing the value of claims against Landlords as the vast majority of claims are settled confidentially. Research via http://www.ncpd.apra.gov.au/Home/Home.aspx gives insight into statistics both nationally and by state and how these statistics have increased in recent years. This coupled with high profile cases such as Diefenbach and Hunt v RTA reiterate the trend toward the increased number of claims and amounts paid. Furthermore, the premise for completing a residential safety report is not only as a result of increased claims risk it also considers recent statistics for hospital presentations for home injuries and deaths. Documents such as the Monash Report into slips, trips and falls and increasing awareness around the risks associated curtain cords, CO gas, electricity, pool fencing, damp, smoke alarms and high window falls. Please see What is the inspection procedure? in our FAQs regarding the inspection scope and our NEWS page for further information or click on the below links for more examples and information

Claim recommendation

Real Estate Works News

Real Estate Excellence Blog

For claims history data

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