Am I within My Rights to Ask for a New Property Manager (VIC)?

Jolakot on 20/07/2021 - 12:26

We've been having a shocking time with the property manager of a townhouse we're renting in a relatively posh suburb in Melbourne.

It takes them weeks to respond to emails, if at all given it usually takes a few tries to get a response, I'm pretty sure we're allowed to have a dog now because they just never even acknowledged the pet request form we sent a month ago and it defaults to yes after 2 weeks.

They say they'll follow up on maintenance requests and never do anything about it until we hassle them. And when they do send out trades people, it's usually for a poorly translated version of what actually needs doing, or they're only given a work order for one of several things we needed them to do (and have told the property manager about of course, they're not mind readers).

Only way we've been able to get urgent repairs done is by threatening to do it ourselves with the new laws; a malfunctioning smoke alarm that we've been reporting for 2 months had promise after promise to get it taken care of with no action, but they only sent out a bloke when we said we'd organize it ourselves at their expense.

On top of that, we took them to VCAT for a heater they refused to fix, who issued them with a breach of duty notice and ordered them to fix/replace it by a deadline. The deadline has passed and they still haven't repaired/replaced it, pretty sure the owner is going to get fined $5k+ when we take them back for that, so I feel like they've failed everyone.

Hate that we have to be pushy assholes to get anything done, and I've let a lot of small repairs go as a result. I'm used to sending polite 'Can you please fix x when you have the time, thanks' requests to previous property managers and having it resolved with the same urgency that we get from an ultimatum email here. I don't want to piss them off to the point of them not renewing our lease next year as we love it here, but I have no idea how to get anything done otherwise.

I'm not sure if it's an agency wide problem as we'd had a great experience with the leasing agent and admin staff, but we're sick of it given we've had better service in a place that was 1/2 the price.

Are we entitled/allowed to ask for a different agent? Are there any 'magic words' or advice on how to do so?

Home & Garden

Comments

  • Summoner on 20/07/2021 - 12:35
    +4

    Why do you want to live there after what you have been through…

    • Xistn on 20/07/2021 - 12:42

      Location, Location, Location.

    • Jolakot on 20/07/2021 - 14:23

      Because if our current agent was as good as our last few, this place would be close to perfect for us. Great location, great size for us, good layout.

      • Summoner on 20/07/2021 - 14:39

        I had been in a rental property where owner was the one causing the significant delay. So, your problem might be the agent, owner, or both. In any case, if you have taken them to VCAT and nothing has changed, it would be great time to consider moving. You can try to push them harder, but its likely they will either ignore you or not renew your lease when it expires.

  • djkelly69 on 20/07/2021 - 12:36
    +12

    No. It is the owner's agent, and they can use who they choose.

  • Drakesy on 20/07/2021 - 12:40

    Unfortunately you'll just have to keep complaining to VCAT reviewing them and you might get somewhere.

    But yeah PM's are probably up there for some of the least useful people out there. (But i do admit there are decent ones as well).

    Probably because they're only getting paid $50 a week pre house.

    • Jolakot on 20/07/2021 - 14:25

      I honestly thought that a notice from VCAT would change their tune, the fines are incredibly steep

      But it hasn't, nothing has changed, guess that just means pushing harder

  • wizzy on 20/07/2021 - 12:41
    +3

    Unfortunately the landlord chooses the property manager they use, not you.

  • Mechz on 20/07/2021 - 12:54
    +2

    Call the head agent/owner of the REA. Or send them a detailed email about why the PM has failed you and them.

    If no luck, start leaving very detailed reviews about them on google and other sites.

    • spackbace on 20/07/2021 - 13:07
      +4

      I'd agree, but a well-worded email might be the better bet. Paper trails are easier

      Address it with their boss, and action should happen, especially if the lack of communication is causing VCAT orders etc

      • Jolakot on 20/07/2021 - 14:26

        Good idea, hadn't considered talking to their boss, I'll write them an email if I can find one

  • TheBird on 20/07/2021 - 13:06
    +1

    You have the right to ask. They have the right to refuse.

    I think you're going to need to go to vcat (probably more than once) to get that fine issued so they'll pay greater attention.

    • Jolakot on 20/07/2021 - 14:28

      Yeah it's going to take a few more sessions, I don't really want them to be fined though, just pay attention

      Not sure what else I can do other than get VCAT to enforce it if they refuse to though

      • TheBird on 21/07/2021 - 12:43

        Since they're not willing to listen to reason, from what I see, you have two choices. Bend over and take whatever they're willing to dole out or force their hand with the big stick (fines from vcat).

        Start looking for a new place to live.

  • Marcsie on 20/07/2021 - 13:17

    Just let them know, if they don’t change the property manager, you will rent another property from another agent, problem solve, so simple !

  • wallet72 on 20/07/2021 - 14:01
    +1

    What ways can you make sure the owner is aware of what the property manager does?
    I don't mean just the bad things, but we once had a PM that we never saw in the 4 years we rented the place but when we finally met the owner as we were leaving he told us that he'd received ther quarterly inspection reports. He also had not received half the repair requests we'd asked for.

    If we hadn't met the owner in that final week we wouldn't have known this, so I guess what legal things are in place to confirm the owner is aware of what's going on?

  • Downvoter on 20/07/2021 - 16:24
    +1

    There is zero percent change they will renew your lease

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