Client Guide

How We Help You

At Jeff Jones we endeavour to provide a pro-active approach to the management of your investment properties. At appropriate times as per our Property Management Services Time Guide we will carry out services required.

A team member will be allocated for each service. Generally, the team member who initially assumes responsibility for a service will complete the process on your behalf. Our aim, however, is to provide transparent systems that facilitate other team members being able to assist as required to ensure we meet our obligations.

Our website has comprehensive resources including:

Knowledgebase: Check our support page for advice and documentation specific to property management

Insights: Our insights section includes articles relating to property investing

Hours Of Operation

Regular hours are Monday to Friday 8:30am to 5:30pm (AEST) and Saturday 8:30am to 4:30pm (AEST). Unless advised otherwise the office is not open on public holidays.

Out of office hours emergency procedures are clearly explained and documented to tenants and occupants.

Contacting Us

You can work directly with a member of our property management team by calling us, emailing us or completing an online contact form.

Phone (07) 3397 5166

Email: help@jeffjones.com.au

Online contact form: www.jeffjones.com.au/contact

Compliments & Complaints

We want to hear your feedback, good or bad, to help us ensure we are delivering a quality service.

Phone (07) 3397 5166

Email: feedback@jeffjones.com.au

Online contact form: www.jeffjones.com.au/feedback

Availability, Response & Resolution Times

We strive to resolve all services based on our Property Management Services Time Guide. Our response and resolution times may vary depending on the availability of other stakeholders, seasonal peaks and the complexity of individual cases.

As soon as a delay is expected your allocated team member will provide you with a detailed update and an estimated resolution timeframe.

Property Management Services Time Guide

Maintenance & Invoicing
Emergency maintenance requests actioned Within 15 minutes
General maintenance requests actioned Close of business each day
Job completion (request to invoice approval) 10 days
Routine Inspections
Frequency agreed as per management agreement 2 or 3 per year
Rent Collection & Disbursement
Jeff Jones rent collection procedures Actioned daily
Rent income disbursement 1st and 15th day of month (or next business day if not a business day)
Leasing & Lease Renewals
Commence leasing campaign 21 days prior to available date
Leasing campaign phone updates Twice weekly
Leasing campaign written report update Weekly
Commence lease renewal negotiations 80-90 days prior to lease end date
Lease renewal negotiations complete 61 days prior to lease end date
Vacating
Final inspection By 5pm the next business day after vacate
Bond finalisation By 1pm on the third business day after vacate
General
Return phone call or email Close of business each day
Portfolio “health check” Once per year

Thank You!

Our mission is to make property prompt, precise and hassle free.

We look forward to partnering with you and helping you accomplish your mission!