The winning formula behind this property manager’s success

Trust is a precious merchandise in property administration, but in Harcourts Solutions, they say it is the basis of what they do.

Whether they are the owners who deliver the keys to their investment properties or tenants that depend on timely support, the team strives to make people feel they are in safe hands.

That trust is backed by the results. The Brisbane headquarters has achieved a net promoter score, which is a measure of customer loyalty over the industry average.

“What really stood out for us was how surprised our team was in the number of customers who valued them,” said Harcourts Solutions Property Administration Director, Jodie Stinton, to Realestate.com.au.

“They were described much tougher than the comments we receive and that the realization, which are really reliable and appreciated, was powerful.”

Now, their efforts have won national recognition, with Harcourts Solutions appointed administration team of the year at the 2024 Rea Excellence Awards.

Stinton said his approach was based on the attention, responsibility and commitment to put people first.

Each team member of 29 people takes the total property of their portfolio and manages it with transparency.

And the results speak of Tiellves, with retention rates of longer red tide personnel and low vacancies rates in its more than 2,200 properties.

“We treat our team as the leaders they are,” said Stainton.

Harcourts Solutions won the Prize for the Properties Administration Team of the Year at the Rea 2024 Awards. Image: supplied

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“They have autonomy, they understand each metric that affects their role from income to efficiency and satisfaction scores. They give them real confidence and responsibility.”

Virtual tours have become a standard part of Harcourts Solutions Toolkit, with more than 800 listings with high quality digital tours.

These routes not only improve the quality of the applications of the tenants, but also allow the previous approval before physical inspections, which gives the team a competitive advantage in a fast movement rental market.

But beyond operational metrics and digital innovations, Harcourts Solutions has also led with heart.

Last year, the team launched an initiative that encouraged the owners to donate a day worth renting charity, calling it ‘Christmas day rental’.

Harcourts coincided with the amount of management rates, raising around $ 6,500 for Orange Sky laundry.

Orange Sky is a national beneficial organization that supports people who experience homeless people and difficulties through free laundry access, warm showers and a genuine conversation.

“It was something I had always wanted to do, and the team did it with all my heart,” said Stinton.

The Australian rental crisis has exercised tension in the pussy in property administrators who have had to convert the needed bars to a shortage of rental houses. Image: Steve Christo/Getty

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“Now we are writing this in our management agreements, so we hope to raise more than $ 20,000 this year.”

For the team, the initiative was also personal. Given Australia’s housing crisis, property administrators found themselves saying not to vulnerable people who need a desperate refuge.

Returning to those at risk and experiencing the lack of housing was a way to channel that emotional cost to something hopeful and constructive.

“It was a really difficult time for our team, which constantly rejected people,” he said.

“Supporting the orange sky felt like a way to return something and do something significant.”

Looking towards the future, the team is ready to grow, with plans to climb to 5,000 properties under management and continue developing leading training systems in the industry to help its people.

“We are not afraid of change, we accept it,” Stinton said.

“Our team has an agile mentality and are willing to try, fail, and learn fast, so a large part of what we are separated is. People is not just a value for us, this is how we direct our business.”