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Management Rental & Relocation In any industry there is always the exception. In Adelaide that exception is Toop&Toop. The local real estate industry is cluttered with management companies. Many “dinosaurs”, under-resourced corner store operations and small franchise operators. The industry has been in turmoil as we recently witnessed the demise of Adelaide’s largest management group. Unsustainable fees, poor business practices and cost cutting resulting in chaos for so many Adelaide landlords and tenants. We believe the management, rental or relocation resources of Toop&Toop operate on an entirely different and much more effective level than the ‘norm’. Toop&Toop are large enough for necessary organisational structure, yet controlled enough for personal attention. That family business feel has stuck and is a good feel. A business that has stood the test of time. With Toop&Toop, you have the peace of mind that comes from dealing with the company that was Australia’s first residential Quality Assured property management division. Our team of experts now manage a complete spectrum of property right from the most basic flat through to some of Adelaide’s finest properties and for many of Adelaide’s high profile corporate executives. That same culture of professionalism is found through our entire range of clientele. If you have an investment property, a portfolio of properties or are in need of a tenant for your own home, Toop&Toop set the standard in the management of your investment. 
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Our Management Philosophy At Toop&Toop we specialise in business partnerships with our clients. Our goal is to relieve as much stress as possible that is associated with rental properties. Our aim is to ensure your investment remains secure. While your property is ultimately your responsibility, our approach will ensure you are protected from as much risk as possible in this very litigious environment that we now live. Our property management division is backed by a highly regarded, high profile sales team. Our property management division aims to:
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Our Company In 1985 Anthony Toop launched a real estate company from his home in Toorak Gardens with his wife Sylvia. The dye was cast. From the outset innovation and systemised cost effective business practices were certain to challenge an industry that was locked in tradition. With a passion for moving the real estate industry into a new era, Toop&Toop soon set the standard. The firm quickly gained national recognition and won numerous awards for its innovative activities. Toop&Toop is now recognised as the most highly awarded residential real estate company in Australia. Integral to this success were qualities such as agility, risk-taking and the willingness to challenge assumptions in order to find a better way of providing service to clients. Toop&Toop’s unique marketing, advanced technology, respected reputation, impeccable ethics and unmatched service have formed the backbone for the strongest and highest profile independent real estate firm in South Australia. Meanwhile, Toop&Toop’s founding passion for innovation and focus on efficiency has been maintained at the highest level. Anthony Toop Managing Director “Meet the powerhouse of Toop&Toop. With 27 years in real estate, numerous awards for customer service and business excellence, the passion, energy and drive never abates in this amazing Adelaide icon! With his feet firmly in the business and his mind constantly working on ways to improve our service and product to our customers, Toop&Toop is a company moving forward”. Karen Raffen General Manager “Adelaide through and through, Karen Raffen as the General Manager, works tirelessly to keep the wheels of Toop&Toop running smoothly. If you have any comments, queries or would like any information about Toop&Toop she is the one to speak to”. Cheryl Heaven-Smith Executive Manager – Rental Relocation “Having worked with Toop&Toop for over 12 years, Cheryl Heaven-Smith has been an integral part of implementing procedures and changes within the organisation. Cheryl has been part of the Executive team for many years and previously worked within the Sales Division. Cheryl is passionate about property management since taking over the division in February 2003.
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Responding to a need There comes a time when outside influences change so greatly, that if companies do not recognise these differences and move to meet them they will become irrelevant. Just because certain practices have worked for years, doesn’t ensure its relevance today. In the real estate industry, things have been changing over the past 5 years, and even more noticeably over the last 2 years. The pace of change has stepped up. Consumers of today are more demanding and savvy, wanting more for less. In today’s litigious society, mistakes are no longer tolerated. The community is developing a litigation mentality. In 2003 we witnessed the demise of Adelaide’s largest residential management company. An endless procession of sale of rent roll businesses is occurring where cut rates have forced the melt down of rental businesses. Toop&Toop emerge as the solid and innovative South Australian family business. Toop&Toop are changing our business to provide not only a high level of professionalism but a higher level of client advice.
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Marketing Toop&Toop have several options for you to consider when it comes to marketing your rental property. Open Inspection Your rental property can be advertised with open times for all interested parties to attend and view your property. Private Inspection Interested tenants contact the Leasing Manager for a time that they can privately view your rental property. Print Marketing Leasing your property is related to the amount of exposure your property receives. To that end, one of our largest forms of promotional marketing is newspaper advertising - The Advertiser. Property Available List Your rental property is advertised on our Property Available List which details all your properties features, price range and when property is available. Each of our four offices maintains a current supply of Property Available Lists which are updated daily. These lists are also forwarded weekly to Relocation Agents and Corporate Clientele. Internet The emergence of the internet has really changed the dynamics. Tenants have embraced the internet in a big way. www.toop.com.au was one of the nation’s first real estate sites and remains one of the best in the industry. www.toop.com.au has a simple search engine. Our full time in-house expert has this site under continual review to ensure leading-edge results. There simply is no better site for Adelaide rental properties. The beauty of this option is that it allows people who cannot get to your property, i.e. live interstate or overseas to not miss the opportunity to see if it suits their needs. Many properties have been let direct from internet enquiry. T&T Magazine T&T Magazine is beyond compare in Adelaide for readership and distribution on a weekly basis. All available rental properties are included in this publication. Virtual Agent Our patented matching system Intellimatch works around the clock keeping registered potential renters informed of all new rentals that come on to the market, via SMS and Email, before they hit the print media.
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What about Toop's Charges? Like everything in life, you get what you pay for. In the service industry, and real estate is a classic service industry, there are endless ways to take shortcuts. Toop&Toop remain a boutique specialist business. Our focus is pure residential South Australian quality real estate. By not going into developing, commercial, industrial or land divisions we have ensured that our Brand attracts clients who appreciate quality. Our resources are focussed where it matters most to you. For example, we have world leading systems that enable us to out-perform all other agents yet still also remain fee competitive. We have developed a unique team system yet retained individual focus. Quality properties are advertised shoulder-to-shoulder with like properties – this drives tenant enquiry like no other approach. Our clients benefit by our Brand and Profile. Over the years we have continued to monitor other industry players’ products and fees and have always maintained competitive pricing yet we have been able to deliver vastly more value through our heavy investment in good people and excellent systems. A fair level of remuneration ensures you have our focus. I will assure you of my personal commitment, you will get excellent value from us.
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What Other Costs Do We Have? It is wise - very wise, to ensure your property presentation is as good as possible and takes into consideration potential tenant expectations likely to exist for your property. We can provide, upon request, an assessment from an external supplier – a specialist home stylist/presenter and we always encourage clients to take up that offer. The presentation costs are directly related to what you agree to do prior to releasing to the rental market.
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What about us? Once you have read MD you will have a little more background, but teams have resolved some serious issues. Holidays, sickness, maternity leave and staff turnover are all sound reasons for organising our operation by “units”, or “teams”. The team leader provides you primary contact and each team has five specialists. Each team comprises: Each team has short lines of communication and you can actually get to speak or receive emails in a timely fashion. Experts in their fields all working as a “unit”.
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Why Teams? Us. We are the people. While Toop&Toop provides the foundation, the resources and the market muscle, we, the people, actually perform the activities that ensure your commitment is protected and returns are optimised.
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Tenant Selection “Toop&Toop believes it is better to leave a property vacant than to enter into a Tenancy Agreement with a high risk tenant.” We will not compromise your investment and our hard-earned reputation of providing our clients with the best quality tenants available in the marketplace. Prospective tenants are always accompanied by the Leasing Manager on inspection to view properties. They are required to complete a detailed application form accompanied with an identification check. As part of our screening of tenants we check personal and employment references as well as requesting references from previous landlords or leasing agencies to establish sound knowledge of the applicant’s character and reliability. We will contact the property owner for final approval, after the applicant’s suitability as a prospective tenant has been fully checked. As the “Managing Director” of your property you will have the final say in the selection of the tenant. Prior to the tenant taking possession of the property we conduct a thorough inspection of the property. This is a written report detailing the cleanliness of the property, inventory, as well as any existing defects or significant imperfections. You will receive a copy of this report for your records. Photos are taken. Please refer to “Your Property Checklist” attached. In doing so there can be no confusion as to the state of the property at that particular time. This report becomes important at the expiration of the tenancy.
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Repairs and Maintenance “To achieve the maximum return from a residential investment, each property must be presented and maintained in the best possible manner with you as the “MD.” One of the major concerns for both real estate investors and estate agents is maintenance. We have developed a flexible system for maintenance to cover the requirement of owners who instruct us to attend to all maintenance matters on their behalf and also those who prefer to attend to these matters themselves. We recommend that our clients give us the authority to attend to elective repairs and maintenance up to an agreed amount without reference known as “Discretionary Expenditure Limit”. In the event that urgent attention is required outside of business hours eg: burst hot water service (or where contact is not immediate), necessary repairs must ultimately be at the discretion of the property inspector to ensure you are protected from potential legal action later. You will be advised the very next business day of the urgent maintenance attended to. Whilst we engage a range of qualified tradespeople to attend to all types of repairs/maintenance we are happy, if requested, to use specific tradespeople as designated by our landlords. All suppliers are “arms length” at Toop&Toop. All suppliers are reviewed annually and must re-tender for work. Prices are checked continuously and suppliers understand the severe consequences if they breach our trust with their charges and billings.
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Routine Inspections “It is essential that each property is inspected regularly to ensure the property is being well maintained.” Inspections on your property will be conducted by a Property Inspector three times per year from commencement of tenancy. i) the general condition of the property ii) the manner in which the tenants are maintaining the property iii) any repairs or maintenance required in the foreseeable future Copies of inspection reports are supplied to both tenant and landlord.
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Residential Tenancies Tribunal “The basic function of the Tribunal is to arbitrate on disputes between tenants and Landlords/Agents.” To obtain a result from the Tribunal in favour of the applicant it requires not only a thorough working knowledge of the Act but also extensive experience in the operation of the Tribunal. Our staff at Toop&Toop have had years of direct involvement with the Tribunal. Our Information Officer, who has extensive property management knowledge spaning over 20 years, represents you in regard to all Tribunal issues. Our service also extends to mediating between the tenant and the landlord should any disputes arise. As a third party with a great deal of negotiating experience we often achieve amicable results to the satisfaction of all parties, however at the end of the day, we act for you the landlord and must handover to the Residential Tenancies Tribunal where conflict emerges.
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