Recovered unbilled water and reset communication for a Carindale owner.
$1,180
Water usage recovered
<24 hrs
Owner response time
2
Further properties referred
Case proof.
- Suburb
- Carindale
- Landlord type
- Owner switching from a large agency
- Problem
- Owner communication was slow and compliant water usage had not been recovered for 8 months.
- Action
- Toohey PM reset the water billing cycle, set a maintenance approval threshold and introduced a 24-hour owner response standard.
- Result
- $1,180 in water usage was recovered and owner response time dropped to under 24 hours.
- Primary metric
- $1,180 recovered in water usage
The situation
This three-bedroom Carindale house was transferred from a large corporate agency. The owner reported slow communication, with email response times often taking 4 to 7 days.
Water usage had not been recouped from the tenant for 8 months despite the property being compliant, and there was no clear maintenance approval threshold in place.
What we did
We reset the water billing cycle by pulling meter reads at handover and checking the utility records, then recommenced charging water usage correctly.
We also agreed a written $300 maintenance approval threshold with the owner, set a 24-hour response SLA for owner emails, and introduced a fortnightly portfolio update.
The outcome
We recovered $1,180 in previously unbilled water usage across two billing cycles and reduced average owner response time from about 5 days to under 24 hours.
Result: the owner stayed informed, water usage was recovered, and they have since referred two further properties.
“The difference in communication alone was night and day. Knowing what's happening with my property each fortnight is worth the management fee on its own.”
Sarah Whitlock
