Key Questions to Ask a Portfolio Manager
Finding the right property management agency is one of the most important decisions you'll make as a landlord. The wrong choice can be stressful and costly. Below are the key questions every landlord should ask—along with what you can expect from us at Century 21 Sutherland Shire.
Choosing the right property manager is about more than fees—it's about peace of mind, maximising returns, and protecting your investment.
How many properties will my property manager oversee?
A manager with too many properties won't have time to give your investment the attention it deserves. Overloaded portfolios often mean poor communication, delays, and longer vacancies.
Our approach: We cap portfolios at around 200 properties to ensure service excellence and personal attention.
What are your fees and total annual costs?
Low fees often hide add-on charges for lease renewals, inspections, or bill payments. Cheap upfront can mean costly service later.
Our approach: We are fully transparent with our fees—no surprises. Ask us for a full breakdown anytime.
How often do you schedule open homes?
Open homes attract the widest pool of tenants. Relying only on Saturdays limits exposure.
Our approach: We hold two open homes weekly (Saturday + mid-week) and arrange private inspections as needed.
Do you offer private inspections?
Busy professionals can't always attend open homes.
Our approach: We provide flexible private inspections Monday–Saturday to maximise tenant opportunities.
Who will manage my property?
Some agencies "handball" you around after signing up.
Our approach: You'll start with one of our New Business Managers. Once leased, your property is managed by a dedicated Portfolio Manager, backed by our leasing and accounts team.
What experience does your property management team have?
High staff turnover is common in real estate—and disruptive for landlords.
Our approach: Our team members each have 10+ years of real estate and customer service experience, providing stability and expertise.
How often are routine inspections carried out?
NSW legislation allows up to four per year, but standards vary.
Our approach: We conduct the first inspection within 3 months, then every 6 months. You'll receive detailed written reports with 360° photos of each room and close-ups of any repairs. You're also welcome to attend.
What do online reviews say?
Look for patterns—especially complaints about poor communication.
Our approach: Don't just take our word for it. [See what our clients say here ➝ LINK]
What is your tenant arrears rate?
A rate over 5% is concerning.
Our approach: We operate with 0% tolerance. Rent arrears are tracked daily and followed up from Day 1.
How do you screen tenants?
Proper screening reduces risk.
Our approach: We check rental history, employment, references, and tenancy databases. All applications are presented to you for final approval.
Do you outsource inspections or tasks?
Some agencies outsource to save costs—reducing accountability.
Our approach: We never outsource. All inspections and tasks are handled in-house by Century 21.
Will I get a direct contact number?
Some agencies only provide a main office line, meaning calls are filtered through reception before reaching your manager. This can cause delays and frustration.
Our approach: You'll have the direct mobile number of your Portfolio Manager, so you can always reach the person who knows your property best.
Do you provide an online portal?
Some agencies do not provide portal access for landlords, limiting visibility on your property's financials, reports and documentation.
Our approach: All landlords receive 24/7 online portal access with financial statements, inspection reports, and key documents. Prefer traditional mail or email? We can accommodate that too.
Can you handle my bills?
Some agencies charge extra to manage and pay council rates, water rates, strata levies and landlords insurance.
Our approach: We pay all landlord bills at no additional cost, making tax time simple.
Do you charge a maintenance fee?
Some agencies add 5–10% on repairs.
Our approach: We never charge maintenance fees.
Do you have a dedicated property management department?
At some agencies, sales comes first and property management is an afterthought.
Our approach: Property management is a core focus at Century 21 Sutherland Shire. We have two dedicated teams—sales and property management—ensuring your investment is our priority.