Month: November 2024

“Our Commitment: Why Tenants Deserve Our Best”

Our Property Management Team Lead, Mitch Ellicock Shares his views on the importance of positive tenant and landlord relationships.

In property management, it’s easy to focus on our relationship with property owners, after all, they’re the ones who initially chose us. But when it comes down to it, tenants are a huge part of the equation—they’re the ones who pay the rent that keeps everything moving. That reality gives us a significant responsibility to ensure their experience isn’t just functional but fulfilling.

We’re not just managing properties; we’re creating homes and communities. This means delivering a level of service that respects tenants, educating them on everything from property care to their rights, and providing a standard of living that respects their health and well-being. It’s a responsibility that extends beyond financial transactions to genuine care for their quality of life.

A safe and healthy home is foundational to a tenant’s well-being. As property managers, we are in a unique position to influence this, from ensuring prompt repairs and healthy living conditions to fostering open, respectful communication. Every maintenance check, every follow-up on an issue, every response to a concern—these are all chances to show tenants that we see them and care about their comfort and security.

At times, it seems like some in the industry may overlook this essential role we play in tenants’ lives. But our responsibility isn’t just to meet the bare minimum; it’s to be proactive, thoughtful, and committed to the people who call these properties home. Our work contributes directly to their day-to-day satisfaction, their sense of security, and their trust in the rental market as a whole.

When tenants feel cared for, it fosters stability not only for them but also for owners, creating longer tenancies and a more positive overall experience. The ripple effect is clear: tenant satisfaction leads to owner satisfaction, which ultimately strengthens the industry as a whole.

In the end, while owners may choose us, it’s tenants who rely on us daily. Our responsibility is to be there for both, but especially to see our tenants as deserving of the respect, attention, and service that any homeowner would expect. Providing a high level of care isn’t just a duty—it’s a privilege that ultimately defines our success in this industry.

Our Property Management Team Lead, Mitch Ellicock – shares his outlook on the industry and how to drive it forward:

We are so lucky to be in the industry we are in. Meeting all walks of life on a daily basis, everyday is learning in a professional and personal sense.

Investment properties have always been one of Kiwis favorite ways to invest, people will always need housing – our skills will always been in demand, as we have seen recently with the economy with voluntary redundances & doom and gloom – not everyone is so lucky.

But while we are lucky, do people really feel lucky to have us?

We have all seen the cowboys out there that tarnish our reputations, from shoddy tenant care to not paying their owners on time – if the industry is to remain unregulated then who is responsible for driving it forward?

The answer is us, all the fantastic property managers out there who truly care about the industry – I am lucky to work with an amazing bunch at Impression Real Estate!

But luck has nothing to do with how the industry will progress, but rather, it’s the commitment to professionalism, integrity, and high standards that will define our future. As property managers, we’re in a unique position where our actions directly impact not just property owners but also the daily lives of tenants, shaping their experience of “home.”

Our role is more than simply collecting rent or addressing maintenance issues. We’re mediators, educators, and problem-solvers. By setting an example of excellence, we can show the community what quality property management truly looks like. We can build trust with tenants and owners alike, fostering a reputation that reflects positively on the industry as a whole.

Looking forward, our challenge is to continue raising the bar. Through ongoing training, transparent communication, and a commitment to best practices, we can influence the industry’s path. Together, we’re responsible for creating an environment where both tenants and owners feel that they are treated fairly and with respect, regardless of market conditions. It’s not about luck; it’s about dedication, hard work, and a shared vision for a better, more reputable industry.

“This Is Me: Leading with Integrity and Learning from Experience” Sharing his thoughts, our Property Management Team Lead Mitch Ellicock reflects on his journey and the principles that guide him: I lead my team with a straightforward mission: to provide genuine, reliable service that reflects the respect and responsibility we owe to both property owners and tenants. As the team leader at Impression Real Estate, I’m dedicated to us setting the standard—and my team being at the forefront of those in the field. Property management is about more than just handling assets; it’s about ensuring people feel secure, respected, and heard, whether they own the property or call it home. My approach to property management is rooted in experience. Years ago, I was on the other side of things—a young tenant renting from a well-known company in Wellington. The landlord, difficult and overbearing, often overshadowed the property manager, leaving us as tenants caught in the middle. The house was in disrepair, and many of our concerns went ignored. When we gave notice, we were asked to repaint the entire flat to secure our bond. With my background as a painter, we put in a full weekend’s work, only to be told our bond would still be withheld due to pre-existing issues, like rotten floorboards. We were young, naive, and felt we had no choice but to accept it—after all, this was an experienced landlord and a reputable property management company. They must know what they’re talking about, right? Looking back, I realize how much that situation influenced my approach to property management. Tenants need to feel informed, protected, and treated fairly. I know now how easily a tenant’s lack of knowledge or experience can be taken advantage of, and that’s something I’m committed to never allowing on my watch. Today, with four years in the industry and a NCEA Level 4 certificate in Property Management, I bring my knowledge and experience to support both our clients and our tenants. Most importantly, as a leader, I aim to be there for my team, mentoring them to be the kind of property managers who don’t overlook their duty to tenants & landlords, who make clear and fair decisions, and who act with integrity. It’s essential to me that my team understands that we’re not just here to serve property owners but also to ensure tenants have a positive, safe living experience – because in the end happy tenants and happy landlords go hand in hand – this is not a one or the other industry. At Impression Real Estate, I’ve found a company that aligns with my values, particularly our commitment to supporting the community. One of the highlights of my career was organizing a charity golf event that raised over $20,000 for I AM Hope and Gumboot Friday. I’m proud to be part of a team that values meaningful contributions to the community and constantly strives to make a difference. For me, property management isn’t just about transactions; it’s about building trust, staying proactive, and setting a positive example in the industry. I’m here to raise the standard, create lasting relationships, and make property management a field people can rely on, trust and respect. I’ll leave you with my favourite word, empathy – don’t use it sparingly.

Here’s how our Client Relationship Manager and all round superstar – Marcia, upholds the best values for Impression and looks to inspire the rest of our staff members to do the same:

“Best professional service for everyone”

This is a promise to the public and the standard for how we work together as a team. Regardless of whether we work directly with clients or support the work of the company in other ways, each of us makes an essential contribution to ensuring that Impression Real Estate delivers the best service for our clients;

“Everyone Matters”

Every single person matters, whether it be an owner, a potential tenant or staff member;

“With Compassion”

We see our work in property management as more than a job. We are driven by a desire to help our clients in every possible way we can to find the best possible tenant for our owners and for the tenants to find a nice place to live. This philosophy drives our caring approach and means we will strive to do everything we can;

“Connected to customers”

We need to be connected to our customers. We need to be connected within our organisation across disciplines and team. This is to ensure care is seamless and integrated to achieve the best possible rental outcomes for our owners and tenants. Our values help remind us of the importance of what our company does and why we want to be the best. These visions serve as an organisational compass, helping guide our decisions where there is no agreed obvious way but forward. These values serve to inspire us to always be the best that we can be – to strive to provide the best possible service to each and every person who walks through our doors. I am proud to be part of this property management team and how we continue to grow as a company and excel in everything that we do.