Selecting the right property manager is one of the most critical decisions an investor will make. Your property is likely your most valuable asset, and placing it in the hands of a capable, reliable managing agent can make all the difference in your investment journey. Yet, many investors rush the selection process or focus too heavily on fees alone, rather than considering the full spectrum of service, experience, and results.
In this guide, we'll walk you through exactly how to interview a managing agent, including the essential questions you should ask, red flags to watch for, and how to determine whether their service will help maximise your investment returns.
Why Interviewing a Property Manager Matters
Not all property managers are created equal. A great managing agent does more than collect rent and arrange repairs. They act as your trusted advisor, legal safety net, tenant matchmaker, and financial steward.
Poor management can result in:
Increased vacancy periods
- Legal non-compliance
- Unnecessary maintenance costs
- Communication breakdowns
- Lower rental yields
An interview is your opportunity to uncover whether the agency has the expertise, systems, and service standards to protect and grow your asset.
What to Consider When Interviewing a Managing Agent
Below are the most important areas to cover in your interview. These questions are designed to draw out meaningful answers that go beyond the sales pitch and show you how the agency really operates.
1. Experience and Portfolio Structure
Key Questions:
- How long has your agency been managing properties?
- How is your Property Management team structured?
- Will I have one point of contact, or multiple?
- How many years of experience does my Property Manager have?
- How many properties does each Property Manager look after?
Why it matters:
A high-performing team with long-standing experience and manageable portfolios is more likely to provide consistent, high-quality service. Ideally, your property manager should be part of a team that operates an end-to-end system, meaning one person handles your property from start to finish. This reduces communication breakdowns and ensures accountability.
Tip: If the agent can't immediately tell you how many properties they manage or how portfolios are set up, that's a red flag.
2. Communication and Availability
Key Questions:
- How often will I receive updates?
- How do you communicate with landlords – email, phone, or a portal?
- Do you notify me before actioning maintenance?
- What's your response time for emails or phone calls?
Why it matters:
Transparent, timely communication is essential. You should be kept informed about everything from rental payments and lease renewals to repair requests and inspection outcomes. If communication is unclear or inconsistent, it can lead to costly delays or missed opportunities.
3. Tenant Selection and Screening
Key Questions:
- How do you screen potential tenants?
- What tools or systems do you use for background checks?
- Do I get to choose the tenant, or do you decide?
- How do you match the right tenant to my property?
Why it matters:
Poor tenant selection can lead to rental arrears, property damage, and even tribunal proceedings. Look for agents who use premium application platforms and offer detailed vetting. The agent should also highlight the importance of first impressions during inspections, as this often gives key insight into a tenant's future behaviour.
4. Technology and Systems
Key Questions:
- What property management software do you use?
- Can I access information online?
- How is maintenance logged and tracked?
- Do tenants have a portal or chatbot to report issues?
Why it matters:
A technologically advanced agency can streamline communication, track maintenance requests efficiently, and provide real-time updates to both tenants and landlords. This improves service delivery and helps prevent issues from falling through the cracks.
5. Compliance and Legal Standards
Key Questions:
- How do you ensure properties are legally compliant?
- Do you manage water efficiency, smoke alarm checks, and pool certification?
- Can you walk me through what's included in your ingoing inspection reports?
- What's your process for routine inspections?
Why it matters:
Legal compliance is non-negotiable. Your managing agent must be across all NSW rental legislation and ensure nothing is missed – from smoke alarms to water charging compliance. Failure in this area can result in fines or tribunal disputes.
Watch out: If the agency hasn't sent the ingoing condition report to the tenant within the required timeframe, the report can be rendered null and void. That puts you, the landlord, at risk.
6. Rental Income and Arrears Management
Key Questions:
- What is your process for monitoring and collecting rent?
- How often do you check for arrears?
- What happens if a tenant falls behind?
- When do I receive rental payments?
Why it matters:
Consistent rental income is vital for most investors, especially as mortgage repayments rise. Your agent should be downloading and reviewing payments daily, proactively contacting tenants before holidays or payment issues arise, and using a mix of automation and personal contact to manage arrears.
7. Maintenance and Repairs
Key Questions:
- How is maintenance reported and approved?
- Do you use licensed trades only?
- Can I see photos or videos of the reported issue?
- How do you ensure maintenance doesn't get out of control?
Why it matters:
Maintenance can quickly spiral into a costly problem if not well managed. A strong agent will never authorise repairs without your approval, and they'll always present a solution rather than simply passing on the issue.
Note: Systems that allow 24/7 reporting with automated troubleshooting (like for power outages or blocked drains) can help avoid unnecessary callout fees.
8. Fees and Value for Money
Key Questions:
- What are your management fees and what do they include?
- Are there any additional charges?
- How do you justify your fees compared to cheaper competitors?
Why it matters:
While everyone wants to minimise costs, value is more important than price. Low-fee agencies may cut corners on tenant screening, compliance, or communication. Instead of asking how to pay less, ask how to get a better return on your investment through smarter management, shorter vacancy periods, and better tenants.
Tip: Fees should always be discussed in context with service. Sometimes, a few extra dollars a week in management fees can save you thousands in the long run.
9. Performance Metrics
Key Questions:
- What is your current average days on market?
- What's the estimated rental return for my property?
- What percentage of your properties are in arrears?
Why it matters:
An experienced agent should be able to give you clear, accurate data on their performance. In peak leasing periods, a good property should lease in under 10 days. If your agent doesn't know their own metrics, it may signal a lack of accountability or organisation.
Final Thoughts: Trust, Transparency and Long-Term Thinking
Interviewing a managing agent is not just a box-ticking exercise. It's about building a relationship with a team that understands your goals and works proactively to help you achieve them. From compliance and communication to tenant selection and rent collection, every touchpoint matters.
The best agents will encourage transparency, invite your questions, and show genuine enthusiasm for helping you grow your portfolio.
If You're Looking to Maximise Your Investment Returns
If you're searching for a trusted and experienced property management team to help maximise your investment, Century 21 Novocastrian can assist.
If you're seeking expert property management in Newcastle and Lake Macquarie, our dedicated team at Century 21 Newcastle is here to help you maximise your rental returns. For personalised, tailored advice from our investor consultants, click here to book an investment consultation via Calendly.
EMAIL | newcastle.com.au">hello@c21newcastle.com.au
PHONE | 02 4943 6333
ADDRESS | 155 Pacific Highway, Charlestown NSW 2290