The winning formula behind this property manager’s success

Trust is a precious commodity in property management, but at Harcourts Solutions, they say it’s the foundation of what they do.    

Whether it’s landlords handing over the keys to their investment properties or tenants relying on timely support, the team strives to make people feel that they’re in safe hands.

That trust is backed by results. The Brisbane-based team has achieved a net promoter score – which is a measure of customer loyalty – well above the industry average. 

“What really stood out to us was how surprised our team was at how much our clients valued them,” Harcourts Solutions property management director Jodie Stainton told realestate.com.au.    

“They rated themselves much harsher than the feedback we received and that realisation – that they are genuinely trusted and appreciated – was powerful.”    

Now, their efforts have earned national recognition, with Harcourts Solutions named Property Management Team of the Year at the 2024 REA Excellence Awards.    

Ms Stainton said their approach was built on care, accountability, and a commitment to putting people first.   

Each member of the 29-strong team takes full ownership of their portfolio and manages it with transparency.  

And the results speak for themselves, with longer-than-average staff retention rates and low vacancy rates across their more than 2,200 properties.  

“We treat our team like the leaders they are,” Ms Stainton said.    

“They have autonomy, they understand every metric that affects their role from income to efficiency to satisfaction scores. It gives them confidence and real accountability.”   

Virtual tours have become a standard part of the Harcourts Solutions toolkit, with more than 800 listings featuring high-quality digital walk-throughs.  

These tours not only improve the quality of tenant applications but also enable pre-approval before physical inspections, giving the team a competitive edge in a fast-moving rental market.    

But beyond the operational metrics and digital innovations, Harcourts Solutions has also been leading with heart. 

Last year, the team launched an initiative that encouraged landlords to donate a day’s worth rent to charity, dubbing it ‘Christmas Day’s rent’.  

Harcourts matched the amount of the management fees, raising about $6,500 for Orange Sky Laundry. 

Orange Sky is a national charity supporting people experiencing homelessness and hardship through access to free laundry, warm showers and genuine conversation.  

“It was something I’d always wanted to do, and the team got behind it wholeheartedly,” Ms Stainton said. 

“We’re now writing this in our management agreements, so we’re expecting to raise over $20,000 this year.”  

For the team, the initiative was also personal. Given Australia’s housing crisis, property managers found themselves saying no to vulnerable people in desperate need of shelter.

Giving back to those at risk and experiencing homelessness was a way to channel that emotional toll into something hopeful and constructive.   

“It was a really hard time for our team, constantly turning people away,” she said.  

“Supporting Orange Sky felt like a way to give something back and to do something meaningful.”   

Looking ahead, the team is ready to grow, with plans to scale to 5,000 properties under management and continue developing industry-leading training systems to help its people.

“We’re not afraid of change, we embrace it,” Ms Stainton said. 

“Our team has an agile mindset and they’re willing to test, to fail, and to learn fast, so that’s a big part of what sets us apart. People first is not just a value for us, it’s how we run our business.”

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