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Welcome to our Tenant Update.  It's our obligation as a premium property company to provide you with the best service possible.  This includes keeping you up to date with changes in the market, new legislation and any changes to our processes and procedures that could effect you.

There'll also be tips, links and other building specific notices for those who make their home in an apartment.  It's our intention to only send the newsletter out quarterly, but on the rare occasion that there is an urgent matter that you need to be aware of we will send a group notice.

In this Newsletter

  • Labour Weekend
  • Charta Tenants Handbook
  • fixme@charta.co.nz
  • Properties for rent.
  • Apartment News:
    • Eden Crescent - New Letterboxes
    • Mondrian - maintenance progress
    • Forté - Common Room
  • Properties for sale
  • Compliments & Complaints
 
Labour Weekend
The office will be closed on the Monday 28 October but for urgent matters
regarding your property we will have a staff member available.  Please text the number below and the staff member rostered on will be in contact with you a.s.a.p.

URGENT CONTACT
Text:  021 608 444

For emergencies call 111 for Fire, Police or Ambulance
From the beginning of 2019 we have been providing new tenants with a copy of the Charta Tenants Handbook.  This is included when you sign your tenancy agreement.  It's a great reference for most questions you have about the tenancy process, who to contact, inspection info etc.  If you have been with us for longer than that and would like a copy of it, please don't hesitate to download it by clicking on the button below.  It's also available via link on our website.
Charta Tenants Handbook
fixme@charta.co.nz

Many of us at Charta are tenants too and we know what it's like when something breaks down or needs fixing and how frustrating it can be trying to get it sorted out. 

At the moment, there is a serious lack of quality general maintenance contractors; builders, appliance technicians, plumbers and electricians.  So we're doing our best to get work orders through as quickly as possible and have a direct maintenance email address for you
fixme@charta.co.nz

This email address is monitored regularly by specific staff members who deal with the tradies and contractors. 

When you email, please include your property address, your name and the best contact method for us and the contractor, and of course the problem you have.  If you haven't heard back from someone within 24 hours, don't hesitate to call the office (during business hours) on 09 303 4926 and we'll follow it up for you.

Sometimes we have to consult with the owners of the properties we manage for major maintenance issues, give them quotes and timelines etc. but for smaller jobs we can often get it organised quite quickly.  So the quicker you get on to us, we can get on to it ourselves.
Are you thinking of moving?  check out the current rentals available through Charta
APARTMENT NEWS

The Mondrian - 15 Minnie Street
As a tenant at the Mondrian, you should already be aware that the roof maintenance has finally been completed and the scaffolding has come down.  There are now a few maintenance bits and pieces that will finally be sorted out.  If you note anything that you think should be fixed, tidied up or inspected please let us know.

The Crescent - 36 Eden Cresent
The letterboxes were moved to a more secure location.  We still have quite a few new keys for the boxes here at Charta.  If you haven't already, please come and pick up your key.  Don't forget to bring some photo ID with you.   Our office is about 200 m from The Crescent at 41 Shortland Street on level 8 (AIG Building).

Not long after the letter boxes were installed, someone decided to vandalise them - we suspect they were looking for money or something because we fixed them and they got vandalised again.  The Body Corporate are looking at installing CCTV for added security.  


Forté - 37 Symonds Street
Unfortunately, due to a leak a wee while ago, the common and film room at Forté, were temporarily closed, they should be ready for use again around the 28th October. If you would like to book the common area please contact Alex@charta.co.nz to check availability. 
 

Compliments & Complaints


COMPLIMENTS
If you've had a good, great or amazing experience with us, we'd love to hear from you and encourage you to rate us on our Facebook  page or on google.  Sending us an email outlining your experience is always gratefully received and if you name the staff member/s it also encourages them and the rest of us to do the same.  
- - - - - - - - - -
During the normal course of a day we are dealing with all sorts of queries, dramas, dilemmas and enquiries from everyone including owners of the properties (our clients), tenants (our customers), as well as contractors, body corporates, tenancy tribunal, council, etc. etc.  We do our best to give great service to everyone, but as you know sometimes - not very often - we drop the ball.   You may not be aware that Property Managers and Rental Consultants spend approximately 3/4 of their time out on the road (driving between properties), attending viewings, inspections, installing new tenants and vacating old ones and it can be very difficult for them to answer calls and/or emails and texts. 

COMPLAINTS
FIRST - Your Property Manager
If you have an issue your first stop is to contact your Property Manager.  Usually the person who helped when you signed your Tenancy Agreement.  If you can't remember who that was pop over to our website www.charta.co.nz and you may recognise one of the staff there.  You can email them directly from the website or call us at the office to leave a message or speak to them.

SECOND - The Manager of CML
When you aren't getting any joy trying to contact your Property Manager then it's time to get in touch with the Manager of Charta Management Ltd.  You can call the office on 09 303 4926 or email Roseanne@charta.co.nz directly.

THIRD - The Operations Manager
If the problem is still taking a long time to resolve, you can get in touch with the Donna, the Operations Manager. Click this email admin@charta.co.nz or call the main landline number 09 303 4926.  The Operations Manager works with all staff across the group and is based in the office.  Because she is not out on the road and has everyone's contact info, Donna is often able get to the bottom of the issue and can usually resolve it quite quickly.

LAST RESORT - Tenancy Tribunal
Hopefully you'll won't have to get to this point, but if there is no resolving the issue by the above means, then your right as a tenant is to take your complaint to the Tenancy Tribunal through Tenancy Services. 
The Tribunal will hear both sides of the argument and can issue an order that is legally binding.  Because no-one wants their time wasted and sitting with an adjudicator can be quite a process, they usually offer a mediation service to try and sort out situations in an amicable manner.  Here's a link to the application process.
https://www.tenancy.govt.nz/disputes/tribunal/making-an-application/
Or if you have had enough of renting and are looking to purchase your first home we do real estate as well.  Have a look at what's on offer, here or get in touch with Howard, he's the highest rated agent in the central Auckland area!  Let him know what you're looking for and see what he can do for you.
Copyright © 2018 Charta Property Group, All rights reserved.
Licensed under the REAA 2008

Our mailing address is:
admin@charta.co.nz

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