WHY DO LANDLORDS AND PMs KEEP GOING TO TRIBUNAL?

Stop the Madness: The Property Manager Systems That Prevent Disputes

Stop the Madness: The Property Manager Systems That Prevent Disputes

Ask any property manager about their biggest challenge, and they’ll likely mention disputes, yet an effective property manager rarely sees the inside of a tribunal.

In 2024, 29,309 Tenancy Tribunal cases were filed across New Zealand a staggering 56% increase since 2021.

What are successful property managers doing differently?

I saw a post on LinkedIn the other day. A trainer offering courses on how to get better results at the Tenancy Tribunal, and that’s great.

But here’s my question: why not train property managers to avoid Tribunal in the first place?

Yes, people have financial issues. Yes, sometimes tenants struggle to pay rent. Here’s the thing: if you have selected the right tenants, and you have good communication with them, it should be able to be resolved without going to a tribunal. Or at least only through mediation.

After all, aren’t tenants customers? If we treated them like customers, wouldn’t there be fewer disputes?

I think it was 2018 when I last visited the Tenancy Tribunal. So what are we doing differently?

✅ Two things. The EEL Formula and the Four Fundamentals of Property Management.

➡️ The Four Fundamentals? Diligent tenant selection, regular routine inspections, annual rent reviews, and maintaining high occupancy rates. Get these right from the start, and you’re already ahead.

➡️ The EEL Formula? Education, Expectations, Lead by Example.

See our YouTube channel for more on the Four Fundamentals and the EEL Formula.

Most Tribunal cases? Rent arrears, bond disputes, cleaning and damage. These things don’t start at move-out. They usually start at move-in.

Here’s what we hear from new tenants again and again: “The property wasn’t left clean and tidy when I moved in with the other company.” That’s where problems begin.

We start differently. The property is presented clean. Everything works. I’m showing them the standard I expect back.

The basics matter. Is tenant selection thorough? Are landlord references checked? Is the property presented in a clean condition for new tenants? Are inspections happening regularly?

It’s the mundane, repetitive tasks that get results. Systems. Done the same way every time.

Small things done right from the start mean big problems avoided at the end.

✅ The result? No Tribunal since 2018. Give or take.

That’s not luck. That’s the Four Fundamentals and the EEL Formula.

Making life easier for landlords is what we do.

Property Management: Leading First, Not Just Managing

Balanced property management

Leading Creates Win-Win Property Management.

Property management doesn’t have to be adversarial.

At All Ways Property Management, we lead people rather than just manage compliance.

By treating tenants as customers and helping them succeed, we create long-term tenancies, well-maintained properties, and happy landlords.

Discover the difference between managing and leading.

TRANSCRIPT

Property managers manage. That’s their job, right? We’re different. We lead people. Big difference.

It’s easy to tell tenants what they must do. You must keep the place reasonably clean and tidy. You must comply. That’s management.

Here’s the thing. At All Ways Property Management, tenants are customers too.

Some property managers see tenants as the problem to control. We see them as people to serve.

Most tenants want a good home. We want them to be happy. Happy tenants stay longer, look after the place, and report issues early. Everybody wins.

We treat them this way from day one.

Rather than forcing compliance, we help them succeed. When they succeed, you succeed.

Does that mean we let things slide? No. Standards matter. The property needs to be maintained. That’s their responsibility. But our job is to make it easy for them to meet those standards.

We explain what’s expected. We show them how. We provide support when needed. That’s service.

Inspections work the same way. I walk in, asking: Is everything okay? Any maintenance issues? Anything need fixing? I’m just checking in. Small issue spotted? Let’s sort it now before it becomes a bigger problem.

If a tenant needs help understanding something? We explain it. They need a product to clean something properly? Sometimes we provide it. That’s not giving them an out. That’s setting them up for success.

Because when you serve people well, they respond. They respect the property. They communicate better. They stay longer.

We demonstrate the professionalism we expect back. We show up on time. We’re respectful. We’re clear in our communication. How can you expect more from a tenant without showing them first?

That’s the difference between managing and leading.

The result? Long-term tenancies. Well-maintained properties. Landlords and tenants are both happy. That’s balanced property management.

Hope that helps. We’ll catch you next time.

If you have a rental property in our area and need help? Let’s chat.

Making life easier for landlords is what we do.

Tenants Moving Out: Clean Exits, No Bond Disputes

tenants moving out. When tenant gives notice. Some landlords/PM may stress about the move-out condition. Will there be arguments? Bond disputes? Cleaning battles?

When Tenants Vacate: Clean Exits, No Stress

Tenants moving out doesn’t have to mean stress, bond disputes, or cleaning battles. Most landlords and property managers worry about move-out conditions, but there’s a better approach.

The secret? Move-out success is actually determined at move-in. When you set clear standards from day one through proper tenant induction and routine inspections, tenants moving out becomes a smooth, professional process and much less stressful ordeal.

In this video, I’ll show you how our EEL Formula (Education, Expectation, Lead by Example) creates clean exits with no surprises, no arguments, and no bond disputes. It’s about setting tenants up for success from the start, so everyone wins when it’s time to part ways.

Watch the video below to see how it works: 🔭

TRANSCRIPT

When tenants give notice. Some landlords/PM may stress about the move-out condition. Will there be arguments? Bond disputes? Cleaning battles?

There is a better way.

We’ve talked about the EEL Formula before: Education, Expectation, and Lead by Example. If you haven’t watched those videos, the links are in the description. Tenant induction & Routine inspections, that’s the groundwork.

You showed professionalism throughout the tenancy. Now it all pays off.

The Vacating Checklist was signed by tenants at sign-up. Agreed what was fair and reasonable. They’ve known the standards from the start.

When a tenant gives notice, I send the vacate letter and attach the Vacating Checklist to reaffirm what was agreed at sign-up

No surprises. Nothing new, just being consistent.

You can offer a pre-vacate inspection a week or so before move-out. Point out anything needing attention. Gives tenants time to prepare. But with the EEL Formula. I haven’t needed to do this in years.

They know the standards; most vacate to this. Setting things up from day one makes a world of difference.

I also bring a cleaning kit to final inspections. We’re all human. Things get missed. I’ll point out what needs attention. Sometimes, tenants fix it right then & there. Sometimes I just handle it.

The result? Clean move-outs. No bond disputes. Professional relationship maintained. Your property is protected.

Some landlords may only mention cleaning standards at move-out. Springing new expectations on tenants. That’s a mistake.

Move-out success is set up at move-in. Your investment in induction and inspections pays off here.

Hope that helps, we’ll catch you next time.

If you have a rental property in our area and need help? Let’s chat.

Making life easier for landlords is what we do.

Tenant Induction: Setting Up Tenancies for Success

How Proper Tenant Induction Sets You Up for Success

How Proper Tenant Induction Sets You Up for Success. 

Tenant induction is the most important step landlords often skip.

A thorough tenant induction process educates tenants, sets clear expectations, and prevents problems before they start. Done properly, tenant induction saves you time, reduces stress, and sets everyone up for success.

💼 Setting up tenancies for success starts with proper tenant induction, as discussed in this video.

 

TRANSCRIPT

Good tenant found. Lease signed. Job done, right? Not even close

Some landlords just email the lease, get it signed, and hand over keys. Later, problems often start appearing.

Tenant induction is the first step in the EEL Formula: Education, Expectation, and Lead by Example. This is my approach to building strong tenant relationships. If you haven’t seen my video about it, there’s a link in the description.

Skip this step, and you’re setting everyone up to fail.

Here’s how we do it at All Ways Property Management.

Start educating tenants early. Even during viewings, show them how things work and where things are, or at some other point. This helps prevent problems later.

When signing a lease, we suggest meeting face-to-face either in person or over Zoom. Have a real conversation and go over tenancy documents before emailing.

Set expectations upfront. We give tenants our Vacating Checklist when they sign up, not at move-out. From day one, they know what’s expected, so there are no surprises. How Proper Tenant Induction Sets You Up for Success

We go over the ingoing condition report, explain what fair wear and tear is, and stress the importance of noting any defects, damage, or things that aren’t working. Tenants fill it out and return it.

Why do we do this? You can’t expect tenants to meet standards you haven’t explained.

This is how Education and Expectation work together.

To lead by example, we show up on time, are thorough, and answer any questions. We show the professionalism we want to see from our tenants.

The result is that tenants know what’s required and feel supported, not confused. When it’s time to move out, there’s no argument about cleaning standards because everyone agreed from the start.

A proper induction takes about an hour but can save you months of headaches later.

In the next video, I’ll show you what happens during the tenancy and how we keep using the EEL Formula.

Hope that helps, we’ll catch you next time.

If you have a rental property in our area and need help? Let’s chat.

Making life easier for landlords is what we do.

Why Good Tenants Stay With You Longer! There’s a Formula

The EEL Formula: Building Strong Tenant Relationships

The EEL Formula: Building Strong Tenant Relationships

Are you losing good tenants even though you maintain your properties well and keep rent fair? Understanding why good tenants leave often comes down to how you treat them.

Tenants are customers who need clear communication, respect, and professional management throughout their tenancy.

The EEL Formula addresses why good tenants leave through three simple pillars: Education, Expectation, and Lead by Example—creating tenant relationships that last.

Here is also a short video on building a strong professional tenant relationship.

 

At All Ways Property Management, we use something called the EEL Formula. I created this over the years of managing properties. It’s how we build strong tenant relationships.

Finding good tenants matters. Put the wrong tenant in. It falls over. Diligent tenant selection is one of our four fundamentals in property management for good reason.

But finding good tenants is only half the equation. Creating and maintaining that relationship—that’s the other half.

Even good tenants perform better within the right environment.

That’s where the EEL Formula comes in.

Three pillars: Education. Expectation & Lead by Example.

Education: Teaching your tenants what they need to know. How things work. Why things matter, what to do when issues arise, makes a world of difference.

Expectation: Setting clear guidelines upfront. Rent due dates. Inspection standards. Maintenance processes. When tenants know what’s expected, they feel secure. Confusion creates conflict.

Lead by Example: Show what’s expected. Want professionalism? Be professional. Want prompt communication? Communicate promptly. Want the property returned clean? Hand it over clean.

To recap: at move-in, educate on how everything works. Set clear expectations. Present the property professionally. During tenancy: Keep educating. Reinforce expectations through inspections. Maintain prompt communication.

When tenants vacate, do a fair bond assessment based on standards you set from day one.

Education. Expectation. Lead by Example, at every phase.

The result? Longer tenancies. Fewer problems. Better returns.

 Not because you got lucky with tenants, but because you built a strong relationship.

I’ve also written another detailed blog 

If you have a rental property in our area and need help? Let’s chat. 📞

Making life easier for landlords is what we do.

Landlords You Want It Clean—But Did You Give It Clean?

Navigating rental property cleaning standards

Navigating rental property cleaning standards is a key challenge for landlords

And mistakes can be costly at the Tenancy Tribunal.

Many landlords lose bond disputes because they misunderstand rental property cleaning standards, especially the difference between landlord and tenant responsibilities. To address this issue, this article clarifies what ‘reasonably clean and tidy’ means, explains how the standard you set at move-in affects what you can expect at the end of the tenancy, and shows how leading by example protects your investment.

Drawing on my 22 years of experience as a property investor and as a property manager since 2009, I frequently encounter the same complaint from tenants about their previous rentals:

Here is also a short video on the subject.

“The last place wasn’t clean when we moved in.”

Those same landlords? They fought over bond deductions for cleaning at the end.

This double standard costs you money at the Tenancy Tribunal.

It’s a failure of the EEL Formula: 

Education (continually educating tenants when necessary), Expectation (clearly state your standards), and Lead by Example (demonstrate the standard yourself). Today—Lead by Example—where most landlords fail.

Here’s What Happens:

A landlord hands over a rental with dusty skirting boards, wall marks, grime in the bathroom, and dirty appliances.

The tenant thinks: “I guess this is the standard.”

End of tenancy? That landlord wants it spotless. Wants bond deductions.

Big mistake.

The Legal Reality:

Section 40 of the RTA: Tenants must leave properties reasonably clean and tidy.

But “reasonably clean and tidy” is grey. It’s subjective.

The standard can depend on the condition at the start.

Hand over a property that’s just “okay”? You’ll generally get back “okay.”

Hand over a property that’s been professionally deep cleaned? That sets the benchmark.

Every few years, landlords need that professional deep clean. It’s your business expense—like maintenance and repairs.

The problem? Landlords are trying to make tenants pay for what’s actually the landlord’s responsibility.

That’s when you lose at tribunal.

Two Types of Cleaning:

Tenant responsibility: Reasonably clean and tidy. Remove rubbish, clean visible dirt, wipe surfaces.

Landlord business expense: Professional deep cleaning. Carpets, behind appliances, presentation-level for the next tenant.

Professional deep cleaning is YOUR cost.

Here’s the Magic:

When landlords present rentals to a very high standard—professionally cleaned, immaculate—something happens. Many landlords lose bond disputes because they misunderstand rental property cleaning standards,

Most tenants go the extra mile to return it the same way.

They see the standard. Feel the respect. Match it.

That’s Lead by Example in action.

Bottom Line:

Want your property returned clean? Hand it over clean.

Smart business. Avoids tribunal disputes. Builds respect.

Making life easy for landlords, what we do

 Learn more about the EEL Formula here →

 

Rental Property Annual Maintenance: Keep Your Investment in Top Shape

Rental Property Annual Maintenance

Rental property annual maintenance is the key

To keep your property in great condition and save money in the long run.

Planned maintenance is always cheaper than emergency repairs, helping you avoid middle-of-the-night emergencies and unexpected costs.

By prioritising your rental property annual maintenance, you can protect your investment and keep your tenants safe and happy.

Here is also a short video on the subject.

Rental property maintenance checklist

 

1️⃣ Heat Pumps  

Right, let’s start with heat pumps – and this is where I see landlords make the biggest mistake. They wait until winter hits, and suddenly everyone’s calling HVAC contractors at the same time.

Here’s what you need to do: Book that professional service before the cold weather hits. I’m talking early autumn, not when the first frost arrives. You’ll get better availability and often better pricing, too.

Don’t forget to clean those outside unit filters annually. It’s one of those simple jobs that makes a massive difference to

2️⃣ Ventilation Systems

Now, if you’ve got HRV or DVS systems – and most modern rentals do – you can’t just set and forget them.

Check your manufacturer’s recommendations, but generally, you’re looking at filter changes yearly or every couple of years. Some systems are hungry for new filters; others are more forgiving.

The key is knowing what you’ve got and staying on top of it.

3️⃣ Chimney and Fireplace Safety

A common safety concern is chimneys and fireplaces that haven’t been properly maintained.

If your property has a fireplace, a professional chimney sweep and inspection isn’t optional. We’re talking about preventing house fires and dangerous fume issues. Test that damper too, you’d be surprised how many don’t work properly.

Check out this blog for more on fire safety

In addition to your fireplace and chimney, remember to get any gas appliances, such as gas fires or hot water cylinders, checked by a qualified professional at least every two years to ensure they are running safely and not letting off carbon monoxide.

Your tenants’ safety and your insurance policy may depend on getting this right.

For gas fires, click here

4️⃣ Gutter Cleaning

Gutters – the unsung heroes of your property, until they’re not working, then they become expensive villains.

So, depending on how many trees you have, this might be an annual event, six-monthly, or every two years.  Those downpipes flowing to stormwater need to be clear, too.

Blocked gutters lead to water damage, and water damage leads to insurance claims and unhappy conversations.

5️⃣ Tree Trimming

This one’s really property-dependent. Some of you might need to do this every six months if you’ve got big established trees; others might get away with every couple of years.

Remove branches that could come down on the roof during storms – and we get some decent storms here in the Manawatu. Keep vegetation away from the building for better air circulation.

Here’s a bonus tip: Good tree trimming really helps prevent those gutters from blocking up with leaves in the first place. It’s all connected.

6️⃣ Water Filter Replacement

Annual water filter replacement – put it in your calendar as a recurring reminder.

Clean water protects your plumbing system and keeps tenants happy. It’s one of those small jobs that prevent bigger problems down the track.

7️⃣ Exterior Washing

Last but definitely not least – exterior washing yearly or every second year.

This isn’t just about curb appeal, though a sparkly clean property does look fantastic. This protects your paintwork and makes it last longer. Paint jobs aren’t cheap, so protecting what you’ve got makes good financial sense.

Professional pressure washing removes all that build-up that can damage your exterior over time.

8️⃣ Recap: Investing In Your Rental

Look, I know maintenance feels like just another cost, but here’s the thing.

Planned maintenance is always cheaper than emergency repairs.

The landlords who get this right are the ones building wealth through property. The ones who don’t… well, they’re the ones calling us stressed out about unexpected repair bills.

Stay ahead of the game, and your properties will reward you for it.

Have a rental property in our area, and need help? Let’s chat. 📞

Making life easier for landlords is what we do.

Chimney Maintenance for Landlords: Don’t Risk Log Fire Safety

Landlord chimney maintenance

Landlord chimney maintenance is a critical part of owning a rental property.

In this video, we’ll show you why landlord chimney maintenance is so important, the best times to get it done, and how it helps protect both your tenants and your property.

A neglected chimney can pose a serious fire risk, as well as incur costly insurance and liability issues.

TRANSCRIPT

Landlord’s — Don’t Risk Log Fire Safety

Safety isn’t something to take lightly, but sadly, some people do.

If your rental has a log fire, the chimney is the landlord’s responsibility, not the tenant’s.

When chimneys aren’t cleaned, creosote builds up a flammable residue that can ignite, causing a fire to spread quickly through the chimney and into your home.

Smart landlords have their chimneys swept and inspected in late summer or early autumn, before the fire season starts, or at the end of winter, ready for next year.

A professional chimney sweep will inspect your flue, check for blockages, and ensure everything is safe for your tenants. Regular maintenance prevents tragedy and protects you from liability. Also, many insurance policies do not cover fire damage resulting from a neglected chimney.

You must have working smoke alarms in your rental property. These alarms protect your tenants in the event of an emergency. Test them regularly and ensure they meet safety standards and have not expired.

Don’t leave safety to chance. Their lives depend on it. Sadly, one preventable incident can lead to tragedy, legal trouble, and financial ruin.

According to Fire and Emergency New Zealand, firefighters are called out to approximately 600 chimney fires each year.

I hope that helps. We’ll catch you next time.

Do you have a rental property in our area and need help? Let’s chat.

Making life easier for landlords is what we do..

Gas Safety For Landlords: Don’t Be Penny Wise, Life Foolish

Gas safety for landlords

Gas safety for landlords isn’t just a legal requirement—it’s about protecting lives.

In this video, we explain why gas safety for landlords should never be overlooked and how regular checks can prevent serious risks.

If you own a rental, understanding gas safety for landlords is essential.

TRANSCRIPT

Gas Safety For Landlords: Don’t Be Penny Wise, Life Foolish

Yes, I said LIFE foolish, not pound foolish – because lives
can be at stake.

When it comes to gas safety, it’s about more than just
saving money—it’s about saving lives. Whether you are a homeowner, landlord or
tenant, ensuring your gas heater is safe is crucial.

Neglected gas appliances can develop dangerous leaks,
leading to fire hazards or fatal carbon monoxide poisoning. These invisible
threats can strike without warning, jeopardising lives and causing devastating
outcomes.

A qualified gasfitter will check for leaks using specialised
equipment, inspect your flue, check for blockages or damage, and keep families
safe from these hidden dangers.

Regular servicing not only ensures safety but also keeps
your heater running efficiently, saving money on gas bills. For landlords, it’s
crucial for duty of care and liability protection. Maintenance costs are minor
compared to the potential consequences of neglect.

Don’t gamble with safety—whether it’s for your family or
your tenants. Just one incident can lead to tragedy, legal trouble, and
financial ruin.

Ensure everyone’s safe, protect yourself from liability, and
prevent the unthinkable. No one should lose their life due to a preventable gas
accident.

Hope that helps, we’ll catch you next time.

Do you have a rental property in our area and need help?
Let’s chat.

Making life easier for landlords is what we do.

Legal Duties: Landlord & Property Manager

✅ Under the Gas (Safety and Measurement) Regulations 2010, as amended (Regulation 75A):

Landlords (and their agents/property managers) must ensure any gas appliance or installation is safe before and during a tenancy. They must also provide tenants with adequate instructions for safe use.

Letting a property with unsafe gas fittings is an offence carrying a Level 2 penalty (e.g. a fine for individuals up to NZ$10,000, and up to NZ$50,000 for a company) under the Residential Tenancies Act 1986:

✅ Under the Residential Tenancies Act 1986:

Landlords must keep the property and included appliances in a reasonable state of repair, which includes making sure gas appliances remain safe, healthy, and fit for purpose

Issues such as gas leaks are treated as urgent repairs—the landlord or agent must act immediately when alerted

Tenancy Services

Both landlords and property managers are PCBUs. They are legally required, “so far as is reasonably practicable”, to ensure health and safety—this includes gas system safety.

Work Safe

✅ Regular Inspections & Maintenance

While NZ law doesn’t mandate a fixed schedule (e.g. every two years), industry best practice and reputable sources recommend regular servicing (often annually) by a licensed gasfitter and maintaining certification such as NZS 5255/5256 safety verification checks.

Tenancy Management: Three Phases to Get Right

Tenancy management is more than just collecting rent

It’s about having a clear, consistent process that guides every step of the landlord-tenant relationship. In this blog, and the video below, we’ll break down tenancy management into three simple yet essential phases: the opening, the middle game, and the endgame.

Whether you’re a hands-on landlord or work with a property manager, understanding these phases will help you minimise risk, enhance communication, and safeguard your investment.

From choosing the right tenant to maintaining strong relationships and handling exits professionally — this is tenancy management made simple.

Check out the video below for short, sharp tips that make tenancy management easier.

TRANSCRIPT

Every chess game has three phases: the opening, the middle game, and the endgame.
Managing rentals works the same way — and if you get any phase wrong, you’re likely to lose.

OPENING

Tenant selection is where some landlords and property managers lose before they’ve begun.

They rush the process, skip reference checks, or choose the first person who can pay the upfront costs.

In chess, a bad opening generally means you’re on the back foot the whole game. In property management, a bad tenant can mean stress and expense for the rest of the tenancy.

The smart opening involves thorough screening and background checking, clear expectations, and a detailed in-going inspection with a ton of photos. This sets the tone from day one.

MIDDLE GAME

This is the day-to-day of tenancy management: regular inspections, proactive maintenance, clear communication, and firm boundaries.

Many landlords either become too friendly or too distant. Think of it like chess — control the board without overextending yourself. Stay professional and responsive.

Fix real issues fast, but don’t let small requests turn into constant demands. Balance is key.

ENDGAME

Whether tenants leave happy or you face challenges, this phase is crucial. A smart exit strategy includes a thorough inspection, fair bond handling, and maintaining professional relationships, even with difficult tenants.

Clean exits minimise the risk of disputes, legal complications, or bad reviews.

In chess, these three phases are critical: a poor opening leads to a defensive game, neglecting the middle game compounds issues, and a botched endgame can harm your success.

Rental management, much like chess, requires strategic planning with real stakes involved.

Hope that helps. We’ll catch you next time.

Do you have a rental property in our area and need help? Let’s chat.  

Making life easier for landlords is what we do.