Tenant Service Charter

This Charter outlines mutual obligations that contribute to a successful tenancy and positive housing experience with Key2 Realty. We are dedicated to delivering exceptional service and working together with you throughout your tenancy.

Our Commitment

The Key2 Realty Team will:

Follow our Code of Ethical Conduct.
Offer prompt, respectful and efficient customer service.
Abide by NSW legislative requirements.
Respect your privacy and manage your information responsibly.
Provide accurate information that is easy to understand.
Take time to listen and understand your needs.
Communicate effectively and efficiently.
Correct any mistakes openly, honestly and quickly.
Act with honesty and integrity and apply our policies consistently.
Continuously improve our service to you.

Our Expectations

To ensure a positive housing experience, we expect that you will:

Treat our team with courtesy and respect.
Provide accurate information.
Respond to our requests on time.
Inform us if your situation changes.
Abide by your residential agreement terms.
Not physically harm our team, contractors, other tenants or property.

Our Standards

At Key2 Realty, we strive to meet the following response times:

Phone calls: Same business day or next business day, where possible.
Letters and emails: Acknowledge same business day or next business day.
In-person (with appointment): We will be on time or advise you if there is any delay.

Repairs & Maintenance response times:

Urgent repairs: 1-3 business days, with completion within 5 business days
Non-Urgent repairs: Within 28 days.

Complaints

If you have a complaint, we encourage you to call us first on (02) 4326 5566 to see if it can be resolved. If this isn’t possible, you can lodge a complaint through the channels below:

Email: [email protected]
Online: www.key2realty.com.au/contact
In Person: Make an appointment and visit our office at 280 Mann Street Gosford to receive assistance in documenting your complaint.

We will acknowledge receipt of your complaint within two days of receiving it and aim to resolve the issue within 21 business days. If you have not received an acknowledgement, please direct your enquiry to the Licensee.

For Key2 Realty’s detailed Complaints Policy, visit www.key2realty.com.au/tenant-resources

Feedback and Suggestions

We are always open to receiving feedback and encourage you to let us know what we are doing well and what we can improve on. Your input will help us deliver the best possible service for all tenants.

Download Tenant Service Charter as a PDF.