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 Conduct.
- Offer prompt, respectful and efficient customer service.
- Abide NSW legislative requirements.
- Respect your privacy and manage your information responsibly.
- Provide accurate information that is easy to understand.
- Keep you informed of changes and inspections with due notice.
- 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 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.
- Complaints & Appeals: Acknowledge within two days and respond within 21 days.
- Repairs & Maintenance:
- Emergency repairs (significant danger to safety): Same day.
- Urgent repairs: Within 1-3 working days.
- Routine repairs: Within 28 days.
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 occupancy agreement terms.
- Not harass, bully, threaten or defame our team, contractors or other tenants (in person, in writing or online).
- Not physically harm our team, contractors, other tenants or property.
