Client Profile: Emerald Lakes Residential

Emerald Lakes Residential is a distinguished property management company specialising in both property management and on-site building management within the Emerald Lakes estate. Their unique dual-role approach allows them to effectively oversee rental properties and manage community facilities, ensuring a cohesive and well-maintained environment for all residents. Their commitment to excellence is evident in their proactive management style and dedication to fostering a vibrant community atmosphere.​

Problem

Managing a diverse portfolio of properties within a large estate presents unique challenges, particularly when it comes to maintaining and repairing various fixtures and systems. Emerald Lakes Residential faced issues such as sourcing specific parts for unique property fittings, addressing emergency repairs promptly, and ensuring consistent, high-quality maintenance across all properties. Additionally, they required a plumbing partner who could navigate the complexities of both individual property needs and broader community infrastructure, including body corporate responsibilities.​

Solution

Emerald Lakes Residential partnered with Oceania Plumbing to address these challenges. Jessica, director of Emerald Lakes Residential, describes the collaboration:​

“The process with Oceania Plumbing from start to finish is really simple, and I find the customer service fantastic. From me contacting Joe verbally if it’s an emergency, through to sending a work order with all of our clients’ contact details for him to reach out and arrange access, the service experience from start to finish is phenomenal.”​

She further emphasises the efficiency of their operations:​

“Once I log a job with Joe, my job’s acknowledged straight away. I get an email confirming when it’s booked in with one of our clients, with a date and time frame. Following the completion of the job, I get a tax invoice with all the correct information on a detailed description, which makes a big difference for investors, particularly when they’re getting their statement at end of month and they’re reading tax invoices; they can actually clearly see what work was completed and understand what they’re paying for.”​

Results

The collaboration yielded significant benefits:​

• Efficient Problem Resolution: Oceania Plumbing’s ability to source parts that suit specific needs, especially for properties with unique fittings, ensured that repairs were both effective and aesthetically cohesive. Jessica notes:​

“We have a number of unique properties in our rent roll where there is only a specific gas cooktop that will actually fit all the existing spaces. So Joe went above and beyond and actually measured all the spaces, found the one and only gas cooktop that there is to replace within our little scheme that we look after here.”​

• Emergency Responsiveness: In urgent situations, such as sewage backups, Oceania Plumbing responded promptly. Jessica recalls:​

“Recently, we had a rental property where we had sewage backing up out of a pipe at the rear of the property. Joe was there within an hour to the property, and he was able to immediately locate the blockage, clear the blockage, and provide me with a future plan of action on how we can resolve that and stop that from occurring again.”​

• Comprehensive Documentation: The provision of detailed invoices accompanied by photos allowed property owners, especially those not local, to clearly understand the work completed, fostering trust and satisfaction. Jessica highlights:​

“The other thing I love is, with Joe’s tax invoices, he also sends photos of the job, so whether it be from start to finish or the finished product, so if you’re not able to get there, you’ve got a real clear understanding straight away of what the outcome was of that job.”​

• Community Trust: The consistent quality of work and reliable service led Emerald Lakes Residential to confidently recommend Oceania Plumbing to the broader community. Jessica mentions:​

“We actually have a large community here in the estate we live in, and we are asked on a daily basis for recommendations of tradespeople. And we have no hesitation in recommending Joe.”​

Impact

Beyond the tangible results, the partnership had a profound effect on the well-being of the property managers and residents:​

• Peace of Mind: Knowing that a trusted professional was just a call away, especially during emergencies, provided immense relief to the property management team. Jessica shares:​

“On a personal level, having Oceania Plumbing and being able to count on them does put your mind at ease when you are getting that phone call at 10 o’clock at night because a pipe’s burst or a toilet’s flooding an apartment. The relief of knowing that you have someone you can count on that’s going to show up and be there when you really need them is a huge relief as a property manager.”​

• Tenant Satisfaction: Prompt and effective maintenance services ensured that tenants experienced minimal disruptions, leading to higher satisfaction and retention rates. Jessica notes:​

“Recently, Joe has been doing some work in one of our houses that we manage, where multiple toilets were replaced, and the feedback from our tenant was that he was excellent to communicate with. They did the job efficiently. All the products that were provided were excellent, and overall, he just did a fantastic job.”​

• Community Cohesion: The ability to recommend a reliable plumber strengthened community bonds, as residents felt assured that their homes were in capable hands. Jessica comments:​

“We have a number of unique properties in our rent roll where there is only a specific gas cooktop that will actually fit all the existing spaces. So Joe went above and beyond and actually measured all the spaces, found the one and only gas cooktop that there is to replace within our little scheme that we look after here, and we’ve actually been able to pass that information on to a broader range of community members so that it can help them as well when they need to replace their gas cooktops.”​

Body Corporate Collaboration

Emerald Lakes Residential’s role as on-site building managers involves addressing broader community infrastructure issues, including those under the body corporate’s purview. Oceania Plumbing has been instrumental in this aspect by:​

• Swift Emergency Response: In instances like discovering flooded hallways, Oceania Plumbing was just a phone call away. Jessica recalls:​

“We have emergencies that relate to body corporate within our buildings. We could be doing our walkthrough and find we’ve got a flooded hallway, and Joe is only a phone call away to talk us through what we can do over the phone until he can arrive to fix the problem properly.”

Conclusion

The collaboration between Emerald Lakes Residential and Oceania Plumbing exemplifies the impact of partnering with a reliable and knowledgeable plumbing service. By addressing unique property challenges, responding swiftly to emergencies, and maintaining transparent communication, Oceania Plumbing has significantly enhanced property management efficiency and tenant satisfaction within the Emerald Lakes estate.​

Need a Plumber Who Fixes It Right the First Time?

If you’re a Gold Coast property manager or business owner seeking a plumber who:

• Shows up on time​
• Answers the phone​
• Fixes problems properly​
• Eliminates stress and unnecessary costs​

📞 Call Oceania Plumbing today on 0479 043 366.