Independent Property Group

Avoid Independent – Wont return phone calls or emails. Is extremely unprofessional in all aspects. Avoid!

Their values listed in their website is just a joke!! – Their values listed in their website is just a joke!! because it never reflected in their behaviour. I rented with Independent for 1.5 years. At the end of the contract, the agent behaved so rudely and did not even bother to respond to my emails. I had simple questions and needed help to know more about the process during and after vacating the… Read more

property. Lack of communication and disrespect from them escalated.

Many times they diverted my phone call to Civium Property Group without even asking for why I am calling. And many times they would divert the phone to [Name Removed] and [Name Removed] only to end the call in their voicemail (of course never received any response to those voice messages).

[Name Removed], my current property manager lacks any level of professionalism. Does not bother to respond any emails. I am still struggling to talk with their staff and today has been over a week days since I started to contact them everyday and multiple times in a day in row. I requested to talk with [Name Removed], [Name Removed] or any one above them who handles complaints or helps resolve issues but they keep saying no one is available.

Friday I was told- “a senior manager will contact you for sure. She will call you for sure” but of course, no surprise that did not happen. I called them back but again same cold and unprofessional response.

The reason I am posting my complaint here is- there is no way to get in touch with their staffs and resolve these issues over the phone.

If anyone who cares about complaint handling is reading this, I have some note for FYI-

1. Independent deducted my rent after I handed the key or after the expiry of my contract (3 weeks notice was provided as required) this was done because of careless of property manager but we never raised our concern about it, because we understand things like this happen. But never received an apology.

2. I have so far only received half of my bond and remaining half has disappeared. No one bothers to answer my phone call to let me know what happened.

3. The level of customer service. Transferring the phone call with out checking if that particular staff is there to answer the phone call or not? Does doing this completes your duty? My phone calls are not being answered and front desk staff keeps doing that.

4. If you promise that someone will call me back, then I expect they do. Issues can be resolved by answering the phone calls or responding to emails it does not get resolved by ignoring.

There is not any process of registering complaint. No one wants to talk or answer your phone call if you need help. Not sure if they would deal like this with landlords but, renters be aware!!!

IPG Strata and Building Management on the up and up – I have dealt with IPG as an Executive Committee member and seen a lot of changes good and bad (and may have been responsible for a couple). Strata and Facilities management are stressful jobs and people in the industry burn out quickly. BUT, over the last year, things at IPG have improved markedly. The reorganisation of the Strata managers has… Read more

delivered results and our strata manager, Brooke, was on top of her folio, while Nicole Short has breathed new life into facilities management, and Will Curtis-Martin has set the benchmark for what a pro-active conscientious building manager should be. For context, I am no longer an EC member at the place in question. The new EC has moved to a different, costlier, supplier and have already seen the standard of building management drop. I opposed the decision and am writing this review to let people know, that businesses can improve. IPG can deliver and are worth talking to, when next you are shopping for a firm to look after your complex. (As at December 2022).

Get ready to pay them for nothing – TOO LONG; DIDN'T READ I've had 3 separate experiences with them, 1 was good and 2 were awful. The 2 awful experiences far outweigh the 1 positive experience so overall they are the worst company I have ever dealt with in my life. PURCHASING The good experience was buying a property through them in 2017, but I doubt that is going to be the case… Read more

as the agent I bought through left this company and started their own. She was great and I sold my property through her in 2022 with no issues. After dealing with Independent as strata and property managers I can see why she and others left.

STRATA MANAGEMENT

I was an owner occupier in 2018 when Independent were the strata manager for our complex for 12 months. They were completely useless in that 12 months and lost the contract immediately. They refused to be contactable via phone and insisted on emails but barely replied to any emails. Things were constantly outstanding and required multiple follow ups. Our complex was basically strata managerless for 12 months.

PROPERTY MANAGEMENT

I was a landlord in 2019 when Independent were my property managers and this is where their incompetence really shined through. I had to constantly double check nearly everything they did because it was wrong. They overcharged me the commission fee for months and took even longer to refund it, charged me for maintenance when the item was still under warranty, they missed half the property in the inspection report, they missed damage from the inspection report, they constantly ignored emails, I had a new property manager literally every 2 to 3 months and there was no continuity between them, and I even spoke to the general manager whom promised better service and a gift as an apology for the woeful service and I never received the gift. This is just what I can remember off the top of my head after being with them for 2 painful years.

Careless Independent – Independent Property Group is too big to care for a landlord, as we experienced over a year whilst we had to chase up for everything. In return of 7.7% easy rental commission, all we received are POOR service, communication, responsiveness and most importantly, LOW care factor for the customer - probably just a number to their massive list!… Read more

Independent is too big with too many internal departments to deal with, including high staff turnover, i.e. finding a new property manager regularly. Not happy, moved the business elsewhere!

Be ready to be ripped off for terrible service – Terrible service, years to fix issues on the unit if they do, when leaving they rip you off with ridicoulous costs. If you have the opportunity to use other, do it. Because this guys are far away from professional and have no words.

Worst agency in 35 yrs of rental experience – - tried to increase my rent $50/fn which is illegal - then thought they had done me a favour by increasing it accordance with the legislation after I obviously challenged it - actual increase allowable only about $11f/n - don't act in accordance with the tenancy act and after challenging them on this, i received a 'no clause' eviction - how not… Read more

surprising - didn't provide alternate payment methods upon request, until i pointed out that people with disabilities can't attend the office during business hours to make the necessary payments and they weren't open on a weekend morning either - They can't keep staff, had over half a dozen property managers in 3 years - no resolution to complaints, they just ignore you as their management strategy - had to bar their direct debit from my personal bank account because it continued after they advised it was stopped - reception staff can't take a simple message, handle any enquiry or any stress; never receive a call back; - they actively lose paying tenants, who are keeping the residence clean and tidy with little fuss; - stolen a parcel from the site and won't pass on - have had to report to the police - NEVER provided any rental slips - property was not professionally clean before being rented - can't manage to update my file in over 3 years with new details - staff are never available and no calls back - don't reply or refuse to reply to any emails - no proper complaints procedure to the organisation for when they act above the law - gardeners steal residents plants out of garden (which they agency does nothing about) and you can hear the gardeners discussing how they do this two weeks later a few gardens from your own - so much incompetence - must mean their yearly bonuses are large Don't waste your time with this organisation.

Not replying to prospective tenants – For over a week now, I’ve been trying to apply for 5 different properties that this group manages. I have contacted them multiple times to try and organise either a virtual inspection or just for an application form and I have gotten no response. I have emailed, texted, called etc. and no reply! I managed to get through to the office once and they… Read more

said they’d have someone call me back ASAP... that didn’t happen. I would be very upset if I was the owner of any of these properties to learn that a prospective tenant had been wanting to apply for my home only to be ignored! I’m having to apply at less desirable places, simply because I cannot wait any longer.

Excellent Property Manager and Management Team – It was a free hazel tenancy period with independent. Spicily thanking full of my property manager [Kayla Chesher and her team]. Fantastic tenancy service and always looking after tenant issues. happy to work with you. Thank you Sugath and Medha

Responsive management team – I was fortunate to have had a responsive professional team (Emily V. & Kaylee W.) who provided regular reporting on inspection, property maintenance, statement of accounts, thorough tenant background checks and as intermediary to tenant concerns, and the strata. As an absentee landlord i relied on their professionalism, effective communication… Read more

skills, attention to detail, rental market updates, tracking of invoices/property bills, payments to service providers & the ACT revenue office.

I guess you have to choose the "right" property manager and develop a professional relationship with them to win both ways. I am happy with independent property management (over 12 years), the outcomes on low tenant turnover and upkeep of the property.

Horrendous - go elsewhere! – If renter - Incompetent and will cause undue stress and cost. If landlord - will erode trust between landlord and renter by blaming you for things. Prime example of many: Lost our contract Tried to tell us we had come across from LJ Hooker and that was the reason for not dealing with our calls. Blamed landlord for We had been with them the… Read more

entire 2 years. Thursday asked us to sign 1 year contract - Friday told us we had 4 weeks notice to vacate. We had 3 months left of contract! Cleared up the above notice to vacate issue by producing our own copies of contract. They then showed up 4 weeks later and said we should be out and demanded we leave! Showed no appreciation that finding a place in 4 weeks is near on impossible over Christmas break.

Side note 4 weeks notice is not adequate other states have minimum of 8

Relieved I no longer have to deal with them any longer.

Hopeless account team, keep collect your money and not pay the invoice for you – Since last Dec, their account team keep making a lot of mistakes , not pay the invoice on time and even didn't pay the invoice, but they already collect the money from me. I have to keep chasing the money back until today, they are not fix all the problems. If this is a professional service , I think it is not acceptable and we should say NO to this kind the service.

WORST REAL ESTATE!!! DON’T GO THROUGH THEM!!!!!! – Where do I begin? They were great at first until it came to inspection time. They took photos of OUR property ie: inside microwave, bed, table etc. They [name removed] then told us we had 30 days to clean otherwise we’d be kicked out. Then got told by another agent in that company that it was fine as it was neat and tidy. In that first inspection… Read more

they blamed us for stains that were in the carpet, a vent that was falling out of the wall (which they failed to fix when we asked them to) as well as other things that were originally listed in the first condition report when we moved in.

We decided we had enough of that real estate when our lease finished and found another place to move to. They did the final inspection and the first time they said it wasn’t clean enough and had given us three hours to remedy it. When we went to remedy it. They had left the doors unlocked and the house unsecured. in the report, they blamed us for things that were proven we did not do.

We kept hassling them for 3 weeks after that for the bond paperwork and they said we put a hole in a blind (the blind would not go down therefore no way we were responsible for the damage as proven in the first report.) they then sent paperwork a week later so then they could take $2100 of bond without a quote for what the money was going to be used for. About 2 weeks later sent us the quotes which was very unrealistic and we then proceeded with the tribunal which gave us back full bond due to Independent’s lack (no) evidence and not discussing the things related to the bond. They talked about us loving a shelf that was in the house.

A lot more happened but this is the short version of what happened. Please avoid Independent at all cost as this has happened to hundreds of people. There was a page on google called “Independent Property Group” with at the time 138 reviews (majority bad) and then that page was taken down so all the reviews were gone. Please if this happens To you, go to the tribunal and fight for your bond as this will continue to happen and we can’t let them get away with this. Even if the house is amazing, it’s. it worth the hassle of fighting for your money back for 5 months!!!

Terrible Property Management service – I'm a tenant and have had multiple terrible experiences with independent property management. The main issue is I've been accused of being in arrears more than 5 times and have had to go through my statements/ledger to show them that I am not. Once I think the problem is solved, they come back and say I'm in arrears again-shouldn't have this been… Read more

picked up when we went through it before? What's changed since then? Nothing! But still they are charging me for extra days and I will have to go back and show them I don't. The property manager is rude and doesn't own up to their issues, making me look like a bad tenant. Their direct debt system was taking up extra rent payments-up to 3 fortnights in 1 week. The bank charged me overdraft fees and no compensation was given. Their new 'sorted' app is a third party who handles rent payments - rent was taken out on their end on the day it's supposed to be so I have to tell them each fortnight that rent is due. If it's not taken out then it's my fault for not paying rent. How does that work? My ledger is completely screwed up and no one owns up to anything. This is making me look like a bad tenant. The owner doesn't know any of this and I will be contacting her to fill her in on their incompetence.

Terrible service of property management – Horrible experience to share... The current lease ends on 02 July 2019. On 20 June 2018, more than 1 year before the end of the lease, I asked the property manager to notify the tenants to vacate the property by the end of the lease. The property manager replied, "We will contact the tenants to advise them that you will be selling at the end of… Read more

their fixed term at which time we will be issuing an 8 week notice to vacate." I asked if 8 weeks were enough, and further said "As far as I can find, it requires 26-week notice. And either way, I think it doesn't hurt to notify them now." The property manager replied, "The standard terms states 8 weeks after the fixed term for the owner selling. 26 weeks is a notice without cause. We will notify them now anyway as advised." On 20 March 2019, I asked to confirm if the tenants have been notified and when we would likely to get our keys back. The property manager replied "Due to the tenants being in a fixed term that ends on 2/7/2019 we cannot legally give notice to vacate during the fixed tenancy. We can provide 8 weeks’ notice from 3/7/2019 when the periodic tenancy commences." I was a little confused but thought 8 weeks weren't a big deal and left the matter aside. However, after I had gone through the email exchanges yesterday, especially after I had read "If the landlord wants to prevent a periodic tenancy from starting, they have to give you written notice to move out at the end of the lease, and they MUST give this to you at least 26 weeks before your lease ends.", I felt I had to find out why the tenants got to stay in my apartment for another 8 weeks. So I asked the property manager if the tenants were notified a year ago. The property manager called me, saying the tenants weren't notified because there was no confirmation. I was shocked to hear that. If the property manager's exact wording 'We will notify them now anyway as advised.' is not a confirmation, I don't know what constitutes one. The property manager further explained that by 'notify them now', it meant 'notify them now that they would be given a notice to vacate 8 weeks after the end of the fixed term'. Ok, if that's how you choose to spin it, I have no words to say. I wasn't going to make a big fuss about it anyway. What I had expected was to hear them admit they dropped the ball and apologise. All I heard, to my great disappointment, was nothing but chicanery. Not in a million years will I give my property to Independent to manage again.

Dishonest Thieves – Before my final inspection I wrote an email to make sure my direct debit was cancelled. Sure enough it wasn't and I was charged over a months rent past my move out date. After weeks of phone calls, emails and promises that the money would be returned it still hasn't. The same excuse blaming the "Accounts Team" is used every time. At one stage I… Read more

was even promised it would be returned in 24 hours. Guess what - still nothing. Consistent lies. It doesn't take that long to do a simple transaction and confirm that it has been done yet they just brush it off everytime not taking ownership or responsibility.

They also claimed that the bond return was filed and blamed the bonds office for being slow on more than one occasion. After checking with the bonds office they confirm that it hasn't even been filed with them. Total liars. NEVER renting with them again and NEVER leasing an investment property with them.

There is no excuse. Near identical situations have occurred on over a hundred reviews for these people. They need to be held accountable for this disgusting and unethical behaviour.

Shy of an admission or taking responsibility for their actions, whatever the reply is to this review, it's more than likely going to be nothing but another lie!

Needless to say, my 1 star goes the same as others who left the same review on them – Needless to say,the reason for my 1 star rating goes the same as others who left the same review on them.Luckily I didn't leave my property to their management. Absolutely hopeless!

Service of Independent Valuer – I have a property leased to the winery retailer. When the market review was due, the tenant disagreed to the increased rental which was below most other shops around the area. The tenant and me agreed to pay an independent valuer. The report from the Independent Valuer recommendation rental was well below other shops around the area. By law,… Read more

the independent Valuer cannot be disputed.

After the rental settled according to the Independent Valuer recommended, I then visited the shop, as I was leaving, the tenant wanted to give me boxes of wine and beer, which I refused to take it. I wonder if the tenant had given the Valuer same way, as a result, the report from the Valuer gave ridicule reasons the rental increase was not level to market rental.

The property is due for another market review soon, just wonder if need to appoint an independent valuer, then how to find out if the tenant would not give wine and beer to the Independent Valuer when he visits the property?

Anyone able to give any suggestions will be welcomed

The worst – Told repeatedly when off-the-plan build would be finished - timeline was all over the shop. Never told that the correct building permits were not done. Made homeless by process - struggled to find accommodation. Had to pay out heaps to put a roof over my head long before I could get into my own home. No apology. No assistance. Cut me off completely. Don't go anywhere near them. Would give them negative stars except program won't let me.

Strata Managers – These guys managed our strata and they absolutely clueless and hopeless we had 4 strata managers in the past 12 months. 2 out of the last three meeting they failed to get minutes of the meeting out. When we complained to them they didn't care and then when we told them we wanted to leave and go with another agent, they tried to bully us and… Read more

extract a further three months fees, when the contract clearly states they didn't have any right to do that. Eventually they backed down but only after a fight with us. Do not use these guys they are very dodgy and obviously the don't care about their staff.