What questions should I ask a property manager before hiring them?

Ask how they keep rent in line with the market without losing good tenants, whether they use licensed trades, how they would lease a vacant property, how often they inspect, their arrears process, how often they communicate, what fees they charge, and whether you can speak to their current landlords.

How many properties should one property manager look after?

Kayla Brown suggests 100 to 120 properties at most for a manager handling leasing, maintenance, inspections and admin alone. Beyond 150 without support, calls get missed, maintenance stalls and tenant screening suffers.

What are the signs of a bad property manager?

Warning signs include only hearing from them when something goes wrong, vague or delayed inspection reports, unexplained rent arrears, high staff turnover, very large portfolios, and rent promises not backed by comparable properties.

Should I raise the rent on a good tenant?

Often only modestly. A $30 a week increase is worth about $1,500 a year, but if it pushes a good tenant out, a few weeks of vacancy plus letting fees can wipe out the gain.

What happens when a tenant falls behind on rent?

In Kayla Brown's process, tenants get automated reminders in days 1 to 3, a phone call in days 4 to 7, and a formal notice to vacate at 14 days, with communication maintained throughout.

Back to Podcast

Industry InsightsSeptember 2026

Property Managers: The Real MVPs

The purchase happens once, but property management happens every week you own the asset. Ben Plohl and Kayla Brown, who has over 12 years in property management and leads BFP's team in Albury-Wodonga, cover tenant screening, rent reviews, maintenance, arrears and portfolio size. They also share the red flags of a poor property manager and the questions to ask before you appoint one.

0:00

In this episode

Why property management can quietly make or break a 10-year investment

What a property manager's week actually involves

How to screen tenants beyond a clean rental ledger

Balancing rent increases against the cost of vacancy

When a property manager should fix something versus call the owner

Why preventative maintenance saves thousands

How many properties one manager can handle well

Big franchise agencies versus boutique, investment-focused managers

The questions to ask, and the answers that should set off alarm bells

Key insights

Vacancy is the real cost. A $30 a week increase adds about $1,500 a year. If it pushes a great tenant out and the property sits empty for 3 to 4 weeks, plus letting fees, that gain is gone.

Emergencies don't wait. A burst pipe on a Friday night gets fixed regardless. Minor, non-urgent repairs can wait for owner approval the next business day.

Look 12 months ahead. Cleaning gutters or fixing a minor roof leak costs a few hundred dollars now. Left for 2 years, it can mean structural damage and an insurance claim running into thousands.

Portfolio size matters. Kayla puts the limit at 100 to 120 properties for a manager doing everything end to end. Past 150 without support, managers stop managing and start surviving.

Advisor, not postbox. An average manager forwards messages between tenant and owner. A good one brings solutions, knows tenancy law and tracks the market ahead of lease renewals.

Boutique vs franchise. Big franchises often treat property management as a feeder for sales, with larger portfolios and higher staff turnover. Boutique managers make it their core business.

Kayla's arrears process

Days 1 to 3: automated text messages and friendly email reminders

Days 4 to 7: a phone call to understand the tenant's situation and agree when payment will come

Day 14: a formal notice to vacate, with open communication throughout but no pausing of legal timelines on promises

How Kayla screens tenants

Communication and attention to detail at the open home: respectful, punctual, transparent

Unexplained gaps in employment or rental history

Cross-checking employer contacts, verifying business details for self-employed applicants, and checking the tenancy default database

Checking that what they say in person matches the application

Questions to ask before appointing a property manager

How will you keep my rent aligned with the market without causing unnecessary tenant turnover?

Do you use a preferred list of licensed trades?

If the property is vacant after settlement, what specific steps will you take to lease it?

How often do you inspect, and what does an inspection include?

What is your process when a tenant falls behind on rent?

How often will I hear from you, and through which channels?

What are your letting, lease renewal, marketing and admin fees, and do you markup contractor invoices?

Can I speak with current or past landlords, or read your reviews?

How many properties do you personally manage?

Red flags

Radio silence: you only hear from them when something is broken or late

Vague, delayed or photo-free inspection reports

Rent arrears you weren't told about

High staff turnover at the agency

"I manage 200-plus properties, but it's easy"

Promising $100 a week more rent with no comparables, which often leads to costly vacancy

Key quote

"Vacancy is the absolute enemy of return on investment." — Kayla Brown

Resources

Book a discovery call with Ben, Kayla or the BFP team: [https://bfpproperty.com/contact]

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