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Landlords serious about customer service

Landlords serious about customer service

“ Customer service is an extremely important issue for landlords. Part of the long term strategy of the NZ Property Investors’ Federation is to provide the inspiration to achieve high standards of service as well as to have a way of publicly acknowledging excellence,” said Martin Evans, President of the Federation, today.

The Federation has launched a Code of Ethics, with the primary purpose of inspiring and promoting high standards of both customer service and ethical behaviour among the members of affiliated Property Investors’ Associations.

The Code of Ethics was developed by the Federation in consultation with Property Investors’ Associations from around the country. Not only does it provide an overview of the key laws that govern rental property in New Zealand, it contains principles to be upheld rather than making statements on how to handle specific situations.

“We want to show we are serious about treating tenants as customers and provide tangible evidence of members’ commitment to professionalism and ethical behaviour to industry stakeholders and Government. We believe this will differentiate the members of Property Investors’ Associations from other landlords in the eyes of tenants,” said Mr Evans.

The Federation points out that, as Associations have no regulatory control over their members, the Code is a voluntary one. But in many cases members will be in breach of the law if they do not follow the Code and an understanding of the Code will prevent such breaches from occurring.

Members are encouraged to show copies of the Code to prospective tenants and to include a copy in each tenant’s welcome pack as a way of highlighting their sincere aim to be better landlords and to provide better service than non-member landlords.

The Code itself will be regularly reviewed and adjusted if required by changing circumstances. In the meantime, it will be one of the criteria taken into account when judging the tenant/landlord relationships of entrants for the 2008 Landlord of the Year Award. Other criteria for this Award cover landlord business practices and portfolio profitability.

The new Landlord of the Year Award is sponsored by the Department of Building and Housing and its aim is to celebrate the attainment of high standards.

Mr Evans commented, “We are aiming to achieve a roll-call of honour, as year by year the name of each winner is added to the list engraved on the Landlord of the Year Cup”.

Entries for this year’s NZ Property Investors’ Federation and Department of Building and Housing Landlord of the Year Award close on September 15. The two runners up and the winner will be announced at the Annual NZPIF Conference Dinner on October 25. Further details and an entry form can be found on

Note for Editors
The New Zealand Property Investors’ Federation was established in 1983 and is the national body representing 7,330 property investors. There are 20 Property Investors’ Associations affiliated to the NZPIF throughout the country. These Associations have regular meetings with guest speakers on a variety of subjects related to property investment and run educational seminars for their members.


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