Contact Us
Request Appraisal
fiction

FAQs

answered here.

Property Owners

You ask, we answer.

If you can’t find it here then give us a call or send an email.

Get in touch
What areas do you manage?
We manage properties across Queenstown and the Southern Lakes, including Frankton, Arrowtown, Glenorchy, Wānaka, Lake Hāwea, Cromwell, Cardrona and Kingston where applicable.
Standard Management is 8% + GST and All-Inclusive Management is 10% + GST. We also offer Casual Tenant Finding at 1 week’s rent + GST and Casual Property Inspections at $90 + GST per inspection.
The exact inclusions depend on the management option you choose and the current management agreement, which we’ll go through with you before you sign up.
We generally inspect our managed properties quarterly, looking at the condition of the property and identifying any maintenance that needs attention.
Yes, inspections are recorded, and depending on your account setup and permissions, relevant inspection information may be available to you digitally.
We’re already onto it. Issues found during an inspection or reported by a tenant are recorded, followed up, and communicated to you when something requires your attention.
Yes. We coordinate with our contractor network for maintenance and repairs, and use Tradies on Tap for anything genuinely urgent.
Tradies on Tap is our ability to get the right trade moving quickly when an urgent issue occurs, so a problem doesn’t sit unresolved while everyone waits.
If we can’t reach you and the issue genuinely can’t wait, we can use your agreed $500 emergency authority and Tradies on Tap to act and help limit further damage, while we keep trying to reach you.
It’s agreed authority allowing us to spend up to $500 in a genuine emergency when immediate action is needed and we can’t contact you, subject to your management agreement. It is a maximum authority, not an automatic spend.
No. The $500 is a ceiling for genuine emergencies where we can’t reach you, not an amount we spend automatically or as a matter of course.
We’ll always try to reach you first for anything beyond the agreed authority. If we genuinely cannot reach you and the situation requires immediate action beyond $500, we’ll use our judgement to minimise harm to the property and explain our reasoning as soon as we’re in contact.
We ask for your preferred contact method — call, text or email — and aim to keep you clear as day on what’s happening with your property.
Depending on your account setup and permissions, relevant property information may be available digitally, including inspections, maintenance, financial information, invoices, documents and reporting.
Keyhook is the property management system we use to keep listings, viewings, applications, tenancy agreements, inspections, maintenance, financials and reporting connected in one place.
No. Keyhook is the system. Mountain Property is the team managing the property. Software doesn’t walk through the property, meet a tenant or chase a contractor — we do.
We list the property, run viewings, and assess applications using tenant checks through Keyhook, aiming for a tenant who’s a genuine, sustainable fit for your property.
Yes, where practical we meet applicants directly rather than relying on paperwork alone.
We run tenant checks through Keyhook as part of the application process, alongside our own assessment of the application.
No, not as a default. We use marketing channels that make practical sense for the property and the current market.
We follow up promptly and communicate with you if rent falls behind, handling the process in line with your management agreement and current tenancy requirements.
Do you handle tenancy agreements?
Yes, including auto-filled clauses appropriate to the tenancy and e-signing, so agreements are set up properly from the start.
Yes, using fully customisable breach notices appropriate to the situation.
Yes, including bond lodgement, bond changes and bond refunds through the Bond Centre integration.
Yes, tenant and supplier invoicing is handled through Keyhook as part of our financial administration.
Depending on your account setup and permissions, relevant financial information may be available to you digitally, including invoices and reporting.
Yes, water invoicing can be handled as part of our financial administration where applicable to your property.
We can flag relevant issues we identify at inspections and help coordinate qualified specialists where work is needed. For specific compliance requirements, we always recommend checking current official guidance, as requirements can change.
Yes, this is one of the situations we manage often. Clear, proactive communication matters even more when you can’t easily get to the property yourself, and that’s exactly what we focus on.
Yes. Multi-property arrangements are available — get in touch and we can discuss your portfolio.
Yes, our Casual Tenant Finding service is 1 week’s rent + GST if you’d rather manage the tenancy yourself afterwards.
Yes, Casual Property Inspections are available at $90 + GST per inspection.
Yes. Talk to us first — you don’t need to have made a decision or told your current manager anything before having a confidential conversation.
A well-run handover shouldn’t disrupt your tenants. We manage the transition and communicate with tenants clearly as part of the process.
Yes, we manage the handover process, including gathering the information, documents and records needed to take over management smoothly.
We review outstanding maintenance as part of the handover so nothing gets lost in the transition, and follow it through once we take over.
Yes, absolutely. We’re happy to have a confidential conversation before you make any decision or say anything to your current manager.
It’s a practical, no-obligation review of how your property is currently being managed, covering things like fees, communication, inspections, maintenance and emergency response.
No, it’s a practical review of management processes, not a formal compliance, legal or building inspection.
Yes. Request a free rental appraisal and we’ll give you a practical view of what your property could rent for in the current Queenstown and Southern Lakes market.
No. The appraisal is free with no obligation to use our services afterwards.
Get in touch through our contact form or give us a call. We’ll have a conversation about your property and situation, with no pressure and no obligation.

Tenants

You ask, we answer.

If you can’t find it here then give us a call or send an email.

Get in touch
How do I report maintenance?

Report maintenance through the maintenance report form on our website, or contact us directly with a description of the issue.

Contact us straight away using the emergency details provided in your tenancy documentation. If it’s dangerous or life-threatening, call emergency services first.
Things like burst pipes, no power, no hot water, security issues, or anything that could cause further damage or risk to health and safety if left. If you’re unsure, report it and flag that you think it may be urgent.
Generally, no — routine maintenance and fair wear and tear are the landlord’s responsibility. Charges may apply where damage is caused by the tenant, in line with the tenancy agreement and the Residential Tenancies Act.
We generally carry out inspections quarterly.
No, but you’re welcome to be. We’ll give you proper notice in line with the tenancy agreement and current legal requirements before any inspection.
To check the condition of the property and pick up on any maintenance that needs attention, so issues get dealt with before they become bigger problems.
Report it to us as soon as you notice it, with photos if possible. We’ll assess it and arrange the appropriate next step.
Contact us as early as possible. Talking to us early gives us the best chance to help sort out a workable approach.
This depends on what’s agreed in your tenancy agreement. Check your agreement or contact us to discuss.
Any changes need our written permission first. Contact us to discuss what you’d like to do before making any changes.
Contact us as soon as possible so we can arrange a solution. There may be a cost involved depending on the circumstances.
Contact us to discuss extra keys — this needs to be arranged through us rather than cut independently.
Subletting or assigning the tenancy requires our written consent first. Contact us before making any arrangement with anyone else.
Contact us before anyone new moves in. Tenancy agreements generally need to reflect who is actually living at the property.
Give us written notice in line with your tenancy agreement and current legal requirements, and we’ll talk you through the process from there.
What do I need to do before moving out?
Leave the property reasonably clean and tidy, return all keys, and let us know a forwarding address. We’ll arrange a final inspection.
Your bond is held with the Bond Centre and is returned in line with the Residential Tenancies Act once the tenancy ends and the final inspection is complete, less anything properly deducted.
Keyhook is the property management system we use to manage tenancy administration, maintenance and communication.
Depending on your account setup, relevant tenancy information may be available to you digitally through Keyhook.
Contact Mountain Property directly using the details in your tenancy documentation or on our website.
Let us know. We’d rather hear about a concern directly and sort it out than have it go unresolved.
Yes, photos and video help us assess the issue faster and are welcome with any maintenance report.
Yes, anything you want to install or attach to the property needs our written permission first.
Turn off the water supply if you safely can, then report it to us straight away as an urgent issue.
Check whether it’s a local outage affecting the wider area first. If it’s isolated to the property, report it to us as urgent maintenance.
This usually means the battery needs replacing. Report it to us so we can arrange it — smoke alarms are important and shouldn’t be ignored.
No, please report the issue to us first so we can arrange the right contractor. Organising your own trades without agreement can cause issues with cost and accountability.
Report it to us with photos so we can assess it and arrange next steps, which may include a qualified specialist.
No, please direct all communication through Mountain Property. We manage the property on the owner’s behalf.
We’ll be in touch to discuss the issue, and where necessary a formal breach notice may be issued in line with the tenancy agreement and current legal requirements.

Good owners. Happy tenants. Solid track record.

“Joe’s the real deal. Straight up, clear, and actually follows through. After getting burned by another company, we were pretty wary, but Joe showed up, sorted the mess, and had everything back on track within a week. Can’t recommend him enough.”
- Sarah T, Lower Shotover
“Joe’s made it so easy. We’re based in Auckland and barely have to think about the property, everything’s sorted, and updates are always clear.”
- Michael R, Fernhill
“We’ve owned our place for years, so finding someone who actually respects it meant a lot. Joe’s calm, kind, and gets things done.”
- Moana W, Frankton
See what others are saying

Current Rentals

We manage tidy, well-looked-after homes across Queenstown for good people who treat them right.

If that’s you, check out what’s available and get in touch.

View all rentals on a map

Not sure
where to start?

Our Manifesto breaks down everything you need to know before you rent out your property.

Whether you’re relocating, investing, or just weighing up your options, this guide will help you see what’s involved and what to expect.

Get the Guide
Linkedin Facebook Instagram