Independent Property Group Head Office

Zara is a breathe of fresh air, her customer service and her prompt responses to my enquires is second to none, normally I have to follow up on many occasions with property managers and still get no response, or action but with Zara she is straight onto it and has resolves by the end of the day.Zara goes above and beyond for her clients and in this industry is very hard to find someone who actually cares and is willing to go the extra mile to get maintenance completed.I’ve dealt with many property managers in my job and I have never had a great experiences but Zara has changed that and dealing with Zara has been a great experience and is definitely a value team member to independent property group.

Isabella has been absolutely great at customer service and quick responses. She always replies efficiently and does what she can to help resolve issues that arise.

How come this agent has 4.6 rating in google review. How come independent is the largest agent in Canberra. To me it does not make any sense.No way! The property manager (Keanna Smith) is hardly reachable(you call will go straight to voice mail all day). You sent the water bills to the agent, then you are the one keeping chasing for the payment. They don't care about it at all!When you try to raise a complaint and talk to the manager or supervisor. The receptionist always say they are having a meeting (I called 2 days, they are on the meeting all the time, what a coincident!）, he will call you back today and then no one call back. What a joke.This kind of agent is really a disaster.Update:The team leader Zara provided solutions for all the issues. Hopefully never again.

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 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 Omjay and Kevin only to end the call in their voicemail (of course never received any response to those voice messages).Kevin, 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 Kevin, Omjay 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!!!

I had an extremely disappointing experience with the service and staff at this property group. The front desk staff appeared to lack proper training and were unfriendly, making me feel unwelcome. It was evident that they did not prioritize customer satisfaction, despite their persuasive and articulate communication skills.Our property manager, Kevin, was particularly disappointing. While he could communicate effectively, he failed to put in the necessary effort to meet our needs as customers. The overall experience with this property group was the worst I have ever had.The major issue arose when we attempted to contact them by phone. They would answer, but it seemed like they had no interest in listening to our concerns. Instead, they would transfer our call to someone who was unreachable. Even after multiple attempts, the same pattern would repeat, with no resolution in sight. On the third try, the phone line was constantly busy, further exacerbating our frustration.Based on my experience, I strongly advise against choosing this property group in the future. The poor service and unresponsive staff make it clear that they do not value their customers.

If there was something lower than a star You guys definitely deserve it. The worst experience ever with the management and the customer service. We have trying to get a reply and to get in touch with someone for months. several calls to the office with a promise of a call back, several emails with no reply. they just send automatic emails.

First-class service! The team at Independent Property Group go above and beyond for both the owner and tenant. Making sure all parties are satisfied.Mark is approachable, understanding and down to earth. He ensures all parties are clear on information and understand the process of everything. This includes signing contracts, repairs or unexpected emergency situations.I highly recommend Independent Property Group to both investors, owners and tenants.

We are very lucky to have Emma Beauman as our property manager! She is very prompt, answering all queries and maintenance requests quickly. She liaises with the owner of our apartment on our behalf, seeking the best outcome for both sides. She’s been a big help in organising some large upgrades in our apartment which will significantly improve the livability.

Angela Bolanos was our property manager and was extremely helpful during our tenancy at our previous rental property. We unfortunately had to break our lease early and Angela was so helpful with every part of the process. She explained everything really well and kept in touch with us so we could get everything done in a very timely manner. We would like to extend our gratitude to Angela for all her help!