As featured on realestate.com.au, written by Benn Dorrington, 16 May 2025
Trust is a precious commodity in property management, and at Harcourts Solutions, it’s the foundation of everything they do.
Whether it’s landlords handing over the keys to their investment properties or tenants relying on timely support, the team strives to make people feel they’re in safe hands.
That trust is backed by results. The Brisbane-based team has achieved a net promoter score – a measure of customer loyalty – well above the industry average.
“What really stood out to us was how surprised our team was at how much our clients valued them,” said Harcourts Solutions Property Management Director Jodie Stainton.
“They rated themselves much harsher than the feedback we received and that realisation – that they are genuinely trusted and appreciated – was powerful.”
Their commitment hasn’t gone unnoticed. Harcourts Solutions was recently named Property Management Team of the Year at the 2024 REA Excellence Awards.
“Our approach is built on care, accountability, and a commitment to putting people first.”
Each member of the 29-strong team takes full ownership of their portfolio and manages it with transparency. As a result, they enjoy longer-than-average staff retention and low vacancy rates across their 2,200+ properties.
“We treat our team like the leaders they are,” Stainton explained.
“They have autonomy, they understand every metric that affects their role – from income to efficiency to satisfaction scores. It gives them confidence and real accountability.”
Digital tools have also helped sharpen their edge. Virtual tours have become standard across their listings, with over 800 properties featuring high-quality walk-throughs. These tours enhance the quality of tenant applications and enable pre-approval before physical inspections – a vital advantage in today’s competitive rental market.
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But Harcourts Solutions doesn’t just focus on metrics and tools – they also lead with heart.
Last year, the team launched a charitable initiative encouraging landlords to donate a day’s rent to charity, dubbed ‘Christmas Day’s Rent’. Harcourts matched the value of the management fees, raising about $6,500 for Orange Sky Laundry – a national charity providing laundry services, showers, and meaningful conversations to those experiencing homelessness.
“It was something I’d always wanted to do, and the team got behind it wholeheartedly,” Stainton shared.
The initiative hit close to home. As Australia’s rental crisis deepened, property managers were forced to turn away vulnerable renters due to an overwhelming shortage of homes.
“It was a really hard time for our team, constantly turning people away,” she said.
“Supporting Orange Sky felt like a way to give something back and to do something meaningful.”
The program has now been written into their management agreements, with plans to raise over $20,000 this year.
Looking ahead, Harcourts Solutions has big goals. They aim to scale up to 5,000 properties under management while continuing to develop industry-leading training systems for their team.
“We’re not afraid of change, we embrace it,” Stainton concluded.
“Our team has an agile mindset and they’re willing to test, to fail, and to learn fast – so that’s a big part of what sets us apart. People first is not just a value for us, it’s how we run our business.”
Read: The winning formula behind this property manager’s success – realestate.com.au
