Hi all, I'm posting this in the hope that someone can offer some advice on what to do about a real estate agency that has been "managing" our IP in Perth. We are from Melbourne so all the more important that our PM keeps a close watch on things for us. There has been a lack of followup of maintenance and repairs so that when our tenant gave notice to vacate, we knew the place would have to be brought up to scratch before we could re-let it and we were prepared to outlay a bit to do a reno/makeover. Tenant vacated in early May and PM sent us photos and said property was left filthy and with many things needing repair/replacement so tenant's bond could go towards the cost,landlords insurance could pay some and we'd have to make up whatever wasn't covered by either of those. We requested PM get bond back + lodge claim with our insurance co. based on initial quotes and she said she'd do that, so we came over to Perth in June and hired a builder - we finally met PM and asked her to re-lodge the insurance claim as it wasn't in insurance co's system. She said she would. Since then we have received back MOST of tenant's bond ( not sure why he would've received ANYTHING back, given how he left the property !) but no insurance money as no claim has been lodged. Despite many phone calls to PM and insurance company, nothing has happened so we thought we'd lodge the claim ourselves but we don't have the paperwork the insurance co requires - the PM has that! I rang her to ask her to send the docs, but after a week of leaving messages then finally getting to speak to her she said she'd been busy and then hung up on me. I phoned the general manager from Perth office to advise of this situation, and emailed him builder's invoice for almost $9000 and felt fairly confident that he'd get this sorted, but after almost two weeks without a reply (or insurance claim lodgement) I contacted him again and he's advised that he's sent my email to the PM and she'll "update " us, whatever that means. In any case, there's been no response from either of them. We feel that we've been extraordinarily patient and have explored every option with this estate agency (except writing to main franchise) Now after $20,000 for repairs and lost rent, I'm highly stressed over this and furious with the agency who certainly haven't looked after our interests during this tenancy or since tenant vacated and would like advice re. what recourse we have in this matter - legal and consumer wise. Any advice much appreciated.