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In Rockdale's hyper-competitive property market, Anthea Economos and her team at Ray White have found their edge with Ailo. As General Office Manager, Anthea oversees a portfolio of investors who demand transparency and exceptional service—and Ailo's platform has become their secret weapon for delivering both.

Rockdale is saturated with long-established agencies vying for the same investors. While competitors rely on traditional systems and monthly statements, Ray White Rockdale uses the Ailo platform to give investors unprecedented real-time access to their property information.

"Ailo has been a great point of difference for our investors," Anthea said. "We have a lot of mum and dad investors, and they can access their funds, see where tenants are paid up to, see what bills are coming in—it's transparency we just weren't able to offer in the past."

Lavender

Data-driven management that elevates performance

Beyond investor benefits, Anthea uses Ailo's reporting to coach her team with precision.

"Every month we sit down with the KPI monthly report and go through where they may be lacking, then brainstorm and grow based off that," she explained. 

The team focuses on metrics that matter—communication standards, arrears management, fixed-term leases.

Cloud

Ray White Rockdale runs specialised teams—portfolio managers, leasing associates, and a dedicated accounts department. Ailo's 

"The team love projects because they're able to flick them between each other," Anthea said. "They move through projects really seamlessly, and they know where they are responsible."

Ready for the future with a winning formula

Looking ahead, Anthea sees Rockdale continuing to attract investors drawn to its affordability and Sydney CBD proximity. But service expectations are rising.

"The change will be from the level of expectation for service," she predicted.

In one of Sydney's most competitive property management markets, Ray White Rockdale has found their formula: combining a talented team with the Ailo platform's transparency and workflow tools to set the standard for modern property management.

For agencies in crowded markets, Anthea's approach offers a clear lesson: transparency and systematic excellence are what truly set you apart.

4 reasons why investors fall in love with Ailo

Standing out in Sydney's most competitive market: How Ray White Rockdale wins with transparency

 businesses apart? It’s not luck, and it’s certainly not just a hefty marketing budget. The agencies that steadily grow their portfolios, hold onto their best people, and keep investors coming back all have a few surprisingly simple habits in common.

These aren’t grand, hard-to-implement strategies. They’re practical, everyday approaches that—when put into practice—create the kind of consistently excellent service that fuels referrals and long-term growth.

Here are habits that every business owner and team leader can implement today.

Habit 1: Build trust with consistency, and prove it with data

 don’t just promise great service—they deliver it, consistently. And they have the data to prove it.

Trust is built when owners experience consistent results: fast responses, smooth maintenance, reliable rent collection. But it’s reinforced when those results are backed by clear, objective performance metrics. That’s why top agencies track and share key indicators like service turnaround times, arrears resolution, and inspection completion rates—not just internally, but with their clients.

The habit here isn’t just being consistent. It’s building a culture that tracks, reviews, and leverages operational performance data. When everyone on your team understands what “good” looks like—and can see how they’re tracking—you create a standard of excellence that compounds over time.

Trust doesn’t just come from doing the work. It comes from being able to prove it, again and again.

Habit 2: Create clarity, then get out of the way

 that own their work. The most successful property managers don’t micromanage—they give people the tools, training, and autonomy to solve problems on the spot.

This confidence shows up in every interaction. When team members feel trusted, they take more pride in outcomes. Owners feel it, too: empowered teams deliver faster service, make smarter decisions, and build deeper relationships.

A team member knows exactly how to handle a maintenance request from start to finish—without checking in at every step.

A leasing consultant has the freedom to negotiate terms within a defined range—knowing their judgment is trusted.

A property manager can escalate a tricky owner situation with context, not confusion—because everyone understands the chain of support.

Habit 3: Building transparency into every interaction

Setting clear expectations is one of the simplest ways to head off issues before they arise. Top-performing business owners and 

 use data as their proof point—sharing metrics like response times and payment speed with their clients.

This level of transparency creates trust that generic updates simply can’t match. When owners see their agency handling maintenance requests 40% faster than the industry average, that’s real, tangible value.

Ailo takes this a step further, giving owners self-serve access to the information they care about. Whether it’s checking rental income, tracking maintenance, or reviewing inspection notes, investors don’t have to call or wait for a summary email—they can simply log in and see what’s going on. It’s the kind of control and visibility that builds lasting trust.

And when things do go off-script, transparency matters even more. Owners don’t want radio silence or sugar-coating—they want context, a plan, and assurance that the team is on it. Clear, honest updates turn a potential frustration into a moment of confidence.

Habit 4: Smart systems that scale with your success

Balancing efficiency with personalised service is the name of the game. It starts with building systems that support growth, without sacrificing quality.

Standardising without losing the personal touch

Building procedures that cover sick days isn’t about making your team robotic—it’s about delivering consistent service, every time. When everyone knows the process, clients experience the same high standard, no matter who picks up the phone or replies to an email.

 come in. With shared visibility into every step, anyone can jump in and help—whether someone’s out sick, overwhelmed, or simply needs a hand. Everyone can see what’s been done, what’s next, and who’s responsible, without relying on back-and-forth emails or sticky notes.

The right tools don’t take away your team’s personal touch—they give it more room to shine. With routine tasks automated and streamlined, your people have more time for meaningful conversations and stronger relationships.

This kind of consistency quickly becomes your edge. Investors notice when every interaction feels professional, informed, and genuinely helpful, regardless of which team member they’re working with.

Technology that amplifies—not replaces—great service

The best tools don’t just save time. They unlock opportunities for your team to shine—and offer more personalised service without increasing workload.

 something they’ve never had before—the ability to offer choice. Investors can set their own preferences for communication, payment timing, and involvement in decisions. Your team doesn’t have to guess what each owner wants—they can simply deliver it.

But the real magic is in what these tools help you prove. When your technology gives you clear, concrete data—like response times, rent collection speed, and maintenance turnaround—you can show owners exactly why their investment is in good hands.

Crucially, it’s all done without burning out your team. When choice is built into your platform—not managed through spreadsheets or workarounds—your people can deliver a more tailored experience without adding stress or complexity.

Habit 5: Understanding what really drives your clients

Long-term thinking always outperforms chasing quick wins. Business owners and team leaders who achieve lasting success know that strong relationships are investments—ones that continue to deliver value year after year.

Understanding what motivates each owner lets you tailor your approach to suit different investor types. Some crave detailed reports and regular updates; others would rather only hear from you when there’s something that needs attention. Some want their income regularly at the end of each month; others want it the moment their tenant pays rent.

Spotting those preferences early, then adapting your approach, sends a clear signal: “We see you. We get you.” That personalisation builds loyalty, fast.

Habit 6: Growing your team (and keeping them)

Team retention has a direct impact on your bottom line. When experienced people stay, client relationships stay strong, knowledge stays in-house, and business momentum builds. The most successful business owners and leaders focus on creating an environment where people feel supported, valued, and inspired to grow with the company.

Professional development that truly makes a difference means giving your team real opportunities to learn, grow, and step up to new challenges. Investing in their growth fosters loyalty that goes well beyond what’s written on a payslip.

Creating a culture people want to be part of takes more than just competitive salaries. It’s about building an environment where everyone feels valued, supported, and motivated to reach their potential.

When your team can see a future with your agency, they’re more invested in your clients and your success. That commitment comes through in every interaction—delighting owners and renters alike.

The best leaders use data as a coaching tool—not a scorecard. Whether it’s how quickly they are getting through their workflows, how quickly they respond to customer enquiries, NPS scores or owner feedback, these insights help your team see the impact of their work.

Regular check-ins that highlight individual growth make progress tangible and help pinpoint opportunities for further development. The real magic happens when accountability is paired with genuine support. The most effective leaders use data as a coaching tool—to encourage, guide, and elevate their team, not just to keep score.

Beyond the basics: what sets industry leaders apart

Property management leaders who truly set themselves apart know that their influence reaches beyond day-to-day service. They recognise their role as part of the wider community—and understand that making a positive impact there naturally strengthens their business.

Community impact that builds your reputation

Social responsibility initiatives that genuinely connect with your local community create bonds that go far beyond business as usual. Agencies known for giving back attract not only top talent, but also like-minded investors who value more than just numbers.

Giving back can strengthen client relationships in unexpected ways. Owners notice—and appreciate—when their property management agency shares their values. Community involvement signals the kind of long-term thinking and reliability that investors trust.

The return on doing good is often greater than expected: stronger referrals, better team retention, and a reputation that makes future growth feel effortless. When your community sees you care, good news travels fast.

Continuous learning that works around your schedule is a must in this ever-evolving industry. The most effective business owners and leaders keep up with regulatory updates, market shifts, and emerging technologies—without drowning in information overload.

Staying ahead of market changes means staying connected: tapping into industry networks and nurturing relationships with fellow professionals. This early insight lets you guide your clients proactively, giving advice before challenges land on their doorstep.

Resilience comes from building a strong foundation—through robust systems and trusted relationships. With the right support in place, unexpected hurdles become just another part of the journey, not a threat to your business.

Your next steps toward property manager success

There’s no need to master every habit at once. Start small—small changes are what build lasting momentum.

Keep your progress simple to measure by picking a handful of key metrics and tracking them regularly. Owner satisfaction, team retention, and operational efficiency are great places to focus, rather than getting bogged down in endless data.

Those early small wins are powerful. Each one adds confidence and lays the groundwork for bigger, more ambitious improvements—making every next step a little bit easier, and a lot more achievable.

The right platform amplifies everything else. When your tools work together seamlessly, your team can focus on relationships and service delivery rather than managing multiple systems.

Ailo helps successful property managers prove their value through data that demonstrates faster response times, improved payment collection, and higher client satisfaction. These metrics become powerful tools for retaining existing clients and attracting new ones.

Getting your team on board with change requires showing them how new tools will make their work easier and more rewarding. When people see immediate benefits in their daily tasks, adoption becomes natural rather than forced.

The most successful property managers understand that great service is the most effective growth engine. You can generate awareness with marketing, but what builds trust, referrals, and retention is the experience you deliver consistently, day after day.

Ready to see how successful property managers are using Ailo to build trust, reduce friction, and grow their portfolios? Book a demo and discover what's possible when your team has the right tools behind them.

How do I build trust with property owners without micromanaging my team?

Give your team clear decision-making authority for routine issues, then use data to show owners the results. When staff feel empowered to solve problems immediately, owners notice the faster response times and smoother service delivery. It also helps to have software that shows you what your team is working on—so you can step in with support when it’s actually needed, not after the fact. With the right tools in place, you stay across the detail without hovering, and your team stays confident and accountable.

What's the best way to prove my value to property investors?

Share concrete metrics like maintenance response times, payment processing speed, and vacancy rates compared to industry averages. Transparent data demonstrates your expertise better than generic updates and justifies your management fees.

How can I standardise processes without losing the personal touch?

The key is building systems that deliver consistency for your team, while giving your investors the freedom to choose how they want to work with you. With Ailo, you can create templates and workflows for routine tasks—like inspections or maintenance updates—that save time and ensure nothing falls through the cracks. But what makes the experience personal is choice. Ailo allows investors to set their own communication and cashflow preferences, from how often they want updates to how involved they want to be in decisions around payments. That means your team doesn’t have to guess, and your clients feel genuinely seen. The result is a standardised process that still feels like a customised service.

What should I focus on first to improve my property management business?

Start with three immediate changes: faster response times to owner enquiries, standardised inspection reporting, and proactive communication templates. These improvements compound quickly and create momentum for larger operational changes.

6 habits of the high-performing property management leaders

Real estate agency owners wear a lot of hats. One minute you’re focused on winning listings, the next you’re jumping into rent roll growth, managing your team, or fielding client calls. You’re building a business – and doing it in one of the most competitive industries in Australia.

The right tools won’t just help you work more efficiently. They’ll help you scale faster, without losing sight of the relationships that built your business in the first place.

So, what tools do real estate agents use to stay ahead and build high-performing agencies? Here’s a look at the essential technology top-performing agency owners use to grow with confidence.

CRM systems: your sales and growth engine

Your customer relationship management (CRM) system is the operational core of your sales strategy. It captures every lead, nurtures long-term prospects, and keeps your team focused on the highest-value tasks.

Most successful agency owners move on from spreadsheets early. A modern CRM:

Platforms like Wise Agent and Propertybase integrate seamlessly with social media and email marketing. For teams, FollowUp Boss is a favourite for managing lead distribution. And for smaller agencies just getting started, HubSpot’s free tier is a powerful entry point.

When you’re running your own business, visibility matters. And marketing doesn’t stop with For Sale signs.

 to create polished social posts and listing materials

 to manage Facebook and Instagram campaigns

 to build high-converting landing pages for open homes or appraisals

Together, these tools help you build a brand people remember – and generate leads while you sleep.

Property management software: where Ailo comes in

If property management is part of your business, the software you choose makes a real difference to your bottom line.

Ailo is designed specifically for property management, with tools that help your team work smarter, keep investors happy, and simplify the day-to-day.

Automated investor payments, communications, and statements

Built-in inspections (including 360° camera support) that impress clients and reduce admin

Transparent maintenance workflows that keep everyone in the loop

A single platform to manage everything – no jumping between apps or losing track of tasks

And for you as the business owner? Ailo helps you 

 without adding overhead. It gives you oversight, not micro-management, and builds a better experience for your investors.

Digital contracts and e-signatures: faster, safer deals

No more chasing paperwork or waiting on a physical signature.

 streamline contracts so your team can move quickly – while maintaining compliance and audit trails.

 is a strong option if you need advanced features like notarisation or in-document collaboration. The key is choosing a platform that integrates with your existing CRM or property software.

Analytics and insights: making decisions with confidence

Gut instinct still matters. But data helps you make faster, more confident calls.

, tools like Ailo give you real-time insights into your rent roll: arrears, maintenance patterns, inspection volume, investor satisfaction, and more.

 help you understand where website traffic comes from, and which listings or campaigns are driving action. Combined with your CRM data, this can reshape your whole marketing approach.

The right tools = more time to grow your business

The best tools don’t just make your business run smoother. They give you back time – so you can focus on growing your team, winning more business, or finally taking a long weekend.

Every top-performing agency has a different tech stack. But the common thread? They invest in platforms that work together, scale easily, and help them deliver exceptional service.

Why agency owners choose Ailo for property management

If you’re running a real estate business and managing a rent roll, 

It’s more than just another piece of software. It’s a single platform that handles the day-to-day, delights your clients, and keeps your team operating at their best. And because it’s built for property management specifically, it adapts to your business as you grow.

With Ailo in your toolkit, you’re not just keeping up – you’re staying ahead.

Still wondering what tools real estate agents use to grow a successful business? These are the tools top agency owners trust every day.

What tools do real estate agents use to manage their day-to-day?

Most agency owners use a combination of tools for sales, marketing, property management, and administration. This typically includes a CRM system, design and marketing platforms, contract management tools, and software like Ailo to manage the property management side of the business.

Do I need different tools for sales and property management?

Yes. Sales-focused CRMs and marketing tools are great for managing listings and prospecting. But managing a rent roll requires more specialised software – like Ailo – that can handle inspections, investor payments, maintenance, and compliance with ease.

What’s the best CRM for a real estate agency?

That depends on your size and workflow. Wise Agent and Propertybase are popular with established agencies, while FollowUp Boss works well for teams. HubSpot is a strong starting point for newer agencies wanting a free, flexible option.

 Ailo isn’t a CRM – it’s a purpose-built property management platform. It helps you manage the operational side of your rent roll, giving you visibility, automation, and tools that keep your investors and team happy.

Which tools integrate best with each other?

Look for platforms with native integrations or support for tools like Zapier. Many CRMs integrate directly with contract tools like Adobe Sign or marketing platforms like Meta Business Suite. Ailo is built to work alongside your existing stack while replacing multiple apps across the property management workflow.

How do I know if a new tool is worth the investment?

Track the time saved and improvements in service. Ask: does it reduce manual admin? Help win or retain more clients? Make your team more efficient? Tools like Ailo typically deliver ROI by helping you scale your rent roll without increasing overhead.

What tools do real estate agents use to scale faster?

The difference between chaotic and smooth property management days comes down to organisation. Australia's highest-performing property managers don't work harder—they work smarter through proven systems and strategic workflows.

 we work with say their secret is never starting from scratch. They maintain template libraries for maintenance requests, lease renewals, and routine communications. This ensures consistency and prevents critical details from falling through cracks while maintaining professional standards across all owner interactions.

 to message urgency: Messages for urgent maintenance, email for detailed reports, push notifications for rent reminders. More channels don't equal better communication—strategic channel selection does.

Turn maintenance from reactive to proactive

 have found that building proactive maintenance schedules—supported by reliable contractors and detailed maintenance histories—can help reduce costs, prevent emergencies, and reassure landlords that their investment is in safe hands. This approach tends to foster stronger partnerships and greater peace of mind for everyone involved.

Embrace the right technology (without the overwhelm)

Consolidation is something we’re all working towards. Many agencies have found that using Ailo Projects gives their teams instant access to lease agreements, inspection reports, and payment records—no matter where they’re working from. Because Projects integrates seamlessly with your team’s workflows, collaboration becomes smoother and response times even faster, without the pain of a major system overhaul.

Many agencies have found that automating rent reminders, bill payments, disbursements, and maintenance scheduling can free up valuable time for relationship building. This approach often helps reduce payment delays while supporting the kind of personalised service that encourages long-term owner loyalty.

Leave future you a trail of breadcrumbs (they’ll be grateful).

 have found that having clear procedures for everyday scenarios, along with shared calendars and centralised records, helps teams stay on track—even when someone’s out of the office. This way, anyone can jump in where needed, and clients continue to receive seamless, reliable service.

Create accountability without micromanaging

A helpful tactic could be to implement weekly team meetings for inspection reviews, monthly performance assessments, and shared dashboards displaying key metrics. Track response times, NPS scores, and owner feedback loops to demonstrate team performance objectively.

It’s a good idea to stay informed about legislation that affects your agency. Many property managers we work with subscribe to industry updates and do quarterly policy reviews with their teams.

Insurance and documentation go hand in hand

 find that maintaining detailed records of all interactions, decisions, and property conditions. Comprehensive documentation protects your business and property owners' investments when issues arise.

Recurring compliance tasks—like smoke alarm checks, pool safety inspections, and regular routine inspections—can easily slip through the cracks in a busy office. Many property managers have found that setting up scheduled reminders or recurring to-dos helps ensure nothing gets missed.

Some agencies have found that keeping a close eye on metrics like chat response times, vacancy rates, and renter satisfaction creates a compelling story when discussing fees or renewals with owners. Checking in regularly with NPS surveys and inviting owner feedback can further showcase your dedication to service—helping you strengthen relationships and prove your value over time.

Progress—rather than perfection—is what truly moves the needle. Starting with your biggest pain point and layering in small, consistent improvements can make all the difference, especially when supported by the right software.

Platforms like Ailo help turn those incremental changes into lasting growth, freeing you to focus on delivering the kind of service and relationships that keep clients coming back.

How long does it typically take to see results from better property management organisation?

We’ve seen some agencies notice improvements within a few weeks of making small changes. Start with one area—like communication templates or inspection workflows—and build from there. Small, consistent changes compound quickly into significant time savings.

What's the most important system to implement first for better organisation?

Communication templates deliver the fastest impact. When your team uses standardised responses for common scenarios, consistency improves immediately and nothing falls through the cracks. This foundation makes other organisational improvements much easier to implement.

How can I convince my team to adopt new organisational systems?

Focus on how new systems reduce their daily stress rather than adding more work. Start with the biggest pain points your team faces and show how organisation solves these problems. Involve them in choosing solutions.

Should I automate everything or keep some processes manual?

Automate repetitive tasks like rent reminders and invoice generation, but keep relationship-building activities personal. The goal is freeing up time for high-value interactions with property owners and renters that build long-term trust.

How do I measure if my organisational improvements are actually working?

Track metrics like response times, vacancy rates, and owner satisfaction scores. Many property managers also monitor team stress levels and overtime hours. When organisation improves, these numbers typically show positive changes within a month.

Tips for becoming a more organised property manager

If you're focused on scaling your property management business, increasing profitability, and keeping investors happy — renter retention might just be your most powerful, underutilised lever.

 find themselves stuck in a reactive cycle: listing, screening, onboarding, and repeating. But behind every renter who leaves is a wave of hidden costs — vacancy loss, marketing spend, admin hours, and team burnout.

The good news? A high retention rate doesn’t just cut costs. It builds stability, strengthens client relationships, and creates better outcomes for everyone involved — your agency, your property owners, and your renters.

In this guide, we’ll unpack why renter retention matters, what a strong retention rate looks like, and how to build a strategy that makes staying the obvious choice for quality renters.

What is tenant retention in property management?

Renter retention refers to how many renters choose to 

 and continue living in the same property. It’s calculated with a simple formula:

(Number of lease renewals ÷ Total number of renters) × 100

But behind that formula lies something bigger — stronger relationships, lower costs, and better business outcomes.

The numbers tell a compelling story. Consider two agencies managing 50 properties each. Agency A maintains 80% retention while Agency B struggles at 60%. Over 12 months, Agency A deals with 10 turnovers compared to Agency B's 20. That's double the advertising costs, double the vacancy periods, and double the administrative headaches.

Smart property managers have realised that retention isn't just about avoiding turnover—it's about building sustainable, profitable relationships that benefit everyone involved.

The real cost of tenant turnover in Australia

We all know the obvious costs when a renter leaves: advertising, leasing fees, property maintenance, and those dreaded vacancy periods. But the deeper cost is often overlooked — time.

Every turnover pulls your team into a maze of admin: processing applications, conducting viewings, updating lease agreements, reconnecting utilities, and handling bonds. It’s expensive, exhausting, and unsustainable at scale.

Research shows it costs 50–75% less to 

 than to replace one. The numbers speak for themselves — but so does the impact on your team's capacity and investor relationships.

For property managers: more time, more trust, more growth

When your agency keeps great renters, your team can finally focus on high-impact work — not scrambling to fill vacancies.

You spend less time on paperwork and more time building client relationships, optimising portfolios, and 

. Retention lifts the mental load across your team and helps create a more stable, productive work environment.

For investors: predictable income, lower risk

Renter turnover is one of the biggest threats to investor returns. Every vacant day chips away at their income and confidence. But when retention is high, rental income becomes more consistent — and property owners feel more secure. That stability often leads to deeper trust and a willingness to expand portfolios under your management.

Stable housing isn’t just good business — it’s good for people. When renters stay, they get to settle into a home, build routines, form community ties, and feel respected. Renter retention isn’t about locking people in. It’s about creating an experience so positive that they genuinely want to stay.

Retention benchmarks vary across property types and regions. Generally, retention rates above 75% indicate solid performance, while anything over 85% suggests exceptional tenant satisfaction.

Regional markets often enjoy higher retention rates due to limited rental stock and stronger community ties. Metropolitan areas face more competition but also offer greater opportunities for value-added services that encourage renewals.

Response times have become the new battleground for renter satisfaction. What used to be acceptable—getting back to renters within a few days—now feels sluggish in our instant-communication world.

Fast, proactive, transparent responses to maintenance requests show you care — not just about the property, but about the people living in it. Pro tip: Use smart property management tech to automate inspections, track work orders, and communicate clearly with renters every step of the way.

 don't need to feel intrusive. A simple message asking if everything's running smoothly shows renters they're valued

Quick check-ins, friendly updates, and follow-through on promises all help build trust.

Give renters options in how they want to connect (e.g. messaging, email, phone), and be consistent in your tone. The goal? Make them feel heard, not handled.

Renewal incentives need to make financial sense for your business while providing genuine value to renters. A fresh coat of paint, updated fixtures, or minor appliances can cost less than finding new renters while significantly improving satisfaction.

Tailor your approach to the individual. A young couple might value energy-efficient upgrades; a remote worker might appreciate faster internet.

24.07.25 | Release Notes

What's New in Ailo

24 July 2025

Granular trust permissions = more peace of mind 🔐

Assign view or manage access to your trust account without making them full-blown finance admins.

Create a rent credit when receipting (with Centrepay smarts)

Change of shared tenancy just got smoother 🛠️

updates you asked for

It's the little things

1. New “Paid” column on unpaid bills screen 👀

2. External supplier payment details now visible in the bill view 💡

3. Tenancy History PDF available even without rent transactions 🧾

4. Agency Transfer Summary CSV is back 📂