The Care Factor Redefining Property Management at McGrath Coast & Hinterland
Nicole May discovers that the quality difference in a property manager is truly worth looking for. It is the distinction in the quality of care and how a proactive approach – rather than a reactive one – protects a client’s most valuable asset.
At McGrath Coast and Hinterland, communication isn’t simply a part of their service; it’s the foundation of it. With a portfolio of over 850 properties spanning from the northern reaches of the Sunshine Coast to the Hinterland and down toward North Brisbane, they have quietly built one of the largest operations in the region. Yet for Jodie and David Hedley-Ward, the goal isn’t a large rent roll; it is the quality of the relationship.
“An investment property is often a client’s most valuable asset and represents their future,” Jodie explains. “It deserves proactive asset management rather than just reactive monitoring.”
Together, Jodie and David lead a team backed by more than 120 years of combined industry experience, operating out of two key locations in Caloundra and Beerwah to ensure every corner of their territory is covered by someone who knows the local areas personally. A positive culture of teamwork and support is immediately clear when stepping into the McGrath Coast and Hinterland office in Caloundra. While many agencies see sales and rentals as separate brigades, Jodie and David have integrated them and believe it is what differentiates them.
“Our property management team and our sales team sit together, and we’re all connected,” Jodie notes.
This teamwork is reinforced by the principals’ direct involvement; unlike many agencies, Jodie and David attend every weekly property management meeting to review feedback, celebrate wins of the week, and ensure the team is thriving. They agreed that a happy, supported team is the key to exceptional service.
“We hear all too often in property management that calls weren’t returned, emails were left unanswered, maintenance issues were left unresolved and important updates arrive too late,” said Jodie. “And this is why we are so passionate about looking after our team, we want to ensure that they are happy in their positions, so that they can provide the best possible care to our clients.”
Property owners deserve to know what is happening with their investment at all times. Whether it’s a routine inspection, maintenance recommendation, tenancy update or rental review, the clients at McGrath Coast and Hinterland receive frequent communication designed to keep them informed and confident that the team are working in their best interest.
Jodie and David invest heavily in prioritising support and mental health for their staff. This includes having two dedicated Operations Managers who provide support to assist the team through challenging situations and legislative changes. They also facilitate regular team-building events, such as a recent crystal candle-making class, to connect the team and ensure they’re working in a positive environment.
Something unique about the property management at the McGrath office is that the property management roles are divided to provide a dedicated service that goes beyond the standard; the team utilises a hybrid model of specialist roles, which is quite rare in real estate. This ensures that properties are managed efficiently and effectively with a friendly level of service.
Deb Fleming, the team’s New Client Consultant, is the first point of contact for new landlords, focusing on a transparent and welcoming onboarding process; and Lara Kavanagh is the Leasing Consultant who works closely with Deb to find wonderful tenants.
“By having Lara focus specifically on leasing and meeting prospective tenants, the senior property managers are freed from being out and about constantly, and this allows them to build better relationships and be there for their clients,” Jodie explains.
Katie Mocker then delivers routine inspections and, according to Jodie, she delivers an exceptional level of care to all her clients.
“She doesn’t just inspect; she builds relationships,” Jodie said.
Katie is known for leaving behind cards and little treats – like lollies or flowers – for tenants to show appreciation for how they maintain the home. This is the difference, because a successful investment property strategy is about much more than rent collection. It is about protecting the physical condition of the property, ensuring legislative compliance, identifying opportunities to improve returns, reducing risk and preserving long-term asset value.
“We don’t wait for problems to occur,” Jodie says. “We work to identify opportunities and potential issues before they impact our clients, and this proactive mindset helps minimise costly surprises while ensuring our landlords remain well-positioned in an ever-changing market.”
In today’s market, successful property ownership requires much more than simply securing a tenant and hoping for the best. Statutory requirements continue to evolve, maintenance costs are increasing, tenant expectations are changing, and every decision made throughout a tenancy can have a significant impact on the long-term performance of an investment.
That is why, while their service at McGrath is personal, their backend is high-tech. Technology has transformed property management, providing greater transparency, efficiency and accessibility than ever before. Jodie explains that at McGrath, the team embrace innovation and the team utilises leading technology platforms to streamline processes, improve reporting and provide owners with greater visibility over their property.
The greatest benefit for landlords is the instant rent disbursement. Instead of waiting for fortnightly or end-of-month payments, landlords are paid as soon as the tenant’s rent lands – usually within 24 hours.
“If someone has a mortgage and associated costs, they can pay that money into their mortgage weekly and have funds sitting there for emergencies…it makes a big difference,” David explains.
This technology also automates daily reconciliations, removing a major source of stress for property managers, allowing them to focus entirely on client communication.
“But technology should never replace relationships,” he says. “When important decisions need to be made, our clients don’t want to speak to an automated system. They want advice from an experienced professional who understands their circumstances and can provide genuine guidance.”
Expert training and local accountability are also at the forefront for Jodie and David, especially in an era where many companies are sending their services offshore to cut costs, McGrath Coast and Hinterland remain proudly local.
This means every person managing a property has actually been there and knows the local market. To keep their team at the forefront of the industry, Jodie and David provide comprehensive training, such as full-day Professional Development sessions to ensure every staff member is upskilled on legislative changes in Queensland, providing landlords with the confidence that their assets are in expert hands.
Ultimately, Jodie and David view property management as a partnership built for the long term. Whether it is a beachside residence or a hinterland acreage, they offer an exceptional level of care and accountability – treating every investment as if it were their own.
MEET DEB FLEMING
As New Client Consultant at McGrath Coast & Hinterland, Deb Fleming combines almost a decade of industry experience with specialist property management expertise. Passionate about protecting her clients’ investments, Deb stays at the forefront of legislative changes, compliance requirements and best-practice asset management strategies. Her proactive approach, attention to detail and commitment to outstanding service provide landlords with the reassurance that their investment is being professionally managed and carefully protected at every stage. If you are ready to switch to McGrath or want to know more, reach out to Deb today.
Mobile: 0488 771 626 | Email: debfleming@mcgrath.com.au
