Ok service, poor communication with maintenance items

Overall, my experience with Harcourts as a company has been fine. Their systems, including the Bricks+ Agent Portal, is easy to use but, my concerns relate specifically to the level of service provided by my property manager rather than Harcourts itself. The biggest issue has been the lack of investigation before maintenance requests are sent to me for approval. As the landlord, I frequently find myself asking basic questions that should have been asked of the tenant before the request reached me. For example, I received a maintenance request stating only that a "shower screen was leaking." The property has three showers, yet there was no indication which one was affected, no photos, and no information on whether the leak was caused by a blocked drain, worn silicone, or damage requiring replacement. It took around five emails back and forth—and ultimately intervention from the property manager's supervisor—to obtain information that should have been provide from the start. Maintenance concerns were also only raised when I proposed a rent increase. The increase was within Queensland guidelines and remained below market rates according to multiple rental appraisal websites, yet additional issues suddenly surfaced during that process. Finally, there was a roof leak insurance claim where the insurer inspected the property, found no evidence of leaks, and documented that the tenant confirmed there were no roof leaks. Three months later, I was told the tenants were unhappy paying the proposed rent "especially with the roof leaks," despite the issue having already been investigated and closed. I expect a property manager to gather complete information, verify facts, and proactively manage communication before presenting matters formally. Better attention to detail and a severe increase in communication, would significantly improve the service. At this stage, because of this management experience, we would not recommend Harcourts to manage properties.