Payal helped the reviewer sell this property

We hired professionals but ended up doing much of the work ourselves

Choosing a property manager and sales agent comes down to trust, communication and knowing your interests are being represented. Unfortunately, our experience with The Roof Real Estate fell well short of those expectations. The property was managed as a rental for around two years before being listed for sale. Throughout both stages, communication was inconsistent. Updates often required follow-up, return calls were delayed or never received, and we frequently felt we were driving the process rather than being supported. When the tenants vacated unexpectedly, leaving possessions, damage, cleaning requirements and unpaid rent, we expected the agency to take control. Instead, much of the responsibility fell back on us. The cleaning and maintenance contractor engaged by the agency repeatedly failed to complete the agreed work to a satisfactory standard, yet the quality was continually defended. My family and I ultimately spent considerable time deep cleaning, repairing and presenting the property ourselves so it was ready for sale. The sales process was handled fairly from an administrative perspective, but we questioned whether our interests were being fully represented. The property was advertised between $599,000 and $630,000, yet the first genuine offer of $570,000 was quickly recommended for acceptance. While we understood the market conditions had recently changed (CGT and Negative Gearing) we accepted due to other circumstances, but felt there was limited negotiation to improve the outcome. The biggest disappointment was the customer service. After settlement there was no phone call, message or acknowledgement following what had been a lengthy and stressful process. That lack of follow-up reflected our overall experience. I don't expect perfection, but I do expect clear communication, proactive management and confidence that an agency is advocating for its client. Unfortunately, that wasn't our experience, and I wouldn't choose to engage this agency again.