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A bold move to build a rent roll from scratch with the latest digital payments technology and a new breed of property management platform is paying dividends for a rapidly rising Sydney agency.
NU Management, a boutique agency specialising in leasing and managing residential properties, has organically built a rent roll of close to 150 properties since its launch in 2022. Its director Grant McKay is one of the guests of the forthcoming REB Masterclass which explores the future of real estate payments.
McKay has been in the real estate industry for almost two decades. He also has an extensive background working in international five-star hotels. He moved from executive property sales roles to business development in property management specialist companies over a decade ago.
“I’d been in the property management space for over 10 years. I was in the business of growing rent rolls for other companies,” McKay told REB ahead of the panel discussion at the REB Masterclass.
“I’d already established a name for myself and built up my contacts when I launched NU Management. The contacts and referral partners gave us the springboard from day one.”
Customer service propels business
NU Management has grown its business through word-of-mouth from existing clients and referral partners, including financial planners, accountants, mortgage brokers, buyer’s agents and sales agents.
He also touted the delivery of proactive customer service to his clients as his business’s greatest achievement. He underscored that creating a positive experience for landlords and tenants is key to succeeding in property management.
“I always come back to my training in five-star hotels,” he said.
“You can be efficient and professional in your job by knowing your craft, the legislation in your space, and what the parameters are for creating solutions and solving problems. But that’s not the most important factor. It’s about creating those relationships and connecting with your customer.”
Revolutionising property management
Alongside this, McKay said he wanted to represent “a new way and change in the industry” by adopting a tech business mindset.
At the center of this was the decision to start with a property management platform built around automated payments, enabling him to launch his agency without a trust account.
“I knew that there was talk of whether trust accounting is relevant. How long will it be around?” McKay said.
“I questioned it as a function of the business.”
Instead, McKay opted for Managed, an end-to-end property management solution built around secure digital rental payments.
McKay said the platform aligns with his goal of providing a fresh, client-focused service proposition.
“There’s no need for reporting and auditing, and we’re not doing the reconciliation. That’s reduced costs. It’s removed the responsibility of those funds from us and [reduced chances of] manipulation of the funds,” he said.
“That’s allowed us to simplify business operations and focus on leasing and managing properties. It also provides a sense of control, visibility and transparency for landlords, tenants and tradies.”
Turning the tide
The inaugural REB Stellar Agencies 2025 report showed that four out of the fastest-growing 10 agencies have opted for a property management platform built around automated direct payments, while a quarter favour automated payments over a trust account. NU Management was just outside the 2025 ranking, but looks on track to make the grade next year.
McKay noted, however, that clients require education around how digital rental payment platforms work and why it is safer than “old school” trust accounting. He and his team detail how Managed and the payments process function when they onboard new landlords and tenants.
“If you introduce it as part of that onboarding process, you don’t have any further problems,” McKay said.
“We help them set up their own profile and navigate the portal. Managed also provides terrific YouTube clips. We frequently send links to our clients and answer all queries.”
While interest around automated payment platforms is increasing, property managers and their clients want clarity around how they work, what the benefits are, and whether they meet strict regulatory requirements.
REB Masterclass to shed light on secure digital payments
To demystify automated payments and why agencies are increasingly looking for an alternative to a trust account, REB will host a masterclass revealing how forward-thinking agencies are leveraging these solutions to enhance compliance, security and efficiency.
REB editor Liam Garman will lead the discussion with a panel of experts including:
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Grant McKay – director at NU Management
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Ashlea Merlo – director at The Property Collab
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Rohith George – chief operating officer at Managed
Click here to register for the masterclass and don’t miss out!
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