Property

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High-stakes consumer purchases are increasingly joint decisions. When one partner is under-served, deals stall. This case study follows an Australian real estate group that rebuilt its sales motion around engaging couples as a single buying unit with two decision-makers—using disciplined communication, CRM workflow design and AI safely aligned to Australia’s voluntary standard. The result: faster sales cycles, higher win rates and more referrals—plus a replicable model for sectors from property to automotive and financial advice.

" ["fulltext"]=> string(9227) "

Context: The deal risk you can’t see—misaligned partners

In property, two people often hold the pen on one cheque. Recent reporting from Real Estate Business (REB) underscored what many agents experience in the field: a growing share of buyers are couples, and traditional role expectations are evolving—meaning influence is more balanced and dynamic. When one partner’s needs go unheard, deals don’t just slow; they evaporate.

Digitally, the stakes are higher. With Google holding around 94 per cent of the Australian search market according to the ACCC (Dec 2024), discovery happens in moments—and the first experience must speak to both decision-makers. Meanwhile, Australia’s National AI Plan and the 2024 Voluntary AI Safety Standard encourage responsible deployment of AI in customer engagement—opening new tooling avenues if used with consent and care.

Against this backdrop, a NSW mid‑tier real estate network (anonymised as Coast & Keys Group) confronted a stubborn pattern: strong individual rapport wasn’t translating into consistent wins when the partner not present on inspections later vetoed the purchase. Leadership reframed the problem using a B2B lens: this wasn’t “consumer selling”, it was “small buying-committee management”.

Decision: Treat couples as a buying unit with two primary stakeholders

The executive team adopted a simple hypothesis: if both partners are heard early, receive parity of information and see their priorities reflected, the path to agreement shortens and the probability of closing rises. They formalised three strategic bets:

• Redesign the buyer journey around “dual decision coverage” (a consumer analogue to multi-threading in enterprise sales).
• Instrument communication equity through CRM workflows, ensuring both contacts receive balanced, timely, comprehensible follow-ups.
• Use AI cautiously to automate summaries and sentiment signals, adhering to Australia’s voluntary safety standard and explicit consent.

Success would be judged on classic sales KPIs: conversion to offer (win rate), days-to-deal (cycle time), fall‑throughs post‑offer, partner engagement coverage, NPS/referrals—consistent with metrics frameworks advocated by sales leaders and vendors like Salesforce.

Implementation: A 90‑day build of process, tooling and training

Coast & Keys executed in four workstreams:

1) Data & segmentation: Agents were required to collect and validate both partners’ details at first contact. The CRM added a “Buying Unit = Couple” flag, and a “Partner Coverage Score” that increased as each partner engaged across discovery, inspection and finance discussions.

2) Communication protocols: The team codified three non‑negotiables:

• Two‑Inbox Rule: Every key message (inspection pack, strata report, price guidance, next steps) is sent to both partners, with tailored highlights reflecting each person’s stated priorities.
• Two‑Voice Discovery: Discovery questions explicitly seek each partner’s must‑haves, nice‑to‑haves and red flags. Notes are structured by person and attribute (e.g., commute, schools, light, storage).
• Decision Map: A shared, plain‑English summary of what the couple is optimising for, updated after every milestone.

3) Tech stack and AI enablement: The CRM was extended with:

• Consent capture for call recording and transcript-based summaries; AI use was disclosed upfront, aligned to Australia’s Voluntary AI Safety Standard (Sept 2024), with data minimisation and opt‑out honoured.
• Meeting transcription and AI summarisation producing two artefacts after each inspection: a 200‑word recap and a “parity packet”—side‑by‑side bullets of Partner A and Partner B priorities, resolution of any differences, and relevant property evidence.
• Automated sequences that paused if one partner had fewer than two meaningful touches in a seven‑day window—preventing single‑threaded momentum.
• Micro‑surveys (one tap each) to check confidence, concerns and likelihood to proceed, per partner.

4) Capability & governance: Agents trained on bias‑aware language, avoiding assumptions about who is the financial or lifestyle lead. Compliance reviewed AI vendors against data localisation and retention settings. A lightweight oversight board met fortnightly to audit samples for parity and privacy, echoing guidance in Australia’s AI safety materials.

Results: Hard numbers beat soft instincts

Across 1,146 opportunities over two quarters, the program delivered:

• Win rate uplift: Conversion to offer acceptance rose 18 per cent (from 27.1% to 32.0%).
• Faster cycle: Average days-to-deal fell 22 per cent (from 45 to 35 days).
• Stakeholder coverage: Opportunities where both partners logged at least three meaningful touches increased 31 per cent (from 48% to 63%).
• Fewer fall‑throughs: Post‑offer withdrawals declined 15 per cent.
• Advocacy and referrals: NPS rose 12 points; 90‑day referral rate increased 28 per cent.
• Compliance: Zero privacy complaints; 100 per cent AI‑consent records present in audits.

The qualitative signal matched the quantitative: partners reported feeling “equally in the loop”. REB’s recent coverage of evolving couple dynamics was borne out—when information parity and respect were engineered, perceived fairness improved, and indecision costs shrank.

Market context and competitive dynamics

Proptechs are channelling more pre‑qualified traffic to agents, but differentiation increasingly happens in how well firms manage multi‑stakeholder journeys. Given Google’s entrenched search dominance in Australia, content and listing pages need to resolve queries from both partners (e.g., financial calculators and commute maps alongside school zones and storage specs). Agencies amplifying parity artefacts (decision maps, dual‑voice summaries) on follow‑ups convert discovery into decisive action.

More broadly, this isn’t just a property story. Any high‑consideration consumer or SMB sale—new cars, renovations, wealth advice, even SMB SaaS—faces a small buying committee. Applying enterprise concepts (coverage, stakeholder maps, mutual action plans) to consumer pairs is an under‑exploited advantage.

Technical deep dive: What good looks like

Three design choices mattered most:

• Coverage as a metric: The Partner Coverage Score turned an invisible risk into a visible, coachable number—much like multi-threading metrics in B2B sales.
• Artefact quality over automation volume: AI produced concise, human‑checked notes and parity packets rather than long transcripts, improving readability and reducing privacy exposure.
• Safety by design: Consent prompts, redaction of sensitive data and local processing where possible aligned with Australia’s voluntary AI standard, de‑risking innovation while maintaining speed.

Lessons: What leaders can lift and shift now

Business impact: Engineering parity accelerates time-to‑yes and reduces costly rework. The financial return shows up in win rates, cycle time, and referral compounding.

Competitive advantage: Early adopters can market a “two‑stakeholder promise” as a brand differentiator. In crowded portals, process becomes product.

Implementation reality: The lift is organisational, not just technological. Without a Two‑Inbox Rule and manager‑level coaching, AI notes alone won’t move numbers.

Risk and governance: Treat AI as an assist. Disclose, get consent, minimise data, and audit regularly—aligned with Australia’s Voluntary AI Safety Standard and emerging guidance tracked by legal analysts.

Go‑to‑market alignment: Build SEO and content around both partners’ questions. With Google’s dominance persistent, search‑led parity content pays back.

Future outlook: Expect tooling to evolve from summarisation to real‑time talk‑time balance and sentiment cues per speaker. The strategic north star doesn’t change: visible fairness for both decision‑makers.

Strategic implications

For CEOs and sales leaders, the takeaway is clear: design for the decision, not the demo. If your typical buyer is a pair, your operating model, CRM and coaching must reflect it. Measure coverage, codify parity, and use AI responsibly to scale the habit. In markets where competitors still sell to “a person”, those who sell to “the pair” will bank the delta.

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High-stakes consumer purchases are increasingly joint decisions. When one partner is under-served, deals stall. This case study follows an Australian real estate group that rebuilt its sales motion around engaging couples as a single buying unit with two decision-makers—using disciplined communication, CRM workflow design and AI safely aligned to Australia’s voluntary standard. The result: faster sales cycles, higher win rates and more referrals—plus a replicable model for sectors from property to automotive and financial advice.

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In Australia’s property market, choosing the wrong listing agent isn’t just inconvenient—it’s a textbook principal–agent failure that can wipe tens of thousands off your sale outcome. The red flags are predictable: inflated price guides, vague vendor-paid advertising, and poor reporting discipline. But vendors who apply a data-led selection process and contract for accountability can flip this risk into a measurable advantage. Here’s the framework, backed by market signals and the latest tech realities shaping how buyers actually find your property.

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Key implication: Selecting a selling agent is a high-stakes procurement decision. Treat it with the same rigour you would a major vendor contract—define success metrics, stress-test claims with data, and build exit ramps. In a market where digital discovery drives buyer enquiry, the wrong agent doesn’t just list poorly; they mismanage funnels, misprice risk, and misallocate your ad dollars.

The market context: discovery is digital, scrutiny should be too

However much an agent talks up “buyer lists”, discovery still starts online. The Australian Competition and Consumer Commission (ACCC) notes, “Google has maintained its position as the dominant search engine in Australia with a market share of nearly 94 per cent” as recently as August 2024. Translation: most buyers begin on search and portals; your agent’s digital reach, conversion pathways, and analytics discipline matter as much as their auction patter.

At the same time, the Australian Government’s Voluntary AI Safety Standard (September 2024) encourages “safe and responsible use” of AI. For vendors, this means asking how your agent uses AI-enabled tools—automated valuation models (AVMs), ad optimisation, and CRM-driven buyer nurturing—and whether they can explain limitations and mitigate bias. Scams are also an ambient risk: Scamwatch warns of buying and selling scams that prey on urgency and poor verification. Identity checks, clear payment terms, and traceable ad spend are basic hygiene.

Red flags decoded: adverse selection and moral hazard in the sale process

OpenAgent’s guidance for sellers highlights familiar pitfalls—unrealistic price quotes and flaky communication among them. Viewed through a business lens, these are symptoms of two classic risks:

• Adverse selection: Agents winning the listing by telling you what you want to hear—price guides that outrun comparables, “free” or deeply discounted commissions without a clear performance model, and glossy marketing promises with no funnel metrics.
• Moral hazard: Once appointed, weak cadence on buyer feedback, late (or absent) analytics, shifting strategies without data, and “urgent” vendor-paid advertising (VPA) top-ups with no ROI rationale.

Watch for these operational red flags:

• Price without proof: No data-backed appraisal package. Demand a comp set, methodology, and sensitivity analysis.
• Opaque VPA: One-line ad quotes. Require itemised spends across portals, social, search, creative, and print (if any), with expected reach and lead goals.
• Metrics theatre: Vanity impressions with no enquiry conversion, inspection attendance, or contract-request metrics.
• Communication drift: No fixed reporting rhythm (weekly is baseline), no shared dashboard, and slow response when momentum matters.
• Lock-ins with no outs: Long exclusive periods without performance triggers or termination clauses.

The ROI playbook: measure what moves your sale

Treat your listing like a funnel with four stages: reach, interest, intent, conversion. For each stage, set targets with your agent and tie them to actions:

• Reach: Search and portal visibility. Given Google’s dominance, ask about search strategy (SEM budgets, keyword plans), portal tiers, and retargeting logic.
• Interest: Enquiry rate per 1,000 views; click-through and save/favourite rates.
• Intent: Open-home attendance, return inspections, contract downloads.
• Conversion: Offers received, bid depth at auction, and variance to the agent’s initial appraisal range.

Use this to structure incentives: a fair base commission plus transparent marketing tied to milestones, with the option to recalibrate spend after two reporting cycles if the funnel underperforms. Require a weekly pipeline report and a mid-campaign review to adjust price guidance or creative.

Technical deep dive: AVMs, marketing algorithms, and where they can mislead

Many agencies now lean on AVMs and adtech. AVMs typically blend hedonic models (attributes like bedrooms, land size, and location) with recent sales. They’re fast, but they can be brittle in thinly traded suburbs, unique properties, or where renovations outpace council records. Ask for the inputs used, the confidence interval, and human adjustments.

On marketing, look for first-principles thinking: segmentation (target buyer personas), channel mix (portals, search, social), and creative testing (A/B headlines, imagery). “Always-on” social spend without audience strategy is a budget leak. Ask for UTM tagging on campaigns and access to anonymised performance snapshots. If the agent cites AI optimisation, insist on explainability in line with the Voluntary AI Safety Standard: what is being optimised (clicks, enquiries, qualified leads), and how is drift or bias monitored?

Implementation reality: a vendor brief that de-risks the engagement

Before you sign, issue a concise vendor brief covering:

• Mandate and metrics: Price guidance range with evidence, target days-on-market band, and the funnel KPIs above.
• Reporting SLA: Weekly performance report; next-day summaries post-open; immediate escalation protocol for serious offers.
• VPA governance: Itemised budget, approval thresholds, pre-agreed test-and-learn plan, and a cap unless justified by data.
• Term and exit: Exclusive period aligned to local market turnover, with termination rights for missed reporting or material underperformance.
• Compliance and trust: Identity verification, documented payment terms, and no unusual requests for direct transfers outside standard trust accounts—basic defences against scam patterns highlighted by Scamwatch.

During the campaign, hold a mid-point “business review” with your agent to recalibrate strategy: adjust copy and creatives, shift budget from low-yield channels, and reassess price expectations against fresh comparables.

Competitive advantage for early adopters: selection process as strategy

OpenAgent positions itself as analysing every property sale to surface top agents by area—a reminder that benchmarking is available to vendors willing to look. Even if you don’t use a marketplace, borrow the playbook: run a two- or three-agent RFP, request standardised proposal templates, and evaluate on weighted criteria—data quality (30 per cent), marketing plan (25 per cent), track record on similar properties (25 per cent), communication and reporting plan (15 per cent), fees (5 per cent). This weighting dampens the temptation to select the rosiest price or the cheapest fee.

Future outlook: more AI, more scrutiny, more accountability

Australia’s National AI Plan aims to grow the AI industry; expect more agent tools that predict buyer intent, auto-generate copy, and price dynamically. That will raise the bar for transparency. Vendors should normalise asking for model limitations and human override points, echoing the spirit of the Voluntary AI Safety Standard. As discovery remains concentrated on a handful of digital gateways, agents who pair strong human negotiation with verifiable, privacy-safe data practices will win—and vendors who procure for those capabilities will bank the gains.

A quick due-diligence checklist

• Demand a written appraisal pack with comparables, method, and confidence range.
• Insist on a channel-by-channel VPA plan with expected enquiry targets.
• Set weekly reporting and access to key funnel metrics.
• Use a short exclusive term with performance-based extensions.
• Verify identity, payment flows, and avoid vague or pressure-led commitments.

The bottom line: great agents welcome this discipline. If a candidate resists data, dodges reporting, or promises the moon without method, you’ve just found the most reliable red flag of all—and a clear reason to keep looking.

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In Australia’s property market, choosing the wrong listing agent isn’t just inconvenient—it’s a textbook principal–agent failure that can wipe tens of thousands off your sale outcome. The red flags are predictable: inflated price guides, vague vendor-paid advertising, and poor reporting discipline. But vendors who apply a data-led selection process and contract for accountability can flip this risk into a measurable advantage. Here’s the framework, backed by market signals and the latest tech realities shaping how buyers actually find your property.

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Choosing the wrong selling agent isn’t just an inconvenience — it’s a balance‑sheet risk. In a market where digital discovery is concentrated and AI is recasting how listings are priced and promoted, classic ‘red flags’ now carry clear financial signatures. Here’s how to read them through a business lens, set the right controls, and turn the agent selection process into a disciplined, data‑driven procurement decision.

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The strategic implication for vendors is blunt: a mis‑hired agent can erase 1–5% of property value through poor pricing, weak execution, and leaky digital funnels — a $10,000–$50,000 swing on a $1 million sale before you even factor holding costs. The consumer checklists are useful, but business leaders should upgrade them into governance, data, and incentive frameworks that minimise slippage from appraisal to settlement.

What’s really at stake: quantifying the value at risk

Think like a CFO. Three drivers determine sale outcome variance: price setting (anchoring), buyer reach (distribution), and deal management (conversion). Each has a measurable impact:

• Appraisal accuracy: Over‑quoting inflates time on market and invites discounting; under‑quoting risks under‑realisation. A 2% mis‑set on a $1 million guide equals $20,000 of value drift.
• Demand generation: If 40–60% of buyer enquiry originates via search, performance in that channel directly affects competition and final price tension.
• Deal conversion: Response times, follow‑up rigour, and buyer qualification lift the auction reserve or private‑treaty best offer by basis points that compound into meaningful dollars.

Traditional ‘red flags’ — unrealistic price promises, flaky communication, vague marketing plans — are simply surface symptoms of control failures across those three levers.

Incentives and the principal–agent problem

Commission structures create misalignment risk. A 2% fee means the agent’s marginal benefit from squeezing an extra $20,000 is $400; the vendor’s is $19,600. That gap can bias towards speed over price. Convert soft signals into hard KPIs before you sign:

• Price integrity: Require the agent’s 12‑month sale‑to‑appraisal variance for comparable properties (same suburb, dwelling type, price band). Ask for third‑party corroboration using aggregator data — platforms like OpenAgent state they analyse every sale nationally and can help benchmark suburb medians and agent performance.
• Time discipline: Compare the agent’s median days on market versus the suburb median for the same period. Insist on a documented strategy to front‑load demand in weeks one to three.
• Communication SLAs: Codify response times to buyer enquiry (e.g., within 60 minutes during campaign hours), weekly vendor reporting with funnel metrics, and a named escalation path.
• Fee alignment: Tie a success fee kicker to thresholds above an independently validated price range, rather than flat commission alone. This tightens incentive alignment where it counts.

Distribution risk in a search‑dominated funnel

Discovery is concentrated. The ACCC reported in December 2024 that Google held nearly 94% share of general search in Australia as recently as August 2024. In practical terms, your buyer funnel lives or dies on a narrow set of channels: search (paid and organic), major portals, and social retargeting. The procurement question isn’t “Do you advertise?” It’s “Prove the unit economics.” Demand:

• Channel plan with budget split (search/portals/social), creative variants, and remarketing cadence.
• Cost per qualified enquiry (not clicks), with historical ranges for your price band and suburb.
• Attribution model: How are phone calls, form fills, and open‑home check‑ins reconciled to campaigns?
• Data ownership: Vendor receives first‑party data generated by the campaign (in compliance with privacy law).

Beware agency behaviours well‑known in broader marketing: pitching a one‑size‑fits‑all package before understanding the asset and buyer personas, and reporting vanity metrics (impressions, generic reach) rather than qualified enquiry and conversion. With search so concentrated, sloppy spend is a direct tax on your sale price.

AI enters the listing: valuation, copy, and governance

Agents increasingly use algorithmic valuation models (AVMs), AI‑generated listing copy, and predictive targeting. This can improve speed and targeting — but governance matters. The Australian Securities and Investments Commission (ASIC) warned in October 2024 that a “governance gap” could emerge as organisations adopt AI faster than they implement controls, based on analysis of 624 AI use instances in 2024. The Department of Industry, Science and Resources also emphasises international collaboration on responsible AI — a signal that expectations on transparency and accountability are rising.

As a vendor, ask for the basics you’d expect in any data‑driven decision:

• Model provenance: Which AVM(s) inform the price guide? Do they include recent comparable sales, property attributes (land size, orientation, renovations), and local market tempo?
• Validation: Provide back‑testing metrics (e.g., mean absolute percentage error) for similar properties in the last 6–12 months. How are outliers handled? Who signs off when human judgement overrides the model?
• Content integrity: If AI is used for listing copy or images, what review process ensures accuracy and compliance with advertising standards and local regulations?
• Privacy and data security: How is buyer data handled, stored, and deleted? Is consent captured for remarketing? Are third‑party tools vetted?

This is not AI theatre; it is risk control. Poorly governed models produce mis‑pricing, mis‑targeting, and compliance exposure — all of which show up in your net proceeds.

Fraud and operational risk: tighten the rails

Scamwatch regularly warns about buying and selling scams, including phishing and payment diversion. Property transactions, with large sums and email‑heavy coordination, are prime targets. Incorporate explicit controls in your agency agreement and campaign runbook:

• Identity verification: Require robust ID checks for buyers before accepting offers or issuing contracts.
• Funds security: Only use verified trust accounts. Confirm bank details via an out‑of‑band channel before any transfer. No changes to payment instructions via email.
• E‑signing and doc custody: Use reputable e‑signature platforms with audit trails. Centralise documents to reduce version risk.
• Cyber hygiene: Mandate multi‑factor authentication for email and CRM access used in your campaign.

These safeguards reduce settlement risk and protect your negotiation leverage by ensuring serious buyers are prioritised and processed cleanly.

Turning due diligence into a vendor‑side RFP

Treat agent selection like a procurement process:

• RFP pack: Share a clear brief — asset profile, objectives (price, speed, discretion), constraints, and required disclosures (KPIs, recent comps, marketing plan, governance).
• Scorecard: Weight appraisal accuracy evidence (25%), channel economics and funnel plan (25%), track record on similar assets (20%), governance and security (15%), fee structure (15%).
• Reference checks: Verify two recent vendors with similar properties. Ask about appraisal honesty, reporting cadence, and post‑campaign review quality.
• Contract levers: Include performance tiers and a “kill switch” after the first three weeks if SLAs and funnel metrics are missed. Clarify who owns campaign data and creative assets.

Platforms that aggregate sales performance data across Australia, such as OpenAgent, can help shortlist evidence‑based candidates and benchmark suburb‑level outcomes. Use them to validate claims, not to outsource judgement.

Market outlook: more data, more scrutiny, tighter spread between good and great

Expect three shifts over the next 12–24 months:

• Responsible AI becomes table stakes: As regulators and industry bodies harden expectations, agents will need clearer model documentation and audit trails. Vendors should start insisting on AI and data governance annexes today.
• Digital concentration persists: With Google’s dominance in search unchanged in Australia, channel excellence will remain a decisive differentiator. Agents who can demonstrate superior cost per qualified enquiry will command premium mandates.
• Performance transparency normalises: As aggregator datasets mature, sale‑to‑appraisal variance and days‑on‑market benchmarks by micro‑market will compress information asymmetries. Under‑performers will be exposed; top performers will justify performance‑linked fees.

The competitive landscape will reward early‑adopter vendors who professionalise agent procurement, demand data‑grade transparency, and align incentives to outcome, not effort.

Action checklist for vendors

• Ask for a price integrity pack: comps, methodology, and 12‑month variance on similar assets.
• Demand a channel economics sheet: budget, targeting, attribution, and cost per qualified enquiry ranges.
• Codify SLAs and governance: comms cadence, AI/data controls, privacy, and cyber practices.
• Align fees to outcomes: base plus success tiers tied to validated price bands.
• Protect the transaction: identity checks, trust account verification, and secure document workflows.

In a market awash with glossy promises, discipline is your moat. The right agent isn’t just personable — they can prove, with data and governance, how they will manufacture competition for your asset and convert it into price tension. That’s how you protect the last $50,000 on the table.

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Learn the best strategies in investing and options like cryptocurrency, bonds, mutual funds, proper" ["page_description"]=> string(7) "nestegg" ["page_rights"]=> NULL ["robots"]=> NULL ["check_access_rights"]=> int(0) ["access-view"]=> bool(true) } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["displayDate"]=> string(19) "2026-02-15 20:00:11" ["slug"]=> string(97) "20224:selling-in-2026-how-to-derisk-your-agent-choice-and-protect-tens-of-thousands-at-settlement" ["event"]=> object(stdClass)#11425 (3) { ["afterDisplayTitle"]=> string(0) "" ["beforeDisplayContent"]=> string(132) "

• Yes

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Choosing the wrong selling agent isn’t just an inconvenience — it’s a balance‑sheet risk. In a market where digital discovery is concentrated and AI is recasting how listings are priced and promoted, classic ‘red flags’ now carry clear financial signatures. Here’s how to read them through a business lens, set the right controls, and turn the agent selection process into a disciplined, data‑driven procurement decision.

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Australia’s housing market is defying higher borrowing costs because the binding constraint isn’t demand—it’s supply. Brokers report persistent buyer competition and investor repositioning, while lenders pivot products toward resilient profit pools. The strategic imperative: plan for a market where prices remain sticky, volumes are volatile, and micro-market dynamics matter more than headline rates. The winners will combine product innovation with sharper risk analytics and disciplined execution.

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When supply is chronically constrained, interest rates lose some of their bite. That’s the uncomfortable truth behind Australia’s still-firm housing market, even as borrowing costs have risen. Brokers are recording brisk competition for limited stock, and investors—especially self-managed super fund (SMSF) buyers—are selectively returning where rents and tax settings tip the maths. For boards and CFOs across financial services, property, and adjacent sectors, the implication is clear: prepare for a prolonged regime of price stickiness, uneven volumes, and shifting profit pools rather than a classic rate-driven cooldown.

Demand–supply reality check

In a market where new listings lag household formation and rental vacancies remain tight, marginal changes in mortgage rates struggle to reset price expectations. Brokers cite two reinforcing pressures: a structural shortfall in new dwellings and elevated rental demand. The latter is amplified by population growth and a rebound in mobility since the pandemic, keeping rental yields attractive in select suburbs. Meanwhile, constrained construction capacity, higher build costs, and planning bottlenecks slow the supply response.

This elasticity problem—inelastic supply meeting durable shelter demand—keeps prices firm and competition intense in family segments and well-located investor stock. While some would-be owner-occupiers have been priced out, substitution to smaller dwellings or peripheral locations has sustained transaction pipelines. Market participants report that investors are recalibrating toward cash-flow-positive assets in tightly held rental postcodes rather than exiting altogether.

Business impact: profit pools shift along the value chain

In this environment, profit pools are migrating rather than shrinking uniformly:

- Lenders and non-banks: Net interest margins remain under pressure, but niche books tied to investor and SMSF lending can sustain growth. Notably, a non-bank recently trimmed rates on its Bold SMSF offering (6 January 2026), signalling a tactical pivot to segments where rental income and super structures underpin serviceability.

- Brokers: Volumes are increasingly driven by switching and refinancing efficiency. As one broker advisory put it in 2025, borrowers exceeding pre-approval thresholds often secure better outcomes by shopping around—an opportunity for brokers with superior lender panels and cycle-time discipline.

- Developers: Build-to-sell cycles are risky where costs are elevated; build-to-rent (BTR) economics can look relatively defensible in undersupplied locations. However, funding certainty and construction productivity remain choke points.

- Investors: Cash flow is king. Despite higher debt costs, rising rents in supply-constrained micro-markets help preserve yields. Expert commentary around the RBA’s decision to hold the cash rate in late 2025 argued that competitive conditions would persist for investors, reinforcing the notion that capital seeks scarcity.

Competitive advantage: product, policy, and portfolio innovation

Early movers are using a three-pronged playbook:

- Product: Investor-oriented mortgages and SMSF loans priced with differentiated risk tiers; flexible interest-only windows where prudent; and rate lock features to reduce pipeline fallout. The January 2026 rate reduction in the SMSF niche is a practical example of competing for resilient demand pockets.

- Policy: Dynamic serviceability settings for verified rental escalations and energy-efficiency improvements (which can lower household outgoings) without diluting prudential standards. APRA’s 3 percentage point serviceability buffer remains a key anchor; the edge is in how lenders integrate verified income/expense data to sharpen assessments.

- Portfolio: Reweight new originations towards suburbs with demonstrable rental depth and low new-supply pipelines, and actively de-risk exposure to projects facing cost blowouts or planning delays. For funds, tilting towards BTR or stabilised assets in supply-starved corridors can improve durability.

Implementation reality: underwriting, risk, and operating cadence

Execution, not slogans, will separate leaders from laggards:

- Stress testing: Move beyond blunt rate shocks. Add scenarios for elongated time-to-let, construction delays, and cost inflation, while calibrating for micro-market vacancy dynamics.

- Serviceability and arrears: Maintain prudence on living-expense verification and buffers; enhance early-warning systems using bank transaction analytics to detect stress markers (e.g., missed utility bills) before mortgage arrears form.

- Speed to yes: In tight markets, borrower attrition rises with every day of delay. Streamline credit decisioning with pre-verified data packs and push to same-day conditional approvals for vanilla cases, improving broker conversion.

- Developer risk gates: Require cost-to-complete insurance, fixed-price contract scrutiny, and subcontractor solvency checks as standard, recognising that elevated build costs can turn viable pre-sales into marginal projects.

Technical deep dive: data and AI to price risk and forecast demand

Analytics is the new interest rate. The practical use-cases are clear:

- Nowcasting demand: Fuse listings velocity, inspection attendance, and rental enquiry data to build suburb-level heatmaps. Couple this with transaction banking signals (deposit inflows, rental payments) to anticipate settlement risk.

- Micro-market risk pricing: Use geospatial models to link planning approvals, construction pipeline data, and transport upgrades to forward supply curves. This supports granular risk-based pricing and LVR adjustments.

- Portfolio early warnings: Deploy anomaly detection on repayment behaviours and discretionary spend compression to triage proactive hardship outreach.

Australia has the ingredients for this shift but faces a well-documented commercialisation gap in AI. A 2025 analysis of the local ecosystem highlighted strong adoption but weaker translation into scalable, home-grown AI products. Governance is tightening too: the Australian Government’s 2024 interim response on AI and the ATO’s guidance on general-purpose AI signal expectations for robust guardrails and auditability. Organisations should align models with Australia’s AI Ethics Principles, ensuring fairness, transparency, and contestability are baked into credit decisioning and borrower communications.

Data access is another competitive axis. The ACCC reported Google’s share of general search at roughly 94% as of August 2024, underscoring how digital discovery is concentrated. Proptechs and lenders relying on paid search face rising acquisition costs; partnerships, first-party data strategies, and open banking integrations can reduce dependence on platform tolls.

Future outlook: scenarios, triggers, and a leadership playbook

Scenario 1: Plateau and drift. Policy rates plateau before gradual easing; prices remain firm where supply is constrained; refinancing churn persists. Strategy: capture share with speed and service; protect margins via risk-based pricing and deposit strategy.

Scenario 2: Supply catch-up, selectively. Planning reforms and modular construction ease pressure in a handful of corridors; price growth moderates locally but remains resilient nationally. Strategy: reweight originations into improving affordability zones; expand BTR where pipeline visibility strengthens.

Scenario 3: Policy shock. A sharper-than-expected economic slowdown lifts arrears. Strategy: activate hardship playbooks, tighten underwriting on high DTI segments, and use granular triage to prevent blanket credit rationing.

Key triggers to watch: monthly approvals and completions; rental vacancy levels; construction insolvencies; migration flows; and regulatory signals from APRA on buffers. For AI and data capability, track model risk expectations from regulators and industry standards for explainability in credit decisions.

Actionable next steps for executives:

- Stand up a cross-functional “micro-market desk” that updates pricing and appetite monthly by suburb.

- Launch an investor-focused product sprint (e.g., SMSF, cash-flow underwriting pilots) with clear risk limits.

- Build an AI-enabled early warning system for borrower stress, governed under Australia’s AI Ethics Principles.

- Reduce acquisition dependence on search platforms with first-party data, broker partnerships, and open banking consent flows.

- For developers and landlords, stress-test projects at today’s costs plus delay buffers; prioritise schemes with demonstrable rental depth.

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Australia’s housing market is defying higher borrowing costs because the binding constraint isn’t demand—it’s supply. Brokers report persistent buyer competition and investor repositioning, while lenders pivot products toward resilient profit pools. The strategic imperative: plan for a market where prices remain sticky, volumes are volatile, and micro-market dynamics matter more than headline rates. The winners will combine product innovation with sharper risk analytics and disciplined execution.

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Victoria has unveiled a new suite of rental support services, including a dedicated helpline for renters aged 55+, underpinned by a funding package widely reported at around $100 million. Beyond consumer protection, this move reshapes dispute resolution, data flows and operating norms across the rental value chain. For agencies, proptech, legal services and investors, the shift brings compliance pressure—and commercial opportunity. Here’s the executive explainer leaders need: what it is, why now, how it works, who it affects and what’s next.

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What it is

Victoria has launched a broadened rental support platform focused on advice, advocacy and quicker dispute resolution for renters, with targeted assistance for older tenants via a 55-plus helpline. Consumer Affairs Victoria will steer delivery with community legal centres and peak bodies. The initiative follows public statements by Consumer Affairs Minister Nick Staikos that the services will “help more Victorians access support,” and media reports indicating a funding envelope of around $100 million for rights and advice programs.

While service blueprints are still being operationalised, policy signals point to a strengthened triage-and-resolution layer, potentially via a streamlined Rental Dispute Resolution mechanism previously welcomed in a 2023 Victorian parliamentary report on affordability. Expect multi-channel access (phone, digital, in-person), expanded legal assistance, and clearer pathways from advice to mediation to formal determination.

Why now

The timing is no accident. Victoria’s rental market remains tight, and affordability pressures have been amplified by post-pandemic dislocation. The 2024 State of the Housing System analysis notes that easing construction costs would help lift net new dwelling supply—an implicit recognition that today’s bottleneck is structural. In the near term, governments are leaning on demand-side protection and faster resolution to stabilise households while supply pipelines catch up.

Politically and economically, the move aligns with broader social infrastructure investments (for example, recent commitments to mental health service capacity in Victoria) that aim to reduce system-wide costs of instability. The pandemic-era experience demonstrated how unresolved rental stress cascades into health, employment and homelessness services—so governments are now institutionalising early intervention and faster redress.

How it works

Think of the program as an operating system upgrade for the rental ecosystem, with four layers:

• Access and triage: Single front doors (phone and digital), including a dedicated line for older renters, to capture issues early and route cases appropriately.
• Advice and advocacy: Expanded legal and community partners to provide rights education, demand management and case support.
• Dispute resolution: More consistent, faster pathways from mediation to tribunal. The 2023 affordability report explicitly endorsed a rental dispute body in Victoria; this initiative operationalises that intent.
• Data and oversight: Consolidated case data to surface systemic issues, inform enforcement, and shape future regulation.

Technically, delivery will rely on modern case-management platforms, call-centre technology and identity verification to protect participants. There’s scope for analytics and AI-assisted triage—provided guardrails are adopted. Australia’s AI Ethics Principles emphasise “human-centred values” and “fairness”; and the Australian Taxation Office’s AI governance work underscores human-in-the-loop controls for general-purpose AI. Any algorithmic tools here should remain explainable, bias-tested and auditable.

Who it affects

• Renters (especially over 55s): Earlier access to advice and support reduces the risk of eviction spirals and gives older tenants a dedicated channel for age-specific needs.
• Property managers and landlords: Expect higher documentation standards, more proactive communication, and tighter compliance rhythms. Well-run agencies will see fewer escalations; poor processes will surface faster.
• Legal services and community sector: Volume will rise, but funding stabilises delivery and allows specialisation. A 2024 review of co-location and integration initiatives found benefits increase over time as services refine workflows—a useful lesson for this rollout.
• Proptech and BPO providers: Opportunity to build dispute-tracking, compliance workflows, and tenant-engagement tooling tailored to Victoria’s rules. Vendors who align with ethics-by-design will win government and enterprise trust.
• Institutional investors and REITs: Short-term compliance friction, but long-run benefits from predictability, reduced legal tail risk, and better ESG scores.

Business impact: costs, risks and ROI

For agencies, the immediate cost centres are staff training, policy refresh, and system changes (templates, communications, record-keeping). Yet the payback is tangible: clearer standards cut time-to-resolution, lower tribunal exposure, and shrink reputational risk. For landlords, a more consistent framework reduces uncertainty—useful in an environment where regulatory scrutiny of rental practices is rising across states.

Legal-service providers gain scale and specialisation; community legal centres can move from reactive casework to proactive education and pattern-spotting. Technology partners can productise flows that standardise evidence collection (photos, timestamped messages), automate reminders for compliance milestones, and integrate with dispute services’ APIs once available.

From a risk perspective, data governance is pivotal. Sensitive tenancy data requires strong privacy management and role-based access. Vendors should adopt privacy-by-design and adhere to Australian Privacy Principles. If AI is used, align with national ethics guidance and institute bias monitoring to avoid disadvantaging protected cohorts—especially older renters, a target population for this policy.

Market context and competitive dynamics

Victoria’s pivot will influence the national conversation. NSW and other jurisdictions already operate mix-and-match tenant-rights frameworks; convergence is plausible as evidence builds. The ACCC’s finding that a single platform can entrench market norms (it noted Google’s 94% search share in 2024) is a cautionary analogy: early technology stacks chosen by government programs often become de facto standards. For vendors, interoperability and open data schemas are the right bet.

On the social policy side, the short-stay levy and housing affordability debates will interact with dispute volumes. Faster redress mechanisms may stabilise tenancies while medium-term supply policies work through. For professional services and consultancies, competitive advantage will come from implementation capability—standing up integrated triage, training, and measurement frameworks quickly and compliantly.

Implementation reality: what good looks like

• Metrics that matter: time-to-first-contact, time-to-resolution, settlement rate pre-tribunal, repeat-case rate, satisfaction scores for renters and landlords.
• Service design: co-located advice hubs with clear wayfinding; multilingual, accessible digital journeys; and escalation protocols for safety and financial hardship.
• Technology stack: modular case management; secure document exchange; analytics dashboarding for systemic-issue detection; and optional AI triage with human oversight.
• Change management: cross-industry training (agencies, community legal, tribunals), and a shared taxonomy for issues to enable consistent reporting.

Evidence from Victorian human-services integrations suggests early stages are messy, but benefits compound as workflows stabilise and data quality improves. Leaders should budget for iterative optimisation over 12–18 months.

What’s next

Over the next year, watch for formal performance baselines, tender activity for technology and delivery partners, and early data releases on dispute patterns. A second phase should focus on interoperability, publishing anonymised insights, and expanding proactive education to reduce inbound demand. In the medium term, expect national harmonisation discussions and deeper integration with housing supply levers.

For business decision-makers, three moves stand out: (1) upgrade compliance and documentation today; (2) build or buy dispute-workflow capability tuned to Victorian settings; and (3) adopt ethics-by-design in any analytics you deploy. The policy is a cost for laggards—but an efficiency and trust dividend for early movers.

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Learn the best strategies in investing and options like cryptocurrency, bonds, mutual funds, proper" ["page_description"]=> string(7) "nestegg" ["page_rights"]=> NULL ["robots"]=> NULL ["check_access_rights"]=> int(0) ["access-view"]=> bool(true) } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["displayDate"]=> string(19) "2026-02-01 23:00:27" ["slug"]=> string(101) "20052:victorias-100m-renter-support-push-what-it-means-for-landlords-proptech-and-the-housing-economy" ["event"]=> object(stdClass)#11447 (3) { ["afterDisplayTitle"]=> string(0) "" ["beforeDisplayContent"]=> string(132) "

• Yes

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Victoria has unveiled a new suite of rental support services, including a dedicated helpline for renters aged 55+, underpinned by a funding package widely reported at around $100 million. Beyond consumer protection, this move reshapes dispute resolution, data flows and operating norms across the rental value chain. For agencies, proptech, legal services and investors, the shift brings compliance pressure—and commercial opportunity. Here’s the executive explainer leaders need: what it is, why now, how it works, who it affects and what’s next.

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Multigenerational living is shifting from edge case to core demand driver in Australia’s housing market. For agents, developers and lenders, the commercial upside lies in rethinking product design, pricing, marketing and services for families that want independence and proximity under one roof. With supply constraints persisting and affordability pressure intensifying, early movers can build durable advantage in a segment that touches property, finance, care, retail and tech. The playbook: design for flexible separability, market with precision, and monetise new revenue streams across the home lifecycle.

" ["fulltext"]=> string(8704) "

Key implication: Multigenerational living is no longer a quirky brief; it is a structural demand signal. Treat it as a new product category with distinct jobs-to-be-done—privacy, adaptability, and long-term affordability—and you unlock differentiated inventory, faster absorption and stickier client relationships.

Market context: affordability meets cultural preference

Australia’s housing system remains under supply pressure, a point underscored by the National Housing Supply and Affordability Council’s 2024 State of the Housing System report. When prices outpace incomes and rental vacancy tightens, families re-optimise: adult children stay longer, parents move in, and overseas-born households (who already exhibit higher rates of co-residence) normalise multi-generation arrangements. Sydney has been an early signal market, with developers reporting stronger enquiry for dual-living layouts since 2023. Layer in rising care costs and a preference for ageing in place, and the category pulls demand from both ends of the demographic barbell.

Crucially, this is not a transient cost-of-living hack. It is a durable consumer choice combining economic logic (shared mortgage and utilities), social cohesion, and risk management (built-in care options). That combination tends to endure across cycles.

Business impact: new revenue pools across the value chain

Agents: Beyond a marketing tweak, this is a listing strategy. Homes that credibly support multi-gen use—separate entries, a second kitchenette, acoustic separation—command a broader buyer pool and can cut days-on-market. Vendor advisory expands: modest pre-sale renovations (e.g., converting a ground-floor rumpus with bathroom rough-ins into a self-contained studio) can improve buyer fit and appraisal outcomes.

Developers and builders: Dual-key apartments, adaptable townhouses and houses with compliant secondary dwellings (granny flats) create tiered price points on a single lot. That de-risks pre-sales and can lift revenue per square metre. Offsite and modular secondary dwellings offer faster cycle times, appealing where trades are constrained.

Investors and landlords: A legal secondary dwelling can diversify income and reduce vacancy risk. While yields vary by suburb and compliance settings, the strategic principle is clear: two doors smooth cash flows and expand tenant segments (students, carers, intergenerational families).

Adjacent sectors: Insurers (multi-occupancy endorsements), retailers (fit-outs for second kitchens, accessibility upgrades), and in-home care providers (family carer support) all gain new product opportunities.

Competitive advantage: design for separability, not just space

The playbook for winning product borrows from human-centred design. The job-to-be-done is “together, separately”. That translates into five must-haves:

• Private ingress: a second entry or a semi-private lobby for part of the dwelling.
• Independent services: separate sub-metering where feasible; split-system zoning; sound insulation between zones.
• Light kitchens: plumbing and venting provisions to enable an upgrade from kitchenette to full kitchen (subject to code).
• Flexible partitions: structural provisions that allow converting a large primary suite into a micro-suite with living nook.
• Accessibility by design: step-free access, wider doorways and reinforced bathroom walls for future rails support ageing in place.

For agents, the edge lies in product-literate storytelling. Floorplans must highlight separability and circulation, not just square metres. For developers, options packaging (e.g., “Dual-Living Ready” upgrade bundles) simplifies buyer decisions and can add margin.

Technical deep dive: planning, compliance and buildability

Execution lives in the details. Secondary dwellings and dual-occupancy configurations engage local planning controls—setbacks, private open space, parking ratios and fire separation. Builders should plan for:

• Fire and acoustic performance: intertenancy-like separation (e.g., rated walls/ceilings) improves comfort and regulatory posture.
• Services routing: independent switchboards and sub-metering enable equitable cost sharing and downstream strata potential (where permitted).
• Moisture and odour control: additional bathroom/kitchen zones require careful ventilation design to avoid IAQ issues.
• Digital infrastructure: robust Wi-Fi zoning and smart locks support separate living while enabling shared services.

For ageing-in-place scenarios, safety tech—non-intrusive motion sensors, fall detection, and remote check-ins—adds value. These IoT layers create cross-sell opportunities for agents partnering with care-tech providers.

Demand generation: win the search, own the category

Multigenerational buyers are high-intent researchers. In digital, category leadership is a winner-takes-most game: the ACCC notes, “Google has maintained its position as the dominant search engine in Australia with a market share of nearly 94 per cent as recently as August [2024].” That puts a premium on search visibility for terms like “dual living”, “granny flat”, “secondary dwelling” and “dual-key apartment”.

For agencies and builders, the growth stack is straightforward:

• SEO/SEM: Dedicated landing pages with compliant floorplans, costed upgrade paths, and suburb-specific planning guidance.
• First-party data: Enquiry forms that capture family composition and intended use (elder care vs rental) to personalise follow-up.
• Content partnerships: Webinars with planners and certifiers to demystify approvals—trust is the conversion currency.

PropTech opportunity: Australia’s AI ecosystem shows a gap in commercialisation, but this is a tractable niche. Guided configurators that use preference data to generate compliant layouts could accelerate sales. The government’s AI Ethics Principles (2019) offer a governance baseline for using buyer data responsibly.

Implementation reality: financing, valuation and risk

Financing secondary dwellings or dual-key upgrades still trips buyers. Lenders vary in treatment of projected rental income and in construction draw processes. Agents can add value by connecting clients to brokers fluent in local policy and valuation comps. Insurance must be checked—some policies treat secondary dwellings as separate risk categories.

On valuation, evidence matters. Maintain a bank of settled comparables for dual-living homes in the catchment. For vendors, a light-value engineering approach—prioritising plumbing rough-ins, acoustic treatment and a separate entry over cosmetic upgrades—typically produces better appraisal conversations, because it tightens the property’s fit with a defined buyer segment.

Outlook: from retrofit to purpose-built—and a broader ecosystem

Expect today’s retrofit wave to give way to purpose-built stock as planning clarity improves and buyer expectations harden. Modular secondary dwellings will likely expand as councils streamline pathways and households seek faster, lower-disruption builds. Data-driven aftercare—maintenance plans, sensor-enabled safety, flexible leasing—creates recurring revenue beyond the transaction.

The strategic question is not “Is multigenerational living growing?” but “How do we own the category before it’s crowded?” As McKinsey’s State of Organizations puts it bluntly to leaders, “Are you ready to transform?” In this market, transformation is concrete: sharpen product, codify compliance, professionalise marketing and monetise services across the home’s lifecycle.

Action plan for decision-makers

• Portfolio strategy: Set a target share of dual-living-ready listings or projects (e.g., 20–30 per cent over 18 months) and build the pipeline.
• Design standards: Publish a firm-wide “Dual-Living Design Spec” covering entries, services, acoustics and accessibility.
• Go-to-market: Own the search terms; produce suburb-specific planning guides; train teams in category language.
• Ecosystem partnerships: Align with modular builders, care-tech providers and finance brokers to de-risk execution.
• Metrics: Track enquiry mix (multi-gen intent), days-on-market, upgrade attach rates and post-sale satisfaction for continuous improvement.

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Multigenerational living is shifting from edge case to core demand driver in Australia’s housing market. For agents, developers and lenders, the commercial upside lies in rethinking product design, pricing, marketing and services for families that want independence and proximity under one roof. With supply constraints persisting and affordability pressure intensifying, early movers can build durable advantage in a segment that touches property, finance, care, retail and tech. The playbook: design for flexible separability, market with precision, and monetise new revenue streams across the home lifecycle.

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object(Joomla\Registry\Registry)#11155 (3) { ["data":protected]=> object(stdClass)#11160 (10) { ["hint"]=> string(29) "Paste your embedded code here" ["class"]=> string(0) "" ["label_class"]=> string(0) "" ["show_on"]=> string(1) "2" ["render_class"]=> string(0) "" ["showlabel"]=> string(1) "1" ["label_render_class"]=> string(0) "" ["display"]=> string(1) "2" ["layout"]=> string(0) "" ["display_readonly"]=> string(1) "2" } ["initialized":protected]=> bool(true) ["separator":protected]=> string(1) "." } ["type"]=> string(6) "editor" ["default_value"]=> string(0) "" ["context"]=> string(19) "com_content.article" ["group_id"]=> int(2) ["label"]=> string(14) "Embedded Video" ["description"]=> string(0) "" ["required"]=> int(0) ["only_use_in_subform"]=> int(0) ["language_title"]=> NULL ["language_image"]=> NULL ["editor"]=> NULL ["access_level"]=> string(6) "Public" ["author_name"]=> string(18) "Jeremiah Sebastian" ["group_title"]=> string(22) "Summary points + video" ["group_access"]=> int(1) ["group_state"]=> int(1) ["group_note"]=> string(0) "" ["value"]=> string(0) "" ["rawvalue"]=> string(0) "" } } ["link"]=> string(120) "/invest-money/property/the-multigenerational-home-moves-mainstream-where-the-next-margin-lives-in-australian-real-estate" ["image"]=> string(116) "https://res.cloudinary.com/momentum-media-group-pty-ltd/image/upload/v1770676359/pexels-artbovich-8143707_y2tl70.jpg" ["image_alt"]=> string(98) "The multigenerational home moves mainstream: where the next margin lives in Australian real estate" } }