Purpose
This procedure contains the necessary actions required when a managed property is handed back to the client. 

Procedure

Notice Received
•	Notice must be in writing.
•	Notice must be in accordance with the Management Agency Agreement, i.e. correct notice given.

Advise Department Manager
•	Prepare file and make appointment with the Department Manager.
•	Discuss reason for loss:
	Non Preventable Loss
o		Sale of property
o		Owner moving in
o		Owner renovating
	Preventable Loss
o		Dissatisfied Client i.e. phone calls not returned.
•	Discuss strategies for saving the Management (if a Preventable Loss).

Save Management (if applicable)
•	Offer solutions to discourage the Landlord from terminating the Agreement.
•	Diarise any items requiring follow up or later attention.
•	If items cannot be resolved by the deadline, the Landlord must be advised prior, progress report given and deadline amended.

Client Departure Confirmed
•	Prepare, confirm, save and send confirmation letters.

Update Computer/Calendar
•	Enter vacating date (Tenant) on the computer.
•	Enter the file hand over date in your calendar (diary).
 
Account Reconciliation
•	Check for any outstanding disbursements and/or invoices.
•	If outstanding disbursements and/or invoices exist, and there are insufficient funds to cover them (and no rental payments are due prior to the hand over date), cancel them on the computer and include them with the documents to be handed over.

Outstanding Invoices &/or Disbursements
•	Notify the Landlord of outstanding invoices and/or disbursements.
•	Notify Creditors with outstanding invoices and/or disbursements.

Funds - Carried Forward (Outstanding Funds Owing)
•	If there are any funds owing from the Landlord's account, change the Landlord's payment method on the computer software to “Carried Forward”.
•	As many accounts as possible, are to be finalised prior to paying the Landlord.

Hand over (File)
•	Prior to hand over date, prepare the following: 
o	Outstanding funds transferred to owners account (remove carried forward status)
o	A copy of the most recent rent statement
o	All keys held
o	A signed Change of Managing Agent Form (for the Office of Fair Trading)
o	Tenancy Application Form/s
o	The Tenant's contact details
o	Current rent and current paid to date details
o	Tenancy Agreement and Condition Report (including expired Agreements)
o	Periodic Inspection Reports
o	Rent Increase Notices (if any have been served)
o	Attornment Notices (if any have been served)
o	Termination Notices (if any have been served)
•	Also any other relevant information that would assist in the efficient transfer of Management.
•	Retain copies of all documentation for the Agency file.
•	The contents of file must be signed for by the person collecting the information and a copy kept for the Agency file.
•	Advise the Tenant that we no longer manage the property.

Finalisation Of The File
•	Archive hard and soft copy files.
•	Update the computer to show the Landlord, Tenant & Property as 	'inactive'.
•	Remove any reoccurrences for activities or tasks on the computer software.
•	Update status of the key tag to 'available'. Replace empty key tag on hook.