Purpose
This procedure contains the necessary actions when dealing with a prospective Landlord client.

Procedure
Prospective Landlord Client Enquiry Received
•	Basic details are recorded on a listing form
•	Arrange a time to meet with the Prospective Landlord Client to discuss their requirements (and how the Agency can meet and exceed them).
•	Arrange a time to inspect the property (if not already done).
•	If access to the property is not possible at this point, diarise for a future date and maintain regular communication with the Prospective Landlord Client.
•	Record details in the Agency Database

Prospective Landlord Client - Sales Department
•	An Inter Office Referral Form is completed.
•	Diarise to update the Sales Agent weekly with progress on the lead/s given.
•	Prepare, confirm, save & send documentation.

Property Management Information Sent
•	By close of business on the day the enquiry was received, the Prospective 	Landlord Client is to receive/ be sent:
o	The Agency's pre-listing kit 
o	Covering letter
o	Your business card.
•	This information is to be delivered to the Prospective Landlord Clients:
o	Place of business (increased exposure of Agency information) or 
o	To their home.
•	By hand, express post or normal post
•	Diarise to confirm receipt of the information with in 24 hours.

Property Inspection
•	The property is inspected within 24 hours of the initial enquiry (unless the property is unavailable).
•	View property with Prospective Landlord Client and take photos for advertising purposes.
•	Complete the Residential Property Listing Form in full including:
o	Inclusions (if any)
o	Special conditions the Prospective Landlord Client may want	
o	Whether pets are allowed
o	Any cleaning or maintenance required prior to advertising.
•	Confirm with the Prospective Landlord Client their:
o	Property management expectations 
o	Previous Property Management experiences
o	Concerns
o	Return expectations/commitments. 
•	Demonstrate how the Agency can meet and exceed these.
•	Discuss and sign the Management Agency Agreement, where appropriate. 
•	Arrange time to discuss your rental appraisal and advertising options.
•	If the Prospective Landlord Client is not present at the property inspection, if possible within two hours of the inspection, arrange a time to discuss the property and your recommendations. Face to face listing presentations are always preferred.  

Deliver Recommendations 
•	Prepare, deliver and finalise:
o	Comparative Rental Analysis 
o	Rental Appraisal
o	Recommendations
o	Advertising Options 
o	Fee Schedule
o	Management Agency Agreement.
•	If details and documentation not finalised, confirm details for Prospective Landlord Client to be placed on the Property Management newsletter mailing list.
•	Follow up as required, until a decision is made. 

Management Agency Agreement Signed 
•	The Exclusive Leasing and Management Authority is signed and returned to the Agency (by the Landlord Client) in one of the following ways:
o	'face to face' situation 
o	Mail 
o	Fax.
•	When signing up the Authority with the Landlord Client, special attention is to be paid to the following:
o	The repair cost limit (this should be as high as possible to provide the Agency with flexibility in authorising repairs
o	The insurance details for the property
o	A copy of the Body Corporate details
o	The supply of 2 full sets of keys by the Landlord Client (vacant) 
o	The supply of 1 full set of keys (occupied).
•	After signature by the Landlord Client, the Agreement is checked for accuracy and completeness.
•	If the Agreement was not received personally, contact is made with the 	Landlord Client to confirm receipt, within two hours of receipt.
•	If any essential information is missing, immediate contact is made with the Landlord Client to obtain the information. 
•	Documentation and keys are prepared for further processing

Property Purchased for Investment
•	It is preferred that an Exclusive Leasing and Management Authority is not signed until settlement has occured.
•	In the event that the purchaser wishes to commence marketing prior to settlement, written agreement must be received from both Solicitors agreeing to the above. 
•	In the event the property is leased prior to settlement (again, not an ideal situation) all rental income earned prior to settlement must be paid to the vendor and not the purchaser.
•	Must have Exclusive Leasing and Management Agreements signed by both vendor and purchaser

No Agreement Authorised
•	Where a Prospective Landlord Client declines to sign an Agreement, by close of business the following documents are sent:
o	Thank You Letter 
o	“What Could We Do Better?” Survey 
o	An invitation to be placed on the mailing list for the Property Management newsletter (staying in contact, even if they have chosen another Agent).
•	Follow up the completion and return of the Survey.
•	If the Prospective Landlord Client signed with another Agency, monitor their leasing progress:
o	Days on market
o	Price adjustments
o	Advertising (e.g. no photos on website).
•	Follow up as appropriate.
•	Disclaimer must be on all correspondence