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

Procedure

Prospective Tenant Enquiry Greeted
•	All Prospective Tenant enquiries are treated in a warm, professional manner.
•	Prospective Tenant enquiry includes:
o	Walk in
o	Phone
o	Email
o	Internet
o	Fax
o	SMS
o	Open home
o	Referral
o	Database.
•	Interview the Prospective Tenant:
o	Collect Prospective Tenant details and determine rental requirements
o	Complete the Rental Enquiry Form.
•	Place Rental Enquiry Form in the appropriate tray for processing.
•	Enter the Prospective Tenant's details into the Database. 

Locate Suitable Properties And Arrange Viewing
•	Prepare a list of suitable properties to show the Prospective Tenant.
•	Make an appointment, if a suitable property is available.
•	If the suitable property is occupied, this appointment must be approved by the occupants. Minimum 24 hours notice in advance is required under RTA.
•	Diarise the appointment.
•	The appointment is confirmed on the day, (if it is not conducted on the day it is made) with both the Prospective Tenant and the occupant of the property to be viewed.

Property Viewing Conducted
•	The property is demonstrated to Prospective Tenants by either:	
o	Open For Inspection
o	Private Appointment
•	Confirm with the Prospective Tenant details of the property including:
o	Rent
o	Rental bond
o	Fixed term
o	Date property available
o	Parking 
o	Laundry facilities
o	Special conditions
o	Pets
•	Updated Rental List is given to the Prospective Tenant.
•	If the property is being demonstrated by “Open for Inspection”, a Rental Open House Report is completed and details are discussed or sent to the Landlord Client.

Property Is Suitable - Tenancy Application Form
•	Any Prospective Tenant (upon request) is provided with Tenancy Application Form to complete. 
•	The Prospective Tenant is informed of the Application process including:
o	Proof of Identification requirements
•	Hard copy application must have privacy statement signed or it will not be processed.

Property Not Suitable 
•	Continue to show other properties which meet the Prospective Tenant's needs.
•	If no properties are available, contact the Prospective Tenant regularly, keeping them updated. 
•	Confirm that the Prospective Tenant would like to be added to property database for regular rental property updates.
•	Update database to reflect Prospective Tenant status.
•	Offer support and advice.

Tenancy Application Form Is Received 
•	Every Prospective Tenant to be living in the property is to complete an Application Form.
•	The Prospective Tenant completes all relevant details on the Tenancy Application Form:
o	Full name
o	Current address
o	Current contact details
o	Preferred lease terms (commencement date, lease term and price)
o	Previous tenancy details (if less than 1 year, request prior details)
o	Employment details (if less than 2 years, request prior details)
o	Emergency contacts
o	Pets
o	Any work required to the property
o	Reads Privacy Statement
o	Signs Application  
•	Request '100 Points' of Identification as outlined below:
o	One form of proof must include a photo of the prospective Tenant:
o	Drivers licence 40 points
o	Passport 40 points
o	Birth certificate 30 points
o	Other photo ID 30 points
o	Medicare card 20 points
o	Current wage advice 20 points
o	Previous 2 rent receipts 20 points
o	Motor vehicle registration certificate 10 points
o	Bank statement 10 points
o	Telephone account 10 points
o	Electricity account 10 points
o	Gas account 10 points
•	Photocopy identification and staple to the Tenancy Application Form.
•	Where applicant has not provided '100 Points' of identification, make alternative arrangements for the 100 Points to be provided as soon as possible.
•	The Application is placed in the appropriate tray, to be processed. 

Tenancy Application Is Processed
•	Begin completing the Tenancy Application Checklist.
•	The Prospective Tenant is contacted within 1 working day to: 	
o	Acknowledge receipt of the Application 
•	Obtain or clarify any incomplete information.
•	The Prospective Tenant is advised that the Application will be checked, the Landlord Client's approval sought and a decision on the Application communicated to the Prospective Tenant in 24 - 48 hours.
•	Using the Tenancy Application Checklist and  the Tenancy Application Form commence processing the Application.
•	As much detail as possible is recorded, such as specific comments from:
o	Employers
o	Current and previous Landlord Clients/agents
o	Other referees.
•	A Tenancy database investigation is carried out, the results printed including a credit check and stapled to the Application.
•	If the Application is delayed while waiting for references (e.g. awaiting returned calls) contact the Tenant and advise them of the situation.

Approve/Decline The Application
•	Review the Application. 
•	Unless instructed otherwise, contact the Landlord Client for a decision regarding the Application.
•	If the Landlord Client approves/declines the Application, complete the “Application Verification submitted to Landlord Client” section (Page 3 of the Tenancy Application Form).

Tenancy Application -  Approved
•	Confirm that the Agency has authority to sign the Tenancy Agreement on the Landlord Client's behalf as per the Management Agency Agreement.
•	The Prospective Tenant is advised and an appointment is made to sign the Tenancy Agreement 
•	Advise that the appointment will take approximately 15- 30 minutes.
•	Inform the Prospective Tenant they will need to bring the following to the appointment:
o	Two bank cheques or money orders (1) for the Rental Bond payable to RTBA and (1) for initial rent in advance  payable to Our Company Estate Agents.
•	Inform the Prospective Tenant that the Agreement cannot be executed until all documentation/payments are received.
•	Inform the Prospective Tenant of utility connection requirements
•	Remove the property from (once lease agreements signed and first months rent paid):
o	Property List 
o	Internet sites
o	Window display
o	Media Advertising.
•	Remove the signboard from the property (if there is one) or place a "Leased" sticker on the signboard. The signboard register is updated accordingly. 
•	Update the database to reflect Prospective Tenant's status.
•	Enter the new Tenant's details on the computer system (unless already done).
•	Diarise for completion of the Condition Report and any other items that are required prior to the signing of the Tenancy Agreement. 

Tenancy Application - Declined
•	Where the Application has been declined by the Agency or the Landlord Client, the Prospective Tenant is contacted and informed of the reason(s) for declining the Application.	Anti-Discrimination Laws are adhered to at all times.
•	If the Prospective Tenant declines the property, the Landlord Client is contacted and informed reason(s) for declining the property.
•	The database is updated to reflect the Prospective Tenant's status and 	continue searching for a suitable property or the Prospective Tenant(s) collects declined Tenancy Application/Agency destroys.