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TKO001000Property management manualTKO001000
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TABLE OF CONTENTS
Property Management-Arrears Control
Arrears Management
Orders for possession
When tenants pay all arrears
Breach Procedures
Abandoned Goods
General Breach
Overdue Landlord Invoices
Rental Arrears
Termination of a Tenancy Agreement
Tribunal
Tenant Eviction
Enquiry Procedures
Prospective Landlord Client
Prospective Tenant
Steps for Listing
General Procedures
Accessing an Occupied Property
Boards Up/ Down
Bond Lodgement Forms
Cash Rental Payments
Digital camera use
Desk Management
File Archiving
Filing
Hard Copy File Creation
Ideal Week Property Management - Admin
Key Movement
Key Naming
Lost Properties
New Authority Documents Online
New Tenant Leases
Property Marketing
Printing Off Photos
Registered Post Documents
Rental Advertising
Reports for End of Week
Signing Up New Tenant
Soft Copy Document Saving
Soft Copy Folder Creation
Standard task list for Property Managers away
Tenant Welcome Pack
Vacating Letters
Management Procedures
Condition Report
Lease Agreement & Rental Review
Periodic Inspection
Open Packs for Saturdays
Rental Appraisal
Rental Increase
Repairs & Maintenance
Property Handover Procedures
Agent to Client
Agent to Tenant
Client to Agent
Taking over Property from another Agent
Tenant to Agent
Property Management Operations
Intention to vacate (all tenants)
Negotiating access with tenants
Premature intention to vacate (additional rules)
Property maintenance
Routine Inspections
Tenancy Tribunal hearings
Tenants request for further tenancy agreement
Tenant's reference
Vacated property inspection and bond refund
Withdrawal of intention to vacate
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Arrears Management

Purpose
In this procedure, the property management team follows up late payment of rent.  This procedure starts when the Property Management Administrator checks rent payments.  It ends when the tenant pays the rent there is an order for possession.

Landlords can lose a lot of money if the Tenants defaults on paying rent.  It is the company's responsibility to follow up late rent rapidly and efficiently, and to take action as necessary

Procedure
Tenants must pay rent in advance by the date shown in their Tenancy Agreement.

Property Manager
•	If the Tenant makes a partial rent payment, sends a statement of account that show the payment and the balance owing.
•	Every Monday and Thursday morning:
o	Prints a rent in arrears list
o	If a tenant is in arrears, checks that the company has up to date contact information.  For example, checks the Repairs and Maintenance Register for recent contact details.  Updates the following with the new contact information:
o	Property Management Master Record
o	Tenants Database
o	Send the following letters to tenants who have not paid rent:
•	Rent Reminder (1 to 5 days)
•	Final Notice (12 to 14 days) (copy to landlord)
•	Termination Notice (over 14 days) (copy to landlord)
o	Records the late payment in the Tenants Database
•	If sending a termination notice, applies immediately to the tenancy tribunal for an order for possession (see tenancy tribunal hearings)

Termination notices rules
•	Set the date to vacate at 17 days (14 days + postal delay) after the date you send the notice
•	Send the notice by registered post
•	Be able to show evidence at a Tenancy Tribunal hearing that you sent this notice correctly.

Orders for possession

Purpose
In this procedure, the property management team follows up an order for possession, ensuring that the Tenant moves out.  This procedure starts when the Tenancy Tribunal serves an order for possession notice on the Tenant.  It ends when the Tenant has left the property.

By the time the Tenancy Tribunal makes an order for possession, the Landlord has already lost a lot of money.  The Landlord needs the property to be vacant as soon as possible.  The company is providing good service if this happens quickly and efficiently.

Procedure
Property Manager
•	Assesses whether the Tenant is likely to comply.  If not likely, notifies the Senior Property Management Consultant
•	Tries to inspect the property immediately after the time for vacating the property
•	Inspects the property immediately after the Tenant leaves
•	Sends a copy of the Property Condition Update to the Leasing Consultant, with a memo saying that the property is vacant
•	Records the end of tenancy in the Tenants Database
•	(When the warrant for enforcing the order for possession arrives) Notifies the Tenant that the company has this warrant and the powers that it grants.  
•	Attempts to reach agreement with the Tenant about moving out
•	If there is no agreement or the Tenant does not leave, delivers the warrant to the police for execution (Police execute the warrant within 14 days)
•	Sends details of the charges that the Landlord has to pay to the Accounts Receivable Administrator
•	Conducts a rent appraisal and presentation for the Landlord 

When tenants pay all arrears

Purpose
In this procedure, the Tenant who was in arrears pays all money owing and the Property Management Administrator withdraws any order for possession.  This procedure starts when the Tenant pays all arrears.  It ends when the Property Management Administrator sends a statement to the Tenant.

If a tenant pays all arrears it is important to acknowledge this payment and withdraw any orders for possession.  

Procedure
Property Management Administrator
•	Receives payment of all arrears from the Tenant
•	Notifies the Property Management Consultant
•	Sends a statement to the Tenant
•	Records the payment in the Tenants Database

Property Manager
•	If the company had issued a Termination of tenancy notice, acknowledges payment by visiting or telephoning the Tenant
•	Notifies the Senior Property Management Consultant
•	Stops action on any Tenancy Tribunal hearing or order for possession (Sends  the withdrawal notice on back of the hearing application form by fax)

Abandoned Goods

Purpose
This procedure contains the instructions for handling goods that appear to be abandoned.

Procedure

•	We must contact Consumer Affairs if a tenant has been evicted or abandons a premises and leaves goods behind.
•	We fill in the Consumer Affairs 'Request for Goods Left Behind Form' and fax to Consumer Affairs 9627 6223
•	The representative attends the property and provides us with instructions for the goods. If most of the goods left behind are worthless, then they can be disposed of. If the goods left behind are worth something, there are procedures to deal with them.
•	Consumer Affairs provides those instructions when they attend the property. Auctioning goods is very rare as most often what is left behind is only fit for the skip or the tip. 

General Breach

Purpose
This procedure contains the instructions for handling a general tenancy breach.

Procedure

The Tenant breach is reported to the Agency, often from: 
o	Neighbour/s
o	Owners' Corporation (Body Corporate)
o	Landlord Client
o	Periodic Inspection
o	Police
•	Request the information is put in writing addressed to the Agency.
•	Record details of the communication.
•	Diarise follow up date if required.

Tenant Advised/Rectification Sought
•	The Tenant is advised of the (alleged) breach immediately.
•	The Tenant is given reasonable time frame to rectify the situation (depending on the severity of the breach).
•	Diarise follow up date.         
Note:	If serious, Breach/Notice may be given immediately (legislation permitting).

Landlord Client/Relevant Parties Advised
•	Advise the Landlord Client of the Tenant's (alleged) breach and details of action/s requested to rectify.
•	Where appropriate, seek the Landlord Client's approval (i.e. Pets)
•	Advise the Tenant of the Landlord Client's response.
•	Advise the person reporting the Tenant's (alleged) breach the details of action/s requested to rectify

Breach Rectified - Follow Up/Confirm. 
•	Confirm the Breach has been rectified by the date requested in above step.
•	Contact the Tenant and/or the person/s who reported the Breach. 
•	An inspection of the property may be required.
•	Advise the Landlord Client the current status of the Breach.
•	If the Tenant has vacated, advise the Landlord Client as per the Property Hand Over – Tenant to Agent Procedure.

Breach NOT Rectified – Landlord's Instructions Sought
•	The Landlord Client is advised and instructions are sought.
•	If there has been no response from the Landlord Client within 48 hours, the Landlord Client is followed up a second time.
•	Where the Landlord Client does not respond, seek the Department Manager's instructions. Consider:
o	Will the property be damaged?
o	Will the Breach cost the Landlord Client money, if it is left unattended?
Always act in the Landlord Client's best interest
•	Where the Landlord Client instructs the issue of a Termination Notice, serve the Notice, and follow the Breach – Termination of a Tenancy Agreement Procedure.
•	Where the Landlord Client instructs that no further action be taken, written confirmation of the instructions is sent to the Landlord Client and any other parties involved.

NB: There are no general Breach Procedures as such. The process is to go online to www.vcat.vic.gov.au and log on

Then the Property Manager follows the procedures listed depending upon which breach it might be for by selecting from the Summary of notices possible. 

Overdue Landlord Invoices

Purpose
This procedure contains the instructions for handling overdue Landlord Invoices.

Procedure

Overdue Invoices Report Produced
•	A computer generated overdue invoices report is produced once a week. 
•	This action can easily be completed in conjunction with the Rent Arrears procedure.  

7 Days Overdue - Reminder Sent
•	All debtors 7 days overdue, are contacted to ascertain why the invoice has not been paid.

14 Days Overdue - Payment Plan/Final Notice
•	Any Debtor 14 days overdue is contacted:
•	A payment plan is put forward for approval by the Department Manager.
•	Confirm with the payment plan in writing.
•	Diarise the payment plan for follow up, at the appropriate times.
•	Where the debtor does not agree to a payment plan, they are advised that this is their Final Notice to settle the account.

 28 days Overdue – Legal Action
•	Advise the debtor that legal action will now be taken.
•	Pass the matter over to the Department Manager for instructions to Agency lawyers to commence recovery action.

Rental Arrears

Purpose
This procedure contains the instructions for

Procedure
•	Rental arrears are to be done for each Property Manager on a daily basis.
•	Generate an arrears report.
•	Firstly check in unclaimed monies to see if rent has come into the office with no property code attached.
•	To check unclaimed monies
•	Have a look through to see any amounts that have not been claimed

IMPORTANT: Don't assume that you have found the monies if they match the rental amount always ask the tenant what date and amount they have paid (as this could be another persons rent)
If the date and amount match up email [] with the date, amount and property address.

Once the report has been printed off, go through each property and try calling, emailing and sending a text message.

Any follow up that you do make sure a note is made.

Arrears letters - on the [7th] day
A letter can also be sent to the tenant
Place arrears print out onto PM’s desk with any notes
IMPORTANT: If you find that a tenant is 14 days in arrears alert the Property Manager immediately.

Termination of a Tenancy Agreement

Purpose
This procedure contains the instructions for the termination of a tenancy agreement.

Procedure

Service Of Termination Approved/Required
Written request/authorisation from Landlord received, requesting vacant possession of the property or Department Manager approved: 
•	Non payment of rent (must be over 14 days in arrears)
•	Breach of the Agreement (General) (14 days notice)
•	Breach of the Agreement (Immediate notice, if anyone is threatened or injured by the Tenant or Tenant's visitor)
•	Sale of the premises (60 day notice upon exchange, expired agreement only)
•	No grounds (120 days notice, expired Agreement only)
•	End of a fixed term (60 days notice)  for 6 months
•	90 days notice for over 6 months

Advise The Tenant
Contact the Tenant and advise of the:
•	Reason for the Notice
•	Date the Notice is due to expire
•	Their rights and obligations

If appropriate:
•	Complete Prospective Tenant Enquiry form and add to database.

Prepare The Notice
Refer to Management Agency Agreement and Residential Tenancy Agreement for the required information to complete the Notice.
•	Complete the Notice by filling in the required information in full.
•	The names entered on the Notice are to reflect names on the agreements.
•	Any sections of the Notice that are not required, are to be deleted, marked N/A or crossed out.
•	Diarise the Notice expiry date.
•	Enter expiry date, as a vacating date into the computer.
•	Copies of the Notice and letters are filed in the property file.
•	
Note:	Remember to check your service dates are correct. Ask another member of staff to confirm that dates are correct.

Mail Service Requires Postage Days
Allow at least 3-5 working days for postage (legislative requirement):
•	Start counting your required notice (days) after you have covered the postage time.

The Termination Notice and letter must be mailed:
•	By registered post and on the same day
•	By 4.00pm on the same day 
•	It is recorded in the Agency mail register.

Note: 	Rent Arrears, if the Tenant pays any rent within the four days postage, the notice is not deemed served.

Hand Delivery - Immediate Service
•	When ever delivering a Notice by hand, take a witness:
o	 	Proof 
o		Security

•	The Notice maybe served on:
o		Tenant 
o		Occupant at the property
o		The person must be at least 16 years of age.

•	The Notice must be signed by the recipient, in acceptance.
•	Retain the Agency copy and give the recipient of the Notice the original.
•	If the recipient refuses to accept the Notice:
o		Do not try to force them
o		Leave the property immediately
o		Advise the Landlord 
o		Serve the Notice by mail.

Confirm Service – Landlord
•	Confirm the successful service of the Notice with the Landlord and other relevant parties.

Follow Up Tenant's Vacating Progress
•	Regular contact is made with the Tenant to confirm the property will be vacant by the expiration of  the Notice and that no damage is done.
•	Continual support and assistance is offered.
•	The Landlord is to be updated as requested or required.
•	Personally visit the property, 4 days prior to the expiration date to confirm the Tenants vacating   progress/plans.

4 Day Prior To Expiration - Consider Tribunal
•	  4 days out from the expiration of the Notice, if it looks like the Tenant is not going to vacate the      premises by the requested date. Seek the Landlords instructions with regard to evicting the             Tenant, as per the VCAT Procedure.
•	Where the Landlord does not respond, seek the Department Managers instructions. Consider:
o		Will the property be damaged?
o		Will the Breach of Notice cost the Landlord money	
 	Always act in the Landlord's best interest.

Tribunal

Purpose
This procedure contains the instructions for actions through the Tribunal.

Procedure

Apply To The Tribunal (VCAT)
Complete the Tribunal Application Form online at www.vcat.vic.gov.au
The online process at the above link is used for all notices, application and rent increases.
•	Serve the required notice to the tenant and send via registered post
•	Diarise note to make application to VCAT, minimum 3 business days after notice has been served
•	Print a copy of the Application and file it.
•	Payment is also processed online, by way of an account and an invoice prepared to charge the cost back to the Landlord Client.
•	These steps are to be treated as a matter of urgency and must be completed within 24 hours.
•	Advise:
o	Landlord Client
o	Tenant
o	Other relevant parties. 

Hearing Date Issued/File Prepared
•	Enter the Hearing date and time into your calendar and on the whiteboard in Rental Office
•	Advise the Landlord Client of the Hearing date. 
•	Advise other relevant parties of the Hearing date.
•	Prepare file: 
Do not prepare the file on the day of the Hearing, as additional information may need to be collated.

Following the Hearing - Notify the Landlord Client
•	Immediately following the Hearing, notify the Landlord  of the outcome. 
•	Advise other relevant parties. 
•	Diarise any dates for actions to be completed or the vacating date that has been listed on the Tribunal order.
•	File any documentation received.
•	Charge the Landlord Client any costs associated with Hearing as per the Management Agency Agreement.
•	Where the Tenant vacates, action as per Property Handover – Tenant to Agent Procedure. 

Confirm The Tenant's Vacate Date
•	Where the Tenant has confirmed they will be vacating on the date provided by the Tribunal or earlier, advise the Landlord Client and other relevant parties.
•	Confirm the date with the Tenant. 

Tribunal Orders Not Complied - Seek Eviction
•	Where the Tenant does not vacate the premises by the requested date, seek the Landlord Clients instructions with regard to evicting the Tenant, as per the Agency Policy and Procedure.
•	Where the Landlord Client does not respond, seek the Department Managers instructions. Consider:
o	Will the property be damaged?
o	Will the failure to comply with Tribunal orders, cost the Landlord Client money?
o	Always act in the Landlord Client's best interest.

Outstanding Rent/ Compensation
•	If the Tenant has failed to meet the orders from the Tribunal, advise the Landlord Client of their options:
o	Claim on Landlord Client Insurance policy (if covered)
o	Appoint a Debt Collection Agency to recover the outstanding funds
•	This does not happen often as it is costly and the Landlord pays.

Tenant Eviction

Purpose
This procedure contains the instructions for handling the eviction of a tenant.

Procedure

Request For Warrant Of Possession
Written request/authorisation from Landlord received, requesting the "Warrant of Possession" order or Department Manager approved. 
•	Where the Tenant fails to vacate in accordance with the Tribunal order by the specified date, order a warrant online at VCAT website to be sent directly to the Police Station.
•	Diarise follow up of this document to VCAT for 48 hours time, once confirmed it has been faxed to Police, contact Police. (police often require constant encouragement to carry out eviction)

Eviction Date Given/Arrange Locksmith
•	After the eviction date and time has been provided by the Police, arrange for a locksmith to be present at the property to change all the locks.
•	Diarise eviction date.

Evict Tenant
•	Meet the Police Officer and the locksmith at the property
•	NEVER enter property without Police present, even if tenant has vacated and never allow Police to leave until Locksmith has finished..
•	Tenant is present:
o	Supervise the removal of the Tenant and their belongings from the property.
•	Tenant is not present:
o	Supervise locksmith changing locks and inspect the property with Police Officer, taking necessary photos and notes.
•	The locksmith changes the locks on all external doors and windows.
•	The Landlord Client and other relevant other parties are advised.
•	Where there are goods are left on the property, they are dealt with according to the Breach - Abandoned Goods Procedure.
•	Where the property is vacant, it is dealt with according to the Property Handover – Tenant to Agent Procedure.

Prospective Landlord Client

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

Prospective Tenant

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. 

Steps for Listing

Purpose
This procedure contains the necessary steps for listing a rental property.

Procedure

•	A call comes in from prospective landlord.
•	Record details on the  Our Company listing form which is in the black stacking shelves on Joy’s desk.
•	Schedule an appointment if required.
•	If no appointment scheduled, enter the contact on system under “contacts”. See instructions below. Put the form in the market appraisals folder on the shelves in Rental Department office in the relevant month.
•	If no appointment scheduled you may have advised the prospective landlord that you will send them an information folder. If so, send it in the post that day. They are on the shelves above Joy’s work station.
•	Do a covering letter ensuring that you provide contact details for follow.
•	If you are going to the appointment that day or the next.  Take the information pack with you and refer to it during the listing presentation. 
•	Call the day of the appointment to confirm details.

Taking Enquiries:
When taking enquiries from prospective landlords, we need to get as much information about them and their property as possible and endeavour to make a time to see them and the property.  I like to say that “ it is always best to be standing in your property” in order to have a true market appraisal.  Keep a copy of the information taken down in the Market appraisal folder on the selves in the Rental Department.

At the Listing Appointment:

When you reach the appointment, introduce yourself and offer the prospective landlord the option:  Would you like to sit down and have a chat, or would you prefer to show me your home first?

During the Presentation:

In no particular order here are some thoughts on what to do during a listing presentation:

•	You will have established during the initial call how quickly the client wants to act. If it is immediate, ie: in the next 8 weeks, you need to go through our entire speel.  I t is important during the initial phone call to establish if both/all owners where applicable will be there. This will help as you can do the speel to both/all owners and not have the situation where you have spoken to one, but the other party is the dominant decision maker and may decide against you based on fees, perception or whatever.  Having the chance to meet with all owners where applicable helps close the deal, as you can establish rapport and win their confidence together.

•	If you are only able to have one party of a couple there for example, give them a little taste of what we do, outline the basics and leave them with the statement of services for Our Company, basic package.  Indicate to them that we do have other packages ( once designed) and that when both parties are there you will outline all three.

•	The same principle applies if you have established that the client is not ready to make decisions yet, ie; they are just toying with the idea of renting out or weighing up their options to rent/sell etc. Hold some information back so that you have a reason to go back and see them closer to the time when they are ready to make a decision to proceed.

•	Develop rapport with the clients. Ask them questions about the property,particularly if they live there at the time. For example: how long have you lived here, what was it that you loved about the house when you first brought it ( this will give you an idea of what to promote in the advertisement assuming it’s a positive point i.e parklands at rear or something like that)

•	Ask questions as you are been shown around – how old is the house, are  you planning to leave the curtains/light fittings at the property, is the spa bath operational, is the dishwasher operational/staying?

•	Always go outside and have a look, as well as in the garage where applicable – you may find extra thins that are a plus – such as underhouse storage, garden shed, workshop, play equipment. Always clarify what stays and what goes in this regard. For instance: “Is the swing set staying, is the under house storage available for the tenant to use?”.

•	Once you have seen through the property, try and sit somewhere that is reasonably quiet(ie away from the TV if they have it on) so that you can give a the client some information about us and they can concentrate on what you are saying. If they have small children, chat with them and try and be aware that the parents will be distracted by them from time to time.

•	Talk about our leasing process – how important it is to find the RIGHT tenant, not just the first one that comes along, how our view is to consider if the tenant was applying to rent our own home, would we rent it to them?  If the answer is no, then we would  not recommend them to the landlord.

•	Go through the listing pack with them and clarify any questions they have. Be sensitive to the fact that it is a lot of information to take in and go slowly if needs be. Remember to change the spiel if the landlords are seasoned as they will know much of what you are saying and won't want to hear it again.

•	Remember that most agents will offer what we are saying we will offer, so you will need to impress that we have a smaller ratio of properties per property manager and offer a boutique service. With 17 years real estate experience in the industry which is built on quality management and service and we take pride in continuing this service to landlords.

When completing all of the documentation:

•	Give the landlord the Guarantee/statement of services to read over, while you are filling in the exclusive leasing and managing authority.
•	Fill in all pages of the authority as per the example shown.
•	Go through the authority with the client page by page, pointing out the main points, such as commission rates, emergency limit, asking rent, bond etc.
•	Ask the client if they have any questions about the document – if not, ask for their autograph at the base of each page where client section is. Give the client the carbon copy and keep the original.
•	Get two copies of the statement of services signed and give one to the client and keep one for the office.
•	Discuss which property manager will be managing the property and provide the profile so that they have a face to a name.
•	Give the client the “instructions to managing agent” form and let them know that we need this by the time the property is let. 
•	Ask the client about keys and explain that we need two sets, one for the office and one for the tenants. We can have them cut and then bill them if that is convenient.
•	Discuss whether they want the principle place of residence detailed on the forms and make a note for the file if they do.  This provides for a shorter notice period to coincide with the end of the tenancy if the landlords require their premises back.  However, please stress that this does not mean only 14 days notice at any time during the tenancy. Many landlords seem to forget or misinterpret this clause and think that they can have their property back in 14 days. This clause does not override a lease.
•	Discuss pets and gardening and make notes.
•	Discuss the process for the advertising and also discuss the point at which we should think about a price reduction. Usually, if no interest 2 weeks after advertising.
•	Give the client a business card and advise them that they can call anytime they want to if they think of something they need clarified.
•	Ask the client if you can take photos or make a time to come back and take the photos when they have had a chance to tidy the property if needs be.
•	Advise the client that they photos and advertisement will be up on the website usually within 24/48 hours and that they can view them and if they would like any changes to contact you immediately.
•	Return to office and write the advertisement at the earliest opportunity.
•	Give Property Management Support all details to set up the new files. Check the files and then put away in the filing cabinets.
•	Write the property up on the Listing white board.

Accessing an Occupied Property

Purpose
This procedure contains the instructions for accessing an occupied property.

Procedure

Access To Occupied Property Required
•	Rental properties may be entered into for the following reasons:
o	Periodic Inspection
o	Prospective Tenant viewing
o	Prospective buyer viewing
o	Valuation
o	Sales appraisal
o	Rental appraisal
o	Repairs or maintenance.

Tenant Notified
•	Tenant is contacted by phone, fax, email or letter advising them that access is required including the following details:
o	Time
o	Date
o	Who
o	Why
o	How (Agency keys/Tenant at home).
•	Arrange keys, if required.
•	Advise other parties required, if the date and time are changed. 
•	Minimum of 24 hours notice is required but even with said notice, if tenant does not agree, the Agent is not to enter the property until an agreement can be sought with the tenant. If an agreement cant be sought, a breach notice is served.

Access
•	Knock on Tenant's/Occupant's door loudly/ring door bell.
•	If no reply, unlock door - noting which locks where locked and which were not.
•	Call out to the Tenant loudly, in case they are home and did not hear you knocking.
•	Attend to the purpose of your visit to the property.
•	Do not touch any of the contents of the property, unless to access a required area, if so, move the items back to their original location.
•	Leave a business card with a "Thank you" note on the back.
•	Lock property as you found it:
•	Ensure animals are where they were first found (in/out)
•	Any security devices are reinstated.

Access Denied
•	Where you were not able to gain access due the locks being changed, notify the Tenant and arrange access (and new keys).
•	Where the Tenant denies access, this is a breach of their Tenancy Agreement and is to be dealt as per the Breach – General Breach Procedure. 

Boards Up/ Down

Purpose
This procedure contains the instructions for organising the placing or removal of boards.

Procedure

Every Monday morning, at 11.30am, the Rental department and Director will meet to discuss any agenda items including Boards that need to be ordered up and down.

Take the boards up/down log book into the meeting and Property Management will instruct which boards they would like to go up and down

To order boards up/down:

Fax: 12345678  

Or 

To order boards up/down email ?

Make sure you write the property address correctly and if it is being ordered or removed

Record in the Boards up/down log book

Boards to go up:
Write the property address followed by the date up once ordered

Boards to be removed:
Find the property address in the log book and write the date ordered down in the last column once it has been ordered down.

Bond Lodgement Forms

Purpose
This procedure contains the instructions for completing the Bond Lodgement form.

Procedure
Take a Bond Lodgement form 

All of the information that you will need will be on the tenant instruction form from Property Management or, if a file has already been created, in the tenant's file

Section 1.
Type in the Street address

Section 2.
Mark an X on the type of property it is
Bond amount
Date the tenancy starts (Lease start date)
How many months the tenancy is for
Mark an X  on the type of tenancy
Write in the weekly amount

Section 3.
For each of the tenants that are going to be on the Bond write there given name and then Family name

Section 5.
In the Agent’s RTBA registration number put:0000
Agents RTBA registered name:Our Company Estate Agents Pty Ltd

Cash Rental Payments

Purpose
This procedure contains the instructions for receiving cash payments for rent.

Procedure

A tenant may wish to pay rent in cash; this is not our preferred method.

The following procedure must be followed:

•	Ask if there is a reason that they are paying cash
•	Advise them of the alternative methods available (Rental Rewards www.rentalrewards.com.au / Personal or Bank Cheque etc)
•	Do not refuse to accept the cash, rather encourage tenant to agree to using one of our preferred methods in the future.

Digital camera use

Purpose
This procedure contains the instructions and conditions for the use of the digital camera.

Procedure

Camera Booked For Use
•	Email the date and time you would like to book the camera.
•	Travel time must be included in your booking request.

Update Camera Booking Calendar
•	Check the availability of the camera for the time requested.
•	Confirm the time with the requesting staff member, via email.
•	If time requested not available, suggest two alternate times. 

Camera Collected For Use
•	At the booked time, staff member collects camera from secure storage area.
•	Camera Register is updated. 

Camera Returned
•	At the agreed time, the camera is returned to the secure storage space.
•	Camera Register is updated.
•	Batteries are recharged.
•	Camera is to be kept on charger at all times whilst in Office.
•	Any breakage is reported and repairs initiated (by person who caused).
•	Photos are:
o	Downloaded onto computer
o	Named 
o	Saved in the property folder (on the computer).

Late Camera Return
•	When running late with returning the camera to the office by the nominated time, contact the 	office immediately and advise of your situation and anticipated return time. 

Advise Relevant Staff Of Amended Return Time
•	Refer to Camera Calendar for next time booked.
•	Advise relevant team members, if the camera will not be back by the required time.
•	Alternative arrangements are made. 

Desk Management

Purpose
This procedure contains the instructions for the placing of documents in an orderly manner to ensure that all staff are able to locate them if necessary.

Procedure
Prospective New  Management - Follow Up Folder
•	Hard copy documentation relating to prospective management properties is to be placed:
o	In a ring binder folder 
o	Folder divided into 3 sections: New Listings to Follow Up, Authorities Sent Out and Authorities Signed
o	Details to be entered in the system under Contacts 'Rental Appraisal Follow Up'

Unprocessed or Incomplete Work - Trays/Shelves
To ensure unprocessed work is easily located, when the following  documents are returned/completed they are to be placed in the appropriate tray/shelf for processing at the allocated time.

•	Property Management:
o	Repairs requests
o	General correspondence
o	Prospective Tenancy Applications
o	Bond Claims/Final Inspections
o	Prospective Tenant Inquiry forms
o	Documentation ready for approval &/or signature
o	Invoices to be approved
o	Leases to be signed.
•	Front Office Manager:
o	Registered mail
o	Regular mail
o	Items for collection
o	Letters/documentation to be prepared
o	Database entry
o	Filing.
•	Accounts Manager:
o	Invoices to pay
o	Leases to process
o	Funds transfer forms/Cheque requests.

File Archiving

Purpose
This procedure contains the instructions for archiving files.

Procedure

SOFT COPY  - Create 'Inactive' and 'Lost' Property Folders On Server
•	Create the following folders on the same drive letter that contains all: 			
o	Inactive Properties (for property folders that are no longer active) 			
o	Lost Properties (property folders that are lost from management)

Archive any 'Inactive' or 'Lost' Property Files
•	As a managed property becomes 'inactive' or 'lost' from management, cut and paste the folder to the relevant folder.
•	These files are burnt to CD every 12 months and saved in the company storage facility (refer to hard copy filing procedure).
 
HARD COPY - Record Lost Property Files 
•	Enter file details onto the Archive Report. 

Archive Box
•	Hard copy folders and/or documents (all documents secured into file) are placed into the current archive box.

Archive Box Full - Place In Storage
•	Once archive boxes are full, they are placed into storage.
•	A list of all folders/documents in that archive box is taped to the box where it is visible in archive (next to archive box number).
•	This list is printed from selecting the required items from the Hard Copy Archive Report.
•	A new archive box is prepared. 

Recovery of Archived Files
•	Open the Hard Copy Archive Report.
•	Search for the relevant property address to find the correct archive box number.
•	Select the main title bar in the Report (Excel) select "Edit", "Find" name part of item you wish to find. 
•	If you want to sort the Archive Report is a different order:
o	Main title bar in archive report, select "data" "sort" choose the item you wish to sort "OK".
•	Go to the storage facility and locate the archive box.
•	Remove items required.
•	Return archive box in numerical order.
•	Once items are not longer required in the office, return the archived files to the appropriate archive box. 
•	Replace archive box in storage in numerical order when finished

Filing

Purpose
This procedure contains the instructions for filing.

Procedure

All filing is kept in the expander file near the filing cabinet and should be maintained and sorted out on Tuesdays & Thursdays.

In the cabinets you will have a property address drop file and two separate files 
Pink – 		Tenants file
Manila – 	Landlords file

All filing should go into the tenants file except for invoices and documentation directly associated with the Landlord.

New filing should be placed at the start of the file (so that history is in order)

Hard Copy File Creation

Purpose
This procedure contains the instructions for

Procedure

Two Folders For Each Property Under Management
•	Landlord Client - Manilla colour
•	Tenant - Pink colour
•	File instruction sheet to be placed on front of cover of both files

Label Each Folder
•	Each file is labelled (typed) with the details of the property
o	Suburb
o	Property Street Name
o	Property Number	
o	Apartment (Unit) Number.
•	Place label along spine of file, so that will be visible from the filing area.

Landlord Client Documents Filed
•	All documents relating to the Landlord Client of the property are secured in to the file.
•	1 plastic pocket / 1 authority / 1 owners instruction 
•	Attach the Checklist to the inside front left cover.
•	Complete relevant information, as required in the Checklist.
•	All files must contain hard copies of the Signed Management Agency Agreement.
•	Other documents that may be saved in the soft copy or hard copy file:
o	Insurance policies
o	Plans of the property
o	Strata plan
o	Periodic inspection reports
o	Letters/faxes to or from the Landlord Client
o	Repair documents.
•	All documents must be fastened into the file, to avoid items being lost.
•	All documents must be filed in chronological order.

Tenant Documents Filed
•	File all documents relating to the tenancy of the property.
•	1 plastic pocket / 3 new leases / tenant new pack
•	Leases and new pack saved
•	Attach the Checklist inside front left cover of the folder.
•	All Tenant files must have a hard copy of:
o	Executed Residential Tenancy Agreement (Part 1)
o	Completed Condition Report (Part 2)
o	The signed Tenancy Application Form
o	Termination Notices Served (if any ever served)
o	Attornment Notices Served (if any ever served)
o	Rent Increase Notices Served (if any ever served).
•	Other documents may be filed here, or soft copy is also acceptable.
•	All documents are to be fastened into the file, to avoid items being lost.
•	All documents must be filed in chronological order.

Place Folders In Filing Storage Area
•	The folders are filed in alphabetical order by street name, then numerical.
•	Folders must not be filed by Landlord Client or Tenant as these may change, the property address  will always remain the same.
•	Filing Cabinet is to be closed at all times, unless obtaining a file for use.
•	Filing Cabinet must be locked upon closing the Agency each night (fire proof). 

Ideal Week Property Management - Admin

Ideal Week Property Management 	
	MON	TUE	WED	THUR	FRI	
9am	Check emails, Print off and check all PM's arrears	Check emails, Print off and check all PM's arrears	Check emails, Print off and check all PM's arrears	Check emails, Print off and check all PM's arrears	Check emails, Print off and check all PM's arrears	
						
10am	Statistics Report for meeting	Process applications	Organise opens for w/e	Change 'Property of Week'	Weekend O.F.I. pack for PM	
	Process applications		Create new window card	Contact all enq for O.F.I.	pre-listing kits	
11am		Work in tray	Work in tray	Work in tray	Work in tray	
	Rental meeting					
12pm	Lunch	Lunch	Lunch	Lunch	Lunch	
						
1pm	Covering reception for lunch	Covering reception for lunch	Covering reception for lunch	Covering reception for lunch	Covering reception for lunch	
						
2pm	Boards up/down, follow up	Sort out mail	Sort out mail	Sort out mail	Sort out mail	
	Sort out mail	Work in tray	Out of office appointment time slot	Work in tray	Work in tray	
3pm	Process applications					
	Advertising for paper					
4pm	Work in tray		Work in tray			
	Covering reception for mail	Covering reception for mail	Covering reception for mail	Covering reception for mail	Covering reception for mail	
5pm	Work in tray	Work in tray	Work in tray	Work in tray	Work in tray	
						
WEEKLY TASKS					
	Lunch	
	Covering reception for lunch	
	Covering reception for the mail				
	PM's O.F.I. pack					
	Work in tray					
	Ordering boards up/down and and follow up on tasks to be 		
	completed from the Prop Management meeting	
	Processing applications				
	Statistics report for rental meeting at 11:30am			
	Check and respond to emails, print off and follow up on all PM's arrears		
	Rental meeting					
	pre-listing kits					
	Any promotional or Advertising to go into the local paper to be organised with	
	Senior Property Manager	
	Change property of the week	
	Contact all enq advising of O.F.I's				
	Out of office time slot e.g O.F.I. 2:30pm - 4:00pm	
	Sort out mail and put into PM's tray				
	Organise and advertise opens for the weekend	
	New in house window card	
MONTHLY TASKS					
On the 15th day of the month print off Lease Expiry & Routine Inspection reports are to be printed	
On the 3rd week of the month check all forms,Condition Report pads etc are in stock or order through accounts department	
One the last day of each month enter data for E.O.M. report	

Key Movement

Purpose
This procedure contains the instructions for the control and storage of keys.

Procedure

Key Movement 
•	Keys are only to leave the Agency with permission from:
o	Landlord 
o	Tenant
o	Property Manager.

Keys Prepared For Collection
•	Locate the correct key tag number for the required property.
•	Obtain the keys from the key cabinet with the corresponding key tag number.
•	Place the keys & your business card in an envelope.
•	Label envelope:
o	Name of the person collecting the keys
o	Date to be collected
o	Date to be returned, if known.
•	Place the envelope in the Agency "Collection" tray located at the front office. 
•	Update the Key Movement Register with all the correct collection details
•	Any staff member taking keys for inspections is also required to make an entry and sign the Key Movement Register. 
•	Staff members taking keys are to place them on a large key ring or key bag to ensure they are not lost, on the street or in the car.
•	Keys are not to be left in cars at any time. All keys are to stay on your person, even if they are not required for that property. 

Keys Returned To The Office
•	Update the Key Movement Register to reflect that: 
o	Keys have been returned
o	By whom
o	The person receiving them.
•	The staff member who gave out the keys is advised of their return via email.

Keys Returned To The Key Cabinet
•	The keys are carefully hung on the relevant numbered key hook in the Key Cabinet. 

Unreturned Keys - Followed up
•	Keys that are due for return, but are still outstanding are followed up. 
•	A phone call/email is made to the named person in possession of the keys to ascertain:
o	Why the keys have not been returned.
o	When they will be returned.
•	The Key Movement Register is updated with the amended due date.
•	The relevant staff member is advised of the delay via email. 

Key Naming

Purpose
This procedure contains the instructions for the tagging and naming of keys.

Procedure

Keys Received By Agency
•	A new set of keys received.
•	Photocopy keys.
•	Request signature of person returning/delivering the keys to the office.
•	Request that key use is labelled on the photocopied document.
•	Computer/Key Book, checked for the next available key tag number (or existing one, in the case of a Vacating Tenant returning their keys).
•	Advise the staff member awaiting the keys, of their arrival (by email).
 
Keys Attached To Tag 
•	Keys are attached securely onto allocated key tag.
•	No property address details are to be anywhere on the tag or the keys.
 
Record Key Number
•	The key number is recorded on the computer system in association with the nominated property.
•	Label keys with use, from details obtained in Step 1.
 
Tagged Keys Placed In Key Cabinet
•	Place tagged keys in the key cabinet on the hook that corresponds to the key tag number issued to that set of keys.

Lost Properties

Purpose
This procedure contains the instructions for transferring the management of a rental property to another agent.

Procedure
After receiving a letter from another agent advising that they are taking over the management:

•	Call the landlord to confirm this is correct. Ask why the change? Make notes.
•	Get out the files from the filing cabinets and provide all documentation as listed in the received letter from the other agent.
•	Call the other agency to advise that the file is ready for collection.
•	Leave the file at Reception for collection.
•	Send a letter to the tenant to advise that we are no longer the managing agent.
•	Make the property inactive on the system.  Go in the tenant screen, click on the file section in top left hand corner and click on inactive.  Do the same in the property screen and the same in the landlord screen.  Follow the prompts which come up for lost management and tick the box for the appropriate loss of management.
•	Ensure that any outstanding accounts for the property are sent to the landlord for payment.
•	Ensure that any outstanding routine inspections are deleted in system. This is done by clicking into the tenant screen on system and then into the actions screen and finding the routine inspection date and pressing delete.
•	Put both files in the archive box for archiving or archive the files yourself.

New Authority Documents Online

Purpose
This procedure contains the instructions for handling New Authority documents on line.

Procedure
New Authority Documents are to be completed on Vicforms Online using the following procedure:

•	Log on to the REIV website and look for the Vicforms online section.
•	Put in the code and then follow the prompts.
•	Left Hand Side click for the leasing and managing authorities
•	Choose 005A Exclusive leasing and managing authority residential
•	Follow the sections as they are set out. Put in all details as required.
•	Go to the top of the form and click on Purchase (RHS of the screen)
•	Small window comes up – click on finalise
•	Small window comes up click on close
•	Choose download option
•	Small window comes up – click on download
•	Small window – click on close.
•	Save the document.
•	If emailing direct to the client, click on the email section on the top bar and then follow the prompts. Put in the clients email and then follow the windows again.
•	Put in Property Management authority in the subject line.
•	Then send a statement of services as an additional email for signature and return.

New Tenant Leases

Purpose
This procedure contains the instructions for preparing New Tenant Leases.

Procedure

Create A File
Property Management will provide a new lease request form along with application form/s and any
other relevant material
Stick the new lease request form on the front of a pink folder (Stationary cupboard)
Insert a plastic pocket in the folder
On the side of the folder write the full address of the property and then the Surname/s of the tenants
(In black marker)

Draw Up Leases
If the property file already exists amend the original lease
If the property file does not exist create a new folder 
Open up Residential Tenancies Lease Agreement Blank
On the first two pages nothing is changed
On the bottom of the third page type in upper case letters and bold: ADDITIONAL LEASE CLAUSES FOR (Followed by the full address including the post code)
e.g. ADDITIONAL LEASE CLAUSES FOR 2/22 SMITH STREET YOUR TOWN, VIC, 3333
Clause 37 should always be “ending a fixed term tenancy before the expiry date” (this clause can be found under the Lease Clauses folder as a work document labeled: Lease Break Clause
Copy and paste this and label as clause 37
Any other additional lease clauses that the Property Management department would like in the Lease Agreement will be listed on the “New Lease Request Form” beside the special clauses text
Additional lease clauses: most of the additional lease clauses can be found in the Lease Clauses folder as a word document: Additional Clauses or if it is a pet clause: Pet Clause
Just Copy and past into the Agreement and number each additional clause
If it is a new or specific clause Property Management will write it in the special Clauses section on the “New Lease Request form” type it word for word under the Additional Lease Clauses section and number the clause
 At the bottom of the page there will be the following text: ** Please read and initial clause 29 to 37.
Change the second number to the last additional clause number
e.g. if the last clause number is 42 the text should read: ** Please read and initial clause 29 to 42.

PAGE 4 – Schedule Page
Information for the schedule page can be found on the  “New Lease Request Form”. Fill out the  following:

Item 1:
Date Of Agreement – Enter today’s date

Item 2:
 Landlord – At the bottom of the “New Lease Request” form there will be a Landlord section type the name (s) exactly the same. If the information has not been written in the Landlord section it can be found on the “Exclusive Leasing And Managing Authority” in the Landlords file (Filling cabinet is in the photocopy room)

Item 3: 
DO NOT CHANGE ANYTHING

Item 4:
Tenants: This in where the Tenant/s names are to be typed including their current address. This information can be found on the tenant/s application form e.g. Linda Good lives at 4 Smith Street, Your Town, Vic, 3000

It will be entered as follows:

Item 4:	TENANT (1):	    Name:	MisS BETTY BOOP
(A.C.N. if tenant is a company)	     
                                          Address:	4 SMITH STREET YOUR TOWN

Item 5: 
Premises: This is the full address of the rental property (the property that the new tenants are going to rent out)

Item 6: 
Rental: Information about the rental amount and payable date is to be entered. The amount can be found on the “New Lease Request” form next to Rental P.C.M. and the payable date next to the payable date section
PLEASE NOTE: The rental amount must be per calendar month NOT the weekly amount unless stated otherwise by the Property Manager

Item 7: 
Commencing on: Enter the day, Month and Year that the Lease commences on. The Lease Commencement date can be found on the “New Lease Request”

Item 8:
DO NOT CHANGE ANYTHING

Item9:
Bond:  Enter the bond amount (found in the “New Lease Request” form under Bond Amount)

Item10:
DO NOT CHANGE ANYTHING

Item 11:
Term: This section is where the term on the lease is written in words and numbers (Lease term can be found in the Lease Period section on the “New Lease Request” form)
e.g. if the lease is for twelve months the following would be written:
		TWELVE (12) MONTHS

Item 12:
Commencement Date: This is the date the lease starts (Commencement Date can be found in the Commencement Date section on the “New Lease Request” form)

Item 13: Termination Date: This is the date that the Lease Agreement finishes. The termination date is always one day prior to the commencement day 
e.g. If the Lease commencement date is the 12th December 2008 and the Lease term is twelve months the termination date will be 11th December 2009

Once the Lease is finished print off three copies
With one copy simply turn page four over so you can see the schedule and staple
With the other two copies turn the last page over staple down the side three times (as though you were going to bind a book) and use legal tape to bind the side together (found in reception drawer or in stationary cupboard – looks like thick black tape)

Click on file at the top of the screen
Save as
Data on - G:/Everyone/Property Management/Leases Clauses
Then save under the property address as Residential Tenancies Agreement (and the commencement date)

Make up a New Tenant Welcome Pack

Property Marketing

Purpose
This procedure contains the actions necessary for preparing and organising the marketing of a property.

Procedure

Authorised To Commence Marketing
•	The search for a new Tenant may only commence when:
o	The Management Agency Agreement has been signed by the Landlord
o	Releasing authorisation is received from an existing Landlord.
•	Commence marketing for property as per the Landlord's instruction.

Property Inspected And Prepared For Marketing
•	Before Marketing may commence, the property must be inspected and photos taken.
•	Appropriate forms are to be completed

Prepare Property Prior To Marketing
•	With the Landlord's authorisation, arrange any repairs or maintenance that are required at the property.
•	Ensure that one full set of keys is left at the Agency at all times, in case there are any prospective tenants wishing to view the property.

Internet
•	All pertinent property details are uplifted to the Agency website and relevant industry websites, such as www.realestate.com.au
•	The internet listing must include:
o	Property address (or Suburb)
o	Rental amount per week
o	Rental Bond amount
o	Furnished or Unfurnished
o	Date property is available
o	Detailed description of the property
o	At least three photos
o	Floor plan (if available)
o	Virtual tour (if available)
o	Agent contact details
o	Viewing times (if applicable).

•	All internet listings are to be updated and refreshed before the close of business every business day.

Agency Window Display
•	All available rental properties are to be placed in the Agency window display within one business day of listing (subject to space availability)
•	All Window Display advertisements are to include: 
o	Property address (or Suburb)
o	Rental amount per week
o	Rental Bond amount
o	Furnished or Unfurnished
o	Date property available
o	Detailed description of the property
o	At least one photo
o	Agent contact details
o	Viewing times (if applicable)
•	The window display is to be updated every business day by close of business.

Rental Property List
•	All available rental properties are to be placed on the Agency Rental Property List, within one business day of listing.
•	All properties listed on the Rental Property List are to include details on:
o	Property address (or Suburb)
o	Rental amount per week
o	Rental Bond amount
o	Furnished or Unfurnished
o	Date property available
o	Detailed description of the property
o	One thumbnail photo
o	Agent contact details
o	Viewing times (if applicable)
•	The Rental Property List is to be updated every business day before the close of business.
•	Rental Property Lists are to be printed and copies left at the Front Office for issue to prospective tenants.
•	The Rental Property List is to be emailed to all the people/companies on the Prospective Tenant Database, every Tuesday and Friday by 1pm.

Print Media Advertising
•	Confirm the Landlord's instructions.
•	Confirm the Agency is holding funds to cover advertising charges:
o	If so, ensure funds are held with in the office
o	If not, request the Landlord to send a cheque to be held in trust to cover any advertising expenses
o	Any funds not used will be refunded into the landlords account.
•	Place advertisements in nominated print media sources prior to deadline and record in the Advertising Register.
•	All print media proofs are approved or changes requested prior to deadline.
•	All media advertisements are to include details on:
o	Property address (or suburb)
o	Rental amount per week
o	Furnished or Unfurnished
o	Date property available
o	General description of the property (avoiding abbreviations, if possible)
o	One thumbnail photo
o	Agent contact details
o	Viewing times (if applicable).
•	All proofs and changes are to be kept the folder marked "Advertising Proofs" retain details of:
o	Who requested the changes, the date and the time
o	Who (name & publication) received the changes.
•	All media advertising, is to be cut out & kept in a folder marked "Media Advertising". The date and publication are to be recorded alongside each advertisement for future reference. This is to be completed on the day each publication is received.
•	If the Agency does not receive a publication that has Agency advertising in it, this must be follow up, until received.

Open Home Viewings And Private Viewings
•	Confirm time and access with occupants of the property.
•	Ensure you have:
o	Property Brochures (if applicable)
o	Rental Property Lists
o	Tenancy Application Forms
o	Rental Enquiry Forms
o	Rental Open House Surveys
o	Tape measure
o	Door stop
o	Large key ring - put keys to all appointments on it
o	Folder
o	Spare paper
o	Pens
o	Business cards	
o	"Open for Inspection" Board
o	Camera
o	Open for Inspection Form (to collect enquiry details)
•	Arrive prior to appointment time:
o	Remove junk mail/newspapers from letter box
o	Open window coverings/doors/windows
o	Turn the lights on, if required
o	Tidy up any mess if you can
o	Put toilet seat down.

Landlord Marketing Reports
Every Saturday afternoon call Landlord's to advise how many: 
o	Groups came through
o	Applications were given out
o	Applications returned 
o	Any Reservation Fee paid.
•	Every Monday phone Landlord's to discuss:
o	Approving Tenancy Applications
o	The response from the marketplace
o	The advertising plan 
o	Recommended rent adjustments.
•	Every Thursday email Landlord's with: 
o	An update from Prospective Tenants
o	Proposed advertising for the weekend 
o	Recommended rent adjustments.

Printing Off Photos

Purpose
This procedure contains the instructions for printing of photographs using Photoshop.

Procedure
•	Open Photoshop on the desktop
•	Click file
•	Open
•	Local disk (C:)
•	Rental photos
•	Locate the photos you are looking for (Please note: If for example the property address is 27 Smith Street Your Town, photos will be located in S folder followed by the property address folder).
•	Click on the first image you would like to print
•	Press the shift key and use the arrow down to highlight all images you wish to print
•	Right Click on the last image
•	Click on print
•	Click next
•	All images with ticks in the boxes will be selected for print
•	Under the printer section
•	Click on the arrow down to make sure the photos are printing to the colour printer
•	Click next
•	Scroll down to choose the layout you wish to use
•	(Usually 4 images to a pages)
•	Click onto the actual layout
•	Click next
•	Images will then print.

How to resize photos
•	Click on Adobe Photoshop 7.0
•	Click on file
•	Click on open
•	Click on arrow down under look in
•	Click on data on local disk C
•	Click on Rental Photo’s
•	Click on the first letter of the property address
•	Click on the property 
•	Click once on the first picture
•	Then press the shift key and double click on the last image
•	This will open up all of the images
•	Click on image (top of the screen)
•	Click on image size
•	For a standard size photo change
•	Change the width to 800
•	Change the hight to 600
•	Click ok
•	Click on the X button 
•	Click yes
A JPEG options screen will now come up. At the bottom of that screen there will be a size section
The first set of number before the / icon needs to be under 250. To make it under 250 you need to play around with the quality number. Each time you change the quality number the figure under the size section will change. 
•	Once an amount under 250 is achieved click ok

The photo has now been resized

Registered Post Documents

Purpose
This procedure contains the instructions for posting documents using Registered Post.

Procedure
If Property Management require documents to be mailed using Registered Post the following should be done:

•	Take a Registered Post envelope from the second drawer in the Reception area
•	Print out two labels (check procedure)
•	Make sure names and mailing addresses are 100%
•	Stamp the senders name section with the Our Company name and address stamp (in the Reception drawer)
•	Tick no to all three boxes in the optional services section and sign in the Sender’s Signature section
•	Make sure Receptionist puts this into the mail register
•	All Registered mail must be stamped by the post office on the same day property management give you the letter (Post Office closes at 5.00pm)
•	Once stamped they will hand you the customer receipt
•	Attach this to a copy of the Mail that was to you by Property Management

Rental Advertising

Purpose
This procedure contains the instructions for determining the Rental Advertising that is required.

Procedure
Every Monday morning at the Weekly Meetings the Rental Department and the Director will meet to discuss any agenda items including Advertising. 

The Senior Property Manager will ask Property Management Support to consult the Advertising Coordinator in relation to any Advertising to go into the paper, including any window cards, or promotional material.

Once Advertising have forwarded  the proofs to PM Support, they are to be passed on to the Senior Property Manager for approval.

Reports for End of Week

Purpose
This procedure contains the instructions for obtaining information for end of week report. 

Procedure

End of week stats.doc

Most of the information can be sourced from the white board along with the following instructions:

Type in the previous date period

Properties Let 

Address - 
Type the address
Work out the old rent – 
This information can be obtained by typing the address into system and finding the past tenants name
To the right hand side of the screen you will find the rent amount
To work out the weekly rental take the amount 
e.g. $1,517.00 then x 12 divide by 52 = $350 p.w.
Put that figure into the old rent amount
Work out the new rent – 
This amount can be found using the same method as above under the new tenants name
Type
Under type the following codes should be used – 
Re-Let   = If we currently manage this property
New	  = If it is a new management
L/Break = If the current tenants are breaking their Lease Agreement
Let Fee –
This figure should be inclusive of GST. To find out the amount including GST
Open system
Type in the property address
Go into the owners screen
Click on the transactions tab
Look to the most recent dates and you will see the type as journal debit, date followed by the text Let Fee and an amount  e.g.

 TYPE             DATE         REFERENCE    AUDIT	    DETAILS 		  AMOUNT
 journal debit 17/6/2008     3246                  001.600     Let Fee(SOUS14/1   $463.72
 This figure includes GST (Please note: this figure will only be there if the tenants have paid their first months rent)
Management Fee –
This information can be found in two places:
1. The Authority in the Landlords file
2. On system
In the property screen
Type in the address
Double click 
Click on the details tab
Beside the rent commission (%) is the management fee (excluding GST)
Our figure needs to be including GST
e.g. if the amount is 7.00% it will be 7.7% including GST

New Listings

Property – 
Type in the property address
Management Fee - 
This information can be found in two places:
1. The Authority in the Landlords file
2. In the property screen:
Type in the address
Double click 
Click on the details tab
Beside the rent commission (%) is the management fee (excluding GST)
Our figure needs to be including GST
e.g. if the amount is 7.00% it will be 7.7% including GST
Source – 
Ask the PM where they sourced the listing from

Properties Lost  

Address – 
Type in the address
Reason – 
The reason should be beside the property on the white board or ask PM

Arrears% - 

Open system
On the top tab click on reports
Click on arrears
Click on the customise button
Click on the manager button
Tick all Property Managers names
Beside days – type in 7
Under the report section click on 2 (lines between records)
Click OK
Click OK
Go to the last page
At the bottom on the page will be tenants in arrears and a percentage
This is the figure to enter on the stats report

Vacancy Rate – 

The number of properties vacant can be determined by checking the rental list and cross referencing with the PM
Formula = number of properties vacant divided by the total number of properties managed x 100 = Vacancy rate

Number of Properties Under Management – 

Rental List Update – 
Ask PM’s any information they want added here
Number of applications or any feedback on properties for Lease and opens over the weekend

Commercial Portfolio Update – 
Ask PM for any comments

V.C.A.T. Cases – 
This information can be found on the white board
Type the address and case date

Boards Up/Down -
Type up any boards that need to go up or down and cross reference with the Property Managers

Other business – 
Check with each PM if there is any business matters they would like discussed at the meeting

Signing Up New Tenant

Purpose
This procedure contains the instructions for signing up a new tenant and the points to be covered during the interview.

Procedure

Welcome the tenant and invite them into the board room.
•	Offer refreshments if appropriate
•	Explain that there are 3 leases to sign, plus water connection and the bond.
•	Indicate to the tenants that you will leave them to read over the lease documents and that they are to initial each clause as they go.  If they don’t understand any clause or they want clarification they are to leave that clause and we will go over any information they need clarified.
•	Leave the tenants to read the leases for a few minutes.
•	Return to the board room and sit with the clients to answer any questions or clarify any details.
•	Before the tenants sign the documents make sure you have:
o	Stated that the landlord is responsible to maintain the premises in good repair and that the tenants are responsible to keep the premises in good repair.
•	Explain that we do a condition report two or three days prior to the tenancy commencing and take photos. This is our record of the condition of the premises at the commencement of the tenancy and what we use at the end of the tenancy to conduct the final inspection.  Ensure that the tenants know that they have 7 days to return the condition report to this office.  This will also be reinforced by reception when they pick up their keys. Ensure that the tenants know that if they see any discrepancies in the condition report they can detail them on the back page.
•	Indicate that the tenants cannot use the premises for anything illegal.  I usually make a joke out of this and say something like “no red lights” out the front or illegal substances in the roof.  This gets the point across without sounding too harsh.
•	Indicate that they can’t sub-let the premises without notifying Our Company Estate Agents and we will need to seek the landlords written permission for any additional tenants at the property who are not on the lease.
•	Advise the tenants that it is their responsibility to pay for water usage, gas electricity, oil and telephone.  They can arrange connections through various service providers or use a service which will connect for them if they wish to do so. The information is provided for them in the sign up pack.
•	Advise the tenants that it is their responsibility to insure their contents.  The landlord has the responsibility to insure the building.  Further advise the tenants that it is their responsibility to pay for any accidental breakage for window, toilet bowls, wash basin or bathroom fittings, or any other accidental breakage by their family, friends, visitors to the property.  It is also their responsibility to replace any light globes, both fluorescent and normal.  In  addition, it is the tenant’s responsibility to pay for any plumbing blockages caused through any negligence on their part.
•	Advise the tenants that they can put up picture hooks if they use the small pin type ones or the sticky back ones.
•	Advise the tenants that upon termination of the tenancy they are to provide a receipt for any steam cleaning of the carpet, keys to the premises and a forwarding address and contact details so that the bond can be attended to.  Advise the tenants that we have 10 business days to deal with the bond once the keys to the property have been handed back. Also advise the tenants that they are considered to be in possession of the property until the keys are handed back and rent is calculated until the keys are handed back.
•	Indicate to the tenants that unless permission has already been granted no animals can be kept on the property without the landlords consent. They must contact us to seek the landlords permission otherwise they will be considered in breach of their lease agreement.
•	Advise the tenants that the premises are as they see it.  There is no agreement to any additional fixtures or fittings.
•	Advise the tenants that while on a fixed term agreement there will be no rent increases but that an annual increase is standard and will be negotiated approximately four months prior to the end of the first fixed term to commence on the first day after the lease expires.  The rental increase would normally be to market forces.
•	Advise the tenants of the process of rent arrears and that as a matter of course should they fall behind in their rent, a notice to vacate will be served on the 15th day if the rent is 15 days behind. Should the tenants then pay the rent the notice will be withdrawn. 
•	Advise the tenants that unless garden maintenance has been arranged, then it is their responsibility to maintain the garden and remove any garden debris.
•	Advise the tenants that at the end of the tenancy they must give 28 days notice in writing, even if on a fixed tenancy.  Also let the tenants know that they cannot use the bond for the last months rent. There is a penalty of  $1000.00 to do so.
•	Advise the tenants that the premises can’t be used for any mechanical repairs or spray painting of cars, boats or vehicles or any kind.
•	Advise the tenants that they are to check the smoke detectors regularly and that we will check them on the routine inspections. It is their responsibility to replace the batteries.
•	Ensure the tenants have read and understood the lease break clause written on the lease. Go over that section if they require further clarification.
•	The tenants then sign the leases where indicated and then we witness the tenants signatures. Use the Our Company stamp for the copy of the lease which the tenants keep upon signing.
•	Give the tenant the sign up pack.
•	Show the tenants where to sign for the bond lodgement and take the bond cheque. Check that the amounts are correct. Give the tenant the yellow copy for their records.
•	Get the tenant to sign the water connection and then fax this to Yarra Valley Water for the connection as soon as you have finished the sign up procedure.
•	After all documentation has been signed wish the tenants well and provide them with the keys if they are taking them on the day. Make sure they have been photocopied and that the tenants sign the page to say what they have received. Place a file copy in the file of the keys and remotes given to the tenants.
•	If the tenants are not taking the keys on the day, get the envelope ready with the keys, the condition report ready for pick up with the information about what has been paid on the front.  IE: Bond pay, rent to be paid on commencement date of the lease. Or  bond and rent paid, whichever the case may be.
•	Return the file to the cabinet and put the leases in Property Management Support tray for sending the landlord with the appropriate letter for signature and return one to this office.

Soft Copy Document Saving

Purpose
This procedure contains the instructions for making and saving soft copies of documents.

Procedure

Create New Document
•	Create a new document in Word, Excel, Outlook or PowerPoint, etc.
•	Or open an existing document, such as a standard form or letter.  

Complete The Document
•	Enter or change the data required

Save As
•	Click on "File" in the tool bar.
•	Select "Save As".

Select File Location
•	Select folder you wish to save the document into

Name the Document
•	Name the document, according to the following protocol:
o	Letter Name/Number
o	Recipient's Surname
o	Date.
o	Example: LL1 Smith 1.1.05

Save
•	Select the file type you wish to save you document as. This is located under the box you type your file name.
•	Select "Save".

Soft Copy Folder Creation

Purpose
This procedure contains the instructions for creating a soft copy folder.

Procedure

Right click on “Start” in the Windows Task Bar.
•	Select Explore In The Pop Up Menu
•	Select the drive on the server that contains all the Property Management data and documents. 
•	Select “File” in the Windows Task Bar
•	Select “New” in the drop down menu. 
•	Select “Folder” in the drop down menu.
•	Name the folder by:
          -   Suburb, Street Name Property Number, Apartment (Unit) Number 
	Do not use the following symbols:  /, \, : or -

Standard task list for Property Managers away

Property Manager’s name_________________________________________________________

Dates away____________________________________to_______________________________

ARREARS:

CORRESPONDENCE AND CHECKING MY IN TRAYS:

CHECKING STATEMENTS:

EMAILS:
Auto response arranged with MA on________________________________________________

MAINTENANCE AND GENERAL CALLS:

URGENT MAINTENANCE / CALLS:

TASKS:

LANDLORD UPDATES:

Properties that updates need to be done for (please list address and date of last update to landlord)

1.
2.
3.
4.
5.

I am / am not (cross out whichever is not applicable) available on mobile for staff members to call me.

Office voice mail message changed on_________________________________________________

Signed________________________________________________________________(Property Manager)

Date_____________________________________________________________________________

Tenant Welcome Pack

Purpose
This procedure contains the instructions for the preparation of a Tenant Welcome pack.

Procedure

Prepare the ‘Tenant Welcome Pack’ by folding the Agency’s presentation folder (found in the back store room) 
Attach the appropriate Property Managers Business card inside
Include:	
•	Vacating Notice form  TENANT VACATING FORM.doc
•	EBM Tenants Contents Insurance Brochure
•	‘What’s Your Opinion’ Questionnaire sheet  WHATS YOUR OPINION.doc
•	X 3 Maintenance Request forms  MAINTENANCE REQUEST FORM.doc
•	Tenant information sheet  TENANT INFORMATION SHEET.doc
•	Vacating Checklist Tenant_Vacating_Checklist.doc
•	The red ‘Renting a home a guide for tenants and landlords’ 
•	Bond Lodgment Form      (Fill out)	
•	Yarra Valley Water Form (Fill out) YARRA VELLEY WATER FORM.pdf
•	X 3 Residential Tenancy Lease Agreements (Check Procedure)
•	Tenant Welcome Letter (Check Procedure)
•	Sign up checklist (Office use to attach to front of pack for PM) TENANCY SIGN UP CHECKLIST.doc

Vacating Letters

Purpose
This procedure contains the instructions for creating letters to tenants and landlords when a property is vacated.

Procedure

Property Management will fill out a Vacating Notice Form.

Firstly check whether the tenant is tendering there 28 days notice outside of their Lease Agreement by checking the Lease expiry section at the bottom of the sheet. If there is a pro rata letting fee at the bottom of the page it means that the tenant is breaking their lease and extra charges apply.

Write a letter of acknowledgement to the outgoing tenant and landlord.  Once the letter has been completed attach a Tenant Vacating Checklist sheet to the letter (same checklist in the Tenant Welcome Pack)

Condition Report

Purpose
This procedure contains the instructions for compiling condition reports.

Procedure
Condition Report 
•	Confirm the property is completely vacant.
•	Items needed to complete your Condition Report:
o	All pages of a blank report, if using hard copy report, take 2 copies in case you make a mistake (it is carbonised) 
o	Remember to place a piece of cardboard between the pages when writing
o	PDA, if using computerised reports, with previous report 
o	Camera
o	All keys to the property
o	2 pens
o	Note pad
o	Folder.

General Information Required
•	Complete general tenancy details on the Condition Report
o	Address of rented premises
o	Tenant's name/s
o	Agreement commencement date
o	Details of any work that the Landlord has promised to undertake, but will not be completed prior to the commencement of the Tenancy
o	Agent's signature
o	Date Report completed.
•	Ensure the required information is completed on each page of the Report.

Completing The Condition Report
•	The report must be completed at the property (not at the office).
•	Walk through the property to familiarise yourself with the floor plan.
•	Check keys have been provided to fit ALL locks for the premises.
•	Label the usage of the keys (if applicable).
•	Comments - general information about the item:
o	Colour/condition of paint on walls
o	Number of hooks
o	Describe any damage, such as size, location & colour
o	Brand names and model numbers of any appliances
o	Type of floor covering and colour
o	Type of light shade
o	Type and colour of window coverings
o	Gas or electric cook top
o	Location of Hot Water Service
o	Gas or electric How Water Service, include brand & model number
o	Cracks in glass or mirrors
o	Location & type of parking (especially apartments)
o	Location & type of laundry facility (if share, is the machine provided? Coin operated or own electricity?)
o	Location of store room
o	Is the item common property?
•	Take photos, especially for properties with gardens, ensure the correct digital date appears on the photo.
•	Remove any "how to use" appliance manuals. 
•	If there is insufficient space in the report an additional page may be annexed to the report.
•	Appliance "how to use" manuals are photocopied (unless copies are already held by the      	  Agency/Landlord). The Tenant is to be issued their copy with their Tenancy Agreement.

Tenant Issued The Condition Report
•	Tenant is required to sign the original copy of the Condition Report to say that they have received the duplicated copies, as is required under the Residential Tenancies Act.
•	Agent is to retain this copy on Property File in office for their records.  
•	At commencement of the Agreement, the Tenant is provided with: 
o	2nd and 3rd carbonised copies of the report. 
o	Appliance "How to use" manuals (copies)
•	Explain to the Tenant that this documentation must be completed, signed and returned    	  within 3 days. 
•	The Agency retains either the negatives or digital copies of the photos, copy of the 	  	inventory, manuals. These documents are filled in the property file (soft or hard copy)
•	Place the Agent's copy of the Condition Report in the “Unreturned Condition Reports” file. "Unreturned Condition Reports" ready for follow up
•	If using PDA's (no hard copy), use your electronic task pad to follow up returned Condition Report 7 days after the commencement date of the tenancy 

Tenants Copy Returned Within 3 Days
•	Upon return of the Tenant's copy of the Condition Report, review any discrepancies    	 	  noted.
•	Major discrepancies are discussed with the Tenant; this may involve a property     	 	 inspection with the Tenant to resolve.
•	Resolve discrepancies as early as possible to avoid unpleasant relationships during a   	  	  Tenancy and problems at the end of the Tenancy.
•	If work is required, discuss solutions with the Landlord.
•	Remove the original copy of the Condition Report from the "Unreturned Condition     	 	Reports" file; attach it, along with the Tenant's completed copy to the Tenancy 	Agreement in the file.
•	If using a PDA, mark task on electronic task pad as complete and file the Report, 

Unreturned Condition Reports
•	Once a week, check the "Unreturned Condition Reports" file for any reports that have        	  not be returned and the Agreement commenced more than 3 days previous 
•	If using a PDA, a reminder will come up on your task pad.
•	Follow up the completion and return of the report with the Tenant.
•	File documentation.

Lease Agreement & Rental Review

Purpose
This procedure contains the conditions for Lease renewals and Rental reviews.

Procedure

Rent Review & Lease Renewal
•	Carried out with Periodic Inspection, or
•	Print a list of Tenancy Agreements that are due to expire in the next 90 days.
•	The list is checked for accuracy and verified against any existing instructions from the Landlord Client on file, in relation to Lease Agreement Renewal and Rent Review.
•	If unfamiliar with the property, a Property Inspection and Comparative Rental Analysis are completed.

Landlord Instructions Sought
•	The Landlord is contacted to advise:
o	Expiry date of the Tenancy Agreement
o	Renewal Agreement recommendations
o	Rent Review recommendations.
•	Diarise follow up of the Landlord's response for 14 days time.
 
Landlord Response (Follow Up)
•	After 14 days, if the Landlord has not responded, follow up.
 
Landlord - Approved/Not
•	Landlord's instructions confirmation letters are:
o	Prepared
o	Checked for accuracy
o	Saved
o	Signed
o	Sent 

Tenant Advised
•	Prepare, confirm, save, sign and send appropriate letter/ Notice of Rental increase  to the Tenant within 7 days of the Landlord's approval to confirm instructions.
•	Ensure correct notice periods given (Rental Increase).

Computer Updated
•	Update computer with next Lease Renewal/Rent Review date.
•	Update when the Rent Increase is to take effect & amount.
•	Do not change Lease expiry date until the Lease is signed. 
 
Renewal Tenancy Agreement Is Prepared And Executed
•	Lease renewal documentation is prepared as per Property Hand Over – Agent to Tenant Procedure.
•	Arrange for the Tenant to sign the Renewal Agreement. 
•	Where a Tenant insists on the Agreement being sent to them, seek the Department Manager's approval. This is usual for large company lease agreements. 
•	Renewal Agreement is executed.

Periodic Inspection

Purpose
This procedure contains the instructions for the conduct of periodic inspections.

Procedure

Periodic Inspections 
•	On the third  Friday of every month, print an "inspections Due" report. 
•	Check Management Agency Agreement/File notes for any special instructions pertaining to periodic inspections.
•	Ensure the office is currently holding a set of keys for the property(s) due for inspection.
•	If keys are not held, make arrangements with the Tenants for access.

Arrange Periodic Inspections/Advise Tenants
•	Arrange inspections in 2 hourly time frames, as often as required to get through your monthly requirement of inspections.
•	Book office camera for each time slot.
•	Inspections are to be allocated to common streets and suburbs to reduce wasted travel time.
•	Update your calendar with our inspection times.
•	Advise Tenants of the upcoming inspection.
 
•	Preparation for Periodic Inspection
•	Prior to attending the property ensure you have confirmed the following:
o	Any “Additional Terms” (ensure they are being upheld)
o	Is there an alarm (do you need a code?)
o	Check file for any work recently completed - to be inspected
o	Confirm there is an up to date Rental Listing Form for the property.
•	If using a PDA, upload the most recent inspection report.
•	Collect camera.
•	Collect office keys and small key ID stickers.
•	Take business cards, pens and folder.

Complete Periodic Inspection
•	Knock on the Tenants door loudly/ring door bell.
•	If no reply, unlock door: 
o	Noting which locks were locked and which were not.
•	Call out to the Tenant loudly, in case they are home and did not hear you knocking.
•	Complete the Periodic Inspection Form:
o	Items that are not satisfactory require further explanation.
•	Confirm all terms of the Tenancy Agreement are being met and record details on the report.
•	Check keys, ensuring keys to ALL locks are held:
o	Label each key with its specific use.
•	Take photos, especially if there is work required or being checked.
•	Update the Rental Listing Form (if required).
•	Record Strata Managing Agent's details (if a Strata Lot).
•	Confirm the location and type of parking and laundry facilities.
•	Leave a business card with a thank you note on the back.
•	Lock property as you found it.

Return Keys/ Camera
•	Immediately upon returning to the office:
o	Return Keys
o	Download photos and return Camera.

Prepare and Send Periodic Inspection Reports
•	If you could not gain access to the property, contact the Tenant and make arrangements for access and keys.
•	Update computer with the next inspection date.
•	Inspection Reports to be given to Property Management Support to type letter and report to be sent to owner
•	Arrange for any quotations that may be required.
•	Confirm the Agreement expiry date:
o	Is a Renewal Agreement possible/recommended?
•	Confirm the rental amount:
o	Is a Rent Review possible/recommended?
•	Advise Landlord(s) of any repairs and/or maintenance that may be required now or in the future (quotes maybe useful for future reference).
•	Follow up repairs until they are either approved or declined.
•	Report on the status or completion of any repairs.
•	Update computer with any new strata details or property details.
•	Give Landlord(s) solutions to issues that may arise, not just the problems.
•	File documentation.

Finalise Tenant Requests
•	Confirm any Tenant requests with the Landlord and advise the Tenant of the outcome.

Tenant Advised Of Inspection Results
•	Send the Tenant's relevant details/results from the inspection.
•	Deal with any breaches of the Tenancy Agreement in accordance with the Breach – General Breach Procedure.
•	Diarise for follow up inspection (if applicable). 

Open Packs for Saturdays

Purpose
On Friday mornings an open kit needs to be made up for the Property Managers to take with them on Saturdays. This procedure details how these are prepared.

Procedure
On Friday mornings an open kit needs to be made up for the Property Managers to take with them on Saturdays.

Enter in system Diary

•	Check which Property Manager is working that Saturday
•	Take an up to date rental list with the opens for that weekend
•	Print two copies one for the Property Manager and one for the receptionist
•	
Take Keys Out Of Key Cupboard

•	For each of the opens that are on the Saturday we need to provide the Property Manager with keys
•	Take the keys and put them into a bucket (there should be one in the Property Management office)

Rental Lists

Depending on the amount of opens on the Saturday print off a few rental lists to include in the pack
(See printing off rental lists procedure)

Rental application forms

Print Rental Application forms

Make sure that there are enough in the pack (depending on how many opens there are that week)
Our Company Open For Inspection Form

In the pack include the Our Company open for inspection form pad.

Rental Appraisal

Purpose
This procedure contains the instructions for conducting a rental appraisal.

Procedure

Rental Appraisal Required
•	The need for the property to be appraised/rental estimate obtained is determined:
o	New Management opportunity
o	New Tenancy available
o	Review of current Tenancy 
o	Sales Valuation
o	Sales Appraisal.

Arrange Property Inspection
•	Where the property is occupied:
o	Arrange for access, as per the Agency Policy and Procedure.
•	Where the property is vacant:
o	Arrange for access with the Owner/Agent in possession of the property. 

Property Inspected
•	The property is inspected within 24 hours of the initial request (unless the property is unavailable).
•	View property.
•	Take photos for marketing purposes (if applicable)
•	Complete the Residential Rental Listing Form in full including:	
o	Inclusions (if any)
o	Special conditions 				 	
o	Any cleaning or maintenance required.

Comparative Rental Analysis
•	List the features/benefits of other rental properties that are: 
o	Currently For Lease
o	Recently Leased.
•	Determine the rental range for the property being appraised, by comparing it to the properties reviewed in Step 4.1
o	Benefits
o	Features
o	Location
o	Rental price
o	Condition of the property
o	Lease term offered
o	Special terms.
o	
Note 	Properties recently leased:
o	Are the best comparison, as someone has agreed to the rent and lease requested
o	Properties currently for lease:
o	Will only give you an indication of rental range, as no one has actually agreed to the rent and lease request and the agreed terms may be very different to what is being asked.

Rental Increase

Purpose
This procedure contains the actions required when increasing the rent on a property.

Procedure

Rental Increase Recommended
•	Rent Increases are carried out in the following situations:
o	Expired or expiring Tenancy Agreements
o	Periodic inspections 
o	Requested by the Landlord.
 
Landlord - Approved
•	Confirm the Landlord's instructions. 
 
Rent Increase Notice Served
•	Prepare and send appropriate letter/ Notice of Rent Increase  to the Tenant within 7 days of the Landlord's approval.
•	Ensure correct notice periods given.
•	Update the computer to reflect the change in the rental amount and the date it is to occur. 

Confirm Rental Increase Issued With Landlord
•	Confirm the Rental Increase Notice has been issued with the Landlord
•	Advise the Landlord if the Tenant disputes the increase and provide the Landlord with the Tenant's reasons.
•	If the dispute cannot be resolved, the Tenant will need to apply to the Tribunal or move out.

Repairs & Maintenance

Purpose
This procedure contains the actions necessary when repairs and maintenance are required on a rental property.

Procedure

Repair Request Lodged
•	The Tenant lodges a request for a repair in writing by letter, fax,  or email.

Urgent Repairs Arranged Within 24 Hours
•	All urgent repairs, as listed under the Tenancy Agreement are to be attended to within 24 hours  of the Property Manager becoming aware of the repair.
•	Confirm the Landlord's instructions regarding tradespeople, or
•	Company approved tradesperson arranged to attend property.
•	Relevant staff member/s are advised, if appropriate.
•	Arrange an inspection and take photos, especially if:
o	An Insurance Claim is to be made
o	The Tenant is likely to seek some form of compensation.
 
Keys Prepared
•	If the Tradesperson has the Tenant's permission to gain access with the Agency keys, ensure keys prepared and ready for collection.

Follow Up Until Completed
•	Once a week, a report is generated from the computer system showing all outstanding repairs, by Creditor.
•	Each Creditor is sent this report and a status report is requested.
•	The Creditor is given a deadline to update the status report.
•	Contact Tenants and Landlords a minimum of once per week - with the current status of their repair, even if nothing has changed.
•	Update the repair details on the computer to reflect the current status.

Repair Authorisation Request
•	Where no, or insufficient repair authority is given, contact the Landlord for instructions.
•	When authorised go to next Step.
•	If there is no response from the Landlord, follow up in 7 days.
•	Where the Landlord does not respond, seek the Department Manager's instructions. Consider the following:
o	Will the property be damaged if the repair is not attended to?
o	Will the Tenant make a valid compensation claim, if the repair is not attended     to?
o	Will the repair cost more, if it is not attended to?
o	Always act in the Landlord's best interest.

Repair Not Approved
•	Where the Landlord does not give authority for the repair to be completed, the Tenant is advised within 24 hours.
•	The Landlord's instructions are confirmed with the Landlord.
•	Computer system is updated

Creditor Invoice Received
•	All invoices must be approved by the Property Manager
•	Confirm invoice details are consistent with those on the work order.
•	If the invoice/Creditor indicates that the repair may have been caused by tenant negligence, clarify with the Creditor and then the Tenant.
•	The Tenant is contacted to confirm that the work has been completed in the required manner.
•	If necessary, inspect the work and take photos.
•	Ensure the agency is holding sufficient funds to pay the invoice.
•	If insufficient funds held, advise the Landlord and request payment.
•	Stamp approved invoices and forward to Accounts Clerk for processing and payment.
  
Insurance Claims
•	Complete the insurance company's Claim Form, including:
o	Assessors report
o	Creditor invoices/quotes
o	Photos
o	Statutory Declarations (if required). 
•	Ensure all documents are photocopied and filed.
•	Submit the completed Claim Form to the insurance company.
•	Advise Landlord that the claim has been made.
•	Diarise to follow up until the claim is finalised.
•	When the refund cheque is received, reimburse the Landlord for any invoices/ compensation that the insurance company has covered and the Landlord has paid.
•	If the Creditor is awaiting payment, pay them immediately.
•	Update the computer and file the documentation.

Agent to Client

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.

Agent to Tenant

Purpose
This procedure contains the necessary actions required when a tenant is handed a property. 

Procedure

Tenant Welcomed to the Agency
•	The Tenant/s are greeted and shown to the Agreement signing area.
•	The Residential Tenancy Agreement is provided to the Tenant for review prior to signing.

Tenancy Agreement Executed
•	Answer all of the Tenant's questions.
•	All copies of the Tenancy documentation are signed by the Tenant and the Agency representative: 
o	initial where any of the standard printing in the Agreement has been altered 
o	initial the bottom front page of Part 1 of the Agreement	
o	sign in the appropriate places on Page 8 of the Agreement 	
o	sign off on the Additional Terms.

•	The signatures are witnessed and the witness completes and signs in the appropriate place.
Note:	The person who witnesses the Tenant's signature should not also sign the Agreement on behalf of the Landlord. However, the same person may witness both the Agent and Tenant's signatures.

•	Condition Report Issued/Explained
•	The importance of the Condition Report is explained to the Tenant:
o	The Rental Bond refund is determined by the accuracy of this Report
o	The report must be completed, signed and returned within 7 days to the Agency. If not, the Agent's report may be deemed true and correct.
•	Two copies of the Condition Report are given to the Tenant to complete
o	Copy 1, is the Agency's copy (with Tenant remarks)
o	Copy 2, is the Tenant's copy (with Tenant remarks).

Rental Bond Lodgement Form
•	The Rental Bond Lodgement Form is explained to the Tenant.
•	All parties sign and date the form where required.
•	Two photocopies are made of the signed Rental Bond Lodgement Form.
•	The Tenant is provided with a signed copy of the Form.
•	The Agency retains a copy of the Form, with the Tenancy Agreement.
•	The original Rental Bond Lodgement Form is to be lodged with the Bond payment.
 
Renting Guide Explained/Issued
•	The Tenant is provided with a copy of the 'Renting Guide' booklet (NSW).
•	The 'Renting Guide' booklet is explained to the Tenant.
•	The Tenant is required to sign an acknowledgement of receipt of the booklet in the appropriate place on Page 8 of the Tenancy Agreement.
 
Explain All Other Agency Documents
•	Each document is explained to the Tenant.
•	Where certain documents are available “Online”, this is explained and the Tenant is shown how to access and use the documents.

Collect And Receipt All Money Due
•	Collect and receipt all money owing to the Agency Trust Account:
o	Rental Bond
o	Rent in advance (less any Reservation Fee paid)
o	Tenancy Agreement Preparation Fee (NSW).
•	Provide the Tenant with a receipt, reflecting the allocation of all monies received.

Keys/Documents Signed Over
•	All keys must be photocopied on to the Document/Key Receipt Form.
•	Include details of any remote controls, alarm codes, etc.
•	The Tenant signs the Document/Key Receipt Form.
•	Photocopy the signed Document/Key Receipt Form, and provide a copy to the Tenant. The original is retained for the Agency file.
•	The Tenant is issued with their copy of the executed Tenancy Agreement and any other Agency documents.
•	Where the Tenant is moving into the property immediately:
o	Issue one full set of keys for each person named on the Agreement.
•	Where the Tenant is moving into the property at a future date: 	
o	Arrangements are made for the collection of the keys on the day the Agreement commences.
Note: 	The Tenant is to sign for the keys when issued, however if they are receiving any documentation prior, they are required to sign for the documents now.
 
Tenant Congratulated And Farewelled
•	The Tenant is asked to join the Agency mailing list. 
•	The Tenant is congratulated and then farewelled.

Documentation Processed
•	The Rental Bond Lodgement Form is faxed to RTBA
•	Photocopy the Condition Report.
•	The Condition Report is filed for follow up in the "Outstanding Condition Reports" tray.
•	File all documents, except the Landlord copy of the Tenancy Agreement and copy of the Condition Report.
•	Confirm the Periodic Inspection date has been entered into the system for three months time.

Landlord Advised 
•	The Landlord is advised that the Tenancy Agreement has been signed.
•	The Landlord is sent a copy of the Tenancy Agreement and a copy of the Condition Report.

Client to Agent

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

Procedure

Management Agency Agreement is Checked For Accuracy
•	Check the Management Agency Agreement:
o	 For completeness
o	For accuracy.
•	If the property is occupied, check that you have received the following documents:
o	Residential Tenancy Agreement
o	Condition Report
o	Change of Managing Agent Form (Rental Bond)
o	Tenancy Application Form
o	Attornment Notices (if applicable)
o	Termination Notices (if any have been served)
o	Rent Increases (if any have been issued)
o	Tenant rent payment dates & amount
o	Tenant Rent Payment Ledger
o	Tenant Contact Details.

•	Check all documents are:
o	Complete
o	Accurate.
•	Keys are received
o	3 full sets (vacant)
o	1 full set (occupied).
•	If any essential information is missing, immediately obtain the missing information before proceeding any further with this procedure.

Files Created & Keys Tagged
•	Tag and record all keys received.
•	Create a hard copy Landlord and Tenant file.
•	File all documents received.
•	Enter full details of the Landlord, Property and Tenant into the computer.
•	Create a soft copy file on the Agency server 
•	Move file from the “Prospective Landlord Clients” folder on the server to the “Properties Under Management” folder.
•	If occupied:
o	Allocate the Tenant a rent payment number/card.
 
Confirmation Letters Prepared / Sent
•	All confirmation letters are to be:
o	Prepared
o	Saved in relevant file
o	Signed
o	Sent
•	All associated parties must be advised of the Management change:
o	New Landlord
o	Tenant (arrange property inspection)
o	Statutory bodies
o	Strata Manager (if applicable)
o	Neighbours
o	Previous Agent (if applicable)
  
Property Inspection 
•	Within 24 hours of receipt of the new files arrange an inspection of the property for the purpose of completing a Periodic Inspection Report and confirming marketing requirements (if applicable).
•	If the property is occupied:
o	A Periodic Inspection is carried out
o	The inspection is carried out with the Tenant present, for relationship building           purposes and to discuss any outstanding issues 
o	Condition Report from the previous Agent is checked for accuracy.
•	Property is inspected and details recorded.
•	Photos are taken for marketing and periodic inspection purposes.
•	All keys are checked and labelled.

Property Inspection & Marketing Report/s Sent To Landlord
•	All relevant Marketing and Property Inspection documents are to be:
o	Prepared
o	Saved
o	Signed
o	Sent.
•	Advise the Landlord of any outstanding issues:
o	Recommend solutions.
•	Follow up outstanding issues until they are resolved.
 
Commence Marketing Campaign
•	If the property is vacant, commence property marketing in accordance with the Landlord's instructions.

Taking over Property from another Agent

 Purpose
This procedure contains the necessary actions required when a managed property is transferred from another agent.

Procedure
•	Obtain written authority from the Landlord.  
•	Complete and fax a letter to current managing agent immediately. 
•	Find the letter on system which is in the tenant screen under Actions, under letters.  The letter outlines all documentation which is required for the other agent to get ready when we are taking over the management.
•	Print the letter onto a letterhead and fax it to the agency requesting that the documents be ready within 48 hours, specify a date and time for collection.
•	Call the agency on the day it is due to be collected and confirm that it is ready.
•	Collect documents from the other agency.
•	Go through the documents to ensure that you have all that you have requested in the original letter. Ensure that there is a bond transfer form from Agent to Agent done.
•	Call the new tenants and let them know that we are now managing the property and we will shortly send a letter to confirm setting up a time to view the property and familiarize ourselves with them and the property.
•	Call the Landlords to advise that we have the file and that we will be arranging an inspection of the property should they wish to attend.
•	Send the tenants a letter outlining a date for inspection and provide them with banking details for payment of rent.  
•	Send the bond transfer form to the RTBA
•	Give the file to Administration to set up on system.
•	Conduct the inspection and make any notes to provide for the landlord.
•	Do a written report for the Landlord and advise if there are any outstanding issues.

Tenant to Agent

Purpose
This procedure contains the necessary actions required when a managed property is transferred from the tenant to the agent at the end of a lease.

Procedure

Vacating Notice Received From Tenant
•	Verbal notice is unacceptable.
•	Notice must be no less than 28 days and in writing
•	Confirm the expiry date of Agreement.
•	For a 'general' vacating situation, a Vacating Notice is used and signed by the Tenant.
•	For an "Agreement Break" (i.e. Lease break), a different Vacating Notice is used and signed by the Tenant.
•	Tenant's breaking their Agreement are responsible for: 
o	Paying rent until either a new Tenant moves in to the property and starts paying rent or until the Agreement expires (whichever happens first) 
o	Pay a Prorata Letting Fee as compensation to the owner Full Fee divided by 12 months multiplied by number of months remaining on contract- this is also subject to GST)
o	Pay the costs of any agreed advertising
•	The notice is date stamped with the date the notice was received.
•	Confirm vacating details in writing, letter sent with Bond Claim Form (supply of these in drawer in Property Management office) and Vacating Checklist
     The minimum notice period that the Tenant is required to give commences from the date the Notice       is received by the Agency, not the date sent by the Tenant.
 
Vacating Information Is Processed
•	The vacating date is entered on the computer, in both the trust accounting software and it is diarised for follow up and completion on the Tenant is due to vacate the premises.

Landlord Advised
•	The Landlord is advised verbally of the upcoming vacancy and instructions sought, then letter sent to confirm instructions.
•	If the property is a strata unit, the Strata Managing Agent/Owners Corporation is advised.

Confirm Vacating Process With Tenant
•	Arrange and diarise a Pre-Vacating Inspection with the Tenant.
•	Confirm costs involved (Agreement Break).
•	Confirm vacate date and rent due to the vacate date.
•	Advise Tenant of how to obtain a full Bond refund.

Pre-Vacating Inspection 
•	This inspection is to: 
o	Sort out any potential problems with the condition of the property
o	Confirm suitable access arrangements to show the property
o	Re-assess the asking rent (if necessary)
o	Determine any major work necessary to the property
o	Assist in the creation of advertisements
o	Check the master keys
o	Reinforce the Tenant's obligations.
•	Where the property is to be re-let, a For Lease sign is placed in a prominent position on the property (with the Landlord's &/or Strata Management's consent).

Pre-Vacating Inspection Results - Landlord Advised
•	The Landlord is advised of:
o	Any repairs or maintenance required (quotes obtained, if required)
o	Current market rent range
o	Confirm Marketing Campaign.
 
Final Inspection Completed
•	Once all keys have been returned to the office, the Final Inspection is to be completed. Final Inspection must be completed within 48 hours and Bond must be dispersed or an application made to Tribunal within 10 clear business days. (14 straight days)
•	Where possible, the Final Inspection is to be carried out in the presence of the Landlord
•	Keys are checked to ensure that all keys issued are returned and that no locks have been changed.
•	The Condition Report that was completed by the Tenant at the commencement of the Tenancy is checked for discrepancies, the Final Inspection details is completed in the allocated space on the report and on the Rental Bond Release Form.
•	Photos are taken of any discrepancies.
•	The Tenant must be given the opportunity to rectify any discrepancies.
•	If discrepancies can not be resolved, contact Owner for instructions, an application to the Tribunal may be needed to resolve outstanding issues. If appropriate, complete a Condition Report for the incoming Tenant.
  
Arrange Repairs (Where Necessary)
•	Where necessary, work orders are prepared on the computer and 	forwarded to the appropriate contractors.
•	If payment for work carried out is to be claimed from the Tenant's bond, the Creditors invoice is to be paid with the Landlords funds.
•	Invoices for the work are created for the Tenant (on the computer) allocating payment of the funds to the Landlord, be sure to note on the invoice that the matters are related to the Bond claim.
•	The Landlord will be reimbursed when the Bond claim cheque is received by the Agency - this will allow us to maintain a good credit rating with our contractors.

Rental Bond Claimed
•	After all appropriate Bond deductions are confirmed and calculated, the Rental Bond Claim Form is to be: 
o	Completed
o	Signed 
o	Faxed to the Rental Bond Board 
•	When the landlord is claiming funds from the Bond, the Tenant is requested to sign the Rental Bond Claim Form to ensure rapid payment of the funds to both parties.
•	When both parties agree on the bond refund, agent is to fill out Bond Release Form and give to Senior Property Manager to sign off, then Property Manager is to fax Bond Claim Form original to RTBA, attach confirmation to the back and give all forms to Accounts Clerk to complete and process bond.

 List Tenant with NTD (National Tenancy Database)
•	All tenants should be registered with NTD online, outlining whether or not they are recommended.

Intention to vacate (all tenants)

Purpose
In this procedure, the Tenant gives notice that they are ending the tenancy and the Property Management Consultant responds. This procedure starts when the Departing Tenant gives notice.  It ends when the Property Management Consultant has notified the Landlord of the notice and the Departing Tenant of their obligations.

It is important that 
•	Departing tenants have clear communication about their obligations
•	Landlords know about coming vacancies promptly.  
•	The leasing team is ready to find another tenant if required

Procedure
Vacancy notice rules
•	To avoid having to pay rent after they have vacated a property, all tenants must 
o	Give 28 days written notice of their intention to vacate AND
o	Wait until the Tenancy Agreement expires
•	This rule may be relaxed in the following cases:
o	The Landlord agrees in writing and understands that they are surrendering their legal right to rent and reimbursement of expenses.
o	The Tenants Tribunal orders it.

Property Management Consultant
•	(If the Tenant has not yet given notice in writing) provides a Notice of Intention to Vacate form for them to complete.
•	(If the Tenant has given notice using a letter) fills in a Notice of Intention to Vacate form on their behalf and contacts them for any missing information
•	Notifies the Landlord of the coming vacancy
•	Notifies the Leasing Manager of the coming vacancy
•	Arranges with the Tenant to inspect the property, preferably on the day  they vacate the property 
•	Writes to the Tenant confirming the arrangements for vacating the property

Negotiating access with tenants

Purpose 
In this procedure, Sales Consultants keep the Existing Tenant informed about sales listings, 'open for inspection's, inspections, and auctions.  This procedure starts when the Sales Consultant lists the property.  It ends when settlement is complete or at the end of the agency agreement.

A property for sale with an Existing Tenant is still a home to the tenant.  They do not have much power in the situation and their rights and personal space needs to be respected.

Remember that the Existing Tenant is your customer's customer and so essentially they are the company's customer.  If they stay in the property they will continue in this customer role.  If they move to a different property they could still be your customers.

If you don't have the cooperation of the Existing Tenant, selling the property can be more difficult.  Keep them informed about the progress of the sales listing and negotiate inspection appointments carefully with them.

Procedure
All arrangements must conform with the Residential tenancies Act

Sales Consultant 
•	Immediately after completing an agency agreement, contacts to the Existing Tenant explaining access requirements and seeking their cooperation
•	Confirms that the Existing Tenant is aware of the arrangements for vacant or occupied possession on settlement
•	Develops rapport with the Existing Tenant during the sales listing period, ensuring that inspections do not encroach on their privacy and enjoyment of the property
•	Establishes preferred hours for inspection with the Existing Tenant and access to keys.
•	Gives 24 hours notice of inspections or shorter period if the Existing Tenant agrees
•	Negotiates 'open for inspections' carefully with the Existing Tenant, giving at least 3 days notice and encouraging the Seller to acknowledge the inconvenience personally
•	Gives at least 7 days notice to the Existing Tenant of an auction, explaining what happens at the auction.  Uses rapport with the Existing Tenant and Seller to achieve the best cooperation for the auction.  This includes presenting the property and the creating the atmosphere at the auction.

Premature intention to vacate (additional rules)

Purpose
In this procedure, the Property Manager explains to the tenant the consequences of premature intention to vacate.  This procedure starts when the Tenant gives premature Notice of Intention to Vacate.  It ends when the Property Manager has briefed the Tenant.

Note: The general procedure for intention to vacate still applies.  

The Tenant has agreed to lease the property for the term of the Tenancy Agreement and also to give 21 days notice in writing of their intention to vacate.  

They are obliged to pay rent for the whole of this time and to cover all costs of changes to the agreement so that the Landlord does not suffer loss from their change of plan.

It is important to make sure that a prematurely departing tenant is aware of their obligations.

Procedure
Property Manager
•	Asks the Landlord for approval to re-let the property early, explaining that if the Tenancy Agreement is still current, the tenant must pay the leasing costs
•	(If the Landlord has agreed to re-let the property) explains to the Tenant that the company:
o	Will try to re-let the property as soon as possible
o	Is happy to consider Applications for Tenancy from anyone who they introduce
o	(If the Tenancy Agreement has expired but the Tenant has not given 21 days notice) Advises the tenant that they must pay rent up to the end of the 21 day period (or until the property is re-let if this happens first)
o	(If the Tenancy Agreement will still be current at the time the Tenant vacates) Advises the tenant that they must pay:
•	Rent up to the end of the Tenancy Agreement (or until the property is re-let if this happens first)
•	Leasing costs for the replacement tenants including leasing fees and advertising
•	(If the Tenant must pay any costs) Collects costs directly from the Tenant, not through the bond
•	Writes to the Tenant confirming these arrangements
•	Records the premature notice in the Tenants Database, including the Tenant's reasons

Property maintenance

Purpose
In this procedure, property management staff respond to property maintenance requests.  This procedure starts when a staff member observes or receives a report of a need for maintenance.  It ends when the Senior Property manager signs off that the job is complete.

Property maintenance is complex, with different landlord requirements and a range of possible maintenance activities.  

Procedure
Maintenance Request Receiver (any staff member)
•	Receives maintenance request from a tenant, landlord or tradesperson, or observes need for maintenance
•	Records maintenance need in the Repairs and Maintenance Register
•	For major or urgent repairs:
o	Reports it to the Maintenance Allocator directly by telephone, e-mail or paper memo.  
o	Follows this up if there is doubt about the message getting through
o	Reports back to the client or tradesperson who reported the need for maintenance

Maintenance Allocator 
•	Each day at 3:30 pm, collects the day's entries from the Repairs and Maintenance Register 
•	Checks the landlord's instructions for each repair
•	Requests landlord permission for the maintenance as required
•	Allocates work to tradesperson types using the action column of the Repairs and Maintenance Register:
o	For expensive or detailed work, marks in the action column of the Repairs and Maintenance Register that a quote is required
o	If inspection is required, marks this in the action column of the Repairs and Maintenance Register.  
o	Report the maintenance to the landlord

Preferred Tradespersons
•	Contact the Maintenance Administrator each day at 4:00 pm to collect maintenance jobs.
•	For expensive or detailed work, requests a written quote from the tradesperson
•	Do not contact other staff members of the company about maintenance jobs

Maintenance Administrator
•	Allocates maintenance jobs to preferred tradespersons when they contact the office
•	If required, arranges for the Maintenance Inspector to inspect the site, and consults the Maintenance Allocator if necessary
•	When a non-preferred tradesperson is needed, uses the Approved Tradesperson List to find one and request service.
•	If required, gets a quote for the work.
•	Gives tenant contact details to the tradesperson
•	Notifies the tenant about the tradesperson visit, giving contact details
•	After the arranged finish time for the work, contact the tenant and confirm that the work is complete
•	If required, requests the Maintenance Inspector to inspect the work
•	If required, reports completion to the landlord
•	Marks the work as complete in the Repairs and Maintenance Register

Maintenance Inspector
•	On request, inspects property before or after maintenance (or both) 
•	Before maintenance, reports maintenance required to the Maintenance Administrator
•	After maintenance, reports to the Maintenance Administrator whether the job is complete 
•	For completed jobs, reports tradesperson quality and speed of service to the Maintenance Administrator

Routine Inspections

Purpose
In this procedure, the Property Manager carries out landlord inspections of leased properties.  This procedure starts when the Property Management Administrator prepares the Landlords Inspection Schedule.  It ends when the Property Management Consultant reports on the condition of the property.

Landlords are entitled to inspect properties each six months.  This is an opportunity for
•	The tenants to make requests
•	The landlord to 
o	Identify long and short term maintenance needs
o	Check that the tenant is respecting the property sand complying with lease conditions
The company performs these inspections on behalf of the landlord and then:
•	Reports property condition and issues to the landlord
•	Communicates with the tenants if they need reminding about lease conditions
•	Orders maintenance if necessary 

It is important for the inspections to be thorough and for the company to follow up issues and maintenance. 

Procedure
Property Manager
•	Schedules internal landlord's inspections for 10% of properties each month except December and January in the Landlord's Inspection Schedule
•	Schedules kerbside landlord's inspections for 10% of properties each month except December and January, 4–6 months apart from the internal inspections, in the Landlord's Inspection Schedule
•	Carry out internal and kerbside inspections according to the Landlord's Inspection Schedule
•	Remind the tenants if they are not following lease conditions
•	Report the inspection to the landlord
•	Request maintenance if required 

Tenancy Tribunal hearings

Purpose
In this procedure, the Property Management Consultant applies to the Tenancy Tribunal for an order for possession.  This procedure starts when the Property Management Consultant applies for the order for possession.  It ends when the Tenancy Tribunal serves the order for possession on the Tenant.

The law strongly protects the rights of tenants.  If you need to evict a tenant, you must follow procedures exactly.  If the eviction fails, this causes more losses to the Landlord.

Procedure
Senior Property Management Consultant
•	Applies to the Tenancy Tribunal for a hearing
•	Finds out if the Landlord is appearing (not necessary unless they need to be a witness)
•	Attends the hearing 
•	Attempts to resolve the matter with the Tenant if they appear
•	Presents evidence that the company sent the Termination of Tenancy Notice correctly
•	(If the Tenancy Tribunal makes an order for possession) 
•	Applies for a warrant to enforce the order
•	Claims rent owing from the bond
Tenancy Tribunal notes
•	There is a fee of $30 if the amount owing is more than bond
•	They notify the hearing date to the company and the Tenant in about 2 weeks
•	They make an order for possession and for rent arrears, 
•	They authorise a bond claim to pay the rent
•	The fee for a warrant is $60

Tenants request for further tenancy agreement

Purpose
In this procedure, the Property Manager finds out if the Landlord and Tenant want to extend the Tenancy Agreement.  This procedure starts when the Property Manager asks the Landlord whether to invite the Tenant to renew the Tenancy Agreement.  It ends when the Tenant requests an extension or say that they do not want to extend.

On-going tenancy from year to year is the ideal for both tenants and landlords, provided they are happy with their arrangement.  The company needs to find out as early as possible whether the Landlord and Tenant want to extend the Tenancy Agreement, and help them with the paperwork involved.

Procedure
Property Manager
One month before the Tenancy Agreement expires
•	Makes sure that there is a current recommended rent for the property
•	Asks the Landlord if they want the current Tenant to extend the Tenancy Agreement.  
•	(If NO, see when a tenant gives notice).  
•	Explains to the Landlord the costs of renewing the Tenancy Agreement and gets agreement for this expenditure.
•	Agrees with the Landlord on the rent they want during the new Tenancy Agreement, including any range that they are willing to negotiate 
•	Asks the Tenant if they want to renew the Tenancy Agreement, stating the rent and negotiating as authorised, referring to the Landlord if necessary
•	Confirm the results of this discussion in writing to the Landlord and the Tenant
•	If the Tenant wants to renew, see leasing a property.
•	If the Tenant does not want to renew, see when a tenant gives notice

Tenant's reference

Purpose
In this procedure, the Property Manager provides a reference for a Departed Tenant. This procedure starts when the Departed Tenant's Agent requests a reference.  It ends when the Property Management Consultant gives the reference to the Departed Tenant's Agent.

Departing tenants rely on references from their previous landlord when applying for their next property.  If all property management companies provide reliable references, the job of selecting tenants becomes easier.

Procedure
Property Manager
On request from the Departed Tenant's Agent:
•	Examines the Property Management Master File for evidence that the Departing Tenant complied with Tenancy Agreement conditions
•	Examines the Tenant's record in the Tenants Database
•	Delivers a Landlord's Reference by telephone to the Departing Tenant's Agent

Vacated property inspection and bond refund

Purpose
In this procedure, the Property Manager inspects the property before the Tenant vacates it.  This procedure starts when the Property Management Consultant studies the Property Condition Report, Property Condition Updates and maintenance requests.  It ends when the Property Manager sends in the Rental Bond Claim and Refund form.

Before refunding the bond, the company needs to check that the property is in good condition and whether the Landlord needs to make a claim on the bond.  

Procedure
Property Management Consultant
•	Studies the Property Condition Report, Property Condition Updates and maintenance requests for the period of tenancy
•	On the day that the Tenant is vacating the property, and preferably with the Tenant present, inspects the property
•	Creates a Property Condition Update
•	Reviews the property condition with the Landlord, comparing the Property Condition Report and Updates
•	Lists defects, faults and breakage's resulting from the Tenant's negligence or carelessness on the Notice of Intention to Vacate
•	Fills in the Rental Bond Claim and Refund form and sends it to the Rental Bond Board 
•	Requests maintenance as necessary 
•	Files the Property Condition Update and the Notice of Intention to Vacate in the Property Management Master File
•	Records details of rental bond refund and claims in the Tenants Database

Withdrawal of intention to vacate

Purpose
In this procedure, the Tenant withdraws their Notice of Intent to Vacate.  This procedure starts when the Tenant notifies the Property Manager that they want to withdraw their Notice of Intent to Vacate.  It ends when the Property Management Consultant has confirmed the withdrawal in writing and informed all stakeholders.

As long as a tenant is acceptable to a landlord, it is always preferable for the tenancy to continue.  If a tenant withdraws a Notice of Intent to Vacate, the company must promptly cancel all activities resulting from the original notice.

Procedure
Property Management Consultant
•	(If the Tenant has not withdrawn the Notice of Intent to Vacate in writing) Requests the Tenant to fill in the Withdrawal of Notice of Intent to Vacate
•	(If the Tenant has withdrawn the Notice of Intent to Vacate using a letter) Fills in a Withdrawal of Notice of Intent to Vacate on behalf of the client, requesting details as necessary from the client
•	Asks the Landlord for approval of the withdrawal
•	(If the Landlord approves the withdrawal) Confirms the withdrawal in writing to the following stakeholders:
o	Landlord
o	Tenant
o	Leasing Manager
•	Files the Withdrawal of Notice of Intent to Vacate in the Property Management Master File and records it in the Tenants Database