Chapter Folder online/01 PROPERTY MANAGEMENT AN … · 2017-05-17 · Chapter Folder online/11...
Transcript of Chapter Folder online/01 PROPERTY MANAGEMENT AN … · 2017-05-17 · Chapter Folder online/11...
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
© www.realestateexcellence.com.au PME manual Version 1 July 2017 1 | P a g e
Chapter Folder online/01 PROPERTY MANAGEMENT – AN OVERVIEW
1.1.1 What is the role of a Property Manager?
1.1.1 The key to property management success
1.1.2 The tasks of property management
1.2 The Agency management agreement
1.3 Leasing fee
1.4 Fees generally
1.5 Expenses
1.6 Terminology and explanations of legislation
1.7 The legislation and how to find legislation
1.8 Setting up a property management division – an overview
1.9 What KPI’s should you use for property managers?
Chapter Folder online/02 ENQUIRIES, DATABASE AND PROSPECTING
2.1 Landlord listing booklet
2.1.1 Example scripts to use for management enquiry
2.1.2 Tenant enquiry
2.2 Recommended task to carry out to grow the rent roll
2.3 Database set up
2.4 Newsletters and content
2.5 Daily, weekly, monthly plan
2.6 Other growth tips
2.7 Survey existing landlords
2.8 Direct marketing and the law
Chapter Folder online/03 THE MANAGEMENT AGREEMENT (plus agency obligations)
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3.1 The management agreement – an overview
3.2 Agency agreements and the law
3.3 inspection report required to be completed when agreement entered into
3.4 Termination of management agreements
3.5 Rental appraisals
3.6 What to look for when inspecting property before listing for rent
3.7 Rental listing sheet
3.7a Furnished property
3.8 Landlord disclosure statement
3.8a Disclosure of material facts
3.9 Title search
3.10 Identification of landlords
3.11 Setting up passwords for new landlords
3.12 Landlord obligations generally
3.13 Disclosure of death and other matters to prospective tenants
3.14 Landlord insurance details
Chapter Folder online/ 04 LANDLORD OBLIGATIONS AND THE LAW
4.1 Landlord obligations – an overview
4.2 Smoke alarms
4.3 Swimming pools and spas
4.4 Security
4.5 Pests or vermin
4.6 Tenant pest control responsibilities
4.7 Maintenance and maintaining the property
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
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4.8 Window and balcony safety
4.9 Asbestos
4.10 Curtain and blinds
4.11 Window coverings at the rental property
4.12 Landlord to pay rates, taxes and other charges
Chapter Folder online/05 ADVERTISING AND SHOWING PROPERTY FOR RENT
5.1 Writing advertising copy
5.1a Disclosure of death and other matters to prospective tenants
5.2 Advertising approval and expenditure
5.3 Handing out keys to vacant rental property
5.4 Showing property – safety and presentation
5.5 Showing property with a tenant still in place
5.6 Vacant property reports and dealing with vacant property
5.7 Tenant enquiry and working with prospective tenants
5.8 Vacant property and landlord insurance
5.9 Advertising free rent as an incentive
Chapter Folder online/06 APPLICATION FORMS AND PROCESSING
6.1 Tenancy applications and processing; an overview
6.2 Tenants who apply for property via email
6.3 Key factors when assessing tenancy applications
6.4 Requirements under the RT Act – tenancy databases
6.5 Guarantors
6.6 Discrimination law
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
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6.7 Presenting application forms to the landlord
6.7a Offer and acceptance – landlord or tenant withdraw
6.8 Landlord right to receive applications
6.9 Pets and smoking
6.10 Business applications
6.11 Approving tenants
6.12 If the tenant does not pay monies to secure the tenancy within the required time frame
upon acceptance
6.13 Approved and unapproved occupants
6.14 Binding the tenant lawfully and acting in the landlord’s best interest
6.15 Holding deposits
6.16 Setting up passwords for tenants to access information
6.17 Face to face appointments for sign up forms
6.18 Declined tenancy applications
6.19 Contracting outside the Act
Chapter Folder online/07 TENANCY SIGN UP, RELATED DOCUMENTS AND PROCEDURES
7.1 Documents that must be given to tenants before entering in to a lease agreement
7.2 Legislation and beginning a tenancy documents
7.3 Standard terms
7.4 Best practice forms as part of a new tenancy
7.5 Fixed term and periodic tenancies
7.6 Landlord name on the tenancy agreement
7.7 Photos and the Condition report
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
© www.realestateexcellence.com.au PME manual Version 1 July 2017 5 | P a g e
7.8 Tenant does not return the Condition report
7.9 Providing the landlord with a copy of the Condition report
7.10 Best practice procedures and the Condition report
7.11 Tips for explaining the importance of the Condition report to tenants
7.12 Tenant identifies maintenance on the Condition report
7.13 Condition report returned to agency not agreed upon
7.14 Bonds and bond lodgement requirements
7.15 The importance of the tenant acknowledgement form
7.16 Carpet cleaning and the RT Act
7.17 Your strata questions answered and more
Chapter Folder online/08 RENT ARREARS and RENT PAYMENT METHODS
8.1 Rent arrears – an overview – what property managers must know
8.2 Serving Notices and counting days
8.3 Tenant continually in arrears
8.4 Non payment of rent information for landlords
8.5 Rent payment methods
8.6 Rent in advance
8.7 Payment of rent cannot be applied to any other purpose
8.8 Landlord may recover certain rent expenses – dishonoured cheques, rent cards etc.
8.9 Rent receipts and rent records
8.10 Rent accrues daily
Chapter Folder online/09 INSPECTIONS AND ENTRY
9.1 Inspections and entry – an overview – what all property managers must know
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
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9.2 Right of entry
9.3 Entry and the law
9.4 Entry to the premises without tenancy consent and without notice
9.5 Notices and entry to the tenant requirements
9.6 Entry with tenant consent
9.7 Time frames and days entry can be made
9.8 A person other than landlord or landlord agent entering the premises
9.9 Rights of entry and dispute
9.10 System for completing routine inspections
9.11 Taking of Photos
9.12 Looking inside cupboards during routine inspections
9.13 Reporting to the landlord and system for reporting
9.14 System for reporting
9.15 Follow up
9.16 Breaches during the tenancy
9.17 What property managers should do when carrying out a routine inspection
9.18 Tenant not keeping the property clean
9.19 Tenant caused damage to the property
9.20 High risk situations
9.21 Tips on how to carry out a routine inspection
9.22 Serving Notices and counting days
Chapter Folder online/10 TENANT OBLIGATIONS IN GENERAL and BREACHES
10.1 Tenant obligations generally
10.2 Pests or Vermin
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
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10.3 Alteration requests from tenants
Chapter Folder online/11 RENTAL PROPERTY FOR SALE
11.1 Salespeople and rental property
11.2 Requirement to give tenant notice the rental property is for sale
11.3 If the tenant is not notified of the landlords intention to sell
11.4 Rights of entry, days and time of entry
11.5 A person other than landlord or landlord agent entering the premises
11.6 Notices and entry to the tenant requirements
11.7 Rights of entry and dispute
11.8 Serving Notices and counting days
11.9 Rent reduction
Chapter Folder online/12 MAINTENANCE
12.1 Maintenance – the law
12.2 Serving Notices and counting days
12.3 Emergency maintenance
12.4 Procedure for emergency maintenance – suggested best practice procedure
12.5 Example letter below to the landlord for urgent follow up and response for emergency
maintenance
12.6 Routine maintenance
12.7 Routine maintenance policy for agencies – suggested best practice procedure
12.8 Maintenance policy of the agency for landlords – suggested best practice procedure
12.9 Maintenance policy of the agency for tenants – suggested best practice procedure
12.11 Maintenance work orders
12.12 Landlords wishing to carry out their own maintenance
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
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12.13 Landlords wishing to use their own contractors for maintenance
12.14 Landlord failing to carry out maintenance – a possible risk
12.15 Preventative and future maintenance
12.16 Tenant refusing entry to carry out maintenance
12.17 Letter/Email Scripts for communicating maintenance issues to tenants and landlords
12.18 Rent reductions and maintenance
12.19 Request for funds from the landlord to pay for maintenance, renovations, accounts
12.20 Contracting outside the Act
12.21 Tenant termination of agreement due to breach by landlord
12.22 Getting repairs done fact sheet
Chapter Folder online/13 BREAK LEASES
13.1 Break lease fees and the law
13.2 When a tenant breaks a lease procedure
13.3 Hardship to landlord or tenant
Chapter Folder online/14 CHANGE OF SHARED TENANCIES
14.1 What is a change of shared tenancy?
14.2 Legislation and transfer or subletting
14.3 Best practice procedures
Chapter Folder online/15 WATER and rental property
15.1 Water and the law
15.2 Landlord requirement to give tenant water bill and tenant requirement to pay
15.3 If the tenant does not pay the water account
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
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15.5 Water fact sheet information
Chapter Folder online/16 LEASE RENEWALS (and rent increases)
16.1 Longer term tenancy leases
16.2 Lease renewal procedure
16.3 Rent increases fact sheet
16.4 Rent increases and the legislation
Chapter Folder online/17 LAWFULLY ENDING A TENANCY
17.1 Serving Notices and counting days
17.2 Termination of tenancy agreements
17.3 Termination by the landlord and tribunal
17.4 Termination by the tenant and or tribunal request by tenant
17.5 Abandonment
17.6 Goods left behind by a tenant
17.7 Termination by death of a tenant and or agreement frustrated
17.8 Miscellaneous important matters regarding termination of tenancy agreements
17.9 Errors in termination notices
17.10 Retaliatory evictions
17.11 Rent accrues daily on termination of agreement
17.12 Rent acceptance after termination notice
17.13 Rights of landlord and or tenant to give other notices
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
© www.realestateexcellence.com.au PME manual Version 1 July 2017 10 | P a g e
Chapter Folder online/18 VACATES AND VACATING PROCEDURES
18.1 The Vacate “pack” – suggested procedure
18.2 Pre Vacate service
18.3 Condition report and when to carry out the final inspection
18.4 Inviting the tenant to the final inspection and tenant opportunity to attend to matters
outstanding
18.5 Handing over of the keys by the tenant at the end of tenancy
18.6 Notice periods for termination (landlord/agent)
18.7 Goods left at the property
18.8 What to look for when carrying out a final inspection
18.9 What is wear and tear?
18.10 Rental references for vacating tenants
Chapter Folder online/19 BOND REFUND PROCEDURES AND BOND DISPUTES
19.1 Making a bond claim
19.2 Reasons for claiming
19.3 Claiming a bond using Rental Bonds Online
19.4 Tenant claiming a bond using Rental Bonds Online
19.5 Providing evidence to the tenant
Chapter Folder online/20 DISPUTES IN GENERAL
20a Disputes in general
20.1 Self-resolution tips
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
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20.2 Behaviour of tenants
20.3 Tenants who damage property and NCAT
Chapter Folder online/21 TENANCY DEFAULT DATABASES
21.1 What is a tenancy database?
21.2 Listings – who
21.3 Listings - when
21.4 Listings – why
21.5 Notice if listing found
21.6 Notice required before listing
21.7 Removing or updating listings
21.8 Disputes about listings
Chapter Folder online/22 TIME MANAGEMENT
22.1 Property Management tasks
22.2 Planning tasks examples
22.3 Time diary
Chapter Folder online/23 FILING, RECORD KEEPING and GENERAL PROCEDURES
23.1 Filing procedures
23.2 Record keeping
23.3 Record keeping and the law
23.4 Computer systems and the law
Chapter Folder online/24 FILES NOTES AND FOLLOW UP
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24.1 File note procedures – computer and manual systems
Chapter Folder online/ 25 TRUST ACCOUNTING
25.1 Trust accounting – an overview
25.2 Trust accounting and the legislation plus procedures for auditing, receipting, unclaimed
monies, dishonoured cheques, required trust record keeping and more.
Chapter Folder online/26 KEYS AND THE KEY REGISTER
26.1 Logging of keys – suggested procedure
26.2 Key register – suggested procedure
26.3 Providing keys to a third party – suggested procedure
26.4 Keys, locks and the law
Chapter Folder online/27 NCAT - TRIBUNAL
27.1 Tips for preparing and presenting in tribunal
27.2 An overview of NCAT for property managers
27.2a Common terms used in NCAT
27.3 Guide to NCAT applications
27.4 NCAT case studies (examples)
27.5 NCAT decisions
27.6 Enforcing NCAT decisions
27.7 Warrants of possession
27.8 Sound recording and transcripts
27.9 Appeals
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
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27.10 Set aside or vary a decision
27.11 How to enforce a money order
27.12 Renewal of proceedings
Chapter Folder online/28 AGENCY POLICES IN GENERAL
28.1 Customer service communication policy
28.2 When staff are going on leave or are absent for more than one day
28.3 Privacy and confidentiality
28.4 Complaints policy
28.5 In the event of a claim or incident (at a property) being made against the agency
28.5a When a tenant advises of an injury or event at the rental property
28.6 Staff security and safety
28.6.1 In the office
28.6.2 Out of the office
28.6.3 Driving and cars
28.6.4 Mobile phones and vehicles
28.6.5 Clothing for work
28.6.7 Social media use and policy
28.6.8 Job Description examples for Property Managers and Assistants
28.6.9 Discrimination, Sexual Harassment and Bullying
28.7 Privacy and agency policies
28.8 Email etiquette tips
28.9 Electronic signatures
28.10 Other agency policies
28.11 When do staff need to be registered with the Office of Fair Trading
28.12 Professional indemnity insurance and property management
Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
© www.realestateexcellence.com.au PME manual Version 1 July 2017 14 | P a g e
Chapter Folder online/29 LANDLORD LISTING BOOKLET - word version for member agency
final edit
Chapter Folder online/30 NATURAL DISASTERS AND RENTAL PROPERTY
30.1 Fact sheet for landlords and tenants
30.2 Procedures for natural disasters
Chapter Folder online/31 DRUGS IN RENTAL PROPERTY
31.1 Drugs in rental property
31.2 Option 1
31.3 Option 2
Chapter Folder online/32 CODE OF CONDUCT FOR PROPERTY MANAGERS
Chapter Folder online/33 PRIVACY ACT information and fact sheets
Chapter Folder online/34 Miscellaneous
Australian consumer law
Money Laundering and real estate
Real Estate Excellence privacy policy and Disclaimer (last pages)
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Contents of the NSW PME manual. Best practice forms are found in the folder online that correlates
with the chapter topic. www.realesateexcellence.com.au
© www.realestateexcellence.com.au PME manual Version 1 July 2017 15 | P a g e
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