Following is the content outline of PME - Property Management Excellence Training and Policies Manual - 250 pages in hard copy and online. PME also includes a tenancy sign up CD, QCAT Training CD and over 150 best practice forms. For more information visit
www.realestateexcellence.com.au
Contents of PME
Chapter 1 PROPERTY MANAGEMENT –
AN OVERVIEW
1.1
What is
the role of a property manager?
1.2
Rent
collection commission
1.3
Letting commission
1.4
Fees
1.5
Terminology
Chapter 2 ENQUIRIES, DATABASE
AND PROSPECTING
2.1 Example scripts
2.1.1 Tenant enquiry
2.2 Recommended tasks to grow the rent roll
2.3 Database set up
2.4 Newsletters and content
2.5 Daily, weekly, monthly plans
2.6 Other growth tips
Chapter 3 NEW BUSINESS AND
PROPERTY MATTERS
3.1 The Management Agreement
3.1.1 Exclusive management agreements
3.1.2 Termination of management agreements
3.1.3 Let only and multi listing appointments
3.2 Explanatory notes for best practice completion
of the PAMD Form 20a
3.3 Other matters when listing property for
rent
3.3.1 Rental appraisals
3.3.2 Rental listing sheet
3.3.3 Landlord disclosure statement
3.3.4 Title search
3.3.5 Lessor obligations generally
3.3.6 Disclosure of death and other matters to
prospective tenants
3.3.7 Lessor insurance details
3.3.8 Pest control
3.3.9 Light bulbs, gutters, gardens, house
washing, trimming of trees
3.3.10 Mould
3.3.11 Body corporate by laws
3.3.12 Legal impediment
3.3.13 Pools
3.3.14 Safety switches
3.3.15 Smoke alarms
3.3.16 Keys and locks
3.3.17 Telephone lines
3.3.18 Television
aerials/antennas
3.3.19 Solar
Panels
3.3.20 Supply
of goods and services
3.4 Taking over management from another
agent or lessor
3.5 Preparing a property for rental
Chapter 4 ADVERTISING AND
SHOWING PROPERTY FOR RENT
4.1 Writing advertising copy
4.2 Rent must be advertised at fixed rental
amount
4.3 Showing property
4.4 Showing property with a tenancy still
in place
4.5 Vacant property reports
Chapter 5 APPLICATION FORMS AND
PROCESSING
5.1 Key factors in assessing applications
5.1.1 Guarantors
5.2 A person under the age of 18
5.3 Discrimination law
5.4 Presenting application forms to the
lessor
5.5 Pets and smoking
5.6 Business applications
5.7 Approving tenants
5.8 Binding the tenant lawfully and acting
in the lessor’s best interest
5.9 Face to face appointments for tenancy
sign up
5.10 Script for tenancy sign up
5.11 Tenants who cannot come into office for
sign up appointment
5.12 Sign up script to send via email
5.13 Declined tenancy applications
Chapter 6 TENANCY SIGN UP, RELATED DOCUMENTS
AND PROCEDURES
6.1 Required forms for tenancy sign ups
6.2 Fixed term and periodic tenancy
6.3 Standard terms and special terms of the
agreement
6.4 Entry condition report
6.5 Providing the lessor with a copy of the
entry condition report
6.6 Best practice procedures and the entry
condition report
6.7 Bond lodgement requirements
6.7.1 RTA Form 2 – Bond lodgement form
6.7.2 RTA Form 2 – Part payment of bond form
6.8
The importance of the tenant
acknowledgement form
Chapter 7 RENT PAYMENT METHODS
7.1 Approved rent payment methods and
advising tenants of costs
7.2 Payment of rent by electronic
transaction
7.3 Dishonour fees and tenants
7.4 Rent in advance
Chapter 8 RENT ARREARS
8.1 Rent arrears procedures
8.2 Advising the lessor of the breach
8.3 If a notice to leave for unremedied
breach has been issued
8.3.1 Time frame for lodging Tribunal papers
after a notice to leave expires
8.4 Guide for tenants and property managers
for rent arrears
8.5 Repeated breaches
8.6 Rent in advance
8.7 Rent accrues daily
Chapter 9 ROUTINE/GENERAL
INSPECTIONS
9.1 Inspections, best practice and the law
9.2 Taking of photos
9.3 Reporting to the lessor
9.4 Follow up and quiet enjoyment
9.5 Grounds (reasons) for entry under the
Act
9.6 Significant breaches during the tenancy
9.7 If the tenant refuses entry
9.8 General tips for carrying out a
routine/general inspection
9.8.1 Tenant not keeping the property clean
9.8.2 Tenant caused damage to the property
9.8.3 High risk situations
9.8.4 Tips on how to complete routine inspections
Chapter 10 TENANT OBLIGATIONS IN
GENERAL
10.1 Tenant obligations and the Act
10.2 Tenants use of the premises
10.3 Tenant attaching fixtures or making
structural changes
10.4 Tenant obligations to notify damage and
maintenance
10.5 Tenants running a business from a rental
property
10.6
Tenants using the premises for an
illegal purpose
Chapter 11 RENTAL PROPERTY FOR
SALE
11.1 Disclosure to tenants prior to commencing
tenancy
11.1.2 Handing out of keys to salespeople
11.2 If
a rental property goes on the market for sale in the first 2 months of a
tenancy
11.3 If a tenant refuses entry to show buyers
through
11.4 Legislative requirements generally
11.4.1 Taking photos
11.4.2 Open homes and onsite auctions
11.5 Notice periods for vacant possession for
a contract of sale
11.6 Transfer of the tenancy by the lessor
Chapter 12 GENERAL BREACHES OF THE
TENANCY AND TENANTS
12.1 The approved form
12.2 Breach notice period
12.3 Examples of common breaches
12.4 Reasons breaches can be given to tenants
12.5 Repeated breaches
Chapter 13
MAINTENANCE
13.1 Maintenance – an overview
13.2 Emergency maintenance
13.3 Routine maintenance
13.4 Lessor obligations and maintenance
13.5 Tenants’ rights regarding maintenance
13.6 Maintenance policy for agencies
13.7 Maintenance policy of the agency for
lessors
13.8 Maintenance policy of the agency for
tenants
13.9 Appointing contractors and tradespeople
13.10 Maintenance work orders
13.11 Lessor wishing to carry out their own
maintenance
13.12 Lessor wishing to use their own contractors
for maintenance
13.13 Lessor failing to carry out maintenance – a
possible risk
13.14 Preventative maintenance
13.15 Tenant refusing entry to carry out
maintenance
13.16 Email/Letter scripts to communicate
maintenance to lessor and tenant
Chapter 14 BREAK LEASE PROCEDURE
14.1 What is a break lease?
14.2 Excessive hardship and the tenant
14.2.1 Excessive hardship and the lessor
14.3 Break lease procedure
14.4 The legislation generally
Chapter 15 CHANGE
OF SHARED TENANCIES
15.1 What is a change of shared tenancy?
15.2 One
or more tenants moving out of the property (one or more tenants remaining)
15.3 One
or more new tenants moving into the property (with existing tenant remaining)
15.4 Charging tenants for change of shared
tenancy arrangements
Chapter 16 WATER AND TENANCIES
16.1 When can water charges be passed to a
tenant?
16.2 What are water efficient properties?
16.3 How can the lessor prove the property is
water efficient?
16.4 Invoicing tenants for water
Chapter 17 LEASE
RENEWALS, RENT INCREASES, BOND INCREASES, RENT DECREASES
17.1 Lease renewal procedure
17.1.1 Factors to consider when carrying out a
lease renewal
17.2 Rent increases
17.2.1 Rent increase - Fixed term to another fixed
term agreement
17.2.2 Rent increase – Periodic agreement
17.2.3 Rent increase – Periodic agreement to fixed
term agreement
17.2.4 Rent increase – During a fixed term
agreement
17.2.5 Tenants’ rights in disputing a rent increase
17.3 Notice periods and rent increases
17.4 Minimum period before rent can be
increased
17.5 Significant
changes from one fixed term agreement to another fixed term agreement
17.6 Bond increases
17.7 Rent decreases
Chapter 18 LAWFULLY ENDING A
TENANCY
18.1 Ending a tenancy lawfully
18.2 Notice to leave – Form 12 - reasons a notice can be given to a tenant
18.2.1 Requirements for a notice to leave without
grounds
18.2.2 Withdrawing a notice to leave for unremedied
breach
18.3 Notice of intention to leave – Form 13
18.4 Death of a sole tenant
18.5 Order of Tribunal
18.5.1 Lessor/Agent applications to Tribunal
18.5.2 Tenant applications to Tribunal
18.6 Mutual agreement
18.7 Abandonment
18.7.1 Procedure for abandonment
18.8 Mortgagee in possession
18.8.1 Procedure for mortgagee in possession
18.9 Notice periods
Chapter 19 VACATING THE PROPERTY
19.1 Exit condition report and when to carry
out the final inspection
19.2 Inviting
the tenant to the final inspection and tenant opportunity to attend to matters
outstanding
19.3 Notice periods for termination
(Lessor/Agent)
19.4 Goods left at the property
19.4.1 If goods are under $1500 in value
19.4.2 If goods are over $1500 in value
19.5 Documents left at the property
19.6 What to look for when carrying out a
final inspection
19.7
Charging tenants for loss of rent
compensation
19.8
Vacates and public holidays
Chapter 20 BOND REFUND PROCEDURES
AND BOND DISPUTES
20.1 RTA bond refund procedure
20.2 If the bond is disputed by the tenant
20.3 If dispute resolution is not successful
20.4 Non urgent application to Tribunal
20.5 If the tenant makes claim to the bond
prior to agency claim
Chapter 21 DISPUTES IN GENERAL
21.1 Self resolution tips
21.2 Objectionable behaviour of tenants
Chapter 22 TENANCY DEFAULT
DATABASES
22.1 Reasons a tenant can be listed on a
default tenancy database
22.2 What must occur prior to a tenant being
listed on a defaulting database
22.3 Tenants’ rights about listings
22.4 Record keeping for listings
22.5 Common providers of database services
Chapter 23 TIME MANAGEMENT
23.1 Property Management Tasks
23.2 Planning task and ideal day, week and
month
Chapter 24 FILING AND RECORD
KEEPING
24.1 Filing procedures
24.2 Record keeping requirements and legislation
24.3 Electronic record keeping
Chapter 25 FILES NOTES AND FOLLOW
UP
25.1 File note procedures – computer and
manual systems
25.2 Follow up procedures
Chapter 26 LOST MANAGMENTS AND
TERMINATION OF MANAGEMENTS
26.1 Lessor termination of the management
agreement
26.2 Agency termination of the management
agreement
26.3 Handing over the property to the lessor
or another agent
26.4 Lost property reporting
26.5 Death of a lessor
Chapter 27 TRUST ACCOUNTING
27.1 Receipting
27.2 Banking
27.3 Mid-month and end of month
27.4 What must be printed at end of month
27.5 Electronic back ups
27.6 Auditing requirements generally
27.7 Bond monies
27.8 Accounting to clients
27.9 Unclaimed monies from the trust account
27.10 Trust monies in dispute
27.11 Changing lessor or other third party
banking details
27.12 Reconciliation
of the trust account
27.13 Reversing trust account receipts
Chapter 28 RTA FORMS
Chapter 29 KEYS AND THE KEY
REGISTER
29.1 Logging of keys
29.2 Key register
29.3 Providing keys to a third party
Chapter 30 QCAT – TRIBUNAL
30.1 An overview of Tribunal
30.2 Tribunal forms
30.3 Presenting in Tribunal
30.3.1 Representation of the lessor
30.4 Urgent and Non urgent applications
30.4.1 Example best practice completed urgent and
non-urgent applications
30.5 Appeals
30.6 Reopening of applications
30.7 Enforcement of Tribunal decisions
30.8 Tribunal training CD
30.9 Published decisions and appeals
Chapter 31 HOW
THE PAMD CODE OF CONDUCT LAWS APPLY TO PROPERTY MANAGERS – TRAINING NOTES
Chapter 32 AGENCY
POLICES IN GENERAL
32.1 Customer service communication policy
32.2 When staff are going on leave or are
absent for more than one day
32.3 Privacy and confidentiality
32.4 Complaints policy
32.5 In the event of a claim being made
against the agency
32.6 Staff security and safety
32.6.1 In the office
32.6.2 Out of the office
32.6.3 Driving and cars
32.6.4 Mobile phones and vehicles
32.6.5 Clothing for work
32.6.6 Social media use and policy
32.6.7 Job Description examples for Property
Managers and Assistants
Chapter 33 LANDLORD LISTING
BOOKLET – CONTENTS
Chapter 34 NATURAL DISASTERS AND
RENTAL PROPERTY
34.1 Disaster management best practice guide
Chapter 35 TREE AND FENCING LAWS
35.1 An overview of tree and fencing laws for
sales and rental property
Chapter 36 DRUGS IN RENTAL
PROPERTY
Chapter 37 POOL SAFETY LAWS FOR
SALES AND RENTAL PROPERTY
Chapter 38 RELEVANT
LEGISLATION AND REFERENCES FOR PROPERTY MANAGEMENT
