PME - Property Management Excellence manual

For more information about the PME system visit www.realestateexcellence.com.au

The example content of the manual is set out below - the PME system includes best practice forms, over 50 training videos and more! Suitable for Queensland only.
Below is the list from the version 1.7 to be released upon the introduction of the Property Occupations Act. Current version is 1.6.1

Chapter 1                           PROPERTY MANAGEMENT – AN OVERVIEW

1. What is the role of a property manager?
    
2. Rent collection commission
    
3. Letting commission
    
4. Fees
    
5. Expenses
    
6. Terminology
    
7. The legislation
    

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                           RENTAL 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 POA 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

3.3.4.1 Identification of owners

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

3.3.15.1 Smoke alarms and risk management recommendations

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

3.3.21    Gas bottles and gas certificates

 

3.3.22    Curtain and blinds cords

 

3.3.22.1 Window coverings at the rental property

 

3.3.23    Outgoing charges for the property that the lessor is responsible for

 

3.3.24    Electricity to the property is not separately metered

 

3.3.24    When a property is broken into

 

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

5.4.1      Offer and acceptance

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

6.2.1      Offer and acceptance – lessor withdraws offer of lease renewal

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

7.5         Rent payment can only be applied to rent

 

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

9.8.5      Times inspections can be carried out or entry can be gained

9.8.6      RTA Fact sheet regarding entry to the rental property

 

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

10.7       Enforcing rules of entry

 

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

11.7       What every salespeople needs to know when a rental property is for sale

11.8       Tenants’ rights if property is listed for sale in the first two months of tenancy

11.9       Notice periods for notice to leave to the tenant for a contract of sale

 

              

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

12.3.1    If the tenant does not remedy the breach

12.4       Reasons breaches can be given to tenants

12.5       Repeated breaches

12.6       Section 419 – time frame to enforce breaches

12.7       Tenant does not pay an invoice

 

 

Chapter 13                         MAINTENANCE

13.1       Maintenance – an overview

13.2       Emergency maintenance

13.2.1    Procedure for 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

13.17     Rent reductions and maintenance

 

Chapter 14                         BREAK LEASES

14.1       What is a break lease?

14.2       Excessive hardship and the tenant

14.2.1    Excessive hardship and the lessor

14.2.2    Break lease and rent arrears

14.3       Break lease procedure

14.4       The legislation generally and more procedures

14.5        If the tenant hands the keys in to the property for a break lease

 

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?

16.1.1    Reading of water meters

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

16.5       Water tanks

 

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

17.8       Offer and acceptance – withdrawal of lease renewal offer

 

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

18.2.3    Enforcing a notice to leave

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    Goods left at the property

18.7.2    Documents left at the property

18.7.3    Procedure for abandonment

18.7.4    RTA Fact sheet on abandonment

18.8       Mortgagee in possession

18.8.1    Procedure for mortgagee in possession

18.9       Notice periods

18.10     Domestic violence in rental property

18.11     Giving notice requirements

18.11.1 Giving notice and text messaging

18.2       Non Liveability

 

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

20.6       Monies owing over the bond

 

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, RECORD KEEPING and GENERAL PROCEDURES

24.1       Filing procedures

24.2       Record keeping requirements and legislation

24.3       Electronic record keeping

24.4       Checking signatures for lessors and tenants

24.5       Authority for either party to sign - lessor

 

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

27.1.1    Printing of receipts

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

27.8.1    Disbursing clients funds from the trust account

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

27.14     Providing tenants with receipts for rent payments

 

Chapter 28                         RTA FORMS – a quick overview

 

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 and the licensee

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 ONLINE

30.9       Published decisions and appeals

30.10     If the tenant makes application to Tribunal and does not name the owner as respondent

30.11     Compensation from the tenant for failing to meet their tenancy obligations

 

Chapter 31                         HOW THE POA CODE OF CONDUCT LAWS APPLY TO PROPERTY MANAGERS – explanations regarding the legislation and how it impacts on agency practice

 

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

32.6.8    Discrimination, Sexual Harassment and Bullying

 

Chapter 33                         LANDLORD LISTING BOOKLET – CONTENTS

The word document can be downloaded online or request an email copy. All that is needed is minor edits to personalise to suit your office, add agency logo and agency information and pdf the file ready for print and or electronic sending to landlords. Ensure the booklet is read thoroughly your agency to ensure best practice recommendations discussed are provided by your office.

 

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

 

Over 50 training videos are online to view anytime – please contact us for more information