File note system tips for property managers

A file note system should be in place for all calls taken and received in the office with the recommended file notes of all conversations with lessors,  tenants and other relevant third parties to be only taken the following ways;

• A task in the computer trust program under the relevant person such as tenant file.

• An email to the caller summarising the call and then the email to be cut and paste once sent and put into the computer trust program under the relevant person such as landlord file.

• The day book for the staff member which should be a book that is not loose leaf and when the book is full it is given to the licensee to store as part of archive and record keeping. (no sticky notes!) Each time a file note is made in the day book the date, time, caller and conversation is recorded. Ideally this is then put into the trust account program.

• It is recommended that all staff are provided telephone headsets and an office policy is that a call cannot be taken or made without the headsets on and the relevant system for recording the call is in place. This will sometimes mean putting the caller on hold for a moment whilst the system is put into place.


(c) An extract from the PME manual which is part of PME system chapter 1.8
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