Tenant Welcome Pack Procedure

Transcription

1 Tenant Welcome Pack Procedure Purpose of the Procedure To ensure that statutory requirements are met and that Tenants are provided with a great customer service experience when signing a Tenancy Agreement. Notes The Tenant Information Sheet referred to in this procedure is not a standard form in this system. This information sheet should be developed by individual agencies and provide new Tenants with information such as how rent is to be paid, contact numbers for connections or utilities, hours of business etc. This procedure is based on access to the following: Property Management software that has a computerised diary facility attached to the properties under management. If no computerised diary facility is available, action steps and conversations should be recorded in the relevant paper based files. The timing of the various action steps in this procedure is based on QLD Residential Tenancy legislation. There are references in this procedure to specific staff members in relation to specific activities. In some agencies, these roles may be performed by another member of staff or the title may be different.

2 Tenant Welcome Pack Policies 1. Accuracy is critical, these are legally binding documents. 2. Do not use initials in names, full names only. 3. The lease term must reflect the pay period. i.e. monthly rental payments - 12 month lease (not 52 weeks). 4. Calendar monthly is due on a specific date every month: 1 st days of every month 5. Calendar Month Rent is calculated: 1. Weekly rent ($) / 2. Weekly rent divided by 7 days = daily rent / 3. Daily rent x 365 days = yearly rent / 4. Yearly rent divided by 12 months = Calendar monthly rent (Calculation as per OCBA Requirements). This is 12 equal calendar monthly payments per year. 6. Monthly rent (different from calendar monthly rent) is every four weeks - every 4th Monday. (28 days) 7. Rental Bond - Rent of $700 or less, 4 weeks rent maximum for bond amount - Rent over $700, no limit on maximum bond amount. 8. , is the preferred form of communication (unless specifically instructed otherwise). 9. Where there is a reference made to the use of a particular letter to a Lessor Client or Tenant in the following procedure, it is possible to replaced or used in conjunction with a phone call or . Providing the date, contents of the call/ and the Lessor Client or Tenant s responses are clearly recorded in either the Lessor Client or Tenant section on the computer (whichever is appropriate). 10. All documentation sent or received in relation to a managed property is to be dated (received or sent) and filed appropriately (soft copy preferred). 11. All actions and/or communications in relation to a managed property are to be recorded in the appropriate section of the computer. The date, details and people involved are to be recorded. 12. QLD legislative and Management Agency Agreement requirements must be met at all times. 13. All Agency partners must act in the best interests of the Lessor Client at all times. 14. Any variation that is required to the approved Agency Policies and Procedures must be approved by the Department Manager. 15. Standard Agency checklists, letters and forms are to be used and updated at all times. formatting

3 Documents used in this Procedure Forms Entry Condition Report Checklist Final Inspection Guide Furniture Inventory Hard Copy Tenant File Creation Checklist Instructions To Prepare General Tenancy Agreement Key/Document Receipt Property Handover Checklist Repair Request Form Tenant Welcome Pack Checklist Form37 Form1 Form14 Form40 Form5 Form4 Form24 Form18 Form41 RTA Forms General Tenancy Agreement RTA Form 18a Bond Lodgement Form RTA Form 2 Notice of Intention to Leave RTA Form 13 Letters Tenant Welcome Pack Advising Strata Tenant Welcome Pack - New Lease Terms Confirmation Tenant Welcome Pack - Welcome Letter To New Tenant (Property Manager) Tenant Welcome Pack - Welcome Letter To New Tenant (Agency Principal) Tenant Welcome Pack - New Lease Terms Confirmation LG4 LL62 LT15 LT18 LT43

4 Procedure Steps Step 1. Instructions To Prepare A General Tenancy Agreement Property Manager Forms and Letters used in this step: Form5, LT43, LL62, Form Complete ALL details on the Instructions to Prepare a Tenancy form. 1.2 Information obtained from - Management Agency Agreement - Tenancy Application Form - Previous Lease Agreement - Strata By-Laws - Special Conditions. 1.3 Remember to include: - Rent increases & letter - Existing bond number and amount for renewal - Emergency tradespeople - Date of Entry Condition Report for lease renewal. 1.4 Accuracy is critical. 1.5 All names to be spelt out in full (no initials) A General Tenancy Agreement is a legally binding document, therefore accuracy is critical. 1.6 Attach the Instructions to the Tenancy Application Form and place in the "Leases to be Prepared" tray, ready for processing. 1.7 Confirm new Lease terms with the Lessor and the Tenant (unless previously completed). Step 2. General Tenancy Agreement Prepared Front Office Manager Forms and Letters used in this step: RTA Form 18a 2.1 Tenancy Agreements and Tenant Welcome Packs are to be completed by X time every day. 2.2 Type details from the Instructions to Prepare a General Tenancy Agreement form onto the front page of the General Tenancy Agreement template. 2.3 Collate Additional Terms. 2.4 Save soft copies to property file on the server. 2.5 Print 3 copies of the Tenancy Schedule and Special Conditions.

5 2.8 If it is a renewal Agreement, include the date of completion of the Entry Condition Report being used entered into the Agreement where indicated, type the current bond number - $XX already lodged. 2.9 Emergency repair tradespeople listed.

6 Step 3. Bond Lodgement Form Prepared Front Office Manager Forms and Letters used in this step: RTA Form Not required if the Agreement is a renewal. 3.2 Type/Hand write details from the Instructions to Prepare a Tenancy Agreement form onto the: - Bond Lodgement Form - Print 1 copy of the Bond Lodgement Form (if electronic version) 3.3 Save soft copy into the property file on the server. Step 4. Tenant Welcome Pack Prepared Front Office Manager Forms and Letters used in this step: LT15, LT18, Form1, Form4, Form14, Form18, Form24, Form37, Form40, LG4 4.1 Prepare the Tenant Welcome Pack by folding the Agency's presentation folder and attaching the appropriate property manager's business card inside. 4.2 The Tenant Welcome Pack contains the following: - Property Handover Checklist - 3 copies of the General Tenancy Agreement (Schedule, Special Conditions and General Terms and Conditions) - Bond Lodgement Form (Form 2) - Allocated rent payment card/direct debit reference number with supporting documentation - Periodical Payment Request Form, if applicable - 3 Repair Request Forms - Document/Key Receipt - Notice to Leave (Form12) - Completed Tenancy Application Form - Final Inspection Guide - Welcome to New Tenant Letter - Advise to Strata Agent/Body Corporate of new Tenant (if applicable) - Completed Tenancy Application Checklist. Note: These documents can be set up as one, with appropriate merge fields entered. 4.3 The tenant's keys are photocopied onto the Document/Key Receipt.

7 Step 5. Tenant Welcome Pack Approved Property Manager 5.1 Confirm all the details on each document are complete and correct. Step 6. "Agreements Awaiting Signature" Tray Property Manager 6.1 The Tenant Welcome Pack is placed in the Tenancy Agreements Awaiting Signature tray awaiting signature by the new Tenant.

8 Audit Check List - Tenant Welcome Pack Procedure Date of Audit: Person conducting Audit: Reason for Audit: The following Documents where checked as part of this Audit: Document Name Number Comments The following other materials/aspects of this Procedure were checked as part of this Audit: Details Comments Requirement Result 1 Instructions To Prepare A Tenancy Agreement completed 2 - Tenancy Agreement Prepared 3 - Bond Lodgement Form Prepared 4 - Tenant Welcome Pack Prepared 5 - Tenant Welcome Pack Approved 6 - "Agreements Awaiting Signature" Tray