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Contents of the PME (Property Management Excellence) manual - 39 chapters

Property Management Excellence (PME)  is a product of Real Estate Excellence Academy and is subject to copyright laws and provisions.  PME members  should always refer to Member Online  to ensure the agency is using the most up to date version of the PME manual and best practice forms. The Property Management Excellence (PME) system ( is made up of 39 chapters. Following is the detailed chapter guide outlining the topics in each paragraph which can be downloaded at Member Online.  

Tips on how to use the PME system here.

Chapter Folder online/01 | Property management – an overview

 1            Welcome to the wonderful world of property management

  • What is the role of a property manager?

1.1.1     The key to property management success

  • Rent collection commission
  • Letting commission
  • Fees generally
  • Expenses
  • Terminology and explanations of legislation
  • The legislation generally and how to find the legislation

1.7a      Offences and penalties under the RTRA Act

1.7b      Penalties and breaches of the PO Act

  • Setting up a property management division – an overview

1.8.1    What KPI’s should you use for property managers?

1.9        Notices - what are they?

1.9a      Serving notices and approved forms - issuing, serving, giving

1.9b      QCAT and postage time frame

1.9D     Notice periods expiring on weekends and public holidays

1.9E      Counting notice periods in days, months and hour periods

1.10      When the RTRA Act does and does not apply

1.11      Definition of terms used in the RTRA Act

1.12      Task management versus portfolio management

1.13      How many properties can one property manager manage?

Chapter Folder online/02 | Prospecting and new business

2.1        Property owner listing booklet – how to use and what to do

2.1.1     Example scripts for phone enquiry

2.1.1a   Example scripts for email enquiry

2.1.1b  Face to face appraisal and listing presentation tips

2.1.2     Tenant enquiry

2.2        Recommended tasks to grow the rent roll

2.3        Database set up – suggested ways

2.4        Newsletters and content suggestions

2.5        Daily, weekly, monthly plans

2.6        Other growth tips suggestions

2.7        Survey existing lessors

2.8        Direct marketing and the law

2.9        Compliance checklist

2.10      Suggested growing the rent roll business plan

2.11      Overcoming price objections and dealing with ‘discount requests’

2.12      Lessor objecting to paying an administration fee

2.13      What am I paying management fees for?

2.14      What am I paying the letting fee for?

2.15      I don’t want to sign an agreement just yet. Find me a tenant and I will then sign.

2.16      What am I paying tribunal presentation fees for?

Chapter Folder online/03 | The management agreement and property owner lessor obligations

 3.1        The Management Agreement

3.1a      PAMD Form 20a

3.1.1     Exclusive management agreements

3.1.1a   Assignment of appointment

3.1.2     Termination of management agreements

3.1.3     Prior appointment of another agency

3.1.4     Lessor monies and the trust account

3.1.5     Best practice documents to form part of management agreement

3.2        Let only and multi listing appointments

3.3        Other matters when listing property for rent

3.3.1     Rental appraisals

3.3.1a   What to look for when inspecting property before listing for rent

3.3.2     Rental listing sheet

3.3.2a   Furnished properties

3.3.3     Lessor disclosure statement

3.3.4     Title search   Identification of lessors and setting up passwords for lessors

3.3.5     Lessor obligations generally

3.3.5a   Minimum housing standards

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

3.3.12a Vacant possession requirements

3.3.12b When the owner wants to subdivide or construct on current land – disclosure and      quiet enjoyment

3.3.13  Pools and Spas

3.3.13a Risk management and best practice (pools)

3.3.13b Pool information for tenants

3.13.3c Definition of a swimming pool

3.3.14  Safety switches

3.3.15  Smoke alarms

3.3.15a Smoke alarm amendments January 2017 Smoke alarms and more risk management recommendations

3.3.16  Keys and locks

3.3.17  Telephone lines and internet

3.3.17a NBN and NBN batteries

3.3.18 Television aerials/antennas

3.3.19 Solar Panels If the tenant does not pay the solar panel invoice

3.3.20 Supply of goods and services

3.3.21 Gas bottles and gas certificates

3.3.22  Curtain and blinds cords 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

3.3.24a When a property is broken into

3.3.24b When the tenant damages the property (such as broken glass)

3.3.24c When an invoice is owing due to tenant reporting maintenance and nothing wrong

3.3.25  Asbestos and rental property

3.3.26  Fireplaces

3.4        Taking over management from another agent or lessor

3.4a      Taking over management from a private lessor – a case study

3.4b      Tenancy agreement taken over by another agent or lessor during the tenancy

3.5        Preparing a property for rental

3.6        How many people can live in rental property

3.7        Lessor declares bankruptcy

Chapter Folder online/04 | Advertising and showing property

 4.1        Writing advertising copy

4.1.1     Advertising expenditure and approval

4.2        Rent must be advertised at fixed rental amount

4.3        Showing property – safety and presentation

4.4        Showing property with a tenancy still in place

4.5        Vacant property reports and dealing with vacant property

4.6        Tenant enquiry and working with prospective tenants

4.7        Vacant property and landlord insurance

4.8        Advertising free rent as an incentive

Chapter Folder online/05 | Application forms and processing

5a          Tenancy applications and processing; an overview

5b         Tenants who apply for property via email

5.1        Key factors in assessing applications

5.1a      Requirements under the RTRA Act – tenancy database disclosure

5.1b      Disclosure to tenant requirements if listed on a tenancy database

5.1.1     Guarantors

5.2        A person under the age of 18

5.3        Discrimination law

5.3.1     Common questions about discrimination law and renting

5.3.2     Guide, Hearing and Assistance dogs

5.4        Presenting application forms to the lessor

5.4a      Head leases (affordable housing)

5.4.1     Offer and acceptance – lessor or tenant withdraws offer

5.4.2     Lessors right to receive applications

5.4.2a Tenants right to receive applications

5.5        Pets and smoking

5.5a      Pets in unit/apartments – body corporate

5.6        Business applications

5.7        Approving tenants

5.7a      If the tenant does not pay monies within the required time frame upon acceptance

5.7.1     Approved and un approved occupants

5.8        Binding the tenant lawfully and acting in the lessor’s best interest

5.8.1   Holding deposits

5.8.2     Setting up passwords for tenants to access information

5.9        Face to face appointments for tenancy sign up

5.10      Script for tenancy sign up in lieu of using the sign up YouTube presentation

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

5.14      Contracting outside the Act

5.15     Doubling up and inconsistency

5.16      Tenants who do not sign the lease in the office and witnessing signatures

Chapter Folder online/06 | Tenancy sign up, best practice, law and documents

6.1        Required forms for tenancy sign ups

6.2        Fixed term and periodic tenancy

6.2a      Tenancies of 6 weeks or lease

6.2.1     Offer and acceptance – lessor withdraws offer of lease

6.3        Standard terms and special terms of the agreement

6.3a      Lessor name on the Form 18a

6.4        Entry condition report

6.4a      Tenant does not return the 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

6.6a      Tenant identifies maintenance on the entry condition report

6.6b      Report returned to agency not agreed upon

6.7        Bonds and 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

6.9        Carpet cleaning, Pest control and the RTRA Act

6.10      Vacates and odours

Chapter Folder online/07 | Rent payment methods and rent matters generally

7.1        Approved rent payment methods and advising tenants of costs

7.2        Payment of rent by electronic transaction

7.2a      Receipting rent monies

7.3        Dishonour fees and tenants

7.4        Rent in advance

7.5        Rent payment can only be applied to rent

Chapter Folder online/08 | Rent arrears

8a          Notice periods expiring on weekends and public holidays

8b         How to calculate notice periods

8.1        Rent arrears procedures

8.1.1     Day 8 of rent arrears – notice to remedy breach

8.2        Advising the lessor of the breach

8.2.1     If a tenant fails to remedy a breach for rent arrears and the time frame for the next  step

8.3        If a notice to leave for unremedied breach has been issued

8.3aa    Withdrawing a notice to leave for unremedied breach

8.3a      What tribunal will consider regarding a failure of the tenant to leave for unremedied breach (rent)

8.3b      Following through on a notice to leave when the tenant pays the rent

8.4        Time frame for lodging Tribunal papers after a notice to leave expires

8.4a      Warrant of possession information

8.5        Repeated breaches

8.5.1     What tribunal will consider when an application for repeated breaches is made

8.6        Rent in advance

8.7        Rent accrues daily

8.8        The importance of lessors acting on arrears notices

8.9        When a notice is deemed served upon a tenant (and lessor/agent)

8.10      Claiming compensation from tenants for loss of rent via tribunal

8.11      Notice periods when posting

8.12      If a notice to leave has an error

8.13      Tenant remaining in possession after a termination order

8.14      Rent can only be applied to rent

8.15      Payment of rent by electronic transaction

8.16      Payment plans and rent arrears

8.17      Texting/sms tenants and rent arrears– contact, frequency and procedure

Chapter Folder online/09 | Inspections and entry

9a          Notice periods expiring on a weekend or public holiday

9aa        How to calculate notice periods

9.1        Inspections, best practice and the law

9.1a      How often can an agent/lessor carry out a routine inspection?

9.1aa    System for completing routine inspections

9.2        Taking of photos

9.2a      Looking inside cupboards during inspection

9.3        Reporting to the lessor and system of reporting

9.3a      Tenant requests a copy of the inspection report

9.4        Follow up

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        What property managers should do when carrying out a routine 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

9.9        When a notice is deemed served to a tenant (and lessor/agent)

9.9.10  Lessor does not provide exclusive use of the property and wants access (such as a shed)

9.10      Entry without giving notice – emergencies and entry by Police

9.11      When a minor (person under 18) is the only person at home during inspection

9.12      Entry tips from the RTA

Chapter Folder online/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

10.8      Tribunal application to resolve disputes during the tenancy

10.9      Subletting

10.9a    Charging tenant for subletting

10.9b   Head leases (affordable housing)

10.9c    Airbnb

10.10    Approved and unapproved occupants

10.11    Prostitution and rental property

10.12    Tenants and hoarding

10.13    When a property is broken into

10.14    When the tenant damages the property

10.15    When an invoice is owing due to tenant reporting maintenance and nothing is wrong

10.16    Yard and gardens

10.17    Pools and pool maintenance

10.18    Serious problems during a tenancy

10.19    Breach of agreement during the tenancy enforcement in tribunal

10.20    Tenant has guns in the rental property

Chapter Folder online/11 | Rental property for sale

11a       Salespeople and rental property

11.1      Disclosure to tenants prior to commencing tenancy

11.1a When a Form 10 Notice of intention to sell should be given to tenants – the law

11.1b Tenant requesting evidence of agent (salesperson) appointment by lessor/seller

11.1.1  Entry requirements to access the rental property

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      Notice periods for entry and how to calculate notice periods

11.4a    Notice periods expiring on a weekend or public holiday

11.4aa  Building and pest inspections and sales

11.4ab Pre settlement inspections

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 – the attornment notice

11.8      Listing a property for rent that has not yet settled

11.9      The RTRA Act and contract of sale – the seller becomes the tenant

Chapter Folder online/12 | General breaches of the tenancy by tenants

12a       Notices expiring on weekends and public holidays

12aa     How to calculate notice periods

12.1      The approved form – RTA Form 11

12.2      Breach notice period

12.2.1  Notice period when posting

12.3      Examples of common breaches

12.3a    Noise

12.3aa  Tenancy agreement taken over from another agency or lessor during the tenancy

12.3b   Breaches and body corporate

12.3c    Approved and unapproved occupants

12.3d   Gardens, trees, yard maintenance

12.3e    Pools and pool maintenance

12.3.1  If the tenant does not remedy the breach and the time frame to take the next step

12.3.1a What tribunal will consider regarding a failure of the tenant to leave for unremedied breach

12.4      Reasons breaches can be given to tenants

12.4.1 Significant breaches

12.5      Repeated breaches

12.5.1  What tribunal will consider when an application for repeated breaches is made

12.6      Section 419 – time frame to enforce breaches

12.7      Tenant does not pay an invoice

12.7a    Rent can only be applied to rent

12.8      Tribunal and resolving disputes during a tenancy

12.9      Objectionable behaviour of a tenant

12.9a   Damage to the property and behaviour - QCAT

12.10    Claiming rent compensation from tenants who have breached the agreement which ended the tenancy

12.11    Unregistered cars and parking cars on the footpath

12.12    Electricity to the property is not separately metered

12.13    Solar Panels     

12.13a Tenant does not pay invoice for solar panels

12.14    Breach of agreement during the agreement enforcement via tribunal

Chapter Folder online/13 | Maintenance

13.1      Maintenance – an overview

13.1a    Lessor and trust monies expenditure

13.1aa  How to calculate notice periods

13.2      Emergency maintenance

13.2.1 Procedure for emergency maintenance

13.3      Routine maintenance

13.4      Lessor obligations and maintenance

13.4a    Minimum housing standards

13.5      Tenants’ obligations and rights regarding maintenance

13.5a    If a tenant issues a Form 11 or Form 13 and is disputed by the lessor (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

13.13a If the tenant stops paying rent for lessors’ failure to carry out maintenance

13.14    Preventative maintenance

13.15    Tenant refusing entry to carry out maintenance

13.15.1 Entry for renovations and or improvements to the property

13.16    Email/Letter scripts to communicate maintenance to lessor and tenant

13.17    Rent reductions and maintenance

13.18    Request for funds from the lessor to pay for maintenance, renovations, accounts

13.19   Contracting outside the Act

13.20   If a tenant issues a Form 11 that is not agreed upon or in dispute

13.21    What property managers need to know about notifiable plumbing and drainage work

13.22    If the lessor does not pay invoices due to contractors

13.23   What building works require a QBCC licence

Chapter Folder online/14 | Break leases/Breach of Agreement

14.1      What is a break lease?

14.1a    Three types of ‘break lease tenants” – tenants not giving a date to vacate

14.1.1   Ending the tenancy via mutual agreement

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 and more procedures

14.4a   Charging the lessor the letting fee before the tenant pays

14.4.1 Compensation from a tenant due to break lease and or early ending of the tenancy - tribunal

14.4.1a Advertising the property for a lower rent for a break lease

14.4.1b Advertising the property for a higher rent for a break lease

14.4.2  If the property goes for sale during a breach of agreement

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

14.6      Rent arrears and break lease

14.7      Tenant gives a form 13 (or notice) and vacates the property (break lease)

14.8      RTA and QCAT articles

14.9      When a new tenant is secured but the old tenant wants to stay

Chapter Folder online/15 | Change of shared tenancies

15.1      What is a change of shared tenancy?

15.1a    No original tenant remaining in a change of shared tenancy – possible risk

15.1.1 The legislation

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

15.5      Disputes between co-tenants and approved occupants

15.6      Change of shared tenancies and the RTA

15.6      Subletting

15.7      Named tenant vacates and does not give notice

Chapter Folder online/16 | Water and tenancies

16.1      When can water charges be passed to a tenant?

16.1a    Water compliance certificates

16.1b   Reading of water meters

16.2      What are water efficient properties?

16.3      How can the lessor prove the property is water efficient?

16.3.1 What tribunal considers in the event of dispute

16.4      Invoicing tenants for water plus when does the lessor must pass the water bill onto the tenant

16.4a    QCAT articles and water

16.4b   Property made water efficient during the term of tenancy

16.5      Water tanks

16.6      Septic Tanks

16.7      Water and vacates

Chapter Folder online/17 | Lease renewals, rent and bond increases plus decreases

17a       Longer term tenancy leases

17.1      Lease renewal procedure

17.1.1  Factors to consider when carrying out a lease renewal

17.1.2   Fixed term lease extension agreement

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  Rent increase from fixed term to periodic tenancy

17.2.6  Tenants’ rights in disputing a rent increase

17.3      Notice periods and rent increases

17.3a    Notice periods expiring on a weekend or public holiday

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

17.9      How to calculate notice periods

Chapter Folder online/18 | Lawfully ending a tenancy

18a       Notices expiring on a weekend or public holiday

18aa     How to calculate notice periods

18.1      Ending a tenancy lawfully

18.1a    Requesting a forwarding address from a tenant

18.2      Notice to leave – Form 12 - reasons a notice can be given to a tenant

18.2aa Tenant request extension of notice to leave or notice of intention to leave

18.2a    Notice of Intention to Leave - RTA Form 13 – reasons a tenant can give notice

18.2.1  Requirements for a notice to leave without grounds

18.2.1a Tenants’ rights to dispute a notice to leave without grounds

18.2.1b If a notice to leave has an error

18.2.2  Withdrawing a notice to leave for unremedied breach

18.2.3  Enforcing a notice to leave

18.2.3a Following through on a notice to leave when the tenant pays the rent

18.2.3b Warrant of possession information

18.3      Notice of intention to leave – Form 13

18.3.1  Withdrawal of a notice of intention to leave by the tenant

18.3.2  If the tenant fails to leave as per the Form 13

18.4      Death of a sole tenant

18.4.1  Death of a co tenant

18.5      Order of Tribunal

18.5.1  Lessor/Agent applications to Tribunal to terminate the tenancy

18.5.2  Tenant remaining in possession after a termination order by tribunal

18.5.3  Tenant applications to Tribunal

18.6      Mutual agreement- ending the tenancy

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 Compensation and abandonment

18.7.5 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

18.12    Non Liveability – when is a property deemed unliveable?

18.12a Rent reduction instead of ending the tenancy – fire, flood or another event

18.13    If a tenant ends the tenancy due to Form 11 or Form 13 and is disputed by the lessor

18.14    If the tenant goes to jail during the tenancy

18.15    If the tenant is admitted to hospital for mental health concerns during the tenancy

Chapter Folder online/19 | Vacates and vacate procedures

19          The Vacate “pack”

19a       Pre Vacate service

19.1      Exit condition report and when to carry out the final inspection

19.1a    Handing over of the keys by the tenant at the end of tenancy

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)

19.3a    Notices expiring on a weekend or public holiday

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

19.9      Rental references for past tenants

19.9a    Declining a tenant request for a written rental reference

19.10    What is wear and tear?

19.11    Carpet cleaning, pest control and the RTRA Act

19.12    Break lease and or early ending of the tenancy

19.13    Water and vacates

19.14    Justifying and calculating compensation amounts

19.15    Vacates and odours

Chapter Folder online/20 | Bond refunds and dispute procedures

20          Meaning of rental bond

20.1      RTA bond refund procedure

20.2      When to claim the bond and if the vacate 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

20.5a    If the tenant is awarded the bond due to agency error or oversight

20.5b   If RTA release bond with a fraudulent signature

20.6      Monies owing over the bond

20.7      Request for lessors to pay maintenance, renovations, accounts

20.8      If the lessor does not pay invoices due to contractors

20.9      Bond audit recommendations

20.10    Disbursing bond monies paid by the RTA to the agency

20.11   RTA dispute resolution conciliation procedures

Chapter Folder online/21 | Dispute in general

21.1      Self-resolution tips

21.2      Objectionable behaviour of tenants

21.3      RTA dispute resolution conciliation procedures

Chapter Folder online/22 | Tenancy default databases

22a       Disclosure to tenant requirements about databases

22b       Q & A – tenancy database laws as of July 1 2016

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      Requirements to give tenants copies of database listings

22.3a    Requirements about quality of listings

22.3b   What happens if the circumstances about the listing change?

22.3c    What database operators must do

22.3d   Victims of domestic or family violence protections

22.4      Record keeping for listings

22.5      Common providers of database services

22.6      What are the penalties for breaching tenancy database laws?

22.7      QCAT and tenancy databases

22.8      Tenancy database legislation

Chapter Folder online/23 | Time management

23.1      Property Management Tasks

23.2      Planning task and ideal day, week and month

23.3     Time diary

Chapter Folder online/24 | Filing, record keeping, 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

24.6       Lessor wants another name on the management agreement (maiden/married name)

Chapter Folder online/25 | Files notes and follow up

25.1      File note procedures – computer and manual systems

25.2      Follow up procedures

Chapter Folder online/26 | Lost and terminated 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

26.6      Taking over a management from another agent or lessor

26.7      Representation of lessor when termination occurs

Chapter Folder online/ 27 | Trust accounting

27.1      General trust account obligations

27a       Lessor monies and trust monies expenditure

27.1a    Receipting

27.1.1  Printing of receipts

27.2      Banking

27.3      Mid-month and end of month

27.3.1  Withholding trust monies

27.3.1a Tenant overpays rent and is due a refund of monies paid

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

27.11a Lessor wants another name on the management agreement (maiden/married name)

27.12 Reconciliation of the trust account

27.13    Reversing trust account receipts

27.14   Providing tenants with receipts for rent payments

27.15   Request for funds from the lessor to pay for maintenance, renovations, accounts

27.16   If the lessor does not pay invoices due to contractors

27.17   End of financial year statement

27.18    Disbursing bond monies paid to the agency by the RTA

27.19    Trust and non trust money

27.20    Refunding fees when management is terminated

27.20a Tenant paying rent past hand over date of terminated management

27.21    Drawing lessor’s money from the trust account – the law and best practice

27.22    Disbursing insurance claim payouts and charging commission on loss of rent

Chapter Folder online/28 | RTA forms overview

Chapter Folder online/29 | Keys and the key register

29.1      Logging of keys

29.2      Key register

29.3      Providing keys to a third party

29.4      The law and keys

29.5      If the tenant loses keys for the property

Chapter Folder online/30 | QCAT – Tribunal

30.1      An overview of Tribunal

30.1a    Time frame for making QCAT applications

30.2      Tribunal forms

30.2.1   QCAT application process

30.3      What happens at tribunal and presenting in Tribunal

30.3.1  Representation of the lessor and the licensee

30.4      Urgent and Non-urgent applications

30.4a    How to receive a notice of unresolved dispute (NURD) without RTA conciliation

30.4.1  Example best practice completed urgent and non-urgent applications

30.4.1a If there is no forwarding address for a tenant

30.4.2   QCAT Form 8 – Counter application and or submissions

30.4.3  Tenant claim for compensation outside of a six month time frame

30.5      Appeals

30.5a    Request for written reasons

30.6      Reopening of applications

30.7      Enforcement of Tribunal decisions

30.7a    Renewal of decisions

30.8      Tribunal training at member online

30.9      Published decisions and appeals

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

30.10a If QCAT does not accept the Form 45 (join the lessor to a proceeding)

30.10b If an order is made in the agency name (instead of lessor)

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

30.11a Monies owing above the bond and when there is no bond

30.11.1 If a tenant ends the tenancy due to Form 11 or Form 13 and is disputed by the lessor

30.12     Declining representation of the lessor at tribunal and or management no longer in place

30.13   Where hearings can take place

30.14    Tips for preparing and presenting in tribunal

30.14a Electronic evidence and tribunal

30.15    Stay applications – what are they?

30.16    Why QCAT hearings are public

30.17   Withdrawing an application made to tribunal

30.18    If the tenant is awarded the bond due to agency error or oversight – no bond held

30.19    Correcting a tribunal error/mistake

30.20    Dictionary and definitions of words used in QCAT

30.21    The tenant owes money and there is no bond

30.22    When tribunal reserve their decision

30.23    QCAT and the RTA – the big difference

30.24    Evidence and witnesses

Chapter Folder online/31 | Property Occupations regulations

Property Occupations regulations

  • The Conduct standards and how they apply to property management

Chapter Folder online/32 | Agency policies 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

32.3a    Privacy and Consent - Government departments requesting information – Privacy Act

32.4      Complaints policy

32.5      In the event of a claim or incident (at a property) being made against the agency

32.5a    When a tenant advises of an injury or event at the rental property

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

32.7      Privacy and agency policies

32.8      Email etiquette tips

32.9      Electronic signatures

32.10    Other agency policies

32.11    When do staff need to be registered with the Office of Fair Trading

32.12    Professional Indemnity insurance and property management

32.13    Cyber security and your business

32.14    Safety in the workplace

32.15    Setting up a property management business - tips

Chapter Folder online/33 | Property owner listing booklet/guide

The word document can be downloaded at member online folder lessor property owner listing booklet. 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. Download the booklet at folder 33 and or folder 02.

Chapter Folder online/34 | Natural disasters and rental property

34.1      Disaster management best practice guide – the law and best practice

Chapter Folder online/35 | Tree and fencing laws

35.1      An overview of tree and fencing laws for sales and rental property including scripts for clients as to why the agency cannot deal with private civil matters

Chapter Folder online/36 | Drugs in rental property

36.1      Meth testing of rental property

36.2      Drugs labs suspected or found in rental property

36.3      Meth labs and clean ups

36.4      Property becomes unlivable due to contamination from meth

36.4a If it is found that the existing tenant has caused the contamination (meth)

36.5      When drugs in rental property – the law and risk management

Chapter Folder online/ 37 | Pool safety laws

The law and best practice

Chapter Folder online/38 | Relevant legislation for PM’s – references

Chapter Folder online/39 | Rural Properties

39.1      Dams

39.2      Livestock, fences and weed control

39.3      Mowing and yard maintenance

39.4      Machinery

39.5      Rubbish and waste

39.6      Rain water tanks

39.7      Pumps, tanks and water treatment

39.8      Bores and bore pumps

39.9      Septic tanks

39.10    Wastewater treatment (grey water)




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