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 (realestateexcellence.com.au) 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
3.3.4.1 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
3.3.15.1 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
3.3.19.1 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
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
3.3.24a 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)