Written Assignment: Residential Property Management NSW (CIVREP-NSW3 - AS - v2)

Written Assignment
Residential Property Management NSW

(CIVREP-NSW3_AS_v2)
Student identification (student to complete)

Please complete the fields shaded grey.
Student number
Assignment result (assessor to complete)

Result — first submission Not yet demonstrated
Parts that must be resubmitted
Result — resubmission (if applicable) Not applicable
Result summary (assessor to complete)

First submission Resubmission (if required)
Part 1: Instructions for completing and

n. a n. a
submitting this assignment
Part 2: Task 1: Understanding client requirements Not yet demonstrated Not applicable
Case study 1
Task 2: Management agency agreement Not yet demonstrated Not applicable
Task 3: Communication schedule with landlord Not yet demonstrated Not applicable
Task 4: Information for prospective tenants Not yet demonstrated Not applicable
Task 5: Tenant selection and approval Not yet demonstrated Not applicable
Task 6: Preparation for tenancy sign-up Not yet demonstrated Not applicable
Task 7: New tenancy sign up Not yet demonstrated Not applicable
Task 8: Periodic inspections Not yet demonstrated Not applicable
Task 9: Rental arrears Not yet demonstrated Not applicable
Case study 2 Task 1: Screening tenants Not yet demonstrated Not applicable
Task 2: Tenant selection Not yet demonstrated Not applicable
Task 3: Complaint — discrimination claim Not yet demonstrated Not applicable
CIVREP-NSW3_AS_v2
Task 4: Prepare information for tenant Not yet demonstrated Not applicable
Task 5: Complete ingoing condition report Not yet demonstrated Not applicable
Task 6: Complete residential tenancy agreement Not yet demonstrated Not applicable
Task 7: Tenant request for alteration to property Not yet demonstrated Not applicable
Task 8: Damage to the property — repair request Not yet demonstrated Not applicable
Task 9: Change to tenancy agreement Not yet demonstrated Not applicable
Task 10: Tenancy renewal Not yet demonstrated Not applicable
Task 11: Termination of the tenancy Not yet demonstrated Not applicable
Case study 3 Task 1: Landlord expectations not met Not yet demonstrated Not applicable
Task 2: Promote property management products

Not yet demonstrated Not applicable
and services
Case study 4 Task 1: Prepare maintenance plan Not yet demonstrated Not applicable
Task 2: Provide tenant with Notice of

Not yet demonstrated Not applicable
Termination
Task 3: Manage property condition Not yet demonstrated Not applicable
Task 4: Issue work orders Not yet demonstrated Not applicable
Task 5: Repairs to property Not yet demonstrated Not applicable
Task 6: Breach of tenancy agreement Not yet demonstrated Not applicable
Task 7: Tenancy renewal Not yet demonstrated Not applicable
Task 8: Rent Review Not yet demonstrated Not applicable
Part 3: Questions Question 1 Not yet demonstrated Not applicable
Question 2 Not yet demonstrated Not applicable
Feedback (assessor to complete)

[insert assessor feedback]
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Before you begin
Read everything in this document before you start your assignment for Residential Property Management
NSW (CIVREP-NSW3_AS_v2).
About this document

This document is the Written Assignment — half of the overall Written and Oral Assignment.
This document includes the following parts:
• Part 1: Instructions for completing and submitting the assignment
• Part 2: Assignment tasks include completion of the following forms available in the resources tab in the
subject room:
– Management Inspection Report and Exclusive Management Agency Agreement
– Standard form Residential Tenancy Agreement
– Condition report
– Entry notice
– Periodic inspection report (Routine Inspection Report)
– Notice to remedy breach
– Termination notice
– Notice of rent increase.
Note: NCAT application not included in resources, you will need to locate this on NCAT website.
• Part 3: Assignment questions.
How to use the study plan

We recommend that you use the study plan for this subject to help you manage your time to complete
the assignment within your enrolment period. Your study plan is in the KapLearn Residential Property
Management NSW (CIVREP-NSW3v2) subject room.
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Part 1: Instructions for completing and submitting the
assignment
Saving your work

Download this document to your desktop, type your answers in the spaces provided and save your work
regularly.
• Use the template provided, as other formats will not be accepted for these assignments.
• Name your file as follows: Studentnumber_SubjectCode_Assignment_versionnumber_Submissionnumber
(e.g. 12345678_CIVREP-NSW3_AS_v2_Submission1).
• Include your student ID on the first page of the assignment.
Before you submit your work, please do a spell check and proofread your work to ensure that everything is
clear and unambiguous.
Word count
The word count shown with each question is indicative only. You will not be penalised for exceeding the
suggested word count. Please do not include additional information which is outside the scope of the
question.
Additional research
You will be required to do additional research to answer the assignment questions.
Submitting the written assignment

Only Microsoft Office compatible written assignments submitted in the template file will be accepted for
marking by Kaplan Professional Education. You need to save and submit this entire document.
Do not remove any sections of the document.
Do not save your completed assignment as a PDF.
Submit your completed PDF templates in addition to the Word document.
The written assignment must be completed before submitting it to Kaplan Professional Education.
Incomplete written assignments will be returned to you unmarked.
The maximum file size is 20MB for the written and oral assignment. Once you submit your written
assignment for marking you will be unable to make any further changes to it.
You are able to submit your written assignment earlier than the deadline if you are confident, you have
completed all parts and have prepared a quality submission.
Please refer to the Assignment submission/resubmission videos in the ‘Assessment’ section of KapLearn
under your ‘Assignment Enrolment’ for details on how to submit/resubmit your written assignment.
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Your written assignment and oral assignment must be submitted together on or before your due date.
Please check KapLearn for the due date.
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The written assignment marking process
You have 12 weeks from the date of your enrolment in this subject to submit your completed assignment.
If you reach the end of your initial enrolment period and have been deemed ‘Not yet demonstrated’ in one
or more assessment items, then an additional four (4) weeks will be granted, provided you attempted all
assessment tasks during the initial enrolment period.
Your assessor will mark your assignment and return it to you in the Residential Property Management NSW
(CIVREP-NSW3v2) subject room in KapLearn under the ‘Assessment’ tab.
Make a reasonable attempt

You must demonstrate that you have made a reasonable attempt to answer all of the questions in
your written assignment. Failure to do so will mean that your assignment will not be accepted for marking;
therefore, you will not receive the benefit of feedback on your submission.
If you do not meet these requirements, you will be notified. You will then have until your submission
deadline to submit your completed written and oral assignment.
How your written assignment is graded

Assignment tasks are used to determine your ‘competence’ in demonstrating the required
knowledge and/or skills for each subject. As a result, you will be graded as either Demonstrated
or Not yet demonstrated.
Your assessor will follow the below process when marking your written assignment:
• Assess your responses to each question, and sub-parts if applicable, and then determine whether you
have demonstrated competence in each question.
• Determine if, on a holistic basis, your responses to the questions have demonstrated overall
competence.
You must be deemed to be demonstrated in all assessment items in order to be awarded the units
of competency in this subject, including:
• all of the exam questions
• the written and oral assignment.
‘Not yet demonstrated’ and resubmissions

Should sections of your assignment be marked as ‘Not yet demonstrated’ you will be given an additional
opportunity to amend your responses so that you can demonstrate your competency to the required level.
You must address the assessor’s feedback in your amended responses. You only need amend those sections
where the assessor has determined you are ‘Not yet demonstrated’.
Make changes to your original submission. Use a different text colour for your resubmission. Your assessor
will be in a better position to gauge the quality and nature of your changes. Ensure you leave your first
assessor’s comments in your assignment, so your second assessor can see the instructions that were
originally provided for you. Do not change any comments made by a Kaplan assessor.
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Units of competency
This assignment is your opportunity to demonstrate your competency against these units:
CPPREP4121 Manage landlord relationships
CPPREP4122 Manage tenant relationships
CPPREP4123 Manage tenant
CPPREP4124 End tenancy
CPPREP4142 Promote property management products and services
Note that the written and oral assignment is one of two assessments required to meet the requirements
of the units of competency.
We are here to help

If you have any questions about this written assignment, you can post your query at the ‘Ask your Tutor’
forum in your subject room. You can expect an answer within 24 hours of your posting from one of our
technical advisers or student support staff.
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Part 2: Case studies
Case study 1
Task 1: Understanding client requirements

You are a property manager for Magnus Real Estate, one of the largest agencies in your local area.
You have been prospecting for new property management listings and were introduced to a potential new
landlord, William Kotios, at a recent networking event where you swapped business cards. You then
followed up with an introductory email the day after the event.
William has replied to your email asking you to call him to arrange an appointment to meet him at the
apartment he is planning to lease. He wants to discuss the process of leasing and managing the property,
and for you to provide him with a rental appraisal.
From the address he provided, you know that the unit is a 2-bedroom apartment in a stratum titled block
built in the early 2000’s. You know the block well, as your agency already manages two (2) other units in
the same complex.
You have not met this potential client before, other than socially, and therefore you have no knowledge of
his property management experience or his expectations of the agency. You do not know if he is the legal
owner of the property.
You know how important the relationship between the landlord and agency is, so you phone William to
arrange the appointment to meet him, to gather more information about him and his property.
What can you ask the client to build rapport and confirm? Prepare for the phone call by making a list of up
to five (5) questions that relate to any of the following:
(a) his knowledge and/or experience of property management services offered by agencies
(b) the expectations he has for property management services from an agency
(c) any specific requirements he may have
(d) his expectations about the rent achievable for the apartment
(e) his expectations about the tenants that may occupy the apartment and the anticipated tenant profile
(f) whether he is the legal owner of the property
(g) any material facts that may influence the leasing of this apartment.
(150–200 words)
1. Did you buy the house to turn it into an investment property, or did it become one by
chance?
2. Do you have any additional properties for rent?
3. When was the last time you had an appraisal, or a comparative market analysis was done to
determine your property's value?
4. As I've worked with homeowners and landlords over the years, I've discovered that
sometimes renting makes sense and other times selling makes sense.
5. This is what I'd like to do. If you're okay with it, I'd want to conduct market research on the
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property's value. Worst-case scenario: I discover that you are charging more for rent or the
property is worth less than you anticipated.
6. Do you have any time this week to go over what I've come up with and see what
alternatives you have as a landlord?
7. Which is best for you... At 4 p.m. on Monday or Tuesday?
Assessor feedback: Resubmission required?
No
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Task 2: Management agency agreement
You have completed an appraisal and listing presentation for William. William confirms that he is happy to
proceed following your listing presentation and explanation of the property management process. He has
decided to appoint you to manage the property. It is currently vacant, and William is keen to secure a
tenant as quickly as possible, therefore you proceed to complete the management agency agreement.
You also need to discuss communication preferences throughout the property management period.
Part A: Complete agency documentation

Complete a management inspection report and exclusive management agency agreement, as relevant to
legislation from your state/territory.
You may include any additional information required to fully complete these documents. This can be
created if not supplied below.
(250–300 words)
Refer to Resources in the ‘Assessment’ tab in KapLearn for the property management inspection report and
exclusive management agency agreement.
Management inspection report
1. Owner landlord
Name William Kotios
Address 21 xyz Street, Town city
Contact details Phone: 0400 111 222 Email: bill.kotios@emails.com.au
GST registered No
ABN/ACN Not required
2. Agent Magnus Real Estate Pty Ltd, t/as Magnus Real Estate
Address 22 Green Street, Town city
ACN/ABN ACN: 162 745 184 ABN: 21 162 745 184
Phone 06 4222 4222
Email PM1@magnusre.com.au
Licence number 20207992
3. Property
Address 6/10 Gumtree Street Town city
Description 2-bedroom strata title unit with lock up garage
Inclusions Lock up garage, storeroom, balcony, air conditioning, dishwasher
Details of work required None [for this exercise]
Smoke alarms Not known — hard-wired, maintained and serviced by Owners Corporation
Electrical safety Is installed
4. Signature Agent to sign
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Exclusive management agency agreement
A. Owner/Landlord As per Inspection Report
B. Agent As per Inspection Report
C. Property As per inspection report
Permitted number of occupants 2
Pets permitted No
D. Agreement Date as at today’s date
Termination notice 60 days
E. Agents authority Yes, to all — Expenditure limit $250.00
Inspections Not less than every 4 months
Tenancy 12 months
Proposed rent $330–$340 per week
Magnus Real Estate Pty Ltd, t/as Magnus Real Estate Trust Account
Payment details
State Bank, Town city. BSB: 822-001; Account No: 46223999
Rental bond Equivalent to 4 weeks rent
Other authorisations None
www.realesate.com.au; www.magnusre.com.au; signboard (if permitted); agency
F. Lease advertising
window; agency rental list; agency social media
G. Fees for service All payable upon invoice
Management fee 7.7% inclusive GST
Letting fee 110% of one week’s rent = One weeks rent + GST
Lease renewal fee 55% of one weeks rent
Administration fee $5.50 per month inclusive GST
Additional services fees Attend court or Tribunal $88 per hour
Explanation of fees None
H. Charges and expenses All payable upon invoice
Letting advertising $295 per letting
I. Agents disclosure None
J. Property maintenance
None
contracts
K. Payments by agent Landlord protection; Council; Water/sewage; Owner’s Corporation Levies
List of insurance policies applicable to rental property. Instructions as to whether
1. (7) Landlords insurance
the agent is to pay insurance on behalf of owner
The landlord agrees to use your agency contractors ‘The Homework Team’ for all
2. (5) Repairs and maintenance general trades.
Dom Vasilis is the foreman there - his contact details are 0400 111 000
3. (1) Council Council — Town city District Council. Ref: G65758-32
3. (3) Water and or sewage State-wide Water. Account No: 7040–1040
4. Owners Corporation levies The Owners of SP98889X as per Item ‘M’
L. Rent and statements Payment period — monthly by EFT
State bank, Woodhead branch. Account name: William Kotios
Bank account details
BSB: 822-009. Account No: 66857730
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Statements Monthly by email
M. Unit levies Strata Plan SP98889X Lot No 33 Garage Lot No: 73
Town city Strata Management. 4/174 High St. Town city. 06 4222 9922
Strata Management Agent
SP98889X@towncitystrata.com.au
N. Water efficiency Tenant not required to pay water consumption
O. Swimming pool No
P. Landlords disclosures All no
Q. Additional instructions None
R. Special conditions None
S. Signatures Do not sign or date
No
Part B. Risk management — listing documents

Respond to the following questions:
(a) Expla\in the importance of the inspection report and management agency agreement to the agency
and the client.
(b) Identify one (1) legislative consequence of not having a management agency agreement.
(i) state the relevant Act and section of that Act in your state/territory.
(c) Explain why it is important to ensure the landlord receives a copy of the NSW landlord information
statement issued by NSW Fair Trading when signing the management agency agreement.
(d) Explain why is it important to review your rental appraisal to confirm rental price prior to your listing
presentation with a prospective landlord?
(200–250 words)
a. Regular inspections aid in the preservation of the value of their properties. The advantages of property
inspection are numerous, as it aids in the timely resolution of problems and the retention of renters for
extended periods. Furthermore, you might sell your well-maintained property for a higher price than the
market's worth.
This peace of mind comes from knowing that a thorough property inspection covers many areas of being a
landlord, such as:
• Examining the property's and its contents' condition to identify any repair and maintenance issues before they
become costly issues.
• Ensuring tenancy agreement compliance
• Ensuring that no illicit activities take place on the site.
• Establishing positive relationships with tenants
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• Demonstrating that you are following your responsibilities as a landlord
• Creating paperwork that can be used as proof in the event of a disagreement
b. Certificate of registration holders are not permitted to enter into agency agreements; for the
agreement to be legally enforceable, it must be signed by a Class 1 or 2 license holder.
• This does not preclude holders of a certificate of registration from prospecting for clients
for the agency and contributing to the formulation of the agency agreement.
• Assistant agents, for example, will still be able to conduct property inspections and prepare
inspection reports, whether for sales or property management.
• However, the licensee engaging in the agency agreement must verify that the inspection is
done correctly and that the contents of the inspection report are truthful and accurate.
• As an assistant stock and station agent, a certificate of registration holder may enter into an
agency arrangement relating solely to the sale or purchase of cattle.
c. The Residential Tenancies Act 2010 now includes a new section 31A. (NSW).
This provision makes it illegal for a landlord to enter into a residential lease agreement
without acknowledging that they have read and understood the Landlord Information
Statement.
The amended standard form of residential tenancy agreement set out in Schedule 1 of the
Residential Tenancies Regulation 2019 includes a new field for the landlord to sign
(NSW). This is where the landlord certifies that they have read and comprehended the
Landlord Information Statement.
d. Rental appraisal aids in determining your return on investment. When applying for a loan,
the appraisal may also assist you in evaluating your purchase. Understanding the
affordability of your repayments might be aided by knowing your future rental revenue.
The property managers can take the stress out of owning an investment property. They will
handle and aid with tough processes such as tenant selection and any rent-related
difficulties.
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No
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Task 3: Communication schedule with landlord
During the meeting to complete the paperwork, William asks the following questions:
• how will you keep in touch with him?
• what information he will receive from your agency?
• how and when you will be in touch with him about the tenancy?
• the responsibilities of each person in the property management team.
As you explain everything to him, you realise you have given a lot of information, so you tell William you
will confirm everything in writing.
Your task is to write this email to William to confirm your conversation.
Your communication should be formally written, and must cover the following points:
(a) the frequency of communication that the agency will have with the landlord (William), and the
nature and mode of those communications
(b) the agency service standards for property management clients
(c) how you will communicate with the landlord in matters relating to repairs and maintenance of
the property. Explain the procedures you will follow if a repair or maintenance item is expected,
or quoted to be:
(i) under the spending limit
(ii) above the spending limit
(d) confirmation of the screening and selection process for tenants
(e) timeframes for periodic inspections and reporting to the owners
(f) details of the property management team in your agency with contact details for different roles.
(Approximately 300–400 words)
Hi William,
It was a pleasure to get to know you. Our property management services were a pleasure to discuss with you.
Please allow me to elaborate on how we might be able to work effectively together, as promised:
Introduce yourself as the new Property Manager of [insert address]. Thank you for your time. Until further notice,
your current lease and payment conditions will apply. You must send in any payments or maintenance requests to the
address mentioned in this letter's header.
Ask if you have any questions or concerns about your rental property.
I hope Mr. Jack is pleased with the plan. We have an excellent track record in the industry, and we're always working
to improve it. If you have any questions or want more information, don't hesitate to contact me. I'd love to get
everything sorted out before we start the paperwork process.
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In addition, we will give you the details of acceptable tenants and management his record, and if you want to sell your
home, we can share interested clients' details and verification. A meeting with the appropriate clientele is also
arranged. Take care of things from start to finish.
It's also important to have a solid team of people who specialize in different areas. They should be able to meet your
needs while maintaining a high level of service and security.to discuss your terms and conditions, we can set up a
meeting with you.
So that you don't have to worry about your property in the future, make sure that all tenants understand the conditions
and that we can examine them promptly.
Regards,
Property manager
No
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Task 4: Information for prospective tenants
You have placed an advertisement of William’s rental property on the internet, in the agency window,
on your social media sites and added it to the rental availability list for rental enquiries.
You are preparing for the first open home and need to provide information to potential tenants that
inspect the apartment.
Part A: Information sheet

List the information that you would place in an information sheet to accompany the tenancy
application form., that you would add to help a tenant reach a decision on whether to apply for the
property:
The information sheet should include details about the following; plus, any others
• The property itself — features and benefits, facilities and specific attributes, material facts etc.
• The tenancy agreement — dates, duration, terms, conditions, entry costs, specific strata by-laws that
may be applicable, including the ‘no pets’ policy.
• The application process and documents that you would want to accompany an application.
• Expected turnaround times for application decisions.
(150 words)
1. 2 Allan Street Curtin
$ 920 PER WEEK
Fantastic four-bedroom home. This two-story home is in a great location, close to schools,
shopping, bike paths, and public transportation—a lovely mix of formal and informal open plan
living areas. The kitchen is modern, with gas cooking and a dishwasher. There is plenty of storage
space throughout. Separated master bedroom (downstairs) with walk-in closet and unsuitable.
Gardens that require little upkeep, as well as a double garage with internal access.
Highlights:
 Formal lounge + open plan family room with timber floors

 Modern kitchen with gas cooking & dishwasher
 Four bedrooms, segregated master bedroom (downstairs)
 Built in robes in each bedroom, walk in to the master
 Powder room downstairs
 Ducted heating & cooling
 Low maintenance gardens
 Covered outdoor entertaining area
 Double garage with internal access
 Study nook upstairs
 Enclosed yard
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 Quick walk to parkland, shops & schools
2. The tenancy agreement
TERMS AND CONDITIONS
A. Lease term. The rental period will begin on February 9th and expire on February 22nd.
B. Rent. Renter agrees to pay $ 920 PER WEEK in consideration for the use of the House
under the terms of this House Rental Lease Agreement, payable in the following amounts:
C. Payments will be made to [Rent] by [Payment. Method] on or before the above-mentioned
due date(s). Late payments result in [Last. Payment], and returned checks result in
[Returned. Cheque Comsequence].
D. The security deposits. On the day this House Rental Lease Agreement is completed, the
Renter will pay the Owner a $[Amount] security deposit. It will be returned in a clean and
undamaged state, subject to normal wear and tear, upon surrender of the House. The Owner
shall itemize any usage of the security deposit to repay the Owner for extraordinary
cleaning costs or repairs upon returning the security deposit.
3. Applying for a house

• identification proof
• evidence of income, such as a pay stub or bank statement
• previous rental records
• personal and professional references
4. Application decisions are expected to be made within three days.
No
Part B: Tenant applications and references

You received three (3) applications for this property after the first weekend’s open home.
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Applicant 1: Dmitri and Suzanna Ulanov
Suzanna works for a furniture removal company as their administration manager, earning approx. $1,900
per fortnight — she has been there for a year. Previously she was a chef at a pub.
Dmitri is a care worker at a local retirement village, earning approx. $1,500 per fortnight and started there
four (4) months ago. He was previously at a different care home.
For the last 4 years they have been living with Dmitri’s mother, and paying a little rent towards household
bills. Prior to that they were in separate accommodations, Dimitri was renting through a real estate agency
and Suzanna was living with her family.
Dmitri has a 10-year-old son from a previous relationship who lives with them part of the time. He pays
$120 per week in child support. They have a car loan that costs $550 per month and they are paying off
another bank loan at $250 per month.
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Applicant 2: Carlos Barbero, Mina Hussain and their 6-year-old daughter, Parisa
Carlos works as a fitter at a local car parts manufacturer, earning $1,100 per week as take-home pay.
He has occasional, but irregular overtime, and has been in his role for five (5) years.
Mina has a part time job at a local solicitor’s office where she works as a casual filing and administration
clerk, earning approximately $260 per week on average (varies between $200 and $320 per week). She has
been in her role for the last four (4) years.
They have been renting a small two-bedroom unit across town for $325 per week for the last three (3)
years and have provided a copy of their tenant ledger which shows a perfect record.
Carlos has a leased SUV, costing $400 per month, Mina drives a small 15-year-old car. They have credit
cards, but no outstanding debts or other loans.
Applicant 3: Maria Kovak and Jade Diaz

Maria and Jade are a couple in their mid-twenties, who have been living together in a one-bedroom unit.
Jade is a child care worker at a local kindergarten. She has been there two (2) years and is studying for her
Diploma so she can progress to the next award pay grade. She currently receives $750 per week net income
and has a car finance of $450 per month.
Maria is a university student who works as a casual employee in several cafés. She includes six (6) months
of bank statements with her application that show most weeks between $350–$400 is paid into her
bank account.
They have been paying $260 per week in rent. With the unit’s proximity to the university for Maria,
they will save on public transport fares.
(a) Explain why it is important to establish how these applicants found out about the property they are
applying for.
(b) Where would the information be recorded?
(50–100 words)
a. For a rental application, applicants use a variety of media. Proprietary managers need to
know which areas or mediums are more effective for advertising purposes. Furthermore,
they can analyse data and conduct market research on it.
b. Hard disc drives (HDDs), solid-state drives (SSDs), external hard drives, USB flash drives,
and SD cards may all be turned into a string of binary digits, which is what all data
recorded on storage media is.
No
Part C: Tenant references

List at least four (4) reference checks you will complete to check the applications for tenancy. For each of
the four (4) checks, outline what you are confirming or checking for?
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(50–100 words)
Tenant reference check kinds of individuals
1. Previous Landlords
Rental references can be obtained by contacting former landlords.
• Did you make all of your rent payments on time, in full?

• Amount of rent each month
• What was the tenant's responsibility for the property's upkeep?
• Is there any way that the tenant could contact you?
• Recommendations for renting to this tenant?
2. Employer References
The tenant's present employer should also be contacted as part of the tenant reference check. In addition, asking
employer questions will assist you or your property management business assess the tenant's personality traits, which
will be helpful when engaging with the tenant. Moreover, it will allow you to verify the details of their application for
a new job position.
3. Personal References
Speaking with a prospective tenant's friends and family is another excellent technique to learn
about the type of person. As a result, notwithstanding any bias, individuals closest to the tenant can
supply helpful information. As a result, landlords can use this information to determine if a tenant
will pay rent on time, generate problems with neighbours, or cause damage to your property.
• How long have you known the tenant?
• If you were a landlord, would you rent to this individual?
No
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Part D: Tenant selection
Assess the applications outlined in Part B of this task (Task 4) and select the applicant that you believe
would be the most suitable tenant based on the tenant profile developed in Task 1. You must be able to
justify which tenant you have chosen, stating the reasons for your selection.
Note: For the purposes of assessing affordability for this question only, assume that the asking rent for the
property is $400 per week.
(50–100 words)
The best candidates for this home are Carlos Barbero, Mina Hussian, and their daughter Parisa.
Carlos is a fitter at a local parts manufacturer, and his wife Mina is an administration clerk at a
nearby solicitor's office. Thus, they can afford to pay the rent on this apartment with the money
they are earning. No outstanding debt for Carlos and his wife, which is a plus for the candidate.
No
Task 5: Tenant selection and approval
Part A: Landlord approval

Describe a suitable procedure for gaining landlord approval for a tenancy, including what information you
would supply to the landlord. Ensure you include:
• the records that you would you keep
• when and how you would notify both successful and unsuccessful applicants.
(100–150 words)
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(a) Landlords and property owners are accountable for keeping records on current and previous
tenants. The following are examples of essential tenant files:
• Rental application and screening reports for tenants

• Correspondence about rental application acceptance or denial
• The signed lease or rental agreement, as well as any modifications or amendments made
throughout the tenancy
• Security deposits, refunds of security deposits, and an itemized list of any deductions
• You and your tenant must complete the move-in inspection papers.
• Move-out inspection documentation, particularly as it relates to a tenant's security
deposit
• Records of rent payments
• Records of rental fees (late fees, cleaning fees, pet fees, etc.)
• Pet policy agreement and records of pet deposits
• Written petitions for admission
• Notices of rent increases
• Notices of property maintenance
• Work order or maintenance requests, as well as information on how and when they were
addressed
• Lease breaches and related action records
• Paperwork and records about evictions
• Legal notices and related measures
• any emails and correspondence with the tenant
(b) As a landlord or property manager, you'll have to decide whether to accept or reject rental
requests. A low credit score or an income that doesn't fit your rental standards are just a few of
the reasons you may be tempted to reject an application. Most importantly, when refusing a
tenant's rental application, you must do it in a fair, professional, and lawful manner.
No
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Part B: Holding deposit
Tenancy legislation allows the prospective tenant to pay a fee prior to signing the tenancy agreement.
Outline the conditions or/requirements when accepting this fee from a prospective tenant?
(50 words)
As part of the application process, the landlord or agent may ask you for a holding fee. They can
ask for a week's rent as a maximum.
There is only one fee that the landlord/agent can hold at a time. It is prohibited for seven days to
engage in an arrangement with another potential tenant after obtaining a holding fee (or longer, if
you both agree). It’s a one-time fee that goes into the rent on the first day of your lease.
Rental fees must be reimbursed if your landlord/agent:
 they refuse to enter into the tenancy agreement, or

 you reject to enter into the tenancy agreement because the landlord/agent made a false or
misleading statement, or they omitted to inform you of any 'material facts.'
 If you do not enter into the tenancy agreement for any other reason, the landlord/agent may
keep the charge.
No
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Task 6: Preparation for tenancy signup
Part A: Tenancy commencement — Process checklist

Prepare a process checklist in readiness to accept the new tenant. All property management staff in your
agency will also use the checklist in commencing future tenancies. Ensure the process — between
approving a new tenant and the tenancy agreement sign-up appointment — covers off on all checks
required before handing the keys over to the tenant, to ensure that the leasing process is finalised.
Your checklist should commence with the tenant being approved for the property and end with handing of
the keys to the tenant.
(100–150 words)
1. Sign Lease with New Tenants
2. Collect First Month’s Rent and Security Deposit
3. Confirm a Move-Out Date with Current Tenants and Remind Them to Complete the
Move-Out Checklist
4. Decide on the Move-In Day Schedule
5. Send Welcome Letter to New Tenants
6. Inspect the Property When Tenants Move Out and Review Move-Out Checklist
7. Make Necessary Repairs
8. Return the Security Deposit to Previous Tenants
9. Complete Any Renovations
10. Schedule a Time for Painting
11. Change the Locks
12. Check the Smoke and Carbon Monoxide Detectors
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13. Professional Cleaners
14. Take Pictures of the Unit
15. Review Move-In Checklist with New Tenants and Sign
16. Set Up Online Rent Payments
No
Part B: Tenancy sign-up checklist

You are anxious about making a mistake when signing up your new tenants. You are aware of the risks to
the landlord and the agency if anything goes wrong.
Your task is to prepare a tenancy sign-up checklist to ensure you do not forget any important aspect of the
sign-up process, or forget to tell the tenant anything important about the terms and conditions of the
tenancy agreement.
(200–250 words)
• A rental application has been received.
• Conducting background checks
• Completion of a credit report
• received verification of employment form
• The Previous Landlord Verification Form has been received.
• Renters' identification cards, both sides, were copied (s)
• The Tenant was fully informed of all rules and procedures.
• Provided Tenant with information on emergency procedures
• Tenant Signed Lease Contract
• The Tenant signed a lease agreement addendum.
• Date of signing of the lease agreement
• Lease Start Date
• Term of the Lease
• Your contact information was given to the Tenant.
• All of my security deposit was received by certified method Date of receipt of security
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deposit.
• The first month's rent was received in full by Certified Method Received the first month of
rent.
• The Tenant has purchased insurance for renters.
• Restore any property damage
• Property that has been thoroughly cleaned.
• Property Condition Checklist signed by the Tenant
No
Part C: Rental bond

(a) Describe how a rental bond is paid in your state/territory.
(b) Provide details of the process, including time frames available to the agent to lodge any bond
payment they receive.
(100–150 words)
(1) If the tenant violates the tenancy agreement, the tenant must pay a security deposit. A real
estate agent or landlord can ask for a different rental bond in Melbourne, Sydney, Brisbane,
and Perth. A basic overview of the numerous rental bonds follows.
It is then deposited into a joint account between you and the landlord, which earns interest
for the duration of the lease. When your tenancy is over, your rental bond will be released,
and you will receive a full or partial return.
(2) The bond must be deposited with NSW Fair Trading by the landlord/agent. For lump-sum
payments, the bond must be deposited within ten working days of payment. The bond must
be deposited by an agent within ten working days of the end of the month.
No
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Part D: Consumer protection
Name the consumer protection document that must be given to every tenant before they enter into a
tenancy agreement in your state/territory? (50 words)
Before a renter signs a lease or moves into a home, the landlord or agent must provide the
tenant with the following information:
• a copy of the tenant disclosure statement (available in other languages)

• a copy of the proposed tenancy contract (we suggest you use ours)
• two copies, or one electronic copy, of the landlord's or agent's condition report
• a copy of the bylaws if the property is part of a strata scheme
• an invitation to use Rental Bonds Online to lodge the bond
When the agreement is signed, the landlord must provide the tenant with:
• the tenancy agreement, which has been signed
No
Task 7: New tenancy sign-up

Your selected tenants will be renting the property from 8 October 20XX. They will be paying their bond via
Rental Bonds Online.
Part A: Residential tenancy agreement

Complete the following documents based upon the tenants you and the landlord have selected in Task 5
and the information provided below:
(a) Standard form Residential Tenancy Agreement
(b) Condition Report:
You may use the following details:
• The property is a two- bedroom unit with a lock up garage, one bathroom, balcony, kitchen and
laundry. The property is in clean condition, with no safety issues.
• The front door has a handle lock and deadlock.
• There are beige colored holland blinds throughout the property, in good condition.
• There are flyscreens and window locks/keys on all windows.
• The property has a dishwasher and air conditioner.
• The loungeroom has a sliding door to the balcony.
• There are built ins in both bedrooms.
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Please ensure that all information is completed with descriptions as required.
Note: You may create additional hypothetical information only if the information above is not sufficient.
(Word count not applicable)
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Standard Form Residential Tenancy Agreement
Agreement Date the Tenancy agreement is signed
Landlord William Kotios — c/o Magnus Real Estate Pty Ltd
Contact details Email: bill.kotios@emails.com.au — Use agency phone number
Address Agency address
Tenant(s) Your selected tenant from Task 8
Landlords agent details Magnus Real Estate Pty Ltd, t/as Magnus Real Estate
22 High Street, Town city
ACN/ABN ACN: 162 745 184 ABN: 21 162 745 184
Phone 06 4222 4222
Term of agreement 12 Months starting on 8 October 20XX, ending on 7 October 20XX
Residential premises 6/10 Gumtree Street Town city
Inclusions Lock up garage, balcony, air conditioning and dishwasher
Rent $340 per week, payable in advance starting on 8 October 20XX
Method of payment To Magnus Real Estate Pty Ltd, t/as Magnus Real Estate Trust Account
State Bank, Town city BSB: 822-001; Account No: 46223999 by EFT
Reference: first 3 letters of street name followed by unit# & street#
Rental bond Dollar amount of 4 weeks rent
Max no. of occupants As per tenants selected [2 or 3]
Urgent repairs ‘The Homework Team’ for all emergencies. Dom Vasilis. 0400 111 000
Water usage No
Utilities No embedded networks
Smoke alarms Hardwired
Strata by-laws Yes
Giving notices Yes — Landlord = agency email: PM1@magnusre.com.au
electronically Tenant = tenants email address
Clause 38 & 39 Cross one out
Clause 45 Cross out — assume no pool
Clause 53 No pets
Signatures Leave unsigned
No
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Part B: Issue keys to tenant
The new tenants are taking occupation of the property. After completing the paperwork, you need to issue
them with keys to the property.
(a) Explain what keys you are required to give the tenants to comply with state/territory legislation.
(b) Identify any security and risk management strategies you will implement at handover?
(100 words)
a.
 must provide and maintain locks or other security equipment required to make the premises
"reasonably" safe
 should provide a copy of the key (or another opening device/information) to each tenant
mentioned on the tenancy agreement to access any lock or security mechanism for:
 the premises
 any communal property to which you have access
 not to charge you for duplicate keys or other opening devices unless it is necessary to
recover the cost of replacement or additional copies
 without a legitimate excuse or unless you agree, not to change, remove, or add any lock or
other security device
 within seven days of the change, to provide you with a duplicate of any key (or another
opening device/information) that they update
b.
• Inspecting periodically
Every detail is scrutinized in a courtroom if you conduct, record, and follow up on Periodic
Inspections as if you were a witness.
• Repairs & Maintenance
• Insurance
All property owners should carry a minimum of $5,000,000 in public liability insurance. However,
it is recommended that they also take out a Landlord Insurance Policy, which typically includes
$20,000,000 in public liability insurance and rent default and negative damage coverage.
• Keep File Notes of Conversations
Keep thorough and up-to-date documents. Correct contemporaneous records are the most
convincing evidence in a disagreement.
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• Building Safety Health Checks
• Maintain a strict follow-up system for everything
• Follow your client's instructions
• Pool Safety
• Clandestine Drug Manufacturing
No
Part C: Trust account transactions

Explain the process for dealing with the monies paid by the tenant upon sign up of the tenancy agreement.
• What trust account transactions will need to be recorded?
• What disbursements will need to be made from the trust account and when?
(100 words)
a. Types of trust account should be recorded:
 Bank Check Ledger
 Receipts Journal
 Disbursements Journal
 Client Ledger Balances
 Individual Client Trust Ledger
 Bank Reconciliations
 3-Way Reconciliation
b. When it comes to trust money, it can only be disbursed according to the instructions of the
person on whose behalf the money was kept. The trust money can only be withdrawn via
check or e-transfer of funds. According to Regulation 65, trust money can be removed for
the payment of legal fees.
No
Task 8: Periodic inspections

You organise the first periodic inspection to take place two (2) months after the commencement of the new
tenancy.
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Part A: Entry notice
Prepare an entry notice to the tenants to notify them of their forthcoming periodic inspection, providing an
appropriate advance notice period.
(50–100 words)
Notice to Enter
September 5, 2021
Dear Tenant,
This letter serves as formal notice of the intention to access the rental property at _________, on
September 5,2021 from approximately 12:00pm to 01:100pm in order to inspect the condition of
the premises and identify repairs.
Access to rental property is permitted by law so long as reasonable notice is provided to the
tentative you have any concerns or questions please contact __________ at _____.
Thank you for your concern.

Sincerely,
__________________________
____________________________
(name ) (signature)
No
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Part B: Periodic inspection report
At the periodic inspection you realise that the tenants have a cat living in the unit.
1. Prepare a periodic inspection report for the landlord which outlines the following:
(a) current condition of property
(b) whether the tenant is abiding by all terms of the lease; and actions taken to remedy any breach
(c) any suggested repairs and maintenance that may be required at the property; and their
urgency level
(d) any future preventative maintenance you foresee being necessary in the next 12 months.
You should use hypothetical information for any details not provided.
2. Prepare a short email for the landlord to inform them of the presence of the cat, and the action that is
being taken (breach notice sent to the tenant).
3. Prepare and submit a notice to remedy breach to send to the tenants about the cat, stating that the
unit will be re-inspected in 14 days to confirm that the cat is no longer at the property.
(200 words)
(Your Name)
(Current Address of Your Apartment, Unit #)
(City, State, Zip Code)
(Date)
(Landlord or Apartment Company's Name)

(Address as Printed on Your Lease)
(City, State, Zip Code)
Re: Permission to have a pet in my apartment
Dear (Name of landlord or manager),
This is a letter to ask whether we can bring in another pet to live with us in our home. Since we're
responsible renters, we'd like to make every attempt to guarantee you that we'll be respectful of your
pets.
We'd want to set up a time to discuss the requirements you must meet for us to qualify as pet
owners. A pet agreement is also signed at that time, including all of your pet ownership restrictions.
Exercise, attention, and care will be provided at the proper levels for our pet's needs. Continue to
tidy the flat, examine the interaction between your dog and your neighbors and make sure your dog
is well taken care of when you cannot do so yourself.
Please accept our sincere thanks for taking the time to speak with us about adopting a cat. Please
send me an email as soon as possible so we can arrange a time to talk.
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Kindly,
(Your Name and Signature)

(Apartment Number)
(Phone or Email Address)
No
Task 9: Rental arrears

In mid-March, five months into their tenancy, the tenants appear on the agency arrears list as having
missed their last rent payment. It is now Monday, and their rent was due last Friday.
Part A: Arrears management plan

(a) Outline in detail what actions you will take over the coming two (2) weeks to attempt to rectify this
situation. These actions must be in alignment with your arrears policy, you can refer to a mock policy.
(b) Explain how you will communicate with the landlord about the arrears and the action to be taken if
arrears are not remedied within the appropriate time frame.
(50–100 words)
a. Short and long-term leases
1. Breach of contract
A Notice to rectify the breach (Form 11) can be issued if the tenant is more than seven days late on
rent.
Tenant agreement shall continue as long as rent is paid promptly. Any new rent may also be
payable during the breach procedure, so keep that in mind.
2. Leaving notice
As soon as the breach notice expires, the property manager/owner can issue a Notice to Vacate
(Form 12), giving the tenant a minimum of seven days to vacate the premises (2 days in a caravan
park).
They might seek the RTA for assistance in resolving the disagreement.
Another option is to make full payment of rent and seek in writing permission from the property
manager. The property manager/owner will have the final say on this. A written agreement is
required if the property manager/owner agrees to let the tenant stay.
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b. There will be communication between the landlord and the property management, either by
mail or notice.
No
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Part B: Notice to remedy breach
Complete and submit a Notice to remedy breach in relation to the arrears that you would send to
the tenants.
Include the completed PDF document with your Word document.
No
Part C: Manage arrears — Notice to terminate

You have followed your arrears policy to the letter, but despite your efforts, the rent remains unpaid for
two (2) weeks. The higher earning tenant has responded to your Notice to Remedy informing you that their
employer went into receivership at the end of January, and statutory entitlements have not been paid.
They are attempting to borrow money from family and have also advertised their car for sale to reduce
their outgoings expenses.
Your task is to:
(a) Prepare a termination notice for a breach of agreement to the tenants.
(b) Explain how you will serve the termination notice and the actions you will take to protect your
client’s property and income, and keep them informed of progress.
(50–100 words)
a. Attached with assignment
b.
1. Informing a rental provider (landlord) of late rent
2. Rental provider’s (landlord’s) rights if rent is late
3. Rental provider can apply to VCAT to be paid
4. Rental provider can issue a notice to vacate
A notice to vacate is a formal statement that the rental provider wants to end the rental agreement
and that the renter should leave the property.
 Notice to vacate to renter/s of rented premises
 Notice to vacate to resident/s of a rooming house
 Notice to vacate to resident/s of a caravan park
5. Rental provider can apply for a possession order
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No
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Part D: Landlord requests possession
Several days before the termination date specified in the notice of termination, the tenants finally pay
their arrears. The higher earning tenant has a new job, and they do not foresee any further problems with
their rent.
However, the landlord is not satisfied with this explanation. He emails you instructions to give the tenants’
notice to leave the property as soon possible — ideally before the end of the month.
(a) Outline the legislative issues relating to the landlord’s instructions.
(b) Correctly identify the notice period that should be given in your state/territory to terminate the
tenancy at the end of the fixed term.
(50–100 words)
a. The landlord/agent can obtain a termination order if you ignore the notice. Attend the
Tribunal hearing if they do so if they do. However, the Tribunal may not terminate the
agreement if you demonstrate that you have remedied or taken steps to fix the breach.
Rendement arrears cause eviction. A non-payment termination notice might be given to

you if you have breached the agreement only by falling behind on the rent. Before they
give you this notice, you must owe them at least 14 days of rent.
b. Unwanted tenants do not have to evacuate their homes when they pay their rent in full or
enroll into an approved repayment plan.
A minimum of 14 days' notice is required to end your tenancy when the fixed-term period
ends. There is no time limit on when you can give this notice.
The landlord or agent can give a 14-day termination notice if you breach your tenancy
agreement, for example, by failing to pay rent.
No
Part E: Termination notice — end of fixed term

On the date that you are able to give notice to terminate the tenants’ fixed term tenancy, you issue the
termination notice to the tenants.
(a) Prepare a legally compliant termination notice. You may use hypothetical information for any details
not supplied. (Word count not applicable)
(b) Prepare an ‘End of Tenancy’ letter to the tenant that details the requirements to successfully end the
tenancy to ensure that the tenants will receive their full bond refund.
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Your letter to the tenant should discuss the following points:
(i) the ingoing condition report setting the standard for outgoing report
(ii) cleaning advisories (you may include referrals to bond cleaners)
(iii) warning about the use of bond money for rent
(iv) amount of rent owing until vacating date
(v) removal of goods from common areas and garages, and the consequences of goods left behind
(vi) any legal requirements for the outgoing inspection report
(vii) process for return of keys and locking devices to the agency.
You should also provide details of any other similar properties available through your agency that the
tenants may like to consider. (200 words)
Include the completed PDF templates with your Word document.
No
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Part F: End of tenancy
The tenants did not turn up at the agreed time for the final inspection, so you complete the outgoing
condition report in their absence. During the inspection you are dissatisfied with the cleanliness in the
kitchen and bathroom. Specifically, the oven and the shower screens have not been cleaned to a
satisfactory standard.
Your tasks are as follows in relation to this inspection:
(a) Explain the process you will implement to advise the outgoing tenants of the cleaning required.
(b) Outline the measures you will need to take to fix these issues with the property and finalize
the tenancy.
(c) Explain the implications for the bond.
(d) Outline the communications you will have with the landlord.
(e) Document the process you will follow to resolve the situation.
(150–200 words)
a.
End-of-tenancy cleaning is the source of most disagreements between landlords and tenants.
As a result, everyone must understand their rights. These include their landlord's obligations and
responsibilities, the level of cleaning required, what constitutes reasonable wear and tear, and who
is responsible for what.
While landlords must prepare their home for incoming tenants, those leaving must leave it as clean
as they found it to avoid losing a portion of their deposit.
No
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Case study 2
Task 1: Screening tenants

You have a property on your rent roll that is currently vacant: 168 Bourke Road, Town city, is a run-down
1950’s weatherboard house close to the CBD and university campus. It comprises of an entrance hall
leading to two (2) bedrooms, one (1) bathroom, a kitchen and a lounge/dining room with double doors to
the back yard. The house is slightly elevated with three (3) steps up to a front verandah and the front door.
At the side of the house is a detached timber and fibro lock-up garage, with a laundry area and two (2)
store rooms. The property is situated on a busy main road, with a bus stop outside with regular buses to
the CBD and university.
The house and décor are dated, but in reasonably good condition. The bathroom and kitchen are original,
but clean and tidy. At just $300 per week, the rent is very affordable, and it is amongst the cheapest houses
currently available in Town city.
The landlord purchased this property a few years ago with plans to demolish the house, subdivide the block
and build townhouses on the site as the zoning changes allow a higher density. All the plans have been
drawn up and the new development application has been lodged. However, he will not be starting work for
at least 12 months until his current project is sold.
He has several other properties managed by your agency and allows the agency to make all the decisions.
The agency agreement permits the agent to select the tenants and complete the lease documents — as an
experienced landlord, he respects the agency’s judgment. You have an expenditure limit of $200 for this
property.
Part A: Tenant profile

What do you think will be the typical tenant profile for this property, and why? (50 words)
No
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Part B: Screen tenant enquiries
Before leaving the office, you place an advertisement of the property on the internet as instructed by the
landlord.
Next morning the receptionist has taken several phone calls from prospective tenants about the property.
You need to contact the prospective tenants.
(a) List at least four (4) questions that you would ask in order to qualify or screen a prospective tenant
over the telephone in an initial enquiry about your rental property.
(b) List four (4) questions that you would not be able to ask a prospective tenant, as it would be a breach
of anti-discrimination laws.
(50–100 words)
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a. Top Tenant Screening Questions
1. What date would you like to move in?

2. Do you have pets?
3. How long have you lived in your current home?
4. Why are you moving?
5. How many people will be living in the unit?
6. How many people living with you smoke?
7. What is your monthly income?
8. Have you ever been convicted of a relevant crime?
9. Have you ever been evicted?
10. Have you ever broken a rental agreement?
b. As a tenant, you have specific renter rights that you should be aware of. Rights to privacy
and a clean and habitable dwelling are examples of such rights. As a renter or rental
applicant, your landlord is not authorized to ask you certain questions. Here's a list of
things your landlord can't ask you about, as well as a few things they may.
1. Nationality - “Where were you born and raised?”

2. Sexual Orientation and Gender Identity - “Who do you date?”
3. Religious Affiliation - “Which church do you go to?”
4. Public Assistance - “Are you on food stamps?”
5. Familial Status - “Do you expect to have kids soon?”
6. Age - “How old are you?”
7. Entering Without Proper Notice - “May I come over in an hour to check out the
apartment?”
8. Repairs - “Can you repair the leaky faucet in the kitchen yourself?”
No
Part C: Building rapport with prospective tenants

As any of these tenants may be suitable to rent the property, in addition to getting the answers to your
qualifying questions, you also wish to start building a positive relationship.
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How will you ensure that you build rapport with prospective tenants during the calls? (50–100 words)
Good communication with your tenant might mean the difference between an empty property and
one that is rented out for the long haul. It is possible to maintain a healthy connection with your
tenant in several ways. Here are HERE's top 3 ideas for keeping a tenant satisfied.
1. It's important to communicate.
There are many different property management businesses that tenants have dealt with over the
years. It's important to communicate clearly about the rental agreement so that the partnership gets
off to a good start!
2. Provide a longer lease
Start by checking their rental history and income. Tenants who fit your home should be given the
option of a longer-term. Tenants, like everyone else, want to feel secure. Having your tenants live
in the same house for a long time might reduce their stress and reduce the chance of losing money
if your property is vacant. If your tenants are trustworthy, let them know that the property is
accessible for as long as they need it and that you will be pleased to extend the agreement when it
expires.
3. Do not stop making improvements to your property.
Making improvements to your property can extend the tenure of your tenants. It will help you
stand out in today's competitive rental market by adding features like heating, cooling, and a
backyard. When a tenant sees dated fixtures, they may decide to look elsewhere. Rather than only
focusing on the initial outlay, go to a specialist and forecast the return on your investment. It will
likely pay itself off!
No
Part D: Confirming suitability of applicants

Draft three (3) questions you could ask potential applicants to confirm their needs and expectations.
(50–100 words)
There are some questions could ask to potential applicants to confirm their needed and expectations.
1. How long have you lived in your current home?

2. Why are you moving?
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3. How many people will be living in the unit?
4. How many people living with you smoke?
5. What is your monthly income?
No
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Task 2: Tenant selection
The following day, you invite four of the prospective tenants who you spoke to on the phone to inspect the
property. You also advertise an open home, which attracts another 10 groups.
The next morning you start work on the four (4) applications on your desk. All four (4) have included
100 points of ID with their applications and submitted some documents in support of their application.
Applicant 1: Philippe Gonzales and Emilia Pereira

A young couple with incomes of $700 pw and $770 pw on their payslips. Income is sufficient to service the
rent as well as Philippe’s car loan. They have no rental history as they have been living with parents;
this would be their first home together.
Applicant 2: Iva Tamakawa and Mercy Nganwe

Iva and Mercy are 3rd year international students at the university. Both have part time jobs locally and
show you their ledger from their current real estate agency where their rent was $340 per week. There was
one arrears event, 13 months ago, when the rent was paid eight (8) days late. Mercy has added a note that
she was unable to access internet banking to transfer rent when she was in her family’s village in her home
country. Since then, the rent has been paid on time. This property is within walking distance of the
university campus and their jobs. Their current property is 4km further out of town, and moving to this
property will save them money and public transport costs.
Applicant 3: Alan McGregor and Betty McGregor

Alan and his wife Betty are an older couple with no children. They have been renting another house
through your agency at $275 per week for a few years. However, their rental history is poor, with several
arrears situations, and a breach relating to the number of occupants living in the property (which was
rectified at the follow-up inspections). Alan has had a regular job on a local farm just out of town for the
last 3 years. Betty volunteers at the local community centre and does some corporate cleaning jobs several
times a week.
Applicant 4: Ali Ahmed and Amina Ahmed

Ali and Amina are a young couple expecting their first child. They work in their family retail business.
Their accountant has provided them with documents that show their combined income was about $1,000
per week ($52,000 per annum last year), and a statement that the same level of income will continue this
year. Until now they have lived with their family, but would like to move into their own home.
Part A: Reference checks

For each of the four (4) applicants, list at least two (2) further reference checks you will make to verify the
applicant’s credentials in addition to conducting a tenancy referencing database and a referee check.
(50–100 words)
1. Checking accounts
Landlords commonly request recent bank statements from prospective tenants (usually the
previous three months). Have the applicant's bank statements on hand to have a better idea of their
Page 47 of 95
financial condition.
2. Referral from employer
Inquiring about someone's employment history allows you to determine their reliability and
whether they can afford to pay the rent.
3. Identifying information
The most straightforward approach to verify that the candidates are who they claim to be is to ask
for a photo ID. The most common technique to verify someone's identity is to ask for a driver's
license or passport. If you have a valid driver's license, you can validate their address at the same
time.
4. Referral from a former landlord
Recommendations from past landlords can be pretty helpful when selecting whether or not to rent
to the renter for the first time. An applicant's rental history or landlord contact information can also
be scrutinized. Don't jump to conclusions since there may be valid reasons why these aren't
presented.
5. A license for renting
'Right to rent' checks are required by law for all landlords in England. Everyone who moves in
should be screened, not simply those you suspect of being non-British nationals. To discriminate
based on where someone comes from is against the law.
No
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Part B: Select tenant for property
Assume that your other reference checks return with and no adverse information. On the basis of the
information provided, select one (1) of the above applicants to be the new tenants for the property.
Explain why you believe that they would be the best tenants for this property. (50–100 words)
No
Task 3: Complaint — discrimination claim

Your agency principal has received a verbal complaint from one of the rejected tenants claiming that the
agency discriminated against them because of their race. They are threatening to report you and the
agency to the state Anti-Discrimination Board.
Your principal discusses the complaint with you; and you show him your checklist for processing
applications to demonstrate that each applicant has been treated equitably.
Part A: Application checklist

Insert your checklist template in the box below (you may use table format if you wish) that you used to
check the applications for tenancy. This is what you will show your principal. Ensure your application
checklist covers the five (5) essential areas of processing a tenancy application.
No
Part B: Respond to complaint

Outline the communication and other strategies you would use to respond to the complaint.
(50–100 words)
1. Listen and comprehend
First and foremost, always listen to the customer. They have a question concerning one of your
services. Allow yourself to resist the need to answer in a hurry. Take the time to listen and fully
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comprehend what is bothering them.
2. Empathize
Once you've listened to their concern, immediately sympathize with their position to establish a
link between you and the customer, letting them know you've heard them and are working with
them to remedy the situation.
3. Provide a Solution
Provide a solution to their issue. In this sense, constantly concentrate on what you can achieve
rather than what you cannot. There is always a way out. It may not be precisely what they are
asking for. However, if you focus on what you can do rather than denying them their sought
remedy, you have provided a solution, and having another alternative is frequently sufficient to
correct the situation.
4. Carry out the Solution
Resolve their issue, whether it's with their original intended resolution or a different option you've
proposed
5. Follow-Up
After you've completed the first four steps, make sure to follow up with them to ensure that they're
satisfied with the answer and that you've addressed their concern.
No
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Task 4: Prepare information for selected tenant
Your selected tenants have asked if they can pay the bond with a credit card.
You explain that your agency does not accept credit cards for bonds or rent. You create a Rental Bonds
Online profile for the property and advise them that they can pay their bond online. You note you will hold
a meeting shortly to conduct the rest of the sign-up process.
You then commence preparations for the meeting.
Part A: Documents required

Your tasks are to:
(a) Confirm the amount of bond to be paid for the property.
(b) Calculate how much the tenants need to pay you at the sign-up meeting if the rent is to be paid
fortnightly.
(50–100 words)
a. It's best to pay the bond immediately after you've signed the tenancy agreement and
secured the tenancy. The RTA Bond Lodgement web tool allows the renter or the property
owner/manager to deposit the requested bond money with the RTA.
b. tenancies Rents of $700 or less per week are exempt from the bond requirement. For rents
over $700, the property manager/owner and renter must agree on the bond amount. For
rents over $700, there is no maximum amount that can be charged.
No
Task 5: Complete ingoing condition report

Prepare a Schedule 2: Residential premises condition report for this property.
This should be based on the details provided in the Case study 2 and using hypothetical information where
required. It is important to include good descriptions of property features.
Note: Only the ingoing part of the report is required, not the outgoing report. For this exercise, you are not
required to supply photos with the Condition Report. (Word count not applicable)
No
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Task 6: Complete residential tenancy agreement
Complete the residential tenancy agreement using the information below:
Standard Form Residential Tenancy Agreement
Agreement Date the Tenancy agreement is signed
Landlord David Nimmo — c/o Magnus Real Estate Pty Ltd
Contact details Email: david.nimmo@emails.com.au — Use agency phone number
Address Agency address
Tenant(s) Your selected tenant from Task 4B
Landlords agent details Magnus Real Estate Pty Ltd, t/as Magnus Real Estate
22 Green Street, Towncity
ACN/ABN ACN: 162 745 184 ABN: 21 162 745 184
Phone 06 4222 4222
Term of Agreement 12 Months starting on 26 May 20XX, ending on 25 May 20XX
Residential premises 168 Bourke Road, Towncity 9604
Inclusions Curtains in lounge and bedrooms, stove with oven.
Rent $600 per fortnight commencing on 26 May 20XX
To Magnus Real Estate Pty Ltd, t/as Magnus Real Estate Trust Account
Method of payment State Bank, Towncity BSB: 822-001; Account No: 46223999 by EFT
Reference: BOU168
Rental bond $1,200
Max no. of occupants 2
Urgent repairs ‘The HomeWork Team’ for all emergencies. Dom Vasilis. 0400 111 000
Water usage No — the property is not compliant
Utilities No embedded networks
Smoke alarms Battery operated
Strata by-laws n.a.
Yes — Landlord = agency email: PM1@magnusre.com.au
Giving notices electronically
Tenant = tenants email address
Clause 38 & 39 Cross both out — property not strata titled
Clause 45 There is no pool
Clause 53 No pets permitted
Signatures Leave unsigned
No
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Task 7: Tenant request for alteration to property
A few weeks after moving in, the tenants send you an email asking if they would be allowed to repaint the
lounge room.
(a) Describe the process to present the tenant’s request to the landlord for approval?
(b) What recommendations would you make to the landlord about the repainting and any other
conditions that should be part of this process.
(c) How will you ensure that the painting is completed to a good standard if the tenants are permitted to
complete the work?
(d) How and where will you document and record the conversations and correspondence on this tenant
request?
(100–150 words)
a. To avoid losing your deposit, here are four recommendations on how to talk with your
landlord.
 Ask for permission before you do anything (get in writing)

 Ask who pays for what and why
 Ask for adjustments during the viewing.
 When you go, be clear about whether or not this is temporary and whether or not you will
need to repaint the room.
No
Task 8: Damage to the property — repair request

The new tenants have been living in the property for a several months, and they have called you to inform
you that the timber steps to the front veranda are unsafe when accessing the property through the
front door.
You call Dom from ‘The Homework Team’ who attends the property, and advises the three steps to the
verandah are rotten, and will need replacing. He estimates that the total cost could be $600–$800 for
materials and labour to replace the steps, but will submit a quote.
Part A: Assess repair

(a) Determine whether the repair of the front steps is an urgent repair or not, state your reasons.
(b) How can you ensure the safety of the tenants?
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(50–100 words)
a. The tenants must prove Landlord's negligence as the cause of their injuries and not by any other factor. When
a renter slips and fractures her leg on a recently waxed floor, the Landlord's actions are linked to the harm. In
other cases, the connection is less evident, such as when a soccer player returns home from a difficult game
and trips on a broken stair, blaming his sprained ankle on the Landlord for failing to fix the step. The
Landlord may contend that the tenant's sprain was caused by a physical soccer game, despite the tenant's
assertion that a step caused it.
b. We expect our tenants to pay their rent and provide secure homes. In addition to security against break-ins,
these certain conditions include structural integrity and home maintenance. Your tenants will appreciate it
when you show them that their safety is a priority, regardless of whether or not they are legally required to
have specific safety features. Here are a few ideas for keeping your tenants safe and secure in your rental
property:
1. Proper lighting
2. Secure doors
3. Secure windows
4. Security alarm
5. Remove obstructions from entrances
6. Smoke alarms
7. Structural and appliance maintenance
No
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Part B: Organise repair and verify
In relation to the repair, outline the process you will follow to:
• negotiate with the landlord
• obtain quotes
• organize the repair
• ensure that it has been completed as quoted and to specification.
(100–150 words)
Unless the repair is essential, the renter must receive written approval from the landlord, including
a reimbursement agreement.
This should be requested in writing by the tenant to the landlord, outlining what needs to be
repaired.
Even though repairs have not been done, a tenant should not stop paying the rent.
They will breach their tenancy agreement if they refuse to pay rent, and the tenancy may be
terminated. Options can be found under Resolving property repair, maintenance, or damage issues.
No
Task 9: Change to tenancy agreement

The tenants have been in the property for about six (6) months when you are contacted by one of the
tenants by email. They have advised you that their sister wants to move into the property and occupy the
second bedroom.
Your task is to respond to the tenants, and explain the procedures for an additional tenant.
(100–150 words)
There are several options to prolong the leasing agreement or assign/transfer the tenancy
agreement to new tenants.
Your existing tenant could:
or boarder or lodger (your tenant becomes your subtenant); or co-tenant; sub-tenant
To add a co-tenant or sub-tenant, New South Wales law requires that at least one of the original
tenants stay on the rental agreement, and they must obtain written permission from you, the
landlord, to do so.
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No
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Task 10: Tenancy renewal
In February, nine months into the tenancy, your property management system send an alert that a tenancy
review is due for this property.
You are aware that the landlord’s plans are to knock down the property and redevelop the site. You contact
him to discuss the situation and seek instructions.
He advises you that the Development application (DA) has been approved, and that he wants to commence
work “sometime in June”.
On that basis you confirm that the tenancy is due to end in late May, and that you will confirm the notice is
issued in late April.
Explain the notice period that applies at the end of a fixed term tenancy. (50–100 words)
Earlier this year, Congress passed the Residential Tenancies Amendment Act 2020. All major
amendments will take effect six months after the Royal Assent, which was granted on August 11,
2020, except a few.
Currently, tenants must give 21 days' notice of their intention to cancel a tenancy agreement. In the
future, this will be changed to 28 days instead. If the tenant wants to leave, they don't have to
present a reason for doing so.
No
Task 11: Termination of the tenancy

As scheduled, you call the landlord in mid-April to discuss the termination. He tells you that he plans to
start work in mid-August. He would like the tenants to stay until then if possible, and you agree to a
termination date of 10 August.
Part A: Notice of termination

(a) Prepare a termination notice in accordance with the landlord’s instructions. Ensure that dates are
correct and comply with legislation.
(b) List any other advice you will give to tenants relating to this termination of tenancy.
(50–100 words)
Include the completed PDF document with your Word document.
No
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Part B: Advise the landlord
The day before the tenants is due to vacate, they call you to say that they went to sign the lease for the
property they are moving to, but that they were advised that they could not move in for 3 more days as
painting had been delayed due to the wet weather. They tell you that they know the property is about to
be demolished next week, so they want to stay until their new rental property is ready.
You advise them that you will have no option but to commence tribunal action to have them removed from
the property if they do not vacate as agreed.
You call the landlord to let him know, but he informs you that a few extra days will not matter as the house
is being demolished next week.
(a) Outline the advice you will give your landlord, the options he has and the consequences of allowing
the tenants to stay on.
(b) What would the process be if the tenant does not vacate by the date specified in the termination
notice? Ensure you explain the role of the tribunal in gaining possession.
(50–100 words)
No
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Case study 3
John and Melissa Vardy have asked you to provide an appraisal for their property at 135 Yellow Road, Town
city.
When talking to John Vardy on the phone he mentioned that he was calling you in as your agency has a
high profile in town. You believe that your agency has the largest rent roll in the local area.
Knowing that Yellow Road is a prestigious area, you conduct your research before the meeting.
You establish that it is a 6-year-old, 5-bedroom executive home with district and ocean views, pool, spa,
cabana, extensive outdoor entertainment areas and landscaped formal gardens. The property is on about a
hectare with areas of native forest. There are several outbuildings including a detached workshop with a
studio, 1-bedroom granny flat and a large shed. The Vardy’s purchased the property three (3) years ago.
Your agency has never managed a property like this, so before going to meet the owners at the property,
you discuss the property with the licensee-in-charge, conduct a drive by and do some research into an
approximate rental price (which you estimate at about $1,250 per week).
Currently, the most expensive property you manage is $900 per week. As an agency you have developed a
high profile because you have many main road properties on your rent roll, many of which have higher than
average tenant turnover, and as a consequence, high sign board visibility.
Task 1: Landlord expectations not met

At the property inspection and meeting, the property is even better than you had expected, and you revise
your estimate upwards to a range of $1,325–$1,400 per week.
The owners tell you that they have concerns about the upkeep of the property and want to ensure that the
pool and formal landscaped garden areas are maintained to a high standard. They say they would want
their managing agent to arrange and monitor trades and to provide feedback to them regularly. They give
you the names of their pool company and gardener. Neither of these are on your list of agency contractors,
nor have you any experience of working with them previously.
During the discussions, Mrs Vardy says that they expect the tenants to be similar people to themselves —
that is, above average income professionals, preferably with older children (definitely no toddlers or
babies).
You also establish that they have other investment property in other locations, but the biggest complaint
they have is that they never hear from their property managers and are constantly chasing them up.
This property would be an important addition to your portfolio, and you are very keen to secure this listing,
and as you leave, you tell them that you will write to them to confirm your appraisal and their instructions.
The following Monday you receive an email from John Vardy advising you they will be appointing a
different agent to manage their property.
You are disappointed and want to follow up with the owners to establish why you might have lost
the listing.
Your agency’s licensee-in-charge has asked you to provide a brief report outlining why the agency has
missed out on this listing and to outline how the agency can secure future listings in that price range.
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You decide to script a few questions to ask the owner to establish why the agency failed to meet their
expectations.
(a) List three (3) questions you should ask the owners about their decision to list with another agent.
(b) Provide a report for the licensee-in-charge with some recommended actions to prevent a
re-occurrence and help attract high value rentals to your portfolio.
(100–150 words)
a.
1. What do you know about the agents you’ve chosen to interview?

2. When are you looking to select your agent by?
3. Is there anything you don’t want in terms of your relationship and dealings with your
agent/agency?
b.
No
Task 2: Promote property management products and services

As a result of your report to the licensee-in-charge, you have been asked to review how the property
management department attracts new clients, and devise a new marketing strategy for the department to
maintain the existing client base and win more business by attracting new clients.
Note: For the purpose of the task, you should base your responses on your own research of property
management departments, or if you are working in industry, on your current property management
department.
Part A: Analyze the property management business

Write a short report that analyses the following aspects of the property management department.
Note: Include 1–2 short paragraphs for each point listed.
(a) Relationships and communications with the sales and other agency departments, including any gaps.
(b) Client care/loyalty activities and standards
(c) How feedback (positive and negative) received from existing landlords has been used for continuous
improvement
(d) Communications with existing landlords
(e) Promotional materials and media channels used by the agency
(f) Existing market served by the department:
(i) Types of properties managed by the agency versus area housing types
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(ii) Rent range at agency versus rent range in the area
(iii) Types of clients (e.g., Mum & Dad investors/professional investors etc.)
(iv) Demographics of existing agency clients versus the local area.
(300–350 words)
Due to a separate department tasked with managing communication with you, as a working
agency, we must focus on our communication. Example: If You Want To Add Something To Your
Property Terms And Conditions Or If You Want To Change Your Tenant Or If You Disagree With
Some Of Our Services. We have a commodification on our platform, as well as our social media
presence, and we're planning a bunch of events and updates that you'll get on our social media
platform. We also have an open channel communication on WhatsApp, so if we have any special
offers or something better to share with you, we can do so on this platform.
We want to thank you for choosing us. If we receive a good review, it means that our customer
expects better service from us, so we must work hard to make sure that no client is left behind
without communication or feeling out of this family. Therefore, we are arranging several events
where we can directly communicate, or you can meet, and Our Customers can share.
That kind of activity helps us generate new clients, and we're focusing on referrals and using social
media platforms to reach new customers. Our team is also working on getting a good deal, and we
can filter data that'll help you get a good response from the market and mana.
No
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Part B: Target market for development
(a) Identify two (2) potential target markets (new or existing) that have potential for growth and would
add value to the rent roll in your current or hypothetical property management department.
These could be potential clients in new areas, or owners of specific types or styles of property.
(b) Consider the demographics of your potential new clients/area and develop a client profile.
(c) Explain how attracting these clients will benefit the agency and the rent roll.
(d) Of the two target markets chosen, identify which would be your priority for development and briefly
explain why.
(100–150 words)
a. A few options and ideas for retailers that are likely to be interested in your area have been
listed below.
 Renting out shopping centres
 Renting out a standalone store
 Selling in Shopping Centers
 In the retail property management industry,
 Strategies for improving the tenant mix
 Retail Projects that Renovate and Re-Lease
All of them are niche markets. It's inevitable that leasing and sales, especially leasing and property
management, will cross paths. All of the questions you need to ask yourself about the industry
revolve around 'growth' somehow.
b. There are several ways to think about profiling and segmentation:

1. Demographic
As the concrete features of a customer, demographics is a valuable tool for understanding

consumer behaviour. These characteristics (and more) are included in the demographics
 Age
 Gender
 Job Title
 Salary
 Education Level
 Family Situation; etc.
2. Psychographic
Only psychographics can help us better understand how people make purchasing decisions when
they make them and why. A customer's attitudes and psychological make-up may be affected by
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these elements.
 Lifestyle
 Goals
 Pains
 Habits
 Values
 Interests
 Behavioural
In contrast to psychographics, behavioural segments examine how certain psychological qualities

manifest in action. There are several ways you can do this.
 Engagement
 Purchase-Readiness
 History of Purchases
 Use of the Product
 Satisfaction
 Account loyalty
c. Effective Marketing Strategies for Property Managers to Grow Your Rent Roll
 Conduct market research continuously
 Listen in to conversations on social media
 Understand your different types of clients
 Create a marketing strategy for your agency
 Regularly publish case studies that you can show to potential clients
 Have some infographics designed around your stats and results
 Create a well-established social media presence
 Publish articles on LinkedIn
 Utilise social media ads
 Build a following on YouTube
 Focus on your property listing descriptions
 Make excellent photography for listings a priority
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 Utilise video in your listings
 Don’t forget about staging your properties for inspections
 Advertise your business on Google
 Maintain a blog which publishes interesting articles about investing, managing

rental properties, the local areas, market trends and more
 Conduct landlord profiles and interviews on your website or blog
 Host webinars to pull landlords in to learn about property management
 Create visual content and seed it on other property blogs, social channels and
Pinterest
d. There's a high demand for retail ventures and rental housing properties because
they're both booming and precious. The second reason is that it's easy to locate a
target market and convert them into customers.
No
Part C: Develop and document strategies

Develop strategies that will help the agency to:
(a) optimize communication between departments to improve property management business
(b) co-ordinate products and services offered by the different departments (how can the departments
work more closely to grow referral opportunities between teams)
(c) develop customer loyalty within existing and new client groups.
(150–200 words)
a. Communication is generally the first thing to suffer when a property manager has daily
pulled in so many different ways. Keeping all the balls in the air and not missing anything
can be a challenge when you have to answer incoming calls and texts, read and respond to
emails, and schedule appointments with clients, tenants, vendors, and more.
Your property management company may reduce the dangers associated with
disinformation, eliminate confusion and redundancy, increase service levels, and improve
internal operations by prioritizing open, continual communication.
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b. Collaboration amongst all of your teams is crucial to achieving excellent achievements as a
group. Working as a team will help you produce more money and lead generation.
 Organize team-building activities for your employees to take part in.

 Incentivize teamwork by giving them a bonus.
 Request feedback.
 Your turn.
c. Customer loyalty occurs when a company receives repeat business from its customers.
Customers will stick with you if you deliver outstanding value in your product or service
and the customer experience is constantly positive.
Ways to build customer loyalty:
 Communicate your values
 Provide exceptional customer service
 Activate loyalists to help spread the word
 Show your appreciation with a loyalty program
 Connect in a deeper way
 Ask for feedback
 Continually improve
No
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Part D: Develop resources to implement strategy
In relation to the campaign, you outlined in Part C:
(a) Provide an outline of the promotional material you would need to develop for your campaign
(e.g., brochures/flyers etc.)
(b) Explain how you will ensure and conform that these materials will promote a professional and ethical
agency image to potential clients
(c) Explain the advertising/marketing media channels you might use
(100–150 words)
1. Using television and YouTube for video advertising
A TV program mixes audio and visual elements. Using this advertising method, you're creating a
multi-sensory experience that demonstrates to visitors how valuable your product is. Someone's
house becomes the touchpoint when a commercial is played on their television. Consequently, it is
a more private media. There are several ways to personalize the experience of watching television.
2. Podcasts and Radio
Most autos have radios, and 95% of residences have radios. Radio is listened to by 93 percent of
American people every week. Ninety-seven percent of Gen Xers and 95 percent of Millennials are
included in this group. Compared to television, radio is also a more cost-effective medium,
especially when it comes to music. Advertisers may reach out to consumers regularly without
spending all of their advertising money on expensive ads.
3. Newspapers
A newspaper is a print medium that has been used for advertising since the dawn of time.
Advertising in weekly gazettes began in Italy, Germany, and the Netherlands as literacy rates rose
in the 16th century. Around $15.9 billion in advertising dollars are spent in the U.S. every year,
almost 500 years after the first published newspaper.
4. Magazines are a great way to keep (Print & Digital)
magazine allows marketers to target relevant consumers without wasting money quickly. In
general, your audience is more interested in your advertising, and they're used to it. An additional
benefit is that magazine ads can be more credible because of the magazines' strong brand.
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5. Social Networking
It is one of the newest avenues that media planners can use. Initially, digital banner ads and
social media commercials emerged in 2006, when the first social media ad was placed on
Facebook. It took less than a decade for social media advertisements to become the standard.
Social media sites make most of their money nowadays by attracting new users and then
targeting them with available user data.
No
Part E: Implement and review strategy

Explain how you would do the following:
(a) Initiate communication with the target markets and clients identified in Task 3B — how will you
reach that target market?
(b) Implement the client care and loyalty strategies developed in Task 3C.
(c) Set measures for success of the strategies.
(d) Adjust the strategies based on contingencies and the outcomes and reviews.
(100–150 words)
a. Managing the assets of owners is your first concern as a property manager. Your firm will
be set up for long-term success when you establish a relationship with its owners. It will
also help you build an excellent company reputation. To reach out to the property owners
in your neighborhood, try these five methods.
1. Identify a Target Audience
2. Connect with Property Owners through Well-Optimized SEO
3. Communicate through Business Blogging
4. Attract Your Ideal Audience through Networking
5. Stay in Touch Using Online Portals
b. Ways to build customer loyalty:
 Communicate your values.
 Provide exceptional customer service.
 Activate loyalists to help spread the word.
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 Show your appreciation with a loyalty program.
 Connect in a deeper way.
 Ask for feedback.
 Continually improve.
c.
1. Carefully choose your metrics.
The KPIs you will track should be included in the action plan you create to support your company
strategy. Milestones and quantitative performance measurements can be used to organize them.
2. Relationship with strategic goals.
In addition to profit, revenue, and cash flow measures, there will be others that are purely
financial. You’re marketing and sales goals, operational efficiencies, team member safety, or
environmental impact may also be tracked.
3. Simple is best.
Make sure your team isn't overburdened with too many KPIs to track. Maximum of four per
department. Training your employees on metrics tracking is also vital. Your strategic plan may not
be carried out as planned if your employees aren't adequately prepared.
4. Retain current information
Incorporate the most recent data into your metrics, which should be reported immediately inside
your firm. As a result, they can provide feedback on your efforts and serve as an early warning
system for potential issues before they become serious.
d. It's a backup plan for when a firm veers off track from one or more of its expected results.
An organization's strategy for dealing with unfavorable situations includes contingency
planning.
No
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Case study 4
You have recently been promoted to property manager, and have taken over a portfolio of properties that
were transferred to your agency a few months ago, including 72 Oxley Street, Town city. The owner of the
property, Janine Hoffman, lives in Europe.
The current tenants, Peter and Sally Smith have been living in the property for the last three (3) years,
and are in a fixed term lease paying $550 per week.
The records you have received from the previous managing agent are incomplete. There are only three (3),
very brief, periodic inspection reports, copies of the current and two (2) previous tenancy agreements,
but no ingoing condition report or paperwork relating to the tenant’s application or selection.
You have signed a new management agency agreement with the landlord as required. The previous agency
has not responded to calls or emails about missing records and your agency principal tells you that they
have shut down permanently as the licensee’s real estate licence was revoked due to trust account
‘irregularities’.
You arrange a periodic inspection so that you can introduce yourself to the tenants and get acquainted with
the property. The lease renewal is due in four (4) months’ times, so this is a perfect time to start the
decision-making process about a lease renewal.
The property is a large 4-bedroom 1960’s house with two bathrooms upstairs as well as a lounge area.
Downstairs are a lounge, dining room, a separate family room, another room (used by the current tenants
as a kid’s playroom) and a powder room with a shower. Situated on a 600m 2 block, the property has a
double garage with storage areas. Outside is a large partly covered patio adjacent to the pool. There are
reverse cycle air-conditioning units in the living areas, and the master bedroom.
The tenants appear to be taking good care of the property. As you have no ingoing report it is difficult to
judge the original condition so you decide to treat this periodic inspection as an ingoing report to record in
which you received the property.
While this is a solidly built double brick house, inside it is dated and tired. The interior needs repainting,
the bathrooms and kitchen need updating. Downstairs is tiled throughout, and in serviceable condition,
although rather outdated. The carpets upstairs look as if they should have been replaced a few years ago.
Outside, the paint on the gutters and fascia is peeling, and the picket fence along the front boundary is
missing palings and looks old and shabby. The shrubs and trees need lopping; and they are above a safe
working height for a tenant to be responsible for pruning.
You have been emailing the landlord about the condition of the property. She tells you that in the 10 years
she has never had a conversation about refurbishments or renewals, she has only approved reactive
maintenance and repairs.
You know that due to the condition of the property the rent is below that which is achievable. Your opinion
is that you could potentially achieve $150 per week more for the property if it were brought up to a similar
standard to other similar refurbished properties in the area.
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Task 1: Prepare maintenance plan
(a) You agree with the landlord to put together a short maintenance plan for the property looking
forward over the next five (5) years. In your maintenance plan, make suggestions for some
immediate improvements that could increase the rent for this property.
(b) Identify a minimum of two (2) sources of information on the internet you could refer to that relate to
cyclic(al) maintenance of residential property.
(100–150 words)
a.
1. Kitchen Renovations
Cooktop, refrigerator, dishwasher and microwave finishes should be coordinated to provide a more
coherent design. In the long run, increasing the kitchen's functioning will pay off for renters.
2. Renovating the Bathroom
The importance of remodeling your rental's bathroom is due to the fact that many potential tenants
look for an updated bathroom. To begin with, replacing the toilet seat (or the entire toilet, if
necessary) and updating the faucet and cabinet hardware are some of the easiest improvements to
do.
3. Revisit Curb Appeal
Your building's outside is the first thing your possible renters will see, so make an excellent first
impression of your exterior. Try to make the front lawn low-maintenance so that neither you nor
the tenant has to spend a lot of time on it. Replace or refinish the front door for an eye-catching
upgrade.
4. Fixes that can be done with a bit of paint
Please stay away from bright colors on the walls so that prospective tenants can work with them as
a blank canvas instead. Alternatively, you may offer to paint a room or an accent wall in the color
of the renter's choice.
5. Create an open floor plan.
Break down some walls if you have the time and resources. Rentals with open floor plans tend to
be larger and brighter. As well as making the interior feel more extensive and more colorful,
adding extra windows will also help open up the space.
6. Amenities that are in demand
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You have a rental property that stands out from the rest. What tenants want will help you fill
vacancies and offer you the option to boost the rent.
 Every little detail that makes life easier for a tenant will be recognized. Stainless steel
equipment will give your kitchen a sleek, modern appearance.
 Tenants are also interested in the home's ability to serve as a place to store things. Assist
them with keeping their stuff in a manner that is convenient for them.
 It's a tremendous plus to have central air conditioning. If tenants can avoid the oppressive
heat throughout the summer, they will take advantage of it.
 Having a driveway or carport, especially in a busy neighborhood, might help entice a
potential renter to rent your home out. As a result of the harsh winters, covered parking
spaces are in high demand.
 When the weather is great, provide a patio or balcony where you may relax and enjoy the
outdoors.
 Animal-friendly fence: Agadoni notes that since 75% of her tenants have dogs, adding a
bar is always worth it.
 77% of renters won't consider renting an apartment without a washer and dryer.
b.
1. https://www.wandle.com/cyclical-and-planned-maintenance/#:~:text=Cyclical
%20maintenance%20is%20work%20to,e.g.%20stairwells%20and%20entrance%20halls
2. https://elderpark.org/wp-content/uploads/2019/10/M-3-PLANNED-CYCLICAL-MTCE-
SEPT-2022.pdf
No
Task 2: Provide tenant Termination notice

Two weeks after you submit your proposals, the landlord responds to your maintenance plan. As a result,
you agree to terminate the current tenancy at the end of the current fixed term to enable some
refurbishments to be undertaken.
(a) Prepare a termination notice to provide to the tenant. Ensure you include the correct reason for the
notice, and notice period from today’s date, 10 August 20XX. The fixed term expires on
30 September 20XX.
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(b) Provide the link to the NSW Fair Trading website page with information about ending a tenancy.
(50–100 words)
a. Attached with assignment.
b. https://www.fairtrading.nsw.gov.au/housing-and-property/renting/ending-a-tenancy
No
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Task 3: Manage property condition
The landlord asks you to organise three (3) quotes each for the following tasks:
• painting inside and out
• front fence repair
• cutting back all the shrubs
• new carpets upstairs.
Landlord requires that work must start as soon as the tenant vacates, to minimis the vacant period, and has
given you a budget for the four (4) jobs, based on the quotes received.
Outline a process list of what you will undertake to:
(a) select tradespeople to quote for the jobs that are required
(b) brief tradespeople on the scope of works required and timelines
(c) arrange access for the tradespeople to attend the property to be able to quote
(d) report to the landlord including making recommendations on which tradespeople to choose and
gaining approval for the expenditure
(e) ensure that there will be sufficient funds in the client’s trust account to cover the cost of the work
(f) document this project.
(100–150 words)
No
Task 4: Issue work orders

The landlord has agreed to your recommendations and quotes, and you issue work orders to the selected
tradespeople to complete the work commencing a few days after the final inspection.
(a) Describe how you would monitor the tradespeople to ensure that the work is completed as planned
and within budget and documented.
(b) Describe how would you advise the landlord of successful completion of the maintenance?
(50–100 words)
a.
 observing the construction activity and determining its level of completion, if
applicable.
 Determine whether the bank's understanding of the GC Contract is generally accurate.
 Ascertain whether materials and artistry are up to snuff.
 Verify that the construction financing agreement is being followed.
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 Verify that the contractor's payment request is complete.
 Report construction changes, such as possible or pending change orders.
 Determine the status of stored goods and, if requested by the client, off-site materials.
 Assess the construction schedule's conformity.
 Use qualified construction inspectors, architects, and engineers to verify quality control
measures.
 Determine if there is enough labour on-site and resolve any potential work hindrances
or stoppages that may occur.
 Review remaining finances and make recommendations if necessary if you're asked to
do so.
 The lien release must be current on all significant contract applications for paying bills.
b. The property manager will notify the owner by letter, mail, or phone when the project is
completed.
No
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Task 5: Breach of tenancy agreement
New tenants James and Heather Barnes a family with three (3) young children entered into a 12-month
tenancy agreement at $680 per week commencing from 18 October 20XX. The tenants, the Barneses have
now occupied this property for almost six (6) months, and your second periodic inspection is due. In
accordance with legislation, you provide the tenants with notice of the inspection.
On the day of the periodic inspection, you arrive to be greeted at the door by an elderly gentleman.
He explains that he has moved in to live with his daughter and family for the foreseeable future. He has
sold his property and is looking for a ground floor retirement village unit in Town city area. He is occupying
one of the ground-floor living rooms as his bedroom.
However, you notice that the glazed door to what is now his bedroom has been replaced with a solid door
that does not match the frame of the other doors. You are told that the original glazed door is in the
garage.
(a) Outline the breaches in this situation.
(b) What would you recommend to the landlord?
(c) Outline a process for resolving the breaches with tenant, including how would you document this
scenario?
(d) Provide the link to the NSW Fair Trading website page with information about making changes to a
rental property.
(150–200 words)
No
Task 6: Tenancy Renewal

After nine months, your property management system notifies you that the tenancy for 72 Oxley Street,
Town city is due for renewal in three months’ time.
(a) Outline the steps that you would take (in correct order) to implement this renewal, including how
you would communicate with both the landlord and tenant.
(b) List the documentation that would be required for this renewal.
(150–200 words)
No
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Task 7: Rent review
The result of your discussions with the landlord from Task 7 are that she has given instructions to increase
the rent from $680 to $720 per week and sign a new 12-month tenancy agreement.
The tenants feel the increase is too high in the current economic climate.
Part A: Notice of Rent Increase

(a) What notice needs to be provided to the tenant?
(b) What are their options to dispute the rent increase?
(c) Complete a notice of rent increase to submit to the tenant and attach to this assessment as an
appendix.
(d) Provide the link to the NSW Fair Trading website page with information about rent increases.
(100–150 words)
a. In this way, a renter can decide whether to pay a higher rent or move. It is recommended
that a landlord notify tenants 30 days before an increase of up to 10%. For increases of
more than 10%, the landlord must notify the tenant 60 days in advance of the increase
taking effect.
The following are some examples of leasing agreements:

 The right to occupy.
 If you're in charge of maintenance to your property,
 rent,
 And much more.
b. In addition to attorneys, we should strive to avoid wasting the courts' time by getting them
involved in minor landlord-tenant conflicts, as they should be looking at significant
offenses such as murder, robbery, and so on.
c. Attached with assignment
d. https://www.fairtrading.nsw.gov.au/housing-and-property/renting/during-a-tenancy/rent
No
Part B: Rent increase dispute

Explain the consequences to the landlord if she insists on proceeding with the large increase, and propose a
solution. (100 words)
To match market rates, pay for property maintenance or renovations, or accommodate tax hikes,
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landlords may elect to raise their rental fees. The rental market, like most businesses, responds to
economic trends, causing owners to charge more or less rent based on their region's economic
conditions.
Here's what you should do if your rent goes up:

 Request a period to consider it
 Try to negotiate in a reasonable way
 Ask for a longer-term fixed-term contract.
No
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Part C: Tenant gives notice to terminate
As a result of your negotiations the landlord and tenant both reluctantly agreed to a rent increase to
$700 per week and signed a new 12-month tenancy agreement.
Six months into the new tenancy agreement you receive a notice of termination from the tenants giving
you 28 days’ notice of their intention to vacate the property, stating that they have purchased a property in
the local area.
Their fixed term lease does not terminate for another six (6) months (22 weeks).
List the key points you would include in your response to the tenants about their notice. Consider the terms
of the agreement and the consequences of breaking a fixed term tenancy agreement in your response.
Ensure you cover the below:
• Explain the break fee responsibilities to the tenant.
• Agree a date with the tenants for the final inspection and document everything.
• Provide the link to the NSW Fair Trading website page with information about breaking a lease.
Note: Ensure you advise the landlord about the vacate notice, and seek their advice about reletting.
(150–200 words)
No
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Part D: Breach at vacate
The tenants vacated the property on the agreed date, and returned one set of keys to your office when you
were out. There are two (2) sets of keys missing.
You call the tenant to confirm the final inspection for tomorrow. They reply stating that they are not going
to attend and to go ahead with the inspection, and tell you that the other keys are ‘at the house’.
The following day you conduct your final inspection.
The property has been cleaned and presented in a good standard, corresponding to the ingoing condition
report. However, the original glazed door to the downstairs living room has not been replaced.
You find all the other sets of keys in the kitchen of the property, but you are still missing the second garage
remote control.
(a) Document the process you will follow to negotiate with the tenant to rectify the breaches, claim the
cost of the garage remote and the break lease fee (which has not been paid) from the bond and
authorize release of the balance of their bond (if any).
You will need to consider the ownership of the door being removed.
(b) Provide the link to the NSW Fair Trading website page with information about ending a tenancy.
(100–150 words)
https://www.fairtrading.nsw.gov.au/housing-and-property/renting/ending-a-tenancy
No
Part E: Implement process to re-let property

The issues with the bond have been settled and now you must re-let this property.
List the actions you will take in order, up to the point of commencing showing prospective tenants through
the property. (50–100 words)
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No
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Part 3: Individual questions
Legislation and Compliance
Question 1a
(a) Name the title of the Real Estate Legislation applicable in NSW that regulates the relationship
between the landlord and the agent.
State the name of the Act as well as any Regulations to this Act.
(b) In your own words, describe the purpose of the Act.
(50 words)
a. Property and Stock Agents Regulation 2014 (NSW) Real Property Act 1900 (NSW) Real
Property Regulation 2019. Residential Tenancies Act 2010 (NSW)
b.
1. The Property and Stock Agents Regulation 2014 (NSW) governs the conduct of real estate
and stock agents in New South Wales. An Act to regulate property and stock agents,
abolish the Property, Stock, and Business Agents Act of 1941, and for other purposes.
2. The Real Property Act of 1900 is the pinnacle of legislative safeguards protecting private
property in the form of land ownership.
3. Residential Tenancies Act 2010 (NSW): An Act relating to landlord and tenant rights and
obligations, rentals, rental bonds, and other matters relating to residential tenancy
agreements; and for other purposes. The Residential Tenancies Act 2010 is the name of this
Act. This Act takes effect on the day or days designated by the proclamation.
Assessor feedback Resubmission required?
No
Question 1b
(a) Name the title of the Real Estate Legislation applicable in NSW that regulates residential tenancy
matters and the relationship between the landlord (or agent) and a tenant.
State the name of the Act as well as any Regulations to this Act.
(b) In your own words, describe the purpose of the Act.
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(50–100 words)
a. For the most part, housing tenants in New South Wales are governed by the Residential
Tenancies act 2010 (the Act). Landlord-tenant rights and obligations are laid out in the Act
and regulations.
b. Act dealing with the rights and obligations of landlords and tenants, rentals, rental bonds,
and other matters connected to residential tenancy agreements; and for other purposes.
These laws are known as the Residential Tenancies Act 2010.
No
Question 1c
(a) Name the statutory body that administers the Acts and Regulations identified in Questions 1a
and 1b.
(b) Research the website of this statutory body, summaries their role in consumer protection.
(150–250 words)
a. The RTA is the statutory authority that administers the Residential Tenancies and
Rooming Accommodation Act 2008 and the Residential Tenancies and Rooming
Accommodation Regulation 2009.
b. Queensland's Residential Tenancies Act sets forth the rights and obligations of tenants,
property managers, landlords, and managers of caravan parks involved in residential
renting. Tenancy agreements are defined as what can and cannot be done, how to handle
difficulties that arise during the tenancy, and what may be done if one of the parties to a
lease violates specific legal provisions.
Other rights and obligations are laid forth in the act for rooming-style lodging such as
boarding houses and assisted housing for students off-campus, as well as licensed and
employer-provided housing for employees. When a rooming house is rented out, the
inhabitants share the common areas outside of the room.
No
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Question 1d
Within your state’s legislation, where can you locate the agent rules of conduct that apply to those agents
working in:
(i) real estate in general
(ii) property management specifically.
Ensure you name the legislation and the section of the legislation that covers the conduct standards.
(50 words)
a. According to the Estate Agents (Professional Conduct) Regulations 2018, agents and agents' representatives
must adhere to a specific code of conduct in their daily dealings with client (buyers and sellers) as well as
customers (buyers and tenants).
These obligations are in addition to those imposed by law, such as:
 Estate Agents Act 1980

 Sale of Land Act 1962
 Residential Tenancies Act 1997
 Retail Leases Act 2003
 Australian Consumer Law and Fair-Trading Act 2012.
b. Managing residential or commercial properties is a form of property management. Every aspect of owning
and managing an investment property is included in this. Everything from the moment you buy the property
until you decide to sell it is included.
Privacy Code of Practice (General) 2003. Property and Stock Agents Act 2002 No

66. Property and Stock Agents Regulation 2014 (NSW) Real Property Act 1900 (NSW)
No
Privacy
Visit the tenancy pages on the following websites:
• The Office of the Australian Information Commissioner, the national regulator for privacy in Australia at:
<www.oaic.gov.au/privacy/your-privacy-rights/tenancy>.
• The Australian Privacy principles at: <www.oaic.gov.au/privacy/australian-privacy-principles>.
Question 2a
Use the information on these pages to provide a summary of how the privacy principles affect data
collection and it’s use within property management. (100–150 words)
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The Privacy Act of 1988 regulates how numerous private sector organizations, including the real
estate industry, can acquire, use, secure, and disclose personal information. The new provisions
allow consumers to access previously inaccessible information stored by private sector
organizations, such as financial information and customer records, for the first time.
An organization must take reasonable steps to notify individuals that it is collecting personal
information about them, the purposes for which it is being collected, and to whom it may disclose
the information. There are some limitations on what an organization can do with the personal
information it gathers and when it can reveal or transfer personal information overseas.
Except in limited circumstances, individuals have the right to request access to personal
information held by an organization about them and to have that information updated or annotated
if it is erroneous, out-of-date, or incomplete. Individuals can also file a complaint if they believe
their data is being misused.
The Real Estate Institute of Australia has provided members with material to help them understand
their rights and obligations under the Act.
No
Question 2b
List three (3) actions that you could take to ensure or improve compliance with privacy and confidentiality
legislation in an agency, relating to tenant and landlord information. (50 words)
After you've created a policy, you can design a procedure for dealing with complaints. A protocol
ensures that complaints are handled consistently. All of your employees should be able to
understand and follow the method.
The following steps could be included in your procedure.
1 - Pay attention to the complaint
Thank the consumer for alerting you to the problem. Apologize and accept responsibility; don't
blame others, and be nice.
2 - Keep a record of the complaint's specifics.
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Examine the complaint thoroughly to determine the specific nature of the problem. Keep track of
all complaints in a single location or register. This will assist you in identifying any trends or
difficulties.
3 - Gather all of the facts
Check that you have correctly understood and recorded the details of the complaint. If necessary,
ask questions.
4 - Discuss possible solutions to the problem.
Inquire with the consumer what kind of answer they want; it could be a repair, replacement,
refund, or apology. Determine whether the request is reasonable.
5 - Take action fast.
Attempt to resolve the complaint as soon as possible. They tend to escalate if you take your time.
6 - Keep your commitments.
Keep the customer updated on any delays in processing their request. Don't make promises that
you can't keep.
7 - Keep in touch
Inquire with the customer to see if they were satisfied with how their complaint was handled.
Inform them of your plans to avoid the situation in the future.
No
Anti-discrimination
Visit the Anti-Discrimination Board of NSW website at:
<www.antidiscrimination.justice.nsw.gov.au/Pages/adb1_antidiscriminationlaw/adb1_about-
discrimination.aspx>.
Question 3a
Prepare a list of six (6) different types of discrimination that are identified in the New South Wales
Anti-Discrimination Act 1977. (50 words)
Discrimination in employment, public education, supply of products and services, and other
services such as banking, health care, property, and nightclubs are prohibited by the New South
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Wales Anti-Discrimination Act 1977.
Illegal racial and sexual discrimination is prohibited under specific conditions, and equal
opportunity is promoted for all people.
Among the sorts of discrimination covered by the law are:
 Sex (including breastfeeding, pregnancy and sexual harassment)

 Disability (including past, present or future disability and also includes actual or perceived
HIV status)
 Race (including ethno-religion)
 Homosexuality (actual or perceived)
 Marital or domestic status
 Age (present or future)
 Transgender (including transsexuality)
 Responsibilities of the caregiver (but only within employment)
No
Question 3b
Provide an example each of ‘direct’ and ‘indirect discrimination’ that could occur in property management.
(50 words)
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Direct discrimination
For example, the landlord of a rental property refuses to allow an Asian family to live there.
To rent a house in Australia, a Polish couple is required to offer a guarantor and a double deposit,
but applicants are not required to do so.
Indirect discrimination
All candidates must attend an interview by the housing authority; however, refusing an interview
to a Nigerian applicant because he does not understand English could be indirect discrimination.
Only renting to a family could constitute indirect discrimination against the landlord, especially
when the landlord knows that substantial numbers of single immigrant workers in the community
may apply to rent the home. Landlord's decision will not be seen as discriminatory if he can justify
it rationally. Landlords who rent their houses out as Houses in Multiple Occupations must pay a
registration fee and may be forced into costly renovations if they rent them out to a group of single
persons.
No
Material fact
Question 4
(a) List three (3) material facts about a rental property that would significantly affect a tenant’s decision
to rent that property.
(b) Outline the consequences for failure by the agent to disclose a material fact.
(50–100 words)
a. The rental market is ever-changing. Various elements influence the pricing of every rental
property.
1. Location
This is the most important factor influencing rental rates for investment properties and real estate
in general. The location of a property will immediately create a baseline rental rate, overall
demand, and your target market.
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2. Number of Bedrooms
Rents will generally be proportional to the number of bedrooms available in each rental unit. This
means that, in most cases, a similar one-bedroom will lease for less than a two-bedroom in the
same market. For example, a two-bedroom apartment will cost less to rent than a three-bedroom
one, and so on.
3. Appliances and Other Amenities
Each rental market and submarket will have baseline tenant expectations for what is normally
included in rent or the market's tenant preferences.
4. Allowing Pets
Pet ownership is on the rise, and a sizable section of the renter population already has pets.
According to estimates, approximately half of all renters have pets.
b. In a lawsuit over concealed significant facts, damages might range from punitive (the
monetary award is meant to punish the seller and agent) to compensatory (the seller and
agent must reimburse the buyer for the expense of rectifying the issue).
When a seller fails to disclose a substantial fact, they may be liable for nondisclosure
since their behaviour represents that the facts they have failed to disclose do not exist.
No
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Complaints management
Question 5
Agencies have an obligation under the Supervision Guidelines Section 32: Property and Stock Agents Act to
have a complaints policy.
Suggest six (6) strategies that could be used to effectively handle complaints and included in a complaints
policy. (50–100 words)
After you've created a policy, you can design a procedure for dealing with complaints. A protocol
ensures that complaints are handled consistently. All of your employees should be able to
understand and follow the method.
The following steps could be included in your procedure.
1 - Pay attention to the complaint
Thank the consumer for alerting you to the problem. Apologize and accept responsibility; don't
blame others, and be nice.
2 - Keep a record of the complaint's specifics.
Examine the complaint thoroughly to determine the specific nature of the problem. Keep track of
all complaints in a single location or register. This will assist you in identifying any trends or
difficulties.
3 - Gather all of the facts
Check that you have correctly understood and recorded the details of the complaint. If necessary,
ask questions.
4 - Discuss possible solutions to the problem.
Inquire with the consumer what kind of answer they want; it could be a repair, replacement,
refund, or apology. Determine whether the request is reasonable.
5 - Take action fast.
Attempt to resolve the complaint as soon as possible. They tend to escalate if you take your time.
6 - Keep your commitments.
Keep the customer updated on any delays in processing their request. Don't make promises that
you can't keep.
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7 - Keep in touch
Inquire with the customer to see if they were satisfied with how their complaint was handled.
Inform them of your plans to avoid the situation in the future.
No
Records management
Question 6a
Agencies have a responsibility to maintain records and information relating to the properties that they
manage.
Make a list of six (6) documents or other types of records (paper or electronic), relating to management
that should be kept on file. (50–100 words)
There are six (6) foundational elements portrayed in the image:
1. Inventory and classification of records
2. Retention scheduling
• three core needs: legal, fiscal, and administrative
• three subsidiary needs: evidentiary, historical, and informative
3. Document Storage and Conversion
4. Vital Records Management Program
5. Disaster Preparedness and Recovery Planning
6. Disposition
Question 6b
Undertake research into records management systems and list the key features that would be used by a
property management department of a real estate agency. (50–100 words)
There are many online resources including the following:
• <https://en.wikipedia.org/wiki/Records_management>
• <www.records.nsw.gov.au/recordkeeping/records-systems-characteristics-functions>
• <www.vic.gov.au/manage-online-records>
• <www.techopedia.com/definition/30667/records-management-system-rms>.
1. High-quality tenants
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Good property management companies have a reliable and verified screening process that helps
them select tenants who will:
 Rent long-term
 Pay rent on time
 Minimize the wear and tear of the property
 Cause fewer problems
2. Less legal problems
Each Australian state will have their own laws that can affect a landlord. Additionally, you also
have the federal law that will cover the following aspects:
 Screening tenants
 Property conditions and safety
 Tenant evictions
 Unit inspections
 Signing and terminating leases
 Collecting and handling rent and security deposits
3. Shorter periods of vacancy
A professional property manager will help you handle the following tasks that prevent your
properties from staying vacant for too long:
 Prepare the properties for rent

 Determine the optimal rent rate
 Marketing your property effectively
4. Long-term tenants
5. More efficient rent collection
6. Lower repair and maintenance costs
7. Increase and maintain the value of your rental property
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Question 6c
List three (3) reasons for maintaining accurate property management records. (50 words)
To be successful in business, you must keep records of everything. Your firm relies heavily on
accurate records. Record-keeping is essential for several reasons.
 Keeping tabs on your business's progress

 Organize your financial records
 Keep track of your deductible spending
 Your basis in real estate should be kept up to date
 Organize your tax information.
 Your tax returns need to be backed up with things.
No
Communication skills
Question 7
Explain why effective communication skills are so important when leasing and managing property.
(50–100 words)
Successful relationships depend on open, honest, and effective communication. The importance of
communication in the property management industry cannot be overstated.
For any investment property, the connection between the landlord and the property manager is
crucial. As a business owner, you've likely invested a lot of money and made some sacrifices to
attain your financial objectives. When you're done, you give over the reins to a third-party manager.
Our team understands that this is a critical decision for you to make.
No
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Client satisfaction
Question 8
Landlord satisfaction is crucial in property management. Each management has a value to the agency and
the loss of landlords not only affects agency income, but also the agency’s asset value.
Develop a short survey (maximum 10 questions) you could use to survey the property management clients
of an agency about their level of satisfaction with the service they receive.
Your survey should consider opening a discussion about what other real estate services the client might
need (besides property management) with the view to promoting the ancillary services of the agency.
(150–200 words)
1. Please select the number that is most descriptive of the service you received from us, 1
being unsatisfactory, 3 being average, and 5 being excellent. If a subject is not applicable,
please leave it blank.
a. Timeliness of return phone calls

b. Problems Were Handled
c. Communication with you was
d. The knowledge of real estate demonstrated
e. Attention given to your special needs
f. Your overall impression of our real estate service
2. Do you feel that we adequately explained the real estate process and what you could expect
during each phase of the process?
a. Yes
b. No
3. Do you feel that we really cared about you and your real estate needs?
a. Yes
b. No
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4. If there was one thing that we could improve upon, what would that be?
5. When you think about your real estate experience, what stands out most in your mind?
6. What could we do to make it easier to discuss problems with us?
7. What was the most disappointing thing that happened during your transaction?
8. Did our team refer the services of another professional (i.e., Mortgage Broker, Home
Inspector, Attorney, etc.)? If so, who was it and what was your experience with this
individual?
9. Would you feel comfortable recommending our services to your friends and family?
10. Do you have someone now that you would like to refer to us, if so please write down your
referral's name, phone number, and address:
No
Assessor feedback:
[insert feedback]
Date assessed: Click here to enter a date
Does the student need to resubmit? No
Questions that need to be resubmitted
First submission Not yet demonstrated
Resubmission Not applicable
To pass this subject, you will need to be assessed as DEMONSTRATED for either your first submission or
your resubmission.
Page 95 of 95

Written Assignment: Residential Property Management NSW (CIVREP-NSW3 - AS - v2)

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Written Assignment: Residential Property Management NSW (CIVREP-NSW3 - AS - v2)

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Written Assignment

Residential Property Management NSW

Student identification (student to complete)

Assignment result (assessor to complete)

Parts that must be resubmitted

Result — resubmission (if applicable) Not applicable

Result summary (assessor to complete)

Part 1: Instructions for completing and

Task 7: New tenancy sign up Not yet demonstrated Not applicable

Task 8: Periodic inspections Not yet demonstrated Not applicable

Task 9: Rental arrears Not yet demonstrated Not applicable

Task 2: Tenant selection Not yet demonstrated Not applicable

Task 3: Complaint — discrimination claim Not yet demonstrated Not applicable

Task 9: Change to tenancy agreement Not yet demonstrated Not applicable

Task 10: Tenancy renewal Not yet demonstrated Not applicable

Task 2: Promote property management products

Task 2: Provide tenant with Notice of

Task 3: Manage property condition Not yet demonstrated Not applicable

Task 4: Issue work orders Not yet demonstrated Not applicable

Task 5: Repairs to property Not yet demonstrated Not applicable

Task 6: Breach of tenancy agreement Not yet demonstrated Not applicable

Task 7: Tenancy renewal Not yet demonstrated Not applicable

Task 8: Rent Review Not yet demonstrated Not applicable

Part 3: Questions Question 1 Not yet demonstrated Not applicable

Question 2 Not yet demonstrated Not applicable

Question 3 Not yet demonstrated Not applicable

Question 4 Not yet demonstrated Not applicable

Question 5 Not yet demonstrated Not applicable

Question 6 Not yet demonstrated Not applicable

Question 7 Not yet demonstrated Not applicable

Question 8 Not yet demonstrated Not applicable

Feedback (assessor to complete)

About this document

How to use the study plan

Saving your work

Submitting the written assignment

Make a reasonable attempt

How your written assignment is graded

‘Not yet demonstrated’ and resubmissions

CPPREP4122 Manage tenant relationships

CPPREP4123 Manage tenant

CPPREP4124 End tenancy

CPPREP4142 Promote property management products and services

We are here to help

Task 1: Understanding client requirements

Assessor feedback: Resubmission required?

Part A: Complete agency documentation

Assessor feedback: Resubmission required?

Part B. Risk management — listing documents

Assessor feedback: Resubmission required?

Part A: Information sheet

$ 920 PER WEEK

 Formal lounge + open plan family room with timber floors

2. The tenancy agreement

TERMS AND CONDITIONS

3. Applying for a house

4. Application decisions are expected to be made within three days.

Assessor feedback: Resubmission required?

Part B: Tenant applications and references

Applicant 3: Maria Kovak and Jade Diaz

Assessor feedback: Resubmission required?

Part C: Tenant references