CPPREP4122 Manage Tenant Relationships – Assessment Task 3

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ASSESSMENT TASK 3 – Case Study 1

ScenarioJulie-Anne and Roger have purchased their first investment property from Phillip, one of the salespeople employed with your agency. They were so impressed with the quality of service received from Phillip that they have decided to list their investment property with your agency to manage. Completion of the sale is due in 3 weeks and includes vacant possession.

You are the property manager and you met with Julie-Anne and Roger to present the agency’s management listing presentation and you have successfully gained the authority to manage Julie-Anne and Roger’s investment property.

It was agreed the property would be leased for $425.00 per week with rent payable each week - to be deposited by EFT into the agency’s property management trust account. Landlords would prefer a family however are happy to review each screened and suitable applicant.

As a result, you are now going to start organising inspections, receive tenancy applications, screen tenants for suitability, present suitable tenant applications to the landlords and start the tenancy.

Rental property address: 35 Jeanswood Place, Smithville 1234

Rent per week: $425.00

Property Summary


  • Brand new 4-bedroom brick/tile home, complete with ensuite
  • separate lounge room
  • open plan large family
  • dining room with modern kitchen
  • air conditioned in family room
  • ceiling fans throughout
  • large entertainment area
  • security screens
  • double lock up garage with remote controlled door
  • two metre fencing
  • pets ok.

Located in a cul-de-sac and is situated on the high side of the estate.

Area Profile

The size of Smithville is approximately 50 km². It has 11 parks covering nearly 2% of the total area. The population of Smithville in 2011 was 10,325 people. By 20XX, the population was 16,107 showing a population growth of 56% in the area during that time.

The predominant age group in Smithville is 0 - 9 years. Households are primarily couples with children and are likely to be repaying between $1000.00 - $1500.00 per month on mortgage repayments. In general, people in Smithville work in a non-specific occupation. In 2019, 78% of the homes were owner-occupied compared with 68% in 20XX.

Category: House

Bedrooms: 4

Bathrooms: 2

Garage: double 

Available date: available in 14 days       


Julie-Anne Stevens and Roger Stevens

2 Yellow Street, Smithville 1234

Phone: 1234 5767

Real Estate Agency

Blue Vale Real Estate Agency

Licensee in Charge: Diane Smith

License No: 202201

321 Blue Street

Smithville 1234

Phone: 5768 9105

Website: www.bluevaleagency.com.au

Email: manage@bluevale.com.au

Bank details

Northpac Bank

Blue Vale Real Estate Agency Property Management Trust Account

BSB: 123 445

Account: 1234 5455 545

  1. Qualifying prospective tenants

You are about to begin taking enquiries about this new rental. You have a new assistant property manager in the agency who is still in training. You have talked about the need to ‘qualify’ prospective tenants. You explain that there are two aspects to qualifying the tenant:

  • firstly, does the tenant meet your agency’s selection criteria?
  • secondly, does the property suit the prospective tenant?

Provide sample questions that you could provide to your new assistant property manager to guide them through the process of qualifying to:

  • confirm tenant needs and expectations to create a tenant profile
  • determine suitability of the property

These sample questions should reflect the questions that you could ask in this qualifying process.

  1. Provide prospective tenants with information about the property and application process

Write a brief rental information sheet that you can provide to prospective tenants to provide:

  • key information about this rental property
  • what they need to do if they want to apply for the property
  • what documents they would need to complete
  • what information they need to provide the property manager when applying
  1. Showing the property to prospective tenants

Explain, step-by-step, how you would conduct a property inspection with a tenant. This will be an ‘Open for Inspection’. Your answer must include how you prepare and advertise for the Open for Inspection, how you conduct and finalise the inspection, and what communication strategy you will implement with your client. You can use dot points for your steps.

  1. Tenant selection process

During a call to the landlords to update them on feedback from prospective tenants after the open inspection, they ask you to explain the tenant selection process to them.

Explain to the landlord how you would review a tenancy application, including checking references and how you document the checking process.

  1. Make recommendations to landlord about tenant selection.

You have received three applications for the property and confirmed all the provided tenant details and preferences. You create the tenant profiles below to summarise the information in the applications. Explain which tenant you would recommend to the landlords, and the reasoning for your recommendation.

The three applicants are detailed below.

Prospective Tenant Profiles
Matthew and Rona WhiteAge – 30 and 32

Employment – car salesman and homemaker

Children – 2: 4 years and 2 years

Pets – small dog

Household income – $60,000 per year

Renting for the past 10 years

Good references – no problems or issues

Not listed on tenancy database

Require a minimum of 1 year lease

Would like to start tenancy in 2 weeks’ time

Rufus and Jen Sweeney

Age – 47 and 41

Employment – Retail manager and call centre operator

Children – 2: 15 years and 10 years

Pets – none

Income – $90,000 per year

Renting for the past 15 years

Good references, except for one where there seems to have been an issue regarding notice for leaving and rent arrears (non-payment of rent).

Listed on tenancy database for failing to provide adequate termination notice and outstanding rent payments in excess of the bond

Require a 5-year lease

Can start tenancy immediately

Todd Glass and Chris Reeve

Age – 21 and 25

Employment – retail sales assistant and hairdresser

No children

Pets – 2 large dogs

Income – $80,000

Renting for the past 2 years

Good reference – no issues

Not listed on tenancy database

Require a minimum 6-month lease

Can start tenancy immediately

6. Preparing tenancy documentation

Your prospective tenant has been approved by the landlords for a 12-month tenancy, at $425 per week. You now must prepare all the documentation ready for the new tenancy.

  1. Prepare an email to the successful tenant to:
  • confirm the details for the new tenancy (start date, length of tenancy, rent, bond and other relevant information)
  • explain the entry costs that they will need to pay on or before the start date, rent in advance and rental bond
  • outline how they need to pay their rental bond and when it must be paid by
  • outline when their tenancy sign-up appointment is and what it involves, so they set aside enough time to complete the process
  1. Prepare a residential tenancy agreement using the standard form provided.
  2. Complete the condition report/inspection sheets. You can use the details in the case study and make up any hypothetical information. Your condition report must have descriptive comments about what items are included in the property.

7. Tenancy sign-up appointment

The time for the tenancy sign-up appointment has arrived. Write a step-by-step explanation of how this tenancy sign up appointment should proceed in order for it to be effective.

In your steps, you must cover the following information:

  • Key points about tenancy agreement, returning the condition report/inspection sheets and any information or documents that the new tenants need to know and regular routine inspections
  • What payments you will need to ensure are made and what receipts you will provide. What information must be included on the receipt?
  • How the tenancy agreement is executed (i.e., who signs it and where, what copies are given to parties)
  • How keys/security devices are provided to tenant and what agency record you keep of these
  • Providing information to the tenant about contacting the property management team for any issues or complaints throughout their tenancy
  • Providing information to the tenant about the importance of paying rent on time and what happens if there are rent arrears
  • What process the agency uses to deal with tenant request for
  • repairs
  • urgent repairs
  • issues about the tenancy terms and conditions

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