Policies & Procedures

Employee Handbook A comprehensive document that outlines company policies, procedures, and expectations for employees, including:

  • Company mission, vision, and values.
  • Employment policies (e.g., attendance, dress code, workplace behavior).
  • Benefits and compensation details.
  • Grievance and disciplinary procedures.

Training Manuals Step-by-step guides designed to support employee development and onboarding, covering:

  • System and software tutorials
  • Compliance and regulatory training
  • Best practices for tenant and landlord communications

New Property Handover Process Ensures a smooth transition when a new property is added to the portfolio:

  • Landlord introduction
  • Obtain and review property details and documentation.
  • Conduct a thorough initial property inspection.
  • Verify compliance certificates (e.g., gas safety, electrical safety, EPC).
  • Upload property information and marketing materials to the system.
  • Brief relevant team members about the property specifics.

Maintenance Reporting A structured process for reporting and resolving property maintenance issues:

Tenants report issues via a designated channel Log the issue in the maintenance tracker. Keeping the landlord informed and obtaining prior authorisation for non emergency maintenance. Assign the task to the appropriate contractor or in-house team. Upload property information and marketing materials to the system. Monitor progress and provide tenant updates. Close the report upon resolution.

GDPR/Data Protection Guidelines for handling sensitive data to ensure compliance with GDPR regulations:

  • Secure storage and processing of tenant and landlord data.
  • Consent for data usage collected at the point of application.
  • Regular training for staff on GDPR compliance.
  • Clear data retention and deletion policies.

Deposit Process Manages tenant deposits in compliance with legal regulations:

  • Collect the deposit and register it with an approved deposit protection scheme.
  • Provide tenants with the prescribed information within 30 days.
  • At the end of the tenancy, conduct a thorough checkout inspection.
  • Compare inspection findings with the initial inventory report.
  • Process any agreed deductions and return the remaining deposit promptly.

Inspections Ensures regular property checks to maintain standards:

Schedule routine inspections (e.g., quarterly and monthly communal checks on HMO’s). Notify tenants in advance and confirm the inspection date. Conduct the inspection, documenting findings with photos and notes. Address any issues identified during the inspection (e.g., repairs or tenant behavior). File the report and follow up on actions as necessary.

Tenant Notice & Checkout Process Efficiently manages tenant departures:

Acknowledge the tenant’s notice and confirm the move-out date. Schedule a pre-checkout inspection to assess potential issues. Provide tenants with a checklist for move-out preparation. Conduct the final inspection, comparing it to the inventory report. Arrange deposit reconciliation and process the return.

New Tenant Application Process Ensures thorough vetting and onboarding of new tenants:

Tenant Holding fee process Application and tracker process Receive and acknowledge the application. Conduct reference and credit checks. Verify income and employment details. Confirm acceptance and issue the tenancy agreement for signature. Provide tenants with key information (e.g., move-in instructions and welcome pack).

Rent Arrears A clear process for managing and resolving rent arrears efficiently:

Identify missed payments via regular monitoring of rent schedules. Issue an initial reminder to the tenant outlining the overdue amount and payment due date. Follow up with formal written communication if the arrears persist, including details of potential legal consequences. Offer tenants support by discussing payment plans or referring them to advisory services. Notify the landlord and maintain regular updates on the progress of rent recovery. Escalate unresolved cases to legal proceedings, such as serving Section 8 notices, if required.

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