Policy & Procedures Manual for Property Management & Real Estate
Table of Contents

Welcome
Policy & Procedures Manual Guidelines
Company Reference
Interactive Manual
Non-static document
Manual objectives
Confidentiality/Non-disclosure
Personnel responsibilities to Manual

Glossary

Company terms
Property Management Terminology
Real Estate Terminology
Designations
Relevant Acronyms

Company Information

Mission Statement
Goals
Objectives
Company Specialization
Legal Identity
Commercial Location
Ownership
Owner Biography
Company History

Governance and Associations

Government Agencies
Industry Associations

Personnel/Employment Policies

General Policy
Equal opportunity Employer
Additional Federal Acts
Harassment
Immigration
Required Posters
Drug-free policy

Company Job Descriptions

CEO/President/Chairman
Broker of Record
Broker/Sales Manager
Office Manager
Property Manager
Assistant Property Manager/Rental Manager
Maintenance Supervisor
Sales Agent
Bookkeeper
Assistant Bookkeeper
Administrative Assistant
Receptionist
Sales Agent
Employee Hiring
Independent Contractor Hiring

Property Management Policies

Department of Real Estate
Fair Housing
Americans with Disabilities Act
Antitrust
RESPA
Environmental Protection Agency, EPA
Residential Lead-based Paint Reduction Act (RLPHRA)
Uniform Regulations of Landlord Tenant, URLTA
Service Member’s Civil Relief Act, SCRA
Federal Communications Commission (FCC)
Equal Credit Opportunity Act (ECOA)
Fair and Accurate Credit Transactions Act (FACTA)
Not Limited to Manual

State Laws

State Fair Housing Laws
State Lead-based Paint Laws
State Credit Reporting Laws
State Megan’s Law
State Laws/Shredding
Foreign Language Laws

Local Laws and Ordinances
Office Information

Address
Telephone numbers
Hours
Email/Internet
Holidays

Office Policies and Procedures

General Requirements
Opening of Office
Closing of Office
Bookkeeping
Funds
Office Machines
Computers
Company Logo/Brand Identity
Form Policy
Documents
Document Shredding
Document Storage
Organization/Filing
Mail and Deliveries
Telephone Policies
Messages
Voice Mail/Messaging System
Cellular Telephones Pagers
Office Communication Policies
Office/Staff Meetings
Individual Information
Supplies
Visitors in the Workplace
Parking
Email/Internet
Website
Office Common Areas
Work space
Personal Effects
Non-Smoking Policy

Standards of Conduct

Ethics
Confidentiality/Non-Disclosures
Rules of Behavior
Offensive Language
Public Image/Dress Code
Conflict of Interest
Outside Employment
Attendance Standards
Absence without Notice
Drug-Free Policy
Solicitation
Personnel Conflict
Personnel Resolution Process
Harassment, Including Sexual Harassment
Harassment, Complaint Procedure

Safety

Safety Policy
Violence and Weapon Policy
Office Safety
Office Safety Rules
Health Issues
Emergency Procedures
Workplace Accidents/Injuries
Field Safety

Fair Housing

Fair Housing Personnel Requirements
Fair Housing and Real Estate Sales
Fair Housing and Clientele
Fair Housing Complaint Procedures

Marketing

Company Marketing Policy
Company Advertising Policies
Company Do-Not-Call Policy

Legal Support

Legal Defense Policy
Legal Defense

Overview of property management cycles
Policies on Property Management Funds

Company Trust Account
Cash
Tenant Funds
Security Deposit Funds
Bookkeeping – applicants
Bookkeeping – tenants
Bookkeeping – Owners
Bookkeeping – Vendors
Bookkeeping – Company Funds

Policies on Property Maintenance

General Maintenance Policy
Priority on Maintenance
Maintenance Procedures
Maintenance Coordination with Bookkeeping

Policies on Keys, Lock-boxes, and Rental Signs

Keys
Signs
Lock-boxes

VENDORS

General office policy with vendors
Responsibility to Vendors
Personnel Responsibilities to Vendors
Payments to Vendors
Vendors and Keys
Vendors Scheduling of Work with Tenants
Vendors as Tenants
Vendor responsibility to Company

Owner policies

General Owner Policy
Fiscal Responsibilities to Owners
Year-end Responsibility to Owners
Personnel responsibility to Owners

Pending vacancies

Notice
Advertising Preparation:
Required Notifications Regarding Vacancy
Utilities
Pre-vacancy Walk-Through

Vacancy

Personnel Responsibilities during Vacancy
Advertising during Vacancy
Maintenance Policy during Vacancy Period
Vacancy Showings
Supplying Owner Information to Applicants
Applications
Showings
Acceptable identification
Qualifying requirements
Number of persons per property
Pets
Increased Deposit Due to Pet
Funds Required for Pets
Water-Filled Furniture
Vehicle Restrictions
Bankruptcy
Home businesses
Day Care
Section 8
Co-signors

Application process

Application Policy
Red Flags
Application Requirements
Taking Applications
Incomplete Applications Requirements
Processing of Applications
Acceptance or Denial of Application
Requirements of Acceptance
Acceptance Follow-up

Tenant move-in

Preparation for move-in
Completion of Leasing/Rental Agreements
Funds Required
Walk-through of Property
Maintenance
Follow-up after Tenant Move-in

Tenant Notices

Notice to Pay or Quit
Notice of Charges
Notice Breach of Covenant
Notice to Vacate to Tenant
Notice to Vacate From Tenant, Eligible to Give Notice
Notice to Vacate From Tenant, Ineligible to Give Notice
Notice to Change Terms of Tenancy
Notice to Enter Dwelling
Notice of Belief of Abandonment

Policies during tenancy

Funds
Acceptable Forms of Rent
Unacceptable Forms of Rent
Personnel Responsibilities for Rent Collection
Red Flags and Rent
Late Rent Policies
Communication of Late Rents
Late Fees
Non-Sufficient Funds
Addition of Tenants during Rental/Lease Agreement
Conditions for Adding a Tenant
Requirements to Add a Minor
Deletion of Tenants
Tenant Partial Notice to Vacate:
Tenant Death in Property
Abandonment of property
Pet Policies during Tenancy
Removal of a Legal Pet
Replacement of a Legal Pet
Illegal Pets
Violent Pets Maintenance during tenancy
Mold Issues
Lead-based Paint Issues
Tenant Correspondence Policy:
Tenant Problems/Complaints during Tenancy
Key Policies during Tenancy
Policies When Property Is for Sale during Tenancy
Tenant References for Renting
Tenant References during Eviction
Owner Information to tenants
Notification of Owner
Credit reporting during tenancy
Cable/Satellite/TV Request

Tenant move-out procedure

Notice from Tenant
Notice to Tenant
Vacating of property/unit
Security Deposit of Vacating Tenant
Security Deposit Disputes

Emergency procedures for tenants

Emergency Policies
Tenant Procedures
Follow-up Emergency Procedures

Appendix – 14 forms included

1. Manual Acknowledgment Form
2. Independent Contractor Agreement
3. Personnel Information Form
4. Key/Alarm Agreement
5. Personnel Change of Information
6. Personnel Confidentiality Agreement
7. Disclosure Authorization
8. Supply Request
9. Office Policy Change
10. Internet/Email Agreement
11. Year-end Checklist
12. Cellular Hands Free Agreement
13. Policy Manual Test
14. Update Document System Checklist

SAMPLE TEXT Excerpt from Guidelines section

Manual Confidentiality/Non-Disclosure

The material within the Policy & Procedures Manual is confidential. Personnel are not to disclose this material to owners, tenants, vendors, or to the public. Personnel are not to disclose any trade secrets of PMME Real Estate Services, Inc. This includes, but is not limited to, the following examples:

• • Management fees, commissions, referrals, and any other monies
  • Financial information
  • Personnel compensation
  • Personnel records
  • Personnel conversations
  • Client records or conversations
  • Management accounts
  • Real estate sales or listings
  • Marketing and/or strategic plans
  • Company projects

Personnel Responsibilities to Manual

All Personnel are to read the Policy & Procedures Manual as part of their orientation to the company policy and procedures.

• All Personnel are required to read the PMME Policy and Procedures Manual within number days from date of employment or hire.
• All Personnel hired prior to the implementation of this document are to read the entire PMME Policy & Procedures Manual within # business days from the date of receiving the manual.
• After reading the Policy and Procedures Manual, all Personnel are required to sign the Personnel Acknowledgment Agreement, which states that they have read, understand, and will comply with the Property Management Policy and Procedures Manual. Applicable Form: Policy & Procedures Manual Acknowledgement
• This manual is only for the use of Personnel.
• Personnel cannot remove the Policy and Procedures Manual, or any other manual, from the PMME office without the express permission of Management
• It is Personnel responsibility to read, understand, remember, and refer to the enclosed material when necessary.
• If there is any confusion regarding the material, it is the responsibility of Personnel to discuss this with Management as soon as possible.
• Personnel are not limited to only the material within this Policy and Procedures Manual. Personnel are to adhere to any directive from Management, in either written or verbal form.
• The printed material within this policy is not for public distribution. Therefore, Personnel are not to share this printed information with prospective and/or current clientele, vendors, or the public.
• JSL expects all Personnel to follow the guidelines of this policy when in contact with prospective and/or current clientele, vendors, or the public.

Excerpt from the Property Management Policies Section

Residential Lead-based Paint Reduction Act (RLPHRA)

Lead-based paint was banned by the Federal Consumer Product Safety Commission in 1978 because lead-based paint exposure can harm individuals exposed to contaminated dust, soil, or deteriorated paint. To enforce the ban, Congress enacted RLPHRA in 1992.

• RLPHRA requires residential sellers, property owners and their real estate agents of pre-1978 residences to disclose if they know of lead-based paint and provide buyers and tenants with an informational booklet about lead-based paint.
• Federal law does not require sellers and property owners to remove lead-based paint.
• Long-term leases and month-to-month rentals require the disclosure and information booklets given to tenants regarding lead-based paint
• Short-term rentals less than 100 days are exempt.
• Home buyers can waive the 10-day contingency period in writing.

Uniform Regulations of Landlord Tenant, URLTA

PMME follows the guidelines of the Uniform Residential Landlord Tenant Act in respect to public housing. This important legislation has great impact on the forms used in Landlord/Tenant law today.

Service Members’ Civil Relief Act of 2003, SCRA

PMME follows the guidelines of the Service members’ Civil Relief Act of 2003 as it pertains to public housing and employment issues.

• This act replaced the Soldier and Sailor’s Civil Relief Act of 1940.
• This gives all military certain rights in public housing, mortgage, credit, and employment issues while they are serving their country
• The SCRA protects service members from Unlawful Detainer actions in most cases when called to duty. It does not excuse rent, but makes provisions for relief.

Federal Communications Commission (FCC)

The FCC, Federal Communications Commission has specific rules regarding cold calling, email, and fax as it pertains to real estate/property management.

There is additional PMME policy concerning Do-Not-Call/Fax/Email in this manual.

Fair Credit Reporting Act (FCRA)

PMME abides by all laws of the Federal Credit Reporting Act in all real estate/property management transactions.
Credit plays a significant role in both real estate and property management.

Partial Excerpt from the Application Process Section

Application Policy

All Personnel are required to know the application policies (please refer to previous section of this manual) and to notify Management immediately if they experience any problems with applications.

Red Flags on Applications

While taking applications, Personnel are to be cognizant of the following “red flags” and report them to Management immediately. The following is a list of “red flags,” but Personnel are to watch for any other signs that could be “red flags.”

• The applicants are not what they represent.
• The applicants will not fill out the application completely.
• The applicants will not supply required documentation.
• The applicants will not pay the required application fees.
• The applicants are difficult and/or abusive.
• The applicants “scratch out” and change information as they hear the requirements, e.g., no pets on the property, number of vehicles permitted.
• The Application Requirements
  All persons 18 and under, and/or emancipated minor must submit a separate and completed application with a processing or application fee. Personnel are to bring any information on minor applicants to the immediate attention of (Company Name) Management.

Partial Excerpt from the Notice to Vacate

Partial Notice to Vacate

This is notice received from one or more tenants, but not all tenants in the property.

Responsibilities of vacating tenant are as follows:

The vacating tenant must give a written #-Day to Vacate In all cases, the vacating tenant must settle their ownership in the security deposit with the remaining tenants.

(Company Initials) procedures

• (Company Initials) will not refund any portion of the security deposit to the vacating tenants.
• It must be determined if the tenant is on a month-to-month tenancy or a lease agreement
• (Company Initials) notifies the property owner of the vacating tenant unless Management decides it is not necessary.
• (Company Initials) review the current income, employment status and, any other criteria needed to determine if they qualify to remain in the property.
• (Company Initials) sends a letter to all tenants in the residence notifying them of outcome of the review.
• (Company Initials) does not disburse the security deposit until all tenants vacate.