Vendor Manual

Setting Expectations Vendor Manual

As a property manager, you manage relationships as well as properties! Good systems for working with vendors are critical to your success. This manual will help you set expectations, clarify policies and procedures, and manage your vendor relationships. Good vendors help you service more properties and maintain profitability for your owners. The supporting forms increase efficiency and help to mitigate risk with vendors. Add to, remove, or modify any part of these templates.

This product includes:

  • the vendor manual + 9 vendor forms
  • product instructions

PM Made Easy products are copyrighted and non-transferable. Only the buyer or buyer’s representatives are authorized to modify and use the purchased content.

Manual Format: The Setting Expectations Vendor Manual for Property Management is created in Microsoft Word® so you can easily customize the contents with your local / state requirements, your specific business practices, and your company brand identity.

Product Instructions: All PM Made Easy products include the 25+ pages of Product Instructions in a PDF Format. It is important to read the Product Instructions designed to save hours of time and frustration before you start the manual. Make sure to save an original copy and place in a secure location.

Special notes: The manual uses (PM Made Easy) & (PMME) throughout as an example of a company name and initials. It is simple to replace them with your company name and initials in the manual document, using the Microsoft Word® feature, “Find & Replace,” which is included in the Instruction pages of the workbook. Red Text indicates areas that you should definitely change to your company, state, or local information

Table of Contents: The Table of Contents is subject to change when necessary. All manuals created by PM Made Easy have a built-in Table of Contents, which you can automatically update after making changes to the text in the manual.

Forms:  9 customizable forms

Table of Contents

Vendor Welcome. 8

(Company Name) 9

(Company Initials) Mission Statement 9

(Company Initials) General Policy. 9

(Company Initials) Principals. 9

(Company Initials) Personnel 9

(Company Initials) Teams. 10

Teams contact information. 10

Communication. 11

(Company Initials) Website. 11

Company Communication. 11

Office Information. 11

Address information. 11

Telephone. 11

Internet 11

Office Hours. 12

Emergency information. 12

Vendor communication. 12

Email 12

Vendor Requirements. 12

Required vendor forms. 12

Other vendor forms. 13

Licenses/bonds. 13

Insurance. 13

Social security/Tax ID.. 13

Change of information: 14

Workmanship. 14

Vehicles. 14

Vendor communication. 15

Vendor vacation. 15

Vendors and tenant status. 15

Keys/Entry. 15

Vacant properties. 15

Occupied Properties. 16

Work order procedures. 16

(Company Initials) Work Orders. 16

Vendor Bids. 16

Policies Regarding Vendors Working with Tenants. 17

Appointments with tenants. 17

Completing the appointment 17

Inability to complete work. 18

Completion of work. 18

Billing procedures. 18

Payment procedures. 18

Year End Procedures. 19

Conclusion. 19

Vendor Communication

Communication works both ways. We need detailed communication from you, the vendor. It is important that you let us know when you have encountered tenant difficulties, if you have a problem with payments, or if your Social Security Number has changed to a Tax I.D. To assist with this task, we have provided forms with this package of information.

Later in the (Company Initials) Vendor Manual, there is detailed information on work orders and payment. (Company Initials) wants to provide you with the information you need to avoid conflict or confusion.


(Company Initials) encourages all vendors to use email/texting to contact us quickly. It is fast and effective. Please supply us with your email address/cell number on all the (Company Initials) forms. We will enter your email address/cell number in our database.

Special note: When using email, we request that you put the property address in the subject line. This helps us identify the importance of your message and avoids oversights or deletions.

Vendor Requirements

Required Vendor Forms

(Company Initials) requires all vendors to complete the following forms prior to commencing work for (Company Initials). They are located in the back of the Vendor Manual.

  • Vendor Contract
  • Vendor Information Form

Other Vendor Forms

  • (Company Initials) has also supplied the following forms to use when necessary in the future:
  • Change of Information Form
  • Vendor Work Order Request
  • Vendor Work Report
  • Vendor Vacation Notice


  • Contractor’s license
  • (Company Initials) requires all vendors to have a contractor’s license if State requires licensing to complete work. If your work does require a license, please attach a copy to the Vendor Information Form.
  • Examples of licensed contractors are roofers, plumbers, electricians, general repair persons, and general contractors.
  • Bonds
  • If you are not required to have a contractor’s license, (Company Initials) requires the vendor to carry a bond.
  • Examples of non-licensed vendors are carpet cleaners, cleaning companies, and gardeners.


Please check your state requirements on insurance; consult a competent insurance agent

Workman’s Compensation Insurance

  • (Company Initials) requires all vendors to carry current Workman’s Compensation if they have employees.
  • (Company Initials) requires the vendor notify their Workman’s Compensation Company and request them to furnish (Company Initials) with an original endorsement of the policy.
  • (Company Initials) requires an original endorsement of all yearly renewals.
  • (Company Initials) requires notification if the insurance company changes.

General Liability Insurance

  • (Company Initials) requires that vendors carry a minimum $ 000.00 of current general liability insurance.
  • (Company Initials) requires an original endorsement of the current liability insurance policy.
  • (Company Initials) requires an original endorsement of all yearly renewals.
  • (Company Initials) requires notification if the insurance company changes.

Social Security Number/Tax I.D.

(Company Initials) requires that all vendors have a Social Security Number or Tax I.D., no exceptions. It is the responsibility of the vendor to supply (Company Initials) with accurate information.

  • Social Security requirements
    • Personal names are required with Social Security Numbers on the 1099 form.
  • Tax I.D. requirements
    • Company names are required with Tax I.D. numbers one the 1099 form.

Change of Information:

It is the responsibility of the vendor to notify (Company Initials) of any changes and (Company Initials) has provided a Change of Information Form at the back of the Vendor Manual. Vendors are to report changes for the following:

  • Company name
  • Address
  • Business telephone
  • Cellphone
  • Fax
  • Email address
  • Insurance information
  • Change of Social Security Number to a Tax I.D.


  • Competent workmanship
    • (Company Initials) requires the vendor to supply competent work.
    • If necessary, the vendor guarantees they will redo the work to the reasonable satisfaction of (Company Initials).
  • Contract labor
    • The work is on a contract labor basis.
    • (Company Initials) does not treat any vendor as an employee.
    • The vendor is responsible for reporting their income to government agencies.
    • (Company Initials) issues 1099s for work exceeding $600 as required by the Internal Revenue Service.


The (Company Initials) policy on vendor vehicles is as follows:

  • Vendor supplied vehicles
    • All vendors must supply their own vehicles.
    • Vendors cannot use any (Company Initials) owned company vehicles.
    • Vendors must carry appropriate insurance for their vehicles.
  • Vehicle Expense
    • (Company Initials) does not reimburse vendors for any vehicle expense.
  • Vehicle maintenance
    • Vendors are responsible for maintaining their own vehicles.
    • Vendor vehicles must have a reasonable appearance.
    • Continual mechanical problems with vehicles causing cancellation of tenant appointments can be the cause for removal from the (Company Initials) vendor service list.
    • Unless it is necessary to park in the driveway to perform work, vendors are to park in front of the property.
    • If a vendor’s vehicle causes damage, such as an oil leak, it is the vendor’s responsibility to repair the damage immediately.


Vacant Properties

  • (Company Initials) uses a lockbox system on all vacant properties and vendors are responsible to:
    • Use the lockbox code or key issued.
    • When using the lockbox, do not leave the key in the door to prevent theft.
    • When finished with the lockbox, replace the key in the lockbox and close so it is completely locked.
    • If a vendor accidentally takes a key, they are required to return it to the lockbox immediately.
  • Report any missing or malfunctioning lockboxes to (Company Initials).
  • (Company Initials) changes all locks prior to a tenant occupying a property.

Occupied Properties

  • (Company Initials) does not issues keys to vendors when tenants occupy properties unless there are extenuating circumstances, such as an emergency/disaster.
    • If this happens, a (Company Initials) Property Manager must authorize the vendor to pick up a key from the (Company Initials) office.
  • If the vendor has obtained a key to an occupied property, it is the responsibility of the vendor to return all keys to (Company Initials) when completing work and NOT to the tenant.

Work Order Procedures

(Company Initials) Work Orders

  • (Company Initials) issues routine work orders by email/faxing them to the vendor.
  • When warranted by the maintenance situation, (Company Initials) can issue a work order by telephone.
  • If (Company Initials) has issued a work order by telephone, the (Company Initials) office will also email/fax a work order to the vendor to complete billing.
  • (Company Initials) has a limit for work requests with the owner and cannot exceed this amount without owner authorization.
  • Vendors are to notify (Company Initials) immediately if a problem exceeds the authorized amount on the work order.
  • The vendor is responsible for paying for all parts and materials required for the work order, unless there are special arrangements authorized by (Company Initials).
  • (Company Initials) reimburses parts and materials when the vendor submits invoices for payment.

Vendor Bids

Some work requires bidding by the vendor and then approval by the owner. The (Company Initials) procedures for bids are:

  • (Company Initials) sends a bid request on the standard (Company Initials) Work Order.
  • Vendors are to notify (Company Initials) if they know they will be unable to offer a bid and complete the work in a timely manner.
  • When (Company Initials) receives the approval or denial from the owner, (Company Initials) will notify the vendor by telephone.
  • If the owner approves the bid, (Company Initials) will contact the vendor and send an updated work order.
  • If the owner does not approve the bid, (Company Initials) will send a cancelled work order.

Policies Regarding Vendors Working with Tenants

Appointments with Tenants

  • When making the tenant appointment:
    • (Company Initials) informs the tenant when taking a work order that a vendor will contact them directly.
    • (Company Initials) requires vendors to set specific appointments with tenants after receiving a work order request.
    • If vendors have difficulty reaching the tenant, they are to notify the (Company Initials) office.
  • The appointment:
    • Vendors are to appear clean and dressed appropriately for maintenance work.
    • Vendors are encouraged, but not required to wear clothing that identifies their company.
    • Vendors are to carry identification to show the tenant if necessary.
    • Vendors are to arrive at the appointed time or within 15 minutes.
    • If vendors experience a delay in arriving on time, they are to contact the tenant. If they cannot reach the tenant, they are to contact the (Company Initials) office.
    • Vendors are to knock on the door or ring the doorbell.
    • Vendors are not to enter properties unless a resident is there and has given permission to enter.
    • Vendors are not to enter a property unless there is a responsible party present. A responsible party cannot be under the age of number of
    • If the tenant fails to meet the appointment, vendors are to notify the (Company Initials) office.
    • (Company Initials) will contact the tenant to find out why the appointment was cancelled and will advise the vendor.
  • During the appointment:
    • Vendors are to avoid moving tenant possessions unless necessary to perform maintenance.
    • Vendors are to request the tenant to move their possessions whenever possible.
    • Vendors are to be courteous and professional at all times.
    • Vendors are to clean up after their work at the property.

Completing the Appointment

  • Vendor communication with tenants:
    • Vendors are not to make comments on repairs, lack of repairs, or the condition of the property to tenants.
    • Vendors are not to discuss the repairs and should refer tenant to property management for questions
    • Vendors are not to make promises to tenants unless it is within the work order request.
  • Additional work requested by tenants:
    • Vendors are to call (Company Initials) from the property to clarify the work or request permission to do additional maintenance they see is required relating to the work order.
    • (Company Initials) requests vendors use their cellphones when calling from a tenant residence.
    • If it is necessary to use the tenant’s telephone, the vendor is to request permission from the tenant.
    • If tenants request other work, the vendor is to instruct them to call (Company Initials) and place a work order.
  • Tenant behavior:
    • If tenants pose a threat, vendors are to immediately leave the property and notify (Company Initials) as soon as possible.

Others also purchased these products.