Best Practiseprocedures Manual

Nita Nicola www.nitanicola.co.uk Lettings Consultant

BEST PRACTISE PROCEDURES MANUAL The Best Practise Procedures Manual is a basic operations manual, which runs to some 50 pages and excludes appendices, standard letters etc. The Contents page is reproduced and attached hereto as an indication of the topics included. It provides guidance for the Agent venturing into Lettings for the first time, or a useful starting point for the established Letting Agent wishing to create their own bespoke Manual based on their own Agency procedures and day to day practices.

A Personalisation Service is also available if you prefer to have the document provided already adjusted to suit your own Agency systems and procedures. This is subject to an additional charge. Please ask for further information. The document is supplied in Word format either electronically via email or on CD as preferred. The document is subject to copyright limitations which restrict use to the purchasing Agent only and prevents the purchaser from selling or gifting part of or the entire document to any third party - see terms of business overleaf.

PRICE: £600.00

The above price includes postage and packing and is exclusive of VAT which is not applicable. Delivery is normally within 7 -14 days of confirmation receipt of order and payment – but longer if personalisation is required. See the attached Terms of Business Please complete the Order Form below or contact me if you would like more information. Please see the website www.nitanicola.co.uk for other services available ------

BEST PRACTISE PROCEDURES MANUAL ORDER FORM Please send completed form to the address below with payment. A receipted invoice will be issued to confirm acceptance of your order. Nita Nicola reserves the right to refuse any order received. No contract of any kind is created until the written order and payment has been received and accepted.

Please provide one copy of Basic Best Practise Procedures Manual at total price of £600.00 please tick as applicable [ ] Transfer electronically to email address below [ ] Provide on CD by post to address below I confirm that I have read, understood and agree to the attached Terms in relation to the purchase of this Document [ ] Cheque payable to Nita Nicola for £600.00 is enclosed [ ] Payment £600.00 has been made to: NatWest Account No. 69608431 Sort Code 60-24-07 Account Name: Nita Nicola Please quote your Agency name as your reference I understand the Document will be despatched within 7-14 days of receipt and confirmation of this order – longer if the personalisation service is requested.

[ ] Please send me details of the personalisation service.

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May2015

NITA NICOLA – LETTINGS CONSULTANT 12 Birch Grove, Kingswood, Tadworth, Surrey KT20 6QU 07957 257495 [email protected] Nita Nicola www.nitanicola.co.uk Lettings Consultant Signature ………………………………………………………………………….… Date ……………………………

May2015

NITA NICOLA – LETTINGS CONSULTANT 12 Birch Grove, Kingswood, Tadworth, Surrey KT20 6QU 07957 257495 [email protected] Nita Nicola www.nitanicola.co.uk Lettings Consultant

BASIC BEST PRACTISE PROCEDURES MANUAL TERMS & CONDITIONS REFERRED TO IN THIS DOCUMENT AS “THE DOCUMENT”

1. The Document is purchased solely on the basis of these Terms and Conditions and any Schedule attached and no variation of the same is accepted unless expressly agreed in writing by Nita Nicola. No oral representations by any person are in any way imported into these terms or form any contract or collateral contract.

2. The purchase price of The Document is quoted exclusive of VAT, for which at the time of issue of these Terms and Conditions, Nita Nicola is not registered.

3. Unless otherwise agreed, the purchase price of The Document is payable in advance. The Document purchased will be provided on CD or other agreed format and despatched within 28 days of receipt of payment in full.

4. Nita Nicola reserves the right to refuse without explanation any order received from any person, agency or organisation wishing to purchase The Document. Any order submitted is an offer to buy and there will be no contract of any kind created at any point unless and until the written order and payment has been received and accepted. Until such time any order submitted may be declined.

5. The Purchaser may cancel the order and be entitled to a full refund within 7 days of making payment provided The Document has not in that period been delivered to the Purchaser. In the event of cancellation between 7 and 28 days of making payment, provided The Document has not already been delivered to the Purchaser, a cancellation fee of 50% of the purchase price paid will be payable. In the event that Nita Nicola fails to deliver The Document within the agreed time, the Purchaser will be entitled to a full refund.

6. Once delivered to the Purchaser, The Document is non-returnable, unless it is in some way faulty, nor is the purchase price paid refundable.

7. The Document is intended for the Purchaser to make any changes as may be appropriate, under their own liability, to suit the individual procedures or requirements of their Agency and to be used solely by the Purchaser for the purpose of conducting their own Letting & Property Management operation.

8. Unless otherwise agreed in writing, all copyright in The Document supplied and purchased belongs to and will remain with Nita Nicola and may not be gifted, passed on, transferred, licensed, sold or resold to any other party. The Purchaser may not reproduce copy disseminate or utilise The Document, either in its original format or as may have been adjusted by the Purchaser, except as expressly authorised to do in 7 above.

9. Unless previously agreed in writing, the Purchaser may not reproduce copy disseminate or utilise the documents contained in The Document purchased, either in their original format or as may have been adjusted by the Purchaser, except as expressly authorised to do in 7 above.

10. The documents contained in this Document are meant for use by professional Letting Agents who are fully aware of the legislation and other requirements applicable to the letting of residential property. It is important that the documents are read by the Purchaser or their legal advisors before use, to ensure that the provisions contained are in line with Agency systems and procedures. It is recommended that when adjusting the documents contained in The Document assistance and/or approval is sought from the Purchaser’s legal advisors.

11. Nita Nicola is not a solicitor, nor does she have any formal legal training or qualification. The creation of The Document is based on knowledge and experience gained from many years working in Residential Letting & Management.

12. In providing The Document purchased, Nita Nicola endeavours to provide accurate and up to date documents and information, but cannot accept any responsibility or liability for any losses to the Purchaser by way of loss of revenue, loss of expected profits, or claims by third parties as a consequence of using the documents.

13. Any queries regarding these Terms & Conditions should be addressed to Nita Nicola as below.

May2015

NITA NICOLA – LETTINGS CONSULTANT 12 Birch Grove, Kingswood, Tadworth, Surrey KT20 6QU 07957 257495 [email protected] Nita Nicola www.nitanicola.co.uk Lettings Consultant

RESIDENTIAL LETTINGS & PROPERTY MANAGEMENT - BEST PRACTISE PROCEDURES MANUAL

GUIDE TO CONTENTS PAGE

INTRODUCTION 1

SECTION 1: LETTINGS 1. MAKING APPOINTMENT WITH PROSPECTIVE LANDLORD 2 2. APPRAISING THE PROPERTY 3 3. CONFIRMATION OF INSTRUCTION 4 4. GENERAL PRACTICES & MARKETING 6 5. THE APPLICANT & VIEWINGS 8 6. THE ACCEPTED OFFER & REFERENCES 10 7. THE TENANCY AGREEMENT INCLUDING TENANCY DEPOSIT PROTECTION 14 8. PRE-TENANCY SET UP ACTION INCLUDING SAFETY REGULATIONS 23 9. NEW TENANCY ACTION 28 10. THE NON MANAGED PROPERTY 29 11. RENEWAL OF TENANCY 29 12. END OF TENANCY PROCEDURES 34

SECTION 2: MANAGEMENT & ACCOUNTS A. MANAGEMENT OF LET PROPERTIES 1. SAFETY REGULATIONS 38 2.WELCOME LETTER 39 3.WORKING BALANCE 39 4.SPEND LIMIT 39 5.CONTRACTORS 39 6.ELECTRICAL WORKS 40 7.SERVICE CONTRACTS & GUARANTEES 40 8.REPORTED PROBLEMS 41 9. PROPERTY VISITS 41 10. CHECK OUTS 41 11. WINTER ACTION 42 12. VACANT/EMPTY MANAGEMENT SERVICE 42

B. LETTINGS ACCOUNTS 1. ACCOUNTS RESPONSIBILITIES 43 2. CLIENT LEDGERS 44 3. TENANT LEDGERS 45 4. RENT RECEIPTS & INVOICES 45 5. OTHER AGENTS’ COMMISSION 45 6. METHODS OF PAYMENT & CASH HANDLING 46 7. RENT ARREARS 47 8. OVERSEAS RESIDENT LANDLORDS 48

SECTION 3: MISCELLANEOUS 1. DAY TO DAY PRACTISES 50 2. PERSONAL SAFETY 51

SECTION 4: APPENDICES 1. AGENCY TERMS & CONDITIONS OF BUSINESS ? 2. RULES ETC OF TENANCY DEPOSIT PROTECTION SCHEME ? 3. INFORMATION RE CREDIT SEARCH AGENCY ? 4. DETAILS OF AGENCY APPROVED CONTRACTORS & SUPPLIERS ? 5. COMPUTER SOFTWARE INSTRUCTIONS 6. COMPENDIUM OF STANDARD LETTERS ?

SECTION 5: INDEX ?

May2015

NITA NICOLA – LETTINGS CONSULTANT 12 Birch Grove, Kingswood, Tadworth, Surrey KT20 6QU 07957 257495 [email protected]