1. Collect Core Client & Property Information
Why this is important
Accurate property data is essential for compliance, inspection scheduling, maintenance planning and legal protection.
Checklist:
- Owner name + contact details
- Tenant name + contact details
- Property address
- Lease start/end dates
- Rent amount and payment frequency
- Bond details
- Property type (house, unit, townhouse)
- Number of bedrooms/bathrooms
- Special conditions (pool, pets, strata rules)
Red flags:
- Owner/tenant withholding critical info
- Unclear lease terms
- No formal agreement in place
2. Clarify Owner or Tenant Goals & Expectations
Why this is important
Property management can mean different things to different clients.
Clear expectations prevent disputes and miscommunication.
Checklist:
- Is the client the owner, tenant, or both?
- Expectations for property condition
- Frequency of inspections
- Expectations around maintenance response
- Expectations for updates and reporting
- Owner’s investment goals (long-term rental, renovation plans, short-term maintenance control)
Examples:
- “Owner wants quarterly reports and quick maintenance action.”
- “Tenant prefers 2 weeks’ notice before routine inspections.”
Red flags:
- Owners who expect “zero wear and tear”
- Tenants who refuse reasonable inspections
- Owners who want below-market maintenance support
3. Collect Access Instructions & Property Logistics
Why this is important
Access issues cause delays, cancellation fees, compliance problems and frustrated tenants or owners.
Checklist:
- Who provides access (tenant, lockbox, building manager)
- Keys, fobs, swipe cards
- Parking instructions
- Gate codes
- Presence of pets
- Security restrictions
- Smoke alarm or safety system access
Red flags:
- Tenant unwilling to provide lawful access
- Unsafe property conditions
- Missing or non-functional keys/fobs
4. Confirm Scope of Management / What’s Included
Why this is important
Property management scope varies widely — setting clear boundaries prevents assumptions and arguments.
Checklist:
- Routine inspections
- Entry/exit inspections
- Maintenance coordination
- Rent collection
- Lease renewals
- Tribunal support (if offered)
- Reporting (photos, condition report, maintenance logs)
- Emergency maintenance process
- What is NOT included
(project management, renovations, gardening, deep cleans, pest control unless arranged)
Examples:
- “We coordinate maintenance; owner pays trades directly.”
- “Routine inspections every 3–4 months.”
Red flags:
- Owner expects 24/7 availability
- Tenant expects guaranteed same-day repairs for non-urgent issues
- Owner assumes you cover maintenance costs upfront
5. Identify Risks, Constraints & Compliance Requirements
Why this is important
Property managers must comply with tenancy laws, safety requirements and documentation standards.
Checklist:
- Local tenancy law requirements
- Notice periods for entry
- Safety compliance (smoke alarms, pool fences, electrical checks)
- Strata rules
- Maintenance history
- Past tenant issues
- Property hazards (mould, leaks, structural damage)
Red flags:
- Previous disputes not disclosed
- Serious safety hazards not addressed
- Owner unwilling to approve necessary maintenance
6. Explain Pricing & Management Fees
Why this is important
Clear pricing avoids billing disputes and ensures profitability.
Checklist:
- Management fee percentage
- Letting fee / tenancy establishment fee
- Routine inspection fees
- Admin/documentation charges
- Tribunal representation fees
- Maintenance coordination fees
- Lease renewal fee
- Urgent call-out fees
- Disbursement schedule
Examples:
- “8% management fee + $75 per inspection.”
Red flags:
- Owner wants full service at a discount
- Owner resists paying for required safety checks
7. Explain Scheduling, Inspections & Maintenance Rules
Why this is important
Predictability builds trust with tenants and owners.
Checklist:
- Routine inspection dates or cycle
- Process for arranging entry notices
- Maintenance response timeframes (urgent vs non-urgent)
- How maintenance requests are submitted
- When updates are provided
- Approval thresholds ($ amount)
Red flags:
- Owner demands approval for every small item
- Tenant delays inspection dates repeatedly
8. Explain Communication Expectations
Why this is important
You must manage expectations for communication frequency and urgency.
Checklist:
- Preferred communication channel (email, SMS)
- Response time for standard enquiries
- Urgent contact protocol
- What requires written approval
- Who receives updates (owner, tenant, both)
Red flags:
- Owner messaging at all hours
- Tenant expecting instant response to routine issues
9. Explain Payment Process (Sole + WorldPay)
Why this is important
Clean payment processes prevent arrears, delays, and conflict.
Checklist:
- Invoices for inspections, maintenance coordination, or additional services
- Payment due immediately
- Payment via WorldPay:
- Apple Pay
- Google Pay
- Card
- Direct Debit
- Owner vs tenant payment responsibilities
- Deposit or float for maintenance (optional)
Red flags:
- Owner unwilling to pay for essential maintenance
- Tenant expects to delay payments for completed work
10. Confirm Next Steps & Send Welcome Message
Why this is important
Creates professionalism and ensures all parties know what happens next.
Checklist:
- Next inspection date
- Entry notice process explained
- Maintenance request workflow confirmed
- Compliance checks scheduled
- Access instructions confirmed
- Payment process confirmed
📩 WELCOME MESSAGE (Copy & Paste)
“Hi <name>, welcome — I’m looking forward to managing <property address>.
Here’s everything confirmed for your property:
• Key details: <summary>.
• Scope of management: <what’s included>.
• Inspection schedule: <details>.
• Access requirements: <details>.
• Communication: <preferred channel + response times>.
• Payment (if applicable): via the WorldPay link in your Sole invoice (Apple Pay, Google Pay, card or Direct Debit).
If anything changes regarding access, tenants, or maintenance needs, please let me know as soon as possible.
Thank you, <Your name>.”
🤖 PROMPT A — “What Am I Missing in My Onboarding?” (Property Management)
“Act as a property management onboarding specialist.
Here’s what I’ve collected so far:
Owner/tenant details: <details>
Property description: <summary>
Scope of management: <included/not included>
Inspection cycle: <details>
Access arrangements: <details>
Compliance notes: <list>
Risks or issues: <list>
Pricing/fees: <details>
Communication rules: <details>
Payment terms: <details>
Tell me any missing questions, risks, clarifications or info required for a clean onboarding.”
🤖 PROMPT B — “Write My Onboarding Welcome Message” (Property Management)
“Write a professional, compliant welcome message for a new property management client using:Client name: <name>
Property address: <address>
Scope: <details>
Inspection schedule: <details>
Access details: <details>
Fees: <details>
Payment method: WorldPay via Sole
Tone: clear, confident and supportive.”
Frequently Asked Questions
Why is “Expectation Setting” more important than the actual contract?
While the management agreement is the legal backbone, the expectations are the day-to-day reality. If an owner expects “zero wear and tear” or a tenant expects “same-day repairs” for a leaky tap, you are set up for failure. Onboarding is your chance to define Urgent vs. Routine maintenance and what “reasonable wear and tear” looks like in 2026.
What are the “Minimum Compliance Standards” for 2026?
To safely onboard a property this year, you must verify:
- Smoke Alarms: Annual servicing and battery checks are mandatory.
- Gas & Electrical: Many Australian states now require safety checks every two years by licensed trades.
- Minimum Standards: Does the property have functioning locks, weatherproofing, and a permanent heating source? Failure to confirm these during onboarding can lead to the property being deemed “unfit for habitation.”
How do I handle “Special Conditions” like pools or pets?
With 2026 laws making it easier for tenants to have pets, your onboarding must include a Pet Agreement that specifies the tenant’s responsibility for cleaning and damage. For pools, you must sight a valid Pool Safety Certificate before any tenant moves in—without this, you are facing massive liability.
Can I charge for “Maintenance Coordination” via Sole?
Yes. Many property managers now charge a flat fee or a percentage for managing repairs. You can use Sole to invoice the owner for this service. By using the WorldPay integration, the owner can pay the fee via Apple Pay or Google Pay, keeping your cash flow separate from the rent ledger.
What is the “Red Flag” regarding access?
If a tenant or owner is cagey about providing keys or gate codes during onboarding, it’s a sign of future friction. In 2026, you should insist on digital access (codes or fobs) where possible and document these in your Sole Property Notes so you never arrive at a property you can’t enter.
How does Sole help with my “Disbursement Schedule”?
While you might manage rent through a trust account, you can use Sole to track your own business income (fees and commissions) and expenses (travel and software). This gives you an “Accountant-Ready” view of your property management business’s profitability, separate from the properties themselves.
Why should I use the AI “Onboarding Specialist” (Prompt A)?
Property laws change fast. By feeding your onboarding notes into Prompt A, the AI acts as a compliance auditor. It might catch things like: “You haven’t noted the age of the hot water system” or “Have you confirmed the window blind cords meet current child safety standards?” It’s a 30-second audit that can save a 30-day legal battle later.
How do I handle “Late Night” messages from owners?
Your onboarding guide explicitly mentions Communication Expectations. Use your welcome message to state: “I respond to all non-urgent enquiries between 9 am and 5 pm, Monday to Friday.” By establishing this boundary in Prompt B, you protect your mental health and prevent burnout.