condo-master tenant management

TENANT MANAGEMENT

Comet Catcher Sdn Bhd (1026543-P) 72-268 Arena Curve

Jalan Mahsuri, 11950 Bayan Baru Penang, Malaysia

Copyright © 2020 Comet Catcher Sdn Bhd All rights reserved

1st Edition Dec 2020

Condo Master Quick Guide – Tenant Management

Tenant management is a challenge for many property managers. However, it is an area that cannot be neglected. The hardest part is collecting the tenant information from either the owner, or from the tenants themselves. There are usually two problems: 1) Unwillingness of the owner/tenant to provide the information to the management 2) The management admin staff does not update the tenant information into the system

To start having good tenant management, the management team needs to solve these two main problems. First and foremost, you need to establish an End-to-End process for tenant management. You need to funnel all owners/tenants into a process checkpoint. Some sites already an SOP in place to collect Move In/Move Out charges. Others have a security SOP to requires some permission slips for Moving In/Moving Out. This is a good checkpoint. Whenever someone applies to Move In/Move Out, the management must let that person fill in a form, and then update the information into the system immediately. Secondly, after you have the created E2E process for your team, you need to ensure it is followed. This shows your leadership and management skill. Do not expect your team to follow the process because old habits are hard to change. If they have been neglecting tenant management, they will continue to ignore it unless you regularly check on their work. Do not just take their word for it. Look at the tenant data in the system. If it’s still empty, or mostly empty, then you still have a problem to resolve with your team.

Section 1: Introduction

Introduction


End-to-End Process Flow

Section 2: E2E Process Flow

1 week before Moving In Tenant registers at management office

MOVING IN

Fill in: • Moving In Form • Tenant Registration Form • Condo Master User Registration Form Attach: • Tenancy agreement Pay: Moving In Deposit

On Moving In Day Tenant show Moving In Form to Security Guard Post

Security Manager ensures the Moving In form is valid. Register the movers at the guard post Monitors the movers to ensure they use the service lifts and do not damage common areas

Tenant request for refund of Moving In Deposit

Management confirms that the Tenant has moved in and no damage to common area. Follow refund procedure.

Management register tenant into Condo Master

Management key in the tenant details into the system immediately.


Section 2: E2E Process Flow

1 week before Moving Out Tenant registers at management office

MOVING OUT

Fill in: • Moving Out Form Pay: Moving Out Deposit

On Moving Out Day Tenant show Moving In Form to Security Guard Post

Security Manager ensures the Moving Out form is valid. Register the movers at the guard post Monitors the movers to ensure they use the service lifts and do not damage common areas

Tenant request for refund of Moving Out Deposit

Management confirms that the Tenant has moved out and no damage to common area. Follow refund procedure.

Management updates tenancy End Date in Condo Master

Management update tenancy END DATE in the system immediately.

End-to-End Process Flow

WATER BILLING

Another good opportunity to obtain the tenant information is when the Owner, or the Tenant requests for the water bill to be billed to the Tenant’s name.

Tenant registers at management office

Fill in: • Tenant Registration Form Attach: • Tenancy agreement

Management register tenant into Condo Master

Management update tenant details into the system immediately.

Block any user accounts Management to block any user accounts for this ex-tenant


Add Tenant Record

Then click “Done” to save

Create a new Tenant Record

• The name of the shop. (Only applies to retail rentals)

E.g. Starbucks • Leave this blank

for residential or office tenants

The company who is renting the shop E.g. Berjaya Starbucks Coffee Sdn Bhd

Empty the End Date, key in when the tenant moves out

Click here to Add more tenant for same Unit

Tick this to let tenant receive e-billing for utilities

Click here to Add more Vehicle data

Click here to Remove this box

Section 2: Tenant Data Management


Register Tenant User Accounts

Section 2: Tenant Data Management

Fill in information and click “Register User”. The Tenant will received an email from the system with instructions how to login and a link to the User Guide.

Make sure the “Tenant Name” And the “Link to Tenant” Name is same

Choose Tenant Role

BEFORE you create a tenant user account, please make sure to record the Tenant details into the system first.

Tenants can now login to make e-Payment in Condo Master. In the E-Payment page, the tenant can see their own bills only. They cannot view the Owner’s data.

Admin Panel > User > Register new user

condo-master tenant management

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