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Document title: Cl_Tenancy_AE_CS_3of3 Page 3 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Assessment instructions Table 1 Assessment instructions Assessment details Instructions Assessment overview The objective of this assessment is to assess your knowledge and performance as would be required to establish tenant relationships in property management and manage a tenancy. Assessment Event number 3 of 3 Instructions for this assessment This is a case study assessment and will be assessing the student on their knowledge and performance skills required by of the unit. This assessment is in 3 parts and includes an assessment feedback: 1. Provide tenancy documentation 2. Manage ongoing tenancy 3. Manage additional tenant request The assessment also contains an assessment feedback form.

Document title: Cl_Tenancy_AE_CS_3of3 Page 6 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Scenario This task is designed for you to demonstrate your understanding of establishing and managing tenant relationships. Susanne Brennan (70 First Street, Wollongong) has approached Azure Beach Realty Group to find suitable tenants and take care of the ongoing management for her newly purchased property at 200 Stone Street, Wollongong NSW 2500. Susanne Brennan’s selection criteria for the tenants are as follow: • No criminal history • No bad records in previous rental history • Sufficient current income • Currently employed • Not smoking • Maximum 1 child You carry out an inspection of the property (Appendix 1) and find is a small two-bedroom weatherboard and fibro cottage with a double garage that is two kilometres from the town centre. The front yard is fully fenced. The house has new tiles, renovated kitchen and is freshly painted. You undertake a physical inspection of the property and you estimate a reasonable rent for the type of property is $580.00 per week. Susanne has authorised you to spend up to $1000 per six months on repairs and maintenance. The initial term of the tenancy is 6 months. You have received three applications from prospective tenants. Details are as follows: 1. Liam (42) and Melanie Bradman (41) have four children, aged 12, 10, 8 & 6. They spoke to the receptionist at the agency and provided their phone number as 0404556677. Tim works at the local hardware store and Tina works part-time at the bakery. They provided their current employers’ names as referee in the application

Document title: Cl_Tenancy_AE_CS_3of3 Page 9 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Part 1: Provide tenancy documentation Task 1. a. The tenants Eileen and Mary Manahan have agreed to sign a residential tenancy agreement for 6 months at $580 per week commencing on 15 th May 2020. Using the details provided in the property inspection report (Appendix 1) for Susanne’s property and the information you have received from the tenant in the scenario, complete a Residential Tenancy Agreement (pdf) for tenants Eileen and Mary Manahan according to requirements in NSW and submit it to your assessor for marking. Standard-Residential-Tenancy-Agreement-2020 - assesment 3.pdf (Command Line) b. Complete the relevant sections of the Tenancy Condition Report (pdf) (Schedule 2) by following the instructions provided on the first page of the report, for the property you live in according to requirements in NSW and submit it to your assessor for marking. You must ensure to document and comment on any health issues, communication facilities, and water efficiency devices in the form. Task 2. According to the Residential Tenancies Regulation 2019 Schedule 1 Standard Form Agreement (Clause 4(1)), the tenant must be given an information statement about their rights and responsibilities published by NSW Fair Trading.

Document title: Cl_Tenancy_AE_CS_3of3 Page 12 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Dear Ms Manahan Congratulations again as being approved as the new tenant at 200 Stone Street, Wollongong Nsw, 2500, we can confirm receipt of your 1 weeks rent holding deposit. The agreed term of your lease is 6 months at $580 per week. We have set up an appointment to collect your keys at 1pm 10 th May 2020 at our office. Please find attached the following documents for your perusal: 1. Tenant Information Statement 2. Rental Bonds Online Information 3. Copy of the Keys 4. Residential Tenancy Agreement 5. Premises Condition Report Please find below a list of Property Management staff that can assist with any queries you have during your tenancy. • Rental Payments = Jack Mansour (Trust Account Manager) • Repairs & Maintenance = David Mathews (Property Manager) • Complaints =Ellen Chu Senior (Property Manager) • Property Inspections =David Mathews (Property Manager) Please do not hesitate to contact me if you have any queries about the above. Kind Regards, Ellen Chu senior property Manager Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 15 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Tradesperson Answer YES or NO Brown’s Electrical No Pittman Plumbing & Gas yes Simpson Handyman Services no Platinum Antenna Services no John’s Plumbing, Drainage & Gas Services yes ABC Plumbing & Gas Services yes HouseProud Cleaning no

Document title: Cl_Tenancy_AE_CS_3of3 Page 18 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Dear We have received the invoice from (ABC Plumbing and handy man) for the recent repairs completed at your property. Please confirm that all of the issues listed below have been rectified to a satisfactory standard. The following maintenance and repairs issues hve been completed. (Burst Tap Gas Oven not working. Light not working. Gas fire Not working . Cracked tile on the wall of the Bathroom Kind Regards, Ellen Chu Property manager Azure Beach Realty Group 4. a) From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to a landlord informing them about the repairs recently completed. EMAIL TEMPLATE DATE: 26/06/2021 TO: Zusanne@bigpond.com.au FROM: Ellen Chu

Document title: Cl_Tenancy_AE_CS_3of3 Page 21 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: SUBJECT: Recommendations for Improvements at 200 Stone st Wollongong nsw ATTACHMENT/S: Dear Our team at Azure Beach Realty Group have come up with a list of recommendations to maximise your return on your property. These repairs have been spaced out over the course of a year to spread the cost out. Smoke alarms should be tested/replaced annually at a cost of $100 hot water system Velve should be check/replaced annually at a cost $200 Carpet cleaning should be done annually at cost of $200 Air conditioner services should be done annually at cost of $300 Please confirm if these recommendations are to your liking and if you agree to have these put in place for future repairs and maintenance at your property. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group 3. From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to a tenant informing them for the required maintenance activities. EMAIL TEMPLATE DATE: 30/06/2021 TO: Manahan@optusnet.com.au

Document title: Cl_Tenancy_AE_CS_3of3 Page 22 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: FROM: Ellen Chu SUBJECT: Proposed Maintenance at 200 stone st Wollongong nsw ATTACHMENT/S: Dear Eileen and Mary I have detailed below a list of future proposed maintenance to your property at 200 stone st Wollongong . items approximate dates of completion) Smoke alarm service 18/05/2020 Air Conditioner 15/11/2020 Hot water System 15/05/2021 If you have any concerns or questions, please do not hesitate to contact our office. Kind Regards, Ellen Chu Property Manager Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 23 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: 4. Assume that your recommendations have all been approved by the landlord. Complete the following maintenance schedule for monitoring agreed maintenance activities. Description of the repair Allocated tradesperson Licence Number Proposed start date Proposed completion date Inspection undertaken Smoke alarm service Inspector detector 123456 18/05/2020 18/05/2020 Y Air Conditioner machanic Frosty Air conditioner H474639 15/11/2020 15/11/2020 N Hot water System check ABC Plumbing 759345k 15/05/2021 15/05/2021 Y Gutter cleaning check Jackson handyman T687957 20/05/2020 20/05/2020 Y Property Details: Landlord/s Name:

Document title: Cl_Tenancy_AE_CS_3of3 Page 24 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Part 3: Manage tenant compliance Task 1 After residing in the property for 3 months, Eileen and Mary fall 1 week (7 days) behind in their rent. After calling them many times you receive an email from Mary explaining that Eileen has passed away and that due to the funeral expenses, she is unable to pay the current arrears (7 days) until she has received Eileen’s insurance at the end of the month but is happy to pay $100 extra per week. Respond to this issue that may affect tenancy terms and conditions by following the ABRG Procedures for managing rental arrears . 1. Analyse this request from tenant/s against tenancy terms and conditions and explain tenant’s responsibilities in the space below. The tenant is responsible for the payment of the rent on time, according with the lease. This is set out in the residential tenancy agreement. They are currently 7 days behind, the tenant should pay or set up a payment plan with the landlord. Otherwise the landlord will send out a eviction not 2. a) From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to a landlord informing them about the tenant’s arrears proposal and explain to them the best course of action. EMAIL TEMPLATE DATE: 20/08/2020 TO: Zussan@optusnet.com FROM: Ellen Chu- property manager SUBJECT: Arrears at 200 Stone st

Document title: Cl_Tenancy_AE_CS_3of3 Page 25 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: ATTACHMENT/S: Payment plan Dear Susan Your tenant who resides at 200 Stone St Wollongong, NSW,has fallen into arrears by 7 days. The tenant has proposed a payment instalment program to catch back up with an extra $100 per week. You are under no legal obligation to accept this offer however we recommend that this course is action is the best in ensuring that the rent arrears issue is resolved. The tenant has demonstrated good will in their open communication about their late rent and willingness to rectify it. Please let me know if you are happy for us to proceed with the above proposal or if you would like to discuss this with us further. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 26 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: b) You received the following written instructions from the landlord. Yo u are now required to record a file note in the space below specifying the landlord’s instructions . Hi, Date: 20/08/2020 Thank you for your email informing me about the tenant’s request. Taking into account your explanations, I approve the extra payment of $100 per week. Please action it accordingly and inform me if any issues. Regards, XXX YYYY FILE NOTE Email sent to the landlord advising about the tenant falling in rent arrears and the tenant proposing installment plan to catch up Landkord accepted the tenants request for the installment. 3. Assume that the tenant is happy that their request has been approved. Prepare and complete a schedule in a table format for monitoring the agreed payments when they are due and are made as scheduled. The tenant should start paying an extra $100 starting from 23/08/2020. Week Agreed payment Date due Total $100 23/08/2020 $100 $100 30/08/2020 $200 $100 06/09/2023 $300 $100 13/09/2020 $400 100 19/09/2020 $500 25/09/2020 $580

Document title: Cl_Tenancy_AE_CS_3of3 Page 27 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: 4. a) From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to Mary advising her of the outcome of the arrears payment program proposal. EMAIL TEMPLATE DATE: 10/08/2020 TO: Marymanahan@optusnet.com FROM: Ellen Chu Property manager SUBJECT: Agreed rental payment program ATTACHMENT/S: Dear The landlord has approved of your request to catch the outstanding rent up via a payment program as set out below: 100/week Please let us know if you have any queries regarding the above and we look forward to receiving your extra payment shortly. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group b) Then record a file note documenting the communication with the tenant. 21/08/2020 ive spoke to the owner and advised the the payment plan is now in place with the tenant. Send confirmation email to the landlord.

Document title: Cl_Tenancy_AE_CS_3of3 Page 28 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME:

Document title: Cl_Tenancy_AE_CS_3of3 Page 29 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Task 2 Important notes for Task 2: • ABRG uses a standard Residential Tenancy Agreement (pdf) published by NSW Fair Trading for all tenancy agreements and both the tenant and the landlord are bound by the conditions listed in this form. • It is ABRG’s policy to communicate through email where written notification is required. • Scenario: Tenant: Barbara Field ( barabaf@googlemail.com ), Landlord: Sarah Picton ( sarah.picton3@hotmail.com ), Property: 20 Clyde Street, Golden Gate 1. Part of your role is to manage tenant compliance with the tenancy agreement. On 14/12/2019 you printed out a rent payment record from the client database (Appendix 2) for the tenant Barbara Field. a. Identify any rental arrears that are apparent in the report, consider that today’s date is 15/12/2019 , what is the course of action specified in the ABRG Procedures for Managing Rental arrears . • The rent of $ 650 was due on 14/12/2019. • It was not paid on the due date • As the rent is in areas for 1 day. The following up next day is required • This can be done by phoning or sending an email to the tenant b. It is now 21/12/2019, and you checked the rent payment report and discovered that Barbara Field has not paid the rent. i. Record a file note explaining the breach of tenancy agreement by Barbara Field. Provide & what action needs to be taken. File note : 21/12/19 I spoke to the tenant and advised the rent is seriously in arears. I advised her that if the arrears exceed 14 days a termination notice will issued. I emphasised the importance for her to maintaina good tenant ledger for future applications

Document title: Cl_Tenancy_AE_CS_3of3 Page 30 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: 21/12/2019 Ive emailed the landlord advising of an action I have taken against the tenant.

Document title: Cl_Tenancy_AE_CS_3of3 Page 31 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: ii. From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to Sarah Picton to advise her of the identified rent arrears breach of tenancy agreement. EMAIL TEMPLATE DATE: 21/12/2020 TO: sarah.picton3@hotmail.com FROM: Ellen Chu SUBJECT: Rental Arrears- 20 Clyde Street, Golden Gate ATTACHMENT/S: Tenancy Ledger Dear Sarah Your tenant currently residing at 20 clyde st, Golden gate, has fallen into arrears by 14 days. As per our agency procedures, we have already contacted the tenant by email regarding their rent arrears and have made several phone calls. The tenant has advised she will catch up and pay the full amount int the coming days. We have attached a tenancy ledger for your reference. We will continue to follow up on this matter and will keep you informed. Kind Regards, Ellen Chu Property Manager. Azure Beach Realty Group 2. You are now required to negotiate to resolve the breach of tenancy agreement. From the Student Resources email templates (Appendix 4) identify the appropriate email

Document title: Cl_Tenancy_AE_CS_3of3 Page 32 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: template that an agent could send to both the landlord and the tenant attempting to negotiate where both sides will need to agree. EMAIL TEMPLATE DATE: 21/12/2020 TO: barabaf@googlemail.com FROM: Ellen Chu- property manager SUBJECT: Rent Arrears- 20 Clyde St, Golden Gate ATTACHMENT/S: Tenancy Ledger Dear We would like to advise that as per the attached Tenancy Ledger, your rent is now 14 days in arrears. There are two options for the payment of the rent arrears: 1. A payment plan – such as an extra $100 a week for 5 weeks. 2. The $580 payment in one transaction If your rent arrears reaches 14 days, the landlord can legally terminate your tenancy. Please confirm which payment option you would like to proceed with. If you like to discuss this further, please do not hesitate to contact our office. Kind Regards, Ellen Chu Property Manager Azure Beach Realty Group EMAIL TEMPLATE DATE: 21/12/2020

Document title: Cl_Tenancy_AE_CS_3of3 Page 33 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: TO: Susan@optusnet.com FROM: Ellen Chu SUBJECT: Rent Arrears- 20 Clyde St, Golden Gate ATTACHMENT/S: Tenancy Ledger Dear Sarah We would like to advise that as per the attached Tenancy Ledger, the rent at the above property is now 14 days in arrears. There are two options for the tenant to rectify this, which are: 1. A payment plan – such as an extra $100 a week for 5 weeks. 2. The $580 payment in one transaction If the rent arrears reaches 14 days, you can legally terminate the tenancy. We have suggested both options to your tenant and will advise which one they prefer. If you like to discuss this further, please do not hesitate to contact our office. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group 3. It is now 28/12/2019, the tenant informed you that they cannot pay the full rent and the landlord advised you that they won’t accept any resolution apart from the full payment. Unfortunately, the resolution of breach cannot be reached. The landlord informed you that you can initiate appropriate actions for breach of agreement in accordance with legislative requirements. Complete the Notice to

Document title: Cl_Tenancy_AE_CS_3of3 Page 34 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: terminate tenancy agreement (pdf) considering the required notice period and submit it to your assessor for marking. 4. In a file note document all communication you undertook in Task 2 with tenant and landlord regarding compliance. FILE NOTE 28/12/2019 – I have hand delivered a termination notice to the tenant for a breach of the tenancy agreement as they are 14 days in rent arrears. the tenant has to vacate the property by 11/01/2020 unless they catch up with the rent. 28/12/2019 Ive have emailed the landlord advising the action I have taken against the tenant for the rent being in arrears which is a beach of the tenancy agreement.

Document title: Cl_Tenancy_AE_CS_3of3 Page 35 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: TASK 3 Scenario Tenant: Patricia Gollman (patricia@gollman.com.au) Landlord: Raymond Dimark (ray@dimark.com) Property: 34 Redman Street, Sydney Lease Expiry Date: 9 th November, 2019 Current Rent Amount: $875.00 per week 1. Determine a schedule for tenancy renewals according to ABRG procedures for rent review and renewal of Residential Tenancy Agreement. The current agreement is due to expire on 9 th November 2019. Alert for scheduling Lease renewal The lease for Property: 34 Redman st , Sydney is expiring 09/11/2019. 05/08/2019 Contact the landlord Raymond Dimark via ray@dimark.com and discuss the direction they wish to take regarding lease renewal or termination. On the 09/08/2010, Send a notice of Renewal Letter to the tenant Patricia Gollman via email at patricia@gollman.com.au 2. From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to the landlord with the advantages and disadvantages of: • Rental increase • Tenancy renewal EMAIL TEMPLATE

Document title: Cl_Tenancy_AE_CS_3of3 Page 36 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: DATE: 05/08/2019 TO: ray@dimark.com FROM: Ellen Chu – property manager SUBJECT: Rental Increase and Tenancy Renewal ATTACHMENT/S:

Document title: Cl_Tenancy_AE_CS_3of3 Page 37 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Dear Raymond Your lease at 34 Redman st, Sydney is due to expire on the 09/11/2019 . Prior to its expiration, it would be helpful to know the advantages and disadvantages of rental increases, and tenancy renewal. Tenancy Renewal Advantages: - Landlord’s rent default insurance is valid - Assurance to landlord - Can increase the rent annually - Tenant has guaranteed period of tenancy - Tenant has to pay break fee if they want to leave early Disadvantages: - Can’t ask tenant to vacate until end of fixed term - Can’t increase the rent until end of fixed term Rental Increase Advantages: - Small increases more frequently are less likely to make a tenant vacate - Keeps rent up to or as close to market rent as possible - Maximise the rental return Disadvantages: - Increase too high and the tenant might vacate - Increase too often and the tenant might vacate - If the tenants vacate you would need to pay re-letting fees and will most likely have a vacancy period This information will hopefully help you come to a conclusion on how you would like to proceed. Please respond with what actions you would like to undertake. Please do not hesitate to contact me with any queries or concerns. Kind Regards,

Document title: Cl_Tenancy_AE_CS_3of3 Page 38 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Ellen Chu Property Manager Azure Beach Realty Group 3. Assume that under the current economic conditions, the high inflation rates adversely affect the cost of maintenance expenses for the subject property. a) You are required to conduct and document rent review according to the ABRG Procedures for renewal of tenancy agreement . The following comparable properties have recently leased in the area which are comparable to 34 Redman Street, Sydney: • 22 James Street, Sydney leased in July 2019 for $880.00 per week • 68 Harquin Street, Sydney leased in August 2019 for $890.00 per week • 26 Pacific Parade, Sydney leased in July 2019 for $875 per week • 10 Kirra Road, Sydney leased in August 2019 for $895 per week Provide the checklist to your assessor for marking. Renewal procedures.docx b) Apply procedures to amend rent according to legislative requirements and ABRG procedures for renewal of tenancy agreement. Complete the Notice of Rent Increase form and provide it to your assessor for marking.

Document title: Cl_Tenancy_AE_CS_3of3 Page 39 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: 4. a) From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to the tenant informing them about the landlord’s intention to renew the tenancy for a further 12 months with a rent increase (as per Question 3b above). b) Assume that the tenant informed you that he is happy to renew tenancy, however, can only afford to pay an increase of half of the suggested amount due financial hardship. From the Student Resources email templates (Appendix 4) identify the appropriate email template that an agent could send to the landlord about the tenant’s offer and ask if they are happy to negotiate the increase.

Document title: Cl_Tenancy_AE_CS_3of3 Page 40 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME:

Document title: Cl_Tenancy_AE_CS_3of3 Page 41 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Appendix 1

Document title: Cl_Tenancy_AE_CS_3of3 Page 42 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME:

Document title: Cl_Tenancy_AE_CS_3of3 Page 43 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Appendix 2 Rent payment database/records

Document title: Cl_Tenancy_AE_CS_3of3 Page 44 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Appendix 3

Document title: Cl_Tenancy_AE_CS_3of3 Page 45 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Appendix 4 – Email Templates 1 – 21 Email Template 1 – Responding to a new tenant enquiry EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: (Insert property address) ATTACHMENT/S: Dear Thank you for your enquiry about (insert property address) . (Insert details of property they are enquiring about) If you would like to provide us with more details about your property requirements, we can help you find you a property that meets your needs. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 46 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 2 – Prospective tenants more information including Application Form EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: ATTACHMENT/S: ABRG Tenancy Application Form Dear Thank you for your enquiry into (insert property address) . (Insert further details of property they are enquiring about) The next open for inspection is scheduled for (insert date and time), if you would like to inspect the property. I have attached the Tenancy Application Form should you be interested in the property and want to move forward with the rental process. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 47 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 3 – Tenancy reference request EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: ATTACHMENT/S: Dear (Insert name of prospective tenants) have applied for a property through our office and listed you as a referee. As their previous landlord, we would appreciate it, if you could answer these questions about your experience with them as tenants. 1. Was rent paid on time? 2. How did they manage the property whilst they occupied it? 3. How easy was the communication with the tenant? 4. Was the tenant ever terminated? If so, why? 5. Was the bond returned in full? If no, why? 6. Would you rent to this tenant again? If no, why? Thank you for your time! Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 48 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 4 – New applicant/s – details to landlord for approval EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: ATTACHMENT/S: Dear We have received (insert number of applications) applications for your property at (Insert property address). The details are: 1. Applicant 1 (Insert details about applicant/s). 2. Applicant 2 (Insert details about applicant/s). 3. Applicant 3 (Insert details about applicant/s). It is my recommendation that Applicant (Insert number) is the most suitable for your property, (Insert reasons why) . Please confirm you are happy to proceed with Applicant (Insert number) as the new tenant/s for your property or if you have any queries we can assist with before making your final decision. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 49 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 5 – New tenant – Entry costs & payment requirements EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Entry Costs and Payment Requirements ATTACHMENT/S: Dear Congratulations on being approved as the new tenant at (Insert property address). A holding deposit of one week’s rent ($ insert amount ) will secure the property for you and is payable now, it is non-refundable. It will be taken off market once this deposit has been received. The holding deposit will form part of the first fortnightly payment. A bond of 4 weeks rent ($ insert amount ) will be directly lodged to the Rental Bonds online. Depending on the payment method, it may take up to 3 days to notify us that the bond has been paid. We require tenants to pay fortnightly rent in advance with the first payment due prior to your lease commencement date. The balance of the first payment due will take into account the holding deposit already paid (Balance of $ insert amount remaining). Once all of the above funds have been paid and the legal documents executed, the keys to the property will then be released to you. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 50 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 6 – New tenant – Sending out legal documents EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Tenancy Approved ATTACHMENT/S: Tenant Information Statement, Rental Bonds Online Information, Copy of the keys, Residential Tenancy Agreement, Premises Condition Report and Strata By laws

Document title: Cl_Tenancy_AE_CS_3of3 Page 51 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Dear Congratulations again as being approved as the new tenant at ( insert property address ), we can confirm receipt of your 1 weeks rent holding deposit. The agreed term of your lease is ( insert number ) months at $( insert rent amount ) per week. We have set up an appointment to collect your keys at (insert date and time) at our office. Please find attached the following documents for your perusal: 6. Tenant Information Statement 7. Rental Bonds Online Information 8. Copy of the Keys 9. Residential Tenancy Agreement 10. Premises Condition Report 11. Strata By laws Please find below a list of Property Management staff that can assist with any queries you have during your tenancy. • Rental Payments = Trust Account Manager • Repairs & Maintenance = Property Manager • Complaints = Senior Property Manager • Property Inspections = Property Manager Please do not hesitate to contact me if you have any queries about the above. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 52 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 7 – Routine Inspection Report to landlord EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Routine Property Inspection Report & Maintenance Requirements ATTACHMENT/S: Routine Property Inspection Report Dear The inspection at your property ( insert property address ), took place today. I have attached a copy of the report for your information. The tenants have kept the property in (insert condition of property) . The following maintenance items were observed which are included in the report, please advise your instructions regarding these matters: (Insert maintenance items) We look forward to hearing back from you shortly and please let us know should you require any further information. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 53 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 8 – Repair requests to landlord seeking instructions EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Repair Requests ATTACHMENT/S: Dear Your tenant/s at (insert property address) have advised us of the following repair requests: (Insert repair requests as listed by the tenant) We have determined the priority of the items and believe they need to be attended to in the following order: (Insert repairs in order of priority) Please advise us on how you would like to proceed and if you have any preferred tradespeople you would like us to use. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 54 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 9 – Notify tradesperson of repair/quote request EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Repair/Quote Request ATTACHMENT/S: Dear Please advise your availability to complete the following job request: (insert details of the job) The Property details are: - Address: (insert address) - Tenant: (insert tenants name) - Tenant contact details: (insert tenants contact details) - Budget: (insert agreed budget amount) - Access arrangements: (insert access arrangements) Please let us know should you require any further information, and we look forward to hearing back from you shortly about your availability. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 55 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 10 – Tenant confirmation of repairs/maintenance completion EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Confirmation of the repair job completion ATTACHMENT/S: Dear We have received the invoice from (insert name of tradesperson) for the recent repairs completed at your property. Please confirm that all of the issues listed below have been rectified to a satisfactory standard. (List the repairs/maintenance issues completed) Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 56 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 11 – Landlord confirmation of repairs/maintenance completion EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Repairs completed at (insert property address) ATTACHMENT/S: (Insert Invoice) Dear The repairs at your property above were recently completed by (insert tradesperson name) . The tenants have confirmed that the repairs have been completed to a satisfactory standard. I have attached a copy of the invoice for your information. We will proceed with payment of the invoice later this month from the rent held. Should you have any queries please do not hesitate to contact us. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 57 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 12 – Recommendation and improvements recommended to landlord EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: Recommendations for Improvements at (insert property address) ATTACHMENT/S: Dear Our team at Azure Beach Realty Group have come up with a list of recommendations to maximise your return on your property. These repairs have been spaced out over the course of a year to spread the cost out. (insert recommendation 1) Budget and Timeline: (insert budget and timeline) (insert recommendation 2) Budget and Timeline: (insert budget and timeline) (insert recommendation 3) Budget and Timeline: (insert budget and timeline) Please confirm if these recommendations are to your liking and if you agree to have these put in place for future repairs and maintenance at your property. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 58 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 13 – Informing tenant of upcoming maintenance activities EMAIL TEMPLATE DATE: TO: FROM: SUBJECT: ATTACHMENT/S: Dear I have detailed below a list of future proposed maintenance to your property at (insert property address). (insert proposed items and approximate dates of completion) If you have any concerns or questions, please do not hesitate to contact our office. Kind Regards, (Staff name) (Staff Title) Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 59 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 14 – Advise landlord of arrears and payment plan EMAIL TEMPLATE DATE: 10/08/2020 TO: Zussan@optusnet.com FROM: Ellen Chu- property manager SUBJECT: Arrears at 200 Stone st ATTACHMENT/S: Payment plan Dear Susan Your tenant who resides at 200 Stone St Wollongong, NSW,has fallen into arrears by 7 days. The tenant has proposed a payment instalment program to catch back up with an extra $100 per week. You are under no legal obligation to accept this offer however we recommend that this course is action is the best in ensuring that the rent arrears issue is resolved. The tenant has demonstrated good will in their open communication about their late rent and willingness to rectify it. Please let me know if you are happy for us to proceed with the above proposal or if you would like to discuss this with us further. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 60 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 15 – Advise tenant of arrears payment plan approval EMAIL TEMPLATE DATE: 10/08/2020 TO: Marymanahan@optusnet.com FROM: Ellen Chu Property manager SUBJECT: Agreed rental payment program ATTACHMENT/S: Dear The landlord has approved of your request to catch the outstanding rent up via a payment program as set out below: 100/week Please let us know if you have any queries regarding the above and we look forward to receiving your extra payment shortly. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 61 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 16 – Advise landlord of rental arrears EMAIL TEMPLATE DATE: 21/12/2020 TO: sarah.picton3@hotmail.com FROM: Ellen Chu SUBJECT: Rental Arrears- 20 Clyde Street, Golden Gate ATTACHMENT/S: Tenancy Ledger Dear Sarah Your tenant currently residing at 20 clyde st, Golden gate, has fallen into arrears by 14 days. As per our agency procedures, we have already contacted the tenant by email regarding their rent arrears and have made several phone calls. The tenant has advised she will catch up and pay the full amount int the coming days. We have attached a tenancy ledger for your reference. We will continue to follow up on this matter and will keep you informed. Kind Regards, Ellen Chu Property Manager. Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 62 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 17 – Advise tenant about rental arrears and negotiate outcome EMAIL TEMPLATE DATE: 21/12/2020 TO: barabaf@googlemail.com FROM: Ellen Chu- property manager SUBJECT: Rent Arrears- 20 Clyde St, Golden Gate ATTACHMENT/S: Tenancy Ledger Dear We would like to advise that as per the attached Tenancy Ledger, your rent is now 14 days in arrears. There are two options for the payment of the rent arrears: 3. A payment plan – such as an extra $100 a week for 5 weeks. 4. The $580 payment in one transaction If your rent arrears reaches 14 days, the landlord can legally terminate your tenancy. Please confirm which payment option you would like to proceed with. If you like to discuss this further, please do not hesitate to contact our office. Kind Regards, Ellen Chu Property Manager Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 63 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Email Template 18 – Advise landlord about rental arrears and negotiate outcome EMAIL TEMPLATE DATE: 21/12/2020 TO: Susan@optusnet.com FROM: Ellen Chu SUBJECT: Rent Arrears- 20 Clyde St, Golden Gate ATTACHMENT/S: Tenancy Ledger Dear Sarah We would like to advise that as per the attached Tenancy Ledger, the rent at the above property is now 14 days in arrears. There are two options for the tenant to rectify this, which are: 3. A payment plan – such as an extra $100 a week for 5 weeks. 4. The $580 payment in one transaction If the rent arrears reaches 14 days, you can legally terminate the tenancy. We have suggested both options to your tenant and will advise which one they prefer. If you like to discuss this further, please do not hesitate to contact our office. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group Email Template 19 – Advise landlord of advantages and disadvantages of rent increase and tenancy renewal

Document title: Cl_Tenancy_AE_CS_3of3 Page 64 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: EMAIL TEMPLATE DATE: 05/10/2019 TO: ray@dimark.com FROM: Ellen Chu – property manager SUBJECT: Rental Increase and Tenancy Renewal ATTACHMENT/S:

Document title: Cl_Tenancy_AE_CS_3of3 Page 65 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Dear Raymond Your lease at 34 Redman st, Sydney is due to expire on the 09/11/2019 . Prior to its expiration, it would be helpful to know the advantages and disadvantages of rental increases, and tenancy renewal. Tenancy Renewal Advantages: - Landlord’s rent default insurance is valid - Assurance to landlord - Can increase the rent annually - Tenant has guaranteed period of tenancy - Tenant has to pay break fee if they want to leave early Disadvantages: - Can’t ask tenant to vacate until end of fixed term - Can’t increase the rent until end of fixed term Rental Increase Advantages: - Small increases more frequently are less likely to make a tenant vacate - Keeps rent up to or as close to market rent as possible - Maximise the rental return Disadvantages: - Increase too high and the tenant might vacate - Increase too often and the tenant might vacate - If the tenants vacate you would need to pay re-letting fees and will most likely have a vacancy period This information will hopefully help you come to a conclusion on how you would like to proceed. Please respond with what actions you would like to undertake. Please do not hesitate to contact me with any queries or concerns. Kind Regards,

Document title: Cl_Tenancy_AE_CS_3of3 Page 66 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Ellen Chu Property Manager Azure Beach Realty Group Email Template 20 – Advise tenant of Lease Renewal and Rent Increase EMAIL TEMPLATE DATE: 20/08/2019 TO: Patricia@gollman.com FROM: Ellen Chu – Property manager SUBJECT: Lease Renewal & Rental Increase at 34 Redman st, Sydney ATTACHMENT/S: Rent Increase Notice

Document title: Cl_Tenancy_AE_CS_3of3 Page 67 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Dear Mary We write regarding your upcoming lease expiry on 09/11/2019 The landlord appreciates your excellent conduct as a tenant and after conducting a market review, the landlord has agreed to keep the rent under market rate. There will be a small increase on the rent to $885 per week for a fixed term of 12 months. Please find attached the formal Rental Increase Notice informing you that the rent will increase from the 09 /11/2019. Please advise as soon as possible if you are happy to sign the lease renewal and please do not hesitate to contact our office if you have any questions. Kind Regards, Ellen Chu Property Manger Azure Beach Realty Group Email Template 21 – Advise landlord of rent offer from tenant EMAIL TEMPLATE DATE: 21/11/2019 TO: ray@dimark.com FROM: Ellen Chu – property Manager SUBJECT: Proposed Rental Increase at 34 Redman st, Sydney ATTACHMENT/S:

Document title: Cl_Tenancy_AE_CS_3of3 Page 68 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Dear Ray Your tenant at the above property has responded to our correspondence regarding the rent increasing. The tenant has advised they would like to negotiate the proposed amount due to the following reasons: Financial hardship. The tenant has offered to pay $880 per week on the proposed lease renewal. Please let me know your instructions regarding this offer or if you would like to discuss this with us further before making a final decision. Kind Regards, Ellen Chu Property manager Azure Beach Realty Group

Document title: Cl_Tenancy_AE_CS_3of3 Page 69 of 69 Resource ID: TBS_19_001_Cl_Tenancy_AE_CS_3of3 STUDENT NAME: Assessment feedback NOTE: If you are submitting through an online learning platform, the assessor will give you feedback via the platform. Assessment outcome ☒ Satisfactory ☐ Unsatisfactory Assessor feedback ☒ Are you assured that the evidence presented for assessment is the student’s own work? ☒ Was the assessment event successfully completed? ☐ If no, was the resubmission/re-assessment successfully completed? ☐ Was a reasonable adjustment in place for this assessment event? If yes, ensure it is detailed on the assessment document. Comments: Good work Abdiaziz. You have now completed this assessment task to a satisfactory level and are now competent in this assessment Assessor name and date: Gary Armishaw 20/01/2023 NOTE: Make sure you add your name to the footer so it appears at the bottom of each page.

NOTICE OF RENT INCREASE Address: © ADL Software - ALL RIGHTS RESERVED Increased Rent: per Payable From: AUNSWREPM018 v2.4 (Page 1 of 1) Date: Landlord/Landlord's Agent: Residential Tenancies Act 2010 (the Act) Section 41 This notice is to be given by the Landlord/Landlord's Agent to the Tenant of the Premises to notify the Tenant of a rent increase. The notice must be given at least 60 days before the day on which the increased rent is payable. Tenant/s Names and Address: TO THE TENANT/S (Names of Tenants to whom this notice is being served) Name/s: IN RESPECT OF THE PREMISES NOTICE GIVEN BY LANDLORD / LANDLORD'S AGENT Address: ABN: Email: Phone: Mobile: RENT INCREASE SERVICE OF NOTICE This notice is delivered to the Tenant by: (mark one only) Date Notice was Served: (if served by post see Note (2) below) NOTES (1) This form must be used whenever there is an increase in the rent except for a fixed term of less than 2 years where the Agreement specifies the date on which, and the amount by which, the rent will be increased. (2) If this notice is being served by post at least seven (7) business days should be added to the amount of notice, to ensure that the 60 days notice period is taken from when the Tenant receives the notice by post. (3) The rent may only be increased in compliance with the provisions of the Tenancy Agreement and subject to the Residential Tenancies Act 2010 . (4) If the Tenant considers the proposed rent increase as excessive, application may be made to the Tribunal. (Section 44 of the Act) SIGNATURE Landlord: Landlord's Agent: Person Giving Notice: Other: Post Hand Email / / / 27 DAISY STREET SYDNEY NSW 2000 SOPHIE O'CONNELL SOPHIE O'CONNELL DEREK JONES TAFE NSW T/as Azure Beach Realty Group 27 DAISY STREET SYDNEY NSW 2000 144 Symons Road, Azure Beach NSW 2100 79879390 (02) 4227 9688 NATASA NOVAKOVIC 0491000000 10/11/2010 15/08/2019 info@abrg.com.au 15/08/2019 week fortnight month calendar month

under the Residential Tenancies Act 2010 (name of tenant/s) (insert date on which tenant is required to vacate premises) section 110 (tick appropriate box to indicate the grounds/reason and complete details as required) (Section 84) (Section 85) Section 86) impacted by COVID-19 and accrued arrears during the moratorium period 1 - Section 88) Section 88) Section 87) (Section 108) (Section 109)

(signature of landlord or agent) (date delivered/posted/emailed) Name of landlord/agent…………………………………………………………………………………. Contact phone number of landlord/agent……………………………………………………………...