Welcome to the post-settlement module of the Property Acquisitions Playbook! This guide covers the key steps to wrap up purchases successfully: securing Google reviews, managing rental campaigns to get properties tenanted, and making smart cosmetic improvements to boost appeal. You'll find practical tips for managing client expectations, working with property managers, and maintaining top performance. With clear steps, templates, scripts, and best practices, this module makes it easy to deliver great results and excel in your role.
Table of Contents
Wait, isn’t the purchase completed.. There’s more?
Yes! While you are right the purchase is complete, our service and duty of the care to the client never ends. All the preparation you were planning in the previous Pre-settlement module now comes to life. Is there a tenant in the property? Have we assisted with organising insurance, a tax depreciation schedule, is there any works or renovations that need to be completed. Once all these have been done, let’s make sure to ask for a 5 star Google Review so you and the rest of the team can be recognised for doing such a great job!
We’ve secured an asset now let’s make sure it provides income
Great job on purchasing this property for our client, but now we have to make sure our client finds a tenant. You can imagine we secure a great asset at a great price, assist through the purchase process, finalise the purchase, settle on the property and then… it sits vacant, the whole experience can be tainted right at the end, we won’t allow that to happen.
Arj is going to run us through how to set up our clients for success with rental campaigns 👇🏻
Top Tips
Pre-Settlement Preparation
- Where possible, include a special clause in contracts allowing the property to be listed for rent pre-settlement. This minimises delays and allows earlier tenant acquisition.
- Establish communication with the property manager, ensuring they are aware of the timeline and rental expectations.
- When discussing rental ranges, adopt a conservative approach to avoid overpromising and risking extended vacancy periods.
Post-Settlement Actions
- Notify the property manager as soon as settlement is complete and confirm that the property is listed online for rent.
- For properties transitioning between managers, ensure a seamless handover and follow up promptly to avoid unnecessary delays.
- Maintain a “for rent” tracking column for visibility and weekly follow-ups on rental campaign progress.
Guiding Rental Campaigns
- Communicate clear rental expectations to property managers based on both appraisal ranges and comparative market analysis (CMA). Adjust the listing price if necessary to find the “sweet spot” for tenant interest.
- Provide clients with a rationale for price adjustments, maintaining a positive tone and framing the adjustments as strategic.
- Keep clients informed with updates on rental campaigns, showing consistent involvement and support throughout the process.
Managing Client Expectations
- Proactively educate clients about rental appraisals versus CMA ranges to set realistic expectations.
- Highlight the benefits of testing higher rental prices initially while being ready to adjust as needed based on market response.
- Reassure clients by sharing a clear timeline and demonstrating responsiveness to any concerns.
Using our Systems and Processes
- Work with client success to complete post-settlement checklists, Rental CMA reports, and rental campaign guidance.
- Include resources like a rental campaign explainer video (below) and step-by-step guidance as part of client education to improve transparency.
- Minimise ad hoc tasks for associates by streamlining the communication process with property managers and clients.
Ongoing Communication and Follow-Up
- Schedule weekly updates with property managers to discuss tenant interest, price adjustments, and other campaign-related actions.
- Ensure clients are updated regularly to keep them engaged and reassured about the campaign’s progress.
- Actively address potential issues early, such as delays in listing or misalignment of expectations, to prevent escalation.
Maximising Client Satisfaction
- Maintain involvement throughout the rental campaign, ensuring clients feel supported and informed.
- Use positive outcomes, such as successful tenancies, as opportunities to request testimonials and reinforce client trust.
- Emphasise the importance of proactive management to minimise challenges and avoid reactive problem-solving.
For Rent - Post Settlement & Client communication
In the below video, Arjun will walk you through best practice with client communication and how to manage the rental campaign management as part of our post settlement process.
Check it out:
Rental Campaign - Post settlement key take aways
- Campaign Timelines:
- 1–2 weeks: Excellent ← You must aim for this.
- 3 weeks: Average ← Likely pricing was too high, and the ad may not be enticing enough
- 4+ weeks: Needs improvement ← A review is needed of how you priced the property, the quality of the add, open times and management of the campaign by the agent.
- Proactive Client Communication: Ensure effective communication with clients throughout the campaign to maintain transparency and trust.
- Listing Management: Actively manage listings and adjust pricing as needed to secure tenants quickly.
- Positive Reinforcement: Use positive feedback and regular follow-ups to build and maintain strong client relationships.
Effective Rental Campaign Management
Let’s now dive into those key take aways to understand the process for running a campaign
1. Managing Rental Campaigns
- Timing and Expectations:
- A successful rental campaign timeline:
- 1 week: Excellent.
- 2 weeks: Very good.
- 3 weeks: Average.
- 4+ weeks: Subpar and requires immediate action.
- "In Range" Start Time: Campaign tracking starts only when the property is listed within the correct rental range (e.g., 430–450). Testing above the range does not count.
- Pre-Settlement Clauses:
- Include rental clauses in contracts (e.g., permission to list pre-settlement or use photos for marketing) to minimise delays in finding tenants.
- Post-Settlement Actions:
- Confirm with property managers at settlement to ensure ads are promptly listed and the rental campaign is underway.
- Escalate unresolved cases by the three-week mark, looping in leadership to guide next steps.
- Communication with Clients:
- Set clear expectations upfront about testing rental prices and the possibility of adjusting based on tenant interest.
- Maintain a positive tone when discussing price reductions, reframing adjustments as strategic decisions.
- Regular Follow-Ups:
- Schedule weekly follow-ups (e.g., every Wednesday) with property managers to review applications and ensure timely updates to clients.
- Use templated messages to streamline communication and maintain consistency across campaigns.
2. Leveraging Team Processes
- Templates and Systemisation:
- Standardise key rental campaign processes using pre-made templates for emails, updates, and client communications.
- Automate follow-ups and decision-making steps wherever possible to reduce manual workload.
- Tracking and Accountability:
- Keep rental progress visible in Attio on the post settlement status for properties and client briefs.
- Escalate prolonged vacancies or unresolved tasks to leadership for resolution.
3. Strategic Planning
- Rental Considerations During Holidays:
- Pre-position clients for potential rental challenges during the holiday period, ensuring realistic expectations.
- Consider extended settlements to avoid vacancies during seasonal downtimes.
- Growth and Pipeline Focus:
- Capitalise on a strong client pipeline and optimise workflows to maximise conversions.
- Consistent improvement in systems and processes ensures long-term success.
Cosmetic improvements (ideas + must do + positioning with clients)
Let’s talk about making properties rental-ready while keeping clients happy. The focus is on small, impactful upgrades like adding blinds, fixing air conditioning, or tidying up outdoor spaces. The key is being proactive—spot issues early, estimate costs, and present improvements as value-adding ideas, not surprises after settlement.
Framing upgrades positively—“Here’s an idea to enhance the property”—builds trust and avoids last-minute issues. Combine that with solid project management to streamline quotes, scheduling, and execution, and you’ll create a smooth process that keeps clients confident and properties competitive.
Here’s Arj running through the above:
Cosmetic Improvements and Client Communication
Understanding Cosmetic Improvements
- Focus on identifying and addressing essential cosmetic improvements required to make a property rent-ready.
- These improvements could include; pruning vegetation, cleaning, replacing blinds or curtains, adding ceiling fans or split systems, and minor upgrades like repainting or installing built-in wardrobes.
- Always assess improvements early to avoid delays post-settlement and minimise client dissatisfaction.
Client Positioning and Communication
- Tailor communication with clients to maintain a positive tone. Frame suggestions as opportunities to enhance rental appeal rather than must-do tasks.
- Provide clients with clear cost estimates and the potential benefits of improvements, like increased rental income or quicker tenant placement.
- Ensure clients are informed early about potential works, especially during the presentation phase, to avoid surprises after settlement.
Using a Structured Approach
- Leverage a combination of on-call discussions, team knowledge, and documented templates to standardise improvement recommendations.
- Maintain a list of costs for common cosmetic upgrades (e.g., blinds, carpets, ceiling fans) to provide accurate estimates during client discussions.
- Develop and update a go-to cost guide for frequent reference, ensuring consistency across the team.
Managing Objections and Challenges
- Address common objections, such as cost concerns, logistical issues, or uncertainty about the necessity of works.
- Highlight project management support provided by the team, including arranging quotes, scheduling trades, and overseeing work progress.
- Proactively communicate the anticipated timeline for works and manage expectations to underpromise and overdeliver.
Importance of Timely Execution
- Prioritise early identification of cosmetic issues during property inspections or pre-settlement phases.
- Avoid delays by coordinating quotes and booking trades early, ensuring improvements are completed promptly post-settlement.
- Follow up with clients post-works to review updated photos and rental campaigns.
Team Collaboration and Documentation
- Share learnings from client interactions and outcomes during team discussions to refine strategies.
- Use templates and standardised documents to streamline processes and improve consistency in client communication.
- Ensure all updates and recommendations are documented for seamless handovers or reference during client discussions.
Congratulations and Google Review time!
What an achievement, you and the client should both be excited! Now to acknowledge the great job we have done (we know you did) let’s ask them for a Google Review, so what’s the process? Call the client to congratulate them once notification is received of settlement and any other information to share for post settlement preparation as well as letting them you would be honoured if they would leave a 5 star Google Review followed by a WhatsApp recap message.
What do I say on the call?
Great question! Check out the scripts below
Property is tenanted and no work to do script
Hi [Name],
It’s [Your Name]. I just wanted to take a moment to personally congratulate you on the settlement! 🎉🍾 It’s such a huge milestone, and I’m so thrilled with the outcome.
We’re especially proud to have secured this property for you, especially in such a competitive market—it’s a real win! 💪🏾🔥 And even better, the property is already tenanted, so you’ll start seeing rent in just a couple of weeks—great news, right?
Our Client Success Team will send you an email shortly with all the post-settlement support information you’ll need, but remember, our support doesn’t stop here. This WhatsApp group will stay active, and both [Strategist], Arjun, and I are here to assist whenever you have questions or need anything.
One small favour—when you have a moment, could you leave us a testimonial on Google? It would mean a lot to the team and me. I’ll send you through the link after our call.
Thank you so much for trusting us with this important step in your journey. We’re honoured to have been part of it, and if you know anyone else who could benefit from our services, don’t hesitate to let us know.
Thanks again, and congratulations once more! 😊
Property is tenanted and with works to be completed
Hi [Name],
It’s [Your Name]. I just wanted to take a moment to personally congratulate you on the settlement! 🎉🍾 It’s such a huge milestone, and I’m so thrilled with the outcome.
We’re especially proud to have secured this property for you, especially in such a competitive market—it’s a real win! 💪🏾🔥 And even better, the property is already tenanted, so you’ll start seeing rent in just a couple of weeks—great news, right?
There are a few works that need to be completed at the property to ensure everything is in optimal condition. [Insert specific details about the work here].
Our Client Success Team will send you an email shortly with all the post-settlement support information you’ll need, including next steps for these works. Remember, our support doesn’t stop here. This WhatsApp group will stay active, and both [Strategist], Arjun, and I are here to assist whenever you have questions or need anything.
One small favour—when you have a moment, could you leave us a testimonial on Google? It would mean a lot to the team and me. I’ll send you through the link after our call.
Thank you so much for trusting us with this important step in your journey. We’re honoured to have been part of it, and if you know anyone else who could benefit from our services, don’t hesitate to let us know.
Thanks again, and congratulations once more! 😊
Property is not tenanted and no works to be completed.
Hi [Name],
It’s [Your Name]. I just wanted to take a moment to personally congratulate you on the settlement! 🎉🍾 It’s such a huge milestone, and I’m so thrilled with the outcome.
We’re especially proud to have secured this property for you, especially in such a competitive market—it’s a real win! 💪🏾🔥
I understand the property isn’t rented just yet, but please know we’re here to support you every step of the way until it is. Our team will be working closely with you and the property manager to ensure everything is in place to secure a tenant as quickly as possible.
Our Client Success Team will send you an email shortly with all the post-settlement support information you’ll need, including updates and guidance on the rental process. And remember, our support doesn’t stop here. This WhatsApp group will stay active, and both [Strategist], Arjun, and I are here to assist whenever you have questions or need anything.
One small favour—when you have a moment, could you leave us a testimonial on Google? It would mean a lot to the team and me. I’ll send you through the link after our call.
Thank you so much for trusting us with this important step in your journey. We’re honoured to have been part of it, and if you know anyone else who could benefit from our services, don’t hesitate to let us know.
Thanks again, and congratulations once more! 😊
Here’s the WhatsApp template for post call
Note: You will slightly adjust the template below to match the situation i.e rental status, works completed or not etc.
Hi (Name),
It was great speaking with you over the phone. I wanted to extend a huge congratulations once again on the settlement! 🎉🍾 I’m thrilled with the outcome and delighted to hear you had a positive experience with us. 😁 I’m especially pleased that we were able to secure this property off-market in such a competitive market that’s heating up! 💪🏾🔥
Great news you will be receiving the rent in a couple weeks as the property is already tenanted.
✍🏼 Client Success Team will be sending you an email with post-settlement support information.
🤩 If you know anyone who could benefit from our services, please let us know.
As mentioned, our support doesn’t end here. This WhatsApp group will remain active, and (Strategist), Arjun, and I will be here to assist you. Feel free to reach out anytime you have questions or need support!
When you have a moment, could you please complete a testimonial for the team and I on Google? 😊 It would be greatly appreciated!
Thank you for choosing us to help with these major life milestones!
You have completed the whole purchase process from start to finish, great job! Now onto a different topic, we know we love always being there for our clients and delivering amazing results, but sometimes we have to think about ourselves too, and that can be knowing when and how to take a break, let’s find out!
Learning Competency Checklist
1. Understanding Pre-Settlement
- Competency: Demonstrate a full understanding of what pre‑settlement is and why it is critical.
- Pass Criteria:
- Clearly explains that pre‑settlement is the phase after a contract becomes unconditional where all final checks are completed (e.g., final inspections, loan documentation, insurance, tax depreciation, and completion of negotiated works) before settlement.
- Can articulate the risks of rushing these steps (such as unforeseen issues, financial strain, or complications after exchange).
- Fail Criteria:
- Is unable to define pre‑settlement or underestimates the importance of completing all final checks before settlement.
2. Understanding PAA Responsibilities Pre‑Settlement
- Competency: Clearly explain the role of the Property Acquisitions Analyst (PAA) during the pre‑settlement phase.
- Pass Criteria:
- Lists key responsibilities including providing Client Success with property manager details, tracking progress on loan documents, insurance, tax depreciation schedules, negotiated works, and pre‑settlement inspections.
- Understands how the PAA supports and oversees Client Success activities during this phase.
- Fail Criteria:
- Fails to identify core responsibilities or does not connect the PAA’s role with ensuring all items are actioned before settlement.
3. Coordinating Client Success Actions
- Competency: Ensure that all critical pre‑settlement tasks are managed and tracked by the Client Success team.
- Pass Criteria:
- Lists the essential items that must be actioned (e.g., confirming balance of funds, obtaining proof of works, finalizing loan documents, securing an insurance policy, and organizing tax depreciation schedules).
- Explains the importance of each task in achieving a smooth settlement.
- Fail Criteria:
- Omits key items or cannot explain why these tasks are necessary for a successful settlement.
4. Managing Proof of Works
- Competency: Demonstrate proficiency in ensuring that proof of works for negotiated repairs or improvements is booked, received, and reviewed.
- Pass Criteria:
- Describes how to verify that proof of works (via photos, videos, invoices) matches the negotiated list and outlines the process to follow up if items are missing or unsatisfactory.
- Fail Criteria:
- Fails to review proof of works or neglects to compare received documentation with agreed terms.
5. Conducting a Pre‑Settlement Inspection (PSI)
- Competency: Explain the purpose and key elements of a pre‑settlement inspection and how it ensures the property remains in the agreed condition.
- Pass Criteria:
- States that PSI is conducted a day or two before settlement to verify that the property’s condition has not changed, covering areas such as general condition, agreed repairs, cleanliness, utilities, appliances, and outdoor areas.
- Understands how to compare the PSI findings with the previous Pest & Building (P&B) report.
- Fail Criteria:
- Overlooks critical inspection areas or does not compare current findings to prior reports, risking unnoticed changes.
6. Evaluating Inspection Findings
- Competency: Demonstrate the ability to analyze and address any discrepancies between the PSI report and earlier inspections (e.g., P&B report).
- Pass Criteria:
- Explains how to review photos, videos, and notes from the PSI, identify any new issues, and determine whether they require negotiation or could lead to a request for an extension.
- Fail Criteria:
- Fails to identify discrepancies or does not know how to escalate issues with the client or solicitor.
7. Communicating Pre‑Settlement Updates
- Competency: Provide clear and timely communication to the client regarding pre‑settlement progress.
- Pass Criteria:
- Uses structured email and WhatsApp templates to update the client on key milestones (e.g., inspection results, proof of works, document progress) and explains next steps.
- Fail Criteria:
- Delays or provides unclear updates, leaving the client uncertain about the process or next actions.
8. Transitioning from Pre‑Settlement to Settlement
- Competency: Understand and explain the transition process when all pre‑settlement conditions are met and the property moves toward settlement.
- Pass Criteria:
- Clearly states that once all final checks are complete, the property is ready for settlement.
- Describes how the PAA updates internal systems (e.g., Attio) to reflect that all conditions have been met.
- Fail Criteria:
- Is unclear about the transition or fails to update internal records accurately, causing delays.
9. Ensuring Post‑Settlement Follow-Up – Tenant & Income Focus
- Competency: Demonstrate an understanding that the buyer’s journey continues post‑settlement, with a focus on generating income through a successful rental campaign.
- Pass Criteria:
- Explains that after settlement, the Client Success team and property manager work together to list the property for rent, secure a tenant, and manage the rental campaign.
- Recognizes the importance of minimizing vacancy periods and ensuring a smooth handover to the property manager.
- Fail Criteria:
- Concludes the process at settlement without addressing the need for post‑settlement rental management and tenant acquisition.
10. Managing Rental Campaigns and Client Communication Post‑Settlement
- Competency: Explain how to support the client post‑settlement by actively managing rental campaigns and maintaining regular communication.
- Pass Criteria:
- Lists steps for coordinating with property managers, tracking listing progress, adjusting rental pricing if necessary, and scheduling weekly follow‑ups.
- Describes how to set clear rental expectations and keep the client informed with regular updates.
- Fail Criteria:
- Fails to outline a clear process for rental campaign management or leaves the client uninformed about rental progress.
11. Requesting Client Feedback and Google Reviews
- Competency: Understand the importance of obtaining client feedback and Google reviews to recognize team success and improve service quality.
- Pass Criteria:
- Explains when and how to ask for a 5‑star Google review, including following up via phone and WhatsApp after settlement and tenant placement.
- Fail Criteria:
- Neglects to request client testimonials or does so in a manner that could compromise client relationships.
12. Using Templates and Standardized Communication
- Competency: Demonstrate proficiency in using provided templates and standard operating procedures for all pre‑settlement and post‑settlement communications.
- Pass Criteria:
- Uses the specific email and WhatsApp templates to update Attio, inform the client, and coordinate with internal teams (e.g., Client Success, solicitors, property managers).
- Fail Criteria:
- Uses inconsistent or unstructured communication that does not align with company standards, leading to potential misunderstandings.