The standard, end to end

Seven standards that run through every file

Whatever the city, client or package, when in doubt, return to these.

Every task, the same anatomy

Get the start right

• Review the existing contract before anything · correct scope and rates, not last year’s.
• Set the finder’s-fee expectation early, usually one month’s rent, payable at signing.
• A warm first-contact email · your photo & bio, the services, the right guides.
• Always search i-track before you create. Never open a duplicate record.
• Raise every red flag now. An expectation gap caught on day two is just an email.

Where the whole assignment is calibrated

• Lead with questions. Listen more than you speak.
• Walk the family through the process; filter needs honestly to prevent scope creep.
• Explain the lease process and the occupier’s responsibilities, including the commission at signing.
• Use the counselling-call checklist end to end; send a written recap to all stakeholders.
• “If at any point you need anything, tell us right away and we’ll address it immediately.”

A confident first feel for the city

• Run the service pre-check before every day out · clean car, briefed driver, water, first-aid, EV where possible.
• Build the day in iTour; share the branded pack so the family arrives knowing what to expect.
• Win their trust in the first ten minutes. You’re their buddy for the whole assignment.
• Close with the happy photograph; send a detailed EOD report to all stakeholders.
• A manager calls the next day, the soft touch-point.

Accompanied, honest, built to converge

• Recommend a ranked top-three, leverage and a fallback; an assignee in love with one property has no room to walk away.
• Be honest about a volatile, landlord-driven market; work the vetted broker network.
• For VIPs, preview properties in advance and secure photos / videos.
• Send a detailed EOD report each day, with the family photo.
• Act on the first signal a programme isn’t landing. Recovery is part of the service.

Where IKAN earns its keep

• Negotiate directly with the owner where possible; get every commitment in writing.
• Construct a watertight lease on the IKAN template. Work the lease checklist.
• Insist on the clauses that protect the family · deposit protection, rent-on-ready, deep cleaning, right to repair.
• Three pairs of eyes review every draft, the Six-Eyes approach.
• Review the clean lease word by word before it’s signed.

The single most important record on the file

• Test every system · power load, geysers, every AC and appliance run for real, water drained and run clear.
• Conduct the joint check-in · photograph every room, reading and defect with the owner present.
• Set responsibility expectations early, where the landlord’s duties end and theirs begin.
• The signed condition report is what wins the deposit back at the end.
• Circulate the report; close the loop with the occupier’s pack in writing.

A signed lease is not a settled family

• Utilities, banking, schooling, networks, neighbourhood tours, and resolving teething issues.
• Set expectations on scope. We coordinate vendors; the family is present and pays them directly.
• Where a request is out of scope, route it, “here’s who can help, and I’ve flagged it to your RMC.”
• A home visit turns a service into a relationship.
• Softly invite a Trustpilot review or a one-minute testimonial.

Close as well as we opened

• Map the lead times on the first call · notice periods, lock-ins, mover schedules.
• Terminate the lease and notify every local service in writing.
• Run the pre move-out inspection, the mirror of the check-in.
• Withhold keys until the deposit is returned, or per the lease terms.
• Update the Move-Out report within 24 hours of the final walk-through.

Compliance at a glance

Not legal advice. Confirm current thresholds and state rules on each file.