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.