Tenant Move-In SOP Template

1.Purpose

To move a new tenant into a rental unit smoothly, with the lease signed, the unit condition documented, and keys and access handed over correctly.

2.Scope

Applies to residential tenant move-ins from lease signing through key handover. Unit make-ready work before the tenant arrives is covered by the unit turnover SOP.

Definitions

Move-in condition report

A room-by-room record, usually with photos, of the unit's condition at move-in, used later to assess move-out deductions.

Security deposit

Funds held by the landlord during the tenancy to cover damage or unpaid rent, subject to the lease and local law.

3.Responsibilities

Property Manager

Signs the lease with the tenant, approves the condition report, and authorizes the deposit and key handover.

Leasing Agent

Prepares lease documents, walks the tenant through the unit, and completes the move-in condition report.

Maintenance Technician

Confirms the unit is make-ready and fixes any outstanding items found before move-in.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →Signed lease agreement
• →Move-in condition report form
• →Camera or phone for condition photos
• →Keys, fobs and access cards
• →Utility setup instructions for the tenant
• →Property management software

5.Procedure

1. 5.1

   Confirm the unit is make-ready

   Maintenance Technician

   Before scheduling the move-in, confirm with maintenance that the unit has passed its turnover inspection and any outstanding repair items are closed.

   Checkpoint: The unit is marked make-ready in the property management software before a move-in date is confirmed to the tenant.

2. 5.2

   Prepare the lease and disclosures

   Leasing Agent

   Prepare the lease agreement and any required disclosures for the tenant's unit and jurisdiction, and review them for accuracy before the signing appointment.

3. 5.3

   Review and sign the lease

   Property Manager

   Walk the tenant through the key lease terms, including rent, deposit, and renewal or notice requirements, and collect signatures from all parties.

4. 5.4

   Collect the deposit and first payment

   Property Manager

   Collect the security deposit and first month's rent using an approved payment method, following company policy and local law on deposit limits and handling.

5. 5.5

   Walk the unit with the tenant

   Leasing Agent

   Walk every room of the unit with the tenant present, pointing out the location of shutoffs, appliances, and any existing wear noted on the condition report.

6. 5.6

   Complete the move-in condition report

   Leasing Agent

   Photograph and note the condition of walls, floors, fixtures, and appliances room by room, and have the tenant review and sign the completed report.

   Checkpoint: The tenant signs the move-in condition report before keys are handed over, with photos attached for every room.

7. 5.7

   Review utility and service setup

   Leasing Agent

   Give the tenant instructions for setting up utilities not included in rent, and confirm which services, if any, the property management already provides.

8. 5.8

   Explain community rules and contacts

   Leasing Agent

   Review parking, pet, noise, and common area rules with the tenant, and provide contact information for maintenance requests and after-hours emergencies.

9. 5.9

   Hand over keys and access credentials

   Property Manager

   Issue keys, fobs, or access codes to the tenant and record the serial numbers or codes issued against the tenant's file.

   Checkpoint: Every key, fob, or code issued is logged against the tenant's unit file before the tenant leaves the office.

10. 5.10

    File the signed documents

    Property Manager

    Scan and file the signed lease, disclosures, and condition report in the tenant's record, and set up rent collection in the property management software.

11. 5.11

    Send a welcome follow-up

    Leasing Agent

    Send the tenant a welcome message within a few days of move-in confirming their contacts, payment portal, and how to submit a maintenance request.

6.Quality checks

• →Every move-in has a signed lease and a photo-documented condition report on file.
• →Deposits are collected and recorded within the limits set by the lease and local law.
• →Keys and access codes issued are logged against the correct tenant file.
• →Units are confirmed make-ready before a move-in date is offered to a tenant.

7.Records

• →Signed lease agreement and disclosures
• →Move-in condition report with photos
• →Key and access issuance log
• →Deposit receipt

8.KPIs

• →Percentage of move-ins with a completed condition report
• →Average time from lease signing to key handover
• →New tenant satisfaction score

9.Common mistakes

• →Handing over keys before the condition report is signed by the tenant.
• →Skipping photos on rooms that look undamaged.
• →Not confirming the unit is make-ready before scheduling the move-in.
• →Collecting a deposit amount that doesn't match the lease or local limits.

10.Revision history