Property Management Employee Handbook Template

Property management companies handle one of their clients' most valuable assets — their real estate investments. A property management employee handbook ensures your team understands fair housing laws, maintains professional tenant relationships, and follows consistent procedures that protect both property owners and your company.

This guide covers the essential policies every property management handbook needs, plus a free template to get you started.

Why property managers need a specialized handbook

Generic employee handbooks don't address the unique legal and operational challenges of property management. Your industry requires specific policies for:

• Fair housing compliance — One violation can result in lawsuits and destroy your reputation
• Key and access control — Employees have access to tenant homes
• Tenant communications — Everything must be documented and professional
• Rent collection — Consistent procedures protect you legally
• Emergency response — Property and tenant emergencies require immediate action
• Eviction procedures — Strict legal requirements vary by jurisdiction

Without documented policies, employees make inconsistent decisions that expose your company to liability and damage relationships with property owners.

Download the template

Get started with our free employee handbook template. It includes all the standard sections, which you can customize with property management-specific policies.

This is our general template. Add the property management-specific sections outlined below to make it complete for your company. Need help? See our step-by-step handbook guide. Also check out our hotel handbook template for hospitality-related policies.

Key sections for property management handbooks

Beyond standard handbook content, property management companies need these specialized sections:

Fair housing compliance

Fair housing violations are the biggest legal risk for property managers. Every employee must understand and follow these requirements:

Protected classes

The Fair Housing Act prohibits discrimination based on race, color, religion, national origin, sex, familial status (families with children), and disability. Many states and cities add additional protected classes like source of income, sexual orientation, gender identity, or military status.

Consistent screening criteria

• Apply the same criteria to every applicant
• Document screening criteria in writing before advertising
• Use objective standards (income ratios, credit scores, rental history)
• Never make exceptions — even for "nice" applicants
• Keep all application records for at least 3 years

Reasonable accommodations

• Process all accommodation requests promptly
• Do not require documentation of "obvious" disabilities
• May request documentation for non-obvious disabilities
• Cannot charge pet deposits or fees for assistance animals
• Must allow physical modifications at tenant's expense

Tenant relations policies

Professional tenant communications protect your company and maintain positive relationships:

Communication standards

• Respond to all inquiries within [24 hours / one business day]
• Use professional language in all written communications
• Document all phone conversations with follow-up emails
• Never make promises you can't keep
• Always provide required notices in writing

Complaint handling

• Listen to complaint fully before responding
• Document complaint with date, time, and details
• Acknowledge receipt within [24 hours]
• Investigate and respond within [5 business days]
• Escalate to supervisor if tenant remains unsatisfied
• Keep records of all complaints and resolutions

Notice requirements

• Entry notice: [24-48 hours] per state law
• Rent increase notice: [30-90 days] per state law
• Lease violation notice: per state law requirements
• Always use certified mail or documented delivery method

Key and access control procedures

Your employees have access to people's homes. Strict key control protects tenants and your company:

Master key management

• Master keys issued only to authorized personnel
• Keys signed out and in at start/end of each day
• Never leave keys in vehicles or unattended
• Report lost keys immediately — locks may need changing
• Annual key audit to verify all keys accounted for

Lockbox and electronic access

• Change lockbox codes after every showing period
• Update electronic access logs monthly
• Disable former employee access immediately upon termination
• Never share access codes via unsecured text or email

Property entry procedures

• Provide required notice before entry (except emergencies)
• Knock and announce before entering, even with notice given
• Identify yourself and purpose upon entry
• Never enter with tenant home unless invited or accompanied
• Lock all doors and windows upon leaving
• Document entry in property management system

Template vs. digital handbook

Property management teams work from different locations — the office, in the field, at properties. They need instant access to policies:

Frequently asked questions

What should be in a property management employee handbook?

A property management handbook should include fair housing compliance training, tenant relations policies, key and access control procedures, rent collection protocols, maintenance request handling, emergency response procedures, leasing guidelines, and property inspection standards.

What fair housing policies do property managers need?

Property managers must follow the Fair Housing Act, which prohibits discrimination based on race, color, religion, national origin, sex, familial status, or disability. Handbooks should cover consistent screening criteria, accommodation requests, advertising guidelines, and documentation requirements to avoid fair housing violations.

How should property managers handle tenant complaints?

Property management handbooks should outline complaint handling procedures including documentation requirements, response timeframes, escalation protocols, and follow-up procedures. All interactions should be professional and documented to protect both the company and tenants.

What key control policies do property managers need?

Key control policies should cover master key issuance, sign-out procedures, lockbox code management, electronic access controls, and immediate reporting of lost keys. Employees must understand they're responsible for access to tenant homes.

How do I get property management staff to acknowledge the handbook?

Have each employee sign an acknowledgement form confirming they've received and read the handbook. For fair housing compliance specifically, consider requiring annual re-acknowledgement and training.