Checklist / template
Tenant onboarding checklist
This tenant onboarding checklist covers everything that happens after an applicant is approved — signing the lease, collecting the deposit and first rent, doing the incoming inspection, handing over keys and access, and getting the tenant properly set up. It is built for South African rental operations, where the Rental Housing Act, deposit-handling rules and POPIA all shape how you take a new tenant on. Use it to make every move-in consistent, defensible and quick.
For South African managing agents, rental agents, landlords and trustees onboarding an approved tenant into a unit.
Lease signing and documents
- Confirm the approval decision and the final agreed rent, escalation and lease term before drafting anything.
- Populate the lease with the correct parties, unit address, start and end dates, and any special conditions.
- Check the lease complies with the Rental Housing Act, including the required written terms and the tenant's rights to inspections.
- Attach the house rules, the relevant conduct rules and any sectional title or HOA rules as annexures so they form part of the agreement.
- Confirm both parties sign and initial every page, and that a parent or guarantor co-signs where the tenant is a student or under 18.
- Give the tenant a fully signed copy and store the executed original in the tenant file.
- Record consent to process and store personal information in line with POPIA, and capture FICA identity documents where required.
Deposit and first rent
- Invoice the deposit, the first month's rent and any pro-rata amount for a mid-month move-in.
- Confirm the deposit is received in cleared funds before releasing keys — do not hand over on a pending EFT.
- Hold the deposit in an interest-bearing account as contemplated by the Rental Housing Act, separate from operating funds.
- Confirm the trust account is reconciled to the cent and the receipt is allocated to the correct tenant ledger.
- Set up the recurring rent collection mandate or debit order and confirm the first run date with the tenant.
- Issue a written receipt for the deposit and first rent, and record the deposit amount and where it is held.
- Diarise any once-off charges (pro-rata utilities, access tag deposit, admin fee) so nothing is missed on the first invoice.
Incoming inspection
- Schedule the joint incoming inspection on or before the move-in date, with the tenant present.
- Walk every room, recording the condition of walls, floors, fittings, appliances, taps and any existing defects.
- Photograph each defect and date-stamp the images so the move-in condition is unambiguous later.
- Record meter readings for electricity, water and gas at handover as the tenant's opening baseline.
- Have both the agent and tenant sign the inspection report, and give the tenant a copy.
- File the signed incoming report against the lease — it is the reference point for the outgoing inspection and any deposit deductions.
- Note any agreed repairs the landlord will complete and diarise them with a deadline.
Keys, access and security
- Issue keys, remotes, gate tags and access cards, logging the quantity and serial of each item handed over.
- Confirm the tenant has signed for everything received so missing items can be charged at move-out.
- Register the tenant's vehicles and biometric or access details with estate or building security where applicable.
- Brief the tenant on the alarm, panic buttons and how to arm and disarm the unit.
- Update the access list with security and remove the previous occupant's credentials.
- Record the number of authorised occupants and any visitor or parking rules tied to the unit.
Portal invite and communication
- Send the tenant a portal invite so they can view their lease, statements and invoices in one place.
- Confirm the tenant has activated their account and can see their balance and payment reference.
- Show the tenant how to log a maintenance request and upload proof of payment through the portal.
- Capture the tenant's preferred contact details and confirm consent for the channels you will use under POPIA.
- Set notification preferences for invoices, receipts and arrears reminders so the tenant is never surprised.
- Confirm the correct payment reference is on every statement to avoid unallocated deposits.
Utilities and municipal accounts
- Confirm who is responsible for each service — electricity, water, refuse, sewerage and gas — per the lease.
- Transfer or open prepaid electricity and water meters in the correct name and confirm the meter numbers.
- Record opening meter readings and reconcile them against the inspection baseline.
- Set up sub-metering or cost recovery so utility recharges flow onto the tenant's monthly invoice correctly.
- Confirm the municipal account holder and that any council deposit or service connection is in place.
- Give the tenant the prepaid vending details or account number and explain how usage is billed.
House rules, emergencies and welcome
- Hand over the house rules and conduct rules and confirm the tenant has read the noise, parking, pet and refuse provisions.
- For schemes, point the tenant to the body corporate or HOA conduct rules and explain how complaints reach the managing agent and CSOS where needed.
- Provide a written list of emergency contacts: managing agent after-hours line, security, plumber, electrician and armed response.
- Explain how to report a burst geyser, water leak or power failure, and who pays for emergency call-outs.
- Confirm the location of the water stopcock, electrical distribution board and refuse collection days.
- Send a short welcome message confirming move-in is complete, with the key dates and contacts in one place.
- Diarise a follow-up touchpoint a week after move-in to catch any teething issues and confirm the tenant has settled in.
Run this checklist for every approved tenant before keys change hands — onboarding is only complete once the deposit and first rent are cleared, the incoming inspection is signed by both parties, and the tenant can log in to their portal.
A practical operational checklist, not legal, financial or tax advice — adapt it to your scheme/agency and seek professional advice where needed.