Standout Property Manager Wiki Help - User contributions [en-gb]

Meta Facebook Technical Setup

2026-09-01T07:41:55Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Meta Facebook Technical Setup =

'''This page is for ISSL / Standout technical administration.''' Normal estate-agency users should use [[Meta Facebook Property Catalogue]].

Standout uses one centrally owned Meta application. Customers authorise that app to their own Business Portfolio/catalogue through Facebook Login for Business. Do not revert to the old model where every estate agent creates its own developer app and pastes access tokens into Standout.

== Architecture ==

'''ISSL-owned Standout Meta app → customer Facebook Login for Business authorisation → customer Business Portfolio → customer Home Listings catalogue → Standout property synchronisation'''

Global values are held centrally in '''Tools → Meta API'''. Agency records store only their authorised business/catalogue connection and encrypted authorisation token.

== Central values in Standout ==
Open:

'''Tools → Meta API'''

Configure:

* '''Meta App ID''';
* '''Meta App Secret''' - stored encrypted; leave blank later to keep the current secret;
* '''Facebook Login for Business Configuration ID''';
* '''Graph API version''';
* '''Catalogue name prefix''';
* the exact '''OAuth redirect URI''' shown by Standout must be registered in Meta.

Customers never see the App Secret.

== Current Meta developer navigation ==
Meta changes labels occasionally, but the current Standout app is administered from:

'''Meta for Developers → My Apps → Standout Property Manager'''

The left navigation used during setup/review includes:

* '''Dashboard''';
* '''Use cases''';
* '''Facebook Login for Business''' → Settings / Quickstart / Configurations / Templates;
* '''Review''' → Testing / Verification / App Review;
* '''Publish'''; and
* '''App settings'''.

When rebuilding or checking the app, use the page names shown in Meta rather than relying on old screenshots from the previous developer interface.

== Meta application requirements ==
The application must be owned by the ISSL Meta Business account and configured for production use.

The Standout integration needs the permissions required to manage authorised business catalogues, principally:

* `catalog_management`;
* `business_management`; and
* `public_profile` as part of the Facebook Login flow.

Do not request unrelated Page or Ads permissions merely because a Meta use-case wizard happens to expose them. App Review should contain only permissions Standout genuinely uses.

== Use cases and Facebook Login for Business ==
Meta changes its developer UI regularly. In the current application model, the app includes the Catalog API use case and Facebook Login for Business. A Marketing API use case may also appear because Meta's current use-case UI exposes `business_management` through that path; that does not mean Standout uses Ads Management.

The Facebook Login for Business configuration should be set up to let the customer choose the correct Business Portfolio/catalogue assets and grant the catalogue/business access required by Standout.

In Meta's current configuration wizard, `catalog_management` can appear in the configuration permission chooser while `business_management` may not. Do not assume that means `business_management` is unavailable: the app requests/reviews that permission through the relevant use case/App Review path. Keep the configuration limited to the assets/permissions the integration genuinely needs.

Copy the resulting '''Configuration ID''' into '''Tools → Meta API'''.

== Business and Access Verification ==
Because Standout is a Tech Provider accessing authorised assets belonging to other businesses, complete Meta's verification flow for the ISSL business:

# '''Business verification''';
# '''Access verification / Tech Provider verification''';
# any other current Meta verification requirement shown for the app.

Published app status alone does not grant Advanced Access to client-business data.

== App Review / Advanced Access ==
Request production/Advanced Access for the permissions Standout actually uses.

=== `catalog_management` description ===
Explain that Standout Property Manager is a SaaS platform for estate/letting agents; the customer explicitly connects its Meta Business Portfolio; Standout creates/reads/updates/removes the customer's property Home Listings; and property changes in Standout are synchronised to the authorised catalogue.

=== `business_management` description ===
Explain that Standout uses the permission to identify the Business Portfolio and business assets explicitly authorised by the customer, and to associate the correct catalogue with the correct estate-agency account. Standout does not use this permission to manage advertising accounts or obtain unrelated advertising analytics.

=== Screencast ===
Show the complete user experience:

# Standout '''Administration → Feeds/Portals → Outbound feeds''';
# '''Connect Meta Account''';
# Facebook Login for Business;
# select the test Business Portfolio/assets;
# return to Standout showing Connected;
# enable the required property groups;
# run '''Sync now''';
# show the resulting Home Listing/catalogue in Meta.

Do not submit a video that ends in a permissions error.

== Required API test calls ==
Meta can require recent successful Graph API calls before App Review can be submitted. Test results can take up to 24 hours to appear and may expire after the period shown by Meta.

Using Graph API Explorer with the '''Standout Property Manager''' app and a test user/business that the app is allowed to access, useful calls include:

<pre>
GET /me/businesses?fields=id,name
</pre>

This exercises `business_management` and should return the Business Portfolios visible to the test user.

Then identify a test Business Portfolio and run:

<pre>
GET /BUSINESS_ID/owned_product_catalogs?fields=id,name,vertical
</pre>

Choose a catalogue where `vertical` is `home_listings`, then run:

<pre>
GET /CATALOG_ID?fields=id,name,vertical,owner_business{id,name}
GET /CATALOG_ID/home_listings?fields=id,home_listing_id&limit=1
</pre>

An empty `data` array from `/home_listings` is a successful API call; it simply means the catalogue has no Home Listing items yet.

Never publish the access token from Graph API Explorer in documentation or tickets.

== Reviewer instructions ==
Give Meta a dedicated Standout reviewer/test account that can reach:

'''Administration → Feeds/Portals → Outbound feeds → Meta / Facebook property catalogue'''

The reviewer instructions should explain that Facebook Login for Business is used to authorise the customer's Business Portfolio/catalogue and that `business_management`/`catalog_management` are used only for those authorised business assets.

== Data handling / privacy ==
The Standout privacy policy used for App Review must accurately describe the optional Meta integration and any Platform Data received from Meta.

Do not claim that Standout never shares/processes data with third parties if the Meta integration sends property catalogue data to Meta at the customer's direction.

ISSL is the legal entity operating the Standout Meta application. List actual processors/service providers honestly in Meta's Data Handling questionnaire; do not select policies/processes that are not genuinely in place.

== Error 10: Application does not have permission for this action ==
If Graph API Explorer can access the test business/catalogue with the correct permissions but the customer Facebook Login for Business connection returns:

`Meta API error 10: Application does not have permission for this action`

check the app's Access Verification and App Review/Advanced Access status before changing Standout code. The cross-business System User token can remain restricted until Meta has approved the required production access.

After approval, reconnect the customer so a fresh authorised token is issued.

== Security ==
* App Secret is global and encrypted in Standout.
* Agency authorisation tokens are encrypted.
* Do not paste customer or Graph API Explorer tokens into wiki pages, email or public tickets.
* Use the exact OAuth redirect URI shown in Standout.
* If the Facebook Login for Business Configuration ID changes, update the shared Tools setting deliberately and retest a customer connection.

== Related guides ==
* [[Meta Facebook Property Catalogue]]
* [[Feeds and Portals]]

Meta Facebook Property Catalogue

2026-09-01T07:41:55Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Meta Facebook Property Catalogue =

The '''Meta / Facebook property catalogue''' integration sends eligible Standout properties directly to a Meta '''Home Listings''' catalogue for use with Facebook and Instagram property advertising.

Standout remains the master record. Property price, status, description, address, photographs and other listing data continue to be maintained in Standout.

'''The current integration is API-only.''' The old scheduled CSV/data-feed route is not used by this setup.

== What the agency needs ==
An agency needs:

* a Meta/Facebook account with access to the estate agency's '''Business Portfolio''';
* permission to authorise business/catalogue access for that Business Portfolio; and
* marketable properties in Standout.

The agency does '''not''' need to create:

* its own Meta developer app;
* an App ID or App Secret;
* a System User token;
* a Meta access token to paste into Standout; or
* a Catalog ID to paste into Standout.

Standout uses one centrally managed Meta application owned/configured by ISSL. Each agency authorises that application to the agency's own Meta business assets.

== Connect the agency to Meta ==
Open:

'''Administration → Feeds/Portals → Outbound feeds → Meta / Facebook property catalogue'''

If the shared Standout Meta application has not yet been configured, the page shows that Meta connection is not available and tells you to contact Standout Support.

Otherwise:

# Click '''Connect Meta Account'''.
# Meta opens '''Facebook Login for Business'''.
# Log in to Facebook if required.
# Choose the estate agency's '''Business Portfolio'''.
# Approve the business/catalogue access requested by Standout.
# Continue back to Standout.
# If more than one authorised Business Portfolio is available, choose the correct agency business when Standout asks.
# Standout finds the agency's expected Home Listings catalogue or creates the Standout catalogue where required.
# The Feeds/Portals page returns showing '''Connected''', the Business Portfolio name and catalogue name/ID.

The agency's authorisation token is stored encrypted and is never displayed back on the agency-facing page.

== Connected status ==
The connected panel shows:

* Business Portfolio;
* Home Listings catalogue and catalogue ID;
* '''Properties ready''';
* '''Synced''';
* '''Errors''';
* '''Last sync'''.

== Choose which properties to publish ==
Under '''Property synchronisation''' choose the required property groups:

* '''Residential sales'''
* '''Residential lettings'''
* '''Commercial'''
* '''Business'''
* '''Include Under Offer / Sale Agreed / SSTC / Exchanged'''
* '''Include completed sales as Recently Sold'''

Set '''Maximum photographs per property''' between 1 and 20.

Then tick '''Enable Facebook property sync''' and click '''Save Meta settings'''.

When automatic sync is enabled, the normal Standout scheduler creates, updates and removes Meta Home Listings as the underlying Standout property changes.

== Publishing rules ==
A property can be selected by the status/property-group rules but still be skipped if the listing is not valid for Meta.

Standout requires:

* a price greater than zero;
* the price must not be '''Price On Application''';
* a valid public property URL;
* at least one public photograph URL;
* a street address;
* a town; and
* a postcode.

Rental properties are published only while '''Available'''. Meta does not provide a rental-pending equivalent that maps safely to Standout's later rental statuses.

For sales, optional pending statuses are published as `sale_pending`, and completed sales can be published as `recently_sold` when enabled.

If a property fails validation, Standout skips it rather than sending incomplete data. The reason is shown in '''Recent Meta diagnostics'''.

== Test connection ==
Use '''Test connection''' to verify that the stored Meta authorisation can still access:

* the selected Business Portfolio;
* the Home Listings catalogue; and
* the catalogue's Home Listings API.

If the Business Portfolio/catalogue permissions were removed in Meta, the test reports the failure.

== Sync now ==
Use '''Sync now''' when you need an immediate reconciliation rather than waiting for the scheduler.

Manual sync is available only after '''Enable Facebook property sync''' has been saved.

A sync:

* creates new eligible listings;
* updates changed listings;
* removes previously synced listings that are no longer eligible; and
* logs successes/errors for diagnosis.

== Recent Meta diagnostics ==
Expand '''Recent Meta diagnostics''' to see the latest property-level API activity, including time, property, action, status and message.

Use this first when a particular property is missing from Meta.

== Reconnect ==
Use '''Reconnect''' if the agency needs to authorise Meta again, for example after permissions/business ownership change.

The agency goes through Facebook Login for Business again and Standout stores the replacement authorised connection.

== Disconnect ==
'''Disconnect''' stops the Standout agency using the stored Meta connection and automatic property synchronisation.

The Meta catalogue itself is left intact. Disconnecting Standout does not delete the customer's catalogue from Meta.

== A property is missing from Meta ==
Check:

# the correct property group is enabled;
# the property status is eligible;
# the price is greater than zero and is not Price On Application;
# the agency website property URL is valid;
# at least one public photograph exists;
# street address, town and postcode are present;
# '''Recent Meta diagnostics''' for the exact validation/API message.

== Meta connection fails ==
Start with '''Test connection'''. If the agency has just authorised Standout but Meta returns a permissions error, contact Standout Support rather than creating a separate developer application or manually pasting a temporary token.

The shared Standout app must have the appropriate production permissions/Advanced Access to manage other businesses' authorised catalogues. See [[Meta Facebook Technical Setup]] for the ISSL-side setup.

== Related guides ==
* [[Feeds and Portals]]
* [[Meta Facebook Technical Setup]]

Website Enquiry API

2026-09-01T07:41:55Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Website Enquiry API =

The '''Website Enquiry API''' lets an external estate-agent website send contact forms, viewing requests, valuation requests and other sales/lettings enquiries directly into Standout's [[Communications Centre]].

This page explains the Standout administrator workflow. The detailed technical specification is maintained inside Standout on the dedicated Developer integration guide page.

== Create a website enquiry source ==
Open:

'''Administration → Feeds/Portals → Inbound enquiries → Agency website enquiries'''

# Enter a '''Source name''', for example ''Main website''.
# Choose a '''Fixed branch''' if every enquiry from that source belongs to one Standout branch. Otherwise leave ''Website may specify branch''.
# Optionally enter the '''Website origin''' as a complete URL origin, for example `https://www.example.co.uk`.
# Click '''Create website API key'''.
# Copy the complete key immediately and send it securely to the developer. Standout does not show the complete key again.

Create one source per website, or one per branch where separate keys/routing are useful.

== Keep the key server-side ==
The Website Enquiry API key is a secret.

It must not be placed in browser JavaScript, public HTML, a public Git repository, a mobile app or analytics/error-reporting payloads.

The public website should submit its form to its own server. The website server then makes a server-to-server HTTPS request to Standout.

== Give the developer the guide ==
On the same Inbound enquiries tab, find '''Website API integration''' and click '''Developer integration guide'''.

The guide includes:

* the correct API endpoint for that Standout installation;
* authentication headers;
* JSON request fields;
* example viewing request;
* PHP and Node.js server-side examples;
* success/duplicate behaviour;
* HTTP error responses;
* retry and security guidance; and
* what Standout does after accepting an enquiry.

=== PDF and email ===
The guide can be shared without asking a developer to sign in to Standout.

At the top of the guide:

* click '''Download PDF''' to generate the current guide as an A4 PDF; or
* enter the developer's name/email address and click '''Email PDF'''.

Standout generates the PDF on the fly from the same content as the web guide and attaches it to the email. It is not a separate manually maintained document.

== Manage an existing source ==
Under '''Configured website enquiry sources''' you can see the source name, branch behaviour, key prefix, allowed origin, last lead and enabled status.

* '''Regenerate key''' invalidates the old secret and displays the replacement once.
* '''Disable''' stops the source accepting new requests.
* '''Enable''' reactivates it.

If a key is regenerated, make sure the developer updates the website before leaving the change outstanding.

== What appears in Communications Centre ==
A successful website request creates an inbound communication containing the supplied customer details, enquiry type, message and property link/reference where supplied.

Standout can match the property, match an existing Contact, route the branch and assign the property's negotiator before the item reaches the queue.

See [[Communications Centre]] for the staff workflow after the enquiry arrives.

== Related guides ==
* [[Inbound Enquiries]]
* [[Feeds and Portals]]
* [[Communications Centre]]

Feeds and Portals

2026-09-01T07:41:55Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Feeds and Portals =

'''Administration → Feeds/Portals''' is split into two sub-tabs so outbound property distribution and inbound customer enquiries are not mixed together on one very long page.

== Outbound feeds ==
The '''Outbound feeds''' tab controls where Standout sends property data.

It contains:

* '''Outbound Data Feeds''' - website/data feeds configured for the agency;
* '''Property portals''' - the existing property-advertising portals and their settings; and
* '''Meta / Facebook property catalogue''' - the direct Meta Home Listings integration.

Use this tab when the question is: '''Where should Standout send our property data?'''

For Meta, see [[Meta Facebook Property Catalogue]].

== Inbound enquiries ==
The '''Inbound enquiries''' tab controls how new customer enquiries enter Standout.

It contains:

* '''Inbound portal enquiries''' for Rightmove, Zoopla, OnTheMarket and Homeflow;
* '''Connected inbound portals''';
* '''Agency website enquiries''';
* '''Configured website enquiry sources'''; and
* the link to the separate '''Website API developer guide'''.

Use this tab when the question is: '''How should portals or our website send customer enquiries into Standout?'''

For the full setup, see [[Inbound Enquiries]].

== Why the page is split ==
A portal can be involved in two very different directions:

* '''Outbound''': Standout sends property listings to an advertising destination.
* '''Inbound''': the portal sends a customer enquiry back to Standout.

Keeping those directions on separate tabs makes it much clearer which credentials/settings control advertising and which control the [[Communications Centre]].

== Day-to-day work is elsewhere ==
Feeds/Portals is an administration/configuration area. Once inbound connections are working, staff should not return here to process each lead.

Use [[Communications Centre]] to read, assign, qualify and progress inbound enquiries and Customer Portal conversations.

== Website developer documentation ==
The detailed Website Enquiry API reference is no longer permanently displayed below the configuration forms.

On the Inbound enquiries tab, click '''Developer integration guide'''. The guide opens on its own page and can be downloaded as a PDF or emailed directly to an external developer.

See [[Website Enquiry API]].

== Related guides ==
* [[Inbound Enquiries]]
* [[Communications Centre]]
* [[Website Enquiry API]]
* [[Meta Facebook Property Catalogue]]

Inbound Enquiries

2026-09-01T07:41:54Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Inbound Enquiries =

Inbound enquiry configuration controls how external property portals and agency websites send new customer enquiries into Standout's [[Communications Centre]].

Open:

'''Administration → Feeds/Portals → Inbound enquiries'''

The Inbound enquiries tab is configuration. Staff handle the resulting enquiries day-to-day in '''Communications Centre'''.

== Inbound portal enquiries ==
Standout supports inbound lead connections for:

* '''Rightmove'''
* '''Zoopla'''
* '''OnTheMarket'''
* '''Homeflow'''

Shared provider credentials are managed centrally by ISSL where required, so an agency normally enters only its own branch-specific details.

=== Create a portal connection ===
# Open '''Administration → Feeds/Portals → Inbound enquiries'''.
# Under '''Inbound portal enquiries''', choose the Portal.
# Choose the Standout branch.
# Enter a useful Connection name, for example ''Rightmove - Bolton''.
# Enter the required Portal Branch ID where applicable.
# Click '''Connect portal enquiries'''.

{| class="wikitable" style="width:100%"
! Portal
! Agency-specific setup
! How enquiries arrive
|-
| Rightmove
| Select a Standout branch and enter the customer's Rightmove Branch ID. Shared network/API/certificate settings are maintained centrally by ISSL.
| Pulled through the shared Standout Rightmove API connection. Use '''Sync now''' when a manual check is needed.
|-
| OnTheMarket
| Select a Standout branch and enter the customer's OnTheMarket Branch ID. Shared API URL/certificates are maintained centrally by ISSL.
| Pulled through the shared Standout OnTheMarket connection. Use '''Sync now''' when a manual check is needed.
|-
| Zoopla
| Select a Standout branch and enter Zoopla's internal Branch ID. Shared OAuth Client ID/Secret and API URLs are maintained centrally in Standout Tools.
| Pulled through the Zoopla Leads API. Use '''Sync now''' when a manual check is needed.
|-
| Homeflow
| A fixed Standout branch is required. Create one Homeflow connection per branch. Homeflow Branch ID is optional/reference information.
| Homeflow pushes leads to the secure callback URL generated by Standout. There is nothing to poll manually.
|}

If the shared credentials for Rightmove, OnTheMarket or Zoopla have not yet been configured by ISSL, Standout shows a warning and the agency connection cannot be created until that central setup is complete.

== Connected inbound portals ==
The '''Connected inbound portals''' table shows:

* Portal;
* Standout branch;
* connection name and portal branch details;
* last lead received;
* last sync and any reported portal lag/error;
* enabled/disabled status.

Available actions include:

* '''Edit''';
* '''Sync now''' for polling integrations;
* '''Enable / Disable''';
* '''Regenerate callback''' for Homeflow.

=== Homeflow callback security ===
When a Homeflow connection is created, Standout shows the complete secure HTTPS callback URL once. Copy it before leaving the page and give it to Homeflow when they configure the CRM integration.

If the Homeflow callback secret is regenerated, the previous callback URL stops working immediately. Supply the new URL to Homeflow before expecting further leads.

== Agency website enquiries ==
The same Inbound enquiries tab can create secure API sources for an agency's own website.

A website source can be created for the whole website or, where useful, one per branch.

# Enter a '''Source name''', for example ''Main website''.
# Choose a '''Fixed branch''' or leave it as ''Website may specify branch''.
# Optionally enter the website origin, for example `https://www.example.co.uk`.
# Click '''Create website API key'''.
# Copy the API key immediately. Standout does not display the complete key again.

The source is then shown in '''Configured website enquiry sources'''.

=== Regenerate or disable a website key ===
* '''Regenerate key''' creates a replacement secret. The old key stops authenticating requests, so update the website immediately.
* '''Disable''' temporarily stops the source accepting enquiries without deleting its configuration.
* '''Enable''' reactivates it.

The displayed key prefix is only an identifier; it is not the complete secret.

== Website Enquiry API developer guide ==
The technical API documentation is deliberately kept off the main Feeds/Portals configuration screen.

Use the '''Website API integration''' panel and click '''Developer integration guide'''.

The dedicated guide contains the endpoint, authentication, field definitions, examples, response codes, retry guidance and security requirements.

At the top of the developer guide you can:

* '''Download PDF'''; or
* enter a recipient name/email address and '''Email PDF'''.

The PDF is generated on demand from the same guide content used by the web page, so the emailed guide remains aligned with the current Standout API documentation.

See [[Website Enquiry API]] for the staff/administrator workflow.

== What Standout does when an enquiry arrives ==
Standout attempts to do useful routing before the enquiry reaches the queue:

# uses the source's `external_id` where supplied to protect against duplicate submissions;
# resolves the property using Standout Property ID or property reference where available;
# determines the branch using the source's fixed branch, a valid requested branch, or the matched property's branch;
# looks for one unambiguous existing Contact using email/telephone;
# assigns the enquiry to the property's active managing negotiator where possible;
# stores the original source payload; and
# adds the enquiry to [[Communications Centre]].

This automation helps, but staff should still verify the Contact/property before progressing the lead.

== Troubleshooting ==
=== Portal connection cannot be created ===
Check that:

* the Communications Centre database update is installed;
* the portal-connections update is installed;
* the shared ISSL provider credentials are configured where required;
* the correct Standout branch has been selected;
* the portal Branch ID is the provider's branch identifier, not a property ID or account login.

=== Leads are not appearing ===
Check the connection is enabled and review '''Last lead''', '''Last sync''' and any error shown in the Connected inbound portals table.

For Homeflow, confirm Homeflow is using the current callback URL. For polling portals, use '''Sync now''' to test the connection immediately.

=== Website leads are rejected ===
Check that the website is using the current complete API key and that any configured origin matches the site sending the request. The developer should use the in-app [[Website Enquiry API|Website Enquiry API developer guide]] for response/error details.

== Related guides ==
* [[Communications Centre]]
* [[Feeds and Portals]]
* [[Website Enquiry API]]

Communications Centre

2026-09-01T07:41:54Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Communications Centre =

The '''Communications Centre''' is Standout's staff-facing inbox for inbound customer communication. It brings together:

* property-portal enquiries from '''Rightmove''', '''Zoopla''', '''OnTheMarket''' and '''Homeflow''';
* enquiries submitted by the agency's own website through the Standout Website Enquiry API; and
* '''Customer Portal conversations'''.

This means staff do not have to monitor a separate Customer Portal inbox and separate portal-lead screens. New work is presented in one queue and can be searched, filtered, assigned and actioned from the same place.

For configuration, see [[Inbound Enquiries]] and [[Feeds and Portals]].

== Open the Communications Centre ==
Use '''Communications Centre''' from the main Standout navigation.

The top of the screen summarises:

* '''New / unread''' - new portal/website enquiries plus unread Customer Portal conversations;
* '''Assigned, not actioned''' - enquiries that have been given to a member of staff but have not yet had a first action recorded;
* '''Awaiting customer''' - enquiries where the next action is with the customer; and
* '''Received today''' - communications received today.

== Search and filters ==
Use the search box to find a communication by customer name, property, email, telephone, property reference or message text.

The list can also be filtered by:

* '''Status''';
* '''Branch''';
* '''Source''', including Customer Portal;
* '''Assigned to''', including unassigned enquiries.

By default, closed and not-proceeding enquiries are not shown.

== Sources shown in the inbox ==
{| class="wikitable" style="width:100%"
! Source
! What appears in Communications Centre
|-
| Rightmove
| Leads received from the configured Rightmove branch connection.
|-
| Zoopla
| Leads received from the configured Zoopla Leads API connection.
|-
| OnTheMarket
| Leads received from the configured OnTheMarket connection.
|-
| Homeflow
| Leads pushed to the secure Standout callback URL supplied for that branch.
|-
| Website
| Contact forms, viewing requests, valuation requests and other enquiries sent by the agency website through the Website Enquiry API.
|-
| Customer Portal
| Message threads sent between an existing Standout contact and the agency through Customer Portal.
|}

== Handling a portal or website enquiry ==
Open the enquiry from the list.

The enquiry screen brings together the customer details, original message, property, source, portal qualification/details, assignment, workflow status and activity history.

A useful routine is:

# Check the customer name, telephone and email.
# Check the property and property reference.
# Read the original message and any portal-specific details.
# Check whether Standout has already matched the enquiry to an existing Contact.
# Assign the enquiry if another member of staff is responsible for it.
# Contact the customer and record an appropriate workflow status.
# Link an existing Contact or create an applicant if required.
# Continue into the normal viewing, valuation, applicant or property workflow.

=== Existing Contact matching ===
Standout attempts to match an inbound enquiry to an existing active Contact using the supplied email address and telephone number.

The list can show:

* '''Existing contact''' - an unambiguous match was found; or
* '''Match needs review''' - more than one possible match exists or the match is not safe to choose automatically.

If no Contact is linked, the enquiry screen can show possible Contacts for staff to review.

Do not create a new Contact simply because the enquiry is new. Search/link the existing Contact where appropriate so notes, requirements, viewings and Customer Portal activity remain together.

=== Create applicant ===
If no Contact is linked, use '''Create applicant'''. Standout carries as much useful information as possible from the enquiry into the new Contact form, including names, email, telephone, company/qualification details where supplied, property-to-sell information and the assigned negotiator.

The original source, property reference, received time, message and available portal qualification details are carried into the staff notes so the enquiry remains traceable.

'''Important address rule:''' an address or postcode supplied by a property portal normally describes the '''property being enquired about'''. Standout therefore does not treat generic portal address/postcode fields as the applicant's home address. Applicant/contact/current/home/residential address fields are copied only when the source explicitly identifies them as the customer's address.

=== Property and branch routing ===
Where possible Standout links the enquiry to the correct property. Website integrations can supply Standout's internal property ID or the agent's property reference.

Branch selection follows the configured source/connection and the matched property. Where a property has an active managing negotiator, Standout can automatically assign the enquiry to that member of staff.

== Enquiry statuses ==
The available workflow statuses are:

* '''New'''
* '''Assigned'''
* '''Contacted'''
* '''Awaiting customer'''
* '''Viewing booked'''
* '''Valuation booked'''
* '''Qualified'''
* '''Not proceeding'''
* '''Closed'''

Moving an enquiry into an actioned status records the first response where applicable. The enquiry screen also shows how long a new/assigned enquiry has been waiting.

Use the status to describe the real state of the enquiry, not merely to make the queue look tidy.

== Recommended next actions ==
Depending on the enquiry, Standout can offer direct actions such as:

* create/open applicant;
* email the customer;
* call the customer;
* book a viewing once a Contact and property are linked;
* open the property.

The activity history records receipt, automatic matching/assignment and later staff workflow changes.

== Customer Portal conversations ==
Customer Portal messages are part of the same Communications Centre.

A Customer Portal row is different from a portal lead because the sender is already an authenticated Standout Contact. The row is therefore shown as an existing-contact conversation rather than a new applicant lead.

When a member of staff opens the conversation:

* unread customer messages are marked as read;
* the complete conversation is shown in chronological order;
* messages show the customer or staff sender and time;
* a property is shown where the message was linked to one; and
* staff can reply directly from the conversation.

A staff reply can be a general message or can be linked to one of the customer's properties.

=== What happens when a customer sends a message ===
# The message is saved in the Customer Portal conversation history.
# It appears as unread in the Communications Centre.
# The message is also recorded against the Contact's communications/history where available.
# Standout sends a notification email to the relevant branch email address.
# The notification email clearly says '''Do not reply to this email'''.
# The email contains '''Reply in Standout Property Manager''', which opens that customer's conversation in the Communications Centre.

Staff should reply in Standout, not by replying to the notification email. An email reply would not be added to the Customer Portal conversation.

=== What happens when staff reply ===
# The reply is stored in the same Customer Portal conversation.
# The customer sees it in Customer Portal.
# Standout records the communication against the Contact where available.
# If the Contact has an email address, Standout sends an email notification telling the customer that a new Customer Portal message is waiting.

If the Customer Portal reply is saved but the notification email fails, Standout keeps the portal message and reports that the email notification could not be sent.

== Customer Portal submissions screen ==
The Contact still has:

'''Contact → More actions → Customer Portal submissions'''

This is used for onboarding/buyer-ready data, secure uploads, AML history, portal appointment requests and other customer submissions. The page also shows the Customer Portal conversation and includes '''Open in Communications Centre'''.

Use Communications Centre for day-to-day messaging; use Customer Portal submissions when reviewing the wider information/documents the customer has submitted.

== Good working practice ==
* Treat '''New / unread''' as work waiting for a response.
* Link existing Contacts rather than creating duplicates.
* Keep assignment and status current so colleagues can see who owns the next action.
* Record viewing/valuation outcomes in the normal Standout workflow after the enquiry has been qualified.
* Reply to Customer Portal messages from Standout, never from the branch notification email.
* Close or mark not proceeding only when that genuinely describes the outcome.

== Related guides ==
* [[Inbound Enquiries]]
* [[Feeds and Portals]]
* [[Website Enquiry API]]
* [[Customer Portal]]
* [[Using the Customer Portal]]
* [[Registering a New Applicant]]
* [[Booking and Managing Viewings]]

MediaWiki:Sidebar

2026-09-01T07:41:54Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

* navigation
** mainpage|Home
** Standout - Quick Start|Quick Start
** Daily Negotiator Workflow|Daily workflow

* Sales workflows
** Registering a New Applicant|Register applicant
** Managing Applicant Requirements and Matching|Requirements & matching
** Booking and Managing Viewings|Book/manage viewings
** Recording Viewing Feedback|Viewing feedback
** Sales Valuation to Instruction|Valuation to instruction
** Marketing a Property|Market a property
** Recording and Negotiating Offers|Offers
** Sales Progression to Completion|Sales progression

* Lettings workflows
** Adding a new Rental Property|Take on rental property
** Rental Step Through|Rental step through
** Creating and Starting a Tenancy|Create tenancy
** Rental Compliance and Inspections|Compliance & inspections
** Managing Repairs and Maintenance|Repairs & maintenance
** Tenant List|Tenant list
** Chase Outstanding Rent|Chase rent
** Rental HMO|HMO

* Customers & growth
** Contacts Overview|Contacts
** Using the Customer Portal|Using Customer Portal
** Customer Portal|Customer Portal reference
** Opportunity Finder|Opportunity Finder
** Landmark Anti Money Laundering Checking|AML

* Everyday tools
** The Dashboard|Dashboard
** Communications Centre|Communications Centre
** Diary Overview|Diary
** Task List|Tasks
** Property Overview|Sales property
** Rental Property Overview|Rental property
** Telephone wizard|Telephone wizard

* Administration & specialist
** Administration|Administration
** Feeds and Portals|Feeds & portals
** Inbound Enquiries|Inbound enquiries
** Website Enquiry API|Website Enquiry API
** Meta Facebook Property Catalogue|Meta / Facebook catalogue
** Profile Configuration|Profile
** Brochure Printing Templates|Brochures
** Bulk Rental Payments|Bulk rental payments
** Agency Express|Agency Express
** Xero Accounts Setup|Xero setup
** Xero Accounts Usage|Xero usage
** Sage Accounts Setup|Sage setup
** Sage Accounts Usage|Sage usage
** GDPR|GDPR

Administration

2026-09-01T07:41:53Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Administration =

Administration controls agency-level configuration. For day-to-day CRM work, use the normal Standout navigation rather than changing Administration settings unnecessarily.

== Portals ==
=== Feeds / Portals ===
Open '''Administration → Feeds/Portals'''. This area is now split into two sub-tabs:

* '''Outbound feeds''' - outbound website/data feeds, property portals and the Meta / Facebook property catalogue.
* '''Inbound enquiries''' - Rightmove, Zoopla, OnTheMarket, Homeflow and agency-website enquiry connections feeding the [[Communications Centre]].

The technical Website Enquiry API documentation is no longer displayed permanently underneath the configuration forms. Open the separate '''Developer integration guide''' from the Inbound enquiries tab. The guide can be downloaded as PDF or emailed directly to an external developer.

See:

* [[Feeds and Portals]]
* [[Inbound Enquiries]]
* [[Website Enquiry API]]
* [[Meta Facebook Property Catalogue]]

== Agency configuration ==
[[File:Agency Configuration.png|none|thumb|1300x1300px]]

===== Agency =====
Company logo add to the system an image of your company logo for use within the Standout system

===== Year start =====
Financial year start when the Agencies financial year starts

Holiday year start when the Agencies holiday year starts

Default local council select your local council from the drop down list, you can press backspace and start typing the name to find the council name.

== Email server configuration ==
To help with the initial configuration of your email server, a new option “Default Services” has been added.
[[File:Email Server Configuration.png|none|thumb|1300x1300px]]

Standout has the initial settings for email services from:Gmail / Hosted Exchange by ISSL / Office 365 / Other mail provider

The above can be ignored if your IT support has given you details to populate the email server configuration.

Standout Property Manager can integrate with your own Email server, this will then send all emails other than client match emails via your own mail server, client match emails will still be sent by the ISSL server as that can handle bulk mail. This will allow you to control which email server sends emails from Standout to your contacts. Either leave this option or enable it to use your own email server. Your IT team should be able to provide you with email server details for Standout to use.

The options are:

Server Enabled    ticked, this will allow configuration of your own Email Server

Email host name normally the smtp address (eg smtp.yourdomain.com)

Port number normally 465 or 587 (gmail etc is 587)

Protocol    Normally TLS but can be SSL or None

Username Username of the account (can be an email address)

Password    Password for the account

From name Text for the account (can be your Agency Name)

From address    Email address of the account

Send test email Send a test email using the above settings (saving the agency is not required for testing, only to save permanently)

== Email branding ==

This section allows you to upload images for an email header and footer, change colour schemes and when sending a property match email, enter additional text at the top of the email.

== Status Overrides ==
[[File:Status Override.png|none|thumb|900x900px]]

This section allows you to override a status on your website and portals. The main reason for this override is whilst a sale goes through, and has the possibility of falling though, allowing the agency to continue gathering potential customer details during the sale process.

== Privacy ==
Configure the amount of time to keep details on the system. This screen allows you to determine how long you will keep various forms of data. This decision is yours and any periods should be updated in line with your privacy policy and company terms.

=== Telephone privacy statement ===

This statement will be displayed alongside a telephone consent checkbox on contact details, allowing it to be read out

Recently introduced, by default, “Force GDPR conformation” has been added to Standout. This option will force the Marketing/Privacy/Manual consent option to be displayed when a member of staff adds a new contact.

An agency should place their own Telephone privacy statement in the above box. This will be displayed each time a staff member creates a new contact.

However, if you are entering a Solicitor, you can instruct your staff member to ignore this option and move left to the Contact details tab and enter the Solicitor details.

=== Data retention limits ===

==== Vendors ====

==== Buyer ====

==== Landlords ====

==== Tenants ====

==== Staff ====

== Marketing ==

==== MailChimp Key ====
To allow you to email multiple contacts, the Marketing tab allows you to link Standout to MailChimp. All the details required are linked from this page to MailChimp.

==== MailChimp Lists ====

An example of how lists are shown can be seen:

== File storage ==
[[File:File Storage.png|none|thumb|1300x1300px]]

This section will require you to subscribe to either FTP File Server, Dropbox or Google Drive for the storage of documents. These documents are used in both Letter and Email templates to send agency documents to your contacts.

===== '''ISSL can offer 2Gb of free disk space, please contact us at support@issl.co.uk and we can set this up for you. Once you get to the limit, we offer cheaper rates than the other services.''' =====
The maximum size of each file you can upload is 10Mb. The maximum space is dictated by your storage provider.

Please be aware, large files connected to an email may stop the contact from receiving your email if their email provider has a limit on the size of an email.

== Invoices – currently unavailable ==

Standout is linked to our accounting system, all invoices that have been issued to your agency can be viewed from this screen.

== Tawk to API ==
[[File:Tawk To.png|none|thumb|1300x1300px]]

Standout can show and link the Tawk To chat system so that if installed on your website, you can receive notifications that a client wishes to chat.

When you log into Tawk to then choose the icon on the left side which reads “Add ons”, choose Webhooks.

Click the “+Create Webhook” button and you will then need to copy the link given in the Tawk to settings and place it into “Your Request Endpoint URL” and then copy and paste the Secret Key into the Tawk To Settings, click Save to update.

Note:
You will need to amend each staff member and go to Permissions and tick the Permission “Use Tawk.To Interface” for them to be able to use Tawk to within Standout.
== Branches ==

By default the first Branch created is called Head Office (you can rename this). When in trial or Landlord mode, only one branch can be configured. Once signed up, an agency can add further branches.
[[File:Branch List.png|none|thumb|1300x1300px]]

Adding a branch

To add a new branch, the procedure is identical to the details in Edit Branch,.

=== Edit Branch ===
To edit a branch, just click the Edit Branch on the right hand side.
[[File:Edit Branch Button.png|none|thumb|1300x1300px]]

==== Contact Information ====

Branch Name    the name of this Branch

Postcode the postcode of this branch

Address the full address of the branch

Country the country where the branch resides

Telephone Number    the telephone number of the branch

Fax Number    the fax number of the branch

Email address    the main email used for this branch

Latitude the Latitude of this branch (for digital maps)

Longitude    the Longitude of this branch (for digital maps)

Set map move your branch latitude/longitude if does not display correctly

Comp. Reg. No. the Company Registration Number for your agency/branch

Legal entity name the Legal entity name of this Agency

==== Managers ====

Once you’ve added all the staff in your Agency, you can assign those Staff members to Manager roles.

==== Default rooms ====
To optimise property entry, it Is possible to create default rooms and floors. These rooms/floors will appear (if chosen to be added) at the end of your floors/rooms within a property. One of the popular options for default rooms is to add Agent Notes and Disclaimers to a property and saves the re-entering of room information. Additionally, as with floors/rooms in a property, these can be excluded from being included in a brochure.

==== Settings ====

===== Branch services =====

Branch on hold if you either close a branch or temporarily stop operating from a branch, this will place that branch on hold so no properties can be added.

Sales    this branch caters for Sale properties

Rentals    this branch caters for Rental properties

Auction this branch caters for Auction properties

Residential    this branch caters for Residential classes

Commercial this branch caters for Commercial classes

Business sales this branch caters for Business sales

===== Applicable countries =====

Select which countries this branch deals with 'England' is selected by default.

===== Default local council =====
This dropdown selection will default to the default local council in the Agency settings. However, if this branch does not fall within this remit, you can then choose an alternative.

===== Properties =====

Property status mode this allows all properties to either operate by Free or Guided (default) modes. In Free mode, you select the Property status as you progress through either the Sale or Rental. In Guided mode, the system will allow you to only choose from a chosen set of statuses and will change as you progress through the Sale or Rental process.

Countries can be configured so that if you only operate in England, then you can choose Not displayed otherwise you can choose Displayed or Mandatory that a country is selected.

Enable EPC is when you either wish to enter an EPC for a property but, if this is not an requirement, then EPCs can be turned off.

Force money laundering checks will only allow you to proceed with a property only when those parties have supplied money laundering documentation.

Flag properties that have not been viewing in the past number of days allows you to set a number of days so that agents are aware of properties that are not gaining interest by potential buyers.

===== Diary =====

Should you wish to ensure that by default emails are sent to viewers, owners and tenants but can be either turned off here or when creating an appointment.

===== Fees =====
Default fee    the fee default amount (1% default)

Default fee type    either Fixed or Percentage (% default)

Default rental fee the rental fee default amount (0% default)

Default rental fee type either Fixed or Percentage (% default)

Default finders fee    a monetary figure (£0.00 default)

Apply fees when the agencies management feeds should be applied

   On due date    when the due date occurs, fees are raised automatically

   On payment    when the tenant pays, then the fees are raised

===== Currency =====
An agency can set up all the agency fees that they accept, by default GBP/EUR/USD

===== Letters =====
When letters are produced, who letters are sent from, either the Property Manager, Branch Manager or that user that is logged in.

===== Language =====
Standout can convert text to French/German/Spanish instead of English

==== Tax ====
When you enter your VAT number, Standout will allow you to enter the VAT rate and the effective Date, this will allow the system to calculate the correct VAT amount for each applicable transaction. If the rate changes, then Standout will use the current VAT rate.

==== Rental ====
Rental fee information the agencies legal information regarding rental properties.

This will be displayed on your website and to portals.

Repairs    If your website was created by ISSL recently, it may have the ability for tenants to report repairs directly. If this is available and enabled, the below staff member will be notified whenever a new repair is reported by a tenant, in addition to it appearing in the list of repairs for their property.

==== SMS ====
[[File:SMS.png|none|thumb|1200x1200px]]

Standout has the ability to send SMS text messages to mobile numbers but, an Agency must purchase credits for this to operate. You will be required to enter an SMS sender number (usually your office number) and a tag line for the end of your message. Also, if enabled, Standout can text those contacts who are viewing a property, will receive a reminder 2 hours prior to an appointment.

==== Advertising board request ====
Standout has two methods for board companies, either the standard email service, or Agency Express

===== Agency Express =====
[[File:Agency Express.png|none|thumb|1200x1200px]]
When you sign up with agency express you can obtain an API code from them, just put that (Copy and Paste) into the Agency Express API field, you will also get a Branch Code, again copy and paste that into the Branch code field and select the other options as required.

==== Standard Email Board Company ====
[[File:Board Company.png|none|thumb|1200x1200px]]

===== Board company contact details =====

Fill in the required information primarily the board company email address where the automated emails will be sent to.

Sale statuses

When standout sends/updates a board company regarding changes.

===== Letting statuses =====
When standout sends/updates a board company regarding changes.

===== Board removal =====
When a board should be removed (after x days).

==== Applicable countries ====
[[File:Applicable Countries.png|none|thumb|1200x1200px]]
By default England is selected for all companies and offices, however you should ensure that this is selected correctly according to the countries that you sell properties in, just tick or untick as required.

=== Affiliates ===
Standout can send the appropriate information to either Brief Your Market or Move with Us should you have a subscription with either of these companies.

=== Proactive Actions ===
Proactive actions have been created to automate actions to improve efficiency of your agency. By setting up actions you are able to initiate reminders, communications with a property vendor or landlord without having to manually perform this. For example, you might want to send an email to a vendor after 7 days of their property going on the market to reassure them you're doing everything to find a buyer.

'''Creating a new action'''

'''Description''' - A description of the action (max 255 characters)

'''Enable/Disable''' - If this task is Disabled, it will not be processed by Standout (if you want to suspend this for the time being)

'''Property Class'''

'''Residential/Commercial/Business''' - Choose which class of property to perform the action against

'''Property Type'''

'''Sales/Lettings''' - Choose if this action is to perform against a sales property or a rental property

'''Property Status'''

'''At status change/After status change''' - "At status change" will be processed every time a property is edited and those actions which are applicable, will be processed. "After status change" will be processed by a daily job that will run in the early hours of a morning. Therefore, when selecting a "Contact day" you will NOT be able to choose "Immediately".

'''Specific status''' - Which status do you want to perform the action against

'''Contact Method'''

6 methods are currently available: 'Create a task', 'Diarise telephone call', 'Diarise send email', 'Diarise send SMS', 'Email (automated)', 'Email (staff member)', 'SMS (automated)'

'''Contact day'''

You can choose to perform this action immediately or up to 28 days in the future. Note: Immediately will NOT be available if "After status change" is chosen.

'''Contact time'''

You can choose a specific time for the diary appointment to be created.

'''Staff member'''

Choose who to assign any the action to (be it an task/appointment or a signature on an email.

'''Send to'''

Choose who to send the email or SMS to - Vendor/Landlord or Buyer/Tenant

'''Task name'''

Enter a meaningful task subject line when creating a task for a staff member (max 255 characters)

'''Subject'''

When an email method is chosen, this appears for you to complete.

'''Body'''

The main text to an email. Variables can also be used and are:-

Current variables are

'''Property variables'''

{RE} - The Display Address for the property

{REF} - The property reference

{ADDRESS} - The properties full address (seperate lines)

'''Vendor variables'''

{VendorSalutation} - The vendor name including Title

{VendorTitle} - The title of the vendor

{VendorName} - The first name(s) of the vendor

{VendorSurname} - The surname of the vendor

{VendorTelephone} - The vendors telephone number

{VendorMobile} - The vendors mobile telephone number

{VendorEmail} - The vendors email address

'''Landlord Variables'''

{LandlordSalutation} - The landlords name including Title

{LandlordTitle} - The title of the landlord

{LandlordName} - The first name(s) of the landlord

{LandlordSurname} - The surname of the landlord

{LandlordTelephone} - The landlords telelphone number

{LandlordMobile} - The landlords mobile number

{LandlordEmail} - The landlords email address

'''Buyer variables'''

{BuyerSalutation} - The buyer name including Title

{BuyerTitle} - The title of the buyer

{BuyerName} - The first name(s) of the buyer

{BuyerSurname} - The surname of the buyer

{BuyerTelephone} - The buyers telephone number

{BuyerMobile} - The buyers mobile telephone number

{BuyerEmail} - The tenants email address

'''Tenant variables'''

{TenantSalutation} - The tenant name including Title

{TenantTitle} - The title of the tenant

{TenantName} - The first name(s) of the tenant

{TenantSurname} - The surname of the tenant

{TenantTelephone} - The tenants telephone number

{TenantMobile} - The tenants mobile telephone number

{TenantEmail} - The tenants email address

'''Staff variables'''

{StaffMember} - The name of the staff member dealing with this property

{AgencyName} - The agency name

{OfficeAddres} - The address of the branch

{OfficeTelephone} - The telephone number of the branch

{OfficeEmail} - The email address of the branch

'''Formatting variables'''

{b} - Start to bold text

{/b} - End of the bold text

{u} - Start to underline text

{/u} - End of the underline text

{i} - Start to italic text

{/i} - End of the italic text

'''Delete action''' - allows for you to delete the action

'''Cancel''' - cancel editing the action

'''Create/Update action''' - creates or updates the action

Once saved, you will be shown a list of existing actions. You have the options to edit or delete an action.

=== Money laundering provider ===

There are 2 options for money laundering provider either none (you will do all the checks manually yourself) or [https://www.landmark.co.uk/landmark-estate-agency-services Landmark] where they will do all the checking for you.[[File:Money Laundering Provider.png|none|thumb|900x900px]]

If None is selected you have two options available Force money laundering checks, which basically reminds you if you have not entered any identity check information and email chase up, enabling this option will send reminder emails to those contacts that are still required to provide you with Money Laundering documentation. By enabling this option, a staff member is required to be selected and if required, the email can be amended to your own wording.

==== Landmark AML ====
[[File:Landmark Configuration.png|none|thumb|1200x1200px]]
Selecting Landmark will enable the fully automated Anti Money Laundering verification system from [https://www.landmark.co.uk/landmark-estate-agency-services Landmark].

Once you sign up with Landmark tell them you are using Standout Property Manager From ISSL they will provide you with an Account ID, copy and past that into the Account ID field and save, from that point on your are able to automatically AML check contacts.
== Staff ==
[[File:Staff List.png|none|thumb|900x900px]]
By default the staff list shows all staff that are enabled, you can change this list to show all inactive staff by clicking on the filter by status drop down, from here you can select active or inactive staff.

Should you want to restore a staff member that you have made inactive swap to the inactive list, then click restore to the right of the person that you want to make active again.
[[File:Restore User.png|none|thumb]]

It is important that if a member of staff leaves you deactivate them from the system as soon as they walk out the door for the protection of your data, as they can login from anywhere unless you have ip restrictions in place.
=== Add / Edit a member of staff ===
[[File:Staff Screen 1.png|none|thumb|1300x1300px]]
Most fields here are self explanatory please remember if you have multiple offices to assign the staff member to the correct office with the correct privileges .Once completed data entry of this tab, please press Create staff before moving to the next tab to ensure that there will be no data loss or entry errors.

=== Permissions ===
[[File:Permissions 1.png|none|thumb|1131x1131px]]
[[File:Permissions 2.png|none|thumb|300x300px]]
[[File:Permissions 3.png|none|thumb|575x575px]]

You can allow or disallow staff access to parts of the Standout system.

The permissions screen is split into logical sections to help you assign the correct level of access to each person.

When you click any of the above options, they will automatically update, therefore, you do not need to click Save staff on this tab once you have completed your edits.

=== Email Preferences ===

Use this section to create an email signature for automated emails as you are legally obliged to do this.

=== Email access ===
Entering a staff’s email settings allows Standout Property Manager to automatically process emails from portals such as Rightmove and Zoopla, as well as keep a history of communication with known clients.

=== History ===
Shows a history of what a staff member has had logged whilst using Standout.
=== Login locations ===
When staff log in, their IP address is recorded, if a member of staff is working out of the office and shouldn’t be, this will allow you to block the address in Agency / Security.

===Staff Holidays Administration Configuration===

Configuring holidays is simple, there are the following two options in Administration/Staff/Staff member. Then, select the Permissions tab

Specifically, these are the two settings that need to be configured, with ticks, that member of staff can do both, without those, are required to request holidays.
===Configuration Warning===

If no one has “Approve own holidays” in a branch, when a staff member attempts to Request a holiday, they will see this error:

To fix this issue ensure the above has been configured.
===Staff Configuration===
Within Staff details / Basic details, there is now the ability to store the staff members holiday allocation, this is in number of days.

Along with their allocation, please enter their workdays so the system knows which days they work.

== Teams ==
[[File:Teams.png|none|thumb|900x900px]]
The above example screen shot shows the general team selected and all staff members are added to that team.
By default, the General team is created and all staff members automatically get added to this team when they are created.

To edit a team click Edit then add or remove staff as required and click Save team.

To create a new team, enter the Team name, choose Staff and click Save team.

== Feeds ==
[[File:Feeds.png|none|thumb|1300x1300px]]

This page allows you to send data to various outbound data feeds to portals etc, and update the details for those you are subscribed to.

== Editing Feeds ==
There are two types of outbound data feed :-

Standard Feeds (Rightmove, On the Market, Zoopla etc) and None Standard feeds none standard feeds need extra information.

All feeds are edited by simply clicking on the Edit button as per the below example :-
[[File:Net House Prices.png|none|thumb|600x600px]]

Once the Edit link is pressed it expands down to show the below :-
[[File:Net House Prices 2.png|none|thumb|900x900px]]

Just fill in the feed codes supplied by the portal company in the spaces provided, note you may have different codes for each type of property, also some types may not appear ie if you do not do commercial property then that option will not be available.

The Automatically include new listings determines if any new property you enter is automatically sent to the portal, if not selected you need to manually enable the property to send on the advertising tab within each property.

Once you have input the code supplied, press Save Details and you are finished.

The feed will automatically start.

The second type of feed requiring more information is shown below, again the portal will supply the extra information.[[File:FTP Feeds.png|none|thumb|999x999px]]

Portal companies will supply you with their feed information, certain portals will require FTP details to be entered, others will already contain FTP settings, some using real time data feeds (Rightmove, Zoopla etc) do not need this information. Some portals will also have separate feed codes for each branch so ensure you check that the feeds are set up correctly as per the portal requirements.

All portals will have feed codes for the types of properties that will be required to populate the above fields.

== Security ==
This page allows you to define known IP addresses to restrict logins to this system. If no IP Addresses are listed, staff can log in from any machine. Adding IP Addresses to this list will restrict where staff can log in from, and increase the security of your data.
[[File:Security.png|none|thumb|900x900px]]
The above screenshot shows that Carl Smit is only allowed to access Standout Property Manager from the ip address shown, this restricting this person to only login from the office (or any known location)

IP formatting:

IPV4 addresses follow the format N.N.N.N where N is a number from 1-255

IPV6 addresses follow the example 2001:0db8:0a0b:12f0:0000:0000:0000:0001

== Property features ==
[[File:Property Features.png|none|thumb|600x600px]]
This option is used to add new items that have not been defined in the “Features” list within Properties.

For example if you sell properties that quite often have canal at the rear of the garden then you could add a feature of 'Canal Mooring'

== Property Progression ==

== Add marker ==
This allows you to add a progression marker that does not already exist and for a range of contracts/classes and contacts.

Default Residential Sales

Default Residential Lettings

Default Commercial Sales

Default Commercial Lettings

Default Business Sales

== Contact Sources ==
Standout has some default advertising sources configured. However, should you wish to record a specific advertising campaign or advertising outlet not listed, it can be added in this section.

== Brochure Templates ==
By default, Standout has two brochures available. However, these can be amended for your agency. ISSL offer a service to create a brochure for your agency (at a cost), otherwise, you may download a template, amend it and upload it.

To create a new brochure, click Duplicate on either of the above defaults.

=== Editing a brochure ===

Document name a meaning full short description of the brochure

Document description    a full description of the brochure

For a complete list of what variables to use within your brochure, click “Template variables available to use on this brochure” and a comprehensive list and descriptions will be show. If needed, copy/paste this information into a new Word document to either save as a reference and/or print out.

Click “Download Microsoft Word template” to download and edit the document. When completed, click on Choose File, select the template that you’ve edited and then click

Save Brochure. The original brochure will now be replaced with the new version. To test, open a property, click More Actions then Generate Brochure, if you then save the property with a generated brochure, Standout will create a PDF version.

== Letter templates ==

Standout offers a master set of letters when communicating with contacts. Every letter can be duplicated, amended and then used by Staff. We recommend letter names that are meaningful and not ambiguous, especially if duplicate letters are created with only minor differences.

When you’ve attached Agency files to be sent with your letters, the number of letters attached will be shown in the letter description “(and has ‘x’ agency file(s) attached)”.

Master letters are available to preview and Duplicate but not Edit.

Choose a letter to that you wish to duplicate and click “Duplicate”

=== Edit letter ===

=== Copy settings ===

If you have a document already configured (with Page/Header/Footer settings, you can use this option to copy these. Click Copy settings from, select your letter and then click Copy.

Enter a meaningful Letter name and description for this letter.

==== Page ====
These settings allow you to control the margins on the page and the default font size to be used.

==== Header ====
This section allows you to configure where a logo will appear an on what page.

==== Footer ====
This section allows you to configure where a logo will appear an on what page.

==== Letter content ====

This section will let you configure the content of the letter and place the variables in your letter which will be converted.

Design Help

If you click on the “Help on designing letter templates” a list of sections and variables should be displayed

The above is broken into three sections - Section variables, Mandatory variables, Optional variables (usually added variables).

=== Agency files ===
Once files have been uploaded in the Agency files section, you are able to then choose files to be sent with these letters, should you choose the Email option and are attached automatically.

Once completed click on Save letter to save these changes and return to the Letters list.

== Email templates ==

As with Letters, emails have Master copies that you are unable to edit, to make your own version, click “Duplicate” to create a new document.

=== Editing Email ===

Click on Edit on the right hand side to open the template details

Document name the name of the email

Document description    a detailed description of the email

Template Code the wording of your email

Show merge fields

Agency files the files that can be attached to an email sent from Standout

Delete Delete this template

Cancel Cancel any alterations and return to the email templates

Save email Save the email and return to the email templates

== Diary categories ==

This section allows you to create new categories for the diary and also allows the category colour to use.

== Match location updater ==
[[File:Match Location Update.png|none|thumb|1300x1300px]]

The section allows you to enter an area, then, if you believe it should be altered, you can then send a request to our support team for it to be inspected and either authorised or rejected.

=== Proposing a new location ===
[[File:Propose New Location.png|none|thumb|1300x1300px]]
Nearby location    if the location can’t be found, enter one that is nearby as a starting point and then amend as required.

Name your location    Name the location of the area you are suggesting

Propose location click this button to send the location to support for their review.

== Landmark Agency Configuration ==

Landmark should provide you with four configuration keys, these are to be stored in Administration / Branch / Money laundering configuration
[[File:Landmark Agency Configuration.png|none|thumb|1200x1200px]]

You need to input the following:

API or Ocp Apim Subscription Key

Account ID

Client ID

Client Secret

Once entered (or copy/pasted), then save the branch.

You will need to log out and log back into Standout for these settings to allow AML checking.

Using the Customer Portal

2026-09-01T07:41:53Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Using the Customer Portal =

This guide is for staff. It explains when to invite a customer, what to expect them to do, and what staff still need to manage in Standout.

For the full feature reference, see [[Customer Portal]].

== When to invite ==
Customer Portal is useful for:

* applicants who want to maintain requirements and matching;
* buyers completing Buyer Ready/onboarding;
* sellers following viewings/offers/progression;
* landlords following tenancies/compliance/repairs;
* tenants reporting repairs and viewing tenancy information.

The contact needs a usable email address.

== Send the invitation ==
Open the Contact and click the prominent '''Send Customer Portal link''' button to the left of '''More actions'''.

The customer receives a time-limited secure sign-in link.

== First login ==
On first secure-link access, the customer is encouraged to create a password. Returning customers can then sign in using email + password.

If they forget the password, the secure email link remains available as a recovery/passwordless route.

== What customers can update ==
Depending on their role/transaction, customers can maintain or submit information such as:

* property requirements;
* Buyer Ready information;
* solicitor information;
* onboarding/identity details;
* secure documents;
* viewing requests;
* repair reports;
* repair quote decisions for landlords.

Some of this updates existing Standout records directly; other submissions are presented to staff for review.

== Review customer submissions ==
Use:

'''Contact → More actions → Customer Portal submissions'''

This view can contain onboarding, buyer position, AML information, secure uploads and viewing requests.

Do not assume information is correct simply because the customer entered it. Review important transaction/compliance data.

== Property requirements ==
Customer Portal requirements use the same underlying Standout requirements records as the staff CRM. If a customer changes their search, staff will see the same change.

== Viewing requests ==
A Customer Portal viewing request creates a tentative diary viewing. Staff should confirm the slot/parties before treating it as booked.

== Repairs ==
Current tenants can report repairs. Landlords can respond to recorded quotes where the repair has a quote awaiting a decision.

== Handle Customer Portal messages ==
Customer messages are now part of the [[Communications Centre]] rather than a separate staff inbox.

Recommended staff workflow:

# Open '''Communications Centre'''.
# Use Source = '''Customer Portal''' when you want to see only portal conversations.
# Open the customer's conversation. This marks unread customer messages as read.
# Read the conversation history and property context.
# Type the reply in Standout, optionally select a related property, and click '''Send reply'''.
# Standout saves the reply into the Customer Portal and sends the customer an email notification where possible.

When a customer sends a new message the branch may also receive a notification email. '''Do not reply to that email.''' Use the '''Reply in Standout Property Manager''' button in the email to open the Communications Centre conversation.

The Contact's '''Customer Portal submissions''' page also shows the conversation and provides an '''Open in Communications Centre''' button.

== Customer communication ==
Customer Portal reduces routine chasing only if the underlying CRM is kept current. Messages should be answered from [[Communications Centre]] so both staff and customer see the same conversation.

Update progression, viewing feedback, offers, tenancy/compliance and repair states promptly so the portal tells the truth.

== Security principle ==
Customers can only access records to which their authenticated contact is genuinely linked. Never try to work around portal permissions by sharing another customer's link.

Customer Portal

2026-09-01T07:41:53Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Customer Portal =

'''Customer Portal''' is Standout's secure customer portal for sellers, buyers, landlords, tenants and applicants. It is connected to live Standout data so customers and staff are not maintaining separate versions of the same move/search.

For a staff-focused day-to-day guide, see [[Using the Customer Portal]].

== Access and sign-in ==
Staff invite a customer from the Contact record using '''Send Customer Portal link'''.

Customers can sign in by:

* email address + Customer Portal password; or
* a time-limited secure email link.

A new customer arriving by secure link is encouraged to create a password. They can change it later from the Password option in Customer Portal.

Passwords are stored securely as one-way hashes in the ContactPassword field and are not readable by staff.

== Dashboard ==
The dashboard adapts to the customer's relationships with the agency. A customer may simultaneously be selling, buying, a landlord, a tenant or an applicant.

The customer sees only records to which their authenticated Contact is genuinely linked.

== Sellers ==
Depending on the property/transaction, a seller can see relevant information such as:

* viewings;
* viewing feedback;
* offers;
* progression;
* customer-visible documents;
* branch/contact information;
* message-my-agent options.

== Buyers ==
A buyer can see relevant property/transaction information and complete Buyer Ready/onboarding items such as:

* cash/mortgage position;
* AIP/mortgage status;
* deposit/source of funds;
* property-to-sell/chain position;
* solicitor details;
* AML consent/information;
* secure document uploads.

== Applicants and requirements ==
Customers can maintain multiple property searches. They can edit buying/renting, price, bedrooms, area/radius, property type/style, new-build preference and must-have features.

Requirements can be paused/reactivated/deleted and Standout immediately re-runs the existing matching engine. Matching properties are shown in Customer Portal.

These are the same requirement records staff use in the Contact screen.

== Viewing requests ==
A customer can request a preferred viewing date/time. Standout creates a tentative linked viewing appointment for staff to review. The customer sees the live appointment state after staff confirm/cancel it.

== AML and documents ==
Customer Portal can collect private supporting files such as:

* proof of funds;
* Agreement in Principle;
* identity evidence;
* proof of address;
* source-of-funds evidence;
* solicitor documents;
* Right-to-Rent evidence;
* other private documents.

These files are stored privately and are reviewed by staff from the customer's Customer Portal submissions screen.

Where Landmark is configured, eligible customers can provide AML information/consent and start or refresh the AML request through the existing Standout Landmark workflow.

== DocuSign ==
Existing Standout DocuSign envelope status can be shown in Customer Portal, for example awaiting signature, opened, signed, declined or cancelled. Signing itself continues through DocuSign.

== Landlords ==
A landlord can see relevant tenancy/compliance/repair information. Where a repair quote has been recorded, Customer Portal can allow the landlord to approve or decline it with an optional comment.

== Tenants ==
A current tenant can see relevant tenancy/compliance information and report maintenance through the existing repairs workflow.

== Messaging and Communications Centre ==
Customers can use '''Message my agent''' to send a message to the agency. The message is stored as part of the Contact's Customer Portal conversation and appears in the staff [[Communications Centre]] alongside portal and website enquiries.

When a customer sends a message:

# it is stored in the Customer Portal conversation;
# it appears as unread in Communications Centre;
# the communication is recorded against the Contact where available; and
# Standout sends a notification email to the relevant branch.

The branch notification email deliberately says '''Do not reply to this email'''. It contains a '''Reply in Standout Property Manager''' button that opens the correct customer conversation in Communications Centre. Staff should always reply from Standout so the response is stored in the conversation and shown to the customer.

Staff replies can optionally be linked to one of the customer's properties. The customer sees the reply in Customer Portal and, where the Contact has an email address, receives an email notification that a new Customer Portal message is waiting.

Unread customer messages are marked as read when staff open the conversation.

The Contact's '''Customer Portal submissions''' screen still shows the conversation, but day-to-day messaging is designed to be handled in Communications Centre. See [[Communications Centre]].

== Staff review ==
Use '''Contact → More actions → Customer Portal submissions''' to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests. The same page also shows the portal conversation and includes '''Open in Communications Centre'''.

== Keeping Customer Portal useful ==
Customer Portal is only as current as the underlying CRM. Staff should promptly record viewing feedback, offers, progression, repair status and compliance information so the customer portal reflects reality.

Contacts Overview

2026-09-01T07:41:52Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Contacts =

The Contact record is the centre of the customer relationship in Standout. It should answer: '''Who is this person, what are they trying to do, what have we agreed with them, and what is the next action?'''

A contact can have more than one role. For example, the same person may be an applicant looking to buy, a vendor selling their current home and a landlord of another property. Do not create separate records for each role.

== Common contact workflows ==
* [[Registering a New Applicant]]
* [[Managing Applicant Requirements and Matching]]
* [[Booking and Managing Viewings]]
* [[Sales Valuation to Instruction]]
* [[Landmark Anti Money Laundering Checking]]
* [[Using the Customer Portal]]
* [[Communications Centre]]

== Before creating a contact ==
Search first. Use name, mobile/telephone, email or postcode. Duplicate contacts fragment notes, requirements, AML and transaction history.

== Adding a new contact ==
# Choose the appropriate contact type or types.
# Enter the customer's name and at least one reliable contact method.
# Add the address where relevant.
# Save/Create the contact.
# Continue with the workflow that caused the contact to be created, for example requirements, valuation, viewing or landlord instruction.

[[File:Adding A New Contact.png|none|thumb|1200px|Create the contact with the information you know, then continue the relevant workflow.]]

== Contact types ==
A contact must have at least one role. Typical roles include:

* '''Applicant / Tenant''' - looking to buy or rent.
* '''Purchaser''' - buying a property.
* '''Vendor''' - selling a property.
* '''Landlord''' - letting a property.
* '''Solicitor''' - acting for a party in a transaction.
* '''Contractor''' - carrying out maintenance/repair work.
* '''Rental guarantor''' - supporting a tenancy.

Selecting a role may reveal additional tabs or fields relevant to that relationship.

== Keep communication details current ==
Telephone numbers and email addresses are used throughout Standout for appointments, letters, Customer Portal access and notifications.

Email addresses should be kept unique to the appropriate contact record. Where several email addresses are supported in a field, separate them as required by your agency's data-entry policy.

[[File:Contact Information.png|none|thumb|1200px]]

== Record useful notes, not transcripts ==
A good CRM note records the outcome of the conversation and what happens next. For example:

:''Spoke to Mr Smith. Still looking up to £325,000, needs three bedrooms and now has own property SSTC. Wants to view 14 High Street Saturday afternoon. Viewing booked for 14:30.''

That is more useful than a note saying only ''Called customer''.

== Applicants and purchasers ==
For somebody looking for property, the contact record is only half complete until their requirements are recorded.

Use [[Managing Applicant Requirements and Matching]] to capture budget, bedrooms, location, property type and other criteria. If they have a property to sell, record that position because it affects qualification and can create an [[Opportunity Finder]] opportunity.

The '''Heat Rating''' can be used to indicate priority where your agency uses it.

[[File:Heat Rating.png|none|thumb|1200px]]

== AML and identity ==
Where AML is required, complete the customer's identity information accurately and use the [[Landmark Anti Money Laundering Checking|Landmark AML]] workflow.

Customers using [[Customer Portal]] can provide onboarding information and supporting documents, but staff remain responsible for reviewing the information and compliance result.

== Requirements and live matches ==
The Requirements area describes what the applicant wants. Live matches show properties currently matching those requirements.

Do not weaken requirements simply to produce more matches without discussing it with the customer. The record should reflect the customer's real search.

== Files and documents ==
Store documents against the appropriate contact/property record so they can be found by other staff. Sensitive customer uploads from Customer Portal are kept private and are reviewed from '''More actions → Customer Portal submissions'''.

== Customer Portal and Communications Centre ==
Where the contact has an email address, use '''Send Customer Portal link''' to invite them to the customer portal. See [[Using the Customer Portal]].

Customer messages sent through Customer Portal appear in [[Communications Centre]] alongside portal and website enquiries. Reply from Standout so the answer is saved in the same portal conversation and the customer is notified.

Use '''Contact → More actions → Customer Portal submissions''' for onboarding, buyer-ready information, secure uploads, AML history and portal appointment requests. The submissions page also shows the conversation and has '''Open in Communications Centre'''.

== Things to check before leaving a contact ==
* Is the email/mobile correct?
* Is the role/contact type accurate?
* If they are looking, are their requirements current?
* If they have a property to sell, is that recorded?
* Is the latest meaningful conversation noted?
* Is there a task or appointment for anything promised later?

== Related guides ==
* [[Registering a New Applicant]]
* [[Managing Applicant Requirements and Matching]]
* [[Landmark Anti Money Laundering Checking]]
* [[Customer Portal]]
* [[Opportunity Finder]]

Daily Negotiator Workflow

2026-09-01T07:41:52Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Daily Negotiator Workflow =

This is a practical routine for using Standout through a normal working day. It is not mandatory, but it keeps appointments, follow-ups and opportunities from falling between different screens.

== Start of day ==
# Open the [[The Dashboard|Dashboard]].
# Open the [[Communications Centre]] and deal with new/unread enquiries or Customer Portal messages that need a prompt response.
# Check today's diary and any appointments that need preparation.
# Open the [[Task List]] and deal with overdue tasks first.
# Review notifications and messages.
# Open [[Opportunity Finder]] and identify the strongest prospecting calls for any available gaps in the diary.

== Before a valuation ==
# Open the property/contact.
# Check the owner's contact details and address.
# Review previous notes and any earlier valuation history.
# Confirm the diary appointment and directions.
# If appropriate, prepare any valuation/take-on checklist or letter available from the appointment/property workflow.

After returning, follow [[Sales Valuation to Instruction]] or the rental take-on workflow.

== Before a viewing ==
# Open the viewing appointment.
# Check the applicant is still looking and the requirements still make sense.
# Review any important property notes and access/key instructions.
# Confirm whether the viewing is accompanied or unaccompanied.

After the viewing, record the outcome promptly using [[Recording Viewing Feedback]].

== During calls and enquiries ==
Portal leads, website enquiries and Customer Portal conversations should be worked from [[Communications Centre]]. Link an existing Contact wherever possible and use the enquiry status/assignment so colleagues can see who owns the next action.

Always search for the caller before creating a new contact. If the enquiry is a potential instruction, the [[Telephone wizard]] can create the contact/property and help book the valuation in one flow.

For applicants:
# register or update the contact;
# update requirements;
# run matching;
# book a viewing where appropriate;
# create a task if a follow-up is promised.

== Prospecting time ==
Use [[Opportunity Finder]] as a prioritised list rather than manually trawling old contacts.

A useful sequence is:
# property-to-sell buyers;
# recent lapsed valuations;
# withdrawn vendor win-backs;
# dormant applicants.

After every call, record the outcome and use the workflow action so the opportunity does not repeatedly return as if untouched.

== End of day ==
# Complete tasks that are finished rather than leaving them open.
# Move unfinished actions to a realistic future date.
# Check [[Communications Centre]] for any new/assigned items that still have no first action.
# Check tomorrow's appointments for gaps or clashes.
# Make sure valuation/viewing outcomes have been recorded.
# Check that any important customer promise has either been completed or captured as a task.

The goal is simple: another member of staff should be able to open Standout tomorrow morning and understand what happened today.

Standout - Quick Start

2026-09-01T07:41:52Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Standout Quick Start =

This guide is for a new member of staff who needs to become productive quickly. It concentrates on the working habits that make Standout useful, rather than trying to explain every field on every screen.

== 1. Start the day from the Dashboard ==
After signing in, use the [[The Dashboard|Dashboard]] to answer four questions:

# What appointments do I have today?
# Which tasks are due or overdue?
# Are there new notifications or customer activity that needs attention?
# Which properties or contacts have I recently been working on?

Do not use the Dashboard only as a launch page. It is intended to show the work that is waiting for you.

If your agency uses Office 365 integration, sign in to Office 365 when prompted so diary appointments can also be created in your Outlook calendar.

[[File:New Dashboard.png|none|thumb|1200px|The Dashboard brings together the work that needs attention.]]

== 2. Work the Communications Centre ==
Open [[Communications Centre]] early in the day and during the day as new work arrives. It combines portal leads, website enquiries and Customer Portal conversations.

Use the queue to assign enquiries, link an existing Contact, create an applicant where necessary and record the real workflow status. Do not reply to Customer Portal notification emails; open the conversation in Standout and reply there.

See [[Communications Centre]] and [[Inbound Enquiries]].

== 3. Search before you create ==
A large proportion of CRM problems start with duplicate contacts.

Before adding a person, search by one or more of:

* surname;
* telephone/mobile;
* email address;
* postcode.

If the person already exists, update the existing contact. A single contact can have several relationships with the agency, for example applicant, vendor and landlord.

See [[Contacts Overview]] and [[Registering a New Applicant]].

== 4. Keep the contact record useful ==
A contact should contain enough information for another member of staff to continue the conversation without starting again.

As a minimum, keep these current:

* telephone/mobile and email;
* contact type;
* address where relevant;
* notes from meaningful conversations;
* applicant requirements;
* property-to-sell position;
* solicitor and compliance information when the transaction reaches that stage.

When somebody's circumstances change, update Standout while you are speaking to them. Do not rely on a separate notebook or inbox to become the real record.

== 5. Use requirements rather than memory ==
For an applicant, record what they actually want in [[Managing Applicant Requirements and Matching|Requirements]]. This allows Standout to match them to current properties and gives other staff a consistent picture of the search.

Customers with Customer Portal access can also maintain their own requirements. Staff and customers are editing the same underlying requirement records.

== 6. Put appointments in the Diary ==
Use the [[Diary Overview|Diary]] for:

* valuations;
* viewings;
* inspections;
* staff visits;
* meetings and other appointments.

When a viewing or valuation is connected to a property/contact, book it through the relevant Standout workflow rather than entering an unrelated generic calendar entry. That preserves the relationship between the diary, property and customer.

== 7. Use Tasks for things that must happen later ==
If an action cannot be completed now, create a [[Task List|task]]. Good examples include:

* chase a vendor for a decision after valuation;
* call an applicant after a viewing;
* chase a solicitor;
* re-contact a landlord next week;
* follow up an Opportunity Finder lead.

A CRM is only useful if future work is captured when it is agreed.

== 8. Follow the property lifecycle ==
For sales, the normal journey is:

'''Valuation enquiry → valuation appointment → awaiting decision → instructed/marketing preparation → available → viewings → offers → SSTC/sale agreed → progression → exchange → completion'''

Use [[Sales Valuation to Instruction]], [[Marketing a Property]], [[Recording and Negotiating Offers]] and [[Sales Progression to Completion]].

For lettings, use [[Adding a new Rental Property]], [[Creating and Starting a Tenancy]], [[Rental Compliance and Inspections]] and [[Managing Repairs and Maintenance]].

== 9. Keep customers informed with Customer Portal ==
From a Contact record, use the prominent '''Send Customer Portal link''' button to invite the customer to [[Customer Portal]].

Customer Portal can reduce routine chasing by allowing customers to see relevant progress, documents, viewings, repairs and requirements themselves.

See [[Using the Customer Portal]] for the recommended staff workflow.

== 10. Use Opportunity Finder as a daily prospecting list ==
[[Opportunity Finder]] identifies contacts worth speaking to, such as buyers with a property to sell, lapsed valuations, withdrawn vendors and dormant applicants.

Do not simply browse the list. Work the opportunity, then use '''Create follow-up task''', '''Mark contacted''', '''Snooze''' or '''Dismiss''' so the queue remains meaningful.

== A good Standout habit ==
At the end of each conversation or activity, ask:

# Has the contact/property information changed?
# Is there a note or result that somebody else needs to know?
# Is there a future action that needs a task or appointment?
# Should the customer's requirements or transaction stage change?

If those four things are kept current, Standout becomes a useful shared operating system rather than a filing cabinet.

Main Page

2026-09-01T07:41:51Z

Maintenance script: Standout Communications Centre, inbound feeds and Meta documentation

= Standout Property Manager Help =

Welcome to the Standout Property Manager knowledge base.

This help system is organised around the jobs an estate or lettings team needs to complete, rather than simply describing every button on each screen. If you are trying to work out ''what to do next'', start with the workflow that matches the job in front of you.

'''New to Standout?''' Start with '''[[Standout - Quick Start|Standout Quick Start]]''' and '''[[Daily Negotiator Workflow|Daily Negotiator Workflow]]'''.

== Sales workflows ==
{| class="wikitable" style="width:100%"
! I need to...
! Guide
|-
| Register a buyer or applicant
| [[Registering a New Applicant]]
|-
| Record what they are looking for and find matches
| [[Managing Applicant Requirements and Matching]]
|-
| Arrange a viewing
| [[Booking and Managing Viewings]]
|-
| Record feedback after a viewing
| [[Recording Viewing Feedback]]
|-
| Take a valuation enquiry through to instruction
| [[Sales Valuation to Instruction]]
|-
| Prepare and launch a property to market
| [[Marketing a Property]]
|-
| Record, negotiate and accept an offer
| [[Recording and Negotiating Offers]]
|-
| Manage a sale from offer accepted to completion
| [[Sales Progression to Completion]]
|}

== Lettings workflows ==
{| class="wikitable" style="width:100%"
! I need to...
! Guide
|-
| Take on a new rental property
| [[Adding a new Rental Property]]
|-
| Create and start a tenancy
| [[Creating and Starting a Tenancy]]
|-
| Check certificates, inspections and compliance
| [[Rental Compliance and Inspections]]
|-
| Record and manage maintenance
| [[Managing Repairs and Maintenance]]
|-
| Chase overdue rent
| [[Chase Outstanding Rent]]
|-
| See all current tenants and balances
| [[Tenant List]]
|}

== Communications and enquiries ==
{| class="wikitable" style="width:100%"
! I need to...
! Guide
|-
| Work new portal, website or Customer Portal messages in one queue
| [[Communications Centre]]
|-
| Configure inbound Rightmove, Zoopla, OnTheMarket, Homeflow or website enquiries
| [[Inbound Enquiries]]
|-
| Configure outbound vs inbound feeds/portals
| [[Feeds and Portals]]
|-
| Connect property data to Meta / Facebook
| [[Meta Facebook Property Catalogue]]
|}

== Customer service and prospecting ==
{| class="wikitable" style="width:100%"
! Area
! Guide
|-
| Give customers secure self-service access
| [[Using the Customer Portal]]
|-
| Full Customer Portal feature reference
| [[Customer Portal]]
|-
| Find lapsed, dormant and property-to-sell opportunities
| [[Opportunity Finder]]
|-
| Carry out Landmark AML checks
| [[Landmark Anti Money Laundering Checking]]
|}

== Everyday tools ==
* [[The Dashboard|Dashboard]]: what needs your attention today.
* [[Communications Centre]]: portal leads, website enquiries and Customer Portal conversations in one queue.
* [[Diary Overview|Diary]]: appointments, valuations, viewings and staff availability.
* [[Task List|Tasks]]: follow-ups that must not be forgotten.
* [[Contacts Overview|Contacts]]: the customer record and how it connects to everything else.
* [[Property Overview|Property]]: the live record for a sales property.
* [[Rental Property Overview|Rental Property]]: tenancy, compliance, maintenance and finance.
* [[Telephone wizard|Telephone Wizard]]: quickly turn a valuation telephone enquiry into a contact, property and diary appointment.

== How to use these guides ==
Most workflow articles follow the same pattern:

* '''Before you start''' - the information you should have to hand.
* '''How to do it''' - the practical sequence in Standout.
* '''What Standout does next''' - automatic activity, status changes or notifications to expect.
* '''Things to check''' - common omissions that cause problems later.
* '''Next step''' - where the process normally goes after this job is complete.

For technical support, email '''support@issl.co.uk'''.
[[File:StandoutLogin.png|center|thumb|Standout Property Manager]]

MediaWiki:Sidebar

2026-08-30T07:25:35Z

Maintenance script: Standout documentation workflow rewrite

* navigation
** mainpage|Home
** Standout - Quick Start|Quick Start
** Daily Negotiator Workflow|Daily workflow

* Sales workflows
** Registering a New Applicant|Register applicant
** Managing Applicant Requirements and Matching|Requirements & matching
** Booking and Managing Viewings|Book/manage viewings
** Recording Viewing Feedback|Viewing feedback
** Sales Valuation to Instruction|Valuation to instruction
** Marketing a Property|Market a property
** Recording and Negotiating Offers|Offers
** Sales Progression to Completion|Sales progression

* Lettings workflows
** Adding a new Rental Property|Take on rental property
** Rental Step Through|Rental step through
** Creating and Starting a Tenancy|Create tenancy
** Rental Compliance and Inspections|Compliance & inspections
** Managing Repairs and Maintenance|Repairs & maintenance
** Tenant List|Tenant list
** Chase Outstanding Rent|Chase rent
** Rental HMO|HMO

* Customers & growth
** Contacts Overview|Contacts
** Using the Customer Portal|Using Customer Portal
** Customer Portal|Customer Portal reference
** Opportunity Finder|Opportunity Finder
** Landmark Anti Money Laundering Checking|AML

* Everyday tools
** The Dashboard|Dashboard
** Diary Overview|Diary
** Task List|Tasks
** Property Overview|Sales property
** Rental Property Overview|Rental property
** Telephone wizard|Telephone wizard

* Administration & specialist
** Administration|Administration
** Profile Configuration|Profile
** Brochure Printing Templates|Brochures
** Bulk Rental Payments|Bulk rental payments
** Agency Express|Agency Express
** Xero Accounts Setup|Xero setup
** Xero Accounts Usage|Xero usage
** Sage Accounts Setup|Sage setup
** Sage Accounts Usage|Sage usage
** GDPR|GDPR

My Move Customer Portal

2026-08-30T07:25:34Z

Maintenance script: Standout documentation workflow rewrite

#REDIRECT [[Customer Portal]]

Customer Portal

2026-08-30T07:25:34Z

Maintenance script: Standout documentation workflow rewrite

= Customer Portal =

'''Customer Portal''' is Standout's secure customer portal for sellers, buyers, landlords, tenants and applicants. It is connected to live Standout data so customers and staff are not maintaining separate versions of the same move/search.

For a staff-focused day-to-day guide, see [[Using the Customer Portal]].

== Access and sign-in ==
Staff invite a customer from the Contact record using '''Send Customer Portal link'''.

Customers can sign in by:

* email address + Customer Portal password; or
* a time-limited secure email link.

A new customer arriving by secure link is encouraged to create a password. They can change it later from the Password option in Customer Portal.

Passwords are stored securely as one-way hashes in the ContactPassword field and are not readable by staff.

== Dashboard ==
The dashboard adapts to the customer's relationships with the agency. A customer may simultaneously be selling, buying, a landlord, a tenant or an applicant.

The customer sees only records to which their authenticated Contact is genuinely linked.

== Sellers ==
Depending on the property/transaction, a seller can see relevant information such as:

* viewings;
* viewing feedback;
* offers;
* progression;
* customer-visible documents;
* branch/contact information;
* message-my-agent options.

== Buyers ==
A buyer can see relevant property/transaction information and complete Buyer Ready/onboarding items such as:

* cash/mortgage position;
* AIP/mortgage status;
* deposit/source of funds;
* property-to-sell/chain position;
* solicitor details;
* AML consent/information;
* secure document uploads.

== Applicants and requirements ==
Customers can maintain multiple property searches. They can edit buying/renting, price, bedrooms, area/radius, property type/style, new-build preference and must-have features.

Requirements can be paused/reactivated/deleted and Standout immediately re-runs the existing matching engine. Matching properties are shown in Customer Portal.

These are the same requirement records staff use in the Contact screen.

== Viewing requests ==
A customer can request a preferred viewing date/time. Standout creates a tentative linked viewing appointment for staff to review. The customer sees the live appointment state after staff confirm/cancel it.

== AML and documents ==
Customer Portal can collect private supporting files such as:

* proof of funds;
* Agreement in Principle;
* identity evidence;
* proof of address;
* source-of-funds evidence;
* solicitor documents;
* Right-to-Rent evidence;
* other private documents.

These files are stored privately and are reviewed by staff from the customer's Customer Portal submissions screen.

Where Landmark is configured, eligible customers can provide AML information/consent and start or refresh the AML request through the existing Standout Landmark workflow.

== DocuSign ==
Existing Standout DocuSign envelope status can be shown in Customer Portal, for example awaiting signature, opened, signed, declined or cancelled. Signing itself continues through DocuSign.

== Landlords ==
A landlord can see relevant tenancy/compliance/repair information. Where a repair quote has been recorded, Customer Portal can allow the landlord to approve or decline it with an optional comment.

== Tenants ==
A current tenant can see relevant tenancy/compliance information and report maintenance through the existing repairs workflow.

== Messaging ==
Customers can use '''Message my agent'''. Messages are sent to the relevant branch and can be archived in the portal message table where enabled.

== Staff review ==
Use '''Contact → More actions → Customer Portal submissions''' to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests.

== Keeping Customer Portal useful ==
Customer Portal is only as current as the underlying CRM. Staff should promptly record viewing feedback, offers, progression, repair status and compliance information so the customer portal reflects reality.

Using My Move with Customers

2026-08-30T07:25:33Z

Maintenance script: Standout documentation workflow rewrite

#REDIRECT [[Using the Customer Portal]]

Using the Customer Portal

2026-08-30T07:25:33Z

Maintenance script: Standout documentation workflow rewrite

= Using the Customer Portal =

This guide is for staff. It explains when to invite a customer, what to expect them to do, and what staff still need to manage in Standout.

For the full feature reference, see [[Customer Portal]].

== When to invite ==
Customer Portal is useful for:

* applicants who want to maintain requirements and matching;
* buyers completing Buyer Ready/onboarding;
* sellers following viewings/offers/progression;
* landlords following tenancies/compliance/repairs;
* tenants reporting repairs and viewing tenancy information.

The contact needs a usable email address.

== Send the invitation ==
Open the Contact and click the prominent '''Send Customer Portal link''' button to the left of '''More actions'''.

The customer receives a time-limited secure sign-in link.

== First login ==
On first secure-link access, the customer is encouraged to create a password. Returning customers can then sign in using email + password.

If they forget the password, the secure email link remains available as a recovery/passwordless route.

== What customers can update ==
Depending on their role/transaction, customers can maintain or submit information such as:

* property requirements;
* Buyer Ready information;
* solicitor information;
* onboarding/identity details;
* secure documents;
* viewing requests;
* repair reports;
* repair quote decisions for landlords.

Some of this updates existing Standout records directly; other submissions are presented to staff for review.

== Review customer submissions ==
Use:

'''Contact → More actions → Customer Portal submissions'''

This view can contain onboarding, buyer position, AML information, secure uploads and viewing requests.

Do not assume information is correct simply because the customer entered it. Review important transaction/compliance data.

== Property requirements ==
Customer Portal requirements use the same underlying Standout requirements records as the staff CRM. If a customer changes their search, staff will see the same change.

== Viewing requests ==
A Customer Portal viewing request creates a tentative diary viewing. Staff should confirm the slot/parties before treating it as booked.

== Repairs ==
Current tenants can report repairs. Landlords can respond to recorded quotes where the repair has a quote awaiting a decision.

== Customer communication ==
Customer Portal reduces routine chasing only if the underlying CRM is kept current. Update progression, viewing feedback, offers, tenancy/compliance and repair states promptly so the portal tells the truth.

== Security principle ==
Customers can only access records to which their authenticated contact is genuinely linked. Never try to work around portal permissions by sharing another customer's link.

Landmark Anti Money Laundering Checking

2026-08-30T07:25:33Z

Maintenance script: Standout documentation workflow rewrite

= Landmark Anti Money Laundering Checking =

Standout integrates with Landmark for AML checks where the agency/branch is configured to use it. The important part of the workflow is accurate identity information before the order is submitted.

Solicitors and contractors are exempt from this Standout AML workflow.

== Before starting a check ==
Confirm the customer's information is complete and accurate. Depending on the check/contact, Standout may require information including:

* title;
* first/last name;
* date of birth;
* current residential address;
* house number/name, road, town/county;
* time at address;
* National Insurance number where used;
* driving licence where used.

'''Check the information before placing an order.''' Incorrect identity/address data can result in failed checks or unnecessary additional orders.

== Single contact workflow ==
# Open the Contact.
# Go to the Money Laundering/AML area.
# Review the populated identity/address fields.
# Correct any incomplete/incorrect information.
# Save the contact if you are not ordering immediately.
# When satisfied, choose '''Place order'''.
# Wait for/process the Landmark result.
# Review the result and supporting report.

[[File:AML-Single.png|none|thumb|1100px]]

If '''Place order''' is not available, check mandatory information such as time at the address.

== Multiple contacts ==
Where the contact information indicates two individuals, Standout can prepare multiple people for the AML order. Review each person's details separately before submission.

== Customer Portal AML workflow ==
An eligible customer can provide onboarding information and AML consent through [[Customer Portal]]. If the branch is configured for Landmark, '''Start / refresh AML check''' hands the request into the same Standout Landmark workflow.

Before using it, the customer should have saved their date of birth, residential address/postcode and AML consent.

Customer Portal does not make the customer responsible for the compliance decision. Staff should review the Landmark result in the normal Contact AML area.

== Supporting documents ==
Customer Portal can also collect private identity/proof-of-address/source-of-funds documents. These uploads are not public property media. Staff review them from '''Contact → More actions → Customer Portal submissions'''.

== Generating the AML PDF ==
Where the Landmark result supports it, generate/store the report using the existing AML workflow so it is retained with the appropriate customer record.

== If a check fails or needs review ==
Do not repeatedly order new checks without understanding the reason. Check the identity/address data and follow your agency's compliance procedure.

== Related guides ==
* [[Contacts Overview]]
* [[Customer Portal]]
* [[Using the Customer Portal]]

Managing Repairs and Maintenance

2026-08-30T07:25:32Z

Maintenance script: Standout documentation workflow rewrite

= Managing Repairs and Maintenance =

Use the Repairs workflow for maintenance from first report through contractor assignment, approval and completion. Do not manage a repair entirely in email or notes because the property history then becomes incomplete.

== 1. Record the repair ==
Open the rental property and add a repair. Record a clear description of the problem, who reported it and any access/urgency information.

[[File:Adding a Repair.png|none|thumb|1000px]]

Tenants using Customer Portal can report a repair directly. Customer Portal records the actual logged-in tenant as the reporter.

== 2. Triage ==
Decide what needs to happen next according to agency procedure:

* emergency action;
* further information from tenant;
* contractor instruction;
* landlord approval;
* planned appointment.

Use the repair record/status rather than keeping the decision only in a private email thread.

== 3. Assign contractor ==
Select the appropriate contractor/trade and record any appointment/instruction details.

[[File:Contractor Selection.png|none|thumb|1000px]]

== 4. Record quote ==
Where a quote is required, enter the quoted cost in the repair record.

For landlords using Customer Portal, a recorded quote can be presented for approval/decline. Their decision and optional comment are stored in an audit trail and the branch is notified.

== 5. Complete the work ==
When the contractor finishes:

* update the repair status;
* record final cost/invoice information where used;
* record any completion notes;
* confirm the tenant/landlord has been updated where appropriate.

== 6. Re-open/escalate if necessary ==
If the issue persists, do not simply mark it completed and start an unrelated note. Keep the maintenance history understandable by recording what failed and the next action.

== Repairs from Tenant List ==
The [[Tenant List]] provides shortcuts to report/view repairs while working from a tenant/balance perspective.

== Good repair notes ==
Include observable information rather than assumptions. For example:

:''Tenant reports boiler display E133, no heating or hot water since 07:00. Pressure shown as 1.2 bar. Tenant available after 15:00.''

is more useful than:

:''Boiler broken.''

Rental Compliance and Inspections

2026-08-30T07:25:32Z

Maintenance script: Standout documentation workflow rewrite

= Rental Compliance and Inspections =

This guide explains how to use Standout to keep rental compliance and property inspections visible and actionable. It is a system workflow guide, not legal advice; your agency remains responsible for determining which checks/certificates apply.

== Keep compliance dates current ==
Record relevant expiry/status information on the rental property/tenancy, such as:

* Gas Safety;
* EICR;
* EPC;
* property/HMO licence where applicable;
* deposit protection status;
* Right to Rent information;
* other agency-specific compliance items.

A date is only useful if somebody acts before it expires. Use tasks/appointments and the relevant dashboard/reporting tools to manage upcoming work.

== Booking an inspection ==
Where inspections are recorded as property appointments, use the correct inspection appointment type/category so the appointment is linked to the property and can be identified by the system.

Confirm:

* property;
* date/time;
* staff member;
* tenant/landlord communication;
* access arrangements.

== After an inspection ==
Record the outcome, including any maintenance or compliance action discovered. If a repair is needed, create it through [[Managing Repairs and Maintenance]] rather than leaving it only in inspection notes.

== Service appointments ==
Use service appointments for planned contractor/compliance visits where supported by the rental workflow. Keep the result/certificate information updated after completion.

== Right to Rent ==
Keep the contact/tenant identity information and follow-up dates accurate. Customer Portal can collect supporting identity/Right-to-Rent evidence, but staff must review it.

== Customer Portal visibility ==
Tenants and landlords can see selected compliance information through Customer Portal. Internal compliance notes and every internal document are not automatically customer-visible.

== A useful monthly routine ==
# Review certificates/inspections due soon.
# Confirm future appointments are actually booked.
# Chase missing contractor certificates/results.
# Update the property record when documents arrive.
# Create tasks for unresolved issues.

The objective is to prevent compliance work becoming an emergency on the expiry date.

Creating and Starting a Tenancy

2026-08-30T07:25:31Z

Maintenance script: Standout documentation workflow rewrite

= Creating and Starting a Tenancy =

Use this workflow after the landlord has accepted a tenant/application and the tenancy is moving from marketing to occupation.

== Before you start ==
Confirm:

* accepted tenant(s);
* agreed rent;
* deposit/bond;
* tenancy start date and expected term;
* payment frequency/due date;
* landlord approval;
* guarantor where required;
* required identity/Right to Rent information;
* required compliance documents/checks;
* any conditions agreed as part of the offer.

== Create the agreement ==
From the rental property, create the tenancy agreement using the accepted tenant information.

Check names, dates and financial amounts carefully. These values feed later financial and tenancy management screens.

== Add occupants/guarantors ==
Where other occupiers or guarantors are relevant, link them correctly rather than recording them only in notes.

== Complete pre-move-in checks ==
Before the tenancy starts, use [[Rental Compliance and Inspections]] to confirm the property/customer checks required by your agency and current process.

This can include:

* Right to Rent;
* gas safety;
* EICR;
* EPC;
* deposit protection/required information;
* inventory/check-in documentation;
* licence information where relevant.

== Set up financials ==
Confirm recurring rent/payment information and any opening transactions required by your agency workflow.

== Activate/commence the tenancy ==
Once the tenancy is ready to start, ensure the agreement/property status reflects that the tenant is now in occupation.

== Customer Portal ==
A current tenant can use Customer Portal to see tenancy information and report repairs. Landlords can see relevant tenancy/compliance information.

== After move-in ==
The ongoing management cycle becomes:

* rent/payment monitoring;
* inspections;
* compliance renewals;
* repairs;
* tenant/landlord communication;
* renewal/end of tenancy.

See [[Rental Property Overview]].

== Common mistakes ==
* Incorrect agreement dates/rent amounts.
* Missing joint tenants/occupants.
* Starting the tenancy while required compliance information is incomplete.
* Failing to set up recurring payments/financial expectations.
* Leaving the property in a marketing status after occupation begins.

Rental Property Overview

2026-08-30T07:25:31Z

Maintenance script: Standout documentation workflow rewrite

= Rental Property Overview =

The Rental property area should tell staff four things at a glance: '''who occupies the property, what the tenancy terms are, whether the property is compliant, and whether anything needs attention.'''

== Rental lifecycle ==
'''Valuation/instruction → available → tenant selected → tenancy setup → active tenancy → inspections/compliance/repairs/payments → renewal or tenancy end'''

Use [[Rental Step Through]] for the full journey.

== Active tenancy ==
For a managed property, keep the agreement information current, including:

* tenant(s)/occupants;
* start/end dates;
* rent and payment terms;
* deposit/bond information;
* management/service details;
* guarantor information where used.

Use [[Creating and Starting a Tenancy]] when setting up a new agreement.

== Compliance ==
Do not treat certificate dates as passive reference data. They should drive action before expiry.

Typical items include gas safety, EICR, EPC, property licence, deposit information and Right to Rent as relevant to the tenancy/property.

See [[Rental Compliance and Inspections]].

== Inspections and service appointments ==
Record property inspections/service visits through the appropriate appointment workflow so staff can see what is due and what has been booked.

== Repairs ==
Use the Repairs workflow to record the issue, assign a contractor, record quote/final cost and track completion. See [[Managing Repairs and Maintenance]].

Tenants using Customer Portal can report repairs, and landlords can respond to recorded repair quotes where that portal workflow is enabled.

== Financials and arrears ==
Use tenancy financials for rent/payment transactions. The [[Tenant List]] provides a useful operational view of current tenants, agreements, balances and repairs.

For overdue payments use [[Chase Outstanding Rent]].

== Utility providers and inventory ==
Record utility and inventory information where your agency process requires it, especially when it will be needed at move-in/move-out or for ongoing management.

[[File:Inventory.png|none|thumb|1000px]]

== Customer Portal ==
Landlords can see relevant tenancy/compliance/repair information. Tenants can see tenancy details and report repairs. Customer Portal does not replace staff responsibility for reviewing compliance or financial information.

== Related guides ==
* [[Adding a new Rental Property]]
* [[Creating and Starting a Tenancy]]
* [[Rental Compliance and Inspections]]
* [[Managing Repairs and Maintenance]]
* [[Tenant List]]
* [[Chase Outstanding Rent]]

Sales Progression to Completion

2026-08-30T07:25:30Z

Maintenance script: Standout documentation workflow rewrite

= Sales Progression to Completion =

Once an offer is accepted, the job changes from marketing to keeping the transaction moving and making blockers visible.

== Set up the transaction correctly ==
Check:

* accepted purchaser and price;
* vendor solicitor;
* purchaser solicitor;
* related sale/chain information;
* mortgage/funding position;
* AML/identity requirements;
* agreed target dates where known.

If key information is missing, create tasks to obtain it rather than leaving the progression page incomplete indefinitely.

== Use progression markers ==
Standout progression markers are intended to show where the transaction has reached. Your agency may configure the exact marker set.

Typical milestones can include:

* memorandum of sale issued;
* solicitors instructed;
* draft contract issued/received;
* searches requested/received;
* mortgage valuation/offer;
* enquiries raised/replied to;
* chain ready;
* exchange;
* completion.

Update the marker when the milestone actually happens. Do not mark stages optimistically to make the transaction look further advanced.

== Work from the blocker ==
When chasing a sale, identify the next missing item rather than simply asking every party for ''an update''.

For example:

:''Searches are back, mortgage offer received, but replies to enquiries are outstanding. Chase vendor solicitor for replies and update buyer/vendor afterwards.''

Create tasks for chases that are due later.

== Keep customers informed ==
Use normal agency communication and [[Customer Portal]] where available. Customer Portal can show customers relevant progression information and reduce routine ''any news?'' calls, but staff still need to update the underlying progression data.

== Chain information ==
Keep the chain current as sales are agreed, fall through or exchange. A chain is only useful if the links represent the real position.

== Exchange ==
When exchange is confirmed:

* update the property to the correct exchanged stage;
* record relevant date/details;
* update tasks/progression;
* communicate according to agency process.

== Completion ==
When completion is confirmed:

* update to Completed;
* finish outstanding progression tasks;
* record final invoice/payment information where applicable;
* ensure any follow-up/customer records are left in a sensible final state.

== If the sale falls through ==
Record the fall-through promptly, restore the appropriate marketing status if the vendor is remarketing, and review previous viewers/interested parties.

== Good progression discipline ==
Every open sale should have a clear answer to:

# What is the current stage?
# What is blocking the next stage?
# Who is responsible for that item?
# When are we chasing again?

Recording and Negotiating Offers

2026-08-30T07:25:30Z

Maintenance script: Standout documentation workflow rewrite

= Recording and Negotiating Offers =

Offers should be recorded through the property's viewing/offer workflow so Standout can retain the offer history and generate the appropriate communication.

== Before recording an offer ==
Confirm the buyer/contact record and establish their current position, including where relevant:

* offer amount;
* cash or mortgage;
* Agreement in Principle/mortgage position;
* deposit/source of funds;
* property to sell and its status;
* chain position;
* proposed timescale;
* conditions attached to the offer;
* solicitor details where already known.

Customer Portal Buyer Ready can help collect some of this information, but staff should review it before relying on it.

== Record the offer ==
Open the property and use the offer workflow for the relevant applicant/viewer. Enter the offer and the qualification information required by your agency.

Do not put an offer only in a contact/property note. The structured offer history matters if the amount changes or several buyers are negotiating.

== Present and negotiate ==
Record subsequent changes as part of the offer negotiation. Keep meaningful notes about conditions or vendor instructions.

If the vendor rejects the offer, keep the offer history and continue the negotiation/follow-up as appropriate.

== When an offer is accepted ==
Before treating the sale as fully progressed, check:

* correct purchaser(s) linked;
* accepted price;
* vendor and purchaser solicitor information;
* buyer funding/chain position;
* AML/compliance steps required by your agency;
* memorandum/offer accepted communications generated where appropriate.

Then move the property into the appropriate sale-agreed/SSTC stage and begin [[Sales Progression to Completion]].

== If the sale falls through ==
Update the property/offer status accurately and review previous interested parties/viewers where appropriate rather than starting from a blank slate.

== Good practice ==
An accepted offer is the start of a new workflow, not the end of negotiation work. Create the progression actions immediately while the parties and information are fresh.

Property Overview

2026-08-30T07:25:30Z

Maintenance script: Standout documentation workflow rewrite

= Sales Property Overview =

The Property record is the live operational record for a sales instruction. Instead of thinking of it as a collection of tabs, use it as the place where the property moves through its lifecycle.

== The normal sales lifecycle ==
'''Pre-valuation → valuation booked → awaiting decision → instructed/prepared → available → viewings/offers → sale agreed/SSTC → progression → exchanged → completed'''

The exact status names available can depend on agency configuration and guided/free mode.

== What to do at each stage ==
{| class="wikitable" style="width:100%"
! Stage
! Main job in Standout
|-
| Valuation enquiry
| Link the owner, record basic property information and [[Sales Valuation to Instruction|book the valuation]].
|-
| Awaiting decision
| Record valuation advice and create a follow-up action.
|-
| Instructed
| Complete particulars, media, price and marketing information.
|-
| Available
| Match applicants, manage enquiries and [[Booking and Managing Viewings|book viewings]].
|-
| Viewings/offers
| [[Recording Viewing Feedback|Record feedback]] and [[Recording and Negotiating Offers|offers]].
|-
| Sale agreed/SSTC
| Confirm parties/solicitors/chain information and begin [[Sales Progression to Completion|progression]].
|-
| Exchanged/completed
| Record the final transaction stage and any associated invoice/completion information required by your agency.
|}

== Address and ownership ==
Keep the property address/display address accurate because it is used throughout marketing and customer communication.

Link the correct owner/vendor contacts rather than typing ownership information only into notes.

[[File:PropOwners.png|none|thumb|1000px]]

== Basics that affect matching and marketing ==
Fields such as bedrooms, property type/style, price and location are not cosmetic. They affect applicant matching and portal presentation.

[[File:PropertyBasics.png|none|thumb|1000px]]

== Descriptions, rooms and media ==
Complete marketing information once the vendor instructs. Keep descriptions factual and make sure media is ordered appropriately before launch.

== Internal information ==
Use internal fields/notes for agency-only information such as access instructions or operational details. Do not put internal comments into customer-facing descriptions.

== Viewings and offers ==
Use the linked property workflow rather than generic notes. The viewing/offer history should explain who viewed, the outcome and any negotiation.

== Progression ==
Once a sale is agreed, use progression markers and chain information to make the current position visible at a glance. See [[Sales Progression to Completion]].

== Documents and history ==
Store relevant property documents in Standout and use history to understand important changes. Customer Portal may expose selected customer-visible information, but it does not expose every internal property document.

== Related workflows ==
* [[Sales Valuation to Instruction]]
* [[Marketing a Property]]
* [[Booking and Managing Viewings]]
* [[Recording Viewing Feedback]]
* [[Recording and Negotiating Offers]]
* [[Sales Progression to Completion]]

Booking and Managing Viewings

2026-08-30T07:25:28Z

Maintenance script: Standout documentation workflow rewrite

= Booking and Managing Viewings =

Use this workflow when an applicant wants to view a property.

== Before you book ==
Check:

* the contact already exists and their details are current;
* the property is in an appropriate status for viewings;
* any access/key instructions;
* whether the viewing is accompanied or unaccompanied;
* staff/owner availability;
* any qualification information your agency requires.

== Book from the property workflow ==
Where possible, open the property and use '''Book Viewing'''. This keeps the diary appointment linked to both the property and contact.

Search for the viewer and select the existing contact. If they are new, create the contact first rather than entering an anonymous diary appointment.

Choose the viewing date/time and any staff member who will attend.

[[File:BookAViewing.png|none|thumb|1200px]]

== Confirm the details ==
Before saving, confirm:

* date and time;
* property;
* viewer;
* staff member;
* accompanied/unaccompanied status;
* notification options.

Standout can then generate the appropriate diary entry and communications according to the agency configuration.

== Viewing requests from Customer Portal ==
A customer can request a viewing through Customer Portal. These are created as tentative viewing appointments so staff can review/confirm the requested slot.

Do not assume a customer request is confirmed until the diary status has been checked and the necessary parties have been notified.

== On the day ==
Use the Diary to review viewing appointments, directions and relevant property/contact information.

For accompanied viewings, record any useful observations immediately after the appointment while they are fresh.

== After the viewing ==
Follow [[Recording Viewing Feedback]]. If the customer wants to make an offer, continue to [[Recording and Negotiating Offers]].

== Common mistakes ==
* Creating a generic diary entry instead of a linked viewing.
* Booking against a duplicate contact.
* Failing to update a changed viewing time.
* Treating a tentative Customer Portal request as automatically confirmed.
* Not recording the outcome after the viewing.

Managing Applicant Requirements and Matching

2026-08-30T07:25:28Z

Maintenance script: Standout documentation workflow rewrite

= Managing Applicant Requirements and Matching =

Requirements are the structured description of what an applicant wants. Standout uses them to identify suitable properties and they should be updated whenever the customer's search changes.

== When to update requirements ==
Update them when:

* a new applicant registers;
* budget changes;
* preferred areas widen/narrow;
* bedroom or property type needs change;
* a buyer's own property changes status;
* the customer decides to buy rather than rent, or vice versa;
* the customer pauses or resumes their search.

== Add or edit a requirement ==
Open the contact and go to the Requirements area.

Record the criteria the customer has actually agreed, including where relevant:

* buying/renting/auction;
* residential/commercial/business;
* area/postcode and radius;
* minimum and maximum price;
* minimum bedrooms;
* property type and style;
* new-build preference;
* important features.

A customer may have more than one search, for example a primary home and a buy-to-let search.

[[File:Contact Match Requirements.png|none|thumb|1200px|Applicant requirements drive property matching.]]

== Review live matches ==
After saving requirements, review the live matches. A match is an invitation to review the property, not a substitute for judgement. Check the listing before recommending it.

If the same unsuitable properties repeatedly appear, correct the underlying requirement rather than simply ignoring the matches.

== Use Customer Portal for self-service ==
Customers with [[Customer Portal]] access can create, edit, pause/reactivate and delete their own requirements. These are the same records staff see in Standout.

When a customer changes requirements through Customer Portal, the branch is notified and matching is refreshed.

== Keep applicant status meaningful ==
Requirements can exist even if the contact is not currently marked '''Looking'''. If automatic property alerts depend on that status in your agency setup, make sure the status reflects the customer's real position.

== After a useful match ==
If the customer wants to see the property, use [[Booking and Managing Viewings]]. If they are not interested, update the search if their reason reveals that the requirement is wrong or incomplete.

== Good practice ==
Review requirements during meaningful applicant conversations. A requirement that has not been discussed for months is often less useful than it appears.

Registering a New Applicant

2026-08-30T07:25:27Z

Maintenance script: Standout documentation workflow rewrite

= Registering a New Applicant =

Use this workflow when somebody contacts the agency looking to buy or rent.

== Before you start ==
Try to establish:

* full name;
* mobile/telephone;
* email;
* whether they are buying or renting;
* budget;
* preferred areas;
* minimum bedrooms;
* property type/style preferences;
* how soon they want to move;
* whether they have a property to sell;
* their current chain/mortgage position where relevant.

You do not need every answer before creating the contact, but the more you record during the first conversation, the more useful matching becomes.

== Step 1: search for the person ==
Search Standout using name, email, phone or postcode.

If the person already exists, open and update that contact. Do not create a duplicate because the person has changed role.

== Step 2: create/update the Contact ==
Set the appropriate type, normally '''Applicant / Tenant''' for somebody looking for property.

Enter reliable telephone/email information and save the contact.

== Step 3: record their requirements ==
Go straight to [[Managing Applicant Requirements and Matching|Requirements]]. Do not rely on a note such as ''looking for a three-bed around Bolton''. Structured requirements are what Standout uses for matching.

== Step 4: qualify their position ==
For a buyer, establish whether they are:

* cash or mortgage funded;
* first-time buyer / chain free;
* selling a property;
* already on the market;
* SSTC / sale agreed;
* in need of a valuation.

If they have a property to sell and are not already listed with your agency, this can become a high-priority [[Opportunity Finder]] lead.

== Step 5: run matching ==
Once requirements are saved, review current matching properties. Discuss suitable options and book viewings where appropriate.

== Step 6: invite them to Customer Portal ==
If your branch is using the customer portal, send the customer a Customer Portal link. They can maintain their requirements themselves and see live property matches.

== What happens next ==
The applicant should now have:

* one clean contact record;
* current requirements;
* a documented buying/renting position;
* matching properties to review;
* any promised follow-up captured as a task or viewing.

== Common mistakes ==
* Creating a second contact because somebody was previously a vendor/landlord.
* Recording requirements only in free-text notes.
* Forgetting to ask whether a buyer has a property to sell.
* Leaving an applicant marked as actively looking when they have stopped searching.
* Promising to call back without creating a task.

Contacts Overview

2026-08-30T07:25:27Z

Maintenance script: Standout documentation workflow rewrite

= Contacts =

The Contact record is the centre of the customer relationship in Standout. It should answer: '''Who is this person, what are they trying to do, what have we agreed with them, and what is the next action?'''

A contact can have more than one role. For example, the same person may be an applicant looking to buy, a vendor selling their current home and a landlord of another property. Do not create separate records for each role.

== Common contact workflows ==
* [[Registering a New Applicant]]
* [[Managing Applicant Requirements and Matching]]
* [[Booking and Managing Viewings]]
* [[Sales Valuation to Instruction]]
* [[Landmark Anti Money Laundering Checking]]
* [[Using the Customer Portal]]

== Before creating a contact ==
Search first. Use name, mobile/telephone, email or postcode. Duplicate contacts fragment notes, requirements, AML and transaction history.

== Adding a new contact ==
# Choose the appropriate contact type or types.
# Enter the customer's name and at least one reliable contact method.
# Add the address where relevant.
# Save/Create the contact.
# Continue with the workflow that caused the contact to be created, for example requirements, valuation, viewing or landlord instruction.

[[File:Adding A New Contact.png|none|thumb|1200px|Create the contact with the information you know, then continue the relevant workflow.]]

== Contact types ==
A contact must have at least one role. Typical roles include:

* '''Applicant / Tenant''' - looking to buy or rent.
* '''Purchaser''' - buying a property.
* '''Vendor''' - selling a property.
* '''Landlord''' - letting a property.
* '''Solicitor''' - acting for a party in a transaction.
* '''Contractor''' - carrying out maintenance/repair work.
* '''Rental guarantor''' - supporting a tenancy.

Selecting a role may reveal additional tabs or fields relevant to that relationship.

== Keep communication details current ==
Telephone numbers and email addresses are used throughout Standout for appointments, letters, Customer Portal access and notifications.

Email addresses should be kept unique to the appropriate contact record. Where several email addresses are supported in a field, separate them as required by your agency's data-entry policy.

[[File:Contact Information.png|none|thumb|1200px]]

== Record useful notes, not transcripts ==
A good CRM note records the outcome of the conversation and what happens next. For example:

:''Spoke to Mr Smith. Still looking up to £325,000, needs three bedrooms and now has own property SSTC. Wants to view 14 High Street Saturday afternoon. Viewing booked for 14:30.''

That is more useful than a note saying only ''Called customer''.

== Applicants and purchasers ==
For somebody looking for property, the contact record is only half complete until their requirements are recorded.

Use [[Managing Applicant Requirements and Matching]] to capture budget, bedrooms, location, property type and other criteria. If they have a property to sell, record that position because it affects qualification and can create an [[Opportunity Finder]] opportunity.

The '''Heat Rating''' can be used to indicate priority where your agency uses it.

[[File:Heat Rating.png|none|thumb|1200px]]

== AML and identity ==
Where AML is required, complete the customer's identity information accurately and use the [[Landmark Anti Money Laundering Checking|Landmark AML]] workflow.

Customers using [[Customer Portal]] can provide onboarding information and supporting documents, but staff remain responsible for reviewing the information and compliance result.

== Requirements and live matches ==
The Requirements area describes what the applicant wants. Live matches show properties currently matching those requirements.

Do not weaken requirements simply to produce more matches without discussing it with the customer. The record should reflect the customer's real search.

== Files and documents ==
Store documents against the appropriate contact/property record so they can be found by other staff. Sensitive customer uploads from Customer Portal are kept private and are reviewed from '''More actions → Customer Portal submissions'''.

== Customer Portal ==
Where the contact has an email address, use '''Send Customer Portal link''' to invite them to the customer portal. See [[Using the Customer Portal]].

== Things to check before leaving a contact ==
* Is the email/mobile correct?
* Is the role/contact type accurate?
* If they are looking, are their requirements current?
* If they have a property to sell, is that recorded?
* Is the latest meaningful conversation noted?
* Is there a task or appointment for anything promised later?

== Related guides ==
* [[Registering a New Applicant]]
* [[Managing Applicant Requirements and Matching]]
* [[Landmark Anti Money Laundering Checking]]
* [[Customer Portal]]
* [[Opportunity Finder]]

Standout - Quick Start

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Maintenance script: Standout documentation workflow rewrite

= Standout Quick Start =

This guide is for a new member of staff who needs to become productive quickly. It concentrates on the working habits that make Standout useful, rather than trying to explain every field on every screen.

== 1. Start the day from the Dashboard ==
After signing in, use the [[The Dashboard|Dashboard]] to answer four questions:

# What appointments do I have today?
# Which tasks are due or overdue?
# Are there new notifications or customer activity that needs attention?
# Which properties or contacts have I recently been working on?

Do not use the Dashboard only as a launch page. It is intended to show the work that is waiting for you.

If your agency uses Office 365 integration, sign in to Office 365 when prompted so diary appointments can also be created in your Outlook calendar.

[[File:New Dashboard.png|none|thumb|1200px|The Dashboard brings together the work that needs attention.]]

== 2. Search before you create ==
A large proportion of CRM problems start with duplicate contacts.

Before adding a person, search by one or more of:

* surname;
* telephone/mobile;
* email address;
* postcode.

If the person already exists, update the existing contact. A single contact can have several relationships with the agency, for example applicant, vendor and landlord.

See [[Contacts Overview]] and [[Registering a New Applicant]].

== 3. Keep the contact record useful ==
A contact should contain enough information for another member of staff to continue the conversation without starting again.

As a minimum, keep these current:

* telephone/mobile and email;
* contact type;
* address where relevant;
* notes from meaningful conversations;
* applicant requirements;
* property-to-sell position;
* solicitor and compliance information when the transaction reaches that stage.

When somebody's circumstances change, update Standout while you are speaking to them. Do not rely on a separate notebook or inbox to become the real record.

== 4. Use requirements rather than memory ==
For an applicant, record what they actually want in [[Managing Applicant Requirements and Matching|Requirements]]. This allows Standout to match them to current properties and gives other staff a consistent picture of the search.

Customers with Customer Portal access can also maintain their own requirements. Staff and customers are editing the same underlying requirement records.

== 5. Put appointments in the Diary ==
Use the [[Diary Overview|Diary]] for:

* valuations;
* viewings;
* inspections;
* staff visits;
* meetings and other appointments.

When a viewing or valuation is connected to a property/contact, book it through the relevant Standout workflow rather than entering an unrelated generic calendar entry. That preserves the relationship between the diary, property and customer.

== 6. Use Tasks for things that must happen later ==
If an action cannot be completed now, create a [[Task List|task]]. Good examples include:

* chase a vendor for a decision after valuation;
* call an applicant after a viewing;
* chase a solicitor;
* re-contact a landlord next week;
* follow up an Opportunity Finder lead.

A CRM is only useful if future work is captured when it is agreed.

== 7. Follow the property lifecycle ==
For sales, the normal journey is:

'''Valuation enquiry → valuation appointment → awaiting decision → instructed/marketing preparation → available → viewings → offers → SSTC/sale agreed → progression → exchange → completion'''

Use [[Sales Valuation to Instruction]], [[Marketing a Property]], [[Recording and Negotiating Offers]] and [[Sales Progression to Completion]].

For lettings, use [[Adding a new Rental Property]], [[Creating and Starting a Tenancy]], [[Rental Compliance and Inspections]] and [[Managing Repairs and Maintenance]].

== 8. Keep customers informed with Customer Portal ==
From a Contact record, use the prominent '''Send Customer Portal link''' button to invite the customer to [[Customer Portal]].

Customer Portal can reduce routine chasing by allowing customers to see relevant progress, documents, viewings, repairs and requirements themselves.

See [[Using the Customer Portal]] for the recommended staff workflow.

== 9. Use Opportunity Finder as a daily prospecting list ==
[[Opportunity Finder]] identifies contacts worth speaking to, such as buyers with a property to sell, lapsed valuations, withdrawn vendors and dormant applicants.

Do not simply browse the list. Work the opportunity, then use '''Create follow-up task''', '''Mark contacted''', '''Snooze''' or '''Dismiss''' so the queue remains meaningful.

== A good Standout habit ==
At the end of each conversation or activity, ask:

# Has the contact/property information changed?
# Is there a note or result that somebody else needs to know?
# Is there a future action that needs a task or appointment?
# Should the customer's requirements or transaction stage change?

If those four things are kept current, Standout becomes a useful shared operating system rather than a filing cabinet.

Main Page

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Maintenance script: Standout documentation workflow rewrite

= Standout Property Manager Help =

Welcome to the Standout Property Manager knowledge base.

This help system is organised around the jobs an estate or lettings team needs to complete, rather than simply describing every button on each screen. If you are trying to work out ''what to do next'', start with the workflow that matches the job in front of you.

'''New to Standout?''' Start with '''[[Standout - Quick Start|Standout Quick Start]]''' and '''[[Daily Negotiator Workflow|Daily Negotiator Workflow]]'''.

== Sales workflows ==
{| class="wikitable" style="width:100%"
! I need to...
! Guide
|-
| Register a buyer or applicant
| [[Registering a New Applicant]]
|-
| Record what they are looking for and find matches
| [[Managing Applicant Requirements and Matching]]
|-
| Arrange a viewing
| [[Booking and Managing Viewings]]
|-
| Record feedback after a viewing
| [[Recording Viewing Feedback]]
|-
| Take a valuation enquiry through to instruction
| [[Sales Valuation to Instruction]]
|-
| Prepare and launch a property to market
| [[Marketing a Property]]
|-
| Record, negotiate and accept an offer
| [[Recording and Negotiating Offers]]
|-
| Manage a sale from offer accepted to completion
| [[Sales Progression to Completion]]
|}

== Lettings workflows ==
{| class="wikitable" style="width:100%"
! I need to...
! Guide
|-
| Take on a new rental property
| [[Adding a new Rental Property]]
|-
| Create and start a tenancy
| [[Creating and Starting a Tenancy]]
|-
| Check certificates, inspections and compliance
| [[Rental Compliance and Inspections]]
|-
| Record and manage maintenance
| [[Managing Repairs and Maintenance]]
|-
| Chase overdue rent
| [[Chase Outstanding Rent]]
|-
| See all current tenants and balances
| [[Tenant List]]
|}

== Customer service and prospecting ==
{| class="wikitable" style="width:100%"
! Area
! Guide
|-
| Give customers secure self-service access
| [[Using the Customer Portal]]
|-
| Full Customer Portal feature reference
| [[Customer Portal]]
|-
| Find lapsed, dormant and property-to-sell opportunities
| [[Opportunity Finder]]
|-
| Carry out Landmark AML checks
| [[Landmark Anti Money Laundering Checking]]
|}

== Everyday tools ==
* [[The Dashboard|Dashboard]]: what needs your attention today.
* [[Diary Overview|Diary]]: appointments, valuations, viewings and staff availability.
* [[Task List|Tasks]]: follow-ups that must not be forgotten.
* [[Contacts Overview|Contacts]]: the customer record and how it connects to everything else.
* [[Property Overview|Property]]: the live record for a sales property.
* [[Rental Property Overview|Rental Property]]: tenancy, compliance, maintenance and finance.
* [[Telephone wizard|Telephone Wizard]]: quickly turn a valuation telephone enquiry into a contact, property and diary appointment.

== How to use these guides ==
Most workflow articles follow the same pattern:

* '''Before you start''' - the information you should have to hand.
* '''How to do it''' - the practical sequence in Standout.
* '''What Standout does next''' - automatic activity, status changes or notifications to expect.
* '''Things to check''' - common omissions that cause problems later.
* '''Next step''' - where the process normally goes after this job is complete.

For technical support, email '''support@issl.co.uk'''.

[[File:Screenshot 2021-03-25 at 16.27.57.jpg|thumb|1200px|center|Standout Property Manager]]

MediaWiki:Sidebar

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Maintenance script: Standout documentation workflow rewrite

* navigation
** mainpage|Home
** Standout - Quick Start|Quick Start
** Daily Negotiator Workflow|Daily workflow

* Sales workflows
** Registering a New Applicant|Register applicant
** Managing Applicant Requirements and Matching|Requirements & matching
** Booking and Managing Viewings|Book/manage viewings
** Recording Viewing Feedback|Viewing feedback
** Sales Valuation to Instruction|Valuation to instruction
** Marketing a Property|Market a property
** Recording and Negotiating Offers|Offers
** Sales Progression to Completion|Sales progression

* Lettings workflows
** Adding a new Rental Property|Take on rental property
** Rental Step Through|Rental step through
** Creating and Starting a Tenancy|Create tenancy
** Rental Compliance and Inspections|Compliance & inspections
** Managing Repairs and Maintenance|Repairs & maintenance
** Tenant List|Tenant list
** Chase Outstanding Rent|Chase rent
** Rental HMO|HMO

* Customers & growth
** Contacts Overview|Contacts
** Using My Move with Customers|Using My Move
** My Move Customer Portal|My Move reference
** Opportunity Finder|Opportunity Finder
** Landmark Anti Money Laundering Checking|AML

* Everyday tools
** The Dashboard|Dashboard
** Diary Overview|Diary
** Task List|Tasks
** Property Overview|Sales property
** Rental Property Overview|Rental property
** Telephone wizard|Telephone wizard

* Administration & specialist
** Administration|Administration
** Profile Configuration|Profile
** Brochure Printing Templates|Brochures
** Bulk Rental Payments|Bulk rental payments
** Agency Express|Agency Express
** Xero Accounts Setup|Xero setup
** Xero Accounts Usage|Xero usage
** Sage Accounts Setup|Sage setup
** Sage Accounts Usage|Sage usage
** GDPR|GDPR

The Dashboard

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= The Dashboard =

The Dashboard is the starting point for the working day. Use it to decide what needs attention rather than treating it only as a menu.

== Start-of-day routine ==
# Review today's appointments.
# Review due/overdue tasks.
# Check notifications.
# Check recently edited records where you are continuing work from yesterday.
# Use the navigation/quick search to move into the next job.

== Appointments ==
Today's appointments should be used to prepare for valuations, viewings and other diary work. Open the linked property/contact before the appointment where useful.

== Tasks ==
Prioritise overdue tasks, then today's tasks. See [[Task List]].

== Notifications ==
Notifications alert you to system/customer activity. Read and act on them rather than allowing the list to become background noise.

[[File:Notification 01.png|none|thumb|900px]]

== Quick Search ==
Use quick search before creating contacts/properties. Searching first is the simplest way to prevent duplicate records.

== Page Help ==
Where available, Page Help opens documentation relevant to the screen you are using.

== Colleagues and profile ==
Use the toolbar for colleague information and your own profile/settings. See [[Profile Configuration]].

== What the Dashboard does not replace ==
The Dashboard highlights work, but the actual outcome still belongs in the correct Contact, Property, Diary, Task, Repair or Progression workflow.

Telephone wizard

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Maintenance script: Standout documentation workflow rewrite

= Telephone Wizard =

Use the Telephone Wizard when somebody calls about selling or letting a property and you want to move quickly from the conversation to a clean CRM record and valuation appointment.

It is particularly useful for new valuation enquiries.

== 1. Establish what the customer wants to do ==
Choose the relevant contract offered by your branch, for example For Sale or To Let.

== 2. Search for the customer ==
Before creating anything, search by name, postcode, telephone or email.

If the customer already exists, select the existing record. Review any properties already connected to them before creating another one.

== 3. Create the contact if necessary ==
For a new customer, enter enough information to continue the relationship, including name and reliable telephone/email details.

== 4. Confirm the property address ==
If they are selling/letting their current home, use that address where appropriate. Otherwise search for the property address/postcode.

Correct minor formatting returned from the address lookup if necessary.

== 5. Capture the basics ==
Record the minimum useful property information, including bedrooms, bathrooms/receptions where requested, property class, type and style.

Do not try to write the finished property particulars during the telephone enquiry. The goal is to create a useful valuation record.

== 6. Book the valuation ==
Once the contact/property is created, book the valuation appointment while the customer is on the phone if possible.

The completed wizard should leave you with:

* one correct Contact;
* one correctly linked Property;
* the basic property details;
* a valuation appointment in the Diary.

Then continue with [[Sales Valuation to Instruction]] or [[Adding a new Rental Property]].

== Common mistakes ==
* Skipping the search and creating a duplicate contact.
* Creating a second property instead of using an existing property record.
* Leaving bedrooms/type/style blank, reducing later matching/marketing quality.
* Ending the call without booking or creating a follow-up task for the valuation.

Opportunity Finder

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Maintenance script: Standout documentation workflow rewrite

= Opportunity Finder =

Opportunity Finder is a working prospecting queue. It scans live CRM data for contacts worth speaking to and scores the opportunities so staff can concentrate on the strongest conversations first.

It is not a report. The expectation is that staff work the list and record what they did.

== Opportunity types ==
The initial opportunity engines include:

* '''Property-to-sell buyers''' - buyers/applicants who indicate that they have a property to sell.
* '''Lapsed valuations''' - valuations still awaiting a decision after the configured ageing period.
* '''Withdrawn vendor win-backs''' - previously withdrawn properties that may be worth re-contacting.
* '''Dormant applicants''' - contacts still shown as Looking but with no recent activity.

The system excludes some false positives, for example a property-to-sell buyer whose property is already actively listed with your agency.

== How to work the list ==
A practical sequence is:

# sort/filter to the strongest scores;
# open the Contact/Property and understand the background;
# make the call/send the communication;
# record the outcome in Standout;
# use the Opportunity Finder workflow action.

== Workflow actions ==
'''Create follow-up task'''
: Creates a real Standout diary/task follow-up linked to the opportunity context.

'''Mark contacted'''
: Records that the opportunity has been worked and hides it for the configured period so it does not immediately reappear.

'''Snooze'''
: Hide it for 7, 30 or 90 days when the opportunity is valid but the timing is wrong.

'''Dismiss'''
: Hide an opportunity that is not useful.

'''Restore'''
: Re-activate a previously hidden opportunity.

== Property-to-sell buyers ==
These are usually the most valuable opportunities because the agency may gain a valuation/instruction as well as progressing the buyer.

Before calling, review their buying requirements and current property-to-sell status. A useful conversation is:

:''I can see you're still looking around £400,000 and you mentioned you have a property to sell. Have you had that valued yet?''

If they want a valuation, use the [[Telephone wizard]] or normal valuation workflow to create/book it.

== Lapsed valuations ==
Review the valuation date, property, vendor notes and any previous follow-up before calling. Do not ask a generic ''are you ready to sell?'' if the CRM already records the vendor's objection or timing.

== Withdrawn vendors ==
Check why the property was withdrawn and whether circumstances may have changed. Record the new outcome rather than simply rescheduling the same generic call indefinitely.

== Dormant applicants ==
Use the call to verify whether they are still looking and whether their requirements are still correct. If not, update their status/requirements so the CRM stops treating them as active.

== Data quality matters ==
Opportunity Finder is driven by live CRM data. It becomes more useful when staff accurately maintain:

* contact status;
* requirements;
* property-to-sell position;
* valuation outcomes;
* property statuses;
* meaningful notes and communications.

== Suggested routine ==
Review Opportunity Finder daily or during dedicated prospecting blocks. A smaller, accurately worked queue is more valuable than hundreds of permanently untouched opportunities.

My Move Customer Portal

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Maintenance script: Standout documentation workflow rewrite

= My Move Customer Portal =

'''My Move''' is Standout's secure customer portal for sellers, buyers, landlords, tenants and applicants. It is connected to live Standout data so customers and staff are not maintaining separate versions of the same move/search.

For a staff-focused day-to-day guide, see [[Using My Move with Customers]].

== Access and sign-in ==
Staff invite a customer from the Contact record using '''Send My Move link'''.

Customers can sign in by:

* email address + My Move password; or
* a time-limited secure email link.

A new customer arriving by secure link is encouraged to create a password. They can change it later from the Password option in My Move.

Passwords are stored securely as one-way hashes in the ContactPassword field and are not readable by staff.

== Dashboard ==
The dashboard adapts to the customer's relationships with the agency. A customer may simultaneously be selling, buying, a landlord, a tenant or an applicant.

The customer sees only records to which their authenticated Contact is genuinely linked.

== Sellers ==
Depending on the property/transaction, a seller can see relevant information such as:

* viewings;
* viewing feedback;
* offers;
* progression;
* customer-visible documents;
* branch/contact information;
* message-my-agent options.

== Buyers ==
A buyer can see relevant property/transaction information and complete Buyer Ready/onboarding items such as:

* cash/mortgage position;
* AIP/mortgage status;
* deposit/source of funds;
* property-to-sell/chain position;
* solicitor details;
* AML consent/information;
* secure document uploads.

== Applicants and requirements ==
Customers can maintain multiple property searches. They can edit buying/renting, price, bedrooms, area/radius, property type/style, new-build preference and must-have features.

Requirements can be paused/reactivated/deleted and Standout immediately re-runs the existing matching engine. Matching properties are shown in My Move.

These are the same requirement records staff use in the Contact screen.

== Viewing requests ==
A customer can request a preferred viewing date/time. Standout creates a tentative linked viewing appointment for staff to review. The customer sees the live appointment state after staff confirm/cancel it.

== AML and documents ==
My Move can collect private supporting files such as:

* proof of funds;
* Agreement in Principle;
* identity evidence;
* proof of address;
* source-of-funds evidence;
* solicitor documents;
* Right-to-Rent evidence;
* other private documents.

These files are stored privately and are reviewed by staff from the customer's My Move submissions screen.

Where Landmark is configured, eligible customers can provide AML information/consent and start or refresh the AML request through the existing Standout Landmark workflow.

== DocuSign ==
Existing Standout DocuSign envelope status can be shown in My Move, for example awaiting signature, opened, signed, declined or cancelled. Signing itself continues through DocuSign.

== Landlords ==
A landlord can see relevant tenancy/compliance/repair information. Where a repair quote has been recorded, My Move can allow the landlord to approve or decline it with an optional comment.

== Tenants ==
A current tenant can see relevant tenancy/compliance information and report maintenance through the existing repairs workflow.

== Messaging ==
Customers can use '''Message my agent'''. Messages are sent to the relevant branch and can be archived in the portal message table where enabled.

== Staff review ==
Use '''Contact → More actions → My Move submissions''' to review customer onboarding, buyer position, secure uploads, AML information and portal viewing requests.

== Keeping My Move useful ==
My Move is only as current as the underlying CRM. Staff should promptly record viewing feedback, offers, progression, repair status and compliance information so the customer portal reflects reality.

Using My Move with Customers

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Maintenance script: Standout documentation workflow rewrite

= Using My Move with Customers =

This guide is for staff. It explains when to invite a customer, what to expect them to do, and what staff still need to manage in Standout.

For the full feature reference, see [[My Move Customer Portal]].

== When to invite ==
My Move is useful for:

* applicants who want to maintain requirements and matching;
* buyers completing Buyer Ready/onboarding;
* sellers following viewings/offers/progression;
* landlords following tenancies/compliance/repairs;
* tenants reporting repairs and viewing tenancy information.

The contact needs a usable email address.

== Send the invitation ==
Open the Contact and click the prominent '''Send My Move link''' button to the left of '''More actions'''.

The customer receives a time-limited secure sign-in link.

== First login ==
On first secure-link access, the customer is encouraged to create a password. Returning customers can then sign in using email + password.

If they forget the password, the secure email link remains available as a recovery/passwordless route.

== What customers can update ==
Depending on their role/transaction, customers can maintain or submit information such as:

* property requirements;
* Buyer Ready information;
* solicitor information;
* onboarding/identity details;
* secure documents;
* viewing requests;
* repair reports;
* repair quote decisions for landlords.

Some of this updates existing Standout records directly; other submissions are presented to staff for review.

== Review customer submissions ==
Use:

'''Contact → More actions → My Move submissions'''

This view can contain onboarding, buyer position, AML information, secure uploads and viewing requests.

Do not assume information is correct simply because the customer entered it. Review important transaction/compliance data.

== Property requirements ==
My Move requirements use the same underlying Standout requirements records as the staff CRM. If a customer changes their search, staff will see the same change.

== Viewing requests ==
A My Move viewing request creates a tentative diary viewing. Staff should confirm the slot/parties before treating it as booked.

== Repairs ==
Current tenants can report repairs. Landlords can respond to recorded quotes where the repair has a quote awaiting a decision.

== Customer communication ==
My Move reduces routine chasing only if the underlying CRM is kept current. Update progression, viewing feedback, offers, tenancy/compliance and repair states promptly so the portal tells the truth.

== Security principle ==
Customers can only access records to which their authenticated contact is genuinely linked. Never try to work around portal permissions by sharing another customer's link.

Landmark Anti Money Laundering Checking

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Maintenance script: Standout documentation workflow rewrite

= Landmark Anti Money Laundering Checking =

Standout integrates with Landmark for AML checks where the agency/branch is configured to use it. The important part of the workflow is accurate identity information before the order is submitted.

Solicitors and contractors are exempt from this Standout AML workflow.

== Before starting a check ==
Confirm the customer's information is complete and accurate. Depending on the check/contact, Standout may require information including:

* title;
* first/last name;
* date of birth;
* current residential address;
* house number/name, road, town/county;
* time at address;
* National Insurance number where used;
* driving licence where used.

'''Check the information before placing an order.''' Incorrect identity/address data can result in failed checks or unnecessary additional orders.

== Single contact workflow ==
# Open the Contact.
# Go to the Money Laundering/AML area.
# Review the populated identity/address fields.
# Correct any incomplete/incorrect information.
# Save the contact if you are not ordering immediately.
# When satisfied, choose '''Place order'''.
# Wait for/process the Landmark result.
# Review the result and supporting report.

[[File:AML-Single.png|none|thumb|1100px]]

If '''Place order''' is not available, check mandatory information such as time at the address.

== Multiple contacts ==
Where the contact information indicates two individuals, Standout can prepare multiple people for the AML order. Review each person's details separately before submission.

== My Move AML workflow ==
An eligible customer can provide onboarding information and AML consent through [[My Move Customer Portal|My Move]]. If the branch is configured for Landmark, '''Start / refresh AML check''' hands the request into the same Standout Landmark workflow.

Before using it, the customer should have saved their date of birth, residential address/postcode and AML consent.

My Move does not make the customer responsible for the compliance decision. Staff should review the Landmark result in the normal Contact AML area.

== Supporting documents ==
My Move can also collect private identity/proof-of-address/source-of-funds documents. These uploads are not public property media. Staff review them from '''Contact → More actions → My Move submissions'''.

== Generating the AML PDF ==
Where the Landmark result supports it, generate/store the report using the existing AML workflow so it is retained with the appropriate customer record.

== If a check fails or needs review ==
Do not repeatedly order new checks without understanding the reason. Check the identity/address data and follow your agency's compliance procedure.

== Related guides ==
* [[Contacts Overview]]
* [[My Move Customer Portal]]
* [[Using My Move with Customers]]

Chase Outstanding Rent

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Maintenance script: Standout documentation workflow rewrite

= Chase Outstanding Rent =

Use this workflow when tenancy financials show unpaid/overdue rent and you need to contact the tenant with a clear record of what is outstanding.

== Before chasing ==
Check the tenancy/payment record first. Make sure the balance is genuinely overdue and that any recent payment, credit or agreed arrangement has been recorded.

== Review the agreement ==
The arrears screen shows the agreement, property, landlord, tenant and the relevant financial transactions.

Focus on the individual overdue transactions and how long they have been overdue rather than only the total balance.

== Select the transactions to chase ==
Choose the outstanding items to include. This allows the resulting communication to explain exactly what is being requested.

== Prepare the communication ==
Standout can prepare an email or Word document using the selected transactions. Review the subject/body before sending.

Where using a document, options can include agency details, tenant/address, today's date and staff details.

== Send/record the chase ==
Send the email or produce the letter according to agency procedure. If the tenant agrees a payment date or arrangement, record the conversation and create a task for the agreed follow-up date.

== After payment ==
Make sure the payment is recorded/reconciled in the tenancy financials. Do not leave an arrears task open after the balance has been resolved.

== Escalation ==
Standout records the arrears and communication workflow, but legal/escalation decisions should follow your agency's approved process.

== Related pages ==
* [[Tenant List]]
* [[Rental Property Overview]]
* [[Bulk Rental Payments]]

Tenant List

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Maintenance script: Standout documentation workflow rewrite

= Tenant List =

Use the Tenant List as an operational view of current tenancies rather than only as a directory. It brings together the tenant, property, agreement, balance and repair information needed for day-to-day management.

[[File:Tenant List.png|none|thumb|1200px]]

== A useful daily/weekly use ==
Use the list to identify:

* tenants with overdue balances;
* agreements that need attention;
* properties with active repairs;
* customers who need a follow-up task or note.

== Actions from the tenant ==
Available actions can include:

* '''Record payment''' - open the tenancy/property financials.
* '''Create a task''' - create a follow-up linked to the tenant.
* '''Chase overdue rent''' - select overdue transactions and prepare a chase.
* '''Add contact note''' - record a customer-specific note.
* '''Add property note''' - record a property-specific note.
* '''Report repair''' - create a maintenance issue.
* '''Reload repairs''' - refresh repair information for the property.

[[File:Tenant Edit Options.png|none|thumb|800px]]

== Choosing where to record a note ==
Use a contact note when it is about the person, for example a conversation about payment arrangements. Use a property note when it concerns the property, access or management information.

If the note creates a future action, also create a task.

== Overdue rent ==
For a full arrears workflow, see [[Chase Outstanding Rent]].

== Repairs ==
For maintenance, see [[Managing Repairs and Maintenance]].

Managing Repairs and Maintenance

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Maintenance script: Standout documentation workflow rewrite

= Managing Repairs and Maintenance =

Use the Repairs workflow for maintenance from first report through contractor assignment, approval and completion. Do not manage a repair entirely in email or notes because the property history then becomes incomplete.

== 1. Record the repair ==
Open the rental property and add a repair. Record a clear description of the problem, who reported it and any access/urgency information.

[[File:Adding a Repair.png|none|thumb|1000px]]

Tenants using My Move can report a repair directly. My Move records the actual logged-in tenant as the reporter.

== 2. Triage ==
Decide what needs to happen next according to agency procedure:

* emergency action;
* further information from tenant;
* contractor instruction;
* landlord approval;
* planned appointment.

Use the repair record/status rather than keeping the decision only in a private email thread.

== 3. Assign contractor ==
Select the appropriate contractor/trade and record any appointment/instruction details.

[[File:Contractor Selection.png|none|thumb|1000px]]

== 4. Record quote ==
Where a quote is required, enter the quoted cost in the repair record.

For landlords using My Move, a recorded quote can be presented for approval/decline. Their decision and optional comment are stored in an audit trail and the branch is notified.

== 5. Complete the work ==
When the contractor finishes:

* update the repair status;
* record final cost/invoice information where used;
* record any completion notes;
* confirm the tenant/landlord has been updated where appropriate.

== 6. Re-open/escalate if necessary ==
If the issue persists, do not simply mark it completed and start an unrelated note. Keep the maintenance history understandable by recording what failed and the next action.

== Repairs from Tenant List ==
The [[Tenant List]] provides shortcuts to report/view repairs while working from a tenant/balance perspective.

== Good repair notes ==
Include observable information rather than assumptions. For example:

:''Tenant reports boiler display E133, no heating or hot water since 07:00. Pressure shown as 1.2 bar. Tenant available after 15:00.''

is more useful than:

:''Boiler broken.''

Rental Compliance and Inspections

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Maintenance script: Standout documentation workflow rewrite

= Rental Compliance and Inspections =

This guide explains how to use Standout to keep rental compliance and property inspections visible and actionable. It is a system workflow guide, not legal advice; your agency remains responsible for determining which checks/certificates apply.

== Keep compliance dates current ==
Record relevant expiry/status information on the rental property/tenancy, such as:

* Gas Safety;
* EICR;
* EPC;
* property/HMO licence where applicable;
* deposit protection status;
* Right to Rent information;
* other agency-specific compliance items.

A date is only useful if somebody acts before it expires. Use tasks/appointments and the relevant dashboard/reporting tools to manage upcoming work.

== Booking an inspection ==
Where inspections are recorded as property appointments, use the correct inspection appointment type/category so the appointment is linked to the property and can be identified by the system.

Confirm:

* property;
* date/time;
* staff member;
* tenant/landlord communication;
* access arrangements.

== After an inspection ==
Record the outcome, including any maintenance or compliance action discovered. If a repair is needed, create it through [[Managing Repairs and Maintenance]] rather than leaving it only in inspection notes.

== Service appointments ==
Use service appointments for planned contractor/compliance visits where supported by the rental workflow. Keep the result/certificate information updated after completion.

== Right to Rent ==
Keep the contact/tenant identity information and follow-up dates accurate. My Move can collect supporting identity/Right-to-Rent evidence, but staff must review it.

== My Move visibility ==
Tenants and landlords can see selected compliance information through My Move. Internal compliance notes and every internal document are not automatically customer-visible.

== A useful monthly routine ==
# Review certificates/inspections due soon.
# Confirm future appointments are actually booked.
# Chase missing contractor certificates/results.
# Update the property record when documents arrive.
# Create tasks for unresolved issues.

The objective is to prevent compliance work becoming an emergency on the expiry date.

Creating and Starting a Tenancy

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Maintenance script: Standout documentation workflow rewrite

= Creating and Starting a Tenancy =

Use this workflow after the landlord has accepted a tenant/application and the tenancy is moving from marketing to occupation.

== Before you start ==
Confirm:

* accepted tenant(s);
* agreed rent;
* deposit/bond;
* tenancy start date and expected term;
* payment frequency/due date;
* landlord approval;
* guarantor where required;
* required identity/Right to Rent information;
* required compliance documents/checks;
* any conditions agreed as part of the offer.

== Create the agreement ==
From the rental property, create the tenancy agreement using the accepted tenant information.

Check names, dates and financial amounts carefully. These values feed later financial and tenancy management screens.

== Add occupants/guarantors ==
Where other occupiers or guarantors are relevant, link them correctly rather than recording them only in notes.

== Complete pre-move-in checks ==
Before the tenancy starts, use [[Rental Compliance and Inspections]] to confirm the property/customer checks required by your agency and current process.

This can include:

* Right to Rent;
* gas safety;
* EICR;
* EPC;
* deposit protection/required information;
* inventory/check-in documentation;
* licence information where relevant.

== Set up financials ==
Confirm recurring rent/payment information and any opening transactions required by your agency workflow.

== Activate/commence the tenancy ==
Once the tenancy is ready to start, ensure the agreement/property status reflects that the tenant is now in occupation.

== My Move ==
A current tenant can use My Move to see tenancy information and report repairs. Landlords can see relevant tenancy/compliance information.

== After move-in ==
The ongoing management cycle becomes:

* rent/payment monitoring;
* inspections;
* compliance renewals;
* repairs;
* tenant/landlord communication;
* renewal/end of tenancy.

See [[Rental Property Overview]].

== Common mistakes ==
* Incorrect agreement dates/rent amounts.
* Missing joint tenants/occupants.
* Starting the tenancy while required compliance information is incomplete.
* Failing to set up recurring payments/financial expectations.
* Leaving the property in a marketing status after occupation begins.

Rental Property Overview

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Maintenance script: Standout documentation workflow rewrite

= Rental Property Overview =

The Rental property area should tell staff four things at a glance: '''who occupies the property, what the tenancy terms are, whether the property is compliant, and whether anything needs attention.'''

== Rental lifecycle ==
'''Valuation/instruction → available → tenant selected → tenancy setup → active tenancy → inspections/compliance/repairs/payments → renewal or tenancy end'''

Use [[Rental Step Through]] for the full journey.

== Active tenancy ==
For a managed property, keep the agreement information current, including:

* tenant(s)/occupants;
* start/end dates;
* rent and payment terms;
* deposit/bond information;
* management/service details;
* guarantor information where used.

Use [[Creating and Starting a Tenancy]] when setting up a new agreement.

== Compliance ==
Do not treat certificate dates as passive reference data. They should drive action before expiry.

Typical items include gas safety, EICR, EPC, property licence, deposit information and Right to Rent as relevant to the tenancy/property.

See [[Rental Compliance and Inspections]].

== Inspections and service appointments ==
Record property inspections/service visits through the appropriate appointment workflow so staff can see what is due and what has been booked.

== Repairs ==
Use the Repairs workflow to record the issue, assign a contractor, record quote/final cost and track completion. See [[Managing Repairs and Maintenance]].

Tenants using My Move can report repairs, and landlords can respond to recorded repair quotes where that portal workflow is enabled.

== Financials and arrears ==
Use tenancy financials for rent/payment transactions. The [[Tenant List]] provides a useful operational view of current tenants, agreements, balances and repairs.

For overdue payments use [[Chase Outstanding Rent]].

== Utility providers and inventory ==
Record utility and inventory information where your agency process requires it, especially when it will be needed at move-in/move-out or for ongoing management.

[[File:Inventory.png|none|thumb|1000px]]

== My Move ==
Landlords can see relevant tenancy/compliance/repair information. Tenants can see tenancy details and report repairs. My Move does not replace staff responsibility for reviewing compliance or financial information.

== Related guides ==
* [[Adding a new Rental Property]]
* [[Creating and Starting a Tenancy]]
* [[Rental Compliance and Inspections]]
* [[Managing Repairs and Maintenance]]
* [[Tenant List]]
* [[Chase Outstanding Rent]]

Rental Step Through

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Maintenance script: Standout documentation workflow rewrite

= Rental Property Step Through =

This page is the end-to-end map for a normal rental instruction. Follow the linked guide when you need the detailed steps for that stage.

# '''Landlord enquiry''' - search/create the landlord contact.
# '''Property and valuation''' - follow [[Adding a new Rental Property]].
# '''Instruction''' - confirm management/service level and complete marketing information.
# '''Available''' - publish, match tenants and deal with enquiries.
# '''Viewing''' - use [[Booking and Managing Viewings]] and record the outcome.
# '''Offer/application''' - record the tenant's position and landlord decision.
# '''Tenancy setup''' - use [[Creating and Starting a Tenancy]].
# '''Move-in/compliance''' - ensure required documents/checks are complete using [[Rental Compliance and Inspections]].
# '''Ongoing management''' - use [[Tenant List]], financials, inspections and [[Managing Repairs and Maintenance]].
# '''Arrears''' - use [[Chase Outstanding Rent]] where payments become overdue.
# '''Renewal/end''' - update the agreement/property when the tenancy renews, becomes rolling or ends.

== If the property is not fully managed ==
Some ongoing management/financial actions may not apply. Keep the property status and service level accurate so staff know what the agency is responsible for.

== HMO properties ==
Use [[Rental HMO]] for the additional room/tenancy workflow used by HMO properties.

Adding a new Rental Property

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Maintenance script: Standout documentation workflow rewrite

= Taking On a New Rental Property =

This workflow takes a landlord enquiry from first contact through valuation, instruction and launch to market.

== 1. Search/create the landlord ==
Search Contacts first. If the landlord is new, create the contact with the Landlord role and record reliable communication details.

== 2. Create the rental property ==
Enter the basic information known from the enquiry:

* address;
* owner/landlord;
* property type/style;
* bedrooms/bathrooms/receptions;
* managed/rental mode where known;
* expected rent if already discussed.

Guided mode normally presents statuses in the order expected by the workflow.

== 3. Book the rental valuation ==
Use the property valuation workflow to create the diary appointment. Confirm the valuer and customer notification options.

== 4. Record the valuation ==
After visiting, update the valuation/rent advice and the property information gathered at the appointment.

If the landlord is deciding whether to instruct, capture the follow-up as a task.

== 5. Confirm the service level ==
When instructed, confirm the rental management mode used by your agency, for example Fully Managed or other available service levels. This affects which tenancy/financial/compliance workflows become relevant.

== 6. Complete the property for marketing ==
Before making it available, complete:

* rent/deposit/fees as applicable;
* descriptions and rooms;
* photographs/floorplan;
* utility information where held;
* compliance/certificate information available at that stage;
* landlord details and instructions.

== 7. Launch the property ==
Once the landlord has approved the particulars and the listing is ready, set the appropriate live/Available status.

The property can then feed to the configured website/portals and be used for applicant matching.

== 8. Enquiries, viewings and offers ==
Register prospective tenants, maintain rental requirements and use the linked viewing workflow.

Record feedback and offers in the property rather than only in notes.

== 9. Accepting a tenant ==
When the landlord accepts the tenant/offer, move into [[Creating and Starting a Tenancy]].

== Things to check before marketing ==
* landlord linked correctly;
* management mode correct;
* rent/deposit correct;
* bedrooms/type/style correct for matching;
* marketing media complete;
* known compliance issues identified early rather than at move-in.

== Related guides ==
* [[Rental Property Overview]]
* [[Creating and Starting a Tenancy]]
* [[Rental Compliance and Inspections]]
* [[Managing Repairs and Maintenance]]

Sales Progression to Completion

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Maintenance script: Standout documentation workflow rewrite

= Sales Progression to Completion =

Once an offer is accepted, the job changes from marketing to keeping the transaction moving and making blockers visible.

== Set up the transaction correctly ==
Check:

* accepted purchaser and price;
* vendor solicitor;
* purchaser solicitor;
* related sale/chain information;
* mortgage/funding position;
* AML/identity requirements;
* agreed target dates where known.

If key information is missing, create tasks to obtain it rather than leaving the progression page incomplete indefinitely.

== Use progression markers ==
Standout progression markers are intended to show where the transaction has reached. Your agency may configure the exact marker set.

Typical milestones can include:

* memorandum of sale issued;
* solicitors instructed;
* draft contract issued/received;
* searches requested/received;
* mortgage valuation/offer;
* enquiries raised/replied to;
* chain ready;
* exchange;
* completion.

Update the marker when the milestone actually happens. Do not mark stages optimistically to make the transaction look further advanced.

== Work from the blocker ==
When chasing a sale, identify the next missing item rather than simply asking every party for ''an update''.

For example:

:''Searches are back, mortgage offer received, but replies to enquiries are outstanding. Chase vendor solicitor for replies and update buyer/vendor afterwards.''

Create tasks for chases that are due later.

== Keep customers informed ==
Use normal agency communication and [[My Move Customer Portal|My Move]] where available. My Move can show customers relevant progression information and reduce routine ''any news?'' calls, but staff still need to update the underlying progression data.

== Chain information ==
Keep the chain current as sales are agreed, fall through or exchange. A chain is only useful if the links represent the real position.

== Exchange ==
When exchange is confirmed:

* update the property to the correct exchanged stage;
* record relevant date/details;
* update tasks/progression;
* communicate according to agency process.

== Completion ==
When completion is confirmed:

* update to Completed;
* finish outstanding progression tasks;
* record final invoice/payment information where applicable;
* ensure any follow-up/customer records are left in a sensible final state.

== If the sale falls through ==
Record the fall-through promptly, restore the appropriate marketing status if the vendor is remarketing, and review previous viewers/interested parties.

== Good progression discipline ==
Every open sale should have a clear answer to:

# What is the current stage?
# What is blocking the next stage?
# Who is responsible for that item?
# When are we chasing again?

Recording and Negotiating Offers

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Maintenance script: Standout documentation workflow rewrite

= Recording and Negotiating Offers =

Offers should be recorded through the property's viewing/offer workflow so Standout can retain the offer history and generate the appropriate communication.

== Before recording an offer ==
Confirm the buyer/contact record and establish their current position, including where relevant:

* offer amount;
* cash or mortgage;
* Agreement in Principle/mortgage position;
* deposit/source of funds;
* property to sell and its status;
* chain position;
* proposed timescale;
* conditions attached to the offer;
* solicitor details where already known.

My Move Buyer Ready can help collect some of this information, but staff should review it before relying on it.

== Record the offer ==
Open the property and use the offer workflow for the relevant applicant/viewer. Enter the offer and the qualification information required by your agency.

Do not put an offer only in a contact/property note. The structured offer history matters if the amount changes or several buyers are negotiating.

== Present and negotiate ==
Record subsequent changes as part of the offer negotiation. Keep meaningful notes about conditions or vendor instructions.

If the vendor rejects the offer, keep the offer history and continue the negotiation/follow-up as appropriate.

== When an offer is accepted ==
Before treating the sale as fully progressed, check:

* correct purchaser(s) linked;
* accepted price;
* vendor and purchaser solicitor information;
* buyer funding/chain position;
* AML/compliance steps required by your agency;
* memorandum/offer accepted communications generated where appropriate.

Then move the property into the appropriate sale-agreed/SSTC stage and begin [[Sales Progression to Completion]].

== If the sale falls through ==
Update the property/offer status accurately and review previous interested parties/viewers where appropriate rather than starting from a blank slate.

== Good practice ==
An accepted offer is the start of a new workflow, not the end of negotiation work. Create the progression actions immediately while the parties and information are fresh.