Product Overview

Summary: This Open House Management Standard Operating Procedure provides a clear, repeatable framework for planning, running and reviewing open homes in a professional and compliant way. It helps Australian real estate agencies deliver a consistent client experience, protect privacy, and capture high‑quality buyer data while minimising disruption and risk on site.

Open homes are often the most visible part of a real estate agency’s brand, yet many offices rely on informal habits rather than a documented process. This Open House Management Standard Operating Procedure sets out a complete, end‑to‑end method for preparing properties, welcoming visitors, managing sign‑ins, and following up leads in line with Australian privacy and consumer law. It is designed to help agencies present professionally, protect the vendor’s property and information, and ensure every staff member runs an open home to the same standard.

The procedure addresses the practical realities of open homes in Australia, from coordinating keys and alarm codes through to managing high visitor volumes, handling aggressive or disruptive attendees, and keeping a clear audit trail of who has been through the property and when. It supports compliance with state and territory real estate licensing requirements, privacy legislation and WHS obligations without turning open homes into an administrative burden. By implementing this SOP, agencies can increase enquiry conversion, reduce complaints and disputes, and give principals confidence that every open home is being managed safely, ethically and efficiently.

Key Benefits

• Standardise how open homes are planned, conducted and closed so every staff member follows the same professional process.
• Enhance buyer and vendor experience through clear communication, well-presented properties and consistent follow-up.
• Strengthen compliance with Australian privacy, consumer and tenancy obligations when collecting and using visitor information.
• Reduce operational risks such as lost keys, unsecured premises, property damage and post‑inspection disputes.
• Improve lead capture and conversion by embedding structured registration, qualification and follow-up steps into every open home.

Who is this for?

• Real Estate Sales Agents
• Property Managers
• Licensees-in-Charge
• Real Estate Agency Principals
• Sales Administrators
• Business Development Managers (Property Management)
• Compliance and Operations Managers (Real Estate)
• Reception and Front-of-House Coordinators

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities (Agents, Assistants, Administration, Principals)
• 4.0 Pre-Open House Planning and Scheduling
• 5.0 Vendor and Tenant Communication and Confirmations
• 6.0 Property Preparation, Presentation and Security Checks
• 7.0 Key, Alarm and Access Management Procedures
• 8.0 Open House Signage, Directions and Parking Considerations
• 9.0 Visitor Registration, Privacy Notices and Data Handling
• 10.0 Conducting the Open House and Managing Visitor Flow
• 11.0 Managing Difficult, Aggressive or Non-Compliant Attendees
• 12.0 Protection of Vendor Belongings and Property
• 13.0 Closing the Property and Post-Inspection Security Checks
• 14.0 Recording Attendance, Feedback and Inspection Notes
• 15.0 Lead Qualification, Follow-Up and Reporting
• 16.0 Complaints, Incidents and Escalation Process
• 17.0 Compliance with Legislation, Privacy and Ethical Standards
• 18.0 Training, Induction and Review of this Procedure
• 19.0 Document Control and Version History

Legislation & References

• Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs)
• Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010)
• State and Territory Real Estate and Property Services legislation (e.g. Property and Stock Agents Act 2002 (NSW), Estate Agents Act 1980 (VIC))
• Residential Tenancies legislation in relevant state or territory (e.g. Residential Tenancies Act 2010 (NSW))
• Fair Trading and real estate practice guidelines issued by state and territory regulators (e.g. NSW Fair Trading, Consumer Affairs Victoria, REIQ, REISA)