Key Collection and Management Policies

Below are the policies and procedures for Leasing Managers and Property Managers to follow for key collection and management.


General Policies

In all cases, Keys Must Be Secured at all times either in PM or LM's personal possession zippered key pouch, in a lock box, or in a key cabinet.

LMs and PMs may ask for Courier assistance with keys on an as-needed basis but this should not be a constant/standard request. Responsibility for the keys remains with the LM or PM.

  • If LM or PM asks a Courier or other staff member to pick up/drop off/handle keys, an email must be sent to LM, PM, and CC Amy.  Include property address and items to be picked up/copied etc. 

If Re-Keys are performed, the PM must log info into AppFolio.


Procedures for New Clients

Leasing Manager/Owner hand-off - LM to take photos of keys that were provided by the Owner and email photo to PM - All keys must be labeled (front, back, side, shed, mail, etc).

LM can leave in a lockbox at the property for the PM or Courier to pick up or personally hand over to the PM.

PM to receive keys, make copies as needed (4 copies of each key are required (2 for RPM and 2 for incoming tenant), and log into AppFolio and key cabinet.

  • If keys from an owner do not work, or a rekey has been done, REMOVE and dispose of keys in our recycle box.
  • Test the key copies to ensure they work properly. If they do not, dispose of them in our recycle box.

PM to confirm we have parking passes/fobs or knowledge of what is needed - Support will provide any owner/HOA information that has been provided as part of onboarding, however, the PM is responsible for ensuring the tenant has all items needed at move-in.

  • In the event that fobs can only be purchased/picked up from HOA - PM to handle or assign to Courier if help is needed.  PM should ensure we have at least 3 fobs - 2 for the tenant and 1 for the office or they will need to deal with HOA front desks for any issues such as notices
  • If HOA/Condo requires a check to purchase additional FOBs or Parking Pass, PM to escalate a request to accounting at least 4 business days before the check is needed. Checks will be mailed to the Gainesville office for pickup by the PM.

Procedures for Adopted Properties

If the property was Professionally Managed by another management company, LM to get current management company info from the Owner and request that keys be mailed to RPMP Attention PM Name.

If the property was self-managed by the Owner, LM to request that the Owner deliver/send keys to RPMP, Attention PM Name.

If neither the Owner nor the management company has key copies or we do not get them - PM to reach out to the current tenant, arrange for pick up, or leave a lockbox on the door to retrieve keys later.

  • If Lockbox is on the route, will go on the Courier schedule for a permanent Mojo Box.  

All keys come back to the office - PM to log into AppFolio and Key cabinet 


Procedures for Off-Boarding Properties

Ending with management

All keys and items we have in the office need to be taken at the move-out inspection.  All copies the tenant leaves, and ours, need to be photographed in ZInspector. 

  • PM to complete the inspection and lock all doors.
  • PM to place the main door key/access in a lockbox for owner/management
  • PM to provide the code to the owner.

End management mid-lease

If going to owner/new management

  • PM/LM to confirm the address of where the keys will be mailed

How To Offboard Keys and Other Property Items

  • Pull all keys/items from the key cabinet and/or storage cabinet.
  • Note the key tag numbers in the AppFolio notes section (ex. 3756; 3757).
  • DELETE Keys from AppFolio.
  • Remove physical keys from key tags and place the key tags in the "available to use" bin for keys.
  • Add mailing address to an envelope and prepare keys for mailing.
  • Place in the OUTGOING mailbox for Amy or Ashley Cole to mail once a week.  

Please DO NOT promise overnight delivery or when keys will arrive.  If someone wants the keys quickly they need to come pick them up at the office.

  • Pick-up hours should be 10-4. This allows some flexibility with Ashley Cole and Amy if we have meetings to need to leave early.
  • If keys are to be picked up, ensure they are in an envelope properly labeled with address and POC (if we have it) so the pick up is quick and easy. 

Key Room Policies

Bins and envelopes will be available for keys/remotes/fobs/tenant mail to be placed if they arrive from the courier or via mail

  • Each key must have an individual key tag with the property address and keys must be labeled (use the label maker)
  • Garage remotes must be in a sealed envelope labeled with the property address.
    • Label as "Extra" if keeping in the cabinet after the property is rented

Weekly - PMs are responsible for ensuring that all keys are copied, labeled with white tags, logged into AppFolio, and put in the key cabinet 

Storage cabinets will be available for passes/openers etc. that do not fit in the key cabinet.  This needs to be managed in the same manner as Keys - logged, tagged, and returned to the Owner at the end of management.  


Once a year - Winter.  Each PM Group is responsible for a Key audit of their properties.  This is an opportunity to ensure we have everything tagged, adopted property keys and everything is in its place.  During this time if keys are missing, not in AppFolio, etc., the PM is 100% responsible for ensuring copies are received and properly logged.  

  • Main key audit will be done in slower parts of the year
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