This article explains how Snug’s online rental reference system works and the benefits it provides to both renters and property managers.
Summary
Snug provides a platform for renters to request references from current or past property managers and share them securely with prospective property managers. This system benefits everyone by streamlining the reference process, ensuring fairness, and helping renters secure properties faster with electronically delivered, verifiable references. The platform includes transparency and visibility controls for flexibility.
How do rental references work on Snug?
- Renter Initiates: The renter enters their current or past address history and property manager details. They sign a digital privacy disclosure authority, authorising the property manager to complete the reference.
- Property Manager Completes: The property manager receives the request and can complete the reference fully or partially. They can also upload a rental ledger. Managers choose which references and which questions they answer.
- Visibility Control: Property managers can choose to share the full reference or make certain sections private (not viewable by the renter), such as lease details, ratings, comments, and specific tenancy questions.
- Renter Notified: The renter is notified upon completion and can view the reference details (excluding any private sections) in their Snug profile.
- Control: Both parties are in control around participation, display and removal of references. Renters can remove a reference from their profile by clicking [Remove] or delete their entire profile by contacting Snug.
- Sharing: Renters can share their completed references with other property managers when applying for properties through their Snug profile.
Frequently Asked Questions (FAQ)
Q: Can Property Managers call to discuss a reference?
- Yes. The referee’s contact details (phone and email) are displayed, allowing the prospective property manager to call for discussion or a verbal reference, which can then be attached to the application. Snug complements traditional phone references with an efficient online system.
Q: What are the key benefits of Snug references?
- Comprehensive questions (objective and descriptive).
- Efficient online completion and secure sharing.
- Transparency for renters and property managers.
- Option for traditional phone references remains available.
Q: What happens if the property manager makes an error?
- The renter can remove the incorrect reference and resend a new request to the property manager. Snug does not edit references to maintain integrity.
Q: What if the property manager makes parts of the reference private?
- The renter will see that the reference is complete but some details are not displayed. They can choose to contact the referee property manager directly for clarification, remove the reference, or delete their profile. Snug cannot provide copies of private sections.
Q: Are Snug references widely accepted?
- Yes. In many areas, over 90% of references sent via Snug are completed online. Over 39,000 agents have submitted references on Snug since 2017.
Q: How does Snug ensure references are fair?
- Snug promotes factual and fair references. If a renter disputes a reference, they can:
- Contact the property manager to discuss and potentially request a new reference.
- Remove the disputed reference from their profile.
Q: What are the benefits for Property Managers?
- Faster application processing through automatic reference requests.
- Snug’s leasing software helps manage enquiries, inspections, and applications, reducing administration time significantly.
Q: Can a property manager submit a completely private reference?
- Yes. Using the “Keep this rental reference private” option (available since July 3, 2019), managers can confirm basic lease details (term, rent, parties) while keeping ratings, comments, and tenancy question answers hidden from the renter. The renter still sees that a reference was completed.
Q: What kind of questions are asked?
- The questions include factual/objective details (e.g., rent payments, property condition, lease adherence - Yes/No) and descriptive elements (ratings from 1-5, comments).
Q: How does Snug build trust?
- Through controlled transparency. Renters are notified upon completion and can view non-private sections. Property managers see the full reference. Variances between renter-reported and manager-confirmed details are flagged. Snug also has measures to detect potential misuse (e.g., references completed from the same device).
Q: Is the Snug reference system a tenancy database?
- No. Legal advice confirms it does not meet the criteria. References are renter-initiated and private. Records are not public, and there’s no subscription to query tenants. Examples of tenancy databases include TICA, Equifax NTD, and TRA.
Q: What if the referee cannot complete the reference?
- They will be prompted to provide a reason.
Q: For which living arrangements are references sent?
- References are requested if the renter indicates they “rented,” “sub-letted,” or “boarded.”
- References are not sent if the renter “lived with family/friends” (Personal References can be added instead) or “owned the property.”
Q: How is privacy and security handled?
- References require renter consent.
- Data is private between parties and shared only with authorised members per the privacy policy.
- Renter data is not sold.
- Best practice security measures are used (passwords, firewalls, encryption, mobile verification) and regularly reviewed.
Q: How does Snug handle discrimination?
- Discrimination is not tolerated. Snug provides information and community standards to promote fairness.
Q: How are disputes or complaints handled?
- Renters can remove disputed references from their profile.
- Complaints can be reported to snug.com/help.
- Note: Reference questions were updated in April 2021; older references display as completed at that time.
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