Customer Service & Leasing - Book 2

2000 – Fair Housing
2100 – Marketing
2200 – Sales 101
2300 – Lead Management
2400 – Application Screening
2500 – Move In Process
2600 – Resident Retention
2700 – Notices/Move-Out

2000 – Fair Housing

Policy: It is illegal to discriminate against any person because of race, color, religion, sex, disability or handicap, familial status or national origin.  All Perennial employees must adhere to fair housing laws. All employees must complete a Fair Housing course at on-boarding and before working on site.

• The original 1968 Civil Rights Act prohibits housing discrimination based on one’s color, religion, sex or national origin. The Fair Housing Amendments Act of 1988 added families with children and handicapped as protected classes.
• The definition of family status includes persons with one or more children under the age of 18, pregnant women, and anyone who holds, or is in the process of securing, custody of a child under 18.
• It is illegal to refuse to rent to families with children; to limit the use of privileges, services or facilities based on family status; to restrict families to particular areas of a property; to charge higher rents or security deposits to families; and to advertise a property as “adults only”. (However, those properties that qualify as housing for the elderly may advertise as such.) The management company may set its own rules on children’s access to amenities that could threaten their safety, such as swimming pools, weight rooms and saunas.
• Handicapped persons are defined as anyone with physical or mental impairment that substantially limits one or more activities of life.
• Faced with the danger of violating the fair housing laws and the effects of those actions on the community and the owner, employees must make special efforts to do their jobs as professionally as possible.
• Employees must be aware of everything they say and do during the leasing process to avoid allegations of discrimination and steering.

2010 – Leasing and Fair Housing

• Be consistent in leasing. How you interact with prospects, parents and residents must be the same, so be mindful of your attitude and body language. Perception is real!
• Each property should have a defined tour route. This will ensure that each person is given the opportunity to view all community features.
• Make everyone feel welcome at all times. Acknowledge everyone that enters your office, even when it is busy. A simple smile and “be right with you” or a friendly hand gesture signals a welcome feeling.
• Never write personal descriptions or remarks on a guest card or on any part of a lease file. Keep comments professional and relevant to the situation.
• Do not steer prospects in an attempt to group them in a particular area. Have the prospect identify their needs and offer apartments/bedrooms that meet those needs.

2020 – Advertising and Fair Housing

Fair Housing applies to all forms of advertising including print ads, electronic media, and promotional materials.

• The Equal Housing Opportunities Logo (house) should appear in all display type ads and flyers. The words “Equal Housing Opportunity” must be used if the use of the house logo is not possible (i.e. in-column ad).
• If in doubt of the ability of an ad or campaign to upload the Fair Housing requirements, seek advice from the Managing Director.
• Know your local and state Fair Housing guidelines and use advertising practices which are in compliance.

2030 – Customer Service and Fair Housing

• Always document problems on your property and add notes to the resident’s file in Yardi.
• Make repairs promptly for all residents. Be courteous in your response. NEVER prioritize service requests based on the type of person.
• ALWAYS interact with residents and prospects in a professional way.
• NEVER write a personal description about a resident or guest on a service request, guest card or on any other form of communication.

2040 – Occupancy Standards

HUD does not set occupancy standards but expects companies to define reasonable standards based on each floor plan and/or bedroom size. As such, each property should have defined occupancy standards that are posted as part of the rental qualification requirements. There also may be variations due to state and local laws.

Refer to current Statement of Rental Policy in Perennial Properties’ current occupancy standards.

Example of the Statement of Rental Policy is in Forms Documentation.

COMMONLY ASKED QUESTIONS

Question: “What types of people live here?

Acceptable Response: “We welcome anyone who meets our resident qualification guidelines. I’ll be happy to provide you a copy of those guidelines.

Responses to Avoid:

• DON’T say, “I’m sorry, we don’t keep those figures. The prospect is almost certain to ask for an estimate or ballpark figure. We abide by the law and prefer that you just refuse to answer the question.
• DON’T say, “I can’t answer, but if you really want to know you can call the Census Bureau. Showing prospects how to get information they are after can create as much trouble for you and the company as answering their questions directly.
• DON’T invite prospects to come back and check for themselves. If prospects want to return on their own initiative, that’s their business. But if you invite them back, it looks like you’re encouraging them and this could make you and the company vulnerable to a discrimination complaint.
• DON’T give the rental prospect the names of residents to contact who’ll answer his or her questions.
• DON’T fall for a prospect who tries to win your confidence with come-ons like “you can tell me” or “this is just between us”.

ADDITIONAL PROTECTION FOR THOSE WITH DISABILITIES

If a resident or prospect has a physical or mental disability that substantially limits one or more major life activities, has a record of such a disability, or is regarded as having such an impairment, we will consider:

• Accommodations: means making a change in policy (example: pit bulls or other pets over 50 lbs.)
• Modifications: something being built or structurally involved.

While the resident or prospect requests DO NOT have to be in writing, all follow-up communication from the management MUST be in writing. Click here to see an example of a reasonable accommodation or modification request form in Forms Documentation.

Resident makes reasonable modifications to the dwelling or common-use areas, at the resident’s expense, if necessary for the handicapped person to use the housing. (Where reasonable, the management may permit changes only if the resident agrees to restore the property to its original condition when he/she moves.)

Resident requests reasonable accommodations in rules, policies, practices or services if necessary for the handicapped person to use the housing.

Example: A building with a “no pets” policy must allow a visually impaired resident to keep a guide dog.

Example: Unassigned parking area must honor a request from a mobility-impaired resident for a reserved space near his or her apartment if necessary to assure that he/she can have access to the apartment.

2060 – Reasonable Accommodations and Modifications Requests

Example: Modifications include ramps, grab bars in bathrooms, wider door openings, and lower light switches. Management has the right to approve such changes to be certain that they will conform to building codes. A handicapped person also may make changes to common areas (pools, laundry rooms, and mail rooms, for example) under the same rules that he or she pay for such changes with management’s prior written approval.

The handicapped person also will be required to restore the premises to a reasonable condition upon moving out of the property.

What is reasonable?

• Will not cause an undue financial or administrative burden to the housing provider;
• Will not cause a basic change in the nature of the housing programs available;
• Will not cause harm or damage to others; and
• Is technologically possible.

Housing need not be made available to a person who is a direct threat to the health or safety of others or who currently uses illegal drugs.  Please refer to your immediate supervisor if you are not sure about what would be a reasonable accommodation.

2070 – HOUSING OPPORTUNITIES FOR FAMILIES

Leasing requirements may not discriminate based on a familial status. That is, the requirements may not discriminate against families in which one or more children under 18 live with:

• A parent;
• A person who has legal custody of the child or the children;re
• The designee of the parent or legal custodian, with the parent or custodian’s written permission.
• Familial status protection also applies to pregnant women and anyone securing legal custody of a child under the age of 18.

 Steering is an attempt to group prospects in a particular area and is against the fair housing law.

• Each property should have a defined tour route. This will ensure that each person is given the opportunity to view all community features.
• Have the prospect identify their needs and offer apartments/bedrooms that meet those needs.
• The following are examples of Steering (Wrong) and the same statements rephrased in a non-discriminatory way (Right):

WRONG:       Walking from the information center to the model, you say, “Most of our families live near the playground.”

RIGHT:          “We have a playground located near the mail room. Let me show it to you.”

WRONG:       “The schools serving our properties are lousy.”

RIGHT:          Offer factual information about locations of schools or school bus stops, but do not offer subjective information about a school’s quality or reputation. Encourage the prospect to explore the schools from sources other than you.

WRONG:       “Most families don’t want to live… (near a busy street, next to the creek, on the third floor).”

RIGHT:          “…is a heavily traveled street.”

Specials: All specials must be in writing, documented and offered to everyone. A verbal special is potentially very dangerous because there is no way to prove that such a special was offered to every prospect. Rather than use phrases such as “Ask me about our specials”, we need to be specific (e.g.; $20 off all 3rd floor one-bedrooms, expires April 30th).  For this reason, it is important to update specials in Yardi.

REMEMBER: Do not discriminate; do not steer prospects; do treat all persons equally; and know our statement of rental policy and other policies.

In the Event of a Lawsuit:

• All personnel are legally responsible for their own actions when it comes to fair housing compliance.
• You, Perennial Properties and/or the owner can be named in a discrimination complaint.
• Fines are $10,000 for the first offense, $25,000 for the second offense, and $50,000 for the third offense.
• Imprisonment of not more than a year and/or $100,000 fine could be awarded as well.

2100 – MARKETING

Policy:

Marketing is the activity and processes for creating, communicating, delivering and exchanging services or products that provide value to customers, clients, partners and neighborhoods. The Community Director is responsible for establishing and/or maintaining any aspect of marketing at the Community.

Procedure:

2110 – Product Knowledge

All team members should have the essential sales skills of product knowledge.

• Each sales team member should understand the apartment features and amenities in order to present the benefits accurately and persuasively to prospective residents.
• All sales team members should exhibit passion and enthusiasm about their community and share that enthusiasm with prospective residents.

2111 – Community Amenities and Finishes

• All onsite team members must be familiar with the community’s amenities and interior finishes.
• Upon hire, each new team member should make a list of pros and cons of the community’s amenities and finishes against the neighborhood comp set.
• All team members should know the pool operating hours, whether the pool is salt water or chlorine, dog park hours, fitness center hours and classes, the clubroom operating hours and any other pertinent information about the amenities offered at the community.
• All team members should know the rules of all amenity spaces.
• All team members should know the proper chemicals used to clean counter tops and appliances within the apartment.

2112 – Community Pricing

• The leasing team should conduct a weekly market survey of the immediate submarket.
• The Community Director should conduct a monthly detailed market survey determining the asking rent and price per square foot in the submarket.
• The Community Director should determine the proper pricing on a daily basis to remain competitive in the submarket.
• The leasing consultants should honor the pricing determined by the Community Director and only with the Community Director’s approval, make any adjustments.
• The leasing team should create a daily pricing hot sheet.

 2113 – Community Brand

• It is important to define the identity of your asset and its unique brand.
• Positively promote the brand to the neighborhood, local businesses and all prospective residents.
• Each onsite team member should be knowledgeable of the foundation of development and prior uses of the site.
• The leasing team should make a pros and cons list of what people love about their Community compared to other Communities and sell the benefits.
• The onsite team should host market exchanges and other neighborhood events to promote the Community’s brand.

 2114 – Neighborhood Knowledge

• All onsite team members should know how to give directions to their Community.
• All onsite team members should know the retail and restaurants immediately surrounding their Community and promote the benefits of living near these businesses.
• The leasing team members should dedicate one day a week to visit local businesses and develop partnerships to mutually benefit the business and the residents.
• The leasing team should create a pros and cons list of their location in the neighborhood and be familiar with the competitors businesses.

2120 – Resident Knowledge

All onsite team members should know their residents, remember their names, remember their pet names and positively engage with the residents on a daily basis.

2122 – Demographic Report:

• The Community Director is responsible for ensuring each leasing team member properly fills out all necessary fields in the application form in order to conduct an accurate demographic report.
• The Community Director should know the pertinent data related to the average resident.

2130 – Submarket Knowledge

Submarkets are boundaries that define where a property competes. 50% of the Community’s overall performance is explained by submarket factors. The knowledge of the immediate submarket should be taken into consideration during the Community Director’s decision-making.

• All team members should know the location of the competitive properties.
• Each team member should know the transportation patterns of the residents in the submarket.
• Each team member should know their target demographic of the submarket.
• The Community Director should stay in-tune with their submarket to stay ahead of the curve.

2131- Shop the Competitors

• Upon hiring, each team member should shop all of the competitors in their submarket.
• Create a pros and cons list of the community vs. the competitors.
• Contact the local competitors on a weekly basis to obtain an accurate market survey.

 2132 – Market Survey

• The Community Director is responsible to create a comp set and create a market survey.
• Each leasing team member is responsible for calling and obtaining weekly number of tours, number of total leases, occupancy percentage, and leasing percentage as well as current asking rents and any specials their competitors are offering.

2140 – Marketing Platforms

Policy

The Community Director is responsible for delegating the setup, management and continued presence on the different marketing platforms.  

2141 – Website

• The community website should be monitored on a weekly basis.
• The Community Director is responsible for ensuring the community’s website reflects accurate data.
• The Community Director is responsible to work closely with the Marketing Department to ensure the proper social content is being marketed on the website.
• The Community Director is responsible for auditing the content.

2142 – Social Media

• Each Community is required to maintain a Facebook page.
• The onsite team members must post relevant and trending topics at minimum 4 times per week to boost engagement.
• The Community Director must run at minimum 1 monthly paid ad and select the targeted demographics for the specific ad.
• It is required that hashtags and/or tagging is used when creating posts.
• Each Community is required to maintain an Instagram account. The onsite team members must post relevant and trending photos at minimum 3 times per week to boost engagement. Each Community should utilize the property-specific hashtag to boost followers.
• Each Community is required to maintain a Twitter account. The onsite team members must post relevant tweets and trending photos at minimum 3 times per week to boost engagement. Each Community should utilize the property specific hashtag to boost followers.

2143 – Internet Listing Services

• Each Community is required to post two Craiglist ads per day with relevant information on available apartments and updated photos. No renderings.
• Depending on property performance, each Community Director should consult with the Marketing Associate on whether to advertise on the different ILS listings such as: ForRent, Apartments.com, Rent.com, ApartmentFinder.com or other relevant apartment listing websites.
  • Should the Community be advertising on the above listed sites, the Community Director is responsible for evaluating the traffic and leases generated from any ILS listing to determine the cost-effectiveness of the ILS.
  • The Community Director is required to update relevant photos on each listing and ensure pricing reflects accurately.
  • The Community Director is required to ensure the particular vanity number lines up with the listing.
• Each Community is required to manage a Yelp business page and respond to any reviews in a positive manner, keeping the business in mind.
• Depending on property performance, each Community Director should consult with the Marketing Department on whether to advertise on Zillow and create a maximum cap on the monthly cost.
  • Should the Community be advertising on Zillow, the Community Director is responsible for evaluating the traffic and leases generated from the Zillow listing to determine the cost-effectiveness.
  • The Community Director is required to update relevant photos on the listing and ensure pricing reflects accurately.
  • The Community Director is required to ensure the particular vanity number lines up with the listing.
• The Community Director is required to immediately respond to any Apartmentratings.com reviews in a positive manner, keeping the business in mind.
• The Community Director is required to review the Satisfacts scores at minimum once per month.

2144 – Print Advertisement

Any advertisement printed on paper, be it newspapers, magazines, newsletters, booklets, flyers, direct mail or anything else that could be considered a portable printed medium is considered print advertising.

• All print advertisements should have an associated trackable vanity number.
• All print advertising should be reviewed by the Marketing Department or Managing Director.

2145 – Branded Promotional Items

• The Community Director is required to manage and maintain a stock of promotional items at all times.
• All promotional items being ordered should at minimum have the property’s website visibly listed.
• All promotional items should have consistent font to match the community’s branding and logo.
• All promotional items should reflect the vector file for the community’s logo. No recreated community logos.

2146 – Online Reputation Management

Policy: The Community Director is responsible for establishing and/or maintaining a strong online reputation.

• Respond to all online reviews, positive and negative, within seven days.
• Post relevant content to attract targeted resident demographic to all social media sites three times per week or more.
• Post trending topics.
• Post pictures of residents at resident events.
• Use property URL links in posts.
• Use hashtags in posts.
• Post on Craigslist at least three times per week.

2147 – Media

Policy: When involved with the media, always state facts and provide the most limited information possible. Defer any questions you do not feel comfortable answering to the to the MD.

• Immediately report any media presence to the MD.
• PR point of contact: Hannah Huffines Amick
• hannah@huffinespr.com
• 678.488.2909

2170 – Preferred Employer Program

Policy: Presenting a professional and positive image to the community and potential guests will help encourage more traffic and leases.

Procedure:

• The Preferred Employer Program is a leasing tool designed to strengthen relationships with local corporations with 50 or more local employees.
• The community list of employers shall not exceed fifteen companies unless otherwise approved by the MD.
• The Preferred Employer list and benefits must be approved by the MD and should be adapted at the individual property level to best utilize the program for each particular community and market. Each Community Director is responsible for maintaining, updating and monitoring the companies and benefit list for their particular community. This list should be reviewed at least once a year. The benefits that will be offered to the Preferred Employer member shall be approved by the MD.
• A framed display reflecting the current Preferred Employer members should be in the leasing area.

The Preferred Employer applicant qualifications are:

• The applicant that is interested in leasing an apartment must be currently employed by a company on the approved employer list.
• If the applicant will be working for the company in the future, the guest must supply a letter from the company stating the anticipated employment date.
• The applicant must be approved by Yardi screening.
• Review current resident demographic reports to find current trends in employers that may already exist. Adjust the list accordingly.
• If any gift cards or items are given as part of the ongoing community Preferred Employer program, a Gift Card Tracking Log should always be used to track purchases and recipients.

2200 – Sales 101

2210 – Sales and Closing

Policy: The Community Director is responsible to ensure all employees adhere to their mentor program, shop the comps, learn the amenities, product knowledge and anything else pertinent to the employee’s job role.

 

2211 – Grace Hill

Grace Hill is a learning tool to continuously measure all employees’ competency and skill levels. This learning tool helps improve all employee skills and productivity.

• All Leasing Consultant new hires must complete the following courses before beginning work on site:
  • Fair Housing
  • Leasing for Living
  • Customer Service as a Competitive Advantage
  • Curb Appeal
• All Assistant Community Director new hires must complete the following courses before beginning work on site:
  • Fair Housing
  • Dealing with Difficult People
  • Customer Service as a Competitive Advantage
  • Curb Appeal
• All Community Director new hires must complete the following courses before beginning work on site:
  • Fair Housing
  • Time Management
  • Customer Service as a Competitive Advantage
  • Curb Appeal
• All Groundskeeper/Porter new hires must complete the following courses before beginning work on site:
  • Fair Housing for Maintenance
  • Curb Appeal
  • Safety Series: Personal Protective Equipment (PPE) – Overview
  • Safety Series: Safety & You
• All Service Technician new hires must complete the following courses before beginning work on site:
  • Fair Housing for Maintenance
  • Preparing the Perfect Market Ready Apartment
  • Safety Series: Personal Protective Equipment (PPE) – Overview
  • Safety Series: Safety & You
• All Service Manager new hires must complete the following courses before beginning work on site:
  • Fair Housing for Maintenance
  • Preparing the Perfect Market Ready Apartment
  • Safety Series: Personal Protective Equipment (PPE) – Overview
  • Safety Series: Safety & You
  • Curb Appeal
• Each month every team member has a number of courses that must be completed within Grace Hill’s Vision Learning Management System. All courses must be up to date on a monthly basis or the team member may be subject to a Commitment to Correct (CTC).

2212 – Role Playing

Prior to a newly hired Leasing Consultant working on the sales floor, they are required to roll play with their mentor.

• The mentor should initiate a prospective resident phone call role play.
• The mentor should initiate a prospective resident tour role play.
• The mentor should initiate closing technique role plays.

2213 – Shadowing

All new hires are required to shadow their mentor on various day to day activities.

• Each newly hired Leasing Consultant should shadow their mentor on at minimum 3 tours prior to taking tours on their own. The new hire should make a list of community specific features discussed during the tour.

2214 – Inventory Control

The Community Director is responsible to actively manage availability by reviewing the percentage of occupancy based on floor plan type.

• When managing your lease expirations, be very mindful of how many of each floor plan style you allow to expire each month.
• Should over exposure for a specific floor plan type occur, the Community Director is responsible for managing pricing and specials accordingly.

2215 – Sales and Specials and Incentives

The Community Director is responsible for initiating and managing the sales specials and incentives.

• The Community Director should monitor pricing of all apartments on notice and determine if the rates should be increased or decreased based on the submarket’s performance.
• Any major pricing decrease should be approved by the MD.
• A $100 leasing incentive shall be offered for all units pre-leased.
  • The apartment must be leased during the notice period, prior to the current tenant moving out.
  • The new tenant must take possession within 14 days of the make ready date.
  • Make ready date should be no more than 5-7 business days from the date the unit is vacant.
  • Other leasing incentives can still be offered on units in conjunction with the $100.
• $45 leasing incentive for all units leased within 14 days of the make ready date and the tenant moves in within 14 days of their lease date.
  • Other leasing incentives can still be offered on units in conjunction with the $45.
• Standard leasing commission is offered on all leases that are leased 14 days after the make ready date and less than 90 days vacant.
• 90 days vacant = 150 days since the unit was made available to lease (60 day notice + 90 days vacant).
  • Leasing incentives can still be offered on these units in some cases:
    • If no concession is used.
    • Hard to lease unit based on location (near trash), layout, etc.
• CTC (Commitment to Correct) implemented for any unit that is vacant 91+ days.
  • No incentives may be offered on any unit 91+ days old.
  • If an employee doesn’t receive another CTC within 6 months the CTC is removed from their file.
• If more than three CTC’s related to aged vacants are received during a 4-month period then the team member will receive a PIP (Performance Improvement Plan).

2216 – Commissions and Leasing Incentives

• Standard commissions will be paid at 0.006% of the annual lease value, less any concessions or locator fees.
• Standard renewal commissions will be paid at 0.007% of the annual lease value.

2220 – Vacancy & Incentives

2221 – Vacancy 21 Days or Less (Include Turn Days)

• $100 leasing incentive for all units pre-leased (leased during the notice period).
  • Must be leased during the notice period, prior to the current tenant moving out.
  • New tenant must take possession within 14 days of the make-ready date (we only hold vacant units for 14 days after leasing, when pre-leased 14 days from turn date).
  • Make-ready date should be no more than 5-7 business days from the date the unit is vacant.
  • Special exceptions may apply based on holidays, etc.
  • Other leasing incentives can still be offered on the unit in conjunction with the $100.
  • Team goals and additional incentives can still be put in place.

2222 – Vacancy Up to 30 Days (Include Turn Days)

• $45 leasing incentive for all vacant units leased within 14 days of the make-ready date and the tenant moves in within 14 days of their application date.
  • Other leasing incentives can still be offered on units in conjunction with the $45.
  • Team goals and additional incentives can still be put in place.

2223 – Vacancy Up to 90 Days (Include Turn Days)

• Standard leasing commission offered on all leases that are leased 14 days after the make-ready date and less than 90 days vacant.
  • After a unit has been vacant for 30+ days the unit is assigned to a team member.
  • All team members should still be showing and marketing the assigned unit, but one team member will be held accountable for days vacant. Team members may be assigned multiple units with the leasing professionals as tier 1 (2 units to every 1 unit assigned to the AM and CM), Assistant Community Director as tier 2, and Community Director as tier 3.
  • i.e. (3) 30+ aged vacants. 2 assigned to the leasing professional, 1 assigned to the AM, 0 assigned to the CM.
  • i.e. (4) 30+ aged vacants. 2 assigned to the leasing professional, 1 assigned to the AM, 1 assigned to the CM.
  • 90 days vacant = 150 days since the unit was made available to market/lease (60 day notice + 90 days vacant).
• No incentives may be offered on any unit that is 31+ days vacant.

2224 – CTC (Commitment to Correct)

• Implemented for any unit that is vacant 91+ days to the team member assigned to the unit.
  • No incentives may be offered on any unit 31+ days vacant.
  • If an employee doesn’t receive another CTC within 6 months, the CTC is removed from the team member file.
• What happens if there are multiple units that are 91+ days vacant at the same time or within a short time frame?
  • If more than three CTC’s related to aged vacants are received during a 4-month period then the team member will receive a PIP (Performance Improvement Plan) and be placed on probation. The team member will be made aware that lack of leasing performance is grounds for termination and must turn around in 30 days.

2225 – Aged Vacant Tips

• Stage the unit as a mini model.
• Post video and photos of vacant units online (craigslist, website, etc.).
• E-blast prior tenants/prospects and/or current tenants.
• Reduce transfer fee on unit upgrades (new rent greater than current rent).
• Display a marketing board in the office to highlight the most aged unit as prospects walk-in.
• Host a locator event in unit.
• Host a resident event in unit.
• Create a retargeting ad for a unit.
• Hold a team meeting in unit to discuss issues and objectives.
• Review resident referral incentives.

2240 – Leasing Safety & Photo ID

Policy: A photo ID must be obtained from at least one person on each leasing tour prior to the presentation.

• Do not make a copy of the ID.
• Leave the ID in a small box inside a leasing desk.
• Return ID to prospect after tour is completed.
• A sign must be prominently placed in the leasing office which states, “Photo ID is required to view an apartment”.
• A photo ID will not be required when conducting prearranged group tours (i.e., university-sponsored tours).

2242 – Leasing Safety

Team members are encouraged to take necessary precautions when showing apartments. While Perennial Properties cannot guarantee anyone’s personal safety, there are several steps that may be taken to minimize your risk:

• Discuss leasing safety in team meetings at least quarterly and any time a new employee is hired.
• Follow the photo ID policy.
• Always let someone in the office know when you are leaving to show an apartment. If possible, let them know where you are going or write it on a piece of paper and attach it to the ID.
• If you are working alone, enlist the answering service operator to assist or notify an employee by phone or radio.
• Leave the front door of models or vacant apartments open while inside. If a privacy or deadbolt lock is provided, flip the lock upon entering so that the door does not close behind you. A doorstop may also be installed on the inside of model doors so that they may be easily propped open during the tour.
• Do not allow yourself to become cornered in small rooms such as closets or bathrooms. You can effectively demonstrate such areas by standing aside and encouraging the prospect to become involved while you demonstrate the features and benefits.

STEPS TO TAKE IF YOU FEEL UNCOMFORTABLE:

• Avoid letting the prospect know that you have a safety concern.
• Use your phone to communicate with the maintenance team. As an example, “J, please check the A/C in apartment 101. I’m about to show that apartment again and it felt stuffy the last time I was in there”. This lets the maintenance employee know to come to the apartment while you are showing.
• Each team should have a similar “code” that indicates a leasing safety concern.
• Invite another team member to join the tour. Let the prospect know that they are “shadowing” you as part of their training.
• If there is a legitimate reason for not showing an apartment due to a concern for your safety, do not take the prospect on a tour. Kindly offer to reschedule an appointment for another time. Document on the guest card why a tour was not given (i.e. prospect made threatening remarks; prospect was acting suspicious; prospect was intoxicated, etc.) Always use your best judgment in situations of this nature and notify your Community Director of the situation immediately afterwards.

2243 – Security Representations

Policy: Perennial Properties does not guarantee the safety or security of its residents and/or their guests.

• Perennial Properties does not guarantee the safety or security of its residents and/or their property. Safety and/or security of the residents are the joint responsibility of the resident and local law enforcement agencies.

COMMONLY ASKED QUESTIONS

Question: “Do you have security patrol service or security guard living on the property” or “what kind of security do you have”?

Answer: “Our patrol services and courtesy officers provide preventative measures again crime. However, we cannot guarantee crime will not happen.”

Question: “Do you have a problem with crime or is this a safe area?”

Answer: “We face the same challenges as every community or neighborhood in this area. Unfortunately, crime occurs everywhere so we encourage you to take the necessary steps and use caution at all times.”

Responses to Avoid:

 “We have a courtesy officer that lives on site.” This response creates a false sense of security for the resident. Providing security is not part of a courtesy officer’s scope of work.

“I live here and have never had a problem.” This also creates a false sense of security.

“We have security gates.” This implies safety and is no guarantee of security.

2260 – Shopping Report

Policy: The main goal of Perennial Properties is to lease apartments. To ensure all office personnel continue practicing the leasing strategies presented during training, employees will be periodically “shopped” by an outside company and scored on their leasing presentation.

2261 – Procedure

• Each community will be shopped by a mystery shopping service on a regular basis.
• Shops can be conducted via telephone, e-mail, and on-site.
• Shopping reports are sent directly to the associate’s Community Director for review.
• The report provides feedback about the leasing presentation and the community.
• The shopping report will be used as a training tool and a way to measure leasing sales performances. Once an employee has been shopped, the report will be reviewed by the Community Director with the associate to offer suggestions and feedback to improve the shopping report or offer praise and encouragement on areas well done. If the Community Director is the associate shopped, the MD will review the shop with them.
• If an employee receives four (4) unacceptable scores of 75% or below (including phone, on-site, and benchmark) in a 12-month period, disciplinary action, up to and including termination, will be taken with MD discretion. Upon receiving a third unacceptable score, a PIP form is completed by the Community Director and placed in the employee’s personnel file.
• Scores of 85% and higher on a shopping report are rewarded. Review Financial Reward and Accountability Matrix in this manual.
• Any employee receiving a score below 85% on the e-mail, phone or in-person shop must complete the Shop Action Plan with their Community Manger within five (5) business days of receiving the shop.

 2265 – Internet Evaluation Report

• Each community will be shopped via email.
• Onsite team members are required to answer all e-mail leads within 2 hours.
• The Internet Apartment Shopping Report will cover the following questions:
  • Leasing professional’s e-mail response.
  • Response time.
  • Response etiquette.
    • Salutation
    • Identify the community and employee’s name
    • Provide a phone number
    • Grammatically correct information
    • Price
    • Availability
    • Advantages of the community
    • Floorplans/photos
    • Adequately address any questions
    • Create a desire for prospect to learn more about the community

2266 – Telephone Evaluation Report

• Each community will be shopped via telephone.
• Onsite team members are required to answer all phone calls within 3 rings.
• All qualified prospective resident phone calls should be converted into an appointment.
• The Telephone Evaluation Report will cover the following questions:
  • Salutation to include the community and employee’s name
  • Personalize call by using prospect’s name during conversation
  • Create an inviting and engaging conversation with an excited tone
  • Price
  • Move-in date
  • Number of occupants
  • Apartment size/number of bedrooms
  • Pets
  • Referral source
  • Advantages of the community
  • Floorplans/photos
  • Adequately address any questions
  • Create a sense of urgency
  • Set an appointment
  • Obtain a phone number
  • Obtain an email address
  • Offer directions

2267 – In-Person Evaluation Report

• Each community will be evaluated via an in-person shop.
• Onsite team members are required to stand and greet each prospective resident.
• All onsite team members are required to visibly display their Perennial name tag.
• All onsite team members are required to utilize a form of closing on each qualified tour.
• The In-Person Evaluation Report will cover the following questions:
  • Landscaping, curb appeal, amenities and parking in good form
  • The Community is easy to locate with ample signage
  • Proper stand, greet and introduction by leasing team member
  • Invitation to sit at the leasing table
  • Professional attire
  • Obtaining referral source
  • Determining size
  • Determining move-in date
  • Determining number of occupants
  • Determining pets
  • Price range
  • Reasons for moving
  • Obtaining a phone number
  • Obtaining an email
  • Always promote Perennial Properties
  • Toured apartment should be show ready
  • Closing techniques and sense of urgency
  • Fair Housing
  • Follow up via phone and email

Example of Shop Action Plan is in Forms Documentation.

2268 – Shopping Report Performance Improvement Program

Financial Reward and Accountability Matrix

*    Financial rewards are paid only when scores on both phone and on-site components are 85% and above. 

Scoring Matrix	Telephone Shop   Reward Potential	On-Site Shop Reward Potential	Internet Shop Reward Potential
Top Shop Rewards – Green Zone
100%	$150 reward	$150 reward	$150 reward
Above Standard – Green Zone
90%- 99%	Reward = Score (e.g., 95% = $95 reward)	Reward = Score (e.g., 95% = $95 reward)	Reward = Score (e.g., 95% = $95 reward)
Meets Basic Standard – Green Zone
85%-89%	Reward $50
Below Standard – Yellow Zone
76%-84%	No Financial Reward. Discuss and diagnose factors that affected the results and develop a plan to improve performance.
Underperforming Score – Red Zone
75% and below (Phone & In-person)	Discuss and diagnose factors that affected the results and develop a plan to improve performance. Re-shop within 30 days when scores on both phone and on-site components are 75% and below.

 

The shopping report will be used as a training tool to improve overall leasing performance. The report will be reviewed by the team member’s Area Manager and Community Director in detail. Recommendations for performance improvement should be evaluated and discussed. Scores below 85% require an action plan completed by the team member, Community Director and Managing Director. A copy is to be placed in the team member’s file. All associates should understand that if progress is not made based on the action plan, further corrective action, up to and including termination, may occur.

2300 – Lead Management

Policy: All calls, emails, and walk-ins must be entered into Yardi daily.

• All email, phone and walk-in traffic must be entered into Yardi daily.
• If property is using a lead management software, all ad sources shall have a call tracking number and email address.
• All email and phone traffic shall be responded to within 2 hours of sending the message. Leasing consultant should enter information on guest card information.
• Source of traffic must be entered in Yardi. Recording the correct source of traffic is very important for the property and for your leasing success.
• The Leasing Consultant who initially tours the prospect will be paid the commission for the lease.
• Unqualified traffic is someone that does not meet our rental criteria guidelines.
• Initial follow-up for all prospects must be done within 24 hours of the tour via telephone and email. This should also be documented in Yardi or in lead management software. Make at least three follow-up attempts to close the lease.

2310 – Aged Vacant Inventory

Policy: Vacant apartments older than 15 days are considered aged vacant inventory. The Community Director is responsible for minimizing vacancy loss by managing aged vacants.

Procedure:

• Evaluate the 4 P’s – Product, Promotion, Price, and People
• Inspect the product with leasing and service team.
• Enter a leasing incentive approved by the Managing Director in Yardi and/or Rent Cafe.
• An added commission approved by the Managing Director may be offered to secure a lease.
• Use hot sheets as a leasing tool.
• Report specials and leasing activity weekly to the Managing Director.
• Update the aged vacancy hot sheet under the Perennial Linksrole within Yardi on a weekly basis by Tuesday at 10:00AM so that team members at other communities have a quick reference to your availability with specials.

For details on how to update the spreadsheet, view video:  G:\Prop Mgt Corp\Weekly Reports\Vacancy Hot Sheet edit example (1).mp4

• CTC (Commitment to Correct) implemented for any unit that is vacant 91+ days.
• No incentives may be offered on any unit 15+ days old.
• If an employee doesn’t receive another CTC within 6 months the CTC is removed from their file.
• If more than three CTC’s related to aged vacants are received during a 4-month period then the team member will receive a PIP (Performance Improvement Plan).
• $100 leasing incentive shall be offered for all units pre-leased.
  • The apartment must be leased during the notice period, prior to the current tenant moving out.
  • The new tenant must take possession within 14 days of the make ready date.
  • Make ready date should be no more than 5-7 business days from the date the unit is vacant.
  • Other leasing incentives can still be offered on units in conjunction with the $100.
• $45 leasing incentive for all units leased within 14 days of the make ready date and the tenant moves in within 14 days of their lease date.
  • Other leasing incentives can still be offered on units in conjunction with the $45.
• Standard leasing commission offered on all leases that are leased 14 days after the make ready date and less than 90 days vacant.

2320 – Lease Expiration Management

Policy:  Managing lease expiration dates is crucial to maintaining stable occupancy throughout the year. Staggering lease expiration dates is one way to ensure the community will not be hit with an over-abundance of lease expirations, or move outs, during the slower months. This process ensures that most leases will expire during the spring and summer months, which are typically the busiest traffic months of the year.

Procedure:

The lease expiration worksheet must be used to determine the number of leases that should expire every month.

Community Director will save the new lease expiration worksheet each month into the K:drive in the renewals folder.

Discuss the expiration strategy with the MD.

Example of Lease Expiration Worksheet is in Forms Documentation.

2330 – Apartment Holds

Policy: Apartments must be made available for immediate occupancy for any qualified applicant.

Procedure:

• Apartments may be held up to nine days for applicant to take possession of a vacant apartment.
• Holding fees may be required dependent on property.
• An apartment may be held for 48 hours with an application fee and completed application.
• To hold an apartment longer than 48 hours without application fee and completed application, the Regional Director’s approval must be obtained in writing.
• The prospect must begin their lease a maximum of 14 days from the day they submit an application. Situations that exceed the 14 day limit must receive Regional Director’s approval and the circumstances must be documented.
• If the guest decides to cancel before the application is submitted to Yardi Credit Screening, they will receive a full refund of their application fee.
• If the guest cancels more than 48 hours after the application is submitted to Yardi Credit Screening, the non-refundable application fee and administrative fee are retained.

2340 – Apartment Holds for Lease Ups

Policy: During pre-leasing, apartment hold times should be no longer than 30 days past CO date.

• Exceptions may be made for certain floorplan types that are not currently available, with approval from Community Director.
  • Ex: No micro-units in Building 1000 but available in Building 2000 with expected CO date 2 months out. The team may pre-lease and “hold” a unit of this type for longer than the standard 30 days. Once CO is acquired, move-in should take place within 30 days.

 

2350 – Rent Discounts and Concessions

Policy: Incentives may be offered to generate leases and retain current residents. Proper documentation of these concessions will provide a clear understanding between us and residents.

Procedure:

All aspects of all incentive programs must be approved in writing in advance by the Managing Director.

• Approved rent recommendations and leasing incentives must be saved in the K:drive in a folder named Specials.
• All approved rent recommendations and leasing incentives shall be entered in Yardi or RentCafe with start and end dates.
• Price quotes are good for 48 hours.
• Any concession quoted to the prospect should be noted on the electronic guest card in Yardi.
• All concessions must be documented in writing in the Lease Contract on either a Concession Addendum or in Special Provisions.
• Any leasing incentive must be reimbursed if lease contract is not fulfilled.

2400 – Application Screening

The Community Director is responsible for ensuring applications are approved after the Leasing Consultant has uploaded all proper documentation into Yardi Voyager.

The following documents must be uploaded into Yardi

• Application
• Statement of Rental Policy
• Yardi Resident Screening
• Income Verification
• Rental Verification
• Welcome Letter

To approve an application, the CM must log into RentCafe > click “Leasing” > click Application > Prospect’s Name > click either “Approve” or “Deny”.

• Follow the Yardi Screening recommendation when approving rental applications. To revise a screening recommendation, prior approval from the Regional Director or Managing Director is required.
• Denied applicants may be referred to the Regional Director or MD for results screening override.
• If an applicant was approved more than 60 days out from their prospective lease start date, the applicant should be re-screened prior to commencement of the lease term.

2410 Lease Applications

2412 – Paperless Lease Applications

Policy:

The Community Director is responsible for ensuring Leasing Consultants have uploaded all proper documentation into Yardi Voyager for application approval.

• To approve an application, the CM shall log into RentCafe, click Leasing, click Application, Prospect’s Name, click either “Approve” or “Deny”.

• The Leasing consultant clicks “More” and selects “Save Application to Voyager”.

• Income Verification forms have been uploaded.

• Once all documents have been confirmed and the application has been saved to Yardi, the Leasing Consultant pulls up the pending application within Yardi Voyager.

• The applications name can be selected within Yardi under Pending Applications.

• The next step is saving the credit screening to Yardi attachments by clicking Screening.

• Once the screening results page pulls up, the Leasing Consultant must click on the box to the right of the application decision results.

• By clicking print, the Leasing Consultant will be able to save the screening results to Yardi.

• Once the print option page opens, the destination must be changed from the standard printer to “Save as PDF”
• Save and attach the Screening Results under the Attachments option.

• The same must be done with a Rental Verification. *Reminder, any documents uploaded in Yardi must be in PDF form. A Word document must be saved as a PDF before uploading.

• Once the application, proof of income, rental verification, screening results and welcome letter have all been uploaded to attachments in Yardi, the Leasing Consultant must ask the Manager to approve the application.

• Once the Community Director has approved the application, the Leasing Consultant may generate the lease agreement by reopening the Lease Information page in RentCafe and clicking “Manage Blue Moon Lease”

• Once all the tabs have been completely filled out according to the lease specification, the Leasing Consultant must click “Review and Select Forms”

• The following step is clicking “Generate and Finalize Lease”

• Once the applicant signs the Lease Agreement, the Manager will countersign and the lease will automatically load in Yardi documents.

2412 – Paper Applications

Policy: We can reasonably accommodate the housing needs of certain individuals by providing paper applications if the paperless application process is causing a hindrance due to a disability.

Procedure:

• Perennial Properties’ paper application can be found in the K-drive under application documents.

• The applicant must fill out the application in its entirety and sign all pages including the Statement of Rental Policy, Privacy Policy and Renter’s Insurance Requirements.
• The Leasing Team Member must scan the paper application into Yardi documents immediately after submission.
• The Leasing Team Member must also upload any other paper documents which the applicant provided such as the rental verification or employment verification.

2415 – Roommate Process

Policy: A roommate may be added or released at any time with the approval of the Community Director. The remaining roommates must qualify financially in order for the roommate who is leaving to be released from liability.

Procedure:

• An application must be completed by the roommate who is being added to the lease agreement.
• An application fee is charged when a roommate application is processed.
• The existing roommate and the newly applying roommate must be screened together for a group recommendation.
• Both applicants must submit two most recent paystubs to upload to Yardi documents for auditing purposes.
• The Roommate Release/Addition form must be completed within Blue Moon and signed by all parties including the Community Director for the roommate addition/release to be considered legally binding.
• The roommate who has been added to the lease must also sign all pages of the lease agreement.

 2417 – Guarantor/Cosigner

Policy: We can successfully accommodate the housing needs of any applicant who is currently enrolled as a student and does not have recurring monthly income to qualify by requesting a guarantor or a cosigner.

Procedure:

• An application must be completed by the guarantor/cosigner through RentCafe unless any reasonable accommodations require them to fill out a paper application.
• An application fee is charged when a guarantor/cosigner application is processed.
• The guarantor/cosigner must submit two most recent paystubs for auditing purposes. The income must total four times the monthly rent in order to be qualified as a guarantor.
• The Guarantor form must be signed within Blue Moon prior to the applicant(s) receiving keys.

2418 – Required Documents

Policy: The Community Director is responsible for ensuring all necessary application documents have been uploaded within Yardi documents.

Procedure:

The following documents are required from each applicant/resident within Perennial Properties:

• Application completed in its entirety signed and uploaded into Yardi.
• Statement of Rental Policy signed and uploaded into Yardi.
• Privacy Policy for Personal Info of Rental Applicants and Residents signed and uploaded into Yardi.
• Renter’s Insurance Requirements signed and uploaded into Yardi.
• Short Term Retail Agreement signed and uploaded into Yardi.
• Two recent forms of income uploaded into Yardi.
• A completed rental verification for the past two years uploaded into Yardi.
  • If an applicant had previously purchased/owned a home, the credit report should reflect the information needed so no rental verification needs to be completed.
• A Welcome Letter reflecting all monies due.
• The Rental Contract and lease packet generated through RentCafe.
• The declaration page of the resident’s renter’s insurance.
• The credit screening results through Yardi Resident Screening.

2420 – Screening Process

Policy: The Community Director is responsible for ensuring all residents at the Community are fully screened and property qualified in accordance with Perennial Properties standards.

• When an applicant completes the application process through RentCafe, the credit and criminal screening automatically processes.
• The onsite team member may access the screening results by clicking the “Screening” button within the Prospect Guest Card in Yardi.

• Once the application screen comes up, the “Select” checkbox next to the most recent credit report should be checked in order for the screening results to open.
• If any information highlighted in blue is missing, the screening results will not automatically process, therefore the on-site team member should populate those fields.
• Once the fields are populated, select Yardi Screening from the drop-down list.

• Then check the “select” box on the right-hand side.
• The Property Screening Result will open in a new browser and the credit screenings should be saved as a PDF and uploaded to Yardi.

2421 – Credit Screening

Policy: All applicants must pass a credit screening in order for the criminal screening to populate and the application to be approved. The Community Director is required to ensure all applicants have passed a credit screening prior to becoming a resident.

Procedure:

• All applicants must sign and acknowledge the housing provision in the policy and rental qualifying criteria paperwork.
• Yardi runs credit history first. If the applicant is approved, then Yardi runs a criminal backgrounds.
• Any applicant who owes an apartment community within the last 5-7 years will automatically be denied unless they can provide paperwork showing the judgement has been settled/paid.
• Any applicant who owes money to any utility provider must pay the outstanding balance prior to move in.
• Any applicant with a Federal Tax Lien will be automatically denied unless they can provide paperwork showing the judgement has been settled/paid.

2422 – Criminal Screening

Policy: All applicants must pass a credit screening in order for the criminal screening to populate and the application to be approved. The Community Director is required ensure all applicants have passed a criminal screening prior to becoming a resident.

Applicants will be denied only for the following reasons:

• Felony convictions for the illegal manufacture or distribution of a controlled substance.
• Felony convictions for crimes resulting in bodily harm.
• Felony convictions for damage or destruction to property.
• Felony convictions for sexual offenses. Be aware that felony convictions for sexual offenses have no look-back period, meaning we don’t have to accept them. However, a situation involving this conviction may evolve (i.e., there’s a big difference in a prom night sexual encounter vs. an offender that is a predator). The interactive dialogue is very important!

2423 – Liberty Rent Guarantee Insurance

Policy: Liberty Rent Guarantee is a financial co-signor that pays the rent when the tenant doesn’t. Any applicant that is denied due to credit may be referred to Liberty Rent Guarantee for potential approval.

Procedure:

• Ensure your community is signed up with Liberty Rent Guarantee Contracts. Contact the customer service department or sign up on our website.
  • help@libertyrent.com
  • www.libertyrent.com
• When an applicant does not qualify due to credit issues, refer them to Liberty as an alternative. They can either apply online or receive more direction from Liberty.
  • http://www.libertyrent.com/
  • tenants@libertyrentcontract.com
• If the applicant is approved through Liberty Rent, they must pay Liberty one month’s equivalent rent as a fee.
• If the applicant is approved, Liberty will guarantee up to 6 months of rent if the tenant defaults, skips or is evicted.
• Liberty Rent will only render a payment once the apartment has been re-leased and a move-in date can be provided.

2440 – Corporate Leases

Policy: We can successfully accommodate the housing needs of many individuals, while maintaining occupancy, by providing corporate leases. A corporate lease contract is signed by an officer of a company for an apartment to be used by the employees of that company.

Procedure:

• A corporate application fee is charged when a corporate application is processed.
• Yardi Business Intelligence screening is performed. Assets covering at least 3 times the rent (including all units leased by the corporation).
• If the same company requests additional apartments at the same property within two years, an application fee or application screening is not necessary.
• The representative must be an officer of the company to be eligible to sign the lease. The representative should be screened via Yardi for credit/criminal.
• 3 references should be collected for each new corporate application if they have never leased with Perennial.
• Occupant stays may not be shorter than 30 days in duration unless otherwise specified and approved by MD.
• Security Deposits must equal 1 month rent unless otherwise approved by Regional or MD.
• Stipulate in the lease that all occupants of corporate leased apartments must have criminal background checks processed through Yardi Screening at the normal processing fee.
• All lease paperwork and addenda must be executed.
• The lease must be in the company or corporation name. Residents residing in the apartment must be listed as occupants.
• Blanket leases are not allowed. Each apartment must have individual lease contracts.
• The contact person on the application is the person with the corporation or company to be contacted if the rent is not paid.

2460 – Canceled and Denied Applications

Policy: Canceled and denied applications are handled in a professional and efficient manner.

Procedure:

Canceled Applicants:

• If the prospect cancels before 48 hours (after submitting an application), return the administrative fee.
• If the prospect cancels more than 48 hours after the application is submitted, the administrative fee is retained by the property for administrative costs.

Denied Applicants:

• If the prospect is denied, refund the administrative fee. Application fees are non-refundable. Email or mail the application denial letter included on applicant’s screening page.

Electronically scan all canceled and denied paperwork into Yardi.

Process refunds within three days of cancellation or denial.

2470 – 30-Day Guarantee on New Leases

Policy: Perennial offers a 30-day guarantee on all new leases to provide exceptional customer service to our new residents.

Procedure:

• Applicant is screened and approved through our normal process.
• If the new resident does not love their home within the first 30 days of the lease start date, we will allow them to transfer to another apartment home within the community OR terminate their lease agreement. *
• Requirements for lease termination are:
  • Give us 30 days written notice;
  • Move out of the apartment home within 60 days of their move-in date;
  • Pay rent for the days the apartment was occupied;
  • The resident’s Security Deposit will be returned, less any fees or damage charges.
• *Other restrictions may apply based on lease terms, upfront concessions, and unit transfer availability.

 

2480 – Resident’s Selection of Personal Representative Due to Incapacity, Death or Abandonment Addendum

Policy: It is vitally important to our operations that we have this Addendum completed for every Resident. This addendum allows us the opportunity to regain possession of a unit in a timely manner in the event a resident becomes incapable of continuing their lease because of death, incapacitation, or abandonment of the unit for any reason (ex. resident is arrested), without having to wait for the probate court to determine the rightful representative. Any team member performing a Lease Generation is required to input ALL leaseholders’ Personal Representatives during the Lease Generation process. This addendum is set to “Always” print when you generate a lease within Entrata.

Procedure: The Leasing Team will need to collect this information from the future resident(s) AND renewals before generating the lease. Applicants are required to input an Emergency Contact into their Rental Application – however, this may NOT be whom they want to be their representative in case of death, incapacitation, or abandonment. You will need to call or email your Future Resident(s) once the application is approved and get this information from them directly. If you are not ready to generate the lease yet, but have the information, you should save it as a Note in the Resident profile so that anyone generating the Lease will have access to it.

Here is a video showing you where this information needs to be added within Lease Generation:

https://www.loom.com/share/b129e7bc45b54ad4b008b71fc7adb857

You will manually ENTER the information in the sub-tab “Personal Representative”, confirm all other tabs have the correct information, and then Generate the Lease:

Once the Lease is finalized and you are ready to move the resident in, you will complete an additional checklist item for the Addendum. This step has been added to the Move-In Checklist within Entrata for all properties:

If the addendum was NOT completed during Lease generation, you have one other option to complete it at move-in:

The Addendum must be PRINTED from the Lease Document, completed, and signed by the Resident(s) and then UPLOADED to the Documents tab on the Resident profile. It should be labeled as “[Resident(s) Name(s)] Personal Representative for Lease Dated _____” when you save it to the profile.

Once you have confirmed the addendum is complete through either method, you may then “Mark Complete” this step on the Move-In checklist.

There are NO EXCEPTIONS to this policy, and you will not be able to override this step on the Move-In Checklist. We will be checking for this completed addendum during the Lease File Audits for Regional Director’s Quarterly Inspections. We will be checking for this addenda on Commission Logs (renewals and new leases) before commissions are approved to pay out.

 

2500 – Move-In Process

Policy:  The Community Director is responsible to delegate all aspects of the move in process to the leasing team and hold the team member(s) accountable.

Procedure:

• The Leasing Consultant should ensure all dates are accurate with the CM prior to generating the lease.
• The Leasing Consultant generates the lease agreement through RentCafe five business days after the manager’s approval.
• The Applicant logs into RentCafe and signs the lease agreement.
• The applicant uploads a copy of their insurance declaration page upon lease signing.
• The Leasing Consultant must walk the apartment a minimum of 72 hours prior to move in for any last minute repairs.
• The Community Director must countersign the lease agreement through RentCafe.
• The team should send a follow up note 5 days after the resident has moved in.

2510 – RentCafe Lease Generating

Policy: The Community Director is responsible to ensure that all leases are properly being generated through RentCafe.

Procedure:

• Once the applicant has submitted the application via RentCafe, the information is generated into Yardi.
• Prior to generating the lease agreement, ensure the move in dates, rental rate and names are accurate.
• Login to rentcafe.com under site manager.

• Select the “Leasing” tab at the top of the screen.

• Conduct a search for the applicant as shown below:

 

• Hit “search” and enter the name of the applicant in the search bar to the right.

• Click on the applicant’s name from the list.

• Select “manage Blue Moon lease”.

• Enter all the information required in the fields under each category shown on the left.

o    Animal addendum

o    Lease Terms

o    Other

o    Other Charges

• Once all of the pertinent information has been filled out, hit the “Save and Continue” button. Then on bottom right hand side, click “Review and Select Forms”

• Under the “Review and Select Forms’ page, the addendums should automatically be pre-selected for you. Scroll to the bottom right-hand corner and click “Generate and Finalize Lease”.

 

• You must first select “Preview Lease” prior to generating the lease and review for any errors.

• Once the Lease Agreement has been reviewed for accuracy, click the “Generate and Finalize Lease”.

• If for any reason something changes and the lease needs to be regenerated, go back to the “Manage Blue Moon Lease”.

• Click “Regenerate Lease” and follow the steps taken above.

• Once the future resident has signed the lease agreement, the Community Director must countersign the lease.
• Within the “Leasing” option in RentCafe, click the “Need Countersignature” option.

• Find the applicant whose lease must be countersigned and click on the pencil under the “Actions” menu.

• Click the little page with an orange box on the left hand side of the screen.

• Click on “Sign”, “Initial” and “Sign Date” to the right of the Community Director’s name.

2520 – Move-In Inspection and Funds

Policy: Before a move in occurs and keys are given, collect all move in fees and pro-rated rent in the form of certified funds. Monies accepted include bank cashier’s checks, money orders, and credit cards. No personal or business checks, debit cards, or electronic ACH payments will be accepted.

• If the resident’s move in date occurs after the 20th of the current month, collect the following month’s rent with the current pro-rated rent.
• If an applicant applies and moves in within 7 days of application, collect the application fee and reservation fee in the form of certified funds or credit card.
• Security deposits required as a condition of application approval must be in the form of bank cashier’s check or money order only. NO credit cards.
• Security deposits required for move in must be collected in full at time of move in. Partial payments must be prior approved by the Area Manager.
• Resident move in information sheets (AKA welcome letters) must outline the current standardized collection requirements at Perennial.
• Each apartment must be inspected prior to move in day for Perennial standards and to ensure all apartment and mailbox keys are working.
• All lease paperwork must be approved and executed by the Community Director prior to move in day.
• Verify the application has been approved by Entrata Screening.
• Give the resident the Move-In Packet with all pertinent information. The packet should be prepared in advance.
• Collect all deposits in full.
• Collect the full month’s rent or the pro-rated rent to the first of the next month.
• Keys are not to be released until all monies are received and the contract and addenda are signed by all parties.
• Give resident a personal orientation of their apartment home and have the resident sign a move in inspection form.

2521 – Task Breakdown

Policy: The Community Director is responsible to delegate tasks among the onsite team to ensure all move-ins run efficiently.

Procedure:

• The Service Manager or the Assistant Community Director is required to conduct a move out inspection and assess charges.
• The Service Manager is required to schedule a turn for the newly-vacated apartment.
• The agent who rented the apartment is responsible to walk the vacant apartment at minimum 72 hours prior to move in and write up any pertinent work orders.
• The agent who rented the apartment is responsible to generate a lease agreement prior to move in day and ensure that it has been signed.
• The agent who rented the apartment is responsible to ensure all money is paid in certified funds at move in and the resident provided the onsite team with a declaration’s page for the renter’s insurance policy.
• Only when the above steps have been completed can keys be given out.
• The agent who rented the apartment is responsible to walk the apartment with the resident on move in day and complete a move in inspection. Furthermore, the move in inspection MUST be scanned into Yardi documents at the time of move in.
• The Community Director is responsible for auditing the move in file and countersigning the lease agreement.
• The commission on the move in file will be paid the following month as long as all the above steps have been completed.

2530 – Renter’s Insurance

Policy: Renter’s or liability insurance is required for all residents living at a Perennial Properties community.

Procedure:

All residents are required to have liability or renter’s insurance with a minimum liability limit of $100,000.

This requirement also applies to all Perennial Properties employees living on site.

All leaseholders must be insured. Coverage must be for the current apartment.

• Leaseholders may be insured under one policy provided proof of coverage is noted on the certificate of insurance.
• Leaseholders may be insured under separate, individual policies.
• Coverage must be effective on or before the lease start or renewal date.
• Declaration Page must be logged in the preferred partner (E-Premium) insurance verification website.
• Declaration Page must be maintained in the resident’s attachments in Yardi and in IRIS.
• Enter resident renter’s insurance proof of coverage in IRIS at move in and at renewal.
• Property must be listed on Declaration Page as an Interested Party on 3rd party policies.
• The property default settings in Blue Moon must be set to reflect the mandatory liability/renter’s insurance.
• Proof of coverage must be maintained in the resident’s electronic file in Yardi in attachments or uploaded as a document in RentCafe by the resident at the time of lease signing.

2550 – Locks and Keys

Policy: It is a Perennial Properties policy that all locks are changed prior to a new move in.

Procedure:

• Upon move out, the Service Manager is responsible to ensure his/her team has changed the locks from the former tenant’s keys to the vendor key.
• During the turn process all apartments must be keyed to the vendor lock.
• During the punch process, the Service Manager is responsible to ensure that his/her team has changed the locks and cut keys for a move in packet.
• The agent who rented the apartment is responsible to test the keys and ensure they are working properly prior to move in.
• Keys will be given out only after the new resident has paid all move in monies in certified funds and provided the team with an insurance declaration page.

2560 – Security Deposit Ordinance (within Atlanta city limits)

• • Atlanta’s new ordinance as of 10/5/2020 (which can be found Here) outlines that upon a renter’s request, landlords with more than 10 rental units who require a security deposit over 60% percent of the monthly rent must accept one of the two following options instead of a deposit:
    • Rental security insurance, or
    • Payment of the deposit in at least 3 monthly installments
  • In addition, the ordinance provides that
    • Prior to entering a rental agreement, a landlord will provide the resident written notice of the available alternatives.
    • This does not apply to a “unit hold deposit” that is placed over 60 days before rental period begins.
    • This does not limit a landlord’s ability to require standard credit, income or other qualification checks.

 

2600 – Resident Retention

2610 – Renewal Process

Standard:

It is the objective of Perennial Properties to maintain and improve occupancy levels and ensure that all team members are dedicated to resident retention.

Renewal Procedure:

• The lease renewal lease rates must be prior approved by the Managing Director before sending to residents.
• Lease renewal terms are based upon the available lease expirations on the current month lease expiration spreadsheet.
• Renewal letters must be delivered to all parties on the lease (including guarantors) 75 days prior to lease expiration.
• Review resident’s pay record for excessive delinquencies or NSF checks before sending renewal.

o   If the renewing resident is on a restricted-payment (certified funds only) they may be released from this stipulation if they have a good pay history for the entire previous lease term.

• If the renewing resident used Liberty Rent Guarantee to secure their first lease term, they may be renewed without the guarantee for the new term if they have good pay history for the entire previous lease term. If they have a poor history, they should be referred to Liberty Rent again to have their renewal lease guaranteed.

• Prepare the electronic lease renewal and send to resident for electronic signature.
• After the Community Director executes the renewal lease, a copy is given to the resident.
• The original is uploaded into Yardi attachments.
• Renewal concessions are determined in writing by the Managing Director. The date of the approved renewal concession must be noted on the lease in Special Provisions or the concession addendum.

Example of the lease expiration spreadsheet and renewal letter are in Forms Documentation.

 2611 – Anniversary Notification

 Policy: It is the objective of Perennial Properties to maintain and improve occupancy levels and ensure that all Perennial Properties’ team members are dedicated to resident retention.

Procedure:

• The resident can voluntarily request a lease renewal at lease expiration or can be invited by renewal letter offer.
• Renewal rates must approved by the Managing Director before sending a renewal offer.
• Rates may not be changed after MD approval without consulting the MD in writing.
• Renewal offers should be sent 75 days prior to the lease expiration.
• The resident’s pay record must be examined for excessive delinquencies or NSF checks.

o   If the renewing resident is on a restricted-payment (certified funds only) they may be released from this stipulation if they have a good pay history for the entire previous lease term.

• Prepare the Lease Renewal. All renewal leases must end on a Monday following the lease end date. The renewal lease must be signed by all parties before renewing lease in Yardi.
• After the Community Director reviews the renewal lease, an employee and the resident(s) signs and dates the renewal. A copy is sent to the resident. The original is uploaded to Yardi attachments.
• Renewal concessions are determined in writing by the Managing Director.

2612 – Resident Transfers

Policy: Residents may opt to transfer onsite to a different apartment or may transfer to a different Perennial Properties community.

Procedure:

• Residents must request any transfer-on-site in writing.
• If the resident requests a transfer to a unit with higher base rent than their current unit, the resident must be re-screened at the higher rate.
• Prior to the Community Director approving the transfer-on-site, the resident’s current apartment must be walked and inspected for any damages.
  • The resident will not qualify to transfer-on-site if major damages are discovered.
  • If no damages are discovered, the Community Director may approve the transfer.
• The Assistant Community Director is required to prepare a transfer-on-site agreement informing the resident of all costs associated with the transfer, prorated rental rates for each apartment, security deposit amounts, final utilities and any charges for minor damages.
• The following charges will apply to transfer-on-site:
  • Transfers prior to 30 days of the lease end date must pay a $500 transfer fee.
  • Any transfers within 30 days of the lease end date may transfer with no penalty/fee.
• Residents may opt to transfer to a different Perennial Properties community during their lease term. The following charges will apply to transfers between properties.
  • Transfers prior to 30 days of the lease end date must pay a $500 transfer fee.
  • Any transfers within 30 days of the lease end date may transfer with no penalty/fee.
  • The resident must provide a minimum of 30 days’ notice to the current community to allow time for the apartment to be rented.
  • The administrative fee is waived when a resident transfers to a different Perennial community.
  • The resident will not be screened if the transfer occurs within 6 months of the original move in date. The $75 application fee will be waived.
  • The resident must reapply to the new community if the transfer occurs 6 months or more after their original move in date. At this time, a $75 application fee must be paid.
    • Updated paystubs should be provided.
    • Online application must be completed.
    • Credit/criminal screening must be completed.
  • The prorated amount at the current community must be paid as regular rent on the 1^st of the month.
  • All move in costs such as prorated rent, remote, keys, parking and deposits must be paid at the time of move in to the new community.

2613 – Non-Renewals

Policy: Perennial may choose to non-renew a resident(s) for cause at the end of the lease term.

Procedure:

• All resident communications should have been saved in the Yardi resident file prior to determining non-renewal.
• All non-renewal notice letters must be approved by your Regional Director before being sent to the resident.
• Regional Directors will review the letter, along with reasons for non-renewal and all documentation in Yardi regarding the resident, and present the information to the Managing Director for final approval.
• Non-renewal notices must be sent to the resident(s) 90 days prior to the lease end date.
• Non-renewal notices should be sent to the resident(s) via electronic communication and USPS mail with delivery receipt.

 

2630 – Resident Functions

Policy: To show appreciation to our residents, resident functions are held regularly throughout the year.

Procedure:

• Resident functions should be held regularly, according to budget guidelines.
• Although team members are encouraged to attend resident functions and enjoy themselves, the drinking of alcohol by Perennial Properties employees at resident functions is discouraged, even if the team member is there as a resident.
• In addition to social functions for residents, it is highly recommended that periodic crime prevention seminars be held. Local law enforcement officers and neighboring communities should be invited to attend.
• Any contractor, DJ, or caterer used for a resident party must have the proper insurance.
• Determine the date and nature of the event based on trending topics, time of year, and resident demographics.
• Post resident function details with images on all social media platforms before, during, and after the event.
• Notify the residents via email, text, and post flyers throughout the community about the upcoming event. Include the hours of the event, the theme of the event, and whether guests are invited.
• Plan the refreshments, entertainment, and any other activities or favors.

2640 – Resident Gifts & Incentives

Policy: When residents are given gift certificates or any other type of incentives, it is important to properly document the items given.  This will reduce improper use of these types of items as well as provide an audit trail.

When gift cards, gift certificates, event tickets, or gifts of any kind (other than rent discounts) are given away for raffles, move-in gifts or other resident incentives, the Gift Card/Incentive Log or Gift Card/Incentive Acknowledgment Form must be used to document the card/certificate purchase and the distribution of the incentives.

The Gift Card/Incentive Log and Gift Card/Incentive Acknowledgment Form are not to be used in the case of raffles or contests for which the prize is a rent discount. In those cases, the Community Director should use the Service Guarantee Concession Form. It must be signed by the Community Director and the resident and placed in the lease file. The Regional Director can also sign a concession acknowledgment, after which the document should be scanned into the resident’s file in Yardi attachments.

Procedure:

A copy of the receipt must be attached to the log and a description and serial numbers (if applicable) of each item noted on the log/form. When the certificate or card is issued, the log/form must be signed by the Community Director and recipient, showing they have received the item.

Once all incentives on the log/form have been issued, the log/form should be attached to the invoice or petty cash reimbursement corresponding to the purchase.

Examples of the Gift Card Tracker LOG, GIFT CARD ACKNOWLEDGEMENT AND RELEASE and Services Guarantee Tracker LOG Forms are in Forms Documentation.

2650 – Handling Resident Complaints

Policy: It is critical that we treat residents with respect at each and every encounter.

Procedure:

• The Community Director must be notified of all resident complaints and any resulting action.
• If you perceive a complaint to be a discrimination issue (even if you are unsure), immediately inform the Managing Director and document the complaint in writing.
• If the resident is unsatisfied and continues to pursue the situation, inform the MD immediately of the existing complaint.
• Under no circumstances are employees required to tolerate abusive or threatening language or acts. Refer these situations to the Managing Director.
• Document all resident conversations in the memo tab in the resident screen in Yardi.
• The Community Director must respond to all resident complaints within 24 hours.

Task Breakdown:

• Always treat the resident with courtesy and respect. Use your customer service skills by empathizing with their feelings and situation.
• If you are with a guest when the resident calls, ask the resident if you can return the call when you are able to give them your complete attention, then return the call as soon as possible.
• If the resident comes to the office in person, escort the resident to a private office, if possible, and away from other residents or prospective guests.
• Take notes regarding the situation. Notes should be documented and include details such as: names, times, dates, and include exact words spoken if possible.
• If a complaint is directed toward a resident, the resident in question should be contacted by letter informing them of the complaint.
• Residents should be reminded that harassment or threatening acts towards others within the community is a violation of community policies and therefore a breach of lease and will not be tolerated.
• Upon instruction from the MD, proper notification may be used as a blanket statement to all residents explaining Perennial has zero tolerance for discriminatory or harassing acts, and further informing them it is a breach of lease.
• Occasionally, there will be times when a complaint or problem is not resolved in a timely manner due to unusual circumstances. In these instances, residents will sometimes request compensation, rent discount, or concession. While this practice is discouraged, sometimes a one-time discount may be granted to maintain good will and resident relations.
• The Community Director is authorized to give a one-time concession up to $250 per apartment per 12-month period without MD approval if attempts to satisfy the resident’s complaint (such as a service request not handled timely) cannot be solved another way. These discretionary concessions do not apply to move-in discounts, renewal discounts, or waiving late or NSF fees. The Discretionary Concession Form must be used to document the circumstances. Both the Community Director and resident must sign the form.
• Scan the form into attachments in the resident screen in Yardi.
• If the resident threatens to take legal action, advise the Directory of Property Management immediately.

An Example of the Discretionary Concession Form is in Forms Documentation.

2660 – Rentable Items

Policy: Rentable items are tracked in Yardi. Various properties have items owned by the property which are leased to residents aside from apartment units. This includes items such as storage units, washers and dryers.

Procedure:

• Washers and dryers should be tracked in the Maintenance/Asset section of Yardi.
  • You can find and manage assets in Roles > Maintenance in Yardi by utilizing Review Assets and Add Assets from left-side menu.
  • Yardi will automatically create an Asset Code for you.  ‘Name’ can always be Washer, Dryer or Washer/dryer if it is a all-in-one or fixed stack unit.  Also, please describe in the ‘Notes’ box when a machine is moved from one unit to another after you change it under ‘Unit’ to the new apartment.  Please complete all of the fields I’ve highlighted for each washer and dryer.
  • You can also go to Reports > Asset Directory for a report on everything.
  • Your service team can obtain the make, model and serial number during their next preventative maintenance visit.

 

• Washer and dryer are linked to the specific unit not to a resident.
• Charge residents within Lease Charges.
• Machines in Yardi should be checked against what is in the unit during fire inspections and at move in and move out.
• Storage units and bike cages are tracked in Rentable Items. Storage units and bike cages can be assigned and unassigned throughout the year.
• In the event that a rate lower than that of the rentable item is given to the resident, a recurring credit must be set up accordingly.
• Through Setup, Rentable Items and Review Rentable Items in Yardi, you can review what is currently rented and what is available to be rented.
• Upon move out, a rentable item is automatically placed back into the available items to lease.

During the leasing workflow process, you will be prompted to the Rental Options menu. If a resident will be leasing a storage room, that particular item will need to be reserved accordingly. This also will automatically generate the recurring lease charge in addition to the rent charge each month on the resident’s screen and ledger. Rentable items also can be managed via the Manage Rentable Items link on the resident’s screen.

In the event that Corporate increases the rates of rentable items, only new leases for which rentable items have yet to be attached will receive this increase. Current charges will not be impacted. After the renewal of a lease with a rentable item in use, you must go into Manage Rentable Items, release the item from a particular unit’s possession and reassign the item in order to update the charge on the item. When doing this, do not place an end date on the date for which the lease of the item is to expire. The charge should carry forward just as the rent charge until the next renewal, transfer or lease termination. In the event that a resident transfers to a new apartment unit, all rentable items will also transfer with the resident. If the resident is no longer leasing these items you may release the item from the resident’s possession through Manage Rentable Items.

2670 – Guest Suites

Policy: For the convenience of our residents, we have a guest suite for their out-of-town guests to use.

Procedure:

• A community, as approved by the MD, will provide a guest suite (fully furnished apartment, including utilities) for nightly rental.
• This apartment will only be rented to the guests of our residents. Any other use or rental need requires MD approval.
• Resident must reserve the use of the guest suite in writing.
• All monies and deposits must be paid in order to confirm the reservation.
• The resident must sign the Guest Suite Addendum prior to occupying the guest suite. The signed addendum is filed in the resident’s file.
• All rentals must be logged in the Amenity Reservation Log saved on the K:drive in a folder named Property Tracking Logs.
• Guest suites are cleaned the morning after they are vacated.

Examples of the Guest Suite Addendum and the Amenity Reservation Log are in Forms Documentation.

2680 – Clubhouse Rental

Policy: For the convenience of our residents, the communities offering a clubroom amenity space may rent out the space.

Procedure:

• Resident must reserve the use of the clubroom space in writing.
• All monies and deposits must be paid in order to confirm the reservation.
  • Suggested rental rate of $500-$1000 non-refundable.
  • Suggested refundable deposit amount $500.
  • Suggested rental timeframe 4-6 hours.
• All clubroom rentals require security presence. The resident is responsible for hiring security presence.
• Parking accommodations will be left up to the Community Director to determined based on the asset.
• The resident must sign the Clubroom Rental Addendum prior to renting the space. The signed addendum is filed in the resident’s file.
• All rentals must be logged in the Amenity Reservation Log saved on the K:drive in a folder named Property Tracking Logs.
• The resident is responsible to clean the clubroom area and take out the trash. If the space is not cleaned and trash bags are present, the resident will lose their deposit.

2690 – Service Requests

Policy: All service requests are to be handled in a timely, professional manner. Service requests are to be addressed within 24 hours except emergency requests, which should be responded to immediately. Follow up a service request within 24 hours of completion.

Good communication is the key to ensuring resident satisfaction. Procedures for service requests must be explained to the customer when they move-in and should include the following:

Service requests can be reported in four ways:

• Website
• Email
• Phone
• In person

When a team member receives the request for service they should determine if it is a routine request or an emergency. The team member must collect detailed information and complete a service request.  An emergency is described as inoperable locks on the windows and doors, malfunctioning smoke detectors, leaks, no HVAC. The Service Manager should be notified immediately of this type of request. Never delay an emergency service request. This could have liability implications for the team members, community and Perennial Properties.

Service Request Information:

• Customer’s name
• Customer’s apartment number
• Do they have a pet or an alarm?
• Customer’s phone number
• Customer’s e-mail address
• Detailed description of the service request; i.e. location examples: bathroom A, toilet running or bathroom B, ceiling fan making noise.

Good communication between customers and all team members is extremely important in handling service requests to the customer’s level of satisfaction.

When handling a work order remember and practice the following:

• All customers should be treated with courtesy.
• Never over promise and under deliver.
• If you are unable to comply with a promise or schedule, it is imperative that you communicate with the customer and explain the reason.
• Always thank the customer.

The team member that received the service request must immediately input the request into Yardi.

Follow these steps to submit a service request:

• Input of and route of:                     Service Request
• From the home page go to:           Work Order, Add WO
• Fill in the following fields:            Unit, Brief Description, Problem Description, and Access/Entry Note; include name, phone number or email
• Enter a general maintenance category like plumbing in the Brief Description Field.
• Enter the nature of the problem with much detail in the Problem Description Field.
• Click Save and Print, then print two copies of the service request.
• Place both copies in the service request wall bin. One copy is left in the unit when the work order is complete. This is when the order is signed off on and returned to the leasing office.
• Gather information needed to complete the service request in Yardi.

The maintenance team must return the service request when completed with the following information:

• How the problem was resolved
• Materials used to resolve the problem
• Time the team member(s) started work
• Document if the request results in a resident charge
• Time the team member(s) completed the work
• Date the work was completed

Complete the service request in Yardi by the end of each business day.

A designated team member must call the customer to make sure the requests have been completed to the resident’s satisfaction within 24 hours of the service request.

Give the resident the opportunity to comment on the timeliness and quality of the maintenance service.

This step will give the Community Director and Service Manager feedback on how the maintenance team is performing as well as how they are being perceived.

If the service request is noted “resident charge”, a copy of the service request must be made and given to the Assistant Community Director for collection.

All routine service requests, if possible, should be completed within 24 hours of receiving the request. If a service request is unable to be completed within 24 hours, a team member should make contact with the resident and explain why and when it will be completed.

2691 – Service Request Standards

• When responding to a service request, take along any supplies or materials that the job may require, thus avoiding time lost in making additional trips for these items.
• Always put safety first. Before starting a job, review SDS, wear appropriate Personal Protective Equipment, take precautions and use good judgment in order to ensure your safety and the safety of others at all times.
• “Horseplay” is not tolerated under any circumstances.
• Treat tools with proper care and respect. When not being used, tools should be returned to their designated place so that others may use them. Tools and equipment should never leave the property for personal use.
• Be energy conscious at all times. Avoid any unnecessary waste of time, materials and energy.
• Employees are not permitted to enter an apartment when the only person present in the home is under the age of 18. Residents cannot grant permission to enter an apartment when the only person present is under the age of 18.
• The Service Manager will assign all service work to be done in apartments. Team members who have been assigned to complete a service request should carry a copy of their Service Request form when working in an apartment as verification of their authority to do the work.
• If an emergency arises while work is being done in an apartment, the Service Manager or the Community Director should be contacted immediately.
• If stopped in the hall or on the grounds by a resident requesting routine service that is not an emergency, politely instruct the resident to contact the office first. Explain the importance of having all requested work in writing.
• While working in an apartment, if a problem is observed that cannot be taken care of immediately, fill out a form and turn it in to the office so that the repair can be scheduled.
• When you see other small jobs which need to be done inside the apartment where you are working (such as leaking faucet) go ahead and do the task if time permits and add it to the Service Order Request.
• Give residents 48 hours advance notice in writing of any scheduled maintenance that was not specifically requested by them.
• Knock several times before entering an apartment. If the resident is home, identify yourself by name, state why you are there, and ask permission to enter the area where you must work.
• Whether the resident is home or not, hang a ‘Maintenance in Progress’ magnet on the exterior of the apartment door while you are working inside.
• Make sure that shoes are free of grease, oil and dirt before entering an apartment. Wearing shoe booties is highly recommended when working in occupied apartments.
• Take the time to thoroughly inspect a repair situation. Proper diagnosis and repair will reduce lost time due to “call backs” and prevent resident frustration.
• When performing a lengthy repair, keep the resident informed of your plan of action and progress.
• Respect all property of the resident. Use a drop cloth to protect carpet and furnishings from mess and damage. Use a ladder to work on lights or gain ceiling access (never stand on furniture). Remove all debris when finished and clean up any mess you have created. This also applies to outside contractors that are working in resident apartments.
• Never smoke or chew tobacco, turn on radio, stereo or television, or help yourself to food or drink while performing repairs in an apartment.
• Never use a resident’s bathroom.
• Be mindful of conversations if talking on the phone while in a resident’s apartment.
• Notify the Community Director if you discover an unauthorized pet, excessive damage, or illegal activity in the apartment in which you are working.
• Always be certain the resident’s door is locked when you leave.
• Always wear a clean uniform and your company ID badge when you are on duty. Shirts should be neat and clean.
• Review emergency plans often so you are always prepared for the unexpected.
• When work is completed, leave a copy of the service request noting the work that was done along with a sheet from the personalized maintenance pad in plain view in the common area of the apartment.

2700 – Notices: Move-Out

2710 – Notices

2711 – Month-to-Month

Policy: We want our residents to feel we have made every effort to assist them with the decision to stay at the community. The resident may enter into a month-to-month lease agreement for a maximum of 3 months.

 Procedure:

• Any resident may continue on month-to-month status after the lease agreement has been fulfilled. A request to continue on month-to-month must be submitted in writing.
• If a resident has not yet renewed within the 60 days of their lease end date, the lease agreement automatically rolls over to a month-to-month lease.
• Assistant Community Director must provide the resident with a 30 days’ notice of month-to-month rates increases and premiums.
• If the resident provides the leasing office with a 60 days’ notice to vacate after the deadline of 60 days prior to the lease end date, the Assistant Community Director will charge applicable month-to-month fees and prorates.
• With the approval of the Community Director, month-to-month premiums may be waived under certain circumstances.
• A resident may only continue on month-to-month status for a total of 3 months. At the end of the 3 months the resident must sign a MINIMUM of a 3 month lease. They may continue on month-to-month again after the lease term has been completed.

2720 – Apartment Transfers

Policy: A Transfer On Site Agreement is required whenever a resident moves from one apartment to another within the apartment community or transfers to another company property during a lease term.

Procedure:

• A resident may only transfer if he or she has complied with the lease terms in his or her lease.
• The Transfer On Site Agreement should be prepared at the time the resident chooses his or her new apartment.
• The resident pays the transfer fee and new security deposit to reserve the new apartment.
• Prior approval from RM is required if resident has been on eviction once in 12 months.
• The Community Director must walk the current apartment to evaluate its condition and assess damages before authorizing the transfer.
• TRANSFERS AT THE END OF A LEASE: A resident may transfer after his or her current lease term has expired if the resident pays a new security deposit for the new apartment. The original security deposit will be processed as if the resident has moved out and will be refunded provided there are no cleaning and damage charges. The resident is not charged a transfer fee if moving into a different apartment at the end of a lease term and does not have to complete the Transfer on Site Agreement.
• TRANSFERS DURING A LEASE TERM: A resident may transfer before his or her current lease term has expired if the resident agrees to pay the new security deposit and non-refundable transfer fee determined by the property. The resident’s original security deposit will be processed as if he or she moved out.
• Transfers to sister properties require a 60 day notice and $500 transfer fee to the resident’s current property.

Example of Transfer On Site Agreement is in Forms Documentation.

2730 – Move Outs

2731 – Move-Out – Lease Fulfilled

Policy: We can increase the profitability of the community by following proper procedures when a resident fulfills the lease and vacates the apartment.

Procedure:

• A move-out inspection should be scheduled with the resident in advance of their move-out day.
• The inspection should only happen after residents have completely moved out. This inspection should only be done by an associate with a full understanding of move out charges and the move out process.
• All damages should be noted on the move-out inspection form and signed by the resident.
• Document damages with pictures and scan to resident’s electronic file under attachments.
• If standard charges do not apply, then enter TBD (to be determined) on the inspection until a professional estimate can be provided.
• All keys, remotes, etc. should be collected from the resident and notated on the move-out inspection form, along with their forwarding address.

Remember that the last impression is as important as the resident’s first impression. Be sure to make this process as seamless as possible and thank them for their residency.

2732 – Move Outs – Lease Not Fulfilled

Policy: When a resident moves out prior to the lease expiration date, various charges are assessed. These charges are intended to assist in recouping lost income, actual and liquidated damages that would otherwise negatively affect the profitability of the community.

• If the resident vacates prior to the lease expiration date, the lease is not considered to be fulfilled, unless prior to expiration and move out all applicable termination fees, damages, and concessions received have been settled.
• Assess all fees per the lease contract and state/local laws. For example, if allowed per the lease and state/local laws, accelerated rent is charged when applicable.

Procedure:

2733 – Early Termination

If the resident chooses to move out without fulfilling the lease and pays an early termination fee before move out, the resident will be responsible for the following charges:  all unpaid sums – late charges, NSF charges, utility charges, etc., owed upon move out, any concessions received, payment through required notice, forfeit deposit, and move out damages.

Early termination fee is specified in the lease. If the early termination fee is not paid by move out, loss to vacancy (accelerated rent) should be charged to the end of the lease term or until a new resident moves in.

2734 – Skips

If the resident chooses to move out without fulfilling the lease and does not pay an early termination fee, the resident will be responsible for the following charges:

• All unpaid sums – late charges, NSF charges, utility charges, etc., owed upon move out
• Any concessions received
• Payment through the required notice
• Forfeit deposit
• Physical damages assessed
• Loss to vacancy – accelerated rent. Rent on the apartment until the lease expires (after the required notice) or until the apartment is leased, whichever comes first. NOTE: If the Early Termination Addendum is used and paid before the resident moves out, then the Early Termination Fee will be assessed in place of the loss to vacancy (accelerated rent). If the early termination fee is not paid by move out, loss to vacancy (accelerated rent) should be charged to the end of the lease term or until a new resident moves in.

2735 – Evictions

Eviction proceedings must be initiated against any resident owing a balance on or before the 10th of the current month. Residents must be notified in writing of the intent to evict. Do not accept partial payments from someone you plan to evict. If the resident is evicted (non-payment, lease violation, holdover, etc.), the resident will be responsible for the following charges:

• All unpaid sums – late charges, NSF charges, utility charges, etc., owed upon move out
• Any concessions received
• Eviction fees – court costs, legal fees, etc. Documentation of these charges must be maintained in the resident’s ledger.
• Physical damages assessed
• Loss to vacancy – accelerated rent. Rent on the apartment until the lease expires (after the required notice) or until the apartment is leased, whichever comes first.
• Collection accounts move-out paperwork must be submitted to an outside collection agency within 30 days of the move out date.
• Evictions and skips should be processed immediately and forwarded to an outside collection agency.
• If a summary judgment was awarded during the dispossessory proceedings, send to collections only the full judgment amount.

Once an eviction filing has been initiated, the resident must be placed under eviction status in Yardi and Rent Cafe must be updated per below:

• All residents, regardless of whether they have or have not provided us with a completed CDC Declaration form*, should be placed under eviction status in Yardi. See the video at the end of this book How to Change Status to Eviction in Yardi for step-by-step instructions.
  • The resident’s move-out date in Yardi should be set for 120 days from the eviction filing date and the reason for move out noted as “eviction”. Please note: if the set-out does not occur within the 120 days, you will need to push out the date in Yardi for at least another 30 days.
  • In addition, the resident’s payment status should be set to “do not accept” in Yardi. From the Resident Page > Late Fees and Accounts > (click edit) > Payment Type  > Do Not Accept > (click Save). Doing this will ensure that NO electronic or partial payments are accepted after the eviction notice and filing have been completed, which would negate your eviction filing status.
  • The resident’s unit must be place on “Do Not Publish” in Rent Cafe. Rent Cafe > Property> Content & Settings > Floor Plans > Edit Action > Apartments sub menu > find the unit > >click the check box for “do not publish” > click save
  • Once the set-out has occurred for the unit, return to Rent Cafe and uncheck the “do not publish” button for that particular unit. Confirm correct current pricing for the unit, enter it, and click save.

 

See Liberty Rent Guarantee – re: residents not subject to lease termination terms.

2736 – Move Outs – Roommate Skip

Policy: It is important to use fair and consistent procedures when a roommate skips. Following the appropriate steps will reduce loss of income and make the process easier for all parties involved.

All roommates will remain jointly and severally liable for the remainder of the lease term in the event of a roommate skip.

    Procedure:

• The Roommate Release Form is signed by both parties on the lease.
• The Area Manager may give written approval for a concession for the remaining roommate(s) to help alleviate some financial strain.
• The Area Manager can approve only one roommate concession per apartment during any calendar year.
• If either roommate refuses to sign the Roommate Release Form, the terms of the lease will remain intact.

An Example of the Roommate Release Form is in Forms Documentation.

2737 – Move Outs – Death of a Resident

Policy: Extreme care and sensitivity should be taken when dealing with the death of a resident.

Procedure:

• In the event of a resident’s death, the Community Director requests a copy of the death certificate or obtains a copy of the newspaper obituary and places it in the move-out file for documentation.
• If proper documentation is obtained, do not assess any lease break fees (insufficient notice, early termination, accelerated rent, concession payback, etc.) to the resident’s account.
• If proper documentation is not obtained, written MD approval is required to waive any fees associated with the resident’s account. MD written approval must be placed in the move-out file in lieu of the documentation.

2740 – Move-out Inspection / Abandoned Property

Policy:  Any personal property that is left in the apartment unit, which includes abandonment, skip, or items left at move-out, must be inventoried and stored in accordance with state law or for a minimum of thirty (30) days.

Procedure:

• A written notice must be given to the previous resident stating that items had been left. This can be done on the Deposit Accounting statement.
• The items must be kept in a secure area for thirty (30) days or as dictated by State Law.
• The inventory and copy of the written notice must be filed in their resident file. After thirty (30) days the unclaimed items can be donated to a charity of the community’s choice.
• Written documentation from the charity should be obtained and placed in the customer’s file.
• Caution should be used when determining trash vs. abandoned property. We owe our customers the opportunity to reclaim their personal property.
• Employees of Perennial Properties are never authorized to remove belongings from the property whether or not the item appears to have been abandoned or discarded, even if the items are left in or around a community dumpster or in a laundry or mail room. Resident’s discarded items must not be tampered with.
• If there are questions regarding abandonment or the removal or storage of abandoned property, consult the Managing Director.
• If an employee has a valid reason to remove an item, the employee must first obtain written authorization from the MD, who may at their discretion, require written authorization from the resident.
• The disposition of abandoned property varies by state. It is the responsibility of the Community Director to follow the requirements of their state.