Introductions Your name Where you work Your job
Introductions • • • Your name Where you work Your job responsibilities How long you have been in the industry What you hope to get from this class Course 1: Management of Residential Issues
Agenda • Customer Service • Occupancy Management: From Applicant to Resident • Technology Course 1: Management of Residential Issues
Chapter 1 Customer Service Course 1: Management of Residential Issues
Three Keys to Good Customer Service • Communication • Attitude • Relationships Course 1: Management of Residential Issues
What do you think of when you hear the phrase “Good Customer Service? ” Course 1: Management of Residential Issues
Listening • Be ready to listen • Pay attention to verbal and non-verbal language • Use active listening skills Course 1: Management of Residential Issues
Communication • Body Language 55% • Tone of Voice 38% • Words 7% 100% Course 1: Management of Residential Issues
Active Listening • Non-verbal gestures - eye contact, nodding • Creating checkpoints – “So what you are saying is…” • Encouraging the speaker – okay • Always summarize to ensure you are on the same page Course 1: Management of Residential Issues
Activity #1 Empathetic Listening Course 1: Management of Residential Issues
Attitude Choose your attitude! Course 1: Management of Residential Issues
Building Relationships • Express a genuine interest in the other person • Be genuinely friendly • Create physical rapport - mirroring • Be an active listener • Seek agreement Course 1: Management of Residential Issues
Activity #2 Ultimate Question Course 1: Management of Residential Issues
Skill Check #1 Chapter 1 – Customer Service Course 1: Management of Residential Issues
Chapter 2 Occupancy Management: From Applicant to Resident Course 1: Management of Residential Issues
Occupancy Management: From Applicant to Resident • • Who completes the application Importance of completing Number of applications required Fees and security deposits When to deposit checks Drivers license Screening process Course 1: Management of Residential Issues
Laws • Equal Credit Opportunity Act • Fair Credit Reporting Act (FCRA) • Fair and Accurate Credit Transaction Act (FACTA) Course 1: Management of Residential Issues
Equal Credit Opportunity Act • Makes it unlawful to discriminate against someone with respect to any aspect of the credit application on the basis of race, color, religion, national origin, sex, marital status, age and gender. Course 1: Management of Residential Issues
Fair Credit Reporting Act (FCRA) • Designed to protect the privacy and insure the accuracy of consumer report information • Requires landlords who deny a lease based on information in the applicant’s consumer report to provide the applicant with an “adverse action notice” • 3 most significant CRAs – Equifax, Experian, Trans. Union Course 1: Management of Residential Issues
Fair and Accurate Credit Transaction Act (FACTA) • Reauthorizes FCRA • Addresses consumer concerns about identity theft and inaccuracies in consumer reports • Gives consumers the right to limit how businesses can use their non-public personal information Course 1: Management of Residential Issues
Screening Criteria • • • Credit history Income Rental history from previous landlords Eviction records Criminal background Social security number or individual tax identification number • Check writing history Course 1: Management of Residential Issues
Credit Report • • Acceptable accounts ratio Debt to income ratio Rent to income ratio FICO score Course 1: Management of Residential Issues
Criminal History Screening Before any review or check is conducted, you must: • inform the applicant that the criminal background check will be done • obtain an appropriate written authorization to check the applicant’s criminal history. Course 1: Management of Residential Issues
January 2003 HUD Memo “It is acceptable to refuse to rent to applicants as long as your decision is based on citizenship or immigration status. It is acceptable to require documentation of citizenship or immigration status. ” Course 1: Management of Residential Issues
Proof of Legal Residence • US Citizen by birth – birth certificate or US passport • US Citizen by naturalization – naturalization certificate • Immigrant – Permanent Resident Card or green card • Non-immigrant – a passport from the native country and/or a visa • Refugee – same papers as a non-immigrant • Asylee – an I-94 form Course 1: Management of Residential Issues
Community Guidelines • • Income Occupancy Vehicles Pets Course 1: Management of Residential Issues
Possible Outcomes of Screening • Approved with conditions • Denied Course 1: Management of Residential Issues
Acceptance or Denial Notification • Applicants must be advised in the same manner • Follow exact rules on timing, format and acknowledgement • Do not leave a voice message • Have a policy on how to handle if the applicant cannot be located • A denial requires a letter with clear reasons Course 1: Management of Residential Issues
Activity #3 Applicant Screening Course 1: Management of Residential Issues
Applicants without SSN • What you can do • What you cannot do Course 1: Management of Residential Issues
Co-signers • Complete a co-signer agreement • Sign the lease Course 1: Management of Residential Issues
Deposits/Fees • Application fee • Holding deposit/Application deposit/ Administrative fee • Security deposit • Pet deposit Course 1: Management of Residential Issues
Lease • A legally enforceable contract that grants a resident the rights and responsibilities of possession and use of an apartment for a specified period of time. Course 1: Management of Residential Issues
The Lease • Basic elements • Occupant Changes • Community Policies Course 1: Management of Residential Issues
Move-In Procedures • Set an orientation walk-through appointment with the resident • Prepare copies of lease • Provide a move-in packet • Conduct walk-through • Collect rent • Provide keys • Place a follow-up call Course 1: Management of Residential Issues
Maintenance Orientation Agenda • • • Location of circuit breaker box Use of all major appliances Overview of the HVAC system Opening and closing of window and door locks Operation of light switches and wall outlets Light bulb policy Operation of toilet Operation of garage door openers Operation of alarm system Course 1: Management of Residential Issues
Resident Retention Controllable reasons that can reduce turnover: • • • Staff performance Maintenance response time Office responsiveness Maintenance work quality Office staff work quality Course 1: Management of Residential Issues
Emergency Requests • • • No electricity No plumbing or water Major water infiltration No heat (55 -60°) No air conditioning over 86 -90° Smoke alarms or Carbon Dioxide detectors sounding • Apartment access problems Course 1: Management of Residential Issues
Key Policy • • • Key systems Key control Vacant units Model units Move-ins • • • Move-outs Key release form Key release log Lost keys Lock changes Course 1: Management of Residential Issues
Resident Newsletter • A publication that is put out by the management company to provide helpful information to all residents in the community. Course 1: Management of Residential Issues
Types of Criminal Activity • Resident-Resident disputes • Domestic violence • Drug dealing – what are the signs? Course 1: Management of Residential Issues
Activity #4 What Would You Do? Course 1: Management of Residential Issues
File and Retention Guidelines • • Active lease files Inactive lease files Service request files Vendor files Payroll files Personnel files Month-end reports Financial statements • Incident report file • Detailed unit status report/guest cards • Data backup diskettes • Fair Housing/ADA Modifications/ Accommodation Request file Course 1: Management of Residential Issues
Rent Policies and Procedures • • Due dates Discounts Late fees Delinquency reports Course 1: Management of Residential Issues
Rent Roll • • • Apartment number Move-in date Lease expiration date Rental rate Amount collected Course 1: Management of Residential Issues
Ways to Combat Rent Delinquencies • • Late rent notices No concession Eviction notices Payment in full – post payment first to other charges then to rent Course 1: Management of Residential Issues
Three Keys to Ensuring Rent is Paid on Time • Be persistent – remind residents that their payment is late. • Be consistent – follow your written policy in same way month after month, year after year. • Be firm – do not make exceptions Course 1: Management of Residential Issues
Methods of Payment • • Personal checks Money orders Certified checks Cashier checks Electronic payments Credit card Cash? Course 1: Management of Residential Issues
Why Rent Increases? Rent increases help: • Cover rising costs • Recover losses • Add amenities • Make repairs • Upgrade the property • Increase the value of the property • Meet owner objectives Course 1: Management of Residential Issues
Move-Out Notice When you receive a written move-out notice, • Try to save the lease • Explain move-out procedures • Ensure all lessees have signed notice • Write time and date notice received • Rent charged until keys returned • Obtain forwarding address • Send a move-out letter Course 1: Management of Residential Issues
Move-Out Letter • Explanation of any balances • Specific cleaning requirements • Reminder that fixtures the resident permanently attached to the wall must be left in place • Final inspection details • Request forwarding address information • State law information regarding not providing forwarding address. Course 1: Management of Residential Issues
Move-out Inspection Schedule an appointment Complete the move-out inspection Look for: • Cleaning • Carpets • Damages • Equipment Course 1: Management of Residential Issues
Deductions for Cleaning and Damage • • Reasonable deductions Painting Rugs and carpets Fixtures Course 1: Management of Residential Issues
Deductions for Unpaid Rent • • • Unpaid rent Extended stay Inadequate notice Fixed-term lease Evictions Course 1: Management of Residential Issues
Renewal Invitation Letter • At least 90 days in advance • Written notification of a rent increase • Follow-up call within five days Course 1: Management of Residential Issues
Legal Reasons to Terminate a Lease • Violation of rental agreement such as: – – – Non-payment of rent Keeping a pet in violation Addition of unauthorized resident Subleasing or assigning without permission Misuse/illegal use of premises • Providing false information on the rental application or lease. Course 1: Management of Residential Issues
Holdovers Three ways to deal with holdovers: • Renew the resident under the terms of the previous lease • File court papers for possession of the apartment • Offer the resident a shorter term or monthto-month lease Course 1: Management of Residential Issues
Eviction Notices Three types of eviction notices include: • Pay rent or quit notice • Cure or quit notice • Unconditional quit notice Course 1: Management of Residential Issues
Skill Check #2 Chapter 2 – Occupancy Management: From Applicant to Resident Course 1: Management of Residential Issues
Chapter 3 Property Management Systems Why? Course 1: Management of Residential Issues
Property Management Systems • • Leasing Occupancy Screening Rent collection Facilities maintenance Accounting Purchasing Course 1: Management of Residential Issues
Billing Management Services • Improving the bottom line • Improving resident service • Built-in charge calculations Course 1: Management of Residential Issues
Revenue/Yield Management • Marketing • Competitive surveys Course 1: Management of Residential Issues
Make Ready and Maintenance Management • Mobile work orders/Pocket PCs • Maintenance analysis reports • Spanish capability Course 1: Management of Residential Issues
Internet Based Systems • Community web pages • Resident portal • Online leasing form Course 1: Management of Residential Issues
Call Center • Works as an extension to your existing leasing staff • Creates the impression for a prospect that the call was answered directly by a leasing professional in the leasing office • Helps capture prospective leads and converts more of those into leases • Schedules appointments for the prospect to visit the community Course 1: Management of Residential Issues
Purchasing • • Easily track purchase orders Implement a purchase approval system Automate approver notification Set up online supplier catalogs Control inventory Manage budget limits Import vendor lists from the company's accounts payable system Course 1: Management of Residential Issues
Electronic Payments • ACH- Automated Clearing House network • Credit Card • Check 21 Course 1: Management of Residential Issues
Screening Applicants • Instant credit checks • Instant criminal checks Course 1: Management of Residential Issues
Skill Check #3 Chapter 3: Property Management Systems Course 1: Management of Residential Issues
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