Socializing with Residents
It’s great to be friendly with your residents,
but it’s risky to be FRIENDS.
1
Social Media
Even well-intended opinions can come back to
haunt you and your company.
2
Talking to the Media
Keep it simple and state only the FACTS!
3
How to properly answer the phone
Your telephone “voice” will be the first
impression a person makes about your property.
4
Budget Control
If you haven’t seen your property’s budget, ask for it.
5
Security
Have a “zero tolerance policy” about breaching
security: respond immediately if you determine
someone is propping a door open or disabling cameras
6
Safety Procedures
Start with a written disaster preparedness plan.
7
Written Policies
Have all leasing policies in writing and approved
BEFORE leasing ANY units.
8
Effective Rent Incentives
You can create “priceless” rent incentives that cost a lot
less than discounted rent, just by being creative.
9
Resident Supportive Services
Get “FREE” money and lifestyle enhancements
for your residents
10
Curb Appeal/Landscaping
“Greening” up the grass doesn’t cost money,
it MAKES money!
11
Marketing/Leasing
Written ads do not lease properties, people do
So, how do you attract the PEOPLE?
Become a “Professional Greeter”
12
Maximizing First Year Tax Credits
Lease up on a building by building basis whenever possible.
13
Gangs & Drugs
Be responsive to tenant complaints of late night noise
or high-traffic apartments.
14
How to correct a mistake
Never use white out on documents in a tenant’s file
15
Unit Inspections
Ask contractors to report unit conditions to you.
16
Live-in Aides
Use a lease addendum which denies occupancy to a live-in
aide after a resident is no longer living in the unit.
17
Preventative Maintenance
A written preventative maintenance plan should be
maintained and posted.
18
Health & Safety Issues
Remove all aluminum foil from the stove top and oven.
19
Correcting Non-Compliance
Non-compliance must be corrected prior to receiving
notification of an audit or inspection from the
allocating agency.
20
Obtaining contractor bids
Bids from three (3) contractors are expected, however
the lowest bid isn’t always the best bid.
21
Capital Improvements
Maintain a short and long-term list of replacements
and improvements including costs and funding sources.
22
Reading a credit report
Credit reports give you much more than credit history –
verify all personal data!
23
Establishing effective relationships
To make a positive impression, develop your
“advanced” listening skills.
24
Crime Prevention
Adequate lighting both internally and externally is a
great crime deterrent.
25
Keeping the kids busy during the summer
Take advantage of CAHEC’s Youth Recognition Program
26
Pet Control
Walking your property can reveal signs of unauthorized
pets.
27
Replacement Reserve Usage
Use replacement reserve funds for their intended purpose.
28
Physical Maintenance
Don’t forget to schedule annual systems inspections.
29
Processing a complaint
All complaints and responses must be in writing.
30
Resolving Resident Conflicts
Don’t put yourself on the firing line
31
Learning Section 42 of the IRC
CAHEC’s compliance managers offer great “free” basic
training.
32
Making units rent-ready
Schedule move-out inspections within one week of
receiving a notice to vacate.
33
Dumpsters
Large upholstered items should be spray-painted
with bright orange paint.
X
34
Successful Evictions
Provide a comprehensive paper trail regarding all lease
violation notices and collection attempts.
35
Initial qualification: Lease Up
Maintain a lease up checklist so no detail gets missed
and the process moves forward in a timely manner.
36
Calculating Annual Income
Use the greatest online tool to annualize income:
www.timeanddate.com
37
Managing Staff
Provide detailed, written job descriptions and annual
performance evaluations.
38
Date Consistency
Move-in date, signature dates on the TIC and
lease/addendums should always match.
39
Converting to a smoke free environment
Smoke-free properties have significantly less expenses.
40
How to Value a Home
Market value (appraisal)
minus mortgage(s)
minus broker’s fees
CASH VALUE
41
Rent Collection = Economic Occupancy
Make personal contact with each resident who has not
paid by the 3rd of the month.
42
Reducing Utility Expenses
Cut your light bills by installing
occupancy sensor wall switches
in common areas.
43
ADA
Common problem for visually handicapped: Block open
staircases in breezeways with built in storage boxes.
44
Resident Retention
Always ask a resident “Why are you moving out?” You
may be able to keep a good tenant with a bit of extra
attention or assistance.
45
Market Value vs. Cash Value of Assets
Include early withdrawal penalties, bank fees and any
loans against a retirement account to determine its
cash value.
46
Pre-screening for Eligibility
Develop a simple eligibility questionnaire (no more
than 5 income/asset related questions) that can be
used over the phone or in person.
47
Assessing Damage Charges
Have a written fee schedule listing damage charges to
help enforcement of the lease and collect repair costs.
48
Fair Housing
Request for reasonable accommodations must be
reasonable.
49
Time Management
Written “To Do” lists keep you focused on goals,
achievements, and priorities.
50
Lease Enforcement
“Quiet and peaceful enjoyment” is one lease clause
that’s taken very seriously….
51
Hiring Strategies
Seek “people” people
52
Section 504 of the Rehabilitation Act of 1973
Know your property’s funding sources to determine if
section 504 applies
53
Defending a discrimination claim
Your best defense against a fair housing lawsuit is
documentation, documentation, documentation!
54
Effective Signage
Create a “Welcome Home” message
55
Proper Documentation
Thoroughly documented tenant files are required on all
households during the 15 year compliance period.
56
Rent Changes
Compare your competitor’s rents & amenities before
implementing a rent increase.
57
Re-Certifications
CAHEC allows recertification waivers for residents living
in 100% LIHTC projects after the initial and first annual
certification has been obtained.
58
Unauthorized Household Members
Any guests residing in a unit for longer than two weeks
must have written approval from management.
59
File Audits
During lease-up, make copies of initial tenant files as
you rent each unit. Submit them to CAHEC when each
building is fully qualified.
60
Bedbug remediation
In general, chemical treatments don’t work to
eliminate bedbug infestations, however HEAT & COLD
is very effective.
61