Introductions
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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
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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
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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
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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,
TransUnion
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
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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
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Credit Report
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Acceptable accounts ratio
Debt to income ratio
Rent to income ratio
FICO score
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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
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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
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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
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Community Guidelines
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Income
Occupancy
Vehicles
Pets
Course 1: Management of
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Possible Outcomes of
Screening
• Approved
• 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
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Applicants without SSN
• What you can do
• What you cannot do
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Co-signers
• Complete a co-signer agreement
• Sign the lease
Course 1: Management of
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Deposits/Fees
• Application fee
• Holding deposit/Application deposit/
Administrative fee
• Security deposit
• Pet deposit
Course 1: Management of
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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
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The Lease
• Basic elements
• Occupant Changes
• Community Policies
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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
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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:
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Staff performance
Maintenance response time
Office responsiveness
Maintenance work quality
Office staff work quality
Course 1: Management of
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Emergency Requests
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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
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Key Policy
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Key systems
Key control
Vacant units
Model units
Move-ins
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Move-outs
Key release form
Key release log
Lost keys
Lock changes
Course 1: Management of
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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?
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File and Retention Guidelines
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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
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Rent Policies and Procedures
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Due dates
Discounts
Late fees
Delinquency reports
Course 1: Management of
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Rent Roll
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Apartment number
Move-in date
Lease expiration date
Rental rate
Amount collected
Course 1: Management of
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Ways to Combat Rent
Delinquencies
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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
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Methods of Payment
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Personal checks
Money orders
Certified checks
Cashier checks
Electronic payments
Credit card
Cash?
Course 1: Management of
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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 for 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
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Reasonable deductions
Painting
Rugs and carpets
Fixtures
Course 1: Management of
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Deductions for Unpaid Rent
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Unpaid rent
Extended stay
Inadequate notice
Fixed-term lease
Evictions
Course 1: Management of
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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:
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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
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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
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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