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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:

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Presentation on theme: "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:"— Presentation transcript:

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2 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

3 Agenda Customer Service Occupancy Management: From Applicant to Resident Technology Course 1: Management of Residential Issues

4 Chapter 1 Customer Service Course 1: Management of Residential Issues

5 Three Keys to Good Customer Service Communication Attitude Relationships Course 1: Management of Residential Issues

6 What do you think of when you hear the phrase “Good Customer Service?” Course 1: Management of Residential Issues

7 Listening Be ready to listen Pay attention to verbal and non-verbal language Use active listening skills Course 1: Management of Residential Issues

8 Communication Body Language55% Tone of Voice38% Words 7% 100% Course 1: Management of Residential Issues

9 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

10 Activity #1 Empathetic Listening Course 1: Management of Residential Issues

11 Attitude Choose your attitude! Course 1: Management of Residential Issues

12 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

13 Activity #2 Ultimate Question Course 1: Management of Residential Issues

14 Skill Check #1 Chapter 1 – Customer Service Course 1: Management of Residential Issues

15 Chapter 2 Occupancy Management: From Applicant to Resident Course 1: Management of Residential Issues

16 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

17 Laws Equal Credit Opportunity Act Fair Credit Reporting Act (FCRA) Fair and Accurate Credit Transaction Act (FACTA) Course 1: Management of Residential Issues

18 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

19 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

20 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

21 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

22 Credit Report Acceptable accounts ratio Debt to income ratio Rent to income ratio FICO score Course 1: Management of Residential Issues

23 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

24 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

25 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

26 Community Guidelines Income Occupancy Vehicles Pets Course 1: Management of Residential Issues

27 Possible Outcomes of Screening Approved Approved with conditions Denied Course 1: Management of Residential Issues

28 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

29 Activity #3 Applicant Screening Course 1: Management of Residential Issues

30 Applicants without SSN What you can do What you cannot do Course 1: Management of Residential Issues

31 Co-signers Complete a co-signer agreement Sign the lease Course 1: Management of Residential Issues

32 Deposits/Fees Application fee Holding deposit/Application deposit/ Administrative fee Security deposit Pet deposit Course 1: Management of Residential Issues

33 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

34 The Lease Basic elements Occupant Changes Community Policies Course 1: Management of Residential Issues

35 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

36 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

37 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

38 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

39 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

40 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

41 Types of Criminal Activity Resident-Resident disputes Domestic violence Drug dealing – what are the signs? Course 1: Management of Residential Issues

42 Activity #4 What Would You Do? Course 1: Management of Residential Issues

43 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

44 Rent Policies and Procedures Due dates Discounts Late fees Delinquency reports Course 1: Management of Residential Issues

45 Rent Roll Apartment number Move-in date Lease expiration date Rental rate Amount collected Course 1: Management of Residential Issues

46 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

47 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

48 Methods of Payment Personal checks Money orders Certified checks Cashier checks Electronic payments Credit card Cash? Course 1: Management of Residential Issues

49 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

50 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

51 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

52 Move-out Inspection Schedule an appointment Complete the move-out inspection Look for: Cleaning Carpets Damages Equipment Course 1: Management of Residential Issues

53 Deductions for Cleaning and Damage Reasonable deductions Painting Rugs and carpets Fixtures Course 1: Management of Residential Issues

54 Deductions for Unpaid Rent Unpaid rent Extended stay Inadequate notice Fixed-term lease Evictions Course 1: Management of Residential Issues

55 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

56 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

57 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 month- to-month lease Course 1: Management of Residential Issues

58 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

59 Skill Check #2 Chapter 2 – Occupancy Management: From Applicant to Resident Course 1: Management of Residential Issues

60 Chapter 3 Property Management Systems Why? Course 1: Management of Residential Issues

61 Property Management Systems Leasing Occupancy Screening Rent collection Facilities maintenance Accounting Purchasing Course 1: Management of Residential Issues

62 Billing Management Services Improving the bottom line Improving resident service Built-in charge calculations Course 1: Management of Residential Issues

63 Revenue/Yield Management Marketing Competitive surveys Course 1: Management of Residential Issues

64 Make Ready and Maintenance Management Mobile work orders/Pocket PCs Maintenance analysis reports Spanish capability Course 1: Management of Residential Issues

65 Internet Based Systems Community web pages Resident portal Online leasing form Course 1: Management of Residential Issues

66 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

67 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

68 Electronic Payments ACH- Automated Clearing House network Credit Card Check 21 Course 1: Management of Residential Issues

69 Screening Applicants Instant credit checks Instant criminal checks Course 1: Management of Residential Issues

70 Skill Check #3 Chapter 3: Property Management Systems Course 1: Management of Residential Issues


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