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Management of Residential Issues

Learn about customer service, occupancy management, and technology in the residential property industry. Improve communication, attitude, and relationships to enhance service quality and adhere to relevant laws.

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Management of Residential Issues

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  1. California CAM

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

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

  6. 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 Chapter 1

  7. Activity #1 Empathetic Listening Course 1: Management of Residential Issues Chapter 1

  8. Attitude Choose your attitude! Course 1: Management of Residential Issues Chapter 1

  9. Creating Rapport Express a genuine interest in other person Be genuinely friendly Create physical rapport Be an active listener Seek engagement Course 1: Management of Residential Issues

  10. Activity #2 The Ultimate Question Course 1: Management of Residential Issues Chapter 1

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

  12. Laws • Equal Credit Opportunity Act • Fair Credit Reporting Act (FCRA) • Fair and Accurate Credit Transaction Act (FACTA) Course 1: Management of Residential Issues Chapter 2

  13. 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 Chapter 2

  14. Fair Credit Reporting Act (FCRA) • Designed to protect the privacy and insure the accuracy of consumer report information • Requires landlords who deny or conditionally accept 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 Chapter 2

  15. 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 Chapter 2

  16. 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 Chapter 2

  17. Credit Report • Acceptable accounts ratio • Debt to income ratio • Rent to income ratio • FICO score Course 1: Management of Residential Issues Chapter 2

  18. 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 Chapter 2

  19. Identity Documentation Government-issued photo ID (driver’s license, state ID, military ID, passport, visa, or any other government issued photo ID) Generally required to show an apartment Also an important part of the application process Course 1: Management of Residential Issues

  20. Community Guidelines • Income • Occupancy • Vehicles • Pets Course 1: Management of Residential Issues Chapter 2

  21. Possible Outcomes of Screening • Approved • Approved with conditions • Denied Course 1: Management of Residential Issues Chapter 2

  22. Activity #3 Applicant Screening Course 1: Management of Residential Issues Chapter 2

  23. Co-signers • Complete a co-signer agreement • Sign the lease Course 1: Management of Residential Issues Chapter 2

  24. Deposits/Fees • Application fee • Holding deposit • Security deposit • Pet deposit Course 1: Management of Residential Issues Chapter 2

  25. 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 Chapter 2

  26. 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 Chapter 2

  27. 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 Chapter 2

  28. 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 Chapter 2

  29. Emergency Requests • No electricity • No plumbing or water • Major water infiltration • No heat • No air conditioning over • Smoke alarms or Carbon Dioxide detectors sounding • Apartment access problems Course 1: Management of Residential Issues Chapter 2

  30. Key systems Key control Vacant units Model units Move-ins Move-outs Key release form Key release log Lost keys Lock changes Key Policy Course 1: Management of Residential Issues Chapter 2

  31. 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 Chapter 2

  32. Types of Criminal Activity • Resident-Resident disputes • Domestic violence • Drug dealing Course 1: Management of Residential Issues Chapter 2

  33. Activity #4 What Would You Do? Course 1: Management of Residential Issues Chapter 2

  34. Active lease files Inactive lease files Service request files Vendor files Payroll files Personnel files Month-end reports Financial statements Detailed unit status report/guest cards Data backup disks Fair Housing Modifications/ Accommodation Request file Denied Applications File and Retention Guidelines Course 1: Management of Residential Issues Chapter 2

  35. Rent Policies and Procedures • Due dates • Discounts • Late fees • Delinquency reports Course 1: Management of Residential Issues Chapter 2

  36. Rent Roll • Apartment number • Move-in date • Lease expiration date • Rental rate • Amount collected Course 1: Management of Residential Issues Chapter 2

  37. Ways to Combat Rent Delinquencies • Late rent notices • No concession • Eviction notices • Payment in full Course 1: Management of Residential Issues Chapter 2

  38. 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 Chapter 2

  39. Methods of Payment • Personal checks • Money orders • Certified checks • Cashier checks • Electronic payments (ACH-Automated Clearing House) • Credit card • Cash? Course 1: Management of Residential Issues Chapter 2

  40. What Rent Increases are Used For Rent increases help: Cover rising costs Recover loses Add amenities Make repairs Upgrade the property Increase the value of the property Meet owner objectives Course 1: Management of Residential Issues

  41. Move-Out Notice • When you receive a written move-out notice, you should: • Try to save the lease • Explain the move-out procedures • Send a confirmation Course 1: Management of Residential Issues

  42. Pre-Move Out Inspection • If the tenant requests a pre-move out inspection: • It must take place within 2 weeks prior to the move out date • Tenant has the right to be present • List on the inspection sheet all items that will be deducted from the security deposit if not corrected before move out Course 1: Management of Residential Issues

  43. Move-Out Inspection The apartment should be inspected for the following: • Cleaning • Carpets • Damages • Equipment Course 1: Management of Residential Issues Chapter 2

  44. 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 • Pre-move out inspection details • Final inspection details • Request for forwarding address information Course 1: Management of Residential Issues Chapter 2

  45. Deductions for Cleaning and Damage • Reasonable deductions • Painting • Rugs and carpets • Fixtures Course 1: Management of Residential Issues Chapter 2

  46. Deductions for Unpaid Rent • Unpaid rent • Extended stay • Inadequate notice • Fixed-term lease • Evictions Course 1: Management of Residential Issues Chapter 2

  47. Renewal Invitation Letter • At least 90-120 days in advance • Determining the rent • Written notification of a rent increase • Follow-up call within five days Course 1: Management of Residential Issues Chapter 2

  48. 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 Chapter 2

  49. 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 Chapter 2

  50. 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 Chapter 2

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