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Management of Residential Issues

Management of Residential Issues. 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. Agenda. Customer Service Occupancy Management: From Applicant to Resident Technology. Chapter 1.

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Management of Residential Issues

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  1. Management of Residential Issues

  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. What is most important to residents? 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. Three Keys to Good Customer Service • Communication • Attitude • Relationships Course 1: Management of Residential Issues Chapter 1

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

  9. Communication • Body Language 55% • Tone of Voice 38% • Words 7% 100% Course 1: Management of Residential Issues

  10. 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

  11. Activity #1 Active Listening Communication is the first key component in customer service. Course 1: Management of Residential Issues Chapter 1

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

  13. 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 Chapter 1

  14. Activity #2 Triad Role Plays Course 1: Management of Residential Issues Chapter 1

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

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

  17. 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

  18. 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

  19. 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

  20. 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 CRA’s – Equifax, Experian, TransUnion Course 1: Management of Residential Issues Chapter 2

  21. 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

  22. 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

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

  24. 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

  25. 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

  26. 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 Chapter 2

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

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

  29. 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

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

  31. Applicants without SSN • What you can do • What you cannot do Course 1: Management of Residential Issues

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

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

  34. 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

  35. The Lease • Basic elements • Occupant Changes • Community Policies Course 1: Management of Residential Issues

  36. 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

  37. 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

  38. 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

  39. 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 Chapter 2

  40. 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

  41. 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

  42. Types of Criminal Activity • Resident-Resident disputes • Domestic violence • Drug dealing – what are the signs? Course 1: Management of Residential Issues Chapter 2

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

  44. 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 disks Fair Housing/ADA Modifications/ Accommodation Request file File and Retention Guidelines Course 1: Management of Residential Issues Chapter 2

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

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

  47. 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 Chapter 2

  48. 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

  49. 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

  50. Rent Collection • Returned checks • Collection after move-out Course 1: Management of Residential Issues

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