Resident/Community Policies
Once a notice to vacate is received, what should be sent to the resident as soon as possible and uploaded to their Yardi File?
Acknowledge of Notice to Vacate Form (should be updated to include if resident owes any balances, etc).
What is the timeframe that a deposit accounting must be completed in Yardi once a resident moves out?
5 business days.
When is the resident portal turned off?
After the 5th of the month.
What should be sent (and confirmed) to the Regional Manager if requesting to skip an apartment during occupancy checks?
1. If there are more than $500 of belongings in the apartment, the apartment may not be skipped.
2. Pictures of the apartment showing what is left in the home.
3. Confirm that the late notices were on the door when you entered the apartment for your occupancy check.
4. Confirm if the power is in the name of the community prior to sending request to skip.
What amount is considered a small balance?
Any balance less than $100.
What is the process if a resident is requesting a transfer to a sister site?
None - the sister site transfer program was discontinued.
How long does it take a bad debt to write off in Yardi?
The balance is automatically written off on night 3 days following the completion of the Deposit Accounting.
What language must be included anytime you send communication to a resident regarding their late balance?
"Mini-Miranda Language": "This is an attempt to collect a debt; any information obtained will be used for that purpose".
How many times per day may a resident be spoken to on the telephone regarding their delinquent rent?
ONCE PER DAY.
BONUS - A resident may be called at work, but the nature of the call may not be discussed with anyone except the resident.
What is the procedure if a resident has a small balance?
Small balance letter can be sent at any time throughout the month as small balances come up due to uncollected pet fees, prorated rent, collection errors. DO NOT APPLY CHARGES TO ADJUST A SMALL BALANCE DUE OR PREPAID AMOUNT.
What is the maximum alcoholic beverages that are allowed per resident at resident events?
2 alcoholic beverages
When should you file a claim for damages with RLL?
Only Resident Caused Damages to include:
1. Freezing
2. Falling Objects
3. Burglary
4. Riot or Civil Commotion
5. Certain moisture or humidity issues tied to a resident's failure to maintain required conditions.
6. Collapse, when directly caused by a covered event.
May file for pet damages at move out - no more than $1000 (each property has a $7000 per year limit)
At what time on the 6th of the month are late fees applied in Yardi?
2:00am.
What is the times daily a resident can be called regarding their rent balance?
should not be called prior to 8am or after 9pm.
When may an adjustment be made to a resident's ledger?
Only when a legitimate error has occurred and should be approved in writing by the Regional Manager first.
BONUS - All adjustments should have a note (add in the notes section at time of adjustment made), such as Renewal, In Drop Box, Maint Prob.
What is the occupancy standards per apartment home size?
1 Bedroom - 3 persons
1 Bedroom with Den - 3 persons
2 Bedroom - 5 persons
2 Bedroom with Den - 5 persons
3 Bedroom - 7 persons
4 Bedroom - 9 persons (bonus question)
What is the procedure should a resident want to make a payment after the deposit accounting?
It is HRP policy to give resident's who have moved out 15 days from the date of Deposit Accounting to pay a balance owed to pay the balance in full before the account is turned over to the assigned collections agent for that property. Payments may be made online (via Rent Cafe resident portal) or cashier's check.
How often should you be working your Delinquency?
everyday.
What are the steps if you receive a bankruptcy notice from a resident?
1. Email a copy of the notice to bankruptcy@hrpliving.com, RM, and RVP.
2. Enter a Memo in Yardi's Collection Memo's noting the date the notice was received.
Bonus:
If Resident is in Good Standing - no further action is required.
Outstanding balance:
Cease all collection efforts.
Do not apply additional late charges
Await further guidance from Risk Management.
Eviction - if the resident is in eviction.
Cease all collection efforts immediately.
Notify the third party eviction service.
Await further guidance from Risk Management.
What date is the delinquency report with memos due to your RM and RVP.
15th of each month.
What is required when submitting request through reasonable accommodation for service or ESA animal?
1. Animal Identification Form (when the need is not readily apparent).
2. Request for Assistance Animal Form
3. Verification for Assistance Animal (it is if Healthcare professionals do not want to sign - but provides substantially the same information in another format, it must be accepted.
4. Picture of Animal
5. Vet Records.
What should be done, once the deposit accounting is completed and the resident owes a balance?
Print 2 copies of the Statement of Deposit Accounting (AKA Final Account Statement or FAS).
1 copy is due immediately to the resident along with a completed move out balance letter. This must be mailed to last known address (this is why it is really important to ensure we are collecting forwarding addresses when residents give notice.
1 copy is to remain the resident's file.
What forms of payment are accepted at communities?
1. Online Payments
2. Cashier's Checks
3. Payments via WIPS (Walk in Payment System).
**NO CASH, PAPER MONEY ORDER, OR PERSONAL CHECKS ARE ACCEPTED**
When may the eviction fees be charged to a resident's ledger?
1. If payment is accepted prior to the court date, attorney fees may still be charged and retained before the court hearing. Ensure full payment includes all DQ balances and eviction related expenses before dismissing the case.
2. Once the court date has occurred, attorney fees can only be charged to the resident's account if the landlord is the prevailing party.
3. If eviction is dismiss prior to a judgement without full reimbursement, attorney fees cannot be retained on the ledger. In this case, the attorney fee must be removed from the ledger.
4. When charging back attorney fees the following language should be included in the notes section of the charge "Eviction Settlement - Rule 408 & GS 42-46(j)"
When must a deposit accounting be completed in Yardi after a resident has moved out?
Within 5 business days of move out.