Resident Services
This document outlines community guidelines, policies, and expectations but is not legally binding like the lease.
What is the Resident Handbook?
This report shows the percentage of apartments that are currently occupied, leased, and trending.
What is the Box Score Summary?
Supporting reference: The Box Score Summary shows occupancy, leased %, and trend %.
This document outlines all rules, policies, and expectations for residents living at a Centerspace community.
What is the lease agreement?
This key means doing what is right, even when no one is watching, and holding yourself accountable.
What is Do The Right Thing?
This key encourages flexibility, innovation, and adapting to new processes or ideas.
What is Embrace Change?
This is the first thing you should do when a resident submits a maintenance request.
What is ensure the work order is entered and acknowledged promptly?
This report helps identify residents who owe balances and allows the team to take action to collect rent.
What is the Delinquency Summary Report?
Supporting reference: The delinquency report shows balances owed and aging categories like 0–30, 31–60, etc.
This must be completed and approved before a new roommate can move into an apartment.
What is the application and screening process?
This key reminds us that we collaborate, communicate, and support each other to achieve one mission.
What is One Team?
A prospect toured yesterday but has not applied yet, and there is only one apartment available that meets their needs.
What is following up immediately to answer questions and encourage them to apply?
(This ties directly to Take Action and occupancy protection.)
This is one of the best opportunities to build resident relationships and increase retention.
What is resident interaction during resident events or office visits?
This report helps leasing teams identify which residents should be contacted for renewal based on upcoming lease expirations.
What is the Lease Expiration Report?
Supporting reference: The Lease Expiration Report shows how many leases expire each month.
This is required when removing a roommate to ensure the remaining resident qualifies on their own.
What is requalification or income qualification of the remaining resident?
This key focuses on respecting residents, building trust, and delivering outstanding customer service.
What is Serve Others?
A resident leaves a positive comment about their experience with the community.
What is asking them to leave a Google Review?
This is one of the most important things to do after resolving a resident concern or issue.
What is follow up with the resident to ensure satisfaction?
This report tracks move-ins, move-outs, notices, and renewals, helping the team understand occupancy trends.
What is the Resident Activity Report?
Supporting reference: The Resident Activity Report shows move-ins, move-outs, transfers, and renewals.
This must be signed by all parties when adding or removing a roommate to legally update the lease.
What is a lease addendum?
This key encourages being courageous, seeking improvement, and exceeding expectations.
What is Dare to Win?
A prospect emails asking if an apartment is available, but you are busy and decide to respond the next day.
What is delaying follow-up and risking losing the prospect to another community?
Speed is everything. Slow follow-up = lost leases.
A resident violates a community rule that is outlined in the handbook but not specifically written in the lease.
What is enforcing the policy using the Resident Handbook as the governing community guideline?
This report measures leasing agent productivity by tracking shows, applications, leases, and follow-ups.
What is the Agent Performance Report?
Supporting reference: The Agent Performance Report tracks agent activity including shows, applications, leases, and follow-ups.
This process ensures that all applicants are evaluated consistently using the same criteria.
What is standardized screening through our screening provider?
This key means being proactive, executing strategy, and capitalizing on opportunities.
What is Take Action?
A resident tells you they are thinking about moving when their lease expires, and you say “okay, just let us know” without discussing renewal options.
What is failing to attempt resident retention?
This is one of the most expensive mistakes leasing agents can make. Every saved renewal protects occupancy, reduces turn costs, and protects revenue.