Security Deposits
What are the available security deposit amounts?
$350-standard
1 months rent-approved with conditions
$250 Pet
Who are the team members that may interact with law enforcement and what are their responsibilities in these cases?
1. Office Team/Team Members: remain calm, request credentials and documentation, do not confirm/deny resident info, route to CM and document interaction
CM: Primary sight level POC, notifies PM and Legal as required, ensures team doesn't release info without proper direction and oversees prompt documentation
PM: Provides operational direction to site team, reviews type of requests received, escalates to legal and senior leadership, confirms follow through and secure record retention
Legal: reviews subpoenas, warrants, and sensitive requests, directs company response, advises on confidentiality, privilege and documentation, should be first internal contact for legal process questions
Senior Leadership/VP: supports escalation when immediate decisions are needed and legal or PM cannot be reached right away
How long after a lease violation occurs should the notice be issued?
within 72 hrs
if a resident is hoarding can they request an RA? What kind of RA would be requested?
Yes, generally the RA is a written action plan with a specific timeline and requirements for remedying the situation. Generally extended period of time to remedy lease violations before evictions.
Who is allowed to perform wellness checks?
law enforcement or medical personnel
When do you collect the full security deposit?
At move in, before giving keys.
What info can you release to law enforcement and under what circumstances?
With proper legal documentation: resident info, residency status, files, camera footage, keys, and access to non-public areas
What is a non severe violations and what are sever violations?
Non Severe: damages, noise, trash, parking, unauthorized vehicles, unauthorized pets, animal complaints, minor housekeeping issues and unauthorized apartment modifications.
Severe: criminal activity, threats or violence, significant property damages, serious health or safety hazards, other violations that pose an immediate risk to residents, team members or the community.
What are the characteristics of hoarding?
unsanitary conditions-piles of garbage, infestations, odors, pet waste
build up of clutter obstructing access to exits, doorways, ventilation or sprinkler system
Number of pets exceeding local ordinances
inoperable systems/appliances, mold, water damage and other physical damages
What steps do you take if you are concerned about a resident's well being?
call all numbers listed for the resident
email the resident at all email addresses listed
contacted the resident through Knock
knock on resident's door
call the resident's emergency contact
call the resident's place of employment
if can't locate the resident:
call PD and request wellness check
when PD arrives, take them to unit, give them key and wait outside until wellness check is completed
What all falls under the security deposit?
Just the security deposit or additional deposit. No pet deposits.
What steps do you take during your initial response to any law enforcement contact?
remain calm/professional
don't volunteer info or argue
ask for credentials and documents and/or agent's full name, agency, badge number and contact info
ask they type of request being made and if there is legal documentation (do not confirm or deny any info at this time)
notify CM or PM immediately.
When do you loop in your PM?
immediately for severe violations and if you are wanting to move forward with an eviction for lease violation that may be related to domestic violence.
have PM approval
AND
Direct Threat Exists: the situation must pose a documented direct threat or health and safety risk to other residents or the property
AND
Accommodations Fail: RA have not resolved the safety issue OR the resident refuses to comply with mutually agreed upon action plan.
What is your response when a concerned person asks if a specific person lives at your site?
Without proper documentation, I am not authorized to release any information about whether or not someone lives here.
What type of deposit qualifies for a payment plan?
BONUS: How do we tell a prospect that they can pay with a plan?
Approved with Conditions
BONUS: We don't offer, they ask.
What is the difference between an Search Warrant and a Subpoena?
search warrant-issued and signed by judge or magistrate and authorizes law enforcement to search specific areas for specific items
Subpoena-legal document requiring production of documents, files or items or requiring a team member to appear in court
What must you list in a lease violation notice?
cite specific lease section(s) violated
describe the violation clearly and factually
specify the deadline for correcting the violation
state potential consequences for non-compliance
keep professional tone, not accusatory or inflammatory
must attach VAWA Forms 5380 and 5382
must be sent to resident's case manager via email on the same day you serve the resident
When hoarding is believed to be taking place, can you call local protective services or animal control?
Yes, but you must discuss and get PM approval first
When can you grant access to a unit to a third party?
A current key release authorization that specifically lists the person requesting keys
A court order authorization entry (if they don't want to enter alone, have them contact PD)
What is the workflow for an installment plan?
applicant requests installment plan
Community Manager notifies PM
Complete Security Deposit Installment Request & Agreement form and submit to PM
Once PM approves, the form, communicate installment schedule to the applicant
Collect the following at move in:
1/3 of total security deposit
pet deposit $250, if applicable
any other move in charges per lease
remaining balance is divided equally across the second and third months following move in, due on the same date as monthly rent
post installment charges to the resident's deposit ledger in Yardi
put PM approved security deposit installment request in resident's folder in the Team site.
how do you document law enforcement interactions?
Yardi memos, resident file and IRs
What are the steps when a lease violation has been identified?
hold private conversation with resident regarding the specific lease violation and behavior that must change, explain how resident may raise a complaint if the disagree, document conversation
create notice of lease violation confirm notice hold all required info, serve the notice properly, keep copy of notice and supporting docs in resident's file
once notice expires, if still repeating the behaviors, contact PM to discuss eviction (if violation includes criminal behavior contact PM right away and create IR within 24 hrs)
What are the steps taken when hoarding is identified?
document reasons that lead you to believe hoarding is taking place (resident complaints regarding smells, insects leaks, etc) and report to CM
CM documents situation, contacts PM
CM contacts resident to discuss situation and what is needed and documents conversation and asks for RA
work with PM, legal and city code enforcement to come up with appropriate action plan
Have resident sign action plan, CM signs and provides resident copy and puts in resident file
If resident is not willing to sign Action plan, send follow up letter to resident outlining the agreement, include acknowledgement of receipt for the resident to return or send via USPS certified mail, upload all docs to resident file
document all conversations
conduct brief checks in with resident as outlined in action plan to verify continued compliance