Reports
When do we enter memos and what are the details that should be entered?
When any resident communication happens.
We enter who, what, when, where and why.
Hannah just let us know she has purchased a house and needs to terminate her lease. What information needs to be considered and/or shared with her as she gives us her written notice?
Written 60-day notice, termination fee, repaid concessions (as applicable), when TLF is due, any move out procedures specific to the community.
Shoshana called to inform you that her A/C unit is not working. How should you respond?
Ask follow up questions to get as much detail as possible. Ask her to turn thermostat off. Ask if maintenance has PTE. Enter the service request.
What is the monthly fee structure and their corresponding dates?
4th - Late Fee ($200 rent + $25 utilities)
5th - 30 Day Notice ($25 if not signed)
5th of following month - File for evict ($245)
Katie is reaching out to her January renewals. She should reach out at least this many times a week until all leases have been countersigned or placed on notice.
Once/week
During office hours, we want to respond to queue items in this amount of time.
Within 1 hour
It's January 15th, Charlie comes into the office to fill out a notice for his lease expiring March 10th. What is his "responsible to"/move out date?
March 15th
Desi just moved in and put in a work order that says "light bulb and outlet not working." How should you proceed?
Call resident to verify which light bulb and outlet aren't working and transfer details to service request for maintenance.
What is a 30 Day Notice of Non-Payment? (previously known as 5 Day)
A legal notice that a landlord sends to a tenant, informing them that their rent is past due and they have only 30 days to pay the full amount owed, or they will face eviction proceedings.
What determines resident retention or turnover?
Condition of community, office staff responsiveness and communication, maintenance response times
Rose is wanting to calculate her bonus for this month. She looked in this report to find out how many move ins she had last month.
Resident Activity
Marnie is placing her notice to vacate for her lease expiration on February 13th 2025. Marnie's rent is $1,100... what is her prorated rent for February?
$510.71
Mimi-Rose has questions about her monthly charges, what is the first thing you should do?
Verify name and apartment number (if you don't already know)
Pull up his ledger to review.
How late can a resident pay to stop an eviction?
Once the writ is filed
Why is it important to have residents renew their lease?
Maintains occupancy and saves on maintenance costs.
This percentage is expected to convert from tours to applications.
35%
Jessa emailed her notice of intent to vacate at the end of her lease, but did not give an exact reason why. What should the leasing agent do when they receive the notice?
Confirm receipt of notice and follow up on reason why to determine if tenant occupancy can be saved. If not, enter notice and send NTV details.
Ray called to let us know that he found his car broken into. How do you proceed? What follow up questions do you ask?
Show empathy, and ask questions.
What time? Any damage? Anything stolen? Was this reported to the police?
Ask him to come in to fill out an incident report.
Gather photos.
What is a Writ of Restitution?
"Enforcement Order of an Eviction"
Allows constable to remove tenant from the home, and landlord to change locks.
What is the latest date a renewal can be signed?
A resident has until the end of the business day on their lease expiration to sign a lease.
Adam is looking to have his storage unit removed from his lease. He needs to give notice of this many days.
30 Days
Laird's lease expires on January 1st but came in to enter notice on November 15th. What would the next steps be?
Inform resident of financial responsibility past lease expiration (MTM charges).
Notify ACM that this tenant's notice has been entered and will need MTM charges.
Elijah moved out 1 week ago and just called to ask why he was being contacted by a collection company for a balance he owes. How should you respond?
Inform and reassure him of the following:
We no longer accept payments in office, so a Resident Advocate from a 3rd-party agency will contact them to try to collect payment for 90 days before it is sent to collections.
How long are we required to hold a tenants belongings once we receive possession of the apartment?
14 days
Tad's lease expires on January 9th and he wants to go month-to-month for one month, what do you tell him?
Inform him that he will need to enter his 30-day NTV on January 9th.