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4. Moving In
[Accounting] - To verify the deposits made from the tenant & to communicate with leasing when paid in full, no exceptions unless requested via email and signed by management.
[Accounting] - Add the resident and the correct charges to Yardi, Rental Collection & Quickbooks.

(to be created) [Leasing] - To provide the resident with keys & complete the walk through inspection

(to be created) [Resident Success] - To send a the welcome email to all the residents that moved in that includes:
- management office contact information
- accounting office contact information
- what to do in the event of maintenance request
- what to do to file a complaint
- where to pay rent

[Resident Succuss] - Send the welcome text
Introduce the resident success manager,
Ask if they've moved in okay and how the process has been.
Find out what questions they have and make sure if something goes wrong or needs to be corrected, they know who to contact.

[Resident Success] - to message the landlord and notify them that the resident moved into their property and has a successful move in and attach the move in checklist inspection with link to photos. If they have questions, who to reach out to.

[Compliance] - Review the completion of the move in activities & close the gaps
- Did all the residents that moved in pay their first + last + key deposit in YRQ?
- Did all the leasing fees get charged & held back?
- Did all the residents that moved in get sent their welcome email?
- Did all the properties come with a move in inspection?
 

5. Moving Out
[Resident Success] - To send the 60 & 30 day lease notification with the option to renew or news that we will not be renewing their lease.

[Resident Success] - To notify the team of the results of the people who wanted to renew vs who didn't every monday.

[Resident Success] - To send the goodbye or transfer to new property email with a survey attached to review the property they lived in and the service received by management the day after move out and instructions on how to collect their key deposit.

[Resident Success] - To send the landlord an email letting them know a resident moved out of their property and attach the images.

[Leasing] - To complete the walk out inspection with the resident and to report the results to the team & collect the keys from the resident.

[Compliance] - To review the images and maintenance history to determine if there are charges that should be billed to the resident & to communicate the results to the leasing team & accounting team.

[Accounting] - To process the key deposit refund to the resident & prepare the invoices pertaining to move outs.

[Accounting] - To send the invoice to the residents for any outstanding charges.

[Compliance]
- Did we send the 60 day & 30 day lease notifications on the first business day of the month?
- Did we send the goodbye email on the day of move out?
- Do we have adequate images to support our move out inspection by the 2nd of the month?
- Have all the invoices been sent to the residents as of the 10th of the month for charges?

7. RESIDENT SUPPORT
a. Tenant Complains and submits a maintenance request
b. Mandy receives the email, gets permission from the landlord and adds it to yardi and asana to-do list.
c. Devon sends a message to mandy the night before confirming his hitlist for the next day.
d. Mandy reaches out to the residents to confirm the appointments and confirms with Devon.
e. Devon completes the job and adds it the columns: ready for closing, needs specialist, or needs landlord approval.
f. Mandy takes action on these items, if more repairs need to get made, mandy adds them to the to-do list.
g. After the project is completed in full, Mandy sends the link to the satisfaction survey.




ROLES
Compliance = Graeme / Javon
Accounting = Karen
Leasing = Christian
Lease Assist = Kricia
Resident Success = Ken
Maintenance = Mandy
Handyman = Devon

CALENDAR & CRITICAL DATES [TREASURE HUNTING]

Last day of the month - Rent reminders go out
1st of the month - At end of the day, Karen needs to upload a list of non payments (update every day)
2nd of the month - Text message follow up
3rd of the month - Phone call follow up
4th of the month - Door knocking
5th of the month - Eviction notice

When we follow up, the goal is to understand the resident. What happened to them, are they alright, what day should we tell the landlord to expect the payment, thank them for the help and let us know if there are any problems at the property.

WHAT DATE WILL YOU BE PAYING?

















 

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