004 MOVING OUT
This procedure should be used when one of our existing residents send us a notification saying that they'd like to move out of our units. Or we mutually agree to end the tenancy due to whatever reason.
If at any time during this process the resident decides to stay, please stop and notify the team that it was a false alarm.
FIRST CALL RESPONSE
First Responder
ON MOVE OUT DAY
1. Support
2. Accounting
3. Leasing
4. Compliance
FIRST CALL RESPONSE
1. After you receive the request via e-mail, find out the reason.
A. Reach out to the tenant,
B. Find out why they'd like to move out and try to solve their problem, if they disagree,
C. Please ask them to propose a solution to their problem.
D1. If the solution costs less than $25
i. Agree and help the resident.
ii. Thank the resident.
iii. Document on the false alarm tracker [ACTION REQUIRED]
iv. Close the interaction.
D2. If the solution costs more than $25.
i. Document their plan
ii. Confirm your understanding of their proposed plan to them.
iii. Let them know you will personally follow up with them on this item within 5 - 10 business days.
iv. Thank you, close interaction.
V..Congratulations, you found a yellow flag! Please bring this call recording to the team meeting on Monday.
F. If the tenant still wants to move out, ring the Move Out Alarm.
i. Thank the resident for being with us for the time they stayed.
ii. Close the interaction
SUPPORT
UPON NOTIFICATION
1. Send the move out package to the resident.
Find the email template here [ACTION REQUIRED]
** Make sure the tenants know that we're booking showings and this is a 24 hour notice every day for the next 60 days,
Find our Tenant Move Out Policy by clicking here [ACTION REQUIRED]
You can find the exit interview by clicking here [ACTION REQUIRED]
2. Send an [LC3] Communication to the landlord.
You can find the [LC3] Landlord Anticipating Vacancy template by clicking here [ACTION REQUIRED].
3. File the N11
Access the Guide to Docusign by visiting the System Guides or clicking here [ACTION REQUIRED]
Save the completed N11 in our Master Folder
- Save it in move outs
- Save it in the folder for the property specifically
ON MOVE OUT DAY
4. Send a Goodbye Message
Thank the resident for their stay and wish them luck in their new home!
ACCOUNTING
UPON NOTIFICATION
1. Update the Tenants in our Systems
Add their move out date to the accounting calendar [ACTION REQUIRED].
Add the move out date to rent collection
Set their move out date in Yardi
Set their remaining future invoices in Quickbooks
ON MOVE OUT DAY
2. Send Their Rental History Summary
A. In quickbooks, export the tenant receipt history.
B. Verify the receipt history for any gaps in months or discounted rental months, investigate & correct before proceeding to the next step.
C. Save these historical receipts in the correct folder [ACTION REQUIRED]
D. Send the history to the tenant.
E. Save the history in the property file folder.
F. Send a text message notification to ensure the tenant moved out successfully.
G. Send a notification to the landlord to let them know the tenant moved out successfully.
UPON RECEIPT OF THE QUALITY ASSURANCE REPORT
3. Send Their Final Invoice
Prepare the invoice to accompany the quality assurance report and send it to the resident.
LEASING
UPON NOTIFICATION
1. Schedule the Move Out Inspection
Add a media day to the calendar 1 - 2 days after scheduled move out [ACTION REQUIRED].
2. Update the TAM Directory.
Update the vacancy list
Update the tenant move out date
3. Get Rent Ready
Prepare the listing media and advertisements
Update the leasing agent's schedule
Prepare the Quality Assurance Folder for final inspection [ACTION REQUIRED]
4. Prepare for Quality Assurance
Prepare the Folder to upload before and after photos
5. Complete the Move Out Inspection
Walkthrough property and take the photos after move out.
Upload the photos to the correct folder [ACTION REQUIRED].