MAKE-READY STATUS REPORT SOP: 5000-1...MAKE-READY STATUS REPORT SOP: 5000-1 APT TYPE M/O DATE M/I DATE PEST PRE PUNCH PAINT SPECIAL WORK CLEAN CARPET INSPECT READY STANDARD OPERATIONS

STANDARD OPERATIONS AND POLICY MAINTENANCE & RISK MANAGEMENT

REVISION – 03/01/03 PAGE 1 OF 1

MAKE-READY STATUS REPORT SOP: 5000-1

APT

TYPE

M/O DATE

M/I DATE

PEST

PRE PUNCH

PAINT

SPECIAL WORK

CLEAN

CARPET

INSPECT

READY

STANDARD OPERATIONS AND POLICY

MAINTENANCE & RISK MANAGEMENT


PAINTING MAKE-READY CHECKLIST SOP: 5000-2

Apt #: ______________________ Move-In Date: _____________________________

Assigned for: ____________________________________________________________

Paint Ceilings ____________ Touch Up Paint Full Paint

Pre-Painting

Remove nails, ceiling hooks Fill holes Complete minor sheet rock repairs Remove switch plate and receptacle covers Carefully remove draperies, mini-blinds or vertical blinds and store properly

Painting

Spray paint vent covers with approved color/finish (i.e. white/gloss) All fire sprinklers are appropriately covered prior to painting Entire apartment to be painted Touch-up to be completed as directed by Management Paint closets Paint ceilings as directed by Management Paint entry door Paint doors, kitchen, and bathrooms in semi-gloss as directed by management Spray-paint fireplace screen and/or fire box Paint baseboards in semi-gloss as directed by management

Clean-Up

Spills, drops or overspray cleaned Replaced switch plate covers Lights and heating/air conditioning turned off (or set as required by Management) Apartment locked

Special Problems: ___________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________

Completed by: _______________________________________Date: _________________

Inspected by: ________________________________________Date: _________________




MAINTENANCE MAKE-READY CHECKLIST SOP: 5000-3

Apt #: __________ Move-In Date: ___________Assigned for: ______________________ Electrical

Storage light/security light Doorbell working properly Check all electrical outlets, switches & fixtures

Appliances – Check all appliances for proper working condition Refrigerator – ice trays, crisper top and trays; clean condenser, check door alignment, gaskets; level Stove/Oven – drip pans, broiler pan, light Vent hood fan Dishwasher (check seals) – racks, silverware basket, door aligned, rollers operable Disposal

Heating & A/C Working properly Coils clean/filter changed Air vents – working and clean Thermostat – loose or broken

Plumbing

Water heater working at capacity Check all valve stems and drains for leaks Aerator on all faucets Sink stoppers working properly Toilets flushing properly Showers working properly Caulk tubs – shower rods up

General

All cabinet doors & drawers working – knobs Bathroom medicine cabinet Closet rods & shelves in place Windows open/lock properly – check for glass replacement, screens & caulking Patio door slides/locks properly – check screens & caulking Door stops where needed Drapery rods/mini blinds working properly Wallpaper okay Tile okay Carpet okay Fireplace clean – grates, screens – damper operates properly Patio and entrance clean All locks working properly – correct number of keys on board Smoke detectors operating properly Fire extinguisher properly charged (if applicable) Locks changed, re-keyed or replaced

Special Problems: ______________________________________________________________________

______________________________________________________________________________________

Completed by: ___________________________________________________Date: _________________

Inspected by: ____________________________________________________Date: _________________




CLEANING MAKE-READY CHECKLIST SOP: 5000-4

Apt #: ___________________ Move-In Date: ___________________

Assigned for: ______________________________________________________________ Kitchen

Stove/Oven Vent hood and grease screen Refrigerator (pull out and clean behind) Dishwasher Wipe inside and outside of cabinets, drawers and pantry Clean countertops Clean sink and faucet Clean light fixtures Floors – sweep/mop/wax

Baths Remove decals from tub, walls, mirrors Clean tub/shower and tile Clean commode Clean vanity sink, faucet and counter-top Wipe inside and outside of cabinets, drawers and linen closet Clean medicine cabinet and mirrors Clean light fixture Floors – sweep/mop/wax

General Interior – Living Room, Dining Room and Bedrooms

Clean windows and patio doors inside & out (bottom floors) Clean all light fixtures A/C closet cleaned Dust baseboards, ceilings, drapery rods & HVAC vents Vacuum carpet Hang drapes Clean mini-blinds

General Exterior

Sweep storage area and patio Sweep entry/breezeway Sweep cobwebs off exterior light fixtures Clean entry door Lights and heating / AC turned off (or set properly as required) Apartment locked

Special Problems: ______________________________________________________________________

______________________________________________________________________________________

Completed by: ___________________________________________________Date: _________________

Inspected by: ____________________________________________________Date: _________________




SOP: 5000

MARKET-READY PROCEDURES

Grand Peaks Property Management strives to improve the value of its communities through daily attention to detail. This standard of professionalism is evident in the appearance and readiness of the market-ready apartment home.

Less time taken to prepare a vacant apartment home for occupancy minimizes the amount of rental income lost. Inspection of the apartment after receipt of the notice to vacate is recommended, which allows for pre-scheduling of the make-ready process. A customer should never be turned away because no market ready apartments are available to show. Upon or prior to move-out a Grand Peaks representative should use a Move-In/Out Inspection SOP form to note items that are in need of repairs. This form should be used as a tool for tracking the cost of repairs (outside normal wear and tear) that will be billed back to the resident and recorded to the dispositions.

Market-Ready Standards

It is vital that all vacant apartments be refurbished to a standard that appeals to any and all customers. The standards include the following items:

• A thorough cleaning emphasizing a hygienic sparkling finish on all surfaces, fixtures, and enclosed spaces. A Grand Peaks Property Management market-ready apartment home should pass the “white glove” test from floor to ceiling (including the patio, garage and storage).

• Walls, trim, and ceilings appear freshly painted. This may require a full or touch up paint job. The entry door is also included in the painting process if necessary.

• The hardware for all doors, windows, and locks is functioning properly.

• The completion of a comprehensive maintenance inspection: correcting inoperable or defective fixtures, appliances, receptacles, switches, HVAC, plumbing, etc.

• New air filters installed for HVAC system.

• All nails, hooks, and resident add-ons removed.

• A fresh appealing smell is prevalent throughout the apartment home.

• Inspect all trim, walls, and carpeting for pet damage and/or odor. Correct if necessary.

• Carpeting is repaired, cleaned, and freshly vacuumed. Carpet may be replaced with approval from the Regional Property Manager.

• Tile, vinyl, and other floor covering is repaired, if necessary, and cleaned.

• Tub/shower enclosures re-caulked and cleaned; mold, mildew and discoloration are removed.

• Wallpaper is cleaned and repaired or removed as necessary.

• Pest extermination updated, if necessary.

• Door and mailbox locks re-keyed, changed with another vacant apartment and/or replaced.

Market-Ready Protocol

Below are some guidelines to follow to ensure that all vacant un-leased or pre-leased apartments are maintained in a consistent fashion.

Windows and doors of vacant apartments must be locked at all times when unattended. Doors and windows should open and close easily, seal tightly, and secure and lock properly.

Maintain a consistent, standard moderate temperature in all unoccupied apartments. For heat, the suggested setting for the temperature is 65 degrees. For air-conditioning, the suggested setting the temperature is 75 degrees.

Water heaters should be adjusted to the minimal level and temperature during vacancy.




Market-Ready Procedures, SOP 5000- continued

If the market ready apartment will not be shown to customers, you may consider flipping the breakers to shut off power and save on the electric usage (unless it is the winter time and there will be freezing pipes). It is advised that the refrigerator remain on at all times, to prevent damage or decay. Be sure to turn power back on in advance of showing the apartment or turning over to a new resident.

Close all blinds to reduce sun damage to the apartment and prevent others from seeing in and learning that the apartment is unoccupied.

Vacant apartments should be inspected daily to remove advertising circulars, newspapers, etc. from the entryway which can red flag the apartment as unoccupied.

Market-Ready Process

The market-ready process should be completed within three to five working days. Community Managers and Maintenance Supervisors must coordinate efforts to ensure limited turnaround time and adherence to Grand Peaks Property Management standards of readiness. Ultimately, Community Managers are to make the final determination, by physical inspection, as to whether or not an apartment home is “market ready.” Any and all work completed by outside sources should be inspected for satisfaction and completeness prior to submitting invoices for payment.

Several forms have been designed to assist in the market-ready process. Each is an important tool in creating the perfect Grand Peaks Property Management Market-Ready Vacant Apartment Home.

Market-Ready Status Report or Board, SOP: 5000-1: This form guides the Maintenance personnel through the market-ready process. It outlines each of the necessary steps for making an apartment ready for occupancy beginning from the date a notice to vacate is received. Community Managers should list all vacant apartments grouped by type, in the first column. The subsequent columns require a date of completion and initials of the persons responsible for each step. As each step is completed, it is imperative that the Market-Ready Status Sheet or a Market-Ready Status Board be utilized in the management office. The form, board or computer may be modified to fit each community’s specific needs; however, it must be kept updated at all times. The Market-Ready Status Sheet is displayed in an area that is accessible by management, leasing, and maintenance associates. RealPage also provides a market-ready status form which may be use instead of the Market-Ready Status Report or Board.

Painting Make-Ready Checklist, SOP: 5000-2: This form is utilized as an assignment and inspection sheet for the painting crew assigned to the vacant apartment home. Community Managers complete the top portion of the Painting Make-Ready Checklist and check any pertinent items. The responsible party for the painting phase completes the checklist and returns it to the Community Manager for inspection.

Maintenance Make-Ready Checklist, SOP: 5000-3: This form is utilized by the maintenance person providing the “punch out” activities for the vacant apartment home. The punch-out activities include all items not covered by the painting and cleaning portions. The Maintenance Supervisors are responsible for adherence to the quality standards of Grand Peaks Property Management. Community Managers fully inspect the vacant apartment home prior to signing off on the Maintenance Make-Ready Checklist.

Cleaning Make-Ready Checklist, SOP: 5000-4: This form is utilized by the cleaning person(s) to ensure adherence to the Market-Ready Standard. Each item on the Cleaning Market Ready Checklist is completed and signed off by the responsible party and then submitted to the Community Manager for final inspection.




SOP: 5005

OCCUPATIONAL SAFETY & HEALTH

ADMINISTRATION (OSHA)

The purpose of OSHA is to assure healthful working conditions for every working person in the nation. Grand Peaks Property Management does its part by informing employees of rights to work in a safe environment and providing the tools and knowledge needed. When ordering supplies, always request that a Material Safety Data Sheet (MSDS) accompany any hazardous or toxic materials including but not limited to cleaning supplies, pool chemicals, liquid drain openers, etc. All MSDS sheets are to be kept in a red binder next to the chemicals and accessible to all employees. Whenever a new shipment of supplies arrives, the Maintenance Supervisor is to update and/or purge the MSDS sheets. Grand Peaks Property Management requires all personnel working with or around chemicals to read all MSDS sheets for safe handling, storage and cleanup. All secondary bottles, containers, etc., must be labeled identifying their contents, approximate warnings, and name and address of manufacturer. All communities have the following items available for employees’ use: respirator, goggles, rubber gloves, rubber smock, rubber boots and storage cabinets, as necessary. Required posters shall be displayed in maintenance work areas or in other locations that are accessible to all employees (see the Human Resources Department for orders). The mandatory OSHA Log 200 containing all workers’ compensation injuries for the year shall be displayed in the MSDS Book located in each office. HAZARD COMMUNICATION & TRAINING PROGRAM

Grand Peaks Property Management strives to comply with the OSHA Hazard Communication Standard, Title 29 Code of Federal Regulation 1910.1200. This program applies to all work operations within the company, particularly in environments in which employees may be exposed to hazardous substances under normal working conditions or during an emergency situation. Employees are informed of the contents of the Hazard Communication Standard, the hazardous properties of chemicals with which they work, safe handling procedures and measures to take to protect themselves from these chemicals. They are also informed about the hazards associated with non-routine tasks, such as the cleaning of reactor vessels, and the hazards associated with chemicals in unlabeled pipes. The Community Manager and Maintenance Supervisor, with the help of Regional Property Manager, is responsible for ensuring and maintaining a Hazard Communication and Training Program in the region.




Occupational Safety & Health Administration (OSHA), SOP 5005 – continued

MATERIAL SAFETY DATA SHEETS (MSDS)

MSDS sheets provide employees with specific information on chemicals used. Maintenance Supervisors maintain a red binder with an MSDS sheet on every substance on the list of hazardous chemicals. The MSDS is a fully completed OSHA Form 174 or equivalent. MSDS sheets are made readily available to each employee at all times in the community management office. Maintenance Supervisors are responsible for acquiring and updating MSDS sheets. If necessary, the Maintenance Supervisor contacts the chemical manufacturer or vendor if additional research is required or if an MSDS has not been supplied with an initial shipment. LIST OF HAZARDOUS CHEMICALS Maintenance Supervisors maintain a list of all hazardous chemicals and related work practices used in the community and updates the list as necessary. The list of chemicals identifies all of the chemicals used in, on or around the community. A red MSDS binder and OSHA poster listing all of the chemicals is located in the maintenance area visible toe very employee. Each poster identifies the corresponding MSDS for each chemical. LABELS AND OTHER FORMS OF WARNING

Maintenance Supervisors ensure that all hazardous chemicals are properly labeled and updated, as necessary. Labels list as least the chemical identity, appropriate hazard warnings and the name and address of the manufacturer, importer or other responsible party. Containers shipped to communities are checked by Maintenance Supervisors to make sure they are labeled properly. If there are a number of stationary containers within a work area that have similar content and hazards, signs are posted on them to convey the hazard information. These written materials are available for each employee. If a chemical is transferred from a labeled container to a portable container that is intended only for immediate use, no labels are required on the portable container. Pipes or piping systems are not labeled, but the contents are described in the training sessions. TRAINING

Every employee who works with or is potentially exposed to hazardous chemicals views the initial training video on the Hazard Communication Standard and the safe use of those hazardous chemicals in the New Employee Orientation (available through e-University).




Occupational Safety & Health Administration (OSHA), SOP 5005 – continued In addition, regular safety meetings are used to review the information presented in the initial training. The training emphasizes the following:

• Summary of the standard and this written program.

• Chemical and physical properties of hazardous materials (e.g., flash point, reactivity) and methods that can be used to detect the presence or release of chemicals (including chemicals in unlabeled pipes).

• Physical hazards of chemicals (e.g., potential for fire, explosion, etc.).

• Health hazards, including signs and symptoms of exposure, associated with exposure to chemicals and any medical condition known to be aggravated by exposure to the chemical.

• Procedures to protect against hazards (e.g., personal protective equipment required, proper use and maintenance; work practices or methods to assure proper use and handling of chemicals; and procedures for emergency response).

• Working procedures to assure protection when cleaning hazardous chemical spills and leaks.

• Where MSDSs are located, how to read and interpret the information on both labels and MSDS and how employees may obtain additional hazard information.

The Regional Property Manager or designee reviews the training program and advises the Vice President on training or retraining needs. Retraining is required when the hazard changes or when a new hazard is introduced into the workplace, but it is company policy to provide training regularly in safety meetings to ensure the effectiveness of the program. As part of the assessment of the training program, Maintenance Supervisors obtain input from employees regarding the training they have received and their suggestions for improving it. CONTRACTED VENDORS AND/OR EMPLOYEES

The Community Manager or Maintenance Supervisor advises outside contractors in person of any chemical hazards that may be encountered in the normal course of their work on the premises, the labeling system in use, the protective measures to be taken, and the safe handling procedures to be used. In addition, Maintenance Supervisors notify these individuals of the location and availability of the MSDS. Each contractor bringing chemicals on site must provide the appropriate hazard information on these substances, including the labels used and the precautionary measures to be taken in working with them chemicals. All employees, or their designated representatives, can obtain further information on this written program, the hazard communication standard, applicable MSDSs and chemical information lists by contacting the community’s Maintenance Supervisor. FAILURE TO ADHERE TO OSHA REGULATION Employees who fail to adhere to OSHA regulations including but not limited to not wearing the proper safety equipment, not adhering to the safe handling and storage guidelines, etc. will receive disciplinary action which may result in termination of employment.




SOP: 5010

KEYS AND LOCKS

The Service Supervisor should strive to maintain an inventory of key blanks and new lock sets at all times. No apartment home locks shall be mastered. The only exception is vendor locks only used during the turnkey process while the apartment is vacant. A key code log shall be maintained at each community and placed in a separate area away from the locked key box. Apartment numbers are not be used for key codes. Vacant Apartments

One of the following must be done prior to the move in of a new resident:

• Re-key each lock

• Exchange each lock with one from a vacant apartment

• Replace each lock with a new one Locks should not be changed on an apartment that has been vacated with rent paid and time remaining on the lease unless keys are surrendered by the resident. Should a resident move out prior to the end of the lease and is paid through the term, the resident retains legal right of access to that apartment. In addition, locks should not be changed on an apartment under eviction until the courts have legally granted Grand Peaks Property Management possessions of the apartment. The Community Manager is responsible for assigning lock changes for all vacant apartments. Occupied Apartments

Lock changes on an occupied apartment should never be performed without a written Service Request and approval from the Community Manager. Domestic disputes, break-ins, etc. may necessitate changing locks on occupied apartments. All parties listed on the Rental Agreement have legal access to the apartment and cannot be barred from the apartment without management direction and/or legal action. The cost of a deadbolt lock replacement is $45 (or as designated by the Regional Property Manager) and should be pre-paid prior to installation. The Community Manager is responsible for the final decision should a question or dispute occur. The Request for

Lock Change Letter, SOP: 5010-1, should be completed by the resident prior to installation of the dead bolt. Common Areas

It is occasionally necessary to change the locks of the common area entry doors. Key theft and employee turnover are just two of the reasons that may necessitate this type of lock change. Prior to changing locks of the common areas, the Community Manager should discuss the matter with the Regional Property Manager. Current copies of the Leasing Office keys (exterior and interior doors) are to be submitted to the Corporate Office by the Community Manager. Alarm codes should also be changed as employees transfer or leave employment.



REQUEST FOR LOCK CHANGE SOP: 5010-1

Resident Name/s: ___________________________________ ___________________________________ We/I __________________________________________________________hereby accept the

cost of a deadbolt lock for apartment home number _______________located at

_____________________________________________________________________________.

The above person or persons agree to the following:

• Give one key for dead bolt lock to the Community Manager to use in case of an emergency – fire, water leak, etc. – manager needs access to said apartment.

• Upon vacating said apartment, all remaining keys will be turned over to the Community Manager.

• Upon leaving the apartment, the dead bolt lock will be left behind and management will not absorb any cost of the dead bolt lock.

• The dead bolt replacement cost is $ __________ and must be paid prior to installation.

Date: _____________________________ Resident Signature: ________________________________________ Resident Signature: ________________________________________




SOP: 5015

ALARM & KEY SECURITY

It is the responsibility of each Grand Peaks Property Management employee to exercise all reasonable precautions to protect each apartment home from unauthorized entry. The security of keys should be taken seriously by all employees. Evidence of lax practices of key security is not to be tolerated and it considered grounds for employment termination. All new move-in residents receive two apartment keys and one mailbox key (unless more are requested due to the number of adult occupants on the lease) after all rent monies and deposits have been collected. Upon move out, all keys must be returned. A charge is to be deducted from the deposit if keys are not returned. If a resident is locked out and there is no spare key, a representative from Grand Peaks Property Management must accompany the resident to the apartment home and open the door with the office key. It is at the Community Manager’s discretion to set a rate for re-keying of locks, key copying, and after hours lock-outs for residents. Refer to Keys and Locks, SOP

5010, for further explanation. The following are standard Grand Peaks Property Management key security guidelines. It is the responsibility of the Community Manager and Service Supervisor to enforce these guidelines at all times. Any deviation desired may only occur with approval of the Vice President or President. Key Box

• Apartment keys, mailbox keys, and common area keys are to be neatly organized and well secured in a locked key box.

• Access to the key box should be restricted to authorized employees only. Authorization granted by the Community Manager and/or Regional Property Manager. Access to the key box and code sheets should NEVER be given to non-company personnel.

• A minimum of one apartment key and mailbox key should be kept in inventory for each apartment at all times. Should the community provide extra storage areas, garages, etc., keys for these areas are also required to be secured.

• A coded numbering system should be designed by the Community Manager for each apartment and the corresponding set of keys.

• The code sheets are to be kept securely away from the key box to help prevent access to the code system by unauthorized personnel.

• Numbers displayed on the keys, key tags, and key box should be the coded number only.

• Access to the code sheets is to be limited to authorized employees only. The Community Manager and/or Regional Property Manager can grant proper authorization.

• The key box is to be locked at all times when not in use.




Alarm & Key Security, SOP: 5015

Key Log

The Key Log, Form 5015-1 is used to track all individual apartment keys secured in the key box. Only authorized personnel may permit the use of an apartment home or community key by unauthorized personnel, vendors, or other outside parties.

• Every time a key is released from the key board, an entry must be made on the Key Log and the signature secured from the party receiving the key.

• The Key Log is to be maintained on a clipboard inside or next to the key cabinet.

• A file should be created to maintain signed Key Log sheets for a minimum period of three years.

• Positive photo identification should be secured from any outside party requesting a key to an apartment home.

• Residents must file written permission to release a key to any outside parties prior to key sign out. Only residents on the lease have legal access to the apartment.

• Finally, a key should never be given to any unauthorized individual. Vendors who fail to return keys at the end of the day are subject to a key change fee of $25 for each key not returned to the management office. If electronic key control system is used the vendor should be reminded they are subject to a $50 key change fee if the key is not returned by the end of the day. Alarm Security

Several Grand Peaks Property Management communities have alarm systems for common areas and/or apartment entry. The same type of precautionary measures that have been designed for the keys and key code system should be applied to the management of the codes for the alarms. The codes for the alarms are confidential. Alarm code information should only be shared with the necessary staff employees. The Community Manager should clarify proper disclosure with the Regional Property Manager prior to freely sharing the information. Alarm codes to the leasing office, clubhouse, and other common areas should be changed for staff turnover. The Community Manager may also coordinate lock changes as well as safe combination changes at this time, if necessary.



KEY LOG FORM SOP: 5015-1

DATE

NAME and VENDOR

APT. # TIME

ISSUED TIME

RETURNED

ED

FAILURE TO RETURN KEYS WILL RESULT IN A $25 LOCK CHANGE FEE. KEYS ARE TO BE RETURNED ON THE SAME DAY.



RE-KEY LOG FORM SOP: 5015-2

DATE

MAINT. TECHNICIAN CHANGED

APT. # WITH APT. #

ISSUED

KEY LOG UPDATED

FAILURE TO RETURN KEYS WILL RESULT IN A $25 LOCK CHANGE FEE. KEYS ARE TO BE RETURNED ON THE SAME DAY.



SOP: 5020

SWIMMING POOLS The swimming pool is the focal point of many Grand Peaks Property Management communities. Proper upkeep and maintenance is vitally important for marketing to prospective residents and appealing to our current residents. Operating dates are generally May 1st to September 30th; however, this may be amended due to geographical location. During the months of operation and peak usage, it is important that both management and service employees monitor the pool area. Cleanliness and safety are the two primary responsibilities in pool maintenance. Listed below are specific items that require constant attention from management and service employees.

• Pool rules should be posted clearly and legibly for all pool guests to view.

• Safety equipment is to be maintained and easily accessible to pool guests. Safety equipment would include: safety hook, life ring, buoys.

• Depth markings are to be clearly visible and placed on all sides of the deck or any reasonable location as required by local or state regulations and codes.

• The chemical balance of the pool should be checked a minimum of twice daily, morning and evening hours (including weekends). This prevents cloudiness and unsanitary conditions. A Monthly Pool Log, Form: 5020-1, noting all chemical balances and daily checks, is maintained daily by the pool technician. Record keeping requirements may vary due to local requirements.

• During the hours of daily operation, periodic inspections should be performed by both management and service employees. Inspection should entail checking for unattended children, broken glass, non-resident swimmers, overflowing trash, and pool rule violations.

• All gates and fencing should be maintained to prevent animals or children from wandering into the area. Gates and fencing should be repaired immediately if necessary.

• Gates must be self-closing and should be kept locked during non-pool areas.

• At the end of each business day, service or management employees should tidy pool furniture and other items.

• Umbrellas and pool furniture should be stored (if possible) if threatening weather is present.

• A file must be maintained of all pool inspections and current local requirements. A copy of the Health Department Inspection is to be sent to the Regional Property Manager.

• All local or state mandated codes and requirements must be strictly adhered to as necessary.

• Posting of pool permits should be displayed as required by the local ordinances.



MONTHLY POOL LOG FORM SOP: 5020-1 Month: ________________ Year: __________ Monthly Readings Calcium Hardness__________ Pool: __________________________________ Stabilizer _________________

Readings

Chemicals Added Back Wash

Water

Clear

Cleaned Note

By

TA

CH

PH

CH

Soda

Shock

Ash

Deck

Tile

Vac

Side

Pocket

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31




SOP: 5025

SERVICE REQUESTS

A service request received from a resident is an opportunity to display our grand expectations to

service excellence. Grand Peaks Property Management is committed to service excellence. Each service request is to be completed within 24 hours of receipt whenever possible (weekends and holidays excluded). Same day completion of service requests is the ultimate goal. Generally, service requests are to be scheduled and assigned in the order they are received. The exception to this guideline is the occasional maintenance emergency. An emergency is defined as a situation that poses an immediate threat to the safety of residents and/or the integrity of the grounds, buildings, and equipment, such as:

(Please note – this list is not comprehensive and should not be instituted as policy until

reviewed closely and property-specific emergency situations are included)

Fire: Call the fire department immediately. Let the fire department take charge of the

situation but be available to assist them as needed. Heat: If a resident complains of no heat or malfunctioning heat in the apartment, we must

respond with exterior temperature below 60˚F. Air Conditioning: If a resident with elderly or infant occupant complains of no air

conditioning or malfunctioning air conditioning, we must respond if interior temperature is above 80˚F.

Broken Window, Door, Latch, or Lock: All entries must be secured promptly. Frozen Pipes: When possible, thaw out pipes. If the pipes have burst, this is a high priority

issue that must be addressed immediately. All efforts should be made to stop water flow to prevent further damage.

Lock Out: Each community must create, implement and publicize a policy regarding residents who are locked out of their apartment. If it is your policy NOT to assist after hours, you must provide your residents with an alternative such as the number to a local locksmith.

Water Leak: All water intrusion is considered an emergency. Lack of Hot Water: Respond to all such requests immediately. No Electricity: Identify the source of the problem and repair if possible. If the utility

provider has shut off utility, assist in putting resident in touch with utility provider for service.

Suspected Gas Leak: Use a combustible gas detector, and proceed with caution, being sure to air out the space thoroughly before entering. Turn off any pilot lights and igniters. Extinguish all smoking materials. After all steps have been taken to determine the origin of the smell, notify the gas provider.

Refrigerator/Freezer Inoperable: This is considered a high priority item. If you are unable to remedy within 30 minutes, replace the appliance with a functioning refrigerator from the maintenance shop or another apartment.

Toilet Inoperable/Sewage Overflow: Respond to all such requests immediately. Garbage Disposal Jammed: Repair this at once if the sink is backed up. Animal in Apartment: Respond at once if a resident reports a strange or wild animal in the

apartment. You may need to call in an exterminator, licensed wildlife relocation officer or police officer to assist.

Noise Complaint: Respond at once and verify the noise. Depending on the situation it may be necessary to call the local authorities. Always follow up with the resident who phoned in




Service Requests, SOP: 5025 - continued

the complaint to ensure the local authorities took care of the situation and that the problem does not still exist. All incidents are to be documented on a the On-Call Log AND a Resident Communications form with the name of resident, apartment number, time and date of call and nature of complaint and given to the Community Manager first thing the following morning for corrective action. Never is an employee to put themselves in a dangerous situation. Use common sense and best judgment.

Lift Station: If a lift station fails to operate and indicator lights illuminate, attempts to restart the pumps should be made. If attempts fail, immediately notify a predetermined vendor for emergency service. In the interim, manually close valve to prevent further backflow.

PRIORITIZATION OF NON-EMERGENCY SERVICE REQUESTS PRIORITY 1 - URGENT

• (See list above)

• Items affecting the health and safety of the residents or possible damage to the property.

• Glass breakage, depriving the resident of security or heat.

• Items that would expose people to injury if left unattended. PRIORITY 2 – IMPORTANT

Important maintenance requests are those which are an inconvenience to the resident and affect the suitability of living conditions and comfort of the resident. Included are minor, but necessary, repairs, adjustments, and replacements, such as: broken toilet seats, missing towel bars, missing floor tile, kitchen exhaust fans. PRIORITY 3 – CURB APPEAL

Cleanliness of the grounds and public areas: lawn, laundry rooms, restrooms, recreation areas, sidewalks and stairs, etc. PRIORITY 4 – MARKET-READY PROCESS

Cleaning and repairing of apartments for occupancy, including interior building and fixture repairs, drapery and carpet cleaning, painting, etc. Extra attention to detail should be evident in all minor repairs and final clean-up. PRIORITY 5 – ROUTINE MAINTENANCE

Routine maintenance items are those of a cosmetic nature, such as replacing chipped tile, bent towel bars, etc. that are of a routine, minor, and non-hazardous nature. PRIORITY 6 – PREVENTIVE MAINTENANCE

Preventive maintenance actions are taken to maintain and enhance the value of the community. Refer to Preventive Maintenance, SOP: 5060, for a full description and suggested schedule.




Service Requests, SOP: 5025 - continued

General Guidelines

• All requests for service must be in writing. A Service Request, SOP 5025-1, should be input into the computer by one of the on-site office staff as soon as the request is reported.

• Two copies of the service request should be printed. Both are filled out completely (dates, time in, time out, materials used, type of work performed, etc.) by the technician performing the task. One copy is left with the resident or in an obvious place if the resident is not at home.

• The service request is then turned over to the Community Manager or Maintenance Supervisor who assigns it to a Maintenance Technician for completion.

• The person assigned the task of entering in OneSite the data of the completed service requests must enter the information in its entirety. Be as thorough as possible. Do not just list that the service request was completed; enter the actual work done. Attach the original service request.

• File a copy of the service request in the apartment’s maintenance service file.

MAINTENANCE SERVICE RESPONSE CARDS

The Customer Care Card, Form: 5030-1, should be left by the Maintenance Technician with every completed service request done in an occupied apartment. Refer to SOP: 5030. E-Mail or FAXING SERVICE REQUESTS

The ability of a resident to e-mail a service request is available through your community’s website on the www.grandpeaks.com internet site.




SERVICE REQUEST FORM - SAMPLE SOP: 5025-1




SOP: 5030

CUSTOMER CARE CARD

The Customer Care Card, Form 5030-1, is used to assess customer satisfaction with maintenance service. When a service request is completed in an apartment home, the Customer Care Card is left on the kitchen counter by the Service Technician. All return cards are routed to the President, Vice President, Regional Property Manager, Community Manager and others on the community staff. These cards are then returned to the Corporate Office for filing in the permanent community file. These cards can be ordered through the Corporate Office.



CUSTOMER CARE CARD SOP: 5030-1

In our continuing quest to meet your “GRANDEXPECTATIONS,” we would like to know if

your recent service request was completed to your satisfaction. Your opinion is important to us.

When you called in your service request, was the staff helpful and courteous? qYes q No How promptly was your service request handled? qImmediately q24 hrs. qWithin days qNot at all

Who was your Service Technician? _________________________________________________ Was a follow-up call made to ensure your satisfaction? qYes q No Was your apartment home left neat and clean after the work was completed? qYes q No

When you pay your rent, are you asked how everything is in your apartment home? qYes q No Does the staff know you by name? qYes q No Are you happy with your apartment home? qYes q No

What is your overall impression of our team? qExcellent q Good qFair q Poor Comments or concerns: __________________________________________________________________ ______________________________________________________________________________________

______________________________________________________________________________________ Thank you, Resident Name:_____________________________________________

Community: _________________________________Apt.#_________




SOP: 5035

AFTER HOURS SERVICE & EMERGENCY MAINTENANCE

Providing residents with 24-hour emergency maintenance service is perhaps the most important and valuable amenity that we offer. Given the nature of our business, Grand Peaks Property Management employees should be available 24 hours a day in the event urgent service is required or emergencies arise. After normal business hours, each community must have an individual available from both management and maintenance to be “on call” after normal business hours in the event urgent service is required or an emergency arises such as fire, theft, flood, lockout, damage to property, noise complaints, no heat, no water, criminal activity, etc.” Access to these individuals by telephone or reliable paging service is essential. The Community Manager is responsible for setting the on call schedule and communicating the schedule to the answering service and fellow employees.

Emergency Maintenance Guidelines and Procedures

On-call employees should maintain a professional demeanor for the extent of their scheduled on call period. Should illness or personal obligations arise that may interfere with an employee’s capacity to respond to an after hours emergency, the employee is responsible for notifying the immediate supervisor and/or Community Manager.

If a resident requests a maintenance employee’s assistance after hours regarding a non-emergency maintenance issue, the designated maintenance technician should respond in a manner deemed appropriate. Emergencies requiring an immediate response are:

• fire

• theft

• Any safety issues , acts of nature effecting damage to personal or community property

• criminal activity within the community involving persons or property

• noise complaints

• no heat, no water

Emergency service requests have been fully defined in Service Request Guidelines SOP: 5025.

However, the Community Manager may deem any after-hours situation an “emergency” and direct employees to respond accordingly.

All on-site personnel must be familiar with all systems and locations of shut-off valves and other important equipment. Each community is to have several color coded, laminated site-maps diagramming the locations of shut off valves, clean out valves, irrigation, electrical shut offs, etc. If the Community Manager has any doubt where the valves, etc., are located, it is vital that the Regional Property Manager be contacted to ensure that the Community Manager is aware of these locations.

The on-call emergency person is to telephone 911 immediately and then notify a supervisor and Regional Property Manager in the event of a fire, flood, death, etc.

All noise complaints must be responded to and verified. If necessary, the local authorities may need to be called to respond. In such instance, the on-call maintenance person is to verify the

noise, call the local authorities, and follow up with the resident who phoned in the complaint to

ensure the local authorities took care of the situation and that the problem does not still exist. All incidents are to be documented on a the On-Call Log AND a Resident Communications form with the name of resident, apartment number, time and date of call and nature of complaint and given to the Community Manager first thing the following morning for corrective action. Never is an employee to put themselves in a dangerous situation. Use common sense and best judgment.




After Hours Service & Emergency Maintenance SOP: 5035 – continued

Duties and Responsibilities of the “On-Call” Employee All on-call personnel must be able to answers to the following questions, if applicable, and all information is to be recorded in detail and made available to the on-call employees in the maintenance section of the Product Knowledge Book.

• How to turn off the fire alarm system bell

• How to turn off the sprinkler system in hallways

• How to turn off the water main to the buildings

• How to turn off water to each wing or tower

• How to turn off water to each apartment

• How to turn off circulating motors, swimming pools and all 220 volt equipment at time of an electrical power outage

• How to properly clean and backwash swimming pool equipment while in operation

• How to properly set and run automatic lawn sprinkler system

• How to call for help from the Regional Property Manager, maintenance personnel, Alarm Company, Grinnell Fire Systems, Simplex, etc.

• The on-call professional must be familiar with approved contractors such as plumbers, electricians, and water extraction services and have the telephone numbers available at all times while on duty.

The on-call professional is expected to assess service situations and make appropriate decisions to correct the problem and satisfy the resident.

• The on-call professional is required to keep his or her pager properly charged, operational and in the “on” position when on call.

• The on-call professional is expected to respond to all pages within 15 minutes of receipt.

• The on-call professional must telephone the resident immediately to further assess the situation and determine whether it constitutes an emergency.

• If the on-call professional determines that an emergency exists, he or she must respond accordingly.

• If the on-call professional determines that the request is not emergency in nature, he or she should schedule the work for on-duty hours and let the resident know the status of the situation.

• The on-call professional must determine whether a situation is an emergency or not, NOT the answering service.

• The on-call professional must have access to a telephone within 15 minutes of a page.

• The on-call professional must have the telephone numbers of the Regional Property Manager, Community Manager and Maintenance Supervisor available at all times while on duty.

• The on-call professional must have reliable transportation as well as current automobile insurance and a valid drivers’ license if a vehicle is used while on-call.

• The on-call professional must be able to be on the property within 30 minutes of a page.

• The on-call professional must be alert and ready for duty. He or she must not consume alcohol when on-call or be under the influence of drugs.




After Hours Service & Emergency Maintenance SOP: 5035 – continued

• The on-call professional must wear his or her photo identification badge, visible at all

times, when responding to a service request.

• The on-call professional must know the location of and have access to keys and the master resident list and/or resident lease files.

• The on-call professional must have access to the maintenance shop and required tools.

• The on-call professional must know the location of all plumbing, electrical and mechanical cut-offs and disconnects.

All calls are to be documented on the on-call log, SOP #1215-3 and given to the Community Manager for necessary action.



SMOKE DETECTOR MOVE-IN INSPECTION Form SOP: 5040-1

Community: ____________________________________________________________ Apartment Home Number: _____________________ Location of Smoke Detector/s: _________________________________ _________________________________ _________________________________ _________________________________ On _______________________, the smoke detector/s in the apartment noted above was inspected and found to be in working order. Inspected by: ___________________________________________Date: ___________ Title: ________________________________________________________________________



LOCAL ORDINANCE ON SMOKE DETECTOR INSPECTION SOP: 5040-2

Fire District: _____________________________________________________ Contact Name: _____________________________________________________ Telephone Number: _________________________________ Required frequency of inspection: __________________________________________ Notes: __________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________



SMOKE DETECTOR SYSTEM INSPECTION FORM SOP: 5040-3 Community Name: ____________________________________ Date: _____________ Address: _______________________________________________________________

Apt.

Date Detector Checked

Semi-Annual

Date Battery Replaced Annual

Modification, Defects or Repairs and Comments

Inspected by

Date



ANNUNCIATOR SYSTEM INSPECTION FORM SOP: 5040-4 Community Name: ____________________________________ Date: _____________ Address: _______________________________________________________________

Bldg. No.

Date Inspected


Inspected by



ALARM SYSTEM INSPECTION FORM SOP: 5040-5 Community Name: ____________________________________ Date: _____________ Address: _______________________________________________________________

Bldg. No.

Date Inspected


Inspected by




NATIONAL FIRE PROTECTION AGENCY SOP: 5040-6 National

Smoke detectors receive their primary operating power from the building electrical systems to include monthly testing. Secondary power supply shall use “long life batteries to include a ampler” signal if batteries are removed. When primary power supply is battery (with no secondary source) a monthly test is required. Such alarms should include au audible tamper signal. Alarms are located adjacent to every sleeping area. Apartment buildings of three or more stories or 11 or more apartments shall have a fire alarm system with the exception of those apartments equipped with automatic sprinkler systems. Where annunciators are used, control panels must include audible and visual signals. HUD Requirements

Owners are responsible for installing, inspecting and replacing smoke detectors and batteries immediately upon notification by the resident. Washington Requirements

Smoke detectors may be battery operated but must contain “long life” batteries. As of January 1, 2011, all newly constructed buildings classified as residential occupancies will be equipped with carbon monoxide alarms, and all other buildings classified as residential occupancies will be equipped with carbon monoxide alarms by January 1, 2013. The maintenance of a carbon monoxide alarm in a building where a tenancy exists, including the replacement of batteries, is the responsibility of the tenant, who shall maintain the alarm as specified by the manufacturer. Texas Requirements

Smoke detectors installed may be battery powered if installed prior to September 1, 1987 and to contrary to any other local ordinances. This compliance excludes any “common law” remedies if the landlord complies with maintenance inspections and repairs to include that every rental apartment must have an operating smoke detector at the time the resident moves in. The landlord must inspect or repair smoke detectors (except provide batteries) at any time requested by the resident. Documentation is required to substantiate landlord’s requirements. Oregon Requirements

Smoke detectors may be battery operated but must contain “long life” batteries. Landlord to replace these with “hard-wired” system by the year 2002.




Florida Requirements

In buildings other than those equipped with an existing, complete automatic smoke detection system, approved single-station smoke alarms (smoke detectors) shall be required to be installed outside every sleeping area in the immediate vicinity of the bedrooms and on all levels of the dwelling unit. Note the smoke detector is required to be hard wired from the household current or a system smoke detector can be used as long as it operates to function in the same manner as single-station or multiplestation smoke alarm. On smoke detectors that are wired to 110 volt household current

in service without secondary (standby) power source shall be permitted. Colorado Requirements

Smoke detectors are required in all sleeping areas. Primary power must be “hard wired” for all properties built after 1991. Battery operated detectors must be operational at time resident takes possession. “Long life” batters are required. Annual inspections are required in Denver and Colorado Springs.



SMOKE DETECTOR AGREEMENT FORM SOP: 5040-7

This is an addendum to the Lease Agreement between Grand Peaks Property Management, Inc.,

hereinafter called “Manager”, and ______________________________________, hereinafter

called “Resident” regarding the smoke detector(s) in apartment number ____________________.

SMOKE DETECTOR INSTALLATION AND APPROVAL

A Battery Powered Ionization Smoke Alarm or an AC direct wired smoke detector has been installed in the apartment occupied by Resident. Installation of the smoke detector device is the responsibility of the Landlord. Maintenance of the device, including the replacement of batteries, is the responsibility of the Resident. Failure to install, failure to maintain, or removal of the device is punishable, per the laws of the State of _________________________, by a fine of not more than $_______________.

CERTIFICATION OF RESIDENT

Resident has inspected the smoke detection device(s) located in the above referenced apartment and acknowledges it is operational at the time of occupancy. Resident further acknowledges that he or she has been shown how the device(s) is/are tested and to be maintained and acknowledges responsibility to maintain the device(s) as specified by the manufacturer at Resident’s expense. Resident agrees to the tenancy and not to remove, disconnect or otherwise interfere with the device(s) and its/their operation except in the course of repair and maintenance, in which device(s) shall promptly be placed in working order. Resident: ________________________________________________Date: ______________

Resident: ________________________________________________Date: ______________ Resident: ________________________________________________Date: ______________

Management Representataive: ______________________________Date: ______________




SOP: 5040

FIRE SAFETY DEVICES

Most fire districts require inspection and repair or replacement of smoke detectors, fire extinguishers and interior sprinkler systems. Fire safety is a critical element in Grand Peaks Property Management’s policy for the safety of residents, employees and community property. It is the responsibility of the Community Manager to maintain documentation in each lease file using a Smoke Detector Move-In Inspection Form: 5040-1, confirming the smoke detector was inspected and fully operational on the date the resident moved in. Community Manager’s Maintain Fire Safety Devices File Containing:

A record of contact to the local fire department on Local Ordinance on Smoke Detector

Inspections Form: 5040-2, showing the name of the district, contact person, telephone number and frequency of inspections. A copy of the local ordinance as provided y the fire district (or a letter requesting a copy of the ordinance). A copy of Smoke Detector System Inspection Form: 5040-3, to document physical inspection. All older battery operated smoke detectors and hard-wired detectors with battery backup should be checked semi-annually. If annunciators are required (usually in high rise communities), in addition to the documentation listed in item 2 above, inspections must be completed by an authorized company and listed on Annunciator System Inspection Form: 5040-4. Alarm systems are generally required by local ordinance when buildings have ten or more units or are three stories or greater. These are automatic detection alarms and communication/extinguishing systems installed in common areas in addition to apartment smoke detectors. In addition to the documentation required in item 2 above, inspections must be completed by a company certified to do so and listed on Alarm System Inspection Form: 5040-

5. The national Fire Protection Agency requirements as well as several state regulations are outlined on National Fire Protection Agency Form: 2340-6. Communities with fire extinguishers should maintain and inspect such equipment in accordance with local or state requirements.




SOP: 5045

TWO-WAY RADIO PROTOCOL

When communicating via two-way radios, it is important to maintain professional behavior as well as to abide by Federal Communication Commission (FCC) regulations. Every employee will abide by the FCC regulations as well as Grand Peaks’ guidelines for appropriate behavior. Here are some suggestions for appropriate behavior:

• Use the radios only for professional, work-related conversations.

• Avoid using the radios at all unless absolutely necessary.

• Transmissions should be brief.

• Be aware that others, including your customers, may be within earshot of the radios that pick up your transmissions.

• Airwaves are public. Guard your residents’ and customers’ privacy and confidentiality at all times. Do not transmit customer names, apartment numbers, telephone numbers, alarm codes or personal information at any time.

• It is advisable to develop a “code” system with the management office. For example, “411” means, “Please call the office for more information”.

• The use of offensive and vulgar language over the radio is terms for immediate termination.

Below is a list of 10-codes that are suggested to use at your community:

10-0 = Caution 10-25 = Can you contact __ 10-1 = Receiving poorly 10-26 = Disregard last info 10-2= Receiving well 10-27 = Moving to channel __ 10-3 = Stop transmitting 10-30 = Against FCC rules 10-4 = Message received 10-33 = Emergency at ___ 10-5 = Relay message to __ 10-34 = Trouble at ____ 10-6 = Busy, please stand by 10-35 = Confidential info 10-7 = Out of service (on break) 10-36 = Correct time is

10-8 = In service 10-37 = Tow truck needed at 10-9 = Repeat message 10-38 = Ambulance needed at 10-10 = Negative 10-44 = Message for you at __ 10-11 = Talking too rapidly 10-45 = Everyone report to __ 10-12 = Customer present 10-50 = Everyone stand by 10-17 = Urgent business 10-60 = Emergency at office 10-18 = Anything for me? 10-67 = Everyone comply 10-19 = Report to office 10-70 = Fire at ___ 10-20 = My location is __ 10-80 = Report to Shop 10-21 = Call by telephone 10-90 = Report to ___ 10-22 – Report in person to __ 10-99 = Everyone secure 10-23 = Stand by, please 10-200 = Police needed at __ 10-24 = Completed last job




Two-Way Radio Protocol, SOP: 5045 – continued

What Not To Transmit:

The FCC makes it clear that Two-Way Radios may not be used:

• In connection with any activity which is against federal, state or local law

• To transmit obscene, indecent or profane words

• To intentionally interfere with other two-way radio operators

• To advertise or solicit the sale of any goods or services

• To transmit the word “Mayday” unless its an absolute emergency

• To advertise political candidates

• To transmit to other stations not in the two-way radio service

• To transmit communications for live or delayed rebroadcast over a commercial radio or TV station.




SOP: 5050

ENTRY TO OCCUPIED APARTMENTS

A large factor in positive resident relations is the manner in which we guard the privacy of our residents and their possessions. Each resident deserves the utmost in courtesy, respect, and service. The “right of entry” granted to management by the Lease Agreement is considered a solemn trust not only by Grand Peaks Property Management, but by our residents. Whenever possible, advance written notice of intended entry should be provided to residents. Therefore, it is important that all Grand Peaks Property Management employees understand and comply with the standards outlined below. Of primary importance, all service personnel should always be attired in the proper Grand Peaks Property Management uniform to afford easy identification by our residents. Identification picture badges are to be worm where they can be easily seen and visible to residents. Entry to Perform Requested Service

When responding to a service request, the maintenance employee should follow these standards:

• Knock loudly on the outside of the door a minimum of two times prior to unlocking the door and/or turning the doorknob. Allow adequate time for the resident to respond to the knock; elderly and handicapped residents may require special consideration for extra response time.

• If no one answers after a reasonable response time, open the door and announce your presence in a loud clear voice. For example, “Jim Greene, Snowy Mountains Apartments Maintenance.”

• Place the Entry Door Hangar Form: 5050-1, on the outside of the door. The “ATTENTION” side of the door hanger should face out to alert any returning residents that someone is inside the apartment.

• Proceed to enter the apartment slowly, using caution to avoid any surprise or embarrassment on the part of a sleeping or showering resident.

• As you enter the apartment, make a note of pets. Should you feel threatened at any time by a pet, quickly leave the apartment. Place a note on the outside of the apartment asking the resident to contact the Leasing Office regarding the service request. Make a note on the service request form indicating the pet’s presence and then return the service request to the Community Manager.

• If there is no problem with a pet, proceed quickly to handle the service request.” While in the occupied apartment, do not utilize the resident’s personal property in any way without the prior permission of the resident. For example, resident’s bath towels should not be used to dry a puddle of water.

• Do not alter the setting on the thermostat unless the service request applies to the HVAC system. If the thermostat is altered during the service call, be sure to return it to the original setting before leaving the apartment. Many residents are very conscious of the cost of utilities and energy conversation.

• Never smoke, drink, or eat anything while in a resident’s apartment.




Entry to Occupied Apartment Guidelines SOP: 5050 – continued

• Remove all debris from the job site. One of the Grand Peaks Property Management

maintenance “GRANDEXPECTATIONS rules” is to always leave the resident’s

apartment cleaner than we found it.

• Prior to leaving the apartment, always leave a copy of the service requests advising the resident of your visit and the work performed. In many cases, this is a requirement of the Rental Agreement as well as a strict company policy.

• In addition to the completed service request, the Service Technician leaves a comment card. See Customer Care Card Form: 5030-1.

• As you exit, reset the alarm system, and be sure to turn off the lights, etc. that may have been switched on in order to complete the task. Lock the front door.

• If emergency entry is necessary, always leave a note alerting the resident as to the visit and the nature of the service required.

Occasionally residents insist that repairs be made only when they are at home. Sensitivity and understanding are necessary in these cases. Make every effort to accommodate the resident’s request when possible. If the resident is at home during the service visit, most of the above-mentioned guidelines apply. Above all, be courteous, efficient, and professional in your approach to completing the service request. Entry by an Outside Contractor

Periodically, service is required by an outside contractor in order to complete the necessary repairs. Consistent and positive communication with the resident regarding the status of the service request and the schedule for repair prevents or minimizes misunderstandings. It is company policy for an employee to accompany all outside contractors to the occupied apartment for the duration of the service request whenever possible and appropriate. Entry by a Delivery Person or Resident’s Guest

Periodically, a resident may request allowance of entry to their apartment for a guest or delivery person. Such entry may be granted if the resident has submitted written permission to the Leasing Office specifying the party and other details (date and time if known). When providing access to such persons, the key log is to be used at all times. Entry to Perform Requested Service

Entry Door Hangers may be ordered through the Corporate Office.




SOP: 5053

MAINTENANCE SHOP ORGANIZATION

The maintenance shop should be clean, organized, efficient, and accessible. All maintenance personnel should be familiar with the organization system and have adequate access to needed supplies. This area must be secured at all times to prevent others from accessing. When not attended, keep the maintenance shop locked. No items should be stored outside unsecured.

• Maintain an inventory of all replacement parts stored in the maintenance shop. Record serial numbers of appliances.

• All supplies and parts should be sorted and stored in labeled containers. Organize your shop logically, so that all electrical parts and supplies are stored together, etc. Consider using a color-coded storage system for easy identification of materials.

• Keep floors clean and free of debris.

• Store hand tools and long-handled tools on a pegboard or painted board. Trace the outline of each tool with a marker so you can identify missing tools at a glance.

• Store hydro-vacs and shop-vacs on the floor. Hang and outline attachments in a designated space.

• Paint or engrave the community’s name on all equipment including tools such as rakes, shovels, and ladders to identify them as community owned property.

• Each maintenance shop should be equipped with a workbench (60” is recommended) with a vise. Keep this area free from clutter and debris.

• All key blanks should be secured. It is advised that resident keys are NOT stored in the maintenance shop.

• Store chemicals and flammable materials in OSHA approved containers and according to OSHA regulations.

• Secure pressurized tanks such as oxygen, acetylene and refrigerant to the wall.

• Keep a first aid kit and fire extinguisher on hand. These items should be serviced regularly to ensure they are stocked and up-to-date. Keep them in a highly visible location and free from clutter and debris so they can be accessed easily.

• The maintenance shop should maintain appropriate records, logs, manufacturer’s recommendations for maintaining equipment, manuals, warranties, Material Safety Data Sheets, OSHA posters, site maps with utility cutoffs and community information.

• Adequate inventory levels of high-use items should be maintained at all times.



INVENTORY CONTROL SOP: 5055-1 Community Name: ____________________________________________________ Date: __________________

Inventory Completed By: _____________________________________Community Manager’s Signature_____________________________

Type of Inventory:

_________ Annual _______ Amenities ________ Leased Property

_________ Change in Community Manager _______ Clubhouse ________ Owned Property

_________ New Property _______ Maintenance/Landscaping

_______ Model Apartment

_______ Office

Item Description Where

Located Serial No. Date of

Purchase New or Used

Price or Estimated Value

Date Deleted

Reason Deleted

Total Value of Items:

$_____________



SOP: 5055

INVENTORY OF TOOLS AND EQUIPMENT All Grand Peaks Property Management owned property is to be maintained in excellent working condition at all times. It is the joint responsibility of the Community Manager and Maintenance Supervisor to maintain an accurate inventory of all community owned tools, equipment, vehicles and furniture. It is important that all personal property be properly maintained and accounted for on a regular basis. An accurate inventory is necessary to file personal property tax returns and acts as a tool in effective loss prevention. The Community Inventory Sheet Form: 5055-1 is to be utilized in performing this important task. A separate Community Inventory Sheet is to be utilized for each of the following areas:

• Management/Leasing Office Equipment

• Pool Equipment & Furniture

• Weight Room Equipment & Furniture

• Clubhouse Equipment & Furniture

• Community Service & Leasing Vehicles

• Service Tools & Equipment

• Model Furnishings & Accessories The inventory sheets should be updated as changes occur via replacement pieces, deletions, etc. A signed copy of the inventory is to be submitted on an annual basis to the Regional Property Manager as part of the budget process. However, interim copies are to be submitted as changes occur. This provides the Grand Peaks Property Management Corporate Office with current information regarding property owned inventory at all times. Community Inventories

• Community Managers are responsible for maintaining an inventory of personal property located in the office, community center and model homes.

• The Maintenance Supervisor is responsible for maintaining an inventory of personal property located in the shop, storage areas, or in use in vacant apartments.

• Personal property is defined as anything that is not real property (anything that is not part of the landscape or a building). It will include such items as office equipment and furnishings, model apartment furniture and accessories, clubhouse furniture and equipment, and maintenance tools and equipment owned by the community.

• Inventory sheets are reviewed and signed at the time of a new hire and/or exit interview with both the Community Manager and Maintenance Supervisor positions.



PREVENTIVE MAINTENANCE LOG SOP: 5060-1 Community: _______________________________________________________ Year: ______________________

Item Times Per Year

When JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

Appliance Coils 1 Dec

Asphalt, Parking & Sidewalks 2 Apr/Oct

Chimneys 3-5 yrs. Oct

Electrical 2 Feb/Sept

Exterior Landscaping 4 Jan/Apr/Aug/Nov

Exterior Lighting 52 Weekly

Exterior Painting 3 Feb/May/Sep

Exterior Plumbing 2 Feb/Aug

Fire Alarms 4 Quarterly

Fire Extinguishers 1 Feb

Gutters and Roofs 2 May/Dec

Hot Water Heater 1 Oct

Water Saving Devices 1 Oct

HVAC Condensing Units 1 Mar

HVAC Evaporator Units 1 Oct

HVAC Filter Change 4 Jan/Mar/Jun/Oct

Jacuzzi & Pool Motor 2 Mar/Oct

Exercise Equipment 52 Weekly

Playground 52 Weekly

Golf Cart/Service Vehicle 12 Monthly

Smoke Alarm 4 Jan/Apr/Aug/Nov

Pool Equipment 52 Weekly

Other _____________________________

Other _____________________________

Other _____________________________




SOP: 5060

PREVENTIVE MAINTENANCE

Community Managers and Service Supervisors are equally responsible for maintenance of the structures, equipment, and property for each Grand Peaks Property Management community. A schedule of preventive maintenance activities is created each fall during the budget process. Each community’s preventive maintenance schedule is an integral part of creating value for the Grand Peaks Property Management resident and investor. It is imperative that the listed items occur during the scheduled period each year as the budget has been created specifically for those items and the associated timetable. A Preventive Maintenance Log Form: 5060-1 is updated and filed with the Community Manager as each activity is completed. It is imperative that the Preventive Maintenance Log is kept current. This Log provides important property information as well as serves as a guideline for the following year’s schedule of activities. A comment section has been provided in order to note additional expenses, items for future consideration, etc. The Regional Property Manager periodically reviews the Preventive Maintenance Log and the completed work during community visits. Communities using the OneSite Facilities program schedule preventive maintenance as recurring service requests (monthly, quarterly or annually). Listed on the next two pages is a suggested schedule of preventive maintenance activities. It is important to note that all of the items may not apply to each community and the creation of each individual schedule varies from this schedule. Prior to implementation, the Regional Property Manager should review and approve the annual schedule of preventive maintenance actions for each community.




Preventive Maintenance SOP: 5060 – continued

Preventive Maintenance Schedule

PM Action

Category

Annual

Occurrence Action

Schedule

Task

Description

Appliance Coils 1 Dec Clean refrigerator coils, drip pan. Asphalt, Parking Lot 2 Apr/Oct Inspect condition; repair as needed. Walkway Chimney Every 3-5 years Oct Inspect and clean all chimneys; Inspect fire caps and construction. Electrical 2 Feb/Sept Inspect all main power sources and cutoffs. Check panels. Exterior Landscaping 4 Jan/Apr Inspect for erosion, trip/fall Aug/Nov hazards, rotting trees, sprinklers, etc.; repair as needed. Exterior Lighting 52 Weekly Inspect all exterior lighting on buildings, common areas, and parking lots, walkways. Repair immediately. Exterior Painting 3 Feb/May Inspect and touch up as needed. and Caulking September Exterior Plumbing 2 Feb/Aug Inspect and repair sewer lines, drains, storm drains, water main cut-offs, faucets, laundry hose bibs. Fire Alarms 4 Jan/Apr Inspect and test all interior and Aug/Nov common area fire alarms. Fire Extinguishers 1 Feb Inspect all fire extinguishers and Service. Exercise Equipment 52 Weekly Safety inspection of all equipment. Golf Cart and 12 Monthly Refer to dealer specifications and Service Vehicles requirements. Gutters 2 May/Dec Inspect and clean all gutters and down spouts; repair as needed.




Preventive Maintenance SOP: 5060 – continued

Preventive Maintenance Schedule

PM Action

Category

Annual

Occurrence Action

Schedule

Task

Description

Hot Water Heater and 1 Oct Inspect all connections; verify Water Saving Devices proper temperature and function. HVAC 1 Mar Oil fan motor; check refrig, charge; Condensing Units clean coils; confirm all controls functioning and unit is level. HVAC 1 Oct Oil fan motor; clean coils, correct Evaporator Units vibration; confirm unit is level. HVAC filters 4 Jan/Mar Change all filters. June/Oct Jacuzzi & Pool Motor 2 Mar/Oct Inspect pump seals, controls. Lubricate valves and service. Playground 52 Weekly Safety inspection of all equipment. Pool Equipment 52 Weekly Inspect for leaks and proper functioning. Smoke Alarm 4 Jan/Apr Inspect and test all smoke alarms. Aug/Nov Roofs 2 May/Nov Inspect roof for penetrations and flashing. Repair and replace loose shingles.



REFRIGERANT RECOVERY LOG SOP: 5065-1 Community: _______________________________________________________ Year: ______________________

Date Equipment Location

Compressor Burn Out

Refrigerant Removed - #

Refrigerant Added - #

Type of Refrigerant

Equipment Model Serial #



RECLAIMED REFRIGERANT RECOVERY LOG SOP: 5065-2

Community: _______________________________________________________ Totals are from: _________________ to ________________ Totals are: ¨ Daily ¨ Weekly ¨ Monthly ¨ Yearly

Date

Returned to:

Invoice #

R22

R12

TOTALS



REFRIGERANT INCIDENT REPORT SOP: 5065-3

Community: ___________________________________________________________ Date:_________________________ Apt #: _____________________________ Maintenance Technician Reporting : _______________________________________ Type of refrigerant vented: _______________________________________________ Estimated lbs. vented: ___________________________________________________ Description of incident: ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ Precautions taken to prevent reoccurrence: ______________________________________________________________________ ______________________________________________________________________ Did injury occur from accidental venting? £ Yes £ No If yes, please describe: ______________________________________________________________________ ______________________________________________________________________ Was Regional Property Manager notified? £ Yes £ No Maintenance Supervisor (print name): _____________________________________ Maintenance Supervisor (sign name): ______________________________________

FAX COMPLETED FORM TO THE DENVER CORPORATE OFFICE

(303) 991-3143




SOP: 5065

REFRIGERANT RECOVERY

Current EPA regulations require the proper disposal of all substances used as a refrigerant. Non-compliance with these EPA regulations is punishable by civil and criminal penalties. Therefore, all service technicians should attend a class on EPA compliance and the regulations. Specifically, it is unlawful for any person in the course of maintaining, servicing, repairing or disposing of air conditioning or refrigeration equipment, to knowingly vent or otherwise release refrigerant substances (HFCs, CFCs) into the environment. If a HVAC system has a low charge, it is not permissible to recharge without repairing the cause of the leak. Each community is equipped with a recovery and recycling machine to ensure company compliance with the current regulations. However, each service technician is personally responsible for compliance with all EPA regulations. Documentation required by the EPA enforcement of the Clean Air Act is the responsibility of the Service Supervisor. The following records are required to comply with EPA regulations:

• Retain receipts of all refrigerant purchases and store them in a file.

• Keep a log of all completed repairs. A copy of the work order is sufficient if details are documented as to action taken and conclusion of service. Refer to the Refrigerant

Recovery Log Form: 5065-1, for clarification.

• Itemize all reclaimed refrigerant submitted to be recycled or disposed on the Reclaimed

Refrigerant Log Form: 5065-2. Additional Items of Compliance

• Equipment hoses must be fitted with check valves that prohibit escape of refrigerants passing through them.

• Non-gas permeable hoses are recommended for use, but not required. DOT Requirements for Transporting Used Refrigerant

• Recovered refrigerant cannot be transported on public streets unless contained in a gray cylinder with a bright yellow top. Cylinders must have ID stickers detailing the contents.

• Cylinders must be secured so that they cannot tip over, slide around, etc. Disposal of Used Appliances and Used Containers of Refrigerant

• Evacuate all remaining refrigerant from the container.

• Knock out the “tab” on the top of the container so that it has a readily visible hole in it.

• Place used containers in the waste dumpster or compactor.

• Disposal of appliances containing refrigerants (refrigerators, condensers, etc.) must be handled in accordance with EPA guidelines.



SOP: 5070

VACANT APARTMENT UTILITY MANAGEMENT

Vacant apartments can generate extraordinary expense to the community if not properly managed by all on-site staff. Diligent effort is required by all Grand Peaks Property Management employees. It is everyone’s responsibility to control and manage this potential cash drain. Below are the specific responsibilities for both the management and service teams.

Management Responsibilities

• Carefully monitor the electricity service to vacant apartments. Turn on utilities only to accommodate marketing and make-ready requirements.

• Advise all incoming residents that utilities must be transferred to their personal accounts prior to move-in.

• Contact the utility company and request service disconnection from management name on the resident’s move-in date.

• Inspect vacant apartments frequently to determine if utilities are receiving proper usage and have not been left on by vendors or staff.

• Frequently remind all staff associates of this important budget issue. Maintenance Responsibilities

• Utilize energy conservation methods while preparing an apartment for occupancy.

• Always turn off water, lights and gas and set thermostats to the appropriate minimum levels prior to leaving the apartment.

• Check all windows and other energy loss sources for soundness and security.

• Advise management immediately of the date of make ready completion and instruct for utilities to be disconnected from management name (when applicable).

• Review with all contractors the company philosophy regarding energy conservation in vacant apartments.

• Inspect apartments and contractors periodically to ensure contractor adherence to company philosophy of energy conservation.

Invest in a motion detector or front door ‘switch’ that automatically turns on lights when someone enters the model apartment. The timer can be set for 20 minutes. It will then automatically turn off the lights. Consider charging vendors a small penalty if a member of their company leaves the thermostat on too high or low of a setting, leaves lights on, or fails to return apartment keys.



COMMUNITY NIGHT INSPECTION FORM SOP: 5075-1

Area/Bldg. Apt. # Time Action Taken - notes to management staff

Service Request

Cars Illegally Parked

Cars with Expired Plates

Light Check

Secure Doors/window

s/Carts/Garage Pools

Trash Recepticals

Mail Area

Garage

Hallways/Breezew

ays

Balconies

Other:

.

Misc.

.



SOP: 5075

COMMUNITY NIGHT INSPECTION REVIEW Each Grand Peaks Property Management community is required to perform monthly night inspection reviews. Each month, the assigned person on call will be responsible to walk the entire community at night and complete the Community Night Inspection Form: 5075-1. The first week each quarter, the Community Manager will be responsible to perform the night inspection review and complete the Night Inspection Form. The goal of this inspection is to ensure that all communities are maintained to the company standards. The inspections serve as an evaluation for determining the need for servicing and defining areas requiring management attention as well as affirming overall adherence to community rules, regulations and standards. The on-call person will be responsible to arrange their weekly schedule with the Community Manager so that this time will not be considered overtime (e.g., go home early one day that week or come in late one day that week). The Community Night Inspection Form: 5075-1 is completed during the inspection. The completed Night Inspection Review Form is distributed to the Vice President, Regional Property Manager and the Community Manager. The Community Manager discusses the review with the Service Supervisor and makes the necessary arrangements to correct any violations, repairs, etc.



SOP: 5080

INCLEMENT WEATHER Inclement weather such as heavy rain, snow, ice, hail, and/or high winds can reek havoc on a community and their insurance premiums. Our best defense against any insurance

claim is to have made an effort to eliminate the slip hazards and secondly, to have good records of our efforts. Often, insurance claim cases get resolved months or years after they happen. Therefore, it is important to document any inclement weather and the

procedures which were taken to safeguard against any accidents.

Each property is to keep a log and record with the information listed below:

1. The time and date when the inclement weather started and stopped.

2. The amount, depth of snow, ice, hail, rain, or speed of wind.

3. The temperature highs and lows for days the inclement weather days.

4. Who worked on shoveling snow, spreading ice melt and or sand, pumping water, etc. and the exact hours each person spent.

5. When the contractors came and left on snow plowing or shoveling.

6. Any unusual circumstance that you think of (i.e. high winds, long cloudy periods, etc.).

These logs are to be kept permanently at the community for at least 2 years.

Snow and/or ice is to be shoveled/removed off all of the community’s public walkways by the maintenance team to the best of their maintenance ability. Removal is to start no later than 6:00 a.m. the night of the predicted snow fall.



INCLEMENT WEATHER LOG SOP: 5080-1 Community: ___________________________________

Date:

Type of Weather:

What Action Was Taken:

Who Performed the

Action: Time Started:

Time Stopped:

Temper-ature

for the day:

Contractor Called Y or N?

Other:



SOP: 5200

PROPERTY UPDATES TO INSURANCE AGENT Preservation of the asset is one of the primary goals of effective property management. Maintaining adequate insurance coverage at all times is a basic responsibility related to protection of the asset. To insure that assets maintain proper insurance coverage, the Regional Property Manager will be responsible to notify the President of any additions or deletions for any insurance coverage on real estate assets. Real Estate Acquisition

An Insurance Property Additions and Deletions Form, SOP: 2400-1, must be completed no later than the closing date of a real estate acquisition. For new construction, the Insurance Property Addition and Deletion Form should be completed upon construction of final building and lat Certificate of Occupancy (CO). The Regional Property Manager will be responsible for the completion of the insurance Property Additions and Deletions Form. The form is then faxed to the President. Sale of Real Estate The Regional Property Manager will be responsible for the completion of the Insurance Property Additions and Deletions Form on the day of closing. The form is to be faxed to the President (or the appropriate designated insurance control person). This will ensure the proper processing of the policy cancellation by the insurance agencies and the prompt return of any refunds due.



PROPERTY ADDITIONS AND DELETIONS SOP: 5200-1

Effective Date: ____________________ q Add or q Delete Community Name: ______________________________________________________

Ownership Entity: _____________________________________

Community Address: __________________________________

County: _____________________________________________

City, State, Zip: _______________________________________

All Communities: TOTAL Other Buildings Square Feet

# of Units Clubhouse

# of Buildings Other Buildings

Rentable Sq. Ft. Maintenance Building

# of Stories Retail

# of Carports Commercial

# of Freestanding Garages Other _________________

Other _________________ Other _________________

Year Built: _____________________ Year Renovated: _____________________

Construction Type: (including exterior): _______________________________________

% Subsidized Rents & Type (i.e., Section 42, Section 8, etc.): _____________________

# of Swimming Pools: _____________ Self-Locking Gates? __________________

Are Pools Fenced? _______________ # of Elevators? ______________________

Diving Boards? __________________ Depth Markers Around Pools? __________

All Units Sprinklered? _____________ Fire Protection/Alarms in Units? _________

Bars on Windows? _______________ Distance from Water (coastal property only): ____

Roofing Material: _________________ Copper or Aluminum Wiring? ___________

Circuit Breakers? (Y/N): ____________ Alcohol License? _____________________

Housekeeping Service by Employees? _______________________________________

Other Services (i.e., valet, concierge, restaurant, exercise classes, etc.)? If so, explain:

______________________________________________________________________

______________________________________________________________________

Mortgagee/s: __________________________________________________________ Address: __________________________________________________________ __________________________________________________________ Additional Insureds To Be Named: ________________________________________

Address: __________________________________________________________ __________________________________________________________




SOP: 5205

INCIDENT AND INSURANCE CLAIM REPORTING

All potential insurance claims, accidents, property loss/damage, fire, flood, theft assault, non- employee injury, etc. will be documented immediately and reported to the Regional Property Manager. The following guidelines have been designed to assist in reporting incidents, insurance claims and potential insurance claims. Guidelines for Reporting Incidents and Claims

These reporting procedures are also to be used in the event of an incident and/or claim involving company-owned vehicles.

1. The Community Manager, not the claimant, is to complete the Property Claim Reporting Form, SOP: 5205- 1, or Liability Claim Reporting Form, SOP: 5205-2 within 24 hours of any occurrence involving an incident, insurance claim or potential insurance claim. This form is for internal use only, and should never be completed by non-Grand Peaks personnel. Always review questionable situations with the Regional Property Manager.

2. Immediately fax the completed form, based on the instructions at the top of the form,

to: President of Grand Peaks for both forms

NOTE: INJURIES TO EMPLOYEES ARE REPORTED ON WORKER’S COMPENSATION FORMS (REFER TO SOP: 1350)

AND IMMEDIATELY FORWARDED TO HUMAN RESOURCES.

3. Take photos pertinent to the incident (place of incident, property damage, weather

conditions, etc).

4. Collect witness statements, if any. 5. Direct all questions to the insurance company or corporate office.

6. The Community Manager completes The Incident Reports & Insurance Claims

Tracking Log, SOP: 5205-3 to track the status and reporting of all claims and incidents.

Procedures in the Event of a Loss

1. Take care of injured persons appropriately and take immediate action to ensure the safety of anyone on the premises. As we do not transport injured individuals to a clinic/hospital, offer to contact ambulance for injured parties. If individual(s) refuse medical attention, ask them to complete Voluntary Refusal of Medical Attention, SOP 5205-4.

2. Protect the property from further damage. (For example, a plate glass window is

broken and cannot be replaced immediately. Have the opening boarded up until it can be replaced.)




Incident and Insurance Claim Reporting - SOP: 5205, continued

3. Notify the appropriate authorities (police, fire department, etc.) if necessary. Obtain the reporting officer’s name and the case number.

4. Forward all summons complaints, bills, and other documentation to the insurance

company. 5. Do not discuss accident information with anyone other than your employer, the

police, your own insurance company’s adjusted or broker representative (Lockton). 6. Follow up with injured party documenting conversations. 7. If at any time the media gets involved with a claimant and requests and interview

with on-site personnel, always respond with “Our focus at this time is assisting the resident” and refer any questions about the incident to the local law enforcement agency, or “Our corporate office is able to handle any questions or concerns you may have”. Further inquiries should be referred to the Regional Property Manager or the Denver Corporate Office. Avoid “no comment” responses as they tend to be interpreted negatively by the public.

Damage or Theft to a Resident’s Property

Whenever there is damage, theft or vandalism to a resident’s property, the Community Manager should complete an incident report. Always thank the resident for reporting the incident, ask the resident to call the local law enforcement agency to make a report, recommend the resident contact their renter’s insurance company and courteously remind the resident that the Rental Agreement and the Resident Guide stipulate that it is not the responsibility of management to pay for the loss. Occasionally, months may go by before an insurance claim is filed by the resident or guest. If a filing should occur, documentation of the incident is key to responding and oftentimes successfully mediating the claim. Guidelines for Proper Documentation

• Report the fact and observance in a legible and logical manner. If rumor or hearsay is prevalent, list the information as such.

• Grand Peaks Property Management employees should never admit fault nor accept liability for any situation. Do not volunteer insurance information or promise resolutions without discussing with your Regional Property Manager. The community assumes no responsibility for personal property or injury.

• Maintain documentation and communication with your Regional Property Manager as subsequent activities occur.

• Attach to the incident report any statement made verbally or in writing by any person/s involved in the incident.




PROPERTY CLAIM REPORTING FORM SOP: 5205-1

Carrier: AWAC Policy #: 03089044 AND National Union Fire Insurance Policy #: BE 061234786

Effective Date: 3/31/2014 to 3/30/2015

Email completed form to [email protected] and [email protected] or

Fax: 303-991-3143 if you have any questions call 720-889-9200 and speak with Mark Kubik or Jim Phelps.

PROPERTY CLAIM REPORT

TODAY’S DATE:

PROPERTY LOCATI ON (ADDRESS):

DATE & TI ME OF I NCI DENT:

PROPERTY MGR. NAME & PHONE # :

DATE REPORTED:

LOCATI ON OF

I NCI DENT:

CAUSE/ EXTENT OF DAMAGES TO PROPERTY:

HAVE APT. OCCUPANTS BEEN DI SPLACED?

I F SO, I DENTI FY OCCUPANTS AND

CURRENT LOCATI ON:

EMERGENCY CLEAN UP

CONTRACTOR CONTACT

I NFO. (NAME, ADDRESS &

PHONE):

AUTHORI TY CONTACTED (FI RE OR

POLI CE)? CASE OR REPORT NO.:

THI RD PARTY RESPONSI BLE? I DENTI FY AND CONTACT I NFO. (NAME, ADDRESS & PHONE):

I S THI S AN EMERGENCY CLAI M?

WI TNESS I NFORMATI ON (NAME,

ADDRESS & PHONE):

SPECI AL

CI RCUMSTANCES AND COMMENTS:




LIABILITY CLAIM REPORTING FORM SOP: 5205-2

Carrier: AWAC Policy #: 03089044 AND National Union Fire Insurance Policy #: BE 061234786

Effective Date: 3/31/2014 to 3/30/2015

Email completed form to [email protected] and [email protected] or

Fax: 303-991-3143 if you have any questions call 720-889-9200 and speak with Mark Kubik or Jim Phelps.

LIABILITY INCIDENT REPORT

TODAY’S DATE:

PROPERTY LOCATION (ADDRESS):

DATE OF INCIDENT:

PROPERTY MGR. &

PHONE #:

TIME:

LOCATION OF INCIDENT:

CLAIMANT’S NAME:

ADDRESS:

PHONE #

DESCRIPTION OF HOW

INCIDENT OCCURRED:

PROPERTY DAMAGED:

NATURE & EXTENT OF INJURY:

WHERE INJURED TAKEN:

AUTHORITY CONTACTED:

(Police, Fire, EMT, etc.)

WITNESS

INFORMATION: (Name, Address & Phone #)

Photographs Taken? YES NO OTHER: _________________________________________

SPECIAL

CIRCUMSTANCES & COMMENTS:

FORM COMPLETED BY:

DATE:

mailto:[email protected]

mailto:[email protected]



INCIDENT REPORTS/INSURANCE CLAIMS TRACKING FORM SOP: 5205-3

Community: _________________________________________

Date of

Occurrence

Injury or Property

Damage

Claimant

Name/s

Date

Reported

Date faxed to

Corporate

Current Status

Comments

Close

Date




VOLUNTARY REFUSAL OF MEDICAL ATTENTION (POST COMMUNITY INCIDENT) SOP: 5205-4

I, ______________________________________________________________________ Individual Name

of: _____________________________________________________________________ Community Name

On (date): ________________________________ I was involved in an incident when

(describe incident): ________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

Grand Peaks offered to call for medical assistance for me to assure that my injury is not more

serious than it appears. However, I, of my own free will and volition, and despite their offer,

have elected not to seek medical attention.

Individual Signature: ________________________________ Date: _________________

Individual Name: __________________________________________________________ Print Name

Individual Address: ________________________________________________________ Street Address

______________________________________________________(_____)______-_______ City, State, Zip Phone

Witness Signature: ___________________________________ Date:________________

Witness Name: ____________________________________________________________ Print Name




SOP: 5210

INSURANCE INSPECTIONS

It is important to the overall objectives of Grand Peaks Property Management to provide well maintained apartment homes for our customers. One important aspect of providing a preferred environment for our residents and to maintaining the value of the community is to perform a quarterly Insurance Inspection. In addition to insurance premium reductions, this pro-active program also reduces the chance of loss to a liability lawsuit. A regular, thorough inspection is a means of documenting our diligence in maintaining a safe environment for our residents and employees should a liability lawsuit actually occur. Mandatory Monthly Safety Meeting with Employees

The Community Manager and Maintenance Supervisor are to hold monthly safety meetings for employees. 7-Minute Meeting packets are sent monthly to each community which include Employee Handouts, Supervisor /Trainer Outline, and a Quiz in both English and Spanish. Topics that may be covered are ergonomics, accident prevention, emergency procedures, etc. Employees are to sign off on the attendance form SOP: 5210-3. All paperwork is to be faxed or mailed to the Denver Corporate Office by the 15th of each month where it will be kept in the community’s permanent file. Mandatory Quarterly Safety Inspection

The Insurance Inspection Form, SOP: 5210-1, must be completed with each inspection.

Community Managers and Maintenance Supervisors perform the inspection the first and third quarters and forward to the Regional Property Manager.

Regional Property Managers perform the inspection the second and fourth quarters and file a copy in the community’s file at the Denver Corporate.

Then all reports are sent to the Regional Property Manager and the Denver Corporate Office for review.

Semi-annual Resident Safety Social

The Community Manager is to hold a semi-annual Safety Social. An invitation should be sent to all residents. Topics that may be covered are shown on SOP Form: 5210-2, and may include fire safety, deterring crime, pool safety, hot tub safety, cold weather safety and hot weather safety. After the Safety Social, SOP Form: 5210-2, is to be completed. Attach a copy of the resident invitation, the guest register and any resident comments. All paperwork is to be faxed or mailed to the Denver Corporate Office where it will be kept in the community’s permanent file.



INSURANCE INSPECTION FORM SOP: 5210-1 Community: ____________________________ Date: __________ By: ___________________

Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Employees 1. Are all employees instructed to call the fire department immediately in case of fire? 2. Are all employees instructed on evacuation procedures?

3. Do all employees know where the evacuation procedures are kept? 4. Are all employees instructed in the use of fire extinguishing equipment?

5. Are all employees instructed to call 911 before using a fire extinguisher?

Pools 1. Is life saving equipment kept conspicuous and accessible? i.e., Shepherds hook and life ring.

2. Is the pool enclosed with a fence at least 4 ft. high with a self-closing and self-latching gate? 3. “No Running,” “Hours of Use,” “No Diving,” “No Lifeguard on Duty” and other rules posted

conspicuously around pool and enforced?

4. Is the pool cleaned regularly and is a water purity/chemical test made daily & logged? 5. Are depth markers clearly visible? 6. Are lifelines separating the shallow from the deep end of the pool in good condition?

7. Are the pool chemicals properly labeled and stored (not in an area susceptible to water)? 8. Is the pool gate equipped with a self-closing, self-latching mechanism which is in operable

condition and have a separate keyed entry?

Laundry Rooms 1. Are washing machines and electric clothes dryers properly grounded?

2. Are all washer and dryers equipped with safety interlocks in good operating condition? 3. Are gas dryers equipped with auto shut-off valves, which will shut off gas if flame fails? 4. Are equipment and vent pipes free of dust and lint accumulation?

5. Is lint from the dryers regularly cleaned and removed? 6. Is the lighting checked regularly during night inspections?

Resident Storage Areas

1. Is the resident storage area enclosed by at least one hour fire-rated door and enclosure? 2. Is door to resident storage area kept free of items in the walkway and all doors locked?

3. Is there 18” clearance from the bottom of sprinkler to the top of the highest item in storage?

Sidewalks, Steps, & Parking Areas 1. Are all observed areas free of conditions that may cause slipping and falling?

2. Is there adequate exterior lighting? 3. Are all observed steps and ramps provided with securely fastened handrails? 4. Are stair treads observed to be in good condition?

Spas/Saunas/Tanning Beds

1. Are warnings posted about maximum time of use? 2. Does spa heating unit have automatic shut-off timer? 3. Are rules posted prohibiting use of alcohol and glass in these areas to include

warning about the health dangers of use with spas? See SOP recommendation. 4. Is sauna sign in log up to date?



Insurance Inspection Form, SOP: 5210-1 – continued

Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Exits 1. Are all observed exits free of obstructions and readily accessible?

2. Are all observed exits properly marked with exit signs and lighted? 3. Are all observed exits equipped with an emergency lighting system in good operating

condition? Date of Inspection: ________________________.

4. Are all observed exit doors arranged to open in direction of exiting? 5. Are all observed exit doors easily operated? 6. Are all observed exit doors provided with anti-panic hardware in all public rooms and exits?

7. Are all observed fire stairwells in good condition?

Stairs, Doors & Balconies

1. Are observed handrails securely fastened? 2. Are observed full-length clear glass doors and windows marked to avoid someone walking into them?

3. Are observed stairway doors kept closed when not in use? 4. Are observed balcony guardrails securely fastened and in good working condition? 5. guardrails securely fastened and in good condition?

Corridors, Meeting Rooms & Public Areas 1. Are observed floor surfaces free of slipping and tripping conditions?

2. Are all emergency lighting units in good operating condition?

Elevators 1. Are all elevators maintained/serviced regularly?

2. Are the certificates of inspection current and on file in the management office?

Heat, Cooling, Power & Appliances

1. All heating equip ment (including flues/pipes) properly insulated from combustible materials? 2. Is all heating equipment (including flues and pipes) cleaned and serviced at least annually by a

competent heating contractor? Date of last service: _________________________

3. Are space heater arrangements avoided? 4. Are electrical, heating and air conditioning rooms restricted to only authorized personnel? 5. Are electrical, heating and air conditioning rooms free of combustible storage?

6. Are there indications of frequent replacement of fuses and/or resetting of circuit breakers which would indicate overloading of electrical circuits? 7. Are electrical cabinets kept closed?

8. Are electrical extension and appliance cords in good condition? 9. Has the electrical system been checked/serviced by an electrician within the past year? Date last service ______________________________________.

10. Is air conditioning equipment cleaned and serviced annually by a competent serviceman? Date of last service ________________________________. 11. Are all motors kept clean and adequately ventilated to reduce overheating?

12. Are all electrical appliances properly grounded? 13. Are TV sets free of frayed wiring and in good operating condition?

Lighting

1. Have all areas requiring lighting been checked and light bulbs replaced (including parking areas, hallways, laundry, etc.)? Community Night Inspection Forms 5075-1?

Bathrooms

1. Are all shower doors and enclosures equipped with safety glass or equivalent?



Fire Protection 1. Are all fire extinguishers serviced annually? 2. Are all fire extinguishers tagged with date last serviced? Date last inspection: ____________

3. Are all fire extinguishers easily accessible? 4. Are all fire extinguishers hung within 100 ft. of any point on each floor in a conspicuous place?

5. Are all fire extinguishers not subject to freezing, if water or multi-purpose type? 6. Are periodic tests and inspections made of the fire hoses to ensure their proper operation?

Date of last inspection: ____________________ 7. Are periodic test/inspections made of automatic sprinkler system to ensure proper operation?

Date of last inspection: ________________________

8. Are periodic tests/inspections made of fire alarm system to ensure proper operation? Date of last inspection: ________________ 9. Has fire department telephone number been placed conspicuously at the switchboard,

lobby and public telephone booths? 10. Are indoor trash areas protected by spot sprinkler protection? 11. Are incinerators provided with self-closing, tight fitting doors and approved spark arrestors?

12. Are inspections of smoke detectors up to date per SOP?


Yes No N/A

Yes No N/A

Yes No N/A

Yes No N/A

Trash Bins/Compactors 1. Are observed trash areas free from debris that may cause slips and falls? 2. Are observed trash areas equipped with adequate lighting?

3. Where applicable, are trash chute rooms cleaned daily and orderly? Is the fire door shut? Is the room closed and confined?

4. Are all safety devices in working condition?

5. Are all doors and hatches secure? 6. Is housekeeping in area satisfactory?

Yes No N/A

Yes No N/A

Crime Awareness Program

1. Name/type of program: _______________________________________________________ 2. Date of last event and # of residents: ________________________ ___________________ 3. Was local law enforcement included?

Playground Equipment 1. Is fill material adequate in depth (7’ to 9’) around and under the playground equipment?

2. Are all observed pieces of equipment in good working order?

3. Is equipment inspected weekly during the year and daily, when in season? 4. Is the fill material being raked and leveled at least three times a week?

Safety Files 1. Are there copies of the quarterly Safety Inspections in the community Safety File?

2. Are there copies of the monthly Safety Tip Newsletters and sign-in sheets on the community Safety File?

3. Is file on Smoke Detectors and Annunciator Panels up to date?

4. Is certificate of insurance file current?

Weather

1. In winter, is salt or sand outside on walkways to assure non-slip as needed? 2. Are portable non-slip carpet/mats provided for inside areas exposed to outside entrance?

3. Is an Inclement Weather Log kept?




Yes No N/A

Yes No N/A

Garages 1. Are observed garages free of standing water? 2. Where applicable, do garage doors have sensors?

3. Is lighting adequate and checked monthly for any replaced bulbs? 4. Are there signs stating general traffic issues to including speed limit, speed bumps, towing, etc?

5. Are observed areas free from debris that may cause slips and falls?

MANAGER’S REMARKS (corrective action taken or alternative recommendations):

____________________________________________________________________

____________________________________________________________________ ____________________________________________________________________

____________________________________________________________________

Yes No N/A

Maintenance Shop & OSHA

1. Are material safety & data sheets (MSDS) in a binder and available for all chemicals? Are MSDS updated/deleted as chemicals are added and removed? 2. Is a First Aid Kit and Eye Wash Area available? Are expirations dated checked monthly?

3. Are Water (both main lines and sprinklers) and Electrical Shut Offs located on area map? 4. Is an inventory sheet kept with all equipment and model #’s? 5. Is a Lock-out, tag-out program in place for non-operative equipment?

6. Is a Freon Log kept and up to date? (If applicable) 7. Is a Preventative Maintenance Program in place and recorded? 8. Are flammable paints and liquids kept to an absolute minimum?

9. Are flammable paints and liquids kept in sealed metal containers? 10. Are flammable paints and liquids stored in vented metal cabinets? 11. Where applicable, is gasoline kept in a metal container, 5-gallon or less, with a self-closing lid?

12. Where applicable, are machines guarded (table saws, drills, etc)? 13. Are tools, paints, and other equipment updated, in good working order? Organized each

month?

Housekeeping 1. Are adequate ashtrays and metal wastebaskets provided in each room?

2. Is combustible trash and rubbish collected at frequent intervals? 3. Is combustible trash and rubbish stored in covered metal containers? 4. Is combustible trash and rubbish disposed of frequently and not accumulated?

5. Are storage and supply rooms neat and orderly? 6. Are only non-flammable cleaning fluids used? 7. Are all linen and trash chute doors provided with a self-closing device?

8. Do all linen and trash chute doors close tightly?

9. Are all closets free of oil mops and flammable materials?



SAFETY SOCIALS SOP: 5210-3 Resident Safety Training Facility: _________________________________________

_______________________________________________________________________Address City State Zip

Speaking Guests in Attendance: Fire Marshall (Name) __________________________________________ Police/Sheriff (Name) __________________________________________ Insurance Loss Control Representative __________________________________ Broker/Risk Manager __________________________________________ Areas Discussed: Fire Safety Yes ____ No ____ Comments _______________________ Security Yes ____ No ____ Comments _______________________ Pool Safety Yes ____ No ____ Comments _______________________ Hot Tub Safety Yes ____ No ____ Comments _______________________ Cold Weather Safety Yes ____ No ____ Comments _______________________ Hot Weather Safety Yes ____ No ____ Comments _______________________ Attachments:

? Copies of Invitation to Residents

? Resident Guest Register

? Resident Comments

Manager’s Comments and Recommendations: _______________________________ ________________________________________________________________________

________________________________________________________________________

________________________________________________________________________




EMPLOYEE SAFETY MEETING SOP: 5210-3 Safety Meeting Site: ___________________________________________________

_______________________________________________________________________Address City State Zip

Safety Meeting Topic: ___________________________________________________

Meeting Conducted By: ________________________________ Date:_____________ Employees in Attendance: Name: Position: ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ ____________________________________ _________________________________________ Attachments:

□ Quizzes □ Other: _____________ □ Other: __________________

Manager’s Comments and Recommendations: _______________________________

________________________________________________________________________

________________________________________________________________________




SOP: 5220

APARTMENT HOME UPGRADE REPORT

Grand Peaks Property Management communities that are upgrading apartments should promptly handle the reporting of these upgrades through the OneSite computer system. At least once per month, the Community Manager should record installation of the new carpet, appliances or other upgrades through the Facilities tab under the Assets tab. Reports for this upgrade history may be run from OneSite Assets Report. Upgrades are to be recorded on the Value Engineering Report if the upgrade increases the value of the apartment home. Refer to SOP: 2150.



SOP: 5225

PLANNING FOR MANAGEMENT OF NEW CONSTRUCTION COMMUNITIES When Grand Peaks Property Management acquires the management of a new property, there are a number of items that need to be completed prior to, during and after the takeover of management and operations. The Community Manager, Regional Property Manager and accountants work together to complete the Start-up List, SOP: 5225-1, and the Takeover Schedule, SOP: 5225-2. Conventional Staffing Schedule and Start-Up Timeframe for New Construction Using first occupancy as a guideline, the following dates represent days prior to TCO or CO (temporary certificate of occupancy or certificate of occupancy). Note: Each community is different based on several factors. Firm dates should be discussed with the Construction Department and the Regional Property Manager. Day 1 – Construction Starts Day 120 - Community Manager Starts Day 135 - Leasing Consultant or Assistant Manager Starts Day 180 - Maintenance Supervisor Starts Day 195 - Housekeeper Starts Day 210 - First Move-In Staffing Schedule for Section 42 New Construction Communities Day 1 - Construction Starts Day 150 - Community Manager Starts Day 165 - Leasing Consultant or Assistant Manager Starts Day 180 - Maintenance Supervisor Starts Day 195- Housekeeper Starts Day 210 - First Move-In



START-UP LIST FOR NEW CONSTRUCTION SOP: 5225-1 ASSIGNED TO JOB COMPLETED COMMENTS

STAFFING & PAYROLL ITEMS

1. Review staffing situation

2. Review staff previous vacation time,

insurance, compensation and bonuses

3. Write employee welcome letter

4. Plan training programs

5.

6.

ADMINISTRATIVE

1. Order all needed banking items

2. Order rental receipts

3. Resident letter

4. Notify vendors

5. Notify utilities

6. Distribute S.O.P. to property

7. Property files

8. Set up property in computer

9. Petty cash

10. Review office situation

11. Answering service installation/machine –office

12. Review reporting system

13. Obtain list of delinquents/pre-paids, RentRoll and all current financials

14. Print resident guides (policies, etc.)

15. Telephone hook ups/phone numbers

16. Arrange for W/D installation & set up

contract

17. Order office supplies

18. Coffee pot, mugs, supplies, etc.

19. Adding machine

20. Notary of site?

21. Contact cable company

22. Budgets

23. Furnished apartments/corporate suites?

24. Property Insurance

25. Tax I.D. number

26. Copy of all contracts

27. Fair housing signs in leasing office

28. Computer software?

29. Past financial report

30. List of vacants, scheduled move-ins,

scheduled move-outs and applications pending



Start Up List for New Construction, SOP: 5225-1 – continued

ASSIGNED TO JOB COMPLETED COMMENTS

31. Complete lease and ledger cards

32. Audit Management Agreement –signed

33.

34.

MARKETING & ADVERTISING

1. Review all marketing programs

2. Review or set up signage

3. Review or set up model(s)

4. Order business cards and name tags

5. Review or design brochure

6. Do a complete marketing plan

7. Do property competition summary

8. Set or review rental rates and

concessions

9. New name or logo for property

10. Licenses, trade names, etc.

11. Plan Grand Opening celebration

12. Carpet color charts

13. Write press release

14. Complete first set of weekly leasing

reports

15. Advertising

16. Office hours

17. Leasing policies

18. Resident demographics

19. Sales Notebooks

20. Current occupancy

21. Credit check vendor

23. New lease packets

24. Move-In packets

25. Newsletter

26. Flags, pennants

27. Door mats

28. Product Knowledge Book

29. Competition Notebook

30. Resident refunds

31. Lease renewal status

32. Move-in gifts

33. Leasing forms

34. Past staff training

35. Refreshments in leasing office





36. Fair housing logos on all ads, brochures, etc.

37. Review all advertisements/set up

38.

39.

NEW CONSTRUCTION ITEMS:

1. Site plan with color coding for carpet

colors

2. Brochure or small multifold mailer

3. Unit color boards

4. Pictures of other properties managed

5. Nicely decorated temporary office

6. All office equipment purchased early

7. Floor plans with room dimensions

8. Neighborhood information and phone # sheet

9.

10.

PHYSICAL ITEMS:

1. Arrange for building inspection engineer

2. Plan landscaping

3. Arrange for pool service

4. Arrange for pool inspection

5. Arrange for pre-leasing clean-up

6. Evaluate laundry service

7. Review/Set up elevator service contract

8. Contact post of fice/set up mailroom

9. Review key situation

10. Order a safe

11. Rent drop slot?

12. Telephone hook-ups

13. Order key machine and key box

14. Arrange for vacuums/needed cleaning items

15. Start staged trash removal service

16. Order laundry trash containers

17. Order bulletin boards

18. Personal property list & inventories

19. Landscape contractor

20. Building construction design

21. Property construction and design

information

22. Blue prints/plans

23. Re-key offices





24. Any outstanding service requests

25. Check on fire extinguishers

26. Arrange for snow removal

27. Arrange for construction subcontractors

information

28. Decide on evening security needs

29. Get plans, specs/surveys & C.O.’s from

seller

30. Inspect all units – complete unit rehab

report

31. Walk property & complete Safety Insp. Report

32. Assigned parking/garage door openers

33. Set up storage room

34. Warranties on appliances

35. Elevator pads for move-ins

36. Order pool furniture

37. Plan storage of pool

equipment/chemicals

38. Pagers/Radios

39. Obtain all mater keys and destroy

40.Need for boiler/chiller contracts

41. Determine which crime awareness program will be used. Classes or

Certification needed?

42.

43.

44.

MISC. ITEMS:

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.



TAKEOVER SCHEDULE SOP: 5225-2

TAKEOVER SCHEDULE WEEK 1 WEEK 2 WEEK 3 WEEK 4 WEEK 5 WEEK 6

Finalize Management Contracts

Inventory of all personal property

Building Inspections

Set of building drawings

Equipment manufacturers manuals

Access current situation

STAFFING & PAYROLL

Review staff

Write employee welcome letter

Employee packets

Plan training program

ADMINISTRATIV E

Order banking items

Order rental receipts

Write resident letters

Notify vendors

SOP manuals and forms

Property files

Set up property in computer

Petty cash

Review office situation on set-up

Answering service installation

Review reporting system

Obtain list of delinquencies/prepaids

Print resident guide

Telephone hook-ups?

W/D installations & contracts

Order office supplies

Coffee pot, mugs, etc.

Adding machine

Furnished apts.?

Models / Inventory list

Value Engineering



Take Over Schedule, SOP: 5225-2 – continued

MARKETING & ADVERTISING WEEK 1 WEEK 2 WEEK 3 WEEK 4 WEEK 5 WEEK 6

Review all marketing programs

Review or set up signage

Review or set up model apartment(s)

Order business cards and name tags

Review or design brochure

Do a complete marketing plan

Do a property competition summary

Set or review rental rates

Decide on name of property

Licenses, trade names, etc.

Plan Grand Opening celebration

Carpet color charts

Write press release

PHYSICAL MAINTENANCE

Plan landscaping

Arrange pool inspection

Arrange pool service

Arrange any needed clean-up

Evaluate laundry service

Review elevator contracts

Safe? Combination _____________

Rent drop slot?

Telephone contracts

Key machine and lock box

Vacuums & needed resident services items

Trash removal contracts & service operation

Laundry contracts

Cable contracts

Check fire extinguishers

Snow removal company

Sub contractor information

Security needs

Inspect all apartments

Walk entire community for Cap. Ex.

Parking situation

Storage room/areas

Warranties on appliances



Take Over Schedule, SOP: 5225-2 – continued

MAINTENANCE CONTINUED… WEEK 1 WEEK 2 WEEK 3 WEEK 4 WEEK 5 WEEK 6

Cable company contracts

Elevator condition/pads

Pool furniture/equipment condition

Pagers

Boiler/Chiller contracts

RUBS/Submetering system




SOP: 5230

CATASTROPHE PLAN

Emergency situations are part of doing business. We must safeguard our residents, community and co-workers. The Community Manager should contact the local authorities and discuss preparedness for sever weather, fire prevention, crime prevention, etc. and prepare an “emergency” file of information. The insurance carrier for the community also has information on emergency preparedness. All community employees should be thoroughly familiar with the proper steps to take in case of an emergency. The basic philosophy of Grand Peaks Property Management is to always solve people first and building problems second. First Course of Action:

• Notify the proper authorities and request assistance

• Residents displaced by fire, water damage, or structural problems should be assisted in finding a safe place for themselves and their property, preferably within the community first. Community Managers and Assistant Managers are authorized to make these decisions quickly.

• Any person injured on the property should be offered assistance up to the employee’s knowledge and ability. Beyond that point, health professionals should be called quickly.

• Once people concerns are under control, preservation of the property must be considered to avoid further damages. Ensure electrical power, gas lines and water is turned off.

• Remove water where flooding has occurred. The fire department will assist in this process.

• Board up all windows and doors where necessary to further protect the property and any personal property.

• In the winter, ensure adequate heat is provided to the building.

• Community Mangers and Assistant Managers are authorized to make purchases or rent any equipment necessary to accomplish the above.

• If the landscape has become unstable due to weather or infrastructure problems, rope off the dangerous area with caution tape or orange cones. Contact the proper parties to assist in the immediate repair of area.

• If a crime has been committed, it is important to maintain the privacy of the resident(s) as much as possible. However, if the nature of the crime suggests a potential risk to the other residents, consult your Regional Property Manager, Vice President or President for the proper notification.

• It is important to ascertain what is missing, the cost of the missing items, names of possible witnesses and any evidence of the crime.




Catastrophe Plans, SOP: 5230 – continued

After the above items are accomplished, clean up needs to be completed immediately to avoid potential injuries. The Community Manager must plan further safety measures to protect the property and resident’s belongings. In case of reported fire or smell or smoke, ALWAYS immediately call the fire department before investigating the report. Notification

1. As soon as possible, notify the Regional Property Manager of the incident. 2. The Regional Property Manager is responsible for notifying the Vice President or

President.

3. Complete an Incident Report, SOP: 5205-1.

4. Make detailed notes of everything pertinent, i.e., times of all actions, names of victims and witnesses, sequences of events, weather conditions, actions of employees, extend of damages, etc.

5. The Regional Property Manager reports the incident to the insurance company

immediately. Never discuss liability with anyone. This determination is the responsibility of the insurance company and/or the court if necessary. Always cooperate fully with the police and fire department. If the media arrives at your property or calls you, do not speak with them until you have spoken with your Regional Property Manager, Vice President or President. When pressed for a comment from the media during any crisis situation, respond by saying management is focusing on assisting the residents at this time and defer any questions about damage, cause, etc. to the law or fire enforcement agency. Never apologize or take responsibility for the incident as it could possibly result in a lawsuit. Master Catastrophe Plan Each Community Manager is to develop a major catastrophe plan. The plan should be distributed to all employees and must include:

• 24-hour list of phone contacts for all employees, Regional Property Manager, Owner

• Emergency vendors, trash, plumbing, heat, electrical, city, water and sewer

• Fire department, police, 911, Red Cross

• List for emergency data, i.e., building addresses, list of handicap residents

• Location emergency shut-off valves, main electrical panels and all utilities

• How to obtain hot drinks and sandwiches to be delivered, accounts with hotels for displaced residents, etc.

• Phone numbers to security company to post guard

• Insurance broker and company phone number and names

• Include a statement about the need to not discuss liability

• Recommend that photos should be taken

• Emergency evacuation plans

• Plan to notify new residents of evacuation plans and routes




SOP: 5235

COURTESY RESPONSE MONITORING

As a deterrent to elements that threaten the physical plant of the community, Grand Peaks Property Management may obtain the service of an off-duty law enforcement officer with approval from the Regional Property Manager. Any off-duty law enforcement officer employed by the community, or granted concessions against rent in lieu of pay, shall complete a contract with the community stipulating the requirements of the position. Appropriate vendor paperwork (i.e. W-9’s and Insurance forms) shall be completed in accordance with normal vendor requirements. All work performed shall be documented daily and kept in a permanent file at the community, along with documented resolution to any issues noted by the office. The off-duty law enforcement officer is to be available during the evening hours (11 p.m. to 6 a.m.), after their normal duty hours to:

• Check outside lighting, timers and photo cells

• Close and lock recreational facilities

• Assist the Community Manager with life safety issues

• Assist with the identification of disabled or abandoned vehicles

• Distribute legal notices

• Investigate disturbances

• Assist with lock-outs

• Make random patrols of the community

• Complete and hand in a Courtesy Response Report, SOP: 5235-1

• Other services as required No Representation of “Security”

• All Grand Peaks Property Management associates must understand that the Courtesy Officer should never be referred to as security or a security guard at any time. No community or its management can guarantee the safety or security of anyone. Grand Peaks Property Management associate and residents rely on local law enforcement agencies for protection, just like homeowners.

• Each and every resident should be encouraged to be mindful of his or her own personal safety and take the proper precautionary measures at all times.

• Grand Peaks Property Management communities are encouraged to participate in an appropriate crime awareness program, such as a neighborhood watch. This can be done through discussions, newsletters or meetings given by the police department. Refer to Crime Prevention Programs, SOP 2060.

• Specific features of the building or apartment may be discussed or advertised but never with the use of the word “security.” For example, “controlled access entry doors, dead bolt locks, intrusion alarms, etc. Grand Peaks will implement reasonable policies and practices to protect resident, employees and assets of the community, but “security” cannot be guaranteed and no representations to that affect should be made.



COURTESY RESPONSE REPORT SOP: 5235-1 Community: ___________________________________ Date: __________________

Time of Call: ___________________________________ Apt. #: _________________

Resident Name/s: ______________________________________________________

_______________________________________________________ Resident Requesting Assistance: _________________________________________

Purpose of Call: ? Lock Out ? Noise Complaint ? Other:________________

Details: ________________________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________ ______________________________________________________________________ Action Taken: ___________________________________________________________

________________________________________________________________________

________________________________________________________________________

Notes/Comments: _______________________________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________ ________________________________________________________________________ Courtesy Officer Signature: ________________________________________ Date: ____________ Time: ______________



SOP: 5250

TANNING BED PROCEDURES The following tanning bed procedures help ensure the proper usage of the tanning beds by residents. The Regional Property Manager must approve deviation from this policy/procedure. As part of the move-in packet, all occupants of the apartment must individually sign a Tanning Bed Warning and Release, SOP: 5250-1. In the event an occupant is under 18 years of age, the parent or guardian must sign the form for the child. In addition, attach the Tanning Bed Tips, SOP: 5250-3, and Dangerous Ultraviolet Radiation, SOP: 5250-2, to each release form. A copy of Dangerous Ultraviolet Radiation SOP: 5250-2 and Tanning Bed Tips, SOP: 5250-3, must be posted in and around the tanning bed area. These notices should be professionally framed.



TANNING BED CONSUMER WARNING & RELEASE SOP: 5250-1 With the use of the tanning equipment comes the increased possibility of adverse consequences to the user, including: a significant risk of skin cancer/melanoma, skin thickening and premature aging, and activation

of some viral conditions. There is also the possibility of skin burning or rashes, especially for people using potentially photsensitizing drugs and agents. Natural oils from perfumes and colognes containing furocoumarins (compounds from natural products such as plants and fruits) can sensitize the skin to

sunlight, and thereby increasing the possibility of such adverse consequences. Foods and fruits that contain photosensitizing agents include: celery, carrots, lime, coriander, parsley, fennel, dill, buttercup, mustard and figs.

Various skin types can respond in different ways to the use of tanning devices. Anyone who is using photosensitizing medication, has ingested foods or fruits that contain photosensitizing agents prior to use of

the equipment, has a history of sun sensitivity or has a history of sun related skin problems should not use the tanning device. Please use caution when utilizing this equipment.

MEDICATION LIST A partial list of known photosensitizing medications:

Arsenicals Aureomycin Barbiturates

Benzdryl Coal Tar products &

essential oils (Bergamont, Cedar, Citron,

Lavender, Lime and Vanillin)

Compazine Dartal Declomycin

Diabinase

Diethyistilbestrol Dilantin Diuril

Dyes Estrone 5 Fu

Gold and Silver salts Griseofulvin Hydrodiruil

Minocin (Retin A cream) Nadison Orabetic

Orinase Pacatal Phenergan

Phenylbuzatone Procain anesthetics

Psoralen drugs Pyrrolazote Quinine

Salicycylates Sparine Sulfonamides

TBS TCSA Temaril

Terramycin Tetracyclines Therahistin

Thiazide Diuretics Thorazin Tridione

Trilafon Vesprin

I have read the above and understand that my use of this equipment at any time may result in adverse consequences to me, including adverse consequences not described above. I hereby agree to release, indemnify and defend the Owner and Property Manager of this apartment project, and their respective

Directors, Officers, Partners, Members, Managers, Shareholders, Employees and Agents from and against any and all claims, demands, damages of any kind (including consequential damages), actions, causes of action, lawsuits, arbitration or other proceedings, debts, costs (including attorneys’ fees), loss of services,

expenses, compensation, liabilities, losses, lost revenue or profits, or controversies of any kind whatsoever under, arising out of or relating to any use of this equipment by me. I also agree to follow all instruction posted in the tanning room area.

Resident: Date: (If under 18, Parent or Guardian must sign)

Resident: Date: (If under 18, Parent or Guardian must sign)

Authorized Agent: Date:



DANGER – ULTRAVIOLET RADIATION SOP: 5250-2

D ANGEROUS

ULTR AVIOLET RAD IATION

• P l e a s e f o l l o w i n s t ru c t i o n s c a re f u l l y .

• Av o i d o v e re x p o s u re . As w i t h n a t u ra l s u n l i g h t , e x p o s u re c a n c a u s e p re m a t u re a g i n g o f th e s k i n a n d

s k i n c a n c e r .

• We a r p ro t e c t i v e e y e w e a r. FAILUR E TO USE P R OTECTIVE EYEWEAR M AY R ESULT IN SEVER E B UR N S OR LON G TER M

IN JUR Y TO THE EYES .

• M e d i c a t i o n s o r c o s m e t i c m a y i n c re a s e y o u r s e n s i t i v i t y

t o t h e u l t ra v i o l e t ra d i a t i o n . Co n s u l t a p h y s i c i a n b e fo re u s i n g t a n n i n g b e d i f y o u a re u s i n g m e d i c a t i o n s o r

h a v e a h i s t o ry o f s k i n p ro b l e m s , o r b e l i e v e y o u rs e l f

s e n s i t i v e t o s u n l i g h t .

• If y o u d o n o t t a n i n t h e s u n , y o u a re u n l i k e l y t o t a n f ro m t h e u s e o f t h i s p ro d u c t .

M ANAGEM ENT IS NOT RESP ONSIB LE FOR

P ROLONGED EX P OSURE.



TANNING TIPS SOP: 5250-3

TAN N IN G TIP S You are requested to follow these guidelines to achieve the type of golden, natural looking tan you desire. Don’t be tempted to hurry your tanning program.

• Fair skinned people should start with ten-minute sessions.

• Medium complexion people should start with twenty-minute sessions.

• Already tan people may want to tan for thirty minutes.

• Depending on your skin type, you should be able to get a good base tan after about eight consecutive twenty-minute sessions and maintain it with one or two sessions per week.

• If you have fair skin or have a tendency to burn easily in the sun, you should start your

tanning program with the ten-minute sessions and progress to twenty-minute sessions after three or four visits.

• Suntan sessions should be 24 hours apart.

• You may want to remove your contact lenses. • Make-up should be removed prior to tanning. It is recommended to not use oils or lotions

prior to tanning, as they act as an unnecessary sunscreen and prevent tanning.

• A good moisturizer should be used after your sessions or when you get home to aid in the maintenance of your tan.

• You may wear your swimming suit or nothing at all, depending on your preference. If you wear nothing, you should use extra care since areas of your body that have never been exposed to sun have not been desensitized. For the first two to four visits, these areas should be covered for half the duration of the session to gradually ease into a tan.

• For added comfort and circulation, change positions slightly by moving around a bit while lying down.

• If you are taking any photosensitive medication or if you had recent surgery, you may have a reaction to ultraviolet lights and should consult your physician.

• You may notice a striping effect on the sides of your body after two or three visits. By the

fifth or sixth session you should find that a blending has taken place.




SOP: 5255

RESIDENT COMMUNICATION

The Resident Communication Form is used to record conversations with residents as well as document subsequent employee response and follow-up. Documentation of resident concerns at the time the concern is brought to management’s attention is a beneficial means of recording the level of service provided and may be an important tool should litigation be initiated. The Resident Communication Form, SOP: 2455-1, is to be used to document conversations with residents that are not typical. This form, once completed, is to be filed in the resident’s file. Concerns of a serious nature should be copied to the Regional Property Manager. GRIEVANCE PROCEDURE:

Should a resident have a grievance due to inappropriate treatment or a dispute with another customer or with management staff, the grievance must be submitted in writing. The grievance shall outline the problem, date of occurrence, any person(s) involved, and be dated and signed by the resident. The letter should be hand-delivered to the office during normal business hours, if possible, for the quickest resolution. Issues considered as an emergency or life threatening may be addressed to management by telephone, but residents should consider telephoning the Police instead.

1. The Manager will review the grievance letter and clarify any missing or ambiguous issues

with the resident. A. Within 72 hours, management will investigate the complaint to determine the factual

elements of the grievance and make a determination of the best approach to deal with the grievance.

B. The resident filing the grievance may be called upon to attend a conciliation meeting with

management staff and the other resident(s) or person(s) outlined in the grievance letter. C. The outcome of the grievance will be documented by management and maintained as a

part of the office records. D. Dissatisfaction with on-site management’s handling of a grievance should be voiced to the

Regional Property Manager and the resident should request to discuss with the Regional Property Manager.

E. Dissatisfaction with the Regional Property Manager’s handling of a grievance should be

forwarded to the Denver Corporate Office to the President or Vice President for resolution. If the grievance involves discrimination, refer to Fair Housing Guidelines, SOP: 3300.

F. At any time during the grievance process, the resident should have a right to legal

representation if requested an at the resident’s expense.



RESIDENT COMMUNICATION SOP: 5255-1 Community: ___________________________________ Date: __________________

Resident Name/s: ____________________________________ Apt. #: ___________

Employee: _____________________________ Position: ______________________ Date: ______________ Resident/s Concern: ________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

Date: ______________ Employee Response: ________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

Date: ______________ Action Taken: _______________________________________ ________________________________________________________________________

________________________________________________________________________ Date: ______________ Notes/Comments: ____________________________________

________________________________________________________________________

________________________________________________________________________ Date: __________________ Follow-Up:______________________________________

________________________________________________________________________ Community Manager Review: ___________________________Date: ________Time: ______


MAINTENANCE AND RISK MANAGEMENT


TABLE OF CONTENTS MAINTENANCE AND RISK MANAGEMENT

Maintenance

Section Topic Last Update

5000 Market-Ready Procedures

5000-1 Market-Ready Status Report 5000-2 Painting Make Ready Checklist 5000-3 Maintenance Make Ready Checklist 5000-4 Cleaning Make Ready Checklist

5005 Occupational Safety & Health Administration - OSHA

5010 Keys and Locks

5010-1 Request for Lock Change Form

5015 Alarm and Key Security

5015-1 Key Log Form 5015-2 Re-Key Log Form

5020 Swimming Pools

5020-1 Monthly Pool Log

5025 Service Requests 5025-1 Service Request Form – sample

5030 Customer Care Card

5030-1 Customer Care Card – sample 5035 After Hours Service & Emergency Maintenance

5040 Fire Safety Devices

5040-1 Smoke Detector Move-In Inspection 5040-2 Local Ordinance of Smoke Detector Inspection 5040-3 Smoke Detector System Inspection Form 5040-4 Annunciator System Inspection Form 5040-5 Alarm System Inspection Form 5040-6 National Fire Protection Agency 5040-7 Smoke Detector Agreement

5045 Two-Way Radio Protocol

5050 Entry to Occupied Apartments

5053 Maintenance Shop Organization




5055 Inventory of Tools and Equipment

5055-1 Community Inventory Form

5060 Preventive Maintenance

5060-1 Preventive Maintenance Log Form 5065 Refrigerant Recovery

5065-1 Refrigerant Recovery Log 5065-2 Reclaimed Refrigerant Recovery Log 5065-3 Refrigerant Incident Report

5070 Vacant Apartment Utility Management

5075 Community Night Inspection

5075-1 Community Night Inspection 5080 Inclement Weather

5080-1 Inclement Weather Log

Insurance and Risk Management Section Topic Last Update

5200 Property Updates to Insurance Agent

5200-1 Property Additions and Deletions 5205 Incident & Insurance Claim Reporting

5205-1 Company Owed/Managed Property Claim Reporting Form 5205-2 Liability Claiming Reporting Form 5205-3 Incident Reports & Insurance Claims Tracking Form 5205-4 Voluntary Refusal of Medical Attention Form

5210 Insurance Inspections

5210-1 Insurance Inspection Form 5210-2 Resident Safety Social Report Form 5210-3 Employee Safety Meeting Sign-In Form

5220 Apartment Home Upgrade Report

5225 Planning for Management of New Construction Communities

5225-1 Start-Up List 5225-2 Take-Over Schedule

5230 Catastrophe Plan

5235 Courtesy Response Monitoring

5235-1 Courtesy Response Report




5250 Tanning Bed Procedures

5250-1 Tanning Bed Consumer Warning & Release 5250-2 Danger – Ultraviolet Radiation Form 5250-3 Tanning Tips

5255 Resident Communications

5255-1 Resident Communications Form

Documents

MAKE-READY STATUS REPORT SOP: 5000-1...MAKE-READY STATUS REPORT SOP: 5000-1 APT TYPE M/O DATE M/I DATE PEST PRE PUNCH PAINT SPECIAL WORK CLEAN CARPET INSPECT READY STANDARD OPERATIONS