1

Socializing with Residents

It’s great to be friendly with your residents, but it’s risky to be FRIENDS.

2

Social Media

Even well-intended opinions can come back to haunt you and your company.

3

Talking to the Media

Keep it simple and state only the FACTS!

4

How to properly answer the phone

Your telephone “voice” will be the first impression a person makes about your property.

5

Budget Control

If you haven’t seen your property’s budget, ask for it.

6

Security

Have a “zero tolerance policy” about breaching security: respond immediately if you determine someone is

propping a door open or disabling cameras

7

Safety Procedures

Start with a written disaster preparedness plan.

8

Written PoliciesHave all leasing policies in writing and approved BEFORE

leasing ANY units.

9

Effective Rent IncentivesYou can create “priceless” rent incentives that cost a lot less

than discounted rent, just by being creative.

10

Resident Supportive ServicesGet “FREE” money and lifestyle enhancements

for your residents

11

Curb Appeal/Landscaping“Greening” up the grass doesn’t cost money,

it MAKES money!

12

Marketing/LeasingWritten ads do not lease properties, people do

So, how do you attract the PEOPLE? Become a “Professional Greeter”

13

Maximizing First Year Tax CreditsLease up on a building by building basis whenever possible.

14

Gangs & DrugsBe responsive to tenant complaints of late night noise or

high-traffic apartments.

15

How to correct a mistakeNever use white out on documents in a tenant’s file

16

Unit InspectionsAsk contractors to report unit conditions to you.

17

Live-in AidesUse a lease addendum which denies occupancy to a live-in

aide after a resident is no longer living in the unit.

18

Preventative MaintenanceA written preventative maintenance plan should be

maintained and posted.

19

Health & Safety IssuesRemove all aluminum foil from the stove top and oven.

20

Correcting Non-ComplianceNon-compliance must be corrected prior to receiving

notification of an audit or inspection from the allocating agency.

21

Obtaining contractor bidsBids from three (3) contractors are expected, however the

lowest bid isn’t always the best bid.

22

Capital ImprovementsMaintain a short and long-term list of replacements and

improvements including costs and funding sources.

23

Reading a credit reportCredit reports give you much more than credit history –

verify all personal data!

24

Establishing effective relationshipsTo make a positive impression, develop your “advanced”

listening skills.

25

Crime PreventionAdequate lighting both internally and externally is a great

crime deterrent.

26

Keeping the kids busy during the summerTake advantage of CAHEC’s Youth Recognition Program

27

Pet Control

Walking your property can reveal signs of unauthorized pets.

28

Replacement Reserve UsageUse replacement reserve funds for their intended purpose.

29

Physical MaintenanceDon’t forget to schedule annual systems inspections.

30

Processing a complaint

All complaints and responses must be in writing.

31

Resolving Resident Conflicts

Don’t put yourself on the firing line

32

Learning Section 42 of the IRCCAHEC’s compliance managers offer great “free” basic

training.

33

Making units rent-readySchedule move-out inspections within one week of

receiving a notice to vacate.

34

Dumpsters

Large upholstered items should be spray-painted with bright orange paint.

X

35

Successful EvictionsProvide a comprehensive paper trail regarding all lease

violation notices and collection attempts.

36

Initial qualification: Lease UpMaintain a lease up checklist so no detail gets missed and

the process moves forward in a timely manner.

37

Calculating Annual IncomeUse the greatest online tool to annualize income:

www.timeanddate.com

38

Managing StaffProvide detailed, written job descriptions and annual

performance evaluations.

39

Date ConsistencyMove-in date, signature dates on the TIC and

lease/addendums should always match.

40

Converting to a smoke free environmentSmoke-free properties have significantly less expenses.

41

How to Value a HomeMarket value (appraisal)

minus mortgage(s)minus broker’s fees

CASH VALUE

42

Rent Collection = Economic OccupancyMake personal contact with each resident who has not

paid by the 3rd of the month.

43

Reducing Utility Expenses

Cut your light bills by installing occupancy sensor wall switches

in common areas.

44

ADACommon problem for visually handicapped: Block open

staircases in breezeways with built in storage boxes.

45

Resident RetentionAlways ask a resident “Why are you moving out?” You may

be able to keep a good tenant with a bit of extra attention or assistance.

46

Market Value vs. Cash Value of AssetsInclude early withdrawal penalties, bank fees and any loans

against a retirement account to determine its cash value.

47

Pre-screening for EligibilityDevelop a simple eligibility questionnaire (no more than 5 income/asset related questions) that can be used over the

phone or in person.

48

Assessing Damage ChargesHave a written fee schedule listing damage charges to help enforcement of the lease and collect repair costs.

49

Fair Housing

Request for reasonable accommodations must be reasonable.

50

Time Management

Written “To Do” lists keep you focused on goals, achievements, and priorities.

51

Lease Enforcement

“Quiet and peaceful enjoyment” is one lease clause that’s taken very seriously….

52

Hiring Strategies

Seek “people” people

53

Section 504 of the Rehabilitation Act of 1973

Know your property’s funding sources to determine if section 504 applies

54

Defending a discrimination claimYour best defense against a fair housing lawsuit is documentation, documentation, documentation!

55

Effective Signage

Create a “Welcome Home” message

56

Proper DocumentationThoroughly documented tenant files are required on all households

during the 15 year compliance period.

57

Rent ChangesCompare your competitor’s rents & amenities before

implementing a rent increase.

58

Re-CertificationsCAHEC allows recertification waivers for residents living in

100% LIHTC projects after the initial and first annual certification has been obtained.

59

Unauthorized Household MembersAny guests residing in a unit for longer than two weeks

must have written approval from management.

60

File AuditsDuring lease-up, make copies of initial tenant files as you rent each unit. Submit them to CAHEC when each building is fully

qualified.

61

Bedbug remediationIn general, chemical treatments don’t work to eliminate

bedbug infestations, however HEAT & COLD is very effective.