Revised 4/20/2012

PROPERTY MANAGEMENT

POLICY AND PROCEDURES

TABLE OF CONTENTS

1. LEASING PROCEDURES AND REQUIRED DOCUMENTS Section

Creating Guest Cards for New Prospects 1.10

To Edit a Guest Card 1.11

Guest Card Recording Activity 1.12

Guest Card Follow-Up 1.13

Internet Traffic Procedures 1.14

Creating Outlook Folders for New Leads 1.15

Recording Email Leads as OneSite Prospects 1.16

Email Lead Follow-Up 1.17

Email Lead Examples 1.18

Waiting List Email Lead Examples 1.19

Residential Selection Criteria 1.20

Pet Policy 1.21

Photo I.D. Policy 1.22

Corporate Rental Applications 1.23

Application Procedures 1.24

Waiting List Applications 1.25

Holding Vacant Suites for Applicants 1.251

Accepting Multiple Applications for One Suite 1.26

Screening an Applicant 1.27

Application Scorecard 1.28

Making Application Decisions 1.29

Address Discrepancy Rule 1.30

If the Application is Approved 1.31

Credit Issues 1.32

If the Application is Denied 1.33

Security Deposit, Hold, Move-In Acknowledgement, & Receipt 1.34

Pro-Rations 1.35

Cash, Check, and Money Order Policy 1.36

Welcome Letter for Approved Applicants 1.37

Preparing New Applicants for Move-In 1.38

Rental Agreement Packet Checklist 1.40

Rental Agreement Preparation 1.41

Rental Agreement 1.42

Valid Changes to the Rental Agreement 1.43

Rent Credit Incentives 1.44

Move-In Checklist 1.45

OneSite Custom Fields 1.46

Move-In Procedures 1.47

Move-In Suite Inspection 1.48

Lease Copy Filing/Scanning 1.49

Move-In Reporting 1.50

Rent Discounts, Specials & Reduced Security Deposits 1.60

Senior Discounts 1.61

PROPERTY MANAGEMENT

POLICY AND PROCEDURES

TABLE OF CONTENTS

1. LEASING PROCEDURES AND REQUIRED DOCUMENTS (CONT) Section

Preferred Employer Program 1.70

Preferred Employer List 1.71

Realtor Referral Program 1.72

Referral Program for Non-Commission Employees 1.79

Cross Marketing Referrals 1.80

Rent Discounts and Leasing Bonus Programs 1.81

Lease Commissions/Policy Acknowledgement 1.82

Employee Suite Discount Policy & Procedure 1.85

CMHA Housing Choice Voucher Program 1.90-1.91

2. RESIDENT SELECTION CRITERIA Section

Age Requirements 2.1

Income Requirements 2.2

Debt Ratio 2.3

Employment Stability 2.4

Rental Reference/History 2.5

Credit History 2.6

Municipal Occupancy Codes 2.7

Criminal Background Reports 2.8

Security Deposit Requirements 2.9

3. RENT COLLECTION AND EVICTION Section

Rental Payments (Scanned Payments / Manual Payments) 3.1

Returned / Failed Payments 3.2

OneSite Delinquency Report 3.3

Rent Collection 3.4

Unpaid Balances 3.5

Filing the 3-Day Eviction 3.6

The KD Attorneys 3.6

Before Appearing in Court 3.6

Scheduling a Bailiff Move-Out 3.6

Canceling a Bailiff Move-Out 3.6

Re-Renting Suites of Residents Under Eviction 3.61

Eviction Costs and Filing Fees 3.7

4. PROPERTY DOCUMENTATION AND REPORTS Section

Property Reports 4.1

The Weekly Report 4.2

Daily Leasing Statistic Report 4.3

Availability Report 4.4

How to Sign on to the VPN 4.5 Property Evaluation Checklist 4.6

Maintaining Property Files/Documents/Forms 4.7

Disposal of Files / Records 4.8

PROPERTY MANAGEMENT

POLICY AND PROCEDURES

TABLE OF CONTENTS

5. LEASE RENEWAL AND NON-RENEWAL Section

Non Auto-Renewing Leases 5.1

Auto-Renewing Leases 5.2

Renewal Reporting in OneSite 5.3

For Cause Evictions 5.5

6. MOVE-OUT GUIDELINES Section

Notice to Vacate 6.1

Co-Resident Release 6.1

Reporting and Recording a Move-Out 6.1

Processing a Transfer 6.2

Residents Who Request to Break their Rental Agreement 6.2 Completing the Suite Move-Out Inspection 6.3

Processing Move Outs 6.4

7. PURCHASING PROCEDURES Section

Purchasing Goods and Services Policy/ Code of Conduct 7.1

Personnel & Responsibilities 7.2

How to Create a Purchase Order 7.3

Editing/Voiding a Purchase Order 7.4

Reoccurring Purchase Orders 7.5

OneSite Budget Report 7.6

8. FACILITIES/MAINTENANCE PROCEDURES Section

Service Requests 8.1

Emergency Maintenance Staff 8.2

OneSite Make Ready Board 8.3

Asset Management 8.4

OneSite Facilities Reports 8.5

9. LEGAL POLICY AND PROCEDURES Section

Guide to Fair Housing 9.1

Accommodation and Modification under Fair Housing 9.2

Reasonable Accommodation 9.3

Reasonable Modification 9.4

Service Assist Animal Policy 9.5

What Not to Say About Incidents 9.6

Incident/Injury Reports 9.7

Resident Notices 9.8