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
5. LEASE RENEWALS AND NON-RENEWALS Section
Non Auto-Renewing Lease Policy 5.1
Auto-Renewing Lease Policy 5.2
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
8. FACILITIES-MAINTENANCE Section
Service Requests 8.1
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