Ms. Management - Resident Relations Questions

Violent Behavior from a Resident
Rejected Application
Waiving Late Fees
Resident Noise (from a parking lot)
Rental Increase
Dealing with a Sensitive Situation
Resident Not on the Lease
Reporting Repairs
After-Hours Emergencies
Resident May Be Using Drugs
Conducting a Walk-through

Q: We sent a note to some residents telling them that their adult son had to move out, again, because he was causing a lot of problems -- extremely loud music, gun shots, etc. The parents, who are good residents, are pretty upset. Was there any other way to handle this?
A: Sending the note was unavoidable. You did the right thing. There should have been a police report filed. Even though his parents are good residents, they are governed by the same lease as everyone else who resides at your community and their son's actions are not in compliance with the lease agreement. Furthermore, everyone is entitled to a peaceful living environment.

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Q: What is the best way to deal with a rejected applicant? Do we have to tell them why they were rejected?
A: Always remember, it is the application that was rejected not the applicant. For example if the application was denied because the he/she did not meet the income requirements, you can say: "Unfortunately your application has been denied because the income level we require at the XYZ community is three times the amount of rent. Your application showed two-and a half times the rent. Is there any other type of income that you did not list such as alimony, child support etc.? We realize that income can go up due to raises, transfers or job changes. Should circumstances change we would be happy to run your application so you can make our community your home." Similar verbiage can be used if the application did not meet the employment or credit history requirements. Explain that you cannot deviate from the community's set qualification criteria, so it doesn't become a personal thing. Once again it is the application, not the applicant that is being denied.

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Q: Are there any good reasons for waiving late fees? I hear many sad stories every month.
A: Once you start messing with community policies, it can get ugly, because what you do for one resident should be done for all residents. You're opening a can of worms. Remember that your residents discuss all types of situations that take place on-site. Imagine two residents by the pool. One says to the other, "Our manager is the best. He or she waived my late fees. I feel valued as a resident." The other resident states, "They have never done this for me. Obviously he/she doesn't value me as a resident." Let the games begin! This is a breeding ground for discrimination.

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Q: Some of our residents have a tendency to come in rather late at night (or early in the morning depending on which way you see it). I've had several complaints about this, especially from those who rent homes overlooking the parking lot and near entrances. I've already posted several notices at the community to let residents know that they need to be quiet when they come in, but I have difficulty enforcing it. Is there any way I can enforce it without losing sleep over this?
A: That is a difficult situation, because anytime you live near the street or a parking lot there will be noise at various times. You might consider having a courtesy attendant work at your community. He or she could drive the parking area every 15 minutes. That might help. You offer to transfer your residents dependant upon how many there are and your costs. Have you checked to see if there's any window treatment, other that what is currently on the windows that could alleviate some of the problem?

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Q: The Highlands has a resident that is taking us to court because they feel the renewal increase is "unreasonable and unconscionable." I am gathering research from several sources. Do you know what the average rental increase is for the NYC metro area? Also, do you know what the average increase in rents is from lease-up to stability? Having it with your name etc will help us when we are in court! Thanks a bunch!
A: I couldn't begin to tell you about the average renewal increase percentage for NYC Metro Area. I would call seven-to-ten competitive communities and ask them what their average renewal increase is and how often they increase their rental rate. That should give you somewhat of an idea. There really isn't an average in rental increase from initial lease-up to stability that I am aware of. What I can tell you is that it depends on the property and market conditions. If the subject property is comparable in the market then it will bear a rental increase.

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Q: I own and manage a couple of small properties. Recently, the neighbors have been complaining about another resident's behavior. Because the situation is rather "sensitive," I am hesitant to bring up the problem. I believe that the complaint is valid. How should I handle this?
A: My first question would be, "Does his/her behavior violate any of the lease terms or community policies?" You said that you believe the complaint is valid. You have a responsibility to your residents to get it resolved. It would probably be best to set up individual appointments with the residents and discuss the sensitive situation. I would then follow up in writing as to what was discussed and how the problem can best be resolved. Then notify the residents how the complaint will be resolved. You might also look at your community policies and add a paragraph concerning certain types of behavior that are not acceptable.

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Q: One of our residents has a "guest" that stays over very frequently. I believe that the "guest" is actually a new resident that is not on the lease. Should I confront the resident about this or mind my own business?
A: You could mention the next time you have an opportunity to met with this resident that a few residents have thought that there might be a new resident in his/her apartment. If so the new resident will have to fill out an application and they will need to come into the office and sign a new lease. If nothing else, it will let the existing resident know that management has a handle on any and all activity at their apartment community, which will eventually cause them to fess up about the so-called guest. This is a tough one because there is no tangible proof. Good luck.

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Q: Some of our residents are slow to report needed repairs. Things that were minor problems sometimes cause major damage because they go unreported. For instance last week there was an electrical fire because a resident hadn't reported a "funny scorched smell" he'd noticed for a week. We usually end up paying for these major repairs. How can I convince the residents it's best to report problems early?
A: It is in the resident's best interest to call in service requests immediately, before the problem escalates and causes more damage. In turn this would cause the residents more inconvenience, not to mention possible damage to their personal belongings. This will show the residents that you are concerned for their welfare and are acting as soon as possible when there is a repair, not matter how minor, is in their best interest.

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Q: I'm an on-site manager. Many of the residents knock on my door or call me at all hours of the day or night. Some of these are problems that should be handled immediately, but the majority of them are trivial things that can wait until my regular office hours. What's the best way to get the residents to respect my time off?
A: Prepare a letter from management concerning what constitutes an emergency and how it should be handled. Also, explain in detail the office hours, the number of the answering service and after hours phone numbers. Clearly communicate community policies if is it not already in place. Thank your residents for going through the proper channels. Tell them how much you would appreciate them allowing you to relax and enjoy your much-needed time off. Let them know your door is always open during office hours and if there is a real emergency, the team member on call will contact you immediately. Thank them for their cooperation.

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Q: What should I do if I suspect one of my residents has been using drugs? Am I liable for his actions if he gets arrested?
A: In checking the wording of your lease agreement, you will probably find some language where the resident agrees to abide by community policies; to respect the rights and privileges of other residents; to not allow any illegal activity to take place inside the home. If the resident is in violation of the lease and you have evidence of that violation, then you need to require compliance. Suspicion is not evidence, but you should talk to your supervisor about how to proceed.

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Q: When a new resident moves in, do you think it's better to do a walk-through with residents upon move-in or give them a move-in condition report and let them fill it out at their leisure?
A: To me, without exception, the move-in sets the tone for the entire working relationship with your resident whether it is positive or negative. It is more positive to conduct a walk-through together and it shows your resident that you are customer driven and that the management team will live up to everything they were told and sold prior to move-in. Take that extra time, schedule the walk-through with the resident and start the relationship off on the right foot. This is a crucial part of resident retention.

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