ABODE September 2018 by HAA Publishing

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THE HOUSTON APARTMENT ASSOCIATION MAGAZINE

www.haaonline.org

ABODE September 2018

MAINTENANCE Are We Prepared? Itâ&#x20AC;&#x2122;s been a year since Hurricane Harvey. Are we prepared for other natural disasters?

We See You at the Bowling Tournament, Go-Getter Happy Hour and much more!

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CONTENTS September 2018

ON THE COVER

FEATURES & PHOTOS

32 On the Scene – Photos from HAA “Netflix & Bowl” Bowling Tournament.

Top Techs – HAA continues to recognize Honors Awards recipients in this month's ABODE with Q&As from our maintenance professionals and supplier partners. Leadership and budgetfocused articles are also included in this issue. Cover Tool Image © Atman | Dreamstime.com

36 Top Techs – Meet the top maintenance professionals in the Houston area, the 2018 HAA Honors Award winners. 44 Always An Ambassador – Meet the 2018 HAA Honors Award Supplier of the Year Izzy Garza and Rising Star Mat Tilley. 48 Feedback: A Leadership Tool – People want real and frequent feedback. And, we need to get better at giving it. 50 Building an Effective Yearly Budget – An outline to system create property budgets. 56 On the Scene – Photos from the July ACES Luncheon. 58 On Site with ABODE – Take a closer look at three of the Honors Awards winning properties.

COLUMNS & MONTHLY UPDATES 7 President’s Corner – As summer wraps up, HAA is focused on a refreshed set of goals, aspiring young professionals and affordable education. 8 Patron of the Month – Meet and support AAA Plumbers. 9 Legislative Update – Legislative issues to remember in multifamily maintenance. 11 It’s The Law – It’s been a year since Hurricane Harvey, are we prepared for other natural disasters? 14 Resident Relations – Learn more about a recent case mediated by the HAA Resident Relations Committee. 19 Upcoming Education – Find out what education courses the Houston Apartment Foundation is offering in September and October. 20 Calendar – HAA’s schedule of events for the coming months. 26 NAA Update – Ghosting doesn’t only happen in the dating world. 28, 30 On the Road with HAA – See photos from the Sugar Land and Pasadena Leasing 101 seminars. 54 Meet Who’s NEXT – Here’s our monthly 40 questions for a NEXTer. 62 Welcome Mat – Find out about the newest HAA members. 64 Go-Getters – Celebrate Membership! 68 The Ambassador ONE Society – The Ambassadors have moved! 70 Portfolio Changes and In the News – Property updates and industry news clips from our members. 74 Index of Advertisers – See the supplier members who support this publication. 75 MarketLine – The latest area market numbers. 76 BackPage – News from around the community.

We welcome your comments. Email us at comm@haaonline.org.

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OFFICERS AND ASSOCIATION LEADERSHIP STARLA TURNBO President-Elect

JOHN BORIACK Vice President at Large

MICHELLE PAWELEK President

DIANE GILBERT Vice President at Large

BARBY LAKE Vice President at Large CLAY HICKS Secretary/Treasurer

CHRISTY RODRIGUEZ Vice President at Large

HOWARD BOOKSTAFF General Counsel

JEFF HALL Executive VP

BOARD OF DIRECTORS Kyle Brown, Immediate Past President Josh Allen Mack Armstrong Cyrus Bahrami Jeff Blevins John Boriack Kyle Brown Joe Bryson Tina Cavaco Grant Crowell Scott Douglas Ian Douglas Gina Erwin John Fedorko Israel Garza Diane Gilbert Stephanie Graves Ira Gross Alison Hall Bryan Head Clay Hicks Deborah Holcombe Jacob Kunath Barby Lake Laura Lestus David Lindley Robert Lopes Sonia Lopez Kristin McLaughlin Carlos Neto Dean O’Kelley Michelle Pahl Velissa Parmer Jenifer Paneral Mark Park Michelle Pawelek Jackie Rhone Christy Rodriguez Kelly Scott Kurt Seidel Kim Small Debbie Sulzer Starla Turnbo Shelley Watson Quintina Willis Tracie Yoder

DIRECTORS EMERITUS Ken Bohan Gary Blumberg Kathy Clem Jack Dinerstein Darlene Guidry Jenard Gross David Hargrove Larry Hill Stacy Hunt Hap Hunnicutt David Jones Mike Koch Dick LaMarche Tim Myers P. David Onanian John Ridgway Eileen Subinsky Steve Sweet Kirk Tate Suan Tinsley H.J. Tollett Pat Tollett Vic Vacek Jr. Beth Van Winkle Jerry Winograd ADVISORY DIRECTORS Terri Clifton Brenda Crawford Tamara Foster Billy Griffin Mary Lawler Cesar Lima Karen Nelsen Lindsay Torres Laura Van Dyck Tony Whitaker GENERAL COUNSEL EMERITUS Joe Bax HONORARY LIFE MEMBERS Claude Arnold Kenn Brown Tina Cavaco Kevin Fenn Diane Gilbert Anita Harrison Dwayne Henson

Mike Koch Merry Mount Monette Reynolds Sherry Stevenson Kirk Tate Suan Tinsley Sonny Unverzagt Del Walmsley Nancé Wells H.P. Paul Young Jeanne Marie Zublin Dicks PRODUCT SERVICE COUNCIL OFFICERS Grant Crowell, CAS, President The Urban Foresters Jacob Kunath, CAS, Vice President Century A/C Supply Laura Lestus, CAS, Secretary The Liberty Group David Lindley, CAS, Treasurer FSI Construction Inc. Israel Garza, CAS, Immediate Past President Maintenance Supply Headquarters MEMBERS Marivel Bownds, CAS, Valet Living Dixie Caldwell-Greer, CAS, The Liberty Group Peggy Charles, CASE, Fidus Construction Services Dylan Coleman, CAS Camp Construction Services Deborah DeRouen, CAS, Respage Derek DeVries, CAS, Camp Construction Services Brian Febbo, CAS FSI Construction

Dan James, CAS Redevelopment Services Debra Knight, CAS, Valet Living Stephanie Krop, CASE, Poolsure Liz Levins, CAS, Rasa Floors Candis Mohr, CAS, AAA Plumbers Doug Oehl, CAS Power Express Joseph Rodriguez, CAS, The Urban Foresters Blaise Spitaleri, CAS, Rasa Floors Mat Tilley, CAS, WeDoTrash PATRON MEMBERS 1961 CSC ServiceWorks 1986 Craven Carpet 1994 AAA Plumbers Presto Maintenance Supply 1996 Houston Planned Energy Systems 1997 RentPath 1999 FSI Construction Inc. 2003 Cotton Commercial USA Inc. Dixie Carpet Installations 2009 Camp Construction Services 2013 Interior Logic Group Property Services 2018 Apartments.com

SPONSOR MEMBERS 1968 Century A/C Supply Hoover Slovacek LLP Reliant 1973 Brady Chapman Holland & Assoc CORT Furniture Rental & Retail Sales 1974 Mueller Water Conditioning Inc 1976 Great American Business Products 1977 Webb Pest Control 1978 Houston Metro Electrical Corp The Liberty Group 1981 AmRent Marvin F Poer & Company 1983 Namco Mfg Co Inc Sherwin Williams Company 1984 RENCON 1985 Gemstar Construction Development Inc 1986 ApartmentData.com 1988 W Partnership 1992 Alexander-Rose Associates Inc Saint Clair & Sons Inc 1998 AAA Staffing Ltd CoreLogic Rental Property Solutions 2000 Moveforfree.com Inc Pura Flo Corporation 2001 Apartment Life Inc 2002 American Fire Systems Direct Energy LP Southwest Painting Contractors Inc 2003 Sign-Ups & Banners 2005 LSR Multifamily Swain & Baldwin Insurance & Risk Management United Protective Services 2006 Bell's Laundries CAD Restoration Services LLC DoodyCalls Lopez Carpet Care & Painting Masonry Solutions Inc Roto-Rooter Services Co TXU Energy Multifamily Services Valet Living 2008 ARE Business Solutions LLC Flavor Finish Resurfacing HARCO Insurance Services Texas Turf Management 2009 Contractors Inc Moen Inc Redevelopment Services Storm Maintenance & Monitoring 2010 ALN Apartment Data Inc BAC Products Belfor Property Restoration Certified Termite and Pest Control FTK Construction Services 2011 DNM Contracting Inc Fantastic Floors Greenway Environmental Services Infinite Energy Inc Parking Management Company/PMC Towing 2012 ABC Supply Co Inc Accent Sign & Awning Co BGE/Brown & Gay Engineers Inc Cantrell McCulloch Inc EnviroSmart Multifamily Pest Solutions Giordano Construction Inc Go-Staff, Inc Maldonado Nursery & Landscaping Inc Nationwide Eviction Texas Concrete Professional Company 2013 ACTIV Answer by Audio Images Arbor Contract Carpet Inc ASAP Steamers Carpet Cleaning Comcast Gambit Construction Outdoor Elements Pool Works LLC

StoveTop FireStop Tidal Renovations LLC 2014 Adventure Playground Systems Inc Chadwell Supply Classic Same Day Blinds J National Jonah Systems LLC MX2 Commercial Paving Pathfinder Insurance Group Perma-Pier Foundation Repair of Texas Ram Jack Foundation Solutions Texas Apartment Pool Services The Katy Plumbing Company WCA Waste Corporation Zillow Group Rentals 2015 Air Pro Systems America Outdoor Furniture ASAP Personnel Inc BSI Cameras Onsite Competitive Choice Inc CSILED.com DeNyse Companies Division-9 Inc Fix My Slab Foundation Repair Gateman Inc Greater Houston Pool Management Holder's Pest Solutions Infinity Power Partners Kathy Andrews Interiors Notifii LLC Pace Mechanical Services, LLC Power Express The Allshouse Group LLC The Lane Law Firm Wilsonart 2016 Action Window Coverings Inc Allied Fire Protection Lp Bath Fitter BH Fitness North America Cinch – Cabinet Refacing Kits Citi Fence & Concrete E-Systems Pest Management Inc Ecolo Environmental, Inc Embark Services Fidus Construction Services Fun Abounds Green City Recycler Green City Security LLC Guardian Chimney Sweep Halo Doors Inc Hive JLL Johnstone Supply Kastle Systems KONE Leah McVeigh Design and Consulting Liquid Waste Solutions McCann Total Security Solutions Murrah & Killough PLLC Paul Davis Restoration North Houston Quantum Fitness RAM Construction Sparkle Wash Pressure Washing Texas Southwest Floors Inc The Home Depot ValencePM WASH Multifamily Laundry Systems WellKept Whitmans Contracting and Roofing 2017 911 Security Cameras, Inc ACT Security Group Action Gypsum Supply All About Doody Pet Solutions LLC All American Mailboxes of Houston Inc Allegion Anderson Restoration Apartment Total Services APTexx Inc Aquatic Training Institute ARK Appliances BioTechs Crime & Trauma Scene Cleaning South Houston Brooklet Energy Distribution Buddy's Roofing & Construction Co Cano Electric, Inc City Supply Co Inc Classic Towing Continental Adjusters Inc Creative Surface Cypress Landscaping & Irrigation, Inc D&C Painting Designs by Holmes Disaster Restore 365 Energy Ogre Ernie Smith and Sons Roofing LLC Fast Forward Services LLC Finishes Etc LLC

Frost Insurance Agency Gage Multifamily Services General Recon, LLC Griddy Energy Henley & Henley PC Houston SEAL Patrol Division LLC Lithotech Printed Products/Forms Center McMahan's Flooring Inc MPS Direct Norman Construction NorthMarq Capital On Site Towing LLC Pack-It Movers Paragon Roofing Inc Paul Ryan Windows Quick Relief Restoration Re-Mark Technologies Group LLC RealState Investments LLC Rent Accelerator Residential Waste Service LLC Roof Top Innovations Rutherford Services Inc SEAL Security Solutions LLC Secure Insurance Securecomm, Inc Special Touch Landscaping Student Movers Inc Swiff-Train Company Symmons Industries Texas Engineered Roofing & General Contracting Texas Eviction LLC Top Notch Fitness & Wellness USA Patrol Division Vima Decor WBI General Contractor LLC Willbanks & Associates Inc 2018 A Homestead Specialist LLC A Quick Restoration Inc AAdvantage Laundry Systems AirAide LLC Apartment Lines Apex Lighting LLC Archcon Arizona Tile Assa Abloy Astros Carpet & Painting Inc Bank Financial BBO Professional Carpet Cleaning Belvoir Real Estate Group LLC Benjamin Moore Galveston Bay Paint & Decorating CashFlow Pros LLC Centex Construction ClearView Landscape Management Core 24/7 Restoration Services Durastone Corporation EDR Construction Finish Factory Inc Globus Management Group Good Guys of Texas Green Garbology Guardian Gutters H&H Fire and Security Homeland Protective Services Jet Wrecker Service Justice Patrol Services LLC K-Simon Construction Ledge Lounger Lone Star General Matrix Construction Services Merricks Company MirrorMate Frames Mosquito Scott Pest Control NGC Renovation O'Conor, Mason & Bone PC Penco Access Control PERQ LLC Phoenix Roofing & Construction Poolworx Preventive Pest Control Red Dog Dumpsters Rent Debt Automated Collections RG Miller Engineers Royalty Landscape Spray and Play Strickland Law Firm PLLC Surface Designers Remodeling Inc TDECU Insurance Agency Technogym Texas Premier Builders/Designs Texas Steam - Laars Heating Systems TNCPA Turn2 Solutions LLC USI Southwest Wellman Exteriors Westlake Home & Commercial Services Wholewood Cabinets Wildlife Removal Experts LLC Windstorm Restoration Wonder Wall Wraps Inc

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ABODE SEPTEMBER 2018 I VOLUME 41, ISSUE 9 Executive Vice President and Publisher

JEFF HALL, CAE jhall@haaonline.org EDITORIAL AND DESIGN STAFF

Director of Publications and Design DEBORAH NIX dnix@haaonline.org Writer/Editor MORGAN TAYLOR mtaylor@haaonline.org ADVERTISING

Vice President of Membership and Marketing AMANDA SHERBONDY asherbondy@haaonline.org CONTRIBUTING STAFF

Vice President and General Manager SUSAN HINKLEY, CAE shinkley@haaonline.org Vice President of Professional Development EMILY HILTON, CPP ehilton@haaonline.org Vice President of Public Affairs ANDY TEAS, CAE ateas@haaonline.org Vice President of Finance NANCY LI LO, CPA nlo@haaonline.org Director of Information Technology ART EIDMAN aeidman@haaonline.org Director of Resident Relations MATILDE LUNA mluna@haaonline.org Director of Events and Meetings LAUREN WOLFSON lwolfson@haaonline.org Director of Rental Credit Reporting TINA DEFIORE tdefiore@haaonline.org Education and Meetings Coordinator KAREN MITCHELL kmitchell@haaonline.org Strategic Growth Manager LAUREN TURNER, CMP lturner@haaonline.org Membership and Marketing Coordinator KAYLON NICHOLS knichols@haaonline.org Public Affairs Specialist ALPA PATEL apatel@haaonline.org Webmaster and IT Specialist WILL ALFARO walfaro@haaonline.org PRINTER

TGI PRINTED www.tgiprinted.com HOUSTON COMMITTEE Executive Program & Budget Nominating Ethics Investment Fair Housing By-Laws Past Presidents Council Strategic Outreach Legislative HAA Political Action Committee Multifamily Fire Safety Alliance Developers Century Club PAC Fundraising Media Relations Golf Leadership Development Product Service Council Community Outreach Resident Relations Appeals Resident Relations A Resident Relations B Membership Ambassador ONE Society 2018 Expo IROC Education Advisory Council Career/Community Development NEXT HAF Fundraiser HAA Street Team Property Awards

APARTMENT ASSOCIATION COMMITTEES CHAIR STAFF ADVISOR MICHELLE PAWELEK JEFF HALL STARLA TURNBO JEFF HALL KYLE BROWN JEFF HALL BETH VAN WINKLE JEFF HALL CLAY HICKS JEFF HALL KAREN NELSON JEFF HALL ALISON HALL JEFF HALL JENIFER PANERAL JEFF HALL CLAY HICKS LAUREN TURNER STARLA TURNBO ANDY TEAS STACY HUNT/JOHN RIDGWAY ANDY TEAS JOHN FEDORKO ANDY TEAS CYRUS BAHRAMI ANDY TEAS DAVID LINDLEY ALPA PATEL DAVID JONES ALPA PATEL DEBORAH HOLCOMBE ALPA PATEL KIM SMALL ALPA PATEL JACKIE RHONE SUSAN HINKLEY GRANT CROWELL SUSAN HINKLEY QUINTINA WILLIS SUSAN HINKLEY DARLENE GUIDRY MATILDE LUNA ELAINE LEEPER MATILDE LUNA KATHY MOTIS MATILDE LUNA TINA CAVACO AMANDA SHERBONDY DEBORAH DEROUEN/DEREK DEVRIES AMANDA SHERBONDY JACOB KUNATH AMANDA SHERBONDY STEPHANIE BRYSON EMILY HILTON STEPHANIE GRAVES/MONICA GRACIA EMILY HILTON KELLY SUESS EMILY HILTON LINDSAY TORRES/DAVID LINDLEY EMILY HILTON MICHELLE PAHL/DAN JAMES LAUREN WOLFSON BRANDON THOMAS LAUREN WOLFSON RICHARD WALL/PENNY SPRANG TINA DEFIORE

HOUSTON APARTMENT ASSOCIATION MISSION AND VISION HAA is the leading advocate, resource and community partner for quality rental housing providers in the Houston and surrounding area. HAA develops leadership in the multifamily industry by engaging broadly diverse membership, embracing effective technology and advocating for a geographically inclusive association.

Visit HAA Online at www.haaonline.org ABODE IS THE OFFICIAL PUBLICATION OF THE HOUSTON APARTMENT ASSOCIATION. Serving the multihousing industry in Austin, Brazoria, Chambers, Colorado, Fort Bend, Harris, Liberty, Matagorda, Montgomery, San Jacinto, Waller and Wharton counties. ABODE, SEPTEMBER 2018 VOLUME 41, ISSUE 9 ABODE (USPS 024-962) is published monthly by the Houston Multi Housing Corporation. Publishing, editorial and advertising offices are located at 4810 Westway Park Blvd., Houston, Texas 77041. Telephone 713-595-0300. The $50 annual ABODE subscription rate is included in all member dues and additional subscriptions are available. The annual subscription rate is $50 for members, $65 for non-members. Advertising rates are available upon request. Contributed material does not necessarily reflect the views and opinions of the Houston Apartment Association. Copyright Â© 2018 by HAA. Periodicals Postage Paid at Houston, Texas. POSTMASTER: Send address changes to ABODE, 4810 Westway Park Blvd., Houston, Texas 77041.

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Stand Up & Stand Out

Meet the next class of our industryâ&#x20AC;&#x2122;s top 40 industry professionals under the age of 40 40 Under 40 Honoree Reception Wednesday, September 19 Prohibition Supperclub & Bar 1008 Prairie St., 77002 5:30 p.m. to 8:30 p.m. www.haaonline.org/40under40

Excellence Sponsors Signature Sponsor

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President’s Corner

By MICHELLE PAWELEK, CPM, CAPS, 2018 HAA President

STRATEGIZING SUCCESS As summer wraps up, HAA is focused on a refreshed set of goals, aspiring young professionals and affordable education.

OUR MAINTENANCE TEAMS are the heart and soul of our communities. It’s our maintenance teams who work around the clock, all year long, even during the hot Houston summers, to keep our communities running properly. They are the ones dealing with sewer backups and fixing A/C units. They are face-to-face with residents every day making sure residents are happy in their homes. We owe so much to our maintenance teams. This is the month we celebrate them with Q&As from our three maintenance Honors Awards winners. Our suppliers are true partners in this crazy business, and we could not accomplish nearly as much as we do without their continued support. Be sure to check out the interview with our Supplier of the Year and the recipient of the Rising Star Award. All of this starts on Page 36. Forty Under 40 There are numerous Houston Apartment Association members under the age of 40 who have already accomplished many goals in their careers. HAA has a wealth of ambitious young professionals, which is evident in

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the 200-plus nominations HAA received. This is the second time HAA is hosting this program, and I am excited to recognize this group of up and coming industry leaders. See Page 6 for more information. Strategic Plan In 2016, HAA set a strategic plan, which included specific goals that served as the broad priorities for the association. We are coming close to the end of this three-year strategic plan and HAA has accomplished nearly each goal. Those goals included recruiting, training and developing industry talent, expanding legislative advocacy, cultivating community partnerships, technology solutions to efficient online resources and enhancing HAA’s communication internally and externally. Just last month, several members, along with the HAA Executive Committee and the HAA staff came together to create the Strategic Plan for the next three years. The plan was based off of the feedback we received from our membership survey. The general goals of the new plan are enhanced technol-

ogy, membership onboarding and developing industry leaders, furthering our advocacy efforts, improved communication, recruiting talent to our industry, more promotion of HAA and continued evaluation of programs and products. We are all eager to get to work on advancing our association even further. Chili Fest: New Location With HAA’s annual chili cookoff right around the corner, I want to remind everyone that our Chili Fest location has changed. This year, Chili Fest will be at the Humble Civic Center located at 8233 Will Clayton Parkway in Humble. Visit www.haaonline.org/chili for updates and registration. HAA is able to offer affordable industry education and Chili Fest is a family-fun event that raises a significant amount of money for education grants and classes. The silent auction also raises money for a local charity of the Chili Committee’s choosing. It’s a fun event that supports two great causes, and I look forward to seeing everyone there on Saturday, October 20.

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These companies have generously supported the Houston Apartment Association with their patron membership. Please give them careful consideration, whenever possible, in your business.

Houston Planned Energy Systems

Apartments.com

HAA Member since 1978

HAA Member since 1997

Cotton Commercial USA Inc.

Interior Logic Group Property Services

HAA Member since 1982

Presto Maintenance Supply HAA Member since 1983

CSC ServiceWorks HAA Member since 1961

Craven Carpet HAA Member since 1986

Camp Construction Services HAA Member since 1994

September Patron of the Month

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September 2018

HAA Member since 1985

AAA Plumbers HAA Member since 1984

FSI Construction Inc. HAA Member since 1999

Dixie Carpet Installations HAA Member since 1987

RentPath HAA Member since 1979

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Legislative Update

By STARLA TURNBO, HAA Legislative Chair, with ANDY TEAS, CAE, Vice President of Public Affairs

MAINTENANCE AND THE GOVERNMENT Legislative issues to remember in multifamily maintenance.

WE OFTEN THINK of the apartment industry’s legislative issues as big financial matters that only affect company executives and investors. Increasingly, federal, state and local legislative matters impact the day-to-day operation and maintenance of a multifamily property. Here are a few legislative matters for you and your on-site teams to keep in mind. This is not a complete list (it wouldn’t fit in one magazine article) but a few important things to keep in mind. Federal Requirements If your property has a pool, you’re probably familiar with the Virginia Graeme Baker Pool & Spa Safety Act, which requires special anti-entrapment drain covers and equipment in swimming pools and spas throughout the United States. Not only does your pool need to be in compliance, but you need to keep the paperwork that shows when your drain cover was installed. It’s only good for a specific number of years, depending on the type you have. Ask local pool suppliers or maintenance supply companies for help determining specific drain cover. The Federal Communications Commission (FCC) has a rule that requires you to allow residents to have satellite dishes, subject to a number of restrictions. There is an article in the TAA Redbook with all the details, and you need to know the rules as you deal with residents trying to attach satellite dishes to the buildings. Texas Requirements Smoke Alarms: Texas law requires smoke alarms in every apartment unit in Texas. In recent years, this was expanded to require a smoke alarm in each bedroom. The owner has to make sure it works when the resident moves in, but it’s the resident’s responsibility after that. If you’re notified by a resident that a smoke alarm is missing or inoperable, you need to fix it “within a reasonable time … ” Security Devices: Texas law is really specific about door and window locks. Every exterior www.haaonline.org

door to a unit needs a “keyless bolting device” – usually a deadbolt lock with a lever on one side of the door and nothing on the other side with at least a 1-inch throw into a metal strike plate. Each door needs a wide-angle door viewer (peephole). Every window needs a latch. Every sliding glass door needs a pin lock. There are very specific requirements about the type and placement of these in your TAA Redbook. When you do a make-ready, it’s a good idea to check all the security devices for compliance. Hot water: This sort of thing is usually governed by local codes, but Texas law specifically requires the property to “… supply hot water of a minimum temperature of 120 degrees Fahrenheit.” Keep in mind that 120-degree water isn’t going to be that hot at the kitchen tap in the farthest unit from the boiler, so plan accordingly. Swimming Pools: Texas law requires a 4-foot high fence with a self-closing, self-latching gate around an apartment pool. This is measured on the outside side of the fence, which always seems to be in a flower bed, for some reason. It’s important for maintenance technicians to be aware of this. A thick layer of nice, new mulch may be great for the plants, but it might put your fence out of compliance. Gate latches seem to require frequent, if not constant, service, and should be at the top of any maintenance tech’s list of items to check. State rules require a shepherd’s crook, ring buoy and throwing rope. These aren’t toys, but residents sometimes feel otherwise. A frequent check of these safety items is an important task for your maintenance staff. Another state rule involves the emergency phone. Again, a quick, frequent check of the phone by your on-site team is a good idea. Employee liability: For many years, some jurisdictions would send inspectors to an apartment property. If something was amiss, they would write a ticket to the first employee they spotted, sometimes holding a part-time leasing agent or an assistant maintenance technician personally, criminally liable for some sort of construction defect. The legislature finally

passed a law saying an employee can’t be held personally liable as long as they give the inspector the name and contact information of the owner. If you are a maintenance tech, make sure you know this information. Local Requirements County and city requirements can vary greatly by jurisdiction. Historically, the Houston Apartment Association had their primary focus on the City of Houston, but we have been striving to do a better job of keeping track of local requirements in other areas. Here are a few maintenance items to keep in mind: Swimming Pools: Most cities in our area, including Houston, have long required an annual permit for your swimming pool and/or spa. Harris County now requires an annual pool permit as well. Harris County’s pool permit is free as long as you pass your initial inspection, but there is a fee if they have to come out and re-inspect. Houston and Harris County inspect to the state enclosure law and rules mentioned above. Fire Code: Houston uses a modified version of the International Fire Code, with a few changes specific to our city. In older Houston apartments, any time a single-station smoke alarm (the old 9-volt battery kind that is not interconnected) is broken or missing, you need to replace it with a sealed, tamper-resistant alarm with a lithium battery. When maintenance techs replace an alarm, make sure they are using the approved type. Many jurisdictions in our area require carbon monoxide alarms in units with gas appliances or enclosed garages in the same building (Houston does not). Many jurisdictions also require large, older apartment buildings to be retrofitted with monitored, pullstation fire alarms. Houston requires this only for hotel-style properties where the units open into enclosed hallways. Don’t turn a vacant unit into a maintenance shop – your “R-2” occupancy classification means that unit is for residential use only. If your property has access / See Legislative, Page 27 September 2018

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It’s the Law

By HOWARD BOOKSTAFF, Hoover Slovacek LLP , HAA General Counsel

ARE WE PREPARED?

It’s been a year since Hurricane Harvey hit Houston, but are we prepared for other natural disasters?

BELIEVE IT OR not, it’s been a year since Hurricane Harvey devastated the Gulf Coast. We are still dealing with the aftermath! Some Houstonians have not yet moved back into their homes. Apartment owners continue to deal with insurance companies, lenders and the rehabilitation process. After Harvey, I wrote three articles. The Aftermath published in October 2017 addressed a number of issues regarding the termination of leases, repairing the property and transferring residents to other units. Harvey Continued published in November 2017 discussed ongoing issues regarding raising rent, dealing with personal property left in an uninhabitable unit and returning security deposits and mold remediation issues. Remnants of Harvey published in December 2017 addressed issues relating to recovery of damages due to the intentional release of flood water from the Barker and Addicks Reservoirs. Although many of the issues were covered in the previous articles regarding what happens after a disaster hits, we now have the opportunity to discuss how we might prepare before an event occurs. Let’s discuss what you might think about now in preparation of what could occur later. Establish line of communication with residents. Situation to avoid: You manage a 200-unit apartment property. A storm hits, causing the bottom floor to flood and residents to vacate. Three days later, after assessing the damage, you decide that you have to terminate leases and want residents to move all of their belongings out so that the rehabilitation process can begin. Problem: You can’t get ahold of your residents. They have scattered to all different parts of Texas. You wish you would have planned in advance how to communicate with residents and how residents could get ahold of you. www.haaonline.org

As many owners found out Although many of the issues were covered in the after Harvey hit, one of the previous articles regarding what happens after a most important things you disaster hits, we now have the opportunity to discuss can do is to keep residents informed with respect to what is how we might prepare before an event occurs. going on in your community Let’s discuss what you might think about now in and what is expected of them. preparation of what could occur later. In preparation of a disaster, you and your residents should know how to get ahold of one another after • Identify emergency numbers that may be the event occurs. Although you may have lost useful with both city and county officials (inpower at the property, there should be a cluding the numbers for police and fire degame plan to contact residents to keep them partments). informed and for residents to know who they • Identify any evacuation plans you have can contact if they have questions. for the property. It would beneficial to have your residents’ • Any other information you think might email addresses and cell phone numbers. It be helpful to residents in their effort to prewould also be beneficial to have all residents pare for the oncoming event. knowledgeable on how you would communicate to them through a property resident porKeep management and maintenance tal, the property website or another method. personnel informed as to their It may be important to note the standard TAA responsibilities. rental application requests that the applicant Be sure you are able to get ahold of all identify the applicant’s email address and cell management and maintenance personnel phone number. The standard application also before, during and after an event occurs. It allows the applicant to provide an emergency would be helpful to have a company-wide contact, which may be helpful when attemptmethod of communication that allows you to ing to reach someone who has evacuated. have the amount and level of employees needed to be on hand. If employees have Keep your residents informed. trouble themselves with their living situaOnce you have established a line of comtions, you may need to call on other employmunication with residents, you should be ees that may not have expected to be on call. prepared for the type of information you will A preemptive meeting would be helpful to provide to residents. Before a disaster occurs, explain whatever plan you have developed so you may want to send out a preemptive letter that all employees are on the same page. with a number of tips a resident might find beneficial in the event a storm hits such as: Protect your documents. • What lines of communication have been A number of owners lost documents durestablished (see above) so that residents ing Harvey. The management office where know how to contact you or where to get documents were kept flooded and hard property information. copies as well as computers were damaged. • Tips on what to do during a storm (the To avoid this type of situation, be sure that SafeinMyPlace page on the HAA website may you have access to all documents off site. Albe helpful). though you don’t need to necessarily keep September 2018

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copies of documents in an alternate location, you should, at least, be able to access documents through an off-site computer system. This would allow you to duplicate any documents that may be lost. This would be helpful in any disaster including a fire. Prepare in advance for what might happen later. Many owners and management companies become experts in their rights and responsibilities after a flood occurs. It’s a good idea to refresh your memory with respect to the options you may have if your property is damaged. One of the first things you will need to do if your property has sustained damage is to determine the status of leases. If the property is not habitable, you may want to exercise rights to terminate the lease and have residents move their personal belongings out so that the rehabilitation process can begin. Section 92.054(b) of the Texas Property Code provides that if after a casualty loss the unit is totally unusable for residential purposes, either the owner or the resident may terminate the lease by giving written notice to the other at any time before repairs are com-

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pleted. If the lease is termiWith proper planning and knowing your rights and nated, the resident is entitled only to a pro rata refund of rent responsibilities, you may be in a better position to from the date the resident deal with a storm should it occur. Hopefully you’ll moves out and to a refund of never need your emergency plan, but its better to any security deposit otherwise have it and not need it than not have it when required by law. you need it! Under Section 26.5 of the standard TAA lease, if the owner believes that catastrophic damage is substancause of the casualty, but only on judgment of tial or that performance of needed repairs a county or district court. Consequently, the poses a danger to the resident, the owner resident has rights if the unit is partially unusmay terminate the lease by giving at least five able but can only exercise those rights after a days written notice. If the lease is terminated, court proceeding. Of course, absent a judgthe owner will refund pro rated rent and all ment from a court, the parties can agree to a deposits, less lawful deductions. reduction of rent if they choose to do so. In the event that the unit is not habitable, With proper planning and knowing your you have the right to terminate the lease by rights and responsibilities, you may be in a giving appropriate notice. In doing so, you better position to deal with a storm should it will cut off the resident’s responsibility to pay occur. Hopefully you’ll never need your emerrent but can require the resident to move all gency plan, but its better to have it and not personal belongings from the unit. need it than not have it when you need it! Pursuant to Section 92.054(c), if after a casualty loss the unit is partially unusable for Want more “It’s the Law”? residential purposes, the resident is entitled to See current and previous issues of ABODE a reduction in the rent in an amount proporonline at http://issuu.com/haa_abode. tionate to the extent the unit is unusable be-

www.haaonline.org

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Resident Relations from the RESIDENT RELATIONS COMMITTEE

EXTENDED STAY

A resident disputes prorated rent charges for the days he remained in his unit waiting out Hurricane Harvey. A RESIDENT FILED a complaint with

HAA to dispute charges. The resident supplied management with proper notice to move out on Aug. 26. The resident’s lease was up on Aug. 31. Because Hurricane Harvey hit Houston on Aug. 25, the resident was forced to remain in his apartment home. The resident informed management that although he signed a lease at another apartment community, he was considering staying for another year. Management responded to the resident, informing him that his apartment home was pre-leased and that they did not have a two-bedroom apartment home available. The resident kindly responded that he understood and would be now moving out Sept. 2 through

The HAA Resident Relations Committees provide Sept. 3 due to Harvey. The resident was an impartial review of resident complaints using the charged with a carpet documentation provided by both the resident replacement, because and management. the original carpet was heavily saturated with pet urine, which the resident felt he was charged accordingly for. The resihis unit until Sept. 4 and was not charged with dent was disputing the appropriate prorated month-to-month fees for the four days after rent, valet trash and utility charges for the his lease contract ended. extra four days he remained in his apartment The committee decided in favor of manhome. agement. Charges were justified. The resident Management responded to HAA and that owes the property $614.90. response was forwarded to the resident. ManIf you are a manager with a resident agement felt the resident was charged accordrelations issue, call HAA at 713-595-0300 ingly. They allowed the resident to remain in for direct assistance. I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

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September 2018

I wasn’t expecting it at all. I was surprised that they nominated me!” said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job don or get it right, I’m satisfied with that don’t need recognition. As long as m resident and my management and th owner are happy, I’m happy. It was a good experience, though, feeling tha way. I didn’t know that someone wa watching!”

www.haaonline.org

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Make your company

STAND

OUT

Stand out from the black and white listings in the 2019 Directory & Buyerâ&#x20AC;&#x2122;s Guide, the must have tool for every multifamily professional! Grab the attention of todayâ&#x20AC;&#x2122;s decision makers by telling them why they should call you first.

Generate more leads from the HAA Buyer's Guide which has a circulation of 4,600 printed and delivered copies. Reach over 2,800 apartment communities, over 800 management companies and over 800 supplier companies who rely on the HAA Directory and Buyer's Guide when searching for member companies to do business with. EXTEND your exposure! Our full page advertisers get an extra boost of marketing by having their online listing moved to the TOP of the search page along with their company logo displayed at www.haabuyersguide.com. PLUS! Tab (section divider) advertisers will get a FREE 12-month scrolling banner ad on the Buyer's Guide website. (Limited space available.) This offer ends soon! Early Rates are available until July 31. Final ad space sales will close on September 30.

For advertising rates and options, visit http://www.haaonline.org/BuyersGuide/

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Bill DinersteinMemorial T o u r n a m e n t

Monday, October 1, Sugar Creek Country Club, 420 Sugar Creek Blvd,Sugar Land, TX 77478

Benefiting the Houston Apartment Association Political Action Committee

Join us for the 39th annual HAA Golf Tournament. Prizes for: Closest To Pin • Longest Drive • Tournament prizes awarded for 1st, 2nd and 3rd place, net scores. Check-in opens at 8 a.m. with a breakfast buffet. Shotgun start at 9 a.m. with award reception to follow. Two owner/management and two suppliers per team. NEW! Golf Ball Launcher One Golf Ball Launcher shot may be purchased for $30 per player. The ball is accurately launched over 300 yards. If all players from the team buy a shot, team takes an Eagle on the hole. Registration fee includes golf fees, breakfast, beverages during play and reception. *Please note this event is open to sponsors and players only, no spectators. In the event of rain, your contribution will go to the HAA Political Action Committee. Contributions are not tax-deductible as charitable contributions under the Internal Revenue Code. Paid for by HAA Political Action Committee, Stacy Hunt, Treasurer.

Payment must be made by personal credit card Visa, MasterCard, American Express or Discover or personal check payable to HAA PAC. Payment must accompany registration. HAA is prohibited from accepting corporate contributions for PAC events. If a team does not consist of two owner/management and two suppliers, they will be disqualified from team awards. Name __________________________________________________________________________________________________ ____________ Company________________________________________________________________ Phone (____________)_________________________ MC____ Visa____ AmEx____ Discv_______ Credit Card #________________________________________________________________________ CC Security Code____________ Expiration Date__________ Name on Card______________________________________________________________ Number of players (two owner/management, two supplier) paid for___________ @ $180 each by September 21/$200 after September 21 = $_________ Add “Golf Ball Launcher” for $30 $_________ = _____________ (total amount paid). Owner/Management Name____________________________________________Company_______________________________ Handicap___________ Owner/Management Name____________________________________________Company_______________________________ Handicap___________ Supplier Name________________________________________________Company___________________________________ Handicap___________ Supplier Name________________________________________________Company___________________________________ Handicap___________ Mail completed form and payment to: HAA PAC, 4810 Westway Park Blvd., Houston, Texas 77041. Credit card registrations may be emailed to golf@haaonline.org; payment must accompany registration.

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Upcoming Education

SEPTEMBER CAMT Interior and Exterior Maintenance & Repair Tuesday, September 11 8:30 a.m. to 5 p.m. Program fee: $795 full course; $165 as a standalone seminar Sponsored by Presto Maintenance Supply The Interior and Exterior Maintenance & Repair course gives learners what they need to know to keep the interior and exterior of the buildings on their property in excellent shape, both through repair and preventive maintenance. See Page 23 for details. CAMT Electrical Maintenance & Repair Wednesday, September 12 8:30 a.m. to 5 p.m. Program fee: $795 full course; $165 as a standalone seminar Sponsored by Brandt Electrical A/C & Heating Services The Electrical Maintenance & Repair course provides attendees the solid foundation in electrical work to be successful, especially when working with appliances and HVAC. See Page 23 for details. CAMT Plumbing Maintenance & Repair (Two days) Thursday, September 13 8:30 a.m. to 5 p.m. Sponsored by AAA Plumbing Course dates are Thursday, September 13 and Friday, September 14. The Plumbing Maintenance & Repair course teaches students how to maintain and repair plumbing systems and fixtures. See Page 23 for details.

SCHEDULE AND FEES

From the HAA EDUCATION DEPARTMENT

APPLE: Maintenance Session 2 – Quick and Efficient Turnovers with Don Willard Tuesday, September 18 8:30 a.m. to noon Sponsored by The Liberty Group The apartment community staff has an enormous role to play in quick and efficient turnovers. We will provide the tools and the knowledge to help improve the efficiency of your turnovers and offer ideas to get your apartment homes back on the market quickly. See Page 22 for details. Certified Pool Operator Course (Two days) Wednesday, September 19 8:30 a.m. to 5 p.m Program fee: $299 Successful completion of this two-day course will result in a five-year certification from the National Swimming Pool Foundation, and ensures pool chemicals are being used properly and when appropriate. We will dispel the myths in pool care and tremendously reduce chemical expenses and extend the life of your pool. This is recommended for anyone working with pools, as well as property managers, in order to be up-to-date regarding local codes and to reduce risk and liability. The course fee of $299 per person includes textbook, exam fees and meals for both days. 40 Under 40 Reception Wednesday, September 19 5:30 p.m. to 8:30 p.m. Prohibition Supperclub & Bar 1008 Prairie, 77002 Program fee: $75 Excellence Sponsors AAA Plumbers and FSI Construction, Signature Sponsor Gemstar Construction Development

are subject to change without prior notification. Notice of cancellation is required two days in advance to receive a refund, less a $25 administrative fee. Seats are guaranteed on a first-come, first-served basis when payment and registration are received in advance of the program. Unless otherwise indicated, courses are held in either the Camden and Michael Stevens Interests Room or the Direct Energy and Liberty Personnel & Executive Search Room at the Dinerstein Reed Prokop Education Center, 4810 Westway Park Blvd. on the second floor of the HAA Office www.haaonline.org

The Houston Apartment Association invites you to a special reception honoring the industry's top 40 professionals under the age of 40. See Page 6 for details. APPLE: Marketing Session 3 – Let’s Talk Trends: Technology, Digital Advertising and Marketing Trends with Marla Posey Thursday, September 20 8:30 a.m. to noon Program fee: $50 Sponsored by Best Plumbing In this session we discuss the emerging trends in multifamily technology, digital advertising and marketing, and provide suggestions on how to navigate the noise, what to watch and what to take a deep dive into now. See Page 22 for details. IROC Breakfast Friday, September 21 7:30 a.m. to 10 a.m. Program fee: $25 Sponsored by TXU Energy Multifamily Services The Independent Rental Owners' Connection (IROC) offers customized education and networking programs just for you. Whether you're a brand-new apartment community owner or have been a part of the industry for many years, we encourage you to network within your fellow independent owners. Leasing 101 (Day and a half) Tuesday, September 25 8:30 a.m. to 4 p.m. Program fee: $65 prior to September 25; $75 at the door An in-depth introduction to the apartment industry for new leasing professionals as well as those individuals looking to learn

more about the industry as a career. This one-day program covers topics including: greeting and qualifying the customer; executing the lease contract; overcoming objections and closing techniques; an overview of Fair Housing and more. Students who complete the course will receive a certificate, as well as a listing of placement agencies and management companies that are members of HAA. If you are not working for a member company of HAA, download the registration form at http://www.haaonline.org/ images/programs/pdf/leasing101_ 2018.pdf. ACES Luncheon Friday, September 28 11:30 a.m. to 1 p.m. Location: TBD Sponsored by Belfor Property Restoration and TPI Construction & Painting Please note that this program is open only to executives in property management (owners, presidents, regionals, supervisors, marketing/ training directors and etc.). Eligible attendees to ACES luncheons are permitted to invite any of their staff to the programs, provided the registration also includes at least one person at the supervisor level or above.

OCTOBER NALP I: Bringing in New Residents – Be Prepared Tuesday, October 9 8:30 a.m. to noon Program fee: $325 per member; $425 per nonmember; $65 as a standalone seminar / See Education, Page 25

Building. Seating is limited. You must pre-register. For more information and to register, go online at www.haaonline.org. Notice to Attendees: All pre-registered no-shows will be billed. For admittance into HAA/HAF events, payments will be required at the door if not received prior to the event. Start times listed above include a 30-minute registration period. Notice of cancellation is required two days prior to the event for a refund, less a $15 administrative fee. September 2018

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SEPTEMBER S M T W T

Calendar HAA Education, Events and Meetings SCHEDULE

2 3 4 5 6 7 9 10 11 12 13 14 16 17 18 19 20 21 23 24 25 26 27 28 30

S 1 8 15 22 29

OCTOBER S M T 1 2 7 8 9 14 15 16 21 22 23 28 29 30

W 3 10 17 24 31

T 4 11 18 25

F 5 12 19 26

S 6 13 20 27

SEPTEMBER 5

New Supplier Member Orientation Wednesday, September 5 3 p.m. Christian’s Tailgate Bar & Grill 2820 White Oak Drive, 77007 All new supplier members welcome. Contact Amanda at asherbondy@haaonline.org for details.

CAMT Electrical Maintenance & Repair Wednesday, September 12 8:30 a.m. to 5 p.m. Sponsored by Brandt Electrical A/C & Heating Services

Onsite-Goes-Offsite: Pearland Thursday, September 13 4 p.m. to 6 p.m. Calling all Pearland and surrounding-area apartment and management personnel. Join us for networking and fun. No suppliers, please. Contact Lauren Turner at lturner@haaonline.org for details. Sponsored by ApartmentData.com

IROC Breakfast Friday, September 21 7:30 a.m. to 10 a.m. Sponsored by TXU Energy Multifamily Services

Ambassador ONE Society Meeting Wednesday, September 5 4 p.m. to 5:30 p.m. Christian’s Tailgate Bar & Grill 2820 White Oak Drive, 77007 Contact Amanda at asherbondy@haaonline.org for details.

11 CAMT Interior and Exterior Maintenance & Repair Tuesday, September 11 8:30 a.m. to 5 p.m. Sponsored by Presto Maintenance Supply

Resident Relations Committee B Meeting Wednesday, September 12 2 p.m.

13 CAMT Plumbing Maintenance & Repair (Two days) Thursday, September 13 8:30 a.m. to 5 p.m. Sponsored by AAA Plumbing

18 APPLE: Maintenance Session 2 – Quick and Efficient Turnovers with Don Willard Tuesday, September 18 8:30 a.m. to noon See Page 22 for details. Sponsored by The Liberty Group

19 Certified Pool Operator Course (Two days) Wednesday, September 19 8:30 a.m. to 5 p.m. Leasing 101 (Day and a half) Tuesday, September 19 8:30 a.m. to 4 p.m. Forty Under 40 Reception Wednesday, September 19 5:30 p.m. to 8:30 p.m. Prohibition Supperclub & Bar 1008 Prairie, 77002 See Page 6 for details. Excellence Sponsors AAA Plumbers and FSI Construction, Signature Sponsor Gemstar Construction Development

26 Board Meeting Wednesday, September 26 4:30 p.m. to 6 p.m. Sponsored by Hire Priority Staffing & Executive Search

27 HAAPAC Luncheon Thursday, September 27 11:30 a.m. to 1 p.m. Contact Alpa at apatel@haaonline.org for details. Sponsored by Secure Insurance Go-Getters Meeting Thursday, September 27 3:30 p.m. to 5:30 p.m. Café Adobe 7620 Katy Fwy, 77024 Visit the Go-Getters Corner at www.haaonline.org/gogetters for tips and tools for recruiting. Sponsored by AAA Plumbers and Crestmark Construction Services

28 ACES Luncheon Friday, September 28 11:30 a.m. to 1 p.m. Sponsored by Belfor Property Restoration and TPI Construction & Painting

20 APPLE: Marketing Session 3 – Let’s Talk Trends: Technology, Digital Advertising and Marketing Trends with Marla Posey Thursday, September 20 8:30 a.m. to noon See Page 22 for details. Sponsored by Best Plumbing Onsite-Goes-Offsite: Lake Jackson Thursday, September 20 4 p.m. to 6 p.m. Calling all Lake Jackson and surrounding-area apartment and management personnel. Join us for networking and fun. No suppliers, please. Contact Lauren Turner at lturner@haaonline.org for details. Sponsored by Apartments.com

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September 2018

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Please note that dates and times are subject to change. Check the calendars at www.haaonline.org for the most up-to-date information.

OCTOBER 1

18-19

Bill Dinerstein Memorial Golf Tournament Monday, October 1 8 a.m. to 3 p.m. Sugar Creek Country Club 420 Sugar Creek Blvd., 77478 See Page 18 for details and sponsorship information.

Industry Math Wednesday, October 10 8:30 a.m. to noon Resident Relations Committee A Meeting Wednesday, October 10 2 p.m.

CAMT Appliances Maintenance & Repair (2 days) Thursday and Friday, October 18 and 19 8:30 a.m. to 5 p.m. See Page 23 for details. Sponsored by Ferguson Facility Supply

APPLE: Leadership Session 3 – The Spin Cycle: Managing Employee Turnover with Mindy McCorkle Wednesday, October 24 8:30 a.m. to noon See Page 22 for details. Sponsored by Redevelopment Services

New Supplier Member Orientation Wednesday, October 3 3 p.m. Christian’s Tailgate Bar & Grill 2820 White Oak Drive, 77007 All new supplier members welcome. Contact Amanda at asherbondy@haaonline.org for details.

Leasing 101 – Lake Jackson (One day) Thursday, October 11 8 a.m. to 6 p.m. Sponsored by ALN Apartment Data

28th Annual Chili Fest Saturday, October 20 Noon to 5 p.m. NEW LOCATION: Humble Civic Center 8233 Will Clayton Parkway, 77338 We’re bringing Chili back! Mark your calendars for the 2018 Chili Fest. See Page 73 for details.

Onsite-Goes-Offsite: Baytown Wednesday, October 24 4 p.m. to 6 p.m. Calling all Baytown and surrounding area onsite personnel. Please join us for a little networking and fun. No suppliers, please. Contact Lauren Turner at lturner@haaonline.org for details. Sponsored by Apartments.com

NALP V: The Sales Process and Building Relationships Tuesday, October 23 8:30 a.m. to noon See Page 24 for details. Sponsored by CORT Furniture & Retail Sales

HAAPAC Luncheon Thursday, October 25 11:30 a.m. to 1 p.m. Program fee: $30 per PAC member; $40 per non-PAC member Contact Alpa at apatel@haaonline.org for registration and details.

Ambassador ONE Society Meeting Wednesday, October 3 4 p.m. to 5:30 p.m. Christian’s Tailgate Bar & Grill 2820 White Oak Drive, 77007 Contact Amanda at asherbondy@ haaonline.org for details.

9 NALP I: Bringing in New Residents – Be Prepared Tuesday, October 9 8:30 a.m. to noon See Page 24 for details. Sponsored by CORT Furniture Rental & Retail Sales NALP II: Marketing and Maintaining Your Community Tuesday, October 9 1 p.m. to 4 p.m. See Page 24 for details. Sponsored by CORT Furniture Rental & Retail Sales Onsite-Goes-Offsite: Fort Bend Tuesday, October 9 4 p.m. to 6 p.m. Calling all Fort Bend and surrounding area onsite personnel. Please join us for a little networking and fun. No suppliers, please. Contact Lauren Turner at lturner@haaonline.org for details. Sponsored by Apartments.com

APPLE: Core Session 6 – Sales Isn’t for Sissies with Katie Rigsby Thursday, October 11 9 a.m. to noon See Page 22 for details. Sponsored by Best Plumbing

12 HAA NEXT: Professional Development Breakfast Friday, October 12 8 a.m. to 10 a.m. Sponsored by Earthworks

16-17 CAMT HVAC Maintenance & Repair (2 days) Tuesday and Wednesday, October 16 and 17 8:30 a.m. to 5 p.m. See Page 23 for details. Sponsored by Brandt Electric A/C Heating & Services

16 NALP III: Why Your Competition Matters Tuesday, October 16 8:30 a.m. to noon See Page 24 for details. Sponsored by CORT Furniture & Retail Sales

NALP VI: Effectively Meeting the Needs of Current Residents Tuesday, October 23 1 p.m. to 4 p.m. See Page 24 for details. Sponsored by CORT Furniture & Retail Sales

26 It’s the Law Luncheon Friday, October 26 11:30 a.m. to 1 p.m. Sponsored by Texas Apartment Pool Services

30 NALP Market Survey Presentation & Exam Tuesday, October 30 10 a.m. to 3:30 p.m. See Page 24 for details. Sponsored by CORT Furniture & Retail Sales

NALP IV: Relevant Laws and How to Apply Them Tuesday, October 16 1 p.m. to 4 p.m. See Page 24 for details. Sponsored by CORT Furniture & Retail Sales

UNLESS OTHERWISE NOTED, all events meet at our Dinerstein Reed Prokop Education Center, 4810 Westway Park Blvd., second floor, in either the Direct Energy and Liberty Personnel & Executive Search or the Camden and Michael Stevens Interests Room. Meetings located at the HAA Offices, 4810 Westway Park Blvd., first floor, will be held in the Redi Carpet and Winograd Families/Judwin Properties Conference Room. See www.haaonline.org for an interactive calendar. www.haaonline.org

September 2018

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Professional Development: APPLE Workshop Series

Grow your career with the right ideas, the best advice and go to the head of the class – Grab an APPLE! APPLE features some of the best nationallyacclaimed speakers in the industry. Annual Property Subscriptions are also available with unlimited attendance for all on-site property staff to all sessions at discounted prices: • Only $199 per year per property for properties with fewer than 200 units • Only $399 per year per property for properties with 200 to 350 units. • Only $450 per year per property for properties with more than 350 units.

Contact the HAA Education Department at education@haaonline.org or see more and register online at www.haaonline.org.

APPLE is sponsored by

ABODE

September 2018

? r a n i m e s a d e Ne 50 $ ly n o t a d e ic r p are

ns Individual sessio eal for quality education! st l a e r a , n o s r e p r pe MAINTENANCE APPLE: Maintenance - Session 2 September 18 Quick and Efficient Turnovers with Don Willard The apartment community staff has an enormous role to play in quick and efficient turnovers on the apartment community. We will provide the tools and the knowledge to help improve the efficiency of your turnovers and ideas to get your apartments back on the market quicker. You and your staff will have a new and more in-depth understanding of how to effectively manage turnovers. This session will cover: • Organizing to improve production • Unit inspection techniques • Strategies to reduce callbacks on new move-ins • Supplies and tools used in the make-ready process • Make-ready preventive maintenance • and more APPLE : Marketing - Session 3 September 20 Let’s Talk Trends -Technology, Digital Advertising and Marketing Trends with Marla Posey The spark that was, and continues to be, the catalyst for change is technology and innovation. As new offerings are released every day, sometimes it’s hard to keep up and determine what the most valuable new platform is to watch or implement. In this session we discuss the emerging trends in multifamily technology, digital advertising and marketing, and provide suggestions how to navigate the noise, what to watch and what to take a deep dive into now. Learning Objectives: • Lay the foundation on how innovation is making our efforts easier, better and more efficient • Discuss timeline and introductions of new innovation we use today vs. 20 years ago • Draw the connection on how technology and invocation has

positively impacted our daily lives • Review emerging trends for multifamily technology, digital advertising and marketing • Explore our Top 10 list for “Watch vs. Plunge” APPLE: Core - Session 6 October 11 Sales Isn’t for Sissies with Katie Rigsby This three-part, interactive program uses the acronym SISSY to highlight what it takes to be successful in sales. Learn the do’s and don’ts of social media marketing and what you can do to market your community for free. Participants will be challenged to share common customer objections and work together to create thoughtful and understanding responses in order to overcome the objection and bring the sale to a close. Attendees will learn how important a positive customer experience is to reducing turnover, increasing occupancy and maintaining a positive reputation. Key Takeaways: • Learn how to become a more effective sales person and increase occupancy • Master the art of overcoming objections to seal the deal • Understand how effectively using social media can reduce turnover and increase traffic • Recognize the key role you play in successfully marketing and selling your property • Establish a plan to increase customer satisfaction and build a positive reputation • Obtain valuable knowledge about today’s renter APPLE : Leadership - Session 3 October 24 The Spin Cycle – Managing Employee Turnover with Mindy McCorkle Employee turnover is one of the most expensive challenges we deal with. And let’s face it, some turnover is inevitable and needed. Hear how to manage the turnover while maintaining morale and momentum.

www.haaonline.org

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Spend a few days with HAA building your future! Certified Apartment Maintenance Technician Program’s objective is to further the technical, business and personal development skills of today’s multifamily maintenance technician, resulting in improved on-the-job performance and a heightened awareness of customer service and responsibility. Course Schedule: 8:30 a.m. to 5 p.m. Total Program Cost: $795 Tuition can be paid per module: $165 per module for five modules.

CAMT Course Required Modules: Technical Courses: The five technical courses take place in the classroom with an instructor presenting core concepts and procedures, as well as leading course participants through reinforcing learning activities. These activities will range from discussions to solving “what if” scenarios to hands-on activities. After each course, learners will go online to go through practice scenarios for that course. These scenarios let learners play the role of a maintenance technician in a realistic and safe environment. They will make decisions to prioritize, diagnose and repair problems, just as they would on the job.

Interior and Exterior Maintenance and Repair Tuesday, September 11 Electrical Maintenance and Repair Wednesday, September 12 Plumbing Maintenance and Repair Thursday and Friday, September 13-14 Heating, Ventilation and Air Conditioning Maintenance and Repair Tuesday and Wednesday, October 16-17 Appliances Maintenance and Repair Thursday and Friday, October 18-19 Comprehensive Exam TBA

Programs sponsored by AAA Plumbers Brandt Electrical A/C & Heating Services LLC Ferguson Facility Supply Presto Maintenance Supply

September 2018

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ore m e Se

.org e n i l aon a h . ww at w

Education is your key to a great future

Distinguish yourself amongst a field of “tour guides” – learn to be a real salesperson and attain your NALP credential this year. The National Apartment Leasing Professional Program enhances the skills of the apartment leasing professional, resulting in better informed, highly professional individuals with increased lease activity and improved resident relations. Course Location and Schedule: Courses are held at the HAF Dinerstein Reed Prokop Education Center, 4810 Westway Park Blvd., off the beltway at Clay Road. Morning Sessions: 8:30 a.m. – Check-in and registration 9 a.m. to 12 p.m. – Program Afternoon Sessions: 12:30 p.m. – Check-in and registration 1 p.m. to 4 p.m. – Program

Sponsored by CORT Furniture Rental & Retail Sales

Total Program Cost: $325 Individual modules may be taken as stand-alone seminars at $65 per module. NALP I: Bringing in New Residents: Be Prepared Morning Session, October 9 This course focuses on the skills needed to deliver exceptional leasing support. From personal organization and time management to teamwork and technology, the top leasing professional applies these talents to a successful outcome for prospective residents. NALP II: Marketing and Maintaining Your Community Afternoon Session, October 9 Explore the importance of image, reputation and brand in well-maintained communities. The course covers a detailed list of what keeps a community in peak showable condition, along with the importance of a robust and varied marketing approach for maximum exposure. NALP III: Why Your Competition Matters Morning Session, October 16 A loyal and satisfied resident is at the heart of this course. The leasing professional is a critical component in inspiring and maintaining loyalty but must also understand the role of competitors and their offerings. This knowledge must be complete, accurate and timely. NALP IV: Relevant Laws and How to Apply Them Afternoon Session, October 16 This course teaches a full spectrum of Fair Housing and ADA compliance for both prospective and current residents. In addition, the course covers laws applying to prospect screening, application verification, the lease and lease addenda. NALP V: The Sales Process and Building Relationships Morning Session, October 23 Learn the foundations of relationship selling and the importance of problem-solving for both the prospective and current resident. Learn essential duties such as listening and responding specifically to the customer, handling objections and meaningful ways to close the sale. The course closes with a personal assessment of sales readiness. NALP VI: Effectively Meeting the Needs of Current Residents Afternoon Session, October 23 Once the prospective resident moves in, the leasing professional’s relationship and responsibilities continue. Learn the importance of handling maintenance and resident issues and continuing to be the positive brand for the community. Lease renewals and a focus on the all-important resident’s sense of community are pivotal skills for success. NALP: Market Survey Presentation & Exam: October 30

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Sponsored by CORT Furniture Rental & Retail Sales This course focuses on the skills needed to deliver exceptional leasing support. See Page 24 for details. NALP II: Marketing and Maintaining Your Community Tuesday, October 9 1 p.m. to 4 p.m. Program fee: $325 per member; $425 per nonmember; $65 as a standalone seminar Sponsored by CORT Furniture Rental & Retail Sales Explore the importance of image, reputation and brand of wellmaintained communities. If you are taking this as a standalone course, please arrive to our facility by 12:30 p.m. in the event the morning course finishes early. See Page 24 for details. Industry Math Wednesday, October 10 8:30 a.m. to noon Program fee: $99 A new curriculum authored by the NAA, this half-day workshop is an excellent opportunity to sharpen your mathematical skills in preparation for attending any of the credential programs. From calculating percentages, to converting fractions and understanding averages and more, this is your chance to "go back to school" in a relaxed and low-stakes environment. Learn how various mathematical calculations influence operations and get introduced to the more advanced concepts you'll need to know to advance in your industry career. Leasing 101 – Lake Jackson (One day) Thursday, October 11 8 a.m. to 6 p.m. Program fee: $65 prior to October 11;; $75 at the door Sponsored by ALN Apartment Data An in-depth introduction to the apartment industry for new leasing professionals as well as those individuals looking to learn more about the industry as a www.haaonline.org

career. This one-day program covers topics including: greeting and qualifying the customer; executing the lease contract; overcoming objections and closing techniques; an overview of Fair Housing and more. Students who complete the course will receive a certificate, as well as a listing of placement agencies and management companies that are members of HAA. If you are not working for a member company of HAA, download the registration form at http://www.haaonline.org/ images/programs/pdf/leasing101_ 2018.pdf. APPLE: Core Session 6 – Sales Isn’t for Sissies with Katie Rigsby Thursday, October 11 9 a.m. to noon Program fee: $50 Sponsored by Best Plumbing This three-part, interactive program uses the acronym SISSY to highlight what it takes to be successful in sales. See Page 22 for details. HAA NEXT: Professional Development Breakfast Friday, October 12 8 a.m. to 10 a.m. Program fee: $10 Sponsored by Earthworks This niche group within HAA is dedicated to the networking and professional development needs of HAA members 35 and younger. Network with your peers at this low-cost breakfast and grow your career together among the next generation of HAA leadership. CAMT HVAC Maintenance & Repair (2 days) Tuesday and Wednesday, October 16 and 17 8:30 a.m. to 5 p.m. Program fee: $795 for the full course; $165 as a standalone seminar Sponsored by Brandt Electric A/C Heating & Services The Heating, Ventilation, and Air Conditioning Maintenance and Repair course teaches students how various heating and air conditioning systems work, as well as how to maintain and

repair these systems. See Page 23 for details. NALP III: Why Your Competition Matters Tuesday, October 16 8:30 a.m. to noon Program fee: $325 per member; $425 per nonmember; $65 as a standalone seminar Sponsored by CORT Furniture & Retail Sales A loyal and satisfied resident is at the heart of this course. The leasing professional is a critical component in inspiring and maintaining loyalty, but must also understand the role of competitors and their offerings. See Page 24 for details. NALP IV: Relevant Laws and How to Apply Them Tuesday, October 16 1 p.m. to 4 p.m. Program fee: $325 per member; $425 per nonmember; $65 as a standalone seminar Sponsored by CORT Furniture & Retail Sales This course teaches a full spectrum of Fair Housing and ADA compliance for both prospective and current residents. If you are taking this as a standalone course, please arrive to our facility by 12:30 p.m. in the event the morning course finishes early. See Page 24 for details. CAMT Appliances Maintenance & Repair (2 days) Thursday and Friday, October 18 and 19 8:30 a.m. to 5 p.m. Program fee: $795 for the full course; $165 as a standalone seminar Sponsored by Ferguson Facility Supply This course teaches students how to install, diagnose and repair the key appliances they will encounter on the job. See Page 23 for details. NALP V: The Sales Process and Building Relationships Tuesday, October 23 8:30 a.m. to noon Program fee: $325 per member; $425 per nonmember; $65 as a standalone seminar

Sponsored by CORT Furniture & Retail Sales Learn the foundations of relationship building and the importance of problem solving for both the prospective and current resident. See Page 24 for details. NALP VI: Effectively Meeting the Needs of Current Residents Tuesday, October 23 1 p.m. to 4 p.m. Program fee: $325 per member; $425 per nonmember; $65 as a standalone seminar Sponsored by CORT Furniture & Retail Sales Learn the importance of handling maintenance and resident issues and how to continue to be a positive brand for the community. See Page 24 for details. APPLE: Leadership Session 3 – The Spin Cycle: Managing Employee Turnover with Mindy McCorkle Wednesday, October 24 8:30 a.m. to noon Program fee: $50 Sponsored by Redevelopment Services Learn how to manage the turnover while maintaining morale and momentum. See Page 22 for details. It’s the Law Luncheon Friday, October 26 11:30 a.m. to 1 p.m. Program fee: $25 Sponsored by Texas Apartment Pool Services Join HAA's Legal Counsel, Howard Bookstaff, for lunch and a legal discussion in a casual environment. NALP Market Survey Presentation & Exam Tuesday, October 30 10 a.m. to 3:30 p.m. Sponsored by CORT Furniture & Retail Sales A required component for attaining the NALP credential, students take a comprehensive online exam and present their market survey findings to the class in a semi-formal presentation. See Page 24 for details. September 2018

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Industry Update from the NATIONAL APARTMENT ASSOCIATION and the NATIONAL MULTIHOUSING COUNCIL

HAVE YOU BEEN GHOSTED? Ghosting doesn’t only happen in the dating world. Just ask any leasing associate. Find out how to keep it from happening to you.

YOU’VE HAD ENGAGING

conversations with a prospective resident and they’re genuinely considering moving into one of your apartments. Then, poof, they’re gone. No follow-up, zero response to your messages, no correspondence whatsoever. You’ve been ghosted. But as industry aficionado Kate Good explained at the Apartmentalize session, “Sales and Marketing to Get Past Ghosting,” a reason probably exists as to why you were ghosted. Good, Senior Vice President of Development and Operations for Hunington Residential, also imparted tactics to avoid future ghosting occurrences. “Today, people have a lot of choices, and it’s up to us to make sure that we’re not ghosted,” said Good, also a member of The Apartment All Stars management consulting and speaking group. “Ghosting is what is standing in the way of conversion, and we have to find a way to stand up to that. How are we going to stand out and be the brand that they pay attention to?” If you’re ghosted, don’t feel bad. A whopping 78 percent of those aged 18 to 33 report having been ghosted in some capacity. And, it’s a frequent occupational hazard in the apartment industry. The idea is to learn from the experience and evolve from it. Reasons why a prospect ghosts you vary. They range from timing, the prospect working with a competitor, the community doesn’t fit their need or maybe you’ve made a mistake. Perhaps you called them by the wrong name, your advertised rate doesn’t match the actual rate, your listed office hours are inaccurate or your application process is too cumbersome and drives them away. Perhaps the customer is “just not that into you.” “When we look at these concerns, we can also look for ways to overcome them,” Good said. “Improving on your mistakes allows you to build a brand that people like to engage with.” Additionally, “People buy from people

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they like. Be the professional who focuses on relationship building rather than price and square footage. Always remember that people genuinely do not want to disappoint you.” Good mentioned prominent brands such as Delta, Burberry and Wendy’s, which have cultivated a consistent message. After implementing a cheeky social media campaign that included an epic Twitter feud with rival McDonald’s, Wendy’s experienced a 49.7 percent year-over-year sales growth. Customers reach out to these brands via social media on a daily basis. The conversation never ends because these brands continue to engage the customer. You won’t find ghosts here. The overriding message is that building a fun, exciting and consistent brand is attracting consumers and helps to avoid sales and marketing teams from being ghosted. IRO: How Successful Independent Rental Owners Deal With Difficult Conflicts Staying proactive and anticipating possible scenarios can alleviate the fallout caused by disagreement. Conflict is inevitable. Regardless of the community you manage, challenges will occur and often will involve your residents. These conflicts can range from minor, runof-the-mill complaints to legal issues. The ability to avoid such disputes – and to take proper action when they do occur – are valuable commodities, according to the Apartmentalize 2018 session “How Successful Independent Rental Owners Deal With Difficult Conflicts.” Reflective listening, proactive solutions and reasonable expectations are three ways to properly manage conflicts, according to the panel. “When a resident is discussing a conflict with you, let them finish,” says Rick Snyder, President and Owner/Broker of R.A. Snyder Properties. “Don’t interject or think about what you’re going to say next. If necessary,

pause before you respond to de-escalate their emotions and show you’re reflecting.” Snyder recommends brainstorming solutions in advance so you’re not forced into a hasty decision. This requires a collaborative approach with your onsite team, particularly with regard to fair-housing conflicts, other legal matters or unique situations such as hoarding. A hoarding situation is a scenario in which reasonable expectations come into play. For instance, you can’t expect a hoarding resident to have their apartment completely clear within three days. To avoid conflicts, or squash them quickly, onsite teams must be aware of the most frequent varieties and have plans in place for each. These include feuds between residents or families; the demanding, complaining, never satisfied resident; the intimidating and threatening resident; and the resident who is engaged in illegal or disturbing activities. Proper resident screening is one way to eliminate some of these potential issues before they arrive. “We’re seeing more and more incidents where residents are harassing each other, or sometimes the owner and the management,” says Lynn Dover, Managing Partner for the Fair Housing Chapter of Kimball, Tirey & St. John. “The resident has the right to expect reasonable solutions to their problems. But that doesn’t always mean there is going to be a perfect solution.” With warring neighbors, for instance, sometimes a clear solution simply doesn’t exist. That’s when management teams might have to get creative to appease all parties. Possessing an awareness of your management style, whether authoritarian, collaborative or deferential, and having the ability to modify can also help resolve disputes.

/ See NAA Update, Page 63

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Legislative, continued from Page 9 gates, make sure a fire department-approved copy of the gate plans is available on site, and that you squirt a bit of silicon or graphite lock lube (not WD-40) into the 911 lock from time to time so the lock works when emergency responders need it. Whenever you have outside contractors (or your own maintenance staff) in your attics, make sure they repair any holes – even small ones – in the attic draft stops. Habitability: Houston apartments are scrutinized by a number of different departments, but primary responsibility falls to Habitability Inspection. Here are the most common maintenance-related violations they see. • Make sure your property is registered (free at http://www.houstonmultifamily.org/), and that you have a print-out of your registration. Same with your certificates of occupancy (one for each building). Make sure your boiler inspection and gas test (if your property has natural gas) are up to date. • Make sure you have your “311 sign.” Under the Habitability Ordinance, every property is required to post "A "NOTICE TO ALL RESIDENTS" legibly typed or printed in a font 28 points or larger, in both English and Spanish, the substance of which Notice is as follows: "IF ANY CONDITION of this building CREATES A HAZARD to human safety or health, REPORT THE CONDITION to the building's manager or owner. You also may report the condition to the City of Houston by calling the City's Service Helpline at 311." • Make sure all your sewer cleanout caps are in place. Always have some spare caps on hand in case any disappear. • Check electrical boxes. Make sure panels are intact and that they are not locked. They need to be properly grounded. • Check your pools. Self-closing gate latches need to be working, and pool lighting needs to be protected with a Ground-Fault Circuit Interrupter (GFCI). • Speaking of GFCI, you need one anywhere you plug in a soft drink machine – a lot of owners miss that. • Habitability doesn't measure outdoor lighting lumens or foot candles, but if you have a light socket, there needs to be a bulb in it. • If you have large laundry rooms with underground lint traps, make sure the traps are serviced regularly. They need to be pumped out from time to time to work properly. • Cracked, chipped and missing siding needs to be repaired or replaced. Bad siding exposed to rain over time leads to water incursion and structural problems. (Note: This is an updated version of the “Legislative Update” from the September 2017 issue of ABODE Magazine.) www.haaonline.org

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On the Road with HAA Sugar Land Leasing 101 Tuesday, June 19 at the Hilton Garden Inn Sugar Land Sponsored by 1 RentPath Leasing 101 hit the road again, heading to Sugar Land with instructors Mindy Price and HAA General Counsel Howard Bookstaff. Attendees from the area learned more about the apartment industry during this informative seminar.

HAA IS REACHING OUT to better serve our members by bringing targeted networking and educational events to different parts of our 12-county service area. Contact Outreach Manager Lauren Turner at lturner@haaonline.org to sign up for these FREE, management-only events where you can learn about issues affecting your area and network with your fellow managers. Want to host an event? We are looking for member properties to host a Region Meeting. Contact lturner@haaonline.org. 28

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On the Road with HAA Pasadena Leasing 101 Tuesday, July 19 at the Hampton Inn & Suites Pasadena Sponsored by 1 Sherwin Williams Coming to you from Pasadena, HAA Education Outreach had a full house for our July Leasing 101 session. Thank you Terri Clifton, Courtney Darton and Howard Bookstaff for teaching the course. It was great to see so many students eager to grow their career in the apartment industry.

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On the Scene Photos by MARK HIEBERT, Hiebert Photography HAA “Netflix & Bowl” Bowling Tournament Friday, July 20 at Copperfield Bowl Sponsored by 1 Earthworks Inc. and 2 Gemstar Construction Development It was time to chill out, grab a snack and tune in for this year’s tournament. 3. Best Team Costume – Scenic Property Group & Ferguson Facilities Supply 4. Best Male and Female Costumes - Shaun Callaway, Earthworks and Terri Clifton, Better World Properties 5. 2018 Champs – Willbanks & Associates 6. Second Place Team – Sherwin Williams 7. Third Place Team – ParaWest Management 8. Male MVP – Greg Taylor, Willbanks & Associates 9. Female MVP – Lisa Ladewig, Gemstar Construction Development

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On the Scene Photos by MARK HIEBERT, Hiebert Photography HAA “Netflix & Bowl” Bowling Tournament

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Top Techs Jesus Rojas Maintenenance Supervisor of the Year, Mutliple Properties Relik Realty

You’ve been in the apartment industry for 25 years. How did you get your first job in the apartment business? A friend wrote a letter of recommendation for me. One week later I received an offer to become a full-time porter. I never looked back from there.

MORGAN TAYLOR, HAA Staff

Meet the top maintenance professionals in the Houston area, the 2018 HAA Honors Award winners Jesus Rojas, Roberto Ramirez and Leonardo Valtierra.

“I feel that being a leader is the willingness to jump in the trenches with my team to show them that I am not afraid to get my hands dirty. Because I have a passion for what I do, I make sure things are done right the first time. I do my best to lead by example so that my team feels the same way about what they are doing.” – Jesus Rojas

How were you able to successfully manage seven properties all under full rehabs? It takes proper time management, the ability to maintain strong relationships with supplier partners in order for deadlines to be met and most importantly team work. I regularly visited each property to ensure everything was running efficiently and I maintained constant communication with the on-site team. In your 25-year career in apartment maintenance, what in your opinion is the most challenging aspect of apartment maintenance? The most challenging part is keeping the residents satisfied. Every day their needs change. I have been able to make minor adjustments to put a smile on our residents’ faces by fixing things to make everyone happy. What has been the biggest lesson you have learned? I have learned that everything is always a team effort. You cannot be successful unless your team is successful. Leadership is an important element in this industry. Without strong, effective leaders, our communities would not thrive. What does leadership look like and mean to you? I feel that being a leader is the willingness to jump in the trenches with my team to show them that I am not afraid to get my hands dirty. Because I have a passion for what I do, I make sure things are done right the first time. I do my best to lead by example so that my team feels the same way about what they are doing. You have 33 reporting employees. That is a lot of people to be in charge of. What is the key to leading 33 people? One of the keys to leading 33 people is effective communication. Because I am constantly on the move, when something needs to be done at one property, I make sure the on-site team knows exactly what needs to be done before I move on to my next destination. Other tools I use is relationship building and trust. These two assets are important because when I am off to the next destination, I can trust that my team will get complete their tasks.

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Your nominator says you are always available to assist with any training. Why is it important for you to take the time to train your employees? As previously stated, I am always on the move. Therefore, I am willing to spend extra time out of my day to make sure I show my team how to do things right to ensure we are efficiently getting things done. The apartment industry can be challenging. No day is the same and we are constantly juggling many tasks at once. So, what hooked you? For the first 15 years, my focus was to build a foundation of knowledge, so that when an issue came up I would have a solution for it. My passion to learn and grow keeps me on my toes. I was able to acquire my EPA, Certified Pool Operator and 410A credentials within that time. Now I am excited for my future with Relik Realty. Your team averages about 695 work orders per month. What is the trick to staying on top of work orders? I follow up with each team weekly to ensure work orders are being completed.

“Being a leader is being able to inspire, motivate and respect others. We lead by example. A leader must know his or her team, what they know and what they are capable of. Leadership to me also means motivating a group of people toward achieving a goal. ” – Roberto Ramirez

To add to that, your team also averages 830 make-readies per month. What is the key to a quick and quality make-ready? Periodically I walk with the property lead to ensure the make-ready is up to our standards before we tell the manager the unit is ready. What do you love most about your job? I love the fact that I can build great relationships with co-workers. My position allows me to interact with many different people I wouldn’t usually get the chance of meeting. I also love that I can learn something new every day. What is next in your career? I really enjoy what I do. Sometime in the future I would really enjoy passing on my knowledge by teaching others what I have learned throughout all these years.

Roberto Ramirez Maintenance Supervisor of the Year, Single Property Veritas Equity Management

You’ve been in the apartment industry for 20 years. How did you get your first job in the apartment business? Back in 1997, I worked in a warehouse in shipping and receiving where I was barely making it. At the time, my dad was a lead maintenance at a property. His porter went on vacation and they needed help. He asked me if I wanted to help them so I could learn about the business. I told him yes right away. I took vacation time at my job and started working as a porter. The faster I would finish picking up the grounds, the faster I could go into the vacant units with my dad and he would teach me how to do make-readies. Sometimes I would go with him while he was doing work orders and learn what he was doing. After two weeks, the porter came back from vacation. I liked what I had learned in those two weeks at that apartment community and I didn't want to go back to the warehouse. I went and talked to the apartment community’s management and asked them if I could stay. They told me they were happy with my work but the only position available was painting units. Just like that, I became the new painter for the property. After a couple of months, they needed help at a property across the street. I went to help and continued learning. Four months later, the supervisor asked me if I wanted to take over a 125-unit property with a chilled water system, and I agreed. Even though I didn't have enough experience, I was not going to let go of that opportunity. When I started working at the property I was having a hard time, but I was not going to give up. Back then we didn't have access to all of the online information that we have now, so I went and bought a few do it yourself books and learned how to do it the right way. The books became part of my tools. I remember I would take the books with me on work order calls. When I opened them in front of residents, I could see the doubt on their face, but in the end, I was able to take care of the problem. From that point I knew this was what I wanted to do, and I kept learning and improving myself at any opportunity I had. Now, 20 years later here I am with a lot of experience, a few credentials and I was recognized by the Houston Apartment Association for Maintenance Supervisor of the Year. According to your nomination form, you worked for Veritas Equity Management for a short time before you were promoted to maintenance supervisor. How were you able to grow into a leadership role so quickly? I started working at Legends of Memorial as a lead maintenance. The property was having a hard time maintenance-wise before I started working here. There were three to four maintenance technicians running the property. I was asked how many guys I needed, and my answer was “Just a good make-ready tech and me.” Since this is a high-mainte-

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nance property, no one believed this was possible. A few months later the property maintenance and curve appeal issues were taken care of and we had a lot of satisfied residents. After that, I was promoted to maintenance supervisor. Your nominator attributes you for positively turning around the property’s maintenance operations, which has significantly increased resident satisfaction and the property’s success. She says that it was your dedication to quality work and attention to detail that brought the property to where it is today. What did it take to achieve this? It took a lot of dedication to quality work and attention to detail. It’s a really nice property, it just needed someone to care for it. I started in May and we hired a new make-ready tech a couple of months later. It was the middle of summer, so we both worked really hard to keep up with the maintenance requests and getting units ready. You really have to go outside your comfort zone to achieve great results. Two years later, Legends of Memorial won the 2018 NAA Excellence Award. Why is an organized, effective and consistent maintenance team important to an apartment community? Being organized as a team is very important. By keeping organized you can increase productivity and you will have more time to work on important tasks. Organization can improve the flow of communication between you and your team, and you can also make your team more productive. Having strong organizational skills can save a property supervisor’s time and it can reduce stress. Successful teams are efficient teams. When a team uses resources efficiently, it is able to maximize production, the use of its employees and profits. Inefficiency leads to a misuse of employees, which can create problems. Successful teams are also consistent teams. Consistency can impact many areas of the property. Maintaining a consistent level of service is essential, ensuring that residents always receive and expect high standards from the team. Consistently delivering on what we say gives residents the comfort to know what they will get from us. In your 20-year career in apartment maintenance, what in your opinion is the most challenging aspect of apartment maintenance? Maintenance supervisors have their hands full every day ensuring that the property under their care runs efficiently. The systems that make up the building environment often require different levels of maintenance to run optimally. This alone raises several challenges ranging from simple daily interventions to complex solutions www.haaonline.org

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that involve multiple parties. Keeping costs down can also be challenging, however, I try to keep costs low by monitoring outsourced supplier partners and other third-party service providers. Periodically assessing their services and comparing and negotiating prices for their offerings. This also applies to supplier partners of inventory items. This is very important because maintenance costs alone can account for a significant part of a property’s annual budget. What does leadership look like and mean to you? Being a leader is being able to inspire, motivate and respect others. We lead by example. A leader must know his or her team, what they know and what they are capable of. Leadership to me also means motivating a group of people toward achieving a goal. A leader is the person who possesses the combination of personality and leadership skills that make the rest of the team want to follow his or her direction. You hold a few credentials, Certified Apartment Maintenance Technician, Certified Pool Operator and more. Why is industry education important? To me, education is very important for continued growth and success. I believe education is the most important tool you can have and that it can bring you the most success in life. Apartment industry education lessens the challenges you will face in your everyday work. The

“Change is a constant in this industry – each day brings a new challenge. That is what has kept me motivated.” – Leonardo Valtierra

more knowledge you can gain, the more opportunities will open up to allow you to achieve better possibilities in your career and personal life. What do you love most about your job? There is nothing better than having a job where you get to do what you love. Some of the things I really enjoy is having happy residents, especially when they make positive comments about your work – that makes me very happy. I also love working for a company that cares for their employees like Veritas Equity Management. VEM has given me a lot of support for my education and I’m really thankful for that. Why are preventative maintenance projects important? By performing regular preventive maintenance, you are assured that your equipment remains to operate at its best. Potential issues can be fixed before they have a chance to cause harm. Normal wear and tear can result in lower equipment efficiency. Preventive maintenance assures optimal working conditions and conserves the life span of the equipment. A preventive maintenance plan may have a small impact in our daily work, but that is nothing compared to actual downtime caused by a breakdown. How do you make sure your residents are having a great maintenance experience? There is nothing worse than coming home from work to find your apartment in a mess. Whether it be your toilet not working or your tub being full of dirty water because it’s not draining, it can be unsettling to come home to these issues. I like to have all of these types of requests completed before residents come home from work. Maintenance teams should always respect residents’ homes and make sure they leave residents’ apartments clean. Sometimes I deliver packages to residents’ apartment homes or help them with other issues. Residents love when you show them you care about them and have respect for their homes. Your leadership has resulted in so much positivity for this 1960 vintage property. How were you able to train your team to be the rock stars they are? My team members are really good at what they do. They have been in the apartment industry anywhere from two to five years. Whenever possible, they will attend maintenance classes at HAA or through our supplier partners. With my experience and guidance, we have become a great team. We all have done an amazing job on making Legends of Memorial a great home for our residents to live. What advice would you give to a maintenance technician or porter who is just starting out in the apartment industry? The apartment industry is amazing. It is full of opportunities – take advantage of it. Educate yourself, learn everything you can and never give up. If you have the opportunity to obtain certifications and credentials, do it. This will open a lot of doors for you and give you the chance to make your job a career.

Leonardo Valtierra Maintenance Technician of the Year Mosiac Residential

You have been in the apartment industry for 10 years. How did you get your first job in the apartment business? A friend referred me. What has been the biggest lesson you have learned in your 10year career in the apartment industry? Always finish the job and finish it on time.

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It is my understanding that Mark VI Apartmentsâ&#x20AC;&#x2122; maintenance team is a two-person operation. When your supervisor was injured, you were able to carry the community by yourself. How were you able to do it all? With patience. Our residents were really understanding throughout it all and that helped a lot. How long were you by yourself? Only four months. The apartment industry can be challenging, no day is the same and we are constantly juggling many tasks at once. So, what hooked you? Change is a constant in this industry â&#x20AC;&#x201C; each day brings a new challenge. That is what has kept me motivated. In 2017 you completed, on average, a total of 450 work orders per month for a 144-unit community. How were you able to complete such a high volume of work orders each month? Working at a fast pace and making sure every order was accurately completed. What do you love most about your job? What I love most about my job is when a resident thanks me or my team. What does leadership look like and mean to you? Leadership is being dedicated to the community and doing the job correctly. Congratulations on getting your Certified Apartment Maintenance Technician credential last year! Why was it important for you to get your CAMT credential? Getting my CAMT was important to me because it symbolized another step in my career and in my personal life. All of your efforts have resulted in positive things for your property and your career! Before you received this award, you were promoted to maintenance supervisor. What was your reaction to that news? What has the transition been like in this new leadership position? The news was a surprise to me! There hasnâ&#x20AC;&#x2122;t been a lot of transition because I always try to do my job with consistency. What is the most challenging aspect of apartment maintenance? The most challenging part about apartment maintenance is taking on other responsibilities and other changes. What advice would you give to a maintenance technician or porter who is just starting out in the apartment industry? If they really like this job always give it 100 percent, because it feels great when a resident thanks you.

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Always An Ambassdor

Meet the 2018 HAA Honors Awards Supplier of the Year Israel “Izzy” Garza, Maintenance Supply Headquarters, in this personal Q&A.

You’ve been involved with HAA for 12 years! You kicked off your membership with the Ambassador ONE Society. Tell me about your first few years of Ambassador ONE Society involvement and your passion for the program. I have always felt the Ambassador ONE Society was the foundation that my career at HAA has flourished from. It was there where I began to understand the industry, how to lead,

how to network and how to serve. If you think about it, that is what HAA looks for in its leaders, those who are willing to serve. I was on a team within Ambassadors for a while before they asked me to lead a team. Then, in 2014 HAA got brave and asked that I lead the committee. Leading the Ambassador ONE Society was so rewarding and so much fun. Along the way I made some great friends who would later become very instrumental in my future success. You have played many roles at HAA. Out of all your positions, out of all of the committees, what has been your favorite? Each committee has played a special role in my professional development with HAA, and they all have been fun to serve on. I am not sure if there is one position or committee that I can say is my favorite because all of them offer a different dynamic. Each role and every committee offer comradery and teamwork, but if I had to point one out, I would say the Ambassador ONE Society. It opened the door for other opportunities and it was where I was fortunate enough to build amazing relationships. It is where I fell in love with the industry. I can’t tell you how many Ambassador meetings I have been to, but I can tell you they are fun. During your Product Service Council Presidency, you really pushed Past PSC Presidents to offer guidance and support to council members. Tell me about your thought-process behind this effort and why you felt it was important.

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“… I think having a servant’s heart toward your peers is the best example of leadership. Any success I have had comes from this attitude. I believe putting the needs of others before yours is the definition of being a great leader.” – Israel Garza It does not matter how long you have been serving HAA, I personally feel that you can always learn something new. I have always had an appreciation for people who previously served on a level I was or am at. I felt that learning from their successes and failures would be good for us all in PSC, especially for those in line to become PSC President one day. Some of the best advice I have received in business and in life have been from Past PSC Presidents. Their knowledge is invaluable and most appreciated. I hope that is something future PSC Presidents do for their group. Now that I am a Past PSC President, I was thinking just the other day how privileged I am to be part of this special group of leaders. How is the Product Service Council important for supplier partners’ success in the industry and in the association? I have always had a tremendous amount of respect for PSC members who are no longer on the council. Many took the time out of their day to mentor me when I started in the apartment industry. To me, each PSC members’ goal should always be laying roadmaps of success for others to follow. When you help other supplier partners succeed, you succeed. Over the years, I’ve been grateful to watch other members flourish and navigate their way through HAA. It is truly rewarding and humbling at the same time. www.haaonline.org

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Meet A Rising Star Mat Tilley President/Partner WeDoTrash Rising Star Supplier of the Year

What makes a successful supplier in this industry? There are so many ways to define a successful supplier. I am not sure where to start, but I believe one significant key to success is to always make sure people can depend on your words and actions. My grandfather always had extremely wise sayings he shared with me as I was growing up. There is one I often think about. He simply said it doesn’t matter what I do in life, if my name is a good name, I will be successful. At the time, I had no clue what it meant. Years later it clicked, and it really resonates with me today. If your name is tied to serving others, building others up before yourself, and always striving to do the right thing, you will always be successful. When you were the chair for the expo committee, your theme was all about Houston. Tell me about your inspiration for the 2016 HAA Expo. If you know me, you know I am not about themes. But, when I thought of what I wanted expo to be about, I thought about how we live in such an amazing and thriving city. I wanted to celebrate us and celebrate our association by recognizing our city and the many fine people as well as companies who are fortunate to call Houston home. I think expo turned out great and it was so rewarding to see it unfold. Amanda Sherbondy (HAA vice president of membership and marketing) and the entire expo team did an amazing job. I very much appreciate how hard everyone worked to make expo such a success. It was truly a privilege to chair that committee. I get compliments on the shirt to this day. Maybe I am a little biased, but those shirts were on fire! What is your approach to establishing longlasting business relationships? I always try to be the first person to offer support when I can. I think over time, long-lasting and strong relationships organically develop through consistency. I learned a long time ago that you cannot force relationship building. All it takes is being genuine www.haaonline.org

Congratulations on winning the 2-year-old HAA Rising Star Award! This honor is given to new supplier partners and it is based on involvement over a three-year timeframe. What inspired you to get actively involved with the Houston Apartment Association? When I first joined the association, I was told by one of my clients that Izzy Garza of Maintenance Supply Headquarters was “the guy” to talk to about how to get involved with HAA. And so, my client invited me to go to a breakfast with this Izzy guy. At the time, Izzy was just “some guy” to me, so I went into this breakfast not knowing who this big shot was. Izzy was gracious. He let me share my assumptions about the industry, HAA and how I was going to gain lots of business. At the end of our conversation, he politely put me in my place and told me he would show me the ropes. That day I learned how knowledgeable Izzy is when it comes to both HAA and good barbecue. I continue to be inspired by how kind and helpful everyone within HAA has been, especially toward me during my first three years. Where did you start your involvement within HAA and how did you pursue more and more involvement? I got my start in HAA where every new supplier should, with the Ambassador ONE Society. I walked into the dark and dingy Sherlock’s Baker Street Pub to a room full of 75 plus people and it was pretty intimidating, but I thought to myself “This is where Izzy said was the place to be if I wanted to get plugged in.” Right off bat, I really like the social and networking aspect of it and I was really enjoying myself until I was told I had to go up on stage to introduce myself and share an interesting fact about myself. I think I may have blacked out during my 20 seconds in the spotlight, but I do remember I got called out because my fun fact wasn’t interesting enough. From there, I knew in order to learn about this industry and pursue more involvement in HAA I needed to get my CAS and pick the brains of industry experts. I got my CAS as soon as I could, which really opened my eyes to the challenges of property management and what it takes to run a community. I reached out to multiple, more experienced supplier partners and management personnel for lunch and coffee. Everyone kindly accepted and I heard a similar message each time that was in order to be successful in multifamily, you must be willing to serve however you can and show up to everything. I’ve taken that message to heart and it has led me to being a member of multiple committees and groups within HAA such as Ambassador ONE Society, Go-Getter Club, Chili Fest Committee, NEXT, HAA Political Action Committee and the HAAPAC Steering Committee. How can a new HAA supplier partner get involved? I will share the same advice I got from those above me and others who are a lot smarter than me: Be willing to serve however you can and show up to everything. Don’t be afraid to reach out to people who are admired and who lead at both their companies and within HAA. You can access great guidance, incredible mentorship and have the opportunity to make lifelong friends. Success will not happen overnight. If you put in the work, remain humble throughout the successes and failures and maintain faith in yourself and what you believe, this industry and the association can take you on a life long journey.

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“Stay steadfast! The most successful suppliers are patient and faithful. I can say from my personal experience that success does not come overnight. I have had my fair share of failure but I have also had a lot of success on my journey. Learn from others and ask what made them successful. Hopefully you will make those lessons the core of all you do for the association. If you can do that, you will be just fine. ” – Israel Garza and consistent. I believe that has helped me solidify relationships whether it is on the management or supplier side. How can new supplier partners find their home within HAA? What I have learned is that being involved and being active are two different things. Some try to be involved in a million committees but produce little fruit. Others are truly engaged and active on a committee or two who are thriving with great success. My hope is that any supplier partner who wants to get involved starts small and learns that being engaged in one is better than trying to be everywhere all the time. HAA has so many avenues for members to get involved, but before you serve my advice is to get to know the industry first and consider attending an Ambassador ONE Society meeting. The most successful suppliers will often point back to Ambassadors as a foundation that opened many doors. As you start to attend events and as you start to learn more about the apartment industry, you will start to build other interests HAA offers. That is where you can start to make your mark. According to Vice President of Membership and Marketing Amanda Sherbondy, many supplier partners over the years have shared that your passion for HAA inspired them to get as involved as possible. Tell me about your passion for HAA. Why is it important to you to give back and get involved? First and foremost, I am humbled and honored by that remark. To answer that is to first recognize and express my appreciation for all

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that HAA has done for me and my family. Everyone at HAA has a beginning and a story. I think the team at HAA is just as passionate as I am and over the years their passion has become mine as well. I once heard someone say, “He who has the most hope, has the most influence.” I hope my influence is always positive and that it encourages. I love to see people succeed. I am not sure why anyone would go into anything long-term without passion. Again, very kind remarks to say. A study by Bell Leadership Institute showed that two of the most desirable traits in leaders were a strong work ethic and a good sense of humor. I think it’s safe to say you, Izzy Garza, have a pretty good sense of humor. What are some advantages to bringing humor to business and relationship building? Is this a trick question? Well, I would like to credit my mother for that. She always had a really funny sense of humor and always made people feel at ease regardless of the situation, especially when it came to work. I think you have to be able to laugh at yourself at times. No one is perfect by any means, but just knowing when to be funny and when not be funny is key. I think being funny can have its advantages, but I strive more so to be genuine with people than anything. If along the way we have a few laughs, then I’m all for it. I think that comes over time and by getting to know people. I think it is true that laughter is the best medicine. I am not sure if you have seen the people who I hang out with, but they are funny too.

Leadership is an important element in this industry. Without strong, effective leaders, our communities would not thrive. What does leadership look like and mean to you? I am not sure how I can answer this correctly because leadership can look different to so many. This topic can quickly become a 10-page essay. I can only speak for myself and my personal beliefs in what I think is key to becoming a good leader. With that said, I think having a servant’s heart toward your peers is the best example of leadership. Any success I have had comes from this attitude. I believe putting the needs of others before yours is the definition of being a great leader. I hope I exemplify that towards my peers. A few years back when I interviewed for the open PSC position, I told the council that to me being on the council was about serving my peers and the future of PSC. It’s been fun and very rewarding to serve on the PSC Council. We have accomplished a lot. What advice can you offer to a new supplier partner who just joined HAA? Stay steadfast! The most successful suppliers are patient and faithful. I can say from my personal experience that success does not come overnight. I have had my fair share of failure but I have also had a lot of success on my journey. Learn from others and ask what made them successful. Hopefully you will make those lessons the core of all you do for the association. If you can do that, you will be just fine.

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Feedback: A Leadership Tool People want real and frequent feedback. And, we need to get better at giving it. ALLISON DUNAVANT, Camden

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ave you ever wondered if you are doing a good job or wished you knew how to be even better? I’ll let you in on a little secret: You are not alone. In a recent study by Price Waterhouse Coopers, 60 percent of respondents reported they would like feedback on a daily or weekly basis, and that number increases to 72 percent for respondents under the age of 30. This last statistic is especially important given the increasing number of millennials in our workplace who have engaged in a constant feedback loop from an early age with technology accelerating their ability to ask questions, share opinions and provide commentary. People want real and frequent feedback. And, we need to get better at giving it. Here is the reality: You can’t just start doling out feedback without first asking for feedback. In their study that extended over more than a decade, Jack Zenger and Joseph Folkman found that leaders who ask for feedback are substantially more effective than leaders who don’t. So, as a start, ask five to 10 people for suggestions on what you can do differently to provide better feedback to others. Once you are armed with your own knowledge on how to improve, you can begin to help others. 69 percent of employees say they would work harder if they felt their efforts were better recognized. IBM’s WorkTrends survey of over 19,000 workers in 26 countries across industries and thousands of organizations revealed the engagement level of employees who receive recognition is almost three times higher than the engagement level of those who do not. With this recognition, be specific about why you are recognizing that person. I worked on a project team recently where one of the project managers told me she really liked the status report I put together. I replied, “Thanks for the feedback,” and walked away feeling pretty good about myself, however, I had no idea what she liked about my status report. Did she just like the format? Was it the level of detail? My clever use of tables and bulleted lists? Positive feedback isn’t just about paying someone a compliment, it’s about pointing out how they are making a positive contribution.

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92 percent of respondents agreed with the assertion, “Negative (redirecting) feedback, if delivered appropriately, is effective at improving performance.” The ability to give corrective feedback is also closely associated with employee engagement. Research shows that one of the best ways to help employees thrive is to give them feedback. It’s a critical lever that leaders can use to increase performance. If this is true, what is holding us back from giving the feedback people desire to help them improve? In his book, “Your Brain at Work” David Rock describes that we have a primitive desire to connect with people and feel a part of something. There is an evolutionary effect to not want to speak up out of fear of being left out of the herd. Yet, it’s critical that we find a way to effectively deliver both positive and corrective feedback. Only 17 percent of millennials say the feedback they receive is meaningful. Despite this desire for more feedback, according to Gallup, only 19 percent of millennials say they receive routine feedback. An even smaller percentage (17 percent) say the feedback they do receive is meaningful. Using a model can help organize your feedback and deliver it more effectively. I like the S-B-I model, developed by the Center for Creative Leadership, because it gives you a mechanism for delivering feedback that focuses on specific situations and behaviors; and then outlines how that behavior impacted the company or other people. And who can’t remember three letters? 1. Situation: Start by defining the situation for which you are giving feedback (when and where it occurred). 2. Behavior: Be specific in describing the behavior you observed. Avoid the urge to make assumptions about why it happened or how others felt. Stick to the facts, describe how you felt and avoid hearsay. 3. Impact: Describe how the behavior impacted the situation, team, company, etc. Here is how it works: Let’s say you have an employee. We will call her Sarah. Consider the following scenarios where the S-B-I model is applied:

Sarah pitched a new idea to a team of executives. In the executive presentation today, you were concise in your communication and came prepared with all of the materials to back up your pitch. I was proud of the work you did, and you are an example for the entire team. Sarah failed to bring a key deliverable for a project meeting. In our team meeting this morning, you didn’t bring the presentation we agreed you would have completed. This puts our project behind and is a sign of disrespect for your team members who completed their deliverables on time. Creating a culture of feedback starts with asking for feedback yourself. Then, give honest and meaningful feedback to those around you. Renowned management expert Ken Blanchard once said, “Feedback is the breakfast of champions,” so let’s go out and be champions for each other. Sources: • https://hbr.org/2013/12/overcoming-feedbackphobia-take-the-first-step • https://hbr.org/2014/01/your-employees-wantthe-negative-feedback-you-hate-to-give • https://hr.toolbox.com/blogs/busperf/gallupstudy-impact-of-manager-feedback-onemployee-engagement-022211 • https://www.ibm.com/smarterworkforce/institute • https://www.ccl.org/ Allison Dunavant is the director of learning and development for Camden Property Trust. Dunavant has experience working with Fortune 500 companies, government entities and top-tier universities and business schools in the development of solutions to increase performance and leadership effectiveness. She has over 10 years of experience facilitating leadership programs. Dunavant will be continuting to write articles bi-monthly throughout 2018. Her next article will be featured in the November issue of ABODE.

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Building an

An outline to systematically create property budgets. By

CODY ROSKELLEY, Community Builders LLC

Effective

Yearly Budget H ave you ever tried to manage a property without a good budget? I have and it wasn’t fun! There were no defined goals and no measurements of success. The experience was like trying to guide a ship without a rudder. I am the type of person that believes the saying, “If you fail to plan, you plan to fail.” A well-prepared budget can really help the property management team. On the other hand, a hastily prepared budget can create lots of problems for everyone associated with the property. As the old saying goes, “Garbage in, garbage out.” My goal today is to outline how to systematically put together property budgets, so they are an effective tool for everyone. The Best Time to Create Your Yearly Budget I personally believe the best time to prepare yearly budgets is between mid-October and early November for the following reasons: 1. By this point in the year, you have at least 10 months of operational information for your property/properties. 2. The main leasing season has passed and your occupancy tends to stabilize. 3. Most of your new move-ins and renewals have been completed and you should have a good idea of average rents going forward.

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Ways a Budget Can Be Helpful 1. Budgets can be tied to bonus/incentive plans, which help drive employee performance. a. Budgets can be used in employee reviews. 2. The budget process helps the team review the property’s past performance and make necessary adjustments. 3. Budgets help you set aside money for expected and unexpected expenses. 4. Budgets provide a guide for a community manager on both income and expense categories (i.e. the community manager understands what funds can be spent on advertising). 5. Budgets can help team members think about ways to increase revenue streams and decrease expenses. 6. When budget variances are regularly analyzed, they provide you with insight about potential problems and possible savings. 7. During the budget process, you can review the quality of product and service provided by supplier partners and determine if you need to renegotiate with current suppliers and/or solicit bids from new suppliers. 8. Budgets can help your investment team refine their proforma projections on future acquisition targets.

Who Should be Involved in the Budget Process? 1. Corporate Office: Key individuals from the corporate office need to provide the goals and future plans of the owner, a budg-

et template, historical operational data, any updates on vendor contracts, a marketing budget, an updated payroll and updated health insurance costs. 2. Community Manager: The community manager should provide a recent, detailed market survey. The market survey needs to include rents, deposits, administrative fees, utility cost comparisons, unit type comparison and exterior and interior amenity comparison of the community’s competitors. Additionally, the community manager can provide the greatest insight concerning neighborhood trends, employee performance and resident needs. 3. Lead Maintenance: The lead maintenance should provide a recent detailed property inspection report that outlines and prioritizes any and all deferred maintenance and improvements that need to be made on the property. 4. Portfolio Supervisor: The supervisor should provide insight about the owner’s goals/plans for the property and review revisions of the budget. The portfolio supervisor should also have comparative information from other properties that are managed by the same company. Comparing budgets of similar product can help your team understand how their property performs compared to similar properties in the portfolio. 5. Asset Manager: Depending on the size of the company, an asset manager can also provide information about the future September 2018

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goals/plans for the property. For example, if the property will soon be for sale, certain capital expenditures could be expedited or put on hold for the following year – depending on the market conditions. Information That Needs to be Gathered for the Budget 1. Goals and/or Plans of the Owner 2. Detailed Property Inspection 3. Detailed Market Survey 4. The Property Trend Report 5. Budget vs Actual from the previous year a. Explanations for both positive and negative variances 6. Lease expiration summary by floor plan 7. Effective Rent 8. Updated Payroll a. If needed, include money for additional office and maintenance help during the leasing season 9. Trailing 12-Income Statement 10. Rent Roll Summary 11. Occupancy Report 12. Comparative information from similar properties that are managed by the same company 13. Assessed Property Taxes 14. Utility Bills 15. Supplies – Increased costs need to be reflected a. Copies of contracts 16. Advertising Costs

17. Insurance Costs 18. Debt Service (if applicable) 19. Capital Expenditures a. Seasonally adjusted expenses (highs and lows): Heating Gas for winter months; Electricity for summer months; Pools; Make Ready and Leasing during Spring and Summer; Landscaping; Laundry income; Taxes; Preventative Maintenance. Budget Items that are Frequently Forgotten 1. Additional help during the lease up season 2. Temporary A/C units for emergency situations 3. Preventative maintenance items 4. Incentives/bonuses Steps for Creating the Budget 1. Hold the initial meeting with all team members who will be involved. If some team members can’t be at the same location, be sure to add them to the meeting through a conference call. 2. Have a checklist for all needed documents. 3. Give relevant assignments to each team member with associated due dates for each checklist item. 4. Gather all the information and put in one common place that all team members can access, (e.g. Google Docs or Drop Box). 5. Put together a rough draft of the budget

and vet all line items with your team members. 6. Make all necessary adjustments. 7. Get final approval. I know, this isn’t one of those articles that says, “Just Three Easy Steps for Creating the Perfect Budget,” but I am a realist. To create a good budget, you must understand the owner’s goals for the property, have knowledgeable team members, gather all the necessary documents and allocate some time to put it all together. Having said that, going through the detailed process of creating the budget can be very informative and worth the effort. The process helps everyone involved to better understand the needs of the property. Additionally, a thoroughly vetted budget can make a huge difference for those who manage the day to day operations of the property and ultimately drive the performance of the asset. Cody Roskelley is the founder of Community Builders LLC, a real estate consulting and training company. As a consultant, Cody helps companies improve employee systems and training while also helping clients improve the performance of their real estate assets through effective change management and rehab programs.

Do you need to find a product or service for your property? Simply search for a member by name or category to find the most up-to-date HAA supplier member listings. You can contact the companies directly or use our “Request for Information” tool. It's quick and easy!

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Meet Who’s NEXT

40 Questions T

o promote HAA NEXT, ABODE will ask a different NEXT Steering Committee member a set of 40 questions to learn more about who they are. This month, we interviewed NEXT Steering Committee member Patricia Torres Ortega, LumaCorp. What is the best thing about property management? The daily surprises! What is the worst thing about property management? Evictions. What is your title during the day? Multi-site property manager. What is your title at night? Wonder Woman. How do you unwind after a long day? Toon Blast!

What is your favorite vacation destination? New Orleans. Where is a place you would like to visit? St. Lucia. What is your favorite bar in Houston? Voodoo Hut. Who is your favorite artist (music) right now? Pink Floyd. What is your favorite TV show right now? American Horror Story. What is the most exciting thing in your life right now? Watching my kids grow. Who would you consider to be your mentor in the industry? My mom, Esther Torres.

Do you have any work-day morning routines and/or rituals? Yes. I run around like a chicken with my head cut off. I hate mornings. What is the first thing you do when you get to your property? Check and respond to emails. What have you learned as a property manager? Keep calm – it will all be okay. What was your first job? Scooper at Ben and Jerry’s. Who in the industry do you admire the most? Ian Mattingly. Who would be your three industry-mogul dinner dates? Jackie Rhone, Toni Blake and Kara Rice.

What is your go-to cocktail? Vodka tonic.

What is the best piece of advice you’ve been given that pertains to multifamily and/or your career? “Don’t take it personally” – Lindsay Torres.

What is one thing you like to have with you on site? My water bottle.

If your life was a hashtag, what would it be? #Blessed.

What is the craziest thing to ever happen to you on site? Three years ago, a stray dog went around the property attacking my residents’ dogs. It was horrible!

Where did you grow up? Clear Lake.

When did you know property management would be your career? In the womb. It’s in the blood!

What is the best thing about where you grew up? The diversity.

What cause is close to your heart? Mental health and suicide awareness.

Are you a morning person or a night person? Night person.

What is the worst thing about where you grew up? The mosquitoes.

Twilight or Harry Potter? Twilight.

How would you describe yourself in three words? Loyal, bold and entertaining.

What words do you live by? “Silence is golden, but yelling is fun!”

What helps you survive being in property management each day? My awesome staff. How do you handle difficult residents? Just breathe.

Favorite fictional character? Batman.

What is your go-to breakfast? Two hard boiled eggs.

What is the most treasured item you own? A quilt made by my grandmother and great grandmother. What is your favorite thing to wear? Jeans.

BE A PART OF THE NEXT GENERATION OF HAA LEADERSHIP. This niche group within HAA is dedicated to the networking and professional development needs of HAA’s young professionals and is open to all members. Network with your peers and grow your career together among the next generation of HAA leadership! To Learn how to become involved with NEXT, see online at www.haaonline.org/next. 54

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Flats or heels? Boots. What is your favorite HAA event? The Volleyball Tournament

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Get Involved Volunteer HAA The Houston Apartment Associationâ&#x20AC;&#x2122;s committees and clubs are some of the most productive tools we have to ensure that we remain the nationâ&#x20AC;&#x2122;s largest and most effective apartment association. Members of the association dedicate their time to lead and serve on the various clubs and committees. Some general responsibilities of committee and club members include a commitment to attend all meetings and help develop marketing strategies (i.e. telemarketing, developing handouts, fliers, articles). To serve on any of these committees and clubs, please contact the HAA office at 713-595-0300, online at www.haaonline.org or email the departments listed below. Education education@haaonline.org Education Advisory Council HAF Fundraiser Committee* Career and Community Development Committee Government Affairs govaffairs@haaonline.org HAA Political Action Committee* Century Club* Media Relations Committee Fair Housing Committee Strategic Outreach Committee Membership members@haaonline.org Ambassador ONE Society Go-Getter Membership Recruitment Club Expo Exhibitor Committee* Street Team* Community Outreach shinkley@haaonline.org Community Outreach Committee Product Service Council* Resident Relations resrel@haaonline.org Resident Relations Committee *Note: These committees have specific requirements for membership. Contact HAA for details.

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On the Scene with ACES 2

ACES Luncheon Sponsored by 1 Apartments.com and Friday, July 13 at Hotel Sorella

Texscape Services

The Apartment Community Executives & Supervisors Manager Appreciation Luncheon featured “The Power of Relational Leadership” with presenter Rommel Anacan.

IN PURSUIT OF AN EVER-INCREASING LEVEL OF PROFESSIONALISM, the Apartment Community Executives & Supervisors group was created to offer executive-level members a way to network and exchange information and knowledge. It offers them an opportunity for educational programs and presentations, along with greater knowledge of the political and legislative needs of the industry. ACES is intended for those on the property management side of HAA membership in an executive or leadership role. For more on ACES, see online at www.haaonline.org or contact Emily Hilton at ehilton@haaonline.org. 56

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On Site with ABODE

Photos provided by Park at Deerbrook

100-150 UNITS Built 1980-1989

Property: Park at Deerbrook Owner/Management: Rockstar Capital Management Location: 19700 Whitaker Drive in Humble. Units: 100 Built: 1984 Web: www.rockstar-capital.com/apartments/tx/humble/park-at-deerbrook Interesting features: Park at Deerbrook is a garden-style community built in 1984, featuring seven one- and two-bedroom floorplans. When Rockstar purchased this community in 2014, a three-part renovation overhaul commenced. The Rockstar team upgraded the community’s exterior appeal and enhanced resident amenities to include a fitness center, an outdoor seating space, a dog park and an outdoor grilling area. During this renovation, Rockstar also made major changes to enhance the overall well-being of their residents, including a brand-new HVAC system and an energy efficient boiler for residents to have reliable and consistent hot water. Prior to Rockstar Capital Management’s leadership, the community suffered from high turnover. Today, Park at Deerbrook has a strong reputation and rapport with their residents. Park at Deerbrook encourages feedback from their residents through customer surveys. According to J. Turner Research, Park at Deerbrook was included in the top one percent in the nation for online reputation satisfaction in 2016 and 2017.

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On Site with ABODE

Photos provided by Crossings at Cherry

100-150 UNITS Built 1999-2009

Property: Crossings at Cherry Owner/Management: Veritas Equity Management Location: 1100 S. Cherry St., in Tomball, a few miles from the Tomball Parkway. Units: 124 Built: 1999 Web: www.crossingsatcherry.com Interesting features: When Veritas Equity Management took over this community in the summer of 2017, the Crossings at Cherry team worked diligently to complete the high number of outstanding maintenance requests, revamp the internal office systems and refresh occupancy to create a safe community. Veritas invested a great deal of its budget and time into Crossings at Cherry to fix existing issues and to improve the community in a way that would positively impact their residents’ homes and lives. To help bring this community back to life, Veritas built a 24-hour fitness center, administered an online rent payment system, established a paperless office, implemented a transparent utility billing system and added many other new amenities as seen in the photographs. The Crossings at Cherry team began hosting resident engagement events, such as movie nights under their new pavilion and social media raffles.

www.haaonline.org

September 2018

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On Site with ABODE

Photos provided by Southern Oaks

100-150 UNITS Built 1980-1989

Property: Southern Oaks Owner/Management: Creative Property Management Location: 6353 Skyline Drive, off Richmond Avenue . Units: 198 Built: 1977 Web: www.southern-oaks-apartment.business.site Interesting features: This Honors Awards property is a subsidized housing community that puts an emphasis on customer service. Since Creative Property Management purchased this community, the team has focused on creating a friendly, comfortable environment for their residents. Southern Oaks offers 24-hour maintenance for their residents, and work orders are completed within a 24-hour timeframe. Once a maintenance request is completed, the leasing staff will follow up with the resident who put the request in to ensure the work order was completed to their satisfaction. Upon moving in, new residents are welcomed home with a small gift. Southern Oaks maintains an open line of communication with all of their residents to ensure residents are happy. Southern Oaks teams up with local church’s to provide toys during Christmas and the Houston Food Bank to help their residents who may need assistance with groceries.

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September 2018

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Welcome Mat

Introducing HAA’s NEW MEMBERS

OWNERS Andrew Richards Andrew Richards 3403 Spencer Court Missouri City, TX 77489 917-285-6232 715 W. 13th Street Referred by Edwin Brotamonte CRES Management Judy Mitchell 9201 Ward Pkwy #200 Kansas City, MO 64114 817-584-1928 Discovery at Mandolin Apartments The Pointe at West Lake Eagle Point Homes LLC Linda Richardson 7520 FM 3180 #600 Baytown, TX 77523 281-573-9052 Silverwood at Hackberry Creek Grakel Holdings LLC Rebecca Turk 8602 Barry Oaks Court La Porte, TX 77571 832-326-8845 Hirsch Oasis LLC William S. Graham P.O. Box 420308 Houston, TX 77242 281-923-3483 Hirsch Oasis Apartments Jennifer Harold Jennifer Harold 5914 Inter Council Cove Austin, TX 78731 281-773-2880 Jennifer Harold MoPlaid Capital Robert McCracken 18126 Hampton Oaks Drive Spring, TX 77379 832-298-6307

SUPPLIERS South Land Investments LLC James Lewis 2110 S Shadow Grove Lane Richmond, TX 77406 979-398-9266 Garber Lane Apartments Truong Tran Investment LLC Trang 20614 Rainbow Granite Richmond, TX 77407 832-449-0838 Tu Properties Investment Inc Ronald Dang 11202 Scarsdale Blvd Houston, TX 77089 713-825-0066 Aftonshire Apartments Watermark Residential Amanda Cortinas 8811 Sienna Springs Blvd. Missouri City, TX 77459 281-915-5321 The Ranch at Sienna Plantation Witte Investors LLC Andrew Athans 5613 DTC Pkwy #810 Greenwood Village, CO 720-881-2828 Witte Oaks Apartments ZW Capital Investments Tammy Wallace 2507 Rosemene Drive Conroe, TX 77304 979-595-3431

Rafi Ahmed Rafi Ahmed 1343 Parkway Court Houston, TX 77077 832-605-8992

ALL SUPPLIER MEMBERS are listed online at haabuyersguide.com, searchable by product/service category or company name. 62

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911 Pest Solutions William Sims 292 Forrest Service 214 Road New Waverly, TX 77358 936-439-9011 Pest Control Services

Arizona Tile Bill Louis 10811 S. Westview Circle Drive #200 Houston, TX 77043-2748 713-468-0511 Tile Dealers, Counter Tops, Granite DFW Housing Partners LLC Alec Ingraham 6628 Bryant Irvin Road #205 Fort Worth, TX 76132 817-269-3147 Fire/Water Damage Restoration, General Contractors Durastone Corporation Mengqiu Guo 9815 North Freeway Houston, TX 77037-1346 281-447-9997 Cabinets, Counter Tops Grace Hill Kimberly Cadena 15 S. Main St. #500 Greenville, SC 29601 202-669-0802 Educational Consultants, Training Consultant Green Garbology Steve Inmon 621 S Mayhill Road #107 Denton, TX 76208 888-546-1299 Cleaning Systems - Pressure, Odor Control, Trash Chute Systems, Trash Containers, Waste Reduction/Disposal/Recycling H&H Fire and Security Amanda Hager 14999 FM 2154 College Station, TX 77845 979-704-6560 Electrical Gates & Doors, Fire Alarm Systems, Gates & GateOperating Devices, Security Control Equipment/Systems Referred by Michelle Pawelek, CAPS

Halo Branded Solutions Kathy Willis 4130 Dayco St. Houston, TX 77092-4402 713-579-9314 Advertising-Specialties, Promotional Products Referred by Ryan Weis J Hernandez General Contracting Service Juventino Hernandez P.O. Box 741771 Houston, TX 77274 281-499-5440 Carpet Cleaning, Paint Referred by Kathy Motis, CAM Merricks Company Jamie Ryals 102 Main St. South Houston, TX 77587 713-864-9829 A/C Contractors, Chill Water Equipment, A/C Systems Cleaning, Air Duct Cleaning Mobile Doorman Deona James 159 N Sangamon St Chicago, IL 60607 608-931-9665 Communications Services, Mobile Applications & Software MP Studio Interiors Shana Jones 16000 Memorial Drive #100 Houston, TX 77079 281-558-0002 Interior & Decorator Service Office Party Houston PJ Jenkins 8710 Emerald Heights Court Houston, TX 77083 281-919-6765 Caterers, Resident Retention Services, Event Planning Quality Garden Angie Juarez P.O. Box 430155 Houston, TX 77243 832-524-0476 Landscape Designers, Lawn Maintenance Referred by Terri Clifton Value Windows and Doors Company Robert Shin 13715 Murphy Road #D Stafford, TX 77477 281-261-8900 Window-Replacement & Repair, Windows I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this business for 15 years. I never expect anything. For me, if I get my job done or get it right, I’m satisfied with that. I don’t need recognition. As long as my resident and my management and the owner are happy, I’m happy. It was a good experience, though, feeling that way. I didn’t know that someone was watching!”

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this

www.haaonline.org

I wasn’t expecting it at all. I was surprised that they nominated me!” he said, laughing. “ I’ve been with this

naa update pg 26, 63.qxp_Layout 1 8/17/18 1:14 PM Page 2

NAA Update, continued from Page 26 Another REIT leaves the public sphere as Brookfield agrees to purchase an almost-100 year old apartment developer and owner. Another residential REIT is leaving the public sphere. One month after an affiliate of Greystar Real Estate Partners agreed to buy EdR, Brookfield Asset Management announced that it had entered into an agreement to buy Forest City Realty Trust in all-cash transaction valued at $11.4 billion including debt. The deal is expected to close in Q4 2018. The Forest City portfolio includes 18,500 apartments, 6.3 million square feet of office space, 2.3 million square feet of life science assets, primarily in Cambridge, Mass., 2.2 million square feet of retail space and five large-scale development projects in the New York Metro area, San Francisco and Washington, D.C. Forest City represents another diamond in Brookfield’s already impressive portfolio of commercial real estate. The company, which was founded by the Ratner family in 1920, made its name with landmark developments, such as The Yards project near Nationals Park in Washington D.C., the Stapleton redevelopment of the former international airport in Denver and Pacific Park Brooklyn. This is not the first time Brookfield has bought an apartment REIT. In fact, its not the first time it has privatized a REIT with Cleveland roots, buying Associated Estates in 2015. Brian Kingston, Chief Executive Officer of Brookfield Property Group, said in a press release, “Forest City has created a high-quality portfolio of operating and development assets over its 100-year history. We look forward to creating further value in these great assets on behalf of our limited partners.” Brookfield has been recycling capital before the Forest City acquisition. It jettisoned a 28percent stake in its Manhattan office and multifamily portfolio and it plans to sell an additional seven-percent stake over the remainder of this year for total proceeds of $1.8 billion, according to GlobeSt’s Erika Morphy. “In total, the company’s capital recycling initiatives have returned $2.2 billion to Brookfield Property Partners year to date, Kingston said, and the company expects an additional $1.7 billion in additional proceeds by the end of this year,” Morphy wrote. – Les Shaver For more NAA news, visit www.naahq.org. www.haaonline.org

September 2018

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The Go-Getters HAA’s MEMBERSHIP RECRUITERS

CELEBRATING GO-GETTERS! Get involved and become part of the Go-Getter Club.

g n i t a r Celebetters! Go-G Recruit all year long! Go-Getter meetings are quarterly. Invite new and potential members: September 27 • December 5 Visit www.haaonline.org/gogetters for details

Join our Quarterly Meetings! Be the top recruiter for each quarter and win one of four fabulous prizes! 1st Quarter: Echo Show 2nd Quarter: Samsung Smart TV 3rd Quarter: iRobot Roomba/Braava Jet Bundle 4th Quarter: $500 Holiday Cash Plus, for each new member you recruit, you’ll earn a chance to win gift cards ranging from $25 to $250! JOIN A TEAM and build relationships with like-minded members. Get involved with Go-Getters and make lasting industry connections. Visit www.haaonline.org/gogetterscorner to get all the information you need. HONORARY LIFE MEMBERS Members who have recruited more than 100 companies Claude Arnold Monette Reynolds Kenn Brown Sherry Stevenson Tina Cavaco Kirk Tate Kevin Fenn Suan Tinsley Diane Gilbert Sonny Unverzagt Anita Harrison Del Walmsley Dwayne Henson Nancé Wells Mike Koch H.P. Paul Young Merry Mount Jeanne Marie Zublin Dicks

THE GO-GETTERS ARE THE BACKBONE of the Houston Apartment Association. By recruiting new members, the Go-Getter Club helps both new management and supplier companies and the association grow for the future. To join the club and get going on recruitment, see online at www.haaonline.org or contact Amanda and Kaylon in the Membership Department at members@haaonline.org. 64

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Go-Getters Happy Hour Thursday, July 12 at Cafe Adobe in the Marq-E Center 2

1. Top Team of the quarter for recruiting, The Better Getters 2. Top Recruiter of the quarter Terri Clifton, Better World Properties, with nine recruits! 3. Event co-sponsors Brandt Electrical A/C & Heating Services and Texas Apartment Pools Services

www.haaonline.org

September 2018

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September 2018

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rcr pg 67.qxp_Layout 1 8/17/18 1:49 PM Page 1

Rental Credit Reporting provides Houston’s

apartment industry with the most eﬀective rental credit reporting tool available. RCR gives your leasing staﬀ immediate access to information about which prospects have fulfilled their leases and who have been residents in good standing. RCR also tells you who hasn’t paid rent, who has broken leases and who has received their deposit refund.

Rental Credit Reporting (RCR) was established in 1977 to solve screening problems the Houston Apartment Association founders felt plagued the local apartment industry. RCR has unsurpassed data on resident rental histories in the Houston region. The Houston Apartment Association and CoreLogic are partnered to expand RCR and include the following searches in one bundled report with immediate and unlimited inquiry access. National Landlord-Tenant Data – Searches more than 34 million landlord-tenant court records including filings, judgments and liens. Local resident rental history including evictions, amount owed at move-out, broken lease information, NSF checks, deposit disposition. Texas Criminal Data – Instant delivery of available felony and misdemeanor records from Texas statewide and 18+ supplemental counties including Harris, Montgomery and Fort Bend. Terrorist Check – Automated search tool that identifies known or suspected terrorists and fugitives from various data sources, including the FBI, other federal agencies as well as state and local law enforcement agencies. Sex Offender Search – Instantly informs your staff if a prospective or current resident is a registered sex offender. Move-in/Move-out Entry – Submit your property’s rental history data online through RCR's familiar and easy-to-use tools. Eviction Entry – Protect yourself and other properties by registering your evictions with RCR. Inquiry History – Know where else your applicant is applying. Quick and Easy – Information is entered into an easy-to-use Web application and a decision is delivered instantly. Cost Effective – Automated decisions save your staff time. Immediate Access – Inquiries concerning prospective residents can be made online, 24/7. Monthly Activity Report – No need to guess if you’re getting what you are paying for – each owner/management company can access a monthly report showing their properties system use. Subscribe Today – For approximately 32 cents per unit per month, RCR can help make sure you know just who your prospective residents are. * For properties 49 units or less, you have unlimited inquiries for $10 per month.

a service of

in partnership with

To subscribe or to learn more, call RCR at 713-595-0300, email rcr@haaonline.org or visit www.haaonline.org.

ambassadors pg 68,69.qxp_Layout 1 8/17/18 1:50 PM Page 1

The Ambassador ONE Society HAA’s WELCOMING COMMITTEE

WE’VE MOVED!

The Ambassadors have a new place to network and continue community support.

Our meetings have moved! Join us in our new space: Christian’s Tailgate, 2820 White Oak Drive, Houston, 77007

1. July “ONE of the Month” Marivel Bownds, Valet Living

Ambassador ONE Society members with at least 10 points, ranked by points earned: Arely Pena Jennifer Devine April Shane Diamela Bravo Marivel Bownds Angie Lavrack Chelsea Quinteros Jennifer Ramos Liz Levins Angel Lopez Dylan Coleman Marcy Holmes Debra Knight Lisa Bradley Rhonda Fowles Ryan Weis Mikka Hoppe Blake Subinsky Zamara Nitcholas Marcus Wheatfall Michael Edwards Shera Lehman Will McGinnis Phillip Price Tracey Leach-Moore Nikki Sekunda Claribel Rodriguez Blaise Spitaleri

The Liberty Group Valet Living Presto-X Green City Security Valet Living The Liberty Group Gail Construction Outdoor Elements Rasa Floors Metropolitan Staffing Solutions Camp Construction Services Designs by Holmes Interior Design Valet Living Brand Junkie AdvantaClean Crestmark Construction Services Metropolitan Staffing Solutions HD Supply Greenlogic Lighting & Electric Triple Seal Insulation Ideal Towing Texscape Incite Energy LLC HD Supply Flooring Warehouse The Liberty Group The Liberty Group Rasa Floors

59 43 43 43 35 33 33 30 29 27 23 18 17 16 16 14 14 14 14 12 12 12 12 11 11 10 10 10

Ambassadors earn points by sharing leads, making introductions and visiting communities to promote HAA events and news.

THE AMBASSADOR ONE SOCIETY is an organized network exchange that helps supplier partners build their business contacts within HAA. It’s the perfect way for new suppliers to get started with the association. Group members share leads, make introductions and support HAA and its members. For details on how to join and for meeting dates, visit www.haaonline.org/ambassadors or contact Amanda in the Membership Department at 713-595-0316, or email asherbondy@haaonline.org. 68

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2. First Place “Cash ME Onsite” with 81 points 3. Second Place Team “Ambassador Strong” with 78 points 4. Third Place Team “The Cool Kids Corner” with 47 points

www.haaonline.org

September 2018

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prop news pg 70,71.qxp_Layout 1 8/17/18 1:51 PM Page 1

Portfolio Changes The following owner/management companies have added the listed properties to their portfolios: • 360 Realty & Property Management: Easthaven Apartments, 24 units at various locations. • Andrew Richards: 715 W. 13th Street, 5 units at 715 W. 13th St. • Asset Plus Corp.: Jacinto Palms Apartments, 123 units at 10202 Challenger 7 Drive in Jacinto City. • Avesta: The Carlton Apartments, 222 units at 3805 W. Alabama St. • Banyan Equity Management LLC: Banyan Palms at Spring Branch, 324 units at 1855 Wirt Road. • Birdwood Houston Investments LLC: Braeswood Plaza Apartments, 66 units at 5430 Birdwood Road. • CAF Management LLC: Wimbledon Apartments, 161 units at 16222 Stuebner Airline Road in Spring. • Capstone Real Estate Services Inc.: Pointe at Crestmont, 192 units at 5602 Selinsky Road. • City Gate Property Group: Westwood Park Apartments, 124 units at 1908 Rosharon Road in Alvin. • Champions Forest LLC: Mittlestedt Champions Apartments, 56 units at 14827 Mittlestedt Champions Drive. • The Conerly Group: Crescent Wood Apartments, 216 units at 100 Lakeview Lane in Clute. • CRES Management: The Pointe at West Lake, 280 units at 16755 W. Lake Houston Parkway. • ECI Management LLC: The Columns at Westchase, 318 units at 3354 Rogerdale Road. • Falls Apartment Group: Falls of Chelsea Lane Apartments,

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September 2018

208 units at 8039 Boone Road. • Gatesco: Oak Pointe Apartments, 162 units at 1111 Burke Road in Pasadena and Weston Oaks Apartments, 106 units at 1141 Burke Road in Pasadena. • Greystar: Kenwood Club at the Park, 320 units at 2000 Westborough in Katy; Grey House River Oaks Apartments, 279 units at 4444 Westheimer Road #A190; Mandalay at Shadow Lake, 294 units at 12430 Oxford Park Drive. • Herman & Kittle Properties Inc.: Estates at Ellington, 72 units at 635 Genoa Red Bluff Road and Cullen Park Apartments, 240 units at 4700 Wenda St. • Hilltop Residential Management: Mason Park Apartments, 312 units at 22 Mason Creek Drive in Katy. • Kaplan Management Co. Inc.: Haven at Augusta Woods Apartments, 246 units at 8011 Augusta Pines in Spring and Waterside at Mason Apartments, 246 units at 1901 Waterside Village Drive in Richmond. • Karya Property Management: Kempwood Place, 387 units at 10010 Kempwood Drive; Kempwood Hollow, 327 units at 9999 Kempwood Drive; Spring Shadows, 389 units at 10105 Kempwood Drive. • Knightvest Management: The Grayson at Baybrook, 322 units at 19100 Glenwest Drive in Friendswood. • Lincoln Property Company: The Fields Woodlake Square, 256 units at 2630 Tanglewilde St. • Madera Residential Ltd.: Aspen Apartments, 209 units at 6150 W. Tidwell Road and Deer Creek Apartments, 304 units at 16303 Imperial Valley Drive. • Monument Property Management: Madison Park, 576 units at 9801 Meadowglen Lane.

www.haaonline.org

prop news pg 70,71.qxp_Layout 1 8/17/18 1:51 PM Page 2

• Oak Leaf Management Co.: Shadow Park Apartments, 168 units at 420 Garland Drive in Lake Jackson. • Q10 Property Advisors: Circle K Apartments, 33 units at 650 Donoho St. in Hempstead. • Roscoe Properties: The Veranda at Centerfield, 400 units at 7700 Willowchase Blvd. • Tzadik Management: Cranbrook Forest Apartments, 261 units at 13875 Ella Blvd. • The Valcap Group: The Preserve at Westchase, 468 units at 10615 Meadowglen Lane; The Grand at Westchase, 556 units at 10881 Richmond Ave.; Westchase Estates Apartments, 307 units at 2305 Hayes Road. • Watermark Residential: The Ranch at Sienna Plantation, 312 units at 8811 Sienna Springs Blvd. in Missouri City. • Waterton Residential: The Plantation at The Woodlands, 432 units at 3720 College Park Drive in The Woodlands. • Witte Investors LLC: Witte Oaks Apartments, 124 units at 1651 Witte Road.

In the News HAA welcomes another new staff member, Membership Engagement Assistant Monserrat Buffington. Buffington

Relik Realty is excited to announce Kristin Settles is back on their team.

Settles

Kelly Scott has recently accepted a position with Capstone Real Estate Services.

Scott

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lyceum 2018 pg 72.qxp_Layout 1 8/17/18 1:52 PM Page 1

Are you ready to take your HAA involvement to the next level? “Such a great experience to see firsthand, and understand how our local association works with our local and state government.” – Monica Gracia, Michael Stevens Interest

“The program gave me an inside look at how things run and why and will help me be a better leader in the organization. “ – Grant Almquist, CAS, Texas Apartment Pool Services

Leadership Lyceum HAA created this leadership development program to identify high-caliber, effective, well-informed industry professionals and educate them on the mission and strategic objectives of the association and its affiliated associations. Who is eligible? Individuals working for HAA members are eligible to apply. If you have three or more years of multifamily property management experience and have served on an HAA committee you may apply. If you are a supplier partner, you will need at least two years experience working for a supplier company and have served on an HAA committee. What does the program include? The program includes four - five sessions with specific topics, with a half a day commitment and attendance at other committee meetings which typically last on average of an hour. We schedule the sessions to occur the first half of the year. You have two years to complete the program so if you miss a session this year, you can catch it when it is offered the following year. How many people will be selected? Up to 15 individuals will be selected for each class. How do I apply? If you would like to apply for the 2019 class, please contact Susan at shinkley@haaonline.org Your application must be accompanied by TWO letters of recommendation. One letter of recommendation should be from a supervisor and the 2nd letter from a colleague active in the industry. The Leadership Development Committee, comprised of HAA Executive Committee leaders, past lyceum graduates and Past Presidents of HAA will review applications and select participants. Applicants will be notified after the committee meets, typically in early December. Once I complete the program how will I be recognized as a graduate? All candidates that have completed the full program by the end of May will be recognized at the Awards event in June. Candidates who complete the program by the end of October will receive recognition and their HAA Lyceum pin at the Annual Business Meeting in November. All graduates will also receive recognition in HAA’s monthly magazine ABODE and the HAA website. Questions? Contact Susan Hinkley at shinkley@haaonline.org.

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e r ’ e W g n i g n i Br

I L I CH ! k c a B

Mark your calendars for Chili Fest 2018! Join us as we bring back the heat at the 28th Annual HAF Chili Fest! There will be teams serving up their best chili and all kinds of activities and games for kids and adults: • Video GameTruck • Velcro Wall • HTC Vive Virtual Reality Experience • Inflatable moonwalks and slides for all ages • Carnival games • Face painting • Balloon artists and more! And it's all included in the price of your wristband! Interested in entering the Chili Cook-oﬀ Contest? Contact events@haaonline.org for details on how you can get cooking!

CHILI FEST 2018 Saturday, October 20 Noon to 5 p.m.

NEW LOCATION! Humble Civic Center 8233 Will Clayton Pkwy., Humble, TX 77338 Take Hwy. 59 North toward Kingwood, exit Will Clayton Pkwy. and turn right. Turn left on South Houston Avenue and the Humble Civic Center Arena is on the right.

Wristbands: Adult - $7 prepaid; $10 on-site Child (5-12) - $3 prepaid, $5 on-site Kids 4 and under - Free!

www.haaonline.org/chilifest www.haaonline.org

Thankyou t o our sponsors ! Habanero Sponsors Camp Construction Services HD Supply Hire Priority Staﬃng & Executive Search Multifamily Ancillary Group

! n o i t a oc L w e N

Jalapeno Sponsors Church Foundation Repair CORT Furniture Rental & Retail Sales Crestmark Construction Services Earthworks Inc. Fidus Construction Services Ideal Towing The Liberty Group McMahan's Flooring Inc. Poolsure PPG Paints Redevelopment Services RK Builders Inc. Little Chilis Fest Sponsors Century A/C Supply PPG Paints Over 21 Wristband Sponsor AAA Plumbers & Mike Koch Trophy Sponsor TPI Construction & Painting Inc. Chili-tizer Station Sponsors Brook Furniture Rental Inc. Ideal Towing September 2018

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ad index pg 74.qxp_Ad Index pg 74 8/17/18 1:53 PM Page 1

Index of Advertisers By CATEGORY

A/C Supplies

Insurance

Swimming Pool Service

Century A/C Supply . . . . . . . . . . . . . . . . . . . . . . . . . .42 281-530-2859 . . . . . . . . . . . . . . . . . .www.centuryac.com

Harco Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63 713-681-2500 . . . . . . . . . . . . . . . . . . .www.harco-ins.com

Poolsure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55 800-858-POOL . . . . . . . . . . . . . . . . .www.poolsure.com

Answering Service

Landscape Contractors

Trash Hauling

On Hold USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 800-755-4142 . . . . . . . . . . . . . . . . .www.onholdusa.com

Outdoor Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 713-955-0990 . . . . . .www.outdoorelementstx.com

Waste Management . . . . . . . . . . . . . . . . . . . . . . . . . .39 713-354-5230 . . . . . . . . . . . . . . . . .www.thinkgreen.com

Texscape Services . . . . . . . . . . . . . . . . . . . . . . . . . . . .43 281-846-3779 . . . . . . . . . .www.texscapeservices.com

Carpet Installation Dixie Carpet Installations . . . . . . . . . . . . . . . . . . . . .7 281-261-6334 . . . . . . . . . . . . . . . . .www.dixiecarpet.com

Laundry Equipment & Supplies

HAA Products & Services Rental Credit Reporting . . . . . . . . . . . . . . . . . . . . . .67 713-595-0300 . . . . . . . . . . . . . . .www.haaonline.org/rcr

WASH Multifamily Laundry Systems . . . . . . . . . .5 281-967-9507 . . . . . . . . . . . . . .www.washlaundry.com

Collection Agencies Alexander-Rose Associates Inc. . . . . . . . . . . . . . .63 713-644-4441 . . . . . . . . . . .www.alexanderrose-inc.com

Locks & Locksmiths CKI Wholesale Lock Supply . . . . . . . . . . . . . . . . . .39 713-462-0704 . . . . . . . . . . . . . . . . . . . . .www.ckilock.com

Countertops Impact Floors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 800-951-9462 . . . . . . . . . . . . . .www.impactfloors.com

HAA reserves the right to reject any advertising if its content is inappropriate or inconsistent with HAA’s standards for publication or HAA’s business interests, in HAA’s sole opinion.

Maintenance Supplies Johnstone Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . .71 713-803-6231 . . . . . . . . . .www.johnstonesupply.com

Electric Contractors Affordable Quality Electric . . . . . . . . . . . . . . . . . . .13 713-695-5992 . . . . . . . . . . . . . . . . .www.acuityelectric.com Brandt Electrical A/C & Heating Services . . . . .31 281-693-3383 . . . . . . . . . . .www.brandtelectrical.com

Movers Ameritex Movers . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 713-484-MOVE . . . . . . . . . .www.stressfreemove.com

Paving Contractors General Contractors Camp Construction Services . . . . . . . .Back Cover 713-413-2267 . . . . . . . .www.campconstruction.com

Pavement Services . . . . . . . . . . . . . . . . . . . . . . . . . . .70 281-758-8434 . . . . . . . . . . . . . . . . .www.nopothole.com

Cotton Commercial USA Inc. . . . . . . . . . . . . . . . . .10 877-511-2962 . . . . . . . . . . .www.cottoncompanies.com

Plumbing Contractors

Crestmark Construction Services . . . . . . . . . . . .41 713-426-6161 . . . . . . . . . . .www.crestmarkservices.com

AAA Plumbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 713-462-4753 . . . . . . . . . . . . . . . . . .www.aaaplumbers.com

FSI Construction . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29 832-767-1115 . . . . . . . . . . . . .www.fsiconstruction.com

Resident Screening Service

Gambit Construction . . . . . . . . . . . . . . . . . . . . . . . . .53 832-987-4242 . . . . .www.gambitconstruction.com

CoreLogic . . . . . . . . . . . . . . . . . . . .Inside Front Cover 888-297-8821 . . . . . . . . . . . . . . . . . . .www.corelogic.com

Gemstar Construction & Development . . . . . . .15 281-821-1195 . . . . . .www.gemstarconstruction.com Guardian Construction . . . . . . . . . . . . . . . . . . . . . . .47 832-672-4196 . . . . . . . . . . . .www.guardianconst.com MultiFamily Services . . . . . . . . . . . . . . . . . . . . . . . . .20 713-266-9100 RK Builders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61 281-370-0012 . . . . . . . . . . . . . . . .www.rkbuilderstx.com RENCON . . . . . . . . . . . . . . . . . . . . . .Inside Back Cover 713-666-3636 . . . . . . . . . . . . . . . . . . . . . .www.rencon.com

Resurfacing Perfect Surface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 713-952-0202 . . . . . . . .www.perfectsurfaceinc.com

Screens Ameristar Screen and Glass . . . . . . . . . . . . . . . . . .63 713-683-6767 . . . . . . . . . . . . .www.ameristarglass.com

TPI Construction & Painting Inc. . . . . . . . . . . . . . . .1 713-668-7986 . . . . . . . . . . . . . . . . . . . . . . .www.tpiinc.com Security Control Equipment/Systems Glass – Plate, Window, Etc.

SentriForce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 888-671-2202 . . . . . . . . . . . . . . . . .www.sentriforce.com

www.haaonline.org/rcr

Ameristar Screen and Glass . . . . . . . . . . . . . . . . . .39 713-683-6767 . . . . . . . . . . . . .www.ameristarglass.com

Want to see current and previous issues of ABODE online? Go to http://issuu.com/haa_abode. Or view this issue on your computer, iPad or smartphone at http://issuu.com/haa_abode/docs/abode_sept2018.

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Marketline pg 75.qxp_Layout 1 8/17/18 1:54 PM Page 1

MarketLine By BRUCE MCCLENNY, President, ApartmentData.com

HOUSTON

115.0 –

Snapshot 89.9% $1,031/mo. 116.9¢/sq.ft./mo. 882 sq.ft.

Past 12 Months: 4.7% rental rate growth 11,691 units absorbed

• •

•

• • • • • • • • • •

– 90.0

– 89.0 100.0 – – 88.0

•

Recently Opened (12 months): 43 communities 9,806 units

110.0 –

•

Under Construction: 40 communities 10,577 units

– 87.0 Jul 18

Jun 18

May 18

Apr 18

Feb 18

Mar 18

Jan 18

Dec 17

Oct 17

Nov 17

Sep 17

Aug 17

Jul 17

Jun 17

History of Effective Rental Rate & Occupancy for All Units

Hottest Submarkets Over the Past Three Months

Concessions

Annualized Rank 1 2 3 4 5

May 17

Apr 17

Feb 17

Mar 17

Jan 17

Dec 16

Oct 16

Nov 16

Sep 16

Aug 16

90.0 –

Proposed Construction: 68 communities 18,817 units

Occupancy (%)

Operating Supply: 2,751 communities 644,635 units

Rental Rate (¢/sq.ft./mo.)

Occupancy: Price: Rental Rate: Size:

• • • • • • • • • •

Submarket Conroe North/Montgomery Downtown Woodlands/Conroe South Tomball/Spring Northeast Houston/Crosby

% of Market Absorbed 11.0% 8.1% 11.9% 7.2% 11.2%

Rental Rate Growth % 2.2% 6.9% 1.4% 3.5% 1.1%

Total Units Class w/Concessions All 245,660 A 73,732 B 86,768 C 71,143 D 14,017

% of Total Units 38% 50% 35% 35% 29%

Average Special -2.8% -4.9% -1.8% -1.8% -2.0%

Citywide Effect -7.0% -9.2% -5.1% -5.1% -6.7%

One Month Free = -8.33%

THE FIRST TABLE ABOVE GIVES A SNAPSHOT of the current market conditions. The graph displays the overall occupancy and effective rental rates over the past 24 months. These statistics are derived from a continuous survey of all apartment communities in the Houston region. The effective rental rates are the calculated net of concessions and utility adjustments. The second table lists the five hottest submarkets in the Greater Houston area. There are a total of 42 submarkets, and the ranking is based on the best combination of rental rate growth and absorption over the past three months. The third table distributes and analyzes concessions (specials) by classification. Concessions generally are represented by three types of specials: move-in, months free or floor plans. The effect of these specials is captured and prorated over a lease term to arrive at a percentage reduction in market or street rents.

TEXAS

Dallas/Ft. Worth

San Antonio

Austin

Occupancy: Price: Rental Rate: Size:

92.0% $1,111/mo. 127.3¢/sq.ft./mo. 873 sq.ft.

90.4% $939/mo. 110.5¢/sq.ft./mo. 850 sq.ft.

91.4% $1,240/mo. 141.9¢/sq.ft./mo. 874 sq.ft.

Past 12 Months: 2.4% rental rate growth 19,756 units absorbed

Past 12 Months: 2.3% rental rate growth 6,027 units absorbed

Past 12 Months: 1.9% rental rate growth 10,070 units absorbed

Operating Supply: 3,026 communities 706,130 units

Operating Supply: 887 communities 187,594 units

Operating Supply: 955 communities 222,062 units

www.haaonline.org

ApartmentData.com has been providing apartment data and marketing products since 1986. ApartmentData.com provides real-time access for property specific information, market surveys and historic submarket data for more than 3 million apartment units in Texas, Georgia, Arizona, North Carolina and Tennessee. For more information, contact Bruce McClenny at 800-595-8730. © 2018 ApartmentData.com September 2018

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Backpage pg 76 sept.qxp_Layout 1 8/17/18 1:54 PM Page 1

Back Page

with News from around the COMMUNITY

Thanks to these Apartment Angels for their donations to the New Hope Housing Back to School Drive: Kevin Carmody and Kathryn P. Carmody, Pathfinder Insurance Group Jennifer Ramos & Outdoor Elements Ricky Alejo, GreenLogic Lighting and Electric Jose Quinteros, Brick Restoration Marcy Holmes, Design by Holmes Mosquito Scott Pest Control Eric Peterson Arley Pena, The Liberty Group Wil Castro, Minol USA Kristin McLaughlin, Mohawk Industries Heather Andrew Creamer, Building Engineering-Consultants Vance Schumacher, Cash Flow Pros Ambassador One Society

HAA All Stars Sports Challenge Co-chair Laura Lestus, The Liberty Group, and HAAâ&#x20AC;&#x2122;s Susan Hinkley present Greater Houston Red Cross representatives with a check for $22,628. The All Stars Sports Challenge is a team building event held in May with proceeds benefiting the Red Cross for their work helping residents after apartment fires.

ABODE

September 2018

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