ABODE September 2019 by HAA Publishing

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THE HOUSTON APARTMENT ASSOCIATION MAGAZINE

www.haaonline.org

ABODE September 2019

A Look at Late Fees Understand the new late fee law with helpful FAQs.

We See You at the Business Exchange, ACES Luncheon and much more!

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CONTENTS September 2019

ON THE COVER

FEATURES & PHOTOS

16 On the Scene – Photos from the HAA Political Action Committee Luncheon.

Maintenance Rules – HAA continues to recognize Honors Awards recipients in this month's ABODE with Q&As from our maintenance professionals and supplier partners. Cover Tool Image © Petrkurgan | Dreamstime.com

COLUMNS & MONTHLY UPDATES 7 President’s Corner – Learn more about the revised TAA lease.

32 On the Scene – Photos from the Take 5 Business Exchange.

8 Patron of the Month – Meet and support AAA Plumbers.

36 Maintenance Rules – Meet the top maintenance professionals in the Houston area, the 2019 HAA Honors Award winners.

9 Legislative Update – Legislative restrictions are likely to raise water and sewer rates.

42 Serving the Industry – Meet the 2019 HAA Honors Award Supplier of the Year and the Rising Star Supplier of the Year. 48 Addressing Trespassing in Harris County – The mental health diversion program in Harris County has a new strategy to confine trespassing. 50 Back-to-School Season – Eight tips for apartment communities to make the best of back to school. 52 Toilet Rebate Programs: Harmful or Helpful? – Wat you need to know before you agree to a toilet replacement program. 56 On the Scene – Photos from the Expo Committee Appreciation Party. 58 On the Scene – Photos from the July ACES Luncheon. 60 On Site with ABODE – Take a closer look at three of the Honors Awards winning properties. 65 A Real Go-Getter – Meet the HAA 2019 Go-Getter of the Year Terri Clifton.

11 It’s The Law – Understand the new late fee law with these helpful FAQs. 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 – RIPs cause headaches for owners and operators. 28 On the Road with HAA – See photos from The Woodlands and Baytown outreach events. 64 Go-Getters – Celebrate Membership! 66 Welcome Mat – Find out about the newest HAA members. 68 The Ambassador ONE Society – Learn more about the HAA’s supplier network! 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.

www.haaonline.org

September 2019

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OFFICERS AND ASSOCIATION LEADERSHIP CLAY HICKS President-Elect

TINA CAVACO Vice President at Large

STARLA TURNBO President

IAN DOUGLAS Vice President at Large

STEPHANIE GRAVES Vice President at Large JOHN BORIACK Secretary/Treasurer

CHRISTY RODRIGUEZ Vice President at Large

HOWARD BOOKSTAFF General Counsel

JEFF HALL Executive VP BOARD OF DIRECTORS Michelle Pawelek Immediate Past President Swapnil Agarwal Mack Armstrong Jeff Blevins Jill Bounds Kyle Brown Joseph Bryson Terri Clifton Michelle Croasmun Grant Crowell Derek DeVries Scott Douglas John Fedorko Gina Erwin Israel Garza Diane Gilbert Ira Gross Alison Hall Bryan Head Melissa Herrera Deborah Holcombe Jacob Kunath Barby Lake Laura Lestus David Lindley Robert Lopes Sonia Lopez Kristin McLaughlin Carlos Neto Dean O’Kelley Michelle Pahl Jenifer Paneral Mark Park Velissa Parmer Jackie Rhone Kelly Scott Kurt Seidel Roman Stephens Debbie Sulzer Dana Tucker Shelley Watson Quintina Willis Tracie Yoder

DIRECTORS EMERITUS Josh Allen Gary Blumberg Ken Bohan Kathy Clem Jack Dinerstein Jenard Gross Darlene Guidry David Hargrove Larry Hill Stacy Hunt Hap Hunnicutt David Jones Mike Koch Dick LaMarche Tim Myers P David Onanian John Ridgway Kim Small Eileen Subinsky Steve Sweet Kirk Tate Suan Tinsley H J Tollett Jr. Pat Tollett Vic Vacek Jr. Beth Van Winkle Jerry Winograd ADVISORY DIRECTORS Tamara Foster Billy Griffin, CAS Monica Gracia Debbie Kelm Cesar Lima Mary Lawler Patrick Magnuson Betsy Marshall Bruce McClenny Nikki Sekunda Penny Sprang 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 Jacob Kunath, CAS, President Century A/C Supply Laura Lestus, CAS, Vice President The Liberty Group David Lindley, CAS, Secretary FSI Construction Derek DeVries, CAS, Treasurer Camp Construction Services Grant Crowell, CAS, Immediate Past President The Urban Foresters MEMBERS Marivel Bownds, CAS, Valet Living Dixie Caldwell-Greer, CAS, The Liberty Group Shaun Callaway, CAS, Earthworks Peggy Charles, CASE, Fidus Construction Services Sean Cunningham, CAS, Flooring Warehouse Deborah DeRouen, CAS, Designs By Holmes

Dan James, CAS, Redevelopment Services Debra Knight, CAS, Valet Living Stephanie Krop, CASE, Poolsure Liz Levins, CAS, Rasa Floors Candis Mohr, CAS, AAA Plumbers Tracey Moore, CAS, Flooring Warehouse Doug Oehl, CAS. Flooring Warehouse Joseph Rodriguez, CAS, The Urban Foresters Blaise Spitaleri, CAS, Gemstar Construction 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 1974 Mueller Water Conditioning 1976 Great American Business Products 1977 Webb Pest Control 1978 Houston Metro Electrical Corp The Liberty Group 1981 AmRent Marvin F Poer & Company 1983 Sherwin Williams Company 1984 RENCON 1985 Gemstar Construction Development Inc 1986 ApartmentData.com 1988 W Partnership 1992 Alexander-Rose Associates 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 Southwest Painting Contractors Inc 2003 Sign-Ups & Banners 2005 Swain & Baldwin Insurance & Risk Management United Protective Services 2006 Bell’s Laundries CAD Restoration Services 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 Fantastic Floors Infinite Energy Inc Parking Management Company/PMC Towing 2012 ABC Supply Co Inc Accent Sign & Awning Co BGE/Brown & Gay Engineers 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 Tidal Renovations LLC 2014 Adventure Playground Systems Inc Chadwell Supply Classic Same Day Blinds J National Jonah Digital Agency MX2 Commercial Paving Pathfinder Insurance Group Ram Jack Foundation Solutions Texas Apartment Pool Services WCA Waste Corporation Zillow Group

2015 Air Pro Systems America Outdoor Furniture ASAP Personnel Inc BSI Cameras Onsite DeNyse Companies Division-9 Inc Gateman Inc Greater Houston Pool Management Holder's Pest Solutions Infinity Power Partners Kathy Andrews Interiors Notifii LLC Pace Mechanical Services LLC The Allshouse Group LLC The Lane Law Firm Wilsonart 2016 Action Window Coverings Allied Fire Protection LP Bath Fitter Cinch – Cabinet Refacing Kits Citi Fence & Concrete E-Systems Pest Management Inc Ecolo Environmental Inc Embark Services Fidus Construction Services Fun Abounds Green City Security LLC Guardian Chimney Sweep Halo Doors Inc JLL Johnstone Supply KONE Leah McVeigh Design and Consulting Liquid Waste Solutions Paul Davis Restoration North Houston RAM Construction Sparkle Wash Pressure Washing Texas Southwest Floors Inc The Home Depot WASH Multifamily Laundry Systems WellKept Whitmans Contracting and Roofing 2017 ACT Security Group All About Doody Pet Solutions LLC All American Mailboxes of Houston Inc Allegion APTexx Inc BioTechs Crime & Trauma Scene Cleaning South Houston Buddy's Roofing & Construction Co Cano Electric Inc Classic Towing Continental Adjusters Inc Creative Surface Cypress Landscaping & Irrigation, Inc D&C Painting Designs by Holmes Disaster Restore 365 Fast Forward Services LLC Frost Insurance Agency Gage Multifamily Services General Recon, LLC Lithotech Printed Products/Forms Center McMahan's Flooring Inc MPS Direct Norman Construction NorthMarq Capital On Site Towing LLC Pack-It Movers Paul Ryan Windows SEAL Security Solutions LLC Secure Insurance Swiff-Train Company Symmons Industries Texas Engineered Roofing & General Contracting USA Patrol Division Vima Decor Willbanks & Associates Inc 2018 12 Stones Roofing A Homestead Specialist LLC AAdvantage Laundry Systems AirAide LLC Allura Apartment Lines Archcon Arizona Tile Astros Carpet & Painting Inc Bee Man Dan Benefits 4 Rent Brannan Designs LLC Architecture & Interior Design C&D Towing LLC Capital Sign Associates CashFlow Pros LLC Centex Construction CenturyLink CG Sorelle Group LLC Construction ECO Services Durastone Corporation Featherston Sign Partners Finish Factory Inc Green Garbology Greenseen Guardian Gutters H&H Fire and Security H&R Operator Services Inc Higginbotham

HMS LLC Jet Wrecker Service Kastle Systems Ledge Lounger Lockmer Collins Roofing LLC DBA Roof Repair Squad Matrix Construction Services Merricks Company MirrorMate Frames O'Conor, Mason & Bone PC OnDemand Cabinet Solutions Penco Access Control PERQ LLC Phoenix Roofing & Construction Inc Platinum Enterprises LLC Power Design Inc Preventive Pest Control Quatro Tax LLC Red Nova Energy Rent Debt Automated Collections RG Miller Engineers Saifee Signs & Graphics Signal 88 Security Smart Shield Security Spray and Play Surface Designers Remodeling Inc Swadley Roof Systems LLC Tanza Granite Inc Texas Steam - Laars Heating Systems Tropical Roofing Products Vistex Graphics LLC Wholewood Cabinets Wildlife Removal Experts Windstorm Restoration Wonder Wall Wraps Inc WS National Construction Services LLC 2019 3 Men Movers AAA Texas Absolute Construction LLC Action Towing, Inc Advance LED Solution Al Hicks & Associates / Allstate AmCap Insurance Anchor Roofing Inc Andrews Myers PC Atom4 Security Camera & Electronics August & Suttles Contractors Beekman Company LLC Beyond Contractors LLC Builders Direct Depot Classic Touch Painting CLS Technology Inc Consolidated Communications Cougar USA CSI LED & Hardware Dal-Tile Corporation DNM Contracting Inc Door Clearance Center Enforce Security Services Epic Air Conditioning Green Faubourg Lawn & Landscaping LLC Harding & Carbone Inc Heritage Construction Co Hive Technology Howitzer Building Engineers Hurtado Roofing & Construction IGD Plumbing LLC In Service Security LLC Insta Relo (An Apartment Mover) Interior Logic Group Property Services J and B Carpet Services Kerely Towing Solutions Ledtech Lexington Group International LP Building Solutions: Louisiana-Pacific Corporation LSR Multifamily Max Digital Printing McKenzie Drake Corporate Housing Morris Contracting NSJ Painting & Flooring Odor-DeFence/BugDeFence One Hour Air Conditioning & Heating Opiniion PHR A/C & Heating Pool Knights Prime Texas Metal Roofs Prime Texas Surveys LLC Property Services Rainey Richardson Interiors, Reliable Roofing Signal 88 Security of The Woodlands & East Houston Slime Busters Inc Strata Roofing and Construction LLC Surface Experts League City Target Restoration Services Texas Management Group Three Amigos Texas LLC Total Renovation Services Turnage & Associates Window World Winhill Advisors Woodlands Water Restoration YottaReal

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ABODE

SEPTEMBER 2019 I VOLUME 42, 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, CAE asherbondy@haaonline.org CONTRIBUTING STAFF Vice President and General Manager SUSAN HINKLEY, CAE shinkley@haaonline.org Vice President of Professional Development EMILY HILTON, CPP, CAE 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, CMP lwolfson@haaonline.org Director of Rental Credit Reporting TINA DEFIORE tdefiore@haaonline.org Director of Outreach LAUREN TURNER, CMP lturner@haaonline.org Public Affairs Specialist ALPA PATEL apatel@haaonline.org Education and Meetings Coordinator KAREN MITCHELL kmitchell@haaonline.org Membership and Marketing Manager KAYLON NEWCOMB knewcomb@haaonline.org Membership Engagement Assist. MONSERRAT BUFFINGTON mbuffington@haaonline.org Webmaster and IT Specialist WILL ALFARO walfaro@haaonline.org PRINTER TGI PRINTED www.tgiprinted.com

HOUSTON APARTMENT ASSOCIATION COMMITTEES COMMITTEE CHAIR STAFF ADVISOR Executive . . . . . . . . . . . . . . . . . . . . . .STARLA TURNBO . . . . . . . . . . .JEFF HALL Program & Budget . . . . . . . . . . . .CLAY HICKS . . . . . . . . . . . . . . . . .JEFF HALL Nominating . . . . . . . . . . . . . . . . . . .MICHELLE PAWELEK . . . . . . .JEFF HALL Ethics . . . . . . . . . . . . . . . . . . . . . . . . . .BETH VAN WINKLE . . . . . . . . .JEFF HALL Investment . . . . . . . . . . . . . . . . . . . .JOHN BORIACK . . . . . . . . . . . . .JEFF HALL Fair Housing . . . . . . . . . . . . . . . . . . .MICHELLE PAWELEK . . . . . . .JEFF HALL By-Laws . . . . . . . . . . . . . . . . . . . . . . . .KYLE BROWN . . . . . . . . . . . . . . .JEFF HALL Past Presidents Council . . . . . . .ALISON HALL . . . . . . . . . . . . . . . .JEFF HALL Strategic Outreach . . . . . . . . . . . .JOHN BORIACK . . . . . . . . . . . . .LAUREN TURNER Legislative . . . . . . . . . . . . . . . . . . . . .CLAY HICKS . . . . . . . . . . . . . . . . .ANDY TEAS HAA Political Action Committee . . . . . . . . . . . . . . . . . . . .STACY HUNT . . . . . . . . . . . . . . . .ANDY TEAS Multifamily Fire Safety Alliance . . . . . . . . . . . . . . . . . . . . . . . . .JOHN FEDORKO . . . . . . . . . . . .ANDY TEAS Developers . . . . . . . . . . . . . . . . . . . . .TODD TRIGGS . . . . . . . . . . . . . . .ANDY TEAS Century Club . . . . . . . . . . . . . . . . . . .DEREK DEVRIES . . . . . . . . . . . .ALPA PATEL PAC Fundraising . . . . . . . . . . . . . .DAVID JONES . . . . . . . . . . . . . . .ALPA PATEL Media Relations . . . . . . . . . . . . . . .NORMA ALVEAR . . . . . . . . . . . .ALPA PATEL Golf . . . . . . . . . . . . . . . . . . . . . . . . . . . .KIM SMALL . . . . . . . . . . . . . . . . . .ALPA PATEL Leadership Development . . . . .JACKIE RHONE . . . . . . . . . . . . .SUSAN HINKLEY Product Service Council . . . . . . .JACOB KUNATH . . . . . . . . . . . .SUSAN HINKLEY Community Outreach . . . . . . . .TRACIE YODER . . . . . . . . . . . . . .SUSAN HINKLEY Resident Relations Appeals . . .DARLENE GUIDRY . . . . . . . . . .MATILDE LUNA Resident Relations A . . . . . . . . . .ELAINE LEEPER . . . . . . . . . . . . .MATILDE LUNA Resident Relations B . . . . . . . . . .KATHY MOTIS . . . . . . . . . . . . . . .MATILDE LUNA Membership . . . . . . . . . . . . . . . . . .CRYSTAL JACKSON . . . . . . . .AMANDA SHERBONDY Ambassador ONE Society . . . .MARIVEL BOWNDS/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .RYAN WEIS . . . . . . . . . . . . . . . . . .AMANDA SHERBONDY 2019 Expo . . . . . . . . . . . . . . . . . . . . .LAURA LESTUS . . . . . . . . . . . . . .AMANDA SHERBONDY Education Advisory Council . . .STEPHANIE GRAVES . . . . . . .EMILY HILTON Career/Community Development . . . . . . . . . . . . . . . . . .KELLY SUESS . . . . . . . . . . . . . . . .EMILY HILTON NEXT . . . . . . . . . . . . . . . . . . . . . . . . . . .PATRICK MAGNUSON/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .NIKKI SEKUNDA . . . . . . . . . . . .EMILY HILTON ACES Task Force . . . . . . . . . . . . . . .DIANE GILBERT . . . . . . . . . . . . .EMILY HILTON HAF Fundraiser . . . . . . . . . . . . . . . .MICHELLE BRIDGES/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .DAN JAMES . . . . . . . . . . . . . . . . .LAUREN WOLFSON HAA Street Team . . . . . . . . . . . . . .BRANDON THOMAS . . . . . . . .LAUREN WOLFSON Property Awards . . . . . . . . . . . . . .RICHARD WALL/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .PENNY SPRANG . . . . . . . . . . . .TINA DEFIORE IT Task Force . . . . . . . . . . . . . . . . . . .JOE BRYSON . . . . . . . . . . . . . . . .ART EIDMAN 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. 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 2019 VOLUME 42 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© 2019 by HAA. Periodicals Postage Paid at Houston, Texas. POSTMASTER: Send address changes to ABODE, 4810 Westway Park Blvd., Houston, Texas 77041.

www.haaonline.org

September 2019

ABODE

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2019 Lifetime Achievement Award Luncheon honoring

Cesar Lima

AAA Plumbers Thursday, September 19 11:30 a.m. to 1 p.m. Hotel ZaZa Museum District

5701 Main Street, Houston, TX 77005 Table of 10: Early bird rate - $550 Standard rate - $750 Individual seats: Early bird rate - $55 Standard rate - $75 The deadline to receive early bird pricing is September 5.

Sponsored by AAA Plumbers, Crestmark Construction Services and Guardian Construction All proceeds benefit the Houston Apartment Foundation 501 (c) (3) and its educational programs. See www.haaonline.org for more details and to register.

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Letter from the President

By STARLA TURNBO, 2019 HAA President

THE WORLD TODAY RELIES ON THE CONVENIENCE AND EASE OF THE INTERNET, ESPECIALLY RENTERS AND APARTMENT PROFESSIONALS. Finally, multifamily companies and professionals can join the Houston Apartment Association without having to dig for an envelope and a stamp, because online membership is now available on the HAA website. Prospective members can access the online membership application by going to www.haaonline.org, hovering over the membership tab and clicking on “Join Now.” (Hey, HAA Go-Getters, don’t forget to mention online membership when you’re recruiting!) Speaking of change, revised leases, which include the new late fee language, will be available through Blue Moon on September 1. HAA will have hard copy leases for purchase sometime after. You can email forms@haaonline.org to place your order. This new late fee law was designed to better protect apartment owners and operators, mostly big management companies, from class action lawsuits, however, it seems to be causing a bit of confusion. First, all leases entered into or renewed on or after September 1 are subject to the new law. Leases signed prior to September 1 are under the old law. For leases entered into or renewed on or after September 1, here is a breakdown: If rent is due on the first of each month, you can collect late fees on the fourth of the month. If rent is due on any other day of the month, late fees can be collected on the third day following the rent due date (for example, if rent is due on September 15, you can collect a late fee on September 18). Keep in mind, there is no grace period of payment of rent. Rent is due on the date stated in the lease. The law requires two days between the date rent is due and the date you may collect late fees. The new law states a late fee must be included in a written lease, be reasonable (see next paragraph) and not be assessed until three days after rent is due or on the fourth of the month if rent is due on the first. (See above.) What is a reasonable late fee? The new law states a reasonable late fee must comply with one of two elements. It must either comply with the safe harbor percentage or demonstrate damages associated with late payment. If you choose to take advantage of the safe harbor percentage, there is full certainty. If you choose to collect a dollar amount instead of using the safe harbor percentage, it opens the door for uncertainty. When choosing a dollar amount, you must be able to prove the amount collected is reasonable (i.e. direct and indirect expenses, direct and indirect costs or overhead associated with the collection of late rent). It’s easier and safer to use the safe harbor percentage. The safe harbor percentage for communities with five apartment homes and more is 10 percent of the resident’s rent and for apartments with four apartments homes or less the safe harbor percentage is 12 percent of the resident’s rent. Additionally, whether the fee is violated depends on whether the fee is collected opposed to charged. HAA’s Legal Counsel, Howard Bookstaff, answers common questions regarding the law in his column on Page 11. If you still have questions or concerns regarding this matter email HAA’s Vice President of Public Affairs Andy Teas at ateas@haaonline.org. If your property is located inside the loop of Houston, it is likely you’ve had to deal with a trespasser who wandered onto or slept the night onsite. Instead of calling local police officials, you can now call the Judge Ed Emmett Mental Health Diversion Center. Created by the state, county and city leaders, the Mental Health Diversion Program diverts people with mental illnesses who have been picked up for low-level, non-violent offenses, such as trespassing, a common issue in apartment communities, to an appropriate mental health intervention. The Mental Health Diversion Program gives people who suffer from mental illness appropriate treatment rather than cycling in and out of Houston’s jails. Reducing the number of mentally ill people languishing in the county jail for low-level offenses also saves taxpayer dollars. Assistant District Attorney Jeff Matovich has all the details in an article on Page 48.

www.haaonline.org

September 2019

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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

ABODE

September 2019

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

www.haaonline.org

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Legislative Update

By CLAY HICKS, HAA Legislative Chair, with ANDY TEAS, CAE, Vice President of Public Affairs

FIXING THE WATER AND SEWER SYSTEM By court order, legislative restrictions are likely to raise rates.

A COUPLE OF recent events could pay a role in driving Houston’s high water and sewer rates even higher in the coming years. In July, the City of Houston finally settled a joint lawsuit filed by both the United States Environmental Protection Agency and the Texas Commission on Environmental Quality over the hundreds of sewage spills recorded each year. In the city’s defense, Houston has to maintain more than 6,200 miles of sewer pipe, which is enough to stretch from Houston to Athens – that’s Greece, not Athens, Texas. To make matters worse, Houston is largely flat. Most cities use gravity, by siting water treatment plants uphill and sewage treatment plants downhill. To pump waste through Houston’s sewer system, 384 lift stations are required. Throw in 39 treatment plants, and you can imagine the maintenance required to operate the city’s system. The consent decree requires Houston to repair or replace at least 150 miles of sanitary sewer pipe each year and to install 2,500 smart clog-sensing manhole covers within the next five years. The city must address nine areas where nearly every major rain event seems to cause significant sewage spills, generally older parts of town with older sewer infrastructure. The city has also agreed to more aggressively inspect and clean 1,500 miles of existing pipe in areas with a history of leaks and spills. The decree also commits the city to continue its public education efforts aimed at convincing citizens not to pour grease down their sinks, which is a constant headache in the apartment industry and an effort the Houston Apartment Association has strongly supported. The price tag for all this is estimated at about $2 billion over 15 years – an amount not limited by Houston’s revenue cap since the water and sewer system is paid for by water bills, rather than property taxes. The first round of water and sewer rate increases are likely to take effect www.haaonline.org

as early as April 2020. According to the Houston Chronicle, “City officials are compiling options for how to structure the rate hikes, a process that Public Works Director Carol Haddock said would take until the end of the year.” Apartments Cost the City Less These “options” will be important for the apartment industry. Historically, apartment properties have paid a lower rate for water and sewer service than single family homes. This isn’t any sort of political favor, it’s because apartment properties cost the city less. Providing water and sewer service to a 200-unit apartment property is cheaper than providing the service to 200 separate houses. The city can read one meter, send one bill and process one payment for 200 families. Also, peak demand, which drives capacity, is lower for apartment properties. With professional management and maintenance, the city doesn’t have to plan for 200 homeowners all turning on sprinklers at 5:30 p.m. on the hottest day in August, while still maintaining the pressure necessary for firefighters at each hydrant. Despite those facts, there is always political pressure for city officials to put their thumb on the scale in favor of homeowners. HAA works hard on voter registration every year, but homeowners still outvote apartment residents by a wide margin and elected officials know it. HAA’s top priority will be making sure the city’s rate increase fairly accounts for our industry’s lower cost. Still, water and sewer rates are definitely going to increase, and the apartment industry will pay its, hopefully, fair share of the approximately $2 billion that will be needed over the next 15 years to satisfy the lawsuit settlement. If your property is not billing residents separately for water, through allocation or submeters, now might be a good time to reexamine that choice.

FOG Enforcement Another aspect of the city’s response to the consent decree is likely to be a greater emphasis on enforcement of the FOG (fats, oils and grease) Ordinance. Since 2007, it has been illegal in Houston for a “generator” (that term includes apartment properties) to discharge fats, oils and/or grease into the city’s sewer system if the materials coming from your pipes into the city’s pipes: a. Exceed on analysis an average of 400 milligrams per liter (mg/l) of free or emulsified fats, oils or grease; b. Form a discernable floating layer on the surface of the receiving waters; c. Overload the generator’s interceptor; or d. Deposit FOG in the lines of the sanitary sewer in such a manner as to obstruct it. A couple of things about that. A large, well-run HAA-member apartment property started getting tickets in July for exceeding the 400 mg/l FOG limit. If your residents are regularly or even occasionally pouring grease down their sinks, your property may be violating this standard. The property owner is held responsible, even though the owner’s ability to control this is extremely limited. Additionally, note that provision “d” seems to say that your property is committing an offense if one of your residents does something that clogs an aging, undersized, already-partiallyclogged city sewer pipe. HAA is a longtime partner with Houston’s Corral the Grease Program, which works with apartment properties to help educate residents about FOG. They provide educational material for move-in packets and distribution to residents. When funding permits, apartment owners can even provide sink strainers, “fat trappers” (grease disposal containers) and plastic lids to let residents contain grease in their own leftover metal cans. / See Legislative, Page 30

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It’s the Law

By HOWARD BOOKSTAFF, Hoover Slovacek LLP , HAA General Counsel

A LOOK AT LATE FEES Understand the new late fee law with these helpful FAQs.

THE WORLD OF charging late fees in the apartment industry has changed! Section 92.019 of the Texas Property Code, the statute on late fees, was substantially modified in the 2019 Legislative Session. How does it affect owners and residents? What actions do owners need to take under the new law? What lease changes are required under the new law? (Let’s look at these and other questions. What changes have been made under the law? The new law incorporates the following changes: 1. Implements a safe harbor to comply with the law. 2. Moves the date on which the initial late fee can be assessed. 3. Requires owners to account for how much late fees a resident owes. 4. Recharacterizes what an owner can “collect” rather than what an owner can “charge.” What is the safe harbor late fee that can be charged? A late fee is considered to be reasonable if the late fee is not more than: 1. 12% of the amount of rent for the rental period under the lease for a dwelling located in a structure that contains not more than four dwelling units; or 2. 10% of the amount of rent for the rental period under the lease for a dwelling located in a structure that contains more than four dwelling units. As long as an owner charges a late fee in accordance with this safe harbor, the amount of the late fee will be considered to be reasonable and in compliance with the new law. Both the old and new law provide that the late fee may include an initial fee and a daily fee for each day the rent continues to remain unpaid, however, the new law provides that www.haaonline.org

the combined fees are considered a single late fee for the purposes of the law. Consequently, if you are intending to collect the safe harbor amount, the initial fee and all daily fees for a single month will be combined to be considered a single late fee for the purposes of calculating the safe harbor.

Section 92.019 of the Texas Property Code, the statute on late fees, was substantially modified in the 2019 Legislative Session. How does it affect owners and residents? What actions do owners need to take under the new law? What lease changes are required under the new law?

Can an owner charge more than the safe harbor amount? Yes, as long as the late fee is “reasonable.” A late fee will be considered reasonable if the late fee is not more than uncertain damages to the owner related to late payment of rent, including direct or indirect expenses, direct or indirect cost, or overhead associated with the collection of late payment. If an owner is charging an amount in excess of the safe harbor amount, the owner should be prepared to provide evidence to support that the amount of the fee is not more than damages related to the late payment of rent. The statute provides some guidance with respect to what types of damages will be considered including direct or indirect expenses, direct or indirect costs or overhead associated with the collection of late payment. When can a late charge be assessed? The owner may charge a late fee unless any portion of the resident’s rent has remained unpaid two full days after the rent was originally due. The old law (before the change) provided that the late charge could not be collected unless the rent has remained unpaid one full day after the rent was originally due. If rent is due on or before the first day of the month (as indicated in the TAA lease), the late fee can be charged under the

old law on the third day of the month. Under the new law, the late fee cannot be collected until the fourth day of the month. Is an owner in violation of the new law if an unreasonable late fee is included in the lease? Not necessarily. The law has been changed such as the owner cannot “collect from” a resident a late fee unless the legal requirements are met. The old law provides that an owner may not “charge” a late fee unless the legal requirements are met. Although this distinction may seem small, it would appear that an argument can be made that the amount of the fee in the lease is not as important as the amount the owner actually collects from a resident. However, it should also be noted that the law has provided, and continues to provide, that the late fee cannot be charged nor collected unless the notice of the late fee is included in a lease. In other words, whether an owner “collects” the fee or “charges” the fee, notice of the fee should be included in the lease. What is the penalty for violating the law? The penalty provision of the statute has been mostly unchanged. An owner who violates the statute is liable to the resident for the amount equal to the sum of $100, three times the amount of the late fee “collected” (instead of “charged”) in violation of the September 2019

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The penalty provision of the statute has been mostly unchanged. An owner who violates the statute is liable to the resident for the amount equal to the sum of $100, three times the amount of the late fee “collected” (instead of “charged”) in violation of the statute, and the resident’s reasonable attorney’s fees. Consequently, the only difference between the old law and the new law is that the penalty provision includes an assessment of three times the amount of the late fee collected in violation of the statute, rather than three times the amount of the late fee charged in violation of the statute.

statute, and the resident’s reasonable attorney’s fees. Consequently, the only difference between the old law and the new law is that the penalty provision includes an assessment of three times the amount of the late fee collected in violation of the statute, rather than three times the amount of the late fee charged in violation of the statute. Does an owner have to provide the resident with a statement of how much late fees are to be paid? Yes. In response to a request from the resident, an owner is required to provide a statement of whether the resident owes a late fee and, if so, the amount of the late fee. The owner is required to provide the statement to the resident by any established means used for written communication by the owner and the resident.

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When does the new law take effect? The new law applies only to a late fee under a lease entered into or renewed on or after Sept. 1, 2019. If you are going to modify your late fee to the safe harbor amount, you would want to do so in any lease entered into or renewed on or after Sept. 1, 2019.

one month’s rent or a dollar amount, and allows the owner to impose an initial late charge and daily late fees (by dollar amount or by percentage of the fee). The new law effects the owners and residents’ rights and responsibilities when a resident is delinquent in paying rent. Before taking any action or making decisions, the new law should be reviewed and followed.

Can I change my old lease to charge the safe harbor amount? The lease can be modified by a subsequent written agreement signed by all parties. However, absent a signed lease modification, an owner can waive amounts a resident owes under the lease. The only issue may be that the old law (the one that would be applicable to the lease signed before Sept. 1, 2019) provided that an owner may not charge a late fee unless notice of the fee is included in a written lease. Consequently, there may be an issue with charging a late fee that is different than the fee stated in the lease. However, the counter argument is that you are simply discounting the amount due under the lease. What changes have been made to the TAA lease to account for the new law? Paragraph six of the lease was modified to provide that the owner won’t impose late charges until the fourth day of the month. The lease also allows the owner to designate that the late fee will either be a percentage of

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Resident Relations from the RESIDENT RELATIONS COMMITTEE

BACK IT UP

A resident fails to provide a notice to vacate, claims a sewer backup flooded her apartment. A RESIDENT FILED a complaint with

HAA to receive her security deposit and to remove an eviction. In her complaint, the resident claimed she provided a notice to vacate. She included that her lease term ended December 2017. At that time, she went month-to-month through February 2018, when she moved out. In May, she received an eviction notice. The resident noted her apartment experienced flooding from a sewer backup. Management responded and that response was forwarded to the resident. According to management, the last rental payment was received February 2018. On Feb. 14, 2018, water was left running inside the resident’s

The HAA Resident Relations Committees provide

unit, causing the downan impartial review of resident complaints using stairs unit to flood. When the documentation provided by both the resident maintenance responded and management. to the emergency call, access to the unit by the maintenance team was denied. Management stated they attempted to The committee decided in favor of manageinspect the unit several times, but a deadlock ment. The resident failed to fulfill her lease obbolt prevented their access. ligation. Charges were justified. The resident Management filed the eviction May 21, owes the property $3,942.29 2018. Management didn’t receive a notice to The resident may pursue her complaint in vacate, the resident’s key, a forwarding adsmall claims court. dress nor move-out documents. Enclosed were copies of the lease, move-in If you are a manager with a resident condition form, final account statement, resirelations issue, call HAA at 713-595-0300 dent ledger and a video. 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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On the Scene with the HAAPAC HAAPAC Luncheon Tuesday, July 29 at the HAF Dinerstein Reed Prokop Education Center Sponsored by 1 Arizona Tile The July HAA Political Action Committee luncheon featured a City of Houston Candidate Screening for District C and At Large Position 4.

WEâ&#x20AC;&#x2122;RE ALL ABOUT BETTER GOVERNMENT Threats from government are coming at the apartment industry at a rapid pace. The HAAPAC, the political action committee of the Houston Apartment Association, needs your help to fight bad legislation. HAA members can participate in the PAC on several levels. Committee application forms are available. To join, renew or learn how to become involved with the PAC, see online at www.haaonline.org/haapac or contact apatel@haaonline.org. 16

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

Tuesday, October 8, Riverbend Country Club, 1214 Dulles Ave., Sugar Land, Tx 77478

Benefiting the Houston Apartment Association Political Action Committee

Join us for the 40th 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 7 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! Pinot & Putting Contest 7:30 a.m. to 9 a.m. One golf ball may be purchased for $20 per player. The player will have a chance to putt their ball to win a bottle of wine on the Riverbend Putting Green. 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 20/$200 after September 20 = $_________ Add “Pinot & Putting Contest” for $20 x _______ (how many balls) = _____________ (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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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: $825 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 10 Electrical Maintenance and Repair Wednesday, September 11 Plumbing Maintenance and Repair Thursday and Friday, September 12-13 Heating, Ventilation and Air Conditioning Maintenance and Repair Tuesday and Wednesday, October 15-16 Appliances Maintenance and Repair Thursday and Friday, October 17-18 Comprehensive Exam TBA

Programs sponsored by AAA Plumbers Chadwell Supply Hire Priority Staffing & Executive Search Johnstone Supply

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Upcoming Education

SEPTEMBER CAMT Interior and Exterior Maintenance & Repair Tuesday, September 10 8:30 a.m. to 5 p.m. Sponsored by Hire Priority Staffing & Executive Search The CAMT Interior and Exterior Maintenance course gives learners what they need to know to keep the interior and exterior apartment communities in excellent shape, both through repair and preventive maintenance. See Page 18 for details. CAMT Electrical Maintenance and Repair Wednesday, September 11 8:30 a.m. to 5 p.m. Sponsored by Johnstone Supply The CAMT Electrical Maintenance and Repair course provides the solid foundation in electrical work that learners must have to be successful on the job, especially when working with appliances and HVAC. Content includes understanding systems and circuits; switches, receptacles and fixtures; using meters; making diagnoses and repairs; following regulations; and safety issues. See Page 18 for details. Avenues: Marketing Session 3 – “Fumbles, Bumbles and Apologies: How to Effectively Combat the Biggest Challenges in Raising Rents” with Amy Kosnikowski Thursday, September 12 8:30 a.m. to noon Sponsored by ALN Apartment Data See Page 22 for details. CAMT Plumbing Maintenance and Repair (2 days)

SCHEDULE AND FEES

From the HAA EDUCATION DEPARTMENT

Thursday, September 12 and Friday, September 13 8:30 a.m. to 5 p.m. Sponsored by AAA Plumbers The CAMT Plumbing Maintenance and Repair course teaches students how to maintain and repair plumbing systems and fixtures. Content includes an overview of the systems; key materials and equipment; pipes, fittings and valves; and fixtures and appliances. See Page 18 for details. Certified Pool Operator Course (2 days) Tuesday, September 17 and Wednesday, September 18 8:30 a.m. to 5 p.m. Program fee: $299 A two-day class Tuesday, September 17 and Wednesday, September 18. Successful completion of this 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, so they are up-to-date regarding local codes, reducing risk and liability. The course fee of $299 per person includes textbook, exam fees and meals for both days. This course is presented in English and Spanish language text and exams are available upon request. IROC Breakfast Friday, September 20 7:30 a.m. to 10 a.m. Program fee: $25 per nonmember

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

Sponsored by Crestmark Construction 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 24 8:30 a.m. to 4 p.m. Program fee: $75 prior to September 24; $85 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.. Visit www.haaonline.org for more information. ACES September Luncheon Friday, September 27 11:30 a.m. to 1:30 p.m. Location: TBA Program fee: $55 Sponsored by Apartments.com and CORT Furniture This program is open only to executives in property management (owners, presidents, regionals, supervisors, marketing/training directors, 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 It’s the Law Luncheon Friday, October 4 11:30 a.m. to 1 p.m. Program fee: $35 Sponsored by Matrix Construction Services Join HAA's Legal Counsel, Howard Bookstaff, for lunch and a legal discussion in a casual environment allowing for questions and answers. NALP 1: Bringing in New Residents – Be Prepared Tuesday, October 8 8:30 a.m. to noon Program fee: $385; $500.50 per nonmember Sponsored by Camp Construction Services 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 can apply these talents to a successful outcome. See Page 24 for details. NALP 2: Marketing and Maintaining Your Community Tuesday, October 8 1 p.m. to 4 p.m. Program fee: $385; $500.50 per nonmember Sponsored by Camp Construction Services Explore the importance of image, reputation and brand for wellmaintained 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. If you are taking this as a standalone / See Education, Page 23

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 2019

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SEPTEMBER S M T W 1 2 3 4 8 9 10 11 15 16 17 18 22 23 24 25 29 30

Calendar HAA Education, Events and Meetings SCHEDULE

T 5 12 19 26

F 6 13 20 27

S 7 14 21 28

OCTOBER S M T 1 6 7 8 13 14 15 20 21 22 27 28 29

W 2 9 16 23 30

T 3 10 17 24 31

F 4 11 18 25

S 5 12 19 26

SEPTEMBER 2

17-18

Offices Closed Monday, September 2 The HAA offices will be closed in observance of Labor Day.

CAMT Electrical Maintenance and Repair Wednesday, September 11 8:30 a.m. to 5 p.m. See Page 18 for details. Sponsored by Johnstone Supply

Certified Pool Operator Course (2 days) Tuesday, September 17 and Wednesday, September 18 8:30 a.m. to 5 p.m.

Resident Relations Committee B Wednesday, September 11 2 p.m.

Lifetime Achievement Award Luncheon Thursday, September 19 11:30 a.m. to 1:30 p.m. Hotel ZaZa Museum District 5701 Main St., 77005 Join us for lunch as we honor the Houston Apartment Association’s 2019 Lifetime Achievement award recipient Cesar Lima of AAA Plumbers. See Page 6 for details. Sponsored by AAA Plumbers, Crestmark Construction Services and Guardian Construction

Baytown Region Meeting Wednesday, September 25 11:30 a.m. to 1 p.m. Formally known as Area Council Meetings, the HAA Outreach department is continuing to bring education to outlying counties with a new title. This event is free, but we kindly ask you to RSVP yourself and/or team members. RSVP to outreach@haaonline.org. More information to come. Sponsored by The Liberty Group

4 HAAPAC Luncheon Wednesday, September 4 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. Sponsored by FTK Construction New Supplier Member Orientation Wednesday, September 4 3 p.m. Craft Republic 11470 Westheimer, 77042 All new supplier members welcome. Contact Amanda at asherbondy@haaonline.org for details. Ambassador ONE Society Meeting Wednesday, September 4 4 p.m. to 5:30 p.m. Craft Republic 11470 Westheimer, 77042 Contact Amanda at asherbondy@haaonline.org for details.

10 CAMT Interior and Exterior Maintenance & Repair Tuesday, September 10 8:30 a.m. to 5 p.m. See Page 18 for details. Sponsored by Hire Priority Staffing & Executive Search

12 Avenues: Marketing Session 3 – “Fumbles, Bumbles and Apologies: How to Effectively Combat the Biggest Challenges in Raising Rents” with Amy Kosnikowski Thursday, September 12 8:30 a.m. to noon See Page 22 for details. Sponsored by ALN Apartment Data Onsite-Goes-Offsite: Pearland Thursday, September 12 4 p.m. to 6 p.m. Due to limited seating, this meeting is open to on-site personnel only. Calling all Pearland and surrounding-area onsite personnel, come meet your fellow industry peers by joining us for a little networking and fun. Your first drink is on us! Please contact the HAA Outreach department at outreach@haaonline.org if you have any questions. Sponsored by Hire Priority Staffing & Executive Search

12-13 CAMT Plumbing Maintenance and Repair (2 days) Thursday, September 12 and Friday, September 13 8:30 a.m. to 5 p.m. See Page 18 for details. Sponsored by AAA Plumbers

20 IROC Breakfast Friday, September 20 7:30 a.m. to 10 a.m. Sponsored by Crestmark Construction Services

24 Leasing 101 (Day and a half) Tuesday, September 24 8:30 a.m. to 4 p.m.

Go-Getters Happy Hour Wednesday, September 25 3:30 p.m. to 5:30 p.m. Cadillac Bar 1802 Shepherd Drive, 77007 Join the Go-Getters and help strengthen your association with new members and new involvement. New and prospective members are welcome! Visit the Go-Getters Corner at www.haaonline.org/gogetters for tips and tools for recruiting. Sponsored by Hire Priority Staffing & Executive Search and Pavement Services Corporation

27 Board Meeting Thursday, September 27 4:30 p.m. Sponsored by Redevelopment Services ACES September Luncheon Friday, September 27 11:30 a.m. to 1:30 p.m. Location: TBA Sponsored by Apartments.com and CORT Furniture

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. 20

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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 2

New Supplier Member Orientation Wednesday, October 2 3 p.m. Craft Republic 11470 Westheimer, 77042 All new supplier members welcome. Contact Amanda at asherbondy@haaonline.org for details.

Industry Math Wednesday, October 9 8:30 a.m. to noon See Page 31 for details.

NALP 3: Why Your Competition Matters Tuesday, October 15 8:30 a.m. to noon See Page 24 for details. Sponsored by Camp Construction Services

NALP 5: The Sales Process and Building Relationships Monday, October 22 8:30 a.m. to noon See Page 24 for details. Sponsored by Camp Construction Services

Resident Relations Committee A Wednesday, October 9 2 p.m.

NALP 4: Relevant Laws and How to Apply Them Tuesday, October 15 1 p.m. to 4 p.m. See Page 24 for details. Sponsored by Camp Construction Services

NALP 6: Effectively Meeting the Needs of Current Residents Monday, October 22 1 p.m. to 4 p.m. See Page 24 for details. Sponsored by Camp Construction Services

15-16

Avenues: Maintenance Session 2 – “Mold and Mildew” with Don Willard Thursday, October 10 8:30 a.m. to noon See Page 22 for details. Sponsored by Chadwell Supply

CAMT HVAC Maintenance & Repair (two days) Tuesday, October 15 and Wednesday, October 16 8:30 a.m. to 5 p.m. Sponsored by Johnstone Supply

Avenues: Leadership Session 3 – “No One Likes a Bully” with Megan Orser Thursday, October 24 9:00 a.m. to noon Sponsored by The Liberty Group

Onsite-Goes-Offsite: Fort Bend Thursday, October 10 4 p.m. to 6 p.m. Location: TBA Due to limited seating, this meeting is open to onsite personnel only. Calling all Fort Bend and surrounding-area onsite personnel, come meet your fellow industry peers by joining us for a little networking and fun. Your first drink is on us! Please contact the HAA Outreach department at outreach@haaonline.org if you have any questions. Sponsored by Earthworks

Avenues: Supplier Circle 3 – “Closing the Sales Circle” with Dr. Debbie Phillips Wednesday, October 16 9:00 a.m. to noon See Page 23 for details.

Chili Fest Saturday, October 26 Noon to 5 p.m. Humble Civic Center 8233 Will Clayton Parkway, Humble, 77338 Mark your calendars for the 2019 Chili Fest for a fun-filled day of chili, activities and games for all ages! See Page 73 for the list sponsors and more details.

Ambassador ONE Society Meeting Wednesday, October 2 4 p.m. to 5:30 p.m. Craft Republic 11470 Westheimer, 77042 Contact Amanda at asherbondy@haaonline.org for details.

4 It’s the Law Luncheon Friday, October 4 11:30 a.m. to 1 p.m. Sponsored by Matrix Construction Services

8 Bill Dinerstein Memorial Golf Tournament Tuesday, October 8 8 a.m. to 3 p.m. Riverbend Country Club 1214 Dulles Ave., Sugar Land, 77478 See Page 17 for a list of sponsors and more details. NALP 1: Bringing in New Residents – Be Prepared Tuesday, October 8 8:30 a.m. to noon See Page 24 for details. Sponsored by Camp Construction Service NALP 2: Marketing and Maintaining Your Community Tuesday, October 8 1 p.m. to 4 p.m. See Page 24 for details. Sponsored by Camp Construction Service

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Legal Seminar: Katy Wednesday, October 9 8:30 a.m. to noon Location: TBA Sponsored by Perfect Surface and The Liberty Group

11 HAA NEXT: Professional Development Breakfast Friday, October 11 8 a.m. to 10 a.m. Sponsored by Smart City Apartment Locating

17 Onsite-Goes-Offsite: Pasadena Thursday, October 17 4 p.m. to 6 p.m. Location: TBA Due to limited seating, this meeting is open to onsite personnel only. Calling all Pasadena and surrounding-area onsite personnel, come meet your fellow industry peers by joining us for a little networking and fun. Your first drink is on us! Please contact the HAA Outreach department at outreach@haaonline.org if you have any questions. Sponsored by The Urban Foresters

17-18 CAMT Appliances Maintenance & Repair (two days) Thursday, October 17 and Friday, October 18 8:30 a.m. to 5 p.m. See Page 18 for details. Sponsored by Chadwell Supply

29 NALP Market Survey Presentation & Exam Tuesday, October 29 10 a.m. to 3:30 p.m. See Page 24 for details. Sponsored by Camp Construction Services

31 IROP (three days) Thursday, October 31; Friday, November 1; and Saturday, November 2 9:30 a.m. to 3 p.m. Sponsored by Cotton Commercial USA and Guardian Construction

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Marketing

Avenues: Marketing Place - 3 September 12 Fumbles, Bumbles & Apologies: How to Effectively Combat the Biggest Challenges in Raising Rents With Amy Kosnikowski Dilisio As rental rates continue to rise the challenge continues as onsite teams fail to provide effective responses and even apologize to customers for their community’s higher rental rate. Why oh why? Amy will share the top reasons of low confidence along with the solutions to combat fumbles to score successfully in discussing higher rates with customers. Learn Amy’s four easy steps to prove value and worth that will reduce stress and increase success immediately.

Supplier

CIR

Avenues: Supplier Circle - 3 October 16 “Closing” the Sales Circle With Dr. Debbie Phillips Selling is process! In this seminar, you’ll learn the five critical steps in the sales process in addition to building a pipeline of leads through effective relationship building. Build long-term relationships, not short-term sales!

Sponsored by Camp Construction Services

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 8 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 8 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 15 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 15 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 22 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 22 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 29

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

INSPECTIONS AND CORRECTIONS RIPs cause headaches for owners and operators.

IT IS INSPECTION day. Your property’s floors, supporting walls, stairwells, and ceilings are in safe and sound condition. The stoves have knobs and the water heater has a working temperature and pressure relief valve. Miraculously, you have been able to confirm every smoke detectors’ functionality in the building. There is no material risk to the physical safety or health of the building’s residents. For all intents and purposes, your property is up to code. As your city’s inspector tours the property, they check windows for cracks, ensure exit signs are visible, and confirm that the halls are free of trash. No problems; you are in the home stretch. Suddenly, something on the ground catches the eye of the inspector: a tear in the carpet of one of the sample units they are reviewing. According to the inspection schedule, that tear represents a trip hazard due to deterioration, damage or structural defect. Congratulations, you have been dinged with a violation, a follow up inspection that could cost $50, and almost no opportunity to cure. Across the United States, municipalities are establishing punitive rental housing registration and inspections programs (RIPs) that treat property owners more like ATMs than potential threats to public health and safety. RIPs are designed to identify and cure blighted neighborhoods, but the very nature of these one-size-fits-all programs ensnare code compliant properties into shelling out for expensive licenses and unnecessary inspections. RIPs are also a significant financial commitment for municipalities, often improperly staffed to meet the number of properties requiring inspection, and thus encourage harsher than usual examinations to generate revenue. In the end, responsible property owners are left paying the price. In Iowa, cities with a population of 15,000 26

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or more are mandated to establish a RIP for all rental housing. The law encourages cities to adopt civil penalties or criminal fines for violations and recommends that cities under the population threshold also develop similar RIPs. The City of Flint, MI, extends no protections to property owners in the case of resident-caused damages, leaving even the most immaculate properties at the whim of their residents’ behavior. Kent, WA recently established a RIP that has driven up the fee of its existing rental property business license and created additional conditions for its issuance, potentially complicating a property’s ability to rent out units. Mandatory RIPs place burdensome requirements on property owners already in full compliance and have the potential to hinder any future investment in a property. Rather, municipalities should seek to establish inspection programs that reward compliant, responsive owners and allow the greatest opportunity to abate violations. Awaiting the Governor’s signature in New Jersey, S-1150 will allow fully compliant properties seven years between inspections, while requiring more frequent inspections on owners who fail to address their code violations. Virginia has preempted the registration and inspection of any properties located outside of designated Residential Inspection Districts and allows fully abated properties a minimum of four years between inspections. This has allowed inspectors to allocate resource responsibly, focusing on only the most necessary of areas. Eligible municipalities should also consider obtaining U.S. Department of Housing and Urban Development (HUD) sponsored Community Development Block Grants (CDBG) to improve blighted conditions. Federal Heights, CO uses its HUDsponsored CDBG to offset its registration and initial inspection fees.

Rewarding the responsible and remedying the neglectful should be the hallmarks of a model RIP. By refuting these standards, municipalities are exacerbating the very conditions they wish to prevent. New York Rent Control Claims Another Victim When the progressive wing of the New York state legislature pushed forward the most restrictive package of rent regulations in the history of American housing, the policies came wrapped in a thick layer of misdirection that has washed off surprisingly quickly, much to the chagrin of housing providers and residents alike. As reported by Crains New York Business, in light of the new laws in New York, the Blackstone Group is now reevaluating planned renovations and improvements at two large properties. Because New York’s new rent control law eviscerates the financial mechanisms by which property owners can recoup the money they invested improving their rental properties, it is likely that these restrictions will lead to other companies following Blackstone’s lead. Read more at https://www.crainsnewyork.com/real-estate/blackstone-halts-stuy-town-upgradeswake-rent-regs-overhaul The National Apartment Association (NAA) continues to actively monitor the legislative situation regarding rent control and a host of other issues facing the rental housing industry in the state. NAA has a variety of resources for members who may notice debates and movement around rent control emerging in their cities, as well as a dedicated subject matter expert on rent control, Manager of Public Policy Alex Rossello. Please do not hesitate to contact him directly with any questions or concerns about rent control developments in your area. www.haaonline.org

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Education, continued from Page 23 Sponsored by The Liberty Group Workplace bullying isolates good employees, destroys company culture and costs you time and money. Interact with experts who will discuss the legal exposure as well as the toll workplace bullying can take on an organization. Having a clear understanding of how workplace bullying starts and takes place is a good first step in combating this challenge, but itâ&#x20AC;&#x2122;s only the beginning. Hear this and more ways to end workplace bullying. NALP Market Survey Presentation & Exam Tuesday, October 29 10 a.m. to 3:30 p.m. Program fee: $385 per member; $500.50 per nonmember Sponsored by Camp Construction Services 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. Candidates must turn in a completed market survey project, which requires demonstration of professional written and verbal communication skills in English and the submission of accurately completed paperwork prior to having access to the exam. IROP (three days) Thursday, October 31; Friday, November 1; and Saturday, November 2 9:30 a.m. to 3 p.m. Program Fee: $425 members/$550 nonmembers Sponsored by Cotton Commercial USA and Guardian Construction A three-day course authored by NAA specially designed to provide the knowledge and skills necessary for new independent owner/managers of rental properties with typically 200 units or less. Topics covered include: Employees; Preparing the Propert; Rent; Marketing; Handling Objections; Applications; Screening; Rental Agreements and Lease Forms; Moving In; The End of the Lease Term; When Resident Problems Arise; Evictions; Resident Retention; Maintaining Property Value; Maintenance; Code of Enforcement; Financial Management; Taxes; Protecting The Investment; and Section 8 Programs. Notice of cancellation is required two days prior to the event for a refund, less any administrative fees. For classes held at the HAF Education Center, registrations may be transferred from one class to the next within same year.

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On the Road with HAA

The Woodlands Education Outreach Wednesday, July 17 Sponsored by 1 Brook Furniture Rental and Houston Furniture Rental & Sales Education Outreach hit the road again, this time in The Woodlands. Area managers heard from nationallyknown presenter Leah Brewer on â&#x20AC;&#x153;The Art of Hiring.â&#x20AC;? They learned tips on how to hire the best people for their team, alternative interview methods and more.

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 Director of Outreach 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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Onsite Goes Offsite â&#x20AC;&#x201C; Baytown Thursday, July 25 Sponsored by 1 HD Supply Onsite Goes Offsite goes to Baytown. Area managers had the chance to network and enjoy refreshments.

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Legislative, continued from Page 9 Email funsho.sekoni@houstontx.gov to schedule public outreach for your property. They can help you hold a resident meeting to go over dos and don’ts. Another pesky problem: Many sewer system operators insist that “flushable” wipes are not flushable at all. Wipes are a constant headache for our plumbers and for the city. A number of cities have pursued lawsuits asking for compensation, and for the court to prohibit manufacturers from labeling wipes as “flushable.” Asking residents to throw these in the trash, rather than the toilet, may be another helpful step. Some properties add a lease provision to fine residents for improper disposal of FOG. These can be a challenge to enforce, but there may be value to simply having the provision. Frequent maintenance checks of units, frequent maintenance checks of all sewer cleanout plugs to make sure none are missing and frequent cleaning of sewer lines could be helpful. Water Supply Meanwhile, Houston was on the losing end of a legislative fight over water rights that could jeopardize future access to fresh water as the city continues to grow. More than most cities, Houston paid a lot of attention decades ago to securing rights to fresh water for the city’s future. The city owns 70 percent of the water in Lake Livingston and Lake Conroe, as well as all the water in Lake Houston. Additionally, Houston purchased water rights in a proposed reservoir west of Simonton, Texas, to provide additional future supply. A bill passed by the legislature and signed by Governor Greg Abbott earlier this year forces Houston to sell its reservoir rights to the Brazos River Authority to benefit planned petrochemical plant construction along the lower Brazos River – a loss of about 15% of the city’s total surface water rights. As Mayor Sylvester Turner said, “Today, Texas cities were sent a discouraging message that planning for the future, investing wisely and following the rules are no longer valued in the state of Texas. We were clearly told, ‘Sometimes we just take things.’” Houston is suing both the state of Texas and the Brazos River Authority to block implementation of the new law, alleging that it is unconstitutional. While the new law will have no immediate impact on Houston’s water cost, implementation would remove a key part of Houston’s future water supply, forcing Houston to develop other, higher-cost alternatives. If you have a regulatory problem or question, call the HAA main line at 713-595-0300 and ask for Public Affairs.

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Your Best Calculation: Industry Math A new curriculum authored by 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 (remember those?), to 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. Course Schedule: Registration begins at 8:30 a.m. Course – 9 a.m. to Noon Program Cost: $99 Program Date: October 8

To register and for more information, visit www.haaonline.org.

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On the Scene Photos by MARK HIEBERT, Hiebert Photography HAA Take 5 Business Exchange Thursday, August 8 at Ayva Center Thanks to our supplier partners and property managment leaders who attended the exchange and raised $62,000 for education grants to help industry professionals earn their NAA credentials. Thank you to our supplier participants: AAA Plumbers ACTIV Answer by Audio Images Advanced Concrete Designs Inc. ALN Apartment Data Inc. Ameritex Movers Inc. Andrews Myers PC Apartment Life Inc. ApartmentData.com Belfor Property Restoration BG Staffing BioSweep of West Houston Brook Furniture Rental Inc. Building EngineeringConsultants Inc. Buyers Access Camp Construction Services Cano Electric Inc. Century A/C Supply CheckpointID Cinch – Cabinet Refacing Kits Coastal Valet Trash Services LLC Contractors Inc. CoreLogic Rental Property Solutions Corinthian Roofing Cotton Commercial USA Inc. Cougar USA Dean & Draper Insurance Agency Designs by Holmes Dixie Carpet Installations Inc. Earthworks Inc. eConserve LLC Embark Services Entrata® Envirotrol Pest Solutions Fetch Package Fidus Construction Services Find Me A Vendor Flooring Warehouse FSI Construction Gambit Construction Gateman Inc. Gemstar Construction Development Inc. Genesis Credit Management Greenlogic Lighting & Electric Guardian Construction HandyTrac Key Control HD Supply Hive Technology Hoffer Furniture Rental & Sales Horisons Roof & Exterior Solutions LLC Infinity Power Partners Interstate Restoration LLC JMI Contractors/Jim’s Maintenance Inc. Kings III Emergency Communications Leah McVeigh Design and Consulting Leonardo247 LLC LP Building Solutions: Louisiana-Pacific Corporation LSR Multifamily Lexington Group International Maintenance Supply Headquarters Major League Gutter Cleaning

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Marathon Fitness Massey Services Inc. Matrix Construction Services McKenna Contracting McMahan’s Flooring Inc. Minol USA MRI Software Multifamily Utility Company National Credit Systems Inc. Norman Construction Opiniion Outdoor Elements Package Center Paul Davis Restoration Perfect Surface LLC PERQ LLC Point Central Poolsure Poolworx Presto Maintenance Supply Prime Texas Metal Roofs LLC Rasa Floors Recycle Now Redi Carpet Sales of Houston Ltd. Reliable Roofing Reliant Rent Debt Automated Collections RentPath RentVision Resman Richmond & Associates Landscaping Scott Equipment Inc. Securitas Security Services Inc. Shaw Industries Smart Apartment Data Smart City Apartment Locating SmartRent.com Inc. State Contractors LLC Target Restoration Services LLC Texas Apartment Pool Services Texas Management Group LLC Texas Southwest Floors Inc. The Liberty Group The Urban Foresters LLC TransUnion Rental Screening Solutions Valet Living Vima Decor WASH Multifamily Laundry Systems WeDoTrash Willbanks & Associates Inc. Wilwood Cabinetry DBA GoBravura Woodlands Water Restoration Yardi Systems Inc. Zillow Group Zumper Inc.

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Thank you to our owner/management company participants: Abbey Residential Allied-Orion Group AMLI Residential Asset Living Barvin Group Berkshire Residential Investments Better World LLC Capstone Property Management Centra Asset Partners Central Management Creative Property Management Dayrise Residential/Envest The Dinerstein Companies Francis Property Management GWR Management Gables Residential Greystar HM Equity Highmark Residential Hettig Management Indus Management Judwin Properties Linebacker Equity Management Lincoln Property Company Morgan Mosaic Residential Pinnacle Point Reyes Residential Progress Residential Relik Realty Rockstar Capital Management Roscoe Properties SMI Realty Management Southhampton Management Steadfast Management Co Stellar Equity Management Tarantino Properties Texas InterFaith Venterra Realty Veritas Equity Management

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On the Scene Photos by MARK HIEBERT, Hiebert Photography HAA Take 5 Business Exchange

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Maintenance Rules Maintenance Supervisor of the Year – Single Property Osrick Mitchell, Voyager at Space Center Greystar You’ve been a maintenance technician in the multifamily industry for 19 years. How did you get your first job in the industry? When I first entered this industry, I started out as a leasing agent and later decided to join the maintenance team. The property I was working at was shorthanded on maintenance technicians, and since I had previous experience in repair and building homes with my dad in Chicago, I felt this would be a great opportunity. What is the biggest lesson you have learned in your career so far? There is no I in team. To be completely successful at any property, there must be a good team in place working together for the same common goal.

The Voyager at Space Center is a 10-year-old apartment community. According to your nomination form, you and your team completed about 175 work orders per month last year. How did you and your team stay on top of those work orders? My team and I know each other’s strengths, and we focus on what we each excel at to complete the necessary repair in a timely manner. Having a daily schedule put together to accomplish those tasks keeps things running smoothly. In addition to education courses, such as Century A/C’s HVAC course, you acquired the Certified Apartment Maintenance Technician and Certified Pool Operator credentials. Why is seeking out education important? Credentials are very important to have. They help build on the knowledge of the industry in order to provide the best service we can to our residents and clients. Education is the key to the success of every team member within a company. Not only does it make it easier to accomplish tasks, it

Osrick Mitchell Maintenance Supervisor – Single Property

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also allows us to provide training to those who look to us for guidance. What do you consider your greatest professional success? Acquiring the CAMT credential was a great accomplishment, but at this moment, I do not believe I have reached my greatest professional success. I believe Greystar is a great company to be with, and it has great leaders who have helped me get where I am. I am excited to see my development as I utilize my current skills to move forward within Greystar. You were nominated for five awards last year! On top of winning HAA’s Maintenance Supervisor of the Year award, have you won any other awards? I have had the honor of receiving several awards from Greystar, including the Greystar Service Supervisor of the Year award.

Francisco Hernandez Maintenance Supervisor – Multiple Properties

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Here are the best of the best individuals in apartment maintenance and the recipients of the 2019 Houston Apartment Association Honors Awards. Compiled by

What drives your success? I would have to say the people within Greystar motivates me to want to do better. The amount of support that is always available to you is something I enjoy being a part of, and in turn, I’m able to be there for my teammates when they need me. Tell me about Greystar’s Rising Star program! What was that like? It’s a great program that Greystar has put together. It consists of several team members who excel in their positions. They go to other properties to provide assistance, whether it’s training a new team member or offering work assistance. It is a great program for me to be a part of because I love to train and mentor others, so they can grow and reach their full potential. How were you able to obtain a 98 percent on your maintenance audit? The annual maintenance audit is something that my team and I consistently prepare for year-

Angel Quiroz Maintenance Technician

MORGAN TAYLOR, HAA Staff

Photos by

round. To avoid being caught off guard by an audit, and to always meet or exceed expectations, our daily focus is to put into practice what is required of our position. What is the most important aspect of leading a team in maintenance? I try to always lead by example, set expectations, mentor and train as needed. I feel the most important aspect of leading a team in maintenance is knowing each of my team members’ strengths, as it allows me to schedule and manage each task more effectively and efficiently. What do you love the most about your job? I love interacting with residents and being able to help my peers within the company. What is the most challenging part of apartment maintenance? I would have to say the most challenging part of apartment maintenance is also probably one of the things that has kept me in this industry for so many years. This is a 24-hour industry that is forever changing, and new challenges is what I live for. The more things change, the more I want to educate myself and continue to grow.

MARK HIEBERT, Hiebert Photography

Maintenance Supervisor of the Year – Multiple Properties Francisco Hernandez, Windfern Pointe Apartments, Legends of Memorial, Pointe at Steeplechase, Crossings at Cherry and Westchase Creek Veritas Equity Management You’ve been in apartment maintenance for 13 years! How did you get your first job in the industry? I got my first job as a porter when a leasing agent from Greystar referred me to the industry. I started during Hurricane Katrina. It was very difficult, but it was a good experience because I learned a lot, and I enjoyed it because I felt like I was able to help a lot of people out. It was fulfilling to be there for people in their time of need. It was a new experience. I never worked in apartments before, but I liked it because I saw it as more than just a porter job, it was a career in the making. What has been the biggest lesson you have learned in your career so far? The biggest lesson I've learned was when I was called on to start training people. This made me feel good because at the same time that I was training them, I was learning new things, too. All

“I would have to say the most challenging part of apartment maintenance is also probably one of the things that has kept me in this industry for so many years. This is a 24-hour industry that is forever changing, and new challenges is what I live for. The more things change, the more I want to educate myself and continue to grow.” – Osrick Mitchell

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“Goals are the map that guides us to the vision we have for the future. Without goals and a vision, there's no map to lead us to where we're looking to go. If we all know where we are going with a good goal in mind and we're all in the right seat with the proper vision, we'll all make it to the place we're trying to go.” – Francisco Hernandez

while helping residents, the property management and the owners. For the first time, I felt like I was in a position to contribute in a way I never had before, and I learned that no matter how much I know and help others, I’m always learning more as well. Why was acquiring the Environmental Protection Agency and Certified Pool Operator credentials important to you? It was important to me because it was a step forward in my career, and it allowed me to provide more value to my employer and my residents. Education is an important aspect of my ability to do my job effectively, and I continually seek out opportunities to learn more and get additional credentials. You oversee the entire Veritas Equity Management portfolio – five properties total. How do you juggle overseeing all five properties? Experience and teamwork. Strong team players, leads and managers go a long way to help me do my job. Support from my teammates is vital, and without them, it would be impossible. My experience is my foundation, my team is what executes the things I have learned and the direction I am able to provide translates into real-world results. Many Veritas Equity Management apartment communities are award-winning properties. That’s a testament to your leadership! What do you consider your greatest professional success? Out of all the property awards and my own individual awards, my real prize is the experience I am able to deliver to my residents and employer. My goal was always to get maintenance technician of the year, but little did I know, I would be honored as HAA’s Forty Under 40 and HAA’s Supervisor of the Year. The awards we’ve received from the National Apartment

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Association are also great. I am very appreciative of the opportunity I have had to serve the communities I manage. Satisfied residents, management and investors is my bar to measure success on.

mine, I value the qualities embodied in the Veritas family, such as honesty, integrity, commitment, accountability and empowering your teams to make informed decisions and actions in their daily jobs and special projects.

How does goal-setting keep you and your team on top of work orders, make-readies and all other maintenance responsibilities? Goals are the map that guides us to the vision we have for the future. Without goals and a vision, there's no map to lead us to where we're looking to go. If we all know where we are going with a good goal in mind and we're all in the right seat with the proper vision, we'll all make it to the place we're trying to go.

What do you love the most about your job? Helping others. Whether it’s a resident, training a new worker or encouraging experienced workers.

You oversaw more than 5,000 work orders across all five properties, including the 1,100 work orders for Vertias’ largest property, which you completed within the first few months of ownership. How were you able to accomplish that? I have to keep pointing back to the amazing Veritas teams who pull together and get the job done. We set goals to ensure work orders and make-readies are done in a timely manner, and no matter how few or how many come in, we do what we need to ensure they're completed. We don't get to decide how many we get but we do get to decide what attitude to have. What drives your success? My family, wife and kids are not only my motivation but also my inspiration. Also, my team, who I consider my brothers and sisters, and the satisfaction of ensuring that whoever I come in contact with experiences a win-win scenario. What does it mean to be a good leader? Taking the time to get to know who you are leading, how you can support them and how you can encourage them puts you in a good situation to build a foundation of leadership. In leaders of

What do you find the most challenging aspect of your job? Dealing with people can be tough sometimes. It's a challenge that I do not always enjoy, but it is an opportunity to improve and change their minds. When residents get upset, it's never fun, but the challenge is part of the satisfaction when we are able to turn them around. What advice can you offer maintenance technicians who are looking to break into the industry or who are just starting out in the industry? Have an open mind, learn from any mistake you make and take your education seriously. Ask a lot of questions. Support your team, and understand they are there to support you, too. Make goals that are attainable, follow through with them and achieve those goals. Never stop making goals, and never stop striving to complete them. Maintenance Technician of the Year Angel Quiroz, Pointe at Steeplechase Veritas Equity Management You’ve been a maintenance technician in the multifamily industry for six years. How did you get your first job in the industry? I got my first job in the industry coming out of high school. My best friend’s mom worked in maintenance and she offered me the opportunity to work there. I loved the industry and it stuck.

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What drives your success? My main motivations are my family, girlfriend and my grandma especially, who surprised me by showing up at the HAA Honors Awards. I love having the ability to have a positive impact on the lives of our residents by providing great homes for their families. I believe there is a solution to everything that comes up on the job. Things will always get fixed if I think positive and have a smile. According to your nominator, you oversaw an average of 172 work orders per month in 2018. How do you stay on top of completing such a high volume of work orders and staying on top of the maintenance of a 1982 apartment community? By having a great team behind me that always sticks by my side no matter what. When things get hard, I know someone will be there to pick me up and vice versa. Together we work hard to accomplish the properties goals and to keep our residents happy. How were you able to manage the completion of 172 make-readies last year? Over the past few years, Iâ&#x20AC;&#x2122;ve worked hard to expand my skills and learn everything I can from my mentors. I stay motivated by doing quality work to keep our residents happy with their home. What do you consider your greatest professional success? My greatest professional success has been my progress in the industry. I started without any skills or maintenance knowledge. Now, every day, I learn new things, and I use my skills at work and outside of work. You stepped up for the assistant manager and took on a leadership role by training Pointe at Steeplechaseâ&#x20AC;&#x2122;s new maintenance technicians. Why is it important to train new hires? Helping and training new hires is so important, because when people enter this industry without experience, it can be a bit scary. I was once in those shoes, too, and I had great people who helped me out and mentored me. So, now, I get to return the favor by teaching and helping others, so that I can see them succeed in the industry because they are our future. Why is industry education important? I have my CPO, EPA and HVAC license. Those classes are so important because they keep us up to date on tools and technology that make our job easier, produce higher quality results and keep us safe.

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“Helping and training new hires is so important, because when people enter this industry without experience, it can be a bit scary. I was once in those shoes, too, and I had great people who helped me out and mentored me. So, now, I get to return the favor by teaching and helping others, so that I can see them succeed in the industry because they are our future.” – Angel Quiroz What is the biggest lesson you have learned in your six years as a maintenance technician in the apartment industry? Everyone makes mistakes and we all learn from them. Don’t be afraid to try something new, even if you don’t do it perfectly. This job teaches you something new every day, and there is always room to grow.

happy and seeing my fellow team members succeeding. We get to impact so many different people’s lives in big ways.

nology and dealing with after-hours emergencies. It seems like everything waits for it to get dark to break!

What do you love the most about your job? The thing I love the most about my job is the people I get to work with. I love my Veritas Equity Management family.

The apartment industry can be challenging, no day is the same and you are constantly juggling many tasks at once. What keeps you motivated? My main motivations are seeing our residents

What is the most challenging aspect of apartment maintenance? The most challenging aspect of apartment maintenance is staying up to date on new tech-

What advice would you give to a new maintenance technician who is just starting out? My advice to new maintenance techs is to always stay positive and never give up. Find a mentor to teach you and always be teaching others. This industry is beautiful when you learn it and get to help residents thrive in the home you provide.

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Serving The Industry Supplier of the Year Grant Crowell, CAS President of The Urban Foresters Amongst HAA members and volunteers, you are known as the tree guy. Your involvement and dedication to HAA has made The Urban Foresters a stand-out company. Tell me about your involvement with HAA, which actually began before the birth of your company. Going back even farther, Roger Camp (CEO of Camp Construction Services), a well-known name in the industry, recruited a company that was called Texas Services to join. I was hired by that company and part of my role was to get involved with HAA to represent the company. I was minimally involved. I did the things people told me to do, but I didn't really understand it as much as I did later. When I started the Urban Foresters, I took a lot more ownership of my involvement. I went all out and showed up to everything for a year straight, and I think people got the idea that I was here to stay.

Since starting your own company, how has being involved with HAA assisted with your success? The most important thing that I’ve gained from HAA is the understanding that serving is the real reason to get involved. The satisfaction of giving is the long-term takeaway. I'm coming up on about 10 years of involvement as The Urban Foresters and the takeaways for me have been lasting relationships, fun experiences, formative moments, mistake making and learning from the mistakes.

You joined HAA’s Product Service Council in 2012, made your way into an officer position in 2015 and climbed the leadership ladder to president in 2018. What was your favorite part about your presidency? The most fun I had was my first PSC meeting as president. I took the council through an exercise that was designed to increase our vulnerability as a group. In the networking scene, there's a whole lot of, in my opinion, of fluff. If you get 20 some people in a room and ask them what the hardest thing they went through as a kid was, and if they answer you honestly, you're going to get real responses. It got emotional sometimes and it certainly made people uncomfortable, but looking back almost two years ago now, I still think we're drawing dividends from it. It wasn’t something that paid off the next day, but it made people know each other better, and because you know someone a little bit better, you can work better together. Seeing people's humanity beyond their title or

Grant Crowell Supplier of the Year

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Meet the best in customer service, the Houston Apartment Association Honors Awards Supplier and Rising Supplier of the Year for 2019. Compiled by

the products they sell was my favorite thing as president. When you were the chairperson for the 2018 HAA Expo, your theme was “elevate.” What was the inspiration behind elevate? That was a similar theme to that of the exercise I did with the PSC. I wanted people to push themselves. My basic philosophy in almost everything I do is that we spend, as working people, almost all of our time at work. Because of that, if your work is not meaningful, if your work is not developing you into a better human all around, not just a better editor, a better tree guy or a better carpet salesman, if your work is not making you a better Morgan or a better Grant, you have a big problem on your hands because you don't have any other time. You can’t go to work and then on the weekends develop yourself. It has to happen at work. That was my basic idea behind elevate, to allow the expo experience to make you a better person as well as a better professional in the apartment industry. What does leadership look like, whether it be in leading the PSC or your company, what are the most important skills to have as a leader? I'm peeling that onion all the time. The three things that wrap up leadership in my mind are virtue, drawing out greatness in others and being authentic. To be a good leader, you have to be virtuous. I don't mean that in an overtly religious way. I mean being prudent and having a sense of justice – the foundational virtues that make a person a good person. I don't think you can be a lasting, good leader if you're only out for yourself. So, number one, you have to be a virtuous person to be a leader. Secondly, you have to have a desire to draw out greatness in other people. You have to want goodness for the people you lead. If you draw out other’s own talents and help them multiply their talents, that is really attractive to people. Before you can draw talents or greatness out of people, you have to – it goes back to that exercise I did with the PSC – create vulnerability and authenticity amongst the team. Part of

MORGAN TAYLOR, HAA Staff

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what that does is it creates the right chemistry to really to see and know them. Once you see and know someone, you learn their skills. Then, you can draw out greatness in them by giving them things to do that will make them feel validated and useful. They’ll feel like they’re contributing. Oftentimes, if someone is doing something they don’t have a talent for, it can be really difficult and they could have the opposite experience. Thirdly, be authentic. You can only be authentic if you actually know who you are – I call that humility, knowing yourself and the truth about yourself.

MARK HIEBERT, Hiebert Photography

when young, new suppliers want a mentor, they’ll pick someone like Tony Whitaker (president and CEO of FSI Construction), an owner of a nationwide business. Find someone who's about 18 months ahead of you, a year and a half to two years ahead. Ask them for a phone call and be reasonable. You don’t need to take them and their family out to dinner, take baby steps. If you find someone who will give you advice on how to get involved, take one or two things and crush them. Don't take all seven pieces of advice and do all of them at 20 percent. Give one thing your all, be all over it, and then move onto something new and give that your 100 percent effort, too. Don't spread yourself too thin.

“To be a good leader, you have to be virtuous. I don't mean that in an overtly religious way. I mean being prudent and having a sense of justice – the foundational virtues that make a person a good person. I don't think you can be a lasting, good leader if you're only out for yourself. So, number one, you have to be a virtuous person to be a leader.” – Grant Crowell What advice can you give young, new suppliers wanting to gain success in HAA? I'll restate that humility piece. You won’t know how to take the next step if you don't know who you are. You really need quiet downtime to think, and there's very little room for downtime and thinking in our culture. When you're waiting for your friend at the restaurant, what do you do? You pick up your phone and you stare at it, right? It’s an epidemic. I would tell anyone who wants to be successful at anything to give yourself 30 minutes a day of quiet time and protect it very dearly. Spend that time to think about who you are and where you're going. That's advice for any human, regardless of your job title. Tactically, if you want to get involved, it's about grabbing someone by the shoulder who is the appropriate distance ahead of you. Many times,

Going back to what I've already said, practice virtue. Think about where you’re having trouble. If you are having trouble being punctual, for example, take six months to fix it all the way so that in six months you’ll never be late again. Then move onto another area you have trouble with. Applying a laser focus on one thing at a time will help your whole life. The textbook industry advice is out there already. There's a very clear formula for involvement and mentorship, but I'm far more interested in creating better people. If you're a virtuous person who has a good head on their shoulders, you're going to be better at whatever you’re involved with, whether it be HAA or the Food Bank, because you're working on your human characteristics.

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Rising Star Supplier of the Year Blaise Spitaleri, CAS Rasa Floors Spitaleri is now working as a business development manager for Gemstar Construction. Where did your motivation to volunteer for HAA stem from? When I moved to Houston, my intentions were to get involved with HAA, but I needed to learn the Houston market first. After a year of getting my feet wet, I worked my way into getting involved. Luckily, David Lindley (FSI Construction) and Kristin McLaughlin (Mohawk Industries) motivated me to get involved with HAA and pushed me in the right direction. You won this award because of your great enthusiasm volunteering your time and energy to HAA in a short amount of time. Where did this enthusiasm derive from? We each have 24 hours in a day, but it’s how you use those 24 hours that is what separates you from everybody else. Your involvement with the HAA Expo won you the Rookie of the Year award. What went into being recognized as the rookie of the year? The only thing we have in this world is our word, really. Your word defines who you are. Anybody can say whatever they want. We all have the ability to speak words. How you back up those words is what counts. Tell me about your experience in Leadership Lyceum. What did you gain from it? Leadership Lyceum gets you involved

“You get in when you put out. You have to look at the world in a positive light because things happen for a reason. If you want, you can choose to focus on the negative stuff, but I choose to be grateful for the things that I have. If you want to work to be better, you have to put that intention into the world. If you want to be the best version of yourself, live in the present – be the best version of yourself right now. You will continuously improve yourself.” – Blaise Spitale in the different areas of HAA. It taught me the ins and outs of the association, especially the government affairs side. I learned the concept of HAAPAC by going to the luncheons, but I learned the blueprint of the HAAPAC by being part of Leadership Lyceum. We met some of the City of Houston councilmembers and we went to the Capitol. It was really interesting.

You’ve been on the Product Service Council since 2018. What has your experience been like and what have you learned? It's been awesome. When I came out here to Houston, I didn’t know anybody. I had to carve out my own niche. To be accepted by this group and to be surrounded by the leaders of HAA was very rewarding. In being part of the PSC, I’ve learned the logistics of events like the expo and Chili Fest and how much work goes into making these events come to fruition. It's pretty amazing. Joshua Evans, a corporate speaker, who you recruited to speak at a June Supplier Education Program, told a hilarious story that showed the kind of person you are. To summarize, you two had a scheduled meeting to discuss him speaking at HAA, but your car caught on fire with your children inside. You managed to pull your children out of the flaming car into safety and call this man to calmly tell him you would have / See Suppliers, Page 46

Blaise Spitaleri Rising Star Supplier of the Year

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Suppliers, continued from Page 44 to reschedule. Ironically, the program he led was titled “Relationship Building.” Why is it important to have a good attitude? You get in when you put out. You have to look at the world in a positive light because things happen for a reason. If you want, you can choose to focus on the negative stuff, but I choose to be grateful for the things that I have. If you want to work to be better, you have to put that intention into the world. If you want to be the best version of yourself, live in the present – be the best version of yourself right now. You will continuously improve yourself. As Evans pointed out in the beginning of the program, that story also show strength in relationship building. Why is relationship building important in a supplier partner’s career? I'm going to go back to what I said earlier. If you say you're going to do something, do it. I attribute that mindset to my father, who has been a flooring installer his entire life, as my grandfather was, too. Our family owned a flooring business. I was nine years old when I started working for the family business; I grew up in this industry. Coming from a Sicilian family from New York, my father always preached about being transparent and honest in business. He would say, if you say you're going to do something, do it, don't ever put it off, don't ever put your responsibilities onto somebody else, you do it if you say you're going to do it – that's what's going to build your character. It’s what has helped me tremendously in my career. How has dependability helped you be successful in HAA and your career? I enjoy being someone people can lean on and count. Being a dependable leader is something I value and want to continue to work towards. / See Suppliers, Page 55

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Addressing Trespassing in Harris County 48

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The mental health diversion program in Harris County has a new strategy to confine trespassing. By

respassing is an issue most apartment managers have to deal with at some point. Your residents rely on you to keep the premises safe and clean. Due to recent federalcourt mandated changes made on misdemeanor bail rules in Harris County, people charged with criminal trespass (and other low-level nonviolent offenses) are now routinely released from jail on bond after being confined for only a few hours. Studies show that arresting and charging these individuals with trespassing over and over again does very little to solve the problem. Law enforcement groups across the county have come together to give you another tool to help you keep your community protected. In September 2018, Houston-area police began transporting mentally ill trespassers to the Judge Ed Emmett Mental Health Diversion Center instead of taking them to jail and charging them with a crime. The diversion center is a safe, therapeutic care facility where people who have committed a low-level nonviolent crime due to mental illness can be assessed, receive short-term psychiatric services and long-term case management. It is a bridge to housing, mental health and substance abuse treatment, legal assistance and more. State, county, and city leaders began the Harris County Mental Health and Jail Diversion Program because it was the right thing to do, as well as the smart thing to do. The total cost to jail 2,400 mentally ill trespassers per year was approximately $9 million, and it did nothing to solve the underlying problems causing the behavior. The jail was simply a temporary revolving door measure rather than a real solution. This program saves county resources and prioritizes community safety. The mental health diversion program is only considered if there is no reason to be concerned about community safety. Diverted people are trans-

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JEFF MATOVICH and ELIZABETH EAKIN, Harris County District Attorney’s Office

ported away from your location and taken to the diversion center, where they are connected to services. By focusing on addressing the underlying issues, this program seeks to solve the problem, rather than just dealing with it. When people need mental health treatment and are appropriate for the program are encountered, they are sent to the diversion center where law enforcement connects them to health care and support from The Harris Center for Mental Health and IDD. Since September, police have diverted over 1,000 mentally ill trespassers from the jail to the diversion center. While the clinicians engage these people at the diversion center, they address the underlying problems and keep the divertees in treatment, so they don’t go back to you. The average length of stay at the center is 65 hours. The longest stay so far has been 22 days. If it reaches that length of stay, the individual oftentimes is sent to a wraparound program that may require inpatient treatment for weeks or even months. The Harris County Mental Health and Jail Diversion Program has successfully reduced the number of mentally ill people languishing in our county jail for low-level nuisance offenses, but trespassing is not the only crime frequently associated with mental illness and homelessness. An additional 2,650 mentally ill people were arrested in 2018 for other low-level, non-violent misdemeanor offenses. Accordingly, beginning in May 2019, Houston’s district attorney and law enforcement partners expanded the offenses eligible for diversion, potentially doubling the number of Harris County residents who can receive the treatment they need instead of cycling in and out of our jail at great cost to tax-payers. As of the end of May 2019, there have been over 1,300 individuals sent to the diversion center. Violent offenses or cases where there is a concern for communi-

ty safety are still not eligible for diversion. The safety of our community remains the number one priority for law enforcement. Police and prosecutors will continue to consider all circumstances to determine whether someone is a threat to public safety or whether diversion to mental health treatment is the proper response to the offending behavior. The Judge Ed Emmett Mental Health Diversion Center is an innovative approach to a timeless problem. Connecting nonviolent mentally ill people with social services stands a better chance at addressing the underlying issues, rather than continuing to cycle them in and out of jail. When jail is the right solution, it is still there. For other cases though, our community now has another tool to use when appropriate. Property owners and managers don’t have to do anything different to address trespassing on their property. You may still call the police as you would before, and the police will take it from there. Elizabeth Eakin is an assistant district attorney and director of special projects at the Harris County District Attorney’s Office. She previously worked in public health administration at University of Texas Health Science Center – Houston. Jeff Matovich is an assistant district attorney in the mental health division of the Harris County District Attorney’s Office. He represents the state of Texas in all specialty mental health courts in Harris County. He has worked as a Texas prosecutor since 2005, and joined the Harris County District Attorney’s Office in 2015.

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Back-to-School Season

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Eight tips for apartment communities to make the best of back to school. By

or most people in Houston, September conjures images of Friday night lights, (less) hot weather and students and teachers going back to school. Students can feel drastically different from one another about going back to school. Some might be excited to be back in the classroom and reunited with their fellow classmates. Others, though, may face anxiety over the challenges of the new school year â&#x20AC;&#x201C; fitting in with classmates, getting familiar with a new campus or making the leap to middle or high school. Property managers may be surprised to know that apartment communities can play a significant role in mitigating back-to-school concerns of their youngest residents. Historically, most families settle into their living arrangements by early fall. As September is not peak moving season, which typically falls April through August, property managers should have more availability to focus on how to best serve their residents. September is a great time to show appreciation for children by fostering a family-first environment in multifamily communities. Here are eight fun ideas that multifamily communities can consider for making the best of back to school: Throw a back-to-school party Just because some students might be dreading going back to school, doesnâ&#x20AC;&#x2122;t mean they canâ&#x20AC;&#x2122;t have some fun in the last days of summer break. Invite residents to a back-toschool party with games geared towards children. Spending a few dollars on decorations, light snacks and easy to play games can go a long way in creating invaluable memories for many families. Back-to-school parties in multifamily communities also provide a safe venue for kids looking to make new friendships with others.

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CAROLINE KANE, CKR Property Management

Hold a school supply drive School supplies can be costly for many families. Encourage residents and staff to donate basic school supplies, like pencils, folders and notebooks for students in need. Create a student study room Once students get home from a long day at school, the distractions from homework are endless. Many apartment communities already have a designated workspace near the leasing office with computers. Why not designate a workspace for students to concentrate on homework? Look to add smaller desks and other supplies to encourage positive study habits. Encourage bus stop safety Most multifamily communities have a nearby school bus stop. Consider adding signage that alerts cars exiting and entering the property to be cautious of students going to and coming home from school. Additionally, adding shelter at the bus stop is a nice touch to keep students out of weather elements when waiting for their bus. Provide a light meal in the morning For the first few days of the school year, or perhaps weekly, offer a light snack for students waiting for the bus. This can be something as simple as fruit or granola bars. A little boost of nutrition in the morning can go a long way. Encourage good grades Create an award program that encourages children to get good grades. Have small prizes for the students who get high grades either quarterly or every semester. This can be taken one step further by highlighting outstanding school performances to the whole community in a newsletter or e-newsletter, with parent permission, of course.

Create a free community book exchange Free community book exchanges offer residents the opportunity to donate and take books. Having a book exchange on the property will encourage literacy, not only with children, but all residents, as any book can be placed in a library. This is a great way to build community among residents. Curate social media encouragement Most kids are on one form of social media or another, especially Instagram and Twitter, so be sure to have a social media presence. Look to find ways to post encouraging messages. Creating social media graphics can be easy for anyone thanks to websites like www.canva.com. Returning to school is not only a stressful time for students but it also can be a stressful time for parents. They have to get their kids on a normal school and sleep schedule by going to bed and waking up earlier. They need to make sure their kids have the right school supplies, and in some cases, meet their new teachers at the start of the school year. Property managers can help alleviate some of that stress by showing compassion and by investing in the success of their youngest residents. Families want to feel as much at home as they can when living at an apartment community. Taking advantage of seasonal opportunities like back to school will help residents feel that sense of hominess and community that many long for. Caroline Kane is the CEO of CKR Property Management, a Houston-based firm offering unmatched property management solutions since 2012. Learn more by visiting www.ckrmanagement.com.

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Toilet Rebate Programs:Harmful or Helpful? What you need to know before you agree to a toilet replacement program. By

n the multifamily industry, going green has gained popularity over the years, for good reason. Installing low flow watersaving devices can decrease a multifamily property’s consumption of water, and it provides an element of consistency via upgraded water fixture equipment on your apartment community. Sometimes, though, certain low flow water-saving devices can do more harm than good. For the sake of this article, let’s specifically consider toilet replacement programs. For those of you who are not familiar, conservation programs exist, which basically involves the ripping out of all toilets that would currently be installed on your apartment property and replacing them with (hopefully) new, lower gpf (gallons per flush) toilets. These programs are great and can bring tremendous value to the property they’re implemented on, if they’re done correctly. Rebate programs across the United Sates incentivize apartment communities to sign up with the installation of new toilets to promote lower water consumption. You can find a whole bunch of those kinds of programs here. Point is, multifamily communities can qualify for programs that will provide free toilets if their label deems them more water efficient than those that would currently be installed onsite. Herein lies the problem. These programs do not take into account a couple very key

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CAROLINE FERGUSON, Southwest Utility Solutions

factors when deciding whether or not you meet the guidelines to be approved for the free toilets. Those factors being: 1. Apartment product type, such as garden-style, high-rise and etc. 2. What is your community’s surrounding natural environment? (Is your property located in the city? Or is your property located in a country or rural area?) Now let’s break down why these two questions are important. 1. Apartment product type, such as garden-style, high-rise and etc. This is important for a very specific reason: gravity. Depending on the structure of your apartment community, the efficiency of those free toilets is going to vary. Let’s take at an example of two different communities, a high-rise and a garden-style apartment property. One community has gravity helping it out, the other not so much. Our friend gravity matters because without the additional help, the toilets inside your units are going to be one hundred percent relying on themselves to be able to create enough pressure inside the tanks to push waste through your sewer lines. This is important because what makes a low gpf toilet water efficient is its minimal water usage. Minimal water usage means the pressure inside of the toilet tank comes from somewhere else. Unless pressure is created with a

device located inside the tank, it’s not going to exist. Historically, pressure is created by excess water in the tank that forces the stopper to shut when a flush is complete. The Niagra Stealth 0.8 gpf toilet creates a great amount of artificial pressure in its tank without an excessive amount of water. So, here’s the problem with rebate programs as it relates to your property type. Rebate programs aren’t doing an in-depth site survey and analysis to figure out if the toilets they’re handing out are going to actually work on your property. If your product is a 1980, garden-style apartment community in Houston, and you rip out all of your old toilets and install free, new ones with baby tanks that do not have an efficient pressurecreating device inside, you’re about to step into a mess of sewage backups, clogged pipes and toilet backups, oh my! 2. What is your community’s surrounding natural environment? This explanation is a bit shorter, as it piggybacks off of the first. If your apartment community is situated in a hilly environment, gravity is going to play to your advantage more so than if your apartment community is located in the middle of a flat plain. A garden-style property in a hilly location probably have a higher success rate with a toilet rebate program versus a gardenstyle property located in a flat place like September 2019

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Houston. It’s important to note that your standard toilet replacement programs, done with appropriate toilets fitted for your community, normally have fantastic results regardless of location. The problem with the success rate of toilet-rebate programs is that most of the time, the free toilets aren’t appropriate for your community and will end up costing you more money in downstream repairs and maintenance. Take into account here what kind of property you’re installing these toilets on. Be thoughtful with the demographic that lives in your community. Keep in mind that if you’ve got a community with a bunch of kids, the wear and tear on your installed equipment is going to be a bit greater. On the flip side, if you’re installing in a senior community, the wear and tear may not be as great. The point is, free stuff is great but make sure the free stuff you’re getting is helping your property and not causing damage. There are plenty of toilets out there that are considered upgrades for properties even if their natural environment isn’t helping create the appropriate amount of pressure in the tank. Sacrificing the efficiency of your community for free porcelain isn’t worth it if the porcelain isn’t the right fit for your community. Be aware of your property’s needs! Caroline Ferguson is the director of growth for Southwest Utility Solutions. Ferguson can guarantee she will help you find the perfect Water Conservation and Billing solution for your apartment community. She can be reached at cferguson@swutilitysolutions.com. Ferguson is also the owner of Grateful and Company, an organization that raises funds for suicide prevention initiatives on college campuses. With September being National Suicide Prevention Month, participate in the fight by purchasing a product from Grateful and Company. A portion of each purchase is donated to improve the accessibility of mental health resources to college students.

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“Because this industry relies on relationships, there is a collective effort to support one another. Out of all the markets and the different associations I’ve worked in, the one consistent element that radiates is community. At the Honors Awards or the Installation Gala, everyone comes together, because at the end of the day we're all here to serve for a higher purpose. It’s taught me to respect everybody. ” – Blaise Spitaleri Suppliers, continued from Page 46 What do you love about being a supplier partner that supports the multifamily industry? The sense of community. Because this industry relies on relationships, there is a collective effort to support one another. Out of all the markets and the different associations I’ve worked in, the one consistent element that radiates is community. At the Honors Awards or the Installation Gala, everyone comes together, because at the end of the day we're all here to serve for a higher purpose. It’s taught me to respect everybody.

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What motivates you about this industry? Not knowing what tomorrow could bring, not knowing the future. I'll never claim to ever know it, either. What keeps me motivated is living in the present. Last, but not least, congratulations on your new position with Gemstar Construction! Are you excited about the new adventure? I’ll always bleed Rasa red. I’ve spent most of my career with Rasa Floors and they were very encouraging about my involvement about HAA.

I’m grateful for the experiences Rasa gave me, and I’m excited for this new chapter in my life with Gemstar Construction doing sales and business development. I’ll be focusing on building relationships for all of our teams in Houston and beyond. Want to see more about the HAA Honors Awards. Visit www.haaonline.org for photos from the event and for more honorees, see https://issuu.com/haa_abode/docs/abode_a ug2019

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On the Scene with the HAA Expo Committee Expo Committee Appreciation Party Friday, July 12 at The Tasting Room The 2019 HAA Education Conference & Expo Exhibitor Chair Laura Lestus and the top producing members of the committee enjoyed an afternoon of fine food in appreciation of their hard work. Congratulations to our top producers: 1 Best Team “Team Radiators,” 2 the top individual producers – first place Joey Rodriguez and tied for second place Deborah DeRouen and Candis Mohr and 3 Rookie of the Year Shaun Callaway.

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On the Scene with ACES ACES Luncheon Sponsored by 1 Prime Texas Metal Roof and Texscape Services Thursday, July 11 at Houston Stampede Event Center The Apartment Community Executives & Supervisors Manager Appreciation Luncheon featured “Keeping Your Team in Tune” with presenter and musician Patrick Henry.

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. 58

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On Site with ABODE

Photos provided by Sierra at Fall Creek

SIERRA at FALL CREEK Honors Awards Property of the Year for an apartment community with more than 300 apartment homes built between 2000 and 2009.

Property: Sierra at Fall Creek Owner/Management: Asset Living Location: 14951 Bellows Falls Lane in Humble Units: 252 Built: 2004 Web: www.sierraatfallcreek.com Interesting features: Sierra at Fall Creek strives to personalize the resident experience. The staff celebrates residents’ birthdays by giving each resident a gift on their special day, and every new resident is welcomed with an individual move-in gift. The staff also holds fundraisers, food drives and toy drives throughout the year to give back to those in need, including their own residents. Among fundraising for the United Nations Children’s Fund, Sierra at Fall Creek holds a fundraiser for its residents who are in need of scholarship money, which has been as much as $5,000. Sierra at Fall Creek was renovated when Asset Living took over the management in 2014. Finally, the property was upgraded to feel like a Class A, new development apartment community. Since then, the staff has maintained the community with continuous care and attention. Together, the office and maintenance staff create a sense of community and luxury living for their residents. Last year, the property’s physical occupancy was 95%, the average renewal rate increased and rent rose by 83 percent.

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On Site with ABODE

Photos provided by Montelago Apartments

MONTELAGO

Honors Awards Property of the Year for an apartment community with more than 300 apartment homes built between 2000 and 2009.

Property: Montelago Owner/Management: Duck Pond Realty and Greystar Location: 11881 Gulf Pointe Drive Units: 312 Built: 2004 Web: www.montelagoapts.com Interesting features: Montelago Apartments flooded in the wake of Hurricane Harvey, inundating 24 apartment homes, 88 garages and 44 storage units. The rebuild process took longer than anticipated, but when the project was completed almost exactly a year later, the leasing team did an outstanding job filling all 24 vacancies within 30 days of delivery. The leasing team’s hard work resulted a physical occupancy rate of 94% for 2018. The apartment property’s average renewal rate increased by 12% and its overall rent increased by 3%, too. Last year, Montelago’s maintenance team completed 2,157 service requests and 152 make-readies. The leasing staff renewed 59% of its leases and achieved a 13% rent increase on renovated apartment homes. The entire staff contributed to a reputation score increase of 10%. Before Hurricane Harvey, Montelago underwent a full exterior renovation and the apartment community’s roof was replaced. In 2017, the clubhouse also underwent a complete renovation. Congratulations, Montelago Apartments! www.haaonline.org

September 2019

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On Site with ABODE

Photos provided by Ravella at Eastpoint

RAVELLA at EASTPOINT Honors Awards Property of the Year for a garden-style apartment community with 150 to 300 units built between 2010 and 2017.

Property: Ravella at Eastpoint Owner/Management: The Morgan Group Location: 7447 Eastpoint Blvd., Baytown Units: 283 Built: 2016 Web: www.ravellaateastpoint.com Interesting features: Ravella at Easpoint has set a new standard of apartment living in Baytown. This rather young apartment community offers upscale, modern features and features, such as a tech-forward fitness center, a business center with Apple products, a private poker room, a game lounge with wall-to-wall TVs, an outdoor lounge with flat screen TVs and a fireplace, outdoor kitchens and a pool. Cool, warm tones and the features found inside apartment homes make this community feel like single-family living. Ravella at Eastpoint is dedicated to operating in a way that is environmentally friendly. All forms and leases are handled electronically to reduce paper usage and waste, low thermal emissivity windows can be found in the apartment homes, all A/C systems are energy-efficient and the community offers door-to-door recycling. Dedicated to community service, this apartment community participates in the Houston Apartment Association’s food drive each year and sponsors community programs, such as public safety-focused programs and Future Farmers of America programs education offerings. Congratulations, Ravella at Eastpoint!

ABODE

September 2019

www.haaonline.org

I wasn’t expecting it at all surprised that they nomina said, laughing. “ I’ve been w business for 15 years. I nev anything. For me, if I get m or get it right, I’m satisfied don’t need recognition. As resident and my managem owner are happy, I’m happ good experience, though, f way. I didn’t know that som watching!”

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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.

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The Go-Getters HAA’s MEMBERSHIP RECRUITERS

CELEBRATING MEMBERSHIP Recruit for HAA and become part of the Go-Getter Club.

Join our Quarterly Meetings! Be the top recruiter for each quarter and win one of four fabulous prizes! 1st Quarter: 2-nights at the Hotel San Luis 2nd Quarter: Portal Package from Facebook 3rd Quarter: Ring Doorbell 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/gogetters 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

Mark your calendars! Recruit all year long! Go-Getter meetings are quarterly. Don’t miss the next two meetings: September 25 December 4 at Cadillac Bar & Grill 1802 Shepherd Drive, 77007

Visit www.haaonline.org/gogetters for details

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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A Real Go-Getter Meet the 2019 Houston Apartment Association Go-Getter of the Year Terri Clifton, Better World Properties. Compiled by

Tell me how you got involved with the Houston Apartment Association. Was it after you founded Better World Properties? I learned to enjoy involvement with HAA about 25 years ago, when I was working with Gene Blevins and Pat Tollett. They have always been very committed to the association, and they encouraged and supported participation by everyone. When did you become a Go-Getter and start recruiting for HAA? I recruited my first member in 1994. I was managing The Vanderbilt and got invited to a GoGetter meeting. I was reluctant at first because I was supposed to bring a new member. Then, I got scared – I realized I was going to have to ask for money, and I was going to have to sell something other than apartments. I finally got the courage after stumbling through the reasons why they should join and remembering I have sold a few cars in my day. My landscaper was happy to join right away. I’ve been recruiting for HAA ever since. How have you been able to recruit 94 new members? What is your strategy? I make HAA a part of every conversation I have with a supplier partner. If they are already a member, I thank them for their support, and it give me the confidence that they understand our business. I assume they would want to protect their reputation within our industry and are likely to do a good job for me. If they are not a member, I explain how membership will connect them with hundreds of more prospective clients like me. They get so excited about new business opportunities that they sign up immediately. I have a special email ready to go with membership benefits and an application with my name already printed on it. Plus, when I help them, my deal gets better. Winning the Texas Apartment Association GoGetter of the Year award and the HAA Go-Getter of the Year award says a lot about your success

www.haaonline.org

MORGAN TAYLOR, HAA Staff

Photos by

and commitment to recruiting new members. Where does this drive and motivation to recruit for HAA and TAA come from? I love the blue blazer I earned years ago that allows me to show off my award patches, but I really, really want a red one, which is my favorite color. Only six more members to go! Early in my career, being a Go-Getter helped me earn recognition and respect from my peers. I’ve always worked hard but I’ve also always wanted more. I love the feeling of accomplishment every time I get a new member. Today, I’m fortunate to be able to give back. Recruiting new members helps us build a robust organization, and it ensures we have the resources to continue all the great work and benefits our associations provides.

MARK HIEBERT, Hiebert Photography

How has volunteering as a Go-Getter affected your day-to-day in business and your career? How cool is it to have a trophy case in the lobby of my corporate office with accomplishment reminders? Every person on our corporate team walks by the Go-Getter trophies every day and is reminded we are on a winning team. We live the multifamily business and love it. HAA and GoGetters are an integral part of everything we do; they give us the knowledge, ideas and strength to make the world better. What do you love about recruiting new members? I love the thrill of the kill, and knowing my red jacket is always one day closer to arriving. Just kidding – it’s the friendships and the jacket!

You and your team, the Better Getters, have worked so hard to shepherd new members into HAA. How do you motivate your team to recruit? That’s easy. I engage. I think my passion and belief in the association attracts great team members who want to win. I just offer a little nudge and a bit of extra help. I’m always happy to write an email, make a call or explain to a prospective member that they have to join. My team is equally motivated. Besides, being a Better Getter is fun. Finding new members is just another way to compete, cooperate and crush it. Your competitive nature has landed you these two prestigious awards. Can you say that same trait has brought you success in your career and with Better World Properties? Absolutely. My dream has always been to arrive. I learned a long time ago I never have to wait on anyone, hope for the best or whine about my situation. What I do have to do is treat people well, be fair but firm and get to work. If you do this well enough, long enough and take a few chances along the way, you will arrive exactly where you want to be.

September 2019

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Welcome Mat

Introducing HAA’s NEW MEMBERS

OWNERS Bomasada Group Inc John C. Gilbert 8980 Lakes at 610 Drive #200 713-668-6886 For A Place To Live LLC Jamil Hasan 27402 Hurston Glen Lane Katy, TX 77494 832-617-0020 For A Place To Live - Homes Friedman Management Company Amy Young 26711 Northwestern Highway #150 Southfield, MI 48033 248-848-5126 Arlington Place Forest View JCS Asset Management LLC Casey Springer 3505 Oak Landing Conroe, TX 77304 936-203-2859 Bentley Manor Apartments Merge Management Amy Farmer 270 N. Denton Tap Road #100 Coppell, TX 75019 972-462-0111 Palms at Baytown Texas Angleton Ranch Loop Crossing Apartments NSSR Realty LLC Sun Go P.O. Box 691323 Houston, TX 77269 832-408-0386 La Hacienda Apartments Madison Duplex OMG Properties LLC Karen Little 217 E. Main League City, TX 77573 281-280-8708

SUPPLIERS

3 Men Movers Melissa Milner 2805 Sands Point Drive Houston, TX 77074 713-909-7896 Movers, Storage

CheckpointID Nancy Payne 651 Waratah Ave. New Braunfels, TX 78132 210-602-8618 Leasing Services, Identity Verification Cougar USA David Rawls 14824 Tomball Parkway Houston, TX 77086 832-912-7500 Manufacturers Agents & Representatives, Plumbing Equip & Supplies, Water Consultants, Water Filtration & Purification Equipment, Water Heaters & Boilers Referred by Melissa Friend Dean & Draper Insurance Agency Beau Budde 3131 W. Alabama #150 Houston, TX 77098 713-586-4324 Insurance, Insurance Consultants Hurtado Roofing & Construction Andres Hurtado 5805 Bellaire Blvd. #A Houston, TX 77081 713-884-6252 General Contractors, Roofing Contractors Referred by Suan Tinsley Hy.ly Inc Robert Lee 43745 Welty Court Ashburn, VA 20147 516-495-9462 Marketing Products Referred by Crystal Jackson, CAM,CAPS JALE | CREATIVE Jacqueline Levine 1907 Sabine St. #132 Houston, TX 77007 713-263-4666 Advertising - Outdoor, Advertising Agencies Kaycan Building Products Sharie Burch 615 N. Shepherd Drive #420 Houston, TX 77007 713-880-2375 Siding Materials, Gutters & Downspouts

ALL SUPPLIER MEMBERS are listed online at haabuyersguide.com, searchable by product/service category or company name. 66

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September 2019

Multifamily Utility Company Maria Robertson 3715 Riviera Drive San Diego, CA 92109 512-963-0971 Utility Management, Submetering - Utilities Opiniion Clay Jacobson 387 S. 520 W. #100 Lindon, UT 84042 804-882-4963 Marketing Consultants & Services, Computers - Software & Service Securitas Security Services Inc Justin Brinkman 20465 State Highway 249 #400 Houston, TX 77070 972-322-4174 Security Control Equipment/Systems, Security Guard/Patrol Service Surface Experts League City Ron Willis 2951 Marina Bay Drive #130-348 League City, TX 77573 832-270-2323 Resurfacing, Make Ready

Vendco Vending Gadi Pour P.O. Box 31058 Houston, TX 77231 713-839-5336 Vending Machines, Beverages - Equipment & Supply Wilwood Cabinetry DBA GoBravura Vincent Pan 14200 Hollister St. #200 Houston, TX 77066 443-835-6812 Cabinets, Doors & Door Products Wolf Renovations LLC Salvador Carolla 4700 N. Josey #4511 Carrollton, TX 75010 972-693-1087 General Contractors, Remodeling & RepairBuilding Contractors Referred by Liz Macias YottaReal Glenn Swan 4422 Cypress Creek Parkway Houston, TX 77068 281-453-8630 Computers - Software & Service, ComputersSoftware Property Mgmt 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!”

www.haaonline.org

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The Ambassador ONE Society HAA’s WELCOMING COMMITTEE