ABODE September 2020 by HAA Publishing

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ABODE THE HOUSTON APARTMENT ASSOCIATION MAGAZINE

www.haaonline.org

September 2020

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CONTENTS September 2020

ON THE COVER 44 #APTeamsDay – Designated by the National Apartment Association, August 12 was Apartment Onsite Teams Day. To show our gratitude and appreciation, the Houston Apartment Association joined NAA in thanking Houston-area onsite teams for going above and beyond in serving Houstonians who call apartments home. We thank you, onsite teams, for providing safe apartment homes, for constantly pivoting with each new protocol, for risking your own health and that of your families to care for your residents and everything else you do on a daily basis. Thank you to everyone who joined us in celebrating Apartment Onsite Teams Day. See Page 58. Cover photos provided by HAA members, see Page 58 for a list of photographers.

FEATURES & PHOTOS 30 60 Years – Learn about the history of the Houston Apartment Foundation education and its dedication to NAA credentials. 36 Maintaining Resiliency During COVID-19 – Learn how to manage heightened stress and anxiety while managing your property. 40 Boost Mental Health During the Pandemic – These five tips will turn vulnerability into resiliency. 44 QR Codes: A Powerful Remote Leasing Tool – The multifamily industry should utilize QR codes like many other industries have to manage a contactless and remote resident experience. 48 Preventative Plumbing – When work orders are piling up, maintain your plumbing with these tips. 52 Managing Physical Keys While Social Distancing – Adapting your key control procedures while maintaining social distance. 54 DIY A/C Issues – Here are some ways you and your resident can work together to resolve their air conditioning maintenance requests without entering the unit. 58 Apartment Onsite Teams Day – HAA members visited about 400 apartment communities on August 12 for #APTeamsDay to say thank you for all that onsite teams do every day to provide safe homes to Houston-area apartment residents. 66 Go-Getters – Recruit for HAA and become part of the Go-Getter Club.

COLUMNS & MONTHLY UPDATES 7 Letter from the President – A second rent relief package from the City of Houston. 8 Patron of the Month – Meet and support AAA Plumbers. 9 Legislative Update – A look at what HAA members have done to help residents amid the pandemic. 11 It’s The Law – How contact tracing could be beneficial to the apartment industry. 14 Resident Relations – A resident falsifies his application form but still receives a refund on his deposit. 16 RCR Update – How virtual, online leasing have impacted fraud risk. 20 Calendar – HAA’s schedule of events for the next coming months. 26 NAA Industry Update – NMHC’s Rent Payment Tracker found 86.9% of apartment households made a full or partial rent payment by Aug. 13 in its survey of 11.4 million units of professionally managed apartment units across the country. 28 Domestic Violence Resources – Residents face rising risk of domestic violence during stay at home orders. 64 Welcome Mat – Meet the newest HAA members. 68 The Ambassador ONE Society – HAA’s welcome wagon shares what they’ve learned from COVID-19. 70 Portfolio Changes and In the News – Industry news clips from our members. 74 Index of Advertisers – See the supplier members who support this publication. 75 MarketLine – The latest area market numbers. 76 BackPage – News from around the community.

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

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September 2020

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OFFICERS AND ASSOCIATION LEADERSHIP PRODUCT SERVICE COUNCIL OFFICERS JOHN BORIACK President-Elect CLAY HICKS President

TINA CAVACO Vice President at Large

LAURA LESTUS, CAS President The Liberty Group

SCOTT DOUGLAS Vice President at Large

DAVID LINDLEY, CAS Vice President, FSI Construction

STEPHANIE GRAVES Vice President at Large

DEREK DEVRIES, CAS Secretary, Camp Construction Services

SHELLEY WATSON Vice President at Large

CANDIS MOHR, CAS Treasurer, AAA Plumbers

CHRISTY RODRIGUEZ Secretary/Treasurer

HOWARD BOOKSTAFF General Counsel

JACOB KUNATH, CAS Immediate Past President, Century A/C Supply

JEFF HALL Executive VP

BOARD OF DIRECTORS Clay Hicks President Starla Turnbo Immediate Past President Mack Armstrong Jeff Blevins, CAS Jill Bounds, CAM Michelle Bridges, CAS Kyle Brown Joseph Bryson, CAM, IROP John Boriack Tina Cavaco Terri Clifton Michelle Croasmun Derek DeVries, CAS Ian Douglas Scott Douglas Gina Erwin Tamara Foster Israel Garza, CAS Diane Gilbert Monica Gracia Stephanie Graves Ira Gross, CAPS Bryan Head, CAM Melissa Herrera Deborah Holcombe Crystal Jackson, CAM, CAPS Debbie Kelm Jacob Kunath, CAS Barby Lake Laura Lestus, CAS David Lindley, CAS Robert Lopes, NALP, CAM, CAPS Sonia Lopez, CAM, CAPS Betsy Marshall, CAM, CAPS Kristin McLaughlin, CASE Candis Mohr, CAS Carlos Neto Dean O’Kelley, CAS Jenifer Paneral Mark Park, CAS Velissa Parmer Michelle Pawelek Loyal Proffitt Jackie Rhone Christy Rodriguez Kelly Scott Kurt Seidel Kelley Suess Debbie Sulzer

Dana Tucker Shelley Watson Quintina Willis, CAM Tracie Yoder, CAPS DIRECTORS EMERITUS Josh Allen Ken Bohan Gary Blumberg Kathy Clem Jack Dinerstein Jenard Gross Darlene Guidry David Hargrove Alison Hall Larry Hill Stacy Hunt Hap Hunnicutt David Jones Mel Kieke 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 Billy Griffin Manu Gupta Cesar Lima Mary Lawler Patrick Magnuson Bruce McClenny Angelee Kumar Parikh Nikki Sekunda Penny Sprang Theri Tinelli Tony Whitaker GENERAL COUNSEL EMERITUS Joe Bax

HONORARY LIFE MEMBERS Claude Arnold Kenn Brown Tina Cavaco Terri Clifton 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 PATRON MEMBERS 1961 CSC ServiceWorks 1978 Houston Planned Energy Systems 1979 RentPath 1982 Cotton Commercial USA Inc. 1984 AAA Plumbers 1985 Gemstar Construction Development 1986 Craven Carpet 1987 Dixie Carpet Installations 1994 Camp Construction Services 1997 Apartments.com 1999 FSI Construction Inc. 2006 Lowe’s Pro - MSH

PRODUCT SERVICE COUNCIL MEMBERS Liz Levins, CAS, Marivel Bownds, Rasa Floors CAS, Valet Living Tracey Moore, CAS, Dixie Caldwell, Flooring Warehouse CAS, ControlByNet Cloud Karen Nelsen, CAS & Management Video ALN Apartment Surveillance Solutions Data Shaun Callaway, CAS, Matthew Nunn, CAS, Earthworks Capital Construction Peggy Charles, CASE, Doug Oehl, CAS. Fidus Construction Flooring Warehouse Services Joseph Rodriguez, Neal Conant, CAS, CAS, The Urban Gemstar Foresters Construction Nikki Sekunda, CAS, Development The Liberty Group Sean Cunningham, Blaise Spitaleri, CAS, CAS, Flooring Gemstar Warehouse Construction Deborah DeRouen, Development CAS, Designs By Blake Subinsky, CAS, Holmes HD Supply Clark Gregg, CASE, Mat Tilley, CAS, Fidus Construction WeDoTrash Dan James, CAS, Redevelopment Services Debra Knight, CAS, Fidus Construction Services Stephanie Krop, CASE, Poolsure

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SEPTEMBER I VOLUME 43, 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 Managing 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 RAGIN, CMP lragin@haaonline.org Director of Rental Credit Reporting TINA DEFIORE tdefiore@haaonline.org Assistant Vice President – Outreach LAUREN TURNER, CAE, CMP lturner@haaonline.org Public Affairs Manager ALPA PATEL MANDHANA 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 . . . . . . . . . . . . . . . . . . . . . .CLAY HICKS . . . . . . . . . . . . . . . . .JEFF HALL Program & Budget . . . . . . . . . . . .JOHN BORIACK . . . . . . . . . . . . .JEFF HALL Nominating . . . . . . . . . . . . . . . . . . .STARLA TURNBO . . . . . . . . . . .JEFF HALL Ethics . . . . . . . . . . . . . . . . . . . . . . . . . .MICHELLE PAWELEK . . . . . . .JEFF HALL Investment . . . . . . . . . . . . . . . . . . . .CHRISTY RODRIGUEZ . . . . . .JEFF HALL Fair Housing . . . . . . . . . . . . . . . . . . .MACK ARMSTRONG . . . . . . .JEFF HALL By-Laws . . . . . . . . . . . . . . . . . . . . . . . .KYLE BROWN . . . . . . . . . . . . . . .JEFF HALL Past Presidents Council . . . . . . .KATHY CLEM . . . . . . . . . . . . . . . .JEFF HALL Leadership Development . . . . .ALISON HALL . . . . . . . . . . . . . . . .SUSAN HINKLEY Product Service Council . . . . . . .LAURA LESTUS . . . . . . . . . . . . . .SUSAN HINKLEY Community Outreach . . . . . . . .TRACIE YODER . . . . . . . . . . . . . .SUSAN HINKLEY Legislative . . . . . . . . . . . . . . . . . . . . .JOHN BORIACK . . . . . . . . . . . . .ANDY TEAS HAA Political Action Committee . . . . . . . . . . . . . . . . . . . .STACY HUNT . . . . . . . . . . . . . . . .ANDY TEAS Multifamily Fire Safety Alliance . . . . . . . . . . . . . . . . . . . . . . . . .JOHN BORIACK . . . . . . . . . . . . .ANDY TEAS Developers . . . . . . . . . . . . . . . . . . . . .TODD TRIGGS . . . . . . . . . . . . . . .ANDY TEAS Membership . . . . . . . . . . . . . . . . . .TERRI CLIFTON . . . . . . . . . . . . .AMANDA SHERBONDY Ambassador ONE Society . . . .MARIVEL BOWNDS/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .RYAN WEIS . . . . . . . . . . . . . . . . . .AMANDA SHERBONDY 2020 Expo . . . . . . . . . . . . . . . . . . . . .DAVID LINDLEY . . . . . . . . . . . . .AMANDA SHERBONDY Independent Rental Owners . .STEPHANIE BRYSON . . . . . . .AMANDA SHERBONDY Education Advisory Council . . .MONICA GRACIA/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .BETSY MARSHALL . . . . . . . . . .EMILY HILTON Career/Community Development . . . . . . . . . . . . . . . . . .PENNY SPRANG . . . . . . . . . . . .EMILY HILTON NEXT . . . . . . . . . . . . . . . . . . . . . . . . . . .PATRICK MAGNUSON/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .NIKKI SEKUNDA . . . . . . . . . . . .EMILY HILTON Strategic Outreach . . . . . . . . . . . .CHRISTY RODRIGUEZ . . . . . .LAUREN TURNER Century Club . . . . . . . . . . . . . . . . . . .CANDIS MOHR . . . . . . . . . . . . . .ALPA PATEL PAC Fundraising . . . . . . . . . . . . . .GARY BLUMBERG . . . . . . . . . .ALPA PATEL Golf . . . . . . . . . . . . . . . . . . . . . . . . . . . .MARK PARK . . . . . . . . . . . . . . . .ALPA PATEL Communications . . . . . . . . . . . . .NORMA ALVEAR/ . . . . . . . . . . .ALPA PATEL/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .MARILYN ROMERO . . . . . . . . .LAUREN RAGIN HAF Fundraiser . . . . . . . . . . . . . . . .DEBBIE ANDREOZZI/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .MARK PARK . . . . . . . . . . . . . . . .LAUREN RAGIN Resident Relations Appeals . . .DARLENE GUIDRY . . . . . . . . . .MATILDE LUNA Resident Relations A . . . . . . . . . .BEVERLY NORRIS . . . . . . . . . . .MATILDE LUNA Resident Relations B . . . . . . . . . .KEVIN HARTMAN . . . . . . . . . . .MATILDE LUNA Property Awards . . . . . . . . . . . . . .SUSAN DEAR/ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .CRYSTAL JACKSON . . . . . . . .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 2020, VOLUME 43, 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 © 2020 by HAA. Periodicals Postage Paid at Houston, Texas. POSTMASTER: Send address changes to ABODE, 4810 Westway Park Blvd., Houston, Texas 77041.

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September 2020

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SPONSOR MEMBERS These companies have generously supported the Houston Apartment Association with their sponsor membership. Please give them careful consideration, whenever possible, in your business. 3 Men Movers A + Infinity Blue Outdoors, LLC A Homestead Specialist LLC A-Affordable Roofing Co AAA Staffing Ltd AAdvantage Laundry Systems Absolute Construction LLC ACM Contractors of Texas ACT Security Group Action Towing, Inc Action Window Coverings Inc ACTIV Answer by Audio Images ACUTRAQ Background Screening, Inc Adobe Floors Inc Advance LED Solution Adventure Playground Systems Inc Aftermath Services Ages Consulting, LLC dba Alternative Green Energy Solutions Alcaraz Lawn Care Alexander-Rose Associates Inc The Allshouse Group LLC All About Doody Pet Solutions LLC All American Mailboxes of Houston Inc Allegion Allied Powder Coating ALN Apartment Data Inc AlphaGraphics of Central Houston AM Conservation Group AmCap Insurance America Outdoor Furniture American Fire Systems AmRent Anchor Roofing Inc Andrews Myers PC Apartment Life Inc Apartment Lines ApartmentData.com AppFolio Arbor Contract Carpet Inc ARC Solutions Archcon Arizona Tile ASAP Personnel Inc ASAP Steamers Carpet Cleaning Asphalt Maintenance Inc Atom4 Security Camera & Electronics B&G Construction Bath Fitter Belfor Property Restoration Believe, Achieve and Conquer LLC Bell’s Laundries Benefits 4 Rent BGE/Brown & Gay Engineers Inc Bio-One Houston South BioTechs Crime & Trauma Scene Cleaning Blue Eye Defense BMI Brady Chapman Holland & Assoc Brannan Designs LLC Architecture & Interior Design BSI CAD Restoration Services LLC Cameras Onsite Cano Electric Inc Cantrell McCulloch Inc Carradine Valet CashFlow Pros LLC Centex Construction

Century A/C Supply CFI Group Chadwell Supply Cinch – Cabinet Refacing Kits Citi Fence & Concrete Classic Same Day Blinds Classic Touch Painting Classic Towing Comcast Construction ECO Services Continental Adjusters Inc Contractors Inc ControlByNet Cloud CoreLogic Rental Property Solutions CORT Furniture Cougar USA CRE Business Solutions LLC CSI LED & Hardware Cypress Landscaping & Irrigation Inc D.A.M. Remodeling Group DeNyse Companies Designs by Holmes DNM Contracting Inc DoodyCalls Dooley Tackaberry, Inc Door Clearance Center DreamCoat Cloud Services Ecolo Environmental Inc Electric Eel Mfg Embark Services EnviroSmart Multifamily Pest Solutions Epic Air Conditioning Everest Siding and Windows Expertz Construction & Renovation LLC Fantastic Floors Featherston Sign Partners Fidus Construction Services Finish Factory Inc First Responders Cleaning & Decon Flavor Finish Resurfacing Floodproofing.com Frost Insurance Agency FTK Construction Services Fun Abounds Gambit Construction Gasof United Remodeling Gateman Inc General Recon, LLC Giordano Construction Inc Go-Staff Inc Granite Surfaces of Texas Great American Business Products Green City Security LLC Green Garbology GT Security Solutions LLC Guardian Gutters H.S. Services Halo Doors Inc HARCO Insurance Services Heritage Construction Co Higginbotham Hillco Building Service Hive Technology Hoover Slovacek LLP Hurtado Roofing & Construction IGD Plumbing LLC Imperial Hospitality and Security Services Inc In Service Security LLC Infinity Power Partners IronEdge Group ITWS LLC

J and B Carpet Services J Guzman General Remodeling J National JAK Environmental, LLC DBA: Legacy Power Washing & Graffiti Removal Johnstone Supply Jonah Digital Agency Kastle Systems Kathy Andrews Interiors Kerely Towing Solutions King's Granite and Marble Knight Restoration Services, LP KONE Leah McVeigh Design and Consulting Ledge Lounger Lexington Group International The Liberty Group Liquid Waste Solutions Lithotech Printed Products/ Forms Center Lopez Carpet Care & Painting Love's Plumbing Company, Inc LP Building Solutions: LouisianaPacific Corporation LSR Multifamily Maldonado Nursery & Landscaping Inc Marvin F Poer & Company Masonry Solutions Inc Matrix Construction Services Max Digital Printing McKenzie Drake Corporate Housing McMahan's Flooring Inc Merricks Company Moen Inc Moveforfree.com Inc MPS Direct Mueller Water Conditioning Inc MV Electric Inc MX2 Commercial Paving Nations Roof Houston LLC Nationwide Eviction Norman Construction Northwest Construction Group Notifii LLC O’Conor, Mason & Bone PC On Site Towing LLC On-Site Propety Services Onesource Moving Onyx Restoration LLC Opiniion Outdoor Elements Pace Mechanical Services LLC Parking Management Company/PMC Towing Pathfinder Insurance Group Paul Davis Restoration North Houston PCS Creative Surface Penco Access Control PERQ LLC Platinum Enterprises LLC The Playwell Group Inc Pool Knights Pool Works LLC Professional Resurface LLC Pura Flo Corporation Quatro Tax LLC Quick Roofing RAM Construction Ram Jack Foundation Solutions RCPS of Texas Redevelopment Services Reliable Roofing Reliant

RENCON Rent Debt Automated Collections RentSense LLC Resto Medic Restoration 1 of Central Houston RG Miller Engineers Roto-Rooter Services Co Royal Painting & Remodeling LLC Saifee Signs & Graphics Saint Clair & Sons Inc SEAL Security Solutions LLC Secure Insurance Service Master by Century Sherwin Williams Company Sign-Ups & Banners Signal 88 Security Slime Busters Inc Smart Water Valve SOS-ASAP Softwashing Sparkle Wash Pressure Washing State Patrol Services LLC Storm Maintenance & Monitoring Strata Roofing and Construction LLC Streamline Construction Houston LLC Structural Concrete Systems LLC Swadley Roof Systems LLC Swain & Baldwin Insurance & Risk Management Texas Apartment Pool Services Texas Concrete Professional Company Texas Crime Prevention Agency Texas Engineered Roofing & General Contracting Texas Landscape Group LLC Texas Management Group LLC Texas Southwest Floors Inc Texas Steam Laars Heating Systems The Lane Law Firm Tidal Renovations LLC Total Safety Security Services, LLC Tropical Roofing Products TXU Energy Multifamily Services United Protective Services USA Patrol Division Valet Living Veteran Supply Services, LLC Vima Decor W Partnership WASH Multifamily Laundry Systems Waterproof Solutions Wayfinder Tax Relief LLC WCA Waste Corporation Webb Pest Control Whitmans Contracting and Roofing Wickley Interactive Wildlife Removal Experts LLC Willbanks & Associates Inc Wilsonart YottaReal Zillow Rentals

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Letter from the President

By CLAY HICKS, 2020 HAA President

THANK YOU, MAYOR AND THE CITY OF HOUSTON. I was part of another event on Friday, July 31 that I never expected to be a part of. Mayor Sylvester Turner’s office reached out earlier in the week to ask if we would participate in his upcoming press conference announcing the approved $20 million rental relief package. I was honored to be able to attend and speak on behalf of all of you as the president of the Houston Apartment Association and as president of TDC Management at The Dinerstein Companies. It was also a neat moment personally as my daughters Loren (who is 15 years old) and Camryn (who is 13 years old) came with me so that they could see the inside of Houston City Hall and watch the press conference. As they watched nearby while I gave my statement in support of the mayor on stage in front of the multiple TV cameras, I think they actually thought I was cool for a few minutes. July 31 was a big step in the right direction with the announcement of the second City of Houston Rental Assistance Program. We’ve been expressing the dire need for rental assistance from the very beginning, and our mayor and city council was able to collect $20 million for this rental relief package from the CARES Act and private donors (Houston Endowment, Greater Houston COVID19 Recovery Fund, Kinder Foundation and Texans owner and co-founder Janice McNair). A press release from the mayor’s office on August 5 quoted Turner saying: “‘I want to stress that there is no perfect formula, and we know there are Houstonians with a lot of needs as a result of the pandemic. This program will provide relief to thousands of families," said Mayor Turner. "If you are at the lowest level, and you are not able to pay rent, pretty much the only place left is on the street. So we want to make sure people don't find themselves forced out of their homes and on the street.’” This rental assistance fund is different from the first program in May. It will not be distributed on a first come, first served basis. Renters must meet the criteria and Houston apartments must agree to the program’s conditions. Apartment owners must first sign their properties up. Then, renters who qualify for the program must live within Houston’s city limits and be behind on rent payments for August or prior months. Renters who apply for this program must be able to prove they have suffered economic challenges as a direct result of COVID-19. If approved, the funds will go directly to the apartment property. If a property agrees to accept the rental assistance on behalf of the resident, the property is also agreeing to adhere to a handful of other restrictions based on receiving the funding that would impact other residents on your property. So, please read the details carefully during the application process and check the HAA website for additional education and FAQs to help you determine if it’s a program that is right for you. The mayor thanked the Houston Apartment Association and BakerRipley for our help in creating and distributing this rental relief program. The press conference on July 31 ended with a passionate message from the mayor urging our state leaders and congress for more money in a second CARES Act package. I found myself standing up there feeling the power of his message. I know the mayor wants to continue to do more for the apartment industry and Houston renters. Thanks to you all, our members and our amazing government affairs team of Andy Teas and Alpa Patel Mandhana. believe we are in a great place with him and the city to continue to help in any way we can.

www.haaonline.org

September 2020

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Houston Planned Energy Systems

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

HAA Member since 1997

Cotton Commercial USA Inc.

Gemstar Construction Development Inc.

HAA Member since 1982

Loweâ&#x20AC;&#x2122;s Pro - MSH

HAA Member since 2006

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 2020

Apartments.com

HAA Member since 1978

HAA Member since 1985

AAA Plumbers

HAA Member since 1984

FSI Construction Inc.

HAA Member since 1999

Dixie Carpet Installations

HAA Member since 1987

RentPath

HAA Member since 1979

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Legislative Update

By JOHN BORIACK, HAA Legislative Chair, with ANDY TEAS, CAE, Vice President of Public Affairs

COVID-19 UPDATE TO HOUSTON CITY OFFICIALS HAA members go above and beyond to help their residents.

For this month’s Legislative Update, we wanted to share the update we sent to Houston city officials in August, which highlights the extraordinary efforts that all of you are making to serve your residents during this difficult time. Dear Mayor Sylvester Turner and Houston City Council Members: The Houston Apartment Association is a non-profit trade association representing the owners and manager of more than 650,000 apartment units in the Houston area. I wanted to give you an update on what we're doing as we continue to navigate our way through the COVID-19 pandemic. Evictions No landlord ever wants to evict anybody, even in normal circumstances. During the pandemic, eviction is generally a last resort for housing providers to regain possession of a unit when a resident can't or won't pay rent and won't communicate with the manager or isn’t willing to negotiate a payment plan. There's no way to get data that captures the entire industry, but the 218 HAA-member properties that responded to a recent survey have deferred $2,919,615 in rent through payment plans, and have waived $1,594,171 in fees to which they are contractually entitled. Keep in mind, this is a small sample of the approximately 6,000 apartment properties in the Houston city limits. Several HAA members were appointed to the Housing Stability Task Force by Houston's COVID-19 Czar, Marvin Odum, and his Harris County counterpart, Rep. Armando Walle. Last week, the task force voted to support a slightly modified version of Dallas' grace period ordinance, which was endorsed earlier in the week by tenant advocates and unanimously approved by the HAA Board of Directors. From HAA's perspective, this was never meant to be a demand, just an option for you to consider that we would be willing to support. As Mayor Turner suggested, there is no reason individual housing providers cannot extend grace periods such as what was proposed as an ordinance requirement. We strongly agree, and many of our members are doing www.haaonline.org

that and more. At the same time, I wanted to remind everyone that HAA cannot require or even suggest specific financial agreements between landlords and tenants – that would be a violation of federal antitrust law, which prohibits competitors from colluding on financial arrangements with customers. Congress Congress continues to discuss additional recovery funding. We feel strongly that additional rental assistance must be a critical part of this. As several council members have pointed out, an extended eviction moratorium without rental assistance ends with a "balloon payment" most renters cannot possibly afford. We appreciate all of you that have weighed in on the need for additional rental assistance funding. Resources For Your Constituents HAA has compiled resident-facing information here: https://haaonline.org/renters. This includes resources that may be able to provide financial help, which are separately listed here: https://haaonline.org/financialhelp/. HAA donated $100,000 to the Alliance of Community Assistance Ministries in April, and our members have since donated an additional $40,000. Meanwhile, we have been working with Harris County Commissioner Adrian Garcia on additional county-funded rental assistance. While the details are still being discussed, the county yesterday approved a program that will assist lowincome renters, including some within the Houston City Limits, with up to $1,200 toward what they owe. HAA is the only local apartment association in the country with a full-time resident relations department. Constituents can call 713-595-0300 and ask for Resident Relations. We can't provide legal advice or enforce any laws or ordinances, but we try to answer questions and help direct

their next call to the right place. For Fair Housing questions, we work closely with the City of Houston's Fair Housing Director, Yolanda Jeffries. As Mayor Turner mentioned this morning, Houston's Fair Housing hotline is 832-394-6200 - extension 5. For constituents that need legal representation they cannot afford, Lone Star Legal Aid is a great resource: 713-652-0077. Lone Star specializes in landlord/tenant law and represents lots of indigent residents in justice of the peace court. Common Area Closures, Maintenance Limitations Common areas such as swimming pools, business centers, community rooms, fitness centers and leasing offices may present a health hazard during the pandemic. Routine maintenance in apartment units can expose residents and apartment maintenance staff to possible infection. Since our county judge's initial order, HAA members have closed many common areas, and are taking extra measures to keep essential common areas like mailbox kiosks and laundry rooms clean and sanitary. We are counting on residents to maintain social distancing in these areas. Many properties are limiting maintenance requests to urgent problems. We will make sure residents have working refrigerators and stoves, hot water, unclogged toilets and air conditioning. Maintenance on minor or cosmetic issues may take longer than before. To help us keep plumbing systems (and the city's sewer system) working properly, we hope you will join us in reminding constituents that disinfecting wipes are not flushable ("flushable" wipes really aren't flushable either), and to “corral the grease” by disposing of cooking grease properly. As always, please contact us if we can help with constituent issues or if there is anything else we can do. Thanks for all you are doing during this difficult time. September 2020

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It’s the Law

By HOWARD BOOKSTAFF, Hoover Slovacek LLP , HAA General Counsel

THE BENEFITS OF CONTACT TRACING How the apartment industry could benefit from contact tracing.

YOUR MAINTENANCE MAN tells you that he just tested positive for COVID-19. You immediately tell him to go home and quarantine for 14 days. You then begin to wonder if you should be telling anyone about the maintenance man’s illness. You check the work orders and discover the maintenance man has been in several units in the past couple of weeks. He also works closely with other maintenance personnel at the property. You wonder how you should handle the situation. Should you tell the residents and employees that they may have been exposed? Do you tell them to quarantine if they have symptoms? You are not a medical provider. You can’t, and don’t want to, give medical advice. However, you know that when you notify residents that they have been close to someone who has tested positive, they will ask a bunch of questions. Do I have to get tested? Do I have to stay home from work? Do I have to isolate myself from other people that live in my unit? A sound contact tracing program from our public health authority would be helpful. The good news is that the Texas Department of State Health Services (DSHS) has a contact tracing program. The bad news is that DSHS may not have enough workers to be able to efficiently contact trace the number of cases we currently have in Texas. What is contact tracing? According to the DSHS website, contact tracing is a method used to find and follow up with people who have been in close contact with someone who tested positive for COVID-19 (called a case). People who are potentially exposed to COVID-19 are called contacts. By tracing the contacts of COVID-19 cases, getting them into quarantine, and when necessary, www.haaonline.org

testing them for infection, the spread of coronavirus can be slowed. Contact tracing is a voluntary process used to help people who may have been exposed to COVID-19. This process has been used in Texas for decades for infectious diseases. Because it is voluntary, and because people have the right to control their own personal health information, the government cannot require persons to participate in the process if they do not want to. How does contact tracing work? A person identified as a suspected or confirmed case is asked to follow a recommended course of action (e.g. self-isolation, monitor for symptoms or changes in symptoms). If positive, the person may be subject to a control order regarding self-isolation. A person who tests positive or is suspected of having COVID-19 is asked to voluntarily provide demographic and other information. A person may also be asked to voluntarily provide information regarding movements and interactions with other people. A contact tracing team then reaches out to identified contacts to discuss potential exposure, symptoms, recommended course of action, etc. What is DSHS’s online system for contact tracing? The DSHS developed an online system called Texas Health Trace. This system is for any Texans who have tested positive for COVID-19, have symptoms or think they have been exposed to someone who tested positive for COVID-19. According to the DSHS website, using Texas Health Trace, a person can check their symptoms and report exposure to COVID-19. The DSHS website also provides that Texans

who have tested positive, have symptoms or think they have been exposed to someone who tested positive for COVID-19, should sign up at Texas Health Trace. After signing up and entering health information, the person may be contacted by a contact tracer. What happens when someone is contacted by Texas Health Trace? Texas Health Trace will contact positive cases and individuals who have been identified as possible contacts and ask the following questions: 1. To COVID-19 positive cases: The person will be informed of the next steps about their illness and asked about their symptoms, their needs, whether they can be connected to resources and asked to provide a list of people that they have been around to inform them of their potential exposure. 2. To potential contacts: Texas Health Trace will tell the person that they were potentially exposed to the virus. Texas Health Trace will ask how the person is feeling, if they need anything and whether they want to be connected to any resources. Texas Health Trace will determine the next steps the person should take based on their symptoms. Persons representing Texas Health Trace will not ask person to disclose their identity or provide a social security or bank account number or credit card information. Why is contact tracing important to the apartment industry? With an effective and efficient contact tracing program, concerns regarding whether and how to contact those persons that may have been exposed by others in the apartment community would be addressed. In an ideal world, it might go something like this: September 2020

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â&#x20AC;˘ A maintenance man tests positive for COVID-19 and contacts Texas Health Trace to report the test results. â&#x20AC;˘ Texas Health Trace asks the maintenance man for a list of people that he has been around to inform those people of potential exposure. â&#x20AC;˘ Texas Health Trace contacts residents or others who are potentially exposed to the virus, asks them how they are feeling and determines whether they need to be connected with any helpful resources. If you decide to send a letter to residents that a member of the management team, maintenance team or another resident(s) have tested positive, you would be able to do so knowing that the recipients of the letter would have been contacted by a contact tracing program if that person was potentially exposed to the virus. If residents ask questions whether they were exposed, you would be able to tell them to contact the contact tracing program to ask their questions and their concerns could be addressed. Is contact tracing currently in effect and working? There is a concern that since contact tracing is labor intensive, there may not be enough

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September 2020

workers to call every person who There is a concern that since contact tracing is has a positive test result or to call labor intensive, there may not be enough all the potential contacts. With a growing number of cases, the conworkers to call every person who has a positive tact tracing program is stressed test result or to call all the potential contacts. and potentially inefficient. At the time of the writing of this article, ReadyHarris.org, the coronavirus webthose that may have been exposed. The prosite for Harris County, is reporting that the curgram is designed to be confidential, so there rent threat level is Level 1. Level 1 signifies a should not be a risk for a person who does not severe and uncontrolled level of COVID-19 in want to be identified. Harris County, meaning outbreaks are present It may be important to note that, prior to suband worsening and that testing, and contact mitting this article, I contacted Texas Health tracing capacity is strained or exceeded. In other Trace to determine whether the system was words, while we hope to get back to having an working. Texas Health Trace redirected me to efficient and effective contact tracing program, the local public health authority. Notwithstandit is dependent on the number of workers in the ing this experience, it would be beneficial to reprogram and the number of cases in the locaquire any employee that tests positive or shows tion where the tracing program applies to. symptoms of COVID-19 to contact Texas Health Trace and the local public health authority to If I have an employee testing positive, determine whether there is a working contact should they contact Texas Health Trace? tracing program in place. Yes. In order to get the ball rolling on contact Hopefully, this explanation of the contact tracing, it is important that those that test positracing program in Texas is helpful and will adtive contact the program and cooperate with dress some issues when someone tests positive providing the needed information to allow in your community. contact trace workers to contact and inform

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Resident Relations from the RESIDENT RELATIONS COMMITTEE

FAILURE TO SIGN

A resident falsifies his application form but still receives a refund on his deposit. AN APPLICANT FILED a complaint with the Houston Apartment Association to receive a refund on his application deposit. In the Texas Apartment Association application form, application deposits may or may not be refundable. The applicant paid a non-refundable application fee of $16.50 and an application deposit of $100. The resident stated in his complaint form to HAA that he was his application was denied, but that the apartment community would not refund his application deposit. Management responded to HAA and that response was forwarded to the applicant. A background check revealed the applicant had a felony on his record, which he failed to dis-

close on his application. Due to the falsified application and the felony, the apartment community denied his application. Enclosed in management’s response were copies of the application form and the apartment community’s rental criteria. Even though the application deposit may be refunded when an applicant is denied, the applicant would not be refunded when he or she falsifies the application, however, management failed to fill out and sign its portion of the application form. Therefore, the committee decided in favor of the applicant. Management is to refund the applicant his applicantion deposit of $100. 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!”

If you are a manager with a resident relations issue, call HAA at 713-595-0300 for direct assistance. The HAA Resident Relations Committee provides an impartial review of resident complaints using the documentation provided by both the resident and management. When the committee finds in favor of the resident, we appreciate a direct response from the property to the resident within two weeks and a copy of the payment sent to HAA for our records. When the committee finds in favor of the resident, management may file an appeal. When the committee finds in favor of the property owner, the decision is final. 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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RCR Update

By TINA DEFIORE, Director of Rental Credit Reporting, with RANDALL C. PATTON, CoreLogic

APPLICATION FRAUD How digital online rental applications have impacted fraud risk.

OVER THE YEARS, fraud detection has been a persistent and significant concern for the multifamily housing industry. Many property managers attribute the spike in fraud to online applications, with approximately 59%3 of applications being submitted online rather than in person. Coupling increased online applications with the new virtual rental landscape we are in as a result of the global pandemic, you can see why fraud is an increasingly hot topic among property managers. In this article, we will look at the types of lease-applicant identity fraud, trends, costs and how to verify rental applications. Types of Identity Fraud Identify fraud can range from lies intended to hide a lack of income or questionable credit history to more elaborate lies constructed to misrepresent the applicant's reason for renting. Rental property managers are likely to encounter the following basic types of identity fraud, with some variations and crossover: • First-person fraud (or credit muling): In this type of fraud, the applicant is acting for another when renting the apartment. • Third-Party Fraud (Identity Theft or True Name Fraud): The proliferation of data breaches, mail theft and burglaries has led to a dramatic increase in identity theft fraud across all sectors of the economy. • Identity Manipulation Fraud: The fraudster slightly alters some of his or her information in a way that looks like a typo or spelling error. Common examples include an SSN that's off by one number or includes transposed numbers, a slightly different name or an altered birth date. • Synthetic Identity Fraud (Fictitious Identity): In this scheme, the fraudster creates a fake identity by fabricating all identifying information (SSN, name, date of birth) or by cobbling together an identity from multiple stolen sources, or a mix of both. Real SSNs (typically from children, elderly or deceased people), are often used in combination with made-up names and birth dates.

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September 2020

Synthetic Identity Fraud Takes the Lead Synthetic fraud is the fastest growing identity-related fraud, accounting for an estimated 85% of all identity fraud2. One of the reasons synthetic fraud has been successful amongst fraudsters is because every inquiry to a credit bureau creates a credit file. That means that an inquiry using a fake SSN, a child's SSN or the SSN of someone who died and was removed from the credit bureau records, will create a new credit file associated with that SSN. The first time the inquiry is made, the return will show no credit file exists. But, since that inquiry created a credit file, the next inquiry will generate a result showing a credit file with no negative behavior, which may enable the applicant to qualify for a credit card, lease or small loan. In 2015, CoreLogic Rental Property Solutions began partnering with ID Analytics to help its clients address the identity fraud issue. ID Analytics and its affiliate company, LexisNexis Risk Solutions, have been closely monitoring fraudulent activity since mid-March when many states entered stay-at-home orders due to the pandemic. The study shows a 51% increase in synthetic identity fraud from mid-March to mid-May 2020 compared to the same timeframe in 20191. Startling Fraud Trends and the COVID-19 Effect According to a new study2, 97% of property management companies have experienced fraud in the past two years. Another staggering statistic, 80% of property managers have experienced fraud more than 20 times. Property managers have noted fraud is usually not detected at the onset of the application but rather when the resident has already moved in. As a result, 70% of property managers identified fraud within the first six months after a move in. Skipped rent payments may indicate a fraud issue, which could result in additional expenses incurred by property managers. As if this issue isn't pressing enough, new trends are surfacing during the COVID-19 cli-

mate. A recent survey shows, there has been a 9%4 increase in applicant fraud month over month since the onset of the COVID-19 pandemic in the United States. This shift may be a result of the current economic conditions, including unemployment and changes to local and state eviction moratoriums. To Help Avoid Fraud, Verify Five Key Points on a Rental Application: Identity: Is your applicant who they say they are? Verifying an applicant's identity is one of the most important things a property manager can implement. It's widely known that some applicants may provide personal information that is either fictitious or does not belong to the applicant. It's vital to vet your applicants thoroughly and to request government-issued identification, including a state-issued driver's license, a valid passport or a visa. Employment: Applicants are typically required to provide employment information on a standard rental application. It is the property manager's responsibility to verify whether the information provided is legitimate. Is an applicant employed? It's best to verify. Income: When reviewing applications, verifying income is imperative when accepting or denying applicants, especially whether they are in a financial position to pay the rent. We recommend you request documentation from the applicant that can support an applicant's income, including pay stubs, W-2 forms or bank statements. Rental History: Another critical part of the verification process is to look at the applicant’s rental history. A rental history report will show whether the prior apartment owner had issues with the resident paying on time or has a history of property damage. References: In addition to the rental history check, ask for references that you can verify by calling or sending a quick email. Personal and professional references are / See Fraud, Page 73 www.haaonline.org

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Connect with potential customers. Online, on their desk and in their hands. uide G s ’ r e y 2021 Bu now on sale! t ad spacertising rates, visi sGuide/

r For adve nline.org/Buye his o st ww.haa t to mis http://w You don’t wan ortunity Hurry! ! EAR opp

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Released at the beginning of each year, the Buyers Guide is the multifamily industry’s complete buyer's guide resource when searching for the “perfect match.” This publication is used year-round as the “yellow pages” of the industry. No other full service guide reaches decision makers in the Greater Houston area, and we guarantee ad placement in the category of your choice. Direct mailed to almost 1,800 member companies which include 900+ management companies and 800+ supplier companies, plus 2,500+ apartment communities, the Buyers Guide reaches your prospects both online – on the www.haabuyersguide.com website – and in print at the most critical stage of the buying cycle: When members are looking for products and services to meet their specific challenges. Your targeted ads and enhanced listings online ensure that your company is the name that jumps off each page and generates a lead. One ad placement lasts all year long because this unique package provides a year-long reference value with information targeted to your prospects’ needs. Put yourself out there with increased exposure! Our full-page advertisers get an extra boost of marketing by having their online listing moved to the TOP of the search page along with their company logo displayed at www.haabuyersguide.com for every category you’re listed under. NEW! Two-third pages and half-page ads now include online boosting and company logos displayed in the order of ad size. Or, just add your logo to your regular online listing for just $89 a year! Tab advertisers (section divider) will get a FREE 12-month scrolling banner ad on the Buyer's Guide website. (Limited space available.) This offer ends soon! Final ad space sales will close on September 30. Don't miss this once a year advertising opportunity to get your message directly into the hands of industry professionals ready to do business with you! Contact Amanda at asherbondy@haaonline.org or 713-595-0316 for options plus complete details on all the value-added online listing enhancements available.

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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, October 6 Electrical Maintenance and Repair Wednesday, October 7 Plumbing Maintenance and Repair Thursday and Friday, October 8 and 9 Heating, Ventilation and Air Conditioning Maintenance and Repair Tuesday and Wednesday, November 3 and 4 Appliances Maintenance and Repair Thursday and Friday, November 5 and 6 Comprehensive Exam TBA

Programs sponsored by AAA Plumbers Chadwell Supply FSI Construction Inc. Texas Apartment Pool Services Johnstone Supply

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

Monday, September 21, Quail Valley Golf Course, 2880 La Quinta Drive, Missouri City, TX 77459

Benefiting the Houston Apartment Association Political Action Committee A mask is required for indoor facility usage. Please bring your own.

Join us for the 41st 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. Two owner/management and two suppliers per team. 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, lunch and beverages during play. To remain in compliance with social distancing recommendations, HAA will not host a post-play reception. All tournament winners and sponsors will be recognized in the ABODE Magazine. *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 1/$200 after September 1 = $_________ Add “Pinot & Putting Contest” for $20 x _______ (how many balls) = _____________ (total amount paid). If you would like your own golf cart please select: yes___ no___. Otherwise it will be two players per golf cart.

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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Calendar HAA Education, Events and Meetings SCHEDULE

As of press time, dates and locations are tentative. Please see www.haaonline.org for the most up-todate information. Social distancing and masks will be required for in-person meetings. HAA has modified procedures to reduce opportunities for the COVID-19 virus to spread as we realize there is a risk associated with interacting with the public. • We are minimizing the number of people allowed in our building. • All guests are instructed to remain 6 feet apart. • We are providing social distance markers to guide access. • We have hand sanitizers in common areas throughout our building. • We have enhanced cleaning of our building nightly. • Guests will be required to wear masks at all times. If you are able to provide your own mask, please do so. We will have disposable masks in case you do not bring your own. • We will take the temperature of each guest as they enter our building. If any guests has a temperature that registers over 100.4 you will not be able to attend the meeting/event. • If you are experiencing COVID-19 symptoms, or have been in contact with someone who has the virus or has been exposed to anyone who is sick, we ask that you remain at home. Thank you for your patience as we implement these new guidelines to keep you safe.

SEPTEMBER S M T W 1 2 6 7 8 9 13 14 15 16 20 21 22 23 27 28 29 30

SEPTEMBER

T 3 10 17 24

F 4 11 18 25

S 5 12 19 26

OCTOBER S M T W T 1 4 5 6 7 8 11 12 13 14 15 18 19 20 21 22 25 26 27 28 29

F 2 9 16 23 30

S 3 10 17 24 31

OCTOBER

15-16

New Supplier Member Orientation Wednesday, September 2 10 a.m. Virtual via Zoom All new supplier members welcome. Visit the HAA Calendar at www.haaonline.org to register. Contact Amanda at asherbondy@haaonline.org for details.

Leasing 101 (day and a half) Tuesday, September 15 and Wednesday, September 16 8:30 a.m. to 4 p.m.

NALP 1: Bringing in New Residents: Be Prepared Tuesday, October 6 8:30 a.m. to noon This course focuses on the skills needed to deliver exceptional leasing support. See Page 23 for details.

Ambassador ONE Society Meeting Wednesday, September 2 4 p.m. to 5:30 p.m. Location TBD Contact Amanda at asherbondy@haaonline.org for details.

9 Certified Pool Operator Course Wednesday, September 9 8:30 a.m. to 5 p.m. Resident Relations Committee A Wednesday, September 9 2 p.m.

10 Avenues: Marketing Session 2 – “Reputation Management: A Winning Strategy in Response and Recovery to Bad Reviews” with Amy Kosnikowski Dilisio Thursday, September 10 8:30 a.m. to noon Sponsored by ALN Apartment Data HAA Management Member Orientation Webinar Thursday, September 10 10 a.m. Contact Amanda at asherbondy@haaonline.org for details. Sponsored by ALN Apartment Data Go-Getter Happy Hour Thursday, September 10 3:30 p.m. to 5:30 p.m. Location TBD Sponsored by American Fire Systems Inc. and Redevelopment Services

21 2020 Bill Dinerstein Memorial Golf Tournament Monday, September 21 7 a.m. to 2 p.m. Quail Valley Golf Course & City Centre 2880 La Quinta Dr., Missouri City See Page 19 for details.

24 HAAPAC Luncheon Thursday, September 24 11:30 a.m. to 1 p.m. Program fee: $30 per HAAPAC member; $40 per non-HAAPAC member Contact Alpa at apatel@haaonline.org for details. Sponsored by ALN Apartment Data Board Meeting Thursday, September 24 4:30 p.m. Sponsored by Guardian Construction

25 IROC Breakfast Friday, September 25 7:30 a.m. to 10 a.m. Sponsored by Yardi Systems Inc.

CAMT Interior and Exterior Maintenance and Repair Tuesday, October 6 8:30 a.m. to 5 p.m. The CAMT Interior and Exterior Maintenance course gives learners what they need to know to keep the interior and exterior of the buildings on their property in excellent shape, both through repair and preventive maintenance. See Page 18 for details. Sponsored by Chadwell Supply NALP 2: Marketing and Maintaining Your Community Tuesday, October 6 1 p.m. to 4 p.m. Explore the importance of image, reputation and brand in well-maintained communities. See Page 23 for details.

7 CAMT Electrical Maintenance and Repair Wednesday, October 7 8:30 a.m. to 5 p.m. The 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. See Page 18 for details. Sponsored by Texas Apartment Pool Services New Supplier Member Orientation Wednesday, October 7 3 p.m. Craft Republic 11470 Westheimer, 77077 All new supplier members welcome. Contact Amanda at asherbondy@haaonline.org for details.

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.

Ambassador ONE Society Meeting Wednesday, October 7 4 p.m. to 5:30 p.m. Craft Republic 11470 Westheimer, 77077 Contact Amanda at asherbondy@haaonline.org for details.

CAMT Plumbing Maintenance and Repair Thursday, October 8 8:30 a.m. to 5 p.m. 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. Sponsored by AAA Plumbers HAA NEXT: Mix N Mingle Thursday, October 8 6:30 p.m. to 9 p.m. Meet the NEXT generation of HAA leadership. This niche group within HAA is dedicated to the networking and professional development needs of HAA members 40 and younger. Network with your peers at this FREE and festive event and grow your career together among the next generation of HAA leadership. Sponsored by Hire Priority

Avenues: Supplier Circle 3 – “Own Your Awesome – Delivering Exceptional Service” with Patty Morgan Seager Monday, October 12 9 a.m. to noon See Page 22 for details.

NALP 3: Why Your Competition Matters Tuesday, October 13 8:30 a.m. to noon A loyal and satisfied resident is at the heart of this course. See Page 23 for details. NALP 4: Relevant Laws and How to Apply Them Tuesday, October 13 1 p.m. to 4 p.m. This course teaches a full spectrum of fair housing and ADA compliance for both prospective and current residents. See Page 23 for details.

www.haaonline.org

Fair Housing Seminar Wednesday, October 14 8:30 a.m. to noon Resident Relations Committee B Wednesday, October 14 2 p.m. It’s the Law Luncheon Friday, October 16 11:30 a.m. to 1 p.m. Sponsored by Texscape Services

NALP 5: The Sales Process and Building Tuesday, October 20 8:30 a.m. to noon Lean the foundations of relationship selling and the importance of problem solving for both the prospective and current resident. See Page 23 for details.

NALP Market Survey Presentation and Exam Tuesday, October 27 10 a.m. to 3:30 p.m. 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 level written and verbal communication skills in English and submit accurately completed paperwork prior to having access to the exam. See Page 23 for details.

28-30

IROP (three days) Wednesday, October 28; Thursday, October 29; and Friday, October 30 8:30 a.m. to 4:30 p.m. A three-day course authored by NAA

specially designed to provide the knowledge and skills necessary for new independent owner and/or manager of rental properties of about 200 units or less. Topics covered include: Employees, Preparing the Property, Rent, Marketing, Handling Objections Applications, Screening, Rental Agreements & Lease Forms, Move-In, End of Lease Term, When Resident Problems Arise, Evictions, Resident Retention, Maintaining Property Value, Maintenance, Code of Enforcement, Financial Management, Taxes, Protecting the Investment, Section 8 Programs. Please note: 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. Sponsored by FSI Construction and Texas Apartment Pool Services

NALP 6: Effectively Meeting the Needs of Current Residents Tuesday, October 20 1 p.m. to 4 p.m. Once the prospective resident moves in, the leasing professional's relationship and responsibilities continue. See Page 23 for details.

Avenues: Maintenance Session 3 – “Crisis Response Management” with Nicole Curl Wednesday, October 21 8:30 a.m. to noon See Page 22 for details. Sponsored by Century A/C Supply

Avenues: Leadership Session 3 – “Are We No Longer User Friendly?” with Anne Sadovsky Thursday, October 22 8:30 a.m. to noon Technology rules our world. But what happens we have to come face to face with an unhappy, even hostile resident/customer? Or have to answer a hateful email message? People are angry, road rage is running rampant and workplace violence is on the rise. This seminar is not designed to frighten you. Sadovsky is very sure that 90% of the time, we can soothe the savage beast, be a calming influence and prevent pouring gasoline on an already burning fire. You can call it dealing with difficult people in challenging times, you can call it anger management, Sadovsky calls it practicing peaceful confrontation. Sponsored by Best Plumbing

www.youtube.com/user/HAATV

Do you need help navigating recent operational challenges? HAA’s micro-webinar series features industry experts who answer the top questions concerning current and pressing topics. These carefully-curated 30 minute sessions offer guidance that you can apply right now and are free to all HAA members. September 2020

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Now Vir tual! or in per son see www at the HAA Edu ca .haaonli ne.org f tion Center, or detail s.

Follow a road that fits you career journey with Avenues. The Avenues series of seminars feature some of the best nationallyacclaimed speakers in the industry with learning sessions for every level of multifamily professional. There are five Avenues to choose from, Main Street, Maintenance Boulevard, Leadership Lane, Marketing Place and Supplier Circle. Follow just one path or pick and choose from all of the 15 great sessions.

Don’t miss the next three sessions:

Supplier

CIR

Avenues: Supplier Circle – 3 October 12 Own Your Awesome . . . Delivering Exceptional Customer Service With Patty Morgan Seager Patty Morgan Seager began her marketing career in nearly 40 years ago in Indianapolis, Indiana. During her 13-year tenure, she held a prestigious position as Marketing/Training Director overseeing 12 apartment communities in the Greater Indianapolis and Southern Indiana area. In 1989, Patty was recruited by HPC Publishing where she successfully launched the Columbus Apartment Guide publication and increased its size from 92 to 452 pages. In 1995 she was promoted to National Sales Trainer and was instrumental in training all new sales personnel while developing and implementing a new National Sales Training Program. In 1996, Patty was promoted to Midwest Regional Director overseeing eight markets in seven cities. Patty continues to be a highly respected and innovative speaker providing her services at popular Trade Shows and Conferences nationwide.

inar?$50 m e s e n o t s Need sjeussions are priced at onlyucation!

Individual al steal for quality ed a re per person, Sponsored by

Marketing

Avenues: Marketing Place – 2 September 10 Reputation Management: A Winning Strategy in Response and Recovery To Bad Reviews With Amy Kosnikowski Dilisio Reputation management is the hot buzz words right now in the industry. Attend this session to understand why managing a community’s positive reputation is crucial in marketing a real estate asset. With the continuing rise and use of rating and review sites, gain a clear understanding of how to respond effectively. Discover the best practices to turn around a series of negative comments and how to get customers to post positive comments and reviews. Amy will extend suggestions on how to turn around a tarnished reputation along with a step by step honest review of the customer service that is provided that may have led to the troubling reviews. You will not want to miss this session to gain a new set of tools and ideas to build a fan base full of residents and beyond! Learning Points: Reputation Management: Defined / Fundamentals / Cause of the Rave and Rating surge / Examples of Reputation Recovery / Respond Strategy / Steps To Get Empowered / Secrets to Gain Positive Raving Reviews

Maintenance Avenues: Maintenance Blvd – 2 October 21 Crisis Response Management With Nicole Curl How to be prepared in advance of a crisis, develop a plan, execute the plan and how to initiate recovery

• Prepare - Notices - Contact procedures and meetings - Resources • Evacuating - Team Procedures - Who stays? - How to communicate • Building Prep

BLVD - Preventative measures - Safety Concerns - 72 Hour Emergency Kits • Recovery - Procedures and timelines - Emergency Vs. Urgency - Documentation and Photographs • Insurance • Lessons Learned

Annual Property Subscriptions are available with unlimited attendance for all on-site property staff to all sessions at discounted prices: • Only $199 per year per property for properties with fewer than 200 units • Only $399 per year per property for properties with 200 to 350 units. • Only $450 per year per property for properties with more than 350 units. If you need a single workshop, individual sessions are priced at only $50 per person, a real steal for quality education. Virtual access instructions will be provided upon registration. Register online at www.haaonline.org.

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ore m e Se

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

Education is your key to a great future

Distinguish yourself amongst a field of “tour guides” – learn to be a real salesperson and attain your NALP credential this year. The National Apartment Leasing Professional Program enhances the skills of the apartment leasing professional, resulting in better informed, highly professional individuals with increased lease activity and improved resident relations. Course Location and Schedule: Courses are held at the HAF Dinerstein Reed Prokop Education Center, 4810 Westway Park Blvd., off the beltway at Clay Road. Morning Sessions: 8:30 a.m. – Check-in and registration 9 a.m. to 12 p.m. – Program Afternoon Sessions: 12:30 p.m. – Check-in and registration 1 p.m. to 4 p.m. – Program 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 6 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 6 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 13 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 13 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 20 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 20 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 27

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Nominate your stars! T

The event has been

Individual awards are in 14 categories based on nominations made by management company executives, supervisors, coworkers, vendors and friends.

RESCHEDULED to November 13

T Donâ&#x20AC;&#x2122;t miss the opportunity to nominate your best and brightest!

T The deadline for individual nominations is October 9.

Nominate online at https://www.haaonline.org/nominations See the link for nomination forms and more information, including category breakdowns and award criteria.

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

NMHC RENT PAYMENT TRACKER RESULTS NMHC’s tracker finds 79.3 percent of apartment households paid rent as of August 6.

Washington, D.C. – The National Multifamily Housing Council (NMHC)’s Rent Payment Tracker found 79.3 percent of apartment households made a full or partial rent payment by August 6 in its survey of 11.4 million units of professionally managed apartment units across the country. This is a 1.9-percentage point, or 223,000household decrease from the share who paid rent through August 6, 2019 and compares to 77.4 percent that had paid by July 6, 2020. These data encompass a wide variety of market-rate rental properties across the United States, which can vary by size, type and average rental price. “Over the past few months apartment residents have largely been able to meet their housing obligations. In no small part, this is due to the enhanced unemployment benefits enacted under the CARES Act and significant steps by apartment owners and operators to help their residents. These unemployment benefits that have proven so important to so many households have now lapsed, meaning greater financial distress for millions and the potential worsening of America’s housing affordability crisis,” said David Schwartz, NMHC Chair, and CEO and Chairman of Chicago-based Waterton. “While President Trump announced executive orders relating to rental assistance and continued unemployment benefits, it is unclear when and if those resources will be available to families. NMHC continues to urge the Trump administration and Congressional leaders to restart negotiations and reach a comprehensive agreement on the next COVID relief package. It is critical lawmakers take urgent action to support and protect apartment residents and property owners through an extension of the benefits as well as targeted rental assistance. That support, not a broad-based eviction moratorium, will keep families safely and securely

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housed as the nation continues to recover from the pandemic.” The NMHC Rent Payment Tracker metric provides insight into changes in resident rent payment behavior over the course of each month, and, as the dataset ages, between months. While the tracker is intended to serve as an indicator of resident financial challenges, it is also intended to track the recovery as well, including the effectiveness of government stimulus and subsidies. However, noteworthy technical issues may make historical comparisons imprecise. For example, factors such as varying days of the week on which data are collected; individual companies’ differing payment collection policies; shelter-in-place orders’ effects on residents’ ability to deliver payments in person or by mail; the closure of leasing offices, which may delay operators’ payment processing; and other factors can affect how and when rent data is processed and recorded. NMHC is proud to partner with the following firms on this initiative: Entrata, MRI Software, RealPage, ResMan and Yardi.

Find more information, including the methodology, on the NMHC Rent Payment Tracker at https://www.nmhc.org/researchinsight/nmhc-rent-payment-tracker. If you have any questions, please contact Sarah Yaussi, NMHC Vice President for Business Strategy – syaussi@nmhc.org or Colin Dunn, NMHC Senior Director for Communications – cpdunn@nmhc.org. Additional resources, data and materials can be found at https://www.nmhc.org/research-insight/Research-Insight-KnowledgeLibrary/covid-19-hub. Based in Washington, D.C., the National Multifamily Housing Council is the leadership of the trillion-dollar apartment industry. We bring together the prominent apartment owners, managers and developers who help create thriving communities by providing apartment homes for 40 million Americans. For more information, contact NMHC at 202/974-2300, e-mail the Council at info@nmhc.org, or visit NMHC's website at www.nmhc.org.

www.haaonline.org

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HAF EDUCATION This month, in honor of HAA’s 60th Anniversary, ABODE takes a look at the history of the Houston Apartment Foundation Education Department and its many programs.

By EMILY HILTON, CAE, HAA Vice President Professional Development It was the early 1960s when Jennette Hunnicutt, a pioneer of HAA, saw a need. Hunnicutt, the first woman member of the HAA Board of Directors, mentioned to the board that the real estate courses offered locally were not meeting the needs of the apartment industry, especially resident managers. So, in February 1962, during the 21st Annual National Apartment Owners Association Convention held in Houston, Hunnicutt organized and held the first HAA education course, the Manager’s School. With 167 attendees, this first educational offering began the Houston Apartment Association’s commitment to training and professionalism for the multifamily industry. Over the next 48 years, the HAA Education Department has expanded to become the Houston Apartment Foundation and seen its programs morph into National Apartment Association credentials. Here’s a timeline of our department’s history.

1960s 30

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February 1962 During the NAA Conference held in Houston that year, Jenette Hunnicutt held the first HAA education program, “Manager’s School,” with 167 attendees. April 1963 The exam for the newly developed Houston-based “Principles of Apartment Management” program was administered for the first time. 1974 The first offering of a Certified Apartment Manager course, “Survey of Apartment Management,” was held at Westbury High School with 132 registrants. 1976 Out of the nation’s CAM candidates, 10% were from Houston that year. A special committee was formed to develop a certification program for maintenance personnel. The Houston-based curriculum, first called CAMP and later HAMT, became the basis and outline for NAA’s Certified Apartment Maintenance Technician curriculum.

1980s

1980 The first Professional Leasing Program was developed and held at the 1980 Education Conference and Trade Show, a predecessor to Houston’s Certified Apartment Leasing Agent program and eventually NAA’s National Apartment Leasing Professional credential. October 1981 After two years of development by Texasbased industry executives, HAA conducted the inaugural offering of the newly branded Certified Apartment Property Supervisor curriculum. The credential was renamed to the Certified Apartment Portfolio Supervisor in 2010. January 12, 1982 The Houston Apartment Foundation opened its first training center. December 1990 The first-ever recipients of the HAA Product/ Service Scholarship were announced, with one award for each credential. Following, what was referred to as HAA’s Education Grant awards, funded dozens of industry professionals seeking their industry credentials.

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April 2001 HAA began to offer technology programs with courses in Microsoft Excel, Word and PowerPoint. Classes were originally offered at costly computer training companies or required participants to bring their own laptops. Today, HAA’s technology-oriented programs are conducted at our state-ofthe-art facility located within the HAF Dinerstein Reed Prokop Education Center. Julie Hartman, of J.Hartman was an integral partner in our technology training. May 2003 HAA education goes virtual with the launch of the HAF E-Learniversity with online courses for Leasing 101 and business writing. June 2004 The Apartment Property Professional Learning Exchange, which became APPLE and is known today as Avenues, was developed as a low-cost subscription series and featured nationally renowned professional industry speakers from across the country. Beginning with just four sessions in the pilot program and serving 87 properties, APPLE grew to as many as 20 sessions a year in both English and Spanish with close to 200 properties participating anually. Avenues continues to develop and adapt according to member needs, trends and market conditions.

1995 www.haaonline.org

2007 On May 11, the new Dinerstein Reed Prokop Education Center opened, offering state-of-the-art technology facilities to students and members. HAA began participating in NAA’s Maintenance Mania competition with 76 local competitors. Since that time, the now annual event has grown to include about 300 participants. In 2019, over 300 participants competed in Maintenance Mania and over 300 people attended as spectators. The afternoon competition has featured timed challenges such as door jamb installation, toilet repair or the deceptively tricky “blind tool ID.” 2010 HAA NEXT, the special interest group for the industry’s young professionals, launches and holds its first Mix n Mingle. The Certified Apartment Manager credential introduced the two-part online exam in lieu of the previous community analysis project. 2011 HAA becomes a community partner with the University of Houston in its Graduate Real Estate Program. For the first time, HAA sent a Houston representative to the NAA’s National Maintenance Mania championship. That representative was Rolando Valdez, who worked for WRH Realty. He traveled all the way to Las Vegas to compete.

2012 The Rental Owners Course is reintroduced as a credential course, Independent Rental Owners Professional, requiring an exam and became the sixth credential program offered by HAA annually. 2013 HAA NEXT held its first HAA Political Action Committee fundraiser, the “PAC Man Party” at a local adult arcade. HAA NEXT raised $7,000 for the local HAAPAC. 2014 The online version of Leasing 101 was refreshed with new technology allowing for a better representation of the classroom experience. 2015 HAA lobbied successfully to include the addition of a Spanish language version of the Certified Apartment Maintenance Technician exam. 2016 In a workforce development initiative and in partnership with Goodwill Houston, the first cohort of the Certified Apartment Maintenance Technician course was held at Goodwill’s Job Connection Center. The HAA Outreach Department hosted legal seminars in Pearland and The Woodlands. This was the first time HAF education was delivered to HAA members outside of the HAA education center and Houston’s city limits.

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2017 For the first time, HAA NEXT was represented at the Texas Apartment Association Day at the Capitol, with more than 25 young professional members arriving to Austin by bus for a day of political lobbying. HAA Outreach continued to provide education outside of the city limits by bringing five fair housing seminars to Lake Jackson, Baytown, Katy and The Woodlands. 2018 HAA NEXT hosted a record-breaking HAA Political Action Committee fundraiser, The HAAPAC Spelling Bee. HAA Outreach brought four Leasing 101 seminars and four Redbook seminars to HAAâ&#x20AC;&#x2122;s 12-county service area. 2019 After nearly 15 years, the continuing education series, APPLE, was rebranded to Avenues, which includes the addition of a Supplier Track of study. The Certified Apartment Maintenance Technician credential course was offered for the first time entirely in Spanish.

2000s

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In addition to legal seminars, fair housing seminars and the Leasing 101 course, HAA Outreach brought more education opportunities to HAA’s 12-county service area with Avenues programs led by national speakers. 2020 As the coronavirus (COVID-19) pandemic reshaped the way people learn, the HAA Education Department adapted to best fit the needs of HAA members across the vast Houston area by transitioning its education offerings to a virtual platform. Amid the pandemic, video equipment was installed in the building to broadcast classes to home viewers “from the podium.” The HAF has also hosted free weekly, virtual webinars to HAA members, where the speakers and audience can lead and watch from the safety of their homes.

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Houston representative, Carlos Alvarez with 7 Seventy, a Francis Property Management community, placed second in NAA’s National Maintenance Mania championship, which was held as a virtual event due to COVID-19.

Over the coming decades, education will continue to shift, and the HAF will continue to adapt with it. Thank you to all who have financially supported the HAF, who have volunteered to teach classes over the years and who have served on committees that have influenced HAA education.

2020 …

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Maintaining Resiliency

During COVID-19 Learn how to manage heightened stress and anxiety while managing your property. By

Without a doubt, this year been an emotional roller coaster for many people. To say we have been experiencing heightened stress and anxiety may seem like an understatement to many. Taking a step back and acknowledging the heightened stress levels and the increased anxiety is the first step to working with the stress and anxiety and using it to support your resiliency.

www.haaonline.org

MOLLIE WITT, CAM, CAPS, Venterra Realty

â&#x20AC;&#x153;R

esilience is based on compassion for ourselves and compassion for others,â&#x20AC;? is a famous quote by the New York Times bestselling author Sharon Salzberg. During the current climate that we are all experiencing, this quote really resonates and reminds me of our industry. Since the onset of the COVID-19 pandemic, our industry has experienced one change after another. All of our normal day-today functions have been disrupted, and once we get used to one disruption, another change follows right behind it. With each change, there has been an adjustment required on our part, but our original goal to operate our apartment communities to the best of our abilities has never changed. Resiliency is required to navigate the ever-changing environment successfully. Breaking down the quote from Salzberg, resilience is having compassion for ourselves and for others. So, how do we do this? In order to exercise resilience, we must understand and address how we are feeling while remembering to care for ourselves. Then, we must do that again for our residents by understanding and addressing how they are feeling, while remembering to care for them. Without a doubt, this year been an emotional roller coaster for many people. To say we have been experiencing heightened stress and anxiety may seem like an understatement to many. Taking a step back and acknowledging the heightened stress levels and the increased anxiety is the first step to working with the stress and anxiety and using it to support your resiliency. In the moment that the stress and anxiety start to rear their heads, mentally take a step back and acknowledge what you are feeling. Put a name to the feeling or sensation. This will allow you to remain in control while still recognizing what is happening. Naming your September 2020

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In times of increased stress and anxiety, self-care is one of the most impactful things that we can do, but it is also usually the first thing we forget to do. Taking a moment for yourself is actually something that allows you to be able to get through the stress and be there for others.

feelings can make the difference between you controlling the emotion and the emotion controlling you. Taking this a step further by trying to connect the emotion to the source really helps you to be stronger than the emotion you are feeling in that moment. Finally, tell yourself what your future self can do to try to prevent this. Here is an example: You just had a difficult phone call, and your heart is beating faster than normal. Once the realization happens, acknowledge the faster heart beat and name it. â&#x20AC;&#x153;I feel my heart beating faster than normal, and I know that this is a sign of anxiety. I am anxious because a resident just yelled at me on the phone because they stepped in dog mess. I acknowledge that I can take an additional five minutes tomorrow to walk the property when I open so I can try to prevent this from happening again.â&#x20AC;? Doing these few things allow you to control your emotions and remain resilient, versus being at the mercy of that emotion. In times of increased stress and anxiety, selfcare is one of the most impactful things that we can do, but it is also usually the first thing we forget to do. Taking a moment for yourself is actually something that allows you to be able to get through the stress and be there for others. Imagine yourself as a jug that is empty. Not only is there no water available for anyone who is thirsty, but you as the jug are not even holding water. Holding water is the one job that the jug has. In order to do your job, or to even be assistance to others, we have to make sure that we are filling our jug. Filling a jug is not hard, it just takes a moment to do! What is something that will figuratively fill your jug? Maybe a walk around the block? Maybe getting in your car and having lunch in your car at a park or lake? Maybe just listening to that one song that pumps you up. These are all things that we can do each day that help us keep our jug full so that we can pour out to our jobs and our residents. And when our jug is full from the start, it allows us

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to be able to pour into another when they need it the most. Keeping your jug full is a surefire way to build some resilience. Now that you are able to recognize how you are feeling and understand the increased anxiety within yourself, acknowledge that your resident is probably going through a very similar experience with COVID-19. They may not work in our industry, but that does not mean COVID-19 is not affecting their work life. That same emotional roller coaster that we have been on for the last five months, they have been on it as well, just sitting in another roller coaster car. Many of us have encountered that resident who just does not want to adhere to the guidelines and recommendations and are not afraid to protest their dislike of masks to us. We are not in a position to overrule the medical expert recommendations, and we need to understand that their reaction in a stressful time may not be a true reflection of who they are as a person. Remembering that your resident is human will help you remember to not define them by their momentary reaction to their environment. Their heightened stress and anxiety may manifest as behaviors they would not normally display. As long as we remember that we are all in this together, it will allow you get to the root of what your resident wants and expects from you in the moment. Remembering to see your resident as another human who is under extreme amounts of stress will allow you to breathe and get through the potentially uncomfortable moment with more resilience. Our job is to help our residents. They have a need and we have a solution. We would not be anywhere without our residents. So, we need to work to make sure that they feel taken care of and as comfortable as possible in all of our interactions. Your resident may be at the end of their rope by the time they get to you, but that should not change the fact that we are able to offer genuine care and concern while working to find a solution to what is bothering them. If

they are not acting as the best version of themselves, that does not mean that we cannot act with our best versions of ourselves. Acknowledging the things in the world that they have been through and meeting them with genuine compassion and care will not only allow them to leave with satisfaction, but it will also make you that much more resilient through this current normal that we are operating within. Instance by instance, you will build confidence in your abilities to get through this current normal with your residents. Caring for your residents and understanding how they are feeling but also offering yourself the same are how you will maintain the resilience needed to weather the continuous changing environment and the current normal. Acknowledging the emotions that you feel, and doing the same for your residents, will allow you to step back and get through the stress. When we are able to get through the stress time and time again, while simultaneously meeting and exceeding the expectations at work, is when we can truly call ourselves resilient. But in order to consistently get through those moments of happiness and moments of stress that make our day, we must remember to acknowledge what is happening within ourselves and realize that our residents are going through a very similar experience. Mollie Witt, CAM, CAPS is a regional trainer at Venterra Realty with almost 11 years of experience in the multifamily housing industry. Witt has a passion for learning and spreading knowledge and has shown this through volunteering to facilitate NALP certifications through the Houston Apartment Association. She also has a passion for serving the community and holds two regular volunteer positions with Ronald McDonald House at the Texas Childrenâ&#x20AC;&#x2122;s Hospital in the Medical Center and as a Sunday school teacher at her church. www.haaonline.org

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5 Ways to Boost

Your Mental Health During COVID-19 We are most vulnerable in times like these. It is also where resilience is built. By

ANNE GRADY, Anne Grady Group

D This is the time to connect and build relationships. You may not be able to share the same physical space, but virtual video connection is the next best thing. Check on family who live alone, reconnect with old friends and encourage your kids to utilize technology to stay connected.

www.haaonline.org

uring this time of global uncertainty and instability, we have to make a concerted effort to protect our mental health because there are so many ways that life during a pandemic takes a toll on our emotional well-being. In communities across the country, families are facing the challenges arising from this pandemic with stressors that are as unique to each individual as they are universal in their impact. Finances, illness, loneliness, unemployment, and home-schooling (just to name a few) put a strain on our mental health. We are most vulnerable in times like these. It is also where resilience is built. Life has just given you an opportunity to get stronger – don’t waste it. This is the time to focus on your mental health, well-being and resilience. Here are 5 ways to boost your mental health during COVID-19: #1 – Physical Distance and Social Connection Humans are social creatures with emotional needs for relationships and positive connections to others. Our social brains crave companionship. We are not meant to survive, let alone thrive, in isolation. Studies have found that loneliness is toxic – in fact, it has the same effect on our bodies as smoking fifteen cigarettes a day. During the coronavirus (COVID-19) pandemic, depression and anxiety have increased dramatically, in large part due to social distancing. It is easy to forget that social distance does not have to mean social isolation. This is the time to connect and build relationships. You may not be able to share the same physical space, but virtual video connection is the next best thing. Check on family who live alone, reconnect with old friends and encourage your kids to utilize technology to stay connected. We feed off of the body language of others, so platforms like Zoom, FaceTime and Skype that allow us to “see” those who are most important to us provides the happiness boost from connection with others that is crucial to our health and mental well-being, and a key element to building resilience. September 2020

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Depression isn’t just sadness, and anxiety is not something to be taken lightly. Mental illness is not a choice, but because you can’t always “see” it, it’s easy to overlook. It’s also easy to get angry with the people in our lives who suffer from mental illness. … Rather than passing judgment, try to understand, empathize, and offer support. Stay physically distant but socially connected. Take time to reach out to someone this week who may need a word of encouragement. We are stronger together. #2 – Offer Support, Not Judgment Depression isn’t just sadness, and anxiety is not something to be taken lightly. Mental illness is not a choice, but because you can’t always “see” it, it’s easy to overlook. It’s also easy to get angry with the people in our lives who suffer from mental illness. They can be irritable, forgetful, irrational and difficult. Mental illness is isolating, overwhelming and scary. Rather than passing judgment, try to understand, empathize, and offer support. Two weeks ago, I interviewed my dear friend Karen Ranus, who is the executive director of NAMI Central Texas, on Facebook Live. She’s also a mom inspired and challenged by heartbreak to play an active role in changing the way we address mental health. We talked about our daughters, hers graduating from college, mine graduating from high school, and the extreme disappointment they feel as they miss experiences they have prepared for and dreamed about. Whether it’s not being able to find your favorite brand of toilet paper or missing a defining life event, Karen identified what many of us are experiencing as “collective grieving,” which simply means grieving the loss of the little things in our lives. Allowing ourselves the time and space to grieve is not a luxury, it is a requirement for resilience, and necessary for our mental health. If someone comes to you to share how they are feeling, simply make space for them. We try to cheer people up, but people just want to be heard. Your job isn’t to fix a problem, it’s to provide a safe space. #3 – Practice Mind Over Moment I have been preparing for this moment for the last two decades. Raising Evan has been my resilience-building breeding ground. I have

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learned how to build my resilience muscle out of necessity. Whether it is in this time of crisis or our normal hectic lives, life has become increasingly complicated. Proactively build your mental health and resilience by practicing Mind Over Moment. Mind Over Moment is a science-based approach I developed that utilizes the idea of mindfulness to help you break out of reactivity, strengthen your resilience and live your life on purpose. (It is also the title of my new book!) When we practice these habits, beliefs and behaviors, we empower ourselves to get beyond the moments that urgently trigger our brains to react, and allow ourselves to stop, take charge of our thoughts and reroute our fight-or-flight way of thinking. In other words, we can train our minds to be more resilient. I use these skills every day because, let’s face it, life is unpredictable at best, and I want to do whatever I can to get that extra push to get through the challenging and messy stuff. Most of us react through life directionless and end up where we are headed. Mind Over Moment means paying attention—in each moment—to decisions you are otherwise making unwittingly so you can create the life you truly deserve. The goal is to continually bring yourself back to what matters most in your life. #4 – Find Purpose and Meaning Research has proven that having purpose in life predicts both health and longevity, suggesting that the ability to find meaning from life’s experiences, especially when confronting challenges, may be a mechanism underlying mental and emotional health. A sense of purpose can also strengthen your immune system, relieve stress and even minimize pain. Everyone derives meaning and purpose in different ways, but it really is as simple as answering the question, “What is meaningful to you?” You may think of it as a way to your north star, your reason for being or simply a reason to get out of bed in the morning. You also might find meaning snuggling with your dogs, reading

to your kids or cooking. Don’t overcomplicate it. The bottom line is that resilient people possess a clear sense of meaning and purpose that enables them to stay the course even when things get tough. It’s much harder to feel defeated when you have a deep sense of meaning for what you’re working toward. What drives you? Where can you make a difference? How can you use your unique gifts to help others? #5 – Know When to Seek Help Living with a child that suffers from mental illness is the hardest thing I have ever done, and it truly tests the meaning of unconditional love. As Evan’s illness has progressed, I have explored, researched and learned about information that I otherwise would not have pursued. We live in a culture that isn’t comfortable talking about mental illness, nor do we see it as the health crisis that it is. While we are gaining traction, there is still a long road ahead to reduce the stigma that is attached to it. I first got involved with the National Alliance on Mental Illness (NAMI) in 2007. My son Evan, now 17, was just four years old at the time and already on his first antipsychotic medication (I share our story in my TEDxTalk). I was a single mother, and I had no idea what to do or where to go, so I enrolled in a free class. The education, advocacy and support I received changed the trajectory of my life and my purpose. If you’ve made consistent efforts to improve your mental and emotional health and are still having trouble functioning optimally at home, work or in your relationships, it may be time to seek professional help. There is NO shame in admitting you or a loved one is struggling. Please don’t wait until you or someone you love is in crisis before you ask for or offer help and support. No one can do this alone. You have everything you need. Knowledge is power, and the more we know about mental health and illness, the more we are able to find treatment and recovery options. / See Resilience, Page 65 www.haaonline.org

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QR Codes –

A Powerful Remote Leasing Tool The apartment industry can utilize QR like many other industries to manage a contactless and remote resident experience. By

TONI BLAKE, TotallyToni.com

any restaurants have upgraded their digital systems to offer Quick Response codes, or QR codes, for their guests to safely order or even pay for food without having a physical exchange with employees. Their smart phone links to the menu or other marketing messages in real-time, which has helped many marketing teams navigate these challenging marketing times. QR codes are a type of matrix barcode that were actually first designed in 1994 for the automotive industry in Japan. A barcode is a machine-readable optical label that contains information about the item to which it is attached. According to a recent survey by Statista, in the U.S. alone, an estimated 11 million households will scan a QR code in 2020. The paperless convenience of QR codes make them popular today in museum tours, as movie tickets, as concert tickets and as airplane tickets. QR codes allow multifamily communities to link their customers to online applications, floor plans and other key marketing elements that support the leasing decision. QR Codes are Effective Nearly 90% of the world's population has access to highspeed internet. iPhones have a built-in QR reader in the camera app and Android access is easy through Snapchat. A smartphone can scan a QR in nanoseconds and produce a direct link to your online application, floor plans and solutions for overcoming the objection. QR codes can hold more data than barcodes, up to 2,000 characters in a small marketing space. They are small, free and flexible with smooth, fast access for the consumer. These are just a few of the reasons many industries use QR codes to manage a contactless, remote client experience. QR Codes are Flexible Once created, the URL link can be changed. QR codes are customizable, attractive and useful. Dynamic QR codes have flexible destination URLs. These URLs can be scheduled or changed

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according to time, device and location. After printing and putting them in place, the flexibility of QR codes makes them a perfect choice for printable, remote leasing tools. QR code scanners can read from over 3 feet away, providing the user more flexibility in their use. QR Codes are FREE! It's in the budget! Free QR builders are available online that allow you to customize to your brand. You can adjust the color, size, shape and even add your company logo. It’s hard to resist a marketing idea that is eye-catching and FREE. Explore my favorite, QRMonkey.com. Why are QR codes important? Today, our leasing immediacy and quickness directly impacts our leasing conversion success and economic occupancy. QR stands for Quick Response for a reason. Nothing could be more critical in today's remote leasing environment. I have designed remote leasing staging around the goal of effectively closing on the first visit. No one has time to waste today. Our directive should facilitate a customer experience that supports their decision process during the first visit. Google hired the Nielson Group to do a survey on the Mobile Path to Purchase, which included five key findings. The fourth was immediacy. More than half, 55% of the consumers on the mobile path to purchase wanted to purchase within an hour, while 83% wanted to purchase within a day. The faster the response, the more effective the leasing conversion. Salesforce Data suggests that following up within one minute improves on the conversion rate by 391%. After just two minutes it drops to 160%, and after one day it drops to 17%. Assumptive Closing Try aggressively training leasing teams to close on the first contact. Online research allows consumers to build a preliminary shortlist. Prospect residents connect with leasing teams after they have already chosen our community. Once they conSeptember 2020

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QR stands for Quick Response for a reason. Nothing could be more critical in today's remote leasing environment. nect with your team, you want to move to the top of their list and become their new address. Real-time engagement! Gallup Poll research shows that fully engaged customer experience represents 23% more revenue, and by this year the customer experience will overtake price and product as the key brand differentiator. How are you going to differentiate? QR codes create an engaging experience that overcomes objections in real-time during the tour, providing your customer experience with a market advantage. Overcoming objections with a QR code solution gives the prospect resident an instant link to see a furniture design, organizational, resource or service provider to solve the problem. It turns a no or a maybe into an immediate yes. Shopping Generates a Sense of Ownership A QR code remote leasing plan may include a printed card or signage that includes an image, description, dimensions and a QR link to the perfect solution. To overcome an objection, leasing agents will often make design suggestions and share shopping ideas. QR codes give your future resident a quick solution on their mobile device. Call to action: Make a list of ideas you have shared in your tour. Moving Coupons are an Added Value I love to talk about moving. Often, a quick conversation focused on the details involved in moving creates a sense of urgency. Residents can't do anything until they have secured their new address. My favorite way to discuss moving is to locate and provide a "Day ONE Pass." Moving day is one of the most stressful days in a resident’s life. We find local businesses to provide discounted meals, storage, moving supplies, boxes, spa products and any relief we can to help on day one in their new home. This could be featured in the apartment with QR codes to coupons, meal discounts, truck rental discounts and more. Local QR Code Success Story Since ABODE’s audience is Houston-area apartment owners, I’m going to share how a QR code helped the Heights at Park Row lease units that had been vacant for over 300 days.

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The team at the Heights at Park Row was struggling with a particular floor plan. Built in 2014, this apartment community is perfectly positioned in the Energy Corridor of Houston, with an astounding selection of 13 unique floor plans. Developers used carpet and enclosed the patio on a few floor plans, which was causing pushback from prospects. We investigated a QR that would provide a prospect with reason to rent a carpeted, enclosed patio unit. The decision was to point them to the weather. Weather-us.com gave a quick link to the average monthly humidity in Houston. I love to lease with numbers. I think they bring things into focus. There are over half-a-million minutes a year. We asked the question, how many honestly are inspired to sit outside in Houston? I love to add the leasing team's smiling faces to our staging messages, along with a new definition. They called the room with the enclosed patio a sunroom, they added a Hawaiian theme and renamed it a Lanai, which is an island in Hawaii and we added a QR code for a YouTube video on how to make a blue Hawaiian cocktail and gave a bottle of Blue Curacao as a move-in gift. I donated a few of my best remote leasing tools and we staged with a new story. The newly inspired leasing team leased two of the three targeted apartments the first week. Bonus marketing idea: You can build an album on Facebook featuring a floorplan with the shopping QR codes. Facebook photo albums allow people to look at this floorplan to see the QR ideas, along with a call button, message button and phone number—a great way to engage a call to action. Toni Blake is a touring speaker with the Apartment All Stars and owner of TotallyToni.com. She is celebrating over four decades in property management and is one of three living recipients of the Multifamily PRO Industry Legend Award. Blake is a popular guest on industry radio and podcasts. She has hosted many of the top industry awards shows and has been featured as a speaker at the top industry local, state and national conferences.

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A Birthday Milestone We’ll Never Forget! And a message that lasts forever.

ars e y 0 6 e t Celebra being y b A A H of he t f o t r ry a pa a s r e v i nn A E D O AB . n o i t i d E Special HAA turns 60 years old in 2020 aka the year of the COVID-19 pandemic! We can’t do all the things we planned to do to commemorate this special occasion, but one thing we can do to is publish a 60th Anniversary Special Edition of ABODE for the November issue. We will fill the pages with stories and pictures about HAA’s history and you can be a part of this special edition by purchasing “Tribute Space” to send a heartfelt message out to all HAA members to honor this milestone. Tribute space will be available in a variety of sizes – full page, half page, quarter page and business card size. Inquire with asherbondy@haaonline.org for rates and options. Space is limited. The deadline for reservations is September 30, or until the spaces are full, whichever happens first. Artwork is due October 10. Be a part of history! Reserve your space today.

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Let’s talk about something extremely common during this pandemic when it comes to plumbing: stoppages. With more and more people home every day, this is bound to happen. It will often leave you and your onsite staff saying, “Pump the breaks. They flushed what?!” (You have seen your fair share of flushed

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“finds,” I am sure.)

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Overwhelming maintenance requests got you down during the pandemic? You’ve got this! YOU ARE MULTIFAMILY STRONG!

Preventative Plumbing When work orders are piling up, maintain your plumbing with these tips. By

CANDIS MOHR, CAS, AAA Plumbers

t’s no surprise that the number of maintenance requests have increased since the beginning of the pandemic. With more people working from home with nowhere to go, there’s more pressure on your onsite staff to complete the flooding requests in a timely manner. This means more water usage, stoppages and more strain on the bones of your property, the pipes. You may be thinking, how can we eliminate some of these maintenance requests? Here are some helpful tips that we recommend implementing into your monthly maintenance routines that can save you time and money. Preventative Boiler Maintenance Maintain maintenance. (Don’t be like me when I was 16 years old, thinking my car would maintain itself.) Regular maintenance on all the machines we use are critical to the efficiency and life of the product. In order to preserve the life of the highly expensive piece of machinery that works endlessly for you day in and day out, the following is recommended: Walking into your boiler room and taking a quick examination can save you a lot of money. When scanning your boiler, look for leaking pumps. If you notice a leak early on, this could be an inexpensive fix compared to a costly one. Low NOx boilers provide improved energy efficiency and lower emissions of nitrous oxides. If you have this relatively newer style of boiler, you will need to make sure that you are providing a monthly maintenance by cleaning the filters. Make sure that you are keeping up with your maintenance so that your boiler will run at peak efficiency. Contact your plumber to see if they offer a yearly boiler maintenance program. Yearly boiler maintenance programs could

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When going out on a call to jet stopped up lines, we are seeing that sanitary wipes are one of the main causes for blockages. The most logical fix here is preventative. A kind reminder is always nice, informing your residents that there is no such thing as a “flushable wipe” that is appropriate for your pipes.

include inspections of the boiler for cracks and damage, cleaning of the burners and filters, inspecting check valves and tubes, checking for leaks and giving any recommendations on repairs for extending the life of your boiler. STOPpages! Let’s talk about something extremely common during this pandemic when it comes to plumbing: stoppages. With more and more people home every day, this is bound to happen. It will often leave you and your onsite staff saying, “Pump the breaks. They flushed what?!” (You have seen your fair share of flushed “finds,” I am sure.) When going out on a call to jet stopped up lines, we are seeing that sanitary wipes are one of the main causes for blockages. The most logical fix here is preventative. A kind reminder is always nice, informing your residents that there is no such thing as a “flushable wipe” that is appropriate for your pipes. Even if the packaging says they are flushable, the packaging doesn’t mention the compiled damage they bring. This simple fix can eliminate a disruptive backup for multiple buildings on your property. It can also relieve the expense that comes with calling a plumber to snake the lines. With that being said, we recommend using a degreaser as a preventive measure because once you have stoppages, it’s time to call your plumber. Degreasers can be purchased from your plumber or any maintenance supply company.

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Constant water flowing in the cleanout? Higher water usage is to be expected during this time. When looking in your cleanout, if you notice an abnormal amount of flowing water, you may want to check something before calling your plumber out. The water flowing through your cleanout should be a small constant, but it should not be excessive. If you are experiencing an excessive amount of waterflow, you may notice an increase in your water bill. More often than not, we have found that this is a simple fix. You may want to check your toilets. Unlike the sound that many of us are used to when a toilet runs, Fluidmaster fill valves are known to be much quieter. Make sure that the fill valve is adjusted properly so it is not wasting water into the overflow. Upon installation, this is a very easy and overlooked step that could be costly. This may sound minimal, but when you have multiple toilets running from a simple fix like this, it will increase your water usage. Plumbing got you puzzled? At the end of the day, if something leaves you puzzled when it comes to the bones of your property (the plumbing), leave it to the professionals. Often times we, as human beings, tend to take on every role possible. Lacking the knowledge or education can cause us more frustration and/or money in the long run. Call your plumber and ask questions. If the job seems too big, ask them to come out for a service call. We want for your community to run at peak efficiency

and we are here to help as the experts in all things plumbing. Together, we are MULTIFAMILY STRONG! Candis Mohr is the second generation of AAA Plumbers, started by her father in 1984. Mohr is the marketing and operations assistant for AAA Plumbers, where she has worked for seven years in marketing. Her HAA involvement began just a year after she joined AAA Plumbers, in 2013. Mohr has a bachelor’s degree from Sam Houston State University and earned her Certified Apartment Supplier from the National Apartment Association in 2014. Mohr is the treasurer for HAA’s Product Service Council and a vice president for HAA’s Ambassador ONE Society. She sits on various HAA committees such as the Chili Cook-Off Committee, the Expo Committee, the Street Team Committee and the HAA Political Action Steering Committee. She’s involved with the Political Action Committee as a PAC Century Club member and she’s also on the HAA NEXT Committee. Mohr can be reached at candismohr@aaaplumbers.com. You can also learn more about AAA Plumbers and its services by visiting www.aaaplumbers.com.

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If your property uses physical keys (or smart tokens that function similarly to keys), how do you manage these hand-offs while maintaining social distancing?

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Adapting your key control procedures during COVID-19. By

CARL HANLY, CAS, KeyTrak Regional Manager

OVID-19 has forced businesses to adapt how they operate, and the multifamily industry is no exception. Despite many leasing offices being closed, except by appointment only, the hustle and bustle hasn’t stopped — it has only changed. Whether it’s vendors needing access to apartments, new residents moving in or a leasing agent showing a vacant unit, keys frequently change hands at an apartment community. With the social distancing restrictions required to prevent the spread of COVID-19, operations that require close interpersonal contact and frequent handling of high-touch surfaces, like keys, has become complicated. If your property uses physical keys (or smart tokens that function similarly to keys), how do you manage these hand-offs while maintaining social distancing? Take Advantage of Video Offering prerecorded videos can help cut down on the traffic through your property while keeping prospects engaged in the leasing process. Film tours of your model apartment, any empty units, the building exterior and amenities. Before you shoot your videos, think about the questions people ask most: How big are the bedrooms? How secure is the property? What changes am I allowed to make when decorating? Where will I park? Be sure to address these questions during your tour and show off the features that set the space apart, like a stunning view, oversized closets or a large kitchen. For a more personalized experience, take prospects on live video tours using Zoom, FaceTime, Skype or whatever platform the person prefers. The prospect will have the chance to ask questions or spend time looking at whatever part of the apartment they’re interested in. However, you’ll be able to maintain a safe distance without the complications of self-led tours. Plan Ahead for Granting Access to Apartments As helpful as video is, some people want to see the property for themselves before signing a lease. In other situations, like vendors needing to work in the apartment or new residents moving in, there’s no way around the www.haaonline.org

fact that you’ll need to provide physical access to the apartment. In these scenarios, you have a few options: 1. Place the key in a predetermined location, such as under a mat or in the door, leaving the apartment door locked. 2. Unlock the unit a few minutes before the appointment time and let the person know how long they have to be in the apartment. 3. Provide access as you normally would. The downside of the first option is that the key isn’t secure, and there’s always the risk that someone other than the intended recipient could find and use the key. With the second option, the key never leaves your hands, but leaving the unit unlocked is, of course, a liability. If you have security cameras that provide a view of apartment doors, you may feel more comfortable with one of the first two options. With the third option, you can maintain control of the key without leaving apartments unlocked and unattended. To protect all parties, everyone should remain at least 6 feet apart and wear masks. Regardless of how you choose to manage apartment access, communication is key. Let the rest of the property team know about scheduled appointments, revised policies, etc. Give visitors clear instructions, preferably in writing, about where to go, what to do and what the timeline will be. Keep Track of Keys Whenever an employee removes a key, it’s critical to have a verifiable record of when they took it, why they needed it and when it was returned. To ensure keys are available and accessible when someone needs them, make sure only authorized employees remove them. It’s ideal to manage keys with an electronic key control system that automatically authenticates users and records when each key is removed, but you should at least keep keys in a locked area only employees can access. Not only are these measures security best practices, but employees will know who has a key at any given time. This is especially important if employees are still working remotely and coming onsite specifically for scheduled appointments. It would be inefficient and frustrating for them to make a special trip to the property only to discover the key they need isn’t available. In addition, if your records are inaccu-

rate, it’ll be difficult to investigate situations where a key has been lost or misused. Take Sanitary Precautions The Centers for Disease Control recommends frequently cleaning and disinfecting high-touch surfaces using products approved by the Environmental Protection Agency. That includes all doorknobs, light switches, faucets, appliance handles and counters in an apartment and in the leasing office. You’ll want to do the same for your keys and technology such as smart tokens, key control systems, computers and computer accessories. To avoid damaging electronics, follow the manufacturer’s guidelines. Many technology providers specifically recommend against using certain types of cleaners, such as highly concentrated alcohol (above 70%), bleach or ammonia solutions. If you have a central location where someone will be retrieving keys, such as from an electronic key control system, consider setting out the appropriate cleaning supplies along with a brief flyer with cleaning instructions so employees can clean and disinfect keys and equipment immediately after handling them. Also encourage employees to regularly wash their hands for at least 20 seconds or use hand sanitizer. Without a doubt, the industry will continue to evolve and adapt, pandemic or not. The key to rising above the challenges you face is prioritizing the health and safety of your residents and employees while taking steps to reduce your property’s liability. Carl Hanly is a regional manager with KeyTrak, Inc., where he has worked for 20 years. He specializes in helping multifamily housing, student housing, military housing and corporate housing clients conveniently minimize risks associated with managing their resident keys. He has received his Certified Apartment Supplier (CAS) accreditation from the National Apartment Association (NAA) and has completed NAA’s Leadership Lyceum training. He is actively involved with the NAA National Supplier Council.

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DIY A/C Fixes With increasing maintenance requests and overwhelmed maintenance techs, here are some ways you and your resident can work together to resolve air conditioning issues. By

MICHELLE BRIDGES, CAS, Century A/C Supply

F We are all trying to do our part to support our industry. This article offers ways you can help your residents with air conditioning issues. By asking residents a few simple questions, you can eliminate the simplest air conditioning problems, make the most of your maintenance technician’s time, help them to diagnose outside of a residence and may even help the resident to solve the problem themselves.

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irst, I would like to take a moment to honor the frontline workers of the apartment industry – the onsite and maintenance staff. In a time when most people are working hard to just keep their households in order, the multifamily industry’s frontline workers are supporting a large portion of our city’s population. Thank you for your hard work. What you do matters. It makes our world a better place. We are all trying to do our part to support our industry. This article offers ways you can help your residents with air conditioning issues. By asking residents a few simple questions, you can eliminate the simplest air conditioning problems, make the most of your maintenance technician’s time, help them to diagnose outside of a residence and may even help the resident to solve the problem themselves. Thermostats There are mechanical and digital thermostats, with either buttons or levers. Wi-Fi thermostats have the same features but they’re more complicated and may require additional questions. It’s probably best to have one of your maintenance superstars go over these features for the thermostats on your property. When a resident says that their air conditioner is not cooling, ask the resident to go to the thermostat to check that it’s set on cool. The other options are heat and off. (Unless the complaint is about the heater not working, then heat would be the proper setting.) You want the resident to make sure that the their air conditioner is set on cool and not set on off. This probably seems pretty basic but it is not unusual to resolve the problem by simply setting the thermostat correctly. The next question you want to ask your resident with an air conditioning complaint is about the fan control. The setting choices are on and auto. The auto setting allows the fan to cycle on and off, which will save electricity. When assessing the system, we want to turn the thermostat to on. You can tell the resident to turn it back to auto when the issue is resolved. The third thermostat-related question concerns the actual temperature setting. It is critical that residents have the thermostat set at a temperature that is cooler than the actual room temperaSeptember 2020

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If you and the resident were not able to solve the problem yourselves, make good notes for the maintenance tech to follow up. ture. This should cause the thermostat to call for cooling and turn on the system. If the thermostat is set at the same temperature or one higher than the room, it will think it has done its job and remain silent. Once you determined that all of the settings are correct, the final question related to the thermostat is, how long has the thermostat has been set this way? Air conditioning systems need at least 20 minutes to begin to cool down the living space. If any of the settings on the thermostat were changed during the first three questions, it is important to wait those 20 minutes to see if there will be any progress. Depending on the heat load in the space, the air conditioner may need hours to make it truly comfortable, but more about that later. Is the air conditioner filter clean? When the thermostat settings are all confirmed, it is time to check the indoor air flow. One simple thing that can cause an air conditioner to underperform is a dirty air filter, because it staves the system of incoming air. Ask the resident when the last time it was changed and request they make a visual inspection of the filter. Air filters get dirty when there are people and pets in the space, but also when there is cooking, dust, smoking, candles, etc. Many things in our everyday lives will cause an air filter to become dirty. Air filters might become dirty faster since people are spending more time at home. If the filter is visibly dirty, it needs to be replaced to ensure it is not limiting air flow. Next we want to see if the inside blower motor is working. Ask the resident to put their hand in front of a vent in the ceiling or

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wall, to see if air is coming out. You want to make sure that they are not checking where the filter is, since that is where air is supposed to be going in, not coming out. If there is no air coming out of the vent, have the resident check that the vent is open, double check that the thermostat is set to on and then have the resident check a different vent. If there is air coming from the second vent and not the first, it could mean that a duct is blocked or has collapsed. If there is no air coming from the second vent, make note of which vents were checked, because maintenance will likely have to go inside the residence to diagnose the problem. If air is coming out of the vents, ask the resident to let you know if it is cooler, warmer or about the same as the air in the room. If the air is warmer, it could mean that the heat strip is engaged or that unconditioned air is being pulled in. When vent air is cooler, it means that the air conditioning system is working but not well. These sorts of problems can frequently be diagnosed and corrected without ever entering the residence. If you and the resident were not able to solve the problem yourselves, make good notes for the maintenance tech to follow up. Here are some notes to include: resident name, unit number, resident phone number, time of call, thermostat settings (if the system is on cool, off or heat; if the fan is on auto or on; what temperature the air-conditioning is set to; what the temperature of the room is; and if itâ&#x20AC;&#x2122;s been set for 20 minutes), and the fan, motor and filter notes (if the air-conditioning filter clean, if there was air blowing out of the vents and if the air was warm or cool).

Just like a doctor asking his or her patients the same questions as the nurse, it makes sense for maintenance technicians to go back over the questions with the resident before entering the residence. If the air conditioner is cooling but it is taking a while, you might want to discuss leaving the thermostat set no higher than 78Â°F when the resident is away from the apartment. Like a car left out in a sunny parking lot gathering heat, an apartment will continue to accumulate heat and humidity when the air conditioner is turned off in the summer. Depending on the temperature outside and length of time the air conditioner is off, it can take hours to dehumidify and cool a living space. If the thermostat is set to 78Â°F, however, it is like parking your car in a covered parking garage. The heat is never able to build up and it will take far less time to have a comfortable living space. In some cases, the electric bill may even be lower because the air conditioner does not have to work so hard. No doubt we are living in an unprecedented time, but with a few simple questions, office staff can support maintenance technicians and help them to avoid or limit the time inside a residence. Michelle Bridges is the vice president of multifamily at Century Air Conditioning Supply. She has over 22 years of experience working for Century A/C Supply. She can be reached at mbridges-pahl@centuryac.com. Century A/C Supply is a Houston-based wholesale distributor of HVAC equipment and supplies. Founded in 1973 by Dennis Bearden, Century A/C Supply is a privately-owned company serving the multifamily industry, residential and commercial air conditioning contractors, schools, government entities and industrial companies throughout the state of Texas. Houston has 13 conveniently located branches with large warehouses and an expansive inventory of air conditioning and heating parts and supplies. Century offers the convenience of twice a day delivery, hosts industry training classes, has top notch technical advisors and is open on Saturdays. Learn more about Century A/C Supply by visiting www.centuryac.com www.haaonline.org

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Do you really know your applicants? Comprehensive applicant screening tools available today can uncover financial and criminal background information. Proper screening can also reveal identity fraud issues, including stolen and fabricated identities, which may result in costly problems. The Houston Apartment Association’s Rental Credit Reporting and CoreLogic have partnered to offer numerous searches in one bundled report with immediate and unlimited inquiry access. RCR provides Houston’s apartment industry with the most effective rental credit reporting tool available. RCR was established in 1977 to solve screening problems HAA founders felt plagued the local apartment industry. RCR has unsurpassed data on resident rental histories in the Houston region and 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.

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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On the Scene Photos submitted by HAA Members National Apartment Association Apartment Onsite Teams Day Wednesday, August 12 HAA members masked up and took to the streets for the first ever NAA Apartment Onsite Teams Day, promoting all the amazing work of our industryâ&#x20AC;&#x2122;s onsite teams. Their dedication and commitment have been amazing and they deserve thanks. HAA Ambassadors, Product Service Council and supplier members assembled, decorated cars and delivered thank you bags to as many HAA-member properties as they could reach in one day. Thanks to all our volunteers and to photographers Sommer Thompson, Laura Lestus, Ryan Weis, Liz Levins, Amanda Kelly, Candis Mohr, Tracey Moore, David Lindley, Kristin McLaughlin, The Park at Woodlake, Texas Inter-Faith Management Corp., Rockridge Park Apartments, Live Oak Apartments, Steepleway Downs, Amherst at CityView, Rockridge Springs and Riviere on MacGregor. For more photos, visit the HAA photo galleries at www.haaonline.org and email your #APTeam photos to comm@haaonline.org.

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On the Scene Photos submitted by HAA Members NAA Apartment Onsite Teams Day

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On the Scene Photos submitted by HAA Members NAA Apartment Onsite Teams Day

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Welcome Mat

Introducing HAA’s NEW MEMBERS

OWNERS

Cangor Apartment Management LLC Jose Canedo P.O. Box 37168 Houston, TX 77237 713-589-6929 Westview Court Apartments

Franco Acquisitions Noe Franco P.O. Box 19392 Houston, TX 77224 713-775-7683 Franco Acquisitions Properties Referred by Del Walmsley Frasier Holdings LLC Cynthia Wilcox 10800 Gosling Road #131091 Spring, TX 77393 281-406-0108 Frasier Holdings LLC Properties Graywood Properties Ginger Bernstein 10919 S Stancliff Road Houston, TX 77099 281-595-1700 Aria at Wilcrest Aria at Stancliff Aria at Kirkwood Heinz Equity Jim Heinz 9434 Thurber Ridge Drive Spring, TX 77379 239-494-0811 Laramar Group Megan Avis 7555 E Hampden Ave. #250 Denver, CO 80231 303-991-6583 Stonehaven Medesta Management LLC Robert A. Schwartz 3002 Sugar Maple Court Friendswood, TX 77546 281-744-3882 Referred by Randa Dick

SUPPLIERS Nascent Realty LLC dba HTX Properties Enshend Johnson Zhuang 945 McKinney St. #13712 Houston, TX 77002 281-816-9800 Nascent Realty LLC dba HTX Properties PROPERTIES Partin Properties LLC Jeff Partin 9831 Whithorn Drive Houston, TX 77095 713-895-8575 Town Creek Village Apts Willow Creek Apartments Willowbend Apartments Willowbend Apartments Phase II REEP Management Jacob Garza Shavano Park, TX 78231 214-850-6723 Candleridge Park Apts Sestra Companies Jasmin Clopton 2700 Post Oak Blvd. Houston, TX 77056 713-999-1199 Balkin 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!”

Allied Powder Coating Ryan Guyton 630 England St Houston, TX 77021 713-741-9779 Coating-Protective -Industrial/Powder, Furniture - Outdoor, Fences Almazan Painting Ricardo Almazan 14419 Waxahachie St. Houston, TX 77015 832-894-7899 Painting Contractors, Resurfacing AlphaGraphics of Central Houston Joel Kurian 7051 Portwest Dr #130 Houston, TX 77024 713-528-2345 Printers, Promotional Products, Signs

Asphalt Maintenance Inc Jim Stinson P.O. Box 2617 Pearland, TX 77588 281-573-1460 Asphalt & Asphalt Products, Concrete Repair, Concrete Stain & Sealer Materials, Parking Area Maintenance & Marking Referred by Donna Farthing 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!”

Blue Eye Defense Jack Danks 423 W. 300 S. Salt Lake City, UT 84101 801-557-2834 Security Guard/Patrol Service, Security Systems Consultant Referred by Donna Farthing

CFI Group Drew Bell 1200 Smith St. #1600 Houston, TX 77002 713-353-5065 Painting Contractors, General Contractors

DreamCoat Cloud Services Joseph Mathew 2525 Robinhood St. #1100 Houston, TX 77005 866-760-3227 Internet Service Provider, IT Services Hiebert Photography & Professional Imaging Mark Hiebert 235 Meadowood Lane San Antonio, TX 78216 281-961-3014 Graphic Designers, Photographers InterSolutions Staffing Kris Burleson 535 Route 38 #201 Cherry Hill, NJ 08002 512-680-4501 Employment Agencies, Concierge Services, Employee ContractorsTemporary Help, Make Ready J Guzman General Remodeling Jacobo Guzman 8100 Bellaire Blvd. #1608 Houston, TX 77036 281-903-0420 Painting Contractors, Resurfacing, Carpet Installation Referred by Terri Clifton Love’s Plumbing Company, Inc Ray Hunt 14365 Hillside Lane Willis, TX 77318 713-204-7838 Plumbing Contractors, Plumbing Drain/Sewer Cleaning Maintenance Management Company of America Sheldon Joiner 2820 Timmons Lane #22934 Houston, TX 77027 832-330-7799 Cleaning Specialists, Janitorial Services Referred by Donna Farthing

McCoy Residential Services LLC Andy McCoy P.O. Box 57566 Webster, TX 77598 832-696-2824 General Contractors, Carpet Cleaning, Tile Cleaning - Refinishing & Sealing, Welding Restoration 1 of Central Houston Grace Medley 215 Webster St #4127 Houston, TX 77002 832-973-2173 Fire/Water Damage Restoration, Mold Remediation Referred by Suan Tinsley Veteran Supply Services Ravi S. Vemulapalli 12000 Martin Luther King Blvd Houston, TX 77048 225-445-3661 Cleaning Compounds, Cleaning Specialists Referred by Zack Gyler Waste Consolidators Inc Kevin Thomas 218 Bronze View Drive Montgomery, TX 77316 832-920-1265 Waste Reduction/Disposal/ Recycling, Trash Hauling, Trash Service - Valet 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!”

ALL SUPPLIER MEMBERS are listed online at haabuyersguide.com, searchable by product/service category or company name. 64

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I wasn’t expecting it at all. I surprised that they nominate said, laughing. “ I’ve been wi business for 15 years. I never anything. For me, if I get my or get it right, I’m satisfied w don’t need recognition. As lo resident and my managemen owner are happy, I’m happy. good experience, though, fee way. I didn’t know that some watching!”

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Resilience, continued from Page 42 Here are just a few resources: https://www.annegradygroup.com/resilienceresources/. A portion of all of my book proceeds goes to the National Alliance on Mental Illness in Central Texas. They use this money to offer free classes, advocacy, support groups and so much more. If you are suffering, know that you are not alone. I know it may feel like it, but you are surrounded by a community of people that love and support you. Don’t forget to put yourself on your priority list. While it may seem overwhelming, it’s about one decision at a time. If you or someone you know needs help, there is no shame in asking for it, and if someone asks you for help, don’t dismiss it. You have everything you need to not only survive obstacles and adversity but to build your mental health along the way. Just remember, your scars are there to remind you of what you have overcome, and every time you fall and get back up, you can add that to the database of things that did not defeat you. P.S. – Get involved. There are numerous mental health organizations that could use volunteers, donations, advocacy and support. Anne Grady is a speaker, author and #TruthBomb dropper. She shares practical strategies that can be applied both personally and professionally to improve relationships, navigate change and triumph over adversity. And she’ll make you laugh while she does it. Grady is a two-time TEDx speaker, and her work has been featured in numerous media outlets, including Harvard Business Review, Entrepreneur, Forbes, Fast Company and Inc. magazine, and more. Anne provides in-person and virtual keynotes and training programs on resilience, leadership, and emotional intelligence and has spoken at the Texas Apartment Association state conference multiple times. She is the best-selling author of “52 Strategies for Life, Love & Work” and “Strong Enough: Choosing Courage, Resilience and Triumph.” Her most recent book is titled “Mind Over Movement: Harness the Power of Resilience.” It is a science-based approach that utilizes the idea of mindfulness to help you break out of reactivity, strengthen your resilience and live your life on purpose. Visit https://www.mindovermoment.com for free resources and to get notified when the book is released.

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The Go-Getters HAA’s MEMBERSHIP RECRUITERS

MEMBERSHIP: ENGAGE! The Go-Getters are still recruiting during challenging times.

What is a Go-Getter? The Go-Getter Club is a year-round membership recruitment drive comprised of individual HAA members who work for owner/management and supplier companies.

Join our Quarterly Meetings! Be the top recruiter for each quarter and win $500 cash! Plus, for each new member you recruit, you’ll earn a chance to win gift cards ranging from $25 to $250! JOIN A TEAM and build relationships with like-minded members. Get involved with Go-Getters and make lasting industry connections. Visit www.haaonline.org/gogetterscorner to get all the information you need.

Recruit all year long! Go-Getter meetings are quarterly: Thursday, September 10 Thursday, December 10 All meetings start at 4 p.m. at Cadillac Bar & Grill or virtual. Visit www.haaonline.org/gogetters for details.

HONORARY LIFE MEMBERS Members who have recruited more than 100 companies Monette Reynolds Claude Arnold Sherry Stevenson Kenn Brown Kirk Tate Tina Cavaco Suan Tinsley Terri Clifton Sonny Unverzagt Kevin Fenn Del Walmsley Diane Gilbert Nancé Wells Anita Harrison H.P. Paul Young Dwayne Henson Jeanne Marie Zublin Dicks Mike Koch Merry Mount

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. 66

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THANK YOU, SPONSORS AAA Plumbers All About Doody Pet Solutions ALN Apartment Data American Fire Systems Inc. ApartmentData.com Best Plumbing LLC Brandt Electrical, A/C & Heating Camp Construction Services Centex Construction Century A/C Supply Chadwell Supply Contractors Inc Corelogic Cotton Commercial USA Inc. Crestmark Construction Earthworks Fidus Construction FSI Construction Inc. Fun Abounds Guardian Construction

Higginbotham Hire Priority Staffing & Executive Search Intersolutions Interstate Restoration LLC Johnstone Supply Leap Loweâ&#x20AC;&#x2122;s Pro MSH LSR Houston Inc Massey Services Inc. Mohawk Industries Redevelopment Services Rinnai Sentriforce Texas Apartment Pool Services Texas Southwest Floors Inc. Texscape Services Valet Living WeDoTrash Yardi Systems Inc. Zuhne

HAA is grateful to our supplier members for supporting the association and the multifamily industry during this challenging time by sponsoring HAA and HAF events. Your continued commitment to HAA allows us to continue to help the apartment industry survive and move forward. We thank you for supporting us.

Together, we are #multifamilystrong.

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The Ambassador ONE Society HAA’s WELCOMING COMMITTEE

FIRST THINGS FIRST

The HAA Ambassadors let us know the first thing they are going to do after COVID-19 …

Mark your calendars and join us! Meetings are held on the first Wednesday of each month virtually. Check our online calendar at www.haaonline.org for the registration link. Dates as of press time. September 2 October 7 November 4 Please check the calendar at www.haaonline.org for updates:

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

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Portfolio Changes The following owner/management companies have added the listed properties to their portfolios: • 118EMurrill Scott: 118EMurrill Scott - Properties, two units at various locations. • Avenue5 Residential: Allora Spring Cypress, 351 units at 4910 Spring Cypress Road, Spring. • Blazer Real Estate Services LLC: Campanile on Commerce, 120 units at 2929 Commerce St. • Brotamonte Realty LLC: Gateway Grove Apartments, 88 units at 315 N. 2nd St., La Porte. • BSR REIT: Broadstone Park West, 370 units at 2219 Greenhouse Road. • BT-Hou LLC: Bayou Palms Apartments, 160 units at 13455 Woodforest Blvd. • CAF Management LLC: Edison, 272 units at 11770 Westheimer Road. • Capstone Real Estate Services Inc.: Briarwest North, 380 units at 1950 Winrock Blvd. and The Retreat at Barbers Hill, 120 units at 10929 Eagle Drive, Mont Belvieu. • Celtic Realty Advisors LLC: Dolce Midtown Apartments, 201 units at 180 W. Gray St. • Core Management Group: Canal Place, 200 units at 2104 Canal St. • DayRise Residential: Rutherford Park Apartments, 114 units at 12433 Tidwell Road. • Foresight Asset Management LLC: Vantage at Conroe, 288 units at 2086 Porter Road, Conroe. • Greystar: Lenox Cear Lake, 380 units at 15500 Middlebrook Drive; Circuit, 311 units at 2424 Capitol St.; Broadstone Sienna Plantation, 330 units at 5222 Avalon Point Missouri City; Broadstone Timbergrove, 342 2717 Minimax Drive; Broadstone Vintage Park, 386 units at 14700 Vintage Preserve Parkway, Broadstone Sawyer Yards, 327 units at 1215 Sawyer St.; Broadstone EaDo, 371 units at 2424 Bell St.; Broadstone Briar Forest, 342 units at 2215 Avenida La Quinta St.; Viridian Design District, 394 units at 7100 Old Katy Road; The Villages of Briar Forest, 241 units at 14504 Briar Forest Drive; The Townhomes at Woodmill Creek, 171 units at 25145 Panther Bend Court, Spring; The Esplanade, zero units at 1 Hermann Museum Circle; Stella at Riverstone, 351 units at 4711 LJ Parkway, Sugar Land; Scotland Yard, 678 units at 2250 Holly Hall St.; Post Oak, 272 units at 3100 Post Oak Blvd.; Pine Creek Ranch, 240 units at 3600 College Park Drive, Conroe; Oaks at Greenview, 300 units at 794 Normandy St.; Metro Midtown, 419 units at 2350 Bagby St.; Memorial Hills, 308 units at 4200 Scotland St.; Highpoint at Cypresswood, 336 units at 13920 Mandolin Drive; Heights Waterworks, A Broadstone Community, 309 units at 515 W. 20th St.; Equinox (TX), 304 units at 2950 Old Spanish Trail; Eleva, 389 units at 1002 Katy Gap Road, Katy; District 28, 299 units at 2828 Old Spanish Trail; Broadstone Woodmill Creek, 380 units at 1835 Woodland Field Xing, Spring; Broadstone Toscano, 474 units at 2900 N. Braeswood Blvd.; Broadstone Summer Street, 375 units at 3030 Summer St.; Broadstone Skyline, 269 units at 707 Saulnier St.; Broadstone New Territory II, 248 units at 5555 New Territory Blvd., Sugar Land; Broadstone New Territory I, 256 units at 5555 New Territory Blvd., Sugar Land; Broadstone Memorial, 401 units at 875 N. Eldridge Parkway; Broadstone Market Station, 328

units at 24002 Colonial Parkway, Katy; Broadstone Lofts at Hermann Park, 380 units at 1 Harmann Park Court; Broadstone Energy Park, 416 units at 880 Highway 6 South; Briar Meadows, 256 units at 1414 S. Dairy Ashford Road; Braeswood Place, 340 units at 3838 N. Braeswood Blvd.; Allora Bella Terra, 342 units at 12240 Bella Terra Center Way, Richmond; 8181 Med Center, 678 units at 8181 Fannin St.; 2626 Fountain View Apartments, 281 units at 2626 Fountain View Drive; and 15th Street Flats, 337 units at 1414 N. Shepherd Drive. • Haven Assets #1 LLC: Shadow Park Apartments, 168 units at 420 Garland Drive, Lake Jackson. • Henry K. Barth: Henry K. Barth - Properties, three units at various locations. • Landmark Management Group: Landmark at Auburn Lakes, 408 units at 5755 W. Rayford Road, Spring. • Lincoln Property Company: The Essex House, 135 units at 3919 Essex Lane. • Mark Early: Mark Early - Properties, one unit at various locations. • Nascent Realty LLC dba HTX Properties: Nascent Realty LLC dba HTX Properties - Properties, 12 units at various locations. • New Hope Housing Inc.: New Hope Housing at Dale Carnegie, 170 units at 7025 Dale Carnegie Lane. • NSJ Homes: NSJ Homes - Properties, one unit at various locations. • Oak Leaf Management Co.: Willowick Townhomes, 24 units at 2100 Willowick Road and Shadow Bay, 232 units at 1700 Baywood Drive, Bay City. • ParaWest Management: The Grove at Pinemont, 412 units at 7200 Pinemont Drive. • Partin Properties LLC: Willowbend Apartments Phase II, 228 units at 9387 FM 1960 Bypass West Road, Humble; Willowbend Apartments, 228 units at 9393 FM 1960 Bypass Road; Willow Creek Apartments, 228 units at 9530 FM 2920 Road, Tomball; and Town Creek Village Apartments, 152 units at 22870 Highway 105 West, Montgomery. • REEP Management: Candleridge Park Apartments, 128 units at 1601 Wooded Pine Drive. • Roscoe Properties: Whispering Winds, 286 units at 2902 Whispering Winds Drive, Pearland; The Oaks of Westchase, 182 units at 2851 Wallingford Road; Oakbridge, 158 units at 1710 Old Alvin Road, Pearland; Cashel Springs, 300 units at 14221 Wunderlich Road; Avery at Deer Park, 149 units at 401 McDermott St., Deer Park; and The Pines at Woodcreek, 330 units at 21021 Aldine Westfield Road, Humble. • Sestra Companies: Balkin, 12 units at 4525 Balkin. • Silverwood Property Management: Copperwood at Kay St., 24 units at 202 W. Kay St., Dayton. • Titan Management: The Grove at 43rd, 80 units at 2006 W. 43rd St. • TJD Texas Enterprises LLC: RVSW LLC, seven units at 7231 FM 1960, Humble; Villas at Foxbrick 3, 212 units at 7160 Foxbrick Lane, Humble; and Villas at Foxbrick 1 and 2, 200 units at 7150 Foxbrick Lane, Humble. • ZRS Management LLC: Village on Memorial TH, 305 units at 15200 Memorial Drive.

Want to see current and previous issues of ABODE online? Go to http://issuu.com/haa_abode 70

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In the News

HAA President, and the President of The Dinerstein Companies, Clay Hicks, joins Houston Mayor Sylvester Turner in a press conference held July 31 announcing a second rental assistance package to renters who cannot pay their rent because of COVID-19. The $20 million rent relief will be administered by BakerRipley. HAA President-Elect and President of Veritas Equity Management, John Boriack, is interviewed by The Wall Street Journal (for an article that was published on July 24, titled “Why Boriack Houston Evictions Are Mounting” and for a podcast titled “Why Evictions are Starting Again” that aired on July 31); BisNow (for an article titled “Small Multifamily Owners Struggle With Eviction Moratorium As Tenants Face An Uncertain Future” published in mid July); Fox News (live on July 30 and for an article titled “Mayor Turner, Housing Task Force debate best ways to stop evictions” published on July 30). ZRS Management will give all of its associates paid time off to vote on Election Day. ZRS has joined and supports “Time to Vote,” a non-partisan group of companies all pledging to provide paid time off to all their employees to encourage them to exercise their privilege of voting. They are also donating $20,000 to the “Fair Elections Center,” to help drive voter registrations everywhere.

Kelly

Berglund

Bell

Amanda Kelly joins Brandt Electrical, A/C and Heating as the director of business development. Liz Berglund, CAS, joins InterSolutions. Chris Bell joins Cotton Commercial USA. Have big news to report? Email us at comm@haaonline.org. www.haaonline.org

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On the Scene Photos submitted by HAA Members NAA Apartment Onsite Teams Day, continued from Page 63

Do you have onsite team photos? Email them to comm@haaonline.org.

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Fraud, continued from Page 16 likely to help you obtain a sense of the applicant's character from the perspective of someone who knows them personally. For a Complete Tenant Screening Include Fraud Insights Standard screenings typically cover creditworthiness, employment and/or rental history, but some fraudsters carefully design fraud tactics to evade detection by applicant screening systems. The more you understand the tactics used to commit fraud, the better able you will be to detect fraudsters before becoming a victim. Education is only part of the answer, however. Property managers can also use identity verification tools to detect potential identity fraud risk. According to CoreLogic client feedback, the average cost for a fraud-related eviction is $7,500 – a cost that more than justifies the investment in an identity verification product or service. It's not possible to prevent every potential problem from happening, but you can reduce the likelihood or seriousness of many. The relatively small amount of time and resources you invest now can prevent significant financial losses, legal expenses and other time and money-consuming events from surprising you down the line. 1 Webinar: Inflection Point: Synthetic Identities in 2020 (Data from Lexis Nexis) 2 McKinsey & Company, https://www.mckinsey.com/business-functions/risk/ourinsights/fighting-back-against-synthetic-identity -fraud (accessed March 1, 2019). 3 Misunderstanding and Inconsistency: The State of Fraud in the Rental Housing Industry 4 https://www.multifamilyexecutive.com/ property-management/tenant-fraud-will-increase-in-the-coming-recession_o

CoreLogic has been a valued partner for HAA’s Rental Credit Reporting for 13 years. Randall C. Patton is a senior professional in sales at CoreLogic with over 15 years of credit experience in the multifamily industry, including applicant screening, online leasing, renter’s insurance and more. Patton supports the partnership between CoreLogic and HAA by helping to expand the RCR presence for Houston-area apartment owners and management companies. He holds a CAS designation, has been a licensed insurance agent for 13 years and is regarded as an industry expert on applicant fraud and identity theft.

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Index of Advertisers By CATEGORY

A/C Supplies

Insurance

HAA Products & Services

Century A/C Supply . . . . . . . . . . . . . . . . . . . . . . . . . . .5 281-530-2859 . . . . . . . . . . . . . . . . . .www.centuryac.com

Harco Insurance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71 713-681-2500 . . . . . . . . . . . . . . . . . . .www.harco-ins.com

Rental Credit Reporting . . . . . . . . . . . . . . . . . . . . . .57 713-595-0300 . . . . . . . . . . . . . . .www.haaonline.org/rcr

RentSense . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67 281-615-9747 . . . . . . . . . . . . . . . . . . . . . .www.rentsense.us

Answering Service On Hold USA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73 800-755-4142 . . . . . . . . . . . . . . . . .www.onholdusa.com

Landscape Contractors Outdoor Elements . . . . . . . . . . . . . . . . . . . . . . . . . . .73 713-955-0990 . . . . . .www.outdoorelementstx.com

Carpet Installation Dixie Carpet Installations . . . . . . . . . . . . . . . . . . . .34 281-261-6334 . . . . . . . . . . . . . . . . .www.dixiecarpet.com Texas Southwest Floors . . . . . . . . . . . . . . . . . . . . . .14 800-719-4321 . . . . . . . . . . . . . .www.texasswfloors.com

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

Texscape Services . . . . . . . . . . . . . . . . . . . . . . . . . . . .46 281-846-3779 . . . . . . . . . .www.texscapeservices.com

Locks & Locksmiths CKI Wholesale Lock Supply . . . . . . . . . . . . . . . . . .56 713-462-0704 . . . . . . . . . . . . . . . . . . . . .www.ckilock.com

Collection Agencies Alexander-Rose Associates Inc. . . . . . . . . . . . . . .73 713-644-4441 . . . . . . . . . . .www.alexanderrose-inc.com

Personnel Agency ASAP Personnel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71 972-432-6667 . . . . . . . . . . . . . . . . . . . . .www.asapdo.com

Electric Contractors Affordable Quality Electric . . . . . . . . . . . . . . . . . . .13 713-695-5992 . . . . . . . . . . . . . . . . .www.acuityelectric.com

BG Staffing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51 713-781-8367 . . . . . . . . . . . . . . . . . . .www.bgstaffing.com

Brandt Electrical A/C & Heating Services . . . .43 281-693-3383 . . . . . . . . . . .www.brandtelectrical.com

Plumbing Contractors

Foundation Repair

AAA Plumbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 713-462-4753 . . . . . . . . . . . . . . . . . .www.aaaplumbers.com

Church Foundation Repair . . . . . . . . . . . . . . . . . . .39 713-468-8400 . . .www.churchfoundationrepair.com

General Contractors Camp Construction Services . . . . . . . .Back Cover 713-413-2267 . . . . . . . .www.campconstruction.com Cotton Commercial USA Inc. . . . . . . . . . . . . . . . . .10 877-511-2962 . . . . . . . . . . . . . . . . . . . .www.cottongds.com FSI Construction . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 832-767-1115 . . . . . . . . . . . . .www.fsiconstruction.com

Resident Screening Service CoreLogic Rental Property Solutions . . . . . . . . . . . . . . . . . . . . .Inside Front Cover 888-297-8821 . . . . . . . . . . . . . . . . . . .www.corelogic.com

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

Gemstar Construction & Development . . . . . . .15 281-821-1195 . . . . . .www.gemstarconstruction.com

Screens

Guardian Construction . . . . . . . . . . . . . . . . . . . . . . .35 832-672-4196 . . . . . . . . . . . .www.guardianconst.com

Ameristar Screen and Glass . . . . . . . . . . . . . . . . . .71 713-683-6767 . . . . . . . . . . . . .www.ameristarglass.com

MultiFamily Services . . . . . . . . . . . . . . . . . . . . . . . . .33 713-266-9100

Security Control Equipment/Systems

RENCON . . . . . . . . . . . . . . . . . . . . . .Inside Back Cover 713-666-3636 . . . . . . . . . . . . . . . . . . . . . .www.rencon.com

SentriForce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2 888-671-2202 . . . . . . . . . . . . . . . . .www.sentriforce.com

TARGET QUALIFIED LEADS With HAA’s job board, you’ll discover a professional community that’s committed to helping you find the right candidate or your next job opportunity in the greater Houston and surrounding areas.

www.haaonline.org jobs@haaonline.org 713-595-0300

TPI Construction & Painting Inc. . . . . . . . . . . . . . . .1 713-668-7986 . . . . . . . . . . . . . . . . . . . . . . .www.tpiinc.com Swimming Pool Service Glass – Plate, Window, Etc.

Poolsure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 800-858-POOL . . . . . . . . . . . . . . . . .www.poolsure.com

Ameristar Screen and Glass . . . . . . . . . . . . . . . . . .63 713-683-6767 . . . . . . . . . . . . .www.ameristarglass.com Trash Hauling Waste Management . . . . . . . . . . . . . . . . . . . . . . . . . .72 713-354-5230 . . . . . . . . . . . . . . . . .www.thinkgreen.com

www.haaonline.org/rcr

Want to see current and previous issues of ABODE online? Go to http://issuu.com/haa_abode. Or view this issue on your computer, iPad or smartphone at http://issuu.com/haa_abode/docs/abode_sept2020.

ABODE

September 2020

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MarketLine By BRUCE MCCLENNY, President, ApartmentData.com

• • • • • • • • • • • • • • 1050 – • • • • • • • • • •

HOUSTON Snapshot 89.0% $1,048/mo. $1.18/sq.ft./mo. 885 sq.ft.

Recently Opened (12 months): 80 communities 22,274 units

1000 – – 90.0 975 –

– 89.0

– 88.0

Under Construction: 63 communities 17,809 units

Occupancy (%)

Operating Supply: 2,879 communities 678,332 units

Rental Rate (¢/sq.ft./mo.)

Past 12 Months: -0.6% rental rate growth 8,998 units absorbed

1025 –

•

Occupancy: Price: Rental Rate: Size:

Jul 20

Jun 20

Apr 20

May 20

Mar 20

Feb 20

Jan 20

Nov 19

Dec 19

Oct 19

Sep 19

Jul 19

Aug 19

Jun 19

May 19

Apr 19

Feb 19

Mar 19

Jan 19

Dec 18

Oct 18

Nov 18

Proposed Construction: 88 communities 27,546 units

Sep 18

Aug 18

– 87.0

History of Effective Rental Rate & Occupancy for All Units

Hottest Submarkets Over the Past Three Months

Concessions

Annualized % of Market Rank Submarket Absorbed 1 Richmond/Rosenberg 8.4% 2 Clear Lake/Webster/League City 6.2% 3 Lake Houston/Kingwood 3.4% 4 Willowbrook/Champions/Ella 8.0% 5 Katy/Cinco Ranch/Waterside 1.2%

Rental Rate Growth % 2.3% 1.2% 2.4% 0.8% 2.9%

Total Units Class w/Concessions All 332,506 A 101,280 B 129,747 C 89,731 D 11,748

% of Total Units 49% 64% 47% 46% 26%

Average Special -3.6% -6.0% -2.5% -2.4% -1.6%

Citywide Effect -6.9% -9.0% -5.2% -5.4% -6.1%

One Month Free = -8.33%

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

TEXAS

Dallas/Ft. Worth

San Antonio

Austin

Occupancy: Price: Rental Rate: Size:

91.6% $1,163/mo. $1.33/sq.ft./mo. 877 sq.ft.

90.1% $984/mo. $1.15/sq.ft./mo. 854 sq.ft.

89.7% $1,277/mo. $1.46¢/sq.ft./mo. 875 sq.ft.

Past 12 Months: 0.4% rental rate growth 19,631 units absorbed

Past 12 Months: -1.1% rental rate growth 3,663 units absorbed

Past 12 Months: -3.0% rental rate growth 6,125 units absorbed

Operating Supply: 3,194 communities 756,839 units

Operating Supply: 937 communities 200,529 units

Operating Supply: 1,043 communities 244,967 units

www.haaonline.org

ApartmentData.com has been providing apartment data and marketing products since 1986. ApartmentData.com provides real-time access for property specific information, market surveys and historic submarket data for more than 3.5 million apartment units in Texas, Florida, Georgia, Arizona, North Carolina and Tennessee. For more information, contact Bruce McClenny at 800-595-8730. © 2020 ApartmentData.com September 2020

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Back Page

with News from around the COMMUNITY

In Memoriam

Ira Gross 1956-2020 It is with great sadness HAA announces the passing of HAA Board Member Ira Gross, Integrity Asset Management LLC. An avid supporter of HAA and TAA, Gross served on the HAA Board of Directors from 2012 to 2020, was part of the HAA Lyceum class in 2012 and TAA Lyceum in 2015/2016, was the Honors Property Awards Committee Co-Chair in 2015 and 2016, PAC Steering member from 2014 to 2020 and a TAA Delegate in 2016. “Ira was one of my very first mentors in the industry and spent an incredible amount of time answering my rookie questions as a 20 year old. He was so generous with his advice, time and smiles. He cared for his employees and maintained the highest level of integrity in all his business dealings. I am still in shock and feel so deeply for his wife Lisa and his boys, they meant the world to him.” – HAA President-Elect John Boriack, Veritas Equity Management. “One of the finest men I have ever known.” – Mike Koch, Camp Construction Services Ira Mark Gross, devoted husband, father, brother, son and friend, died unexpectedly on Wednesday, August 5, 2020. Ira was born in Brooklyn, NY on October 16, 1956. He grew up in Merrick, New York, and graduated from JFK High School. Ira then studied accounting at University of Arizona, where he met some of the best friends of his life. While living in Houston running an auto salvage business, Ira met his match in future wife, Lisa Stelly, New Yorker meets Louisiana Cajun. Ira and Lisa married on October 23, 1999, after his surprise proposal on Valentine's Day earlier that year with a Monte Cristo cigar band at Pappa's

ABODE

September 2020

Steakhouse. Together, Ira and Lisa enjoyed a life filled with fireworks, love and happiness, and two sons, Andrew and Alex. Ira was passionate about multi-family real estate. Since 2005, he was dedicated to providing homes for families in the Houston community through the apartments he purchased, improved, and operated via his company, Integrity Asset Management. Ira exemplified the word Integrity. His honesty, kindness and loyalty were recognized and valued by his employees, colleagues and investors. Ira was a devoted husband and a loving and involved dad. No matter how busy his work schedule was, he made time for numerous leadership roles with Boy Scout Troop 599, including mentoring his son Andrew in achieving Eagle Scout rank and was currently doing the same for his son Alex. Ira was an active member of the Houston Apartment Association for several years and was a dedicated member of their Board of Directors. He was also a participating associate with Lifestyles Unlimited, fulfilling the roles of an active Lead Partner while mentoring other members. Ira's friends and family will fondly remember him as a consummate host and an epic entertainer at his house in Galveston where he loved to fish, boat, jet ski, grill, boil crawfish and fire up his smoker and his blender. The bay house was a fulfilled life-long dream of his, and was always filled with happy voices and lots of laughter. In lieu of flowers and food the Gross family gratefully requests that desired memorial donations in Ira's name be made to St. Jude Children's Research Hospital, Boy Scouts of America - Houston Troop 599 or Small Steps Nurturing Center in Houston. Ira was a dedicated family man, a bighearted and trust-worthy friend, and an all-around larger than life guy. He will be deeply missed by his family and friends. – Excerpt from the Houston Chronicle, August 11, 2020

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Houston Apartment Association 4810 Westway Park Blvd. Houston, Texas 77041

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ABODE September 2020

Articles inside

DIY A/C Fixes

Adapting your key control procedures during COVID-19.

Preventative Plumbing

Boost Your Mental Health

Maintaining Resiliency