The Giving Book 2020

The Giving Book •

2020•

Unite

Collaborate

Alliance

Team Work

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Harmony Cooperate

Through passion, collaboration, professinoalism and most importantly unity, the Nolan Realty team strives for excellence in providing our residents a warm home, caring envornment and unmatched service all with a genuine caring heart.

- Marissa Medina

2 The Giving Book 2020

The Giving Book •

2020•

By Our Customers

Collaborate

Alliance

Team Work

Unite

Harmony Cooperate

NRED 3

MIGHTY

4 The Giving Book 2020

MAINTENANCE

Unite

NRED 5

Villas at Spring Trails: A worried resident wasn’t sure if her cat had got out of her home and wanted to know if someone from the office could go and check. Jerrica took the phone call and was delighted to help her put her worries to rest. Jerrica contacted Maron, lead maintenance, to see if he could check if her cat was home safe. He was nice enough to go right away and take a picture of the resident’s cat at home. Jerrica sent the picture of her cat safely at home and the resident couldn’t feel more at ease. She mentioned that not knowing if her cat had home really stressed her out and was very thankful for what our team did for her that day.Â

Discovery at Craig Ranch: Kenneth was called out for an emergency work order for a fridge not working. Ultimately, a new one was needed, and He brought a refrigerator up three flights of stairs alone and re organized her fridge for her and called her first thing Monday morning to see how the new fridge was holding up. The resident was very happy and talked about how he went the extra mile for her, and she loved the way he organized her new refrigerator.

Discovery at Craig Ranch: Josh lives onsite and was not on call. A resident knocked on his door at 10pm and was completely distraught about a flood in her kitchen. Rather than call the person that was “on call� he ran over to fix the kitchen sink and helped her dry her kitchen floor and made her feel at ease with all the chaos that was going on.

Grand Villas Tuscan Lakes: Peter Massie, our Maintenance Tech, after work hours saw a resident in the office parking lot and asked if they needed help? The resident was parked at the office looking for delivered packages. He was kind enough to go back into the office and assist the resident by carrying all of her packages to her apartment.

Villas at Spring Trails: Anthony and I were on the golf cart when we noticed a resident struggling to push what looked to be a broken-down car, to a parking spot. Anthony immediately jumped off the cart and started pushing the car like the Super Hero he is!

With all his might, that car was carefully parked in a spot within seconds! Go Anthony!!!! Villas at Spring Trails Mighty Mouse!!  We are so Proud!!

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Villas at Spring Trails: Older resident Donna Scott was in the office talking about getting a new mattress and that the delivery guys from where she purchased the mattress would not take her old one out of her apartment for her. Errol overheard her and asked if he could go help her out. Of course, I said that would be awesome, so we called her to let her know we could help. Errol and Anthony went over and removed it for her, she was so grateful!

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Palms at Clear Lake: Andy, our Lead Maintenance, has been without a full team for about 2 months which could be overwhelming for some. During this time, Andy has been performing all duties along with being on call. For many, this would be too much, but he comes in everyday with a smile on his face ready to tackle each day. He’s even gone out of his way to assist residents after hours with any issues they have had. This is the type of person Andy is. We’re extremely proud of Andy for holding Palms together during this time. We appreciate you Andy and all that you do for Palms!

Boulevard: My giving story is about Mike Dorsett our Maintenance Supervisor. I have observed him with his employees, and I have to say that his team is the best team that I have ever worked with. He always has a smile on his face, which always brings up the team morale. The weekend before Christmas he exemplified great leadership and left me speechless. Even though he has a lot on his plate in his personal life, he took the oncall shift so his team could spend time with their family. This was not only gracious but a selfless act. Of course, that was one on the craziest weekends I have ever worked here, at the Boulevard. We had so many emergencies that day and he took care of each of them in a timely manner. I have so much respect for him and talk about him and his team on every tour. I am very grateful for him and all the hard work he does.

Grand Villas at Tuscan Lakes: Peter and Gus helped our resident hook up her cable and WiFi because Xfinity could not come out during this pandemic. Because she had just moved in, they also helped her move her heavy boxes, she had no one to help her and they were more than happy to assist...Welcome Home to Hospitality!

Grand Villas at Tuscan Lakes: Ernesto helped our resident who was unable to access her mailbox, she was waiting on a daily medication to be delivered.

Ernesto intercepted the package and hand delivered to her. She was extremely thankful for his act of kindness of making sure she had her medication during this trying time.

Victory North: Prior to me picking up masks from Helen to be used as a requirement on site, Pedro our lead, had masks that he kept on hand for his own individual tasks at home. He ensured that all of this outside maintenance staff had masks that he supplied himself to ensure that they were safe prior to the masks being mandatory and being available onsite.

The Falls: Bob has been with us for 15 years and everyone agrees he is easy going, positive and just a joy to work with. Earlier this year, He was paged out for a main line break that effected multiple apartments and spent 8 hours doing everything possible to minimize the damage by shop vacuuming water, helping residents move their property and working tirelessly with vendors to make sure everything was handled properly. He and the entire maintenance team are our unsung heroes for everything they have done for us and our community to keep us safe during this time! Thank you to each and every one of you.

Avenues at Shadow Creek: We have an elderly resident whose son recently passed away. Her son was also her caregiver. This resident is deaf and has limited mobility. With her permission, we deliver her mail to her and take out her trash. One day, our Maintenance Technician, Victor was the one to help her out. Sometimes it’s the smallest acts of kindness that have the largest impact. It is because of the genuine care and concern we have exhibited over the years, this resident previously moved out of state and then later returned to The Avenues.

Imperial Lofts Maintenance Team: I definitely think our maintenance staff should get a huge shout out!!! They bust their behinds off EVERYDAY to make the residents happy. A resident can be upset yelling and they will help with a smile on their face. That is the kind of energy we have here at Imperial.

Imperial Lofts: Randy and my youngest child have a great friendship and oddly enjoy a lot of the same things. Randy has a subscription to Readers Digest and would occasionally bring in old copies for us to read. When I told Randy that Lili looked forward to me bringing one home so they could read, Randy took it upon himself to get Lili her own subscription. They now can discuss the stories when they see each other.

Roving Maintenance: I wanted to give a shout out or a “giving story” for a sweet maintenance technician who came all the way from Galveston! Jayson drove in and saved the week for our property. Our staff was the definition of a skeleton crew and had it not been for Jayson nothing would have been completed. He started at 8am sharp and left at 6pm even answering after hours calls.

He was taking on pet waste stations, emergency calls and ran tickets all day!! He made sure to speak to every resident that stopped him even when he was in a hurry. He is just super awesome, and his dedication and work ethic are inspiring!

Ashford Lakes: Ms. Martha one of our lovely elderly residents needed help moving her car closer to the carport as her car could not start.

It was towards the end of the business day and she needed some assistance pushing her vehicle. While Daniel, the maintenance tech, pushed her car Regina steered her wheel and they were able to move her car successfully into her parking space. She was in such relief that these two helped her get car out of the middle of the street.

Ashford Lakes: Daniel was getting ready to clean the pool for the day and he happened to come across a mama duck and 9 baby ducklings in the pool. Mama duck and 2 baby ducklings were able to get out of the pool, but the rest were having a hard time jumping out. Daniel and Julius had to use a pool net and some loungers to build a mini bridge to help the ducklings out of the pool.

Though, they kept trying to get out the result was serval failed attempts. When the ducklings had given up, they started making laps around the pool. While Daniel was using the net, Julius was holding back mother duck with another pool net pole so she could not attack or think Daniel was harming her babies! It was such a sweet moment caught and mama duck was grateful our guys were able to help her out! Even our wild life love living here at Ashford Lakes!

Victory North; Charles: Charles and Pedro help a resident whose car would not start.

They were able to get her in touch with a mechanic who could come and help her.

Victory North; Charles: Anytime Charles sees a resident carrying groceries or their trash out, he takes it for them.

Waterstone at Cinco Ranch: At the beginning of the pandemic we always brought our food to the office, so we didn’t have to leave the office. One day I totally forgot my lunch and Reina noticed but didn’t say anything to me. The next day I came to work she told me she had made soup and that she made a huge batch for me to keep. I told her she didn’t have to do that, but she said,”It’s okay you can keep the soup here for when you forget to bring food, I know you are busy and everything is hard right now.” Her kindness warmed my heart. I went home that day thinking how grateful I was with everyone around me.

NRED 7

Waterstone at Cinco Ranch: When the team in IL had to quarantine Ricardo offered to help with any maintenance issues. Ricardo was the only maintenance tech at that time, so he was on call at WS and IL. He did not hesitate to support and help our sister property.

Ashford Lakes: I can’t begin to tell you how many times our sister properties have sent their people to help us. Just last week Daniel from Ashford Lakes was here helping out and supporting WS since we are short staffed. I know they have a small team too, but they don’t ever hesitate to be there when we need them.

Avenues at Shadow Creek: Last month a resident skipped and left a fully furnished apartment, I mentioned to Beth that I didn’t know how the guys were going to be able to move all that old furniture. She called me back saying Lazaro was on his way to help. Lazaro was coming all the way from Pearland to help us. Not only did he and the team empty out that apartment, he also helped moved the pool furniture so we could be under the CDC guidelines and recommendations.

Imperial lofts: The Imperial maintenance team is AWESOME! They are always going above and beyond for our community. Randy, Eloy, Georgina, and Donald make sure that every resident is treated with the highest regard. Residents love and appreciate them completing their work request with a smile and in a timely manner. During this crazy time of COVID-19 each of them are sure to continue to meet Imperial’s community needs and we cannot be more appreciative of their hard work.

Boulevard: My bathtub was leaking and the maintenance guy who came to help me, came late at night. He was awesome and was still happy to do it. Not only did he fix the problem, but he also had an amazing attitude and reassured me everything was fine.

Love the staff!

Avenues at Shadow Creek: Meet Keith – He has been our HD delivery driver for nearly 5 years. On each of our Team members birthday we give them a $50 gift card. Our Lead Maintenance Lazaro’s birthday was at the end of May and in casual conversation he later said “I hope you won’t be upset but I gave Keith my birthday gift card. He’s such a nice guy and with everything going on with the pandemic I just wanted him to know we appreciate him.” I thought this was such a sweet and giving gesture. This is an earlier photo of our driver Mr. Keith. Thank you, Lazaro, for living out the NRED Culture. ~Bethan

Grand Villas: One morning, one of our techs, Saverio Pines, found an elderly woman in distress who was lost and could not find her way back to her daughter’s apartment. Saverio took the initiative to search the property building by building until the woman recognized the daughter’s car and reunited her with the daughter.

Avenues at Tuscan Lakes: It’s no big secret, 2020 has been one of the most difficult years that any of us can remember. Along with economic stressors, Hurricanes and COVID, the world continues to throw curveballs. This story is about the incredible amount of heart and generosity our staff continues to give even after the work day is over. Vincent Ortuno is an amazing father of two Beautiful boys, but taking call is a part of life in our industry. John Coyle, Isvany Torres, Cody Wall and Peter Maddie all have contributed to making this a manageable task. Those occasions when the sitter has failed to be present, day cares close or an illness is present, these guys go the extra mile by taking the call or helping with the boys. The saying goes it takes a Village, and that couldn’t be more true.

Boulevard: Larry’s been a huge part of the BV team and we will be greatly missed. We got him a mug and had some lunch with him for his last day. Larry provided his notice of resignation, though it was with such honor and confirmation of how positive a tenure at the boulevard can be.

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Discovery at Craig Ranch: Ken has been amazing during our COVID-19 shut down. He would come in early and leave late to ensure all our residents were taken care of. His work ethic and attention to detail is unmatched!

Candles: The Candles Team are life savers! We had several turns over the past 3 months and their entire team took turns coming over to help out! Jasen, from Candles has helped on several occasions to fix broken air conditioning units and appliances. Terry is one of the kindest and fastest painters I know! He does marvelous work! Harriett and Patty exhaust me just watching them zip through the apartment cleans! Eric has helped out several times on trying to get work orders caught up since we’ve been short staffed. Scott’s plate is always overflowing, yet he still finds the time and energy to come through for us when we need it. . . even if it means trying to get baby racoons out of our dumpster! lol We are hopeful to pay it forward once we become stable on the maintenance side! Thank you, from the bottom of our hearts, Team Candles!

Villas at Spring Trails: Anthony Martinez living on property is always available for residents, Stefany in 1015 just had a new baby, she saw Anthony after hours and asked if he could look at her stove that would not come on and he did. Stefany called that following Monday to give thanks for him being available.

Villas at Spring Trails: Belinda Velasquez housekeeper at Villas at Spring Trails was working in building 20 when she heard Alaniz in 2013 struggling with three bags of trash she was trying to take out, Belinda stopped her job to help her take the trash out to the dumpster.

Villas at Spring Trails: Errol Overcash porter at Villas at Spring Trails makes a point to visit two elderly residents weekly 1717 Norma and 1814 John to take out their trash for them.

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Harmony Alliance

Waterstone: We have an elderly resident that always walks around the property. One day she felt down while walking and Isaiah went to try to help her. Since he didn’t want to move the lady to much he went and got a chair for her so she could have a seat and rest.

Later, he checked on her and called the office to have more involved with making sure she was ok and we rushed over there. Thankfully she was doing good and we called her family.

resident, and no one claimed the dog. On that day Shelly took the dog to her apartment waiting to hear from the owners. With no signs from the owner Shelly took the dog to the vet to see if It was microchipped. We found out that the owner lives in the neighborhood next door and the owner was super grateful and happy when we made the call.

Cooperate

Waterstone: Ricardo knows we have a resident that has been sick for a while. She can’t even walk. One day he offered to pick up the trash for her from her home so that way she didn’t have to do it herself. She was very grateful because she couldn’t do it for 3 months.

Waterstone: We had an onsite transfer and Chantone and Ricardo offered to help move a couch, the resident was very grateful and bought a special treat for the entire office.

Waterstone: On Sept 15 Imperial loft needed housekeeping help. Reina lives far from Waterstone so I hesitated to ask her to help given that It would take her about an hour to get to the location. When I finally asked her, she said, “sure I can help” and had a great attitude about it. It made me happy to know that we were able to help another property as much as they have helped us and that we have a great attitude along with that.

Waterstone: Maintenance found a cute dog on property, based on the appearance we knew that It had a home and that the owners were looking for it. The dog did not have a tag, we contacted every

Villas at Spring Trails: Bianca Barrientos resident in 2128 called emergency maintenance number, Anthony Martinez responded in the middle of the night, her emergency was to borrow a dolly to move a piece of furniture, Anthony did not tell her that was not an emergency he took her the dolly and helped her move the dresser.

Villas at Spring Trails: Chaka in 1923 was on the side of the road having car trouble, Anthony stopped and picked her up, brought her home and the following day he helped her by taking her car battery to OReilly’s for replacement and installed it for her.

Villas at Spring Trails: Hi Sheila! I wanted to take a moment to mention to you that Anthony just came by to fix my toilet flapper. He is so very professional and courteous. When he came in, I was on a work call and he greeted me, went right to take care of the problem. He let me know he was done and headed out without any interruption to my call. Please thank him for me as I was unable to do so properly.

I cannot express how much we appreciate the entire staff at Villas at Spring Trails. Each of you are courteous, responsive and professional. Keep up the good work as this is why we call Villas at Spring Trails home. With much gratitude, - Marissa van Kwartel Villas at Spring Trails: Errol, who is our porter, was picking up trash and noticed a resident Mr. Kevin 817 having minor trouble with his garage, Errol help him fix the issue without the resident having to put in a workorder.

NRED 9

Villas at Spring Trails: Errol one of our residents who is in a wheelchair Ruben Garcia hang a couple of pictures in his apartment.

London House: Scott from Candles. Scott assisted in cleaning up our work order count after a COVID shut down. Thank you, Scott for always being helpful to our maintenance team!

River Pointe: Residents in #1611, elderly and disabled needed help taking boxes of trash out from cleaning and the maintenance team got it all to the trash in no time!

River Pointe: Resident in #621 was struggling with getting her groceries out of her car, Israel was there and took action and carried in her groceries.

River Pointe: Resident in #651 has important packages with medicine in them and Israel takes these packages to his door when they come in.

Victory North: We had a resident whose key wouldn’t open her door.

Robert (Maintenance Tech), even though he was not on call, came to her aid and cut her a new key so she could get into her home!

Discovery at Kingwood: Alex was working on an a/c when he noticed an elderly resident having a hard time carrying their groceries. He stopped to help her and carry the remainder of her groceries to the 2nd floor.

London House: Jason, Armando, and Eliso from TX. Jason, Armando and Eliso came to LH to assist us in the cleanup of make readies and work orders. With their help, we got make readies caught up and drastically dropped our open work order count. Thank you guys for always being helpful!

River Pointe: Resident walking her small dog lost control of the leash and the Lead maintenance was nearby and helped catch the small dog and return it to her owner.

River Pointe: Maintenance Technician Mike discovered in conversation with Asst manager Fallin that her daughter was interested in skateboarding, so Mike knew some skateboard moves and met up with Fallin and her daughter to teach her a few moves.

River Pointe: Grounds Keeper Eric over heard a conversation that a few staff members needed to get their sons hair cut for school starting and Eric brought his barber shop set up and gave 3 “safe” haircuts after work as it was hard to get into salons and shops during the pandemic.

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Team Work

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Harmony Cooperate

10 The Giving Book 2020

Discovery at Kingwood: One of our residents has had some health issues and her husband works during the day so Tony goes over every afternoon and takes their dog out for a walk.

Discovery at Kingwood: Kim comes in each morning and cleans every office, leaves us small gifts to make our day, makes sure all the amenities are cleaned and ready to go each morning. She is the first one here in the mornings to ensure everything is disinfected for our office, residents, and clients. She is a ROCKSTAR! She is the always willing to go the extra mile without ever having to be asked. She shows up to every single day and is always giving 110%!

Discovery at Kingwood: One day Pablo and Kim were driving the golf cart when all the sudden it stopped working by building 12. The cart was full of items which made it difficult to push. Kim and Pablo were in the middle of removing the items when Alex came to the rescue. He had his truck ready to tow the golf cart back to the shop. Thank you, Alex, for your help!

Discovery at Kingwood: When I first started working with the company, Kim and Pablo would always go out of their way to ask if I need help with carrying anything to my car, or if I would like anything for lunch. They really made me feel welcomed and I really appreciated. -Cynthia Discovery at Kingwood: Moving day is always stressful, especially during a pandemic. Pablo helped a Pregnant Resident who was moving in with her furniture. She was visibly struggling so Pablo asked if he could help her. Obviously overwhelmed, she immediately accepted his offer. She was extremely grateful, and he made himself and his team shine!

Discovery at Kingwood: We got a call in the office that a resident had left behind her mount in the apartment after a transfer. The mount was small and had gone unnoticed. It looked like a fixture in the apartment. Eliseo came to the resident’s rescue and retrieved the mounts. The resident then asked if Eliseo could install it as she was injured at the time. He offered his services and went above and beyond to help the resident.

Palms: One of our elder residents who has been on bed rest since COVID is not able to leave his home due to his health. Joe has taken the task to take his trash to the trash compartment weekly so that he does not have to worry about that.

Palms: Roosevelt saw a new resident struggle to bring her move in boxes upstairs and helped her out, since she had her small daughter with her.

Palms: Sara had a flat tire down the street from Palms, and Roosevelt came to help her change her tire.

Palms: One of our residents had a dead battery and Joe and Roosevelt stopped what they were doing to help them jump start their car.

Palms: We had a resident that was freaking out because their dog ran out of the front door, Joe, Imelda, and Roosevelt chased the dog and got him safely back into the apartment.

Palms: We have a long-term resident that has been here for about 10 years and knows Joe very well since he has been at Palms for 12 years. The resident now has Alzheimer’s and gets lost. Joe will always help him and walk him back to his unit when his wife isn’t home to assist.

Palms: Roosevelt helped a kid get his favorite toy out of the tree.

Palms: Roosevelt helped a lady get to her car during one of the severe thunderstorms.

Butternut: Shereka(housekeeper) helped out a resident by jumping their car when it wouldn’t start.

Butternut: Brandon and Sage helped out a resident with packages and her groceries.

Virtual: Fredis, our maintenance supervisor did not skip a beat when it came to the effects of the pandemic. He made sure that the entire maintenance team stayed on task while practicing social distancing in the safest way. We at VL continue to thrive and succeed with the help of your leadership!

Thank you, Fredis for all that you do!

Virtual: Enrique, our maintenance assistant who joined our team in June is really making his mark! With the high expectations and reputation at VL, he has been up for the challenge in maintaining this goal. He is committed and eager to add on to the success here at VL. Keep up the good work!

Virtual: Rosa is our housekeeper and is a huge part of our resident retention. When residents move in, she is recognized for how well the apartment is clean and crisp. Her dedication and hard work are one of the reason’s as to why our community stays warm and inviting. Thank you, Rosa!

Virtual: Gerson, our groundskeeper has been very consistent in making sure that the property is well kept at all times. He does amazing work! His dedication has not waivered but in fact only improved during recent trying times. Thank you, Gerson for all that you do!

Virtual: The maintenance team gave a detailed finish product when #714 moved in. The new resident was moving from a home and specifically asked that her floors were buffed just like it would have been in her home. The team went above and beyond and buffed the floors themselves just so the resident would have a great first impression for her move in day! The resident was so happy that came into the office to thank the team in person.

Palms: Our mail guy that has been working in this area for over 10 years was struggling with his health and started getting too hot during the summer time so Roosevelt put a huge fan blower out in the mail area so that he doesn’t get too hot while delivering our mail.

Palms: A resident dropped their keys down the storm drain and Roosevelt spent over an hour helping them retrieve their keys.

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Home

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Office Heroes

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NRED 13

Marketing Department: On MANY MANY occasions we have had to reach out for help from the marketing department – for things that typically they wouldn’t do. They NEVER say no. They figure out a way to help and always come through. Thank you for all you do!

Home Office: Melanie earned the DQ award for her January close out at $0.00.

Home Office: Not only is Helen an amazing Regional who encourages her team, she is also a very caring person. When one of her employees that lives at Imperial Lofts was quarantined due to COVID19 issues, Helen went out of her way to find out her favorite snacks, buy them and drive out to Sugar Land to place them at the employee’s door.

Harmony Collaborate

Alliance

Team Work

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Home Office: Angel Tree donations from our Home office, this helped make many happy children on Christmas.

Cooperate

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Collaborate

Alliance

Team Work

Unite

Harmony Cooperate

At t Lofts, each staff member is family. We take care of one another and give help where it is needed, in and outside the office. Our maintenance team has so much on their plate as we all know their tasks on each community, it can be so overwhelming at times. Mari and I gladly helped our team pressure wash buildings on our community to help ease the load as much as we can. As a part of the Imperial Team we give a helping hand to one another and more. I love being a part of our Imperial family.

- Imperial Lofts

NRED 15

Superlative

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Support

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NRED 17

Support: Jason, Armando, and Eliso from TX. Jason, Armando and Eliso came to LH to assist us in the clean-up of make readies and work orders. With their help, we got make readies caught up and drastically dropped our open work order count. Thank you, guys, for always being helpful!

Support: Tara & John want to give Bobby Bryant a huge thank you for all his assistance with maintenance and bigger picture projects!

We appreciate you more than you know!

Support: Missy. – There is not a problem this lady cannot handle! I want to thank Missy for always being supportive of her managers.

Her knowledge and experience help her team succeed to their greatest ability. She really shows how Nolan manages differently! Thank you, Missy!

Support: Marissa – When confused on a new program, LH needed some help to understand the new system and asked if there were any additional classes or training, we could take. Marissa offered a one on one training with the team to answer questions and explain things more thoroughly for all to understand (while there was a hurricane warning!!). Thank you, Marissa for always helping!

Victory North: Sean (Rover) has been here to help our team and help with the transition of our new hires. He steps in and up when asked of him and goes above and beyond to help in the office. He is a great addition to the team! Support: My first Giving Story comes very early in my NRED journey.

During my initial interview with Rob Trimble he asked what my long-term goals were. I mentioned a few but when I told Rob that my ultimate goal was to become a Corporate Trainer it seemed to light a spark in his eyes.

Rob said ironically Nolan recently had a Trainer position openup. He sort-of-paused for thought and with a serious look in eyes he nodded his head and then we simply moved on. The next day I got good news! Rob told me I’d moved on the next round in the interviewing process and I’d be meeting with Helen.

During our meeting Helen immediately made me comfortable.

We spent some time talking and it was clear that Helen was offering me the Rover position. Because I have Property Manager experience, we naturally started to talk more about my longterm goals, and I told her my dream of becoming a Corporate Trainer.

I saw the same spark in Helen’s eyes that I’d seen in Rob’s, only Helen was super, super pumped up about this. She starts telling me about the Trainer position that had just opened but she didn’t think the position was posted yet. So she couldn’t be sure that it was actually available. She asked me if I’d be interested and got permission to put in a good word for me. I said, “Yes of course!� and Helen replied, “And if they don’t take you, I am!�

I went on to interview with Marissa and finally Meredith who told me that Helen said, “If you don’t hire Shawn I am!�

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I want to say thank you to Rob for trusting his gut and I want to thank Helen for paying it forward! Little do they know‌ their act of kindness is allowing me to walk in my purpose. I got my dream job!

Shawn Jackson Support: There’s no way to tell you how many times I called Helen for help on random days or times. I called her a lot for advice or help often. Every time I called her, she always answered my phone calls and request. These calls are sometime during the night and weekend and specially during the pandemic. Helen is always available and so giving to others.  She takes the time to hear your issues and help you the best possible solution.

This pandemic has been a lot easier with all of her support. We really appreciated Helen!

Discovery at Kingwood: I was out of the office when our new computer arrived, and we were planning on installing during the week. To my surprised when I arrived back in the office Jonathan had already installed and setup the computer. Thank you, Jonathan, for going above and beyond! ~ Linda Discovery at Kingwood: During the Pandemic, Jeff was making sure everyone had all safety supplies needed and checked up on his staff. He also would take time to discuss anything from questions or uncertainties we had during this time. We appreciated all the information that was shared with us while providing comfort regarding our jobs. We all thank you for making us feel at ease during this pandemic. ~ Team Discovery Palms: Ms. Irvin is one of our elder residents who just recently move in.

The other day she had an accident and hurt her ankle while out grocery shopping. One of her neighbors made us aware here in the office. So we asked maintenance to help us unload her groceries at home and bought her dinner so she did not have to worry about that and just rest.

Regional Manager: I had surgery in late May and knowing that it was going to have me down for a few days Helen came and brought lunch the following day for my son and I. We sweet and unexpected. Â Â Support: Anyone who knows me, knows how much I love my Birthday!!

Kyle sent the nicest note to my home and sent a shout out on Teams, Missy got me a Dunkin’ Donut gift card (because she knows I’m addicted to the snackin’ bacon!) and a yummy ice cream cake from Baskin Robbins! Such kind gestures and so unexpected! I love it!! Thank you both so much for making me feel nearly as special as the lady who gave birth to me on August 26th!!

It will never be forgotten!Â

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Support: During a time of virtual relationships many coworker’s personal lives and stories have touched us in different ways. One in particular is with a coworker who we have never even met! Although this person who will remain nameless is actually not employed by NRED, instead he is someone we outsource projects to, but we still consider him a coworker. He has worked for NRED for over two years, remotely. He works remote because of a lifelong ailment that will not allow him to work outside the home.

He is a kind, hardworking, highly intelligent artist and we thought of him instantly for the 2020 Giving Book. He is quick to joke; laugh and has skills we will never understand but surely respect. We found out recently that he is undergoing a very scary surgical procedure to hopefully cure his ailment that keeps him from having a “normal” life. This procedure could be fatal. Once we heard that news Jenna and I have kept in touch with him, sent him bar-b-cue from one of our favorite restaurants, and will continue to stay in touch with him. Times like these are good to reflect on our own personal blessings and how we can be more sensitive to others. You just never know what someone in front of you is dealing with. We are so thankful for all he gives our company and hope for many more years of partnership. Gratitude!

Collaborate

Alliance

Team Work

Unite

Harmony Cooperate

Magnificent

20 The Giving Book 2020

Management

Unite

NRED 21

Waterstone: We had a couple that wanted to downsize to a smaller apartment because of health reasons, Sara was in her apartment doing an assessment for move out and realized that they needed help moving small items. She did not hesitate and started helping them move the small items and called for her to help to get the big items.

Villas at Spring Trails: We had a severe thunderstorm that produced crazy lighting and a random runner (who was out running) stopped by our front door to take cover. Angela went outside to make sure he was ok, and offered him water, towels and shelter. He said he would be on his way just as soon as the lightning stopped and thanked Angela for her kindness and care.

Waterstone: With all the headache that Covid has brought to us we had a few residents that talked to us and let us know how they were at the end of their rope because their income was cut in half, etc.

They really opened up to us to let us know how hard life was at that moment. We did not hesitate, and we looked up assistance agencies, filled out paperwork for them, we even went to ahead and picked up assistance check from the agency. I really think the fact that we cared, and we were proactive helping residents we were able to save a few residents from getting evicted.

Villas at Spring Trails: Resident in 1416 had a computer that was delivered early and resident was out of town. Yoil went to her front door and picked up the computer to keep it safe here in the office.

Waterstone: Maintenance found a cute dog on property, based on the appearance we knew that It had a home and that they owners were looking for it. The dog did not have a tag, we contacted every resident, and no one claimed the dog. On that day Shelly took the dog to her apartment waiting to hear from the owners.

With no signs on the owner Shelly took the dog to the vet to see if It was microchip. We found out that the owner lives at the neighborhood next door and the owner was super grateful and happy when we made the call.

Waterstone: We had a lease to a sweet family that just had come in from Venezuela, they did not anything about the country and how to do things. They needed to enroll their kids to School, so Shelly decided to call the school and translate everything for them, she also helped them set up a bank account, gave them places to get furniture and help them rent a car. They were very grateful and wrote a sweet thank you letter.

Waterstone: Once upon a time on a hot sunny Texas day, there was a little girl walking with a white heavy trash bag on one hand and cardboard box of trash on the other, she appeared to be struggling and she was barely making her way to our trash compactor that was across the property. It would’ve been a long walk for her especially on such a hot day. Having a little sister around her age, it seemed obvious for me to jump into action and help her. Seeing the smile on her face followed by hearing a sweet ‘Thank you’ as I took the heavy trash from her hand made my entire week and reminded me to schedule a time to give my sister a big hug” - Shelly Estrada Villas at Spring Trails: Angela has become Mrs. Norma’s personal assistant. She orders her food almost every day. Norma is an elderly resident who does not have family to help her.

Villas at Spring Trails: Angela lives on property often makes sure to pick up her neighbor’s insulin packages that sit outside her door. Alice is a diabetic and does not come out side much to know if her package is delivered.

22 The Giving Book 2020

Villas at Spring Trails: One of our residents Koi, had to go to the ER and Yoli took care of her dog for two days while the resident was in the hospital.

Villas at Spring Trails: Angela was about to go on her daily jog when she noticed a resident 2116, with hands full of bags and Angela made a point to wait and hold open the pedestrian gate for her.

Villas at Spring Trails: We had a resident who had just come out of the ER (blood infection) who was not answering his phone and his family was worried he may be unconscious inside of his apartment. Angela went over and entered his apartment, called out his name and was not responsive, and tried to wake him with lights and calling his name. The resident finally woke up. The resident and his family thanked Angela for helping and checking on him.

Villas at Spring Trails: During the very start of Covid19 pandemic the office staff has made a point to let the residents know they are here to help.

That included helping them find recourses for financial help and places to find supplies.

Villas at Spring Trails: One of our residents lost her brother and aunt in the same month unexpectedly and was stressed with planning the funerals. The Team offered prayers and condolences, brought her flowers.

Villas at Spring Trails: We had a new resident who was starting over and did not have much furniture, Yoli graciously gave her pictures for her wall and a couch.

Villas at Spring Trails: Yoli living on property, was outside her door when her neighbor 2117, Muratbek approached her and told her that his toddler son locked his bathroom door and was locked out. Yoli helped him unlock it on her own time.

The Falls: One of our residents was unfortunately stuck in a situation with a roommate here at The Falls that was not working out. She needed to move into her own apartment quickly. Oscar was able to make that happen quickly and smoothly. He found her another apartment, took care of the paperwork and she is now in a much better living situation. She was very thankful and has even referred a couple people to come live at The Falls. Oscar does a great job with residents and prospects!

London House: When Covid -19 first hit, London Staff prepared care packages for residents full of toilet paper, paper towels, canned goods, and cleaning supplies! Residents were so thankful as many items were hard to find!

River Pointe: Assistant manager Fallin spotted a resident at the neighborhood Kroger and noticed she was struggling to work the scooter for her husband. Fallin offered her assistance and rode it over to her car to help her husband get on the scooter

London House: At London House, we had a season ending pool party. London Staff stuffed pencil boxes full of basic school supplies and provided two spiral notebooks to each school aged student at the pool party. London House assisted over 20 families with school supplies to start the 2020 school year.

River Pointe: Fallin went above and beyond helping a resident who was recently laid of from work. The resident struggled with technology and Fallin spent an hour of her time setting up her an account on indeed and putting the app on her phone she also applied for several jobs for her to get the ball rolling. Thank you Fallin for your outstanding assistance in this situation!

Boulevard: Heather from BLVD – During a change in staffing, Heather trained Dessa on the Assistant Manager role. Dessa was so thankful for the week of training and is excited for this role change and everything Heather taught her! Thank you, Heather!

Spring Hill: Valerie from Spring Hill – Valerie and I started around the same time, both with manager experience under our belts… but a new company means new rules, new policies, new situations.

I personally want to thank Valerie for always being helpful and reassuring!

London House: Dessa – Dessa started as the Bond Specialist at London House in May 2020. Dessa in a few short months has corrected the bond entirely at LH and has even gotten us ahead! I personally want to thank Dessa for getting LH Bond back in compliance and ahead!

London House: Adaf – Thank you for being such a leasing leader! Thank you for showing new to Nolan leasing agents the Nolan way! It’s awesome to hear such positive things about leasing and Nolan when trainee’s return from their time with you! Thank you!

Victory North: Matt our courtesy officer always takes his duties here to the next level; it is a true member or our team. When the dust settles, and he hasn’t heard from me for a while he will always send a quick text or stop by my office just to ensure that all is well. He is a true pleasure to have at Victory North.

River Pointe: Assistant manager Fallin recognized a resident in distress in the gym. The resident had over worked himself and Fallin stopped and helped him breathe through the difficulty, helping him up and making sure he was safe to make it home.

River Pointe: Resident in #411 has suffered from a stroke and often needs help. Assistant manager Fallin has helped Wayne with envelopes, stamps and even taking packages to Fedex for him on her lunch break.

River Pointe: New move in #212 needed extra help applying and moving in.

Leasing agent Kristin stayed an hour late to make sure everything was taken care of for them.

Discovery at Kingwood: Katelyn our part timer has been such a ray of sunshine since she recently started with Discovery at Kingwood. Right from the beginning she has adapted very well and has picked up everything very rapidly. She is not afraid to ask questions when needed either. Since she has been here is has been so easy to just flow as a team. Even on weekends when it is just the two of us getting things done between each other has been a breeze. She has great energy to keep the days going by fast and smooth.

Discovery at Kingwood: One of my biggest things is celebrating employees’ accomplishments. This year Pablo celebrated his 5-year anniversary with NRED. In honor of his accomplishment we treated him to lunch, cake, and lots of attention for the day. He was extremely surprised. Thank you, Pablo, for everything you do!

Discovery at Kingwood: Cynthia had a prospect call the other day for information on an apartment and when she was asking her if she was available to come in and tour the lady had mentioned she was actually in the parking lot but her kid was asleep in the backseat so Cynthia printed out quotes, a site map and a brochure and went outside to meet her and basically gave her a “tour” right where she was since she was unable to view anything. She stayed out there for 10-15 minutes with this lady and answered all her questions. Talk about “People first!”

Discovery at Kingwood: During COVID-19 Katelyn went out of her way to make sure all her self-guided tours felt as though they were in her presence.

She would remain on the phone the whole tour and explained every detail of each apartment shown. She made it very personal and built a relationship with each prospect. She is also new to the apartment leasing industry and set an example of great customer service during such a difficult time.

NRED 23

Discovery at Kingwood: Early August, I started having medical issues with my stomach.

I was working at Discovery at Kingwood at the time and was not feeling well both physically and emotionally. During that time, Linda had been very supportive of me during this time. I confided in her at a time that got really hard for me and was probably on the verge of a breakdown. If it wasn’t for Linda’s encouraging words, I probably wouldn’t have easily gotten through that situation. For that, I am grateful – Jonathan Roving Team Discovery at Kingwood: When Hurricane Laura was supposed to hit Houston, Cynthia and Linda helped the maintenance team put up and take out the pool furniture. They did this while still helping residents. We really appreciated the help!

Discovery at Kingwood: During the COVID pandemic, crime has seemed to increase within the area. Specifically, one resident was hit multiple times and started to become frustrated understandably. Linda called the resident with pure intentions to tend and hear out this resident. She asked for his demands and awarded him a garage for free as an AMAZING Act of Kindness and Great Resident Retention.

Discovery at Kingwood: During onsite team day Linda purchased her team Gringos! The team indulged in beef and chicken fajitas. It was great for team morale and team building.

Palms: During COVID one of our single moms was really struggling to keep her kids busy and safe while being at home. Sara brought over a bunch of old art supplies and donated them to her so that her and her kids had plenty of activities to work on during this pandemic.

Palms: We have a family who does not speak English fluently, making virtual learning especially hard. Sara has been assisting them in translating some of the school content for the parents to better understand. It has been quite helpful and made it much easier for the mom to help her kids understand the materials.

Palms: We had a resident that was struggling with finding school supplies for their kids, so Sara, Brooklyn, and I all went and helped them find the things on the kid’s school supply list.

Palms: We had a resident that couldn’t come back into town to finish moving his stuff out of the apartment due to COVID so Brooklyn contacted Salvation Army to come and pick up the leftover furniture to be donated.

Palms: We had a prospect that came in and was rushing to find an apartment to move into asap due to a domestic violence situation. Brooklyn calmed her down, helped her throughout the whole process, and got her settled into her new apartment in no time. She was very gracious for Brooklyn’s understanding and patience.

24 The Giving Book 2020

Palms: We had a resident that lost their groceries when the power was out due to a severe storm and we got them a gift card to replace what they lost.

Palms: We had a resident that was having a bad day and had just lost his job. He came in and talked to Kia and felt relieved because she helped him find resources in order to help him pay for his outstanding bills.

Palms: We had a resident go out a town for a couple of weeks and Sara watered her plants for her while she was gone.

Palms: On my first official day at Palms by myself as a new manager, we had a pipe burst that caused a very severe leak for over 24 hours due to the city being short staffed. After staying until 7pm with Linda the day before, I got up at 5:30am to come back to Palms and help residents use different units to shower, wash clothes, use the bathroom, etc. since we had one building that didn’t have water due to the leak.

Boulevard : On Saturday December 14th, 2019 we had a Christmas event for the residents. We had Santa come to the property and take pictures with the kids. Several kids wrote a Christmas wish list and gave to our Santa. After the event we picked a couple wish lists from the kids. We got a small gift from each list. We will be delivering these gifts to the doors and hopefully put some smiles on the kids’ faces.

River Pointe: River Pointe: Hunter, the RP grounds keeper was in desperate need of new shoes. Today the RP staff gifted him with a new pair of shoes. He put them on immediately and his feet thanked him!Â

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River Pointe: We have a resident that just had his leg amputated, leaving him with no legs We brought over a bucket of goodies and gift card to chipotle. They also take full time care of their 9 year old granddaughter and she helps take care of them as well so we brought her own special bag with lots of fun stuff in hopes to help everyone through this trying time for this family.

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Discovery at Kingwood: United Airlines had a huge hiring spree and we had a set of 3 prospects that came in and Cynthia toured them. They are all being relocated from out of state, so they do not know a single thing about the area – they toured the apartment and left to visit other areas. Within 3 hours those 3 prospects had come back with a total of 9 people because of Cynthia and how she treated them. They all ended up leasing and moving in. By this point they were all exhausted, hungry, thirsty, had not sat down all day and had no clue what they were doing. She handled the chaos in the best possible way, with grace and patience (and a few snacks and drinks) and they were blown away by her customer service. Cynthia took time for each one of them to get them applied, walk them through the entire process, even showed them where they can shop, eat, get furniture, etc. They said they were going to tell all their incoming co-workers that they should come straight here and lease with us because of the way we treated them #differently!!

Waterstone at Cinco Ranch: On a weekend Shelly was on her way to open up the model and she saw one the teens from a residnce caring big bags of trash to the compactor. Shelly clearly saw the teenager was struggling with the bags. She offered to take the bags to the compactor.

Waterstone at Cinco Ranch: Sara lives on property and she noticed that one date late night there was a fire alarm going off across the street from her building , so she quickly got dressed and run outside without hesitation to figure out what was going on, as she was approaching the building she noticed that there was a grease fire in a unit and the sprinklers had flooded 2 units. She stayed supporting the resident and her pet because they were really scared. She did not mind staying up until midnight helping out and making sure the resident and pet were calm.

Candles: We had a new resident who moved into town who didn’t know anyone. Her dog had separation anxiety and she was worried about the move. Maria, with permission, walks the dog every day on her lunch break. Peanut butter and her mom are happy to have her!

The Falls: Larry Huskey has called the Falls home for 6 years. He is a daily presence in our office with a smile, cup of coffee, a story and our favorite candy. Larry is a retired Air Force Veteran that proudly served his country for many years. Over the years Larry has shared many personal stories regarding his time in the military. Last year the Falls team decided that Larry should display some of his photos, medals and commendations that he had received during his military career, so we purchased a memory box lined with the American flag. Needless to say, Larry was very touched and finally got some of his precious items out of storage to display. This year Larry decided to return the favor and brought each member of our staff various treats he had ordered for us for the holidays. We look forward to Larry’s visits and our thankful he continues to call us home.

Grand Villas at Tusan Lakes: Jim Millican and his wife in 9101 come and talk to me every day.

He said the highlight of his day is seeing me and my office team members. He was in the office 2 days ago and made a comment on how he loved our marketing gifts, they were big boxes of cookies…jokingly, I told him, I would have him a box ready! To his surprise he was delighted when I showed up at his door with a big box of valentine heart cookies? What a great feeling to see the smile on their faces! ~Gina Campise-Property Manager-Tuscan Lakes Palms at Clear Lake: We recently installed Parcel Lockers at our community as a new amenity for our residents. Everyone knows that with new things being implemented some assistance will be required.

We had several residents/delivery personnel not sure how to utilize the system. Nicole took it upon herself to show each person that came in how to register and use the lockers. The residents/delivery personnel were so appreciative for the help that they were bragging to others. Thank you, Nicole, for putting “People First.”

Imperial Lofts We have a very sweet older resident, Ms. Sondra. Well she goes to the grocery store once a week and has an uber take her and drop her back off at the community. Monique always makes sure that Ms. Sondra is greeted with such great kindness.

When Monique sees Ms. Sondra’s uber pulling up after her trip to the store, Monique will be waiting at the door to assist her with anything she may need. It just makes me happy to see such care and kindness, Monique was never asked to help Ms. Sondra with anything but just did because she is truly a caring person. Ms. Sondra is always talking about how much she loves living here at Imperial Lofts. She doesn’t have family here in Houston, so I’d like to think and hope we are making her feel very welcomed in our Imperial Family.

NRED 25

Discovery at Kingwood: Our model was painted last week in preparation for the upcoming renovation. My courtesy officer, Garrett, just so happens to live next door to the model and heard smoke detectors beeping. He walked outside and noticed that it was coming from the model. He immediately entered to find the fumes from the paint to thicken the apartment causing the smoke detectors to set off.

He turned on the a/c, opened windows and doors and ventilated the apartment out until the smoke detectors silenced (he had to do this for almost 2 hours as it was so bogged down). He went above and beyond his “courtesy officer duties” that night to ensure the safety of the property and the surrounding neighbors.

Avenues at Shadow Creek Team: Last week I posted that we would like to provide lunch to an Essential Employee to show our appreciation during the COVID19 shutdown. We asked that they reply with their Venmo, Cash App or PayPal and while working from home Wednesday-Friday my son and I drew a name each day via Facebook Live to announce the winner. It was a small random act of kindness but they were all very appreciative.

Avenues at Shadow Creek: This is Jose. His bike was locked up to the column just outside his front door and it was stolen last night. His mom e-mailed to inform us and ask that we send out a community wide e-mail giving the description in case someone sees it. The odds are usually not in favor for someone who has something like this happen. Because we know that this is Jose’s transportation to and from school, we bought him a replacement and gifted it to him after school today.

Boulevard: My giving story is about Courtney our manager at the Boulevard. I can honestly say that it is a joy to work for her. She goes out of her way to make all of us, her team, feel appreciated. She surprises us with gifts on holidays, treats us to lunch, and finds time in her day to make sure we are feeling supported in our role. She is kind, understanding, and offers guidance to help us reach our full potential.

Another special quality about her is that she sincerely cares about our residents. When someone really needs to talk to her, she listens to them and tries her best to satisfy their needs and make them feel important to us. She never shies away and makes us handle situations that are out of our control. I have worked at a few properties over the years, and I can honestly say that she is the best property manager I have ever worked for.

Avenues at Shadow Creek: We had a resident (who will remain unnamed) that was late with her rent this month. When she called in to say she would be late she seemed to be very upset when speaking to our Leasing Agent, Eryka. Eryka explaining the late payment process fees etc. and the resident was shouting that we didn’t understand and that we needed to work with her. She briefly mentioned 26 The Giving Book 2020

some health issues. Eryka told the resident that she sympathized with her situation and just listened. Later that day we purchased a Well Wishes card and flowers for the resident and left it in her apartment. She later sent this e-mail. “I am so grateful for the beautiful flowers and message you guys sent me. That was the most uplifting, amazing gesture anyone has ever done for me. You’ll never know what this truly means to me. Thank you so very, very much! You guys are awesome!” It’s true that we never know what anyone is going through.

Grand Villas: Kimberly received a call from a resident at the community next door looking for a package. She not only was very professional on the phone but explained what happened with the packages, took her name, number and apt # and told her she would contact her right back. Kim went over to where the packages were being held for safe keeping, retrieved it, notified the resident back and ensured we would hold onto it for her until she came by. The resident was so appreciative of Kim she asked to thank her but she alas was on tour and could not in person. The resident, Kat, said she was so pleased with her and appreciated Kim finding her package even though she does not live here.

She could not believe how well she was treated even though she is not a resident. Way to go Kim!

Grand Villas: Belem, Richard, Kim and Taylor took the time out to collect the information from Parcel Pending to clear out all of the stale packages, 65, from the lockers. They then proceeded to sort through current & past residents, delivered the current residents’ packages to their doors & notified them of the delivery, and called all of the past residents regarding their packages.

What a way to show your residents they are valued!

Grand Villas: Yesterday, when I was getting ready to leave a resident sent her daughter in because their car died as they were pulling into Grand Villas Katy. This resident had multiple children with her and was unable to maneuver the car on her own since there was no longer power steering! The office team (Richard, Melanie, Belem, Kim & Taylor in the driver’s seat) pulled together and came out to push the car out of the street/drive way, “drive the car and get the family out of harm’s way. Once the car, children and resident were parked safely on property the resident was able to go to the gas station next door.

Great job Grand Villas!

Falls Team: When the pandemic started, one of our leasing agents offered to go and get groceries for two of our elderly residents. She was able to bring them some groceries when they were worried about getting out. We love that we can help our residents and give back to our community.

River Pointe Team: Residents in #671 just got married this month, so got them a personalized wedding gift with their last name and wedding year. They were ecstatic when they came to pick it up. They loved it! Â

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River Pointe Team: During our unit inspections today, I had a conversation with resident in #311 when I noticed she did not have a TV on her stand and was watching TV on her phone. She let me know her TV broke and she is hoping that a friend of hers will have an extra small TV to give to her. River Pointe immediately went out and purchased a 32â€? TV and maintenance set it up for her so now she can have a much better weekend with TV to watch! She was very happy and thankful! Problem solved!!Â

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Imperial Lofts: There are many variations of the term “giving� by definition.

This story is not about one individual that gave but how we as Nolan came together to give during the trying time of the COVID-19 pandemic. We were able to learn a lot about one another on a more personal and professional level. Which in return builds for a much stronger team. We as the Nolan team gave support, guidance, and compassion when it was needed the most. As Nolan we gave each other the strength to have patience and understanding while performing our daily tasks.

Each bearing allowed for us as a community to emit the goodness towards our residents. We were there to lend a listening ear and words of encouragement if needed. It is said in times of crisis; love brings us together. The coronavirus crisis has not only brought us together on a new level but allowed us to give much more to the Nolan family and communities.

Imperial Lofts & Grand Villas: When the Imperial Lofts Team was out for our 14-day quarantine, the team at Grand Villas really stepped up and helped us like no other. Richard, as a Property Manager showed up daily with Travis to pick up grounds and clean the elevators. Melanie came in and covered the office a few days and reached out to residents regarding rent payments and processed checks for Karina. Belen was even ready to complete a work order even though she was there as office coverage. This team stepped up and showed what the Nolan family is really about. River Pointe: We have an elderly lady that lives here with her son and every day she would come in the office and get hot chocolate. We believe this was her favorite part of the day so at least once a week we deliver her hot chocolate and she is so over joyed every timeÂ

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Boulevard: Last week Courtney made masks for staff, residents, etc that didn’t have them or the means to get them quickly. She had such a request she made a ton of them all weekend long and gave the rest out today. I think this was an awesome way to spread the love and would like to give her a shout out in the newsletter or the next town hall. From what I can count there was over 100 of them.

NRED 27

Imperial Loft: We work with other team members every day and don’t realize how much influence individuals have on us. When the Imperial team had to quarantine for 14 days, I noticed just what each one of these people who have become like family bring to my life.

Karina has a pure light and kindness that can be seen and felt by anyone that is around her. This reminds me daily to step back and always be kind.

Randy is a pure joy and laughter even when being placed in an ambulance. This reminds me daily to smile and find the funny joyful moments in any situation.

RJ is my life saver that takes on every IT task and always shows me funny videos. This reminds me that even though I’m aging my mind can stay young.

Monique is one of the friendliest, most engaging people I’ve ever met. When people comment on her shops, it’s always about how engaging she is. And that is the great thing, she is genuinely interested in other people. This reminds me that stepping back, and listening can be sometime be better than just talking.

Georgina is a powerhouse that has one of the hardest jobs in this industry and keeps a beautiful smile on her face thru it all. This reminds me to find happiness and keep my smile no matter what happens.

Eloy is one of the most dedicated and hardworking people I have ever met. He reminds me daily that hard work will always pay off and earn respect.

Donald is a genuinely kind- and good-hearted person. He goes out of his way to help residents with groceries or packages and checks on our elderly residents while doing his job. This reminds me daily to think about how other people are dealing with these times and to be patient.

These are not the typical things that will be said in a “giving story”, but these are the things, feelings, outlooks and prospective that the team at Imperial Lofts give to me and I am forever grateful. Going 14 days without them was probably the hardest part of self-quarantine.

Grand Villas: Richard and the Grand Villas team are a treasure! Not once since COVID hit have I not been able to contact Richard to help with office or maintenance coverage or basically anything else that we need. Recently I needed a 2nd power washing machine for us to complete our breezeways and he offered his without hesitation. His team member Travis loaded it into my vehicle and Richard even offered to come pick it up so I wouldn’t have to take it back. He is the epitome of a true gentleman.

Ashford Lakes;: A former resident forgot her engagement ring on the kitchen counter after a moving out. She had moved into a house all the way in cypress. She reached out to our on-call line around 9:30PM. Berenice was able to catch the call and retrieve the ring as opposed to having maintenance come out to unlock the door. Thank goodness Berenice lives on site and did not second guess to return the ring to its owner. Berenice them met the former residents at 10:30PM to retrieve their prized ring and the former residents was so grateful.

Ashford Lakes: 28 The Giving Book 2020

We had a move in that was traveling in from out of the country and where told that the time frame of their arrival was going to be too late to get a hotel for the night. They were worried they would have to sleep in the rental car the first night in a brandnew country. Berenice gave them the property iPhone number and around 3AM she assisted the new movie is about getting keys to their new home. Traveling can be overwhelming, so we wanted to make sure somewhere to sleep wasn’t something they needed to stress about regardless of the time of arrival to their new home. Berenice insured they got keys no matter what time their arrival was going to be, and she made it happen!

Butternut: First and foremost, I want to shout my team out for running the property so well while I was out for my traumatic birth at 26 weeks. (Rose is doing so well now! Our little miracle baby) They all did a great job stepping up making sure everything that needed to be done did. Extra shout out to Brandi and Robb!

Brandi was completely thrown into the position when I went out so unexpectantly early and manage to pick it all up. It was a relieve to not have to worry about work when we had so much more on our minds. I LOVE my team!

Ashford Lakes: Ms. Martha one of our lovely elderly residents needed help moving her car closer to the carport as her car could not start.

It was towards the end of the business day and she needed some assistance pushing her vehicle. While, Daniel the maintenance tech pushed her car and Regina steered her wheel they were able to move her car successfully into her parking space. She was in such relief that these two helped her get car out of the middle of the street.

Ashford Lakes: Once upon a delivery an amazon driver decided to take matters into his own hands and purposely left over 30 packages in the mailroom since our parcel lockers were down due to a rain storm we’ve just endured. He openly admitted that he was not feeling up to par to deliver packages to everyone’s door even after the fact he already scanned and marked all packages as delivered to the parcel lockers. As residents were receiving notifications that their packages were delivered, they were not. In all actuality they never made it to the designated spot or the parcel lockers nor received a code of some sort. Berenice contacted residents to come by and pick up their packages. A few stopped by the office to retrieve but not all. With parcel pending lockers not working at the time and residents having to wait on their packages Regina decided to take the remainder of the packages and hand delivered them to the residents herself without being told to do so! Such a great selfless act and literally delivering happiness to our residents!

Ashford Lakes: It started raining out of the nowhere extremely hard one day. As it started to pour down Anh looked outside of her window and seen a young lady with her year-old son. She was not prepared for the rain as you can tell, the pair was headed for the front steps of the office. At this time the rain was not letting up and was just getting heavier at this point. Anh opened the door and asked if they lady needed any help anything. The lady said no, they’re going to wait it out until the rain stops completely. Anh proceeded to ask the lady if her or her child would like some water, she again shot Anh down with a no thank you. A few mo-

ments later the lady knocked on the door asked if Anh a question. There was a language barrier as we were trying to make out what this lady was asking. She was asking if we could help her get an uber. Anh asked the lady if she has a mask for her and her son, they can come inside the office to we can better assist her. The lady’s phone was shattered, and you weren’t able to see her screen really well. So, Anh ended up using her phone to get that lady and her son an uber ride home.

Victory North: I had a resident call and say she had a package delivered to her door and was out of town for the weekend. I went to her apartment and picked up the package to hold in my office until her return.

Waterstone at Cinco Ranch: One of our residents called earlier last month saying that this month we will receive a check from Fort Bend County to help her pay for her rent. On the 4th of month Sara realized that the check had not been received so she tracks the check to a leasing office in Stafford TX. She called the resident and the resident let her know that she couldn’t go get it because she had small children under her care and she didn’t want to expose them, Sara volunteer to go pick up the check for her and posted to her account Grand Villas Team: I’ve been short staffed often but every time I called the team at Grand Villas for help, they are here to the rescue. The last 3 times I called them with a short notice they made it happened.

Last time I had to go file a writ of possession, so Melanie came to cover my office while I went to court. Richard and the team are always eager to help. We truly appreciate their support.

Waterstone at Cinco Ranch: On 07/27/2020 Prospect on came to us to see and apartment.

Sara drove the golf cart and told her to follow her so she can show him 16105. After the tour the prospect car wouldn’t start back up so Sara came back to the leasing office and drove her car back to give him a jump Imperial Lofts: At imperial Lofts, each staff member is family. We take care of one another and give help where it is needed, in and outside the office. Our maintenance team has so much on their plate as we all know their tasks on each community, it can be so overwhelming at times. Mari and I gladly helped our team pressure wash buildings on our community to help ease the load as much as we can. As a part of the Imperial Team we give a helping hand to one another and more. I love being a part of our Imperial family.

Victory North: We had a large grease fire in one of our resident units, Shelby (our leasing agent) who lives on site stepped up and managed the entire situation. She was able to communicate effectively to all residents, fire department and ensured that everyone was safe.

She also kept me informed every step of the way. She showed amazing leadership! So happy that she is a member of my team!

Boulevard: Crystal never fails to offer to do filing when other leasing consultants are buried under mountains of files needing to be completed. Even when she’s having a rough day personally (as

she’s shared, she has had some really trying months recently), she’s always ready to come to work and put a smile on other people’s faces. Every time I work with her, she shares with our residents how much she loves that we all have fun together and take care of one-another. When she works every Sunday, she makes sure to help Heather clear out her shredded paperwork, she changes our trash, she re-stocks the drink refrigerator, and she cleans up out file room. She just does the stuff the rest of us don’t want to or are too busy to realize need to be done. And she never complains about doing it. Crystal is one of the kindest and most helpful co-workers I’ve ever had, and I always look forward to working with her!

Boulevard:

Courtney has been making masks in her spare time, but what you may not know is that she’s made it her personal mission to make masks as comfortable as possible. I wear glasses that often hurt my ears, so wearing masks that stay secure and wrap around my ears can be a major pain. Courtney has made most of the masks I wear to work and has gone so far to memorize what I prefer.

This morning she brought me one that’s different from literally every other mask she’s ever made because she wanted to make sure I was comfortable! She’s gone so far above and beyond, that I now mention her on every tour as my example of “Simply Put: People First”. I’ve never had a manager that has cared this much especially in an industry as stressful as this one and especially in a time as absolutely crazy as this one. I feel truly blessed and grateful to be a part of her team and her dedication makes me work that much harder every day.

Boulevard:

While I know he’s just doing his job, Adaf is always really helpful as a fellow leasing consultant.

I’ve worked in student housing, conventional leasing, and luxury leasing, and BLVD is a whole other ballgame when it comes to paperwork. Even at 6 months in, I’m still learning something vital every day and it’s usually the hard way. My one saving grace has been Adaf. He’s always happy to help, never questions why I need an explanation, and he constantly helps me solve the problems that often make me want to tear my hair out. I’ve never been the kind of person that likes help and I really don’t like depending on others to complete tasks, but Adaf makes it easy for someone like me to ask questions. He’s honestly a paperwork wizard and deserves every accolade out there. As an example, I’ve had an applicant that I couldn’t get all my info for to save my life. Every time I thought I had what I needed, something else was wrong and needed corrected.

Finally, I got it all finished and then according to all that I had done, my applicant wasn’t even going to qualify for the bonded apartment she’d applied for. Then, after giving the file to Adaf and asking for help, less than two hours later, everything was fixed, and I’d learned another aspect of bond application that I hadn’t before.

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Boulevard: Recently, Crystal spent 5 hours working to make sure our files were re-arranged. Before Crystal did her magic, the files were crowded and a hassle to get into. It made filing, an already frustrating task, even more loathsome and often caused me personally some anxiety. But because of Crystal’s hard work, we now have files that are organized and easy to get into. It’s refreshing and makes our day-to-day here at BLVD just a little bit easier which can sometimes make all the difference. I appreciate her more than she can know, and she frequently does not get the recognition she deserves. Hopefully, this helps change that!

Avenues at Shadow Creek: We had a resident transfer and the residents seem to be very upset about some minor issues. After listening repeatedly to the same concerns and offering solutions in my absence Kim and Eryka were able to earn the resident’s trust and she told them that she just had a family member suddenly pass away. We all thought it would be a great gesture to take them a condolences card and plant upon my return to the office. It’s such a small act, but they were so very appreciative.Â

Victory North: Today I had a resident who owed a small balance. When I called her, she said she was not capable of filling out a check. I offered to meet her at her apartment to fill out the check for her. Her husband has Lou Gehrig and she doesn’t know how much longer he has, and she no longer has use of her right arm. She is learning to use her left but can’t write well. I offered to help her every month if she needed help getting her rent to the office.

Victory North: My move-in into apartment 4117 on August 6th, called last week to explain to me how much he loves the apartment complex. His exact response was “I am living differently now�. He claimed how much he loves the dog park and the amenities we offer as well as his apartment unit as a whole. Tuscan Lakes: When care and consideration count the most! Shantel tell does a great job considering our resident’s needs. A sweet couple came in to leases she took the time to meet their needs. Not everyone is computer savvy and pushing resident past there comfort zone can really be a downer. She took the time to do everything the traditional way. Then to top it off she remember, how much they like there plants. They were over joyed to receive such a thoughtful move in gift.

Tuscan Lakes A resident was scheduled to have some work done in their apartment, Lisa Bass walked the vendors to the apartment to let them in, the resident was not home. Upon entering Lisa Bass noticed that their pet had made a mess by the washer and dryer area and was not in the kennel.

Lisa cleaned up the mess for the resident and placed the dog back in the kennel. A lot of times we do not like cleaning other’s messes, especially when they don’t smell so good, thank you Lisa Bass for going the extra mile!   It’s the little things that make a big difference!

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Grand Villas: Alicia Harmon had been working at GV for the last month or so helping onboard our new leasing agent Maya. She is brand new to the industry and the amount of time and help that Alicia provided to Maya is invaluable. Thanks Alicia!

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Discovery at craig ranch: Heidi Najera and Mandy Reed- We have a resident that emailed us and told us that her sister passed away. This resident is a big complainer that can sometimes bring down your spirit but that didn’t stop Heidi and Mandy from buying this resident flowers and coffee and a card. This brightened up her day and she wrote a long email thanking them for sending thoughts and good vibes her way.

Tuscan Lakes:

I don’t think I have ever been so heartbroken over a resident before. I am telling you this place has my heart. One of my longtime residents, invited me over to her apartment to tell me she has stage 4 lymphoma and may not live past Christmas. We sat at her kitchen table and talked for over an hour, we cried over her recent news of stage 4 lymphoma and talked about how life is so uncertain. We continued to talk and laughed at some of her jokes and my comebacks to her jokes‌ she thanked me for making her laugh and told me our visit was a breath of fresh air and that she will miss me and her home here at Tuscan Lakes. I have always loved talking to Ms. Joni over the last 3 years, she is from New York and has that funny/dry sense of humor. I will miss her dearly.  We are going to pick up her boxes for her at Home Depot and I told her I would help her pack a few things. She has no one here to help.

She will be moving out of state with her son, she will be missed dearly by me.Â

☚

Victory North Team: We had a raffle for a 65� Samsung Tv here for a renewal incentive and one of our longest-term residents won! Cassie is one of our original residents who has lived here since 2016! We are so thankful to have her here! She stopped in just to let us know that she never wins anything! So happy we could make her day!

Butternut Ridge: Heather, the PM, had to take an earlier than expected leave from Butternut. Brandi Schmidt, the Assistant Manager, stepped into the interim Property Manager position after only being back from her maternity leave after 4 days. Brandi stepped into this position without hesitation and during a paramedic. She ran the community amazing and did a fantastic job.

Discovery at Craig Ranch: My story is about our property manager at Discovery at Craig Ranch, Mandy Reed. I could write many thoughtful caring stories that speak to her character and ability as a manager. The way she handles situations with residents and a time she had my back as an employee but also maintained professionalism dealing with a resident. I had been working here for about 6-7

months at the time and had lived in property my entire time with Nolan. I had recently had a Resident move in above me that was completely out of control at all times of the night. She gave me many options to create a better situation for my family and I but ultimately didn’t feel like moving again so she handled the situation for me. She’s probably the best manager anyone could ask to work for and a great human being to be around. Sometimes you come across those rare individuals in life that people want to be around and that you feel make you a better person and she is one. Always outgoing, smiling, fun but professional to the core. Discovery at Craig Ranch: Mallory Williams- Mallory started here 2 months ago and has already made such a difference at our property. She always has such a positive attitude. She comes in with a smile on her face and takes on any task sent her way. She loves to put together mini models and she loves to help people. I can see the joy in her eyes when she is helping residents with packages, renewals etc. Mallory is a great addition to our team.

Riverpointe: We were informed that River Pointe’s favorite person at ChickFil-A across from the property is leaving to go to college. Our staff has really enjoyed seeing Honey almost every day and she will be missed greatly. Honey has taken great care of us, always remembering our names and orders with a smile. We created a wonderful gift basket of goodies for her college adventure! We will miss you Honey!Â

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Fairgate: In August 2020, Lori Robinson, manager of Fairgate Apartments in Columbus, Ohio had a resident that not only lost 4 family members to gun violence and COVID, she also lost her baby in her 3rd trimester. Wanting to do something to brighten her day Lori gave her a beautiful flower bouquet and a thinking about you card just to let her know that the Fairgate staff care about her.

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Fairgate: One of Lori’s residents called her to say that she had not seen her elderly neighbor in a few days. The senior normally walks to and from the bus stop. Lori called the resident to make sure she was okay and that her neighbors were worried about her.

She told Lori that she had been staying with a sick family member, but she was so shocked and just thankful that they thought enough of her to call and check on her. She said it felt good to know that there are people that care.

River Pointe: Team As a notion of River Pointes appreciation for fire fighters on this very tragic and memorable day in history we brought baskets of treats to our local fire station on the 9.11 anniversary.

Avenues at Shadow Creek: This is one of our own, Rafael Bustamante. Rafael was our Groundskeeper for over seven years. He retired this week.

Although we are sad to lose him, we wish him the best back in El Salvador. We celebrated best we could by ordering lunch, laughing, crying and reminiscing over the scrapbook of memories we made for him.

Candles.

Due to a family emergency and a pre-scheduled vacation, Maria and I were not able to be in the office from August 7-9. Without hesitation, Krystle (from the Candles) volunteered to cover our office in our absence. Her doing so took so much stress and worry off both of us, and her kindness with never be forgotten!!

I even think she leased a few townhomes while she was here!!!

There are Angels on earth! Thanks a million, Krystle!!

Spring Creek: One day Maria and I walked around the property and handed out little Paddle Ball’s to all the kids that were out on the property.

You should have seen some of their reactions! It was like giving them a little nugget of gold!!

Spring Creek: We had an issue during our first couple months at the property where a resident’s power blew. Our guys work through the night along with Ryan Electric and yet they couldn’t fix the source of the issue until the next day. We didn’t want to leave the resident without any sort of power, so we found a vacant unit nearby and ran extension cords. We got the issue fixed asap the next day and bought a gift card to thank the residents for their patience.

Spring Creek: I arrived to the office one weekend to find this huge, weird looking spider on the floor just inside the front door! I nearly stepped on it but was so scared that I jumped over it! It then started moving toward me and I screamed like a little school girl!! OMG! I was freaking out! So of course, I called the one person that I count on most around here. . . my little super hero. . . MARIA!!! (I kid you not!) She did not hesitate to drive over on her day off to get the spider!! She literally picked it up (with her bare hand, mind you!) and put it outside! I was freaking out!! She saved my life that day! Lol Let’s just hope we never have a mouse in the office!!

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London House: Monday night there was a fire at LH. Tara went so above and beyond to communicate with the residents on next steps. A cat escaped (thankfully) but now is missing as she got away from her owners outside. Tara reached out to Tiffany to help broadcast this and get a post made right away to help this resident out. The resident was so very thankful.

Waterstone: We have an elderly resident that always walks around the property. One day she felt down while walking and Isaiah went to try to help her, since he didn’t want to move the lady to much he went and got a chair for her so she can seat and rest. He checked on her, he called the office and we rushed over there.

Thankfully she was doing good and we called her family.

Boulevard: I made some masks to give to residents and posted on Facebook. I sent out 9 in the photos below, and an additional 8 the other day. Spread the Love not germs! Residents love them!

Boulevard: Matt our courtesy officer always takes his duties here to the next level; it is a true member or our team. When the dust settles, and he hasn’t heard from me for a while he will always send a quick text or stop by my office just to ensure that all is well. He is a true pleasure to have at Victory North.

River Pointe: Ralph in #651 is unable to take his wife out to dinner for Valentines. She is bed ridden due to terminal medical issues. We found out her favorite food is lobster. On Valentine’s day about 5:30 PM, The River Pointe team brought a Lobster dinner for 2 for Ralph and his wife to his apartment home. It was a happy Valentine’s day after all!!

Tuscan Lake: Where do I begin about Tara Gerhardt? First let me introduce myself. My name is James Robinson and I am the master trainer that works at the Avenues at Tuscan Lakes location in League City Texas. I have been in this position since November 12th of 2018 and my experience with Tara has been nothing short of amazing.

To give you a little background, I was in the process of a divorce and even though I had been in the fitness industry for 25 years, I was a little uncertain as to what my future held. Me and my ex-wife had literally split up earlier the same month that I started with the company. Let›s just say that when I went in for the interview with Tara, I had zero expectations whatsoever but was definitely excited to hear the direction the company was heading in regards to providing Health and Fitness to their community.

Tara immediately made me feel extremely comfortable and I felt like I was talking more to a friend or a sister then someone who was my potential boss interviewing me for a job.

We clicked and had the same thoughts and visions and I knew that she was someone that I could work hand-in-hand with without hesitation.

Even though I have now been in the industry 27 years, she always has phenomenal input and helps give me a fresh way of approaching getting people involved and just the total and complete development of the program.

There›s not one single time that I see her that she doesn›t ask me what can she do to help to make the program more successful and I honestly know without a doubt that I can turn to her with any suggestion or recommendation and she will truly listen.

Even though I greatly respect her authority and position and I honor that, I view her more as a teammate and someone that works hand-in-hand with me instead of over me and it›s refreshing.....

Now on a personal note I›m within the community a lot because it›s one of the main ways that I promote the program.

I go out to the pool on a weekly basis and make my way around the entire pool introducing myself to everyone and I continued this sort of dialogue throughout the community where there I›m walking the community or using the facilities.

The manner in which the people that live within the community speak about Tara is refreshing and rare for someone in her position.

I have been a business owner six times and have worked in the corporate world for most of my adult life and let’s just say that managers have to make the tough decisions and aren’t always loved by those that either work for them or the company’s or community in which they manage. That is absolutely not the

case with Tara.

Everyone loves Tara, and everyone speaks highly of her and there’s a reason for that. She puts her heart and soul and what she does, and she generally really does care. It is obvious in the way that she communicates with people because she handles her business first but then she always has a way of making sure everyone is doing well in their personal life and she takes an interest in people individually.

That is a phenomenal quality and not something that everyone possesses and because of that she gains the respect and love of everyone she comes in contact with.

I could honestly write for days on not only the positive impact she makes within our community but with the employees or vendors or anyone else she comes in contact but hopefully I have made my point in this short letter of just how wonderful she is and what amazing impact she makes here within our community. She gives love and she is loved.

River Pointe: Resident in #1012 just lost her father. To show our concern and support we gifted her with a card signed by the River Pointe staff in hopes to help heal during this difficult time.

The Falls: One of our residents that has become a family member of ours here at The Falls is John C. He always comes in wearing a smile and likes to share about stories from his past. He is a veteran and has lived at The Falls for quite some time. We noticed that he often uses an umbrella for a cane. When asked what happened to his real cane, he mentioned he lost it a long time ago and just never got another one. Knowing that he is on a limited budget, The Falls thought it would be nice to get him a solid wood cane that he can use for years to come. John was elated with the gift and now carries it with him always. We were thrilled that we could do something for one of our residents that was very special to him.

River Pointe: Resident in #1133 is expecting a baby very soon. The River Pointe staff brought her a small baby care package to help prepare for the new baby.

River Pointe: When we found out that leasing agent Kristin just got engaged, we celebrated with cake making it special here at the office.

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Home Office: The residents have noticed the courtesy officer change immediately. Jarren, our new CO joined our team in June and has made in impact with his presence from the start. He is always visible and implements the community policies as needed. We have received positive feedback and a lot of “thank you replies” from residents.

Home Office: Our leasing agent Jianell, has recently been promoted to full time. From the moment she came on board, she has been the burst of energy that we needed for our team. Her positive impact and customer service have become a joy when entering our office. She became a leasing star on her very first shop which is one of the few accomplishments she has achieved. As Jianell continues to grow and evolve in her position, she also goes above and beyond by reaching out and following up to all of the new and current residents. Recently, #313 was sick for a week so Jianell checked her mail and brought any packages she may have had delivered and put it at her doorstep every day until she was better. The resident was so appreciative! Thank you Jianell for being an amazing part to our team!

Virtual Team: The resident in #233 just knew that at the end of her lease term, she was not going to renew her lease contract. When she signed her renewal in 2019, some of her friends moved to a new community in the area. So Ms. Campos thought she would follow suit until mind changed quickly after she said she has experienced such remarkable service. So remarkable in fact that she has decided to stay and renew. Ms. Campos is very satisfied with VL being her home. She even stated a new place would not measure up with us because we are priceless Home Office: Our pest control vendor thanked Jianell for her customer service towards him when he came to service our property. She simply explained every apartment’s issue thoroughly. He stated that when he visits other properties, no one has ever talked to him with kindness so he appreciated it. Jianell responded back and said “absolutely, you’re a person too!” He thanked her again and said” you’ve made my day!” #peoplefirst.

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Virtual: Our part time leasing agent, Emma became the final piece of our puzzle in July. She settled in quite well considering that this her first time in the business. Her customer service matches Jianell’s. They are a remarkable team. She has currently joined the Leasing Superstar Club as she aced her first shop!! Her rapport with the residents in the short time of joining our team has been amazing. One weekend, our parcel pending system went out. Emma took all of the packages out of all of the boxes on a Saturday and contacted the residents to retrieve their package. This is an example of great customer service by going above and beyond. Thank you, Emma!!

Virtual Living: During this pandemic, everyone has been impacted with such uncertainty in one way or another. Freddy Perez who is in #913 lost his job because of this. He came into the office to express his concern of perhaps not being able to pay his rent for the following month. Because he came in early, we gave him numbers of resources to call to assist just in case. A couple of days later, he called and told me that all of the agencies were at capacity of assisting anyone else. At that point, we as a company just rolled out the hardship program. I explained how it worked and that we would be able to help him in that way. He was so overwhelmed with emotion that he thanked me by yelling over the phone in gratitude. I was so glad that I was able to share this with Mr. Perez, he is such a great resident who pays his rent on time every month. When he paid his rent after the month of deferment, he personally thanked our team again for helping residents in need!

Virtual Team: While completing a service request, #1131-Michelle McDermott, told the maintenance that she has no plans to ever leave VL! She told Fredis, that we take very good care of her and the property always looks amazing!

Harmony Collaborate

Alliance

Virtual Team: Cheryl White, who is in #416 thanked our team for being a constant support and communication for her. She is not from Texas and relocated because of her job. She said that our continued service has helped her through these months of hardship of missing her family. She is working from home so we gifted her with a care package of energy snacks and drinks just as a token of encouragement from team VL.

Home Office: Amanda, our assistant manager was transferred to VL at the end of April. She has brought her experience and knowledge to our team. This in fact has added to our success. Amanda represents hard work and commitment to her role. We are so appreciative of her consistent attributes. Every day we exceed another goal together. We look forward to the continued success you bring forth to our team. Thank you!!

Team Work

Unite

Home Office: A prospect came into to tour property, he complimented us on how well our leasing office is practicing social distancing with extreme safety guidelines. Jianell, our leasing agent told the prospect that “one of our core values in our company is putting people first and this includes your health too!“

Cooperate

Collaborate

Alliance

Team Work

Unite

Harmony Cooperate

My giving story is about Courtney our manager at the Boulevard.

I can honestly say that it is a joy to work for her. She goes out of her way to make all of us, her team, feel appreciated. She surprises us with gifts on holidays, treats us to lunch, and finds time in her day to make sure we are feeling supported in our role. She is kind, understanding, and offers guidance to help us reach our full potential.

Another special quality about her is that she sincerely cares about our residents. When someone really needs to talk to her, she listens to them and tries her best to satisfy their needs and make them feel important to us. She never shies away and makes us handle situations that are out of our control. I have worked at a few properties over the years, and I can honestly say that she is the best property manager I have ever worked for.

- Boulevard Employee

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Real

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Residents

Unite

Waterstone: Shelly had a lease and the resident voiced his experience with me on his move in date. He said that he was very impressed with the service that he received, and he even bought coffee for everyone in the office.

The Falls: One of our long-term residents was recently moving out to relocate out of town and needed to sell a lot of furniture. They posted all their furniture on Facebook Marketplace and donated all of the proceeds to The Kansas City Humane Society. We also volunteer at this great non-profit yearly for NRED Cares day and we were so pleased to see a resident help them out as well. We love when we see our residents giving back.

The Falls: Resident gives us a sweet treat. A bunch of us at The Falls love Starbucks (white mocha, please!). One of our frequent visiting residents gifted us some Starbucks gift cards to thank us for always being kind to him and helping him out. He said the Maintenance team does a great job whenever they come and that he wanted to do something nice to thank us. What an awesome, thoughtful resident!

The Falls: A resident of ours invited us all to the blood drive that she is a part of every year. They needed extra volunteers this year with there being more demand. Unfortunately, the timing did not work with our schedules, but another resident that was in the office overheard and was able to make a difference. They volunteered at the blood drive and helped out. You never know where you could find an extra lending hand when you ask!

The Falls: The residents and prospects have been amazing with all of the office changes! Us requiring masks and asking for appointments has been respected by almost all of them, even with a 38 The Giving Book 2020

The Falls: One of our leasing agents, Jennifer, loves cats and dogs. Residents know that, especially the ones that bring their dogs in for treats daily. The dogs run over to her desk and get a piece of pup-peroni. She always greets them with a pet and a smile.

One resident even brought Jennifer a sweatshirt with cats on it!

We love seeing all the people furry friends in our office.

The Falls: The community we are in love to gives back. We have an elderly veteran that is a resident here that has been in need of teeth implants for a long time. There is a local dentist who has been working with him to make this dream come true. He should have his new smile back soon. We appreciate people in our community that are willing to give back! Kansas City is a great place to live. Vendor & Resident

Team Work

Unite

Collaborate

Cooperate

The Falls: We have a lovely resident who volunteers at a food pantry on the weekends. She brought back a couple boxes of leftover food to share with some of the residents at The Falls that might be in need. There were several residents who grabbed some of the items. Times have been hard on some of our residents with a lot of people losing work due to Covid. It is nice that our residents try to take care of each other in times of need.

) We just want to thank

everyone for being so considerate of their neighbors and the staff at The Falls!

Harmony Alliance

The Falls: Home-Baked goodies! We have a sweet, elderly resident that calls us her family. She is frequently bringing us baked goods and coming by to keep us up to date on her granddaughters. We really appreciate those visits and do what we can to give back to her, whether it is treats for her very loved cat or a thank you card sharing some love. We truly have the best residents here at The Falls!

smile (although, we can’t see it

The Falls: One of our great residents, Sarah, has done so much to help other residents during the pandemic! She has been making masks like crazy and donating them to nearby businesses and giving them out to staff and some residents at The Falls. She said she has done everything for free and bought all the supplies with a few donations she had been given. We love having such thoughtful residents at The Falls.

The Falls: We had a prospect named Nathan come in for a tour, Nathan was going through some rough times, so we were determined to make his moving experience the best. There was a mix up and had to switch him units last minute but ended up liking the new selection better, moving in Nathan loved his Apartment and wanted to show his appreciation for the help, we found out that Nathan worked in a winery and after the first few days of living at The Falls. Nathan started to bring special Limited-edition chiefs wine bottles for the staff to thank us for the experience.

London House: Dayna Castro is a resident at London House. She is always willing to help with resident events, she brings the office staff lunch, and helps us decorate the office for festive holidays!

Thank you, Dayna, for always giving a hand!

London House: Thank you to the resident at London House that provided us a tree, ornaments, and other holiday decorations when we were limited on what we had to use! The resident had moved from out of state and had extra items and provided them to the office to use. Thank you!

London House: Alicia is a resident at LH, who will frequently bring home cooked meals to office staff for lunch! Thank you, Alicia, for making sure we get fed and taken care of!

London House: Sean and Katherine Clarke – Residents at LH. Sean and Katherine came to LH in the later part of 2019. They were Falls residents and had recently found out they were expecting and needed a bigger place! They talked about how Nolan is different, and they wanted to stay in the Nolan family! Thank you for staying with our family and congratulations on the new addition to your family!

Discovery at Kingwood: One of our residents, Juliana, packs up cookies in bags every morning and gives it to our maintenance crew. She makes sure to check on them each morning and reminds them to drink plenty of water and stay inside when they can. She is always on the lookout throughout the community to help us keep it beautiful also!

The Falls: We have a couple that moved in and were thrilled with their new apartment. They said Jennifer made the move-in process smooth and they had piece of mind that they made the right choice to live at The Falls. They were so happy with their experience that they brought the entire office staff donuts the following day. We love our residents here at The Falls and it shows in our efforts to treat them as well as we can.

Butternut: 5770I2 gives all the kids a pep talk before school starts each day.

Butternut: Resident gave Shereka a gift of magnets to thank her for doing such a great job on cleaning the community.

Butternut: Javier and Martha (residents) gave all the staff beautiful orchids.

Butternut: Sharon Grey (resident) brought flowers to Jess for helping her with the PDQ app (to get entry into building).

Resident offered to help Jessica bring groceries up to her thirdfloor apartment.

Virtual: This was the first time renting an apartment for the resident in #519. Those first-time jitters kicked in when she actually picked up keys. She still had so many questions. With patience and understanding, Jianell, our leasing agent, answered all of the questions and walked the resident in setting up in the resident portal. The resident came back into the office two weeks later and gifted Jianell with a “Thank you” card for her assistance.

One of the many #peoplefirst resident stories.

Virtual: We have to commend this entire Virtual Living team for their constant role of showing amazing leadership. These challenging months have not been easy for any of us but you all continuously push through without complaints. Giving your time, effort and performance is a valued representation to your company.

We are proud to be a part of this community. We thank you for your extraordinary service.

Avenues at Tuscan Lakes: Being a new leasing agent, you want to get to know your residents and start to build a relationship. My residents have been very welcoming. One lady in particular and I were talking about our fur babies. She was saying how her dog would just bury and hide his treat. When I expressed to her that my dog loves those treats, she offered to bring them to me. The following week she came in asking for me by name with the bag of treats. This small and genuine gesture made me feel happy and welcomed:) The Falls; Officer Jay Fleer Officer Jay Fleer has been with Mission PD for over 20 years.

He has been our unofficial “community officer” for many of those. His kindness, humor and tenacity have been invaluable when dealing with some of the unique challenges we have within our community. Jay was recently honored as a KC Hometown Hero at the Chiefs game. Officer Fleer was involved in an active shooter call near a grade school in Mission, Kansas last year.

For his bravery and dedication to his community he was also awarded the Mission PD Gold Medal of Honor. We are honored to know Officer Fleer and be able to rely on him to help make The Falls a good place to call home!

Butternut: Residents Linda and Mike always make sure to stop in and compliment the team on how well they do!

Butternut: Lee(resident) brought gifts to Jess and Kayla for being extra helpful with the move in process.

Butternut: Sandy Skerda (resident) shouted out the office staff for their exceptional customer service while the pool renovations were happening. She also shouted out the maintenance team for doing such a great job making sure it stayed beautiful after we were able to open it!

Butternut:

Grand Villas: Residents Diana Greenwood, gave the entire staff gift cards for Christmas, Kina Williams bought us Tiff’s Treats just because, Lavonzelle’s Stokes son works at Whataburger and decided to bring us all lunch on his own, Rosmar gifted Taylor a wallet after Taylor helped her with her transfer, Amanda Salas gave thank you cards for team’s customer service.

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Avenues at Shadow Creek: Meet Ms. Brown. She is not only a resident of The Avenues, but one of the sweetest giving people we have met. She is always feeding us from tacos to fried chicken and cake. It’s like she knows that food is the way to our hearts. If you see The Avenues Team carrying around a few extra pounds just know that we owe it all to Ms. Brown.Â

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Victory North: A resident who lives near me, Kord, had gone out on the hunt for groceries and toilet paper during this Coronavirus panic.

When he came home my sons and I were hanging out on our patio and he came up and asked if we had been able to stock up yet. I told him not yet but was planning on it. So, he handed me an 8 pack of toilet paper after he had found a shipment at the dollar tree. It was so nice of him to just hand over a pack while everyone is in panic mode! – Serena Rogers (Leasing @ Victory North) Avenues at Tuscan Lakes: The pandemic has thrown us all for a loop and caused shortages on items. That we never really thought would be hard to get. Our maintenance team continues put their selves out there each and every day to make sure the property runs smoothly.  Our residents are taking note of that and know we are still here.  Mr. Steve Dillon Is one of those residents that realizes the risk we are taking and wanted to help in any way he could.  He has provided our team N 95 mask to ensure their health.  This is an amazing gift; they are more precious than toilet paper.

Avenues at Shadow Creek: Ms. Rector expressed that she wanted to help a single mother in need if she was affected financially by the pandemic. She wrote a check for $500 and we made sure it went towards the cause of her choice. She was such an unexpected blessing for that mama. Boulevard: I have been making masks for the staff and residents and I had a resident and her mom drop off candy, hand made heartshaped notes and some more material so I can make some more. Very sweet.

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Boulevard: Our Resident put this on her patio (she did ask the office prior to putting up) Roeland Park where we are located is a small community and they are always helping others. We thought this was a special idea, and we did add some toilet paper and paper towels to this supply today. Just residents helping residents, in hard times.

The Falls: We have a nurse that lives on site who left a message on the community bulletin board that she was more than happy to assist any of her neighbors who needed food, or needed assistance picking up medicine, groceries, etc. We love that our residents care for one another and jump to help when they are needed.

The Falls: A new resident was moving in and struggling to move all of their stuff in and up the stairs. A current resident jumped to their rescue and helped them move ALL of their furniture up to the third floor. What a nice guy!

The Falls: Prior to us receiving our masks, one of our residents brought us several masks she had sewn at home. What a nice thing for her to do to keep us safe. She also gave several of them away to residents who she knew were unable to get a mask.

each day. In a particular week all of us were stressed, but we heard a knock on the door, and we realized that a driver was delivering food for us. She said the resident in unit 8105 ordered food for all your staff. We were delighted and truly made our day.

Waterstone at Cinco Ranch: During the lockdown one of our residents had to come back to work. She has 2 small children, but schools are closed. She told me that her neighbor had offered to help her with the children while she went to work. She said that she was grateful as this was done at no charge right at the time when she needed help the most.

Avenues at Shadow Creek: This is a picture of our Assistant Manager, Kim cutting into a Chocolate Chip loaf that a resident was sweet enough to bake for us. Our residents know how much our team likes to eat.

The Falls: One of our leasing agents just got her first house and a nice resident bought her a housewarming gift. We love building relationships with our residents, and they are so kind and thoughtful!

Boulevard: A resident who recently moved in brought us some lunch.

Thought it was great and we did appreciate it. Resident is very happy!

Waterstone at Cinco Ranch: The pandemic has brought a lot of struggles, but the random

Imperial Lofts: The appreciation of our residents is pretty amazing here at Imperial. One of our residents gifted our groundskeeper, Donald, for the amazing hard work he does here. She tells him that she is super appreciative of his commitment to ensure that our property is always so clean and well kept. <3

acts of kindness are greater than the challenges. Things are done differently now days and we are doing the best that we can

Victory North: One of our residents, Josh in #4118 helped with our chili cookoff by offering his family recipe that has been passed down from his grandpa. He helped supervise as we cooked as a team, making sure we did it exactly how it should be made, and it turned out amazing!

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Valued Vendors

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The Falls: The community we are in love to gives back. We have an elderly veteran that is a resident here that has been in need of teeth implants for a long time. There is a local dentist who has been working with him to make this dream come true. He should have his new smile back soon. We appreciate people in our community that are willing to give back! Kansas City is a great place to live.

The Falls: Meals on Wheels is such a great delivery service in our community! This organization still continues to bring our residents in need food that need it-even during the pandemic. They always walk in with a smile and it really helps the people that can’t get out. We are lucky to have services that will help people in need.

We also have pharmacies and food services that deliver to people that are unable to venture out.

London House: Brendt, Brock and the entire Rainbow International team.

Brendt goes out of his way to make sure we are always taken care of with our carpet cleanings and last-minute repairs.

Brock is on the restoration side and is a major help in the building clean up. We called him out to remove burned carpet from the staircase for a slightly easier way to get up the stairs for the residents on the second floor to obtain their belongings.

His crew came out and cleaned the hallway stairs of all debris making it easier for our residents to retrieve their items.

London House: London suffered a serious fire in September 2020. Lenexa Fire Department and Lenexa Police Department was extremely compassionate, informative, and helpful in the whole process.

They wanted to make sure everything was handled correctly and even provided follow up calls to the residents affected by the fire.

Butternut: State farm rep constantly brings the office snoogles (yum!).

Discovery at Kingwood: During COVID we all had been a little on the edge with the changes that were occurring daily. Just to calm things down a little, one of our vendors sent the entire staff Spa Bags with a nice card stating, “Take some time to Relax”. It was a wonderful gift and not expected.

London House: JD @ Metrowide Cleaning – JD is a cleaner for a few Nolan properties. She always does a great job, has an open schedule, and always is so nice! She has been a huge help especially in keeping clean during COVID. Thank you, JD!

Virtual Living: Julie, our trainer showed team effort when our amenities were closed. She thought outside the box to continue to train our residents who came to her on a weekly basis. At a social distance, she set up different regiments and conducted classes outside.

This encouraged residents to live out some normalcy during some challenging times. Once we opened up our amenities, all of Julie’s classes doubled in size!!

Unite

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Collaborate

Alliance

Team Work

Unite

Harmony Cooperate

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