Rental Housing Journal Arizona August 2016

Page 1

Rental Housing Journal Arizona

August 2016 - Vol. 8 Issue 8

2. Six Steps for an Effective Preventative Maintenance Plan

7. Dear Maintenance Men – Countertops, Leaky Roofing and Cleaning Fiberglass Tubs

3. Top 10 Worst Property Management Mistakes

10. Is Your Property Safe For Children?

4. Ask the Secret Shopper – Technology vs Customer Service

WWW.RENTALHOUSINGJOURNAL.COM • PROFESSIONAL PUBLISHING, INC Monthly Circulation To More Than 7,000 Apartment Owners, Property Managers, On-Site & Maintenance Personnel

What Property Managers Need to Know Before the Monsoons Hit

Why Rental Housing Professionals Should Think About HR

By: Eric Skoog, president of SUNVEK

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ith the minute-to-minute demands of managing and servicing rental properties, who has time for HR? Best hiring and retention practices can take a back seat to maintenance repairs, rent collection, showings and listings, right? It’s true that HR usually can’t compete with maintenance emergencies and other such urgent matters, but it needs to be part of the regular routine. HR done well gives employers the tools to create a great workplace and to ensure compliance with employee-related laws and regulations. It sets and maintains a solid, stable foundation. Ignor-

storms, to annual monsoons in parts of the country. With lack of proper maintenance, even seemingly minor weather conditions can result in a wave of costly repair expenses, damaged personal property, temporarily closed businesses and more. During the monsoons, water damage is a significant concern for apartment

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complexes, rental homes, and even businesses due to the potential for heavy rainfall and drastic temperature changes. According to Culture of Safety, water damage claims account for $11 billion in damages annually. With monsoons in the forecast, there are some things continued on page 10

Be Aware Of Safety Issues, But Don’t Discriminate

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ollowing the recent non-specific terrorist alert to apartment communities on possible terrorism, most landlords are looking at ways to assist the government and make their apartment communities safe and secure for their residents. However, there are other concerns management should also be aware of. On the one hand, landlords should not racially profile certain groups. They should treat all prospective and current residents the same. On the oth-

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continued on page 5

A

roof protects property and tenants possessions, but can easily be overlooked until leaks appear. With hundreds, perhaps thousands, of tenants to take care of, routine roofing maintenance needs to be top of mind for property managers. Roofs serve as the first barrier to the elements, from sun exposure to thunder-

continued on page 9

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Rental Housing Journal Arizona

Six Steps for an Effective Preventative Maintenance Plan By Scott Matthews, Director, Strategic Accounts, The Home Depot

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aintenance costs in rental apartment communities have increased by 1.3 percent over the past three years and are expected to continue growing, according to a recent survey from the National Apartment Association. Repairs are difficult to predict and – without a proper system in place – property managers can easily overlook certain areas until something breaks and needs a replacement. Be proactive and develop an effective preventative maintenance plan to keep units maintained and reduce the risk of potential repairs or even long term damage. These tasks and inspections are more than likely being done already. This plan and checklist is meant to minimize mistakes and lapses in your maintenance calendar. Start your standing checklist with these six maintenance essentials:

3. Energy-Efficient Lighting Upgrades Constantly swapping and changing incandescent light bulbs takes quite an amount of your maintenance staff’s time. Simply upgrading to LED bulbs will decrease operating and energy costs, as these bulbs use 84 percent less energy and can last for more than 20 years. Imagine not worrying about changing bulbs until 2036. Upgrading LED lighting requires a slightly higher upfront investment, but there is a tremendous amount of return on that investment over time. Leaving dirty air filters unchecked can lead to mildew growth and decreased air flow. Not only does this impact tenants but can increase the energy consumption and potentially cause major damage to the HVAC system. On average, eight percent of a property’s energy consumption is air conditioning.

1. Air Filters Coordinate with your maintenance staff to change each unit’s air filter every one to three months to eliminate the chance of any potential risks to your systems and any health issues for your tenants.

2. Mechanical Systems: Hvac and Water Heaters It’s better to spend a little money on a few inspections than a lot for last-minute repairs or replacements. Have your

HVAC systems and water heaters inspected at least twice a year, before the summer and winter months, to ensure there isn’t any damage or warning signs. Dirty coils, worn parts and faulty controls on your HVAC system and water heater are a few of the signs that can go unnoticed. Take your proactivity a step further and add one or two more additional visual inspections to prevent a potential breakdown. When planning, keep in mind seasonal transitions and temperature changes.

4. Fire Safety Alarms and Equipment Fire departments respond to about 108,000 multifamily residential building fires in the United States every year. Take whatever precautions you can to keep your property off that list. Check and change batteries in smoke and carbon monoxide (CO) detectors, and make sure every unit is equipped with a working and functional fire extinguisher. Consider upgrading units with smoke and CO detectors that include lithium-ion batteries. These sealed continued on page 8

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Pursuant to RCW 59.18.150, this is your 48 hour notice that g the dwelling unit your landlord or their and premises located agents will be at (Address) _______________ Rods 1) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ __________ WA-RT Ice Trays G-20 _____ Washin _____ gton _____ Rods _____ Vaccinations: Yes____ No____ License Number: ______________ _____________ on Floor CHE Shelves/Drawer between the hours CK-IN/C 2) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Floor HEC of (Date)K-OUT CONDIT and Vaccinations: Yes____ No____ Carpet/Vinyl/Wo License Number: ______________ od . ION(Time) Disposal REPORT(Time) Light Fixtures 3) Type _______________ Breed _______________ ________ Light Fixtures Size ______ Age __ Weight ___ Color ____ Name DishwasherTENANT(S): __________ The entry will occur Vaccinations: Yes____ No____ License Number: ______________ for the following purpos Doors/Woodwo __________ __________ ADDRESS: _____ __________rk_____ Doors/Woodwork _______________e: __________ __________ Counter Tops Additional Security Deposit Required:$ _______________ _______________ _____ Locks __________ _____ ______ CITY: __________ ______________________________ __________ Locks ________UN _______________ _______________ _______________ IT: __________ Cabinets _____ ________ _____ AGREEMENT _____ STATE: _____ _____ ____ _______________ Rating Scale = (E)Exc Ceilings ___ ZIP: _____ Ceilings ____________ __________________ ellent (VG) Very Tenant(s) certify that the above pet(s) are the only pet(s) on the premises. Tenant(s) Sink Good (G)Good Electric Outlets understands that the additional pet(s) are not permitted unless the landlord gives ten (F)Fair (P)Poor Electrical Outlets IN Out ant(s) written permission. Tenant(s) agree to keep the above-listedFloor pets in theLIVING premises In Landlord AREAS Out Garbage subject to the following terms and Cans conditions: KITCHEN In Windows Out Walls Phone BEDRO Windows

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503-933-6437 Rental Housing Journal Arizona · August 2016

Rental Housing Journal Arizona

Top 10 Worst Property Management Mistakes By John Wilhoit Jr., www.multifamilyinsight.net

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he question that will come to mind as you read this is “who does that”? The unfortunate answer is too many people. We are in an industry full of talented people. Mostly. If these mistakes are occurring with your assets it is probably time to look for new management, first to stop the damage and second to remedy the potential of on-going issues and the exposure they present. Suffice to say these are all ….. bad.

1. Allowing a danger to public safety to persist Suspect electrical, known illegal drug use, endangerment of children, domestic abuse, violent behavior. No good choices here. All or any similar issues must be addressed in real time once known. 2. Creating, encouraging or allowing fraudulent acts. No one should be skimming off the top. PM is a business. If you cannot do the business without a very high level of integrity then get out of the business, please. 3. Keeping a bad hire. Other than fire or natural disasters keeping a bad hire is one of the costliest mistakes. It is one thing to make the mistake, quite another to allow it to persist and

potentially cause more damage.

4. Bad tenant screening (or no tenant screening). Anymore, the expense of obtaining a background screening is really, really cheap insurance. Having this tool available and failing to implement is trouble waiting to happen. 5. Letting water run. Indoors. Out doors. Running water is seldom a positive. Find the pliers. Call the plumber, the roofer, the candle stick maker- whoever has the answer Get that water stopped. Same day. 6. Allowing insurance to lapse. ‘nough said. Murphy’s Law lives here. 7. Ignoring maintenance calls. News flash… they do not go away. Good will is hard to earn, easy to lose. If management doesn’t care about your customers who will? 8. Ignoring renewals. The number one objective to retaining a stable income stream is making sure your customers are staying with a proactive renewal policy. No renewals policy, no stable income. 9. Lack of record keeping. Uncle Sam eventually catches up and when he does it’s like an ocean wave continued on page 8

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SK THE SECRET SHOPPER

Technology vs. Customer Service

T

echnology has revolutionized the way many companies and entire industries do business; including property management. In some rental offices, everything from leasing to rent collections, purchasing and maintenance requests, etc., are being logged, inputted, tracked or entered into a variety of computer programs and databases. All of these processes are designed to improve accuracy, efficiency, customer service and the bottom line. However, depending on how these programs are administrated and maintained will ultimately determine what it’s really costing in customer service and resident relations. Following is a concern from an on site manager to illustrate this point: Q: The property management company I work for is very progressive and seems eager to try every new software program that comes out. Therefore, my maintenance workers, leasing staff and I spend countless hours attending meetings and training sessions in order to understand and implement these programs on site. Due to the amount of input work required for tracking purposes and all of the reports that are generated, not only is my leasing staff often bogged down, but so are some of my maintenance techs. This means that it’s taking

longer to get apartments ready for new residents. On the busiest weekends of the month, prospective renters are being turned away and asked to come back because a leasing consultant working alone cannot handle multiple resident requests, the amount of incoming traffic AND all the computer/paperwork they are responsible for submitting at the end of each week. Many times on the weekends and during the week, we are forced to close our office and pretend like we are not there just so we can have some uninterrupted time to “catch up” on the volume of paperwork we are expected to

complete. We are in such a vicious cycle with this situation; I just can’t see a way out. What do you suggest? A: It must be extremely exciting working for a company that is always moving forward with innovative programs. On the other hand, it must be equally frustrating dealing with programs designed to enhance efficiency and improve customer service when they leave little time for actually serving the needs of the very customers you are tracking and recording! My first suggestion would be to have your leasing staff keep a daily log for one

month detailing the amount of time they spend being trained/administrating the leasing aspects of their jobs, versus actual time spent with clients. I would encourage you to have your maintenance staff do the same exercise; track the amount of time they spend receiving training/inputting information regarding their make readies and work orders, versus the amount of time they spend doing actual work. (Note: Travel time to and from meetings and training sessions should also be noted since this time away from the job affects employee productivity and impacts customer service too.) At the end of the 30-day period, prepare a report of your findings and present the information to your supervisor. Then, be prepared for a “brainstorming” session to come up with some solutions that will work for your specific circumstances, the size of your staff and your community. For example, perhaps employees could “trade off” in their roles daily, weekly or monthly. Maybe during the busiest times of the month, one leasing consultant would be exclusively responsible for interacting with prospective renters (i.e. Conducting tours, closing the sale, doing the follow continued on page 10

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Rental Housing Journal Arizona · August 2016

Rental Housing Journal Arizona

Think About HR

...continued from page 1

ing HR—or doing it poorly—is like building on unstable land: the foundation will eventually crack and, in a crisis, the structure will collapse. Bad HR is bad for business.

HR Helps You Create a Great Workplace Let’s imagine a common scene: two prospective tenants have taken their lunch hour to visit a couple of nearby apartment complexes. The two places have similar rates and offer comparable perks to renters. Nevertheless, the prospective tenants rule out the second one almost immediately after entering the property. At the first location, they’re greeted warmly by the apartment management staff. They have to wait a few minutes to be seen, so they have a moment to take in the office atmosphere. The front office is busy, but not chaotic. Maintenance and janitorial employees pop in and out, and their interactions with the office manager are courteous and efficient. Overall, the employees seem happy, and the office has a welcoming vibe. At the second location, the prospective tenants are seen to immediately, but there’s no warmth to the place. The employee at the front desk mutters that today was supposed to be his day off. Two others argue audibly in a back office. The employees clearly don’t want to be there, and the applicants conclude they feel the same. They leave, without having looked at any of the available apartments, and drive back to the first place. When employees like where they work, they tend to be happier. That’s good for customers, clients, and prospects too—it makes the place they come to for business (or residence!) a happier place, a place they like to be. And when employees dislike their workplace, their disapproval shows. Having angry or disengaged employees is the fastest avenue to negative reviews and a negative reputation. Whether a business has a good or bad reputation is no mere matter of chance: it’s largely a consequence of doing HR well or poorly. Doing HR well means valuing and honoring the work and contributions of employees, attending to their working conditions, establishing consistent employment practices and policies, setting clear channels for communication, building a workplace culture of collaboration and camaraderie, and providing perks and benefits when possible. Doing HR poorly means choosing to neglect one or more of these areas. HR Helps You Comply with Laws and Regulations HR is also about the law, meaning HR can be a headache and a half. But whether or not an employer attends to

HR, the laws and regulations are going to be there. And ignoring them has consequences. Every employer needs to know about federal laws like the Fair Labor Standards Act (FLSA) and the Family and Medical Leave Act (FLMA), the Americans with Disabilities Act (ADA) and Title VII of the Civil Rights Act, the Equal Pay Act (EPA) and the Affordance Care Act (ACA). Every law won’t apply to every employer, but violations can be expensive, so an employer shouldn’t just assume they’re exempt. Even simple oversights can be costly. A company can incur fines simply for not having the proper labor law posters displayed! States too have their own labor-related laws, covering everything from minimum wages, to payroll deductions, to sick leaves, to travel reimbursements, to what questions employers can ask applicants. Twenty-three states even have social media privacy laws! Municipalities are getting more and more into the action as well: some cities have their own minimum wages and sick leaves, among other ordinances. To handle all these laws and regulations, large companies have their own HR departments, but small and midsized companies can often afford to have only one person in charge of these matters. These one-person HR Departments often have many other responsibilities demanding their attention (like setting rentals rates, calculating taxes, and advertising vacancies). Consequently, HR often gets less priority, putting these organizations at risk.

Bottom Line It’s vital to the health of an organization to put at least one person in charge of HR and give that person adequate time to attend to it – and not only during times of an HR crisis. Whoever oversees HR matters needs time to do research or seek the advice of other HR professionals. With sufficient time and resources, an HR individual or team can help ensure that the organization has a great and compliant workplace. And that’s good for increasing income and reducing expenses, no matter what the business! By The Mammoth HR Pros At Mammoth, our mission is to make HR approachable, simple and intuitive for small and medium-sized organizations nationwide. We serve over 15,000 businesses and offer live, 1-on1 consultations with our certified HR Pros, a state-of-the-art online portal, exclusive HR compliance tools, support for all 50 states, live online chat assistance and more. Whether you need an employee handbook, answers to your HR questions, or help understanding the rules and regulations, our on-call HR team is here to help. And they’re awesome – 95% of our clients say they’d recommend us to others. Visit us at mammothhr.com.

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Call 503-221-1260 for more information w w w. rentalhou singjournal .com Rental Housing Journal Arizona · August 2016

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Rental Housing Journal Arizona

Before the Monsoons Hit ...continued from page 1 that property managers should keep in mind to maximize a roof’s life cycle and minimize the potential for water entry and resulting damage.

The type of roof system There are two primary types of roof systems – pitched and flat. Each has unique benefits and drawbacks.

The path of water entry When a roof leaks, it’s not only the roof that suffers damage. The decking, consisting of plywood, oriented-strand board (OSB) or metal “B” deck, can be affected as well. Water beneath the roof system can result in wood products rotting and metal rusting. Once water gets through the decking, it affects batt insulation and over time, as batts are repeatedly wet, they may become a breeding ground for mold and other undesirable growths. As water penetrates through the batt insulation, water damage becomes visible on the ceiling below as the sheetrock begins to stain. Depending on how much water accumulates in the ceiling cavity, the ceiling could collapse. Once water enters the structure, a new level of damage becomes possible. Furnishings, flooring, personal belongings, all may be damaged. The result is additional expense to perform repairs, along with tenant frustration. Roofing is one area that it pays to do periodic maintenance. Proper maintenance will not only extend the life of the roof system but will also minimize the risk of water entry and resultant damage and expense. An annual routine roof check, together with a maintenance plan, can reduce overall property expenditures and improve owner-manager-tenant relations.

Pitched A pitched roof, the most common type of roof, generally consists of shingle, tile, metal, slate and/or wood shake. All pitched roof systems have the same areas of potential concern: valleys, channels, penetrations, hips/ridges and eaves. Assuming the roof was properly installed initially, these are the areas most likely to be the avenue for water to get under the roof system and gain access to the structure beneath Periodic roof checks -- at least once per year -- provide opportunity to note any areas of concern and address them before they become an avenue for water entry. A reputable roofer, such as SUNVEK Roofing, can walk the roofs and check the areas with the greatest potential for risk, with the intent of addressing those concerns immediately. For property managers who need to consider a roof replacement or install new underlayment, this would be the time to consider how to maximize the benefit and reduce life-cycle costs. Installing a quality roof system or high-quality underlayment will reduce the chance of future water problems during the monsoons and other intense weather. A better-quality shingle, concrete or clay tile versus sun-dried sandcast tile; concealed fastener versus exposed fastener for a metal roof system; stainless versus galvanized fasteners for

slate or shake, all will help ensure years of trouble-free roof service. Especially for tile roof systems, the underlayment is of critical importance. Depending on the type of tile installed, as much as 25-30 percent of rain falling on the roof will end up beneath the tile. This is where material selection for underlayment is crucial. Pitched roofs offer several advantages. These types of roofs can last up to 30 years with minimal maintenance. Pitched roofs generally are a component of the aesthetic appeal of a property. If a property has an attractive roof system, it improves the appearance of the property, resulting in pride of occupancy, increased value, and higher rents.

Flat Flat roofs generally consist of spray polyurethane foam or one of a series of roll products, such as EPDM (Ethylene Propylene Diene Monomer), PVC (Polyvinyl Chloride), TPO (Thermoplastic Olefin) or APP modified bitumen (Atactic Polypropylene). Roll products are typically bonded at seams and laps using heat, although some systems use various types of adhesives. There are now excellent self-adhered options available for flat roofs. Older systems such as hot mop use liquid asphalt. Flat roof concerns generally center around eaves, scuppers, and/or roof drains, together with penetrations. Since parapets typically surround flat roofs, the parapets have potential to be an area for concern as well. For roll products, seams and laps also

need to be considered, since they may fail over time. Like pitched roofs, an annual roofwalk is essential. If the property has a spray polyurethane foam system, the maintenance crew or even the property manager can do the roof walk. All it takes is a utility knife, caulk gun, and a good quality urethane or acrylic elastomeric caulk to address typical minor foam roof concerns. Blisters and/or significant cracking, if present, would best be handled by a company with spray polyurethane foam expertise. If the roof is some type of roll product, it’s essential to have an expert knowledgeable in the specific roofing material as not all materials work for all roofs. Flat roofs have significant benefits. Spray polyurethane foam systems are fairly simple to maintain and provide insulation and soundproofing benefits. Flat roof systems have an advantage over pitched roof systems in that they can be coated in a restoration process that greatly improves the roof life cycle and indefinitely delays the need to replace a flat roof system. After addressing any required repairs, in addition to cleaning and priming the roof, the appropriate coating system may be applied. Proper preparation of the flat roof for coating is critical.

Monsoons and thermal shock Any roof system can be damaged by wind, rain, hail and sun. Because of the rapidity with which ambient air temperature can drop during a sumcontinued on page 8

myitzchaki@MSYLaw.com

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Rental Housing Journal Arizona · August 2016

Rental Housing Journal Arizona

DEAR MAINTENANCE MEN: Countertops, Leaky Roofing and Cleaning Fiberglass Tubs

By Jerry L’Ecuyer & Frank Alvarez

Dear Maintenance Men: I have a unit with old laminate counter tops. The counter tops are sound, but are very dull and faded looking. Can the tops be saved? I don’t want to replace them at this time. Do you have any suggestions? Bill Dear Bill: It will be impossible to make your counter tops look new again, however with a little bit of elbow grease, we can give them a new lease on life. First thoroughly clean the counter top with Soft Scrub or similar product, rinse completely. The laminate rehab products are wax-based sealers found in name brands like Gel Gloss or Minwax. They can be in paste, liquid or spray form, however do not use auto wax. You may want to apply these products from time to time as the counter tops lose their luster. Dear Maintenance Men: I own 8 units and enjoy doing minor maintenance around my building. One of my current projects is to repair

Com pet Pric itive ing

three persistent leaks on my roof. The property has a flat roof. Can you give me some advice on tracking down these leaks? Don

Dear Don: Flat roof leaks can be extremely tricky to trouble shoot. Water intrusions tend to travel, then drop at the lowest point of your roof and ceilings. A careful inspection would include checking following: 1. Flashing around vent stacks and gravel stop roof edges. 2. Exposed roofing nail heads. 3. Drainage systems on the roof or directly adjacent to the building. 4. Exposed roofing that is devoid of grave or stone cover. 5. Roof seams or laps. 6. Blisters and water pooling areas on the roof. Some solutions and preventative maintenance: a. Caulk all flashings and exposed roof seams with roofing Henry’s 208. It comes in gallon or tube form.

Tops g Startin at $77

b. Caulk any exposed roofing nails. c. Score blisters with a utility knife and inject Henry’s 208 with a caulking gun into the blister opening. Apply pressure until cement oozes out of the cut. Install desired size of cap sheet as a patch. d. Cover any exposed roofing material with gravel or stone. (This keeps the sun from rotting the material.) e. Secure any loose gutters and clean out drainage systems. f. Seal any cracks in the stucco, water can wick into these cracks. g. You may want to consider installing roof drains in the areas that rain water pools the most. h. To help keep cracks from coming back, use fiberglass webbing with your patch material.

Dear Maintenance Men: How do I get a fiberglass tub clean without scratching the surface? John Dear John: The nice thing about fiberglass tubs and showers is that no matter how dirty they get, they are fairly easy to clean up. Be careful not to use any abrasives on the fiberglass, such as scouring pads, steel wool or gritty cleaning solutions. “Soft Scrub” may be used sparingly on

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soap scum buildup. “Lime-Away” may be used for hard water mineral deposits, but read the directions and look for the fiberglass warning or approval statement. If you have very tough stains, moisten a cloth with clean Acetone solvent or nail polish remover. Do not let the Acetone pool as it may soften the fiberglass material. Acetone and many other cleaners have very strong vapors, so it is important to ventilate the area properly. After all the cleaning is done, the fiberglass surface may be dull. Use a fiberglass conditioner and glossing paste to bring the tub or shower back to its original condition. You can use a product called “Gel Gloss” to bring back the shine. Bio: Please call: Buffalo Maintenance, Inc for maintenance work or consultation. JLE Property Management, Inc for management service or consultation Frankie Alvarez at 714 956-8371 Jerry L’Ecuyer at 714 778-0480 CA contractor lic: #797645, EPA Real Estate lic. #: 01460075 Certified Renovation Company www.BuffaloMaintenance.com www.ContactJLE.com www.Facebook.com/BuffaloMaintenance

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Rental Housing Journal Arizona

Six Steps ...continued from page 2 alarms last 10 years without needing a new battery. After 10 years, you simply toss the entire unit and get a new one. Today there are even Wi-Fi enabled products that alert your resident’s smartphone and / or staff of any potential smoke or CO detected.

5. Water Damage Minimize or eliminate water damage threats by regularly checking common indoor areas such as sinks, water heaters and washing machines. Consider installing leak detection sensors in high-risk areas that will alert your staff via smartphone of leaks so they can immediately address problems and possibly avoid expensive water damage. Make sure there is proper sealing of gaps and cracks of doors and windows. Risks and existing water damage can be spotted outdoors in the landscaping and irrigation, gutters and roofing. Have all these areas properly inspected and ensure water is draining properly. 6. Resident Security Renters are 85 percent more likely to experience break-ins than homeowners. Smart home technology can help boost security and can also lead to significant savings for property managers. Securing the property with keyless entry locks also makes it significantly easier and less expensive to re-key, decreasing the workload of maintenance requests. This technology also allows renters to grant access for service calls, admit access remotely while away and manage the system through a convenient app on their smartphone.

Ask the Secret Shopper Lighting is another area to consider when increasing security. As you maintain, repair and swap bulbs on flood lights and other outdoor fixtures, consider upgrading to motion-sensor LEDs. As technology advances, these smarter fixtures are becoming much more affordable, and they’ll create peace of mind for residents while possible deterring potential crime and other security risks. The bedrock for an effective preventative maintenance plan is partnering with the right third-party service providers and procurement sources. Look for suppliers and service providers that offer a combination of services, from MRO product fulfillment to products and installation services for capital projects and installation services for all of the above. Consolidating vendor touch points and points of contact can lead to significant savings. By Scott Matthews, Director, Strategic Accounts, The Home Depot Scott is responsible for managing national accounts and e-commerce while overseeing business-to-business relationships. During his 25 years at The Home Depot, he has served in a variety of roles and capacities, including Regional Pro Sales Manager, District Manager and Store Manager.

up work, etc.), while another employee is made responsible for all data entry, reporting, move-in paperwork, lease renewals, etc. A similar arrangement could be made between maintenance workers so at least one employee would be able to work uninterrupted turning apartments, while another is responsible for handling the ordering, work orders, data entry, etc. Again, the solution(s) to your situation will depend on many factors, but the important thing is to be in communication with your supervisor regarding the challenges you are facing. If quality customer service to future and current residents is being compromised for the sake of standardization, speed and efficiency, then perhaps it’s time to reevaluate some of the systems that are in place. After all, your customers don’t really care how quickly you can enter their traffic source or how efficiently you can input their work orders into your computer system. What is important to them is your AVAILABILITY. Of course if you are so busy processing

...continued from page 4

paperwork that you don’t have time to serve your future or existing residents you won’t have this problem for very long. When faced with a leasing office that is often closed or a phone that goes unanswered, your prospective renters and residents will eventually take their business elsewhere. If you are interested in leasing training or have a question or concern you would like to see addressed, please reach out to me via e-mail. Otherwise, please contact Jancyn for your employee evaluation needs: www.jancyn.com ASK THE SECRET SHOPPER Provided by: Joyce (Kirby) Bica Former owner of Shoptalk Service Evaluations Consultant to Jancyn Evaluation Shops E-mail: shptalk2@gmail.com Copyright © Joyce (Kirby) Bica

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Rental Housing Journal Arizona

Beware of Safety Issues er hand, landlords should be aware of safety issues involving the condition of apartment building and surrounding areas, as well as individuals that frequent the premises. The law does not require landlords to provide security at apartment communities. The Arizona Residential and Tenant Act (ARLTA), however, may confuse some residents. A.R.S. § 331324 states in part: A. The landlord shall: 1. Comply with the requirements of applicable building codes materially affecting health and safety as prescribed in section 9-1303. 2. Make all repairs and do whatever is necessary to put and keep the premises in a fit and habitable condition. 3. Keep all common areas of the premises in a clean and safe condition. This does not mean management must provide security. It simply means that if repairs are necessary and are the responsibility of management, it must make them. Many landlords provide courtesy patrols, but these are not security guards. Random criminal acts occur on virtually every property. It is advisable for communities to encourage their residents to maintain property insurance, such as automobile and renter’s insurance, to adequately protect them is such an act takes place.

Watch For Certain Signs When dealing with crime, there are certain areas landlords should look into. These include: • Ask renters to watch for any activities they consider suspicious. Tell them to report these to the FBI or local law enforcement agency. • Check to see if new residents turn on the unit’s utilities. Individuals who use their apartments for criminal purposes often do not turn these on.

...continued from page 1 • Look for generally suspicious or unusual behavior. Examples of this include: ··Excessive traffic. ··Residents and guests entering and leaving the unit at odd hours. ··Residents who have a lot of cash and expensive cars, but do not appear to be employed. ··A barely furnished apartment. This could mean that the resident plans to stay for only a short period of time ··Student residents who do not appear to leave the unit to attend class. • Conduct a thorough and complete screening of applicants and ask for photo identification. Try to get a valid photo identification to match up with a prospective renter. Fake driver’s licenses and passports are easy to forge or buy on the street. • Increase your inspections of both vacant and occupied rental units. Remember, under state law you have the right to enter your rental with a two-day written access notice. • Watch for unusual packages delivered to the property. You should also set up procedures for accepting and storing packages delivered to residents. Remember to use common sense, but don’t discriminate. The bottom line is to look for suspicious activity with multiple indicators, not just a single incident. Educate residents with CrimeFree programs, Block Watches and, if appropriate, notifications of criminal acts that occur on the property and who to call if they have information that could assist the investigation. Andrew M. Hull, Esq. Hull, Holliday & Holliday, PLC www.doctorevictor.com 602.230.0088

• Watch for persons who pay their leases in advance and in cash.

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Rental Housing Journal Arizona

Is Your Property Safe for Children?

By Mary Girsch-Bock, www.propertymanager.com

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ith warm weather finally here, the number of children playing outside will increase dramatically in the coming weeks. This can cause a number of issues in apartment communities – ranging from noise complaints from residents, as well as an increased incident of accidents; everything from the usual cuts and scrapes to more serious issues that can occur in parking lots and swimming pools. A rising demographic, families with small children are renting more frequently, making it imperative that safety issues be addressed at your property. Schedule a time to walk the property and check for anything that curious minds may want to explore. Here are

some good places to start to determine just how safe your apartment community is for your smallest residents: Examine the grounds carefully for anything that can be potentially dangerous for small children and remove or repair them. This can include fallen tree branches, loose tree limbs, and gopher holes. Make sure you have posted speed limits throughout the property. Remember that not all children will be property supervised – even if they should be. That’s why it’s important to have posted speed limits within the property. The addition of speed bumps can also effectively deter speeding residents, and possibly prevent a tragic accident as well.

Check and double check pool access. It’s imperative that the pool area remain secure and inaccessible to small children. This means having the proper locks and fencing around the area. Children are curious, and a sparkling pool can be enticing on a hot summer day. If you don’t have a dedicated playground area, you may want to consider creating one. A dedicated playground facility will help your property attract families with small children; typically a very stable group of renters. It will also reduce the amount of noise around the community. No one can fault children for wanting to play outside in warm weather, but the fact is that the noise level can become a nuisance to other tenants.

If you do create a dedicated playground area for children, or already have one, make sure that there are posted rules for children visible in the playground area. In addition, if your playground is for very small children, they should always be accompanied by an adult when playing. While it may be a bit more work up front, preventing accidents by creating a safe play zone for children should be a priority for all property managers.

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Rental Housing Journal Arizona · August 2016

Rental Housing Journal Arizona

Before the Monsoon Hits ...continued from page 1

Property Management Mistakes ...continued from page 1 hitting a single piece of sand. Keep good records. File tax documents on time using quality service providers.

mer monsoon, roofs can also experience what is known as thermal shock. This is much like what happens if a hot coffee cup is filled with ice water. Material attempts to contract so quickly that it may crack. Repeated occurrences of thermal shock can damage a roof system.

Quick temporary fixes A property manager’s worst-case scenario is to have a tenant’s roof start leaking in the middle of a storm and a roofing expert can’t be there until the storm passes. There are a few temporary fixes that either the tenant or the maintenance crew can do to minimize damage. With a pitched roof, a tarp can be installed over the area where the water is leaking, from the eave to the highest point of the pitched roof above. With a leaking flat roof, either install a tarp using wet/dry adhesive tape, wet-apply roof cement or another product suitable for application to a wet surface. If water seems to be pooling in the ceiling, puncture a hole in the sheetrock and

permit the water to drain into a bucket. This will minimize the chance of water damage spreading across the ceiling and/or collapsing the ceiling. At SUNVEK Roofing, our experience has been that initial investment in a quality roof system is a key component in obtaining longer roof life cycle. Though the initial investment may be greater, high-quality materials tend to be more durable, protecting property and possessions through the monsoons and more. A well-maintained roofing system is not only more resistant to weather-damage, it can also increase property value and curb appeal. About the Author Eric Skoog is president of SUNVEK. Arizona-based SUNVEK specializes in commercial roofing, maintenance, and repairs. Along with installing new foam, metal, tile, shake, shingle, slate, TPO and coated roof systems, they replace underlayments, repair, and recoat existing foam roofs, and install silicone, acrylic elastomeric coatings and emulsion over commercial flat roofs to extend their service life. For more information about SUNVEK, please visit www. sunvekroofing.com.

10. Avoiding the telephone. There are varying policies regarding telephone etiquette and responsiveness. Implement a policy and stick with it Your customers and potential customers want consistency. Having the attitude of “they’ll call back� is self-deception. “They� (potential tenants) do not. They talk to the next person that picks up the phone. 10(a). Unavailability of Product (as commented by Vicki Sharp). “Having empty units with none available to show is an obvious candidate for being one of the seven deadly sins in property management. It’s one thing to be momentarily out of units during make-ready “season� yet quite another issue altogether to have zero units available for showings, because ____ (fill in blank). Livable space is our product. Having this livable space in condition for showing to potential paying customers is why property owners hire property managers. Granted, this sets financial considerations aside. To quote Malcolm X “by any means possible� try to have one unit available at all times�.

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standards during the application process. This gives an immediate bump to occupancy but at too high a costs. Reducing credit standards creates a “downward� spiral as collections and other similar activity increases. Basically, you are taking good product off-line only to see your average revenue per unit decrease over time�. 10(c). Under-estimating preventative maintenance costs (as commented by Terry Graves). Under estimating the need to do your monthly and quarterly preventative maintenance. Mr. Wilhoit is the author of two books: How To Read A Rent Roll: A Guide to Understanding Rental Income and Multifamily Insight Vol 1 – How to Acquire Wealth Through Buying the Right Multifamily Assets in the Right Markets. About This Blog Multifamily Insight is dedicated to assisting current and future multifamily property owners, operators and investors in executing specific tasks that allow multifamily assets to operate at their highest level of efficiency. We discuss real world issues in multifamily property management and acquisitions. This blog is intended to be informational only and does not provide legal, financial or accounting advice. Seek professional counsel. For more information, visit: http://www.MultifamilyInsight.com

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¨Ì¡¨£ žÌÓĂ? Qn ¡Ă?nĂ“nÂŁĂ?ne Ă?¨ [¨£Ă“ĂŚÂ˜Ă?AÂŁĂ? Ì¡¨£ AĂ?Ă?Â?ĂłA˜½ þ¡Â?Ă?nĂ“ ¯äĂ™Ă&#x;ÂŻĂ™ÂŻĂ˜

¨Ì¡¨£ žÌÓĂ? Qn ¡Ă?nĂ“nÂŁĂ?ne Ă?¨ [¨£Ă“ĂŚÂ˜Ă?AÂŁĂ? Ì¡¨£ AĂ?Ă?Â?ĂłA˜½ þ¡Â?Ă?nĂ“ ¯äĂ™Ă&#x;ÂŻĂ™ÂŻĂ˜

nĂ? ܨÌĂ? /$$ [ÂŒn[—ne 2$ <z [ÂŒn[—ne 2$ <z

A˜˜ |¨Ă? A / nĂ“Ă?Â?žAĂ?n½ discount on select roofs

Tile Roof Inspection

Emergency Service

Coupon must be presented to consultant upon arrival. Expires 12/31/16

Coupon must be presented to consultant upon arrival. Expires 12/31/16

Coupon must be presented to consultant upon arrival. Expires 12/31/16

A˜˜ |¨Ă? A / nĂ“Ă?Â?žAĂ?n½

*See contractor for complete details.

ÚÚ HĂ?Ă?ŸğĹ„¨ ZÄ’ÄƒÂź ğŸĹ„Ĺ’ğꛌêĒĉń |ĤĤÚźŠ Ĺ„ŸŸ ›ĒĉŒğ|›ŒĒğ Ă?Ä’Äź ŽŸŒ|êÚńĪ Ä’Ĺ&#x;ĤĒĉń ĉĒŒ Ĺś|ÚêŽ šêĹ’ä |ĉź Ä’Ĺ’äŸğ Ä’Ă?Ă?ŸğĹ„ Ä’Äź Žêń›ĒĹ&#x;ĉŒńĪ

ÚÚ HĂ?Ă?ŸğĹ„¨ ZÄ’ÄƒÂź ğŸĹ„Ĺ’ğꛌêĒĉń |ĤĤÚźŠ Ĺ„ŸŸ ›ĒĉŒğ|›ŒĒğ Ă?Ä’Äź ŽŸŒ|êÚńĪ Ä’Ĺ&#x;ĤĒĉń ĉĒŒ Ĺś|ÚêŽ šêĹ’ä |ĉź Ä’Ĺ’äŸğ Ä’Ă?Ă?ŸğĹ„ Ä’Äź Žêń›ĒĹ&#x;ĉŒńĪ

Get your ROOF checked TODAY!

Call for a FREE estimate.

Licensed • Bonded • Insured Rental Housing Journal Arizona ¡ August 2016

[Ä“ǨǨǨĂ›ùƎĆ•ùǨùÄ“ǨĹ–

All offers: Some restrictions apply, see contractor for details. Coupons not valid with any other offers or discounts

11

Rental Housing Journal Arizona

12

Rental Housing Journal Arizona ¡ August 2016

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