Arizona RHJ February 2018 by Professional Publishing, Inc

February 2018 - Vol. 10 Issue 2

3. How to Make Apartment Move-In Easier for Tenants and Managers 4. Rents Unchanged in December but Still Up 2.5% Year-Over-Year

5. HUD Charges Landlord With Discrimination Over Veteran’s Emotional Support Dog 6. 7 Pest Preventative Maintenance Steps for Rental Housing

7. The Scoop on How Pet DNA Testing Fixes Your Apartment Poop Problem 9. Liberty Rent Guarantee Partners with GreenPath Financial Wellness

10. Have You Reviewed Your Criminal Background Checks Policy Lately? 11. Do You Know How to Respond to a Sexual Harassment Complaint?

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

Is Your Property Ready for an Apartment Open House?

Investment and Management Firm Buys Arizona Apartments

real estate investment and management firm has purchased Coronado Crosshe maintenance check up this ings apartments, a 320-unit garweek, provided by Keepe, asks den-style complex located on 19 whether you are ready for an acres in Chandler, Arizona for $58 apartment open house at your property million, according to a release.

and provides a maintenance checklist for property showings. When looking for new tenants, ensuring that a property is in its best possible shape should be at the top of any property manager’s list. Serious prospective tenants will likely be able to look past the smell of freshly baked cookies and notice the property’s functional and structural details to ultimately decide whether a property it’s worth their time and money. The most effective approach for getting a ready for an apartment open house begins with highlighting its best qualities while making sure that those needing work are tended to - and this does not necessarily require expensive or drastic makeovers! The following guide includes the top maintenance jobs that - by improving both aesthetics and essential structural functions - are guaranteed to make every area of your property show-ready.

Landscaping and exteriors

• Hire a landscape professional: a property with a lawn looks best with freshly mowed grass, healthy plants, colorful flowers, neat pathways and well-kept decor (throw out those discolored garden gnomes!) ...continued on page 2

“Arizona is a great market and the City of Chandler has tremendous potential for growth,” Luke Kline, Director of Acquisitions for Avesta said in the release. “We look forward to serving the citizens of Chandler and helping residents of Coronado Crossing live abundantly.” A Tampa-based vertically integrated firm, Avesta creates lasting value to in-

vestors through a resident-focused mission. Avesta plans to fully renovate the property, upgrading all interior units and improving community amenities

for residents to enjoy. Improvements planned for the apart...continued on page 5

The Best Cities to Invest in Apartment Buildings in 2018 By Vinney Chopra

he best cities to invest in

apartment buildings for 2018 and which markets will provide best returns is the subject of this blog by veteran real estate investor and syndicator Vinney Chopra. He takes a look at the best cities to invest in apartments as many begin to see a softening of rental rates and rising vacancies.

We enter 2018 with a changing environment in multifamily investing, but some of the underlying keys for investors’ success are still there if you look closely. “The biggest challenge is going to be finding attractive places to put new money to work,” Brian Kingston, chief executive of Brookfield Property Group, one of the world’s largest real-estate investors, told the Wall Street Journal. “Investors need to be cautious about the prices they’re paying.”

The Savan Villas, one of Vinney Chopra’s Texas apartment investments.

Add to that the likelihood that interest rates are going to rise this year, and 2018 is shaping up to be particularly precarious. But that doesn’t mean that Brookfield or any of the world’s other leading real-estate investors are going to be sitting on the sidelines this year. Rather,

Text REALESTATE-ROI to 44222 to receive a digital copy of this year's Real Estate Opportunities in Investing (ROI) Finding Investing Success in Today's Housing Market

they are pursuing an unusually eclectic assortment of strategies spanning a wide range of geographies and asset classes. Start with emerging markets where you see job growth and a favorable local government environment that en...continued on page 8

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Rental Housing Journal Arizona

Ready for Apartment Open House ...continued from 1 or issues. This ensures that tenants won’t have to deal with the headaches of faulty HVAC systems, which should be even more of a priority in the winter time.

• Have the front door and garage doors repainted with a fresh and vibrant coat of paint • Hire a pressure-washing specialist to clean walkways, exterior walls, decks, patios and fences: this is often all that is needed to revitalize the exteriors of your home, which is more affordable and less time-consuming than completely repainting those areas • Schedule a gutter cleaning clean gutters look better and show tenants that the property is adequately cared for • Have outdoor lighting fixtures checked so that tenants can enjoy the safety of a well-lit property • Bonus tip: arrange for faded or rusty mailboxes and house numbers to be replaced.

3 interior to-dos before an apartment open house

• Hire an HVAC specialist to inspect the HVAC system and tend to any HVAC-related needs

• Hire a plumber to inspect the state of the property’s pipes and septic system and fix eventual issues • Arrange a general checkup with your electrician to check and tend to outlets and lighting fixtures • Bonus tip: it’s generally a good idea to turn to a professional cleaning service to have a property thoroughly cleaned before showings.

Kitchen and bathroom apartment open house check list • Check tiling and turn to a tiling professional if your property has damaged or broken tiles or if the grout is wearing off.

• Check cabinets and arrange for eventual repairs for damaged or worn cabinets, paying particular attention to wooden surfaces as splinters and old nails can be dangerous for your tenants. • Check counter surfaces: when it comes to more delicate surfaces - like marble, granite and stone - it’s best to consult the professional who installed and/

or manufactured original surfaces and have them restore or repair them. • Inspect appliances and fixtures: as for delicate surfaces, turning to the original manufacturer and scheduling an inspection for kitchen appliances and bathroom fixtures is ideal as they know their products best. To avoid the unpleasant surprise of a broken fixture or appliance during a showing, this step is crucial.

the visible difference. • Check the insulation on windows and doors: drafts that come in from poorly insulated windows and balcony doors are easily noticeable; additionally, ensuring that a property is well-insulated will actually help saving money on the long run as the heating system can perform most efficiently when interior heat is retained.

• Bonus tip: investing in newer appliances and fixtures that are more efficient and feature energy-saving modes makes for a great upgrade that many tenants will find appealing.

3 living room, bedrooms and family rooms checks

Keepe is an on-demand maintenance solution for property managers and independent landlords. Keepe makes hundreds of independent contractors and handymen available for maintenance projects at rental properties. Keepe is available in the Greater Seattle area, Greater Phoenix area, San Francisco Bay area, and is coming soon to an area near you. Learn more about Keepe at http://www.keepe.com.

• Schedule a flooring restoration service: for hardwood and especially carpet, it’s advised to schedule a deep cleaning or wood restoration service for like-new flooring that will wow your apartment Open House audience. • Inspect and restore walls and wall trimmings: over time, walls and trimmings can easily begin to look worn and dirty; patching areas with most visible damages, such as those displaying chips, cracks and stains, is affordable and it can make quite

•

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Rental Housing Journal Arizona · February 2018

Rental Housing Journal Arizona

How to Make Apartment Move-In Easier for Tenants and Managers By John Triplett

he apartment move-in pro-

cess can often frustrate both tenants and property managers as it is not just the physical move-in. It is all the processes that need to be done before that moving truck ever shows up.

Landlords and property managers know that tenant communication is one of their biggest challenges. Technology can improve that communication, including digital tools that improve the move-in experience. Millennials especially appreciate easy-to-use technology from apartment management. “The issue for the resident is the average American takes 10 to 15 hours to just deal with the actual process of moving,” said Ash Bell, vice president and executive director of property management for moving website Updater.com, in an interview with Rental Housing Journal. “And it is not only the physical move, but the process of moving. Think of all the things from utilities, to forwarding the mail and the businesses you interact with on a day-in-day-out basis. All those companies need to be notified of your new address. You need to turn off utilities at your current place and turn them on at your new place. If you’re moving into an apartment that requires renter’s insurance, you need to get that renter’s insurance to protect your assets,” Bell said. And the list goes on. “You need to book a moving company. You need to reserve an elevator if you’re moving into a class A property in the city. There are just hundreds of tasks that a person needs to deal with when they look at moving,” Bell said.

Communication is key to solving apartment move-in issues

“Single-family management is the same as multifamily as far as some of the move-in problems,” Bell said. With larger multifamily properties, “maybe they have it on more of a mass scale because they may have a 400-unit property that has people moving in every day, where with a 50-unit property the likelihood is that we only have one or two moves a month. But it’s still all of the same issues. “There’s just a lot that every stakeholder in running a property encounters when it comes to moving,” Bell said. And it is what he looked at in developing the technology. Three moving stakeholders in multifamily: • The resident • The site team • The ownership

“Those are the only three stakeholders so any time you look at processes or technology, you have to filter through those three stakeholders. If it brings value to any one of them, it’s something you should consider. If it brings value to all three, you’ve got to do it,” Bell said.

An apartment move-in customer service tool

Vikki Sherman, senior director of marketing at Fairfield Residential said, “I think it’s a challenging time in a customer’s life, so we really approach the move-in process in particular, as well as the move out, in the eyes of the customer. We’re trying to make their lives easier, simpler, better, the whole process improved, so that they have a good experience when they’ve got a lot of other things happening. “Oftentimes there’s a big life event that is preceding the move, kind of causing a move, whether it’s an addition to the family, a marriage, a divorce, something big in their life that’s happening. So the move has different nuances depending on that, right? It could be a very happy occasion. It could be a sad occasion, and so, in essence, we just want to make sure that we’re offering them something and making that transition a smooth one, and a positive one for them. “The benefits from the property management side of a tool like Updater is, it’s very easy for us to onboard, and implement, and be able to quickly provide the extra level of service to our customer,” she said regarding her company which manages 44,000 units across the country. “In 2017, Fairfield averaged about 1,500 move-ins per month across our portfolio.” “Updater is very, very quick. They do a lot of the heavy lifting. The email invitation for the resident to use the service is automated, so it’s not anything manual that the property manager needs to do, yet they’re able to give this time-saving tool to a future resident,” Sherman said. Jennifer Staciokas, senior vice president at Pinnacle, seconded what Sherman said about the customer service aspect, “I would say it’s saving more time for the renter than it is for the property manager. For the property manager, the value to them is that it’s an added amenity that they can offer to their renters to make their move-in seamless. She said the property managers are “making sure that they’re letting their clients, as customers, know, ‘Hey, you’re going to be receiving an email. This is

Rental Housing Journal Arizona · February 2018

the benefit that you’re going to receive from it, and this is what you should do to utilize that service,” Staciokas said.

How many tenants use Updater when it is offered?

Staciokas said Pinnacle saw more than 9,000 moves last November (they have 165,000 units) and invited a total of 9,799 residents to use the tool. She said about 70 percent of the tenants adopted and used at least some features of Updater. Sherman said that overall they have

seen about an 80 percent adoption rate of the tool in their properties. “We actually see really good usage of the tool,” Sherman said. “I don’t have the official open rate for a whole year but I would say in the last 90 days, we’ve seen about 80 percent of those emails get opened, which is an incredible open rate to begin with. We see about 60 percent of those invites be accepted. Meaning, someone opens it, they read the content, they say, ‘Yes, I’m interested in this tool.’ Then, the actual usage ends up being at about 50 percent, which is great. I mean, it’s hard to get a customer’s attention during that busy time. “You know, the really fun thing about Updater is, they give you a dashboard. So you can really kind of quantify the results. We find that residents are using about half of the services offered within the Updater tool because there’s things like connecting with utilities, there’s changing your address, there’s sharing your move digitally on social media, there’s moving services. “So when we quantify the tools that our residents are using, and the number of residents over the last 90 days, our residents have saved over 3,000 hours. If they had to manually change their address, if they had to call all these util...continued on page 4

Rental Housing Journal Arizona

Rents Unchanged in December but Still Up 2.5% Year-Over-Year

he average multifamily rent in the U.S. stood at $1,359 in December, unchanged from November but a 2.5% year-overyear increase for rents, according to a survey of 121 markets by Yardi Matrix.

Strong demand, the economy’s solid footing and a robust job market offer encouraging signs that growth will continue in 2018. Rents were down 0.3% in the fourth quarter, which is only the second negative quarter of growth nationally since the second quarter of 2010 (rents also fell 0.2% in the fourth quarter of 2016). “Although the results are somewhat negative compared to recent history, what’s notable is how consistently strong the market has performed during the entire recovery,” Yardi Matrix writes in the report. Outlook for 2018 rents still good especially secondary markets The question for 2018 is how much

quarter West Coast markets, specifically those in the Pacific Northwest, were the weakest on a T-3 basis. Seattle (-0.8%), Portland (-0.5%) and San Jose (-0.5%) saw rents decline due to a combination of oversupply and historically expensive rent levels About Yardi Matrix: more steam is left in the market, whether the deceleration will continue or if it will level off or turn negative, the report says “Our view is that growth will continue at roughly the same rate nationally, led by strong demand. The economy shows no signs of slowing down, as GDP comes off two strong quarters and should get at least a boost from lower corporate and personal tax rates, while job growth continues to impress. “Combined with the growth of the young adult population, household formation should remain robust. The consistent national numbers mask a great

deal of movement on the metro and submarket level. Secondary markets such as Sacramento, Orlando, Las Vegas, Salt Lake City and Colorado Springs with affordable rents and growing populations should see above-trend increases. Business-friendly markets such as Dallas and Atlanta should see a slowdown in rent increases, but see moderate gains nonetheless, while expensive coastal markets such as New York City and markets with excessive supply growth are likely to see little or no gains. West Coast markets saw weak fourth

Yardi Matrix, formerly known as Pierce-Eislen, Inc.®, was founded in March, 2000, and acquired in July 2013 by Yardi Systems, Inc., a Santa Barbara, California software company focused on commercial real estate industry applications.The Yardi Matrix apartment information service is a high-performance system with the sole function of supporting the commercial apartment industry’s dominant participants. The company's services monitor the 50+ unit apartment universe from the property level to the submarket/market level in a form unique within the commercial apartment information industry.

•

Move-In Easier ...continued from 3 ity companies, they would have spent quite a bit more time,” Sherman said.

Three top items most tenants use in apartment move are: • Change of address • Utility changes • Local offers where they can save money

Reducing frustration for the property management team

“Our customers, today, are expecting things to be frictionless. They like things to be easy. They like things to be quick. They’re used to doing things online. The ability to offer a customer what they want and need I think definitely reduces frustration for a property management team,” Sherman said. “We’re meeting the demands of today’s customer and it is also a feel-good, right? You’re saving your new resident time. You’re making their move-in experience better. Ultimately, you’re improving the satisfaction with the process. “Once you have happier customers, you yourself are able to focus on the things to make better next. I definitely think it reduces some frustration on the property manager side, in that aspect. “On the customer side, I think our industry certainly has a reputation for doing things in an old-school manner. This is one more way that we are meeting that demand of the tech-savvy customer who finds doing things on paper in a manual process to be not in their normal day-to-day experience, right? “They’re shopping online. They’re having food delivered to their house. They’re doing all these things in a digital world, so it makes sense that not only can they lease online, and pay rent

online, but they can coordinate some of their move-in details, as well,” Sherman said.

Updater integrated with many companies

Bell said Updater is integrated with all of the major property management software companies. And Updater white labels (allows apartments to put their own brand) the service so the apartment community gets the credit and it can fit with core property management tools. “We’re doing all the heavy lifting. The property gets all the credit,” Bell said. He said having a good move-in process helps tenant retention and “statistics have shown that move-in experience - how things go during that time - increases the likelihood that they will renew. “Why waste all those dollars that you deal with from a marketing standpoint to get somebody attracted to your property and ruin it with a really bad move-in experience? If you give them a great moving experience, you’re helping there,” Bell said.

A sales tool for the property

Bell said Updater can serve as a sales tool for the property. “So if I were a leasing associate and I were taking you on a tour of apartments, I would let you know as I’m showing you a model unit,” Bell said. “I’m showing you the workout facility and the pool, and also say, ‘One of the things that we want to let you know is we understand that moving can be very time consuming and stressful. So one of the things that we do, is we provide a free moving concierge, digital moving concierge to every one of our residents that move in here, and it’s our gift to

you. “ ‘It’s going to help you with sorting the mail, booking a moving truck, getting those utilities turned on, getting the renter’s insurance required, notifying businesses of your new address. You name it, you’re going to be able to handle it within Updater. And that’s just how much we care for our residents,’ “Bell said.

Cost of Updater to the property

In terms of the cost of Updater.com to the property, Staciokas said, “Using the app is a time-saver, and it’s really viewed as an amenity to make a seamless and successful move-in for the renter. “I had several meetings with Updater before we decided to move forward. To me, it was really a no-brainer decision, because it was low-cost for a high-value amenity, which is going to translate into potentially more rentals moving forward,” Staciokas said.

What size are the properties using Updater?

Bell said the company has many of the top industry leaders deployed. “We have 30 of the National Multifamily Housing Council (NMHC) top 50 fully deployed. I have another couple that are in partial deployment, meaning they’re doing it in phases. “We are all over the place from a standpoint of size, we can have anybody. Obviously as the NMHC top 50 goes, typically so goes the market. But we have some of the largest single-family providers in this space. We have some of the smallest single-family providers. We have people like myself that have a few properties that utilize our platform,” Bell said.

“The average size I would say is probably the average size in the industry, which is 5,000-, to 7,000-unit portfolios. But again, we have people that have two properties, and we have single-family companies as long as they’re utilizing one of the single family property management providers we integrate with.” Bell said the site has features specific to property managers and others specific to residents. The site sorts them by login. “So residents see something different when they log in than the property manager,” he said. Updater, based in New York City, has just under 100 employees. “A lot of people often say with startups, “Are they going to be around, are they going to be here five years from now?” Bell said. “Well, absolutely yes we are. We’re a very stable company. But I think the biggest thing that I would want to stress is that we’re really excited about some of the features that are coming down the pipeline.” The nation’s leading moving app for property management companies. The company works with real estate brokerages, mortgage lenders, student housing, and others to streamline the move-in and out process. The company describes its tool as “Turbo Tax for moving,” helping with all the tasks involved in a move. Updater works with over half of the NMHC Top 50 Managers and Owners, including full rollouts with Greystar, Fairfield, Pinnacle, Avalon Bay and Village Green, among others. The company was named NMHC’s Apartment Innovator of the Year in 2015, #3 Best Place to Work in NYC according to Crain’s in 2016, and Most Innovative Tech Company of the Year by the American Business Awards in 2016 and 2015.

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Rental Housing Journal Arizona · February 2018

Rental Housing Journal Arizona

HUD Charges Landlord With Discrimination Over Veteran's Emotional Support Dog

n Army veteran, who served tours of duty in Iraq and Afghanistan, was told he could not keep his emotional support dog in an apartment complex and the U.S. Department of Housing and Urban Development has charged the owner and manager of the complex with discrimination, according to a release. "Assistance animals play a vital role in helping our veterans cope with service-related disabilities," Anna Maria Farías, HUD Assistant Secretary for Fair Housing and Equal Opportunity, said in the release. "Housing providers have an obligation to permit these animals, and HUD ensures that they meet this obligation," she said. The veteran, who served tours of duty in Iraq and Afghanistan, receives disability benefits from the Veterans Benefits Administration for his major depressive disorder and also suffers from anxiety and post-traumatic stress disorder, according to HUD.

Apartment owner suggested veteran get a cat instead of emotional support dog

HUD filed the charge against a West St. Paul, Minn., apartment complex which ordered the veteran to remove the dog and suggested he get a cat instead as it was under the complex’s rule of 12 pounds for an animal. The veteran was told he was keeping a dog in violation of the lease. The letter stated that the dog should be removed immediately and warned that three lease violations could lead to eviction, according to the complaint. The veteran asked for reasonable accommodation for his emotional support animal and was denied.

The veteran then filed a complaint alleging that the owner and manager of Westview Park Apartments denied his request to keep an assistance animal, despite the veteran explaining in detail his right to have the animal. In a letter responding to the veteran's request, the owner suggested the cat, citing the property's policy of allowing cats but not allowing assistance animals weighing more than 12 pounds. The owner also stated that, even for an animal under 12 pounds, the veteran would need to provide proof that the animal was licensed.

Veteran provided proof and certificate of training of emotional support dog

The veteran responded by providing a copy of his license for the animal, a certificate of training, and additional information about the animal, but the owner still refused his request, stating the dog had to be removed from the property. He provided a letter from Sutherland Counseling supporting his need for the animal, along with his own written statement describing his symptoms and need for the animal, according to the complaint. He adopted the emotional support dog, a great Dane-golden retriever mix. In a subsequent letter, the manager notified the veteran that he was in violation of his lease by having the dog and that he had two weeks to vacate the unit. The eviction action was later withdrawn, but the veteran, still not being allowed to keep the animal, moved out of the apartment at the end of his lease. The complaint was amended to include apartment complex owner James Tilsen and rental manager Deborah Brookins, according to the Pioneer Press at twincities.com.

Tilsen denied the discrimination charge and said he plans to fight the accusation. He questions the validity of the paperwork from the counseling firm. “Pretty much anybody can say that,” Tilsen told the newspaper about the veteran needing an emotional-support dog. “If he had presented something from the V.A. that said that he needed it, we would’ve treated it differently. We didn’t have that. All we had was an online (document) from an online psychologist that said he needed a dog. I went online and got the same thing.” The Fair Housing Act prohibits housing providers from denying or limiting housing to people with disabilities, or from refusing to make reasonable accommodations in policies or practices for people with disabilities. Allowing people with disabilities to have assistance animals that perform work or tasks, or that provide disability-related emotional support, is considered a reasonable accommodation under the Act. Disability is the most common basis of complaint filed with HUD and its partner agencies. Last year alone, HUD

and its partners considered more than 4,500 disability-related complaints, nearly 55 percent of all fair housing complaints. HUD's charge will be heard by a United States Administrative Law Judge unless any party elects for the case to be heard in federal court. If the administrative law judge finds after a hearing that discrimination has occurred, he may award damages to the complainant for his loss as a result of the discrimination. The judge may also order injunctive relief and other equitable relief, as well as payment of attorney fees. In addition, the judge may impose civil penalties in order to vindicate the public interest. Resources: West St. Paul apartment owner sued over bias against Army vet, his support dog HUD charges Minnesota landlord with housing discrimination after deying veteran the right to keep his assistance dog Secretary, United States Department ) of Housing and Urban Development, ) on behalf of Complainant vs. Westview Park Apartments, LP; Tilsenbilt Homes, LLC; ) James Tilsen & Deborah Brookins

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Firm Buys Arizona Apartments ...continued from 1 ments “Coronado Crossings represents another great opportunity for Avesta to continue to add value and diversification for our investors,” Avesta Partner Joe Facchini said in the release. “We are making improvements to the community while enhancing the service to residents.” Located along The Price Corridor, the community is well-situated to capitalize on the region’s recent growth. Last year, Intel announced plans to invest $7 billion to finish a facility in Chandler first started in 2011 which will create 3,000 jobs and adding an immediate boost to the local economy. The close proximity to downtown Chandler, Chandler Fashion Center, and upscale dining also make it an ideal location for the residents of Avesta’s newest acquisition. Avesta deployed more than $119 million of equity into eight communities across four states last year. The company now operates in four

high growth states: Arizona, Colorado, Florida, and Texas. Avesta currently manages a portfolio worth more than $1 billion, serving over 30,000 residents. Avesta will continue to bolster its presence in existing markets and is actively seeking opportunities to expand in new regions. The recent additions to the firm’s team have provided the experience and talent needed to expand with purpose in targeted areas. The team of over 340 professionals is well positioned for continued growth throughout 2018. About Avesta: For two consecutive years, Avesta has been named by FORTUNE and Great Place to Work as a “Best Medium Workplace,” ranking in the top 20 nationally for 2017. Avesta’s mission is to give people a home where they can live abundantly and create more community in the world. striving to be the world’s most resident-focused company, Avesta creates lasting value and serves each of its stakeholders; teammates, investors, vendors, communities, and most importantly, its residents. Avesta is a fully integrat-

Rental Housing Journal Arizona · February 2018

ed real estate investment and management firm that, since 2010, has acquired nearly 15,000 apartment homes and manages a portfolio of communities in excess of $1 billion throughout Florida, Texas, Colorado, and Arizona. The ver-

tically-integrated company handles acquisitions, property management, construction, and portfolio management. •

Rental Housing Journal Arizona

7 Pest Preventative Maintenance Steps for Rental Housing

he maintenance check up this

week, provided by Keepe, asks whether you are taking the pest preventative maintenance you need in your rental housing to protect your investment and your tenants.

From mice to ants and cockroaches, pest infestations can cause serious property damage and traumatize tenants, significantly worsening their perception of their living conditions. Property managers need to be aware of what draws pests to rental homes and adopt simple pest preventive maintenance steps that can protect properties and tenants.

7 Types of Pest Preventative Maintenance Steps

No. 1 - To avoid any and all infestations, it is fundamental to regularly inspect properties for cracks, crevices and any kind of openings that would al-

low unwanted critters to access indoor spaces. This includes checking open vents and drainage pipes. No. 2 - Pests need a source of moisture to survive, so it is adequate to minimize the presence of standing water by regularly checking whether pipes, AC units, gutters or downspouts leak or allow water to accumulate; scheduling seasonal maintenance and timely repairs for those systems is ideal. No. 3 - Clogged and debris-filled gutters can make for a cozy hiding spot: making sure that gutters are regularly cleaned avoids this issue. No. 4 - Regular trimming of trees and plants located next to windows and entryways can prevent branches from allowing pests to gain access to them. No. 5 - All pests are naturally drawn to food, both inside of homes and as found outside in trash cans and disposal areas. Investing in trash cans and bins made of heavy, tough materials that have tight, sealable lids works best for keeping pests from identifying a property as an attractive, food-secure nesting place. Heavy-duty containers also make it difficult for raccoons and possums to force their way into garbage storage areas. No. 6 - Some pests can utilize chimneys as access points and nest in attics and roofs. Having a professional install

wiring or screens on chimney gaps can block access. No. 7 - It is fundamental to encourage tenants to be mindful about safe food storage and disposal of organic material. Inside the home, food should be properly stored inside tight containers and fridges. Garbage should be disposed of in a timely manner.

The lineup of unwanted potential pests Ants

Ants are drawn to foods that most humans tend to consume fairly regularly: meat, starches and sweets. While most types of ants nest and live outside, they can easily detect nearby food sources and once found, they return regularly. In fact, ants release a chemical designed to guide them back to the newly found food source, which also indicates this to other ants in the colony. Infestations can easily get out of hand once the thousands of specimens from a certain colony learn where to go for food, which also increases the likelihood of indoor nesting.

Cockroaches

Cockroaches are nocturnal creatures, which makes them much more difficult to spot. Experts warn that in most instances, spotting a first cockroach is likely an indication of an entire colony having nested within the property. Aside from their unpleasant appearance, cockroach activity can severely affect the health of tenants as their droppings and cast-off skins are known to aggravate asthma, allergies and other breathing conditions. This is a pest preventative maintenance step you should take seriously.

Mice/Rodents Just as for ants and cockroaches, food is the main culprit for attracting mice to human homes. Mice represent a serious threat for the safety of tenants as they can carry fleas and diseases that can be severely harmful to humans, such as meningitis. Tenants can be easily exposed to these harms as mice contaminate spaces with their fur and droppings. Mice can take over properties quickly because of their year-round, rapid breeding. Their presence can be quite destructive due to their chewing abilities, which can damage furniture, wiring, and even walls.

Raccoons and Possums

Due to their considerably larger size, those pests are better able to defend themselves once they encounter humans and they feel trapped and threatened. For this same reason, they can endanger pets, especially cats and smaller dogs. Raccoons and possums can also carry rabies, which makes them that much more pressing to invest in proper pest preventative maintenance measures. Summary: These simple 7 pest preventative maintenance steps can save you a lot of headaches and keep your tenants happy and avoid over-reacting over pests in their rental housing.,

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Rental Housing Journal Arizona

The Scoop on How Pet DNA Testing Fixes Your Apartment Poop Problem By John Triplett

ets are a way of life in rental

said.

housing and if you want your rentals fully leased, pet owners are a key tenant demographic you want to keep.

Look just at Millennials: 76 percent are pet owners and a majority are renters. You might have laughed at first at this headline on how pet DNA testing could fix your apartment property’s pet poop problem. But here is the reality. Your tenants may be leaving pet poop lying around for you and your maintenance crew to pick up, creating extra work and cost. The pet poop problem can affect your whole apartment community and pit tenant neighbor against tenant neighbor. Your city government may decide your pet waste is polluting the local watershed - which the Environmental Protection Agency will confirm - and decide to fine the landlord, not the tenant. Unreasonable burden on landlords? In Chicago, the city had been reviewing an ordinance that would allow city inspectors to fine landlords and property owners who didn’t pick up dog poop on their property up to $500. Cherie Travis, former director of Animal Care and Control and the owner of a pair of two-flats in Chicago where she allows pets, told the Chicago Tribune, “I have multiple units — I can’t check every day. That’s an unreasonable burden to place on landlords. “The result of this ordinance, admittedly unintentional, is that landlords will not rent to people with dogs. If a tenant cannot find an apartment with a dog, they will either move out of the city or they’ll surrender their dog. Those are the two choices,” Travis told the newspaper. She suggested the ordinance be retooled to “keep the responsibility on the dog owner, which may or may not be the property owner.” So a growing number of apartment complexes are finding a solution in a company that handles the pet DNA testing necessary to fix the poop pickup problem.

How can you make the tenant responsible for the pet poop?

Here is how it works: Your tenants swab the inside of their dogs’ mouth and provide you that sample DNA for you to send to a company in Knoxville, Tennessee called Poo Prints. When you find poop in the yard that a tenant failed to pick up, you can send a sample to the company and they will identify the offending dog so you can then take it up with the tenant. “The number one thing for apartment complexes is, ‘How they can clean up the property and make people responsible?’ for their dogs,” said Ernie Jones, sales manager for BioPet Laboratories, which manages the Poo Prints

The environmental issue around pet poop

program. He said some have tried cameras, but that is a huge ongoing expense that requires employees to monitor. And sometimes the video is grainy and hard to see. “One of the biggest advantages is, it takes away the denial from the tenant about whose dog left the poop on the property,” Jones said. “And it helps avoid the neighbor vs. neighbor accusations about whose dog was responsible for the poop.” Poo Prints has more than 1,750 apartment properties in the program across the country. “We are growing steadily, adding three to six properties a day. We will be at 2,000 properties by the end of the year,” Jones said.

fines tenants $250 for the first violation, and $350 after that that, according to the Chicago Tribune. Depending on different state regulations, apartment managers may not be able to use the word “fine” when they discover the offenders and want to assess a penalty. Apartment owners will need to check their state regulations on wording for how they can assess a monetary penalty. For instance, “Oregon is tight on how they let the apartments charge tenants for violations,” Jones

In addition to keeping apartment grounds clean, there are issues with the Environmental Protection Agency from a water pollution and safety concern. “Dog waste is thousands of times” more polluting than you may think, Jones said. “The average person today thinks of dog waste as simply a nuisance when they step in it. They are also under the assumption that it simply turns into fertilizer, as other waste,” the company said in a release. “In fact, dog waste is not fertilizer and does not simply deteriorate; instead, dog waste is the most contaminated waste of any animal. Their bodies have adapted over the years to digest any type of foods; as such, they produce huge quantities of bacteria, including E-coli. “

Other pet facts from BioPet Laboratories:

Dog waste has been ranked as the #6 consumer complaint. The EPA ranks dog waste as an environmental problem equal to toxic ...continued on page 9

Who bears the cost of the pet poop program?

So how does the business model work for the company and the apartment properties? “The business model is a startup fee – the dog registration – and the poop processing is profitable at the start,” for us, Jones says. His profitability declines as the residents and the complex keep things cleaned up, but it is never 100% and there are still cases of poop violations his company will handle. “The main objection for apartments is the start-up costs. If a complex has 100 dogs at $40 per dog to get started, then that is $4,000 that has to come from somewhere that is usually not in the property’s budget,” Jones said. However, “once a program is in place, it creates increased occupancy,” he said. “It is just in the beginning and the immediate rollout that is sometimes an issue. In terms of rollout when people want it, it takes about a year in an existing complex to get the program in place.” “Typically the pet owner bears all the cost,” Jones said, and “not the apartment complex itself. Typical start-up cost is $40 to $60 per resident dog. Some apartments have to ‘grandfather’ in existing pet owners and gradually start the program with new residents and when leases come up for renewal.” Tenant fines are typically the way apartments handle the violations when poop is found. One Chicago complex

Rental Housing Journal Arizona · February 2018

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of this form may Floor be r

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Rental Housing Journal Arizona

Bet Cites 2018 ...continued from 1

Villas at Autumn Hills, one of Vinney Chopra’s apartments in Atlanta metro area.

to change,” Zillow Chief Economist Dr. Svenja Gudell said in a release. “As more formerly urban renters move to the suburbs in coming years, we’ll likely start seeing more apartment buildings and walkable amenities popping up in those communities,” Gudell said. As many of you know my companies have been investing in emerging markets in Texas and Georgia for the last 10 years. Emerging markets consists of: Job growth Trending rental increases Absorption of supply Fewer permits issued for new construction New business moving in the path of progress for that local segment of the metro area We research to find these great main markets to invest in multifamily across the nation.

A number of these apartment main markets and submarkets are emerging One of Villas at Riverside apartments, part of Vinney Chopra’s investments in metro Atlanta market.

courages business development. As big cities see more new high-priced apartments coming on board in 2018, those rents will likely stop rising.

“Rents themselves are still lower in the suburbs, but if demand keeps growing for suburban rentals and supply continues to lag, that will also start

We feel that one should do even deeper research before investing. One hint, I can give you is to look for the operating memorandums of the properties already on sale. In the front or back of this beautiful information brochure, usually are five to 10 pages filled with great economic data and news about the area. Brokers include that so Investors all across the world will know why investors should purchase that multifamily asset. You can take the sources of the economic news and growth of jobs articles and even do more research from those sites or publications. This just saves a lot of time.

Rents Stay Flat In Large Cities As Mid-Sized Cities See Growth

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Increases in national rents have flattened for the last four months and observers are witnessing the slowest annual growth rate in six years, according to a new report from Rent Café. The rental market is cooling down, with a 2.2 percent year-over-year increase, with the national rent reported at $1,354 in fall of 2017, according to Yardi Marix. “The housing market follows a cyclical path. The fact that the prime summer seasonality did not cause significant rental growth is the latest signal that the market may be cooling,” Doug Ressler, senior analyst at Yardi Matrix, a sister division of RENTCafé, said in a release. “However, these changes will be felt gradually, first in the largest and most

expensive cities, followed by mid-sized markets, and eventually trickling down to smaller towns.” Ressler said.

Bullish on Texas and Georgia to invest in apartment buildings for 2018

I am quite bullish on Texas. Houston, San Antonio and even some parts of Dallas, even though it’s very heated market. The other state I am bullish on is Georgia, especially Atlanta and vicinity. The third market for great growth in my research is North Carolina and South Carolina. In my thinking there are other markets worth looking at the growth potential that could be equally good to invest in: Cincinnati and Columbus, Ohio, Nashville, Tennessee, Birmingham, Alabama and St. Louis, Missouri. Some of you may say, “Vinney, what about Salt Lake City, and some cities in Arizona?” Please do your research and then decide. I can definitely say study the numbers from your stringent underwriting and don’t fudge or manipulate to make the opportunity work. Do extensive studying about the local market before you invest in apartment buildings in 2018. But one thing is for sure, multifamily investing is the real game in town. Jump into it as quickly as you can. Better yet, there is so much money flowing all around you, that you may want to harness that through a syndication process like I have been successfully doing for the last 11 years with my teams. You can enjoy the bigger fruits of cash flow and equity gains for your valued investors and yourself. Happy Investing.

Vinney Chopra is the Founder and CEO of Moneil Investment Group and President of Ideal Investments Group. His latest accomplishments include acquiring 12 multifamily assets in the last 28 months, worth $132 million. His last two syndications were sold out in just a few hours, and one in 36 hours raising $4.7 million and another one $6 million in eight hours. Between the two syndication companies he founded, Vinney’s team is controlling over $200 million worth of assets. He is a mechanical engineer. After entering USA with $7, he graduated from The George Washington University with Master’s in Business Administration in Marketing, he shifted his focus to marketing and motivation. He was a professional fundraising consultant and motivational speaker for more than 35 years with a wonderful private company. Vinney and his wife started their real estate investments in 1983. Many times, people call him “Mr. Enthusiasm” or “Mr. Smiles.” He likes to bring great value to everyone he comes in touch with. He likes to add value to everyone around him. You can also reach him at vinney@vinneychopra.com

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Real Estate Opportunities in Investing Finding Investing Success in Today's Housing Market

Rental Housing Journal Arizona · February 2018

Rental Housing Journal Arizona

Liberty Rent Guarantee Partners with GreenPath Financial Wellness

iberty Rent Guarantee, a co-

signer for potential residents of multifamily properties who have less-than-perfect credit, is proud to announce that it is partnering with GreenPath, Inc., a non-profit, financial wellness organization that has been empowering people to lead financially healthy lives since 1961.

“I’m very proud, in this season of giving, that Liberty Rent Guarantee was able to launch its latest initiative for tenants with less-than-perfect credit,” said Liberty Rent Guarantee CEO Bubba Grimsley. “It has always been part of our mission to reduce the risk in the multifamily rental space. Now, we take it a step further by partnering with GreenPath. Our strategic alliance with GreenPath will allow all of our residents the availability of live, online, and web-based assistance in all of their financial endeavors.”

GreenPath is a Michigan-based 501c3 with a 50-year history of teaching financial literacy to consumers. It offers live, certified financial analysts who can help tenants during times of financial crisis. Liberty Rent Guarantee is on a mission to help build communities by reducing the risk of defaults in the multi-family market. The company is committed to helping its customers fill units at no risk and no cost to the property owners.

Liberty Rent Guarantee and GreenPath together help familes with finances and housing

GreenPath has engaged in a deep rethink of its work in the last two years, looking for ways to radically change the culture around personal finances in America. The company helps to

improve financial security for the 54 million American households that do not have three-months savings. GreenPath is exploring new ways of influencing and measuring financial health for families, as well as looking for innovative ways to partner with organizations. Liberty Rent Guarantee is committed to increasing access to safe and affordable housing for economically vulnerable individuals and families. They do this every day through their primary service, the co-signed rental guarantee agreement. However, they recognize that there is a need for improved financial literacy and improved financial behaviors among their customers, as well as the broader population in America. The company is contributing a portion of its profits toward the development and deployment of financial wellness programs as a way to give back to its customers and the broader community. GreenPath and Liberty Rent Guarantee recognize that there is clear mission alignment between the two organizations.

“GreenPath is a leader in intuitive mobile-based programs that help consumers manage and improve their credit,” Grimsley said. “Through improving financial literacy, Liberty Rent Guarantee and GreenPath continue to further our mission of reducing risk, and helping consumers. It’s a huge win for the multi-family industry and a huge win for the consumers. We are all in this together.” Liberty Rent Guarantee helps property owners fill units without risk of default, while simultaneously helping consumers find a good home and re-build their credit. Operating nationwide, Liberty Rent Guarantee has helped secure homes for thousands of families by serving as a limited co-signer on every lease it agrees to guarantee. To learn how it works, please visit www.libertyrent.com.

•

Pet DNA ...continued from 7 chemicals and oil spills. According to one study, which has its critics, an average dog has twice the carbon footprint of an SUV. One dog dropping contains 3 billion bacteria. Because it does not evaporate, the poop goes into the air and ground water, creating major contamination. Studies have shown that waste from 100 dogs, in one day on a river bank, can contaminate the water for 1 mile downstream. The EPA classified pet waste as a dangerous pollutant. And this doesn’t come from folks jumping on the “green” bandwagon; this classification was made nearly 20 years ago, according to Animal Wellness Magazine. In 1991, the Environmental Protection Agency classified dog waste as a “non-point source of pollution,” which puts it in a category with oil and toxic chemicals. According to the EPA, a single gram of dog waste can contain up to 23 million fecal coliform bacteria, which is capable of causing cramps, diarrhea, intestinal illness and kidney disorders in people, according to a story in the Knoxville News-Sentinel. As for its effect on the watershed, waste from 100 dogs could add enough bacteria to temporarily close a bay and watershed areas within 20 miles to swimming and shell fishing, the EPA estimates.

Seattle watersheds example of dog poop problem

All solutions begin with excrement pickup. If you are among the 38% of dog owners who scoff at this duty, according to a story in the Los Angeles Times, consider what DNA tests revealed about the bacteria in Seattle watersheds: Although 90% or more of it comes from animals in general, some of them wild,

fully 20% of it is traced back to the guts of dogs, according to the newspaper. The EPA’s Clean Water Campaign puts it, “If you think picking up dog poop is unpleasant, try swimming in it.” Cities are going to start leaning on the big apartment complexes from an environmental standpoint to clean up their grounds to stop the runoff contamination. Dense urban areas are a particular problem. “Dog waste draws rodents, rodents draw feral cats,” Jones said. His company said in a release, “One other major issue seldom understood is that rats eat dog waste: the more left on the ground, the greater the rat population and also the diseases they can pass on. Many major cities have reported a large increase in rat numbers in parallel with the growth of their dog population. This is not about whether someone doesn’t like to pick up their dog’s dropping. This is a social responsibility and about protecting the environment.”

Current compliance systems not working

Dog waste can be disposed of properly, the company says, but not by the present system of compliance. “Every community has tried signs and public information programs. Some have even spray-painted the waste to show its prevalence. None of these methods have worked,” the company said in the release. “Dog owners must be accountable. And the only proven way to make that happen is with DNA detection.” Do tenants try to beat the system? Jones said apartment complexes have issues with tenants who try various means to avoid the DNA fee, such as hiding dogs to avoid registering their pet during a rollout.

Rental Housing Journal Arizona · February 2018

One tenant with a white bulldog came up with another plan to beat the system. Jones tells the story of one property in the program that kept picking up poop and getting “no matches” and could not figure out what was going on. The mystery was solved when they found out that a tenant who had registered his white bulldog bought a second, almost identical, white bulldog he did not register. He walked them one at a time so most people could not tell which dog was which. Eventually it was discovered that the second white bulldog turned out to be the source of the “mystery poop.”

If a property finds poop what happens next?

All the poop samples come into the company headquarters in Knoxville from across the country. Jones estimates they get 700 to 1,000 poop samples a month from around the country. The U.S. Postal Service delivers all the samples in special-leak proof bottles with a special solution that protects and preserves the DNA.

Apartment property managers say the DNA testing works to solve the problem Arizona Republic. Violators are assessed a $250 fine. Tomlinson said the program has proven an effective deterrent, as only one person has been assessed the fine in the past year. “We told them it was their dog, charged the $250 fine. They weren’t happy, but then they tell their friends because they’re (upset)’’ he told the newspaper. Apartment Pet DNA Testing Expands To “Travel Dog” Concept Resources: Dogs and the environment Pollution fact sheet on animal waste Poo Prints Dog owners beware Dog waste etiquette Tempe apartments getting the scoop Did you step in doggie doo? Nab the culprit.

•

Rental Housing Journal Arizona

Have You Reviewed Your Criminal Background Checks Policy Lately? By Ellen Clark

tions, such as drug possession, are not covered by this exception.

federal lawsuit in New York is challenging a landlord’s blanket ban on leasing to people with criminal backgrounds. The federal government has advised landlords against such bans, saying they could violate fair housing laws, but the practice persists.

The lawsuit alleges that the landlord’s policy disproportionately affects black and Latino men, and thus violates federal law. The policy, although not discriminatory on its face because it doesn’t single out any protected classes, could still be illegal if it has a discriminatory effect. In other words, if the effect of the policy is discrimination, even if not intentional, it would be illegal. Review your policies regarding residents’ criminal histories to ensure they do not have a disparate impact on minority home seekers. Criminal background checks policies cannot intentionally or inadvertently make it more difficult for them to find housing. Some estimate that one in three Americans has a criminal record, and studies cited by HUD show that certain racial and ethnic minorities are arrest-

No blanket denials

If a resident or applicant is denied housing because of a criminal history, you should be able to show how the criminal conduct affects your ability to protect residents’ safety and property. As HUD states, you must be able to show that a policy “accurately distinguishes between criminal conduct that indicates a demonstrable risk to resident safety and/or property and criminal conduct that does not.”

Be consistent ed and convicted of crimes more than others. This means certain criminal history policies could have a disparate impact on minority home seekers, making it difficult for them to find housing. Some individual cities have now gone even further in restricting what landlords can ask about a potential tenant’s criminal background. See related story from last year- Seattle bars landlords from using criminal records to screen tenants.

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4 tips on criminal background checks

HUD has provided guidance for developing, reviewing or revising a community’s criminal background checks policy. Here are tips to help you comply with the guidance. • A policy may use criminal convictions as a screening criterion because a conviction is sufficient evidence that someone engaged in criminal conduct, but may not use convictions to automatically exclude individuals. • A policy should not deny residency or otherwise discriminate against an applicant or resident based solely an arrest record. An arrest is not the same as a conviction.

Don’t forget the importance of being consistent. If you make an exception to your standard policy for criminal background checks for one prospective or current resident, you must offer the same exception to other prospects or residents who are in similar situations. Take some time in this New Year to evaluate your screening processes to make sure they do not produce a disparate impact. Remember, policies may consider criminal history in appropriate way, but should not contain exclusions that are arbitrary or too broad. For more information, review the full text of HUD’s guidance here.

Ellen Clark is the Director of Assessment at Grace Hill. Her work has spanned the entire learner lifecycle, from elementary school through professional education. She spent over 10 years working with K12 Inc.’s network of online charter schools - measuring learning, developing learning improvement plans using evidence-based strategies, and conducting learning studies. Later, at Kaplan Inc., she worked in the vocational education and job training divisions, improving online, blended and face-to-face training programs, and working directly with business leadership and trainers to improve learner outcomes and job performance. Ellen lives and works in Maryland, where she was born and raised.

• A policy may use criminal convictions as a screening criterion because a conviction is sufficient evidence that someone engaged in criminal conduct. • However, a policy should not automatically exclude individuals because of a criminal conviction. Instead, it should consider factors such as the nature and severity of the crime and how long ago the crime was committed. Note that a policy can automatically exclude based on convictions for the illegal manufacture or distribution of a controlled substance. Related convic-

For nearly two decades, Grace Hill has been developing best-in-class online training courseware and administration solely for the Property Management Industry, designed to help people, teams and companies improve performance and reduce risk.

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Rental Housing Journal is a monthly publication published by Professional Publishing Inc., publishers of Real Estate Opportunities in Investing & Real Estate Investor Quarterly

www.rentalhousingjournal.com The statements and representations made in advertising and news articles contained in this publication are those of the advertiser and authors and as such do not necessarily reflect the views or opinions of Professional Publishing, Inc. The inclusion of advertising in this publications does not, in any way, comport an endorsement of or support for the products or services offered. To request a reprint or reprint rights contact Professional Publishing Inc. PO Box 6244 Beaverton, OR 97007. (503) 221-1260 - (800) 398-6751 © 2018 All rights reserved.

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Rental Housing Journal Arizona · February 2018

Rental Housing Journal Arizona

Do You Know How to Respond to a Sexual Harassment Complaint? By Ellen Clark HUD aggressively pursues violations of The Fair Housing Act (FHA) involving harassment in housing and complaints often name property managers directly, so do you know how to respond and stay on top of the situation? Remember courts have consistently recognized sexual harassment as a form of discrimination that violates the FHA. In addition to individual property managers directly, the complaint may name the corporate entity or owner associated with the complainant’s housing. Any individual or company that has witnessed or experienced housing discrimination, including sexual harassment, may file a complaint with HUD, free of charge

you, you will be notified by HUD, and you will have 10 days to respond. No. 1 – Prioritize mail from HUD Due to the tight window a company has for responding to a complaint, make sure anyone responsible for collecting mail at your facilities is trained to give mail from HUD priority attention and to forward it to the appropriate person immediately. No. 2 – Respond to complaints Although filing an answer is not mandatory, it is strongly encouraged. Responding gives you an opportunity to give your version of the story and provide sufficient information that may convince HUD that it should not pursue the matter further. No. 3 – Involve legal counsel early Because your answer will become

4 ways to respond if you find yourself facing a sexual harassment complaint

part of the official case record and any representations can and will be used against you in future proceedings, it is strongly encouraged that you seek the assistance of legal counsel in responding to a HUD complaint. In addition, legal counsel can likely negotiate an extension of time to respond. No. 4 – Notify your insurance company early As soon as you know a complaint has been filed, you should notify your insurance company. There may be insurance to cover the allegations of the complaint. If there is coverage, the insurance company will only be there to help you if they are notified early. It is a situation we all hope we never have to face. However, in this time of in-

creased awareness around harassment, it is important to have a game plan for a quick and appropriate response to harassment complaints. Ellen Clark is the Director of Assessment at Grace Hill. Her work has spanned the entire learner lifecycle, from elementary school through professional education. She spent over 10 years working with K12 Inc.’s network of online charter schools - measuring learning, developing learning improvement plans using evidence-based strategies, and conducting learning studies. Later, at Kaplan Inc., she worked in the vocational education and job training divisions, improving online, blended and face-to-face training programs, and working directly with business leadership and trainers to improve learner outcomes and job performance. Ellen lives and works in Maryland, where she was born and raised.

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