Valley Rental Housing Journal February 2015 by Professional Publishing, Inc

February 2015

Rental Housing Journal Valley

2. 4 Tips to Survive the Next Stock Market Crash

6. Secret Shopper 7. Your Voice Carries The Words of 10,000 Leases!

4. Good Client Relationships Focus on the Basics!

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10 Things That Make the Difference Between Habitable and Uninhabitable Dwelling By Cliff Hockley, President Bluestone & Hockley Real Estate Services

esidential landlords are faced with many challenges. At the top of the list is making sure that their property is well taken care of and complies with the essential services conditions. This has become an imperative as more cities and counties require licensing and hire rental unit inspectors to keep landlords compliant. Additionally, tenant advocates are working to tighten down the habitability laws. So what are essential services? In Oregon, according to ORS 90.320, residential landlords must maintain tenant spaces in a habitable condition during the term of a rental agreement or lease. A dwelling unit is considered uninhabitable if: 1. The roof leaks and/or if the dwelling is not effectively protected from the weather. For example, a window does not close properly, or is broken.

Mind Your Business

Tips for Better Rental Management Navigating Section 8 forms and Processes By Guest Editor Cj Mann, Section 8 Housing Inspector and ROA Board Member

single adult, over the age of 65 and living on Social Security benefits; a parent with two children under the age of six; a veteran that has served and sacrificed; a student trying to get the education needed to get a good job; a disabled individual or couple struggling to make ends meet on Social Security disability payments; and families with children, fraught with the stress of paying bills, affording food, utilities, rent, and day-to-day expenses – this is the population of people that our agency serves. The Housing and Community Services Agency (HACSA) is part of the vital safety net that thousands of your neighbors depend on for their economic survival. The most recent US Census estimated that one in four families here in Lane County are considered “low income.” That is, their income falls substantially below the median household income for their local area. A direct result of the anti-poverty efforts nationwide beginning in

a. There is no hot or cold water; both are necessary.

c. The plumbing does not properly connect to sewage disposal systems, or is completely blocked up. d. There is no safe drinking water, (if safe drinking water is available). 3. The heating fixtures are not supplying heat, or are in poor work...continued on page 2

Professional Publishing, Inc PO Box 30327 Portland, OR 97294-3327 CHANGE SERVICE REQUESTED

the 1960’s, HACSA, has been contracting with the federal agency, Housing & Urban Development (HUD) to administer the Section 8 housing assistance program for decades. We began building and purchasing our own rental units for the Public Housing portion of our services way back then, and currently own and manage more than 1,000 units throughout Lane County. But our housing is not enough; we also rely heavily on private landlords like you. The Section 8 voucher program provides more than $10 million in rental payments to approximately 900 private landlords renting to more than 2,500 tenant families. To join the program, low-income individuals apply and have their names added to our waiting list. Once their turn comes, eligible clients are screened for income, criminal history, and citizenship status, and then are required to attend a series of educational classes to learn the rules and regulations of the Section 8 program, the rental payment guidelines, and the basics of being responsible tenants. Upon completion of the final class the cli-

ents earn their voucher. The voucher is the family’s contract with the Housing Authority (HA), agreeing to follow the rules and regulations. In turn the HA agrees to make payments directly to landlords whose rental property has passed a Housing Quality Standards inspection. Prior to scheduling the property inspection, the tenant must be approved by you, their prospective landlord, through whatever screening criteria you use for your tenants. If the prospective tenant is already a voucher holder HACSA will provide, at your request, the tenant’s current address and the name and address of the tenant’s current and prior landlords, if known. When you are first approached by a prospective Section 8 tenant, they should have three forms in their possession to give to you: 1) their Voucher itself; 2) their Calculation Worksheet (which confirms the amount of rent they can afford depending on rent amount and what utilities and appliances are included); and continued on page 3

Testing: What is It?

2. The plumbing facilities are not functioning properly, for example:

b. There is a lack of running water in one or more plumbing fixtures.

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By Jo Becker, Education/Outreach Specialist, Fair Housing Council of Oregon

he topic of fair housing testing strikes fear and incites anger in many within the housing industry—in independent landlords and professional property managers, among sales brokers, mortgage lenders, homeowners’ associations, and other housing providers. Most are very unclear what testing is, and what it isn’t. With this article I’ll

PRSRT STD US Postage PAID Portland, OR Permit #5460

delve into the topic and explain the process. First, let me say that as a former Realtor®, I am well aware (as I’m sure you are) that the housing industry is heavily regulated. Legal issues and accompanying regulatory bodies range from licensing law and contract law to landlord / tenant law in the rental market to fair housing law. The Fair Housing Council of Oregon (FHCO) is not the only organization that performs testing. For those of you familiar with the sales

world, you might recall when the Oregon Real Estate Agency conducted audit tests a few years ago to verify that agents were explaining the then new Agency Disclosure Pamphlet and presenting it for signature upon “first substantive contact” with a prospective client. This is but one more example of testing in the industry. What is fair housing testing? Who does it? What are the implicontinued on page 3

Advertise in Rental Housing Journal VALLEY Circulated to over 6,000 Apartment owners, On-site, and Maintenance personnel monthly.

Call 503-221-1260 for more info.

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4 Tips to Survive the Next Stock Market Crash

il prices are plummeting, taking energy stocks down with them. Meanwhile, financial experts such as Harry Dent and Robert Shiller say the U.S. stock market is overdue for a correction. Shiller recently noted in Forbes that the market is 65 percent overvalued, mainly fueled by “irrational exuberance.” “Many investors today are yieldstarved savers who are losing their earnings power to inflation, increased taxes, and persistent low interest rates,” says Salvatore M. Buscemi, managing director of Dandrew Partners LLC in New York City and author of “Making the Yield: Real Estate Hard Money

Advice on Smart Alternative Investments from Investment Banker Lending Uncovered,” (www. MakingTheYield.com). “As a result, they are being forced to take risks by investing against their better judgment into markets where they have little to no control, and for the majority, can’t afford to lose their money in another stock market crash as they did in 2001 and 2008.” A growing trend among those seeking to beat the bear is to channel investments into real estate, he says. Not the kind of venture that turned many into reluctant landlords during the housing bust, but another type called hard money lending. “Here’s how it works,” Buscemi says. “Investors act like a bank and

make short-term loans to small businesses that buy and repair distressed properties, refinance them with conventional bank loans and repay the short-term loans at higher interest rates, generating more profitable returns for the original lenders.” Buscemi reviews ways to get the most out of this lucrative venture. • Shop local. All things being equal, private investors are often served by small, perhaps localized real estate private partnerships that throw off real cash flow than by global, publicly listed full-service investment brands where an alignment of interest between investors and these corporations may be deficient or missing.

• Explore crowd funding. With the advent of crowd funding and federal rule changes since the last real estate cycle, more people with less money can participate in deals that they may have never been able to get into before. • Have a pre-flight checklist. The best time to worry about a real estate loan is before you make it. Always have a list of items to review before committing capital. These include job history, experience in rehab property, education, and most important, credit quality. Always read the entire credit report as the devil is in the details. Also make sure to accept reports from a third party, not

decisions that keep tenants living in the home or apartment, and may or may not provide some sort of compensation. Some examples of essential service responses: A furious winter storm causes a power outage at a 30 unit apartment property. The transformer blew and a second one, installed by the electric company, fails as well. There are no replacements in the city so a new transformer has to be flown in; in the meantime the apartments have no heat. Tenants decide to leave their homes and move in with friends and relatives. The landlord has no control over this essential service. The on-site manager makes sure to stay in touch with all of the tenants to let them know when the power comes back. The landlord has done all he can to get the electricity back. The water heater fails for a tenant at 8 p.m. on a Saturday night. The landlord contacts a plumber and a new water heater is installed on Sunday. The tenants in a 2 bedroom 2 bath apartment have a clogged toilet. The tenants call the landlord at 10 p.m. at night. The landlord decides that the plumber can rooter the toilet the next day since the tenants still have one toilet available. The tenant’s children throw a toy into the toilet. The tenants live in a three bedroom 1 bath home. They call the landlord for help. Since this is an essential service, he calls the rooter company for service that night. The rooter company confirms that the tenants created the damage. The Landlord’s rental agreement spells out that the tenants need to

pay for tenant created damages. The Landlord bills back the tenants for the needed plumbing and repair services. The refrigerator fails. The tenant calls the landlord. The freezer ice has melted and the water service to the ice maker broke as the tenants pulled out the refrigerator. The kitchen is flooded. The landlord calls both a plumber and an emergency contractor to suck up the water and install dehumidifiers. This all occurred within one day. Had the landlord not responded ( because they were vacationing) the tenant could either have had it fixed for a cost up to $300 (which they would then subtract from the rent), or moved out and stayed in an alternant space until the landlord replaced the refrigerator and the water repairs were taken care of. A five year old puts a car into drive and the car runs into the side of an apartment building. The landlord calls the insurance company and they hire a contractor to repair the wall. The wall is repaired in 10 days, work started on the same day the accident occurred. Clearly, landlords must respond to the essential service needs of their tenants, but tenants also have the responsibility to keep their homes and apartments in good order and communicate with their landlords when a failure of an essential service occurs. Essential services are just that, services that are critical to the health and well-being of tenants, and healthy tenants pay for these essential services with their rent.

continued on page 5

10 Things ...continued from front page ing condition. 4. There is no electricity in the dwelling, or the electrical equipment is not functioning properly, or is in poor working order (i.e. an outlet has blown, but is not replaced/repaired, etc.). 5. If any area under control of the landlord, including, but not limited to: the buildings, grounds, or appurtenances at the time of the start of the rental agreement are dirty, unsanitary, cluttered, or have accumulated debris, filth, rubbish, garbage, rodents, or vermin. 6. In certain areas a dwelling can be considered uninhabitable if garbage receptacles are not provided (except as allowed by local ordinance and/or by written agreement between the landlord and the tenant) or if the provided garbage receptacles are not serviced in a timely basis. 7. The floors, walls, ceilings, stairways, or railings are in a state of disrepair creating a hazard to tenants. 8. Provided systems, or systems required to be provided by the landlord, are not in good repair (i.e. out of order elevator, existing ventilation or air conditioning not working, etc.) 9. The required smoke detectors and/or carbon monoxide detectors are not present or functioning. 10. The dwelling is not securable (i.e. broken door locks, or window latches, etc.) What happens if there is a maintenance problem? First of all, tenants have a responsibility to keep a property in good condition. ORS 90.325 basically says that tenants need to keep their unit clean, test the smoke alarms and carbon monoxide alarms every 6 months, and not cause intentional damage. When something breaks, tenants need to notify their landlord. Under ORS 90.360 the landlord 2

has seven (7) days from the actual notice to repair an essential service and thirty (30) days to repair nonessential services. What can a tenant do if a landlord does not repair / provide essential services? A tenant should first contact the landlord and state the problem. They should then follow up with a written notice stating the problem again. If the essential service is not restored within 7 days, the tenant may buy the service or have the repairs done to restore the service (if not more than $300) and deduct the cost from their rent. They may also move somewhere else until the service is restored. The tenant does not have to pay rent while living in substitute housing and may go to court to recover the cost of the substitute housing up to the amount charged on the original rent if necessary (ORS 90.365). If the landlord fails to supply any essential service and the lack of which poses an imminent and serious threat to tenant’s health, safety or property, the tenant can deliver a written notice to the landlord specifying the nature of the breach and warning that this gives them grounds to terminate the rental agreement or lease if the breach is not remedied within 48 hours. A landlord shall not be considered intentionally or negligently failing to supply an essential service if the landlord: a. Substantially supplies the essential service, or b. Makes a reasonable and good faith effort to supply the essential service and the failure is due to conditions beyond the landlord’s control. Does the Landlord have to pay for a hotel or replacement food if the essential services are not available (i.e. a refrigerator fails and all the food spoils)? There is nothing in Oregon’s Landlord Tenant Act that requires that. Typically landlords will make

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Mind Your Business ...continued from front page 3) their Request for Tenancy Approval (RTA). Once approved, you, the landlord, complete the (RTA) and fax or mail it to our office. If you need help filling out the form, please contact a member of the Inspection Team or the Housing Specialist listed on the voucher for assistance. After the completed form is received by the HA, the next step is the property inspection. The faster you get the form in, the sooner we can inspect. If you’re not sure that your property will pass the inspection or you want to do your best to ensure that it will, please check out our publication, “A Good Place to Live” available as a link on the ROA website (www. laneroa.com). This is a checklist of the items our team will be looking for. The Inspection Team (currently, Daniel Roth, Jon Wild and Cj Mann), makes every effort to inspect within 3-5 days of receiving the RTA. It may take a few more days if your property is outside the metro area or in outlying areas such as Florence or Oakridge. You will be notified promptly if

your property does or does not pass the inspection. If deficiencies are noted, it is then your choice to correct them or not. Depending on the type or severity of the repair, the Inspection Team will either conduct a second inspection, or will agree to accept invoices, work orders, photos, and receipts for materials and labor attached to a signed statement of completion. Once the unit is approved, you are then required to send the Agency copies of the standard lease documents signed by the tenant: the rental agreement, proof of the tenant’s receipt of the Lead-Based Paint pamphlet, Smoke and Carbon Monoxide Alarm acceptance form, Mold and Mildew agreement, and any other standard Oregon Landlord-Tenant forms that will be enforced during the lease term. Having this information on file, will help the assigned caseworker, known as a Housing Specialist, work with both you and the tenant, to provide guidance during the term of the lease. Housing Specialists may not give legal advice, or their interpretation of Oregon’s

Landlord-Tenant Act, but can assist you with questions regarding the agency’s procedures and policies. The eight specialists and their contact information can be accessed on the Housing Agency website at www.hacsa.org. So, you have an approved tenant, your unit has passed inspection, and you have submitted the required paperwork; rental assistance payments known as HAP monies will then be directly deposited into your chosen banking institution. The client, the landlord, and the Housing Agency will all have signed contracts that link us together in providing safe and affordable housing as our families strive for economic security. In addition to housing a qualified, paying tenant, you benefit from prompt direct deposit of HA rent payments, market-rate rent, and annual housing quality inspections. In addition, you are also able to access the Housing Choice Act mitigation fund should you experience damage from a Section 8 tenancy above and beyond the amount of their security deposit.

And just like any other tenant, upon occasion there are issues with a Section 8 tenant. If there are problems, nothing in the HAP contract prohibits you from pursuing any and all legal avenues at your disposal. This includes a tenant’s failure to pay their portion of the rent, unlawful occupants or pets, damage to the property, disturbance of the peaceful enjoyment of others, etc. You may take any action, up to and including eviction, in accordance with the law and the terms of the lease. One caveat: You are required to send copies of any notices served upon the tenant to their Housing Specialist at the time you serve the notice upon the tenant. Thank you for your interest in the Housing Choice Voucher program known as the “Section 8” or “Voucher” program. If you would like know more about the program or renting to a family with a voucher, please contact us at 541-682-3755. Together, we can work to make this a positive experience for all.

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Testing ...continued from front page

cations for you in your daily practice? The FHCO is not an enforcement agency, per se. We do, however, conduct enforcement-related activities such as testing or filing a complaint with the Dept. of Housing and Urban Development (HUD) or another regulatory governmental agency (such as Oregon’s Bureau of Labor and Industries (BOLI), either on our own behalf or in assisting a housing consumer who feels a fair housing violation has been committed against them. We also sometimes file lawsuits with private attorneys, especially if testing evidence supports an allegation of a fair housing violation. Each year, we also assist hundreds of housing providers and consumers in resolving fair housing problems in an informal manner, to the satisfaction of both parties and a good deal of our day-to-day work focuses on education and outreach to both housing consumers and housing providers about their rights and responsibilities under federal, state, and local fair housing laws . (For information on in-house training visit www.FHCO.org/pdfs/classlist. pdf.) If someone contacts our office with what appears may be a fair housing allegation, we take the information and determine if it is a testable situation. Testing is used to identify ordinary business practices (of a company, an individual, etc.) and these practices are usually confirmed with a series of tests. Additionally you should know, we may use testers who are not simply posing as a housing consumer, but someone who may follow a transaction through to the end and to purchase a home, obtain a loan, enter into a lease agreement, etc. These folks aren’t just testers, they’re bonaRental Housing Journal Valley • February 2015

fide prospects currently in the market to buy / lend / lease. As I’ve said many times before, we’d much rather eradicate illegal housing discrimination through education and outreach and making ourselves available for your questions, than to “catch” you doing something wrong. Consider us a resource – if fact, did you know that we provide testing as a fee-for-service? Organizations and firms may contract with us to see how staff or members are doing in complying with fair housing laws – the results of these tests are confidential under the terms of the contract. In addition, we offer a wealth of information available for housing providers on our website. A few pages likely to be of interest include:

ongoing content for your own publication. To learn more… Learn more about fair housing and / or sign up for our free, periodic newsletter at www.FHCO.org. Qs about this article? ‘Interested in articles for your company or trade association? Contact Jo Becker at jbecker@FHCO.org or 800/424-3247 Ext. 150 Want to schedule an in-office fair housing

training program or speaker for corporate or association functions? Visit www.FHCO.org/ pdfs/classlist.pdf

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• www.FHCO.org/hs_provider_ info.htm

• www.FHCO.org/guidebooks. htm

• www.FHCO.org/videos.htm • www.FHCO.org/forms.htm

(including 4 interactive sample forms translated into laymen’s terms -- 2 or sales, 2 for rentals)

• www.FHCO.org/brochures.htm • www.FHCO.org/translations. htm

Please consider supporting the work we do by joining the FHCO today. Support from the housing industry is particularly important as we stand together to ensure housing for all in the spirit of fair housing laws. Visit www.FHCO.org/join_ us.htm or call our office for membership information. This article brought to you by the Fair Housing Council; a civil rights organization. All rights reserved © 2015. Write jbecker@ FHCO.org to reprint articles or inquire about 3

RENTAL HOUSING JOURNAL VALLEY 16083 SW Upper Boones Ferry Road, Suite 105, Tigard, OR 97224 503-213-1281, 503-213-1288 Fax www.multifamilynw.org

Scott Arena President, Multifamily Northwest

Good Client Relationships Focus on the Basics!

n a global level, today’s service industries fiercely compete for business around the clock. Property management is no exception. To attract new business a company must sell and demonstrate what they have to offer. This is ultimately exemplified by the business already in place. Clients demand superior levels of service and want to be assured they are receiving the best value for their management dollar. Establishing sound practices is a great start but the essential component is maintaining consistent delivery of superior service. The path to good client relations is successfully navigated with hardwork and steady commitment. Here are a few essential tips for navigating the course: Fiduciary Management: Make money-spending decisions as if you are managing your own money. Owners expect their managers to seek out the best deals possible. Obtain the best value at the best price. A wise mentor once told me “watch the pennies and the dollars will follow”. Such a basic principle - time tested and true. Communicate regularly: Keeping an open line of communication is vital. Whether done electronically or verbally can depend on desired convenience, but regular updates and keeping an owner apprised of important issues is key

to maintaining trust and credibility. No one likes costly surprises. This also goes a long way in building solid trust relationships. Return the call: When an owner asks for a return call, text or email response – DO IT! Even if you will need to contact them later, at least acknowledge the call or message as quickly as possible. No one appreciates being ignored. Especially when paying for services. Just think of the “automated phone menu of endless options” when trying to contact a human customer service rep! Frustration never breeds comfort. Know the property: Regular walks and inspections of a property convey that you are in tune with the structural conditions, interacting at the site level, and familiar with staffing and resident matters. It’s impossible to effectively manage property if you are behind a desk 100% of your time. Smart phones and tablets are convenient, but are no substitute for walking and inspecting sites. Manage revenues: Consistently monitor rents, rate trends and understand your market. Train site managers to do the same. In our current robust rental market it is essential to maximize rents and take full advantage of favorable supply-demand conditions. Make certain that leasing staff understands the importance of lease renewal increases and pushing new market

SAVE THE DATE

rent levels at turnover. Be a trendsetter: Seek out new ways to save on expenses, generate revenues, and ultimately add value to your property. Utility costs, for example, have increased dramatically in recent years. Implementation of a utility bill-back system can result in significant cost recovery, as well as promote conservation efforts. Explore energy-rebate programs available to multi-family communities. Upgrades in lighting, plumbing, windows, HVAC can save significant dollars on a long-term basis. Honesty – always the best policy: Nothing strengthens a relationship more than being truthful, dependable and trustworthy. When a problem arises, be honest with your supervisor or owner. And notify promptly. Do not hesitate. Let them know that a new roof is needed, parking lot needs an overlay, or

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Multifamily NW

Upcoming Educational Opportunities 1/21/2015 CAM Legal Responsibilities

2/16/2015 Oregon Landlord/Tenant Law Part 2

1/29/2015 Safety & OSHA Preparedness

2/17/2015 CAM Fair Housing

2/2/2015 Oregon Landlord/Tenant Law Part 1

Law & Rule Required Course (LARRC)

2/4/2015 Emergency Readiness

Membership Luncheon - An Update from Mayor Charlie Hales

CAM Risk Management

2/19/2015 CAM Human Resources Part 1

2/5/2015 Forms & Notices 101

2/24/2015 NALP Marketing & Maintaining Your Community

2/6/2015 NALP - Bringing in New Residents: Be Prepared

2/25/2015 Basic Electrical for Spanish Speakers

2/11/2015 CAS Supplier Success

2/26/2015 CAM Human Resources Part 2

Maintenance Tips, Tricks & Pitfalls (Vancouver, WA)

ACE Awards | May 21, 2015

the siding must be replaced. Most investors in multi-family real estate already understand requirements to maintain a property. Needs are to be expected. They are looking to you for cost-effective answers. Notify of a problem or need, but ALWAYS provide well thought-out and effective solutions. Build credibility and instill confidence through your actions. Seek that “win-win” partner relationship that benefits all parties. Such efforts significantly help you weather the “ups-and-downs” of business trends and market cycles. Meeting objectives and achieving desired results are the ultimate goals, but always remember… good relationship-management is essential to establishing long-term customer loyalty.

2/13/2015 It's The Law Lunchtime Series Marijuana: Smokin' Hot Issues

Nominations are now open!

Can I, a supplier, nominate someone for an ACE Award? Unfortunately no. Due to the specific information required, entrants can only be nominated by their company. However, if you work with a client that you think deserves a nomination, don’t hesitate to tell their manager!

DATE __________________________________________ PROPERTY NAME / NUMBER __________________________________________________________________________________________________________________________________________________________________ GARAGE UNIT NUMBER _____________________________________________ STORAGE UNIT NUMBER _____________________________________________ UNIT LOCATION ________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Multifamily NW’s forms collection has Garage/Storage Rental Agreement for both Oregon and Washington. These are written to accompany the resident’s rental agreement. This form sets the rental term or the garage/storage space, the monthly rental amount, specific security deposit and late fee. There ample room to add language under special provisions and page two details the terms and conditions that protect the landlord against an array of potential issues.

RESIDENT NAME(S) ___________________________________________________________________________

___________________________________________________________________________

UNIT NUMBER ___________________________________ STREET ADDRESS __________________________________________________________________________________________________________________________________________________________________________ CITY _____________________________________________________________________________________________________________________ STATE __________________________________________________ ZIP __________________________________________________________________________ RESIDENT PHONE _________________________________________________________________________________ DATE RENTAL TERM BEGINNING: _____________________________________________________________

MONTHLY RENTAL AMOUNT: $__________________________________________________ LATE FEE $________________________________________ NSF FEE

RENT FROM

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$__________________________________ $__________________________________ $__________________________________

c REMOTE DEPOSIT

$__________________________________ TOTAL DUE AT START OF RENTAL $__________________________________

MAKE

MODEL

COLOR

STATE

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________________

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________________

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________________

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PLATE #

PARKING ID #

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________________

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________________

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c IF CHECKED, GARAGE IS TO BE USED FOR MOTOR VEHICLE PARKING ONLY. NO STORAGE THAT WOULD PREVENT VEHICLE PARKING IS ALLOWED.

DAMAGE OR DEFICIENCIES IN THE STORAGE UNIT* ON COMMENCEMENT DATE: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SPECIAL PROVISIONS: ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_____________________________

RESIDENT

THRU

c KEY/CARD DEPOSIT

$35.00 + BANK CHARGES

_____________________________________________________________________________________

Questions? Visit www.multifamilynw.org or call 503-213-1281 for more information. Nomination forms can be downloaded from our website and completed forms should be sent to ACE@multifamilynw.org.

_____________________________________

SECURITY DEPOSIT

Who decides the winner? When ACE nominations are sent to the Multifamily NW office, all specific nominee information is redacted before being sent to the out-of-state judges. The judges make their decision based only on the information provided with no background about the individual or company. There are 3-4 out-of-state judges each year generally Executive Directors of other apartment associations.

OREGON

RESIDENT GARAGE / STORAGE RENTAL AGREEMENT (USE ONLY FOR RESIDENTS)

ACCOUNTING

How many nominees are in each category? We do not currently put a cap on the number of nominees in each category. Nominations vary across categories but average about 10-12 per grouping.

Resident Garage/Storage Rental Agreement M036 OR & M036 WA

TERMS

Who gets nominated for an ACE Award? ACE award nominees encompass a wide spectrum of Property Management employees. Companies often nominate at all levels, from on-site leasing staff to Portfolio Managers. The titles may differ across companies but generally ACE nominees are: Leasing Agents, Maintenance Techs, Assistant Managers, Maintenance Supervisors, Managers and Portfolio Managers.

AUTHORIZED VEHICLES

ACE Award Nominations FAQ

RESIDENT

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RESIDENT

_____________________________________________________________________________________

DATE

_____________________________________________________________________________________

DATE

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RESIDENT

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RESIDENT

_____________________________________________________________________________________

DATE

RESIDENT

*Throughout this Agreement the term “storage unit” shall include garage except where expressly stated to the contrary. ON SITE

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OWNER/AGENT

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MAIN OFFICE (IF REQUIRED)

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Rental Housing March Valley • February 2015

RENTAL HOUSING JOURNAL VALLEY

Survive ...continued from page 2

5 reasons to use rentegration 1. Access - Rentegration.com is a web based, multi-user software offering customers 24/7 access to forms generation, archives, property management database, basic accounting, vendor ordering and other services. 2. Rental and Lease Forms - Unlimited use of a full line of state specific rental and lease forms. All Rentegration.com forms are created by attorneys and/or local rental housing associations. 3. Simplified Accounting - Owners

and managers can track income and expense for each unit, property and company. Perfect for mid and small size property managers and independent rental owners, who neither have the need or budget for larger, more expensive software.

4. Management Database - Rentegra-

tion.com is an easy to use, database driven software. Most form fields are auto populated from the database. The modules are all integrated and work together. For example, a customer can use the rentroll function to identify all delinquencies, apply fees, and create eviction forms with a few simple clicks of the mouse.

5. Value - Large property management

the borrower as they can be faked. • Always ask how your interests are aligned with your borrowers. If they are not going to make any money, neither will you. The loan will default, and you’ll both be discouraged. “Individual investors are looking for a more intimate method of managing their own money, insulated from geopolitical shocks,” Mr. Buscemi says. “They don’t want to wake up in the morning blindsided that they’ve lost a good chunk of their portfolio because of something that happened overseas. Real estate keeps climbing

companies use Rentegration.com Colorthat Standards for National Tenant Network Logo for only forms generation will save time • Logos areover providedother on the CDmethods. in all three forms: and money Mid all black, reversed to white, or in PMS 280 Blue/PMS 7543 Gray spot or 4/color applications. and small size property managers and Please see below for specific use examples. independent rental owners can manage • No other colors are acceptable for use for the logo. their entire business at a fraction of the • No altering of the logo is allowed. If you have a special circumstance that requires something not cost of other and providedsoftware on the CD, please callforms. NTN NaTioNaL HeadquarTerS 1.800.228.0989 for assistance.

higher and higher in some markets. And people implicitly trust real estate; it’s a very bankable asset class.” Salvatore M. Buscemi, author of “Making the Yield: Real Estate Hard Money Lending Uncovered,” is managing director of Dandrew Partners LLC in New York City (www.dandrewmedia.com). The company specializes in placing capital from prominent institutional investors into middle-market distressed commercial real estate investments. He began his career at Goldman Sachs, where he worked four years as an investment banker. A frequent speaker on hard money lending, Mr. Buscemi also co-founded Dandrew Strategies LLC, a $30 million real estate solutions provider in the secondary mortgage market specializing in non-performing residential mortgage portfolios.

• Logos should not be put over a busy background.

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Cabinets Tenant(s) Tenant(s) certify that the above pet(s) are the only pet(s) on the premises. Ceilings understands that the additional pet(s) are not permitted unless the landlord gives ten Sink ant(s) written permission. Tenant(s) agree to keep the above-listed pets in the premises Electrical Outlets subject to the following terms and conditions: Floor Garbage Cans

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Rental Housing Journal Valley • February 2015

RENTAL HOUSING JOURNAL VALLEY

Northwest

n strong rental markets, many leasing employees are faced with the wonderful challenge of being 100% leased. Some apartments are being rented “sight unseen,” and perhaps there are only a few days in any given month where vacant apartments are available to look at before the new residents move in. For communities that have rented and done away with their model apartments, many leasing consultants are now in situations where they have nothing to show, even if they have unrented notices. The following question expresses this dilemma and the leasing consultant’s frustration: Q: Our property consistently stays full and we typically rent our notices almost as soon as they come in. When people call to inquire about an apartment and I don’t have anything available to show, I will usually refer them to our website or recommend that they call back at a later date. I don’t want to waste their time if I don’t have anything available. However, lately some callers have been pretty insistent about wanting to come by even when I don’t have an apartment they can see. Should I really be trying to set appointments

T Ask

Secret Shopper

when all I can do is hand out a floor plan and give a property tour? A: This is a challenge, and yet a unique and incredible opportunity for you to highlight and sell many other aspects of your community that you might not normally focus on during an apartment tour. EVERY caller should be extended an invitation to visit your community, whether you have an apartment to show or not. While a website is just one of many “sales tools” at your disposal, it is not the only tool you have. What about your property and the many community benefits you have to offer? Even if you work at a smaller community, you still have numerous benefits to sell. Perhaps it’s the location of your building and the many area conveniences, which no one will truly appreciate unless they make a visit and drive through the neighborhood. Maybe you have an outstanding maintenance staff that is highly visible that a prospective resident would observe hard at work when visiting your community. What about your friendly residents who are out and about? The ones who smile and cheerfully say “Hello” to everyone they meet. Have you ever considered your existing residents as

a “sales tool?” Then, last, but certainly not least, there is YOU!! No website or other form of “inanimate” advertising can take the place of a warm, friendly and VERY enthusiastic person who is excited about their product and what they are doing. Of course it’s much “easier” to just refer someone to a website or encourage them to check back with you when you have no apartments to show. After all, it does “appear” that you are trying to be “helpful.” What if you extended an invitation to visit instead? You would definitely have to expend some extra time and energy and get creative to sell your product in a new and exciting way without a “visual.” Perhaps your enthusiastic personality could describe and demonstrate with such animation that you could create your own “visual?” Of course you want to be honest about your apartment availability and not get your prospects so “worked up” that you sell them on renting an apartment that is not

available for their time frame. On the other hand, maybe there is some flexibility with their move date. Remember: Part of your job as a sales person is to convince the customer that what you have to offer is worth waiting for. If you are interested in leasing training or have a question or concern that you would like to see addressed, please reach out to me via e-mail. ASK THE SECRET SHOPPER Provided by: Joyce (Kirby) Bica former owner of Shoptalk Service Evaluations Phone: 425-424-8870 E-mail: shptalk2@gmail.com Copyright Joyce (Kirby) Bica

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Rental Housing March Valley • February 2015

RENTAL HOUSING JOURNAL VALLEY

rom the moment you spoke your first word as a small child, your voice and the words you select are often taken for granted—a gift you use throughout your life. As leasing professionals, you know the importance of using the telephone, because this is how a majority of your future residents contact your apartment communities. In this article, we are going to ask you to capture your voice and listen closely to how you are handling each call—a powerful exercise for becoming a leasing SuperStar. Capturing your voice and words: Let’s start by agreeing that capturing your voice and hearing the words you are using to lease apartments is an important first step. As a leasing professional, how much would your leasing skills and closing ratios improve if you listened to 50 or even 100 of the most recent calls you received from future residents? Capturing your voice and listening to the words you are using to paint verbal pictures about your apartment community will have a positive impact on your leasing performance and your career in the multi-housing industry. As a resident manager or property supervisor, imagine the

By Ernest F. Oriente, The Coach {Article #225…since 1995}

powerful coaching you could do with/for your leasing teams, if you could hear the five best presentations this week, given to future residents? Tip From The Coach: Using the simplest of tools, place a digital recorder next to your telephone and start the record every time a future resident calls your apartment community. This will give you the opportunity to hear your voice and listen to the words you are using to lease your apartment lifestyle. For a more powerful system, select a vendor who can help you automatically capture, save, and index every future resident telephone call. An important note for resident managers and property supervisors: you must receive written permission from your leasing teams to capture their voices and we recommend a system be used just for in-bound calls from future residents, as these are the calls that increase your occupancy and define property management success. Learning from your voice-mirror: Once you have selected a system for capturing your leasing voice, it’s now time to learn from your powerful voice-mirror. Begin by play the recording of your calls from today and ask yourself these important

questions as you listen to your voice- this special index number on your mirror: Can I hear the smile in my guest card or traffic log, you can voice? Was my voice too soft or too replay this saved call minutes before loud? Was the speed of my voice too your appointment with each future fast or too slow? Am I proud of the resident! Wow! Can you imagine way I handled the questions asked the response you are going to receive by this future resident? If I could from future residents when you can re-do this call with the same future remember the exact details of your resident, what single improvement telephone conversation from a week would I make? Now, continue this ago? More importantly, how will this process of capturing your calls and personalized approach increase your listening to your voice-mirror for the leasing success? next four weeks. Then, call us in 30 Tip From The Coach: As a residays at 435-615-8486 and tells us dent manager or property supervihow your leasing skills and closing sor, this special index number can ratios improved. We want to hear serve a dual purpose. For example, your success stories! your leasing professional, Mary, Tip From The Coach: As a resi- speaks by telephone to Rick Brown dent manager or property supervi- on Monday and schedules an sor, imagine how powerful it would appointment for a Friday morning be to have a recording collection of leasing tour. Mary calls in sick on the best-of-the-best in telephone pre- VALLEY, Friday so you can nowARIZONA ask Bill to APT METRO, sentations to share with a newly cover for Mary and have him use this hired leasing professional. These special index number to hear Mary’s powerful telephone presentations original telephone call with Rick could also be shared during weekly Brown. What a concept! Bill is right leasing meetings so your entire team in step with Rick Brown, a future could continue to polish their skills resident, and Bill has a better opporand refine theFeb, verbalApr, pictures theyAug, tunityOct, to lease a new apartment to Jun, Dec are using to invite future residents to Rick because he has the information your apartment communities. In he needs to close this sale. addition, try comparing these teleWant to hear more about this phone calls to the shopping reports important topic or ask some addiused by your company—and watch tional questions about how to capto see how the scores of your leasing ture your voice-mirror or how to link teams improve. your voice with your leasing sucLinking your voice with your cess? Send an E-mail to ernest@powleasing success: As an added bonus, erhour.com and The Coach will companies like Who’s Calling® or E-mail you a free PowerHour invitaLead Tracking Solutions® will help tion. you and your leasing teams autoAuthor’s note: Ernest F. Oriente, matically capture every in-bound a business coach/trainer since 1995 telephone call from future residents [33,300 hours], serving property and will provide you with a special VALLEY, METRO, management industryARIZONA professional APT index number that is spoken out by since 1988--the author of SmartMatch the system at the end of each call. As Alliances™, the founder of PowerHour® [ www.powerhour.com a leasing professional, this becomes a ], the founder of PowerHour SEO [ wonderful audio guest card which www.powerhourseo.com ], the live you can go back and replay right weekly PowerHour Leadership after you finish speaking with each Academy [ www.powerhourleaderfuture resident. By replaying this shipacademy.com/pm ] and Power Mar, May, Nov, message rightJan, after each call, you can Jul, Sep, Insurance & Risk Management 1010 East 62nd Street, Los Angeles, CA 90001-1598 ], has a pasadd any additional notes you might Group [ www.pirmg.com 1-800-624-5269 • coaching Fax: 1-800-624-5299 his clients on execuhave missed duringPhone: the original tele- sion for tive leadership, hiring and motivating phone call. In addition, if you place

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The Coach – Ref. Checks ...continued from page 7 property management SuperStars, traditional and Internet SEO/SEM marketing, competitive sales strategies, and high leverage alliances for property management teams and their leaders. He provides private and group coaching for property management companies around North America, executive recruiting, investment banking, national utility bill auditing, national real estate and apartment building insurance, SEO/ SEM web strategies, national WiFi solutions [ www.powerhour.com/ propertymanagement/nationalwifi. html ], powerful tools for hiring property management SuperStars and building dynamic teams, employee policy manuals [ www.powerhour. com/propertymanagement/employeepolicymanuals.html ] and social media strategic solutions [ http:// www.powerhour.com/propertymanagement/socialmedialeadership.html ]. Ernest worked for Motorola, Primedia and is certified in the Xerox sales

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methodologies. Recent interviews and articles have appeared more than 8000+ times in business and trade publications and in a wide variety of leading magazines and newspapers, including Smart Money, Inc., Business 2.0, The New York Times, Fast Company, The LA Times, Fortune, Business Week, Self Employed America and The Financial Times. Since 1995, Ernest has written 225+ articles for the property management industry and created 400+ property management forms, business and marketing checklists, sales letters and presentation tools. To subscribe to his free property management newsletter go to: www.powerhour.com. PowerHour® is based in Olympic-town…Park City, Utah, at 435-615-8486, by E-mail ernest@ powerhour.com or visit their website: www.powerhour.com

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CCB# 155631 Rental Housing March Valley • February 2015