Valley Rental Houisng Journal - March 2015 by Professional Publishing, Inc

March 2015

Rental Housing Journal Valley

3. Spring Maintenance Checklist

4. Seeking Customer Loyalty? Build Good Business Relationships 6. Secret Shopper Q&A

EUGENE • SALEM • ALBANY • CORVALLIS WWW.RENTALHOUSINGJOURNAL.COM • PROFESSIONAL PUBLISHING, INC

New Residential Water Heater Efficiency Standards By Heather Hill and Jason Campbell

O After Four Years of Elevated Construction, Vacancy Will Finally Rise in Portland

trong job growth is sustaining considerable demand for apartments in the metro and pushing up rents. By the end of 2015, nearly 14,000 new units will have been added to rental stock over the past four years, yet market wide vacancy will remain below 4 percent for the fourth consecutive year. A large portion of apartment demand is coming from young professionals desiring to live in an urban environment. The higher cost of city living, however, is generating the need for more affordable housing options, including micro apartments. Micro units, which are typically less than 400 square feet, will soon be available in Northwest Portland, downtown and in the Hollywood District. At the other end of the spectrum, condo construction has resumed in the Pearl District. The well-appointed units will increase competition for nearby luxury rentals. Apartment construction is also picking up in suburban areas, especially where employment, transit, restaurants and shopping are close by. Marcus Millichap.com

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

n April 16, 2015, all residential water heaters manufactured for sale in the United States will be required to meet new efficiency standards as the third phase of a nationwide energy conservation effort takes effect. The National Appliance Energy Conservation Act regulates the energy consumption of certain household appliances including furnaces, boilers, refrigerators and water heaters. According to the Appliance Standards Awareness Project, water heating represents 20% of the total annual household energy consumption in the US, and on average 57% of this energy is lost in inefficient heaters. The US Department of Energy (DOE) released its first mandatory standards in 1990.The second phase, enacted in 2004, tightened standards the most significantly of the three phases, and was estimated to avoid

316.8 million metric tons of carbon dioxide emissions. The 2015 standards will avoid 172.5 million metric tons of emissions, equivalent to the annual greenhouse gas emissions of about 33.8 million cars, according to the DOE. The mandatory standards dictate that manufacturers meet the maximum energy efficiency levels technically feasible and economically justified. The DOE conducts product reviews and updates the standards on a regular schedule. Note, that while the manufacturers cannot make any water heaters with the old standards after the April date, they will be allowed to continue to sell the old inventory until the supply is exhausted. As of the date of this post, manufacturers have not released the compliant replacement heaters for their obsolete products. Though energy efficient models do exist in the marketplace, they have been built and promoted as specialty products

VALLE

EUGENE • SALEM • ALBANY • CORVALLIS

and priced accordingly. Conversely, the replacement heaters will represent the new normal. What is changing? The Energy Factor (EF) represents the ratio of useful energy output from the water heater to the total amount of energy used to operate it. The higher the EF rating, the more energy efficient is the water heater. The type of fuel, volume and mechanics of the heater all factor into its rating and coinciding standard. For example, tabletop and instantaneous electric heaters already meet the EF standards and thus no changes will take place for those heaters. The new requirements will most significantly affect gas-fired and electric heaters over 55 gallons as well as all instant gas heaters. The chart below outlines how the standards apply to each style of heater. continued on page 7

Screening Without Social Security Numbers: There are Options! By Jo Becker, Education/Outreach Specialist, Fair Housing Council of Oregon

HCO often receives questions from both housing consumers and housing providers about tenant screening for applicants who do not have a Social Security number (SSN). With President Obama’s immigration action, approximately 4 million U.S. residents who are currently undocumented will have the opportunity to apply for work permits and SSNs. The campaign around Measure 88 (the “driver card” measure) also brought discussions of immigration in Oregon to the forefront

PRSRT STD US Postage PAID Portland, OR Permit #5460

last this fall.

The FHA and Oregon antidiscrimination law apply to everyone present in the US, regardless of immigration status.

Whatever your personal political position is on these recent events, the fact remains that many Oregon housing seekers do not have an SSN, and many will still not even when the

President’s programs are activated. The fact is that the Fair Housing Act and Oregon anti-discrimination law apply to everyone present in the US, regardless of immigration status. FHCO recognizes the importance of thorough tenant screening. Did you know that criminal history information can be acquired without an SSN and, of course, current and past landlords can provide rental history and references? Applicants may be able to provide other information continued on page 2

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Screening Without... continued from front page such as proof of "x" number of recent months’ paid utility bills, rent, or other regular monthly bills that can show a pattern of timely payment.

A refusal to review alternative documentation when a SSN is not available will have a negative & disparate impact on individuals whose national origin is not the US, thereby having a disparate impact on that protected class.

Individuals who do not qualify for an SSN may often have an ITIN (Individual Taxpayer Identification Number). This number allows for reporting to the IRS and in some cases for opening other accounts. After having consulted with screening companies and the credit bureaus, it does not appear that this will allow a credit report to be pulled in the same way that an SSN does. What we suggest when an applicant has no SSN is to say “show me what you can” rather than a flat “no.” At that point, your screening company should be able to give you an informed estimate about how much time and money an evaluation could cost. Costs may vary so shop your screening company. Once you have a cost estimate, inform the con-

sumer and, if you wish and do so consistently, you may then pass this cost on to them if they want to continue with the application. NOTE: This is a deviation from official FHCO opinion in the past that higher costs for manual screening without a SSN should not be passed on to the applicant. At this point there isn’t local or federal case law to provide guidance; however, we feel our current position is a reasonable balance between consumers’ rights and housing providers’ concerns. Case law has well established that it is inappropriate and illegal for a housing provider to charge someone to have an assistance animal, or a change to a guest policy to have a caregiver visit however many days a week, etc. With respect to screening a tenant without SSN; however, we are not talking about a disability-related modification / accommodation. 1Federally protected classes under the Fair Housing Act include: race, color, national origin, religion, sex, familial status (children), and disability. Oregon law also protects marital status, source of income, sexual orientation, and domestic violence survivors. Additional protected classes have been added in particular geographic areas; visit FHCO. org/mission.htm and read the section entitled “View Local Protected Classes” for more information.

It is still our position that a refusal to review alternative documentation when a SSN is not available will have a negative and disparate impact on individuals whose national origin is not the US, thereby having a disparate impact on that protected class. Therefore, a policy or practice of not accepting applicants because they do not have a SSN is not appropriate. That said, we feel that passing on actual additional costs of screening in a situation like this as a legitimate business expense that could be passed on to the applicant. It should be noted that we never recommend folks (whether they are immigrants or not) lie or use a false identification number. If applicants provide false information, they risk denial (or eviction) on the basis of having lied on the application. Technologies are changing, as are bank and lender policies, and it is important to be open to the opportunities that this may present for improved screening of individuals without SSNs. A presumption that those without a social security number cannot use a bank or get certain loans or credit cards is incorrect. There are both large national banks and smaller community credit unions that work with these individuals. Additionally, individuals without a SSN are able to request a

copy of their own credit report through Experian (one of three main credit bureaus). Experian will attempt to use data points such as name, date of birth, current and last addresses, and any transactions with an ITIN, to provide the individual with a report. The individual can then present this to a prospective landlord who is willing to accept a self-requested report. Housing providers need to be careful, too, of assumptions about household make-up based on race or national origin. If a landlord has a problem with residents who do not comply with the rental contract, they should deal with that appropriately under landlord / tenant law. Landlords should not assume “certain kinds of people” have larger or extended families that will exceed reasonable occupancy policies, or be louder or cause greater damage to the property than other households, etc. and base their rental decisions on such assumptions. Landlords should, instead, set reasonable occupancy standards (http://www.fhco. org/occupancy.htm) and enforce them equally across all of their units with all applicants and tenants. Landlords should not presume “those people” (insert any protected class you wish) would necessarily behave inappropriately or violate continued on page 3

Rental Housing Journal Valley • March 2015

RENTAL HOUSING JOURNAL VALLEY

Spring Maintenance Checklist

n spring, focus on freshening up your rental property and protecting the dwelling against the season's strong winds and rains. Use this time of the year to thoroughly clean and care for the home's interior. Outdoor Tasks: 1. Clean gutters and downspouts. 2. Inspect roof and chimney for cracks and damage. 3. Wash the exterior of all windows. 4. Install missing screens on windows and doors. Repair as needed. 5. Fertilize the lawn. 6. Check decks for loose boards, railings, or stairs. 7. Professionally service heating

and cooling units. 8. Check the foundation for cracking as well as for insect damage. 9. Remove foundation vent covers and spigot covers. Indoor Tasks: 10. Test all smoke and carbon monoxide detectors 11. If the basement has a sump pump, test it by dumping a large bucket of water into the basin of the sump pump. This should activate the sump pump. If it does not switch on or if it's notpumping water, it may need to be serviced by a professional. Also, check for and remove any debris and make sure there are no leaks.

12. Assess the need for blind repair, cleaning or replacement. 13. Repair or replace broken or missing kitchen cupboard hardware. 14. Check the attic for signs of moisture and water stains. 15. Check walls for condensation and mildew. 16. Check electrical panel for rust, make sure circuit breakers are operating correctly. 17. Clean dryer vents. 18. Clean or replace furnace filters. Check clothes washer hoses for cracks or swelling. 19. Check all faucets for leaks or slow drips. Detach and flush aerators. 20. Maintain clean drains by pouring

one-half-cup baking soda followed by one-half-cup white vinegar into each. After 10 minutes, flush with boiling water. Katie Poole–Hussa is a Licensed Property Manager, Continuing Education Provider and Principal at Smart Property Management in Portland, OR. She can be reached with questions or comments at Katie@ SmartPM.co

Screening Without... .continued from front page contract terms. Enforcement of rules should be consistent, based on the behavior the housing provider is concerned about and, when the rules are violated, the situations should be handled consistently. We will continue to consult with other fair housing organizations and industry groups to assure we remain confident that our position on non-

SSN-screening is reasonable. If you have questions about a situation you have encountered, please consider us a resource and contact us! Start on our website at www.FHCO. org/national_origin.htm, as well as www.FHCO.org/hs_provider_info.htm. 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 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 asso-

ciation? 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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OR-RTG-20 Oregon

CHECK-IN/CHECK-OUT CONDITION

REPORT

TENANT(S): ___________________ ___________________ OR-RTG-24 Oregon ____________________________ ADDRESS: ___________________ _____________________________UNIT: ______________ CITY: ___________________________________ STATE: ________ ZIP: _________________

PET AGREEMENT Rating Scale

= (E)Excellent (VG) Very Good

TENANT INFORMATION

(G)Good (F)Fair (P)Poor

IN Out TENANT(S): ____________________________________________________ DATE:________ LIVING AREAS ADDRESS: ____________________________________________________ UNIT: _________ KITCHEN CITY: _________________________________________ STATE: __________ ZIP: _________ Walls

Out

BEDROOM 3

Walls

DESCRIPTION OF PET(S) Windows Blinds/Drapes

Rods

Light Fixtures

Dishwasher Counter Tops

Doors/Woodwork

________ STATE:

________ UNIT: _________ __________ ZIP: _________

48-HOUR NOTICE OF ENTRY

Pursuant to RCW 59.18.150, this is your WA-RTG-20 Washington 48 hour entering the dwelling notice that your

landlord or their agents unit and ______________________ premises located at (Address) will be CHECK-IN/CHE ______________________ CK-OUT CONDIT ION REPORT______________________ ___________

Floor

Carpet/Vinyl/Wood 3) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Disposal Vaccinations: Yes____ No____ License Number: ______________

Locks

______________________

Blinds/Drapes

Ice Trays

2) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Vaccinations: Yes____ No____ Floor License Number: ______________ Shelves/Drawer

AGREEMENT

___________ ______________________ Out CITY: ______________________ ________ DATE:________ ___________

Windows

Refrigerator 1) Type _______________ Breed _______________ Size ______ Age __ Weight ___ Color ____ Name ________ Vaccinations: Yes____ No____ Rods License Number: ______________

Additional Security Deposit Required:$

WA-RTG-40 Washington

48-HOUR NOTICE OF ENTRY

TENANT(S): ___________ ______________________ ADDRESS:

Walls

Stove/Racks

Light Fixtures

TENANT(S): __________ ____________________ (Date) and Doors/Woodwork ADDRESS: . ____________________ ____________________ (Time) ________________ (Time) ____________________ CITY: Locks____________________ The entry ________UN will occur for the following __________ _____ STATE: ________purpose:IT: ______________ ___________ Rating CeilingsScale = (E)Excellent ZIP: _________________ ______________________ (VG) Very Good___________ ______________________ ___________ (G)Good ___________ (F)Fair (P)Poor Electric Outlets IN ______________________ _______________________ Out LIVING AREAS ______________________ In Out _ KITCHEN In Out Walls

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

Windows 1) The pet(s) shall be on a leash or otherwise under tenant’s control when it is outside the Antenna/Cable tenant’s dwelling TV unit. Blinds/Drapes 2) Tenant(s) shall promptly pick up all pet waste from the premises promptly. Fireplace 3) Tenant(s) are responsible for the conduct of their pet(s) at all times. 4) Tenant(s) are liable for all damages caused by their pet(s). Cleanliness 5) Tenant(s) shall pay the additional security deposit listed above and/or their rental agreement as a condition to keeping the pet(s) listed above. 6) Tenant(s) shall notBEDROOM allow their pets to cause any sort of disturbance or injury to the 1 BEDROOM 2 other tenants, guests, landlord or any other persons lawfully on the premises. Walls 7) Tenant(s) shall immediately report to landlord any type of damage Walls or injury caused by their pet. Windows 8) This agreement is incorporated into and shall become part of Windows the rental agreement exe Blinds/Drapes -cuted between the parties. Failure by tenant to comply with any part of this agreement Blinds/Drapes shall constitute a material breach of the rental agreement.

between the hours

Walls

Landlord

Windows

BATH ROOM

Towel Bars

Blinds/Drapes

Personal Service:

Post and Mail:

Rods

Shelves/Drawer

* Add one additional

Phone

Windows

Refrigerator

Method Ice Traysof Service:

Sink & Vanity

Toilet

Tub/Shower

Walls

Stove/Racks

Blinds/Drapes Rods Floor

Carpet/Vinyl/Woo

Disposal

Light Fixtures

BEDROOM 3

Floor day for compliance

if served by post

* and mail.

www.rentegration.com 503-933-6437 Rods

_____________________________ Floor Landlord

Light Fixtures

Doors/Woodwork

Locks

Counter Tops

Ceilings

Electric Outlets

Smoke Detectors

Windows

Services

Blinds/Drapes

Fireplace Plumbing

BATH ROOM

Cleanliness Heating

Ceilings

Towel Bars

Electricity

Electric Outlets

Hot Water

Toilet

BEDROOM 2

Smoke Detectors

Tub/Shower

Blinds/Drapes

may be reproduced without written

permission.

Blinds/Drapes

Rods

Fan (Exhaust)

of this form may Floor be reproduced without

Rods

Floor

Electric Outlets

written permission.

Floor

Light Fixtures

Doors/Woodwork

Locks

Ceilings

Electrical Outlets Smoke Detectors

Light Fixtures

Rental Housing Journal Valley • March 2015 Electric Outlets Smoke Detectors

Essential Services

Plumbing

Heating

Electricity Hot Water Smoke Detectors

sales@rentegration.com

Sink & Vanity

BEDROOM 1 Walls

Windows

Locks

Cabinets

Floor

TV Antenna/Cable Essential

Doors/Woodwork

Light Fixtures

Doors/Woodwork

Sink

Light Outlets Electrical Fixtures

Garbage Cans

Dishwasher

Floor Locks

Electric Outlets Ceilings

Rods

______________________________ Floor Tenant ______________________________ Light Fixtures Tenant

Electrical Outlets

Fan (Exhaust) Doors/Woodwork

of this form may

be reproduced without

uNaCCePTaBLe CoLor uSaGe

written permission.

do NoT change the color

do NoT alter in any way

do NoT put over a busy background

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

Seeking Customer Loyalty? Build Good Business Relationships experiences. Customer satisfaction is simply a customer’s sense of being satisfied. When content with service that is consistent and meets expectations, they are happy. But satisfaction does not always equate to long-term devotion. Satisfied customers will stay – but only until a better alternative presents itself – even if their expectations are being exceeded. There is no emotional connection or investment – and, as such, no commitment. By contrast, customer loyalty is what drives customers to maintain your services, keep returning, and stay through thick and thin. Too many times we make the mistake of confusing satisfied customers with loyal ones. Much research over the years has indicated no connection exists between customer satisfaction and customer loyalty. None. Simply because a customer indicates high levels of satisfaction does not mean they are or will be loyal to you. Customer loyalty is anchored in emotional connection. They are

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invested, heart and mind, in what you are as a company and how they are a part of it. A sense of partnership replaces the customer definition. They are “all in” and committed to you. What drives customer loyalty? One could argue that business relationships are an essential component. These are the relationships that go beyond the standard mindset of “get the sale and just maintain the account”. The types of relationships that foster and nurture loyalty are those that are built with care, effort and sense of purpose. The following are five steps that can help individuals and organizations build strong relationships that breed loyalty: -Be likable. Go out of your way to be friendly and helpful. Customers and clients want to be around people that make them feel good and positive. Be real. Have a sense of humor and connect on more than just a business level. Use discretion, but connect with positive interaction. Ask about hobbies, trips, interests, family,

etc. Find common ground, build chemistry, and connection will follow. -Earn respect with professionalism. Clients should look with admiration upon how you work, how you behave, and how you treat others. Are you competent? Organized? Do you follow-up? Are you among the best in your profession? Endeavor to earn and maintain respect through steady disciplined practices. -Be admirable in all you are as a person- not just who you are at work. Clients establish long-term devotion to people with whom they are proud to associate. Are you living a life worthy of other’s respect? How do you spend free time? Family events? Charity work? Relationships migrate to a deeper level when outside interests and causes are shared and intersect. -Be honest and forthcoming. Always. If a problem arises, catch it early. Communicate the details to a client or customer- and have a solution ready. Apologize when neces...continued on page 5

Multifamily NW

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Form of the Month

M041 OR Notice of Tampering with Alarm/ Detector

This form was created to specifically to communicate tenant non-compliance regarding Smoke or Carbon Monoxide Alarms/Detectors. When tenants sign the Smoke/Carbon Monoxide Addendum they agree and acknowledge their responsibility to regularly test alarms, replace batteries when needed and to inform the landlord immediately in writing with any malfunction. Tampering, disarming, or removing batteries are subject to a $250 fine per alarm, per occurrence. This statutory set fine is meant to be a deterrent from tampering and to emphasize safety dangers and liability risks of noncompliance.

OREGON

NOTICE OF TAMPERING WITH ALARM / DETECTOR DATE __________________________________________ PROPERTY NAME / NUMBER ___________________________________________________________________________________________________________________________________________________________________ RESIDENT NAME(S) ___________________________________________________________________________

___________________________________________________________________________

UNIT NUMBER ___________________________________ STREET ADDRESS ___________________________________________________________________________________________________________________________________________________________________________ CITY ___________________________________________________________________________________________________________________________________________________ STATE ___________________________________ ZIP _____________________________________________________________

WARNING: Your Rental Agreement, the rental rules and regulations, and the landlord-tenant laws require all residents to follow basic rules to protect the safety of all residents, prevent damage to property and retain a quality rental community. It has come to our attention that you have removed or tampered with one or more properly functioning smoke alarm(s), smoke detector(s) or carbon monoxide detector(s). Date & time of discovery of removal/tampering:__________________________________________________________________________________________________________________________________________________________________________ Location of removal/tampering:____________________________________________________________________________________________________________________________________________________________________________________________________________ Describe removal/tampering:_________________________________________________________________________________________________________________________________________________________________________________________________________________ _______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

_______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

Total number of alarm(s)/detector(s) that you removed or tampered with:__________________________________________ You must pay a noncompliance fee of $__________________________________________ per alarm/detector (not to exceed $250.00). The total fee for the above listed noncompliance(s) is $__________________________________________. Payment is due immediately. Make payment to Owner/Agent. This notice was served on the date set forth above (check which applies): c Personally on the Resident at

________________________________

TIME (am / pm)

c If the written Rental Agreement allows, posted on the main entrance to the dwelling unit and mailed first class mail c Mailed first class mail only You are required to discontinue the conduct listed above. Failure to pay any noncompliance fee, or any reoccurrence of the noncompliance listed above, may result in termination of your tenancy.

roperty management professionals operate within an industry based upon the delivery of sound and consistent customer service. We believe that when most effective, good customer service results in profitability and client retention. As such, we are constantly striving to deliver top-level customer service through our systems and practices. Ultimately we trust that this will lead to customer satisfaction. But is customer satisfaction enough to propagate long-term business growth and sustainability? Recent studies indicate that satisfaction alone will not lead to the ultimate goal: customer loyalty. So we have customer satisfaction on one side of the coin and customer loyalty on the other. What is the difference between these two concepts? Both relate to customer service but they are VERY DIFFERENT. Despite differences, the two are interdependent. Both relate to customer retention and both are driven by customer

X OWNER/AGENT ____________________________________________________________________________________________________________________

THANK YOU FOR YOUR COOPERATION

ADDRESS

____________________________________________________________________________________________________________________

TELEPHONE

____________________________________________________________________________________________________________________

ON SITE

RESIDENT

MAIN OFFICE (IF REQUIRED)

Rental Housing Journal Valley • March 2015

RENTAL HOUSING JOURNAL VALLEY

Seeking Customer Loyalty ...continued from page 4 sary. Business practices move quickly and are subject to both visible and unforeseen events. Anticipate it. Deception or dishonesty will only lead to suspicion and destroy trust. Avoid short cuts. Make smart decisions. Honesty in business dealings will earn you respect, devoted clients….and loyalty. -Maintain the relationship even after the business relationship ends. Even after a contract or service agreement ends (assuming upon good terms) stay in touch and communicate with the customer. Although your services may not be required now, let them know you are always available when needed in the future. Do not allow the relationship to disintegrate simply because the “business benefit” has disappeared. This a valuable time to show a client your

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devotion goes beyond just seeking remuneration for services. This demonstrates commitment and a willingness to be ready for service when needed down the road. In summary, good relationships with clients that are built upon a foundation of trust will help you weather the ups-and-downs of business cycles and minimize conflicts when problems arise. Such relationships are catalysts in a well-rounded life and successful career. Remain faithful to your principles, don’t compromise by seeking short cuts, heed your moral compass, and you will be rewarded with happy customers who are not only satisfied… they are loyal.

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Rental Housing Journal Valley • March 2015

RENTAL HOUSING JOURNAL VALLEY

T Ask

ident problems and maintenance ratio for the week. After all, the emergencies. I would advise you to weekends are typically the busiest put your concerns in writing; in a days for apartment hunting. Are positive manner; and share them your part-timers and weekend floatwith the manager and/or property ers fixing to “fumble the ball” or have they supervisor. For those of you who actively employ “floaters” or who been set up to “score rentals?” share employees between properties, If you are interested in leasing I would recommend leaving detailed notes on a weekly basis to recap training or have a question or conwhat has happened in their absence. cern that you would like to see Of course whenever possible, these addressed, please reach out to me via employees should be included in e-mail. Otherwise, please contact staff meetings and receive copies of Jancyn for your employee evaluation correspondence which will keep needs: www.jancyn.com Q: I was hired to be a “floater” at them up to date on the happenings several different properties. While I love at each of the communities where the variety, I really don’t feel like I am an they work. How do you make sure that the important part of the staff at any of the places where I work. I am not always same quality of service being prokept current on apartment availability or vided Monday through Friday carthe status of different problems that ries over on the weekend? What come up. When I ask questions to try to happens when a manager or leasing consultant goes on vacation or gets APT. NEWS keep myself informed, many times I am VALLEY, METRO, ARIZONA told: “Don’t worry about it. You’re only sick, and someone from another here on the weekends.” I feel frustrated, community fills in? Do you have an established way to communicate but don’t know what I can do. what is rent ready, as well as any A: It sounds to me like you are pending resident issues? It’s hard to on a team that has not filled you in function as a team if all the players are not “well-equipped.” Ultimately, on the gameFeb, plan! Apr, This is veryAug, Jun, Oct, Dec unfortunate, especially in a business the ability to communicate effectivewhere there can be moment by ly with part-time or weekend staff moment changes, due to rentals, res- could make or break your leasing any apartment communities have staff changes on the weekends. Some property management companies use part-time leasing consultants or “floaters” to fill in on the weekends or to work back and forth between two or more communities. This can be a great partnership and help keep payroll expenses down OR it can cost rentals at your community. It all depends on quality communication, as the following question will attest:

ASK THE SECRET SHOPPER Provided by: Joyce (Kirby) Bica Former owner of Shoptalk Service Evaluations Consultant to Jancyn Evaluation Shops Phone: 425-424-8870 E-mail: shptalk2@gmail.com Copyright Joyce (Kirby) Bica

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To advertise in Rental Housing Journal VALLEY call 503-221-1260.

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Send for your FREE subscription to Professional Publishing, Inc., PO Box 6244 Beaverton, OR 97007 • (503) 221-1260 • fax (503) 221-1545 Rental Housing Journal Valley • March 2015

RENTAL HOUSING JOURNAL VALLEY

Water Heater ..continued from front page OLD STANDARD

DIFFERENCE

NEW STANDARD

Product

Volume

Product

Volume

Gas-fired

20-55 gallon

.67

Gas-fired

20-55 gallon

.675

.005

Gas-fired

55-100 gallon

.67

Gas-fired

55-100 gallon

.8012

.1312

Oil-fired

0-50 gallon

.59

Oil-fired

0-50 gallon

.68

.09

Electric

20-55 gallon

.97

Electric

20-55 gallon

.960

-.01

.97

Electric

55-120 gallon

2.057

1.087

20-100 gallon

.93

Electric

55-120 gallon

Tabletop

20-100 gallon

.93

Tabletop

Instant Gas

0-2 gallon

.62

Instant Gas

0-2 gallon

.82

.20

Instant Electric

0-2 gallon

.93

Instant Electric

0-2 gallon

.93

Manufacturers can employ new technologies such as heat pumps, which help reduce energy use by 50%, to upgrade electric water heaters. Condensing technologies can reduce energy use in gas storage containers by 25%. The low-tech solution, adding more insulation, may cause more complications. While adding 1 inch of insulation would increase EF by .05, it would

also broaden the heater by 2 inches in diameter. Knowing that water heater installations in multi-family structures are space defined, manufacturers may also reduce tank capacities to allow NAECAcompliant units to fit in predetermined spaces, as the floor plans and common plumbing designs typically found in multifamily units will prevent relocation of the water heater.

What will this cost property owners? Since manufacturers have yet to release the new heaters, the only certainty for the owners of properties with large-volume gas or electric heaters is that those manufactured after April 16th will save money in operating costs. However, the improved technologies are likely to come with a higher price tag, as any new technology improvement usu-

ally does. Following the last major efficiency upgrade in 2004, prices for the new standard equipment increased 8-12%. The DOE estimated the following cost implications for the 2015 standards:

Product

Average Cost

Cost Increase

Cost Savings*

Payback Period

Gas-fired

.62 (40 gal)

$1,072

$92

2 years

Gas-fired

.76 (56 gal)

$1,261

$805

$77

9.8 years

Electric

.95 (50 gal)

$554

$140

$10

6.9 years

Electric

2.0 (56 gal)

$729

$974

$626

6 years

Oil-fired

.62 (32 gal)

$1,974

$67

$295

.5 years

Instant Gas

.82 (0 gal)

$1,779

$601

14.8 years

The cost savings refer to the costs of owning and operating the product after considering both the increased installed price and the lifetime operating costs. Maintenance costs may also increase due to the complex design

Rental Housing Journal Valley â&#x20AC;˘ March 2015

of the new technology and the integration of electronics, blowers, fans, condensers, etc. Anyone who services water heaters may also struggle with a learning curve.

Considerations Residential property owners need to review their options carefully when replacing a large volume water heater in the near future. Donâ&#x20AC;&#x2122;t wait until the heater fails to plan for its successor. Being aware of the condi-

tions of the current heater, including its footprint, both physical and carbon, can save property owners headaches and money down the road.

RENTAL HOUSING JOURNAL VALLEY RENTAL HOUSING JOURNAL METRO

IT’S SMARTBUSINESS BUSINESS IT’SJUST JUST SMART IT’S JUST SMART BUSINESS IT’S JUST SMART BUSINESS IT’S JUST SMART BUSINESS

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We’ll We’ll save save over over $12,000 $12,000 in in energy energy bills bills each each year year because because we we upgraded upgraded to to energy-ef energy-efcient cient We’ll exhaust save over $12,000 in energy bills each year because we upgraded to energy-ef cient fans. Plus, Energy Trust Oregon gave us in cash just exhaust fans. Energy Trust of of Oregon us $19,000 $19,000 cash incentives incentives just for forcient We’ll save overPlus, $12,000 in energy bills each gave year because weinupgraded to energy-ef upgrading. Our  ofTrust energy savings, combined Energy Trust cash incentives, exhaust fans. Plus, Energy ofOregon Oregon gave uswith $19,000 cash incentives upgrading. OurPlus, rst-year rst-year energy savings, combined with Energy Trust incentives, exhaust fans. Energy Trust of us $19,000 cashin incentives just forcientjust for We’ll save over $12,000 in of energy bills each gave year because wein upgraded tocash energy-ef paid forOur our project costs. paid our project costs. upgrading. Plus, rst-year energy savings, combined with Energy Trust cash upgrading. Our rst-year of energy savings, combined with Energy Trust incentives, exhaust fans. Energy Trust of Oregon us $19,000 cash incentives just for We’llfor save over $12,000 inof energy bills each gave year because wein upgraded tocash energy-ef cient incentives, Jeff Hart, senior maintenance specialist paid for our project costs.ofTrust upgrading. Our rst-year energy savings,gave combined within Energy Trust cashjust incentives, paid for our project costs. exhaust fans. Plus, Energy of Oregon us $19,000 cash incentives for Jeff Hart, senior maintenance specialist

”” ””

College Northwest Oregon College Housing Northwest Portland, paid forHousing our project costs.••ofPortland, upgrading. Our rst-year energy Oregon savings, combined with Energy Trust cash incentives, Jeff Hart, senior maintenance specialist Jeff Hart, senior maintenance specialist College Northwest Oregon paid forHousing our project costs.• Portland, Jeff Hart, senior maintenance specialist College Housing Northwest • Portland, Oregon College Northwest • Portland, Jeff Hart,Housing senior maintenance specialistOregon

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