The
San Antonio Apartment Association Magazine
July/August 2012
In this issue...
• Talk Isn’t Cheap...It’s Priceless • Spring Mixer Photos • Basic Pool Safety for Kids • 100 Club Luncheon Photos • Beat the Heat...Summer Safety Tips! • Red Cross Recap • Safety First for Summer Fun • An Analysis of Tenants Rights and Your Duties to Respond
This paper contains 10% post-consumer waste
G N I M UPCO RS! A N I M SE
LEAS BOOT ING CAMP July 10
IP H S ER
D LEA July 23
ER M O T CUS ICE SERV 17 July
TAKE ME TO YOUR LEADER August 2
ME N I R C IO T N VE t 7 E R P us g u A
Call Je n
210.69
nifer at
2.7797
or e jennife mail her at r@saa aonl for info ine.org !
SHOW THE M ME ONEY ! Augu st 14
2 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
! M A L S 27-31 CAAM ugust
July 4 6 10 10 11 11 12 12 13 17 18 19 24 25 25-27
SAAA Offices closed for Independence Holiday Government Affairs Meeting SAAA Leasing Bootcamp SAAA PSC Meeting Chuy’s Executive Committee Meeting SAAA Board of Directors Meeting SAAA Programs Committee Meeting SAAA Community Relations Meeting Perico’s Outreach Committee Meeting SAAA Customer Service Seminar SAAA Education Committee Meeting SAAA Bowling Tournament Bandera Bowl CAM Class SAAA Leadership Seminar SAAA TAA Board Meeting Galveston
8:30 a.m. 9:00 a.m. 3:30 p.m. 1:30 p.m. 3:30 p.m. 9:00 a.m. 4:00 p.m. 9:00 a.m. 9:00 a.m. 9:00 a.m. 6:00 p.m. 8:00 a.m. 9:00 a.m.
August 2 7 7 8 8 9 9 10 14 15 17 17 17 21 22 27-31
Take Me To Your Leader Seminar Crime Prevention Seminar PSC Meeting Executive Committee Meeting Board of Directors Meeting Programs Committee Meeting Community Relations Meeting Outreach Committee Meeting Show Me the Money Seminar Education Committee Meeting Government Affairs Meeting IRO Committee Meeting IRO Luncheon Certified Freon Recovery Certified Freon Recovery CAMSLAM
SAAA SAAA SAAA SAAA SAAA SAAA Perico’s SAAA SAAA SAAA SAAA SAAA SAAA SAAA SAAA SAAA
9:00 a.m. 9:00 a.m. 9:00 a.m. 1:30 p.m. 3:30 p.m. 9:00 a.m. 4:00 p.m. 9:00 a.m. 9:00 a.m. 9:00 a.m. 8:30 a.m. 10:30 a.m. 12:00 p.m. 8:00 a.m.-5:00 p.m. 8:00 a.m.-12:00 p.m. 8:00 a.m.-5:00 p.m.
The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 3
tableofcontents in this issue...
2 Upcoming Seminar Dates
6 Bowling Tournament Information
7 Letter from the President
11 Talk Isn’t Cheap...It’s Priceless!
12-13 Spring Mixer Photos
17 Basic Pool Safety for Kids
20 100 Club Luncheon Photos
21 Beat the Heat...Summer Safety Tips!
22-23 New Members
25 Red Cross Totals
27 Safety First for Summer Fun
28 PAC Golf Tournament Information
29 Annual Expo Information
31-35 Legal Update
SAAA Staff Executive Director Jeff Robinson jeff@saaaonline.org Director of Communications Kimberly Pipes kimberly@saaaonline.org Director of Education Jennifer Feeler jennifer@saaaonline.org Director of Finance & Operations Becki Perez-Clark becki@saaaonline.org Director of Government Relations Teri Bilby teri@saaaonline.org Director of Member Services Darlene Willis darlene@saaaonline.org Director of Programs/Events Cheryl Hood cheryl@saaaonline.org Executive Assistant Debbie Humes-Maldonado debbie@saaaonline.org
36-38 Independent Rental Owners
39 Government Affairs Update
41 Market Information
42 TAA Update
43 NAA Update
Legal Counsel David Fritsche 210.227.2726 david@lawordf.com
44-45 Classifieds
46 Index of Advertisers
Mission Statement The San Antonio Apartment Association offers the support and the opportunity for owners, managers and suppliers of the rental housing industry to relate, exchange ideas and experiences, and establish high standards. The Association serves as a professional, unified voice to express common issues affecting our industry and community at the local, state and national level. The Association maximizes resources to provide our members with benefits such as: access to quality educational programs, information through research and legislative involvement, and the enhancement and growth of professionalism within our industry while serving the community. Counties Served: Atascosa, Bandera, Bexar, Comal, Dimmitt, Edwards, Frio, Gonzales, Guadalupe, Karnes, Kendall, Kerr, Kinney, LaSalle, Maverick, McMullen, Medina, Real, Uvalde, Wilson, and Zavala
San Antonio Apartment Association 7525 Babcock Road San Antonio, TX 78249 210.692.7797 •877.306.4108 Fax 210.692.7277 • 877.316.1984 www.saaaonline.org
“The Residence” Magazine is published bi-monthly by the San Antonio Apartment Association, Inc. Circulated free to members. Entire contents are the © Copyright 2012 of the San Antonio Apartment Association, Inc., all rights reserved. The San Antonio Apartment Association, Inc., expressly reserves the right, in its sole discretion, to reject advertising which may subject the San Antonio Apartment Association, Inc., to liability under statutory or common law. Contributed material does not necessarily reflect the views and opinions of the San Antonio Apartment Association. Printed at Shweiki Media on FSC Certified Paper (www.fscus.org/paper).
This paper contains 10% post-consumer waste 4 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
PAST PRESIDENTS Mark Hurley - Highland Commercial Properties Donna Schmidt, CPM - Fogelman Management Group
boardofdirectors
OWNER DIRECTORS Celine Williams - Alpha-Barnes Real Estate Steve Ross - Bob Ross Realty Debbie Wiatrek - Capstone Real Estate Services Juan Carlos Suarez - Domit Management Julie Agne-Highsmith - Embrey Management Services Ryan Wilson - Franklin Development Properties Cheree Allee - Greystar Real Estate Partners Jody Marquez - Implicity Management Amber Edwards - Resource Residential
ASSOCIATE DIRECTORS Delfina Aguilar - Appliance Warehouse April Chapman, CAS - The Liberty Group Scott Milgrom - Signs Now Mary Tranchell - Vamvoras Plumbing
PRESIDENT Kelley Liserio, NCP HomeSpring Residential Services 210-682-1500
PRESIDENT-ELECT Renetta Quintana NRP Group 210-487-7878
LIFETIME BOARD MEMBERS Barbara MacManus, CAM, CAPS, CPM, Mac Real Estate Bob Ross, Bob Ross Realty (Dec.)
PRODUCT SERVICE COUNCIL BOARD
VICE PRESIDENT David Walker Gratr Landscapes 210-764-7773
President - Matt Lusk - Impact Floors President-Elect - Delfina Aguilar - Appliance Warehouse Vice President - Scott Milgrom - Signs Now Secretary - Mary Tranchell - Vamvoras Plumbing
MEMBERS AT LARGE Liz Johnson - Alamo City Recovery Joe Anthony Guerrero - Bexar Towing Nicole Plummer - CORT April Chapman, CAS - The Liberty Group Tiffany Koch - Lone Star Carpet Cathy McCoy - Time Warner Cable Past President - Nancy Payne, CAS - ForRent Media Solutions
___________________________________________________ TEXAS APARTMENT ASSOCIATION President - Scott Wilder, CPM Vice President at Large - Mark Hurley Delegates - Mark Hurley; Kelley Liserio, NCP; Matt Lusk Allyson McKay, CPM; Renetta Quintana; Mike Rust; Donna Schmidt, CPM Alternates - Delfina Aguilar; Nancy Payne, CAS; Marc Ross; Steve Ross , Cheree Allee
___________________________________________________ NATIONAL APARTMENT ASSOCIATION Chairman - Jerry Wilkinson, CAPS, CCIM Regional Vice President - Mike Clark Delegates - Mark Hurley; Kelley Liserio, NCP; Renetta Quintana; Steve Ross; Donna Schmidt, CPM Alternates - Allyson McKay; Jeff Robinson; Marc Ross; Mike Rust
TREASURER Mike Rust, CAPS Shelter Corporation 210-767-8104
SECRETARY Allyson McKay, CPM Lincoln Property Company 210-499-0314
PSC PRESIDENT Matt Lusk Impact Floors 210-249-0300
The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 5
THURSDAY, JULY 19 - 6:00 P.M.
Come spend the evening with friends! Sign up to be a spectator! Contact cheryl@saaaonline.org for information.
Raffle tickets to benefit the 100 Club of San Antonio will be available for purchase at the tournament. Contact jeff@saaaonline.org for more information.
6 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
Kelley Liserio HomeSpring Residential Services
president’smessage
Summer is here and it’s ! B
ut it’s not only the weather that is ;, the SAAA has HOT events and information to share. If you haven’t yet accepted my challenge to get involved, it’s not too late. We are only midway through the year and there is plenty going on. Get involved. Participate. Join other SAAA members for a fun night of bowling and supporting the 100 Club. Get out and golf by registering a team (or a few) for the David Guin Memorial PAC Golf Tournament. You are guaranteed a good time while contributing PAC dollars. Get down to business by exhibiting or attending the SAAA Business Expo and Tradeshow in September. Registration for all of these HOT events is open now.
of keeping you informed via the Government Affairs department and our legal counsel, David Fritsche. Don’t put this issue down until you have read their articles on pages 31-35 and 39, respectively. Because the SAAA is so committed to protecting and growing our industry responsibly, I encourage every member to consider becoming a member of the Future of the Industry Fund, which raises PAC dollars that help our political voice be heard.
To help all members stay involved and stay informed, your 2012 Board of Directors approved the addition of a HOT new SAAA website. The idea is to help make your participation with SAAA easier. New feaNew members, this is a great opportunity to get in- tures will include online registration for education and volved! In June the SAAA concluded the spring mem- events, online payments, more content and information bership drive. Thank you to all of our members who got at your fingertips, an online membership directory, an competitive and recruited new members to add value online version of Residence magazine and an online to our association. In addition, I’d like to say welcome to membership application. We hope these new additions all of our new members. I had the opportunity to meet will make everyone’s experience enjoyable and easy. some of you at the Spring Mixer. If you didn’t make that event, see the fun time we had on pages 12-13. Everything mentioned here would not be possible without great volunteers and a wonderful SAAA staff. Don’t Speaking of getting involved, this is also the HOTforget to pass along your gratitude to those involved. -TEST time to make your voice heard. Hopefully you I look forward to seeing all of you at the next event. had a chance to vote in the last election. I encourage Have a great summer! all of you to stay abreast of all legislative issues affecting our industry. The SAAA does an outstanding job
Kelley
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210-325-7155 apartments.com 210-648-0799 alamocityrecovery.com 210-499-5998 • apartmentguide.com
210.348.0346 • bgstaffing.com
210-590-6200 bexartowing.net
210-615-8264 cort.com
210-697-9200 coinmachcorp.com
210-377-3116 forrent.com
281-261-6334 dixiecarpet.com 8 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
210-764-7773 gratrlandscapes.com
800-431-3000 hdsupply.com
210-525-7966 thelibertygroup.com
512-836-9311 lonestarcarpets.com
210-389-9216 impactfloors.com
210-212-4444 rasafloors.com
210-520-6699 signsnowsa.com 210-257-0000 redicarpet.com 210-582-9586 twc-sa.com
210-341-2004 vamvorasplumbing.com
210-734-0000 worldwidepest.com The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 9
10 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
Talk Isn’t Cheap...
It’s Priceless!
“What’s Your Customer Service KRI rating?”
laundry” and voice their opinions” about literally everything. And social media websites have opened a whole new venue to let people know, “the good, the bad, and the ugly” and unfortunately, most times it is about the “ugly or negative aspects” of their experiences that people look for most! Have you seen what people are talking about on FaceBook, MySpace, or Twitter?! Can you imagine someone talking about you and your property?
Wikipedia defines customer service as “the provision of service to customers before, during, and after a purchase. Therefore customer service is, a series of activities designed to enhance the level of customer satisfaction, that a product or service has met that cus- There are many ways of measuring our customer’s expectation.” tomer’s satisfaction through surveys, phone Its importance varies by product, industry and customer; defective or broken products can just be exchanged, often only with a receipt within a certain amount of time. Retail stores often have a desk or counter devoted to dealing with returns, exchanges and complaint issues. But how about what the customer feels? We are no longer in a “local” world, where our words and actions are only seen or heard by just the people in our “little neck of the woods”. Hundreds of web sites are out there for the customer to “air their dirty
calls, or in person conversations when we see them. But to ensure that we have focused our attention on the right areas, we can measure our efforts by utilizing and evaluating certain “Key Result Indicators” or KRIs to evaluate our efforts. These KRIs are paramount to any successful business today, but never more important than with today’s economy, ever increasing competition and our customer‘s expectation, which continue to grow and change as lifestyles change. KRIs have a direct impact on the bottom line of our cash flow and growth of our business and unlike many
other businesses, many times the money lost in our business is literally money lost out of our own pockets! Although there can be numerous, meaningful KRIs, the challenge is to select a few of the most influential areas which reflect your specific strategy of what you need to know in order to run your property successfully and profitably. The focus must then be on those KRIs, which will deliver the most value to your business and done in such a way that you and /or your staff sincerely believe that they can make a difference with this effort. One of the most important aspects of a customer service KRI is that of what is often referred to as the “Feel Good Factor”. Basically the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations. When products, price, and service are basically the same, today’s customer is focused more on “how they are treated” and “what was their experience” with those whom they meet either on the phone or in person. continued on page 14
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can be swayed by these catch phrases by fulfilling their monetary needs. But what about the “real value” of their apartment home?
The roadmaps for our customer’s experience are the KRI s as follows: BEFORE The Sale: • Watch your competition and observe what they are focusing on: • Understand what your competition is doing so you may be prepared to answer what your prospective customer might ask. Anticipate those challenges and build the solutions in • Examine your competitors’ “catch phrases” such as “$99 Moves You In!”, or “No Deposit Required! ” Remember your customer
So what’s your slogan or catch phrase? What do you want your customer to remember about your property? How will your customer benefit and feel about choosing your company or property over your competition?
“Your Customers Don’t Care How Much You Know, until They Know, How Much You Care!”
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DURING The Sale: • Treat customers as if YOU were the customer! That first impression is a powerful indicator of just how professional you, your staff, and your business are. People perform best and deliver the best customer service, when they like what they do. Trust is a big part of the sale. • Knowledge of all aspects of your business products and services adds value to your customer’s decision to rent with you. Verifying your customers concerns of … Fair & Comparable Pricing: Compared to other communities Perceptional Value: Getting their monies worth for the product and services Product Quality: A place they feel comfortable and environment is “homey” User Friendly: Systems of accessibility such as resident portals, for rent payments and service requests, etc .
Would I Refer To My Friends?: Is their experience worth telling others? Meets My Expectations?: Not overpaying for my current housing needs
Let’s look at it from the customer’s point of view by asking the following questions…. True or False? 1. The first step toward improving your current level of service quality is to find out where the problems are. TRUE. How can you improve on something you really don’t know the “true answer”? It’s like the old adage; “You can’t fix it if you don’t know it’s broken”. This is why we should be asking the customer every time we see them “How is everything going in your apartment home? Is everything working properly??
Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with our customers, it can show in our lack of care. Two of the most important parts of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them, not at them. And then of course smiling is just more inviting than the “deer in the headlights” look of …. “Well I don’t know what to tell you…”. AFTER The Sale: Nothing surprises your customer more than someone going the extra mile to help them. Always look for ways to serve your customer more than they expected.
2. When it comes to your on site staff, knowledge is more important than customer service skills. FALSE. Although knowledge is VERY important when selling apartment homes in the first place, maintaining the customer’s trust and keeping a good “relationship” with sincere, caring customer service skills wins out in the long run. 3. Most customers don’t care about your staff’s appearance; they just want their problems solved. FALSE. The psychological perspective a customer has begins with how they “perceive” the staff’s ability to do their job well. Dressing professionally enhances that confidence and respect level a customer has with the staff as a professional, which in turn affects their “trust” level in that staff member. Some companies have decided “career apparel” gives them
that professional edge. Proactively soliciting for your customer’s input, having good communication systems in place, quick response times to the customers’ problems, sincerity, patience, appreciation of diversity, and understanding, from everyone who serves your customer, all affect you KRI rating. So remember to give every customer your very best every time! You just never know who that next person might be; it just might be YOUR Undercover Boss and how would that experience play out on national television tonight?
ACKNOWLEDGEMENT: “Jackie Ramstedt, CAPS, CAM, CAS, is a nationally renowned Motivational Keynote Speaker, Marketing Consultant, and Performance Coach, who has more than 27 years experience in the real estate industry throughout the United States and Canada. For information on how Jackie can help with your seminar, training, consulting or Keynote speaking needs, please contact her offices at 800-925-5169, e-mail Jackie@jackieramstedt.com. or visit her website www.jackieramstedt.com.
Thank you note, follow up emails, coupons for dinner or movie, gas gift cards…all these are “unexpected pleasant surprises” that make a difference in that all powerful “exceeding the customer expectation”. In doing so it helps them to know that you do care and it will leave them with the “Feel Good Feeling” that we are searching for. Small opportunities are often the beginning of great enterprises “Your Customers Don’t Care How Much You Know, until they Know, How Much You Care!” The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 15
Correction:
The correct 1st Place winner for Desserts at the 2012 Cook-Off was Shelter Corporation!
We apologize for the misprint in the May/June issue of The RESIDENCE Magazine.
16 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
Basic
POOL SAFETY For Kids
When summer comes kids love to dig out
their swimsuits and head for the pool. Afternoons of swimming and splashing can be lots of fun but pool time fun can also result in ac-
young children need constant supervision. Don’t rely on the watchful eye of a lifeguard, either. In a crowded pool of splashing, boisterous children, it’s difficult for a lifeguard to monitor each child. Children can drown in a matter of minutes. Also, enforce rules about horseplay and never use floatation devices as a substitute for supervision.
when a door leading to the pool is unexpectedly opened. Water disturbance alarms can detect when a child has fallen into the pool. Parents may also choose to invest in wristband alarms that signal a remote receiver if a child falls in the pool and gets the wristband wet. Remember, however, alarms are no substitute for proper supervision.
2. CONSIDER SAFETY DEVICES Almost 80 percent of drowning and neardrowning incidents occur at home, according to the CPSC. If you own a pool, there are safety devices you can use to help protect your family. A fence should be your first line of defense. According to the American Academy of Pediatrics, most children who drown in pools wander out of the house and fall into
3. RELY ON YOUR SENSES High-tech gizmos may help safeguard your children around water but don’t forget about old-fashioned common sense. Consider these tips before your kids head for the water. • Keep lifesaving equipment such as a shepherd’s pole, life preserver and rope in the pool area. • Keep a phone by the pool in case of emergency, and so you don’t need to leave the pool area. A child can drown in the time it takes to answer the phone • Enroll your child in swimming lessons. • Make sure that you and anyone who watches your children knows CPR. Here are some additional tips to help keep your kids safe around your pool: 1. Regularly check that the gate latches securely and that spring mechanisms work properly. Regularly oil the hinges and latches. 2. Don’t allow children to play in the pool area. Remove all toys, tricycles - anything a child might want to get - from the vicinity.
cidents. According to the Consumer Product Safety Commission (CPSC), each year nearly 350 children under the age of 5 drown in swimming pools. Another 2,600 are treated in emergency rooms for near-drowning incidents. So knowing how to protect your children and have them keep themselves safe when around water is a big help. Use these great tips I teach in my Keeping Kids Safe classes for basic family and pool safety year round: 1. PUT SUPERVISION FIRST Kids should never be left unattended around water. Whether you’re at the lake, in your backyard pool, or at the neighborhood pool,
the pool. When choosing a fence, make sure it’s at least five feet high with a self-closing, self-latching gate. A motorized pool cover may also be used, but should not replace a fence. The cover should withstand the weight of two adults and a child in case someone falls onto the cover and needs to be rescued. Because a child can drown in only a few inches of water, make sure that the cover is tight enough to prevent standing water. Never use a pool with its pool cover partially in place, because a child could become trapped underneath. Pool owners may also consider alarms to alert them when a child has entered the pool area or fallen in the water. Door alarms can warn
3. Post CPR instructions and the 911 emergency number in the pool area. 4. Keep lifesaving equipment, such as a pole, life preserver and rope - in the pool area. Hang them from the fence so people won’t trip on them. 5. Have a phone handy to the pool area. Do not answer the phone while your children are in the pool; use the phone only to call 911 should a problem occur. Source: http://www.articlecircle.com About the Author: Joyce Jackson is an expert in the field of child safety and stranger danger protection with 30 years experience in Keeping Kids Safe. For the latest book and information see http://www.keepingkidssafetoday.com Keeping Kids Safe
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Mission Statement
The Mission of Implicity is to provide excellent service to our Clients, our Residents and our Employees. We will achieve this through: • Being a results-driven company • Providing a safe and secure environment for our Residents to live • Focus on Employee growth and happiness by providing continuing education, recognition and a true interest in our employees’ well being • Focus on Cash Flow and Asset Value for our Clients • Providing valuable market research to our current and future clients to help in the decision-making process for acquisition and disposition of assets
Services
Implicity Advantages
Property Management Due Diligence Surveys Construction Management Real Estate Consulting Services
Team Integrity Transparency And Accountability Expertise Dedication
Contact Us:
Implicity Management Company 8603 N. New Braunfels Suite 101 San Antonio, Texas 78217 Ph: 210.829.7770 Fax: 210.829.7772 www.implicitymanagement.com 18 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
We’ll begin working on the
2013 Directory in September so be watching for instructions on how to renew your current advertising, place new advertising and review your information for corrections in next year’s book!
Many thanks to all who support the SAAA Directory!
The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 19
Thanks to everyone who attended and helped serve at the 2012 100 Club Luncheon! Your help was very appreciated and we look forward to serving this organization again next year! Great Teamwork!
For All of Your Asphalt Needs, All Roads Lead to Ramming
u Asphalt Paving u Asphalt Patching & Repairs u Seal Coating u Crack Seal u Striping u Concrete Patch & Repairs u ADA Compliance 20 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
105 Nell Deane Blvd Schertz, TX 78154
210.531.0200
Beat The Heat...
Summer Safety Tips!
As summer approaches and we brace for those hot summer days,
remember that when temperatures rise above 90 degrees, everyone is at risk. Heat exhaustion, dehydration, heat stroke and heat cramps can result if proper steps aren’t taken to deal with the heat. Here are some basic summer safety tips from the Red Cross: Dress for the Heat: Wear loose, lightweight, light-colored clothing. Light colors can reflect some of the heat and sunlight and help you maintain a normal body temperature. Cover as much skin as possible to avoid sunburn and over-warming effects of sunlight on your body. Wear a wide-brimmed hat to help keep direct sunlight off your face. Avoid direct sun exposure: Keep in shaded areas whenever possible. Avoid prolonged sun exposure during the hottest part of the day. Use umbrellas to help shield the sun’s rays. Keep a form of shade shelter in your car such as a tube tent for emergencies. Drink water: Drink continuously even if you don’t feel thirsty! Carry water with you. Avoid alcohol and caffeine, which dehydrate the body. Avoid using salt tablets unless directed to do so by a physician. Eat small meals and eat more often. Avoid high-protein foods, which increase metabolic heat. Avoid strenuous activity: If you must do strenuous activity, do it during the coolest part of the day, which is usually in the morning between 4 and 7 a.m. Stay indoors when possible: If air-conditioning is not available, stay on the lowest floor out of the sunshine. Remember that electric fans do not cool, they simply circulate the air. Help Others: Check on your neighbors. The elderly and others may not do so well in the heat as you do. Take care of your pets/animals. Make sure they have shelter from the heat, food, plenty of water as well. Learn Red Cross first aid and CPR These are just some basic tips see the Red Cross for even more details. The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 21
newmembers
Welcome! OWNERS/MANAGEMENT 316 Homes, LLC Donna Krumel 316 Paradise Hills New Braunfels, TX 78132 (281) 793-8377 Alegre Communities Arleen Garza 111 Siesta Lane Balcones Heights, TX 78201 (214) 695-9629 Alegrecommunities.com Ascension Commercial Real Estate Vanessa Landa 1925 N. Veterans Blvd Eagle Pass, TX 78852 (830) 773-9625 Hollyapts.com Jacques Christine Jacques 6539 Wagner Way San Antonio, TX 78256 (210) 244-3553 Newcombe LLC Stephen Riera 4919 Ali Ave #1 (Office) San Antonio, TX 78229 (830) 914-6207 R & R Interests, LLC Rosalie & Charles Hallenberger 2130 Pipestone San Antonio, TX 78232 (210)494-2162 Gloria Wong 4153 Commercial San Antonio, TX 78221 (210) 927-7508 Lydia Gallegos 2438 Betty Jean St. San Antonio, TX 78223 (210) 849-8463
Newman Properties Joel Newman 301 Castlewood New Braunfels, TX 78130 (830) 606-1455 ENCHANTA LLC Rey Ortega 4619 Dietrich Rd. San Antonio, TX 78219 (210) 661-4197 Seldin Company Kellie Leal 16910 Frances St. Suite 200 Omaha, NE 68130 (402) 333-7373 Seldin.com Birdy Properties LLC, CRMC Brian Birdy 601 NW Loop 410, Suite 390 San Antonio, TX 78216 (210) 524-9400 Birdy.com E6 Properties, 2 Blair T. Souffer 525 Busby San Antonio, TX 78209 (210) 828-3743 Finlay Management Kimberly Braddock 8933 Western Way Suite 14 Jacksonville, FL 32256 (904) 280-1000 Finlaymanagement.com Phyllis Ann Newman 12934 Huntsman Rd San Antonio, TX 78249 (720) 217-4563 Montecito Village Greg Ramos 227 Deerwood Dr. San Antonio, TX 78209 (210) 822-0203
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Nolan Real Estate Services Amy Siebert 24122 Sunny Meadow San Antonio, TX 78260 (210) 823-0212 Nolanrealestate.com
Clean Rite Elicia Geltman 2530 Harry Wurzbach Rd. Ste 808 San Antonio, TX 78209 (210) 389-3834
ASSOCIATE MEMBERS
CR Plumbing Carlos Ruiz 9614 Bay View Dr San Antonio, TX 78239 (210) 632-9378
Aarrow Advertising Kyle Nicely 1012 San Pedro Ave. San Antonio, TX 78212 (210) 544-5025 Alamo Hy-tech Foundation Repair Lori Gregson 3005 I H 35 New Braunfels, TX 78130 (830) 606 5505 Alamo Property Services Paul Walker 1423 Fulton Ave San Antonio, TX 78201 (210) 609-9061 All Aboard Movers Justin Contreras 638 Pilgrim San Antonio, TX 78213 (210) 320-6238 Allstate Insurance Co. Jim Boren 16845 Blanco Rd #102B San Antonio, TX 78232 (210) 492-5744 Allstateagencies.com/jimboren Big D’s Fitness Equipment Dee Anderson 16120 College Oak Suite 109 San Antonio, TX 78249 (210) 998-3489 Bigdfitness.com
Delta G Construction Services Patricia Goergen P.O. Box 1038 Castroville, TX 78009 (210) 710-0551 Drury Hotels Priscilla Cruz 91 N.E. Loop 410 San Antonio, TX 78216 (800) 241-0553 druryhotels.com Employment Management Services, LLC Javier Meza 15315 Capitol Port San Antonio, TX 78249 (210) 483-2440 ESB, Inc Scott Bailey 325 Meadowbrook San Antonio, TX 78232 (210) 269-4683 Escalante Lawn Service Luis Escalante 3011 Irwin San Antonio, TX 78222 (210) 316-5359 Gloria Gonzalez Cleaning Gloria Gonzalez 662 N. San Gabriel San Antonio, TX 78228 (210) 430-5949
2012 MEMBERSHIP DRIVE MG Painting and Remodeling Services Engelbert Madrid 467 Bery San Antonio, TX 78213 (210) 396-1468
Sams Clubs Victor Zuliani 5565 De Zavala San Antonio, TX 78249 (210) 641-4810 samsclub.com
Valco Insurance Services Inc. (Allstate) Jose Valdes 2250 Thousand Oaks #207 San Antonio, TX 78232 (210) 490-7799
One Yard To Go Matt Wyatt 9011 Tintagel San Antonio, TX 78254 (210) 389-7485
Samson’s Cleaning & Restoration Jay Farris 4980 Eisenhauer Rd. Ste 200 San Antonio, TX 78218 (888) 204-3440 samsons-restoration.com
Peace of Mind Solutions, LLC Mike Perrenoud 11703 Huebner Road Ste 106-509 San Antonio, TX 78230 (210) 865-2878 Livesanitized.com Preferred Landscape & Lighting Todd Miller 6046 Old Camp Bullis Rd San Antonio, TX 78257 (210) 482-0641 preferredlandscapetx.com Pro Defense Pest Control LLC Travis R. Ellis P.O. Box 780371 San Antonio, TX 78278 (210) 233-9462 Prodefensepestcontrol.com Ron’s Landscape and More Elicia Geltman 2530 Harry Wurzbach Rd. Ste 808 San Antonio, TX 78209 (210) 389-3834 ronslandscape.com Ruby Muza Photography Ruby Muza 15 Cavern Coral San Antonio, TX 78247 (210) 365-0067 rubymuza.com
Sparkle Enterprises Maria Navarro-Doremus P.O. Box 34653 San Antonio, TX 78265 (210) 657-5900 Texcon Multi-Family Construction Services Steve Tuzzio P.O. Box 1679 Converse, TX 78109 (210) 549-5133 The Ironwood Group Greg Hill, Todd Pirtle 275 Lotus Circle, Ste C Austin, TX 78737 (512) 298-2004 theironwoodgroup.com The Resources Concepts Services Group Gerald Williams PMB670/8235 Agora Parkway Ste 111 Selma, TX 78154 (210) 365-1859 Trus Joist Steve Hausner 5106 La Barranca, Ste 400 San Antonio, TX 78233 (210) 787-6644 weherhaeuser.com
The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 23
24 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
Congratulations
to all who participated in the 2012 American Red Cross Heroes Campaign! The SAAA community raised
$20,391.48 to benefit our local Red Cross chapter!
Our top contributors were: Diamond Management - $6,681.42 HomeSpring Residential - $6,047.22 SAAA Board of Directors with Special Thanks to Highland Commercial Properties - $4,300.00 2012 SAAA Red Cross Heroes (over $1,000 in Donations): Management Company Heroes: Diamond Management HomeSpring Residential Highland Commercial Properties Lincoln Property Company
Apartment Community Heroes: The Amberton - Diamond Management Village at Shavano, Deer Creek and Polo Club - Diamond Management Willow Bend - HomeSpring Residential Willow Creek - HomeSpring Residential Special Thanks! Apartment Finder, For Rent Media Solutions & Apartment Guide for your advertising support!
Thank you for another great year of supporting our San Antonio community! The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 25
26 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
Safety First for Summer Fun
by Lucy Gale Lashover
A
Water Safety Savvy Quiz s summer temperatures heat up, every- Summertime is a prime time for water-reone is looking for fun ways to cool down. lated injuries. Hundreds of people drown As you head to the pool, beach or lake, the each year in the US in swimming pools and American Red Cross encourages you and other bodies of water. Learn more about your family to keep safety in mind. The water safety by taking this quiz, based on most basic thing anyone can do to stay safe information from the American Red Cross in and around the water is to learn to swim. and other safety groups. Take some lessons at your local pool. There 1. If you don’t have a life jacket to fit your are swimming courses for people of any child, inflatable “water wings” will work as age and swimming ability. To enroll in a a substitute. swim course, go to www.redcross.org for the a. True nearest class location. b. False More Tips: 1. Only swim in supervised areas. 2. Obey all rules and posted signs. 3. Don’t mix alcohol and swimming. Alcohol impairs your judgment, balance, and coordination, affects your swimming and diving skills, and reduces your body’s ability to stay warm. 4. Pay attention to local weather conditions and forecasts. Stop swimming at the first indication of bad weather. 5. Always swim with a buddy; never swim alone. For more information about water safety, check out the following websites: • HomePoolEssentials.org – Home Pool Essentials: Maintenance and Safety • poolsafety.gov – Specific safety recommendations at US Consumer Product Safety Commission • healthyswimming.org – Additional water-safety information at Centers for Disease Control and Prevention • redcross.org- Additional home pool and hot tub maintenance and safety information
2. At a home pool, you can leave children unattended if it’s for less than five minutes. a. True b. False 3. Children who are in trouble in the water often make no noise. a. True b. False 4. When swimming at a lake or pond, if the water is clear, then it’s deep enough to dive in. a. True b. False 5. If you get caught in an ocean current, you should swim across it rather than against it to escape. a. True b. False Answers: 1. False. Weak swimmers and children should wear a life jacket when they are near bodies of water. Do not rely on water wings or inflatable toys. Life jackets should fit securely; they should not be loose. Make sure you choose a life jacket that is approved by the US Coast Guard.
Photo provided by American Red Cross
Safety Commission says children can drown without making a sound. 4. False. You should always check the depth of the water to see if it is adequate for diving. Water clarity has nothing to do with depth. Jumping in feet first is much safer than diving. 5. True. Swimming directly against the current will tire even the best of swimmers. You should swim parallel to the shore until you are free of the outgoing current, also called a rip tide. When swimming in the ocean you should stay within designated swimming areas, stay away from piers and pilings and make sure you have enough stamina to return to shore.
2. False. Children should never be left unattended around water. According to the CDC, most children drown in pools that have been out of sight for 5 minutes or less. Keep a portable phone or cell phone near the pool; having the phone nearby also allows you to call 911 in an emergency. 3. True. Young children usually don’t splash or make noise when they find themselves in trouble in the water. The Consumer Product The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 27
31st Annual David Guin Memorial
PAC GOLF TOURNAMENT
RSVP & pay by Frid ay, Augu st for Earl 17 y Bird Pricing of $150 p er player!
Wednesday, September 19 Silverhorn Golf Course - 1100 W. Bitters $175 PER PLAYER
Cost includes: All green fees, breakfast and lunch, all beverages on the course, prizes, giveaways and the Hole-in-One Contest! cheryl@saaaonline.org for information. 28 | July/August 2012 Contact | www.saaaonline.org | The RESIDENCE Magazine
Save the date! Thursday, September 20 New Location...Expo Hall at the Freeman...FREE Parking!
Contact cheryl@saaaonline.org for information on how to participate in the year’s biggest event! The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 29
30 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
legalupdate
David Fritsche Law Offices of R. David Fritsche
REQUESTS, NOTICES and DEMANDS: AN ANALYSIS OF A TENANT’S RIGHTS AND YOUR DUTIES TO RESPONDD
PART 1 A tenant in Texas is afforded certain rights under federal and state law to deliver requests, notices and demands to you as a landlord; some may be delivered to you orally and some must be delivered to you in writing. This is the first part of a multi-part article analyzing the tenant’s requirements and your duties to respond by the area of the law, the type of request, the form in which the request may or must be delivered and your duty to respond. 1. THE FEDERAL AND STATE FAIR HOUSING ACTS: Reasonable Accommodations Type of Request: Request for Reasonable Accommodation. Form of Request: Either oral or written; however, you may not require the request to be in writing. The request for reasonable accommodation must have a nexus, or interrelationship, between the accommodation requested and the disability of the tenant. Duty of the Landlord: Under the federal and state Fair Housing Acts, a disabled tenant may request a that you make a reasonable accommodation to amend, avoid or make an exception to a rule, policy, practice or procedure to allow the tenant to use and enjoy the premises; while you may have a company policy in place that may require the tenant to put the request in writing on a form provided by the community, you may not condition your response on the tenant providing you the request in writing -- an oral request to anyone on your staff is sufficient to trigger your duty to respond. You should deliver your initial response within seven days; you should always respond in writing and maintain a copy of your response in the tenant’s file. In certain circumstances, you may deny a request if the accommodation would cause an undue financial hardship or a fundamental change in your business practices that would create a hardship. Reasonable Modifications Type of Request: Request to allow a Reasonable Modification. Form of Request: Either oral or written; however, you may not require the request to be in writing. The request to allow a reasonable modification must have a nexus, or interrelationship, between the modification requested and the disability of the tenant. The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 31
legalupdate Duty of the Landlord: Under the federal and state Fair Housing Acts, a disabled tenant may request a that you allow the tenant make a physical modification to the premises (inside or outside the unit) to allow the tenant to use and enjoy the premises; in Section 504 and tax credit properties (you should know who you are), the landlord must make the modification. While you may have a company policy in place that may require the tenant to put the request in writing on a form provided by the community, you may not condition your response on the tenant providing you the request in writing -- an oral request to anyone on your staff is sufficient to trigger your duty to respond. You should deliver your initial response within seven days; you should always respond in writing and maintain a copy of your response in the tenant’s file. Your duty is to allow the tenant to make a reasonable modification to the premises (the plans for which you have a right to approve) at the tenant’s expense, using an independent contractor (never your employee “on” or “off” the clock), using your contractor criteria (including liability coverage and naming you as an Additional Insured) and with the contractor pulling a permit. As with requests for accommodations, modifications which would cause an undue financial hardship or a fundamental change in your business practices that would create a hardship do not have to be granted. There are exceptions: In 504 properties and tax credit properties, the owner is responsible for making the modification and paying for it, and, if your property was built for first occupancy after March 13, 1991, and the modification requested should have already been incorporated into the design because of the design and construction requirements under the Fair Housing Act, the owner should immediately make the modification at the owner’s expense. 2.
STATUTORY REQUIREMENTS UNDER THE TEXAS PROPERTY CODE. Lockouts
Type of Request: Request for a key after a lockout. Form of Request: May be either oral or written and made at any time of the day or night. Duty of the Landlord: Provide an on-site location where a new key may be obtained 24 hours a day, or, deliver a new key to the tenant within two hours of the request, TEX. PROP. CODE § 92.0081(c)(1), and you may not condition the delivery of the new key on payment of the rent. TEX. PROP. CODE § 92.016(f). If the landlord arrives at the dwelling in a timely manner in response to the tenant’s phone call and the tenant is not present to receive the key, the landlord must leave a notice on the front door of the unit stating the time the landlord arrived with the key and the street address to which the tenant may go to obtain the key during the landlord’s normal office hours. TEX. PROP. CODE § 92.016(g). Termination of Lease for Family Violence Type of Request: Notice to terminate the lease for family violence. Form of Request: If the perpetrator is not a co-tenant or occupant of the dwelling, the notice must be written, specify a date of termination of not less than thirty days and delivered with a copy of a court order of temporary injunction or a temporary protective order enjoining the perpetrator from coming around the tenant. TEX. PROP. CODE § 92.016(b) and (c). If the perpetrator is a co-tenant or occupant of the dwelling, the notice may be oral and specify immediate termination but still must be accompanied by a copy of a court order of temporary injunction or a temporary protective order enjoining the perpetrator from coming around the tenant. TEX. PROP. CODE § 92.016(b) and (c-1).
32 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
legalupdate Duty of the Landlord: If the perpetrator is not a co-tenant or occupant of the dwelling and proper notice and supporting documentation is delivered by the tenant, allow termination on the date specified with no further financial obligations accruing after the termination date. TEX. PROP. CODE § 92.016(b) and (c). If the perpetrator is a co-tenant or occupant of the dwelling and oral notice and supporting documentation is delivered by the tenant, allow immediate termination with no further financial obligations accruing after the termination date. TEX. PROP. CODE § 92.016(b) and (c-1). As long as the lease provides language substantially equivalent to the following: “Tenants may have special statutory rights to terminate the lease early in certain situations involving family violence or a military deployment or transfer” the termination does not affect the tenant’s liability for delinquent, unpaid rent or other sums owed to the landlord before the lease was terminated by the tenant. TEX. PROP. CODE § 92.016(d) and (f). Termination of Lease for Sexual Assault Type of Request: Notice to terminate the lease for sexual assault. Form of Request: If the tenant is a victim or parent or guardian of a victim of a sexual assault or sexual abuse occurring at the premises or any dwelling on the premises in the past six months, the lease may be terminated by the tenant by delivering written notice, specifying a date of termination of not less than thirty days and be delivered with documentation of the assault or abuse from a licensed health care services provider, licensed mental health services provide, an advocate for the Sexual Assault Prevention and Crisis Service, an investigator for a state or local law enforcement agency or a protective order. TEX. PROP. CODE § 92.0161(c) and (d). Duty of the Landlord: As long as the lease provides language substantially equivalent to the following: “Tenants may have special statutory rights to terminate a lease before the end of the lease term, vacate the dwelling and avoid liability under this chapter” Termination occurs the 30th day after the date the tenant provided the notice but the termination does not affect the tenant’s liability for delinquent, unpaid rent or other sums owed to the landlord before the lease was terminated by the tenant. TEX. PROP. CODE § 92.0161(d) and (e). Termination of Lease by Servicemember and Under TAA Lease ¶ 23 Type of Request: Termination of lease for a permanent change of station or deployment with a military unit for a period of 90 days or more. TEX. PROP. CODE § 92.017(b). Form of Request: Must be written and accompanied by documents reflecting that after execution of the lease, the tenant entered into the military or received military orders for a permanent change of station or to deploy with a military unit for a period of 90 days or more. TEX. PROP. CODE § 92.017(b) and (c). Duty of the Landlord: Allow the termination of the lease obligations on the 30th day after the next rental due date, TEX. PROP. CODE § 92.017(d)(1), and refund within 30 days after the termination any prepaid rent for periods after the termination date. TEX. PROP. CODE § 92.017(d)(1) and (e). As long as the lease provides language substantially equivalent to the following: The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 33
legalupdate “Tenants may have special statutory rights to terminate the lease early in certain situations involving family violence or a military deployment or transfer” the termination does not affect the tenant’s liability for delinquent, unpaid rent or other sums owed to the landlord before the lease was terminated by the tenant. TEX. PROP. CODE § 92.017(f) and (g). The TAA Lease Addendum that waives the tenant’s termination rights if the orders require a change of station within 30 miles has a limitation on the effectiveness of the waiver based on significant loss of income. TEX. PROP. CODE § 92.017(j). Notice to Repair or Remedy a Condition Affecting the Health or Safety of an Ordinary Tenant and TAA Lease ¶ 26 Type of Request: Request for a repair or remedy of a condition materially affecting the health or safety of an ordinary tenant which is not caused by the tenant, occupant or guest. TEX. PROP. CODE § 92.052(a) and (b). Form of Request: Must be written and delivered to the location where rent is paid while the tenant is not delinquent in the payment of rent. TEX. PROP. CODE § 92.052(a); TAA Lease ¶ 26 and ¶ 31. If the landlord does not repair within seven days, a second written notice must be delivered, TEX. PROP. CODE § 92.056(b), unless the first notice was delivered via certified or registered mail, in which case a second notice is not required. Duty of the Landlord: Repair or remedy the condition within seven days of the first notice if it was delivered via certified or registered mail, otherwise, within seven days of the second notice. TEX. PROP. CODE § 92.056(d). If parts, labor or materials are unavailable, an affidavit for delay may be delivered by the landlord to extend the repair period for either 15 days (parts) or 30 days (labor or materials following catastrophic natural disaster). TEX. PROP. CODE § 92.0562. Notice of Landlord’s Failure to Provide and Maintain In Good Operating Condition a Device to Supply Hot Water of a Minimum of 120 Degrees Type of Request: Same as immediately above. TEX. PROP. CODE § 92.052(a)(3)(B). Form of Request: Same as immediately above. TEX. PROP. CODE § 92.052(a) and (b). Duty of the Landlord: Same as immediately above. TEX. PROP. CODE § 92.0562. Notice for Return of Security Deposit and Accounting Type of Request: Notice of tenant’s forwarding address for the purpose of returning the security deposit. TEX. PROP. CODE § 92.107. Form of Request: Must be written. TEX. PROP. CODE § 92.107. Duty of the Landlord: No duty to refund a security deposit or provide accounting of security deposit deductions until after receipt of the written notice of the forwarding address. TEX. PROP. CODE § 92.107. After receipt of the forwarding address, if the security deposit is not refunded or an accounting of security deposit 34 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
legalupdate deductions is not delivered within 30 days of receipt of the notice, a rebuttable presumption of bad faith arises as to the landlord’s failure to act on a timely basis, TEX. PROP. CODE § 92.109(d), and the landlord is subject to statutory damages. TEX. PROP. CODE § 92.109(a) and (b).
The next article will discuss additional statutory and lease requirements. © 2012 R. David Fritsche Law Offices of R. David Fritsche does not intend for the information contained in this article to be a substitute for legal advice; you should obtain counsel from your attorney regarding the information contained herein. David is an attorney with The Law Offices of R. David Fritsche, General Counsel to the San Antonio Apartment Association, Inc., and engages in the practice of landlord/tenant law and civil litigation. He can be reached at (210) 227-2726, facsimile (210) 227-5550, e-mail david@lawordf.com.
The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 35
independentrentalowners
Independent Owners--10 Keys to a Successful Maintenance Program
Written requests ensure that the resident has communicated to you what is in need of repair. Make sure you review these requests immediately so you clearly understand what and where the request is for. If you do not get the specifics, then you may end up doing an unrequested and unneeded repair.
3. Act timely. Within 24 hours (or sooner) of receiving a repair request, contact a contractor to make the requested repair. Give them a copy of the written workorder request to make sure they by Tim Doerbaum, CAM you need to make some improveknow the specifics. Ask your conments. tractor for a timeline for when the repair will be completed. If their ow many times have you heard 1. Be available. One of the most timeline doesn’t meet your needs, someone exclaim, “My landlord is frustrating experiences in dealing contact someone else who can a slumlord!”? Even though this may with a repair problem is not be- meet your expectations. If you are not be a legitimate portrayal of ing able to contact the property not happy with the response time their property owner, the truth is, it owner. Give your resident several to a repair, your resident is guarmay reveal some potential cracks methods of contacting you when a anteed to have a problem with it in the owner’s maintenance pro- repair is needed. Offering email, as well. gram. How can you avoid getting fax or even a professional anunfairly identified with this stereo- swering service will make sure the typical claim by many residents? resident gets in contact with someone as soon as possible. Let your To start, you need to understand residents know that after-hours why the resident has made a com- service calls are for emergencies plaint about the repair process, or only, and routine maintenance will lack thereof, during their residen- be handled during normal busicy. What has caused the resident ness hours. to feel he or she has been treated unfairly? Most of the time, the 2. Get written work orders. It may problems are not so much related cause some initial inconvenience to the actual maintenance, but due for the resident, but enforce the to a lack of communication with the provision in the TAA Lease Conresident during the maintenance tract requiring repair requests to process. The following 10 keys will be in writing. Design an easy-tohelp you review your maintenance use work request form that you can procedures and help determine if give to your residents to complete.
H
36 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
independentrentalowners
Landlord 101: Attention Independent Rental Owners! Join us at the next Landlord 101 Series!
How to Spend a Little to Save a Lot: The Art of Preventative Maintenance
Friday, August 17th
11:30 a.m.-1:00 p.m. Restaurant location to be announced
Cost: • Program is free to all SAAA members, just need to purchase lunch • $20 for the program for non-members, plus the cost of lunch Maximize your time & learn ways to spend a little to save a lot! This program will provide you with a preventative maintenance checklist that you can incorporate into your business that will help you save money by taking proactive steps in maintaining your property. In addition, you will be able to hear and share best practices and maintenance tips with your peers. Don’t miss this great opportunity to learn ways to improve your bottom line!
RSVP to Jennifer at jennifer@saaaonline.org by August 10, 2012 The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 37
independentrentalowners 4. Make appointments. Once you have scheduled a repair either with a contractor or to be done yourself, make sure you meet your promised timeline. If you cannot make the repair within one to two days, then contact the resident and explain the delay. A resident may be patient if he or she understands why there is a delay, such as lack of parts or another unexpected emergency. Missing an appointment with a resident gives the impression that you are either disorganized or have little concern for their problem.
the owner. They do not know if you plan to come back and finish tomorrow, next week or even at all. Let a resident know what items are left to be finished and when they will be completed.
such as when the repair was completed, what parts or service was conducted and how much it cost. This may help you refute any future complaints about your repairs or your maintenance procedures. More importantly, it will help you 6. Respect privacy. Although the identify systemic problems that TAA Lease Contract provides ac- you might be able to avoid with cess for repairs without any prior some preventive maintenance. notification, make an effort to let the resident know when someone 10. Be knowledgeable. Educate plans to enter. More importantly, yourself with the basic underwhen repairs are made when the standing of the major systems in resident is not home, leave a note your property. You may be able to inside so the resident knows the avoid costly repairs because you repair is complete. This gives your know what is required to conduct 5. Be complete. A repair or list resident assurance that the entry the repair, and thus the associated of repairs partially fixed, but not was for a legitimate reason. expense. Or you may get the resicompleted, may lead to a condent to take a simple action and fused or angry resident. When 7. Ask for feedback. When the fix the repair, such as checking the residents cannot use the item until repair is complete, ask for feed- breaker, removing calcium from a the repair is completed, this easily back about whether the repair faucet screen or just changing the causes them to get frustrated with was done satisfactorily. This lets filter. Educating your resident may the resident know you value their instill them with confidence in your opinion and gives you the op- maintenance procedures. Keepportunity to make sure the repair ing your residents happy with your solved the problem. maintenance operations is the key to retaining them. We all make 8. Offer helpful advice. If the re- mistakes, but sometimes how we pair is due to resident negligence, communicate our plan to fix the offer some helpful tips on how problems makes the difference. they might avoid the problem in the future. For example, did they Tim Doerbaum, CAM is the owner know that changing the HVAC fil- of Lone Star Realty & Property ter saves them money? Try to be Management in Killeen and the optimistic in your approach in giv- chair of TAA’s Independent Rental ing advice, as negative advice can Owner’s Council. backfire sometimes. 9. Keep records. Develop the discipline to record the repairs requests in your maintenance file or automated records. Add key data,
38 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
Reprinted with permission from the Spring 2007 issue of Texas Apartments, the official magazine of the Texas Apartment Association. Copyright 2007, Texas Apartment Association. All rights reserved.
Teri Bilby
Director of Government Relations
governmentaffairsupdate and commercial rental property managers and a historic preservation-type professional. The SAPMC and the BSB became effective on January 1, 2012.
Are you in compliance with local property maintenance requirements? As many of you will recall, the City
of San Antonio adopted the 2009 International Property Maintenance Code with local amendments (now known as the San Antonio Property Maintenance Code, “SAPMC”) last year. In addition to adopting the SAPMC, the City also decriminalized violations of the property maintenance code and reconstituted the Dangerous Structures Determination Board into the Building Standards Board (“BSB”) for the quasijudicial adjudication of violations of the SAPMC. The BSB is a 14-member citizen board with 10 members appointed by City Council district and 4 members appointed by City Council at large including the Mayor’s designee. The 4 members appointed by City Council at large and the Mayor are prescribed categories: single-family, multi-family,
• Specific minimum fence maintenance requirements; • Minimum compliance timeline (10 days);
• References to relevant other City This was a hard-won victory for the codes; multi-family rental industry in San • Clarification of property hazards Antonio as well as the community such as hazardous vegetation and at large. The SAPMC ensures that surface hazards; and a minimum standard of maintenance is applied to all structures in • Requirement for the City to post the city and all persons responsible code interpretations on the Internet. for maintaining structures will have easy access to the published stan- The decriminalization of propdards any Code interpretations on erty maintenance code violations the Internet. through the establishment of the BSB expedites the hearing of cases as Highlights of the new SAPMC that the Board is solely focused on code strengthen and broaden minimum cases. The BSB has the authority to property maintenance codes include: order compliance with city codes and can assess civil penalties for vi• Require electrical service in dwellolations. In addition, the BSB hears ing units; appeals for property maintenance • Require heating facilities in hab- code violations, dangerous strucitable spaces capable of maintain- tures cases and provides recoming 60 degrees Fahrenheit between mendations to the code official on November 1st and March 31st; potential updates to the city code. • Require four-foot enclosures with lockable gates around pools and hot tubs (specifically addresses single-family homes that currently do not have enclosures around their pools; e.g., privacy or specific pool enclosures);
The City of San Antonio Code Enforcement Division is responsible for enforcement of the Code. For more information about this department, please visit http://www.sanantonio. gov/ces/ where you can download a copy of the San Antonio Property • Require additional smoke alarms Maintenance Code, obtain schedule in single-family and duplexes if of the BSB hearings & other imporbedrooms are not contiguous; and tant information. Please contact me via email at teri@saaaonline.org • Restrictions on items allowed to be or 210-692-7797 if you have any stored outside. questions about the SAPMC or any other government relations issues. The following key changes also help clarify code requirements and improve transparency: The RESIDENCE Magazine | www.saaaonline.org | July/August 2012 | 39
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advertiserindex BG Staffing ......................................................... 10 Camp Construction Services, Inc. ...................... 44 Century A/C Supply ........................................... 35 Coinmach........................................................... 19 Colors Unlimited ................................................ 24 Crime Clean of Texas ....................................16, 44 Dixie Carpet Installations, Inc. ........................... 44 Golf Cars, Etc. .................................................... 44 H3O Water Systems ........................................... 10 HomeSpring Residential Services ...................... 21 Horton Horticulture ........................................... 44 HSR Construction, Inc. ..................................40, 44 Implicity Management ...................................... 18 Maid Easy, Inc. ................................................... 44 Maintenance Supply Headquarters ................... 14 Meyer Smith, Inc. .............................................. 16 Mr. Electric ........................................................ 44 National Tenant Network .................................. 44 North & South Pool Service ............................... 45 Phoenix Recovery Group ................................... 44 Pro-line Pavement Maintenance ..................26, 45 Ramming Paving .....................................20, 44, 45 Rasa Floors & Carpet Cleaning .......................... 48 Rob Roudabush Photography ............................ 45 Roof Doctor ....................................................... 21 Roto-Rooter ....................................................... 14 San Antonio Water Systems (SAWS) .................. 30 Shweiki Media ................................................... 46 Signs West ......................................................... 45 Task Tamers ....................................................... 44 TPI, Inc. .............................................................. 47
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7525 Babcock Road San Antonio, Texas 78249
48 | July/August 2012 | www.saaaonline.org | The RESIDENCE Magazine
PRSRT STD AUTO U.S. POSAGE PAID SAN ANTONIO, TEXAS PERMIT NO. 1935