Working with your residents
chris.laws
Created on June 17, 2021
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Transcript
working with your residents
What happens once your prospects become a resident?
What contacts will you likley have
Resident Requests a Key
General Resident’s Enquiry
Change of Unit
Antisocial Behaviour / Breach of Lease
Change an Occupier
Rent in Arrears
Working with your residents
The hard work doesnt stop once your prospects move in to our buildings and become residents. As the agent for the landlords we need to keep the residents happy.Happy Residents equal:
- Lower turnover of apartments
- Less apartment void periods
- Lower complaints and staff stress levels
- Recomendations to friends to rent through urbanbubble.
- Longer tenancies and thus happier landlords and in turn more landlords using urbanbubbles services.
1) General Resident Enquiry
When a resident approaches any member of the team with an enquiry, whether it is booking a rentable item, a question about their lease, rent charges or anything else. That staff member is responsible for beginning the process if you have the required knowledge or you are to contact the staff member who is responcible. You mustv always ensure the Property Management system is fully updated with contact notes and the customer is happy that their enquiry has been fully answered.Entering relevant contact notes for all resident enquiries enables our management teams to spot trends in complaints or issues which can prevent future problems. It also lets the rest of your team know what you has taken place if you are off and if the issue leads to a complaint or worse we have a diary of the actions we have taken.
2) Resident Keys and Access
Apartment keys and fobs are generally supplied only to those residents who are named on the tenancy agreement and their resident children if applicable. Spare keys should not be given out to those not living with us.Our BtR Sites are able to allow access to apartments for friends, family and contractors with written permission permission from the Lessee's this can either be by leaving a key for them to use or the site staff using a master or spare key and letting them in.
2) Resident Keys and Access
If a resident loses a key, the lost key process must be followed correctly. If the Keys/Fobs are believe stolen and a break in is possible the theft should be reported to the police and the locks must be replaced.Replacement door access and parking fobs must be checked on the door entry system for signs of usage and then cancelled.The costs of all replacements must be assumed by the resident responcible including the replacements of locks and fobs.
3) Change an occupier
What to do if the residents request to change the apartments occupiers
I the residents of an apartment contact you with a request to add, remove or change the named occupiers of the apartment you should follow the process for this for your area.You must though keep in mind the following:
- All of the lessee's must agree in writing that they would like to add another resident to the tenancy or change one of the occupants on that tenancy.
- The residents of the apartment must sign to agree the the original condition report (Inventory) still stands.
- The apartments deposit will not be refunded the residents must arrange this amount between them.
- The Resident Services / Community Manager must agree and update the system with the correct notes and follow the correct processes.
4) Change of unit (BtR Only)
What can you do if your resident requests to move units?
One of the benefits of working or Living in an urbanbubble managed Build to Rent building and one investor owning all of the apartments is that your resident can move to move to another apartment before their tenancy ends.Some terms would apply:
- The resident would have to sign up to a new minimum 6 month term
- They are able to up or down size so long as we have an available apartment for them to move in to.
- They will have to be re-referenced regardless of the costs.
- They will have to follow the move out procedure and pay a new deposit before the first apartment deposit is returned.
5) Rent in Arrears
What to do if the residents has not paid their rent?
It is vital that our site teams remain on top of the arrears process every month by producing regular debtor reports after the rent due date.You must follow the arrears process diligently contacting the residents in the correct way for each time we are due to chaseYou must though keep in the following mind:
- You are often working in the building where the resident lives and stopping them as they walk through the reception or knocking on their door could constitute harrasment and large fines.
- Before you start to chase check with finance there may have been an acounting error delaying the arrival of the funds.
- Once the resident is 2 months in arrears we are able to start the eviction process serving before this is possible we will have to prove we have attempted to resolve the issue. Make notes of all of your contacts/emails as evidence.
6) Antisocial behaviour
If antisocial behaviour or a Breach of Lease have been reported or witnessed by yourself or one of your team it is considered as a breach of the tenancy agreement. You must follow the process for making the correct notes on the system and sending out the correct notices in case the antisocial behaviour continues and we want to pursue an eviction in the future.Anti social behaviour could be concidered as but not limited to:
- Unacceptable noise disturbing others
- Threatening behaviour
- Illegal Activities
Learning Activities
- Read and review the processes on Promapp Application Process
- Shadow your line manager or an experienced colleague to run through process in real time live.
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