When a resident is dissatisfied with an answer you provide them that you know is in alignment with how your company would want that situation handled whether it be a lease break option you don't typically offer, a rent concession for an inconvenience the resident had to endure, or something else...
Read More...
Guest Insider
I’ll give them my bosses (regionals) email if I simply can not handle it but I always try to. She’s typically going to say the same thing I do.
Laura Jordan
I always offer my regional's email, and let them know they are welcome to email them. if rhey are mad enough sometimes they find the corporate phone number themselves and leave a message, which is then passed down to my regional to deal with. They basically always agree with me, and back me up.
Laura Jordan
Alex Mann I guess I'm lucky because most of the time, when a resident has a complaint that they want higher up input, it's usually when they are in the wrong and not me, so my regional doesn't have to do much but reiterate what I said, they just want to hear it from someone above me so they don't think I'm just making shit uo
Alex Mann
Laura Ambre Jordan a few years ago I had a resident insist on regional contact info over a broken elevator. We gave it to him. From there he proceeded to CC the regional on all correspondences for the rest of his residency with the team - especially if something happened like he couldn’t find a package….. gotta love those.
Laura Jordan
Alex Mann luckily my residents aren't that petty to include regional in anything after the original event, but if they did, mine would probably just ask me if everything was OK, and if I needed help, would offer it, but otherwise, allow me to handle
Shelly Griggs
My CM’s give my contact but if they contact me, I send it back to my CM’s to handle. They also tell them “here’s her info but she’s just going to send it back to me to handle”.
Guest Insider
Shelly Griggs that is exactly how it should happen. You have to have their backs. Now if they breaking policy still do it, but educate staff. That is what makes a team.
Katie Rigsby
It depends on how your company wants it handled. You should refer to your company's communication structure and core values. I would personally say something like, "Our company expects the onsite management team to act in accordance to company policy and inline with our core values, and in this situation that is exactly what we have done. I can assure you that my supervisor will agree. While I am nit authorized to give.you their direct number, I will be happy to forward them your information along with the details of lease and the circumstances we have discussed, and ask them to give you a call. What is the best number to reach you at?"Then I would email everything to my supervisor and let them know the resident would like to speak to them.
Guest Insider
Hand over my Bosses corporate phone number
Penny King
I give them the number and warn my boss. He tells them exactly what I said and refers them back to me! But not before telling them I'm the best, and they should listen to me!
Brandon Payton
Penny King this! I give regional all the info, including emails or screen shots so they are fully prepared to do their job.
Guest Insider
We have a resident hotline. When I was onsite, I would email the corporate office to give the history of the call so they would be expecting. Now that I’m in a supervisor role, I call the CM to get the details.
Guest Insider
At my place. I'm it. No Regional. No one else. Just the boss who is pretty much MIA. On vacation in Florida. I think he just has faith that I'm doing my job, which I am!
Guest Insider
I used to tell them I'd be happy to give them the Regionals number.....as they will be happy to hear I'm doing my job. Of course after 37 years in the industry, I'm happily retired.
Karen Mallinger
I'm happy to discuss this with my RM and give him your contact information. You are also welcome to contact Resident Services, however, both of those contacts will refer you back to the community to resolve the issue. Unfortunately, the answer will most likely be the same.
Guest Insider
I always provide the information, looks sketchy if we don't, but I ensure them that the answer from my supervisor will be the same. My supervisor then refers them back to me to have the situation handled.
Guest Insider
Don't do the company thing. ALWAYS DO THE RIGHT THING.
Guest Insider
I’m glad our company isn’t afraid to be contacted. Higher ups should return calls, even if it’s just to say, “the PM is absolutely correct, blah blah”
ARLENE SMADJA
As the supervisor, I get the details from my manager and then get on a 3-way call with the resident and the manager. This way, the resident can’t bs me about the facts. I reiterate our policy and have my manager’s back, but at the same time make sure the resident feels heard.
John Eilts
Arlene Chasen Smadja I like this method, Best I've heard of and shows really good team work and synergy with the resident! Good practice!!
Guest Insider
Little known law in Texas just in case you're located there and didn't know. There is a legal requirement to provide owner info at request. Most owners have a CT Corp account or similar set up where mail can be directed. Also, IMO, a great boss would want you to pass them on so they could back you up and reaffirm the answer. Or on rare occasion make exception if it was a good business decision.
Alex Mann
Melody - I'm in CA but I've had residents say the same thing about ownership. Exactly what info do you have to give out in TX about ownership if its requested?
Guest Insider
Alex Mann in Texas, you have to provide a name and address if requested. And no, address is not usually in the lease contract (I'm sure some may include somewhere, but i would say that's not typical). Legal entity name should be the landlord on lease, so yes, name is already provided.
Guest Insider
Alex Mann an address where "owner" can receive mail. I suppose the answer to your question depends on ownership structure. The tenant has a right to send written communication directly to the owner (or as I mentioned, many times an institutional type owner will have a registered agent service , "CT corp" to receive correspondence). You just can't withhold that info if requested.
Guest Insider
We are owner operated so we have a customer service email and phone number for residents. There's a few situations where we've needed to use this. Sometimes it helps to diffuse the situation to have them speak with another person.
Guest Insider
That’s what the manager is for! If you need to go above, then write a letter. You will get a written response within 48 hours. The owners will only respond in writing.
Alex Mann
I like this. You mean a written letter to corporate office? I like that!
Guest Insider
Alex Mann …yes! It works great!!!
Guest Insider
I tell them the policy. If they want to speak with the regional to plead their case, it’s ok with me. I let the regional know they are going to call and what the situation is. By the time my regional is done with them, they wish they had never called. I love my regional.
Guest Insider
I’m not a fan of denying their request to be heard, even if it is ridiculous. They will likely find the information on their own and be more angry for their trouble. We are still very much in a service industry, I prefer to try to deescalate than aggravate. Once the complaint is made, the Regional should back the team for upholding policy. This may help prevent future unnecessary calls from that resident.
Laura Scales
I always let them know our corporate contact information is located on our management website, should they want to obtain it. Usually if they had to find it for themselves, we never heard from them again.
Guest Insider
I give it to them and shoot a quick heads up to the regional. Depending on the situation, I *may* let then know the call/email will be routed back to me anyway...
Guest Insider
I appreciate this post so much! This industry needs more managers and on site staff like you. As in so many other things, many have become soft. No one wants to be the bad guy. So instead of reiterating policy, the corporate number is given out too often. Stand your ground. Tell them you are sorry that they don't agree. Give them a copy of their lease and send them on their way.
Guest Insider
What I would do in that type of situation:You do provide the RM email info and corp number, it should be on Google anyways. Secondly, I would let them know that it is your job to make sure they feel valued, therefore, I would explain to them that you’d do everything in your power to make sure the situation gets resolved. (Not the “issue” but the situation) Show them that you truly care and you’re genuinely concerned for them. Then, speak to your supervisor and find a way to make it right.If it’s something they did wrong, explain it to them privately. Before they leave your office offer them to do something for their apt, a WO that would be helpful such as, change the air filter, weather strip replacement, replace their trash can, something that’s simple to do, follow up with them by email to ensure they feel appreciated. “In my opinion” if a RM knows that you don’t have this type of issues often… she/he should be supportive and offer to help you handle the issue together! That’s what...
Show more
Guest Insider
That's definitely a no-go at my company. We can relay the resident's request, frustration, etc upwards and then get back to them with corporate office's response. But we don't just hand out our supervisor's contact info. If we gave every resident's her contact info, she wouldn't be able to do her job. We do have a resident support email (goes to corporate) we give out, when warranted, if the situation truly does need to be escalated. But we don't give out our supervisor's direct contact information.
Guest Insider
Alex Mann our company has a customer service email address and phone number we can give to residents. If I know what's up ahead of time I like to shoot them an email so they are aware of the situation.
Guest Insider
Give it to them!
Can't comment or like? Make sure to log in or register for a free account!
The holiday season can be a joyous time for communities, but for property management professionals, it also presents unique challenges. Balancing festive cheer with the requirements of fair housing compliance and inclusivity is no small task. Inspections may uncover non-compliance in resident decorations, while staff communication could inadvertently reflect language that alienates or excludes some residents. Addressing these issues promptl ...
Can't comment or like? Make sure to log in or register for a free account!
Looking for advice: I am working with a nonprofit affordable housing company and one of the properties is in a high crime neighborhood in a small town of less than 10,000 people. The building has 24 units and has become a magnet for both homeless and addicts looking for a warm hallway to hang out and or sleep in. The property has limited money to spend, but obviously we can’t create a dangerous situation for the current tenants. I am... Show more
Guest Insider
Yes, between your management company and/or owners, supplying Security is under the line, and should be up to them to help you find a way to safety. It’s not “a budget thing”, if so you move things around. It sounds like you and your team are doing an awesome job of trying to keep things secure for what you have the means to do.
Sometimes the above people have to help take responsibility of the asset you’re trying to manage.
It can’t hurt to ask. But, keep up the good work, wishing y’all the best… it’s tough!
Sometimes the above people have to help take responsibility of the asset you’re trying to manage.
It can’t hurt to ask. But, keep up the good work, wishing y’all the best… it’s tough!
Kim Chewning
Haha, unfortunately for me I am the above person -I’m working on a short term plan to take the money out of our reserve account, but obviously that is not a long term plan -as in I can’t keep hiring a security guard and use the reserve account to pay for it -thanks for your input. I’ve been doing this sort of work for 25 years and it’s the first time I feel a little like the problem is more than I can resolve- drug addicts are a whole different ball game.
Ryan Pope
Do you have vacancy where you could set one up for the police officers? Like a break room they can stop by for snacks, coffee, have WiFi they can use.
Or you could comp an apartment for an officer
Or you could comp an apartment for an officer
Bobbi McDowell
Encourage your residence to report to the police any suspicious activity. Also contact your local police department and ask them if they can please walk the property at night. When you reach out to your local police department a lot of times they will work with you because this gets the headaches out of their problems. Good luck I know it's hard to do
Guest Insider
I think you would be better off spending money on cameras and lighting. Also certain landscaping helps. Big pricker bushes and things with thorns
No trespassing signs and agreement from the police that they will make arrests for low level crimes
I have also found you can hire off duty cops to “patrol” ie sit there. The on duty cops come and hang with them so you end up with a large police presence. After a few days to a week the problems tend to relocate elsewhere and you can stop
No trespassing signs and agreement from the police that they will make arrests for low level crimes
I have also found you can hire off duty cops to “patrol” ie sit there. The on duty cops come and hang with them so you end up with a large police presence. After a few days to a week the problems tend to relocate elsewhere and you can stop
Guest Insider
Residents should be calling police.
Tamara Sanchez
I would highly suggest you reaching out to your local councilmember to hold a meeting with them and police regarding the growing concerns. We held a few of these at my old property and met with the local police Captain at the time. I was able to establish a relationship with them and people felt more comfortable contacting them. We were able to obtain resources such as backpacks for the children and tickets to events. This eventually went to crap because our management began acting nefariously due to a loan in the complex and lack of assistance and police districting post pandemic. We had an unauthorized individual with a tenant in a severe DV situation, he was possibly trafficking minors and drugs and breaking into residents units. They were not removed from the property until this year.
You are paying taxes and those services are part of living in the community. If you can’t get a hold of them show up to one of the events. Given that it’s a non-profit complex you should be okay... Show more
You are paying taxes and those services are part of living in the community. If you can’t get a hold of them show up to one of the events. Given that it’s a non-profit complex you should be okay... Show more
SANDRA RAMIREZ
Totally agree with the comment from Frances. You may be able to see if there are any city wide programs that can help with this and request a spot check by the current patrol car in your area. Host a safety meeting and invite your local police and fire department. Get your residents involved
Brooke Nuber-Soldate
This may be a bit out of the box, but sometimes the best security is the community itself. I've seen it work in different areas usually near a larger city.
Invite a late night taco/food truck to use your parking lot. The extra people/patrons basically self monitor the area. Nefarious folks won't come around because it's no longer a hiding space but a community gathering space.
I've also seen partnerships with local police to leave a car in the lot as a deterrent. This sometimes comes with a lease arrangement with a cop to live on site for a discounted rate to be on-site after hours security.
Fobs and cameras are good for identifying residents that are unsafe with the exterior doors.
Invite a late night taco/food truck to use your parking lot. The extra people/patrons basically self monitor the area. Nefarious folks won't come around because it's no longer a hiding space but a community gathering space.
I've also seen partnerships with local police to leave a car in the lot as a deterrent. This sometimes comes with a lease arrangement with a cop to live on site for a discounted rate to be on-site after hours security.
Fobs and cameras are good for identifying residents that are unsafe with the exterior doors.
Allie Gartside
Second what Frances said. You adjust the budget in other places and owners need to understand that sometimes they need to open up their pockets a bit more.
At the end of the day you have a problem that you are aware of and while attempting to take care of it, it’s not stopping the issue. This is a liability issue and gonna cost you ALOT more if you get sued over it.
You need security patrol. No cameras, gates or fobs are going to stop the homeless or criminals from getting in.
I’m in a relatively safe area but gets hit a lot for burglary in our garages and common areas. Fobs have not stopped the break in. A courtesy patrol that shows up once a night also hasn’t stopped them.
An armed guard or person who is physically there, is what stops them AND leaves the residents feeling safe by the security’s presence.
You don’t likely need 24/7 security but after hours for sure. Then make sure your guards switch up their patrol patterns. I’ve experienced homeless just lying in wait, figuring... Show more
At the end of the day you have a problem that you are aware of and while attempting to take care of it, it’s not stopping the issue. This is a liability issue and gonna cost you ALOT more if you get sued over it.
You need security patrol. No cameras, gates or fobs are going to stop the homeless or criminals from getting in.
I’m in a relatively safe area but gets hit a lot for burglary in our garages and common areas. Fobs have not stopped the break in. A courtesy patrol that shows up once a night also hasn’t stopped them.
An armed guard or person who is physically there, is what stops them AND leaves the residents feeling safe by the security’s presence.
You don’t likely need 24/7 security but after hours for sure. Then make sure your guards switch up their patrol patterns. I’ve experienced homeless just lying in wait, figuring... Show more
Bobbi McDowell
I had vagrance coming into my property at night to spend the night in the laundry room and other rooms that were accessible during the daytime. I started locking them up and they were only available to go in during the daytime. This stopped a lot of the vagrants
Guest Insider
Would you be willing to offer an exempt unit to a police, or sheriff officer? You can hold them to a contract other than the lease, but maybe having actual police presence might help slightly. If not I would at least contact your police chief and city to see what can be done to get you relief. Maintenace doubling as security won’t help, it can be a liability if they get hurt due to crime (because it’s not their job) or if they hurt someone else for the same reasons. I understand you’re saying the police and city have their own issues but if your property is breeding ground for illegal activity, it would be in their best interest to help you because it helps them.
Can't comment or like? Make sure to log in or register for a free account!
What was one of your favorite gifts you received in an office gift exchange or from a coworker? Looking for unique ideas for ours. TYIA 😉
Guest Insider
A hand held Smoothie Blender and a Stanley Cup.
Guest Insider
Amazon gift card, lottery tickets, company branded luggage tag or other swag, yeti or nice tumbler, battery charging pack, of course alcohol always seems popular, free PTO coupons
Mya Estrada
Great question!! Feel like a lot of people are probably wondering this same thing.
Brooke Nuber-Soldate
A literal white elephant figurine for white elephant was quite the hit.
Michael Dvorscak
I once gave a coworker a pint of 5 O clock Vodka and cockroach I caught. It was a White Elephant exchange.
Nicole Coschigano
My team gave me a sterling silver toggle bracelet w/ a thick heart charm.
Tracy Jamison
A coffee mug warmer or a plug-into-the-wall scented wax warmer (doesn't take up space on my desk). Less than $15. Do have to remember to turn them off though.
Can't comment or like? Make sure to log in or register for a free account!
Hello all,
Looking for info on breed restrictions. What management companies are accepting all breeds? Are you requiring any additional insurance at all due to allowing all breeds? TIA
Read More...
Katrina Avila
RPM
Chris Hurst
Preston Communities
Karen Kossow
Paradigm Management (we're DC Metro based). We don't require additional insurance but do require insurance for those at affordable communities who have pets (in our jurisidictions as the pet is optional, we can require renters insurance for those who opt to have pets).
Guest Insider
Lexington, no additional insurance required. I also know MAA does it.
Guest Insider
We have no weight limits or breed restrictions. This is per my owner show is very pet friendly.
Can't comment or like? Make sure to log in or register for a free account!
We know that brand voice is tricky—how do you determine it, and how do you stay consistent? What is the right path to take? Take your own personal brand voice for starters. What everyone really needs is a worksheet. Hard-hitting (but fun) questions to guide a brand into its truest shape. Walk through the various bits and bobs with us—and note how it may shift based on the personal or professional side of things and see how your brand voice can co ...
Can't comment or like? Make sure to log in or register for a free account!
Gift ideas for staff members for Christmas, inexpensive but meaningful?
Guest Insider
Lottery tickets, favorite things baskets. I always have all employees fill out a favorite things sheet at hire then annually. Really helps me and their managers when getting gifts they will actually want.
Ursula Gerson
You could have ornaments made on Etsy or give everyone a lottery ticket!
Guest Insider
We decorated stockings so I am filling those on Christmas Eve. Maintenance are getting Yeti coffee cups, my assistant manager is getting a bar set and my leasing is getting a spa set. I only have 4 so I am letting myself spend a bit more
Guest Insider
I do gift cards and cash. Can’t go wrong
Can't comment or like? Make sure to log in or register for a free account!
This is the eighth in a 9-part series of “quick hit” blogs on the quickest way to uncover hidden revenue from leasing based on the presentation Bryan Pierce, Carol Enoch and Donald Davidoff gave at NAA’s 2024 Apartmentalize conference. For our penultimate (yes, I love that word) amenity fail, we turn to floorplan offsets (also called square footage adjustments) that are too high or too low. In our experience, this single fail rep ...
Can't comment or like? Make sure to log in or register for a free account!
As we approach 2025, the commercial real estate (CRE) sector is staring down the barrel of a massive wave of loan maturities—a challenge compounded by the current high interest rate environment. What does this mean for multifamily investors? Key Takeaways: • $100 Billion+ in Loans Maturing:Approximately 15% of conduit CRE loans may fail to meet refinancing standards, even with rates below 6%. • Sector-Specific Risk:While office spaces face t ...
Can't comment or like? Make sure to log in or register for a free account!
I am a Deputy Director for a nonprofit organization that provides low-income, sober housing. This is a new job for me (in my first year) and part of my role is Property Manager of our 6 buildings. All six are older buildings (1896 - 1944) so we have lots of ongoing building and facility needs. I'm beginning to feel like we are significantly underestimating our building needs and what it's going to take to maintain them well. This year I've... Show more
Can't comment or like? Make sure to log in or register for a free account!
Where does everyone get their work clothes? I’m having a hard time finding good quality clothes. Thanks!
Read More...
Guest Insider
SHEIN, go to the outlets-express, loft, Anne taylor
Sarah Yadira Hong
Mostly Macys (they have the best sales) Nordstrom and for owner walks, Ted Baker
Guest Insider
J Crew and Banana Republic are a couple of my faves.
Guest Insider
Express has nice pants and shirts, that fit well.
Guest Insider
Nordstrom Rack, Ann Taylor, Loft, Banana Republic, Amazon
Karen Kossow
Old Navy- their Pixie pants line is great. I'm not a fan of high waist so I don't like the current offerings but I have at least 10 pairs in different colors that I've had for years and they are still in great shape.
Guest Insider
Amazon, Crown & Ivy, and express
Guest Insider
Mostly Macy’s & Amazon for me. My sister buys from Target a lot.
Sheila Singer
Lane Bryant…but I’m on the fluffy side.
Jennifer Welch
My partner is using StitchFit and has gotten some great items in it.
Can't comment or like? Make sure to log in or register for a free account!
Short seller Carson Block recently raised alarm bells on the looming crisis in the multifamily sector, specifically in the Sun Belt region. Here's why this "unseen shoe" could drop—and what it means for investors:The Pandemic Bet Gone Wrong • Investors rushed into multifamily properties during the pandemic, banking on work-from-home trends to drive rents in cities like Austin, Tampa, and Nashville. • Many landlords relied on floating-rate loans t ...
Can't comment or like? Make sure to log in or register for a free account!
Gifts from vendors during holidays. What would you like to receive? In the past, when I was on-site, the vendor would gift my service manager and me alcohol. Now, I'm looking for ideas on what to get each employee that we provide services for.
Read More...
Guest Insider
Team lunches for the WIN!
Guest Insider
No one’s ever turned me away when I showed up with food.
Nikki Summers
Gift certificates or scratch lotto tickets is always fun
Jennifer Welch
I have found that offering my team and me a unique opportunity off site has been fun and bonding. Escape Room. Bowling. Helps bond us as a team and with the vendor. Double win.
Guest Insider
The present of my presence isn’t gift enough??
Guest Insider
FOOD is always welcome BUT coordinate with the manager before bringing lunch. We had 4 vendors bring lunch the same day & a lot was wasted. 🙂
Guest Insider
Lunches where you take them to a restaurant instead of having it delivered to the property. Also gift cards to get manicure or pedicure for ladies and some kind of Home Depot or Lowe’s card for men or whatever they are interested in.
Tracy Jamison
Starbucks gift cards are a win.
Can't comment or like? Make sure to log in or register for a free account!
-
22 JanEvent starts in:
-
05 Feb
