Maintenance

ROLE OF THE MAINTENANCE DEPARTMENT

It is important that we work together as a team to accomplish the goal of providing a good apartment

living experience for our residents. In order to lease apartments and retain residents, the maintenance

staff must deliver clean, market ready apartments and competent service to our residents.



The maintenance department must work together with the management and leasing teams to provide

quality service to our residents whether performing a service request or engaging in any interaction

with residents.





RESIDENT RETENTION

Sometimes, residents move because of unadjusted complaints and indifference from the property staff.

The Manager and staff must understand that for a property to succeed, it must have residents. Getting

residents is expensive...keeping residents is just good business. When you see a resident

approaching...you‟re looking at the boss...the person who pays your salary. It makes sense to treat that

person with genuine friendliness and consideration...to go out of your way to listen to their needs.



THE BEST WAY TO ENSURE CLIENT SATISFACTION IS TO TREAT YOUR

RESIDENTS JUST LIKE YOU WOULD WANT TO BE TREATED.







MAINTENANCE TOOLS

Tools, equipment and metering devices that are normally considered special equipment will be

furnished by individual properties.



Tools and equipment paid for and owned by the property include:



 Heat guns

 Ladders  Paint Sprayers

 A/C torches  Carpet fans

 Augers and plungers  Power washers

 Vacuum pumps  Dolly

 Refrigerant recovery equipment  Leaf blowers

 Bench grinders and shop vises  Dehumidifiers

 Carpet equipment



IMPORTANT! Large ticket items such as carpet machines, paint sprayers and leaf blowers should be

kept in the office or in a locked and/or secured area on the property at all times unless in use.



IMPORTANT! Make sure serial numbers and warranty information is documented and kept on site

for items such as vacuum pumps, carpet equipment, paint sprayers, carpet fans, power washer, leaf

blowers, etc.

The property will also furnish consumable items such as:



 Saw blades  Hole saws for adding locks

 Flashlight batteries  Rubber latex gloves/safety masks

 Drill bits  Utility knife blades

 Sandpaper for electric sanders



IMPORTANT! If Maintenance staff members use their own tools during the course of the work day to

perform certain tasks, the responsibility of safe keeping the personal items/tools is at the sole

responsibility of the individual. The property and/or Owner’s entity are not responsible for the safe

keeping of personal items.





THE MAKE READY PROCESS

A critical part of the Manager‟s job is making sure that all apartments are scheduled to be made ready

immediately after becoming vacant. It should take no more than three (3) days to complete a

standard make-ready. To assist the Manager with this task, the following forms are available in the

Forms Manual: Make Ready Status Sheet, Maintenance/Make-Ready Checklist, Cleaning Checklist and

the Painting Checklist.



IMPORTANT! The goal is to have at least one vacant available unit made ready to show in every

available unit type.



OVERVIEW OF THE MAKE-READY PROCESS



When you begin to organize the many steps involved in preparing make-readies, use the following as

your guideline:



STEP 1: Primary Inspection/Apartment Walk-Through - Conduct the walk through as soon as the

unit is vacated or if the resident gives notice, complete the inspection before the resident moves. (That

will enable you to prepare your work schedule.) Take the Move In/Move Out Condition form with you

and indicate the damages and/or work needed in the apartment to make it ready for the next resident.

Shut off all electrical breakers except for the one for the refrigerator, and set the refrigerator thermostat

on the lowest settings.



STEP 2: Key Lock to a Vendor Key – Re-key the lock to a vendor key, so during the make ready

process vendors can easily enter and perform any necessary work. This is also helpful while showing

the market ready apartment to prospects.



STEP 3: Trash Out - Schedule either maintenance or housekeeping to remove all trash, debris and

food from the apartment. This should be completed the day of move-out, and should also include

removal of items from the patio and entry areas. (See specific trash out policy below.)



Note: If there is no power in the apartment, open the refrigerator door and unplug the unit from the

wall.





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STEP 4: Exterminate - Schedule the unit to be exterminated early in the make ready process. By

doing so, any dead bugs will show up when the housekeeping cleans prior to the resident‟s move-in

date.



STEP 5: Blinds - Check the condition of the mini- blinds or vertical blinds and, if needed, either

schedule cleaning or order replacements. Taking care of this now will allow more time to have the

window treatments hanging by the end of the make ready process.



STEP 6: Maintenance - Maintenance personnel should complete their make ready checklist.



STEP 7: Countertop Resurfacing – Check countertops for any necessary maintenance, repair or

replacement. If your property is resurfacing as part of a rehab, be sure to schedule the work with your

approved vendor.



STEP 8: Paint - Using the Painting Checklist, schedule the painting of the unit – whether it is

performed by our on-site staff or an outside vendor. Consider whether the entire apartment needs

painting or if a touch-up paint job will do. Calculate how much paint will be needed and make sure

there is enough on hand to complete the make-readies.



IMPORTANT! If your property is equipped with an interior fire sprinkler system, make sure the

sprinkler heads are covered prior to painting to protect from paint overspray.



STEP 9: Clean - The housekeeper should be the last person scheduled. By doing so, you will know

that no one can leave “work tracks” and after her/his work is completed, you will have a clean and

market ready unit to show.



STEP 10: Carpet - Schedule carpet cleaning AFTER the other steps have been completed so you will

not need to schedule any additional cleaning.



STEP 11: Inspection – The MANAGER must inspect the unit to ensure all phases have been

completed and that the unit is MARKET READY.



STEP 12: Keys - Before the resident moves in, all new keys must be cut and tested to make sure they

work properly in the locks. Residents should be given at least two apartment keys and two mail box

keys. There should be a minimum of two apartment and two mailbox keys remaining on the key

board.



THE MANAGER IS RESPONSIBLE FOR DESIGNATING A UNIT AS “READY”.



TRASH OUT POLICY



Sometimes residents leave items intentionally or unintentionally in their apartment, garage or storage

room. It is company policy to hold on to these items for a period of at least thirty (30) days after the

resident has moved out or for a length of time established by your local apartment association or tenant

laws. Items left behind, whether they appear to be valuable or not are not to be discarded until the

holding period has expired and the Manager has inspected the items and approved the items to be

discarded. Employees must consult the Property Manager prior to removing any items from a

resident‟s apartment.



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MAKE READY STATUS SHEET OR THE MAKE READY BOARD



This Make Ready Status Sheet is a working tool to be used by the Manager as he or she schedules the

required work to be completed to make an apartment ready for show or for move in. This form is very

similar to the make ready board displayed in the manager‟s office or in the maintenance shop. The use

of either the Make Ready Status Sheet or a dry erase make ready board is the decision of the Manager

based on which method works best for the organization of the make ready process and/or given any

space limitations in the office.



Your make ready sheet or board should be maintained and updated daily as work is completed and

activity occurs – move ins, move outs, cancels, denials, etc. It is best to organize the apartments

needing to be made ready by type of apartment – vacant available and vacant leased. It is

recommended that you have an area on the board or on the form set aside for upcoming apartments that

are scheduled to move out so you are able to project future work to be performed and if these notices

are preleased, you are able to understand the time limits you face in getting the apartment made ready

in time for the new resident.



How to Record the Information



When the apartment is inspected immediately after move-out, list the apartment number and type and

record any necessary work in the boxes provided on the make-ready status sheet or board.



Use the letter “F” to indicate “Full” such as a full clean, a full paint.



 Use the letter “R” for “Replace” such as replace carpet, replace blinds.



 Use the letter “C” for “Contract” when carpets need to be cleaned or repairs need to be contracted

using an outside vendor for the work to be performed.



 Enter an “X” for items that do not need attention.



 Note any special work that will be needed and the date the Manager scheduled the work to be

performed, i.e. tile replacement, carpet replacement, etc.



 Enter a (1), (2), (3) by the apartments the Manager wants to be made ready during the week. The

apartments should be made ready in the order the Manager indicates. Should the Maintenance

Supervisor see an issue with the order in which the Manager schedules the make ready board, he or

she should consult the Manager regarding their concerns and changes can be made, which work to

the benefit of the property.



 Use a hash mark (/) to indicate where a maintenance employee is working.



 At the end of the day, when the maintenance employee checks in and indicates the work is

completed, update the status sheet or make ready board with a marked “X” showing completion.



On the next page is an excerpt from a Make Ready Status Sheet showing an example of how to

schedule maintenance work to be performed in order to make an apartment ready for show or move in.



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PAINT

APT UNIT M/O M/I TRASH MAINT

EXTERM BLINDS CARPET CLEAN

# TYPE DATE DATE OUT CHECK

T-

UP COMPLETE

(1)

123 B2 7/31 8/8 F (8/3) 8/4 8/3 R (8/5) X F (8/4) C (8/5) F (8/6)

(2)

112* A1 8/2 8/26 X 8/4 8/4 X 8/5 X R (8/6) F (8/6)

*112 is being made ready earlier than needed so that the apartment can be shown to prospects looking for an A1 since

there are no A1’s vacant and available.



IMPORTANT! The Manager controls the order in which the work is completed and knows where

each person should be.



IMPORTANT! Even though work is reported as completed, the Manager STILL needs to inspect the

work.



IF YOU HAVE A RESIDENT WHO IS UNHAPPY ABOUT THE CONDITION OF THEIR

APARTMENT WHEN THEY MOVED IN, YOUR MAKE READY PROCEDURE NEEDS

IMPROVEMENT.



GETTING VACANT UNITS READY TO SHOW



At the first of the month or at any other time when you may experience a large number of move-outs,

you need to decide “which ones to get ready first”. The deciding factors are:



Make sure at least one vacant available unit in each vacant available unit type is made ready to show.

 The number of floor plans that you have at the property.

 The popularity or “leasability” of each floor plan.

 The different locations that are available in each floor plan.

 The carpet color or color scheme choices at your property.

 The units that will be easily turned to ready.

 It is recommended that all vacant units should be made ready within 14 days of move-out.



Make Ready Priorities



Example: A certain property has the following floor plans:



A1 Small 1BR

A2 Large 1BR (Popular floor plan, leases fast)

B Small 2BR

B2 Large 2BR (Popular floor plan, leases fast)



The property has 2 color schemes: Traditional and Contemporary and this property has 12 vacant

available apartments:





A1 5 All schemes available

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A2 2 1 Traditional, 1 Contemporary

B 3 All schemes available

B2 2 All Traditional



Question: Considering there are no units to get ready for move in, which vacant units do you get

ready first?



Answer:



Since the A2 and B2 floor plans are easy to lease, get one of each ready.

1. Next, GET ONE OF EACH COLOR SCHEME in the other floor plans ready; vary the locations;

in other words, do not get all the downstairs units ready at one time. Choose a “Traditional” unit

downstairs, and then a “Contemporary” unit upstairs.

2. If there is only one color scheme available (like in the B2), get one ready in an upstairs location

AND a downstairs location.

3. Regardless of inventory, do not let a vacant unit sit unready for over 14 days.



AS YOU LEASE ONE OF A CERTAIN TYPE, IMMEDIATELY GET A SIMILAR UNIT

READY. YOUR GOAL IS TO ALWAYS TRY TO HAVE AT LEAST “ONE” VACANT UNIT

OF EACH FLOOR PLAN READY TO SHOW AND LEASE.



INSPECTING VACANT UNITS



The importance of inspecting each vacant apartment cannot be over emphasized. A ready product is

the revenue source in the apartment business, so the entire staff must properly perform their duties.



REMEMBER! READY UNITS LEASE



Generally, when inspecting ready units look closely at the following:



Carpet condition. Make sure proper cleaning has been completed. Examine closely looking for holes,

discoloration and required repairs.



1. Check the condition of the caulking around all floors; it should be neat and clean.



2. Windows should all be cleaned both inside and outside. Obviously, broken panes should be

replaced.



3. Window treatments should be examined. Make sure mini and vertical blinds are in good condition,

are hanging properly and are clean.



4. Painting should be done neatly and correctly. There should not be any dripping or splattering.

Paint should be carefully applied so there is no overspray on the floors, crown molding or base

boards. Inspect the quality of the work and make sure paint has been removed from all cabinets,

appliances, fixtures and switch plates.









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5. Doors and walls should be in good condition with no holes or scratches evident. Are there any

nails, picture hangers, plant hooks or clothing hooks present? If so they should be removed.



6. Smoke detectors should be installed and hanging properly. Check the batteries. Fire extinguishers

should be properly charged, if applicable.



7. All air conditioning vents should be cleaned, kilzed and painted, if necessary, and A/C filters

replaced.



8. All baseboards should be cleaned and painted.



All lights and ceiling fans should be cleaned and no dead bugs present.



9. Cabinets and drawers in the kitchen and bathroom(s) should be wiped down on the inside, outside

and top.



Appliances should be clean and in proper working condition.



Make sure fire sprinklers are clean and free from dirt, debris or paint.



Entry Area



Check condition of front door. Has it been painted and/or cleaned? (This is the first thing the prospect

and new residents see in the apartment home.) Make sure there are no cobwebs or bugs around the

front door.



1. Have all signs of the previous resident been removed? Has their entry mat been removed?



2. Are the numbers placed on the door?



3. Does the key work?



4. Are additional locks installed if required by law? (i.e., keyless dead bolt, door viewer, pin lock

and/or Charlie bar for sliding door) If so, are they in working condition?



Living/Dining Area



Is the fireplace clean?



1. Is the wallpaper or any other wall treatment in good condition?



2. Is the light fixture clean, in working order and up-to-date?



3. Are bookshelves dusty or have they been properly cleaned and/or painted?



4. Is the patio door operable and clean both inside and out? Will it lock properly?







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5. If the apartment has a sliding glass door, then check the door track and make sure it has been

cleaned. Make sure the charley bar and/or pin lock is operable.



6. Have switch plates and outlets been cleaned or replaced if necessary?



7. If there is a ceiling fan, be sure blades are clean. Check to make sure the fan works properly and

does not shake.



Balcony/Patio Area



Area should be free of all debris.



1. Shrubs or any grass lawn should be trimmed or mowed if necessary. Weeds should have been

eliminated.



2. Potted plants or personal items should have been removed.



3. Balcony or patio enclosure should be in good condition.



4. Storage room, if applicable, should be clean and swept. Touch-up paint the door if needed.



Bedroom Areas



1. Closet doors should be operable, clean and painted.



2. Windows clean both inside and out. Check to see if they slide and remain in an up position. Do

they lock properly?



3. Are all the closet rods secure and in the proper place and painted if necessary?



Kitchen Area



Appliances should be operable, clean and shiny. Use touch-up appliance paint when needed for

scratches or imperfections. Lights inside the appliances should be in proper working order.



1. Check to make sure the disposal is working.



Floor tiles should be clean, shiny and in good condition.



2. Cabinets and drawers should be clean.



3. Paper towel holders, cup dispensers, etc. should always be removed.



4. Shelves should have no paper or debris visible.



5. Countertops should be shiny and in good condition.







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6. Check under cabinets and appliances for built-up dirt.



7. Are the sink stoppers present?



Check for leaks.



Bathroom Area



Mirrors should be clean and highly reflective.



1. Floor tiles should be clean and in good condition.



2. Critically examine the toilet and tub areas to ensure proper cleaning.



3. Old grouting and/or caulking should be removed (with a new application apparent).



4. Examine corners, behind the door and under cabinets for built-up dirt.



5. Sinks, tub and toilet should be extremely clean and pass a white glove inspection. Make sure

decals from tub are removed.



Make sure screw caps are present on all toilet bases and tub stoppers are present.



Check for leaks.



As you inspect the vacant units, make sure you emphasize:



 The key word is... CLEAN, CLEAN, CLEAN! Vacant apartments should smell fresh.

 Strive to achieve a “nearly new” look; no one enjoys living in someone else‟s home.

 Eliminate signs that others have ever lived in the apartment.

 Don‟t forget to clean and make ready rentable garages and storage units.





THE IMPORTANCE OF PROPERTY INSPECTIONS

When driving by or around another apartment property, what is the first thing you notice about the

property? More than likely, it is the overall physical appearance and condition of the property. No

property can obtain new residents or retain current ones unless it is well maintained. Each Manager

must learn to see their property as others do when they come in to visit, to inquire, or to live. The

importance of daily property inspections cannot be over-emphasized.



DAILY



Walking the Property



The Manager is expected to inspect the property every day. Spend a few minutes looking at the

entrance of the property, the condition of the signs, the laundry rooms, breezeways, the pool, a vacant

and available unit, etc.

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When walking the property, take paper, a pen and a small trash bag with you. If something needs

cleaning or repair, make arrangements to do it now... not some time in the future after the damage has

been done to both the property and your public image. There is always something to be checked.

Have a sharp eye for details; look at your property just as you would look at your competitors. See the

lawn, curbs, parking lots, shrubs and flowerbeds. Daily attention to the condition of your property is

the basis for maintaining a sharp appearance that will be noticed by both the visiting public and your

residents.



One of our best means of advertising is the appearance of every property we manage. If a prospective

client drives by your property, would he or she be impressed enough to want us to manage the place he

or she will live and call home?



Daily Maintenance



It is company policy that the maintenance personnel at each property perform certain duties on a daily

basis. These duties are as follows:



Police the entire property at all times. Remove paper, cans, and other debris on the property,

especially around all trash dumpsters.



1. All curb lines should be clean and free of any trash or leaves that have collected in corners and

along curbs.



The receptacles in the laundry rooms, clubhouse, office, and around pool areas should be emptied daily

or as needed.



2. Office entrance, all porches, sidewalks around the club area and laundry rooms should be swept.

Washers should be wiped free of any dirt or dried soap.



3. The clubhouse or other recreational facilities should be in “show” condition at all times.



4. Pools should be tested for chemical treatment and backwashed daily. The pool walls and floor

should be checked for cleanliness and the pool deck should be checked for debris and hosed down.

Any leaves that accumulate in the pool should be removed daily.



5. Make sure all pool furniture is washed daily and neatly arranged in a uniform order.



6. Common breezeways should be checked for cleanliness daily.



7. Look for vehicles, which may need to be moved or removed from the property. Vehicles with

expired tags and/or flat tires or inoperable vehicles should be tagged and towed within the allotted

time frame as indicated on the lease agreement. Photos should be taken of the vehicle prior to

towing as evidence of the lease violation.



WEEKLY



Once a week as the Manager and Maintenance Supervisor inspects the property, he/she will need to

examine specific items to ensure the property is well maintained.



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Maintenance Shops/Storage/Equipment Rooms



As you inspect these rooms, investigate and ask questions. Quite often you can uncover existing

problems by inspecting these areas. Check to see how many items are stored and make sure your

maintenance supervisor is not purchasing unnecessary supplies or excess quantities of specific

materials. Check the maintenance work area making sure it is well kept, clutter is avoided and the

equipment is in good condition. Watch for neglect and abuse.



Lighting



Notice any exterior lights burning during daylight hours. This will indicate timer and photocell

problems. As you inspect the property, look for exterior bulbs to make sure the lighting needs are not

neglected. Watch for broken porch light fixtures, pole lights, etc. The Courtesy Officer should check

during an evening inspection for burned out exterior light bulbs.



Windows and Screens



There should always be a screen for each window. Check for their condition and make note of

necessary replacements. Broken windows should be replaced immediately. (Check to see if

reimbursement from residents should be made in either situation.) Window treatments should appear

uniform. There should be no foil or other “make-do” window treatments.



Covered Parking



Check the roof condition by determining if there are obvious leaks. Ensure that proper lighting exists

or make note of necessary corrections. Check the condition of post supports and make sure the post is

secured properly. Make sure towing signs are present and visible in the carport area.



Signs



Each time you enter the property, consider the condition and effectiveness of present signs. The signs

should be uniform in style, lettering and color. Try to remain objective as you analyze their

effectiveness. They should make locating the leasing office an easy task.



Mailbox Areas



Examine the need for repairs or painting. Usually the most common problem is the application of

residents‟ names. Make sure they are uniform and present a well-kept appearance.



Entry and Walk Areas



Items that residents may consider treasures can be eyesores. Make sure that only necessary items are

in the entry and walk areas. Make note to remove bicycles, motorcycles, toys, etc. These areas should

be swept and free of debris.









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Lawns/Landscaping



Spot-check shrubs and trees for disease. Establish fertilization requirements and make sure the

schedule is followed. Consider placement of flowers or shrubs that would enhance the curb appeal.

Inspect the work of the lawn crew making sure that weeds are trimmed along fences, walkways, and

flowerbeds are clean.



Note: Schedule your landscaping crew to mow on Thursdays or Fridays, so your property looks its best

for the weekend.



Sprinkler Systems



Check timing of sprinklers and adjust seasonally or as needed based on weather conditions. Look for

standing water or large amounts of water, which could indicate a problem. If it has been raining or the

ground is wet, make sure sprinklers are turned off.



WEEKENDS



Saturday and Sunday are the two most frequently used days at the pool, compactor, mail center,

laundry room, etc. Therefore, it is necessary to have these areas checked and cleaned before and/or on

the weekends. Arrangements should be made for someone on staff to do the following:



 Laundry room: empty trashcans, wipe down machines and sweep floors.

 Pool and deck area: Clean the pool and deck area, straighten the pool furniture and pick up

trash and cigarette butts and empty trashcans as needed.

 Mail Center: Pick up litter to ensure a neat and clean appearance.

 Compactor: Run as needed.

 Grounds: Walk the property for trash.



These areas should be checked and cleaned by 9:00 a.m. and again by 5:00 p.m. on Friday. In addition,

someone from the staff should check these areas on Saturday and/or Sunday. This is one more way to

improve our service to our residents.





ENTERING APARTMENTS

PROCEDURE FOR ENTERING AND LEAVING APARTMENTS

(PTE, Scheduled Inspection or Emergency)



When entering an apartment:



 Knock three times loudly, and then wait for 30 seconds for a sound from inside.

 If there is no sound of anyone being home, unlock and open door. As soon as you open the

door, shout loudly, “Maintenance, Maintenance” before entering apartment.

 If you hear the shower running or see someone asleep once you are in the apartment, quietly

leave the apartment, lock the door and come back later.

 Be aware of pets as you are entering.



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Note: Check with the office before entering apartments marked with alarms or security stickers.



When leaving an apartment:



 Make sure any items or furniture moved during the visit is placed back where it belongs.

 Make sure there are no tools or other supplies left in the resident‟s apartment.

 Make sure the work area is left clean and neat.

 Make sure the completed and signed service request or notice is left on the kitchen counter or

any other conspicuous location in the apartment.

 Be aware of lights that were on or doors that were open when you entered and leave the

apartment the way you found it.

 Be aware of pets as you are leaving.

 Lock the door.



Note: If the apartment has an alarm, be sure to set the alarm when leaving the apartment.



Evictions



After the eviction process has been exhausted and all attempts have been made to encourage the

resident to pay their rent and other charges, the maintenance staff may be called upon to enter a

resident‟s apartment with a law enforcement official to remove the resident‟s property. The law

enforcement official will supervise while the maintenance staff removes the possessions of the resident

off the property onto public property.



The possessions left by the resident should be placed in trash bags, boxes or any other container that is

readily available. Furniture and other audio visual equipment will be placed on public property also.

Under no circumstances should a company employee remove any item during or after the

eviction for personal gain! The removal of property owned by a resident from public property or the

resident‟s apartment during the supervised removal of the resident‟s property during the eviction

process amounts to theft. Such action may result in disciplinary action up to and including termination

of employment.



Lock Outs



We do provide a lock out service. For the resident‟s protection, company maintenance personnel or

courtesy officers will require that the resident show proper identification in order for a key to be

provided (Are they on the lease?). If for some reason the resident has no identification, then a key will

not be issued. The office is equipped to make extra keys for residents at a nominal charge.



Residents should be charged a nominal fee, usually $25, for after-hours lockouts. The maintenance

personnel on call or the Courtesy Officer should not accept payments for these services; rather, they

should tell the resident to offer payment to the office the next day. Maintenance personnel and

Courtesy Officers should alert the Manager of any lockouts performed so the Manager can properly

bill the resident for the service.









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SERVICE REQUESTS

All maintenance requests are required to be entered into OneSite, so a proper Service Request can be

generated. Often a resident might stop the maintenance personnel on property and request a repair.

Their response to that resident should be “Please make your request through our office so that the

Manager may schedule the work in an orderly fashion. Plus, I might forget your request if it is not

written down. I know the office likes to follow-up to make sure you are satisfied with our work.”



PROPERTY MAINTENANCE SUPERVISOR RESPONSIBILITIES



1. It is the Company‟s desire for the maintenance team to complete standard service requests

within 24 hours. If standard requests cannot be completed within this time frame, the status of

the service request (s) must be communicated to the resident in writing.



2. Emergency requests should be handled immediately.



3. Service requests that require a subcontractor to make repairs should be given a time limit of

three working days to complete.



4. Service requests for roof leaks, extensive curb and pavement repairs, and extensive structural

repairs could be considered capital improvements, and will be scheduled accordingly.



5. Service requests generated from property walks have to be completed within 3 days. If a

dangerous condition is found, it must be repaired immediately. It is the manager‟s discretion to

issue service requests when the property walk inspection is received or to wait until all items

are completed.



6. As a service to our residents, after a repair is complete, a copy of the completed service request

should be left for the resident explaining the work performed and by whom. It attaches a

name and a person to the work being performed in their home and helps build a rapport with

the resident. DO NOT simply write “Completed” on the service request.



OFFICE PERSONNEL RESPONSIBILITIES



Receiving and Generating a Service Request:



1. Ask questions and complete the service request while you have the resident on the phone or

immediately after. Do not leave any request from a resident on a scrap piece of paper. It will

only be lost or service will be delayed.



 Complete the request form in full, including the resident‟s name, address, specific

complaint and phone numbers. Include all possible information to allow a prompt and

efficient response (i.e., which bath, which sink, which bedroom door has the problem).

This information will help the property engineer find and repair the problem quickly.

 A service request must be written for any service called in by a resident.

 SMILE!  Let the resident know that you care about them and you empathize with

their issue and assure that the staff will complete their service request as quickly as

possible.

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2. Help residents to immediately resolve problems. While you have the resident on the phone:



 If power is lost due to an appliance, ask if they have checked the circuit breaker.

 If their garbage disposal is not working, ask if they have checked the reset button.

 If their air conditioning is not working, ask the resident to turn it off so the repair time

will be cut to a minimum.



These questions and directions could save the Maintenance Supervisor a trip to the apartment and save

our residents from being inconvenienced.



3. Offer realistic completion dates. Never make promises you cannot keep. Be truthful with a

resident, but attempt to give them some idea of when they can expect the work to be completed.

If you are not sure when the work can be completed, make a return phone call after you are able

to make the determination.



4. A service request is generated for any job that the maintenance staff completes.



5. When additional parts must be ordered, someone from the office staff should notify the resident

that the problem cannot be corrected immediately, but the necessary part is on order. DO NOT

DEPEND ON MAINTENANCE PERSONNEL TO DO FOLLOW-UP. Follow-up and

make sure the service request is handled on a timely basis



6. Should a resident phone in a second request, the following steps need to be taken:

 Write “second request” in the body of the service request.

 Alert the Manager that you have taken a service request for the second time.



7. Management personnel should enter completed service requests in OneSite Facilities daily and

perform service request follow up to ensure resident satisfaction.



Instructions on how to enter or complete a service request in OneSite Facilities please refer to the

OneSite Quick Start Training Guide.



SERVICE REQUEST CHEAT SHEET



What to do when service requests are needed:



1. Take the time to understand the service request.



2. Smile!  (They will hear it in your voice.)



3. Ask the appropriate questions.

 The nature of the problem

 Exact location in unit

 How long has the problem existed?

 Phone number where they can be reached

 Do we have permission to enter?

 Do they have any pets?

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15

4. Follow Up - Within 48 hours, the resident should be called regarding their satisfaction.



5. Enter the completed work order in OneSite Facilities. (Should occur daily)



6. File the service request in the “Maintenance” file for the appropriate apartment.



Following-Up



Following up on all service requests is a crucial step in the resident retention program at your property

as well as an important step in providing good customer service. It is company policy that each service

request is followed up on by calling the resident within 48 hours of the completion of the service

request. This shows that we care about the resident and we value their residency.



If the resident is satisfied with the repairs made in their home, then the service request can be entered

into OneSite as complete and then filed away in the maintenance file folder for the specific unit.



If the resident is not satisfied and there is additional work to be performed, enter a new service request

in OneSite Facilities and place in the appropriate new service request bin.



Completing a Service Request in OneSite



Once the resident has been called and you have followed-up with the resident on the service request

and they are happy with the work performed in their home, then you need to enter the completed

service request in OneSite Facilities.



Filing Service Requests:



Once completed, followed up upon, and entered in OneSite Facilities as complete, the service requests

should be filed in a separate file from the resident information file. They should be filed in a separate

file or envelope that stays with the apartment through the residency of all residents. The service

requests ARE NOT filed with departing residents in dead files but remain in the apartment file

throughout its history.



MAINTENANCE & SERVICE REQUEST DO'S & DON'TS



Do not enter a resident‟s apartment unless:



You have been given a written request for Service (Service request form) by an office staff member

who gives you the resident‟s permission to enter their apartment.

Or

1. It is an emergency. (No water, no heat or A/C in extreme inclement weather, no electricity, clogged

toilet if only one bathroom in apartment, leak, flood, fire, etc.)



DO:



Always leave the apartment the way you found it.

Always address the resident as “Mr.”, “Mrs.” or “Ms.”



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16

Always inform the resident about what you are doing and how long it will take.

Always discuss with the resident setting up the necessary workspace and protecting the furniture,

floors, carpets and walls.

Always clean up after yourself, i.e., tools, trash, grease spots, footprints, etc.

Always leave a copy of the service request in an obvious location in resident's apartment (usually this

is the kitchen counter).

Always lock door upon leaving.

Always leave lights on or off as they were found when you entered the apartment. The same rules

apply for doors inside the apartment.

Always watch for pets.



DO NOT:



Use the resident‟s telephone.

1. Leave in the middle of a job to do other work or take a break. If you must leave to get help or

additional supplies, tell the resident or leave them a note if they are not at home.

2. Offer to do extra work. If the resident requests extra work, explain that it is management policy for

you to do only the assigned work. Suggest that the resident call the office to get clearance for the

extra assignment. This policy includes after-hours and weekend requests.

3. Offer your opinion about your job, management, community, other residents or staff. Limit

conversation to the work you are performing.

4. Use the resident‟s bathroom facilities (toilet, sink, tub, shower, etc.).

5. Use the resident‟s kitchen facilities (sink, oven, microwave, dishwasher, refrigerator, etc.).

6. Consume any food, drink or use personal belongings of resident.

7. Consume or take your own food or drink in resident‟s apartment.

8. Look through resident‟s personal belongings (closets, drawers, vanities, mail, closets, etc.).

9. Alter thermostat temperature setting.

10. Leave old material or parts from repaired or replaced item in resident‟s apartment.

11. Follow a resident into their apartment to check something or make repairs when requested directly

by the resident. Explain to resident that they must make all requests for service through the office.

12. Argue with a resident.

13. Watch resident‟s television or listen to their radio/stereo.

14. Let resident‟s pet or pets out of a secured room or cage.

15. Smoke inside or outside the apartment on the patio or balcony.

16. Gossip with your residents about other residents.

17. Make promises you can‟t or have no intention of keeping.

18. Play favorites with your residents. Each resident should be treated with the same interest and

courtesy.

19. Try to settle the resident‟s personal problems.

20. Tell the residents your problems.

21. Party with your residents.



ANNUAL PREVENTATIVE MAINTENANCE INSPECTIONS



Periodically, preventive maintenance will be performed on every community. Following a specifically

determined plan, the Regional Manager, Property Manager and maintenance team will walk each

apartment looking for plumbing and water intrusion issues and examining the general appearance and

condition of the apartment.



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1. On the day prior to entering the apartment to perform preventive maintenance, residents will be

notified that a maintenance staff member is planning to enter the apartment and do the

preventive maintenance.



2. Utilize the apartment inspection forms found in your Forms Manual.



3. After all these checks are completed, the person doing the preventive maintenance leaves a note

in the apartment (usually next to the kitchen sink) to advise the resident that work has been

done in the apartment.





OVERTIME SITUATIONS

The cost of overtime at a property can quickly add up if sound judgments in this area are not made.



THE MANAGER IS RESPONSIBLE TO APPROVE ALL OVERTIME.



Nothing is more upsetting to a resident than having to wait for a service request to be completed; but

realistically, not all service requests constitute overtime. It is important that whoever is responsible for

receiving calls after hours learns to differentiate between routine maintenance requests and true

emergencies. If the call is routine, the resident should be advised that a service request will be made

the next morning. If there is a real emergency, respond immediately!



Any call received by management should always be treated courteously; good public relations play an

essential part in the image you project for the company and your property.



IF MAINTENANCE IS CONTACTED DIRECTLY BY A RESIDENT, THEY MUST CONTACT

THEIR SUPERVISOR WHO WILL DETERMINE WHETHER THE SITUATION REQUIRES

OVERTIME WORK TO BE PERFORMEED.



If overtime is worked, the hours should be recorded on the employee‟s time sheet and Overtime

Reconciliation form the next morning.



The following is a list of occurrences that should be treated as emergencies and would constitute an

“overtime” situation if they occur on a weekend or after hours. This list is only a guide. You should

use your best judgment in each case and put our residents first whenever possible.



 Fire  Situations where the resident‟s safety is at

 Any water leak or flood stake (i.e., the apartment has been broken

 Gas leak into and the locks or windows are

 No electricity damaged).

 Sewer stoppage  Building lights are out

 No heat (if below 55 degrees F)  Frozen pipes

 Refrigerator and/or stove not working  Resident lock outs

 No air conditioning/breaker malfunction  Pool overflowing or serious chemical

 No hot water or loss of water entirely imbalances

 Toilet stopped up (1x1 only)  Entry gate repairs

Issues with building fire or alarm panels

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Overtime Compensation – “On Call” Employees



For employees who are “on-call”, time worked should begin when they pick up the phone to respond

to the page. Reasonable travel time to the community is considered time worked when “on-call”

employees are required to return to the community after hours. Time worked ends when they return

home after completing the job. Because the Company allows for drive time as time worked, mileage

reimbursements will not be payable.







ORDERING SUPPLIES/PURCHASE ORDERS

All purchases require a purchase order. The Maintenance Supervisor must always work with the

Manager and advise him/her of the need to purchase items so that the purchase order can be issued.



IMPORTANT! Under no circumstances are employees to purchase personal items to be charged to

the property. In such an event, disciplinary action could include termination of employment.



Purchase Order System



The Manager maintains purchase orders in OneSite Purchasing. This is used to control spending on the

property and assists the property in staying within the budget.



Capital Improvement Purchase Orders



Capital Improvement items are exclusively those items on the approved Capital Improvement list. The

regional manager who will approve any additional items placed on the Capital Improvement list.



The Manager issues purchase orders for budgeted capital improvements. The Regional Manager must

approve non-budget items.



 The Manager will approve all invoices charged to the Capital Repairs cost codes.



 Apartment upgrade and property expenses totaling more than $250 and not originally on the

approved Capital Repairs list cannot be charged to the Capital Repairs category without prior

approval from the Regional Manager.



REMEMBER! If the item, repair or capital improvement item is budgeted does not mean that you

automatically schedule the repair or purchase the item. Consult your regional manager prior to

making any additional capital purchases.





WARRANTIES

All Warranty certificates and/or information on replacement purchases (i.e. refrigerators, condensing

units, etc.) are kept in a Warranty binder in the office. Record in the upper right hand corner of the

warranty certificate, the following information: Apartment Number Installation Date, Warranty

Expiration Date and then file them in a “Warranty File” folder.

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Keeping the File Current



If you move, for example, a refrigerator that is still under warranty from one apartment to another,

change the apartment number on the warranty certificate. At the beginning of each year, go through

the warranties in your file and discard those that have expired.



Entering Assets in OneSite Facilities



All new or replacement assets for the property must be entered into OneSite Facilities. Assets include

but are not limited to: carpets, blinds, appliances, and air conditioners.



For information on how to enter an asset in OneSite, please refer to the OneSite Quick Start Training

Guide.





CONTRACT WORK

Bids for Contract Work



The greatest opportunity for savings when contracting work is bidding the work. A minimum of two

bids is required on contracts up to $500. On larger capital improvement work in excess of $500, three

competitive bids are preferred. Verification and a copy of the company‟s workers‟ compensation,

general liability insurance and W-9 through Compliance Depot must be obtained prior to any work

being approved to commence.



Insurance and W-9 Requirements



Prior to the commencement of any work, the APPROVED Contractor shall provide the Property

Manager with copies of the following insurance:



 Workers‟ Compensation and Employer‟s Liability Insurance – Minimum requirement of

$1,000,000 each incident, all employees and disease.



 Commercial General Liability Insurance - Minimum requirement of $1,000,000 each

occurrence, $1,000,000 Personal & Injury and Products – Comp/ OP AGG and $2,000,000

General Aggregate.



 Automobile Liability Insurance – Minimum combined single limit each accident requirement

of $1,000,000.



Prior to the commencement of any work, the APPROVED Contractor shall provide the Property

Manager with copies of a valid W-9.



Certificates of Insurance



Certificates of Insurance evidencing the above referenced insurance coverage should be submitted to

and approved by the Insurance/Vendor Coordinator at the home office in Texas prior to the

commencement of work under this Agreement.

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The legal name of the property with the address and phone number of the corporate office shall be

listed as the Certificate Holder.



The Certificate must also indicate that Westwood Residential, Taylor Land Two, Westwood Advisory

Inc., the property and owning entity legal name are additional ensured with respect to all coverage‟s)

on a primary and non-contributory basis regarding Contractor‟s operations. Contractor will provide a

waiver of subrogation applicable to all coverage‟s evidenced by the Certificate in favor of Westwood

Residential, Taylor Land Two, Westwood Advisory Inc., the property and owning entity legal name.





Points to Remember



In order to effectively supervise subcontractors, this procedure must be followed for all contract work:



1. Copies of all contracts will be kept on-site for review.

2. When work is contracted and a bid accepted, the property manager will send a copy of the

contract to the Regional Manager.

3. The Regional Manager must approve the contract work.

4. When the subcontractor arrives on the property, he/she should report to the Manager.

5. When the work is completed, the Regional Manager should inspect the work and approve the

bill for payment. The bill will not be paid without the approval of the Regional Manager.

6. Bills will not be paid unless a purchase order has been issued.





KEYS AND KEY CONTROL

KEY CONTROL



Proper key control is important for all employees and residents. In the event of lost keys, the loss must be

reported immediately to your Manager or Regional Manager.



All keys must be kept in a locked box and must be coded to prevent entry by an outsider into a

resident‟s apartment. The key for the key box must be placed in a “hidden” location in the office or

kept on an authorized individual‟s key ring and should not be left in the key box at any time.



REMEMBER! Master keys and master locks are prohibited. This is a safety and security risk for

both the property and the resident.



KEY CODES



 Must be kept separate from the key box, perhaps in an unmarked file in a desk drawer. Make

sure the key codes are kept electronically on a computer also.

 Only one copy of the key code list should be maintained at the property.

 The key code should not be easy to de-code.

 A copy of the key code should be sent to the corporate office to be placed in the Central Files.









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EMPLOYEE KEY DISTRIBUTION GUIDELINES



Office keys should be issued to the following:



 Regional Manager, Property Manager and Assistant Manager

 Maintenance Supervisor and Maintenance Assistant

 Leasing Consultants

 Housekeepers

 Courtesy Officer (if your property uses an officer that is part of the property staff.)



Maintenance Shop keys should be issued to the following:



 Maintenance Supervisor

 Maintenance Assistant

 Maintenance Tech or Make Ready

 Housekeeper

 Property Manager

 Assistant Manager



Amenity/Common area keys, cards or codes may be issued to all staff members working at that

property. The leasing office will maintain a list of employees who are issued a key(s), the date on

which keys were issued to specific locks, and for what purpose the key(s) was issued. This list should

be kept in the manager‟s files and /or forwarded to corporate office for each employee file (Employee

Key Acknowledgement Form).



GUIDELINES FOR PROPERTY KEYS



 Never leave any key lying out in view of the public. (Keep property keys in leasing desks or in

a secure place.)



 Do not leave your keys hanging in the office door, model door or door of an apartment being

serviced, shown or made ready.



 Never leave keys in your vehicle or in the golf cart.



 Keep your property keys separate from your personal keys.



 Do not mark any property key with a symbol or abbreviation so someone may identify its

purpose.



 Keep your property keys in a secure place when not working.



 All keys issued to vendors must be returned on a daily basis and noted on the key log, which

should be audited daily..



 Maintenance personnel, who check out keys to perform make-readies or other maintenance

duties, must return all keys before the end of the workday.



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 When an employee is terminated, both involuntarily and voluntarily, the vendor/red key locks

and the clubhouse locks should be changed and new keys issues to all remaining employees.



 The Manager should make sure that the Regional Manager has a current property ring of keys

at all times. When locks are changed, a new key should be issued to the Regional Manager.





KEY CHECK-OUT/CHECK IN PROCEDURES

KEY RELEASES (Residents/Visitors/Vendors)



If a resident asks you to let someone into his or her apartment for any reason, the resident must provide

written consent. Residents may use the Key Release Form or any other form as long as the

authorization is in writing. The consent must be signed by the person or persons named on the lease

agreement and a copy of the current written consent should be placed in the resident‟s file.



If a minor child requests a key to enter an apartment, the lease holder must provide written consent to

the request.



IMPORTANT! All vendors, contractors, etc., must sign out keys by using the Key Log and must

initial when keys are returned.



RESIDENT REQUESTS FOR ADDITIONAL KEY(S)



If a resident requests an additional key, the following procedure applies:



1. The resident must provide proper identification, and a new key should be made for the resident.



2. Keys/key tag should not be removed from the Key Box to be given to the resident.



3. The reason for making an additional key must be documented in the resident‟s file.



4. If approved by your Regional Manager, a nominal fee should be charged for the making of an

additional key.



5. The resident does not have to return the key. The key is theirs to keep until move-out.



6. If the key is lost, offer to change the resident‟s locks at his/her expense.



RETURNING KEYS UPON MOVE OUT



Upon a resident moving out, all keys should be returned to management and the employee accepting

the keys should document the transaction on the Move-In/Move-Out Condition Form. If no keys are

returned, a fee will be charged to the resident for each lock.



Note: Should a vendor lose or not return a key, the residents‟ locks will be changed at the vendor‟s

expense.



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KEY POLICIES FOR OCCUPIED APARTMENTS



Move-In



Two apartment and mailbox keys are issued after all rent and deposits have been paid. This should

leave at least two additional apartment keys and one mailbox key on the tag. DO NOT let a resident

move in on a vendor or red key.



Move-Out



All keys must be returned. A charge of $50.00 will be deducted from the Security Deposit if keys are

not returned. If your lease states otherwise, consult your Regional Manager.



Reserve Keys



There should always be at any given time, at least two keys for each apartment on the keyboard. These

keys must be coded and cannot have the actual apartment number on the keys. Additionally, there

should be at least one mail box key on the keyboard.



Lock Change



When a resident moves and returns their keys, the lock of that apartment should always be re-keyed. If

a former resident does not return keys, make sure the lock to that apartment is changed and $50.00 is

deducted from the former resident‟s security deposit. If your lease states otherwise, consult your

Regional Manager.



Staff Entrances



When possible, notify the resident of any plans to enter their apartment, or notify the resident as

specified in the lease. However, if you must enter the apartment, always knock several times before

using the key. Then pause and announce “MANAGEMENT” or “MAINTENANCE” before

entering the apartment.



Lending Keys Non-Residents



Unless prior written permission is given to management, a non-resident cannot receive a key to any

apartment. If written permission is given, place the note in the resident file or Key Release Log so any

member of Management can handle the entry. If the resident telephones the request, we cannot

allow the entry. (Always explain that we require written permission for their protection.)



Pest Control



If the property has a signed contract with the service, these individuals may receive the apartment key

if they can offer the proper identification. If you do not recognize the individual, always question and

call their business if necessary.









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Telephone and Cable Representatives



Written permission by resident required.



KEY CHECK-OUT LOG



This log is used to track all apartment keys, which is necessary to protect the privacy of our residents.

Every time a key is released from the key box, the log must be used and signed by the person accepting

the key. The log should be kept on a clipboard and placed either inside the key cabinet or posted

beside the cabinet. Completed sheets of the Key Log should be filed in a file folder and kept in

permanent files for a period of one year.



A sample of the Key Check-Out Log may be found on the Forms Disk.



TO SUMMARIZE:



1. Person taking a key must sign the Key Check-Out Log.



2. Log must be kept on clipboard by the key box.



3. Log sheets must be retained in a file for a one-year period.



4. Keys must be coded. NEVER label the resident‟s keys or your set of keys (model, clubhouse or

office keys) with actual numbers or identification that would enable an intruder to use the keys.



5. Never issue the entire key ring out for an apartment. One key should be issued instead. Be sure

that the key code is on the key before handing it out. When the key is returned, the key must be

replaced immediately.



6. NEVER GIVE A KEY OUT IF YOU ARE IN DOUBT!





LOCKS

VACANCY LOCKS



When an apartment becomes vacant, you should perform one of the following:



 Re-key the apartment.

 Immediately upon move-out, replace the lock with a “vendor/red lock”.

 The vendor/red lock should remain on the apartment until move-in day. This will facilitate last

minute inspections and showing of the apartment.

 The only apartment key that a leasing consultant, make-ready technician, contractor, etc., will

need is a “show key”.



The procedure for vacant key check-in/check-out is the same as it is with any other apartment key

through the key box system.



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RESIDENT LOCK-OUTS



The Company will allow employees to provide lockout services to residents after hours under the

following circumstances:



1. Resident must provide proper identification to employee and employee must make sure that the

resident‟s name is on lease agreement. If name does not match lease agreement, the employee

will not issue a key.



2. Resident must pay a lock out fee made payable to the property in the amount of $25.00.



LOCK CHANGES



If a resident requests a lock change, the Company, should re-key or change the lock. It is not required

that all residents on the lease agreement sign the request. Any resident making a lock change request

must show proper identification. A key to the new lock must be available to all persons on the lease

agreement. A fee of $25 will be charged to the resident for re-keying door and mail locks.



ADDITIONAL LOCKS



The resident may purchase his/her own lock as long as management is provided a key to gain access.

The Manager must authorize installation of additional locks to exterior doors in advance. These locks

become a fixture and are the property of the Company. All additional or replacement locks and fixtures

must meet local building and fire code.





ALARM SYSTEMS



SECURITY SERVICES / ALARM SERVICES



The approval of the Manager and Regional Manager is required for all security-related contracts.

Employees may not sign any security-related contract without their advance approval.



APARTMENT SECURITY SYSTEM (IF APPLICABLE)



When a new resident leases an apartment, it will be the resident‟s responsibility to contact the alarm

company to activate the system. The alarm company will be responsible for instructing residents on

how to properly use the system.



Maintenance and staff should follow these guidelines when an apartment unit system has been set off

and the resident is not home:



1. Call the police. When the police respond to an alarm call at one of the residences and request

to gain entry, assist the officer(s) in gaining access. Stand by outside the apartment until the

officers complete their investigation. Then secure the resident‟s door.

2. Notify the alarm company of any malfunctioning alarm. Request that a representative come out

and check the system.

3. When the representative arrives, allow him/her access into the residence to repair the alarm

with written notice.

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26

4. Once the representative is finished, secure the resident‟s door. Obtain the representative‟s name

and complete a detailed incident report.



Maintenance Entry



There are no override codes for individual apartment alarm systems. If a maintenance service request is

made for an apartment with an alarm the employee must instruct the resident, at the time of the request,

to disarm the alarm for that day. If routine maintenance is to be performed, a flyer will be distributed

the day before instructing those residents with alarms to disarm them the following day. In the event

of an emergency where maintenance must enter an apartment, the alarm will have to be set off.





ENTRY GATE PROCEDURES

ENTRY GATES



Some communities use entry gates that limit access to visitors and others. Residents may be issued

swipe cards and/or remotes to gain access to the properties, as described in this section.



Hours of Operation



To prevent excessive wear on gate operations and to avoid delaying traffic, the steel gates should open

automatically during the following hours:



 Exit gates: open automatically from 7 a.m. to 9 a.m. (weekdays only)

 Resident entry gate: opens automatically from 5 p.m. to 7 p.m. (weekdays only)



Any changes in the above hours should be discussed with your Regional Manager.



IMPORTANT! During bad weather (i.e. heavy snow, tornado, hurricane, etc.): all gates should be

opened. There will be no other exceptions to the above without permission from the Regional

Manager.



WEEKEND ENTRY GATE MALFUNCTIONS



The following procedure will be adhered to when entry gates malfunction:



1. When either the answering service or an on-site office person notifies maintenance that the gates

are malfunctioning, the staff member must determine whether they are able to be on that property

site within one hour to determine the gate problem.



2. If they cannot be there by the end of one hour, call your Manager to advise him/her of the situation

and to help you determine whether a gate repair service is needed or back-up help is available.



3. The Manager will determine if the situation can wait (if the office is open) or of the repair service

is needed immediately. Follow-up if a gate repair service is called.





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EMERGENCY GATE PROCEDURES



In the event of a power outage, damage to the system, or other emergency, the gates must be opened to

enable residents to enter and leave the property. If there is an inoperative or malfunctioning entry/exit

gate:



If… Then…

There is a problem with an entry/exit The Manager or answering service should

gate… call the Maintenance Supervisor to assess

the problem immediately.

The Maintenance Supervisor determines The Maintenance Supervisor should call

the gate cannot be repaired… a gate contractor.

If the gate contractor determines the gate The Manager should open the gate to

cannot be repaired in a timely manner… allow entry. Call the Courtesy Officer

and alert him/her of the situation and to

make several rounds/night until the gate

is repaired and closed.



DAMAGE TO AUTOMOBILES CAUSE BY ENTRY/EXIT GATES



IMPORTANT! The Company is not responsible and will not pay for damage to automobiles unless

the damage is due to Company negligence or the Regional Manager approves the reimbursement for

damages.



When dealing with an individual whose automobile has been damaged by our gates:



1. The Manager should obtain the following information from the driver:



a. What happened?

b. How did this occur?

c. How did you open the gate?

d. Did the gate cause the damage?

e. Which gate did you pull through?

f. Did another vehicle pull through the gate ahead of you? If so, did you reactivate the gate?

g. Did you follow another car in?

h. Why did you not avoid the gate closing on your car?

i. When did this happen?

j. Were there any witnesses to this incident?



2. Do not suggest that the resident obtain estimates for the repair work. The insurance company will

suggest this, if appropriate. Our suggestion of estimates may give the false impression that the

Company will be responsible for payment of the repair work. If directed by your Regional

Manager to ask the resident for three competitive estimates, then do so.



3. As soon as possible, write up a service request for maintenance to check the gate.









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If … Then…

The maintenance supervisor determines Describe the malfunction identified by the

that the gate is malfunctioning… maintenance‟s service order slip.

Let the vehicle operator know that you will

notify your Regional Manager of the incident.

Take a picture if possible.

If the gates are operating property… Apologize to the resident for the incident, but

not to accept blame. Say something such as,

“Maintenance has found the gates to be

operating properly. While we find no negligence

on our part, we are sorry you‟ve experienced

this.”

If the driver does not feel at fault… Take him/her out to the entrance of the property

and review the signage and proper gate

operating procedures, if applicable or review the

signed Access Gate Addendum from their lease

file.



4. Take pictures (if possible) of any damage done to automobiles, especially if the damage is

extensive or if you doubt that the damage was caused by our gate system. Things to look for:



a. Which side of the vehicle was damaged? Does this match up with the side from which the gate

arm raises and lowers?

b. Does the damage look like it was caused by our gate system?

c. Check for paint color left at the damage site. Does it match up with the colors on our gates?

d. Make sure you attach and send photographs with the incident report, if the Regional Manager

requires.



5. Mangers need to complete an Incident Report by Manager and either e-mail or fax to Holly

Roberts and copy Tom Teague, Brad Hall, Gary Wheat and your Regional Manager.



Note: If an incident occurs after hours, the above guidelines should apply the following business day.





ENTRY GATE SWIPE CARDS, KEY FOBS AND REMOTES



Entry gate swipe cards, key fobs and remotes will be issued to residents and certain other authorized

individuals, as defined in this policy. No card, key fob or remote should be activated in the computer

unless the card, fob or remote is being issued to a specific person. Each card, fob or remote will be

identified in the computer by the cardholder‟s last name, first initial and apartment number.

Management employees must actively discourage unnecessary requests for additional cards, fobs or

remotes. Remember, we are trying to limit access to the property to residents, company employees and

approved vendors. All swipe cards, fobs and remotes should be kept in a locked, secure area until

issued to the resident.









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Residents



Each person on the lease will purchase at least one swipe card, fob or remote to enter the property. No

one will be given access by pressing a pre-determined code into the gate system. The fee for the gate

card, fob or remote is a pre-determined amount set by your Regional Manager based on market

conditions. If the card, fob or remote is lost or misplaced:



 The resident must pay for a replacement card, fob or remote, the amount to be determined by

management.

 The old card, fob or remote must be taken out of the system at the time the card, fob or remote

is reported missing.

 People receiving a replacement card, fob or remote must initial the changes in the Access Gate

section of the Community Rules and Regulations, which is kept in their lease file.



Resident’s Visitors



If the resident requests an extra card, fob or remote, it is important to investigate why the resident feels

that an extra one is necessary. There are a few reasons for which we will issue and additional card, fob

or remote:



 Nurse or medical caregiver needs regular access to assist resident.

 An elderly resident requests access for family member or friend that checks in on the resident.

 A resident requests access for someone who regularly takes care of a pet.

 Other special circumstances.



The procedure for issuing a swipe card, fob or remote to an approved regular visitor is as follows:



1. Only one additional card, fob or remote may be assigned. The total number of swipe cards, fobs

or remotes granted per apartment equals the number of occupants listed on the lease plus one.

2. The resident will pay a fee for the extra access card, fob or remote.

3. The resident must sign an Application Change Form that identifies the individual receiving the

card, fob or remote and his/her driver‟s license number should be noted on the form. This

information should also transfer to the Community Rules and Regulations.

4. The form is filed in the resident‟s permanent file.

5. The additional swipe card, fob or remote must be coded and the number registered. The card,

fob or remote should be coded into the computer as follows: Apartment number of resident and

visitor‟s last name.



Note: The resident always has the right to have the card, fob or remote removed from the system. The

original request should be retained in the file, and the reason for the card‟s removal should be

documented on the Application Change form and the Community Rules and Regulations.



Employee Swipe Cards, Fobs or Remotes



All on site company employees may be issued a swipe card, fob or remote for the property on which

they work.







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Replacement Cards, Fobs or Remotes for Visitors and Employees



The Company will charge a fee for each replacement card, fob or remote. At the time a swipe card, fob

or remote is reported missing, the Manager must take the old number out of the computer. The

Manager can then issue a replacement card, fob or remote.



If… Then…

A card, fob or remote is lost or The resident is charged a replacement

misplaced… fee.

A remote, fob or card is stolen from a Replace the resident‟s device free of

resident… charge after a police report is received

and filed.

A card, fob or remote is not returned at The resident is charged a replacement

move-out… fee.

A card, fob or remote is damaged or quit Inspect the device to ensure damage

working… wasn‟t caused by resident negligence.

Replace the resident‟s device free of

charge.





PEDESTRIAN GATES AND SIMPLEX LOCKS

The Maintenance Supervisor should change the pedestrian walk gate, laundry, activity center, and pool

access numbers at least twice per year. At the time of the change, management will determine the new

codes. A letter should be sent to the residents telling them to stop by the information center to receive

the new codes. Do not post the new codes in the common areas or in the letter sent to the

residents.





BREEZEWAYS

We believe that “curb appeal” plays a significant role in attracting new residents to our properties and

in establishing a positive image within the community. We also believe that each resident should

expect his/her building and surrounding area to be maintained in an equally attractive manner.



Of significance in this area are breezeways. For our purposes, we define a “breezeway” as any

walkway, alcove, portico, hallway or other such common area in and around a building. These areas

are important because they comprise a part of the resident‟s home and are visible to residents, guests

and prospective residents alike.



BREEZEWAY MAINTENANCE PROCEDURES



The key to clean and attractive breezeways is regular, effective maintenance. Each property should set

up a realistic schedule to ensure that all buildings are given proper attention at regular intervals.









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31

Ceilings



Periodic ceiling maintenance is required to eliminate the accumulation of cobwebs and other debris.

The ideal tool for this job is the 18-foot telescoping aluminum pole (pool pole) with a brush

attachment. Either a brush or a wad of cloth can be used in the clamp. For lower ceilings, use a broom.



Note: Always begin cleaning in the upper breezeway and work downward.



Walls



A major problem is dirt dauber nests. During the warmer months of the year, it is imperative that

regular inspections are conducted to spot these nests, and those steps are taken to eliminate them

before they begin to enlarge.



The telescoping aluminum pole with a scrub brush attachment is a good tool for the job in areas that

cannot be reached by hand. In lower areas, a brush or broom should be used. The sharp corners and

edges of the brush are useful for scraping off the dried mud that makes up these nests. Once the major

portion has been scrapped off in this manner, the remainder can be brushed away. Always remember to

sweep away all debris left on the floor, and to clean and dust any doors, threshold plates and railings

affected by this process.



Additional cleaning is sometimes required on walls to eliminate cobwebs and lime, which cling to the

rough siding. In most cases a broom or brush does this job quite well. On areas that can be easily

reached by hand, use a brush without a handle. This is an excellent way to clean baseboards and

doorframes.



If mildew is found on walls or the outside siding, it should be removed as soon as it is visible,

replacing any siding as necessary.

Some breezeways are built with a product called hardy plank or hardy board. This type of siding is

susceptible to dirt and grime accumulation over time. In order to clean these porous types of products,

a telescoping aluminum pole with a scrub brush attachment is best to use with a degreaser product to

aid in the cleaning.



Lights



All breezeway lights will require frequent cleaning inside and out due to the accumulation of cobwebs,

flies and other insects attracted to light.



The following steps should be taken in order to expedite the process of cleaning lights:



1. Have your Maintenance Supervisor order extra light covers and bulbs.



2. Carry a supply of clean light covers with you, and replace each dirty cover with a clean one while

you are on the ladder. (Be sure to clean the reflector and the ceiling area around the light while on

the ladder.)



3. Take all dirty covers back to your work area and clean them there.



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32

4. Broken covers must be replaced.



5. Always use caution when working on ladders. Any lights not easily reached by six-foot or ten-foot

stepladders should be brought to the attention of the Property Manager and Maintenance

Supervisor.



Doors



Doors require one of three types of routine maintenance depending on their condition: dusting,

washing or treating. The primary objective of each procedure is to maintain a clean and shiny

appearance.



 Dusting: If the door‟s paint is in good condition, regular dusting should be the only maintenance

needed.



 Washing: In cases where the door is exposed to the elements or other conditions, which affect

its surface, washing may be required. Use only oil soap or Spic „n Span type products that have

been mixed according to the package directions.



Note: Always be careful when using water around a resident‟s door, as it is easy for water to enter the

apartment by running over or under the threshold plate. All doormats should be moved away from the

door prior to cleaning.



Threshold Plates



 Scoring: Use a Brillo pad, Scotch Brite or SOS pad to scour the plate. If plates are in good

condition, one pad may clean two. Rinse away residue.



 Rinsing: Use a divided pail when cleaning thresholds. One side should always hold cleaning

water to rinse plate with sponge. Do not put pad in rinsing water.



Note: A brush and oil soap may be needed on extremely dirty thresholds.



Note: Always be careful when using water around a resident‟s door, as it is easy for water to enter the

apartment by running over or under the threshold plate. All doormats should be moved away from the

door prior to cleaning.



Railings



Railings collect dust, dirt, pollen and cobwebs and can look very unattractive. Regular dusting and use

of the angled broom will keep them clean.



 Dusting: If the paint on the railing is in good condition, regular dusting should be the only

maintenance needed.









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33

 Washing: In cases where a railing is exposed to the elements or other conditions, which affect

its surface, washing may be required. Use only oil soap or Spic „n Span type cleansers that have

been mixed according to the package directions.



 Painting: Buy touch up paint and paint railings as needed if dusting or washing does not suffice.



Note: The term “railing” refers to all parts of the stairway (i.e. banisters, staircases, tread boxes.)



Floors



Allowing for seasonal conditions, floors should be kept clean of leaves, dirt, grass clippings, trash, etc.,

on a regular basis. An accumulation of cobwebs attracts these items and exaggerates the condition of

the breezeway. While a broom is preferred for sweeping the floors, a power blower can be used if other

cleaning procedures are done properly and on schedule to eliminate dust and dirt. If breezeways are

painted, you should touch up chipped areas, as needed.



Note: The angled broom is the best tool for cleaning ceilings, lights, walls, floors, and alongside stairs

where these areas are easily accessible. Caution should be used when pressure washing or using a hose

around doors and walls in the breezeways.



Entryways



Remove any trash, cigarette butts and debris from all areas adjacent to and in front of landings and

along sidewalks and parking lots leading to buildings.



Light Covers



Overhead light covers should be washed with Citronella oil as follows:



1. When washing light covers, first remove all bugs with a dry rag.

2. Take two ounces of Citronella oil and mix with one quart of warm soapy water. Stir mixture. (This

should be enough to clean 50 dome lights.)

3. Wash lights as usual, and shake off excess moisture from light covers.

4. Reinstall light covers.





MILDEW REMOVAL

Procedure



Prior to removal of porous and non-porous materials:

 Wear rubber gloves, appropriate clothing and shoes, and face and eye protection during the

cleanup of the area.

 Turn off HVAC equipment.

 Make sure the area is well ventilated at all times.

 Read and follow the instructions and safety data sheets of all chemicals used.





Maintenance

34

For non-porous materials and structural wood framing:

 Wipe all surfaces with bleach and water or detergent and water solution.

 Use a stiff brush or cleaning pads with detergent and water on all uneven (rough) surfaces (i.e.

ceramic tile, concrete).

 If sanding or a dry wire brush is used to remove visible water damage on hard surfaces, then a

vacuum cleaner should be used to capture dust released by the process.

 Upon completion, damp wipe all surfaces clean with water. Use a wet/dry vacuum if

necessary.

 Let all materials dry overnight.



For porous materials (sheetrock):

 Remove and discard all porous or cellulose material that appears to be damaged by water

intrusion. Before cutting out drywall, tape plastic sheeting six inches beyond the wet area and

tape down to limit the release of the dust into the area.

 Replace the removed building materials with new, clean, dry building materials.

 Kilz the area of material replaces and re-paint.



Final clean-up after removal of porous and non-porous materials:

 Vacuum entire work area and areas used by workers.

 Be sure to thoroughly wash hands and face.





POOL MAINTENANCE

Each pump room should have:

 1 Test Kit (Keep in the leasing office due to heat sensitivity.)

 1 First Aid Kit

 1 Pair of Safety Goggles

 Posted Daily Pool/SPA Report – Must be updated at least once per day or as indicated by your

city inspector.



These items should be kept inside the pump room at all times. The goggles must be worn by anyone

working in the pump room. This will prevent damage to eyes and prevent illness should a chlorine line

burst. An eye-flushing kit should be included in all office First Aid Kits. These can be purchased at

any drug store.



Swimming Pool Gates



All swimming pool gates on all properties must have self-closing devices on them and must be

checked frequently to make sure they are working properly. Swimming pool gates need to be checked

daily.



Pool and Spa Maintenance



Maintenance of water clarity and purity in spas is similar to swimming pool maintenance. However,

because of the higher temperature and much smaller volumes of water in spas, more careful attention



Maintenance

35

must be paid to water balance. Spa water chemistry can change quickly because of the small volume

of water and misuse of chemicals.



Chlorine is very unstable in higher temperatures, and, to ensure its effectiveness, the following

balances must be obtained:



Free active chlorine (FAC): This is measured by the Taylor test. It must be 2.0 to 4.0 ppm (parts per

million). This chlorine residual can be maintained by insuring that the chlorinator is never empty.

Generally, add no more than five sticks at a time, and check frequently. If the chlorine level drops too

low, super-chlorinate with a few ounces of granular chlorine. The key here is to not add too much

chlorine as granular chlorine raises the pH. and the acid levels. With any chemical, add small amount

and recheck in an hour. If necessary, add more.



pH: The pH is the single most important balance because water clarity and purity is affected if the pH

is off. Low pH (acidic) is corrosive and can damage equipment and dissipate chlorine. Use soda ash or

bicarbonate of soda to raise the pH. Ideal ranges are 7.4-7.6. When the pH is below 7.0 AND the Total

Alkalinity is below 80ppm, first test for metals and then use Soda Ash to adjust pH and TA. When the

pH rises above 7.6, it can be lowered with muriatic acid.



Total Alkalinity (TA): This measures the alkaline material, bicarbonates, carbonates, etc., present in

the water. Total alkalinity should be 80-100 ppm. To raise TA, use sodium bicarbonate. To lower TA

use muriatic acid in frequent small doses, being careful not to let the pH get too low. In most cases, a

more simple method would be to drain one-half or more of the pool or spa and refill with new water.



Cyanuric acid (Stabilizer): This should be between 30-50 ppm. The chlorine can be less effective if

it is higher.



Procedure:



1. Carefully read the testing instructions that come with the test kit for information on properly testing

your pool or spa water.



2. Check chlorine and pH at least 2 times per day and adjust as necessary. Use the Pool and Spa Log

to record readings and action taken. Check the chemical levels more often if required by your city.



3. Check total alkalinity and cyanuric acid once per day.



4. Add no more than five chlorine sticks to chlorinator at a time. If the chlorinator is putting out too

much chlorine, close the valve, but be careful not to leave it closed too long or the chlorine levels

may drop quickly. It is basically a trial and error process.



5. Keep in mind that the type of chlorine used in sticks or tablets releases a form of acid as they

dissolve and can lower pH quickly. Also, granular chlorine (Calcium Hypochlorite) tends to raise

pH.



6. Good filtration is needed to maintain water clarity. Backwash for up to 3 minutes twice daily as

needed. Generally, the circulating pump should run 24 hours a day, especially if heavy use is

anticipated.



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36

7. In addition to proper filtration, proper cleaning is essential. Vacuum if there is fine sediment on the

bottom. Generally, brushing the walls and bottom frequently and skimming will accomplish a lot.

Closing the skimmer completely and brushing towards the main drain can be very effective.



8. Never add large amounts of any chemical to the spa at one time. Small amounts can make big

change in water chemistry.



9. No matter how carefully chlorine residual is maintained, chlorine and other contaminants can build

up in the spa, causing a chlorine odor. To eliminate this, super-chlorinate with a few ounces of

granular chlorine. Generally, it is effective to super-chlorine after heavy use, rainy weather, or

when there is low chlorine.



10. When mixing chlorine, never add water to granular chlorine.



11. Make sure the lids are placed back on chemical containers.



Pool Maintenance Troubleshooting



Below are some of the problems that may be encountered and the possible causes and solutions. This is

meant to be a general reference guide. The best way to avoid any problems is to ensure that the water

is balanced at all times and to have a sound pool maintenance program that includes frequent testing,

good filtration and sound cleaning procedures.



Problem Cause Solutions

Cloudy or hazy water High pH Adjust pH to 7.4-7.6

Filtration inadequate Backwash filter

Stabilizer too high Increase filtering time

Dilute with fresh water to get

Ph down



Chlorine odor Water contains ammonia that Super-chlorinate

combines with chloramines Adjust pH to 7.4-7.6





Low pH Raise pH with soda ash

Low alkalinity Raise total alkalinity with

sodium bicarbonate

Greenish cast Free floating algae Super-chlorinate

Adjust pH to 7.4-7.6

Use Algaecide 60 and brush

pool

** Never use granular chlorine; use bromine instead.



Spa Maintenance Troubleshooting



Below are some of the problems that may be encountered and the possible causes and solutions. This is

meant to be a general reference guide. The best way to avoid any problems is to ensure that the water

is balanced at all times and to have a sound spa maintenance program that includes frequent testing,

good filtration and proper cleaning procedures.



Maintenance

37

Problem Cause Solution

Cloudy or hazy water High pH Adjust pH to 7.4-7.6

Filtration inadequate Backwash filter

Increase filtering time

Low chlorine residual Super-chlorine

Adjust pH to 7.4-7.6

Stabilizer too high Lower with muriatic acid or

dilute with fresh water

Chlorine odor Water contains ammonia that Super-chlorinate

combines with chloramines Adjust pH to 7.4-7.6

Water turns green, blue green Low pH Raise pH with soda ash

or milky when chlorine is Low alkalinity Raise total alkalinity with

added sodium bicarbonate

Greenish cast Free floating algae Super-chlorinate

Adjust pH to 7.4-7.6

Use Algaecide 60 and brush

spa

** Never use granular chlorine; use bromine instead.





GOLF CART PREVENTATIVE MAINTENANCE

Golf carts must be serviced on a regular basis to prevent costly repairs and battery replacement.



On a weekly basis:



1. Inspect water level of each battery cell and fill to the proper level with distilled water only.

2. Check tire pressure and tire wear. When tires become excessively worn, replace with new ones.



On a monthly basis:



1. Check all battery terminals and tighten if necessary.

2. Check brake pads for excessive wear. If replacement is necessary, have an authorized company do

the work.



On a bi-annual basis:



1. Grease all fittings every six months with a general-purpose grease gun.



Note: Before making any purchases or having a contractor perform maintenance on the golf cart(s), be

sure to ask for Regional Manager approval before purchasing new tires.





TIPS FOR REDUCING ENERGY COSTS

In an effort to reduce energy costs, you should consider the following:



Check to ensure that all lights, heaters/air conditioners in vacant units are turned off and the

refrigerator is set to the lowest setting. Lights will only be turned on when showing the units.

Maintenance

38

 Check and adjust pool heater at main pool and spa to ensure the heater units are running properly

and on the lowest setting to remain effective.

 The installation of energy-efficient lighting on the property.

 Annual inspection of central water system boilers and HVAC chillers.

 Change A/C filters regularly.



Instruct maintenance personnel to inspect and repair any dripping faucets or running toilets during each

entry into apartments for service requests.







COLD WEATHER PROCEDURES

The following precautionary measures should be completed prior to the onset of the cold weather

season each year where sub-freezing temperatures are expected. Our goal is zero broken water lines. If

you have any walls, floors or attics that need additional insulation to prevent pipes from freezing,

please notify your Regional Manager.



PRECAUTIONARY MEASURES



1. Make sure drains are properly insulated with covers.



2. Disconnect electric water coolers and store in the shop. (Do not store in or near pump room or

pool chemicals.)



3. Set all pool pump timers for eight-hour operation (12:00 midnight to 8:00 a.m.).



4. Make sure that all building main water cut-offs are marked on the building with clear reflectors.



5. Send a reminder note to all residents outlining tips they can perform to ensure their apartment is

free from unnecessary floods or leaks.



6. Put out freeze warning signs throughout the property as a reminder to all residents.



7. Open all cabinets and let the faucets drip in vacant apartments.



8. Make sure heat is set on 50 degrees.



9. Make sure all irrigation systems are drained and winterized.





UTILITY OUTAGES

During a utility outage, employees must respond immediately by notifying the utility company and

residents. Rapid notification expedites the repair of the utility outage and minimizes any inconvenience

to the residents. For the duration of the utility outage, it will be very important to keep residents

informed as to the status of the situation.

Procedure



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39

In the event of a utility outage on the property, the following procedures apply:



1. Check for injury.



2. Do not touch or try to move any downed line.



3. Contact the appropriate utility company to report the outage or lines down and request repair.



4. If applicable, block off area where power line is down and monitor until the Power emergency

crews arrive.



5. Notify corporate of the outage. You may be able to send and receive call using the fax phone,

as it is not part of your electrical phone system.



6. Determine the extent of damage and length of time needed to make the repairs and restore

service.



7. Notify the answering service and supply them with specific instructions (approved by a

Regional Manager) for responding to inquiries about the situation.



8. Notify your Regional Manager.



9. If necessary, work with residents to locate interim, short-term accommodations.



GAS LEAK



Report all possible gas leaks or gas outages immediately to the local gas company. For a Major Gas

Leak (broken or cut line):



1. Call the gas company.



2. Call the fire department.



3. Evacuate the area.



For a Minor Gas Leak: Call maintenance personnel.



LOSS OF HVAC



Intense summer heat or extreme winter cold may create hardships for residents with health problems or

disabilities. Therefore, repair of heating, ventilating and air conditioning systems may sometimes need

to be handled as an emergency situation.



Procedure



Follow these procedures when treating loss of HVAC as an emergency:

1. Upon receiving a service request from the resident, prioritize completion of the service request

as quickly as possible.



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40

Note: Do not service HVACs on rooftops after dark.



2. If the repair cannot be completed within 48 hours of the request, work with the resident to

secure interim housing, preferably on the property.



3. Provide instructions to the answering service indicating that in extreme weather conditions,

HVAC service requests may be treated as an emergency situation and emergency on-call

procedures are applicable.





GENERAL MAINTENANCE PERSONNEL POLICIES

1. Maintenance personnel are expected to dress in company approved maintenance shirts for work.

The company will supply these shirts at no cost to the employees. In case of termination, the shirts

must be returned before receiving a final paycheck. (This applies to properties that supply their

maintenance teams with shirts.)



2. Maintenance employees are expected to conduct themselves in a courteous fashion at all times,

whether interacting with residents or other employees.



3. Maintenance employees are required to present a neat and clean appearance when reporting to

work.



4. Maintenance employees are responsible for immediately reporting any job-related injuries and

accidents to their supervisor.



5. The consumption of alcoholic beverages or use of illegal drugs during working hours, while on call

or during lunch is sufficient cause for immediate termination.



6. An employee may be charged for damages or replacement charges for equipment that is damaged

or lost due to their negligence.



7. Maintenance employees will not be permitted to perform maintenance work for parties other than

Westwood Residential/Taylor Land Two during their working hours.



8. Smoking is prohibited in resident apartments or any common areas such as the leasing office or

amenity areas, maintenance shops, or while driving or riding on the golf carts.



9. Personnel should never use the property‟s equipment for personal use. No tools or equipment

should ever leave the property for any reason.









Maintenance

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