Chapter_4-Move-In_and_Move-Out_-_Final by pengtt


Different properties use different apartment rental applications. Many times they are specific to your
local or state apartment association and may be governed by the laws of your state.

            Arizona – Arizona Attorney Application (Referenced from TAA Application)
            New Mexico – Apartment Association of New Mexico – (AANM) application
                     Texas - Texas Apartment Association (TAA) application
                     Utah – Utah Apartment Association – (UAA) application
                Washington – National Apartment Association – (NAA) application

Before the application is submitted for approval, the leasing professional will have qualified the
prospect making sure they meet all applicable occupancy and income requirements. The General
Rental Requirements will be given to each applicant at the time they lease their apartment and the
Rental Application Approval Guidelines will be used to verify and approve the application.

For more information on qualifying your prospect, please refer to Chapter 3, Sales, Marketing &
Resident Relations.


The rental application has been designed to allow for a financial background check on all prospective
residents. Each resident is required to complete one copy of the application form. An application must
be submitted by each resident or occupant 18 years of age or older. Husbands and wives may
complete one application. In the case of roommates, co-signers or unmarried couples, each person will
complete a separate application.

Note: Applicants who are under the legal age of 18 are not allowed to be leaseholders unless the
Property Manager receives their parent or legal guardian’s written consent or they are emancipated and
can provide documentation to the fact.


   1. The prospect/applicant accurately completes the application; signing all required places. You
      should always make sure the names on the application and their ID match, therefore when you
      screen the applicant’s criminal and credit history; you are screening the correct person.

       Note: Washington Properties make a copy of the applicant’s current Driver’s License or
       Government Issued Photo Identification.

   2. While the applicant is completing their application, the leasing professional should be
      preparing the “pre-lease paperwork”.
          General Rental Requirements
          Fee Schedule
          Rental Concession Addendum (if applicable)
          Security Deposit Agreement (Washington Only!)
          Employment and Rental Verification forms

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   3. For TAA, NAA, and AZ applications, complete the top portion of the back of the application
      for the resident. It is company policy that this portion is completely filled in and the leasing
      professional explain this portion to the resident, making sure they fully understand the terms
      associated with renting the apartment, especially paragraph #7 which states that the deposit is
      not refundable if the applicant cancels their application for any reason before or after approval.
      Make sure all parties sign the bottom of the back of the application. Be sure to complete the
      receipt portion as well.

   4. For Utah and New Mexico Properties, the contemplated lease information is on the bottom of
      the application. It is company policy that this portion is completely filled in and the leasing
      professional explain this portion to the resident, making sure they fully understand the terms
      associated with renting the apartment.

   5. Review the pre-lease paperwork with your applicant. Go over thoroughly the Fee Schedule,
      General Rental Requirements and Security Deposit Addendum (WA only). Ensure that your
      prospective resident understands and is fully aware of how their application will be processed,
      verified and approved. It is also important to ensure that they understand the Fee Schedule and
      monetary responsibility they have when they come to move in.

   6. Collect the deposit and application fees in two separate checks or money orders. Make sure the
      sections of the application are correctly completed with payment information. The application
      fees are immediately deposited in to the bank, while the security deposit is held until the
      application is verified and approved or denied.

       Note: Washington Properties collect Money Orders ONLY, not Personal Checks.
       Additionally, Washington refers to the security deposit as a “Holding Fee” until the
       applicant is approved and the fee is posted. At which time the fee becomes the security

   7. Make copies of the application and all pre-lease forms the applicant signed.

Once the prospect(s) submits an application, pays all applicable fees and security deposits, an
apartment has been selected based on their preferences, all pre-lease paperwork is signed and the
application is entered into OneSite the apartment is considered to be “taken off the market”. When the
prospect(s) leaves our offices, the approval process begins.

Additional Forms

The Move-In Checklist form is the guideline and checklist to use for completing the approval process
and organizing the resident lease file. It is the cover page to the lease file and should be placed on the
left side of the file. More information concerning the form may be found in Chapter 9, Office
Organization. A sample form may be found on the Forms Disk.

Additional forms that will be completed and included in the file prior to placing it in the application
tray for the Assistant Manager or Bookkeeper to enter into the computer are:

 1. Application Verification
 2. Credit Report

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 3.   Copies of paycheck stubs and other supporting documentation
 4.   Guest Card
 5.   Copies of Photo Identification (Washington Properties only)
 6.   Copies of Immigration Documents for International Applicants (See page 7)

After the verification process has began, place all verification forms, credit report, etc. behind the
application on the left side of the file folder in the order of the Move-In Checklist.


Security deposits are the resident’s funds, held in earnest for them until the terms of the lease are
completed. Security deposits are not considered property income. A security deposit is paid to secure
an apartment and “take it off the market”. Security deposits are comprised of the refundable security
deposit and the non-refundable administrative fee. Both parts of the deposit are paid, along with the
application fee, at the time the apartment is leased. Security deposits will vary by property based on
market conditions.


IMPORTANT! We are an Equal Housing Opportunity Provider and process all applications for
residency using the same criteria.

Detailed information regarding the guidelines to verify and approve an application can be found in the
Rental Application Verification Guidelines. Based on these guidelines, applicants are scored on their
worthiness in each category listed below.

 Credit History                                         Job Stability
 Rental/Mortgage History                                Criminal History
 Rent to Income


   1. Organize and prepare the lease file as per the Move-In Checklist.

   2. Accurately enter the application into OneSite.

   3. Applications must be submitted to an approved credit verification company. Log on to and submit the application to your credit reporting service (Resident
      Data.) The reporting service will check credit history, criminal history, check writing history,
      eviction search, etc.

   4. While the credit and criminal reports are pending, begin verifying the applicant’s rental history,
      job stability and rent to income.

              Verify rental history by faxing the Rental Verification form to their most recent
               landlord. If the applicant has lived at more than one location that can be verified, then
               send the Rental Verification form to all applicable previous rental locations. If the
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               applicant sold their home or currently lives in their home, in most cases their mortgage
               history will reflect on their credit report, therefore the Rental Verification form would
               not be needed.

              Job Stability and Rent to Income will be verified by the last four (4) paycheck stubs and
               the information provided on the Employment Verification form, which is submitted to
               the applicant’s direct supervisor or payroll administrator. If the applicant is self-
               employed, then tax statements and/or the last 6 month’s bank records will be used to
               verify income.

   5. EVERY applicant over 18 must be checked. The same procedure for checking an application
      will be followed on all applicants.

   6. All information gathered on the applicant and the points scored will be noted on the
      Application Verification form. This form may be found on your Forms Disk.

REMEMBER! The best practice is to approve all applications and notify the applicant with approval
or denial within 72 hours, however, the application allows for up to (7) seven days. After the seventh
day if the applicant has not been notified of their approval or denial, they have the right to cancel their
application and be entitled to a deposit refund.

The MANAGER is responsible for approving all applications. The application must be verified and
approved before you allow the applicant to move in. The lease will not become effective until the
Manager approves the application.

When processing an application, you must be consistent and make determinations equally. The
guidelines set forth for approval are based on a point rating system. An applicant must qualify for
approval by having the minimum amount of points required to be approved. The point system is found
in the Rental Application Verification Guidelines.

Accepting an Applicant

   1. Notify the applicant of his/her acceptance as soon as the Property Manager gives you approval.
      The applicant should be notified by phone and in writing. A leasing person must sign and date
      the back of the application signifying that the applicant was notified.

   2. If a letter was sent notifying the resident of their approval, retain a copy for his/her file.
      Feel free to add any personal comments to these letters. This personal touch will go a long way
      toward making the new resident feel welcome.

Note: If there are any delays that affect scheduled move-ins for future residents of new construction,
these prospective residents should also be notified by both telephone and letter.

Rejecting an Applicant

If an applicant does not meet the qualifying criteria, then the application should be rejected. An
applicant should automatically be declined for:
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        False or fraudulent application.

        Negative criminal background information such as: felony pending cases, deferred adjudication
         or conviction, misdemeanors or pending cases relating to violence against a person or property,

        Negative credit or rental information and the applicant is unwilling to settle some or all of the
         bad debt needed to achieve approval or the applicant is unwilling to pay an additional deposit
         or secure a co-signer.

Denied applicants or applicants Approved With Conditions must be notified of the decision promptly,
both by telephone and in writing using the Adverse Action Letter from Resident Data. (Federal law
requires this written notification). A copy of the letter should be attached to the application and placed
in the designated “Cancellation/Denial” file or if the applicant was approved with conditions and
accepted the terms of the condition; place the letter in the lease file.

Note: Refused applicants have the right, under Federal law, to make a written request as to the reasons
for the denial. If the request is made, the Manager must disclose the nature of the information within
60 days by providing an Adverse Action Letter.

Additional Deposits (Residents Approved with Conditions)


At times there may be a requirement for an applicant to pay an additional deposit in order to be
approved for an apartment. There are specific guidelines regarding the payment of the additional

   1. Additional deposits must be paid within 48 hours after we notify a resident their application has
      been approved with conditions. If after the 48 hour period expires and the additional deposit
      has not been paid, then the application will be rejected.

         Note: if the applicant is unable to pay the additional deposit within 48 hours, but is still
         interested in being a resident at your property, transfer them to a waitlist, so that you are not
         holding the apartment off the market while your applicant is trying to pay their deposit.
         However, if your applicant needs an additional day or two to pay the additional deposit, i.e. the
         48 hour period expires on a Wednesday and your applicant will be paid on Friday, then consult
         your Regional Manager and decide the best solution for your property. You may decide to
         extend the period for paying the deposit.

   2. If an applicant cancels their application after being approved with conditions and they have
      paid and we have posted their additional deposit, they lose their entire deposit – both the
      regular security and additional deposits.

   3. Additional deposits are potentially refundable and should be indicated on the first page of the
      lease with the regular security deposit. The additional deposit is just that, an additional amount
      paid to secure approval for the apartment. Additional deposits should never be reduced or

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       added with the existing security deposit to reach the base rent amount. For example, if you
       lease an apartment for $595 and the refundable security deposit for that unit is $125 and the
       applicant is required to pay an additional deposit, the amount you should collect and show on
       the lease is $720, not $595 where you have only charged $470 for the additional deposit.

       NOTE: For all New Mexico properties: New Mexico tenant laws states that deposits cannot
       exceed the value of the base rent on the apartment. For example, if your apartment leases for
       $595 and the security deposit is $125, then you can only charge the applicant $470 in additional

       **Additional Deposits of two to two and one half months can be held on the deposit ledger
       until the last month of which the additional deposit CAN be used for rental payment.

Handling the Deposit

If an applicant is rejected, the security deposit including the non-refundable administrative fee should
be refunded. Simply mail the check back to the applicant or if the applicant wants to stop by the office
to retrieve the check, they may do so. If mailing the check to the resident stamp VOID on the check
and make a copy for the file. If the resident is picking up the check from the office, make sure the
resident signs for the check and the signature is in the file.

Note: If the application has been approved and the applicant fails to occupy the apartment, the entire
deposit is forfeited as liquidated damages to the Cancellation Fee code in OneSite.


Once the Manager approves the resident application, someone from the office should immediately
phone the applicant informing them of their approval and making note of the phone call on the
application. The file is then placed in the “Waiting to be Typed” file bin. At least one week before the
resident is scheduled to move-in:

    Phone the resident to verify their move-in date and schedule a time to sign their lease and pick
     up keys.

Note: It is a good practice to call the applicant with approval and then immediately schedule a date for
the applicant to sign their lease and all addenda. This will lock the applicant into the lease and
hopefully reduce the possibility of a cancellation. At that time, schedule the time they will be picking
up their keys.

    The apartment should be walked noting any cleaning or maintenance issues that need to be
     addressed. Notify the Manager of any maintenance issues that would affect a smooth move in
     for the resident.

    After the maintenance items are completed, re-inspect the apartment.

    Type the lease and prepare all addenda.

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    Verify maintenance has cut the correct amount of keys for the apartment and mailbox and they
     are hanging in the key box.

    Verify maintenance has programmed all necessary swipe cards, remotes, etc. for the gates and

    Place the completed resident file in the “Waiting to Move-in” file bin behind the day of the
     scheduled move-in.

International applicants are applicants that have recently moved to the United States from another
country. To process applications from Foreign Nationals, follow these procedures:

      Obtain a copy of their current Passport, Visa or other government issued documents (i.e. green
       card, etc.) authorizing the applicant to reside in the United States, which should include the
       DATE OF ENTRY STAMPED on the document. You should verify that the applicant's
       Passport expiration date exceeds the length of the lease term. Keep a copy of the International
       documents in the resident file.
      The international applicant must complete and sign a Lease Application and sign all applicable
       pre-lease addenda.
      The international applicant must pay all applicable application fees and deposits/holding fees.

IMPORTANT! Property Managers in Texas should have their international applicants complete the
TAA Supplemental Rental Application for Non-U.S. Citizens in order to determine the immigration
status of a potential resident and require copies of the following US Citizenship and Immigration
1. Form I-551 Permanent Resident Card.
2. Form I-766 Employment Authorization Document.
3. Form I-94 Arrival-Departure Record.
4. IRS Form W-7 (ITIN) form – Right to work in the U.S.

** For properties in AZ, NM, UT and WA: If the NAA or local Apartment Associations do not have a
Supplemental Rental Application for Non-U.S. Citizens (or something similar), then if it legal in your
state, it is recommended you require copies of the above immigration documents for the lease file.

When entering information into Resident Data:

      DO NOT enter the Passport or International ID number into the Resident Data system. You
       should obtain a copy of these documents ONLY for verification purposes.
      If the applicant has a US Driver's License Number input it in the proper field. If NOT, leave
       this field blank.
      The Resident Data system will only recognize driver's license or State ID numbers issued in the
       United States.
      If the applicant does not have a Social Security Number Resident Data may be able to retrieve a
       credit file. Resident Data cannot guarantee accurate results without the Social Security Number.

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      If the applicant does not have either (SS# or DL#) then Resident Data will not be able to
       perform credit or check writing history. The valid documents you obtain from the applicant
       (Passport, etc.) can be used to override the failed criteria.
      If there is no US address listed on the application, use the property address in the current
       address field in order to receive a criminal search in the current state.


      If there is no Driver’s License or Social Security number, then your applicant will score a 1 in
      If there is no Verifiable Rental History, then your applicant will score a 1 in Rental History.
      Collect at least 4 paycheck stubs and verify Rent to Income normally.
      Verify Job Stability normally.
      Score the application as you normally would using the Application Verification form and
       follow the guidelines for approval, denial, the payment of additional deposits or the use of a co-

An effective Waitlist program will help in the leasing efforts at your property. Situations arise when a
particular unit type is not available to lease for a specific time frame. In these instances, instead of
allowing the prospect to leave the property and lease elsewhere, encourage them to take part in our
Waitlist program. Follow these guidelines when offering a prospect the Waitlist option:

   1. Waitlist holds are only good for 90 days. If after the 90 days expire and we do not have the
      specific unit type specified by the applicant available, the applicant will receive their security
      deposit back. We do not refund application fees.

   2. The applicant will be able to take advantage of the advertised special rate that is being offered
      the day they agree to the Waitlist program policies and sign all applicable paperwork.

   3. The applicant must pay the required application fee and the security deposit.

   4. The applicant must sign the application and all pre-lease paperwork.

   5. The applicant must sign and agree to the Priority Waitlist form policies.

   6. The application fee is deposited, the application is verified and the applicant is notified of their
      approval or denial as with any application. If denied, the waitlist applicant will receive their
      deposit back. If approved, we will process their deposit according to policy.

Any deviations from the above policy require a Regional Manager’s approval.

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A corporate lease program is another means of generating additional income for the property. Since
there are many different needs for corporate housing, you will have to be flexible when structuring
your policy. If corporations or businesses wish to rent an apartment(s), they must provide their own
furniture and house wares, but we will refer different corporate rental companies who specialize in this

Even though we would prefer a corporate lease to be at least six months, situations may arise that a
lease shorter than our minimum six-month is requested. Depending on the property’s occupancy, this
may be granted, however, with a premium charge added to the market rent of that apartment.
Premiums vary for every property and market, be sure to consult your Regional Manager on the
amount your property will charge for short-term corporate apartment rentals. Although the total
monthly rent with the premium for the corporate apartment seems high, this amount will be far less
than the cost a company will incur using a full service hotel.

Verifying and approving a rental application for a corporate apartment must be according to the same
standard guidelines as outlined in the beginning of this chapter. However, there are different
applications, verification sheets and occupant information forms than a regular applicant would submit.

Additional requirements are as follows:

      The Corporate Rental Application must be completed and signed by an authorized company

      The corporate rental application fee is $75.00.

      A business credit report must be run, including verifying with Dunn & Bradstreet. You can
       submit corporate application through Resident Data.

      The Corporate Rental Verification form is used to verify the application.

      A minimum six-month lease must be signed. However, a shorter lease may be approved with a
       premium up-charge by your Regional Manager.

      All lease paperwork must be in the name of the company and signed by an authorized

      The authorized representative will not be listed as an occupant. Rather, the actual occupants
       will be listed as the residents of the apartment.

      All corporate occupants must complete the Corporate Occupant Information form and pay a
       reduced application fee in order to perform the criminal background check only. Consult with
       your Regional Supervisor on the amount of this fee. Typically you would charge $15-$20.

      Security and pet deposits will be according to your standard amounts.

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Guidelines for any type of corporate lease vary from property to property. Therefore, it is mandatory
to obtain approval from your Regional Manager before signing a corporate lease. For reference, the
Corporate Rental Application, Corporate Application Verification and Corporate Occupant
Information forms are located in your Forms Manual.

Move-in packets should be prepared for every new resident. The packet will include the following:

1. Completed Lease Agreement, including all addenda.

2. Move In/Move Out Condition form is a required part of the lease paperwork and should be taken
   very seriously, as residents should not be charged for damages for which they are not responsible.
   When the resident returns the form, make sure it is signed by both parties and returned to the lease
         Resident’s in Texas and New Mexico have 72 hours to make you aware of any damages in
          the apartment existing prior to move-in. There is no requirement that states that a member
          of management walk the apartment with the resident at move in.

          The state of Washington requires that the Move-In Inventory be completed at the time of
           move in with the resident and Leasing Consultant present.

          Arizona and Utah – There is no requirement as to when the move in inventory should be
           turned in and if a member of the management team walk the apartment with the resident.
           However, it is good practice to enforce a 72 hour rule.

   Note: If legal in your state, have the resident sign a blank Move In/Move Out Condition form at
   the time they sign their lease and addenda in case they never return a completed one to your office.
   This will benefit us when the resident moves out and damages are present in the apartment. If they
   return a completed form, then we can replace the blank one for the completed one.

3. All keys to the apartment and mailbox.

4. Convenience List including all schools, restaurants, parks, grocery stores, medical centers, banks,
   shopping malls, etc.

5. Current Resident Referral Flyer.

6. Coupons or flyers from area businesses.

7. Any other information, which would be helpful to a new resident at your property.

Our goal is to start on a positive note with each new resident. And if we failed, we need to know
“why” so that a potential problem can be resolved before it becomes a real problem. A warm call from
the Manager a week after the resident moves in is beneficial not only in evaluating staff performance,
but also in creating a positive relationship with the resident.

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A $50.00 deposit per remote will be assessed, in addition to the security deposit for the apartment, as
an assurance the resident will return the garage remote when the apartment and garage are vacated. If
there are no damages to the apartment and the remote is returned in good repair, then the deposit will
be returned to the resident. If there are damages in the apartment above normal wear and tear and in
excess of the security deposit for the apartment, the garage remote deposit will be applied towards the
payment of these damages, even if the garage remote was returned.

        Remember to reflect the garage remote deposit on the first page of the lease as a refundable
         deposit. The total of the apartment and garage remote deposits on the lease should be equal to
         the amount in the OneSite Resident Deposit Audit report. This point is particularly important
         when a resident adds a garage after the lease is signed. Do not forget to pull their lease, add the
         deposit amount on the first page of the lease and a statement regarding the addition of the
         garage to the lease with the garage number leased in the “Special Provisions” section.

         **Washington properties will also amend the Security Deposit Agreement to accurately reflect
         the additional security deposit paid for the remote.

        The forms you will need to complete are the Community Rules and Regulations (Garage
         Section), Fee Schedule and Security Deposit Agreement (Washington ONLY). If they leased
         the garage during the move-in or after the move-in, there is no need to revise the Fee Schedule.
         Completing and/or revising the other forms and the Lease Agreement will suffice.

        To cover replacement expenses for the remote(s), a $50.00 fee per remote will be charged on
         the FAS if the remote was not returned at move-out. (This fee will apply when no deposit was
         initially paid for the remote (s) under these new policies or before these policies were in place.)

Note: If the garage is leased after move-in, the resident needs to initial all changes to the Lease
Agreement and addenda.



Some of your properties may have limited access gates and as a result residents should have the
opportunity to purchase access cards, key fobs or remotes that allow for entry.

   1. Residents will be required to pay a $15.00 non-refundable fee per card or fob and a $35.00 non-
      refundable fee per remote.

   2. A $40 fee per card, fob or remote will be charged on the FAS if the card or remote is not
      returned at move-out.

   3. Complete the gate cards/remotes section of the Community Rules and Regulations when a gate
      card or gate remote is purchased.

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   4. Enter the gate remote/access card payment in OneSite.


1. All leaseholders must sign the lease agreement before keys are released.

2. Lease terms are generally a minimum of seven (7) months and a maximum of thirteen (13) months
   unless your Supervisor makes special provisions. During a lease up, lease terms may be as long as
   fifteen to eighteen months or if the resident is an employee, in which case, the lease term is month-
   to-month. Note: Washington leases are seven through eleven months.

3. All pro-rated rents are calculated on a 30-day proration with the exception of February, which is
   calculated on a 28 or 29 day proration.

4. Security deposits listed on the Lease Agreement will only indicate actual refundable deposits. All
   administrative fees will not be included on the lease. Pet Agreements will have two blanks labeled
   “Refundable Pet Deposit” and “Pet Fee”. Break out the deposit, if your property charges a non-
   refundable portion of a pet deposit. Do not forget to list Pet Rent on the Pet Addendum and
   include it on the front page of the lease agreement in addition to the rental payment.

5. All leases have a section entitled “Special Provisions”. All special provisions should read:
   “Payments made after the ___ (property’s late day, 3rd, 4th, etc.) day of the month will be
   cashier’s checks or money orders only. No cash is accepted. Rent includes a $10 trash fee
   and a $____ fee for water and wastewater (if your property charges water or wastewater on
   the lease). Resident will receive concession of $____ for _____ (month/year). Rent includes
   garage #G23.” If the resident did not lease a garage, then do not put that sentence in Special
   Provisions, likewise if they are not receiving a concession.

REMEMBER! Not all fees are legal in every state. Please contact your Regional Manager if you are
unsure of the local requirements or laws.

6. If the resident receives a concession, a Rental Concession Addendum should ALWAYS be
   included in the lease paperwork. The resident will sign the addendum when they lease the
   apartment. The concession will be included under “Special Provisions” on the Lease Agreement.

7. Changes made to the Lease Agreement must be crossed through in black or blue ink, dated and
   initialed by all residents and Management. NEVER USE WHITE OUT OR CORRECTION
   TAPE! No more than three changes can be made on the Lease Agreement before a new copy
   will have to be printed.

8. The Lease Agreement must be executed in multiple copies (2). Residents will receive copies of all

9. All signatures on the original copy of the Lease Agreement and Addenda must be original. The
   original is retained at the office, while the copies are given to the resident.

10. Co-signers are leaseholders and must sign the lease.

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11. All parties must sign the Lease Agreement and addenda, utility account numbers noted and all
    monies paid before the keys will be released.

12. A resident moving in after the 26th of the month must pay the proration amount of rent plus the
    next month’s rent.

IMPORTANT! LEASING IS PRIORITY! Managers should NEVER limit the number of move-ins
during any given week. If at any time the Manager feels that the property will incur additional
expenses and as a result, causing overages in maintenance expenses and payroll, the Manager must
consult their Regional Manager for approval before limiting the number of move-ins. Chances are,
the benefit of having more residents move in will far out-weigh the expected expense.


All new residents will sign the multi-page TAA, NAA or AZ, NM or UT lease for their initial lease
term. When the resident renews their initial lease, they will sign the one/two page renewal to the initial
lease. However, when a resident renews a second time, they will sign the multi-page lease again, so in
effect; they will be signing a new multi-page lease every other renewal term. This policy will cover
any revisions to the lease agreement that are implemented thorough TAA, NAA or your local
association. We always want the resident to sign the most recent lease and addenda including the
Community Rules and Regulations.

REMEMBER! If your property has residents on a previous management company’s lease and
addenda, ALWAYS have the renewing resident sign a new multi-page lease with our addenda!


The Move-In Checklist lists the lease addenda for each resident file. These addenda are legally binding
and part of the Lease Agreement. It is required that all persons on the lease sign every addendum and
the Lease Agreement. Below, are brief explanations of each addendum; please refer to the Forms
Manual for examples of these forms. The Move-In Checklist is on the left side of the resident file,
while the lease and all addenda are on the right side.


1. Resident Conversation Log: Should be the cover form to the entire lease file, placed on the right
   side of the file folder. This form should be utilized to document conversations with residents.
2. Security Deposit Agreement (Washington Only): Should be signed by all parties at the time the
   apartment is taken off the market and all pre-lease paperwork is signed. This addendum outlines
   the exact amount of deposits, both refundable and non-refundable, the applicant paid to the
   community, the guidelines for refunding the deposits and where their deposits are being held
3. Rental Concession Addendum: Should be signed by any resident receiving any type of rental
   concession. The form is signed at the time the resident leases the apartment, but is included with
   the move-in paperwork on the right side of the lease file. The form has two sections, one for an
   upfront concession and one for a monthly reduced rate concession. Be sure you are offering the

Move-In and Move-Out Procedures             13
    correct special for that day, if applicable, and it is written appropriately. All properties must
    remember to list the upfront concession, if applicable, under “Special Provisions”.
4. Community Rules and Regulations: Should be used by all properties and must be signed by all
    leaseholders. Any resident who is consistently in violation of community policies may be evicted.
    These rules should be thoroughly explained to all residents at lease signing, so there is complete
    clarification of what is expected by each and every resident.
5. Utility Addendum: This addendum will vary from property to property based on your city or state
    laws regarding the billing of water, wastewater, gas, trash removal or electricity. Your local
    apartment association will have access to this addendum.
6. Mold & Mildew Addendum: This addendum states the residents’ responsibility in reporting leaks
    and helping the property prevent the occurrence of mildew and/or mold. All residents will sign this
    addendum. Your local apartment association will have access to this addendum.
7. Smoke Detection Device Notice (Washington Only): The form outlines the proper safety, rules
    and regulations regarding operating the smoke detector and fire extinguishers. It also directs the
    resident where to locate these items.
8. NAA Lease Contract Buyout Agreement (Washington Only): This form outlines the
    expectations and required fees that a resident will have to pay if he or she breaks the lease
    agreement and moves out early.
9. NAA Lease Addendum for Intrusion Alarm (Washington Only): This form outlines the rules
    and regulations regarding intrusion alarms in the units.
10. Landlord Tenant Laws (Clocktower-Washington Only): If your property is in the city of
    Seattle, a copy of the landlord tenant laws must be given to each resident when they move in.
11. NAA Master Addendum (Washington Only): This form outlines and re-enforces certain Lease
    Contract items and Community Rules and Regulations so the property is protected against resident
    legal complaints.

Often times a need arises for a resident to “transfer” from one apartment at your property to another.
When this situation occurs, the following procedures will be followed:

   The resident must have completed at least 90 days of their current lease term in order to be
    considered for a transfer.

   To be approved for a transfer, the resident must be current on their rent and utilities and have good
    payment history with the property.

   All ICT’s are subject to Manager’s approval. Approval may or may not be granted based on the
    needs of the property and an inspection of the resident’s apartment. Interior inspections must be
    performed prior to granting approval.

   The old deposit will not be transferred.

   A new refundable deposit and pet deposit, if applicable, must be paid.

   If the resident is in a current lease, a transfer fee will be required from the resident. The Regional
    Manager will decide the amount of the transfer fee for your property for those residents upgrading

Move-In and Move-Out Procedures                14
    from a smaller apartment to a larger one. However, if the transfer results in the resident
    downsizing from a larger apartment to a smaller apartment, then the transfer fee will be $500.

   The transfer fee is posted to the old account ledger not the new account ledger.

   Residents who are currently month-to month or have completed their lease term will not be
    required to pay a transfer fee.

   Anytime a resident transfers on site, they must pay a reduced rate application fee of $15.00 in order
    to perform a criminal background check.

   If the transferring resident is giving up a roommate or if the new rental rate is higher than the
    original rate, then re-verification of transferring resident’s rent to income ratio will be required.
    The transferring resident must provide the most recent paycheck stubs equaling one month’s

   If the transferring resident is adding a new roommate, the new roommate must complete an
    application, pay the regular application fee, not the reduced one, and they must be approved based
    on our qualification criteria.

   A new lease and addenda must be generated and signed.

   Even though we prefer a 60-days written notice on an ICT, it is not always required since they are
    moving within the property. Managers should use their best judgment in the best interest of the
    property when requiring a notice less than 60 days or approving a transfer. (WA it’s 20 days and in
    AZ, NM and UT it is 30 days).

   If the resident leaves his or her apartment in a clean and acceptable condition, the old deposit will
    be refunded within the allotted time of move-out provided he or she does not have outstanding
    balances due.


   Forms: Notice to Vacate listing all charges due and the In House Transfer Agreement outlining
    when keys may be collected on the new apartment and when they are due to the old apartment.

   A new Lease Agreement and addenda will be signed.

   Complete a Move In/Move Out Condition form during the walk through and complete the formal
    FAS within 48 hours of move-out.

   Be sure to update the Current Weekly Activity with all new activity.

   The old lease paperwork and FAS must be placed in the old files for previous residents, not in the
    current resident files.

Move-In and Move-Out Procedures             15
If there is a resident at your property who is moving to a sister property, during their lease term,
whether it is in the same city or not, we do not transfer deposits from one property to another.

   To be approved for a transfer, the resident must be current on their rent and utilities and have good
    payment history with the property.

   The resident will be required to pay a transfer fee to the existing property in the amount of $250.00.

   The resident will be required to pay the standard security deposit and/or pet deposit(s) at the new

   The resident will be required to complete a new rental application, pay a new application fee and
    be approved based on company criteria.

   If the resident is transferring during a lease term, then the accelerated rent, re-letting fee or
    concession repayment will not be required.

   The resident will have to sign a new lease agreement for at least the minimum length of months
    required. A resident may not simply continue or extend their current lease to the new lease at the
    new property.


Too often, we do not realize the importance of preventing a resident from moving. Have you ever
given it some thought and realized that many times we even say “thank you” after a resident completes
a move-out notice? In an effort to save the resident and persuade them to continue to live at your
property, consider the following:

   TRY TO SAVE THE LEASE! No matter what the reason for moving might be, each notice-to-
    vacate should be visited personally by a member of our management/leasing staff either in their
    apartment home or in your offices. If you do not feel comfortable trying to negotiate the resident
    to stay, ALWAYS get the Manager or if he or she is not available, then find the Assistant
    Manager to speak with the resident.

   When you visit the resident, make sure they understand that you sincerely do not want them to
    leave. Direct statements such as “We really don’t want you to move” make the resident feel

   Learn to overcome their reasons or objections for moving. As in the leasing process, we have to
    be prepared to quickly and intelligently respond to their objections.

Move-In and Move-Out Procedures             16
   You should review reasons why other residents have moved and prepare a “cheat sheet” with lists
    of reasons you could have used in preventing them from moving. By doing so, you will be better
    prepared to handle present situations.

   If a resident is moving out of the area, refer them to a sister property, if there is one in the area.

Always remember that we consider our residents “special”. And, if they give us a move-out notice and
we do nothing except “thank you”….how special would they feel?

If the resident has definitely decided to move and we have exhausted all our resources for the resident
to stay, explain the move-out procedure to him/her. The resident needs to understand the following

    Once the resident(s) gives you notice to move, you must fill out the Notice to Vacate form with
     the resident, explaining that we have the right to pre-lease the apartment. Explain that they must
     be as specific as possible about WHEN they actually want to vacate the unit.

    Resident must give at least a sixty (60) days written notice and pay through their notice. In
     Washington, the written requirement is twenty (20) days and in Arizona, New Mexico and Utah
     the written requirement is thirty (30) days.

    Collect a forwarding address from the resident, if possible.

    Remind the resident of the “holding over” charges as stated in their lease. (Varies from 1 to 3
     times the daily rental rate in different states.)

    Explain the conditions of a security deposit refund as outlined in the Notice to Vacate. Make sure
     the resident is aware of what cleaning is expected at move-out, how keys are returned, payment of
     monies due, etc.

    If the resident is eligible for a refund, advise him that the refund check will be issued from the
     corporate office in Frisco, Texas.

    The resident can NEVER apply his deposit to his last month’s rent. (New Mexico properties are
     exempt from this statement. Additional deposits can be used for last month’s rent if the resident
     signs the Additional Deposit Addendum.)

    If the resident is breaking his or her lease, explain the lease breaking fees, reletting fee,
     concession repayment and/or accelerated rent reimbursements. The resident must pay those fees
     now, not after move-out.

    Residents must have no outstanding balance at the time of move-out, including utility
     reimbursements. If there are, then they are taken from the security deposit.

Move-In and Move-Out Procedures              17
    Once the apartment is vacated, cleaned thoroughly and all keys are returned, the apartment is
     walked and the Final Account Statement (FAS) is generated. Make note that residents may make
     an appointment to walk through the apartment with a member of Management. If they fail to do
     so, they are actually agreeing to the Manager’s assessment of charges for damages and cleaning.


The Notice to Vacate form is an Apartment Association form and the Standard Cleaning and Repair
Charges form can be found on the Forms Disk. Managers, Assistant Managers and Maintenance
Supervisors should have a copy of the form on hand when assessing charges during a move-out walk-


The effective move-out inspection is one that is completed at the time of move-out by an onsite
employee with the resident. The thoroughness of this inspection directly affects the resident’s return of
the security deposit and our ability to cover actual charges for any damages to the apartment. There
are a number of legalities involving the move-out inspection:

    1. If the resident decides to walk through with a management representative, then the resident
       must sign the bottom of the Move In/Move Out Condition form.

    2. Within three business days after termination of occupancy, management should inspect the
       apartment and list (on the Move In/Move Out Condition form), any damages for which charges
       will be made against the security deposit. Also on the form, an estimate of the dollar amount of
       the damages should be indicated in the space provided. An estimate of the charges is essential,
       even if exact charges are unknown.

    3. In the case of skips or evictions, be sure to walk the apartment as soon as the vacancy is found.

    4. Be sure to fill in the form completely each time you walk an apartment and assess charges.

IMPORTANT! Management should be prepared to support the charges allocated with proof of the
damages, such as estimates from outside contractors, photographs, witnesses, carpet scraps, receipts
with damage notes, etc.

Conducting the Move-Out Inspection

When conducting the move-out inspection:

    1. Pull the resident’s file when the resident turns in the keys.

    2. Collect any remaining monies owed by resident.

Move-In and Move-Out Procedures              18
   3. Make sure that everything is removed from the apartment before inspection. Beware that some
      items may be left to intentionally hide damages.

   4. Use the Move In/Move Out Condition and Standard Cleaning and Repair Charges as a
      checklist when inspecting.

   5. Estimate all charges for damages in the area provided on the Move In/Move Out Condition.
      Make your estimates are on the high side whenever you are uncertain of actual charges.

   6. Pull back the carpet during an inspection to look for pet damage if pets were living in the
      apartment or there is a suspicion of previous pets occupying the apartment.

   7. Consider the following examples when calculating carpet replacement costs. The standard life
      expectancy of carpet is five years.

       Apt. #105      Move-in date      5/1/08       Move-out date 04/30/09

       Resident occupied apartment for one year (five year carpet life minus one year). Carpet
       replacement needed due to excessive stains and damage. Cost for the total replacement is
       $989.00. Resident is responsible for 4/5ths of the cost ($989 divided by 5 = $197.80 X 4 =

   8. Be thorough. Look everywhere – behind doors, in all cabinets, on patios, in closets, etc.

   9. Set the thermostat to 50 degrees F. in the winter or to 80 degrees F. in the summer.

   10. Set the refrigerator and freezer on the lowest settings. Empty the ice- maker bin and turn it off.

   11. Have the resident sign the move-out inspection, and give a copy back to the resident.

   12. Take pictures of any damages. On the back of each picture, write the date, apartment number
       and the specific room involved.

The Final Account Statement (FAS) reflects the status of the deposit account. It is an explanation for
the refund or use of the required Security or Required Other (Pet, Additional Security, and Remote)
Deposit. A copy of the FAS is sent to the resident after he/she has moved out, skipped, canceled or
transferred on-site.


Processing the FAS

This computer report must be generated once a resident moves out of an apartment. The resident
should receive the statement, in conjunction with the deposit refund (if applicable), within the legally
Move-In and Move-Out Procedures             19
prescribed time period specific to your city or state. It is the responsibility of the Property Manager to
ensure that all FAS’s are processed and submitted on time and in accordance with company policy.

       If the resident is not receiving a refund, then mail the FAS from the property. When
        forwarding a copy of the FAS to the resident, also include the move-out inspection form and
        cost of repairs.

       If the resident will receive a deposit refund, DO NOT send the refund FAS to the resident.
        Instead, send the resident’s copy with the Westwood copy to corporate. The resident’s copy of
        the FAS will accompany the check and be mailed together from corporate.

Forfeiture of Deposit

If cause exists for retaining some or all the deposit, management must provide the resident with a
written statement listing the exact reasons for the retention. Reasons for retention may include:

   1.   Non-payment of rent.
   2.   Non-payment of late fees.
   3.   Non-payment of re-letting and accelerated rent charges.
   4.   Non-payment of utility charges (including water, wastewater and trash).
   5.   Non-payment of concession repayment in the cases of evictions, skips and lease breaks.
   6.   Unpaid fees.
   7.   Actual damages caused by resident’s breach, such as rent loss due to insufficient notices
        (provided management attempts to mitigate such actual damages).

IMPORTANT! The resident cannot use his or her regular security deposit to apply to the last
month’s rent.

Note: If the reason for retention of any portion of the deposit is based on damages to the apartment,
those damages must be listed in the move-out portion of the inspection form along with an estimate of
the cost of repair and photos.

Revising a FAS

Certain issues arise when a FAS will need to be revised. Perhaps the resident makes a payment on
their account or a mistake was made in the processing of the original FAS. In any case, there are
guidelines that need to be followed when revising a FAS. The following is the latest policy on revising
FAS’s as it pertains to selecting UPDATE or DO NOT UPDATE after you have viewed and posted the
revised FAS.

UPDATE - You should select UPDATE when:

   1. The resident will be receiving more money back than was indicated on the original FAS,
      regardless of whether or not the original check has been mailed.

   2. The resident will be receiving less money back than was indicated on the original FAS, AND
      the original check HAS NOT been mailed. (You must check with your staff accountant to see if

Move-In and Move-Out Procedures             20
       the check has been mailed or not. If it has, then this option would not work and you should
       select DO NOT UPDATE).

DO NOT UPDATE - You should select DO NOT UPDATE when:

   1. The resident will be receiving less money back AND the original check HAS been sent out.

   2. The resident originally owed money and will still owe money regardless of whether it is more
      or less than they originally owed or if the resulting balance will be zero.

UNDO FAS Must be completed with the Director of Training.

The resident should receive a refund related to charges that were on the ledger at move-out, instead of
charges applied through the FAS. (It is imperative that all charges on the ledger at move-out are
accurate, so that we do not ever have to undo the FAS)!

   1. Undo the FAS, correct the ledger, re-close the FAS with the original FAS charges, view the
      FAS and post.

   2. Send the revised FAS with the new ledger to your staff accountant.

The following outlines a number of FAS situations and guidelines for charging applicable damages,
fees and reimbursements, etc.

               SITUATION                                          GUIDELINES
Lease expired, Rent is current                    Charge cleaning/damages (if applicable)
No 60-day notice (20 days in WA, 30 days in       Charge Insufficient Notice (Relet)
AZ/NM/UT)                                         Charge all utility reimbursements (if applicable)
Turned in Keys
Lease expired                                     Charge cleaning/damages (if applicable)
Rent Paid Current                                 Charge all utility reimburse (if applicable)
Gave 60-days written notice                                                                               (if app
(20 days in WA, 30 days in AZ/NM/UT)
Lease expired                                      Charge cleaning/damages (if applicable)
Apartment found vacant (skip)                      Charge rent through the 60 days notice
                                                   (20 days in WA, 30 days in AZ, NM, UT)
                                                   Charge for keys, if not turned in
                                                   Charge all utility reimburse (if applicable)

Lease NOT expired                                 Charge re-letting fee and accelerated rent.
Rent paid current                                 Charge cleaning/damages (if applicable)
Gave 60-days written notice                       Charge utility reimburse (if applicable)
(20 days in WA, 30 days in AZ/NM/UT)              Charge back rental concession
Did NOT pay re-letting fee
Did NOT pay accelerated rent
Turned in Keys

Lease NOT expired                                 Charge re-letting fee, concession and accelerated
Rent paid current                                  rent

Move-In and Move-Out Procedures               21
Did NOT give 60 day written notice                    Charge through 60 days rent (insufficient notice
(20 days in WA, 30 days in AZ/NM/UT)                   fee) (20 days in WA, 30 days in AZ/NM/UT)
Did NOT pay re-letting fee                            Charge cleaning/damages (if applicable)
Did NOT pay accelerated rent                          Charge utility reimburse (if applicable)
Turned in keys
Lease NOT expired                                     Charge re-letting fee, accelerated rent and
Apartment found vacant (skip)                          concession repayment
                                                      Charge through 60 days rent (Insufficient notice
                                                       fee) (20 days in WA, 30 days in AZ/NM/UT)
                                                      Charge cleaning/damages (if applicable)
                                                      Charge utility reimbursement (if applicable)
Cancellation -Due to construction delay,              Refund Security and other fees except application
holding over of a prior resident or a denied           fee
Cancellation – Applicant/Resident changed their       Forfeit entire deposit
Eviction                                              Charge all rent
                                                      Charge for all late charges
                                                      Charge for all legal fees
                                                      Charge concession repayment
                                                      Charge re-letting fee and accelerated rent
                                                      Charge cleaning/damages
                                                      Charge utility reimbursement (if applicable)
                                                      Charge for no keys returned if no keys were
Inter-Community Transfer                              Separate deposit required
                                                      Charge cleaning/damages (if applicable)
                                                      Charge utility reimbursement (if applicable)
                                                      Refund deposit if all applicable charges do not
                                                       exceed the required deposit


   You will need to print three copies of the FAS: The Resident Copy, File Copy and Westwood
    Copy. (Note: In Washington, an extra copy is sent to the broker.)

   The original will be sent to the resident (either from the property for balances owed, or the
    corporate office for refunds.)

   The second copy is retained on-site with the resident’s paperwork. The file is placed in the
    refunds, forfeited or collection files for FAS’s.

   The third copy will be sent to your staff accountant along with resident ledger, Move In/Move Out
    Condition and the 1st page of the lease reflecting the FAS adjustment.

   Place the Move In/Move Out Condition behind the FAS in the resident’s file. Be sure to attach any
    vendor bids for repair charges, proration calculation and pictures of damages over $100.00, if
    applicable, with the property copy of the FAS.

   Mail the original FAS to the resident to the forwarding address found on the Notice to Vacate via
    certified or registered mail if required by state law. If no forwarding address was given, then use
    the last known address of the resident, which is the address of the apartment just vacated.

Move-In and Move-Out Procedures                   22
IMPORTANT! You must be able to show proof that you attempted to send the resident the FAS.

If the resident is being notified that their security deposit is being retained, make sure that it is clear to
the resident why you are keeping his or her deposit. The “comments” section at the bottom of the FAS
is the appropriate place to indicate your reasons for retaining the deposit.

Additionally, when you are entering the specific charges in OneSite, be as descriptive as possible (i.e.
Carpet Cleaning – red stain removal, Replace 2 sets of blinds, Replace carpet due to severe pet
damage, Water Reimbursement 5/1/09-5/31/09.)


   PROCESS FAS’s WEEKLY – THIS IS POLICY! You should be completing the FAS within 48
    hours of the move-out. A good way to double-check yourself is to make sure for every move-out
    on the Weekly Boxscore that there is a corresponding FAS.

   The resident receives a copy of the FAS, so make sure you are careful and factual regarding your

   Be sure to take pictures of damages over $100. Be sure to include copies of the vendor bids
    covering repairs and/or replacements due to damages caused by the resident.

   Always sign the FAS.

   Always complete the forwarding address. If the resident does not furnish a forwarding address, use
    the address of the apartment just vacated. However, all attempts to contact the resident and obtain
    the forwarding address must be exhausted before using the address of the apartment they just

   Attach the resident and deposit ledgers to the appropriate copies of the FAS’s.

   Attach the Move In/Move Out Condition to the property copy of the computerized FAS and put in
    the resident’s file.

   We do not honor business transfers. If a company transfers a resident, he or she will be treated as
    any other resident who is breaking their lease.

   In the event of a military transfer, the resident may cancel the lease by submitting a 30-day notice
    (or a 20-day in Washington), but will not have to re-pay the concession, re-letting fee nor
    accelerated rent. In addition, they must provide the original military orders requiring the transfer.
    Transfers to base housing will not be considered a military transfer. Charges for utilities, damages
    and cleaning will be assessed, if applicable.

   A security deposit refund check (if applicable) will be issued in the name of all residents who
    signed the Lease Agreement.

NOTE: For instructions on how to complete a FAS, refer to the Reports Manual.

Move-In and Move-Out Procedures               23
This form is used when all parties to the current lease mutually agree to the release of one or more
parties, and are present to sign. The original will remain in the lease file. In the event the Release of
Lease form is utilized, the remaining resident must re-qualify for the apartment and sign a new lease
agreement and addenda. If they wish to have a new roommate, then that person must pay an
application fee, fill out an application and be approved based on company criteria. If the remaining
resident does not qualify for the apartment alone, nor do they have another roommate to move in, then
the release will not be approved.

If you have a situation at your property where one resident has moved and is unable to sign the release
form due to abandoning the apartment, please contact your Regional Manager for further instructions.

A sample release form is found on your Forms Disk.

Note: In Washington, the Mutual Termination Agreement should be signed in addition to the Release
of Lease Rights and Responsibility. The Mutual Termination Agreement can be obtained from your
property’s attorney

Move-In and Move-Out Procedures             24

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