Software

We use the following programs for on-site operations:

• Gmail — hosts company email accounts
  • Hangouts (accessible within Gmail) for video calls and instant messaging
• Google Drive — shared reports and file storage
• Google Calendar — personal and shared company/property calendars

• RealPage — Hayden Properties' single sign-on platform for all RealPage products and operational systems. RealPage Login
• AI Revenue Management (AIRM) — Revenue management system that determines rental pricing and rate recommendations (formerly LRO).
• Knock CRM — Used for lead tracking, prospect management, and communication with prospects and residents. Knock Analytics
• OneSite — Primary property management system used for:
  • Tenant and lease record management
  • Financial accounting and reporting
  • Applicant screening
  • Income verification
  • Resident and lease administration
• LOFT Living — Supports resident-facing digital tools, including:
  • Resident portals
  • Resident communications
  • Community property websites
• Mobile Facilities App — Used for maintenance and property operations, including: Unit move-in inspections, Unit move-out inspections, Property exterior preventative maintenance (PM) inspections, Maintenance work orders, Make-ready boards and unit turns.

• BlueMoon — Tenant leases and addenda are integrated into OneSite from BlueMoon.
• eRenters — Our preferred renters insurance provider.
• Nationwide Eviction — All evictions are filed through Nationwide Eviction.
• Pay Ready (former Debt Logic) — Past Tenant Collections.
• Survey Monkey — Tenant surveys.
• HR and Payroll Systems — Please see Section 4: Payroll, Employee, Courtesy Officers.

Company Calendar

Company Calendar lists important daily tasks, due dates and events. If you need help logging into your Google account and accessing the calendar, please contact Corporate IT.

Company Tasks and Due Dates

• Please review the Daily Workflow/Checklist for Managers for a full list of daily tasks.

End-of-Day Verification:

• Confirm that all traffic, move-ins, transfers, notices, and move-outs have been recorded in OneSite.
• The system date will not automatically advance if these tasks are not completed on the appropriate date.

• Please review Weekly Workflow/Checklist for Managers for a full list of weekly tasks.
• Weekly Staff Meeting: Each property must have a weekly staff meeting. Managers must fill out the Team Huddle form and submit to your Regional Manager after the meeting.

• End of Month in OneSite: Please see OneSite AME and Preclose Checklist for steps to close out each month.
• 1st of the Month: Monthly Billing will automatically post in OneSite on the 1st of each month at 2AM PT / 4AM CT.
• 20th of the Month: Variance Reports due. See Reports Due to Corporate section for details.
• Last Day of the Month: Delinquency Reports Due. See Reports Due to Corporate section for details.
• Additional monthly tasks are listed on the Company Calendar, such as: Reimbursement Request due dates, payroll due dates, paydays, holidays, etc.

• Quarterly Reports are due. See Reports Due to Corporate section for details.

Budget Variance Report

Due Date: Monthly on the 20th

The Budget Variance Analysis process is used to review differences between actual financial performance and the approved budget. Each month, analysis periods must be opened so site teams can review variances and provide explanations where required.

Navigation: Financial Suite > Budget Variance & Analysis > Select Report to add comments

On-site teams are responsible for reviewing monthly budget variances and providing explanations for any accounts that require clarification.

• Click the plus (+) icon next to an account, account group, or "Explanation Required" to add a comment.
• Notes will be entered for Period or Year-to-Date (YTD).

• After entering the explanation, click Save.
• Existing notes can be edited by clicking the pencil icon.
• Once the review is complete, select click submit — this will send an email notification to users listed in the "Notify When Complete" group.

• Select Mark as Complete within the system.
• This action will automatically notify the next level of review (President and Regional Managers) that the property's variance analysis has been completed.
• No additional email submission is required unless specifically requested by leadership.

Delinquency Reporting

Run the Weekly Delinquency Report

• Log in to RealPage.
• Navigate to "Financial Summary" Widget on Your Dashboard → Select the Delinquent amount → Actions (Skinny Snowman) → Select "add comment" on each amount and add comment.
• You can also access this via Task → Delinquent & Prepaid.
• Scribe: How to Complete the Weekly Delinquency Report

Review the Delinquency Report

• Verify all balances are accurate.
• Confirm all payments are showing correctly.
• Check that NSF payments, reversals, or chargebacks are reflected.
• Ensure all move-outs have been processed properly.

Update Resident Accounts

• Confirm payment plans or arrangements are properly documented in the resident ledger.
• Add notes and ensure applicable documents are in OneSite, documenting communication or payment arrangements with residents.

Follow Up With Residents

• Contact residents with outstanding balances to make payment.
• Document all communication in the resident "Activity" tab in OneSite.
• Issue or update required delinquency notices according to policy.

Finalize Weekly Delinquency Review

• Ensure the delinquency report accurately reflects the current balances.
• Confirm all updates and notes have been entered in OneSite.
• Complete this process by the end of Day on Fridays.

• Corporate will pull the Delinquency Report in OneSite for the full portfolio every Monday.
• Review property delinquency totals, identify trends or high delinquency balances.
• Verify that property teams have updated accounts and notes appropriately.
• Contact property teams if accounts appear inaccurate, updates or notes are missing, or delinquency balances require clarification.

Common Reports in OneSite

Standard Hayden Properties Reports — OneSite Report Name:

HR and Payroll Systems

• ADP — HR/Payroll system: record hours worked, view pay-stubs, request time off work, approve time sheets for payroll and complete performance reviews.
• PerformanceHQ — Employee training.

Payroll Submission

• Employee must approve their own time worked in ADP daily, to ensure accuracy.
• Supervisors must review for accuracy and approve their employees' time sheets in ADP the morning after hourly pay period ends, as specified on the Company Calendar.
• Bonuses are paid on the last payroll of the month, for the previous month. Your employee contract will state your bonus information.
• If you are eligible and enroll in Health Insurance, you will pay monthly premiums as payroll deductions. Contact your supervisor or Human Resources for details.

• All employees are paid semi-monthly on the 15th and last day of the month.
• Pay periods vary and are specified on the Company Calendar and in ADP. These are updated annually.
• For hourly employees, please see Calculating Hours & Pay document for more information on how hours and overtime is calculated in a pay period.

• Employee Job Descriptions vary, but general descriptions are outlined in Job Descriptions. Please contact your Supervisor for your specific job description.

Employee Rent Concessions

Employee rent concession amount and terms must be approved by Corporate and are specified in the Employee Agreement. Please notify Human Resources if you have an employee moving on-site. All paperwork and move-in accounting in OneSite is completed by Corporate.

• Employee Rental Agreement must be filled out and signed by employee and supervisor.
• Lease and all applicable Addenda must be filled out, just like for a regular tenant. See Move-In Procedures — Section 2 for more information.
• *Application and Administration fees can be waived for an employee tenant.
• *Employee tenant must pay Deposit Waiver Fee or Security Deposit (Full Approval amount) and any Pet Deposits/Fees, as applicable.
• *All Employee Tenant leases must be Month-to-Month leases.
• *Rent Rate is the AIRM rate for a 12-month lease (even if this rate is higher, we are using this amount).
• Payroll Deduction Form must be filled out and signed.
• Corporate will complete the move-in/out or any updates in OneSite. Do not move-in/out or update lease terms for an employee tenant in OneSite.

Courtesy Officers

Last updated 6/26/2024

Courtesy Officers provide semi-regular after-hour patrols in exchange for partial rent concessions. Courtesy Officers are not eligible for any other specials/concessions offered at the property in addition to the courtesy officer discount.

Courtesy Officer application, rent concession, and move-in terms must be reviewed and approved by the Regional Manager. Courtesy Officer lease and all applicable addenda must be prepared by Corporate, after all requirements below have been completed.

• Meet with Property Manager and go over Courtesy Officer Questionnaire.
• Lease and all applicable Addenda must be completed in OneSite, just like for a regular tenant. See Move-In Procedures — Section 2 for more information.

Contract Employees

We typically do not hire independent-contractors. All work should either be done by employees or by third-party vendors. Occasionally it may be necessary or economically sensible to hire temporary employees to complete short-term projects instead of bidding the work to outside vendors. In such cases, work with the Regional Manager and President to temporarily adjust staffing levels as dictated by the needs of the project.

New Vendors & Vendor Credentialing

Vendor Credentialing is used to verify vendor eligibility and ensure all vendors working at Hayden Properties communities meet required insurance, documentation, and background screening standards. The system provides ongoing vendor verification services, including background screening of vendor companies, the collection and processing of required vendor documentation such as W-9 forms and insurance certificates.

Vendor Credentialing Compliance Components

Vendor Credentialing performs background checks on vendor companies, including:

• Financial stability checks
• Government watch list screening
• National criminal background checks
• Bankruptcy history · Liens and judgments · Collections history · Criminal and felony records

• W-9 Form · TIN verification · 1099 tax information
• Vendor Requirements Acknowledgement & Agreement (VRAA)
• Trade licenses (when applicable)
• Minority-owned business certifications (optional)
• Certificates of Insurance and required endorsements

• Standard Insurance Requirements — all vendors must meet the same insurance coverage standards.
• Tiered Insurance Requirements — requirements vary based on the risk level of the vendor's work.

Vendors with no employees may submit a Workers Compensation Exemption Form confirming they have no employees and accept responsibility for any future workers compensation claims.

Insurance policies must include additional insured coverage for property ownership entities, management companies, and locations where the vendor performs work. Only approved endorsement forms are accepted.

Vendor Enrollment Process

Vendor Credentialing is a vendor-paid service — Hayden Properties is not charged for vendor participation.

Vendor Status Indicators

Vendors displaying a green key icon indicate vendors who meet higher insurance or pre-approval standards.

Priority Vendor List (PVL)

Vendor Credentialing maintains a Priority Vendor List (PVL) accessible by corporate-level users. This list helps identify approved vendors, compliance status, insurance status, and vendors available for use at specific properties.

Vendors can be located within the system using: Vendor Name, Vendor ID, or Property association.

Vendor Credentialing Best Practices

• Verify Vendor Approval First: Always confirm the vendor is approved and compliant in Vendor Credentialing before scheduling work or issuing a purchase order.
• Use Priority Vendors When Possible: Prioritize vendors on the PVL, especially those with the green key indicator.
• Confirm Insurance Compliance: Ensure the vendor's COI and required endorsements are current before work begins.
• Monitor Vendor Status: Periodically check vendor records in RealPage Accounting.
• Maintain Accurate Vendor Information: Ensure vendor contact information, especially email addresses, is accurate.
• Report Compliance Issues Promptly: Notify your Regional Manager or Corporate team for guidance before proceeding with non-compliant vendors.

Purchase Orders (POs)

Please see the Purchase Order Policy document for our Purchase Order procedures and best practices.

• Locator Fees: Please see Purchase Order Policy for additional instructions.
• Temp Labor: Must list person's name (if possible) and dates temp is needed. Must have Regional or President approval attached to the PO.
• Employee Background and Drug Screening: Must list employee name and date of the background/drug screen test.
• Maintenance Supply Orders: Will be processed through the store front in OneSite Financial Suite.
• Office Supplies Orders: Office supplies are ordered through Office Depot. Please see the Office Depot Ordering Procedures document for instructions.
• Printer Toner Orders: All printer toners and drums must be ordered through TonerPrice.com vendor.
  • Enter PO in OneSite, including Item Number from TonerPrice.com in the Description field. Please add $7.95 shipping charge if order is less than $75.
  • Attach the approved PO in an e-mail to sales@tonerprice.com (include your delivery zip code in the subject line).
• Marketing Collateral, Business Cards, Bandit Signs, Parking Tags and Stickers:
  • Fill out and submit Marketing Collateral Request form for every marketing collateral you need.
  • Use the Marketing Collateral Request Tracker to monitor the progress of any collateral item requests you submitted.
  • Corporate will enter Purchase Order in OneSite and send proof(s) to review.
  • Corporate will place order once PO and proof(s) are approved.
• Employee Name Tags/Badges/Uniforms: Fill out and submit Marketing Collateral Request form. Include:
  • Name Tags: Employee name and title.
  • Maintenance Name Badges: Employee name, title and photo.
  • Maintenance Shirts: Employee name, quantity needed, size, pocket or no pocket, and choice of color (blue or gray).
  • Maintenance Hats: Employee name & quantity needed.

PO Approval Process

In OneSite, Purchase Orders follow an automated approval workflow once submitted.

When creating a PO, click the Spend Control button to view budget details. Review budget and spending under the Month-to-Date (MTD) and Year-to-Date (YTD) tabs. If a budget is exceeded, the Remaining amount will display in red and in parentheses.

Navigation: Financial Suite > Workbench > Select Purchase Order. Set filters as applicable for more efficient PO search.

PO Revisions

• If the PO is in Draft, Submitted, Partially Approved, or Declined status: Click Edit, make the necessary updates, click Save.
• If the PO has already been Approved: Click Change Order → select CO for the line item → update Qty and/or Price → optionally add a note → click Save.

A recurring PO can be used as a template for POs, saving time for longer POs that are frequently submitted. Posting a recurring PO will create a new PO that can then be edited and submitted for approval. A Scheduling Pattern must be set up on the recurring PO record.

Receiving Items on Purchase Orders

Navigate to: Financial Tile > Workbench > Purchase Order

• If all items are received: PO status updates to Received and Create Invoice option becomes available.
• If only part is received: PO status updates to Partially Received; Corporate can proceed with invoicing for the received portion.

Emergency Purchases

Invoices

All invoices are to be billed directly to Corporate. If an invoice is mailed to or received at the property, promptly email a copy to Accounts Payable at apinvoices@hayden-properties.com.

Prior to invoice payment, the property must confirm that all goods and/or services have been received. See the Receiving Items on Purchase Orders section for instructions.

All invoice-related communication regarding missing Purchase Orders will be completed through the RealPage messaging feature.

Check Requests

Check Requests are to be used when an invoice cannot be provided prior to purchase or completion of work. Examples include (but are not limited to): per-diem travel, cell phone reimbursement, down payment on a service (PO is still required for the full amount of the service), etc.

• Complete the Check Request Google form. Any bids, quotes, or explanations for the items must be attached to the form.
• To view the status of your check request — Check Request Status.

Resident Events

• All resident events should be pre-approved by the Director of Leasing and Resident Experience.
• Submit the Resident Event Request by the 15th of the final month in each quarter for the upcoming quarter. The request must include the event flyer and social media post, and should be sent to the Director of Leasing & Resident Experience, President, Marketing, and your Regional.

• Post event photos to your property's social media within 24 hours of the event.
• Promote upcoming resident events with scheduled posts at key intervals: 2 weeks prior, 2 days prior, and the day of the event.

Per Diem / Mileage / Travel Reimbursements

Last updated 7/8/25

• Please see Travel Policy document for guidelines on booking travel and managing travel expenses.
• Please also reference Corporate Credit Card procedures section for instructions on any purchases with a Company issued Credit Card.

Credit Requests

• To submit a Ledger Adjustment, submit it using the Ledger Adjustment Request Form.
• To view the status of a credit request, see the Adjustment Request Tracking Form.
• For resident referral credits, Resident Referral Request form and backup of the referral must be uploaded to the tenant documents tab in OneSite in addition to the above procedures on the day of move-in. See Leasing Procedures — Section 2 for additional information regarding resident referral credit requirements.

Corporate Audits

To ensure accuracy, Corporate performs move-in, renewal and move-out audits.

• On-site is responsible for Move-ins. Corporate Resident Services is responsible for Renewals and Move-outs.
• Monthly move-in audit reports are sent to each property and Regional Managers.
• Managers are responsible for reviewing their move-in audit reports and correcting any errors listed on the reports as soon as possible.
• Points from monthly audits are calculated and used when performing annual employee evaluations.
• In order to get perfect scores on the audit reports, Move-in, Renewal, Move-out and Transfer Checklists must be followed when performing the applicable tasks.

Tenant Surveys

The Surveys give our residents a way to give us feedback on the quality of the property and staff. All survey responses will remain anonymous to the on-site staff. Residents who complete the survey are entered to win a $100 rent credit — 4 residents are chosen per month to receive the rent credit (2 Move-In respondents and 2 Work Order respondents).

• Access to the survey responses through Surveymonkey.com will be emailed to the manager by corporate.
• Managers must review all survey responses on a monthly basis.
• Survey Responses will factor in the evaluation of Elite Manager, Elite Maintenance and annual bonuses.

Paperless Leasing

Our goal is for all applications and leases to be done 100% electronically. This limits clerical work, data entry errors, and the use of office supplies.

If the applicant/new resident is in the office, allow them to use a computer in the resident area/business center or an extra one in the office if available. Email addresses are required from all prospects.

Knock CRM — Prospect Management

Resources: Knock Help Center · Knock Training · Knock Release Notes

• A Guest Card must be created for all prospects, either through Knock (preferred) or OneSite.
• Complete all fields on the Guest Card / Welcome Card, especially: contact info, move-in date, desired unit size, number of occupants, source, unit preferences, and move-in motivation.
• Add an internal note within Knock by clicking the Note icon/link from the prospect contact/messaging screen.
• Notes entered in PMS Notes — under the prospect information on the left side — will sync with the Notes in the OneSite guest card.

• Call — clicking the Call button will start a phone call; first the system will call the property's office phone, after you pick up it will dial the prospect.
• Email
• SMS (Text Message) — available in the chat window if the person has opted in. Generate an SMS opt-in link by clicking the phone icon below the chat window.
• Quick Replies — preset templates for common email and SMS messages.

• If a prospect does not lease, continue regular follow up until the prospect has leased at the property or is lost.
• Follow up with both phone and in writing within 72 hours of touring.
• Callbacks should be completed weekly with each prospect unless the prospect has said they are not interested.
• All email inquiries must be responded to within 1-2 hours of receipt, and if a phone number has been included a phone call must be made as well.
• All follow-up must be recorded.

Quoting Rent Rate

Rental rates are determined by our Revenue Management system, AIRM (AI Revenue Management). The pricing generated by AIRM syndicates into our operational systems and serves as the source of truth for all rental pricing decisions.

Rates are optimized and updated daily based on: property historical performance, real-time demand and conversion ratios, current occupancy levels, lease expirations and exposure, prospect traffic and application activity, and market and competitive data.

Leasing teams should quote rental rates directly from Knock or OneSite, as these systems receive the syndicated pricing from AIRM. AIRM should only be accessed if Knock and OneSite are temporarily unavailable or experiencing system outages.

• A quoted rental rate may be held for up to 48 hours, one time, when provided as a written quote and is subject to unit availability.
• Units are not reserved or held until application fees and administration fees have been received, regardless of specials.
• Units are to be held for no more than 21 days; additional time must be approved by Revenue Manager.
• If a prospect or applicant chooses to change apartments, floorplans, lease terms, or move-in dates, the pricing must be re-quoted using the current day's pricing.

Rentable Items

• Rentable items are assets at the property that residents can rent, such as garages or parking spaces.
• If a rentable item is added (in the beginning or middle of resident's lease term), a Key and Electric Addendum and an Apartment Lease Contract from BlueMoon must be filled out/revised.
• If adding a rentable item during the application process or mid lease, you must select from "Items & Services" → "+Rent Item" to select the desired rentable item.
• After assigning or releasing rentable items, always check the resident's ledger and lease charges to ensure charges are correct.

Property Tour

• Select 1 or 2 units to show that best fit the prospective residents' needs based on the information obtained on the welcome card.
• Do not show more than 2 units unless absolutely necessary, as this creates confusion and eliminates urgency.
• If a resident is interested in 2 floor plans, show 2 available units and a model.

• The tour path should include all property amenities as well as a model home.
• The tour path must be the same for all prospects.
• When showing an available unit, lead the tour and highlight the features of each amenity.
• During the tour, build rapport with the prospect and ask lots of questions using open-ended questions such as "What kind of furniture do you have?" or "Can you picture yourself living here?"
• During the tour, leasing agents should never discuss security with a prospective resident. If a prospect asks about security, refer them to the local police department for public records.

• Upon returning to the office, return the photo ID.
• At the end of every tour, the employee must ask for the prospect to apply online through the property website, in the office business center.
• If there is no available unit, ask for a wait list deposit.
• Always offer to set up a follow-up appointment if a lease is not secured in office.

Waitlists

Waitlists are used for prospects who are interested in a unit, unit type, or floor-plan that is not currently available. Adding waitlist management to your daily checklist is recommended.

• Free waitlist is always available for all select properties. Units or floor-plans that are not available on the property website will notify the prospect to contact the property via call, text, or email.
• Please contact Director of Marketing and Revenue for instructions on managing your free waitlist prospects list.
• Cross-reference your waitlist with your daily AIRM pricing and availability report.

Last updated 3/23/26

The non-refundable cost of paid waitlist is the property application fee. Administration fee/Holding deposit acts as a refundable deposit if the prospect declines the quote of available units or nothing becomes available in their desired timeframe.

• Paid waitlist is optional for all properties. Please contact the Revenue Manager for Waitlist applications to be turned on for your property website.
• Prospect waitlist application process is identical to available unit application process, including requirement of paid application and administrative fees/holding deposit. Please see the Applications section for details.
• Screening will need to be completed once the applicant applies and pays all applicable fees.
• Send a waitlist approval email to the applicant once screening is complete.
• Access your waitlist by clicking "Conventional Waitlist" under the "Accounts" section of the Menu.
• Cross-reference your waitlist with daily AIRM pricing and availability report.
• When unit becomes available, contact prospect with quote. Quotes are valid for 48 hours.
  • If prospect accepts quote, assign to available unit in OneSite.
  • If prospect denies quote, administration fee/holding deposit is refunded. Cancel application. (Note: administration fee/holding deposit is only refundable if applicant cancels within 48 hours after they are notified of unit availability.)
  • Application fees are never refundable.
• Prior to move-in, income and rental re-verification will need to be completed again, manually.

Weekly Onsite Marketing Reports

Last updated 10/7/25

• Please include residentservices@hayden-properties.com, President, and your respective regional/area manager.
• This report is due weekly on Mondays by 5 PM.
• The content of the email should include:
  • Number of tours, as well as the names of each prospect that toured.
  • Number of Applications received.
  • Prospect Objections — highlight any objections or concerns expressed by the prospects and how you attempted to overcome them.
  • All cancels and denials for the time-frame you are reporting on, including the reason for each cancel or denial.
  • Feedback for Improvement — any feedback or suggestions you have for our team.
  • Team Insight: One thing you have learned and shared with your team.

• This report is due weekly on Tuesdays by 5 PM.
• This report needs to be shared via Google Sheets with marketing@hayden-properties.com.
• A tab needs to be duplicated from the previous week at the bottom of Google Sheet and dated with the corresponding week of completion.
• On-site is responsible for the sections in pink; Marketing will take care of the sections in blue.
• This report will be a guideline to go off of for our bi-weekly Marketing Meetings.

• Team Members are required to do research on their competitors listed in the report by calling them, or looking on their website. You may also use HelloData to retrieve Market Survey information.
• Fill out their occupancy, average price of each floor plan group and any specials they are currently running.
• If a competitor does not provide you with their information, or does not answer the phone, please notate that.

Specials and Concessions

• Please refer to the Weekly Marketing Report e-mail that goes out every Tuesday for current/active specials and concessions for each property.
• Specials are listed on the Weekly Marketing Report. Please review the reports every week for current specials, terms and conditions.
• Specials/concessions are not covered under the 48-hour rent rate hold.
• Specials/concessions are not stackable. If a rent concession is available and a prospect qualifies, no other specials/concessions apply.
• When waiving application and/or administration fees, a prospect must still pay these fees up front. The special/concession will apply towards a move-in concession.
• Approval backup for any specials/concessions given must be uploaded to the Documents Tab in OneSite at move-in.

In addition to specials listed on the Weekly Marketing Report, we have partnerships with two animal shelters per property. Adoptions made through these partnered facilities qualify for a waived pet fee. Applicants must show proof of adoption along with the other applicable pet documents. Current partnerships are listed on each community's property website.

• Companies or corporations that would like to lease multiple units may qualify for discounts or specials. Qualifications are considered on a case-by-case basis. Please contact Revenue Manager for qualifying discounts or specials.
• When tenant is signing Company/Corporate leases, documentation must be provided, and uploaded to tenant page in OneSite, that verifies the signer is authorized to sign on behalf of the Corporation or Company.

Preferred Employer Discounts

• Preferred Employer and/or Military Discounts are listed on the Weekly Marketing Report e-mail that goes out every Tuesday. Military discounts include active, veterans and retired military.
• Only Corporate will approve or deny preferred employers.
• Preferred Employer Discounts (PED's) are available and may be offered on all lease terms, with exception of Month-to-Month.
• PED backup/verification must be uploaded into OneSite under Documents.
• PED's are available for Guarantors as well. Please refer to our Rental Criteria for procedures regarding Guarantors.

Resident Referrals

Last updated 6/30/2025

Advertising Rental Rates

Rental rates are automatically posted to marketing sites through the Marketing Center by the Marketing Department.

Locators

• Locator payout amount is listed on the Weekly Marketing Report. Locator effective payout is based on date of application of prospect. Locators are paid after successful applicant move-in.
• Locators are required to be present and escort prospect through property tour for payout (with exception to digital sources, e.g. ApartmentList).

Pre-Leasing Units and Rentable Items

Administration Fees

• If a prospect is interested in leasing a unit, an administration fee and application fee must be paid. Application fee may be waived/reduced if there is a special.
• These fees should only be paid online through the resident portal.
• Refer to your property's Fees and Policies Spreadsheet (located in Google Drive) for details on holding deposit/administration fee and application fee amounts.
• In the event the applicant does not move into the apartment, the administration fee is refundable only if:
  • The applicant cancels the application within 24 hours or by the time frame stated on the rental guidelines signed by the applicant, OR
  • President denies the application (if denied due to not disclosing or lying on application, administration fee will not be refunded).
• A unit is not considered leased unless the administration and application fees are paid.

Applications

Last updated 3/23/26

Use the Move-in Checklist to assist you in the Application process.

All prospective residents over the age of 18 or 19 (Alabama) must submit a complete application through LOFT Living/Property Website with all corresponding fees.

• Completely filled out application (no blanks) and signed by all parties over the age of 18 or 19 (Alabama).
• Rental Verifications must be made for all applications.

All Applicants (18 years [Texas] / 19 years [Alabama]) and Co-signers must pay an application fee unless otherwise specified. Refer to your property's Fees and Policies Spreadsheet for details.

Online Applications & Resident Portal

Prospects are to submit applications through the property website unless they are applying under a Business/Corporation. When the applicant moves in, their portal account is already set up and ready to start making payments or submitting service requests.

Application links for prospective residents are shared through Knock. There is no need to manually generate or send a separate invite — the link is already built into your existing outreach. The application link is also available in every email and SMS communication sent through Knock.

Income Verification

Last updated 3/23/26

Income verification is done automatically in OneSite after Identity Screening:

• If the Identity Verification passes, an Income Verification link is automatically sent to them to link their bank account, payroll service, etc.
• If the Identity Verification fails, an Income Verification link will NOT be sent and the Community Manager must resend the IDV link so the applicant can retry.
• Applicants will have the option to either provide their banking information, payroll information, or upload a copy of their most recent pay stub for verification.
• Applicants must have a minimum of 3 month's worth of data to be considered.

Approval Levels

Every Applicant must be presented with both the Security Deposit and Deposit Waiver Fee option. The applicant will decide which option they want to proceed with.

Business Credit Screenings

Last updated 4/10/26

For Business Credit Screenings, onsite teams must manually enter the Guest Card/Application in OneSite. Business/Corporate Applicants must submit proof of business ownership and provide a valid D-U-N-S® Number issued by Dun & Bradstreet.

When entering the business applicant: First Name: * / Last Name: Business Name. The applicant must be listed as: Head of Household, Lease Signer, Business/Corporation.

If a business/company leases multiple units on the same day, they should be charged for one screening with results uploaded to each unit profile they leased.

International Credit Screening

Last updated 4/10/26

For applicants with international residency or no established U.S. credit history, screening will be completed directly within OneSite.

For screening issues or questions, submit a support request through the RealPage Support Ticket Form.

Qualifications / Rental Criteria

Last updated 3/23/26

Qualification specifics vary by property. Please see Rental Criteria for detailed information.

• Gross Income must be 3x monthly rent.
• Income can be verified with: Official Employment Offer Letters, Income Verification through OneSite (Payroll Linking or Bank Account Connect — minimum 3 month's worth of data required).
• Prospects that make less than 3x monthly rent will require a Co-signer who must make no less than 6 times the monthly rental amount, and show 1 year of continuous employment.

• Complete Landlord and Employment Reference form, signed by an Employee. For Texas properties, "Request for Rental History" form from BlueMoon must be used.
• All applicants must have a verifiable landlord reference, maintained for no less than 6 months.
• If the applicant has a previous eviction or has been given notice by the Landlord to vacate, they will be denied.
• Required information to obtain from the Landlord: length of residency, monthly rent, number of late payments, number of NSF checks, were there any disturbances, are they aware of any damages caused by this person, did this person give a 30-day notice, would they re-rent to this person.
• If the applicant has been a homeowner for 5 years or more, simply state that on the verification sheet.

Spouses must still complete the Income Verification and they can enter $0 for their income under Home Maker as a job. This ensures that the income is considered as a combined household income.

• Applicants with felony convictions are not allowed to rent.
• Admitting applicants with other criminal violations are determined by Corporate on a per-property basis. Please ask a supervisor for details.

Acceptable credit scores for residents are determined by Corporate on a per-property basis. Please ask a supervisor for details.

Unit Inspection

• Units must be improved to working order and in excellent condition.
• Walk the unit at least 7 days prior to move-in, through the Mobile Facilities app, and ensure any unfinished maintenance is completed as soon as possible.
• Walk the unit day of move-in and place move-in gift in unit. Also recommended to walk 2-3 days prior to ensure no additional issues need to be corrected.
• Each unit should have 3 sets of keys: 2 copies given to the new resident, 1 copy remains in the office.
• Ask residents to inspect the unit within 48 hours of move-in.

Move-In Costs

Application Fee and Administration Fees must already be paid prior to move-in (see Administration Fees section).

A Security Deposit and/or Deposit Waiver Fee is required at move-in by all tenants. Every tenant has two options:

• Security Deposit (Refundable): Will apply towards unpaid charges at move-out, and the remaining portion refunded to the tenant after they move out.
• Deposit Waiver Fee (Non-Refundable): Usually a lower amount than the refundable Security Deposit amount. A Deposit Waiver Fee may only be offered as an alternative to a security deposit — it cannot be the only option offered.

Refer to your property's Fees and Policies Spreadsheet (located in Google Drive) for Security Deposit/Deposit Waiver Fee amounts.

Electric Verification

• Prior to move-in, the tenant must contact the electric company and change the unit's electricity into their own name. The tenant must provide verification from the electric company to the Property.
• This verification must be uploaded into the OneSite resident record.
• A scanned copy must also be attached to the tenant's file in OneSite labeled "Electric Verification- FirstName LastName".
• The electric verification information must also be entered into OneSite. Scribe: Entering Electric Account Information in OneSite.

Renter's Insurance

Last updated 4/10/26

All residents must carry renters insurance with a minimum of $100,000 liability coverage to cover damage to the property. Residents have one of two choices:

• Select any insurance provider they want, OR
• Enroll with our preferred insurance provider — eRenter Plan. Policy provides the minimum $100,000 in liability and different levels of personal contents coverage.

• Residents are required to maintain active renter's insurance for the duration of their lease, managed through the RealCoverage integration within OneSite.
• Residents must enroll in a policy no later than the day before move-in to ensure coverage begins on or before the move-in date.
• Enrollment options: realcoverage.com or the LOFT app (recommended).

• The "Interested Party" must be listed as: (Property Name) P.O. Box 115009 Carrollton, TX 75011-5009.
• Residents must upload their insurance policy through the RealCoverage portal or through the LOFT resident app (preferred method).
• Updated policies must be uploaded prior to the current policy expiration date.
• All third-party insurance policies are reviewed and validated through RealCoverage, and approved policies will automatically sync with the resident record in OneSite.

• Run the Policy Validation Report to identify policies that are pending review, approved, rejected, or missing.
• Run the Renter's Insurance Status Report in OneSite to identify missing, expiring, or non-compliant policies.
• Insurance compliance must be reviewed at minimum once per week.

Emotional Support and Service Animals

Last updated 10/30/24

• Ensure document is written on a licensed professional's letterhead with licensing and contact information listed.
• *Texas: BlueMoon TAA "Letter Regarding Assistance or Service Animals" is also acceptable if fully filled out and signed by practitioner.
• Letter should include name of individual and be dated within the past year.
• Verify that it is a licensed physician (Texas: TX Medical Board and TX State Board of Examiners of Professional Counselors; Alabama: AL Board of Medical Examiners).
• Contact medical provider to verify document was signed by their office; initial and date letter of confirmation.
• Upload all backup to OneSite resident record.
• Animal Addendum must state "ESA" or "Service Animal" after animal's name.
• ESA re-verification must be done at lease renewal time as well.

Under State and Federal Laws, for Service Animals, a person is not entitled to make demands or inquiries about the qualifications or certifications of a service animal for purposes of admittance to a public facility except to determine the basic type of assistance provided.

If a person's disability is not readily apparent, a staff member or manager may only inquire about: (1) whether the service animal is required because the person has a disability; and (2) what type of work or task the service animal is trained to perform.

Call Resident Prior to Move-In

At least 5 days prior to scheduled move-in, call the resident and confirm:

• Move-In date
• Electric transfer set-up in resident's name
• Renter's Insurance in place and up to date
• Rent, recurring charges and move-in costs
• Email Address

OneSite Move-In Procedures

Last updated 4/10/26 — Please use the Move-In Checklist throughout the entire move-in process.

Lease Generation (Move-In Packets)

• All leases must be generated through OneSite Move-In Packets. See Scribe: Generate and Sign Move-In Documents for Applicants.
• The Move-In Packet process is embedded directly within the Move-In Checklist in OneSite; follow each step in the checklist to generate, send, and execute all lease documents.
• All lease documents must be reviewed for accuracy and fully executed by all parties prior to completing the move-in.
• All occupants of the apartment must be listed on the lease.
• The rent reflected on the lease must be the base rent only — concessions must be documented through the applicable addendum.

Assigning Rentable Items

Completing the Move-In

• Once the lease has been fully executed, ensure all required documents are completed and uploaded, confirm all move-in charges have been paid, and verify screening and approvals are complete.
• The Manager will then complete the move-in by updating the applicant status to Current Resident within OneSite.

Electronic File Storage

All resident documentation must be stored within the resident record in OneSite. No physical files should be maintained unless required for legal purposes.

• Application and supporting documents
• Lease contract and all executed addenda
• Screening and approval documentation
• Proof of renter's insurance
• Move-in and move-out documentation
• Maintenance records
• Any resident correspondence, notices, or lease violations

Move-In Costs Payments

Move-in Costs due include, but are not limited to:

• Application Fee* & Administration Fee*
• 1st month rent
• Security Deposit and other Refundable Deposits and/or Deposit Waiver Fee
• Pet Deposit/Fee/1st month's pet rent
• Utilities or Facilities Fee (as applicable)
• If move-in is on the 25th of the month or after, move-in payment must include next full month rent and other monthly charges as well.

*Paid at time of application

Resident Portal Registration (LOFT Living)

Last updated 4/10/26

All resident portal access is managed through the LOFT Living Portal within RealPage. New residents who applied through LOFT Leasing will use the same login credentials to access the LOFT Living Resident Portal after move-in.

Residents cannot self-register for the LOFT Living Portal and must be invited.

The LOFT Living Portal should be used for all resident-facing communication, including:

• Resident notifications and announcements
• Account-related updates
• Payment reminders and confirmations
• General resident communication

Navigate to: Staff Tools → Messages and select the communication type (Send Email Notification, Send as Voice, or Send as SMS). Select your audience (individual residents or groups) and enter the message details. If the communication is urgent or emergency-related, select "Make Important" to ensure delivery even if a resident has opted out of standard email notifications.

Knock should be used for all leasing-related communication, including: prospect and applicant follow-up, tour follow-up and nurturing, application status communication, and pre-move-in communication.

Renewals

Corporate manages all renewal pricing, communication oversight, and lease execution in coordination with the Centralized Resident Services team and onsite teams.

Renewal offers are generated monthly using AIRM:

• On the last Thursday of each month, the Revenue Manager will create initial renewal offers in AIRM.
• Regional/Area Managers will review and provide feedback, including notes on pricing and entering any non-renewal requests directly in OneSite.
• All comments and non-renewal requests must be submitted by the following Monday at 5:00 PM.
• The Revenue Manager will finalize and submit all renewal offers by the 1st Thursday of each month by 12:00 PM.

• Renewal offers are distributed to residents once finalized.
• Centralized Resident Services will manage initial outreach and ongoing communication.
• All email communication must be sent through the LOFT Living Portal within RealPage.
• All communication and outreach efforts must be documented.

• Follow the Renewal Engagement Workflow to support resident retention.
• Maintain and update all activity within the "Property Abbreviation-Renewal Tracking Sheet".
• Updates must include: dates of communication, summary of conversations, resident intent (renew, undecided, notice, etc.).

• All renewal leases are prepared, executed, and completed by the Centralized Resident Services team within OneSite.
• Centralized Resident Services will complete the renewal in OneSite once all documentation is signed.

Month-to-Month Tenants

Last updated 4/10/26

Any resident whose lease has expired and has not signed a renewal or moved out must be placed on a Month-to-Month (MTM) lease with an increased rental rate and applicable MTM fees.

Month-to-Month charges will continue until ALL of the following conditions have been met:

• The resident has vacated the unit.
• All keys have been returned.
• At least 30 days have passed since the resident submitted a notice to vacate, OR a new lease has been fully executed.

If the previous lease required a 60-day notice, a 30-day notice is only acceptable once the resident has transitioned to MTM status.

Non-Renewals

Last updated 4/10/26

• Once approved, Regional Managers will ensure the resident is marked appropriately in OneSite.
• The Revenue Director must be notified immediately of any approved non-renewal — this ensures that a renewal offer is not sent to the resident.
• All Non-Renewal forms are generated through the property's document generation platform (BlueMoon or applicable system). If a form is not available, contact your Regional Manager.
• A Non-Renewal Notice also serves as the resident's Notice to Vacate.
• Residents should not receive both a renewal offer and a non-renewal notice.

Transfers at Same Property

Last updated 4/10/26

• All transfer rent quotes must be provided through OneSite. Any exceptions must be approved by the Director of Revenue or the President.
• Once a unit has been selected, the resident must sign the Transfer Application, which is completed by an onsite team member.
• Ensure the correct transfer fee is charged and collected in OneSite. Refer to the property's fee sheet for current transfer fee amounts.
• Walk the current unit and assess for any damage or required repairs. If damage exceeds normal wear and tear, the transfer may not be approved.
• Onsite teams must complete the Transfer Request Form and upload the signed Transfer Application within 24 hours.

• Last Name of Main Leaseholder · Current Unit · Current Floor Plan · Current Rental Amount
• Proposed New Unit · Proposed New Floor Plan · Proposed New Rental Amount
• Proposed Move-Out Date · Proposed Move-In Date

• Upload the Transfer Application to the resident record.
• Confirm the transfer fee has been charged and paid.
• Verify utilities are set up for the new unit, renter's insurance compliance, and all resident information.
• Generate and send lease documents through OneSite and countersign all executed lease documents.
• Complete the move-in within OneSite once pre-move-in inspection is confirmed.
• Onsite teams must complete the move-out inspection for the current unit within 5 business days of move-out.

Transfers to Another Property

Last updated 12/3/2024

Please review Transfer Request Handling Procedures document for step-by-step instructions. The transfer must be treated as a normal move-out and move-in.

• Transfer Fee must be charged/paid and transfer must be approved by Regional or President. Transfer Fee may be discounted if transferring at end of lease term.
• Managers must carefully coordinate to ensure that the property accepting the new resident is prepared for the move-in.
• Security Deposits or any Refundable Pet Deposits are not transferred between properties. Tenant must pay new Security Deposit and/or Refundable Pet Deposit to new property once they receive money back from old property.
• Tenants must pay new Pet Fees and Deposit Waiver Fees to new property, at move-in.

Notice to Vacate

Please use Move-Out Checklist throughout the entire move-out process. Be sure to discuss the reasons for moving with every resident. If possible, try to keep resident by reviewing Costs of Moving and Market Survey.

The tenant is required to give a written 60-day Notice to Vacate (NTV) by filling out the Notice of Intent to Vacate form. All financially responsible residents must sign the form.

• Give one copy to the resident.
• Scan and attach copy into Documents in OneSite.
• Place tenant on notice in OneSite.
• Let Resident Services know of notice so required communication can be sent out.

Early Lease Termination

Please see Early Termination or Buy-Out Addendum in the Resident Lease Packet for more information.

• At least a 30-day written notice must be given prior to early termination date.
• Early Termination Fee is equal to 2x month's rent.
• Early Termination Fee is due and payable at the same time the early termination notice is given, otherwise it is not a proper early termination notice.
• All lease charges must be paid when due through notice end/early termination date.
• All concessions/specials must be charged back unless resident fulfilled at least 6 months of their lease agreement.

Improper Move-Out / Notice

Move-Out Inspection

• Move-Out inspections must be done within 2 business days after move-out. Tenants have the right to be present at the inspection.
• It is highly recommended that Community or Assistant Community managers perform a pre-move-out inspection to get an estimate of damages and pre-plan make-ready schedules.
• Inspections after tenant move-out must be done through Mobile Facilities App or via the Facilities Tile in Unified Platform.
• Calculate the cost of replacing or repairing damaged items.
  • If an item requires replacement, the resident will be charged full price of replacement less depreciation: Carpet and tile = 5 years, Blinds = 3 years, Appliances = 10 years.
  • Cost of cleaning — see Move-out Cleaning and Replacement Charges Guide.

• Turn off all breakers except for the refrigerator.
• Lock all doors and windows.
• Close all blinds.

NTV and Move-Out in OneSite

Corporate will complete the Final Account Statement (FAS) in OneSite.

• Before starting a move-out, review the tenant's ledger to ensure there are no outstanding receipts, charges or credits.
• Verify forwarding address is correct in OneSite.
• If adjustments need to be made a day after initial FAS was done, or later, please contact the Corporate Credits Manager.

Move-Out Completion and Tenant Statements

• We have 30 days at most properties to refund a deposit or submit charges to tenant.
• Move-out must be completed in real-time as keys are received in OneSite.
• Corporate will send a move-out statement and letter to the tenant along with a refund check (if refund is due to tenant).
• For past tenant balance collection we use Pay Ready (former Debt Logic). After we send the initial move-out statement, nothing else needs to be done from the property or Corporate — Pay Ready auto pulls past tenant ledger information and supporting documents from OneSite.

Moving Out One of Multiple Tenants

• Fill out and sign the Roommate Change Addendum. Scan and upload into OneSite Documents.
• If there is a change to the Lessees or occupants over 18 years of age, any new or remaining occupants must re-qualify.
• If a Lessee passes away, a death certificate must be provided and uploaded to OneSite Documents.
• Moving Out the Primary Tenant in OneSite should only be done at the Corporate level. Fill out the Credit Requests Form to request Roommate Change. Corporate will make necessary changes and convert the selected roommate to Head of Household.

Past Tenant Payments and Collections

• Pay Ready works to collect any past tenant balances and sends to collections after 60 days if unable to collect.
• Past tenant payments must not be accepted onsite once tenant status is "Past". If a past tenant would like to make a payment, refer them to Pay Ready customer service at: 855-740-3570.
• Any payments received in the mail from a past tenant, please mail them to Corporate.
• For past tenant balance inquiries:
  • Call Pay Ready at 855-740-3570 (provide property name and tenant name).
  • Email Pay Ready at customercare@centralbillingmgr.com.
  • Email and/or call Accounts Receivable at Corporate.

Death of a Sole Tenant

• Notify the family or any contact listed if they are not already aware.
• Bill the resident/estate for 30 days OR until all items are removed from the unit, whichever is later.
• If damages or additional cleaning is required, charge the resident/estate for the fees.
• No reletting fee or other charges should be imposed, other than normal move-out charges for cleaning or repairs.
• Additional rent should be charged and collected immediately if the family requests longer than 30 days to vacate. If belongings are still there after 30 days and no additional rent has been paid, the belongings should be placed into storage and the unit made ready.
• A move-out statement should be sent to "the Estate of ___" mailed to the tenant's address or other address provided by the family.

Lease Terms for Rent

All rent must be due on the 1st of the month. The rent due date does not change if the 1st falls on a holiday or weekend.

Forms of Payment

• ACH (eCheck) payments through tenant portal, LOFT Living — no transaction fees to the resident.
• Credit Card (resident pays 2.5% convenience fee) through tenant portal, LOFT Living.
  • The move-in cost for a new resident must be paid via LOFT Leasing on a desktop or laptop to avoid paying the convenience fee.
• eMoney Order (Electronic Money Orders) — Residents can make a payment directly to the property through a similar process as purchasing a paper money order. Best option for residents restricted from portal payments due to NSFs.
  • Set up: Dashboard → Accounts → Residents → Select Resident → Financial → "More" Action Menu (Skinny Snowman) → Print Payment Coupon.
  • Also go to the action menu next to the balance due and select Edit then "No Checks".
  • The resident will get an automatic email with their eMoney Order number and payment instructions.
  • eMoney Order Payment Locations: checkfreepay.com/en/payment-locator.html (enter the property ZIP code).

Processing Payments

Credit card, ACH, eMoney Order, and other electronic payments are automatically entered into RealPage OneSite and deposited into the bank once the resident submits the payment.

Pre-authorized payments are posted to the resident ledger one day prior to the scheduled withdrawal date.

If a paper check or money order is received from a current resident, complete a Chase Bank deposit slip and send an email to Corporate Accounts Receivable, copying the Corporate Controller, with the following information:

• Resident name
• Unit number
• Date funds were received (used to ensure late fees are adjusted appropriately)
• Photo of the check(s) or money order(s)
• Photo of the deposit slip or deposit receipt

Funds must be deposited with Chase Bank in a timely manner, especially at month-end. After the deposit, wrap the check and money order copies with the deposit receipt and store them in a secure, locked location for 30 days. After the 30-day retention period, shred all copies.

Late Charges

Each property has a specified grace period for rent collection. All rent accepted after the last day of the grace period must have an associated late fee. Residents owing at least $100 in rent are subject to late fees.

Late fees are automatically charged in OneSite, in accordance with each property's late fee policy. Late fees post daily at 1 am PT, same day they are due.

Balance Due Letters / Late Notices

Balance due notices are to be generated each month on the 7th, or the first business day following the 7th. Onsite teams are encouraged to use these letters throughout the month as needed.

Navigate to: Documents > Letters & Notices

Set the following Filters:

• Account Type: Current Residents
• Filter By: Unit #
• Balance: Select "Balance Due" and "Charges Due"
• Balance Over Amount: Enter 0.01

• Printed Notices: Balance due notices must be printed and posted on residents' doors after generation.
• Emailed Notices: Any residents with an email address on file will also receive a copy via email when the Send via Email option is selected.

Late Rent Collection

On the day following the late fee grace period, onsite teams must issue one of the following notices:

• Notice to Pay Rent or Vacate
• Notice to Vacate

Maintenance Operations Overview

All maintenance and make-ready operations are managed through the Mobile Facilities App and the Facilities Tile in the RealPage Unified Platform. These tools are used for:

• Unit move-in inspections
• Unit move-out inspections
• Property exterior preventative maintenance (PM) inspections
• Maintenance work orders
• Make-ready boards and unit turns

See the following guides for getting started with the Mobile Facilities App:

• Mobile Facilities App by RealPage — Install Guide
• Mobile Facilities Quick Steps Guide for iOS
• Mobile Facilities Quick Steps Guide for Android
• New OneSite Facilities Quick Steps Guide
• OneSite Mobile Facilities SOP Guide

Work Orders

All maintenance work orders are entered and managed within the Facilities module of the RealPage Unified Platform. Residents may submit work orders through the LOFT Living Resident Portal or by contacting the leasing office.

• All work orders must be entered in the system promptly upon receipt of the service request.
• Maintenance staff should respond to routine work orders within 24–48 hours of submission.
• Emergency maintenance issues must be addressed immediately.
• All completed work orders trigger an automatic resident satisfaction survey 2 days after completion.
• After Move-In Work Orders should be tracked using the "After Move-In Work Orders" report in OneSite to identify recurring issues and improve make-ready processes.

Make-Ready Procedures

Units must be made ready to an excellent standard prior to any new resident move-in. The make-ready process should begin immediately upon receiving a Notice to Vacate from a current resident.

• Use the Make-Ready Board in the Mobile Facilities App to track the status of all unit turns.
• Walk the unit at least 7 days prior to move-in to ensure all maintenance is complete.
• Coordinate with vendors for cleaning, painting, carpet replacement, and any other needed repairs.
• All make-ready work orders must be entered in the Facilities system for tracking and cost documentation.
• A final walk-through must be completed on the day of move-in before handing over keys.

Preventive Maintenance

Property exterior preventative maintenance (PM) inspections are conducted regularly using the Mobile Facilities App. These inspections help identify and address issues before they become larger problems.

• Follow the PM inspection schedule established for your property.
• All PM inspection results must be documented in the Facilities system.
• Any issues identified during PM inspections should be addressed promptly and tracked via work orders.
• Preventive Maintenance inspections for individual units are conducted every April and October. See Scribe: How to Schedule an Annual Unit Inspection in RealPage for instructions on generating inspections in Facilities.

Maintenance Supply Orders

Maintenance supply orders will be processed through the store front in OneSite Financial Suite. Please refer to the Purchase Orders section for general purchasing procedures. Emergency maintenance purchases must follow the Emergency Purchase procedures.

Incident Reporting Requirements

All incidents occurring at the property must be documented promptly and thoroughly. This includes — but is not limited to — property damage, resident disputes, injuries, criminal activity, fire, flooding, and any other events that could create liability or require management attention.

Filing an Incident Report

Incident reports must contain the following information. Use the Incident Report Form found in the Operation Manual Forms.

• Date, time, and location of the incident
• Names and contact information of all parties involved (residents, employees, visitors, witnesses)
• Detailed factual description of what occurred
• Any injuries or property damage (describe specifically)
• Actions taken immediately following the incident
• Whether police, fire, or medical services were contacted (include report numbers)
• Names of any witnesses
• Photographs or other supporting documentation

All incident reports must be uploaded to the resident record in OneSite (if resident-related) and submitted to your Regional Manager and Corporate.

When to Call 911

Security-Related Incidents

During the tour, leasing agents should never discuss security with a prospective resident. If a prospect asks about security, refer them to the local police department for public records. If a property has a patrol service, it is permissible to mention that the property offers a courtesy patrol service. Employees can never guarantee security.

Courtesy Officers are available for after-hours patrol concerns. If there are safety concerns, 911 must be called directly. Courtesy Officers must not use force under any circumstances.

Employee Safety

• Employees must always require a government-issued photo ID from prospective residents before conducting a property tour — no exceptions. This measure is taken to ensure the safety of employees.
• Leasing agents should never discuss security with prospective residents.
• Courtesy Officers must not use force. All safety concerns must be escalated to 911.
• Employees must never guarantee security to prospective or current residents.

Workstation Security

• Shut the computer down before leaving for the day.
• Do not save passwords on the computer's operating system or web browsers, unless there have been explicit instructions that saving a specific password is allowed.
• Set the computer to require the login password in order to wake the computer from sleep or screensaver.
• Only employees are allowed access to company computers, unless designated as a "resident" computer.
• Only authorized personnel are allowed access to resident files.

Spam and Phishing Emails

Please see What To Do - Spam/Phishing Emails for what you can do if you receive a spam or phishing email. Do not click on links or attachments in suspicious emails. Report phishing attempts to Corporate IT immediately.

Emergency Procedures

• Know the location of emergency exits, fire extinguishers, and first aid kits at your property.
• Know the emergency contact numbers for your property, including Corporate, Regional Manager, and local emergency services.
• In the event of a fire: follow fire safety procedures, evacuate residents safely, and call 911.
• In the event of flooding or water damage: shut off water supply if possible, move residents to safety, and contact your Regional Manager and appropriate vendors immediately.
• All emergency incidents must be documented per the Incidents and Incident Reports section.

Resident Safety Communications

If it is ever necessary to communicate safety-related information to residents (e.g., community alerts, utility outages, emergency situations), use the LOFT Living Portal's "Make Important" setting to ensure all residents receive the communication even if they have opted out of standard email notifications.

• 10 Commandments
• Mission Statement & Core Values
• Fair Housing Poster

IT & Operations Requests

• MacOS-Chrome-Tips
• What To Do - Spam/Phishing Emails
• Operations Manual Requests

Reports/Tasks Due Forms

• Daily Workflow/Checklist for Managers
• Weekly Workflow/Checklist for Managers
• Monthly Workflow/Checklist for Managers
• Quarterly Report Spreadsheet
• Team Huddle

Employees and Courtesy Officer Forms

• Calculating Hours & Pay
• Employee Rental Agreement
• Payroll Deduction Form
• Courtesy Officer Lease Addendum

Vendor Forms

• New Vendor Approval Request

Reimbursement Requests/Office Admin Forms

• GL Code Detail
• Check Request
• Travel Policy & Travel/Mileage Reimbursement Form

Credit Request Forms

• Resident Referral Request
• Credit Request Procedures & Form

Audit Forms/Checklists

• Move-ins & Renewal Audit Description
• Move-in Checklist
• Renewal Checklist
• Move-out Checklist
• Transfer Checklist

Application Forms

• Rental Criteria

Renewals and Transfers Forms

• Renewal Offer Request
• Renewal Offer Request Tracking
• Transfer Request Handling Procedures
• Application to Transfer

Move-Out/Past Tenant Forms

• Costs of Moving
• Notice of Intent to Vacate
• AL Requirements for Move-out
• TX Requirements for Move-out
• Move-out Cleaning and Replacement Charges Guide
• Move Out Inspection

Roommate Changes Form

• Roommate Change Addendum

Maintenance and Make Ready Forms/Checklists

• Maintenance Mobile Facilities App Install
• Mobile Facilities Quick Steps Guide for iOS
• Mobile Facilities Quick Steps Guide for Android
• New OneSite Facilities Quick Steps Guide
• OneSite Mobile Facilities SOP Guide
• Property Walk-Through Procedures
• Maintenance Make Ready Checklist
• Management Make Ready Checklist
• Preventative Maintenance Checklist
• Routine Maintenance Inspection Checklist
• Routine Maintenance Inspection Guideline
• Safety Guidelines
• Dumpster Safety
• Occupied Unit Inspection Form
• Down/Vacant Unit Inspection Checklist
• Emergency Contact List
• Fire Extinguisher Log
• Appliance Log
• Refrigerant Usage Log
• Pool Maintenance Log

Incidents Forms

• Incident Report