Resident Retention

In the apartment industry, the words “resident retention” are very important. To define it simply in my experience, it is a process to keep a resident happy in the apartment community, so that he or she will not want to move.

When discussing resident retention goals, behind closed doors, management and staff are brainstorming on ways to keep residents at their apartment communities. It costs much money to the landlord when a resident moves out. He or she is losing profits daily when the apartment remains vacant not to mention the expensive marketing mediums the landlord must pay to get people to come see the unit.

So when a resident gives a notice to move, then another, and another too often and too soon in between, someone should be paying close attention to this and looking for ways to slow these numerous departures.

One way is by surveying the residents. The apartment management may host a meeting, post surveys on doors with a small incentive, or walk door to door asking residents if there is anything they need done in their apartment and/or like to see changed in the apartment community.

Based on feedback, management and staff will accommodate their residents needs; therefore, keeping them around a little longer. Some apartment management will usually pay closer attention to resident needs during lease renewals which I personally feel is too late. Resident retention efforts should be made daily.

At least once, sometimes twice a week, there is always something going on at one apartment community I worked, because I was the one who initiated it. I wanted residents to feel like we cared and many with tears in their eyes, mind you, was most appreciative. I didn’t just keep the previous managers’ punch and cookies routine, but what I did do, was work with local businesses to get the residents the things that they needed. It was a win for everyone. Residents got discounts from local businesses, businesses got exposure, apartment visitors got to partake in some of the festivities as well. Eventually people were telling others, “My apartment community has really changed. There is a lot going on around here.”

I believe as I write that if it wasn’t for the support of management when it came to my ideas regarding resident retention we would have lost a lot of people. The previous landlords were not good and left many residents with a sour taste in their mouths. The resident retention numbers of those leaving the community were bad (in the double digits) when I came on board. There were more people going then staying and someone had to do something.

By Nicholl McGuire

Community Cover Ups - What Some Don't Want You to Know

Have you ever worked for an establishment that was less than honest?  If so, then you know you were most likely left with a choice either tell the truth, tell part of the truth, leave the truth out, or walk away.  For some of us, we looked for the opportune time and left different groups, settings, and people because they just didn't meet our personal standards.  They were either dishonest with the way they did things or deceptive when explaining them so at times they may have even left you scratching your head.  Of course, there were some shades of gray with these deceitful people that most likely moved some of you to leave your fields behind altogether, but for the sake of time, I will get on with the topic of this blog entry entitled, Community Cover Ups : What Some Don't Want You to Know.  In the property management industry there are those who are in the know about everything that is going on at the top.  From the personal interests of the building owner to what the secretary likes for lunch.  These same people also know what not to say or do to peeve the owner, investors and others.  Therefore, they will make sure employees do what is asked, no questions asked.

Now the cover up comes in to play usually when someone on the outside starts looking in at the inner workings of the company.  The resident who comes with a complaint is going to start asking questions.  He or she wants to know why something has been overlooked in his or her apartment, town home or rented house.  Now those who are out in the field, low level apartment management, only know what is being told to them by corporate management, those who run the business and all its employees.  So if corporate instructs community managers not to hold off on getting this thing or that thing fixed, then that's what they are going to do.  If those who work at the top are having some money troubles, they aren't going to let everyone privy on what is happening anyway.  Of course, there are those who manage to find out things; however, they know that if they do too much talking their jobs will be at risk, so they whisper amongst each other and talk in code with residents as if some day someone is not going to open up their mouths and say, "But she said...He told me that..."

The ones who have no clue what is really going on in the "big house" are those who have no direct access to those at the top unless owners just so happen to visit their properties.  So when the maintenance guy finds out that a resident has an ongoing issue in his dwelling, it is quite natural for him to act surprise and say, "I was unaware.  Was there a work order placed with the office?  Did anyone come out?"

Behind the scenes there is a lot happening and it isn't always pleasant.  Managers must meet budgets.  Owners must pay people.  And of course, residents must be happy.  But if there are some money problems at the top, personality differences, and other shady dealings then all those things will eventually come trickling down into the community at large.  Once happy residents are now unhappy.  Maintenance and housekeeping workers start thinking about working elsewhere.  Leasing consultants don't work as hard as they use to and managers they are left holding everyone's bags.  Meanwhile all the resident wants to know is, "When is someone going to come out here and fix my stuff!  I waited two weeks already!  If someone doesn't come out here fast, I think I will be contacting my lawyer!"  Does management want that?  Of course not.  However, there are those owners who are as tough as nails.  It doesn't matter what a resident threatens to do.  He or she will hold out for as long as he or she can until the resident decides he or she will move.  Now that might cost the tenant since he or she signed the contract, but contracts can be broken if owners and management are in agreement. then again maybe not--it all depends on how long and how loud the disgruntled resident screams.

So what about those cover ups, you might ask.  Why bother with them in the first place?  Why don't everyone just do their jobs?  In a perfect world, that would happen, but we don't live in any perfect world.  Look at our society far too many people are more concerned about money rather than relationship building.  It's just easier for some to pass the buck.  "That's not my job...I don't care...Why should I do anything that's not my prospect?" These are just a few of many, many statements staff say to one another.  The cover ups tend to come into play when someone along the chain of command screws up.  From paperwork to promises, a staff member opened up his or her mouth too soon about: assisting a resident, saying a job was complete before it was even started, knowing how to do something when the worker really doesn't have a clue, committing to a relationship with a staff member or a resident and now there is World War III affecting one's job performance, and more.  Management then has to make wrongs right by smiling and reaching some sort of compromise with the resident while frowning at his or her irresponsible employee.  This compromise might cost a little or a lot of money, both of which no manager wants to have come out of his or her budget if he or she can help it.  But let's just say that a cover-up does cost a lot of money to fix, now corporate is involved.  "Why are we spending XYZ for this?  What did your maintenance guy do?  What the#$%^&?" a boss doesn't want his lunch coming back up behind some on-the-job foolishness.

Other cover ups include things like, literally painting over something that should have been fixed prior to move in or taping duct tape to fix something that should have never been fixed with tape!   I have actually witnessed some things like this.  I was also the unhappy resident ready to blow up on someone too!  Old water stains covered up with a little paint by owners who don't want to repair a roof because it cost more than they can afford to pay.  I guess they assumed that it would never rain and reveal their tacky job?  Although I saw this situation developing prior to move-in, I couldn't get the one who signed the lease to recognize the problem beforehand.  Then there are those cover ups when it comes to things like electrical problems.  I was a victim in this situation too.  Apparently the crackling behind the wall and a blown out outlet had been overlooked, at least, so they say.  Then there are things like insect problems which I had been promised that the issue had been taken care of only to be welcomed by a few too many critters.

Leasing units with un-supportive management is one of the worse situations to be in when working in the apartment management industry.  You experience unnecessary stress from both sides.  The corporate office wants to see numbers, yet they don't recognize their part they play in permitting the numbers to sink by not meeting the demands of the residents.  Meanwhile, the lower level managers attempt to keep the faith by telling their people, "Oh my boss will take care of it.  This is a good company to work for.  We take care of our people."  Cover up statements to go along with covered up problems!  Like with all things, the truth will reveal itself sooner or later and when it does, you better not be the one caught in a lie.  It is better to leave a company and all the benefits that come with it rather than compromise your integrity.

Nicholl McGuire is the author of Know Your Enemy:  The Christian's Critic.

How Can We Make this Right? When Residents Threaten to Leave

Sometimes issues will come up prior to lease renewal that need to be addressed.  But unfortunately, at some properties, apartment staff are slow about handling resident requests due to a number of things including having less than competent workers and worse, they are simply forgetful!

"I apologize Ms. Jane, I was meaning to get that done, thanks for calling and reminding me," the leasing consultant says.  Now our fictional resident Ms. Jane may be understanding now, but when it's time to renew her lease maybe not so much and that is when management will say, "How can we make this right?  What can we do to convince you to stay, Ms. Jane?"  So here is what I learned over the years and hopefully those of you who are property owners, community workers, and residents will take heed.

1.  Fix what is broken. 

2.  Replace what is problematic especially if you don't want a future lawsuit.

3.  Don't make excuses and definitely don't make anymore promises--make the disgruntled resident's issue priority!

4.  Offer to reduce the rent increase or better yet don't increase a resident's rent who has been very loyal for a decade or two.  Remember to talk this over with your boss first.

5.  If the problem isn't that major to you, but obviously a big deal for your resident for any number of reasons including a negative reaction from your co-workers about it, send a gift card after the work has been completed apologizing for the inconvenience.

6.  Reward those who have been good residents.  Give them an opportunity to choose from a group of specially selected gifts.

7.  Implement programs, groups, activities and more that make life easier for the resident.  From an instructor who comes to the property and teaches once a week to a business offering a product or service in the community room once a month, be proactive in meeting your resident retention goals.

These ideas will hopefully move your management to want to please the community.  Do ask to meet with those who can make a difference--both residents and staff. 

Remember when the residents are happy, so is everyone else!

Nicholl McGuire  

Where's Maintenance?

You pay rent each month for the luxury of having things like a pool, courtesy patrol and most of all 24 hour emergency maintenance. However, what happens when maintenance isn't doing their job?

Sometimes there will be those property management companies that pride themselves on exceptional maintenance service, but this doesn't happen often. Unfortunately, more times than expected, a new renter experiences a rude awakening after the first month of living at an apartment complex. Maintenance isn't moving as fast as they did during the early days. A typical service call is not answered within 24 hours, maybe 48 hours, 72 hours or as long as a week later. Sometimes service issues are never answered. Before long, the resident is spending his or her own money to fix a problem in the apartment even though management doesn't want that to happen. They fear that a problem in the apartment may not be fixed properly, so they want their staff to be the ones to fix it. But what's a resident to do when maintenance isn't showing up?

When management and maintenance aren't doing their parts, sometimes a resident will contact outside help like the police, Health Department, file a complaint with the Better Business Bureau, or contact an attorney. This is so that a case may be built against management for a future lawsuit. Disgruntled landlords may retaliate by finding fault with a "trouble-making" resident in an attempt to legally evict him or her or provide an option for a resident to leave the residence if he or she feels there is no way to satisfy him or her. However, many landlords will eventually get someone over to see the problem in the apartment. However, if a resident was to contact a workmen, outside the management company, most repairs would not be done because permission must be granted by the property owner.

Nicholl McGuire

10 Tips on Tidying Up Apartment for Inspection

Most apartment communities have an annual apartment inspection.  During this time it is important to be sure that you are following the terms of your lease agreement.  Otherwise, you might find your self having to pay for current damages, later lose your security deposit or worse sued or evicted.  So be sure you take a look at your lease prior to the inspection and make adjustments where necessary.

1) Carpet Cleaning

It isn’t a big deal to have your carpet cleaned prior to an inspection unless it is hideous and smells foul due to pets.  Some property management companies might offer carpet cleaning to residents who renew their leases earlier.  Do ask what specials are provided if you plan to stay another year.

2) Window Treatments

If the curtains are uniform with the outer appearance and/or blinds that were already installed in the apartment prior to move-in have not been removed typically there is nothing to be concerned about.  However, if the lease agreement says anything about the window treatments staying up or they must be uniform, you might want to put them back up prior to the inspection.

Photo by Mike Marquez on Unsplash

3) Housekeeping

The apartment will be checked to see that it is clean which includes no visible signs that insects are living with you.  However, if they are you should be calling the leasing office before the inspection so that pest control can come out and take care of the problem.  Cleaning might include: dusting, vacuuming, hanging up clothes, picking up belongings from the middle of the floor, mopping floors, cleaning toilets and sinks, and removing trash.

4) Paint and Other Personal Handy Work

It isn’t necessary to paint anything, but if there were unapproved paint jobs, murals, or challenging handy work that involved major changes to the place, this will be a problem for the staff to sell the suite in the future since it doesn’t look like the others.  Be prepared to pay much to have the suite renovated back to the way it originally looked no matter how much you disliked it prior to your “improvements.”  The leasing staff has to sell a suite based on what is being advertised to the public.  Anything else would be a lie.  If the changes aren’t drastic, you might get the pass, but don’t make any additional personal improvements.  

5) Pet Violations

The apartment will be inspected to be sure you are following pet rules like taking the animal out to perform general activities.  Believe it or not, some pet owners do not consistently take their pets out so they are left to roam within the apartment to expel waste.  This of course causes damage to the flooring as well as creates an offensive odor to all who live near the inconsiderate resident.  Another issue is the resident complaints that a neighbor suddenly has a pet that may also be breaking the breed restriction rules.  If a resident didn’t pay a pet security deposit and is not paying monthly rent for the pet, he or she is violating the lease agreement.  The resident will be asked to remove the pet or pay the fees; if not he or she most likely will be faced with an eviction.

6) Hoarding

The staff will make a note of an excess of items that might pose a potential health risk.  From clothes to people, if the space is crowded you will be asked to rent a bigger space.

7) Hazardous Materials or Equipment

Your apartment is not the best place to store flammable liquids from work or materials that are a disturbance to neighbors.  Chances are someone complained about what is happening in your apartment whether it is a smell, strange sounds, or something that is affecting one’s well-being.  The hunt is on to look for the problem belongings and when found you will be told to store them elsewhere.

8) Damages to Walls, Windows, Doors, or Appliances.

The staff will be checking for anything that should have been reported.  Arrangements will be made to have those items fixed if the resident makes the request.  Anything that the security deposit doesn’t cover will be billed to the resident and expected to be paid along with the rent.

9) Water, Gas and Heat

If all is working properly, nothing to be concerned about, but if not request that maintenance take a look prior to the inspection.

10) Electrical outlets

They will probably not be checked unless you bring attention to what is working and what is not.

Other items that might be noticed are non-working faucets, holes in floors, broken shelves, and doorknobs.  If they aren’t observed, once again let the staff know especially if these things had never been checked or fixed after you moved in.

Nicholl McGuire is the author of What Else Can I Do on the Internet? and other books.

10 Things Residents See Apartment Staff Do But Don’t Report

Have you ever noticed suspicious behaviors of resident managers and maintenance crew and wondered whether or not they should be doing what they do? Although some things are not written in your lease contract, there are rules that staff are suppose to follow internally and you wouldn’t know it unless you knew someone who worked on the inside. When you see any of the staff at your property doing the following things, notify corporate headquarters or the property owners. However, if you rent from a private owner, they may not have any specific protocol, but you should make them aware anyhow. Sometimes the owner is the one at fault and if so there are states' laws that every landlord is to follow. You will need to contact your local government for a handbook that lists those laws and your rights.

One. The on-site laundry facilities, gym equipment, business center, pool, or other areas being used by management for personal reasons.

You may have seen your property manager firing up the grill for a party, maybe swimming in the pool with friends, or washing his or her clothes in the laundry room, unless he or she is an on-site manager that lives at the apartment complex, they shouldn’t be doing it. You are paying for those amenities and they are meant to be enjoyed by the residents not the staff. It is an inconvenience to the residents living onsite that need to wash their clothes or have a celebration in the party room and the staff are using them. Do everyone a favor in your building and report them to corporate headquarters when you see them doing it.

Two. Managers and maintenance entering your apartment without residents knowing about it.

You are away at work not suspecting that anyone would be looking around in your apartment. Then one day you come home to discover that something in your apartment is out of place. You call the main office and they tell you that one of the maintenance men were checking for leaking faucets that day. Proper protocol should have been to leave a note by the one who had entered your apartment. Even better, some companies will notify you with a letter at least a week in advance letting you know that someone will be entering your apartment for routine maintenance. However, for emergencies there is no time to let you know in advance, but staff is still expected to leave a note letting you know when they came into your apartment and what they did while there.

Three. Management and maintenance staff inspecting residents’ trash.

Sometimes residents will leave trash in places they shouldn’t have, if you are one of those residents stop it. But if you do, maintenance is not allowed to go through your trash to find out who left it, remove plastic containers, or look for some hidden treasure. There are always those cases where trash will tip over, break, or come open and will need to be cleaned up. However, you are responsible for properly disposing of trash. Some managers will issue warnings then later serve evictions to residents for property damage.

Four. Management or staff removing packages or mail placed by the mail carrier from a resident’s mailbox or front of their door.

This one is tricky. Let’s say you have a good relationship with management and he or she was concerned about your package sitting out in front of your door for days at a time, they may remove it and take it to their office. You may have been away for awhile and your mailbox is full, so management may remove your mail at your request. However, many will not touch your mail or packages no matter how full your mailbox gets or how long a package stays outside of your door. The reason for this is that they do not want to be held responsible if your mail or package is damaged, stolen, or lost. When you are out of town it is better to designate a loved one, friend or neighbor to clean out your mailbox for you if it should overflow. The mail carrier may give the overflow of mail to management, but not always. He or she may leave a note indicating that you will have to pick up your mail at the post office.

Five. Staff showing up announced at a resident’s apartment for personal reasons or entering it unannounced such as helping themselves to some food or watching television.

When you moved into your new apartment, the last thing you expected was to be harassed by management or maintenance about going out on a date, attending an event, joining a business opportunity, visiting a church or whatever other reason they felt it was necessary to knock on your door almost daily. You also didn’t expect that someone from the staff would abuse their privileges of entering the apartment without you being at home. In situations like this, you will want to notify the corporate office and if they persist, contact your local law enforcement.

Six. Management failing to acknowledge a resident’s requests within a 24-48 hour period.

It should never take any longer than three days for anyone to get back to you about a work order request. Efficient staff will respond either that same day depending on how early you called or by the following day. Residents should never have to wait weeks at a time for a request to be granted. If you find that no matter what you ask for management just doesn’t seem to be on top of your requests, you will have to notify their boss or better yet, check your local business directory for an organization that handles tenant and landlord disputes.

Seven. Managers threatening or harassing a resident about rent.

Most states will give you a thirty day notice before they evict you. If you find that you notified management a week in advance about paying rent late and they are calling you a week later about the rent, you will want to remind them that you are aware of your rights and that you will have the rent as soon as you can. The reason why they want you to have it on the day you may have promised is because they know they have a deadline to meet when it comes to filing court papers against you. You will want to re-read your lease to find it if there are any points you may have missed regarding the payment of rent. Also, find out what your state’s laws are in regard to late rent payments.

Eight. Managers failing to make residents aware of rent increases, lease renewals, changes in management and other things related to their lease contract.

You should not be suddenly told that the property is being bought, your rent will be increased next month, and other similar things without receiving a formal notice from management. Anything that may affect your stay should always be made in writing. Never assume anything without contacting management for yourself or requesting to speak with someone at corporate headquarters. Managers are supposed to give you this information if you request it.

Nine. Managers allowing outside contractors to come into resident’s homes while they are away without staying with them or letting them know they have been there.

You may have a problem with your phone line, need cable turned on, or some other issue, management is never suppose to give outside contractors your apartment key for them to let themselves into your home. Rather, someone from the staff should be escorting the contractor through the property and unlocking the door for him or her. Most staff will leave your apartment door open while they are in your home as a safety precaution and so that you are not startled if you should come home early. They are also expected to leave a note or call you to let you know that they were in your apartment.

Ten. Managers copying master keys and leaving them with a resident’s family or neighbors.

If you as a tenant choose to leave a copy with your family or neighbor that is your business, but managers should never leave copies of your keys with anyone without your written request to do so. If there is some kind of lock out program enforced, then there may be a reason why someone onsite needs to be available to let people into their apartments. Otherwise, if there is no such program and you are not made aware that someone other than staff has a copy of your apartment key, then they are violating your rights. Once again, notify corporate headquarters, the property owners, or your local police about the matter.

When you live in an apartment complex, know what is going on with management and your neighbors. Read the company newsletters, if they have any, and know about any upcoming changes that may be happening in management and on the property. Also, be friendly with at least one of your neighbors by waving, helping them carry something, knocking on their door if mail was mistakenly placed in your box or you noticed something strange. Keep your ears open to rumors and call management to confirm the truth. When you make attempts such as these to get to know the people in your community, they may be helpful to you in the future by watching your property, assisting you when you need help, and keeping you informed of the latest happenings.

By Nicholl McGuire

Move Out Date

So you are looking to move out your current apartment, but when? If you give ample notice, your landlord will love you. However, too late and you may ruffle some feathers, not only that, you may find yourself paying prorated rent for an apartment you are not staying in.

Most lease contracts require at least a 30 day notice prior to the end of your lease. While others may mention a 60 day notice. The move-out date alerts your landlord, so that he or she will begin marketing the unit for the next resident.

Most landlords want a written notice, so there is no question about whether a resident is staying or going. They also would like to be made aware of any problems in the unit before a resident moves out. Conduct a preliminary walk-through with your landlord to be sure that you both are on the same page regarding what repairs need to be made before you leave. For instance, some residents like to paint the walls different colors. Most landlords require that a resident paints the walls back to their original colors.

Don't waste time thinking about "when and if I move," know what you are going to do in advance to avoid any unnecessary charges.

Nicholl McGuire

14 Tips Residential Renters Can Do to Keep Their Place in Good Shape

So you want to receive most, if not all, of your security deposit back when you move, huh? Well what might you do now to get what you want? Well some would assume all they have to do is keep the apartment reasonably clean and don’t break anything. There is more to apartment living than that and it all depends on what you consider clean and not damaged. If your views conflict with the leasing contract, then you just might not get your security deposit back.

One. Take shoes off at your door.

The more dirt one brings in from outdoors, the harder a resident’s carpet will be to clean. Any cost to repair and clean the carpet will be deducted from one’s security deposit.

Two. Don’t use tape on walls.

The sticky adhesive, especially from so-called invisible tape, will leave unsightly markings on a matte finish wall. Since many landlords choose to go with inexpensive paints (rather than use a semi-gloss) just about any marking will appear on a wall painted with cheap paint from a marking from furniture to dye from one’s clothing, curtains or bed sheets.

Three. Cover heavy traffic areas with throw rugs.

Heavy wear will show up on carpet from repeated walking. So if you are the lucky one who received brand new carpeting, don’t allow it to become unattractive because your high traffic areas have been left uncovered. Plastic runners, area rugs, oriental rugs, any decorative rug will do. But watch for those that might have gripping or leave markings on carpet fibers and damage them. Also, don’t use masking or gray tape, staple , glue or other harsh items to keep the carpet in place. These items will also cause damage overtime.

Four. Cover low wall space with furniture when you have children.

There are areas in one’s unit where a child may paint, use markers, pens, and even drive toy cars along the wall. Center your child’s activities in an area where he or she can’t use walls as potential canvases. Flush furniture or hang maps, posters, or decorative carpeting low so that the child's creative space is well-covered. The mentioned decorative items also absorb sound which will help with noise.

Five. Don’t flush the full length of a bed up against the wall.

Sometimes people will line their bed up against the wall to allow for more space in a room. However, they don’t think about how bedding will rub up against the walls which leave markings on walls that have been painted with that cheap paint as described earlier. Also, children tend to bring toys to bed with them which might ruin walls and make their bedding area appear unclean.

Six. Use shelving that doesn’t have to be hung on walls.

Many people like to organize their home with the least amount of furniture. So what happens is many shelves are hung on walls. If items are not hung properly, they might damage walls. Sometimes wall space is badly marked up because a resident places far too many items on shelves; therefore, the unit begins to fall off wall leaving behind large holes and cracks. Buy furniture and decorative items that don’t have to be hung on walls with large nails or heavy duty Velcro.

Seven. Store bleach products in laundry room or bathroom.

When one is washing clothes, he or she might carry a bottle of bleach around the home or sit it on a floor with the cap loosely on the top. Accidents easily happen and before you know it, there is a large bleach stain in the middle of the hallway or elsewhere. A good idea would be to keep products with bleach (chlorine) in them near the areas you will be using them the most. Never use them to treat stains in carpeting which leads me to my next point.

Eight. Avoid spot cleaning products that turn carpeting.

How many times has a company boasted about how their product works only for you to find out that it does nothing but change the color of the carpeting? This is why on the back of the bottle they advise test in a discreet area. But some residents start spraying products everywhere and now their carpeting looks like a two or three tone mess!

Nine. If you’re not a pet lover, don’t become one unless you know how to properly care for an animal and your living quarters at the same time.

There are those animal lovers who do well cleaning up after their pets, but others not so much. The ones who are nonchalant about keeping up with their pet’s hair and accidents are the ones who end up incurring a large bill. Sometimes their whole security deposit is used to pay for all the pet issues. Neighbors also tend to complain about pet odors and noise. Unfortunately, some animals attract bugs as well simply because they aren't bathed and treated so the resident will complain of having a flea issue. If time is short and so is money, do yourself a favor don’t get a pet.

Ten. Call maintenance as soon as issues arise from broken fixtures to inoperable appliances.

When maintenance issues go unreported, the resident might be held accountable. Don't be surprised after a move when your security deposit is not returned. Report problems in your apartment before you move.

Eleven. Wash hands.

This point seems to be simple enough. But you would be surprised just how many people don’t bother to wash hands after coming in from outside, working on something or eating something. Walls, outlet covers and other fixtures will easily catch food grease, hair dye, black fingerprints, blood markings, and more simply because people don’t bother to wash their hands. Sometimes these marks don’t come off with a multi-purpose cleaner without taking off the walls’ finish.

Twelve. Keep food primarily in kitchen and dining areas.

Once you tell someone, “It’s okay, you can bring that in here…” the food and drink products end up in the carpet, splattered on walls, cabinets and other places. There are those times that these products just don’t wipe clean. Many residents end up having to pay for damages just because a sugary, greasy or bright red something was too good to drink or eat in the kitchen or at a dining-room table.

Thirteen. Vacuum, take trash out often and perform your own pest control.

You can keep bugs from taking over your place if you maintain the upkeep of your unit. Schedule vacuuming your suite at least twice or more a week when you know you enjoy eating in your living-room and elsewhere. Crumbs and sticky messes attract bugs. Add mopping to your chore list too when you have linoleum, vinyl or hardwood floors. Don’t leave trash out. Buy a garbage can that controls odors especially if you cook often at home. At least once a month, spray cracks and crevices around piping in your home, doors, windows, floor boards, inside shelves, and other places bugs can get in. Although pest control comes at least once a month at most properties managed by corporations and less frequently at those managed by private owners, you will need to keep up with managing bugs both in and outside your home.

Fourteen. Entertain guests elsewhere more often than not.

The more visitors, the more likely something will get broken, tattered, stained, or damaged when living in a rented suite. So watch how often you entertain. People who have the most issues with management and neighbors are those who unfortunately party the most. If it isn’t one thing, it’s another. The problem resident never considers that just maybe serving and/or drinking alcohol and drugs at a party might be the reason why he or she is often in trouble with the law.

These are just 14 ideas, but there are others that with a little time, money and patience, you can be able to add a few more. Think about great pieces that not only decorate your home, but keep things organized as well. Cover hot spots or high traffic areas. Check http://organizerhome.blogspot.com for ideas on organizing your apartment or home.

If you begin to take action on many of the points mentioned in this article, you just might be one of the ones who will receive that nice note attached to your security deposit refund that says, “Thank you so much for all you did! The place was spotless!” Finally, do remember to take photos before and after your move.

Learn more about Nicholl McGuire, author, poet, and speaker at http://nichollmcguire.blogspot.com

When the Landlord Has to Enter Your Apartment

Those days will come where one's apartment dwelling will be visited by management. State laws require that a landlord give notice before entering one's unit. But unfortunately I have heard my share of stories of apartment management, maintenance and others not always giving at least a 24 hour notice. Most often when this happens it is due to an emergency.

Emergencies may occur in a resident's apartment such as: a water leak, electrical problem, rodent or insect nuisance, or some other problem. When this happens, usually a resident will need to clear the problem area. He or she should also pack up valuables.

There are usually sections within the lease contract that outline when staff may enter a unit including when a resident gives notice to move, so pay close attention to your lease during signing and periodically review it. Some residents are taken by surprise when their unit is already being marketed to the public before boxes are packed and they are already moved out. The inconvenience of having a stranger walk through your apartment can be irritating. One way around this is to compromise on when apartment staff can come view the apartment or simply refuse when staff show up.

I have been on both sides of the fence, the one showing the apartment and the one living there; therefore, I have mixed emotions, but I usually make the right decision when it comes to getting things done in the apartment unit. I tend to be more empathetic for staff then I would have ever been had not worked as a leasing consultant and apartment manager.

One of the biggest issues that maintenance has with residents is when they either don't report a problem or wait until it is so bad that they complain. Whenever there is a leaky faucet, watermarkings on a ceiling, a crackling sound behind a wall, lightbulbs having to be changed often, a bad odor, or frequent visits from bugs, there is a problem. Don't wait simply because you don't want to be inconvenienced, make a phone call, then another until something gets done.

Nicholl McGuire

Managers & Corporate: Bad Relationship Signs

You are a resident just looking to get some assistance about an ongoing issue in your apartment that is going to cost thousands to fix.  You speak to the community manager, then the manager speaks to the regional boss, and he in turns speaks to the corporate boss.  After a week or two, you follow-up only to hear from the community manager, "I have passed on your concern to my boss who is speaking to our corporate office about the matter and I should know something soon."  However, another week or two goes by and still nothing.  So you follow up again and this time the reason for delay has changed only slightly, but still means the same thing--still no help.  Now what do you do?  Contact the health department, the media, file a complaint with the Better Business Bureau--what?  Some residents hope the problem is solved before it comes down to such drastic measures, but sometimes it isn't.

There are those issues that happen behind the scenes that residents shouldn't know about, but what is in darkness, often comes to light.  A corporate boss or property owner may not be a likable or friendly person and unfortunately doesn't get along very well with those who he or she manages.  This person may be demanding or worse insulting.  Ordering his or her people around like slaves while expecting no objections.  Those that are weak-minded and desperate for income will go along with the program, while others who are strong-willed, will not allow the disrespect.

Don't be surprised if you see your favorite community manager, leasing consultant, maintenance guy, service coordinator or others suddenly leave one day.  The apartment management industry is known for having a high turn-over rate especially with leasing consultants; however, what many don't know is that sometimes there is a poison at the top that leaks down to lower-level employees who are out in the field dealing with none other than residents.  If there is no remedy in site for that poison than it will only spread.  In time, it shows up (in cases like the one I started this article with) where a resident doesn't get major repairs done on his or her suite.  When the leak spreads it results in incomplete paperwork, bad accommodations, attitudes, and more.  Managers and leasing consultants may not assist residents as much they once did.  The grounds may go weeks without being tended.  There are those at the corporate office who may not like the staff over at XYZ property for whatever reason, and may overlook their requests, change budget spending or refuse to acknowledge needs while blaming staff for everything that is wrong with the property.

So when you start seeing things going down hill at your community and you know it is owned by a large property management company, don't put all your concerns on lower level management, go straight to the top!  Contact the leasing office and put in additional work order requests while warning staff that you will be escalating the matter if things aren't done.  Other things that you can do to try to get your work order requests completed:  write letters to both the leasing and corporate offices mentioning dates you made your requests, make phone calls, and request a resident meeting  asking that someone from corporate be present.  Now some reading this might say, "If I have to do all this, then there is no reason why I should remain where I am?"  Exactly.  But until your lease is up, you either live with the problem or get a remedy for it.

Apartment Shopping: Know What You're Paying For Before Lease Signing

Distracted by the glitz and glamor of a nice, clean community, a potential resident walks into a leasing office and says,"Hello, I'm interested in a two bedroom apartment, can I look at one?"  The leasing consultant answers, "Of course!  How soon are you looking to move?"

The excitement and stress of looking for a new place to stay can be overwhelming, but definitely worth it when you find what you are looking for.  But how much space do you really need and is it necessary to pay extra for things you know you aren't going to use?

When apartment shopping, the leasing consultant may or may not mention the following during your tour, but you might be paying extra for them:

1.  "The monthly rent is...plus utilities."  You should be wanting to know how much more in addition to rent is the electric, water, trash, or whatever else you might have to pay fees per month.  Are you also paying for additional services when you don't really have to?  Notice the wiring, heating, and air conditioning units (separate or shared) and other connections.  Ask how much utilities like electricity and gas typically cost per month.

2. "We offer a service to our residents..."  Did your tour guide mention "FREE"?  If not, you most likely will pay extra for that service whatever it might be.

3.  "In addition to paying for...you will also need..."  "How much is that going to cost and do I really need it," you should be thinking.

4.  "Our community has a pool, sauna, jacuzzi, party room, business center, concierge service, work-out facility, play area..."  The more features the property has, the more the residents will pay in rent.  Will you be utilizing all of these features?

Too often people realize soon after paying the first month's rent and utilities that they didn't need everything that was offered to them.  Then what usually happens is the resident wants something smaller or desires to move elsewhere because "...they don't charge for water...I don't have to pay for any additional services..."  Unfortunately, most community managers will not let a new resident out of his or her leasing contract because of buyer's remorse.  

10 Signs a Landlord is Having Money Problems

If you would have known in advance about all the ongoing problems at your apartment complex, you would have never moved there! Why is your landlord ignoring you? Why does it seem that every time you tell him or her about a problem, nothing gets done? Chances are the landlord is having money problems.

One. Makes promises to fix things but doesn't.

You have written a letter repeatedly, left voice mails, and even met with the landlord or staff in person, and still nothing ever gets done! So what could be the problem or problems? The landlord could have other properties that are in worse condition then yours. He or she could be tending to those first. Other possible scenarios include: owes back taxes, dealing with ongoing legal proceedings, misappropriating funds, or any other number of issues and considers your requests not priorities.

Two. Tells you about upgrades and brags about maintaining property but you rarely see maintenance on the grounds.

The property owner made promises to upgrade your suite and add new amenities to the units, but nothing has been done yet. Why? Once again, the landlord realizes there is a problem with funding so he or she is putting off the extras.

Three. Claims repeatedly he or she has never received an email, telephone call, or written letter.

You told the landlord about some problems you have been having in your apartment, yet she still claims not to have received this letter, that receipt, or knows nothing about a service call. Don't play this game! Remind the landlord that you are disappointed in the lack of service you are receiving. One good way to get prompt attention fast is to state in writing that you have contacted an attorney and that you will be putting your next rent payment in an escrow fund until your needs are addressed then list again what it is that you need. Send the letter certified so that you have record that the letter was received.

Four. Believes he or she is doing you a favor by not making certain improvements.

So when you first arrive on the property the landlord tells you what he or she will be doing to make residents feel more at ease when walking the grounds and more comfortable in their apartment. Upon moving in you notice the script has changed, “I think we won't be getting that new pool, because we don't want an increase of accidents...I think if we create a new community room it might be a problem...Just think if we don't upgrade your kitchen cabinets, you won't have to worry over maintenance coming in and out of your apartment or the dust.”

Five. Charges you a late fee even when your rent wasn't late.

There is an error that happens once in awhile, but repeated errors and you have to wonder is someone borrowing from Peter to pay Paul.

Six. Cut off utilities.

Water, gas and trash is included in the rent, right? So why then is the water and gas department leaving notices to shut off the buildings utilities?

Seven. No visit from pest control or grounds keepers despite your repeated requests.

You use to see an employee from pest control spraying the grounds, a landscaper mowing the grass and others tending to the grounds. You have left messages about an increase of bugs and overrun grass areas, but no one seems to care. On the staff cares as long as the landlord is paying them to care. You might have to do a good deed, maintain your area as best you can and/or contain the health department.

Eight. No more community activities and freebies.

There was the pizza guy who offered free pizzas, then there was the free refreshments at the management and resident meetings and daily cups of coffee offered to residents, but these days there isn't anything going on out of the leasing office. Unless you create your own resident events, don't rely on the apartment staff anymore, funding most likely got cut.

Nine. Scheduled building improvements and paint jobs are canceled indefinitely.

When was the last time the building was painted? As much as the apartment staff would like to see their workplace improve and your apartment get painted, it won't happen if there are budget cuts.

Ten. New fees are instituted and residents are notified about sharp hikes in rent.

When you first moved you may have received a great deal, but now a year later, you are like, “What the...?” Well it happens, things increase in cost and the landlord has no choice but to past some of those expenses off on the residents.

Anyone who is paying apartment rent expects quality service and when this is not happening there will be problems. As an unsatisfied resident, you will want to record your findings, meet with manager and/or apartment staff, and consult legal counsel if necessary.

N. McGuire

Guest Cards: Good Leasing Agents Follow Up

I know it can be irritating to receive a phone call from a leasing agent about a property you just visited, but keep in mind, they are just doing their jobs.  You filled out a guest card when you toured the property. After you left, the leasing agent is supposed to file your information and then contact you either the same day or within a 24 hour period to see how your apartment shopping experience is going and what might he or she can help you with.  At a later date, the agent will call again to see how everything is going.  The visitor will most likely update the staff and request not to be contacted again if he or she has already found a place.

Sometimes prospects are not completely sold on their decision to move elsewhere, other times money is a temporary issue, a desired suite is not available, or maybe a guest is just looking for now.  Whatever the reason, there is still that possibility that a visitor just might change his or her mind and return to the property.

One of the issues I have noticed over the years with some leasing agents is they didn't bother to follow up with visitors after their first visit; therefore, they missed out on a potential resident.  Competitors made the necessary contact and made their offers just a little more sweeter. 

Consider this, a leasing agent who failed to follow up literally lost the company thousands of dollars!  Taking a moment to make a simple phone call just might be the best thing a prospect and a leasing agent could do for one another.  The potential resident could share his or her concerns and how might they be addressed.  The leasing agent could offer more options.

So if you are the leasing agent or the visitor do make the time to follow up with one another.  Share what is on your mind.  Is there an additional incentive being offered by the competition?  Would you have liked to look at more available suites?  Is there another property with the same company better suited for the prospect?  You will never know if you don't follow up.

Quiet Hours at Apartment Complex

Residents might have forgotten about what the lease said about quiet hours, but there is typically a line or two in the contract.  Find out what the hours are if you are unsure.  Sometimes with all the holiday parties, hosts and visitors forget.  Depending on the kind of complex and whether the landlord or courtesy patrol is the type that enforces the rules, some residents just might get away with their loud noise at least for a time.


However, there will be those who will most likely get some kind of written warning placed on or underneath their doors warning about noise.  This information is kept in the resident's file.  If noise becomes a frequent issue, then the complaints are calculated, a meeting is sure to follow and it just might end with a resident having to look for another place if issues aren't resolved.


So do keep in mind that even if a landlord or courtesy patrol isn't on duty, there will be those residents who will be watching and listening.  God forbid the police show up.


Nicholl McGuire 

12 Things a Bad Landlord Might Do to Keep Most or All of Your Security Deposit

The security deposit the most important thing residents are concerned about once moving from their old place. “When will I get it? How long does it take? Why am I being charged all these fees?” Upstanding property management companies usually provide you with an itemized list of charges before you move in, so you know how much you will be charged for things like nail holes and a new paint job. However, a private owner isn't so transparent. He or she doesn't tell you how much anything is going to cost before you move. “I have to get a quote for that...I don't know it all depends...I'll have to check with my guy...” While you wait for the approximate amount of your security deposit refund, you might want to find out what the going rate might be for repairs.

One. Overcharge for nail holes and other markings on the wall.

You know how many pictures you hung on the wall and so does the landlord. He or she is thinking, “This will need to be repaired and painted...that will cost me how much? Well, I will just take this out of his security deposit.” What some landlords won't tell you is that a do-it-yourself job of filling holes with something like toothpaste or painting the whole apartment some original color, only makes matters worse for you. A good landlord will tell you upfront “if you do this...it will cost you...” It's best not to make any repairs or upgrades yourself unless you have asked permission and know what you are doing or it will cost you and if the landlord is a bad one, he or she won't communicate any of this to you.

Two. Forget what he or she said about general wear, “Don't worry about that stain on the counter top or the wall. I won't charge you.”

Sure, the landlord won't. To be certain, you should have taken a picture before you moved in and sent him or her a long list of those “general wear” markings.

Three. Charge you for every stain on the carpet that can't come out and/or carpet burns and holes you didn't do.

You know the spill in the corner that you hid with an area rug? What about the burn in the carpet or the hole? Well, if you didn't list that in advance (that is if you know you didn't do it) your landlord will charge you for it. Did you take pictures of the carpet or note that before you moved in the place?

Four. Inflate the cleaning fee.

You remember how you left the place, don't you? Well the landlord might have a short memory when it's time to pay out your security deposit. If you didn't make certain to clean out everything including some things left behind by a previous resident or even the maintenance staff, he or she might charge you for that too. But you say, “I was just being nice. I left a nice chair that I thought she could use for the next resident.” Doesn't matter, it's garbage and although you thought you had an understanding with her, suddenly she is all business when it comes down to her, I mean, your money.

Five. Keep you in the dark about what it costs to repair something.

You know how much it costs to repair a door, buy a new screen, or something else you may have damaged. However, your landlord has “expensive taste,” he or she may not say anything about the contractor he or she will be using to make repairs until you see the deductions out of your security deposit.

Six. Hold your security deposit past the time required by a state law.

If you don't know when you are supposed to get your security deposit back, you best research for tenant laws in your state. The bad landlord is hoping you don't know too much about the law, this way he or she can do what he or she wants with the security deposit for how ever long he or she wants. “I think I don't like the way she spoke to me on the phone, I'll hold her security deposit until she calls for it!”

Seven. Expect you to pay for repairs that he or she was already notified about before you moved out.

You conversed with the landlord about the things you noticed in the apartment. Notice “conversed” not “sent letter to landlord,” now he or she is charging you for things you already told her about. Your word against her's in a court of law.

Eight. Accused you of leaving the apartment unclean.

Although this point is similar to one discussed already, the difference is the landlord is blatantly saying, “You didn't clean the apartment, so I took out X amount of dollars out of the security deposit.” There are general charges, because for the safety of other residents she has to go over your cleaning work, but then there are hyped up charges just to take more money out of your security deposit. You can dispute the charges with photographs and price quotes from area cleaning companies in a court of law.

Nine. Interview other residents to build a case against you in case you have threatened to sue he or she.

Sometimes you just can't let the left hand know what the right hand is doing. “So you are going to sue me! Well, I know some people who will help me counter sue you!” If you were using drugs in the apartment, making loud noises and the police were called, or doing other things that caused a problem in the apartment complex, a landlord just might use the counter-suit to pay you back! Be sure your “i” is dotted and your “t” is crossed!

Ten. Lie about correspondence and/or phone call.

Let's say you told the landlord you were moving out in thirty days. You sent he or she an email then followed up with a phone call. The closer it got to time for you to move, the landlord starts to have amnesia, “I think you gave me a 25 day notice, didn't you?” You know that he or she is mistaken, and you claim you gave he or she plenty of notice. The idea behind this is to reduce the security deposit refund by penalizing you for not giving the landlord proper notice. Be sure you keep copies of all correspondence and for suspected bad landlords, record phone call conversations if need be.

Eleven. Reduce your security deposit for holding keys although you may have told him or her you need them for a day or two after your move-out date.

You may think, “I will hold on to my apartment and mail box keys a little longer because I can't get a truck until a certain time to get the rest of my stuff and I don't know if all my mail will be transferred over.” Not a good idea! A good or bad landlord will surely charge you for staying in the apartment even if you aren't living there, but just holding on to the keys passed the move out date. This isn't a bad landlord move, but it can be if you aren't reminded that he or she will take money from your security deposit everyday that you don't hand over your keys. “You should have told me!” you yell at the landlord. “You should have read your lease!” Meanwhile, you thought that you had a good relationship with the landlord by telling him you needed the keys. “Nothing personal, just business.” The landlord says.

Twelve. Charge you for things that other residents have done.

You might have a parking space, and noticed other residents have been parking in it while you are gone. Their cars leave stains on the concrete and a few times they hit the wall surrounding your parking space. You may have told the landlord about those bad tenants, but he or she claims, “I forgot.” The next thing you know you are receiving a deduction out of security deposit for damages and cleaning fees you didn't do.

Now that you have 12 possible scenarios that a bad landlord might inflate to keep most, if not all, of your security deposit, be sure that you have a solid case against he or she by: having photographs in your possession, video, audio recordings such as a voice mail messages, and any correspondence related to your case if you should choose to sue.

N. McGuire

Apartment Move Gone Wrong, So Now the Nit-Picking Begins

Something happened between the move-in and the emotional leasing office visit that has caused a resident to want to leave what use to be his or her comfortable living space.  But it won't be as easy as he or she might think, a lease was signed.

Stuff happens, people buy things, don't like them and now they want to take them back to the store.  When it comes to apartment shopping, there is no refund policy.  If a tenant didn't take the time to read his or her lease, then he or she just might be disappointed.

Sometimes people move into apartments only to discover that they can't tolerate a certain sound, don't like the people who live next to them, or notice something annoying about the place, but these reasons will not get one out of his or her lease.  The nit-picking will start when a disgruntled resident doesn't feel like the leasing staff is being most accommodating despite every effort being made to bring comfort other than letting the tenant out of the lease.

If you or someone you know seems to be acting badly about his or her rental situation:

1.  Read and re-read the lease and all other documents.

2.  Attempt to get a mediator involved (visit a local housing rights office).

3.  Find out if the lease can be broken if you or the landlord is able to rent it to someone else.

4.  Report to maintenance any items that are not working or request those things be replaced that continue to cause problems.

5.  Note the things you find wrong about the apartment and take pictures.

6.  Check for alternative housing and provide a written notice you would like to end your contract.

Nicholl McGuire also maintains a blog on home organizing, click here.

 

10 Things to Do Before Moving Out of Apartment, Town Home

The time has come for you to start planning your move from an old apartment or town home to a new one, but you haven't bothered to notify a property owner or landlord of your move just yet. There are some things you may want to consider before moving especially if you want to maintain a good relationship with the landlord or property owner.

One. Report maintenance issues such as leaks, electrical problems and non-working equipment.

When you contact the property owner about ongoing problems in the apartment, he or she will not be able to assume you caused damage to the unit. For instance, a soft spot on a shelf or ceiling that eventually turns into a hole may be caused by a water leak. Also, mold issues may arise causing more damage.

Two. List issues that were not addressed by landlord prior to move.

You may have told the landlord about a number of problems and he or she may have promised to handle them, but never did. Note the date and/or time you contacted him or her and what was said.

Three. Notify landlord at least thirty-days in advance that you will be moving.

The more days in advance of a move you tell the landlord, the better. You won't have to worry over unnecessary fees for not letting her or him know in advance. You also have a right to decline your apartment be shown until you move out, so if there is nothing in the lease that you signed requiring you to show the apartment, don't worry about it. However, do remind the landlord that while you are living there, you don't want your apartment to be shown.

Four. Get your new mailing address and cancel delivery of mail and newspaper.

Sometimes people fail to forward their mail creating problems for residents who may be living in the suite after them. Avoid chasing the mail man and the newspaper boy, change your mailing address with the post office and with the companies you do business at least a week prior to your move out date.

Five. Arrange to transfer all utilities back to property owner prior to move.

You don't want to have utilities turn off too soon prior to moving out, but not too late either which may also cause problems for the owner or preceding resident.

Six. Schedule a move-out inspection before moving, so that the property owner can communicate concerns and you can fix anything you broke.

This is very important especially if you know you damaged something and might need to get an estimate. Don't rely on the property manager to be fair about damages to the unit. Have him or her note the problems while you get someone to fix them before you leave; otherwise, you will get less of your security deposit than you expect.

Seven. Clean unit.

Every individual has their own version of what they consider is clean. The best way to determine what to leave clean in the apartment is to look around. Do you see crumbs on the floor, counter tops, and refrigerator, grease in and on the stove, stains on the toilet, carpet, and walls? If so, the apartment is not considered clean. However, if you do clean the apartment, a landlord may still take out of your security deposit carpet cleaning charges and other cleaning fees if you don't produce paperwork that shows that the unit has been professionally cleaned. Most often, do-it-yourself cleaning is not clean enough.

Eight. Take pictures of rooms of apartment or town home.

After you have made repairs and cleaned the unit, you will take pictures of every visible flaw that you may think might be an issue. If it was there before you arrived, take a picture. If you caused the visible defect, take a picture. If you think that it might be a problem for the next resident, take a picture.

Nine. Schedule a final move out walk-through.

When the time comes to take the property owner or a member of the leasing staff on a tour of your clean suite, you will want to point out the problems that were not addressed by management and the cosmetic defects so as not to be charged. You will also want to ask about any charges you may incur. Some property management companies have a price list of how much damages cost.

Ten. Ask when to expect remainder of security deposit.

Although you may already know when to expect your refund, ask anyway. This way you have confirmation from the owner or staff person. Note who told you when you will get your security deposit and also if the company has a corporate office do get the phone number. Then when the time comes to expect your security deposit to arrive in the mail and it doesn't, you can take up your complaint with the right people.

These ten points will help you maintain a good reputation with your old landlord in the event you may need him or her in the future.

N. McGuire

Check the Plumbing!

Most people are so impressed with the basic appearance of an apartment before moving in that they fail to check the plumbing. They don't bother to let the hot water run. They don't bend down and open the cabinets to check for water leaks and they won't take a look at the kind of water heater that is in the unit. Unfortunately, some landlords are hoping that the potential resident doesn't check for these things. Sometimes they prefer to wait until money is in hand before they make any necessary repairs. If the landlord does make some improvements, it may be just enough to band-aid the problem, so that he or she can save money. When this happens, a resident finds out real soon that all that glitters isn't gold and before long he or she is disheartened about the unit.

Save yourself a headache or two and find out what the trouble spots are before signing a lease and if you have already done so, be sure that you note your findings, take photos, and mark the day and time you talked to your landlord about the problems in your unit. Review your lease contract to find out what repairs your landlord is responsible for. If you don't see any improvement after repeated requests, seek legal representation, your city office and/or health department.

Nicholl McGuire

When Your Application is Delayed - Leasing Consultants Taking Too Long to Approve

You have applied for an apartment and it is simply taking too long to find out whether you are approved or when the apartment will be ready, and what date is a good time to move in.  There are a number of factors as to why some approvals happen quite rapidly while others not so much.

Sometimes applicants will apply online. If there is no mention that there is an application pending or the system doesn't alert the staff, then the application is just sitting in the system there until a team member checks it out.  A leasing consultant may be out of the office and the community manager might be too involved with other things to review the application, so it remains in the queue until you call to follow up or leasing staff return back to work.

If you have ever visited a leasing office, you know how busy it can be, phones are ringing, visitors are waiting to be toured, residents are being helped, vendors are awaiting keys, and more.  Whether the application was filled out online or is a paper application that was dropped off, most likely it may have already been reviewed, but someone has yet to call the applicant.  Once again, follow up to find out where you are in the approval process.

Mistakes happen and there are times when a paper document is damaged, lost, or never was received via fax or email.  In this case, unless someone calls you for an additional request, you will not know what occurred.  This type of situation is typically not discussed in detail.  So the best question to ask when there is a delay, "Do you need anything more from me?"  This question puts a leasing consultant at ease who may already be stressed about misplacing or ruining your document.  

Let's say the application was received, reviewed, you followed up, and there is an additional delay.  Sometimes there is more information that is requested by upper management to complete the approval.  If credit history is unsatisfactory there may be a higher security deposit requested or a denial pending.  The delay might occur also because of many addresses that an applicant has lived at, a criminal history that is still being researched, and other factors that need to meet requirements in order to be approved.

As much as one would like to rush the approval process, these things do take time.  Now when it comes to the approval being granted and the applicant is notified, another hang up might be the apartment is not ready.  When this happens, an applicant is typically told about it so that he or she can plan accordingly.  However, there are those leasing agents, for whatever reason, who aren't completely upfront about the condition of the apartment.  A sudden water leak, an electrical issue, a delay in new appliances arriving for the suite, an insect issue, or something else could now set back the move-in.  A future resident will need to follow up to find out a specific timeframe as to when the apartment might be ready.  Call once a week if necessary so that you and the leasing consultant are in communication.  The leasing consultant will then speak to the manager about your calls and will most likely follow up with the maintenance team.

The time when an applicant or future resident should be concerned about whether a team is able to meet the move-in date requested is when there are many excuses as to why things aren't getting done and there is no other apartment suggested to move in. Any number of issues might be happening internally.  For instance, maintenance is unable to solve the problem in the unit and will need an outside contractor to assist.  There might be a scheduling issue to get a contractor out to see about the apartment.  The unit may have been double-leased and now there is no other apartment available by your move-in date or meet your preferences.  Money might be a factor and the management has no plans to upgrade the apartment as originally promised.  Common courtesy is to communicate what might be the problem and to offer another apartment.  If this doesn't occur, you may want to take your business elsewhere.  The failure to communicate is one of the most important signs that there just might be more of the same in the future.

Nicholl McGuire is the owner of this blog and contributor.