MAA Career Kickoff
Leasing Toolkit for Leasing Consultants
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TABLE OF CONTENTS
Introduction………………………………………….………………………………….……………………… 3
MAA’s Culture In Action…..…………………..………………………………….………………………….. 4
Day 1 Funnel Checklist.……….………………………………….……………………………..…………...5
Agenda for Online Curriculum.……….………………………………….………………………………...6
Items to Complete within your first 30 days..………………….………………………………….……...9
Know Your Competition Activity…..……………………………………….……………………………... 10
Resources and Support………………………………………………………………………………………11
MAA Software Applications……………………………………………………………………………….. 11
Follow Up Policy ………………………………………………………………………………………...…….14
Corporate Housing ………………………………………………………………………..…………...…….16
Fair Housing Quick Guide…………………………….………………………………….……………….... 17
Choose Your Words……….………………………………………….……………………………………… 20
Common Furniture Dimensions Cheat Sheet..…………………………………………………………. 21
Leasing Workflow…...…………………………………….……………………………….…………………. 22
Explanation of the MERLIN Lease Agreement…...………………………………….…………………. 24
MAA Telephone Guide…………………..……………………….…...……………………….…………….30
Blank MAA Shop Report……………...……………………….……………………………………………. 31
Mystery Shop Self Evaluation ……………………………………………………………….………………36
Leasing Consultant Daily and Weekly Tasks…………………………….………………………………..38
Opening the Store Checklist ………………………………………………….…………………………….40
Next Steps …………………… ………………………………………………….…………………………….45
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MAACK Leasing Toolkit
W E L C O M E to MAA! We are excited that you have decided to join MAA as a Leasing Consultant and want to pave the way for your learning and development in this role. What does MAACK Stand for? MAA C areer K ickoff! We cant wait to kick off your career with MAA!
Before starting, be sure to click the link below to download your activity workbook. This workbook contains the following:
Community Scavenger Hunt
•
Funnel CRM Scavenger Hunt
•
• Be In The Know Workbook (to be completed with your MAA University Course)
Click Here to download your MAACK Workbook
During the MAACK program, you will have the opportunity to gain exposure to a variety of topics, all-important to the successful performance as a Leasing Consultant. You will have the opportunity to build on each of your learnings as each component of leasing is taken to greater depth.
With this Leasing Toolkit, we encourage you to take notes and write down questions that you have for your Regional Training Specialist, Property Manager, or anyone else that can help you develop and add to your knowledge base.
The overarching objective of this training program is to develop in you the necessary skills, knowledge, and behaviors to become an effective contributor with MAA. We strive to build your capabilities and confidence to accelerate your learning and development.
After completing the MAACK program, new Leasing Consultants should:
• Conduct personalized and persuasive leasing presentations and execute to leasing effectiveness expectations • Perform in their job role with minimal guidance • Be an active and involved team member onsite • Achieve benchmark level shop results • Attain targeted proficiency levels and consistency in their performance • Provide ongoing exceptional customer service for increased resident retention • Know their resources from systems to support staff • Know their job responsibilities and expectations in their role along with an understanding of their job performance
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Day 1 Funnel Checklist
Task
Description
Link your desk phone to Funnel
Ensure your desk phone can link properly with Funnel. Additional instructions can be found in article KB0014037 in AccessMAA. This must be done before any leads are managed.
Link your Outlook calendar to Funnel
Ensure your Outlook calendar is linked properly with Funnel. Additional instructions can be found in article KB0014599 in AccessMAA. When you change your MAA password (every 90 days), be sure to also re-sync your email with Funnel. This must be done before any leads are managed.
Create your Funnel email signature
This must be done before any leads are followed up on. You will only need to do this once. Your signature should look as follows:
First Name Last Name
Title, Property Name
Property Office Address
Cite, State, Zip Code
P: Office Number
Property vanity URL
Review your individual Funnel appointment availability
Validate that your individual appointment availability is the same as your property’s scheduled touring hours. Additional instructions can be found in article KB0013953 in AccessMAA. If have you have any set days of the week you do not work, you can check the closed box for that day.
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A large part of your learning MAA Policies, Procedures and Culture will come from utilizing an online E-Learning systems. E-Learning allows you to:
• Learn on your own schedule and pace
• Have instant access to information and recourses
• Improved retention of the material
MAA’s Learning Management System (LMS) is MAA University (powered by Grace Hill). You have been assigned a series of online courses designed around leasing, customer service, and our culture. Most online courses are short in length and are considered REQUIRED training by each new associate. Each course has an anticipated completion time frame and the courses are spread out over a 90 day period. To get started with your online learning, here are a few tips:
• Talk with your manager about where you should complete your online training. You should have a quiet space with a computer.
• Ensure the audio is working or use ear buds/headphones when you can
• Print any workbooks or aids linked within the course prior to starting
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MAACK Program
Leasing Consultant Online Training Requirement
Deadline
Course Title
Time Commitment
Day 1
Begin Here—MAACK Orientation for Leasing Consultants *
30 min
3 hr.
MAA Fair Housing *
1 hour
Day 1 Courses for Leasing Consultants • Welcome to MAA *
15 min
30 min
•
MAA Culture *
15 min
•
Welcome to Workday *
15 min
•
Introduction to Brighter Living *
Day 2
Be in the Know – The Three “C’s” of MAA Leasing *
2 hours
4 hr.
Business Writing – Grammar Works
2 hours
Day 7
MAA Annual Compliance
5 hr. 40 min
1 hour
•
Code of Conduct
1 hour
•
Workplace Harassment
1 hour
•
Internal Customer Service
1 hour
•
Insider Trading
10 min
•
Bloodborne Pathogens
30 min
•
HD Supply: Fire Extinguisher Safety
Introduction to Funnel *
1 hour
Yardi Voyager for Leasing Associates *
40 min
Day 14
Week 2 Courses for Leasing Consultants
1hr. 45 min
30 min
• Standards of Professional Conduct
15 min
•
Introduction to MERLIN
15 min
• SightPlan/SMRT Operations Mobile Maintenance
15 min
•
Virtual Leasing - Tips and Tricks
30 min
•
Reselling Renewals
15 min
• Criminal Background Screening Procedure
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MAACK Program
Leasing Consultant Online Training Requirements
Deadline
Course Title
Time Commitment
Day 30
Month 1 Courses for Leasing Consultants
2 hr. 45 min.
30 min
•
General Safety
30 min
•
Personal Protective Equipment
15 min
•
Electrical Hazards
15 min
•
Lockout Tagout
15 min
•
Basic Ladder Use by Associates
30 min
•
Hazard Communication
30 min
•
Online SDS Database
• Safety Series: Preventing Slips, Trips, and Falls
20 min
Month 2 Courses for Leasing Consultants
Day 60
5 hr.
Dealing with Difficult People
1 hour
•
Resident Retention
1 hour 30 min
•
Conflict Resolution
2 hours
•
30 min
Effective Time Management
•
Month 3 Courses Leasing Consultants
Day 90
5 hr. 30 min.
Leasing 202
1 hours
•
Advanced Closing Techniques
1 hour 30 min
•
• Advanced Telephone Techniques Unconscious Bias and the Workplace
2 hours
1 hour
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Items to complete during your first 30 days with MAA
Ensure all items in your Getting Started tab in Workday are completed on day 1 of employment. In your first two weeks, visit your Onboarding Dashboard to complete new tasks added periodically. Your Regional Training Specialist will come to your property to spend two full days of in- person training with you. Know your Competition: shop your competitors. Ask your Property Manager who the two biggest competitors for your community are. Use the instructions from the “Know Your Competition” activity in this workbook, and use the Competitor Information form during the exercise. Try to complete this activity before your RTS comes! Visit any MAA Sister Communities nearby and introduce yourself to the Property Team . It is important to know what the other MAA Communities near your community have to offer. Even if we cant help a prospect, we can keep them in the MAA family! Shadow other team members while on the phone and on tours. This will help you learn your community! Please note that you should not tour independently before your RTS One-on- One Mentoring has been completed. Check out a few keys to some vacant apartments on your community. Locate the apartments and go in each one to study the differences in the floor plans. Call some of your MAA Sister Properties pretending to be a prospect and use the shop report to score the phone call. Be sure to tell them who you are and why you called at the end of the conversation. Review the MAA Follow-Up Policy. Complete the “Homefinder” Activity on the MAA Software Applications page. Review the “Explanation of the MERLIN Lease Document”. Familiarize yourself with your community’s standard tour route. Familiarize yourself with the MAA Telephone Guide and become more comfortable with your greeting when answering the phone. Complete the Funnel Scavenger Hunt Activity in this toolkit.
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Know your Competition Activity Instructions
Objective:
1. To gain an awareness of competition in your local market area. 2. To gain an understanding and awareness of information captured on MAA’s mystery shopping reports.
Suggestions:
Enjoy the experience!
Note:
This information will be built upon with your Regional Training Specialist
Instructions:
• Select two of your local competitors to “shop” as if you were looking for an apartment. Ask your manager for the best competitors in your area to shop.
• You may want to take a few minutes and research the properties you selected online.
• You MUST let the consultant know that you are “shopping the competition” and work for MAA.
• In your interactions, only discuss with them information that is considered public knowledge and could be found on their website for example. By learning about other communities, we remain competitive and allows us to better serve our prospects and residents.
To ensure consistency and maintain compliance with industry best practices, we are introducing a Comp Tour Reporting Form that must be completed when:
1. Tour a Comp: Visit another community to learn about their amenities, services, and features. 2. Host a Tour for a Comp: When a representative from another property visits us to learn about our offerings. Important Reminder: While sharing general information about amenities and services is appropriate, do not disclose or discuss pricing, concessions, or any compensation for leasing during these interactions. This policy helps ensure we operate ethically and maintain compliance.
You can access the form on AccessMAA. Please ensure it is filled out accurately and does not include any pricing or compensation-related details.
Please complete these competitor shops within your first two weeks with MAA. Thank you!
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MAA Software Applications
You will be introduced to some technology tools we use in our company. Below is a diagram naming these tools.
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MAA Software Applications
Over the next few days you will have an opportunity to view and begin to learn what each tool looks like and how it is used. Listed below are brief descriptions of our leasing technology tools:
Funnel
This product is our property management system where you will conduct all lead management and customer communication.
Yardi Voyager
This property management system is where we conduct all resident activities such as the leasing workflow, transfers, renewals, etc.
Resident Portal – Yardi Rent Café
Our residents are able to view this product. Residents can directly enter maintenance requests on-line, initiate renewing their lease, view their account balances, and make payments. This technology also displays community news and neighborhood information online. Prospects are also able to apply for apartments online via our website using Rent Café.
Homefinder
This internal product allows us to search for available apartments in a specific community, market, or region. Apartment “brochures” can also be printed from Homefinder.
Activity! - Now, take some time to “play” in Homefinder.
• Select your community in the “Select Market/Region” drop down box
• Use the following parameters to continue your search:
• Desired move-in date of within two weeks of today’s date
2 Bedrooms/2 Bathrooms
•
• “Any” target rent minimum and “any” as the maximum
• Notice what is in the “Unit Feature” and “Desired Style” box. (However, you do not select any features or styles for this particular search)
Click “Search”
•
• Select a specific apartment by checking the box on the left hand side
• Click “View Selected Units” on the upper left corner of the screen.
• Click “Print Brochure” on the upper left corner of the screen.
Continue “playing” on your own in Home Finder by clicking around and trying different searches. Search for apartments at your own community or sister communities. Have fun!
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MAA Software Applications
MERLIN
MERLIN stands for M id-America E lectronic R esidential L easing In terface. MERLIN is used to generate all Lease Agreements, Renewal Leases, Lease Addendums, Notice – To –Vacate Forms, Transfer Agreements, and Roommate Releases. MERLIN takes the information from Yardi , and creates these documents to send to residents. Residents then log into their online resident portal to electronically sign these documents.
LRO
LRO stands for Lease Rent Options and produces pricing recommendations based on information entered into Yardi. Weekly pricing updates, notices, availability dates, leads, leases are all factored into pricing recommendations for new leases and renewals from LRO.
Below are several other software applications that MAA uses:
Our one-stop provider for all call center services. Manages missed leasing calls, after hours emergency maintenance calls, the resident care line, and the voicemail service accessible through your property webpage.
Mobile Maintenance and Mobile inspection vendor. Allows you to conduct mobile Move In/Move Out inspections and a Mobile Maintenance feature for service teams.
SmartRent is the vendor that sets up SmartHome technology and locks in some apartments. SmartRent lock technology allows you to efficiently interact with prospects by making the process to schedule tours easier and contact free. You will send a code to your prospect so they can privately tour the apartment
SafeRent is our screening vendor. SafeRent
Concur is where we manage all
Travtus Compass
evaluates the performance of your leasing team on actual customer interaction such as prospect and resident calls.
business travel and expenses. It provides a single way to
screens all applicants
who apply for an apartment.
manage business spending.
Your knowledge of each of these software tools will be built upon with your RTS!
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What is MAA’s Follow-up Policy?
Below is a quick guide describing MAA’s Follow-Up Policy! You can also find this in more detail by logging into AccessMAA and searching for Funnel Follow-up and Task Automation Schedule.
Prospect – No Tour Scheduled
Immediate – 48 Hours
3 to 14 Days
14 - 60 Days
Immediately : Auto Email if lead source is Website/PMS/Anyone Home/ILS 10 Minutes : Auto Email if lead source is Phone Call
Funnel
Day 5: Auto Email/SMS
Day 25 : Auto Email Move in Date in 3 Days : Auto Email
Automation
Day 9: Auto Email/SMS
Day 14: Auto Email/SMS
*Walk ins are Excluded
Task- Phone Call
Immediately : Call if lead source is Website/ PMS/Anyone Home/ ILS—Due in 24 hours Immediately : If no move in date or lay- out—Due in 48 hours
Day 3 : Phone Call - To Schedule a Tour - Due in 24 hours Reoccurring every 10 days : Phone Call - No Communi- cation - Move in Date is 5-29 Days—with no communica- tion from the agent– Due in 24 hours Reoccurring every 20 days : Phone Call - No Communi- cation - Move in Date is 30- 60 Days—with no communi- cation from the agent– Due in 24 hours
Desired Move in Date : day after the move in date has passed—Due in 24 hours
Reoccurring every Day 30 : Email—No Communication— Move in Date in > 60 Days— with no communication from the agent—Due in 24 hours
Task- Email
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What is MAA’s Follow-up Policy?
Below is a quick guide describing MAA’s Follow-Up Policy! You can also find this in more detail by logging into AccessMAA and searching for Funnel Follow-up and Task Automation Schedule.
Prospect – Tour Scheduled
Immediate – 48 Hours
Immediately : Auto Email Personalized for Reschedule/Cancelled/ No Show
Funnel Automation
Immediately : Auto Email—Tour Confirmation
24 Hours Before : Reminder #1
20 Minutes Before : Reminder #2
10 Minutes After : Auto SMS Self-Guided Check In
Task- Phone Call
Immediately : Phone Call—Due in 2 hours—Tour Confirmation Details
Prospect – Toured Status
Immediate – 48 Hours
3 to 14 Days
14 - 60 Days
Funnel Automation 24 Hours : Auto Email for Completed Tour 48 Hours : Auto Email for Completed Tour
Move in Date in 3 Days : Auto Email
Immediate : Phone Call for Completed Tour - Due in 24 hours
Day 3 : Phone Call - Post Tour/ Encourage Applying - Due in 24 hours Day 7 : Phone Call - Post Tour/ Encourage Applying - Due in 24 hours
Task- Phone Call
Applicant Follow Up
Immediate – 48 Hours
Resident Follow Up
Immediate – Ongoing
Task- Phone Call
150 Days Prior to Lease End : Phone Call - assign to Property Manager - Due in 10 days
Task- Phone Call
2 Hours : Call - Prospect Applied - Due in 24 hours Immediately : Email - Application Approved - Send Welcome Home Letter and Resident Guide - Due in 48 hours
Task- Email
Task- Email
5 Days Prior to Lease End : Move Out Instructions (if applicable) - Due in 24 hours or mark N/A
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Corporate Housing Partnership
Does MAA offer corporate housing? Yes! MAA partners exclusively with CWS Corporate Housing to handle our corporate housing needs.
Which prospects should be referred to CWS Housing?
Individuals that want a fully furnished apartment, utilities, and cable/internet included. Individual or companies that want a lease term shorter than 90 days or less than 7 months in Florida. Companies (Furnished or Unfurnished) that want to lease the apartment as the leaseholder. Third-Party Housing Providers (Furnished or Unfurnished) Large groups (example: soccer teams) that want to lease a large block of units at one property.
How do I handle prospects that would like more information about corporate housing?
Let the prospect know that CWS will provide them availability and pricing for corporate housing. CWS’s pricing is different than what is listed on MAA’s website since they may include furniture, utilities, cable, etc. Be sure that all the necessary fields are populated in Funnel and in the Notes type “corporate housing referral” Email all the prospect contact information to MAAC@CWSHousing.com. To ensure proper handling of the referral, please do not give the prospect CWS’s number or email address for them to reach out to CWS. We want to make sure that we are sending the lead information to CWS directly. In Funnel, change the status of the lead to “Did Not Rent” with the reason “Corporate Housing Referral” CWS will reach out to the prospect within 24 hours. If you would like to know the status of the referred prospect, email maac@cwshousing.com and the CWS team will let you know.
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Fair Housing Quick Guide
What is Fair Housing?
The Fair Housing Act is a federal law passed in 1968 that protects individuals from unfair housing practices based on the individual’s membership in a protected class. Also known as Title VIII, it is part of the Civil Rights Act and came about as a result of the Civil Rights Movement. It has been amended several times to include additional provisions and protected classes. Ignorance of the law is no excuse. You cannot justify wrongdoing by saying, “I was new.” Or “I didn’t know.” It is best to stay consistent in all of your interactions with prospects and residents! Do the same thing for every person. What are the 7 Federally protected classes?
Race, Religion, Color, Sex, Familial Status, Disability, and National Origin.
State and local laws may have other protected classes. Check with your Property Manager to learn more about these classes.
Difficult Fair Housing Questions:
1. You should know how to answer questions such as, “What kinds of people live here?” or “How safe is this community?”
“ We welcome anyone who meets our qualifying standards.”
“We are a very diverse community.” “Obviously, it’s an apartment community and many people live nearby. Like anywhere, stay aware of your surroundings, you may use the deadbolt on your front doors, and make us aware of any community lighting that may not be properly working.”
“If there is ever an emergency situation, dial 911 as you would anywhere else.”
2. What does MAA’s Pre-Screening Policy state? MAA’s applicant screening providers consider and use all verifiable income during the application process. The acceptance of the application is based on many factors set forth by the applicant screening providers. There is no way we can predict whether or not someone may qualify. When asked the question, “What does it take for my application to be accepted or denied?,” we give the honest response that there is no way for you to know since our third party provider does not provide us with screening parameters. To help the prospect feel a little comfortable, you can also explain that MAA respects all customers’ privacy and with that, we are only shown an application result. We see no credit scores or personal financial information. You may also explain to the prospect that SafeRent makes those decisions for us so that we do not have to ask private credit information. They also provide you with a number to call in the event you have any questions. 3. What is steering? The practice of directing a home seeker to a particular apartment or area of the community by restricting the prospect’s choices based on one or more protected class. Example: Children to the bottom floor or steering family away from resident that has expresses concern for children around them.
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Fair Housing Quick Guide
MAA’s policy on Disability
The Fair Housing Act prohibits discrimination on the basis of disability. New or existing residents may request an accommodation or a modification. The act defines persons with a disability to mean those individuals with mental or physical impairments that substantially limit one or more major life activities. The term mental or physical impairment may include conditions such as blindness, hearing impairment, mobility impairment, HIV infection, mental disability, alcoholism, drug addiction, chronic fatigue, learning disability, head injury, and mental illness. The term major life activity may include seeing, hearing, walking, breathing, performing manual tasks, caring for one's self, learning, speaking, or working.
Responding to requests for Accommodation or Modification
All requests for accommodations or modifications, by an applicant or resident, should be responded to by saying: “We make reasonable accommodations or modifications for anyone who requires them." Requests for accommodations or modifications should be directed to the Property Manager.
Reasonable Accommodations
Individuals with disabilities have the right to request exceptions to the rules, policies, and practices. An individual must establish that they have a disability that substantially limits a major life function, and that the accommodation or exception requested is necessary because of his/her disability. Service animals are an example of a reasonable accommodation. In this case, pet fees and pet deposits would be waived, which is an exception to the community policies.
Reasonable Modifications
Reasonable modifications are structural changes to the apartment home and common areas that allow a person with a disability equal opportunity to have full use of the home. Ramps and grab bars are some of the most commonly requested modifications. Modifications are usually performed at the renter’s expense. The property manager may review plans and require that work is done in accordance to code requirements. Extensive modifications may require money to be held in escrow. Approvals for modifications are required by the Regional Service Director and the Director of Maintenance Operations.
Requests for Accommodations or Modifications
Generally, a verification of the requested accommodation or modification should be obtained from a qualified professional. A qualified professional is anyone with expert knowledge in the area, who has knowledge of the individual’s disability and needs. This does not mean that a doctor’s prescription is required for the requested change.
Ask applicant/resident to complete the Request for Accommodation or Modification Form found in AccessMAA. Steps on how to complete this form are also found in AccessMAA under Policy: Reasonable Accommodations and Modifications.
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Fair Housing Quick Guide
MAA’s policy on Service and Companion Animals
The most common service animals are dogs, but sometimes other species are used (for example, a cat or a bird.) Service animals may be any breed, size or weight and should not be held to the standard weight limits or breeds. Some, but not all, service animals wear special collars and harnesses. Some, but not all, are licensed or certified and/or have identification papers. However, there is no legal requirement for service animals to be visibly identified or to have documentation or be certified. The ADA defines a service animal as "any animal that is individually trained to do work or perform tasks for the benefit of a person with a disability." Fair housing laws consider "companion" animals to be a type of service animal; however, they are not always trained to perform tasks but instead provide support, companionship or a calming influence. Determine whether a verification is needed If the person’s disability is obvious or otherwise known to you, and if the need for the service animal is also apparent, the Reasonable Accommodation and Verification for Service Animals Form is not required .
For example, a blind person with a guide dog does not need to verify his disability or need for the dog.
However, if the disability is not known to you or obvious, you should request proof that the resident is disabled, but you cannot require the resident provide information about the specific disability. You should start by submitting an Assistance Animal Request through AccessMAA. More information can be found in the Policy: Assistance Animals.
Rules for Service and Companion Animals
Pet deposits and pet fees:
•
• The disabled resident or applicant who uses a service animal is not required to pay a pet deposit. Do not charge a pet deposit or fee.
Size and breed restrictions:
•
• Do not place limitations on the size, weight, and type of service animals.
Service animal identification:
•
• Service animals do not need to wear any special identifying gear such as tags, harnesses or capes. • Service animal owners/handlers are not required to carry any paperwork documenting the animal as a service animal.
Fair Housing Animal Addendum:
•
• The resident will be required to sign an Animal Addendum and will be liable for any damage the animal may cause.
• Both service animals and pets can be required to meet the same reasonable behavior rules.
• Exception: allow a service animal to accompany the resident at all times and everywhere on the property except where animals are specifically prohibited under law.
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Choose Your Words
Eliminate
Adopt
They (when referring to MAA)
We
Leasing Agent, Leasers, etc.
Leasing Consultant
Complex, Property
Community, Neighborhood
Unit
Apartment Home
Efficiency
Studio Apartment
Maintenance Man
Service Manager
Traffic or pieces of traffic
Prospects, Guests
Security Gates
Controlled Access, Privacy Gates
Security Lock
Privacy Lock
Problem
Challenge, Opportunity
“That’s our Policy”
State the reason/benefit of policy
The word “No” or “Can’t”
Tell them what you can do
Gym, Workout Room
Fitness Center
Laundry Room
Laundry Center, Facility
Clubhouse
Activity Center
Garbage Dumpster
Trash Compactor
Old Property
Established, Mature Property
“No Problem”
I’ll be happy to
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Common Furniture Dimensions
Living Room
Three-seat sofa: 35” deep, 84” wide
Loveseat: 35” deep, 60” wide
Armchair: 35” deep, 35” wide
Rectangular coffee table: 30” wide, 48” long
Circle coffee table: 36”-42” diameter
Square end table: 24” wide, 24” long
Rectangular end table: 24” wide, 28” long
Dining Room
Dining table with one leaf: 36” wide, 72” long
Round dining table for four: 36”-44” diameter
Bedroom
Twin-size bed: 39” wide, 75” long
Double/full-size bed: 54” wide, 75” long
Queen-size bed: 60” wide, 80” long
King-size bed: 80” wide, 80” long
California king-size bed: 72” wide, 84” long
Dresser: 40” wide, 20” deep, 30” high
Chest of drawers: 38” wide, 20” deep, 50” high
Armoire: 60” wide, 17” deep, 60” high
Nightstand: 18” wide, 18” deep
Office
Desk: 30” wide, 20” deep
Desk chair: 20”-22” wide, 36” high
Computer chair: 18” wide, 36” high
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1
LEASING WORKFLOW
PROSPECT CALLS LC/ WALK-IN TOUR (FUNNEL)
• Enter Guest Card/check to see if they are already in Funnel • Use Telephone Guide, Invite to Tour, and define specific time/date
2
COMPLETE TOUR (FUNNEL)
REVIEW APPLICATION/SCREENING (YARDI, RENTCAFE & SAFERENT) • Review Application in Yardi (Pending or Approved) • Review Safe Rent decision (Accepted/Declined/Approved with Conditions) • If approved with conditions; call future resident to determine security deposit selection (SMAArt Savings if eligible or 1 months rent) • Begin Lease File • Approve application in RentCafé (if Approved/Approved with Conditions) • If declined, notify applicant, send Credit Decline Letter, and deny in Yardi • If approved, notify applicant, Proof of Income required within 48 hours • Use Income Calculation Excel Spreadsheet 3 • Review all Leasing steps on guest card in Yardi again • Execute the Lease In Yardi • Go to Yardi > Function > Move-in Calculator, apply applicable charges, copy T-code on Resident ’ s page • If approved, create Resident Guide in MAA Reports using T-code 4 RESIDENT GUIDE (YARDI & MAA REPORTS) LEASE FILE • Ensure your manager signs off on proof of income • Send Welcome Letter emails & attach Resident Guide (Use property specific Welcome Letter or use template in Funnel) • Upload documents to Yardi> on Resident ’ s page upload to attachments or create physical file 5 • Complete tour/use 3 closing techniques! • Invite to Apply and send specific listings in Funnel (add unit) • Follow-up call within 24 hours, another form of follow up within 5 days (phone, text, email) • Send any additional promotional materials *
READY?
SET, LEASE!
*Property Specific Note
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6
LEASING WORKFLOW
LEDGER IN YARDI
• Review charges on Ledger (ensure application deposit/holding fee/processing fee has been charged if approved/approved with conditions) • Go to Pending Applications Tab > Application Status > Ledger
7
CREATE LEASE (MERLIN)
Select your property in MERLIN
• •
READY?
Select Unit and Resident
• Select Lease Agreement and review to ensure accuracy • Click continue and create lease, send via email for e-signature
SET, LEASE!
UPDATE LEASE TRACKER (EXCEL)* • This should be done continuously throughout the workflow • Use Lease Tracker to add all important updates on your Leaseholder to keep track of several move-ins at one time (Not required) 8
9
PREPARE FOR MOVE-IN
• Walk-apartment/Sparkle and deliver welcome gift* • Access for Fobs/Mail Keys/Unit keys • Set move-in appointment time frame! • Complete move in inspection via SitePlan • Prepare move-in packet*
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FINISH LEASE FILE
Complete Lease File Checklist Submit Lease File to Manager Upload Lease File Checklist to Yardi
• • •
*Property Specific Note
23 WALK YOUR NEW RESIDENT HOME AND CELEBRATE!
EXPLANATION OF THE MERLIN LEASE DOCUMENT
POLICY/INTRODUCTION
A lease is a binding, legal contract in which the resident agrees to pay rent and other charges for a specific unit, for a specific period of time. It is important that property associates understand the components of the MAA lease. In Yardi 7S, MAA uses a proprietary lease form produced through MERLIN. If you have any specific questions about lease language that are not answered in this policy or suggestions for new language, please contact your Property Manager or RVP. When going through this policy it would be helpful to have a recent MERLIN lease from your Property and read the lease and the policy together.
PROCEDURE
How is a lease is generated?
In order to generate a lease at MAA, the Property associate enters the resident’s information into Yardi. Then the associate logs into MERLIN through OKTA and chooses the Property, Apartment, primary resident and finally the lease agreement. MERLIN creates the lease and any applicable addenda. Through MERLIN, the associate will either send the Lease via email for electronic signature or print the Lease for signature. Because the Lease contains information from Yardi, making sure the information is entered correctly into Yardi is critical. If there is any incorrect Resident or Lease term information in MERLIN, the associate must correct that information in Yardi and then refresh MERLIN and generate a new lease.
LEASE SUMMARY AND SPECIFIC TERMS
This section of the Lease discusses specific information related to the Residents, occupants, guarantors and lease term. It includes the Property name, Property address, Apartment address, Lease Start Date and the Lease End Date. Everyone financially responsible for the Lease who will live in the Apartment should be listed as a Resident, everyone who will live in the Apartment (regardless of age) who is not financially responsible should be listed as an occupant, and everyone who is financially responsible but who will not live in the Apartment should be listed as a guarantor. Note that guarantors must sign a separate guaranty agreement which is also generated through MERLIN. This section also sets forth the rent, one time charges, security deposit, rentable items and other recurring charges. If the Resident has an animal, the amount of any pet fees and deposits will also be shown. If the Resident has a service animal, there should be no pet fees or deposits. If the Resident has received a rent concession, the amount of the concession and the terms of the concession will be stated in this section. In particular, the Lease specifies that if the Resident fails to fulfill the term of the Lease, the concession will be revoked and any previously granted concession must be paid back.
If the Resident is also leasing garage, storage or parking, specific provisions related to these items will be included. Note that the Resident may not terminate garage, parking or storage mid-lease.
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EXPLANATION OF THE MERLIN LEASE DOCUMENT
If there is a guarantor of the Lease, the guarantor required clause will be included in the Lease specifying that the Lease will not be valid unless a signed guaranty is delivered by all guarantors prior to the Lease start date.
GENERAL TERMS AND CONDITIONS
1. Rent. This paragraph includes that rent is payable on the first day of every month on MAA’s online payment portal or such other place as MAA may designate. It also states that if the Lease start date is not the first day of the month we will prorate rent for the first month. All rent must be paid in full at the same time and MAA will not accept partial payments. The acceptable methods of payment are listed and the Lease notes that cash will never be accepted. During the initial term the rent cannot be increased, but the Resident acknowledges that 60 days prior to the end of the initial term (or at any time thereafter) MAA may send a notice to increase the rent. If the Resident has elected to participate in the SMAArt Savings program, a section will be included in the Lease which explains the SMAArt Savings program. The SMAArt Savings fee is NOT a deposit and the Resident will be financially responsible for the full amount of any damages to the Apartment. 2. Late Payments and Returned Checks. This paragraph discusses the fees assessed for late payment of rent (along with any applicable grace period) and returned checks. It also states that after two returned checks, the Resident must pay all future rent by cashier’s check, certified check or money order. 3. Written Notice to Vacate Requirement and Automatic Renewal Term. MAA or the Resident may terminate the Lease at the end of the Lease term by giving 60 days' prior written notice. If the notice is given less than 60 days before the expiration of the Lease, then the Lease will end 60 days after the notice is given. If no notice is given and the Resident does not sign a new Lease, then the Lease will automatically renew for 60 day periods subject to the month-to-month rental rate contained in the renewal letter to the Resident. 4. Early Lease Termination or Transfer. A Resident may terminate the Lease early by providing 60 days’ written notice and paying a termination fee equal to two months’ rent. In addition to standard early termination, there are specific provisions regarding military termination of a Lease. Note that in some jurisdictions Residents are permitted to terminate a Lease early under other circumstances (e.g., domestic violence) and MAA will allow early termination without penalty under those circumstances also, as required by state or local law. If a Resident desires to transfer to another unit on the Property or to another MAA Property the Resident must have lived at the Apartment for at least six months, give 30 days’ prior written notice, pay a $500 transfer fee, pay all amounts due under the Lease, complete a new screening, pay any required deposits for the new unit and execute a transfer agreement which is available in MERLIN. MAA may deny a transfer in its sole discretion. 5. Assignment and Sublease; Resident Release. Residents may not sublease the Apartment without MAA’s consent and this includes AirBNB type arrangements. If there are multiple Residents and one Resident wants to be released, the roommate release procedure (including the payment of the $350 fee) must be followed by the Residents. If a new Resident wants to be added to the Lease, MAA must consent and there will be additional screening required.
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EXPLANATION OF THE MERLIN LEASE DOCUMENT
6. Hold Over. Except in the District of Columbia, if a Resident does not renew the Lease or return the Apartment to MAA, the Resident will be considered a hold over resident and may be liable for additional damages to MAA. 7. Joint and Several Liability. Each Resident and guarantor is jointly and severally liable for all lease contract obligations. Each Resident is still responsible for the entire Lease even if one Resident moves out without permission. 8. Security Deposit. If a Resident pays a Security Deposit during the leasing process, MAA agrees to hold that deposit as required by state law, which may include disclosing to the Resident in the Lease the bank where the deposit will be held. MAA may use the security deposit as allowed by state law. The security deposit after deduction of allowable charges will be returned to the Resident after the termination of the Lease. If there is more than one Resident, all the Residents agree that MAA may return the security deposit to one Resident. 9. Utilities. Residents will pay some utilities directly to MAA and others directly to the applicable utility provider. This section sets forth how utilities will be billed and any additional charges or fees related to billing or utilities. 10. Risk of Loss. MAA is not responsible for, and MAA’s insurance does not cover, damage to a Resident’s personal belongings. Residents are encouraged, but not required, to purchase renter’s insurance to cover their personal property in case of theft, fire, smoke or other damage. Residents are required to maintain, and provide proof to MAA, of liability coverage in a minimum amount of $100,000. The Lease specifies where the proof of insurance must be mailed. For any month in which MAA does not have proof of insurance there is a $40 non-compliance fee. 11. Animals. No animals are allowed in the Apartment or on the Property unless MAA has provided written permission for the animal. If the Resident has received approval for an animal, the animal’s description will be in Section 11.1.2. The Resident certifies to MAA that the animal is not dangerous or vicious, has never caused personal injury or property damage and is suitable for living in an apartment community. If a Resident fails to remove an unauthorized animal within 24 hours of our request, the Resident must pay the Non-Refundable Pet Fee. There are restrictions related to animal behavior, leashes, unattended animals, etc. No deposits or fees are charged for a service animal; however, the animal must abide by the other animal restrictions unless an accommodation to such restriction has been granted. Any violation of the restrictions is a breach of the Lease and may result in damages. Certain MAA properties do not allow animals or only allow animals other than dogs at the Property or in certain units and those restrictions will be contained in this section also.
12. Package Release. MAA may, but is not required to, accept packages on behalf of Residents subject to certain restrictions set forth in the Lease.
13. Right of Access. MAA may enter the Resident’s Apartment on certain conditions and under certain circumstances to make repairs or for routine maintenance. We may also enter in the event of an emergency and under certain other circumstances set forth in the Lease.
14. Use. This section discusses the permitted and prohibited uses of the Apartment. This includes prohibitions on unlisted occupants, uses that interfere with another resident’s quiet enjoyment of the Property, illegal activity, door to door solicitation, garage sales and home offices. Residents who are evicted from the Property are not allowed to return.
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EXPLANATION OF THE MERLIN LEASE DOCUMENT
15. Resident Default. This section outlines what constitutes a default by the Resident and what MAA’s remedies are in the event of a default. 16. Repairs. The Resident agrees in this section that they accept the Apartment in its current condition at move-in and that there are no bed bug or other insect infestations at that time. MAA will make necessary repairs after notice from the Resident; however, the Resident will be responsible for the cost of any damage, beyond normal wear and tear, caused by the Resident or any occupant, guest or other person invited to the Property by the Resident. Residents are required to promptly notify MAA of any water leaks, mold, or other condition that might be a hazard to health or safety. Residents are not allowed to paint or make any other alterations to the Apartment without MAA’s written permission. The Resident must immediately notify MAA if there are any insect or bug infestations in the Apartment and must pay all costs incurred by MAA in treating such infestation if it occurred because the Resident brought the insects or bugs into the Apartment. Residents must cooperate with any treatment plan and may not treat the Apartment on their own. Finally, Residents acknowledge that there may be on- going repair projects at the Property which may result in noise, odors or other unfavorable conditions. 17. Security Acknowledgment. Residents are responsible for their own safety and security. MAA can- not and does not market or guarantee that the Apartment or the Property is safe from crime. MAA will provide smoke detectors as required by law and the Resident must inspect those detectors and provide written notice to MAA if these need to be repaired. MAA may, but is not required to provide courtesy officers, but those individuals do not have law enforcement powers or direct responsibility for personal safety of residents. Unless otherwise stated in the Lease for a Property, any alarm system pro- vided in the Apartment may be used or activated at the sole discretion of the Resident. 18. Surrender; Abandonment. Sometimes a Resident surrenders the Apartment to MAA by returning keys and sometimes a Resident does not give official notice or return keys. This section explains how MAA will determine if the Resident has abandoned the Apartment and also what rights MAA has after surrender or abandonment of the Apartment. 19. Landlord's Permission or Consent. Any permission granted by MAA must be in writing, may be with- held by MAA in its sole discretion and may contain conditions or restrictions which must be complied with by the Resident. 20. Disclosure. MAA may obtain updated credit or criminal reports during the Lease and may also pro- vide information to credit reporting agencies. This section may also include various disclosures which are applicable to a specific Property or Apartment related to environmental compliance, specific construction activity or proximity of the Apartment to retail establishments, the fitness center, trash chute, etc.
21. Fire. If the Apartment is damaged or destroyed, both MAA and the Resident are granted certain termination rights as set forth in this section.
22. Indemnification. The Resident must indemnify MAA for losses related to the Resident’s failure to fulfill the requirements of the Lease, damage caused by the Resident, or violation of law subject to certain restrictions and conditions.
23. Failure of Landlord to Act. Even if MAA doesn’t enforce a provision of the Lease, that does not limit MAA’s remedies or mean MAA cannot enforce the Lease provision later.
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EXPLANATION OF THE MERLIN LEASE DOCUMENT
24. Remedies Cumulative; Limitation of Personal Liability; Waiver of Jury Trial. In the event of a legal proceeding related to a breach of the Lease, the winning party will be entitled to receive attorney’s fees. MAA associates are not personally liable under the Lease. Both MAA and the Resident waive the right to a jury trial. 25. Notices. Any notice by MAA or by the Resident under the Lease must be in writing. MAA may send notices by email and while Residents may opt out of receiving some emails from MAA, they cannot opt out of receiving notices under the Lease by email. 26. Possession. If the Resident is unable to move into the Apartment because of a delay by MAA, then MAA will not charge rent until the Resident is able to move in to the Apartment. MAA is not liable for any damages to the Resident, but the Resident may terminate the Lease upon 5 days written notice. 27. Lender's Rights; Government Action or Casualty. MAA may have a loan on the Property. This section also contains rights and remedies if the Property is the subject of a governmental taking or damage.
28. Gender and Use of “For Example”. When used in the Lease,” he” is gender neutral and “you” may be plural or singular as applicable. If the Lease uses “for example”, the list is not exhaustive.
29. No Estate in Land. The Lease only creates the relationship of landlord and tenant and does not give the Resident other rights in MAA’s Property.
30. Entire Agreement and Severability. The Lease is the complete agreement between the Resident and MAA and may only be modified in writing. MAA may void the Lease if the Resident cannot produce a government-issued identification at the time of leasing. 31. Fair Housing. MAA is an equal opportunity housing provider and complies with all federal, state and local fair housing laws and regulations. MAA does not discriminate in any way against any class protected by federal, state, or local law.
32. Successors and Assigns. If MAA sells the Apartment community, the Lease will still be binding on the Resident and the Resident agrees to look to the new owner as the landlord after the sale.
33. Mold. Any Apartment can have mold or mildew. The Resident agrees to take steps to prevent the growth of mold or mildew, to notify MAA if they discover mold or mildew, and not to bring any items into the Apartment that the Resident knows or suspects contains mold. 34. Rules and Regulations. MAA has various rules and regulations. Some are listed in the Lease and some are posted at areas in the Property. The Resident must comply with these rules and any additional rules communicated to Resident during the term of the Lease. This section contains rules regarding parking, balconies, satellite dishes, water beds, grills, conduct of residents, keys, trash, pools, fitness centers, and laundry facilities. This section may also include restrictions related to smoking and other Property specific rules. Residents must abide by all parking regulations established by MAA. MAA is not responsible for personal injury or property damage caused by misuse or malfunction of gates or other vehicle entry barriers. This section defines what is meant by improperly parked, non- operable, abandoned and unauthorized vehicles and that such vehicles may be removed by MAA.
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