Page 13 - The Playbook

tenant is upset from the beginning, they’re going to be more particular than they would if the
property was prepared properly. As in most things – it starts with trust and giving them the
property in good condition establishes that level of trust and frankly helps put their guard
down.

So – needless to say, we put a lot of effort into turnover of the property and it starts before the
current tenant moves out. We’ll do a PRE-TURNOVER INSPECTION approximately 90 days
before the end of the lease agreement – we start doing them as soon as we know the tenant is
not going to renew. This helps us establish a basis for the turnover and try to highlight any
large cost items that may be needed during turnover – such as full paintings of all the walls,
carpet replacements, appliance replacements. We’ll begin to formulate a TURNOVER PLAN and
we need you to communicate your expectations well in advance of completing the work.

Our Operations Manager will start to communicate with the current and new tenants
regarding procedures for moving out and moving in – such as utility connections, cleaning
guidelines, expectations for maintenance that may be the tenant’s responsibility – such as lawn
maintenance and mowing. These communications will begin approximately 30 – 45 days prior
to the turnover period.
The day of move-out arrives – check out is at noon, so to speak. A member of our staff performs
the MOVE-OUT INSPECTION at the property where we’ll finally determine the extent of the
work needed to make the property ready for the new tenant. We have a detailed, unique
inspection tailored specifically to your property and based on the size, number of rooms, and
exterior components of the property. After it’s completed, a copy of the inspection will be
shared with you. We’re not necessarily expecting you to do anything – most of the work is pre-
scheduled with our vendors well in advance. Keep in mind that we have anywhere from 20 –
30 units in turn at a given time, and so we need this time to operate as a well-oiled machine.
We want to meet your expectations, but we also need to be able to execute our turnover plan.
In most cases, we have only seven days to complete the work…so, time is certainly of the
essence.
Seven days goes by very quickly. Generally, the TURNOVER PROCESS starts with our
maintenance team and painters. Cleaning is next and finally Floors. All carpets must be steam
cleaned by a professional contractor. During the course of the process, we’ll have a locksmith
change the locks and cut new keys for the incoming tenants – the minimum expectation is to
have one key copy per tenant and two copies for our staff use. Utilities during the course of
turnover are the owner’s responsibility. We’ll have pre-arranged for the electric, water, gas
and any other required utilities be turned into our company name for the turnover period to
ensure they are available for our contractors to use the facilities of the home to complete their
work (the cleaners need access to hot water to adequately complete the work required).

There may be charges during turnover that are the responsibility of the former tenant. Those
will be billed and processed as part of their security deposit return. Because utility bills can
come as late as 30 days after the transition of tenants, there may be some costs which are to be
billed to the tenant that will be deducted from the rental account for your property. These
expenses will be reimbursed to you when the security deposit is processed. It’s important to be
aware of this delay and we will mark the expense with the denotation as “Bill to Tenant”, so