Page 14 - The Playbook

you are aware this will be reimbursed by the tenant. We process security deposits between 30
– 45 days after the tenant’s lease ends.

After all the work is completed and the property is in tip-top shape, the new tenants will
MOVE-IN. That’s not totally the end of the process – there is typically some things that will
come up during the course of move-in that will require additional maintenance or work. We
refer to it as MOVE-IN MAINTENANCE, and usually there is a thing or two that comes up. So,
you are better off to expect it. And, remember what we said about happy tenants – the easier
our turnover process and the more flexibility you have with the work we want to do to prepare
the property, the happier and easier your tenants will be to work with in the days immediately
after their lease start.
Pre-turnover Inspection --- Move-out Inspection --- Turnover Process
--- Move-in --- Move-in Maintenance

Maintenance & Repairs

Suffice it to say – stuff happens. There’s a more colloquial way of saying that – but we’ll stick
with “stuff”. The sooner you understand that tenants are not as apt to “deal” with things not
working perfectly as you were as the owner of the property, the better off your blood pressure
will be. They’re not being petty; remember, just like your home payment is probably one of
your biggest monthly expenses, so is their rent. They expect if they pay their rent, on time,
you’ll maintain and take care of things when they don’t work in the manner described. And, if
its in the property – IT MUST WORK. That’s required by the law governing the tenant-landlord
relationship.

From a property management perspective, there are a number of ways things go wrong in the
way of your tenant, but the most important is in properly maintaining your property. You’re
going to find as our relationship evolves, that we put the highest priority in maintenance and
responding/resolving issues quickly. It is our expectation to have a response to a tenant within
48 hours of initiating a maintenance request. Preferably, we’d like to have the problem
resolved within that time frame. The way we see it – there are three types of repairs:

General Repairs
General Repairs come to us in two manners – either via tenant reports or inspections by staff.
The processes for completing these repairs are similar.

When a tenant reported repair is requested it comes to us via a number of avenues – either by
phone, or email from the tenant or entered through our software. However it is generated, the
work order is entered and it is assigned by our Property Manager to the appropriate vendor –
that could be Nest PM Staff Maintenance or an outside vendor team member. When assigned,
the Operations Manager will communicate to the owner a copy of the exact work order as it is
entered. This will also include the anticipated vendor to be utilized for the repair. The work
order will be sent to you via email and we will hold it for 24-hours before dispatching the
vendor (unless it’s an emergency). This is an opportunity for you to share a preferred vendor,
or if there is any familiarity you have with the requested work. After the 24-hour period we