Pacific Urban Investors
2024
1
Topics to Discuss
Review PUI HUB
Section 5 Reporting
Section 6 Accounting
Section 7 Bonuses & Awards
Section 8 PUI Environment, Social, Governance (ESG) & EcoLogic Program
PUI HUB
Welcome to the Pacific Urban Investors MyHub Intranet where you will find all resources and guides for managing your property. Browse the PMC Training Page where you will find The PUI Policies & Procedures Manual, information on career apparel, approved unit specification sheets and property award criteria.
Can't find what you're looking for? Visit the Property Resources page for additional documents and files.
Welcome to the Pacific Urban Investors MyHub Intranet where you will find all resources and guides for managing your property. Browse the PMC Training Page where you will find The PUI Policies & Procedures Manual, information on career apparel, approved unit specification sheets and property award criteria.
PUI Standards
Description
The PUI Standards section provides a uniform set of policies across many aspects of PUI properties. These standards help maintain a professionally managed environment for PUI residents.
The Pacific Urban Investors Policies and Procedures Manual will be periodically updated on the MyHub portal.
If an item is outdated in the property binder, please contact your Asset Manager and email Quality Assurance, Anesa Krso at akrso@pacificurbaninvestors.com
Sidewalks
Sidewalks should be free of gum, trash, stains, and moss; power-washing should be done on a regular basis
Interior
Interior corridors should be clean, free of odors and cobwebs. Carpeted corridors must be vacuumed daily.
Patios
Patios should also be clear and free of trash. Patios are not allowed to be used for storage.
Landscaping
Landscaping is to be well-maintained, and vendor is to be informed of any areas requiring attention such as weeding, pruning, trimming, planting and/or watering.
Signs and Banners
Signs and banners are to be clean, legible and in good condition; if any signage has been vandalized or damaged it is to be replaced immediately with a new one
Inoperable Vehicles
Inoperable vehicles or vehicles with expired registrations parked in the community should be issued a warning to have the registration updated. If the violations are not addressed, the vehicles should be towed at the vehicle owner’s expense.
Carports
Carports, carport roofs, and driveways should be free of debris, cobwebs, and trash.
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Trash
Trash enclosures and trash areas should be kept tidy and organized with trash bins put back in place after trash pickup days. Remaining debris after trash pickups should be promptly cleaned. The trash bins and enclosures must be power washed on a regular basis.
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Maintenance
Maintenance is to be notified of and complete in a timely fashion any repairs needed at the property.
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Painted Areas
Ensure all painted areas look fresh and clean; if needed, touch-up paint shall be applied.
Amenity Space
Amenity Spaces shall be cleaned every day and reset prior to office opening.
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Refreshments
Refreshment stations shall be stocked with beverages and snacks that follow PUI Property Standards (images) as described below.
Refreshments
Refreshment stations shall be stocked with beverages and snacks that follow PUI Property Standards (images) as described below.
Healthy Bars
Healthy Bars
Be Back Clock
Look for one that is a neutral color, so it does not clash with décor.
Clubhouse & Leasing Office
Any televisions operating in common areas shall be tuned to a channel offering non- political, non-violent, non-sexual content and playing at a reasonable volume given the conditions (unobtrusive if just on for background entertainment; loud enough to hear if on for primary entertainment). Appropriate content includes: • Cooking • HGTV • Travel • ESPN
Trash Cans
Trash cans in common areas and amenity areas shall have hands free lids. All light bulbs in the common areas shall be LED and of a matching color temperature of 2500k or 3000k, dependent on natural light conditions. Each room shall use the same bulbs/lights, so the lighting remains the same throughout without variation in color.
myhubintranet.com
Resident Lounge
Hours of operation vary by property. Resident lounge furniture shall be reset daily and checked throughout the day.
Fitness Centers
Fitness center equipment shall be cleaned and maintained on a regular basis. For fitness center equipment design or redesign, please contact Precor, PUI’s preferred fitness equipment.
PUI Signage Verbiage Guidelines Fitness Center
• Guests welcome in the Fitness Studio while accompanied by an adult resident. • Please wear appropriate workout attire and footwear.
• Stay hydrated! Water only, please.
• Familiarize yourself with equipment prior to use and follow equipment instructions. Stay safe! • Use of the equipment is at your own discretion and risk. • Anyone under 16 years of age requires adult supervision.
• Be kind to your neighbors! Please limit use to 30 minutes when others are waiting. • Please advise management if any equipment is not functioning. Let us know! • Keep it clean! Please wipe down equipment after use. • Breathy Easy! Thank you for not smoking. • In case of emergency, call 911.
Business Centers
All business centers shall be outfitted with an appropriate number of PCs, one Mac and wireless printers. The computers shall not require login, and the property website shall be set as the default home page. All electronics shall be secured within the business center. If possible, silent alarms should be installed behind each computer to protect from theft. The borrowing of computers or printers is not allowed.
Business Centers: Home Page
1. Open your internet explorer browser and in the address, bar type your property website address.
2. Click on Tools on the top of the browser (Windows 9 Tools is a gear cog).
Business Centers: Home Page
3. Next click “Internet options.”
4. Under the “General” tab and in the “Home page” section click on “Use Current.” Next click OK. Test it out by closing your browser and reopening it. Your property website should appear.
Common Area Bathrooms
All common area bathrooms shall be nicely decorated, always kept clean and sanitary. Clubhouse or leasing office bathrooms shall have pleasant but not overpowering scents. All bathrooms shall have hands-free faucets and soap dispensers, automatic towel dispensers and sufficiently sized trash cans that are hands-free where possible.
Common Area Bathrooms
Common Area Wireless Internet
All common areas shall be Wi-Fi enabled with the property name used as the network of the Wi-Fi router. The password shall also be set to the name of the property. Note the formatting below – the first letter of each word is capitalized and there are no spaces between words. Every property shall have displayed pedestal stands for residents or prospects, displaying Wi-Fi information.
Common Area Wireless Internet
For example: Be Our Guest
Wi-Fi Network: PropertyName (Example: TheMarc)
Password: PropertyName777 (Example: TheMarc777)
PUI Branded Experience
WOW Fridge
Every model will have a WOW Fridge, which will be fully stocked with approved water, refreshments, and snacks in the PUI Property Standards in the “Approved Model ‘Wow’ Refrigerator Item” section. These items in the WOW Fridge shall be restocked routinely and expired items disposed of immediately. If you have to supply juice as a beverage option, please frequently check more expiration dates, as it tends to expire quickly. Please take frozen treats out of their cartons and store them in clear plastic containers. Please reference the PUI Property Standards – Section 1.10 for examples of how the items in the WOW Fridge should be displayed.
Refreshments
Refreshment stations in the Leasing Office shall be stocked with recommended snacks and beverages and displayed as shown in the PUI Property Standards in Section 1.2.
Model Units
If you have any questions about your model decor or need direction for new purchases, please contact PUI Design.
Leasing Office And/Or Model Display Items Healthy Bars Place them neatly in the office near coffee station and in the model unit.
Model Units
Approved Model “WOW” Refrigerator Items Please select those items that are popular at your property. Make sure there is sufficient variety by stocking 3-5 items.
Model Units
Approved Freezer Items Please store neatly in labeled holders.
Model Units
Model refrigerator display examples:
Model Units
Model Balcony Display Examples
Model Units
Model Closet Display Examples
Model Units
Record Keeping:
Model units are required to be entered into the Property Management Software as an Occupied - Revenue Unit. The occupant’s name should be set up as First Name: Model, Last Name: Model. The model expense to offset the rent charge is required to be coded to account 4050300 - Vacancies Model. The Model Unit must always have the rent charge and expense equivalent to the current market rent of the unit.
Model Units
Model Lookbook:
Each Model will have its own “Lookbook” printed and displayed. The Lookbook is for our prospects to draw inspiration from when decorating their own home. PUI Design team will create a lookbook for your property to print and utilize. Please refer below/next page for an example of the “Lookbook” and Printing Instructions. Download the “Lookbook” and have it professionally bound.
Property specific Lookbook can be found on MyHub Property Resources Brochures & Collateral click on your specific property, and it will be here along with the “TentCard”.
Or click on the link here Property Resources (myhubintranet.com) Find your property.
Model Units
Model Lookbook:
Model Units
Model Lookbook:
Mini Model Units
Policy:
Professionally displayed mini models shall be established for all long-standing or difficult to lease units or properties below 100 units. Accessories used in the mini models shall be up-to- date and displayed in accordance with the PUI Mini Model Guidelines. The PUI Mini Model Guidelines are updated quarterly. All Property Managers are required to review and sign the mini model installation guide. A copy of the signed installation guide should be sent to the Regional Manager, Asset Manager, and PUI Design. If your property has a Mini Model set, it must be utilized in vacant units.
Please note that PUI Mini Model Guidelines can be located on MyHub Property Resources 09 Property Guides Forms, Documents Guides Mini Model Guide.
Or click on the link here Property Resources (myhubintranet.com)
Suggested Additions
Layout Guide
Layout Guide
Layout Guide
Layout Guide
PUI Branded Experience
Music
PUI’s preferred music service vendor is Dynamic Media. Where music is played often varies by property and should be discussed with your PUI Asset Manager. Most often, music will be played in the leasing office and the Model unit. Other possible locations include (where applicable) the clubhouse, the fitness center, and the pool area. Please refer to the PUI Music Policy in Section 1.28 for specific directions regarding set-up and use of the recommended music services.
Move in Gifts
If the budget allows, all new residents should receive a move-in gift. All move-in gifts are discretionary. This is a great way to make a good impression on your new resident. All Sofi properties should utilize Loop & Tie (loopandtie.com) for their move-in gifts. Discuss with your PUI Asset Manager to determine what the move in gift standard and budget should be at your property. All gifts are at the discretion of the asset manager.
Exterior Common Areas
Pool & BBQ Area (Fire Pit)
Pool furniture and BBQ areas shall be reset daily and cleaned/maintained on a regular basis. Broken and dirty furniture or pillows and cushions should be replaced immediately. BBQ grills shall be cleaned daily and after events where there is continuous usage (i.e., on weekends). Each property should have an extra set of clean BBQ grates to swap with the dirty ones in the morning when cleaning the interior of the BBQ grill. In addition, BBQ grills need to have black rubber mats in front of them to protect the concrete from staining.
For properties with inclement weather - umbrellas are to be closed and left outside at the pool assembled. Cushions are to be stored throughout the winter and displayed during the following pool season. In PNW and CO pools are NOT to be covered during the winter, but in the East Coast pools SHOULD be covered. In the off season, pool heaters should be turned down, not off, to prevent pipes from freezing and bursting.
For properties that cannot support commercial grade BBQs which requires a more elaborate install, sites can purchase a portable BBQ as a substitute.
Exterior Common Areas
Pool Specs:
Exterior Common Areas
Pools
All pool entrances must be operable and close automatically as this is a life safety issue. If located in California, signage must also be in compliance with California Proposition 65 regulations.
Pool Safety
Anyone under the age of 14 must be accompanied by an adult guardian at all times.
Bring a friend! Please do not swim alone.
Guests welcome while accompanied by an adult resident.
Keep it clean! Please shower before entering the pool.
Use of the pool/spa is at your own discretion and risk.
No glass permitted in the pool area. 42 | Page Confidential – Property of Pacific Urban Investors
Stay Safe! No running, pushing, or other rough play in the pool area.
Looking good! Attire intended for swimming required. Swimmers non toilet trained must wear swim diapers.
We love pets! But not at the pool please.
Pool Safety
We’ll always have one comprehensive “rules” sign, a “keep gate closed” sign, “diarrhea” sign, and “spa” sign, as needed. These are all required by code and are non-negotiable. We’ve worked to capture required verbiage, while softening where possible.
Spa Safety
Elderly person, pregnant women, infants, and those with health conditions requiring medical care should consult a physician before entering the spa.
Unsupervised use by anyone under 14 is prohibited.
Hot water immersion while under the influence of alcohol, narcotics, drugs, or medicines may lead to serious consequences and is not recommended.
Do not use alone.
Long exposure may result in hypothermia, nausea, dizziness, or fainting.
BBQ Guidelines
Eat well! Good food, good friends, good life.
Please tidy up following your feast. Keep it clean!
Familiarize yourself with equipment prior to use and shut down properly following. Stay safe!
Use of the equipment is at your own discretion and risk.
Anyone under the age of 16 requires adult supervision.
Be kind to your neighbors! Please limit use to 30 minutes. 43 | Page Confidential – Property of Pacific Urban Investors
Breathy Easy! Thank you for not smoking.
In case of emergency, call 911.
Dig in!
Annual Flower Colors & Landscaping
All areas around the amenities, leasing office, clubhouse, and models shall be attractively landscaped without any bare or brown spots.
Flowerpot Examples Please have pots tastefully arranged with a three-tiered approach. Something tall in the center, seasonal color, and greenery in the middle, and draping greenery at the base. For shaded areas, please use shade-friendly flowers.
Laundry Rooms
All laundry rooms shall be kept pleasant, clean, and sanitary at all times. Folding tables shall be provided if there is sufficient space. These rooms shall have hands-free trash cans that are large enough to handle the volume of debris.
Laundry Rooms
Wash & Fold Guidelines:
Looking good! Dress like you mean it.
Familiarize yourself with equipment. Clear lint traps, avoid overloading, and use detergents intended for laundry.
Be courteous! Please be mindful of your timing and clear contents so your neighbors may use equipment.
Please advise management if any equipment is not functioning. Let us know!
Package Locker Room
Properties with package locker rooms should be kept clean of open boxes, plastics, and other trash daily. If the placement of packages is the office’s responsibility, please ensure that this is completed immediately, as there should be no packages on the floor waiting to be placed into lockers.
Playrooms
Hours of operation and equipment available vary by property. Playrooms shall be reset daily. Furniture/equipment shall be maintained in good condition and replaced as needed.
Maker Rooms/Game Rooms
Hours of operation and equipment available vary by property. Maker and game rooms shall be kept in good condition. Any equipment needed for the use of games should be easily accessible for resident use, without the need to contact management. Rooms shall be checked daily and cleaned as necessary with deep cleaning and maintenance scheduled regularly.
Resident Patio & Decks
The use of patios and decks are for residents and their guests only. The areas shall be kept open and uncluttered for safety purposes. No items should be placed or draped over patio fences or railings. They should not be utilized as additional storage space. They should be free and clear of debris or trash. Patios and decks should only have patio outdoor furniture.
Elevators
The use of elevators is strictly limited to residents, their guests, property staff and approved vendors. Residents moving in or out of their apartments may use the elevators to move their belongings, but elevator cab shrouds and floor coverings shall be utilized to protect the elevator from damage. Property management or maintenance can provide elevator cab shrouds upon resident request. Moving-related damage from residents not utilizing elevator cab shrouds shall be the responsibility of the resident.
No bills/flyers shall be posted inside or outside the elevators by anyone other than property management.
Children must never be left unattended in or around elevators.
Parking Area
All parking areas reserved for property residents, permitted hours of parking and any “Future Resident” parking spaces shall be clearly marked. Future Resident Parking should not be used by PMC or PUI staff at any time. Parking areas shall be inspected daily, maintained, and cleaned on a regular basis. Resident cars shall be regularly checked for current registration and vehicles shall be in working condition. Inoperable vehicles or vehicles with expired registrations will be issued a warning to have registration updated or inoperable vehicles removed from the site. If the vehicles in violations are not addressed, they will be towed.
Dog Park and Dog Runs
Routine cleaning shall be conducted at the dog parks and dog wash stations. Dog wash stations shall be kept free of debris, pet hair, and clutter. The dog waste station shall be available within the confines of the dog park and routinely stocked with waste bags and the trash bin emptied regularly, Pea gravel and damaged toys shall be replaced as needed. Pea gravel will be used, except for where turf is a viable option – discuss with your Asset Manager to determine the best spec. Hours of operation and equipment available vary by property.
Property Signage
All temporary signs posted shall be professionally displayed, i.e., not handwritten, and in acrylic inserts or laminated. Signs should not be affixed with tape. Avoid using consumer unfriendly language such as “Don’t”, “Obey Rules”, etc., and instead use polite phrases such as “Please…”, “We Appreciate…” or “Thank You for…”. We want our residents to feel appreciated and not bullied by management.
Each property should always have PUI Approved ‘Pardon Our Dust’ signs on-hand to display if there are any disrupted common areas due to construction or unexpected damage. The signs should be removed as soon as the work has been completed.
Music and Speaker Policy
Properties shall utilize Dynamic Media (aka Soundtrack Your Brand) as their preferred vendor for playing music at the property. Requirements for use include the Soundtrack Player app (here), a Wi-Fi connected device (computer, Android smartphone or other existing devices on which apps can be utilized) and a wireless, Bluetooth-enabled speaker. The approved PUI playlist shall be played in the leasing office and model home during business hours and at a comfortable volume.
Business Cards
Business Cards are to be a simple design of:
Back of card – black background with white property logo or white background with black property logo. Logo should be centered on field.
Front of card – black background with font or white background with black font.
Critical info requirements: Name, First & Last Title Property Address Property Office phone Property Fax Property URL Email address
Business card templates are available via Benson and/or on MyHub.
Operations
Career Apparel
Office Associates:
PUI requires all associates to maintain a professional appearance and follow the PUI established career apparel standards. Property managers are responsible for ordering PUI approved career apparel through ICO Uniforms on MyHUB PMC Training Career Apparel Career Apparel Acknowledgement and Career Apparel Lookbook. While associates are responsible for ordering PUI approved and property supplied uniforms, there is no cost to the associates for these purchases.
Clothing must always be maintained in clean condition and silver name tags shall be worn on the left side of the shirt. Associates must obtain their Regional Manager and Asset Manager’s approval for replacement items.
Look & Feel Your Best
Office Team Associate Standards:
All associates are required to wear their full ICO apparel each day that they report for duty. Associates should wear black bottoms and a white button up shirt until their ICO apparel is received. Associates are required to adhere to all apparel standards.
All ICO Apparel items are to be kept clean and free from stains, tears, etc. Each associate will be reimbursed for the dry cleaning (up to $25 per month) of their ICO Apparel through the submission of an expense report with detailed receipts monthly. Please note that Pacific will only reimburse the associate for one month of dry cleaning expenses. If the associate submits cumulative expenses for periods greater than one month, the associate will only be reimbursed for the most current month’s expenses.
Name tags: Must be worn daily
Look & Feel Your Best
Office Team Associate Standards:
Skirts and Dresses: Skirts and dresses must be no shorter than 3” above the knee, and no longer than 6” above the ankles. Blazers: Only ICO apparel is permitted.
Jeans: Jeans should never be worn, unless approved by the PUI Asset Manager for a special occasion.
Polos: Only ICO polos shirts are permitted. Polos must be paired with slacks and dress shoes. Polo shirts should be in good condition and not faded.
Neckwear: Accessory scarves may be worn if they are conservative (no fluorescent, cartoon, novelty, etc.) and color-coordinated with the ensemble.
Dress belts: Belts with simple, conservative buckles that match the slacks are recommended but not required. Buckles should not be larger than 3” in height and width.
Look & Feel Your Best
Office Team Associate Standards:
Shoes: All footwear must be professional and should color coordinate with the pants or skirt. Tennis shoes, clogs, platforms, and stilettos are not permissible. Open toed/closed back shoes are approved as long as nails are wellgroomed. Closed toe/open back shoes are also allowed. Women can wear neutral- colored flats or heels, no higher than 3 inches. Men should wear dress shoes that are neutral color (black, brown, grey, navy, etc.) and kept polished/clean.
Maternity: ICO does not provide a maternity line however it is recommended that women stay within the color scheme when possible. The company will reimburse up to the specified limit for that year. These purchases will be reimbursed through the submission of an expense report.
Outerwear: All company associates must be properly attired in their ICO Apparel while on the job. If weather requires outerwear, it should be a conservative, professional style. Jackets, hats, or other apparel with logos other than the property are not permitted.
Look & Feel Your Best
Office Team Associate Standards:
Jewelry: All jewelry should be worn in a professional and tasteful manner. Hoops no larger than 2” are acceptable. Any other visible body piercing is unacceptable. Only piercings of the ear are acceptable. Facial piercings are not approved jewelry. Flesh colored plugs must be worn in gauged piercings.
Tattoos: Tattoos that are visible must not be on the face and must not contain profanity or be gang affiliated, offensive or sexually suggestive, or they must be completely covered.
Fingernails: Nail polish must be professional. No fluorescent colors allowed.
Hair: Hair should be clean, neatly trimmed and styled, and always presenting a well-groomed appearance. Styles should be appropriate for a professional business atmosphere. Unusual or distracting hair, styles, and colors will not be permitted. Any hair decorations, such as scarves, barrettes, or combs, should be small and professional.
Look & Feel Your Best
Office Team Associate Standards:
Jewelry: All jewelry should be worn in a professional and tasteful manner. Hoops no larger than 2” are acceptable. Any other visible body piercing is unacceptable. Only piercings of the ear are acceptable. Facial piercings are not approved jewelry. Flesh colored plugs must be worn in gauged piercings.
Tattoos: Tattoos that are visible must not be on the face and must not contain profanity or be gang affiliated, offensive or sexually suggestive, or they must be completely covered.
Fingernails: Nail polish must be professional. No fluorescent colors allowed.
Hair: Hair should be clean, neatly trimmed and styled, and always presenting a well-groomed appearance. Styles should be appropriate for a professional business atmosphere. Unusual or distracting hair, styles, and colors will not be permitted. Any hair decorations, such as scarves, barrettes, or combs, should be small and professional.
Look & Feel Your Best
Maintenance Associate Standards:
All maintenance team members must wear a uniform while on duty. If responding to a maintenance emergency, the team member(s) must wear community branded outer clothing. Additionally, Maintenance associates are required to wear photo identification badges at all times, so that residents feel assured that only authorized associates are on the property.
All maintenance uniforms should be well-fitted, with shirts kept tucked at all times. Maintenance replacement items should be ordered immediately if damaged or soiled. In order to preserve the branded work apparel, painter's white and appropriate shoes must be worn when painting apartments.
Office Hours & Holiday Schedule
In general, leasing offices are to be open seven days per week unless otherwise directed by the PUI Asset Manager. Office hours are subject to change depending on the property’s performance and shall be determined by the property management company and the Asset Manager. Proper signage and indication of closure due to a holiday must be provided at the entrance of the leasing office as well as when the office will reopen. For the Holiday Schedule, please refer back to your property management company.
Sign In Sheets
All properties shall have visitor sign in sheets in a binder for visitors (not for prospects or residents) to sign into the property. Key Logs for Vendor Logs should be kept in a separate binder. All prior sign-in sheets shall be chronologically filed in the binder with the most current sheet on top. All PUI employees, service vendors, and employees of the management company MUST sign in when they visit the property, no exceptions allowed.
Site Inspections/Daily Curb Appeal
To ensure PUI’s high standards are followed, the onsite staff is expected to perform a once daily walk-through of the common areas of the property using the Happy Co AM/PM Daily Inspection. If your property doesn’t utilize Happy Co, completed checklists should be filed in a binder in the manager’s office and available for review.
Site Inspections/Daily Curb Appeal
The Daily Site Walk Checklist form covers all of the “touch points” for prospects and existing residents. Therefore, as you or your staff walk through the property every day, make sure they are trained to address these areas:
Monthly Property Inspections
PMs shall conduct monthly inspections of properties and fill out a monthly inspection form on HappyCo. The completed inspection forms will be stored in HappyCo, and a copy must be emailed to the PUI Asset Manager upon completion. If your property does not utilize Happy Co., completed checklists should be filed in a binder in the manager’s office and available for review.
Compliance on all Building Inspections
All building inspection certificates must be filed in a separate folder and any outstanding items requiring repair must be completed so that the property is in compliance with all governmental regulatory inspections. When in doubt, please confirm in writing that a noncompliance issue has been resolved with the regulatory agency in question. Please involve your PUI Asset Manager if there is a question or significant dollar outlay for compliance. Outstanding notices relating to noncompliance issues should be sent to your PUI Asset Manager along with any follow-up items.
Annual Excellence Audit Inspections
VP of Quality Assurance will perform a yearly Annual Excellence Audit inspection ensuring consistent and superior service is delivered across all PUI communities, ensuring teams are focused on the important items that impact resident experience. Upon completion of the inspections, teams will receive an email with a due date for completion of the tasks that need to be addressed – tasks that did not pass the inspection or need further improvement.
Revenue Management Expectations - Yieldstar
For any property that uses Yieldstar, daily rates are required to be submitted by 9:30 am each day, Monday – Friday. If a property is closed due to a holiday or any other reason, rates are not required to be submitted. The Property Manager and Regional Manager are the only authorized individuals that may submit pricing recommendations through Yieldstar, unless PUI Asset Manager approves otherwise.
When submitting the daily rate recommendations, property is required to input the following information in the comments section of each floor plan group:
# of available units, # of vacant, # of NTV, % Occ, % Trend
Revenue Management Expectations - Market Rents
The Property Manager and Regional Manager are responsible for reviewing the current market rents compared to budget on a monthly basis. If the approved budget is scheduled for a market rent increase, the Regional Manager is expected to review if the budgeted change is truly needed and send the suggested market rate change to the PUI Asset Manager before implementing. Written PUI Asset Manager approval is required before any Market Rent changes are made.
If a change to an amenity premium value is needed and/or if a new amenity premium is needed, the Property Manager and Regional Manager must receive written PUI Asset Manager approval before any changes are made.
Demographics
All demographics information regarding a resident must be entered into the Yardi demographics section per your property management company setup. Please ensure any data from Bluemoon, OnSite and RentCafe is transferred into the Yardi demographics section if this information is not fully integrated. PUI must be able to access demographic information about its residents from Yardi. If your demographics information is incomplete in Yardi, please ask your Regional Manager or PUI Asset Manager for assistance to bring the information current as soon as feasible.
Demographics should always be updated during every renewal. It is imperative that PUI has the most current information for every resident.
Customer Satisfaction Measures
PUI wants to make every effort to ensure that its customers, your residents, are satisfied during their residency at one of PUI’s properties. To ensure customer satisfaction, customer experience surveys will be sent out to residents routinely. Managers should work with their Regional Manager and Marketing Department to ensure the completed surveys are properly handled and that acceptable scores are achieved.
New Resident Orientation
It is essential that we make a good impression at the time of move-in. We do so by being proactive and eliminating problems before they become issues. Every new resident must be given a new move-in orientation of their home and their apartment community. Orientation will include the location of the resident’s mailbox, closest trash receptacle, carport/garage, laundry rooms, if applicable, their new apartment home, all amenities and how to access them, and any special features about the community such as walking/hiking/biking trails and transit systems.
Lease Signing and Keys
The Leasing Agent, Assistant Manager or Property Manager should review each lease document with the new resident and ensure that they understand the meaning of the document. All office team members should be familiar with the lease, all addendums, and be prepared to answer any related questions
All persons over the age of 18 must sign the lease, even if they are living with their parents. The lease should have a provision to list other authorized occupants that are not leaseholders.
All lease paperwork must be signed by all parties on the lease prior to releasing keys. In the event of a roommate or co-signer situation, you must make sure that each person has signed all paperwork before releasing keys to even one person on the lease.
Lease Signing and Keys
Verify that the electricity and any other required utilities have been placed in the resident's name. You can do this by getting the account number prior to the move-in date. At the time of application, you should inform the individual that they will be required to provide this information prior to moving in.
Application, Lease Agreement, all applicable Addendums are signed and approved by the resident and Property Manager.
All monies are collected (rent, fees, deposits, etc.)
The leased unit must be made ready according to PUI and management company standards and walked prior to move in day
Each resident should be given copies of all signed paperwork after being executed by the Property Manager.
Move In and Walk Through/Inspection
Management should use the move-in day as an opportunity to introduce themselves (Property Manager, Assistant Manager, Maintenance team, etc.) to the new resident. If the management is not present, a formal letter of introduction should be sent. The move-in should be processed in the property management system the day of the move-in (the day the resident takes possession).
After walking through the home with the resident, sign, and date the move-in report and return the office copy to place in the resident's file.
Move In Packet
The Office Team should prepare a move-in packet and inform the new resident of the following (if applicable):
• Resident Portal and its features.
• Office hours and how to contact someone in the event of an emergency.
• How to pay rent: online, office, electronic money order, etc.
• Operation of limited access gates, both for themselves and for visitors.
• Pool and spa hours.
• Fitness facility and other common areas/facilities hours and how to utilize them.
• Location of any amenities that would require additional information in order to utilize.
• How to place service requests (both regular and emergency).
• Move-In Gift (if applicable).
Resident Files
Organization:
All files should be scanned into Yardi and should be kept electronic. Every property should be working on scanning all current files into Yardi. In the case files are not electronic, they need to be organized in a consistent manner and not vary from property to property within the same management company. Using a letter-size pressboard or manila folder with one insert, please assemble your files in the following order from left to right. The site managers should be keeping an electronic file in the memo’s section of YARDI for any non-paying resident.
Resident Retention
Reputation management platforms mentioned in Marketing Section 3.7 (OPINIION) are crucial to maintaining the relationship we have with our current residents including new resident follow-up and the lease renewal process.
All renewals should be contacted 120 days ahead of their expiration allowing the admin team to communicate with the resident gaining further insight into whether the resident will be renewing. This communication should enable the team to address any concerns residents may have, in hopes of ensuring their renewal.
Move In Gifts
If the budget allows, all new residents should receive a move-in gift. All move-in gifts are discretionary. This is a great way to make a good impression on your new resident.
All properties should utilize Loop & Tie (loopandtie.com) for their move-in gifts. Discuss with your PUI Asset Manager to determine what the move-in gift standard and budget should be at your property. All gifts are at the discretion of the asset manager.
New Resident Follow-Up
PUI currently uses OPINIION surveys for making planned contact with residents throughout their lease term.
However, in addition to OPINIION, the admin team should reach out to the residents in intervals listed below to
check in with them and address any concerns immediately.
• 7-14 days after move-in to ensure there were no issues with the apartment after move-in
• After completion of the resident’s first work order
• 30-60 days – check in to see how resident(s) is/are enjoying the property or if they have a need to
address any issues or concerns.
Lease Renewal Process
6 months prior to the lease’s expiration, a survey should be sent out via OPINIION for feedback to the resident and the Property Manager is to follow up to address any concerns or issues, if any.
To reflect PUI’s desire for professional management, every attempt should be made to make personal contact with the resident during the renewal process. The renewal letters should be issued with the property logo and appropriate letterhead which includes the property address, e-mail, and phone number to the leasing office. The letter needs to be addressed to ALL the residents on the lease and to the address where they live on the site. The letter should be dated on or before the required notice date, but NEVER after.
Lease Renewal Process
The Property Manager and Regional Manager, in accordance with PUI Asset Management approval, may decide to offer incentives for renewal. If so, these incentives can and should be incorporated into the renewal process. Examples of incentives include free carpet cleaning, new ceiling fan, gift card, accent wall, etc
Every attempt should be made to create value, convenience, and resell the residents during their residency. We must recognize that residents have options. Make them feel welcome and appreciated during this process and throughout their residency.
Service Requests
Service requests must be responded to within 24 hours and completed within 48 hours. Any delays should be communicated to the resident. Follow-up calls should be made weekly to residents who had service requests completed to ensure their satisfaction. Follow-up calls should be noted in the resident’s memo in Yardi.
Media and Press
There should be absolutely no direct communication with the press. Management should refer all communications to the appropriate department at its respective corporate office. Do not respond to email inquiries or phone calls. Do not answer questions if there are reporters or journalists on site. If a conversation is unavoidable, simply state that management is working to resolve the situation and currently has no comment. If unsure, discuss with your Regional Manager and PUI Asset Manager before doing anything.
Incident Report Policy
This policy outlines the procedures and responsibilities for reporting and documenting incidents that occur at PUI communities. An incident is defined as any event involving either personal injury or property damage beyond $1,000 and/or any personal injuries that occur on the property. It is the PMC’s responsibility to ensure that all incidents, whether they are related to safety, security, personal injury, water intrusion, or any other matter are promptly and accurately reported, investigated, and resolved.
Reference the PUI Incident Report Distribution List
Incident Report Policy
Personal injury claims should be submitted for any staff or resident claim. Additionally, an incident report should be filed upon receipt of any legal claims related (but not limited to) the following items:
Incident Report Policy
All incidents, irrespective of their nature, must be reported immediately to the appropriate personnel. Incidents should be reported using the PMC’s incident reporting system and protocol. In an emergency or immediate threat situations, prioritize personal and public safety before reporting.
The incident must be thoroughly documented, including date, time, location, description, individuals involved, and witnesses. Ensure incident reports provide accurate and complete information.
Photographs
Digital photos must be taken of the damage and sent to the PUI Asset Manager. Photos are to be taken and submitted along with the incident report. If the report is about water intrusion, and mold/mildew in the unit, pictures are only to be taken of that specific area and nothing else. If the resident is present, please announce that you are taking a picture of that specific area.
Regional Manager Notification
The Site Manager must notify their Regional Manager by phone IMMEDIATELY of any major incident. Additionally, they need to follow the policies of their Management Company. Immediately following the notification, the property manager is to complete the incident report before the end of the business day and ensure that it has been sent out to the appropriate recipients.
Incident Reports
An Incident Report must be completed and sent along with photos by the Management Company to the PUI Asset Manager immediately. The report must identify if any person(s) were injured and details of any injuries, describe the circumstances of the incident in detail and describe the damage in detail.
PUI Construction
PUI’s VP of Construction will coordinate obtaining bids, etc., as it pertains to construction/restoration of damage to units/common area.
Notification Requirements for Legal Matters
Upon receipt of any legal notices/documents, potential or threatened litigation, the person receiving the documents and/or communication must notify the Regional Property Manager and appropriate legal contacts within their property management company. The Regional Property Manager must inform the PUI Asset Manager, Senior VPs, Managing Directors, and Asset Management immediately.
Corporate Units
The policy is to limit corporate units to 5% of total units, but before renting please check with your PUI Asset Manager to ensure that the property is complying to any lender requirements. This 5% CANNOT all be leased to one provider and must be diversified to multiple providers depending on the size of your property, with a 91 | Page Confidential – Property of Pacific Urban Investors maximum exposure of 2.5% for one corporate unit provider. Staggered lease terms with one entity do not minimize risk as they can exercise lease terminations all at one time reducing occupancy from 95% to 90% in very short order. If there is uncertainty as to this lease term or diversification requirement for the 5%, please be sure to ask your PUI Asset Manager for approval.
Corporate Units
Always check with neighboring PUI properties to make sure corporate lease exposure is limited across multiple properties. For example, Company A could represent 3% at your property, but also 3% at four others nearby PUI properties. Should Company A decide to terminate all the leases at once, PUI would lose 15% of occupancy
instantly. All corporate units must be tracked in Yardi.
The following companies are:
Approved Corporate Tenants:
Stanford University
Blueground US
Unapproved Corporate Tenants:
Stay Alfred
A+ Housing
Zeus
Evictions
Evictions should always be processed on a timely basis. The unit under eviction should be shown as an available unit only when a judgment has been obtained from the Court. An unlawful detainer action (UD) does not qualify the unit to be available.
Write Off Policy
Skips, evictions and rent forgiveness should be written off as soon as the security deposit has been processed; preferably in the same accounting month that the move out occurred. All others shall be written off 30 days after the security deposit has been processed and sent to collections. Within the 30 days after a move out, previous residents should be contacted every 7 days to try and collect their balance due prior to write offs.
On Site Property Vehicles
HappyCo Policy
HappyCo policy delineates the established protocols and procedures governing the utilization of the HappyCo platform within PUI and PMC’s. The HappyCo platform serves as a robust tool facilitating the seamless orchestration of inspection, audit, completion of tasks and reporting processes. Its implementation results in amplified operational efficiency, heightened accountability, and improved communication channels throughout our multifaceted operations.
Access to the HappyCo platform will be granted to authorized personnel within our organization. User roles and permissions will be assigned based on job responsibilities and operational needs by the PMC or PUI Administrator. Users are responsible for maintaining the security of their HappyCo accounts. Passwords should be strong, unique, and not shared with unauthorized individuals. All properties within our portfolio will be set up on the HappyCo platform, including relevant details such as property names, addresses, and key contacts. This information should be accurate and kept up to date.
HappyCo Policy
HappyCo will be used for conducting property inspections, audits, tasks, DD, and other assessments as needed. Users should perform inspections in accordance with established protocols, ensuring accurate data collection and documentation. Users must utilize the HappyCo mobile app to perform on-site inspections. Users will also need to utilize the HappyCo Tasks mobile app to complete tasks. On-site personnel will receive $25/mo. credit towards their phone bill for utilization of HappyCo. The apps should be regularly updated to the latest versions to access new features and improvements. Users will receive proper training on how to effectively use the HappyCo platform. Ongoing support and resources will be provided to ensure that users can maximize the benefits of the tool
HappyCo Policy
HappyCo Inspections and Task Process
HappyCo contains a multitude of different inspections. While some are generic, others are specific to the property, such as preventative maintenance inspections. The on-site Manager and their Maintenance Supervisor should open and schedule property appropriate inspections and complete them on their given cadence, (i.e., daily, weekly, monthly, annually, bi-annually). In addition, PUI has created several inspections that must be completed on their cadence, such as the Daily AM/PM inspection, Design inspection, Marketing inspection, etc
. Maintenance teams are responsible for completing all preventative maintenance inspections that pertain to their community.
Admin teams are responsible for completing all other inspections that pertain to their community.
HappyCo Policy
HappyCo Inspections and Task Process
Below is a list of all inspections, who is responsible, and their cadences:
Marketing
Advertising and Marketing
PUI requires all advertising to be accurate and up to date. Property managers and marketing teams are to ensure the accuracy of all online and printed content including but not limited to unit types and floorplans, amenities and features, property photos, property descriptions, office hours, contact info, current asking rents and rent specials. All advertising should be audited on a regular basis to maximize marketing effectiveness and ensure lead tracking and phone trees are operating correctly. Website photos should also be audited to ensure the most current photos are featured. All marketing and advertising related expenses and/or strategy will be approved by PUI.
Website
All websites will be managed by your marketing team and G5. Please follow your PMC policy for content, rates, and concession updates.
Please seek approval from PUI Marketing prior to making changes to any digital platform and/or contract.
Meet Elise
Meet Elise is an AI (Artificial Intelligence) lead generation program that is integrated with Knock. It is a lead generation and tour management system, aimed at adapting to the evolving landscape of apartment searches and tours. The system incorporates advanced AI features to streamline tour scheduling, provide automated instructions, and enhance prospect engagement throughout the leasing process.
Meet Elise is designed to adapt to changing prospect expectations. PMCs must utilize Meet Elise to leverage the system’s advanced features to enhance the prospect experience by providing automated instructions, guidance, and detailed directions for unit tours. Prospects will be given the flexibility to schedule tours based on the community’s availability using the Elise Chat widget. Meet Elise facilitates continuous engagement with prospects by sending follow-ups and reminders throughout the leasing process. While Meet Elise automates many aspects of tour management, property management is required to maintain human oversight. Admin teams should only intervene when necessary, ensuring a smooth prospect experience.
PUI Cares
PUI believes in making an impact in the community and being a socially responsible corporate citizen. PUI Cares has been established for each property to be a valued member of the community in which it resides. PUI has decided to work exclusively with Make a Wish Foundation for all events. Make a Wish Foundation focuses on children in need and donates $0.75 of every dollar received towards the cost of a “wish”. It has the visibility of a large organization, but the ability to resonate on a regional level. The money each site raises goes to the respective regional chapter of the Foundation.
The Property Manager, with close direction from the Regional Manager and PUI Asset Manager, is expected to host, at the minimum, three (3) resident functions to support the efforts of the charity: PUI Cares event in the Fall, PUI Cares Toy Drive at Christmas (Winter), and PUI Cares event in the late Spring/early Summer.
Resident Community Social Events
Per budget, community social events shall be offered such as seasonal events around the holidays and other special events. At a minimum, there should be two (2) holiday events, two (2) seasonal events, and three (3) charity events every year so that there’s at least one event every other month
For the charitable events, the annual property budget should include dollars for Resident Retention Expenses under Account Code 5150 that can be used for the event purposes.
For the charitable events, the annual property budget should include dollars for Resident Retention Expenses under Account Code 5150 that can be used for the event purposes.
Maintenance
Service Requests Maintenance
Service requests must be responded to within 24 hours and completed within 48 hours. Any delays should be communicated to the resident. Follow-up calls should be made weekly to residents who had service requests completed to ensure their satisfaction. Follow-up calls should be noted in the resident’s contact log
Preventative Maintenance
Property Management shall have a preventive maintenance schedule and a log to track work items. Unit by unit inspections must be completed twice a year in Happy Co.
The Building Systems Checklist shall be utilized by both the Property Manager and the Maintenance Supervisor to maintain an up-to-date inspection and certification schedule for all major building systems (i.e., fire alarms, elevators, etc.). The checklist also encompasses other major building safety items that should be reviewed by the community director and maintenance supervisor once a month and signed by the Regional Manager.
Refer to MyHub PMC Training Property Forms & Checklists Monthly Building Systems Checklist. Section 2.7 gives an example of the checklist.
Barbeques
For safety purposes, no barbeque grills or related fuel tanks/cylinders (i.e., propane, camp stoves) of any kind can be stored or operated on patios or balconies. The only exception to this policy would be to comply with existing state laws. Common area barbeques for the use of your residents should be purchased and installed per your budget or as approved by your PUI Asset Manager. Please refer to the PUI Design team for the approved grill spec. These common area barbeques must be cleaned daily of any residue to ensure convenient usage by all residents of your community. PUI Barbeque Guideline signs should be posted for proper resident usage. All barbecues should have 30-minute automatic timers installed. Every property shall purchase a second common area BBQ grates to use when cleaning the BBQs.
Mold Operations & Maintenance (O&M) Manual
All properties are required to have and follow the Mold O&M Manual and the PUI Mold and Mildew Response Guide. Both the Mold O&M Manual and the PUI Mold and Mildew Response Guide can be found in the Property Binder. All new staff must review the Mold O&M Manual and the PUI Mold and Mildew Response Guide as part of their initial training. A once-a-year refresh training/review is mandatory for all staff.
All properties are required to have a Mold Information and Prevention Addendum included in all new lease and renewal packets.
Mold Operations & Maintenance (O&M) Manual
Reporting
Delinquent Rent Collection Guidelines
The essential steps for non-paying residents are as follows:
3) If after the pay or quit/demand notification has expired and the resident fails to pay, we move to the “rent forgiveness” program but also knowing that the UD process is lengthy, pursue the rent forgiveness efforts concurrently with the filing of a UD.
a) This is the next step in the process as we have now exhausted all efforts to help them, or they have no means to pay, etc.
b) This is where it would be better to offer rent forgiveness vs. waiting out a lengthy eviction process.
c) Ideally, the rent forgiveness program is to help people who are truly unable to pay. There may be others who are able to pay but simply do not for unknown reasons.
Delinquent Rent Collection Guidelines
The essential steps for non-paying residents are as follows:
d) The manager should recommend offering rent forgiveness as the goal is to get the unit back and generate revenue. Give residents 30 days to move out and we will completely forgive their debt without court proceedings (no money offered).
e) When the resident is given 30 days to move out the time starts with the initial notice, they received of our rent forgiveness offer.
f) If the rent forgiveness amount is over $10K, the Managing Partner must be involved and approve. i) If AR debt is lower than $10K, the SVP alone can approve.
g) If they accept rent forgiveness, we will stop the UD process (withdraw filing) as well as forgive their rent
Delinquent Rent Collection Guidelines
The essential steps for non-paying residents are as follows:
4) If resident completely declines rent forgiveness offer, and the manager believes they would move out if we provided cash and forgiveness, then request from the Managing Partner approval for a cash for-keys offer of $3,000 (or more).
a) Managing Partner must approve all cash for keys offers. b) Allow residents 30 days to move
Delinquent Rent Collection Guidelines
EVICTIONS
Please proceed with the instructions below:
To move forward with an eviction filing, permission must be granted by the Asset Manager and potentially the SVP and Managing Partner as well. See details below:
Only Asset Managers will need to approve the “normal course of business” eviction filings (e.g., one-month balance, etc.). Note: In the case of an eviction notice needing to be reissued causing a delay and the balance has then increased beyond one month, the Asset Managers alone can still approve up to a max of two months’ rent.
For traditional cases with more than one-month in outstanding AR (up to $10K), asset managers and SVPs will need to sign the eviction checklist and approve. o For any that have balances over $10K, SVPs and Marci Byrne must approve
Delinquent Rent Collection Guidelines
EVICTIONS
Please proceed with the instructions below:
The following is required when requesting to proceed:
Documentation: Fill out and sign the PUI eviction checklist. Explain why the resident did not accept cash for keys if applicable. A determination should be made as to whether the resident has had a job loss, illness, or special circumstance prior to proceeding with the request. If no special circumstances are found, submit an outline of all contact made with the resident to attempt to collect rent or negotiate rent forgiveness to the SVP and Managing Partner.
Delinquent Rent Collection Guidelines
EVICTIONS
Please proceed with the instructions below:
The following is required when requesting to proceed:
This should include dates and attempted resolutions.
The PMC should outline this for the Asset Manager, and the Asset Manager should verify via paper file or electronic file storage in the memo’s section of YARDI. Once contacts and correspondence are verified, send an outline confirming your verification to SVP and Managing Partner for final approval.
The PUI eviction checklist form covers the above requests.
Delinquent Rent Collection Guidelines
EVICTIONS
Please proceed with the instructions below:
Once final approval is received for filing from SVP and Managing Partner, relay permission to file back to PMC in writing. Then, please:
Update Monetary Eviction Tracker “Summary” tab with all required information
Update Monetary Eviction Tracker “Local” tab with the details of the eviction policy for the given state/locality (if needed)
Monetary Evictions Tracker 02 07 2023.xlsx – Should be filled out by the Asset Manager.
Delinquent Rent Collection Guidelines
EVICTIONS
Please proceed with the instructions below:
PMC should then keep Asset Manager up to date with eviction filing dates and subsequent procedures, including when UD is obtained, writ of possession is obtained, or any other documents and court filings per your specific jurisdiction. PMC should also alert if the resident under eviction skips out, PMC should regularly check the unit to ensure possession is regained as quickly as possible.
Update SVP and Managing Partner once the final eviction occurs or if any complications arise from eviction
PUI Annual Awards
Awards Criteria
To recognize performance excellence, PUI created the annual property awards. All PUI properties with sufficient operating history are eligible to win. The Managers of the winning properties will represent the property to claim the award.
Eligibility for award requires property to have been held in portfolio for 12 months during each measured year. Due to varying rent levels, growth shall be measured in percentage of change, not dollars from year to year.
Schedule is on the next page:.
Confidentiality Notice and Acknowledgement
Confidentiality Notice
The information contained in this policies and procedures document, provided by Pacific Urban Investors, is proprietary and confidential. By reviewing this document, you acknowledge and agree to keep this information strictly confidential and not share it with any external parties. Thank you for your understanding and cooperation in maintaining the confidentiality of our organizational policies and procedures.
To officially acknowledge that you have read and understood the policies and procedures, please click on the link below, which will direct you to My Hub, where you can complete the acknowledgement form.
https://pur.myhubintranet.com/Forms/PnP-Acknowledgement-Form