Manager Resources
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Disputes & Communication
Internal Communication Matrix
| Property Manager | ||
| Internal Administrative Communication Matrix | ||
| ***Do NOT forward internal communications to external parties (i.e. Owners, Tenants, Vendors, etc.). Information can be copied and pasted into their separate email. ***To reduce volume of emails, do not cc those without the category of your email subject listed under them. |
||
| Subject | Description | |
| [email protected] | After hours assistance | Office assistance outside regular hours (i.e. weekends) *text if urgent* |
| Vendor updates | Update contact info, vendor agreements, signatures, W-9 forms, etc. | |
| Work order & vendor billing disputes | Incorrect vendor or property billed for work order, amount or work completed incorrect | |
| Job estimates | Estimates inquiries, coordinating PMs & vendors, approvals or adjustments | |
| Owner changes | New owners take over existing property, all applicable details, tax info | |
| Portal troubleshooting | Owner or tenant unable to get into Portal, general issues | |
| Tenant only charges | Charges assessed on owner accounts that are the tenant’s responsibility and need to be edited as such | |
| Property/tenant accounting edits | Removing tenant insurance details, removing or adding charges on tenant ledger | |
| LMR, apply credits | Giving tenant credits on ledgers or applying Last Month’s Rent | |
| SD mail processing | Mailing of refunds & extension letters | |
| Leasing/application troubleshooting | Help with sending addendums, roommate add-on, tenant transfers w/in property | |
| Subsidy Housing | Inquiries, company information for subsidy, helping Manger with housing agent & forms | |
| Utility questions | Issues that cannot be resolved with utility company &/or account details | |
| Application troubleshooting | Application fee reimbursements, general issues | |
| [email protected] | Appliance ordering and status | New and/or replacement appliance orders and updates on delivery |
| General property supply requests | Supplies needed for property (unrelated to maintenance) | |
| Bills and account balances | Updates on outstanding unpaid bills | |
| Invoices to be paid | External vendor invoices (plumber, electrician, cleaner, etc.) | |
| Rental verification requests | Requests from other owners or management companies regarding previous DPM tenant details | |
| Zillow listing troubleshooting | Listings not active on Zillow, but submitted in AppFolio, general issues | |
| Account access | Issues with AppFolio or DPM email | |
| [email protected] | All legal related questions | Questions, advice, guidance |
| Notices, letters, documents needed NOT already on manager resource webpage | ||
| Attorney engagement | ||
| [email protected] | Grievances and disputes | Internal complaints and disputes |
| Tempus: [email protected] & cc [email protected] |
Work Order status | Update on outstanding Work Order *do NOT cc: the owner or tenant* |
| Turnovers | Turnover checklist, updates on move in dates, external vendors needed | |
| Emergencies | Response to maintenance emergencies *be sure to receive confirmation from Tempus before considering it passed on* | |
| [email protected] | Negative reviews | Negative reviews, info regarding details |
| Unwanted leads | Unwanted leads and inquiries that require a response from the office | |
| Onboarding | Onboarding process of Vendors and New Hires to the team | |
| Tempus disputes | Disputes on bills, work, techs, etc. | |
| IT | Clearing/adding of hard drive memory, software installs or issues, etc. | |
| Contracts/agreements | Overseeing and reviewing of creation, edits, and updates of agreements | |
| [email protected] | High-level accounting | Adjustments, commissions, billing assignments, splits |
| Proposals | Final review of drafted proposals for Owners | |
| Attorney level legal issues | Overseeing/taking over of legal issues once attorney is necessary | |
| HR issues | Employment/1099 hiring, commissions, etc. | |
| Contracts/agreements | Initiating the creation, edits, and updates of agreements and final review | |
| Onsite Manager | ||
| Internal Administrative Communication Matrix | ||
| Subject | Example | |
| [email protected] | Utility questions | Issues that cannot be resolved with utility company &/or account details |
| LMR, apply credits | Giving tenant credits on ledgers or applying Last Month’s Rent | |
| Property/tenant accounting edits | Removing tenant insurance details, removing or adding charges on tenant ledger | |
| Work order & vendor billing disputes | Incorrect vendor or property billed for work order, amount or work completed incorrect | |
| Owner changes | New owners take over existing property, all applicable details, tax info | |
| Tenant only charges | Charges assessed on owner accounts that are the tenant’s responsibility and need to be edited as such | |
| [email protected] | Appliance ordering and status | New and/or replacement appliance orders and updates on delivery |
| General property supply requests | Supplies needed for property (unrelated to maintenance) | |
| Bills and account balances | Updates on outstanding unpaid bills | |
| Invoices to be paid | External vendor invoices (plumber, electrician, cleaner, etc.) | |
| Rental verification requests | Requests from other owners or management companies regarding previous DPM tenant details | |
| Account access | Issues with AppFolio or DPM email | |
| Tempus: [email protected] & cc [email protected] |
Work Order status | Update on outstanding Work Order *do NOT cc: the owner or tenant* |
| Turnovers | Turnover checklist, updates on move in dates, external vendors needed | |
| Emergencies | Response to maintenance emergencies *be sure to receive confirmation from Tempus before considering it passed on* | |
| [email protected] | Grievances and disputes | Internal complaints and disputes |
Application
Utilities
Utilities Information
- Everett Public Utilities
- Needs to be started via telephone call by the personal who will be responsible for paying the bill: (425) 257-8999
- Issaquah Water, Sewer
- Le May
- Needs to be started via telephone call by the personal who will be responsible for paying the bill: (253) 537-8687
- Submit form information here
Or the resident has to set it up by calling: (253) 502-8600
Lease Addendum Verbiage
Last Month’s Rent
Copy & paste when needed into lease:
Last Month’s Rent
In addition to any other pre-payment, deposits, and move-in fees outlined in this Lease Agreement, Tenant(s) have made a prepayment of last month’s rent of $________ ($0.00 if not filled in), which shall be held in the same account as tenant’s security deposit (if any). This prepayment of Rent shall only be applied to the final month of tenancy and shall not be applied unless all tenants covered under this lease have vacated, have agreed to vacate the property, or have been served with a notice to terminate tenancy at the end of the rental period. This prepayment is forfeited in the event Tenant(s) terminates this agreement prior to the initial term of the tenancy or tenant is subject to eviction proceedings. Tenant(s) are required to pay any difference between the prepayment and the actual last month’s rent if rent has increased before the last month of tenancy.
Non-Refundable Move-In Fee
Copy & paste when needed into lease:
In addition to the above Security Deposit, Tenant(s) agree to pay the sum of two hundred dollars ($200.00) as a non-refundable fee. Tenant(s) understand this non-refundable move in fee will be forfeited if Tenant(s) sign lease and do not move into the said property but is not limited to this amount as provided by law. This fee does not cover any other costs and is a one time fee to move in and is non-refundable, non-negotiable.
Terms of MTM Lease
Copy & paste when needed into lease:
Terms of Lease with MTM:
A lease for a term beginning –insert field “Lease Start Date”– and ending –insert field “Lease End Date”–.
Upon expiration of the above-stated initial term of lease, this agreement shall revert to a month-to-month tenancy on the same terms and conditions as this agreement except as may be amended by Landlord upon thirty (30) or sixty (60) days’ written notice as allowed by law. Unless either party, at least twenty (20) days prior to the end date of the lease, shall give written notice to terminate the tenancy.
There are no mid-month or prorated move outs.
All funds due, including rent and security deposit, must be paid in full prior to move in or possession of the property. Tenant(s) failure to do this will result in a lease violation and additional late fees and not be allowed to move in till paid in full.
Renewal
Rent Comparison Worksheets
Administrative
Security Deposit Return
Proposals
Current Owner Forms & Letters
Tenant Notices & Forms
New Tenant Forms
Maintenance
Work Order Response Times table
| Category | Sub-Category | Business Timing | Legal Timing |
| Emergency | Immediately | Immediately | |
| Broken Door Locks/Jams | Deprives tenant of security to their property or unit | Immediately | Immediately |
| Fire | Immediately | Immediately | |
| Water (emergency) | Deprives the tenant of hot or cold water | 24 Hours | 24 Hours |
| Unit not having access to a functioning toilet | 24 Hours | 24 Hours | |
| Water (non-emergency) | Deprives tenant of a major plumbing fixture supplied by the landlord | 24 Hours | 72 Hours |
| Security | 24 Hours | 10 Days | |
| Refrigerator | 24 Hours | 72 Hours | |
| Windows | Shattered untempered glass or the inability to close to the outside | 24 Hours | 24 Hours |
| Heating | 24 Hours | 24 Hours | |
| Electrical | Severly limited power, exposed wires or fire hazards | 24 Hours | 24 Hours |
| Electric boilers | 24 Hours | 24 Hours | |
| Non functioning electric sockets | 5 Days | 10 Days | |
| Roof | 48 Hours | 10 days | |
| Garbage Disposal | 72 Hours | 10 Days | |
| Stove/Oven | 72 Hours | 72 Hours | |
| Pest Control | 5 Days | 10 Days | |
| All other | 5 Days | 10 Days | |
| Air Conditioning | 5 Days | 10 Days | |
| Flooring/Carpet | 5 Days | 10 Days | |
| Fencing | 5 Days | 10 Days | |
| Landscaping | 5 Days | 10 Days |