Handling Inquiries

These are renters looking for information on properties via call-ins, via listing websites such as Zillow, Realtor.com, etc. and agents contacting us directly for information. We'll need to respond to inquiries twice daily. Set aside time at 10 a.m. and 4 p.m. Central Standard Time to reply to all inquiries.

1. Renters message us on Zillow.com, Realtor.com, & through other websites. We receive these messages by email and respond to them by email.
2. Renters call us and leave a voicemail about properties. We receive these voicemails via email. We have to respond by text message.
3. Agents call us and ask questions about properties. We have to text these agents in response.
4. Agents email us to ask questions about properties. We email these agents in response.
5. Agent sometimes ask us questions via our feedback requests from ProAgentSolutions. Please monitor these emails for any questions from agents.

Email inquiries received from the website

• Owner Success Manager responds to the new owners/potential owners/current clients.
• LC will respond to the current tenants, future tenants or leasing agents.
• Maintenance Coordinator will handle maintenance-related requests.

Formatting:

• Hello {{RENTER FIRST NAME}}! Thank you for reaching out on {{PROPERTY ADDRESS}}!

• Hello Jim! Thank you for reaching out on 700 Shade Tree!

Renter Inquiries

For reference, Kelli are agents that we like working with. She does not work for TOP. We just send her leads because she understand how we operate, we like working with her, and it makes leasing easier for everyone.

If a RENTER reaches out and states that they do not want to work with an agent:

Hello {{RENTER FIRST NAME}},

For application consideration, you must view the property in person or via video with a realtor. Your application is subject to cancellation/denial if you have not viewed the property in person or via video with your realtor.

Please let me know if you'd like me to connect you with an agent!

Leasing Agent Inquiries 

• Tell us that they are showing the property on a given date or time
• Asks about our application process
• Asks about list price/any property info
• Asks about any standard lease terms
• Asks if the property is still available
• Asks if we have any applications (Check the rental application page in Appfolio)

• Tell us that they are showing the property on a given date or time
• Asks about our application process
• Asks about list price/any property info
• Asks about any standard lease terms
• Asks if the property is still available
• Asks if we have any applications (Check the rental application page in Appfolio)

Leasing Invoices: If an agent calls in regarding a lease invoice (either asking for payment, asking when payment will be sent, or where to send their W9 & invoice), send them the email below. 

Tenant Asking to Waive Late Fee

Tenant Reaches out to Notify us their rent will be late

If a tenant notifies us that their rent will be late, we just need to acknowledge the communication, advise that if rent is not received by the 5th, they will receive a notice from us reminding them, and to continue to keep us apprised of the situation.

Hi {{NAME}},

Thank you for notifying us. Please note that if rent is not received by the 5th, we'll send you a notice with a reminder + next steps. Note: We are not currently waiving late fees. Please keep us apprised of the situation!

Tenant asks about their lease deposit

Sometimes you may see former tenants asking about their lease deposits. Questions vary.

If they ask something like "why did I only get a partial refund on my security deposit", then forward this to the PM to handle.

It's best to exercise a lot of caution when responding to matters related to a lease deposit, as this has a lot of legal consequences if we do things wrong. Err on the side of caution; ask the PM to support if you're not sure.

When someone reaches about property management services

When An Agent Asks for Executed Lease

If an agent asks for a copy of an executed list, please first confirm that:

1. the lease is fully executed and all monies (security deposit, pet deposits, rent) have been received

2. this agent did actually represent the tenant.

If they are in fact the agent that rep'd the tenant, and the lease is fully executed, you may send them a copy.

Agent or Renter asks if they can apply if they're not currently employed

We may be able to approve applicants if they can show us a bank document showing they have funds to cover 6 months of 6x the monthly rent amount. For example, if rent is $1500, then multiply by 6= $9000, and multiply by 6 again to get $54,000 in savings. If the applicant can show us a document with roughly $54,000 or more, then we may be able to approve them.

Hello {{NAME}},

For applicants with no current employment, we typically need to see 6 months worth of savings at 6x the monthly rental amount. So, we can potentially approve if we receive a bank statement showing ~${{TOTAL AMOUNT REQUIRED}} in savings.

Let us know if you have any other questions! 

When an agent asks if we can reduce the monthly rent

If an agent contacts us asking if we can reduce price, forward this to the PM and ask if the price is acceptable to them. If it's acceptable, notify the agent that:

"Yes, we can do {{REDUCED PRICE}} if the application is approved and no other applicants are better qualified!"

When an agent/applicant/tenant asks if they can sublet

We never allow subletting at our properties.

When an agent who doesn't have a Supra e-key asks us to provide them a combo lockbox code

Do NOT provide the code to the agent. We never provide combo lockbox codes to people we don't know or trust. Notify the PM, and ask if they would like you to coordinate with the FT to have the FT meet the agent to provide them access to the property.

If yes, connect the FT with the agent directly over email to coordinate the showing. The showing must occur 9-4pm Monday thru Friday. The FT will need to arrive at the property, open the lockbox for the agent, provide them the key, and then the FT will take back the key and lock up the lockbox themselves once the showing is complete. 

When an agent has a question you're not sure how to answer

Agents sometimes have odd questions which they'd like us to answer before their clients apply. It's important that we are communicative and accommodating, so that we get applications quickly and lease our properties quickly.

Always be sure to cover every question an agent sends to us. If you're not sure about something, then just ping the PM.

Examples of questions you may not be able to answer:

• "Can my applicants install a Tesla charger in the garage?"
• "Can we remove the water softener?"

If you can't answer a particular question immediately, just let the agent know that you're checking into it and will respond back.

Immediately after you do that, please add a task in Basecamp to remind you to follow up. 

When you receive a 'Premier Realty Services' Invoice (SignOtter)

This is just an invoice from SignOtter. You don't need to do anything with these emails, just ignore them.

An agent notifies us of a pest control issue

Examples: agent tells us a house has rats, or has wasps/bees/yellow jackets/hornets on a vacant property. Pest control is a TOPM responsibility with a property is vacant.

Redirect this email to the Maintenance Coordinator. They will create a work order to fix it.

When you receive a 'Compensation Agreement between Brokers'

Occasionally, a broker/agent will send us a DocuSign request for a 'Compensation Agreement between Brokers'. It looks like the document below. You first need to check the details are correct:

• Review the broker information to confirm it is correct.
• Make sure the PM's name is correctly input in the 'Signatures' section.
• MOST IMPORTANTLY: Check that section 5.A.2 is checked and the field reads 30%. We only pay 30% of one month's rent. In the example below, the other broker incorrectly entered 100%.
• Please also check to make sure that section 5.A.1 (Sale) is totally blank.
• If any details on the document are incorrect, then do NOT forward it to the PM. Contact the other broker who sent this and ask them to correct the document. Itemize any changes the other broker needs to make. For example:
  • Please update 'Lease compensation' section to 30% of one full month's rent.
  • Please leave 5.A.1 (Sale) blank.
  • Please correct {{ANY OTHER INCORRECT DETAILS}}
• If everything looks good, then forward the email to the PM so they can sign it.
• If you ever have a question about the fields that are filled out - send it to the PM to confirm.

Vendors requesting to be added to our vendor list

Key missing in lockbox

Water shutoff

Corporate Leasing Inquiries

Someone wants to have us manage their property/become a client

If someone has a property they want us to manage, or has questions about our services, forward the email to the Owner Success Manager. They will handle it.

E-Mail Template for corporate leasing:

Section 8 Vouchers inquiries:

Q: What are section 8 vouchers?

Just a quick overview—Section 8 is a government program that provides housing assistance to eligible low-income individuals and families through a voucher system. These vouchers help cover a portion of the rent, and the tenant is responsible for the remainder.

When we're asked whether we accept Section 8 vouchers, our response should always be based on the income requirements outlined in our application criteria. Internal knowledge: We don’t deny applicants based on voucher use, but we do require that all applicants meet the same income qualifications and screening standards.

Templated email for section 8 inquiries:

Templated email for agent inquiries who have client's situations:

Templated email for agent inquiries who have client's equipment installation queries:

Templated email for agent inquiries who have client's Lawn/yard queries:

Templated email for agent inquiries who pest control queries:

Hello {{NAME}},

My apologies but we do not allow animals over 35lbs. Here is an overview of our policy on animals:

ANIMALS

• IMPORTANT: If you/your client has a pet, Emotional Support Animal or Service Animal they will also have to apply at PetScreening.com Please use this link to apply at Petscreening.com, which has a unique identifier attached to our account.
• Cats and dogs are the only pets allowed. No animals over 35 lbs. Pets must be older than 1 year. No ferrets, birds, rodents, amphibians or reptiles.
• No aggressive breeds. Aggressive breeds are included but not limited to: Pit Bull, American Bull Dog, Staffordshire Terrier, Rottweiler, Bull Terrier, Chow Chow, Doberman, Wolf Hybrid, Mastiff, English Bull Terrier, Akita, Presa Canario, Bernese, Malamute, Anotolian Shepherds, German Shepherds, Husky, any dog with a biting history and any mixed breed with any of those in this list.
• Unauthorized pets will be subject to an initial $1000 fee & $100/day thereafter until removed.
• If pets are approved, there is a $500(per pet) deposit.
• If you apply with no pets, none will be allowed later.

Please let me know if you have any further questions!

Current Tenant asks about HOA

There are a number of scenarios where a current tenant may ask about HOA. Sometimes this involves renewing their access to community amenities, as in the example below:

"The longest we can delay the lease commencement date is 2 weeks max, although the lease must be signed within 24 hours after approval and deposit also paid within 24 hours after approval."

Now that we have entered the 2nd half of the calendar year, all leases must expire on the last day of Mar/Apr/May/June 2027{X}. Sorry for the confusion.

Landlord Interested In Services via Grasshopper

When we receive an email from Grasshopper, and it's noted 'Extension: 2 - Landlord Interested in Services', you do not need to take action. The OSM automatically receives these emails, and they will call the landlord.

IMPORTANT: Sometimes landlords use the wrong extension. If a landlord calls asking about services, and does NOT use "Extension: 2 - Landlord Interested in Services", then please forward it to the OSM.

If you alternatively receive a 'WEBFLOW' email and it looks like a landlord is interested in services, then please forward it to the OSM.

When you receive a maintenance request

If a tenant reaches out with a maintenance request (especially if it is an emergency situation like the one below), forward it to the Maintenance Coordinator. They will process the work order and notify the tenant.

When you receive a spam email

If you receive a 'Webflow' email that clearly looks like spam (example below), forward it to form-spam-reports@support.webflow.com

When you receive weird situation you're not sure how to deal with

Below is a great example. This guy called in saying his tenant is receiving notifications from us, but we don't manage the property. In this case, it's best to just call/text them, ask them for more information (screenshots of the communication they're receiving for example), and just investigate the situation. You are authorized to call/text to help resolve these situations. We generally want to try to handle unique situations without the PM's support, but if you're totally confused and not sure what to do, then please contact the PM.