Processing Applications Workflow

Trigger: This process is launched when we receive an application.
KPIs: Applications should be processed within 3-5 days of receipt, and ideally within 24 hours.
Notes:
- We are no longer using application processor spreadsheet
- Use the following wiki when screening: https://treaty-oak-property-management-llc.helpscoutdocs.com/article/314-screening-process

Workflow:

LC: Contact/tenant realtor to notify them we’ve received their application. https://treaty-oak-property-management-llc.helpscoutdocs.com/article/314-screening-process
LC: First, look for “automatic denials”. If an application meets the criteria for an "automatic denial", then just deny it and move on. You do not need to loop in the PM for these applications. Before proceeding with an automatic denial, ask yourself: Is a Guarantor possible in this scenario?
- First, look for anything that causes an automatic denial. This prevents us from wasting time processing the application. Automatic denials:
  - Any monies owed to past landlords
  - Credit score under 600 for any or all applicants – immediate denial
  - Applicant didn’t work with an agent. We do NOT process applications if the applicant did not view the property (either in person or via video) with a licensed agent.
  - Criminal history – crimes against a person / place or thing not permitted. Convicted crimes beyond this with 10 years from date are subject to review).
  - Landlord-tenant history – any monies owed or any evictions
  - Bankruptcies
  - No verified income. If applicant has no confirmed income (or offer letter from an employer), then it’s an automatic denial
  - Again, before proceeding with an automatic denial, ask yourself: Is a Guarantor possible in this scenario?
  - https://treaty-oak-property-management-llc.helpscoutdocs.com/article/314-screening-process
LC: If no automatic denial situations arise, then proceed to finalize all other screening items. Pets, income, credit, etc. Petscreening.com must be completed before we proceed with approving applicants. https://treaty-oak-property-management-llc.helpscoutdocs.com/article/314-screening-process
LC: Contact tenant and/or leasing agent to follow up on missing detail daily (rental history, etc). If applicant becomes unresponsive by email, call the applicant, and then call the applicant's agent. Agents want to get paid and in theory should be motivated to hustle things along; they will be on your side and can support you in getting the documents you need. https://treaty-oak-property-management-llc.helpscoutdocs.com/article/314-screening-process
LC: Once all materials + screening requirements are met, send to PM to request approval of the tenant(s) https://treaty-oak-property-management-llc.helpscoutdocs.com/article/314-screening-process
PM: Approve/deny tenants
PM: Notify owner(s) of approved applications
LC:
- If denied:
  - Generate Adverse Action letter(s) and send it to the applicant(s).
    - Always send them individually. NEVER send denials to multiple people at once.
    - Never send denial letters/adverse action to realtors.
    - Never disclose the reason for denial to a realtor. Realtors will ask us; we cannot answer. Advise them to contact their client if they want more info.
    - Never tell "roommates" reasons for another roommate's denial.
    - If a roommate A asks why roommate B was denied, we cannot disclose.
    - Basically, it's legally important to give as little information/communication as possible after sending a denial. Ask the PM if you're not sure about something.
- If approved:
  - Notify the tenants they are approved
  - Move MLS to ‘AU’
  - Launch the 'Preparing a Lease + Tenant Move-in' workflow and proceed to that task list.
  - If tenants then decline the lease, we close out the application in AF and also ensure that the property is ACTIVE again on MLS
LC: If, at any point, the tenant rescinds the application for any reason, then cancel it in Appfolio. Make sure the MLS listing is 'Active'