Application Screening Process

Purpose

A single, end‑to‑end procedure for screening, approving, or denying lease applications for all properties managed by Treaty Oak.

Processing SLA: Target decision within 3‑5 business days of application fee payment.

Applications must always be processed with a very high sense of urgency. Apps should never sit in the app page for more than 7 days. We tell the public 3-5 business days as a rule of thumb, but a truly complete app can be processed in one day or less if the applicant had a mortgage or if the past landlord is responsive.

Amount of time we allow for these apps to sit and follow up / wait for responses from applicants/landlords: 3 business days max. You should be routinely and proactively following up daily with landlord/applicant/agent for missing items

The following wiki describes the general workflow of the lease application process: https://secure.helpscout.net/docs/682c98b85b07a90ce479dbc9/article/688d0d5f89885431534b1221/

Table of Contents

1. Guiding Principles & Approval / Denial Criteria

   
   
   

2. End‑to‑End Process Flow (Quick View)

   
   
   

3. Detailed Workflow (Step‑by‑Step)

   Step 1 – Intake & Acknowledgement

   Step 2 – Pre‑Screen Triage

   Step 3 – Full Screening

   Step 3A – Special Scenarios & Edge Cases

   Step 4 – Group Applications

   Step 5 – Decision & Documentation

   Step 6 – Post‑Decision Tasks

4. Communication Templates (Quick Reference)

5. Appendices & Resources (Full Template Library, Checklists, Forms)

   5.A Verification Checklists

   5.B Manual Credit Workflow

   5.C Income Calculator & Examples

   5.D Rental Verification Form

   5.E Email Template Library (full text)

   5.F Cancellation & Refund Steps

   5.G Training Links & Loom Index

6. Approved Back-up Applicants

1  Guiding Principles & Approval / Denial Criteria

1.1 Fair Housing & Best‑Qualified Standard

• We process applications in the order they are 100% complete.

  
  
  
• All applicants are measured against identical standards; the first fully‑qualified group is approved.
• For reference, our application & approval process is described here. Applicants must read this prior to sending an application: https://www.treatyoakproperties.com/application-approval-process
• It’s extremely important to abide by Fair Housing Laws. Read the ‘Fair Housing Laws’ wiki below to make sure you are clear on how to proceed without violating Fair Housing Laws. If you’re not sure about a particular situation, please contact the PM. They will be happy to support. Fair Housing Laws: https://treaty-oak-property-management-llc.helpscoutdocs.com/article/282-fair-housing-laws

• The PM only needs to be emailed when you are requesting their approval to execute a lease. They do not need to be CC’ed on any other email during this process, unless there is some special case that you need their support for.

  
  
  

1.2 Approval Matrix

• First, we need to look for anything that causes an automatic denial. Searching for “automatic denial” scenarios prevents you from spending time on the rest of the process. 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?
  • See the list below of “autodenails” and focus first on finding out if there’s a reason to automatically deny this person.
    • Any monies owed to past landlords
    • 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. 
    • Credit score under 600 for any or all applicants
    • 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 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?
• If there is not a reason to automatically deny them, then proceed to run the application. 

1.3 Immediate Denial Triggers (Red Flags)

• Money owed to any landlord or property manager.

  
  
  

• Credit score < 620 for any applicant.

  
  
  

• Felony conviction involving violence or property within last 10 years.

  
  
  

• Registered sex offender.

  
  
  

• Prior eviction / ejection judgment.

  
  
  

• Bankruptcy or foreclosure within 7 years plus a credit score < 650.

  
  
  

• Fraudulent documents or false information.

  
  
  

1.4 Conditional Approval Tools

• Double Deposit (standard = 1 × rent; conditional = 2 × rent).

  
  
  

• Guarantor – 7 × rent income, 650+ credit, same documentation.

  
  
  

• Shorter lease term or higher rent (case‑by‑case, requires owner sign‑off).

  
  
  

2  End‑to‑End Process Flow (Quick View)

1️⃣ Application Received

2️⃣ Acknowledge & Fee Check

3️⃣ Pre‑Screen Triage

4️⃣ Full Screening (credit, income, rental, pets, background)

5️⃣ Decision (approve / conditional / deny)

6️⃣ Notify Applicant & Agent

7️⃣ Collect Deposit & Sign Lease

8️⃣ Update Systems (AppFolio / MLS / Sheets)

9️⃣ Archive & Close

3  Detailed Workflow

Step 1 – Intake & Acknowledgement

1. AppFolio → Leasing → Rental Applications.

   
   
   

2. For each new application:

   * Confirm application fee shows Paid. If not, hold processing and send Template IN‑5 (Fee Reminder).

   * Verify requested move‑in date ≤ 14 days from anticipated approval. If > 14 days, send Template MI‑1.

   * Verify property has been viewed (in‑person or live video). If not, send Template VIEW‑1 and pause processing.

   * Quick‑scan for missing: valid ID, income docs, PetScreening, co‑applicant(s). Send relevant IN‑series templates.

   
   
   

3. Send acknowledgement emails:

   * AE‑1 to applicant(s) (cc all co‑apps).

   * AE‑2 to leasing agent (if one is listed in Questions section)

1. If applicant needs to send additional documents after portal submission, send Template UPLOAD‑1 with secure‑link instructions.

   
   
   

2. Systems & Access Note: All log‑ins (AppFolio, PetScreening, MLS, Sheets) are stored on the shared “Important Info” sheet available to every employee.** All log‑ins (AppFolio, PetScreening, MLS, Sheets) are stored on the shared “Important Info” sheet available to every employee.

   
   
   

Step 2 – Pre‑Screen Triage

• Group obvious roommate applications (see §3.4).

  
  
  

• Flag owner‑approval items: repairs, cleaning, extended move‑in. Create AppFolio task for Portfolio Mgr.

  
  
  

• Verify dependents: request DOBs; anyone ≥ 18 must apply (Template DEP‑1).

  
  
  

Step 3 – Full Screening

The Leasing Coordinator (LC) must clear all six buckets below before submitting a file to the Property Manager (PM).

Quick Examples & Tips

• Income Math – Rent $2,200 → Household must show $7,700 mo gross. Two roommates must each earn $5,500 mo.

  
  
  

• Manual Credit – Send template IN‑4 + attach screening; applicant contacts AppFolio to lift freezes or correct data; LC re‑screens when resolved.

  
  
  

• Self‑Employment – Confirm business website or invoices; use AGI Line 11 on 1040.

  
  
  

• Military – Verify "End of Active Service" extends ≥ 6 mo beyond lease end.

  
  
  

• Remote Work – Acceptable if written HR confirmation explicitly states remote from Texas is allowed.

  
  
  

Documentation Rule: Log every verification outcome (credit score, income multiple, rental feedback, pet status, move‑in date) in AppFolio → Notes before forwarding the packet to the PM.

Step 3A – Special Scenarios & Edge Cases

• Guarantor Only for students or income‑deficient applicants. One guarantor per lease; 7 × rent income; same documentation.

  
  
  

• Roommate Swaps at Renewal – $250 admin fee + $75 application fee per new roommate; full screening required.

  
  
  

• Add a Roommate Mid‑Lease (Owner Approved Exception) – Send Template ADDRM‑1; collect fees and screen.

  
  
  

• Renewal Lease Adjustment Screening – Confirm $250 lease‑adjustment fee paid before screening.

  
  
  

• Application Cancellation / Refund – Follow Appendix 6.F; if property becomes unavailable, notify applicants using Template NOAVA‑1.

  
  
  
• Property Change – Edit property on applicant profile via pencil icon.

• Previous Landlord won’t respond by email - Voicemails are not acceptable. The landlord verification can come through Appfolio only. If the property manager does not provide the rental verification, we can request the lease contract and the tenant ledger from the applicant. If that is not provided, then we can deny the applicant.

  
  
  

Step 4 – Group Applications (Roommates) – Group Applications (Roommates)

Note: This should only be completed when it is clear several individuals are applying as a group. 

1. Open one application → Group with another application.

   
   
   

2. Select all co‑apps → Confirm.

   
   
   

3. Combined income must meet criteria (2.5 × each) and other standards.

   
   
   

Step 5 – Decision & Documentation

Authority Model

• Leasing Coordinator (LC): Performs screening and may auto‑deny any application hitting the Immediate Denial Triggers (§1.3).

  
  
  

• Property Manager (PM): Final approver on all approvals and conditional approvals. LC must submit all files recommended for approval and any borderline cases to the PM for sign‑off.

  
  
  

Double Deposit Timing

The double deposit is collected at lease signing together with first month’s rent. Lease is not executed until both payments are received and cleared.

Tie‑Breaker Situations

If two fully qualified groups apply within the same window, LC submits both files to PM for owner preference decision.

Move‑In Date Exceptions

Any request to push move‑in beyond 14 days must be escalated to PM for owner approval.

Guarantor Mechanics

****************Pending clarification from Adrienne – see Outstanding Questions in §7.

Step 6 – Post‑Decision Tasks

1. Systems Update

   * AppFolio: Approved → Move‑In; Denied → Archived.

   * MLS: Active → AUC (when approved) → Pending (lease fully signed) → Leased (tenant move‑in).

   
   
   

2. Google Sheets

   * Application Processor Sheet – add line & status.

   * Lease Commission Sheet – schedule commission payment.

   
   
   

3. Agent Commission Collection

   * If agent invoice & W‑9 not yet received, send Template INV‑1.

   
   
   

4. Calendar Reminder – Set lease‑start reminder to confirm rent & utilities.

   
   
   

5. Archive – Ensure all docs, notes, and email threads are attached to the AppFolio applicant record.d.

   * MLS: Active → AUC (when approved) → Pending (lease fully signed) → Leased (tenant move‑in).

   
   
   
   

4  Communication Templates (Quick Reference)

(See Appendix E for full text)

5  Appendices & Resources

5.A Verification Checklists — (one‑page printable)

5.B Manual Credit Score Workflow — (N/A score script)

5.C Income Calculator & Examples

5.D Rental Verification Form (PDF + email copy)

5.E Email Template Library (Full Text Below)

5.F Cancellation & Refund Steps

5.G Training Links & Loom Video Index

5.E Email Template Library (Full Text) Email Template Library (FULL TEXT)

Pro‑tip: Copy‑paste directly from here or use AppFolio snippets. Replace bracketed placeholders.

AE‑1 — Application Received (Applicant)

https://treaty-oak-property-management-llc.helpscoutdocs.com/article/363-application-received-templates

AE‑2 — Application Received (Agent)

https://treaty-oak-property-management-llc.helpscoutdocs.com/article/363-application-received-templates

IN‑1 — Request Missing Co‑Applicant

Subject: {{PROPERTY ADDRESS}} – Missing Application

Hi {{APPLICANT}},

We haven’t received {{CO‑APPLICANT NAME}}’s application yet. We can’t process your file until all co‑applicants apply. Could you let us know when to expect their submission?

Thank you!

IN‑2 — Request Acceptable Proof of Income

Subject: {{PROPERTY ADDRESS}} – Additional Proof of Income Needed

Hi {{APPLICANT}},

Thanks for applying for {{PROPERTY ADDRESS}}. We received {{TYPE OF DOCUMENT}} as income proof, but we can only accept:

1. Two most recent paystubs (current job to continue in Austin)

2. A signed offer letter for a job in Austin (salary, start date, HR contact)

3. Last year’s full tax return (self‑employed)

Please email one of these documents in PDF at your earliest convenience.

Thanks!

IN‑3 — Request Landlord Contact

Subject: {{PROPERTY ADDRESS}} – Need Updated Landlord Contact

Hi {{APPLICANT}},

The email for your current/previous landlord bounced back. Could you provide a valid email and phone number so we can verify rental history?

Thank you!

IN‑4 — Manual Credit Re‑Screen

Subject: {{PROPERTY ADDRESS}} – Follow‑Up on Your Credit Report

Hi {{APPLICANT}},

Your screening returned "No Record Found with Experian," which requires a manual review. Common reasons include:

• No established credit history

• Credit freeze in place

• Mismatch between your info and Experian’s records

Please confirm whether you have a freeze and verify your legal name, DOB, and SSN. AppFolio (866‑359‑3630, screening.consumer.relations@appfolio.com) can help.

Once resolved, let us know to re‑run your screening.

Thanks!

IN‑5 — Application Fee Not Paid

Subject: Action Needed – Application Fee for {{PROPERTY ADDRESS}}

Hi {{APPLICANT}},

We can’t process your application without the $75 application fee. Log back into the portal to submit payment. Let me know once complete and we’ll move forward!

Thank you.

MI‑1 — Move‑In Date Clarification (> 14 Days)

Subject: {{PROPERTY ADDRESS}} – Move‑In Date Requirement

Hi {{APPLICANT}},

Our approval process requires the lease commencement date within two weeks of approval. Your requested move‑in of {{Date}} exceeds this window. Are you flexible to start sooner? Let me know so we can proceed. The first month’s rent will be prorated according to the start date. 

Best,

RH‑1 — Rental Verification Request (Landlord)

Subject: Rental History Verification – {{APPLICANT FULL NAME}}

Hi {{LANDLORD NAME}},

Your former tenant, {{APPLICANT}}, applied to lease one of our properties. Could you confirm:

• Any more than one late payment in last 12 months?

• Any NSF payments?

• Lease violations, evictions, or balance owed?

A brief reply is appreciated. Thanks for your help!

RH‑2 — Rental Verification Follow‑Up (to Applicant)

Subject: Follow‑Up on Rental Verification – {{PROPERTY ADDRESS}}

Hi {{APPLICANT}},

We’re awaiting rental verification from your landlord. Could you nudge them to complete the form? This will keep your application moving.

Thanks!

RH‑3 — Request Tenant Ledger (Day 3)

Subject: Tenant Ledger Request – {{Previous Address}}

Hi {{APPLICANT}},

Since your previous landlord hasn’t provided verification, please send us a tenant ledger for {{PROPERTY}} as an alternative.

Thank you!

PET‑1 — PetScreening Link

Subject: Pet Screening Needed – {{PROPERTY ADDRESS}}

Hi {{APPLICANT}},

Please complete pet/ESA screening at our link:

https://treatyoakproperties.petscreening.com

Cats & dogs only, ≥1 yr, ≤35 lb; no aggressive breeds. ESA/Service animals are exempt from breed restrictions.

Thank you!

EMP‑2 — Employment Clarification / Remote

Subject: Employment Verification – {{PROPERTY ADDRESS}}

Hi {{APPLICANT}},

To verify employment, could you provide:

• Offer letter (income, start date, HR contact) **or**

• Confirmation that your current employer allows remote work from Austin (HR contact).

Thank you!

DEP‑1 — Dependent Details

Subject: Dependent Information – {{PROPERTY ADDRESS}}

Hi {{APPLICANT}},

Please provide the following for {{DEPENDENT NAME}}:

• Full Name

• Date of Birth

• Relation to Applicant

Note: Anyone 18 + must submit a separate application.

Thanks!

AP‑TEN — Approval (Tenant)

Use this template: https://secure.helpscout.net/docs/682c98b85b07a90ce479dbc9/article/682cbc20e3072f3f539294f9/

AP‑AGT — Approval (Agent)

Subject: Your Clients Have Been Approved! – {{PROPERTY ADDRESS}}

Hi {{AGENT NAME}},

Just a heads‑up: {{Tenant Names}} are approved for {{PROPERTY}}! We’ll handle lease & funds directly with them. Please email your invoice & W‑9 at your convenience.

Thanks for your partnership!

AP‑CON — Conditional Approval (Double Deposit or Guarantor)

Subject: Conditional Approval – Action Required for {{PROPERTY ADDRESS}}

Hi {{APPLICANT}},

Great news—you’re conditionally approved! To finalize:

• Provide a **double security deposit** of ${{Amount}} **OR**

• Secure a qualified guarantor (income ≥7 × rent, 650+ credit). Guarantor must apply within 48 hours.

Please reply with your choice so we can prepare the lease.

DEN‑TEN — Denial (Applicant)

When denying applicants who were simply not qualified:

https://treaty-oak-property-management-llc.helpscoutdocs.com/article/366-denying-applications?preview=68f14f924659441b3b9f362f

When denying applicants with strong applications, but you simply approved the strongest application:

https://treaty-oak-property-management-llc.helpscoutdocs.com/article/364-non-best-qualified-app-denial-template

DEN‑AGT — Denial Inquiry (Agent)

If an agent asks why their client's application was denied, use the following template.

Subject: Application Privacy Compliance – {{PROPERTY ADDRESS}}

Hi {{AGENT NAME}},

For privacy reasons, we can’t share specific denial details. Your client received an adverse action letter explaining next steps. Have them reach out directly with any questions.

Thank you for understanding.

PM‑SUB — File Submission to Property Manager

https://treaty-oak-property-management-llc.helpscoutdocs.com/article/365-application-approval-request-template

GUA‑1 — Suggest Guarantor

Subject: Guarantor Option – {{PROPERTY ADDRESS}}

Hi {{APPLICANT}},

Your income documents don’t meet our 3.5 × rent threshold. You may still qualify with a guarantor earning 7 × rent, 650+ credit. Guarantor must provide paystubs or last year’s tax return.

Let us know if you’d like to proceed.

MISC TEMPLATES/REFUND POLICY

REF-1 - Tenant requests a refund of their application fee

Internal Notes: App fees are non-refundable. We never refund fees if an applicant is denied. We never refund fees if someone just changes their mind (i.e. if an applicant reads the lease terms, doesn't like them, and then changes their mind, we will not refund).

The only situations where we refund are:

1. we made a mistake when screening them. We may refund in this case, but the PM must approve the refund
2. The property has already been leased/applicant approved by the time we received an application. If you approve an applicant, and then receive more applications, then you may refund the additional applications. This does not apply to any applications received prior to approving an applicant.

Template: 

Hi {APPLICANT}},

Regarding the application fee, unfortunately, it is non-refundable per our policy, as the fee helps cover the cost of processing the application. We apologize for any inconvenience this may cause. We appreciate your understanding.

Back-Up Approved Applicants

Overview

When a backup applicant meets all criteria but is not selected for a specific property, it is important to maintain professionalism and provide a positive experience by offering a path forward.

✅ Standard Procedure for Back-Up Applicants

When a backup applicant is qualified but not selected, follow these steps:

1. Thank the Applicant

   Acknowledge and appreciate their interest in the property and the effort they put into applying.

2. Inform Them of the Decision

   Politely let them know that we have moved forward with another applicant for the property.

3. Offer to Transfer Their Application

   Let them know they are welcome to transfer their application to another available property at no additional cost.

4. Action Item for the Applicant

   Clearly state that if they are interested in another property, they will need to have their agent schedule a showing of that property.

📝 Sample Communication Template

Thank you so much for your interest in [Property Address]. At this time, we have moved forward with another applicant for this home.

However, we’d be happy to transfer your approved application to any of our other available properties at no additional cost.

If you're interested in another property, please have your agent schedule a showing, and we can proceed from there.

Thanks again for your interest!

Notes

• Always maintain professionalism and a positive tone.
• This approach ensures we retain strong applicants and support faster leasing of other properties.
• Keeping approved backups engaged may reduce overall vacancy time.

NOAVA‑1 Property no longer available / refund

✅ How to Refund an Application Fee in AppFolio

1. Notify the Applicant

Send the applicant a message letting them know the property is no longer available and that their application fee will be refunded.

Subject: Refund Notification – Property No Longer Available

Email Template:

Hi [Applicant's Name],

Thank you for your interest in [Property Address].

Unfortunately, the property is no longer available, and as a result, we will be issuing a full refund of your application fee. We understand this may be disappointing and sincerely apologize for any inconvenience.

The refund is currently being processed. If you have any questions or would like assistance finding another available property, we’d be happy to help.

Thank you again for your understanding.

Best regards,

[Your Name]

2. Log In to AppFolio

• Navigate to the Leasing or Prospects section (depending on how your AppFolio is configured).
• Locate the applicant’s name or the application record for the property.

3. Locate the Application Fee

• Click into the applicant’s Application Profile.
• Under the Charges or Transactions section, find the Application Fee entry.

4. Process the Refund

• Click the “Refund” button next to the Application Fee charge.
• Click to complete the refund process.

⚠️ Note: If the fee was paid via credit/debit card, the refund will usually go back to that same card automatically.