Source Yes/No/Maybe

Purpose (why we do this):

The Yes/No/Maybe in Source allows our properties to track renewal communication with residents.

Policy (what you're supposed to do):

The Y/N/M needs to be updated each day to report on any communication made to a resident or apartment. Quality follow-ups should be made to your residents using either phone calls, texts, emails, or in-person communication.

Procedure (HRA way!):

For efficient Y/N/M operation, the following should be done:

• Contact all “Unknown” residents first.
• Log detailed notes of the interaction and what your resident tells you.
• Renewal communication is everyone’s job. Divide and conquer with your team.
• Urgently communicate to your residents about signing their renewal offers when they come into the office or are seen around the community, then log in the Y/N/M tracker.
• Do not take “No” for an answer unless they have signed a lease elsewhere or have valid reasons for not renewing.
• As soon as a renewal lease is countersigned, update the resident’s Y/N/M status to “Renewed.”

Below are descriptions for each status in the Y/N/M tracker:

• Renewed – Has signed renewal offer and no longer needs contact.
• Maybe – Is unsure if they will be renewing or not. Continue contacting until they have signed elsewhere.
• No – Resident has signed a lease at another community or will be moving out of town. No longer needs to be contacted about renewing.
  • Please select a “Reason” in the dropdown menu for why they are not renewing.
• Transfer – The resident is transferring to a different apartment at your community. Does not need to be contacted about renewing.
  • Please select a “Reason” in the dropdown menu for why the resident is transferring to a different apartment.
• Pre-Lease – Resident moved in during the offseason and has signed a lease at your community through the following lease-up season. Does not need to be contacted about renewing.
• Unknown – The resident needs to be contacted about renewing their lease.
• Unknown (Contacted) – We have attempted to contact the resident about renewing their lease but have not had successful contact. Continue contacting until they have renewed or signed elsewhere.

Resource:

• Yes/No/Maybe Management Training Video