Prereqs

• Units/Properties configured and available
• Charge codes (Rent, Deposit, Application)
• Letter Templates ready: Application, Lease, E‑signature package
• Screening and E‑Payments enabled (if applicable)

Lead → Prospect

1. Create Prospect: Add contact info (name, phone, email, source).
2. Qualify: Notes on pets, move‑in date, income, voucher, parking, etc.
3. Schedule: Showings & follow‑up tasks.
4. Pro tip: Use consistent Lead Source values for reporting.

Application

1. Send Application Link or Enter Application manually.
2. Collect fee (if applicable).
3. Upload Docs: ID, income, vouchers, pet docs.
4. Screening: Run background/credit per policy; record the decision.

Decision outcomes

• Approved → proceed to unit selection
• Conditional → add conditions (e.g., higher deposit, cosigner)
• Denied → document reason (fair housing compliant)

Unit Selection & Reservation

1. Match unit (rent, availability, bedroom/bath, pets).
2. Quote: Rent + prorate + one‑time fees + deposits.
3. Reserve: Mark as Unit Held; collect holding deposit (if policy allows).
4. Prorate tip: Prorate start date = move‑in date; verify rent cycle (monthly/weekly).

Lease Creation

1. Create a Lease from the Prospect Navigator → Click Move in, or Create Lease
   1. Note: To send any lease-related communication—including lease emails, E‑Sign documents, or letters containing details such as lease start date, lease end date, rent amount, and other lease‑specific fields—the Prospect must first be moved into the system as a Tenant.
   2. Lease communications cannot be generated or sent while the individual is still in Prospect status.
   3. “Move In” may appear differently in your system if your company has customized the terminology.
   4. Common alternatives include terms like Create Lease. Move in Prospect, Move in.
   5. *Regardless of the label, this step must be completed before sending any lease‑related email, E‑Sign document, or templated letter.
2. Add Charges: Rent, deposit(s), pet rent/fees, utilities, admin fees.
3. Upload/Add Addenda (pets, parking, HOA, assistance animals, disclosures).
4. E‑Signature Package: Assign recipients & signing order.

Checklist before sending

    ☑ Names & emails correct

    ☑ Dates correct (term, rent cycle, late fee policy)

    ☑ Amounts correct (rent, deposit, pet)

    ☑ Unit & parking/storage listed

    ☑ Community policies attached

E‑Signature

• Send for signature
• Track status (Sent → Viewed → Signed)
• Auto‑file fully executed docs to the lease record

Note: All signers must have valid email addresses. One invalid email address will stop the process, and the document will need to be resent.

Pre–Move‑In Funds

• Collect move‑in monies (deposit + 1st rent + fees)
• Post payment and issue a receipt
• Compliance: Hold deposits in trust until conditions are met (if required)

Move‑In Day

1. Complete Inspection (move‑in condition photos + notes).
2. Deliver Keys/Fobs (suggestion: log serials).
3. Turn on Recurring Charges from the correct start date.
4. Activate Portal (resident login + autopay).
5. Welcome Email with utilities, maintenance, parking, trash, office hours.

Renewal (Quick Path)

• 60–90 days out: Send renewal offer (new rent + term)
• Accept → Generate renewal addendum → E‑sign → Update recurring charges
• Decline → Issue notice to vacate, schedule turn

Fast Troubleshooting

• Can’t send e‑sign: Missing recipient, invalid email, or template role.
• Wrong prorate: Check rent cycle, start date, and duration of lease settings.
• Charges didn’t post: Recurring line start date or lease start mismatch.
• Screening blocked: Applicant DOB/SSN, monthly income, and/or monthly bills missing
• Payment failure: locate the error within the transaction, open payment, click credit cards, and scroll down to view the error message.

Metrics That Matter

• Lead‑to‑Application %, Application‑to‑Approval %, Days Vacant, Average Days to Lease, Concession Cost, Renewal Rate, On‑Time Move‑In %

Quality & Compliance Reminders

• Document all adverse decisions and reasons
• Apply uniform screening & fees.
• Keep signed documents and inspection files with the lease.