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1 2018 © AppFolio, Inc.@AppFolio #AppFolioChat
2 2018 © AppFolio, Inc.
Risky Business: How to Manage Risk and Improve Debt Recovery
in Property Management
Laurie Lowe - Manager, Value Added Services, AppFolio
Kirsten Rowland - Manager, Value Added Services, AppFolio
3 2018 © AppFolio, Inc.
4 2018 © AppFolio, Inc.
• Property management and accounting
• Online rent collection (free)
• Prospect / guest card tracking
• Vacancy Marketing
• Websites
• Online applications & leases
• Resident Screening
• Mobile Inspections
… So You Run A More Successful Business
Web-Based Property Management Software
@AppFolio #AppFolioChat
AppFolio
5 2018 © AppFolio, Inc.
Meet Today’s Presenters
Laurie LoweManager, Value Added Services
Kirsten RowlandManager, Value Added Services
6 2018 © AppFolio, Inc.
“A clever person
solves a problem.
A wise person
avoids it.”
~ Albert Einstein
7 2018 © AppFolio, Inc.
Managing Risk: Best Practices
✓ Strict applicant screening policies
✓ Data collection and management
✓ Tactics to protect your properties
✓ Ways to improve your debt recovery
8 2018 © AppFolio, Inc.
Strict Tenant Screening Policies
9 2018 © AppFolio, Inc.
Adhere to Internal
Best Practices
• Familiarize yourself with
consumer protection laws,
like Fair Housing
• Problems occur when you
inconsistently apply criteria
10 2018 © AppFolio, Inc.
Automated Decisioning Tool
• Removes human bias
• Keeps entire company
consistent
• Reduces risk of bad debt
11 2018 © AppFolio, Inc.
Data Collection and
Management
12 2018 © AppFolio, Inc.
Automate Gathering Data and Documentation
Store your data and documentation all in one place!
• Reduce errors
• Single source of truth
• Access anywhere
• Resolve disputes
13 2018 © AppFolio, Inc.
Required Fields on Applications
• First Name
• Last Name
• Email Address (enter it 2X!)
• Phone Number
• Current Address
*Make it required!
14 2018 © AppFolio, Inc.
• SSN and DOB
• Driver’s License Number
• Emergency Contact
• Employer Information
• Personal References
Personally Identifiable Information
Make it a policy to collect.
15 2018 © AppFolio, Inc.
Lease Agreement
✓ Legal contract
✓ Eliminate loopholes
✓ Review lease language regularly
✓ Scan and store a legible copy
✓ Lease addenda and renewals
16 2018 © AppFolio, Inc.
Tenant Communication and Engagement
● Letters
● Emails
● Texting
● Phone or In-Person Conversations
17 2018 © AppFolio, Inc.
Damages and Repairs
● Maintain the property
● Move In/Move Out Inspections
● Before/After Photos
● Invoices
18 2018 © AppFolio, Inc.
Tactics to Protect Your Properties
19 2018 © AppFolio, Inc.
Trends in Renters InsuranceMandatory Renters Insurance on the Rise
Percent of renters who
have renter’s insurance.
Insurance Information Institute
Percent of leading apartment
companies who require residents
to buy tenant insurance.
National Multifamily Housing Council
20 2018 © AppFolio, Inc.
• The National Fire Protection Association
reported 1.3M residential fires in 2016,
of which the leading cause was cooking
• On Thanksgiving, the average # of fires
per day goes up by 230%!
• Fire claims have an average loss of
nearly $40,000
• Tenants seldom have the means to pay
for severe damages.
Accidental Kitchen Fires
21 2018 © AppFolio, Inc.
FAQ: What exactly does renters insurance cover?
✓Covers legal liability for accidental tenant-caused damages
✓Protects tenant’s personal belongings from theft or damage
✓Covers on- or off-premise bodily injury
✓The most comprehensive coverage
Renters Insurance:
22 2018 © AppFolio, Inc.
Why Require Tenant Insurance?
• Transfer of risk
• Recover repair costs for damages
• Proactively protect property owner’s assets and bottom line
• Competitive advantage
• Peace of mind
• Tenants pay premiums
Overall Benefits:
23 2018 © AppFolio, Inc.
Improve
Your
Debt Recovery
24 2018 © AppFolio, Inc.
Debt Collections for Property Managers:
Unavoidable part of the leasing cycle
Time-consuming and paperwork heavy
Compliance risk and regulations
It’s difficult to find a good partner
Poor visibility
Court costs and fees + recovery rates are low
25 2018 © AppFolio, Inc.
Current Debt Collections Industry
• Consumer complaints
• The importance of a legal and accurate balance
• Legal versus “just”
• Credit Bureaus’ stricter requirements
Debtor/Consumer Friendly Environment
26 2018 © AppFolio, Inc.
Best Practices to Maximize Debt Recovery
Be proactive, not reactive
○ Strict screening practices
○ Thorough data and documentation
○ Efficient and reliable storage
#1
27 2018 © AppFolio, Inc.
Best Practices to Maximize Debt Recovery
Pursue accurate and realistic claims
○ Lower balances have higher liquidation
○ Lease-break fee in lieu of accelerated rent
○ Avoid collection fees and high penalties
#2
28 2018 © AppFolio, Inc.
Best Practices to Maximize Debt Recovery
Act quickly and consistently
○ Recovery decreases as debt ages (“Rule of 16s”)
○ Streamline your collections process
○ Review delinquent accounts every 30 days
#3
29 2018 © AppFolio, Inc.
Best Practices to Maximize Debt Recovery
Utilize a third-party partner
○ Specialization
○ Licensing and compliance
○ Extension of your business
○ Red flags: fees and recovery rate
#4
30 2018 © AppFolio, Inc.
Best Practices to Maximize Debt Recovery
Leverage technology
○ Eliminate idle time
○ Seamless integration
○ Allow consumers to pay online
#5
31 2018 © AppFolio, Inc.
Best Practices to Maximize Debt Recovery
Improve your process over time
○ Be accountable to your process
○ Avoid repetitive actions
○ Define your “red flags”
○ Measure the outcome
#6
32 2018 © AppFolio, Inc.
Next Steps...
✓ Document and follow internal screening policies
✓ Automate, gather and store comprehensive information on occupants
✓ Require and enforce Tenant Insurance to avoid costly situations
✓ Act quickly and consistently to maximize your debt recovery
33 2018 © AppFolio, Inc.
Thank You!
Laurie LoweManager, Value Added Services
Kirsten RowlandManager, Value Added Services
34 2018 © AppFolio, Inc.