<p> 09/01/2013</p><p>TABLE OF CONTENTS</p><p>INTRODUCTION</p><p>A. ADMINISTRATION</p><p>Administrative Etiquette...... 2 Fair Housing/Non Discrimination...... 4 Answering Service...... 6 Community Binders...... 7 Delivery and Acceptance of Packages...... 8 Package Log...... Exhibit A-1 Dress Codes...... 9 Identification Badge...... 10 Office Access...... 11 Office Hours...... 12 Office Organization...... 13 Office Security...... 14 Out of Office Email...... 15 Requests for Community Information...... 16 Scheduling Staff/Work Hours...... 17 Team Meeting...... 18 Team Meeting Agenda...... Exhibit A-2 Telephone/Cell Phone /Two Way Radios...... 19</p><p>B. APPLICATION PROCESS</p><p>Qualifying the Standard Rental Application...... 1 Rental Application...... Exhibit B-1 Income Verification...... Exhibit B-2 Rental Verification...... Exhibit B-3 Resident Selection Criteria...... Exhibit B-4 Income Calculation...... Exhibit B-5 Misdemeanor and Felony Crimes...... Exhibit B-6 Processing of Standard Rental Application...... 2 Adverse Action...... Exhibit B-7 Approval...... Exhibit B-8 Approval with Conditions...... Exhibit B-9 Guarantor Guidelines...... 6 Guarantor Application...... Exhibit B-10 Qualifying the Guarantor Application...... 7 Processing the Guarantor Application...... 8 Lease Contract Guaranty Guidelines...... 10 09/01/2013</p><p>Lease Contract Guaranty...... Exhibit B-11 Corporate Housing Guidelines...... 11 Corporate Credit Application...... Exhibit B-12 Business Rental Verification...... Exhibit B-13 Business Resident Log...... Exhibit B-14 Processing the Business Application...... 14 OneSite Screening of Business Application...... 15 Completion of Leasing Process...... 21 Move-In Cost Disclosure...... Exhibit B-15 Waiting List...... 22 Waiting List Agreement...... Exhibit B-16</p><p>C. EMPLOYEE RENTAL POLICIES</p><p>Employee Rental Discount and Fees...... 1 Qualifying the Employee Rental Application...... 2 Processing of Employee Rental Application...... 3 Employee Apartment Lease Contract...... 5 Employee Addendum to Apartment Lease Contract...... Exhibit C-1 Employee Addendum to Garage/Storage Lease Contract...... Exhibit C-2</p><p>D. MOVE-IN PROCESS</p><p>Prior to Move-In...... 1 Community Policies Addendum...... Exhibit D-1 Utility Addendum...... Exhibit D-2 Resident File System...... 2 Resident File Checklist...... Exhibit D-3 Day of Move-In...... 3</p><p>E. CHARGE AND COLLECTION PROCESS</p><p>Rent Collection Policies...... 1 Charging of Late Fees...... 2 Water Payments Received at Community/Delinquent Water Payment.....3 Non-Sufficient Funds Checks...... 5 Charging of Service Request to Resident...... 6 Eviction Process ...... 8</p><p>F. RENEWAL AND NOTICE TO VACATE</p><p>Renewals...... 1 Renewal Spreadsheet...... Exhibit F-1 Service Survey...... Exhibit F-2 Service Survey Cover Letter...... Exhibit F-3 09/01/2013</p><p>Adding Resident Retention Module...... Exhibit F-4 Renewal Information Update...... Exhibit F-5 Resident Activities...... Exhibit F-6 OneSite Renewal Process...... 7 Move-Out Procedure...... 12 Notice of Intent to Vacate...... Exhibit F-7 Acknowledgement of Notice to Vacate ...... Exhibit F-8 Lease Break Acknowledgement of Notice to Vacate...... Exhibit F-9 Move-Out Cleaning Procedures...... Exhibit F-10 Guidelines for Cleaning/Damage Charges...... Exhibit F-11 Leaseholder Release Process...... 13 Leaseholder Release Addendum...... Exhibit F-12 Early Termination Process...... 15 Early Termination Addendum...... Exhibit F-13 Florida Early Termination Addendum...... Exhibit F-14 Skip Process...... 16 Resident Transfer...... 17 Transfer Agreement...... Exhibit F-15 Community to Community Transfer Agreement...... Exhibit F-16</p><p>G. COLLECTION PROCESS</p><p>Collection of Accounts Receivable...... 1 Current Residents...... 2 Former Residents...... 4 Processing the Final Account Statement (FAS)...... 6 FAS Letter...... Exhibit G-1 Promissory Note...... 7 Numbered Promissory Note...... Exhibit G-2 Sample Promissory Note...... Exhibit G-3 No Response to Initial Letter...... 8 Final Letter ...... Exhibit G-4 Guarantor Letter...... Exhibit G-5 Submission to Collection Agency...... 9 Collection Agency...... 11 Actual Write-Off...... 12 Payment at Community by Previous Resident(s)...... 13 Incomplete Account Listing on Collection Agency Website...... 15</p><p>H. REPORTS AND REPORT REVIEW</p><p>Management Report...... 2 Pricing Sheet...... 3 Pricing Sheet Form...... Exhibit H-1 Move In File Review/Submission for Leasing Commissions & Renewal Bonuses...... 5 Leasing Commission Submission Forms...... Exhibit H-2 09/01/2013</p><p>Renewal Bonus Forms...... 9 Monthly Renewal Activity Report...... Exhibit H-3 Monthly Financial Reports...... 10 Income/Expense Budget...... Exhibit H-4 Month-End Reclass Spreadsheet...... 12 Reclass Spreadsheet Sample...... Exhibit H-5 Delinquent and Prepaid...... 13 Rent Roll...... 14 Resident Deposit Audit...... 15 Concessions...... 16 Pre-Close Financial Review...... 17</p><p>I. BUDGETS</p><p>Ten Year Plan...... 1 Unit by Unit Inspection...... 2 Unit By Unit Inspection Form...... Exhibit I-1 Budget...... 4 Summary of Work for Capital Project/Sample...... Exhibit I-2</p><p>J. LEGAL MATTERS</p><p>Landlord Tenant Laws...... 1 Landlord Liability...... 2 Reducing Landlord Liability...... 3 Conflict of Interest...... 4 Evictions/Dispossessories...... 5 Legal Counsel...... 6 Subpoenas...... 7 Reasonable Accommodations and Modifications...... 8 Request for Reasonable Modification and/or Accommodation...... Exhibit J-1 Service Provider’s Verification Letter...... Exhibit J-2 Management’s Affirmative Response Letter...... Exhibit J-3 Management’s Negative Response Letter...... Exhibit J-4 Service Animals...... 12</p><p>K. COMMUNITY - GENERAL</p><p>Community Policies...... 1 Community Appearance...... 2</p><p>L. COMMUNITY INSPECTIONS/AUDITS</p><p>Community Management Review...... 1 Internal Audit...... 2 09/01/2013</p><p>OSHA Inspection...... 3 REAC Inspection...... 5 Miscellaneous Inspections...... 8 Zone Inspections...... 9 Monthly Zone Assignment Sheet...... Exhibit L-1 Zone Inspection Report – Vacant Apartments/Sample...... Exhibit L-2 Zone Inspection Report...... Exhibit L-3 Budget Consideration Log...... Exhibit L-4</p><p>M. RESIDENT SERVICE</p><p>Residents...... 1 Access to Apartments...... 2 Resident-Owned Appliances...... 4 Release of Liability for Resident-Owned Appliances...... 6 Creation of Service Requests...... 8 Resident Grievance...... 10 Resident Grievance Procedure...... Exhibit M-1</p><p>N. VENDORS/CONTRACTS</p><p>Selection of Vendors and Defining Scope...... 1 Scope of Work – Landscaping and Apartment Cleaning...... Exhibit N-1 Bid Summary/Sample...... Exhibit N-2 General Terms...... Exhibit N-3 Contract Binder Index...... Exhibit N-4 Contract Review...... Exhibit N-5 Supervision / Contracting Guidelines...... 7 Contractor Daily Inspection...... 9 Contractor Daily Inspection Form...... Exhibit N-6 Contractors Living On-Site During Construction...... 10 New Vendor Accounts...... 11 Approved Vendors – National Accounts...... 12 Vendor Files...... 13 Credit Card Accounts...... 14</p><p>O. KEY CONTROL</p><p>Use of Master Keys...... 1 Key Management...... 2 Missing Keys...... 4 Key Sign-Out Log...... Exhibit O-1 Non-Staff Use of Apartment Keys...... 5 Resident Key Release Form...... Exhibit O-2 Access Devices...... 6 Move-Ins/Move-Outs...... 7 09/01/2013</p><p>Resident Lock Outs...... 8 Office/Shop Door Keys...... 9 Equipment/Golf Cart Keys...... 10</p><p>P. FIXED ASSETS </p><p>Property Assets...... 1 Common Asset Examples...... Exhibit P-1 Asset Information Sheet...... Exhibit P-2 Maintenance Stockroom...... 3 Asset Identification Tags...... 5 Warranty Registration and Owner’s Manuals...... 11</p><p>Q. EMERGENCIES AND INCIDENTS</p><p>Dealing with the Media...... 1 Emergencies and Community Incidents...... 2 Death of a Resident...... 4</p><p>R. PROPERTY INSURANCE CLAIMS</p><p>General Liability Claims...... 1 Property Damage Claims...... 3 Automobile Claims...... 4</p><p>S. PEST GUIDELINES</p><p>Pest Management Plan...... 1 Bed Bugs – Table of Contents...... 6 General Information...... 7 Responding to Suspected Infestations...... 8 Inspection Notification to Residents...... 9 Treatment Notification to Residents...... 9 Preparing for Extermination Service...... 10 Extermination Contract, Treatment and Follow up...... 11 Types of Treatment...... 15 Employee Safety...... 16 Additional Information...... 16 Bed Bug Facts Sheet...... 17 Bed Bug Facts Sheet (Spanish Version)...... 19 Bed Bug Control and Treatment Instructions...... 21 Bed Bug Control and Treatment Instructions (Spanish Version)...... 26 Cover Letter (Sample)...... 32 INSPECTION Notice to Apartment(s) with Suspected Infestation...... 33 INSPECTION Notice to Adjoining Apartments...... 34 09/01/2013</p><p>TREATMENT Notice to Apartment(s) with Suspected Infestation...... 35 TREATMENT Notice to Adjoining Apartment(s) (where no bed bug activity exists)...... 36</p><p>T. Intentionally Left Blank</p><p>U. Intentionally Left Blank</p><p>V. Intentionally Left Blank</p><p>W. Intentionally Left Blank</p><p>XYZ. MISCELLANEOUS</p><p>Accent Walls...... 1 Clubhouse Rental...... 2 Courtesy Officer...... 3 Courtesy Officer Agreement...... Exhibit Z-1 Courtesy Officer Report...... Exhibit Z-2 Courtesy Officer Incident Response Log...... Exhibit Z-3 Employee Use of Corporate Unit/Models...... 5 Laundry Money/Other Income Collection...... 6 Laundry Money Collection Log...... Exhibit Z-4 Milestone – Employee Rewards Program...... 7 Policy Deviations...... 8 Policy Deviation Request...... Exhibit Z-5 Policy Deviation Log...... Exhibit Z-6 Prior Team Member Employment Verification...... 9 Resident Rental Verification...... 10 Redecorating the Clubhouse...... 11 Surveys...... 12 Towing...... 14 Training / Certifications...... 15 Uniform Program...... 18 Uniform Invoice...... Exhibit Z-7</p>