Best Practices

Navigating the "pre-NTV" & turnkey process, together!: Renewal Series Part 2

by Christin D. on 6/18/2020 1:13:00 PM

coverrenewseriesntvandturntitleslide

Renewal Series: Part 2 – Navigating the “Turnkey” process together
Restructuring the process
In part 1 of this special renewal series, we examined how to forecast as accurately as possible for upcoming turns to begin scheduling and sourcing supplies. Though the industry has seen a decline in resident turnover, turns will still be inevitable. Some suggestions below can help you navigate current turn-key procedures and provide support and solutions for some pandemic imposed challenges.
Notice to vacate walks (or lack thereof)
Upon receiving a resident’s “Notice to Vacate” (NTV), an industry best practice is to notice the resident of entry for their “pre-Notice to Vacate” inspection, explaining it’s just to set expectations. These inspections usually are done anywhere 14-45 days prior to move-out. Under current conditions, access has become much more restricted, so how should you proceed scheduling upcoming turns?
Innovative Options
The recent Pandemic has made access more difficult, but there are options if you are unable to walk the unit for condition and scheduling. By looking at workorder history, length of residency, and asking residents if they have any questions for their move out inspection, you may be able to field some solid scheduling needs. Urgency in scheduling a contractor for needed turnkey activities with a potential back up plan is key navigating the current landscape. You don’t want to assume that one contractor will always be available, especially with any existing furloughs or reduced staffing practices currently in place with key contractors.
The “turn-key” process as we know it, knew it, and how to navigate it
To help navigate the turn process, below is a guide for each action and potential resources through Buyers Access or industry suppliers:
The “Standard”, “Challenge”, and “New Needs”:
1-      Pre NTV-walk:
 Standard: Typically done 14-45 days in advance of move-out with resident to inspect for repairs needed, and once again after current resident(s) vacate.
 Challenge: unable to enter due to pandemic restrictions
 New Needs: Social distancing protocols, PPE, ordering supplies in advance, scheduling back up for contractors in case they are unavailable due to pandemic shifts in labor and health.
2-      Move out inspection:
 Standard: conducted with or without the resident taking photos to generate Final Account Statement. Lock change is completed at this time and the maintenance and repair items identified can be scheduled with turn contractors (Paint, Clean, Carpet Cleaning or Replacement).
Challenge: Contractors may be unavailable due to pandemic impacts, so schedule back up or get basic turnkey supplies such as paint, carpet cleaning solution and minor equipment if warranted.
New Needs: Sanitization protocols recommended by CDC and other industry resources such as NAA and NMHC. Buy enough turnkey common items for a couple months in case supply chains become an issue due to substantially increased demand or extended supply challenges.
3-      Lock change:
Standard: Change locks upon surrender of unit by resident, or as needed upon eviction.
Challenge: Contactless operations can impact the surrender action causing legal issues if you are not careful. Also, contactless operations pose challenge to in person surrenders and lock changes.
New Needs: RemoteLock, a Buyers Access supplier can help you with touchless and contactless lock changes. See more about RemoteLock HERE.
4-      Trash out:
Standard: Follow legally recommended guidelines when performing Trash Outs to minimize liability risks.
 Challenge: Evictions in bulk, limited PPE available, extenuating circumstances exist, grey areas to consider in evictions, and potential adjustments to local laws that are abnormal restricting landlord activities.
New Needs: Consult your legal counsel before proceeding with a Trash Out where surrendered possession is in question.
5-      Punch:
Standard: NTV walks revealed much of what would be needed in the past but without the ability to enter units in some areas, plus potential for shortages in supplies, ordering further in advance or more than typical may be prudent. If you have problems sourcing products, or would like to better understand advance purchasing needs Buyers Access can help. Contact us HERE.
Challenge: Supply chain issues, ambiguity in forecast accuracy.
New Needs: Buyers Access has helped our members throughout the pandemic to source high demand items, and to get ahead of the curve. If you need someone to help execute a smooth transition between all turnkey and operational purchasing activities, Buyers Access is a good place to start. Contact us for a free analysis, or a call to discuss how we can help.
6-      Paint, Clean, and Carpet Cleaning:
Standard: Schedule vendors for each activity upon pre-NTV walk.
Challenge: Availability of qualified resources to perform turns, and Pandemic imposed changes.
New Needs: Buyers Access members have access to a network of supplier partners and vendor resources, as well as access to some in house solutions to the standard turn key contractor process. Suppliers within our network provided educational materials and training to operate new equipment to paint, clean, etc. If you need help with this, contact Buyers Access.
7-   Final Walk and Lock Change, unit is complete!
 
Industry best practices continue to evolve over time within the multifamily industry. Pandemic and other emergencies that are unpredictable can often create the need develop shifts in approach, or changes in practices to continue to serve our residents and teams. Prior to approaching the “Pre-NTV” walks, step back and weigh the options.
Visit https://www.naahq.org/coronavirus-guidance or https://www.nmhc.org/research-insight/Research-Insight-Knowledge-Library/covid-19-hub/ through NMHC. Buyers Access also is helping thousands of members navigate their operations and can help you too. Email us HERE and stop doing purchasing the hard way!