Operations Manual
Tenant Onboarding Procedure
Follow each step to complete applicant approval, prepare and execute the lease, collect required funds and documents, establish the tenant account, and prepare the tenant for move-in.
Residential Lease File Created in West USA SRS
Setup Sheet – New Tenant Completed & Submitted
After the Residential Lease File has been created in West USA SRS, complete the New Tenant Setup Sheet so the Property Management Division can add the tenants, lease terms, deposits, and recurring charges to Yardi.
- Select New Tenant at the top of the Setup Sheet.
- Enter the property manager’s name and email address and the complete rental-property address.
- Leave the owner information blank because the owner and property are already established in Yardi.
- Enter the Agent Management Fee as the owner’s management fee minus the PM Division’s 1% processing fee.
- Example: $2,000 rent × 5% = $100
- Enter the PM Processing Fee as 1% of the monthly base rent or $15, whichever is greater.
- Example: $2,000 rent × 1% = $20
- Enter the primary tenant’s full name, email address, and telephone number. Add every additional adult tenant in the roommate fields.
- Select the appropriate RentCafe Invitation option under the current Voyager 8/RentCafe process.
- Enter the lease start date, lease end date, month-to-month status, and monthly base rent.
- Enter the total Broker-Held Refundable Deposit required by the lease.
- Example: If the refundable security deposit equals one month’s rent, enter $2,000.
- Enter $80 under Monthly RBP Charge so it is established as a recurring monthly charge.
- Enter any other recurring charges required by the lease, such as pet rent or pool service, in the applicable monthly-charge fields.
- Leave the owner W-9 upload blank because it was provided during Owner Onboarding.
- Review all information against the signed lease, sign the Setup Sheet, and select Send Setup Sheet to WUPM.
Verify the Tenant Setup in Yardi
After the PM Division processes the Setup Sheet, compare the information entered in Yardi against the signed lease and submitted Setup Sheet.
Verify the following:
- Every adult tenant’s full name, email address, and telephone number
- Lease signing date, start date, and end date
- Monthly base rent
- Refundable security deposit
- Monthly $80 Resident Benefits Package charge
- All applicable recurring A/R charges, including pet rent, pool fees, and other monthly lease charges
- Approved animal information, including type, breed, and size
- Property air-filter sizes and delivery information
- RentCafe contact and invitation email address
Confirm that all amounts, dates, and recurring-charge start dates are correct. Immediately send any corrections to Kelly or the PM Division before sending the RentCafe invitation or collecting tenant payments.
RentCafe Invitation Sent to Tenants
After verifying the tenant setup in Yardi, send each tenant a RentCafe invitation so they can establish online account access.
- Confirm that each tenant’s correct email address is entered in Yardi because the email connects the Yardi tenant record to RentCafe.
- Important: Verify that the invitation is generated through Yardi Voyager 8 and directs the tenant to the new RentCafe portal. Do not send an invitation connected to the former Yardi or RentCafe system.
- Send the RentCafe registration invitation to each applicable tenant.
- Have the tenants open the link, create their accounts, and establish their login credentials.
- Instruct the tenants to add and verify their bank account information for ACH payments.
- Have the tenants enable recurring ACH payments if they choose to use automatic monthly payments.
- Confirm that each tenant can successfully access the new RentCafe portal before proceeding to the collection of required deposits and fees.
Security Deposit & One-Time Charges Posted and Collected (within 48 HOURS)
After the tenants receive RentCafe access, immediately post the security deposit and all required one-time charges to their Yardi ledger.
Important—Collect These Charges Together
When the tenant pays the security deposit, the following must also be paid within 48 hours of lease signing:
- Refundable Security Deposit: Amount required by the lease
- New Lease Administration Fee: $199
- Remaining Application Fee: $30.01 per adult applicant, when applicable
RentSpree collected $49.99 of the total $80 application fee. - Nonrefundable Pet Fee: $249 per approved pet, when applicable
Using a $2,000 security-deposit example, a tenant with one approved pet would owe:
- $2,000 refundable security deposit
- $199 New Lease Administration Fee
- $30.01 remaining application fee per adult applicant
- $249 nonrefundable pet fee
Verify that every charge has the correct description, amount, due date, and Yardi ledger category.
- Direct the tenants to pay through RentCafe whenever possible so each payment is automatically identified and applied.
- Monitor the ledger and confirm that all required payments are received within the 48-hour deadline.
- If RentCafe is not available promptly, direct the tenant to Website → Login → Tenant → One-Time Payment.
- If the website payment option is used, confirm receipt and ensure each payment is correctly applied in Yardi.
- Do not remove individual required fees or allow the tenant to pay only the security deposit unless the Broker authorizes an exception.
Marketing Stopped & Listing Status Updated/Closed from MLS/Sites
After the lease is fully signed and all required deposits and one-time charges have been received, immediately stop marketing the property.
- Update the ARMLS listing to the correct leased, pending, or closed status in accordance with MLS and Broker requirements.
- Do not delete the MLS listing; update its status so the transaction history remains accurate.
- Confirm that the listing is removed or shown as unavailable on Zillow and all other syndicated websites.
- Remove or deactivate any manually created advertisements that will not update through MLS syndication.
- Disable new showing requests and remove the property from any automated-showing platform.
- Cancel scheduled showings and notify agents or prospective tenants when necessary.
- Verify within 24–48 hours that the property is no longer being advertised as available.
Renters Insurance Verified
Verify that the tenant has obtained renters insurance that satisfies every requirement in the signed lease.
Review the policy declarations page or valid evidence of insurance and confirm:
- The policy is active—not merely a quote or application.
- The insured property address, including unit number when applicable, is correct.
- The policy becomes effective no later than the lease start date.
- Coverage remains active throughout the lease term.
- Every adult tenant is listed as a named insured or provides a separate qualifying policy.
- The personal-liability limit meets or exceeds the amount required by the lease.
- West USA Realty is correctly listed as an additional interest/interested party so cancellation and policy-change notices may be received.
- The owner or another party is listed only when required by the lease or Broker instructions.
- The tenant’s name, insurance carrier, policy number, effective date, expiration date, and liability limit are clearly shown.
- Any approved animals are covered and the policy does not contain an exclusion that eliminates required animal-liability coverage.
- Any other property-specific coverage required by the lease is included.
Save the declarations page or insurance certificate in the tenant and property file. Record the policy expiration date and establish a reminder or monitoring process for renewal.
Tenant Utilities Scheduled for Transfer
Before the lease start and move-in date, verify that tenants have scheduled all lease-required utilities to be placed in their names.
- Review the lease to identify every utility the tenant is responsible for.
- Provide the tenant with the correct utility-provider names and contact information.
- Require service to begin no later than the lease start date or the date possession is delivered, whichever occurs first.
- Obtain confirmation numbers, activation emails, or other proof showing that service has been scheduled.
- Verify that the service address, tenant’s name, and activation date are correct.
- Confirm applicable services, including:
- Electricity
- Gas
- Water, sewer, and trash
- Any other tenant-responsible service required by the lease
- Do not require the tenant to transfer owner-paid or HOA-provided utilities.
- Coordinate with the owner so owner-held utility service is not disconnected before the tenant’s service begins.
- Save the tenant’s confirmations in the property file.
- Do not release keys or possession until all required utilities have been scheduled for transfer, unless the Broker authorizes an exception.
Use “scheduled for transfer” instead of “transferred” because the tenant may complete this several days before move-in, while the actual account change takes effect on the lease start date.
Move-In Inspection Completed in zInspector 48 Hours Before Move In
Complete the move-in inspection approximately 48 hours before the tenant’s scheduled move-in, after all cleaning, repairs, landscaping, pool service, and property preparation are complete.
- Inspect and photograph every interior and exterior area of the property.
- Document the condition of walls, flooring, doors, windows, fixtures, appliances, cabinets, countertops, plumbing, HVAC, and other property features.
- Test and document smoke alarms, carbon-monoxide alarms, locks, lights, appliances, plumbing fixtures, and other safety-related items.
- Photograph and record all existing damage, wear, stains, defects, or incomplete repairs.
- Document landscaping, irrigation, pool condition, exterior structures, and utility meter readings when applicable.
- Record all keys, mailbox keys, remotes, gate devices, parking permits, and other access items that will be issued.
- Upload and save the completed zInspector report and photographs in the property file.
- Correct or report any condition that could affect habitability, safety, or move-in readiness before releasing possession.
- Do not allow the tenant, movers, or personal property into the home until the inspection is complete.
Final Tenant Ledger, Charges & Payments Verified
Before releasing keys or possession, compare the tenant’s Yardi ledger against the fully signed lease and confirm that all required charges were entered, paid, and applied correctly.
Due Within 48 Hours of Lease Signing
Verify that the following were posted and paid:
- Refundable security deposit
- $199 New Lease Administration Fee
- $30.01 remaining application-fee balance, when applicable
- $249 nonrefundable pet fee per approved pet, when applicable
Confirm that the refundable security deposit was transferred into the appropriate Broker trust account.
Due Before Possession
- Confirm that the first month’s or prorated rent was correctly calculated, posted, paid, and cleared by the deadline stated in the lease.
- Verify that no required move-in balance remains unpaid.
Recurring Monthly Charges
Confirm that Yardi is scheduled to post:
- Monthly base rent
- $80 Resident Benefits Package
- $35 monthly pet fee per approved pet, when applicable
- Pool fee and any other recurring charge required by the lease
Verify all amounts, descriptions, due dates, prorations, and recurring start and end dates. Correct any missing, duplicate, or inaccurate charge with Kelly or the PM Division before move-in.
Do not release keys, access codes, or possession until all required move-in funds have cleared and the ledger is correct.
Tenant Move-In Package & Instructions Delivered
Before the scheduled move-in, provide each tenant with the documents and instructions needed to take possession and properly care for the property.
Include:
- Fully signed Residential Lease Agreement and all addenda
- Move-in property-condition form
- Written notice of the tenant’s right to attend the eventual move-out inspection
- Instructions and deadline for reporting additional existing damage
- RentCafe access and rent-payment instructions
- Property Meld maintenance-request instructions
- Emergency maintenance procedures and contact information
- Resident Benefits Package and air-filter delivery information
- HOA rules, parking requirements, pool rules, and community information, when applicable
- Trash, mailbox, landscaping, pest-control, and other property-specific instructions
- Move-in appointment date, time, and key-delivery instructions
Confirm that the tenants received the complete package and retain proof of delivery in the property file.
New Tenant Phone Call Orientation & Emergency Preparedness Session
Schedule a brief Tenant Onboarding Session before possession is released. Use the session to answer questions, explain how management works, and prepare tenants to respond appropriately to maintenance emergencies.
Website, Payments & Maintenance
- Walk the tenants through 000Property.com.
- Show them where to select Login → Tenant.
- Confirm they can access the new RentCafe portal.
- Explain how to view charges, make payments, and manage ACH information.
- Demonstrate how to submit and monitor maintenance requests through Property Meld.
- Explain when to use Property Meld and when an emergency requires an immediate telephone call.
- Review the emergency contact information and after-hours procedures.
Emergency Water-Shutoff Training
This portion is mandatory and property-specific.
- Physically show the tenants the location of the home’s main water shutoff valve.
- Explain how to shut off the water when there is an uncontrolled leak, burst supply line, overflowing fixture, or other active water release.
- Identify any accessible fixture shutoffs for toilets, sinks, washing machines, and other applicable appliances.
- Explain that tenants must take reasonable, safe steps to prevent continuing damage while contacting management.
- Make clear that calling management does not replace immediate mitigation when water is actively damaging the property.
- Instruct tenants to shut off the water first, when it can be done safely, and then immediately call the emergency number and submit documentation through Property Meld.
- Warn tenants not to enter standing water near electrical sources or place themselves in danger. Call 911 or the appropriate utility emergency service when personal safety is at risk.
- Provide a labeled photograph or written directions showing the main water-shutoff location.
Property Manager’s Role
Explain that 000 Property acts as the owner’s property-management representative and communication point.
- Management collects rent, communicates lease requirements, documents concerns, coordinates maintenance, and handles authorized property-management matters.
- Management does not own the property and cannot independently approve every repair, alteration, reimbursement, lease change, or tenant request.
- Some non-emergency requests require owner or Broker review and authorization.
- Emergency conditions will be addressed promptly under the authority available to management.
- Tenants may not hire contractors, make alterations, deduct expenses from rent, or authorize repairs unless permitted by the lease or approved in writing.
- Management cannot provide tenants with legal, insurance, or financial advice.
Final Orientation Topics
- Rent due dates, payment methods, and late-fee provisions
- Renters insurance and utility responsibilities
- Resident Benefits Package and air-filter delivery
- Approved occupants, animals, vehicles, and parking
- HOA, pool, landscaping, and property-specific responsibilities
- Routine inspections and entry-notice procedures
- How and when to contact management
Allow time for tenant questions. Document the session date and attendees, and obtain written acknowledgment that the tenants received the emergency procedures, were shown the main water shutoff, and understand how to submit routine and emergency maintenance requests.
Keys, Remotes & Possession Released
Release keys and possession only on the authorized move-in date and after all onboarding requirements have been completed.
Before releasing access, confirm:
- The Residential Lease Package is fully signed.
- All required move-in funds were paid and cleared.
- The refundable security deposit was transferred to the appropriate Broker trust account.
- The tenant ledger and recurring charges are correct.
- Renters insurance was verified.
- Required utilities were scheduled for transfer.
- The zInspector move-in inspection was completed.
- The tenant received the complete move-in package.
At the move-in appointment:
- Provide all property keys, mailbox keys, remotes, gate devices, parking permits, pool keys, and access credentials.
- Have the tenant sign a written acknowledgment identifying every key and access item received.
- Record the exact date and time possession was delivered.
- Verify the showing lockbox has been deactivated and removed.
- Change or delete any contractor, vendor, or temporary access codes that should no longer remain active.
- Save the signed key receipt and possession record in the property file.
Do NOT provide early access to the tenant, movers, family members, or personal property without written Broker authorization and appropriate documentation (NEVER RECOMMENDED)!!!!!
48–72 Hour Post-Move-In Follow-Up & Feedback
Contact the tenants within 48–72 hours after move-in to confirm that onboarding and move-in were completed successfully.
- Confirm that the tenants can access the property, mailbox, gate, parking areas, and applicable community amenities.
- Verify that all keys, remotes, and access devices work correctly.
- Confirm that the tenants can access RentCafe and Property Meld.
- Ask whether they discovered any immediate maintenance, safety, cleanliness, or property-condition concerns.
- Direct repair requests through Property Meld so they are properly documented and tracked.
- Remind the tenants to return the completed move-in condition form and supporting photographs by the required deadline.
- Ask how 000 Property handled the application, leasing, and move-in process and whether anything could have been improved.
- Document and promptly address any negative feedback or unresolved concern.
- Invite the tenants to leave an honest Google review and send the direct review link.
