OPERATIONS
MICHELLE LYNG | NOVITAS
25 Rental Housing Operational Tips
For Getting Through Covid-19
The below are best practices gleaned from various rental housing management
companies throughout the region and do not represent recommendations from
the Colorado Apartment Association or any of its subsidiaries.
Corporate Management Office Attendance:
1. Use remote and flexible working alternatives to exercise the
Center for Disease Control’s social distancing recommendation
to reduce direct contact among corporate employees.
2. For those who must report to work from an office or other
location, maintain a 6- to 10-foot distance between yourself
and other employees and work in separate enclosed office
spaces, if possible.
3.
4.
Keep community spaces closed (e.g. break rooms, gyms, coffee
areas) and do not allow the public, even visitors or customers,
in the building. Respond to inquiries through phone call
or email.
Determine office hours and closures on a week-by-week basis.
12. Consider extending PTO for infected employees. It takes four days
to get tested for potential symptoms, and an additional ten days of
quarantining, if infected. Keep in mind that employers cannot directly
ask an employee whether they have COVID-19. The employee must
volunteer the information, and remain anonymous among other
staff members.
13. If an employee reports they have been exposed, allow for the individual
and any direct team members to be tested.
Amenities And Service Requests:
14. Only respond to emergency service requests (e.g. flooding, fire,
refrigerator malfunction or toilet failure) to ensure the safety of
community staff and other residents.
15. Ask infection-related questions before responding to a service request
or entering a unit (e.g., “have you been exposed to someone with
COVID-19?”). Handle initial service requests online or over the phone.
16. While fulfilling work orders, ensure that staff members wear masks and
gloves. View every unit as “potentially infected.”
17. Close all public spaces and amenities in the apartment complex. Deeply
sanitize all areas which must remain in operation (e.g., elevators,
lobbies, stairwells).
18. Halt activity in package overflow rooms and direct packages to be
directly delivered to resident units.
19. Provide online resources, FAQs, and trainings for halted tenant services.
Communication:
5. Maintaining communication is key for residents and employees
to remain informed. More communication is better than less,
and be careful not to over-promise.
6. Communication regarding COVID-19 should remain through
one point-of-contact. For example, for headquarters, all
communication should come through the human resources
office. For community buildings and housing providers, the
point-of-contact for all residents, supplier partners should
remain the same and should be from a marketing contact or
through a portal.
7. Consistency of messaging will mitigate confusion and
misinformation.
8. When writing communications, refer to the CDC’s website
for definitions on COVID-19 related verbiage such as self-
quarantined isolation, testing positive, social distancing, etc. It
is important that all employees use all terms correctly.
9.
Hold executive and regional leadership meetings regularly,
perhaps even every day, to discuss updates on COVID-19 and
determine any course of action before disseminating the
information to staff members and residents.
Infection:
10. If an employee or resident tests positive, they are under the
purview of the CDC and their doctor’s care, reporting solely
to these entities. Continue to follow the federal HIPPA Privacy
Rules during this time.
11. Residents are not required to inform apartment offices or
housing providers of a COVID-19 diagnosis. However, if a
resident notifies a housing provider, housing providers should
post a notice and send an email from the main point-of-contact
(do not name the tenant, the apartment number, or the floor
the tenant resides on, etc.) to other residents guiding them to
take caution. Inform internal staff to avoid contact with the
infected unit.
www.aamdhq.org
20. Consider slowing or stopping non-essential unit and building
renovations.
Rental Rates And New Leases:
21.
If possible, offer alternative virtual touring options. For all in-person
tours, avoid handshakes and other personal contact. Maintain 6- to 10-
foot distancing.
22. Consider providing “early-bird specials” or other rental deals to
incentivize new and existing residents to pay rent ahead of time.
23. Denver has enacted a “no-eviction” policy, so it is important to establish
protocol and resources for delayed rent-paying options. Consider
requiring residents to provide “Proof of Job Loss” documentation if they
experience unemployment due to COVID-19 measures.
24.
Consider halting slated rent increases or price adjustments for 2020, in
order to prevent turnover or financial loss.
25. Considering stopping Due Diligence and in-home inspections, except
on a “life-safety basis.” If an inspection must take place, use masks and
gloves when entering the unit.
APRIL 2020
TRENDS | 9