NAA CALP cheat sheet

Occupancy rate = occupied units ÷ total rentable units × 100; economic occupancy = rent collected ÷ gross potential rent × 100.

Net effective rent = (total rent collected over the lease term − concessions) ÷ number of months in the term.

Rent-to-income ratio = monthly rent ÷ gross monthly income; a 1:3 ratio (rent at or below 33% of income) is a common screening benchmark.

Gross potential rent assumes 100% occupancy at market rent; subtract vacancy loss, concessions and bad debt to reach effective rental income.

Absorption = units leased during a period ÷ units available at the start of that period.

Cost per lease = total marketing spend ÷ leases signed in the same period.

Turn cost per unit (paint, cleaning, flooring, vacancy days) is the break-even ceiling a renewal concession must stay under to be the cheaper option.

A single written set of rental criteria and qualifying standards must be applied to every applicant and every unit type.

Cost per lead = total marketing spend ÷ leads generated in the same period.

Lead-to-lease conversion = leases signed ÷ qualified leads × 100.

An ILS (internet listing service) is a third-party site that syndicates rent and availability data from the community's listing feed.

Source attribution requires a unique phone number, landing page or promo code for each traffic source.

Fair housing rule for advertising: describe the property, amenities and price - never the preferred resident's race, religion, family status or disability.

Every rental advertisement must display the Equal Housing Opportunity logo or statement.

Review response standard: reply to each online review within 24–48 hours, factually and without disclosing resident information.

Outreach sources that generate referrals: major local employers, universities, relocation and staffing agencies, and chambers of commerce.

Renewal rate = renewed leases ÷ leases expiring in the period × 100.

Turnover rate = move-outs ÷ average units available × 100; annualize a monthly figure by multiplying by 12.

Renewal offers are typically issued 60–90 days before lease expiration so the resident has time to decide.

Emergency work orders (no heat, no water, flooding, fire, lockout) are completed ahead of routine requests regardless of arrival order.

Notice-to-vacate requirements come from the lease and state law; accepting a late or short notice can waive the requirement.

A signed, dated move-in condition report with photos supports lawful security deposit deductions at move-out.

Post-move-in follow-up sequence: contact at 30, 60 and 90 days to surface issues before they become complaints.

Retention decision rule: if the renewal concession costs less than turn cost plus vacancy loss, offer the concession.

The federal Fair Housing Act (Title VIII, 1968) prohibits discrimination based on race, color, religion, sex, national origin, familial status and disability - seven protected classes.

HUD interprets "sex" to include sexual orientation and gender identity; many state and local laws add age, marital status, source of income and veteran status.

Reasonable accommodation = a change to a rule, policy, practice or service; reasonable modification = a physical change to the unit or common area.

Service animals and assistance animals are not pets: no pet rent, pet fee or pet deposit may be charged, and breed or weight limits do not apply.

Familial status covers households with a child under 18, a pregnant person, or anyone securing legal custody of a child.

Prohibited practices include steering, blockbusting, redlining, refusing to rent, offering different terms, and falsely stating a unit is unavailable.

Retaliation against a person for filing a fair housing complaint or requesting an accommodation is itself a violation.

Occupancy standards must be reasonable and applied uniformly; two persons per bedroom is a common benchmark, not a legal maximum.

Phone standard: answer within three rings, give the community name and your own, then ask how you can help.

Active listening = paraphrase the speaker's message and confirm it before responding.

Email and text response target: within 24 business hours, sending a holding reply if research is needed.

Complaint sequence LEARN: Listen, Empathize, Apologize, Resolve, Notify (follow up).

Written messages use sentence case; all-caps reads as shouting and obscures emphasis.

Every prospect and resident contact is logged in the CRM with date, channel, outcome and next step.

Never confirm to a third party who lives in a unit, their lease terms or their balance; refer to the privacy policy.