Resident Relations and Retention
Resident Relations and Retention
This domain tests the resident lifecycle: move-in, communication, lease enforcement, renewal, conflict resolution, and move-out. Retention is usually cheaper than turning a unit, so exam questions reward consistent service and fair housing compliance.
Core rules and concepts
- Move-in: inspect the unit, document condition, explain the lease, rules, fees, maintenance process, and emergency contacts.
- Enforce the lease consistently. For violations, document facts, send the required notice, and follow state cure periods. Avoid retaliation.
- Fair housing: apply the same rules to all residents. A reasonable accommodation request triggers an interactive process; do not ask about disability details beyond what is needed.
- Renewal: start early, often 60 to 90 days before expiration, review market rent and retention risk, make a written offer, and document the response.
- Move-out: schedule the inspection, itemize deposit deductions, and return the deposit within the statutory deadline.
Worked example
A resident pays $1,200; market rent is $1,275. A renewal at $1,240 keeps the resident. Turn cost is $2,500 plus 30 days of vacancy at $1,275, or about $3,775. Renewing at $1,240 gains $40 per month, or $480 per year, and avoids the turn cost. Even when market rent is higher, retention is usually the better financial choice unless the resident is a chronic lease violator.
Traps
Do not enforce rules selectively. Do not discuss a resident's medical condition. Do not send a notice without checking state law and lease language. Do not miss deposit deadlines; penalties are common. Do not confuse a service animal with a pet.