impact

FREQUENTLY ASKED QUESTIONS (FAQs)

LEASING APPOINTMENTS:

    • Do you accept section 8 or or a similar Voucher?
    • You can tell caller “usually not, if this property is an exception, it will be noted in the advertisement”. You can then offer to give them our website address or check our website yourself to see if the specific property advertisement allows section 8 is accepted or not.  You can then tell them “this property does not (or does) accept section 8”. If they don’t ask for a specific property, find out which specific property the caller is interested in. 
    • If caller asks if the owner might consider making an exception you can tell them, “unfortunately not, the owner has already decided they will not accept section 8” 
    • If the caller just asks in general whether we have a property that accepts section 8, say politely “usually not, but you will have to look at our list of properties on our website if you would like to confirm for yourself” 
    • You may provide our website: < www.haywardpm.com > so that they can check the complete and updated list of the properties available under HPM 
    • What are the utilities included in the rent?
    • Tell the caller, “all the information I have is listed on our website. Would you like our website address?” If no information about utilities is listed, you can tell them, “if no information is listed, then usually tenant is responsible for all utilities.” 
    • Commonly, the caller will ask if the owner will pay for the garbage and water. Only state what is listed in the overview 
    • What is the square feet measurement of the property?
    • You can tell the caller, “If that information is not provided, you can try to look it up online on the website www.Zillow.com or you will have to visit the property in person. The only information we have is the information provided in the advertisement.” 
    • Are there going to be other people in the showing? 
    • Yes. It is going to be an open house showing, meaning there  may be other interested parties who will also attend the appointment 
    • Should I go first to an open house showing before I apply?

 

  • You can say to the caller, “Yes, you can apply, but we will be unable to approve your application until each adult has viewed the property in person.” 
  • Do I have to bring any documents with me when I go to the open house showing? 
  • No. Since our application processing is done online, all the required documents should be attached to the online application that will be sent to us. 
  • What are your basic requirements? 
  • For documentary requirements, we need a clear photocopy of an official government ID (i.e. driver’s license, passport)
  • If you have a job, we need copies of 2 most recent pay stubs.
  • If you are a business owner or self-employed, kindly submit 2 most recent tax returns,  particularly FORM 1040 showing your annual adjusted gross income
  • Other requirements include 5 years of rental history
    • If the applicant has no prior rental history, ask them to kindly clarify why this is via email
  • I have a pet. Is that allowed on the property? 
  • Usually not if the advertisement states “No Pets”. However, some owners may make an acceptation if you offer to pay more deposit (i.e. double deposit) and additional rent (i.e. $100 extra monthly). Please submit what you would like to offer by email to “apps@haywardpm.com” if you would like make such an offer.
  • IMPORTANT NOTE: FOR SERVICE DOGS 
    • In the US, there is a difference between a “pet” animal and a “service” or “companion” animal. By law all landlords must accept service animals or companion animals. (Do not volunteer this information to callers unless they ask specifically about COMPANION animals or SERVICE animals. If the callers asks if we would accept a companion dog or animal or a service dog or animal, the answer is always “YES”.
  • My credit is low. Is there a required credit score for your rental application?
  • You can tell caller, “Owners are looking for a score above a 650. However, sometimes the owner is willing to work with a person depending on the situation if they are willing to pay more deposit or rent.  If you know you know you have special situation, you can send us an email with your offer to pay more deposit or rent and we can ask the owner on your behalf” (then send email to leasing@haywardpm.com) 
  • Do you accept co-signers? 
  • No, but if you just have the other person apply with you as a tenant, we will take their information into consideration. 
  • How long does it usually take before we hear the decision from the owner 
  • It usually takes about 3-5 days from the time after ALL DOCUMENTATION IS SUBMITTED AND AFTER EACH ADULT WHO WILL BE LIVING THERE HAS SUBMITTED THEIR APPLICATION.

It also depends on how quickly your references reply to our requests. You can help speed things up by contacting your references ahead of time and asking them to provide written referrals.

  • I am already here at the property and I have an appointment but no one’s here yet. What should I do? 
  • First, ask the caller what time his/her appointment is scheduled 
  • Clarify if the person scheduled the appointment with us or he did it through our website.
    • If the person scheduled appointment through our website, then his name will not appear on our tracker
  • If the person said that he scheduled the appointment with us, ask for his name and contact number. Look at our tracker if the date and time of the appointment is correct
    • If the name is not on our record, ask the caller if the appointment was set by someone else because there are instances that the person who scheduled the appointment is different from the person who will actually go to the property. Be aware of this situation.
  • Next, ask what time did he or she arrive at the property. If the caller arrived almost 10-15 minutes later than the scheduled appointment, explain to him/her that there is a possibility that our showing agent had already left. 
  • If the caller came on time, ask if he/she have tried to knock on the door of the property. The showing agent might arrive earlier and is waiting inside the unit. 
  •  Take their name and number and text and email Philippe and/or Matt
  • If the person was not able to reach the showing agent and called us back, get the name and the contact number of the person. Tell him that we will call him back once we clarify the situation.
    • Call Ronel and inform him about the situation
    • If unable to reach Ronel, call Philippe
    • If both Ronel and Philippe are unable, try to call Matt

NOTE: Whatever the situation may be, always inform Matt through email about this type of cases

  • If the issue has not been resolved and the caller seems to be upset and frustrated about the situation, humbly ask for an apology and offer him to reschedule the appointment 
  • Any inquiry about JACKSON ARMS APARTMENT: 
  • Please ask them text the manager at 415-203-1997 to schedule an appointment 
  • If they don’t want to text Matt, ask for their name and number and email Matt to call them at matt@haywardpm.com

APPLICATION PROCESSING:

For rental verification:

  • If the applicant has no other rental history due to certain reasons: 
  • ask the applicant to clarify it by sending or responding to the request email we send daily 
  • If the applicant listed an address where he/she is living or had lived with his/her family: 
  • this will not be counted as a rental history. Place N/A both on the tracker and management summary 
  • If the applicant owns the property he/she has listed: 
  • Verify the information using the NETR Property Data Store (Public Records)
  • Website address? Login credentials? 
      • If the public records shows a different name of owner, ask the applicant to submit a clear proof of ownership for the said property
  • If the property listed as rental history is also under Hayward Property Management: 
  • We don’t need to call Matt or Philippe to do the rental verification. We can simply inform them by leaving a note on the management summary we send to them. 
  • If the property manager/landlord/owner cannot recognize the applicant: 
  • Always let the applicant know about the situation by sending him/her an email. If the applicant cannot clarify it, then it will not be counted as rental history

For Employment Verification:

  • If the company does not accept electronic signature and requests for an actual signature from the applicant for their consent: 
  • First, call the applicant and inform him/her that we will be sending him/her a copy of the consent. 
  • Ask the applicant to print the copy of the consent and sign it legibly. Once the document is signed, ask the applicant to send it back to us. 
  • Fax the signed consent to the company in order to proceed with the employment verification 
  • If the company uses an online employment verification service which usually has a fee: 
  • Be reminded that we do not perform employment verification if it charges a fee. Usually, these online services require an employment number. If this is the case, simply place a note on the tracker and on the management summary that the verification has a fee

For Calculating Income:

  • If the applicant receives his/her salary directly as a cash from his/her employer and has no other document to send: 
    • Anytime a customer/applicant asks if they can do something that is not typical or standard, you can tell them something like:
  • “Well, it is better if you have (the standard required document), but send us the best documentation you have and the owner will take it into consideration.” 
    • If they don’t have any documentation, you can ask them for a letter explaining the situation. And tell them:
  • “It is the owner’s final decision, but in general the more documentation you can provide the better, but in the end, it is the owner’s decision. We can not make any promises that you will be approved. The choice is yours, but we will take all things into consideration.” 
    • If at anytime, you feel someone pressuring you for an answer you don’t have or demanding or have strong resistance to paying for the application, IF THEY DID NOT PAY ALREADY, you can tell them:
  • “if you are worried you will not be approved, it may be safer for you not to apply” (in sales, this is called the “take away” close) 
  • If the applicant has bank statements only: 
  • Examine the bank statements. It should show a consistent deposit of the income that the applicant stated. Otherwise, it will not be considered. The amount of the deposit may vary, but the description should be clear and the same. 
  • The applicant has not started yet with his job. Is OFFER LETTER acceptable? 
  • Yes. Offer Letters are considered as long as it contains the important details such as the name of the company, name of the applicant, the date when the employment will commence, the offered monthly wage as well as the total annual earning 
  • Use the Offer Letter to verify the income of the applicant. Only the amount written on the document will be considered as Verified Income 
  • The applicant has no work, but his/her parents are applying with him/her. Is this allowed? 
  • Yes. Individuals who do not have any source of income at all are allowed to send their application as long as their co-applicants, whether they are related to each other or not, can cover the required income of the property they are applying to 
  • The Year-to-Date income of the applicant seems inaccurate. Why is this so? 
  • One reason could be the time when the applicant started working in the company. In calculating the income of the applicant using YTD, we need the number of months since the employment started.
      • For example, if the applicant submitted a September pay stub, we normally divide the YTD over 9 because this is the number of months since the beginning of the year. However, if it is verified that the applicant started working only since April, then the YTD should be divided into 5 so that we can get a more accurate figure. (Since, April-September = 5 months)
  • If this is the case, we resort to using the formula of Hourly Rate in calculating the income

General Situations:

  • If the applicant requests a copy of their Credit Report: 
  • Open the Tenant Credit Report from the applicant’s AppFolio. Ctrl +P and change to print PDF file. Thus is saved to the computer. Send the copy of the credit report to the applicant who requested 
  • IMPORTANT: We only send credit report INDIVIDUALLY. Which means a credit report must be submitted only to its owner. 
  • How to refund an application: 
  • Go to the Appfolio of the applicant. On the “Screening Report” section of the profile, click “Refund”. After this, it will initiate a refund of the $40 application fee

NOTE: Refunding an application requires a valid reason. We do not initiate refund UNLESS ADVISED BY PHILIPPE OR MATT. In situations where the applicant said that he/she wants a refund, we need to consult Philippe and Matt first before making any decision.

  • When a caller needs to talk to Philippe or Matt: 
  • We do not give the contact number of Philippe and Matt especially if the matter is not urgent. We always give first their email address and encourage the caller to send them a formal email about their concern.
  • How to transfer application to another property when an applicant is denied for his/her initial application: 
  • First, the intention of the applicant should be clear in transferring their application to another property 
  • Transferring of application is applicable only to the properties under Hayward Property Management 
  • The VALIDITY OF A SINGLE APPLICATION IS FOR 60 DAYS. If an applicant got denied within 60 days since the day we receive the application, he is allowed to choose another property from HPM where he can transfer his application to. 
  • For a clear record, the applicant must email us with the complete detail of his intention to transfer his application including the address of the property he wants to transfer to. 
  • Once everything is clarified, change the address on the applicant’s Appfolio. The management summary should also be updated.
    • REMINDER: Do not forget to change the qualifying income. It varies from one property to another. This is crucial as it may define whether the applicant will get accepted or not.
  • Send the updated Management Summary to Philippe