Clark Street Property Management

Standard Operating Procedures

This document outlines the standardized processes for Clark Street Property Management to ensure efficient operations, compliance, and tenant satisfaction.

Document Maintenance

  • Update all links, contacts, and document templates biannually
  • Confirm all SOP steps adhere to latest legal and company policies
  • Review with management team quarterly

1. Property List & Key Links

Full Property List

Google Spreadsheet

REO/Section 8 Payment Reconciliation

Section 8 Payments Document

Maintenance Book

Maintenance Book PDF

2. Entry & Utilities

Entry Instructions for All Units

Entry Instructions Sheet

Utilities (Gas, Electric, Water, Sewer)

Utilities SOP Document

3. Rental & Leasing Process

A. Pre-Marketing Preparation

  1. Advertise Early: List units to generate a pool of prospects before they're ready for showing.
  2. Property Punch List: Assign to John Sidari. Complete detailed inspection and photo documentation.
  3. Security: Install mobile motion sensors (Joan Moran responsible).
  4. Rehab/Repairs: Conduct all fixes per Rehab SOP.
    Confirm all items on the punch list are resolved before cleaning and professional photography.

B. Move-In Procedures

After Approvals:

  • Sign and send lease via DocuSign
  • Onboard tenant in AppFolio:
    • Enter application, convert to tenant, upload documents
    • Add rent/security deposit/last month's rent to ledger
  • Utilities:
    • All tenants transfer utility accounts to their name
    • Record account numbers in lease

Required SMS Reminders:

  1. Portal setup & rent payment process
  2. Alternate payment options at partner locations
  3. Reminder to return key and confirm possession

Update tenant status and property list, notify key teams, deactivate listing ads, and handle security system removal.

4. Advertising Vacant Units

SHOWDIGS Self-Showings Guide

SHOWDIGS Guide
Get unique Showdigs showing link per property: Monosnap Example
Manual self showing video tutorial: Loom Video

AffordableHousing.com Listing

Listing Guide
Creating new listings: Preview Example

Facebook Marketplace

Use Leasa Homes account. Post in these FB groups:

When sharing entry instructions into email: Edit Example

Zillow/Craigslist

  • Respond quickly to inquiries
  • Add all prospects to HighLevel (HL) and follow up using bulk SMS/email

Application for Subsidized Housing (Section 8, EDEN)

  • Follow strict guidelines for eligible tenant vouchers
  • Daily communication with organizations (EDEN Owner PDF)

5. Applicant Screening & Vetting

  1. Application Submission: Use DocuSign for rental applications. SMS people when we send them DocuSign: "Please check your email from DocuSign, and fill out the online application on your phone or computer"
  2. Background Check:
  3. Employment Verification:
  4. Landlord Reference: Prioritize previous landlord's feedback. If no previous landlord, ask current landlord and verify property ownership via County Records

Approval & Next Steps

  • Present top income applicants to Nick
  • After approval, coordinate lease signing and payment schedules
  • Schedule move-in date and update all systems

6. Move-In Workflow

Pre-Move-In Requirements

  1. Property Inspection: Complete inspection and punch list (Assign to John Sidari)
  2. Documentation: Take photos of every room, attic, basement, roof, gutters
  3. Systems Check: Test furnace, hot water, windows, doors, faucets
  4. Security: Install lockbox
  5. Cleaning: Deep clean and clear all debris
  6. System Updates: Update all relevant sheets and platforms (AppFolio, HL, REO, etc.)

Utility Transfer Process

  • All Tenants: Transfer gas and electric
  • Single Family Homes: Also transfer water and sewer
  • Record: Add utility account numbers to lease using Sejda.com PDF editor
Before you move in, please call the following Utilities and transfer service to your name and text us the account numbers for our records: Dominion Ohio gas: (800) 362-7557 Illuminating Company electric: 800-589-3101 Cleveland Water: 216-664-3130

Payment Collection

  • Section 8 Tenants: Security Deposit only
  • Private Tenants: 1st and last month rent + security deposit
  • Timing: Collect all required payments before move-in
  • Method: Through AppFolio tenant portal

Complete Move-In Checklist

1
Lease Execution via DocuSign
Lease was just emailed to you via Docusign. Fill it out on your phone or computer and let me know when finished ok?
2
AppFolio Setup & Charges
  • Add monthly rent, security deposit, last month's rent to ledger
  • Use correct GL accounts
  • Convert guest card to tenant status
  • Add FolioGuard renters insurance
  • Attach executed lease and photo ID
3
Utility Account Confirmation

Add utility account numbers into lease agreement using Sejda.com PDF editor

4
Tenant Orientation & App Setup
SMS 1: Please install the "Online Portal by Appfolio" App on your phone, and create your private login, and pay rent via Appfolio / Appfolio payslips ONLY! Never pay rent any other way. There are many scams out there!!
SMS 2: You can also pay rent with cash at Walmart, 7-11, or CVS, and they will scan it so you can pay! Login to Appfolio, and find the electronic cash Pay Slip by navigating to the Payments tab, then clicking Download Payslip from the Electronic Cash Payments block.
5
Key Handover & Move-In Authorization
Hey we have great news - you guys can start moving in! Two things: 1) Property Management will take care of you from here on out. They are at 216 400 5698 PLEASE SAVE. 2) Take the keys from the lockbox and make copies for you, and text us when you return the original keys to the lockbox ok?
6
Final Steps
  • Create contact in Property Management HL
  • Security system removal (Joan Moran)
  • Update REO sheet with tenant info
  • Disable all advertising platforms
  • Move address to tenant list in Grass Cut List
  • Set 5% late fee policy for property

7. Move-Out Workflow

  • Update Appfolio status to "Past Tenant"
  • Conduct move-out inspection (with tenant if possible)
  • Document property condition, collect photos
  • Arrange for junk removal as required
  • Deduct damages from deposit; issue return within 30 days
  • Confirm compliance with 60-day notice policy

8. Financial Transactions & Reminders

Rent Collection Process

  • Due Date: On or before the 1st
  • Late Fee: 5% of rent per property policy
  • Payment Confirmation SMS: Send when rent is received
  • HL Campaign: Remove "Rent Reminder" if paid by 1st
Thank you for paying your monthly rent. Remember rent is due "on or before the 1st" or it is considered late which is a lease violation. Are there any issues with the unit?

AppFolio Charge Management

During Move-In:
  • Go to "Lease Details" step
  • Under "Move In Charges," enter security deposit
  • Add last month's rent charge
  • Use appropriate GL accounts
After Move-In:
  • Go to "Accounting" > "Receivables"
  • Select "Enter a Charge"
  • Enter separate charges for deposits

Section 8 (CMHA/EDEN) Payment Process

  • Follow individual contract and reporting guidelines
  • 5th of Month: CMHA Section 8 Payments to RECONCILE with AF monthly
  • Section 8 Payments Document

EDEN Organization Emails

Dosorio@edencle.org
kflowers@edencle.org
Jpenland@edencle.org
aclayton@edencle.org
nparker@edencle.org

Non-Eden Organization Emails

blocktblock@murtistaylor.org
Sarah.Coy@va.gov
Sarah.Thompson18@va.gov
lpratt@cuyahogamobility.org
DToro@stepforwardtoday.org
Newbolden92@gmail.com
MWelchans@jfsa-cleveland.org
bglass@brendaglasstraumacenter.org
hcvp@ncoasthousing.org
BGoldsby@chnhousingpartners.org

9. Maintenance & Vendor Management

  • Vendor SOPs and New Contractor Guidelines
  • All contractors paid post-completion; no exceptions for up-front payment. If a contractor insists on payment before giving bids, inform them this is not our process. If they persist, consult Nick about block listing.
  • Enter contractor details in both HL and Contractor Sheet. Ask what type of work they like to do; record in HL notes and contractor sheet notes.
  • New Contractor SOP: "If you have doubts about working with us, we have reviews online. Check us out! Cleveland Real Estate Group (our flipping company) on Google, Facebook, and our website. We pay for work performed, not work to be performed, and can pay daily."

10. Legal, Compliance, and Insurance

  • Eviction Process: Refer to tenant lease and relevant court filings.
    PPHA Policy: Must have court filing paperwork prior to putting HAP payments on hold. 3 to 30-days notice not accepted. Returned HAP payments not accepted without court filing paperwork. Assistance Check mandatory for owners by 01/01/2023.
    See: PPHA Landlord Portal
  • Inspection Standards:
    • Carbon monoxide detectors required within 10 feet outside bedroom or sleeping area. Non-compliance is emergency failure. Effective Dec 27, 2022.
    • Smoke detector rules enforced per latest HUD/PPHA regs
  • Rental Registration SOP
  • Rent Increases:
  • Insurance Claims: Online Claim Filing
    844-788-0873, contactus@msimga.com
    Filing Renter's Insurance Claims: MSIMGA Portal
  • End Management for Sold Properties:
    • Go to property page, click task End Management
    • Add Management End Date
    • Disable online payments and end recurring charges
    • Check for unpaid management fees, bills, work orders
    • Transfer/release deposits and prepayments
    • Send remaining funds and final reports to owner
    • Hide the property

11. Appendix: Guides, Contacts, and Forms

Entry & Lockbox

Entry Instructions always include Admin, Vendor, Shackle code.
Update entry access/guide and coordinate with contractor for install.

Key SM Platforms

Bulk Communications

  • HighLevel for SMS (see SOP for bulk SMS instructions)
  • Gmail for bulk email (BCC all). Bulk Email Tutorial
Fax: Use Gmail to send to 1(fax#)@send.myfax.com. Example: 8663143517@send.myfax.com. Faxes received as PDFs in Gmail.

Court Payments

Cleveland Municipal Court Payment Portal
Instructions: Click "Look Up My Case", I Accept, Make Payments. Use ALL CAPS for case number. No spaces. Mastercard, Visa, Discover accepted. Each case must be paid separately.

12. SMS Templates & Communication

Tenant Communication Templates

DocuSign Application Notification

Please check your email from DocuSign, and fill out the online application on your phone or computer

Rent Payment Confirmation

Thank you for paying your monthly rent. Remember rent is due "on or before the 1st" or it is considered late which is a lease violation. Are there any issues with the unit?

Note: Remove "Rent Reminder" Campaign from their HL contact if paid by the 1st.

Utility Transfer Instructions

Before you move in, please call the following Utilities and transfer service to your name and text us the account numbers for our records: Dominion Ohio gas: (800) 362-7557 Illuminating Company electric: 800-589-3101 Cleveland Water: 216-664-3130

Note: All tenants transfer gas and electric. Single family home tenants also transfer water and sewer.

AppFolio Setup Instructions

SMS 1: Please install the "Online Portal by Appfolio" App on your phone, and create your private login, and pay rent via Appfolio / Appfolio payslips ONLY! Never pay rent any other way. There are many scams out there!!
SMS 2: You can also pay rent with cash at Walmart, 7-11, or CVS, and they will scan it so you can pay! Login to Appfolio, and find the electronic cash Pay Slip by navigating to the Payments tab, then clicking Download Payslip from the Electronic Cash Payments block. Alternatively, you may find your payslip as an attachment in your Shared Document tab. Print the payslip, and use it pay at the participating locations.

Move-In Authorization

Hey we have great news - you guys can start moving in! Two things: 1) Property Management will take care of you from here on out. They are at 216 400 5698 PLEASE SAVE. 2) Take the keys from the lockbox and make copies for you, and text us when you return the original keys to the lockbox ok?

Lease Signing Notification

Lease was just emailed to you via Docusign. Fill it out on your phone or computer and let me know when finished ok?

RFTA Move-In Packet

We just emailed you the RFTA Move In Packet via DocuSign. Please fill this out today to avoid delays.

Contractor Communication Templates

New Contractor Introduction

If you have doubts about working with us, we have reviews online. Check us out! Cleveland Real Estate Group (our flipping company) on Google: https://maps.app.goo.gl/MvNVmngkxLaYsciG8, Facebook: https://Facebook.com/clevelandrealestategroup, and our website: https://clevelandrealestategroup.com. We pay for work performed, not work to be performed, and can pay daily.

Work Type Inquiry

What type of work do you guys like to do? (Answer goes in HL notes and contractor sheet notes)

13. Detailed Procedures & Workflows

Complete Unit Turnover SOP

OVERVIEW: Run through ALL SOPs and get it rented ASAP!

  1. Advertise Early: List units to generate a pool of prospects before they're ready for showing.
  2. Property Inspection & Punch List:
    • IMMEDIATELY contact John Sidari to get inside and make a full Punch List
    • Take photos of every room, every part of the unit interior and exterior
    • Include attic, basement, roof, and gutters
    • Test the furnace and hot water
    • Check all windows, doors, and faucets for defects
    • Install a lockbox
  3. Security Installation: IMMEDIATELY install mobile motion sensor security system to avoid break-ins! (Joan Moran installs, in HL)
  4. Follow Rehab SOP: Complete all repairs until no issues are left
    Hey John, can you check off on every single issue that was in the PL at (ADDRESS HERE), and look for new issues we may have missed so it's perfect to show tenants, before we do a deep clean and get professional photos?
  5. Final Steps:
    • Deep Clean the unit and pickup all exterior debris
    • Professional photography
    • Begin advertising process

Comprehensive Advertising Workflow

Section 8 Tenants (AffordableHousing.com)

  1. Respond to Messages: Reply to all messages in inbox, bulk email through AH. Include link to listing.
  2. Boost Listings: Even if not showing yet, build a base of prospects.
  3. Filter Applicants: Open APPLICANTS TAB, sort by INCOME, copy all applicant email addresses above 60% match & over $1,000/mo income.
  4. Add to HighLevel: Save applicants as "(unit name) applicant" like "John Doe Willard Up Applicant".
  5. Email Prospects: Contact tenants last online MAX 6 days ago.
Facebook Groups for Posting:

EDEN (Government Subsidy)

  1. Fill out New Listing PDF for Eden, email to address at top of PDF
  2. EMAIL ORGS DAILY from clarkstreetscreening@gmail.com
  3. Include affordablehousing property PREVIEW links and showing instructions
EDEN Email Addresses:

Dosorio@edencle.org, kflowers@edencle.org, Jpenland@edencle.org, aclayton@edencle.org, nparker@edencle.org

Non-Eden Organizations:

blocktblock@murtistaylor.org, Sarah.Coy@va.gov, Sarah.Thompson18@va.gov, lpratt@cuyahogamobility.org, DToro@stepforwardtoday.org, Newbolden92@gmail.com, MWelchans@jfsa-cleveland.org, bglass@brendaglasstraumacenter.org, hcvp@ncoasthousing.org, BGoldsby@chnhousingpartners.org

Private Tenants (Zillow, Craigslist)

  • AppFolio Syndication: Use AppFolio to syndicate across Zillow, Trulia, Hotpads, etc.
  • Zillow Management: Check messages daily, respond quickly, add inquiries to HL
  • Craigslist: Post with 10 photos (kitchen, bed, bath, finished basement if available)
  • Facebook Marketplace: Post in Cleveland area

Complete Application & Vetting Process

Application Submission Process

  1. Send application via DocuSign with full name and email address
  2. SMS notification: "Please check your email from DocuSign, and fill out the online application on your phone or computer"
  3. Start new Slack thread for each tenant with full name, background check, and previous landlord remarks
  4. Get photos of valid IDs and drop in Slack

Verification Steps

  1. Previous Landlord Reference: Prioritize previous landlord feedback over current landlord
  2. Background Check: Run for all adult applicants, upload results to Slack
  3. Employment Verification: Use employment verification form, gather 2 months' pay stubs
  4. Property Ownership Verification: Use County Records if no previous landlord

Approval Process

  • Present top 3 income applicants to Nick
  • After approval, coordinate lease signing and payment schedules
  • Schedule move-in date and update all systems