Move-out Process

This article will walk you through the move-out process.

Table of Contents

How to Trigger a Move-out Deal

A move-out deal can be triggered in the following ways:

  • Most common is when the Owner, Tenant, or management does not want to renew the lease. In which case the renewal deal is closed and a move-out deal is populated. See this workflow for details. 
  • Management can trigger a move-out deal via the Tenant's contact page. Under Tenant Automations, there are a variety of different move-out types. 
  • If management brings on a new property that is vacant. Management can trigger a move-out deal via the company page under Company Automation>New Property Move-outs Deal. -Workflow

When a Move-out Deal is Created

Once a move-out deal is triggered a task is populated to format the deal correctly. -Worflow1 -Workflow2

NOTE: If a move-out deal is in the 'New Move Out' stage longer than two days, a task will trigger for the supervisor.

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Once the formatting task has been completed a task will populate to select the move-out type. Reference this workflow to better understand the importance of selecting the correct move-out type. 

If the move-out type is any of the following atask will populate to update the deal stage to 'Pre-Move Out.'

  • Delivered End of Term
  • Eviction
  • Abandonment
  • Settlement Agreement

If the move-out type is any of the following a task will populate to update the deal stage to 'Waiting for Notice.'

  • Notice to Vacate (aka 30 day notice needed)
  • Sell of Contract
    • If the move-out type is Sell of Contract a task will populate for the property manager to add a fee to the Tenants ledger. 

If the move-out type is a New Property, the following task will populate to Create a Unit Turn via Appfolio and Schedule the inspection.

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When The Deal Stage is Waiting for Notice

The only time a deal should be in the 'Waiting for Notice' stage is when the move-out type is NTV or Sell of Contract. A task will populate to send the move-out notice to the Tenants. When this task is complete, the deal stage will automatically update to 'Pre-Move Out.'  Reference this workflow. 

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When The Deal Stage is Pre-Move Out

Several things take place when a move-out deal is in the 'Pre-Move Out' stage. 

If the move-out type is anything besides a New Property- workfolw

  1. Tenants will receive an email with move-out instructions 4 days before their move out date. The Owner's will received a text reminder that they have an upcoming move out. Reference these workflows. 
    1. Workflow1
    2. Workflow2
  2. A task is triggered for the deal owner to start the move-out flow in Appfolio.
    1. Once the move-out flow has been started and the deal owner has completed their task a new task is triggered to confirm the inspection date as well as trigger a set of tasks for fellow teammates to complete. 
      1. The front desk will be prompted to schedule the key return. The property managers will be prompted to pull a codebox for the inspection. The deal owner will be prompted to pause any Second Nature filter deliveries. Lastly, the team member that will be splitting the inspection will be flagged to keep an eye out for the inspection.
  1. A Leasing Deal is populated for the Leasing Coordinator. 
  2. A ticket is populated for the Utility Coordinator. They are responsible for ensuring that the utilities are not shut off after the Tenant moves out. 
  3. A CMA ticket is populated for the property managers. 
    NOTE: This ticket will NOT populate if the 12Portfolio or  12Site Manager properties are left empty on the associated Company page. 
    -Reference this workflow
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If the move-out type is New Property - workflow

  1. The deal owner will have a task triggered for them giving them a set of instructions on how to create a unit turn via Appfolio and schedule the New Property Inspection.
  2. A Leasing Deal is populated for the Leasing Coordinator. 
  3. A CMA ticket is populated for the property managers. 
    NOTE: This ticket will NOT populate if the 12Portfolio or  12Site Manager properties are left empty on the associated Company page. 
    -Reference this workflow
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When the Deal Stage is Inspection Review 

If you see a deal in the 'Inspection Review' stage, that means that the move outs assistant manually updated the deal stage based of their specific task from the 'Pre-Move Out' stage.

When the deal is in the 'Inspection Review' Stage a ticket is populated to split the inspection. A task will populate one day later for the deal owner to confirm that the inspection was received and is being split in a timely manner. If the deal owner doesn't complete their task within one day, a task will populate for the supervisor to confirm things are moving along.

-Reference this workflow 

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After the inspection is split. The move outs assistant will update their ticket status to 'On-hold.' This triggers a task for the deal owner to review the inspection for accuracy. Once the inspection has been reviewed, any adjustments needed are made, and the 'split inspection' ticket status is complete, the deal stage will automatically update to 'Request/Waiting For Estimates.' Reference these workflows

  1. Workflow1
  2. Workflow2

When the Deal is in the Request/Waiting For Estimates Stage

A task is triggered for the deal owner when the deal stage is 'Request/Waiting For Estimates' to request estimates from the vendors.

  • Some of our Owners prefer to do repair work themselves of they may have a preferred vendor they'd rather use. In these cases, the deal owner would email the Owner our Turnover Expectations. This task includes instructions on how we assign work orders to our Owners. 
  • If we are completing the turnover work, this task will provide the deal owner with instruction on how to request the estimates. 

Once the estimates have been requested and the task has been completed a task will populate three days later for the deal owner. This task is to be recycled until all the estimates have been received.

  • A task will populate for the supervisor if this task is not completed by the deal owner within one day to ensure that things are moving along.

Another task is triggered for the deal owner to create the cleaning and carpet cleaning work order. The task notes will give the deal owner the instructions on how to create the applicable work orders and track the estimates. Once this task is completed, the deal stage will automatically update to 'Owner Review of Estimate.' 

  • Reference this workflow
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When the Deal Stage is Owner Review of Estimate

A task will populate for the property manager to check for sufficient funds and ask for Owner approval. The task will give the property manager instructions on how to calculate whether an Owner will need to make a contribution. 

  • If a contribution is needed, the property manager will email the Owner via the move-out deal using this template. 
  • If a contribution is NOT needed, the property manager will email the Owner via the move-out deal using this template. 

Once the Owner has been emailed and the task is complete, the Owner will receive a text to remind them to give us approval and make a contribution (if needed). If a deal is in this stage after a day, a task is triggered for the property manger to call the Owner to help things move along. 

  • In some cases, Owner's are not responsive. We have a legal responsibility to close the Tenant out and provide a deposit disposition to them within 30 days from when the keys were returned to management. There could also be an upcoming move in. We would want to accomplish as much as we to avoid delaying the move in.
  • If the manager is unsuccessful in getting Owner approval, the task instructions will advise them to see if there are sufficient funds to complete the Tenant responsibility items (repairs, cleaning, cc).

Reference this workflow

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When the Deal Stage is Turnover Work in Progress

A task is populated for the deal owner to schedule the turnover work orders and update the availability date if needed. If the availability date is updated, they will be prompted to make a note via the deal to update the Leasing coordinator and property managers.

Once this task is completed a follow up task is created for the deal owner to confirm the turnover work is schedule and being completed. This task should be recycled until all the work is complete and the unit is ready for a manager final walk-through. 

A ticket will populate for the property manager to schedule and complete a final walk through inspection. If the ticket is not completed or been updated in two days, a task will populate for the property manager supervisor to ensure things move along. A Task is also created for the property manager to determine if professional photos are needed. 

Once the Final Walk Through ticket is completed, the deal stage will automatically update to 'Move Out Accounting.'

Reference this workflow

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When the Deal Stage is Move Out Accounting

A ticket is populated for the CFO to review the move-out accounting and reach out to any vendors that haven't submitted their invoices. Once all the invoices are submitted they are responsible for completing the move-out accounting. 

When the accounting is complete, the CFO is responsible for selecting 'yes' or 'no under the 'Does the Tenant have a Remaining Balance?' tab on the move-out deal checklist. 

  • If yes, a ticket will populate to send the Tenants to collections and the deal stage will be updated to 'Move out Complete'
  • If no, the deal stage will  automatically update to 'Move out Complete'

Reference this workflow

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When the Deal Stage is Move-Out Canceled

When a deal is moved to this stage, a task will be triggered for the property manager to see if a renewal is needed. 

 

How to Split an Inspection

When a move-out deal is moved to the Inspection Review stage, a ticket is populated for the Maintenance Assistant to split the inspection. Within the ticket, you'd use the Move Out Inspection Split checklist on the left-hand side.

While the Maintenance Assistant is preparing to split the inspection, the Move-Out Coordinator will begin formatting the work order in Appfolio. Please reference the following video.
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Once the Maintenance Assistant is ready to split the inspection they will use the Move Out Inspection Split checklist on the left-hand side. Use this Split Inspection Document as a reference. 

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