Calendar icon February 6, 2023

How to Get Rid of Indoor Odors & Bad Smells

Got a foul odor in your home? You've come to the right place.

Do you ever walk into your home and get hit by an extremely unpleasant scent? If you do, and you don't have a pet skunk, you can look to indoor odors as the source. We promise you there are SAFE ways to reduce or eliminate odors in your home. It's essential to attack the odors head on, rather than mask them with candles or spray. If you need a quick fix to make your home smell fresher, here are some tips:

  • Change your air filter(s) on a regular schedule. The air in your home cycles through your air filter(s) multiple times per day. If your filter is not clogged or saturated, it will do a great job of capturing contaminants and pollutants that can make your home stink.
  • Simmer a bowl of vinegar on the stove. This neutralizes odors rather than masking them, like burning vanilla or cinnamon do.
  • Steam clean soft surfaces like drapes, curtains, and sofas. These items often get neglected in the cleaning process. Steam cleaning them is effective at eliminating dirt, dust, and, most importantly, odors.
  • Deodorize your stinkiest rooms by placing a mixture of 3-parts water, 10 drops of citrus oil, and 1-part vodka in a decorative bowl. This is especially effective in rooms with strong foot or body odors like mudrooms and laundry rooms.
  • If you, anyone that lives in your home, or any of your guests/visitors smoke, do so outdoors. We cannot stress this enough. Do. Not. Smoke. In. Your. Home. Cigarette smoke clings to all porous surfaces, including walls.
  • Pets can add all sorts of smells to a home. Keeping up with their hygiene will go a long way in keeping your house smelling fresh.
  • If you have a garbage disposal, avoid discarding carrot, onion, or potato peelings down it. Not only can they block up your disposal, but they cause a horrible stink when they begin to decay.
  • Often times, your garbage can will begin to stink. A simple fix for this is washing it out with white vinegar and water to eliminate any leftover odors.
  • If your laundry basket is filled with stinky clothes, consider sprinkling some washing soda onto the pile until you get around to doing the laundry, as this will neutralize the smells.

Those are some of the basic things you can do to freshen up the scent in your home. Now, if you feel like you may need even more information on how to eliminate home odors, we’ve got you covered. Here’s a complete guide to all things indoor odors and how to deodorize your home:

  • What is an indoor odor?
  • Dangerous odors
  • Why does my room smell?
  • How to get rid of home odors
  • Clean your cleaning supplies
  • Using an odor eliminator
  • Maintain your pet’s hygiene
  • Wash laundry
  • Ventilate
  • Keep flooring and surfaces clean
  • Clean your kitchen
  • Keep your bathroom clean
  • Change your air filter

What is an indoor odor?

An odor that's inside, duh. Ok, this is a true statement, but there's actually more to it because science, ya know. Some odors are caused by low levels of volatile organic compounds (VOCs) in the air that humans can detect. A VOC is a chemical that can turn into vapor in room temperature conditions, and can potentially be harmful at certain levels.

Dangerous odors

First things first, if you notice any of these smells, it may be a sign of something more serious:

Fishy smell or burning rubber smell

This could be a sign of an electrical wiring malfunction somewhere in your home. The first place to look would either be appliances, a wall switch, or an outlet. If you do find that the smell is coming from your home's electrical wiring, it would be best to call an electrician. If the burning smell is strong and you can't find the source, we would recommend leaving the house and calling 911 in case there is an electrical fire in your home.

Sulfur or rotten egg smell

Typically, if you're smelling either of these odors, it's a sign of a gas leak in your home. The best thing to do in this situation is to leave your home, call 911, and then call your gas provider so that they can send someone over to fix the leak ASAP.

Musty smell

Mold is usually the culprit behind musty smells in your home. Most of the time, you should be able to handle mold on your own, but if it does turn out to be more of a problem, professional help may be necessary. How do you get rid of the musty smell in the house? Tackle the mold, of course. If you're looking for ideas on how to remove mold from carpet, look no further than this link right here.

Why does my room smell?

There are a lot of different reasons to ask "why does my room smell?" Here are a few different sources or indoor odors that you should investigate first:

  • Pets
  • Mold
  • Dirty clothes
  • Carpets
  • Kitchen
  • Bathroom

How to get rid of home odors

How are we going to get rid of these odors? Well, the answer isn't buying several different air fresheners and setting out a huge bowl of potpourri, although a little potpourri never hurts. Instead of deodorizing a room using air fresheners that release chemicals into the air and only mask odors, we want to remove odors at the source. You might ask, how do we do that? Look no further, we've got nine tips coming right at you to help remove indoor odors in your home.

Clean your cleaning supplies

Before you tackle those odors, make sure the supplies you use are free from odors themselves.

If the same sponge you used in February is still sitting beside your sink, it's probably a good idea to find a replacement. Depending on usage, sponges should be replaced at a minimum of once a month to ensure that you're not cleaning your dishes with unwanted bacteria. To make sponges last longer, run them through the sanitize cycle in your dishwasher to temporary stop bacterial growth.

Biodegradable sponges are also a more environmentally-friendly option!

Towels can also smell pretty bad if they're left damp for too long. Make sure towels are laid out to dry after use, so mildew doesn't have a chance to grow. If your towels do smell like mildew, throw them in the washing machine with either one cup of white vinegar or one cup of baking soda, no detergent necessary. We recommend washing towels once a week to make sure they always smell fresh and never need to go through the vinegar or baking soda treatment.

Lastly, keep regularly replacing the bag or emptying out the canister in your vacuum cleaner to keep it on the nice smell list. Rinsing it out with soap and water should also help remove some of the dirt that it has been collecting over time. Blockages from hair or fur should also be cleared out. If your vacuum has an air filter, make sure to follow the manufacturer's cleaning guidelines!

Use an odor eliminator

There are plenty of things you probably already have in your home that can naturally clear odors from the air. Some of the best odor eliminators are coffee grounds, tea, vinegar, oats, and baking soda. Leaving a bowl of any of these odor absorbers out in a room that's due for a little freshening up will help clear out the less-than-pleasant smells from the air.

Baking soda is probably one of the most useful tools in eliminating odors from your home. Instead of masking odors like air fresheners and candles, baking soda absorbs and neutralizes them. It has a reputation for being one of the best carpet deodorizers. Sprinkling it across any carpeted areas and allowing it to sit there for a few hours will have your carpet smelling fresher in no time.

Another place you should put baking soda? On your mattress! Your mattress is a trap for sweat, dirt, and dead skin. Definitely not the ideal things to sniff while trying to fall asleep. Just let it sit for several hours, then vacuum it up, and voila, you have many future better smelling nights of sleep ahead of you. Mattress covers are also great at keeping your mattress from collecting all of that nasty stuff. Especially if you have allergies, mattress covers can be a savior.

Pet accidents? Baking soda's got your back there too. Here's how to eliminate urine odor from your carpet:

  1. First, place a layer of paper towels down on top of the wet spot.
  2. Then add a layer of newspaper to absorb as much of the urine as possible.
  3. Next, sprinkle about ¼ cup of baking soda evenly over the affected area, and let it sit out for awhile. Overnight or around 8 hours would work, but the longer it's left out, the more effective it will be.
  4. After the baking soda has had time to neutralize the odor, vacuum it all up.

Baking soda and vacuuming is also effective in neutralizing odors from your pet’s bed.

An alternative to this method would be to mix together one cup of vinegar, one cup of water, and two tablespoons of baking soda. If you have a spray bottle, use that to spritz the urine stain with this mixture. Bam! Odor removed.

Maintain your pet’s hygiene

We know you love your fur babies, but their odors? Not so much. It's important to maintain your pet's hygiene to keep them and your home smelling fresh. Bathing your pets once a month should be the minimum, but a more ideal timeline would involve scheduling a bath for every one or two weeks. Yes, if they cooperate, cats too (*shudder*). If you need help with this, consult our blog about reducing cat dander for some kitty bathing tips. Other grooming techniques include regular brushing and nail clipping. Especially if your pet spends time outdoors, their fur and nails can harbor dirt and other unpleasant things from the outside world that can contribute to home odors.

Your cat's litter box can also be the source of a less than pleasant stench. Make sure that you're scooping it out at least once a day. About once a month, you should more thoroughly clean the litter box. Soap and water should do the trick as the scent of harsher chemicals can cause your kitty to avoid using the litter box altogether. Since litter boxes are often scratched, creating an ideal home for bacterial colonies, aim to replace them annually.

Keep your cat’s litter box in a place in your home that is well-ventilated so that odors don’t intensify and can naturally dissipate.

Last but not least, don't forget about your small animals! Your guinea pigs, hamsters, and gerbils need their cage cleaned out at least once a week to keep their living environment clean and odor-free.

Wash laundry

Do you have a hamper overflowing with sweaty clothes somewhere in your home? If you do, it's probably time to get a load of laundry going. That hamper is a breeding ground for bacteria and all the unpleasant smells that come along with it.

Since there is a lot of moisture concentrated in laundry rooms, it is very easy for odors to become trapped in the room. To keep your washing machine smelling fresh and free from mildew and mold, keep the door open between uses. This is especially true for front-loading washing machines. When the door is closed, the humid and airtight environment is the ideal environment for mold growth. So, to clean out your washing machine, pour either one cup of white vinegar or one cup of bleach into it, and then run it for one full cycle.

A lot of newer washing machines will do the work for you with a self-cleaning function, but the vinegar or bleach still help. Be sure to pick one or the other and never mix vinegar and bleach, this creates a toxic chlorine gas. Never mix vinegar with any chlorine product to avoid creating this toxic gas, or actually just never mix chlorine with anything. That's probably your best bet.

We're also just going to go ahead and mention those shoes. You know the ones we're talking about, the shoes that you've worn every single day for the last 6 years and are practically glued to your feet at this point. We've all got 'em, and odors? They've all got 'em.

Even though shoes bring in dirt, allergens, and yes, even C. Diff and E. Coli, only half of Americans will take their shoes off inside their homes, and less than 25% will ask their guests to take them off. Leaving your shoes at the door will for sure help leave odors at the door as well.

A trip through the washing machine should be enough to have your shoes smelling fresh again, but first, a little baking soda might come in handy. Three tablespoons of baking soda in each shoe overnight should help to neutralize odors before washing them the next day. If your shoes are made from materials like leather or suede, or have embellishments, machine-washing them most likely isn't the best idea. We'd recommend spot cleaning these shoes with a damp cloth instead. Always use your best judgment, but we'd say most sneakers are typically safe to be thrown into the wash!

Wash shoes inside of a pillowcase so that laces don't get tangled, and throw in a load of towels as well to muffle any loud noises. Only air-dry sneakers, however, as the heat from a dryer could cause damage.

Try to limit wearing your shoes to every other day, and stuff newspaper inside to absorb any lingering moisture or odors.

Ventilate

Ventilate, ventilate, ventilate. Proper ventilation is vital in ensuring that odors don't intensify. Make sure that you're opening windows and using fans generously so that any odors don't remain stagnant in one place and can naturally dissipate. If it's pollen season or if you live in an area that has a lot of smog, windows should remain closed. Other than that, outdoor air quality is typically better than indoor air quality. That's why letting in outdoor air will improve both the air in your home and circulation. Special attention should be paid to the ventilation of the kitchen and the bathroom where odors have a tendency to accumulate.

Keep flooring and surfaces clean

Start off by dusting the surfaces in your home from the top down. For harder surfaces like shelves and cabinets, a damp cloth or duster works better to actually remove the dust instead of just moving it around to a different place. For walls and painted surfaces, a dry sponge will be more effective.

Next, make sure that you vacuum your home thoroughly. Vacuum it again. And again and again. Keep vacuuming. Vacuum until you can vacuum no more. How do you deodorize carpet? You vacuum. This is because carpets are a magnet for pet hair, dander, mold, dirt, and dust, none of which smell particularly rosy.

For hardwood floors, regular sweeping and mopping should be enough to keep them odor-free. If you do notice any particularly strong odors, mopping with one part vinegar and one part water should do the job.

Clean your kitchen

Kitchens are a major source of all the smells. Smells like bacon, freshly-baked cookies, oooh and homemade pizza...sorry got a little carried away there. Unfortunately, your kitchen doesn't always smell this good. Cooking smoke, spoiled food, an iffy-smelling dishwasher, and the garbage disposal could all be contributing to kitchen odors. So, how do you keep kitchen odors at bay?

The first place you'll want to keep an eye on is the fridge. Often times, food can spoil without you even knowing it! Make sure that you're keeping tabs on expiration dates and throwing out food accordingly to avoid discovering last Thanksgiving's mashed potatoes in January. Your nose will thank you. If your fridge smells, but there's no rotten food in sight, keeping an open container of baking soda in your fridge will do wonders to absorb the odor.

Leaving the exhaust fan on while cooking is a good way to keep the space well-ventilated and as odor-free as possible. Grease from cooking will typically spread to the stovetop, counters, floors, cupboards, lights, and other surfaces nearby. A good wipe-down with a natural cleaning solution should be enough to reduce grease buildup and resulting odors. Vinegar, like baking soda, is one of those products that just about cleans anything.

If you notice a funky scent coming from your dishwasher, the culprit is probably the food that can get trapped in your dishwasher's filter, causing odors to occur over time. Cleaning out the filter regularly with hot water and soap is one way to prevent this from happening. Now for the odor? Place one cup of white vinegar on the top shelf of the dishwasher and run it once on the hottest setting. Then leave the dishwasher open to air dry and minimize the scent of vinegar afterward. Adding a drop of your favorite essential oil into the vinegar before sending it through the dishwasher can also keep your dishwasher smelling fresher.

Now, on to the garbage disposal. Garbage disposal odors can be the result of food scraps that didn't grind properly and are starting to rot or even a buildup of bacteria. Don't worry, this is typical and pretty simple to get rid of. Just cut up a few lemon or orange slices and put them through the disposal. This also works with a cup full of baking soda and a cup full of vinegar as well.

If you find that your trash can also doesn’t emit the most pleasant odor out there, baking soda will be your savior once again. Among other things, baking soda holds the title for best trash can deodorizer. Just sprinkle some in either the can itself, or the liner, and a fragrance improvement will be well on its way. Washing your trash can with water and vinegar is also an alternative method.

Keep your bathroom clean

Some hot spots to hit here are toilets, sinks, and showers. Where there's water residue, there's always a chance of mold. Keep your toilet clean by cleaning it at least once a week with toilet bowl cleaner. Pouring half a cup of bleach or vinegar into the toilet, then letting it sit for around 30 minutes before flushing is another way to keep your toilet odor-free. You can clean sinks and showers with bleach, or to keep things more natural, you can use a paste made from baking soda, lemon juice, and vinegar.

Around once a month, pour a mixture of half a cup of vinegar and half a cup of baking soda down all drains. This will help to both neutralize odors and reduce clogging.

So how do you keep your home odor-free? Basically clean. Shouldn't be too hard. That's what kids are for, right?

Oh, wait. One more thing.

Change your air filter

Have you ever smelled an air filter before? AMAZING, better than lavender. Just kidding, we've actually never smelled an air filter before. Hold on one second.

ok, after further research, air filters smell like... air? Do with that tidbit what you will.

Anywho, regular air filter replacements are a necessity in keeping your home smelling nice and pretty. Your air filter traps all kinds of particles like dust, mold spores, and dander that would otherwise contribute to an unpleasant odor in your home. To keep your filter working as efficiently as possible, you should replace it at least every three months. If you think it's time for a replacement, we happen to deliver some super cool filters straight to your door.

Well, there you have it, our guide to indoor odor busting. Now go grab that baking soda and a bottle of vinegar, no odor will stand a chance against you. Oh, and don't forget to sign up and get your first shipment free!

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Why offer a tenant benefits package?

In the residential real estate sector, like everywhere else, residents and property investors alike are getting younger – and with this generational shift comes expectations for a certain level of convenience and support. To put it bluntly, today’s residents want their needs proactively anticipated. It’s something they're willing to pay (and stay) for. That’s where a tenant benefits package comes in. In this article, we’ll explore what a tenant benefit package is, how it improves the experience for both property managers and tenants, and crucial mistakes to avoid. Before we get into the details, we want to give a shoutout to our very own “Resident Benefits Package” – which is how we refer to the benefits comprised in the “tenant benefits package.” “Tenant” is not yet a legacy term, but we here at Second Nature are trying to evolve it. That’s because, in our experience, property managers work hard to make renters feel like they’re not just parties to a contract – they’re residents. On one hand, this is just humans being humans, but on the other hand, it also encourages them to invest in care for their new home and add value to the property. Ready to get started now? Build your Resident Benefits Package today. What is a tenant benefits package? A tenant benefits package is typically a bundle of services, conveniences, and provisions offered by a property manager on top of the basic lease agreement. They represent a triple-win situation for property managers, residents, and property owners, as they enhance the overall rental experience, generate additional income, and protect the real estate investment. It might include conveniences such as online monthly rent payment options, or portals for submitting maintenance requests and tracking their status. It could also include various financial perks, such as credit rating improvements that are contingent on on-time rental payments, or discounts on nearby services such as fitness centers. It might also include amenities ranging from move-in concierge or utility set-up services, to identity protection services, to HVAC filter delivery. The cost for resident benefits packages is typically included in the lease and added as a monthly fee, with the fee being dependent on the specific benefits. Indeed, the benefits contained in a tenant benefits package will vary depending on the property manager and the type of rental property. The overall goal is to provide tenants with an enhanced quality of life while simplifying the experience of renting. At Second Nature, we pioneered the only fully managed resident benefits package, in response to PMs who wanted to make their business stand out. Our RBP includes an array of services and supports for residents, from filter delivery to credit building to maintenance. Why should property managers offer a tenant benefits package? Beyond the triple-win considerations mentioned just above, there are compelling and concrete reasons why property managers should offer tenant benefit packages. We'll turn to these now. Ancillary revenue Some tenant benefit packages include optional services or add-ons that can generate additional revenue streams for the property manager. This might include things like renter insurance or HVAC filter delivery. Resident experience Tenant benefit packages deliver numerous savings and value to tenants, beyond the value they would get if they were obtaining the same benefits "à la carte." Additionally, by offering additional services and conveniences, benefit packages can make tenants feel valued and more satisfied with their living experience. For instance, maintenance hotline requests, tenant portals, and air filter replacements all make life easier. Add-on services like identity theft protection can offer a sense of security. And discounted renters insurance coverage, utility concierge services, or other perks can save tenants money. Decrease tenant turnover and vacancy rates In a competitive rental market, tenant benefit packages can be a major differentiator toward boosting retention rates and reducing vacancy rates. Properties that offer these packages can also attract a wider pool of qualified tenants, and potentially command higher rents. Note that certain benefits in the package, like online rent payments and maintenance requests, can automate tasks and free up the property manager's time. This allows them to focus on more value-added initiatives. How does the tenant benefits package improve the tenant experience? Tenant benefit packages can significantly improve tenant satisfaction in several ways, by making life easier, more convenient, and potentially more affordable. For instance, if an online portal (a baseline feature for most property management software) is included for rent payments and maintenance issues and requests, this eliminates the hassle of writing checks or waiting on hold to speak with someone about a clogged drain. In other words, tenants have the peace of mind of knowing they can manage their tenancy 24/7 from the comfort of their own devices. Some packages might include features like filter delivery services or regularly scheduled HVAC maintenance. This frees tenants from having to remember these tasks – and ensures their apartment is well-maintained. Certain packages might also offer "verified vendor" services – in other words, a vetted vendor network that can help provide a more secure feeling to residents when service providers are on-site. On the financial side of things, a benefits package might offer discounts with local suppliers for various goods and services, or on a renters insurance policy obtained through the property manager (with applicable waivers for residents who have their own insurance). This can save tenants money on a necessary expense. Some packages also help residents with their credit scores via credit reporting and credit building services, so they can transition from renting to home buying when the time is right. The idea is that the credit reporting program reports on-time rent payments automatically to all credit bureaus, helping residents build their credit simply by paying their rent on time. Some benefit packages include resident rewards programs that represent a powerful and positive incentive for on-time rent payments, including gift cards or cash. As far as living perks go, packages sometimes include added benefits such as access to fitness centers or community events. This provides tenants with additional spaces to relax, socialize, or stay healthy. Packages can include security deposit alternatives that serve to provide a means for residents to be financially liable for damages without having to pay a significant lump sum upfront, such as pure insurance, surety bonds, and ACH authorization programs. Ultimately, tenant benefit packages create a more professional and responsive image for the property management company, which helps tenants feel valued and allows them to experience a smoother, more stress-free rental experience. What are the mistakes to avoid when offering tenant benefits packages? Property management companies should take care to avoid certain pitfalls when implementing tenant benefit packages to ensure they are providing true value to tenants as well as delivering profitability to the PM company itself. For instance, it's important to ensure that the services you're offering are actually relevant to your target renters. For example, young professionals might appreciate discounts on gym memberships, while families might prefer pet-sitting services. You should also take care to clearly communicate what's included and not included in the package to new residents. Don't oversell the benefits – focus on how they genuinely improve the living experience. It's also very important to set realistic expectations for response times on standard maintenance requests, emergency maintenance requests, or virtual concierge services. Likewise, be clear on all available payment methods, as well as rent due dates, late fee structures, and any associated payment processing fees. If your package includes services from third-party vendors, ensure that these vendors are reputable and reliable. Research their customer service record and responsiveness to ensure a smooth partnership and a positive experience for tenants. Above all, regularly monitor the usage of different benefits within your benefits package. This can help you refine your offerings and ensure you're not spending where spending is not required. Looking for a Resident Benefits Package? If you’re looking for a “plug and play” resident benefits package, Second Nature’s RBP is the way to go. Designed to be easy to implement and simple to use, all the services it includes are managed by Second Nature – which means there’s no day-to-day upkeep required from the property manager: Second Nature keeps it running. It’s a simple way to grow your business and create great experiences that residents will pay and stay for. Learn more about our fully-managed Resident Benefits Package.

Calendar icon April 2, 2024

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10 Steps to Onboard New Tenants

For property management companies, new tenant onboarding represents a cornerstone of the "Triple Win" philosophy we advocate here at Second Nature. That's because an optimal process benefits all parties. First, a smooth onboarding experience fosters tenant satisfaction and delivers winning conditions for a positive tenant relationship with their new home. It recognizes their role as property residents rather than transactional entities, and sets a positive tone for their experience with the property. It also demonstrates professionalism and competence on the part of the property management company, which not only boosts your brand, but also enhances your ability to attract potential tenants in the future. Finally, it protects the real estate property owner: Clear communication of lease terms, expectations, and maintenance procedures helps reduce the risk of issues such as late payments, property damage, or misunderstandings. But how do you actually optimize the onboarding process? Today we'll look at standardized procedures you should implement to ensure consistency and a positive outcome for all. Note on language: "Tenant onboarding” is an industry term used from time to time. But we here at Second Nature are trying to evolve the word "tenant." We’ve seen the incredible work property managers do day in and day out to make renters feel like they’re so much more than just a tenant – they’re residents. Making renters feel like residents isn’t just philosophical, it also encourages them to invest in care for their home and add value to the property. This is why, at Second Nature, we prefer to call tenants “residents.” Like you, we think of them as people first – making your property their home. 1. Run background checks, collect and verify all tenant information The onboarding process starts with thorough tenant screening and background checks on prospective renters. The process of ensuring the accuracy of tenant information can be time-consuming, so this is where you will realize the greatest efficiencies as you optimize the process. Start by leveraging screening and credit check/credit score service providers to assess a tenant's financial responsibility and ability to meet rent payments, as well as identifying any prior evictions or tenancy issues. Criminal background checks, run in accordance with fair housing laws and anti-discriminatory practices, can uncover potential red flags that may represent risks to the property or other tenants. You should also use standardized application forms that clearly request information such as: full legal name, contact details, and date of birth employment information and income verification (via recent paystubs or employer contact details) previous rental history, including contact details of prior landlords emergency contact information Directly contact previous landlords and employers to confirm details provided by the prospective tenant, and verify the government-issued photo ID (driver's license or passport) they supply to confirm their identity. Consider offering an online application portal where tenants can submit their information and upload documents securely. This allows for faster processing and reduces manual data entry (and therefore reduces the risk of errors). Again, ensure that all screening processes comply with fair housing laws to avoid discrimination based on protected characteristics. 2. Explain the lease and sign the agreement It's critical for all parties that you be transparent and clear about lease terms. To achieve this clarity in a repeatable, standardized way, consider structuring the process as four distinct stages: (i) Pre-signing review Schedule a dedicated time with the tenant to review the lease agreement. In the agreement itself, it's important to use clear, concise, plain language that avoids legal jargon. Explain each clause, addressing key points like rent amount and due date, security deposit details and return policy, allowed usage of the property and any restrictions (such as pets or modifications), maintenance responsibilities of both the tenant and the property manager, and termination clauses/notice periods. (ii) Addressing concerns After the pre-signing review, proactively invite questions and address any areas of confusion or concern. Have supplementary materials and any other necessary information readily at hand, such as property manuals or tenant handbooks. (iii) Lease signing process Consider offering the option of secure e-signatures for a convenient and efficient signing experience, but do ensure readily available hard copies of the lease for traditional in-person signing preferences. (iv) Post-signing follow-up: Present tenants with a signed copy of the lease agreement for their reference. At that point, you should outline the next steps, such as payment details (more on that below) move-in date and procedures, utility setup details, and contact information for maintenance requests or emergencies. 3. Collect payments and security deposits An efficient tenant onboarding process will prioritize secure and convenient methods for tenants to submit their security deposit and rent payments. Naturally, this starts and ends with clear communication. If you have not covered this in the context of the lease agreement, do so now: Clearly outline all available payment methods, as well as rent due dates, late fee structures, and any associated payment processing fees. It's helpful to provide flexible payment methods. Options include secure online portals (whether hosted on your site or by a third-party payment processing provider) that allow tenants to pay using debit cards, credit cards, or e-transfers. This option presents multiple advantages, including automatic recurring rent collection, online receipt for all transactions, and a record of payment history for easy reference. You can also offer the option for direct bank transfers between the tenant's account and the accounts of your property management company. For technology-averse tenants, you may find it necessary to offer traditional payment methods such as cashier's checks or money orders, which provide a secure way for tenants to submit payments without the risk of personal check bounces. When it comes to security deposit handling, compliance is key. You must adhere to all local and state regulations regarding security deposit amounts, holding periods, and interest accrual (if applicable). It's helpful to hold security deposits in a separate account designated solely for this purpose. This demonstrates transparency and protects tenant funds. 4. Share copies of electricity and gas safety certificates While some regulations require property managers to make electricity and gas safety certificates available on request, in certain jurisdictions, the property management company may be legally obliged to provide them during the onboarding process. Always consult with local regulations and ensure compliance to avoid any legal issues. In any case, by proactively providing copies of safety certificates, clearly explaining their purpose, and maintaining proper records, property management companies demonstrate a commitment to tenant safety and uphold a high standard of professionalism. This fosters trust and transparency throughout the tenancy. While the certificates indicate overall the electrical and gas safety of your rental property, as well as any potential hazards, emphasize the tenant's responsibility to report any observed issues or concerns promptly. 5. Schedule move-in To efficiently schedule the move-in, inquire about the tenant's preferred move-in date and time frame during the lease agreement signing process. If you're offering a few available move-in windows, strive to accommodate their preferred date and time, as this demonstrates your commitment to tenant satisfaction. If the tenant's preferred date is unavailable, propose options that minimize disruption, such as an earlier or later move-in time within the same day. Once a mutually agreeable move-in date and time are established, send a confirmation email or document outlining the details as well as a move-in checklist. Note that Second Nature includes a move-in concierge as part of its Resident Benefit Program. 6. Prepare the property for move-in day The onboarding process culminates in a meticulously prepared property for the tenant's arrival. Start by conducting a pre-move-in inspection and cleaning. This covers the entire property, including: Floors, windows, and all surfaces. Appliances Bathrooms and kitchens Ensure that all smoke and carbon monoxide detectors are operational, and have fresh batteries. Also, address any outstanding maintenance or repair requests, and verify that all applicable utilities are functioning properly. You'll want to take any meter readings in the presence of the tenant during the move-in process. Consider providing small "welcome amenities'' (toilet paper, tissues, light bulbs, and so on), as well as a welcome packet that includes contact details, important property information, trash collection schedules), and emergency procedures. Such gestures foster a sense that the property is being managed with care. 7. Deliver keys and share property manager contact information While the process of delivering keys and sharing contact information may seem trivial, it's an excellent occasion for once again demonstrating your professionalism and care for the property. First, coordinate a convenient time for the tenant to pick up their keys. This can occur during a move-in walkthrough or previously. Consider offering flexible options for key collection, such as collection of keys from the property management office, or secure drop-off at the property, if this is feasible. Maintain a record of the specific keys issued to the tenant. If the property utilizes key fobs or electronic access systems, ensure the tenant receives proper instructions and activation procedures. As far as contact information goes, provide the tenant with various contact methods, including any dedicated phone lines for tenant inquiries and maintenance requests, email addresses for non-urgent communication, and access to an online tenant portal (if applicable) for rent payments, maintenance requests, and communication. If you have not already done so, outline your operating hours and response timeframe for inquiries and maintenance requests. Provide a separate after-hours emergency contact number for urgent situations. 8. Leave a welcome message, card, or gift pack for the tenant While not essential, incorporating a personalized touch during the onboarding process can significantly enhance the tenant's experience. For instance, a brief handwritten note left at the property upon move-in adds a personal touch, as does a warm welcome email. Such a message can express that the tenant has chosen your property, offer availability to answer questions, and reiterate important contact details for the tenant's reference. Professional greeting cards with similar messages are also an effective way of enhancing your brand, particularly when co-branded with local restaurants and grocery stores to offer discounts or coupons. Another option consists of gift packs containing small, practical items such as basic toiletries, coffee/tea/baked goods, or cleaning supplies. Ensure that any message, card, or gift reflects a professional tone and avoids overly personal greetings. 9. Follow up after one week with the onboarded tenant to get feedback An optimal onboarding process extends beyond the initial move-in. Following up with the resident after a week demonstrates your company's attentiveness and professionalism, and goes a long way toward boosting retention rates. Schedule a follow-up call or email approximately one week after the tenant has settled in (at which point they will have become well acquainted with the property). A call allows for a more personal touch and enables the tenant to voice any concerns directly, while an email gives them the flexibility to respond at their convenience, as well as providing a written record of the communication. Sample wording might go along the lines of: "I hope you're settling in well at [property address/name]. Is there anything we can help you with?" or "We hope everything is going smoothly after your move-in last week. Do you have any questions or concerns we can address?" Remind the tenant of the various contact methods available for the property management company, and address any raised concerns promptly to demonstrate your willingness to assist in resolving issues. You may also wish to consider incorporating a brief tenant satisfaction survey into the follow-up e-mail, if you've chosen this approach. This can provide valuable insights into areas where the onboarding process can be further improved. 10. Schedule periodic rental inspections with the tenant A crucial aspect of responsible property management involves conducting periodic inspections. Here's a professional approach to scheduling these inspections while fostering a positive relationship with the resident. Clear communication is paramount. It's important that you outline the frequency and purpose of inspections within the lease agreement, and explain the rationale behind inspections, emphasizing property maintenance and ensuring tenant safety. Of course, you'll reserve the right to conduct immediate inspections in case of emergencies or suspected violations of the lease agreement. However, prioritize informing the tenant whenever possible, and always adhere to local and state regulations regarding the frequency and notification requirements for rental inspections. Before scheduling an inspection, provide ample written notice. This allows residents to prepare the property and minimizes disruption. As necessary, work with the tenant to find a mutually agreeable date and time for the inspection. Allow the tenant to be present during the inspection, and limit the inspection to the essential aspects, avoiding intrusion into personal belongings (download our rental inspection checklist to ensure you’re covering all the bases). Then, provide the tenant with a copy of the inspection report, highlighting any findings or maintenance needs. Final thoughts Remember, an onboarding process is not just a series of steps; it's a tool to enhance communication, establish expectations, and create a positive resident experience. Our top recommendation for ensuring a world-class resident experience is to build a resident benefits program. Second Nature has pioneered the only fully managed Resident Benefits Package for single-family property managers. Learn more about resident experience management in our State of Resident Experience Report, or explore the benefits of a Resident Benefits Package.

Calendar icon March 20, 2024

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