Handling Tenant Problems and Legal Notices
When a tenant situation escalates beyond routine maintenance or rent issues, staff must follow a consistent process that protects PPM, the owner, and the tenant's legal rights. This SOP covers the most common escalation scenarios.
Systems involved: Buildium, JustCall, Slack, LeadSimple [transitional]
Types of Tenant Problems
Non-payment of rent — rent not received by the 5th
Lease violations — unauthorized occupants, pets, subletting, property damage, noise complaints
Legal notices received — court summons, housing code violations, health department notices
Tenant complaints about habitability — tenant claims unit is uninhabitable
Tenant-on-tenant disputes — conflicts between residents in multi-family units
Non-Payment of Rent
After the 5th, pull the delinquency report in Buildium: Accounting → Reports → Delinquency Report
For each delinquent tenant, attempt contact via JustCall (call and SMS)
Log all contact attempts in Buildium under Residents → [Name] → Notes
If no response or payment by the 10th, escalate to Dan for decision on notice issuance
Notices (Pay or Quit, etc.) must be prepared by or reviewed by an attorney before service. Do not issue legal notices without authorization.
[Automation target: Admin Agent — Delinquency Monitor runs daily at 8AM, posts delinquency summary to #chat-ai-admin and escalates persistent cases to #exec-decisions]
Lease Violations
Document the violation with specifics: date observed, nature of violation, evidence (photos if applicable)
Log the violation in Buildium: Residents → [Name] → Notes
Send a written notice to the tenant via email (JustCall or email) and post a copy to their Buildium record
For first offense: issue a Cure or Quit notice (attorney review required)
For repeat violations: escalate to Dan for eviction decision
Attorney review is required before any formal legal notice is issued. Never send a Cure or Quit, Pay or Quit, or Unconditional Quit notice without legal review.
Receiving Legal Notices
If PPM or a property owner receives a legal notice (housing court summons, code enforcement violation, health department notice):
Photograph and log the notice immediately
Email a copy to Dan at [email protected] same day
Note the response deadline — NJ housing court notices are time-sensitive
Do not respond to the issuing agency or court without Dan's direction
Dan will engage legal counsel as needed
Habitability Complaints
If a tenant claims their unit is uninhabitable (no heat, mold, pest infestation, structural issue):
Treat as high priority regardless of whether the claim seems valid
Dispatch an inspection within 24 hours — log in Buildium as an Emergency or Urgent work order
Document findings with photos and notes in the work order
Notify the owner
If the condition is legitimate, initiate repairs immediately
If a tenant withholds rent citing habitability, escalate to Dan immediately — do not issue a late fee or notice without legal review
Documentation Standard
All tenant problems must be documented in Buildium under the resident's Notes before any action is taken. Good notes include: the date, what was observed or reported, who was contacted, what was communicated, and the outcome. This record is essential if the matter proceeds to court.
When to Escalate to Dan
Any situation involving a potential eviction
Receipt of any legal notice or court filing
A tenant threatening legal action or contacting a government agency
Any habitability dispute where the tenant is withholding rent
Fair housing complaint or allegation of discrimination
When in doubt, escalate. Do not attempt to resolve legal matters independently.