Tenant Checklist for Moving in

STANDARD OPERATING PROCEDURE: TENANT MOVE-IN LIFECYCLE MANAGEMENT

Document ID: SOP-OPS-TR-402
Effective Date: October 24, 2023
Version: 3.2
Review Cadence: Semi-Annual
Target Audience: Property Operations Managers, Leasing Coordinators, Facilities Technicians, Tenant Success Representatives

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1. EXECUTIVE SUMMARY & SCOPE

1.1 Purpose

This Standard Operating Procedure (SOP) defines the institutional-grade operational parameters for executing commercial and high-density residential tenant move-ins within the Template Registry portfolio. It ensures zero-defect onboarding, legal compliance, physical asset protection, and systemic data synchronization across all property management interfaces.

1.2 Scope

This protocol governs the complete transition lifecycle from lease execution to post-move-in operational verification. It applies to all properties managed or owned by Template Registry, encompassing Class-A commercial spaces, multi-family residential complexes, and mixed-use facilities. Strict adherence to this document mitigates liability, prevents deferred maintenance disputes, and standardizes the tenant onboarding experience.

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2. PREREQUISITES & TOOL REQUIREMENTS

2.1 Software & System Access

• Property Management System (PMS): Yardi Voyager / RealPage Enterprise (Level 3 Administrative Write Access).
• Access Control & Security Platform: HID Safe / Kisi Access Management (Credential Provisioning Rights).
• Work Order & Facility Management: ServiceChannel / Dude Solutions (Dispatch Authorization).
• Secure Document Vault: DocuSign / Box Enterprise (Compliance Verification Access).

2.2 Hardware & Physical Tools

• High-Definition Digital Camera / Tablet for Condition Documentation.
• Laser Distance Meter (for square footage/clearance verification if required).
• Key/Fob Programming Enclosure and Blank Credentials.
• Standard PPE: High-visibility vest, steel-toed footwear (required during active loading dock supervision).

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3. ROLES & RESPONSIBILITIES (RACI MATRIX)

• Responsible (R): The role that performs the activity.
• Accountable (A): The role with final approval and fiduciary ownership.
• Consulted (C): The role providing advisory input.
• Informed (I): The role kept updated on progress.

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4. STEP-BY-STEP OPERATIONAL PROCEDURE

Phase 1: Pre-Move-In Administrative Verification (T-14 to T-7 Days)

• 1.1 Verify execution of the Lease Agreement, personal/corporate guaranties, and receipt of security deposit via the PMS document vault.
• 1.2 Confirm receipt of Certificate of Insurance (COI) matching lease-mandated liability limits ($1M/$2M commercial or standard renter's policy for residential), naming Template Registry as additionally insured.
• 1.3 Validate utility account transfer documentation (electricity, gas, water) showing active status in the tenant's name effective on or before the lease commencement date.
• 1.4 Input tenant demographic data, emergency contacts, and vehicle registration details into the PMS database.

Phase 2: Asset Readiness & Quality Control Inspection (T-5 to T-2 Days)

• 2.1 Dispatch Facilities Technician to execute the baseline Life-Safety and Mechanical Inspection (test smoke detectors, sprinkler clearances, HVAC setpoints, and emergency egress lighting).
• 2.2 Perform deep cleaning and surface sanitization; verify all punch-list items identified during pre-lease walkthroughs are fully resolved.
• 2.3 Program electronic access credentials (key fobs, RFID cards, intercom directories, and elevator destination controls) for authorized occupants.
• 2.4 Verify telecom/data cross-connects and fiber demarcations are active and patched correctly to the designated suite/unit.

Phase 3: Move-In Day Execution & Physical Handover (T-Day)

• 3.1 Conduct pre-occupancy joint inspection with the tenant using the digital Move-In Condition Report application.
• 3.2 Document baseline pre-existing cosmetic flaws (scuffs, minor drywall imperfections) with timestamped high-resolution photographs, obtaining tenant digital signature on the inspection report.
• 3.3 Issue physical keys, access credentials, and parking placards against the signed Access Control Issuance Log.
• 3.4 Review operational protocols with the tenant: loading dock reservations, freight elevator usage windows, waste disposal/recycling procedures, and after-hours emergency escalation contacts.

Phase 4: Post-Move-In Reconciliation (T+3 to T+7 Days)

• 4.1 Audit the PMS to ensure security deposit and first month's charges are fully reconciled and balanced.
• 4.2 Close out the onboarding work order ticket within ServiceChannel, confirming zero outstanding tenant-reported maintenance defects.
• 4.3 Send the automated "Welcome to Template Registry" digital welcome packet containing amenity booking links and property policies.

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5. QUALITY ASSURANCE & VERIFICATION CRITERIA

5.1 Audit Checklist

• Compliance Audit: 100% of tenant files must contain a verified COI and executed lease prior to physical key handover. No exceptions permitted without written waiver from the Director of Asset Management.
• Physical Audit: All life-safety devices (smoke/heat detectors, alarms) must pass operational self-test protocols documented via digital log.

5.2 Tolerance Thresholds & Acceptance Benchmarks

• Defect Resolution Window: Zero critical life-safety defects tolerated at handover. Cosmetic defects noted during the inspection must be cataloged within 24 hours.
• Access Provisioning Accuracy: 100% functional match between issued credentials and designated door access groups within the HID/Kisi system.

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6. PRACTICAL TROUBLESHOOTING SCENARIOS

Scenario A: Certificate of Insurance (COI) Non-Compliance on Move-In Day

• Trigger: Tenant arrives for key pickup, but the submitted COI lacks the required "Template Registry Additional Insured" endorsement or falls below mandated liability limits.
• Immediate Corrective Action Protocol:
  1. Halt key issuance and access credential activation immediately.
  2. Contact the tenant's insurance broker directly using the contact details on the binder; request an immediate, expedited endorsement amendment via email.
  3. If the broker is unreachable and insurance compliance cannot be established, offer temporary storage access for belongings while denying permanent residential/commercial occupancy until compliance is achieved. Document all communications in the PMS log.

Scenario B: Elevator or Loading Dock Scheduling Conflict

• Trigger: Two tenants attempt to utilize the sole commercial freight elevator simultaneously during overlapping move-in windows.
• Immediate Correcting Action Protocol:
  1. Review the central loading dock reservation calendar in the property operations portal.
  2. Enforce the master reservation schedule: the tenant with the pre-booked and confirmed time slot retains priority.
  3. Coordinate with the conflicting tenant to pivot to an available secondary window (e.g., evening shift or next-day morning), and dispatch a facilities representative to manage queue staging to prevent property damage or egress blockages.

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End of Standard Operating Procedure — SOP-OPS-TR-402