Tenant Checklist Move in

Standard Operating Procedure: Tenant Move-In Operations & Verification

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

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1. Executive Summary & Scope

1.1 Scope

This Standard Operating Procedure (SOP) defines the mandatory, end-to-end operational protocol for executing a commercial or residential tenant move-in at all Template Registry-managed assets. This procedure governs the transition of legal possession, physical keys/access control credentials, utility verification, and baseline space condition auditing.

1.2 Regulatory & Institutional Standards

Operations executed under this SOP must strictly comply with:

• Local Landlord-Tenant statutes and municipal habitability codes.
• The Americans with Disabilities Act (ADA) structural access requirements.
• Template Registry Asset Management Quality Framework (TR-AMQF-v4).
• Occupational Safety and Health Administration (OSHA) general industry standards during physical walkthroughs.

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2. Prerequisites & Tool Requirements

Prior to initiating Phase 1 of this procedure, operations personnel must secure the following tools, credentials, and compliance clearances:

• Software Access: Yardi Voyager / RealPage Enterprise PMS, Enterprise Access Control Management System (ACMS), Template Registry Maintenance Portal.
• Hardware/Equipment: High-definition mobile device or digital tablet (for photographic documentation), laser measure, Bluetooth-enabled moisture meter, standard toolkit (screwdrivers, hex keys for adjustment checks).
• Physical Items: Tamper-evident key tags, master key sets (if applicable), Welcome Packet collateral, physical copy of executed Lease Agreement.
• Certifications/PPE: OSHA 10-Hour General Industry certification (for facility staff), High-visibility safety vest, closed-toe footwear, steel-toed boots (industrial assets).

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3. Roles & Responsibilities (RACI Matrix Table)

• Responsible (R): The role that performs the activity.
• Accountable (A): The sole role with final approval and fiduciary ownership.
• Consulted (C): Roles providing vital subject-matter input.
• Informed (I): Roles updated on operational status.

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4. Step-by-Step Operational Procedure

Phase 1: Pre-Move-In Financial & Administrative Verification (T-7 to T-2 Days)

• 1.1 Verify in Yardi Voyager that all move-in funds (security deposit, prorated first month's rent, execution fees) are fully cleared via ACH or certified funds. Do not release keys on pending or unverified funds.
• 1.2 Confirm receipt of active tenant liability insurance certificate naming Template Registry LLC as additional insured, matching lease requirements.
• 1.3 Verify utility transfer confirmation numbers. Ensure electric, gas, and water accounts are scheduled to transition to the tenant's name effective precisely at 00:00 hours on the lease commencement date.

Phase 2: Final Make-Ready Inspection (T-1 Day)

• 2.1 Facilities Technician (FT) executes the baseline turnover punch-list, validating HVAC filter replacement, appliance functionality, and surface deep-cleaning.
• 2.2 Program physical/electronic access credentials (key fobs, RFID cards, PIN codes) into the ACMS. Test credentials on perimeter doors and designated elevator/amenity zones.
• 2.3 Affix tamper-evident seals to emergency egress hardware and inspect life safety systems (smoke detectors, sprinkler clearance zones, carbon monoxide monitors).

Phase 3: Tenant Orientation & Physical Condition Walkthrough (Day of Move-In)

• 3.1 Greet the tenant at the scheduled time. Verify government-issued photo identification against the executed lease agreement authorized occupants list.
• 3.2 Initiate the Joint Move-In Inspection Form via the digital template registry app. Systematically document room-by-room condition across the following parameters:
  • Wall and baseboard integrity (note any scuffs, gouges, or unapproved paint).
  • Flooring surface conditions (carpet wear, hardwood scratching, tile grout integrity).
  • Window and door operation (latches, locks, seals, weather-stripping).
  • Plumbing fixtures (water pressure, drainage speed, absence of under-sink leaks).
  • Electrical systems (outlet voltage checks, light switch operation, GFCI reset functionality).
• 3.3 Capture high-resolution digital photographs of any pre-existing blemishes, attaching them directly to the digital inspection report via timestamped metadata.
• 3.4 Secure the tenant's digital or physical signature on the completed Move-In Inspection Report, explicitly confirming agreement on baseline condition.

Phase 4: System Handover & Closeout (Post-Walkthrough)

• 4.1 Issue physical keys, programmed fobs, and the digital Welcome Packet (containing emergency egress maps, trash/recycling schedules, and portal login credentials).
• 4.2 Log all access credential serial numbers and assignment records into the ACMS database.
• 4.3 Update unit status in Yardi Voyager from "Vacant-Ready" to "Occupied," triggering automated billing and operational status updates across department dashboards.
• 4.4 File the executed inspection report, insurance certificate, and ID verification logs within the tenant’s permanent digital asset management folder.

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5. Quality Assurance & Verification Criteria

Operations are audited against the following institutional benchmarks to ensure compliance:

• Zero-Defect Financial Audit: 100% of move-in revenue reconciled prior to key handoff. Any discrepancy halts the process.
• Condition Report Latency: Move-in inspection reports must be fully uploaded and signed off within 4 hours of the physical walkthrough completion.
• Access Control Accuracy: 0% failure rate on programmed key fobs/credentials during initial testing.
• Tolerances:
  • Ambient room temperature at walkthrough: Between 68°F (20°C) and 74°F (23°C).
  • Plumbing static water pressure: Between 40 PSI and 80 PSI.

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6. Practical Troubleshooting Scenarios

Scenario A: Move-in Funds Unverified / Rejected ACH at Walkthrough

• Immediate Corrective Action:
  1. Do not release keys or access credentials under any circumstances.
  2. Immediately notify the Community Manager (CM) and Accounting Department (ACC).
  3. Inform the tenant professionally: "Our system indicates funds have not yet cleared. We cannot release keys until the designated ledger balance reads zero. We can assist you in processing an immediate wire transfer or certified payment right now."
  4. If payment cannot be resolved within 2 hours, reschedule the move-in orientation per lease default clauses.

Scenario B: Pre-Existing Maintenance Defect Discovered During Walkthrough

• Immediate Corrective Action:
  1. Document the defect via high-definition photography and record it explicitly on the Move-In Inspection Form.
  2. Assess severity: If the defect impacts habitability or structural security (e.g., inoperable entry lock, major plumbing leak), dispatch an emergency Facilities Technician immediately to resolve it within 2 hours.
  3. If cosmetic, note it as pre-existing so the tenant is not billed upon future move-out, and generate a standard work order with a 48-hour resolution window.
  4. Proceed with key handover only if life-safety and security are uncompromised.

Scenario C: Tenant Fails to Appear for Scheduled Move-In Window

• Immediate Corrective Action:
  1. At T+30 minutes past the scheduled appointment time, attempt contact via phone, SMS, and email.
  2. Hold the unit status and prevent any automated alterations to billing.
  3. At T+2 hours with zero communication from the tenant, log a "No-Show" status in the PMS, notify the CM, and dispatch a physical check of the unit perimeter to ensure no unauthorized occupancy attempts were made.
  4. Issue a formal rescheduled appointment notice via certified email.