Renewal Q&A

Renewal Q & A-Unusual Situations How to correct an expired Renewal Offer: Q: Why can’t I renew a resident in Onesite? When I go to the Renew/Go MTM tab my only selection option is MTM. A: The renewal offer is expired. To confirm, go to the “Generate Renewal Offer” tab. If the offer is expired the offer valid date will be a past date. Q: How do I correct this? A: There are two scenarios which you will need to correct an invalid renewal offer date. If the resident has electronically accepted the renewal offer (you will know this is the case if the “Generate renewal” page is in read only mode) follow these steps. The Community Manager will then go to the “Renew/GoMtM” tab and enable all offers. Next go to the “Generate Renewal” tab and update the offer valid date to the current date. Complete the renewal process. The renewal offer is expired but has not been accepted by the resident. Got to the “Generate Renewal” tab. Clear all offers. Generate a new offer and confirm the offer valid date is the current date. Send the offer from the Generate Renewal tab to the Resident to accept. Once the Resident has accepted the offer, signed the documents, and the packet is approved. Complete the renewal process. How to Renew a Resident with a signed lease from a past date: Q: The resident signed the renewal documents. Why are they showing MtM in Onesite? A: The resident was not renewed in Onesite before the current lease expired. Q: Onesite will not let me backdate the renewal start date when generating the renewal offer, therefore how do I renew them? A: Generate a renewal offer starting with today’s date, ending the same date as the signed renewal lease, and with the same rental rate as the signed renewal lease. Renew the resident in Onesite. Once renewed the Community Manager will need to change the lease start date to match the signed renewal lease under the summary section in the Resident screen. See below. Manually generating the Renewal Lease: (The Renewal process is automated. The team should only manually generate the lease if there is a system error.) Q: When I generate the renewal lease it has the wrong rental rate and lease dates. (It is reflecting the current lease information) How do I fix this? A: This means the lease has been generated from the wrong location. Never generate renewal documents by going directly to the documents tab. You must access the documents through the “Renew/GoMtM” tab for the correct lease information to generate. See below. To correct this issue the documents must be removed from the packet so that they can be generated correctly. Check the box next to the document(s), more, then remove the document from packet. Access the renewal packet through the documents section in the bottom left corner of the “Renew/Go MtM” tab. Make sure the correct renewal term is selected. Access the renewal packet through the documents section in the bottom left corner of the “Renew/Go MtM” tab. Make sure the correct renewal term is selected.