The agent and the owner concur in the belief that good tenant-management relations will form the base upon which a good overall management program can be made effective. It is clear to the agent and the owner that all major management functions depend, to some degree, upon good relations between tenant and landlord. The owner and the agent are further aware that the tenant-landlord relationship has historically been one of society's most inequitable and uneasy relationships, both from a legal and social point of view. The owner and its agent are convinced that any changes in this state of affairs, especially in the subject property, will be found only by somehow equalizing the tenant-landlord relationship.

To this end, the owner, acting through the agent, will encourage the development of a strong tenant organization in the project. The agent would prefer that the tenant organization be developed and assisted under some other auspices than its own, so as to insure that the tenant organization would be independent of management. The agent would prefer to deal with an independent tenant organization—one which felt free and strong enough to speak its grievances honestly and one which was regarded as an equal partner in the management of the project. If an outside agency cannot be found to organize the tenants, however, then the agent will perform that function using its own staff.

In order for the tenant organization to be a viable entity, capable of participating with the agent in the betterment of the project, it must be well-informed as to the operation of the project. It must understand the FHA subsidy and insurance program under which the project operates. It must be informed of the financial constraints affecting the project and the nonprofit nature of the mortgagor. The agent intends that the tenant organization have access to such information, so that it will understand that policies regarding rent collection, security deposits, maintenance, etc. are necessary and not simply arbitrary.

The agent, acting through its resident manager, intends to establish a pattern of regular meetings with the tenant organization to discuss matters of mutual concern. The resident manager will be responsive to tenant requests, and if such requests cannot be met, tenants will be informed of the reasons. Despite the fact that HUD regulations currently prohibit tenant participation of the owner's board of directors the agent is hopeful that open communication between the agent and the tenant organization will involve tenants in the decision-making process on a de facto, if not de jure, basis.

Individual tenant requests will generally be presented by the tenant to the resident manager. A written record of such requests will generally be made—especially in the areas of maintenance requests and requests for deferred payment of rent. Such requests will be handled promptly in accordance with procedures outlined in the maintenance section of this management plan. In the instance of tenant complaints regarding the activities of other tenants, the resident manager will attempt to arbitrate such disputes in a fair and expeditious manner which serves the best interests of the entire tenant group.

Once an application for tenancy is approved by HUD and the resident manager, the tenant will be invited to meet with the resident manager, for the purpose of reviewing and signing a lease and arranging a move-in. The resident manager will require that all adults who will occupy the unit be present at this meeting. During this meeting, the resident manager will review all provisions of the lease agreement with the tenant, including any rules and regulations which might be made a part of the lease. Of primary concern during this conference will be an adequate understanding of the rent collection policies, proper maintenance of the unit, and the consumption of utilities. The lease will be signed by the resident manager and the tenant, and both parties will receive executed copies. The resident manager will then accompany the tenants to the apartment unit in which they will reside for a thorough inspection and explanation. An inspection of the "as is" condition of the unit will be made by the tenant and resident manager, notations will be made regarding those maintenance items to be repaired and both the tenant and the resident manager will sign the inspection report indicating their agreement regarding the condition of the unit at the time of move-in, so that there will be no questions at the time the tenant vacates the unit whether damages were caused by the tenant or were preexisting conditions. Both the resident manager and the tenant will retain copies of this inspection report.

At the time of tenant move-in, the resident manager will offer whatever assistance he can to facilitate the tenant's move. In addition, he will explain fully to the tenant the use of all utilities in the unit. Further, the resident manager will explain the availability of social services and referrals to the tenant.

The agent recognizes the need for adequate grievance procedures for tenants. The owner is familiar with the HUD circulars dealing with leases and grievance procedures. A grievance procedure acceptable to HUD, owner, management agent and tenant group will be devised.