P.O. Box Commerce Court Gladwin, MI 48624

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1 Equal Housing Opportunity TDD: (800) P.O. Box Commerce Court Gladwin, MI Voice: (989) Toll Free: (877) GLD-1050 Fax: (989) GLD Management Company will manage your property as if it were our own. We work diligently and energetically to make your property financially successful. We leave no stone unturned to maximize income and minimize expenses. You can be involved as little or as much as you want. We have a fully staffed accounting department that can provide yearly and quarterly financial statements, according to your desire. Our enthusiastic team of housing professionals, including the Regional Compliance Supervisor and Compliance Coordinator Team, work directly with the Property Site Managers to provide housing for citizens in need. Our maintenance personnel keep a close eye on the general grounds maintenance as well as the interior maintenance of individual apartments and corridors. A word that best describes GLD Management Company = TEAM. We all work together to achieve our goal, and that goal is to make your property successful. Enclosed you will find a general overview of procedures and checklists that are in place here at GLD Management Company.

2 GLD MANAGEMENT COMPANY 1. Marketing a. Website and Online Applications allow us to connect to a wider market 2. Move-In a. Screen and qualify applicants b. Maintain waiting list c. Process move-in verifications 3. Collect Rent 4. Accounting a. Pay all bills b. Pay all maintenance personnel and on-site managers c. Maintain all bank accounts 5. Resident Retention activities 6. Preventative maintenance to keep your property in good condition, to retain its value and to keep residents happy. 7. Annual compliance recertification s as required for Tax Credit, Rural Development and HUD regulations. 8. Move-outs a. Damage charges b. Bad debt collections c. Process Security Deposit Refunds 9. Process Evictions as necessary a. Enforce lease agreement with written violation as necessary 10. General Procedures a. Advanced computer systems link GLD staff with all managers to provide: 1. Communication 2. Checklists 3. Updated forms / Policy / Procedures 4. Work Orders 5. General Reporting

3 11. Training: Quarterly meetings are held with on-site managers to share ideas and learn new techniques. New managers receive hands on training on-site with follow up as necessary. Application Process for Prospective Residents Applicant Approval Procedures The applicant is called and notified of approval and a confirmation letter is mailed to the applicant. On-site manager will make an appointment to complete the verification release forms. The on-site manager faxes signed release forms to the GLD Corporate Office, at which point GLD faxes the release forms to verify all income and assets. Income and asset verifications are entered into Housing Software and the on-site manager will set up a second appointment with the applicant to sign the lease, receive payment, release keys and do a move-in inspection with the resident. Applicant Denial Procedures The potential resident is mailed a letter outlining reasons for the denial. A letter is sent by certified mail for all Rural Development properties. Denial date is entered into Housing Software to maintain a history. Applicant has the right to appeal the denial by submitting a written request and supporting documents to the GLD Corporate Office. Resident Receivable Process Resident Receivable Rent Payments

4 Upon move-in, the on-site manager collects the security deposit and the first month s rent in money order form only and forwards to the GLD Corporate Office. During move-in orientation, the resident is informed of the GLD rent payment policies including but not limited to due date, online payment options, late fees and legal frees for non-payment adverse actions. All rent payments are sent to the GLD Corporate Office for processing and then deposited into the project s general operating account. Residents with remaining unpaid rents are assessed late fees pursuant to their lease agreement. The onsite manager will then issue late rent notices in an effort to collect any balances and avoid legal action. The on-site manager reports to the GLD Corporate Office any arrangements the resident has made for emergency assistance to avoid eviction. All agency arrangements are considered for the best interest of the project. All rents still left unpaid with no other arrangements for payment will then be issued a 7 Day Demand for Possession Non-Payment of Rent on or about the 13th of each month. If the rent is still not paid by the 22nd of the month, an eviction proceeding will begin. At this point, the resident will be responsible for all past due rent, late fees and legal fees. Residents left owing monies upon move-out will be forwarded to a collection agency. Resident Receivable Security Deposits Upon move-in, the resident is required to provide the on-site manager with a separate money order for security deposit and pet deposit (if applicable). All projects have separate security accounts set up. Amounts are verified monthly against the liability to ensure accurate coverage.

5 Report to Owner Detailed Reports to the Owner provided by GLD Annual and quarterly reports are provided to the owner and include receivables, payables and profit/loss. Return to owner is prepared. Annual budgets prepared. Project performance comparisons are done. Payroll Processing Payroll Processing Projects GLD uses a specific identification process for all project payroll Timesheets are coded based upon location and work preformed and reviewed by GLD managers for accuracy. Payroll checks are issued from the GLD pooled cash account, and subsequently billed to the individual projects for reimbursement. Cash Control GLD Maintains Four Cash Accounts for each Project in the Project s name Cash accounts include General Operating, Escrow, Security, & Reserve Bank reconciliations are prepared monthly for all cash accounts, and include separation of duties per AICPA guidelines. Interest bearing accounts are negotiated with the bank to provide for a maximum rate of return.

6 Resident Retention Resident Retention is designed to maintain a Great Place to Live Resident retention is used to maximize occupancy. Residents have a choice and we want them to choose to stay. Organized activities are offered to support the community and bring residents together GLD wants residents to be excited about their community and in turn refer friends and family to choose our apartment communities for their new homes. Resident referral bonus programs are offered as an incentive. Preventative Maintenance GLD Projects Employ Maintenance Individuals and a Regional Supervisor The Regional Maintenance Supervisor makes periodic site visits and inspections. Maintenance employees are required to review monthly maintenance reports and complete if possible and provide feedback to GLD. 30-day peeks are done after move-in to observe housekeeping skills. GLD utilizes a six-month unit by unit Inspection. Resident issues are relayed and a work order is initiated and sent to the Regional Maintenance Supervisor at GLD. Work Orders and On-Going Maintenance Work orders are called in by residents and entered into FHA software by the on-site manager. Maintenance personnel will advise the on-site manager upon completion of work orders. A completed date is entered onto that existing work order in FHA.

7 Completed work orders are printed and submitted to GLD for verification. All make-ready units will have a work order and checklist prepared in a timely manner to ensure occupancy percentage is maximized. Annual Recertification s GLD Processes Annual Recertification s Notice of recertification is sent 120 days in advance of the resident s annual anniversary date. An appointment is made for the resident to sign release forms to obtain their income and asset information. The on-site manager sends the verified information to GLD s compliance coordinators to calculate and enter into housing software. Completing this process from the GLD Corporate Office ensures consistent and exemplary file audits and accurate collection of rental assistance. A resident signature is acquired on all completed recertifications. Move-Outs GLD Processes Move-Outs Vacate is entered in Housing Software. Inspection of unit for safety and damages is done. Resident is charged for all damage repairs as necessary, with the amount deducted from security deposit. A Security Deposit Report is printed and sent to the resident within seven (7) days of move-out.

8 The GLD accounting staff processes the refund, if any. If the resident owes over and above the security deposit amount, they can make payment arrangements or the file is placed with a collection agency. Eviction GLD Processes Eviction Notices for Non-Payment of Rent All proceedings are initiated by the Regional Compliance Supervisor, who also guides and consults with on-site managers to ensure proper documentation is prepared and Michigan Law is followed. On the ninth (13th) day of each month, GLD prints all 7-Day Demand for Possessions and mails them to each resident owing rent. On or about the 22nd of each month, GLD forwards a copy of the residents lease and account ledger to the attorney for eviction. A notice of eviction is mailed to the resident and a faxed copy is sent to the onsite manager. Each resident under eviction is logged into a spreadsheet for tracking purposes. GLD will notify the on-site manager of the court hearing and check the resident status. If the tenant pays or moves, court is dismissed. After the court hearing, a possession judgment is entered and the resident is typically given ten (10) days to pay the balance or vacate the premises. Upon the eleventh (11 th ) day, if the resident has not paid or vacated, a Writ of Possession is filed and served upon the resident within seven (7) to ten (10) business days, instructing them they have 24 hours to vacate. If the resident has vacated, then the move-out procedure begins. GLD Processes Eviction Notices for Lease Violations

9 Eviction for lease violations are initiated upon the residents inability to abide by the lease agreement. Onsite manager will first issue a written verbal warning giving the resident an opportunity to correct before a written violation is initiated. If resident fails to correct the issue then A Manager Notice of Warning is completed by the on-site manager noting the resident and the violation; this form is faxed to the GLD Corporate Office along with all written resident complaints. GLD will prepare the lease violation letter and mail it to the resident. The tenant has ten (10) days to correct the violation, meet with the onsite manager and/or respond in writing. This corrective action does not dismiss the violation. It only resolves the current issue and it remains in their resident file. Written violations are held for two years. Upon the third written notice of lease violations, within the 2 year period, the resident will receive a 30-Day Notice to Quit terminating their tenancy, at which point there is typically no resolve. If the resident fails to vacate by the expiration of the 30-day notice, then a copy of their lease and violation notices are forwarded to the attorney for eviction. GLD will notify the on-site manager of the court hearing and check the resident status. If they have moved, court is dismissed. After the court hearing, a possession judgment is entered and the resident is typically given ten (10) days to vacate the premises. Upon that eleventh (11 th ) day if the resident has not vacated, a Writ of Possession is filed and served upon the resident within seven (7) to ten (10) business days, instructing them they have 24 hours to vacate. If the resident has vacated, the move-out procedure begins. General Procedures GLD has an Advanced Computer System, Server Connected & Online Website

10 GLD s advanced computer system allows for more efficient communications between the on-site manager and the GLD staff. Most current forms, checklists, policies and procedures are readily available. GLD uses the advanced computer system to list tools and resources that are available to share. A complete inventory is tracked and updated on the computer system. Reports are sent thru this system to bypass delays in mail couriers. Training GLD Provides Training for On-Site Managers Manager Meetings are held quarterly at the GLD Corporate Office. Resident retention ideas are explored and shared. Managers are updated on any government regulated compliance changes. Managers are trained on company policy and procedures. Training is provided on items such as time management skills, sales techniques, dealing with difficult people, how to move efficiently on paperwork for Section 8 voucher holders, legal matters and other helpful topics. Managers are educated by the Civil Rights department in fair housing practices and providing reasonable accommodations for persons with disabilities.