SOP CI RE 01 — Move-Out Notice & Retention Review

Objective

To ensure the timely and consistent handling of occupant move-out notices, while maximising retention opportunities by providing alternatives, clarifications, and solutions — routing cases to the appropriate team when necessary. To minimise occupant turnover, maintain high occupancy rates, and ensure prompt and documented responses throughout the entire process.

Process ownerContinuous Improvement Lead

AreaCI — Resident Retention

Document codeSOP CI RE 01 · v02

Effective date07/10/2025

System transition in progress

CDA is currently migrating from Asana → HubSpot and Slack → Google Chat. During the transition, use the system currently active in your area. All references in this SOP to both platforms should be read accordingly.

✔ In scope

Occupant Retention Process (all case types)

Arrears cases initiated by Finance / AR Team

Transfer and Relocation cases

Inter-occupant disputes and maintenance escalations

Starts: receipt of move-out notice (any source)

Ends: case closed, escalated, or forwarded

✘ Out of scope

Identification and monitoring of arrears (Finance / AR)

Execution of Move-Out process (Move Out Team)

Execution of Move-In process (Move In Team)

Legal documents, decrees, or regulatory instruments

Key boundary

The Retention Specialist does not identify or monitor arrears. Arrears cases are exclusively initiated by the Finance / AR Team. Retention becomes involved only when formally requested. Any final decision to proceed with eviction is taken jointly by Finance / AR and Retention.

Continuous Improvement Lead

Process Owner. Approves exceptions, rent waivers, and offers. Provides support during escalations.

Full authority

Retention Specialist

Handles move-out notices, communicates with occupants, performs retention attempts. Documents all interactions.

Standard — escalation required for exceptions

Executive Assistant

Handles move-out notices related to arrears cases.

Standard

Accounts Receivable (AR) Team

Submits arrears-related move-out notices and coordinates final case outcome.

Standard

Maintenance Team

Handles maintenance issues raised during the retention process.

Standard

Resident Support Team

Handles inter-occupant disputes identified during the retention process.

Standard

Move Out Team

Processes occupant move-outs once a confirmed move-out or eviction outcome is reached.

Standard

Move In Team

Manages the Move In process for transferred or relocated occupants.

Standard

STEP 01

Move-Out Notification & Classification

Retention Specialist

Receive notice → verify occupant still in room → classify: Move-Out / Transfer / Arrears / Internal Issue → document in Asana / HubSpot

STEP 02

Occupant Contact

Retention Specialist (Move-Out) / Executive Assistant (Arrears)

Verify notice period (3–4 weeks) → make minimum contact attempts → document all interactions with screenshots on the same day

STEP 03

Reason Identification

Retention Specialist

Termination: beyond scope → Move Out Team; rent increase → Step 4; internal → resolve · Transfer/Relocation → gather requirements · Internal issue → route to correct team

STEP 04

Offering of Options

Retention Specialist / CI Lead (approvals)

Rent increase → seek waiver (Sales/Co-Owner) → offer if approved, else Transfer · Transfer/Relocation → offer rooms; submit Application Form · Arrears → assess ability to pay; offer payment plan or escalate to eviction

STEP 05

Process Completion

Retention Specialist / AR Team / Move Out Team (depending on outcome)

Close case per outcome → update and archive Asana / HubSpot task → notify relevant teams · Retention archives only the Retention task — NOT the Move Out task

Documentation rule (all steps)

All interactions (calls, messages, emails) must be logged in the Asana / HubSpot task comments with full details and screenshots on the same day.

Minimum contact attempts (Move-Out cases)

WhatsApp messages
on different days

Phone calls
on at least 2 different days

Email summarising
situation & next steps

Arrears contact timeline

Trigger	3-week security deposit	2-week security deposit
Arrears report received	Day 13	Day 11
Contact deadline	Day 13–15	Day 11–12
Payment / Promise to Pay deadline	Day 15	Day 12
Escalation to eviction if no response	Day 15	Day 12

Arrears boundary

Retention does not identify or monitor arrears. Finance / AR initiates all arrears cases. Any eviction decision is taken jointly by Finance / AR and Retention.

Section 6 — Software (Tango walkthroughs)

Asana → transitioning to HubSpot

Log and track all retention cases, move-out notices, contact attempts, task assignments, and case closures.

In transition

WhatsApp for Business

Conduct contact attempts with occupants, apply tags.

Active

CDA Rental Portfolio Rep (Spreadsheet)

Review available or upcoming rooms; update data when a transfer is made.

Active

Section 7 — Supporting tools & systems

Google Chat

Internal real-time coordination between teams. Replaces Slack.

Active

PropertyMe

Tracks lease data, occupant details, and tenancy records.

Active

Google Drive

Storage for room photos, videos, and supporting documentation.

Active

HubSpot

Company-wide CRM replacing Asana. All retention cases tracked here once transition is complete.

In transition

Tango walkthroughs pending

Step-by-step walkthroughs for Asana / HubSpot, WhatsApp for Business, and the CDA Rental Portfolio Rep are pending publication. Links will be added to Section 6 of the SOP once available.

ArrearsOccupant's outstanding or overdue rent payments past the due date.

Asana / HubSpot taskDigital to-do item used to assign, track, and complete process activities. System in transition.

BondSecurity payment held under a formal residential lease agreement.

Inter-Occupant DisputeIssue arising between occupants, such as noise complaints or conflicts.

Maintenance IssueIssue related to physical infrastructure (e.g. roof leak, broken appliance, non-functioning light).

Move-Out NoticeFormal notification from an occupant or internal team indicating an intention to vacate.

Promise to PayAgreed payment commitment: Day 13–15 for 3-week deposit; Day 11–12 for 2-week deposit.

RelocationOccupant moves from one property to another within the CDA-managed portfolio.

RetentionProcess of maintaining an occupant's tenancy by addressing their needs and offering suitable alternatives.

Room OccupantIndividual renting a single room within a shared property, subject to a room rental agreement.

Security DepositPayment held under a standard room rental agreement (2 or 3 weeks).

TransferOccupant moves from one room to another within the same property under CDA management.

Viable AlternativesOptions that can be offered to an occupant as part of the retention or negotiation process.

Process completion criteria

Transfer / Relocation

Task updated with agreement details and forwarded to Move In Team.

Arrears — Payment Plan agreed

Task updated with payment plan details and forwarded to AR Team.

Confirmed Move-Out

Task archived and Move Out Team notified.

Inter-Occupant Dispute

Drama Form submitted and task endorsed to Resident Support Team.

Maintenance Issue

Maintenance ticket submitted and task endorsed to Maintenance Team.

Already Vacated

Task field updated, moved to Archives; Move Out Team initiates Move-Out process.

Eviction (Arrears)

Day 15 (3-week) or Day 12 (2-week) → archived; Move Out Team initiates Move-Out.

Archiving rules

Important

Arrears cases: Finance / AR Team archives the task once all actions are complete.

Dual-task cases (Move-Out + Retention): Retention archives only the Retention task. Move Out Team retains the Move-Out task until all steps are complete.

Retention must NOT archive the main Move-Out task.

Change control

v0107/10/2025Initial release.

v02[pending]Updated terminology: Offboarding → Move Out Team, Onboarding → Move In Team, Slack → Google Chat. Added Asana → HubSpot transition note. Updated software and tools sections.