NEW YORK CITY HOUSING AUTHORITY MANAGEMENT MANUAL RENT AND ...

NEW YORK CITY HOUSING AUTHORITY MANAGEMENT MANUAL

RENT AND RENT COLLECTION

CHAPTER II

TABLE OF CONTENTS

Section

Page

I. PURPOSE ...............................................................................................................................1

II. POLICY ...................................................................................................................................1

A. Rent Due Date .......................................................................................................................................... 1 B. Proactive Rent and Fee Collection ........................................................................................................ 1

III. RENT AND OTHER CHARGES ..............................................................................................2

A. Rent ........................................................................................................................................................... 2 B. Other Than Rent ...................................................................................................................................... 2

IV. OVERVIEW OF RENT PAYMENT METHODS .......................................................................4

A. Online ePayment on NYCHA's Website ................................................................................................ 4 B. Online Payment Through a Bank's Website or Bill Payer ................................................................... 5 C. NYCHA's Pay-By-Phone Payment System ........................................................................................... 5 D. In Person at an Authorized Bank or Credit Union................................................................................ 5 E. Mailed Payment to Lockbox Provider ................................................................................................... 5 F. NYC Office of Payroll Administration Payroll Rent Deduction ........................................................... 6 G. HRA ........................................................................................................................................................... 6 H. Authorized Third Party Payers ............................................................................................................... 6

V. PAYROLL RENT DEDUCTION PROGRAM ...........................................................................7

A. Eligibility Criteria ..................................................................................................................................... 7 B. Setting Up Payroll Rent Deduction Program Plans ............................................................................. 9 C. Terminating Payroll Rent Deductions ................................................................................................. 12

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NEW YORK CITY HOUSING AUTHORITY MANAGEMENT MANUAL

RENT AND RENT COLLECTION

CHAPTER II

TABLE OF CONTENTS

Section

Page

VI. PAYMENT PLANS ................................................................................................................13

A. Court Ordered Payment Plan ............................................................................................................... 13

B. Voluntary Payment Plan ....................................................................................................................... 14

VII.LOCKBOX .............................................................................................................................16

A. Lockbox Cut-Off Date............................................................................................................................ 17 B. Transactions Entered After the Lockbox Cut-Off Date...................................................................... 17 C. Lockbox Related Items ......................................................................................................................... 18 D. Posting of NYCHA's Rent Payment and Refund Procedures ........................................................... 29 E. Lockbox Unit .......................................................................................................................................... 29

VIII.PROPERTY MANAGEMENT RENT COLLECTION GUIDELINES .....................................30

A. RCS ......................................................................................................................................................... 30 B. Entering Charges and Credits in RCS ................................................................................................. 30 C. Rent Collection Responsibilities ......................................................................................................... 31

IX. RENT COLLECTION ACTION PLAN ...................................................................................37

A. First Business Day of Every Month: Current Legal Action ............................................................... 38 B. Second Business Day of Every Month: Early Intervention for Current and Chronic Rent Delinquents 38 C. Fifth Business Day of Every Month ..................................................................................................... 39 D. Seventh Through Ninth Business Day of Every Month ..................................................................... 41 E. Fifteenth Day of Every Month............................................................................................................... 41 F. Nineteenth Through Last Business Day of Every Month .................................................................. 43 G. Twenty-First Through Twenty-Fifth Days of the Second Month....................................................... 43

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NEW YORK CITY HOUSING AUTHORITY MANAGEMENT MANUAL

RENT AND RENT COLLECTION

CHAPTER II

TABLE OF CONTENTS

Section

Page

X. RENT DELINQUENCY RESOLUTION..................................................................................43

A. Rent Delinquency Resolution Process ............................................................................................... 43

B. Early Rent Payment Focus ................................................................................................................... 43

C. Rent Resolution Conference ................................................................................................................ 44

D. Referrals ................................................................................................................................................. 47

XI. COMMENCING NON-PAYMENT LEGAL ACTION (OVERVIEW)........................................48

A. Purpose of Legal Action ....................................................................................................................... 48 B. Legal Action Procedures ...................................................................................................................... 48

XII.TERMINATION OF TENANCY FOR CHRONIC RENT DELINQUENCY..............................53

A. Referral for Termination of Tenancy ................................................................................................... 53 B. Documentation for CRD Referral ......................................................................................................... 53

XIII.UNCOLLECTED ACCOUNTS .............................................................................................54

A. Tenants in Occupancy .......................................................................................................................... 54 B. Vacated Tenants .................................................................................................................................... 57

XIV.RENT COLLECTION REPORTING AND METRICS ...........................................................61

A. End of Month Reporting........................................................................................................................ 61 B. Rent Collection Metrics......................................................................................................................... 62

XV.REFERRALS ........................................................................................................................64

A. Family Partnerships Department Referrals ........................................................................................ 64 B. Office of Resident Economic Empowerment and Sustainability Referrals ..................................... 68

XVI.REVIEW/REVISION HISTORY PAGE .................................................................................76

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NEW YORK CITY HOUSING AUTHORITY MANAGEMENT MANUAL

RENT AND RENT COLLECTION

CHAPTER II

TABLE OF CONTENTS

Section

Page

XVII.APPENDICES .....................................................................................................................77

APPENDIX 1: TENANT DATA SYSTEM (TDS) ? CHANGE OF MAILING ADDRESS............................... 77

APPENDIX 2: PAYMENT PLANS................................................................................................................. 78

APPENDIX 3: RENT PAYMENT METHODS ? 8 WAYS YOU CAN PAY YOUR RENT ............................. 86

APPENDIX 4: RENT RESOLUTION ? RENT PAYMENT SCRIPT .............................................................. 87

APPENDIX 5: RENT RESOLUTION CONFERENCE DATA BASE SCREEN SHOTS ............................... 88

APPENDIX 6: ELIGIBLE NYC OFFICE OF PAYROLL ADMINISTRATION AGENCIES ........................... 93

APPENDIX 7: FAMILY PARTNERSHIPS DEPARTMENT BOROUGH OFFICES ...................................... 99

APPENDIX 8: REFERRALS TO FAMILY PARTNERSHIPS DEPARTMENT: GUIDELINES FOR REFERRALS AND CLUTTER IMAGE RATING SCALE................................................................................................... 100

APPENDIX 9: ECONOMIC OPPORTUNITIES AND LEASE VIOLATION RESOLUTION ? REFERRAL TO NONNYCHA SERVICE PROVIDERS: REFERRAL MOMENTS........................................................................ 105

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NYCHA MANAGEMENT MANUAL ? CHAPTER II RENT AND RENT COLLECTION

I. PURPOSE

This Chapter of the Management Manual details the procedures used for collecting rent and other charges, and is designed to achieve the following objectives:

? Present a uniform, systematic, and efficient procedure for the collection of rents and other charges.

? Define NYCHA staff functions in the rent collection process. ? Provide an overview of the legal action and uncollected account process.

For information about rent calculation policies, refer to Management Manual, Chapter III, Income Review and Verification & Interim Changes.

II. POLICY

A. Rent Due Date

Rent is due on the first day of the month. However, if a tenant has a court stipulation, payment dates are specified on the stipulation.

B. Proactive Rent and Fee Collection

Rent and fee collection are primary functions performed by Property Management staff. Rent and fee collection is an ongoing process that requires proactive monitoring of rent collection reports and follow-up with the tenant. The objective is to reduce the number of rent delinquent tenants. Staff must focus on any tenant with an outstanding balance. This includes tenants with multi-month arrears due and those that qualify as Chronic Rent Delinquents (CRD). Proactive rent and fee collection include:

1. Daily monitoring of all tenants who have not paid their monthly rent.

2. Frequent personal contact and timely follow-up actions with tenants.

3. Advising tenants of available payment options. Refer to Section IV., Overview of Rent Payment Options, and Section XVII., Appendix 3: Rent Payment Methods Flyer ? 8 Ways You Can Pay Your Rent, for additional information.

4. Referrals to NYCHA's Office of Resident Economic Empowerment and Sustainability (REES) for financial education/budgeting or employment services.

Page 1 (Revised 6/7/17)

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