August 28, 2023

Welcome to People and Properties, the Cohen-Esrey newsletter where we celebrate the successes of our team members and keep you informed about what is happening in the Cohen-Esrey world. If you have something you would like to share or an achievement that you would like to celebrate, please send it to Lee Harris at lharris@cohenesrey.com. If you are on a property, please print and distribute this newsletter to each member of your property team. You can also find People and Properties on KnowledgeNet. Click here to view previous editions.

Ground Zero for Cohen-Esrey

Merriam, KS, is home to the Cohen-Esrey Corporate Headquarters located at 8500 Shawnee Mission Parkway. Principals of the firm acquired the building in 2019 and built out an entire floor for the Corporate Team. Until the acquisition of the 8500 building, Cohen-Esrey had always leased space in buildings in Kansas City, MO, and Overland Park, KS – generally where we were able to both lease and manage the building for a third-party owner. With the sale of our commercial leasing, brokerage, and management units in 2005, we no longer were in a position to lease and manage third-party owned buildings. The 55,000 square foot office building is two blocks east of the Shawnee Mission Parkway and Interstate 35 interchange, offering terrific access to team members who live in different parts of the metro. The building has ample surface parking and a few spaces in a garage. Berkshire Hathaway occupies the entire top floor and a law firm occupies part of the ground floor. Cohen-Esrey and Nexus 5 occupy all the space on the middle floor and utilizes 5,646 square feet on the ground floor for its IT department a third-party suites operation.

If you’ve never been in the Corporate Headquarters one of the things you’ll want to see are the many framed photographs of the various apartment communities that have been acquired or developed by the company that hang on the walls throughout. Two large conference rooms on the middle floor, and one on the ground floor are constantly utilized for meetings and equipped with state-of-the-art electronics for presentations, often using Zoom. The suites are leased to several one and two-person businesses until the space is needed for future Cohen-Esrey expansion.

Karen Crouch (2019), Director of Customer Fulfillment, oversees building operations and Terrance Vetaw (2023), is the Commercial Maintenance Technician. Megan Lierz (2022) has the property accounting role and Kathleen Williams (2022) is the Property Accounting Assistant and handles accounts payable as well.

We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.

Mia Duke – Andover Park, Kansas City, MO – Leasing Agent
James Kerby – Brighton Creek, Kansas City, MO – Lead Maintenance Technician
Kelly Peters – Brighton Creek, Kansas City, MO – Leasing Agent
Matthew Wells – Old Orchard Estates, Carbon Cliff, IL – Maintenance Technician
Demetria Polk – Intrada, St. Louis, MO – Property Manager
Morgan Lemons – Lakes at North Port, North Port, FL – Leasing Agent
Joseph Murray – Village on Main, Waunakee, WI – Maintenance Technician
Kenneth Koval – Perry 81, Overland Park, KS – Assistant Property Manager (Rehire)
Steven Bradford – Clay Hall Senior Residences, Enid, OK – Maintenance Technician
Terence Hines – Lakes at North Port, North Port, FL – Groundskeeper

Meet the Park at Forest Hill Team

Meet our team at The Park at Forest Hill in Memphis, TN. Left to right – Lakeisha Andrews (2020), Property Manager; Miranda McDonald (2023), Leasing Agent; Cameron Lewinson (2023), Maintenance Technician; Christi Bolton (2022), Leasing Agent; Kimberly Coady (2020), Assistant Property Manager; Antonio Covson (2017), Maintenance Supervisor; Dedrick Williams (2019), Leasing Agent, and Tonya Jones (2021), Leasing Manager. Not pictured – Kendrix Jackson (2023), Make Ready Technician. The Park at Forest Hill is a 601-unit market-rate community owned by a Cohen-Esrey Apartment Investors (CEAI) partnership. Congratulations to this property team for delivering Customer Fulfillment at a high level earning an NPS of +43.18 which beats the overall Cohen-Esrey NPS of +40!

Ribbon Cutting in Sun Prairie

On Wednesday, August 23, 2023, members of the Cohen-Esrey team traveled to the Madison, WI suburb of Sun Prairie, for a grand opening and ribbon cutting ceremony at the Landing at 818. This 100-unit affordable community was developed by the Cohen-Esrey Development Group (CEDG) for seniors and has achieved close to 100% occupancy in record time, and is #2 on the NPS Leaderboard at +92.42. CEDG team members present for the grand opening included Jon Atlas (2015), Managing Director; Brian Sweeney (2015), Development Director; Sonya Shifflett-Bly (2018), Development Manager; Tim Minson (2019), Vice President, Design and Construction; Kyle Ervin (2021), Construction Project Manager; Jack Brenton (2018), Development Manager, and Becky Trost (2015), Accountant. Morgan Gassert (2022), Marketing Coordinator; Jennifer Turner (2018), Director of Human Resources, and Lee Harris (1975), President and CEO, were also in attendance from the Corporate Office. Special thanks goes to Rebecca Grimm (2019), Regional Manager; Lisa Melgoza (2019), Property Manager at Libertad Des Moines; Richie Dodd (2023), Assistant Property Manager at Park Edge; Brent Phillips (2021) Maintenance and Safety Director, and Kristina Viera (2017), Deputy Managing Director, for their assistance in preparing the building for the event and helping with the leasing effort. Below, Paul Esser, Sun Prairie Mayor, cuts the ribbon.

Brian Sweeney and Jon Atlas kicked off the Grand Opening ceremony at the Landing at 818 in Sun Prairie, WI.

Transformational Construction!

Construction continues at several Cohen-Esrey Development Group (CEDG) future communities.

Sinclair Flats in Mankato, MN, is already 50% pre-leased!

Hallway carpet has been installed at Sinclair Flats.

Concrete pads are progressing at the Lofts at Creekview in San Antonio, TX.

Taking advantage of cooler temperatures to pour concrete pads at Lofts at Creekview – 3:50 AM!

Work has begun on the second building at the Loma Vista Lofts in San Antonio, TX.

Getting ready to pour concrete on elevated deck area at Panorama Heights in Colorado Springs, CO.

Unit interior work is progressing at the Trails at Lehow in Englewood, CO.

Curb Appeal on a Budget

By R. Lee Harris (1975), President and CEO

Curb appeal. It’s critically important at every one of our apartment communities because it’s the first impression that is made on rental prospects and is experienced everyday by our current residents. I’ve heard it said that outstanding curb appeal is not possible because a property doesn’t have any money. We’d like to change that perception.

Yes, it’s true. Some properties have less in the way of financial resources, but that doesn’t mean that a property can’t be neat, clean, and presentable. If you’ve ever walked with me on a property inspection you know that I am fanatically focused on curb appeal. Weeds should be removed from sidewalk, curb, and parking lot cracks. Grass clippings, leaves, and other debris should be removed from curbs. Cigarette butts, candy wrappers, and other litter must be picked up every single day around the entrance to every building. Interior hallways and breezeways should be vacuumed or swept regularly – at least once if not twice each week. Weeds should be pulled that grow in shrub beds. And it goes without saying that every member of the property team should be on the lookout for trash on the property and pick it up as it is seen.

If the property has elevators, the tracks should be spotless and gleaming. Glass doors at the building entrance can be wiped and free of fingerprints. In climates where there is snow and ice, sidewalks and common stoops should be shoveled and sprinkled with ice melt. Back in the day when I started in this business and was an on-site Property Manager, I grabbed a snow shovel and a bucket of ice melt and pitched in to help get the walks cleared before residents left for work. I vacuumed hallways and dusted stair railings if the housekeeper was ill. I’m aware that we have many Property Managers who pitch in the same way.

Everything I’ve mentioned can be completed by property team members at virtually no additional cost to the property. And for a few extra dollars, flowers can be planted in strategically positioned beds – especially near the property office and along the entry drive. Maintaining curb appeal does not add any extra cost but pays big dividends all the time.

Back to School Time!

In early August, the team at the Lofts at Ventura held a Back-to-School event for the residents of this San Antonio, TX, affordable community. Dee Bosier (2022), Property Manager, reported the following. No wonder the property sports an NPS of +61.45!

Today we hosted our first back to school event with many vendors participating and donating to the cause.

Creswell Towing donated $200.00 worth of school supplies.
AT&T provided our bouncy house.
Food Bank donated 100 snack and veggie packs and a pallet of kid drinks.
Tryna Figure it Out, LLC, donated school shirts and sweaters.
Meals on Wheels donated 50 hot dogs and 50 bowls of nachos.
The property provided extra hot dogs, nachos, cupcakes, chips, and water.
Crunch Fitness gave our residents free seven-day passes and the staff 30-day VIP passes.
PCI offered affordable childcare.
Reliable Staffing assisted residents with onsite and work from home jobs.

This was the biggest turnout yet for an event at the Lofts at Ventura. As times get tougher some parents must decide whether to put food on the table or get their children new clothes, supplies, etc. for school. Yesterday we fed and supplied food, drinks, snacks, and school supplies for 112 of our 200 units. Our staff helped get residents registered for different Texas benefits such as food stamps, TANF, and Medicaid.

Property management is more than collecting rent and handing out notices. It's to be the change for the community. My team and I provided change yesterday and it was an amazing thing to do. Not only did we put together a helpful and amazing event, but we used the first two weeks of the month to clean off dust and spider webs in the breezeways, power washed all stairs, and touch-up painted minor scratches on the doors.

I am so proud to be the Property Manager for the Lofts at Ventura!

Nexus 5 Completes Space for Cascade Health

Cascade Health Services, located in the former “Bumblebee” building, is a healthcare and nurse staffing agency in Kansas City, MO’s Northland. The office building consists of two floors that were completed in two phases. Nexus 5 initially provided comprehensive design-build services on the main level to create a new corporate office and prepare the owner for future expansion. Since the original phase of work, Cascade Health has continued its dynamic growth and was in desperate need of additional office space.

The most recent phase of Cascade Health focused on the lower level, which measured 5,176 square feet and was completed in under five months. The design of the lower level was intended to mimic the finishes of the original phase while providing ample flex space as the company continues to grow.

Brent Hastings (2018), Senior Project Manager, led the project and had this to say. “Our continued partnership with the owner and coordination with the design team paved the way for a remarkably successful project. By planning and anticipating potential challenges, we were able to come in on budget, and on time. It is always satisfying when we have an opportunity for continued partnership with clients.”

Construction involved a range of tasks, including demolition of the masonry façade for installation of new lower-level windows providing an ample amount of natural light when paired with the previously installed slope glazed system to the west. Installation of design-build HVAC systems provided appropriate zoning and the lighting package reflected the phase one finishes. Additional restrooms and a café were built to provide a dedicated space for employees, complete with new countertops, cabinets, and appliances. Demolition of the partition at the stairwell provided an openness between levels with a new elevator installed adjacent to the stairs to meet the appropriate ADA upgrades.

Besides Brent Hastings as Senior Project Manager, Katie Reed (2022) was the Project Engineer, and Charlie Green (2021) was the Superintendent.

Another Empowerment Story

By Kurt Parrett (2008), Property Accounting Manager

Kurt Parrett (2008), is the Property Accounting Manager for Cohen-Esrey. Here is what he has to say about his Empowerment:

I have been working for Cohen-Esrey for 14 years. I started as a Property Accountant and advanced to a Senior Property Accountant. About nine months ago the Property Accounting Manager position was vacant and Marcie Teenor (2013), the company’s CFO was covering this position. Marcie started talking to me about taking on some of the roles and accountabilities of the Accounting Manager position. I was burned out in the position I was in and was excited to have the opportunity to have some different duties, but managing people is very different from the responsibilities of an accountant.

Marcie has worked closely with me over the last nine months, Empowering me to take on new responsibilities that have been outside of my comfort zone. My new job duties are completely different from the work I knew. There have been ups and downs, but with the support of the accounting team members I work with and the team members outside of the Accounting Department that have been supportive in many ways, I am now the Property Accounting Manager.

Team Member Fulfillment

Alanna Johnson (2020), Property Manager at Rankin Mills & Willow Point, was recognized at the Cohen-Esrey Leadership Conference as a 2022 Team Member Fulfillment Award winner. Here is what was said about her during the presentation ceremony:

This team member is celebrating her 3rd year with CE this year. She is the PM of two properties that she successfully runs with her team and with both sites on the NPS leaderboard. She mentors other PMs within not only her district but within all affordable districts. She provides virtual and on-site training to office team members. She goes out to sites that can be an hour or more driving distance for her or those in other states that require her to fly to such as Texas and North Carolina. She assists with lease-ups, late recerts and file audits. These assignments often have her out from her sites for a week at a time. Site team members, RMs, compliance and those that she mentors often praise her for all her assistance and her genuine care and concern for their well-being. This team member fulfillment award goes to Alanna Johnson.

Anthoni Alexander (2021), Maintenance Technician at Justin Place, was recognized at the Cohen-Esrey Leadership Conference as a 2022 Team Member Fulfillment Award winner. Here is what was said about him during the presentation ceremony:

This team member has been with CE for 3 years. He is a maintenance tech at a distressed, scattered site that has had difficulty maintaining the second tech position, so this team member frequently takes on the role of both techs to operate the site and maintain standards of excellence. He helped assist in preparation for 3 other sites REACs to which 2 sites achieved scores of 89 and 91. He was able to improve from the previous year and achieve a passing REAC score at his own site, with no additional on-site tech support. He was what the RM would call her right hand in 2022 as not only did he help her portfolio prep for REACs, but he also assisted at multiple sites who had no maintenance techs with running tickets, make ready turns and emergency calls. He is always respectful, honest and provides clear communication to customers and leaders. The next Team member Fulfillment award goes to Anthoni Alexander.

Lizzy Darby (2021), Level 1 Web Developer at Corporate, was recognized at the Cohen-Esrey Leadership Conference as a 2022 Team Member Fulfillment Award winner. Here is what was said about her during the presentation ceremony:

Since joining our organization in 2021, this Team Member has consistently demonstrated an unwavering commitment to Team Member Fulfillment.

Her dedication to the Team is exemplified by her support and participation on the Community Impact team – which is completely voluntary and takes a lot of personal time and effort.

She is universally kind, attentive, and dedicated. She sees every help desk ticket as an opportunity to make somebody’s day. For seven months in 2022, Lizzy staffed the IT Help Desk and then moved into a programmer position. During those seven months, 414 times, people made the effort to complete a help desk survey and score how she did. She received nearly twice as many survey responses as any other team member. Of those 414 surveys, she received 413 perfect 10s. Let that sink in. 414 survey responses – 413 perfect 10 scores. We don’t know who gave her a 7 on that one survey, but we are pretty sure that it was Satan. Most survey responses include only a single score but 131 people left Lizzy a personal comment. Here is random list of comments from those surveys:

Best support ever...consistently.
She is awesome! She was very patient and resolved my issue in a timely and kind manner.

Calling All Tipsters!

In our Calling All Tipsters series we offer a subject and ask all team members to give their advice, tips, or experiences that may prove helpful to other team members. Here are answers to our current question.

How do you deliver our Core Value of Integrity?

Thanks to everyone who responded to this critical question. We have some great thoughts for you. Garrett Cook wins a $25 gift card for sharing his personal story in such compelling fashion.

I fulfill my daily commitments as my example of integrity. I don’t come in late or leave early unless I have called my Regional Manager to explain the situation. If I’m wrong, I do take ownership & apologize. Delia Cervantes (2023), Property Manager, South Pointe

I view Integrity with two thoughts: first, as it relates to me personally, I view it as living my life in a manner that honors my family and friends. Focusing on doing what I say I am going to do and being truthful in my endeavors. Lastly, it is treating all people with respect and when I feel like I have acted in a manner that is not my core value, then immediately owning up to my mistake and/or behavior then seek to make things right with the other person

Professionally, I view it similarly with an emphasis on finding how to best support my team members in achieving their goals while also providing them with honest feedback in my role so as to help them manage expectations. Additionally, treating others with respect, even in times of disagreement, then circling back as needed to ensure the relationship continues to evolve as the team members learn how best to interact. Being open to feedback on how I can be a better teammate and taking those comments to heart. Phil Melton (2022), Managing Director, Cohen-Esrey Capital Partners

Since being with Cohen-Esrey (2021) I have delivered Integrity by dealing with the property conflict properly, respecting others such as my employees and vendors. I deliver by taking accountability for my actions, having a consistent character, even when there is pressure to compromise. I do feel as if maintaining the same moral code in all areas of my life and it is important to me that I not only stay true to MY values but also Cohen-Esrey values at all times. I work hard to show my honesty, responsibility and trustworthiness both in and out of the workplace. Brytney Morris (2021) Property Manager, The Champion at Bluegrass

Delivering Integrity is as simple as do unto others are you’d want done to you. Treat every project or customer experience with the mindset of how would I want this solved. Cameron Sasnett (2019), Assistant Superintendent, Nexus 5

For me, one part of the Integrity Core Value resonates – We act with honesty, openness and unity, as the Individual Actions. I personally practice and lead anyone who has conflict with another team member or department to “go direct” first. Just as the Core Value says, I do find it builds trust, reduces gossip and tension when practicing this action. I would add that in most cases for me, any issues have been resolved which this individual action is practiced as well. Connie Riley (2012), Senior Deputy Managing Director, Cohen-Esrey Communities

Integrity – from the start, this is Number 1. How do residents build trust and confidence in you if they feel you have bad Integrity? It's tough! As conflicts or disagreements arise with residents you want them to trust in your word and actions. This means being honest from the start no matter if the information you're delivering may be displeasing to the person receiving it. Operating from a place of respect and honesty is our responsibility as team members and managers. Samantha Jones (2022), Property Manager, Lofts at the Grim

To me Integrity comes from the inner me. It does not come from doing what the rule book says to do and knowing you could get in trouble if you don’t follow it. I think that when delivering Integrity in my job I must think of how that resident feels and how I would feel if I was in his or her place. I would want for that person what I want for myself. I would want a safe, well-maintained apartment. I would want a manager in my building that would listen to me and be honest with me. I don’t need a rule book for that. For a person to have Integrity they must first have morals and feelings. A person who has that without trying will make the company he or she works for a company that people will respect and want to be a part of. And for Clay Hall that means our residents will be happy and want to continue making it their home. Leslie Menapace (2023), Property Manager, Clay Hall Senior Residences

I remember when I was just a little spry and I would hear my dad say “if you tell somebody you are going to do something, then by God make sure you do what you say.” I guess that has stuck with me since then. Another lesson from my dad was when borrowing tools from a friend…..if they are nice enough to loan them to you, then make sure you return them. Don’t make them ask you for them back. Return them in the same condition as you received them. If you break them, either have them fixed or buy them a new one. Now that I’m older and I have guys that I work with or I’m responsible for, one of the things that upsets me is when guys do something wrong or break something on a job that we are working on and they deny that they are responsible or blame others. The fact they caused the issue isn’t the most important thing, it’s the fact they didn’t tell the truth when asked. Everybody breaks things or does something incorrectly that causes an issue. I can deal with the mistakes….everybody has to learn. But not being truthful or honest about being the cause is what gets me fired up. Jim Hays (2019), Project Manager, Nexus 5

It is often said that Integrity means doing the right thing when no one is looking, but I think we often overlook the most important aspect of not only what Integrity is, but of what it demands of us – consistency. Integrity asks us to be consistent and fortified in our character. Integrity is not a hat that a person puts on when they come to work and takes off when they go home. It is a standard that a person must always keep for it to be true Integrity. If we are only honest and forthright when it is convenient or easy, then we will find that we will only rarely choose to show Integrity because it is almost never easy. I will provide an example.

In high school, I took honors English. Each summer, we would be given an assignment (due on the first day of class) which consisted of reading a few books and writing various reports on them. The summer before my junior year, I procrastinated with my assignment because I felt I had better things to do during the summer and I have always been able to read and finish books quickly. Well, unfortunately for me, the report I had to write on “How to Read Literature Like a Professor” was much more extensive than I had expected. As I read the book and tried to write my report with only two days left of summer, I quickly found I would not have enough time.

This assignment counted toward a large part of my grade, so I reasoned with myself that I would use SparkNotes (a website that summarized books for you) to write the report so I could turn it in on time. I then convinced myself that it was not cheating because I was still going to read the book once the deadline had passed, so I would still learn all that my teacher wanted me to learn. When I got to class and I turned in my scam of a report, I felt horrible. I knew that these “situational ethics” that I had used to rationalize my way into being dishonest was just me lying to myself. After school that day, I approached my teacher and told him what I had done. He expressed his disappointment and told me that it would be close to impossible to get an “A” in his class because I would now get a 0% on one of the biggest assignments of the school year. Even so, I felt a huge weight lifted of my shoulders. From that point on, I promised myself two things: I would never be dishonest about my schoolwork again, and I would do whatever it took to get an “A” in his class. Though it was difficult, I managed to reach both of my goals.

This experience has stuck with me through the years and though I may be ashamed of my decision back then, I know that this experience helped me to know that the cost of Integrity is much cheaper than the costs of dishonesty. Garrett Cook (2022), Property Accounting Assistant

Richie Dodd (2023), Assistant Property Manager, is the best example of the core value of Integrity! He started at Park Edge several weeks ago and he has brought with him an attitude that if you promise something, follow through with that promise. He is constantly following up with residents on their concerns, schedules, and delinquency issues. Heidi Hess (2022), Property Manager, Park Edge

My maintenance technician has said that I have Integrity. So, I asked him how he viewed my Integrity. His reply was I have a standard of accountability, a standard of excellence, a standard for visitors in the building. I enforce the standards no matter what the cost. For example, the St. Louis HERO Network informed me that a resident wrapped a towel around his smoke detector. I created a work order and the maintenance technician went in and removed the towel from the smoke detector. I also gave him a lease violation. He responded with an accusation about us coming into his apartment and also on the survey he gave us a zero which lowered our NPS score. I'm fair but just. I hold everyone to the same standard no matter who they are (staff, residents, visitors, myself). When I am out of the office and in the building I stop and talk to the residents – many of whom are military veterans, and they come into my office and talk to me.

Another example: the HERO staff was trying to pressure me into moving a homeless person into Freedom Place before Compliance approval. When I refused, stating that I cannot violate this rule, they threatened to call Chris (HERO Regional Manager) who would then email the owner’s representative about my refusal to work with them. I called Tina Shirey (2002), Compliance Manager, and she said that if they (HERO) could get the item that was needed then she would approve the file. They didn't get the item till the next morning, and the file was approved, and I moved him in. Pam Weatherford (2016), Property Manager, Freedom Place

This is a tough one, and I don’t really have a specific “thing” that I do to deliver Integrity. I feel like having Integrity is just something that is a part of you. It isn’t something that you wake up one morning and decide that day to act with Integrity. I also don’t believe that it is something that has to be considered with every action-you just do it. Yes, there are times when you have to sit back and think about what “the right thing to do” is, but typically someone with Integrity just does the right thing. Sarah Cranford (2022), Regional Manager

Versus the intermittent team losses they inevitably encounter, the winning record for firemen, policemen, doctors, teachers as well as our military (and others) is championship caliber. Otherwise, society (as bad as we “may” think it is) would have absolutely no cohesiveness. As many of us do, I proudly have best friends and family members in all of those professions. How do they do it? How does any winning team maintain its consistent winning record? The answer – by cohesively being committed to the common goal. Although there is no “i” in TEAM, there is one in “WiN”, and that “i” exclusively represent the “Integrity” one contributes to the cohesive goal. “Integrity” is NOT just a value, it-is-a “RESULT.” There can be no TEAM WiN” without “Integrity”.

All of the beforementioned professionals will purposely find the high road, over any distractions, that take away from their cohesive commitment to accomplishing the mission/reaching the goal/finishing with the Team “W.” When the Chiefs win a Super Bowl, every individual team member is a winner. Should they lose, everyone takes the loss. Cohen-Esrey is no different. Like a Chiefs running back, if my role could metaphorically be considered a “renovation back,” my job is to deliver positive yardage for the team. At times, that may mean navigating through heavy challenges and push-back. At others, it may mean blocking or catching. In turnovers, it may mean diving on fumbles or even tackling. Point is, “I” am driven to deliver positive “results” for the “TEAM WiN.” I deliver our core value of Integrity by taking serious the responsibilities I’ve been entrusted with; keeping the commitments made to our investors, team members and the Executive Leadership Team; advancing profitability and the best “Best B” outcomes possible; and never resting on “good enough” (i.e., the last win). Integrity is not doing those things for individual recognition. Integrity is defined by doing those things for Team “RESULTS.” In doing so, we all celebrate the “WiN.” Richard Williams (2020), Renovation Director

I deliver Integrity in the workplace by always to striving to do exactly what I say I am going to do. Showing up to meetings on-time, responding in a timely manner to emails, returning phone calls – these are small things that I do consistently that show people I am a person that can be counted on. Integrity has been described to me as doing the right thing when no one is looking or doing the next right thing. However you choose to describe it putting it into action consistently strengthens relationships and has the added benefit making a person feel good about themselves. Brent Phillips (2021), Maintenance and Safety Director

Integrity is something that is practiced on a daily basis with in the walls of our offices. Integrity naturally gets passed to the clients because we hold ourselves accountable within the office. Integrity ultimately breeds trust. John Hinman (2011), Managing Director, Nexus 5

Brighton Creek delivers the Core Value of Integrity by explaining in detail the services performed inside the resident’s home to keep the communication lines open which leads to higher NPS surveys, happier residents and happy work life/balance. Integrity is not taken lightly by our team, and we believe open and honest communication, so the resident feels valued in their home. We never want to over promise or under deliver. Honesty is the best policy! Laureen Woods (2022), Property Manager, Brighton Creek

Fun Photo

You probably won’t find something like this anywhere else in the country. It looks like a Big Chair, doesn’t it? That’s exactly what it is. The Big Chair Lofts in Thomasville, NC, was once home to the Thomasville Furniture Company. Several years ago, we worked with our partner, Richard Angino, to repurpose the former furniture factory into 139 affordable apartments. This is one of the most unique properties in our portfolio. There’s an old water tower on the site and of course, this enormous chair is the namesake for this property.

NPS Leaderboards

The three NPS Leaderboards have been updated as of August 25, 2023, and there is no change at the top this month. In the 50-Units or Less category Clay Hall (Enid, OK) now leads with a score of +96.15. In the Properties 51 to 120-Units category, Orchard View (Farmington, MO) continues to hold the top spot with an NPS of +94.74. And in the Properties of More than 120-Units category, The Boulevard (Springfield, IL), is way out in front of the rest of the field, with an NPS of +91.41. There are 40 properties on Leaderboards – one more than last month, and we are thrilled to announce that there are now SIX properties on the Leaderboards with an NPS of +90 or higher. They include Clay Hall, Orchard View, The Boulevard, Mills Crossing, Summit at Osage, and the Landing at 818.

We continue to recognize those properties with a Maintenance Survey NPS that is equal to or exceeds our Overall NPS of +40. To qualify a property must have surveys from the equivalent of 40% of its units or more. We continue to emphasize the importance of providing improved maintenance service to deliver Customer Fulfillment. There are 25 properties this month, three more than the previous month.

Maintenance Ticket Surveys