City of
Pomona, CA
Rental Property Administration Services
August 29, 2022
SUBMITTED BY
HdL Companies
120 S. State College Blvd., Suite 200
Brea, CA 92821
hdlcompanies.com
CONTACT
Connor Duckworth
T: 714-879-5000
E: [email protected]
ATTACHMENT NO.1
Dear Shar,
Thank you for the opportunity to present this proposal for rental property administration services.
Please be advised that we maintain a busy implementation schedule throughout the year. Your position in the implementation schedule will be determined when a signed agreement is received.
This proposal is valid until October 31, 2022.
Should you have any questions, please call me at 714-879-5000 or by email at [email protected]
Rental Property Administration Services
Service Compensation
Rental Property Administration – registration of property info and # of units (minimum of $30,000 annually required) $10.00 - $25.00/unit depending
on scope of work + CPI1
1 Fees adjusted at the beginning of each calendar year by the change in the Consumer Price Index – West Urban (CPI-WU) as reported by the Bureau of Labor Statistics. Each annual adjustment will not be less than two percent (2%) or greater than ten percent (10%).
General Scope of Services
Rental Property Registration Database Management – HdL will transfer the City’s existing databases as they relate to Property rental in to HdL’s internal administration tools. HdL will maintain the data and provide copies of data or reports at the City’s request. The City will not be required to use or maintain any software in house for managing the Rental Property registry.
Renewal Processing – Send active rental property accounts a renewal notice within 45 days of the renewal period ending. Accounts will receive all applicable forms necessary to complete the renewal process.
New Account Processing – HdL will process any new rental property applications and complete the new account registration process in a timely fashion.
Payment Posting / Processing – HdL will process all payments for new and renewal accounts.
Accounts will be updated with payment information and revenues will be remitted to the City net HdL’s fees on no less than a monthly basis.
Rental Support Center – HdL will provide landlords with multiple support options for registering, renewing, making payments and for general inquiries. A local will be provided to landlords in order to access one of our specialists Monday-Friday 8:00am to 5:00pm Pacific. Landlords will also have access to support via, e-mail, fax, and via the Landlord Support Center On-Line.
On-Line Filing & Payment Processing – As an additional service to the City and its community, HdL will make available options for rental property owners to visit a website, that can be linked to the City’s website, to submit online applications, renewals, and payments, updates, and other online functionality Optional Services – HdL can provide additional services designed to ensure smooth transition and implementation of the administration program for both the City staff and the community. Options such as remote system access, rental owner support stations, and other related items can be designed and implemented upon City request.
Project Planning and Implementation – HdL’s project management team will work in partnership with the City to develop a detailed outline of the scope of work and specific services/options deployed.
During the project planning period, the City will have the opportunity to review and approve general timelines and milestones for project implementation as well as project details such as language for rental property owner correspondence and other operational items. Project plans are flexible so as to evolve with the program, allowing HdL and the City to quickly make course corrections along the way to address needs or concerns that may arise.
Communication – HdL understands that the key to any partnership is communication. HdL ensures the free flow of information between the City and the HdL Compliance Management team by establishing clear guidelines during project planning. HdL provides multiple points of contact for City personnel and provides scheduled progress meetings via teleconference, webinars, and in person meetings.
Consulting and Support – In addition to the Discovery and Audit services delivered under the Compliance Management Program, the City benefits from a team of experts that include Certified Revenue Officers(CRO), former Finance Directors and City Managers and other team members with decades of experience in servicing local government. These resources are available to the City to provide support on complicated tax nexus issues, best practice approaches, sample documents and forms, ordinance reviews and other tax compliance and management related issues.
Reporting – HdL will deliver a suite of reporting options that capture a summary of the activities as well as details performed under the individual programs. HdL offers a variety of standard weekly, monthly, quarterly and annual reports as well as the option to customize and develop unique reporting solutions to meet the City’s ad-hoc requests.
Online Services – The City and its business community will both benefit from the online functionality unique to the HdL Compliance Management Program. The City will benefit from a variety of services such as reporting and account lookups while the rental property community will have access to file their applications, make payments, correspond with tax specialists and receive assistance for their rental property questions all online.
Dispute Resolution – Whether a dispute arises from a newly registered property or from a deficiency determination on an existing property HdL will support the City in resolving disputes arising from the rental property community. The HdL dispute resolution process can assist the City in resolving owner issues by providing ordinance reviews and interpretation, best practices, case law updates, expertise on nexus issues, refund defense, and other services tailored to assist the City in administering Rental Property.
RENTAL PROPERTY IDENTIFICATION, COMPLIANCE & EDUCATION SERVICES Enriched Data Portfolio / Lead Identification – Utilizing data provided by the City, as well as the HdL Enriched Data Portfolio (EDP), HdL’s team builds an enhanced listing of entities subjected to the Rental Property Program. These entities are electronically matched to the existing files of the City using advanced data matching algorithms, allowing HdL staff to identify which entities are compliant and which entities require follow up.
Exception Resolution – HdL’s compliance team doesn’t rely on electronic matching alone. Records are reviewed by our skilled team members, filtering out records that may lead to erroneous contacts.
This extra step allows staff to find additional revenues not otherwise identifiable through electronic means and assists in reducing potential complaints levied at City staff and management.
Compliance Communication and Outreach – Upon exception resolution, HdL staff initiates contact with the identified entities through a series of City approved communication methods. HdL makes every effort to simplify the process for rental property owners and utilizes a variety of mediums for communication including mail, telephone, email and web-site access. Potential non-compliant entities are notified of their
options to comply or dispute their non-compliant status. Initial notification packets include everything a rental property owner needs to become compliant and multiple methods of resolving their accounts.
Landlord Assistance Center – HdL maintains a support and service center where the rental property community can access support during normal business hours. Owners calling our toll free line can expect minimal hold times along with access to a variety of options which include filing support, payment options, resolution of specific tax issues and other services designed to reduce the burden of registering. Our team of experts, including our resident Certified Revenue Officers (CRO), implement a business friendly and education centric approach to supporting the rental property business community in all aspects of the compliance process.
Landlord Assistance Center Online – Rental Property Owners are encouraged to take advantage of the range of services available on-line, 24 hours a day, seven days a week. With HdL Flex File, owners can choose to file their new rental property registration as well as make payments via our on- line filing portal. In addition to filing and paying for taxes, owners can obtain copies of applications, general support and FAQs, schedule appointments and request copies of their registration all with the click of a button. Our on-line services underscore HdL’s commitment to excellence in customer service and education by continually improving the registration and payment experience for the rental property business community.
Document Submission / Processing – Whether the property owner chooses to respond by mail, email or our online filing website, each application submission is reviewed for completion and accuracy prior to processing. Any additional documentation needed to complete the approval of a submission can also be requested or forwarded to other City departments either as a pre-requisite or as a courtesy to the owner. All submissions are filed and stored electronically and made available to the City via the remittance process or upon request.
Invoicing – Once an application is approved, invoices are forwarded to the taxpayer indicating detailed transaction and fee information. Property owners are provided the opportunity to pay their balances via mail, online, or over the phone services. Property owners will also have continued access to our Business Support Center for any questions or disputes arising from the invoice process.
Remittance – Upon collection of all requirements which may include the payment, application and/or other documentation HdL will prepare a remittance package to include payment as well as copies of all rental property correspondence and other relevant information. Remittances are usually done on a monthly basis but can occur as often as weekly depending on volumes and City preferences.
Remittances packages may also be done electronically via the HdL electronic remittance process.
If utilizing the electronic remittance option, applications together with all relevant information are provided to the City in an electronic image format with revenues distributed to the City in one payment net HdL’s fees. Using the electronic remittance option will allow the City of upload the data directly to the City’s database saving data entry
time.