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Application - Direct Lease SOP

Management-only playbook for email-based direct leases. Aligns with Steward contract pillars and response expectations.

SLA (use Response SLAs)​

  • Standard inquiries: SLA-BIZ first meaningful response.
  • Critical (access/safety/lockout): SLA-URG (15m ack, 30m action start).

Scope in the lifecycle architecture​

  • This SOP is the direct-lease wrapper.
  • It owns direct channel intake, lease administration, and direct-lease financial closeout.
  • It hands off physical onboarding/during-stay/offboarding operations to Resident Lifecycle SOP.

Direct channel flow (pre-occupancy lease administration)​

  1. Intake
    • Channels: enquiry@zeta.house and form submissions.
    • Log the lead in Applications (internal tooling) with timestamp and requested dates/room.
  2. Initial response (templates in Application Direct Lease Email Exhibits)
    • Send availability + ask for tour windows (provide 2-3 options within 24-48h).
    • Explain $20 tour deposit (Stripe link): credited to rent; refunded if we cancel/reschedule.
  3. Tour deposit + scheduling
    • Send Stripe payment link; confirm receipt.
    • Schedule call + virtual walkthrough; calendar: use Calendar (separate direct calendar context so Airbnb blocks are unaffected).
  4. Tour & fit
    • Run tour; capture notes (date/time, attendee, fit decision, next step) in Applications log.
  5. Offer & lease
    • If proceeding: send DocuSeal lease for review/signature.
    • Populate defaults (room, dates, rent, cleaning, guest/pet fees as applicable).
    • Do not change pricing/discounts outside approved pricebook.
  6. Security deposit + first invoice setup
    • Invoice security deposit via Stripe/Xero after signed lease; daily reminders until paid.
    • First invoice due 3 days before lease start (or immediately if start is sooner); daily reminders when overdue.
    • When preconditions are complete, hand off to Resident Lifecycle SOP.

Handoff to shared in-house lifecycle​

  • Start shared protocol at the entry criteria in Resident Lifecycle SOP.
  • Shared protocol runs pre-arrival readiness, arrival/orientation, during-stay operations, and physical move-out.

Return handoff (direct-lease closeout after move-out)​

  • Reconcile security deposit and damage deductions per lease terms.
  • Send final invoice/statement and collect outstanding balance.
  • Issue required notices/receipts and close account status.
  • Community Steward sends direct-lease review request using Google review link: https://maps.app.goo.gl/ERH4rxjA8qDYHzTD7

Artifacts to keep current​

  • Lead log (timestamps, stage, owner, next step).
  • Tour deposit status (Stripe receipt link).
  • Lease (DocuSeal link) + signature status.
  • Security deposit and invoice status + payment proof.
  • Calendar blocks (direct + Airbnb) for confirmed stays.
  • Handoff record into Resident Lifecycle SOP.
  • Direct-lease closeout record (deposit reconciliation + final statement).
  • Review request record (sent timestamp, sender, and recipient).