YES TM

Who charges the NSF fee?

• The property

• The bank/ reflected in their bank statement

• The property trough YES

• The bank to YES. We pass that fee back to the resident

Can we refund the new account set up fee?

• They need to talk to the office

• Yes, create a case

• No, it's a protocol fee

• Maybe, they can discuss with the office

Can we change the service dates to collect the data and post the charges?

• Yes we can as we calculate the bills

• It is linked to the provider billing, they need to talk to the provider

• It is linked to the provider billing, we cannot

• It is linked to the provider billing, they need to talk to the office

Can we accommodate the due date to the resident's convenience?

• They are paying anyways, it is possible

• We cannot do this, talk to the office and create a case

• They are paying anyways, they need to talk to the property

• we cannot do this as the community is billed as a whole. 

Does YES charge a utility billing deposit at the time of move in?

• Yes, along with the admin fee

• Yes, with the NAS fee

• No, we only charge the NAS Fee

• It's not YES, but the property who charges a move in fee

As per UBQR we are not allowed to change the name on file, but can we add a name to the account instead?

• yes, because the initial info is still there

• No, because the property will escalate us

• Yes, it is not a change

• No, because an addition is still a change

Can we provide information about the lease agreement or letters in the resident's profile?

• Yes, if it's there we can

• No, escalate

• Yes, as long as it's not forbitten per UBQR

• We only care about of statements, not other attachments

Do we ask for a follow up method when requesting a late fee removal?

• Yes, we ask for it on every case

• No, if the late fee removal is approved it will be reflected in the next bill

• No, if the late fee removal is approved it will be reflected in the ledger

• We don't create cases, we send them to the office

If a resident asks to see the MM bill, you...

• Send it via email

• Advise to send a written request to their office

• Advise to send a written request to YES

• Advise to send a written request to their provider

Can a past resident still log in to the YES EM web account?

• Yes, if the email is still on file

• They need to contact the office

• No, they will get an invalid account error

• They will get an invalid account error and will need to contact the office