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2020 THE VENTERRA EXPERIENCE

NOT JUST SURVIVING, BUT THRIVING

Celebrating 20 Years


Celebrating 20 Years

THE VENTERRA EXPERIENCE

2020

NOT JUST SURVIVING BUT THRIVING

VENTERRA.COM VENTERRALIVING.COM WOW MATTERS / 12TH EDITION

DISCLAIMER CDC Guidelines and proper social distancing precautions were followed throughout the COVID-19 pandemic. Some photographs used in this book were taken before the pandemic.


THE VENTERRA EXPERIENCE A YEAR TO REMEMBER: NOT JUST SURVIVING, BUT THRIVING

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ACKNOWLEDGEMENTS

R I C H A R D R O O S | C A LV I N L E E -Y O U N G | A N D R E W S T E W A R T | J O H N F O R E S I | D R O R G O L D B E R G

ACKNOWLEDGMENTS

Each year, we are more and more amazed at the dedication shown by Venterra employees. This year was no different. We saw everyone step up, remain open-minded, and pivot from current processes to keep our communities open and operating during a global pandemic and multiple weather events, while still championing Venterra’s culture and Core Values. 2020 was a year like no other and brought challenges that we have not faced before and, as we celebrate our 20th year of building communities, it is evident that our people are what carried us through the unprecedented times with laughter, caring, and resolve. We would like to thank each and every employee and resident for your contributions to this publication.

Throughout everything, you answered surveys, left reviews, wrote on specific topics, provided feedback, participated in interviews, and shared your stories to highlight a year of Venterra Experiences. We could not put together this book without you.. A very special Thank You to Johnna Bacak for owning this project. Her efforts to bring it all together are astounding. Thank you, Johnna, for your dedication and passion every year in seeking out the stories that need to be shared with others. This book is written by the people of Venterra, about Venterra, and illustrates that we are successful as an organization because of the people. Thank you.


Hi Everyone,

since we last a year it’s been t ha W .  ay rw de read times have we d 2021 is well un ok.  How many 2020 is gone an bo e ar?  nc ye rie is pe th risis”, Venterra Ex year. in-a-lifetime”, “c epublished The nc “o , able to this past ic e” pl bl ap ka d ar an em te “r ria ”, they are approp “unprecedented expressions are, e os th as t ou membered for As worn a year that is re be t ub Changes do no ill , but changes.  back, it w ed ok en lo e pp w ha n at he th w things st time in In the future, just events and n.  This is the fir tio ot N ra   s. ge ag ge ex an et extraordinary ch the whole plan ld.  This is not an tory of the wor pulated it) that ec po aj tr ve e of ha th p le d ou re op gr that alte t as long as pe n.  No nation or e world (at leas huge disruptio a by d pe ip the history of th gr ously, ntially simultane ndemic has been, esse fected by the pa af un en be s ha h ck economic people on eart s, it has rolled ba ie tr un co ng pi an any.  In develo people back to fficult year for m ds of millions of re decades nd hu ke g ta It has been a di in ill rn ound.  It w more, retu of or pr de be ca ill w de is a th d progress by .  The effects of en in develope rty and hunger any people, ev ve m r po Fo of   e r. e th ve nc ith te co exis to re ling w orest countries ion, and strugg at po oc e sl es di th am ily of te m e n fa r ow loss, for som arts go out to ou vere illness, job he se ur nt O ea t.  m s ac th it’ nt e to e of co countries, rsonal losses du ation and lack ol pe is nt of ca s ifi ct fe gn ef si ed mental health have experienc arly those who ul ic rt pa , rs be mem seases, how pandemic. treatment of di ew vi e w w ho anging vironment, r ecological en 20 is already ch 20 ou in of re ed tu en fu pp e we are ey, th What has ha w, we sense that vs. global), mon l no ca en (lo Ev   ns k. ai or ch w we view supply lationships, and t. travel, social re s, ic lit po gger in hindsigh oge , energy d it will look bi an g, bi ng hi et som mpany, we in the middle of well, and as a co y el tiv la re d re That said, erall fa very fortunate.  stry that has ov s du ve in el rs an ou in t e un ar we co for many We at Venterra our industry, so en challenging ed be s rm ha fo e er m tp ho ou m ly fices closed, es. Working fro have significant w to keep our of without difficulti ho t en ou be e t ur no s fig ha to tant changes had I know it aling with cons ces; we’ve also de an d st an um e, rc ci nc e rie lif pe of us due to virus. ality customer ex t the COVID-19 ing Venterra qu ns er ai liv ag de nt ill la st gi vi le g whi le stayin idelines.  All whi has pulled in policy and gu e Venterra Team th ay w e th of d ite ity, I’m so prou e it work, desp drop of advers eativity to mak cr d an we e y, nc nc lie pa Given this back si occu your re ce on rents and all have shown pa u g in Yo .  units in ep er of ke th r le ge be hi to est num   Even w n. gh w hi ro e th th at en 20 be 20 the curves we’ve , and we ended new innovations y an m in d de succee the same.  y. d us has stayed Venterra histor ne ai st su s ha t And we , wha te uncertainty.  arkable change m ga vi re na of e ar w ye as a e id time.  They will Though it’s been d to be our gu stand the test of es have continue lu to va ue d in an nt re co ill ltu yond. Our cu them w of 2021 and be staying true to es iti at th un rt nt po de op nfi g can be co ke on the excitin ide us as we ta gu to ue in nt co

Andrew Stewart Chairman

ACKNOWLEDGEMENTS

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THE VENTERRA EXPERIENCE A YEAR TO REMEMBER: NOT JUST SURVIVING, BUT THRIVING

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WHAT'S INSIDE

10

Celebrating 20 Years

CARE DRIVEN SUCCESS

THE VENTERRA EXPERIENCE

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OPTIMISM LOOKING FORWARD

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LIFE AT VENTERRA COMMUNITIES

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HIGHLIGHTING HEALTHCARE HEROES


84

NOW THAT’S FUNNY

88

MOMENTS THAT MAKE YOU SAY WOW

106

LIVING LIFE THE BETTER WAY

108

& MOST IMPORTANTLY, OUR PEOPLE

TA B L E O F C O N T E N T S

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OUR PEOPLE, OUR FOUNDATION

WHAT'S INSIDE

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THE VENTERRA EXPERIENCE A YEAR TO REMEMBER: NOT JUST SURVIVING, BUT THRIVING

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CARE driven Success


When my son was younger, he asked me what I do for a living. I told him that I worked in the Multifamily industry, and he generally seemed content with that answer (he was understandably more worried about how many meetings and phone calls I had in a day). Recently, however, he has become more curious to better understand our business. What does Venterra do? What is my role with the company, and what are my responsibilities? Who are our customers, and what are we trying to accomplish as a company? His growth (and perhaps mine) made me think about what my son would want in an apartment home in a few short years. His world is very different from the one in which I grew up, and everyone’s world is much different than it was just a year ago. What does the customer of the future look like, and how does that materially impact our decisions? Although renter expectations will shift as new generations emerge, one thing will not change: we care more. I’m not afraid to admit I once doubted the ability to drive a competitive advantage by simply caring more. In this industry, goals are often focused on cutting costs and paying out short term gains to shareholders. However, at Venterra we’re playing the long game which means we are laser focused on building a better future for our residents, our teams, and our kids. We spend countless hours dissecting the future needs of renters and things like simple and convenient interactions are certainly at the top of the list. As a result, we have made the long-term bet to build a culture that is centered around caring, that energizes and fuels our people to do the same for renters. The evidence that our teams simply care more can be seen by awards such as ApartmentRatings.com’s Top Rated status and our recognition as one of Glassdoor’s Best Places to Work for three years. VENTERRA CARES ABOUT YOU

So, what did I tell my son I do for a living? I am fortunate to have the responsibility to create a culture of care that enables the best people in the business to do the same and create “home” for over 30,000 families across the country. Care-driven success is a reality and one we have the privilege of enjoying every day. Not a bad day’s work.

BRYAN GEORGE

Senior Vice President of Property & Asset Management Employee since 2011

CARE DRIVEN SUCCESS

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CARE DRIVEN SUCCESS

APPLAUSE, APPLAUSE

At Venterra, we raise the standard of apartment living through exceptional service. In short, when our residents are happy, we are happy. And when our company culture is noticed outside of our communities through workplace awards and public recognition, it’s a prime opportunity for us to give our Venterra Experience Leaders the shout out they deserve! These individuals work tirelessly to create an atmosphere where our employees can learn, grow, and be truly excited about coming into work every single day. And, as we accumulate more awards each year, it’s safe to say that their hard work and dedication definitely pay off!

Innovation Velocity Ratio

We are pleased to share that Venterra employees helped rank Venterra’s innovation in the top 6% of the thousands of companies that participate in the Great Place to Work Institute’s annual anonymous employee survey sponsored by FORTUNE magazine. In the survey, an Innovation Velocity Ratio (IVR) is calculated based off of employee responses, with companies receiving an IVR ratio of 11:2 or higher defined as being in an “Accelerated” state. Venterra Realty received an IVR of 15:2, meaning for every 15 Venterra employees willing and able to innovate, there are only two who are not. This unusually high ratio highlights Venterra’s ability to quickly harness, mobilize, and respond to new information and ideas.

ORA Power Rankings

Venterra ranked in the Top 20 of Division III (10,000 19,999 Units) Management Companies in the second annual ORA™ Power Rankings by J Turner Research. The ORA™ Power Rankings awards are based off of a monthly ranking of apartment properties and management companies based on their Online Reputation Assessment, or ORA™ score, created by an aggregate compilation of a property’s online reputation based off of ratings and reviews across various review sites and Internet Listing Services (ILSs). We are pleased to share that the average ORA™ in the Division III group was 65.87, with Venterra receiving a score of 75. This score points to Venterra’s continued focus on providing customers with Unparalleled Service Excellence.

SatisFacts EpIQ Index Ranking

Venterra ranked 16th out of the Top 100 Management Companies in ApartmentRatings & SatisFacts data’s epIQ Index. The “Experience & Performance Intelligence Quotient (epIQ) Indexis a single performance metric designed to be the most authentic, transparent and actionable industry metric for renters and Multifamily professionals alike. Venterra’s top 20 ranking illustrates how the company continues to meet and exceed the needs and expectations of its current, past and prospective residents.

VENTERRA RECOGNIZED WITH THE EXCELLENCE AWARD FOR THE 4TH CONSECUTIVE YEAR For the fourth consecutive year, Venterra properties have been designated as 2021 Kingsley Associates Excellence Award winners. The Kingsley Excellence Award distinguishes communities that outperform the Kingsley Index™ industry benchmark for overall resident satisfaction. Communities that receive this award go above and beyond to ensure their residents are satisfied with their living experience from start to finish. It is Venterra’s goal to continually improve the lives of residents by delivering industry-leading customer experiences, and we are proud to see the positive satisfaction surveys rise year over year.

VENTERRA RECEIVES APARTMENT RATINGS TOP RATED AWARD 2020 Venterra received the 2020 ApartmentRatings.com Top Rated Award. The annual ApartmentRatings. com award distinguishes the best apartment communities in the nation providing exceptional customer service. Only 5% of all U.S. properties listed on ApartmentRatings.com qualified for the award, making this a distinguished accomplishment for the Venterra portfolio. Venterra has a reputation of acquiring properties and turning them into Top Rated Communities within a year of ownership. Maintaining this high level of service during a pandemic is especially remarkable.


We are pleased to announce that Venterra has been selected again for a Glassdoor employees’ Choice Award, honoring the 2021 Best Places to Work! This is the third time that Venterra has made this list in the Small & Medium Company category.

GLASSDOOR NAMES VENTERRA ONE OF THE BEST PLACES TO WORK FOR A 3RD YEAR

2020

VENTERRA NAMED ONE OF THE 2020 BEST WORKPLACES IN TEXAS FOR 4 YEARS IN A ROW!

Unlike many other awards, there is no self-nomination or application process for this accolade. Instead, the award is based solely on anonymous, voluntary feedback from employees about their job, work environment, and employer on Glassdoor. Importantly, this means that every US company with a presence on the site is considered, making the recognition especially meaningful.

We are proud to announce that Venterra has been selected for regional recognition honoring the 2020 Best Workplaces in Texas, another Great Place to Work® Institute Award. Published with FORTUNE, we ranked #1, up from #2 last year, in the small and medium companies category (companies between 10 and 999 employees) on the 2020 Best Workplaces in Texas list, a recognition we’re honored to have received for the third year in a row. This selective list relies on employee satisfaction surveys from Texas employees working at companies with less than 1,000 employees. While this award is Texas-based, it is fair to say that the recognition is a shared one for the entire organization as culture is dependent on the whole of the parts supporting each other.

GREAT PLACE TO WORK® & FORTUNE NAMES VENTERRA ONE OF THE BEST MEDIUM WORKPLACES FOR A 5TH TIME IN A ROW!

We are proud to announce that Venterra has been selected for a Great Place to Work® Institute Award, honoring the Best Medium Workplaces in 2020! Published with FORTUNE, at spot #20 in the medium company category (of all participating U.S. companies between 100 and 999 employees) we are the highest-ranked Multifamily real estate company on the list. This is the fifth year in a row that Venterra has won this prestigious accolade.

APPLAUSE, APPLAUSE

VENTERRA NAMED ONE OF THE BEST WORKPLACES FOR WOMEN We are proud to announce that Venterra has been selected for another Great Place to Work® Institute Award, honoring the Best Workplaces for Women in 2020! Published with FORTUNE, Venterra received this great accolade due to the feedback our employees provided in our 11th Annual Employee Satisfaction Survey, resulting in us becoming “Certified” by Great Place to Work® Institute and eligible to be a winner of this prestigious award.

CARE DRIVEN SUCCESS

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CARE DRIVEN SUCCESS

our beliefs, our principles JOHN FORESI | CEO Each year, when I think about our Experience Book, I reflect upon the previous years, and I am always humbled by how Venterra has grown individually and collectively as a group who passionately believe in and live Venterra’s 7 Core Values. This has been an unprecedented year, like no other in Venterra’s history, with various challenges and changes brought on by the COVID-19 pandemic. Nevertheless, this year has also been one of accomplishments. We have provided above and beyond service to our residents that Venterra has become known for, even within the context of COVID-19. We have also achieved improvements in every area of our business, demonstrating both thought and execution of leadership in our industry while also growing Venterra in a difficult environment. All of these achievements tie back to, and are a result of, our collective dedication to our 7 Core Values. Andrew Stewart and I penned our Core Values on August 8, 1994: Honesty and Integrity, Humility, Never-Ending Pursuit of Excellence, Candor and Openness, Unparalleled Service Excellence, Team First, and Prudent Cost Management.

We decided that these were the principles we would hold sacred and that all employees of Venterra would embrace these Core Values and hold them as dearly as we do. If someone doesn’t hold these values, that’s fine, but they cannot work for Venterra. And looking back at 2020, our Venterra Team has demonstrated these Core Values in all that they do with humility, dedication, and resiliency. Venterra’s culture of Service Excellence and Team First has never been more apparent than now. Everyone at Venterra has been able to swiftly pivot and adapt to complications and changes in new and innovative ways to continuously put the needs of our residents and the Team, first. Only by championing these guiding principles, that are considered in every decision Venterra employees make, have we been able to build a company that has been strong enough to overcome this year. 20 years later, the Core Values upon which Venterra was built remain as important and integral to our daily operations as they did when Venterra first entered the industry.


[ OUR CORE VALUES ]

CARE DRIVEN SUCCESS

O U R B E L I E F S , O U R P R I N C I P L E S , O U R CO R E VA LU E S

[HONESTY & INTEGRITY] The highest standard of integrity and honesty will permeate all of our actions [HUMILITY] We are always learning. We will not allow personal or corporate arrogance to get in the way of progress and success. [NEVER-ENDING PURSUIT OF EXCELLENCE] We take pride in what we do and our pursuit of a “Better Way” never ends. We have an intense sense of urgency in everything we do. [CANDOR & OPENNESS] We will respectfully tell each other the truth; both the good and the bad. Politics will not be allowed to get in the way of our pursuit of excellence. [UNPARALLELED SERVICE EXCELLENCE] We aim to be the standard of service excellence against which others measure themselves in our industry. [TEAM FIRST] While we encourage and reward individual achievements, we make team success a priority. We will make personal sacrifices to ensure the team succeeds. [PRUDENT COST MANAGEMENT] We will make careful and sensible value-based decisions about all money and other resources entrusted to us.

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CARE DRIVEN SUCCESS

optimism looking forward TRYING TO SUM UP 2020 IS NOT AN EASY CHORE. THERE WAS MUCH ANXIETY, SADNESS, AND TOUGH TIMES AROUND THE WORLD. People lost jobs and suffered financial crisis; businesses went bankrupt. The tragic killings of Ahmaud Arbery, Breonna Taylor and George Floyd, set off a wave of protests. And we all know a family member or friend whose health was impacted directly by COVID-19. While we can’t forget the hardships that were experienced in 2020, it is also important to appreciate the positives we can take away from the year. With hope and confidence about what lies ahead, I would like to share some reflections on 2020 and why, despite what was a very tough year for Venterra, and with still looming challenges in 2021, I am very optimistic about our future. 2020 reminded me that we are very fortunate to be in the Multifamily apartment industry, which has shown great resilience during this past year, and appears well positioned for the future. Our communities have performed relatively well compared to our industry peers and other competing real estate classes, and we have the full confidence of our investors. The long-term future for Venterra looks very bright. We have made good choices in where we do business, how we conduct ourselves with the level of risk we have taken on, and by always being focused on the long game. These strategic choices protected all of us in 2020 and allowed us to continue to pursue opportunities as 2020 progressed. We exited the year with significant success on the acquisitions front in Q4, and we see growth ahead of us in 2021 in the form of increased acquisitions, ground up developments, and new geographic markets.

I am grateful that we are on such a solid financial footing, and well positioned to take advantage of the opportunities ahead of us. As I reflected on 2020, I kept coming back to how grateful I am for the amazing Venterra Team members who showed courage, adaptability, and resilience in navigating, not only a financial crisis, but a health crisis. It was inspiring and humbling to see how our front-line team members managed to keep our doors open and continued to provide exceptional and safe service to our residents. COVID-19 required us to reinvent our business over the course of days and weeks, a huge testament to our adaptability and ability to innovate as an organization. Our corporate support teams were awesome in their ability to pivot and identify solutions to help our on-site team members effectively and safely navigate the new and rapidly changing operating environment we were thrust into. Responding to COVID-19 was physically and mentally challenging for everyone, both at work and at home, and we showed great resilience in weathering this storm. It is always in moments of crisis that you fully appreciate how the strength of every great organization is represented by its people. It’s a privilege and honor for me to be part of the Venterra Team. There is no doubt that 2020 is not going to go into the books as our greatest year, far from it. We absorbed several blows that tested us in entirely new ways. But when you have an incredible culture and a collection of individuals who show courage, adaptability, and resilience in the face of challenging times, there is certainly reason for great optimism regarding our collective future.


To all Venterra employees – Thank you. You were the difference makers in a very challenging year and the primary reason I am so optimistic about what lies ahead for Venterra in 2021 and beyond.

OPTIMISM LOOKING FORWARD

RICHARD ROOS

COO Venterra Realty Canada Employee since 2002

CARE DRIVEN SUCCESS

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CARE DRIVEN SUCCESS

ENJOY SOME RETAIL THERAPY I absolutely love my new home; everyone on the staff I’ve met so far has been super friendly. This is a quiet neighborhood and in a really great area of West Midtown Atlanta. Also, who wouldn’t love the perks of receiving discounts at the local retail shops, so clutch!

This is a great place to live. Awesome location! I am able to walk to the grocery store, various restaurants, stores and pubs.

I’ve lived here for 4 years so far, and can’t imagine going anywhere else. The location is perfect with multiple restaurants, bars, and a grocery store within walking distance. 4123 Cedar Springs hosts a vibrant community in a beautiful complex with all the amenities you need: gorgeous renovated pool, dog washing stations, a gated parking garage, and roaming building security to name a few. The management team here does a phenomenal job of making you feel welcome, and that doesn’t stop after you sign your lease. The apartments are spacious with beautiful views of Dallas wherever you are. If you’re looking for an affordable but upscale place to live in Dallas, 4123 Cedar Springs is a major contender.

MARIANNE MORTON Venue at Hometown, North Richland Hills, TX Resident since 2017

4123 Cedar Springs, Dallas, TX Resident since 2016

ALEXIS JOHNSON Apex West Midtown, Atlanta, GA Resident since 2019

Northbridge is a very beautiful, clean, and gorgeous place to live. With two pools, very large fitness center, and secure gate access, I can come home feeling safe and it always feels welcoming. The apartments are spacious, very well laid out, gorgeous updated appliances, and the rooms are a decent size. Northbridge doesn’t feel like your average apartment complex. It feels and looks like a community. Hair salon and restaurants upfront, and the layout of all the buildings feels like a neighborhood. And that’s my favorite part. For what I’m paying, they give you more. They are anything but average. The office staff is very friendly and professional. They are always willing to help you with anything you want. I couldn’t ask for a better place to live.

BRIDGET RUCH

Northbridge at Millenia Lake, Orlando, FL Resident since 2020

JANSEN HARRISON

I recently viewed Town Station with my roommate. We are interested in a 2 bedroom for October. Jasmine and Jordan were amazing! The doors were locked upon our arrival but they had a cute little doorbell for us to use. They even had a cute little sign out front stating masks are required. They greeted us and called us by name. The apartments were beautiful and the grounds were clean. They didn’t have an apartment for October but as soon as they do, we will lease with them. Perfect location and it even has retail shops on site.

KARINNE CASSEL GOOGLE REVIEWS

Town Station Lofts, Cary, NC Prospect in 2020


R E TA I L F E E D B A C K

•••••••••••••••••• As you can imagine, things have been tough as a small business owner during COVID. My business has been adversely impacted due to partial shutdowns mandated by the state. On top of that, I rely on customers coming in that have been staying home instead. Therefore, revenue has declined. I am continuing to have to spend my own money to keep the business afloat. I won’t be able to do that much longer. I have exhausted the very limited government funding I was able to obtain. Rent is my biggest expense, and other than deferred base rent, for April-June, which I am now repaying. More importantly, I have to monitor my own health, and that of my employees, every day before I can open my shop. If any of us tests positive for COVID, I will be forced to close for 2 weeks and incur additional costs to professionally clean the shop prior to re-opening. So, morale is pretty low, to put it nicely.

EMPLOYEE FEEDBACK We worked with each retailer individually to understand the challenges they were facing and helped them navigate and adapt to the challenging COVID environment, including payment arrangements for the rent due during the months they were shut down and email blasts to residents to assist with marketing efforts. We prepared and provided them with an in-depth outline of the government’s small business assistance programs. We also faced challenges with half a dozen retailers when COVID restrictions put a halt to their construction and caused significant delays throughout the process. We allowed them to extend their lease commencement to provide them with more time to complete their build-out before opening for business and paying rent.

JESSICA INMAN

ANDREA CROSS DIAL WITH CRAFT BEER CELLAR

Town Station Lofts in Cary, NC

R E TA I L F E E D B A C K

•••••••••••••••••• COVID has been the most challenging for a bar restaurant to deal with. It has sufficiently and significantly hurt our business. Our sales for the last few months have been about 55% lower than previous years. I have been in this business for 20 years and this has by far been my hardest year. We are surviving but it has been very difficult.

ARTHUR HOOD CEDAR SPRINGS TAP HOUSE

4123 Cedar Springs in Dallas, TX

Experience Leader, Commercial Property Manager Venterra Corporate Office Employee since 2019

DEXTER RENDON

Experience Leader, Senior Community Manager Northbridge at Millenia Lake, Orlando, FL Employee since 2011

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E N J OY S O M E R E TA I L T H E R A P Y

I love seeing residents be able to drop off their kids at daycare on the way to work in the morning and then pick them up on the way back to their apartment. It means they’re not having to fight traffic to get to a day care somewhere, then fight traffic to get back home. They just get to pick their kids up and drive through the gate! And with a little grocery store and restaurants – we can all get what we need without even leaving the property. It really made a difference during lockdown – residents and team members were able to get what we needed without even having to get on an actual road.


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BUILDING THE FUTURE As with most other industries, COVID-19 hit the construction industry hard, presenting challenges in contractual obligations, availability of resources, deliverables, health and safety measures, and project delays or cancellations. Amid these obstacles, The Venterra Construction Services Group was able to successfully complete a few major construction projects in 2020, including the addition of 2, 24-unit buildings at Silverbrooke and enhancing the retail footprint at Northbridge at Millenia Lake. Specific challenges to these projects, as well as a variety of other smaller projects, were the cost and availability of goods and services, pointedly lumber, appliances, workforce availability, and utility provider timeliness.


As the largest project at the time, constructing additional buildings at Silverbrooke posed the most challenges and provided the best opportunity for adjusting processes to ensure success. For example, during the pandemic, market lumber pricing increased upwards of 60%.Through forecasting and the efforts of Alex Khadaronak, Venterra was able to procure lumber ahead of large cost increases and reduced production. Also, it became evident that there would be a global shortage of appliances. To ensure the success of the project, multiple manufacturers were contacted, which resulted in the procurement of needed appliances, with only minor alterations in appliance features. There were also delays in support services such as 3rd party utility companies. Dealing with their own COVID-19 related issues, those 3rd party providers advised that they would have to delay deadlines. To overcome these delays, timelines and activities had to be escalated. As with any adverse situation, lessons are learned from overcoming obstacles. From COVID-19 specifically, the Construction Services Group has several takeaways that will enhance future endeavors: • CONTRACTUAL OBLIGATIONS & LANGUAGE addresses potential time extension scenarios, shared risk and cost impact on the overall project, and availability and cost inflation of materials. • REDEFINING JOBSITE RISK & SAFETY includes social distancing, employee self-monitoring, jobsite temperature checks, sanitizing policies for workers and jobsites, and controlled access to jobsites. • INCREASED USE OF TECHNOLOGY accelerates the use and adoption of new construction technologies that have resulted in more efficient operations. Tools such as video conferencing and remote jobsite monitoring are just a few.

• MORE REMOTE WORK sets up the support staff, such as back-office workers, accounting teams, and project coordinators. While construction workers may not be able to work remotely for most of their tasks, reducing on-site staff will help manage costs, which can be applied to new safety measures and better technology.

That is clearly the case in the construction industry as it has had to quickly navigate and rethink safety, supply chain issues, design changes and more, many of which have been “in the works” for years. Many of these sweeping changes and new approaches will remain in place long after the outbreak has subsided.

All departments within Venterra have learned a lot from this pandemic; we have become more agile and resilient by the lessons we have learned and the changes we have made. The Construction Services Group has done an amazing job with maintaining schedules and deadlines. This is largely due to the construction experience that Venterra has gained and the buying power the company has through its various vendor relationships. Creating a safe work environment for Venterra employees, our contractors, and vendors, and for our residents is at the center of our decisions. In addition, managing project-related risk to reduce company exposure is paramount to our group. Although COVID-19 horribly affected health and economy around the world, it has presented challenges which allowed us to increase our knowledge and preparation and become stronger as a result.

JOEY BRUCE VP of Construction Services Venterra Corporate Office Employee since 2007

CARE DRIVEN SUCCESS

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BUILDING THE FUTURE

• IMPROVING VENTERRA’S COMMUNICATION PLAN adds more updates in the project risk register and identifies potential delays and strategy.

There is no doubt that COVID-19 has posed longterm effects on the construction industry. An article in The Construction Executive advised, “COVID-19 has changed how people live, work and interact in their personal and professional lives. While time will bring back some semblance of normalcy, there will be some facets that will be changed for the foreseeable future.”


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CARE DRIVEN SUCCESS

Construction Challenges During a Pandemic

Challenge Lumber cost increased by 40-60%.

SOLUTION We were able to foresee this, based on market projections, and asked the contractor to procure lumber in advance of need.

KEEP SOCIAL DISTANCE OF 6 FEET APART


KEEP SOCIAL DISTANCE OF 6 FEET APART

CO N S T RU C T I O N C H A L L E N G E S D U R I N G A PA N D E M I C

Challenge

Limited contractor availability due to employees calling in sick.

SOLUTION

We continuously rotated resources to cut down on worker strain.

KEEP SOCIAL DISTANCE OF 6 FEET APART

CARE DRIVEN SUCCESS

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CARE DRIVEN SUCCESS

One advantage that is special to Venterra is the ability to provide residents with housing options in 11 major U.S. cities. Oftentimes, when our residents move from one market to another, we see them specifically seeking out other Venterra communities in that area. This loyalty can be attributed to the exceptional living experiences provided by the Venterra team on a daily basis. ALLIE FOARD

Experience Leader, Communications Manager & Brand Specialist Venterra Corporate Office Employee since 2021

12 Major Cities. 25 Suburbs. 64 Communities. 18,268 Apartments. 30,000 Residents. 548 Employees. One Venterra. »

»

VENTERRA OPERATES IN MARKETS THAT PROVIDE THRIVING ENVIRONMENTS FOR OUR EMPLOYEES AND RESIDENTS


ATLANTA

AUSTIN

Known for being the capital of Texas as well as the Live Music Capital of the World®, Austin embraces diversity and is rich in culture. With state incentives and property tax rebates attracting companies such as Apple, Samsung, and Tesla to relocate to Austin, this strong economy will be home to many for years to come.

DALLAS

FORT WORTH

Dallas is home to over 1,000 Venterra apartment homes where economic indicators suggest a strong housing market that invites new people to move to Dallas every day. In fact, according a report from Redfin in February 2021, Dallas had the second largest net influx of people in the U.S. in 2020.

Boasting unique character, rich culture, and modern sophistication, only in Fort Worth, Texas can you drink a beer at a championship rodeo and then visit a world-class museum, all in the same day. And Venterra’s five Fort Worth communities are as diverse as the landscape, offering everything from a classic, garden-style community with views of the lake to a midrise with breathtaking views of the downtown skyline. CARE DRIVEN SUCCESS

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MANY MARKETS, ONE VENTERRA

Venterra owns and manages over 4,000 apartment homes in Atalanta, Georgia and the surrounding suburbs. Known for its southern charm and modern sophistication, Atlanta has it all. From towering skyscrapers to charming small towns, Atlanta’s economy and markets are very diverse and offer something for everyone.


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CARE DRIVEN SUCCESS

HOUSTON

JACKSONVILLE

Houston, Texas is not only the largest city in the Lone Star State, but it is also Venterra’s largest market with 20 apartment communities located in Houston and the surrounding towns and suburbs. Each community and neighborhood has unique accommodations to fit any taste or price range, from affordable communities to upscale residences. Houston’s booming economy and diverse offerings make this city one of the most desired in the country.

Sandy beaches. Sunshine. Ten state and national parks. Top-ranking schools. Abundant job opportunities. Low costs of living. What more could you want? Jacksonville, Florida has it all! And Venterra has two apartment communities in the middle of it.

LOUISVILLE

NASHVILLE

Louisville is Kentucky’s largest city and is home to three Venterra apartment communities where residents can take advantage of everything this beautiful city has to offer. Renting in Louisville affords residents the opportunity to visit the Louisville Slugger Museum, eat at any of the city’s award-winning restaurants, or attend the world famous Kentucky Derby at Churchill Downs.

We can’t say “Nashville” without mentioning the Legendary Country Music scene that includes the famous Grand Ole Opry, the Country Music Hall of Fame, and the historic Ryman Auditorium. Venterra has maintained a small footprint in Nashville for many years and currently owns and manages a community in one of the most desired neighborhoods of Nashviille: Sylvan Park.


ORLANDO

RALEIGH

Raleigh, the capital city of North Carolina, and the surrounding “Research Triangle” is home to a number of technology institutions and universities. Just 15 minutes from Raleigh, you’ll find Cary, voted one of the safest cities in the nation by Homesnacks and Homes.com. Residents of Venterra’s two Cary properties enjoy the economic benefits of this fast-growing city and its natural beauty.

SAN ANTONIO

TAMPA

The Alamo may be the most renowned structure in this city, but San Antonio has plenty more to offer. Whether it’s shopping and eating on the Riverwalk or visiting a local theme park, residents of San Antonio are never bored. And with six Venterra apartment communities in the area, residents can choose from an apartment home with a historic, boutique, downtown feel or something more modern located in one of the suburbs.

With its perfect mix of vibrant business districts, beautiful waterways, and laid-back beach lifestyle, Tampa is a great place to work, live, and be entertained. Some of the most popular things to do include strolling along Tampa’s Riverwalk, sticking your toes in the white sand at one of the nearby beaches, or visiting the walking trails and nature preserves. Commuting to and from Tampa is easy with convenient access to several major interstates in addition to Tampa International Airport. CARE DRIVEN SUCCESS

27

MANY MARKETS, ONE GOAL

Of course, Orlando’s claim to fame is visiting Walt Disney World, but for those living in Orlando, enjoying the gorgeous lakes, sunny skies, and beautiful architecture happens every day. Orlando is not just a tourist town; it’s a city whose economy is kept strong with affordable real estate and a business-friendly tax climate.


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28 LIFE AT VENTERRA COMMUNITIES

Life at Venterra Communities

in 2020


Venterra’s strategy for delivering an award winning and differentiating experience revolves around the quality of our people, all our people. From those on the front lines interacting with renters directly to those leading strategy, building processes, or technology solutions, the quality of our people and shared passion for continuously driving our brand and improving the renter experience is what makes the difference. The quality of every decision we make and every interaction we have with our customers is built upon honest and effective communication that is warm, respectful, thoughtful, attentive, and expresses gratitude with every opportunity. This is how we differentiate ourselves and establish our competitive advantage. THE RESIDENT EXPERIENCE IN 2020

It’s our people that magnify our value and it’s this investment in people to better serve our customers that is rooted in our Core Values.

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LIFE AT VENTERRA COMMUNITIES

2020 CHANGED

THE WORLD & THE WORLD changed home

OVER 18K HOMES WERE REPURPOSED HOMES BECAME OFFICES

KITCHENS BECAME CONFERENCE ROOMS

COUCHES BECAME RESIDENTS CLASSROOMS BECAME CHEFS PATIOS BECAME BARS

BEDROOMS BECAME GYMS


VENTERRA IS HOME TO

5000 HEALTHCARE HEROES

184 140 472K PACKAGES 1240 FURRY FRIENDS WERE ADOPTED

DELIVERED WITH TOUCHLESS PACKAGE LOCKERS

9136

SMARTHOME BUNDLES INSTALLED

5

COMMUNITIES ACQUIRED

$65K IN PRIZES

GIVEAWAYS & CONTESTS

FOOD TRUCKS FED FAMILIES & FRIENDS

FIVE STAR REVIEWS



15K

CONTACT FREE MOVE-INS

198 122K

MAINTENANCE HOW-TO VIDEOS CREATED

SERVICE OPPORTUNITIES COMPLETED

LIFE AT VENTERRA COMMUNITIES

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2020 CHANGED THE WORLD & THE WORLD CHANGED HOME

1674

JOINED OUR TEAM


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LIFE AT VENTERRA COMMUNITIES

HERE FOR YOU,

Always

This pandemic has truly uprooted peoples’ lives and made life a larger challenge for most. During the pandemic, I have been very fortunate to be able to work for such an amazing organization, but I will say it has been a very eye-opening experience. I am now wearing many hats when working with our residents because of the pandemic and our role in their lives. We are their home and we are their comfort when times get rough. I have helped many residents prioritize their finances and navigate the confusing government systems to apply for unemployment or sign up for assistance. I have personally been in a situation where you have to make the hard decision about which bill to pay and which not to, and with that experience, I believe it has allowed me to empathize with them and use my experience to help guide them in their choices. I have also been able to help residents with their resumes using my HR experience and have connected them with recruiters and temp agencies to get them back into the workforce. While this pandemic has made things harder for everyone, it has brought us together and allowed everyone to support each other in a time of need, which I am truly grateful for.

WILLIAM LEVECK

Experience Maker, Better Living Manager Riverbend, League City, TX Employee since 2018

We asked our employees,

HOW DID YOU HELP RESIDENTS OVER 2020? Venterra put policies into place to provide a safe working environment and promote safety to our residents. Some of those policies consisted of limiting capacity numbers to our amenity areas for social distancing, requiring face coverings in the clubhouse and doing due diligence on the cleaning of our facilities. With our team addressing these matters seriously, we can provide peace of mind to our residents that we are doing everything possible to provide a safe environment.

ANNE HOVEY

Experience Maker, Better Living Consultant Villas at Newnan Crossing, Newnan, GA Employee since 2015

In this pandemic, it truly is about the little things and being able to help in any way possible. There have been several times I have given residents rides on our golf cart or helped residents carry packages and groceries to their home. It may not seem like much, but something that feels so natural for me, is an impactful moment for a resident. I recently talked with one of our residents on the phone for over an hour as she expressed her sadness about her father’s death. Yes, I had a ton of stuff to get to, but I knew this was more important and that she needed someone to talk to and help her process what was going on in her life. That is what I love about this organization; we are encouraged and pushed to make connections and know that residents are not just a number or percentage, they are people and we are their friends and family in a time of need. The experiences and connections I have had with residents during this pandemic have been so rewarding and have made me feel like I have made an amazing impact on our residents’ lives.

MARLAYNA WRIGHT

Experience Maker, Leasing Manager Northbridge at Millenia Lake, Orlando, FL Employee since 2019


I had to comfort quite a few residents letting them know that the pandemic wasn’t only affecting them and that everyone was in it together. A ton of my residents had financial issues and some still do. We had to work out plans to help them get back on their feet and they now have become some of my most loyal residents.

KEITH WARNER

Experience Leader, Community Manager The Metropolitan, Louisville, KY Employee since 2019

The Better Living Manager role has been an interesting challenge. Maintaining the balance of having to collect harder than I’ve ever had to before while also allowing for flexibility and having those conversations has changed the perspective of my residents. I see a gratitude that sometimes I don’t feel like I deserve but I see them less stressed and it makes them so happy.

CASEY CLARK

Experience Maker, Better Living Manager Fairways at South Shore, League City, TX Employee since 2019

ERIC BENAZERAF

Experience Leader, Maintenance Manager Silverbrooke, Stafford, TX Employee since 2017

STEVEN KING

Experience Maker, Better Living Consultant Silverbrooke, Stafford, TX Employee since 2017

With the stress created by this pandemic, it has made it hard not only on our residents, but also on our prospects. I had a couple walk into our offices with the look of sheer panic on their faces. They needed to move ASAP and they didn’t know where to start. They had not leased an apartment in so long. As soon as they sat down at my desk, they let me know they had been looking at apartments all day and felt as though they were running on ice and were getting nowhere; no one was helpful, there were so many options to choose from, and no one understood their sense of urgency. I immediately went into action and helped comfort them during their time of need. I was able to tour them and explained everything in fine detail, answering any questions they had, while at the same time, giving them important items to look for when apartment shopping. They immediately found comfort in this and truly appreciated the dedication and genuine sense of care I had when helping them. So much so, they didn’t go anywhere else and chose Gateway North to be their new home. Since this was going to be a next day move in, I walked them through the steps of the application process and got everything setup and ready for them to move in. While it was a few hours of touring and helping them, at the end of the day, those few hours of help meant the world to our new future residents. By the time they moved in, the stress melted away and they were truly grateful for the experience they had in finding a new home.

ANDREW MCMAHON

Experience Maker, Better Living Consultant Gateway North, Clearwater, FL Employee since 2020

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H E R E F O R YO U , A LWAY S

This pandemic has been trying for everyone and has added stress to daily activities. While we cannot necessarily control the pandemic, we can control our resident’s experience. With the number of stressors in the current environment due to COVID, the last thing that people want to worry about is if a work order is completed. By taking all the proper precautions, we were able to continue to provide our high service standards and make sure resident’s homes were a place of peace and tranquility when coming home from an exhausting day. Many residents were grateful and appreciative for our continued pursuit of excellence through these crazy times of COVID.

Here at Silverbrooke, we have been able to positively impact our residents by staying open and giving comfort in conversation during this pandemic.The communication and updates through the Venterra Newsletters have been extremely helpful, navigating them through the new norm and showing them that we genuinely care about them as people, not just numbers on a screen. With the Healthcare Heroes Recognition initiative, we were able to recognize those who are on the frontlines in the medical industry risking their lives daily. Being able to provide continued service of work orders was an effortless way we as a property could make an impact as well as keeping residents engaged with activities such as food trucks, pizza delivery, and various contests. While this pandemic has not been good for anyone, it has allowed us to strengthen our relationships with our residents.


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LIFE AT VENTERRA COMMUNITIES

MEMORABLE

MOMENTS in 2020 Cashing In BIG

Blissful Breakfast Bites THE PERFECT WAY TO START THE DAY

10K GOES A LONG WAY FOR RESIDENTS AT VENTERRA!

$

10K giveaway Congratulations

GREGORY CHAMPIONS GREEN ALPHARETTA, GA •••••••

C.T.

FOREST VIEW THE WOODLANDS, TX •••••••

PAUL

CARLYLE PLACE SAN ANTONIO, TX •••••••

J.H.

PRESERVE AT BAYWOOD PASADENA, TX

CELESTE

BALA WOODS AT KINGWOOD KINGWOOD, TX •••••••

C.W.

BRADFORD MILLS LOFTS LOUISVILLE, KY •••••••

L.B.

Order Up! DELICIOUS FOOD

TRUCKS OFFER LUNCH TIME BITES

JONATHAN COBBLESTONE AT EAGLE HARBOR FLEMING ISLAND, FL •••••••

SIVA

ESTANCIA AT MORNINGSTAR THE COLONY, TX •••••••

GATEWAY NORTH CLEARWATER, FL •••••••

HOLLIE

FALCON SQUARE AT INDEPENDENCE WINTER GARDEN, FL

“Fall”ing for Pumpkins

WE STAYED AHEAD OF THE CARVE WITH THIS SURPRISE PUMPKIN POP-UP

Slice, Slice, Baby EVERYONE DESERVES A PIZZA PIE


The Lucky 5

Nice Wheels GETTING RESIDENTS

“RE-CYCLED” & READY TO GO!

FIVE LUCKY RESIDENTS “TAKE ALL THE CREDIT” & SAVE BIG

$

500 giveaway Congratulations MURPHY B.

JOSUE A.

JOE & BEVERLY G.

MICHELE & AMOR H.

ST. ANDREWS PEARLAND, TX •••••••

TREE PARK FLOWERY BRANCH, GA •••••••

SUSAN T.

Feast Mode GOBBLING UP

JOYOUS MOMENTS

THE PHOENIX FORT WORTH, TX •••••••

FALCON SQUARE AT INDEPENDENCE WINTER GARDEN, FL

AXIAL BUCKHEAD ATLANTA, GA

santa claws PAWSING FOR PICS WITH OL’ SAINT NICK

Power Poses ENJOYING RELAXING

MOMENTS EVERY NOW & ZEN MEMORABLE MOMENTS

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LIFE AT VENTERRA COMMUNITIES

Legends in the Baking RESIDENTS GO HEAD-TO-HEAD IN A BAKE OFF

Crunch Time at the Office ENJOYING THE “SWEET” PERKS OF VENTERRA

A Pet-Tastic Howl-O-Ween

SCARY OR CUTE, THEY ALL CAUSED A HOOT

Roll The Tape

WATCHING HOLLYWOOD STARS UNDER THE STARS

B-I-N-G-O

BINGO BY THE WINDOW PROVIDED A FUN TWIST ON AN OLD CLASSIC


Dazzling Door Decor CHRISTMAS TIME CALLS FOR DECKING THE HALLS!

On The Prowl A SPOOK-TACKULAR SCAVENGER HUNT

Venterra’s Got Talent SETTING THE STAGE FOR OUR TALENTED RESIDENTS TO SHINE

MEMORABLE MOMENTS

Scoop, There It Is! RESIDENTS GET SOFT-SERVED WITH REFRESHING TREATS

LIFE AT VENTERRA COMMUNITIES

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LIFE AT VENTERRA COMMUNITIES

highlighting our healthcare heroes We are so proud that over 5,000 Healthcare Heroes reside in one of our 64 communities throughout the United States. Actually, ‘proud’ is an understatement. Our resident doctors, nurses, EMTs and pharmacists have made unthinkable sacrifices to keep our community cared for and safe throughout the COVID-19 pandemic (and beyond). We never want their contributions to go unnoticed and as an organization, we want to say thank you. After waiving new lease deposits for relocating medical professionals in June, we wanted to take the time to recognize our current healthcare professionals in each of our communities! We asked our residents to nominate medical professionals that live at a Venterra community and why they’re that resident’s Healthcare Hero. We were thrilled (and totally not surprised) that our residents are just as excited to show their gratitude for those brave, hardworking individuals as we are. We were honored to share the stories of current residents in the medical field, and we even provided them with honorary “Healthcare Hero” t-shirts, and offered $50,000 in gift cards to all our Healthcare Heroes.

EMPLOYEE FEEDBACK I love that Venterra recognized our Healthcare Heroes! When we delivered the gift bags, I loved seeing the smile on their faces. Some even personally emailed to thank us for the thoughtful gift.

JESSICA LUNSFORD

Experience Leader, Community Manager Silverbrooke, Stafford, TX Employee since 2016

EMPLOYEE FEEDBACK It really made me feel so good to be a part of a company that recognized and rewarded our healthcare workers. I got such a kick out of seeing all of the pictures our healthcare heroes submitted.

CHRISTI BROWN

Experience Maker, Better Living Manager Silverbrooke, Stafford, TX Employee since 2015

RESIDENT FEEDBACK

I’ve never had a problem with getting my concerns or issues addressed. I could either call, go to my back office, or walk to the leasing office to get my concerns addressed right away. It’s a great location and I do not need to travel far for work. I feel safe. I enjoy the community activities. Kids and neighbors are always walking outside throughout the day or night. The apartment complex accommodates the needs of their customers. They are always trying to find things for the community to do. Since I work in the healthcare field as a nurse, I was nominated by peers and won a free, cool t-shirt and $100 visa gift card. It was unexpected and greatly appreciated! I enjoy living here. AARON DAVIS GOOGLE REVIEW


H I G H L I G H T I N G O U R H E A LT H C A R E H E R O E S

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LIFE AT VENTERRA COMMUNITIES


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EMPLOYEE FEEDBACK This was EPIC! Several of my family members work in Healthcare, so the fact that we did this is just another testament to how amazing Venterra is. What a way to honor those who have been on the frontlines, during this trying and different time in our history.

BROOKE BREWER

Experience Leader, Community Manager Tuscany at Lindbergh, Atlanta, GA Employee since 2017

EMPLOYEE FEEDBACK This was a great idea! It added a personal touch at a time when it was desperately needed. I know that at least one of our residents was particularly moved by this gesture. He was already on-notice before COVID, but this gesture helped us part on great terms.

MAYRA DE HOYOS

Experience Leader, Community Manager The Park on Wurzbach, San Antonio, TX Employee since 2004

RESIDENT FEEDBACK

FRANNIE A GOOGLE REVIEW

RESIDENT FEEDBACK

There is peace in living in Valencia at Westchase. Staff are always ready to deal with your concerns. They have exciting events that residents enjoy from honoring healthcare heroes, pizza nights, and other contests with prizes.

GIFTY AGYEI BAAH

Valencia at Westchase, Tampa, FL Resident since 2018

LIFE AT VENTERRA COMMUNITIES

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H I G H L I G H T I N G O U R H E A LT H C A R E H E R O E S

I love my apartment! It has plenty of room. The staff here is very responsive and they recognize healthcare professionals. On the rare occasion that there is an issue, it is taken care of immediately. I would definitely recommend this complex to anyone looking for a quiet, safe, spacious complex for their time in Houston.


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LIFE AT VENTERRA COMMUNITIES

Adopting pets is such a mutually rewarding decision and I am so proud to be a part of a company that understands the numerous benefits pets bring to people’s lives. Both of my fur boys are adopted from uncertain beginnings, but they provide endless love, comfort and support — even in times I didn’t realize I needed it. The pandemic has proven to be one of those times. Spending more time at home over the last year has allowed me and my boys to spend more time together than ever before. They quickly realized something was different, and that I was stressed more than usual. Animals are amazing at picking up vibes and taking action to comfort, which is exactly what my boys did. Throughout the pandemic, my pets provided me love and support which has made us closer today. Adopting a pet is not just saving your pet from uncertain circumstances — you could be saving yourself, too.

JESSICA DUROW Experience Leader, Website Manager & Brand Specialist Venterra Corporate Office Employee Since 2016

140 furry friends became family

as pets were adopted to beat the quarantine blues.


To say that many of us felt lonely and isolated over 2020 would be an understatement. We were searching for ways to beat our quarantine blues and help our residents do the same. The addition of a pet during the pandemic was being reported to lift spirits and reduce depression, so we jumped at the opportunity to do our part to help. Venterra made the easy decision to reduce or eliminate all the typical costs associated with adding a pet to the household. This led to 140 pets being added to households which we think is specifically special for these pets because our residents are the best pet parents on earth!

NEW FURRY FRIENDS

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LIFE AT VENTERRA COMMUNITIES

APPRECIATING THE SMALL THINGS IN 2020

COVID-19 definitely presented us with a unique set of challenges, but the pandemic also provided us with the opportunity to display gratitude for things we may have overlooked before. We asked our residents to tell us about their newfound appreciations as they’ve endured the pandemic and we received over 100 submissions! Each personal story has touched us and lifted our spirits, from residents picking up a new hobby to stepping up to help their children as they made the quick transition to remote learning. Some residents also used this time to slow down and appreciate the smaller things. We all may be taking something unique away from this uncertain and sometimes scary experience but as these stories show, our residents are courageous, creative, and resilient enough to see the silver lining in every situation.

Because of the pandemic, I have come to appreciate time much more than I did before. I am 24 and in a transitional and very fast-moving time of life. Often, we do not get to appreciate being young and the person we are today because we are so busy rushing to be the person we are wanting to be. When the pandemic and quarantine hit, all that rushing, came to an abrupt halt. Suddenly, I could look around and do the things I did not think I would ever have time to do. I was able to relax, and rest. I talked to family and friends each day and had time to answer messages and phone calls at almost any time. I moved in with my boyfriend and his family so we could quarantine together and be safe, and we grew closer than ever before. We have since moved into the Clearwater Farm Community and are ready to get back into the rush of things, while remembering to set aside time in each day for what matters most to us.

BRITTANY SCOTT

Clearwater Farm, Louisville, KY Resident since 2020

The pandemic has solidified my appreciation and love for my grandmother. She survived COVID, and I could not imagine a day in my life without her. We need to remember that relationships with our loved ones, outweigh that of materialistic objects.

RICHARD BUTLER

4123 Cedar Springs, Dallas, TX Resident since 2020

I have a strong appreciation for St Andrews. I am grateful for the care, attention and willingness to meet requests in order to make this difficult time a little easier. Thank you!

MICHELLE MCKETHAN

St. Andrews, Pearland, TX Resident since 2017


As a teacher, my world, was ripped away. I love my kids, their hugs and smiles. I believe I may be the only smile or hug they get all day. During the pandemic, I was thrown a whole new experience after 15 years of teaching. I had to communicate with my kids through a computer and I did not get to see them in person and say good-bye. This new school year, I had to start the year virtually with new students. Every day, I cry at least one time because this is new ground. I took for granted how it was to just hug my students. Do you know how much that stinks? You must build a bond! Now, I am teaching eleven students in face to face and six students virtually, all at the same time. I miss normal!

CAPPIE WRAY

Villas at Newnan Crossing, Newnan, GA Resident since 2020

In 2020, I have learned to appreciate my health! During this pandemic, life’s distractions have dramatically decreased. As a result, I have since been able to prioritize my time in protecting myself, my mental and my physical health. In doing so, I have been able to lose 81 pounds since June 24, 2020.

I knew that my South Shore Lakes Apartment had a great view before, but since the pandemic, I have a different kind of love for my patio and the view! My dogs love to be out with us on the patio each day. It is the perfect way to get out and relax while still maintaining social distance.

MISTY SACKY

South Shore Lakes, League City, TX Resident since 2019

This time has helped me appreciate the need and benefits of social interaction. I never realized how much of a toll, lack of interaction, could take on not only my own but also on my children’s mental health. While we are a loving and very social family, we sill have longed for and grown to greatly appreciate the gift of social life outside of our home.

ERICA LOZA

Timber Mill, The Woodlands, TX Resident since 2020

AUDIE MAKI

Venue at Hometown, North Richland Hills, TX Resident since 2020

TANNER GENOVESI

The Palazzo, San Antonio, TX Resident since 2020

In the middle of these difficult times, I realized that kindness does not stop because of color, differences in culture or in language. I am so THANKFUL for good neighbors!

VERUZKA SANCHEZ

Carrington at Park Lakes, Humble, TX Resident since 2020

During the pandemic I became a full time stay at home mom. My youngest was born in July and my oldest started remote learning, so I became a mom and a teacher! I definitely appreciate the world’s educators a great deal more since the pandemic began!

KATELAND HERNANDEZ

Belterra, Fort Worth, TX Resident since 2020

I have found a new appreciation for slowing down and enjoying life. If you have kids, spend as much time with them as you can. Life is short and I learned to make the sweetest moments out of everything.

NIEYSHA PORTER

Silverbrooke, Stafford, TX Resident since 2020

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A P P R E C I AT I N G T H E S M A L L T H I N G S I N 2 0 2 0

I have found a new appreciation for blessings in disguise. I gave birth a few weeks before the pandemic and was only able to take a 30 day leave of absence. Due to COVID closing my job down, I was home for the first 3 months with my baby. I made the best out of a sad and terrible situation in the world and just became grateful for being able to spend this extra time with my newborn.


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This pandemic was the demise of my career path but brought me to a greater path that needed my attention, my family and my children. I was the first in my family to graduate with a bachelor’s degree. I began growing and excelling in my field of restaurant management, only to begin to realize that my family needed me and that my quality of life required a change of pace. I changed my direction and fell in love with a new career just shy of two years ago. I was managing a team, as well as having that needed time with my family. My desires for my career and family finally began to merge. Then, the pandemic began and gave us all a newfound fear. My job was considered an essential position and we had to push on into the unknown despite of the risk or fear. After picking up the children from daycare each day, we would leave our shoes close to the door, wash our clothes, bathe, wipe chair backs, door handles and light switches down. As we would begin making dinner, we also began the nightly routine of doing schoolwork with my second grader. My husband and I were both exhausted, but we pushed on. We knew our son was missing hours and hours of hands-on learning. I remember looking up at my husband from across the dinner table feeling so lost as a parent. Months went by and soon the summer was ending. Just weeks before school was to begin again, they made the announcement to split the educational time between virtual and traditional brick and mortar. What?! I was just promoted! How could we do that as a family? My husband and I prayed and prayed. The harsh reality was that my husband’s career had been established for almost ten years, while mine was fresh, new. We both agreed to put our children first and they needed their mother. The following Monday, I looked across the desk from my area manager with my resignation in hand and a heavy heart. I was moved to a part time position and was able to keep employment with the option to work my way back up to leadership. As I began my role as a mother and now teacher, I discovered just how much my son was struggling with reading. I worked hard with his teacher to find ways to help him with this challenge. Since August, he has grown leaps and bounds in his reading abilities and although I could now begin working my way back up that corporate ladder, I simply just cannot do so. I am where I need to be. I feel time slowed things down in order for us to find out what was truly needed in our lives as opposed to what we simply wanted. I know it brought me to my knees to only raise me back up as a stronger mother and a teacher for my children.

MISTY HAGGERTY

Balmoral Village, Peachtree City, GA Resident since 2016

I have a much greater appreciation for the freedom of visiting my family, since the pandemic began. Prior to the pandemic, I would drive home each month to spend time with them. Now, because I work at a school and with the number of students and staff that I come into contact with daily, I want to be careful not to expose my family to this virus. Their individual health concerns are a priority and must be respected. Because of this virus, I have not seen my family since June. I have never taken my family for granted but I do think I took for granted how easy it was to just get up and go see them whenever I wanted to.

ALEXANDRIA TURNLEY

Northbridge at Millenia Lake, Orlando, FL Resident since 2019

At the beginning of the pandemic, I was sequestered alone in Nebraska. In August, I made a move to Texas to be near my daughter and my son. I love my children dearly and to be near them during this time of separation from the rest of the world, made me appreciate family even more. Yes, our lives have been turned upside down, but we have each other. We are family!

VALERIE PELLEY

Republic Park Vista, Fort Worth, TX Resident since 2020

2020 has shown me how much, we, as a society, took human interaction for granted. I now recognize, the loss of being able to hug a friend, shake a neighbor’s hand, go out and not have to worry about the people you come across. I took advantage of planning a wedding among those that I love the most and then had to cancel for their safety and well-being. Prior to this, I never could have imagined a Thanksgiving where I would be unable to gather with family because of the fear of spreading an illness.

CASSIE ROMINE

Estancia at Morningstar, The Colony, TX Resident since 2019


The year has been a year of struggle, change, hardship and determination. God is in my corner and I found a new appreciation for all the support I had in Him, and my loved ones. My church community, parents, and best friend have helped me pick up the pieces and find a new home in Cobblestone. I can honestly say that I could not be happier. My dog also likes to put the “bark” in Bark Park. I am super appreciative that our unit is so close. 2020 has been very humbling and I look forward to an even better 2021!

DESIREE LOZEAU

Cobblestone at Eagle Harbor, Fleming Island, FL Resident since 2020

I have found a new appreciation for my health throughout the pandemic. Prior to the pandemic I was diagnosed with stage 4 cancer. Once the virus hit, it absolutely terrified me. I thought that if I got COVID, I would die. I was in that compromised immune system category and I had to go to my chemo treatments alone because the hospital was no longer allowing visitors with patients. I will never take for granted something as small as someone being able to go to the doctor’s appointment with me. Something so small, can have a huge impact. I have officially been in remission since June. The pandemic has been challenging for everyone. I am extremely lucky to have not gotten sick and to have beaten cancer during a pandemic. Not many people can say that.

I appreciate the grounds and all the birds that live around Estancia at Morningstar. Since this summer, we now have a parakeet living in the trees! Now that it is getting cooler, I worry about him. What a nice thing to watch.

KATHLEEN KELLY

Estancia at Morningstar, The Colony, TX Resident since 2015

I have found a new appreciation for being able to go out and spend time with loved ones at favorite restaurants, stores, and malls. We always assume that things will always be there, and things become habit. After restaurant and store closures, I have learned to really appreciate the moments I spend with people and the space we take up. ASHLEY MINTZ

West 46th, Nashville, TN Resident since 2019

CATHERINE LOPEZ

Ventana, San Antonio, TX Resident since 2020

I have a whole new appreciation for my husband since the pandemic! We are working home, together, and I now realize that he is the hardest working person I have ever met. I appreciated him before, but now I have seen how diligent and amazing he truly is! This time has brought us so much closer!

JARED ROHRER

Northbridge at Millenia Lake, Orlando, FL Resident since 2020

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A P P R E C I AT I N G T H E S M A L L T H I N G S I N 2 0 2 0

CHELSEA ACKER

Tuscany at Lindbergh, Atlanta, GA Resident since 2019

After being diagnosed with COVID in August, I have found making cakes has helped me make it through this time not only financially, but also emotionally. I enjoy the look on my customers faces knowing I could help them celebrate special occasions with my sweets, even during difficult times. Through baking, I have found so many happy and peaceful moments.


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it all Starts with a Simple purpose


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I T A L L S TA R T S W I T H A S I M P L E F O U N D AT I O N

We wake up every day to make renters happy

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When we are humble, we don’t go out to seek attention or search for validation. Instead, we constantly look for opportunities to make a difference and always stay open to learning. Humility is the solid foundation of all virtues. STEPHANIE BRUCE Experience Leader. Regional Manager Venterra Corporate Office Employee since 2001


A SHIFTING RENTER EXPERIENCE The focal point of most businesses’ strategic planning in the past year has been the challenges and misfortunes that are a result of the pandemic. While these challenges are important to overcome, I believe it is equally important to explore new opportunities for us to provide a world-class customer experience. Most of these opportunities are the result of a shift in more of us working from home. A recent survey of 120 executives in the U.S. found that 24% of businesses plan on providing the option of remote work permanently to their office employees. Additionally, studies are estimating that all public spaces will experience 16-22% reduction in capacity as the public recognition of the consequences of overcrowding continues to increase. Both factors will contribute to the increased time our residents will spend in their homes. For example, it is probably a safe assumption that renters will need more computing space for work purposes or to attend school from home. However, what about more outdoor workspaces to enjoy fresh air and community-wide Wi-Fi coverage so that these spaces can be productive as well? What if we partnered with chains like CVS or Walgreens to have their stores within our communities for convenient access to the healthcare services they provide?

A SHIFTING RENTER EXPERIENCE

Communication is key in every healthy relationship. From customized settings, notifications and messages to contacting management and adding a social component to help our residents build relationships with their neighbors, we put communications at the heart of our SMARTHUB app and can’t wait to get it in the hands of our residents. These are but a small subset of the opportunities we are actively discussing among our residents. It is always a pleasure to imagine change through our discussions and I’m looking forward to serving them for many more years.

EMRE COKLAR

Experience Leader, Customer Experience Manager Venterra Corporate Office Employee since 2019

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Choosing the right apartment home is a huge decision — after all, it’s a long-term commitment! That’s why we employ Better Living Consultants instead of leasing agents. We want to focus on providing Better Living for our residents rather than pursuing a signed lease contract. Our mission is to find the perfect home for them, even if it’s not with us. And if it is with us, we have a fast and free application process that’s proprietary and unmatched by anyone in the industry: SMARTLEASING.

THE FIRST IMPRESSION

the leasing experience


Winston Churchill wrote

Never let a good crisis go to waste.

Faced with uncertainty as the pandemic began to define 2020, Venterra and its people became one. In this unprecedented time for our organization, we saw the walls that separate our properties and the lines that separate the different states and regions that we operate in seem to disappear. Our on-site leasing team members sprung into action when faced with adversity. Some took their workstations home because daycare for their children was no longer provided. Others were on-site in empty offices and lobbies holding down the fort from within. Every single one of our team members were essential, connecting virtually and helping each other navigate murky waters. We were going to get through it. Together. Normal had changed and instead of renters walking through our doors, our team guided over 2,700 Remote Connect tours during peak leasing season. From the comfort and safety of their couches, our customers were able to video conference with on-site team members who walked them through their communities and apartment homes, answering questions and taking concerns to heart. This resulted in over 1,800 leases during that time. THE FIRST IMPRESSION: THE LEASING EXPERIENCE

There’s so much to be proud of when reflecting back on 2020 especially the way our teams were able to overcome and succeed when our business model had to change and we no longer could wait for prospects to walk into our offices, or how they learned, adopted and championed new technologies and processes to mitigate contact with almost zero notice. The way our team members were able to provide a much-needed level of comfort and connection to our customers as they tried to navigate finding a home during a difficult time, providing a friendly face and a warm smile on the other side of the phone had a significant positive impact on their experience. Something that seemed so simple before became so meaningful and helped our customers experience some normalcy, even just for a moment. Our team members’ attention to the customer experience never wavered. I think I’m most proud of the way our team didn’t let a good crisis go to waste. Venterra has changed forever, for the better. Through open communications and forums, our teams have eliminated property, state and regional lines and are now closer than ever as we move forward and position ourselves for continued growth. I’m so lucky to have been a part of it.

DUSTIN CRANDALL

Experience Leader, Sales Manager Venterra Corporate Office Employee since 2014

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search up

NEW WAYS RENTERS SEARCH IT UP Many people have found that their current home or apartment is no longer meeting their needs, so they are looking for something more accommodating. We are seeing that how renters are searching for apartments has changed. Online research has increased, and we found that renters are more deliberate with their searches. Their search terms are more specific and really focus on what is important to them: a home office, a big kitchen, a desk where kids can do online learning, a community that offers a Package Locker, walking trails, etc.

Search Term STATS

WORK FROM HOME

up 234% APARTMENT WITH YARD

up 49% OTHER SEARCH TERMS WITH INCREASED USAGE SPACE MAXIMIZING TIPS, WINDOWS, GARDENS, SUNLIGHT, NATURE SETTING, QUIET NEIGHBORHOOD, FAQS, TUTORIALS, SUPPORT LINES, GOURMET KITCHENS

SO, WHY HAVE RENTERS’ SEARCH TERMS AND PATTERNS CHANGED?

Maybe popping into the leasing office on their way home from work just isn’t an option for the nearly 42% of the U.S. labor force that is now working from home. Maybe they are looking for ways to limit their exposure to the virus. Perhaps they are placing more value on their time and are spending more time upfront looking up solutions to their current complaints since they are at home more. Perhaps they are starting their list of apartments online and doing more thorough vetting upfront. The result: a stronger and shorter list of properties, that meet their needs that they will actually start conversations with. Maybe we are making the process easier for renters to do online, in their own way, on their own time - for example, Self-Guided Tours, Virtual Tours, 3D Tours, Live Video Tours, Chat. There are many options available that were not even offered just one year ago. With traditional Drive By/Drop In traffic decreased, renters are going online for photos and videos now more than ever. In fact, searches for properties that offer Virtual Tours and SelfGuided Tours increased over 600% in 2020. In a recent survey, 79% of renters said they would need to see photos of a specific unit before renting without seeing it in person. And 72% said they would need to take a Self-Navigating or Virtual/3D Tour first. Providing those online tools enables renters to be more thorough and selective with their apartment searches and get to a decision quicker. And that’s what we want!

LEIGH SUBLETT

Experience Leader, Director of Marketing Venterra Corporate Office Employee Since 2007


what our employees have to say A lot of things may have been canceled or postponed in 2020, but life didn’t stop for people needing an apartment. While we all had to respond to a new protocol in a flash, I find that I’ve actually been able to cater to people’s individual needs and dedicate more time to them!

These challenges actually ended up providing me with an opportunity to bring our future residents a more customizable experience, from answering new questions to sending them photos of their future view from their new patio! I was glad that I was able to be there for our prospective residents to bring them some much-needed normalcy in their search.

Falcon Square at Independence, Winter Garden, FL Employee since 2019

Venterra’s ability to evolve with change brought people closer in a time when we have been the furthest apart. In addition to adapting quickly, Venterra also gave me all of the tools I needed every single week, from software and hardware to encouragement. With Ring doorbells and Microsoft Teams, I was able to provide a touring experience to every prospect right from their home. These tools and weekly check-ins to unveil new initiatives helped me to succeed and feel as encouraged as ever, even in this difficult time. The key to providing the best customer experience is keeping in mind that moving is usually very stressful for so many people. You just never know what else they’re dealing with in their lives. I don’t necessarily go after a lease. Instead, I place the person first and am simply a guide to helping them find their perfect home. Sometimes that isn’t with Venterra, but that is okay. I am here to help them and discuss details that may have not been considered, such as fluctuating deposits, fee breakdowns, and even helping them look for details in their home like deep sinks, counter space, and how many cable outlets are in each room. The details can get overwhelming, so I try to break everything down for my prospects and give them an open and genuine experience. That lets them know I am there for them, not necessarily for a lease. I view them as people, not a paycheck.

Even if the experience doesn’t result in a new lease, I know their experience will be shared through word-of-mouth and online reviews, so that they (or people they know) are much more likely to come in and lease! I’m happy to adapt to change quickly because I love to learn and try new things. I am not one to stay at a desk all day if I don’t have to. I will help in as many areas as I can so that I can expand my knowledge, help my team and also give my prospects an experience like no other. Venterra really helped create an environment of care and support, and that has been the greatest factor in my success! My Community Manager Lindsey has been and continues to be a pillar of encouragement and support as well as my entire team, Dustin, Emre and everyone in Venterra. This environment is what cultivates success and leadership in people, and will continue to help Venterra flourish.

ISAIAH PADRON Experience Maker, Better Living Consultant San Palmilla, Webster, TX Employee since 2019

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THE FIRST IMPRESSION: THE LEASING EXPERIENCE

AMANDA NIEVES Experience Maker, Better Living Consultant

It felt like Venterra was already ahead of the curve when COVID propagated. Rather than receding, Venterra expanded and transformed leasing into this new touchless world we’ve all had to adjust to. They provided me with the ability to tour completely remotely, adhering to safety guidelines and also making it as easy as ever for my prospects to see their future homes!


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what our employees have to say It was very shocking when everything shut down. Thankfully, Venterra was so quick to adapt and very excited to transition into what became the new normal. They rolled out so many different leasing options for each possible scenario. It didn’t come easy in the beginning — I went weeks without one single remote tour! I learned that developing that initial relationship with the customer over the phone was very important. Finding out more about them and knowing their story gave a level of comfortability so that the video chats felt like I was speaking to an old friend! Also, I’m a jokester and I slid some jokes like, “Welcome back to my YouTube Channel” in there! That was the icing on the cake.

One core value comes into play here: humility. I really internalized this and adopted the mindset of ‘we are all people and all in this together’. I was so thankful that I had so many tools I could use to help. These tools helped both me and my prospect! The amount of encouragement and healthy leasing competitions also really pushed me to reach my full potential. It gave me the confidence and opportunity to go above and beyond for the customer. Having these innovative and stabilizing options really showed our customer that we are there to assist them with this important process no matter what. Venterra has created such an encouraging environment! They were aware that it was a fast transition but they knew we would succeed. The fact that they had the confidence in us made me want to work harder and reach goals that seemed unattainable. And that’s how we made 2020 a success!

MCKENNA WILLIAMS Experience Maker, Better Living Consultant Coles Crossing, Cypress, TX Employee since 2019

what our residents have to say

In my search for an apartment, I viewed about 5-7 different locations. But as soon as I walked into the leasing office at Zang, I knew this is where I was going to be living. The staff is AMAZING and answered every question we had and everyone I talked to was amazing. The units are clean and offer great amenities. They worked with my schedule and the park across the street feels like you’re in New York! Would HIGHLY recommend viewing this place if you’re in Dallas! ANDREW VELA GOOGLE REVIEW Zang Triangle, Dallas, TX •••••••••••••••••••••••••

I am so excited to live at Clearwater Farm Apartments! The application process was very easy and straightforward. The staff is very friendly and extremely helpful. I recommend this community to anyone looking for a comfortable, spacious, affordable place to call home. ARION AUSTIN GOOGLE REVIEW Clearwater Farm, Louisville, KY •••••••••••••••••••••••••

Giovanni was nothing less of exceptional! He made our first time renting an apartment such an easy process and it all happened within a week or so! He was very attentive and responded back to my several emails right away. During the tour he was able to show us the actual unit we would be renting and that was very helpful in our decision. The rooms look exactly like the 3D tour, which is not the case with a lot of places. We fell in love with the place at sight, but also the wonderful staff. Thank you guys for being a part of our new home! If you’re looking for a new home, I 110% recommend this place! HANNAH FROEHLICH GOOGLE REVIEW Northbridge at Millenia Lake, Orlando, FL


My leasing process was interesting but not unique, I’m sure. I was still living in Austin and everything was done through video conference. Casey Beach helped me each and every step of the way. He emailed me back numerous floor plans and assisted with virtual walkthroughs showing me what my future home would look like. The application process was very simple and smooth. Now that I am all moved in I couldn’t be happier — I love it here! Everyone is so friendly and I am a short walking distance from everything. The nightlife is spectacular and lively. Thank you to the entire 4123 Cedar Springs team. Casey, thank you for taking the time to answer all of my questions. You were definitely the reason I chose Cedar Springs over the other apartments in Dallas! JESSE BALLOW GOOGLE REVIEW 4123 Cedar Springs, Dallas, TX ••••••••••••••••••••••••

St. Andrews, Pearland, TX ••••••••••••••••••••••••

Katie has been very quick to reach out and prepare everything that I need. She’s also been very responsive with trustworthy answers (no beating around the bush — they’re very transparent!), and accommodating! This is the best customer service I’ve received from an apartment complex and I don’t even live here yet! SIMRAN ALEXANDRA GOOGLE REVIEW Tuscany at Lindbergh, Atlanta, GA

Shadowbrooke, Stafford, TX ••••••••••••••••••••••••

I recently inquired about renting a unit here and spoke with both Luis and Sarah who have both been amazing. I was limited on actually touring the property due to the pandemic, but Luis was very helpful in providing virtual tours of the property and being very responsive to all of my questions. I highly recommend The Maddox, just on the stellar service that I was provided! KARINNE CASSEL GOOGLE REVIEW

The Maddox, Duluth, GA ••••••••••••••••••••••••

This review is solely from my first impression, but if living here is anything like my virtual tour experience, I’d be thrilled to live here. Laura is amazing! I could just feel her great energy through the phone. She explained everything in great detail and I really hope I can move here just to be her friend! The unit was beautiful and it has all of the features I have been looking for. If you are interested in this complex, talk to Laura! She definitely made my day! She never asked for a review but I enjoyed her so much I did one myself! Keep her around — she makes people like me want to move in! COURT AUGUSTIN GOOGLE REVIEW

My roommates and I just moved into Tuscany at Lindbergh at the peak of COVID-19, with everything completed and signed remotely. We were worried that there would be delays or issues with the process since everything was done virtually, but to our pleasure and surprise we have received above and beyond customer service from Kim and Desiree. They have followed up consistently and quickly to any questions or issues. I have never had such a seamless application or move-in process in all my times renting, let alone it all being done virtually. If you are thinking of living here, definitely ask for Desiree or Kim. JOO-SUB LEE GOOGLE REVIEW Tuscany at Lindbergh, Atlanta, GA ••••••••••••••••••••••••

From the first moment I spoke to William LeVeck about Riverbend Apartments, he listened to what I was looking for and made it happen. I even called back and told him my situation. It just so happened that an apartment had just come open and I was able to move in early! All of the staff is wonderful and everyone working and taking care of the property is so friendly and helpful. I have very much enjoyed being here. The location is great and close to everything! ANONYMOUS APARTMENTRATINGS.COM Riverbend, League City, TX ••••••••••••••••••••••••

I am a producer for the TV show House Hunters International. I work with real estate professionals all over the world, every single day. Pam is by far one of the BEST consultants I have ever met and worked with. Seriously, she is a gem! She was kind, respectful, knowledgeable, relatable, and so much fun. I left really wanting to be part of this community and wanting to be her friend. Pam is a fabulous representative of the outstanding community you all have. I cannot say enough great things about her. She is superb! CHANDLER ALTERI West 46th, Nashville, TN

The Retreat, Richmond, TX

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THE FIRST IMPRESSION: THE LEASING EXPERIENCE

I was in the process of moving from South Carolina to Texas and it was my first time looking for an apartment on my own. Of course, I had a ton of questions. Kassi was very professional, polite, and answered all of my questions. She gave me a wonderful and informative tour of the apartment property, which is quiet and clean. I loved the atmosphere and the pricing of the apartments available. Although I decided to wait until next year instead of this year to move, St. Andrews is still at the top of my list! Thank you Kassi for your help! ANONYMOUS FROM APARTMENTRATINGS.COM

As a first time apartment resident, Shadowbrooke Apartments has been like home. Our leasing agent, Tony, was a pleasure to work with! He was professional, knowledgeable, thorough, and patient. He was understanding of any possible concerns I had and was ready to answer any and all questions I had. Since living here, Tony is our go-to person whenever we have questions or concerns. My transition from a house to an apartment was a bit difficult, but with a leasing agent like Tony, well he made the transition just a little bit easier. I recommend Shadowbrooke Apartments. It’s clean, safe, the community is friendly, AND they have a dog park! LAURA MORENO GOOGLE REVIEW


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I was in the area when I came across an apartment I was very interested in seeing. I called and spoke with Ashley Jones and she helped me do everything online. SHE EVEN WALKED ME THROUGH A VIRTUAL TOUR! I did not know that a virtual tour was possible. It was so kind of Ashley to do that because other places will usually respond, “I’m sorry, I cannot show right now.” I cannot make life decisions that way. Thank you, Ashley Jones, for taking your time with me. I look forward to seeing you next week when I get back. D’ASIA EUBANKS Calais Midtown, Houston, TX Resident since 2020 ••••••••••••••••••••••••

I have so much to say about Erisha. She is amazing! During the video call, she went into depth about the leasing specials, the apartment, neighborhood, and more. I enjoyed my video tour with her so much I did not want it to end. It is hard to find someone passionate about their job and that can make people like me, who feel anxious, become a part of the neighborhood. I have made up my mind, and the Links is the place for my family and for me. August could not come fast enough! LINDSEY MCKINELY

Links at Windsor Parke, Jacksonville, FL Resident since 2020 ••••••••••••••••••••••••

Dakota was AMAZING! She knew my name upon arrival and already had the units I was looking at up and ready to go over. She was incredibly personable and never broke her professionalism despite how much I like to joke around. She listened to my needs and found the perfect unit for me. I had some negative experiences touring in Newnan, but she truly made me feel at home and feel confident that the Villas was the right choice for me. Not only did I love the unit she found, but she also made me feel like any issues I may have during my lease will be taken care of in a timely and compassionate manner. MORGAN YOUNG Villas at Newnan Crossing, Newnan, GA Resident since 2020

I originally called in to what seemed like a call center and did not have the best service. However, this changed when I called back and spoke to a professional, courteous, polite, caring young lady. Jordan Lawson took time to make sure I had all my questions answered. I later called in to discuss a different property and Jordan answered again. Jordan remembered talking with me and this conversation was amazing again. Upon arrival, I had no idea who I spoke with but Jordan greeted me at the door. She was professional, provided all information and was patient with me. Usually at the rental apartments you never hear from the agent anymore. With Jordan, I asked her to follow up as I needed to secure my job. Jordan followed up exactly when she said she would. Then out of nowhere she followed up again with an email. This is very important to me as I suffer from a traumatic brain injury. At this point, I called to tell Jordan that I had landed the job and I would be applying. I chose to rent from this community because of Jordan and Jordan alone. It is rare that you see such exceptional customer service. Especially when no one is standing over her. This is a testament to her work ethic, talent and desire for doing a great job. I can not say enough about this young lady! PHILIP KRAUSS GOOGLE REVIEW Balmoral Village, Peachtree City, GA ••••••••••••••••••••••••

This is hands down one of the best apartments we have been in! That’s all thanks to Tony and his hospitality. Coming from Michigan, Tony really helped us find the perfect apartment. Shadowbrooke Apartments has the friendliest staff, beautiful apartments, and is a beautiful place to reside. As soon as you take a tour, you will be in for a treat. MAAARIA GOOGLE REVIEW Shadowbrooke, Stafford, TX

I did a virtual walk through with Emily. She made sure to take time during the walk through so that I could see everything I needed and toured me through the property. I never felt rushed or unwelcome or like I was taking too long to move to the next room or area. She even willingly offered to take me through the apartments again just to make sure I was able to see all aspects of it and could make a sound decision. She was very responsive to my emails, no matter the time of day. This was actually an excellent surprise because I’m usually not able to sit down and work on things until late at night after businesses are closed. The property itself looked well maintained and clean. She was a very professional, friendly, knowledgeable, and patient. JEN BRASHEAR Coles Crossing, Cypress, TX Resident since 2020 ••••••••••••••••••••••••

Nadia Luckhoff was extremely helpful and is definitely a big part of why we fell in love with Tuscany. She not only knew the answers to all of our questions, she definitely went way above and beyond the amount of assistance that we had expected. We had issues with our application process because of a potential portal/system glitch, and she had called even after she left her shift to ensure that she will get it taken care of. She then texted me the next morning, as the issue wasn’t fully resolved, to promise that she is on it and assured us she will have everything resolved. She was so great! KRISTI YU Tuscany at Lindbergh, Atlanta, GA Resident since 2020 ••••••••••••••••••••••••

I cannot express enough how awesome McKenna was! It did not matter how many questions I had, she answered them all with a huge smile on her face. She truly loves her job and had it not been for this crazy pandemic we are going through I would have given her a huge hug for how grateful I was to her! MEGAN CLEMENT Coles Crossing, Cypress, TX Resident since 2020


Susan was so helpful and accommodating. She really took her time to find out what I was looking for and what my needs were. She was very professional and personable. She clearly takes pride in the community, as she even stops to pick up a piece of trash in the parking lot on our way to view an apartment. I have no doubt, she would be responsive to any issues that would arise if I did rent here. She took her time to go through different options, different styles, lay-out and price. She even printed out a few quotes of varying style apartments for me to consider. Ultimately, I ended up deciding to lease somewhere else because they had more of a layout I was looking for (end unit townhome, only 1 shared wall, and a wooded view). Although this place was a second choice, I really appreciated how pleasant and helpful Susan was throughout my appointment. JOANNA POMPEO Steven hands down was the best! From the very beginning, he was super warm and welcoming. He was very courteous and filled our ears with all that Silverbrooke has to offer. He showed us all around and let us view 2 units. He explained all the apartment had to offer and the difference between the 2 plans. He was sincere in asking us what we wanted and was very honest in his opinion on which floor plan would be best for our four-year old. He never rushed us or forced us to make an on-the-spot, decision. We let him know some slight differences with our income due to COVID and he reassured us they would work with us. He set a high standard for other leasing and apartment complex tours. We cannot wait to be a part of the community! GABRIELLE MOLINA Silverbrooke, Stafford, TX Resident since 2020

Working with our customers’ personal data is an integral part of Venterra’s operations, and we take that responsibility seriously. From the Executive level to our onsite teams, everyone at Venterra understands the importance of maintaining a secure operating environment for our employees and customers. Ransomware is a national threat to any organization, and we make every effort to be prepared. Protecting the confidentiality, integrity, and availability of our customer data is accomplished by our Information Security Management Systems (ISMS) framework of policies and controls that manage security and risks systematically. Venterra’s dedicated cybersecurity committee manages all aspects of our ISMS and oversees integrated partnerships with advance security services from Microsoft and Amazon. We conduct frequent internal security assessments as well as external audits with expert cyber security firms to assess Venterra’s ISMS. Venterra also has a Cyber Security Education Program that engages with each employee for all training & awareness needs. Each employee is frequently tested with simulated phishing email messages, and our employee training portal dispenses online education lessons tailored for each job role within Venterra. As a company focused on early adoption of innovation and technology-driven tools, consistent practices that will protect customer and employee data remain top of mind. As technology progresses, the risks and advancements from cybersecurity threats will also rise, but Venterra will be there to meet the challenge.

RICHARD CLAYTON

Director of Cyber Security Venterra Corporate Office Employee since 1999

My overall impression of this community is top notch. I was initially skeptical because sometimes online galleries only show the nicer-looking amenities and floor plans. But honestly, it was exactly what was shared online. It’s beautiful, clean and a quiet and peaceful environment, which is exactly what my children and I need. Not to mention, the luxury of having a swimming pool, sand volleyball and 24 hour fitness center within personal view, just makes it all more of a reason to feel as though we could really see ourselves calling this miniature resort “home”. My representative Giselle was absolutely the sweetest and most professional young lady. She explained every step and did not rush through anything as she was very detailed in explaining my options. She was kind and had the patience of an angel. She would apologize for the littlest things, like driving over a speed bump, which isn’t her fault! I just loved how humble and courteous she is. She even offered to have my teenage daughter call her cell phone so she could ensure she knew how to drive out of the property without getting lost! Then the next day, called me from her personal cell when their system went down. Talk about going above and beyond! Thank you so much, Giselle! Honestly, you have the leasing experience and process locked down. Everyone was super pleasant from the very beginning to the very end. PATTY NARANJO GOOGLE REVIEW Preserve at Baywood, Pasadena, TX

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Town Station Lofts, Cary, NC ••••••••••••••••••••••••

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making all the right moves the move-in experience


Between setting up new services, getting adjusted to a new area, and packing everything up, moving can be incredibly overwhelming. And relocating in the year 2020 was certainly no exception. That’s why we do everything we can to eliminate those stressors for our new residents. Too busy to mount shelves or install your new TV? Our maintenance team will handle it. Searching for fun things to do in your new area? We’ve got recommendations! In short, we are here to ensure you love your new home from day one — it’s backed by our 30-day Live It. Love It. Guarantee.TM

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what our residents have to say As someone in their mid-twenties, I’ve seen a lot of apartment complexes. French Place Apartments stands out among those in San Antonio. It is a wonderful community filled with kind people who actually take the time to help one another. It isn’t uncommon to see a resident drop whatever they had going on to help someone move into their new home. The staff constantly tries to improve the lives of their residents, from completing all requests in a timely manner to providing residents a chance to meet their neighbors with fun community events (not amid the pandemic, of course). This is a fantastic place to live. VERIFIED RESIDENT 827093 APARTEMENTRATINGS.COM French Place, San Antonio, TX

Moving here was the best decision I’ve made! The office and maintenance staff are super sweet, very friendly and professional. I could not be any happier living in this building. Thanks to all of you! VERIFIED RESIDENT 811391 APARTEMENTRATINGS.COM Silverbrooke, Stafford, TX ••••••••••••••••••••••••

My apartment was perfect when I moved in. The maintenance manager even popped her head as I was moving just to see if I needed anything. Everyone here is so friendly and I especially like how close everything is. Most people only post reviews when they’re unhappy about something but I say give credit where credit is due. PAULA COTTON DEVORE FACEBOOK REVIEW The Metropolitan, Louisville, KY

I would like to thank Sophiea for having the patience of an angel! I am new to uploading things online and I would call her several times a day. She handled each phone call with professionalism and never made me feel like a bother. You made this move that had the potential to be a disaster so much easier! If you’re looking for a new home, go apply at Silverbrooke and ask for Sophiea — she will take care of you! NIKKI GUY GOOGLE REVIEW

Silverbrooke, Stafford, TX ••••••••••••••••••••••••

I would absolutely recommend this complex to anyone. The staff made my move in process trouble free and they’re so responsive to any maintenance request or questions that I may have. It’s an all-around great community! BRESHUN BERRY GOOGLE REVIEW Republic Park Vista, Fort Worth, TX


My first impression is always decided by the staff because they are the ones we will have to communicate with once we are moved in. We had not moved in over 10 years, so my perfect review goes to them. They have made what was the toughest move to make, physically and emotionally well worth it. Monica, Anthony and Catherine: thank you so much for making the transition easy and enjoyable. All we can say is “we love it here” and we are so happy to call The Park on Wurzbach our new home. When I’m walking around the apartment, I feel like I’m in a dream. It’s the nicest, most beautiful apartment and community I’ve ever lived in. It feels like we are in a vacation hotel, only we get to live here as long as we want! MARIA BOYD GOOGLE REVIEW The Park on Wurzbach, San Antonio, TX •••••••••••••••••••••••••••••••••••••••••••••

Preserve at Colony Lakes, Stafford, TX

I love that our residents are comfortable with us! We have a mutual and respectful relationship with them.

STEPHANIE BURNS Experience Leader, Senior Community Manager Estancia at Morningstar, The Colony, TX Employee since 2010

People come to us from all kinds of circumstances. From the young person signing their 1st lease on their 1st apartment, to the Empty Nesters who downsized from their family homes, to the efficient apartment lifestyle, from the single mom just rebuilding after a divorce, to the bereft widower who just can’t remain in the home where he lived with his departed wife; these are all new beginnings and I get to be a part of making that new beginning a positive one. It is such an honor to be a part of the new chapter in our residents’ lives. It is such an honor to be part of opening a new door after an old door has closed.

TERESA HEENY Experience Leader, Community Manager Ventana, San Antonio, TX Employee since 2007

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The Preserve at Colony Lakes Apartments is such a wonderful place to live. My family and I moved here a year ago during a very difficult time in our lives. I was going through a divorce. Therefore, the place that we called home didn’t exist anymore. As with any situation of this nature we had to begin anew. We are so very thankful that we came upon the Preserve at Colony Lakes Apartments. Here we were able to have a fresh start. My family and I were greeted by a friendly and caring staff who immediately made us feel right at home in our new unit. The nice ladies in the leasing office (Mrs. Fabiola, Mrs. Melissa, Ms. Lara and Ms. Julia) encourage unity within this community. My family and I attended resident breakfast events and ice cream treats, entered giveaways and even enjoyed a nice hot cup of cocoa on a cold winter day last year. During these uncertain times, it is so nice to know that I live in a safe and pleasant place. UATER LIVINGSTON GOOGLE REVIEW

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I moved into Northbridge at Millenia Lake Apartments in May 2020 and I have great things to say about this place! I live in the front of the apartment complex, right on the other side of Domino’s Pizza and all the other eateries. The staff at Northbridge has been nothing but helpful to me since before I got my keys to move in. Marlayna, who is now the leasing manager of the complex, has been the one helping me since before I even moved into my place. She made sure that they followed all pandemic precautions while still leasing apartments. Since I’ve been here, she has been on top of her game with anything and everything that I have needed or had a problem with. Marlayna has been a rock star in my book! And let’s not forget about Rachael! Any time I wasn’t able to be assisted by Marlayna when she was off, Rachael was right there to take care of anything I needed. She was consistent, kind and courteous with everything. The maintenance team is also great here. I haven’t had major issues but whatever I needed to be done, the maintenance team did what they needed to do. If it was something out of their control, they called the professionals out to complete the task for the resident. What else can I say, it’s a gorgeous place to live and I do not regret living here! I’m here until May 2022. Come check them out and let them make their home your home.

JAMEZ NIGEL

GOOGLE REVIEW

Northbridge at Millenia, Orlando, FL •••••••••••••••••••••••••••••••••••••

I love living here. We accidentally stumbled upon this hidden gem a little over a year and a half ago, as we were relocating. I could not be happier that we moved here — we even re-signed for another year. We have had some of the most amazing experiences living here. The views are out of this world. There’s nothing better than sitting on our patio and watching the sunrise while the manatees swim and play. I also can not say enough about Patti, our property manager. She has been amazing since the first day we came for a showing. Patti ALWAYS goes above and beyond. She is the sweetest, most caring property manager, and she will stop at nothing to make you happy. I truly do not know how she juggles managing the entire property, and still makes time to stop and chat with anyone walking by or stopping in. She is a friend to everyone. Maintenance is fantastic as well — Andy has it covered. I never need to worry. If there is anything that needs taking care of, it’s done immediately and professionally and he won’t stop until it’s perfect. He also goes above and beyond to make sure everyone is taken care of and happy. Patti and Andy make a perfect team, and ensure that everyone is happy and taken care of. I could go on and on, but all in all, five stars is an understatement! TIFFANY GOOGLE REVIEW Villas Continental, Orange Park, FL

From the moment I stepped foot into my front door for the first time, I have loved living at Riverbend Apartments. I feel very cared for and taken care of. The amenities are always clean and William did a great job at helping us find our home. Riverbend offers much more than amenities of many kinds. The customer service is excellent and any problem I have is always resolved with just one call. I would recommend my family and friends to live here! SAMANTHA MARTINEZ GOOGLE REVIEW

Riverbend, League City, TX •••••••••••••••••••••••••••••••••••••

I recently moved into these apartments and I love it! Upon arrival at the complex, the front office was very friendly and helpful. They really want to help you find the right apartment. They are also very responsive. Susan is just the friendliest person I have ever met and so down-to-earth! My first thought when seeing my apartment was “wow”! I have granite countertops, a new washer and dryer, and beautiful appliances! I can tell this place was just built because everything feels new and fresh! They also have a lovely pool and fitness center. I love it here and would recommend it to anyone who is thinking about moving here! This location is very convenient for almost anything that you want to do. They even have a salon and beer craft store within the complex! You also have a bunch of shopping centers and restaurants right up the street, so you have plenty of options! JAYDEN HERRING GOOGLE REVIEW Town Station Lofts, Cary, NC •••••••••••••••••••••••••••••••••••••

Even in the midst of COVID-19, Zuli, Jennifer and Sean made my transition seamless! Zuli was very patient, kind and understanding to my situation and took her time to make sure that I was approved without any problems. My maintenance requests were never delayed — they responded with urgency and delivered exceptional customer service. I am pleased and happy that I made the decision to move here. My location is absolutely beautiful, quiet and relaxing. I highly recommend Champions Green apartments to be a place to live. CONNIE BROWN FACEBOOK REVIEW

Champions Green, Alpharetta, GA •••••••••••••••••••••••••••••••••••••

Go out to Ventana Apartments and ask for Teresa Heeney! She is the best apartment manager in CENTEX and she will make all the other property managers around CENTEX look raggedy. I give her A+ just because her managerial skills are on fleek! She made the move-in experience so easy! SHAVAYEY CATO GOOGLE REVIEW Ventana, San Antonio, TX


1-ON-1 WITH SHYLETA PINKNEY FROM REPUBLIC PARK VISTA

This community has made my relocation to Texas go quite smoothly! From the ease of their website to their friendly front office staff, I was able to locate my unit, tour, apply, and move in within a matter of weeks. The complex is well-maintained, family and pet-friendly, and I feel comfortable and at home here. SARA J. KINGSLEY REVIEW Carlyle Place, San Antonio, TX •••••••••••••••••••••••••••••••••••

French Place, San Antonio, TX •••••••••••••••••••••••••••••••••••

Living in Balmoral Village has been a life-changing experience. Sounds like an exaggeration. It isn’t. Living here has made me feel like I’m on vacation every single day. My stress levels have plummeted and my quality of life is through the roof. I can’t recommend it enough. JASON F. KINGSLEY REVIEW

Balmoral Village, Peachtree City, GA •••••••••••••••••••••••••••••••••••

I’ve been here seven months and this is by far the best apartment living experience I’ve had! The area is nice, the apartments are gated, guarded and secure, and the apartments are full of nice upgrades and features. Even the management is nice, friendly and patient, and maintenance is quick to respond to requests. It’s also in a convenient location — there is a DART train and bus station directly in front of the complex, a gas station next door, a park, pond and walking trail across the street. SHELTON A. GOOGLE REVIEW Zang Triangle, Dallas, TX

1-ON-1 WITH MICHAEL FROM PARK WEST

I have moved around a lot as I was in the Army, and I have to say this is the best place I have ever lived. I’m currently planning on moving to a smaller apartment within the Park West community and the staff have been so helpful with my transfer. Everyone is responsive and attentive and the property also has some great amenities, like the dog park and the gym. Everything is very clean and well-maintained, and you can tell that the staff genuinely wants to be as helpful as possible.

1-ON-1 WITH CEDRIC FROM REPUBLIC PARK VISTA

This past year was very difficult, especially for those who lost their jobs. Fortunately, Venterra allowed extra time for people to pay their rent if they found themselves unemployed or experiencing a salary cut. I was one of those people — I lost my job in July. I felt completely lost, as I have no one else to rely on and I had no computer to even start a job search. In addition to allowing me extra time to pay my rent, I was also able to use one of the property’s computers at the business office to update my resume and apply for jobs. I ended up taking the first job I could find and when it came time to print necessary paperwork, the staff members in the office were extremely helpful! The entire staff takes the time to form relationships with residents. They know the names of my children and make my girls feel comfortable every time they see them. I know I never have to worry if they want to go to the business center to use the computers — they are in good hands. Everyone who works here has a smile on all the time and I appreciate the safe, helpful, welcoming environment.

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French Place Apartments is a truly special community. The staff is kind, helpful, and efficient. The property is always well maintained. The people who live here actually care for one another. Not only have I unequivocally enjoyed living in this complex, but I’ve made some amazing friends who were just my neighbors at first because that’s the kind of atmosphere that radiates throughout the property. I’d highly recommend French Place to anyone in San Antonio. JOSHUA M. KINGSLEY REVIEW

Many apartment complexes seem to just forget about you once you’ve signed your lease, but not Republic Park Vista. No one interacts with the residents the way that the staff does here! The resident virtual events that have been offered throughout the year have been great. My favorite one was the talent show — residents were able to submit videos or photos of their talents and the office staff were the judges. (I’m an artist so I submitted a video of me painting Michael Jackson!) In light of such uncertainty and isolation, these events have definitely helped keep us social. I think I speak for many when I say that I am really appreciative of the staff’s extra effort.


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“I can’t wait to submit a service request,” said no one ever! Our residents may have had less-than-stellar experiences with the maintenance teams at their former residences, that isn’t the case with Venterra. Our maintenance teams aren’t just technicians and handymen — they’re experience makers! From daily greetings to helping residents out with switching out car batteries, our teams don’t just take care of the buildings; they also take care of the people that live inside of them.

service with a smile the service opportunity experience


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what our residents have to say Manny is the man! He’s friendly, respectful, and professional and gets the job done the first time. I am happy he’s in my complex. ANISSA MISHRIKI

Northbridge at Millenia Lake, Orlando, FL Resident since 2018 ••••••••••••••••••••••••

Jesus did an excellent job with my maintenance request, as usual. He works hard and always maintains a level of professionalism. He makes sure that the maintenance requests are completed with great satisfaction. I always feel assured that when he is assigned a request, that it will be completed properly. My only request with this survey, is that the rodent boxes around the property are properly maintained to control the rodent problem that we are experiencing in the garages. Thank you! ANGELA GRANT San Palmilla, Webster, TX Resident since 2019

Pedro did an excellent job and we are very grateful. I know times are hard right now and we are living through a pandemic, so we were relieved when we were able to take a regular shower and did not have to take a bath with a cup, as we had to do so for over a week previously. CHRISTINE FIERRO Westover Oaks, San Antonio, TX Resident since 2019 ••••••••••••••••••••••••

I was in the middle of preparing Sunday dinner, when my stove top and oven broke. I called the office and Kristi immediately reached out to the maintenance staff to submit my request, for assistance. Rogelio arrived within an hour and fixed my oven and saved my Sunday dinner. Thanks for the great service! DOROTHY MASSIE Silverbrooke, Stafford, TX Resident since 2019

I submitted my request early Friday morning and within minutes, the maintenance staff was on top of my request. I heard something outside of my window and saw the guy was checking the unit. A few more minutes and then there was a knock at my door. Then, about 29 minutes later, I could feel the cool air in my room. Thank you for your prompt attention to my request! CLAUDIA DAVIS Estancia at Morningstar, The Colony, TX Resident since 2019 ••••••••••••••••••••••••

Victor and Mike are great at what they do! Falcon Square is lucky to have such great maintenance technicians on the team. Their knowledge and expertise is above and beyond. A big thank you to Victor and Mike! DOUG KNISELY Falcon Square at Independence, Winter Garden, FL Resident since 2008


I called into the office and Susan answered the phone. I told her about my leaking faucet. She immediately called one of the maintenance guys and Lewis was at my door within a few minutes. He immediately went to work, safely with his mask on, and replaced the faucet and the leak was fixed. Both Susan and Lewis did an exceptional job and my challenge was resolved within 1 hour. Doesn’t get any better than that! CARL PICHOTTA Town Station, Cary, NC Resident since 2019 ••••••••••••••••••••••••

St. Andrews, Pearland, TX Resident since 2016

Tuscany at Lindbergh, Atlanta, GA Resident since 2012 ••••••••••••••••••••••••

The maintenance team here is living up to the high standards that the leasing staff has displayed, since our first meeting. The maintenance man (I wish I knew his name, so I could tell you exactly who he was) came in wearing his mask and never removed it. He also went above and beyond his requested duties, by bringing in a few boxes that had been left on my doorstep. He also placed them inside my residence. It was a little gesture that shows how much he cares about the residents here. CHRISTOPHER COOK Silverbrooke, Stafford, TX Resident since 2019

Due to COVID, I was prepared to buy and change my own air filter and light bulbs. When I called the office to check the size of my air filter, Joe let me know maintenance would be happy to leave the necessary items on my doorstep. They were there by the time I got home! ELAINE PALMER The Vinings, Stafford, TX Resident since 2020 ••••••••••••••••••••••••

My main maintenance man came through, he’s truly gifted! I think he fixed my drawer himself, with his carpentry skills. It’s perfect and he repaired it much faster than I would have anticipated. I was thinking a new drawer would have to be ordered. HEATHER MCCOLLUM Apex West Midtown, Atlanta, GA Resident since 2012 ••••••••••••••••••••••••

I am very satisfied with Jose’s prompt and courteous service and respectfulness of COVID-19 precautions. He finished the job quickly and got in and out right away! Excellent maintenance service! ROBERT & MARTHA EWING The District Universal Boulevard, Orlando, FL Resident since 2019

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The maintenance service has always been at the highest level possible. This instance was excellent! From the response time, which was immediate, to the completion of the job. The completion of the work time was minimal. The man responding to the call was obviously knowledgeable and completed the task in minimal time. Even answering my questions patiently and completely. Great job as always and completed within a few minutes. ANNEMARIE GILTROP

Spence was such a blessing because we were locked out of our apartment with a broken door lock cylinder, he did a great job and was happy to help us, even though it was after hours and he was at his apartment relaxing with his family. Great job Spence! He deserves to be recognized by management. CHRISTOPHER BURTON


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My service request was phenomenal! Sierra Sitzman, put in my maintenance request as I stood in front of her. Within 2 hours, Terry from maintenance was at my front door. Customer service is excellent! Everything was “Perfect”. Terry always goes above and beyond, to make sure my home stays on point. ZINA HARRIS Villas at Newnan Crossing, Newnan, GA Resident since 2016

I can’t rave enough about the maintenance staff here. They are so amazing! I have been here 1 1/2 years and only had to call the maintenance twice, both times they were after hours. I kid you not, both times my calls were returned within 2 minutes! The first time, it was really late and I had just gotten home so I scheduled the repair for the next day and the repair was completed in less than an hour. The second time, although it was late the gentleman still came out and took a look at everything and we scheduled the repair for the next morning. They called me at work to let me know the repair had been completed. Not once did they leave a mess or work unorganized. They were fast, clean, pleasant and friendly! They were so awesome! Also, Summer from the office called to alert me that I had a large package delivered to the delivery room downstairs. I told her there was no way I could get that upstairs. She asked Mike and the maintenance guys if they would bring it to my door and guess what they did! I am not surprised they are all so sweet, from the office staff to the maintenance staff. They are truly the best! Community living doesn’t get any better than this. There are beautiful grounds, always nice and clean, community functions, the community newsletter, and to top it off, you have an amazing office and maintenance staff! I am truly blessed. KEYADA WILSON Villa Lago, Fort Worth, TX Resident since 2019


The Metropolitan, Louisville, KY Resident since 2018 •••••••••••••••••••••••••••••••••••••

I’ve been a resident at Timber Mill since the end of May. I have moved to different apartments every year for the last five years. I’m happy to say that I have finally found one that I want to stay at for many years! I have never had a maintenance team work so fast to take care of their residents. They are very sweet, respectful gentlemen who always say “lock your door” when they leave. And if you can’t be home and need something fixed, you can trust them to handle it. I had to make some special request since I have a bad leg and back injury, and Brenda saw to it I was taken care of. I tell everyone I come across, looking for apartments to come by and see this place because you won’t be disappointed! VIRGINIA WADDELL GOOGLE REVIEW

Timber Mill, The Woodlands, TX •••••••••••••••••••••••••••••••••••••

When we first moved here 2 years ago, the Metropolitan was under different management and it took multiple times for maintenance to attempt to fix our apartment’s problems. Two months later, Venterra Living took over as new management. Since then, the maintenance crew have fulfilled our work orders at a fast pace and they’re also great people to talk to. Our toddlers love seeing them! SAMARA HUDSON GOOGLE REVIEW The Metropolitan, Louisville, KY

I love my maintenance team, they are efficient; very polite and trustworthy. If they say they are going to do something, they will! I never have to wait and they will always make you feel comfortable while they are working. I have even sat and talked with my maintenance lady and maintenance man, just normal conversation and they never rush the work and give advice on what is the best way to handle all situations. You feel like you are at home and with that one family member who is just super handy and can fix anything! I am happy they work in my apartments and glad they have been with them so long also! I get nervous when the maintenance team keeps changing but they are the best! REGINA SALLIE

Riverbend, League City, TX Resident since 2019 •••••••••••••••••••••••••••••••••••••

Mickey did a fantastic job handling our maintenance request! With the ongoing COVID-19 outbreak, I was worried our request may not be filled for a while because it was not an emergency. However, this was not the case at all. I called down to the office that afternoon and was assured by Katie that it would be taken care of that day. Mickey came by and changed the batteries in all of our smoke detectors, even though only one was going off, talk about thoroughness! He made sure we were taken care of. He was very kind and professional. JACQUELINE BRENGELMAN

Bradford Mills Lofts, Louisville, KY Resident since 2020 •••••••••••••••••••••••••••••••••••••

The maintenance technician, Tanner, had the utmost patience; understanding; communication; efficiency, and didn’t hesitate to help. He exceeded way beyond my expectations as a customer! I hate to admit the only reviews I normally give are only negative ones. However, I was so astonished at how effortlessly he provided such perfect customer service that I had to leave a review. He accomplished everything in a timely manner and ensured that I was comfortable with the outcome. I had a million questions and not once did he seem frustrated or annoyed. All of my questions were answered on the spot, with knowledgeable responses. If we were allowed to tip I wouldn’t even hesitate to provide a generous amount. Unfortunately, this is the only way of showing how much I greatly appreciate all the services that were provided. Please consider giving this humble gentleman a more than well deserved, bonus! Thank you for going above and beyond with your customer service expertise Tanner! Thank you!! MAYSONET CARIDAD Fairways at South Shore, League City, TX Resident since 2020

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I love this community! I have lived here for several years, and I was even going to move at one time but when the new management team came in all the issues were taken care of. The staff goes above and beyond every day to make this property such an amazing place to call home. Let me tell you about a few of the amazing people at this community. First, the manager and office staff, Cindy and Keith are two people who went above and beyond when my dog passed away, a few weeks ago. They called my daughter and got pictures of Roxy Anne and bought a woof picture frame, with her name engraved on it and surprised me with it. Second, the maintenance manager, Holly, helped me with a hot water problem. She called me and told me what the problem was and what she had to do to fix it. I submitted the work order that morning and everything worked wonderfully when I got home. These are the kind of people you have to look forward to seeing here at the Metropolitan. If you want a great place to live and people who care about you, this is it! ANNETTE DAVIS


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My experience at West 46th has been remarkable. I’ve been living here almost three years and I have never had an issue that wasn’t fixed or unnoticed. Jasmine, Pam and the maintenance crew go above and beyond when it comes to providing top tier service to everyone that walks through the door. I feel safe, included and at peace. ERIC CLEMONS GOOGLE REVIEW

West 46th, Nashville, TN ••••••••••••••••••••••••••••••••••••

I am writing this letter as a humble note of appreciation for the outstanding customer service provided by your technician, Mr. Luis Villalba two days ago. Since I moved to this apartment, the kitchen melamine cabinets were showing signs of wear and tear. He took less than ten minutes to give me a solution and started rectifying the problem. The ability to provide the resolution quickly exceeded my expectations. I really commend the prompt service provided by Mr. Villalba. There was no lame excuses to take time in providing the cabinet repair. I am really pleased with the knowledge and skills showed by him. Great service makes your residents feel that you care about developing a long-term relationship that means more than just making a rent. I would love to recommend Mr. Villalba to anyone who needs reliable, fast and excellent customer service. A worker like him makes your company shines. Keep up the good work! JOE LO GOOGLE REVIEW Coles Crossing, Cypress, TX

I called the emergency line 9:41 PM, not sure if my situation was a real emergency. The automated line stated someone would return my call. I received the call in less than two minutes! He scheduled my maintenance service and not only fixed that request but a few other things I mentioned to Andrea right before he came out. He completed them all in less than two hours. He was fast, explained everything he did, and even gave me a few tips. They are so amazing! Both the office and maintenance really go above and beyond. Just two weeks ago they provided curbside breakfast for us! How sweet and thoughtful is that. This is a great community to be a part of! VERIFIED RESIDENT 649645 GOOGLE REVIEW

Villa Lago, Fort Worth, TX ••••••••••••••••••••••••••••••••••••

When my air conditioning froze, I called the office to submit an emergency request to have my AC fixed that night. Within 10 minutes, Ernesto called me and told me he was on his way! Not only was he quick to respond at 9 PM on a Friday night, he made me feel great and made sure I didn’t feel like a burden for having him come into work to help me. He did all that he could to help me by changing my A/C filter, checked the unit outside, and gave his boss a call to get a second opinion. Though he is unable to fix the issue until Sunday, he went the extra mile and got me a portable A/C unit to use until then. He installed it, gave me the rundown in case I wanted to move it, and told me to call him anytime if I needed anything before Sunday. I really appreciate his customer service, readiness to help, and the effort he made to make my apartment as cold as possible for the time being! RAMIRO MORENO GOOGLE REVIEW Carlyle Place, San Antonio, TX


what our employees have to say My team at Riverbend was going through our normal tasks one Monday when we received an urgent call: “My kitchen sink is pouring out water from the bottom and there is water all over the floor!” We immediately sprang into action but before we could swoop in to fix it, the resident informed us that their family has COVID-19. We paused and before any of us could even say anything, I headed out the door with all of the PPE needed and suited up! I wore two face masks, goggles, a face guard, and a full hazmat suit — my team remarked that I looked like I was going to walk through a field of nuclear waste! Prepped and ready to jump in and tackle the situation, I knocked on the door and headed in. I was able to use my radio and tell my team the issue so that they could deliver proper tools and get it repaired for the resident in 15 minutes! The resident praised us for our help, telling me, “When you walked in with a full hazmat setup, we knew we couldn’t be more blessed to live in such an amazing community.” I was happy to go above and beyond without asking any questions to make sure our residents were taken care of during this pandemic. When the family was fully recovered, they stopped by the office and thanked me again, even telling me that I am one of the main reasons why they will keep calling Riverbend home for future years to come!

ENRIQUE AMARO

Experience Leader, Maintenance Manager

I love when our residents request me when placing their work orders because they all feel like family! I’m happy to be the eyes and ears when it comes to how residents are doing in their personal lives. But in the beginning of the pandemic, it was hard because of the limited interactions with residents and not being able to fully assist them with their needs. I really didn’t like this shift, so I tried to figure out how we could still help our residents without physical contact. Then I had an awesome idea: to have a self-help supplies area on the front patio of the office! I brought light bulbs, air filters (for every type of floor plan), and batteries. We managed to think of EVERYTHING! The residents loved this warm gesture so much. It’s actually now the norm that we set these out and allow residents to self-service themselves!

LINDA MOSER

Experience Maker, Assistant Maintenance Riverbend, League City, TX Employee since 2015

Through the struggles faced this year in coping with a global pandemic, the resolve and fortitude of the men and women leading maintenance efforts within our communities was showcased. Every day members of the Venterra Maintenance Operations team showed up to work and fulfilled their commitment to our residents, our corporate values, and our investors. During this trying time, as we changed our normal business practices to create a new standard, the positive impacts of the availability and use of technology were realized and leveraged to re-imagine how we perform our daily duties. While Venterra has always been a technology leader, we now have a more defined purpose driving our efforts to constantly innovate and increase the level of care we show our residents. Venterra Maintenance Operations has always championed providing unparalleled service excellence through the utilization of cutting edge technology and industry-leading practices. This pandemic has focused us more keenly on increasing operational modernization efforts. We will continue to invest in the development of our people and ensure that they always have the resources to fulfill their obligations to the communities they support. We will lead the way in a future where maintenance operations incorporate more components than ever before. Furthermore, maintenance operations will work hand in hand with other departments within the organization to fulfill the mandates set by our executive leadership and the expectations of the residents within our communities.

ALLEN RAFIEHA

Experience Leader, Director of Maintenance Operations Venterra Corporate Office Employee since 2006

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Riverbend, League City, TX Employee since 2003


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say you will stay!

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S AY YO U W I L L S TAY: T H E R E N E WA L E X P E R I E N C E

The biggest compliment that we receive is when our residents tell us that they never want to leave! It fills us with joy to see so many of our residents create some of their best memories at our communities — whether it’s meeting new people at our Venterra functions or family outings at the pool. And when you factor in the parks, restaurants, and other businesses in the surrounding area, who can blame them?

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what our residents have to say

My roommate and I moved in just before quarantine and have decided to renew for another year. It’s neat and quiet here, and the staff is very friendly, helpful, and communicative. It’s also pet friendly and our neighbors are so nice! CHARLOTTE CHASE GOOGLE REVIEW

Stonecreek Ranch, Austin, TX ••••••••••••••••••••••••

I’m in my second year of living here and the office staff is amazing! Marissa, Emily, Jo and Katherine are patient and really take time out of their day to make sure that their residents are taken care of. I also love the valet trash service, 24-hour gym and monthly resident events! It’s definitely a great place to live. VERONICA RAYGOZA GOOGLE REVIEW The Vinings, Stafford, TX ••••••••••••••••••••••••

We moved into the CoHo community from Baltimore, Maryland and stayed for one year. We had nothing but positive experiences from the very first FaceTime walkthrough of our apartment, until the day we moved out and bought a home. It’s an incredible location with a solid amenities package. It’s also very pet friendly and includes flexible lease term options. This combination makes CoHo the best overall value in the area. And the staff is top notch! We renewed twice during the year stay at CoHo and each time was completely pain free and convenient. We had several maintenance requests that were handled immediately, and we were able to reserve the clubhouse for a holiday party for free. This was hands-down the easiest and most pleasant experience I’ve had with a rental property. KYLE RAINS GOOGLE REVIEW CoHo, Atlanta, GA

I usually wait until I move to review, however I don’t think I am leaving! Village Walk is a beautiful community: quiet, relaxing, clean and surrounded by stores, restaurants and things to do. There’s a huge beautiful lake in the middle of the neighborhood, which I love to walk and listen to music. The office is professional and maintenance takes no time to complete orders. They treat me like family. Valet trash service has been the best here of any where I live — he’s always on time, takes bags and never complains. I love Village Walk and I suggest you move here or at least take a tour. It’s been one of the best decisions I’ve made in Jax! Thank you! iCREATE CUSTOM GOOGLE REVIEW Village Walk, Jacksonville, FL ••••••••••••••••••••••••

I am into my 5th year here at the Villas. I moved here from Illinois. I am a retired woman with no family here in Georgia. The staff has always treated me like family, they always greet me when they see me and even call me every now and then to check on me. They called me for Christmas and New Year’s just to check on me. For my 70th birthday they gave me a wonderful card with their beautiful faces smiling with a sign that says ‘Happy 70th Birthday (This past August} Miss Jackie, we love you’ There was also a nice basket with the things I love it. It really made my day to know that even though I live alone with no family, and have really been staying in my own little bubble during this pandemic. I didn’t feel alone. Terry came and fixed my disposal with a smile and a kind word and even asked if he could do anything else for me. He had on his booties and a mask! This staff is the best JACKIE L. KINGSLEY REVIEW Villas at Newnan Crossing, Newnan, GA

I have been living here for over a year and I will definitely renew my lease. I love the location and the amenities! It’s simple and efficient, the pool is nice, the gym has all you need and the staff here is great! It might not be the most luxurious place but it definitely feels like home! It’s also dog friendly and located in a great area for walks! TREY THE TRUTH GOOGLE REVIEW Stonecreek Ranch, Austin, TX ••••••••••••••••••••••••

I never leave reviews, but Shadowbrooke deserves so many words of praise. The staff has been completely excellent over the entire time that I have been living here: the management and maintenance staff are amazing and very kind, and they are extremely knowledgeable, responsive, efficient, and accommodating. The unit I live in is in excellent condition and all of the utilities work very well. The scenery and buildings look great, and you’ll almost always be able to find a parking space somewhere, even if you just keep the free parking option. I have no regrets about renewing my lease here, and it is the best apartment complex I have ever lived in. VERIFIED RESIDENT 840836 APARTEMENTRATINGS.COM

Shadowbrooke, Stafford, TX ••••••••••••••••••••••••

I have just finished my 4th year here, and I will be renewing for year #5. The staff is awesome - always friendly, accessible and responsive. Dogs rule here and there is a community garden if you want to grow something. And my three dogs give it a three paws up!!! JEFFREY SCHNELL GOOGLE REVIEW Park West, Dallas, TX


1-ON-1 WITH HEATHER CARROLL FROM TIMBER MILL

I’ve been a Venterra resident for 11 years and I truly can’t say enough good things about living here. The amenities and location are really great. And the staff is wonderful, friendly and helpful. A while back I had a package from Ulta stolen from my doorstep. The office staff went above and beyond to rectify the issue. They contacted Ulta on my behalf and bought me a gift card to make up for the stolen items. They couldn’t have been more accommodating and apologetic. Who else can say that about their apartment community?

1-ON-1 WITH ADRIANNE JOHNSON FROM PARK WEST

1-ON-1 WITH CONNIE SIMMONS FROM TIMBER MILL

I’ve been a resident at Timber Mill since 2013 and it’s been a true pleasure to live there. The staff has always been wonderful, considerate and quick to respond to any issues or problems. I recall a time when there were a lot of stray animals coming onto the property. I’m afraid of all animals, so when this was happening, I called the office to make them aware of the issue. The staff wasn’t sure who the animals belonged to, but to help ease my fear, they bought me an animal deterrent. This completely restored my sense of safety in my community. Thankfully I haven’t had to use it, but I am so thankful to have it. The customer service here is just fantastic. I don’t think I’ll ever leave!

We are always our best during the tour, leasing and move-in process, but many times we tend to forget, especially if we don’t hear from our residents after their move-in, to create memorable experiences for them down the road.

OLGA KOSTERINA

Experience Leader, Community Manager Falcon Square at Independence, Winter Garden, FL Employee since 2012

Around the renewal time, I like to reintroduce myself to residents and discuss the importance of the renewal procedure. I like to ask If there are any issues that need to be attended to. Simply starting a conversation enhances the communication between a resident and management. It also gives me an opportunity to share how proud I am of The Palazzo.

JASON EDWARDS

Experience Leader, Maintenance Manager

The Palazzo, San Antonio, TX Employee since 2016

Being nice, listening, and doing things in a timely manner are basic expectations for any property management company, but our residents want more. Communication and transparency are most important in keeping our residents happy. When a mistake is made, admitting it, being honest with them, and providing a solution to make it right is much more effective than being vague and making excuses. It shows our residents that we’re not faking it – we care about them

BARRY TAYLOR-YOUNG

Experience Leader, Community Manager

Carlyle Place Apartments, San Antonio, TX Employee since 2014

Here at Axial Buckhead, we have an amazing resident that has called us home for the past 10 years. As you can imagine, items have been upgraded throughout the years as people move on to new ventures, but this apartment has stayed the same. Since we have been going through renovations recently and upgrading apartments, the resident reached out to us and asked if there was anything we could do. She loved her home so much and did not want to transfer or move anywhere else; she had already made 10 years of memories and did not want them to disappear. Seeing this love and dedication for her home, we were able to get approval and provide her with all new Koly plank flooring throughout her entire apartment. She was beyond thrilled and felt like her home had a fresh face lift while keeping all the marvelous memories preserved in the walls. Because of the customer experiences we have been able to provide and will be able to provide in the future, she will be a loving resident for many years to come.

BROOKE BREWER

Experience Leader, Community Manager Tuscany at Lindbergh, Atlanta, GA Employee since 2017

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When our commutes became a bit far, my roommates and I considered moving. But the staff is so wonderful here that we decided to stay! Everyone knows our names and it makes us feel so special — even my dog’s name! My mom mailed a package to my dog and the staff even knew which mailbox to put it in! And it isn’t just the friendly front office staff. Everyone just works so well together, from the office workers to the maintenance team. I feel like it’s not just an apartment complex — they actually care about us! I know of another resident who was having a difficult time renewing her driver’s license, as she couldn’t do it in person because of COVID. She’s elderly and had never used a computer before and the office staff pulled up the DMV website and walked her through everything she needed to do. I hear stories like this from residents all the time while I’m out walking my dog. Everyone at Park West feels the same way about living here. They go beyond regular customer service, and truly create a sense of home.

what our employees have to say


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we’re here for you, always the move-out experience


We do everything we can to make sure our residents know they’re supported in their moveout process. While many of them leave Venterra communities to pursue career opportunities or home ownership, we never say “goodbye” — we say “until next time!” The need for an apartment has a way of popping up several times over a lifetime, and we always look forward to hearing from them later on down the road!

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what our residents have to say I wish we didn’t have to move! Y’all have been more than amazing! ASHTON DAVIS San Palmilla, Webster, TX Moved out 2020 •••••••••••••••••••••••••••••••••••

This was the first apartment that I’ve ever leased, so I did a ton of research on finding a really great apartment. What mattered to me was price, location, and quality. This place checked all those boxes for me. It’s a beautiful location, and my girlfriend and I loved every second. Our lease has since ended, but I have zero complaints about living here. Tracy is the sweetest and most helpful person I’ve ever met. She was always super helpful and always had a smile on her face. Tracy, Taeh and I already miss you and hopefully we can move back here again in the future. This place is an excellent first apartment! If you have any hesitations, just talk to Tracy and she will handle everything. I highly recommend this place for anyone looking for an apartment! LAWNYYY GOOGLE REVIEW Carlyle Place, San Antonio, TX •••••••••••••••••••••••••••••••••••

I miss this place so bad — I had no idea how good I had it while I was there. I have since moved to another apartment complex and it is horrible compared to Belterra. If I could go back in time I would definitely renew with Belterra. It was an amazing experience. This complex has had a total overhaul since the wave of bad reviews were posted. The maintenance crew is simply amazing and actually care about the issue at hand, and management cares about you and your issues. There are minimal problems about the property itself, and the upkeep is amazing. You will build relationships here with people and staff. I go to Amber in the front office specifically because of the rapport we have, and I also know a couple of people who frequent the dog park. COLTEN BARRON GOOGLE REVIEW Belterra, Fort Worth, TX


The Phoenix, Fort Worth, TX •••••••••••••••••••••••••••••••••••

After two years, I left Zang due to the fact that I purchased a house. Otherwise I would have renewed my lease for a third year. Of the many apartments I’ve lived at in the Dallas area, Zang was the only apartment I had ever even considered renewing a lease at, which says a lot about my experience here. As a whole, living here was super positive. The girls in the front office (Elizabeth, Alex, and Rachael) were always so sweet to deal with, even on the few occasions where I reached out with problems (all minor i.e. late night noisy neighbor, disposal going out over the weekend, a friend’s car getting towed (my fault for not registering it!). My apartment itself was great with a spacious layout and was clean and updated with gorgeous views. Definitely jump on a higher level apartment if one is available. If I’m ever in a situation where I need to look for an apartment again, Zang will be the first place I call! DOLORES DOLAN GOOGLE REVIEW Zang Triangle, Dallas, TX •••••••••••••••••••••••••••••••••••

I regret that I moved out from the Phoenix. The manager Allison is amazing and they are always helping the residents. The management knows you by name and they are very friendly. They’re spacious, comfortable and clean luxury apartments. The amenities are amazing and the service to the apartment is five stars. I always recommend this place to family and friends. JEAN_F154 FROM APARTEMENTRATINGS.COM The Phoenix, Fort Worth, TX

1-ON-1 WITH MELISSA FROM VILLAS AT NEWNAN CROSSING

My husband and I moved in during the pandemic after taking a self-guided tour of one of the show units. I loved that the whole team was available to answer any and all questions that we had. One front office employee, Hunter, even sent me a video of our actual view from our unit, so we could see what we would be facing and whether or not we would be seeing a lot of traffic! We were pleasantly surprised by how easy the self-guided tour was, and when it came time to move, it was just as organized! We were able to get everything we needed and everything worked out great. The office staff was very clear and respectful regarding safety procedures. When we arrived, all of our information was in a lock box and sending over documents was a breeze! Our experience here has been so quiet and peaceful. We feel so thankful that we were able to spend time here during our transition from apartment living to building our home! I’m sad to leave but so glad that I experienced this beautiful community! I moved out after three years and lived in one of the larger three-bedrooms in the lofts. It was the best floor plan, with an open layout that was perfect for entertaining. I also had a large patio, perfect for lounging and relaxing on a summer evening. Both Susan and Jasmine were amazing and I will miss them dearly! Visit if you can and lease if you must — you won’t be disappointed! TYRA TAYLOR GOOGLE REVIEW

Town Station Lofts, Cary, NC ••••••••••••••••••••••••••••••••••••••

I found a great job opportunity and had to move, but the staff and amenities were perfect! If I move back to Houston, I will move back to Bala Woods — the community and staff were the best I’ve ever experienced! EDWARD ZABLOCKI

Bala Woods, Kingwood, TX Moved out 2020 ••••••••••••••••••••••••••••••••••••••

We would have loved to continue living in Town Station if we would not have purchased a home. The community is great! The office personnel are all very friendly and attentive, and the maintenance staff is far superior in terms of response time and quality of work. BRANDON BARMORE Town Station Lofts, Cary, NC Moved out 2020

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The Phoenix was my boyfriend and I’s first ever apartment together and away from our parents. We weren’t sure what to expect but trust me you will be blown away with this place. The location is right outside of downtown, giving you that city life experience as well as feeling safe. The property was always kept beautiful and clean — I never saw a bug the whole year we were there. The staff deserves a massive raise if you ask me. They were always fast to communicate, say “hi” in the halls when passing by, give restaurant tips, and even give dog treats. Megan and Allison were always there if I had a question or concerns. They made the place immediately feel like home. They planned amazing resident events (pre-COVID), like a ‘Game Of Thrones’ watch party, pool and ice cream party or even happy hour at a local bar down the street. The maintenance crew was phenomenal. They were so quick to come change a lightbulb or even help us when our air conditioner went out in the middle of the night. We signed a lease for another 12 months but they were so understanding when we had to cancel for my work relocation. Trust me, I would stay for years if I could! All in all, I loved this place and my experience living here. DARA BROWN GOOGLE REVIEW


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We enjoyed our time there so much! When our family grew and we decided to get a home, we were blown away by the support from the office staff. They are awesome! EMILY VERA

Silverbrooke, Stafford, TX Moved out 2020 ••••••••••••••••••••••••••••••••••••••••••••

We decided to move out of the area, but it had nothing to do with the apartment, staff or community. In fact, quite the opposite! The apartment was great and the staff was excellent — they were always there to help with questions or anything else we needed. Pam helped us from Day One and made sure all of our questions were answered and our needs were met. The entire staff, Maintenance included, always made us feel welcome and were eager to help us. If an apartment in the area is needed again, 46 West will be at the top of the list! Thanks again for such a great experience! ERICA DUTTON West 46th, Nashville, TN Moved out 2020 ••••••••••••••••••••••••••••••••••••••••••••

I truly wish we were still living there, but we just needed more space than a two-bedroom apartment. We ended up at another apartment complex with larger floor plans and closets, and we’re always talking about how much we miss South Shore Lakes. ERIN COREY

South Shore Lakes, League City, TX Moved out 2020 ••••••••••••••••••••••••••••••••••••••••••••

When the commute to my parents’ neighborhood was getting to be too much, I sadly decided to move out. However, the staff at Estancia has been nothing short of wonderful for the 4+ years I’ve lived here! There’s been turnover, but that isn’t always a bad thing! Several of the leasing agents were promoted to manage or work for other Venterra properties. Stephanie runs this amazing property with an amazing, respectful staff and I can’t say enough about the front office — they’re wonderful. Jorge and the maintenance team have also been amazing. I didn’t have many maintenance issues in the four years I lived here, but they were all handled the same day of my requests! Jorge wasn’t just polite and knowledgeable — he made me feel comfortable with maintenance coming in to correct any issues. The team also made sure that the pool and surrounding grounds were always clean. I can’t say enough about Estancia and possibly remove my son and it’s wonderful experience here. The staff made us feel so spoiled and we will miss all of you so much! MARGARET BROWN

Estancia at Morningstar, The Colony, TX Moved out 2020 ••••••••••••••••••••••••••••••••••••••••••••

Shout out to Keith Warner! He always goes the extra mile. I moved from the property due to working matters but I still have friends there and every time I go visit he still makes me feel welcomed. And also Grisel Borrero who always has a broad smile for everyone. JOANNE RODRÍGUEZ The Metropolitan, Louisville, KY Moved out 2020

what our employees have to say The significance of relationships and resident connection has never felt more important! Although our community doors were closed at Shadowbrooke, Krystal and her two-year-old son Walker would visit me through the glass door. I would sit on one side, and Walker would come in front of the door on the opposite side and press his face up against the glass, sending love and kisses. Krystal would update me on their family life while Walker shared his laughter and joy! Towards the end of August, Venterra offered me the opportunity to continue my growth and development, leading me to manage a different property. I moved to San Palmilla and was greeted with a hand-drawn card signed by the whole family, including congratulatory Starbucks gift cards. I moved communities, and they were just one of the many families I missed! Krystal and I continued to stay in touch. A couple of months passed, and I was notified I had a visitor. To my surprise, Krystal, Walker, Hannah, and Mike were standing outside the San Palmilla office to tell me goodbye! They drove forty-five minutes to see me as they moved to North Carolina to start their new journey! Although I do not see them face to face anymore, I have kept in touch with them since they moved out. I am thankful for their relationship and miss the joy they brought into my life!

LINDSEY WERT

Experience Leader, Senior Community Manager San Palmilla, Houston, TX Employee since 2016


Venterra residents are the most cared for residents in the industry. Imagine your bike was stolen from your apartment, and the management company surprised you with a new bike. Imagine you got laid off because of COVID-19 and were worried about paying rent, and the management team worked out a payment plan, sent you information on government relief programs, and surprised you with a gift card for groceries. You just imagined living in a Venterra community.

At Venterra, we care about our residents because we see them as family. I’ve read testimonials from previous residents asking if we could buy a property in a specific city because they miss the way we do business or telling us they will come back when their current contract expires. We’re currently spending hundreds of hours of research and development solely to provide a better experience for our residents. Who else does that? NO ONE.

CHRIS GRIFFIN

Experience Leader, Project Coordinator Venterra Corporate Office Employee since 2006

On the flip side, we’ve all experienced waiting for a cash register or website to work properly when trying to buy something, having to sit through a long delay to bring up a customer record or waiting for information and not getting it in a timely manner. These delays can be a deal breaker for many customers. This productivity loss can affect everyone from team members to our residents. And unfortunately, technology can periodically cause problems that leave both team members and residents very frustrated. We know what amazing customer service feels like. It can turn us into raving fans of an organization. It can enhance a company’s brand reputation and most of all, increase customer loyalty and satisfaction. And how a company’s technology performs to serve its customers is no exception. That’s why over the last six months, we have spent a lot of time reviewing the technology in the properties, planning out technical upgrades, and then creating a plan to implement the changes in order to better serve our residents.

W E ’ R E H E R E F O R YO U , A LWAY S : T H E M O V E - O U T E X P E R I E N C E

A lot of places claim to put their customers first or act with their customers in mind, but Venterra really does. At the heart of every interaction and at the core of every decision are our customers. Venterra truly considers customer experience to be the chief endeavor; we care about our residents and do what we can to help make their lives easier. This can be seen with programs such as SMARTLEASING, the 30-Day Live It. Love It.TM Guarantee, and our Better Way program, where employees and residents are encouraged to make suggested improvements to anything.

As we all know, the most important resource in our company is our team members. And that also includes the technology we use daily to support each other and our residents. Many of us have experienced a busy day where usually-dependable technology starts to fail. It’s amazing how a busy day can instantly transform to a frustrating, unproductive one, whether it’s due to a PC that won’t start, an Internet connection that is cutting out, or a telephone system that has gone on the fritz.

Since then, some of the items we have completed are below: 1. We upgraded and standardized our network equipment in 35 properties. This includes the purchase of new network switches, routers, wireless access points and added or replaced dozens of faulty network cables. 2. We standardized and upgraded Internet connections in over 30 properties. Many of these properties had sub-par Internet connections and now have speeds that range from 2 times to 30 times faster, so we can virtually serve our residents quickly. 3. We are currently upgrading and standardizing our property telephone systems to voice over IP. We now have a single VOIP provider in 45 properties and we are seeing a big improvement in flexibility, reliability, and ease of use. 4. Last, but not least, we are about to replace 230 desktops in the properties with new Dell 2-in-1 tablets. This is going to bring a new level of mobility and hardware speed and stability to our team members. These changes are expected to be replicated across all remaining properties this year along with new Wi-Fi network upgrades being planned shortly afterwards. I truly believe that providing stable, secure and high performing technology along with efficient and timely IT support is critical to helping our team members deliver world class services to our top priority: our residents.

JEFF COHEN

Director of IT Services Venterra Corporate Office Employee since 2019

LIFE AT VENTERRA COMMUNITIES

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Humor can be found in almost any aspect of daily life - people do funny things all the time, you just have to pay attention. With about 500 team members, 32,000 residents, and 130,000 people looking for apartments at Venterra communities each year, there is ample opportunity for something funny to happen, and it often does. Whether it’s intentional, something embarrassing or out of the ordinary, laughter is an essential part of the Venterra Experience; it keeps us going and reminds us to not take things so seriously. Here are just a few of the countless moments that made team members do a double-take, struggle to hold it in, or make a mental note to share with their teammates later. The usual response is, “Now, That’s Funny!”

There was a virtual tour where the prospective residents had already sold their house and were living in a hotel. When I started the tour, it turned out I was going to be showing an apartment to the entire family, including their dog, on the virtual call. Which is a bit odd, but okay. What really struck me is that when I looked at the screen, I saw they were all piled up in bed! I’m just thankful they were dressed!

ANNE HOVEY

Experience Maker, Better Living Consultant Villas at Newnan Crossing, Newnan, GA Employee since 2015

During my first virtual tour, I did not realize that I had the camera facing me for the first half of the tour! That prospective resident and I got up close and personal! It must have gone better than I thought, though, because they leased the apartment!

MAYRA DEHOYOS

Experience Leader, Community Manager The Park on Wurzbach, San Antonio, TX Employee since 2004

My first tour of the day was with a family with two little kids. When I opened the front door of the apartment, the kids saw the patio and immediately ran over to it. Not realizing a door was standing in the way of their happiness, then one of them ran right into the patio door and bounced off. As we continued, I heard one of the kids tell their mom that they had to use the bathroom. I quickly chimed in, as they were already walking to the bathroom, that we didn’t have toilet paper. She smiled and said, “It’s okay,” and pulled a roll of toilet paper from her bag! #momlife #preparedforanything

KEISHA HOWELL

Experience Maker, Better Living Consultant San Palmilla, Webster, TX Employee since 2020


ALEX CHACON

Experience Leader, Community Manager Riverbend, League City, TX Employee since 2015

We had a sweet older couple who would bring us cookies, sit and talk for hours, and always walked the property together. One day, we received a call that something weird was going on at 7 am each morning on a patio. I asked, but the resident wouldn’t say, just that we had to see it for ourselves. The very next morning I arrived early to check it out. Turns out the “something weird” that was going on was the sweet older couple on their patio together, in their birthday suits. It was shocking, to say the least. Rather than talk to them right then, and to give myself time to figure out what I was going to say, I went back to the office and sat. When I did call them a little bit later, it was the funniest and most awkward phone call. The resident was so great about it and said he was “just living his best life with his wife.”

MARVIN WRIGHT

Experience Leader, Community Manager Stonecreek Ranch, Austin, TX Employee since 2019

During the shutdown we understandably received more noise complaints than usual, everyone was home! One in particular gave us all a good laugh: a resident called, as serious as could be, and asked me to tell the neighbor downstairs not to laugh after 10 pm. I had to take a moment to keep my composure! Apparently this neighbor has a very loud laugh and likes to stay up late watching comedies.

LIZETTE AVILA

Experience Leader, Better Living Manager South Shore Lakes, League City, TX Employee since 2016

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I was helping at another community and was out walking all vacant apartments. When I got to this particular apartment, the lock was not turning because the privacy lock was engaged, which was odd for a vacant apartment. I called the Better Living Manager, Angela, to bring the garage remote for the apartment so I could get inside to see what was going on. When we opened the garage door, we immediately saw a pair of Converse on the floor. Something was definitely off, so I proceeded carefully up the stairs to investigate. At the top of the stairs, I began calling out to see if anyone was in the apartment. When I opened the door to the first bedroom, this 6-foot, stocky-looking guy sat straight up from sleeping on the floor and just stared at me with this disbelief in his eyes. I nearly jumped out of my skin and told him to leave, that I was calling the cops, and would be waiting for him downstairs. When the police arrived, they went in and found him taking a bath using the bath salts, shampoos, and towels from our mini model!


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NOW THAT'S FUNNY

Our property is on a busy street and turning into the main entrance can be challenging during peak traffic times. One day, I got a call from a resident in complete panic because they “honked at and followed another resident to their apartment.” I asked the resident to explain and they went on to explain that they were waiting to turn into the driveway when they saw someone in the rear view mirror coming up fast. They panicked and laid down on the horn - the only warning they could think of to avoid getting rearended. At the last minute, the approaching car swerved and missed the resident and their family, but they felt bad for honking at the person in front of them. They thought the best thing to do would be to follow them to their apartment to apologize. As they followed the people they honked at, they realized that they might have scared them and wished them harm! To make things more awkward, when the resident got to their apartment, the family didn’t get out of the car, but started to slowly back up and drive to the other side of the property. That’s when I get the call from them! As they explained what happened, we were laughing hysterically at the absurdity because they are some of the nicest people you could ever meet. They gave me a description of the resident’s car they followed and I knew exactly who it was. I was able to call on their behalf and apologize and everyone had a good laugh. All over honking at someone at the front gate.

CASEY CLARK

Experience Maker, Better Living Consultant Fairways at South Shore, League City, TX Employee since 2019

Well, this is kind of embarrassing. I was walking out the door with a prospect and commented, “nice car” and he said that was his and thanked me. I pointed out that the beat up old Hyundai located behind his car was mine and kidded that my “Bentley” was in the shop. He laughed and said “then you understand how expensive repairs are”. I just chuckled. Later our maintenance manager comes walking in and asked, “who drives the Bentley?”. I asked, “Bentley?”. I immediately got all embarrassed because I had no idea the gentleman ACTUALLY drove a Bentley! I just thought it was a nice car. I was just saying I had a Bentley in the shop to be funny!

ANNE HOVEY

Experience Maker, Better Living Consultant Villas at Newnan Crossing, Newnan, GA Employee since 2015

One of my weirdest Remote Tours was with someone who didn’t want to share their screen or unmute themselves. They preferred to speak with someone over the phone. So my teammate Christi stayed on the phone with them as they asked her questions and she texted the questions to me so I could answer the questions out loud as I was giving the tour.

STEVEN KING

Experience Maker, Better Living Consultant Silverbrooke, Stafford, TX Employee since 2017

One time, I went on a tour with a really nice woman. When it came time go to the model, she decided to ride in the back of the golf cart versus being in the front with me. Okay, so, no big deal, it happens. We were riding along, having great conversation. As I approached one of the dumpsters, I noticed a trash bag right next to it. I told my prospect, “We’re gonna make a quick stop. I just need throw this trash away”. I pulled over, threw the trash into the dumpster, and jumped back in the golf cart. I headed off in the direction of the model and picked up the conversation where we left off. There I was happily rambling on, when something caught my eye in the side mirror. I saw a resident jogging in the community, but then got confused when I noticed a few things that seemed a bit strange: 1. The resident was waving her arms in the air; 2. She was running really fast, and I thought, “Wow. She’s really picking up the pace”; 3. She was running directly behind the golf cart, instead of off to the side of it. I turned my head back to look at my prospect, like, “are you seeing this?!”. Imagine my shock, when I looked back and saw no one sitting on the golf cart! I finally took a good look at the woman running; it was my PROSPECT.... chasing after the golf cart! Turns out, she never heard me when I said we were making a quick pit stop and stepped off the golf cart thinking we were about to tour an apartment. I slammed on the brake and reversed as fast as I could. I apologized profusely, but she was such a good sport about it. We laughed so hard, it actually took us a while to regain our composure, and throughout the tour, we would randomly break into fits of laughter about the whole thing. This was definitely one of my most memorable tours!

JENNIFER MENDEZ

Experience Maker, Better Living Manager Ventana, San Antonio, TX Employee since 2016


I once had a man call about 10pm, upset that his corndogs were still frozen after five minutes in the microwave. Like, lividly upset! I explained this was not technically an emergency and we would see him first thing in the morning and get this fixed for him. He asked, so what am I supposed to do for dinner?! I could tell by the pause- it never even occurred to him- but I suggested, maybe use the oven?

ERIC BENAZERAF

Experience Leader, Maintenance Manager Silverbrooke, Stafford, TX Employee since 2017

I had a resident who demanded we put an amendment into everyone’s lease that they could not honk their car horn (for example; locking their car with their remote) after 8 pm because they needed a full 9-10 hours of uninterrupted sleep.

ALEX CHACON

Experience Leader, Community Manager Riverbend, League City, TX Employee since 2015

I had a prospect, without warning, lay down in a model unit to envision where he might put the bed.

JESSICA DECKER

Experience Maker, Better Living Manager Venue at Hometown, North Richland Hills, TX Employee since 2018

THE LIGHTER SIDE OF VENTERRA

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moments that make you say


WOW is a verb at Venterra. “I want to WOW Melissa”, is an example of what you might hear in the back offices of our communities after an interaction with a resident. Since the launch of the WOW Matters initiative, our teams have been empowered to make a difference in the lives of Venterra residents. Equipped with a budget and passion for exceeding the needs of our residents, our teams are able to create WOW moments every day.

W O W M AT T E R S & W O W E E S T O R I E S

WOW is also an expression. We aim to make employees say, “WOW! I can’t believe you knew!” when they are the recipients of a WOW moment. WOW + Employee Experience = WOW-EE and provides our Experience Leaders with tools to make a difference for their team members when it matters most. WOWing is part of the Venterra culture and empowers us to do the right thing, help someone reach their goals, go above and beyond to make the experience exceptional, and stand out as a company that cares more. WOWing increases levels of happiness and life satisfaction. When leaders are seen by their team members as more compassionate and kinder, trust levels are elevated, and they are inspired to WOW our customers. It strengthens connections so that everyone benefits from the enhanced relationships and productivity that stems from it. A sense of community is created when people go above and beyond for the benefit of someone else, and we’re in the business of building communities. The stories you will read on the following pages are not only inspiring but also show a culture that demonstrates exceptional experiences for our residents and employees. Not every resident or every employee gets WOW’d; but when it is needed, Venterra has the pleasure and opportunity to make a difference in the life of our customer and our employee, and you bet we’re gonna take it.

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I have the pleasure of overseeing Venterra’s WOWMatters program and this may be a large statement, but I can confidently say that at Venterra, We Care More Here. Each WOWMatters story shares a moment that Venterra anticipated the unspoken needs of our residents. One moment that particularly stuck with me was when a resident placed a work order for the paint to be touched up on her patio rails. In the work order, she mentioned that she wanted to spend more time on her patio due to the pandemic and lockdown. When the maintenance team arrived to complete the work order, they noticed that the resident only had one plastic patio chair. We intuitively knew our next steps (after touching up the paint, of course): go purchase some proper patio furniture for her! The culture created within Venterra provides us with the intuition to take the kind and caring course of action. Because We Care More Here, it’s in our nature to look for opportunities to go above and beyond to create memorable experiences (Wow Moments) as often as possible.

JOHNNA BACAK

Experience Leader,

Online Reputation Specialist Venterra Corporate Office Employee since 2008

A Pandemic Proposal MEGAN MONTEMAYOR

Experience Maker, Better Living Consultant The Phoenix, Ft. Worth, TX Employee since 2017 For those of us fortunate enough to have our health, the COVID pandemic certainly put a stop to many of our plans and goals this past year. And when the shelter in place orders were placed in March and April, many of us were wondering if we’d ever be able to venture out and act out our life plans. For Grant, that meant proposing to his girlfriend, Mallie, in front of family and friends. Thanks to Allison and Megan at the Phoenix, we were able to help Grant make his pandemic proposal a reality! THE OPPORTUNITY Grant had the plan to propose to his girlfriend, Mallie, during his own birthday party (that she was throwing) at their favorite brewery venue in April. Unfortunately, all of their celebration plans fell through as the COVID closures hit hard in Fort Worth. The date came and went as we were all instructed to shelter in place and quarantine was making it difficult to keep the ring a secret in their two-bedroom apartment. THE EPIPHANY Grant was still eager to propose, even if the original venue was not an option, so Megan and I got creative and jumped on the opportunity to help! After all, we love LOVE! THE WOW MOMENT We had some tents and tables in storage and with a trip to the store, we were able set the scene in an isolated space on top of the parking garage, where the city sky-line could be in the background. Grant invited a few of their closest friends, and Megan used her leasing skills to set up a Microsoft Teams invite for the rest of their friends and family, so they could watch it live. It ended up being the perfect pandemic proposal! Mallie was so surprised and was still able to say ‘yes’ to the man of her dreams in their favorite city in front of their friends and family. We are so happy to have helped create a beautiful and memorable experience for our residents amongst all the COVID challenges


In Remembrance NADIA LUCKHOFF

Experience Leader, Community Manager CoHo, Atlanta, GA Employee since 2017 Some people can make a lasting impact on our lives, even if we only get to spend a short amount of time with them. When a beloved resident was the victim of a tragic accident, our community was struggling to make sense of this insurmountable loss. And while we knew there was nothing we could do to ease the pain, the Venterra staff wanted to show up to the community with a thoughtful way to memorialize our beloved resident for years to come. THE OPPORTUNITY On August 12 2019, Sheridan Lowe moved to CoHo with his husband, Scott. They were looking for a fresh start in a new home and were so full of excitement. A drop-in to the Leasing Office would turn into an hour-long conversation of the lives they left behind and the ones they looked so forward to starting. A writer and a chef respectively, their creativity, kindness and compassion shone through in every aspect of their lives, including their wish to make us all feel like one big family. They even brought us homemade jam for the holidays! In 2019, Sheridan and Scott attended our “Pictures with Santa” event and brought along their beautiful puppy, Endora. They filled the room with light and laughter. After a few glasses of spiked punch, Sheridan was telling hilarious stories left and right, breaking the ice and facilitating conversations across the entire room. His quick-talking energy was so powerful — he’d often stumble over his words as even his lips couldn’t keep up with his sparkling spirit. On Wednesday, September 30 at 11 PM, Sheridan was taking Endora on a routine walk. As he was rounding the circle, he was struck by a vehicle and killed on impact.

BRENDA GRASHA

Experience Leader, Community Manager Timber Mill, The Woodlands, TX Employee since 2004 If there’s one major thing that we and our residents have in common, it’s our love for animals! When a distressed resident experienced a physical setback with her dog that left him unable to walk, our hearts went out to her. We knew we had to step up and help. After all, their pets are our residents, too! THE OPPORTUNITY Marilyn and her dog Mickey had come up to the office to chat. Once the conversation wrapped up, Mickey remained seated and could not get up to walk. Marilyn informed me that Mickey had canine degenerative myelopathy, an incurable disease of the spinal cord that’s similar to ALS. He had been doing okay, but recently began to decline. She asked if he could rest in the office for a bit in order to regain the strength to walk home. We moved him to a covered and quieter part of the office and I came back a short time later to check in. Marilyn became very upset because she had not seen Mickey this bad before. Marilyn would be unable to carry him home herself, as he is a full-grown Boxer weighing in at 50 pounds. I helped her get Mickey home and she mentioned to me that she had been waiting on her vet to receive a dog wheelchair. Unfortunately, she had been waiting on a response and was unsure how much longer it would be before she received one. THE EPIPHANY It broke my heart to see Marilyn so upset that Mickey did not have the strength to get up, and it was even worse that she was stuck waiting on a solution. I knew that Marilyn is on a fixed income and cannot afford to go out and buy something like this. It was unbearable to think of Mickey not being able to go outside for walks and take care of his business and I knew Marilyn would not be able to carry him. THE WOW MOMENT After I left Marilyn’s apartment, I immediately went back to the office and started researching dog wheelchairs. The first ones that popped up were over $450 — they are not cheap. I kept on searching and was able to find one that I could get in a couple days that was less expensive. So, I ordered it! It arrived on Monday and it was not until the late afternoon that I got a chance to put the chair mostly together. I called her a few times and finally on Wednesday, I heard back. I made sure she was going to be home all day and took the wheelchair over to her. She saw me coming through the patio windows and met me at the door. She could not believe I got Mickey a wheelchair! Together we went in and adjusted the chair for Mickey so it would fit and took him outside for his first walk. You can bet Mickey was a little apprehensive at first, but after a couple short attempts, he was walking without a problem. Marilyn was shocked, surprised, grateful, happy — you name it. She cried. I can’t count the number of times she said “thank you.” But what was the best part is how when she was helping me get it the right size for Mickey — the whole time she kept telling him that now he will be able to go for walks again. They are now able to take their daily walks around the property without her having to worry that Mickey will not make it home!

THE WOW MOMENT I knew there would be no words to help mend his husband’s pain, but we had to at least try and bring back some of the light that was lost. On November 25, 2020, we held a tree planting ceremony in Sheridan’s honor. After many trips to several different nurseries, I happened upon an “Ace of Hearts” and it stopped me in my tracks. Each leaf is in the shape of a heart. And while the leaves are currently dwindling as the cold weather approaches, the tree blossoms in the spring with a beautifully bright and dramatic display. This living memorial of Sheridan was muchneeded. Scott’s eyes brightened and his spirit lifted, if even for just a moment. It’s the perfect homage to our friend who will forever be in our hearts. M O M E N T S T H AT M A KE YO U S AY WOW

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THE EPIPHANY The news sent shockwaves throughout the Venterra and Buckhead communities — things like this don’t happen in the picture-perfect community of CoHo. We’d senselessly lost a wonderful man. I didn’t cry until a few days later, after the full weight of the news hit me and I began reminiscing on the person that Sheridan was and his short but powerful impact on our lives. We wanted to provide Scott and our residents with something to always remember Sheridan. While the couple wasn’t particularly religious, we were all in agreement that nature has its own spiritual and healing quality.

mom, can you take me for a walk?


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not all angels are blue At Venterra, we strive to bring joy to our residents every day. When one of our younger residents missed a Blue Angel flyover, we felt terrible for him and knew we had to do something to bring some joy to his day. Thankfully, our front office team acted with Blue Angel-inspired speed and made it happen for him and his family! THE OPPORTUNITY Back in early May, the Iconic Blue Angels performed a First Responder Appreciation flyover that included several cities. On the day they flew over Fort Worth and Villa Lago Apartments, I ran up to one of our third-floor vacant units and had the perfect vantage point to witness the Blue Angels in action! It reminded me of all the times my dad took me to air shows when I was a kid. About ten minutes after the Blue Angels flew over Villa Lago I was making my way back up to the office when I saw a kiddo sitting on the curb. Ten-year-old Jace was waiting on the Blue Angels, but they had already passed us by. He excitedly said, “The Blue Angels are about to fly over us” and I responded, “Aww buddy, you just missed them! They flew over about ten minutes ago.” As I continued on my way, I instantly realized I just crushed a young man’s hope of seeing the Blue Angels. I felt terrible because I had just relived my childhood and took that feeling away from Jace by breaking the bad news. I knew I had to do something to bring that joy back for Jace.

THE EPIPHANY As soon as I walked into the office, I immediately told my Manager Andrea and our Better Living Consultant, Trish, the entire story. They both immediately got to work researching Blue Angel gift ideas. I thought to myself: is there anything else I could do for Jace? I jumped on the computer and began feverishly trying to find any type of contact information for the Blue Angels. As most organizations do nowadays, the Blue Angels have a website with contact information listed. I sent an email to the Blue Angels and I told them the story of what had transpired that morning. I begged for anything they could do for Jace. I didn’t have a lot of faith that anything would come to fruition from my email but an hour later, I received a response from someone with the Blue Angels saying they would take care of Jace! I immediately replied back and thanked them for anything they could send Jace to help brighten his day. THE WOW MOMENT While I was corresponding with someone on the Blue Angels team, Andrea and Trish ordered a Blue Angels beach towel, poster and a couple of replica jets for Jace. When he came to the office to get a surprise package he was so excited to get these items — the smile on his face in the pictures is great! It didn’t stop there though! About a month later we received an excited phone call from Jace’s mom letting us know that Jace had just received a package from the Blue Angels. The Blue Angels sent Jace a calendar, an official Blue Angels uniform patch, several stickers and even a portrait of the Blue Angels flying with the Signatures of the Pilots that flew over Fort Worth that day — with Jace’s first and last name on it! Jace and his family were truly appreciative of our efforts and shocked that we would try so hard to bring joy to someone in our community. Thank you Venterra for allowing these great moments to happen!

move-in surprise When people have had less-than-stellar experiences with other apartment communities, we understand that people can be skeptical when they hear about Venterra and our dedication to our residents. When our Customer Experience Manager, Emre, discovered a Reddit thread questioning Venterra, he was elated to find that a new resident, Sarah, had reaffirmed the claims! Emre then notified Sarah’s community manager Kimberley, and Kimberley felt compelled to do something extra special for her!

MATTHEW DOBIAS

Experience Leader, Maintenance Manager Villa Lago, Ft. Worth, TX Employee since 2013

KIMBERLEY BAKER

Experience Leader, Senior Community Manager Bala Woods, Kingwood, TX Employee since 2009

THE EPIPHANY With Sarah moving and planning a wedding during a pandemic, we wanted to do something extra special for move-in day. I found a bar cart on the registry (because it’s 2020; who doesn’t need a drink?) and some wine glasses. I also know that she has a very special cat in her life. He needed a fancy outfit for the upcoming wedding so I found him a bow tie collar (not on the registry).

THE WOW MOMENT We did some straight up social media research and I found she and her fiancé’s wedding website. From there, I was able to find that they THE OPPORTUNITY had a registry on Amazon. I was so relieved to be able to get items Emre had brought it to our attention that Sarah had that I know they will love! When the gifts arrived, we set them up in commented on a Reddit post that was questioning the apartment for move-in day. I spoke to Ian, the fiancé, about a week Venterra’s “too good to be true” reputation. In fact, later and he said they were overjoyed and so surprised by the she left a positive review! thoughtful gifts. He was very appreciative!


the gift of time

TERRY LUCKETT

Experience Leader, Assistant Maintenance Manager Villas at Newnan Crossing, Atlanta, GA Employee since 2015

THE EPIPHANY In his final days, we had asked Morris if he wanted us to contact any friends or family for him. He stipulated that under no uncertain terms that he wanted anyone to know he was dying. It was disheartening to me that he was alone. He gave me permission to visit him at the hospital multiple times. During my last visit to the VA Hospital, Morris, hooked up to heart monitors and multiple tubes, managed to express how truly grateful he was to me and our staff. He was so appreciative that he requested that I make a video of him with my cell phone so that others could see how he really felt about our staff and how wonderful the Villas had been to him. At first, I felt uneasy recording his testament, but he insisted. This dying man in front of me wanted to show his gratitude. After filming the video, I could barely contain myself with my emotions, I held his hand and played his favorite music on my phone. It was at this moment he found peace. He was no longer scared.

This past year has reminded us all that nothing in life is certain or guaranteed. Fortunately, the silver lining of this lesson is to make the most of the time we are all given! That also includes never losing our sense of gratitude. When a beloved resident’s health took a turn for the worse, Terry Luckett stepped up for a WOW moment and gave the gift of his time, and ended up learning a valuable life lesson in the process.

THE WOW MOMENT Morris’s health quickly deteriorated and later became hospitalized. He was in and out of hospitals until he finally was under hospice care. In the waning days of his life and one of his many hospitalizations, I delivered flowers, a card and a balloon for his WOW gift, a token to express our care and concern. I wanted to let him know that the Villas staff and myself were here for him and would assist him with any needs that he may have. The true gift though, was the “Gift of Time”. Knowing the physical hardship that Morris was enduring, I was trying to help him out any way I could. There were days I would take his trash out, help him with his groceries, push him in his wheelchair so that he could enjoy the great outdoors and pick up his packages. In my services to help Morris, I truly began to form a deep friendship with him. In a way, his friendship was WOWing me! He thanked us for the flowers, balloon and card, but was even more appreciative of the time and fellowship that was given. In the end though, it was Morris that WOW’d us! This dying man gave me and the Villas his parting gift: the “Gift of Gratitude.” I paid my final respects by attending his funeral and visiting his gravesite. Morris will forever be in my memories not only as being a resident from our property, but as an endearing friend who taught me that in the end gratitude is one of our greatest gifts!

W O W M AT T E R S S T O R I E S

THE OPPORTUNITY Morris, age 56, was a retired military veteran from California who chose the Villas at Newnan Crossing three years ago to be his forever home. He lived alone and his family lived out of state. This past summer he was diagnosed with congestive heart failure. He expressed to the Villas staff that his condition was worsening and that he was scared. Everyday activities that we take for granted like breathing, walking, doing errands became more and more difficult. This was the moment Terry decided to WOW him!

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soles for a soul When Kyle, a resident at Valencia, notified the office about a loose dog on the property, he and Rocio began to chat about Kyle’s exciting new job. While Kyle spoke about how excited he was to help his mother with their bills, Rocio couldn’t help but notice the state of Kyle’s sandals — his feet were almost touching the pavement. While Kyle continued to speak about helping his mother and working two jobs, we were already secretly planning a way to WOW him with comfortable, new kicks to start his jobs on the right foot!

ROCIO FERRERA

Experience Maker, Better Living Manager Valencia at Westchase, Tampa, FL Employee since 2017

THE OPPORTUNITY Kyle had found a loose dog on property and called the office to see if we could help him find the owner. After I ran out to meet him and was waiting to hear back from a few residents that owned a similar dog, we began to chat. I noticed Kyle’s sandals were extremely worn out and his feet were nearly touching the pavement. Kyle was telling me how excited he was to finally be able to work and help his mom with the bills. Kyle just turned 18, graduated high school last year, and now has 2 jobs to help pay bills. I immediately had a light bulb moment! Luckily in our conversation, I was able to get Kyle’s shoe size: a 14 Wide! He mentioned how difficult it is to find shoes that fit him (challenge accepted!), and also said he didn’t have much money left over after bills. I knew I wanted to get him a nice pair of sandals for his days off, but also a comfortable pair of sneakers, since he walks to work. THE EPIPHANY I brainstormed with my Better Living Consultants to figure out a way to have Kyle and his mom together — we wanted to share that moment with the both of them! We knew getting them to the office to “sign a document” would create urgency, since we were anxious to give Kyle his gift! THE WOW MOMENT We wanted Ms. Nadia, Kyle’s mom, to be present for the delivery so we had to figure out a way to get them both to the office. Since he just turned 18, we told Ms. Nadia that she and Kyle had to come into the office to sign new paperwork for their lease, as he was not considered an adult. A few minutes later, they were at the office! I presented Kyle with his gift and he was so confused! He asked why we would do something like this for him and I explained to him that it’s what we do — it’s a Venterra thing! We love to WOW our residents, and he was so excited for his new shoes! Ms. Nadia was extremely grateful. I frequently see Kyle hanging around the community wearing his new shoes and it makes me so happy!

patio surprise Sometimes a fresh coat of paint can change everything! That was certainly the case for Silverbrooke residents, Michael and Rachel. After putting in a maintenance request for some fresh patio floor paint, Christi noticed a great opportunity to provide them with fresh furnishings to completely transform their outdoor space!

CHRISTI BROWN

Community Manager, Experience Maker Silverbrooke, Stafford, TX Employee since 2015

THE OPPORTUNITY Michael and Rachel put in a maintenance request to have their patio floor repainted. Afterwards we noticed they did not have any patio furniture. We set out to change that immediately! THE EPIPHANY After receiving a fresh coat of paint, we noticed their patio was missing some cute and functional outdoor furniture. We decided to gift them a couple of chairs and a table so that they can utilize the outdoor space they have. THE WOW MOMENT After the paint dried, we simply placed the furniture on their patio and waited to hear back from them. The residents contacted about an hour later and they absolutely LOVED their Wow! Rachel is in love with the red cushions, and told us that she couldn’t wait to sit outside with her morning cup of coffee and enjoy the cooler weather.


gone but never forgotten ERIC BENAZERAF

Experience Leader, Maintenance Manager Silverbrooke, Stafford, TX Employee since 2018

Venterra doesn’t just view our residents’ pets as an added fee or deposit — we consider them residents, too! So when our resident Willie received heartbreaking news about his beloved dog, Pumba, our hearts ached with him. While nothing will ever replace Pumba, Eric and the Silverbrooke stepped up to ensure that Pumba’s memory lives on. THE OPPORTUNITY Tragically, at just over two years old, Pumba developed a spinal issue and became paralyzed from about halfway down his back. After several trips to the vet for help, Willie had to make the toughest of calls. Always an outgoing, friendly person, we could all tell just how hard this affected Willie. We knew that we had to do something for our friend. THE EPIPHANY Willie has been a resident at Silverbrooke for a little over two years. Willie is a friendly young man that occasionally stops by the office to chat for a few minutes. Shortly after moving in, Willie got a mini-bull terrier and chose the most perfect name for him: PUMBA! Pumba was always a welcome treat for us when he would visit the office as he was just a happy, playful little guy. Tragically, at just over two years old, Pumba developed a spinal issue and became paralyzed from about halfway down his back and had to be put down. THE WOW MOMENT I was able to find a company that etches pictures and messages on granite and decided this would be a perfect way to honor Pumba. We called Willie into the office to present him his plaque and it was an emotional moment for everyone. The way Willie held the plaque showed us it was just the right gift.

a little R&R on us!

THE OPPORTUNITY I had a hilarious conversation with one of our residents, Jung, a little while back that made me chuckle! We were on the phone talking about a work order when she randomly spurts out “My kid has a Lego in his mouth!” She hadn’t even realized she said it out loud and casually kept talking about her work order. Once she finally realized what she had said, we both cracked up and she apologized, saying she had a lot going on. I could tell by the tone in her voice she was a little stressed juggling her 3 little ones and everything else going on in the world. I realized that she definitely deserved a moment to herself.

THE EPIPHANY What better way to unwind than a day spent at the spa getting a mani/pedi?! We wanted to give her something she could spend on herself, as well as an activity that was as mindless as possible. Chasing around kiddos is a full-time job that is 365/24/7 and this seemed to be the perfect mini escape for Jung! The spa is also conveniently in close proximity to our community, so she can find a time that’s easy to sneak away. THE WOW MOMENT I quickly ran over to a nearby nail salon and spa and grabbed a gift card so she could enjoy some “me” time. Due to COVID, I delivered the gift card via package locker. Since she has little ones, we wanted to be extra careful! Jung is so excited to spend a little R&R time at the spa and we’re so happy to provide her with some self-care time!

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We’ve all experienced unique stress during the pandemic, but we have to tip our hats to all of the parents out there! After a funny conversation with Jung, a Morningstar resident and mother of three, Megan decided that she was long overdue for a moment where she could just relax and enjoy some much-needed self-care.

MEGAN CURRY

Experience Maker, Better Living Manager Estancia at Morningstar, The Colony, TX Employee since 2017


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ask & you shall receive! KATHRYN DEVINE

Experience Leader, Community Manager Bradford Mills Lofts, Louisville KY Employee since 2019 We’re happy to keep each and every resident informed with timely texts via CallMax Bulletins, but sometimes texting mix-ups can happen. So when Bradford Mills Lofts resident Sam mistakenly responded to our text instead of a friend’s with a Chik-Fil-A request, we knew this hilarious mix-up was a perfect (and delicious) way to WOW him! THE OPPORTUNITY After sending out a CallMax Bulletin to our residents, Simon accidentally responded to the bulletin thinking he was texting his friend. He asked us to bring him a Chick-Fil-A sandwich, so of course, we did what he asked! THE EPIPHANY He asked for a chicken sandwich from Chick-Fil-A so it was very easy to find the perfect way to WOW him! THE WOW MOMENT In order to guarantee he would receive fresh, hot food, timing was everything! Sam was told that we received a notification that there was an error on his smart home device and he needed to stop by the office. After we gave Simon the food, I told him his smart home is working just fine and that we just wanted to make sure he was home to enjoy the meal. He was completely in shock (in a good way!) and so very thankful. Later that day he emailed me saying how thankful he was, stating that he “just wanted to send a note and say thank you so much for the surprise lunch!” His email continued, “I am still cracking up and had to share with everyone at my Zoom meeting — and they couldn’t believe it. So sorry I accidentally sent that to you all, but thanks for making my day! I continue to be impressed with the friendliness of you all at Bradford Mills Lofts!” Each and every one of our residents deserves to feel safe in their community. When Grasha resident Connie encountered a loose dog in a stairwell and

not afraid to walk again BRENDA GRASHA

Experience Leader, Community Manager Timber Mill, The Woodlands, TX Employee since 2004 became afraid, Brenda jumped into action to ensure that she was equipped with an animal-repelling device that would reinstill her sense of security and allow her to enjoy her walks around the community again. THE OPPORTUNITY Connie called me very upset that could not get to her apartment after grocery shopping because there was a loose dog on the second floor stairwell. Connie is extremely afraid of cats and dogs. THE EPIPHANY I knew Connie just needed a way to feel safe leaving her house and walking around. If she had something that she could use to scare any animals away that were loose around her, she would feel a lot more comfortable and not be afraid to leave her house! THE WOW MOMENT I came up with the idea of getting her a device she could carry around with her that would deter dogs and/or cats. Something that she could press and have them run away if they were near her would be perfect. I researched numerous items and found that almost all of them omitted an ultrasonic sound mainly used in training, or were repellent sprays. I opted for a device that would repel animals from up to 25 feet away. This was perfect for Connie — she would not have to get close to them to use it. I ordered the device and called Connie and asked her if she would come to the office because I wanted to talk to her about the loose dog incident. When Connie came down to the office, I gave her the device. She was ecstatic! After I showed her how it worked, she asked me to help her put it on. She became teary-eyed and commented that she can actually think about going walking again, explaining that she’s been afraid to do so for a long time now because of stray cats and residents that don’t put their dogs on leashes. Every time she comes to the office now, she has her device on her wrist. She told the girls she even wears it to work!


A New Hobby for the New MM C E L E B R AT E D E M P L O Y E E

JANTZEN VELEZ

Experience Leader, Maintenance Manager Falcon Square at Independence, Orlando, FL Employee Since 2020

Jay moved on site when he accepted his new position with Falcon Square but, since he moved from the other side of town, his friends weren’t in the area. I suggested he join our Assistant Maintenance Manager who likes to ride his bike early in the morning and late in the afternoon. Jay replied that he would definitely like to join Victor and ride together whenever he got a bike. His response prompted me to surprise him with a new bike as a way to brighten his afternoons. Jay couldn’t believe the company would do something like this for him!

Birthday Scavenger Surprise C E L E B R AT E D E M P L O Y E E

TONY LONGORIA

Experience Maker, Better Living Consultant Shadowbrooke, Houston, TX Employee Since 2018

I am so lucky to have Tony Longoria on my team, who is probably one of the nicest and most genuine guys here at Shadowbrooke. Tony is a die-hard football fan; he devotes every Sunday solely to watching football.

Ventana’s Music Man C E L E B R AT E D E M P L O Y E E

ARTURO RODRIGUEZ

Experience Maker, Make Ready Ventana, San Antonio, TX Employee Since 2020

Arturo loves music and listening to CDs. 2020 has been so stressful for everyone so I was looking for a way to make my team’s life a little bit easier and help them relax during their free time. I decided to surprise Arturo with a new stereo system. Now he can unwind at home with something he truly enjoys. He says he hopes everyone can see the smile on his face regardless of the mask!

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For his birthday this year, we WOW’d him with Texans tickets for a home game where limited tickets were being sold. But we made him work for those tickets! We sent him on a scavenger hunt, with the clues leading him to spots all over the property. Each clue was something related to the Texans, whether it be a whistle, face mask, t-shirt or foam finger. We had a blast putting this together! To top it off, it was the day before Halloween, so he was already dressed up as a zombie football player! Tony was so shocked and thrilled when he found the tickets. He kept saying, “I’m going to a game, a real game, really?!”


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I’d Exercise if It Were Fun! C E L E B R AT E D E M P L O Y E E

AMANDA NIEVES Experience Maker, Better Living Consultant Falcon Square at Independence, Orlando, FL Employee Since 2019

A couple of weeks ago, I overheard a conversation between my two Better Living Consultants, Amanda and Ashley. They were talking about exercising, inspired by our Assistant Maintenance Manager who bicycles twice a day (before and after work) and eats healthier to achieve his health goals. I heard Amanda telling Ashley that she would definitely exercise more often if it were fun. Ashley asked her what she considers fun and Amanda replied that she enjoys riding a bike or roller skating, and she’d do either activity more consistently and with more enthusiasm and motivation. I knew then that I found the perfect surprise for her. ‘Tis the season of giving, so I got a new bike for Amanda! She was so happy that she hopped on the bike immediately. No excuses now, Amanda!

Roman Loves to Grill! C E L E B R AT E D E M P L O Y E E

ROMAN REYES

Experience Leader, Maintenance Manager French Place, San Antonio, TX Employee Since 2019

Roman is my amazing and hardworking Maintenance Manager at French Place and he deserved to be spoiled on his birthday. I recalled one of our very first conversations was about how much he loves to BBQ. He had told me about his different ideas for marinades and seasonings and would even bring me samples of food to try. During these conversations, he’d often mention that he wanted a grill with a smoker on the side. With this in mind, my Better Living Manager and I surprised him with his dream grill on his birthday! I can’t wait to see what recipes he comes up with next!

Just Kickin’ It C E L E B R AT E D E M P L O Y E E

DAMIR HUSELJIC

Experience Maker, Maintenance Manager Gateway North, Tampa, FL Employee Since 2016

Damir is a die-hard Real Madrid fan!! He never misses a game, and now with his new gear, he can go out and show his support with his official Real Madrid face mask and scarf. He can also enjoy playing games with his new soccer ball. The joy he expressed when he received this surprise was like watching a kid opening presents on Christmas morning!


Rockin’ the Beats! C E L E B R AT E D E M P L O Y E E

ROGELIO GARIBAY

Experience Maker, Assistant Maintenance Manager Silverbrooke, Houston, TX Employee Since 2011

Rogelio, our super Assistant Maintenance Manager here at Silverbrooke, is such an incredibly hard worker! I have been determined to find the perfect WOW-EE surprise for him and, eventually, my wish came true! During small talk, he mentioned how much he liked a colleague’s headphones because they wrap around the ear which keeps them from falling out while he is working. I knew this was the idea I had been searching for!

Love is Love C E L E B R AT E D E M P L O Y E E

PAM ADAMS

Experience Maker, Make Ready Links at Windsor Parke, Jacksonville, FL Employee Since 2016

Even a global pandemic cannot stop love. Our Make-Ready Technician, Pam, recently married her long-time girlfriend, Tiffany. Rather than letting COVID-19 steal their shine, they got married in June - in recognition of the month that celebrates equality and pride for the LGBTQIA+ community. Pam had a few relatives coming into town to celebrate and planned to stay with them for the weekend. The Links team decided it was best for Pam and Tiffany to be alone on their wedding night so we WOW’d them with a hotel room in the area. They were so thankful and happy to spend the first hours of their new life, together.

Cali is Calling Me C E L E B R AT E D E M P L O Y E E

PEDRO GANDARA Experience Maker, Assistant Maintenance Westover Oaks, San Antonio, TX Employee Since 2017

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WOWEE STORIES

After a few unsuccessful attempts in previous years, Pedro finally decided to schedule a road trip back to his home state of California. After saving up some money, he had a few things on his to-do list before hitting the road, including taking his car to get serviced for the long trip. He was told he needed at least two new tires, which was frustrating because he didn’t have this expense figured into his plans, so he considered canceling the trip. We knew it was important for Pedro to go home to visit California because he hadn’t seen his son in almost seven years, so we called the service station and paid for the new tires. We also asked them to keep it a secret until he picked up his vehicle. Our MM took Pedro to his car and witnessed how shocked Pedro was when he found out he didn’t have to pay anything! Pedro was able to make the trip to California with his dog, Priscilla, and two brand new tires. He truly enjoyed his visit with his son, Pete, his daughter-in-law and numerous old friends.

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Keto-Fabulous C E L E B R AT E D E M P L O Y E E

JANE SATTERLY

Experience Maker, Better Living Manager Clearwater Farm, Louisville, KY Employee Since 2019

Jane decided to start the Keto diet a little while ago and has had amazing results! I have literally been scratching my head for months to do something cool and creative for her. Finally, I came across Keto-Krates, which will deliver Keto snacks and mixes to her door. I got her a 3-month subscription so she will get a fun surprise for the next 3 months!

No More Broken Phones C E L E B R AT E D E M P L O Y E E

JOHNATHAN YOUNG

Experience Leader, Maintenance Manager Zang Triangle, Dallas, TX Employee Since 2019

Our Maintenance Manger, Johnathan, is for sure our Mr. Fix-It. However, the one thing he cannot fix is his broken phone. He has gone through three phones in under a year and most recently bought a brand-new iPhone 11, but was walking around without a case for it! I was not going to let him break his beautiful new phone, so I went online and got him a bright orange LifeProof case. This way it won’t break and it’s so bright he won’t ever lose it!

We are Better Together! Family comes First C E L E B R AT E D E M P L O Y E E

MICHAEL TROSPER

Experience Maker, Make Ready Technician Cobblestone at Eagle Harbor, Jacksonville, FL Employee Since 2019

Our Make Ready Technician, Mike, had a hard couple of days when he found out that his wife was exposed to COVID-19 at work. He had to get tested and wait before he was cleared to come back to work. As the days went by, he was getting overwhelmed thinking of all the work he had to do and was starting to feel like he was letting the team down. I reminded him that we are all one big family and we are here for each other. I decided to do something for his family since they were all having to stay home. I went to Easy Eatz and got them a few days worth of pre-made food and delivered it to his front door. I called to tell him I was dropping something at his front door to let him know his team was thinking of him and hoping he could be back to work soon! He was so touched by the gesture! He didn’t expect us to do something like this, not only for him but for his wife and daughter as well.


A Zip Lining Adventure! C E L E B R AT E D E M P L O Y E E

RUBY SILVA

Experience Maker, Better Living Consultant Silverbrooke, Houston, TX Employee Since 2019

Our Ruby was so excited to take a relaxing vacation with her boyfriend to Austin, TX! She would tell us every day how much she was looking forward to her trip since she has never really taken a peaceful and scenic vacation before. She works part-time and is also in college, so this was a much-needed getaway! Their Austin adventures included horseback riding, paddle boarding and zip lining! I knew this was a perfect opportunity to WOW her! I went onto the zip lining website, paid for her experience and emailed her the pass to use. When the surprise email popped up in her inbox, she came running into my office with tears of joy!

A special day for Marley C E L E B R AT E D EMPLOYEE

MARLLENA SCOTT

Experience Maker, Better Living Consultant Balmoral Village, Atlanta, GA Employee Since 2019

Marley has been pursuing her dream of being a hair stylist. Since I started working at Balmoral, she has been very excited about her upcoming graduation from cosmetology school. With some hard work, she passed all of her classes and received her diploma. However, as her graduation day approached, she was super bummed as she wouldn’t have an actual graduation ceremony due to COVID-19. I decided that I wanted to do something to help cheer her up, so during our team huddle on her actual scheduled graduation day, we did a virtual graduation ceremony for her. We also bought her some new supplies, including a new apron with her name on it, an adult cape, child’s cape, some hair clips and an organizer for her scissors and combs. Great job, Marley! We are so proud of all of your accomplishments!

Outdoor Excursion C E L E B R AT E D E M P L O Y E E

LINDA MOSER

Experience Maker, Assistant Maintenance Manager Riverbend, Houston, TX Employee Since 2015

I found a cool waterproof backpack that had multiple compartments for her phone, tablet and ID. I was also able to get her a really high-tech fish finder that she was able to mount to her kayak. She loved it all and had a fantastic time catching reds, riding trails and camping. M O M E N T S T H AT M A KE YO U S AY WOW

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WOWEE STORIES

My Assistant Maintenance Manager Linda loves the outdoors. She’s an avid trail rider, loves to go kayaking and is also a gadget junkie. When she told me she was going to take some much needed down time at the river, I knew I wanted to help make her trip a little more awesome.


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Tough Luck for Terry! C E L E B R AT E D E M P L O Y E E

TERRY LUCKETT

Experience Maker, Assistant Maintenance Manager Villas at Newnan Crossing, Atlanta, GA Employee Since 2015

New Homeowner! C E L E B R AT E D E M P L O Y E E

JESSICA DECKER

Experience Maker, Better Living Manager Venue at Hometown, Fort Worth, TX Employee Since 2018

The day before closing on her new home, I surprised my Better Livng Consultant, Jessica, with a housewarming basket full of goodies, complete with a bottle of champagne and a few doggie print towels! I also had an even bigger surprise in store for the day of closing — I ordered from the Sign Gypsies - Card My Yard and had “Congrats! Welcome Home!” signs placed in her yard the morning of closing! I wanted this to be the first thing she and Austin saw when they arrived at their new home - a celebration big-Texas style! I loved how it came out and I wish nothing but many happy memories for them in their new life together!

Monster Jam Fun! C E L E B R AT E D EMPLOYEE

MELISSA EDWARDS

Experience Maker, Better Living Manager Preserve at Colony Lakes, Houston, TX Employee Since 2016

My amazing Better Living Manager celebrated her 4-year Venterra anniversary this year. I knew that she had plans to take her son to the Houston Monster Jam but still had to purchase the tickets. Well, I beat her to it and surprised her with tickets! She and Carter were even able to meet the drivers and take pictures with the trucks before the show!

Terry is our amazing Assistant Maintenance Manager at The Villas at Newnan. During the week of Terry’s 32nd birthday, he was out of the office because he wasn’t feeling well. Knowing that Terry would not be in the office on his birthday, I scheduled a virtual team huddle for all of us to wish Terry a happy birthday! I also decided to buy Terry a Crockpot. Hunter, one of our Better Living Consultants, made him some vinyl stickers with Terry’s name and the Atlanta Falcon’s logo to stick on the Crockpot. Terry absolutely loves the Atlanta Falcons, and, one of his favorite meals is a roast in a Crockpot. What better way to celebrate his birthday with two of his favorite things! In addition, he has a taste for spicy food, so we bought him a basket full of goodies filled with Flamin’ Hot Cheetos, hot and spicy noodles, chicken noodle soup, Blast-O-Butter popcorn and Sprite. On the afternoon of Terry’s birthday, I went by his apartment and dropped off his brand new Crockpot with a homemade roast, along with potatoes, carrots, celery, onions, steamed rice, a small container of banana pudding and his goodie bag filled with the assorted “hot stuff.” I thought this would cheer him up and make him feel better. Terry knew that I was going to drop off food, but he didn’t know about the basket full of goodies. He was very surprised and thankful for all that we did for him!


Family First! C E L E B R AT E D E M P L O Y E E

SHERLY PADILLA

Experience Maker, Porter The District Universal Boulevard, Orlando, FL Employee Since 2018

When Sherly mentioned that her one-year-old daughter, Riley, was really sick and that after work she was going to take her to the hospital, we insisted that she leave early to take care of her. Sherly was concerned about making sure her Monday morning duties were done so that the property was looking its best, which shows what a great asset she is to our team! After the initial visit, Riley ended up back at the hospital two days later and was admitted. Sherly was worried about missing a third day of work but we assured her that her family needed to be her priority and that we would make sure everything was taken care of at the property. She sent me a couple of pictures of Riley that were just heart wrenching. I really wanted to send something to the hospital to let Sherly know that we were thinking of her and her daughter. We had a big teddy bear and balloon delivered and Sherly sent me the cutest pictures of Riley when she received them and expressed her appreciation for our thoughtfulness. It was definitely one of those moments that had me all choked up!

We are Family

Dynamo, Dynamite!

C E L E B R AT E D E M P L O Y E E

HOLLY AMIGO-SANCHEZ

Experience Leader, Maintenance Manager The Metropolitan, Louisville, KY Employee Since 2019

C E L E B R AT E D EMPLOYEE

When Holly started at Venterra, her mom was battling cancer. On top of a new job, Holly was also spending every evening with her mom at the hospital and getting little sleep over the span of a few months. We wanted her to feel pampered, so we gave her a gift certificate to a spa, along with some of her favorite treats.

Experience Maker, Assistant Maintenance Manager South Shore Lakes, Houston, TX Employee Since 2007

MIGUEL CANAS

We celebrated Miguel’s birthday at our office. I’d been wanting to get him something in general because he always puts everyone before himself. He has such a caring and loving soul, which is one of the many things I love about him. I got to thinking about how I’d heard him mention that he loved the Houston Dynamos, so I purchased 4 tickets for Miguel to bring his children and wife to a game. When I gave Miguel the tickets, his face looked like a kid’s on Christmas day. He was so surprised that I remembered one of his favorite teams and was super excited to bring his family to the game! As Spanish is Miguel’s first language, he made sure he expressed his sincere thanks to the Spanish-speaking staff in the office, as he wanted to make sure we knew how appreciative he was.

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Later in the year, Holly was not feeling well and needed to quarantine. As she was her mother’s primary caregiver, the stress of not knowing how she was going to eat weighed heavily on Holly. To help with this, we sent her mother a freezer full of frozen foods that would be an easy and quick meal that she could just pop into the microwave. Holly and her mother were both so appreciative and Holly was then able to focus on her own health.


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INNOVATION IS CRITICAL TO OUR SUCCESS AS A COMPANY. Andrew Stewart, Chairman, Venterra Realty I have experienced several moments of truth during my tenure at Venterra. Moments that confirm why I enjoy coming to work every day. One of the earliest of these moments wasn’t too long after I had started with the company. Richard Roos, COO, called to go over financials with me and asked why I had allocated an expense the way I had. I responded very proudly that I had allocated it there as I was trained to do so. I will never forget his response, “Ok, I understand, but does it make sense to you? If you had not been trained that way, where would you have allocated it?” Several thoughts flashed in my mind, “why does he care where I would allocate it?”, “is this a test?”. I will never forget that moment. It was a simple question in a routine discussion, but what I was really being asked was what I thought. I had previously worked for two of the biggest REITs in the industry, but I had never been asked for my opinion on policy or “company procedures”. Policy binders were 4 inches thick, there were multiple, and there was an answer for any question you could think of. What I had learned up until that moment was that to succeed, I needed to follow instructions and policies very well, exactly in fact, as there was no reason to deviate. And as a leader, I was to ensure that everyone on my team understood the same. In that moment, the way I looked at everything changed. Inspired by Richard and other leaders throughout Venterra, I was encouraged to actually think about what we do and to question everything that did not make sense. I felt a freedom and excitement that I had never felt…nor am I ever willing to give up. Innovation takes change. The best innovations come from being able to foresee the need for change and present new and creative solutions. Venterra is made up of people that wake up every day curious and hungry to do precisely this and make life easier for all our stakeholders: investors, renters, employees, and suppliers. This inherently means a constant flow of new ideas through our Better Way idea platform and questioning of the status quo to drive constant change and improvement, something that fortunately, we are very comfortable with. In fact, Venterra was recognized this year by the Great Place to Work Institute and Fortune for earning an Innovation Velocity Ratio (IVR) of 15:2, ranking Venterra in the Top 6% for Innovation among thousands of companies surveyed across multiple industries. The real estate industry is under constant pressure to change and catch up to e-commerce experiences where interactions are instant, simple, and seamless. And Venterra is up for the challenge. Over the last year, disruption was met with rapid development and adaption by Venterra, realizing speed and implementation of new ways to meet customer demands and solve rent payment challenges for our residents; something that renters worldwide otherwise faced alone. Venterra is full of creative people because there are no 4-inch-thick policy binders, and there are no boundaries for ideas, for thinking, or for dreaming big. It truly is a Great Place to Work, with great people, and I am grateful and humble every day for the opportunity and encouragement to dream big together.

STEPHANIE GONZALEZ

Vice President of Property and Customer Innovation Venterra Corporate Office Employee since 2004

OUTSTANDING INNOVATION

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B E T T E R WAY Every company is a technology company. Most processes, transactions, events, or interactions require some form of technology while all remaining manual business processes are quickly being reimagined to leverage technology to automate, innovate, or improve the customer experience. This has long been the trend and 2020 was a major accelerant. Technology has always been at heart of Venterra and used as a competitive advantage differentiating ourselves from others in the market. Our commitment to technology allows us to build a strong operating platform to quickly identify and integrate the right services, providers, or solutions to quickly innovate and continually improve our services and offerings.

ANDREW BASSO

Vice President of Technology Venterra Corporate Office Employee since 1999

living life the better way Venterra’s Better Way program has been an employee favorite from the first year it started, over a decade ago. It provides people in every position within the company the chance to voice their opinions and ideas to improve their own work experience, which improves Venterra as a whole. The program fosters connectedness and reinforces that everyone is a valued, contributing member of Venterra, and the fact that winning suggestions are awarded money doesn’t hurt either. Three years ago, a second Better Way program was added – Team Better Ways, which encourages broader thought into how team operations can be improved. The Better Way programs are at the heart Venterra’s Core Value, the Never-ending Pursuit of Excellence and speaks to the embodiment of this value by constantly striving to improve our own daily duties.


2020. How do I begin to describe this year? COVID-19 took us by surprise. The world went through quarantine, shutdowns, toilet paper rationing, and the disappearance of ‘normal’ due to the pandemic. Despite this, I can proudly say that our Venterra Teams persevered. As you can imagine, quite a few modifications took place to meet the challenges of the curve ball thrown by COVID-19. New initiatives quickly unfolded, accommodations had to be made to take into account all the restrictions put in place, and we relied more than ever before on technology. Because of the fast-paced changes, Better Way entries came pouring in. Not only did we have our usual Individual Better Ways, which have been around for over 10 years, we also presented our teams with Team Better Way Challenges, gamifying our Team Better Way suggestions, inspiring team members to think of ways to improve their team’s efficacy. The results were astounding. To put it into context: To date, we received a total of 640 INDIVIDUAL BETTER WAY ENTRIES. From those entries, there were 69 WINNING SUGGESTIONS and we gave away $7,200. Team Better Way challenges were presented to the properties. To date, we received close to 100 ENTRIES and the prize money awarded to the winning properties amounted to $10,800. Having this initiative in place shows how our teams embrace one of Venterra’s Core Values: Never Ending Pursuit of Excellence. The pandemic did not stop our teams from sending recommendations on how to persevere and not be afraid to speak up to help make Venterra stronger than ever.

I am super passionate about the Better Way program and I think it’s an amazing platform that allows employees to have a voice to give helpful suggestions, which in turn allow us to do our jobs better.

BROOKE BREWER

Experience Leader, Community Manager Tuscany at Lindbergh, Atlanta, GA Employee since 2017

$2000 KENNETH LANDIS

Experience Maker, Assistant Maintenance Manager Belterra, Fort Worth, TX Employee since 2017

When communicating with our residents, it is very important that we keep a high state of professionalism and courtesy in our words and tone, especially when it comes to emergency on-call. However, I will admit that it is hard as maintenance staff when we do not communicate to residents over the phone very often to be present during a phone conversation and to be aware of the words and tone that we use. I would suggest that during the mentorship process new hires are taught to be aware of the way they communicate over the phone. Being mindful of how we speak to our residents will help us in the long run and will give reassurance to our residents that their needs will be met, especially when they’re in crisis.

I appreciate knowing that, when I submit a Better Way suggestion or report a problem I’m having, someone will respond and provide quality feedback.

STEPHEN KING

Experience Maker, Better Living Consultant Silverbrooke, Stafford, TX Employee since 2017

T H E B E T T E R WAY

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MAITINA MORRISSEY

Experience Leader, Regional Director of Property Management Venterra Corporate Office Employee since 2002

GRAND PRIZE WINNER


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And Most Importantly,

our people


THE EMPLOYEE EXPERIENCE IN 2020

AND MOST IMPORTANTLY, OUR PEOPLE

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EACH ONE OF US CAN MAKE A DIFFERENCE. TOGETHER WE MAKE CHANGE. Barbara Mikulski

Over eighteen years ago, I moved from Virginia to Texas and leased an apartment sight unseen from online. I may not have mentioned that I was leasing an apartment online to friends and family, because that would have been shocking to do at the time. Ultimately, the reason I picked the apartment I did was from the warmth I received from the leasing agent through phone calls and emails. That warmth continued through a constant flow of information and attentiveness as the leasing agent tried to ease the burden of such a large move. What this early experience in renting imbedded in me is the importance of truly connecting with people and how those interactions can impact lives. Being in the Multifamily industry allows a unique opportunity to truly serve people and build communities. During the last year, what serving our residents looked like evolved at a strikingly fast pace, and our teams embraced all the reinvented processes to serve our residents in the way that was impactful for them. Luckily, I had experienced personally as a customer that you can build a connection and that a customer can be served via phone or email, so I was emboldened with complete faith that our teams could pivot to build those same relationships remotely. Our teams proceeded to embrace all the changes with contactless move ins, enabling more online payments, providing a more contactless package locker experience, working effectively remotely all while we pushed forward with other initiatives that we felt our customer desired. We moved forward with emerging smart home technology that allows our residents to control access to their home, thermostats, and plugs remotely. Placing the power in our residents’ hands to customize their experiences. We continued adding smart lockers so residents could access packages remotely as more online shopping occurred. We also offered online maintenance how-to videos so residents who were hesitant to have people in their home, could complete minor repairs on their own. Our Venterra family also found a way to become more connected with each other as well through new technologies like Microsoft TEAMS to collaborate and share ideas. Embracing new technology was essential to expediting the decisions that needed to be made. At the same time, that comfort with technology has evolved into growing knowledge and comfort with exploring new ideas that meet the customer where they are today, with an eye on the future. All these advancements allowed us to meet the resident where they needed us to be in that moment, and we continue to strive to find ways to meet the needs of our customers in the future. We all must think through not what I want, but what our residents want. All these changes mean nothing without the underlying connections that we all thrive on in our lives. As always, building relationships is all about people, and our people lean into our corporate Core Values as a guide. Our teams continued to do this even as they were dealing with their own personal crises. The future is always uncertain, however, the certainty that we count on each other provides a sense of calm. As always, it comes down to people. Our teams lead with heart.

QUIN WILLIS

Experience Leader, Senior Director of Property Management Venterra Corporate Office Employee Since 2018


TOGETHER WE MAKE CHANGE.

AND MOST IMPORTANTLY, OUR PEOPLE

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OUR PEOPLE, OUR FOUNDATION Without a team of amazing employees, Venterra’s success would be impossible. A commitment to caring is at the foundation of our Core Values, so we fill our communities with a diverse set of forward-thinking individuals who have a shared passion for creating an amazing resident lifestyle. While our Core Values guide the way we do business, our unique company culture feeds their passion and innovative spirit. Backed by our Leader & Employee Promises, it’s a work environment that our employees love so much that it’s been repeatedly recognized by organizations like the Great Place to Work Institute®, FORTUNE, and Glassdoor®.

Since starting at Venterra, every person that I have met has been overwhelmingly welcoming. I get emotional when I think about working for a company that supports me, from my property manager to my regional! The amount of trust and support that I get from managers and trainers is incredible. I feel so valued at Venterra and that makes me want to continue to work here.

ALEXANDRIA HENDERSON Experience Maker, Better Living Consultant Village Walk, Jacksonville, FL Employee Since 2020

When I needed the time off to be there for my son during his surgery, I was so touched that the team checked on me every step of the way. They even reached out postop to make sure everything went smoothly!

KEISHA HOWELL

Experience Maker, Better Living Consultant San Palmilla, Houston, TX Employee Since 2020

Knowing that you truly helped someone is always such a great feeling. That’s why I love serving as Maintenance Manager — it feels great to know that our residents depend on me to make sure their systems remain in tip-top shape!

JASON EDWARDS

Experience Leader, Maintenance Manager The Palazzo, San Antonio, TX Employee Since 2016


99% 97% 95% OF EMPLOYEES SAY WHEN YOU JOIN THE COMPANY, YOU FEEL WELCOMED.

“”

OF EMPLOYEES SAY THEY FEEL PRIDE WHEN LOOKING AT ACCOMPLISHMENTS

“”

I love working for Venterra because I enjoy making a difference in people’s lives! Many applicants share personal stories surrounding their moves, new life chapters, and to know we can provide them with their perfect apartment homes always brings a smile to my face. I’m also so thankful for my work family, my boss, and the support we receive from every department. The fact that I can reach out to anyone and know I will have their support is so important. If they cannot give me an answer, they will find out who can. At Venterra, we are truly all in this together!

JESSICA LUNSFORD

Experience Leader, Community Manager Silverbrooke, Houston, TX Employee Since 2016

STEVEN KING

Experience Maker, Better Living Consultant Silverbrooke, Houston, TX Employee Since 2017

Venterra’s Core Values coincide with my personal values, so it makes working for them very easy.

BROOKE BREWER Experience Leader, Community Manager Tuscany at Lindbergh, Atlanta, GA Employee Since 2017

“”

The culture is what I enjoy the most about working for Venterra. The team is definitely put first, and people care. They care about you, but they also value your efforts and supply you with as much support as they can, to ensure you can continue to focus on quality work.

CASSI WALTER Experience Maker, Regional Trainer Southeast & Florida Regions Employee Since 2015

My favorite part of my job is my team. With Team First being one of our Core Values, I know that in any situation, I can reach out to my peers and they are there in any capacity. My co-workers are more than just peers; they are friends, mentors, motivators, guidance counselors, ears to listen, sometimes even therapists! As they say, teamwork makes the dream work!

SAMANTHA HAWXHURST

Experience Leader, Regional Better Living Manager Dallas & Fort Worth, TX Employee Since 2015

There is so much to love about Venterra. For me, it’s truly about the total package! Our Core Values, the people I work with, the constant strive for innovation, and last but not least, we make work fun!

RAMON GONZALEZ

Experience Leader, Community Manager St. Andrews, Houston, TX Employee Since 2005

AND MOST IMPORTANTLY, OUR PEOPLE

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The people I work with and see every day are family to me. I legitimately love them.

OF EMPLOYEES SAY VENTERRA REALLY IS A GREAT PLACE TO WORK


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AND

LIVE

Learn Learning meant something totally different in 2020. Everyone, in both their personal and professional lives, was forced to learn things there was no blueprint for, taking the art of pivoting to a whole new sanity-testing level! Our team members continued to serve our residents and prospects with technologies and processes that were ever evolving, adding an urgency to learning what we had never experienced before. Our team members handled these changes bravely and because our values were not sacrificed, we were able to move forward with gracious candor. As the need to learn grew, so did the learning community within Venterra. Whether it was during regional team calls, recurring positional calls or ongoing Teams chats, team members across the portfolio were supporting each other, sharing best practices, asking questions and celebrating successes. We are still learning from the experiences of 2020 and it has forever strengthened my appreciation for who we are and the people that show up to keep Venterra strong day after day. JESSICA SHAW

AND MOST IMPORTANTLY, OUR PEOPLE

LIVE AND LEARN

Experience Leader, Employee Learning Manager Venterra Corporate Office Employee Since 2004

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My Leader lnspired

ME!

My Community Manager, Kelly Levesque, always holds us accountable for our role. She is always encouraging us to know our job and know it well! I also appreciate how Kelly genuinely cares and it shows!

JENNIFER VO

Experience Maker, Better Living Consultant Fairways at South Shore, Houston, TX Employee Since 2019

Katie Devine was not only the best boss, but she is a great teacher and truly wants everyone to succeed within the company. We are now peers and she is a great mentor. We keep each other sane and motivated even though we are now at different properties.

KEITH WARNER

Experience Leader, Community Manager The Metropolitan, Louisville, KY Employee Since 2019

I am grateful for my Community Manager, Erin Dobias! Despite the pandemic, she continuously ensures that I am ready for the next step. She is aware of my interest in working in the corporate office one day and signed me up for an online webinar, called Leasing to Leadership. This webinar was so beneficial and inspiring! Not only does Erin know what my goals are, she finds ways to help me develop and learn more! It is so great to work for someone who truly cares about your passion!

MEGAN VILLARREAL

Experience Maker, Better Living Manager Republic Park Vista, Fort Worth, TX Employee Since 2018

I have never had a boss who pushed me to see my own potential, the way Dexter Rendon has. It has helped my confidence grow so much!

MARLAYNA WRIGHT

Experience Maker, Leasing Manager Northbridge at Millenia Lake, Orlando, FL Employee Since 2019


mentoring new TEAM MEMBERS Virtually

TIERRA DAVIS

OF EMPLOYEES AGREE, THEY WERE OFFERED TRAINING & DEVELOPMENT TO FURTHER THEMSELVES PROFESSIONALLY

“”

My favorite thing to do as a mentor is to be able to answer any and all questions. I love hearing a new Better Living Manager ask questions, no matter what they are. Questions from a mentee show me they are excited to learn and I love it!

TRISH PHILLIPS

Experience Maker, Better Living Manager Apex West Midtown, Atlanta, GA Employee Since 2019

Experience Maker, Better Living Manager Villa Lago Forth Worth, TX Employee Since 2018

I learn by being hands-on and the virtual training experience requires this from you. You can jump right in while still having the assistance of your mentor. For example, when you are handling your first wave of collecting rent, having a person to contact for any situation that may arise is extremely beneficial. Although each property is different, being paired with a mentor in a similar region was very helpful for me. I thoroughly enjoyed my virtual training experience with Venterra.

CURTIA MOMON

Experience Maker, Better Living Manager Tuscany at Lindbergh, Atlanta, GA Employee Since 2020

AND MOST IMPORTANTLY, OUR PEOPLE

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M Y L E A D E R I N S P I R E D M E , M E N T O R I N G N E W T E A M M E M B E R S V I R T U A L LY

This year was my first time being a mentor and during a pandemic at that! Getting certified through the virtual world was fun. Virtual Mentor Certification Training gave us the opportunity to meet everyone, and I LOVED IT! I must say it’s also exciting to see my mentees in their element rather than just shadowing me. They are able to ask questions as they are happening on their property and handle situations on their own. Virtual training allows mentees to feel more comfortable in their space and more willing to ask questions.

96%


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We’re learning and we love it! Venterra’s Lifelong Learning challenge has helped me take my education to the next level and pursue my dream degree – an MBA. To me, the Lifelong Learning Program is valuable, unique and great in many ways. It doesn’t just encourage me to take classes within the industry, to be a better leader, but it allows me to explore other avenues and ways of personal and professional growth. Whether it’s to be better at planning, organizing, investing, emotional intelligence, public speaking, being a better parent, listener, friend, etc. The variety of educational resources, books, and educational material that the company offers on top of tuition reimbursements for school expenses is an invaluable way to show the company’s appreciation, interest and involvement in making each and every one of us a better version of ourselves, which makes Venterra a great company to be a part of. Knowledge is the most powerful gift of all time and, to me, Venterra does it better than anyone else!

OLGA KOSTERINA

Experience Leader, Community Manager Falcon Square at Independence, Orlando, FL Employee Since 2012

I’m so grateful that Venterra has the Education Assistance Program. I have developed both professionally and personally and this year I was able to complete the Certified Apartment Manager Certification!

MEGAN VILLARREAL

Experience Maker, Better Living Manager Republic Park Vista, Fort Worth, TX Employee Since 2018

I truly believe that Venterra contributed to my decision to go back to school by constantly promoting the culture of Lifelong Learning. Additionally, I came across several good reads during the Quarterly Lifelong Learning Challenges that I may not have read otherwise, and I learned a lot! Working for such a great company that encourages higher learning and continuous self-education is a blessing. Let’s just say it rubbed off on me, and there’s only up from here!

ALYSSIA SCHULTZ

Experience Maker, Better Living Manager The Whitney, Atlanta, GA Employee Since 2016


Thanks to the Education Assistance Program I was able to complete all the required courses to become a Certified Associate Project Manager. Thank you, Venterra, for offering such an amazing program and investing in me!

MATTHEW DOBIAS

Experience Maker, Maintenance Manager Villa Lago, Fort Worth, TX Employee Since 2013

I chose to obtain my Certified Apartment Maintenance Technician certification because I’m passionate about my job. Venterra gave me the opportunity to take the course for which I’m extremely grateful. As a new employee at Venterra, I have never felt more appreciated and, more importantly, respected. After 20 years in the business, no company out there cares more for their employees than Venterra. I’m looking forward to another great year with the best company in the world.

VICTOR CORCINO

Experience Maker, Asst. Maintenance Manager Falcon Square at Independence, Orlando, FL Employee Since 2020

JEN CASTANEDA

Experience Maker, Better Living Consultant The District Universal Boulevard, Orlando, FL Employee Since 2018

My team was also incredibly supportive as I neared the end of the process - shout out to Alyssia Schultz, who was available for a few hugs on some tough days. I remember the day I was defending my thesis, I sent everyone a group text that I was about to go in for my presentation, and when it was over, and I had passed with no further revisions, Brooke Brewer - who was attending the Annual Leadership Conference yelled, “GABBIE JUST DEFENDED HER THESIS! SHE DID IT! SHE GOT HER MASTERS!” to the group of Community Managers she was with. I definitely felt the love. It was like my team was cheering me on in person. It really meant a lot to me that Venterra was so supportive of me in pursuing my goals, from the beginning of the process to the end. GABRIELLE PEREZ

Experience Maker, Better Living Consultant Axial Buckhead, Atlanta, GA Employee Since 2019

AND MOST IMPORTANTLY, OUR PEOPLE

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WE’RE LEARNING AND WE LOVE IT!

I am very fortunate to work for a company that invests in employee development. Venterra’s Lifelong Learning Program gives me the ability to further my selfdevelopment, both personally and professionally. The program allows me to have access to thousands of books and relevant classes keeping me up to date with the industry’s trends. What I enjoy the most about the Lifelong Learning Program is the support and encouragement I receive from everyone in Venterra, especially The District Universal Boulevard team.

The support from Venterra for my degree goes back to my first time with the company as an employee, when I left my full-time position at Axial to go to school full-time. It was a hard decision to make, but my Community Manager at the time and my Regional Manager, Teri Davis, were very supportive and said that I could always come back after my program ended.


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CERTIFICATIONS & DEGREES

Personal and professional growth has always been a top priority for our team members, and 2020 was no exception to the rule. 59 people took advantage of our Education Assistance Program and 43 earned certifications or degrees! IMPRESSIVE! ADVANCED DIGITAL MARKETING & PREDICTIVE ANALYSIS BRITTANI WILKINS

Experience Maker, Digital Marketing Specialist Venterra Corporate Office

ATLANTA MULTIFAMILY PROFESSIONAL LEASING CERTIFICATION CURTIA MOMON

Experience Maker, Better Living Consultant Apex West Midtown, Atlanta, GA

BACHELOR OF BUSINESS MANAGEMENT MARVIN WRIGHT

Experience Leader, Community Manager Stonecreek Ranch, Austin, TX

BASIC HVAC AND REFRIGERATION CERTIFICATION MAURICIO LOPEZ

CERTIFIED APT MAINTENANCE TECHNICIAN VICTOR CORCINO

Experience Leader, Maintenance Manager Falcon Square at Independence, Orlando, FL

DAMEIN MCCOY

Experience Leader, Maintenance Manager Republic Park Vista, Fort Worth, TX

JESUS MORENO

Experience Maker, Assistant Maintenance Manager San Palmilla, Houston, TX

CERTIFIED ASSOCIATE PROJECT MANAGER MATTHEW DOBIAS

Experience Leader, Maintenance Manager Villa Lago, Fort Worth, TX

CERTIFIED POOL OPERATOR TOMAS CUEVA

Experience Maker, Make Ready Technician Silverbrooke, Houston, TX

Experience Maker, Porter Preserve at Baywood, Houston, TX

CERTIFIED APARTMENT MANAGER MEGAN CURRY

Experience Leader, Maintenance Manager Apex West Midtown, Atlanta, GA

VANESSA SULLIVAN

Experience Maker, Make Ready Technician Gateway North, Tampa, FL

MEGAN VILLARREAL

CERTIFIED POOL OPERATOR INSTRUCTOR CERTIFICATION DAVID WILLIAMS

Experience Maker, Better Living Manager Estancia at Morningstar, Dallas, TX Experience Leader, Community Manager Westover Oaks, San Antonio, TX Experience Maker, Better Living Manager Republic Park Vista, Fort Worth, TX

LINDSEY WERT

Experience Leader, Community Manager San Palmilla, Houston, TX

DAWN WILLIAMS

Experience Leader, Community Manager Gateway North, Tampa, FL

JOSE PICHARDO

BRANDON RESENDIZ-MARTIN

Experience Leader, Regional Maintenance Manager Houston, TX

CERTIFIED INTERIOR DECORATOR REBECCA MCNEELY

Experience Leader, Renovation Manager Venterra Corporate Office

CHARTERED PROFESSIONAL ACCOUNTANT NANCY YE

Experience Maker, Senior Property Accountant Venterra Corporate Office


EMT CERTIFICATION ERNESTO VILLAREAL

PROFESSIONAL SCRUM PRODUCT OWNER I JAMES KAYE

Experience Maker, Assistant Maintenance The Park on Wurzbach, San Antonio, TX

Experience Maker, Implementations Engineer Venterra Corporate Office

GOOGLE ADS – MEASUREMENT CERTIFICATION GOOGLE ADS – SEARCH CERTIFICATION GOOGLE ANALYTICS CERTIFICATION LEIGH SUBLETT

PROJECT MANAGEMENT PROFESSIONAL CERTIFICATION & VALUE MANAGEMENT ASSOCIATE CERTIFICATION VISHAL MITTAL

Experience Maker, Project Engineer Venterra Corporate Office

Experience Leader, Director of Marketing Venterra Corporate Office

GOOGLE ANALYTICS CERTIFICATION SEMRUSH - TECHNICAL SEO JESSICA DUROW

RESIDENTIAL INTERIOR DESIGN QUALIFYING CERTIFICATION JENNIFER RATAJCZAK

Experience Leader, Website Manager & Brand Specialist Venterra Corporate Office

MANAGER OF POOL OPERATIONS CERTIFICATION JORGE NIETO

Experience Leader, Maintenance Manager Estancia at Morningstar, Dallas, TX

MASTER OF ARTS IN PSYCHOLOGY GABRIELLE PEREZ

Experience Leader, Senior Community Manager Elation at Grandway West, Houston, TX

SOCIAL MEDIA STRATEGY CERTIFICATE BIANCA BERNALL

Experience Maker, Better Living Consultant Westover Oaks, San Antonio, TX

EVELYN CARDENAS

Experience Maker, Better Living Manager Westover Oaks, San Antonio, TX

MELISSA EDWARDS

Experience Maker, Better Living Consultant Axial Buckhead, Atlanta, GA

Experience Maker, Better Living Manager Preserve at Colony Lakes, Houston, TX

MICROSOFT CERTIFIED SOLUTIONS ASSOCIATE MICHAEL CASENAVE

Experience Leader, Regional Better Living Manager San Antonio & Austin, TX

Experience Maker, Senior Business Intelligence Analyst Venterra Corporate Office

MIT CORPORATE INNOVATION: STRATEGIES FOR LEVERAGING ECOSYSTEMS CERTIFICATION STEPHANIE GONZALEZ

NATIONAL APARTMENT LEASING PROFESSIONAL LIZETTE AVILA

Experience Maker, Better Living Manager South Shore Lakes, Houston, TX

KEISHA HOWELL

Experience Maker, Better Living Consultant San Palmilla, Houston, TX

STEVEN KING

Experience Maker, Better Living Consultant Silverbrooke, Houston, TX

BEA MUELLER

Experience Maker, Better Living Consultant Westover Oaks, San Antonio, TX

DANIELA ORTEGA

Experience Maker, Better Living Manager Zang Triangle, Dallas, TX

DIANA STEPHENS

ALEXANDER CANALES

Experience Leader, Community Manager

BRIANA OLSEN

Experience Leader, Community Manager Carlyle Place, San Antonio, TX

Experience Maker, Better Living Consultant Preserve at Baywood, Houston, TX Experience Maker, Better Living Consultant Carrington at Park Lakes, Houston, TX

C E R T I F I C AT I O N S & D E G R E E S

Vice President of Property and Customer Innovation Venterra Corporate Office

SALLY FLORES-WATKINS

South Shore Lakes, Houston, TX

BARRY TAYLOR-YOUNG CHARIS WALLS

Experience Maker, Better Living Manager Park West, Dallas, TX

AND MOST IMPORTANTLY, OUR PEOPLE

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Lifelong Learning Challenge

To complete the quarterly challenge, an employee reads a professional development book and completes a course/seminar (or 3 online courses). From Q4 of 2019 through Q3 of 2020, nearly 100 team members pledged their commitment to Lifelong Learning and completed the challenge!

ALEX CHACON Experience Leader, Community Manager Riverbend, Houston, TX Employee since 2015

ANDREA FARIES Experience Leader, Community Manager Villa Lago, Fort Worth, TX Employee since 2017

JESSICA LUNSFORD Experience Leader, Community Manager Silverbrooke, Houston, TX Employee since 2016 COMPLETED 7 CONSECUTIVE QUARTERS

LAKEYA STEWART Experience Leader, Community Manager Cobblestone at Eagle Harbor, Jacksonville, FL Employee since 2017

MELISSA EDWARDS Experience Maker, Better Living Manager Preserve at Colony Lakes, Houston, TX Employee since 2016

ALLISON KOLOWICH Experience Leader, Community Manager The Phoenix, Fort Worth, TX Employee since 2017 COMPLETED 3 CONSECUTIVE QUARTERS

ANNE HOVEY Experience Maker, Better Living Consultant Villas at Newnan Crossing, Newnan, GA Employee since 2015

KEITH WARNER Experience Leader, Community Manager The Metropolitan, Louisville, KY Employee since 2019

LINDSEY WERT Experience Leader, Sr. Community Manager San Palmilla, Houston, TX Employee since 2016 COMPLETED 7 CONSECUTIVE QUARTERS

MICHELE BUDZ Experience Leader, Community Manager Park West, Dallas, TX Employee since 2017 COMPLETED 3 CONSECUTIVE QUARTERS

ALYSSIA SCHULTZ Experience Maker, Better Living Manager The Whitney, Atlanta, GA Employee since 2016

DESIREE BERMUDEZ Experience Maker, Better Living Manager Tuscany at Lindbergh, Atlanta, GA Employee since 2017

KIAHNA BETTIS Experience Maker, Better Living Manager Carrington at Park Lakes, Houston, TX Employee since 2020

MEGAN CURRY Experience Maker, Better Living Manager Estancia at Morningstar, Dallas, TX Employee since 2017 COMPLETED 7 CONSECUTIVE QUARTERS

MICHELLE BAINES Experience Leader, Community Manager Carrington at Park Lakes, Houston, TX Employee since 2015

AMARILDO LATAPIE Experience Leader, Maintenance Manager The Retreat, Houston, TX Employee since 2013

ERIN DOBIAS Experience Leader, Community Manager Republic Park Vista, Fort Worth, TX Employee since 2011 COMPLETED 7 CONSECUTIVE QUARTERS

KIM BAKER Experience Leader, Sr. Community Manager Bala Woods, Houston, TX Employee since 2009 COMPLETED 3 CONSECUTIVE QUARTERS

MEGAN VILLARREAL Experience Maker, Better Living Manager Republic Park Vista, Fort Worth, TX Employee since 2018 COMPLETED 7 CONSECUTIVE QUARTERS

SIERRA SITZMAN Experience Maker, Better Living Manager Villas at Newnan Crossing, Newnan, GA Employee since 2017


STEPHANIE BURNS TREY TERRAZAS Experience Leader, Experience Leader, Sr. Community Manager Maintenance Manager Estancia at Morningstar, The Phoenix, Fort Worth, TX Dallas, TX Employee since 2018 Employee since 2010 COMPLETED 6 CONSECUTIVE QUARTERS

ANGELA RISINGER Experience Maker, Better Living Manager Preserve at Baywood, Houston, TX Employee since 2017

CASEY CLARK Experience Maker, Better Living Manager Fairways at South Shore, Houston, TX Employee since 2019

TRISH PHILLIPS ASHLEY CARL Experience Maker, Better Experience Maker, Living Manager Better Living Consultant Villa Lago, Fort Worth, TX Falcon Square at Employee since 2018 Independence, Orlando, FL COMPLETED 7 Employee since 2019 CONSECUTIVE QUARTERS COMPLETED 3 CONSECUTIVE QUARTERS

BRENDA GRASHA Experience Leader, Community Manager Timber Mill, Houston, TX Employee since 2004

CHARIS WALLS Experience Maker, Better Living Manager Park West, Dallas, TX Employee since 2017 COMPLETED 3 CONSECUTIVE QUARTERS

TARA HOLLAND VEROUSKA LLAVERIAS CUEVAS BAILEY MEENACH Experience Leader, Experience Maker, Experience Maker, Community Manager Better Living Manager Better Living Consultant The Maddox, Atlanta, GA The Retreat, Houston, TX Clearwater Farm, Louisville, KY Employee since 2018 Employee since 2017 Employee since 2020 COMPLETED 3 COMPLETED 7 CONSECUTIVE QUARTERS CONSECUTIVE QUARTERS

BRIANA OLSEN Experience Maker, Better Living Consultant Carrington at Park Lakes, Houston, TX Employee since 2020

CHARLENE CARBAJAL Experience Maker, Better Living Manager South Shore Lakes, Houston, TX Employee since 2016

BROOKE BREWER Experience Leader, Community Manager Tuscany at Lindbergh, Atlanta, GA Employee since 2017

CHASITY FAUST Experience Maker, Better Living Manager Balmoral Village, Atlanta, GA Employee since 2019

STEVEN KING Experience Maker, Better Living Consultant Silverbrooke, Houston, TX Employee since 2017

TONYA DIX Experience Leader, Community Manager Villas at Newnan Crossing, Newnan, GA Employee since 2015

AL ALVAREZ Experience Maker, Assistant Maintenance Villa Lago, Fort Worth, TX Employee since 2015

BARBARA CARRILLO Experience Leader, Community Manager Coles Crossing, Houston, TX Employee since 2016

TRACY WALL Experience Maker, Better Living Consultant Carlyle Place, San Antonio, TX Employee since 2010 COMPLETED 7 CONSECUTIVE QUARTERS

ALEX JONES Experience Maker, Better Living Consultant Zang Triangle, Dallas, TX Employee since 2019

BETTIE LYERLY CARLOS QUINTANILLA Experience Maker, Experience Leader, Better Living Manager Maintenance Manager Calais Midtown, Houston, TX Coles Crossing, Houston, TX Employee since 2011 Employee since 2012 COMPLETED 3 CONSECUTIVE QUARTERS

CHRISTI BROWN Experience Maker, Better Living Manager Silverbrooke, Houston, TX Employee since 2015

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LIFELONG LEARNING CHALLENGE

BJ HALL Experience Maker, Porter Timber Mill, Houston, TX Employee since 2017


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CURTIA MOMON Experience Maker, Better Living Consultant Apex West Midtown, Atlanta, GA Employee since 2020

EMILY BERTOLINO Experience Leader, Community Manager College View, Houston, TX Employee since 2015

JAZMIN GARCIA Experience Maker, Better Living Consultant Park West, Dallas, TX Employee since 2015

JOHNATHAN YOUNG Experience Leader, Maintenance Manager Zang Triangle, Dallas, TX Employee since 2019 COMPLETED 3 CONSECUTIVE QUARTERS

KATHERINE NAKAGAWA Experience Maker, Better Living Consultant The Vinings, Houston, TX Employee since 2020

DAMEIN MCCOY Experience Leader, Maintenance Manager Republic Park Vista, Fort Worth, TX Employee since 2018

EMILY WENZ Experience Maker, Better Living Manager The Vinings, Houston, TX Employee since 2019

JEN CASTANEDA Experience Maker, Better Living Consultant The District Universal Boulevard, Orlando, FL Employee since 2018

JORDAN OLIVER Experience Maker, Better Living Manager Town Station Lofts, Raleigh, NC Employee since 2017

KEISHA HOWELL Experience Maker, Better Living Consultant Riverbend, Houston, TX Employee since 2020

DANIELA ORTEGA Experience Maker, Better Living Manager Zang Triangle, Dallas, TX Employee since 2019 COMPLETED 4 CONSECUTIVE QUARTERS

GABBI PEREZ Experience Maker, Better Living Consultant Axial Buckhead, Atlanta, GA Employee since 2019

JENNIFER GUILLEN Experience Maker, Better Living Manager San Palmilla, Houston, TX Employee since 2019

JORGE NIETO Experience Leader, Maintenance Manager Estancia at Morningstar, Dallas, TX Employee since 2012

KELLEY TUIASOSOPO Experience Leader, Community Manager Preserve at Baywood, Houston, TX Employee since 2016

DIANA STEPHENS Experience Leader, Community Manager South Shore Lakes, Houston, TX Employee since 2014

HOLLI WOOD Experience Maker, Better Living Consultant Republic Park Vista, Fort Worth, TX Employee since 2019

JESSICA DECKER Experience Maker, Better Living Manager Venue at Hometown, Fort Worth, TX Employee since 2018

JOSHUA ATKINS Experience Leader, Maintenance Manager South Shore Lakes, Houston, TX Employee since 2015 COMPLETED 3 CONSECUTIVE QUARTERS

KENNY LANDIS Experience Maker, Assistant Maintenance Belterra, Fort Worth, TX Employee since 2017

ELIZABETH PECHE Experience Leader, Community Manager Zang Triangle, Dallas, TX Employee since 2019 COMPLETED 3 CONSECUTIVE QUARTERS

IVAN KOYNARSKI Experience Leader, Maintenance Manager CoHo, Atlanta, GA Employee since 2012 COMPLETED 3 CONSECUTIVE QUARTERS

JESSICA KILGORE Experience Maker, Better Living Consultant Preserve at Baywood, Houston, TX Employee since 2019

KAELEA CHRISTOPHER Experience Leader, Community Manager Venue at Hometown, Fort Worth, TX Employee since 2017

KEVIN ROBINSON Experience Maker, Better Living Consultant Estancia at Morningstar, Dallas, TX Employee since 2018 COMPLETED 4 CONSECUTIVE QUARTERS


KIM FOSTER Experience Maker, Better Living Consultant The Retreat, Houston, TX Employee since 2020

MARIA ARIAS Experience Maker, Porter Republic Park Vista, Fort Worth, TX Employee since 2018

KOLYO KOLEV MARVIN WRIGHT Experience Leader, Experience Leader, Maintenance Manager Community Manager Axial Buckhead, Atlanta, GA Stonecreek Ranch, Austin, TX Employee since 2017 Employee since 2019

KYANNA YEAGER Experience Maker, Better Living Consultant CoHo, Atlanta, GA Employee since 2020

LUIS VILLALBA Experience Maker, Make Ready Coles Crossing, Houston, TX Employee since 2018

PETYO DAKEV Experience Leader, Maintenance Manager Tuscany at Lindbergh, Atlanta, GA Employee since 2013 COMPLETED 3 CONSECUTIVE QUARTERS

SHAWNY HEFLIN Experience Maker, Better Living Manager Belterra, Fort Worth, TX Employee since 2018

NADIA LUCKHOFF Experience Leader, Community Manager CoHo, Atlanta, GA Employee since 2017

RACHAEL DERRING Experience Maker, Better Living Consultant Zang Triangle, Dallas, TX Employee since 2017 COMPLETED 4 CONSECUTIVE QUARTERS

SUMMER BEDGOOD Experience Maker, Better Living Consultant Villa Lago, Fort Worth, TX Employee since 2020

NINA DIAZ Experience Maker, Better Living Consultant Falcon Square at Independence, Orlando, FL Employee since 2019

RUBY SILVA Experience Maker, Better Living Consultant Silverbrooke, Houston, TX Employee since 2019

TERESA HEENEY Experience Leader, Community Manager Ventana, San Antonio, TX Employee since 2007

MAYNARD EARLEY OLGA KOSTERINA SALLY FLORES-WATKINS THERESA BROWN Experience Maker, Experience Leader, Experience Leader, Experience Leader, Make Ready Community Manager Regional Better Living Mgr Community Manager CoHo, Atlanta, GA Falcon Square at San Antonio & Austin, TX Clearwater Farm, Louisville, KY Employee since 2017 Independence, Orlando, FL Employee since 2007 Employee since 2019 COMPLETED 3 Employee since 2012 COMPLETED 3 COMPLETED 3 CONSECUTIVE QUARTERS CONSECUTIVE QUARTERS CONSECUTIVE QUARTERS

MEGAN LAWLESS Experience Maker, Better Living Consultant Venue at Hometown, Fort Worth, TX Employee Since 2018

PAM ADAMS Experience Maker, Make Ready Links at Windsor Parke, Jacksonville, FL Employee since 2016

SAMANTHA HAWXHURST Experience Leader, Regional Better Living Mgr Dallas, TX Employee since 2015

TIFFANY CORREA Experience Maker, Better Living Consultant The Cape at Grand Harbor, Houston, TX Employee Since 2019

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LISETTE GUTIERREZ Experience Maker, Porter Zang Triangle, Dallas, TX Employee since 2018

MATT DOBIAS Experience Leader, Maintenance Manager Villa Lago, Fort Worth, TX Employee since 2013

MEGAN MONTEMAYOR Experience Maker, Better Living Consultant The Phoenix, Fort Worth, TX Employee since 2017


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BETTER LIVING AT VENTERRA One of Venterra’s most loved Core Values is a “Never Ending Pursuit of Excellence.” Being fully dedicated to this idea means supporting our employees’ efforts to excel, not just professionally, but personally, as well.

Our Better Living program, which provides financial incentives to our team members for setting and reaching personal development goals, is one of the ways we do just that. We love seeing encouragement from peers along the way and the success stories that follow.


Creating an amazing employee experience means finding ways for our team members to have fun, create lasting memories, make a difference in the world, and achieve financial success along the way. The SmartDollar program provides a step-by-step plan for success, budgeting tool, and tons of videos filled with expert advice so that employees can make their money work as hard for them, as they do for their communities and each other – all at no cost to our employees! SINCE L AUNCHING THE PROGRAM IN APRIL OF 2018, OUR EMPLOYEES HAVE EXPERIENCED A TOTAL FINANCIAL TURNAROUND OF $381,670. THAT’S $181,867 IN TOTAL DEBT PAID OFF AND $199,803 IN TOTAL DOLL ARS SAVED!

MELISSA CORDAWAY Experience Leader, Community Manager French Place, San Antonio, TX Employee since 2013

My husband and I decided to make 2020 the year we pay off all of our debt with the help of SmartDollar. After celebrating our one-year wedding anniversary, we decided we were tired of our debt weighing us down! By our second anniversary we wanted to be completely debt free. So, over the next several months, we worked incredibly hard to pay off our car loans and four credit cards, and on July 31 we made our final debt payment. I am proud to say that WE ARE NOW DEBT FREE! 2020 was not the year any of us expected, but we are so grateful to have accomplished our goal!

JORDAN OLIVER

Experience Maker, Better Living Manager Town Station Lofts, Raleigh, NC Employee since 2017

For January’s One Word Challenge, I chose the word “focus” and I wanted to keep that going throughout the year! I mainly wanted to apply this to my health and fitness goals. I’m proud to share that I hit my one-year anniversary using the Keto diet in September, joined a new gym in October which I have faithfully attended 2-3 times a week and started a transformation challenge with my gym on January 4! I don’t always see the results in the mirror, but I know they’re happening, as I receive positive comments from residents on a daily basis. They see the change in me, which feels great!

CHARIS WALLS Experience Maker, Better Living Manager Park West, Dallas, TX Employee since 2017

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B E T T E R L I V I N G AT V E N T E R R A

I may be crazy, but I decided to go back to school to pursue a Bachelor of Science degree in Business Administration. The reason I say “I may be crazy” is because I have three young children and work full time. There are several reasons for this goal, one being for personal growth and ambition, but the other is to set an example for my children. Due to limited time, I’m finding myself studying in my car, parking in a church parking lot on my lunch break because they offer free Wi-Fi and starting my schoolwork at 10:00 p.m. every night when my children are fast asleep. However, even with this challenge, I am truly enjoying school! In fact, I was accepted into a “First Generation Learners” research group which is an exciting addition to my schoolwork. So far, I have received an A in all of my classes and feel a great sense of pride. The Education Assistance program offered by Venterra has been a huge benefit for me. It has helped alleviate a lot of financial stress that comes with the decision to return to school and I could not be more appreciative. So far, I have completed twenty-one credits and I’m loving every minute of it!


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For the February Love Thyself Challenge, I decided to read “Girl Stop Apologizing” by Rachel Hollis and it was an amazing read! The biggest impact came from the “Embrace Your Ambition” section, where I read about it being okay to be scared of the unknown. Change can be scary but remembering this quote has consistently helped me push through all of the struggles that have come my way. This quote has become my motto and one I will reference every day. I will use this knowing that no matter what changes or unknowns arise, I need to always embrace my ambition and keep pushing to make myself a better person, both professionally and personally. I highly recommend this book!

TRISH PHILLIPS

Experience Maker, Better Living Manager Villa Lago, Fort Worth, TX Employee since 2018

The quarterly Lifelong Learning Challenge, opened my eyes to the value of reading. After making a goal for myself to read more, I completed eight books this year. Some of my favorites include The Color of Law, The Garden of Beasts and Where the Crawdads Sing. And, as an added perk, it actually does help to relax me at night when trying to go to bed!

KEITH WARNER Experience Leader, Community Manager The Metropolitan, Louisville, KY Employee since 2019

The Better Living program has been a great benefit to me. It has allowed me to improve in so many areas in my life; from health to finance. I’ve made small, short-term goals to more ambitious long-term goals. It has helped me to focus on what I want versus what I don’t want, celebrate my achievements and enjoy the process. I’m most proud of losing 35 pounds and reaching my goal weight. Setting weight loss as a Better Living goal held me accountable, and I was finally able to accomplish a goal I had been trying so hard meet!

INES GOTTLIEB

Experience Maker, Better Living Manager Champions Green, Atlanta, GA Employee since 2018

One of my favorite challenges was from August -- the Hello Challenge. We were encouraged to connect with two people we’ve lost touch with, due to the seclusion caused by the pandemic. I am horrible about reaching out and connecting with people I don’t see every day, so I knew I needed to do this, and I did! As we were given other challenges throughout the rest of the year, I kept this one in mind and stayed focused on connecting with people. I got more engaged during family dinners (no electronics allowed). I showed random acts of gratitude to coworkers, friends and family. I connected with people I don’t even know by joining my sister and her friends in a card exchange for people who would be alone for the holidays. I even sent cards outside of the exchange to make sure I was still connecting with my family, friends and neighbors. I loved this idea so much that I even included a homemade blank card in every envelope so people could pass it on. The benefits of connection have been so great for me that I wanted to encourage others to experience the same feeling. I love being motivated by my work and family. Without our monthly challenges, I would probably still be just thinking about the things I want to do, instead of actually doing them.

KIMBERLEY BAKER

Experience Leader, Senior Community Manager Bala Woods, Houston, TX Employee Since 2009


My Better Living goal was not planned, or even a thought, but it ended up being one of the best experiences ever! It started with my 13-year-old son who is a BMX racer. At the end of his 2019 season, he suggested I try BMX because it’s great exercise. After some convincing, I started practicing and, before I knew it, we entering races statewide, chasing the Texas State Series. Our goal was to be recognized in the top ten in our classes, which is something my son has accomplished in previous years. After countless hours of early morning workouts, track time, scrapes and falls, hours of driving and many hotel stays, we did it! I finished in 4th place and my son tied for 9th place, in the state championship! But perhaps the most rewarding part of the whole experience, was to have the opportunity to do this with my son and meet him at the finish line of every race for a fist pump and congratulations. And to think, this all started as a way to get some exercise!

ELOY ZAPATA

Experience Leader, Roving Maintenance Manager Venterra Corporate Office Houston, TX Employee since 2016

TRACY WALL Experience Maker, Better Living Consultant Carlyle Place, San Antonio, TX Employee Since 2010

NADIA LUCKHOFF

Experience Leader, Community Manager CoHo, Atlanta, GA Employee Since 2017

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B E T T E R L I V I N G AT V E N T E R R A

For August’s Hello Challenge, I set a goal to reconnect with my parents. I’ve always had a very close relationship with them, but when COVID hit, that changed. We all became a bit fearful and isolated, so my goal was to re-establish my relationships in a way that was safe yet fulfilling. Seeing them once again helped all of us to heal and feel complete. I was so grateful that challenge came when it did!

My husband and I have bounced around the US for the past 3 years due to his work commitments and we have been fortunate to have made some really great friendships along the way. Most recently, we lived in Dallas, TX and made an instant connection with a couple who lived a few houses down from us. After a year of weekly trivia games and countless weekend BBQs, we knew we had made lifelong friends. Sadly, my husband was once again, called to relocate. We made sure to keep in touch with our neighbors, which was easy at first, but with COVID, everyone’s priorities shifted. Before we knew it, it had been months since catching up with our dear friends. Feeling inspired by the #HelloChallenge, I scheduled a FaceTime date and the four of us picked up right where we left off! Since that call, our group text thread has been reinvigorated with inside jokes, funny memes and future plans of weekend trips. But most importantly, we found out they were adopting a baby boy! Thanks to the Hello Challenge, I’ve been reminded that maintaining relationships takes action and energy, and even the smallest gesture can show how much you care.


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AN ATTITUDE OF Gratitude

In such a challenging year, we wanted to encourage our team members to pause and think about the positive things in their lives. I am so grateful for such wonderfully thoughtful coworkers. BreeAnn Crutcher and Marlayna Wright had this blanket with snapshots of my sweet Shelby made for me. I miss her every day. Thank you so much!

DEXTER RENDON Experience Leader, Senior Community Manager Northbridge at Millenia Lake, Orlando, FL Employee since 2011

I am grateful for being a part of the Venterra family! It’s only been 3 months and I absolutely love my job as a Better Living Consultant! But more importantly, I love how Venterra truly cares about their employees! We’re given so many opportunities for growth and challenges – including a chance to be awarded monetarily. Employee Appreciation Week was the icing on the cake!

PAULA RIBBINK

Experience Maker, Better Living Consultant Cobblestone at Eagle Harbor, Jacksonville, FL Employee since 2020


The Gratitude Challenge was so important to me. Throughout April, I was having daily panic attacks out of nowhere. Wondering where to turn, I started reading more than ever, which is something I have not done in years. I finished an audio book called DARE by Barry McDonagh and I am currently reading Rewire Your Anxious Brain by Catherine Pittman, The Power of Now by Eckhart Tolle and Sapiens by Yuval Noah Harari. Reading has relaxed me in ways I could not even imagine. We can often take our mental health for granted and forget how fragile our minds are. I truly believe the more you feed your brain with knowledge, the better you can combat anything that comes your way! I am grateful for being healthy, safe and happy again. I recommend these books to anyone with anxiety or someone just seeking knowledge of how our brains work.

GRAND PRIZE Winner

This year I made a life changing decision for myself -- after 43 years, I decided to quit smoking! I used Chantix®, which does come with some side effects, but my Westover Oaks family supported me through it all, which helped me get through those rough times! I am feeling really good and I’ve realized how much extra time and freedom I have now that my habit isn’t controlling my life. This has definitely been eye-opening. I can’t thank everyone enough for their support and words of encouragement, which has meant so much to me on this journey. I am so happy to announce that I am officially a non-smoker! In fact, I’m so proud of myself that I bought a Harley-Davidson to celebrate! With the money I saved by not purchasing cigarettes, I was able to afford the monthly payments and insurance. Talk about a win-win!

PEDRO GANDARA

Experience Maker, Assistant Maintenance Westover Oaks, San Antonio, TX Employee Since 2017

MARLAYNA WRIGHT

Experience Maker, Leasing Manager Northbridge at Millenia Lake, Orlando, FL Employee Since 2019

A N AT T I T U D E O F G R AT I T U D E

Today I am grateful for selling my first “stitch” project. I have been making family portraits for friends as a hobby but, I recently had someone reach out to me about purchasing one. I am thankful for the opportunity to do something I love to less others! Since starting to sell my work, I’ve also developed the confidence to sell handmade clay ornaments which I’m also thankful for.

TIFFANY CORREA Experience Maker, Better Living Consultant The Cape at Grand Harbor, Katy, TX Employee Since 2019

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Caring is a big part of who we are at Venterra. It is so much a part of our culture that all of our team members are provided 8 hours of paid Volunteer Time Off to go out into the world and make it a better place. Venterra team members found needs in the community and really took it upon themselves to give back however they could.

BLOOD DRIVE

SOUTH SHORE LAKES FOOD DRIVE

GALVESTON FOOD BANK

CENTRAL TEXAS FOOD BANK

SAN ANTONIO FOOD PANTRY

THE GATEHOUSE IN GRAPEVINE


C A R E M E A N S M O R E H E R E , W E W O R K H A R D , B U T P L AY H A R D E R !

WE WORK HARD,

BUT PLAY HARDER! WE STILL MADE TIME FOR CELEBRATIONS!

“We will make time to have fun and celebrate successes” is one of our leader promises.

The way we had fun and celebrated our achievements this year may have looked a little different than before, but we still nailed it!

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Celebrating Milestones!

At Venterra, we love celebrating milestones that are important to our team members. Be it a first day, an anniversary or a birthday, we hope that everyone feels appreciated and celebrated!

Fridays are made for fun!

Bring Your Dog to Work Day Fur babies have a way of making great days even better.

Venterra team members love our Fun Fridays where they are encouraged to dress according to the theme and add some smiles to their Fridays! There are different themes that we love to celebrate, such as Sports Fridays, Live It Love It Fridays and a well-loved Nerd Day!


FANTASY SPORTS A little friendly competition with fantasy sports teams is something that we look forward to every year. As always, our Survival and Pig Skin Pick ‘Em leagues really brought out our sports fanatics, as well as those looking to get lucky and win some money!

Pigskin Pick ‘Em Champion LUXSAN KRISHNADEVAN

Experience Leader, Financial Solutions Developer Venterra Corporate Office Employee since 2017

survival champion LINDSEY THOMAS

Experience Leader, Community Manager Belterra, Dallas, TX Employee since 2015

92% “”

OF EMPLOYEES AGREE THAT VENTERRA IS A FUN PLACE TO WORK

halloween celebration The costumes and decor are top notch and never cease to amaze. And of course, the submissions for best scare are always good for a laugh!

THE WIZARD OF OZ

W E W O R K H A R D , B U T P L AY H A R D E R !

DODGEBALL

ALICE IN WONDERLAND

HOCUS POCUS

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A Roaring Good Time MAINTENANCE MANAGER OF THE YEAR

Every January we love to celebrate the accomplishments from the previous year at our annual Kickoff Party. As we welcomed in 2020, we celebrated with a “Roaring 20’s” theme. We dressed up, had fun with our colleagues and recognized outstanding accomplishments.

For me to receive this award was not only awesome on that day but will continue to resonate with me throughout the rest of my life. Venterra is full of top-notch people from top to bottom, meaning they are the best of the best in their fields and for me to win Maintenance Manager of the Year is so very humbling and truly an awesome experience that will leave a lasting impression for the rest of my life.

ROBBIE ALBERT

Experience Leader, Maintenance Manager Villas at Newnan Crossing, Newnan, GA Employee since 2015

COMMUNITY MANAGER OF THE YEAR

Being chosen as the Community Manager of the Year was simply a big shock! I really didn’t even hear them announce my name as the winner, my staff started screaming and said “Boss, you are the winner!” I was so touched, honored and excited to be recognized by Venterra for my work and efforts. As a veteran Venterra employee of 19 years, I can honestly say that each employee does matter, and you just have to do your best and work hard and it will be noticed. This award recognizes my work but serving Westover, Venterra and my staff is a joy and privilege that I am grateful for every day. I wouldn’t be able to be a successful Community Manager without my amazing, dedicated and loyal employees and my fellow San Antonio and Austin Community Managers and Regional Manager. No one person ever does it alone, but with a positive team and support system, success can be yours. Simply, thank you so very much.

VANESSA SULLIVAN

Experience Leader, Community Manager Westover Oaks, San Antonio, TX Employee since 2002


91% 94% OF EMPLOYEES AGREE THAT EVERYONE HAS AN OPPORTUNITY TO GET SPECIAL RECOGNITION

“”

OF EMPLOYEES AGREE THAT VENTERRA CELEBRATES SPECIAL EVENTS

“”

A ROARING GOOD TIME

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feeling the Love

As much as Venterra loves to shine a spotlight on our passion to serve, we also love a reason to celebrate! Thankfully we are never short on opportunities to do so — it’s our team members’ second nature to reach their goals, both inside and outside the Venterra world. And when that happens, we’re thrilled to lift them up with a fun celebration! And when that happens, we’re thrilled to lift them up and celebrate their successes with them, whether in their professional or personal lives. Venterra’s culture has had a positive impact on me, by making me feel valued and appreciated as an employee. Bryan and team have made me feel like what I am doing is an important contribution to the company.

JESSICA INMAN

Working for a company that rewards you almost daily (even for the small things!) really makes you excited to come into work and perform at your best. I push myself daily to be better and learn more because of this. It truly feels like the sky is the limit here.

MARLAYNA WRIGHT

Experience Leader, Commercial Property Manager Venterra Corporate Office Employee Since 2019

Experience Maker, Leasing Manager Northbridge at Millenia Lake, Orlando, FL Employee Since 2019

I love that Venterra cares about everyone, regardless of your position, and that I can personally talk to anyone within the company. It has made me realize that I need to celebrate life’s successes even more than ever, and to be proud of not only what I do but who I work for!

KEITH WARNER

Experience Leader, Community Manager The Metropolitan, Louisville, KY Employee Since 2019


I have been with Venterra for a little over 2 years now and the amount of love and support that is given is incomparable to any other organization within the industry. I have been promoted and awarded within my time here at Venterra and they definitely do not skimp on the celebrations! Not only were there parties, but there were also more opportunities given to me because of the success that I have had within my roles. Venterra has also celebrated my success both inside and outside of the organization. During my time at Venterra, I married my beautiful husband and they showed their appreciation by helping me pull together our wedding by providing us with a venue! The amount of support that Venterra provides to their employees and their employees’ families is just absolutely amazing.

accomplishments, whether it be within the organization or within the medical field. WILLIAM LEVECK Experience Maker, Better Living Manager Riverbend, Houston, TX Employee Since 2018

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FEELING THE LOVE

My husband recently joined the Venterra Family as well. He is currently working on his Medical Boards to become a Pediatrician and the job that he was at did not respect his time and passion. As Venterra was recruiting for an open position, my husband applied. Since he already knew the team from various resident events and interactions, it was a very comfortable interview process and he was even more excited to join the Venterra team! They knew that his future would be in the medical field, but they were also aware that with his passion and determination, he would be a great fit for Venterra. The entire time he has been a part of the Venterra Family, both prior to being employed and after, they have celebrated all of his


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DIVERSITY, EQUITY, & INCLUSION 2020 was not all about COVID. It was also a year in which America and the world received a wake-up call on the issue of racial injustice and inequality. While we at Venterra have consistently received positive feedback from our employees on questions related to DEI in the Employee Satisfaction survey, and our Kingsley Customer Experience results indicate that our residents feel likewise, we think that we can, and should, do more. To that end we have partnered with the The Kaleidoscope Group, a seasoned consultancy with years of experience in building custom DEI programs that work in each company’s unique situations. We are confident that progress is being made on our DEI journey, but we know we still have a long way to go…and will remain committed. BILL ALLISON Experience Leader, Vice President Venterra Corporate Office

The implementation of DEI efforts at Venterra has had a profound impact on me. With this increased focus, I hope everyone will feel encouraged to get more involved because of more opportunities to contribute. This is definitely one way Venterra will continue to stand out among the crowd. Thank you, Venterra! STEPHEN DAALLING Experience Leader, Maintenance Manager St. Andrews, Houston, TX Employee since 2014 I commend Venterra for recognizing the challenges the world is going through and doing what they can to ensure the employees have a different experience in their work life versus what they may have experienced elsewhere. Although I personally have never felt excluded or that I didn’t have a voice at Venterra, I understand the need to be proactive in letting everyone know that we all have a voice and are valued because of our differences in appearance, upbringing, experiences and thought. I love the idea that we don’t just acknowledge our diversity but that we embrace and celebrate it for the truly awesome thing that it is.

Employee since 2003

While most companies offer platitudes and lip service, Venterra is putting together tangible actions to cultivate a culture of not only diversity, but a welcoming environment of inclusivity and fairness. To define these strides as “important” is an understatement. Venterra’s efforts towards this cause have instilled a sense of honor to work for a company that holds diversity, equity & inclusion in such high regard. I am proud to work for Venterra, and I am excited to do my part in making sure that every employee feels valued. LAKEYA STEWART Experience Leader, Community Manager Cobblestone at Eagle Harbor, Jacksonville, FL Employee since 2017

BARRY TAYLOR-YOUNG Experience Leader, Community Manager Carlyle Place Apartments, San Antonio, TX Employee since 2014

Venterra has shown that they care about our unique backgrounds, helping to build us up and ensure our voices are heard. When a company can step back and ask for accountability, we know progress is being made. I will always be grateful for the chance to be heard and feeling that my ideas are represented in a safe space, while learning so much more from others.

JULIA JORDAN Experience Maker, Better Living Consultant Preserve at Colony Lakes, Houston, TX Employee since 2020


COMMITTED TO LEARNING & GROWING TO BETTER OURSELVES For much of 2020, the pandemic and international health crisis has taken center stage. It is an understatement to say that the impact of the pandemic will be felt for many years to come, and some of those changes are likely to stay with us forever. That said, when I look back on the past year, the events that stand out more poignantly for myself are the killing of George Floyd and the subsequent wave of protests that followed. While the pandemic has shifted my view on many things, the increasing calls for meaningful social change and the stories behind those calls have caused me to deeply reexamine my view of the world. I have experienced racism only once in my life, and even then, only as a brief and passing encounter. Having grown up in Vancouver, a gateway city for Asian immigrants into Canada, I was a visible minority but never felt like one. Therefore, as a child, I perceived racism as being something largely of the past, and, to the extent that it was a current issue, it occurred elsewhere and on a limited basis. As I grow older, it has become more obvious that racial injustice is not as much of a rearview issue as I grew up believing. As the events over the summer drove me to seek out more information about the history of racial injustice in Canada, the US and around the world, the magnitude of the current day challenges that remain to be addressed began to dawn on me. While overt racism may not be as prevalent today as in the past (and I recognize that even this is debatable), it seems clear that unconscious and systemic racial injustice are still very significant problems today. And it is in overcoming these forms of racial injustice that I believe the larger challenge exists for us all. While overt racism is easily identifiable and can be resolved by appealing to an individual’s compassion and accountability, overcoming unconscious and systemic racial injustice will require an appeal to our collective compassion and accountability, as no one person is directly responsible for the entirety of this wrongness or its damaging legacy.

I am incredibly grateful to be part of both an organization and a group of colleagues who recognize and are similarly dedicated to meeting this collective obligation. Thank you to everyone for your commitment to learning and continuous growth to better ourselves, Venterra and the world in 2021. I look forward to the new year and all the opportunities and possibilities ahead of us.

CALVIN LEE-YOUNG

Experience Leader, Vice President of Finance Venterra Corporate Office Employee since 2004

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D I V E R S I T Y, E Q U I T Y, & I N C L U S I O N

I have always understood that I have been very fortunate in my life; fortunate to be raised in a good and loving family and blessed to have received good guidance which resulted in good decisions. But, as I begin to comprehend the scale of my “iceberg of ignorance” as it relates to racial injustice, I have come to understand my good fortune in a different light. Not only was I fortunate to be raised in a good and loving family, but I have been immensely fortunate that it was not taken from me by order or decree. Not only was I fortunate to have been guided toward good decisions, but I have been immeasurably lucky that my bad decisions have not been excessively punished by a dispassionate system. As I continue down my own path of education and understanding of racial injustice, I increasingly recognize the obligation that I think we all have to correct our injustices of the past.


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WORKING THROUGH

COVID

The challenges that came with COVID were like nothing that our industry had experienced before, but our teams handled the twists and turns with style and grace. They faced changes including implementing safety protocols beyond CDC recommendations, shifting to remote work from home, limited on-site staffing, and adjustments to the ways they interacted with customers, to name just a few. Our ongoing focus on technology to better meet the needs of our customers and team members proved invaluable in easing the transition to a more tech-driven approach to operations at the onset of COVID.

Online meetings from home added kids and fur babies to the Venterra Family, virtual and self-guided prospect tours became the norm, move-ins turned contact-free, and we relied on a number of online platforms to streamline communications with residents and each other. Through it all, our dedicated team members pivoted like pros and never stopped making good on our commitment to providing an industry-leading experience to our residents and employees.


Our Employees Found

the Bright Side

Before the pandemic I had anxiety on calls and really didn’t want to talk much. Now that I have had to on many, many occasions, I learned to be confident and just speak from experience and with candor.

ALLEN RAFIEHA

Experience Leader, Director of Maintenance Operations Venterra Corporate Office Employee Since 2006

I learned that I am extremely fortunate, both in my personal and professional life. Having been directly impacted by COVID made me more appreciative of what I have, but also helped me see that I can handle challenges on my own. I feel like I have become more resilient during this time.

MAYRA DEHOYOS

Experience Leader, Community Manager The Park on Wurzbach, San Antonio, TX Employee Since 2004

We all banded together and shared our opinions, concerns, celebrations, and more. We all spoke, and we all listened.

MAITINA MORRISSEY

COVID-19 accelerated the adoption of collaboration and communication tools across the globe. Venterra’s corporate offices were no exception. Whether through Microsoft Teams, email, SharePoint, virtual whiteboards, or other tools, employees quickly adapted to replacing in-person communication and collaboration with technology. Given Technology is one of our pillars, the transition to virtual communications was expectedly rather seamless. However, the pandemic did accentuate the need for an increased focus and effort to streamline and deliver consistent communications across the organization. Just as working from home created an opportunity to evaluate the way we work, it also highlighted an opportunity to re-evaluate how, what, and when we communicate. This was a multidimensional consideration including evaluating tools and mediums preferred, the choice between asynchronous and synchronous communications, and the heightened effort to streamline and strategically deliver communications. As with everything at Venterra, we were able to ground our approach in our core values, specifically candor and openness. From the employee perspective, there was a need for openness and authenticity around circumstances, challenges, and needs for thriving in a remote environment. For leaders, this was a shift to added clarity around outcomes and expectations. As an organization, we recognized the opportunity to develop a communications strategy that offered more frequent, centralized communication that offered a consistent message. In a period where uncertainty was the only constant, the shifted focus to developing a communications strategy was realized allowing us to realign and strengthen our approach for managing through change now and post-pandemic.

NATASSA ZERVOPOULOS

Director of Employee Experience Venterra Corporate Office Employee since 2006

Experience Leader, Regional Director of Property Management Venterra Corporate Office Employee Since 2002

ASHISH THAKORE

Experience Leader, Asset Manager Venterra Corporate Office Employee Since 2020

Glassdoor Feedback AND MOST IMPORTANTLY, OUR PEOPLE

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WORKING THROUGH COVID

Personally, I have been able to connect with my children on a whole new level. My wife is an essential worker in the medical field, so working from home gave me a chance to really bond with our newborn and toddler. That being said, I am extremely happy they are back in daycare after 4 months at home! Professionally, the pandemic has taught me how to prioritize certain items and manage my time in a more efficient way.


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VenterrA

Leaders

TURNING

Adversity INTO

Opportunity

Adversity shapes us into who we are and who we will become. It creates the mechanisms to deal with things that don’t go our way and the confidence to face the challenges of the future. While sitting in the audience drinking my coffee on a Wednesday morning at Venterra’s Annual Leadership Conference, I listened intently as our CEO talked about adversity. Little did I know that seven years later we would be living through a pandemic that would test our leaders’ abilities to deal with a whole new set of obstacles, where our success would require unparalleled resiliency. How true one of his quotes from that presentation would become:

While there is no silver bullet for successful leadership, an excellent ability to deal with adversity is close to that silver bullet. John Foresi, CEO Despite the wide range of challenges that 2020 brought, our most successful leaders had a few things in common. These shared practices stood out because, while they aren’t easy, these leaders held them as top priorities, even in the face of adversity. Employee feedback from our 2020 Leadership Survey helped paint a picture of these common traits that allowed our team leaders to step-up in a year when it was needed most.

THEY BUILT RELATIONSHIPS.

By building trust and embracing different perspectives, our most successful leaders turn challenges into opportunities to strengthen and empower their teams. A leader may be willing to make a dramatic change themselves, but it takes established, trust-based relationships to gain the support needed for it to take root in others.

BRIDGET SHERROD

Experience Leader, Senior Director of Recruiting & Employee Development Venterra Corporate Office Employee since 2003

OUR TEAM MEMBERS SAID IT BEST: She cares for the people who work with her. I’m very happy to know I have someone I can trust by my side. Georgia/North Carolina Region

My favorite thing about her is that she listens to understand as opposed to listening to simply respond. I feel that I can trust her with anything, work-related or not. Houston Region

¡Se preocupa por mi y mi familia! Austin/San Antonio Region


THEY LED BY EXAMPLE.

Instead of just talking the talk, great leaders show that they can walk the walk… even when things aren’t easy. With a willingness to roll up their sleeves and get the job done, they demonstrated a “team-first” approach to leadership, that inspires team members to give it their all, too.

OUR TEAM MEMBERS SAID IT BEST: When I see her in action, it inspires me to handle situations the same way. Houston Region

Dallas/Fort Worth Region

She is best at not only being a leader, but a team player. Dallas/Fort Worth Region

THEY CONTINUED TO DEVELOP THEIR TEAMS.

Successful leaders have a genuine interest in the growth and development of their team. They see a challenging environment as a chance for their team members to identify their own strengths, weaknesses, and professional goals. Our most resilient leaders recognize that times of change, even when difficult, are a perfect opportunity for teams to evolve.

OUR TEAM MEMBERS SAID IT BEST: She continually mentors me to be ready for the next position and always seeks my opinion. Dallas/Fort Worth Region

THEY CHAMPIONED CHANGE.

Resilient leaders don’t just embrace change, they find ways to help it flourish. Understanding it’s inevitable, successful leaders see change as part of the status quo. Although these individuals are not immune to its impact, they tend to be less disrupted by change, because they can adapt quickly and tend to be more productive even as it’s happening.

OUR TEAM MEMBERS SAID IT BEST: He is great at making sure we are up to date with any changes or important information that we may need to know. Florida Region

She has been very positive in new learning experiences with software that we have been migrating to and offering explanations. Austin/San Antonio Region

2020 will likely go down historically as one of the most

She is always pushing you to do your best and challenging years we’ve faced to date, but it also to recognize where we can do better. Florida Region

She guides me in a way that doesn’t feel like a boss, but someone who cares and wants to see me succeed. Corporate Team Member

served as a reminder that we can’t always know what the future will hold. Although the obstacles might be unpredictable, we can take comfort knowing we have adversity-tested leaders who are constantly looking for ways to harness the power of change to strengthen themselves, their teams, and Venterra.

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WORKING THROUGH COVID & OUR EMPLOYEES FOUND THE BRIGHT SIDE

She is so ready to get her hands dirty and doesn’t request anything of us that she would not do herself, which speaks volumes to me. Having someone to work alongside you is reassuring. I learn a lot and have not only grown in this industry, but all-around.


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EMPLOYEE APPRECIATION WEEK

Not only did our team members deal with the COVID pandemic in their personal lives, they came to work and lead their communities through this uncertain time. We were honored to see how they rose above the challenge and took the challenge and dedicated a week in May to showing them how important and appreciated they are.

scan this with your phone & E W W O H H C T A W say thank you One of my favorite things about Venterra is that Employee Appreciation is a planned, focused activity that has a set-aside timeframe and really gives us as leaders the time and opportunity to appreciate the teams for their efforts that make Venterra what it is and keep Venterra moving forward as an organization. I really enjoy surprising teams with treats for a week! You can tell they felt cared about and it was fun for me to plan and find ways to surprise them with things that they like and want. I love giving!

LISSA MAY

Experience Leader, Regional Manager Houston Region Employee since 2003


WHAT I The pandemic has certainly been a challenging and lonely time for many of us. But at Venterra, we always strive to find the silver lining in every situation. While many events and opportunities have been postponed or shifted, it’s also presented us with the time to learn more about ourselves and our capabilities — both as a team and as individuals. Each of our unique situations throughout this pandemic have been learning experiences in regards to our personalities and our ability to display patience and understanding. It’s also shone a spotlight on our resiliency. After taking a moment to self-reflect on what this pandemic has taught us, we decided to ask our employees what they’ve learned about themselves, too. From being more mindful in regards to self-care, to crash-courses in resiliency, here’s what our team is taking away from this life-altering experience. The pandemic brought along a lot of challenges that allowed me to grow both personally and professionally. Having to adapt to a series of unforeseen events that caused many changes within the industry forced a lot of growth at a much accelerated pace. I’m so proud of what my team and I were able to accomplish given the challenges faced in 2020. On the personal side, I’ve taken time to appreciate the small things, spend more time with my loved ones, and try new, exciting things.

DIANA STEPHENS

This pandemic has taught me that I can accomplish anything and overcome everything, especially with the help and support of my wonderful team and understanding manager.

DAWN WILLIAMS

Experience Leader, Community Manager

Gateway North, Clearwater, FL Employee since 2017 This pandemic has taught me resiliency! It is important to adapt and continue to move forward. If we dwell on our misfortunes, it will sideline our drive in achieving our goals. It has also taught me to be more compassionate and appreciate each day. People everywhere are struggling and we must remember that we should not be so angry with all that is happening around us. Life is short, make each day count and show others compassion. We may not be able to change our circumstances, but we can change how we react to them.

ANNE HOVEY

BRITTANI WILKINS Experience Leader, Digital Specialist Venterra Corporate Office Employee since 2018

Experience Leader, Community Manager South Shore Lakes, League City, TX Employee since 2014

Experience Maker, Better Living Consultant Villas at Newnan Crossing, Newnan, GA Employee since 2015

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E M P L OY E E A P P R E C I AT I O N W E E K & W H AT I L E A R N E D D U R I N G T H E PA N D E M I C

LEARNED DURING THE PANDEMIC

This pandemic definitely challenged me, but I learned that I am stronger than I ever imagined. We can truly do ANYTHING that we put our mind to, and having an amazing team that supports our community makes it all possible!


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HIRING DURING

COVID

While COVID-19 has presented us with plenty of challenges, it’s also given us a chance to take a closer look at the way we do things, and, in many cases, we’ve been able to create some real change for the better. Our ongoing company focus on technology and innovation has proven invaluable in easing the transition from face-to-face interactions to a more tech-driven approach, and our recruiting and interviewing process is no exception. Instead of racing to fill empty seats, we’ve always been big believers that taking the time to hire candidates who are a great fit for our company culture works out best for everyone in the long run. When it became clear that we needed to rethink our in-person interviews and pre-employment checks, we jumped into action finding new ways to deliver an awesome candidate and hiring manager experience while still hiring rock stars who are up to Venterra’s standards. Big changes in the interviewing process included moving face-to-face interviews to the virtual world with the help of Microsoft Teams, replacing inperson candidate assessments with virtual counterparts, and moving candidate assessments from occurring on-site during the interview phase to online as part of the initial screening process. Additionally, our shift from paper to electronic drug screen requests has helped saved candidates an extra trip into our offices. In the end, all these changes have resulted in a more efficient and streamlined interview process for all involved. Our candidates and hiring managers are saving countless hours with interview travel time now a thing of the past, by having qualified candidates identified earlier, and by automating the final checks that previously required manager action. User-friendly virtual, video, and online assessments have created a more engaging, hands-on, interactive, and flexible candidate experience. In-turn, our managers can better gauge their candidate’s sense of urgency and comfort with technology. And, most importantly, these changes have helped keep our current and future employees safe during uncertain times. We can’t see every change coming, but, thanks to the creativity, candid communication, and flexibility of our team members, we can confidently face whatever the future might have in store. And, if the past is any indicator, we can expect to come out on the other side a stronger and more unified Venterra.

EASTIN ISAAC

Experience Leader Senior Recruiting & Brand Specialist Venterra Corporate Office Employee since 2010


We are so grateful for the hard work that went into planning the shift to virtual and for the tools that enable us to continue interviewing.

MICHELE BUDZ

Experience Leader, Community Manager Park West, Dallas, TX Employee since 2017

The mock tour process during the leasing hiring process is FANTASTIC. I can see this process being a game changer in helping us identify candidates for hiring. We really enjoyed our experience with the mock tours and would like to keep this practice even in the absence of the pandemic.

DUSTIN CRANDALL

JENNIFER MENDEZ

Experience Maker, Better Living Manager Ventana, San Antonio, TX Employee since 2016

The maintenance videos we request as part of the interview process give you a great sense of how well an employee can explain the repair to a less experienced team member or resident. It gives you a sense of their personality that can’t always be captured in a more formal interview process.

SONDRAH LADEN

My Better Living Consultant gave me a tour of an airplane hangar. Let’s just say I was ready to hire her!

Experience Leader, Regional Manager Kentucky & Tennessee Region Employee since 2020

KATHRYN DEVINE

Experience Leader, Community Manager Bradford Mills Lofts, Louisville, KY Employee since 2019

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HIRING DURING COVID

I’m all for virtual interviews! They save our candidates a commute to our office and give them an opportunity to interview in an environment where they are most comfortable... their home! I think when candidates are relaxed they interview better because they are their natural selves.

Experience Leader, Sales Manager Venterra Corporate Office Employee since 2014


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INDEX


FLORIDA

NORTH CAROLINA

TEXAS ( C O N T I N U E D )

Citrus Run 38

Town Station Lofts 18, 19, 59, 64, 69, 81, 124, 127

Cobblestone at Eagle Harbor 34, 47, 100, 122, 130, 140

TENNESSEE

Silverbrooke 32, 33, 38, 45, 59, 62, 68, 69, 82, 86, 87, 94, 95, 99, 101, 107, 113, 120, 121, 122, 123, 125 South Shore Lakes 45, 82, 85, 103, 121, 123, 124, 132, 147 St. Andrews 35, 44, 57, 59, 69, 113, 140 Stonecreek Ranch 76, 85, 120, 125 The Cape at Grand Harbor 125, 131 The Palazzo 45, 59, 77, 112 The Park on Wurzbach 41, 63, 84, 121, 143 The Phoenix 35, 41, 81, 90, 122, 123, 125 The Retreat 57, 122, 123, 125 The Vinings 69, 76, 124 Timber Mill 45, 71, 91, 96, 77

Falcon Square at Independence 34, 35, 55, 68, 77, 97, 98, 118, 119, 120, 123, 125 Gateway North 33, 34, 98, 120, 147 Links at Windsor Parke 58, 99, 125 Northbridge at Millenia Lake 18, 19, 32, 46, 47, 56, 64, 68, 116, 130, 131, 138 The District Universal Boulevard 69, 103, 119, 124 Valencia at Westchase 41, 94 Village Walk 76, 112 Villas Continental 64

GEORGIA Apex West Midtown 18, 69, 117, 120, 124 Axial Buckhead 35, 119, 121, 124, 125 Balmoral Village 46, 58, 65, 101, 123 Champions Green 34, 64, 128 CoHo 35, 59, 76, 91, 124, 125, 129 The Maddox 57, 123 The Whitney 118, 122 Tree Park 35 Tuscany at Lindbergh 37, 41, 47, 57, 58, 59, 77, 107, 113, 117, 122, 123, 125 Villas at Newnan Crossing 33, 45, 58, 70, 76, 81, 84, 86, 93, 102, 122, 123, 136, 147

KENTUCKY Bradford Mills Lofts 34, 71, 96, 149 Clearwater Farm 44, 56, 100, 123, 125 The Metropolitan 33, 62, 71, 82, 103, 116, 122, 128, 138

West 46th 47, 57, 72, 82

TEXAS 4123 Cedar Springs 18, 19, 33, 44, 57 Bala Woods 34, 81, 92, 122, 128 Belterra 45, 80, 107, 124, 125, 135 Calais Midtown 58, 123 Carlyle Place 34, 38, 65, 72, 73, 77, 80, 121, 123, 129, 140 Carrington at Park Lakes 45, 121, 122, 123 Coles Crossing 56, 58, 72, 123, 125 College View 124 Elation at Grandway West 121 Estancia at Morningstar 34, 36, 46, 47, 63, 68, 82, 95, 120, 121, 122, 123, 124 Fairways at South Shore 33, 71, 86, 116, 123 Forest View 34 French Place 62, 65, 98, 127 Park West 65, 76, 77, 121, 122, 123, 124, 127, 149 Preserve at Baywood 34, 59, 120, 121, 123, 124 Preserve at Colony Lakes 63, 102, 121, 122, 140 Republic Park Vista 37, 46, 62, 116, 118, 120, 122, 124, 65 Riverbend 32, 57, 64, 71, 73, 85, 87, 101, 122, 124, 139 San Palmilla 55, 68, 80, 82, 84, 112, 120, 121, 122, 124 Shadowbrooke 57, 58, 76, 97

Ventana 47, 63, 64, 86, 97, 125, 149 Venue at Hometown 18, 45, 87, 102, 124, 125 Villa Lago 70, 72, 92, 117, 119, 120, 122, 123, 125, 128 Westover Oaks 68, 99, 120, 121, 131, 136 Zang Triangle 56, 65, 81, 100, 121, 123, 124, 125

VENTERRA CORPORATE OFFICE

7, 11, 14, 17, 19, 21, 42, 50, 51, 53, 54, 73, 83, 90, 105, 107, 110, 115, 120, 121, 129, 135, 138, 140, 141, 143, 144, 147, 148, 149

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One of the things I found interesting about Venterra (even before I joined) was the 7 Core Values. Many companies have mottos, taglines, or “core values” that they suggest are their guiding rules, but you don’t see them referenced much, if at all, and they are followed even less. I liked what I saw on Venterra’s website and as I talked to each person in the interview process I was pleasantly surprised how these values were realized in the conversations. Fast forward a few months later — I continue to be impressed (and no longer surprised) by the fine people I encounter each day. So much change has been thrown at everyone the past year, and everyone just absorbs it and continues to ask: “How can we make this better?” Don’t even get me started on “WOWs” — I thought I was tough until I started reading these and literally had to put the Venterra Experience Book down! So I ask myself every week: “Do you know how lucky you are to be part of such a company?” I do and I’m no longer surprised.

JAMES KAYE

Experience Leader, Implementation Engineer Venterra Corporate Office Employee Since 2020

This review is solely from my first impression, but if living here is anything like my virtual tour experience I’d be thrilled to live here. Laura is amazing! I could just feel her great energy through the phone. She explained everything in great detail and I really hope I can move here just to be her friend! The unit was beautiful and it has all of the features I have been looking for. If you are interested in this community, talk to Laura! She definitely made my day! She never asked for a review but I enjoyed her so much I did one myself! Keep her around; she makes people like me want to move in! COURT AUGUSTIN GOOGLE REVIEW The Retreat, Richmond TX

THE VENTERRA EXPERIENCE | 12TH EDITION | VENTERRALIVING.COM

Profile for Venterra Realty

The 2020 Venterra Experience Book- 12th Edition  

The 2020 Venterra Experience Book- 12th Edition  

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