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Administrative Plan 7/1/2025 Page 13-3 <br />Retention <br />In addition to recruiting owners to participate in the HCV program, the PHA must also provide <br />the kind of customer service that will encourage participating owners to remain active in the <br />program. <br />SAHA Policy <br />All SAHA activities that may affect an owner’s ability to lease a unit will be processed as <br />rapidly as possible, in order to minimize vacancy losses for owners. <br />SAHA will provide owners with a handbook that explains the program, including HUD <br />and SAHA policies and procedures, in easy-to-understand language. <br />SAHA will give special attention to helping new owners succeed through activities such <br />as: <br />Providing the owner with a designated SAHA contact person. <br />Direct deposit for issuance of HAP. <br />Free listing of vacant units on www.AffordableHousing.com <br />Coordinating inspection and leasing activities between SAHA, the owner, and the <br />family. <br />Initiating telephone contact with the owner to explain the inspection process and <br />providing an inspection booklet and other resource materials about HUD housing <br />quality standards. <br />Providing other written information about how the program operates through a <br />landlord handbook, including answers to frequently asked questions. <br />Providing monthly electronic newsletters via email to update owners when <br />changes occur to the HCV program by HUD or SAHA. <br />Additional services may be undertaken on an as-needed basis, and as resources permit. <br />EXHIBIT 1