February 9, 2026

Welcome to People and Properties, the Cohen-Esrey newsletter where we celebrate the successes of our team members and keep you informed about what is happening in the Cohen-Esrey world. If you have something you would like to share or an achievement that you would like to celebrate, please send it to Lee Harris at lharris@cohenesrey.com. If you are on a property, please print and distribute this newsletter to each member of your property team. You can also find People and Properties on KnowledgeNet. Click here to view previous editions.

Cozy Living in Sioux City

Built in 1983, the Shire I and II Apartments are located in Sioux City, IA. Cohen-Esrey Communities (CEC) manages the 64-unit affordable housing property for a third-party client. Residents have high-speed Internet access, Wi-Fi, wheelchair accessible rooms, common laundry facilities, and elevator service. The property is designated for older adults (62+ years of age) or persons with disabilities. Residents can choose one-bedroom apartments of 549 square feet renting for $1,094 per month, or a slightly larger one-bedroom of 655 square feet renting for $1,109 per month. Section 8 rental assistance is available for qualified residents meaning they will pay approximately 30% of their gross adjusted income as rent. Shire is situated adjacent to the 1.23 million square foot Southern Hills Mall with tenants such as JC Penney, AMC Theaters, Scheels All Sports, and Barnes and Noble. The apartments are less than four miles from the Missouri River which is also the state line between Iowa and Nebraska.

Sioux City, IA,, (pop. 146,000) sits along the Missouri River in the state’s northwest corner, where Iowa, Nebraska, and South Dakota meet. Known historically as a gateway to the American West, the city grew rapidly in the late 19th century due to river traffic, railroads, and the meatpacking industry. Today, Sioux City blends its industrial roots with cultural and recreational attractions that reflect both its history and its evolving identity.

The city is home to the Sioux City Public Museum, which highlights regional history, and the Lewis and Clark Interpretive Center, commemorating the famous expedition that passed through the area in 1804. Outdoor spaces play a big role in local life, with riverfront trails, Stone State Park, and scenic overlooks offering opportunities for hiking, biking, and wildlife viewing.

Sioux City also has a lively arts and music scene, anchored by the Orpheum Theatre and annual events like Saturday in the Park, a long-running summer music festival. With a strong sense of community, affordable living, and deep Midwestern character, Sioux City offers a distinctive blend of history, culture, and small-city charm.

Stacey Spangler (2025), is the Property Manager, and Eulalia Mendoza (2025), is the Regional Manager. Jalen Havel-Stephens (2024), is the Property Accountant, and Megan O’Connell (2025), is the Accounting Assistant. Jack Traeger (2023) was the Development Director, Lauren Cano (2021) was the Development Manager, and Michele Kiehl (2023) was the Construction Project Manager.

We welcome the following new team members to Cohen-Esrey and the Nexus 5 Group.

Ash Davis – The Landing at 818, Sun Prairie, WI – Property Manager
Sparkle Cooper – Woolworth Estates, Omaha, NE – Assistant Property Manager
Davion Echols – Tower Village, St. Louis, MO – Make Ready Technician

Meet the Sinclair Flats/Lewis Lofts Team

Meet the Sinclair Flats/Lewis Lofts team. (L to R) Joel Jarvi (2024), Maintenance Technician; Denise Gonzalez (2025), Property Manager; and Jamat Hassan (2025), Leasing Agent.

Sinclair Flats (48-units) and Lewis Lofts (64-units) are adjoining sister properties located in Mankato, MN, that were developed by the Cohen-Esrey Development Group (CEDG) and are managed by Cohen-Esrey Communities (CEC).

Transformational Construction

Construction continues at Cohen-Esrey Development Group (CEDG) future communities.

Putting the finishing touches on the exterior and the fitness center at the Lofts at Creekview in San Antonio, TX.

An aerial view of the new clubhouse at Heritage at Cottonwood Creek in San Marcos, TX.

Furniture has been delivered and installed in the clubhouse at the Heritage at Cottonwood Creek in San Marcos, TX.

Roof decking has been installed at Overlook 157 in Asheville, NC.

HR Corner

By Gina Long (2022), Human Resources Business Partner

Have You Reviewed Your Benefits for 2026?

For the 2026 plan year, Cohen-Esrey moved dental, vision, and financial protection insurance to UnitedHealthcare (UHC). Financial protection insurance includes Accident, Hospital Indemnity, and Critical Illness coverage.

If you haven’t already, download the UHC app. Look for the UHC logo in your app store!

With the UHC app, you can access your dental and vision ID cards, as well as your Gold, Silver, and Bronze medical plans—all in one place.

If you enrolled in the Surest medical plan, you will also need to download the Surest app. The Surest plan is still a UHC plan; however, you will continue to use the UHC app to access your dental and vision cards.

The Surest app logo is purple and appears as follows in the app store:

These apps allow you to view ID cards, track claims, and find in-network providers.

Our Benefits HUB is always available online at: 2026 Cohen-Esrey Benefits.

This site is a valuable resource for detailed plan information, including plan summaries, required notices, and prescription coverage details.

As a new hire, your benefits are effective on the first day of the month following 30 days of employment.

If you ever need assistance, HR is here to help! Please contact Gina Long, HR Business Partner, or Jen Miller (2025), Director of Human Resources.

Second Mile Service: How to Turn Residents into Raving Fans (Part 1)

By Kipp Keffel (2024), Director of Training and Customer Fulfillment

In the multifamily industry, “good service” usually means we did what we promised. We answered the call, addressed the concern, completed the work order, sent that follow-up e-mail, and stayed professional. That is the first mile, and the first step, and it matters!

Second Mile Service is what happens next: the thoughtful, often small “extra” that makes residents feel genuinely cared for and not just processed like they are a task on a to do list.

It is not about spending extra money or bending rules to accommodate the needs of our residents, but it is about adding a layer of intentionality. Clarity, empathy, personalization, and follow-through.

To put it simply, Second Mile Service is meeting the standard, and then elevating it to a memorable experience that leaves a lasting impression on that resident. How can we take expectations, and elevate them to a level that turns our residents into our biggest advocates?

Chick-fil-A is an organization that has championed this concept, and it has had a lasting impression on the organization. Averaging in the mid to high 70s on NPS metrics, and customer retention in the high 80s. Recognized for 11 straight years as the highest rated Quick Service Restaurant for Customer Service, 15% of all Chick-fil-A customers visit the restaurant at least four times per month. Why? If you want a chicken sandwich you can go just about anywhere, but if you want an experience that has a lasting impression, you go to Chick-Fil-A. From the use of “my pleasure” to the use of customers names, it is little things that turn an okay encounter into an experience you talk about, and frankly, rave about. What is the difference between Chick-Fil-A and us, besides delicious milkshakes? Is that Chick-Fil-A workers on average have 20 seconds to build a relationship, we have significantly more time to build that rapport and provide exceptional experiences and frankly, have no excuse to not take that time.

Why Second Mile Service matters in multifamily:

Most residents do not renew because we have the newest appliances. They renew because living here feels easy, respectful, and consistent.

Second Mile Service allows the property to do the following:

Increase renewals by strengthening trust and emotional connection.
Reduce escalations because residents feel heard early.
Improve online reputation through experiences people want to share.
Boost efficiency long-term: fewer repeat calls, fewer misunderstandings.
Build team pride: providing service feels meaningful, not transactional.

Now this is all good and well, but what is Second Mile Service, and what is it not:

It is:

Proactive communication.
Personal, consistent touches.
Clear expectations and follow-through.
Ownership: “I’ve got you.”
Respect for residents’ time, space, and stress.

It is not:

Ignoring policies, leases, or fair housing requirements.
“Whatever the resident wants.”
Overpromising.
A cost-heavy giveaway strategy.
Doing more work so others do not have to.

Second Mile Service should be scalable and consistent. something any team member can do without special permission or big budgets. Little things go a long way in the resident experience.

Second Mile Service + consistency (a quick fair housing reminder)

Second Mile Service should be equally available to all residents. The goal is not special treatment; it is about an elevated experience for our residents and prospects.

Good guardrails:

Use the same service standards and communication cadence for everyone.
Offer the same options/resources when possible (times, processes, explanations)
Document key interactions consistently.

If something is outside policy, the Second Mile move is not “breaking the rule.” It is delivering the ‘no’ with clarity, empathy, and alternatives.

How to build Second Mile Service into daily routines

Second Mile Service works best when it is a habit, not a heroic moment.

Try these team habits:

Daily “top 3” follow-ups: each person identifies 3 residents who need an update today.
Work order completion message standard: what you did + what to expect + invite reply.
Handoff clarity: who owns the next step and when the resident will hear back.
One-minute pre-shift huddle question: “What’s one second mile thing we can do today?”

Measuring Second Mile impact

You do not need a complex dashboard to see if it is working. Look for:

Fewer repeat calls on the same issue.
More “thank you” replies and fewer escalations.
Improved resident survey comments (quality improves before scores do)
Better review sentiment (“responsive,” “kept me updated,” “felt cared for”)
Higher renewal conversations and conversions that sound like: “We like the team here and would love to stay.”

The bottom line

First mile service earns a resident’s satisfaction.

Second Mile Service earns their loyalty.

It is built in dozens of small moments: a clear update, a thoughtful follow-up, a respectful entry, a “here’s what happens next,” a quick prevention step. Those moments are what residents remember and what turns a “nice apartment” into “my home.”

In the next issue of People and Properties, we will dig into examples of what different roles can do to embrace Second Mile Service and live the motto that Chicago Bears Head Coach Ben Johnson always says, “good, better, best, never let it rest, till your good gets better, and your better gets best.” How can we go from good experiences, to better, to best in class ones for every single resident, at every single property, every single day. By embracing Second Mile Service in every interaction we have. This is not something that will take hours, it is something that you can do in every conversation you have, every service request you complete, and every tour you give.

Historic Buildings of Cohen-Esrey

Cohen-Esrey has a long history of developing and/or managing some really cool historic buildings. In this series, we feature one such building in each issue.

Falstaff Apartments

The Falstaff Apartments in New Orleans, LA, began life as a brewery long before it became housing. The original structure on Gravier Street was built in 1911 for the National Brewing Company, producing beers like Old Heidelberg and Eagle Brew in the early 20th century. In 1936, Falstaff Brewing Corporation of St. Louis purchased the plant and made it Plant No. 4 in its national system, investing in expansions that boosted employment and production through the 1940s–1960s – its heyday period. A signature feature, the 126-foot tower and “weather ball” sign, was added in 1952, becoming a local landmark that communicated weather conditions with colored lights.

Declining sales and labor strife led to the brewery’s, after which the industrial complex stood vacant for decades until its eventual redevelopment as an affordable apartment community in the late 2000s.

Cohen-Esrey Communities (CEC) manages the 147-unit property for a third-party client.

Core Value of the Month

The Delinquency Champions!

By Michele Rollo-Burns (2018), Director of Leasing and Revenue

We are replacing the Rent Growth Champions with the Delinquency Champions beginning with this month’s first issue of People & Properties. Going forward, each month we will recognize communities and teams that have excelled at rent collections. The Key Performance Indicator (KPI) is 2% or less Current Resident Rent Balances. For the month of January 2026, we have 15 properties that have met the KPI. Congratulations to each team!

A Healthy Tip

By Jennifer Miller (2025), Director of Human Resources

February Health Tips: Caring for Your Heart, Body, and Mind

February may be the shortest month of the year, but it’s packed with meaningful reminders to focus on your health. As winter lingers and routines can feel sluggish, this month is a great opportunity to reset, recharge, and show yourself some care—especially when it comes to heart health, mental well-being, and staying well during cold and flu season.

❤️ Make Heart Health a Priority

February is American Heart Month, making it the perfect time to focus on habits that support a healthy heart. Heart disease remains one of the leading causes of illness, but small lifestyle changes can make a big difference.

Simple heart-healthy tips:

Move more: Aim for at least 30 minutes of moderate activity most days of the week. Walking, dancing, or even light stretching counts.
Eat smart: Focus on fruits, vegetables, whole grains, lean proteins, and healthy fats like olive oil and nuts. Limit processed foods and excess sodium.
Know your numbers: Blood pressure, cholesterol, and blood sugar levels are important indicators of heart health—schedule regular checkups.
Manage stress: Chronic stress can impact your heart. Deep breathing, meditation, or short breaks during the day can help.

🧠 Support Your Mental and Emotional Well-Being

Winter months can sometimes bring lower energy levels or feelings of isolation, and February often highlights themes of love and connection. Mental health is just as important as physical health, and checking in with yourself is key.

Ways to boost mental wellness:

Stay connected: Reach out to friends, family, or coworkers—connection matters, even a quick message or call.
Practice self-compassion: Valentine’s Day isn’t just about romantic love. Celebrate self-love by setting boundaries, resting when needed, and recognizing your efforts.
Get enough sleep: Shorter days can disrupt sleep patterns. Aim for 7–9 hours of quality sleep to support mood, focus, and immune health.
Seek support if needed: If you’re feeling overwhelmed, talking with a mental health professional can be incredibly helpful.

🤧 Stay Well During Cold & Flu Season

February is still peak cold and flu season, so taking steps to protect yourself and others remains important.

Prevention tips:

Wash your hands frequently with soap and water.
Stay home if you’re feeling unwell to help prevent the spread of illness.
Support your immune system with balanced nutrition, hydration, sleep, and regular movement.
Keep up with recommended vaccinations and health screenings.

💕 A Month to Care—Inside and Out

Whether you’re focusing on heart health, mental well-being, or simply staying healthy through the winter, February is a reminder that caring for yourself is an ongoing practice. Small, consistent choices—moving your body, nourishing your mind, and prioritizing rest—can add up to meaningful improvements in your overall health.

This month, take a moment to show your heart (and yourself) a little extra love.

The Playbook for Making a Difference

Sue Hartwell (2024), HUD Service Coordinator at Century II in Sioux City, IA, has once again provided some interesting facts regarding resident services at her property. Sue is a Professional Service Coordinator (PSC) and recently calculated the total cost savings to residents. Cost savings is defined as an occurrence of financial savings to a resident due to the intervention or action of a Service Coordinator. Through the assistance of the Service Coordination program, 96 residents at Century II were assisted a minimum of one time by the Service Coordinator to remain independent, self-sufficient, and happy in their home during 2025. Here are the numbers compared to 2024.

Benefits/Entitlements/Insurance - $491,858 – 2025; $335,574 – 2024
Health Care/Services - $93,800 – 2025; $17,655 - 2024
Home Management - $530 – 2025; $2,962 – 2024
Meals - $58,146 – 2025; $89,628 – 2024
Total Cost Savings - $644,334 – 2025; $461,708 – 2024

Sue reported that by partnering with the Food Bank of Siouxland, she distributed 7,498 pounds of food during 2025, assisting 80 residents with a cost svings of over $56,620! The residents of Century II along with the maintenance staff annually plant a vegetable garden that includes a variety of tomatoes, peppers, squash, jalapeno peppers, green beans, cantaloupe, and strawberries. The homegrown vegetables are harvested and placed in the community room for all residents to enjoy. Sue also coordinated several educational opportunities throughout the year including blood pressure monitoring, diabetes education, strength classes, television live streaming (how to do it!), yoga classes, healthy brain training, fire safety, and emergency preparedness.

Congratulations, Sue. You have created a terrific playbook for making a real difference in the lives of many!

Upcoming Community Impact Event

We are excited to once again offer an opportunity to give back to the community by volunteering at Harvesters. We will be sorting and packing boxes of food to support those in need.

Details:

Date: Wednesday, February 25th

Time: 2:00-3:30 pm

Location: Harvesters, Kansas City Warehouse

Due to space constraints, there are limited slots available. If you are interested in participating, please respond to this email by end of day Friday, February 13th.

Harvesters provides food and related household products to more than 900 nonprofit agencies including emergency food pantries, community kitchens, homeless shelters, children’s homes and others. We also offer education programs to increase community awareness of hunger and teach about good nutrition.

Harvesters is a certified member of Feeding America, a nationwide network of more than 200 food banks. In 2011, Harvesters was Feeding America’s Food Bank of the Year and is a registered 501(c)3 nonprofit organization.

Thank you for your enthusiasm and commitment to making a difference!

Cities of Cohen-Esrey

Elmhurst, IL: A Windy City Suburb

Elmhurst, IL is a vibrant suburban city of 46,000 people, that blends small-town charm with the energy of the greater Chicago area. Located about 20 miles west of downtown Chicago, Elmhurst is known for its tree-lined streets, walkable neighborhoods, and strong sense of community. Its historic downtown is a focal point of city life, featuring local restaurants, coffee shops, boutiques, and a year-round calendar of festivals and events that bring residents together.

The city places a high value on culture and education. Elmhurst University, founded in 1871, adds a collegiate atmosphere and contributes to the arts, athletics, and community engagement. Nearby, the Elmhurst Art Museum and the Illinois Prairie Path highlight the city’s commitment to creativity and outdoor recreation. Parks, playgrounds, and bike trails are woven throughout Elmhurst, making it an appealing place for families and active residents alike.

Elmhurst also has a rich architectural heritage, with well-preserved homes ranging from classic bungalows to stately Victorian houses. This mix of history and thoughtful development gives the city a distinctive character while still accommodating modern growth. Excellent schools, convenient Metra rail access, and proximity to major highways make Elmhurst both livable and connected.

Overall, Elmhurst stands out as a community that balances tradition and progress. It offers the comfort of suburban living without feeling disconnected, making it a place where people not only live, but truly put down roots and stay engaged with their neighbors.

Cohen-Esrey manages a 315-unit market-rate apartment community – Elmhurst Terrace – in Elmhurst, owned by a Cohen-Esrey Apartment Investors (CEAI) partnership.

An Empowerment Story

By Residents of The Launchpad

In recent editions of People & Properties, you have read about a 50-unit apartment community called The Launchpad developed by the Cohen-Esrey Development Group (CEDG) in Colorado Springs. This property is a real “feel good” story as it provides supportive housing for homeless youths in Colorado Springs. When a young person in foster care turns 18, they are literally “out on the street.” The Launchpad is meeting the needs of the community to provide affordable housing and supportive services for these young people. Property Manager Taylor Branch (2025), has provided a few of the success stories of some of the residents. For privacy reasons, we aren’t publishing the full names of these residents but their stories of Empowerment will warm your heart.

"Before coming to The Launchpad, Roger had spent a few years in the Department of Corrections. After serving his time, he returned to Colorado Springs with no job and no place to live. He stayed at the local rescue mission and received services through The Place Outreach Team. He was identified for The Launchpad and needed support obtaining his vital documents to accompany his application. Roger moved into his apartment and finally had a place to call home. He is still on parole and is required to check in with his parole officer every day. He recently completed a job training program and is employed full time. Without The Launchpad providing him a safe and stable place to live, he would not have been able to move forward and change the trajectory of his life."

A Fun Photo!

Here’s a photo from the 2010 Cohen-Esrey Christmas Party of Heidi and Mark Fletcher (2008), Chief Operating Officer.

NPS Leaderboards

The three NPS Leaderboards have been updated as of February 6, 2026. In the 50-Units or Less category, Mills Crossing (Salem, IL) maintained its lead with a perfect NPS of +100! In the Properties 51 to 120-Units category, Pam Apartments (Pampa, TX) stayed in the lead with an NPS of +93.75. And in the Properties of More than 120-Units category, the leader for the second month is the Falstaff Apartments (New Orleans, LA), with an NPS of +66.67. There are 27 properties on Leaderboards – five more than last month. Our overall NPS has remained strong and currently stands at +37!