Some go by actual rents, some put in pro forma rents based on market rates if there's a lot of vacancies, some list actual expenses, some list expected expenses based on historical records, most will never include "one time" maintenance or repair items that actually recur regularly, and then some will put in vacancy contingencies and maintenance & repair contingencies and some don't, some include management fees some don't, some leases are NNN or NN or some mix of that or just flat rent, some property's pass through expenses are reconciled while some are partly reconciled while some tenants might have a clause that their rents can not be reconciled and some property owner don't know that means. 

@Danny Randazzo thank you Danny, def a recurring recommendation so I will heed all this advice!

To encourage them to pay online on a scheduled recurring basis, I was thinking of offering them a one-time gift certificate.

My accounting business just used a coach who helped us increase monthly recurring revenue by 30%.

I had to fire my previous one who was terrible about service and am so happy I did.Other - I'd add a recurring pest control, which is about $85/3months so a little less than $30/month.You should self manage and self pest control while you live there.

Unfortunately, every 3 years those errors can recur requiring another challenge.And, sadly, logic and common sense don't always matter. 

Many of these costs are not recurring, so expect more taxes for 2021.

Find and plug the source of the problem (could be a gap in the exterior of the home through which raccoons find their way in)On a side note: if your property was vacant for sometime (assuming during the late winter months) it could have encouraged raccoon activity, so I don't think this will be a recurring expense.

It may be best to wait as long as possible and try to get some facts rather than saying the wrong thing.At the same time, I would try to find data showing the neighborhood is safe and that this was a one-time situation, not a recurring pattern of behavior.

PM if you'd like me to set up a recurring multi-family search.