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Owner Frequently Asked Questions

  • Q: What happens when a tenant doesn’t pay rent?

    A: Rent is due on the 1st of each month, with a grace period until the 5th. If rent is not received by then, we adhere to the following procedure:

    1. On the 6th we contact the tenant in different ways, email, telephone, and mail a 5 day notice to quit is sent out.
    2. If no response or payment is received by the 11th day, eviction proceedings are commenced, prepared by an attorney (the majority of tenants pay following receipt of this notice)
    3. If no response or payment is received within 48 hours of this notice, a court date is scheduled within 15-21 days, at which time they are evicted
    4. Tenant is given detailed move-out instructions including consequences of leaving property in less than satisfactory condition
    5. Any unpaid charges not covered by security deposit will be pursued through a professional collection agency
    We have designed a firm collection system because a tenant who falls behind in rent by more than one month is rarely able to get caught up. We can help tenants with legitimate problems or special circumstances find assistance from various organizations, but if they cannot pay rent, we will find a tenant who can.
  • Q: How do owners get paid?

    A: We are flexible when it comes to paying property owners. We are confident that we can find a method that will work for you. We collect all payments from the tenant. Each month you receive a detailed statement that accounts for all payments and expenses on your property. All rents and other payments are deposited into an account. We will deduct our management fee and any other expenses that have been authorized and send the balance to you. We post statements and process payments each month. Payments are sent to owners by direct deposit and statements are sent by e-mail and/or accessed through your web portal. Owners can access custom reports and previous statements anytime online.
  • Q: What happens when a tenant moves out?

    A: Tenants are required to give us a written 60-day notice prior to moving out. When we receive this notice the tenant is given a Move-Out Packet. This packet gives them detailed instructions on how to leave the property in great condition. It includes a cleaning checklist, key and utility instructions, charges for needed cleaning and repairs if necessary, and deposit return procedures. Tenant security deposits are held in a trust account until the tenant moves out.

    Once the tenant moves out, we perform a total property inspection and use the deposit to cover any damages or cleaning that is needed to return the property to its rent-ready condition. We return the remaining deposit money to the tenant with a full accounting of what was performed. We love it when we can return a full deposit to the tenants because this means the property is ready to be rented again.
  • Q: What about pets?

    A: Whether or not to allow pets is your decision. We have found that over 40 percent of renters don’t have pets and 60 percent do. If you choose not to allow pets, please understand that it may take longer to rent the property. Conversely, by not allowing pets, you lower the risk of damages. If you decide to allow pets, we recommend that you set a limit of two pets and set weight restrictions according to your property size. We also recommend adding a $300-$500 non-refundable pet fee. Our inspection process always includes a careful search for pet damage and smell. Generally speaking, good, clean people have good, clean pets. The pet(s) is/are also included in the lease and pet information and picture are included.

    *It should be noted that if a tenant has proper documentation for a companion animal as allowed in the Fair Housing Act then we are obligated to allow these animals. The tenant is still responsible for any damages caused by the animal.

  • Q: Do I get to approve maintenance?

    A: Yes. Some owners want to be contacted about every maintenance issue while others only want to know about major items. To accommodate our owners we have a maintenance approval amount that can be adjusted if necessary. The standard amount is $250. This means that if the repair is going to be under $250, we will take care of the issue, keep your tenants happy, and you will see it documented on your statement. If the repair is going to be over $250 then we contact you to discuss the options and get approval.

    Our vendors are trained to look for warranties when possible. We are also able to negotiate better prices and services because of our volume and experience. Sometimes we do not know the cost to repair an item until it is diagnosed. When this happens, we will contact you with details and estimated costs as soon as the issue is diagnosed.

    Per the lease agreement, tenants are instructed to report all non-emergency repair requests through our Tenant Portal. We strive to respond to and complete most ordinary repair requests within one to three business days.

    Repairs and property condition issues tend to be the greatest source of friction between landlords and tenants. A property manager coordinates between the tenant who wants things fixed ASAP and the owner who is concerned about expenses. Keep in mind, a happy tenant is likely to renew the lease, and it is to your advantage that they enjoy a well-maintained home in which everything functions as designed.

    In many instances, communicating with the tenant over the phone will solve the problem. For example, a tripped breaker or an inoperable garbage disposal can often be fixed with a simple reset. A heating or air conditioning problem can result from the thermostat being improperly set, a loose filter door, or a blocked intake. We offer a more professional level of troubleshooting, diagnosis, and repair than many other property management companies.
  • Q: My friend works in construction. Will you use him to perform repairs?

    A: No, we only use our qualified vendors. We are not able for liability reasons to use your friends or relatives to perform work on your home unless they are in fact licensed vendors (see below).
  • Q: Will you use my neighbor Plumber, A/C Company, etc.?

    A: We will be happy to invite them to join our vendor list, if they are qualified, licensed and insured, but we can’t promise that a specific vendor will be dispatched to your home for certain repairs.
  • Q: Why are repairs so important?

    A: Nothing affects the reputation of a property management company more than the manner in which repairs are handled. Tenants judge us by almost no other measure. It therefore makes little sense to entrust vendors we don’t know, whom we have no relationship with or control over, with the reputation of our company and the relationship with your tenant. Instead, when repairs are needed, we will send our trusted vendors with whom established relationships and excellent communication exists, and they will provide the quality service we require in a professional and timely manner.
  • Q: How long of a lease do you sign?

  • Q: How much security deposit do you charge the tenant?

  • Q: How soon can you start managing my property?

  • Q: What type of properties do you manage?

  • Q: What type of reports do I get and how often?

  • Q: Who holds the tenant security deposit?