Frequently Asked Questions

1. Am I locked into a 1-year Management Agreement?

No, all of our Management Agreements are month-to-month.

2. When do your services begin?

As soon as you complete the Onboarding Worksheet including the client to-do list, which we will provide for you. For vacant units our services begin once the unit is rent-ready and the Onboarding Worksheet is complete, including the client to-do list.

3. How do tenants pay their rent?

Most tenants pay rent directly from their Tenant Portal. They can pay using their bank account or a credit card. They can also set up automatic recurring payments. Additionally, we have a cash payment option.

4. When will I get paid each month?

We will deposit your monthly owner distribution directly in your bank account around the 10th of each month. 

5. Do you pay my bills for me or do I continue to pay my bills?

We will take over paying bills for all services that we need to oversee. For example, we will pay the landscaper, pest control, pool person, etc. Unless you prefer otherwise, you continue paying your mortgage, insurance, HOA, etc. 

6. Is leasing included in the monthly management fee?

For the Freedom Package, yes. Our Leasing Fee is half a month’s rent and it gets credited toward monthly management fees for the Freedom Package. For example, for a single unit property, after we get the unit leased we will collect half a month’s rent and you will not pay any management fees for approximately seven months.

For all other packages, Leasing is an a la carte service.

7. When you lease a unit for me, do I choose the rent amount or do you choose the rent amount?

You choose the rent amount. We will guide you with an in-depth market analysis, looking at live comps and historical comps, and recommend a pricing strategy based on market conditions and listing performance.

8. When you lease a unit for me, do I choose the tenant or do you choose the tenant?

You decide who you prefer to be the decision maker. You can stay involved or be completely hands off. You will have access to all application documents from your Owner Portal. If you choose to give the final approval, we will vet all applications and provide our recommendations to approve or decline an application. We will also provide guidance on following Fair Housing laws and other state and local leasing rules.

9. When is the Leasing Fee due?

For most units, the Leasing Fee is due when a lease is signed with a qualified applicant.

In rare situations where a unit remains on the market substantially longer than expected due to factors outside of our control — including pricing and property condition — we may require a portion of the Leasing Fee to be paid before leasing is completed. We will always communicate with you in advance before doing so.

10. If I want to be completely hands off in the leasing process, how can I be sure you will choose a good tenant?

All applicants are required to complete an in-depth questionnaire, provide employment information including length of employment and supervisor’s contact info, bank statements and income statements, previous rental addresses and landlord contact info. We obtain references, pull their credit reports showing all credit lines and payment history, check for any debt in collections and number of recent credit inquiries. We perform background checks and verify IDs electronically. Additionally, applicants can link their bank accounts to their application to verify income via deposit history, rent payment history, monthly balance history, and monthly credits vs debits history. 

We treat all properties like they were our own, and we would not approve any tenant for your property that we would not approve for our own. Aside from the obvious requirement that a tenant can pay rent, the two most important qualities of a good tenant are having integrity and being a reasonable person. We have an excellent track record of approving trustworthy tenants.

11. Can you give me more information on Section 8 rules?

Yes, see HERE. 

12. Aside from the monthly management fee, are there any additional fees?

No, there are no hidden fees and we do not upcharge on repairs.

13. Who keeps late fees?

Because of the additional time required to follow up with tenants who do not pay on time, we keep late fees.

14. How will I know if you spent any of my money?

Paid expenses are shown in real time on your Owner Portal. Additionally, on the 1st of each month you will receive a Monthly Owner Statement that details all income and expenses for the previous month.

15. Can I see vendor invoices?

Yes! Vendor invoices will be available on your Owner Portal.

16. Is there a pre-approved expenditure threshold?

For our a la carte lease-only service – no.

For ongoing management services – yes: 

We require our clients to pre-approve us to go ahead and make any necessary expenditures up to $600 or $200 per unit per property, whichever is greater. This is our pre-approved limit for any one item.

We take this responsibility seriously and coordinate repairs cost effectively without sacrificing quality. We will never tell a vendor, “Just go fix it.” We first troubleshoot with tenants, research and deliver necessary materials, take measurements, etc., so when vendors go to perform repairs they have all the necessary information and materials they need. This saves time and ultimately saves our clients money on repair costs.

For expenditures over the pre-approved threshold, we will first get approval from you before spending the money. The only exception to this is in the rare instance where there is an emergency that requires us to act immediately.

17. How much of my funds do you hold in reserves?

For our a la carte lease-only service – none.

For ongoing management services:

We hold on to the greater of $1200 or $300 per unit per property. We use these funds to pay for expenses and then replenish the reserves after the tenants pay rent. 

18. Is there anything else I should know?

Yes.

Successful property management is rarely a completely hands-off process. While we handle the day-to-day operations, there are times when owner input, background information, or approvals are necessary to achieve the best outcomes.

The clients who benefit most from our services understand that property management is an ongoing business process rather than a set-it-and-forget-it service. They recognize that effective management often involves collaboration, including discussing maintenance findings, reviewing vendor proposals, evaluating leasing strategies, making decisions regarding major repairs or improvements, and responding to changing market conditions.

Our most successful client relationships are built on communication, trust, and shared goals. We keep owners informed, provide professional guidance, and proactively address issues as they arise. In turn, our clients appreciate being kept in the loop and understand that thoughtful communication is often what allows small issues to be resolved before they become larger problems.

We believe the best results are achieved when owners view their property manager as a trusted advisor and partner in protecting and improving the long-term performance of their investment.