Resident Handbook

Resident Handbook

Thank you for choosing to rent a property through us. We are a property management company that leases and cares for homes for a wide variety of property owners. The following information will be useful to you during the time you reside in one of our properties.

Issuance of Keys

Keys to your property will be issued on the day before you are entitled to occupancy during our normal business hours. If the day you are entitled to occupancy falls on a Sunday or holiday, we will issue keys on the last business day before you are entitled to occupancy. All deposits and rent due must be paid prior to issuance of keys in certified funds.

If you require keys to be issued at a time other than that outlined above, a lock box containing keys to the property can be placed at the property. The fee for placing a lock box is $50.00, of which $25.00 is refundable upon return of the lock box to our office. All deposits and rent due must be received in our office prior to providing you with the lock box combination. You must contact our office during normal working hours to obtain the lock box combination

Moving In
We have made every effort to have your home in good condition for your arrival. At the time you signed your rental agreement, you were provided with a Move-In Inventory and condition form. You should complete this document and return it to our office within seven days following the signing of your rental agreement. The Move-In Inventory form is for your protection. You should list any pre-existing damage or deficiency in the property. We will utilize this form when we conduct the move-out inspection when you vacate the property. It is therefore in your best interest to carefully complete the form. Should you believe it necessary, you are welcome to provide photos or other documentation.
Payment of Rent
In almost all cases, your rent will be due on the first day of each month in our office. Rent is paid based on receipt in our office not postmarked date. For your convenience we offer the service of debiting your bank account on the first of the month for the rent amount, or accepting credit or debit card payments through logging into our tenant portal on the website. This service guarantees that your rent will be timely paid and you will not be charged a late fee due to a post-office delivery delay or a lost check. Late fees are levied the day after your rent is due on your rental agreement. Our standard late fee is 5% of Monthly Rental amount. WE DO NOT WAIVE LATE FEES.
Late Fee Policy
Late payment fee is 5% of Monthly Rental amount. Rent is considered late if payment is received on/after the 6th day of the month for which the payment is being made. If your rent is received one or more days late you will be charged the late fee as set forth in the rental agreement. Your rental agreement states that rent, late charges, and other legitimate charges will be posted to the resident account. Payments received are applied to the oldest outstanding charge first. If there is an outstanding charge on your account when your rent is due, payments will be applied toward the outstanding charges first and then toward the current rent charge. If the payment is not sufficient to cover past due charges as well as the current rent charge, your current rent will be short. If the rent is short you will incur a late charge. To avoid late charges be sure to pay all rent timely and any charges posted on your account by the time your current rent is due.
Returned Checks
A $35 Returned Check fee will be charged to all residents for returned checks or ACH bank draft charge backs for whatever reason. In addition, the resident will lose the privilege to submit payments via check or electronic ACH bank draft for a period of twelve (12) months. All future payments would have to be made via certified bank funds, money order, or credit card. You will be charged this fee even if the check clears upon re-submission to the bank. In addition, if the returned check is for payment of rent, you will be charged late fees through the date the check clears the bank on re-submission or until you provide certified funds to pay for the returned check. Depending upon the date the check is returned, you also may receive a three-day notice of non-compliance with your rental agreement. The charge for posting this notice (currently approximately $35.00) will also be charged to you.
When you signed your rental agreement, you gave us a deposit to cover any potential damage to the property, cost of painting and cleaning at the end of your residency, removal of trash and other debris left behind, unpaid utilties, or unpaid rent. YOUR DEPOSIT MAY NOT BE USED AS YOUR LAST MONTHS RENT.
Gas and Electric Service
Please allow sufficient time prior to move-in to contact the utility companies to arrange for services to be turned prior to occupancy. We can assist you with contact information in most cases.
Telephone and Cable Service
It typically takes a few days to arrange for phone service. Should you require additional telephone lines or phone jacks, it is your responsibility to pay for any changes made.

Maintenance and repairs are generally the items of most concern to our residents.  For after hours maintenance emergencies in Baltimore, please call our office at 410.494.2662 and 410.742.5577 in Salisbury.  Our voice mail system will give you instructions for reporting the emergency.

Minor maintenance issues should be reported to the community manager assigned to your property.  It may take as long as two weeks to complete minor repairs.  As community managers, we are required to get permission from the property owner prior to undertaking many repairs.

You will be billed for a service call under the following circumstances:

  • You scheduled a service call appointment and failed to be present at the scheduled time.
  • You requested service for a non-existent problem.  This includes re-setting a breaker or Ground Fault Interrupter (GFI) to restore electrical power and re-setting a breaker on a garbage disposal.
  • The problem was caused by improper use of the provided facilities.  The classic case is the child who flushes a toy or other item and which results in a clogged sewer line.
Specific Maintenance Issues

Please pay particular attention to the following maintenance items:

  • Washing machine hoses.  Should a washing machine hose break on a washing machine provided by you, you will be responsible for the cost of returning the property to good condition.  Washing machine hoses are not designed for constant pressure.  Water to the washing machine should be turned off at the wall between uses.
  • Winterization of sprinkler systems.  Most homes have sprinkler systems.  It is your responsibility to turn the system off prior to the arrival of freezing weather.  Contact our office if you require information regarding the particular system at your property.

Our Offices

Baltimore Office
  1261 E. Belvedere Ave.
     Suite O
     Baltimore, MD 21239
Eastern Shore Office
  925 Eastern Shore Drive
     Suite 1
     Salisbury, MD 21804

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