Owner FAQs

• We specialize in managing single-family, small multifamily (up to 4 units), and small mixed-use (commercial and up to 3 residential units) properties for both local and out-of-town investors.
• We have experience working with HUD Voucher (i.e. Section 8) tenants under the Philadelphia Housing Authority, Delaware County Housing Authority, and the Chester Housing Authority.
• We have taken on clients with properties that have sat vacant for years due to overdue maintenance projects. In those cases, we will complete a “make ready” assessment upfront to scope out the work required to get the property back to positive cash flow.

• A common question for you may be “will I be able to call one person for questions or updates.” Yes, you will have one main point of contact, the property manager. In the background, your properties will be managed by a team. The team includes a leasing manager and a maintenance coordinator who all report to the property manager.
• Depending on the nature of the issue, a team member may contact you directly to resolve any matters. However, you can always reach out to the property manager.
• The property manager will respond to the owner's emails by the end of the business day or by the next day by 12pm (if inquiry comes in after 5pm).

• We close out the financials for the previous month by the 15th of the following month to allow time to process any expenses that come in close to the end of the month.
• Currently, we can process by check in the mail or via ACH.

• We collect rent by mail and via our online tenant portal.
• We do not allow tenants to get behind in rent without a plan in place. Our tenant portal notifies the tenants after the 5th and we send late letters via USPS between the 7th and the 10th of the month. If rent is not collected by the end of the month, we send out 10-day notices to pay or vacate and initiate the process to file a formal court complaint.
• We have helped tenants secure rental assistance through various agencies.

We hold the tenant’s security deposit in a separate escrow account, according to PA law.

• Our goal is to respond within 3 hours during the business day.
• We use a live 24/7 answering service who can route calls to the appropriate team member on duty, during and after business hours.
• We utilize a team text line in addition to an online portal to communicate with tenants

Yes, we manage make-ready projects from defining the scope of work, obtaining estimates, and monitoring the work across milestones until completion.

• In Delaware County, you can authorize us to represent your interests in the local tenant/landlord court to file the complaint and attend the hearing. We will also send all the communications to the tenant, in accordance with the local regulations.
• In Philadelphia, it is recommended to have an attorney manage the eviction court process. We have relationships with local attorneys who can serve in this capacity. We send the communications that lead up to any hearings.
• We facilitate the removal of any remaining personal belongings after an eviction, according to state guidelines.

• Once we tour your properties and align on any next steps with the properties, such as repairs or tenant status, we can move forward.
• We will need a copy of all the leases, contact information for all tenants, and a set of keys for all properties.
• You will be asked to sign our property management agreement for a one-year term that auto-renews for a month-to-month period.
• We will collect the initial set-up fee plus the $300 escrow reserves.

• Each month, you will receive a monthly report that shows all your portfolio’s financial transactions, showing the details for all expenses paid. In this report, we will also highlight expected future repairs as well as tenant move-ins and move-outs. Often additional narrative is shared via email along with the formal report.
• We offer quarterly planning sessions via Zoom to discuss future planning.
• We provide a detailed end of year report and submit a 1099 for your gross rents collected for the prior year.

• We invest in an in-depth tenant screening process to find higher quality tenants who are more likely to stay longer.
• We start with a rental analysis to set the target rent for the unit.
• We advertise on various online portals, depending on the unit.
• We use a tenant management system to screen applicants by basic criteria (ie. Credit score and eviction history) prior to booking showings.
• We complete a background, credit, and reference check for all tenant applications.
• We conduct an interview on Zoom with all applicants to get to know the individuals or families before any approval.
• We conduct an in-person walkthrough with tenants before move-in. We verify that utilities have been transferred into the tenant's name prior to handing over any keys.

• We pay for repairs out of the funds that we have on hand after rent collection plus our required $300 reserves. If the property needs a repair or to complete a renovation project with a budget beyond the cash that we have on hand in your account, we will send you an invoice to collect an upfront contribution.
• We also can facilitate a direct payment from you to the vendor by check or credit card.
• We store all receipts for items over $25 in our property management portal.