Tenant FAQs

Answers to your frequently asked questions

Applying & Moving In

• How do I apply for a rental?

  Applications are submitted online through our application portal. Once you've found a home you're interested in, you can apply directly through the portal, upload the required documents, and track your application status from there. We process applications on a first come, first qualified basis: the first complete application that meets our published qualifications is the one offered the home. Because of that, applying promptly and submitting a complete application matters. A strong application that arrives first has the advantage.

• What do you look for in an application?

  We review credit, income, employment, prior rental history, and background as part of a consistent screening process applied to every applicant. Our qualification criteria are published openly, both on our website and on the application itself, so you know exactly what we're looking for before you apply. We're looking for a track record of meeting financial obligations, verifiable income sufficient to support the rent, and positive references from prior landlords. The criteria are reviewed by fair housing counsel and applied the same way, in order of completed application, to every applicant.

• How much is the security deposit?

  The security deposit amount depends on the specific property and is set in compliance with California law. The exact amount for a given home will be disclosed during the application process and specified in your lease.

• What happens after I'm approved?

  Once you're approved, we'll send your lease for electronic signature through the portal, along with instructions for paying your move-in funds and scheduling your move-in date. Handling this online keeps everything in one place and makes it easy to sign, pay, and access your documents whenever you need them.

• What should I expect at move-in?

  Before you move in, we complete a documented assessment of the home's condition, which becomes part of your record and helps protect you when it's time to move out. You'll receive access to your resident portal, where you'll pay rent, submit maintenance requests, and stay in touch with our team throughout your tenancy. We'll make sure you have what you need to settle in.

Paying Rent

• How do I pay rent?

  The easiest way to pay rent is through your resident portal, which supports bank transfers (ACH), debit, and credit. Payments through the portal post quickly, give you a record of every transaction, and let you set up automatic payments so rent is never accidentally late. If you prefer to pay by mailed check, that option is available as well, though it's slower and requires mailing in time for the payment to arrive by the due date. For most residents, the portal is simpler and more reliable.

• When is rent due, and when is it late?

  Rent is due on the date specified in your lease, which for most residents is the first of the month. Your lease also specifies the grace period and any late fees that apply. The portal shows your balance and due date at any time, so you always know where you stand. Setting up automatic payments is the easiest way to make sure rent is paid on time, every time.

• Can I set up automatic payments?

  Yes, and we recommend it. Automatic payments through the resident portal mean rent is paid on time without you having to remember each month. You can set it up in a few minutes through the portal, adjust it whenever you need to, and avoid the risk of a late payment entirely. It's the simplest way to stay current.

• What happens if I pay late?

  Late rent is subject to the grace period and late fees outlined in your lease. If a payment is missed, we'll reach out, and the fastest way to resolve it is through the portal. If you're facing a situation that affects your ability to pay on time, the best thing to do is communicate with us early. We'd always rather work through a situation with a resident than let it escalate, and early communication makes that possible.

Maintenance & Repairs

• How do I request maintenance?

  Non-emergency maintenance requests go through your resident portal. Log in, submit the request with a description and a few photos if you have them, and it moves directly into our work-order system so the right vendor can be scheduled. Submitting through the portal is the fastest way to get a request handled, and it lets you track the status from start to finish. It also creates a clear record of the request, which protects you and keeps everything documented.

• What counts as an emergency, and what should I do?

  If you're facing a life-threatening emergency such as a fire, gas leak, or medical emergency, call 911 first. For maintenance emergencies that affect safety or habitability (a major water leak, no heat, an electrical hazard, or similar), call our office line right away, and our phone system will route you to our answering service so the issue gets handled immediately, day or night. For anything that isn't urgent (a dripping faucet, a minor repair, a routine request), the portal is the right place to submit it. Using the portal for non-emergencies keeps urgent lines clear for true emergencies and gets your request scheduled efficiently.

• How quickly are maintenance requests handled?

  Emergencies are handled immediately. Non-emergency requests submitted through the portal are typically addressed within one to three business days, depending on the issue and vendor availability. Submitting through the portal with a clear description and photos helps us diagnose the issue and dispatch the right vendor quickly, which often speeds up the whole process.

• Can I do my own repairs or use my own contractor?

  Please submit a maintenance request through the portal rather than arranging repairs yourself. Coordinating the work through us ensures it's done by a properly licensed and insured vendor, documented correctly, and handled at no cost to you when it's the owner's responsibility. If you attempt repairs on your own, you could be held responsible for the cost or for any damage that results, so the safest path for everyone is to let us coordinate the work.

Living in the Home

• How do I contact the team?

  The fastest way to reach us is through your resident portal, where you can send messages, submit requests, and keep everything in one place with a record of the conversation. You can also reach us by phone and email, and a mailing address is available on our Contact page. We operate remotely rather than from a walk-in office, which means we're reachable through the channels that are most convenient for you rather than tied to office hours and a front desk. For most questions, the portal is the quickest way to get what you need.

• Can I have a pet?

  Pet policies vary by property and are governed by your specific lease. We use PetScreening.com to handle all pet, service animal, and support animal requests, and any pet must be reviewed and approved through that process before a pet joins the household.

  Service animals and support animals are always accepted, in accordance with fair housing law, and there is no fee to submit a service or support animal request through PetScreening.com. If you have a service or support animal, you'll still complete the process through PetScreening.com so we have the appropriate documentation on file.

• What's my responsibility, and what's the owner's?

  In general, the owner is responsible for maintaining the property and handling repairs that come with normal use, while residents are responsible for keeping the home clean, reporting maintenance issues promptly, and covering any damage caused by negligence or misuse. Day-to-day, residents are also generally expected to maintain/not alter schedules for any sprinkler or irrigation timers set up by the owner, allow access for scheduled service providers such as landscaping or pool care, and handle routine upkeep like replacing HVAC filters at least twice a year and refrigerator filters as needed. Your lease lays out the specifics for your home. When something needs attention, submitting a maintenance request through the portal is the best way to get it addressed and documented.

• How do renewals work?

  As your lease approaches its end, we'll reach out about renewal. If you'd like to stay, we'll handle the renewal through the portal, including any updated terms, and you'll be able to review and sign electronically. We value residents who want to stay, and we aim to make the renewal process simple and clear.

Moving Out

• How much notice do I need to give?

  The notice required is specified in your lease, so that's the best place to confirm the exact requirement for your situation. That said, the minimum is just the minimum. The sooner you let us know you're planning to move, the better we can coordinate the timing, walk you through what to expect, and help make the transition smooth. When you're ready to give notice, the cleanest way is to submit it in writing through your resident portal, which creates a clear record of the date and keeps everything documented for both of us.

• How do I get my security deposit back?

  After you move out, we complete a documented assessment of the home's condition and compare it against the condition recorded at move-in. In keeping with California law, the process is supported by photos taken at move-in, at move-out, and after any repair work that leads to a deduction, and those photos accompany your itemized statement so you can see exactly what any charges are for. You'll receive that itemized statement and the return of your deposit, less any deductions allowed under California law, within the timeframe the law requires. The best way to protect your full deposit is to return the home in the condition you received it, accounting for normal wear and tear.

• What should I do to prepare for move-out?

  Returning the home clean and in good condition is the best way to protect your deposit. That generally means a thorough cleaning, removing all belongings and trash, addressing any damage beyond normal wear, replacing items like light bulbs and filters, and returning all keys, remotes, and access devices. Your lease and any move-out instructions we provide will outline the specifics. If you have questions as you prepare, send us a message through the portal and we'll help.