a. 1 week Post Move-In Walkthrough
At the pre move-in walkthrough the resident will be provided with either the (TX) TAR INVENTORY AND CONDITION FORM (I&C) or (VA/MD/DC) GCAAR PROPERTY INSPECTION REPORT.
During the first five to seven days of occupancy, the resident will walk the home and make note of any cosmetic and/or mechanical defects found on the property. It is important to be thorough and detail the pre-existing condition of the property accurately to prevent inaccurate assignment of financial responsibility during move-out. The resident will be held responsible for any defects found upon move-out not already listed on these forms.
Approximately five to seven days after the move-in date, a representative from MHRG will walk the property with the residents using the completed form. Photos will be taken in the order that they are listed on the report and all photo links and a signed copy of the report will be uploaded to the resident’s portal.
This walkthrough is conducted for the RESIDENT’S benefit and therefore it is important that the report is 100% completed before a staff member from MHRG meets with you. If this report is not complete during the walkthrough, the appointment will be rescheduled and the resident will be charged a $50 trip charge.
At our discretion, we may recommend certain repairs to be completed, especially if they represent a safety risk or a significant impairment to the property.
b. Resident Portal
Each resident with a separate email address will be invited to set up their Resident Portal. This can be accessed 24 hours a day to pay your monthly rent, submit maintenance work orders, check your balances, and review or print your lease and other important documents. When you submit a message, it shows up as an alert on our systems, which are checked regularly to provide you prompt service. See the PORTAL PAYMENTS document if you need assistance with setup and use of your portal. For security reasons, we only accept payments through your Resident Portal. A $1 convenience fee is added to each portal payment. If you pay rent through any other method (cash, check, certified funds, ACH, etc.) a $25 administration fee will apply. It is important to note that the banking information will be supplied by you in our system and is not visible to our staff. This is for security reasons. We do not “pull” money out of your account. Any money sent to us for rent is due to either the automatic or manual payment that the resident sets up.
c. Maintenance Procedures
i. How to Submit a Work Order – All work orders must be submitted online through your portal. You can follow up with a phone call, especially if it is an emergency. All work orders submitted through the portal will automatically alert the company maintenance team as well as the owner of the home and decrease the response time.
ii. Maintenance Response Times – Your work order will be acknowledged by the service manager by noon on the following business day. If we will be sending our in-house Maintenance Technician (MT), our MT will expedite the completion of this repair for you by accessing the home remotely and you will not need to be present for the repair. Our Maintenance Technician will provide 12-24 hours notice for the appointment, please be sure to notify our team if you need additional time to put away pets or have questions. If we will be using an outside vendor, we will make every effort to assign you a vendor and provide the vendor’s contact information to you by the end of the next business day that you submit that work order.
If the vendor is not being responsive to you, please notify us within 24 hours of receiving the vendor contact information and we will re-assign a new vendor after giving them one 24 hour extension. However, please also note that your cooperation to be responsive is just as important to getting work orders completed.
If it has been documented that a resident is not being responsive to the vendor and/or our company to secure a scheduled date of repair within 7 days of the vendor assignment, the work order will be closed out and the resident will be charged a $70 administration fee.
If it is a time-sensitive work order that requires immediate vendor access, the resident has a contractual obligation to cooperate with coordinating a scheduled date and time of repair. If coordination is not done within the same day of the reported work order, the Property Manager will inform the resident of the time of access and work with the vendor to access the home via a spare key or pin code and the resident will be charged a $100 administration fee.
iii. Defining Time Sensitive Repairs – Time Sensitive work orders will be responded to as soon as the request comes in. Some time sensitive repairs are also emergencies. Emergency situations are defined as potentially life or health threatening issues.
Here is a list of Time Sensitive situations:
Security:
Actual fire on property (call 911 first)
Break in/Burglary (call 911 first)
Broken door/window that cannot be secured and located on first floor
Alarm that does not turn off and continuously sounding (try to unplug first)
In-home sprinklers that are running (shut off water main)
Fence broken and there is a dangerous pet situation in yard or neighbor’s yard.
Structural:
Storm damage to roof with potential water penetration
Plumbing:
No usable bathroom in the property
Burst water supply lines (shut off water main)
Water heater failure/no water in home
Sewer backup into home
Electrical:
High voltage electric hazard (turn off breaker)
HVAC:
No heat in the property and the outside temperature is below or forecasted to be below 32 degrees (use space heaters)
No air conditioning in the property and the outside temperature is above or forecasted to be above 90 degrees (use fans or portable A/C unit)
NOT an emergency:
Noisy neighbors at any hour of the night (annoying, but not emergency talk to neighbor/police)
Locked out of home (call locksmith and send us new copy of key)
iv. Repair Deductible – This fee is applied to every work order submitted. Check your lease for exact details, but it typically ranges from $25-$100. Renting a home forms a partnership between owner and resident. This partnership is financial and it also extends to the maintenance of the property. If the damage was caused 100% by the resident, then the entire repair cost will be charged to the resident. The management company reserves the right to make that decision based off evidence from the vendor and the details that the resident provides.
v. Resident Troubleshooting – See RESIDENT TROUBLESHOOTING GUIDE for simple, effective solutions to common work orders that we receive. You could save yourself a repair deductible and solve the problem quicker!
vi. HVAC Maintenance – If the property is on a filter delivery program, the resident will be billed a mandatory $10/month charge starting on the first day of the lease. This will be specified in the listing. The exact filter size(s) will be delivered to your door every month (depending on the type of filter) so that the resident has a visible reminder to change the filter. This should result in a unit that operates more efficiently and ultimately lower utility costs for the residents. The resident is required to change the filter every time it arrives in the mail. Failure to change filters will result in a full HVAC servicing that will be billed to the resident at move-out. Resident to pour ¼ cup bleach in the primary condensate pipe every 6 months. If the resident is not on the filter program, they should change the filter according to the frequency on the lease at their own expense.
d. Rules and Regulations
I. ACCESS – Our goal is to schedule appointments with residents for access to the property. If we do not have a response from the resident within 24 hours or need to access the property sooner than the scheduled time, any Mars Hill agent, employee, vendor, contractor or representative may enter property for any inspection or work purposes with a 24-hour notice to tenant.
II. Appliances – If the home is equipped with appliances and you choose to use your own, the unused appliance is to remain at the property and it is the resident’s responsibility to move the appliance back to its original location upon move out.
III. ASSOCIATION RULES AND REGULATIONS – If the dwelling unit is located within a Community Association, Homeowners Association or Condo Association, residents will be required to follow all rules and regulations of that Association. The resident will need to go to the website for the appropriate association and carefully read the Association Rules and Regulations; it is the resident’s responsibility to read, be aware of, and follow all Rules and Regulations listed. Any fines or restrictions imposed on the resident as a result of failure to comply with the rules and regulations will be the financial responsibility of the resident.
Most fines can be avoided if the resident will comply promptly to any letters of noncompliance that we forward to them. We may need your assistance to provide information as needed to the HOA or Community Association in compliance with the relevant Covenants and Restrictions.
IV. BURGLARIES – If your home is burglarized, any damage caused to the property is the responsibility of the resident. Immediately report any burglary and/or property damage to MHRG.
V. CABLE AND SATELLITE – A resident shall not alter or permit any alteration to the outside of the premises without the written consent of MHRG. This clause pertains to TV antennae or satellite dish receiver installations. MHRG reserves the right to refuse permission to mount any cable or satellite equipment to the dwelling
In such cases, the equipment may be mounted to a non-permanent anchor (i.e., a post in the yard). If consent from MHRG is given, the dish and installation is at the resident’s cost. The resident may not install any antenna on the common roof or grounds of a multi-unit residential building. Resident is responsible for any damage or claim resulting from the installation of Cable or Satellite services. Resident is responsible for complying with HOA rules and regulations for satellite installations and for the removal of satellite dish receivers.
VI. CANDLES and FIREPLACES – Candles may be used only with supervision. Some of our homes that are equipped with a fireplace may have a “no use” policy for the fireplace due to the age of the home. Check with the management office to see if the fireplace in the home you are renting can be used. Before any fireplace use, be sure to open the damper before starting any fire. If you are unfamiliar with how to do this, check with the Maintenance Division. If smoke is coming out of the front of the fireplace, put out the fire immediately and ventilate the house. Do not use soft woods in fireplaces such as pine, fir, and redwood because burning these wood types will cause a buildup of creosote in the flue, which can cause fires. Use hardwoods such as oak, walnut, etc. Do not overfill the fireplace and create a blazing fire that could cause damage to the firebox or cause a house fire. Use a fireplace screen at all times when using the fireplace to prevent damage, particularly to the flooring. Check to see if fireplace coals/ashes/embers are cold before removing them from the fireplace. Never store hot or warm coals in a container, such as a garbage can, paper bag or any other container. Never store the garbage can in the garage or against the house. Store any warm or hot coals away from any combustibles or the residence for at least two (2) days before disposing of them; check them again before disposing. Most gas fireplaces require the use of a key to turn on the gas.
Please be sure to keep track of the provided key and turn off the gas whenever it is not in use. If you cannot get the fireplace started or are unfamiliar with its operation, please contact the Maintenance Division for assistance. If the home has a propane tank for use in fireplace, the resident is responsible for refilling the unit and providing proof to MHRG upon move out. If the fireplace is used, the tenant must also clean and service the fireplace and provide receipt upon move-out.
VII. CHANGES OR ALTERATIONS TO HOME – You must not alter the premises nor change any partitions, doors or windows, nor add locks, paint, satellite dishes, wallpaper or contact paper or put decals, staples, or “stickers,” etc. into/onto the walls, ceilings, doors or trim (including the garage) without our prior approval. All changes to the property must be approved in advance by MHRG to avoid potential repair costs upon move-out. Any painting must be of the entire wall and the color must be approved by MHRG. This avoids the “polka dot” effect when painting small areas of the wall. Paint must be done at a professional-level, clean cuts at the corners and edges and full coverage with no spots, otherwise the walls could be subject to repainting upon move out at the resident’s expense.
VIII. CHANGE OF HOUSEHOLD POLICY – When the household composition changes, or if there is a roommate situation and one roommate is moving out and the other resident(s) are remaining, the remaining roommate(s) will be completely responsible for the original rent amount. Each resident is jointly and severally liable for all Lease contract obligations. If you or any guest or occupant violates the Lease contract, all residents are considered to have violated the Lease contract. If there is a dispute regarding amounts owed, it will be resolved among the roommates. MHRG will not get involved. Security Deposit is never disbursed until the property is turned back over to MHRG. The security deposit will then be dispersed to the primary lease holder who has indicated such responsibility on the lease. Each person that signed the lease is fully responsible for the terms of the lease. This includes any damage done to the home after the departing roommate leaves. If the remaining roommate(s) would like to introduce a new roommate to the property, that roommate must be approved by MHRG and will need to undergo the same application process as the original residents. MHRG may require the group of remaining roommates to sign a new lease. There will be a $75 administrative fee for any lease changes in regards to change of household and potentially a rent increase.
IX. COMMODES – Do not use commodes, drains, or other plumbing fixtures for any purpose other than use for which they are intended. No sweepings, rubbish of any kind, disposable diapers, feminine hygiene products, cat litter, etc., in the commodes.
X. DAMAGES – You are responsible for all damages done by you, pets or guests.
XI. EMERGENCY PLAN – It is imperative that upon move in, you formulate an emergency/escape plan for any type of disaster, including, but not limited to, fire, flood, collapse of a tree, or natural weather disaster. Please familiarize yourself with natural disaster preparations and procedures, including any natural disaster preparedness, warning systems and evacuation routes. As part of your natural disaster preparedness, please notify MHRG if you intend to evacuate and provide contact information so that we can contact you after the storm. Remember to take your pets!!
XII. SERVICE/EMOTIONAL SUPPORT ANIMALS (S/ESAs) – The one requirement for a person to legally qualify for an emotional support animal (ESA) is that the person has a letter from a licensed mental health professional (NOT the family doctor). On his/her letterhead that states the person is under his/her care, is emotionally or psychiatrically disabled, and prescribes for the person an emotional support animal. Without this letter, if the person presents an animal as an ESA, he/she is in violation of federal law; an offense punishable by fine and imprisonment, if convicted. Please use the Mars Hill Realty Group Assistive Animal Medical Provider form.
XIII. EXTERIOR HOSE BIBS AND WATER SHUT OFF VALVES – In the winter season, be sure to take appropriate measures to prevent the pipes from freezing. The resident is responsible for any frozen pipes at the property due to them not taking the appropriate measure to protect the home. If you are going to be out of town and forgot to winterize the home (i.e., going home for Christmas), please contact MHRG so that we can take steps to protect the home in your absence. The resident will be charged a service fee for a vendor to winterize the home but the alternative could be extensive damage due to tenant neglect.
XIV. EXTERIORS – Exteriors must be kept clean and free of debris. Tenant may not use any exterior decks, porches, or yard for storage unless there is a storage building specifically for that purpose. Only exterior furniture, planters and grills are allowed. Holiday decorations must be removed within 2 weeks after Holiday.
XV. GARBAGE DISPOSAL - Do not empty ash trays, grease, string, metal objects, FOOD PEELINGS or any non-food items into disposals. The garbage disposal is NOT a trash can! Please use a sink strainer to catch larger food particles that can be disposed in the garbage can.
XVI. GUESTS - Any guest stay over 14 days requires written permission from the Landlord. Unauthorized occupants will be assessed a $100 fee per day until vacating the property or added to the lease per MHRG policies.
XVII. GUTTERS – It is your duty to report any gutters that are clogged or any damaged or malfunctioning downspouts. It is the resident’s responsibility to make sure gutters are kept clean and must provide receipt prior to move out.
XVIII. NATURAL DISASTERS - Avoid
XIX. KEYS, PASSES, REMOTES, KEY FOB, ETC. – You will have possession of your home until you surrender all keys, remotes, gate passes, etc. You will need to contact the office to return the keys to the management office. You will continue to be charged the daily rental rate for each day you have possession of the keys. If you have a Smart Lock installed, then you agree that the primary way to secure access to the home will be through the primary door in which the Smart Lock is installed. In lieu of a rekey, a new code will be provided to every new resident once they have paid their security deposit, obtained renters insurance and conducted their pre move-in walkthrough.
XX. LANDSCAPING and WATERING – You are also responsible for watering lawn and foundations three times per week or per the city ordinance. Unless specified otherwise in your lease agreement, you are responsible for maintaining the lawn to include mowing, weed eating, edging, trimming bushes and shrubs and trimming tree limbs that are up to eight feet in height. All tree limbs within 10 feet of property, power lines or other structures on the property that are higher than 8 feet must be promptly reported as a work order in your portal. Landscaping includes prompt removal of snow and ice and using proper treatment of sidewalks for adequate safety.
XXI. LOCKOUTS - If you find yourself locked out of your home, you can come by the office and borrow a new key during business hours to be returned within 24 hours or schedule a work order for a locksmith. Keys not returned within 24 hours will be subject to a $50 service fee. After hours services will incur a $100 service fee.
XXII. Mail – If you receive any mail that could belong to the owner or previous tenant, please send us a photo of the package label/front of envelope so that we can instruct you to either Return to Sender, arrange for a pick up or dispose of it.
XXIII. Mold – If there is no visible mold and tenant requests a mold inspection, property management company will conduct a mold inspection to remediate. If there are no dangerous levels of mold present, tenant agrees to pay for the test.
XXIV. NO SMOKING - No smoking allowed in the home/garage by tenants/guests.
XXV. PARKING - Resident is responsible for following all the rules and regulations for parking by checking with the HOA or Condo Association. Management company is not liable for any parking or towing fees.
XXVI. PEST CONTROL -MHRG is committed to providing and maintaining homes without any sort of pest infestation. The resident is responsible for notifying MHRG within three days of accepting possession of the property if there are any signs of pests. After this period, the resident shall be responsible for all pest infestation treatments, with the exception of termites. The resident is responsible for charges accrued from pest control and extermination if MHRG confirms the resident introduced the pests and caused the infestation. Tenant may also be responsible for payment of lost rent and other expenses related to the cleanup and treatment of the neighboring dwelling.
If the property is deemed infested, tenant will take all steps necessary to comply with the treatment protocol of the assigned Pest Management Company. Tenant’s failure to cooperate shall be considered to be in default of the Lease and tenancy may be terminated.
XXVII. PLANTS – Indoor pots must have plastic bowls or saucers to prevent discoloring to flooring.
XXVIII. SWIMMING POOL AND HOT TUBS - No hot tubs or above ground swimming pools are allowed without owner approval. If your home has an in ground swimming pool, you will be required to sign a separate Swimming Pool Addendum in which it will be either the resident or owner responsibility to maintain the pool.
XXIX. TRAMPOLINES - No trampolines are allowed on the property at any time.
XXX. VEHICLES – Wrecked cars, cars with expired license plates, expired inspections stickers, or cars with flat tires are not permitted to remain on the property. Residents are to make sure no fluid from any vehicle leaks on the driveway or in the garage. Resident will be responsible for any staining of concrete.
XXXI. WALL HANGINGS – Hang any pictures and decorative items with small picture hooks or nails. Do not put nail holes in wallpapered walls.
XXXII. WATERBEDS – Waterbeds are allowed on the first floor only and resident must furnish us with proof of liability insurance.
XXXIII. WATER DAMAGE – Residents must take care to avoid water damage to the property. Water damage can result from failure to ensure that shower curtains are completely inside the tub or shower doors are completely closed, splashing, or standing water on any surface (including both tile and linoleum).
XXXIV. WOOD FLOORS – If the home you are renting is equipped with wood floors, furniture cushions or floor protectors must be used at all times.
e. Late Rent Procedures – These procedures supercede your lease. (Please notify Mars Hill if you are unable to pay your rent on the first day of the month). Rent is due by the first day of each month. If not received by the first day, rent is considered late. If rent is not paid by the second day, you will receive a reminder email and the owner will be notified. If rent is not paid by the third day, you will receive a phone call and owner will be updated. A $50 late fee will be charged to your ledger on the 4th and $10/day thereafter. If rent is not paid by the sixth day and you have not made arrangements for paying your rent, legal proceeding will begin for eviction and a three-day notice to vacate will be issued. You will be charged $10/day when your rent is late. Please make sure you pay your late fees, returned check fees, trip charges, maintenance fees/repair deductibles, filter delivery fees and other fees when you pay your rent. All funds received will be first applied to the balance on your ledger prior to the rent.
0-30 day timeline
1st – 1st of the month (i.e. August 1st), rent is due.
2nd - (i.e. August 2nd) – Propertyware auto alert sent to tenant on a DAILY basis regarding late rent until balance is paid; Propertyware auto alert sent to owner
3rd - (i.e. August 3rd) – FIRST CALL Property Manager calls resident and updates the owner
4th – (i.e. August 4th) - $50 late fee
5th - (i.e. August 5th) – $10/day and every day thereafter
6th - (i.e. August 6th) – SECOND CALL Property Manager calls resident
7th - (i.e. August 7th) – FINAL CALL Property Manager calls and emails tenant (BCC: Broker and Owner) – “Need to hear from you by Noon on the 8th or this matter will be forwarded to an eviction attorney.
8th - (i.e. August 8th) – Forward to eviction attorney if no payment is made.
f. Ledger Questions – If you have questions about your ledger, email
Alicia@marshillvirginia.com
You should receive a response within 24 hours.
g. Lease Renewal Procedures – The Lease requires sixty (60) days’ written notice to vacate. Prior to that deadline, you will receive an email asking you to contact the office with your intentions regarding renewing your lease or vacating the home. If you would like to renew your lease, please contact us as early as possible before the sixty day window so that we may provide you with any information regarding any change in lease terms. This will help you make an informed decision before the sixty days’ notice is due. If renewing, we will schedule a renewal inspection of the property with you and send you the Extension of Residential Lease for your electronic signature via Docusign. Once the property has been inspected and the Lease Renewal document returned, we will execute the Lease Renewal and provide you with a copy. If you have set up auto payment for rent, please remember to delete your old auto payment and create a new one with the new rent amount and lease dates to match your renewal document.
h. Early Lease Termination Procedures – The owner of the property does NOT permit any early lease terminations. Any lease terminations will result in an EARLY LEASE TERMINATION FEE OF THREE MONTHS’ RENT in addition to any loss of rent that the new lease terms could not make up. Failure to pay this prior to move-out will expose tenant to additional costs and liability such as collection costs, court costs, and attorney fees.
