During Occupancy Of The Home
As manager of the property, the role of Mars Hill is to ensure that the tenants have an easy way to communicate what is needed to ensure that the property is well maintained. By accurately documenting the condition of the home at move-in, there are no surprise charges to the tenant at move-out. We offer an easy process to initiate work orders and have service standards that our teams are measured by internally. The “Resident Handbook” is just one communication tool we use to provide our tenants with as much information as possible to make working with us easier.
Post Move-In Update
Within the first five (5) days of occupancy, the Resident will walk the home and make a note of any cosmetic and/or mechanical defects found on the property that were overlooked in the pre-move-in walkthrough. 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.
Any damages or defects found need to be detailed in an email and sent to your property manager along with supporting photos. The Property Manager will save the information with the existing Pre Move-In documentation which is visible through the Resident Portal. If any of these findings require a service call then the Resident will need to submit a work order through the Resident Portal at this time.
It is important to be as detailed as possible and to list anything that is not in “Excellent” condition to avoid being charged for repairing at the time of move-out. Any recommendations for repairs will be made at the discretion of Mars Hill, especially if they represent a safety risk or a significant impairment to the property.
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 the setup and use of your portal. For security reasons, we only accept payments through your “Resident Portal”. A $1.00 convenience fee is added to each portal payment. If you pay rent through any other method (for example, cash, check, certified funds, ACH) a $25.00 administration fee will apply. It is important to note that the banking information in our system is supplied by the tenant 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.
Communication
As the property manager, our tenants are expected to communicate to or through Mars Hill on all matters pertaining to the rental property. Mars Hill will determine what needs to be approved by the owner and what is within our contractual rights to administer.
As the managing agent for the owner, all communication needs to go through Mars Hill using the contact information within this document. A work order should be opened through the tenant portal for any property maintenance issues, for example. The HOA should be contacted by the tenant directly should there be any issues pertaining to day-to-day occupancy. Typically, the tenant gets a quicker response as the resident of the property or they are able to physically go up to the HOA office and speak with them directly. If the leaseholder does not have the authority to coordinate with the HOA (this would have been identified at lease signing) then Mars Hill is happy to engage with HOA as needed.
Credit Card Usage
Mars Hill does provide the ability for our residents to use a credit card when necessary for their convenience. Because there are associated fees we do require the resident to reach out to an Accounting team member for processing.
Associated Fees
- Associated fee to use a VISA card is 2.95% of average rent billed by Mars Hill. Since all rents are totaled and then averaged at the time of card use, this fee fluctuates.
- Associated fee to use a Mastercard/Amex/Discover is 2.99% of the individual resident’s rent only.
Maintenance Procedures
Below are the business processes that we have put in place to make our tenants experience an easier one. Please contact any of our staff should you have suggestions for areas of improvement or accolades of a job well done.
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.
Maintenance Response Times And Access
The submitted 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 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 + a $75/hour fee for our Property Manager to supervise
Defining Time Sensitive Repairs
Time Sensitive work orders will be responded to as soon as the request comes in. Some of the 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 the 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 or call fire department/911 if you cannot locate)
- 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)
Repair Deductible
This fee is applied to every work order submitted. Check the lease for exact details, but it typically ranges from $25-$100. Renting a home forms a partnership between the owner and the 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 on evidence from the vendor and the details that the resident provides.
Resident Troubleshooting
See the “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!
HVAC Maintenance
If the property is on a filter delivery program, 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. Residents should 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.
Rules and Regulations
Access
Our goal is to schedule appointments with the 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 the property for any inspection or work purposes with a 24-hour notice to the tenant.
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 is the resident’s responsibility to move the appliance back to its original location upon move out. Tenant agrees to obtain written approval from their property manager prior to moving appliances.
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 the assistance of the tenant to provide information as needed to the HOA or Community Association in compliance with the relevant Covenants and Restrictions. The resident is expected to coordinate directly with the HOA on all resident day-to-day matters. We find that this gets a more immediate result for the resident. Of course, if there are issues contacting the HOA or getting a response from them, we are available to help. The resident would need to submit a work order request through your portal and our service team will respond.
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.
Cable, Internet, 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 antenna 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 Mars Hill 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. Residents are responsible for any damage or claim resulting from the installation of internet, cable or satellite services. Residents are responsible for complying with HOA rules and regulations for satellite installations and for the removal of satellite dish receivers.
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 the 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 a receipt upon move-out.
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.
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 and must be able to qualify on their own before the outgoing roommate is removed from the lease. 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. Mars Hill will not get involved. Security Deposit is never disbursed until the property is turned back over to Mars Hill. The security deposit will then be dispersed to the primary leaseholder 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 Mars Hill and will need to undergo the same application process as the original residents. Mars Hill may require the group of remaining roommates to sign a new lease. There will be a $75 administrative fee for any lease changes in regard to change of household and potentially a rent increase.
Commodes
Do not use commodes, drains, or other plumbing fixtures for any purpose other than use for which they are intended. No debris such as sweepings, rubbish of any kind, disposable diapers, feminine hygiene products, or cat litter in the commodes.
Damages
The tenant is responsible for all damages done by any guests, any occupants, or any pets or assistant animals.
Emergency Plan
It is imperative that upon moving 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 Mars Hill if you intend to evacuate and provide contact information so that we can contact you after the storm. Remember to take your pets!!
Service/Emotional Support Animals (S/ESAs)
The one requirement for a person to legally qualify for an S/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.
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 measures 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.
Exteriors
The exterior of the home must be kept clean and free of debris. The tenant may not use any exterior decks, porches, or yards 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.
Garbage Disposal
Do not empty ashtrays, 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 of in the garbage can.
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.
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 a receipt prior to moving out.
Natural Disasters
Avoid them.
Key and Access Inventory
You will have possession of your home until you surrender all “Key Inventory Items” such as keys, remotes, gate, and pool passes. The tenant will need to contact the office to return the keys to the management office. The tenant will continue to be charged the daily rental rate for each day they maintain possession of the keys.
If there is a Smart Lock installed, then the tenant agrees 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.
Landscaping and Watering
The tenant is responsible for watering the lawn and foundations three times per week or per the city ordinance. Unless specified otherwise in your lease agreement, the tenant is 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 the 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.
Lockouts
If the tenant finds themselves locked out of the home, they can contact the property manager to coordinate if the keys can be picked up. If this is not possible then the tenant may be directed to the service team. The tenant will be responsible for all locksmith costs. Keys not returned within 24 hours will be subject to a $50 service fee. After-hours services will incur a $100 service fee.
Mail
If the tenant receives any mail that could belong to the owner or previous tenant, please send us a photo of the package label/front of the envelope so that we can instruct you to either “Return to Sender”, arrange for a pick up or dispose of it.
Mold
If there is no visible mold and the tenant requests a mold inspection, the property management company will conduct a mold inspection to remediate. If there are no dangerous levels of mold present, the tenant agrees to pay for the test.
No Smoking
No smoking is allowed in the home/garage by tenants/guests.
Paint
Any painting must be of the entire wall and the color must be approved by Mars Hill. This avoids the “polka dot” effect when painting small areas of the wall. Paint must be done at a professional level, with 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.
Approved Mars Hill Paint Colors
- Sherwin Williams 6141 Softer Tan for walls option 1 – (Sheen: Eggshell)
- Sherwin Williams 7029 Agreeable Gray for walls option 2 – (Sheen: Eggshell)
- Sherwin Williams 0055 Light French gray for walls option 3 – (Sheen: Eggshell)
- Sherwin Williams 7006 Extra White for door and trim – (Sheen: Semigloss)
- Sherwin Williams 7006 Extra White for ceiling – (Sheen: Flat)
Parking
The 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.
Pest Control
Mars Hill is committed to providing and maintaining homes without any sort of pest infestation. The resident is responsible for notifying Mars Hill within three days of accepting possession of the property if there are any signs of pest infestation. 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 Mars Hill confirms the resident introduced pests and caused the infestation. Tenants 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, the 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.
Plants
Indoor pots must have plastic bowls or saucers to prevent discoloring to flooring.
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’s responsibility to maintain the pool.
Trampolines
No trampolines are allowed on the property at any time.
Vehicles
Wrecked cars, cars with expired license plates, expired inspection 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. Residents will be responsible for any staining of concrete.
Wall Hangings
Hang any pictures and decorative items with small picture hooks or nails. Do not put nail holes in wallpapered walls.
Waterbeds
Waterbeds are allowed on the first floor only and residents must furnish us with proof of liability insurance.
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).
Wood Floors
If the home you are renting is equipped with wood floors, furniture cushions or floor protectors must be used at all times.
Late Rent Procedures
Rent is due by the first day of each month. Please notify Mars Hill if you are unable to pay your rent on the first day of the month. If not received by the first day, rent is considered late and will be reflected in your rental history. If rent is not paid by the second day, a reminder email will be sent to the resident and the owner will be notified. If rent is not paid by the third day, a phone call will be made to the resident and the owner will be updated. Payments through the portal that come back as NSF (Non-Sufficient Funds) will result in the temporary suspension of the tenant portal so that payment can be made with certified funds and deposited at a local Wells Fargo bank.
Late Fee Rules By State
*The following late fee rules will be applied to new renewals and leases:
Texas – late charge equal to 10% of one full month’s rent will be applied on the 4th of the month.
Virginia – late charge equal to 10% of one full month’s rent will be applied on the 6th of the month.
Washington DC – late charge equal to 5% of one full month’s rent will be applied on the 6th of the month.
*Residents who signed a lease under our legacy late fee rule ($50 late fee on the 4th and $10/day thereafter) will do so until their next renewal.
If rent is not paid by the sixth day and no arrangements have been made for paying the rent, legal proceedings will begin for eviction and a three-day notice to vacate will be issued. Please make sure to pay late fees, returned check fees, trip charges, maintenance fees/repair deductibles, filter delivery fees, and other fees when the monthly rent is paid. All funds received will be first applied to the balance on the resident’s ledger prior to the rent. Late fees will be capped at 10% of the rent or the remaining balance due.
If a resident needs one-time assistance with rental payment they can contact their property manager and complete an application for the Mars Hill Financial Assistance program and be eligible for rental assistance. This assistance is limited to 5% of the resident’s monthly rent payment and must be paid back before the lease terminates or it will be deducted from the security deposit.
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
- 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.
Ledger Questions
If the tenant has questions about their ledger, they would need to email Accounting@marshillrealty.com. A response should be received within 24 hours.
Lease Renewal Procedures
The Lease requires sixty (60) days written notice to vacate. Prior to that deadline, the tenant will receive an email asking them to contact the office with their intentions regarding renewing their lease or vacating the home. If the tenant would like to renew the lease, they would need to contact us as early as possible before the sixty-day window so that we may provide any information regarding any change in lease terms. This will help the tenant make an informed decision before the sixty days notice is due. If the tenant is intending to renew their lease, Mars Hill will schedule a renewal inspection of the property with the tenant and send, through DocuSign, an “Extension of Residential Lease” for the tenant’s electronic signature. Once the property has been inspected and the “Lease Renewal” document returned, we will execute the Lease Renewal and provide the tenant with a copy. If the tenant has to set up an auto payment to pay their rent, please remember to delete the old auto payment information and create a new one with the new rent amount and lease dates to match the tenant’s renewal document.
Annual/Renewal Condition Updates
Every year a Mars Hill Property Manager will reach out to coordinate documenting the condition of the property. The Property Manager will reach out through an email offering the option of conducting the documentation of condition in person or coordinating with you to perform the documentation virtually. If the virtual option is chosen, then the Property Manager will respond with an email providing instructions on conducting virtual documentation of the condition of the property. This email will provide 3 easy steps and a listing of the photos that need to be provided. The Property Manager will reach out via phone, if needed, for any additional coordination.
Short Term Lease Renewals
There are occasions in which a tenant may want to renew their lease but require a term shorter than a year. This will result in a minimum 10% premium increase over the current rental rate. Although this is not typical, we use the ability to do this as a tool to satisfy a tenant’s need as long as the owner is amenable.
Early Lease Termination Procedures
Any early terminations will result in an early termination fee of one month’s rent and a cost of re-let fee of one month’s rent. Tenant agrees to provide a new lease termination date that is no sooner than the last day of the month following the month in which the notice is given. An amendment with a new agreed-upon lease termination date is contingent upon receipt of payment for the early termination fee and cost of re-let fee. Failure to pay this prior to move-out will expose tenants to additional costs and liability such as collection costs, court costs, and attorney fees.
