Resident Expectations

By White Property Management | May 27, 2021

A positive and successful rental experience depends on good communication and established expectations between the Property Manager and the Tenant. Setting expectations before moving into the home is essential to a good experience for both parties. Below is a list of the expectations for our properties:

  • Office hours are Monday – Friday from 9 am – 5 pm.
    • We are closed on all national holidays and most banking holidays throughout the year.
  • Resident is required to have an electronic means for communication (email) – all communication is sent via email and an email is required to sign up for AppFolio.
    • Please notify White Property Management of any changes in emails or phone numbers.
  • Rent is due on the 1st of each month and is considered late on the 6th.  All Residents will incur a 5% late fee if paid after the grace period.
  • Maintenance Requests:
    • Must be submitted through you Resident Portal – if the request is not submitted in your Resident Portal, you may experience significant delays.
    • Will be responded to within 1-3 business days.
  • Maintenance Emergencies:

*IF THIS IS A TRUE EMERGENCY, PLEASE CALL 911 BEFORE CONTACTING US.

  • Will be responded to immediately during normal business hours and after hours when contacting our emergency maintenance line by contacting 704-594-7779 ext 3.
  • What is an Emergency: A maintenance emergency is something that, if it isn’t repaired immediately, could cause injury, threaten your health, or cause serious property damage. If you do not get anyone right away, please leave a message, including your name, property address, and phone number. These things could include:
    • A broken water line or flooding
    • Fire (call 911 first, then maintenance)
    • A broken gas line or leak (natural gas smells like rotten eggs)
    • A broken lock on your exterior door (not a lost/broken key)
    • No air conditioning in hot weather (outside temperature above 85 degrees)
    • No heat in freezing weather (outside temperature below 55 degrees)
    • A sewer back-up that is flooding your Premises
  • What isn’t an emergency: Not every maintenance issue is an emergency. If, for example, you have a minor drip under your kitchen sink that can be contained with a bucket, you’ll definitely want maintenance to take a look, but it isn’t an emergency. Here are some other situations where you could probably get away with submitting a routine maintenance request:
    • A broken air conditioner when the temperature outside is below 85 degrees
    • A broken heater when the temperature outside is above 55 degrees
    • Your ice maker stopped working
    • There is no hot water
    • A lightbulb went out
  • If you determine that the issue isn’t an emergency, you should still go ahead and submit a maintenance request to be handled during normal business hours. Be aware that it may take a few days to get the issue resolved since the maintenance team will handle emergencies before tackling other repairs, so be patient.
  • False Emergency Service Claim – Be sure to be very specific with the emergency request when calling. If, it is determined, that the emergency call/claim was not a true emergency, as stated above, you will be charged $100 for an after-hours false-emergency service and any additional fees from the vendor
  • HVAC Maintenance: If your air conditioner goes out, most communities consider this an emergency only if the weather outside is above a certain temperature (i.e., 85 degrees). The same goes for your heat. If it isn’t freezing outside, then it isn’t considered an emergency. Before contacting maintenance, try to determine why your air conditioning or heat isn’t working. If your utilities were shut off due to nonpayment, maintenance can’t help — you’ll have to call your utility company. If the power is out due to bad weather, maintenance won’t be able to resolve this issue either.
  • Missed Appointments: Any missed appointments will be subject to $75 fee.
  • Inspection to Confirm Lease/Agreement Compliance – a fee of $125 will be charged when an inspection or visit to the property is needed to confirm the Resident has cured a lease violation, breach of contract, HOA violation or noncompliance issue.
  • Lock Outs: Please contact White Property Management during normal business hours.  There will be a $100 fee for all lockouts. 
    • If you are locked out after normal business hours, you will need to contact a locksmith at your own expense.
    • Changing the locks or re-keying the property is prohibited.
  • Utilities: All utilities should be turned on the day before you move in to ensure they are on when you move in.  
  • Insurance: Please submit proof of insurance on the AppFolio portal.  We require a minimum of $300,000 liability.
  • Follow any HOA Rules and Regulations: Any fines due to violations will be the responsibility of the Resident.
  • Parking: Please only park in designated areas.  
  • Hanging Pictures: You may not hang pictures on the wall without written permission.  If you absolutely need to hang an item on the wall, we suggest using 3M Command Strips. Please note: improper use of Command Strips may also result in wall damage.
  • Fireplace: Please do not use the fireplace unless you have been given written permission. The use of any fireplace and proper maintenance is the responsibility of the resident. NO WOOD BURNING FIRES on the Premises.
  • Attics: Resident is not allowed to use or store any items in the attic of the home. 
  • Appliances: Please use appliances appropriately.  If you are unsure of how to use something, please contact our office. 
  • White Property Management prohibits waterbeds, trampolines, and above ground pools (or anything similar) on the property.  
  • Smoking is prohibited on the property, including the use of e-cigarettes.
  • If you have a pet, please provide us with a picture of your furry friend so we can add it to your file.
  • Filters must be changed every 90 days.
  • Residents are responsible for replacing the batteries in the smoke and carbon monoxide detectors, unless the battery is a 10-year lithium battery, which cannot be replaced.
  • Pest Control is the responsibility of the Resident.
  •  At the end of your tenancy, we suggest a professional cleaning.  Cleaning fees may apply if the home is not properly cleaned – we will provide you with a move out checklist.
    • If you have carpet, we also recommend having the carpets professionally cleaned to avoid any additional fees.
  • Maintenance DIY: There are some things you could probably handle, such as a clogged toilet, a burned-out lightbulb, or a dirty air filter. While major or dangerous repairs are better left to the experts, smaller issues could be resolved quickly without a maintenance call. Some tools to have on hand include a plunger, some 9-volt batteries, spare lightbulbs, and air filters. To replace an air filter in your air conditioning unit, look for the current filter and note the size. Replace it with the same size filter by following the instructions that come with the new filter. 
    If your smoke detector is beeping because the batteries are low, replace them. Take the smoke detector down and locate its battery compartment. Swap out the old batteries with new ones. Don’t remove the old batteries and not replace them! That’s dangerous and could even be a violation of your Agreement.
  • Don’t put off making a request: Whether something is an emergency or not, don’t put off contacting your maintenance team. Even when it isn’t an emergency, it’s a good idea to report the issue as soon as possible. A small issue now could turn into an emergency if it isn’t dealt with, so go ahead and submit your maintenance request.
Posted in Property Management, Residents