Residents FAQ

Rent

Rent should be paid through your tenant portal. Your tenant portal gives you the opportunity to pay rent from anywhere and anytime provided that you have an Internet connection. When you choose to pay rent through e-check it’s free through the tenant portal. If you choose to pay via credit card, the processing company requires a fee to do this. You will be given your login credentials before you move into your new home.

As a standard of practice, prorations are determined based on an average 30-day month (365 days in a year divided by 12 months in the year = 30 days). We use the average number of days in a month, to divide the total monthly rental amount and finally obtain the daily rental amount. Here you have an example; For a rent of $1200.00 and a move-in day of the 16th of January, we split $1200 by 30 to get the daily rental amount of $40.00. Then we $40.00 by 16 days that are left in the month (this includes the move in day) to equal $640 of prorated rent.

Moving In & Out

Different states have different requirements. You should read your lease agreement to check when you should hand in your notice in case you are vacating the property. To had in a notice to vacate, please press the button below.

Give Your Notice to Vacate

We advise that you remove all personal belongings. If you are responsible for lawn maintenance, then the grass and hedges need to be trimmed to a reasonable height and all planting beds should be free of weeds.

We work very hard to get your security deposit back as quickly as possible. There are some items that we have to wait for in order to close the deposit out correctly. One of those items are the ‘final’ utility bills. These are usually the most time-consuming items during the deposit return process. We may also be waiting on third-party vendors to submit their invoices. In any case, we have 30-60 days from the last date of tenancy to mail an itemized ledger of charges (if any) and return your deposit amount (if any).

To obtain a mail key, please take your lease to the closest Post Office and request a mail key. You can reference your lease for contact information for the utilities and post office. Neither HomeVault nor the landlord can provide mailbox keys.

General (If you paid a cleaning fee upon move in this will be taken care of for you. )

  • Remove all cobwebs from walls and ceilings.
  • Floor, wall and/or ceiling vents should be vacuumed and/or washed.
  • Clean all electrical plates.
  • Vacuum all carpet including edges and corners by baseboards.
  • All baseboards should be wiped throughout the home.
  • Floors in the kitchen, bath, and any other hard surface should be scrubbed.
  • Fireplace(s) should be clean of all debris, including ashes and the chimney swept.
  • Drapes should be vacuumed throughout.
  • Blinds should be cleaned throughout.
  • Light bulbs should be replaced where needed throughout the entire home and garage (including fridge, vent hood, oven, microwave, etc.). Light bulbs need to match and be the correct type. 
  • Everything must be removed from closets (including coat hangers) and shelves need to be cleaned.
  • Clean ceiling fan blades and draperies.
  • Empty and clean out storage units and/or garage, deck or patio.
  • Replace any dead smoke detector batteries.
  • Replace furnace filter, if applicable.
  • Replace garage remote/keypad batteries if necessary.
  • Remove all paper towel holders, adhesives (if you installed).
  • Remove all hooks, ceiling hooks, mounted mirrors, etc. that you installed.
  • Washer and Dryer need to be wiped down and be free of dust, hair, residue, etc. Inside of the washer, where detergent and softeners are put, need to be cleaned out. Lint trap need to be cleaned.
  • Clean behind the washer and dryer.
  • For properties with carpet, professional carpet cleaning is required (with proof by receipt from the vendor). Pet treatment is also required for properties with carpet and animals (with proof by receipt from the vendor).

Kitchen (When moving mobile appliances, please be careful not to damage floors)

  • Range should be completely cleaned, including broiler pans.
  • Clean stovetop, panel and dials.
  • Drip pans should be removed and the underneath surface cleaned.
  • Drip pans must be cleaned (Drip pans will be replaced at your expense if they don’t come clean).
  • Clean under and behind the stove.
  • Exhaust fans and overhead light should be free from grease and dirt, including filters.
  • Dishwasher should be wiped out, including around the inside of the door.
  • Garbage disposal should have ice cubes run through it.
  • Cabinets and drawer fronts cleaned.
  • Clean the inside and outside surface of the microwave, including the underside filter.
  • Defrost freezer, if applicable, and remove any water.  DO NOT TURN OFF FRIDGE WHEN VACATING.
  • Clean inside the refrigerator and under drawers.
  • Clean under and behind the stove.
  • Clean all countertop surfaces.
  • Clean the inside and outside of all cabinets.  Wipe down all shelves.
  • Clean and wipe out all drawers.
  • Clean sink and faucet fixtures.
  • Wipe down all pantry shelves.
  • Clean light fixtures and covers.  Wash if needed.
  • Clean all walls, including ceilings and corners.
  • Mop floor 
  • Wipe down all woodwork.
  • Clean doors and around frames.

Living Room:

  • Clean light fixture and covers.
  • Clean walls, ceilings and corners.
  • Clean windows, window sills and tracks.
  • Clean doors and around door frames.
  • Remove any cobwebs.
  • Mop floor and/or professionally clean carpet.

Bathroom(s):

  • Tiles should be washed and grout cleaned.
  • The Vanity and medicine cabinet should be cleaned, including shelves and mirrors.
  • Tub, shower, sink and toilet should be cleaned and sanitized.
  • Glass door, if applicable, should be cleaned so all of the soap scum and water spot is removed.
  • Exhaust fans should be cleaned.
  • Clean bathtub, shower walls and fixtures.
  • Wipe down towel racks.
  • Thoroughly clean the toilet inside and out, all surfaces.
  • Wipe down all countertops.
  • Clean and wipe out all drawers.
  • Clean light fixtures and covers.
  • Clean walls, ceilings and corners.
  • Remove any cobwebs.
  • Clean windows, window sills and tracks.
  • Clean doors and around door frames.

Bedroom(s):

  • Clean light fixtures and covers.
  • Clean walls, ceilings and corners.
  • Remove any cobwebs.
  • Clean windows, window sills and tracks.
  • Clean doors and around door frames.
  • Mop floor and/or professionally clean carpet.

Yard Area (If applicable):

  • Weed all yard
  • All pet feces to be picked up
  • Fill in any holes
  • Needs to be free of leaves, sticks and other debris 
  • Mow and edge the lawn, if applicable
  • Remove all personal items and garbage
  • Gutters need to be free of debris
  • Hoses must be put away neatly 
  • Exterior must be free of cobwebs 

Garage and/or Storage Area (if applicable):

  • All trash needs to be removed from the premises
  • Clean any oil stains from the floor using appropriate cleaner
  • Sweep floor
  • Deprogram your built-in car garage door opener remote (if applicable)

Septic (if applicable):

  • Tenant will also be responsible for having the system pumped at move out and will be required to provide a receipt by 12pm on your last day. Failure to provide a receipt will result in HomeVault having the system pumped at the Tenant’s expense.

Other:

  • All light bulbs must be working, the correct type and must match in finish, hue, brightness & shape (this will vary in different areas throughout the home)
  • Air conditioner units must be free of debris (if applicable)
  • Pest/bugs are tenant responsibility (if at the move out inspection there are active wasp nests, rodents or a large amount of insects at the property this will be charged back to the tenant if we need to send pest control out).

***This list is for reference only and not intended to be all-inclusive***

Insurance

This is an insurance carried by the tenant to protect the tenant and the rental property from tenant negligence and loss. HomeVault does require tenants to carry this insurance at all times the tenant is in a lease with HomeVault, and provides it as a part of the Resident Benefit Package program (the Tenant Liability Insurance is offered through a third-party provider). One important fact to know, however, is that the Tenant Liability Insurance does NOT cover the tenant’s personal items in the home. It only covers any negligence that may have occurred, if applicable.

Yes! Although it is not required, we highly recommend it, simply because the home owner’s insurance does not cover the resident’s personal items. For example, an electrical surge damages your TV, this is not the responsibility of the landlord. This is a claim for the renters insurance.

Maintenance

You can submit a maintenance request by simply logging into your Tenant Portal and submitting your request under the maintenance tab.

There are very few true after-hours emergencies. Please consult the FAQ “What constitutes a maintenance emergency?” to know how to proceed. If determined to be a true after-hours maintenance emergency, please call our office at (888) 986-8587 and follow the prompts. We will have a maintenance team member who will start to promptly take care of the situation.

    • Any condition that could reasonably be considered to be causing damage to the property.
    • Leaking water that cannot be stopped. You should attempt to shut off water if possible and dry water the best you can, while waiting for the vendor to address.
    • While the loss of AC is not considered an emergency we do our best to address as a priority because it is a serious inconvenience, particularly when the resident has a health concern.
    • Loss of heating during winter. 
    • Backed up / overflowing sewage.
    • Gas leak – You should immediately exit the unit and call the utility company. Remain outside the unit until they arrive. Call 911 if there is illness as a result of CO.
    • Substantial damage to home (fire, flood, tree fall, etc.).
    • Risk of electrical fire, sparking of electrical.

Any pest control problems that are reported within 30 days of occupancy are solved by HomeVault, Any future infestations shall be your responsibility.

    • Not changing the air filter resulting in a failure of the heating or cooling unit. May be charged for servicing of the unit when an unchanged filter is discovered.
    • Not allowing access or failure to meet a vendor at an assigned appointment time when agreed upon and there is a vendor charge for the missed appointment.
    • Unreported maintenance
    • If there is a service call and a breaker is tripped (HomeVault will charge the resident if it is found that the issue is caused by the resident’s behaviour).
    • When residents cause sewer stoppages/backups.
    • If the tenant or tenant’s guests cause damage to the property.
    • If the tenant reports a repair which does not require service.
    • Tenant requested light bulb or air filter replacement when it can be done with a 3-step ladder or lower.
    • Maintaining & regularly replacing refrigerator filters.
    • Clogged / misused garbage disposals.
    • Maintaining the batteries of smoke alarms and CO detectors.
    • Low water pressure due to clogged aerators on sink faucets, washer hookups, shower heads.
    • Items that can be fixed / replaced for less than $25.00 as per the lease.
    • Batteries for keyless systems (if installed).

Tenant Portal

We are happy to offer cutting edge technology and a powerful tenant portal that will allow you to easily manage your relationship with HomeVault and manage your rental home at your own convenience wherever you have Internet access. Here’s what it does for you:

  • Pay Rent: We offer several payment methods, the most convenient way being to pay with an e-check. You can even pay by credit card,in which case the credit processing company does charge a fee for doing so. In your tenant portal, simply click the home tab, then hit “pay now.” You can also set up an autopayment to either pay a certain amount and on a day that you choose every month or to pay the full balance according to a day you choose. Autopay is set up to be a recurrence so you can set it and forget it.
  • Access Lease Documents: We make it easy for you to access your lease anytime on your portal along with other important documents that might be associated with your residency.
  • View Ledger: Have questions about your balance or want to make sure your payment was applied to your account? Go to “Payments” click on “View Full Account Ledger” and your full accounting is at your fingertips.
  • Update Your Information: From time to time you may need to update your phone number or perhaps your emergency contact has changed. Worry not, you can update this contact information directly on your portal. No need to even make a phone call!
  • Upload Your Renters Insurance Policy: Perhaps you’ve gotten a new renter’s insurance policy but don’t want to make a trip to the office. That’s great because you can simply upload it directly to your portal making it easier and more convenient.
  • Request Maintenance: You should request maintenance only through the Tenant Portal Maintenance tab and our team will reach out to you. 

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