Owner FAQs

OWNERS

• Who will be my main point of contact if I have questions or concerns about my property?

  Your assigned Property Manager will be your primary point of contact and is responsible for overseeing all aspects of your property. You may also occasionally hear from other members of our team—such as our maintenance coordinators, specialists, or assistants—who assist your manager in providing timely and efficient service.

• How do I log into my owner portal?

  You can access your account anytime by visiting our Owner Portal and selecting “Log In” or “Create an Account.”
  If you’ve forgotten your password or need assistance accessing your portal, our team is happy to help—just contact our office, and we’ll reset it for you right away.

• How can I submit an owner contribution?

  Please review the following article "How to Make a Payment or Contribution Through the Owner Portal" This article will walk you through the process of submitting a payment / contribution to your property manager through your portal.

• When should I expect my owner draw?

  Owner fund disbursements (Owner Draws) are processed on the last business day of the month. Funds are typically available in your bank account the next business day.

• Why are owner draws at the end of the month?

  We process owner draws at the end of each month to ensure all income and expenses for that period are properly accounted for.

  This allows time for rents to clear and for any outstanding invoices, management fees, utilities, or HOA payments to be processed before distributing net funds.

  This approach keeps your accounting accurate and ensures a smooth, transparent financial process each month.

• I received my owner draw. When will I receive the monthly statement?

  Monthly statements are posted to owner portals typically the next business day after owner draws are processed.

• Where can I find my owner statement on my portal?

  Once you’re logged into your owner portal, in the left-hand menu is the Statements section. Click there and the Statements will be listed on the left (most recent statement at the top).
  
  YEAR-END statement – These will always post near the January statements for the year and will be labeled “Owner_Statement_(01/01/20XX_-_12/31/20XX).pdf”

• How do I read my owner statement?

  Your monthly owner statement provides a detailed summary of income, expenses, and distributions for your property.
  
  If you’d like help reviewing or understanding your statement, your Property Manager will be happy to walk you through it and answer any questions you may have.

• Where can I go to research landlord/tenant laws?

  A great resource is the California Landlord-Tenant Handbook, which provides detailed guidance for both landlords and tenants on rights, responsibilities, and rental best practices.

  You can also stay informed by visiting our Blog and watching for our monthly newsletters, where we share important updates, law changes, and expert insights from the Legacy Property Management team.

• How do you handle maintenance requests from the tenants?

  Tenants can submit maintenance requests through their online portal 24/7. Once a request is received, it’s automatically entered into our work order system, where it’s prioritized by urgency.

  Our team reviews each request, obtains owner approval when needed, and dispatches the appropriate vendor or in-house technician. Throughout the process, updates are tracked in the system so both owners and tenants can stay informed until the work is completed.

• Do you have a 24-hour maintenance hotline for emergencies?

  Yes! We provide 24/7 emergency maintenance support for our residents.

  Tenants can call 888-924-8952 at any time — this number is listed in their online portal and automatically redirects after hours to our emergency response line.

  Whether it’s a burst pipe, flooding, or a major electrical issue, tenants can call this number anytime. Our on-call team is immediately alerted and coordinates the response to protect your property and resolve the issue quickly.

• How are rental rates determined?

  We evaluate current market conditions using multiple data sources, including comparable rental listings and recently leased properties in your area. We also consider the home’s features, condition, location, and seasonal demand to recommend a rental rate that balances maximizing income with minimizing vacancy time.

• What is Legacy Property Management’s tenant turnover process?

  When a tenant provides notice to vacate, we immediately notify the property owner and begin preparing for the upcoming turnover.

  Once the tenant moves out and returns the keys, we conduct a detailed move-out inspection to document the property’s condition.

  From there, we prepare a list of required cleaning, maintenance, and tenant-responsible repairs. Our team coordinates the work, finalizes the security deposit reconciliation, and ensures the home is rent-ready.

  As soon as we have an estimated availability date, we begin marketing the property and screening applicants so a new lease can be signed with minimal vacancy time.

• What are reserve funds, and how are they used?

  We maintain a $500 reserve per property to ensure we can promptly pay expenses such as maintenance invoices, utility bills, or other charges that come due between rent collections and owner disbursements.

  This reserve balance remains in your trust account and is fully accounted for in your monthly owner statements. It’s simply a buffer to keep your property running smoothly without delays in vendor payments or repairs.

• Can Legacy Property Management pay my bills?

  Yes — we can pay most expenses tied to your property, such as utilities, HOA fees, and maintenance invoices.

  Bills can be emailed or mailed directly to our office for processing. Payments are made from your property’s funds, and all transactions are detailed in your monthly owner statement.

  Depending on your management plan, this service may be included or available for an additional fee. Vendors with invoices over $500 must be licensed and approved in our system before payment.

• How is the tenant’s security deposit handled?

  Legacy Property Management holds all tenant security deposits in a non–interest-bearing trust account in compliance with California landlord-tenant law.

  Each deposit is recorded and tracked individually within our accounting system, separate from owner and operating funds.

  At move-out, the deposit is used to cover any tenant-responsible cleaning, repairs, or unpaid charges, with any remaining balance refunded to the tenant within the legal 21-day timeframe.

• What habitability items should I look out for as a landlord?

  Habitability items (copied directly from the CA Tenants Guide https://www.courts.ca.gov/documents/California-Tenants-Guide.pdf

  A dwelling also may be considered uninhabitable (unlivable) if it substantially lacks any of the following:

  -Effective waterproofing and weather protection of roof and exterior walls, including unbroken windows and doors.

  -Plumbing facilities in good working order, including hot and cold running water, connected to a sewage disposal system.

  -Gas facilities in good working order.

  -Heating facilities in good working order.

  -An electric system, including lighting, wiring, and equipment, in good working order.

  -Clean and sanitary buildings, grounds, and appurtenances (for example, a garden or a detached garage), free from debris, filth, rubbish, garbage, rodents, and vermin at the inception of the tenancy and areas within the landlord’s control during the tenancy.

  -Adequate trash receptacles in good repair.

  -Floors, stairways, and railings in good repair.

  In addition to these requirements, each rental unit must have all of the following:

  -A working toilet, wash basin, and bathtub or shower. The toilet and bathtub or shower must be in a room which is ventilated and allows privacy.

  Natural lighting in every room through windows or skylights. Windows in each room must be able to open at least halfway for ventilation, unless a fan provides mechanical ventilation.

  -Safe fire or emergency exits leading to a street or hallway. Stairs, hallways, and exits must be kept litter-free. Storage areas, garages, and basements must be kept free of combustible materials.

  -Operable dead bolt locks on the main entry doors of rental units, and operable locking or security devices on windows.

  -Working smoke detectors that meet applicable code requirements in all bedrooms and other designated areas of rental units, except for manufactured housing, such as a mobilehome. Apartment complexes also must have smoke detectors in common stairwells. Also, any rental unit that includes appliances (water heater, heater, stove, fireplace, etc.) that utilize ‘fossil fuels’ (natural gas, propane, fuel oil, etc.), or which has an attached garage, are required to have working carbon monoxide detectors that meet applicable code requirements.

  -A locking mail box for each unit. The mail box must be consistent with the United States Postal Service standards for apartment housing mail boxes.

  -Ground fault circuit interrupters for swimming pools and anti-suction protections for wading pools in apartment complexes and other residential settings (but not single family residences).

  While it is the landlord’s responsibility to install and maintain the inside wiring for one telephone jack, it is unclear whether the landlord’s failure to do so is a breach of the implied warranty of habitability.

  There are two additional ways in which the implied warranty of habitability may be violated. The first is the presence of mold conditions in the rental unit that the landlord has notice of and affect the livability of the unit or the health and safety of tenants. The second follows from a law that imposes obligations on a property owner who is notified by a local health officer that the property is contaminated by methamphetamine.

• How do you screen potential tenants?

  Every adult applicant must complete our full rental application and undergo a five-point screening process designed to ensure responsible tenancy. We review:

  1. Credit history – minimum score of 650 and no unpaid utility accounts or landlord debt.
  2. Income verification – combined gross income of at least three times the monthly rent.
  3. Rental history – positive references and a clean 12-month record of timely payments.
  4. Criminal background – no felony convictions or recent serious offenses.
  5. Eviction history – no prior evictions.

  This thorough process helps us place qualified, reliable tenants and protect your investment.

• Are periodic inspections done on my property?

  Yes. We perform routine property inspections on a quarterly, semi-annual, or annual basis—depending on the preference outlined in your management agreement.

  During each inspection, we assess the property’s overall general condition, check for lease compliance, and identify any maintenance or safety issues that may need attention.

  A detailed inspection report, including photos and recommendations, is then uploaded to your Owner Portal for your review.

• Who pays for the maintenance/repairs on my property?

  Most routine maintenance and normal wear-and-tear repairs are paid by the owner.

  If a problem is caused by tenant misuse or negligence—such as foreign objects in drains or damage beyond normal use—those costs are billed back to the tenant once verified by a licensed vendor.

  We rely on our vendors’ professional evaluations and property inspections to determine responsibility and ensure all charges are handled fairly and in compliance with California habitability standards.

• What happens if my tenant(s) needs to be evicted?

  While evictions are extremely rare, Legacy Property Management handles the entire process from start to finish if they do occur.

  Depending on your management plan, you may be required to provide funds up front to initiate the eviction. We coordinate directly with our trusted eviction attorneys and service providers, manage all court filings, and can appear on your behalf when necessary.

  With our Complete Plan, owners have Eviction Protection with up to $10,000 in coverage for eviction-related legal and court expenses.

  Throughout the process, we’ll keep you informed with timely updates and begin preparing to re-market the property as soon as it becomes available to minimize vacancy time.

POTENTIAL NEW CLIENTS

• What types of properties do you manage?

  Legacy Property Management offers full-service residential property management, including marketing, tenant screening, leasing, inspections, maintenance coordination, rent collection, and financial reporting.

  We also assist investors with buying, selling, and 1031 exchange opportunities through our Legacy Real Estate Team.

• What services do you provide?

  Legacy Property Management provides full-service management that covers everything from marketing, leasing, inspecting and maintaining, rent collection, and more! You can review our pricing and services in greater detail at norcalpm.com/pricing.

• Can Legacy Property Management help me if my property is currently tenant-occupied?

  Yes — Legacy Property Management can seamlessly transition a tenant-occupied property under our management. We handle all aspects of the onboarding process, including notifying tenants, collecting lease documents, verifying rent payments, and setting up their tenant portal.

  Through our Easy Switch Guarantee, we make transitioning property management effortless by handling all coordination and documentation—and we’ll waive your first month’s management fee to help offset any early termination costs with your previous manager.

  Our goal is to ensure a smooth handoff for both you and your tenants with no disruption in service or rent collection.

• Why should I use Legacy Property Management vs another management company?

  Legacy Property Management has been serving Northern California property owners for over a decade. We combine the personal attention of a boutique firm with the efficiency and transparency of modern property management technology.

  Our approach is proactive, communication-driven, and designed to protect your investment while maximizing returns—so you can enjoy peace of mind knowing your property is in expert hands.

• How much are your management fees?

  Management fees start at just 5.9% of gross rent collected, with flexible plans to match your goals and needs.

• What is the process to get started?

  Start with a 15-minute discovery call with our team to get an idea of our pricing, policies, and procedures to see if we might fit your needs. You will also be provided a FREE rental assessment and have an opportunity to schedule a no-obligation walk-through with our team to learn if any work may be needed to get your home rent ready!