Tenant FAQs

Answers to your frequently asked questions

TENANTS

• I can’t login to my tenant portal.

  If you’re not able to reset your password, please contact our office to ask for it to be reset.

• How do I report a maintenance issue?

  The best way to put in a service request is through the tenant portal. A video on how to do so that can be viewed here: (insert new video here)

• What if I have an emergency?

  Our Emergency Maintenance Hotline # is 888.924.8952

• Have you received my rent?

  We encourage you to login to your tenant portal to verify payment/account status. The portal shows a running ledger and outlines all payments received. Keep in mind that a payment dropped off needs to be received and manually entered – paying online is a great way to reduce the risk of payments being received late! Here is a link to view how to set up automatic payments: (insert new video here)

• Why did I receive a late fee?

  A majority of leases have verbiage on when and how late fees are applied. Our system automatically charges those fees when rent is not received by the day it is due (or after the grace period). Generally, a late fee of 5% of the rent amount is applied on the 6th of each month, and then $10 is added per day following until either the rent is paid or the late fee hits a maximum of 10% of the rent amount. Always check your lease contract for the specific late fee stipulation.

• A utility reimbursement has been added to my ledger. Do I need to pay that right now?

  Generally you are able to pay that amount with your next month’s rent payment. Late fees will not apply unless left unpaid after the following month’s grace period.

• I’m receiving emails there’s a balance on my account. Why?

  Again, we would suggest you check out your ledger through your tenant portal as charges typically have notes about what it is for.

• My rent payment was returned! What happened?

  Our system only shows us if a payment is returned for insufficient funds or a bad bank account was entered. Outside of those items, you will need to discuss with your bank about the matter. It can take a few days to process a payment so it is wise to make sure funds stay in the account to cover the payment balance. If a payment is returned for insufficient funds, there will be a NSF fee charged to the account and this WILL NOT be waived.

• My lease is coming up for renewal. What happens now?

  We will communicate with the property owner to discuss whether they wish to renew the lease, as well as what rental rate they are willing to offer. If the owner wishes to renew the lease, we will send an offer with the new rental rate via email. If the offer is accepted, we will draft and send a new lease for you to sign electronically. After the current lease expires, the rent and any other terms will be updated and any new rate(s) will apply going forward.

  If you do not wish to renew, the current lease will automatically convert to a month to month contract (possibly with a built-in rent increase), or if you intend to move out, we require a written 30 day’s notice to vacate.

• I have keys or a payment to drop off. Where can I do that?

  It would be best to make an appointment to drop off keys to one of our offices. For anything else, you’re welcome to walk in at any time. If our offices are closed, our Fairfield location has a dropbox next to the front door and our Sacramento location has a dropslot in the front door.

• Renter’s Insurance vs Property Damage Liability Waiver (PDLW)

  We require all tenants to have a HO4 renter’s insurance policy or be enrolled in our Liability Policy (PDLW) to cover the rental property. This is not optional and tenants are automatically enrolled in our PDLW policy if proof of coverage is not received by our office. Furthermore, for the renter’s insurance policy to be accepted, it must have at least $100k Liability coverage and list the local Legacy Property Management office (Sacramento or Fairfield) as an interested party to the policy.

• How do I add a person to my lease?

  If you’d like to add a person to the lease, please reach out to us about the matter. We will direct you to have the person submit an application and will need to know their name as your property will not show as available on our website to accept applications. Once the person applies, we can make note they are applying to be added to your lease.

  Please note, however, that the person is not authorized to move in/live at the property until approved to do so. If approved, we will send out an addendum to add the person to the lease.

• How do I schedule an Epayment through my portal?

  Login to your portal and go to the My Payments section. First add a bank account if necessary, then go to View Scheduled payments. There you should be able to set up and view one time or recurring Epayments. (insert new screenshot here)

• I moved out of the property. When should I get my security deposit?

  Within 21 days, we will send a deposit settlement sheet and a check for any funds due. If the work cannot be completed within 21 days, we will send a Good Faith Estimate (GFE) outlining items that may be deducted with their associated estimated costs. If a GFE is sent out, a final settlement with a check for any funds due will be sent once the work is complete.

• I was a roommate in a property and want to know when I’ll receive my portion of the security deposit back?

  Unfortunately the security deposit stays with the active lease until all parties move out of the home. If you move out prior, you will need to receive your portion of the deposit paid from the other roommates.

• I received my security deposit back and have issues with items deducted.

  Please use our Security Deposit Dispute form to provide information about your deposit deductions so we may look into them and respond.