FAQs

Answers to our most frequently asked questions

Applicants
 

• Hablan Español?
  
  Si, tenemos agentes que te pueden ayudar en tu idioma.  Tambien, puedes usar Google Translate para traducir todo esta página en Español.
  
  Sí, tenemos agentes que te pueden ayudar en tu idioma.  También puedes usar Google Translate para traducir toda
  
   
• Is this a rent scam?
  
  We understand there are many scams out out there and one has to be careful.  Sometimes our properties are put up for rent by scam artist posing as the landlord. Some good tips to follow are:
  
   1. Watch out for suspicious activity:  unusually low rents,  no formal application process, agent cannot provide access to the property or does not have the keys, agent putting pressure on you to move forward, requests for cash only, and non-written verbal contracts, are all red flags real housing providers are unlikely to do. Professional housing providers or managers price properties at market, can provide access to the property, do everything in a formal process and in writing. 
  
   2. Avoid up front payments:  Never send money to anyone before signing a holding deposit, a lease, or confirming the property’s legitimacy. Be extra cautious with cash transactions. Scammers often disappear after receiving these funds.
  
   3. Use reputable platforms or known real estate agents and property managers: Well known agents and property managers typically market in the community, have verifiable offices, and use professional platforms such as: MLS, Buildium, Appfolio, and Tenant Turner to manage listings.
  
   4. Tour the property:  Make sure the source you are using was able to get you inside the property. If that was done though a self guided tour platform like Tenant Turner or Rently, make sure you are using the contact info provided on that site to communicate with the Housing Provider.
  
   5. Cross-check the housing providers or managers information: Utilize online tools to verify the property’s details, management, or ownership.  Check public phone numbers or emails reach your same contacts or can verify their credentials. Check office address are real and associated with your same contact.
  
  Remember we are only based in Southern California and all our phone numbers are either (951) or (909) phone numbers.  You should be suspicious of any out of the area phone numbers.  You can also scroll to the bottom of this page to see how to contact us directly with any questions under the General FAQs section.
  
   
• Is the property still available?
  
  We update our listings on a regular basis.  Once a property is leased it gets removed from our site and from Tenant Turner showing coordinator.  Baring any technical glitches, if a property is still listed, we are still accepting applications.
  
   
• How much is the rent and security deposit, and how soon can I move in?
  
  You can find the rent amount, security deposit required, and date available for move-in on each properties listing description.   Visit our website and navigate to the "Rentals"page to see the list of available properties.  Each summary will give you the rent amount and availability info.  If you click on the listing and look under "Lease Terms" it will provide the security deposit amount required.
  
   
• Is rent and the security deposit negotiable?
  
  No.
  
   
• How do I apply for a rental property?

  To apply for a rental property, please visit our website and navigate to the "Apply Now" section. Follow the instructions provided to complete the online application.  We encourage all applicants to read this full FAQ page, review the Qualifications page, and either view the property or drive the neighborhood prior to applying. 
   

• If I already submitted an application on one of your properties through another site do I need to apply again directly through your website?
  
  Depends if the site you applied though provides us with all the verified information we require including credit reports and background checks. Some sites like Zillow typically do, but you can confirm by contacting us if we have everything we need to get started. 
  
  Also if other people in your party have yet to apply, we recommend they put their application in directly with us in order to prevent delays or the need to reapply if what we received from external sites was not satisfactory. 
  
   
• What documents are required for the application process?
  
  Commonly required documents include proof of income, a photo ID, rental history, and references. Specific requirements may vary, so please review the application carefully for a complete list.  Please visit our website and navigate to the "App Checklist" section or download it here (Download Checklist).   The itemized list will get you going.
  
   
• Do you accept Section 8, SSI, or other government assistance programs/income?

  Yes we do.  We do not discriminate on the type or source of income when it comes from a bonafide government program.  However,  certain program may require specific property conditions or limit the amount of rent that can be charged.  The Housing Provider may choose to only make the necessary repairs, upgrades, or adjustments which are legally required.  Please check with your program to see if the property or rent meet the program guidelines.
   

• Is there an application fee?
  
  Yes, there is an application fee to cover the cost of processing.  Amounts vary based on the web portal used to apply. Specific details regarding the fee can be found on the application form.
  
   
•  How long does the application process take?
  
  The processing time varies on how quickly the Application Checklist items are provided to us.  Once we have a fully completed application, it typically takes 3-7 business days to receive all screening reports and verification items from 3rd parties. We aim to review fully completed applications promptly in the order received.  Delays can typically arise from unresponsive current/previous landlords and/or employers.  Applicants may be offered to place a 5 day holding deposit if we have received and approved the majority of their documentation. 
  
   
• What constitutes a "fully completed application'?
  
  Submission of an online application by itself is only the start of the process. An application is fully complete once ALL the applicants have completely filled out and submitted the online application, provided all required documentation and authorization forms, all credit and background reports have been received by us, any requested letters of explanations have been provided, and both landlord(s) and employer(s) have all returned their respective verification forms.  At that point we have a fully completed file and can make a decision.  There may be other requirements for final approval such as applicants viewing of the property and review of the lease.  Please see or download the checklist for further reference.
  
   
• Who needs to submit an application?
  
  All adults, regardless of income, job status, credit, disabilities, etc. who will be occupying the property must submit an application.  If you are 18 and over, a fully completed application will be required.  We will only need the number and names of Minors, but no application will be needed.
  
   
• What factors are considered during the application review?
  
  We consider multiple factors such as rental history, credit score, income verification, and references. Each application is thoroughly reviewed to ensure a fair and transparent process.  Please visit our website and navigate to the "Qualifications" section to see our general criteria. 
  
   
• Do you work with applicants that may have some credit issues?
  
  If you visit our "Qualifications" page you will see our standard credit requirement, but also note the asterisk next to credit with the footnote at the bottom of the page stating that some exceptions may be made after a detailed review of the applicants credit when a letter of explanation is provided.  The letter of explanation should explain why the issues occurred, what adjustments have been made since, and why that does not reflect the applicants ability to pay the rent required.  Any exception is  made on a case-by-case basis and may require an increased security deposit or other commitments from applicant.
  
   
• Can I schedule a property viewing before applying?
  
  Yes, we encourage you to schedule a viewing before applying.  Only a short prescreening is required for access.  All applicants must physically see the property prior to their application being approved.  We use a self guided technology based showing coordinator system. Visit our website and navigate to the "Schedule Showings" page to arrange a convenient time for a property tour.
  
  For more information on how the self guided showings work please see the following links:
  
      *  Tenant Turner self access viewings article
      *  Tenant Turner self access viewings video 
      *  Allowing your mobile browser to turn on location services
  
  There may be other specific instructions for viewing a particular property.  Once the initial scheduling is complete, just follow the text prompts instructions in order to insure a smooth process.
  
   
• I am a real estate agent (Realtor), what are the showing instructions? 
  
  Some of our listing do have Supra lockboxes installed and those details would be available on MLS.  Otherwise you can use a similar procedure using the onsite Sentri lockbox as direct showings to schedule a viewing with your client.   See the following article for more information.
  
      *  Tenant Turner self guide for agent showings
  
   
• Are pets allowed, and is there a pet deposit?
  
  Most properties allow certain type of pets with additional pet fees (one-time and monthly). Medical vaccination records are required and not all breads are accepted.  All pets must be approved by our insurer and verified through our third party vendor. No more than two (2) pets total are allowed.Check the property listing or contact our office for specific pet policies.
  
   
• It gets really hot around here, does the property have AC?
  
  Although all properties have some form of ventilation  (fans, swamp cooler, mini-splits, central air, etc), not all properties have central air conditioning.   Also all properties do have some form of heating, whether wall, central, or mini-split.   Check the property listing details or pictures for specifics.
  
   
• What appliances are included with the rental?
  
  All rentals will include a gas or electric stove/range.  Most also have a dishwasher and microwave if the kitchen is built to accommodate it.  Refrigerators are typically not included.   Check the property listing details or pictures for specifics.
  
   
• Are utilities included with my lease?
  
  Generally no utilities are included. You must have the ability to start services in your name including electrical, gas, water, sewer, and trash service.  However, certain properties, like condos, may include some of those services such as water, sewer, and trash in the lease. Check the property listing details for specifics.
  
   
• What lease terms are available?
  
  Lease terms vary by property. Common options include a 10-month initial lease and 12-month renewal leases. Please check the property listing or inquire for details.

Tenants
 

• How do I pay rent, and when is it due?
  
  Rent is always due on the 1st and late after the 5th of the month. Payments are made online through our resident portal.  Visit our website and navigate to the "Account Login" to log into your account. For specific details, including due dates, please review your lease documents.
  
   
• What is the policy for renewing leases?
  
  Lease renewal policies vary. Our leasing team will provide details closer to the end of your lease term.
  
   
• Where do I report maintenance issues?
  
  Please report any maintenance issues through our online maintenance request system, available on our website. Visit our website and navigate to the "Account Login" to log into your account.  For urgent matters text the property management team to reference the new request submitted.  For emergencies, please contact your local police or fire departments first when appropriate.
  
   
• Once I log into my Residence Center, how do I submit a maintenance request?

  You can either navigate from the Home dashboard, scroll down to ‘Open requests’ and click 'Create request' or you can go to the left-hand menu and select 'Requests', followed by 'Create request'.   Then:
  
       1) Select Maintenance Request for issues like leaky faucets, cracked windows, etc.
  
       2) Fill out the rest of the details including the category of request, subject line, a general description, and any attachments such as pictures (always recommended). 
  
       3) Finally click 'Submit request'.
   

• Sounds complicated, Can I just tell you my issue in a text?

  You may text explaining your issue, but you must also make a request through the portal for it to be addressed properly. 
   

• What kind of maintenance can I request?
  
  There are several types of maintenance requests you can make to maintain the rental property in good condition, such as any serious health or safety issue, malfunctioning plumbing and electricity, heating and/or air conditioning, ventilation, and structural issues.
  
   
• What does not count as approved maintenance?
  
  Improvements and minor maintenance tasks like:Replacing light bulbs, Cleaning windows, Dusting, Removing cobwebs, Routine landscaping (watering, mowing, weeding etc.), and most Pest Control are Not serviced by us.  Please review your Lease Agreement to see what is covered and what you are responsible for before submitting your request.
   

General

• How can I contact the property management team?
  
  You can contact our property management team by text, email, or through the resident portal on our website. Visit the "Contact Us" section for details.
  
  If you have additional questions or need further clarification, feel free to reach out to our office. We look forward to assisting you in finding and maintaining your home!
  
   
• I've start communication with your team, but I'm not sure on which number, email, or site to reply to?
  
  Yes, in today's world it may seem there are just too many ways to communicate. We have company emails, work phone numbers, cell phone numbers, and chats on the various platforms we use.  On top of that several of those platforms provide a custom phone number for us as well so they can track their leads.   The rules of thumb we would recommend are:
  
   1) If you are a new applicant, continue to communicate through the same channel/platform where you submitted your application.  Or if you are redirected by the agent on that channel/platform to another, follow their lead.
  
   2) If you are an existing tenant, ALWAYS try to use your Buildium portal access to submit request or your Buildium text line as much as possible.
  
  Remember this is our main portal, www.nulevelmgmt.com and it is powered by Buildium.   You can always use the numbers, contact emails, and "Contact US" submittal form found here.   Often times a rep may contact you from company emails with domain names @nulevel.net, @nulevelmgmt.com, or @nulvelmanagement.com.