Metropolitan s Welcome New Resident

Transcription

1 Metropolitan s Welcome New Resident

2 INDEX Welcome Package...Page 1 Move IN...Page 2 Renters Insurance...Page 5 Maintaining Your Home...Page 6 Submitting Service Requests...Page 8 City and HOA Rules...Page 13 Rent Payments...Page 15 What s an Emergency?...Page 17 Move OUT...Page 18

3 Welcome Package They re more than keys to your new place, these are the keys to a happier and more comfortable life Starting today, you get to enjoy all of the benefits of having a home without the obligations of owning one. This guide will help you to get settled in and will provide guidance and answers to some of your initial questions. We have included instructions, policies, and tips to make your experience of renting a home a great one. Any Question or concerns that you have about your lease agreement can be directed to our office and we will promptly respond : Main Number customercare@metrowb.com Maintenance maintenance@metrowb.com Accounting accounting@metrowb.com Legal legal@metrowb.com HOA Issues hoa@metrowb.com Emergency emergency@metrowb.com 1

4 Move IN Move-In Orientation Prior to your move-in, your Management team will perform a move-in orientation and move-in inspection. The purpose of the move-in orientation is to educate our Residents about their home and their responsibilities, as well as the Metropolitan Service policies. The purpose of the move-in inspection is to document an as is condition of the home to ensure the Resident is not incorrectly charged for items upon the move-out. If you notice anything we may have overlooked during the initial move-in inspection, please contact us within 48 hours of move in to schedule your meeting and pick up your keys. Move-In Inspection The move in inspection is your opportunity to note the condition of your home the day you arrive. It is also used to assess any damage upon your move out. The move in inspection must be reviewed and backlogged by you as soon as possible after the inspection. You should note any items that would be considered damaged or defective beyond normal wear and tear including all appliance, landscaping and fixtures. Any modification or alternation you make on the home will require prior written authorization or will result in charges at the time of move-out. 2

5 Mail Box Access Need to access your locked cluster mailbox? Contact your local USPS or Mailbox rekey service. Be sure to have proof of residence, and please note a service charge will apply. Express Mailbox Lock and Key is a certified licensed Mailbox rekey company and their contact information is: Phone Number: Web page: Garage Door Remotes Can be purchased at either Lowes or Home Depot. Utilities Turn On Company Name Contact Numbe City of Surprise Avondale Water Johnson Utility (Queen Creek) Global Water Company (Maricopa) City of Buckeye Water EPCOR City of Glendle Water City of Goodyear Water City of Litch.eld Park Water City of Mesa Water City of Peoria Water City of Phoenix Water City of Scottsdale Water City of Tempe Water Move IN 3

6 Company Name Contact Number MCI Cox Communication Century Link US Post Office SRP AT&T Southwest Gas Town of Queen Creek APS Move IN 4

7 Renters Insurance We want you to protect yourself and your possesions. That is why Metropolitan requires proof of renters insurance reflecting $300,000 in liability coverage and $15,000 in personal property coverage. This is required at the time of move-in and you may purchase renters insurance through your own carrier or from one of the following Insurance Companies: Monthly renters insurance policies range from $12 to $20 per month Liberty Mutual Allstate Nationwide State Farm If you do not provide proof of coverage you will pay a monthly opt out fee of $15.00 per month. 5

8 Maintaining Your Home Together with you, we care for your home. Metropolitan provides the highest level of service to our residents, with a responsive and friendly customer service staff offering both regular preventive service visits and emergency maintenance as needed. Associates and licensed contractors are ready to respond quickly and will make every effort to ensure your home runs, and stays running, smoothly. As reviewed upon move-in and included in your welcome packet, caring for your home is a partnership between you and the Metropolitan maintenance team. For your convenience, the division of responsibilities is also listed below. We take care of the Big Stuff Air-condition Not Cooling. All Major Appliances except Washer, Dryers and Fridges. Furnace not Heating. Fences. Roofing Issues. Major Drain Clogs. Plumbing Leaks. Hot Water Heater. Plumbing Hardware. 6

9 You take care of the little Stuff Although minor repairs are your financial responsibility, we will assist you in determining the best course of action to resolve the problem. We can either schedule your maintenance request with one of our skilled service technicians or refer you to Thumbtack or Angie s list. If we complete a maintenance request that is considered your financial responsibility the charges for the repair will be added to your account and must be paid with the following month s rent. You are responsible for minor repairs and the routine upkeep of your home. We appreciate your care: Routine pest control for all indoor and outdoor critters. Supply and changing of heating and air conditioning filter at least once every three months. Testing smoke alarms monthly. Replacement of burned out light bulbs fluorescent tubes, smoke alarm and thermostat batteries. Maintain a smoke free home and premises. Proper disposal of trash, waste, garbage and yard clippings. Report mold and mildew for prevention. Report any leaks, HVAC issues, musty orders or discoloration of walls, window frames and ceiling immediately. Repair of clogged drains and toilets, except when caused by roots or structural breakdowns. Lawn Maintenance Maintain watering, fertilization, weeding, bush & plants trimming, mowing, blowing, external washing, and small tree trimming. Pool Maintenance. Mantaining Your Home Need Help? Contact Metropolitan for Questions & Referrals

10 Submitting Service Requests Service Requests are REQUIRED to be submitted through our convenient 24/7 online service portal that can be located at On the portal, you can request a repair, schedule services, get updates, rate our service, and view how-to videos and more. Emergency service requests can be submitted through our 24/7 maintenance hotline or by ing us at maintenance@metrowb.com. Service Level Expectations Urgent Repairs - Service technicians make all attempts to schedule the 1st visit within 24 hours of submittal. Urgent repairs are typically performed by our qualified vendor network. Emergency Repairs (a subset of Urgent Repairs) should typically be addressed same day whenever possible. Non-Urgent Repairs - Service technicians make all attempts to schedule the 1st visit within 5 to 7 days of submittal. Non-urgent repairs are typically performed by our qualified in-house service technicians. System Replacements - From time to time, we have to replace air conditioning units, roofs and other significant systems in the home. These replacement often require permits, HOA approvals and more extensive reviews and approvals. We aim to complete these replacements as quickly as possible but it s not uncommon for certain replacements to take 7-14 days to complete. 8

11 Resident Damage - Repairs determined to be the result of resident caused damage will be back charged to the Resident Ledger. Missed Appointments - Residents may be charged a trip fee for failure to be present during the agreed upon scheduled date and time. Resident Responsibility Items - There are certain items deemed to be the responsibility of our residents as noted in this Welcome Packet. These items will not be dispatched and are your responsibility pursuant to your lease agreement. Metropolitan Semi-Annual Maintenance Service As a Metropolitan resident, you receive the benefit of our Proactive Maintenance Program which was developed with you in mind. It ensures every aspect of your home is in continuous working order and provides you the carefree living that leasing with Metropolitan offers. As part of this program, we perform proactive maintenance visits on all homes twice a year. You will be called to schedule each visit. Our first visit occurs approximately 6-8 weeks following your move in and is designed to fix any minor maintenance needs that you have identified since moving in to your home. This visit includes an operational inspection of several features of your home including: HVAC system Plumbing system Water heater Smoke detectors Appliances Window operability During proactive maintenance visits, our technician will need access to all rooms in the home with these features, in order to conduct a proper assessment. Our visits will continue on a rotational basis approximately every 6 to 9 months to ensure a positive, safe and hassle-free leasing experience by minimizing the likelihood of unwanted maintenance emergencies. Please keep track of any minor maintenance requests you may have. These requests will be addressed at each of your scheduled maintenance visits. Submitting Service Requests 9

12 Maintenance How to Submit a Request as a Resident 1. Login to your Property Meld Account. 2. Click on the + New Meld button at the top-right of your screen: 3. Simply enter your request information including: Brief Description. Location (where in the property is the issue). Category (your best guess of the type of issue). Related to a past meld (if this is a 2nd request on a problem). Unit (pre-filled in with your options). Detailed Description. Do You Need to Be Present (check YES if you want to participate in the scheduling). 4. Then click +CREATE! Viola!. Submitting Service Requests Emergency Line to be used for Major water Leaks Blocked, or damaged sewer water pipes and Fires. Must Make All Repair Requests Online Through 10

13 Maintenance Survey At the conclusion of each service request, we ask our residents to complete an electronic survey to rate the service we performed. Your feedback is important to help us continually improve our service department and ensure we are meeting the expectations of our Residents. Swimming Pool (If Applicable) Our swimming pools are serviced and maintained by our professional pool service company subject to the guidelines below. The pool service company will call you after move in and let you know when they will be coming. It is critical that our residents: - Ensure the pool technician has access to your pool on the day of the scheduled service. If they are not able to service the pool because of dogs, a lock on the gate, etc. and the pool turns green, the resident will be responsible for the cost to recover the pool. Submitting Service Requests - We strongly advise that our residents not touch the pool equipment (filter, pump, timer, etc.) On the day the pool is serviced, the technician may leave the pump running after he leaves. This is necessary in order for the new chemicals to circulate and disperse as intended. Residents should never adjust the setting on the timer! The pool pump must run a certain number of hours in the summer, usually 8-12 hours every night depending on the size of your pool, and less in the winter. The pool technician will adjust the timer according to the time of the year. The timer should be set to run overnight. If this is not the case or if there are issues with pool operability and chemicals, please let your pool service technician know or submit a service request. 11

14 City & HOA Rules Keeping Your Neighborhood Beautiful At Metropolitan, our goal is to provide our residents with an outstanding living experience. We also work hard to deliver our full expectations to our residents, especially those living in a Home Owner Association Community. Below are the most common issues that local Home Owner Associations often send warnings to our residents for. Please stay proactive on the items listed below to avoid common violations. Your CC&Rs may differ, but some examples of standard CC&R points of interest include items such as: - Grass/Weeds Please maintain landscape. This includes mowing, trimming, and weeding. - Driveway/Sidewalk These areas need to stay presentable without signs of weeds, graffiti or any other signs of despair. - Oil Stains Please make sure your vehicle is properly maintained and not leaking oil. - Parking Please park in appropriate areas for all vehicles. Keep in mind that this may vary for personal, recreational, or commercial vehicles. Make sure to double check with your Community Manager for specific parking details. Vehicles parked in the yard, street or on sidewalks are subject to towing at owner s expense and/or violation and fines. 12

15 - Sports Equipment All recreational sports equipment needs to be moved out of public view when not in use. - Trash/Debris Please make sure all trash/debris is stored in proper receptacles. Trash containers should not be stored in driveways or common areas, but in garages or behind a fence. Place containers on the street no earlier than the night before trash pick-up and store them no later than the night of the trash collection. Please store in areas that cannot be viewed from the street. HOA communities want these out of sight. - Exterior Lighting Please ensure all bulbs function properly. Remove holiday decorations within a reasonable amount of time (approximately 10 days). No signs, foil, cardboard, or any other item visible from the exterior, shall be displayed in the window of your home. CIty & HOA Rules Thank you in advance for your expected cooperation. Should you have any further questions please contact our office at

16 Understanding Your Landscaping Responsibilities A major benefit of renting a single family home is having private outdoor space. In fact, access to outdoor space is often a major reason that people choose to live in a home. It is important to keep in mind that while there are many benefits to having outdoor space, it also comes with some additional responsibilities. Proper landscape care improves the appearance of the home, reduces HOA and municipal fines, helps control pests, and prevents damage to the home. Resident Landscaping Responsibilities General Yard Care Mow lawn regularly, as needed. Water lawn and plants to keep them healthy. Trim tree branches below 8 feet in height. Trim hedges and shrubs at least 1 foot away from the home. Remove weeds from all flower beds and hardscape areas. Fertilize as needed. Rake and dispose of leaves and other debris. Clean up any pet waste quickly. CIty & HOA Rules Making Changes to Landscaping We recognize that part of making our house your home is creating your own outdoor environment. Residents are allowed to make changes to the landscaping with approval from their property manager. Landscaping Maintenance Service Requests If you observe any safety concerns or non-functioning sprinkler system equipment promptly create a service work order to submit a service request. 14

17 Rent Payments Metropolitan gives residents multiple options to pay rent. Paying Online is the most efficient way to ensure that your rent is paid on time. Benefits of Paying Online or Via echeck Paying Online: No worrying about your rent check being late or getting lost in the mail. echeck: Signing up for automatic recurring payments allows your rent payment to be deducted directly from your checking account each month. No worrying about forgetting to make your monthly payment. Online Payment Activation Set-Up Visit Click Portal Login or Residents on the top menu bar Under New Resident, click Enroll Today Complete form using your Resident ID for Account Number Pay via Direct Deposit (e-check) Complete the online payment activation set-up above. You may set-up recurring payments through this site. There is a $2.oo fee for using your bank account and routing number. Pay via Debit/Credit Card Metropolitan accepts all credit and debit cards There is a $2.oo % fee for using credit or debit cards 15

18 Additional Payment Options Certified Funds (money order or certified check) You can stop by your local office and drop off your rent payment using a money order or certified check. Make check payable to Metropolitan. Include your address and Resident ID (Account Number) in the memo. Alternatively, more information about our online payment options, please visit or call Cash Pay Now you have one more convenient option for paying your rent! Metropolitan Real Estate now accepts cash payments made from 25,000 retail locations nationwide like Wal-Mart, Kmart or some local grocery stores. Pay your rent while out running errands! Rent Payments 16

19 What is an Emergency? An emergency maintenance issue is one that is dangerous, hazardous, or if not addressed immediately could cause damage to the property or your personal well being. Emergencies typically include items such as: Electrical: Sparking, Fire, Smoke, Overheated Fixtures. Fire: call 911 Immediately, then contact Metropolitan Emergency Hot Line Lack of Air Conditioning or Heating Only if it poses a health risk. Heavy Structural Damage : Roof, foundation or walls. Plumbing: flooding due to roots or breakdown of fixtures. Theft: Resident must First notify Police then Contact Metropolitan Emergency Hot Line

20 Move OUT Our team will reach out to you with options for renewing your lease. You do not have to re-qualify or re- apply to continue your residency. However, do not wait too long to renew your lease or you may incur month-to-month charges. We understand that personal circumstances often result in having to move. In an effort to help make the move out process transition smoothly, and to maximize the deposit refund, our residents must follow the guidelines below. Our lease agreement requires our residents to return the home in a clean and undamaged condition, and if any damage or neglect is discovered, then the full cost to correct the issue will be charged to our residents. There are a few things you can do to help ensure you maximize the return of your security deposit, including: Return all keys to our office located at 4500 North 32nd Street, ste. 200, Phoenix Leave the home in the same condition as when you moved in. Thoroughly clean the home and remove all trash and personal belongings. Ensure the carpets are professionally steam cleaned after all your belongings have been removed. Follow the additional guidelines outlined below. Prior to Move-Out Residents Should paint: Use Magic Erasers to clear scuffs and baseboards. Leave painted areas clean, free from stains, major scuffs, scrapes, and holes. Remove all nails. 18

21 Painted areas are assessed and charged on a wall-by-wall basis. Painted areas should be repainted from corner to corner with Metropolitan approved paint and any holes should be patched to match existing texture. If matching paint cannot be located in the home, paint can typically be color matched using the Project Color app by Home Depot or Lowes. Failure to follow these guidelines can result in charges typically ranging from $300 - $2500. Flooring: Professionally clean carpets prior to move out. Resident will be charged to clean carpets if carpets are not cleaned properly. Resident will be charged for carpet replacement if any damage such as tears, un-cleanable stains, large stains, and pet odors are evident. Carpet damage can result in charges ranging from $150 - $2,000. Clean all vinyl and tile flooring prior to move out. Resident will be charged for any chipped tile or severely stained vinyl. Failure to professionally steam clean carpets can result in charges ranging from $150 - $550. Move OUT Landscaping: Leave both front and backyards in well trimmed condition. Remove all trash and debris from yard. Resident will be charged to bring yards back to compliance if left overgrown or resident did not maintain according to their lease agreement. Failure to follow these guidelines can results in charges ranging typically from $150 -$1,000. Driveways, Garages & Exterior: Leave driveways and garages free of oil stains. Resident will be charged for pressure washing to remove stains. All debris and trash must be removed from premises. All debris and trash must be removed from premises. Failure to follow these guidelines can result in charges ranging typically from $50 - $

22 Heating and Cooling Systems: Residents are required to replace AC filter every 30 days during their lease. Failure to replace filter can cause damage to the HVAC fan. Resident will be charged for any repair or cleaning needed to HVAC fan due to failure to change filter. Failure to follow these guidelines can result in charges ranging typically from $50 - $500. Window Blinds & Screens: Leave window blinds and screens in place, undamaged, and operational. Resident will be charged for blinds or screens that need to be replaced. Failure to follow these guidelines can result in charges ranging typically from $50 - $300. Move OUT Light Bulbs, Switch Plates & Outlet Covers: Leave home with all light bulbs in working order and all switch plates and outlet covers clean. Failure to follow these guidelines can result in charges ranging typically from $25 - $100. Appliances: Leave all appliances emptied, clean, and free of damage such as dents or broken parts. Resident will be charged a cleaning fee of $35 per appliance if not cleaned properly. Resident will be charged for any repairs or full replacement of appliance if it cannot be repaired. Failure to follow these guidelines can result in charges ranging typically from $35 -$1,500. Cleaning & General Repairs: Leave interior of home clean including window glass & sills, floors, ceiling fans, doors, counters, sinks, bathtubs, and showers. Failure to clean the home will result in a cleaning fee based on overall condition and size of home. Failure to follow these guidelines can result in charges ranging typically from $150 - $

23 Pet Related Damage: Correct any damage caused by pets, including chewed up doors, damaged flooring, holes in the yard, pet smells and odors, etc. Failure to follow these guidelines can result in charges ranging typically from $150 - $2,000. Smoking Damage: Residents are prohibited from smoking inside the home. Resident will be charged for any damage found in relation to smoking such as odor, discoloration, or burns. Failure to follow these guidelines can result in charges ranging typically from $150 - $2,000. If you have any questions regarding the move out procedures, please contact us at Move OUT Once you have moved out a Metropolitan Team member will inspect the home to assess any damages by comparing the condition noted on the move-in inspection to the condition at the time of move out. During the move out inspection, we will be able to indicate damages or conditions that will result in move out charges. Once any service, repairs or parts needed to restore the home to it s original condition have been contracted or ordered the actual charges are assessed and posted to your account. The final statement and any applicable security deposit refund will be mailed to the forwarding address given to us with your notice to vacate. Any refund check will be made out to all residents jointly. 21

24 Satisfaction Survey Please tell us before you tell the world. We want to make it right. Our team is always striving to improve and your feedback helps us do that. We will be requesting feedback throughout the time of your lease. Please provide us with your current address. Survey responses are kept anonymous and are strictly used to improve our service to you. You may contact us at any time via at If you would like to recognize a metropolitan Employee or Contractor for their excellent service please s us at fanmail@metrowb.com. 22