Current Tenant FAQ

Rent is due on the 1st of every month. The easiest way to stay on top of it is to set up recurring ACH payments through your Resident Portal – that way you’re never scrambling to log in and make a payment by a certain time.

Most leases include a short grace period, but the exact length depends on your specific lease agreement and state law. Check the payment terms in your signed lease, and reach out to us if you need clarification – we’re happy to confirm the details for your home.

The fastest method is the Resident Portal. ACH bank transfers are included in your monthly resident services fee at no extra cost. Credit and debit cards are also accepted in the portal, but come with a third-party processing fee. If you’d rather pay the old-school way, we also accept certified funds (money order or cashier’s check) by mail – just time your mailing so it arrives before the due date.

Life happens. If rent isn’t paid by the end of any grace period, a late fee is applied according to your lease terms, and we’ll reach out by text, email, and phone to make sure you’re aware. If something’s come up, the most important thing is to contact us early – we can almost always work through an issue if we know about it before it gets bigger.

When a payment is returned for insufficient funds or another reason, we reverse it from your account and apply an NSF fee per your lease. If that reversal pushes your rent past due, a late fee may also stack on top. After multiple returned payments, we may require certified funds (money order or cashier’s check) for future rent – this is standard across the industry and designed to protect everyone.

The sooner you reach out, the more options we have. Ignoring it is always the worst path – once the balance grows, formal legal notices (like a Pay or Vacate notice) get sent, which is the first step toward an eviction filing. We don’t want to go there, and neither do you. A phone call or email the day you realize you’re going to be short almost always opens the door to a workable solution.

Yes, and we recommend it. You can set up automatic recurring payments through your Resident Portal in just a few minutes. It’s free with ACH, secure, and takes one more thing off your monthly to-do list. You can pause or cancel it anytime.

We coordinate all maintenance on the owner’s behalf. You submit the request, we evaluate it, get owner approval when needed, dispatch a qualified vendor, and follow through to completion – you don’t have to chase down the homeowner or track down a repair person yourself.

Two easy ways: log into your Resident Portal and submit a request online (preferred – it creates a ticket we can track), or call our maintenance line. Either way, we’ll confirm receipt and keep you updated as the request moves through scheduling and completion.

We categorize requests by urgency so the right issues get prioritized:

• Emergencies (active flooding, no heat in winter, no AC in extreme heat, gas smell, electrical hazard, sewer backup) – responded to within 24 hours, often same-day.
• Urgent (non-working major appliance, no hot water, toilet issues in a single-bath home) – addressed within 72 hours.
• Standard (cosmetic issues, minor repairs, routine maintenance) – handled within 7 business days.

For routine repairs, we typically need a short window to get owner approval before dispatching a vendor. Once that’s in place, we move as fast as our vendor network allows – most requests get a vendor on-site within 2 – 5 business days, sometimes faster. Emergencies bypass the normal approval process and get handled immediately.

It depends on what caused the issue. Normal wear and tear, system failures, and age-related repairs are on the owner. Tenant-caused damage, clogs from misuse, or issues stemming from negligence (like failing to report a small leak that became a big one) are typically billed to the resident. We evaluate each invoice case-by-case and communicate clearly if something is going to be charged to your account.

We want move-in to go smoothly. Before you get keys, we complete a detailed move-in inspection – photos, notes, and a condition report that documents exactly how the home looks on day one. You’ll get a copy for your records, and we’ll make sure you have keys, garage remotes, mailbox access, and anything else you need to settle in.

A few priorities: set up utilities in your name (electric, water/sewer, gas, internet) as of your move-in date, read through your lease one more time so you know your obligations, and document anything you notice during your first walkthrough that should be added to the inspection report. Take a pass through the home and make it feel like yours – our goal is for you to feel settled, not rushed.

Submit a written Notice to Vacate through our online form. Most leases require 60 days’ notice before your intended move-out date, but your specific lease terms govern – check before you file. Once we receive your notice, we’ll confirm the timeline in writing and send you detailed move-out instructions covering cleaning, inspection scheduling, and the security deposit process.

We complete a final inspection that’s directly compared to your move-in inspection, so any changes to the property condition are documented fairly. Before the inspection, you’ll want to: remove all belongings, clean the home thoroughly, repair any damage you’re responsible for, and pay any outstanding charges. The cleaner and more complete you leave the home, the smoother the deposit return.

After move-out, we compare the move-in and move-out inspections to determine if there’s any damage beyond ordinary wear and tear. The property owner reviews any proposed deductions, and we send you a fully itemized statement along with any refund owed, in accordance with the timeline required by state law. Everything is documented with photos and invoices so there are no surprises.

We understand that life circumstances can change unexpectedly. If you need to terminate your lease early, we’re happy to work with you to make the transition as smooth as possible. Here’s how it works: you’ll owe a lease-break fee equal to 2 months’ rent, plus a $300 tenant replacement and administrative fee. No advance written notice is required — just make sure all fees and any outstanding balance are paid in full by the date you vacate and return possession of the property. Your security deposit cannot be applied toward unpaid rent, lease break fees, or other outstanding charges; it will be processed separately in accordance with state law and your lease agreement. To get started, reach out to your property manager or contact us through your Resident Portal.

The portal is your one-stop hub. You can pay rent, view and download your lease, check your payment history, submit maintenance requests, upload documents, update your contact info, and request lease changes – all in one place, available 24/7.

Access the portal anytime at luxmanagement.appfolio.com/connect (or use the portal link in our navigation). Log in with the email address on file for your account. First time logging in, or need to reset your password? Use the “Forgot Password” link on the login page – the reset email arrives within a few minutes.

If something isn’t working – reset email not arriving, wrong email on file, or general portal questions – reach out to our client service team during business hours. A quick call or email almost always gets it resolved the same day.