NEW TENANT HANDBOOK. Serving Northern Virginia, Maryland and Washington, DC

Transcription

1 NEW TENANT HANDBOOK Serving Northern Virginia, Maryland and Washington, DC

2 WELCOME TO YOUR NEW HOME! TABLE OF CONTENTS Introduction Staff and Offices Helpful Phone Numbers Maintenance Policies Care of Fixtures and Appliances Seasonal Maintenance Frequently Asked Questions

3 INTRODUCTION As your new Property Management team, we would like to thank you for leasing through Prudential PenFed Realty and welcome you into your new home. In order to make your tenancy as trouble-free as possible, we have prepared this Tenant Handbook to provide you with some necessary tools that will allow you to properly maintain your home and hopefully answer some of the more common questions. Please take a moment to take a look through this packet, it will give you all the basic information you will need to get started and settled into your new home. If after looking through, you still have some questions, please feel free to contact your property manager, who will be happy to answer any questions you might have and assist you any way they can. Prudential PenFed Property Management is committed to providing friendly and helpful service to all of our owners and tenants. Our policies are intended to promote a better relationship between Prudential PenFed Realty, you and our owners. Any suggestions from you on how we can improve our services are welcomed! First, a few basic facts about your lease: The lease agreement (Deed of Lease) is a legal contract between you and your landlord. Prudential PenFed Realty is the legal agent for the landlord acting under the authority and direction of the landlord by way of a property management agreement, but is not a party to the lease. It is our responsibility to collect rent, arrange for any necessary maintenance or repairs, inspect the property periodically and answer any questions or concerns that may arise with respect to the home or your lease agreement. You will most likely never meet your landlord. Rental payments are to be made to Prudential PenFed Property Management, 3050 Chain Bridge Road, Suite 305, Fairfax, Virginia Please ensure payments are due in our office no later than the 1 st day of each month and that your property address is on your check. If payment is not received by the 2 nd, it is late. If payment is not received by the 5 th day of the month (10 th day if you live in Montgomery County), then a late fee is assessed. Seriously delinquent rents are reported and could affect your credit rating. Should a bank return a check to us for any reason it will not be re-deposited and certified funds in the amount of the check will be required. In addition, a $50.00 handling charge and late fee will be assessed. The duration of your lease is fixed. Any early termination or extension of the lease must be negotiated with your landlord through your Property Manager. Your security deposit cannot be used to pay the last month s (or any other month s) rent. Pets are allowed only with prior approval of the landlord and only where permitted by the homeowners. There is typically a higher security deposit required of tenants with pets. When you move out, you must have the home professionally treated for odor and pests. Smoking in NOT permitted in this home. If smoke or smoke related damage is noted at the move out inspection, you may be liable for the entire cost of remediation. Your landlord will maintain all items referenced in the lease as Fixtures Provided, except those which are noted in As Is Condition, provided a malfunction is not caused or aggravated by tenant abuse or neglect. As Is Condition means that the landlord makes no representations as to the condition of the item and is not responsible for repair 3

4 should it prove inoperable or break during your tenancy. However, tenants will be held responsible for any damages that result from abuse or neglect of the item. Tenants must promptly notify us when there is equipment or system failure or a structural defect via or telephone. Tenants may not make repairs and deduct them from rental monies owed unless specifically authorized by the landlord. If you lose your keys or lock yourself out of your home, you may come to our office during regular business hours and we will lend you a set of keys. These must be returned within one week or you will be charged $25 to replace them. If the lockout occurs during non-business hours and you must call a locksmith, it will be at your expense. Should you desire to change the locks on your home, this may be done only with permission from the landlord and will be at your expense. One copy of the new key must be give to your Property Manager. Tenants are responsible for the following routine maintenance items: o Replacement of light bulbs and electrical fuses, if applicable o Cleaning or replacement of furnace filters regularly o Regular lawn maintenance, if applicable o Replacement of batteries in smoke/carbon monoxide detectors and garage door openers as needed o Pest control o Having all carpeted surfaces including steps professionally cleaned and o returning all keys, garage door openers, etc. upon vacating home Using reasonable efforts to prevent the accumulation of moisture and the growth of mold. If your home has outside faucets (hose bibs) the inside shut-off valves have all been closed prior to your occupancy. Refer to your Property Condition Report to determine the location of these valves which are labeled with red tags. At the same time, locate the main water shut-off valve which is labeled with a red tag. In a water related emergency, close this valve immediately. Should you elect to open the valves to activate the outside faucets, you must remember to close the valves prior to the winter season. You will be held responsible for any damage that may occur should you fail to do so! The use of available condominium or association amenities such as a swimming pool, tennis courts, parking garage or lot, party or recreation room, storage area or laundry facility may require a special permit, pass, or identification card. Tenants are responsible for obtaining these items unless otherwise noted. Approximately 60 days prior to the expiration of your lease term, Prudential PenFed Property Management will begin the marketing process to find a new tenant. This will include the mounting of an electronic lockbox on your door and if you have a yard, the installation of a sign post. Realtors will be instructed to call before showing the home but if no one is home they may access the electronic lockbox to enter the home. If a yard sign post is installed the sign rider will indicate For Rent until a tenant as been found. Under no circumstances may you remove, relocate or alter the yard sign! This summary is not a part of your lease; it is only provided to clarify certain aspects of the agreement. Read your lease carefully, familiarize yourself with its contents and do not hesitate to contact us if you have any questions or need any additional information. 4

5 STAFF AND OFFICES CORPORATE HEADQUARTERS 3050 Chain Bridge Road, Suite 305 Fairfax, Virginia Alana K. Alger, Director of Operations, Associate Broker & Licensed Real Estate Agent: Alana manages the daily operation of Property Management, a division of Prudential PenFed Realty. Donna Brewer, Business Development Coordinator Donna uses her management experience to gain business opportunities and relationships. Susan Arnsberger, Realtor Liaison Shelita Brown, Accounting Manager Suzanne Wilkins, Accounting Assistant VIRGINIA TEAM Chrissy Smith, Senior Property Manager: Covering Northern Virginia area 3050 Chain Bridge Road, Suite 305 Fairfax, Virginia FairfaxPM@PenFedRealty.com Shannon Rigney, Senior Property Manager: Covering Northern Virginia, Manassas and Lake Ridge areas Wellington Center Circle, Suite 107 Gainesville, Virginia ManassasPM@PenFedRealty.com 621 East Jubal Early Drive Winchester, Virginia WinchesterPM@PenFedRealty.com Robyn Whitaker, Senior Property Manager: Covering Shenandoah Valley, Loudon, Clarke and Fredrick Counties of Virginia VIRGINIA SUPPORT TEAM MEMBERS Tausha Magrum, Property Manager and Leasing Coordinator Mia Howard, Property Manager and Maintenance Coordinator Tina Williams, Property Manager and Property Services Coordinator

6 MARYLAND TEAM 4050 Chesapeake Street, NW Washington, DC Rita Carre, Senior Property Manager & Licensed Real Estate Agent: Covering Bethesda, Gaithersburg, Howard County, Olney and Washington, DC 565 Benfield Road, 1 st Floor Severna Park, Maryland SevernaParkPM@PenFedRealty.com Teresa Irby, Senior Property Manager: Covering Anne Arundel, Howard and Prince George s Counties in Maryland Ashley Moon, Property Manager 7501 Coastal Highway Ocean City, Maryland OCPM@PenFedRealty.com Pat Terrill, Senior Property Manager & Licensed Real Estate Agent: Covering Worcester and Wicomico Counties on Maryland s Eastern Shore Linda Wilson, Senior Property Manager & Licensed Real Estate Agent: Covering Harford and Cecil Counties in Maryland Emmorton Road Bel Air, Maryland HarfordPM@PenFedRealty.com 835 E. Fort Avenue Baltimore, Maryland FederalHillPM@PenFedRealty.com Beth Rolnick, Senior Property Manager: Covering Baltimore City, Baltimore, Howard and Carroll Counties of Maryland Ashley Lewis, Property Manager 3720 Leonardtown Road, Suite 110 Waldorf, Maryland WaldorfPM@PenFedRealty.com Lisa Tolson, Lydia Newman and Boris Ted Farmer, Senior Property Managers & Licensed Real Estate Agents: Covering Southern Maryland, lower PG County, Maryland and the District of Columbia 6

7 HELPFUL PHONE NUMBERS RENTERS INSURANCE: Executive Insurance Benefits MOVING: JK Moving Services VIRGINIA & WASHINGTON, DC: ELECTRICITY: Allegheny Power Dominion Virginia Power 888-DOM-HELP Toll Free Fax Dominion Power NOVEC Fax Manassas City Utilities Pepco Rappahannock Electric Shenandoah Valley Electric WATER: Alexandria Arlington Dale Service Corp (Dale City Sewer) Fairfax City Fairfax County Falls Church City Frederick County, VA Herndon Loudon County Loudon County Sanitation & Water Manassas City Manassas Park Prince William County Prince William County Service Authority Dispatch Fax Town of Leesburg Vienna Town Virginia American Water Co. (Alexandria/Woodbridge) Washington Gas Winchester City NATURAL GAS: Columbia Gas Fax Shenandoah Gas

8 Washington Gas Fax Washington Gas Light Company Toll Free TELEPHONE: Verizon (Winchester Area) Verizon (Northern Virginia) CABLE / SATTELITE: Adelphia Cable Cox Cable Comcast Cable STATE ASSESSMENT OFFICE: GENERAL INFORMATION: Manassas City Utilities Handles water, sewer, electric, trash Fax MARYLAND: ELECTRICITY: Allegheny Power Baltimore Gas & Electric Company Baltimore Gas & Electric Company (PG County) Baltimore Gas & Electric Company Toll Free Baltimore Gas & Electric Non Automated Line PEPCO (Prince George s & Montgomery Counties) WATER: Anne Arundel County Water and Wastewater #5 To report a water or sewer emergency call Baltimore City Bureau of Water and Wastewater Fax Metered Water Payments Baltimore County Emergency Sewer Service Storm Drain Service Public Works Communications, 24/ Water Department City of Bowie Water Department

9 City of Rockville Frederick City Frederick County Sewer Harford County Department of Public Works, Water & Sewer Division Howard County Dept of Public Works, Bureau of Utilities Yellow Water Issues Prince George s & Montgomery Counties Washington Suburban Sanitation Commission (WSSC) PG/Montgomery Counties Customer Information Unit Customer Information Unit Toll Free NATURAL GAS: Baltimore Gas & Electric Company Baltimore Gas & Electric Company Toll Free Frederick Gas TELEPHONE: Verizon new service Toll Free Verizon CABLE / SATTELITE Comcast Cable 800-COMCAST Comcast Cable Montgomery County Direct TV Dish Network - new customers Dish Network existing customers Star Power STATE ASSESSMENT OFFICE GENERAL INFORMATION: City of Rockville City of Gaithersburg Montgomery County Police Fax Montgomery County Public Schools 10 a.m. 2 p.m Montgomery County Bulk Trash

10 MAINTENANCE POLICIES Please remember that all routine maintenance requests must be submitted in writing ( is fine). This helps us track the work to be done. You are more than welcome to call and confirm receipt of your maintenance order. Your Property Manager will respond to all routine maintenance and repair requests, assign a vendor, and follow-up with you and/or the vendor to ensure the job was satisfactorily completed. Scheduling a maintenance appointment with the vendor is your responsibility, and if you fail to keep a scheduled appointment, you will be billed for the trip charge. We ask for cooperation from everyone. Maintenance workers cannot always accommodate your time schedule. It is your responsibility to provide access during regular working hours. Emergencies can be reported by telephone 24 hours a day. Call telephone number and when the machine picks up press 5. This routes you to your Property Manager,. Please review the following definition of an emergency: An emergency is considered to be a situation which threatens the safety of the occupants and/or the property, and cannot be controlled by the occupants. An emergency would include fires (after you have called the fire department), floods which cannot be stopped by turning off the main water valve, no heat in the winter, no air conditioning in the summer when the temperature is above 90 degrees, or an electrical problem which is in imminent danger of starting a fire. In case of such an emergency, please contact your property manager immediately. If no one answers, please leave an emergency message and then call the appropriate emergency number. *Call the Gas Company IMMEDIATELY if you suspect a gas leak* We appreciate your assistance in helping us provide you with better service. 10

11 CARE OF FIXTURES AND APPLIANCES Heating / Air Conditioner / Humidifier Furnace: Familiarize yourself with the operation of the thermostat; the fan switch should always be set on auto. Set the other switch to the appropriate heat or cool. If you have an electronic or energy saving thermostat, consult the owner s manual for instructions. Heat Pumps: Heat pumps usually do not circulate warm air as gas furnaces do unless they are run on the Emergency Heat setting which activates the resistance heat mechanism. Remember that using your heat pump in the emergency setting is more costly. Filters: Change or clean air filter every 2 months. This will not only help prevent problems with the system but will also maximize the unit s efficiency and result in savings on the cost of power consumption. If your unit is equipped with a high velocity permanent filter, please vacuum the filter in lieu of replacing it. Any damage which results from your failure to keep the filters clean will be your responsibility. Exterior Condenser Unit: Keep exterior compressor unit free of leaves and debris. The exterior coils may be cleaned with a garden hose to help prevent failures. Central Air Conditioning: Air conditioning can only lower the inside temperature from that of the outside by 10 to 15 degrees. With this in mind, the thermostat should not be set below 70 degrees. Window Air Conditioners: These machines should be operated conservatively as they are susceptible to icing, particularly at lower fan speeds. Humidifier: See that the water supply valve is open. Set the control (usually located on or near the furnace) to your comfort level. Set it to the off position during the cooling season and shut off the water supply valve. Oven / Stovetop / Hood Range / Microwave Standard Stove: Please clean the chrome drip pans regularly to prevent accumulation of solids. Do not operate the stove without the drip pans in place. Ceramic Stove: If your range is equipped with ceramic burners please DO NOT use abrasive cleaners on these! Special cleansers such as BON-AMI or SOFT SCRUB products are required to prevent damage to the ceramic surface. Self-Cleaning Oven: Always follow the oven cleaning instructions carefully, these can usually be found on the appliance. If you do not have instructions, please contact our office or download instructions from the internet for your model. Do not place anything in the oven during the cleaning cycle. Continuous Cleaning Ovens: Please follow the instructions for cleaning. The surface can be damaged if abrasive cleaners are used, use only soap and water; never use oven cleaners or abrasives as this will ruin the finish. Microwave Oven: Use only microwave safe cookware and other approved non-metal items to prevent melting. Keep all inside surfaces clean, especially the top panel. Never place metal objects inside or touch the infrared rotor. All Ovens: Please clean regularly, as accumulations of spilled food or grease can cause permanent damage to the surface and increase the risk of fire. Ventilated Oven Hoods: Many models have a removable filter that can be cleaned with hot water. Some all-metal types can also be cleaned in the dishwasher. Frequent cleaning of the filter can help prevent grease fires and improve exhaust ventilation. 11

12 Dishwasher Before Loading the Dishwasher: Always rinse large food particles from dishes before placing them in the machine to prevent the dishwasher drain filter from clogging. Remove any broken glass or other solids from the bottom of the dishwasher prior to operation. Detergents: Please use dishwasher detergents only in the machine. Other types of detergent and cleaners can cause damage to the unit or result in other undesired results. Air Gap: Water should not flow out of the air gap into the sink during the drain cycle. If this happens, the air gap may be clogged. Refrigerator Cleaning Coil Fan Intake Area: Vacuum/clean dust from the intake area located at the base of the refrigerator each month. This effort will save power and help prevent failure due to overheating. Temperature Settings: Keep temperature setting within the recommended range for your particular unit. Icemaker: Please DO NOT disconnect or turn off the icemaker; many refrigerator models will not operate properly and could disable the automatic defrost cycle unless the icemaker is operating. Interior Cleaning: Clean refrigerator interior with two tablespoons baking soda in 1 quart of water. A mile soap or detergent may be added if necessary. Garbage Disposal Proper Operation: Always run cold water while the disposal is in operation. Clogged Line: DO NOT place onion skins, celery, corn husks, bones, potato peels, fish bones, shrimp peels, watermelon seeds, dried rice or other similar types of refuse in the disposal. These items could become trapped under the blades, clog the machine or start to grow within the line causing the unit to fail. If the machine jams, turn it off and clean out. If the unit still will not operate, push the red reset button (usually located on the bottom of the unit). Remember, disposals are not garbage cans! DANGER!!: DO NOT USE DRAIN CLEANERS IN THE DISPOSAL! Blade Damage: Be certain that utensils, steel wool pads or other objects are not in the sink while operating the disposal. Countertops Kitchen counters are easily burned and scratched. Do not put hot objects directly on them and do not slice food on them. Washing Machine Use laundry detergent only, never dishwasher or other soaps. If the machine has a lint filter, clean it after every use. Do not overload. If the washer shuts off or makes a banging noise during the spin cycle, stop cycle and rearrange clothes to balance the load. Clothes Dryer Clean lint filter after every use. Do not overload and do to attempt to dry sneakers unless your unit has the tray attachment for such items. 12

13 Fiberglass Tubs and Showers Cleaning: DO NOT use abrasive cleaners such as Comet or Ajax cleanser on these units. Specially developed cleaners are available for fiberglass products. Most other cleansers will cause permanent damage to the fixture. Drains and Plumbing Please DO NOT POUR GREASE or other non-soluble liquids into drains. Bathroom Drain Cleaning: Bathroom drains which are not operating properly can easily be cleaned regularly by removing the drain apparatus. Please call if you should have any problems or need assistance. Most other drains can be cleared with retail drain cleaners available from the grocery store. Please follow instructions carefully. Clearing Backed-Up Toilet and Clogged Sinks / Tubs: This is a tenant responsibility and most often resolved by using a plunger. If that does not resolve the clog, a plumber will need to snake the drain which is a tenant cost. Hardwood Floors Hardwood floors typically have either polyurethane or a regular wax finish. In either circumstance, avoid using water on the floors as this will ruin the finish. Polyurethane floors should not be waxed; however, there are several cleaning products that may be applied. If the floors have a wax finish, make sure that the high traffic areas are well maintained to prevent damage. Wax floors should be cleaned, waxed and buffed at least twice a year. Your lease requires you to cover a percentage of these floors with area rugs, which is usually 80%. Light Fixtures Do not us a light bulb of higher wattage than a given fixture was intended to have, especially in ceiling fixtures. This may damage the fixture and could be a fire hazard. Sixty watts is generally the highest wattage recommended for any light fixture. Wall-to-Wall Carpet Vacuum regularly. Immediately treat all spills and stains with carpet cleaner; do not over saturate. Fireplace Be sure the damper is completely open before use. Avoid excessive use of chemically treated fire logs as these leave potentially flammable residues on the chimney walls. DO NOT burn pine logs in fireplaces, this causes a sappy buildup in the chimney and may become a fire hazard. Remove ashes regularly. Firewood must be stored against the house. Lawn and Plantings Lawn insect or fungus problems: If you are not subscribed to a lawn service, please help protect the homeowner s investment by calling to our attention any severe problems. Property Lawn Care: Lawns should be cared for in accordance with the Lease Agreement. Water to prevent loss Grass should be cut at least 2/3 times per month during the growing season Accumulations of leaves or pine straw removed during the winter months and spring 13

14 Electrical Outlets Kitchen/Bathroom/Exterior not working GFCI Circuits: all electric outlets in the bathrooms, kitchen and outdoors are controlled by special circuits called GFCI s. If you are experiencing any problems with the electric outlets in these areas, you will need to check all GFCI outlets. These outlets have a special reset button located on the face of the outlet that will need to be pushed in to reset the breaker. This should correct the problem INTERIOR SEASONAL MAINTENANCE Furnace Clean or replace the air filter regularly. All tenants are responsible for cleaning or replacing the furnace filter at the beginning of the fall heating season. Set the thermostat to an appropriate heat level for winter and cool level for summer. Inspect all supply and return vents for cleanliness and obstructions. For radiant heat systems, inspect for leaking valves or radiators. Fireplace When not using the fireplace, ensure that the damper is in good operating condition and closed when not in use. Inspect the flue and chimney and ensure it is unobstructed. You may be responsible to clean the chimney per your individual lease. Smoke and Carbon Monoxide Detectors Test all smoke detectors on a regular basis. Battery operated models will begin to make an intermittent beep when the battery is running low. Replace batteries in the fall and spring. EXTERIOR Lawn and Shrubbery Maintain the lawn and shrubs surrounding your home. Remove leaves and branches in the fall. If necessary, contact county authorities for information on damaging insect control. Gutters Inspect that all gutters and drains are free and clear of debris. They should drain freely away from the foundation. Winterization of Outside Faucets and Electrical Outlets Close all shut-off valves (green tags) to outside faucets, then open the faucets. Be sure to close faucets before opening shut-off valves in the spring. See that all outside electrical outlets are capped if possible or disconnect the appropriate fuses or circuit breakers. 14

15 FREQUENTLY ASKED TENANT QUESTIONS Q: How do I report a maintenance problem??? A: Routine maintenance and repair requests must be submitted in writing to Prudential PenFed Property Management. They can be ed, mailed or faxed to the office. Urgent maintenance requests (refrigerator not working, plumbing not working when there is only one bathroom, roof leaks, for example) can be called in during regular working hours. All emergencies, as defined in our Maintenance Policy, should be called in. Q: Can I be charged for maintenance at the property??? A: YES, if the maintenance is discovered to be caused by tenant damage or neglect, you will be charged for it. Also, you will be billed for a service call if you miss appointments scheduled with vendors. Q: Can I sub-lease the property??? A: NO. The lease agreement clearly states: No portion of the Premises shall be sublet or assigned without the prior written consent of the Landlord. Q: At move out can I rent a steam cleaner and clean the carpets myself??? A: NO. The lease states that prior to the move out inspection, the tenant shall Have carpets cleaned by a professional company acceptable to the Landlord and provide a paid receipt. If you have pets, you must use a licensed professional company to deflea/de-tick, since only licensed companies can provide the proper chemicals. Q: Can I get a pet after moving in??? A: NO. Permission must be obtained from owner before any pet is brought into the property. Q: Do I need renter s insurance??? A: YES. This is required in the lease agreement. You must provide Prudential PenFed Property Management with evidence of this insurance prior to your move in. Q: I don t want anyone in my property when I m not there. Do I have to let in repairmen or Prudential PenFed Property Management staff when I am not home??? A: You are required by the lease to allow entrance during normal working hours. If you are unable to be present during those hours, and the maintenance or visit is necessary, then you will have to allow access during your absence. Q: Can I change the locks??? A: No, not unless you ask for permission in writing. If permission is given, you MUST then provide Prudential PenFed Property Management with the new key immediately upon change of locks. We must have a working key to the property you are leasing at all times. Q: Can I install extra phone lines, a satellite dish??? A: Only with Landlord consent. 15

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