Rent, repairs, and everything else

Rent is paid in the resident portal, either as a one-off payment or as a recurring transfer you set up once. Payments post to your ledger the same day, and the ledger is visible to you at any time, so what we think you owe and what you think you owe are always the same number.

Submit it in writing through the maintenance request form, with photographs where you can. Written requests are timestamped, assigned, and closed out with a record. Habitability items are triaged first. If it is a genuine emergency — no heat in winter, no running water, an active leak, a sewage backup, a gas smell, or a property left unsecured — call the emergency line instead of writing, because a form is not read at two in the morning.

Anything that threatens safety or makes the home uninhabitable: fire, a serious gas leak, no heat in freezing weather, no running water, an active water leak, a sewage backup, or a door or window that will not secure. Call 911 first for fire, gas, or any threat to a person, then call our emergency line. Everything else is a written request, which gets it tracked rather than lost in a phone call.

We contact you well before your lease ends with the renewal terms in writing. We would rather renew than turn a property over, so a renewal offer is a real offer, not an opening position. If you are not staying, the same notice gives you the move-out steps and the deposit timeline.

The deposit is held and returned in accordance with the Virginia Residential Landlord and Tenant Act. Your move-in condition report and its photographs are the baseline, and the move-out inspection is measured against them rather than against a memory. Any deduction is itemised with the invoice attached, and normal wear is not a deduction.

Pet policy is stated on each listing, because it varies by property. Assistance animals are not pets: they are never subject to a pet fee or a pet deposit, and they are handled through our reasonable-accommodation process regardless of what a listing says about pets. Ask us and we will send you the form.

Not except in an emergency. Routine access — a repair, an inspection, a showing near the end of a lease — is arranged with notice, and we will tell you who is coming and roughly when. In an emergency we enter to stop the damage and tell you immediately afterwards what we did and why.