Owner Resources

Frequently Asked Questions

• Do you have electronic and automated systems set up? E.g., online portal.

  Yes—and it’s designed to give you complete visibility and control without the back-and-forth.

  Owners have access to a secure online portal where you can view statements, bills, invoices, inspection reports, 1099s, work orders, and estimates at any time. You can also message our team directly, keeping everything organized in one place.

  Residents have their own portal as well, making it easy to pay rent, review their ledger, submit maintenance requests, and communicate with us quickly.

  The result is a smoother, more transparent experience for everyone—so you always know what’s happening with your property, whenever you need it.

• Who holds the security deposits?

  We hold all security deposits on behalf of the resident in a dedicated trust account, in full compliance with state regulations.

  At move-out, our team completes a detailed evaluation of the property to assess any applicable cleaning or damage-related charges. The remaining deposit is then processed and returned to the resident within the timeframe required by state law.

  This structured approach helps ensure everything is handled accurately, transparently, and in accordance with all legal requirements—giving you peace of mind throughout the entire process.

• Can I reach you after hours?

  We are available to our clients by phone and email during normal business hours. For tenant maintenance concerns, we provide a 24-hour maintenance hotline. This service helps troubleshoot issues and determine the appropriate next steps, ensuring urgent situations are addressed promptly—even outside of regular office hours.

• What is your philosophy on repairs and replacement? Do you try to find the least expensive solution or do you prefer a more expensive option to create a repair or replacement will last?

  Our approach is simple: protect your property while making smart, cost-effective decisions.

  In our experience, choosing the lowest-cost option often leads to more frequent repairs and higher expenses over time. That’s why we typically recommend quality, mid-range materials and solutions that provide better durability and long-term value.

  That said, every situation is evaluated individually. We consider the condition of the item, the overall impact on your property, and the cost-benefit of the repair or replacement. Our goal is always to strike the right balance—controlling costs today while preserving the long-term value of your investment.

• When do you suggest that I have an occupied property evaluation performed by your office?

  We suggest an occupied property evaluation be performed every 12 months at a minimum to verify the condition of the property. This provides a proactive approach so that we can catch any potential issues before they turn into more costly repairs.

• Does your office solely decide on the price of the rent or is it something we work on together?

  We believe the best results come from a collaborative approach. Our team provides a recommended rental price based on in-depth market analysis, local expertise, and current rental trends in the area.

  From there, the final decision is always yours. If you choose a different price point, we’ll adjust the marketing strategy accordingly and closely monitor performance—making data-driven recommendations if adjustments are needed to secure a qualified resident.

  It’s important to note that pricing outside of PMI Patron’s recommended range may impact eligibility for our 28-Day Rental Guarantee. Our goal is to help you price your property strategically from the start to minimize vacancy and maximize returns.

• If I am purchasing a property with a resident already in place, how would the transfer of the documents and funds look?

  At the time of closing, all deposits, prorated rents, and any other resident funds should be surrendered to you. We will need these items as well as any lease agreements, ledgers, keys, remotes, or other details for the property forwarded to us at our office. You can either arrange for those items to be delivered to us or we can make arrangements to retrieve them.

• How many evictions do you have each month?

  Thanks to our thorough and consistent resident screening process, evictions are extremely rare. Since we began managing properties, we’ve maintained an eviction rate of less than 0.5% per year.

  In most cases, it’s uncommon for us to have even a single eviction in a given month. Our proactive approach—careful screening, clear communication, and consistent follow-through—helps prevent issues before they escalate, protecting both your property and your income.

• What is the average length of time a resident stays in a property once your team places them in the home?

  Our residents stay significantly longer than the industry average. We maintain an annual turnover rate of 20% or less, which means residents stay in our properties for over 5 years on average.

  This level of retention doesn’t happen by accident. It comes from a consistent, proven approach—pricing homes correctly from the start, maintaining properties in a way that supports long-term livability, responding to maintenance needs promptly, and implementing thoughtful, measured rent increases over time.

  We also focus on managing well-qualified properties, with a large portion being three-bedroom homes or larger, which naturally tend to attract longer-term residents.

  The result is fewer vacancies, more stable income, and a better overall experience for both owners and residents.

• How do you screen prospective residents?

  We take a thorough and consistent approach to resident screening—designed to protect your property while remaining fully compliant with Fair Housing regulations.

  All occupants age 18 and older complete an online application, which is evaluated using a standardized scoring system. We review credit history, including collections and bankruptcies, verify employment, and confirm rental history by contacting employers and previous landlords. Criminal background screenings are conducted in accordance with applicable laws.

  As part of our process, we also connect directly with applicants by phone or in person to clarify application details, confirm information, and answer any questions about the property.

  This structured and consistent approach allows us to make well-informed decisions while ensuring every applicant is evaluated fairly and objectively.

• How do you handle maintenance request from residents?

  Residents submit maintenance requests through their online portal, and our maintenance coordinator reviews each one promptly.

  About half of all work orders are resolved at no cost to you—either through simple troubleshooting with the resident or determining the issue doesn’t require a vendor at this time.

  When repairs are needed, we coordinate with trusted vendors and obtain your approval for any work exceeding the agreed reserve amount. If additional funds are required, we request them in advance.

  We also monitor request patterns closely. If a resident submits excessive or unnecessary requests, we flag and manage the situation to help prevent avoidable expenses.

  This approach keeps costs under control while ensuring your property stays well maintained.

• Do the damage costs charged to the Resident at move-out include all repairs, damage fees, and maintenance that the Resident is responsible for?

  Yes. At move-out, we conduct a detailed inspection and compare the property’s condition to the original move-in report. Residents are charged for any damages beyond normal wear and tear.

  These costs are deducted from the security deposit. If damages exceed the deposit amount, we take additional steps to recover the remaining balance, including pursuing collections if necessary.

  Our goal is to ensure your property is restored properly while holding residents accountable in a fair and consistent manner.

• Do you have any resident fees that are charged during the occupancy? If so, are they shared with the owner?

  We take a transparent and straightforward approach to resident fees. Unlike some companies, we do not charge hidden or excessive fees such as lease administration fees, leasing fees, or mandatory resident “benefit packages.” Many of these practices create confusion and, in some cases, are not permitted under California regulations.

  The only fees we charge are clearly defined and tied to actual services:

  • Application fee to cover the cost of screening
  • Late fee (6% of rent) to offset the additional time and effort required for notices and collection activity
  • NSF fee ($35) for returned payments

  At move-in, residents also have optional services available to them. These include a $29/month resident benefit package (which provides HVAC filter delivery, credit reporting for on-time payments, and identity theft protection) and renters insurance if they choose not to provide their own (starting at $16/month).

  These fees are not a profit center—they are designed to cover real costs, encourage timely payments, and provide added convenience and protection for residents. Our focus is always on transparency, compliance, and protecting your long-term investment.

• Can you assist in utility setup for my property? If yes, what if any cost is associated with this service?

  Yes—we make utility setup simple and hands-off for you.

  At the start of management, we’ll guide you on keeping utilities in your name and provide a clear timeline for when they should be transferred before a resident moves in. After that initial setup, you won’t need to place utilities back in your name again while we manage the property.

  Between residents, we handle utility transfers by placing services in our name to keep everything active and avoid interruptions. Any utility charges during this time are simply billed through your owner statement—there are no additional service fees for this.

  Our goal is to ensure a smooth transition between residents while keeping the process easy and fully managed on your behalf.