Property Owner Portal Frequently Asked Questions

• How can I access my account?

  Easy! Please see the OWNER PORTAL button to the right on this page, and also a blue link at the very top of this website. If you don’t know your password, please let us know and we’ll be happy to assist!

• When and how will I receive rent?

  Most tenants pay rent electronically and we receive rents between the 1st and 5th of the month. Any rent paid after the 5th is considered late.

  When rent is received, we deduct the monthly management fee, and any repair or incidental expenses that you owe. We make every effort to notify you in advance if there will be a deduction from rent other than routine monthly fees.

  Owners are paid electronically between the 7th and 10th of the month. Statements are posted to owner accounts around the 10th of the month.

  If your bank deposit information has changed, please log into the Owner Portal and update – or let us know and we’ll make the needed changes for you.

• How are repairs and emergencies handled?

  We respond quickly to all tenant repair requests. In most cases we will troubleshoot the problem with the tenant, before placing a repair order with a contractor. We will attempt to notify you promptly if we expect the repair to cost more than about $350, or if we feel it’s best to get your opinion or explicit approval.

  If it’s an emergency, we first respond to ensure steps are taken to protect your tenant and your property. Then we will notify you. If you decide to place an insurance claim for damage, we will coordinate with your insurer to facilitate estimates, quotes, and to make sure all repairs are made promptly with as little inconvenience to the tenant as possible.

  Once we are satisfied the job has been completed, and we receive the contractor’s invoice, we will upload the invoice to your account on the Owner Portal. You can view the invoice any time. In most cases the invoice will be paid and deducted out of the following month’s rent.

  If you prefer to mail us a check or pay by credit card, please let us know.

• Do you have Special needs and/or requests?

  Should you need our assistance in any way, do not hesitate to let us know

  • Visits by appraisers for refinancing
  • Special projects to maintain or upgrade your home
  • Pick up mail for forwarding (a small fee may be charged)
  • Pay HOA or Condo dues from rent, or pay Mortgage from rent – FREE!

• Do I need special insurance?

  Landlord Insurance coverage is important and mandatory. It protects you against injury and other claims a tenant might make against you.  Please consult with your insurer to see what level of coverage is best for you and your home.

• What should I tell my condo or homeowner’s association?

  Please contact your condo association or HOA and have them add Key Home Sales and Management as an additional point of contact.  Provide them with any necessary permissions or paperwork to allow the association to contact us directly in emergencies or to report violations.  Complete any pool pass and/or parking pass paperwork and ensure it gets to us so tenants will be able to use the facilities and park without being towed.  Our staff will diligently follow up with the condo association or HOA to ensure the tenant is able to register their vehicle and obtain any needed fobs, passes, or keys.

• Do I need a special license?

  Some jurisdictions (such as Fairfax City) do require a landlord to obtain a license.  Most jurisdictions in Northern Virginia do not.  It’s a good idea to check with your city or county website, or call your government office and confirm.

• How can I reach you for emergencies or urgent matters?

  Rest assured our phones are monitored 24/7.  Please call and leave a message, or email us.  We answer emails early in the morning and late at night.  We understand many of our owners are in very different time-zones and do our best to be available when you are able and need to talk.

If you plan on being in the area and would like to drop in on your property, please let us know at least a week in advance so the tenant can be given proper notice. We’d love to tour the home with you to go over condition and discuss any needed repairs or projects.

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