Old City Investments Resident Handbook

March 2nd, 2020 v. 3.0 Property of Old City Investments

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Table of Contents

Table of Contents:I. Welcome- p. 3II. Rent Collection & Late Fees- p. 4III. The Basics/ Important Policies- p. 5IV. Maintenance- p. 7V. a. Emergencies- p. 7

b. General Repairs- p. 8c. What to Report- p. 9d. Submitting Maintenance Requests- p. 10e. Helpful Maintenance Tips*- p. 10-12

V. Maintaining Your Home- p. 12 KitchenBathroomCarpets and FlooringWindows and Window Furnishings

Tenant Required Replacements- p. 14 Landscape & Grounds- p. 14

VI. Pets &Wildlife- p. 15VII. Pest Control- p. 16VIII. Vacating Checklist- p. 18

Disclaimer: This handbook is provided for informational purposes only and does not constitute a portion of your rental agreement (lease). Please review your rental agreement carefully, familiarize yourself with its contents and do not hesitate to contact us with any questions. The intention of this Handbook is to help clarify the tenancy process and provide general information.

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I. Welcome Letter

Dear Resident,

As your property management team, we would like to welcome you into your home and thank you for choosing to work with us. The purpose of this handbook is to assist you with caring for your home and also will answer the most common questions you will have while working with a property management company.

Please take a moment to look through this packet. If after reading this handbook you still have some questions, feel free to call our office at (434) 385-1354. Our 24/7 Maintenance Number is: (434) 385-1940.

Old City Investments property management is committed to providing friendly and helpful service to our owners and tenants. Any time you have a question or something you would like to discuss, someone from our team will always be willing to help.

Sincerely,

Old City Investments

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II. PAYING RENT/ LATE FEE

• Rent is due on the 1st of each month. We provide a 5- day grace period and a late fee will occur if your rent is not received by the end of the 5th day.

• Late fees vary based on your lease but are generally 10% of your rent.

• If a rent check is returned for insufficient funds (NSF), all charges including NSF, late, and posted fees will be charged to you.

• If you are experiencing financial difficulties and expect to be late on rent, please let the office know. We are much more willing to work with you if you communicate with us.

How to pay rent:

• Rent can be paid at the office by check, money order or cashier’s check (payable to Old City Investments). You may also mail your rent in, but it must be received by the 5th. Mailing address for rent is: Old City Investments, PO Box 3479, Lynchburg, VA 24503.

• Rent may be paid in person during our office hours or after hours by utilizing the drop box. Be sure the envelope is properly labeled with your name and address. We do NOT accept Cash.

• Our office is currently located at 3313 Old Forest Road, behind the Yellow Submarine restaurant, in a red barn building.

Referral Credit:Old City Investments offers a $50 referral credit to your account if you recommend someone who is approved and successfully signs a lease with one of our properties.

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III. The Basics

Important Policies:

• Rental Agreement: The duration of your rental agreement is fixed and specified in your lease.

• Security Deposits: Your security deposit cannot be used to pay last month’s rent or any other month’s rent.

• Pets: Animals are only allowed with prior approval of the owner and/or property management company. Any unapproved pets are a violation of your lease and may result in lease termination. A maximum of two pets are allowed unless you have written approval. Each pet requires a $250 deposit. All pets must be fixed and up to date on vaccines. All pets must be leashed when outside your home (no tethering/ tying out is allowed). You MUST pick up after your pet; there is a $25-$50 clean-up fee if you do not.

• Vehicle Parking: Only approved and operational vehicles in designated areas are allowed. Please consult the rental agreement for more details. Parking in the grass is not permitted. If you or your guest park in the grass and destroy the grass or landscape, you will be responsible for the cost of the repair.

• Guests: A guest(s) staying longer than 14 days will require approval by management.

• Noise: You are subject to all laws pertaining to noise and your rental agreement (lease and lease addendum). Please keep in mind that you live in a shared community to which everyone is entitled to the quiet enjoyment of their own home. There will always be some transfer of noise that comes with community living, but noise should be kept at a reasonable level especially after 10:00pm. Each resident is responsible for their family and guests.

• Lease Violation: If you receive more than two lease violations in one year, you may be subject to lease termination.

SMOKING: All properties are non-smoking. Smoking is not allowed inside of any of our properties (including foyers). We also ask that anyone smoking outside of the buildings do so at least 20 feet away from any windows or entrances, as some of our residents may have health issues affected by smoke. Do not throw your cigarette butts on the ground, or you will be responsible for the cost of a “pick up” fee ($25 per pick-up).

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• Trash: Throw into trash receptacle provided (where applicable). Individual trash containers should be kept on the side or rear of the building, never in front. If you have trash that exceeds the normal pickup, you are to arrange to have it hauled away at your expense. You will be charged for removal if management arranges for the pick-up of anything left out.

• Personal Belongings: Pick up your personal belongings; do not leave items outside (in the grass, strewn across the parking lot, or community backyard). Only patio and deck furniture are permitted on patios and decks, as these are not to be used as a storage facility. Management is not responsible for the theft or damage of any personal items left outside. Do not store personal items in shared foyer/ hallway spaces (if applicable). Items in shared foyer/hallway will be considered a fire hazard and may be removed without notice

• Exterior Buildings: Nothing may be attached to the exterior of the buildings (specifically satellite dishes). You will be charged for the removal and repair of any satellite dishes (or anything else) you have had affixed to the exterior of the building.

• Cleanliness: Keep your home in a clean and sanitary condition. Food and trash left out will attract pests. Pests that are attracted to a dirty residence will be a problem for other residents. Pests issues stemming from tenant negligence will result in extermination at that tenant’s expense.

• Grilling: If grilling, the grill must be no less than 10 feet away from the building. The grill and grilling equipment (i.e. charcoal, propane, gas, etc.) must be stored in a clean and safe manner outside of the building. Please use common sense when operating anything flammable and never leave a grill unattended.

• Routine Maintenance: As you become more settled in your new home, it is important to manage routine maintenance items. Here are some examples of routine maintenance items you are responsible for:

o Replacement of light bulbs o Cleaning and/or replacement of furnace filters o Regular yard and lawn maintenance (if applicable) o Replacement of batteries in smoke detectors as needed

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IV. Maintenance.

When a maintenance request is called in by a tenant, the maintenance contractor(s) and/or management may enter with a passkey (per LIS > Code of Virginia > 55-248.18 ). Tenants are welcome to request an appointment or a call ahead for non-emergency maintenance, but it will be on the contractor’s schedule. In the event of an emergency, maintenance and/or management may enter a unit without notice.

A. EMERGENCIES. Management has a 24/ 7 maintenance line in place. The direct phone number is: (434) 385-1940. Response times are based on the nature of the emergency. We use Abodea for our 24/7 maintenance services. In the event that Verizon lines are down, the direct number to Abodea is: 855-559-5525.

What is an Emergency? There are FEW emergencies. The definition of an emergency is: a life-threatening situation such as a fire, flood and/or uncontrollable water, electrical problem, smell of gas, etc. In the event of a life-threatening emergency, call 9-1-1 immediately. Emergencies (and sometimes priorities) pose immediate risks to health and safety, or immediate risks of damage to the property.

• Emergencies causing immediate danger, such as fire: call 911 first.

• Emergencies involving gas: call the gas company and if necessary, 911.

• Emergencies involving IMMEDIATE electrical danger: call the utility service. Example: If you have a downed power line or an obstruction on a power line, call your utility company provider. Call 9-1-1- (in addition to your power company) if it is a safety or life-threatening hazard). Then call the maintenance line or office (if during open hours).

• Emergencies such as backed up plumbing or flooding, call the 24/7 maintenance line at any time: (434) 385-1940 or call the office at (434) 385-1354 during our business hours.

• An emergency is NOT inoperable heat, inoperable AC, or inoperable appliances – these are priority items and we will work with vendors to have them fixed as soon as possible. There

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are some exceptions relating to resident’s health and age and the outside temperature.

B. GENERAL REPAIRS.

General repairs are non-emergency maintenance. Non-emergency maintenance is anything that does not pose a risk to health and safety or to the property. The tenant will be responsible for the cost of repair if the contractor responds to a request and finds that the tenant caused the damage. Tenant may also be charged if the contractor finds nothing wrong. We use contractors for all of our maintenance requests, and they bill for every visit/job. The cost of unwarranted or unnecessary visits by a contractor will be passed on to the tenant.

• Tenants are required to call in anything that could or is causing damage to the property. If a tenant fails to notify management of any maintenance issues, it could be considered negligence. Gross negligence is a direct lease violation for which the tenant may face lease termination and will be charged for damages. Example: a leak in your ceiling that is not reported and causes extensive damage to the structure. If the leak had been reported, the damage could have been avoided.

• When you call, please explain your problem clearly and calmly, giving your name, telephone numbers and address. A representative will complete a work order and assign a vendor to contact you. In most cases, the vendor will not be able to make an appointment immediately. Failure to show at a scheduled appointment can mean a charge to you.

• If you do not hear within 3 business days, call the office and inform us a vendor has not contacted you. A staff member will contact the vendor to find out the cause of the delay, and then inform you when a vendor contact can be expected.

• If the issue isn’t resolved after a repair has taken place, please call us

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and state you had a recent repair but there is still a problem. Recent repair means within the last 60 days and pest control work means within 30 days. If you fail to report this and there is further damage, you may be responsible for the cost of the damage.

C: What to report

• Any sign of mold in the property immediately. *Mold is not the same as mildew; mildew may build up in bathrooms that have not been properly ventilated and/or cleaned

• All toilet and faucet leaks and any plumbing backups• Electrical problems• Heating and air-conditioning problems• Inoperative smoke detectors (not relating to dead batteries)• Faulty appliances supplied by property and/or management• Roof leaks• Any other necessary repairs or unsafe condition• Pest control items such as bees, cockroaches, rats, termites or other

major infestations

Residents will be responsible for the following charges:• If the Resident fails to report necessary repairs• If there is a service call and the technician come to find out it is

just a tripped breaker (or you have not paid your electrical bill)• If a technician comes out for an oven repair and it is on time bake and

is NOT defective• When Residents cause sewer stoppages/blockages in the bathroom

(examples: toys, objects, excessive hair, tampons clogging drain) or kitchen (examples: improperly disposed of items like paint, grease, wax down drains)

• If the Resident fails to meet a vendor at an assigned appointment and there is a vendor charge

• If the Resident or Resident’s Guests or Invitees cause damage to the property

• If the Resident’s pet causes damage to the property• If the Resident reports a repair which does not require service

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• If the Resident fails to replace battery for smoke detector or battery for remote door opener, and causes a service call for only battery replacement

• For replacing doors, jambs, broken glass and/or windows unless the Resident provides a Police Report detailing the cause of the problem showing forced entry by others.

• For damage to walls, carpets, floors, etc. because the Resident left the windows or doors open during rain or wind.

D: SUBMITTING REQUESTS/IMPROVEMENTS.

• If a maintenance issue should arise, please complete a maintenance request by submitting a work order online or by calling the office. When making a request, please be as specific as possible about what the problem is.

• If you need to be present, remember that contractor’s typically schedule appointments Monday-Friday, from 9AMto 4PM. All appointments are at the convenience of the technician’s schedule.

• Residents are responsible for securing any pets that may be encountered on the visit to the property. Maintenance/management is not responsible for any pets that escape.

• Residents may put in written requests for improvements to the property but in no way is the Owner required to make them. Once a Resident has signed a lease for a property, they are accepting the property in its current condition. Residents may request to make improvements at their own expense but are not permitted to do so without the Owner or property manager’s prior written consent. ALL REQUESTS AND APPROVALS MUST BE IN WRITING.

• Residents may request maintenance to perform specific requests (example: install a ceiling fan) and we are happy to oblige, but Resident must pay for the service fee of the contractor.

E: HELPFUL MAINTENANCE TIPS

Check the following before calling, if appropriate:

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1. If the oven does not work: check time-bake to be sure the settings on the unit are not preventing the oven from working. An oven set on time bake WILL NOT HEAT. A service call to repair an oven on time-bake can mean a charge to you.

2. If the air-conditioner/heat does not work: check ALL circuit breakers. Often during hot weather (or extreme cold) or if a circuit breaker overloads, it will trip off the circuit breaker. A tripped circuit breaker is often difficult to see and could appear that it has not been tripped. Therefore, you must turn the breaker all the way off and then turn the breaker all the way on. If you do not turn the circuit breaker all the way off, it does not force itself to correct the problem.

3. If the garbage disposal does not work: check underneath on the disposal unit and push the reset button. If something is stuck and the blades do not turn, try putting a broom handle down the disposal and give it a gentle twist, but do not exert extreme force. DISPOSAL MUST BE TURNED OFF BEFORE TRYING THIS. This can break the disposal loose, and then it should work. If this does not work, call us. Resident will be charged for the contractor’s service fee if they have caused the damage: example, items like chicken bones, nails, plastic, etc.

4. If the electric does not work in part of the house: Check your breaker first. IF YOU HAVE GFI (Ground Fault Circuit Interrupter) PLUGS: Check for the GFI plug, which is usually located in the garage, patio, kitchen, or the bathroom. Restarting the GFI plug will most likely restart the electric. Sometimes there is more than one GFI; it is a good idea to check around the house to be aware if an electrical problem should occur. There may not be GFI plugs in homes built before 1970.

If the electric (or electricity?) does not work anywhere in your home, please call your local utility provider before calling management.

5. If the smoke alarm does not work: First, check the batteries. If a new battery does not work, call in a work order. Tenants are responsible for the replacement of batteries. It is important to replace batteries and NOT disconnect the smoke alarm. Normally, the smoke alarm will emit a beeping

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sound when the batteries are not working or losing their charge. Test your smoke alarms every thirty days. If the smoke alarm is not working, call us to place a work order immediately. Remember a smoke alarm is for safety, and it is very important to check it regularly to see if it is working. Do not disconnect or remove a smoke alarm EVER.

6. In the event of a power outage you would need to contact your service provider.

7. If a toilet is running, overflowing , or leaking uncontrollably: please shut off the water supply until maintenance can get there. The cut off valve is generally located down behind the toilet bowl. Same goes for sinks, water heaters, etc.

8. If you have a minor water leak or can’t locate a cut off valve please place a bucket beneath, if possible, until maintenance can get there.

C. Maintaining Your Home

Kitchens• Keep food cleaned up at all times and clean oven/stove hood vents

regularly. This helps prevent pests in both your home and those around you.

• Ovens: Do not leave oven on and unattended when leaving the house at any time. Do not allow grease build up as this can cause fires. Clean regularly. If the oven is a continuous clean oven, do not use a commercial oven cleaner, such as Easy Off. This will only ruin a continuous clean oven. For continuous clean ovens, turn on to 450 degrees and leave on for 2-3 hours. High heat helps the cleaning process. Then wipe out with a damp cloth after oven cools. Do not leave oven on high heat for longer than 3 hours. Regular ovens that are not continuous or self-cleaning: Use a commercial oven cleaner, such as Easy Off, and follow directions on the product. On self-cleaning ovens, follow the cleaning directions, usually located on the top of the stove/oven.

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Bathrooms• Prevent mildew and mold from accumulating.• If mildew and mold appear, use a product such as Concrobium or Tilex

to remove immediately. These products can be used on bathroom ceilings to help treat and prevent mold and mildew buildup.

• Keep bathrooms properly ventilated to prevent mildew and mold from happening: Use an exhaust fan or window while taking showers and for an extended reasonable time afterward.

• NEVER flush anything other than toilet paper down a toilet. Items like q- tips, tampons, paper-towels, etc., can cause blockages. If a blockage is caused by something other than toilet paper, you may be responsible for the cost of repair.

Carpets and flooring• Maintenance and cleanliness of carpets and flooring are the

responsibility of tenants during occupancy, when moving, and at their own expense.

• Keep floors vacuumed.• Immediately clean up spills to prevent stains and damage.• Do not use wax on vinyl or tile.• Use only hardwood floor cleaners on hardwood floors.• Have carpets steam cleaned when appropriate; do not use home

floor cleaning machines.

Windows and window furnishings/ AC boxes• Maintenance and cleanliness of windows and window furnishings are

the tenant’s responsibility during occupancy, when moving, and at their own expense.

• AC Window Boxes must be approved by maintenance before installation. AC window boxes can cause leaks, stains, and have the potential to rot out window frames; tenant will be responsible for any damage caused by window boxes. If approved, window boxes must be removed after the summer months.

• Close windows against the elements of weather, when appropriate,

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to avoid water-related damages.• Close doors and windows when leaving the residence.

D. Tenant required replacements: • Replace burned out light bulbs with the correct size, but do not use

light bulbs in excess of 60 Watts.• Replacement of furnace and air-conditioning filters is a requirement:

Replace monthly if you have pets or smoke (Please Note ALL OLD CITY INVESTMENT PROPERTIES ARE TO BE SMOKE FREE)/Replace at a MINIMUM every three months, and with the correct size. The filter size is on the side of the filter, and an arrow indicates the direction of the airflow.

• Dirty filters that are not replaced regularly (especially if you have a pet) can cause problems with your air conditioning unit and heat.

• Replace smoke alarm battery when needed. Normally, the smoke alarm will emit a beeping sound when the batteries are not working or losing their charge. Do not remove a smoke alarm because it is not working or beeping. By doing so, you endanger all residents and guests and you could be liable for damages in the event of a fire.

• Properly dispose of the following: toxic waste such as oil, antifreeze, batteries, and solvents. Never leave them out in the open where animals, pets, and/or children can be poisoned.

• Place garbage in the proper receptacles provided and in accordance with city and/or county rules.

E. Landscape/ Grounds:

• Many rentals have an existing contract in place with landscape professionals. Our single-family homes require the tenants to perform the general upkeep.

• If your residence has an existing contract in place (duplex, four- plex, multi-plex, townhomes) please be sure not to disrupt any part of the landscape or impede the access of the landscaping professionals. DO NOT PLANT ANYTHING IN THE FRONT FLOWER BOXES OR GARDEN BEDS. You may plant things in flowerpots and containers. In addition, landscaping needs to be able

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to mow, plant, prune, and cut without having objects in their way.• If you leave anything outside, we will not be responsible if it

is damaged and you may be charged for any fees the landscaping professionals may charge us for removal, lifting, etc.

• The grass must be free of objects like toys, playgrounds, bicycles, etc.• Do NOT alter any garden beds, grass areas, etc.,

without written approval from the office.• If there are sprinklers or hoses, please call or email the office if you

notice any leaking or potential hazards.

Holiday decorations and lights• Hang lights and decorations properly and carefully.• Before hanging, check for bad plugs and loose wires. If you

find defects, dispose of the lights.

V. PETS & WILDLIFE

A. PETS. No pets of any kind will be permitted in the leased premises without the LANDLORD or Management’s prior written consent/ approval.

Any pets approved are done so on the condition that they are up to date on vaccinations and have been spayed/neutered. UNVACCINATED AND UNFIXED PETS ARE NOT ALLOWED- this is for the safety and health of all residents (exceptions only via a licensed veterinarian). A$250.00 pet deposit is required PER PET, unless otherwise specified by the landlord in writing. Any living animal you keep in your home is considered a pet. Tenants must also obtain approval for aquariums larger than 15 gallons (we require renter’s insurance if aquariums are larger than 15 gallons). Different properties may have different restrictions on pets as far as number, type, weight, etc. Tenant is responsible for any damage pets may cause. We do NOT allow outdoor pets. Any pet outside must be supervised by its owner and all dogs must be on a leash when outside and with a person. Pets may not be tied out, tethered, or chained, ever.

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Pets that pose a danger to others are not permitted on the property under any circumstances. Any pets found to be a danger must

be removed from the property immediately or tenants’ lease will be terminated.

B. Wildlife. Management is not equipped to handle wild animals. In the event of a wildlife emergency please call your local animal control and/or The Blue Ridge Wildlife Center at 540-837-9000. Please also call the office to report the issue. For your own safety, do not attempt to handle wild animals.

Here are some tips to help keep wild animals away from your home:

1. Place all trash in designated receptacles with the lid closed to keep animals from climbing in.

2. Do not feed strays or leave food outside.3. Store pet food inside.4. Make sure there are no open spaces in which animals could

come in from outside. Check for openings under sinks (around pipes), in storage areas, and in door thresholds. If you find openings, please call the office so maintenance can seal.

VI. PEST CONTROL

Tenant(s) shall be responsible for any pest control above and beyond any regular treatment that the owner may provide. Some properties may not have a regular treatment contract, in which case the tenant shall be solely responsible for treatment.

• Tenants are required to do normal insect maintenance when needed.• When storing pesticides, be careful about the safety of

children and animals at all times.• Some pests are just a natural occurrence and an important part of the

ecosystem (ants, spiders, ladybugs, etc.), and can be treated by tenant with their product of choice, but management recommends a natural,

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safe, and eco-friendly solution. Tenants should make sure any product they use is safe for indoor use and will not cause harm to other residents or their pets.

• For insects, such as ants, fleas, grasshoppers, and more (even spiders), we recommend diatomaceous earth (food-grade). Please follow the instructions carefully. We keep this at the office and are happy to give away small containers of it, free of charge. Please call first so we can have it ready for you.

• If the insect problem persists, call the office.• For rodent control, observe the following: if you have ordinary field

mice, you can purchase several common controls at grocery or garden supply stores. We do NOT allow glue traps (if not monitored or disposed of properly, they can harm small household pets).

• If you see rats or large rodents, contact the office immediately. One rat is one rat too many.

• Pests such as mice and roaches are attracted when food and trash is left out (example- crumbs on the floor) and can become a problem for other residents. Please keep your unit in a clean and sanitary condition to help avoid these issues.

Do’s and Don’ts of Pest Control

• Try to eliminate moisture around your home, especially in basements and crawl spaces. Why? Most insect thrive in these conditions and can make control more difficult.• Allow our technicians entry when scheduled. Why? The technicians will be able to monitor the situation and give better service if we are able to do the service when scheduled.• Educate your technician. Why? The technician will be inspecting for additional infestations; however, he may not notice specific problems due to timing. For example, Carpenter ants are more active at night.• Give the service time to work. Why? Your service is designed to control insects over a period of time. Immediate control of infestation is impossible.• Fleas and Roaches take time to control. Why? They reproduce extremely fast,• Keep your house free from food debris. Why? When using baits, roaches will not respond if food is lying out. Also, ants cannot be controlled if food is lying out.• It seems that there are more insects than ever after the first

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couple treatments. Why? We have treated the cracks and crevices and the insects are trying to escape.

VII. Vacating Checklist

• All residents are required to give a 30-day calendar, WRITTEN notice stating their intent to terminate their lease and vacate the premises.

• Once you provide us with written notice, we will send you our move- out list.

• We do not allow security deposits to be used as last month’s rent.• When moving out, all flooring must be cleaned (carpets need to be

professionally cleaned).• All windows and blinds must be cleaned.• All countertops and cabinets must be cleaned.• All lightbulbs must be working and/or replaced.• Do not leave any items behind. Do not leave items at the trash area.

You will be charged a removal fee for any items left behind either outside or in your residence.

• All wall holes need to be filled. If you would like touch-up paint, please call the office to request the correct color for the unit and purchase paint to cover up filled in holes, marks on the walls, etc.

• Keys are due back to the office by the 1st day of the vacated month.

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