FAQs 
Neighborhood information: http://neighborhoodinfo.lacity.org/
Access your Tenant Portal.
Catch up on our Blog.
For more Quick Links, scroll below the FAQs.
How do I file a maintenance request/trouble report?
We require AppFolio maintenance requests for any/all repair and trouble reports through your tenant portal (via the app or your desktop) with the exception of laundry machines. A link to the AppFolio site is provided above. You can also get their free app for your phone or tablet. Please make the request with all pertinent details, including if you give us permission to enter in your absence, and we will be in touch to schedule. Photos are helpful, too, and can be added to the work request. NOTE: we only need 1 request, no matter how long your list is.
For Laundry Machines, please contact Bondy-Haney directly. They own and service all the machines (except for the Barrington dryers; please do an AppFolio request for those). Bondy-Haney’s information is posted in the laundry room; they typically come out same-day. If you are having issues with ShinePay, please contact their support directly.
We appreciate being made aware as soon as an issue arises. PLEASE REPORT ALL DRIPPING FAUCETS AND RUNNING TOILETS. Leaks waste a great deal of water and California is still in a drought. Thank you!
If there is a matter at your property that you find concerning, please let us know immediately–call the office and/or the after-hours contact. Please don’t hesitate to call 911. We want to be sure our tenants feel safe in their homes at all times.
If you do need to call the police, please let us know and provide the details of the event so we can follow up as well. We keep all tenant communication confidential.
How do I pay rent? Is there a grace period?
There are 2 ways to pay rent: Online with AppFolio or a mailed check (personal check, cashiers or money order, bank/bill pay). AppFolio is the quickest way and gives you the most control. You can schedule it in advance, pay it same day or set up autopay. The payment will post to your AppFolio account the same day you pay/have scheduled it; however, payment can take 3-5 business days to clear from your account. If the balance dips below the rent amount during the clearance period, it can post as an NSF payment. If you trade money between accounts or have other pending payments, keep that in mind. If you pay near midnight, your payment may post as late, as midnight on the 1st is the cutoff.
Rent is due on the 1st of the month. There is no grace period. We must receive your payment on or before the first to be considered on time, unless your lease states another date due.
If you mail your rent, please understand how slow the mail service is near the end/beginning of the month. We have had local payments take 11 days to reach us. We ask that you mail your rent no later than the 25th of the month, or earlier if there is a weekend or holiday during that time. We do not deposit any payment until the 1st/first business day of the month, no matter how early it arrives. Bank/bill pay checks take up to 10 business days or longer to arrive. This is why we encourage tenants to pay with AppFolio.
My smoke detector or carbon monoxide detector is chirping. Please make it stop!
That chirp is its way of letting you know the battery backup is dying and the 9v battery needs to be replaced. Detectors have a funny way of starting this notification about 3AM. Most units have updated detectors that are wired in but still have a battery back up that requires the maintenance crew to change it. Please put that request into AppFolio.
If you have a standard detector, keep a long-life 9v battery on hand for this special occasion. If it continues to chirp after the battery is changed, either the battery wasn’t placed in correctly, or it’s too old (they need the new long-life batteries). A 24-hour CVS is your best friend in that case. If it’s still causing problems, report it in Appfolio and a crew member will be in touch.
Please note that removing or breaking your detector is a violation of your lease as well as a safety hazard; it comes at the cost of about $150 to repair/replace. Please don’t let the chirping get the better of you.
I want to hang my TV. Is that okay?
Wall mounting your television is an option, but it does cause damage to the wall. If you want to have it mounted, please put in a request in AppFolio and our crew will schedule a time to install it. Please understand that it will come with a $175 charge that includes the mounting and future wall repair.
What if I smell gas or the power goes out?
Please call the utility company to report the problem. For most of our tenants, the gas and power are in their names; even if the utility is in our name, please don’t hesitate to call the utility company to report a problem, especially if you smell gas. If the utility is in our name, the phone number related to the account is the office number, and that’s usually enough for them to access the information along with your address. As a resident, you have the authority to report the problem; you do not need our permission to do so. Remind them that you are the occupant and they will assist you.
If you smell gas and your stove’s burner(s) or the oven won’t light, that’s a sign that the pilot light has gone out. That can happen from a strong breeze, cleaning or a pot boiling over. Re-lighting it is simple. Please see our Quick Links below for tips. Wood matches are perfect for that. Keep some on hand.
My mail/packages where stolen! What do I do now?
Currently, there is a wave of mail theft across the city, in which the thieves have the Post Office key to access the mailboxes. As many tax related documents will be sent in the months of January and April, please check your mail daily and as close to the delivery time as possible. You can sign up for the USPS tracking app to be made aware of deliveries and get to know your postal carriers so you know better their schedule, including their days off when another carrier takes over. If you believe you are a victim of mail theft, call the Postmaster/Postal Inspectors. They recommend immediately reporting theft, tampering, or destruction of mail or mailboxes to your Postmaster. Or click here to report it to the Postal Inspectors online https://www.uspis.gov/report/ , or call 1-877-876-2455 (press 5).
We also suggest:
- Picking up your mail daily and track any deliveries so those can be collected as soon as they are delivered.
- Consider renting a Private Mailbox (different than a P.O. Box) so all of your mail, packages and deliveries can be collected by someone and held safely until you can go by and collect them.
- Use alternative delivery methods for packages, such as Amazon Lockers or in-store pickup.
My car was broken into. Why did that happen if I have secured parking?
Crime is on the rise all over the city and, even if you have a “secured” building or parking, thieves will find their way in. Here are our suggestions for staying safer:
- In gated parking, wait to proceed (either to the street or your parking space) until the gate is closed behind you.
- Follow out your guests or delivery people to be sure the door and/or gate is secured behind them and no non-residents enter without being buzzed in.
- Instead of buzzing in guests or deliveries via the intercom, meet them at the door so you can be sure no non-residents are able to enter.
- Do not leave any items in your car (not even a jacket or piece of paper). Anything visible will attract the curiosity of thieves. Secure any items that must be left in your car in the trunk or hatch.
Please file a police report so the authorities are aware and consider reporting it also to your City Councilperson, so they know and can help get more patrols in your area.
We also suggest joining apps and platforms like NextDoor, Citizen, Ring (if you were approved to add a Ring camera), your neighborhood’s Patch or Facebook page, or following the 311 Twitter account for your city. Those platforms help you be more aware of what’s happening in your neighborhood (good and not so much). Being an active member of your community will help you be safer and feel more of a connection.
I have bugs in my home (ants, spiders, silverfish). Help!
Bugs are a part of life. Extreme weather (very hot, very cold or very wet) can increase their activity. First, be sure to keep your residence neat and tidy. Sweep, vacuum, dust, take out the trash frequently, don’t leave dirty dishes or any food out. That will reduce your bug activity right there. Silverfish are attracted to paper. Making sure your bookshelves are clean, and old magazines and newspapers are recycled will help reduce those creatures.
Ants, spiders and silverfish don’t necessitate pest control. Again, the best remedy is a clean home and removal of what’s attracting the bugs. If the problem persists, research your preferred method of ridding them (Windex works well on ants, boric acid and diatomaceous earth works on just about everything–and is safe for humans and pets, or click here for additional advice).
If you find vermin in your home (cockroaches, rodents) or termites, please notify us immediately in AppFolio.
I think I have mold! What do I do?
Most of the time, it’s just mildew and all that’s required is a very good cleaning and more ventilation in your bathroom (regularly opening the window/using the exhaust fan). Please read your lease; you’ll see that those are things tenants are responsible for. Keep your unit (especially your bathroom) well ventilated, especially in winter (when we usually keep everything closed up because of the cold). Give your bathroom time to “air out” and the moisture to evaporate. Clean your bathroom thoroughly with cleaners that will kill mildew. If you don’t want to use chemicals/bleach, here’s a list of natural cleaners that will do the trick.
We do take mold issues seriously. Please make a maintenance request for a review in AppFolio. But try giving it a good cleaning first to see if that doesn’t remedy the problem.
My drains keep getting clogged. What gives?
Here’s the deal: it’s usually down to tenant use/misuse. Hair, grease and food are usually the causes of slow or clogged drains. We will clear your drains at no charge once a year, which should be more than enough if they are used properly.
FLUSHABLE WIPES ARE NOT FLUSHABLE no matter what they tell you (see here). All wipes must be disposed of in the trash. Here’s a list of other items NOT to be flushed:
- Baby wipes or cleaning wipes
- Tampons and sanitary products
- Condoms
- Tissues
- Paper towels
- Dental floss
- Cotton balls and swabs
- Cat litter
- Prescription drugs
- Over-the-counter medicines
- Cigarette butts (also, please remember all of our properties are NON-SMOKING)
We recommend getting hair traps for your showers, sinks and tubs (they are inexpensive and available everywhere; we recommend this but there are many choices).
Do not let food or grease go down your drains. Scrape plates into the trash (even if you have a garbage disposal).
Garbage disposals are not drought friendly (which is okay). Use yours! You need to use it regularly (like every day), run ample water throughout the grinding and then ample water down the drain/disposal to be sure all matter has cleared (there’s a handy link to pro tips down below).
DO NOT USE LIQUID PLUMR, DRANO, OR THE LIKE! Those damage pipes. If it’s clogged, fill out a repair request in AppFolio and we’ll take care of it. You get one freebie per year. After that, you’ll be charged. But, if you are careful about what goes down them, you shouldn’t have trouble. Here are some natural solutions that don’t harm drains/keep them running clean and an inexpensive drain snake (centipede) that will also help you clear out clogs and gunk. But we would rather have a work order to take care of it if it is a problem.
Why won’t my AC cool my apartment? I have it cranked down to the lowest temp.
The ACs are meant to keep your unit cool, but not cool a room from a high temperature to a cold temperature. You need to be patient and wait for the temperature to normalize. Setting the thermostat below 72 degrees will stress the coil and evaporation pump, causing them to freeze up and fail.
Wall AC units are design to help maintain a comfortable temperature in a room. For example it will not cool room from 85° to 60°. Just because the temperature setting will go to 62 degrees does not mean the unit is capable of sustaining that low of a temperature. Please keep the temperature at a reasonable 72 to 78 degrees. Be mindful of the temperature at the time the unit is turned on. As the room cools then you can lower the temperature a few degrees. It’s best to keep the unit on with the thermostat set between 72 when you are home and 78 when you are out to keep your unit cool throughout hot weather, allowing the AC to do its job. Lowering the thermostat below 70 will likely result in your unit not working at all.
For those at our townhome-style units, the same rules apply. Those units are recirculating the air and cannot take a hot unit to a cool unit quickly, and lowering the thermostat below 70 will likely freeze the unit causing it to fail. It’s best to keep your ACs on and the thermostat set to 72 (no lower) to allow the system to continually work to keep your unit at your preferred temperature.
My [blank] is broken and I never use it!
This is where the adage “Use it or lose it” comes into play. Things like your garbage disposal and dishwasher are meant to be used. If you are avoiding using your dishwasher because you want to save water, you will actually save water by using the dishwasher. As mentioned in the section above, garbage disposals need to be used or they will likely fail once you finally flip that switch. Daily use will keep them in better shape than waiting to put them to work. Don’t wait to “load” the disposal; that will likely cause a jam as well as a smell. Run it each time you are at the sink and it should work wonderfully.
What do I do about a noisy neighbor?
We hope that neighbors introduce themselves and get to know each other but realize that’s not always the case. If you feel comfortable, knock on the door or leave them a nice note to let them know what the issue is politely. They may not realize how the sound is travelling. When you approach them, let them know that you understand they may hear you, too. Talk about it and come to a compromise. Trade contact information (if you are comfortable) so you can politely let each other know if there’s an issue. It’s better to handle the matter when it first arises rather than when you get frustrated and irate over it.
If you’re not comfortable approaching your neighbor, or you tried but it didn’t help, contact the office. Everyone signed a lease that outlines the rules about noise. If it is excessive, you can also call the police to handle the matter. Anything after 10PM on weeknights or midnight on weekends is a noise violation.
If you know you make noise (you need to practice an instrument, are working on a project, live for jazz aerobics), or will be entertaining, let your neighbors know. Schedule a time range for practice/getting your Jane Fonda on. Give your neighbors a heads-up about your get-together. Knowing the days/times/duration of the possible disturbance allows for your neighbors to manage expectations. It also gives them the opportunity to let you know they have an early morning/what their needs might be. Communication is an important aspect for communal living and having that information/understanding helps everyone a great deal.
Why did my rent go up?
The City allows an annual increase. Your first will occur after the term of your lease. If you are in a RSO property, the City sets the allowable amount. If you are in a non-RSO property, it is still “rent controlled” but at a higher percentage. Explanations of these are provided in the letter announcing your increase. While the City requires a minimum 30-day notice, we try to give our tenants 6 weeks’ notice.
I’m ready to move; what steps do I need to take?
When you are ready to move, either at the end of or after your lease expires, all we need is a 30-day notice in writing, and email is acceptable for that. You can also make that notice through AppFolio. (Just so you know, after your lease is up, you automatically go month-to-month; a new, yearlong lease is not required.)
After you give notice, you will be sent the Tenant Move-Out Agreement, which outlines the process. You are entitled to both a preliminary and final walk-through to assess the apartment and go over any damages outside of normal use. We will deduct the cleaning fee(s), as per your lease, and any damage repairs required (receipts are provided for any charge $100 or over). We’ll credit or debit your account for any over/underpayments and add that year’s interest to your security deposit if you are in an RSO rent-controlled building per the city guidelines (no interest is accrued for non-RSO buildings; annual interest is credited to your account in December each year). While we have 21 days to return your security deposit to you, we try to turn it around as soon as possible and typically get it out within 10 days.
To help expedite the process, please create an AppFolio repair request for any known issues/delayed repairs.
Most importantly, we will need your new mailing address in order to mail your remaining security deposit back to you.
QuickLinks
EPA – Protect Your Family From Lead
Proper Use of a Garbage Disposal
Garbage Disposal Myths and Facts