Resident FAQs

• Smoke/carbon detectors
• HVAC filters
• Plumbing drains and fixtures
• Hot water tank
• Overall condition of the property

• Uploading pictures
• Communication with staff and vendors over our platform
• Status updates

Click here to Access your Residents Portal on your Web browser.

1. You can download the rmResident app from AppStore or from PlayStore. 
2. Search for rmResident App with the following logo:
   
3. Use Company Code: mbalt
4. Log in with your existing Resident Portal Account Credentials.
5. If you are a New Resident, please call 410-413-1279 to complete your profile and get your account set-up.

If you do not want to renew your lease agreement with us, please email us. We will send you a lease nonrenewal form for you to complete. All lease nonrenewal forms must be submitted at minimum 61 days prior to your lease expiration.

If the property allows for pets, Yes! They will need to be screened and meet our minimum criteria. Click here for an overview of the pet application process. 

1. 1st of the Month - Rent and other monthly recurring charges are due on the FIRST of the month.
2. 5th of the Month - for leases outside Baltimore City, if the rent is not paid in full it is considered late on the FIFTH
3. 11th of the Month - for leases in Baltimore City, if the rent is not paid in full it is considered late on the ELEVENTH.
4. 5% Late Rent Fee - a Late Fee equivalent to 5% of the monthly rent is charged at the end of the grace period when rent is not paid in full
5. $35 NSF(non-sufficient funds fee) - The NSF (non-sufficient funds) fee of $35 is due regardless of the reason. (Your bank may reimburse you for this charge if they were at fault.) If this happens, We have the right to request certified funds from that day forward. You will be given 48 hours to make the check good before further legal action is pursued.
6. 10 Days Notice - After the Rent Payment grace period, either the 6th or the 12th of the month, HomeWorks notifies you of our intent to file a Failure to Pay Rent being posted in your Resident Portal.
7. 16th of the Month - for leases outside Baltimore City, if rent is still not paid in full by the 15th of the month, a Failure to Pay Rent action will be filed against you the following business day and you'll be charged for the court/legal cost of the said filing.
8. 22nd of the Month - for leases in Baltimore City, if the rent is not paid in full by the 21st of the month, a Failure to Pay Rent action will be filed against you the following business day and you'll be charged for the court/legal cost of the said filing.

Subletting is when you move another person in to share the rent (without adding them to the lease), or move out of the home and let someone else pick up the rent. There is no subletting allowed without company written approval. Fines for violations are stiff. We need to approve all adult residents living in the property. If one of the current tenants or occupants on the lease needs to move out, coordinate this action with HomeWorks Property Management LLC . DO NOT sublet to another tenant or occupant without written permission from us first. We have a procedure to add a renter to the lease. Contact us first!

HomeWorks Property Management LLC is your management company and will be your only contact during your tenancy. If someone calls or shows up at your door claiming to be the owner (or agent representing the owner or lender), you should be suspicious and not invite them into the home. Do not assume they are who they say they are. Protect yourself at all times from people who claim to have some authority over the property. If the owner is planning on doing a walk thru at your home, you will be notified well in advance. If someone shows up to your door claiming to be someone wanting to enter the property without you being notified, do not let them in and refer them to us for permission.

The lease term will have a clearly marked end date in paragraph 3. According to the lease, HomeWorks Property Management LLC can send you notice that the lease rate will change 60 days prior to the lease end. This is a non-negotiable lease change and does not require your signatures to implement. We strive to maintain good relationships with tenants and conduct business fairly on the lease rate. Tenants also need to understand that insurance and property taxes are usually items that go up in cost every year. It is common place in this market to ask for $25 to $100 a month rental increases. Keep in mind, that how the tenant has conducted themselves during their tenancy will reflect come renewal time.

Also, our lease automatically renews on a month-to-month basis at the end of the lease term unless one of us notifies the other in writing of our intent to terminate the tenancy. If you do nothing, your lease will automatically renew on a month-to-month basis. We do not allow this under normal circumstances without permission from the property manager. We track all of our lease renewals and will begin to contact tenants 90 days from lease expiration to find out your intentions of either renewing the lease or vacating the home. Notices to Vacate must be in writing per the lease agreement. Letters, and emails to our staff are accepted. Your safest bet is to notify us of your lease termination via the tenant portal and when you are in receipt of the Tenants Renewal Form 90 days out from lease expiration. Be sure you receive a response confirming receipt of your notice.

Our policy is to respect your right of privacy at all times. Under normal circumstances, we require that the tenant be present for all actions inside the home. We will attempt to contact the tenant to schedule an appointment for all actions to include walk thus and maintenance before visiting the property. However, we must be able to get into the property in an emergency and will maintain keys and the right to access as needed. The lease gives us that right between to access the home at any time, but we prefer to respect the tenants right to a secure environment and will always attempt to schedule access at least 24 hours in advance. We will call in advance unless we are dealing with an emergency. We respect your privacy and understand your need to control what happens in the home in which you are living. Courtesy will always drive us, so don’t worry about someone stopping in unannounced unless water is flowing out the front door!

We all lock ourselves out of our homes from time to time. If this happens outside of regular business hours, we will be unable to help you as we do not carry a locksmith on staff that can come out at 2 AM. The cost incurred is tenant responsibility. If you need an extra key, we keep one under lock and key at our office. You can always get a copy during normal business hours. If you change the locks, you must provide notice to HomeWorks Property Management LLC in writing of this and provide us a copy of the keys.

HomeWorks Property Management LLC provides tenants several ways to report maintenance issues. The primary and best way to report an issue is through the website or resident portal where specific issues can be described in writing. The alternate is to call Customer Service at 410-413-1279 to report a maintenance issue. We define an emergency as anything that threatens the health of the occupants or destruction of the property like flood, fire, sewer back up, burst water pipes, burst water heater, etc.For emergency maintenance items, call: 410-413-1279

1. Emergency Defined - An emergency is anything relating to the property under the lease that is threatening to life, health, or the property.
2. Emergency Examples - Fire, tree blown on the roof, flood, sewage backed up, gas odors, broken water pipes, furnace out (if the weather is below 45 degrees) A/C out (if the temperature outside is above 90 degrees). If the emergency is life- threatening, call 911 immediately!
3. The following are NOT Emergencies - Refrigerator out, locking yourself out of the house, power or gas off, oven not working, A/C out if the temperature outside is below 85 degrees and/or the property has 2 A/C units and one is still functioning properly, water heater out. HomeWorks PM LLC is not liable for loss of food caused by appliance break down.
4. WARNING - If you claim you have an emergency and one does not truly exist, you will be charged back the service charge for the contractor/service representative responding to the call. Crying wolf will cost you money. If you call the Emergency Line for a Non- Emergency and contractors are dispatched to your home because of this call, you will be charged a $100 fee. Do not call in an emergency unless it is truly an emergency. You will also be charged a $50.00 trip charge if you set up an appointment with any contractor and do not show up for that appointment.
5. How to submit a Work Order Request - Because we put such a high priority on keeping the property in good condition for the enjoyment of the tenant, we make it easy to request maintenance. We encourage you to use the maintenance app that we have. This can be found on our website https://hwpmmd.com/residents/repair-request/ This will allow you to enter your request, schedule vendor, and communicate with us during and after the maintenance process.

If the contractor we send to the property tells us the maintenance is due to your negligence, such as crayons in your garbage disposal, toys flushed down a toilet, GFI switch not re-set just to name a few, HomeWorks Property Management LLC will notify the tenant via email and place the charge to your payment ledger. Failure to pay the bill will result in an outstanding balance on your account. This will need to be paid with your next rental payment or late fees will continue to accumulate.

The tenant is responsible for their own pest control for bugs. We strongly recommend you use a licensed pest control company to manage pests rather than doing it yourself. If you need assistance connecting with a pest control company, we can refer you to the one we use. If you are occupying a unit in a Multi-Family property please review the pest control policy in your lease or contact us at 410-413-1279 for assistance.

HomeWorks Property Management LLC does not have a maintenance handyman living in your neighborhood to run to the property and fix things as soon as we are called. There are some items that you can take care of yourself such as clogged garbage disposals, GFCI switches that need to be reset, and minor items as explained in this document that you were presented throughout the lease.

Single-family homes and condos are different than apartments. In an apartment community there is usually a full-time maintenance man on site that can attend to repairs immediately. This is not the case when you rent a single family home or condo. Keep this in mind: Minor repairs, cosmetic repairs, and items that do not substantially affect your lifestyle may not be fixed. Damages caused by abuse or misuse will be charged back to you. We will rely on the servicing contractor to tell us if you caused the problem.

1. Plumbing - If plumbing gets clogged due to items you or your children dropped in the toilet, it will be charged back to you. This is not considered equipment failure and you should do everything you can to handle these issues by yourself. Unless the contractor can prove it was not caused by you (i.e. roots in system), clogged plumbing will be your responsibility. It is the tenant who handles dislodging things that have been flushed down the toilets or sinks. It shall be the responsibility of the resident to make sure there is no item blocking the plumbing. After the resident has made an effort to solve the problem, HomeWorks Property Management LLC will take on the challenge. If our vendor reports that the problem was caused by the resident, i.e., brushes, toys, personal property, or anything named in the lease plumbing stoppages addendum in the system, the expense of the plumber’s visit and repair will be incurred by the resident. The homeowner will pay for plumbing problems resulting from roots in the system, pipes that have collapsed and other natural (non-resident) causes. We will make every effort to deliver the property to you free of pests. It is the tenant responsibility to keep it that way. We recommend you use a licensed professional for any periodic pest treatments. If a larger problem arises concerning large animals or rodents, contact HomeWorks Property Management LLC and submit a repair request.
2. Lawn care - is usually a tenant responsibility. You must do regular mowing, watering, trimming and edging, weeding, raking and other regular lawn care maintenance.
3. Pest Control - The tenant is responsible for their own pest control for bugs. We strongly recommend you use a licensed pest control company to manage pests rather than doing it yourself. If you need assistance connecting with a pest control company, we can refer you to the one we use. Tenants can review the pest control policy in your lease.
4. HVAC - Change HVAC air filters on a quarterly basis system will run more efficiently, you will save money, and have less dust in your home.
5. Tenant Damages - Damages caused by abuse or misuse will be charged back to the tenant. We will rely on the servicing contractor to tell us what caused the problem. If plumbing gets clogged due to items dropped in the toilet (toys, brushes, diapers, napkins, any personal items), clogged or misused garbage disposal, the cost of the plumber will be tenant responsibility (minimum $150). This is not considered equipment failure and you should do everything you can to handle these issues by yourself. Buy a plunger. Unless the contractor can prove it was not caused by you (i.e. roots in system, pipe collapsed, septic tank backup), we assume the problem was caused by people, not by a defect of the property. Clogged plumbing is often tenant responsibility but will be reviewed on a case by case basis.
6. After Hours Maintenance Charge - If you schedule with the contractor after normal business hours, you may need to pay any after-hours premium charges. Our contractors work normal business hours and are only available after hours for true emergencies (and for additional compensation). They have families just like you and don’t want to be working evenings, weekends and holidays.
7. Scheduled Maintenance Visits - It is possible that the Client has selected from our list of six proactive maintenance procedures that may be done without your prompting. We will let you know when contractors will be coming to the property to address issues like gutter cleaning, HVAC servicing, termite inspections, fall landscaping, etc. Missing a scheduled maintenance visit will be subjected to a No-Show charge of $75 to cover vendor's service call charge.
8. Maintenance charge-backs - If the contractor we send to the property tells us the maintenance is due to your negligence, such as crayons in your garbage disposal, toys flushed down a toilet, GFI switch not re-set just to name a few, HomeWorks Property Management LLC will notify the tenant via email and place the charge to your payment ledger. Failure to pay the bill will result in an outstanding balance on your account. This will need to be paid with your next rental payment or late fees will continue to accumulate.

**Do not remove smoke and carbon detectors** They will save your life in an emergency. Please test them monthly. If you need help with this please submit a support ticket.

What is the deadline for a resident to sign-up to use Flex to pay their rent?

Flex pays user rent between the last day of the prior month through the first 5 days of the month.
As long as residents are successfully signed up by the 3rd day of the month BEFORE 5 pm EST, there’s still enough time to process your payment for that month.
If they enroll with Flex after 5 PM EST on the 3rd, we will set them up for rent payment in the following month.

Who qualifies to use Flex?

We evaluate applicant eligibility using a variety of factors including credit report information, banking information, and other information about the applicant's payment history. Most customers with fair or better credit will qualify for Flex. If the applicant failed to qualify we’ll send the applicant a letter detailing exactly why. They can reapply in 60 days.

Does applying for Flex affect a resident’s credit score?

During the application process, Flex runs a soft credit check on the resident which does not affect their credit score. For more information on Flex and credit score, read HERE

How much does Flex charge?

Flex charges a standard monthly membership fee of $14.99. Flex also charges a payment processing fee, a percentage of the monthly rent payment based on the chosen payment method (0.75% for debit cards and 3% for credit cards), assessed on each repayment.

For example, if your rent amount is $1,000, the payment processing fee for a debit card is $7.50 ($1,000 * 0.0075). If your rent amount is $1,000 and you pay with a credit card, the payment processing fee is $30 ($1,000 * 0.03).

Let's break down a $1000 rent payment:

Flex credit line amounts vary per user based on eligibility. The graphic is illustrative only.

What are the reasons why resident rent wouldn’t be submitted by Flex even after they are approved?

Flex is constantly adapting to many factors in real-time. There are a few reasons why a rent payment may not be submitted by Flex for residents that are approved:

• They do not have enough funds in their bank account to complete their first payment to Flex at the beginning of the month.
• They use a debit or credit card with Flex that has expired.
• The authorization of their required first payment is not successful.
• They have a past due or outstanding balance on their rent ledger.
• ACH is disabled on their online rent portal and was not enabled by the 5th.
• Their posted rent bill amount is incorrect or not available.

What happens if a resident doesn’t pay Flex back?

We know times can be tough, and we believe in going the extra mile to help people keep their commitments. We can even set up a payment plan HERE to help residents pay back over time. If the worst happens and a resident is unable to pay us back, we handle all write-offs internally and never pass this expense back to a property. It’s important to remember that not keeping a commitment with Flex will negatively affect a resident’s credit score. Flex reports your payment history to TransUnion and late or missed payments may have an adverse impact. If a resident is part of a payment plan, once the payment plan has been completed, they will be once again eligible to use Flex.

What does a resident need to do if they no longer want to use Flex?

Most residents prefer to pause Flex instead of closing their accounts. Pausing stops Flex from paying their rent bills until they indicate that they’d like to resume their membership.

PAUSE: If a resident does not wish to use Flex Services to pay their rent payment in a specific month, they may pause their Flex Services membership by using the PAUSE button within the Flex app. The pause option allows them to pause their Flex Services membership and keep their Blue Ridge Bank Flex Credit Line account open. Flex will continue to report the Flex Line of Credit account as open to TransUnion.

Residents must pause their Flex Services membership no fewer than 3 calendar days prior to the end of the month or they will be charged the monthly membership fee on the 15th of the following month, regardless of whether they use Flex to pay their rent for the month.

CANCEL: Residents can cancel their Flex Services membership by reaching out to our support team at help@getflex.com. We will close the Blue Ridge Bank Flex Line of Credit account once their balance remaining is $0 and we confirm that no additional charges are due. We will report their Blue Ridge Bank Flex Credit Line account as closed to TransUnion.

Residents must cancel their Flex Services membership no fewer than 5 calendar days prior to the end of the month or they will be charged the monthly membership fee on the 15th of the following month, regardless of whether they use Flex to pay their rent for the month.

How late can a resident sign up for Flex and still have their rent covered?

Residents who are approved by 5:00 pm ET on the 3rd of the month will be eligible for Flex rent payment for that month. If a resident signs up after the 3rd, they will be enrolled for the following month. For example, if a resident signs up by 5pm ET on June 3rd, they will be eligible to pay June rent via Flex. If they sign up on June 4th, they will be able to start paying rent through Flex in July.

When does Flex make rent payments for residents?

Flex covers the rent for residents between the last day of the prior month through the first 5 days of the month. For certain special circumstances, Flex will pay on the 4th and 5th.

How much does Flex charge the resident?

Flex charges a flat monthly membership fee. The Blue Ridge Bank Flex Credit Line has 0% APR, no interest charge, no late fees, or penalty fees. Flex offers various pricing options, based on the partner's needs for their specific residents. Reach out to your Flex contact for your portfolio’s pricing.

What are the resident qualifications to use Flex?

To be eligible, residents must:
• Have no outstanding rent balance.
• Have a minimum credit score.
• Have a valid debit card that has a history of deposits (no pre-paid cards).
• Be a current resident at a property that uses an active resident portal for rent payments.
• Must have funds in their account to cover the first installment payment before the 5th of the month.

Does Flex affect a resident’s credit score?

During the application process, Flex runs a soft credit check on the resident which does not affect their credit score. As residents use Flex over time, their on-time payments may help build their credit history.

How do residents contact Flex with questions?

Residents can contact customer support directly from within the app or by reaching out to support HERE.