Question 1

How often will I receive financial reports on my investment property?

Accepted Answer

We provide detailed monthly financial reports around the 5th of the following month through our secure online portal, allowing you to monitor your property's performance and access important documentation anytime.

Question 2

How do I submit a maintenance request?

Accepted Answer

Our efficient online portal allows tenants to submit maintenance requests 24/7. All non-emergency repair requests are required to be input through the online portal. For emergencies, please use the emergency contact information. My Haven is not obligated to complete a repair on a day other than a business day but we do attempt to assign work orders to our vendors as quickly as possible to be resolved as quickly as possible.

Question 3

How do you screen potential residents?

Accepted Answer

We have a rigorous tenant screening process that includes a 12-point process. Everything from credit checks, to employment verification, to income assessment, and reference checks to ensure we find the most qualified and responsible tenants for your property. In fact, My Haven will do everything to avoid eviction and get you disbursement. Always.

Question 4

Can I sublet my rental property?

Accepted Answer

Our policy does not permit subletting without proper consent and documentation. Please refer to your lease agreement or get in touch with us for further clarification regarding your particular circumstances.

Question 5

Are you familiar with local and federal housing laws and regulations?

Accepted Answer

Yes, our team at My Haven stays up-to-date with the latest local, state, and federal housing laws and regulations, ensuring your property remains compliant and minimizing potential legal issues. In fact, the My Haven team is active with the National Association of Property Managers and the Denver Metro Association of Realtors. Through these leading industry associations, we are able to attend continued education courses and receive real time updates on important Colorado legislation that affects the real estate industry.

Question 6

What is the process for renewing my lease?

Accepted Answer

Prior to your lease expiry, we'll reach out to discuss renewal options. If you choose to renew, a new fixed term lease will be offered at the owner’s sole discretion. New lease options will be sent out 60-90 days prior to lease expiring outlining any new lease terms including rent increases and lease changes. It is not customary for any owner to agree on a month-to-month term; most leases will be offered as fixed with a minimum term.

Question 7

What happens with my security deposit after I move out?

Accepted Answer

We will conduct a thorough inspection of the property upon move-out and return your security deposit, minus any applicable deductions for damages or unpaid rent, within the timeframe specified by Colorado law which currently stands at 60 days. Residents do have the option to expedite their deposit refund for an additional charge!

Question 8

When is rent due, and are there any late fees?

Accepted Answer

Rent is due and payable on the 1st of each month and late charges are applied after a 7-day grace period. Late charges are 5% of the current month’s rent or $50, whichever is greater.

Question 9

Should I allow pets in my property?

Accepted Answer

Colorado is one of the leading pet friendly states in the country. In fact, not allowing pets can generally prolong the time your property stays on the market and limits the number of applicants as 70% of renters in Colorado have pets. That's a big number! To help ensure confidence, we put all pets through a screening process and charge an extra fee for each pet. Top offer peace of mind, we also include a guarantee of up to $1,000 in pet damage for our full service packages.

Question 10

How do you determine the appropriate rental rate for my property?

Accepted Answer

Our team implements a comprehensive approach to determine the optimal rental rate for your property. This involves conducting in-depth market research, assessing properties in your area that are comparable to yours, and leveraging Artificial Intelligence to sift through thousands of data points. This process allows us to set a rental rate that not only attracts top-tier tenants but also guarantees you the highest possible return on your investment.

Question 11

How soon can you start managing my property?

Accepted Answer

We can typically begin management within 24-48 hours after you have completed execution of our property management agreement. However, if the property is vacant and needs photos or repairs prior to a resident moving in, this process might take a bit longer. If there
is an existing property management company, we just need verification that the relationship has ended and your property is in 'Rent Ready' condition.

Question 12

What is the procedure for paying rent?

Accepted Answer

Rent can be paid through our secure online portal using various payment methods, including credit cards and ACH transfers. Please note that there may be service charges for paying online, however, it is the fastest and most convenient way to pay rent. We do not accept cash or payments at our office.

Question 13

How do you handle maintenance requests?

Accepted Answer

Our efficient online portal allows tenants to submit maintenance requests 24/7. Our team of skilled professionals will address these requests promptly, ensuring your property remains in excellent condition. We collaborate with a network of trusted vendors to carry out necessary property maintenance tasks. As we are still growing, we do not yet have a dedicated in-house maintenance department.

Question 14

What is the Resident Benefit Package?

Accepted Answer

All My Haven residents are enrolled in the Resident Benefits Package, which includes HVAC air filter delivery (for properties that require HVAC
filters), credit building to help boost your credit score for every timely rent payment, $1M Identity Protection, our best-in-class resident rewards program, and resident liability insurance. This charge is paid monthly with your rent.

Question 15

Why are your fees so affordable?

Accepted Answer

Our mission is to simplify property management and that includes our pricing. With the use of AI, one contact person throughout your journey, minimal turnover, and discounted vendor partnerships, the savings are passed along to you. Long are the days of you as an owner having to pay premium prices for premium service. With our transparent pricing and fee structure, top notch customer service, and industry leading guarantees, we're able to save you time and put more money in your pocket.

Question 16

What type of properties do you manage?

Accepted Answer

We manage single family homes, condominiums, duplexes, triplexes, quadplexes, and residential apartment buildings. Have questions about your
investment, contact us!

Question 17

What are your breed restrictions?

Accepted Answer

Our breed restrictions are outlined in our Residency Standards and are subject to change at any time. Many of our properties allow pets with an additional onboarding Pet Fee and monthly Pet Fee. This will be clearly defined on the property listing on our website. We accept service and ESA animals at all of our units with proper documentation verified by our third-party screeners. All pet owners must complete a screening profile with our 3rd part screening service, PetScreening. All applicants must complete a PetScreening profile, however, applicants without a pet or that have an approved assistance animal will not be charged the $25 per pet fee for their profile. Applicant's can visit PetScreening at (https://myhavengroup.petscreening.com) to setup their profile.

Question 18

Are your fees negotiable?

Accepted Answer

We feel that our services, customer centric mindset, systems, and expertise drive our value, not our pricing. However, we realize if we are not a match, there are other property management companies that will negotiate fees even if it means negotiating service.

Question 19

Do I need renters insurance?

Accepted Answer

Yes! All residents are required to obtain liability coverage of at least $100,000 in property damage from an A-rated carrier and to maintain such coverage
throughout the entire term of the lease agreement. The policy must have My Haven Group, LLC
listed on the policy as the “Interested Party”. The resident is required to furnish My Haven with
evidence of the required insurance prior to occupancy, at the time of each lease renewal period,
and upon request. To satisfy the insurance requirement, Resident may either:
- be automatically enrolled into a policy that satisfies the coverage requirements as part of the Resident Benefits Package
- obtain alternative liability coverage from an insurer of Resident’s choice.

Question 20

What is considered an emergency?

Accepted Answer

The following are some examples of maintenance emergencies - The main sewer line is backed up and water is coming into the home, a pipe
broke and water is leaking into the home, the heat has stopped working during weather colder
than 32 degrees, among others. Being locked out of your home is NOT an emergency and you
will be instructed to contact a locksmith.

Question 21

What are your qualification standards?

Accepted Answer

Our qualification standards are available to all prospective residents by request. Please email us at hello@myhavengroup.com and we will be happy to provide our most updated standards.

Question 22

What do you consider Rent Ready?

Accepted Answer

We are committed to providing safe, clean, and properly maintained homes to our residents. In order to comply with the Colorado Warranty of Habitability (Colorado Revised Statutes 38-12-503), Colorado judicial law, and My Haven’s standards, the below items must be completed before we will advertise and rent a property.

Requirements:

1.	Professionally cleaned to ‘Hotel Room Clean’.

2.	Carpet professionally cleaned and looking fresh; No stains or smells.
3.	All painted surfaces fresh with no mis-match touch-up areas and repainting must be done corner to corner.
4.	All bedroom windows must have blinds; no drapery anywhere.
5.	No personal property or items in the unit. This includes furniture, toiletries, shower curtains, kitchen or bathroom items, soap dispenser, pictures, lawn equipment, etc.
6.	Garage floor swept.
7.	Lawn cut and trimmed, landscaping fresh and clean, no overgrown vegetation. No exterior debris; Irrigation system working (if in place).
8.	Carbon monoxide detectors are installed within 15 feet of each bedroom. ONLY wall mounted, NO plug-in units.
9.	Smoke detector on each floor and in each bedroom.
10.	Clean A/C filter in place.
11.	All light bulbs are working, inside and outside of the property.
12.	Doors and windows lock securely and open appropriately. 
13.	Doorbell working (if applicable).
14.	Doors open and close smoothly and door stops installed on all doors.
15.	Kitchen and bathroom caulking must be fresh and free of any mildew.
16.	All mechanical components are working as designed. Includes HVAC, plumbing and electrical systems, kitchen appliances, laundry appliances, sump pumps, water softeners, sprinkler systems, swamp coolers, gas fireplaces, water filtration systems, etc.
17.	No leaks at any of the water sources both inside and outside.
18.	Safety railings secure.
19.	Exterior window wells require covers.
20.	No trip/fall hazard including broken steps, cracked sidewalks, holes in the yards.
21.	List attractive nuisances such as swing, playset, tree house, slide, diving board, spa, fire pit, BBQ, fountain, etc.
22.	All keys identified with tags.
23.	Wood-burning fireplace(s), if operational, shall be clean of any debris and have a fireplace screen or heat-proof glass doors installed. If non-operational, the fireplace opening on the interior of the home shall be permanently sealed with an aesthetically pleasing material.

Recommendations:

1.	All windows (except basement windows) should have vertical or mini blinds.
2.	All windows should have screens.

This list is not meant to cover each and make-ready required item, but it does list some of the most important and often overlooked. If any required items are not completed or are considered ‘as-is’, My Haven will make a determination on if the property is habitable and work with their vendors to complete items prior to advertising.

Question 23

Do you accept portable tenant screening reports (PTSR's)?

Accepted Answer

Portable Tenant Screening Reports (PTSR): 1) Applicant has the right to provide My Haven with a PTSR that is not more than 30 days old, as defined in  § 38-12-902(2.5), Colorado Revised Statutes; and 2) if Applicant provides My Haven with a PTSR, My Haven is prohibited from: a) charging Applicant a rental application fee; or b) charging Applicant a fee for Grace Property Management to access or use the PTSR. 

If Applicant provides My Haven with a PTSR: a)  the PTSR must be available to My Haven by a consumer reporting agency/third-party website that regularly engages in the business of providing consumer reports; 2) the PTSR must comply with all state and federal laws pertaining to use and disclosure of information contained in a consumer report by a consumer reporting agency; and c)  Applicant certifies that there has not been a material change in the information in the PTSR, including the Applicant’s name, address, bankruptcy status, criminal history, or eviction history, since the PTSR was generated.

Our process for accepting and processing a PTSR:
1. In order for a PTSR to be legally valid and accepted by us, it must include the following information about the applicant:
a. Name
b. Contact information
c. Verification of employment & income
d. Last known address
e. Rental & credit history (in all jurisdictions in which they have lived) that complies with section 38-12-904(1)(a) concerning a landlords considerations of a prospective tenants rental history.
f. Criminal history for all federal, state and local convictions (in all jurisdictions in which they have lived) that complies with section 38-12-904(1)(b) concerning a landlords consideration of a prospective tenants arrest records.
g. The date which it was pulled

2. We require that the report is not more than 30 days old 

3. The PTSR must be made directly available to us by the consumer reporting agency or provided through a third-party website that regularly engages in the business of providing consumer reports and complies with all the state and federal laws pertaining to use and disclosure of information contained in the consumer report by a consumer reporting agency.

4. We require that the screening report is made available directly to us from the screening company, and at no cost to us.

5. We require a statement from you that there has not been any material change of the information in the screening report including your name, address, bankruptcy status, criminal history, or eviction history since the report was generated.

6. If you do not have or provide a proper or complete PTSR you will need to complete our online rental application and pay any applicable fees.

7. Even if you do have and provide a proper and complete PTSR you will still need to complete our online rental application but you will be refunded assuming all requirements are met.

8. If you have a pet, you will be required to complete a separate pet application process and third party pet application fees may apply.

9. Even if you do provide a proper and complete PTSR we may generate an internal credit and background reports which may impact your credit score.

10. If any information on our generated report is different than information provided in your PTSR, we may rely on the information given in our generated report.

11. If we generate a credit and background report and subsequently deny your application, we will provide you with a copy of the consumer report and an advisement of your right to dispute the accuracy of the report to the consumer reporting agency. Your written notice of denial will also state the reason(s) for the denial.

12. To start your online application and provide us with your PTSR, click on the following link: https://myhavengroup.rentvine.com/public/apply

Question 24

Can I have a pet in my rental property?

Accepted Answer

Our pet policy varies depending on the property. Please check the specific property listing or contact us for more information.

Question 25

How do I give notice if I plan to move out?

Accepted Answer

My Haven's lease agreement stipulates a written notice to vacate, must be provided within 60 days of move-out or the lease end date, which ever is later. This can be completed via the resident portal as there is a notice to vacate form. Or, residents may email their intent to vacate to hello@myhavengroup.com.

Question 26

When will I receive my monthly disbursement?

Accepted Answer

Since the state of Colorado allows residents to pay rent through the 8th of each month without being penalized, we will reconcile all resident payments no later than the 10th and disburse owner payments once all resident payments have cleared our trust account. This typically occurs around the 12th of the month but could be as late as the 15th. Our goal is to exceed these dates as much as possible!

Question 27

How do you handle late or missed rent payments?

Accepted Answer

We enforce a strict rent collection policy and utilize automated reminders to minimize late payments. If a tenant misses a payment, we take appropriate action, including initiating the eviction process if necessary.

Question 28

How do I handle roommate additions or roommate changes?

Accepted Answer

If a roommate wants to leave, a written move-out notice is required. Any remaining roommates must be able to pay the full
rent. If a new roommate would like to be added, they must complete our online application, pay any applicable fees, and then processed and approved prior to occupying the property. A Lease Change fee will also be due. Failure to adhere to proper roommate protocols may result in termination of your lease, along with all applicable fees.

Question 29

How does the Rent Guarantee work?

Accepted Answer

If enrolled in the White Glove package, automatically receive the benefit of our Rent Guarantee. Most properties do qualify provided the monthly rent is $1000 or above and the property is fully managed by My Haven. Coverage is not available for a leasing only arrangement with the agent or if it’s within the five boroughs of NYC. If you take the property back to self-manage, your insurance is void and you can apply for a pro rata refund. All claims will be settled according to the lesser of the rent on the current lease, or up to a maximum per month rent cover of $3000. Tenant occupied properties where the tenant is not current on rent and had not paid rent on time for the previous two months, will not be eligible for the Loss of Rent (Rent Guarantee), Eviction and tenant malicious damage Guarantees until those conditions are met.

Frequently Asked Questions