TENANT FAQs

TENANT FAQs

You've got questions, we've got answers.

General Questions

  • When is my rent due?

    Rent is always due on the 1st of the month and late after midnight of the 5th. You can pay your rent directly through your tenant portal and this is the best way to pay.


    There is a 5% late fee for payments not received by the 5th.

  • How do I pay rent?

    You can pay with e-check or debit/credit card through your online tenant portal. There is no processing or convenience fee if you choose the e-check option. If you choose to pay with debit or credit card, there is a fee.


    You can drop off or mail in checks and money orders to our office located at 1720 E. Franklin Street Chapel Hill, NC 27514. All checks and money orders should be made out to Mill House Properties. Be sure to include your name and property address on the money order or check.

  • How do I pay my security deposit?

    You can pay your deposit the same way you pay rent--directly through your online tenant portal. While rent can be made in separate payments if you have roommates, the deposit needs to be paid in one payment for the total amount due.

  • How do I submit a maintenance request?

    Maintenance requests should be submitted directly through your tenant portal. Be as specific as you can so we have plenty of information to pass along to our maintenance team. You can even attach photos if that helps explain the issue.

  • My lease recently ended and I moved out. When should I expect my security deposit?

    We have 30 days from the end of your lease to refund your security deposit from our system. We send them along via USPS. If we need more time (whether because there is a ton of damage or we have a bunch of deposits to process) we can take an additional 30 days to refund the deposit. you would recive an interim accounting statement within the 1st 30 days notifying you of the extension.

Moving In

  • When can I pick up my keys?

    You must make an appointment to pick up your keys. Key pick ups vary by location but typically keys cannot be picked up before 11am on the day your lease starts.

  • What must be completed before I pick up keys?

    All money owed (prorated rent, security deposit, fees) but be paid in full before keys are picked up. 

  • Who can pick up keys?

    We only hand out keys at one time. Anyone on the lease can pick the keys up, or a friend/family member can pick them up. If someone other than a tenant on the lease is picking up keys, we must receive noticed via email at least 24hrs ahead of key pick up.

  • Is my new home cleaned before I move in?

    Yes! We have all our properties cleaned before you move in. All properties have been cleaned to the standards of Mill House Properties, this includes professional carpet cleaning. We realize everyone has a different definition of "clean", however you are accepting the cleanliness of the home as is.

  • Do I have to have utilities turned on in my name by my lease start date even if I'm moving in later?

    Yes! All utilities noted on your lease to be turned on in your name MUST be switched over before your lease starts. We will not hand out keys if the utility transfer information sheet has not been completed and turned in. Failure to have utilities transfered into your name will result in a $100 fee.

  • Is there a move in inspection when I move in?

    Yes and No! Yes, you will need to complete a move in inspection when you move in. You will receive a form to complete and return back to Mill House within 7 days of your move in. Please take your time and be thorough, you will notice items you did not see on the 1st day. This is for your protection. This information us of the condition of the property when you moved-in from your perspective. This way you will not be blamed for damage or imperfections  that were already present. No, Mill House Properties will not be present for your move in inspection. You will complete the form and return it to our office.

  • Should I note maintenance issues on my Move In Inspection?

    While you are more than welcome to note any maintenance issues on your inspection form, this is not a call to action to our maintenance team. If you have any issues that need to be addressed, you will need to put in a work order through your tenant portal.

Moving Out

  • Is there any paperwork I need to fill out?

    Yes! We need you to complete a notice to vacate form so that we know where we should send your security deposit.

  • If I have roommates will we each get a check for our security deposit?

    No! On your notice to vacate, you all will agree to whom the deposit will be sent. Secuirty deposits are refunded in one check to one tenant.

  • How and where should we return keys?

    All keys need to be returned at one time on or before the last day or your lease. You will be charged rent for additional days if all keys are not returned on time. If all keys are not returned, you may be charged to have the locks re-keyed.Keys need to be returned in a clearly marked envelope with the property name indicated.

  • Do I need to clean the property when I move out?

    Yes, please! Be sure that the whole property is left clean. All rooms, appliances, bathrooms, ceiling fants, return grates, etc. must be left clean. If you are responsible for mowing or landscaping at your property, please perform any yard maintenance before you move out.

  • Will you dispose of any items left behind in or outside the property?

    Yes, however you will be charged for any personal items left behind. Please remove all trash and personal belongings when you move out. For larger household items that need to be disposed of, contact the town and schedule pick up through them.

  • Should I have the carpets cleaned when I move out if I have carpet in my property?

    Yes! If you have the carpets professionally cleaned, please submit a receipt when you turn in your keys. Please note that even if you do have them cleaned, you could still be charged for excessive wear, staining or damage. 

  • Will utilities automatically switch out of my name or do I need to contact the utility companies directly?

    If you are responsible for utilities, you will need to contact the utility provider to take service out of your name. If you are billed by a 3rd party (EBS, Guardian, etc.) MHP or the HOA will take care of the switch for you.

  • What should I do about mail delivery?

    Please make sure you contact USPS directly to begin forwarding mail to your new address. It is a good idea to set that up a few weeks before you move out.

  • When should I expect my security deposit to be refunded?

    Security deposits are typically refunded from our system within 30 days of move out and sent your way via USPS. If needed, we can notify you in writing that we will be taking an additional 30 days to complete the refund process.

Maintenance

  • Where should I submit Maintenance Requests?

    All requests for maintenance need to be submitted through your online tenant portal. Please be as specific as possible.

  • Is there a number I can call for emergencies?

    Yes! 


    For true emergencies (no heat in the winter, significant water leaks, etc.) please call 919-585-4970.

  • Am I responsible for changing my light bulbs, air filters and smoke detector/CO2 batteries?

    Yes! 


    You are responsible for replacing lightbulbs (including fridge bulbs, florescent bulbs, etc.). We are able to come out and help you change any bulb that is in a dangerous location or too high for you to reach from a step ladder, but you may be charged for the bulb itself.


    You are responsible for changing your own air filter and any smoke detector/CO2 batteries throughout your tenancy. 


    We suggest changing your air filter every 30 days (or following the instructions on your specific filters).


    You should test smoke detectors and CO2 detectors every month.

  • Am I responsible for paying for maintenance services?

    Yes and No.


    Tenants are responsible for  maintenance they create. An example of tenant caused maintenance: if you wash all your linens in one load and the washer breaks. Maintenance or damage caused by improper use or negligence can be charged to the tenant. You could also be charged for any larger maintenance issues that result in smaller issues not being reported.


    Most maintenance requests are simply due to normal wear and tear. Sometimes a toilet runs or a dishwasher might break. Most maintenance is not charged to the tenant.

  • What do I do if I see a bug or two in my home?

    Tenants are the first line of defense when it comes to pests. Use the product of your choice to try and solve the issue. We will step in if what you are doing is not having an impact on the problem.


    If we send someone out to spray for an infestation and there is no true issue or the issue is tenant caused, you could see charges for the exterminator's visit.

  • What should I do if I have a leak at my property?

    Always try to stop the source of the water first. Please turn off the water at the source of the issue (base of toilet/sink) or shut off the water to the whole property if you can (often condos have a shut off near the hot water heater). 


    If you can't shut off the water, try to control it as much as you can. You could put a bowl or bucket under the drip or leak. Move any valuable items away from the leak.


    Then be sure to put in a maintenance request or call emergency maintenance depending on the severity of the situation.



  • What should I do if I'm not getting power to an outlet, appliance, or other area of my home?

    In the event of an electrical problem, you should check all coordinating light switches, flip all switches in the breaker box (sometimes it helps to flip them on-off-on), check to see if any fuses have blown and need replacing, or push the GFI button on the electrical outlet before sending a maintenance request. 


    Sometimes there are several GFI outlets on one circut and they might be in different rooms throughout the house.


    If we have to send out an electrician to address an electrical issue, and all they have to do is flip a breaker/switch, replace a fuse, or reset a tripped GFI outlet you could be charged for that maintenance trip.

Lease Changes

  • Can I have a sub-letter?

    We don't allow subletters. We do, however allow our tenants to designate permitted occupants to stay in the property. We also allow tenants to have someone take over their lease through a process we call a Change of Tenant.

  • What is a permitted occupant?

    A permitted occupant is our version of a sub-letter. A permitted occupant is allowed to live in the property but is not legally or financially responsible. A permitted occupant will be able to set up an online tenant portal where they can pay rent and put in maintenance requests.

  • How do I add a permitted occupant?

    Anyone over the age of 18 intending to live at the property must fill out an application. There is a $65 application fee. Permitted occupants do not need to provide proof of income.


    If the application is approved, a Permitted Occupant Addendum will be sent out to all the current tenants on the lease to review and initial. Permitted occupants are not liable for damages and any rent owed. There is a $100 fee for each Permitted Occupant Addendum.

  • What is a Change of Tenant?

    A Change of Tenant is our process to add/remove/switch out some or all of the current tenants on the lease. There is a $150 fee associated with the process and it does transfer all legal and financial responsibility from the vacating tenants to the remaining and/or new tenants.

  • How do I proceed with a Change of Tenant?

    If you have found someone to take over your lease or found someone to replace you on a lease with remaining tenants, the first step is to let us

    know the potential tenant's full name and email address.


    With this information, we will send along the application for them to complete. There is a $65 application fee.


    Someone applying to be a tenant via a Change of Tenant must provide proof of income or have a guarantor apply as well.


    Once the application is approved, all tenants (leaving, remaining, and new) will be sent the Change of Tenant Addendum to sign. There is a

    *$150* fee associated with this process that will be posted to the account. Any tenant can pay the fee through their portal.


    Keep in mind that with a Change of Tenant, the deposit will remain with the property. We will not be doing any move out/move in inspection and no

    portion deposit will be refunded to you. Deposits are always refunded in one payment, to one tenant at the end of the lease.

  • I've had a change in circumstance and I need to move before the end of my lease. What are my options?

    If you've bought a home, are studying abroad, or need to move before the end of you lease for some other reason, you do have a few options.

     

    You are bound to the full terms of your lease, however you can find someone to take over your lease. Typically, this would be the Change of Tenant option described above.


    If you are having no luck in your own efforts, or if you simply want to take advantage of our marketing resources, the Early Marketing Program is a great option. The EM Program is only available to situations where everyone on the lease is intending to move out. We do not provide this service for tenants looking for new roommates. There is a $250 fee associated with this program, however that does include the Change of Tenant fee.

  • What is the Early Marketing Program and how do I sign up?

    The Early Marketing Program is a great option if you need help finding someone to take over your lease. While we provide no guarantee that we will be able to find someone to take over your lease, we have had great luck in the past.


    We will market the property via our website and show the property to potential tenants. The $250 fee covers the marketing and the showing of the property.


    Keep in mind that with a Change of Tenant, the deposit will remain with the property and transfer to the new tenants. We will not be doing any move out/move in inspection and no deposit will be refunded to you. 

Share by: