Resident Success Guide
Rize Property Management - Resident Success Guide
Referred to in your lease agreement as Rules & Regulations
Welcome to your new home with Rize Property Management! The purpose of The Rize Property Management Resident Success Guide is to ensure you have all the necessary information to enjoy your living experience and understand the expectations and responsibilities of you and Rize. This Resident Success Guide is a supplement to your lease agreement and may change with 30 days’ notice.
We know you have a lot to do as moving is always a challenge, so our goal is to keep this concise and worthwhile for you to read!
Move-In Checklist:
The first thing you need to do is fill out your move-in checklist as this protects you from being held responsible for any cosmetic damage that may exist prior to your move-in. This is for cosmetic damage and not for functional issues that need immediate repair. When the checklist is complete, please email it to service@rizepm.com. If you have work orders that need immediate repair, please submit a work order.
Resident Portal:
You should have already received a link intext or email. If not, please email service@rizepm.comright away. In the portal, you can pay your rent using a checking or savings account for a nominal fee. This is the best method as you will be charged a larger fee to pay with a debit or credit card, depending on the credit card company’s fee structure. If you prefer to pay with a money order, you can save time and do this from any CVS or 7-11 with Pay Slip. If you are interested in this method of payment, please email service@rizepm.com for more information. We also have a drop box outside the front door to our office that is available 24/7 for payments. Please make sure every paper check or money order you pay with is completely filled out, with your name and address clearly visible.
Rent, utilities, and all other fees are due on the 1st of each month, with a grace period through the 5th. Late fees will be charged according to your lease contract on the 6th of each month. Late payments must be made via certified funds and paid in full. Partial payments of any kind will not be permitted after the 5th of the month. The portal will be locked for payments when rent is late. If you think you may be paying late, notify the office immediately.
The portal is also your resource to:
- Request maintenance. The portal is how you request and track the status of your work order. Please put multiple issues in one work order rather than in multiple work orders. We do our best to respond to all maintenance requests within 24 business hours and faster for emergencies. Please do not submit online work requests for emergencies.
- View documents. You can see your lease agreement and other documents in the portal.
- Update information. You can also update your contact information and upload a new renter’s insurance policy.
Contacting Rize:
We are here to help! The best way to contact us is to email service@rizepm.com. This is the best way to contact us as this gives a record of the conversation as oral agreements are not binding. You can call our office at 801-210-7002. We try our best to answer every call, but are often on the phone with other customers. Please leave a voicemail and we will respond as quickly as possible.
Our office is open Monday-Friday 8:30am - 5:30pm. We are happy to meet with you for items that cannot be handled virtually. Please reach out to make an appointment by emailing service@rizepm.com.
Maintenance Responsibilities
Maintenance Requests:
· Be as specific as possible about the problem. Include photos wherever possible as this will speed up the repair process.
· Our vendors will reach out to you to schedule appointments. You will need to look out for their phone call. If you miss a call regarding requested service, please return the phone call as soon as possible. Please also make sure your contact information is up to date so we can get in touch.
· Please be sure to try basic troubleshooting before requesting service. Please refer to the plumbing, HVAC, and electrical sections below for some common troubleshooting tips.
· Tenants are responsible for securing any pets that the vendor may encounter on their visit to the property.
Maintenance Emergencies:
During business hours, you should call our main line at 801-210-7002. If we are on another call, leave a voicemail and we’ll get back to you right away. Afterhours, call the main line at 801-210-7002. Press the option for a maintenance emergency and you will be connected with our afterhours maintenance service.
What is Considered an Emergency:
· A fire
· A flood that is causing property damage
· A non-functioning toilet when the home has only one toilet
· The heat is not working in the winter months
· The AC is not working in the summer months
This list is not exhaustive, and emergencies may exist in addition to those listed above. All other maintenance should be submitted as a request through the tenant portal.
Lawn Care:
Unless otherwise stated in your lease, you are responsible for all landscape maintenance. Failure to keep your yard areas clean and free of debris and overgrowth, to set sprinkler timers appropriately (if applicable), to keep lawns trimmed, and all areas otherwise maintained may result in the transfer of city fines, and/or move out charges taken from your deposit at the end of your tenancy. Should a landscaping service be required due to your neglect, you will be responsible for the charges.
Lawncare Expectations:
· You are responsible for watering the lawn, bushes, shrubs, flowers, and any other plants that were present at the time of move in. It is expected that the lawn will be alive and green (if during the growing season) and ALL plants will be alive when you vacate the property. It is recommended that you set automatic sprinkler systems to water all zones for 30 minutes each, 3-4 times a week.
· You are responsible for keeping the yard free of weeds. “Yard” is defined as the lawn, planter areas, sidewalk cracks, driveway cracks, adjacent gutter cracks, and park strip.
· You are responsible for keeping the lawn mowed and trimmed at all times.
If the yard does not meet the above expectations, Rize Property Management will perform the work and you will be charged for the time and any costs incurred.
If we receive notification in any form (e.g. complaint from neighbors, notification from city, result of an inspection) that yard care is not being performed then Rize will perform the necessary yard care, and charge the cost to your account. If not paid, these charges could result in the accumulation of costly late fees and eventually in possible eviction.
Snow Removal:
If your lease agreement indicates you are responsible for snow removal, then it is expected that snow will be removed from all walkways, balconies, decks, driveways, and sidewalks within24 hours of the snow fall. In most cities it is a city law to remove all snow within24 hours or the city will fine the owner and the tenant will be responsible to reimburse the owner.
If you live in an apartment community, Rize will handle snow removal following two or more inches of snow. We work to get to our properties cleared of snow as quickly as possible during a storm and do not guarantee a timeframe. Given our climate, you should be prepared to travel in the snow.
Sprinkler and Swamp Cooler Start Up and Shut Down:
All properties with sprinkler systems will be started up at the beginning of the season and shut down at the end of the season. You do not need to request this service and you are not authorized to do it yourself. You are already on a list for start-ups and shutdowns. The start-up/shutdown fee will be charged to your account. Any leaks or damage outside of this process need to be reported. It is your responsibility to submit a work order for these issues.
Other Exterior Responsibilities:
· Sidewalks, driveways, walkways, lawns, entrances, hallways, stairs, parking areas, and other exterior areas should not be obstructed at any time.
· Any aerials or antennas of any kind need to be approved by Rize prior to installation.
· Large personal items such as house furniture, bicycles, boxes, etc. should be stored in the your home or storage unit or areas specified by Rize. All such items must be removed at your expense within 3 days following written request from Rize.
Safety Responsibilities:
Smoke/CO alarms are contained in each of the premises. You should check the alarms to ensure they are functioning properly at minimum every 6 months. It is your responsibility to change the batteries to make sure alarms are functioning. During inspections if batteries are not changed, Rize will do so and charge you for the cost. Malfunctioning smoke/CO alarms should be reported to us immediately. You must first check batteries before reporting an issue. The intentional disabling of a smoke/CO alarm by a tenant or its guest is a violation of these rules and regulations. If any exterior doors or windows are not secure, please report to us immediately.
Heating and Cooling Responsibilities:
If you live in a single-family home or a multi-unit building containing less than five units, you are responsible for cleaning or replacing the furnace filters at least once every 3-6months, especially at the beginning of fall or winter. Repairs/system replacements caused by failure to clean/replace the filter may be your responsibility and costs associated will be charged to your account.
If you live in a multi-unit building or community containing five or more units, Rize will change your filters. Please submit a maintenance request to have this service completed.
Storage of any kind in utility rooms/closets is prohibited because of the potential fire hazard. Management may ask to inspect this area on a routine basis.
Changing the batteries in thermostats is your responsibility. If you experience an issue with your HVAC, please check the thermostat batteries and the air filter prior to contacting management. If you notice the service lines to/from the AC are frozen you will need to shut it down, change the filter and allow the unit to defrost before restarting it.
Swamp coolers will be started-up/shut down at the beginning of spring and the end of summer. If you have a swamp cooler, you are already on our list, and there is no reason to request this service. Any other issues with your swamp cooler should be reported to maintenance.
Power and Electricity:
If the power goes out in your home, first check to see if the whole area is without power. If it is out in the entire area, please direct inquiries to the power company. If the power is only out in your home, check the circuit breaker box and/or the main breaker to the house. If breakers have been tripped, you will need to reset, or flip the breakers. Rize Property Management is not responsible for power outages. If management needs to shut off power for any reason you will be notified beforehand.
If power in your kitchen, bathroom, or garage is out, please check the GFCI buttons on all outlets in any of these rooms as they can all be connected. You will need to push the button to reset.
Plumbing Responsibilities:
· You are responsible for the daily maintenance of toilets, sinks and garbage disposals. Disposable diapers, sanitary napkins, toys, etc., will cause your toilet to clog and can cause a sewer backup. If maintenance is called out and such items are found, you will be charged for the costs and expense of the correction.
· If you have a clogged toilet, you are responsible for attempting to unclog it with a plunger.
· If you have a clogged shower or sink drain, you are responsible for ensuring the drain is free of hair and other debris.
· If the garbage disposal is clogged or frozen, you are responsible to hit the reset button and to try to disengage the frozen disposal using an allen wrench.
· All other plumbing issues should be reported to Rize.
Pest Control:
You are responsible for keeping their home tidy to avoid rodents, pests, and insects. Rize will not treat for the prevention or control of pests and insects unless a professional pest company confirms that there is a prior infestation. You must first take steps to control or get rid of pests/insects prior to contacting management. If it is determined pest infestation was brought in by the occupants (i.e. bed bugs, roaches), you will be charged for all extermination fees associated.
If you are notified that pest control services are necessary in your home, you are required to comply and allow access to the pest control technician. Failure to do so will result in fines.
Utilities
If you are a resident at the following apartment communities:
· 150 South Apartments
· 7th & 7thApartments
· Alta View Apartments
· Ascent at Sugarhouse Cove
· Capitol Estates
· Central Fourplex
· Heather Street Triplex
· The Ashwell
Water, sewer, trash, common area gas, and common area electricity will be billed by Conservice and posted to your ledger with rent each month. Please refer to the Utilities Addendum in your lease contract for more details on the billing process.
You are required to set up gas and electric accounts in your own name with the appropriate providers prior to your move in. If you do not set up your account prior to move in, or cancel your service, your account will be billed a $50 fee per billing period plus usage.
Some apartment homes within the above communities may have shared gas meters, in which case you will not put gas in your own name. Please contact Rize to confirm if your meter is shared.
If you are a resident at the following apartment communities:
· Woodside at Holladay
· Tapestry Townhomes
· Townhouse Court
· Cottonwood Creek Apartments
· Monarch Townhomes
Water, sewer, trash, gas, common area gas, electricity, and common area electricity will be billed by UB West and posted to your ledger with rent each month. Please refer to the Utilities Addendum in your lease contract for more details on the billing process.
You are required to set up an electric account in your own name with the appropriate providers prior to your move in. If you do not set up your account prior to moving in, or cancel your service, your account will be billed a $50 fee per billing period plus usage.
For all other residents:
The first thing you need to know: Do not put utilities in your name! All utility charges will be posted to your tenant portal, and you will pay them directly to Rize along with your rent due on the 1st of the month.
Please do not connect utilities in your name as reconnection charges of $50 per utility will apply.
Rules & Regulations
Parking:
No vehicle that is inoperable may be parked on the property at any time. All cars are required to have current license plates and registration. All cars must be parked in designated, hard surfaced parking areas. Parking is never permitted on landscaped or grass areas. If you live in an apartment community, you may have a specific parking addendum outlining the parking passes and assigned spaces.
Home Cleanliness:
Homes must be kept in clean, broom swept appearance during the duration of your lease. Items cannot block windows or doors. Items may not be stored near or around water heaters, furnaces, or any other appliance that would create a safety hazard. We do not want to charge you for cleaning when you move out and it is easy to avoid this by cleaning regularly.
Shower Curtain Requirements:
If your home has ashower that requires a curtain, waterproof curtains must be installed and usedcorrectly. While taking a shower, thecurtain must be inside the tub and closed completely to prevent water from leakingoutside of the shower area.
Outdoor Spaces:
All balconies and patios must be kept clean. Do not store furniture, boxes, trash, or other items in the space. If you have a balcony, you may keep outdoor furniture in good condition and plants that are well maintained. Furniture of any kind is never to be left outside your front door. Plants or other items left in common areas must be removed. Violations of this policy may result in fines of $50 per occurrence, up to and including removal of the items.
Guests:
Guests must comply with all terms of the lease and Rules & Regulations. If your guests violate any rules, this will mean you are in default of the lease. Rize has the right to restrict any guest from the premises by issuing a 3-day notice that may result in an eviction.
Guests are permitted to stay no more than 3 consecutive days or more than 5 days in any quarter. If your guests will be saying with you longer, then you must speak with us to add them to the lease.
Smoking:
Smoking and vaping of any kind are prohibited inside all properties and on balconies, porches, decks, steps, patios, etc. Smoking and vaping are prohibited within 50feet of any structure.
Criminal Activity:
No criminal activity of any kind will be tolerated on the premises. This includes criminal activity of any tenant, occupant, or guest within the community. Criminal activity does not need to be charged or investigated by police authorities to be grounds for eviction. The discharge of any firearm or brandishing of any other weapon within the community will be grounds for immediate eviction.
Noise:
Quiet hours are between 10 pm and 7 am. Excessive noise from residents, guests, and animals is prohibited at all hours. Please be considerate of your neighbors and respect these rules.
Animals:
Animals are only allowed on the premises ONLY if a separate animal agreement exists and if allowed on the property. Unauthorized animals will result in a fine of$350 plus all applicable pet fees, deposits, and rent. Animals must always be on a leash in a common area. Animals that show any signs of aggression toward other people or animals must be removed from the property. Animal waste must be picked up and disposed of immediately, or fines may be assessed. Damage caused by animals must be repaired within 10 days of written notice.
Animal Waste and Litter:
Pick up after yourselves and your animals. Do not let any waste remain on the grounds for any period of time. Fines of $200 or greater per occurrence maybe assessed depending on specific lease and addenda terms. If you live in a community that uses the PooPrints program, please refer to the addendum in your lease contract for more details regarding animal registration and fines.
Lock Outs:
We understand that getting locked out or losing your key happens. If this does happen, it is your responsibility.
During business hours, you can come by our office to get a key made for a $5 charge. You must call ahead. If the lock out occurs after hours, you will need to call a locksmith. If for any reason the locks are changed, alike-kind lock must be used and Rize must be provided with a key within 24hours.
If you are locked out after hours due to a malfunction of the lock, please contact the office regarding the expense.
Grills and Outdoor Cooking:
Any outdoor cooking is prohibited within 5 feet of any structure and is prohibited underneath any roof or on any balcony.
For Tapestry Townhomes Residents, grills are prohibited within 10 feet of any structure.
Hot Tubs and Pools:
Unless provided by the owner upon move-in, all hot tubs, pools, or any other body of water are prohibited at all times. If a community pool exists, you will be given separate rules and regulations.
Inspections:
Periodic inspections will be conducted to ensure the safety, function, and habitability conditions of the property are met. For certain inspections, you may be required to be home. These inspections will be scheduled in advance. If you cancel an appointment within 24 hours of the scheduled time, a fine of $50 will be charged.
Renewing your Lease
Renewal Offers:
Renewal offers are sent a minimum of 45 days prior to your lease expiration date. Rize will inform you of renewal options, including any applicable rent increases or fee changes. No fees or additional deposits are due at time of renewal unless you are making changes to the leaseholders. Prior to the renewal you will need to update your contact information with Rize. A lease renewal may or may not be available due to factors such as your adherence to lease requirements or the plans of the property owner.
Month-to-Month:
If you do not renew your lease, it will automatically become a month-to month lease and you will be charged an additional $200 per month, unless otherwise specified in your lease.
Roommate Changes:
Roommate removals may only occur at the time of renewal. We will not remove any leaseholders until this time. Do not submit a move-out date through your portal unless every resident is moving out. Remaining residents must requalify by providing current proof of income. New residents must apply and meet all application criteria. All residents must agree to the changes and paperwork will be required. A $250 lease initiation fee will be assessed.
For all other questions on lease renewals, please contact us.
Moving Out
Move-Out Notice:
You must submit an Intent to Vacate (NTV) notice30 days prior to your lease end date. This form is available on our website or we can email it to you.
All individuals who have signed the lease must sign the Intent to Vacate Notice.
Submitting notice prior to the end of your lease does not release you from your lease obligations. Please contact us for details on your obligations past your move out date. In some instances, buy-out agreements may be offered.
After your notice has been submitted, you will be provided with a Move Out FAQ letter. Please read this letter in its entirety.
Key Return Form:
Turn in keys on or before your scheduled moveout with a fully completed key return form. Final move out inspections will be done only after all your personal property has been removed and you have properly cleaned the unit.
Keys will need to be returned to the office at Rize, along with any additional property access items (garage door remotes, mail keys, pool keys, amenity keys, parking permits, etc.). Do not leave keys in your home. A fee may apply for any unreturned items. You will not be able to re-enter the property once you have returned the Key Return Form.
Move-out Condition:
If you paid anon-refundable cleaning fee upon move-in, you are required to leave the property free of all items and broom swept. If excessive cleaning is necessary, you may be charged additional cleaning fees. If you did not pay anon-refundable cleaning fee at move-in, you are required to leave the property in professionally cleaned condition, including carpet cleaning.
Security Deposit Refund:
The security deposit paid at move in will be held until the premises are vacated. Once vacated, a security deposit disposition will be mailed to your forwarding address within 30 with an itemized list of any deductions. Refunds may be issued via check or direct deposit if you have submitted authorized bank account information through your portal.
You are required to provide an accurate forwarding address. If an address is not provided, and we are unable to reach you to get a correct address, itemized deductions and checks will be sent to your last known address with a request for the post office to forward the mail.