Owner's Frequently Asked Questions (FAQ)

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1. Office and Contact Information

Where is your office located and what are your office hours?

Our office is located in Riverside in the Whiteway Corner building at:

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2720 Park Street, Suite 227

Jacksonville, FL 32205

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We are open Monday through Friday from 9:00am to 5:00pm EST.

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Are you licensed?

​Yes, we are licensed by the state of Florida and have a Brokerage license as is required for a property management company. Our state of Florida license number is CQ1072796.

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Can I reach you after hours?

Absolutely! We provide you with the personal cell phone number of your property manager, so you can contact them directly in case of an emergency outside of regular business hours. You may also use our company’s 24/7/365 emergency answering service, which is available to all of our tenants as well.

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2. Lease and Owner Portal

Who signs the lease and do I get a copy?

To ensure a smooth process and provide an extra layer of protection for you, the leases are signed under our company name. Once the lease is signed and the deposit is submitted by the new tenant, we will share a copy of the lease with you.

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Do you have an owner portal that I can access?

Yes, as an owner, you will have access to our owner portal through Rentvine. This portal provides you with valuable information about your property on a monthly basis. You can view maintenance tickets submitted by tenants, including pictures of the issues, and invoices for repairs done by vendors. On the 10th day of each month, we send out detailed owner statements and payouts via ACH. If you have any questions or need further assistance, our property manager is always available to help.

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I own several rental properties in Jacksonville, do you provide discounts?

Absolutely! We offer a tiered discount program for owners of 5+ unit buildings and provide discounts for larger multi-family properties as well. We also offer discounts for veteran and active-duty military owners, as well as for owners with properties that are 5 years old or newer.

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3. Property Management Benefits

Why should I hire a professional property manager to manage my property?

There are several benefits to hiring a professional property manager like Thirdstone Properties:

• We have strict tenant placement criteria and thoroughly screen applicants to find the best tenants for your property.

• We have efficient processes for rent collection and handling maintenance issues, ensuring peace of mind for owners and cost savings in the long run.

• We have extensive knowledge of local, state, and federal laws related to rental property management, minimizing risk for owners.

• With over 25 years of combined experience in managing rental properties, we prioritize safety when preparing properties for rent and handling maintenance, providing a secure home for tenants.

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What does Thirdstone Properties need from me to start managing my property?

The onboarding process is straightforward. If your property is vacant, we require a signed management agreement and the keys. If you have a tenant in place, we also need a copy of their lease and contact information to properly onboard them.

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​Will you manage my property if I already have a tenant in place?

Absolutely! We have successfully onboarded over 100 properties with tenants already in place. Our onboarding process ensures a smooth transition for the tenants, assuring them that we will take care of their needs as their new property managers. We explain the next steps to them and work with them during the transition. Many tenants are happy with the change, especially if they were dissatisfied with their previous property manager.

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4. Tenant Screening, Rent, and Maintenance

What is your tenant screening process?

Our tenant screening process is thorough and rigorous to ensure we find the most qualified and reliable tenants for your property. When prospective tenants show interest in your property, they are required to complete our Rentvine online application. As a certified Transunion partner, we conduct comprehensive credit and background checks using their reliable screening system.

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Our primary screening criteria include assessing the applicant's rental history, income-to-rent ratio, and eviction records within the last seven years. While credit and background checks usually reveal eviction history, we also cross-verify this information by consulting local county records to ensure no eviction records go unnoticed.

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To validate the applicant's income, we request copies of their photo ID and the most recent one-month paystubs. In cases where the applicant has recently started a new job, we request an offer letter and personally contact the employer to verify its authenticity. For self-employed applicants, we review the past six months of bank statements to assess their financial stability.

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To verify rental history, we reach out to property management companies by sending a release form and an online form requesting vital information that aids our decision-making process. When dealing with private owners, we cross-reference the provided contact details with the property appraiser's website to ensure their authenticity.

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Once we have gathered all the necessary information and determined that the applicant meets our criteria, we communicate with you to discuss the main criteria and seek your approval. We emphasize that the tenant screening process may appear extensive, but it is the crucial first step we take to minimize risks associated with placing tenants in your property. By diligently assessing applicants based on their rental history, income stability, and eviction records, we aim to secure responsible tenants who will maintain your property and adhere to timely rent payments.

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How much notice does a tenant have to give before they can move out?

In accordance with our lease agreement, tenants are required to provide a minimum of 30 days' notice prior to the expiration of their lease if they do not intend to renew. For tenants on a month-to-month tenancy, they have the flexibility to notify us of their decision to not renew at any time. We prioritize open communication and collaboration between tenants and owners to ensure a smooth transition during the lease termination process.

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What happens if my tenant does not pay rent?

In our rental agreement, tenants are given until the 5th day of each month to submit their rent payment. If a tenant fails to make the payment by that deadline, we take appropriate action. On the next business day, we post a 3-Day Pay or Vacate notice on the tenant's door. In most cases, tenants respond promptly and either make the payment or reach out to discuss their situation within the three-day period. However, if the issue persists and payment is not received, we strive to find a mutually agreeable resolution that allows the tenant to vacate the property as soon as possible, thereby avoiding an eviction on their record. Rest assured, as the property owner, you will be promptly notified if your tenant fails to make the required payment within the specified timeframe.

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How are evictions handled and do you have an eviction guarantee?

Handling evictions is an unfortunate situation that we aim to avoid through diligent communication and resolution efforts. Before resorting to eviction, we make multiple attempts to collect payment or reach a mutual agreement with the tenant. However, if eviction becomes necessary, we take the following steps:

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1. We gather all the necessary information and promptly forward it to our attorney, ensuring that you are copied on the email for transparency.

2. We oversee and coordinate the entire eviction process, from filing the necessary paperwork to working with the courts, until the tenant has vacated the property.

3. In certain cases, if the tenant requests and all parties agree, we can explore the possibility of reaching a stipulation agreement through the courts.

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It's important to note that the costs associated with evictions are the responsibility of the property owner, and we handle all coordination throughout the process.

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We understand that an eviction can be an unexpected and disruptive event. As part of our commitment to our clients, we offer an eviction guarantee. In the rare instance that a tenant we have placed requires eviction within one year of the tenant being placed, we will place a new tenant at no additional charge.

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Our goal is to minimize the impact of evictions on property owners and ensure a smooth transition to a new tenant whenever necessary.

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Do I have to pay management fees while my property is vacant or if my tenant does not pay rent?

No, you do not have to pay management fees while your property is vacant or if your tenant fails to pay rent. We have designed our fee structure to align our interests with yours. Therefore, in situations where your property is unoccupied or your tenant is delinquent in rent, you will not incur any management fees.

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Our Rentvine management system operates on an automated process that only triggers a management fee when rent is successfully collected. This means that you are only charged when your property is generating rental income.

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We believe in providing fair and transparent services, and we strive to ensure that our fee structure reflects this commitment. You can have peace of mind knowing that you will not be burdened with management fees during periods of vacancy or rental payment issues.

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What is the process when a tenant moves out?

When a tenant informs us about their decision to move out, we promptly send them comprehensive move-out instructions 15 days prior to their scheduled departure. These instructions guide them through the necessary steps, including returning all keys to our office.

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Upon receiving the keys, we take proactive measures to ensure a thorough move-out process. In most cases, we engage a reliable third-party inspection company to conduct a detailed move-out walkthrough. This allows us to capture any necessary documentation and assess the property's condition accurately. Importantly, this service is provided at no additional cost to the property owners. Alternatively, there are instances where a qualified member of our team personally conducts the property inspection.

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Once we have the move-out inspection report in hand, we promptly share it with the property owners. This transparency ensures that owners are kept well-informed about the condition of their property and any required maintenance or repairs. We diligently work towards making the property rent-ready again, focusing on preparing it for the next tenant.

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In addition to managing the move-out process, we handle the security deposit claim in a meticulous manner. Following the applicable legal guidelines, we ensure that the security deposit is appropriately utilized for necessary deductions, such as repairs or outstanding balances. We provide the owners with detailed information regarding the security deposit claim, keeping them informed throughout the process.

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Our goal is to streamline the move-out process, maintain open communication with owners, and efficiently prepare the property for its next rental opportunity.

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How do you handle maintenance issues?

When a maintenance issue arises, we have a streamlined process in place to ensure prompt resolution. Tenants can conveniently submit maintenance requests through their tenant portal, detailing the issue they're experiencing. Our dedicated Maintenance Coordinator diligently checks the tickets multiple times a day and assesses the severity of each situation. If necessary, she promptly dispatches one of our trusted vendors to address the problem.

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In cases where the issue is unclear or requires additional information, our Maintenance Coordinator proactively reaches out to the tenant for further clarification. We understand the importance of effective communication in resolving maintenance concerns.

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For emergencies that require immediate attention, tenants can reach our office 24/7, and we always have a designated staff member available to handle urgent situations promptly.

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Once a maintenance issue is resolved, the corresponding ticket is promptly closed. We believe in transparency and accountability, so all maintenance tickets, related invoices, and any accompanying pictures are shared with the property owners via our owner portal. This allows owners to stay informed and have a comprehensive overview of the maintenance activities carried out on their property.

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​5. Additional Inquiries

Have a question that you do not see here?

If you have any questions that are not addressed here, please feel free to reach out to us via email at info@thirdstoneproperties.com or by calling 904-878-1769. Our office is open Monday through Friday from 9:00am to 5:00pm EST. We are here to assist you.

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Thirdstone Properties

2720 Park St, Suite 227

Jacksonville, Florida 32205

info@thirdstoneproperties.com

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