Tenant FAQ

All maintenance requests must be submitted through your Tenant Portal. Please include a detailed description and photos when possible. This helps us respond as quickly as possible.

For true after-hours emergencies, call (720) 575-0238 and select Option 1.

An emergency is anything that threatens health/safety or risks major property damage. For after hours emergencies, call (720) 575 0238, Option 1. 

Examples include:

• Fire
• Active flooding
• Sewage backup
• Burst water pipe
• Gas odor
• Furnace not working when temperatures are below 45°F
• AC not working when temperatures exceed 90°F

If the situation is life-threatening, call 911 immediately.

Issues such as appliance malfunctions, lockouts, or AC outages during mild weather should be submitted through the portal and will be handled during business hours.

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 violation fee of a minimum of $100. You will also be charged a minimum $80.00 trip charge, if you set up an appointment with any contractor and do not show up for that appointment.

No. Please do not hire vendors or make repairs without written approval. Unauthorized repairs will not be reimbursed.

Tenants are responsible for routine upkeep and minor maintenance, including:

• Replacing HVAC and refrigerator filters
• Light bulbs
• Resetting breakers or GFCI outlets
• Lawn care (if applicable)
• Preventing plumbing clogs caused by misuse

Damage caused by neglect, misuse, or unauthorized repairs will be charged back to the tenant. We rely on licensed contractors to determine the cause of an issue.

Unless a pest issue is present at move-in, ongoing pest control is the tenant’s responsibility. We recommend using a licensed pest control provider. If needed, we can provide a referral.

If a spare key or lockbox is available, use it. If a locksmith is required, the cost is the tenant’s responsibility. If you change the locks, you must provide written notice and a copy of the new keys.

Clogs caused by items such as wipes, paper towels, toys, hygiene products, or other foreign objects are typically the tenant’s responsibility. If the issue is caused by roots, collapsed pipes, or other structural problems, the owner will cover the repair.

Each situation is reviewed on a case-by-case basis.

In most single-family homes, tenants are responsible for routine lawn maintenance unless otherwise stated in the lease.

Failure to maintain the yard may result in HOA fines or violation fees being charged back to the tenant.

Refer to your lease for specific responsibilities.

We verify detectors are installed at move-in. Tenants are responsible for replacing batteries as needed. If a detector does not function after replacing the battery, submit a maintenance request.

Contractors are available after business hours for emergencies. If you request non-emergency service outside regular business hours, you may be responsible for the contractor’s after-hours premium.

If a contractor determines that a repair is tenant-responsible, we will notify you in writing and apply the charge to your ledger. The balance will be due with your next rental payment.

Yes. We may conduct routine property assessments (typically once in Spring and once in Fall). You will receive advance notice before any scheduled visit.

These visits are to assess the condition of the property and address maintenance concerns, not to evaluate housekeeping. You are not required to be present.

We respect your privacy and will make every effort to provide at least 24 hours’ notice before entering the property for maintenance, inspections, or walkthroughs.

In the event of an emergency, we may enter without prior notice to protect life or property.

Focus Property Management is your sole point of contact during your tenancy. If someone contacts you claiming to be the owner and you were not notified in advance, do not allow access and contact us immediately.

All rent payments must be made through your online Tenant Portal. Electronic payments are the fastest and most secure way to ensure your rent is received on time.

You may also pay with certified funds (cashier’s check or money order). Please note:

• A $5 processing fee applies to certified fund payments.
• We do not accept personal checks.
• We have a strict no-cash policy.

Rent is due on the 1st of each month and is considered late after midnight on the 7th. We strongly encourage paying by the 1st to avoid late fees.

If rent is unpaid after the 7th:

• Late fees will apply per your lease.
• Collections begin on the 8th.
• A Pay or Quit Notice may be issued shortly after.
• Late payments or open balances may be reported to credit bureaus.

Yes. You can enroll in automatic electronic payments through your Tenant Portal. You may modify or cancel your automatic payment settings at any time.

Late rent will not be accepted without the required 5% late fee, as outlined in your lease. If payment is not received, we will attempt to contact you by email, phone, or text.

If rent remains unpaid after the 7th, we reserve the right to begin eviction proceedings. Once that process has started, payment must include all late fees and administrative fees and must be made in certified funds only.

A $20 non-sufficient funds (NSF) fee applies regardless of the reason for the returned payment.

You will have 48 hours to make the funds good. After that, further legal action may begin. We may also require certified funds for future payments.

No. Rent is due every month, including your final month. The security deposit may not be used toward rent at any time.

If you have an outstanding balance, we will notify you in writing. In some cases, a payment plan may be approved, but it must be agreed to in writing by your property manager. Running balances are not permitted without written approval.

Tenants are responsible for utilities in their name, such as gas, electric, internet, and cable. All properties include a flat rate utility charge for water, sewer, and trash, billed monthly.

Utilities must be active on your lease start date, even if you haven’t moved in yet.

Yes. Utilities must remain on through your move out date to allow inspections. Turning utilities off early results in an $85 reconnect charge per provider and may delay your deposit return.

The flat rate is calculated based on similar properties, occupancy, and property size. It is designed to reasonably offset utility costs and is not intended to generate profit.

If you would like more details about how this works, please contact us.

Pet approval depends on the property and owner. Pets must be approved in writing and included in your lease.

Unauthorized pets are a lease violation and may result in fees or further action. Always obtain written approval before bringing a pet into the home.

Possibly. If the owner is willing to sell, we’re happy to discuss options with you.

Yes. If you’re considering purchasing, our affiliated brokerage team would be happy to assist you.

Occasionally, mail may be delivered for a property owner, former resident, or another third party. Please do not open, discard, or store mail that is not addressed to you.

For standard USPS mail, simply write “Return to Sender” on the envelope and place it back in your mailbox for pickup.

If you receive a package or urgent item that is not addressed to you, please notify us at tenantservices@focus-rentals.com. You are not responsible for delivering items, coordinating with prior residents or owners, or paying for postage. We will provide further instructions as needed.

No. Your lease ends on the date stated in your agreement. You must provide written notice at least 30 days before lease end if you intend to vacate. If no notice is given, you may receive a renewal offer or a non renewal notice. 

Yes. If a rent adjustment is being made, you will receive notice at least 60 days before the lease end date, as outlined in your lease.

Rent adjustments are based on market conditions and operating costs, including insurance and property taxes.

No. Subletting is not allowed. All adult occupants must be approved and added to the lease. Unauthorized subletting may result in fines or further action.

Early termination requires:

• Payment of a break lease fee equal to one month’s rent
• Cooperation with showings
• Rent responsibility until a new tenant begins their lease
• Returning the home in clean, undamaged condition

Yes. During the final 30 days of your lease, we may begin marketing and showing the property to prospective tenants. We may:

• Place a yard sign
• Install a lockbox for licensed real estate access

You are not required to be present during showings.

Only licensed real estate professionals or authorized Focus staff may access the property through the lockbox system.

Do not allow unaccompanied individuals into the home. If someone arrives without an agent, refer them to our office.

• Do not engage the deadbolt if instructed
• Secure or remove pets during showings
• Ensure reasonable access for scheduled appointments

We will provide advance notice before showings as required by your lease and state law.

Your inspection occurs after you have fully vacated and removed all belongings. Inspections are documented with photos; tenants are not required to attend.

Leave the home clean, undamaged, and return all keys and remotes. Deposits are returned within 30 days via eCheck to the bank account on file.

No. All cleaning and repairs must be completed before the move out inspection. Once you have vacated and returned possession, re-entry is not permitted.

Any remaining balance must be settled within 30 days. Unpaid balances may be sent to collections or reported to credit bureaus.

The property must be returned in clean and undamaged condition, with all personal belongings removed.

We encourage you to request our full Move-Out Guide & Checklist by emailing us at

tenantservices@focus-rentals.com to help avoid unnecessary charges.

A final inspection will be completed after:

• The property is fully vacated
• All cleaning has been completed
• All keys and remotes have been returned

We document the property condition with photos and compare them to the move-in inspection report.

All keys, mailbox keys, garage openers, and remotes must be returned by your lease expiration date. Failure to return keys may result in daily prorated rent or replacement charges.

Yes. If your property is located within an HOA community, you are required to follow all HOA rules and regulations.

HOA guidelines may cover items such as lawn maintenance, parking, trash storage, exterior appearance, and amenity access.

If you are unsure whether your property is governed by an HOA, please contact us.

You can review the HOA’s governing documents on the association’s website. If you need help locating them, we’re happy to assist.

If the HOA issues a violation notice or fine due to tenant action or inaction, the tenant is responsible for:

• Any fines assessed by the HOA
• An administrative fee for processing the violation

Repeated violations may result in further action.

Some of the most common issues include:

• Lawn maintenance concerns
• Parking violations
• Improper storage of boats, trailers, or RVs
• Exterior appearance violations

Please review the HOA rules carefully to avoid unnecessary fines.

Some HOAs require tenants to register, provide a copy of the lease, or complete paperwork before accessing amenities such as pools or playgrounds. Contact the HOA directly for access requirements.

If you receive any legal notice related to foreclosure on the property, forward it to us immediately. Do not ignore it. We will coordinate directly with the owner and provide updates as needed.