Tenant FAQs

• Why must I upload my ID to book a tour?

  For safety, we require identification from anyone booking a tour, whether in-person or self-guided. This measure protects you, our clients, and staff.

• Why can’t you show me a property at night or on weekends?

  Our team operates during weekday business hours, but most properties offer self-guided tours for after-hours convenience.

• Can I submit a paper application?

  All applications must be completed online to streamline processing and reduce errors. Our third-party system securely handles information and payments.

• Why must everyone over 18 apply?

  To ensure a safe environment, we require all adults to meet rental criteria, which includes a credit and background check.

• How long does it take to process an application?

  Application processing typically takes 3-5 business days.

• Is there an application fee, and is it refundable?

  The non-refundable application fee is $65, covering credit and background screenings. The application can be reused for any of our listings within 30 days without an additional fee.

• What is the average utility cost at the property I’m interested in?

  We don’t track resident utility costs, but you may contact utility companies directly for history. For oil heating, local delivery companies can provide cost estimates based on current rates.

Payment FAQs

• I am unable to pay my rent on time this month. Can I pay at the end of the month?

  No, rent is due on the 1st of each month. However, we provide a 5-day grace period before late fees apply. As part of your Resident Benefits Program, we offer tenants one interest-free payment plan per lease term (or 12-month period if on a month-to-month lease). The payment plan can cover rent and other recurring charges, with terms outlined in a written agreement requiring your signature. Following the payment schedule is essential to avoid court action.

• I moved out recently and haven’t received my security deposit yet. When can I expect it?

  One Focus Property Management will send your Security Deposit Disposition within 30 days after you return possession of the property. You’ll receive notification by email and/or mail. To expedite your refund, please set up electronic payment in your tenant portal before moving out.

• Can I pay rent online?

  Yes, you can use your online tenant portal to pay rent, utilities, and more. Note additional fees apply when using a debit or credit card. There are no fees for using an eCheck, which only requires your bank account and routing numbers.

• Why did I receive a past-due balance email if I already paid my rent?

  A past-due balance email indicates that you still have an outstanding balance, such as utilities or pet fees. We include your tenant ledger in the email, which allows you to review and address any unpaid charges.

• Why does my tenant portal say I cannot pay online?

  If your portal displays a “You currently cannot make payments online” banner, you are on Certified Funds Only status. This means we can only accept money orders, cashier’s checks, or electronic cash payslips from you. The two main reasons for this are either an ongoing court action or three or more returned payments. For court action, the status remains until the judgment is satisfied. For multiple returned payments, you must complete 12 consecutive months of on-time payments with no further lease violations to restore other payment options.

• Can I bring a payment directly to the office?

  Yes, we accept personal checks, cashier's checks, or money orders at our office at 414 W Fourth Street, Williamsport, PA 17701. A secure drop box is available 24/7 on the front porch to the left of the doors. Credit card payments must be made online via your tenant portal.

Tenant Experience FAQs

• How do I break my lease?

  If you wish to terminate your lease early, submit a written notice to vacate with your planned move-out date. You remain responsible for rent until the lease ends or the property is re-rented, whichever occurs first. An early termination fee equal to one month’s rent or $800 (whichever is greater) applies, and the property will only be advertised once this fee is paid. Refer to page 4, section 12 of your lease agreement. If your lease predates our management, we will adhere to the existing terms.

• How can I get a pet?

  First, contact our office to check the pet policy for your property. If pets are permitted, guidelines may include breed, weight, and pet limits. If approved, submit a pet application at our pet screening website.

• How do I access a copy of my lease?

  A copy of your lease is available in your tenant portal.

• Why is there an animal inspection, and why do I have to pay $50?

  Your animal addendum requires an annual inspection, typically 1-2 months before your lease renewal, to assess any pet-related property damage. The $50 fee covers the labor cost of this inspection. You and the property owner will receive a copy of the inspection and documentation report.

• How do I add or remove a person from my lease?

  To add someone, they must submit a rental application and provide two recent paystubs for income verification. Upon approval, a $150 lease change fee will be applied and a new lease signed. To remove someone, submit two recent paystubs for income verification. If you’ve lived in the home over six months, a new rental application is required. A $150 lease change fee will apply if the removal is approved.

• How does the lease renewal process work?

  We will contact you approximately 60 days before your lease expiration with any renewal offer details.

• Why is a preventive maintenance visit scheduled?

  We conduct yearly preventive maintenance visits to assess the home’s condition and inform the property owner of any issues that need attention.

• I am covered by the Second Nature Master Liability Policy, where I file a claim?

  Residents who are covered under the Second Nature Liability Policy should submit all claims online here: https://insurance.residentforms.com/
  
  Second Nature Master Policy Coverages
  Second Nature Notice and Evidence of Insurance

Maintenance FAQs

• How soon can I expect a response to my maintenance request?

  Response times vary by urgency. For emergencies, such as leaks or heating issues, we aim to respond the same business day. Non-urgent requests are usually addressed within 3-5 business days.

• Will I be charged for maintenance work?

  Most maintenance services are covered unless the damage was caused by your negligence, misuse, or harm. Review your lease for specifics on responsibilities.

• What qualifies as an emergency maintenance issue?

  Emergency issues are those that impact health or safety, like gas leaks, heating failures in extreme weather, or electrical hazards. Uncontainable leaks that jeopardize the property are also treated as emergencies.

• Do I need to be home for maintenance work?

  No, you don’t need to be home, but if you prefer to be, that’s fine. Please secure pets, especially dogs, and ensure children are accompanied by an adult over 18.

• Why are pest control, bulb replacement, and battery replacement my responsibility?

  Tenants are responsible for certain pest control services, bulb replacement, and battery replacement in smoke/carbon monoxide detectors as outlined in the lease agreement. This usually applies to preventable pests that are caused by tenant behavior. We encourage tenants to report any pest issues promptly so we can address them effectively. The bulb policy is in place to ensure that tenants maintain their living spaces. If bulbs are far out of reach (higher than 8 ft.) or are specialty bulbs such as halogens or fluorescent tubes, please reach out to our office for replacement. Tenants are responsible for replacing batteries in smoke detectors; regularly checking and maintaining smoke detectors is important for safety, so we encourage you to keep an eye on them.

• Why is there scheduled maintenance at my home?

  Scheduled maintenance services may occur for a variety of reasons, including routine inspections, preventative maintenance, or necessary repairs identified by our team. These services help ensure the safety and upkeep of the property. We will notify you in advance of any scheduled maintenance. You will receive a notification detailing the date and nature of the work being done.

• Why should I crate my dog during maintenance visits?

  We ask that you crate dogs to ensure everyone’s safety during maintenance work. While keeping them in a separate room is an option, crating helps minimize stress and interruptions.

• Can I request the same maintenance technician?

  We will do our best to accommodate reasonable requests for the same technician but cannot guarantee availability. Rest assured, all our technicians are skilled and committed to excellent service.

• Can I hire you for mowing or snow removal and add it to my rent?

  We don’t offer mowing or snow removal services directly but can refer you to a trusted vendor for direct hire.

• How do I dispose of a bulk trash item?

  If you handle your own trash service, contact your provider for bulk pickup. If the landlord manages trash, we can provide instructions and notify you of any additional charges.

• My lease expiration is coming, and I want to move out. What should I do?

  Most leases require written notice before moving out. Check your lease for the required notice period and submit your notice to vacate in writing by the deadline.

• Who is responsible for paying for repairs & maintenance requests?

  The owner is financially responsible for all routine maintenance and repairs, but tenants may be responsible for damages caused by negligence or misuse. All maintenance request should be submitted promptly through the appropriate channels.