TENANT Frequently Asked Questions

 Residents are responsible for changing HVAC air filters on a regular basis, replacing smoke detector batteries as needed, replacing burned-out light bulbs, replacing sink faucet aerator washers as needed, keeping landlord-provided appliances clean, and the yard maintained and watered, unless otherwise specified in the Lease. If you are not sure of your responsibilities as a resident, please refer to your Tenant Handbook which contains a copy of your Lease and addenda, and other important documents, or call our office. 

 You should notify our office IMMEDIATELY by calling 407-933-5478. Failure to communicate with our office can and will typically cause you to receive a Lease Violation Notice which is the first step in the eviction process. 

 Tenants are responsible for pest control treatments unless it is for wood-damaging insects. You may consult with your property manager about specific details should you have an unusual pest control problem. 

Emergencies are uncontrolled running water, electrical short circuit, the smell or presence of gas, fire or smoke, and carbon monoxide. Anything you believe to be dangerous to your health that can’t wait until the next business day.

For fire, medical or natural disasters always call 911 before you contact our office.

Should you have a property-threatening emergency after hours, call our emergency maintenance number 407-933-5478 to speak with a live person. This number is for maintenance emergencies - not regular maintenance calls.

 BEFORE YOU BEGIN any painting or modifications to the property – inside or out – you must submit a detailed request in writing. Failure to submit a request is a Lease violation and could result in deductions from your security deposit. 

• No, you should not make your own repairs and you should never withhold any amount from your rent, ever. Some minor repairs/troubleshooting should be done by the tenant, such as flipping a breaker or unclogging a toilet. But for the most part, tenants should not take the risk or liability in attempting their own repairs. For a list of repairs and troubleshooting that are approved, please visit our Maintenance FAQs. Since most repairs do require a professional who is licensed, bonded and insured, we ask that you submit a Work Order through your Tenant Portal.

1. If the DIY videos do not help – or there is no video that pertains to your situation, submit a Work Order explaining the issue, and attach a photo if that helps. The office may call you to see if we can help troubleshoot before assigning a vendor.
   Important: Per your Lease, you MUST allow Innovation Property Management an opportunity to handle repairs rather than calling your own repairman or repairing a maintenance problem yourself (other than the common household repairs listed).

 Pets are permitted in homes in which the homeowner has given written permission (with the exception of medically necessary pet). If approved, there is a $300 per pet non-refundable fee (maximum of 2 pets) plus $25 per pet, per month rent. 

 Rent can be paid a number of different ways. 1) online via checking account (free), 2) credit card (fees apply from credit card company), 3) regular check or money order, mailed. If the rent is not postmarked by the 5th, it is considered late. 4) In person with a check or money order. 

 Rent is due on the first of the month and is considered late after the fifth. 

 If you schedule with the contractor after normal business hours, you will need to pay any after hours premium charges. Our contractors work normal business hours and are only available after hours for true emergencies (and for additional compensation). They have families just like you and don’t want to be working evenings, weekends and holidays. 

 You will be responsible for a $65 service call fee. 

 Below are the categories of maintenance established in order to manage expectations and provide tenants with a time frame for services to be rendered.

Category 1: Emergency Maintenance
Emergency defined: Anything relating to the property under the lease that is threatening to life, health, or the property. Fire (please call 911), flood, sewage back-ups, gas odors (please call gas company), broken water pipes, tree falling on house. Target: 5 to 8 hours

Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.

The Following are NOT Emergencies
Refrigerator out, locking yourself out of the house, power or gas off, a/c out and the property has two (2) a/c units, oven not working, water heater out. These issues may be inconvenient, uncomfortable, and aggravating, but they are not emergencies.

Category 2: Urgent Maintenance
Broken windows, plumbing repairs (Not clogged toilets. See notes below), loose railings, wobbly decks, electrical problems. Target: 2-4 business day service

Note: during peak seasonal months, target response times for heat and air may be subject to delays due to contractor overload.

Category 3: Normal Maintenance
Appliance repair, garage repairs, leaky faucets. Target: 4-8 business day service

Category 4: Non-Essential Maintenance
Fence repair, gutter cleaning. Target: 30 day service

Category 5: Not a Habitability Issue
Screens; broken lattice; power washing; broken window shade; broken tree limb; missing door stopper; missing door knob; all light bulbs including stove, chandelier, and refrigerator; and fireplace gas keys. Target: Point these items out during the next property visit or bring up at lease renewal time. These items may not be approved for repair by the owner.