RESIDENT FREQUENTLY ASKED QUESTIONS
Whether you’re settling into your new home or have been with us for a while, you might have some questions. We’ve compiled answers to the most frequently asked questions from our residents below. If you can’t find what you’re looking for, feel free to reach out to us!
Leasing Questions
How do I sign up for the resident portal?
Please contact us at (609) 415–2008 to verify your best contact phone number and email to send you the online portal activation link.
How do I renew my lease?
3-4 months before your lease is set to expire, a BANDI team member will send you a Renewal Notice reminding about the pre-requisites for a lease renewal to help you prepare for your renewal in advance. For inquiries, you may call (609) 415-2008, option 1, or email [email protected].
I want to add/remove someone on my lease. What do I do?
Any lease modification is subject to review and approval and must be requested through our leasing team by calling (609) 415-2008, option 1, or emailing [email protected].
I want to get a pet. What do I do?
No animals or pets of any kind (including but not limited to dogs, cats, birds, fish, reptiles, and monkeys) are allowed in the unit unless you have obtained written consent from the landlord. For approval, you may call (609) 415-2008, option 1, or email [email protected].
What is TheGuarantors?
TheGuarantors is a third-party company that acts as your lease guarantor through the insurance policy you obtained with them, which can include Rent Coverage, Deposit Coverage, or both. If you are a renter who does not meet the landlord’s requirements to qualify for a lease, Rent Coverage gives you an opportunity to rent the home of your dreams. Whether you’re self-employed, a recent graduate, actively seeking work, an international resident, someone with credit challenges, or don’t meet a landlord’s income eligibility requirement, you may qualify with the help of TheGuarantors.
To know more, please go to FAQ for Renters | TheGuarantors
What is the difference between Rent Coverage and Renters Insurance?
Rent Coverage functions as a traditional insurance policy, but the landlord is the beneficiary. The renter buys the policy to qualify to rent an apartment they may not otherwise qualify for, and the policy insures the landlord for the term of the renter’s lease. Separately, Renters Insurance, which helps protect personal property from unexpected circumstances such as theft and will pay for lost or damaged possessions. It can also help protect a renter from liability if someone is injured on their property.
I have been served a Notice to Cease. What should I do?
A Notice to Cease is our gentle reminder that you need to abide by the terms of your lease. Please read the notice carefully to understand what actions or behaviors need to be stopped and the reasons behind it. Take the necessary steps to correct the issue, which might involve stopping a certain activity, paying overdue rent, or addressing any other specified concerns. If you think there has been a misunderstanding or need clarification, feel free to reach out to us. Open communication can often resolve issues without further escalation.
My neighbors have been bothersome lately. What do I do?
We strive to ensure every tenant enjoys a peaceful and quiet living environment. If your neighbor has been bothersome, sometimes a friendly conversation can resolve the issue, as they may not be aware that their behavior is disturbing you. If the problem persists or you feel uncomfortable addressing it directly, please reach out to us. We are here to help mediate and find a solution that works for everyone.
Payments Questions
When is rent due and how do I pay it?
Per your lease agreement with BANDI, your rent is due on the 1st of every month.
You can pay your rent through the online portal, set up automatic payments, pay at the office with money orders or cashier’s checks, or use PayNearMe to pay in cash at participating stores like CVS, 7-Eleven, or Walmart.
What happens if my payment is late?
Rent is due on the 1st of each month with a 5-day grace period. If not paid by 5:00 p.m. on the 5th, a late fee applies. You may refer to your lease for exact details. For questions, you may call (609) 415-2008 opt. 3 or email [email protected].
Is the deposit refundable?
Yes, the security deposit will be refunded after a resident moves out and the house is inspected for any resident-related damage. If there has been damage to the home that is not normal wear and tear, the repair amount will be deducted from the initial security deposit paid. We follow the Landlord-Tenant resident Law in regard to the time it takes to refund any security deposit. For questions, you may call (609) 415-2008 opt. 3 or email [email protected].
Maintenance Questions
How do I submit a maintenance request?
Before submitting a maintenance request, please try to troubleshoot the issue first. If the problem persists, you can submit a maintenance request by either: (1) logging in to your Tenant Portal and clicking Request Maintenance or (2) calling our 24/7 monitored maintenance line at (609) 385-0314. Please be specific and attach photos or videos to help us understand and address the issue promptly.
Who should I contact in case of emergency problems?
For fire and medical emergencies, please contact 911.
For emergencies such as no heat, no hot water, active uncontainable leaks, or main sewage backups, please contact our 24/7 emergency maintenance line at (609) 385-0314. These issues are a priority and will be addressed immediately.
How often are property inspections done?
The frequency of property inspections may vary by state or local laws. Additional inspections may be required by local municipalities, as permitted by state law, or as arranged with residents. All residents will be notified ahead of time per the local and state requirements.
We also require annual inspections to ensure that properties are being maintained in good condition pursuant to the terms of the lease.
Who is responsible for paying for repairs and maintenance requests?
Owners are responsible for all usual maintenance such as roof, plumbing, electrical, and any structural work that needs repair as long as it was not the result of resident misuse. Tenants will be responsible for work that was caused by misuse, such as holes put in sheetrock, toilets clogged by toys, feminine products, etc. Tenants are also responsible for annual maintenance of HVAC. Please be advised if an appointment is scheduled and the resident misses the appointment, a service fee will be charged to the resident.
Can I pay out of pocket for a maintenance issue that is not being repaired?
You will not be reimbursed if you choose to pay out of pocket. We recommend you reach out to the maintenance line at (609) 382-5249 for an update or ETA to your work order. Please know you may not withhold rent as per your lease agreements. We also use certified vendors and trained technicians to complete the repairs to guarantee the work. If you are using your vendor or pay out of pocket work is not guaranteed and any further repairs that may arise from it will be the resident’s responsibility. Any and all maintenance issues must be approved by Landlord.
What is considered to be an emergency maintenance issue?
Emergency maintenance issues include situations that could immediately endanger you or the property, or result in your relocation if not addressed quickly. Examples of maintenance emergencies include, but are not limited to:
- No heat or hot water
- Active and uncontainable leaks. e.g. roof, basement seapage, etc
- Main sewer line backups or blockages
- Any issue that threatens the safety or habitability of the property.
Will maintenance staff enter my apartment if I’m not home?
During state and local inspections, it is required to provide access to inspectors. If you are unable to be present, we will arrange for a technician to grant access on your behalf. Rest assured, you will receive proper notice before the scheduled inspection.
In the event of an emergency repair, we may need to access your unit without prior notice. Please know that any work performed during your absence will be carefully monitored to ensure quality and safety.
For non-emergency maintenance requests, we will only enter your apartment if you have given us explicit authorization. If you prefer to be present during the maintenance visit, simply let us know, and we will accommodate your request.
Do I need to be home for non-emergency maintenance?
You are not required to be home for non-emergency maintenance, but your presence can be helpful. It allows you to provide access and share details about the issue, ensuring efficient repairs.
If you’re unavailable, maintenance can proceed with your prior approval. Once authorized, our team will use a key to enter your unit and complete the work professionally and respectfully.
What should I do if my appliance breaks down?
As outlined in your lease agreement, tenants are generally responsible for the routine maintenance and upkeep of appliances. However, if you experience any issues within the first year of your stay which is not caused by misuse, please report the issue promptly and we can send a technician to assess and fix it as needed.
Can I make repairs or alterations to my unit?
Tenants are not permitted to make repairs or alterations (such as painting, installing fixtures, or changing locks) without prior written approval from the management office. Unauthorized alterations may result in a penalty or charge for restoration.
How can I prepare for a scheduled maintenance visit?
Please ensure that the area to be repaired is accessible and that any valuables or personal items are cleared away. If the issue is in a shared or common area, please ensure that access is not obstructed.
What happens if I cancel a maintenance appointment?
If you need to cancel a scheduled maintenance appointment, please notify us the day before the scheduled appointment. Late notice will result in a service fee of $100.