Property Management

Resident placement is a top priority for us, but several factors can influence how quickly a resident is secured. These include the date we begin marketing, pricing, seasons, environmental & economic factors, market conditions and more. Generally, we are able to place a resident within 30 days of starting the marketing process. While we cannot guarantee specific time frames, we can assure you we will do everything possible to rent your property to an excellent resident.

Overpricing is the primary reason homes fail to rent. Our leasing team will assist you in setting the appropriate rent rate and provide weekly updates with real-time performance statistics for your property 

Residents starting a new lease often need to provide a signifcant amount of money up front. They typically expect all kitchen appliances to be included with the rental, such as the stove, fridge, microwave, and dishwasher. Not providing these appliances could deter high-quality residents from choosng your property.
Regarding washers and dryers, there are pros and cons to providing them. Most residents do not expect these appliances to be included.
PROS: Residents may be more inclined to rent a property if they do not already own a washer and dryer, saving them money. Additionally, you may be able to charge slightly higher rent for providing these appliances. 
CONS: If you supply any appliance and it breaks or malfunctions, you are responsible for fixing or replacing it.

Brandy Landon is the Broker/Owner and is responsible for overseeing all aspects of the business. Leading a dedicated team, each member has a specific role focused on ensuring the success of your property. With a strong background in business management, a passion for continuously improving processes and efficiency, and experience as an investor herself, Brandy brings a unique perspective and deep understanding of the investor’s point of view.

Milestone was founded in 2018 with a focus on investment real estate. In response to numerous requests from property owners, we began offering property management services in 2020. Since then, we have continually refined our processes to achieve maximum efficiency, allowing us to keep our fees low.

By embracing innovative strategies and leveraging technology, we streamline our operations. This approach not only benefits our clients by reducing costs but also ensures that we provide high-quality property management services. Our commitment to efficiency and smart working methods enables us to effectively manage properties while maintaining competitive pricing. 

Our team ensures you’re well-informed by promptly notifying you of critical decisions. We provide regular monthly reports and communicate any maintenance emergencies. Beyond that, we encourage you to relax and enjoy your investment.

We do not allow owners and residents to communicate directly. When residents contact owners independently, they may feel they can bypass the policies and rules we’ve established. This can lead to conflicts when owners and our team enforce different guidelines. By engaging our services, you agree to designate us as the sole point of contact for residents. 

Yes. Our monthly fees are charged during vacancies to ensure the property stays maintained. Vacancy maintenance includes routine visits, lawn care, utility connections, and weather-specific treatments such as wrapping pipes and dripping faucets in extreme temperatures. It’s important that eyes are kept on the property when empty to prevent unnecessary damage or unwelcomed guests.

We have a deep understanding of the market and will guide you on current market rates, helping you weigh the pros and cons of renewing at the same rate versus increasing the rent. If needed, we can provide a Comparative Market Analysis (CMA) to give you additional insight into market trends and pricing.

We believe that by providing excellent services, a long-term contract is not necessary. That’s why all of our agreements are month-to-month. For both of our protection, if either party is unsatisfied for any reason, a 45-day  written notice may end the management agreement. We will coordinate any transfer information to either you or your new property management company.

The eviction process can be complex and frustrating. To minimize the likelihood of facing eviction, we maintain strict policies on rent collection, notice issuance, and prompt legal actions. Rent is due with a 5-day grace period, and late fees accrue after the 5th day. If rent remains unpaid by the 10th, we issue a “Notice to Pay or Quit,” followed by an official eviction notice on the 15th if necessary.

Typically, these notices prompt residents to settle their rent obligations. If eviction proceedings are initiated but the resident pays before the court date, we can dismiss the case, charging the resident the court fees. However, if eviction proceeds, court fees become the owner’s responsibility.

For residents we place, we handle eviction coordination at no additional charge. For properties where residents were already in place before our involvement, an eviction coordination fee of $500 is charged to the owner in addition to court fees.

The process begins with requiring applicants to pre-qualify before scheduling a tour, helping us focus on serious candidates and quickly filter out those who do not meet our standards.

Applicants have the convenience of self-touring, applying, and uploading their qualifying documents through our streamlined system. Each applicant undergoes a thorough background check, which includes credit, criminal, and eviction history, as well as income and prior rental verification. We also require all applicants to complete a PetScreening, regardless of whether they have a pet. For properties with no-pet policies, applicants must complete a "No Pet Profile" to confirm they will not bring pets into the home.

Once an applicant meets all our criteria, we send the property owner a detailed email summarizing the applicant’s information for review and approval.

We have a 24/7 support line residents can call if there is an emergency. 

Flooding, fires, broken pipes, or any major plumbing, HVAC or electrical issues that could cause harm to the resident. 

The owner is responsible for treating any wood-destroying insects or termites. Any other pest control is the responsibility of the resident. Some owners set up quarterly pest control at their expense.

Milestone will keep any late fees, convenience fees, or NSF fees. 

$35 initial charge. $5 per day after. Late after the 5th. 

When deciding whether to renew a resident’s lease, we consider several key factors to ensure a smooth and positive ongoing residency. We look for:

• On-time payments: Consistently paying rent on time is a critical factor in evaluating renewal eligibility.
• Property care: We assess how well the resident has maintained the property, ensuring it is kept in good condition and any issues have been reported or addressed promptly.
• Compliance with lease terms: A resident who has adhered to the lease terms, with no violations such as unauthorized pets or noise complaints, is more likely to be considered for renewal.
• Communication and responsiveness: We value residents who maintain open communication, respond to requests, and follow guidelines in a timely manner.

By focusing on these factors, we aim to renew leases with residents who contribute to the long-term stability and care of the property, helping to minimize turnover and maintain a positive living environment.

We hold the security deposits in our escrow account. Upon move-out, we will assess damages and release security deposit accordingly. 

Upon receiving a resident’s 30-day notice, we provide them with a comprehensive checklist outlining steps to ensure the property is left in good condition for the return of their security deposit. We also offer complimentary walk-throughs before their move-out to address any concerns. Our aim is to minimize your turnover costs. Additionally, we conduct a post-move-out inspection to assess the property’s condition and perform any necessary repairs. You can view all inspection reports through your owner’s portal. 

We utilize several powerful software tools to provide efficient and transparent property management services:

• Buildium: This is our primary property management software. Both residents and owners have access to 24/7 online portals through Buildium for easy communication and account management. It also serves as our compliance and accounting system, ensuring accurate financial tracking and regulatory adherence.

• Property Meld: This system manages and tracks maintenance requests. It allows seamless communication between our team, owners, residents, and vendors, ensuring that maintenance issues are resolved quickly and efficiently.

• Tenant Turner and Findigs: These tools streamline our application and screening process. They help us pre-qualify applicants, manage applications, and ensure a smooth, efficient leasing experience.

• Blanket: For evaluating overall property performance, we use Blanket, a robust software that syncs with Buildium to pull financial data. It also allows owners to input additional property details, such as mortgage, taxes, and insurance, to calculate key metrics like cap rate, cash flow, and appreciation.

Together, these tools enable us to provide exceptional service, maintain transparency, and deliver valuable insights to both owners and residents.

We often get questions about what can legally be charged to residents when they move out. It’s important to note that a security deposit can only be used to address damages caused by the resident, excluding normal wear and tear.

To clarify, we define Normal Wear and Tear as the natural deterioration or wear of a property caused by regular use over time, without negligence, abuse, or carelessness by the resident or their guests. Resident-Caused Damage, on the other hand, refer to damages caused by negligence, abuse, or carelessness—whether accidental or intentional—by the resident or their guests.

Here are some examples of Normal Wear and Tear versus Resident-Caused Damage to help illustrate the difference. During move-out inspections, we provide a detailed report specific to your property’s condition, outlining what qualifies as normal wear and tear versus what can be deducted from the resident’s security deposit.

Electrical
Normal Wear and Tear:

• Worn-out or broken electrical switches
• Aging or deteriorating wiring
• Electrical system defects unrelated to resident negligence

Resident-Caused Damage:

• Broken ceiling fan due to misuse
• Damaged outlets caused by pets

Windows & Window Coverings
Normal Wear and Tear:

• Frayed or broken blind pull strings
• Faded or heat-blistered blinds
• Sticky windows

Resident-Caused Damage:

• Broken drapery rods
• Torn, bent, or missing blinds or screens
• Broken windows

Walls
Normal Wear and Tear:

• Cracks in drywall or plaster from settling
• Faded or chipped paint
• Small pinholes from nails or thumbtacks

Resident-Caused Damage:

• Large holes from nails, shelving, or mounts
• Repainting walls with unapproved colors
• Torn wallpaper or significant wall markings

Ceilings
Normal Wear and Tear:

• Stains caused by roof leaks or plumbing issues

Resident-Caused Damage:

• Ceiling stains from an overflowing bathtub or unreported leaks

Doors
Normal Wear and Tear:

• Loose door hinges or stubborn locks
• Closet doors off their tracks

Resident-Caused Damage:

• Lost keys or broken locks
• Damage caused by forced entry
• Broken or missing doors

Floors
Normal Wear and Tear:

• Worn or faded carpets
• Scuffed wood floors
• Natural wear on linoleum

Resident-Caused Damage:

• Torn, stained, or burnt carpet
• Deep scratches or gouges in wood floors
• Tears or holes in linoleum

Kitchen
Normal Wear and Tear:

• Worn countertops
• Grout deterioration
• Natural appliance wear

Resident-Caused Damage:

• Burns, stains, or cuts on countertops
• Cabinet doors damaged by misuse
• Severe appliance damage

Plumbing
Normal Wear and Tear:

• Running or wobbly toilets
• Loose faucet handles

Resident-Caused Damage:

• Broken toilet seats or faucets
• Clogged drains from misuse

Miscellaneous
Resident-Caused Damage:

• Unauthorized alterations to the property
• Flea infestations or smoke damage from pets or candles
• Excessive mold or mildew caused by neglect

These examples provide a general guide to what is considered normal versus chargeable damage. Every property is unique, and our thorough move-out inspections ensure a fair and detailed breakdown of any resident responsibility.

In short, no. As a professional property management company, we are committed to adhering to all relevant privacy laws and maintaining the highest standards of compliance. Sharing full applicant details, including sensitive personal and financial information, would put us at risk of violating privacy regulations such as the Fair Credit Reporting Act (FCRA). Additionally, adhering to Fair Housing laws is a key part of what we do to protect you and your property. By ensuring that decisions are based strictly on objective criteria, such as creditworthiness, income, and rental history, we minimize any risk of claims of discrimination, even inadvertently.

To ensure we are compliant and protect your interests, we have adopted a streamlined approach: providing a summary of the applicant’s qualifications that ensures they meet pre-approved criteria. This includes information such as income, creditworthiness, rental history, and background checks, without revealing sensitive personal details.

This process is designed to safeguard applicant information while ensuring you remain informed about the suitability of tenants for your property. 

We do not manage furnished properties, and this policy is in place to protect both owners and residents. Managing personal furnishings can be tricky because their value varies and it’s difficult to track their condition over time. This can lead to challenges during inspections and complicate the security deposit process. By keeping the property unfurnished and clear of personal property, we ensure that everything is clearly accounted for, making the management process smoother and more straightforward for everyone.