What happens once an Rentor Team Member receives keys / possession of a unit?

FAQ > Maintenance 

Keys - Vendors | Team | Tenants | Owners

Immediate Actions

When Rentor receives keys or a Tenant has notified us that they have given up possession and left the keys in the unit, the Team Member that "took" possession always takes the following immediate actions: 

#1. Updates our Checklists and Trackers. 

#2. Updates the Tenant record in our Property Management Software. 

#3. Confirms the Move Out Inspection (MOI) is correctly scheduled and notifies the Inspector it is ready for Inspection.

#4. Check the Utilities.RPM101.com to confirm that Utilities are transferred or are scheduled to be transferred for the right date. (Reschedule as needed, if early move out.)

IMPORTANT: The "21 day security deposit clock" starts when we take possession back from tenant. NOTE: Unless the Tenant is moving out late, which means they are responsible for rent up to the date they gave legal possession, the tenant is responsible for rent until #1. their notice to vacate expires, #2 their lease expires, #3 a new tenant takes possession of the unit. 

See below for more details.

If Tenant Moves Out on Scheduled Date (Normal):

1. Checklist & Tracker - They update our Move Out Checklist and Property Board Turnover Tracker with the Actual Move Out Date.  It is important that we track four independent dates related to the Tenant's move out:  #1 - We record the date the notice to vacate was received.  #2 - The Anticipated Move Out Date. #3 - The Actual Move Out Date.  #4 - The Notice or Lease end date which is important to make sure that the proper prorated rent is charged.

2. Tenant Records - They update the Tenant record in our Property Management software with the Move Out Date and a note to ensure that the Security Deposit is sent out on time.

3. Move Out Inspection (MOI) - They confirm the Move Out Inspection (MOI) is correctly scheduled and notifies the Inspector it is ready for Inspection.

If Tenant Moves Out Early (Exception):

1. Same as #1 above - Update Checklist and Property Board.

2. Same as #2 above - Update PM software with the new "Actual Move Out Date" and make a note that the Tenant vacated early.

3. They use our Work Order system to email the Inspector to notify them of the early move out and to accelerate the inspection. 

4. They send an "All Team" chat message to notify everyone that keys are in or we have received possession early.

If Tenant Moves Out Late (Holdover):

1. Same as #1 above - Update Checklist and Property Board.  (See Board.RPM101.com Keys Overdue report at E1)

2. Same as #2 above - Update PM software with the new "Actual Move Out Date" and make a note that the Tenant vacated late.

3. They use our Work Order system to email the Inspector to notify them of the late move out and to schedule the inspection. 

4. They send an "All Team" chat message to notify everyone that keys are in or we have received late possession.

If New Management or Leasing Only Property (New Owner Sign Up): 

1. If vacant, they update the Property Board Turnover Tracker with the Actual Move Out Date and note that keys are received.

2. They update our New Management Setup Checklist or Leasing Only Checklist and the applicable Tracker.

3. They make a note on the Property in Appfolio that they have received the keys.

4. Check Appfolio Property Activities and take action if applicable.

5. If an inspection work order exists, notify the inspector.

6. They send an "All Team" chat message to notify everyone that keys are in or we have received possession for a new Management or Leasing Only property.

If unknown keys: 

1. They send an "All Team" chat message to notify everyone that keys are in for an unknown property.

2. Securely store keys with a note identifying when and how they came into Rentor's possession.

Search Terms

Keys, Key, Possession, Move Out

Instructions to Residents

1. How does the move-out process work?

2. How do I turn in my keys on the day of my move out?

Key Turn In: 

In order for you to be officially moved out, you'll need to vacate the unit and ensure all doors are locked. Note that if we do not receive keys, the cost of rekeying will come out of your security deposit. You can return the keys to our office during walk in hours or, if you are not able to drop off in person, you can notify us via email that you have surrendered possession of the home and left the keys on the kitchen counter with the doors locked. 

You may send an email to our office indicating you have surrendered the home and vacated. 

1. Outgoing tenants are required to place all keys and remotes turned over to them at the beginning of the lease on top of the kitchen counters.

2. Outgoing tenants agree to take a picture of the items left behind and email that picture to Support@Rentor.com. Include the address in the subject line.

3. Tenant agrees that by sending a picture of the keys and remotes left in the home to Support@Rentor.com that this will indicate they are surrendering the home and vacated.

If you do not have email, you may call/text leaving us a message that you have released possession of the unit and left the keys on the kitchen counter with the doors locked.