Owner FAQ's

Ashford is time-tested, trusted, and Proactive

Owner FAQ's

  • 1. Why should I use a professional to manage my AZ rental ?

    An effective property manager maximizes income, minimizes expenses, and limits liability. 


    Here are some of the benefits of hiring a professional property management company:


    • Management fees qualify as a tax deduction
    • Local leasing and rental expertise
    • Professional tenant screening
    • Point of contact for tenant concerns including maintenance issues
    • Enhanced marketing and advertising resources
    • Professionally prepared lease and other paperwork
    • Online rental payment
    • Rent collection enforcement
    • Reduces tenant turnover
    • Understanding of applicable legal notices and situations
    • Understanding of the Arizona Landlord & Tenant Act 
    • AZ Department of Revenue sales tax  compliance
    • Maricopa county assessor compliance
    • Reduced costs for maintenance & repair with preferred scheduling & pricing
    • Available 24/7/365 for emergencies, providing you peace of mind

    Employing a property manager essentially gives you the freedom to pursue your passions without the hassles and inconveniences of day-to-day property operations.   Our commitment to your investment is unmatched. 

  • 2. What is the management fee? Is this charged regardless of vacancy?

    Our monthly management fee is a flat-fee regardless of the rent charged.  


    There are no management fees charged while the property is vacant.  


    Contact us for details

  • 3. What is the New Lease-up Fee/Leasing Commission?

    We offer flat-fee leasing services. 


    The upgraded listing fee includes adding your listing to MLS; the upgraded listing fee includes a co-broke.  

  • 4. What year was Ashford Management established?

    Our company, Ashford Management Services, was established in 1997.  Experience Matters. 


    Ashford is A+ rated with the BBB and is one of the Top Ten property management companies in Metro-Phoenix.  We have an overall 4.8 internet rating.  


    Ashford focuses 100% of its time on the expert management of your investment. 


    No sales.

  • 5. Could you provide references upon request?

    We are happy to provide references upon request. 



  • 6. What is the lease renewal fee?

    When a tenant decides to renew the lease vs. moving out, Ashford will write the renewal lease. 


    We charge a  renewal fee to negotiate, prepare, and submit the renewal paperwork. 

  • 7. What are the advertising costs? Where and how do you advertise/market my property?

    We provide you with a monthly report of rent and other income received, and maintenance, repairs, and other expenses incurred.   


    All property paperwork including the tenant move in paperwork paid invoices, correspondence, and property photos are uploaded to your owner portal for access to your property's performance. 


    Property financial activity is uploaded throughout the month and final statements are uploaded at month end. We are always available to answer any questions regarding any of these materials.


    We realize how difficult it is for owners residing outside of Arizona to manage a property. We do everything in our power to make it effortless.


    Advertising costs are included in the lease-up fee and Zillowgroup addendum.  The exception: an owner wants to manage the marketing campaign and choose the specific advertising media for their property (e.g. newspaper or additional signage).  



    Your property’s listing is uploaded to various internet sites such as Zillow, Trulia, HotPads, Postlets, Rentbits, Yext, Google and more. Your property’s listing will be featured on Ashford’s webpage which syndicates out to over 80 top rental sites.   



    MLS is available for an extra fee because we offer a co-broke to attract other MLS Realtors to show your listing.  We have had great success with the market saturation and extensive internet listings that we create. We recommend starting with the flat lease-up fee and upgrading if needed.  We accompany every showing to ensure your property is being marketed at the highest levels. 



    A sign (optional) and lockbox are placed on the property.  We provide showings by appointment, application processing, lease/other move-in paperwork preparation and the new tenant walkthrough- there are no extra fees for any of these services.  We also log every prospective tenant’s call coming into our office.  By doing so, we may find a prospect for your property that may have contacted us months ago for another property.  In short, marketing is a multimodal approach, everything mentioned above coming together to produce just the right person for your property.  We don't rely on any one activity.  We feel that everything mentioned can and does contribute to the successful lease-up of a property.  

    IMPORTANT:  We do not charge our tenants any extra or ancillary fees. 



    Why is this important? 



    Prospective tenants looking for a rental will gravitate towards Ashford listings as they are not inflated with unnecessary fees that drive up their monthly costs.  



    It’s important to note that listings including tenant fees are inflated to the benefit of the management company not the owner. 





  • 8. Do you charge administrative start-up fees?

    There are no "new account" or administrative fees. 


    We do require that you submit $200 for your reserve account (used for any potential repairs to the property and replenished to $200 from the monthly rent collected if any repairs are necessary). Of course, the reserve is fully refundable and returned should you decide to leave management.   

  • 9. Do you charge an accounting fee or banking fees or other fee?

    No. Our fees are straightforward. No surprises.  


    Sales tax preparation is included in the management fee. According to Arizona Department of Revenue ,  any "business" has to have a sales tax license, rental property included.


    Here are a couple of links for more information regarding the AZDOR sales tax program. 


    https://www.azdor.gov/Business/TransactionPrivilegeTax.aspx#overview 


    or 


    https://www.azdor.gov/Forms/TransactionPrivilegeTax.aspx


    Here is an article the County Assesor linked to regarding this matter.


    https://arizonareport.com/rental-property-register-maricopa-county/

  • 10. What are you business hours?

    8:30am to 5:00pm.  We schedule showing appointments including weekend showing if needed. 


    We offer 24/7 emergency maintenance.


    Check out our LiveChat to chat with a property management specialist now.

  • 11. Can I choose to disallow pets, smokers, large families, etc.?

    Ashford complies fully with the Fair Housing Act. This means that you cannot choose to disallow anyone that is a member of a protected class under the act, which includes children.  You can choose to disallow pets in your home, but you cannot deny a service animal. 


    We believe that restricting pets can reduce the tenant pool, as many people have at least one pet of some kind. We feel it is better to list pet acceptance "on lessor approval" and address it on a case by case basis. 


    You may wish to only allow small dogs or cats only. If you choose to allow pets, we do ask for pet references and make every attempt to verify any previous pet damage or aggressive behavior with previous landlords. 


    All our leases have a no smoking clause, which states the tenant is charged for repair and cleanup including ozone machines if smoking inside the home has occurred. If you have additional questions on the specifics of the Fair Housing Act, please visit :


    https://www.hud.gov/program_offices/fair_housing_equal_opp 

  • 12. Do you provide me with a report of activity on my property?

    We provide you with a monthly report of rent and other income received, and maintenance, repairs, and other expenses incurred.   


    All property paperwork including the tenant move in paperwork paid invoices, correspondence, and property photos are uploaded to your owner portal for access to your property's performance.   


    Property financial activity is uploaded throughout the month and final statements are uploaded at month end. 


    We are always available to answer any questions regarding any of these materials.

  • 13. How are maintenance issues handled? Who is responsible for repair charges?

    Repair charges are always the responsibility of the owner and thus are billed to the owner. 


    We are authorized by our management agreement to make repairs up to the limit of $200. Repairs exceeding this amount require owner authorization, except in a rare case (ex. summer A/C breakdown) where we cannot establish contact with an owner and not proceeding with a repair would threaten the health, safety, and welfare of residents.  


    Please note:  Ashford can coordinate bids, meet with vendors and supervise the extraordinary large maintenance projects and capital improvements as well.  This is an additional service, and a "cost per project" advisory fee would apply.  

  • 14. When a tenant is late with their rent are any of the late fees shared with the owner?

    No, these fees are retained by our company and are used to defray the costs of preparing, contacting and serving legal documents to the tenant when their rent in not paid on time.

  • 15. What is the penalty if I cancel management?

    There is no penalty to cancel the agreement.  


    We ask for 30-day notice. 

  • 16. Is there a yearly renewal fee for property management services?

    No.

  • 17. What other fees can I expect? I’ve been told management company's are charging tenant fees , banking fees, maintenance work, lock boxes, signs, and even showing fees!

    We are seeing a trend within our industry whereby property managers are discounting typical management and/or leasing fees, while imposing other fees to maintain cashflow.


    At Ashford, there are NO hidden or gratuitous fees. 


    Our fee structure is simple and competitive. 



  • 18. Do you screen the tenants in-house or do you outsource your applications?

    We do not send outsource applications to Screening Companies since we get better and more reliable information when we talk directly to landlords and employers etc..  Since the present landlord may sometimes give a great reference to a bad tenant in an effort to have that tenant leave their property, we check previous landlords who have not likely seen the tenant in several years and who will present a truer picture of their experience with the prospective tenant.  An Arizona criminal check for felony convictions is done on each applicant.   We also do a detailed credit profile to determine the tenant’s credit priorities (who they pay, and who they don’t pay).  Additionally, we also check income to rent ratios, and also past and present employment history to ascertain whether the prospective tenant’s employment is in an ascending or descending trend.  There are NO hidden fees or charges applied to our tenants. 

  • 19. Do you use the Arizona Board of Realtors lease?

    Yes.  This document has withstood the test of time and is a document that the Judges are familiar with.  It offers balanced protections for both the landlord and tenant.

  • 20. What if the tenant is late with their rent? Do I receive the payment whenever the tenant produces it?

    If the tenant is late, they are sent a 5-day notice demanding payment.  Rent is due on the first of the month... there is a five day grace period extended to the tenant.  You receive your disbursement after we process the payment.  Rent is due on the first, late on the fifth, and delinquent notices are prepared and delivered to the tenant on or around the 6th of the month.  We are very strict regarding the timely payment of the rent.  We offer free online rental payment to our tenants and encourage them to get the rent in.  

  • 21. Is the tenant fully responsible for landscaping maintenance? Weeds? My home also has a pool. Normally, does the owner or tenant take responsibility for pool maintenance?

    The tenant is responsible for maintaining the landscaping but not for rehabilitating the landscaping... keeping the property weed free and irrigated etc is the tenant’s responsibility. However, if a 60-foot palm tree was diseased and needed to be removed, this would not be considered normal maintenance and would be the responsibility of the owner. Typically tenants are responsible for any vegetation under 6 feet tall. Regarding the pool, it is advisable to have the pool professionally maintained to insure that proper water chemistry is maintained at all times. Improper water chemistry can do enormous damage to the surface finish of your pool.  Few tenants are skilled in "water chemistry."  It is actually cheaper to call in the professionals than to repair or re-plaster a damaged pool that has not been properly maintained.

  • 22. What if tenant damages the home? Will the tenant be fully responsible for repair charges? What would happen if tenant refuses to take responsibility for damages? I do not want to pay for repairs that were caused by tenant.

    Charges for damages are immediately billed to the tenant.  If the charges remain unpaid, the delinquent amount is considered “unpaid".  The tenant will be delivered a 5-day demand notice to pay the charges in full.  If the outstanding balance is not paid, eviction proceedings can commence and collections thereafter. 

  • 23. What if the tenant decides to break their lease. Am I responsible for paying you any fees?

    Ashford offers a tenant guarantee (variations may apply call for info). We are confident that our detail oriented approach and our extensive screening process provides our clients the best chance to obtain your property's optimal tenant. Our goal is resident retention, as investors ourselves, we realize that resident turnover is a property’s biggest money loser. Vacancy equals no money for you ,the investor, and no money for Ashford as we don’t get paid until your home is occupied , with some of the most affordable lease-up fees in the Valley of the Sun we are confident in our placements.   

  • 24. I read something about a requirement to provide Liability Insurance? What exactly is that and how do I obtain it?

    You would need to advise your insurance company that the property is being used as a "rental."  You need to protect yourself from liability in the event there is an accident on your property.  Since you are only insuring a rental property's structure and not the personal interior contents owned by the tenant, you will often times find that the insurance policy is less expensive than the typical homeowner’s policy that covers interior contents.  Please note we require all tenants to carry renters insurance for thier entire tenure.

  • 25. Do you retain from the tenant any Cleaning deposits or Pet deposits? I would allow pets only with my permission (only certain types of pets).

    Cleaning and pet deposits are always charged to the tenant and are in addition to the security deposit.  We do not, as a rule, accept aggressive breeds.  It is your choice as to whether or not you will allow a pet on the premises. However, restricting pets will reduce the tenant pool, as many people have at least one pet of some kind. We feel it is better to list pet acceptance "on lessor approval" and address it on a case by case basis. You may wish to only allow small dogs or cats only. If you choose to allow pets, we do ask for pet references and make every attempt to verify any previous pet damage or aggressive behavior with previous landlords.  Please note: based on ADA laws you cannot deny a bonafide service or emotional pet. 

  • 26. I understand that I will be responsible for the normal monthly HOA fee. If the tenant is not following HOA rules and is fined by the HOA, am I responsible for paying the fine?

    A clause in the lease clearly makes the tenant responsible for all HOA violation fees.  Failure to pay the fine and or refusal to correct the violation can trigger a “Notice of Non-Compliance” which can lead to eviction.  Tenants are made aware that should they choose to remain in violation of any HOA rules and regulations they may incur an "eviction" and a negative notation on their credit report/history. 

  • 27. Upon leasing, is there a walk-through inspection?

    Condition of the property is noted and photographed prior to the listing.


    Tenants are responsible for completing a walk-through inspection form where they list any damages or defects they notice with the property.   


    The walk-through form must be returned within 10 days of the tenant moving into the property.  If the sheet is not returned within 10 days, tenants are held liable for defects not previously noted. 

  • 28. What if I decide I want to evict a tenant due to negligence care of the property, damage to the property or any other extreme case? Am I at that point responsible for paying you any fees?

    Legal costs are always the responsibility of the owner but also become the liability of the tenant.  If the tenant refuses to pay the legal fees, a judgment can be pursued, which will also appear on their credit report.  An advantage of third party property management is the fact that we have attorneys who are Real Estate specialists that can assist with these processes. All tenants owning money after move out are logged and sent to on outside collection agency. 

  • 29. If I remember correctly, you said that the lease-up fee would be waived if I bring my own tenant. Is that correct?

    You pay the monthly management fee and are not charged a lease up fee.  


    For new leases, a paperwork preparation fee may apply, call for details.

  • 30. What is the emergency reserve fund amount?

    $200.00, which is completely refundable if you ever leave management.  This amount is used for repairs that may need to be made to the property. 


    Repairs are made by proven, reliable vendors.  We do not have "in-house" maintenance. 


    Many property management firms make a lot of money by billing for repairs made by their in-house maintenance department.  


    Ashford does not mark-up repair charges.  Your monthly statement will describe the repair and charges for the service performed and the corresponding invoice will be attached.

  • 31. What do you need from me to get started managing my property?

    To begin management, we will need the following:

    • Signed management agreement
    • Completed owner/property packet
    • Keys to property or contact to obtain keys
    • $200.00 reserve funds
    • Sales tax license #
    • If occupied, current lease agreement and tenant contact information

    Paperwork can be sent via DocuSign, Email or Fax.  

  • 32. Who pays for utilities at the property when vacant? Do they need to be on?

    Water and electric must be turned on while vacant to allow for repairs and cleaning to be done if needed. Additionally, if your home has a sprinkler system or pool, the utilities will need to be on to allow these to operate. 


    Unless necessary, we do not recommend that natural gas be on due to the potential hazard it may present.


    While the home is vacant it is the owner responsibility to have utilities activated. 



  • 33. Where are the best places to purchase a rental property? What are tenants looking for?

    There are many factors that determine how quickly a property will rent, including location, price and the condition of the property. 


    Ashford Management Services will aggressively market your property utilizing a multi-tiered marketing strategy including internet/MLS advertising, on site signage (if wanted), and if applicable, , create flyers and email blasts to local agents, notify local employers, colleges, and housing assistance authorities of the vacancy. We provide frequent feedback on activity on your property including weekly email marketing reports showing a breakdown of activity through our website as well as constant monitoring of market trends. 


    Tenants are looking for homes or townhomes that are clean, in good condition, close to jobs, schools, and transportation. We find that providing appliances such as refrigerator and washer/dryer in addition to the standard appliances will help your property rent faster. Additionally, amenities such as ceiling fans, blinds or window treatments, some type of landscaping with sprinkler system will assist in quicker lease up.


  • 34. How long will it take to rent my property?

    The important distinction between Ashford Management Services and many of its competitors is  Ashford does not charge ANY ancillary fees to the tenant. 


    The tenant pays an application fee to apply and that’s it.  


    Many of our competitors have chosen to insert administrative and other costs/fees into the lease requiring tenants to pay over and above the rental rate and basic sales tax.  Tenants are savvy and are more and more unwilling to pay these cost/fees. Tenants are looking specifically to lease properties that do not include these gauging tactics. Ashford doesn't engage in these practices, this helps to ensure our listings get the most exposure and the most qualified tenant.  Currently, our average days on market are 23.


  • 35. Can I go into my rental property when there is a tenant living there?

    As an owner, you can drive by the property as often as you like. There are certain guidelines outlined in the Arizona Landlord Tenant Act which allow tenants the right to "quiet enjoyment.   If you wish to enter the property, a 48-hour notice of landlord access must be provided to the tenant and can not be overused.  

  • 36. How can I send funds to Ashford for my property?

    Utilize our pay online option via your owner portal.

  • 37. Do you offer multiple property, Military or Public safety discounts?

    We offer multiple property discounts as well as discounts for our Military and Public Safety Services personnel.


    Thank you for your service!!!


    Use our Chat feature, Email or Call Us for details: info@ashfordmgmt.com. 877-517-HOME (4663)

  • 38. Is there any refund if the tenant is evicted?

    If we have to evict a tenant, all files are forwarded to a collections company. Any monies recovered are forwarded to the owner of the property less legal & collection costs.

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