Owner FAQs
Property Management Fees & Services
-
Our management fees and service charges are outlined in your Property Management Agreement (PMA), including Sections 2A, 2B, and 2C.
-
GMM can manage bill payments on your behalf, including property-related utilities, registrations, fees, and taxes. Because this service requires additional administrative processing, applicable bill pay fees apply. Owners may also choose to manage these payments directly.
-
Our goal is to lease your property quickly and place a qualified tenant. Even while a property is vacant, GMM continues to manage and maintain it, including accounting, city compliance, software, and other operational services. The vacant unit fee helps cover these ongoing management costs.
-
Our PMA uses standardized terms and pricing to ensure consistency across all of our managed properties. While we strive to provide a personalized experience for every owner, maintaining standardized agreements allows us to provide efficient, consistent service at scale.
-
We use standardized pricing to ensure consistency and fairness for all of our owners. Whether you own one property or a large portfolio, our management rates and fees remain consistent.
-
We use AppFolio Property Manager, an industry-leading platform that allows owners and tenants to easily access important information, payments, maintenance requests, and more.
-
We can generally begin management as soon as your Property Management Agreement is signed and onboarding is complete.
For vacant properties, we’ll collect keys or a lockbox code, assess the property, and determine the next steps. If the property is rent-ready, we’ll photograph and market it for lease. If work is needed, our project manager will evaluate the property and provide a quote for any necessary improvements.
For occupied properties, we’ll collect the existing lease, tenant contact information, security deposit details, and keys. Once management begins, we’ll provide your tenants with a welcome packet explaining how to pay rent, submit maintenance requests, and contact our team.
-
No. Our dedicated Utilities Coordinator handles utility transfers on your behalf, making the transition to GMM as seamless as possible.
Maintenance & Property Care
-
Yes. GMM has a full-time, in-house maintenance team led by a dedicated Maintenance Manager. Our technicians are trained to handle the majority of routine maintenance requests, helping us respond quickly and efficiently while keeping costs competitive for owners.
-
Tenants can submit maintenance requests 24/7 through their online tenant portal or by calling our maintenance hotline and speaking with a live representative. During business hours, they can also contact our office directly.
Our in-house maintenance team receives and coordinates requests, and owners are kept informed about maintenance activity at their properties.
-
For repairs expected to exceed $300, owner approval is required before work begins unless the issue is considered an emergency.
Emergency repairs may be completed without prior approval when necessary to protect the property, maintain essential services, prevent danger to people or property, or comply with applicable laws and regulations.
-
We perform at least two interior inspections per year as part of our preventative maintenance program. During these visits, our team handles routine items such as furnace filter changes, smoke and carbon monoxide detector batteries, and gutter maintenance while also completing a thorough property inspection.
Owners receive photos and inspection reports documenting the property's condition. These inspections also help us identify potential issues early and plan for larger repairs before they become emergencies.
Our maintenance technicians and contractors also keep an eye out for concerns whenever they are working at a property and report anything that may require attention.
-
Yes. Our project management team oversees repairs, renovations, and larger property improvement projects from start to finish.
-
When a tenant moves out, a GMM maintenance team member or project manager secures the property, changes the locks, checks utilities and temperature settings, and installs a lockbox for the next tenant.
Our Project Manager then completes a detailed interior and exterior inspection, including photos and video. You’ll receive the inspection documentation along with a recommended scope of work to prepare the property for its next tenant.
If repairs or renovations are needed, we’ll provide a quote for your approval before work begins.
-
GMM charges a 15% project management fee on renovation and larger project work. This covers the coordination, oversight, vendor management, quality control, permitting, inspections, and other administrative work required to manage a project from start to finish.
We work with established contractors and vendors to secure competitive pricing for our owners, while ensuring work is completed properly and in compliance with applicable codes and regulations.
Owners always have the option to manage their own renovation projects. In that case, GMM will step back from project management and resume our management responsibilities once the property is ready to be leased.
Leasing & Tenant Placement
-
We use our property management software to syndicate your listing across dozens of leading rental websites, including Zillow, Apartments.com, Realtor.com, Trulia, Zumper, and other major rental platforms.
We also utilize the MLS and work directly with local housing and subsidized rental organizations to maximize your property's exposure and attract qualified applicants.
-
We use current market data and comparable properties to determine a competitive rental rate. Our analysis considers:
Current rental market conditions
Comparable properties and competition
Property condition and amenities
Location
Economic conditions
Seasonality
Our goal is to price your property competitively to attract qualified tenants while maximizing your rental income. We also monitor showing activity and prospective tenant feedback and can adjust our strategy when needed.
-
We use a comprehensive screening process designed to help protect your investment. Applications are reviewed for income, credit, rental history, employment, and criminal background information.
Our general screening criteria include:
Verifiable monthly net income of at least 3x the monthly rent
Minimum credit score of 600
No evictions within the past 5 years
Review of criminal history
Verification of employment and rental history
All qualified applicants are presented to the property owner for final approval before a tenant is placed.
-
Yes. GMM prepares the lease and handles the leasing process, but the owner provides final approval for all new tenants and lease renewals. Your signature on the lease represents your approval of the tenant.
-
Approximately two months before a lease expires, our leasing team will contact you to discuss renewal options. With your approval, we’ll work with the tenant to secure a renewal, typically at an updated rental rate based on current market conditions.
Unless otherwise specified, leases automatically transition to a month-to-month arrangement upon expiration of the initial lease term.
-
Tenant retention varies based on the property type, location, condition, and local rental market. In general, single-family homes tend to have longer tenant stays than multifamily properties.
Well-maintained properties are also more likely to attract and retain long-term tenants. Our goal is to help you maintain a quality property that tenants are happy to call home.
Owner Communication & Accounting
-
Our service standard is to respond to owner calls, texts, and emails within 24 hours, excluding weekends unless the matter is an emergency. In most cases, our team responds much sooner.
-
Owner statements and distributions are issued monthly on the 25th, or the preceding business day when the 25th falls on a weekend or holiday.
Statements run from the first of the month to the end of the month.
Statements are emailed to you and are also available through your online owner portal, where you can access your account history and tax documents.
Owner distributions can be sent electronically via ACH or by paper check.
-
For single-family properties, tenants are responsible for establishing their own gas and electric accounts before receiving keys.
Water and sewer are handled differently in Cleveland because these charges remain the responsibility of the property owner, even when the lease makes them a tenant responsibility. To help protect your property and ensure these bills are paid on time, GMM pays water and sewer bills from the owner's account and then bills the tenant for reimbursement.
This allows us to:
Ensure bills are paid on time and avoid unnecessary fees or liens
Track tenant reimbursement directly
Protect the property from unpaid utility balances
For multifamily properties without individual water meters for each unit, the owner remains responsible for the water and sewer bills.
-
Yes. GMM maintains a dedicated client trust account for owner funds. Each property is required to maintain a minimum $300 reserve to cover unexpected expenses or emergencies.
Rental income is held in the appropriate client account until monthly owner distributions are processed.
Rent Collection & Evictions
-
Rent is due on the 1st of each month, with a five-day grace period. Rent is considered late on the 6th, when a $25 late fee is added.
Our approach to rent collection is fair but firm. If a tenant becomes delinquent, we act quickly to protect your investment and communicate with both the tenant and owner throughout the process.
-
We make rent payments convenient by offering multiple options:
Online: Tenants can pay securely through their online tenant portal.
Cash or Card: Tenants can use their personalized payment slip at participating locations, including 7-Eleven, Ace Cash Express, and CVS.
Money Order or Certified Check: Tenants may mail payment to our office.
-
Eviction is always a last resort. When a tenant becomes delinquent, our team begins communication immediately and works to resolve the situation whenever possible.
If the balance remains unpaid, GMM follows the appropriate legal process, including serving required notices and coordinating with our legal counsel when an eviction becomes necessary. The owner is kept informed throughout the process and must approve moving forward with an eviction.
When appropriate, we may also work with tenants on a documented repayment plan or negotiate an early lease termination to regain possession of the property while minimizing the owner's potential losses.
Our goal is always to resolve delinquencies quickly, minimize financial loss, and protect your property.