Frequently Asked Questions
For New Residents
I’m new to Haus. What should I expect in the first month under Haus’ management?
To get started, you’ll need to set up your resident account. You will need to have a government issued ID and supply us with your home address so that we can verify your identity. Once you have created your account, you will have access to our Resident Portal where you will find links to pay your rent, create and monitor service requests, and ask any questions about your account or rental.
What is the best way to contact Haus?
I do not have a smartphone or a computer. What is the best way to reach Haus?
When should I send a general support message? And when should I submit a service request?
How many support messages and service requests can I have open at once?
What information do I need to provide when sending a general support message?
How do I submit a service request?
You can submit a service request by using the Haus Resident portal (link here). You will need to provide details on the location of the issue, the type of issue (plumbing, appliance, pest control, etc.) and a complete description of the problem. Detailed descriptions that include photos and/or videos will lead to faster, more accurate service.
What information do I need to provide when I submit a service request?
Is my issue an emergency?
- Haus considers the following issues an emergency:
- No electricity
- No water
- Broken or non-working exterior doors, locks, or windows
- No heat (when outside temperature is below 50 degrees)
- No air conditioning (when outside temperature is above 90 degrees)
- Toilet not working (one-bathroom homes only)
- Flooding or significant leaks
- Inoperable refrigerator
- Fire (call 911 immediately)
- Burglary or robbery (call 911 immediately)
If you have an emergency, please call (626) 609-7431. Support is available 24 hours/7 days a week.
How do I get a copy of my current lease?
How will I know if my lease changes?
How do I add or remove another person to my lease agreement?
How do I add or remove a pet?
Rent & Payment Issues
When is rent due?
Is there a late fee if I fail to pay rent on time?
Can I pay my rent online?
Yes, this is preferred. If you already have an account set up in our Resident Portal, you can log in and pay at any time.
If you don’t yet have an account set up, you can begin the set-up process by going to the Resident Portal and clicking Sign Up. You will need to have a government-issued ID and supply us with your home address so that we can verify your identity.
Alternatively, you can email and include your full name, address, and a copy of your government-issued ID. Once we’ve verified your identity, we’ll create an account for you. You’ll then receive an invitation to access your Resident Portal.
Does Haus accept credit card payment for my rent?
What kinds of credit cards does Haus accept?
I’m unable to pay my rent via the online portal.
Can I pay rent with cash?
What if I want to mail my rental payment to Haus?
What is an NSF fee?
NSF stands for non-sufficient funds. We will charge an NSF fee for a failed payment attempt if there are not enough funds in your account at the time of payment processing. The amount of the NSF fee is listed in your lease.
How are utilities handled under Haus?
Utilities may be set up in a variety of ways, depending on where you live and the wishes of the property owner. In many cases, residents will be responsible for contacting the utility companies, transferring the bills directly to their names, and paying any associate fees. A description of the most common alternative variations appears below. In all cases, you should reference your lease for specifics.
- Flat Rate Billing. If your utilities are set up this way, you will receive a monthly recurring charge on your ledger for the same amount each month.
- Sub-Metered Variable Billing. If your utilities are set up this way, you will receive a monthly charge on your ledger each month that varies based on the amount of utilities cost incurred.
- Separately Metered Utilities in the Resident’s Name. If your utilities are set up this way, you will need to contact the utilities company, set utilities up in your name, and pay the bill directly to the utility companies each month.
- Separately Metered Utilities in the Property Owner’s Name. If your utilities are set up this way, the property owner will pay utilities for you, but you will be responsible for reimbursing the property owner directly. Situations may vary, but you will either need to pay Haus (who will then pay the property owner) or (in rare circumstances) arrange to pay the property owner directly.
- Ratio Utility billing system (RUBS). If you live in a multi-family complex, your utilities may be RUBS-based. This means that the utilities for the entire complex will be split equally each month between all residents of the complex based on usage. RUBS-based utilities charges will appear on your ledger each month, and bill amounts will vary.
We know that utilities payments can be complicated, so please submit a support request via the Resident Portal with any questions.
What if I have mistakenly paid rent to the owner this month instead of to Haus?
If you believe you have sent all or a portion of your monthly rent to the owner, please send us proof of payment via the Resident Portal or via email. Once we receive the necessary documentation, we can help to reconcile payments.
I was given a 3-Day Notice to Vacate. What do I do now?
Upon service of the notice, you will have three business days to either submit the payment amount specified on the notice of vacate the premises. If you believe you were served a 3-Day Notice in error, please contact us immediately via the Resident Portal.
Can I rent a parking space?
Can I switch parking spaces?
Can I change apartments within the building?
My neighbor is too loud. How do I report this issue?
If your neighbor is too loud, you can send a general support message via the Resident Portal describing your concern.
In order to increase the likelihood of swift action, please submit audio or video recording(s) documenting the date(s) and time(s) of the issue. If you feel there is a safety concern, please contact your local police department.
How do I report pest issues in my apartment?
To report pest issues in your apartment, submit a service request via the Resident Portal with details of the issue. Providing thorough details and attaching relevant photos or videos will increase the likelihood of a fast and efficient solution.
I want to sublet my apartment. What steps do I need to take?
Unless your lease states otherwise, we do not allow you to sublet your apartment. If you have questions about our policies, please submit a support request via the Resident Portal.
If you need to add a person to your lease, please contact us via the online Resident Portal for directions on the application and qualification process.
How often are property inspections done?
How do I move out?
- Your intended move out date
- You forwarding address (for after you move)
- Make sure you have paid all outstanding balances on your account
- Stop any auto-payments you may have set up
- Cancel any utilities in your name
- Leave your home in the condition you received it (as verified by your original move-in inspection report), less any standard wear-and-tear
- Send a photo of the location of all keys, access cards, and remotes that you were issued and to your Resident Services Manager (via either the Resident Portal or email at firstname.lastname@example.org )
- For single-family homes, send a photo of the current state of the property landscaping to your Resident Services Manager (via either the Resident Portal (link here) or email at email@example.com)
- Confirm via phone, text, or email that you have vacated the property
How many days advance notice do I need to provide before vacating my apartment?
What should I do if I want to end my lease early, before the lease term is up?
How do I handle the key exchange upon move-out?
If I surrender keys early, will my rent be prorated?
What happens if I do not surrender keys?
If I move out early and surrender keys, do I need to keep utilities on in my name until the end of the lease?
How will my security deposit return work?
What fees and charges might be applied to my security deposit?
Fees and charges will vary based on your individual lease agreement. Check your lease agreement for detail, but (depending on your location) fees may include:
- Move-in/move-out inspection & reporting fees
- Security deposit disposition completion fees
- Lease preparation/processing fees
- Make-ready/R&M coordination fees
Charges to a resident will also vary, but may include:
- Cleaning charges
- Carpet cleaning charges
- Trash hauling charges
- Light bulb replacement charges
- Landscaping charges
- Painting charges
- Wall repair charges
- Repair and maintenance charges
Note that neither of these lists is comprehensive. Please check your lease for details.
How long does it take to get my security deposit back?
Do you show my property before I move out?
How do I register for the resident portal?
If you are a lease signatory for your property, you can sign up for an account using the Sign-Up option listed on (link here). Please follow the prompts in the portal.