Frequently Asked Questions

Many property owners are concerned about maximizing profitability, minimizing vacancies, and ensuring their rental is well-maintained. A strong property manager should have clear, confident answers to these questions to instill trust and credibility.

About Us

• How Does TouchPoint Safeguard My Property?

  1. Thorough tenant screening and background checks to ensure we select only qualified residents
  2. Detailed lease agreements that clearly define expectations and tenant responsibilities
  3. Security deposit collection of 1.5–2 months' rent to protect against potential damage
  4. Mandatory renter's liability insurance for all tenants
  5. Comprehensive pre-move-in property assessment with photo documentation
  6. Regular mid-lease inspections to catch potential issues early
  7. Quick response to maintenance and repair needs
  8. Firm enforcement of lease terms, HOA rules, and local regulations
  9. Detailed move-out property assessment with photo documentation
  10. Full compliance with all property, landlord, and tenant laws

• What experience do your company owners have in managing rentals?

  TouchPoint's owners, David and Maria, have been involved in real estate, investing, and property management for more than 30 years. As fellow landlords and investors, we understand exactly what property owners expect. We know that profitability and peace of mind are the key priorities for investors—and delivering both is our goal.

• Is Property Management your full-time job?

  Yes, this is our full-time job. Unlike many realtors who manage properties as a side business, we devote 100% of our resources and attention to professional property management. Choose your property manager carefully—quality management requires full commitment.

• Is your company Local or National?

  TouchPoint is a locally owned and operated Property Management firm. We emphasize having a more hands-on approach, local market knowledge, and boots on the ground than National or out-of-the-area firms. Our specialties are the Charlotte area and surrounding markets.

  The business owners, David and Maria, are in the office daily, supervising our team and ensuring quality service for our customers.

• What kind of properties do you manage?

  • We specialize in single-family and smaller multi-family residences, such as: Single-Family Houses, Townhomes, Condos, Duplex, Triplex, and Fourplex Units up to 10 Units
  • We do not manage: Large apartment complexes, commercial properties, Airbnb properties, furnished rentals, or short-term rentals.

• What areas do you cover?

  • We manage properties in North and South Carolina.
  • Our service area is a 60-mile radius around uptown Charlotte.
  • Counties: Mecklenburg, Union, Cabarrus, Gaston, Landcaster and York,
  • Cities: Charlotte, Matthews, Pineville, Mint Hill, Waxhaw, Weddington, Monroe, Indian Trail, Mint Hill, Midland, Harrisburg, Concord, Kannapolis, Huntersville, Cornelius, Davidson, Mt Holly, Belmont, Gastonia, Indian Land, Fort Mill, Rock Hill, Lake Wylie, Tega Cay, Clover

• How many rental units do you manage?

  Currently, our company manages approximately 500 residential units. We believe in quality over quantity—this allows us to maintain high levels of responsiveness to both our owners and tenants.

• How big is your Team?

  Our team consists of 20 full-time employees working in the office and the field to support our portfolio. We also partner with a trusted network of third-party vendors for maintenance services.

• What professional organizations do you belong to?

  Continuing education, compliance & networking is very important to us:

  • National Association of Property Managers (NARPM)
  • National Association of Realtors (NAR)
  • Charlotte Regional Real-estate Association (CRRA)
  • Better Business Bureau (BBB) A+ Rating
  • Metrolina Real-Estate Investors Association
  • Charlotte Real-Estate Investors Alliance

• Are you currently an active real estate investor in your market?

  Yes. We actively invest in the Charlotte real estate market and own several rental properties. We are active members of the local Real Estate Investors Association (REIA) and Bigger Pockets Contributors

• Could you provide customer references?

  Yes, Upon Request. You can also see our customer reviews on the following websites:

  • Google.com
  • Facebook.com
  • Yelp.com
  • AngiesList.com
  • BBB.com Better Business Bureau

• What is your customer service response time?

  We carefully track our response times to ensure excellent customer service. All non-emergency inquiries receive a response within 2 hours, while emergency inquiries receive immediate attention.

• What is your Occupancy Rate?

  Our occupancy rate exceeds 98% thanks to quick property rentals and high lease renewal rates. This means less than 2% of properties are vacant at any given time.

• What is your Eviction rate?

  Because of our thorough tenant screening process, less than 0.06% of our placed tenants ever require eviction.

• What is your Lease Renewal Rate and Average Tenancy Length?

  Thanks to our emphasis on excellent customer service and high property maintenance standards, 50% of our renters renew their leases for an additional year, with an average stay of 3.25 years. This high retention rate helps owners maintain profitability by reducing tenant turnover and vacancy periods.

• How Long Does It Take to Prepare a Vacant Property?

  • Our maintenance department typically prepares properties for the market within 7 days after move-out. This includes both simple touch-ups that take one day and properties requiring extensive renovations.
  • On average, our properties are rented within 30 days

• What is your maintenance resolution time?

  Our measurements show that we resolve tenant maintenance requests within 3 days on average. This timeline applies to both simple repairs and more complex maintenance issues.

• What are your typical maintenance costs?

  Maintenance costs vary based on each home's unique features and construction.

  According to our maintenance tracking software, we consistently maintain costs that are 6% lower than other regional property management companies using the same system.

• What Guarantees do you offer?

  • We are so confident in our tenant screening process that if a tenant we place defaults within their first 12 months, we will find a replacement tenant at no cost to you and cover up to $1,000 in eviction legal expenses.
  • If a pet we approve causes damage beyond what the security deposit covers, we will contribute up to one month's rent to mitigate the pet-related damage.
  • Conditions apply

Our Services and Fee Structure:

• What are the various services that you offer to your clients?

  We provide comprehensive property management services, including tenant placement, leasing, thorough tenant screening, rent collection, and financial reporting to ensure smooth operations for landlords.

  Our team handles property evaluations, routine and emergency maintenance coordination, vendor management, and legal compliance, including lease enforcement and eviction oversight. We conduct regular inspections to protect your investment, minimize risk, and maintain tenant satisfaction.

  Additionally, as a full-service real estate firm, we assist with buying, selling, renting, and maintaining investment properties, offering a seamless experience that maximizes profitability while reducing landlord stress.

• What Is your Initial Property Setup and Onboarding Fee?

  Initial Property Setup and Onboarding Fee: $150 (One-time)

  This one-time fee applies when we first take on your property. It covers everything needed to get your rental property ready for management correctly, including owner and property account setup, adopting existing tenants (if occupied), initial home evaluation report, and make-ready maintenance coordination.

• What is your Property Management Fee?

  Property Management Fee: 8% of the monthly rent collected (minimum $125/month)

  This fee covers a comprehensive range of services to ensure smooth property operations, including rent collection, tenant and property oversight, maintenance coordination, financial reporting, tenant communication, and legal compliance.

• What is your Tenant Placement Fee?

  Tenant Placement Fee: 50% of one month's rent

  This fee is charged when we successfully place a qualified tenant in your property. It includes professional property photos, video tours, marketing across major rental websites and the Realtor MLS, property showings, comprehensive tenant screening and background checks, lease preparation, and a detailed pre-move-in property condition report—all at no extra charge.

• What is your Lease Renewal Fee?

  Annual Lease Renewal Fee: $200

  This fee applies when we successfully renew or extend a lease with the current tenant for another year. The renewal process includes preparing a new rental analysis and determining appropriate rent increases. By renewing existing tenants, you avoid vacancy losses and new tenant placement costs.

• What do you charge for Property Inspections and Evaluation Reports?

  Property Evaluation Reports: $150–$200

  This fee applies to comprehensive interior and exterior property inspections performed in the middle of the lease and after move-out. These detailed reports document the property's condition and confirm tenant compliance with lease terms.

• Is there a Maintenance Coordination fee?

  • There is no extra charge for maintenance coordination as it is included in our PM Services.
  • We handle all tenant maintenance requests and property repairs efficiently. Our property managers assess issues, hire and oversee qualified vendors, communicate with landlords for approvals, and ensure timely, cost-effective repairs. This service protects your property's value, keeps tenants satisfied, and prevents costly future repairs. This service is included in our property management fee at no additional cost.

• What are your Management Agreement Contract Terms?

  • Contract Length: 3-month initial term with automatic renewal
  • Cancellation Policy: 60-day written notice with no cancellation fees

• Is there a Cancellation Fee?

  We do not charge a cancellation fee. We believe in earning your business. We only require 60 days written notice to cancel our contract, and we will work with you to smoothly transition the property back to your control.

• Do you offer discounts for multiple properties?

  Yes, we offer tiered pricing: 8% PM fee for your first property, 7% for your second property, and 6% for your third property. (We have a minimum PM fee of $125.)

• Are you a discount company, and can you reduce your fees?

  • No, we are not a discount property management company—and for good reason. Effective property management requires experience, proactive oversight, and an unwavering commitment to maximizing your investment's success. Simply put, you get what you pay for.
  • Discount management companies often cut corners in essential areas like tenant screening, maintenance oversight, and communication. This leads to higher costs in the long run through stress, mistakes, high turnover, and unexpected expenses.
  • At TouchPoint Property Management, we prioritize quality service over cost-cutting that would put your investment at risk.

• Are there fees when the property is vacant or no rent is collected?

  No. We do not charge any property management or tenant placement fees during vacant periods or when rent isn't collected.

  As your partners, our success is directly tied to yours—we succeed only when you do.

Property Management:

• What is your Property Management Fee?

  Property Management Fee:** 8% of the monthly rent collected (Minimum $125./month) This monthly fee includes rent collection, tenant and property oversight, maintenance coordination, financial reporting, tenant communication, and legal compliance.

• Will I have a dedicated central point of contact?

  Yes. Your dedicated Account Manager will oversee all aspects of managing your home and will always be available to answer your questions and update you every step of the way.

• How do you collect rent from tenants?

  Our tenants pay their rent electronically through their online tenant portal. Rent is due on the 1st of each month and becomes late after the 5th. We maintain a strict rent collection process—therefore, late payments typically occur no more than 1-2 days after the due date, which rarely affects owner disbursement timing.

• What happens if a tenant doesn't pay rent on time?

  1. Rent is due on the first of each month and is considered late after the 5th.
  2. On the 6th day, we issue an official "10-Day Notice of Demand for Rent," which states that we will initiate eviction proceedings if rent isn't paid by the 16th.
  3. Most tenants pay within 1–2 days of receiving this notice.
  4. If we don't receive full payment by day 16, we file for Summary Ejectment (Eviction) with the courts.

• How do you handle Evictions?

  • Our approach to evictions prioritizes prevention through thorough tenant screening and background checks. Due to these measures, less than .06% of our properties ever require an eviction.
  • If eviction becomes necessary, our team manages the entire process—from filing court documents and attending court to coordinating with the sheriff for the final property lockout.
  • Tenants can halt the eviction process by paying all overdue rent along with any legal and court fees to restore their account to good standing.
  • Evictions typically take up to 2 months to complete and cost between $500–$1,200 in court and attorney fees.
  • If we placed the tenant and an eviction is needed in the first 12 months of their lease, we will cover the eviction costs as a guarantee.
  • TouchPoint partners with a third-party insurance company that provides owners peace of mind through eviction and rent loss insurance for $42/month. This coverage protects against 2-6 months of lost rent, malicious damage, and eviction costs. Please inquire for more information.
  • We will send the tenant's unpaid account to collections where applicable

• How and when do you distribute rental income to owners?

  • Once rent is collected, we process maintenance expenses and management fees and electronically disburse funds to the owner's bank account on the second Friday of every month.
  • Please allow 2-3 business days for the electronic transfer to appear in your bank account.
  • Owners receive an Owner Packet with detailed income and expense statements and copies of any maintenance invoices.

• Do you provide detailed financial statements, and how often?

  Yes, we send you a detailed owner packet on the 2nd Friday of every month and at year-end. These packets include income-expense reports, invoices, receipts, and surveys. You can also access this information anytime through your online Owner Portal.

• Do you have an Online Owner Portal?

  Yes, our customers have access to an online portal that will provide all details relating to their property, including real-time financial statements.

• How often is my property visited and inspected?

  We conduct thorough interior and exterior property surveys at these key times:

  • When we take on a new property
  • Before marketing the property
  • Before tenant move-in
  • During the middle of the lease term
  • After tenant move-out

  Additionally, our maintenance technicians report on the property's condition during every service visit.

  This frequent monitoring helps us identify potential issues—like maintenance needs or lease violations—early on, allowing us to address them before they become serious problems.

• How Quickly Does Our Team Respond?

  During business hours, we respond to non-emergency calls and emails within 2 hours. While we prioritize email for efficiency and accuracy, we're always happy to schedule a call to address your questions or concerns.

• How frequently will I receive property updates?

  You will receive updates at every step of the tenant placement process, property management activities, and maintenance work order start and completion. If you have a question, our team is just an email away.

• What is the Property Owner Responsible for?

  Rental property owners are responsible for covering mortgage payments, property taxes, insurance, and HOA dues when applicable. They must also pay for utility and yard maintenance costs during vacancies. Additionally, owners are accountable for property maintenance, repairs, and upkeep due to normal wear and tear, as well as property management and tenant placement fees.

• What is the Tenant Responsible for?

  Tenants are responsible for timely rent payments, a security deposit at move-in, and maintaining renter’s liability insurance. They must set up and pay for utilities, handle basic lawn care, and perform minor maintenance, such as unclogging drains, replacing lightbulbs and filters, and keeping the property clean. All maintenance issues must be reported to the property management company.

  Tenants are liable for damages beyond normal wear and tear and may incur fees for lease violations, including vendor no-shows, HOA/municipal violations, and property management infractions. Upon move-out, they must complete deep cleaning, professional carpet and dryer vent cleaning, and, if applicable, HVAC vent cleaning for homes with pets.

• How do you handle Utilities?

  Please keep utilities activated when transferring your property to us until a tenant moves in. Once tenants move in, they will be responsible for transferring utilities to their name and making payments. When tenants move out, TouchPoint will temporarily place utilities under our name until the next tenant takes occupancy.

• How do you handle properties in HOAs?

  We manage numerous properties in HOAs and maintain strict guidelines to ensure both properties and tenants comply with HOA and municipal regulations. When HOA violations occur, our team promptly addresses them to prevent penalties and maintain compliance.

• What is Landlord Liability Insurance?

  • Regular homeowners insurance is only designed for "owner-occupied properties" and doesn't cover the unique risks that come with renting out your property.
  • Landlord liability Insurance is a type of coverage that protects your non-owner-occupied rental property.
  • To protect your property and all parties involved, owners must convert their homeowners insurance policy to landlord insurance and add our company as an additional insured party on the policy.

• What is Rent Loss and Eviction Insurance?

  We partner with an insurance company that provides our customers with Rent Loss and Eviction Insurance for $42/month. This coverage protects you for 2–6 months of lost rent, malicious damage, and eviction legal fees. Contact us for more information about safeguarding your investment.

• Do you require renters to have insurance?

  Yes, all residents must carry Tenant Liability Insurance—this is mandatory. The insurance protects both the tenant's personal belongings and provides liability coverage for the property.

• What if I want to sell my rental property?

  • For the best outcome, we recommend waiting until the tenant's lease ends before selling. This allows for easier property showings and typically results in a higher sale price in less time.
  • If your tenant is interested, we may be able to facilitate selling the property to them during their lease term.
  • While we offer full sales services, you're not obligated to list with us. However, most of our clients choose us because we're a full-service real estate firm with deep knowledge of your property and an established relationship with your tenant—making the sales process smoother for everyone involved.

Tenant Placement:

• What is your Tenant Placement Fee?

  Tenant Placement Fee: 50% of One Months Rent

  This fee applies when we successfully place a qualified tenant in your property. It covers professional property photos, video tours, marketing on all of the major rental websites including the Realtor MLS, property showings, comprehensive tenant screening and background checks, lease contract preparation, and a detailed Pre-Move-In Property Condition report at no extra charge.

• How do you determine the rent amount?

  We create a detailed rental comparison analysis using three data sources. This report analyzes comparable properties in your area that have been rented or listed within the past 12 months, showing their rent values and time on market. By carefully comparing similar properties, we help you set the optimal rental price that will attract qualified tenants while maximizing your property's potential.

• How do you market vacant properties?

  1. Price the property strategically to attract qualified tenants quickly
  2. Prepare the home for the market through our Make Ready Maintenance service
  3. Capture professional marketing photos and create video tours
  4. Create maximum renter demand by advertising your property on the Realtor MLS and all of the major rental websites like Zillow
  5. Coordinate and conduct all property showings
  6. Perform thorough rental application screening and background checks
  7. Handle the lease signing process
  8. Complete the Pre-Move-In Property Survey with photo documentation
  9. Coordinate tenant move-in process

• How long does it take to rent?

  During peak summer months, we typically rent properties in under 30 days. In the much slower fall and winter seasons, rentals usually take 30-45 days because fewer renters are in the market.

• What is your tenant screening process?

  Our tenant screening process is thorough and designed to ensure reliable renters. All applicants over 18 must submit a formal rental application and undergo a detailed background check, including credit history, income verification, rental history, and criminal background screening. We assess financial responsibility, verify employment and income sources, review past rental behavior, and check for any history of evictions or serious offenses. We also obtain references from previous landlords to ensure tenants have a history of timely payments and proper property care. Additionally, we conduct pet and animal screenings where applicable. Our proven process minimizes risk, with less than 0.06% of our placed tenants ever facing eviction.

• Do you allow Owners to be involved in approving the Applicant?

  We do not allow owners to be involved in applicant approvals to ensure a fair, consistent, and legally compliant process. Our proven screening system follows strict criteria to minimize risk, prevent errors, and protect both owners and applicants from Fair Housing violations. By adhering to this objective approach, we maintain applicant privacy and eliminate subjective decisions. Our method has been refined through experience, resulting in an eviction rate of less than 0.06%. You hired us to manage your property effectively, and our system ensures the best tenant placement while reducing liability.

• How do security deposits work?

  Before a tenant moves in, we conduct a detailed pre-move-in survey with photos to document the property's condition. We collect a security deposit equal to 1.5–2 months’ rent to cover potential damages beyond normal wear and tear or unpaid rent. The deposit is securely held in TouchPoint’s Trust Account, as required by law, and undergoes monthly reconciliations for accuracy. After move-out, we perform a thorough inspection, comparing it to the initial report. Any tenant-caused damages or outstanding rent are deducted from the deposit before returning the remaining balance.

• Should I allow Pets?

  Allowing pets can significantly increase demand for your rental property, as 70% of renters have pets and 90% of rentals allow them. Pet-friendly properties attract more qualified tenants, rent faster at full market value, and receive more applications, giving you better choices. They also experience lower turnover since pet owners tend to stay longer, reducing vacancy rates. Additionally, permitting pets prevents tenants from sneaking them in or misusing service animal certifications while ensuring compliance with legal requirements. We strongly encourage allowing qualified pets, as it enables proper screening and management, ultimately maximizing your property's profitability.

• What is your Pet policy?

  To protect your property and reduce liability, we take the following measures:

  To protect your property and reduce liability, we use PetScreening.com to thoroughly assess pets based on records and references, allowing only low-risk pets. We prohibit dangerous breeds and oversized animals. We also conduct periodic compliance checks and require tenants to arrange professional cleaning, including carpets and HVAC ducts, upon move-out

  Allowing qualified pets helps us properly screen and manage them while maximizing your property's profitability.

• What is your availability to show my home to renters?

  We show properties to renters with 1-hour notice from 9 AM to 7 PM, seven days a week. This helps us rent properties in less time.

• How long is your lease?

  • Our typical lease is 12 months unless the owner and renter agree upon a multi-year lease.
  • During the slower winter months, when rental demand is low, we aim for 14-16 month leases. This ensures the lease will end during the high-demand spring/summer market, helping the property rent faster and at a better price for the next vacancy.

• Furnished or Unfurnished?

  TouchPoint Property Management does not manage furnished rentals—all furniture must be removed before marketing. Furnished properties are problematic because they attract short-term tenants, take longer to rent, and result in higher vacancy losses. They also create additional liability, require extra maintenance, and often violate HOA and municipal regulations due to their short-term nature. The combination of unstable income and increased expenses makes furnished properties both less profitable and more challenging to manage.

• What appliances should I provide?

  • Including a refrigerator, oven, stove, microwave, washer, and dryer will make your property more competitive and help attract qualified renters faster.
  • You'll need to maintain these appliances for normal wear and tear.
  • We will hold tenants responsible for any damage they cause to the appliances.

Maintenance:

• Do you have in-house maintenance staff, or do you outsource vendors?

  • We maintain both an in-house maintenance team and a network of trusted vendors to handle repairs efficiently while controlling costs.
  • We have vetted, preferred vendors and technicians for all types of home maintenance and repairs:
  • Cleaning, junk removal, handyman services, painting, drywall, flooring, electrical, plumbing, HVAC, appliance repair, yard maintenance, roofing, crawl space services, mold remediation, gutter cleaning, and pressure washing.

• Are your maintenance and repair services expensive?

  Our maintenance services are competitively priced to protect your investment while keeping costs reasonable. We partner with licensed and insured technicians and vendors to ensure high-quality repairs and minimize your liability. No major expenses are approved without your consent, and our proactive approach helps prevent costly issues before they arise—preserving your property's long-term value.

• Will I be notified when a repair is needed?

  Yes, we notify property owners of every maintenance dispatch. For repairs exceeding $500, we require the owner's approval before proceeding.

• Is there a Maintenance Coordination fee?

  No, our maintenance coordination services are included in our property management fee at no additional cost.

• Do you mark up maintenance and repairs?

  No, we do not add any markup to maintenance or repair costs.

• What is your Maintenance Reserve amount?

  Our required maintenance reserve is $500.

  A Maintenance Reserve is a fund we hold in our Rental Trust account on behalf of property owners to cover ongoing maintenance and repairs. This financial buffer ensures funds are readily available for both routine maintenance and unexpected repairs for your property.

• What is your maintenance threshold spending limit?

  • Our maintenance threshold spending limit is $500. We require owner approval before proceeding with any repair that exceeds this amount.
  • The maintenance threshold is the pre-approved amount that allows us to authorize repairs without seeking the owner's permission. This enables quick response to routine maintenance while ensuring owners maintain control over significant expenses.

• How do you handle after-hours maintenance emergencies?

  Our maintenance team is available 24/7 to respond to maintenance emergencies and issues.

• How do you handle HVAC Maintenance?

  • We can onboard your preferred HVAC vendor or use our trusted vendors to ensure the HVAC system is serviced regularly and maintained properly.
  • Our lease requires tenants to change HVAC filters every 3 months. At the tenant's expense, we mail replacement filters quarterly with dates printed on them. During our mid-lease inspection, we verify that the new filters have been installed. If they haven't, the tenants are held responsible for damage caused by not changing filters.
  • We can coordinate spring and fall HVAC maintenance services to ensure that your HVAC system is well-maintained and extends its lifespan

• How is Lawn and Yard Maintenance handled?

  Assuming lawn care isn't covered by the HOA...

  • Tenants are responsible for basic lawn care at the rental property, including mowing, edging, weeding, watering, leaf removal, basic shrub trimming, and debris cleanup. If tenants fail to meet these requirements as specified in the lease, TouchPoint will take over lawn maintenance at the tenant's expense to prevent HOA or municipal violations.
  • Additional lawn care services such as specialty landscaping, tree and bush maintenance or removal, fertilization, core aeration, grass seeding, irrigation system upkeep, mulching, and gutter cleaning are handled separately.

• Do you work with Home Warranty Companies?

  Yes, we will work with home warranty companies. However, we strongly advise against purchasing a home warranty. These companies typically have very long response times for repairs, causing major complications for all parties involved. Additionally, most of our customers are surprised to discover numerous unexpected hidden charges, making repairs far from free.

• What if we have a Builder New Home Warranty?

  We will route these repairs directly to your builder for resolution.

• Can I use my maintenance vendors?

  In some cases, you can use your own vendors if they follow our policies, but we don’t recommend it. Outside vendors often cause delays, higher overall costs, and compliance issues, leading to additional expenses when corrections are needed. Our trusted vendors are familiar with our systems, ensuring efficient maintenance, tenant satisfaction, and longer tenancy.

• What Happens if Tenants Damage the Property?

  Our maintenance technicians thoroughly document the cause of any damage. When we determine that tenant misuse, abuse, or neglect is responsible, we hold the tenants financially accountable.