RWA_Maintenance_Policies_2016.

RENTERS WAREHOUSE ATLANTA

MAINTENANCE POLICIES, RULES AND REGULATIONS

Landlord shall maintain the Premises in a habitable condition at all times, subject to the
following responsibilities of the Tenant. Landlord shall keep the Premises in reasonable repair
during the term of the Lease, except when disrepair is caused by the willful, malicious, or
irresponsible conduct of the Tenant(s) or their guests. In the event the Landlord desires to
perform certain maintenance obligation and/or repairs during the term of the Lease, any work
must be completed within a reasonable time period (generally within 14 days for non-emergency
requests.) Before Landlord can be required to make a repair, he must be given notice of the
defect. Landlord is not responsible for cosmetic repairs or improvements

Landlord is responsible for maintaining building structure and keeping systems such as the
electric, heating, air conditioning and plumbing operational. Landlord is also responsible for
repairing any appliances provided with property at time of move-in, including but not limited to
icemaker, microwave, disposal, washer/dryer, dishwasher, stove, and refrigerator.

Tenant expressly agrees to be present or provide access to any third party maintenance provider,
pursuant to Section 20 of the Lease. Our repair technicians are independent contractors and
make their own appointments. They will try, as much as possible, to set the appointment at a
convenient time for Tenants. The technicians generally do not work in the evening or on the
weekend. If a Tenant cannot keep the appointment with a technician, please attempt to call the
technician immediately to cancel and/or reschedule. Also, please contact the Renters Warehouse
Maintenance to let the service coordinators know of rescheduling appointment. If a technician
arrives at the scheduled appointment time and cannot access the property for repairs, the
technician will charge a service trip fee for the appointment not kept. This service trip fee will be
charged to the Tenant.

Should maintenance be done on the Premises, which servicing contractor reports was caused by
the abuse or misuse of Tenant or their invitees, Landlord shall provide the invoice for such repair
to Tenant and Tenant agrees to pay such sum (plus a $65.00 administration fee) no later than
the first of the month following notification. Should Tenant fail to pay said sum as stated herein,
Tenant may be deemed to be in default of the terms of this Lease.

The Tenant agrees to maintain the Premises in as good a state as he/she finds it, reasonable wear
and tear accepted. Good housekeeping is expected of everyone. Tenant agrees to keep his/her
quarters in a clean and sanitary condition and to keep the yard clean, mowed, and free of rubbish;
and to comply with any neighborhood covenants, rules or regulations that govern the condition
of the Premises.

IN THE CASE OF A LIFE - THREATENING EMERGENCY

CALL 911.
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We are aware that some Landlords and Tenants do communicate. Tenants sometimes advise
Landlords that there are maintenance issues themselves. We urge Tenants and Landlords to
communicate the problem to Renters Warehouse Atlanta Maintenance Department. We are here
to assist if need be, but we also keep a record of maintenance requests on properties for future
problems and troubleshooting. Additionally, if a Tenant reports the issue to the Landlord and
does not report the issue to Renters Warehouse Atlanta, the problem may not get resolved as
quickly as the Landlord and/or the Tenant would like it to. There have been instances when
Tenants call Renters Warehouse Maintenance very frustrated due to NO action being taken by
the Landlord to remedy a maintenance issue. There have also been instances when Landlords are
upset because the tenant will not schedule with the Landlords preferred vendor. In these cases,
Renters Warehouse Maintenance Department was unaware there were any outstanding
maintenance issues on the property.

For any MAINTENTANCE ISSUES (even emergency repairs), Tenants need to go to:

http://renterswarehouse.com/atlanta/maintenance-request-form/

ANY AND ALL REQUESTS MUST BE RECEIVED THROUGH A FORMAL ONLINE

MAINTENANCE REQUEST. DO NOT CALL IN AND EXPECT OUR
MAINTENANCE TEAM TO REMEMBER. WE NEED ALL REQUESTS IN WRITING
THROUGH OUR SYSTEM.

Please give as much detailed information as possible. You will receive a confirmation
email when you submit the request correctly. Our business hours are Monday - Friday 8:00am to
5:00pm. New maintenance request are reviewed daily during normal business hours. We make
every effort to respond to new maintenance requests within 24 hours of your submission, with
the exception of weekends.

Expectations for maintenance requests. We are a property management company, and these
properties are privately owned residence. We are not an apartment community with onsite
handymen and there is absolutely no way we can operate in that way. Renting a privately owned
home does put some responsibilities on to the tenant. Tenants are responsible for troubleshooting
items with the instructions given to them by Maintenance Coordinators. If a technician is
dispatched to a property to make repairs and it is found that the tenant did not try to resolve the
issue with the instructions given to them, the tenant can and will be held liable for the charge of
sending a maintenance technician out to the residence.

Once a maintenance request is received, we will send a form email explaining procedures to help
tenants troubleshoot issues if possible. We will also call Tenants in effort to assist them in
troubleshooting and possibly resolving the issue over the phone. We make every effort to alert
Landlords that there is a maintenance issue that has been reported at the residence. We email and
call Landlords to ensure they are aware of all situations. We give the property owner 72 hours to
respond to non-emergency maintenance requests and 5 hours to respond to priority requests.
During a maintenance emergency, we do call and email the Landlord. If we cannot reach the
property owner during an emergency situation, we send work orders to a technician immediately
in effort to minimize damages and keep the home in good repair.

Our third-party licensed and insured contractors have schedules and will call current resident to
make appointments as soon as possible after receiving a work order.
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We do our very best to ensure non-emergency maintenance repairs are made within a 2 week
time frame. Emergency and priority maintenance repairs are handled as quickly as we can
possibly get a technician on site.

MAINTENANCE EMERGENCIES
Tenants are responsible for making every effort to mitigate damages and if there is any way
possible handle the situation until normal business hours then please do so.

If there is an issue that arises in the middle of the night that is NOT causing damage to the
property or is NOT presenting a life threatening situation to the resident, then please put in a
maintenance request and call us the next morning.

DO NOT CALL IN AN EMERGENCY UNLESS THE ITEM TRULY IS AN

EMERGENCY. SEE LIST OF WHAT IS CONSIDERED AN EMERGENCY BELOW.
YOU WILL BE CHARGED $75 FOR NON-EMERGENCY CALLS TO THE
EMERGENCY LINE.

LIST OF MAINTENANCE EMERGENCIES:

Sewer back up or Blockages / Clogged Toilet: ONLY AN EMERGENCY IF FLOODING

IS OCCURING. - This is considered an emergency only when the toilet is clogged and is the
only toilet in property AND the resident has made every effort to clear the stoppage
themselves. PLEASE read lease, clogged pipes and toilets are tenant responsibility.
Emergency or not, turn off the water valve behind the toilet to prevent further over flow or
flooding.
Broken/FROZEN Pipe: PLEASE TURN WATER OFF TO HOME IMMEDIATELY. Call
Local Fire Department and/or Water Department to get water turned off if you are unsure how to
turn water off. Tenant can be held liable for damages if water is left on after problem is reported.
A maintenance technician will be out as soon as possible to have water restored to the home, but
this can take time. This is considered a maintenance emergency. Residents are to do everything
within reasonable power to contain the leak to prevent flood damage.
No Hot Water: This will be considered an emergency only if there has been no hot water for at
least 12 hours. This will be handled in a timely manner during normal business hours.
HEATER REPAIR: This is ONLY considered an EMERGENCY MAINTENANCE item if the
outside temperature is falling below 32 degrees. Before reporting this as an emergency, please
check all fuses and circuit breakers, ensure filter is changed and check batteries in thermostat that
require batteries. Please call us on our maintenance line or on our emergency maintenance line
(for after-hours service) to leave us a message and we will begin to work on this item
promptly. As stated, we do everything within our power to offer relief, but sometimes same
evening service in just not possible. This is why we suggest some type of back up heat, i.e. space
heaters, as a precaution for if our technicians are fully booked, or if parts need to be
ordered. Typically this will be handled in a timely manner during normal business hours.
A/C REPAIR: Considered an Emergency ONLY IF A/C UNIT IS LEAKING WATER
AND CAUSING DAMAGE TO THE HOME... NO A/C IS NOT AN EMERGENCY. A/C
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will be considered a PRIORITY MAINTENANCE item during warmer temperatures and will be
handled promptly during normal business hours. Before reporting this as a priority request,
please check all fuses and circuit breakers, ensure filter is changed, check to ensure the furnace
switch was not accidentally turned off (normally just a light switch near the unit) and check
batteries in thermostats that require batteries. Typically this will be handled in a timely
manner during normal business hours.
GAS ODOR: This constitutes an emergency. Turn off the gas appliance(s) and the gas supply
to that appliance immediately. The shut off handle should be relatively easy to find on the supply
line. Call the emergency number to your gas provider.
BREAK INS: Call and File Police Report We will need a copy. Broken Doorknob, Lock, or
Window: If it prevents the resident from properly securing the property, it is considered
an emergency. Please know that it is very difficult to purchase materials in the middle of the
night, therefore we will be out first thing in the morning to board up any broken windows or
doors. If its determined that temporary measures can be taken until normal business hours,
please do so.
NO ELECTRICITY: This will be considered an emergency only if the electricity is out in the
entire property AND the resident has checked with the local electric company to confirm there is
not an area outage; the circuit breaker has been checked and reset along with checking the
fuses. DO NOT CALL EMERGENCY LINE DUE TO NOT BEING ABLE TO
CONTACT ELECTRIC COMPANY. We cannot assist in with an area that has a power
outage. Partial electrical outages do not constitute a true emergency and will be addressed in a
timely manner during normal business hours. If an outlet begins to smoke or it smells like
something is burning, please turn off the circuit breaker to that outlet and leave the circuit
breaker off until we get a vendor out to the residence.

**** DO NOT CALL IN AN EMERGENCY UNLESS THE ITEM TRULY

IS AN EMERGENCY. YOU WILL BE CHARGED $75 FOR NON-
EMERGENCY CALLS TO THE EMERGENCY LINE.

While we do realize there are several items that are inconvenient, please understand that these
inconveniences do not constitute an emergency. While we do understand being upset or
frustrated, if you call the emergency maintenance line due to being frustrated, you will be
charged. We will check messages and any message received that is a request that is considered
an emergency will be tended to promptly. Emergency maintenance items are any issue that is
causing damage to the home or making the home uninhabitable. Please take all measures
possible to minimize damage to the property. Also, please take all possible measures to secure
the home or remedy an issue that can be handled the following day. Please be aware of what
truly constitutes an emergency.

If you are experiencing an emergency during our normal business hours please call 404-662-
2378 and also fill out an online maintenance request.
Always leave a message with your name, phone number, property address and what the issue is.
If you have an emergency maintenance request after business hours that is causing a life
threatening situation or causing damage to the home, please call 404-662-2291 promptly. If there
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is a priority maintenance item that can wait till daytime hours, please wait until the morning to
call.
We will call Landlords and give updates during emergency maintenance items, but please be
patient while we get the issues resolved. Many times we do not receive full reports until the
following day, and on weekends we receive reports the following Monday.
TENANT RESPONSIBILITIES AND RULES

Without limiting the generality of the foregoing:

Trampolines, aboveground pools, play sets or structures of ANY kind ARE

NOT PERMITTED without the express, written consent of Landlord.

Intentional and/or willful damage, or gross misconduct, to property is a material

breach of this lease and subject to any and all remedies available under this
Agreement, as well as under GA law.

Tenant shall replace HVAC filters every third month of tenancy.

Tenants renting homes with SEPTIC Systems shall perform normal maintenance
needed for septic systems to continue to work properly. Tenants shall purchase and
flush RID-X down one toilet on a monthly basis. DO NOT clean with or use
BLEACH in homes that have Septic Systems.

The Tenant agrees to maintain the Premises in as good a state as he/she finds it,
reasonable wear and tear accepted. Good housekeeping is expected of everyone.
Tenant agrees to keep Premises in a clean and sanitary condition and to keep the yard
clean, mowed, and free of rubbish and to comply with any neighborhood covenants,
rules or regulations that govern the condition of the Premises.

Unless otherwise provided for in writing by HOA or Landlord, Tenant shall keep the
lawn manicured, shrubs trimmed, trash, land grass clippings picked up on a regular
basis. Tenant is also responsible for leaf removal.

Tenant shall keep Premises, including yard, lot grounds, house, walkways and
driveway clean and free of rubbish.

Tenant agrees not to store any materials on the Premises, of any kind or
description that are combustible, flammable, hazardous, or would increase the risk
of a fire and any violation of this paragraph may serve as a basis for declaring the
Tenant in default. Any storage of said materials shall be at the Tenants risk and
Tenant shall indemnify Landlord, and Renters Warehouse for any damages resulting
from, and any loss caused by, said materials. Should Tenant leave hazardous material
in or around the Premise at time of vacating, Landlord shall remove and Tenant
agrees to pay said cost of removal.

Tenant shall not obstruct the driveways, sidewalks, courts, entryways, stairs
and/or halls, which shall be used for the purposes of ingress and egress only.
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Tenant shall keep all windows, glass, window coverings, doors, locks, and
hardware in good, clean order and repair.

Tenant shall not obstruct or cover the windows or doors other than with blinds
or window treatments installed or approved by Landlord.

Tenant shall not leave windows or doors in an open position during any inclement
weather.

Tenant shall not hang any laundry, clothing, sheets, etc. from any window, rail, porch,
or balcony, nor air or dry any of same within any yard area or space.

Tenant shall keep all lavatories, sinks, toilets, disposals, pump systems, and all
other water and plumbing apparatus in good order and repair and shall use same
only for the purposes for which they were constructed.

Tenant shall not allow any sweepings, rubbish, sand, rags, ashes, bones, grease,
feminine products, sanitary wipes or other substances to be thrown or deposited
therein. Any damage to any such apparatus and the cost of clearing stopped plumbing
resulting from misuse shall be borne by Tenant.

Tenant, Occupants and guests/invitees of Tenant or Occupant shall at all times

maintain order in the Premises and at all places on the Premises, and shall not make
or permit any loud or improper nuisance, noises, or otherwise disturb other residents.

Tenant shall keep all radios, television sets, stereos, etc., turned down to a
level of sound that does not unreasonably annoy or interfere with other residents or
neighbors.

Tenant shall deposit all trash, garbage, rubbish or refuse in the locations
provided therefore and shall not allow any trash, garbage, rubbish or refuse to be
deposited or permitted to stand on the exterior of any building or within the common
elements (if applicable).

Trash and recycling receptacles shall be removed from the street or driveway
on non-collection days.

Be responsible for any damaged or broken glass due to Tenant or Occupant,

or their licensees, invitees or guests, whether arising from willful or negligent
conduct. Tenant shall not be responsible for any damaged or broken glass
caused by Landlord, inclement weather or Acts of God.

Leaking pipes, unless caused by negligence of Tenant, are to be repaired by the

Landlord within a reasonable time after notice, but the Landlord shall not be liable for
any damages resulting from such leaks and/or overflows which are caused by
Tenants willful or negligent behavior. Alteration of plumbing, appliances or
fixtures is strictly prohibited.
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No signs, placards or advertising shall be placed on the Premises by Tenant

or at Tenants discretion without the prior written consent of the Landlord.

Light bulbs, batteries, and filters of any kind (A/C filters, refrigerator water filters,
and water filters) are Tenants expense and responsibility.

Non-operative vehicles are not permitted on Premises. Landlord may remove any
such non-operative vehicle, or any vehicle parked on grass, at the expense of Tenant,
for storage or public (or private) sale at Landlords option, and Tenant owning
same shall have no right of recourse against Landlord thereafter.

No auto repairs lasting more than 2 hours may be performed on the Premises
nor on any city street adjacent to the property (note that this may be further
limited/restricted by any applicable association rules or covenants).

Tenant agrees not to park or store a motor home, recreational vehicle, or trailer of any
type on the Premises without prior written consent of Landlord.

Tenant agrees to de-ice sidewalks and driveways as needed during winter months.

Tenant is responsible for ongoing insect and pest control. Tenant is responsible for
reporting any suspected rodent or termite activity immediately upon detection. Tenant
may be liable for any pest or insect infestation due to unreported insect/pest activity
during occupancy. Renters Warehouse recommends that Tenant hires a licensed pest
control service for regularly scheduled service. Tenant is responsible for reporting
any suspected rodent or termite activity immediately upon detection. Tenant may be
liable for any pest or insect infestation due to unreported insect/pest activity during
occupancy.

For non-essential or non-mandatory maintenance or service requests by Tenant to

Renters Warehouse there will be a $100.00 maintenance fee or, the service charge
by a third party vendor, whichever is greater, per occurrence. Landlord shall
determine if the fee is charged to Tenant. Tenant shall be informed that he or
she may be charged the maintenance deductible prior to the service call. All
repairs/requests will be handled and completed within a reasonable period. All necessary,
mandatory, and required repairs shall be excluded from this fee.
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OWNER RULES AND RESPONSIBILITIES

No Heat Policy unless Owner has otherwise provided information that Premises
has a Home Warranty policy associated with Premises, maintenance requests
received that there is no heat in the Premises in weather conditions where the
temperature is at or below 32 degrees, we will dispatch our Licensed and Insured
HVAC technician for prompt service. The minimum trip charge is $95. In addition,
we preauthorize repair no heat issues up to $425, which is sufficient for more than
85% of all issues reported. If the repair cost is more than $425, the technician or
member of our maintenance staff will call you for approval. Prior to dispatching
a technician we will ask the tenant to perform some quick checks to save unnecessary
service calls such as confirming gas service, thermostat settings, breaker switches and
pilot light. For insurance reasons we do require the homeowners to contact their
preferred vendors.

No A/C Policy unless Owner has otherwise provided information that Premises
has a Home Warranty policy associated with Premises, maintenance requests
received that there is no air conditioning in the Premises in weather conditions
where the temperature is at or above 85 degrees, we will dispatch our Licensed
and Insured HVAC technician for prompt service. The minimum trip charge is $95.
In addition, we preauthorize repair no heat issues up to $425, which is sufficient for
more than 85% of all issues reported. If the repair cost is more than $425, the
technician or member of our maintenance staff will call you for approval. Prior
to dispatching a technician we will ask the tenant to perform some quick checks to
save unnecessary service calls such as confirming gas service, thermostat settings,
and breaker switches. In the event that the non-functioning unit is one of two
systems supplying A/C to the Premises, not dispatch as an emergency. In the
event that there are elderly and/or asthmatic Tenant(s) occupying Premises,
regardless of number of A/C systems, we will dispatch our Licensed and Insured
HVAC technician for prompt service. For insurance reasons we do require the
homeowners to contact their preferred vendors.