What is SCUDO’s role?
SCUDO was hired by the owner of your property to collect rents, implement and enforce the lease terms, and to coordinate necessary maintenance repairs with 3rd party vendors. SCUDO is not the property owner, and receives no kick backs or compensations from the vendors we use. We select licensed vendors based on their local reputation, efficiency and communication. SCUDO may not make decisions on the owners behalf that are not outlined in the lease agreement. All final decisions regarding large scale repairs, repairs deemed “optional,” or special resident requests must be submitted to the property owner for final approval or denial.
On most tasks, SCUDO is coordinating between a resident, property owner, and vendor. In instances where there is a difference of opinion between any parties, we will adhere to local laws and the lease agreement. For items not clearly outlined in the lease agreement, we will do our best to create a win/win for all parties involved. To create a true win/win, both parties will have to lose a little. We do not promise our residents or owners that maintenance issues will never arise, we simply promise to handle them promptly, professionally, and with integrity.
Vulgar, Abusive, or Threatening Language
SCUDO has a zero-tolerance policy for vulgar or abusive communications. Our staff will not communicate with any resident in this manner, and any resident who communicates in this manner with any of our employees, agents, or contractors will not be permitted to renew their lease. If a resident engages in this behavior over the phone, then our staff has been instructed to hang up.
Everyone has a right to go to work in an environment where they are not subjected to such vulgarity and abuse, and SCUDO management stands behind their employees.
BEFORE MOVE IN
Application to Move-in
What are your rental requirements?
What rentals do you have available?
How do I schedule a viewing of the property?
I saw a “resident benefits package” mentioned, what’s that?
What’s the application process like?
What is pet screening, and why do I need it if I don’t even have a pet?
I submitted my application, what’s next?
One of our team members will be in touch as soon as we have official approval or denial from the property owner. We request that owners respond within 2-business days. If approved, we will send you a detailed email with next steps!
Do you require a security deposit?
What utilities do I need to set up?
SCUDO provides a utility concierge service to you completely free. Simply call (972) 332-1440 to have all utilities set up on your behalf! If you elect to set up utilities on your own, we require confirmation #s prior to move in.
Do I need to make an appointment to sign my lease & pick up keys?
The lease will be sent to you for e-signatures. Your Leasing coordinator will touch base to schedule key pick up from our office.
Will the move-in condition be documented?
Yes. Our leasing coordinator will complete a thorough property report with photos outlining the condition of the home, which will be shared with you for signatures and any notes you’d like to add.
Will the owner do any updating or extra cleaning before I move-in?
All properties are professionally cleaned prior to move-in. You are renting the home in “as-is” condition. This means it will be available for you exactly as it was at your viewing. No cosmetic repairs, updates, or additional cleaning will be completed. Maintenance items found at move-in will be addressed once they are submitted in your maintenance portal.
I just moved in and some stuff isn’t working properly.
That’s frustrating! We do our best to prevent this, however, we are not licensed inspectors, and are unable to warranty the condition of any element in the home. Obvious items are often caught by our Leasing Coordinator at walk-throughs and addressed immediately. Occasionally, defects or work order items are discovered after move-in once the home is in use. This could be due to items that the previous resident simply didn’t make us aware of, and we had no way of knowing without occupying the property, or new items that are occurring for the first time. This could also be a home that your home owner just purchased, and we are learning about these items together. Please submit these items for repair, we are only as good as the information we receive! We can’t promise work orders wont arise, but we can promise to take care of them promptly.
AFTER MOVE IN
Rent payment, other payments:
How do I pay rent?
We require online rent payments via your resident portal. If a resident does not have internet access, cash payments may be made at one of our participating locations. A $10 fee will be assessed for any physical payments received to the office.
Can my late fees be negotiated, or waived just one time?
No. Late fees are non-negotiable under any circumstance unless there was an error. Fair Housing laws require that we treat all our residents equally. We cannot decide if one resident is more deserving than another of paying late fees. We enforce late fees across the board. If you’d like to avoid late fees, the best rule of thumb is to pay rent on the 1st of every month.
Why do you have late fees?
Late payments negatively affect all parties involved. Property owner’s mortgage payments are due on the 1st, and many rely on rent to make these payments. In addition, there are real costs associated with the time and efforts SCUDO expends to collect late rent. Please note additional fees will apply if SCUDO must post notice for nonpayment (occurs on the 5th), or file with an attorney.
Is my rent payment always applied to rent?
Payments are applied to the oldest balance first. If you have a late fee balance, RBP balance, utility fee balance, etc on your account, your payment will be applied to those first. This means that if you submit payment only in your rent amount, but had an outstanding fee balance, you may still owe rent.
How do I submit a maintenance request?
First review this list: https://scudore.com/quick-fix-reference-guide-for-common-maintenance-issues/ then call/text (913) 354-7645, or input your request here. Our maintenance line is available 24/7/365.
Can I submit work orders directly to staff members via their email or text?
No. It is crucial that all work orders are submitted via the proper channels outlined above. Failure to do so can result in work orders being overlooked and cause delays. Our staff is not trained to check their inboxes or texts for work orders. Work orders submitted via the correct process are seen instantly by an entire maintenance team and tracked until completion.
Why was I charged for this repair work?
The majority of the time, your property owner will pay for necessary repairs needed throughout the home. This especially applies to items that affect the functionality or livability of any living areas in your home. If you request a cosmetic repair/upgrade, or if the damage is caused by negligence, misuse, or an accident by you or a guest, the repair will be at your expense. Occasionally repairs or replacement are deemed “optional” these would be items that the resident would like done, but are not necessary to continue happy enjoyment of the premises. For optional repairs, the owner may decline completely, or approve if the resident is willing to pay. You will be notified by call/email/text if the charge has been deemed resident responsibility. The charge will be added to your account for payment, and will accrue late fees if left unpaid. If you would like to dispute a charge you may do so here: https://scudore.com/repair-inspection-charges-dispute-form/
I have an emergency, help!
Call 911 if you are concerned for your safety, or the safety of anyone in the home. This includes fire/flood/blood, or suspected criminal activity at your home or nearby. If there is flooding, shut off your main water valve and call our emergency maintenance line (913) 354-7645. If you smell gas, call your local gas company and remain outside until they arrive. If your heat or AC is not working in extreme weather, call (913) 354-7645.
I’m not happy with the repairs that were done.
We send satisfaction surveys after every work order is completed. Please use that opportunity to make us aware of any vendor concerns, timeline concerns, or if you feel it has not been fully. resolved. We are only as good as the information we have! We utilize 3rd party vendors and are not in control of their processes and procedures. Please make us aware of any vendor concerns so we can address it with them immediately.
This repair is taking too long.
We answer work order calls 100% of the time, within 3 rings. Emergency repairs are scheduled immediately and often resolved the same day. We will provide updates along the way, and vendors will contact you directly to schedule. Delays can occur for several reasons outside of our control. This may include; waiting for parts, waiting for owner approval on a large scale project, waiting for additional bids on large scale projects, scheduling conflicts with vendor and resident, weather for exterior work, etc. It is tough on everyone when repairs drag on and we do our absolute best to make the parts of the process in our control happen rapidly.
Can I complete repairs myself and deduct it from rent?
No, you should not make your own repairs and you should never deduct any amount from your rent, ever. Some minor repairs/troubleshooting should be done by the tenant, such as flipping a breaker or unclogging a toilet. But for the most part, tenants should not take the risk or liability in attempting their own repairs. Since most repairs do require a professional who is licensed, bonded, and insured, please submit your repair needs to SCUDO for scheduling.
Concerns & Issues
I’m upset about something, who should I call?
First, take a deep breath, we’re here to help you. If you are concerned for your safety, suspect criminal activity near your home, or there is a fire/flood/ or blood, please call 911. If you are upset with a neighbor, please note that we are most likely not in management of your neighbors home and cannot contact them on your behalf. If they are breaking city ordinances, please report these infractions to the city. If they are violating HOA codes, please report to the HOA. If you find yourself feeling enraged or with emotions running high please begin with written correspondence outlining your concerns. This not only helps us ensure your issue is documented and recorded, it also helps us get to the heart of the concern, which can sometimes be lost in a phone call when emotions are running high.
Can my parent/neighbor/friend/relative call you about my concerns?
No. We are only allowed to discuss your lease, and the terms of your lease and occupancy with parties listed on the lease. If someone calls on your behalf, we will advise them of the same.
I no longer agree with one of the terms in my lease.
We adhere to our contractual obligations, which includes your lease agreement. The lease is in place to protect all parties’ best interests, and all residents have the opportunity to review the lease and may choose not to sign it. Once signed, we will uphold the terms outlined in the lease agreement throughout the duration of the lease.
I’m going to quit paying my rent until I get the answer I want.
This strategy negatively impacts all parties involved. Refusal or failure to pay rent will result in an eviction.
The owner isn’t agreeing to something I’ve requested, let me talk to them.
We do not share private information with either party. This means we will protect your private information, as well as the property owners. Any special requests you make are submitted to the property owner for approval. We can not force owner approval or denial on any items.
Throughout the lease
Why does SCUDO always ask for written communication?
Written communication creates a clear path of what needs to be done. It presents an audit trail that protects all parties involved. Our staff is generally on the go, out at properties. We can respond much quicker to written communication while out and about then making ourselves available for a call. We also like to respond with all of the proper information available. This can’t be done while out at a property and away from a computer. On leases with multiple residents, it also helps keep all residents on the same page.
There is a fee on my account that I believe is in error.
Please review your lease agreement, where all fees are outlined. If, after reviewing, you feel there has been an error, please submit this form for the fee to be reviewed: https://scudore.com/repair-inspection-charges-dispute-form/
I received notice about a periodic property visit or work order, if I don’t answer, you can’t do it, right?
Wrong. We will make every attempt to contact you as outlined in the lease agreement prior to arrival at your property. We will provide notice to complete periodic property visits, work orders, and allow access to appraisers, insurance companies, realtors, inspectors, etc. Our preference is always to coordinate an appointment at a time that is convenient for you, which requires a response.
How do I find my air filter size?
I didn’t have a pet when I moved in, but I’d like one now, what should I do?
Reach out and let us know you’d like to have a pet and we can request owner approval. If the owner approves a pet, we will need pet screening completed: https://scudore.com/pet-screening/ and a pet agreement signed. You may not move the pet in until you have owner approval, pet screening, a pet agreement signed, and any applicable fees have been submitted.
I locked myself out or lost my keys.
Getting locked out can be a day ruiner, it’s happened to all of us! You may call a locksmith to gain access, or rekey the door at your expense. Please note that if you choose to rekey the door, you must notify SCUDO in writing and provide us with a copy. If it is after hours, you may call your emergency maintenance line contact, and we will coordinate on your behalf, at your expense, but the fees associated with an after hours locksmith may be high.
Why was I provided a notice to vacate, or notice of non renewal?
Decisions to renew or not renew a lease are the property owners. They may or may not disclose to us as a management company why this decision has been made. We have found it is best practice to simply communicate the owner’s decision. The exception to this is when a non-renewal or notice to vacate is issued for a lease violation, or failure to comply with lease terms. In those instances, the violation will be clearly stated, and when possible, a time limit will be provided to rectify the violation.
What is the move out process?
I’m thinking about purchasing a home at some point, is this something you all assist with?
I have a question or concern about my security deposit refund amount.
I have an idea about a service you should offer, or something that I think most renters would find helpful, are you interested?
We have implemented many solutions based on the feedback of our residents, landlords, and from other industry professionals. We are constantly improving and growing, and know that the needs of tomorrow may not look like the needs of yesterday. If there is a service we can provide that would better meet your needs, or a process we can improve, let us know! Is this service or process something that you would be willing to pay for? Would it add tremendous value to your experience, or be a deciding factor in selecting a rental property? Shoot us an email at [email protected] and let us know what awesome ideas you have!