Frequently Asked Questions

Typically, our processing time ranges from 48 to 72 hours. All screenings are performed through AppFolio Property Management Software for verifying landlord/employment/income information and checking credit/criminal history. All applicants are required to apply online. Once we receive a complete application and finish all screenings, we'll promptly email you our decision or notify you if we require further documentation.

Before applying, all interested parties must thoroughly review our Screening Criteria and ensure they meet the pre-qualification requirements, as we cannot issue refunds for application fees. Additionally, any individual aged 18 or older who wishes to reside at the property must submit an application via our website.

Yes, renter’s insurance is required on all new leases. At minimum, we require liability to landlord insurance with coverage up to $100,000. The owner’s insurance policy does not cover your personal property. Being faced with having to replace all your valuables can be a huge financial headache. AppFolio offers renter’s insurance via their FolioGuard product, or your insurance agent can advise you on your coverage options for renter’s insurance. Most policies are very affordable and well worth the expense.

Residents are expected to perform regular minor maintenance tasks such as changing air filters, replacing smoke detector batteries, and ensuring that burned-out light bulbs are replaced promptly. Additionally, residents are also responsible keeping landlord-provided appliances clean and notifying management immediately of any technical issues. For further clarification on resident responsibilities, please consult your Lease and addenda, or contact our office.

To have your request answered as quickly as possible, we recommend submitting a service request via your AppFolio Tenant Portal. Please also include any relevant photos or videos depicting the issue. Once received, our maintenance team will promptly review your request and assign a vendor to assist you. You will then be notified and make scheduling arrangements with our team.  Please note that all service requests must be submitted in writing.

Emergencies include situations such as uncontrollable running water, electrical short circuits, gas odors, fires, smoke, and carbon monoxide presence, as well as anything posing an immediate threat to health that cannot wait until the next business day.

For emergencies related to fire, medical issues, gas leaks, or natural disasters, always dial 911 before contacting our office.

In the event of a property-threatening emergency outside of regular business hours, please call our emergency maintenance hotline.  Please note – this number is designated for after-hours maintenance emergencies only and should not be used for routine maintenance requests.

We offer our residents many convenient ways to pay through AppFolio!

• AppFolio Tenant Portal – Residents can pay recurring and one-time charges (including security deposits!) with eCheck or credit or debit card via their AppFolio Tenant Portal. 
• eCheck - Only eCheck payments from US-based bank accounts are accepted and are normally processed within 10 minutes by AppFolio. You will have been sent an email confirmation if you successfully made a payment. If you did not receive a confirmation email, your payment was not received, and you will need to make their payment again.
• Debit & Credit Card - Credit or debit card payments can be made with Visa, MasterCard, JCB, Diner's Club or Discover branded cards from any country. American Express, gift cards and prepaid cards are not accepted.
• Cash Payments via PaySlips

A non-refundable transaction fee will be applied to the total payment amount depending on method of payment. The transaction fees will be the same for traditional payments and payments made using Apple Pay. 

AppFolio’s fee schedule is currently:

• Credit Card: 3.49% of the total amount per transaction
• Debit Card: $9.99 flat fee per transaction 
• eCheck (ACH): Fees are waived by AppFolio during checkout

Helix does not have access to of your payment or banking information.  All resident payment information is handled exclusively by AppFolio using industry-leading security protocols, including Plaid integration with most major banks.

While we do allow pets at most of our properties, individual property owners establish their own requirements. Please reach out see if your property is pet friendly, and we will inform you as soon as possible if pets would be accepted. A written agreement or modification to your lease agreement is required for any animal temporarily or permanently staying at the property.

Emergencies include situations such as uncontrollable running water, electrical short circuits, gas odors, fires, smoke, and carbon monoxide presence, as well as anything posing an immediate threat to health that cannot wait until the next business day.

For emergencies related to fire, medical issues, gas leaks, or natural disasters, always dial 911 before contacting our office.

In the event of a property-threatening emergency outside of regular business hours, please call our emergency maintenance hotline.  Please note – this number is designated for after-hours maintenance emergencies only and should not be used for routine maintenance requests.