Tenant FAQ

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Tenant FAQ

Tenant Frequently Asked Questions

What type of payment is acceptable for your first month’s rent?

Utopia Management accepts Money Orders or Cashier’s Check ONLY for your deposit and 1st month’s rent. Cashier’s checks can obtained at local banks and credit unions. Money Orders are typically sold by third parties such as the united states postal service, grocery stores and convenience stores.

Scammers like to steal our advertising and create fake ads with our photos!!

If they are asking for personally information like social security numbers, ask to wire money, price is to good to be true, if the property is listed as Utopia Management, but you are communicating with someone outside our organization, a different email address that is not utopiamanagement.com, its all part of the scammers way of taking your money.

Who has to be listed on Utopia Management’s rental agreement?

All persons 18 years or older that will be living in the residence. If the property requires co-signers they will also be added to the rental agreement.

What is considered a maintenance emergency and who do I contact?

Any immediate threat to life or property is considered a maintenance emergency. Please call (858) 598-1111 during business hours and listen for the Emergency prompt during non-business hours using (858) 598-1111. Fire and smell of Gas, immediately call 911.

Who do I call if I smell natural gas in my home?

Should Tenant believe any electrical or gas equipment may create a hazard, including gas leaks, or otherwise be unsafe, Tenant shall immediately contact the local utility company to inform them of the potential hazard.

Who should I contact if I need a repair done where I’m living?

Please submit a maintenance request through your Tenant Portal located on the Utopia website.

How long is the turnaround time to hear back for a maintenance request I have submitted?

Within 24 hours Monday- Friday 9am-5pm, you should receive acknowledgement of request. Any requests submitted on the weekends will be returned on Monday. Typically this is emailed with a receipt. This does not necessarily mean the repair work has been scheduled. Please return the call when a vendor tries to schedule with you.

Who do I call if I lost the keys to my home?

During business hours, if Tenant chooses to request Utopia’s assistance and if Utopia has a copy or replacement Keys, Utopia will require that Tenant pay Utopia $5 for each key requested in advance for the cost of obtaining new keys. If locked out after hours, please call a locksmith at your expense.

What should I do if I need to change my locks?

Tenant agrees not to make alterations to the Property without Landlords prior written consent. Such alterations include without limitation painting, wallpapering, adding security systems or changing locks.

Where do I pick up keys to my property?

Please call your Property Manager to set up a key pick up time at our office Monday-Friday 9am-5pm.

How/When do I turn in my keys upon move out?

Keys, as defined in section 2.2, must be returned to Utopia’s office for termination of tenancy to be effective, and for the effective delivery of possession of the Property.

What should I do if I want to paint or make changes to my unit?

Tenant agrees not to make alterations to the Property without Landlords prior written consent. Such alterations include without limitation; painting, wallpapering, adding security systems or changing locks.

Can we install an alarm?

Tenant agrees not to make alterations to the Property without Landlords prior written consent. Such alterations include without limitation painting, wallpapering, adding security systems or changing locks. Tenant and Landlord agree that any unauthorized alterations can constitute damage to the premises and/or any associated personal property and/or appurtenances.

Can someone do a walk-through of my new property with me so I can see how everything works?

Utopia doesn’t provide post move in walk-throughs. If you have questions regarding how something operates, please contact your management team. If the question regards utilities or appliances, please contact your local utility company to request an appointment.

What day is trash day?

Please contact your local trash utility company.

How do I reset a garbage disposal?

Most garbage disposals have a reset button or Allen adjustment located under the canister. Try to press this button to reset the garbage disposal before calling for maintenance. An Allen wrench to rotate the blade if something has become lodged is needed to reset others. Please make sure to keep your hands out of the garbage disposal at all times and the breaker is off for the disposal.

What is a GFI Switch, and how do you reset it?

GFI outlets are usually placed by sinks, bathtubs, hot tubs, spas, Jacuzzis or water sources in homes that need an electrical outlet within six feet of the source. If the GFI is tripped, you can lose power to a whole room or part of the house. You can reset the GFI to restore power. The GFI outlet has a test button and a reset button. If the outlet is working correctly, you can press the test button and the outlet will be shut down until you press the reset button. The test button should be tested monthly to insure it is working correctly. The outlet should be tested monthly to ensure proper operation.

Does the house come with pest control?

If Tenant fails to maintain the Property in a clean and decent manner or causes an infestation of pests, Tenant is responsible for eradication of such pests, bugs, etc. (i.e. ants, fleas, roaches, rodents).

What do I do with the past tenants mail?

Mark “Return to Sender” and place back in the mailbox for mail carrier to pick up.

How do I set up my account online?

Please call Utopia and submit a valid email address. We will be happy to send you a Tenant Portal activation link.

What if I have two properties, can I pay rent online for both properties?

Your options are to either set up autopay through your bank, or set up two emails, each assigned to the individual property to access through the Tenant Portal.

Can I break my rental payment in two installments?

Yes, set one up through your bank to be auto paid to your account and the balance paid manually either online, mailed or dropped off on or by the first of the month. If payment is not received in full and on time, Tenant(s) are subject to 7% late fee on the whole amount of rent.

I need help resetting my tenant portal password, how do I do that?

When attempting to log in the Tenant Portal from the Utopia website, there is a “Forgot your Password” link.

Why have I not received a tenant statement?

Before calling, please check your Spam and Junk folder. Please call or email your Property Manager with your email address.

Do I get a statement for my rent if I don’t have an e-mail address?


How do I pay and when is my rent considered late? Why did I get charged a late fee? What is the charge if my rent is late?

Good funds in the amount of the Rent shall be delivered to Utopia on or before the first (1st) day of each month with the options of autopay set up through your tenant portal, mailed check to Utopia Management, 7-11 pay program, credit card (additional fee) or drop box located at corporate office. . Tenant shall therefore pay Landlord as Additional Rent, the sum of SEVEN PERCENT (7%) of the current monthly rental rate for each Late Payment.

Can I pay with a credit card over the phone?

No, but you can pay via credit card using the online Tenant Portal for an additional fee

How do I dispute a late charge?

If you believe a late charge was charged in error on your account, please send a written request to review your account to:
Utopia Management c/o Late Charge Review 4617 Ruffner Street, San Diego, CA 92111.
A written response to your request will be sent to you after your account has be reviewed. Note: Managers do not have the authority to waive your late charge.

What do I do if I want to get a pet?

No pet shall be kept on or about the Property without Landlords prior written consent in the form of a Pet Agreement Addendum, which upon execution by Tenant and Landlord, is incorporated herein by this reference.

What happens if my pet dies in the middle of my lease?

Tenant agrees Tenant is acquiring a right to have the number of pets listed above at the Property, pursuant to the terms of this Pet Addendum. Further, this right shall be paid until tenancy is terminated. (Example: If your pet dies during your tenancy, the fee and the right to have a pet will continue.)

What do I do if I decide to adopt another pet during the middle of my lease?

No pet shall be kept on or about the Property without Landlords prior written consent in the form of a Pet Agreement Addendum, which upon execution by Tenant and Landlord, is incorporated herein by this reference.

How do I add or remove someone from my lease?

Please refer to section #4.6 in your lease.

What if my spouse receives orders from the military for a permanent change of duty station?

Your spouse’s orders apply to you and any additional dependents that occupy the property. The terms of the Lease will take place as outlined in the Serviceman’s Civil Relief Act.

How do I obtain a copy of my credit report?

AppFolio, Inc. 50 Castilian Dr. Santa Barbara, CA 93117 Toll free: (866) 359-3630
For information on how to obtain a copy of your report or file a dispute, please visit: www.appfolio.com/consumer.

Who is my property manager/agent now?

Please call the Utopia office. Our receptionists assist you with that information.

Can I start my move in a day early? Maybe even into the garage?

This is property specific and requested by the Property Manager for Owners approval.

Why do I need renters insurance?

Tenants need to acquire renter insurance to cover many liabilities that they are exposed to. Renters are responsible for everything that happens inside their rental unit or on their rented property. Here are some examples of why you should have renters insurance. A flood destroys all your personal property. A neighbor throws a ball through your window. A criminal steals your personal belongings. A fire burns down your unit. A friend hurts themselves in your property and sues you. For additional questions, please email Kaitlin Carroll at [email protected] or call (858)-598-1111.

Why has my rent increased? Why has no one told me or sent a letter stating this?

Please refer to section #1.4 in your lease.

How much notice is needed to renew or terminate my lease?

Upon expiration of the initial term, the tenancy shall automatically renew for succeeding one year periods with a five percent (5%) increased rental rate over the previous rental period, unless written notice of termination is delivered by landlord to tenant or tenant to landlord at least thirty (30) calendar days but no more than ninety (90) calendar days before the expiration of that term.

How do I terminate my lease early?

Please refer to section #1.5 in your lease.

How much will I be charged to terminate my lease early?

Please refer to section #4.6 in your lease.

What is considered normal wear and tear?

Please refer to section #1.9 in your lease.

Can I be there when the property manager does the final inspection on my property?

Please refer to the Tenant Notice of Rights to Inspection prior to move-out you received in the mail.

How long does it take to get my security deposit back?

Landlord shall, no later than 21 calendar days after the Tenant has vacated the Property, furnish the Tenant with an itemized written statement of the basis for, and the amount of, any Security Deposit received and disposition of the Security Deposit, and shall return any remaining portion of the security to the Tenant.

What do I need to do to get my security deposit back in full? Why hasn’t my deposit been returned to me in full?

Tenant agrees to return possession of the Property to Landlord upon termination of the tenancy in the same condition as received, normal wear and tear accepted. Professional cleaning is required to return the property to the same level of cleanliness when tenant took possession of the property. Tenant agreed per lease section #1.8, Landlord may charge against the Security Deposit to reimburse Landlord for costs associated with processing a new tenant for the advance payment of Rent, to compensate Landlord for any and all Tenant’s default in the payment of Rent or Additional Rent, to repair damages to the Property as of the Commencement Date.

How do I complete and turn in my move in inspection form?

Utopia’s Move-in/ Move-out report documents the condition of the home upon pre move-in. It is the Tenant’s responsibility within the first 10 days of tenancy to cross check and report additional pre-existing problems not noted or possibly missed during the inspection.

My property is advertised that water and sewage are paid for, how come I still have to sign a section of the rental agreement stating that I will pay ALL utilities?

Your signed Lease is a blanket Lease that applies to all properties Utopia Management rents. These utility charges are subject to change with proper notice.

What if the owner of my property decides he/she wants to sell my property?

To exercise Owners Option, Owner must deliver written notice to Tenant of exercising Owners Option with a conformed copy of the fully executed Listing Agreement at least thirty (30) days prior to the eventual termination date.

Who retains the tenant’s security deposit?

The owner of the property retains the security deposit and is responsible for the return of the security deposit to the tenant, which may or may not be facilitated by Utopia Management.

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