Progress Residential

Resident Guide



W el come Home...................... 04 RESIDENT GUIDEMove InMove-In Inspection........................Hassle-Free Utilities........................ 06 07R esi den t Se rvic es.................. 08Home Care And MaintenanceResponsibilities ...........................Maintenance ............................. 10Safety Reminders.......................... 12HOA..................................... 16 18Lease Options....................... 20 03

WELCOME HOME Welcome Home START MAKING GREAT MEMORIES. They’re more than the keys to your new place. They’re the keys to a happier, more comfortable life. Starting today, you get to enjoy all the perks of having a home, without the responsibility of owning one. What could be better? As you get settled in, this Resident Guide will provide guidance and answer some initial questions you may have. It includes instructions, policies and tips to make your renting experience a great one. Any questions or concerns not addressed here or in your Lease Agreement can be directed to your Property Management team at the number on the next page. RENTPROGRESS.COM 04

Your Local WELCOME HOMEPROPERTY MANAGERS 05 ATLANTA: (404) 596-8381 CHARLOTTE: (704) 230-4922 DALLAS: (469) 906-2875 HOUSTON: (832) 916-2217 INDIANAPOLIS: (317) 559-9955 JACKSONVILLE: (904) 512-1660 LAS VEGAS: (702) 420-7109 MEMPHIS: (901) 235-8165 MIAMI: (954) 960-3610 NASHVILLE: (615) 721-2945 ORLANDO: (407) 205-1130 PHOENIX: (623) 201-8665 RALEIGH: (919) 435-4845 TAMPA: (813) 773-5085 TUCSON: (520) 385-6301

MOVE-IN Move-In UNPACK HAPPINESS. MOVE-IN INSPECTION The move-in inspection is your opportunity to note the condition of your home the day you arrive. It is also used to assess any damages upon move out. The move-in inspection must be reviewed and acknowledged by you as soon as possible after the inspection. You should note any items that would be considered damaged or defective beyond normal wear and tear including all appliances, landscaping and fixtures. Any modifications or alterations you perform to your home require prior written authorization or will result in charges at the time of move-out. CHANGE OF ADDRESS You have a new place —fun! You have to change your address on everything—less fun. Hopefully this will make things easier: Quickly and easily change your address online at usps.com/ChangeAddress‎. Also, don’t forget to notify your important service providers directly: • Banks/credit cards • Pharmacy • Schools • Vehicle registration • Your employer • Insurance06

HASSLE-FREE UTILITIES MOVE-INProgress Residential® partners with Conservice® to provide utility managementservice. This means one less thing to worry about when you move in.NO UTILITY SET-UP OR DEPOSITS Heads up:You are NOT responsible for setting up ANY utilities, because they are ALL in the Your utility bill ishomeowner’s name. This also means no turn on, turn off costs, no credit check and based upon actualconvenient payment options. You are NOT responsible for paying ANY utility deposits, usage—you cannotbecause Progress Residential® has paid all utility deposits and established utilityservices at your property. sign up for an equalizer plan. KeepYour utility payment, which will include all utilities that service your home, will bemailed to you by the 20th of each month, and will be due by the 1st of the following that in mind andmonth. You can pay your utility payment online with your monthly rent. budget accordinglyConservice® charges a one-time initial account set-up fee of $25, as well as a $9.99 for spikes in yourper month administrative fee. These fees may vary by market, so please refer to thefee structure in your Lease Agreement for the specific amounts assessed on your usage due tohome. seasonality.If there is a legal requirement for having utilities in your name, please contact your Property Management officewith a detailed request. NOTE: If you establish a utility service in your name, you will be responsible for the set-up anddeposit charges.Questions about Utilities? Please contact Conservice® at [email protected] or call 844-832-2550 07

RESIDENT SERVICES Resident Services EVERYDAY LIFE. SIMPLIFIED. Your life didn’t just get better, it got easier, too. Register online to do all sorts of things like pay your rent, submit maintenance requests and more. PAYING YOUR RENT We can’t pay your rent for you (sorry), but we can make the whole process easier. Traditional forms of payment are always welcome, but we also offer electronic and automatic payment options so you’ll never have to worry about your rent being late or lost in the mail. PAY RENT ONLINE Why fuss with paper checks? Go to RentProgress.com and click on “Payment Accounts.” Add a credit card and pay online with a $35 convenience fee. 08

BANK ACCOUNT AUTO PAY RESIDENT SERVICESWant your rent to be automatically deducted from your bank account each monthwithout the convenience fee? Simply enter your bank account and routing number andyour rent will be paid on time, every time. Bye, bye late fees.TEXT-TO-PAYPaying your rent with a text message? It doesn’t get any easier than that. You can pay rentdirectly from your phone or tablet when you select “Allow Text (SMS) Notifications” on yourmobile device.PAY RENT BY CHECK, MONEY ORDER OR CASHIER’S CHECKWe happily accept checks of all kinds. Just be sure to send them early so they arrive ontime and you don’t incur late fees. Please make checks out to “Progress Residential®”and mail your payments to: Progress Residential®, P.O. Box 4300, Scottsdale, AZ 85261For assistance logging into RentProgress.com Resident Services, please contact us at [email protected]. 09

HOME CARE AND MAINTENANCE Home Care and Maintenance HOME, SWEET, HOME. Let’s keep it that way, together. It’s the biggest upside of renting: If something major goes wrong, it’s probably not your financial responsibility. That said, you aren’t off the hook entirely. Here’s what to expect as a Progress Residential® resident. WE TAKE CARE OF THE BIG STUFF YOU TAKE CARE OF THE LITTLE STUFF We are responsible for the structural elements and You are responsible for minor repairs and the utility systems serving your home including roof routine upkeep of your home. We appreciate your structure, foundation, water and sewer lines, heating care with a number of things, indoors and out. and ventilation systems, water heaters, electrical We have listed some of the things that are your systems and appliances. If (heaven forbid) something responsibility. For full details, please refer to your goes wrong with any of these systems, call us Lease Agreement. immediately.10

RESIDENT RESPONSIBILITIES: HOME CARE AND MAINTENANCE• Routine pest control: ants, crickets, roaches, spiders, scorpions, bees & wasps, rodents and pigeons• Landscape maintenance, watering, weeding, bush/plant trimming, mowing, blowing/raking leaves, exterior washing and small tree trimming• Winterize the premises by maintaining minimum levels of heat to prevent freezing of water pipes and outdoor spigots, wrapping the outside water main in winter and removing snow and ice.• Repair of minor irrigation issues, drip lines and sprinklers• Replacement of burned out light bulbs, fluorescent tubes, smoke alarm and thermostat batteries• Supply and changing of heating and air conditioning filters at least once every three (3) months• Testing smoke alarms monthly• Maintaining a smoke-free home & premises• Proper disposal of trash, waste, garbage and yard clippings• Mold and Mildew prevention. Report any leaks, HVAC issues, musty odors or discoloration of walls, window frames or ceiling to your local office immediately.• Repair of clogged drains and toilets, except when caused by roots or structural breakdown 11

HOME CARE AND MAINTENANCE MAINTENANCE REQUESTS Minor or Major. Yours or ours. Give us a call. Although minor repairs are your financial responsibility, we will assist you in determining the best course of action to resolve the problem. We can either schedule your maintenance request with one of our skilled service technicians or refer you to a preferred Progress Residential® vendor. If we complete a maintenance request that is considered your financial responsibility, the charges for the repair will be added to your account and must be paid with the following month’s rent. SUBMITTING MAINTENANCE REQUESTS ONLINE If something happens after hours, you can submit your maintenance request online 24/7. Providing as much information as possible in your request helps our service team respond more quickly. You can keep track of the status of your maintenance request online. You may also call your local Property Management office with maintenance requests. Your request will be answered by our friendly customer care center, open Monday through Saturday, 9AM–9PM EST. 12

WHAT IS A MAINTENANCE EMERGENCY? HOME CARE AND MAINTENANCEA maintenance emergency is one that is dangerous, threatens the habitability of the home or could cause 13damage to the property. Emergencies include: Electrical: sparking, fire, smoke, overheated fixtures Fire: Please call 911 immediately, then contact your Property Manager Lack of Heat: ONLY if it poses a health risk Lack of Air Conditioning: ONLY if it poses a health risk Heavy Structural Damage: roof, foundation or walls Plumbing: Flooding or stoppage of drains due to roots or breakdown of fixtures not caused by Resident Emergencies must be reported immediately to your local property manager.

HOME CARE AND MAINTENANCE PERMISSION TO ENTER For your convenience, we can perform maintenance requests even when you are not home. When you submit a service request, you will be asked to provide permission to enter so that we can perform the work in your absence. Simply leave the keys in the lockbox that is located on the side of your house. PREVENTATIVE MAINTENANCE Periodically, Progress Residential® will be performing preventative maintenance inspections to evaluate the operational and structural condition of your home. This will include but is not limited to: HVAC units, water heaters, appliances, smoke detectors and roofing We will notify you in advance of scheduled preventative maintenance. POOLS (IF APPLICABLE) Have a pool? Lucky you. Your swimming pool or water feature will be maintained and serviced by our professional pool service provider. This maintenance will occur once per week to ensure proper filtration and chemical balance, as well as general cleanliness. You should maintain your pool in between service dates by skimming the surface and regularly emptying skimmer baskets. Also, please remove any flotation devices or pool toys after using the pool. We ask that you please do not add any chemicals to the pool or adjust any settings on the filtration system including (but not limited to) valve adjustment, timer adjustment, opening pump covers, opening filters etc. Please contact your Property Manager with all pool maintenance or service needs. Immediately notify your Property Manager of any conditions affecting the pool safety fencing or any enclosure screens, gates or barriers relating to the pool. Do not remove, alter, destroy, damage, or otherwise modify any pool safety fencing, enclosure screens, gates, or barriers. Always watch your children around water. 14



HOME CARE AND MAINTENANCE SAFETY REMINDERS Home is a place to relax and make special memories. Keep it safe and stress free by preventing accidents and injuries before they happen. WATER SAFETY • Never modify or disable pool safety fencing, gates and enclosures. • Watch kids when they are in or around water. Keep young children within reach of an adult. • Empty all tubs, buckets, and containers immediately after use. Store them upside down so they don’t collect water. • Know what to do in an emergency. Learning CPR and basic water rescue skills may help save a life. FIRE SAFETY • Purchase a fire extinguisher and familiarize your family with its location and use • Stay attentive while cooking and never store items in the stove • Test the smoke detectors in your home each month • Space heaters, candles, turkey fryers and BBQ grills pose a high risk for fire or injury. Always observe the manufacturer’s instructions for safe use. • Camp fires and bonfires are not permitted 16

WINDOW HAZARDS HOME CARE AND MAINTENANCE • Keep windows locked to prevent falls • Keep furniture or other climbing hazards away from windows, decks and balconies • Don’t rely on screens as barriers to falling from open windows. • Window blind cords can be a strangulation hazard for children. Keep cords as short as possible and ends separated. POISONS • Keep poisons, like cleaning and laundry supplies as well as medications out of the reach of children. • Poison control number: (800) 222-1222RENTERS INSURANCEWe want you to protect yourself—and your stuff. That’s why Progress Residential® requires proof of renters insurancereflecting $100,000 in liability coverage. This is required at the time of move in. You may purchase renters insurancethrough our provider, use your own carrier or opt out. If you do not have proof of coverage, you will pay a monthly optout fee. For more information, go to EffectiveCoverage.com or call 800-892-4308. 17

HOME CARE AND MAINTENANCE HOMEOWNERS ASSOCIATIONS Many Progress Residential® homes are located in communities with Homeowners Associations (HOAs). HOAs are designed to improve the appearance and safety of neighborhoods. Whether you are new to an HOA or have lived in one for years, here are a few tips: READ YOUR GOVERNING DOCUMENTS When you signed your lease, you were given a copy of the community’s Covenant, Conditions, & Restrictions (CC&Rs). Please be sure to review them for an overview of your responsibilities while living with an HOA. BE A GREAT NEIGHBOR Life is so much nicer when we all get along. Do your part by respecting your neighbors and their property. They’ll appreciate it. And so will the HOA. COMPLIANCE The HOA governing documents have rules that ensure everyone contributes to the positive enjoyment of the neighborhood by doing things like taking in trash cans promptly, keeping noise at a minimum, etc. To avoid HOA fines, which will be passed directly to you, please abide by these rules. 18

Exterior and Landscape Maintenance – Keep your yard looking nice. Your neighbors are being held to HOME CARE AND MAINTENANCEthe same standards. • Mow grass frequently • Remove weeds and use weed killer throughout the year to discourage new weed growth • Trim bushes and trees • Power wash your home’s exterior to prevent mildew and keep the home looking newTrash – Store trash containers out of view on non-collection days and remove any trash and/or debrison the property frequently.Neighborhood Disturbances – Avoid creating any sorts of noise disturbances. These can come in manyforms: loud noises, late night noises, loud automobiles, barking dogs, unsupervised children, etc.Vehicles (auto, motorcycle, RV, watercraft, etc.) – Your HOA may prohibit: • Parking on the street • Parking of commercial vehicles • Storing trailers in view • Storing watercraft in view • Parking vehicles in landscaped areasThese are just a few of the most common violations that can result in warning letters and fines, which may 19be charged to your account per your lease. If you have any questions please contact your local PropertyManagement office.

LEASE OPTIONS Lease Options RENEW OR TRANSFER Time flies when you are enjoying your Progress Residential® home and before you realize it, your lease is expiring. Our team will reach out to you with options for renewing your lease. You will not have to re-qualify or re-apply to continue your residency, but don’t wait too long to renew your lease or you may incur month-to-month charges. Need more space? Call your Property Manager to learn about transferring to another Progress Residential® home. MOVING? Goodbyes are hard. So is moving. To make sure your move out goes seamlessly, here’s what you need to do: • Provide written notice of your intent to vacate.* Be sure to provide adequate notice per the terms of your Lease Agreement. • Provide us with your forwarding address. We will mail your final statement to the forwarding address that you provide. • Schedule the Pre-Move Out walk through • Schedule the Move Out inspection *Your Progress Residential® home will be marketed as “coming soon” upon receipt of your intent to vacate. 20

PRE-MOVE OUT PREPARATION LEASE OPTIONSWe will schedule a home walk through to help you prepare for move out. A Progress Residential® team memberwill meet you in your home and go over everything you need to do before you go, so you can avoid unnecessarymove out charges. If we are unable to schedule a time to meet, leave the keys in the lock box and we willconduct the home walk through in your absence. For more details regarding move-out, please refer to your LeaseAgreement.MOVE OUTOnce you have moved out, a Progress Residential® team member will inspect the home to assess any damagesby comparing the condition noted on the move-in inspection to the condition at the time of move out. Werecommend doing this together, but you may also leave the keys in the lock box and notify us that you have movedout. During the move out inspection, our team will be able to indicate damages or conditions that will result inmove out charges, but we will not be able to estimate or assess charges at this time. Once any services, repairsor parts needed to restore the home to its original condition have been contracted or ordered, the actual chargesare assessed and posted to your account. The final statement and any applicable security deposit refund will bemailed to your forwarding address. 21

RESIDENT GUIDE SATISFACTION SURVEYS Please tell us before you tell the world. We want to make it right. Our team is always striving to improve and your feedback helps us do that. We will be requesting feedback through a third-party survey company, Satisfacts. The surveys are sent via e-mail. Please provide us with your current e-mail address. Survey responses are kept anonymous and are strictly used to improve our service. You may also contact us at any time via email at [email protected]. If you would like to recognize a Progress Residential employee for his/her excellent service, email us at [email protected]. 22



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