Resident Move-In Frequently Asked Questions

This Frequently Asked Questions (FAQ) guide accompanies the Golden State Property Management (GSPM) Resident Move-In Handbook. It is designed to answer the questions residents ask most often before move-in and during the first few weeks of tenancy, explain GSPM procedures, and help residents understand how to properly care for the property.

Your Lease Agreement, addenda, HOA rules and regulations, property-specific written instructions, and applicable law control if they differ from general information contained in this FAQ.

Before You Move In
Moving In
Rent, Payments & Resident Benefits
Living In & Caring for the Property

Before You Move In

What must I complete before I receive my keys or lockbox code?

Before GSPM can release possession of the property, all applicable move-in requirements must be completed.
• Payment of your required security deposit in full
• Payment of one full month’s rent
• Payment of all other required move-in funds
• Placement of all required utilities in your name
• Proof of active renters insurance
• Golden State Property Management listed as Additional Insured as required by your Lease Agreement
Keys and lockbox access will not be released until all required conditions have been satisfied.

Why does AppFolio show prorated rent when I have to pay a full month before move-in?

This is a common source of confusion. If your tenancy starts on a day other than the 1st of the month, AppFolio may initially display your prorated rent amount as the amount currently due.

Before possession is released, GSPM requires one full month’s rent + your required security deposit + all other required move-in funds.

The move-in funds required before possession are listed in your Application Approval Letter, Lease Agreement, and applicable lease addenda. The amount initially shown in AppFolio does not change those move-in requirements.

When is my prorated rent due?

If you move in on a day other than the 1st of the month, your prorated rent is generally due on the 1st day of the following month. For example, you may pay one full month’s rent before moving in and then pay the prorated amount for your initial partial month on the following 1st. Please refer to your Application Approval Letter and lease documents for the exact amounts that apply to your tenancy.

Can I make multiple payments toward my move-in funds?

Yes. You may make multiple payments toward your required move-in funds as long as all required funds have been received before GSPM releases possession of the property. Partial payment does not allow early key release.

What utilities do I need to put in my name?

Utility requirements vary depending on the property and city. AppFolio will guide you through the required utilities for your specific property during the move-in process. Citizen Home Solutions can also assist you with setting up the required utilities. Internet service is not generally a required move-in utility unless specifically stated in your Lease Agreement or property-specific instructions.

Why can't I access my AppFolio Resident Portal yet?

AppFolio may require you to complete certain move-in steps before full Resident Portal access becomes available. This may include establishing required utilities for the property. Follow the instructions provided through AppFolio and complete all required move-in steps. If you believe everything has been completed and you still cannot access the portal, contact GSPM.

Do I have to use Citizen Home Solutions?

No. Citizen Home Solutions is a free third-party concierge service available to assist with utility setup and other household services. Using the service is optional. You may contact the utility companies directly if you prefer. Regardless of how you establish the utilities, all required utilities must be placed in your name before possession is released.

What renters insurance do I need?

Residents are required to maintain renters insurance with $300,000 of liability coverage, as required by the Lease Agreement.
• The policy is active
• The required liability coverage is in place
• Golden State Property Management is listed as Additional Insured as required
Please do not wait until move-in day to purchase your policy. Failure to provide acceptable proof of insurance may delay possession.

Why does GSPM need to be listed as Additional Insured?

Your Lease Agreement requires GSPM to be listed as Additional Insured on the renters insurance policy. This helps ensure the policy information and liability coverage required by the lease are properly documented. Your insurance provider can usually add GSPM when the policy is created.

What happens if I haven't completed everything by my move-in date?

GSPM cannot release possession until all required move-in conditions have been satisfied. If required funds, utilities, renters insurance, or another required item is incomplete, your key or lockbox release may be delayed. This does not necessarily change the commencement date or other obligations under your Lease Agreement. Please complete your move-in requirements as early as possible so your move-in is not delayed.

Can I get my keys before my scheduled move-in date?

No. Possession is released according to your Lease Agreement and scheduled move-in date after all required move-in conditions have been completed. Receiving keys early may constitute receiving possession early, so GSPM does not release keys simply for convenience before the authorized possession date.

Moving in & Documenting the Property

How will I receive my keys?

In most cases, the keys will be placed in a lockbox at the property. After all move-in requirements have been satisfied, GSPM will provide the applicable access instructions and lockbox code. Some properties may require a different key-release process.

Will someone from GSPM meet me at the property?

Depending on scheduling and the property, you may meet with a GSPM team member on your move-in day. If that does not occur, you will schedule a brief property walkthrough and resident onboarding with a GSPM team member no later than 7 days after move-in. During this meeting, we may review important property systems, maintenance procedures, shutoffs, appliances, parking, HOA information, and other property-specific items.

What is RentCheck?

RentCheck is the electronic move-in condition report provided to you at the beginning of your tenancy. It allows you to document the condition of the property from your perspective, including existing damage, wear, imperfections, or other conditions you believe should be recorded. You can also include photographs.

Why do I need to complete RentCheck if GSPM already performed a walkthrough?

GSPM performs its own move-in walkthrough and photographs the property. RentCheck gives you an additional opportunity to document what you observe when you take possession. The two records work together to help establish the condition of the property at the beginning of your tenancy.

How long do I have to complete RentCheck?

You have 3 days from move-in to complete and submit your RentCheck report. We strongly recommend completing it as soon as possible after receiving possession.

What happens if I don't complete RentCheck within 3 days?

If you do not complete your RentCheck report within the 3-day deadline, GSPM will rely on GSPM’s move-in walkthrough report and GSPM’s move-in photographs as the move-in condition record.

The 3-day deadline should therefore be treated seriously.

What should I photograph during RentCheck?

Photograph anything you believe is important to documenting the property’s condition.
• Flooring
• Walls
• Doors
• Cabinets
• Countertops
• Appliances
• Plumbing fixtures
• Bathrooms
• Windows
• Exterior areas included with the property
• Existing scratches, stains, chips, dents, or other imperfections
When appropriate, take both a wider photograph showing the location and a close-up showing the specific condition.

What if I find damage that is not shown in GSPM's move-in photos?

Document it in RentCheck before your 3-day deadline. Include a clear written description and photographs. If the condition also requires repair, submit a separate maintenance request through your AppFolio Resident Portal. Documenting a condition in RentCheck does not automatically create a maintenance work order.

What if something is not working when I move in?

Submit a maintenance request through your AppFolio Resident Portal as soon as possible. Include a description of the problem, when you noticed it, clear photographs, different angles when helpful, and any troubleshooting already attempted. We make every reasonable effort to complete known maintenance before move-in, but occasionally something can be overlooked or fail unexpectedly.

What if an appliance worked during GSPM's walkthrough but stops working before or after I move in?

Please submit a maintenance request. Appliances, plumbing fixtures, electrical components, and other mechanical systems can fail without warning. An item may work correctly when GSPM performs the move-in walkthrough and fail shortly before or after the resident takes possession. We understand this can be frustrating and ask for your patience while the appropriate repair is coordinated.

Do I need to reserve my move if I live in an HOA?

Possibly. Many HOAs have specific move-in procedures. Some require advance reservations, deposits, moving-company documents, elevator reservations, or other approvals. Some may require approximately two weeks or more advance notice.

Do not schedule your moving company until you understand your HOA’s move-in requirements.

Can an HOA restrict what days or times I move?

Yes. Some HOAs permit moves only during specified hours or on certain days. For example, some communities allow moves only Monday through Friday and prohibit weekend moves. Other HOAs provide limited moving windows during the day. Review the HOA rules before scheduling a moving company.

What insurance does my moving company need?

HOA requirements vary. Many HOAs require professional moving companies to carry approximately $2 million in liability insurance, although the specific HOA requirement controls. Confirm your HOA’s requirements before hiring or scheduling movers.

What happens if my movers damage the property or HOA common areas?

You may be responsible for damage caused during your move, including damage caused by your moving company, family members, friends, guests, or anyone else assisting with the move. This can include damage inside the rental property and damage to elevators, hallways, stairwells, entryways, doors, walls, or other HOA or building common areas. Choose your movers carefully. We recommend working with our preferred moving company.

Should I take photos of elevators, hallways and stairways before moving?

Yes. We strongly recommend it. Before and after your move, consider photographing elevators, hallways, stairways, entryways, walls, doors, and other common areas used during the move. These photographs may help establish whether a claimed condition existed before your move.

Can an HOA tow my vehicle?

Yes. HOAs may tow vehicles that violate their parking rules. This can include improperly parked resident vehicles, guest vehicles, or moving vehicles. GSPM does not control HOA towing enforcement. Residents are responsible for reviewing and complying with parking requirements.

Who should I contact if I have an HOA question?

Please contact Golden State Property Management. GSPM will communicate with the HOA on your behalf when needed and provide information as it becomes available. We manage properties in many different associations and may not know every day-to-day operational rule without confirming it with the HOA. HOA response times can vary and may not always be immediate.

Rent, Payments, & Resident Benefits

When is rent due?

Rent is due on the 1st day of each month, unless your Lease Agreement states otherwise.

Is there a grace period?

Yes. GSPM leases provide a 3-day grace period. Residents should still plan to pay rent on the 1st rather than treating the grace period as the regular payment date.

What is my late fee?

Your specific late fee can be found in Paragraph 4 of your Residential Lease Agreement, under Late Charges and NSF Charges. Late fees vary by property and lease and are generally between 5% and 7%. Always refer to your Lease Agreement for the actual amount that applies to your tenancy.

What payment methods does GSPM accept?

ACH / electronic bank payment
• Check
• Money order
• Online bill pay
• Credit card
• AppFolio Electronic Cash Payments
GSPM does not accept physical cash at our office.

Does GSPM accept cash?

GSPM does not accept physical cash at our office.

Residents who want to pay using cash funds may be able to use AppFolio’s Electronic Cash Payment system at an approved participating payment location.

Is there a fee to pay by ACH?

GSPM currently absorbs the applicable AppFolio ACH transaction fee. Residents are therefore not charged a GSPM transaction fee when paying by ACH through the Resident Portal.

Is there a fee to pay by credit card?

Yes. Third-party credit-card processing fees apply and are the resident’s responsibility. The applicable fee should be displayed before you complete the payment.

What are Electronic Cash Payments? (Available only after tenancy begins)

AppFolio’s Electronic Cash Payment option allows residents to make payments using cash funds at participating retail payment locations after the tenancy begins. Follow the payment instructions provided through AppFolio rather than bringing physical cash to the GSPM office. Third-party transaction fees, limits, or other requirements may apply.

Can I use my bank's online bill-pay service?

Yes. However, many bank bill-pay services issue and mail a physical check. Allow enough processing and mailing time for the payment to arrive when due. The date you instruct your bank to send the payment may not be the date GSPM receives it.

What is Flex Rent?

Flex Rent is a third-party flexible rent-payment option that may be available to eligible residents through AppFolio after move-in. Depending on the program terms, Flex may allow a resident to divide monthly rent into multiple payments. Flex is separate from GSPM. Eligibility, fees, enrollment requirements, and payment terms are established by Flex.

Can I use Flex Rent to pay my move-in funds?

No. Flex is not offered until after a resident moves in. All required move-in funds must be paid before possession is released. Flex does not change GSPM’s move-in payment requirements.

What is the Resident Benefits Package?

The Resident Benefits Package provides residents with a collection of services and benefits designed to make renting easier.
• HVAC filter benefits
• Water filter benefits
• Credit reporting opportunities
• Identity protection
• Resident rewards
• Locksmith lockout assistance
• Other resident services, benefits and rewards
Residents should review their specific Resident Benefits Package information.

How does the locksmith benefit work?

If you are locked out, contact GSPM and follow the Resident Benefits Package procedure for requesting locksmith assistance. The benefit is subject to the terms and limitations of the program.

Do not independently hire a locksmith and assume the cost will be reimbursed. Additionally, residents must provide GSPM with a copy of the new key within 1 business day of the locks being changed.

How many lockout visits are included?

The Resident Benefits Package currently includes one eligible locksmith lockout visit per year of your tenancy, subject to program requirements. Additional lockouts may be the resident’s responsibility.

What are Piñata resident rewards?

Piñata is a resident rewards platform that may be included with your Resident Benefits Package. Eligible residents may be able to earn rewards, access resident offers, and receive other program benefits. We encourage residents to activate their Piñata account and review the available benefits. Program benefits and offers may change over time.

Do I receive HVAC or water filters?

Depending on your property and Resident Benefits Package, HVAC filter and water filter benefits may be included. Not every property uses the same filter type or has the same equipment. Review the information provided with your Resident Benefits Package or contact GSPM if you have questions about your property.

Living in & Caring for the Property

How do I submit a maintenance request?

Routine maintenance requests must be submitted through your AppFolio Resident Portal. Submitting the request through the portal creates a written record and allows our maintenance team to review and coordinate the appropriate response.

What information should I include with a maintenance request?

Provide as much useful information as possible.
• What is happening
• Where the problem is located
• When it started
• Whether it is getting worse
• Any unusual sounds, smells, leaks, or other symptoms
• Troubleshooting you have already attempted
• Clear photographs when applicable
Better information can help us send the correct vendor and may reduce unnecessary delays. Please submit separate work orders for unrelated maintenance problems.

Should I include pictures with my maintenance request?

Yes, whenever possible.
• A photograph showing the entire affected area
• A close-up showing the problem
• Photographs from multiple angles when helpful
Good photographs can help us understand the issue, identify the appropriate vendor, determine urgency, and determine what parts or materials may be needed.

What is considered a maintenance emergency?

Examples of conditions that may require immediate attention include:
• Active uncontrolled water leaks
• Major plumbing backups
• A property-specific loss of electrical power
• Conditions presenting an immediate risk to the property or occupants
• Other conditions that may affect habitability
Not every maintenance problem is an emergency.

If there is an immediate threat to life or personal safety, call 911 first.

What should I do if I have an emergency maintenance issue?

For an urgent property-related issue that is not life-threatening:
1. Call GSPM or the emergency maintenance contact immediately.
2. Submit the issue through your AppFolio Resident Portal so it is documented.
3. Include photos and useful information when it is safe to do so.

If there is an immediate danger to life or personal safety, call 911 first, then notify GSPM as soon as it is safe.

Can I text an emergency maintenance request?

No. The GSPM maintenance number can accept text messages, but emergencies must be called in and should not be texted. A text message can be missed or delayed. You should also submit the issue through the Resident Portal after calling so there is written documentation.

Can I hire my own handyman or contractor?

Not without prior GSPM approval. Residents may not authorize vendors, contractors, handymen, repair companies, or other service providers to perform work at the property without approval from GSPM. All vendors working at the property must meet GSPM requirements, including appropriate licensing and insurance where required. If something needs repair, submit a work order and allow GSPM to coordinate the appropriate vendor.

What should I do if I notice a water leak?

Report it immediately. A small leak can become a significant problem if it continues. If it is safe and you know which valve controls the affected fixture, you may shut off the water while contacting GSPM. For an uncontrolled or significant leak, call GSPM immediately and submit a maintenance request through the portal. Include photographs when possible.

What should I do if I see a black substance or unusual discoloration?

Report what you see through the AppFolio Resident Portal.
• Where it is located
• Approximately how large the area is
• Whether the area appears wet or damp
• Whether there is an active leak or other moisture nearby
You do not need to diagnose or identify the substance. GSPM will determine the appropriate next step.

How often should I clean the property?

There is no single cleaning schedule that works for every home, but the property should be cleaned regularly enough to prevent excessive dirt, grease, soap residue, food debris, mineral buildup, and other accumulation. Do not wait until move-out to perform basic cleaning. Regular cleaning helps protect the surfaces and fixtures in the property.

Can I be charged at move-out because I did not clean regularly?

Potentially. Ordinary wear and tear is expected. However, excessive dirt, buildup, staining, or deterioration caused by a lack of routine cleaning is not automatically ordinary wear and tear.

It is also important to distinguish between ordinary wear and tear and cleaning.

Ordinary wear and tear refers to the gradual deterioration of materials that occurs through normal use over time. Cleaning is different. Dirt, dust, grease, food residue, soap scum, debris inside drawers and cabinets, dirty appliances, dirty window tracks, and similar conditions are generally removable through cleaning and are not considered ordinary wear and tear.

If additional cleaning or repair is reasonably necessary at move-out to return the property to the appropriate move-in level of cleanliness, allowable costs may be charged in accordance with the Lease Agreement and applicable California law.

Why is buildup in tubs and showers important?

A white bathtub or shower surround should generally remain white when routinely cleaned. If soap residue, body oils, minerals, and other buildup are allowed to remain for long periods, surfaces may become pink, brown, orange, dark, or heavily stained. Over time, buildup can become much harder to remove and may contribute to permanent staining or deterioration.

If something is visibly getting dirtier, clean it before the buildup becomes difficult to remove.

Where is my main water shutoff?

The location varies by property. During your first few days in the home, locate the main water shutoff. Most properties have a yellow or red tag identifying the main water shutoff and sprinkler shutoff. If you still cannot locate it, ask the GSPM team member during your property onboarding. Knowing how to quickly stop the water during a major leak can prevent substantial damage.

Where are my sink and toilet shutoff valves?

Toilet shutoff valves are located behind the toilet, and faucet shutoff valves are generally located under the sink. During your first few days, locate the shutoffs for toilets, bathroom sinks, kitchen sinks, and other applicable plumbing fixtures. Do not wait until there is an active leak to look for them.

Where is my gas shutoff?

If your property has natural gas, locate the main gas shutoff during your first few days in the home. Most properties have a yellow or red tag identifying the main gas shutoff. If you still cannot locate it, ask the GSPM team member during your property onboarding.

If You Smell Gas or Suspect a Gas Leak

Leave the property immediately. Do not delay leaving the property to investigate the source of the leak.
• Alert everyone inside and have them leave with you.
• Close the door behind you as you exit if you can do so without delaying your evacuation.
• Move a safe distance away from the building.
• Do not use cell phones, landlines, light switches, appliances, garage door openers, or other electronics while inside or near the suspected leak.
• Do not smoke, light matches or candles, or create any other flame or spark.
• Do not start a vehicle near the suspected leak.
• Do not attempt to locate or repair the leak yourself.
• Once you are safely away from the area, call 911 and PG&E.

If the gas can be safely shut off at the main meter without delaying your evacuation or placing yourself in danger, you may shut it off using the appropriate gas shutoff wrench. Do not attempt to shut off the gas if doing so requires you to remain in or re-enter an area where gas may be present.

Once the gas has been shut off at the meter, do not turn it back on yourself. The gas utility or another qualified professional should inspect the system and restore service.

Should there be a gas shutoff wrench?

A gas shutoff wrench or other appropriate tool should be available for use with the property’s main gas shutoff when applicable. During your first few days in the property, locate the main gas shutoff and confirm that the appropriate wrench or tool is available.

If you cannot locate a gas shutoff wrench or appropriate tool at the property, please contact GSPM so we can address it.

In an emergency, an adjustable 12- to 15-inch pipe wrench or crescent wrench may also be used to operate the gas shutoff valve when appropriate. Do not routinely shut off the main gas supply.

If the gas is shut off at the meter because of a suspected leak or emergency, do not turn it back on yourself. The gas utility or another qualified professional should inspect the system and restore service.

Where is my electrical panel?

Locate the electrical panel during your first few days in the home. The location varies by property and may be inside the home, garage, utility area, on an exterior wall, or in another designated location. Ask GSPM during your property onboarding if you are unable to locate it.

What should I do if a breaker keeps tripping?

A breaker may occasionally trip because of a temporary electrical overload. Residents should avoid overloading electrical circuits. Be particularly careful when operating multiple high-power appliances at the same time, such as:
• Microwaves
• Toaster ovens
• Electric kettles
• Hot pots
• Portable heaters
• Hair dryers
• Other high-power appliances

Depending on the electrical circuits in your home, operating several of these appliances at the same time may overload a circuit and cause the breaker to trip. If a breaker trips, reduce the electrical load by turning off or unplugging some of the devices before safely resetting the breaker.

If the breaker continues to trip after the electrical load has been reduced, stop repeatedly resetting it and submit a maintenance request through your AppFolio Resident Portal.

Repeated tripping can indicate an electrical problem that should be evaluated.

Can I leave furniture or unwanted items at the curb?

No. Furniture, mattresses, appliances, boxes, household items, garbage, and other personal property should never simply be left at the curb before, during, or after the tenancy. Items should only be placed outside as part of a properly scheduled and authorized collection and in accordance with local collection rules. Residents may be responsible for removal costs associated with improperly discarded items.

How do I arrange a bulky-item pickup?

Residents renting single-family homes may be eligible for bulky-item collection through the applicable city or waste provider. Contact your local waste provider to learn what services are available and how to schedule a pickup. GSPM can also provide information regarding preferred hauling companies when needed.

Do not place bulky items at the curb or dispose of them in trash bins until the pickup has been properly scheduled and you understand the collection requirements.

Can I lock my backyard gate if gardening service is included?

You should not lock the gate in a way that prevents the gardening company from accessing areas they are responsible for maintaining. If a side or backyard gate is the gardener’s normal means of access, the gardener must be able to enter during scheduled service. If you need to restrict access temporarily for a legitimate reason, contact GSPM so we can coordinate with the landscaping company.

What happens if the gardener cannot access the yard?

Preventing scheduled landscaping access may violate your Lease Agreement. If landscaping is damaged because the gardening company could not perform required service due to lack of access, you may be responsible for resulting damage or restoration costs when permitted by the Lease Agreement and applicable law.

What should I know if my property has a pool?

Residents should become familiar with:
• Basic pool rules
• Pool service schedule
• Pool equipment
• Required pool safety devices
• Any property-specific responsibilities

Do not adjust or modify pool equipment unless authorized. Do not disable, remove, bypass, or alter pool safety devices.

Can the pool service company show me how the equipment works?

Yes. If you need help understanding the basic operation of the pool system, contact GSPM. We can coordinate with the pool service company when appropriate so they can provide a basic orientation.

What should I do if a pool safety device is not working?

Notify GSPM immediately. Do not disable, remove, bypass, or attempt to modify the safety device yourself. Depending on the property, required safety devices may include fencing, gates, alarms, or other approved safety equipment. Any concern regarding a pool safety device should be treated seriously.

Still Have Questions?

We understand that moving into a new home involves a lot of information. Before contacting our office, please review this FAQ and the Resident Move-In Handbook, as many common move-in and first-month questions are addressed in these documents.

If your question is not answered, please contact Golden State Property Management.

Routine Maintenance

Submit your request through your AppFolio Resident Portal.

Urgent Property-Related Maintenance

Call GSPM or the emergency maintenance contact immediately and also submit the issue through your Resident Portal so the condition is documented.

Life or Safety Emergency

For any immediate threat to life or personal safety, call 911 first.
Thank you for choosing a property managed by Golden State Property Management.