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.

Learn more about how we handle deposits here.

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 at 1-877-236-2928.  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.

There is not a way to cancel an online payment through AppFolio or through the Online Portal once it has been submitted. You would need to wait for the payment to process or contact your card or bank institution directly to see what measures can be taken.

We do not allow early termination options.  If you would prefer a shorter-term lease with additional flexibility, we are happy to discuss modifications to rental rate and term prior to drafting a lease agreement.

A lease is a legally binding agreement.  By signing such an agreement, you are obligated to make all rent payments for the duration of the contract.  If you must break your agreement, you may be subject to penalties, including an early termination fee and forfeit of your security deposit, and costs associated with marketing and re-letting the premises.

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 at 1-877-236-2928.  Please note – this number is designated for after-hours maintenance emergencies only and should not be used for routine maintenance requests.

After your lease is signed, a Helix team member will reach out to help facilitate the move-in process.  As part of this process, you will –

Inspect your apartment and get your keys;

You will perform a move-in inspection with someone from the Helix team.  We will your unit and examine everything to make sure it is in good working order.  If we see any problems, we will note them on our inspection checklist and mark them for immediate repair.  You will also get your keys at this time.

Set up your AppFolio Tenant Portal;

If you signed your lease electronically, you will have been prompted to complete setup of your AppFolio Tenant Portal.  If you have not received a portal activation invite, please contact our office.

Once you have received the invitation, please follow all steps to make sure you have properly activated your portal.  The AppFolio Tenant Portal will be your primary method of paying rent, submitting maintenance requests, and communicating with the Helix team.

Set up your utilities;

Before moving in, it’s crucial to get your utilities set up!  While the property owner will often take care of water and sewer charges, it is usually the resident’s responsibility to set up electricity and gas.  Please be sure to ahead of time, and refer to your lease agreement for more specifics.

Review internet providers;

While some of our buildings have community internet solutions, many do not.  It is important to review your options prior to move-in given the variety of providers available in our service areas.

Get renter’s insurance;

All of our leases require renter’s insurance, as well as liability to landlord insurance (which can get folded into your renter’s coverage).  There are many affordable options out there -- a small investment to protect your belongings and provide you with peace of mind!

And, finally, familiarize yourself with our community guidelines.

All residents are presented with a set of house rules either in their leases or when Helix takes over management of a property.  Please refer to these house rules to better understand the do’s and don’ts and ensure a harmonious living environment for all our residents.

30-Day notice is required.

We require 30-day notice (after expiration of your initial lease term) in order to vacate your unit.  The request should be submitted via the AppFolio Tenant Portal under the Contact Us page.  

If you do not receive acknowledgement of your request within two business days, please email info@helixrem.com immediately.

A move-out inspection is required, but you do not need to be present.

When you deliver possession of the property (return keys to one of our team members), you have acknowledged the completion of your efforts to make the property ready for inspection.  You may choose to be present during the move-out inspection or let someone from our team handle it independently. Move-out inspections requiring accompaniment must be scheduled during regular business hours. You will be notified of the results of the inspection when you receive your security deposit disposition.

Can I use my security deposit to pay the last month’s rent?

No, your deposit can only be used for move-out fees and repair deductions, if necessary.

How will my security deposit be returned to me?

When submitting your move-out request via AppFolio, you will be given the option to have your security deposit refunded electronically.  If you are already making payments online, you can now consent to Helix using this saved bank information without having to re-enter it. These options will appear on the your Notice to Vacate form as well as the Finalize Move Out form.  Should you prefer a traditional check, we are able to remit checks via Bill Pay with estimated mail time of 7-10 business days.  

If you have returned all keys and remotes and provided a forwarding address and we have all invoices from vendors, we will process deposit returns within 21 days of your move-out.