Frequently Asked Questions

No, we do not charge any onboarding or setup fees when you hire us as your property manager. We will collect all necessary documentation related to you as the owner, your rental property, and tenants, and integrate it into our system. Both you and your tenants will also be able to activate your online portals at no cost.

• 10% of gross rent for a single-family home rental property.
• 8% of gross rent for 5 or more single-family home rental properties.
• 7% of gross rent for multi-family properties of 5 or more units all located at one address.
• Fees for large multi-family properties will be determined on a case-by-case basis.

The services covered under the monthly management fee are:

1. Rent Collection: Ensuring timely rent collection and addressing any issues related to payments.
2. Maintenance Coordination: Providing a 24/7 maintenance line for residents, arranging repairs, coordinating with contractors, and overseeing maintenance tasks.
3. Resident Communication: Serving as a point of contact for tenants, addressing concerns, handling inquiries, and providing residents with an online portal for rent payments, maintenance requests, and access to their ledgers.
4. Financial Reporting: Offering regular reports on the property’s financial performance, including income and expenses, along with monthly owner reports and end-of-year summaries.
5. Legal compliance: Monitoring that your property stays compliant with local, state, and federal regulations, and that tenants adhere to lease terms.
6. Owner Communication/Representation: Providing an online portal for owners to access up-to-date information about their properties, acting as the owner’s resident agent, and providing mail services.

If Astoria Charm is overseeing the unit turnover or placing a tenant for you, there will be no management fee while the property is vacant. However, if we are not providing either of these services, a small monthly fee per unit will apply to cover the costs of software, continued accounting functions, legal compliance, utility management, as well as ongoing operational and administrative support.

We charge 100% of the first full month’s rent (with a minimum fee of $1,000) to place a qualified tenant in your unit. This fee covers the following services:

• In-depth Rental Analysis: We conduct a thorough market analysis to ensure your unit is listed at the most competitive rental price.
• Professional Photos and Videos: High-quality photos and videos will be taken of your unit for marketing purposes.
• Online Marketing and Advertising: Your listing will be posted on major rental websites and shared across social media platforms to maximize exposure.
• In-Person Showings: All property showings will be conducted by our leasing agents, ensuring a professional experience for potential tenants.
• Tenant Screening: We screen all applicants on a first-come, first-served basis, including a credit check, rental history, criminal background check, income verification, and references from 1 or 2 previous landlords. We also facilitate tenancy approval for subsidized housing programs such as Section 8.
• Lease Preparation and Signing: We will prepare and sign a 1- or 2-year lease with the qualified tenant.

Yes, we will conduct a comprehensive rental analysis on your unit and compare it to similar properties in the area, considering factors like property size, condition, location, and current market trends to determine the optimal market rent. However, if you have a specific rental price in mind, we can certainly try listing it at that amount and monitor the response. If needed, we will provide feedback and suggest a price adjustment based on the level of interest and market activity.

We market your property through multiple online channels, including major listing sites, social media platforms, and our own website. We also use high-quality photos, videos and detailed descriptions to attract potential tenants.

Yes, we only conduct in person showings and will not rent a unit to someone who has not come to see it in person. This protects your property from any unscrupulous individuals and ensures that prospective tenants have a clear understanding of what they are renting before signing a lease.

We screen tenants thoroughly by conducting background checks, credit checks, rental history verification, employment verification and speak to at least 1 or 2 previous landlords to ensure we find reliable, responsible tenants for your property.

We use a highly thorough and precise process to verify an applicant’s income, ensuring accuracy at every step. Applicants log into their bank accounts securely via Plaid, a trusted financial technology platform. This integration allows our advanced verification software to pull live, real-time data directly from the applicant’s bank account, generating a detailed transaction report that provides up-to-date information on income and financial activity. In addition to reviewing these bank transactions, we meticulously verify pay stubs, cross-checking the details for accuracy. For applicants whose employers are registered with the Work Number system, we also confirm employment and income information directly through that platform. This comprehensive, multi-step process guarantees that the income verification we provide is not only reliable but also precise and current.

On average, a unit can be rented within 30 days or less. While some units rent quickly, others may take the full 30 days, depending on market conditions and the property’s appeal.

Yes, we do allow pets. All pets are subject to a screening process, and a pet deposit, along with monthly pet rent, will be determined. Vaccination records are required as part of the process. Emotional support or service animals are exempt from pet rent, but a doctor’s letter is required for verification.

We provide multiple ways for tenants to reach us and manage their needs. Tenants can contact the office via phone, text, or email. Additionally, they have access to a 24/7 maintenance line for emergency repairs, which they can call or text.

Every tenant is also given access to an online portal where they can:

• Pay rent
• Submit maintenance requests
• View their payment ledger
• Communicate directly with the office staff

This system ensures tenants have easy and convenient access to the services they need, anytime.

We believe it is best practice to make all reasonable repairs to a unit because we understand that maintenance issues are one of the leading reasons tenants leave rental properties. Delayed or inadequate maintenance can lead to vacancies, resulting in lost rent and higher turnover costs. Studies in property management consistently show that timely repairs are crucial for tenant retention, and vacancies are one of the biggest financial drains on property owners. By taking a proactive approach to maintenance, we help prevent more expensive repairs in the future while ensuring tenant satisfaction.

When applicable, we hold tenants responsible for damages they cause. Additionally, we avoid making cosmetic repairs for tenants who are vacating or under eviction, particularly if those repairs will likely need to be addressed again once the tenant moves out. We will always handle emergency and safety-related repairs promptly, regardless of the tenant’s occupancy status. Our goal is to maintain the property, keep tenants happy, and protect owners from unnecessary costs related to vacancies.

We offer a 24/7 maintenance line for all residents. Residents can submit maintenance requests via call, text, or through their online portal, along with any relevant pictures or videos of the issue. Our team first troubleshoots over the phone to determine whether the issue can be resolved by the resident and to assess whether it qualifies as an emergency. For emergencies that require immediate attention, a technician is dispatched right away. Emergencies that can be contained will be addressed within 12 hours of reporting.

Non-emergency requests are typically completed within 72 hours. We maintain detailed records of all requests, including responses and repairs, with before-and-after photos. Additionally, once a work order is completed, tenants are asked to complete a survey to help us monitor and improve our maintenance services.

Yes, there is a reserve requirement. The reserve amounts are as follows:

• 1–3 Single Family Homes: $500 per unit

• 4–9 Single Family Homes: $400 per unit

• 10+ Single Family Homes: $300 per unit

• Multifamily (4+ units): To be determined on a case-by-case basis

The reserve funds remain on your property and are your money. These funds are designated for use in case of an emergency to cover any necessary bills or maintenance for your units. If the reserve balance is used, we require property owners to replenish it. Alternatively, we may withhold rental income to cover the reserve amount.

Rent is due on the 1st of each month, as outlined in all of our leases. We offer several convenient payment options for tenants, with our preferred method being payments via the online portal using either auto ACH or credit card. Other available options include money orders, certified checks, ATM deposit-only cards, and the Pay Slip system at local stores.

Late fees are applied to all accounts with outstanding balances starting on the 11th of the month. For tenants who fail to pay rent, we initiate the necessary proceedings promptly each month. Additionally, we conduct weekly courtesy phone calls and follow- up text messages for all delinquent tenants, ensuring timely payments and keeping delinquency rates low.

If your property is vacant, we will work quickly to turn the unit for you to make it rent ready again, market it, screen potential tenants, and secure a new lease. We also provide advice on improving your property’s appeal to attract high-quality tenants.

Owner payments are typically issued around the 15th of each month via electronic ACH transfer. When you sign the management agreement, we will provide you with an ACH form to complete. You will also receive an email notification each month when the payment is disbursed.

Each month, we send an owner statement and a cash flow report. The cash flow report provides an income and expense summary in an Excel-style format. The owner statement includes opening and ending balances, along with detailed descriptions of all income and expenses.

If you require additional reports, our management software, AppFolio, can generate custom reports upon request. Just let us know what you need, and we’ll be happy to provide them.

The Astoria Charm Property Management Team is composed of experienced property managers with a combined 50+ years in the property management industry. Our team is highly educated, reputable, and well-versed in the Baltimore rental market. With years of experience, we are equipped to professionally manage your property and maximize your investment’s potential.

As of June of 2026, Astoria Charm manages 500+ units across Baltimore City and Baltimore County. Our portfolio primarily consists of residential real estate, including single-family homes and small multifamily properties (duplexes, triplexes, and quadplexes, as well as properties with up to 25 units in one location). We also manage a few mixed-use properties and small commercial spaces, such as offices and businesses. Our tenants include both market-rate and voucher program participants.

In Maryland, there is no state licensing requirement or official certification for property management companies.

However, Astoria Charm Property Management is an active member of NARPM (National Association of Residential Property Managers) and a preferred vendor on the Maryland Investors Network, a Facebook group with over 25,000 real estate investors in the Maryland area. We are also listed on the Better Business Bureau (BBB) with an A+ rating.

Our owners are members of NAR (National Association of Realtors), GBBR (Greater Baltimore Board of Realtors), and IREM (Institute of Real Estate Management).

Of our two owners, one is a licensed real estate broker, and the other holds a Certified Property Manager (CPM) designation from IREM, as well as a contractor’s MHIC license.

Yes

Yes, all property owners are required to have property insurance and must list Astoria Charm as additional insured. Your insurance agent will be familiar with this requirement, and many policies already cover property managers by default.

All tenants are required to have renters’ insurance. Additionally, we offer residents the option to opt into our renter’s insurance program for added convenience.

Yes. We use a software called AppFolio and all tenants have a resident portal, and owners have an owner portal.

One of our owners is a real estate broker. We have a list of lawyers we work with for varies different legal matters related to real estate and property management.

We stay updated on local, state, and federal laws regarding rental properties, including tenant rights, fair housing laws, and health and safety regulations. We ensure your property is always in compliance with these laws to avoid any legal issues.

Tenant Placement Guarantee: If we place a tenant, manage the property, and the tenant needs to be evicted due to missed rent payments within the first 6 months of the lease, we will place a new tenant for free.

Happiness Guarantee: You can cancel the property management agreement at any time, with no penalties or cancellation fees—no questions asked.

Astoria Charm manages 500+ units across Baltimore City and Baltimore County (as of June 2026), is BBB Accredited A+ since 2020, and is licensed by the Maryland Real Estate Commission (#5001402). Founded in 2018 by real estate investors, for real estate investors. Beyond credentials, here’s what sets us apart day-to-day:

1. No Onboarding Fees: Unlike many companies that charge fees to set you up in their system, we don’t! Our onboarding process includes a property inspection, verifying county and state-required property registrations and licensing, onboarding owner, property, and tenant information, activating your AppFolio online portal, and transferring subsidized housing (Section 8 / Housing Choice Voucher) payments (if applicable).
2. No Cancellation Fees: Many property management companies charge cancellation fees if you decide to end services mid-contract. We don’t! You can cancel anytime, with no penalties or contract buyouts—no questions asked.
3. Veterans & First Responder Discount: We offer reduced management fees as a thank you for service. U.S. military veterans, active-duty service members, and first responders (police, fire, EMS) pay 8% of gross rent for 1–4 properties (standard rate: 10%) and 7% for 5+ properties (standard rate: 8%).
4. Leasing Guarantee: If we place a tenant, manage the property, and the tenant needs to be evicted due to missed rent payments within the first 6 months of the lease, we will place a new tenant for free.
5. We Answer the Phone: Unlike many companies that don’t prioritize (or have the resources for) client communication, we answer the phone —period! Our team responds to phone calls, texts, and emails quickly, even on weekends, ensuring both you and your tenants are always taken care of.