TENANT LEARNING CENTER

Tenant FAQs

• How do I apply to rent a home under EJF Management?

  • Use our Rental Search Tool to find your new home
  • Then ‘Apply Online’ here
  • If you need more information or have a question, please call Rental Customer Service at (202) 756-4000.

• How does EJF handle maintenance requests?

  • EJF handles two types of Maintenance Requests: Emergency and Non-Emergency.
    • An Emergency Request involves a situation where it is determined that repair is needed immediately. Technicians are engaged 24/7 to handle these types of necessarily expedited issues.
    • All Non-Emergency Requests are handled during regular business hours and are typically addressed within 3 days.
  • To submit, update or add to any type of request, visit our Property Meld Portal or call us 24/7 at (202) 756-4010.

• How long will it take before I know if my application is approved?

  • If an application has been completed in full, it should take 24 hours to process.
  • Applications submitted on weekdays are processed daily.
  • Applications submitted on weekends and holidays will be processed on the next business day.
  • Updates and requests for more information are provided throughout the process.
  • You can call (202) 738-4415 to get an update on your application status.

• How much is the security deposit?

  Security deposits are based on the jurisdiction of the property. In Washington, D.C., all Security Deposits are equal to one month’s rent.

• How soon will I get my deposit returned to me after I move out?

  • We want to return your security deposit to you as quickly as possible.
  • Washington DC law is very specific about when and how security deposits must be returned.
    • Assuming there is no reason to withhold any amount from a security deposit, DC law states that we must return the deposit within 45 days of the end of your lease, however we always try to send them out within one week.
  • To help ensure prompt return delivery of your deposit:
    • Always alert us to any potential damages to your rental as soon as possible. Often, we can make the repairs prior to you moving out, thereby avoiding delays. Many times, delaying repairs can make the issue worse and more costly to the tenant.
    • Please leave the property clean and orderly.
    • Make sure we have your correct forwarding address.

• What is EJF’s ‘pet policy’?

  • EJF does not have a company-wide ‘pet policy’, but we do encourage our owners to allow pets. Ultimately, the ‘pet policy’ for each property is determined by the owner of that property.
  • Pet requirements are posted on each rental listing.
  • We use www.petscreening.com to screen the pets for the properties we manage.
    • The cost is $40 per pet paid directly to www.petscreening.com for their services.

• Can I pay rent online?

  • We provide every tenant with access to our tenant portal. Here, you can pay your lease payments online with a credit/debit card or via an e-check from your checking or savings account.
  • Other payment options:
    • Mail or drop off payments to our main office at 1428 U Street NW, 2nd Floor. We only allow drop-off payments at this location.
    • Cash payments Using Pay-Near-Me

• What is the best way to communicate with EJF? When can I expect a response?

  • We offer the following options for communication:
    • Email
    • Phone Calls
    • Text Messaging
    • Tenant Portals
    Contact Us
  • During business hours our phones are answered by a live person and all incoming calls are tracked. If you don’t get through, we will attempt to call you back.
  • We attempt to respond to every communication within one hour but no later than 24 hours.
  • If you have not received a response, you can call Customer Service and ask to have your issue escalated to Management.
  • For rental emergencies, please call 202-756-4010.

• Can I be charged for maintenance issues that occur at the property?

  • Yes -- especially if you don’t report damage occurring that results in further property damage or if you or your guests or pets damage the property.
  • If you notice damage to your rental property, it is always best to put us on notice as soon as possible.

• Can I stop paying rent until a repair is made?

  No -- if you feel we are not making repairs in a timely manner, please contact Customer Service and escalate your issue to management ASAP. We track everything and will do our best to get a fast resolution for you. We will investigate the timelines involved to see if there is something that fell short on our end. If you still feel as though you are not getting resolution with your issue, DCRA has a very specific process where you may request to hold your rents in escrow. You must initiate the process with them; however, it is our intention to always resolve issues as quickly as possible to avoid situations like these.

• What if I have a problem that I can't seem to get resolved?

  Please call Customer Service and request escalation of your issue to management. We will try to respond right away but will not take longer than 24 hours to return your call. All issues are tracked, have follow-up and monitoring, so that they are given a clear path to resolution.

• Do I need to obtain renters insurance?

  • Every Tenant is required to hold liability insurance as agreed in the lease.
  • It is in your best interest to also obtain renters insurance that will not only give you liability coverage but usually will also cover your personal property and displacement coverage if needed.
  • If you do not provide EJF with a current policy, then EJF will purchase a liability-only policy on your behalf. Please note that the liability policy that EJF purchases on your behalf will only cover the owner’s property, not the tenant’s personal property or displacement coverage.

• What if I need to get out of my lease?

  We understand that Washington, DC is a transitional city and circumstances change all the time. While you are still liable for your lease, EJF will do everything we can to help get the owners approval and secure a new tenant for the property. If we are able to secure a new tenant, we would be able to let you out of your lease. Please see your Tenant Handbook for more detail on this topic. A Tenant Handbook will also be provided to you when you give notice to vacate.