Viewing Rentals

• How to Inquire About a Rental Property?

  Thank you for your interest in TouchPoint Property Management rental properties. Our goal is to answer your questions and assist you as quickly as possible, so you can get the information you need without delay.

  Due to the high volume of calls we receive, the fastest way to get a response is to email us at support@touchpointpm.com or submit the Tenant Inquiry Form on the Contact Page of our website.

  A team member will respond within 1 hour during business hours: Monday – Friday, 9:00 AM to 5:00 PM (EST).

  We appreciate your patience and look forward to helping you find your next home.

• Is the property available?

  In general, all properties listed on our website are available for rent. However, we keep listings active until a lease is fully signed and all required funds have been received, even if an application has already been approved. This ensures a fair and transparent process for all applicants.

  If you’re interested in a property that’s no longer available, our leasing team will be happy to recommend similar homes or upcoming listings that may fit your needs.

  Some properties on our website may be marked “Coming Soon.” This means we are currently preparing the home for rent, either through maintenance, cleaning, or waiting for a tenant to move out.

  Feel free to email us at support@touchpointpm.com— it’s the fastest way to get a response from our team.

• Searching Available Rentals

  To view our current listings, visit our website and click on the “Search Rentals” tab.

  From there, you can browse available rental properties by location, price range, property type, number of bedrooms, and bathrooms — making it easy to find the home that best fits your needs.

  Once you click on a desired rental property listing, you can view the full property description, explore a gallery of high-quality photos, or watch a guided video tour.

  You can also apply online or schedule a viewing directly from the same page for your convenience.

• How to Schedule a Showing?

  To schedule a showing for one of our rental properties, please follow these steps:

  1. Visit our website and click on the “Search Rentals” tab.
  2. Select the property you’re interested in, then click the gray “Schedule a Viewing” button.
  3. Complete the short form and follow the on-screen steps.
  4. Choose your preferred showing time and you’ll receive detailed showing instructions by email or text.

  For the fastest assistance, feel free to email us at support@touchpointpm.com

Applying to Rent

• Rental Application Screening, Background Check, Income, Credit Score Requirements and Criteria?

  Please click here to view - Rental Application Screening, Background Check, Income, Credit Score Requirements and Criteria:

• How to Submit a Rental Application?

  Please follow these steps to submit your rental application:

  1. Visit our website and click on the “Search Rentals” tab.
  2. Select the property you’re interested in and click the orange “Apply Online” button.
  3. Complete the application form and upload all required information and supporting documents.

  Before You Begin

  We process only completed applications that include all required supporting documentation. Incomplete applications cannot be reviewed.

  On average, it takes 1–2 business days to process each application. Processing time depends on how quickly we receive the requested documents from each applicant. If additional documents are requested, they must be submitted by the end of the same business day; otherwise, we may move on to the next applicant in line.

  Please note that there may be other applications already in the queue ahead of yours. If another applicant is approved before your application is reviewed, your application fee will be refunded.

  Once your application is approved, you must provide a non-refundable holding deposit (typically equal to one month’s rent) within 24 hours to secure the property. This amount will be applied toward your first month’s rent and/or move-in fees at the time of move-in.

  Email is the most efficient way to reach us.

  If you have any questions, please email our team at support@touchpointpm.com

  You may also request a callback in your email if preferred.

  • Our application fee is $65 per applicant.
  • Every occupant aged 18 or older must complete a separate application.
  • If a cosigner is required, they must also submit their own application and pay the same fee.

• How Much Is the Application Fee?

  • Our application fee is $65 per applicant.
  • Every occupant aged 18 or older must complete a separate application.
  • If a cosigner is required, they must also submit their own application and pay the same fee.

• What if my credit or income doesnt meet requirments?

  If you have a limited or poor credit history or your income does not meet our standard requirements, you may still qualify for a rental by applying with an approved cosigner or guarantor.

  The cosigner must complete their own application and meet all screening requirements.

  Once approved, the cosigner shares full financial responsibility for all terms of the lease, including rent payments and any potential lease violations.

  There may also be a higher security deposit requirement to mitgate risk.

• Why Do I Need a Lease Cosigner - Guarantor?

  If you have a limited or poor credit history or your income does not meet our standard requirements, you may still qualify for a rental by applying with an approved cosigner or guarantor.

  The cosigner must complete their own application and meet all screening requirements. Once approved, the cosigner shares full financial responsibility for all terms of the lease, including rent payments and any potential lease violations.

• How do I reserve the property (Holding Deposit)?

  The holding deposit is a non-refundable payment equal to one month's rent, which is collected within 24 hours of your application approval to reserve the property exclusively for you. Once received, we take the home off the market and hold it until your lease is signed and you move in.

  At move-in, your holding deposit is applied toward your move-in costs, such as:

  • Prorated first month’s rent
  • Move-in administrative fees
  • Other applicable move-in charges

  Because the home is removed from the market and held specifically for you, the holding deposit is non-refundable if you decide not to move forward, fail to sign the lease, or do not meet the required deadlines.

Leasing Process

• Tenant Lease Fees and Charges?

  Click here to view - Tenant Lease Fees and Charges.

• Utilities Services Policy?

  When the Tenant Moves In:

  • Tenants are responsible for the Property Utility Service during their lease term.
  • Tenants must set up Utility Services in their name before moving into the property.
  • The tenant must provide documented proof of all applicable utility activation before receiving the keys.
  • Once the tenant activates their utility services, the Owner or TouchPoint utility account will be deactivated.
  • The tenant is responsible for paying their utility account balances throughout the lease.

• What is your Security Deposit Policy?

  What is a security deposit?

  A security deposit is a refundable amount held by TouchPoint Property Management to protect against any unpaid rent, damages beyond normal wear and tear, or lease violations. It is not a prepayment of rent.

  When is the security deposit due?

  The security deposit must be paid in full prior to move-in, along with any applicable fees and the first month’s rent. The property cannot be occupied until all required funds have been received and cleared.

  How much is the security deposit?

  The required deposit amount is based on the applicant’s screening score and overall qualification results from our application process.

  • 1 month’s rent – for highly qualified applicants with excellent credit, income, and rental history.
  • 1.5 months’ rent – for applicants meeting standard requirements but with minor risk factors.
  • 2 months’ rent – for applicants with lower scores or additional risk indicators (such as limited credit or shorter employment history).

  This tiered system allows us to approve a wider range of applicants while maintaining fair protection for the property.

  Is the deposit refundable?

  Yes. The security deposit is fully refundable after you move out, provided that:

  • All rent and fees are paid in full
  • The property is left in clean, undamaged condition
  • All keys, fobs, and remotes are returned
  • A proper notice to vacate was given

  After your move-out inspection, any deductions (if applicable) will be itemized, and the remaining balance will be returned within the legal time frame allowed by state law.

  Can the deposit be used as the last month’s rent?

  No. The security deposit cannot be applied toward rent or any other charges during your tenancy. It will remain in trust until after move-out and inspection.

  Will I receive documentation after move-out?

  Yes. You will receive a final itemized statement showing any deductions and the balance of your security deposit. This documentation will be provided within the time required by law (typically within 30 days of move-out).

• What Is the Pre-Paid Move-Out Cleaning Fee?

  Moving in and out of a new residence can be a time-consuming and stressful process for residents. It often requires more time than they have available. In addition, there can be significant variations in cleaning standards from one individual to another, which can lead to discrepancies and issues with lease compliance. We want to avoid these problems.

  The rules for vacating a rental property are strict, and failure to follow them correctly can result in penalty fees or the loss of the tenant's security deposit. Residents are required to leave the property professionally deep cleaned upon move-out. "Professionally deep cleaned" means that the property should be left in the same condition as when the resident moved in, except for reasonable wear and tear, as stated in TouchPoint PM's Lease Agreement.

  To reduce the workload for residents during move-out and to avoid cleaning discrepancies, penalties, and ensure that the premises meet TouchPoint's standards for new residents, residents agree to pay a non-refundable administrative pre-paid move-out fee.

  The fee amount ranges from $300 to $1000, depending on the size and number of bathrooms.

  This fee is paid before move-in, and in return, TouchPoint does not require residents to leave the premises professionally deep-cleaned upon move-out.

  Payment of this fee covers:

  • Cleaning appliances inside and out.
  • Cleaning cabinets and drawers inside and out.
  • Deep cleaning of the kitchen and bathroom.
  • Vacuuming and mopping the flooring.
  • Professional Carpet Cleaning

  This fee does not include:

  • HVAC vent duct cleaning (if applicable)
  • Dryer Vent Cleaning
  • Wall cleaning
  • Painting
  • Removing trash or personal property left on the premises
  • Lawn care (if applicable)
  • Replacing dead lightbulbs
  • Replacing smoke alarm batteries
  • Replacing Appliance Filters (if applicable)

  This Move-out Fee is non-refundable and is separate from the Resident's Security Deposit on the Premises.

  If additional cleaning beyond normal wear and tear is required after move-out, the Resident will be responsible for the actual costs associated with such cleaning.

  Furthermore, if any wall, floor, or surface area is damaged due to pet urine, waste, or any other substance that cannot be removed by cleaning, the Resident will be responsible for all costs associated with the damage, including the prorated replacement costs of the affected area.

  If TouchPoint is no longer the property manager of this unit on the Resident's move-out date, the Resident agrees that TouchPoint will not be responsible for performing any of the cleaning activities mentioned above. Instead, the cleaning activities and Move-Out Fee will be transferred to the new Landlord or Property Owner.

• Tenant Liabilty Insurance Requirement?

  Tenant's Insurance requirements and options:

  The Landlord requires the Tenant to obtain liability coverage of at least $100,000 in property damage and legal liability from an A-rated carrier and to maintain such coverage throughout the entire term of the lease agreement. The tenant is required to furnish Landlord with evidence of the required insurance prior to occupancy, at the time of each lease renewal period, and upon request.

  To satisfy the insurance requirement, Tenant may either:

  (1) be automatically enrolled into a policy that satisfies the coverage requirements as part of the Resident Benefits Package; or

  (2) obtain alternative liability coverage from an insurer of Tenant’s choice. The option Tenant chooses will not affect whether Tenant’s lease application is approved or the terms of Tenant’s Lease.

• Move in Condition Report?

  Upon move-in, tenants will receive access to an online property inspection tool where they can document the property’s condition and note/report any existing defects. Tenants will have three (3) days from the start of the lease to complete and submit this inspection. This ensures they are not held responsible for any pre-existing issues at move-out.

• Pet and Service Animal Policy?

  Each rental listing on our website will indicate if it’s pet-friendly and outline any pet restrictions.

  We use a third-party service, PetScreening.com, to review pet details such as breed, size, and vet records and assess the pet’s risk level.

  Based on the PetScreening score, TouchPoint charges a one-time pet acceptance fee of $99–$200 and a monthly pet rent fee of $25–$100 to help offset potential liabilities.

  Dangerous breeds—as classified by insurance carriers—are typically not approved (e.g., Pit Bulls, Rottweilers, Dobermans, German Shepherds, and similar breeds).

  If you’re claiming a service or support animal, PetScreening will verify its legal status in compliance with federal Fair Housing and ADA regulations.

  Tenants with approved pets are also required to prepay a move-out cleaning fee, which includes professional carpet cleaning (where applicable) and HVAC vent cleaning to help mitigate pet-related wear, odors, and allergens.

• Resident Benefits Package?

  Click here - to view TouchPoint's "Resident Benefits Package".

• What is your Leasing Process?

  Click the links below to view the detailed steps of our Leasing Process, which begins with Application Approval, followed by Lease Signing, and concludes with the Move-In steps that we’ll personally guide you through.

  Lease to Move-in Procedures - Part 1

  Lease to Move-in Procedures - Part 2

• What are Tenant's Responsible for in the lease?

  At TouchPoint Property Management, we work hard to keep every property well maintained and every resident comfortable. As part of your lease, tenants have several important responsibilities to help protect the home and ensure a smooth rental experience.

  1. Utilities
     Tenants are responsible for setting up and maintaining all utility services in their name unless otherwise stated in the lease. This typically includes electricity, water, gas, trash, and internet. All utility bills must remain current throughout the lease term.
  2. Lawn Care (Where Applicable)
     Tenants are responsible for setting up and maintaining all utility services in their name unless otherwise stated in the lease. This typically includes electricity, water, gas, trash, and internet. All utility bills must remain current throughout the lease term.
  3. Renters Liability Insurance
     Tenants are responsible for basic lawn care and upkeep — mowing, edging, watering, and keeping the yard neat and free of weeds or debris. If an HOA or vendor provides lawn care, tenants are still responsible for any fenced-in or private areas not maintained by the HOA.
  4. Property Care & Cleanliness
     You are expected to keep the property clean and in good condition, including appliances, fixtures, and flooring. This helps prevent pest issues and unnecessary wear.
  5. Reporting Maintenance Issues Promptly
     Notify TouchPoint promptly when something breaks or isn’t working properly. Early reporting helps avoid larger repairs and prevents additional costs that could otherwise become your responsibility.
  6. Routine Maintenance Tasks
     Tenants are responsible for simple, routine maintenance such as:
     -Changing HVAC air filters every 90 days
     -Replacing water filters (refrigerator or sink) as needed
     -Replacing light bulbs and smoke detector batteries
     -Keeping drains and toilets clear
     -Preventing pest problems through cleanliness

Maintenance

• Non-Emergency Maintenance

  Normal non-emergency maintenance requests will be handled during regular business hours:
  Monday–Friday, 9:00 AM–6:00 PM
  (Eastern Time).

  Our goal is to review and respond within 3 business hours, and most non-emergency requests are resolved within 24–48 hours, depending on vendor availability and the nature of the repair.

  Examples of Non-Emergency Issues:

  • Dripping faucet or minor plumbing leak
  • Appliance not working
  • Pest control needs
  • Clogged drain (if not causing overflow)
  • Loose door handles, minor cosmetic issues
  • HVAC not cooling/heating but temperature is still livable

• Emergency Maintenance

  Maintenance emergencies include anything that could affect the tenant’s health or safety, or cause significant property damage.

  If you experience an emergency, please contact our 24/7 Emergency Maintenance Hotline in addition to submitting your request through the portal: 📞 704-443-7470 ext. 106

  Examples of Emergency Issues:

  • Fire (First, call 911)
  • Gas leaks
  • Unmanageable water leaks or flooding
  • HVAC not working when outside temperatures are below 50°F or above 80°F
  • No water, gas, or electricity (after first contacting your utility company)
  • Front door not closing or securing properly (risk of burglary)
  • Electrical problems that could result in short circuits or fire hazards
  • Refrigerator or freezer not working
  • Presence of carbon monoxide or smoke
  • Total stoppage of the drain system that liquid drain cleaner cannot resolve

• How Do I Submit a Maintenance Request?

  All maintenance and repair requests must be formally submitted through TouchPoint’s Online Maintenance Portal. We recommend bookmarking this link for quick and easy access:

  Click Here to Access Your Maintenance Portal

  When submitting a request, please include a detailed description of the issue and any supporting photos to help our team assess and resolve the problem efficiently.

• Normal Wear and Tear vs. Damage

  Understanding the difference helps protect your security deposit.

  Normal Wear and Tear This refers to minor aging that happens naturally over time, even with proper care. Examples include light carpet wear, faded paint, loose handles, or normal appliance use like light scratches or worn lettering.

  ➡️ Tenants are not responsible for normal wear and tear — these items are part of the property’s routine upkeep.

  Damage, Misuse, or Neglect Damage occurs when something breaks or deteriorates due to carelessness or improper use. Examples include stained carpet, large wall holes, broken blinds, or cracked appliance parts.

  ➡️ Tenants are responsible for the cost of any damage, misuse, or neglect. Repair costs may be deducted from the security deposit.

  Tip: Report maintenance issues promptly, keep the home clean, and document the property’s condition at move-in to avoid misunderstandings at move-out.

Current Resident Help Center

• How Do I Communicate with the TouchPoint Team?

  If you have any question, concern, or issue, the fastest and most efficient way to reach us is by sending an email to support@touchpointpm.com.

  Our support inbox is monitored by multiple team members throughout the day to ensure your message is routed to the right department and answered as quickly as possible.

  In your email, please:

  • Describe your question or issue in detail
  • Include your property address and contact information

  You may also request a call back if you prefer to speak with someone directly

  Important: If you have a maintenance request, it must be submitted formally through your Online Maintenance Portal.

  This ensures your request is properly tracked, prioritized, and assigned to the right vendor for the fastest possible resolution.

  Because we receive a high volume of calls daily, email and portal communication allow us to respond faster, stay organized, and provide clear documentation — ensuring your request is handled promptly and efficiently.

• When Is My Rent Due?

  Rent is due on the 1st day of each month and is considered late after the 5th. A late fee will apply after the 5th, as outlined in your lease agreement. Rent can be conveniently paid through your secure Online Tenant Portal using your preferred payment method.

• How Can I Pay My Rent?

  Rent can be conveniently paid through your secure Online Tenant Portal using your preferred payment method — including bank transfer (ACH), debit, or credit card.

  Click here - to Access your Tenant Portal

• What Can I Do in the Online Tenant Portal?

  Your TouchPoint Property Management Online Tenant Portal, powered by AppFolio, gives you secure, 24/7 access to everything you need to manage your rental home.

  Through your portal, you can:

  • Pay rent online using your bank account, debit, or credit card
  • Set up automatic payments to avoid late fees
  • Submit maintenance requests with photos and detailed descriptions
  • Track request updates and communicate directly with our team
  • View lease documents, payment history, and account balances
  • Update your contact information anytime

  At TouchPoint, we make renting simple, transparent, and stress-free — all from your secure online portal.

  👉 Log in anytime
  📘 Need help using the portal? Visit AppFolio’s official guide: How to Use Your Online Portal (AppFolio Help Center)

• What Should I Expect During Home Inspections?

  We conduct a Mid-Lease Home Inspection once per year as part of our commitment to maintaining safe, well-kept homes and ensuring a positive rental experience for both residents and owners.

  During this inspection, a TouchPoint team member will:

  • Enter the home (after proper advance notice) to perform a routine visual inspection.
  • Check for maintenance issues that may need attention — such as plumbing leaks, HVAC filter conditions, or safety concerns.
  • Confirm that the property is being properly cared for and used in accordance with the lease.
  • Take photos for documentation (focused on property condition, not personal belongings).

  The visit usually takes 30 minutes and helps us address small problems early — preventing larger issues later.

  We appreciate your cooperation during this process. These routine inspections help ensure your home remains safe, comfortable, and well-maintained throughout your lease term.

• How Does the Lease Renewal Process Work?

  It is always TouchPoint’s goal that if we have a great resident who pays rent on time, takes care of the home, and follows all lease terms, we will do our best to offer a lease renewal.

  Approximately 90 days before the end of your lease, TouchPoint PM will begin our lease renewal process.

  1. Owner Confirmation: We confirm the property owner wishes to continue leasing the home.
  2. Account Review: We verify your account is current and there are no outstanding lease violations.
  3. Renewal Offer: If in good standing, we’ll reach out to confirm your interest in renewing.
  4. Lease Update: A reasonable rent adjustment may apply, and a new 12-month (or longer) lease will be sent to you with any updated pricing and terms.
  5. Signing & Fee: The new lease must be signed at least 60 days before the lease ends, and a $200 Lease Renewal Administrative Fee will be applied at the time of signing.

  This fee covers administrative time required to prepare, review, and process the updated lease documents.

  If a signed renewal is not received by the deadline, TouchPoint PM will begin the notice-to-vacate process and prepare the home for re-marketing.

• Can I Extend My Lease Month-to-Month?

  Approximately 90 days before your lease ends, TouchPoint PM will begin the lease renewal process.

  In some cases, if both the landlord and tenant agree not to renew a 12-month lease, a short-term or month-to-month lease may be negotiated.

  Please note that tenants may not automatically continue month-to-month after their lease ends. It must be pre-approved in writing by the Landlord/Property Manager.

  If a month-to-month term is approved:

  • Rent will increase by 10% of the current rental rate, which becomes the new Current Base Rent.
  • A $25 per month Month-to-Month Lease Administrative Fee will also apply.
  • Either party (tenant or landlord) must provide at least 30 days’ written notice to terminate the month-to-month tenancy.

• What Are the Steps for Moving Out?

  1. If the landlord and tenant do not agree to renew the lease, either party must provide at least 60 days’ written notice to vacate on the last day of the lease.

  Please note: The security deposit may not be used as the last month’s rent. Rent must be paid in full through the end of the lease term.

  2. Tenants must return the property in the same condition as at move-in, minus normal wear and tear, and maintain all lease responsibilities through the final day of the lease.
  3. Tenants are required to follow TouchPoint’s Move-Out Cleaning Guide and Policy to ensure the home is properly cleaned and prepared for inspection. All keys, fobs, and remotes must be returned to the TouchPoint PM office at: 6404 Carmel Rd, Suite 201, Charlotte, NC 28226
  4. After move-out, our team will perform a detailed Move-Out Assessment Report, which will be compared to your Move-In Report. If any damage beyond normal wear and tear is identified, the cost of repairs will be deducted from your security deposit. Please allow up to 30 days for the processing and return of your deposit.

• When and How Will My Security Deposit Be Returned?

  After you move out and return the keys, our team will complete a final inspection of the property and compare it to your move-in condition report.

  If there are no damages, unpaid balances, or cleaning costs beyond normal wear and tear, your full security deposit will be refunded.

  If any damage is found, it will be documented in the final inspection report, and the repair costs will be deducted from your security deposit accordingly.

  Timeline:
  TouchPoint Property Management will return your deposit—or provide an itemized statement of any deductions—within 30 days of your official move-out date, as required by North Carolina law.

  Delivery Method:
  The refund and/or statement will be mailed to your forwarding address on file, so please make sure to update your address in your tenant portal before move-out.

• What Is the Policy for Ending My Lease Early?

  We understand that plans can change. If you need to end your lease before it expires, here’s how the process works:

  1. Give 60 days’ written notice to TouchPoint Property Management.
  2. Sign the “Release of Lease Agreement” we’ll send you through DocuSign.
  3. Pay two months’ rent to cover your final 60 days.
  4. Pay an Early Termination Fee equal to three months’ rent to the property owner.
  5. Pay a $250 administrative fee to TouchPoint Property Management.

  Are There Any Exceptions?

  • Military Deployment or Transfer: You may qualify for an exception under the Servicemembers Civil Relief Act (SCRA).
  • Owner Approval: In rare cases, the owner may agree to adjust fees if a replacement tenant is approved.

  All requests must be submitted in writing for review and approval.

  We know ending a lease early can be stressful — our goal is to make the process as clear and smooth as possible.

• Lawn Care Policy?

  If your home is a single-family property and the HOA does not provide lawn maintenance, tenants are responsible for all basic lawn care. This ensures the property remains clean, safe, and compliant with HOA and city standards.

  Even if the HOA covers lawn care, tenants are still responsible for maintaining any fenced or walled-in areas of the yard that the HOA does not access or service.

  What does basic lawn care include?

  Tenants are expected to perform the following tasks regularly:

  • Mowing the grass to maintain a neat appearance
  • Edging along sidewalks, driveways, and flowerbeds
  • Weeding lawns, garden beds, and walkways
  • Watering the lawn and plants as needed
  • Leaf removal to prevent buildup and damage
  • Basic shrub trimming to maintain shape and visibility
  • Cleaning and removing debris from the yard

  What happens if lawn care is neglected?

  If tenants fail to comply with the basic lawn care requirements outlined in the lease, TouchPoint PM will arrange lawn maintenance at the tenant’s expense and issue lease violation penalties as needed to prevent any HOA or municipal compliance issues.

  Tenants will also be responsible for any related HOA fines and additional lease penalties resulting from neglect of lawn care responsibilities.

  Does this apply to condos or townhomes?

  This policy generally does not apply to condos, most townhomes, or any property where the HOA is fully responsible for exterior maintenance. TouchPoint PM will confirm the details for your specific property during move-in.