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T&H Realty — Client Experience E-Book
Client Experience Guide

What's In This For You?

Choosing a Property Management company is a big deal. There are many factors to consider, and lots of research to conduct to adequately determine if a company is a good fit for you and your property. Over the years, we've spoken with hundreds, maybe thousands, of property owners looking for a trusted partner in the Indianapolis market. During these conversations with investors just like you, we began to notice a pattern of some of the most frequently asked questions and decided to compile them into one easy-to-read format. We highly encourage you to take some time to read through the information on the following pages and promise that you will find valuable insight into how T&H works, as well as answers to some of your most pressing questions.

Our Core Values

At T&H, our Core Values were crafted after hours of discussion with key staff members. They're displayed in our conference room and referenced every single day.

Client Focused

We have a fiduciary responsibility to always act in the best interest of our Owners and to serve as a trusted partner during the lifecycle of their investments. Our team works hard to ensure that we treat our Clients' properties with a high level of care and professionalism.

Great Communicators

We strive to provide timely and meaningful responses to our Owners, Residents, and each other. Our goal is to listen, understand the issue, and provide the best possible solution.

Integrity Driven

We always strive to do the right thing, even if it costs us business. We stand behind our work, promptly correct our mistakes and treat everyone with fairness, honesty and empathy. We attract, invest in and value "A" players that hold themselves accountable to doing great work.

Always Educating & Advising

We share our knowledge with our Clients, so they are prepared to become a Landlord. In addition, by providing our team with the proper training and development, we are able to offer the solutions, advice, and insights that our Owners and Residents need to be successful.

Team Oriented

We embrace teamwork, the ability to adapt, high individual accountability, and the courage to do hard things. We encourage an atmosphere of high synergy and collaboration so everyone succeeds together.

Our Guarantees

We back our work with real guarantees — because we believe in what we do.

Maintenance Guarantee

Any repair our internal technicians or Preferred Vendors perform will carry a 90-day guarantee on the work completed.

Placement Guarantee

If any Resident we place fails within the first 6 months, we will waive the leasing fee for the next approved lease.

Marketing Guarantee

If we fail to sign a lease within 30 days of fully marketing your home, we discount our leasing fee by 10%.

Happiness Guarantee

After Resident placement, cancel your contract for any reason with a 30-day notice. Only a $99 transfer fee applies.

Where Does T&H Manage?

T&H is centrally located in the Meridian-Kessler area of Indianapolis. We manage homes across all nine counties in Central Indiana.

We also manage most of Madison County, but nothing farther than the northern border of neighboring Hamilton County.

Boone Hamilton Hendricks Marion Hancock Morgan Johnson Shelby Madison
Central Indiana Service Area Map
Managing Since 2000
Eviction Rate < 1%
Counties Served 9
Written Processes 100+

Is T&H a Good Fit for Your Property?

Just as you likely have certain criteria and expectations for a Property Manager, we also have certain criteria and expectations for our Clients. If these don't align, any partnership would likely end in failure.

We completely understand that we are not the right company for every Landlord — and as often as possible, we like to find that out in the beginning stages as opposed to learning the hard way.

In regards to the types of homes we manage, here is a list of criteria that we serve best:

Single Family & Multi-Family Properties

Our specialties are single family properties and multi-family properties that do not require on-site management.

Property Rental Amount

We are willing to take on a wide range of monthly rental amounts. However, we are only interested in working with investors who share our commitment to providing well-maintained properties and view rental real estate as a long-term, wealth-building activity.

Additionally, We May Not Be the Best Fit for You If…

You aren't committed to treating your rental home like a small business.

Yes, you are entering into a small business when you decide to become a Landlord. You will receive income in the form of rents and you will have expenses. Sometimes, those expenses will exceed your income. That's reality.

You will also have Customers (Tenants) who need to be treated as such — not like someone who you view as only there to cost you money. However, you hired us for a reason. We are experts at what we do. Let us do our job and we'll all be much happier and more profitable.

At T&H, we suggest having about 3–6 months of your monthly rent in a savings account in case you face uncertain times such as a long vacancy or expensive repair. Another great strategy is to open a line of credit for at least $25,000 to help pay for any large repairs or capital improvements.

You want to manage your Property Manager.

We value your input and want it. We want to understand your pain points so we can address them, and we want to understand your investment goals so we can help you meet them.

If you want high-quality, high-performing Customers, you must provide a high-quality, high-performing home. If a disaster strikes — such as an eviction, a large maintenance issue, or costly turnover — we want to know that you are ready and able to properly deal with it.

Wondering what it actually costs when a tenant turns over? We break it all down.

Learn More About Costs Associated With Turnover →

T&H's Property Standards

One of the responsibilities of a Property Owner is ensuring your property meets our General Condition Standards.

Habitable Rooms

According to the Indiana Guidelines, you must have certain room sizes for habitable rooms within your property.

Clean & Sanitary Units

All personal belongings from the Owner or previous Tenants need to be removed and all areas along with their appliances must be cleaned properly. Items that are the responsibility of the Tenant will be outlined in the Lease Agreement.

Safe and Secure Property

Every smoke detector needs to operate properly. To ensure a secure unit, it is best practice to re-key locks after each Tenant and even after you acquire a property.

Functioning Property

Everything inside and outside of the unit needs to function properly. All parts of the unit will be cleaned, repaired, and/or replaced whenever necessary.

Want the full breakdown of what we require before a property goes on the market?

View T&H Property Condition Requirements →

What Are My Biggest Costs?

After the initial purchase expenses, the Turnover Costs for making your property rent ready will generally be the largest cost associated with owning a rental property.

Below are some of the items that are required to make your property rent ready:

  • Lock re-keying / replacement
  • Professional cleaning
  • Health & safety issues Smoke detectors, GFCIs, handrails, etc.
  • Trash & removal of abandoned items
  • Carpet cleaning & flooring replacement
  • Painting
  • Roofing repairs / replacement
  • Window & door repairs / replacement
  • Appliance repairs / replacement
  • Landscaping clean-up, mulch & new plantings
  • Tree trimming / removal
  • Lawn care & snow removal
  • Gutter cleaning & pest control
  • HVAC service, repairs & replacement
  • Electrical repairs / replacement
  • Plumbing inspection / repairs

We pride ourselves on providing each of our Tenants with a great rental experience, which is why each property we represent must meet our safety and cosmetic standards. Well-maintained properties also generally lease faster and can garner higher rents.

Want to know exactly what move-in prep could cost you?

How Much Will It Cost to Get My Property Move-In Ready? →

Pricing Overview

Good property management doesn't just happen — here is what our service includes and why it's worth every penny.

10% Monthly Management Fee 1–2 Properties
9% Monthly Management Fee 3–4 Properties
8% Monthly Management Fee 5+ Properties
✶
Portfolio Discounts Available

Own multiple properties? We offer discounts for larger portfolios. Contact us to learn more.

Leasing FeeFirst month's rent (capped at $1,500) for each new lease executed.
Renewal Fee$125–$250 for each lease renewed for a term of 6 months or greater.
Mark-Up Fee10% for any non-maintenance-related bills we pay on your behalf.
No Set-Up FeesUnless we are inheriting a situation under duress. Discounts available for larger portfolios.

Good property management doesn't just happen. There are hundreds of moving parts, thousands of details — all surrounding the very expensive assets we're charged with protecting.

T&H's Security Deposit Policy

One of T&H Realty's goals is to provide our Owner Clients with the highest degree of protection for their asset(s). We use a risk-based model to determine the security deposit amount and have a firm belief that you should never charge less than one month's rent.

After reviewing various factors like credit score, rent-to-income ratio, and previous rental history, we will require either 1 or 2 month's rent as a security deposit.

We want to provide a flexible security deposit system to better serve the interests of our Tenants and Owners, so the amount required will be lower for better qualified Tenants who are in good standing.

1x Month's Rent

For well-qualified Tenants with strong credit, income, and rental history.

2x Month's Rent

For Tenants with higher risk factors identified during the screening process.

Want to understand how we determine security deposit amounts?

Learn More About Our Security Deposit Policy →
Security Deposit Alternative

LeaseLock — Our Deposit Waiver Program

Not every resident can afford a large upfront security deposit — and that's okay. T&H offers LeaseLock, our security deposit waiver program, as an alternative. Instead of paying a traditional security deposit, approved residents pay a small monthly fee to waive the deposit requirement entirely.

For property owners, LeaseLock still provides coverage in the event of resident-caused damages — so you get the protection you need without the friction that a large deposit can create during leasing. It's a win-win: easier move-ins for residents, continued peace of mind for owners.

Want to learn more about how LeaseLock works?

Learn About Our Deposit Waiver Program →

T&H Resident Benefits Package

T&H has partnered with Second Nature to provide Residents with the best benefits and Owners with more security. The Resident Benefits Package (RBP) includes benefits to the Resident such as a filter delivery service, utility connection concierge, and identity protection.

Renters insurance is also included in the package, providing extra security for our Owner Clients. With the insurance, you will receive additional coverage on:

$1,500

Pet damage, bed bug remediation, and mold remediation

$100,000

Resident premises liability

$25,000

Per occurrence in dog bite liability coverage

$100,000

Per occurrence on smoke, fire, explosions, and water backup of sewer, drain, or sump

$1,000

Additional living expenses per occurrence

Want to see the full list of Resident benefits included in the package?

Learn More About the Resident Benefits Package →
Transparency

Why Is T&H More Expensive?

You've likely noticed that we are one of the more expensive property management companies in the Indianapolis market. We're quite aware of this — and we don't shy away from it. Good property management doesn't just happen. There are hundreds of moving parts, thousands of details, all surrounding very expensive assets that we're charged with protecting.

Here are the 3 reasons why we're able to be successful, why our Clients are generally successful, and why we charge what we charge.

01

An Experienced Team

We've been managing properties since 2000. That experience is worth a lot.

Every property manager will make mistakes — we're not going to pretend we're flawless. But an experienced property manager should have detailed processes that prevent their Clients from exposure due to sheer negligence or inexperience. You are entrusting one of your largest assets to someone. That someone should have a lot of experience.

At T&H, we have written processes for nearly everything we do — well in excess of 100 detailed processes that our employees use daily, and we're always updating them. We employ a large staff — possibly the largest of any single family property manager in Central Indiana — loaded with experience and a wealth of knowledge in this field.

Our staff is also handsomely compensated compared to other property management companies. So yes, we charge more — but our Clients enjoy the benefits of having a large, experienced team managing their property. That's valuable.

02

Locally Owned & Operated

The Owners of T&H have deep roots in Central Indiana — and so does our staff.

Having a local property management company has numerous advantages over a national company. Here's why it matters:

Better Marketing

Knowing the area well improves our ability to market your home. We have local connections and strategies that reduce vacancy time.

Direct Access

If you're having problems, you can go directly to us to solve them. No call centers, no runaround.

Landlord-Tenant Law

Laws vary by state. We know Indiana's landlord-tenant laws inside and out, keeping you protected and compliant.

Maintenance Network

We've been managing properties for decades and have built a trusted network of local vendors who can handle repairs quickly and fairly.

Why Local Beats National →
03

Real Estate Solutions — All Under One Roof

T&H is a one-stop shop for investors. Every day, we buy, lease, manage, and sell properties on behalf of our Clients.

We Work With:

  • New Landlords purchasing their first rental property
  • Experienced Investors looking to manage, buy, or sell
  • Frustrated Landlords seeking better solutions
  • Self-managers ready to hand things off
  • Renters looking for a home in Central Indiana
  • Buyers looking for their next personal residence

Our Services Include:

  • Pre-Leasing Evaluation
  • Marketing
  • Tenant Screening
  • Move-In Coordination
  • Maintenance
  • Accounting
  • Move-Out Coordination
  • Evictions
  • Real Estate Brokerage
  • Project Management

How Does T&H Market Your Home?

Vacancy is a cash flow killer. Our marketing system is designed to lease your property faster than anyone else in the market.

1

24/7 Leasing Line

Our Leasing Line answers calls and responds to email leads about your property 24 hours a day, 7 days a week — ensuring no prospect slips through.

2

Tenant Turner Self-Showings

We use Tenant Turner lockboxes that allow prospects to view homes 12 hours per day, 365 days a year — dramatically cutting time-to-lease.

3

Wide Listing Syndication

Your property is listed across all major rental platforms, maximizing exposure to qualified prospects throughout Central Indiana.

4

30-Day Marketing Guarantee

If we fail to sign a lease within 30 days of fully marketing your home, we discount our leasing fee by 10%. We put our money where our mouth is.

How Does T&H Screen Residents?

Finding high-quality Tenants is vital. We've developed best-in-class screening processes — and we evict fewer than 1% of the tenants we place.

Credit Score: Minimum 580 required. Co-applicants are averaged for the household score.

Income Verification: Net income must be 1x–1.5x the monthly rent. Co-signer required if unverifiable.

Rental History: Verified. Any unpaid rental debt or eviction in the last 5 years is disqualifying.

Background Check: Any felony conviction within the past 7 years results in denial.

Application Fee: $70 (plus $3 card processing) for any occupant 18 years or older.

Bankruptcy: Any bankruptcies must be fully discharged prior to qualification.

Due to Fair Housing Guidelines, you will not be part of approving or denying any rental applications — we handle it entirely.

Rental Requirements

All applicants 18 years of age or older are subject to the following requirements. Meeting minimum criteria does not guarantee approval.

$70
Application Fee

A fee of $70 is required for any occupant 18 years of age or older, plus a $3 credit card processing fee. Applications cannot be processed until the fee is paid.

580
Minimum Credit Score

A minimum credit score of 580 is required. Any amount below 580 will disqualify your application. If you have co-applicants, we will average the household credit score.

1.5x
Income Requirement

Income must be 1x–1.5x (net income) the monthly rent in order to qualify. If we cannot verify income, a co-signer will be required.

BK
Bankruptcy

Any bankruptcies must be fully discharged in order to qualify.

5yr
Rental History

Previous rental history will need to be verified. Any unpaid rental debt or an eviction within the last 5 years will disqualify your application.

7yr
Background Check

Background checks will be conducted. Any applicant with a felony conviction within the past 7 years will be denied. The Landlord reserves the right to deny an application for any felonies regardless of conviction date, related to fraud, theft, distribution of controlled substances, assault, battery, violent crimes, crimes involving children, or if the applicant has ever been convicted of a sex crime.

How Does T&H Handle Maintenance?

Maintenance expenses are some of the largest and most frequent costs you'll face. Here are 5 key things to know.

1

Reserve Account

A $500 reserve is required when you sign up. We use it for maintenance expenses and automatically replenish it from your draws as needed.

Learn More About the Reserve Account →
2

Notification Threshold

For issues under $500 we handle and document without interrupting you. For non-emergency issues over $500, we request your approval first.

3

Emergency Maintenance

For true emergencies — plumbing leaks, HVAC failures, electrical issues, storm damage — we act immediately without prior contact and notify you as soon as possible.

4

Preferred Vendor Program

Our network of screened vendors provides preferred rates generally below market, plus an additional 10% discount we negotiate through our volume of work.

5

Service Agreement Addendum

When it comes to managing a rental property, no two portfolios are the same. Each investment comes with its own challenges, demands, and opportunities — which is why cookie-cutter maintenance solutions often fall short.

That's why we offer the Service Agreement Addendum: a customizable, à la carte menu of preventative maintenance services designed to optimize your property's performance and preserve its long-term value.

Preventative maintenance isn't just about avoiding problems — it's about being proactive in protecting your investment. Through years of experience managing properties in Indianapolis and beyond, we've identified the most effective strategies to prevent costly repairs, reduce emergency calls, and extend the life of major systems.

Choosing the right combination of services means fewer surprises, lower turnover costs, and a property that consistently attracts and retains quality tenants.

How Does T&H Handle Evictions?

Although we screen heavily and evict fewer than 1% of tenants placed, evictions are an unfortunate reality of being a Landlord. Here's how to navigate one.

Financially Prepared

Between lawyers, court filings, and lost rents, evictions are expensive. We recommend 3–6 months' rent in reserves and a $25,000 line of credit.

Mentally Prepared

Evictions can be frustrating and upsetting. Keep a level head, treat this as a business situation, and don't let emotions take over.

Proper Process

We've developed a detailed, efficient eviction process and can facilitate everything — including attending hearings on your behalf.

Get an inside look at how T&H manages evictions and collections from start to finish.

Read: Inside T&H — Handling Evictions & Collections →

How Does T&H Handle Rent Collection?

Our rent collection system is built for efficiency and maximum cash flow protection for our owners.

1

Due on the 1st

Rent is due on the 1st and considered late on the 2nd. Tenants may pay online or deliver a money order to our office.

2

Late Fee Structure

A 5% late fee is charged on the 2nd of the month, plus 1% of the balance for each additional day past due.

3

Active Collections

Beyond late fees we use system notifications, staff emails, phone calls, and occupancy checks to ensure rent is collected.

4

Weekly Owner Draws

Owner Draws happen every Friday. Rents due to you are directly deposited into your preferred bank account.

Ready to Partner With T&H Realty?

Hopefully you've gained real insight into how T&H works. If you feel we could be a good fit for your property management needs, we'd love to talk.

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