During-tenancy inquiries & response policy
This page summarizes how to handle tenant inquiries during occupancy and the baseline response policy when issues occur.
Inquiry categories
Facilities
Breakdowns, malfunctions, and repair requests
Neighborhood
Noise and shared-area etiquette
Payments
Rent delay and invoice checks
Contract changes
Name changes and renewal consultation
Emergency
Water leaks, lost keys, and power outages
Facilities (breakdowns, malfunctions, repair requests)
Intake for facility-related trouble
Use this for issues with air conditioners, water heaters, plumbing, fixtures, doors/windows, and electrical equipment. To speed up support, first collect clear information about the situation.
Information to confirm from the tenant (template)
- Since when / what symptoms (and whether reproducible)
- Where it occurs (equipment name / part)
- Photos/videos and error display (model number if available)
- Impact scope (unusable, leaking, etc.)
How cost responsibility is determined
Review the lease terms, likely cause, and on-site findings together. Timing alone does not determine responsibility.
- Failures due to aging or normal use that are not attributable to tenant responsibility are generally owner-borne
- Damage/blockage caused by intent, negligence, improper use, or insufficient cleaning is generally tenant-borne
- When the cause is unclear, record the symptoms and damage, then review inspection or repair findings before allocating responsibility
- Before charging costs, confirm the applicable lease provisions, evidence, and estimate with the parties
ATLAS DOT ONE handling：The common process is intake → information collection → situation review → owner sharing → completion report → history retention. ATLAS DOT ONE supports repair arrangements and scheduling only when those tasks are included in the service scope confirmed for the property.
Neighborhood (noise and shared-area etiquette)
Basics for neighborhood complaints
Use this for noise, garbage disposal, and shared-area etiquette concerns. Because these topics can become emotional, first organize the facts (when, where, and how severe).
Information to confirm from the tenant (template)
- Occurrence date/time (frequency and time range)
- Details (type of sound, location, concrete situation)
- Evidence if available (memo, photos, etc.)
- Whether there was contact from management association / other units
ATLAS DOT ONE handling：The common process is fact check → situation review → owner sharing as needed → history retention. ATLAS DOT ONE sends notices or cautions only when resident-contact handling is included in the service scope confirmed for the property; final decisions remain with the owner.
Payments (rent delay and invoice checks)
Checkpoints for payment inquiries
Use this for rent delay, invoice detail checks, and payment questions. Resident payments currently support bank transfer only, so first confirm the target month, transfer details, and resident situation.
Information to confirm from the tenant (template)
- Target month and amount
- Bank transfer details
- Tenant understanding (paid / saw an error, etc.)
- Supporting details if available (transfer receipt, account record, etc.)
When ATLAS DOT ONE follow-up is included in the confirmed service scope
If rent-guarantee coverage applies, handling follows the applicable guarantee agreement; review its coverage, limits, and exclusions. ATLAS DOT ONE contacts the resident and provides payment guidance only to the extent included in the service scope confirmed for the property.
If payment remains outstanding, any next step is determined after reviewing the lease, guarantee agreement, payment facts, and applicable law with the owner. Termination, handover, and re-listing do not proceed automatically.
When follow-up is outside the confirmed service scope
The owner handles resident contact and subsequent action. Use the payment record and standard inquiry channel to retain facts, and confirm any guarantee-related handling with the guarantee provider.
Contract changes (name changes and renewal consultation)
How contract changes are handled
A contract change means changing lease terms such as rent, contract period, special clauses, or named occupant/cohabitation conditions.
As a rule, while occupied, the conditions agreed at contract formation take priority. Any change requires agreement with the resident. Once agreed, process and reflect it through ATLAS DOT ONE.
For renewal discussions, first confirm the service scope agreed for the property. ATLAS DOT ONE supports resident communication only where that task is included; otherwise, the owner obtains the resident's agreement directly.
You can message tenants from "Managed properties" in the dashboard.
Emergency (water leaks, lost keys, power outages)
Priority response for safety-related inquiries
For fire, injury, or immediate danger, call 119 or 110 first. For a suspected gas leak, avoid flames and electrical switches and contact the gas provider's emergency line. Once safe, record and share the incident through the standard inquiry channel; ATLAS DOT ONE does not provide a separate emergency line.
Who to contact first
- Fire or injury: 119 (fire/ambulance)
- Immediate danger or suspected crime: 110 (police)
- Gas odor or suspected gas leak: the gas provider's emergency line
- Water leaks, lockouts, or power outages without immediate danger: secure safety, then use the standard inquiry channel
ATLAS DOT ONE handling：After contacting the appropriate emergency service and securing safety, use the standard inquiry channel to record photos, time, and impact. ATLAS DOT ONE organizes and shares that information; any further arrangements are limited to the service scope confirmed for the property and the owner's instructions.