Owner Support
Post move-in support
Support guidance for in-tenancy inquiries and common issues.
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 (ATLAS baseline policy)
Cost responsibility is judged based on cause and timing.
- 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
- Initial defects (within 30 days after move-in): if the cause cannot be clearly determined, they are generally handled as owner-side issues (except when tenant fault is clear)
- Unknown cause after 30 days: decision is made after inspection; if tenant fault becomes clear, inspection costs may also be charged to the tenant
ATLAS handling：Common process is intake → information collection → situation review → owner sharing → completion report → history retention. With the paid plan, ATLAS also handles repair arrangement, schedule coordination, and completion reporting.
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 handling：Common process is fact check → situation review → escalation to owner as needed → history retention. With the paid plan, ATLAS can serve as the contact window for notices and cautions (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 method questions. First confirm the target month, payment method (card/bank transfer), and tenant situation.
Information to confirm from the tenant (template)
- Target month and amount
- Payment method (card / bank transfer)
- Tenant understanding (paid / saw an error, etc.)
- Supporting details if available (card statement, transfer slip, etc.)
When the paid plan is active
Rent is guaranteed for up to 3 months (subject to plan applicability and contract terms). If non-payment occurs, ATLAS DOT ONE contacts the tenant, confirms status, guides payment, and performs required coordination.
If payment is not made for a certain period and contact cannot be established or payment intent cannot be confirmed, we support required procedures (termination, handover, etc.) in accordance with the lease and applicable laws after confirming policy with the owner, and we prepare re-listing as appropriate.
When the paid plan is not active
ATLAS DOT ONE will organize billing status, preserve history, and share updates with the owner. Guarantee collection and subsequent enforcement must be handled by the owner.
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, conditions agreed at contract formation take priority. Any change requires agreement with the tenant. Once agreed, process and reflect it through ATLAS.
When agreeing on a renewal with the tenant, ATLAS DOT ONE can handle it under the paid plan. Without the paid plan, the owner must obtain 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
Safety-related matters are triaged through an emergency route separate from standard inquiries. Prioritize safety first, then share details.
Examples of emergencies (immediate response)
- Water leak (possible impact to lower floors)
- Lost key / lockout (security / cannot return home)
- Power outage (breaker abnormality or wide-area impact)
- Safety-related events such as gas odor
ATLAS handling：Common process is first intake → status confirmation (photos, time, impact scope) → immediate owner sharing → history retention. With the paid plan, ATLAS handles required arrangements and schedule coordination according to the situation (based on owner policy and contract terms).