Resident Move-In Procedures - Part 2

Step 7. Utility Activation:

72 hours prior to your lease start date, you will need to provide proof that all utilities have been activated in your name. Your lease specifies which utilities you are responsible for and what you will be required to activate.

Necessary Utilities include: Electricity, Gas, Water/Sewer

Please email your supporting documents to:

See below for assistance in setting up your utilities:

Our FREE concierge Utility Setup Service, Citizen Home Solutions, will contact you by phone to help you set up your utilities. This is a free service to assist you with connecting utilities, cable, and internet according to your area. If you have not heard from Citizen Home Solutions, go to our website at: 

Click here: Citizen Home Solutions Free Utility Setup Concierge Service to set up your utilities.

Click here: Utility Provider Contact List

Note: Failure to transfer utilities in a timely manner will result in a charge of $50 per utility bill or denial of move-in

Note: If utility/account numbers are not received by the due date above, it will delay picking up your move-in packet.  Please note that if you are using CITIZENS to set up your utilities, you will be responsible for getting the account numbers/confirmation numbers from them or the utility companies themselves to provide to us. 

Step 8. Paying Pre-Move-In Fees

We will send you an email itemizing your pre-move-in fees. These fees will be due on the date on which keys are picked up at the office in the form of only a  Cashier's Check or Money Order. 

Keys will not be released without a Cashiers Check or Money Order

Do not bring cash or personal checks.

We have sent you a separate invitation to set up your online Tenant Portal. This is where you will pay all your monthly rental obligations. 

Click here to access your Online Tenant Portal

Your Property Holding Deposit will be converted to your first month's rent upon your move-in.

Step 9. Self-Move-In Procedure:

Once all of the above items have been collected...The next step is for Tenants to personally pick up your move-in package (which includes keys/fobs etc.) on the day of move-in  ONLY. This is the same date listed as your start date on your lease. 

You will need to show a copy of your Government ID with your picture on it.  

Also, please note that it is not the receptionist's duty to track us down for any reason it will be up to you to reach out to us if you need anything; she is only there to give you and have you sign for your move-in package.  

Pickup Location:

Please see the front desk receptionist during the following hours

TouchPoint Property Management

6404 Carmel Rd, Suite 201 Charlotte, NC 28277

Monday -Friday from 9:15 am until 4:15 pm only

Residents will let themselves into the property on Move-in Day.

The following steps will provide instructions on how you will perform and submit your Self Move-In Property Evaluation Report before day 3 of your lease.

Step 10. Self Move-In Property Evaluation Report:

Within 7 days following your lease start date, residents will complete their own Self Move-In Property Evaluation Report to document the condition of the property and avoid any discrepancies when they move out.

On the lease start date, the resident will receive an email and text message from RentCheck with access and instructions on how to perform their Self Move-in Property Inspection.

Our team will conduct a Pre-Move-In Survey Report, which will document the condition of the rental property two days prior to your move-in. Detailed pictures will be taken and included in the report. This report will be used to compare the condition of the property before and after your stay.

Please note that any damages caused by you beyond normal wear and tear will be charged against your security deposit. Additionally, there are fees associated with not following the move-out procedures and specifications. For further details, please refer to your lease agreement.

See below for what to expect:

1. On your Lease Start date, you will receive an email and text message from RentCheck with an Inspection Request. You will need to follow their instructions for setting up the app and conducting your inspection.

2. The RentCheck app will allow you to take detailed photos and make comments regarding the condition of your property at move-in.

3. Please note that you will only have (7) days to complete this report, with the first day beginning with the start of your lease date.

5. Please note that this report is not a request for maintenance. Any issues at the property that you note using this app are strictly for documentation purposes to protect your security deposit and will be used as a comparison against our move-out report we conduct after you have vacated the property.

6. Upon completion of your Self Inspection. If there are any maintenance issues that need repair...please make an official maintenance request through the maintenance portal.

Please click the link below for a Rent Check Resident Guide on accessing the RentCheck smartphone app and conducting your inspection.

Step 10. Maintenance Requests (How to):

Repair & Maintenance Requests must be formally submitted via TouchPoint's online Maintenance Portal.

Please look for a welcome email to access your maintenance portal.

We recommend that you bookmark this link for future use:

Click Here: To access your maintenance portal

All maintenance requests must include a detailed description of the issue and supporting pictures.

Normal Non-Emergency-Maintenance requests will be handled during business hours Monday-Friday, 9 am-6 pm Eastern Time. Please allow for a 24-48 hours response.

Maintenance Emergencies can be directed to our 24/7 hotline In Addition to the Tenant Maintenance Portal

704-443-7470 Ext 106.

Maintenance Emergencies include anything that would put the Tenant's Safety or the Property in Danger:

  • Fire (First call 911)
  • Gas Leaks 
  • Unmanageable Water leaks and floods
  • HVAC is not working when the outside temperature is below 50°F & above 80°F
  • No water, gas, or electricity (Please call the Utility Company First)
  • Front door, not closing (Risk of burglary)
  • An electrical problem that could result in short circuits or fires 
  • Refrigerator/freezer is not working
  • Presence of Carbon Monoxide or Smoke
  • Total stoppage of the drain system that liquid drain o will not resolve.

Step 12. Paying Monthly Rent Online (How to):

You will receive a welcome email containing a link to access your Appfolio Online Tenant Portal. You will need to set up your login credentials.

We recommend that you bookmark this link for future use:

Click Here: To access your online Tenant Portal

Click Here: For instructions on how to use your Online Portal

Here are your payment options:

-You will have the option to set up your bank and configure one-time payments or monthly auto-payments.

Automatic Bank Transfer (ACH): This option is free

Credit or Debit card: This option has a 3% convenience/processing fee

Important Note: Rent is due on the 1st of the month and is considered late if not paid by the 5th.

Your lease describes applicable late fees and Returned Check charges (NSF) in the event rent is not paid on time or if your payment does not clear the bank.

Step 13. Customer Support (How to):

We truly look forward to having you as one of TouchPoint's Residents and hope you enjoy your time on our Property.

We want to make sure that you and our property management team have the smoothest communication possible and that your requests are handled quickly.

For the quickest response to any questions or concerns, please email our team, and we will reply with a detailed answer/resolution or call you back at a convenient time to discuss.

Our team's email address is, and we typically respond to non-emergency issues in under 3 hours.

Future Steps:

This knowledge base will all answer questions regarding future steps related to occupying the property, such as:

Click here for: Mid Term Property Evaluations

Click here for: Lease Renewal Procedures

Click here for: Move-Out Procedures

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