Answers for Owners, Residents, and Commercial Clients

We start with a walkthrough of your property and current situation, then handle tenant notification, utility and vendor transitions, and getting your account set up in the Owner Portal. Most transitions take a few weeks depending on where you're starting from — self-managing, switching from another manager, or leasing a vacant unit for the first time.

Your monthly fee covers day-to-day management: rent collection, maintenance coordination, tenant communication, and owner reporting. Leasing a vacant unit, renewals, and inspections are itemized separately on the pricing page so you can see exactly what you're paying for and when.

Sun Stone uses written screening criteria and evaluates legally permitted information under applicable federal, California, and local requirements — including credit, income, rental history, and landlord references. We apply a consistent framework while making legally required adjustments, such as using the tenant-paid rent portion for subsidy-related income standards and handling disability accommodations or criminal-history information within the rules that apply.

We can discuss property-specific requirements before marketing begins, but the final screening standard must comply with federal, California, and local law. We will not adopt a criterion that creates an unlawful screening practice.

Yes. California protects lawful sources of income, including housing assistance such as Section 8 vouchers, as a protected class. Applicants using lawful rental assistance are evaluated under California source-of-income requirements and the property's lawful screening framework. If an income multiple is used, California law requires the calculation to be based on the portion of rent the applicant is responsible for paying.

Our leasing guarantee targets 21 days from active marketing to signed lease. Actual timing depends on the property, price point, and local market conditions, which we'll discuss specifically for your property.

On a predictable monthly disbursement schedule once rent clears — we'll confirm exact timing for your plan when you sign on. You'll also get monthly statements through the Owner Portal rather than having to ask.

Automated reminders go out first, followed by formal notices per the lease terms and applicable law if payment still isn't received. If Protection Plus is part of your plan, rent-loss coverage through SureVestor may apply — see the pricing page for details.

Requests come through the tenant portal, get triaged as emergency or routine, and are dispatched to our vetted local vendor network. Ask us for the current markup policy on your specific plan — it varies by tier and we'd rather confirm the exact number than risk quoting something out of date here.

We run a structured inspection program rather than ad hoc visits — ask us for the current schedule for your property type and plan.

Rent increases depend on the property's location, property type, exemption status, existing tenancy, and applicable state and local law — there isn't one number that applies to every Sun Stone property. Pomona, for example, currently caps covered units at 5% annually with generally one increase per 12-month period, which is stricter than the statewide cap that applies elsewhere in our service area. We review the requirements applicable to your specific property before recommending or implementing any increase.

Sun Stone follows the applicable lease and federal, California, and local requirements governing notices and lease enforcement. We can't guarantee a specific timeframe — it depends on the circumstances and whether the matter is contested. When legal proceedings are required, we coordinate with you and qualified legal counsel as appropriate.

Our standard management arrangement is designed to allow termination with 30 days' written notice and no cancellation fee, subject to the terms of your signed management agreement. See the pricing page for details.

Yes. Alongside residential and multi-family, we actively manage commercial properties — retail, office, and other income-producing properties, with professional/medical office and light industrial/warehouse handled where applicable to the property. Talk to us about your specific property and we'll walk through exactly how we'd handle it.

A lease abstract summarizes the key terms of a commercial lease — rent schedule, renewal options, responsibilities, critical dates — into a reference document, rather than requiring you to search the full lease every time a question comes up. We can walk through what this looks like for your portfolio.

Renewal windows, escalation dates, insurance expirations, and option deadlines are tracked systematically rather than relying on memory or a spreadsheet someone forgets to update. Ask us about the specific tracking approach for your properties.

In broad terms: a gross lease has the tenant paying a flat rent with the landlord covering most property expenses; a triple-net (NNN) lease has the tenant paying rent plus their share of property taxes, insurance, and common-area maintenance; a modified gross lease sits somewhere in between, with specific expenses allocated by negotiation. The exact allocation always comes down to what your specific lease says — this is general background, not a substitute for reading your actual lease.

Common-area-maintenance charges are typically estimated and billed throughout the year, then reconciled against actual expenses at year-end, with tenants owing or being credited the difference. The specific mechanics depend on your lease language — we handle the tracking and reconciliation process for properties under management.

Responsibility depends on the applicable lease and circumstances. Commercial leases allocate maintenance responsibility in widely different ways — sometimes by category (structural vs. cosmetic), sometimes by lease type (NNN leases often shift more to the tenant). We review the specific lease before making a determination, rather than assuming a default.

Commercial leases commonly require tenants to maintain insurance and provide a current Certificate of Insurance naming the owner as additional insured. We track COI compliance and expirations as part of lease administration where this applies to your property.

TI scope, approval process, and cost allocation are governed by the specific lease and any separate TI agreement. We coordinate the work and vendor management once terms are established between owner and tenant.

This depends on the property, its use, its construction and alteration history, applicable law, and the lease. A commercial lease may allocate accessibility responsibilities between landlord and tenant, but that contractual allocation doesn't necessarily eliminate obligations imposed by law on either party. We don't give a definitive legal conclusion on this from a website FAQ — for a specific property, this generally warrants a qualified legal or accessibility review, which we can help coordinate.

Each is governed by the specific terms your lease allows. We manage the process — renewal notices, reviewing assignment/sublease requests against lease terms — but the underlying rights depend on what's actually in the lease.

Owner reporting for commercial properties typically includes rent roll, CAM reconciliation status, and upcoming critical dates alongside standard financial statements. Ask us for a sample report for your property type.

Sun Stone offers convenient electronic payment options through the Resident Portal. Other authorized payment methods are available as required by California law and your rental agreement — ask your property manager if you need an alternative.

You'll receive an invitation with setup instructions when your lease begins. If you run into trouble, contact us directly and we'll help you get access.

Through the Resident Portal, where you can describe the issue and add photos. For anything urgent, call us directly so it gets triaged appropriately.

Property maintenance emergencies are things like no heat, no water, active leaks, or electrical hazards — call our maintenance line right away for these. For a genuine threat to life or safety — fire, medical emergency, gas leak, immediate danger — call 911 or the relevant emergency service first. Our maintenance line is not a substitute for emergency services.

Please report maintenance concerns promptly so we can address them. California law provides tenants with certain remedies in qualifying circumstances. Because statutory requirements may apply to those remedies, residents considering a legal remedy should review applicable law or seek appropriate legal advice before acting.

Pet policies vary by property — ask us about the specific property's policy, which may include pet rent, deposits, or restrictions depending on the lease.

Assistance animals are not pets. Sun Stone handles disability-related reasonable-accommodation requests in accordance with applicable federal and California Fair Housing requirements. Approved assistance animals are not subject to pet rent, pet fees, or additional pet deposits solely because they are assistance animals. Contact us to start a reasonable-accommodation request — we don't require a particular form or phrasing, and we won't ask for more medical detail than the law allows us to request.

Entry is governed by California notice, permissible-purpose, and emergency requirements under your lease and state law — not at the owner's or manager's general discretion. If you have a specific concern about an entry, contact us directly.

Normal policy requires management approval before rekeying, so we can keep emergency access working correctly. This doesn't override statutory rights, including applicable protections for survivors of domestic violence, sexual assault, stalking, or other qualifying circumstances — if that applies to your situation, contact us directly.

It depends on your property's location, property type, exemption status, and applicable state and local law. If you're in a Pomona property covered by the city's rent stabilization ordinance, different (generally stricter) limits may apply than the statewide cap. We can tell you what applies to your specific unit if you ask.

Contact us before your lease end date and we'll walk through renewal terms and timing.

Security deposits are handled in accordance with current California law, including timing, itemization, and permissible deductions. We'll walk you through the move-out inspection process and what to expect before you move.

Contact us directly to start a reasonable-accommodation request related to your rental inquiry, application, lease, or tenancy. We don't require a specific form, phrasing, or diagnosis details through this website — just tell us what you need.

Responsibility depends on the applicable lease and circumstances — commercial leases allocate maintenance very differently from property to property. Check your specific lease, or contact us if you're unsure which category a given repair falls under.

Common-area-maintenance charges cover shared costs — things like landscaping, common-area utilities, and property management of shared spaces — typically billed as estimated monthly charges and reconciled against actual costs annually. The specific formula and included expenses are defined in your lease.

Most commercial leases require tenants to maintain certain insurance coverage and provide a current Certificate of Insurance. Check your lease for the specific requirement, and contact us if you need to know the current status of your COI on file.

This depends on your lease terms and typically requires landlord approval before work begins. Contact us before starting any alteration.

Signage is typically governed by your lease and any property-wide signage criteria, which may also need to comply with local sign ordinances. Contact us before installing or changing signage.

Contact us directly — the process depends on the property's specific access systems and any requirements in your lease.

Only as your specific lease allows, and typically subject to landlord approval. Review your lease's assignment and subletting clause, or contact us with questions.

Renewal rights and timing are defined in your lease. Contact us before your option window closes if you're considering renewal.

This depends on the property, the use, construction and alteration history, applicable law, and your lease's allocation of responsibility between landlord and tenant — contractual allocation doesn't necessarily eliminate obligations imposed by law on either party. For a definitive answer for your specific space, this generally warrants a qualified legal or accessibility review.