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Property Owner FAQs

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If your question was not covered in our Property Manager FAQ, please contact Customer Services at (253) 502-8600 or toll free (800) 752-6745 or cservice@cityoftacoma.org.

Billing and Payments

How do I know if I have past due charges?

If you have past due charges or fees that will appear on your next bill (such as service establishment fees or late fees), a red triangle icon will display next to the amount due in the balance column on the “Owner Financial Overview” page.

How do I view my bill?

Once you are logged in, select the “Financial Overview” option for the property address, then click on the PDF icon to view your last bill.

If you are using Adobe Reader and have trouble viewing your bill, set your browser in compatibility mode by clicking on the torn paper icon next to the status bar, or by selecting the “Tools” option, then selecting “Compatibility View.”

What if service has been disconnected because my tenant did not pay their utility bill?

If the electric and/or water service becomes disconnected for non-payment of your tenant’s utility bill, the service will remain off until the delinquent balance is paid in full by the tenant or the tenant moves out. Then, once you or your agent approve the reconnection, the service will be transferred back into your name.

Is there a fee to start or stop service?

There is no fee when the utility service is moved from the tenant’s name to your name or a property manager’s name, as long as the service is covered by a Landlord Service Continuation Agreement. If the service is moved from your name to a tenant’s name, a service establishment fee of up to $21.60 (based on which utility services are requested) will be added to the first bill.

How do I make a payment?

Anyone can make a payment on a utility account by using the Quick Pay option on the Property Manager website. With Quick Pay, you can pay with a credit or debit card with the Visa or MasterCard logo without registering or logging in. You just need your credit card information and the utility account number. When your payment is complete, you can print the payment confirmation page or receive an email confirmation. Quick Pay is free to use.

Managing and Registering Accounts

What if the email address used to access Property Manager has changed?

If the master email address used to access your Property Manager account changes, please contact Customer Services at (253) 502-8600 or toll free at (800) 752-6745 or cservice@cityoftacoma.org to have your account re-registered with the updated email address.

What if an employee who had access to the Property Manager website leaves the company?

To manage access to your Property Manager account, you can always change the password by selecting the “Forgot/Reset Your Password?” link on the log-in screen and following the prompts.

How do I request to have power or water restored at a property or rental unit?

If you require a service to be restored, please contact our Customer Services at (253) 502-8600 or toll free (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m. to make your request.

What if I do not have a valid Social Security number for my new tenant?

We use Social Security numbers (SSN) to verify the identity of customers with service requests made online. If your tenant does not have a verifiable SSN, they can start service by visiting our office in person with a valid driver’s license, passport, military identification or state-issued identification.

I entered two tenants and the second one was validated. Why can’t I continue?

In order to complete the move in, the first tenant must be validated. If your second tenant is the only one eligible for service, start the move in process over again and validate them as the first tenant.

What is required to complete a move in?

In order to complete an online move in, the tenant’s first name, last name and SSN are required. Move ins will not be processed if any of this information is invalid or missing.

How can I be sure my request was received?

You can have a confirmation email sent to up to two recipients by entering the email address(es) on the confirmation page of the “Move Out” and “Move In” screens. You can also see any pending move in or move out activity on the “Manage Accounts” screen.

How can I make changes to pending requests?

Call Customer Services at (253) 502-8600 Monday through Friday from 8 a.m. to 5:30 p.m.

Registration

What if the email address used to access Property Manager has changed?

If the master email address used to access your Property Manager account changes, please contact Customer Services at (253) 502-8600 or toll free at (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m., or cservice@cityoftacoma.org to have your account re-registered with the updated email address.

What if I do not have a valid Social Security number for my new tenant?

We use Social Security numbers (SSN) to verify the identity of customers with service requests made online. If your tenant does not have a verifiable SSN, they can start service by visiting Tacoma Public Utilities in person with a valid driver’s license, passport, military identification or state-issued identification.

I entered two tenants and the second one was validated. Why can’t I continue?

In order to complete the move in, the first tenant must be validated. If your second tenant is the only one eligible for service, start the move in process over again and validate them as the first tenant.

Property Search

What if an address or unit I am looking for is missing?

If one of your units or addresses is not listed on the “Manage Accounts” screen, it could mean that the service has been turned off, that the Landlord Service Continuation Agreement is not active or that the unit address includes ineligible services (garbage, surface water or wastewater). For more information, contact Customer Services at (253) 502-8600 or toll free at (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m.

Can I search for a specific property/unit or tenant?

You can find a specific property or tenant on the “Manage Accounts” page by pressing the “Ctrl” button and the “F” button at the same time and activating the “find” feature for your browser. Type the property address, unit number or tenant name in the “find” field and press the enter button and the cursor will highlight each place the unit number or tenant name appears.

How do I start, stop or transfer service?

Once you are logged in to Property Manager, select the “Manage Accounts” option for the property address on the “Manage accounts/Financial overview” screen and follow the prompts.

Website Security

How do I know the site is secure?

You will see the “https” in the website address. The “s” means all transmitted information is secure.

We use enhanced security measures to ensure your sensitive data is protected. When you make a payment through Quick Pay with your Visa or MasterCard, Property Manager will direct you to our secure online payment partner, Trust Commerce, which will process your payment quickly and securely.

Will my password expire?

For your security, your password will expire after one year. Select the “Forgot/Reset Password” option on the log-in page to reset your password.

What if an employee who had access to the website leaves the property management company?

To manage access to your Property Manager account, you can always change the password by selecting the “Forgot/Reset Your Password?” link on the log-in screen and following the prompts.

What if the email address used to access Property Manager has changed?

If the master email address used to access your Property Manager account changes, please contact Customer Services at (253) 502-8600 or toll free at (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m., or cservice@cityoftacoma.org to have your account re-registered with the updated email address.

Start, Stop or Transfer Service

How do I start, stop or transfer service?

Once you’re logged in to Property Manager, select the “Manage Accounts” option for the property address on the “Manage accounts/Financial overview” screen and follow the prompts.

How do I request to have power or water restored at a property or rental unit?

If you require a service to be restored, please contact Customer Services at (253) 502-8600 or toll free (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m., to make your request.

Is there a fee to start or stop service?

There is no fee when the utility service is moved from the tenant’s name to your name or a property manager’s name, as long as the service is covered by a Landlord Service Continuation Agreement. If the service is moved from your name to a tenant’s name, a service establishment fee of up to $21.60 (based on which utility services are requested) will be added to the first bill.

Technical Requirements

What are the site’s minimum browser requirements?

Property Manager is compatible with a minimum browser level of Internet Explorer 7, Safari and Firefox. You may experience some challenges using Chrome.

Will my password expire?

For your security, your password will expire after one year. Select the “Forgot/Reset Password” option on the log-in page to reset your password.

Troubleshooting

The site is not working for me. What can I do?

You may experience some difficulty using the site if you are using a browser that is not fully compatible. Property Manager is compatible with a minimum browser level of Internet Explorer 7, Safari and Firefox. You may experience some challenges using Chrome.

If you are using Internet Explorer 10 or higher, set your browser to compatibility mode by clicking on the torn paper icon next to the status bar, or by selecting the “Tools” option, then selecting “Compatibility View.”

If you are having trouble with one browser, especially Chrome, download and install either Firefox or Safari.

What if an address or unit I am looking for is missing?

If one of your units or addresses is not listed on the “Manage Accounts” screen, it could mean that the service has been turned off, that the Landlord Service Continuation Agreement is not active or that the unit address includes ineligible services (garbage, surface water or wastewater). For more information, contact Customer Services at (253) 502-8600 or toll free at (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m.

How can I be sure my request was received?

You can have a confirmation email sent to up to two recipients by entering the email address(es) on the confirmation page of the “Move Out” and “Move In” screens. You can also see any pending move in or move out activity on the “Manage Accounts” screen.

Will my password expire?

For your security, your password will expire after one year. Select the “Forgot/Reset Password” option on the log-in page to reset your password.

What if the email address used to access Property Manager has changed?

If the master email address used to access your Property Manager account changes, please contact Customer Services at (253) 502-8600 or toll free at (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m., or cservice@cityoftacoma.org to have your account re-registered with the updated email address.

How do I request to have power or water restored at a property or rental unit?

To get service restored, please contact Customer Services at (253) 502-8600 or toll free (800) 752-6745, Monday through Friday, 8 a.m. to 5:30 p.m. to make your request.

What if I do not have a valid Social Security number for my new tenant?

We use Social Security numbers (SSN) to verify the identity of customers with service requests made online. If your tenant does not have a verifiable SSN, they can start service by visiting Tacoma Public Utilities in person with a valid driver’s license, passport, military identification or state-issued identification.

I entered two tenants and the second one was validated. Why can’t I continue?

In order to complete the move in, the first tenant must be validated. If your second tenant is the only one eligible for service, start the move in process over again and validate them as the first tenant.

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