Every question we get from landlords — answered straight.
Residential rental properties — single-family homes, condos, and small multi-family buildings (think duplexes and triplexes). We don't manage commercial properties, large apartment complexes, or vacation/short-term rentals.
We manage properties across Greater Boston and the surrounding communities, including Stoneham, Woburn, Wakefield, Andover, North Andover, Reading, North Reading, Lynnfield, and Burlington. If your property falls outside that general footprint, reach out anyway — we'll be honest about whether it's workable.
We don't take on properties we can't physically be at quickly. Emergency response and in-person maintenance are core to what we do, so proximity matters.
Reach out through the contact form or call us at (617) 320-7550. Tell us a little about the property — location, unit count, whether it's currently occupied, and what's prompting you to look for a manager.
We'll schedule a property walkthrough and have a real conversation about what your situation requires and whether we're the right fit. No hard sell — we'd rather tell you upfront if it's not going to work than sign a contract and underdeliver.
Typically one to two weeks from signed agreement to fully operational. That covers the property walkthrough and condition documentation, setting up the owner and resident portals, gathering existing lease and deposit information, introducing ourselves to current tenants, and confirming maintenance history and any open items.
If the property has existing tenants who need to be notified and transitioned, that part moves at whatever pace feels appropriate — we don't abruptly change the tenant relationship on day one.
We walk the property with you room by room. We're looking at condition, noting anything that needs attention, photographing and documenting the existing state, identifying any deferred maintenance, and getting a feel for what the property typically requires to keep running well.
We also use the walkthrough to establish a condition baseline — that documentation protects you if there's ever a dispute with a tenant about security deposit deductions. We'd rather have it and not need it.
If the property needs work before tenants move in, we'll tell you that at the walkthrough — including an honest assessment of what's genuinely necessary versus what's purely cosmetic.
No. Tenant placement — advertising a vacancy, showing the unit, screening applicants, and executing a new lease — is a licensed activity in Massachusetts. Embar doesn't have a real estate license and doesn't perform these services.
When a unit needs to be filled, we refer the owner to an independent licensed broker. The owner engages and pays that broker directly. Embar receives no referral fee or compensation from the broker relationship — we just point you in the right direction.
Once a tenant is in place, we take over everything: managing the tenancy, collecting rent, handling maintenance, coordinating renewals, and managing the move-out when the time comes.
M.G.L. c. 186 §15B governs security deposits in Massachusetts. Key requirements: deposits are capped at one month's rent, must be held in a separate interest-bearing account that cannot be commingled with operating funds, and tenants are entitled to annual interest on their deposit. Improper handling — including commingling — can forfeit the landlord's right to retain any portion of the deposit.
We hold security deposits in a dedicated trust account, entirely separate from Embar's operating funds. Tenants receive written receipts with the account information and are credited annual interest as required by law. We track deposit records and provide documentation to both owner and tenant throughout the tenancy.
When a tenant vacates, we conduct a move-out inspection, compare it against the move-in condition documentation, and advise the owner on any deductions that are supportable under MA law. We don't advise on deductions that won't hold up — the risk of improper handling falls on the owner, and we'd rather do this right.
As of August 2025, Massachusetts prohibits charging tenants broker fees. The rule is simple: whoever hires the broker pays the broker. Since owners hire their own broker to find and place tenants, the broker fee is the owner's obligation — not the tenant's.
This doesn't flow through Embar at all. The owner engages their broker directly and pays them directly. We're not involved in that financial relationship.
No. Massachusetts law prohibits charging any application or screening fee to prospective tenants. Credit checks, background checks, and other screening costs are absorbed as a business expense — by the broker performing tenant placement, not passed through to the applicant.
Since we don't do tenant placement, screening costs during the leasing process are between the owner and their broker. Embar doesn't charge screening fees at any stage.
We offer two tiers:
Both tiers include emergency coverage. The percentage is applied to actual collected rent — if rent isn't collected, we don't bill a fee on it.
Placement within a tier — and which tier fits — is based on the actual work the property requires. Factors include the property's age and condition, maintenance history, tenant stability, how actively the owner wants to be involved, and whether the property has systems or quirks that require more hands-on attention.
We walk through this reasoning with you at the outset and tell you where we'd place the property and why. If you think we got it wrong, say so — we'd rather negotiate that upfront than have either side feel like the deal doesn't make sense six months in.
There's no minimum monthly fee charged for vacant units. If rent isn't being collected, the percentage-based fee doesn't apply. The management relationship continues — we're still coordinating turnover, repairs, cleaning, and the transition back to occupancy — but we don't bill a flat fee just to hold the account open during vacancy.
Work performed during a vacancy (repairs, cleaning, lock changes) is billed at time and materials for Basic clients. Premium clients have turnover coordination included.
Yes. Two common add-ons:
Routine repairs under $200 are handled without a separate coordination charge — they're part of what the management fee covers.
Tenant placement and leasing is explicitly not included — that's a licensed activity we don't perform. The owner engages a licensed broker separately for that.
Also not included: the cost of materials and third-party labor for repairs (billed at actual cost), capital improvement project costs (we coordinate; you pay the contractor), and legal costs associated with eviction proceedings (we coordinate the process; attorney fees are the owner's).
The management fee covers Embar's time and services. It doesn't cover the cost of other people's work on your property.
It depends on the tier:
Tenants pay rent through the RentRedi resident portal — an online platform that supports ACH bank transfers and card payments. Tenants get a login, set up their payment method, and pay on a schedule. We get notified of payments and can see the status of each unit in real time.
Paper checks are generally not accepted for ongoing rent. The portal creates a clear payment record for everyone — tenant, owner, and us — which matters if there's ever a dispute.
Yes. Rent collected on behalf of owners and security deposits are held in a dedicated trust/escrow account entirely separate from Embar's business operating funds. This is required under M.G.L. c. 186 §15B for security deposits and is our practice for all managed funds regardless.
Commingling client funds with operating funds is something we take seriously — both legally and as a matter of basic trustworthiness. Your money isn't floating in our general account.
Monthly, after rent has been collected and any deductions processed. You receive a disbursement with an accompanying monthly report showing gross rent collected, management fee, any approved repair costs deducted, and your net amount.
Timing aligns with rent collection — typically mid-month or by the end of the month following the due date, depending on when tenants pay and how quickly ACH transfers clear. We'll set clear expectations on the specific disbursement schedule during onboarding.
For Premium clients: the management fee percentage, plus any approved repair costs that were pre-authorized by the owner (within or above the $200 threshold). You see the full breakdown in the monthly statement before funds are transferred.
For Basic clients: repair costs are invoiced separately and the management fee is also invoiced separately — disbursement is the gross collected rent, net of nothing. You pay the invoice on the other side.
Nothing is deducted without your approval or prior authorization. Surprise deductions don't happen here.
We reach out to the tenant promptly — typically within a day or two of a missed payment — to find out what's going on and establish a timeline. A late fee is applied per the terms of the lease.
We notify the owner of any payment issues as soon as we're aware of them. You're not going to find out at disbursement time that rent was short — we'll tell you right away.
If the situation isn't resolved in a reasonable timeframe, we escalate to a formal notice and, if necessary, coordinate eviction proceedings with an attorney. See the Tenant Relations section for more on that process.
Security deposits are collected at lease signing and held in a dedicated interest-bearing account per M.G.L. c. 186 §15B. We provide tenants with written receipts including the bank and account number as required by law. Deposits are capped at one month's rent under Massachusetts law — we won't collect more than that regardless of what anyone asks.
Annually, we calculate and credit tenants the statutory interest on their deposit. At move-out, we conduct a condition inspection, advise the owner on any supportable deductions, and handle the deposit return (or properly documented withholding) within the 30-day window required by MA law.
Improper handling — late return, missing receipts, commingling — can forfeit the owner's right to keep any portion of the deposit. We've structured our process specifically to avoid that outcome.
The management fee covers our time: coordinating maintenance requests, assessing what needs to be done, communicating with the tenant, and overseeing the work. Quick minor repairs — a running toilet, a stuck lock, a dripping faucet, a tripped GFCI — we handle within the fee.
Anything that's a real job — an appliance replacement, plumbing repair, HVAC work, a roof issue — is scoped and quoted separately. Materials and any specialized trade labor are always billed at actual cost. We're not marking up the plumber's invoice.
The honest line is: if it takes less than an hour and a quick trip to the hardware store, it's in the fee. If it's its own project, it gets a proper quote.
For any repair with a cost exceeding $200, we get owner approval before proceeding — no exceptions, no "we already did it" after the fact. Below that threshold, we handle routine repairs without waiting for approval so tenants aren't left waiting on small fixes while we play phone tag.
The $200 limit is a practical balance: it keeps the small stuff moving quickly, and it ensures you're in the loop on anything that's going to affect your disbursement in a meaningful way.
In genuine emergencies — a burst pipe, a heating failure in winter, a safety hazard — we act first and notify you immediately. We're not going to let a pipe flood your unit because we couldn't reach you by phone.
Tenants submit requests through the RentRedi portal. We review and triage every request — typically responding to the tenant within one business day. Actual repair timing depends on urgency and scheduling, but we treat a two-to-three day window as a normal target for non-emergency repairs.
Emergencies are different — those get handled the same day. See the emergency question below.
Owners are kept in the loop on anything above the $200 threshold or anything that affects the property's condition in a meaningful way. You're not going to find out about a significant repair after it's done.
Both. Matthew and Marc handle a wide range of repairs directly — carpentry, general maintenance, painting, and many plumbing and electrical tasks within our scope. For work that requires licensed trade specialists (electrical panel work, gas line repairs, HVAC, structural), we use a network of licensed trade partners we've worked with and vetted over time.
When we use outside contractors, we supervise the work and coordinate everything — you don't have to manage a vendor relationship. We're on-site when the work is done, we inspect the result, and we handle payment coordination. You see the actual cost on your report, no markup from us.
Both tiers include 24/7 emergency coverage. Our emergency line is (413) 242-6172. Tenants are given this number and instructed to use it for genuine emergencies — no heat in winter, a burst pipe, flooding, a gas smell, a major electrical issue.
When the emergency line gets a call, we respond immediately and dispatch to the property. We act first, document everything, and notify the owner as soon as possible — not after the fact days later, but as soon as there's a meaningful update to share.
Emergency response costs (labor, materials, emergency trade calls) are billed at actual cost. We're not charging an emergency premium on our own time, but after-hours plumber rates are what they are — we'll always tell you what something cost and why.
For capital improvement projects over $2,000 — a kitchen renovation, bathroom remodel, new HVAC system, significant structural work — we charge a 10% coordination fee on top of the project cost. That fee covers obtaining competitive bids, vetting contractors, managing the project schedule, owner communication, and inspecting completed work.
The bids include Embar's own proposal when we're capable of self-performing the work. You pick the contractor — we don't steer you toward ourselves if someone else is a better fit or a lower price. The 10% is our compensation for running the process, regardless of who does the work.
Projects under $2,000 are coordinated without the additional fee — that falls within normal maintenance management.
Primarily through the RentRedi resident portal for maintenance requests, rent payments, and document delivery. For more immediate issues, we communicate by phone and text. Tenants have a direct line to us — not a call center, not a ticketing system that routes to whoever is on duty.
Once we take over management, Embar becomes the tenant's point of contact for all property-related matters. We handle everything so you don't have to take calls at 7pm about a dripping faucet. If something requires the owner's input, we handle that conversation with you and relay what's needed back to the tenant.
We conduct a thorough move-in inspection with the tenant — room by room, photographed and documented. Both parties sign off on the condition report. This is the baseline against which any move-out deductions are measured.
We also handle key handoff, orient the tenant to building systems (heat, hot water, utilities, trash), provide them with emergency contact information, and get them set up on the RentRedi portal if they aren't already. First impressions matter — a tenant who starts off with a smooth move-in is more likely to be a good long-term tenant.
We track lease expiration dates and send renewal reminders — to the tenant and to the owner — well in advance (typically 90 days out). We coordinate the renewal conversation, advise on market rents if the owner wants input on whether to raise the rate, and handle the paperwork once terms are agreed on.
We don't push renewals on auto-pilot — if circumstances have changed (the tenant has been problematic, the owner wants to reclaim the unit, market rents have moved significantly), we flag those factors and have a real conversation about what makes sense. A renewal that doesn't serve the owner well isn't a good outcome just because it avoided vacancy.
We provide the tenant with written move-out instructions in advance — expected cleaning standards, key return, forwarding address for the deposit return. On or shortly after the vacate date, we conduct a move-out inspection comparing the unit's condition against the move-in documentation.
We compile the condition report, advise the owner on what deductions are supportable under Massachusetts law, and handle the deposit return (or documented withholding) within the 30-day statutory window. We also assess what repairs or cleaning are needed before the next tenant and coordinate that work.
We handle lease violations directly and document everything. Depending on the issue — noise complaints, unauthorized occupants, damage, lease term violations — we send appropriate written notices and follow the process the lease and Massachusetts law require.
We keep the owner informed throughout. Some issues get resolved with a single conversation. Others escalate. We'll be honest with you about where something is headed and what options you have — including when a situation is likely to require legal action.
We coordinate the process and handle everything on the property management side — proper notices, documentation, communication with the tenant, and working with the attorney. We don't represent you in court — that requires a licensed attorney, and the owner is responsible for those legal costs.
Massachusetts eviction law (summary process) has specific timelines, notice requirements, and grounds. We know the process well enough to make sure you don't undermine a case by skipping a step. If we think an eviction is likely, we'll tell you early and help you get in front of a qualified eviction attorney before things escalate further.
The management relationship continues — we're not stepping back just because the unit is empty. We assess what needs to be done to get it ready for the next tenant (cleaning, repairs, paint touch-ups, lock change), coordinate that work, and keep the owner updated on the timeline and costs.
No minimum monthly fee is charged during vacancy. The percentage-based fee doesn't apply when there's no rent being collected. Work performed to prepare the unit is billed separately at cost.
A standard turnover covers: a detailed move-out condition report, any repairs needed to address tenant damage or deferred maintenance, professional cleaning coordination, lock re-keying (strongly recommended between tenants), and a final walk to confirm the unit is rent-ready before the next tenant takes possession.
For Basic clients, turnover work is billed at time and materials — you pay for what it actually costs. For Premium clients, turnover coordination is included in the management fee; the cost of materials and any specialized trade labor is still billed at actual cost, but Embar's coordination time is not separately charged.
Yes. Once the owner has engaged a broker, we work alongside them — providing property access for showings, sharing condition reports and documentation, coordinating the timing of the unit being "show-ready," and handling the transition once a lease is signed and a move-in date is set.
We don't have a financial relationship with any specific broker and don't steer owners toward any particular individual. Our referrals are based on who we think does good work in the area — nothing more.
Month-to-month. The agreement continues until either party cancels with 30 days' written notice — no minimum term, no lock-in.
Two scenarios:
We're not trying to trap anyone. If the relationship isn't working, we'd rather part cleanly than limp through the rest of a contract.
Tenants are notified of the management change by both parties — typically a joint letter explaining the transition, new contact information, and payment instructions. We coordinate this with the owner to make sure tenants aren't left confused about who to call or where to send rent.
Security deposits are transferred to the owner or successor manager with full written documentation — the original deposit amount, interest accrued, bank information, and any amounts already applied or withheld. Massachusetts law governs deposit handling regardless of who manages the property, so this transfer needs to be clean and documented. We make it so.
Open maintenance requests are handed off with status notes. We don't leave outstanding work undocumented when we exit.
Yes. The agreement works both ways. If Embar determines we can no longer manage a property appropriately — whether due to a change in our capacity, a situation at the property we can't effectively handle, or a working relationship that isn't functioning — we'll give the owner proper notice and make an orderly exit. The $300 early-cancellation fee does not apply when we initiate the cancellation.
We'd rather be honest about our limits than stretch into a situation where we're not performing. If something changes that affects our ability to do this well, we'll tell you directly.
The agreement does auto-renew, but we send a reminder to the owner before the renewal date. We're not trying to sneak a renewal past anyone. If you want to exit, give us 30 days' notice before the renewal date and there's no fee and no complication.
If you forget to give notice and the agreement renews, we'll still work with you — a 30-days-notice exit after renewal is fine with no penalty. We'd rather lose the account cleanly than hold someone to a contract they don't want to be in.
Every property is different. Reach out and we'll give you a straight answer about whether we're the right fit.
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