Padsplit

Everyone needs a hand every once in a while and we’ve found that a little help can go a long way towards preventing a costly eviction and increasing Member tenure.

Hosts can now help prevent a Member’s termination due to collections.

How do I know which Members are at risk of termination?

Hosts will receive an email 24 hours before a Member’s termination. Hosts can find the financial status of a Member in the Member’s profile - Finances tab at any time.

Members with a balance at $300 or greater on their dues day are placed in financial probation. They then have 48 hours to bring their balance under $300 or their Membership with PadSplit will be terminated (see “

What happens if I have an outstanding balance?

Hosts will be able to prevent a Member’s termination during these 48 hours. Once the 48 hour period has ended, the feature will no longer be available and Hosts must contact PadSplit Support for any intervention.

Hosts can take the following actions to help prevent a Member’s termination: 

Issue a concession that helps reduce their balance and/or get them under the $300 cutoff

Give the Member more time to pay by extending their termination date

We’ve provided lots of information to help you make an informed decision. The following insights can be found in the Member Profile - Finance Tab: Member’s tenure, percentage of Member’s payments on time, the amount paid in late fees, and more.

If you need more information, feel free to contact the Member via their listed phone number or email.

 and the steps below for detailed instructions.

Select the property where the Member is living

Select the Member that you want to assist

Check the Member’s ‘Finance tab’ to get more information about the Member

Choose between two options: issuing a concession to the Member or pushing the Member’s termination date

Members will receive a notification about your decision, both via SMS, push notifications and in their dashboards. Communication outside of these automated comms are also encouraged.

How can I prevent a Member from being terminated for collections?

Select Hosts will now have the ability to self manage Member behavior in their homes using PadSplit’s 

, hosts have the option to remove a Key from that Member. When the final Key is removed, the violator’s PadSplit 

Hosts can remove a Key directly from a Member’s profile (see gif below). You’ll see the Member’s remaining Keys on the right side of the profile and a button to remove Keys. When removing a Key, you will need to choose which rule the Member violated. You can also add optional comments and attachments. After the Key is removed, you’ll see the violation in the Member notes and in the Key Changes History.

Hosts also have the option to replace a Member’s Key, which can be done from the same place.

Before removing a Key, you may choose to contact the Member (via phone, email or in person) to issue a warning. This is up to Host discretion.

How should I decide if a Key removal is warranted?

This feature is a tool to allow hosts to manage their Members and homes more effectively. The decision to remove a Key is completely up to the Host. PadSplit has supplied you with a number of resources to help you make this decision: 

The number of times a Member has previously been reported and the number of individual Members who have reported the Member

Photos or videos uploaded by the reporting Member to support the claim

The reporting and reported Members’ phone number and email address

The contact information for other Members of the home (to reach out if you need to corroborate the report or need additional information) 

The ability to visit the house to investigate current conditions

At the end of the day, you know what’s best for your house and the Members living there. Removing a Key and terminating a Member is at your discretion.

As a Host, it is important to remember the following: 

 may be subject to immediate termination outside of the Three Keys Policy.

PadSplit is committed to offering a fair environment for our Members. Members may always dispute a Key removal or Membership termination through our 

Termination is not the same as eviction. While the majority of terminated individuals leave their properties promptly and peacefully, a terminated Member may refuse to leave the premises. In these instances, Hosts are responsible for complying with all applicable laws to either 

 terminated Members. When PadSplit terminates a Membership, we are ending the contractual relationship between PadSplit and the Member. This is separate and apart from a Host evicting a Member from the Host’s property.  Regardless of PadSplit Membership status, Hosts retain the right and duty, should the need arise, to evict residents in their property. In most states, Landlord-Tenant law is very clear on what constitutes a lawful and unlawful eviction. It is the Host's responsibility to inform themselves of applicable Landlord-Tenant law and comply with relevant law.  Should a Host decide to evict a PadSplit Member regardless of Membership status, the Host assumes all liability for doing so.

How to Utilize the 3 Keys Feature (for Pilot Program Hosts)

As of August 2023 PadSplit has replaced its 3 Keys Policy with a new comprehensive system for ensuring the happiness and safety of the PadSplit community.

. Members who violate the Membership Rules are subject to: 

 Members are now rated by their Hosts and 

. Consistent negative feedback will result in a low Member Score. A low score will jeopardize the Member’s ability to rent their current room and any room within PadSplit. 

A very low score (score of 1 or a score of 2 for greater than 4 weeks in a row) will automatically terminate the Member’s PadSplit Membership. They will need to vacate their current property and they will be banned from booking with PadSplit again.

. If a Host declines to renew an occupancy, the Member must move out in the specified time period. 

deny a Member’s booking or transfer requests

Violations of PadSplit's Membership Rules can result in fines and charges for damages incurred.

Fines can be issued at the request of a Host with PadSplit approval. To issue fines, please contact Host Support.

 A Host can decline to renew a Member’s occupancy and ask that they vacate in a specified time period. A Notice to Vacate may also cause future Hosts to 

deny this Member’s booking or transfer requests

 It is important to note that any rule violation involving criminal activity may be subject to immediate termination. Members who have a 

 issued against them by another Member of the household will be terminated immediately. In addition, PadSplit will enforce a separate policy for rule violations involving violence. Please refer to 

"What is PadSplit’s policy on violence occurring inside of the home?"

Members that have previously lost Keys under PadSplit’s former 3 Keys Policy will start off with lower Member Scores to reflect these infractions.

Member Behavior Management at PadSplit (formerly the 3 Keys Policy)

PadSplit is a community of shared responsibilities where each Member pledges to abide by the 

. In order to ensure the happiness and safety of the entire PadSplit community, PadSplit relies on Members and Hosts to actively participate in our 

, Hosts play an integral role in recording and acting on improper behavior. 

When witnessing a rule violation, we encourage you to 

. Host ratings have the greatest impact on a Member’s score. 

A very low score (score of 1 or a score of 2 for greater than 4 weeks in a row) will automatically terminate the Member and ban them from staying with PadSplit in the future.
Future Hosts may deny or accept this Member’s booking based on their score.

Serve as a warning to the Member. The Member will see your rating and comment. Be as specific as possible when providing feedback about the behavior you’d like to see corrected. 

In addition to rating a Member, Hosts have the following tools to mitigate improper behavior.

Message the Member through our in-app messenger to warn or have a conversation outside of issuing a rating

 the Member by contacting PadSplit Support

 where you feel you or someone else is in danger, please contact 911 before engaging with PadSplit. After contacting the authorities, you can inform PadSplit about a safety incident by filling out a safety report through your member profile ratings page, calling (770) 373-7863 or emailing 

. Safety issues concerning Members will be triaged according to our 

. Any rule violation involving criminal activity may be subject to immediate termination. 

Hosts should be honest and reasonable when issuing ratings. Ratings can affect a Member’s housing and standing within PadSplit and should not be used frivolously.

 process replaces our 3 Keys Policy. Members that have previously lost Keys under PadSplit’s former 3 Keys Policy will start off with lower Member Scores to reflect these infractions.

What should I do if I see a rule violation?

A Member’s contract with PadSplit may be terminated if any of the following conditions are met:

A Member fails to pay their dues and/or fines and 

 (score of 1 or a score of 2 for greater than 4 weeks in a row).

Per the Host’s request
Due to being named in a valid 

 (Temporary Protective Order) or the equivalent legal process 
PadSplit reserves the right to terminate a Member where we identify threats to shared living principles and values 

If a Membership is terminated due to a low Member Score or the Violence Policy, the Member will be banned from PadSplit. Members who are terminated for collections may return to PadSplit upon paying their back balance. Members who receive a Notice to Vacate may return to PadSplit after vacating their current home.

As a Host, it is important to remember the following:

Termination is not the same as eviction. While the majority of terminated individuals leave their properties promptly and peacefully, a terminated Member may refuse to leave the premises. In these instances, Hosts are responsible for complying with all applicable laws to either 

When PadSplit terminates a Membership, we are ending the contractual relationship between PadSplit and the Member. This is separate and apart from a Host evicting a Member from the Host’s property. Regardless of PadSplit Membership status, Hosts retain the right and duty, should the need arise, to evict residents in their property. In most states, Landlord-Tenant law is very clear on what constitutes a lawful and unlawful eviction. It is the Host's responsibility to inform themselves of applicable Landlord-Tenant law and comply with relevant law. Should a Host decide to evict a PadSplit Member regardless of Membership status, the Host assumes all liability for doing so.

When can a Member be terminated?

When a Member stays past their termination date, Platform Hosts are responsible for peacefully removing or legally evicting terminated Members. We know this can be challenging, especially during the ongoing pandemic. Here are some resources and reminders to help you navigate this process. 

At the point of termination, a Member has received a series of notices and resources that make it clear that their residency has ended. Still, it is helpful to speak to the terminated Member in person. Our internal property management group has found success using versions of the 

Here are some links to help you navigate the evictions process, should you need to file. 

 (outsourced evictions company used by our internal property management group). For more information on working with Evict Them For Me, see 

Working with PadSplit's recommended evictions vendor

Lock codes should not be deactivated and maintenance tickets should continue to be addressed for any occupied room. It is considered an illegal eviction to deny access to the room without an eviction.

What if a terminated Member won’t leave?

Platform Hosts are responsible for peacefully removing or legally evicting terminated Members.

We know evictions can be challenging, especially during the ongoing pandemic. If you are having trouble navigating the evictions process, a trusted vendor can help. PadSplit's internal property management group has found much success working with

The following steps should be taken if you have chosen to proceed with an eviction, whether or not you are using our referred vendor Evict Them For Me.

There are three steps to take via your Host Dashboard. You can find detailed instructions by watching this 

In order to obtain a ledger with the necessary information to file, please email 

 with the Member’s full name, property address and room number. Our team will then provide you with a spreadsheet containing the following information for you to use in your filing: 

If using Evict Them For Me: To create an account and register your eviction with Evict Them For Me, please follow 

. Evict Them for Me will ask for the information that was provided by Support. 

If you have any additional questions please feel free to reach out to support@padsplit.com.

Preparing for an eviction

PadSplit Hosts own and operate the homes on the PadSplit platform. As such, PadSplit Hosts have the ability to provide a “notice to vacate” to any Member at any time. 

The “notice to vacate” option is available on an individual Member’s page of your Host Dashboard. 

You will need to choose the reason for asking the Member to vacate, which will be shared with the Member and any future Hosts. Please choose the reason that best describes the situation. The reasons are:

When you send a notice to vacate, the Member will be notified of their upcoming move-out date. The reason chosen will be shared with the Member, but any notes you leave will remain private. The Member will have the option to transfer to another PadSplit property. When providing the notice, you can decide if you would like to prohibit the Member from booking another one of your properties. 

The Member is notified that they must continue to pay during their move-out period. Failure to pay will result in termination, in accordance with PadSplit’s 

. The Member can move out earlier than the assigned date, if they choose. 

It is your responsibility to know the laws in your area to determine how much notice you are required to give a Member before their move-out date. Our product will limit you to providing at least 14 days notice. 

While most Members will leave voluntarily and on time please note that a notice to vacate does not guarantee cooperation or supersede eviction law. For these reasons, we recommend using this option after careful consideration.

 as an option for improving Member behavior.  

How can I ask a Member to leave my property?

Each PadSplit Member has a score based on ratings from Hosts and other Members in their home. A 

 is an important part of their PadSplit identity.

Hosts should rate a Member whenever they see positive or negative behavior occurring. 

To rate a Member, navigate to their Member Profile and click on the “Rating” tab. Here you’ll see a prompt to “Rate Member”. You’ll be led through a survey to provide feedback to this Member. 

Please note that your feedback is not anonymous and will be shared with the Member so they can work to improve their behavior. 

How do I see a Member’s Score and corresponding feedback?

To view a Member’s score and feedback, navigate to their Member Profile and click the “Rating” tab. There you’ll see the Member’s overall rating, which includes ratings from all occupancies, and any feedback they’ve received from other Members or Hosts. 

While you will see all names of the Members who submitted feedback, please note that some are submitted anonymously (noted by a “left anonymously” label by the written feedback). Please be sure to respect the anonymity of the submitter when speaking with Members. 

Does the Member Score replace PadSplit’s 3 Keys Policy?

Yes. PadSplit’s 3 Keys Policy has been replaced by a comprehensive 

 system. Rating your Members is an important component of this system. 

Where can I see a Member’s Score during booking?

 will be able to see a Member’s score before accepting or denying the booking. The member score will be visible in the Member List on your host dashboard as well as within the member profile.  

. Any rule violation involving criminal activity may be subject to immediate termination. 

Rating a Member

Members and Hosts can communicate directly with each other through the PadSplit messenger. The messenger opens as soon as a Member makes a booking request or has a move-in date scheduled (instant book). 

You can access the messenger either via your web dashboard, by clicking the messenger icon in the top right corner of the navigation bar, or through your PadSplit app on iOS or Android. 

If your chat thread with the Member remains inactive for 24 hours, it will automatically close and the Member will be guided to submit their issue through the correct channel (e.g. maintenance ticket, PadSplit support team). A Member can always request to chat with a Host, and the Host can decide whether to respond. 

As a Host, you have several features available to you through the messenger. You are able to silence notifications, choose how you would like to be notified, and actively close or open a chat with a Member. You can also create pre-written move-in messages that will automatically send out to any new Member on their move-in day. This feature is only available through the app. 

Clicking on the Member’s name will take you to their profile. 

Messaging your Members

Everything a Host needs to know -- from listing to operating a home -- to succeed with PadSplit.

Member Management