Frequently Asked Questions (FAQ) for Property Owners & Managers

The below questions particularly apply to property owners & managers. Please still be sure to review:

  • The General FAQs for information about tenant eligibility and other program topics;
  • Application Portal User Manual
  • Application Portal How-To Video

FAQs on the Application Portal

1) I need someone to walk me through the portal. Who can I call?

Due to the large volume of calls and applications, we cannot walk everyone through using the portal or respond to general phone calls for assistance. We encourage everyone to review the User Manual, How-To Video, and eligibility/documentation requirements, which will answer many questions. If you have a specific issue or question, please email and include the nature of the issue in your email so we can respond.

2) I submitted an application and need to add tenants but can't make any edits?

For multifamily properties, please note that the application portal is property-based and not tenant-based. All tenants for one property should be entered and saved, then submitted when you have all complete.

Once submitted, the application is locked unless it is reopened by DSHA staff for edits. Please email if you need to request to have a submitted application reopened. Please include identifying information about your property/application (name of management company, name of person submitting application, etc.) so we can identify it within the system and unlock it for editing.

3) It won’t let me upload documents, what do I do?

If you are uploading tenant documents, be sure you have inserted a tenant, then have that tenant selected (name/row will be highlighted yellow). The box to upload tenant documents should appear. Do not click “insert” to upload documents! “Insert” adds tenants.

4) It won’t let me submit, and keeps asking for documents I already uploaded! What is going on?

The portal requires certain documents be uploaded for each tenant entry. You may have accidentally created more tenant entries that it is now requiring documents for. Email for help.

Other Questions

5) When will I hear from someone after I submit an application?

The landlord will receive a confirmation when the online application is submitted and an email notification of any application deficiencies that need to be resolved or when the application is approved. Due to the anticipated volume of applications, DSHA cannot reply to individual questions about the status of applications.

Communication about the program will be done primarily by email. We strongly encourage you to check your email inbox frequently, including the spam folder, to make sure you are seeing and responding to any communications. Emails from the system will come from the address:

6) Do I have to agree to not evict the tenant?

If you accept DEHAP assistance, you are agreeing to not evict the tenant due to non-payment of rent for the period covered by DE HAP payment and waive arrears from before the period covered by DE HAP payment. Other arrears may be addressed in a stipulated agreement reached through the Courts.

If you have filed for summary possession in the Justice of the Peace Court you may be referred to DE HAP. If eligibility criteria is met, DE HAP payments will be approved once you submit documentation that the case was dropped or resolved via mediation.

7) I have already filed for eviction for this tenant/intend to file for eviction. Can I still apply?

We hope you will consider waiting until assistance can be provided. However, yes, you can still apply, but note that the required legal statement commits that, if it is approved and you accept DEHAP payment, any existing eviction action must be dropped.

8) How are payments distributed?

DSHA will make a payment directly to the property owner/manager. The portal will request ACH/direct deposit information to make this payment. Direct deposit is strongly encouraged. Please be aware checks may take longer to process and must be mailed to the entity/address listed on the W9.

9) What costs can DEHAP cover?

DEHAP can cover rent arrears after March 1, 2020 and current rent due up to December 31, 2020, up to the maximum of $8,000. DEHAP cannot cover late fees.

10) Should I submit the lease and renewals, even if the renewals are not signed? Does the lease have to be current?

If the lease is expired, as long as the rent requested in the portal is the same stated in the lease, this is acceptable. Please submit the existing lease.

If the rent has changed since the original signed lease, a renewal stating the new lease is needed. The rent stated on the lease or renewals must match the rent due entered into the portal. If lease renewals are not signed, submit both the original lease and renewal statement.

11) I don’t have a voided check/checks. Can you accept a deposit slip or other documentation from my bank with the routing number and account number?

Yes, please upload.

12) My tenant is only behind $1,000. Can we apply now and apply again later if they are not able to pay again?

DEHAP can also cover the upcoming/current month due rent, up to the maximum of $8,000. Additional payments can be made (currently only through December 31, 2020) without fully applying again, but it is preferable to process as much assistance as possible in one payment. If the property and tenant have been approved and paid, but are not at the max of $8,000 and additional assistance is needed, please email with the property number or other identifying information and request. For example, if DEHAP paid for arrears and September 2020 (less than the $8,000 maximum), but the tenant is not able to pay October - Dec, email to request payment.

13) My tenant received DEHAP assistance through October but now needs help with November and December. Do I have to apply again?

No. Email with your property number and rent due/paid information for the months requested, up to December 2020. We will process additional payments, up to the program maximum of $8,000.

14) How long will it take to receive approval and payment?

Review time is currently about 3 weeks, but we’re working to reduce that and have edited program forms to help avoid some common errors that are requiring applications to be returned for edits.

Carefully checking program information and the document checklist and ensuring all paperwork is completed fully and meets the requirements is the most helpful thing you can do to speed processing.

Applicants who receive a notice of incomplete application with instructions to provide missing information must successfully provide all necessary information to move their application forward. Funding will not be reserved for incomplete applications.

Once you receive an email notice that the application has been approved, payment will be processed within 10 business days, likely less. Direct deposit payment is strongly preferred.

15) Are Low Income Housing Tax Credit properties eligible? What subsidy programs make a tenant ineligible?

Residents residing in an income-based property with affordable rents such as a Low Income Housing Tax Credit property, but who are not receiving a federal or state rental subsidy are eligible.

Examples of subsidy programs that make the tenant ineligible include:

  • Public Housing;
  • Housing Choice Voucher/Section 8;
  • State Rental Assistance Program (SRAP);
  • Other tenant-based subsidy programs such as VASH, Family Unification Program (FUP), Section 811 Mainstream Vouchers; and
  • Other project-based subsidy programs such as HUD project-based Section 8, HUD Section 202 and Section 811 Rental Assistance, USDA Rural Development rental assistance.

These programs provide housing subsidy based on a tenant's income. In these circumstances, the tenant should be in touch with the Public Housing Authority (PHA) who issued their voucher, or, for project-based rental assistance or public housing, with the property manager to adjust their subsidy amount based on their current income. They may also contact the agencies listed on the Resources for Renters page of DSHA's website to see if they may be eligible for other sources of assistance.

This does not include other programs like federally insured mortgages, only ongoing rental assistance where the tenant pays only a certain portion of their income towards rent.