Step 1: We Receive and Review Your Application
As soon as your application comes through TenantCloud, we're notified. The first thing we do is check that everything is complete — all required fields filled in, all adult occupants listed, and that a unit is actually available for your desired move-in window.
If something is missing or unclear, we'll reach out before the review goes any further. You won't just sit in limbo — we'll tell you what we need.
Step 2: You’ll Receive a Link to Complete Your Background and Credit Check
Once your application is received, TenantCloud automatically sends you a link to pay for and run your own background and credit check. The fee is $40 per adult applicant and is paid directly through the screening portal — this is a standard, non-refundable charge that covers the cost of the report.
The check runs as soon as payment is submitted. It typically takes just a few minutes to process and covers:
- Credit history — we're looking at your overall credit picture, not just your score. A few late payments from years ago land differently than a pattern of recent missed bills.
- Criminal background — standard screening per Fair Housing guidelines. We evaluate on a case-by-case basis; serious recent offenses involving property damage or violence are typically disqualifying.
- Eviction history — prior evictions show up here. An older eviction with a strong recent rental history is viewed differently than a recent one.
Check your email (and spam folder) for the screening link after you submit. The review process can’t move forward until the check is complete, so the sooner you pay, the sooner we can make a decision.
Step 3: Ownership Reviews the Background Check
Once the background check results come back through TenantCloud, ownership reviews them. This is a deliberate step — before we ask you for income documents or contact your previous landlord, we want to make sure the screening results are something we can work with.
If the background check raises something that doesn’t meet our criteria, we’ll let you know at this point rather than taking more of your time. If everything looks good, we move on to the final piece: income verification.
Step 4: Income Verification
If ownership decides to move forward, income verification is the last step before a decision is made. This is where we confirm you can comfortably cover the rent.
- Automated income verification via PayScore: We use PayScore to verify income digitally — a fast, secure tool that pulls income data without requiring you to upload documents manually. There is a $10 fee for this service, charged separately from the background check fee.
- Additional documentation: In some cases we may follow up and ask for supporting documents — such as recent pay stubs or bank statements — to supplement what PayScore returns. If we need anything, we’ll reach out directly and let you know exactly what to send.
- Previous landlord check: We contact your most recent landlord by phone to confirm your tenancy dates, rent amount, and whether you left the unit in good standing. Most landlords respond same day or next day. If yours takes longer, we’ll still move forward with what we have.
- Employment verification: For some applicants, we may call your employer to confirm current employment. This is usually a quick call to HR or a manager — it doesn’t require a formal letter.
💡 Tip: Give your previous landlord a heads-up that we may be calling. A quick text letting them know speeds things up considerably and reduces the chance of a missed call causing a delay.
Step 5: A Decision Is Made
Once income verification is complete, we make a final decision. Most applications are processed within 1–2 business days of a complete application being submitted. If we’re waiting on a landlord reference or something came in late on a Friday, it may slip to the next business day — but we don’t sit on applications.
The outcome is one of three things:
- Approved — you’re cleared to move forward with a lease.
- Approved with conditions — typically an additional deposit or a co-signer requirement, based on something in the screening results. We’ll explain exactly what and why.
- Declined — we’ll tell you the reason. Common reasons are income below our threshold, a recent eviction, or a criminal record that doesn’t meet our criteria.
How We'll Notify You
We reach out by phone first, then follow up by email. If we can't reach you after a couple of attempts, we'll send the decision in writing via email so you're not left waiting.
If you're approved, that call is also when we'll go over the next steps — lease signing, the security deposit, and your move-in date. Have your questions ready.
If You're Approved: What Comes Next
Approval isn't the finish line — there are a few things to take care of before the unit is officially yours:
- Lease generation — before anything is signed, we work with you to finalize the details: your move-in date, any pets and the associated pet policy, and any other items specific to your lease. Once those are confirmed, we generate the lease document.
- Sign the lease — done electronically through TenantCloud. We'll send you the lease to review, and you'll sign digitally. Read it before you sign; we're happy to answer questions about any clause.
- Pay the security deposit — due within a set window of your approval (we'll confirm the deadline on the call). Until the deposit is paid, the unit remains available to other applicants.
- Set up your TenantCloud account — if you haven't already, this is where you'll pay rent, submit maintenance requests, and access your lease documents. Our TenantCloud mobile guide walks you through the setup.
📌 Note on holding a unit: We can't hold a unit off the market while your application is pending. Once you're approved and the deposit is paid, it's yours.
If You're Declined
By law, if your application is declined based on information from a background or credit screening report, you'll receive an adverse action notice — either directly from us or from the screening company. This notice tells you which reporting agency was used and how to dispute the information if you believe it's inaccurate.
Errors in screening reports are more common than most people expect. If something on your report looks wrong, it's worth disputing — here's how that process works in Texas.
If you were declined for income or rental history reasons rather than a screening error, we're happy to have a straightforward conversation about what would need to change for a future application.
Questions While You Wait?
We understand waiting is stressful, especially if you're working around a move-out deadline. If it's been more than two business days since you submitted a complete application and you haven't heard from us, reach out — we want to know too.
Call or text us at (210) 698-6900, or email info@eastwestgroup.io. We'll give you a status update on the spot.
