FAQs
I received notification that my eligibility has been verified and my rental property has been added to the Participation Directory. What are the next steps for my tenants to receive rental assistance?

When a Landlord and their rental property are verified as eligible to participate in the program, an email with instructions on submitting the Joint Landlord-Tenant application is sent to the Landlord. Landlords should work with Tenants to gather the required documents and get the PDF joint application completed and signed. Lastly, the Joint Landlord-Tenant application needs to be submitted online with all of the required documents attached.

What happens if a landlord’s eligibility is verified, but a Joint Landlord-Tenant Application isn’t submitted?

Submitting the joint application is the most important step a landlord can take. If this application is not submitted, rental assistance cannot be granted.

Will I be responsible for reimbursing the program for any payment that is determined to be an overpayment or fraudulent request?

Yes. If there is an overpayment or misrepresentation and/or Fraud by the Tenant, BakerRipley will ask the Landlord to return the funds. If the Tenant is no longer leasing with the Landlord at the time of fraud determination, we will seek other actions against the Tenant.

Will landlords be required to provide evidence that they are compliant with the payment plan and/or waived late fees requirements?

Landlords will not need to provide verification at the time of enrollment but we reserve the right to request, as needed, any documentation to verify compliance with the Landlord Agreement.

I submitted my request to be a Participation Landlord more than 24 hours ago. Why is my property not listed in the Participation Directory?

Upon submission of your request, program team members need to verify that the property listed is within the City of El Paso. Once the verification is complete, your property will be listed in the Participation Directory. Check the website often. The verification could be instant or can take up to 2 days depending on the amount of requests received. We are working through all of the Landlord Enrollment Forms with a goal that all qualified landlords are listed on the website prior to Aug 2. If there is an issue with the verification which prevents us from verifying your participation, a program team member will email you with an explanation of the issue.

When will I be notified and when will I be paid?

Participating Landlords are not guaranteed payment.

Participating Landlords will be paid ONLY if:

  • a Joint Landlord-Tenant application is submitted,
  • the Tenant is deemed eligible, and
  • funding is still available.

The Landlord will receive a ‘Pledge’ notification every time a Joint Landlord-Tenant application is approved for funding.  The ‘Pledge’ notification will include the rental property information, name and information of the Tenant and the amount of rental assistance that will be provided. Once the ‘Pledge’ notification is received, the Landlord will receive an ACH payment within 14 days provided that the ACH payment details provided are correct.

My tenants are having trouble paying their rent. Can the City of El Paso help?

The City of El Paso’s EP Rent Help Program is being administered by the Paso del Norte Community Foundation, Under One Roof and other non-profit partners. As a landlord, you must apply on your tenant’s behalf. You’ll be required to submit information about your properties. Your tenants will have to provide you supporting documents to attach to their application. Please visit EPRentHelp.org to learn more about how the program works.

When can I apply? When will rental assistance be administered?

This is an open, three-step process. Rental assistance is disbursed on a weekly basis as rental applications are received and approved.

  •  STEP ONE: Eligible landlords access necessary forms and input preliminary information about their properties online at EPRentHelp.org.

    Tenants can start working with Landlord on application documents after Landlord is verified and listed in Participation Directory.
  • STEP TWO: Tenants and landlords gather and sign supporting documentation and input final application information online using the unique link provided to the Landlord at the time of program participation verification.
  • STEP THREE: The Paso del Norte Community Foundation and its partners will verify applications and disburse funds directly to Landlords, upon approval.
Do I have to have Internet access to participate?

Yes, the application process must be completed online.  While most city facilities are closed, the City of El Paso continues offering free WiFi services at many locations around town. Even though you can’t go into many of these facilities, WiFi services remain available in the areas immediately surrounding

the facilities. [Refer to city Wifi Map]

I don’t have a smart phone or computer. How can I apply?

The El Paso Apartment Association, YMCA, and the Mexican Consulate have graciously offered to allow landlords who don’t otherwise have access to a computer, to use public computers at their facilities:

Please call ahead to each location before you arrive. Computers will be available on a first-come, first-serve basis. Staff at these locations cannot provide technical support.


I’m having trouble using the Web site. Is there somebody who can help me?

If you are a landlord and you are having difficulty uploading the necessary application documents, limited technical assistance is available by calling (855) 8-EP-RENT. If you are a tenant seeking assistance, please contact your landlord directly.

How will the program be administered?

Here are some important facts about the program:

  • The program will not be administered on a first-come, first-first serve basis; rather, the partnership will seek to distribute the funds to those who are in the greatest need.
  • Landlords must apply on behalf of their tenants; tenants will be required to provide information to their landlords to complete the application.
  • While this program is limited to tenants living in the City of El Paso, they will not ask your immigration status nor will it be used in making decisions about who receives funding awards.

I have a property in El Paso County but not in the City of El Paso limits. Can I still apply?

No. The EP Rent Help program is limited to tenants living in the City of El Paso. However, El Paso County’s General Assistance Program is offering CARES Act assistance for individuals and families who live outside City limits of El Paso, can demonstrate loss of income due to COVID-19 pandemic and meet 150% of Federal Poverty Level. Their Web site is https://www.epcounty.com/famcom/careactassistance.htm

Is there a limit on how many properties I can register?

No. Landlords may enroll all properties located within City of El Paso limits.

Can tenants I evicted or have willingly vacated the property but still owe me rent apply to pay off their balance due?

No. Tenants must still reside in the property at the time of application.

What if my tenants need help for future months?

Landlords and Tenants may apply for rent assistance for months currently owed. Tenants may not apply for future months.

For what reasons might someone not be eligible to receive these benefits?

The following are reasons why someone would not be eligible for this program -

  • Live outside of the City of El Paso city limits
  • Reside in a Housing Authority of the City of El Paso or other federal assistance properties
  • Household income above the maximum threshold of 80% of AMI post-COVID-19
  • Household has not experienced financial harm as a result of COVID-19
  • No past due rent
  • Homeowners in need of mortgage assistance
  • Reside in a commercial property
  • Landlord is not a participating landlord

Is this a loan? Is it taxable income?

This money is not a loan. It does not have to be repaid. Consult with a tax professional to ensure that it is correctly reported when filing your 2020 taxes.

Is there a limit to how much I can get?

Eligible landlords may receive up to $3,000 in total assistance for past due rent per eligible tenant, for up to $1,000 per month.

When will money be available?

Our goal is to make funds available as quick as possible to help eligible tenants avoid eviction and keep their homes. Landlords may apply for their tenants using a Joint Application immediately upon receiving the rental property verification email with link and application attached.

What are the terms to become a landlord? Does the program cover late fees?

Landlords must agree to the following:

  1. Assess no penalties, late fees or interest to a tenant’s account for the months for which rental assistance is provided;
  2. Provide tenant credit for any partial payments;
  3. Rescind or cancel any prior notice to vacate and/or dismiss any eviction suit filed within 5 business days of receiving rent assistance payment;
  4. Not interfere with the tenant’s possession of the unit by changing the locks, cutting off utilities or removing appliances;
  5. Provide a 60-day notice to vacate to tenants who become delinquent on payment of rent within two (2) months of receiving assistance;
  6. Accept partial payments of rent and cap monthly late fees to $25.00 for tenants who become delinquent on payment of rent within two (2) months of receiving assistance;
  7. Be able to accept rental assistance payments via Automated Clearing House (ACH);
  8. Credit payment received to the tenant’s account within 5 days of receipt;
  9. Return any overpayments to BakerRipley within 5 calendar days;
  10. Repay funds for breach of contract;
  11. Comply with local, state, and federal eviction moratorium laws and federal anti-discrimination laws.

I see my rental property listed in the Participation Directory but haven’t received any information on how to apply. How do I submit an application for rental assistance?

All applications for rental assistance are to be submitted by landlords. Once a rental property has been verified, landlords will receive an email with a link to the Joint Landlord-Tenant Application for assistance. You can see a sample joint application here in English and here in Spanish. Please gather all of the required documents and work with your landlord to get an application for assistance submitted.

I am working with my landlord on submitting the Joint Landlord-Tenant Application for rental assistance. How will I know if my application was submitted successfully?

When the Joint Landlord-Tenant Application is submitted online, your Landlord should have seen a statement on the screen with a confirmation stating that the application was successfully submitted. That day, both you and your Landlord should have also received an email or text confirming your application submission. If you did not receive the confirmation on screen nor the email or text confirmation, then your application was not received.

How can I check the status of my rental assistance?

There is no online portal, phone number or other method to check on your application status at this time. If the joint landlord tenant application on your behalf was submitted successfully and you received a confirmation email or text, then within the next two weeks, you will receive a “Pledge” notification confirming the amount and months that we will be paying your Landlord on your behalf.

How long before I get notified if the Joint Landlord-Tenant Application submitted on my behalf was approved?

Joint applications are reviewed as they are received.  If the joint application was submitted successfully, you will receive either a “Pledge” notification informing you of the month(s) of assistance that will be provided or you will receive a “Denial” notification informing you of the reason(s) why your application was denied.

Will my landlord be notified of my application submission and status? Will I hear from someone if approved or only my landlord?

Both the Tenant and Landlord were notified if their Joint Landlord-Tenant Application was submitted successfully. If the joint application is approved, both the Tenant and the Landlord will receive the “Pledge” notification which will confirm the month(s) and amount(s) approved for rental assistance payment. If the joint application is denied, both the Tenant and Landlord will receive that notification.

If the Joint Landlord-Tenant Application submitted on my behalf is approved, when will my landlord get paid?

Landlords will be paid on behalf of Tenants within one week of the “Pledge” notification. Our goal is to pay Landlords starting in mid-August through September for all joint applications that are approved for rental assistance.

I’m having trouble paying my rent. Can the City of El Paso help?

The City of El Paso’s EP Rent Help Program is being administered by the Paso del Norte Community Foundation, Under One Roof and other non-profit partners. Your landlord must apply on your behalf. Please ask your landlord to visit EPRentHelp.org for more information.

When can I apply? When will rental assistance be administered?

This is an open, three-step process. Rental assistance is disbursed on a weekly basis as rental applications are received and approved.

  •  STEP ONE: Eligible landlords access necessary forms and input preliminary information about their properties online at EPRentHelp.org.

    Tenants can start working with Landlord on application documents after Landlord is verified and listed in Participation Directory.
  • STEP TWO: Tenants and landlords gather and sign supporting documentation and input final application information online using the unique link provided to the Landlord at the time of program participation verification.
  • STEP THREE: The Paso del Norte Community Foundation and its partners will verify applications and disburse funds directly to Landlords, upon approval.
Can payments be made to me (tenant) directly? Can I be reimbursed for rent I just paid?

Rental assistance payments will be made directly to the participating landlords for rent that is past due.

What if my landlord refuses to enroll in the program?

Since payments are made directly to your landlord, the program requires that the landlord enrolls as a participating landlord and agrees to the terms of the program. Your landlord must enroll as a participating property for you to be able to receive rental assistance. If your landlord refuses to enroll in the program, you may call United Way 2-1-1 to see if there are other resources to help you.

Do I have to live in the City of El Paso? What about immigration status?

While this program is limited to tenants living in the City of El Paso, we will not ask your immigration status nor will it be used in making decisions about who received funding awards.