Frequently asked questions

The questions our intake team answers most often.

Is this an emergency or a routine work order?: Active water, a gas smell, no heat when it is below freezing, and being locked out are treated as emergencies and go to on-call staff right away. Everything else is logged as a routine work order.
My kitchen is flooding right now, what do I do?: If you can safely reach it, turn off the shutoff valve under the sink or the main water shutoff, then call. We escalate active water immediately.
How much notice do I need to give before moving out?: 30 days written notice, per the lease on file. We can confirm your exact date and any early-termination terms during the call.
When does my lease renewal notice need to go in?: 60 days before your lease end date. We will confirm the exact date on file rather than estimate it.
Can I book a walkthrough or a showing?: Yes. We book walkthroughs and showings against real availability and read the confirmed time back to you before we hang up.
What is the application process?: Apply online. There is a $50 non-refundable application fee per adult applicant. Approval typically takes 2 to 3 business days.
Do you allow pets?: Case by case, with breed and weight restrictions and a refundable pet deposit. Ask about your specific unit.
How do I check on a maintenance request I already submitted?: Give us your reference number, or your phone number and we can look up open items on the account.
When do I get my security deposit back?: Within 30 days of move-out, less any documented deductions itemized in writing.
Can I pay rent by phone?: We do not take payment over the phone on this line. We can text a link to the tenant portal for online payment.
I smell gas. What do I do?: Leave the unit immediately, call your gas utility's emergency line, then call us. This is escalated to on-call staff immediately.
Is there a fee for after-hours maintenance calls?: No fee to call and report an emergency. Any after-hours dispatch fee, if one applies, is disclosed in your lease.