Tenant FAQs

1. How do I submit a maintenance request?

Answer: You can submit maintenance requests through our online resident portal, which is accessible 24/7. Once submitted, our maintenance team will review and prioritize your request based on urgency. You may also call into our maintenance line at 203-745-5682 and select option 3. We respectfully ask that you do not call into our front desk for maintenance requests.

2. What qualifies as an emergency maintenance issue?

Answer: Emergencies include issues that impact safety or could cause significant damage to the property, such as gas leaks, major plumbing leaks, electrical faults, or lack of heating during cold weather. For these issues, please call our emergency maintenance number immediately, and we’ll dispatch assistance as quickly as possible. Issues like loss of hot water, no A/C, broken refrigerator, small/containable water leaks, or excessive noise are not considered overnight emergencies and our team will not be dispatched.

3. How do I pay my rent?

Answer: Rent payments can be made securely through our online resident portal. You can set up automatic payments or make one-time payments by bank transfer or credit card. Please make a note of fees associated with credit/debit card payments. If you need any help setting up your account, our team is here to assist.

4. When is rent due, and is there a late fee if I pay after the due date?

Answer: Rent is due on the 1st of each month, with a 9 day grace period. A late fee will be assessed on the 11th of the month if any amount of rent remains unpaid. If rent is still unpaid after this grace period, please reach out to us if you’re experiencing financial difficulties—we’re here to discuss potential solutions.

5. Can I personalize my apartment (e.g., paint walls, hang shelves)?

Answer: Minor changes, such as hanging pictures or small shelves, are usually allowed. However, for larger modifications, like painting or installing permanent fixtures, please submit a request through the resident portal before making any changes. We’ll review it and let you know if it’s approved or if conditions apply.

6. What is your pet policy?

Answer: Our pet policy varies by property, as some properties have restrictions on the type or number of pets allowed. In general, we require pets to be registered with our office. If accepted, a non-refundable $300 pet fee applies for each pet (maximum of 2 pets). Please contact us to confirm the pet policy for your specific property.

7. How do I renew my lease?

Answer: About 120 days before your lease expires, we’ll reach out with renewal options. You can also log into your resident portal to view renewal information or request an early renewal if you plan to stay long-term. We strive to keep the process simple and communicate any changes clearly.

8. What should I do if I need to break my lease early?

Answer: We understand that circumstances change, so please contact our office as soon as possible if you need to end your lease early. We’ll review your lease terms with you and discuss any applicable fees or options for finding a replacement tenant to minimize any penalties.

9. What are my options if I have a maintenance request over the weekend?

Answer: Our resident portal is available 24/7 for non-urgent maintenance requests, and we’ll handle these the next business day. For urgent maintenance issues that cannot wait until Monday, please call our emergency hotline at 203-745-5682 ext 3, and we’ll dispatch someone to assist.

10. Who should I contact if I have issues with other tenants or neighbors?

Answer: We encourage residents to communicate respectfully with one another when possible. In extreme cases, such as threats or criminal activity, call your local police. Except when absolutely necessary, our office does not get involved in neighborly disputes.

11. How do I set up utilities, and which ones am I responsible for?

Answer: Utility responsibilities vary by property, and they’re outlined in your lease. Upon move-in, we’ll provide instructions for setting up accounts with local utility providers. Please contact our office if you have questions regarding specific utility responsibilities.

12. Can I get a roommate or sublet my apartment?

Answer: Adding a roommate or subletting may be an option, but both require prior approval from our office and come with some additional fees. This ensures we maintain accurate lease records and can conduct necessary screenings. Please reach out before making any changes, and we’ll guide you through the process.

13. What should I do when I’m ready to move out?

Answer: If you’re planning to move out at the end of your lease, please provide us with a 60-day written notice. You’ll also hear from us around 120 days before your lease expiration reminding you of the 60-day requirement. We’ll send you a checklist to help ensure the property is left in good condition, which can assist with returning your security deposit quickly.

14. How is my security deposit handled, and when can I expect it back after move-out?

Answer: Your security deposit is held in a separate account and will be returned to you with interest, minus any necessary deductions for damages or unpaid rent, within 21 days of your move-out. We provide a detailed itemization if any deductions are made, and our goal is to make this process as straightforward as possible.

15. Can I transfer to another unit within the property or to another property you manage?

Answer: Yes, we offer transfer options for residents who want to move within our portfolio of properties. Contact us to learn about current availability and transfer policies. We aim to make transfers as seamless as possible and prioritize requests based on availability.

16. What is expected of me in terms of property upkeep?

Answer: As a resident, we expect you to keep your unit clean, promptly report any maintenance issues, and comply with lease terms regarding property care. Routine upkeep helps maintain the quality of your home and prevents minor issues from becoming larger problems.

17. What is the policy on parking, and how do I secure a spot?

Answer: Parking availability and policies vary by property. Some properties offer designated spots, while others operate on a first-come, first-served basis. Please contact our office for information on parking options at your specific location and any associated fees.

18. What happens if I am locked out of my unit?

Answer: Lock-out services are available through our office only during business hours for a $100 service fee and only if staff is readily available. If you are locked out on the weekends or after-hours, it is tenant’s responsibility to call for their own locksmith service.

19. How can I contact the property management office if I have questions or concerns?

Answer: You can contact our office via phone, email, or through the resident portal. Our team is here to help with any questions or concerns, and we aim to respond promptly. For urgent matters, please call our office directly for the fastest response.