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FAQs

  • MOVING IN

    What are the move-in procedures? 

    Once you have signed the lease, paid applicable fees and first month’s rent, and uploaded a copy of your renter’s insurance to the Resident Portal, you will receive a “Welcome Email” that details the move-in procedures specific to your apartment and your apartment building. Please read through this Welcome Email as it contains other helpful information, including utility company contact information, buzzer information (if applicable), where to find trash/recycling at your building, and more! Your property manager will contact you prior to your move-in date to make arrangements for key pick-up. 


    Do I need to reserve a time block to move into my apartment? 

    Most buildings do not require a time block, only a time to pick up your keys. However, buildings with elevators may require a time block to use the elevator for moving purposes. Contact your property manager with questions.


    Can I move in early? 

    We need as much time as possible to prep the unit prior to your move in, including painting, cleaning, and sanitizing. As such, we can only offer early move-ins on a case-by-case basis at our discretion. Contact your property manager with questions. 


    How do I set up utilities? 

    As part of the “Welcome Email,” the company names and contact information for the utility companies that service your apartment will be provided. You will be made aware during the apartment tour and on the lease that utilities are included with your rent. You are responsible for facilitating and paying for any utilities that are not included as part of your rent. Be sure to contact the utility companies at least 2 weeks prior to your move-in date to avoid interruptions with your service. 


    Useful Utility Contact Information:

    How do I change my address? 

    Go to the USPS Change-Of-Address Website and complete the process online! 


    How do I get a parking permit? 

    Visit the Check out the City Clerk’s FAQ Website for all the information you need to get started! 


    Can I set up a security system? 

    In most instances, yes, but only with prior written consent from management. If approved, management must be made aware of certain security system features as needed to access the unit, including, but not limited to, maintenance requests, emergency access, and apartment tours.  


    Can I paint or wallpaper the interior of my apartment? 

    No resident may paint or wallpaper without prior written consent of management. 


    Can I hang things on the walls of my apartment? Yes, residents are permitted to hang certain items on their walls, including art, pictures, shelves, and TV mounts. Be sure to use the appropriate tools, like a stud finder, when hanging items to make sure they secure to the wall properly.

  • MOVING OUT

    What are the move-out procedures? 

    Most of the move-out procedures are outlined in detail in your lease, and accessible at all times via your Resident Portal.


    A brief summary of the basic move-out procedures is below.

    • We usually start the turnovers around NOON on the last day of your lease, but any additional time is beneficial! 
    • Utilities are required to stay ON and in your name until the expiration of your lease! Please keep your thermostat set at a minimum of 58 degrees during the winter to keep pipes from freezing! 
    • You are expected to leave the apartment in the same condition in which you received it. Please remove all your personal items, furniture, food, laundry, trash, etc., and be sure that the apartment is returned to us clean.
    • We will be taking care of touch-up painting, sanitizing, etc. as part of the regular turn-over process (normal wear and tear is ok).  
    • Once you are all finished moving out/cleaning/etc., Please text us (682-717-1904) a picture of all the keys (all building, apartment, mailbox, bike room, garage remotes and all copies). The best place is to leave them is on the kitchen counter.
    • If you plan to leave a couch or another big piece of furniture at move-out (do not leave inside the apartment), please schedule a pickup with junk removal (1-800-GOT-JUNK or another company). If you are unable to schedule the pick-up, please let us know in advance! We will charge a lower fee ($150 per piece) instead of the varying charge that will be billed by our junk removal services, anywhere from $200 to $300 on average. We can schedule the extra trash pick-up and just add the fee to your online portal. 

    Can I be fined if my apartment is not left in “broom-swept” condition at move-out or there are damages beyond normal wear-and-tear? 

    Yes – please refer to your lease for additional details as well as estimated costs by category. A final summary of actual costs incurred will be provided to you and due immediately upon receipt. 

  • PAYING RENT

    When is my rent due? 

    Rent is due on the 1st of the month.


    Where do I pay my rent? 

    Rent must be paid online through the Resident Online Portal (unless otherwise indicated in your lease). You can access the Resident Online Portal https://honore.appfolio.com/connect/users/sign_in here. 


    Can I set up automatic recurring monthly payments? 

    Yes, and we encourage you to do so! Setting up auto-payments through the Resident Online Portal saves you time, money, and the hassle of logging in each month to make a payment! You can “set it and forget it!”


    What payment methods are accepted? 

    Please refer to your lease for full details, but ACH payments are completely free. We accept some credit cards, but there are varying fees depending on the card type used. 

  • USING THE RESIDENT ONLINE PORTAL

    How do I set up my Resident Online Portal? 

    You will be emailed and texted a link to your Appfolio Resident Online Portal at lease signing. The Appfolio software guides you through the process step-by-step. 


    What is the Resident Online Portal used for? 

    The portal is used for electronic lease and lease renewal signing, online rent payments, maintenance requests, updating your renter’s insurance, and more! You can access important documents including your executed lease and lease renewals. If a document has been shared with the property or your unit, you can access it here as well!  


    Is there a mobile app for iOS or Android? 

    Yes, you can download the “Online Portal by Appfolio” for iPhones via the App Store or Androids via Google Play.

  • REQUESTING MAINTENANCE

    How do I submit standard maintenance requests? 

    Maintenance requests should be submitted through your Resident Online Portal. For more information on maintenance, click here.


    How do I submit emergency maintenance requests? 

    In the event of a maintenance emergency, such as a heavy water leak in the unit, heat going out in the middle of winter, or similar situation, please call the 24/7 emergency maintenance line at (312) 635-5815.


    What do I do in the event of a life-threatening emergency such as a fire, carbon monoxide leak, or break-in? 

    In the event of a life-threatening emergency, please call 9-1-1. As soon as you are reasonably able to do so following this type of emergency, please notify management by submitting a notice through your Resident Online Portal, OR by contacting the 24/7 emergency line at (312) 635-5815 via phone call or text!


    What do I do if I smell gas? 

    If you smell gas or notice a damaged gas line, leave the area immediately and contact the People’s Gas Emergency Line at 866-556-6002.  As soon as you are reasonably able to do so following this type of emergency, please notify management by submitting a notice through your Resident Online Portal, OR by contacting the 24/7 emergency line at (312) 635-5815 via phone call or text!

  • SMART ACCESS GUIDES (KEYLESS ENTRY)

    If your property includes a smart access system like keyless entry via mobile app or smart fobs, see links to user guides below:


    Salto Smart Access:


    Reach out to your property manager with questions! 

  • LOCKED OUT

    What do I do if I get locked out? You will need to contact a local locksmith and are responsible for the cost. Here are a few locksmiths we recommend:

    • Chicago Locksmith - 888-775-0893
    • Mega Locksmith 773-267-8255

  • BREAKING YOUR LEASE

    What are my options if I need to vacate my unit prior to the end of my lease? You have 2 options as described below:

    • Buy-Out Agreement (i.e. Early Lease Termination): You may terminate the lease with Landlord’s written approval by entering into a “Buy-Out Agreements”, and by delivering to the Landlord a “Buy-Out Fee” equal to three (3) months Rent, whereupon the Lease shall terminate on the last day of the next full month. You must also comply with the vacating procedures as indicated in your Lease if the Buy-Out Agreement is fully executed. Contact the property manager for more information.
    • Sublet: If you wish to sublet the apartment, contact the property manager in writing to indicate your intent to sublet and request the subleasing instructions from the property manager, or click HERE to download the subleasing instructions. As part of the subleasing procedures, you acknowledge and agree to require any subtenant(s) to complete Landlord's Application for the apartment and acknowledge and agree that Subtenant must be approved by Landlord's sole discretion before moving into the apartment, subject to applicable laws and ordinances. You also acknowledge and agree that approved Subtenants, Tenants, and Landlords must enter into a formal written sublease agreement before the Subtenant moves into the apartment.

  • RENTER'S INSURANCE

    Do you require renter’s insurance? Yes, all apartments require renter’s insurance as part of the lease. The landlord is not responsible for damage to your personal property or possessions. Renter’s insurance typically includes protections for you, your belongings, and your living arrangements after an unexpected event occurs. Renter’s insurance is a fairly low monthly cost, and can be obtained through many common insurance providers, including those listed below:


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