Resident questions, answered plainly

Rent is paid online through the resident portal, which posts to your ledger the same day. You can schedule a recurring payment or pay each month manually. Your ledger, payment history, and lease documents are all available in the portal at any time.

Tell us before the due date rather than after. The due date, grace period, and late fee are stated in your lease and applied consistently to every resident, so we cannot waive them selectively. What we can often do is agree a short written payment arrangement, and that is a great deal easier to arrange before an account is delinquent than after.

Submit it in writing through the maintenance request link on the residents page. Written intake means your request is timestamped, tracked, and cannot be lost in somebody recollection of a phone call. Include photographs where you can, and describe when the problem started, which usually decides how quickly it needs to be dispatched.

Anything affecting habitability or causing active damage: no heat in winter, no running water, a gas smell, an active leak, a sewage backup, or a lockout that leaves the property unsecured. Those are handled around the clock on the emergency line. If there is fire, a serious gas leak, or a threat to anyone safety, call 911 first and then call us.

Emergencies are responded to immediately. Routine requests are triaged on receipt and dispatched to a licensed vendor, and the vendor contacts you directly to schedule. Where a repair requires an owner approval or a part on order, we tell you that rather than leaving the request silent.

Your deposit is accounted for within the timeframe Virginia law requires after you move out. The move-out walkthrough is scored against the dated, photographed move-in report you signed, so ordinary wear is distinguished from damage using a document rather than a memory. You receive an itemised statement of any deductions along with the balance.

Pet policies are set per property and stated in the listing, so check the listing before applying. Where pets are allowed there is normally a pet fee or pet rent, and every animal must be disclosed and approved in writing. Assistance animals are not pets, are not subject to pet fees, and are handled through our reasonable-accommodation process instead.

We contact you well before your lease ends with renewal terms. Renewing is almost always cheaper for you than moving, and a resident who pays on time and looks after the property is worth keeping, so renewal offers reflect that rather than defaulting to the top of the market.