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RESIDENT FAQ'S

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RESIDENT HANDBOOK

    Urban REI welcomes you as a new resident! Urban REI is a property management company that acts on behalf of our client, the residential property owner. Our goal is to set the standard of high performance and manage residential properties while ensuring all our residents have the best quality and most comforting living experience possible. Urban REI will not deny equal professional service to any person for any reasons of race, color, religion, sex, handicap, familial status, national origin, or sexual orientation. To achieve a successful resident/landlord relationship, we prepared the Resident Handbook to assist you with your residency. We recommend that you keep this document in a convenient location so that you can refer to it easily. This document contains maintenance guidelines, rental payment instructions, general information and much more. If you have questions or concerns as it relates to the information contained in this document, please feel free to contact our staff.

CONTENT LINKS

GENERAL INFORMATION

RENT INFORMATION

MOVE-IN GUIDELINES

MAINTENANCE

LEASE RENEWAL

PETS

MOVE-OUT GUIDELINES

ROOMMATES

THINGS YOU SHOULD
KNOW UPON MOVING IN

General Information

PAYMENT OF RENT

You may pay your rent online through the tenant portal, by mailing payment to our office, use the PayNearMe method, or by delivering payment to the management office during normal business hours. We recommend paying online as the payment is immediately posted to your account thus avoiding any late fees. If you pay by mail, allow time for the postal service to process and deliver the mail. We accept credit/debit card payments via the tenant portal but will not accept over the phone payments or credit card payments at our office.

Resident Portal Information:

https://urbanrei.appfolio.com/connect/users/sign_in

If you are having trouble accessing your portal please visit the link below: help.appfolio.com/s/article/Reset-Online-PortalPassword

Please mail your rent check to:

URBAN REI LLC 1136 S Delano Ct W, Ste B201, Chicago, Illinois, 60605 You will not receive a billing invoice for the rent payment which is due and expected to be paid without notice on the 1st day of each month. Make your check payable to GC Realty & Development, LLC. If rent is not received by the 5th day of the month, a late fee will be assessed according to your lease.

Accepted Forms of Payment:

  • Free online payment through online portal with banking information

  • Mailed or hand delivered check (personal, money order, or cashiers)

  • If you submit a check as rent you must have your name and address clearly written in the memo section

  • PayNearMe - PayNearMe is an electronic cash network that allows you to pay rent with CASH! There are over 100 locations in the Chicagoland area that can be used that vary from 7-Eleven, CVS, and Walmart. Please contact your property manager for further instructions on how to use this method of payment.

  • Chase Bank - When making payments at a Chase Bank location or Zelle, there will be a $10 convenience fee assessed to your account. Please include that fee with your payment. Please make sure your name and address is included on the CHASE deposit slip as well as written on the payment receipt otherwise there will be a $50 administrative research fee added to your account.

    • We Do Not Accept:

  • Cash

  • Credit/Debit card payments

    • RENTER’S INSURANCE

    We require all residents to obtain renter’s insurance with URBAN REI (1136 S Delano Ct W, Ste B201, Chicago, Illinois, 60605) listed as an additional interest. In the event of loss or damage by fire or other casualty to your property due to your own fault or that of your guests, you will be charged and billed for restoration of loss or damaged premises. Our insurance does not cover your personal belongings or liability. If you need an insurance referral, please contact our staff

    OCCUPANCY

    Only those listed on your lease may live in your property. Your property may be used only by members of your household as identified in the lease. If your family increases in number or someone moves out, please report it in writing to your property management team. A guest may stay in your property up to a maximum of 14 days. Any guest remaining in your property longer than 14 days will be considered an unauthorized occupant. If an unauthorized occupant is found living in your property, it is a violation of your lease and could result in your eviction.

    UTILITIES

    Keys will not be turned over until you have provided your required utility account numbers.

    Rent Info

    I SET UP AUTOMATIC PAYMENTS BUT I MADE ANOTHER MANUAL PAYMENT THROUGH THE ONLINE PORTAL. I NEED YOU TO CANCEL MY AUTOPAY.

    URBAN REI does not have the ability to cancel or update payments. This must be handled via your AppFolio payment portal.

    WHAT DOES NSF MEAN? WHY DO I HAVE ONE NSF IN MY LEDGER?

    NSF means Non-Sufficient Funds. If a payment is denied by your banking institution because the funds are not available, a $50 NSF fee will be added to your account.

    WHAT HAPPENS IF I DO NOT PAY MY RENT ON TIME?

    Late fees will be added to your account after the 5th of the month if the rent is not paid in full / if there is a remaining balance.

    Approval & Move In Process (Before Your Move In Date)

    WHERE DO I FIND INFORMATION ABOUT MY UPCOMING MOVE IN?

    You will be contacted with instructions on how to retrieve your keys on the lease start date after 9:00 am. You will not be given access to move in until the lease start date, unless agreed to by your property manager and all Lease Acceptance Terms are completed. If access or move in happens prior to lease start all terms of this lease apply for the period prior to the lease start date. Please make certain that common areas are left clean and neat after your move-in. Any damage caused during the move in is the responsibility of the resident.

    Once I Moved In (After your Move In Date)

    HOW DO I GET ADDITIONAL SETS OF KEYS TO MY NEW HOME?

    URBAN REI only provides 1 set of keys. You are welcome to make copies of the key for other residents in the unit if applicable.

    WHAT DAY IS GARBAGE DAY?

    We do not have the ability to track every neighborhood garbage day so we suggest you reach out to the local municipality website. If you are signed up for private service as part of your lease your billing will include a contact to obtain this information.

    Maintenance

    HOW DO I SUBMIT A WORK ORDER ONCE I MOVE IN?

    Visit “Maintenance Request” under “Residents” tab on our website to enter your work order online. You can also watch this quick 2 minute video walking you through the process of entering a work order online. In emergencies you can also call 224-208-1400, 24 hours a day and speak to a live person..

    WHAT CAN I DO IF MY MAINTENANCE PORTAL LOGIN IS NOT WORKING?

    If your login is NOT working please email [email protected] and request to have your password reset. In the meantime please call 224-208-1400 (24 hr. Maintenance line) to submit any Maintenance Requests..

    HOW QUICKLY CAN I EXPECT MAINTENANCE REQUESTS TO BE COMPLETED?

    Emergency and High priority maintenance requests will get solved first with all other maintenance requests being completed in a 7-10 day window. Issues with supply chain when it comes to parts, appliance delivery, etc can cause some solutions to take longer. There may also be seasonal maintenance requests that based on the time of year will not make sense to complete later in the season.

    CAN I EVER BE CHARGED FOR MAINTENANCE REQUESTS?

    Yes, for items stated on your lease as the resident’s responsibility, along with any damage done to the property that was caused by you as the resident. You will also be charged back for not allowing access to our technician to complete work that was scheduled with you in advance.

    IS URBAN REI RESPONSIBLE FOR THE LIGHT BULBS OR AM I AS A RESIDENT?

    Changing light bulbs is the resident’s responsibility as stated on your lease unless you have ceilings that are higher than 9 feet tall.

    WHAT PEST CONTROL IS URBANREI RESPONSIBLE FOR, AND WHAT PEST CONTROL AM I AS THE RESIDENT RESPONSIBLE FOR?

    Residents of single family homes are responsible for pest control. URBANREI can only perform sealing of holes and closing up gaps as a preventative measure. URBANREI is responsible for pest control in multi-family buildings.

    IS URBAN REI RESPONSIBLE FOR THE FURNACE FILTERS OR AM I AS A RESIDENT?

    If the HVAC unit is accessible by the resident, then yes you are responsible for upkeep and replacement of furnace filters on a regular basis. Failure to do so, can cause the unit to malfunction and incur additional expenses to you as the resident.

    I RECEIVED A MAINTENANCE CHARGE BACK ON MY LEDGER. WHY IS THAT?

    Items beyond normal wear and tear that need repair are your responsibility as a resident to replace or repair as needed. If we do the work, this is billed to you.

    IN WHICH CASES WILL MAINTENANCE ENTER MY HOME WITHOUT MY EXPRESS PERMISSION?

    In the case of an emergency we will enter your home.

    WHAT IS THE RULE IF THERE ARE MINORS IN MY HOUSE?

    URBAN REI technicians may not enter if there are minors in the house without a person over the age of 18 to allow access.

    Inspections

    WHY DO I NEED TO HAVE AN INSPECTION OF THE HOME?

    Many Chicago suburbs have rental license or occupancy inspections that occur annually and URBAN REI must follow these local ordinances to remain compliant.

    DO I HAVE AN OPTION TO CHANGE THE INSPECTION DATE?

    Inspections are scheduled by the village, subsidy, or third party so it is not often we have the ability to reschedule.

    SECURITY & SAFETY

    Lease Renewal

    HOW DO I RENEW MY LEASE?

    Our renewal specialist will be in contact with you 120 days before your lease expiration date to confirm renewal. Once it is confirmed, we will send a lease for you to sign electronically.

    HOW MUCH TIME DO I HAVE TO RESPOND IF I AM GOING TO RENEW MY LEASE? WHAT HAPPENS IF I DON'T?

    We require notice of at least one month before your lease expiration date if you are not renewing.

    IS MY LEASE GOING TO BE RENEWED IF THE PROPERTY IS UP FOR SALE?

    There are a few things that can happen in this scenario. Firstly, your lease is a contract and you have the right to stay in the property until your lease expires. Some scenarios include the property owner selling to another owner that plans on keeping the property as a rental in which case your lease might be renewed as normal, or the property owner may be selling to an owner that is not planning to lease the property in which case your lease may not be renewed upon expiration or the owner may provide you with a cash-for-keys option if, for example, they want to sell the property vacant.

    WHY DOES MY LEASE RENEWAL HAVE A COST?

    URBAN REI charges a $125 flat fee for renewals. This is to cover administrative costs.

    WHY IS THERE A RENT INCREASE TO RENEW?

    A market analysis of comparable properties in the area is conducted before the renewal process begins. If a rent increase is justified based on the market analysis, you will be informed of the rent increase at the time our renewal specialist contacts you 2 to 4 months before the lease expiration date. Reasons for rent increases include inflation, rising costs of materials and maintenance, and rising costs of taxes and insurance.

    DOES THE OWNER NEED TO HAVE A REASON TO NOT RENEW MY LEASE?

    Owners ARE allowed to not renew a resident’s lease without providing a reason. A lease is a contract between the landlord and resident for a specific amount of time, and neither party is obligated to renew this contract when that timeframe expires.

    Pets

    THE PET MY APPLICATION WAS APPROVED ON PASSED AWAY AND NOW I WANT TO GET A NEW PET. WHAT DO I HAVE TO DO?

    Send an email to [email protected] with the specifics and the URBAN REI team will provide next steps and any costs associated with adding the new pet

    THE CONDO ASSOCIATION FINED ME FOR PET WASTE ON THE PROPERTY. AM I RESPONSIBLE FOR THIS FINE?

    Yes, when you signed your lease, you agreed to follow the HOA rules and regulations which includes such items as pet cleanup. Any fines assessed to the unit you are leasing will be passed onto you as the pet owner.

    MY RENTAL APPLICATION WAS APPROVED WITH NO PETS BUT WE WOULD LIKE TO ADD A PET. WHAT DO I HAVE TO DO NEXT?

    Send an email to [email protected] with the specifics and the URBAN REI team will provide next steps and any costs associated with adding the new pet.

    MY APPLICATION WAS APPROVED WITH PETS BUT WE WANT TO ADD ANOTHER PET TO THE FAMILY. WHAT DO I HAVE TO DO NEXT TO GET THIS NEW PET APPROVED?

    Send an email to [email protected] with the specifics and the URBAN REI team will provide next steps and any costs associated with adding the new pet.

    Move Out

    I DO NOT PLAN TO RENEW MY LEASE. HOW DO I GIVE PROPER NOTICE I WILL BE MOVING OUT AT THE END OF MY LEASE TERM?

    Send an email to [email protected] with the specifics of your notice to not renew.

    I AM NOT ABLE TO MOVE AT THE END OF MY LEASE TERM BUT I WANT TO STAY MONTH TO MONTH. CAN THAT HAPPEN?

    URBAN REI discourages month to month tenancy for multiple reasons but contact  [email protected] to discuss next steps.

    I DO NOT PLAN TO RENEW MY LEASE, HOW DO I GIVE PROPER NOTICE THAT I WILL BE MOVING OUT AT THE END OF MY LEASE TERM?

    Please send an email to [email protected], or text your property manager at +131275752533 with the specifics of your notice to not renew

    I AM NOT ABLE TO MOVE AT THE END OF MY LEASE TERM BUT WOULD LIKE TO GO MONTH TO MONTH, CAN THAT HAPPEN?

    URBAN REI does discourage month to month tenancy for multiple reasons, however you may contact [email protected] or text your property manager at +131275752533 to discuss potential next steps.

    HOW DO I RETURN MY KEYS AND GARAGE REMOTES?

    If you were given a lockbox upon move in, please reinstall it in the same location and leave the keys inside. If you did not receive a lockbox please check with your property manager to see where keys should be left. You must text +131275752533, or email ([email protected]) a photo of the keys with the location of where they were left. You may also return the keys to our office at 1136 S Delano Ct W, Ste B201, Chicago, Illinois, 60605. Keys can be returned after hours with the use of the drop box outside the main door. There will be a $25.00 charge for each unreturned key and garage remote.

    WHAT IF I CAN ONLY RETURN MY KEYS TO THE OFFICE OUTSIDE OF Urban REI's BUSINESS HOURS?

    You may return the keys to our office at 1136 S Delano Ct W, Ste B201, Chicago, Illinois, 60605. Keys can be returned after hours with the use of the drop box outside the main door.

    WHEN WILL MY SECURITY DEPOSIT BE RETURNED?

    All deposits will be returned or you will receive notice of why it was not returned within 30 days of your lease end date.

    HOW DO I ENSURE I GET MY SECURITY DEPOSIT BACK?

    Visit Expectations of the home upon move out on our website, and follow our Move Out Checklist to help ensure a smooth move out process.

    WHERE WILL MY SECURITY DEPOSIT REFUND BE RETURNED TO?

    Prior to move out, please email [email protected] or text your property manager at (480) 426- 8363 providing your new mailing address. If we do not have a new mailing address for you, your deposit will be sent back to your last known address.

    WHAT TEMPERATURE DO I SET THE THERMOSTAT TO UPON MOVING OUT?

    If your move out date falls between October and April, please set the thermostat to 60°. If your move out date falls between May and September, please turn the thermostat off.

    WHAT IF THERE ARE DAMAGES CAUSED THAT I CANNOT FIX?

    Damages will be assessed and you will be charged back for damaged items as necessary. Please review the list of “Normal Wear & Tear VS Tenant Damage”

    WHAT CONTACT INFORMATION DO I PROVIDE AS A REFERENCE POINT FOR MY NEW APARTMENT?

    Please use our email [email protected] or our office number (630) 587- 7400

    HOW DO I CONTEST SECURITY DEPOSIT CHARGES FOR DAMAGES?

    Please email [email protected] to request the Security Deposit Disposition Dispute Form. You have up to three (3) days after receiving your Security Deposit Disposition to return this form to us specifically listing each item you are disputing.

    WHAT CAN I DO IF I PLAN TO BE OUT PRIOR TO MY LEASE END DATE?

    If you plan on being out of the property up to but within 30 days prior to your lease end date, please send an email to [email protected], or text your property manager at (480) 426- 8363

    Roommate Scenarios

    MY ROOMMATE WANTS TO MOVE OUT BUT I WANT TO STAY. WHAT SHOULD I DO?

    The roommate will stay on the lease as being financially responsible for the term of the lease. Please email [email protected] so our team can assist you in next steps and requirements.

    IF MY ROOMMATE MOVES OUT DO I HAVE TO QUALIFY FOR THE ENTIRE RENT AMOUNT?

    Yes, you must qualify for the entire amount. If you do not qualify, you need to find a new roommate that must submit an application to qualify, or have a co-signer submit an application to qualify.

    MY ROOMMATE IS MOVING OUT BUT I HAVE A NEW ROOMMATE THAT WANTS TO MOVE IN. HOW CAN WE ADD THEM TO THE LEASE?

    Please email [email protected] so our team can assist you in next steps and requirements.

    Communication

    WHO DO I CONTACT IF I HAVE QUESTIONS NOT ANSWERED HERE?

    Call our customer service line at 630-587-7400 during business hours or email [email protected]. For any escalated matters, you will be transferred to the Assistant Property Manager. You may use the text option, however it is not monitored after business hours.

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    BUSINESS INQUIRIES

  • 1.312.313.3120

  • [email protected]

    • TENANTS & LEASING

  • 1.312.757.5253

  • [email protected]

    • Mailing Address:

    1136 S Delano Ct W, Ste B201, Chicago, Illinois, 60605

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