FREQUENTLY ASKED QUESTIONS
How Can We Help?
Got a question? Get your answer. Below you’ll find answers to our customer’s questions about our student apartments.
How can I contact you?
The easiest way to contact us is to call our office at the property number on the website. If you would prefer to contact us online, simply fill out a guest card on the website with your contact information and any specific questions you have. A team member will be in touch within 24 hours to answer your question.
Can I come and visit?
Yes, and we hope you do! Our operating hours vary by the day of the week but are listed on the website for reference. Prospective residents can also schedule a tour in advance via the contact button on the bottom right-hand corner of the website.
Securing An Apartment
What does by-the-bed mean?
All leases are by-the-bed and per person, on an individual lease agreement. Studio or 1-bed spaces with double occupancy, plus larger floor plans with 2-bedrooms or more, will be shared apartments with multiple leaseholders.
How do I apply for a room/apartment?
It’s as easy as clicking “Apply Now” above to get started! First, you’ll select your lease term from the drop-down menu. Then you’ll pick your floor plan and any view or premium options available. If you’re applying to live with roommates, make sure you all select the same floor plan. From there, click “Apply Now” to start your floor plan-specific application.
What do you look for in applicants?
We rent to any applicant who meets our qualifying standards. All residents will undergo a background check and all guarantors will undergo a credit screening and must provide income verification.
What does the application process consist of?
As part of the online application process, you’ll provide all of the information we need to complete your profile.
What do you need from me to reserve a room/apartment?
In order to guarantee your bed space, we will need a signed lease agreement. Leases are generated once your application is complete, and your screening has been approved.
Do I need any special documents or paperwork to submit my application?
While completing your application you will have the ability to upload a copy of your identification. We will need this on file prior to your move-in, so you can save some time by uploading it at the time of application. We will also need proof of income from your guarantor when he/she completes their portion of the application.
How long does it take to get approved?
Most applications are approved within 24-48 hours. Future residents must have a completed guarantor application on file in order to finalize their application. This is typically the part of the process can take some extra time, so be sure that your guarantor is aware that he/she must complete their portion in order to move forward with the application process.
Do I need a guarantor and what if I can't provide one?
Most applicants require a guarantor to provide the income verification required to meet the income requirement and ensure you are able to make the monthly installment payments. If you do not have a guarantor, you can either try to self-qualify using your own income or apply to use a third-party guarantor service. Please contact the onsite team for information about our third-party guarantor service.
Note: We do not accept student loan documentation as income verification for self-qualifying applications.
I am not a student, can I still apply?
Yes, all prospective residents are welcome to apply. We rent to any applicant who meets our qualifying standards.
Do you provide summer accommodations?
Summer accommodations may be available depending on availability. Please contact the onsite team for information about short-term lease options for summer housing in June and July.
Can I sublet my room for the summer?
Yes, all residents have the option of reletting their bed space and can do so during the summer months if they do not plan on occupying their bed space at that time. A relet is different than a sublet. Reletting requires the individual taking over the bed space to go through the same screening process as all other residents and signing a new lease agreement with the community in order to take over the lease for the remainder of the term. This ensures that all residents living on site meet the same qualification standards.
Do I need to have a US-based guarantor?
Yes, all guarantors must have a US social security number and credit history in order to be screened. We do not accept non-US citizens as guarantors.
Can I pay in installments?
Yes, the lease agreement outlines the payment process for the monthly installments. The total rent amount for the lease term is broken up into 12 equal installments which are billed on the 1st of the month along with any fees, such as pet fees or parking.
What is the payment plan for rent?
The total rent amount for the lease term is broken up into 12 equal installments which are billed on the 1st of the month along with any fees, such as pet fees or parking. Utility charges are posted to resident accounts at the end of the month for the proceeding month’s usage.
Do I pay a deposit?
Deposit requirements vary by applicant and what specials the community is currently offering. Contact the onsite team for information about deposit requirements.
What is the damage deposit for?
Not all communities require a damage deposit. Contact the onsite team to confirm if a damage deposit is required prior to move-in. When charged, this deposit is held until move-out and covers the cost of damages done to the apartment beyond normal wear-and-tear. All residents moving out of the community are provided documentation outlining these damages, including photos for reference.
How can I pay my rent?
The easiest way to pay your monthly installment is through our Resident Portal. This is accessible through a link on the website and residents can download the Resident Portal app on their phones for mobile usage. The Resident Portal app allows residents to link a bank account or credit/debit card and setup recurring installment payments.
Can I change my rent installment plan?
No, your rent installment plan is specific to your selected floor plan and bedroom type. If you are interested in alternative rates please get in touch with the onsite team to discuss transfer options to another floor plan or bedroom type.
Can I pay my rent with a student loan?
Student loans cannot be used as qualifying income for applicants. How a resident chooses to pay his/her rent once approved is up to the individual resident to decide but we do not allow for payment plans based on student loan availability or distribution timing. All monthly rent installments are due on the 1st of the month.
What if I don’t pay?
Residents who do not make the monthly installment payment are subject to receiving late fees or fines starting on the 4th of the month for late payment. If non-payment continues, residents may be subject to eviction per the terms of the lease agreement.
What is your cancellation policy?
We do not allow for lease cancellations. Once your application is approved, the screening is completed and the lease is signed, all parties – including the tenant and the property – are bound by the lease agreement terms. Residents do have the option of reletting their bed space by finding another resident to take-over the lease term on their behalf. That individual would need to meet the same qualifying criteria and would sign a new lease with the community, taking the place of the cancelled lease.
Do you accept AmEx?
Yes, we accept all major credit cards for installment payments. Fees vary by the card provider.
Can I use PayPal?
No, we do not accept PayPal for installment payments.
Before You Move-In
Can I live with my friends?
Yes, as part of the online application you’ll have the ability to add future roommates to your application to create a roommate group. If your friends have already applied, there is also the option of listing their names on the application to ensure you are placed together in the same unit.
Do you provide a roommate matching service?
Yes, we provide a roommate matching service. Part of the application involves a roommate questionnaire where we ask about your academic focus, study habits, and social life. We use the answers from these questions to pare you with roommates in your selected floorplan and self-identified gender that we think will be a match.
How do you decide who I live with?
We use a roommate matching service in our property management software. Part of the application involves a roommate questionnaire where we ask about your academic focus, study habits, and social life. We use the answers from these questions to pair you with roommates in your selected floorplan and self-identified gender that we think will be a match.
What should I prepare for if one of my roommates is moving out?
If one of your roommates is moving out there is nothing that you’ll need to do because each resident is on his or her own individual lease agreement.
How are resident disputes handled?
When resident disputes do arise the onsite management team will host a roommate mitigation, meeting with all involved roommates individually and/or as a group to help resolve the matter and come to a mutually agreed upon solution. As needs arise, we do allow for resident transfers to a new unit.
Do you allow couples?
Yes, we allow both opposite-gender and same-gender couples to live together. Opposite-gender couples must live in a co-ed unit and any other roommates must agree to the living arrangement. Same-gender couples can request to be placed together in the same unit. We allow co-applicants on single occupancy bedrooms (studio or 1-bedroom units) which is a popular choice for couples who wish to live together in the same single occupancy units.
Can I choose which room I live in within the residence?
We do not allow for selection of an individual bedroom within a unit. The individual lease agreement is for a specific floor plan and – depending on the floor plan – bedroom type, not for a specific unit or bedroom. We consider bedroom preferences when placing residents, but all future roommates must agree to the preference.
Can I change rooms if I am unhappy with my allocated roommate?
Yes, if roommate mitigation efforts have been unsuccessful, we do allow for residents to transfer to another unit. Transfer opportunities are dependent upon availability in same-gender units of the same floor plan.
What do I need to bring with me on arrival?
Your bedroom will come furnished with a mattress, bed frame, desk, chair, and – in most instances – a dresser or underbed storage option. All other needs, including bedding, toiletries, hangers, lamps, shower curtains, towels, etc. are to be provided by the resident.
Is there somewhere to park when I am unpacking?
Yes, parking is available for unpacking but locations vary by building. Please contact the onsite team and review your move-in directions for information on where to park when you arrive at the community and are ready to begin unpacking.
Will there be someone to collect my keys from?
Yes, reference the move-in direction for information on where to go and when to arrive in order to pick-up your keys on move-in day.
What are the property rules? For example, how are quiet hours decided?
The property rules are outlined in the lease agreement. Reference the lease agreement for information on apartment and community guidelines.
What utilities included in the price?
Cable, Wi-Fi, water and trash.
What appliances are included?
Washing machine and dryer, stove/oven, microwave, dishwasher, and refrigerator.
Can I personalize my room?
Yes, you can personalize your room. We just ask that you are conscious of not doing damage to the room beyond normal wear-and-tear. Damages such as holes larger than a quarter must be addressed prior to your move-out or you will be charged for the cost of repairing the damages.
Are there laundry facilities?
Yes, each apartment comes with a washer and dryer.
Is there post service?
Yes, every unit will have a mailbox available for use by the US Postal Service. Please note that all residents in a unit will share the same mailbox. Residents will be provided a key to their mailbox at move-in and must return it at the time of move-out.
Do I have Wi-Fi?
Yes, Wi-Fi is offered in all common areas and in residential units. You’ll be provided with information on accessing the Wi-Fi at the time of your move-in. We encourage residents who require significant data usage, such as online gaming, to use an ethernet that plugs into the wall for the best possible internet connection.
Who is responsible for cleaning my room?
Residents are responsible for cleaning their own bedrooms and shared living rooms. The community does not offer a cleaning service. Units are inspected one per quarter to ensure the unit is being kept in livable condition and that any damages caused by the residents don’t lead to unsanitary living conditions.
Can we have a party?
Gathering are allowed in the units but all residents must abide by the property rules outlined in the lease agreement. Reference the lease agreement for information on apartment and community guidelines, including the outlined quiet hours.
Can I park on site?
Yes, resident parking is available onsite but requires a property sticker to ensure your car is allowed in resident parking areas. Contact the onsite management team for parking costs, vehicle registration information, and to receive your sticker.
How do I report maintenance?
If you have a maintenance need in your unit, we ask that you submit it as a work order via the Resident Portal app. This allows our team to track maintenance requests and communicate updates to you on the status of the repair and/or replacement as needed, depending on the nature of your work order. Most work orders are completed within 24 hours.
What happens once I have reported maintenance?
After reporting a maintenance need a member of our maintenance team will review the ticket and reach out if entry confirmation is needed. While submitting the ticket, residents have the option of allowing entry to their unit/bedroom for the work order to be completed or request that entry be confirmed prior to the work order being addressed. Most work orders can be completed in a single visit but sometimes a part order is required.
How do I report a maintenance issue after hours?
After-hours maintenance requests can also be submitted via the Resident Portal app. In the event of an emergency work order, such as flooding, please call the property phone number and our after-hours call service will contact the on-call maintenance team member. For life-threatening emergencies, such as a fire, residents should also contact 9-1-1.
Who can I speak to if I have a personal problem?
Our onsite management team is available to speak with residents regarding problem with their roommates, financial hardships that are impacting their ability to make installment payments, or other in-unit or community concerns.
Are pets allowed?
Yes, pets are allowed at 13th & Olive.
Do I need renter’s insurance?
Yes, all residents are required to carry liability insurance per the terms of the lease agreement. B.HOM offers a low-cost liability insurance program that meets the requirements of your lease agreement and can be billed monthly along with your monthly rental installments. Click here for more information.
How does a residential portal work?
The Resident Portal is a desktop and mobile-accessible portal for all resident needs, including making installment payments, submitting work orders, accessing your lease agreement documents, and communicating with the management team. The login used for your online application is the same login that will apply to your Resident Portal following your move-in.
What can I do in it?
The Resident Portal can be used for making payments, submitting work orders, accessing your lease agreement documents, and communicating with the management team. At times amenity spaces may require a reservation and these reservations are also available through the Resident Portal.
I don’t know my login details; how can I find them?
Your Resident Portal login information is the same email address and password used for your online application. If you do not remember your login information, select “Forgot Password” from the login screen.
How do I set up a payment method?
To setup a payment method, login to your Resident Portal account and click the Menu button. The Payments menu allows you to make a payment, view your ledger, set up scheduled payments, and manage billing information. Click “Managing Billing Info” to add a payment method to your account that can be used for monthly installment payments and other charges.
What kind of bank account can I use to pay?
Residents can make payments via a eCheck through a checking account or debit card, fees vary. Credit cards can be used for payments, but residents will incur a fee imposed by the credit card company. Fees vary by card. Current credit cards accepted include Visa, Mastercard, Discover, and American Express.
How can I find out how much I owe?
To determine your current balance, login to your Resident Portal account. The dashboard of your account will show your current balance. Click the Payments tab to view your full ledger, outlining any current charges that total to the balance owed.
Can I move out before my lease ends?
Yes, residents can move out before the lease end date but are still responsible for all monthly installment payments through the end of the lease term. Moving out does not absolve you of your payment requirements. Residents do have the option of reletting their bed space to another resident to take over the monthly installment payments through the end of the lease term. Contact the onsite management team for information on reletting your bed space.
What do I need to do before I move out?
Contact the onsite management team before moving out. They will provide information about what steps you need to complete, including how to return your keys.
Can I pay extra for my room to be cleaned?
No, we do not offer room cleaning services. Residents are welcome to contract a cleaning service to clean the room on their behalf, but the onsite management team is not responsible for arranging the cleaners, providing access to the unit, or paying for the cleaning service.
How do I return my keys?
Contact the onsite management team for information on when and how to return your keys. If you are moving out at the end of your lease term information will be provided to all residents in advance of the main move out dates.
Will I get a deposit returned to me?
Deposits are held to ensure any outstanding charges – including installments, fees, and any damages billed back following move-out – are paid after a resident vacates the unit. The status of the deposit will depend on if these have all been paid by the resident following move-out or if the deposit needs to be accessed in order to cover unpaid charges.
How soon will I receive my security deposit after move-out date?
Return timing for security deposits vary by the financial services provider holding the security deposit. Please contact the onsite management team for reference on your specific deposit and historical timing of these returns, along with requirements outlined in your lease agreement.
Can I store my stuff and collect it later?
We do not offer storage spaces for resident belongings in-between move-in dates or after your move-out date. The university off-campus life department may offer contacts for local storage and moving companies that offer this service.
What is the length of the lease?
Most leases are 12-months in length, but we do offer some short-term and longer-term lease options depending on the time of year. The onsite management team will be able to confirm what lease options are currently available for your preferred move-in date, move-out date, and floor plan.
Can I cancel my lease or leave early?
We do not allow for lease cancellations. Once your application is approved, the screening is completed and the lease is signed, all parties – including the tenant and the property – are bound by the terms of the lease agreement. Residents do have the option of reletting their bed space by finding another resident to take-over the lease term on their behalf. That individual would need to meet the same qualifying criteria and would sign a new lease with the community, taking the place of the cancelled lease.
What is the procedure for getting my deposit back?
Deposits are held to ensure any outstanding charges – including installments, fees, and any damages billed back following move-out – are paid after a resident vacates the unit. The status of the deposit will depend on if these have all been paid by the resident following move-out or if the deposit needs to be accessed in order to cover unpaid charges. Return timing for security deposits vary by the financial services provider holding the security deposit. Please contact the onsite management team for reference on your specific deposit and historical timing of these returns, along with requirements outlined in your lease agreement.
Can I see a sample of the application?
Yes, the application is entirely online and can be viewed in advance of completing all of the required information. Simply click the “Apply Now” button and create an account. This will then open the online application, which you can review to confirm the required information. You can log out of the application at any time and log back in to restart where you left off.
What are the penalties or consequences for terminating your lease early?
We do not allow for lease cancellations. Once your application is approved, the screening is completed and the lease is signed, all parties – including the tenant and the property – are bound by the terms of the lease agreement. Even if you do not move-in and take possession of the unit, you are still bound to the terms of the lease agreement and are expected to make the monthly installment payments outlined in your lease agreement. Failure to make these payments may result in your account being sent to a collections agency.