Maintenance Request
How to Request Maintenance?
For the fastest response to your maintenance needs, please submit your request through your AppFolio account. This will be the fastest way to submit the reason for your request, share photos of the maintenance issue, and have it assigned to a maintenance professional.
Notice To Vacate
When it's time to move on, submitting your notice through your portal is the quickest way to let us know. Just follow the steps below.
Please Follow These Steps On Your Resident Portal.
- Login to your resident portal.
- Click contact on the top right.
- Click Request Notice to Vacate.
- Fill out the form completely and click Submit at the bottom.
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Resident FAQs
Renters
How do I pay rent, and is there a grace period?
Rent is paid securely through your resident portal, which accepts ACH bank transfer, debit, and credit. Rent is due on the date in your lease, and New York law provides a five-day grace period before any late fee applies. Late fees are capped by law at the lesser of $50 or 5% of your monthly rent. If you ever expect trouble paying on time, reach out to our team early. We'd always rather set up a plan than see a fee accrue.
How do I submit a maintenance request, and how quickly is it handled?
Submit requests anytime through your resident portal by adding a description and photos, and it routes directly to our team. Our in-house maintenance team and certified vendors respond promptly and professionally, and you can track the status and expected timing right from your portal. If a request is ever taking longer than you expected, reach out to your resident communication specialist for a status update.
How much notice do I get before a rent increase, and how do I renew my lease?
We typically reach out well before your lease expires to discuss renewal, so you have time to plan. New York law also requires advance written notice tied to how long you've lived in your unit.
Are pets allowed in my unit?
Pet policies vary by property. Please check your lease or reach out to our team for the specifics on your building, including any breed restrictions or pet-related terms, before bringing a pet home.
Do I need renters insurance?
Many leases require residents to carry renters insurance, and we recommend it either way. A policy is typically inexpensive and covers your personal belongings against events like theft, fire, or water damage, while also providing liability protection. The building's insurance covers the structure, not your possessions. Check your lease for any specific requirement, and reach out to our team if you have questions about what's needed for your unit.
Can I sublet my unit or list it on Airbnb?
Subletting rules depend on your building and your lease, so please reach out to our team before making any arrangement. It's also important to know that in New York City, most short-term rentals under 30 days, including listing your home on Airbnb or similar platforms, are heavily restricted by law when you're not present. To avoid any risk to your tenancy, always check with us first, and we'll walk you through what's permitted for your unit.
How much can my security deposit be, and when do I get it back?
Your deposit cannot exceed one month's rent under New York law. After you move out, we have 14 days to return it along with an itemized statement of any deductions for damage beyond normal wear and tear. Completing your move-out inspection and leaving the unit clean and in good condition is the best way to ensure a full, prompt refund.
How do I give notice that I'm moving out?
When it's time to move on, the fastest way to let us know is to submit your notice to vacate through your resident portal. Be sure to give notice in line with the timeframe your lease requires so everything stays on track. You'll find step-by-step instructions in our Notice to Vacate section.
Go to Notice to VacateWhat if I need to break my lease early?
Contact our team as soon as you know, and we'll walk you through your options and any obligations under your lease. Under New York law, if you move out early we're required to make a good-faith effort to re-rent your unit, which can help limit what you owe. Every situation is a little different, so the sooner we talk, the more we can do to help.
What should I do to prepare for move-out?
Once you've submitted your notice and your move-out date is set, we'll schedule a move-out inspection of your unit. Any charges for damage beyond normal wear and tear are deducted from your deposit, and the balance is returned within 14 days along with an itemized statement. Before you go, remember to arrange your own move (many NYC buildings require an elevator reservation) and to transfer or close any utility accounts in your name so you're not billed after you leave.
Co-op Shareholders
What are maintenance charges, and how do I pay them?
In a co-op, your monthly maintenance charge covers your share of the building's operating costs, including staff, utilities for common areas, insurance, property taxes, and the building's underlying mortgage. It's separate from any individual repair request. You can pay your maintenance securely through your resident portal, the same way rent is paid in our rental buildings. If you ever have a question about your statement, reach out to our team.
What is an assessment, and how is it different from my maintenance?
An assessment is an additional charge the board may approve to fund a specific need, often a capital project like a roof, façade, or elevator upgrade, or to strengthen the building's reserves. Unlike your regular monthly maintenance, an assessment is usually temporary and tied to a defined purpose and timeframe. When the board approves one, we'll notify you in advance with the amount, the reason, and the schedule, and you can always reach out to our team with questions.
Do I need board approval to renovate or alter my apartment?
Yes. Most alterations, meaning anything beyond basic cosmetic work like painting, require the board's approval and a signed alteration agreement before work begins. This protects both your home and the building, and it keeps everyone's renovations consistent with the co-op's requirements. Before you plan any project, reach out to our team and we'll walk you through the approval process and what your building requires.
Can I sublet my co-op apartment?
Subletting a co-op is possible in many buildings but is governed by your proprietary lease and the board's sublet policy, which may limit how long or how often you can sublet and may include a sublet fee. Board approval is required, and any subtenant typically goes through an application and approval process of their own. Please reach out to our team before arranging a sublet so we can guide you through your building's specific rules.
What's involved in selling my co-op, and does the board approve the buyer?
Selling a co-op is different from selling other property. Your buyer must submit a board package and is usually interviewed by the board, which has the right to approve or decline the purchaser. We'll help coordinate the board package and the steps leading up to closing so the process moves as smoothly as possible. When you're considering a sale, reach out to our team early and we'll explain your building's requirements and timeline.
Do I need my own insurance as a shareholder?
Yes. You'll want your own co-op policy, often called an HO-6. The building carries insurance on the structure and common areas, but that doesn't cover the interior of your unit, your belongings, or your personal liability. An HO-6 policy fills those gaps, and many buildings require shareholders to carry one and to name the co-op as an additional interest. Check your proprietary lease for any specific requirement, and reach out to our team if you have questions about what your building expects.
What are the house rules, and what should I do about a noise complaint?
Every co-op has house rules that all shareholders agree to follow, covering things like noise, renovations, use of common areas, and building etiquette, so the building stays comfortable for everyone. If a neighbor's noise or a similar issue comes up, we'd encourage you to raise it directly and neighborly first where you feel comfortable. If it continues, reach out to our team and we'll help address it in line with your building's rules.
Condo Owners
What are common charges, and how do I pay them?
Your monthly common charges cover your share of the building's operating costs, including staff, insurance on the building, upkeep of shared spaces, and reserves. Unlike a co-op, your property taxes are billed separately by the city rather than included in this charge. You can pay your common charges securely through your owner portal, and if you ever have a question about your statement, reach out to our team.
What is an assessment, and how is it different from my common charges?
An assessment is an additional charge the board may approve to fund a specific need, often a capital project like a roof, façade, or elevator upgrade, or to strengthen the building's reserves. Unlike your regular monthly common charges, an assessment is usually temporary and tied to a defined purpose and timeframe. When the board approves one, we'll notify you in advance with the amount, the reason, and the schedule, and you can always reach out to our team with questions.
Who's responsible for repairs, me or the association?
As a general rule, you're responsible for everything inside your unit, while the association is responsible for the building's common elements such as the roof, façade, shared systems, and hallways. As your building's managing agent, we coordinate repairs to those common elements on the board's behalf. If you're ever unsure which side an issue falls on, reach out to our team and we'll help you sort it out.
Can I rent out my unit?
In most condos you can rent out your unit, though your building may have rules on leasing, such as a minimum lease term, a cap on the number of rentals, or a requirement to register your tenant with the managing agent. Short-term rentals under 30 days are also heavily restricted by NYC law. Before you list your unit, reach out to our team and we'll walk you through what your building allows.
What happens when I sell my unit, and does the board have to approve the buyer?
Selling a condo is more straightforward than a co-op. Rather than approving or rejecting your buyer, most condo boards hold a right of first refusal, which is the option to purchase the unit on the same terms before your sale goes through and is rarely exercised. We'll help coordinate the paperwork the board needs and issue any required documents so your closing stays on schedule. When you're considering a sale, reach out to our team early and we'll explain the steps and timeline.
Do I need my own insurance as a condo owner?
Yes. You'll want your own condo policy, often called an HO-6. The building's master policy covers the structure and common elements, but not the interior of your unit, your belongings, or your personal liability. An HO-6 fills those gaps, and many buildings require owners to carry one. Check your building's requirements, and reach out to our team if you have questions about what's expected.
What are the house rules, and what should I do about a noise complaint?
Every condo has house rules that all owners and residents agree to follow, covering things like noise, alterations, use of common areas, and building etiquette, so the building stays comfortable for everyone. If a neighbor's noise or a similar issue comes up, we'd encourage you to raise it directly and neighborly first where you feel comfortable. If it continues, reach out to our team and we'll help address it in line with your building's rules.