Tenant FAQ's & Support
Your Resident Portal allows you to submit maintenance requests, review your ledger balance, and pay rent. To access your Portal:
- Click the link provided in the Tenant Portal Activation letter you received from us (if you haven’t received this email, ask us to send it). You may want to bookmark the link for the future. You may also click the button below.
- On the Tenant Portal login page, enter your email address and password and click the Log In button. Be sure to use the same email address you have on file with ET, the first time you access the system you will be prompted to create a password and activate your account.
Pay Rent (Easy, Safe and Secure)
in order of preference...
- ONLINE (Preferred and FREE!)
- ONE TIME or RECURRING echeck payments (Credit Cards Coming Soon)
- FAQs ABOUT ONLINE PAYMENTS
- What is required to setup and use online payments?
Online payments are essentially electronic checks, you need an active checking or saving accounts Routing and Account numbers to setup the service.
- I submitted a payment and want to cancel, what do I do?
Please contact your bank immediately to stop any payment.
- Once I schedule an auto payment, can I change the date the payment will submit?
No, once an auto payment is scheduled on a certain date each month, the only way to change that date is to edit the auto pay and delete it (scroll down the page), then re-create the auto pay for the correct date
- Can I see my complete payment history once I am in the portal?
Yes, you can see a full history of all payments, both made in person and online
- What is required to setup and use online payments?
- MAIL or DROP OFF at our office – 11427 Reed Hartman Hwy, Cincinnati, OH 45241 (check, money order, or certified funds only; NO CASH WILL BE ACCEPTED AT OUR OFFICE).
Submit Maintenance Requests
Repair requests can be submitted in any of the following ways 24/7:
- Through your Resident Portal (preferred for fastest response and remedy)
- Log into the Tenant Portal
- Click the New Maintenance Request button.
- Enter the following information in the “Description” field:
- Describe what the problem is and what you think needs done to fix it (be specific; more text is better)
- Tell us how one of our techs can access the property (location of key, call or email you to coordinate time, etc.)
- Click the Submit - Your maintenance request is submitted and you will be able to track status of your request within the Maintenance section your Portal.
- Emailing us with a detailed summary of the problem.
- Calling 513-444-4010 and routing yourself to our maintenance team
- Utilities (Electric, Gas, Water, Trash) that are Tenant Responsible (See lease): All utilities must be notified to transfer service into your name 24 hours prior to move-in. Please contact us with your account number as you set these up. See your lease for contact information for main utility providers. When you move in please be aware of the location of the water turn off valve (if applicable) and breaker box.
- Keys: Coordinate getting keys with your Tenancy Coordinator. We will provide one working key per keyed lock. You are responsible for duplicates.
- Move-in Inspection: See your lease for details about your move in inspection.
Unless your lease says otherwise, tenants in single family homes are typically responsible for the following items (not a comprehensive list):
- Yard care, trimming, pruning & weeding beds
- Batteries (and testing functionality) in smoke detectors and/or carbon monoxide detectors
- Light bulbs and fluorescent tubes
- Cleaning dryer vents & house vents inside & out
- Window cleaning
- Maintenance of water softener and water purification systems
- Drain and toilet clogs when caused by tenant.
Providing Notice to Vacate: A 30 day notice to vacate is required. Request a Move Out Form from our office to provide official notice of your intent to vacate.
Transferring Possession: YOU WILL BE IN POSSESSION OF THE PROPERTY (and responsible for rent) UNTIL WE GET EMAIL CONFIRMATION THAT YOU HAVE VACATED. Our office will inform you about what to do with keys. An inspection will be done only after we receive this email.
Security Deposit and Tenant Responsible Repairs: We MUST have a forwarding address on file to process your deposit refund. The better the condition of the property when you leave, the faster the deposit can processed. You will be charged for any tenant responsible repairs per Ohio law and your lease.
MOVE OUT CHECKLIST:
- Remove all trash and personal items from in and around the home.
- Clean everything thoroughly
- Carpeting must be professionally cleaned and receipt emailed to our office or left at the property.
- Clean all windows and secure all screens and remove cobwebs inside and out.
- Mow, trim and remove debris from yard.
First, are your outlets working?
If an outlet you're using is no longer working, check to make sure the appliance is not causing the problem. Plug your equipment into another outlet to see if it works.
You may need to reset your circuit breakers to resolve an outlet issue.
The whole property is without power:
If your home has no power, check to see if other properties in your neighborhood have access. Temporary outages may occur due to weather or construction, for example. If you're the only home impacted, call your service provider for assistance.
If your hot water heater is malfunctioning, you won't have heated water in your pipes. Check to see if the thermostat is correctly set, and verify that the tank has not been placed in vacation mode. If no problems are apparent, reset the tank and wait at least 15 minutes to see if the issue resolves itself.
If your HVAC system is not working properly, verify that your thermostat has been set correctly. Reset the thermostat if necessary. If the system has no power, contact your utilities provider to make sure your account is current.
Do not put potato peelings, onion skins, artichoke trimmings, other hard shells or stringy matter, or GREASE through the disposal. Any other food placed in the disposal should have water run through the drain for at least 10 seconds after grinding so food is carried through the drain line.
Do not use the drop-in cleaners in the tank of the toilet as they will destroy the rubber seals. The type that clip to the bowl edge are best. No foreign items are to be flushed away. This includes: baby wipes, tampons, diapers, paper towels, dental floss, clumping kitty litter, etc.
Toilet blockages occur when something gets lodged in the pipe. You can attempt to pump the block out by using a plunger. Flush the toilet once and carefully create a seal over the toilet hole. Plunge several times until the toilet water drains. Be careful not to flush multiple times, or you could cause the bathroom to flood.
You might also want to lift the cover on the back of the toilet to make sure the chain connecting the flapper to the handle is still attached. If the chain has come loose, simply reconnect it and press the handle to check that the problem has been fixed.
Call 911 immediately if an emergency occurs and call our 24/7 maintenance line for immediate help.