Where should I go with questions about vacancies, applications, or showings?

Please visit our Vacancies page for available apartments, application requirements, showing information, pet policies, security deposits, and other leasing questions.

How do I contact the correct regional office?

Call 585-441-9188 and select your property’s region:

Press 1 — Monroe or Livingston County
51 E. Ridge Road - Green Office
Rochester, NY 14621

Press 2 — Orleans County
243 S. Main Street, Suite 135
Albion, NY 14411

Press 3 — Wayne or Seneca County
311½ Washington Street - Office
Newark, NY 14513

If no one is available, please leave a detailed message with your name, property, apartment number, telephone number, and reason for calling.

What are your office hours?

The Monroe and Livingston County office is available Monday through Friday from 8:00 a.m. to 4:00 p.m.
The Orleans, Wayne, and Seneca County offices are generally available Monday through Friday from 9:00 a.m. to 1:00 p.m.

How can I contact the office without calling?

You may use the contact form on this page to send us an email; you may send a text message to 1-608-909-8619 from your applicant or tenant phone number; email your regional office; or send a message through AppFolio. Please include your property address, apartment number, and enough information for us to understand and properly route your request.

How do I submit a maintenance request?

All routine maintenance requests should be submitted through your AppFolio Resident Portal. Please describe the problem clearly and include photographs when helpful. For example, don't just say leaking sink, let us know if it is your bathroom or kitchen sink. If you cannot access AppFolio, call the office, leave a message, send an email or text, or use the contact form. We will respond as soon as possible during normal business hours.

What is considered a maintenance emergency?

Maintenance emergencies include active flooding or a major water leak, a sewage backup, a complete loss of heat during cold weather, an electrical hazard such as sparking or a burning smell, or a condition that makes the apartment or building immediately unsafe. For a fire, suspected gas leak, carbon-monoxide alarm, crime, medical emergency, or immediate danger, call 911 or the appropriate emergency service first.

Who do I call for an after-hours maintenance emergency?

After-hours emergency maintenance numbers are only for urgent maintenance problems occurring during nights or weekends.
Monroe and Livingston County residents should call 585-201-2145.
Orleans County residents should call 585-471-0118.
Wayne and Seneca County residents should call 315-879-0005.

Can I use the emergency maintenance number for a routine request?

No. Appliance problems, minor leaks that are safely contained, slow drains, pest concerns, cosmetic repairs, parking questions, trash concerns, and routine maintenance follow-ups should be submitted through AppFolio or reported to the office. After-hours emergency numbers are reserved for true maintenance emergencies.

How do I follow up on an existing maintenance request?

Reply to the existing AppFolio request or contact your regional office with the work-order number and any new information. Please avoid submitting multiple requests for the same issue, as keeping the information together helps us review its history and provide an accurate update.

Do I need to be home for maintenance?

No. Routine Manintenance Requests can only be scheduled during our service window. Please include your availability and entry instructions in the maintenance request. Secure pets and make sure the affected area is accessible. Our team will contact you if an appointment or additional information is required.

What repairs does maintenance handle?

Our maintenance team handles repairs to the apartment, building, and property systems. Residents are generally responsible for routine household items such as replacing standard lightbulbs and for damage or service calls caused by the resident, occupants, guests, or pets. Your lease provides the complete details. If you are unsure, submit a request and we will help determine the appropriate next step.

How can I pay my rent?

Rent may be paid through the AppFolio Resident Portal by bank account, debit card, or credit card. AppFolio may charge processing fees depending on the payment method, which will be displayed before payment is submitted. We also accept personal checks, money orders, and cashier’s checks. Cash payments are not accepted.

When is rent due?

Rent is due on the first day of each month. A $25 late fee may apply after the applicable grace period, and returned or rejected payments are subject to a $30 insufficient-funds fee. Please review your lease and Resident Portal for the amount currently due.

What should I do if my payment is missing or my account balance appears incorrect?

Contact your regional office and provide the payment date, amount, payment method, and any receipt or confirmation number. Please do not submit a duplicate payment unless instructed to do so. Our team will review the account and respond with additional information.

What if I am having trouble accessing AppFolio?

Use the password-reset option on the AppFolio login page first. If you still cannot access your account, contact your regional office or use the contact form and include the email address associated with your account.

Can my security deposit be used as my last month’s rent?

No. The security deposit cannot be used to pay the last month’s rent or another outstanding balance during the tenancy. Rent remains due according to the lease through the end of the tenancy.

What should I do if I cannot pay my full rent on time?

Contact your regional office as soon as possible. Early communication allows us to document the situation and explain the next steps or information that may be required. Contacting the office does not automatically change the due date, waive fees, or create a payment arrangement.

How do I report a concern about a neighbor or another resident?

Submit the concern through the contact form, AppFolio, email, or your regional office. Include specific dates, times, locations, and a description of what occurred. For an immediate threat, suspected crime, or safety emergency, contact law enforcement or 911. The maintenance emergency line should not be used for non-maintenance disputes.

How do I escalate an unresolved concern?

First, confirm that the issue was submitted through the appropriate office or AppFolio. If you have not received a response or believe the concern remains unresolved, call 585-441-9188, select your region, and request management review. Provide the property address, apartment number, relevant dates, work-order numbers, previous messages, and photographs or documentation when available.

How do I submit notice that I am moving out?

Written notice should be submitted through AppFolio or sent to your regional office. Our month-to-month leases generally require at least 30 days’ written notice received by the first day of the month. Please request confirmation that your notice was received and review your lease for all move-out requirements.