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FAQS

MOVING IN

  • What are the move-in procedures?

    All move-ins are to take place on the first day of your lease at 12 p.m. noon or later. If your apartment is available sooner, we will let you know and we may be able to arrange an early move-in. Early move-ins are only allowed at management’s discretion.

  • Can I move into my unit earlier than my lease start date?

    In most cases, the earliest you will be able to move in is at noon on the first day of your lease. If you need an earlier move-in date, please reach out to your property manager. It may be possible, but this is solely at management’s discretion.

  • Do I need to reserve a “time block” to move into my apartment?

    You are permitted to move in on or after your move-in date without reserving a time block/elevator. Our property manager will reach out to let you know the earliest time you are able to move in on the first day of your lease.

  • How do I set up utilities?

    The gas and electric accounts for your unit must be set up in your name as of your move-in date. Payment of utilities is the sole responsibility of the tenant. You may use whatever cable/Internet provider you like; however, we do not allow satellite dish providers. 

  • Useful Contact Information

    Evanston


    Chicago

    Utah

    Tucson 

  • I would like to install a security system. Is that allowed?

    In most instances this is OK; however, prior approval is required. Please contact our office to speak to our property manager for further information.

  • May I hang things on the walls of my apartment?

    Yes, tenants are permitted to mount TVs, shelves or pictures on walls. All holes made must be patched and painted at the end of the lease

  • May I have a pet?

    Pets are allowed only with landlord approval and are subject to pet fees. There are no size restrictions, and we allow all breeds except for the following: Pit Bull Terrier, Rottweiler, German Shepherd, Doberman Pinscher, Dalmatian, Great Dane, Husky. We require a one-time, non-refundable pet fee depending on the situation. We will need to know the name, breed, age and weight of your pet for identification purposes. Please contact management if you have any questions. If you are adopting and require landlord verbal or written approval, please contact the management office.

  • Can I Paint my Apartment/room etc?

    We prefer you do not. We use the same color on all properties to make turnover of units 

    smooth for both parties. If you do paint your room or anything in your apartment you must paint it back to the original color upon move out.

MOVING OUT

  • What are the move-out procedures?

    Per your original lease terms, Highland Partners can access your unit as early as 12 p.m. noon on the last day of your lease to begin the turnover. If you need additional time past noon for your move, please let us know, and we can try to make accommodations to ensure your move-out is as smooth as possible.

  • Basic move-out checklist:

    • Remove all trash and furniture from the apartment.
    • Wipe down and clean out all appliances (stove, oven, microwave, refrigerator) and the bathroom. (Do Not unplug to defrost, remove all items, clean all spills)
    • Leave the entire unit in “broom-swept” condition.
    • Leave your keys (unit, common, mail key, garage key/clicker, if applicable) on the counter or return to the key drop box at our office at 917 Foster Street in Evanston for Chicago tenants
    • Utilities are required to stay ON and in your name until the expiration of your lease. Your thermostat is required to be set at a minimum of 68 degrees Fahrenheit to prevent pipes from freezing in the winter months

    We do not schedule move-out walk-through appointments however you will be responsible for any damages or for leaving items in the apartment

  • Can I be fined upon move-out?

    Per your lease terms, Highland Partner will charge tenants for the following repairs and additional cleaning:

    • Extensive drywall repair or painting
    • Furniture and trash removal
    • Extensive cleaning
    • Extensive refrigerator cleaning
    • Extensive range/oven cleaning
    • Cabinet and countertop cleaning
    • Light bulb replacement
    • Carpet cleaning
    • Missing keys upon move-out (apartment, common, mailbox)
    • Make sure you account is Paid in Full.  Any unpaid balances will be sent to collections. 
    • Damaged appliances
    • Missing blinds or window coverings
    • Broken windows, doors or missing screens

RENTER'S INSURANCE

  • Is renter's Insurance required?

    You are required by your lease to purchase renters insurance.  Highland Partners is not liable for any damage of your possessions. For this reason, renters’ insurance is required during tenancy for all tenants. Purchasing renters’ insurance is the best way to protect yourself and your belongings when living in an apartment. For more information on renters’ insurance policies, please contact the following companies:


    We recommend Christin Mastelotto with Farmer Insurance:  (801) 278-0061 or cmastelotto@farmersagent.com 

UNIT ACCESS

  • Who can access my unit?

    Highland Partners may access your unit at any time if there is an immediate or life-threatening emergency. Otherwise, our standard policy is 24-hour notice for showings, inspections or walk-throughs.

  • What do I do if I am locked out?

    If you are locked out of your apartment during regular business hours, we will do our best to get you into your apartment. If we need to assist with a lock out a fee of $75 will be charged and due immediately.  Ultimately, it is your responsibility to get back into your apartment. If you call to report a lockout and we are unable to help you for any reason, it is your responsibility to arrange for and pay for a locksmith. 

MAINTENANCE & TIPS

  • How do I submit a non-emergency maintenance request?

    Log in to your Appfolio tenant portal and complete the maintenance request form. Please include a picture of the issue as well, if possible. We will contact you within 48 hours regarding any request. Maintenance hours for non-Emergency work is from 9am to 5pm during the week and 9am to 4pm on Saturday. The office is closed on Sundays.

  • What if I have an emergency maintenance request? How do I get in touch with someone?

    For emergencies after business hours, during a weekend or on a holiday,

    please call and leave a voicemail if you do not get an answer:


    Chicago:

    - (312) 883-5503‬

    - chicago@highlandptrs.com, office@highlandptrs.com


    Salt Lake City:

    - (801) 896-9844‬

    - utah@highlandptrs.com, office@highlandptrs.com


    Tucson:

    - (520) 640-5657‬

    - tucson@highlandptrs.com, office@highlandptrs.com


    Emergencies Include: water leaks, extreme property damage, fires.

  • Furnace Air Filters

    All furnaces have air filters. To keep the air you breathe fresh, it is important to have clean filters. Furnace filters are the responsibility of the tenant and should be changed every 1 – 2 months. Should you need help replacing a filter, please submit a maintenance request.

  • Power Outages/Gas Outages

    Make sure you have set up an account with your gas/power supplier. If the power is out in only a certain areas check your circuit breakers and reset them. If the power is out to an gfci outlet in a kitchen or bathroom simply press the reset buttonon the outlet.

  • Washer/Dryers

    Lint should be cleaned out after every dryer use. Make sure not to overload the washing machines. This can cause damage to the machine.

  • Radiators

    If your Radiator vent is hissing this is normal. This just means the radiator is on and letting out steam to heat up. If your radiator is not getting hot check to make sure the valve is on the bottom right or left of the radiator.  If your radiator is leaking for any reason please call maintenance right away.

  • Smoke and Carbon Monoxide Detectors

    Smoke and carbon monoxide detectors save lives. With this in mind, landlords are required to provide both devices in all apartments (except for apartments with radiator heat, where carbon monoxide detectors are unnecessary). If you do not have these in your unit, please call us. Replacement of batteries for smoke and carbon monoxide detectors are the responsibility of the tenant. For your safety, please test and replace the batteries twice a year. If your Detector is beeping this means it needs a new battery.

  • Light Bulbs

    Changing light bulbs is the tenant’s responsibility. If you cannot reach a bulb or need a ladder, please buy the replacements and submit a maintenance request and our maintenance team will help you replace them.

OTHER

  • Quiet Hours

    Quiet hours are 10 p.m. – 8 a.m.

  • Parking Options

    If designated parking is not available at your building, most likely there is free and/or permit street parking available in the area. In order to obtain the proper permit sticker for your area, you can purchase a sticker or guest passes online through Chicago’s Office of the City Clerk: http://www.chicityclerk.com/city-stickers-parking/purchase-options.

    Additionally, multiple companies offer off-street, private parking options in Chicago. Please visit the following websites for availability and pricing information:

  • Subleasing

    All tenants are welcome to sublease their apartments subject to our approval of the prospective sub-tenant. Subleasing does not relieve you of your original lease obligation. The sub-tenant will pay rent directly to Highland Partners, but in the event he/she does not pay rent, you and anyone else on the lease/sublease are still liable. Please reach out to office@highlandptrs.com for subleasing procedure and documents. 

    • You must submit written notification your intention to sublease your apartment. You must include the exact date you will be moving-out of your apartment, your email address, a phone number and when your sublease shall begin (typically the first day of the month)
    • There is a one-time subletting fee applicable to all sublets – please refer to your lease or contact management for more information
    • In order to sublease your apartment, it is your responsibility to advertise and show your apartment to any interested party.  We will also assist in the listing and advertising of the apartment. 
    • Sublease prospects will be required to fill out an application for background and credit check.  If approved the sublease agreement will be emailed to you and the intended sublessor. This sublease agreement must be returned to our office fully signed and with any additional monies owed by the deadline stated on the email.
    • Remember that a sublease does not terminate your legal or financial responsibility to the lease or the apartment. The intended sublease will become your subtenant; you are still liable for the apartment until the lease expires. The apartment is subleased “as-is,” no major work will be done such as painting, floor vanishing, etc
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