FAQs

What are the move-in procedures? 

Once you have signed the lease, paid your security deposit, paid applicable fees, and uploaded a copy of your renter’s insurance to the Resident Portal, you are set for move-in day. Further instructions will be provided to you on move-in day! 

What time can I move in? 

You may move into your new home at 12:00 pm, on the start day of your lease. Early move-ins are not typically allowed as we need as much time as possible to prep the unit prior to your move in. 

How do I set up utilities? 

All utilities for your townhome must be in your name before you move in. You are responsible for facilitating and paying for all utilities. Be sure to contact the utility companies at least 2 weeks prior to your move-in date to avoid interruptions with your service.  The utility company names and contact information that service your townhome are listed below as well as in your lease documents.

Useful Utility Contact Information:

New Richmond Utilites 

XCEL ENERGY – GAS: Call (800) 895-4999 OR visit Transfer Service | Xcel Energy 

NEW RICHMOND UTILITES – ELECTRIC, WATER, SEWER, GARBAGE AND RECYCLING: Call (715) 246-4167 OR visit www.nrutilities.com

FRONTIER - INTERNET AND PHONE: Call 1-877-416-1712 or visit Frontier Internet

NORTHWEST COMMUNICATIONS - INTERNET, PHONE, AND CABLE: Call (715) 268-7101 or visit Home - Northwest Communications (nwcomm.net)

River Falls Utilities 

CITY OF RIVER FALLS – ELECTRIC, WATER, SEWER, GARBAGE AND RECYCLING: Call (715) 425-0900 OR visit Residential Services | River Falls, WI - Official Website (rfmu.org)

ST. CROIX GAS – GAS: Call (715) 425-6177 OR visit St. Croix Gas – Your Local Gas Company (stcroixgas.com)

XFINITY/COMCAST – INTERNET AND CABLE COMPANY: Call 1-800-Xfinity or visit https://www.xfinity.com/planbuilder 

Roberts Utilities

ST. CROIX ELECTRIC - ELECTRICITY: Visit https://www.scecnet.net/application-existing

VILLAGE OF ROBERTS - UTILITIES: WATER, SEWER & TRASH: form issued with lease

MIDWEST GAS - GAS: Call Somerset office at (715) 247-5279

BALDWIN LIGHTSTREAM - INTERNET, PHONE & CABLE: https://baldwinlightstream.com/internet/

SWIFTCURRENT CONNECT - INTERNET & PHONE: http://www.swiftcurrent.coop/

How do I change my address? 

Go to the Official USPS® Change-of-Address Form and complete the process online!

What are the move-out procedures? 

Most of the move-out procedures are outlined in detail in your lease, and accessible at all times via your Resident Portal.

A brief summary of the basic move-out procedures is below.

• We usually start the turnovers around NOON on the last day of your lease, but any additional time is beneficial! 
• Utilities are required to stay ON and in your name until the expiration of your lease! Please keep your thermostat set at a minimum of 60 degrees during the winter to keep pipes from freezing! 
• You are expected to leave the townhome in the same condition in which you received it. Please remove all your personal items, furniture, food, laundry, trash, etc., and be sure that the apartment is returned to us clean.
• We will be taking care of touch-up painting, sanitizing, etc. as part of the regular turn-over process (normal wear and tear is ok).  
• Once you are all finished moving out/cleaning/etc., Please text us (715-307-3885) a picture of all the keys (all townhome, mailbox, and garage remotes). The best place to leave them is on the kitchen counter.
• All garbage, including large pieces of furniture, need to be disposed of before you move out. Please schedule an additional pick up from your garbage hauler in advance if you need help disposing of couches, large items and additional trash. 

Can I be fined if my apartment is not left in “move in ready” condition at move-out or there are damages beyond normal wear-and-tear? 

Yes – please refer to your lease for additional details. A final summary of actual costs incurred will be provided to you and due immediately upon receipt. 

When is my rent due? 

Rent is due on the 1st of the month.

Where do I pay my rent? 

Rent must be paid online through the Resident Online Portal (unless otherwise indicated in your lease). You can access the Resident Online Portal here. 

Can I set up automatic recurring monthly payments? 

Yes, and we encourage you to do so! Setting up auto-payments through the Resident Online Portal saves you time, money, and the hassle of logging in each month to make a payment! You can “set it and forget it!”

What payment methods are accepted? 

Please refer to your lease for full details, but ACH payments are completely free. We accept most credit cards, but there are varying fees depending on the card type used. 

How do I set up my Resident Online Portal? 

You will be emailed and texted a link to your Appfolio Resident Online Portal at lease signing. The Appfolio software guides you through the process step-by-step. 

What is the Resident Online Portal used for? 

The portal is used for electronic lease and lease renewal signing, online rent payments, maintenance requests, updating your renter’s insurance, and more! You can access important documents including your executed lease and lease renewals. If a document has been shared with the property or your unit, you can access it here as well!  

Is there a mobile app for iOS or Android? 

Yes, you can download the “Online Portal by Appfolio” for iPhones via the App Store or Androids via Google Play.

How do I submit standard maintenance requests? 

Maintenance requests should be submitted through your Resident Online Portal. 

What am I responsible for in terms of maintenance of my townhome? 

Residents are responsible for basic maintenace. Replacement of light bulbs and batteries. De-clogging simple drain clogs and toilets. As a reminder you should never put any grease down the kitchen drains. No sanitary napkins or feminine products should be flushed down toilets. Please refer to your lease for additional details. 

How do I submit emergency maintenance requests? 

In the event of a maintenance emergency, such as a heavy water leak in the unit, heat going out in the middle of winter, or similar situation, please refer to the service providers listed in your lease. A copy of your lease can be viewed in your resident portal at any time. 

What do I do in the event of a life-threatening emergency such as a fire, carbon monoxide leak, or break-in? 

In the event of a life-threatening emergency, please call 9-1-1. 

What do I do if I smell gas? 

If you smell gas or notice a damaged gas line, leave the area immediately and call 9-1-1. 

What do I do if I get locked out? You will need to contact a local locksmith and are responsible for the cost. 

GTK Towing - 715-246-3434

Do you require renter’s insurance?

Yes, all apartments require renter’s insurance as part of the lease. The landlord is not responsible for damage to your personal property or possessions. Renter’s insurance typically includes protections for you, your belongings, and your living arrangements after an unexpected event occurs. Renter’s insurance is a fairly low monthly cost, and can be obtained through many common insurance providers