FAQ’s for Current and New Tenants

How do I request non-emergency maintenance?

● Submit a work order through your tenant portal here:
https://passport.appf.io/sign_in?idp_type=tportal&vhostless=true.
● A work order must be on file before we can schedule repairs.

What is considered an emergency?

● No heat in winter / no AC in extreme heat
● Water leaks or flooding
● Fire damage
● Gas leaks
● Broken locks preventing secure entry

Who do I call?

● If you smell or suspect a gas leak, or if there is a fire or fire damage → Call the Fire Department immediately (911).
● Tree down on a power line → Call Ameren immediately
● Tree down on a cable line → Call Xfinity, even if you don’t have Xfinity service

● All other emergencies (no heat/AC in extreme temps, water leaks/flooding, broken locks preventing secure entry) → Call our maintenance emergency line: (217) 675-7872

What is NOT considered an emergency?

● Clogged toilets (unless it’s the only one in the unit)
● Appliance issues (dishwasher, washer, dryer, etc.)
● Cosmetic repairs
● Yard/tree cleanup (unless blocking entry or causing safety hazard)

How long will repairs take?

● If you have not been contacted within 7 days of submitting a work order, please email our tenant communications team at altaf@joealwardhomes.com for a status update.

What maintenance requests are billed back to tenants?

● Clogged toilets due to non-flushables (wipes, toys, sanitary items, etc.)
● Sewer backups caused by tenant misuse
● AC/Furnace not working due to thermostat batteries or clogged filters (please check batteries and filters before calling – if a tech is sent and it’s just batteries or a clogged filter, cost is billed back).

What is the late fee policy?

● Rent late fees apply only when rent is not paid in full and on time.
● Utility charges and any tenant damage maintenance request charges must be paid within 30 days.
● We apply payments to the oldest charges first.
● If you pay rent early and a new charge is added afterward, a late fee may be posted temporarily. We will waive it after processing (please allow 2–4 business days).
● If a charge already exists on your ledger before rent is posted and you do not pay it, the oldest-charge rule can make your rent appear short. Any resulting late fees will not be waived.
○ Examples:
○ Waived: You pay rent on 9/28. A $40 water bill posts on 9/30. A late fee
shows on 10/1 → we remove it.
○ Not waived: A $40 water bill posted on 9/10 isn’t paid by 10/1. That $40
consumes part of your 10/1 rent → late fee stays.

Is renter’s insurance required?

● Yes. Renter’s insurance is required under the lease. This insurance must protect the property itself.
● We recommend getting your own renter’s insurance policy, which also covers your personal belongings.

● If you choose this option, your proof of insurance must include:
○ All tenants listed on the lease

○ The property address
○ A minimum of $100,000 in coverage
● Proof of insurance must be uploaded through your tenant portal and kept current.
● If you do not provide proof of insurance, or if your policy expires before updated proof is uploaded, our system will automatically apply two charges totaling $15/month for renter’s insurance provided through AppFolio.

What if I have a dispute with another tenant or neighbor?

● Personal disputes: Free mediation services are available through the Dispute Resolution Institute (DRI). You can contact them at info@dri-inc.org.
○ Please note that we are not authorized to mediate disputes between tenants.

● Unlawful activity: Call the police and file a report for documentation. For non-emergencies, call (217) 935-3196. For emergencies, dial 911.

Can someone be removed from the lease or can the lease be modified?

● Lease changes are not permitted unless:
○ All tenants on the lease sign and agree in writing
○ The remaining adults are approved to qualify for the lease on their own
○ The property owner gives approval
● Until then, all original signers remain responsible for the lease.

How do I ask questions about my deposit?

● All security deposit questions must be submitted by email for documentation purposes at molly@joelwardhomes.com

Customer Service Commitment – We strive for excellent customer service and communication, and are always seeking ways to improve. If there’s anything we can do better, please email us at altaf@joelwardhomes.com. If you feel we’ve done a great job, please consider leaving us a review by clicking the link below!

https://directory.testimonialtree.com/profiles/7705

Thank you, and welcome to Joel Ward Homes!