Resident FAQs

Purpose: Allow people to get answers to questions before they call or email the office. This is also here for the CSR Team to have a way to answer these questions for those that do call. This website link or page can be distributed out to residents in the move in process, renewal process, and move out process.

Approval & Move In Process (Before Your Move In Date)

• Q: Where do I find information about my upcoming move in?

  A: Our team will reach out Via email and phone to provide you information on this process. We over communicate at Marblestone.

Once I Moved In (After Your Move In Date)

• Q: How do I get additional sets of keys to my new home?

  A: Marblestone Property Group provides  1 set of keys. You are welcome to make copies of the key for other residents in the unit if applicable. If you are a condo resident or have a special key, these will require an additional charge and approval from board.

• Q. What day is garbage day?

  A: We do not have the ability to track every neighborhood garbage day so we suggest you reach out to the local municipality website. If you are signed up for private service as part of your lease your billing will include a contact to obtain this information. Please make sure to break down your boxes and leave trash INSIDE the bins as any trash accumulation or large items may be ticketed by the city and create violations/fines for both you and the owner. Cooperation is key!

Maintenance

• Q: How do I submit a work order once I move in?

  A: Visit “Maintenance Request” under the “Residents” tab on our website to enter your work order online.  With emergencies ( leaking water, No heat are considered emergencies. You can also call 312.376.8753 OPTION 1 - 24 hours a day and speak to a live person.

• Q. What can I do if my maintenance portal login is not working?

  A: If your login is NOT working please email INFO@MarblestonePG.com  and request to have your password reset.  In the meantime please call 312.376.8753 OPTION 1 (24 hr. Maintenance line) to submit any Maintenance Requests.

• Q. How quickly can I expect maintenance requests to be completed?

  A: Emergency and High priority maintenance requests will get solved first with all other maintenance requests being completed in a 7-10 day window.  Issues with supply chain when it comes to parts, appliance delivery, etc can cause some solutions to take longer. Remember, Marblestone only manages the unit, we do not own it so at times Owner approvals may also delay the repair as we need funds to start some larger repairs.   There may also be seasonal maintenance requests that based on the time of year will not make sense to complete later in the season.

• Q. Can I ever be charged for maintenance requests?

  A: Yes, for items stated on your lease as the resident’s responsibility, along with any damage done to the property that was caused by you as the resident, family, guests or other occupants. You will also be charged back for not allowing access to our technician to complete work that was scheduled with you in advance. Please note: Any criminal activity or vandalism caused by domestic issues inside the unit will also be charged back to the tenant, in addition to any negligence or behavior that causes additional damage to the building and/or other units. We recommend all tenants purchase renters insurance as owners/landlords are not responsible for damages to personal items or displacement due to damages caused by acts of god and other larger repairs.

• Q. Is Marblestone Property Group responsible for the light bulbs or am I as a resident?

  A: Changing light bulbs is the resident’s responsibility as stated on your lease unless you have ceilings that are higher than 9 feet tall.  So are Batteries for your thermostat and furnace filters to make sure your heat is running well when you need it!

• What pest control is Marblestone Property Group responsible for, and what pest control am I as the resident responsible for?

  A: Residents of single family homes are responsible for pest control. MPG  can only perform sealing of holes and closing up gaps as a preventative measure. MPG is responsible for pest control in multi-family buildings.  Spiders and ants spraying, in addition to flies will also be resident responsibility. 

• Q. Is Marblestone Property Group responsible for the furnace filters or am I as a resident?

  A: If the HVAC unit is accessible by the resident, then yes you are responsible for upkeep and replacement of furnace filters on a regular basis. Failure to do so, can cause the unit to malfunction and incur additional expenses to you as the resident.

• Q. I received a maintenance charge back on my ledger. Why is that?

  A: Items beyond normal wear and tear that need repair are your responsibility as a resident to replace or repair as needed. If we do the work, this is billed to you. If the item is deemed tenant responsibility and our tech did the work, you will be billed back on your ledger.

• Q. In which cases will maintenance enter my home without my express permission?

  A: In the case of an emergency we will enter your home or upon issuing a 48 hour notice if access is needed and we cannot coordinate with you.  If locks need to be changed to enter to complete a repair, your ledger will be charged back for the lock change that was necessary.  In an effort to avoid chargebacks to your ledger, it is our goal to get matters addressed immediately that may affect other units in the building, such as leaks, etc.  Your cooperation is key!

• What is the rule if there are minors in my house?

  A: Marblestone technicians may not enter if there are minors in the house without a person over the age of 18 to allow access. In an effort to avoid chargebacks to your ledger, it is our goal to get matters addressed immediately that may affect other units in the building, such as leaks, etc.  Your cooperation is key!

Paying Rent Or Checking My Balance

• Q: How do I get additional sets of keys to my new home?

  A: Marblestone Property Group provides  1 set of keys. You are welcome to make copies of the key for other residents in the unit if applicable. If you are a condo resident or have a special key, these will require an additional charge and approval from board.

• Q: How Do I Pay Rent?

  A: Please visit our website www.mpghousing.com to pay your rent via the portal. You can also pay in full at 8701 S Commercial Ave Currency Exchange via purchase of a money order.  Please take a picture of the receipt and email to our offices for follow up - info@marblestonepg.com.  These are imperative to make sure they don't get lost and we pick up

• Q: What happens if I do not pay my rent on time?

  A: Late fees will be added to your account after the 5th of the month if the rent is not paid in full / if there is a remaining balance.  Late fees per your lease are $10 for the first $500 and 5% of the remaining amount.  For example: if your rent total is $1200, your late fee will be $45. ($1200-$500 =(( $700 *5%=$35)) + $10= $45)

• Q. What does NSF mean? Why do I have one NSF in my ledger?

  A: NSF means Non-Sufficient Funds. If a payment is denied by your banking institution because the funds are not available, a $40 NSF fee will be added to your account.

• Q. I set up automatic payments but I made another manual payment through the online portal. I need you to cancel my autopay.

  A: Marblestone Property Group does not have the ability to cancel or update payments. This must be handled via your Buildium payment portal within hours or the banking institution may still deduct that amount.  So please double check your payment dates to avoid issues and NSF fees from your bank.

Lease Renewals

• Q. How do I renew my lease?

  A: Our renewal specialist will be in contact with you 90-120 days before your lease expiration date to confirm renewal and rate. Once it is confirmed, we will send a lease for you to sign electronically.

• Q. How much time do I have to respond if I am going to renew my Lease? What happens if I don't?

  A: We require notice of at least one month before your lease expiration date if you are not renewing.  If you don't renew and stay on a MTM (Month To Month) basis, there will be an additional monthly fee added.  We recommend to renew your lease if the offer is provided, otherwise, the increased amount will take effect until move out date.

• Q. Is my lease going to be renewed if the property is up for sale?

  There are a few things that can happen in this scenario. Firstly, your lease is a contract and you have the right to stay in the property until your lease expires. Some scenarios include the property owner selling to another owner that plans on keeping the property as a rental in which case your lease might be renewed as normal, or the property owner may be selling to an owner that is not planning to lease the property in which case your lease may not be renewed upon expiration and a 60/120 day termination will be provided. (I wouldn't explain a cash for keys option because they may expect payment)

• Q. Why is there a rent increase to renew?

  A: A market analysis of comparable properties in the area is conducted before the renewal process begins. If a rent increase is justified based on the market analysis, you will be informed of the rent increase at the time our renewal specialist contacts you 2 to 4 months before the lease expiration date. Reasons for rent increases include inflation, rising costs of materials and maintenance requests, and rising costs of taxes and insurance.

• Q. Does the owner need to have a reason to not renew my lease?

  A: Owners ARE allowed to not renew a resident’s lease without providing a reason after expiration. A lease is a contract between the landlord and resident for a specific amount of time, and neither party is obligated to renew this contract when that timeframe expires.  If a termination notice is given and resident does not move out by date listed, owner/landlord can also file for eviction.  We always encourage residents to vacate and find a new property prior to that in order to avoid a filing that will negatively affect your record or ability to secure future housing.

• Q. My rental application was approved with no pets but we would like to add a pet. What do I have to do next?

  A: Send an email to Info@MarblestonePG.com  with the specifics and the MPG  team will provide next steps and any costs associated with adding the new pet.  Please note, there are properties that do not allow pets, so approval is necessary prior to making that commitment.   If a pet is added without approval, you may be asked to remove it and assume a fine and violation that may compromise your housing, leading up to eviction.

• Q. My application was approved with pets but we want to add another pet to the family. What do I have to do next to get this new pet approved?

  A: Send an email to INFO@MarblestonePG.com  with the specifics and the MPG team will provide next steps and any costs associated with adding the new pet if approval is granted.  Certain properties have pet limits and requirements.  

Move Out

• Q. I do not plan to renew my lease. How do I give proper notice I will be moving out at the end of my lease term?

  A: Send an email to Info@MarblestonePg.com  with the specifics of your notice to not renew and move out date so we can coordinate a key exchange and walkthrough at move out.

• Q. I am not able to move at the end of my lease term but I want to stay month to month. Can that happen?

  A: Marblestone Property Group  discourages month to month tenancy for multiple reasons but contact residents@MarblestonePG.com  to discuss next steps.  There may be an additional monthly fee for leases that are on a MTM status.

Roommate Scenarios

• Q. My roommate wants to move out but I want to stay. What should I do?

  A: The roommate will stay on the lease as being financially responsible for the term of the lease.  Please email residents@Marblestonepg.com  so our team can assist you in next steps and requirements.  

• Q. I am not able to move at the end of my lease term but I want to stay month to month. Can that happen?

  A: Marblestone Property Group  discourages month to month tenancy for multiple reasons but contact residents@MarblestonePG.com  to discuss next steps.  There may be an additional monthly fee for leases that are on a MTM status.

Roommate Scenarios

• Q. My roommate wants to move out but I want to stay. What should I do?

  The roommate will stay on the lease as being financially responsible for the term of the lease.  Please email residents@Marblestonepg.com  so our team can assist you in next steps and requirements.  

• Q. If my roommate moves out do I have to qualify for the entire rent amount?

  A: Yes, you must qualify for the entire amount. If you do not qualify, you need to find a new roommate that must submit an application to qualify, or have a co-signer submit an application to qualify.

• Q. My roommate is moving out but I have a new roommate that wants to move in. How can we add them to the lease?

  A: Please email residents@MarblestonePg.com  so our team can assist you in next steps and requirements.  

Inspections

• Q. Why do I need to have an inspection of the home?

  A: We are required to follow these local ordinances to remain compliant. It provides safety for our residents and neighbors.  Owners/landlords have the right to inspect the home periodically for various reasons, in addition but not limited to confirming tenant lease obligations, repairs, and general/routine upkeep. 

• Q. Do I have an option to change the inspection date?

  A: Inspections are scheduled by Marblestone and the residents - We keep our commitment please keep yours as well.  If this is a agency (third party) inspection, these dates are normally set in stone and cannot be changed without you contacting the housing authority responsible as Marblestone cannot change the dates.  If the inspection is with Marblestone for a routine or a repair that is non-urgent, we can reschedule with a 48 hour notice sent through the portal or info@marblestonepg.com requesting a new date. Please be advised that changing the date may push back action items resulting from inspection.

Communication

• Q: Who do I contact if I have questions not answered here?

  A: Email Info@MarblestonePg.com  For any escalated matters, you will be transferred to the Assistant Property Manager. You may use the text option, however it is not monitored after business hours.  You can also submit a task in your resident portal, which will be monitored by team during business hours.