Frequently Asked Questions

To renew your lease with Roland, please complete the VIP Renewal Registration Form.

This form is designed to state your intentions for the upcoming lease term, guide you through the renewal process, and assist our staff in preparing the necessary paperwork.

Here’s what you need to do for each option:

• Renewal
  Action: Continue your lease with your current roommates in the same unit for the next lease term.
  Instructions:
  • Select the renewal option on the form to confirm you want to stay in your current unit with your roommates.
  • Our team will send you a new lease agreement and cover page with updated dates and rates for the next term.
• Partial Renewal
  Action: Renew your lease with some of your current roommates and replace others with new residents.
  Instructions:
  • Provide the full names, new email addresses, and dates of birth (DOBs) for both the roommates who are staying and the new residents joining. Provide the same for guarantors, if known.
  • Ensure each resident, both current and new, uses a new email address to set up a new portal account, as the old email will be associated with the existing lease. The same applies for guarantors.
  • Roland will send applications to all listed individuals and assist in preparing a new lease with updated dates and rates for signing.
  • Current tenants are responsible for finding and securing any new roommates.
• Renewal Transfer
  Action: Renew your lease but move to a different unit.
  Instructions:
  • Provide the full names, new email addresses, and DOBs for both the current tenants staying and any new incoming residents. Provide the same for guarantors, if known.
  • Each resident will need a new email address to set up a new portal account, as the old email will be tied to the existing lease. The same applies for guarantors.
  • Indicate which Roland unit you wish to transfer to for the next lease term. Review the current unit listings to check availability before making your selection.
  • Staff will use the information provided to start the application process and send a lease agreement for the new unit with updated dates and rates.‍
• ‍Pass-Down
  Action: Opt not to renew but recommend a new group to take over your unit.
  Instructions:
  • In the registration form, provide the contact details (name, phone number, email) for at least one member of the new group interested in taking over the unit.
  • Roland will contact this person to finalize details and sign a lease for the unit you currently occupy for the upcoming lease term.
  • The new group will have priority and waived application fees if they sign a lease by October 31st.
  • Pass-down leases will start the day after your current lease ends, with the unit being taken as-is (no cleaning or painting will be performed before move-in). The new residents will be responsible for preparing the unit to their desired specifications upon move-in.‍
• ‍Non-Renewal
  Action: Decide not to renew, with all tenants moving out at the end of the lease term.
  Instructions:
  • Indicate your decision not to renew on the form.
  • The unit will be listed for tours during the next leasing season.

Many units offer parking, but availability varies by building.

Please contact a Roland Realty leasing agent for specific parking information for each building.

‍Parking Fees - Amounts vary based on address.

• For Current Tenants:
  • Parking fees will be charged in two installments.
    • First Installment: Due on September 1st.
    • Second Installment: Due on December 1st.
• For Non-Tenants:
  • The full amount is due upon signing the parking agreement.

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Submitting A Work Order

All work orders must be submitted in writing.

Place a work order through your online resident portal. If you are having trouble submitting your work order, please contact the maintenance non-emergency number (217)-351-8900. After a work order has been placed, feel free to email us at Maintenance@HTchampaign.com to check on the status or provide us useful updates!

SUBMIT WORK ORDER

Emergency Request

A maintenance team member is on call 24/7 for emergency maintenance needs.

• Exterior door/ground floor window lock issues
• Major leaks
• Clogged toilet when only one toilet is in the unit (Calls for clogs that are resolved with a plunger can result in charges)
• No heat when exterior temps are below 55 degrees
• Refrigerator not cooling. Weekend emergency calls only, weekday calls will be handled as priority work orders the next business day
• No electricity (breaker resets are resident responsibility or a trip charge for Maintenance after hours)
• No Gas/Water not related to termination of service by the provider.

Notification Status

All work orders should be placed via your Resident Portal.

When done correctly, you'll be able to log in and check on the status of your work order and you'll receive email updates when the status changes to assigned to a tech, or completed.

If you didn't place the work order, but your roommate did, check with them to check on the status.

Status Updates

When done correctly, you’ll be able to log in and check on the status of your work order by selecting the history tab. You will also receive email updates.

Scheduling Maintenance Work

Given the size of our portfolio, we're rarely able to schedule times for specific work to be done. We apologize in advance for the inconvenience but work will need to be performed during regular business hours when we arrive in response to a work order.

Permission To Enter

Placing a work order explicitly gives permission to Roland staff to enter to address the situation without prior notice. Staff will always knock and announce themselves if no one comes to the door. Refusal to grant entry to staff when a work order has been placed can result in a trip charge.

Toilets

95% of calls for a clogged toilet are solved with a plunger. Calls after hours that can be resolved with a plunger can be charged to the Resident so we recommend picking up your own plunger for a few dollars to save you time and money if and when you need it.

Garbage Disposals

Avoid putting any food down your garbage disposal. The only items that should be placed in your garbage disposal are items that are left on your dishes after you have scraped them into the trash.

Air Conditioning

Do not set HVAC units below 68 degrees. This will cause the unit to freeze over and require several additional hours to defrost before your system can be reset. The air coming out of the vents is at one constant temperature no matter what you set the thermostat at. The thermostat merely tells the system to run until that temperature has been reached. Setting your AC too low when it's hot outside can cause the unit to fail.

Light Bulbs

Under the lease, Residents are responsible for changing bulbs after move-in. Unless a light fixture is higher than 10 ft, please attempt to replace bulbs in fixtures with the same kind being mindful to match wattage to avoid any potential electrical issues.

Unfortunately, Roland Realty does not offer an option to voluntarily break or terminate a lease agreement once it has been signed. If a tenant needs to end their lease early, the best course of action is to find a suitable replacement tenant or subtenant to take over the lease for the remaining duration. For more information about the subleasing process and how Roland Realty can assist, please contact the leasing office.

‍IF YOU LIVED WITH US BEFORE, PLEASE NOTE THE PROCESS FORSUBMITTING PROOF OF COVERAGE HAS CHANGED – PLEASE READ THOROUGHLY

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LIABILITY INSURANCE

‍Each Resident is required to provide proof of Liability Insurance coverage of $100,000. To satisfy this requirement you have two options:

1. Purchase Renter’s Insurance from any third-party provider of your choosing and provide proof of coverage.
2. Do nothing and Forced-Placed coverage will be purchased on your behalf and billed a small monthly fee (per individual).

There is a substantial benefit to obtaining and maintaining your own Renter’s Insurance coverage throughout the lease, not least of which is that it protects your personal belongings and oftentimes, your vehicle, while it’s parked at your residence. Renter’s policies can often be cheaper than the Forced-Placed coverage. Forced-placed coverage does not protect or insure your belongings.

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RULES AND PROCESS FOR SUBMITTING PROOF OF COVERAGE

1. All lease occupants must have Liability insurance policies of at least $100,000. Any resident who does not provide proof of coverage will be assessed an individual fee/month for Forced-placed coverage.
2. Coverage can only be submitted via www.HO4verify.com/resident_portal/marker using the SAME EMAIL address associated with your Resident Portal. Policy docs can NEVER be provided directly to the leasing office. Policy docs  submitted through your landlord’s resident portal, email, US mail, or other means than the provided portal, will be ignored and discarded.
3. All uploaded coverage documents MUST name the appropriate ADDITIONAL INTERESTED PARTY (shown here):

‍Additionally  Interested Party

MCI Property Manager, LLC

PO BOX 19219
Atlanta, GA 31126

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If you’re unsure what this means or how to get the information reflected on your policy, ask your Insurance Agent for help.
THIS IS THE NUMBER ONE CAUSE FOR POLICY DOCS BEING DENIED – Failure to reflect the correct name/address as an Additionally Interested Party.

4. The Insured Address on your documents MUST match your address with your landlord, including the apartment number where applicable.
5. The Named Insured (Resident) must match the name we have on your Lease.  Providing a document with the name of a guarantor will not qualify.
6. Proof of coverage must be uploaded via www.HO4verify.com/resident_portal/marker before the month your lease begins.
7. Approval and monitoring of Proof of Coverage are all managed by Stern Risk Partner and the leasing office won’t be able to answer any questions about your documents’ status.

   Please direct all questions related to your proof of coverage to resident.support@sternrisk.com.
   STERN RISK CANNOT WAIVE FEES FOR ANY REASON.

• Having insurance coverage and failing to appropriately upload and submit proof of coverage as outlined here will result in fees being assessed that cannot be waived. It is not enough to purchase insurance, you must comply with the provisions here to prevent fees from being assessed.

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Roland lease contracts are for a fixed total amount for the entire lease term, divided into twelve equal installments.

This is why your move-in payment is not prorated, even if you move in halfway through the month. The first page of your contract outlines the total annual rent and the payment schedule, with installments due on the first of each month.

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Set Up AutoPay
To simplify your monthly rent payments, we highly recommend setting up AutoPay through the Resident Portal. AutoPay will automatically deduct your rent from your preferred payment method, ensuring you never miss a payment deadline.

AutoPay by Group or Individual

• Monthly (individual) *RECOMMENDED* - Each resident can configure their payment method, select a recurring payment date, and set a max payment limit to cover their portion of the monthly balance. *Hometeam cannot advise on an individual’s rent portion because the lease is in Joint/Several format. You will need to come to an agreement with your roommates on who owes what.*
• Roommate Split (group) - With Split Payments, the system will automatically deduct an even portion of the balance from each resident on a set date. All residents/guarantors will then receive an email inviting them to “opt-in” and set up their payment accounts. All residents/guarantors must opt in before the Split Payments feature can go into effect. This means, even if all but one roommate opts into the split payments, it will not go into effect. Please note, if all residents/guarantors don’t opt-in within 24 hours, the roommate split set-up must be reinitiated.

Once AutoPay is activated, you'll receive notifications and reminders about upcoming rent payments so youcan adequately prepare. Additionally, the system will send confirmation emailsfor each successful payment submission.

All residents and guarantors can manage their AutoPay settings, review past payments, and make any necessary adjustments to their preferences by logging into the Resident Portal.

For any rent-related questions or concerns, please contact leasing@htchampaign.com.

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Roland Realty is dedicated to maintaining the health and safety of all tenants. However, it is important to recognize that crime can occur anywhere, so it is essential for you to actively secure your home, property, and personal safety.

• Roland Realty does not guarantee that the premises are secure from theft or other criminal activities by residents or others.
• Any security services provided are primarily intended for the protection of property.
• Roland Realty cannot guarantee the effectiveness of these security measures in preventing criminal activity, damage, or injury to residents, guests, or their personal property.

For your safety, always remain vigilant and take necessary precautions to protect yourself and your belongings.

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Roland requires that every animal be registered, whether a pet, ESA, or Service Animal (SA) each new lease term.

Definitions:

PETS
Pets are cats, dogs, birds, hamsters, etc.… Pets require signing a Pet Addendum. Fish or anything that inhabits a 10-gallon aquarium (or smaller) doesn’t require a registration or pet addendum, e.g. fish, small turtle, etc.…

‍Emotional Support Animal (ESA)
ESAs can be a range of animals: cats, dogs, hamsters, birds, etc.… and they have no specialized training. ESAs are for the mitigation of symptoms arising from an emotional disability. ESAs cannot go anywhere animals are otherwise prohibited other than their owners’ home, and in limited capacities, air travel.

To qualify for an ESA, one must be disabled as defined by the Fair Housing Act(FHA). As ESAs are prescribed for non-obvious disabilities, we’re entitled to medical documentation that a resident has been prescribed an ESA for their disability.‍

Service Animal (SA)
A Service Animal is a dog (in 99% of situations) that has undergone extensive and specialized training to assist its owner with specific tasks related to its owner's disability or disabilities. An SA can go anywhere their handler goes, even where animals are otherwise prohibited. It is a crime under the law to misrepresent a dog as a Service Animal.
Hometeam doesn’t allow dogs that are “in training to become Service Animals" unless otherwise stipulated by law.

SERVICE ANIMALS THAT ASSIST WITH AN OBVIOUS DISABILITY (The blind or partially sighted, for example) DO NOT REQUIRE REGISTRATION.

If you wish to register an animal, please do so online via the form located at: https://bit.ly/RolandPets

• Due Date: Rent is due on the 1st of each month and is considered late on the 2nd.
• Payment Methods:
  • Online Resident Portal: Rent can be paid via ACH transaction or credit card.
    • ACH Payment: Approximately $1.99 per transaction (subject to change).
    • Credit Card: Convenience fee applies.
  • Physical Payments: Check or money order payments are subject to a processing fee as outlined in the lease agreement.
  • Cash: Cash payments are not accepted.
• Outstanding Charges:
  • Charges for items such as utilities, damages, or fees totaling more than $100 may incur late fees if not paid on or after the 2nd of the month following when they were billed.
  • For example, a $200 pet fee charged on April 10th will not incur a late fee until May 3rd. Outstanding charges are prioritized for payment when payments are received.

For questions or concerns, please contact us at Leasing@HTChampaign.com.