When is it appropriate to call the after-hours phone number?

If there is a life-threatening emergency (fire, health matter) at your building, please dial 911. After you have called 911, please use the after-hours phone number (206.368.4331) to report the issue so we are made aware of the situation. The after-hours phone number is available between 5pm and 9am Monday – Friday and all weekend, for urgent matters that are NOT life threatening.

How do I submit a maintenance request?

Using your tenant portal, select "request maintenance." You will be able to track in near real-time the progress of your request. If you do not have an active tenant portal, please call your property manager during regular business hours.

How long should I wait to hear back from someone regarding a maintenance request?

You will hear back from us within 24-48 hours. Unless urgent, all maintenance requests should be made using your tenant portal as you are able to track progress via AppFolio at all times.

It’s after regular business hours and I am locked out of my unit, what can I do?

Management does not guarantee “lockout” services are available. Contact a locksmith (Budget Key & Security, phone 206.380.7200) to allow entry at your expense. If no locksmith is available, owner or offsite management reserves the right to charge a “lockout fee.”

How can I pay rent?

Payments can be easily made online using your tenant portal where you can initiate and maintain automatic rent payments via eCheck (no fees) or a credit card (fees apply). You can also deliver a physical check or money order to our management office (c/o InCity Properties, 1421 34th Avenue, Suite 300, Seattle, WA 98122).

I need to pay rent today. Where can I drop off the check?

Payments can be delivered to our office at 1421 34th Avenue Suite 300, between the hours of 9am and 5pm, Monday through Friday. For payments made outside of our office hours, there is a grey drop box located to the left of the building entry. Alternatively, you can execute a same-day payment via the tenant portal by either using eCheck (no fees) from your checking or savings account or a credit card (fees apply).

I have auto pay set up but it did not pay my new rent amount. What should I do?

You can select to auto pay “outstanding balance in full.” If you are using the auto pay feature and your rent has changed, please remember to cancel your current auto pay and set up a new one with the correct amounts.

Are multiple logins/users for the tenant portal available?

For residential, you are able to have more than one login for the tenant portal per named lessee/co-signor. For commercial, unfortunately AppFolio can only support one login per named lessee. We will update you when this feature can be accommodated for commercial tenants. 

​What do I need to do if I plan on moving?

Please contact your property manager as soon as possible to discuss.

​I just moved out and I did not give my forwarding address. Who do I contact?

Please contact your property manager as soon as possible.

​I need to move out of my current space but would like to find a new space that you manage. Can you help?

We love repeat customers! Residential tenants should review our buildings and current vacancies. Commercial tenants should email commercial@incityinc.com. We would be more than happy to help you find your next space.

When is my rent late?

Unless otherwise noted in your lease documents, anything received after the 2nd of every month will be considered late.

How do I add or remove a roommate to my apartment?

Please contact your property manager. The new occupant will need to apply and be approved before he or she can move in. Upon approval, a Roommate Addendum will be executed to add the new occupant to the lease.

Can I put up signage?

Signage always requires landlord review and approval prior to installation.  Contact the management office for more details. 

​Can I assign or sublease my space?

Any assignment or sublease requires prior landlord review and approval.  Please review your lease and/or contact the management office for more details.

How do I change my locks or get additional keys?

Please submit a maintenance request.  Any lock changes are required to be approved by the management team.