Resident FAQs

General Questions

• How do I report a neighbor-related concern?

  You can report a neighbor-related concern by emailing us at office@superiorpropertygroup.org or texting us at 608-200-2032. We need any complaints to be communicated in writing. If the situation involves immediate danger or a threat to your safety, don't hesitate to contact 911 or your local law enforcement directly.

• How can I get a Rental Certificate?

  Please send us an email attaching the pre-filled rental certificate. For the year 2025 rental certificate, CLICK HERE to get the template. Only fill out your portion, not the entire form. Check the instructions on the second page to know what fields you must fill out. If you need help filling out the rental amount section, we’ll be happy to help!

Maintenance-Related Questions

• How to create maintenance requests?

  You may submit maintenance requests through Meld by visiting this link: app.propertymeld.com. Please refer to @MAINTENANCE REQUESTS for more information.

• How long will it take for the service to be finished?

  It depends on the issue you requested to be fixed. Once you submit a meld request, the maintenance team will schedule the meld and notify you via chat on Property Meld and email. The details will be included in the notifications you will receive.

• How to contact the Maintenance Department?

  For all emergency maintenance requests, Residents must call 833.387.8737 Ext 2 to reach the Emergency Maintenance Line. The Emergency Maintenance Line is for EMERGENCY NEEDS ONLY. Any calls made to the Emergency Maintenance Line that are determined NOT to be emergencies will result in a fine charged to your ledger.

Payment-Related Questions

• Is there a processing fee when making payments online?

  Yes, our rental payment system charges a percentage-based fee for BOTH debit and credit cards.
  
  It charges a flat $4.99 processing fee for cash payments made at Cash Pay locations.
  
  If you'd like to avoid processing fees on your rental payments, you can select "eCheck" as your payment method and input your banking info to do a direct bank-to-bank transfer, which is free!

• What does NSF mean?

  NSF means “Non-Sufficient Funds” and if your payment was returned due to this reason, there would be a $50 bookkeeping fee. Please note that the fee will be charged for every returned payment due to NSF. NSF fees are charged to cover bank fees Superior Property Group incurs when a payment is returned due to NSF.

• Why are my utility bills being paid by SPG and incurring a Bookkeeping fee?

  As outlined in your lease, the Resident is responsible for paying for certain utilities. When utility bills become past-due, they not only incur late fees, but there is a risk they will be added to the property owner’s tax bill if left unpaid. In order to avoid the accrual of late fees and the transfer of any Resident charges to the owner, Superior Property Group must make sure any past-due utility bills are paid promptly.

  The bookkeeping charge is added in order to compensate our financial team for the extra work of having to pay these bills, but the charge is also meant to incentivize Residents to stay on top of their utility bills. Superior Property Group is in no way obligated to contact a Resident before paying any past-due utility charges that the Resident is responsible for as outlined in their lease.

RBP-Related Questions

• Why do we need to pay for the RBP?

  All of our residents are now required to enroll in the Resident Benefits Package through Second Nature either at move-in or at lease renewal. If you would prefer to have your own renter's insurance, though your plan has to be accepted by Second Nature, then your RBP monthly fee will be lowered to $25.

• How to get an update regarding my 3rd-party renter’s insurance policy verification?

  The verification of any 3rd party renter's insurance policy is conducted by Second Nature's insurance division and not Superior Property Group.

  If you have questions about getting your policy verified, questions about why your policy wasn’t verified, or you would like a status update of your in-progress verification, please reach out to Second Nature's insurance division at: insurancesupport@secondnature.com OR (516) 362-0366

Lease-Related Questions

• Can I make any alterations to the unit?

  Per the lease agreement, you're welcome to put things in the unit as long as you don’t damage the paint, create holes in the walls, or leave any sticky residue behind.

  If you use adhesive materials, please ensure they are removed carefully to avoid peeling the paint and clean off any residue before moving out. The apartment must remain in its original condition, free from nail holes, peeled paint, or adhesive areas, as provided at move-in.

• What is the policy on pets?

  If you are adopting a new pet, you must inform Superior Property Group first and send the documents needed such as:

  • Pet’s name, age, breed, color, and weight.
  • A copy of the rabies vaccination certificate from a licensed veterinarian.
  • Documentation confirming the pet has been spayed or neutered.
  • Name, address, and contact information of the veterinary clinic where your pet is registered.

  It’s important to inform us ahead of time if you are adding a new pet to your unit or have an animal visiting, to avoid the $500 undisclosed animal fee.