Our Resident Commitments

As you search for the apartment that's right for you, rest assured that Equity Residential is a company committed to you. We understand that the perfect apartment is only as good as the services that back it. That's why we've created resident programs and commitments with your needs in mind. These are our commitments to you:

Exceptional Move-In

We’ll make sure there are no surprises on moving day. While you’re busy preparing for your move, we’ll be busy preparing for your arrival. Our team will certify that your home is in quality condition before you arrive, and we will provide you with contact names and numbers so you can reach us as you settle in.

Total Satisfaction

We are so confident you’ll be happy with your new apartment that we guarantee it! If you are unhappy with your apartment during the first 30 days of your lease, we will allow you to cancel your lease and you’ll only have to pay for the days you lived with us.* It’s that simple.

You are required to notify the Property’s office staff of the reason for your dissatisfaction with the apartment and your expected move-out date. The move-out date must be within the first 30 days from the date you are given your apartment keys.

* You will only pay rent for the number of days you had legal possession of the apartment, as well as damage caused to the apartment beyond normal wear and tear. You may not apply any free rent concessions (for full or partial months) toward your rent payment obligations under the Total Satisfaction Commitment. Rent includes the total monthly rent amount (base rent plus recurring month charges such as pet fees, covered parking, utilities, washer / dryer, etc.). Although the Property will retain the non-refundable move-in fee and all fees associated with the application and move-in process, it will refund the non-refundable pet fee.

Express Service

Routine service requests will be completed within two business days (M-F), guaranteed! If we’re late, write us about it and we will gladly compensate you with free rent for each full day after we receive written notice until the request is resolved.*

Routine service requests include the following items: interior electrical light switches and outlets, heating and air conditioning, water heaters, refrigerators, ranges, dishwashers, washers, dryers, garbage disposals, clogged drains, leaking plumbing fixtures and systems, door locks and viewers, window locks, smoke detectors and carbon monoxide detectors.

For us to keep our Express Service Commitment to you, we must have access to your apartment during normal business hours. We cannot be denied access during or after the 2 business days following your service request. Additionally, your apartment and its contents must be properly maintained and you must be a resident in good standing.

This Express Service Commitment will not apply if the service request is necessitated by damage or abuse that you cause to the apartment, appliances, or fixtures. It will also not apply if we are required to hire outside contractors or order parts that are not in stock. Inclement weather, natural disasters and other emergencies that affect large numbers of residents will result in the temporary suspension of the Express Service Commitment.

* Rent credits are calculated based on your base monthly rent amount (i.e., not including pet fees, utilities, garage fees, or other monthly charges). A “full day” is defined as each calendar day commencing on the day after we receive written notice from you that the original routine service request was not satisfactorily resolved in 2 business days and continuing through the calendar day immediately preceding the day we satisfactorily resolve the original service request.

Flexible Living Options

We can offer you flexible living solutions because we’re one of the largest owners and operators of apartment communities nationwide. If you decide to move, start a new job or buy a home while you rent with us, we can help you make the transition. Thousands of residents are taking advantage of our unique programs, including Coast to Coast Resident Relocation and Rent with Equity.

Personal Attention

When you rent with us, you’re not just a resident, you’re a neighbor. We’re going to listen to your needs, return your calls promptly and address your concerns.

Being part of the Equity Residential family certainly has its advantages! Welcome home!

Information is subject to change.