Frequently Asked Questions
- Submit a work order through your tenant portal here:
Tenant Portal
. - A work order must be on file before we can schedule repairs.
- No heat in winter / no AC in extreme heat
- Water leaks or flooding
- Fire damage
- Gas leaks
- Broken locks preventing secure entry
- If you smell or suspect a gas leak, or if there is a fire or fire damage →
Call the Fire Department immediately (911). - Tree down on a power line →
Call Ameren immediately. - Tree down on a cable line →
Call Xfinity, even if you don’t have Xfinity service. - All other emergencies (no heat/AC in extreme temps, water leaks/flooding, broken locks preventing secure entry) →
Call our maintenance emergency line: (217) 675-7872
- Clogged toilets (unless it’s the only one in the unit)
- Appliance issues (dishwasher, washer, dryer, etc.)
- Cosmetic repairs
- Yard/tree cleanup (unless blocking entry or causing safety hazard)
- If you have not been contacted within 7 days of submitting a work order,
please email our tenant communications team at
altaf@joealwardhomes.com
for a status update.
- Clogged toilets due to non-flushables (wipes, toys, sanitary items, etc.)
- Sewer backups caused by tenant misuse
- AC/Furnace not working due to thermostat batteries or clogged filters
(please check batteries and filters before calling – if a tech is sent and it’s just batteries or a clogged filter, cost is billed back).
- Rent late fees apply only when rent is not paid in full and on time.
- Utility charges and any tenant damage maintenance request charges must be
paid within 30 days. - We apply payments to the oldest charges first.
- If you pay rent early and a new charge is added afterward, a late fee may be
posted temporarily. We will waive it after processing (please allow 2–4
business days). - If a charge already exists on your ledger before rent is posted and you do
not pay it, the oldest-charge rule can make your rent appear short. Any resulting
late fees will not be waived.- Examples:
- Waived: You pay rent on 9/28. A $40 water bill posts on 9/30.
A late fee shows on 10/1 → we remove it. - Not waived: A $40 water bill posted on 9/10 isn’t paid by 10/1.
That $40 consumes part of your 10/1 rent → late fee stays.
- Yes. Renter’s insurance is required under the lease. This insurance must protect
the property itself. - We recommend getting your own renter’s insurance policy, which also
covers your personal belongings. - If you choose this option, your proof of insurance must include:
- All tenants listed on the lease
- The property address
- A minimum of $100,000 in coverage
- Proof of insurance must be uploaded through your tenant portal and kept current.
- If you do not provide proof of insurance, or if your policy expires before updated
proof is uploaded, our system will automatically apply two charges totaling
$15/month for renter’s insurance provided through AppFolio.
- Personal disputes: Free mediation services are available through the
Dispute Resolution Institute (DRI). You can contact them at
info@dri-inc.org.- Please note that we are not authorized to mediate disputes between tenants.
- Unlawful activity: Call the police and file a report for documentation.
For non-emergencies, call (217) 935-3196.
For emergencies, dial 911.
- Lease changes are not permitted unless:
- All tenants on the lease sign and agree in writing
- The remaining adults are approved to qualify for the lease on their own
- The property owner gives approval
- Until then, all original signers remain responsible for the lease.
- All security deposit questions must be submitted by email for documentation
purposes at
molly@joelwardhomes.com
.
- You can find all of our available properties on our website at joelwardhomes.com/apply-now .
- Click “Schedule a Showing” on the property you’re interested in, and you’ll be redirected to our ShowMojo scheduling system.
- You will receive an email or text asking you to confirm your showing. If you do not confirm, your appointment will be automatically cancelled by the system.
- Please confirm each reminder to keep your appointment.
- If you miss a showing, please reschedule through our website at joelwardhomes.com/apply-now . This will take you back through our ShowMojo scheduling system.
- If you miss a second showing, you will be required to arrive at our office at the scheduled appointment time and then go to the property with the property manager.
- If you are a no-show for a third appointment, we will not schedule additional showings for you during the current lease renewal season. You may be considered again during the next calendar lease cycle.
- All adults (18+) must apply with valid photo ID.
-
Proof of income (paystubs, disability, or Social Security award letters).
- Income must show the rent is no more than 33% of your gross monthly income. Example: If rent is $900, you’ll need at least $2,700/month in gross income.
- Total debts (including rent) must be less than 50% of your gross monthly income. Example: If your gross monthly income is $3,000, your total monthly debts (rent + car payment + credit cards + loans, etc.) must be under $1,500.
-
Background/credit check (application fee applies).
- At least one adult or co-signer must have a credit score of 550+ (co-signer must apply).
- No evictions in the past five years.
- All of our properties accept the Housing Choice Voucher Program. We recommend you contact your caseworker to ensure the property will meet their requirements prior to scheduling a showing or completing an application.
We are an Equal Housing Opportunity provider and comply with federal, state, and local fair-housing and source-of-income laws. Applicants using Housing Choice Vouchers (Section 8) are welcome.
For voucher-assisted applicants, our income (33%), debt-to-income (50%), and minimum credit-score requirements do not apply.
Standard screening for background, rental history, landlord references, and the ability to pay the tenant-responsible portion and utilities still applies.
- Usually 7–10 business days, depending on how quickly verification comes back.
- Submit paystubs/award letters instead of screenshots.
- Provide correct employer/landlord contact information.
- Ensure all applicants apply at the same time.
- Let your current landlord and employer know we’ll be reaching out for reference/verification — they usually respond quicker if they’ve been notified ahead of time.
- Yes. There is a section in the application for “additional income” where you can list any secondary jobs, child support, or other sources of income.
- If you have an upcoming raise, ask your employer for a letter stating the new pay amount and the date it will begin. Upload this letter with your application for consideration.
- The application requires an employer contact to move forward. If you are self-employed or are receiving S.S.I. benefits, you may enter na@gmail.com in that field so you can complete the application.
- The fee is $45, which covers background and credit checks. This is a one-time fee and is valid for all of our available properties — you don’t need to pay again if you apply for multiple units with us.
- Security deposit and last month’s rent are due at the time of lease signing.
- First month’s rent must be paid in full prior to key pick-up.
- Yes. All applicable utilities must be turned on in the tenant’s name prior to key pick-up. Proof of utility setup may be requested at that time.
- Most of our properties allow pets with an additional $500 security deposit per pet.
- Policies vary by property owner, including the maximum number of pets allowed.
- You can find all of our available properties on our website at joelwardhomes.com/apply-now .
- Click “View Listing” on the property you are interested in.
- You will be redirected to the full ShowMojo listing, where you can see pet policies and other details for that property.
- For the quickest response, email altaf@joealwardhomes.com (this inbox is monitored daily).
Customer Service Commitment – We strive for excellent customer
service and communication, and are always seeking ways to improve.If there’s anything we can do better, please email us at
altaf@joelwardhomes.com
.
service and communication, and are always seeking ways to improve.If there’s anything we can do better, please email us at
altaf@joelwardhomes.com
.
If you feel we’ve done a great job, please consider leaving us a review by
clicking the link below!
Thank you, and welcome to the Joel Ward Homes family!
