Hello Residents and potential clients, you've found us and we love it!
When I started The Gateway Home Services Team, my focus was to create a model with Property Management that would create accountability and efficiency. We are well on our way! With our innovative technology, amazing clients and tenants alike, and the ability for the ENTIRE team to see resident communications and to have visibility to all issues, we have the ability to cross-train, and learn on a daily basis through other team member experiences.
We are a fully virtual Property Management Team. Our goal is always to provide the best working environment for our staff and to create a safe and open place for them to enjoy work, be themselves, and grow as individuals both personally and professionally. I ask that as you navigate through your tenant or Owner issues with the team, remember to be kind. The people behind the screen while you cannot physically touch them have caring hearts, and their only desire is to help you.
Our office at 8918 Reading Road, Cincinnati, Ohio 45215, is a designated place for tenants to drop their rent payments off, for us to receive mail, or for meetings with the Manager. Meetings are held by appointment only and must be between our work hours of 9 a.m. and 4 p.m., Monday through Thursday. To set up an appointment, you may input a resident request. Appointments can even be done via Zoom or Google Meets.
You may contact the office at 513.867.3501 to set up an interactive call. Please utilize your resident portal to communicate any issues that are not an emergency. This helps create an efficient environment and expedite your repairs or questions. As a large team, this also insures everyone linked to your property sees your communication.
Rent Drop Off or Key Return
For rent drop off or key return, there is a dropbox next to the front door of our office located at 8918 Reading Road Cincinnati Ohio 45215. The box is white and low to the ground, located to the left of the front door.
Office Hours
Monday-Thursday: 9 am-4 pm
Friday: Closed
Saturday and Sunday: By Appt Only
Emergencies
An Emergency includes but is not limited to the following: No heat, Fire, CO detectors going off, A flood in your unit, a leak that you cannot stop by shutting off the shut-off valve, no electricity, you are locked out, etc. Basically, if this issue is causing damage to your belongings or our building we want to know PRONTO! Call me, please!
The Emergency Number is 513.867.3501 and should be used for emergencies only by tenants. An emergency is defined as you have water coming into your unit that cannot be stopped, a fire, or no heat/hot water.
Regular Maintenance Issues
Our office number is 513.867.3501 this number should only be used by vendors and tenants who do not have access to the portal. If you call the office and we see that you have access to the portal you will be directed to input a resident request. All communication with tenants should be in writing via their portal unless it is an emergency! This helps the entire staff have visibility and be able to help resolve your issue, but also gives both parties a record of the communication. Please note that we make all attempts to respond within 24 hours for non-emergencies.
Maintenance repairs that are non-emergency, questions regarding your rent, issues with your neighbors, and complaints should all be input into the resident portal. If you feel you need a phone call to discuss these matters, note that. However, our goal is to keep all communication in writing with the ability to go back for reference or record the conversation, which would be done via Zoom or Google Meets.
How do you input a resident request?
Follow these easy steps below. Log into your portal. You can do this at prorealtypm.com or by downloading and adding the Buildium app to your phone through your app store.
Click the button that says requests to the left Input your information as requested (support staff will triage your request as soon as possible)
With all things run by humans, sometimes there is always room for error or communication that can cause frustration. Please remember that the people behind the screen and phone are also human and have emotions. We like to believe that everyone is operating with the best of intentions but know that sometimes our jobs can be more exciting than we would like them to be. Be Kind. Our desire is to help you and resolve your issues.
We hope that you find our policies and procedures effective. Should you not be satisfied with your customer service experience, please contact me at Allie@gatewayhomesvcs.com