Help Center

FAQs

Check out our FAQs below to get answers to common resident questions. 

Help Center

VineBrook Resident FAQs

Resident Portal

Download the “VineBrook Homes Resident” app from your app store and log in using the credentials created during leasing. You can also access it at vinebrookhomes.com/login.

You can access the VineBrook Resident Portal online through a webpage or on the app on a smart phone or table.

Access the Portal Online:

  • Go to the Resident Portal webpage – here

  • From there you can log in with the credentials you used during the leasing process.

  • Don’t remember your login information or never set up an account? From there you can also reset your password or register for access.

Access the Portal App:

  • Search for the “VineBrook Homes Resident” app in the app store on your phone or tablet.

  • Download and install the app.

  • Log in using the credentials created during the leasing process. 

  • Don’t remember your login information or never set up an account? From there you can also reset your password or register for access.

The Resident Portal gives you access to important resident information and allows you to manage a range of resident services. Resident Portal features include: 

Rent Payment

  • Make your monthly rent payments

  • Set up AutoPay to automatically pay rent

  • Update your payment method or other payment settings

Resident Information

  • Update your contact details and other resident profile information

  • Access information about your home, including resident responsibilities and other lease requirements

Lease Documents

  • Download your lease and other resident records

Maintenance Request/Customer Service

  • Access the link to the service request form to submit a maintenance request

  • See other customer service contact information to get in touch with the VineBrook Customer Service team

Rent & Payments

Rent is due on the 1st of each month. 

Rent is considered late as of the 2nd of the month, and late payments will include a late fee. You can make rent payments through the Resident Portal. (If unable to use the portal, you may pay rent by mail. See “How do I pay my rent?” below for more information.

Rent is due on the 1st of each month. 

Rent is considered late as of the 2nd of the month, and late payments will include a late fee. You can make rent payments through the Resident Portal. (If unable to use the portal, you may pay rent by mail. See “How do I pay my rent?” below for more information.

Rent payments should be made through the Resident Portal.

You can access the portal online here or through the app. (See “VineBrook Resident Portal” section here for more information.) 

If unable to use the portal, you can mail your payment to the below address. Please note, payment must arrive by the 1st of the month.

VineBrook Homes
Accounts Receivable
3500 Park Center Drive, Suite 100
Dayton, OH 45414

Rent can be made using bank transit, debit, or credit card.

You can set up AutoPay in your Resident Portal to make automatic rent payments on time each month. 

A late fee will apply to payments received after the 1st of the month. 

To avoid late fees, you can set up AutoPay and make automatic monthly rent payments. Set up AutoPay in your Resident Portal.

Maintenance/Service Requests

Rent is due on the 1st of each month and considered late after the 2nd.

Maintenance or service requests can be submitted online. Submitting a request online is typically the fastest way to get a response.

Submit a Request Online:

Other Ways to Submit Requests:

  • You can call our 24-hr. Customer Service line at (855) 513-5678. Our Customer Service team will capture your information and create a service ticket for you.

  • If you are unable to submit a request online at the form above, you can also email customerservice@vinebrookhomes.com.

Emergency Maintenance Requests:

  • In the event of a serious emergency, such as a life-threatening event or the presence of fire, smoke, or gas, please call 911 immediately.

  • For emergency maintenance issues, call our 24-hr. Customer Service line at (855) 513-5678 to submit an urgent request.

  • See “What is considered an emergency maintenance issue?” for more information.

*Please only submit one service request per issue. Submitting multiple requests can result in delayed response.*

  • Emergency: 1–2 business days
  • Non-emergency: 3–10 business days

VineBrook identifies emergency services requests as those related to situations where persons or property are in danger of imminent harm, such as fire, smoke, flooding water, or active criminal activity. 

Emergency maintenance issues include but are not limited to: 

  • Fire

  • Broken pipes

  • Gas leak

  • Flooding

  • Electrical outage

  • Broken lock

  • Lack of heat in extreme temperatures

  • Structural damage

More information on emergency vs. non-emergency requests can be found when submitting a request online at www.vinebrookhomes.com/service-request.

If you have previously submitted a maintenance or service request, you can check its current status at: www.vinebrookhomes.com/service-request

(From there, select “Check Service Request”)

*Please only submit one request per issue. If your request has not been addressed, please refrain from submitting it again, as multiple requests for the same issue can delay response time.*

Resident Responsibilities

Rent is due on the 1st of each month and considered late after the 2nd.

Residents are responsible for routine tasks like changing HVAC filters, lawn care, trash removal, pest control, and cleaning gutters. See Section 12.1 of your lease for the full list.

Utility responsibility varies by location. Review your lease to determine how utilities are handled for your property and ensure property setup.

Move-In

  • Set up the Resident Portal and AutoPay
  • Review your lease and utility responsibilities
  • Locate home essentials like the water shut-off valve and furnace
  • Set up internet/cable and trash service
  • Submit a USPS change of address form

Submit a USPS Change of Address form online – here. Or complete the form in person at a Post Office location.

Visit usps.com/manage/forward to set up mail forwarding online.

Residents are responsible for setting up and managing internet and cable services. To get these services set up, choose a provider and schedule installation at your convenience.

Move-Out/End-of-Lease Information

A renewal letter will be sent toward the end of your lease. Address any concerns 60 days before lease end.

Yes, this is available at an added cost as outlined in your lease.

Submit written notice at least 60 days before your lease end date. Ensure all keys/remotes are returned and provide a forwarding address.

A move-out inspection will be completed. Any damages beyond normal wear and tear will be deducted from your deposit. A statement will be sent per local laws.

Property Policies

Yes, with management approval. Maximum of 2 pets per property. Restrictions and pet addendums apply.

Pets are permitted with management approval. A maximum of 2 pets are allowed per property. Restrictions and pet addendums apply, so please review your lease for more information, including a complete list of requirements related to pets at the property.

Grilling is allowed at standalone homes but not in apartment or townhome communities with multiple connected units. Follow local and HOA ordinances.

Only one dish allowed, must be installed on the rear side of the home by a professional. No installation on shared structures.

Yes, residents must control noise levels and comply with city/HOA ordinances.

Evergreen Live Transition FAQs

Markets Impacted

Download the “VineBrook Homes Resident” app from your app store and log in using the credentials created during leasing. You can also access it at vinebrookhomes.com/login.

The following information is specific to the markets where VineBrook is transitioning property management to Evergreen Live in September.

The Resident Portal gives you access to important resident information and allows you to manage a range of resident services. Resident Portal features include: 

Rent Payment

  • Make your monthly rent payments

  • Set up AutoPay to automatically pay rent

  • Update your payment method or other payment settings

Resident Information

  • Update your contact details and other resident profile information

  • Access information about your home, including resident responsibilities and other lease requirements

Lease Documents

  • Download your lease and other resident records

Maintenance Request/Customer Service

  • Access the link to the service request form to submit a maintenance request

  • See other customer service contact information to get in touch with the VineBrook Customer Service team

Rent & Payments

Rent is due on the 1st of each month. 

Rent is considered late as of the 2nd of the month, and late payments will include a late fee. You can make rent payments through the Resident Portal. (If unable to use the portal, you may pay rent by mail. See “How do I pay my rent?” below for more information.

Rent is due on the 1st of each month. 

Rent is considered late as of the 2nd of the month, and late payments will include a late fee. You can make rent payments through the Resident Portal. (If unable to use the portal, you may pay rent by mail. See “How do I pay my rent?” below for more information.

Rent payments should be made through the Resident Portal.

You can access the portal online here or through the app. (See “VineBrook Resident Portal” section here for more information.) 

If unable to use the portal, you can mail your payment to the below address. Please note, payment must arrive by the 1st of the month.

VineBrook Homes
Accounts Receivable
3500 Park Center Drive, Suite 100
Dayton, OH 45414

Rent can be made using bank transit, debit, or credit card.

You can set up AutoPay in your Resident Portal to make automatic rent payments on time each month. 

A late fee will apply to payments received after the 1st of the month. 

To avoid late fees, you can set up AutoPay and make automatic monthly rent payments. Set up AutoPay in your Resident Portal.

Maintenance/Service Requests

Rent is due on the 1st of each month and considered late after the 2nd.

Maintenance or service requests can be submitted online. Submitting a request online is typically the fastest way to get a response.

Submit a Request Online:

Other Ways to Submit Requests:

  • You can call our 24-hr. Customer Service line at (855) 513-5678. Our Customer Service team will capture your information and create a service ticket for you.

  • If you are unable to submit a request online at the form above, you can also email customerservice@vinebrookhomes.com.

Emergency Maintenance Requests:

  • In the event of a serious emergency, such as a life-threatening event or the presence of fire, smoke, or gas, please call 911 immediately.

  • For emergency maintenance issues, call our 24-hr. Customer Service line at (855) 513-5678 to submit an urgent request.

  • See “What is considered an emergency maintenance issue?” for more information.

*Please only submit one service request per issue. Submitting multiple requests can result in delayed response.*

  • Emergency: 1–2 business days
  • Non-emergency: 3–10 business days

VineBrook identifies emergency services requests as those related to situations where persons or property are in danger of imminent harm, such as fire, smoke, flooding water, or active criminal activity. 

Emergency maintenance issues include but are not limited to: 

  • Fire

  • Broken pipes

  • Gas leak

  • Flooding

  • Electrical outage

  • Broken lock

  • Lack of heat in extreme temperatures

  • Structural damage

More information on emergency vs. non-emergency requests can be found when submitting a request online at www.vinebrookhomes.com/service-request.

If you have previously submitted a maintenance or service request, you can check its current status at: www.vinebrookhomes.com/service-request

(From there, select “Check Service Request”)

*Please only submit one request per issue. If your request has not been addressed, please refrain from submitting it again, as multiple requests for the same issue can delay response time.*

Resident Responsibilities

Rent is due on the 1st of each month and considered late after the 2nd.

Residents are responsible for routine tasks like changing HVAC filters, lawn care, trash removal, pest control, and cleaning gutters. See Section 12.1 of your lease for the full list.

Utility responsibility varies by location. Review your lease to determine how utilities are handled for your property and ensure property setup.

Move-In

  • Set up the Resident Portal and AutoPay
  • Review your lease and utility responsibilities
  • Locate home essentials like the water shut-off valve and furnace
  • Set up internet/cable and trash service
  • Submit a USPS change of address form

Submit a USPS Change of Address form online – here. Or complete the form in person at a Post Office location.

Visit usps.com/manage/forward to set up mail forwarding online.

Residents are responsible for setting up and managing internet and cable services. To get these services set up, choose a provider and schedule installation at your convenience.

Move-Out/End-of-Lease Information

A renewal letter will be sent toward the end of your lease. Address any concerns 60 days before lease end.

Yes, this is available at an added cost as outlined in your lease.

Submit written notice at least 60 days before your lease end date. Ensure all keys/remotes are returned and provide a forwarding address.

A move-out inspection will be completed. Any damages beyond normal wear and tear will be deducted from your deposit. A statement will be sent per local laws.

Property Policies

Yes, with management approval. Maximum of 2 pets per property. Restrictions and pet addendums apply.

Pets are permitted with management approval. A maximum of 2 pets are allowed per property. Restrictions and pet addendums apply, so please review your lease for more information, including a complete list of requirements related to pets at the property.

Grilling is allowed at standalone homes but not in apartment or townhome communities with multiple connected units. Follow local and HOA ordinances.

Only one dish allowed, must be installed on the rear side of the home by a professional. No installation on shared structures.

Yes, residents must control noise levels and comply with city/HOA ordinances.

Additional Resources

For all VineBrook resident resources, visit our Resource Hub.

Follow the link to submit a maintenance request using your home address. Requests should be submitted by the primary lease holder   

Log into your Resident Portal to view your rent payment options, set up automatic payments, or get help if you’re experiencing financial difficulties.

Log into your Resident Portal to manage your lease details, complete renewal agreements, access lease documents, or explore new leasing options.

Visit the Resident Resource Hub to learn more about the resources available to VineBrook Homes residents, including financial coaching and hardship support.

Select your specific VineBrook Homes location to get information and updates for residents in your area and a list of third-party local resources.

Have a question not answered here? Visit our contact page for information on how to reach VineBrook Homes by email or phone.