On-Site
About On-Site
On-Site partners with our Site Operations teams to provide our clients with professional application screening and document generation. The On-Site team consists of internal and external support. This means we have Essex associates dedicated to supporting the needs of our associates as well as a whole team of representatives from On-Site for support. To learn more about how we may assist you, see below.
Who Do I Contact?
Please refer to the guidelines below for contacts and estimated response time for various types of requests.
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Internal Request Types Email: On-SiteRequests@essex.com |
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| Request Type | Response Time | Notes |
| Access Requests/Issues | 48 Hours | Please fill out the Service Request Form 48 hours in advance |
| Corporate Application Review | 24 Hours |
Refer to SOP390* *(Screening needs to be completed prior to review) |
| Corporate Lease Generation | 24 Hours | This is for pre-approved corporate units. Refer to SOP390*. |
| Deposit Adjustments | 24 Hours | |
| Form Updates | 48 Hours | Examples include: Community Manager name, courtesy patrol, or utility contact information updates |
| General Inquiries | 48 Hours | For questions clarifying processes and best practices |
| Lease Revisions | 6-8 Weeks | Creating new forms or significant changes to an existing form |
| Provisional Approvals | 24 Hours | Require Regional Manager approval |
| Resident Report Cards | 24 Hours | Must be approved by Legal Ops: Resident Report Card Process |
| Transfer Requests | 48 Hours | A completed Transfer Request Form (below) must be submitted to start this process |
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Support Hours: Monday-Friday: 9am-5pm For requests that require immediate attention, please write ‘URGENT’ in your subject line. |
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External Request Types Email or Call On-Site Directly |
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| Request Type | Notes | |
| Access Requests/Issues | ||
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General Inquiries (866) 266-7483 (Select Option 2 to bypass greeting message and 1 to select English) or OSM_support@realpage.com |
For system related questions, bugs, issues, updates to settings, request for partial SSN’s (collection purposes), how to utilize software, criminal and corporate related questions, etc. | |
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Resident Disputes (877) 222-0384 |
Applicants (only) can file or inquire the status of screening report disputes | |
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Verifications (877) 222-0383 or OSM_verifications@realpage.com |
To request updates to screening, rental verifications, etc. |
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On-Site Support Hours: Weekdays: 6am-5:30pm | Weekends: 10am-4pm | Holidays: Closed If your request requires immediate attention, please escalate with your On-Site case # to on-siterequests@essex.com |
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May 15, 2019