Frequently Asked Questions

Who do I contact to set up utilities for my condo?

How do I submit a maintenance request?

  • Please contact – include your full name and address and unit number (if applicable), as well as any applicable pictures, so we may quickly assist you.

How do I report a maintenance emergency?

  • Business Hours (Monday-Friday, 9AM-5PM):
  • After Hours:
  • Maintenance Emergencies:
    • Life-Threatening Emergency: Call 911 first, then follow the emergency maintenance procedure.
    • Plumbing Leaks – please attempt to catch any water till maintenance arrives
      • Note, if you are experiencing a leak as a result of rain, maintenance will not be able to assess the issue till it has stopped raining and it is safe for them to inspect your home.
    • I’ve locked myself out of my condo, can you let me in?
      • Typically, we do not have access to your condo’s keys, unless you live in a building that is part of a master key system. If that is the case, and we are able to let you in, you will be responsible for maintenance time to let you into your condo.
        • Owners at Old Manchester Lofts: If you must have your locks changed, please contact Maximum Security (804-745-3300) as your condo documents require that your condo be paired to the master key, and they are capable of assisting with this.
        • We are never permitted to let a tenant into a condo unit, and they must communicate directly with you and/or your property manager.

How and when do I pay my HOA dues?

  • All HOA fees are due on the 1st and are late after the 10th of the month.
    • Online Payments via Portal:
      • One-time and automatic payments may be made via the online Web Access. Please email if you need assistance with your web access account.
      • We recommend online payments be submitted via eCheck/ACH, but you may pay with a debit/credit card. Automatic payments must be scheduled between the 1st-10th
      • Should you have any issues with an online payment, please contact Zego at 1-866-729-5327.
    • Physical Payments:
      • You may mail place payments in our drop box or mail them to our Richmond, VA office. Please always sign the front of the check and include your name and full address on the payment to ensure it is applied to your account!

We recommend that any payments mailed to our office be sent out no later than the 1st of the month, given mail delays.

My HOA payment returned, but my account does not reflect this. What do I do?

  • Often, the payor is notified of the returned/bounced payment before the payee. If the funds were returned to your account, we recommend you contact your bank, then resubmit the payment and contact our team to let us know of the occurrence.
  • For more information, please contact Zego at 1-866-729-5327.
  • Note, if three (3) payments return within a six-month period, we will only be able to accept certified fund payments (money order or cashier’s check.)

What is Monroe Properties’ pet policy?

  • Pets are permitted, and owners simply must adhere to the following protocols:
    • Pets must never cause disruption or disturbance to neighbors or the community.
    • Owners must pick up after their pets – accidents happen, but please clean up if they occur inside the property or on the grounds!
    • Dogs must be leashed and kept by their owner’s side at all times, when outside of their condo. Owners are liable for any risk/injury their pets may cause to other persons or pets within the community.

Do I need to notify management if I plan to sell my condo?

  • Yes, please email if you decide that you’d like to sell your home.
  • Resale Disclosure Packages: Selling agents or condo owners must email to request the Resale Disclosure Package, including the full address, condo owner’s name, approximate closing timeframe (if known), and any other helpful information.
  • Note, solicitation is (i.e. sale sign) is not permitted in common areas.

I lost key fob, mail key, parking pass etc. – how to do get a replacement?

  • Fobs and Parking Passes: Please contact our office at to request a replacement. Replacement fees are subject to variation, with the change in the cost of time and materials.
  • Mailbox Key: If you lose your mailbox key, you will need to contact a locksmith to change your lock, as we do not have access to your mail keys.