Emergency and Urgent Questions
Your safety and peace of mind are our top priorities. Review this section to quickly identify urgent maintenance emergencies and learn how to contact our 24/7 emergency dispatch team.
An emergency is any issue that threatens your immediate safety or causes active destruction to the property. This includes a burst pipe, severe structural flooding, a complete lack of heat during freezing winter temperatures, or a live electrical short circuit. Standard cosmetic or non-destructive repairs are scheduled during regular business hours to ensure our operational teams deploy resources efficiently.
You can reach our centralized, 24/7/365 maintenance dispatch line by calling your local office phone number directly. Our phone system automatically routes after-hours emergency selections straight to a live coordinator who will dispatch a qualified emergency technician to stabilize the asset.
If you smell gas or suspect a leak, evacuate the property immediately and call your utility provider or 911 from a safe distance. For a severe water flood, locate and turn off the main water shut-off valve if it is completely safe to do so. Once the immediate danger is contained, contact our emergency maintenance support line through your local office number right away.
Always dial 911 first for any life-threatening emergency, fire, natural disaster, medical crisis, or active criminal activity. Once emergency services are en route and all residents are safe, contact your local PURE HomeRiver office to report the incident.
Payments and Rent
Managing your account balance and monthly rent is simple and secure. Find clear details here on payment methods, due dates, setting up automatic transactions, and viewing your financial history.
Rent is due on or before the 1st day of every month, even if the 1st falls on a weekend or an official holiday. You can pay online via our secure Resident Portal using an e-check or a credit/debit card. Alternatively, you can pay via paper check, money order, or cashier’s check mailed or delivered to our local office. Cash is never accepted under any circumstances.
No. PURE HomeRiver operates with no grace period for rent payments. Rent must be received in our office or fully processed through the online system on or before the 1st day of the month to be considered on time. If payments are late, automated late notices and fees are applied directly to your account ledger according to the explicit terms written in your lease.
You can log in to your secure account at purepm.review to access the Resident Portal dashboard. You can also contact our online payment processing provider, Resident Direct, at 844-530-5785 for direct account assistance.
Yes. Online payment processors charge transactional fees directly. Payments made via an online e-check incur a flat processing fee of $1.00. Online payments made using a credit card or debit card incur a processing transaction fee of 2.95% of the total payment amount.
You can set up recurring automatic withdrawals by logging into your Resident Portal and navigating to the payment management section. Please note that auto-payments are established for a fixed, set amount. If your ledger includes variable charges, such as sub-metered water or sewer bills, you will need to log in and process a separate, one-time manual payment for those specific additions.
The online payment processing system does not allow a second transaction from the same bank account to be generated while the first payment is actively processing. To navigate this, set up your variable manual transactions a few days before your main auto-payment is scheduled to pull. Roommates can easily avoid this constraint by processing their individual partial rent shares through their own distinct Resident Portal accounts using their separate checking or savings accounts.
Yes. You can mail your check, money order, or cashier’s check to our local office address. If you use the postal service, please allow plenty of delivery time; rent must arrive at our physical office by the 1st, and our offices do not receive mail delivery on Saturdays. You may also drop off payments in person Monday through Friday from 9:00 AM to 12:00 PM and 1:00 PM to 4:00 PM, or place them in the secure, after-hours drop box located outside our front door.
No. We do not accept postdated checks. All physical checks received at our office are deposited on the exact day they are handed over or retrieved from the drop box. If you anticipate a bank delay or an issue paying by the 1st of the month, you must contact our office immediately to discuss your ledger status.
Your complete financial history, past transactions, and current ledger are permanently stored inside your Resident Portal. You can view, download, or print official receipts for any past rent payment directly from your dashboard 24/7 without needing to contact an office coordinator.
Maintenance and Repairs
We are dedicated to keeping your home in excellent condition. Learn how to submit routine maintenance requests online, track active work orders, and understand your daily upkeep responsibilities.
All standard, non-emergency maintenance requests must be submitted online through your Resident Portal. To ensure our team routes your request to the correct technician, please upload clear photos of the issue and add a comprehensive, detailed description of what needs to be repaired.
Our operations rely on parallel processing, meaning our dedicated maintenance specialists work simultaneously with local contractors to resolve issues quickly. Most routine requests are assigned to a certified technician within 48 business hours of submission. The vendor will then reach out to you directly via phone or text to schedule a convenient appointment.
We only partner with fully licensed, bonded, and insured contractors from our preferred vendor network. You will receive an automated portal alert or email detailing the name of the specific company assigned to your work order before they arrive at your home.
The property investor handles structural repairs, major systems like heating, air conditioning, electrical infrastructure, and structural plumbing failures resulting from normal wear and tear. Residents are responsible for standard, daily upkeep. This includes replacing lightbulbs, changing HVAC filters every 30 to 90 days, clearing minor drain clogs caused by hair or grease, keeping the property free of pests, and repairing any property damage caused by resident neglect or misuse.
You can monitor the real-time status of any open maintenance request inside your Resident Portal. For specific questions or scheduling adjustments, you can message your assigned maintenance coordinator directly through the portal’s integrated chat feature.
You must contact our office to request pre-approval before bringing any animal onto the property. We must reach out to the investor to confirm property rules first. Once initial approval is granted, you must complete the steps outlined in the PURE Animal Program Flyer found on our website, submit a separate animal application, and pay any required animal fees. Please note that your lease agreement strictly prohibits visiting pets from entering the property at any time.
Move-in and Move-out
Navigating your transitions should be a seamless experience. Review our comprehensive guidelines on applying for a home, move-in fund timelines, security deposit returns, and lease termination requirements.
Navigate to the available listings tab on our website, locate the property you wish to rent, and click the link to submit an online application. Please make sure to read our application guidelines and criteria thoroughly before entering your information.
Yes. Every adult applicant who is 18 years of age or older and intends to reside at the property must fill out a separate application and undergo our comprehensive background, credit, and rental screening process. The application fee paid for this screening is entirely non-refundable.
No. PURE HomeRiver cannot hold an available rental property until we have a fully approved application on file, a signed lease agreement, and all initial reservation fees are paid in full.
Your first full month’s rent must be paid via cashier’s check or money order within 48 hours of your application approval. All other remaining move-in funds, including security deposits and lease administration fees, must be paid via cashier’s check or money order on or prior to your official lease start date. Keys will not be handed over under any circumstances until your ledger balance is fully paid.
Yes, your security deposit is fully refundable at move-out, provided the property is returned according to the lease guidelines. Your deposit is held securely in a strict, audited trust account. It is kept entirely separate from our corporate operating funds to protect your money throughout your residency.
You must review your lease agreement to verify your eligibility window. You can submit an official written notice to vacate through your Resident Portal at least 30 days prior to the last day of your lease term. If you are on a month-to-month tenancy, you must still give a full 30-day written notice before the end of your final target month. If you choose to vacate the property in the middle of a month, you remain financially responsible for rent through the last day of that calendar month.
The rental property must be returned in the exact same condition you received it, excluding standard wear and tear. You can download a comprehensive move-out cleaning checklist from the resources tab in your Resident Portal to ensure every room is detailed correctly. All personal items must be removed, carpets must be professionally cleaned, and keys must be returned directly to the office.
Our inspectors perform a highly detailed property evaluation with extensive photographs, comparing the current condition directly against your original move-in report. We strictly deduct only for actual damages, entirely excluding normal wear and tear. Our accounting department ensures your itemized deduction list and remaining deposit funds are mailed directly to your forwarding address within your state’s strict legal timeline.
You can input your new forwarding address directly into your Resident Portal during the notice-to-vacate workflow, or provide it in writing to your local office team before your move-out date.
If you disagree with any itemized damage charge, you can submit a formal dispute in writing to your local office. Please include all supporting documentation, such as copies of your move-in condition checklist and time-stamped photos, so our compliance team can review your file accurately.
All residents must complete, sign, and submit a Separation of Co-Residents Agreement to modify the lease terms. PURE HomeRiver will not issue a partial refund of the security deposit; all roommates must settle any personal fund allocations among themselves. A non-refundable processing fee of $200 must be paid to our office before the separation review can begin.
The vacating resident agrees to be released from the lease and forfeits all rights to the existing security deposit. The remaining resident must complete a re-qualification screening and sign a replacement lease agreement, which may include adjustments to the rent rate or security deposit requirement. The existing lease remains in full effect until all parties have successfully signed the replacement agreement.
Resident Portal & Local Directory
Log in to your portal to submit maintenance requests and manage payments, or select your city from the directory below to contact your local office directly.
