Tenant FAQ

Our office is by appointment only. Walk-in visits are not permitted—this includes paying  rent in person. 

• Please do not come to the office without an appointment, even if you are looking to  pay rent. 

• To schedule a visit, please call us at (414) 276-5611 or email us at  

support@keymanagement.com.

Rent is due on or before the 1st of each month and is considered late after 11:59 PM on the  5th. If rent is not received by the deadline, a late fee will automatically be applied and  cannot be waived under any circumstances. Key Management will send a courtesy text  reminder with your outstanding balance.  

You can pay rent in the following ways: 

• Online through your tenant portal (preferred method).

If mailing a check, please note: 

We recommend using your bank’s online bill pay service, which will generate and mail a check  on your behalf—this helps ensure accurate, timely delivery and eliminates the need for  handwritten checks. Instructions for setting this up were included in your Welcome Packet. 

Make all payments payable to the Key Management. 

Mail payments to: 

Key Management 

PO Box 510675 

Milwaukee, WI 53203

Be sure your name, address, and unit number are clearly listed on all mailed payments. 

• Late fee: $100 

• NSF (non-sufficient funds) fee: $50

All maintenance requests must be submitted through your online tenant portal.

Verbal requests or texts to onsite staff or management will not be accepted, as they create  confusion and may delay service. 

Please do not contact the maintenance team, onsite managers, or the office directly for  maintenance issues—using the portal ensures proper tracking and scheduling. 

When submitting a request, be as specific as possible (e.g., “bathroom sink clogged” or “leak  near living room ceiling”). Also include: 

• If there are pets that need to be kenneled or watched for 

In accordance with Wisconsin law, submitting a maintenance request gives Key  Management permission to enter your unit with a minimum of 12 hours’ notice. In the event of a true emergency, we may enter the unit without advance notice to prevent  damage or ensure safety.g elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua.

Always call 911 for any medical, fire, or life-threatening emergency. 

A maintenance emergency is something dangerous or that could cause damage if not handled  immediately—like a gas leak, major flooding, or severe water leak. 

These do not count as emergencies: 

• Appliance not working 

• Minor drain clogs 

• Inconvenient but non-hazardous issues 

• Being locked out 

During business hours, call the Key Management office directly. 

After hours, contact your building manager or our emergency answering service at 414-225- 6055. If it happens overnight, and is NOT an emergency do your best to contain the situation  until morning.

• Milwaukee Police (non-emergency): 414-933-4444

• Milwaukee Fire Department (non-emergency): 414-286-8948 

• Shorewood Police (non-emergency): 414-332-8948 

• Shorewood Fire Department (non-emergency): 414-357-0133 

• Greenfield Police (non-emergency): 414-761-5300 

• Greenfield Fire department (non-emergency): 414-545-7946 

• Grafton Polie (non-emergency): 262-375-5320 

• Grafton Fire Department (non-emergency): 262-375-5314 

• We Energies: 800-242-9137 

Drains:

Avoid letting food and hair go down drains. Regular cleaning can help prevent clogs. We  recommend placing “hair catchers” in sink and tub drains to keep them clear. 

Stove/Oven: 

• Be aware of the various bake, broil, time bake, and self-clean controls. • Familiarize yourself with pilot lights and how to relight them if they go out. • Regular cleaning of the stove and oven helps keep them operating properly. • Never leave your stove or oven on when you are not in the apartment. Doing so  poses a serious fire hazard. 

• If a fire occurs as a result of negligence or leaving the stove/oven unattended, the  tenant will be held liable to the fullest extent for any damages caused. 

Refrigerator: 

If your refrigerator stops working, we will address the issue immediately. However, if the  refrigerator failure results in damaged or spoiled food, Key Management is not responsible for  covering the cost. You should report any food loss to your renter’s insurance. 

Water Damage: 

Take care to prevent water damage caused by allowing water to sit on counters and floors. 

• Always keep shower curtains inside the tub. 

• Water on tile floors can seep through grout and cause dry rot or damage to the subfloor. • Water can also seep around vinyl flooring, damaging the floor below. • We recommend placing a mat, towel, or rug on the floor when exiting the tub or shower. 

Power: 

If the power goes out, first check to see if the entire area is affected.

• If it is a widespread outage, report it to We Energies.  

o For Electric outage: 800-662-4797.  

o For Natural Gas outage: 800-261-5325 

• If the power outage is limited to your unit/house, check the circuit breaker panel.  Look for any tripped switches that may be in the off position. If your apartment is  operated by a fuse, call your on-site manager.

You’re expected to: 

• Replace light bulbs (correct wattage) 

• Replace smoke/CO detector batteries 

• Report repairs promptly 

• Handle routine pest/rodent issues (e.g., ants, mice, spiders) 

• Keep the unit clean (no grease, mildew, cobwebs, etc.) 

• Clean and maintain appliances and fixtures 

• Prevent drain clogs (use hair catchers, avoid grease/food) 

• Prevent water damage (keep shower curtains in tub, dry up water spills) 

For power issues: 

If your power goes out, check your circuit breaker. If it's an area-wide outage, contact We  Energies. 

o For Electric outage: 800-662-4797.  

o For Natural Gas outage: 800-261-5325

Your rental agreement is available 24/7 on your tenant portal. 

If it’s not there, contact us to request a physical copy. 

All pets must be approved in advance by Key Management. 

• Max of 2 pets 

• $50 per month fee per pet 

• Weight limits may apply by building 

To add a pet, email support@keymanagement.com with your pet’s: 

• Name 

• Breed 

• Color

• Age 

• Size 

A pet rental agreement addendum must be fully signed by all tenants and co-signers before  any pet is allowed in the unit. 

Tenants may not bring a pet into the apartment without prior written approval from Key  Management and a completed, signed pet addendum. Unauthorized pets are a violation of the  rental agreement and may result in fines or rental agreement enforcement action. 

To remove a pet, email us with the details. A new pet addendum will be sent to reflect the  change. 

If your building offers off-street parking, contact your on-site manager to check availability. Do not park without approval—unauthorized vehicles will be ticketed or towed. 

To start parking, the following information will be needed: 

• Make, model, year, and color of your vehicle 

• License plate number and state 

You’ll receive a parking rental agreement addendum to sign. 

To stop parking, email us and we’ll update your lease accordingly. All tenants must sign the  updated rental agreement. 

Subletting is not allowed under any circumstances. We only permit one primary tenant per  unit. Any other occupants residing in the unit are considered roommates and must be listed on  the rental agreement. Please refer to your rental agreement for more details on what  constitutes as a roommate.

To add a roommate to the rental agreement: 

• The primary tenant must submit a written notice to the office. 

• Key Management will conduct a background check on the proposed roommate. • Once approved, a rental agreement addendum will be created and must be signed by  the primary tenant. 

• A $25 rental agreement modification fee applies for adding or removing a roommate. 

Failure to follow this process may result in rental agreement violations and possible penalties.

You must complete your full rental agreement term. If you plan to move out at the end of  your rental agreement or if you are on a month-to-month agreement, you must provide a 60-day  written and signed notice by the 1st of the month.

No verbal statements will be accepted under any circumstances. 

You cannot verbally notify the onsite manager, maintenance staff, or any Key Management  representative of your intent to move. All notices must be submitted in writing. This policy is  strictly enforced to ensure clear communication and proper documentation. 

If you fail to provide written notice as required, or if you break your rental agreement early, you  will remain financially responsible for the rental agreement. Claiming that you told a staff  member verbally will not be considered valid notice, and no exceptions will be made. 

Notices can be emailed or mailed to the main office. Please refer to your rental agreement for complete details regarding move-out procedures. 

If you need to break your rental agreement early, you have two options: 

Option 1: Rental Agreement Buyout 

• You must pay the current month’s rent plus three additional months’ rent as a buyout  fee. 

• Buyout payments must be made through the tenant portal at least one week prior to  vacating your unit. This ensures your account is in good standing before move-out. • The buyout payment must clear the bank to be considered valid. If the payment is  returned for insufficient funds (NSF), the lease remains active, and you will be  responsible for rent and fees as usual.

• Once you choose the buyout option and make the cleared payment, you cannot change  your mind. 

• This payment covers your obligation, and you will not be reimbursed if you later find a  replacement tenant. 

• Once the cleared buyout payment is made, you are released from further financial  responsibility under the rental agreement. 

Rental Agreement Buyout - Not Available At The Sovereign. 

Option 2: Find a Qualified Replacement Tenant 

• You may find a qualified applicant to take over a new rental agreement. • The new applicant must: 

1. Apply and be approved by Key Management. 

2. Sign a new 12-month rental agreement (shorter terms may incur a monthly fee). 3. Officially move in and take possession of the unit. 

• You remain financially responsible until the new rental agreement is fully executed and  the replacement tenant has moved in. 

• Subletting is not allowed under any circumstances. 

• If the applicant you find does not qualify, you are still responsible for the buyout fee— no exceptions. 

Important Notes: 

• It’s either one option or the other—once you commit to the buyout and make the  cleared payment, you cannot change your mind later. 

• You cannot terminate your rental agreement between November 1st and February  28th. 

• Please refer to your rental agreement for complete details and financial responsibilities  related to early termination. 

After submitting proper notice, you will receive a confirmation email outlining your move-out  details. If you do not receive this confirmation, we likely did not receive your notice—please  contact us immediately. 

It is the tenant's responsibility to ensure that Key Management has the correct email address  on file at all times. Failure to do so may result in missed communications and potential issues  with your move-out process

Your rental agreement is available 24/7 on your tenant portal. If it’s not there, contact us to request a physical copy. 

Key Management does not determine eligibility for the Wisconsin Homestead Credit on your  taxes. It is your responsibility to know whether you qualify. 

If you need a Rent Certificate, you must contact Key Management directly to request one.  We will email you a copy of the certificate once it is prepared. 

Important Details: 

• Processing time: Certificates take two weeks to complete—no exceptions.

• If you contact us within a week of the tax deadline, you will not receive the certificate  in time. Therefore, plan accordingly and make your request well in advance. • It is the tenant's responsibility to ensure that Key Management has the correct email  address on file at all times. Failure to do so may result in delays or not receiving the  certificate at all.

Do not wait until the last minute—plan ahead to ensure you receive your Rent Certificate on  time.

Your security deposit (less normal wear and tear) will be processed and mailed within 21 days,  as required by state law. However, this does not guarantee you will receive it within that  timeframe, as we have no control over postal delivery times. 

It is mandatory that you provide your forwarding address in writing prior to vacating. If you  do not provide a forwarding address, we will mail the check to the apartment you are  vacating. 

If we need to cancel and reissue the check due to an incorrect or missing address, a $30 fee will  be applied—no exceptions. 

Do not assume we know where to send your check—it is your responsibility to provide  accurate and written forwarding information. Failure to do so may delay the return of your  deposit. 

General Rules: 

• Pool access is limited to residents of Cherokee Villa and their guests. • NO MORE THAN TWO GUESTS PER RESIDENT are allowed at any time—NO  EXCEPTIONS. 

• POOL PARTIES ARE STRICTLY PROHIBITED. 

• No alcohol, glass bottles, or food are allowed in the pool area. This is to ensure safety  and maintain cleanliness. 

Any violation of these guest or party rules may result in the revocation of pool privileges  for the remainder of the season. 

Pool Safety: 

• Swim at your own risk—no lifeguard on duty. 

• Children must be supervised by an adult at all times. 

• Running, rough play, and diving are not allowed. 

• Proper swim attire is required. 

• Pool gates must be kept closed and locked when not in use. 

Pool Hours and Availability: 

The pool at Cherokee Villa is typically open from Memorial Day weekend through Labor  Day. However, due to circumstances beyond our control, there may be times when the pool  needs to be temporarily closed. We will make every effort to reopen the pool as quickly as  possible. Also see posted pool hours located directly at the pool.

Important Reminders: 

• Always shower before entering the pool to help maintain water quality. • Dispose of any personal trash in the designated bins. 

• Be considerate of your neighbors and keep noise to a minimum. 

• Violating pool rules may result in the loss of pool privileges. 

By using the pool, you agree to follow all posted rules and regulations. Key Management  reserves the right to enforce these rules to ensure the safety and enjoyment of all residents.

No grills of any kind are allowed on the property. 

This includes charcoal, gas, propane, or any other type of grill. 

Grilling on patios, balconies, or any common areas is strictly prohibited due to safety  regulations and company insurance policy. 

Any violation of this rule may result in breach of rental agreement and the immediate  removal of the grill from the property. 

Please ensure you comply with this policy to maintain a safe and compliant living environment.