How the process works

The steps below explain what you do, what we do, and what comes next. Every case is different, but the flow is the same so you always know where you are.

Step 1 | Request help

What you do

  • Share your contact details and a short description of the issue.

  • Tell us if you are a tenant or an owner occupant.

What we do

  • Confirm we received your request and assign a case number.

  • Do a quick pre check to understand urgency and fit.

What comes next

  • If pre eligible, we invite you to the Resident Portal to continue.

Step 2 | Secure link

What you do

  • Open the secure link we send and sign in to your Resident Portal.

  • Confirm your profile details.

What we do

  • Create your Portal profile and case record.

  • List the documents we need from you.

What comes next

  • You will upload documents and evidence in your Portal.

Step 3 | Upload documents

Required items usually include: photo ID, lease or mortgage, a recent bill or statement that shows your name and address, and clear photos or short videos of the issue.

What you do

  • Upload the documents in your Portal.

  • Add dates, notices, and any messages you sent or received.

  • If you need help uploading, request assistance in the Portal.

What we do

  • Check for completeness and verify the files.

  • Ask for anything missing or unclear.

What comes next

  • Your case moves to formal review and coordination.

Step 4 | Review

What you do

  • Respond to any questions and keep your contact info current.

What we do

  • Review the case file for accuracy.

  • Coordinate with owners, managers, service providers, and programs as needed.

  • If needed, schedule an inspection or site visit.

What comes next

  • We prepare a written summary of findings and options.

Step 5 | Decision and next steps

What you do

  • Review the decision and action plan.

  • Sign any forms that move work forward and keep us updated.

What we do

  • Confirm what was approved or what is still needed.

  • Share a timeline and connect you with funding, services, or owner responsibilities.

  • Keep your Portal updated until the case is closed.

Timeline

Most requests: First review in a few business days.
Complex cases: May take longer, especially if documents are missing or multiple parties are involved.
We will update your Portal and send messages as your case moves.

Communication

We send email and text updates so you always know the next step.
Reply STOP to end messages. Reply HELP for help. Message and data rates may apply.
You can also view every update in your Resident Portal.

Ready to continue?