Resident Frequently Asked Questions

Security Deposit Questions

Q: Will I receive interest on my security deposit?
A: Residents living in the City of Madison, who have paid a security deposit that's higher than a half-month's rent, will receive interest on their security deposit. Interest will be paid at the rate set by the Department of Financial Institutions.

Q: When will my security deposit be returned?
A: Security deposits will be in the mail within 21 days of the last day of your lease. Please remember to provide the forwarding address of the person designated on your lease to help facilitate this process.

Q: Which roommate will our security deposit be sent to?
A: For joint leases, security deposits are returned to the one person you chose to list as the security deposit designee on your lease. To change the designee, a request must be made in writing and all lease holders must individually write that they agree to the change.

Fee Questions

Q: Why do you charge a water & sewer fee?
A: Water utilities bill every three or six months, which can be hard to account for in a monthly budget. To help our residents absorb these costs, we pay the total bill and then charge-back monthly. This fee is outlined in your lease.

Q: Why is there a convenience fee for credit card payments?
A: The company we use to process credit card payments charges a third-party service fee. Fee amounts vary and are disclosed before your card is charged. To avoid this fee, simply pay using your bank account online, or with a check, money order, or certified check by mail or in person.

Preferred Resident Card Questions

Q. How do I add funds to my SBA PR Card:
A. In Person: Funds can be added at our offices using a check or cash (for our resident's safety, we only accept cash payments up to $50; it is best to bring exact change). Credit and debit cards may also be used, however there is a small third-party fee to use this service.

Regent and Lucky residents should load their cards at their building's service desk. All other residents can load their card at these locations:
- 120 W. Gorham St., Madison, M-F, 8:30 a.m.-5:00 p.m.
- 1402 Regent St., Madison, M-F, 8:30 a.m.-8:00 p.m., Sat. 10:00 a.m.-5:00 p.m., Sun. 12:00 p.m. to 5:00 p.m.

These locations have office hours as listed, but our associates may be out on showings. It is best to call ahead:
- 625 Langdon St., Madison, 608-441-6786, M-F, 10:00 a.m.-4:00 p.m.
- 501 N. Henry St., Madison: 608-237-2758, M-F, 10:00 a.m.-4:00 p.m.
- 121 W. Gilman St., Madison: 608-255-5070, M-F, 10:00 a.m.-4:00 p.m.
- 585 S. Perry Pkwy., Oregon: 608-237-1118, M-F, 9:00 a.m.-4:00 p.m.

By Mail: Lucky and Regent residents can add any amount at our service desks or by mail using a check made payable to SBA Management Services. If you are mailing your check, please indicate in the memo line that the payment is for your SBA PR Card account.

Q: How do I add funds to my SBA Red Card Meal Plan:
A. In Person or By Mail: You can add any amount at our service desks or by mail using a check made payable to SBA Management Services. If you are mailing your check, please indicate in the memo line that the payment is for your SBA Red Card account.

Online: Add Red Card meal dollars at www.redcardmealplan.com. YOUR ACCOUNT IS ALREADY ACTIVE: Select "My Account" at the top. Register for web access if you haven't already done so (the information your need is printed on your card).

Q: How to I register for Red Card online account access?
A. Visit www.redcardmealplan.com and select My Account from the top right of the website. Select "Register Now" under "Register for Web Account Access." Fill out all the required fields. Make sure to enter the Member ID (MID) and NOT Date of Birth when registering for account access. Once you have registered for online account access and created a username and password, you may log in anytime.

Q: What if I lose my PR Card?
A. If you lose your card, you are responsible for its use until you have reported the card as lost or stolen to our offices. Please notify your community immediately so we can disable the lost card and issue a replacement card. For 24/7 assistance please call 608-237-2777. There will be a charge for a replacement card, this fee is outlined in your lease.

Any remaining SBA PR Cards for Lucky and Regent residents will be transferred to the new card. Unfortunately there is no way to recover any funds that may have been on the SBA PR Card for residents at our other locations. All residents will have their Red Card funds transferred to the new card.

Rental Installment Payment Questions

Q: How Do I Make Payments Online?
A: Click here to access the Online Resident Portal. A unique registration code is required. This code was emailed to you prior to your move in date, however it can also be obtained during office hours by calling 608-255-7100.

Q: How Do I Set Up Automatic Recurring Payments?
A: Automatic Recurring Payments from your checking or savings account can be scheduled using the Rent Payment section of the Online Resident Portal. Recurring payments need to be set up prior to midnight the day before your rent is due.

Q: How Do I Stop Or Modify My Automatic Recurring Payment?
A: You can change or stop recurring payments on any non-rent day by logging into the Rent Payment section of the Online Resident Portal and editing or deleting the payment. For your convenience, when your lease ends, your recurring payments will automatically stop. When your lease is renewed, recurring payments will automatically continue (please make sure to update the amount paid to match your new lease).

Q: How Do I Pay for Parking?
A: Your parking lease is separate from your apartment lease so parking fees need to be paid separately, either online, by mail or in person. If you are paying for parking using the Online Resident Portal you will use the registration code for that account. This code was emailed to you prior to your move in date.

Q: What happens if I cannot pay my rent in full on the day it's due?
A: If you find you are unable to pay rent by the date outlined in your lease, please contact your Resident Relations Coordinator immediately. By law, we must serve you with a five-day legal notice when your rent is late; please do not be surprised if you get a posting on your door. If rent is not paid and we do not hear from you, we will have no choice but to begin eviction proceedings.

Q: What if my rent check or EFT payment bounces?
A: You will be charged an NSF fee as well as late fee charges if applicable. This does not include any charges your bank may impose. If two checks fail to clear the bank in any lease period, we will no longer accept personal checks from you. Subsequent payments will have to be made in the form of a money order, cashier's check, or certified check.

Lock and Key Questions

Q: What if I lose my keys?
A: Any lost key requires an immediate lock change and replacement keys. This policy is in place to help you and your belongings stay as secure as possible. You will be responsible for the lock change and key fees. These fees are outlined in your lease.