Frequently Asked Questions

Rent & Payment
Rent & Increase
Resident Portal
Maintenance & Repairs
Moving Out & Lease Break
Rent & Payment
Rent Increases
Resident Portal

Maintenance & Repairs
Moving Out & Lease Break

Rent and Payment

  • What forms of payment are accepted?
    Online Payment

    The most secure and convenient way to pay is online in our Resident Portal where you can submit payment by e-check, credit card, or debit card.

    Rent payments may be made online using our Resident Portal. Please note that you will need your Resident ID code to register your account; it can be located on the Welcome Page of your rental agreement and on recent statements you’ve received from us. Click Login in the top right corner of the Resident Portal. Select resident login, then enter your login credentials.

    Why does my payment have the “Pending” status in the Resident Portal? Payments can have the “Pending” status for one or two days. Also, it can take up to three business days for RentCafé to post payments to your account. Please allow sufficient time for payments to process.

    What if I can’t submit a payment, or my payment has been “Pending” for more than three business days? If you are having difficulty submitting a payment, or the payment status is still pending on the Recent Activity tab after 3 business days please reach out to Resident Services. It is up to your financial institution when they post to or remove pending transactions from your payment account.

    If you are unable to locate your Resident ID code or need other assistance setting up your account, our Resident Services team will be happy to help you. You can reach us at or 415.347.8600.

    Rent can also be paid online with Bilt Rewards, our free resident rewards program. You will be able to use your points to book travel with over 100+ top airlines and hotels, fund next month’s rent payment, book your favorite group fitness classes, or even fund a down payment on a future home purchase.

    Pay Online

    Pay by Check

    If you wish to pay by personal check or cashier’s check, you can mail those payments to our new PO Box address at:

    PO BOX 209431
    Austin, TX 78720-9281

    Please be sure to include your Resident ID in the memo section.

    Pay with Cash

    To pay by cash, we offer the WIPS™ (Walk-in Payments) system where, rather than purchasing a money order, you can pay directly to your account at participating agents throughout the Bay Area.

    Click here (and select WIPS Rent Payments in the “Biller Search” field) to find a location near you. To complete payment, you will need your WIPS account number, which our Resident Services team will be happy to provide to you.

  • What fees are associated with payment by credit card and debit card?

    Credit Card Transactions:

    • 2.50% of payment amount for all credit cards

    Debit Card Transactions:

    • Transaction amount < $1000: $3.95/transaction
    • Transaction amount between $1000 – $1999: $4.95/transaction
    • Transaction amount > $2000: $9.95

    ACH/E-Check Transactions:

    • There is no charge associated with ACH (e-check) payments via your checking account.
  • To whom do I make my rent payable?

    All payments should be made out to the ownership entity of your building.

    Helpful hint: the ownership entity typically ends with an “LLC” or “LP” and can be found in your lease agreement, account statement, online resident portal, or by contacting a GreenTree representative.

  • When is my rent due?

    Rent is due on the first day of the month.

  • What if my rent is received after the first?

    We understand that sometimes life gets in the way! The good news is that no late fees are applied until after the third or fifth day of the month, depending on your lease.

    Tip: If you choose to mail in your rent payment, we encourage you to do so at least ten business days before the first to avoid a late fee.

  • How do I verify my monthly rent?

    Monthly rent charges appear on your resident page. Log in to your Resident Portal to review all charges and payments on your account.

    If you have questions about your account, please let us know by completing our convenient Accounting Questions form here or by sending us an email at

  • How can I avoid late fees?

    Our Resident Portal offers an automatic payment option, so you can set it for the 1st of the month and relax knowing that payment will be posted to your account automatically on the date it is due.

Rent Increases

  • When can I expect to receive a rent increase?

    Generally, rent increase notices are served on an “anniversary” schedule and residents can expect to receive their annual rent increase (the amount of which is set by the Rent Board) at the same time each year. The anniversary is determined by the date your current rent went into effect (so, either your most recent rent increase date, lease renewal, or the date you moved in). One benefit of that process is predictability; if you are on, for example, a July anniversary schedule, you will typically always receive your annual increase at or around that same time of year.

    We do sometimes have to make exceptions but, when we do, it is always to allow more time, not less. In those cases, your anniversary will reset and, going forward, you can expect your rent increase to arrive on that newly set anniversary. You can find more information related to this topic on the Rent Board’s site.

    During the first two years of the pandemic, in response to the economic uncertainty, we deferred all rent increases. If you haven’t yet received notice of a rent increase, it’s likely to come around the same time as it did prior to 2020 (and for our newer residents who have never received an increase, you can expect your anniversary to be on or around the same month that you initially moved into your GreenTree apartment). You will always receive a minimum 30-day written notice before any rent increase. Make sure that you have an email address on file with us so that you’ll receive a copy on the earliest possible date via email. If you’re ever uncertain about your rent amount or want to make sure you didn’t miss a notice, you can review your charges and any increase notices for your unit at

  • What is GreenTree doing to support residents financially impacted by COVID?

    For residents who have a pending or approved application for state rental relief assistance, we will continue to hold off on imposing annual rent increases through the end of 2022. In addition, through 2022 GreenTree will continue to waive late fees for residents who have a pending or approved application for state rent relief. If you have not previously notified us of a pending application you have made through the state’s rent relief portal,, please provide us with your Application ID at

  • What is a banked rent increase?

    When we deferred rent increases during the height of the pandemic, those annual allowable increases were “banked” for a later date. Under San Francisco law, these allowed-but-not-billed increases may be accumulated and imposed on future anniversary dates (where a resident has many years of deferred increases, we are voluntarily phasing those increases in gradually rather than imposing all at once). You can find more information related to banking on the Rent Board’s site.

  • What is a General Bond passthrough?

    When San Francisco voters approve general obligation bond measures at the ballot box, which are projects that benefit SF residents, such as improvements to our parks or transportation system or construction of affordable housing, repayment of these bonds is funded through an increase in property taxes, which property owners pay. By law, owners then bill back 50% of that general bond obligation cost to residents. This “passthrough” is the resident contribution toward the many city improvement projects supported at the ballot box, all of which required a 2/3 vote in favor of the improvement. This passthrough stays in effect for 12-months and then expires. It does not become part of your rent. You can find more information related to general bond passthroughs on the Rent Board’s site.

  • What is a Water Bond passthrough?

    The water bond passthrough is similar to the general bond except that it is specific to the improvements made to our water system, which was approved by voters in the 2002 election, resulting in an additional charge for residential water service, 50% of which is billed to residents via the water bond passthrough. Residents who already pay for water service, separate from their rent, are not charged for the water bond passthrough. We calculate this passthrough annually, so it stays in effect for 12-months and then expires. It does not become part of your rent. You can find more information related to water bond passthroughs on the Rent Board’s site.

  • What is this credit for Security Deposit Interest?

    Any unit with a security deposit on file will accrue interest on that security deposit annually if it has been held for more than a year. Each year on your rent increase notice, you’ll see the interest credit amount, which fluctuates year to year and is published by the Rent Board (upon move-out, any amounts not already credited will be applied to your security deposit refund). You can find more information related to security deposit interest on the Rent Board’s site.

  • What is the Rent Board Fee?

    The costs associated with operating the San Francisco Rent Stabilization and Arbitration Board, which is the city department that oversees the implementation of the local rent ordinance, are funded entirely by the per-unit Rent Board fee. The Rent Board serves both renters and property owners, so the funding of those services is split between renters and owners. Owners of residential rental property pay the Rent Board fee for all rental units each year, and then collect 50% of the fee from residents of those units that are occupied. This fee is a one-time annual charge, which changes from year to year, and does not become part of your rent. You can find more information related to the Rent Board fee on the Rent Board’s site.

  • Where can I go for additional guidance?

    Our Resident Services team is always looking to provide you with excellent customer service for any issues related to your account. If you are looking for specifics about the regulations for rent increases or passthroughs, you may also contact the Rent Board directly (; or by phone at 415.252.4600).

Resident Portal


  • Which utility accounts do I have to set up myself?

    Before you move-in, please contact PG&E to set up an account for gas and electricity in your apartment so it’s ready for you when you arrive. Any utilities which are separately metered need to be in your name. In master-metered buildings, the utility remains in the owner’s name.

    Please contact PG&E at (800) 743-5000 to set up your account, or visit their online set-up at

    If your building is separately metered and you do not set up a PG&E account at move-in, YES Energy Management will add the charges to your ledger and include a $50 service charge + $25 service fee each month thereafter. To avoid these charges, please don’t forget to sign up for PG&E.

    You do not need to set up accounts for water or trash; GreenTree handles those utility accounts. But if your lease includes a RUBS addendum, you’ll be billed separately for your portion by YES Energy Management.

  • What is RUBS?

    “RUBS” stands for Ratio Utility Billing System. This method of utility billing allocates the property’s total utility bill to residents based on several factors, including, but not limited to, number of occupants and square footage, less any common utility adjustments and goodwill deductions.

  • What is YES Energy Management?

    YES Management is a third-party company that manages the RUBS program for GreenTree. YES Energy Management specializes in auditing utility charges for each resident.  

    For more information, please contact Resident Services or call the number on your monthly statement.

  • How do I pay for my utilities?

    Statements for gas and electric charges will be sent to you by PG&E. Please submit payment directly to PG&E.  

    Statements for water and trash will be sent to you by YES Energy Management. YES Energy Management invoices can be paid when submitting payment with rent.

  • Why do my utilities seem high?

    Effective July 2017, rate increases went into effect by the utility companies. The increases apply to the City of San Francisco, and not just GreenTree residents. For more information, please contact YES Management or the service provider.

  • Can GreenTree help reduce my costs?

    We make every effort to analyze billing to find ways to create savings on utility costs. To learn more about the usage rate and how to reduce costs, please contact your service provider.

    You can do your part too! We encourage you to report any leaks or water issues you observe in your apartment or building that might contribute to increased consumption. Please report any dripping faucets, running toilets, etc., to your Resident Manager.


  • I want to get a pet. What do I do?

    GreenTree Property Management is happy to welcome your new pet into your home!

    First, please be sure that your pet meets our restriction guidelines. Then, fill out the Pet Screening form on the Resident Portal Page by logging in here and clicking the PETS tab.

  • What is PetScreening?

    PetScreening helps to manage pet and animal records. We use PetScreening to screen household pets, validate reasonable accommodation requests for assistance animals and confirm every resident understands their pet policies. To facilitate the screening and validation process, PetScreening offers applicants and residents three profile types to choose from.

  • Need assistance filling out my PetScreening form?

    Do you have questions about the pet screening process or need technical assistance? Please email PetScreening Support Team directly at or use the chatbot by visiting

  • Is there a pet deposit?

    Yes. It is refundable. $500 for dogs and $250 for cats.

  • Is there a rent charge for pets?
    • Dogs: $75/month per animal
    • Cats: $50/month per animal
    • Birds/Rabbits/Hamsters: $25/month per animal
    • Service Animals and ESAs, regardless of type, do not incur deposit/rent
  • Is there a weight limit?

    Yes. Dogs must be 40lbs and under, except in ground floor apartments where dogs must be 80lbs and under.

  • Is there a pet limit per apartment?

    Yes. We will allow up to two (2) pets per apartment. There is a weight limit per dog.

  • Are there breed restrictions?

    Yes. The following aggressive breeds are restricted (and are subject to change):

    1. American Pit Bull Terrier
    2. German Shepherd
    3. Rottweiler
    4. Doberman Pinscher
    5. Wolf-Dog Hybrid
    6. Bullmastiff
    7. Cane Corso
    8. Great Dane
    9. Tosa Inu
    10. American Bandogge
    11. Dogo argentino
    12. Canary Mastiff
    13. Chow Chow
    14. Siberian Husky
    15. Rhodesian Ridgeback
    16. Boerboel
    17. Pharaoh Hound
    18. Akita Inu
    19. Caucasian Ovcharka
    20. Boxer
    21. Staffordshire Bull Terrier
    22. Saint Bernard
    23. Alaskan Malamute
    24. Presa Canario
  • My pet is an ESA or Service Animal.

    With regard to Service Animals & Emotional Support Animals, breed and size restrictions do not apply, so long as a licensed medical professional or licensed mental health professional states, in writing, that you require a service or support animal for the ongoing treatment of a medical issue. Please note that documentation of vaccinations is required for service and support animal. In addition, pet deposits and pet rent are waived for service and support animals.

  • Other Policies

    No pets or animals are allowed in or about the Premises, even temporarily or with a visiting guest, except as allowed by law or by the express written consent of Owner. Any such consent is conditioned upon Resident completing, signing, and returning to Owner the Pet Agreement, which shall become part of the Rental Agreement.

    Please remember that ALL pets must kept on a leash at all times.

Maintenance Repairs and Property Concerns

Moving Out

  • My lease is ending soon. What are the next steps?

    Once your lease expires, your rental agreement will automatically continue on a month-to-month basis. There are no further steps needed if you plan to remain in your apartment. If you are interested in renewing your lease, please email our Resident Services team at and we will be happy to connect you with a renewals specialist for any available offers.

    Please note that you are still required to provide written 30-day notice by completing the Notice to Vacate form on our Resources page should you decide to vacate at the end of your lease.

  • I want to move out. What do I do?

    We recommend that you refer to your lease for providing proper Notice to Vacate. Most leases require 30-day notice in writing. Please submit your notice in one of following ways that is most convenient for you:

    1. Complete the Notice to Vacate form on our Resources page.
    2. Email your notice with move-out date to the Resident Services team at
  • How do I make sure I get my full security deposit back?

    Once you have submitted written notice, GreenTree will respond with an acknowledgment letter outlining the move-out process. The letter will include information regarding your prorated rent amount, unit inspection, security deposit, etc.

    For all questions regarding potential security deposit deductions, please ask your Resident or Building Manager. He/she will help you understand the process.

  • I paid a bond fee instead of a deposit. How do I get that back when I move out?

    A bond fee is not a deposit, and is non-refundable. This is purchased in lieu of providing a deposit at move-in. You as the resident are responsible for any damages to your unit at move out.

Lease Breaks

  • What if I am not able to fulfill the obligation of my lease and need to vacate early?

    If you have completed the lease term, you are now in a “month-to-month” tenancy and you are able to move-out at any time with proper notice. If you have not completed the lease term, you may inquire about a lease break.

    To receive more information regarding this process, please fill out the Lease Break form on the Resources page.

    By filling out the form, you are not officially breaking your lease. The form is inquiring about the process to gain more information.


We are an Equal Opportunity Housing Provider and follow all fair housing laws. We encourage and support an affirmative advertising and marketing program in which there are no barriers to obtaining housing because of a person's actual or perceived race, color, religion, creed, sex, handicap, disability, AIDS/HIV status, familial status, national origin, ancestry, place of birth, age, sexual orientation, gender identity, source of income, weight, height or other protected category under federal, state or local law.