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Frequently Asked Questions

The answers below are for informational purposes only and are subject to change without notice. It is recommended that you read your application and leasing documents thoroughly prior to signing. Please ask a representative if you need any further clarification.

Owner Clients

We are a full-service property management provider.

Our office is located in Westlake, Ohio. We typically manage properties within a 20-mile radius of our office. Some exceptions apply.

We manage single family homes, duplexes, and small multi-family properties.

We utilize Propertyware for our property management accounting as well as owner and tenant portals. We use Dropbox for file management and Dotloop for electronic document signing.

No, we do not manage any housing voucher programs.

No we do not manage commercial properties, we are a residential property management team.


We utilize a self-touring system called Rently which allows you to tour a property at your convenience and without representation. We do also offer personal tours with an agent.

Rently offers a self-guided tour of any of our available properties. To register for a viewing, click on the “Enter Property Yourself” button on the Rently website or app. Rently charges a one-time $0.99 fee on your credit card, this is a verification process to confirm your identification. You can then view any of the properties available for rent.

If you are experiencing a problem with your Rently account, please contact Support directly. They can be contacted at 888-340-6340.

We do not advertise on Craigslist. Please do not work with anyone that is not a Keller Williams Agent. We will not ask you to transfer money via bitcoin, Venmo or any other unretrievable source. We advertise through our website that also syndicates out to various housing rental sites such as Zillow, Hotpads, Trulia, etc.

We do not accept housing vouchers for properties under our management.

Applications can be filled out online at

You will receive a response on your application within 24-48 business hours.

Final application decisions are made by the property owner. We provide the owner with the information we obtain from your application and screening report.

We pull a full credit and criminal background check. No felonies or eviction history. Monthly income should equal or exceed 2.5 times the monthly rent. It’s very important that you provide the information requested in the application with accuracy and thoroughness.

Pets are accepted on a case-by-case basis with property owner approval. Please check property guidelines.

The security deposit is equal to one month’s rent. The security deposit is due, in certified funds, within 24 hours of application approval to reserve the rental.


You can use your tenant portal to submit payments, request maintenance, view your tenant ledger, view your lease, and communicate with property management personnel.

Once you log into your portal, on the left side of the page under your account tab you will be able to click on service requests. You will then click to select new service requests.

Yes, as stated in your lease agreement, you are required to have renters’ insurance. Please provide us with a copy of your declaration page at move in. Your insurance provider will advise you on the amount of policy coverage they recommend you carry. If you have a pet, please advise your insurer of the pet(s) to be sure a rider covering the pet is included in the policy.

  • No heat – outdoor temperature is below 55 degrees
  • Toilet is inoperable (Property only has 1 toilet)
  • Fire
  • Flooding or Sewer Back up

Our 24-hour maintenance emergency team can be reached at 216-736-2365.

Please make sure you have changed your furnace filter and changed your batteries in your thermostat prior to putting in a service call.

A 60-day notice is required to vacate the property by the first of the month. This notice must be received in writing either by email or in your tenant portal. You are obligated to all the terms as stated in your lease agreement, including term dates.

Anyone over the age of 18 must fill out an application and upon application approval, will be added to a lease. Upon approval lease
documents will need to be signed by all leaseholders. To remove a leaseholder, please contact us to discuss.

All homes are equipped with a fridge and stove. Please review property-specific details in regard to additional appliances that may be included.

Rent can be paid online with an ACH payment or credit card. Please note service fees will be applied to online payments. Details on service fee charges are outlined in your portal payment section. Rent can be mailed to: KW Citywide PM, 2001 Crocker Rd Suite 200 Westlake OH 44145 Rent can be dropped off to drop box located on the exterior of our office building, located at 2001 Crocker Rd. Westlake OH 44145.

KW Citywide, Keller Williams, Cross Country, More Than A Mortgage.
Equal Housing Opportunity


“We cannot thank Mary & Karen enough for their outstanding work with us for these 5+ years. We are successful landlords for our tenants in great part due to our experience with them. They all have proven to put us in good hands to make sure we do right by our tenants and properties efficiently, diligently, and with care. It truly is a blessing to work with them!”

Arcie and Maria - Rental Property Owner

“KW Citywide Property Management has managed my rental property for several years. Karen Jones has handled finding a suitable tenant along with all of the necessary paperwork. Mary Burns has handled any of my questions promptly. I have been completely satisfied with Keller Williams, and highly recommend them.”

Diane Turan - Rental Property Owner

“Living out of state as an owner of two properties in northeast Ohio, I have nothing but positive things to say about this property management group. They have handled absolutely everything with my homes in a timely manner and kept me well informed. It’s been 13 years since I’ve partnered with this company and I literally have zero complaints. Karen and Mary have been the best people to work with.”

Denise - Rental Property Owner

“My wife and I are out of state and have been investing in real estate in the Cleveland area for several years. We currently have seven properties managed by KW Citywide Property Management and are extremely satisfied with their service. Living thousands of miles away from our properties means we need to be able to completely trust our property manager to select tenants, properly maintain our investments, and make recommendations. Over the years, KW Citywide has earned our trust and continues to provide five star service on a daily basis. We have always experienced great communication and very quick responses to our questions, needs, and concerns. So much so that it feels like we are their only clients. We have used other property managers in the area, but we would only recommend KW Citywide!”

Dan and Jacki, Washington State, - Rental Property Owner

“I am a first-time landlord who lives out-of-state. My business partner lives in another state. We completely trust Mary & Karen with KW Citywide Property Management to handle all aspects of our property. They are solid professionals who take excellent care of our investment and our tenants. Without question if we develop more properties we would entrust them to KW Citywide Property Management.”

Donna G. and Beth D. - Rental Property Owner

“We highly recommend KW Citywide Property Management. They’ve been doing a super job for us at our 2 duplexes, including helping us find and oversee contractors for the major renovations we needed in order to bring these units up to the upper end of market rents, and giving us good advice about certain items that would be worth the expense vs. others that would not yield additional income. I am a licensed real estate agent and my husband and I are quite particular about property managers. They’ve been very timely whenever our tenants have maintenance requests, and have done a great job of helping us screen and select good tenants, and making sure rents and water bills, etc are paid promptly. It is a challenge to find good property managers and it’s very reassuring that our properties and tenants are in excellent hands!”

Sherry Riesner - Rental Property Owner

“KW Citywide property management has been managing my partner and I’s two family for the past 4 years and as an out of state investor living in New Hampshire they have been crucial to the operation of our property. From finding the best tenants possible to renovations, collecting rent and dealing with unforeseen issues it is nice to know that I won’t be woken up in the middle of the night by a tenant phone call. All issues are handled professionally and without issues. I can’t say enough about how happy I am with Karen and Mary’s management and how easy it has been to have a rental property with their assistance.”

Tim Streeter - Rental Property Owner

“We’ve been tenants since 2017, and we’ve had nothing but good experiences with Keller Williams Citywide. They’ve always been courteous and empathetic, particularly during the COVID-19 pandemic, and have always been quick to address any maintenance issues that may come up. They’re always very communicative regarding expectations for the property, as well as upcoming events such as holidays and extreme weather. This has easily been the best rental experience my wife and I have ever had.”

Mike and Jamie C. - Tenants

“The Keller Williams tenant portal makes my busy life easier. With the options to pay online, request service, view documents and chat with the property manager all in one place and at my fingertips! Communication is always quick, helpful and extremely friendly!”

Katie N. - Tenant

“I’ve been doing business with KW Citywide Property Management for almost 10 years. During this time, they have provided outstanding service and reliability. They are the model for how all rental property managers should be. Karen and Mary are always responsive and diligent, pursuing and resolving every issue and request, whether from me or the tenants, in the best professional way. I recommend them most highly. They literally do pay for themselves.”

Gene B. - Rental Property Owner
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