Frequently Asked Questions

All applicants must be 18 years or older and provide a valid government-issued photo ID, proof of income (pay stubs, bank statements, or employer letter), rental history or references, and consent to a background and credit check. Each adult who will reside in the unit must submit a separate application.

We require that applicants demonstrate a combined gross monthly income of at least 2.5 times the monthly rent. For example, if the rent is $1,000/month, you would need to show a minimum gross income of $2,500/month. If you have questions about qualifying income, please contact us — we're happy to discuss your situation.

A minimum score of 600 is required. We also verify that your monthly income is at least 2 to 2.5 times the monthly rent. If you have a lower score but strong income or rental history, contact us to discuss — we evaluate each application holistically.

Yes, a credit check is part of our standard application process. We evaluate credit history as one factor among several, including rental history and income. We do not require a perfect credit score, and extenuating circumstances may be considered on a case-by-case basis. Please reach out if you have concerns about your credit history before applying.

Yes. A background and credit check fee is required as part of the application process. This is handled directly through the TenantCloud portal when you apply to a unit — you'll be prompted to pay the screening fee after submitting your application.

Pet policies vary by property and are considered on a case-by-case basis. Some of our units are pet-friendly for well-behaved dogs and cats. If you have a pet, please let us know the type, breed, and weight of your animal when you inquire so we can confirm availability and any applicable pet fees or deposits for the specific unit you're interested in. Tenants must show and file the pet's most recent shot records.

Utilities are the tenant's responsibility. This typically includes electricity, water, gas (where applicable), and internet service. Each property may differ slightly — we'll provide a full breakdown of what is and isn't included for any unit you're considering, so there are no surprises.

Our standard lease term is 12 months. In some cases, shorter-term arrangements may be available at a premium. We encourage prospective tenants to discuss their needs with us — we're flexible when circumstances allow and we prefer to find a solution that works for everyone.

The security deposit is typically equal to one month's rent, though the exact amount may vary by unit and will be confirmed at approval. It's due at lease signing along with your first month's rent and is fully refundable at move-out — provided the unit is returned in good condition, normal wear and tear excepted. We document the unit's condition at move-in so everything is clear from day one.

Maintenance requests are typically handled through our TenantCloud resident portal, but you can also submit a request by calling or texting us at (210) 698-6900 or by emailing info@eastwestgroup.io. We aim to acknowledge all requests within 24 hours and resolve non-emergency issues as quickly as possible. For emergencies (no heat, water leak, safety concerns), call us immediately.

Move-in costs typically consist of your first month's rent plus a security deposit. If you move in mid-month, your first month's rent will be prorated based on your move-in date — so you only pay for the days you're actually there. The exact amounts are confirmed at approval and communicated at lease time.

You can apply online at any time by visiting our Apply Now page. Browse available units, review the requirements, and submit your application through our online portal. We process all applications within 1–2 business days. If you have questions before applying, reach out to us — we're happy to walk you through the process.