Frequently Asked Questions

These questions come up a lot — and we’re here with answers.
Take a look below. And if you still need help, the mySupport Center is just a click away.

  • Welcome, and congratulations on your new home! To begin the setup process for new homeowners, please take a moment to complete our Homeowner Update Form, which will then be sent to our support team. A team member will be in touch to send you your welcome kit along with setting up access to your Online Portal.

  • Collective House offers electronic payment options via the Online Portal and personal check payment options.

    To utilize e-check or credit card payment, you must set this up through the Online Portal. If you do not have access to the Online Portal, please contact us, and we will set you up.

    You must send the payment to the Association lockbox if you utilize payment by personal check or bank bill pay service. You must also include your lockbox ID in the memo line for proper routing. Please contact us for the remittance address. Payments mailed to our office will not be processed.

  • To submit a maintenance request, please submit the request directly through the Online Portal. Please attach photos and/or other documentation to ensure the fastest resolution to your request.

  • Life happens. If you need after-hours support, please call our office at 614.918.2100 and follow the appropriate prompts.

    The after-hours support team should only be utilized in emergency maintenance situations such as a water leak, water intrusion, security issues affecting more than one unit or common area, sewer backup, elevator issues, or immediate structural issues.

    For non-emergency maintenance requests, please submit them directly via the Online Portal. Using the after-hours support number to request regular maintenance will not expedite the request.

  • Utility providers will vary among community locations. Most communities managed by Collective House have Nationwide Energy Partners (NEP) as the water and electric provider and Columbia Gas for gas service. If you are a new homeowner, you may reach NEP by clicking here and contacting Columbia Gas at 800.344.4077.

  • If you are a homeowner, most Association documents are located in the “Shared Documents” section of the Online Portal. Documents include Declaration & Bylaws, Community Guidelines Handbook, and Financial Statements - to name a few. These documents are available to you at no charge.

    If you are a real estate professional needing a statement letter of dues, documents, or a condominium questionnaire, Collective House has partnered with HomeWiseDocs to fulfill these orders. Please visit their website, create an account, and search for the applicable Association.

  • The master insurance policy for each Condominium Association is uploaded to the “Shared Documents” section of the Online Portal. This document is available to homeowners at no charge.

    If you are a real estate professional in need of this document, please place an order by clicking here.