What we can do for you

Renter Relations representatives can supply you, at no charge, with a copy of any rental report that On-Site provided to a rental housing provider to which you applied within the past 60 days. We can also provide you with a copy of your consumer file, which consists of information about you that we currently have in our files and that may or may not appear in a past or future rental report about you. (See below for more information about rental reports and consumer file copies.)

And, if you believe that any of the information contained in your consumer file or your rental report is inaccurate or incomplete, you may request an investigation of such information. If the dispute does not relate to credit bureau data, we will conduct our own reasonable reinvestigation of the dispute and inform you of the results. If the dispute does relate to credit bureau data, we will forward the dispute to the relevant credit bureau for reinvestigation and then forward to you any reinvestigation results that we receive from the bureau.

If you still disagree with an item after it has been verified, you may send us a brief statement explaining the nature of your dispute. We can assist you with writing a clear summary of the dispute. If we provide such assistance, the dispute must be limited to 100 words. Your statement will become part of your file and will be typically disclosed each time your file is accessed.

If the investigation results in a change to or deletion of the disputed information, or you otherwise submit a statement in accordance with the preceding paragraph, you have the right to request that we notify any person specifically designated by you who has received a copy of your report that contained the deleted or disputed information within the past 12 months for any purpose.

Rental report copies can be requested online:

Request a copy of your rental report

Click here for instructions on how to request a copy of your On-Site consumer file.

What we can’t do for you

Renter Relations representatives don’t establish the rental policies for individual communities or properties. And, while we’re eager to resolve your concerns as quickly as possible, Renter Relations can’t approve your rental application. Only the property can do so.

Common Questions


I was denied housing. Why didn’t you refund my application fee?

On-Site may have processed the payment for your application fee, but we don’t hold the funds. Most housing providers charge an application fee that is non-refundable, even if you are not accepted. Please contact the housing provider for details on their specific policy.

If I cancel my application and later change my mind, can I use the same rental report?

Sure, but only if your original application was submitted within 30 days. If this is the case, we are able to reactivate it and qualify you to rent at no additional charge to you. However, if 30 days has elapsed, you will have to submit a new application and pay the associated fee so that On-Site can generate a new report.

If I cancel my application at one housing provider, can I transfer it to another one that uses On-Site?

Unfortunately, you must submit an application for each individual housing provider. We cannot transfer applications because each housing provider has its own unique rental criteria and bundle of products, so the resulting rental report is tailored to their needs alone. We are further restricted by the credit bureaus from sharing your credit report with a different recipient without a separate inquiry.

Why is ONSITE or ONSITEMGR appearing as an inquiry on my credit report?

On-Site is a vendor to the apartment industry and one of the services that we offer is resident qualification. The line item on your credit report noting an inquiry from “ONSITE” or “ONSITEMGR” indicates that a housing provider we service submitted a credit inquiry about you using our software. If you feel that this inquiry was made in error, first answer these questions: If you feel that this inquiry was made in error, first answer these questions:
  1. Did you apply to an apartment, potentially the apartment you’re currently living at, around the time of the inquiry?
  2. Did you sign as co-signor or guarantor for anyone else’s application around the time of the inquiry?
  3. Was your lease up for renewal around the time of the inquiry?
If you answered yes to any of the above questions, then in all likelihood a housing provider we service submitted a credit inquiry about you using our software. If you answered no to all of the above questions, then you may consider disputing the inquiry with On-Site by submitting a written request with a photocopy of your government-issued ID to On-Site Renter Relations. Qualifying forms of identification include but are not limited to: passport, driver’s license, state ID, military ID, and social security card. On-Site will investigate your dispute and provide a prompt response.

What is the difference between a rental report and a consumer file copy?

A rental report is a screening report about you that was provided to a rental property owner or manager in connection with your application (as a potential resident or guarantor) to that property. Your On-Site consumer file copy consists of information about you that we have in our files at the time the file copy is created and that may (or may not) appear in a past or future screening report about you.

The information in a rental report may be different from the information in your consumer file for a number of reasons, including, but not limited to: (i) some housing providers may choose not to include in rental reports obtained through us all information that may be found in their applicants’ On-Site consumer files; (ii) state and local laws may impact what information in a consumer file can be reported to housing providers in those jurisdictions; (iii) the data source may make changes or updates to the information between the time a file copy is created and the rental report is requested by the provider; and (iv) rental reports may include information that is not maintained in our files, but is obtained by us from third parties and passed to housing providers at the time the reports are requested (e.g., credit information from the credit bureaus).

How do I request a copy of my rental report or consumer file?

If you wish to see what information a housing provider to which you applied within the past 60 days received from us in connection with your application, you should request a copy of the rental report. If you wish to see what information we currently have in our files about you (which, as explained above, may or may not appear in a past or future rental report about you), you should request a consumer file copy.

You may request a copy of your rental report or consumer file in any of the following ways:

Rental Report Requests –
  1. Contact the housing provider at which you applied.
  2. Submit a rental report request.
Rental Report and/or Consumer File Requests –
  1. Call On-Site Renter Relations at (877) 222-0384.
  2. Email us at OSMConsumerInquiry@realpage.com with your request.
  3. Mail a written request along with a copy of your government-issued photo identification to Renter Relations, On-Site c/o RealPage, 2201 Lakeside Boulevard, Richardson, TX 75082.

How can I dispute information contained in my rental report or consumer file?

If you believe that information contained in your rental report or consumer file is inaccurate or incomplete, please contact On-Site Renter Relations by:
  1. Requesting a copy of your rental report. We will deliver your rental report through our secure, online portal. You may upload dispute documentation for any item in the rental report from there. If you wish to dispute an item that is included in your consumer file, but does not appear in the rental report, please use one of the other three dispute methods listed below.
  2. Calling On-Site Renter Relations at (877) 222-0384.
  3. Emailing us at OSMConsumerInquiry@realpage.com with your inquiry.
  4. Mailing a completed consumer dispute form, along with supporting documentation, to Renter Relations, On-Site c/o RealPage, 2201 Lakeside Boulevard, Richardson, TX 75082.
 

How can I remove the social security number warnings on my screening report?

Social Security number warnings can only be removed by contacting the credit bureau that is reporting the warning directly. For further information please contact the applicable credit bureau.

I was filling out an online application but wasn’t able to complete it. I then started a new online application and received a warning for duplicate information and that my credit card may be charged twice. Why is this?

For security reasons, you have a limited amount of time to complete the application (20 minutes per page) and the application was timed out. Contact the apartment community you applied at to complete the application.

Which applicant type am I: individual, corporate, occupant, dependent or guarantor?

  • Individual — the primary resident(s) that will be physically living there and responsible for rent.
  • Corporate — the name of the business on a corporate lease.
  • Occupant — a minor or adult that will be physically living there but is not responsible for the rent; different screening guidelines may apply.
  • Dependent – a minor that will be physically living there.
  • Guarantor — an adult that is not physically living there but is responsible for rent if the resident defaults; different screening results may apply.

Why does my credit card statement indicate that I was charged twice?

Some online banking statements will show multiple transactions. Usually, one is an actual charge and the other is a hold. The hold will disappear from the statement. If you receive an actual monthly statement with duplicate charges please contact us.

How do I cancel my application?

Contact the property to which you applied and let them know that you wish to withdraw your application.