Condo Renter Guide

1.How your setup works

You rent your unit from its owner. The owner is your landlord. NEPREM manages the building for the condominium association.

What the portal is for

• reporting building problems and following the repair,
• reading building rules and documents,
• seeing building notices and meetings,
• messaging NEPREM,
• keeping your contact details, pets and vehicles up to date,
• paying a bill that NEPREM sends to you personally, which is rare (Section 10).

What you do not see

These belong to the owners, the board or NEPREM, so a condo renter never sees them:

• your unit owner's dues, balance, statements, Pay button or Auto-Pay,
• other units' accounts, or the list of who is behind on dues (only the board and NEPREM see it),
• the association's finances, financial reports and bill approvals,
• board tools, such as posting notices, issuing violations and messaging all owners,
• the Association Page and its Units Directory (owners and the board open it),
• your unit owner's personal files, such as their insurance or statements.

2.Signing in

First time

NEPREM may email you a welcome message. The subject is usually Your NEPREM resident portal is ready or Welcome to NEPREM: your portal is ready. It never contains a password. You choose your own.

1. Tap Set your password in the email.
2. If the page that opens asks for your email address, check that it is the one NEPREM has for you. Tap Email me a link once. Open the email that arrives (check your spam folder) and tap its link.
3. On the page with New password and Confirm new password, type a password of at least 8 characters in both boxes. Tap Set password.
4. Tap Sign in, then sign in with your email address and the password you chose.

The link in the email works for 24 hours and only once. If the page says "This link has expired", tap Email me a new link.

No welcome email? Go to neprem.com/forgot-password and type the email address NEPREM has for you. Then follow steps 2 to 4 above.

Every time

1. Go to neprem.com. The Client Sign In box is near the top of the home page. On a phone, tap the green Sign In button at the top, or scroll down a little.
2. Enter the email address NEPREM has for you and your password.
3. Leave Keep me signed in ticked on your own phone or computer. Untick it on a shared one.
4. Tap Sign In. You land on the Condo Renter Portal, neprem.com/tenant-portal.

If a link takes you to a page that needs you to be signed in (for example notification settings, repair requests, change password or Report a problem), the page shows a Sign in button. After you sign in, you come straight back to that page.

Forgot your password?

1. Go to neprem.com/forgot-password, or use the Forgot password? button by the sign-in form.
2. Type your email address and tap Email me a link once.
3. Open the email and tap its link. It works for 24 hours and only once.
4. Type your new password twice and tap Set password.

If you ask again within 15 minutes, nothing new is sent. Use the newest email you already have. Its link still works. For your security the page never says whether an email address has an account. If nothing arrives, check your spam folder, then call 617-683-1148.

Change your password

1. Go to neprem.com/change-password, or tap Change password in Profile & Settings (Section 8).
2. Type your Current password.
3. Type your New password (at least 8 characters) and type it again in Confirm new password.
4. Tap Save password.

Two-step sign-in (optional)

Two-step sign-in asks for a 6-digit code from an app on your phone each time you sign in. To add it:

1. Install an authenticator app on your phone, for example Google Authenticator or Microsoft Authenticator.
2. Go to neprem.com/account (or tap Two-step sign-in in Profile & Settings) and find the Two-step sign-in section.
3. On your phone, tap Add NEPREM to my authenticator app. Or type the setup key shown there into the app.
4. Type the 6-digit code the app shows, then tap Turn on two-step sign-in.
5. Save the 10 backup codes the page shows. You see them only once, and each works one time. Use one if you lose your phone.

Once it is on, the same section has Make new backup codes and Turn off two-step sign-in. Both ask for a code from your app or a backup code.

Signing out and switching

Sign out is in the top bar and at the bottom of every page. Account in the top bar opens your Account page (neprem.com/account). If you also hold another role (for example you own a unit somewhere else), a Switch portal button appears next to your name.

3.Your dashboard at a glance

The top bar shows your name, your unit's address, a Condo Renter badge and a Residential or Commercial badge. If you rent more than one unit, a Switch unit bar lets you choose which one the page shows.

The three tiles

Under the tiles is the emergency line: "Fire, smoke, a gas smell or someone hurt? Call 911 first. Then, and for a flood, no heat or a lockout, call 617-683-1148 now." Under that is a row of jump links: Repairs, Messages, Notices, Documents and Profile & Settings. Notices appears only when there is something to show. When you have notifications, the first link shows how many, for example 3 notifications, and jumps to your Notifications list (Section 9).

The cards below

In order, top to bottom. Some cards appear only when they have something to show.

• Move-In Guide, only for new residents (Section 4),
• Welcome to your building's portal, a short note on who handles what. Close it with Got it, hide this,
• Rent and Dues, a reminder of who you pay (Section 10),
• Latest from your building: the next meeting and the newest notices (Section 9),
• your unit card, with your address and, when NEPREM has it on record, your unit owner's name,
• Maintenance Requests (Section 6),
• Messages (Section 7),
• Lease Information, and near the end of your lease Lease Ending Soon (Section 10),
• Documents (Section 5), Invoices from NEPREM (Section 10) and, when something is filed for you, Tax Documents. Residents of buildings that keep plumbing reports, such as Hampton Shores, also see Plumbing Reports,
• Profile & Settings (Section 8) and your Notifications (Section 9).

The bottom of every page has Report a problem (for something wrong with the portal itself), Need help? (email the office), the office phone number, Sign out, and a Dark / Light switch.

If your page looks different

• We are still setting up your account: NEPREM has not linked your unit to your account yet. Use the call or email button on the card.
• This account has no current home: your past unit is closed in the portal. Contact NEPREM if you moved to another NEPREM home or need a record of your tenancy.
• Your account here is closed ("You have moved out"): NEPREM closed your tenancy when you moved out. The card says "Your account at [your old unit] was closed when you moved out on [date]. To ask about it, call NEPREM at 617-683-1148 or email team@neprem.com." It does not ask you to pay NEPREM: as a condo renter you pay your unit owner. It has a Call 617-683-1148 button and an Email button.

On all of these pages, Messages and Profile & Settings still work.

4.Move-In Guide

New residents see a Move-In Guide card near the top of the page. It shows for about 60 days, counted from your move-in or your first sign-in to the portal, whichever is later, until every step is done. It shows your progress, for example "Getting started: 3 of 6 done". The six steps are:

• Welcome to NEPREM.
• Read the bylaws and rules (in Documents, Section 5).
• Save the emergency line, 617-683-1148, in your phone. The step repeats the emergency rule: 911 first for fire, smoke, a gas smell or someone hurt, then 617-683-1148 for a flood, no heat or a lockout.
• Know how to report a shared-area problem (Section 6). Problems inside your unit go to your unit owner.
• Check your messages (Section 7).
• Add your phone number (Section 8).

Tick the steps you have done and tap Save progress. Some steps tick by themselves: when your phone number is on file, after you open a message, and after you open a document. You can ignore the card once you are settled.

The guide also has an optional step, Register pets and vehicles. It has no tick box and is not counted in "3 of 6 done".

1. Tap Add your pets and vehicles to open it.
2. List them as described in Section 8, or tick I have no pets or vehicles.
3. Tap Save progress. It saves your ticks and your pets and vehicles together.

The step shows Done once something is listed, or once you tick I have no pets or vehicles. If your pets and vehicles cannot be saved (for example a state that is not two letters), the guide says why. Your ticks are still saved and what you typed stays in the form. Fix it and tap Save progress again.

5.Building documents and rules

The Documents card lists the files shared with you: building-wide documents such as bylaws and rules, and notices posted for your unit. Each document has a Download button. You can read documents here but not upload them.

• At the top, Building rules has a Bylaws tile and a Handbook tile. A tile with a file says View / Download. A tile that says Not on file has a Request from manager link that emails NEPREM.
• When the list has more than 3 documents, a Search box appears. If the documents are of different kinds, a Type menu appears too. After 50 documents, the oldest are folded under a line such as "Show 12 older documents".
• You will not see files that belong to your unit owner (their statements, their insurance), files on your unit from before you moved in, or documents marked for owners and the board only.
• Tax Documents appears only when NEPREM has filed a tax form for you. NEPREM does not collect rent from condo renters, so most renters never see it.
• Plumbing Reports (Hampton Shores and other buildings that keep them) shows plumbing notes for your unit since you moved in. It is view only.

Looking for rules, a handbook or a move-in form that is not listed? Email team@neprem.com.

6.Reporting a problem in the building

Before you start: problems inside your unit (an appliance, a fixture, paint) usually belong to your unit owner, so contact them first. Use the portal for shared areas, leaks from above and building systems. If you are not sure whose job it is, email team@neprem.com or call 617-683-1148. The form repeats this at the top.

1. Go to the Maintenance Requests card (the Repairs jump link takes you there). The form is called Submit Maintenance Request.
2. If you rent more than one unit, choose the Unit.
3. Type a short Subject (up to 150 characters) that says where the problem is, for example "Lobby light out, 2nd floor hallway".
4. Choose the Category that fits best: Plumbing, Electrical, HVAC, Appliance, Structural, Pest Control, Exterior/Grounds, Common area: hallway, lobby, elevator, grounds, roof, Registration (pet, vehicle, amenity) or Other. For a shared area, also name the place in the Subject.
5. Choose a Priority: Normal, Low, High or Urgent. If you choose Urgent, a red banner says "Fire, smoke, a gas smell or someone hurt? Call 911 first. For other urgent problems, also call 617-683-1148 now, so we can act right away."
6. Describe the problem in Description (up to 2,000 characters): where, when it started, any damage.
7. Add up to 3 photos if you can (Photos (optional): JPG, PNG, GIF or WebP, up to 10 MB each). A picture helps us diagnose faster.
8. Tap Submit Request.

Subject, Category and Description are required. A green message confirms the request with your request number ("Request #123 received") and you get a confirmation email with the same number. If a photo cannot be attached, your request is still saved and the portal tells you which photo was skipped. To list your pets and vehicles, you do not need a request: use Pets and vehicles in Profile & Settings (Section 8).

Following a request

The Your Maintenance Requests list shows requests you filed, plus other requests filed on your unit since you moved in. Each shows its number, a status (Open, In Progress, Resolved or Closed) and a progress bar (Submitted, In Progress, Resolved, Closed). A request may also show who is assigned to it and a target date. For a bigger job, NEPREM may add a Project Timeline that lists the steps and their target dates. With more than 5 requests, a filter bar appears above the list.

NEPREM emails you when work starts, when the request is marked resolved and when it is closed. Notes NEPREM shares with you appear under Activity, marked "to resident". Your own notes show there as "from resident".

To add information to a request you already sent, open it and tap Add a note or photo (on a Resolved or Closed request it reads Still not fixed? Add a note or photo). Type your note, add up to 3 photos if you like, tick This is still not fixed (reopen the request) if the problem is back, and tap Send note. NEPREM is emailed.

7.Messages

1. Go to the Messages card. Your messages go to Property Management (NEPREM).
2. Type a Subject (up to 200 characters) and your Message (up to 4,000 characters).
3. If you like, attach up to 3 files under Photos or PDFs (optional): JPG or PNG photos, or PDFs, up to 10 MB each. On an iPhone, pick the photo from your photo library so it is sent as a JPG. Only the people you send it to and NEPREM can open the files.
4. Tap Send Message.

Replies from NEPREM appear in the same card, grouped into conversations, and you get an email saying a new message is waiting. New messages have a blue New label until you open them. Open a message and tap Reply to answer it: the subject is filled in for you. Your association's board can also send messages to owners and renters. They appear in the same card, and a reply goes only to the board member who wrote it.

You can send up to 10 messages an hour and 30 in 24 hours. For anything urgent, call 617-683-1148.

8.Your profile, pets and vehicles

The Profile & Settings card holds your details, your pets and vehicles, phone alerts and account links. It is the one place to change your name, phone, email and emergency contact.

Your details

1. Tap Edit your contact details, pets and vehicles to open the form.
2. Update your name, company name (for businesses), phone, email, Emergency contact (the name and phone of someone we can reach if we cannot reach you) and mailing address.
3. Tap Save changes.

The form needs a phone number with at least 10 digits, a ZIP code of 5 or 9 digits and a two-letter state. If something is wrong, it says what to fix.

Your name, email, phone and emergency contact are visible to NEPREM and to your association's board. Your name and email may also be listed in the Units Directory on the Association Page, which unit owners and the board can open.

• To change your sign-in email, type the new address. A box for your Current password appears: type it too. NEPREM emails a confirmation link to the new address. The link works for 24 hours. Open it and press Yes, use this address: the change happens then, not before. Your current address gets a notice with a way to cancel: its link opens "Cancel the sign-in email change?", where Yes, cancel the change stops it. If the confirmation link has expired or was already used, the page says "This link has expired" and nothing is changed. Tap Sign in to your portal and save the new address again to get a new link.
• The form also has Paper mail delivery. Tick Digital only: stop paper mail if you do not want paper notices by US Mail. You can switch paper mail back on any time. If NEPREM cannot email you (for example you unsubscribed from NEPREM email, or the address on file is a placeholder), paper still comes, even if the card says digital only.
• The bottom of the card has these links: Change password (neprem.com/change-password), Notification settings and Two-step sign-in (it shows On or Off and opens neprem.com/account). The account page handles only your password and two-step sign-in. It links back to Profile & Settings for everything else.

Pets and vehicles

Below your details, Pets and vehicles (marked Optional) is where you list the pets and vehicles at your unit. You may have filled it in already on the Move-In Guide (Section 4). This is where you change it later.

1. For each pet, choose the Type (Dog, Cat, Bird, Small animal, Fish, Reptile or Other) and fill in the Name, Breed or description and Weight.
2. For each vehicle, fill in the Make, Model, Color, Plate and State (two letters, like MA).
3. Add another pet or Add another vehicle adds a row. You can list up to 10 of each. To take one off, tap Remove (or clear its boxes).
4. If you have none, tick I have no pets or vehicles instead.
5. Tap Save pets and vehicles. This button saves only this part of the card. Save changes above saves your contact details.

If something needs fixing, for example a pet with no type chosen, the card says what to fix and saves nothing. What you typed stays in the form.

Who can see them:

• NEPREM staff see them.
• Your unit owner sees them only if NEPREM has set the owner up as the landlord of your unit in the portal.
• Your association's board sees your vehicles only, for parking. The board never sees your pets.

A note on the form says who can see them for your unit.

Email and phone alerts

• On the Notification settings page (neprem.com/notifications) you can switch Email alerts, Maintenance request emails, New document emails and New message emails on or off, then tap Save Preferences. The page lists what is always sent, such as payment receipts, failed or past-due payment notices, account emails and messages NEPREM staff send you. Building notices and meeting invitations are not stopped by these switches.
• To stop non-essential NEPREM email, use Unsubscribe from NEPREM email on that page (you are asked to confirm). Unsubscribing stops building notices, meeting invitations and violation notices. Receipts and past-due notices still come. Emails about your own repair requests still arrive unless you also turn off Maintenance request emails. If you unsubscribed by mistake, the profile form shows "Email from NEPREM is paused" with a Resume email button. Or email team@neprem.com and we will turn your email back on.
• Push notifications can send small alerts to your phone or computer. Tap Turn on and allow notifications. Tap Turn off to stop them. On an iPhone or iPad, first add neprem.com to your Home Screen (Share, then Add to Home Screen) and open the portal from there. Alerts set up before September 2026 were switched off for security, so turn them on again on each device you use. Signing out also turns off alerts on that device, so on a shared computer tap Sign out when you are done.

9.Building notices and meetings

Latest from your building shows the next building meeting and up to three of the newest building notices, with a "New" badge on ones you have not seen. It is left out when there is nothing to show. Building announcements and meeting invitations also come to you by email, and a short notice appears in your Notifications list at the bottom of the page. Notices and meetings the board marks for owners and the board only are not shown to residents who rent.

Meetings

• To answer an invitation, tap Yes, No or Maybe next to Your RSVP, or tap an answer in the email and then press the confirm button on the page that opens, for example Confirm: No, can't attend (no sign-in needed from the email). Nothing is recorded until you press it. To change your answer, tap a different button.
• When you are not signed in, a meeting, invoice, unsubscribe or email-change link in a NEPREM email first shows "Opening your secure NEPREM page..." for a moment, then the page. If it takes longer than about 15 seconds, an Open the page button appears: tap it. The page also shows "Trouble opening it? Call NEPREM at 617-683-1148."
• Add to Calendar (and the calendar file in meeting emails) adds the meeting to your calendar.
• If you answered Yes or Maybe, you get a reminder email the day before.
• Once a meeting has started, the card says it took place and no longer takes answers. If a meeting is cancelled, the people invited get an email with a calendar cancellation.

Violation notices

When a violation notice is issued for your unit, you get the first notice by email (not if you unsubscribed from NEPREM email or turned off Email alerts) and in your Notifications list. Your unit owner is told too. Later updates go to your unit owner, and any fine is charged to the owner. There is no violations card in the Condo Renter Portal. With questions about a notice, reply to the email or contact NEPREM at team@neprem.com or 617-683-1148. Talk to your unit owner too.

Notifications

Notifications at the bottom of your page lists portal notices from the last 90 days. The N notifications link at the top of your page jumps straight to it. Tap Dismiss to clear one, or Dismiss all (you are asked to confirm).

10.Rent, dues and your lease

• Rent and Dues reminds you that condominium dues are billed to the unit owner, and that you keep paying rent to your landlord (the unit owner) directly. To reach your owner, email team@neprem.com or call 617-683-1148 and we will put you in touch. The portal has no way to message your owner.
• The portal shows you no Account Ledger, statement, dues Pay button or Auto-Pay. Those belong to the unit owner. If you open a unit's dues payment page while signed in, the portal stops you and says why.
• Lease Information shows a lease only if NEPREM has a copy. If none is on file, the card says your lease is with your unit owner, not with NEPREM. If you want NEPREM to keep a copy, email it to team@neprem.com.
• Your lease renewal is between you and your unit owner. NEPREM does not send renewal offers to condo renters. When NEPREM has your lease on file, a Lease Ending Soon card appears in the last 90 days of the lease. It shows your end date and, when NEPREM has them, your owner's name, email and phone.
• NEPREM never charges tenants application, screening or placement fees. If anyone asks you for one, email team@neprem.com.

Invoices from NEPREM

The Invoices from NEPREM card lists any bill NEPREM sends to you personally, for example a key fob. It is usually empty and then says "You have no invoices from NEPREM." Each invoice has a View or print link, which also lists any documents NEPREM attached (the invoice email carries them too).

Paying a NEPREM invoice

Each open invoice has two buttons: Pay $... by bank (free) and Pay $... by card. The card button shows your total with the card fee, and the fee rate. A secure Stripe page opens to finish the payment, and you get an emailed receipt. You can also pay without signing in at neprem.com/quickpay by typing the invoice reference.

If NEPREM received a payment for an invoice and is matching it by hand, the invoice says "We received a payment for this invoice and NEPREM is matching it by hand." Please do not pay again: NEPREM will tell you if anything is still owed. The Pay buttons are folded under Pay anyway.

For a check, write it to the name in the Make Check Payable To box on the invoice, put the invoice reference on the memo line, and mail it to 1 Beacon Street, Floor 15, Boston, MA 02108. If you have the printed invoice, send its tear-off Remittance Slip with the check.

From January 1, 2027 (the 2027 management agreement): the card fee becomes Stripe's processing cost, passed through at cost: 2.9% of the total charged plus 30 cents, about 3% ($100 will cost $103.30), and NEPREM keeps none of it. Debit cards are not accepted from that day. Money orders are accepted with no fee: make one payable to the same name as a check and mail it the same way. Bank transfers stay free. Until then, the 5.49% card fee above applies.

11.Frequently asked questions

Do I pay anything through the portal?

No rent and no dues. Your rent goes to your unit owner, and condo dues are the owner's bill. The only thing you might pay here is a bill NEPREM sends you personally, listed in Invoices from NEPREM (Section 10).

I received a dues statement or a Pay link. What do I do?

Do not pay it. Forward it to team@neprem.com or call 617-683-1148 so we can look into it.

Something is broken. Who fixes it?

Inside your unit (an appliance, a fixture, paint), tell your unit owner first. A problem in a shared area (hallway, lobby, elevator, roof, grounds), a leak from above, a building system or any emergency goes to NEPREM. Submit a request: choose the Common area category for a shared area, or the category that fits best, and name the place in the Subject. Fire, smoke, a gas smell or someone hurt? Call 911 first. Then, and for a flood, no heat or a lockout, call 617-683-1148 now. Reports from residents are how problems get caught early.

Who can see my repair request?

NEPREM can. Other people living in your unit can see it in their list. Your unit owner may get an email about it and, if linked to your unit in the portal, can open it in their own Owner Portal. The board hears only about shared-area requests. See Section 6.

Who can see my phone number and email?

NEPREM and your association's board. Your name and email may also be listed in the Units Directory that unit owners and the board can open. See Section 8.

Where do I find the building rules?

In the Documents card, under Building rules (Section 5). If a tile says Not on file, tap Request from manager.

Can I message my unit owner in the portal?

No. Email team@neprem.com or call 617-683-1148 and we will put you in touch. Near the end of your lease, the Lease Ending Soon card shows your owner's contact details when NEPREM has them.

My lease is ending soon.

Talk to your unit owner. NEPREM does not renew condo leases.

How do I register my car for parking, or my pet?

In Profile & Settings, under Pets and vehicles (Section 8). The board sees your vehicles for parking, never your pets.

How do I change my password or my sign-in email?

Your password: see "Change your password" in Section 2. Your sign-in email: see "Your details" in Section 8.

I stopped getting building emails.

Check your spam folder. You may have unsubscribed. Use Resume email in Profile & Settings, or email team@neprem.com and we will turn it back on. Make sure the email address in your profile is the one you use.

I cannot sign in.

Check that you are typing the email address NEPREM has for you. After 5 wrong passwords in 15 minutes, sign-in pauses for 15 minutes. You can wait, or use neprem.com/forgot-password to set a new password (Section 2), or call 617-683-1148.

The page says "We are still setting up your account", "no current home" or "Your account here is closed".

See "If your page looks different" in Section 3, or call 617-683-1148.

12.Getting help