In a written statement to Pasadena Now, Hines, which purchased the 140-unit Pasadena Gateway Villas complex in March 2025, said its management team has prioritized resident support, transparency and infrastructure improvements.
“Since assuming ownership in March 2025, our team has prioritized resident support, market-consistent policies, and meaningful investment in the property,” said Marisa Monte-Santoro, Hines’ director of public relations, marketing and communications. “All rent adjustments are compliant with applicable laws, and all policy and operational changes are consistent with market standards.”
The response followed a press conference held last week by members of the Pasadena Gateway Villas Tenants Association, who allege that conditions changed sharply after the sale to Hines.
Tenants said they were subjected to new fees, reduced services and pressure to sign new leases that removed previously included amenities.
According to tenants, separate charges were added for services such as parking, pest control, trash collection, hot water and package delivery. Several residents reported paying an additional $400 to $500 per month in new fees, on top of rent increases they said ranged from 8% to 20%.
Tenants argue the changes were designed to bypass California’s cap on annual rent increases. Eight-year resident Terey Ross said housing at the complex had previously been stable.
Hines said residents whose leases expire may choose to renew or remain on a month-to-month agreement, and that parking rates for existing tenants have not changed. The company said it has not added amenity fees for common areas and respects tenants’ rights to organize and raise concerns.
“Our priority is transparency and consistent treatment for every resident, and we respect tenants’ rights to organize and voice concerns,” Monte-Santoro said. “Several adjustments have been made in response to issues raised by the Tenant Association, and we continue to work toward constructive solutions.”
Ownership said it identified critical deferred maintenance upon taking over the property and has launched multiple projects, including roof replacement, elevator modernization, plumbing repairs, parking gate upgrades and preventative maintenance.
Additional work includes waterproofing of planters, fountains and the parking garage, as well as upgrades to the pool deck, fitness center and co-working spaces.
Hines also addressed concerns about vacant units, saying many apartments were already empty when the company acquired the property and were in outdated condition. Leasing was temporarily paused to allow renovations.
“Our long-term residents are an important part of this community, and we encourage them to stay—no one is being forced out,” the statement said.
“Before Hines took over ownership and management of the building, housing here was stable and predictable,” Ross said. He added that tenants were given limited notice of new lease terms and felt pressured to sign agreements without adequate time for review.
Housing advocates say such disputes reflect a broader trend.
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