Resident Handbook - First Draft

RESIDENT HANDBOOK
your guide to betterliving




Contents
Welcome Home! 3 Your Life, Made Easy 5
Your Community 7
12
17
Your Pets 23
5. Our Commitment & Credo
5. Our Move-In Satisfaction Guarantee 6. Our Service Satisfaction Guarantee 7. Customer Relations
8. Fair Housing Statement
Resident Portal
24/7 Service Hotline E-Billing
Resident Liability Program
Common Areas & Amenities Gated Entry Systems Parking Policies
Package Delivery
Valet Trash & Recycling Breezeways & Hallways
Decorating
Quick Fix Tips
Keys & Alarm Systems A/C Tips For Cooler Living
NestTM Thermostats Housekeeping
Patios & Balconies
Good Neighbor Behavior
General Community Safety Weather Safety
Fire Safety
Gas Leaks Power/Electrical Failures
General Pet-Friendly Reminders Out And About
Your Home Your Safety


WELCOME
home


We’re excited you’ve chosen a Cortland community to call home, and we can’t wait to provide you a living experience you love. At Cortland, we try to do things a little differently. With modern living spaces, health-happy amenities, and time-saving conveniences, we’ve redefined better living – so you can
take care of life, while we take care of you!
For starters, we’ve designed this handbook specifically with our residents in mind. We know
there are lots of questions you might have about your new home, and we want you to have all
the information you need to get the most out of life at your community. We invite you to use this handbook to familiarize yourself with our promise and some of our policies. We’ve also included tons of tips that we hope will help make life a little easier. And, if you ever have a question about life in your community, you can always reach your community team by phone, email, or an office visit!
Note: Some of the information in this handbook may not apply to you or your community. Always check with your community team and consult your lease agreement if you have a specific question about a community policy, practice, or living requirement.
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Our Commitment & Credo
At Cortland, we’re all about Creating Value for a Better Life by going beyond expectations to make sure our residents love life at our communities. We understand that life comes with some unpredictable moments – yet, we’re committed to making your everyday living more effortless, so you can enjoy more of the moments that matter. Here’s our credo, which you’ll see posted in your community’s office:
“We believe in a better life where hospitality is always a given, each detail is worth a second thought, and every door is a new opportunity to go beyond expectations.
Our Move-In Satisfaction Guarantee
When you move in to one of our communities, we are so convinced you’ll love your new home that we have a 45-day move-in satisfaction guarantee in place. Here’s how it works:
If you’re not completely satisfied with your new home after you move-in, we’ll give you a window of 45 days to let us know you’d like to move out, without a penalty, as long as these conditions are met:
• You let your management team know within 45 days of your lease start date that you would like to move out by providing a written 30-Day Notice to Vacate. We’ll need the notice at least 30 days before you move out, and you will have at least 75 days from the start of your lease to actually move out.
• You pay all your rent, monthly charges, utilities, and any damages in full through your move-out date.
• You reimburse us for any move-in concessions you received when you give us your 30-Day Notice to
Vacate.
As long as you take care of those items, here’s what we agree to – so you can move on without the extra expense:
• We will refund your security deposit, minus any damages.
• We will waive any fees associated with breaking your lease.
• We will accept a written 30-Day Notice to Vacate, instead of the 60-Day Notice to Vacate we usually require.
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Our Service Satisfaction Guarantee
When you have a service request, we guarantee the highest level of professionalism and customer care, plus the solution to your problem – all within 48 hours/two business days. If we don’t complete a routine service request with 48 hours/two business days, we will give you a rent credit for each business day (after those first 48 hours) that your service request is not completely resolved. Here’s how this guarantee works:
• You let your management team know (in writing) within 72 hours of your initial service request that the service was unsatisfactory or not completed.
• You will be eligible to receive the rent credit starting the second day after you notify the management team in writing.
• The guarantee only applies to what we can control, which doesn’t include outside contractors, vendors, or resident-caused damage. For that reason, the following requests are considered non-routine and do not apply to this guarantee:
• Sheetrock repairs or painting
• Water leaks of any type
• Exterior repairs, like siding, roofing, gutters, etc.
• Any routine repairs that were delayed because your pet wasn’t
secured in your home
• Any routine repairs that were delayed because there was a minor at
home without an adult
• Repairs to common areas or amenities
• Cable TV, internet, or utility outages
• Flooring replacement
• Any damage caused by residents, occupants, or guests
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Service Request Tips
When our service teams come out to make repairs, they will always be dressed in uniform, and they will always place a sign on your door so you know your home is being serviced. If they have to order any special parts or call in extra help they will do their best to keep you updated and give you an estimated time of completion.
To help your service team make repairs as efficiently as possible, here are some extra tips:
• When making a request, provide as much information as possible about your issue so your service team can bring all the right tools – and better diagnose your problem!
• Make sure to note any special instructions you might have about your alarms, pets, etc. If you’re planning to be away during their visit, make sure you safely secure your pet(s) in a bedroom or crate when the service team stops by.
• Specify the preferred day and time you’d like your service request to be completed.
On top of all the requests they fulfill, our service teams go above and beyond by providing our residents extra perks and preventative maintenance. We’ll take care of everything listed below, but if you ever notice anything out of the ordinary, just let your service team know!
• Move-in inspections
• Informational walkthroughs of your new home
• A/C and appliance checkups
• Leak, moisture, and organic growth diagnosis and treatment
• Pest control services (where applicable)
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• Amenity usage tips (where applicable)
• Smoke detectors, carbon monoxide detectors, and fire extinguishers checkups
• Air filter replacement
• Smoke detector battery replacement
Customer Relations
We take customer care to the next level with a team of associates that’s always standing by to help in
any way we can! We hope you always feel you can go to your community team to resolve any issues, but
we know sometimes you might just need another person to hear your story. If you ever have a question, suggestion, compliment, or concern about your community or your community’s management team, you can reach our Customer Relations department at [email protected] or 855.231.0937.
Reach out to us any time – we love hearing from our residents, especially when you just want to let us know how much you love your community team!
Fair Housing Statement
Cortland Partners is committed to complying with all federal, state, and local fair housing laws. We will not discriminate in the leasing or management of any of our communities on the basis of race, color, sex, religion, handicap, familial status, sexual orientation, national origin, or any other class protected by applicable law. Cortland Partners will apply the same community guidelines and policies to all residents and therefore, cannot provide or require one set of rules for certain residents and another set of rules for other residents, unless in the event of reasonable accommodation.
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YOUR LIFE,
made easy


Your community is more than just a place to eat, sleep, and breathe – it’s a launch pad for living life well! We want to help you take advantage of everything your community has to offer by making it easier to accomplish all the things that make up your everyday. Here are just a few ways we’re bringing that goal to life.
Note: Some of the information in this handbook may not apply to you or your community. Always check with your community team and consult your lease agreement if you have a specific question about a community policy, practice, or living requirement.
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Resident Portal
At Cortland, we love keeping you connected. So, we’ve created an online resident portal to provide you with seamless access to your community – at home or on the go! Simply log in to your community’s online portal to pay your rent, place service requests, and more.
1. You can access your portal couple different ways:
2. Go to your community’s website and click Resident Login, or
3. Go to cortlandpartners.com/residents and select your community.
4. When you sign your lease, we’ll automatically register your for the portal. You’ll just need to log in and
set up your account. If you ever have questions or have trouble accessing the portal, just reach out to your community team.
24/7 Service Hotline
Water leak in the middle of the night? A/C out in the middle of summer? Power outage in the middle of your favorite TV show? Not a problem.
In addition to making service requests any time through your resident portal, you can also call your community’s service hotlines to reach your service team 24/7. We’ve set up a separate hotline for each of our communities, so check your community contact info to find the number – and be sure to keep it handy in case you ever have a maintenance emergency or need to reach your community’s courtesy officer.*
*Only at applicable communities; check with your community team about how to contact your community’s security services.
E-Billing
In an effort to go green and bring you the convenience of receiving your monthly bill right in your inbox, we’re proud to offer our residents e-billing! We’ll automatically enroll you into our e-billing program, and each month your monthly statement will be sent to your preferred email address.
If you’d prefer to receive a paper statement, you can opt out of e-billing by following these steps:
1. Go to your community’s website.
2. Click on Resident Login and sign into the portal.*
3. Click on My Home at the top of the screen.
4. Click Velocity Billing and then select Billing Contact Information on the left-hand side menu.
5. You will see your billing address displayed, and under Billing Statement Delivery Preference, the Email
option will already be selected. Click Edit at the bottom of the screen to change the delivery method.
6. After clicking Edit, select the Mail option, and then click Update.
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If you’d like to stay in the e-billing program, but need a paper copy of your statement for any reason, you can always reach out to your community’s office for a paper statement.
*To opt out of e-billing, you’ll need to change your delivery preferences in your portal. If you need help accessing your portal account or want to make sure we have the right contact information (email address, phone number) on file, just give your community management a call or email – or stop by their office during their office hours!
Resident Liability Program
We’re all too aware of the fact that life doesn’t always go as planned. But, we’ve made getting through those unpredictable moments a little easier with our Resident Liability Program, which helps protect you from accidental damage to your community – like a fire or a flood!
Unexpected events can get really pricey really quickly because you never know how much damage they might cause. That’s why we require all of our residents to have at least $100,000 worth of liability insurance coverage.
Sound like a lot? Not to worry – we’ve made it easy and affordable for you to meet our coverage requirements! By opting into our Resident Liability Program, you’ll pay just $10 a month to gain coverage for accidental damage to the community caused by you, a guest, or anyone legally liable. Covered losses under this program include damage to your community caused by fire, smoke, explosions, water, and back-up or overflow of sewer, drain, or sump.
There’s no pressure to sign up for our program – we just offer it to make our residents’ lives easier! If you’d rather not sign up for our resident liability option, you’re welcome to find your own plan with a provider of your choice. We’ll just need you to show us proof of that insurance, and you’ll need to list your community as an “Additional Interested Party” or “Additional Certificate Holder.” You’ll also need to include this address in your insurance application:
Cortland Partners P.O. Box 115009 Carrollton, TX 75011-5009
Please take into consideration that our Resident Liability Program is not Renter’s Insurance and does not cover personal items – only damage to your community! If you’re interested in both liability and personal coverage, your best bet is to sign up for insurance with your preferred provider.*
*If your insurance policy lapses or expires, you’ll automatically be opted into the Resident Liability Program until you show us proof of coverage from another provider of your choice. That way, you’re covered no matter what!
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YOUR
community


Your community is a dynamic destination. It can serve as your office, your private retreat, and your health club one day – and your activity center, entertainment zone, and social club the next! To get the most out of your living experience, here are some ways you can take full advantage of all your community’s features – while still helping us create a
happy community life for all your neighbors.
Note: Some of the information in this handbook may not apply to you or your community. Always check with your community team and consult your lease agreement if you have a specific question about a community policy, practice, or living requirement.
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Common Areas & Amenities
From iLounges and wine lounges to resort-style pools and pet-friendly hangouts, we’ve outfitted each community with unique amenities and services to make your lives a little easier – and more enjoyable!
With all the fun features we offer, we also have some community policies we ask you to keep in mind to help us create a healthy, happy experience for everyone in your community.
Observe Posted Rules & Regulations
Take extra care to follow your community’s posted rules and regulations about the use of amenities and common areas. All of our policies are in place to help protect our residents and ensure a healthy and clean living experience. So, for everyone’s enjoyment, please be sure to abide by all your community’s posted policies (including hours of operation) for all common areas and amenities.
Avoid Risky or Dangerous Behavior
All of our community facilities are free to enjoy, but please remember using them is solely at the risk of our residents, occupants, and guests. So, we ask that you please take responsibility in avoiding risky, dangerous behavior that could potentially harm yourself and/or others.
Safeguard Young Residents (under the age of 16) & Guests
We welcome all our younger residents and guests to enjoy our amenities and common areas. However, we do require that a parent, guardian, or legal custodian accompany anyone under the age of 16 or any guests at all times when using any community facilities and common areas.
Also, please be sure to check your community’s policy for the number of guests your community will let you to host at our amenities.
Keep Common Areas Clean
We work hard to keep our communities clean and litter-free, and we have designated trash cans located around our communities to help make tossing your trash easy. Please help us keep up our appearance by picking up after yourself and your guests. If you happen to notice any areas in your community that aren’t as spotless as they should be, please let your community team know immediately.
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Create Friendly Common Areas
Here are a few friendly tips to help ensure all our residents can enjoy our shared spaces:
• Remember to take all your personal belongings with you when you leave any common areas.
• If you use any recreational equipment or shift furniture around at the pool, don’t forget to put those items back in the right place for the next resident to use.
• Wipe down any fitness equipment after you’re done using it, and always cover pool furniture with a towel to prevent damage from sunscreen and suntan oils.
• Try to keep noise to a minimum – and remember to use headphones when listening to personal music devices.
• Avoid wearing black-soled shoes or any attire that will scuff or scratch amenity floors or equipment.
• Always wear appropriate swimwear at the pool – and a cover-up when going to and from the pool. Small children/infants should be in appropriate swimwear, too, and they should always wear swim diapers when using the pool.
• Make sure not to smoke, eat, or drink in areas where your community doesn’t allow those activities. Also, be sure you don’t bring pets, alcoholic beverages, or glass into areas where they aren’t allowed.
Prevent Injuries & Illness
We know you might be eager to give our amenities a go, but don’t forget to check with a physician before using your community’s pool, fitness center, and/or other equipment that requires physical exertion – especially if you’ve got any injuries or are feeling under the weather. We certainly don’t want you to get any worse, and we don’t want to put other residents at risk either!
For that reason, we don’t recommend that anyone consuming alcoholic beverages, taking certain
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medications, or managing heart or other serious medical conditions use any amenities beyond their physical abilities. We also ask that you wait until communicable illnesses improve and open wounds heal (or you cover them up) before enjoying common areas again.
Report Repairs & Replacements
If you notice any equipment around the community that isn’t working properly or needs to be replaced, please notify your community team. Don’t try to fix anything yourself – your community team will take care of it for you!
Help Us Manage Misbehavior
Notice any suspicious behavior, misuse of amenity equipment, safety hazards, or signs of vandalism or theft? Please let us know right away! Also, be sure not to let anyone into amenity areas who doesn’t have proper access, or in the case of guests and children, isn’t accompanied by a resident or adult.
Post Flyers Properly
Each of our communities has its own policies about advertising and flyers. Please check your community’s policies before posting anything to make sure your community finds the material appropriate and that you’re given the go-ahead to post in the right locations. If your community team finds any flyers that are inappropriate or posted in non-designated areas, they have the right to remove the flyers, so it’s always best to check with them first!
Gated Entry Systems
At several of our communities, we provide gated entryways and access to the community. If your community has a gated entry system, please keep these tips in mind:
• Only one car should enter or exit the gate at a time. If you tailgate the car in front of you, the gate may close on you, which could damage your car and our gates – leaving the gates out of service until they can be repaired and costing you money for repairs and possible fines.)
• Always be on the lookout for pedestrians, especially kids or pets, as you enter or exit your community. And parents, please don’t let your kids play around or ride on the gates. It might look like fun, but it can cause some serious harm!
• For gated areas around the community, make sure you always close and latch doors/gates behind you – especially around the pool. If you ever happen to lose your access card or remote, just call your community office for a replacement.*
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• Always keep in mind that gates can discourage crime, but they don’t necessarily prevent them. For that reason, make sure you lock your car doors and garages (if applicable), and bring your personal belongings inside.
• Be sure to check out the section of this handbook on community safety for more helpful tips on protecting yourself and your belongings.
*You may need to pay a replacement fee.
Parking Policies
To make sure parking in our community is reserved only for our residents and guests, we have a community parking program in place. When you move-in, you’ll receive a numbered decal for each vehicle you have registered on your lease, and unless your community has assigned you a specific space, you can park in any open, non-reserved space.
Here are a few handy tips about community parking procedures and safe driving habits:
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• Your decal should be placed on the driver’s side of your car’s rear window.
• If you happen to lose a decal or damage it beyond recognition, just let your community team know –
they’ll get you set up with a new one.*
• Guest parking should be available throughout the community. If you have a guest staying with you for more than three consecutive days, let your community team know. They will provide a temporary parking pass for your guest to display during their visit.
• When you park, make sure you stay inside, so you only take up one spot.
• Only park in designated spots. Please do not park in front of other residents’ garages/car ports, up on
curbs, on grassy or landscaped areas, or in locations that could block traffic flow.
• Observe the posted speed limits, and keep an eye out for pedestrians, especially children and pets. Parents, please make sure your children are not playing in the parking lots or around areas with frequent community traffic.
Your community does have the authority to tow away any cars that aren’t parked properly or aren’t displaying a decal. The team will always try to contact you before towing, so make sure you keep your preferred contact and vehicle registration information up-to-date with the community office. That way, you’ll have a better opportunity of moving your car to a more suitable spot before it’s towed away.
*You may need to pay a replacement fee.
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Package Delivery
We try to make package delivery a piece of cake! Whenever a package is delivered to our office for you, your community team will send you both an email and a text letting you know you’ve got a delivery. And, they’ll keep your shipment secure until you can pick it up!
Don’t think you’ll be able to pick up your package within a reasonable time frame during your community’s office hours? No worries – just let your community team know so they can make special arrangements to deliver your package to you.
Not a fan of texts or emails? Stop in the office and let them know you’d like to opt out of whichever form of communication you’d rather not receive.
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Valet Trash & Recycling
Many of our communities participate in a doorstep, valet waste collection service. What does that mean for you? Less trips to the dumpster and an easier way to get rid of household trash! Here’s how the service works:
• Trash is conveniently collected from your front door five nights a week.
• Pickups take place Sunday through Thursday starting at 8:00 PM.
• Trash will not be collected Friday, Saturday, or on major holidays, so be sure to use your community’s dumpster/compactor to discard on those days!
• Make sure your trash is bagged and tied securely. When you’re ready for a pick-up, place the bag in the container your community gave you, and place the container outside your front door Sunday through Thursday evenings from 6:00 PM to 8:00 PM. (If you have a stationary container outside your home, just place your trash outside between 6:00 PM and 8:00 PM).
• Once your trash has been hauled away, don’t forget to bring your container back inside before 9:00 AM the next morning.
• Any overweight/hazardous items (books, appliances, glass, needles, etc.) still need to be taken to a dumpster.
• Getting rid of any boxes? No problem, but please flatten them first! You don’t need to worry about bagging boxes, either.
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• Be sure to double-bag when you’ve got dripping, wet trash in your container – or if you happen to be throwing away any cat litter.
• If you have more than one bag, you can stack them on top of each other, with the container lid open. Please do not place trash directly on the floor.
• Take care to keep your container clean, so it doesn’t start to attract pests.
• If your community participates in the valet recycling program, just tie your recyclables in blue recycling
bags and place them in your container with your regular trash.*
• Should you ever need to get rid of any bulk/oversized items, please don’t leave them on the curb or in the compactor area. Instead, consider using a waste drop-off site to discard larger items – or have a collection company haul them away.
• If you ever have a problem with a pick-up, contact your valet trash service provider’s customer care team. Your community team will have their customer service contact on hand.
*Some communities may not participate in the recycling service. Check with your community office for more information about alternate recycling options if your valet waste service does not include recycling.
Breezeways & Hallways
Breezeways (or hallways) are the shared runways that take you and your neighbors from your welcome mats to your outside world. Though it might be compelling to think of them as extra storage spaces or social zones, it’s important that we keep them completely clean and quiet. Here are a few tips to please keep in mind as you walk through your outdoor hallways:
• Take care not to leave your belongings in the breezeways – that includes used cigarettes, trash bags, and any other miscellaneous items you decide you no longer want. There are plenty of garbage cans around where you can easily stash your trash. And if you need some extra storage space for your belongings, just reach out to your community team to see about renting a garage or outdoor storage spot.
• Be mindful of your noise level, and try your best to speak softly when coming and going.
• Breezeways and hallways should really only be used for entering and exiting your home – and not for loitering. Should you want to socialize with your neighbors, you can always hang out in the clubhouse or other common areas.
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YOUR
home


Your home is your haven – a place where you can set the stage for living the life you choose. By designing spaces to help you live easy and adding extra touches to make your everyday extra enjoyable, we hope you’ll discover what better living really means for you. Here are some neighborly tips we’ve compiled to help you settle into your space, keep it in great shape, and nurture neighbor-friendly living.
Note: Some of the information in this handbook may not apply to you or your community. Always check with your community team and consult your lease agreement if you have a specific question about a community policy, practice, or living requirement.
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Decorating
When it comes to decorating your home, we want your space to reflect your personal style while continuing to complement the rest of your community (and protect your security deposit!). Ultimately, you should check with your community about their decorating policies. In the meantime, here are a few general guidelines for you to follow:
• All window coverings, including drapes and blinds, should be lined in white so that white is the only color that’s seen when viewed from outside. Also, sheets, blankets, foil, or other materials should never be used in place of draperies or blinds.
• Welcome mats at your front door are great, but you should use mats that are designed for outdoor use, if you have an exterior-facing front door.
• If you decide you want to dress up your front door or entrance for a holiday or season, a decorative wreath is a nice touch. Just don’t forget to take it down or replace it once that season or holiday is over!
• We’re sure many of you have team signs, sayings, art, lights, etc. you’d like to display, but please only show off these items inside your homes! Signs and exterior lights aren’t allowed on our exterior walls – or in patio/balcony areas.
• You are welcome to add some extra color by painting your walls; you’ll just need to paint it back to it’s original color before you move out.
• You can hang items on your interior walls. Just make sure the holes are small and aren’t damaging to wall.
Quick Fix Tips
Your service team is always standing by to help with any maintenance issues you might have. But sometimes, just knowing how to care for your home can save you a little time. Here are a few quick fixes we recommend for some routine issues:
• We’ve set up a lot of our homes with light-switch-activated outlets, so you can turn on your lamps with the flick of a switch! If you think the top outlet in your bedroom(s) or living room isn’t working, try using a nearby light switch to see if that turns it on.
• Some of your outlets, especially the ones in your kitchen and bathroom(s), may be controlled by a GFCI. If so, they are set up to power off if they detect an unsafe current (like one flowing through water or a person). Should you lose power in one of these outlets, simply press the reset button (usually the red button), and that should turn it back on.
• If your garbage disposal ever gets clogged, try to dislodge whatever seems to be preventing it from working. After unclogging it, look under your sink to find the reset button on the bottom of the disposal. Pressing the button should get it back up and running!
• Any time you notice a leak, please turn off your water using the shut-off valves located behind your
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toilets and under your sinks. That way, you can minimize damage until you can make a service request to have the leak repaired.
• During winter months, be sure to keep your heat running to prevent pipes from freezing. Leaving your heat on instead of turning it off every time you leave uses less electricity, too!
If these don’t work, or you’d rather have a service team member take a look first, just place a request with your community team!
Keys & Alarm Systems
You should have received all of the keys and access devices you need for your community when you moved in. If at any time you happen to lose your keys, call your community team during office hours to purchase replacements. If you lose a key after hours, you’ll need go ahead and call a locksmith to help you get in your home and then get a replacement in the morning (some communities may have a courtesy officer available after hours to help you access your home – so check with your community team.)
If you decide you’d like to have your home rekeyed for any reason, you’ll need to run it by your community team before changing your locks. The same goes for adding any new locks, like a deadbolt or sliding door bar. Just remember, the office must have a copy of all the keys that open the locks on your door. That way, they can easily get inside during emergency situations or to fix maintenance issues.
Some of our homes come with alarms already installed. If you don’t have an alarm and would like to add one, please reach out to your community team to get the green light. Once it’s installed, don’t forget to give your management team the security code and any special instructions in case they need to get in your home during an emergency.
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A/C Tips For Cooler Living
We know how important it is to stay cool during the hotter months, without blowing up your energy bill. So here are just a few tips to help you get the most out of you’re A/C and stay comfortably cool, no matter what the temperature outside may be!
• Set your thermostat at a comfortable temperature and leave it running – turning it on and off while you’re away actually increases your energy consumption and means it will take longer to cool your home.
• Check all your vents and make sure they are open. If you have any large pieces of furniture in front of vents, consider a little rearranging to make sure you’re not blocking any air flow.
• Keep your interior doors open as much as possible to create better air circulation throughout your home.
• Make sure you don’t have any items stored in your utility closet.
Your service team will take care of any preventative maintenance on your HVAC system, including replacing your filters – so you never need to worry about fixing your system on your own! Sometimes potential issues develop between inspections, though, so if you ever notice any of the following, please let your service team know as soon as possible:
• Exterior doors or windows not sealing or closing properly
• Any moisture in your utility closet
• An air filter that looks like it needs replacing
• A lack of air flow from your vents when the system is running
NestTM Thermostats
Some of our homes are equipped with Nest Learning ThermostatsTM – to help you make the most of your energy savings while enjoying a level of convenience that makes better living easy. If you have a NestTM thermostat, you can visit www.cortlandpartners.com/nest to get acquainted with your thermostat, learn what you need to do to set it up the way you want, and who to contact if you need help!
Housekeeping
To really enjoy better living, we highly recommend that all of our residents give their homes some extra care to prevent common maintenance problems from popping up! Here are some key areas where a little housekeeping will go a long way.
What Not to Flush or Put down Your Drains
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Nobody likes a clogged drain, but plumbing issues in an apartment building can be a real issue, not just for you, but also for your neighbors.
The key to avoiding plumbing issues at your community is to remember that toilets and drains are not trash cans! The toilet was designed to only handle water, toilet paper, and, well, you know what else. The following items should never be flushed down your toilet (or put down your drains/garbage disposal):*
• Household Trash: plastic of any kind (including bags), paper towels, fat/cooking oil/grease, cat litter, cigarette butts, coffee grounds, fruit stickers, disposable mops, duster heads, paint, chemicals, solvents
• Personal Care Products: bathroom/baby wipes, diapers, bandages, wrappers, condoms, cotton balls/ swabs, dental floss, facial tissue, feminine hygiene products
• Medical Supplies: hypodermic needles, medications, vitamins, supplements
• So, the next time you’re ready to flush, make sure you’re only sending drain-friendly items off on their
watery way!
*Even if an object is small, and even if it says “flushable” on the package, if the item is on this list, please don’t flush it!
Organic Growth Prevention
When you don’t properly care for you home, you’re at a higher risk for organic growth (mold and mildew) to sprout up in your living spaces. We know going organic is cool and all, but this is a different type of organic growth you definitely want to avoid. Here are some tips that can help keep organic growth outside of your home:
• Spruce up your space often, dusting and disinfecting routinely, especially around areas where moisture likes to hang out (like countertops, windows, and window sills). Also, be careful to thoroughly soak up any spills on carpets or flooring.
• Houseplants are great, but try to limit the number you have inside to ward off extra humidity.
• Keep closets well-organized – when too many clothes pile up, it’s hard for air to circulate. And, check clothes when they come out of the dryer to make sure they’re completely dry before stashing them away!
• In between each dryer use, loosen the lint and toss it in the trashcan, clear away any condensation, and make sure your vent is securely connected to the dryer.
• When it’s nice and dry out, let fresh air and sunlight stream in through your windows. But, be sure to safely seal windows and doors during damp conditions to prevent moisture from building up.
• When bathing or showering, switch on the exhaust fan and allow it to run until all water has evaporated.
• Let the kitchen exhaust fan suck in any steam emitted from cooking or running the dishwasher.
• Look under sinks every now and then to check for potential leaks.
• Make sure all heating, ventilation, and air conditioning ducts are kept clear from any blockage, like large pieces of furniture, so they can circulate air properly.
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• Consider using a personal dehumidifier when it gets overly muggy outside.
• Keep a comfortable temperature inside your apartment – even while you’re away!
Any run-ins with the following? Please let your service team know immediately, so they can clear it up for you.
• Excessive moisture or clues that there’s been a water leak
• Signs of mold or mildew
• Glitches with your heating, ventilation, or air conditioning
• Windows or doors not working quite right
• Musty, stinky, or odd odors Clean Pest Prevention
We’re proud to provide pest control services to all of our communities; yet clean prevention isn’t just about pest control – it’s about happy, healthy living! To help keep our pest control as effective as possible, we ask all of our residents to do their part to keep homes clean and free of clutter. If you ever spot signs of pests in your apartment home, please reach out to your service team immediately. And, start incorporating these clean prevention steps into your daily routine to help keep pests out of your home and your community:
• Wipe up messes and spills immediately.
• Avoid leaving dirty dishes in the sink, on counters, or in other rooms.
• Don’t wait to store or throw away food after eating. Promptly store food in sealed containers and/or throw away food or empty containers such as pizza boxes, takeout containers, pet food containers, etc.
• Ensure all food items in the pantry are stored in sealed containers and not left open.
• Be careful not to leave trash out in your home or on your patio or balcony.
• If your community offers valet trash service, keep trash bags closed and stored in your valet trash container, available for pick up daily. If not, keep your trash bags in a container with a lid and take them to your community’s dumpster or compactor daily.
• Don’t leave magazines or old newspapers stacked up in your home, and be sure to store cardboard
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containers above ground level – roaches and mice are known to feed off them!
• Straighten up regularly and clear the clutter so pests can’t find convenient places to hide.
• Use your bathroom exhaust fan when showering and take other steps to keep your home dry so you can ward off pests that love wet environments. Also, let your service team immediately if you spot a leaky faucet or broken pipe.
Patios & Balconies
Sometimes looks are everything, especially when it comes to keeping patios and balconies clean and tidy. An attractive appearance can make all the difference for residents returning home after a long day – feeling right at home again, as they walk through their well-kept community. So, in an effort to allow residents to enjoy their outdoor space and maintain an inviting environment, here are a few tips to keep your outdoor area easy on everyone’s eyes:
• Make sure the only items on your patio or balcony are outdoor furniture or plants. Items like rugs, linens, clothing, appliances, trash, bicycles, etc. need to stay inside.
• If you’re in the mood to grill, your community has some great grilling areas for you to use. However, if you have your own grill, talk to your community team about storage options. And if you do decide to fire it up, remember that you need to keep it at least 15 feet away from any buildings and not on your patio or balcony.
Good Neighbor Behavior
Who makes the best neighbors? We think good neighbors do! And really – it’s not so hard to pull off when everyone follows a little neighborly advice!
While we want all of our residents to live it up in their living spaces, we also want to give neighbors the comfort of being able to enjoy uninterrupted home time, too. So here are a few tips to turn the volume down on potential noise complaints:
• Sync up your schedule with your community’s quiet hours (typically 10:00 PM to 8:00 AM).
• Make sure the sound on your TV or speakers isn’t making its way outside your home.
• If you’re an upstairs neighbor, try not to jump around or walk extra loudly. Try to take off hard- bottomed shoes, like heavy boots or heels, as soon as you walk in the door, and if you have hard flooring, consider sprucing up your space with more rugs, especially in your entryways and hallways.
• Keep in mind that nighttime is probably not the best time to start rearranging your furniture, hanging pictures, etc.
As a side note, getting to know your neighbors might be helpful in resolving any noise issues on your own. But, if you need our help, please call your community team any time – they’re always happy to work with you and your neighbors to help smooth things over.
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YOUR YOUR
community safety


Your safety is always our top priority – and while we can’t ever guarantee safety or security,
the sense of comfort you feel in our community is very important to us. Our communities have various features and policies in place to help safeguard our residents and our communities. However, the best manager of your safety is you. So, here are some steps you can take to better protect yourself and your belongings from (and during) potentially unsafe situations.
Note: Some of the information in this handbook may not apply to you or your community. Always check with your community team and consult your lease agreement if you have a specific question about a community policy, practice, or living requirement.
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YOUR
pets


We love four-legged family members – and
we gladly welcome them at many of our communities! Our pet-friendly communities are devoted to helping your pet love life in your community, too – and offer bark parks and other amenities designed with your pet in mind. To live in a community where all of our two-legged and four-legged residents can bark up some fun times together, here is a refresher on our general pet policies to please adopt!
Note: Some of the information in this handbook may not apply to you or your community. Always check with your community team and consult your lease agreement if you have a specific question about a community policy, practice, or living requirement.
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