Harbor Village Policies and Procedures Handbook

Transcription

1 Harbor Village Policies and Procedures Handbook 2016

2 Hours of Operation Business Office and Club Room: Business and Fitness Center: Pool: Monday-Friday: 8:30 a.m. - 5:30 p.m. Saturday: 9 a.m. - 5 p.m. Sunday: 1 p.m. - 5 p.m. Every Day: 24 hours Every Day: 10 a.m. 9p.m. Important Numbers for Your Reference Business Office: Phone: (804) Fax: (804) Emergency Maintenance After- Hours: (804) Fire, Police, and Medical 911 Emergency: Non-Emergency Police: (804) Dominion Virginia Power: 1-(888) Marshall Bros. Towing and (804) Recovery:

3 Apartment Upkeep All trash is to be disposed of in the trash compactor located on the corner of Clipper Way and Shellfish Court. Please be sure not to leave any trash outside of your apartment or outside the dumpster as it attracts pests and rodents. Any trash left outside will be disposed of by Harbor Village at the resident s expense. (A minimum of $15.00 per bag) If you are unsure if an item should go into the compactor, contact the Business Office at Make sure to break down any large boxes before putting them into the compactor. All residents are responsible for off-site disposal of trash that will not fit in the compactor such as couches, mattresses, and similar items. Harbor Village does not permit grills of any kind on the patios or balconies. Our community has several grills available at various locations around the property for your use and enjoyment. When you are finished, please clean up so everyone can take advantage of this amenity. Harbor Village requires that patio and balcony areas be neatly kept. We allow only outside furniture, living plants, and bikes in these areas. Please refrain from hanging any clotheslines or clothes in these areas. We also ask that you not use tiki torches on your patio, as they are combustible and present a fire hazard. If you would like to make any permanent additions to your apartment, be sure to obtain written permission from the Harbor Village office in advance of your request. Any changes made to the apartment without this will result in a charge to the resident upon move-out. If you would like to add another individual to your lease, please contact the leasing office for details. Only those listed on the lease should occupy the apartment. In the event that you wish to add a pet to your lease, be sure to notify the business office immediately for details. Failure to do so will result in a penalty. We require dogs to be leashed when outside, and that any animal waste be disposed of by the owner. Harbor Village has pet waste disposal stations located at various locations throughout the property for your convenience. Any pet waste not disposed of properly will be removed by Harbor Village at the expense of the resident. It is our goal at Harbor Village to maintain a peaceful, quiet community. Should you have any problem with noise, please contact the business office right away so we can remedy the problem quickly. If the problem occurs after hours, please contact the community coordinator at the number listed in your Harbor Village Resident Courtesy Agreement.

4 Apartment Features and Amenities Your apartment has several amenities that are meant to create a more carefree and simple lifestyle for you! Please note the following apartment features: Garbage Disposal The switch for the garbage disposal is found on the wall behind the kitchen sink. Be sure to have water running when you turn it on. If your disposal stops working, look below the sink and search for the reset button underneath the cylinder shaped object. If this does not work, call the Business Office to submit a maintenance request. Light Dimmer in the Ceiling Fan The switch to dim the light in the ceiling fan over the dining room is located directly to the right of the light switch. This tiny switch should be all the way up for the light to be at its brightest and can be dimmed as it is moved downward. Icemaker Each freezer comes with a built in icemaker. Be sure the wire handle is down to begin making ice. If your icemaker is not producing ice, call the Business Office to submit a service request. Reset Buttons If the power goes out in your bathrooms, check the outlet in the hall bathroom for a red reset button. This will control the power for the hall and master bathroom. If the reset button does not work, call the Business Office to request maintenance service. There are also reset buttons in the kitchen that control various power sources throughout your apartment. If you have power loss in certain areas of your unit, first try these reset buttons before calling the maintenance department. If you have complete power loss throughout the entire apartment, call Dominion Virginia Power at Shut Off Valves If you have any leaking water in your apartment from a sink, an appliance, or a toilet, the shut off valves are located nearby to stop the flow of water. Look below the kitchen sink for the shut off valve for the sink, the garbage disposal, the dishwasher, and the washing machine. The valves for each toilet are located behind them near the ground. Uncontrollable running water is an emergency and can cause considerable damage to the flooring and walls in your apartment. Be sure to contact the Business Office immediately or call the Emergency Maintenance pager after hours at the sign of leaking water. Business Office: Emergency Maintenance After-Hours: (804)

5 Harbor Village Parking Policy In order to effectively track vehicles and owners as well as discourage non-resident parking, Harbor Village enforces the following parking policy: 1. Residents are responsible for their guests at all times. GUESTS must park in marked guest spaces. (Between 2 blue lines.) Guests not parked in designated guest spaces will be towed at the vehicle owners expense. Residents may not store vehicles in guest parking. Cars parked in guest parking for 7 days or more will be tagged. If they are not moved within the specified time period on the tag, the vehicle may be towed. 2. Cars parked in fire lanes or other no parking areas will be towed at the owner s expense even if the car has a sticker. (Unmarked spaces, fire lanes, grassy areas, etc.) Cars taking up 2 spaces or not parked between the lines may be towed. 3. A sticker does not guarantee you a parking space, but gives you the right to park in the Harbor Village parking lot. There is guest parking in every court. If there are no spaces left in your court, guests must park in another court or park off of the premises. 4. Your parking sticker must be clearly and securely displayed on your rear window in the lower right corner. 5. If your sticker is damaged, you may obtain a new one, at no charge, by returning the old one. 6. If your sticker is lost, you may obtain a replacement for $ (Be sure to switch your sticker to your new car if you purchase a new vehicle.) 7. Temporary passes are issued for one week in the event you change vehicles. Be sure to call the Leasing Office during business hours if you need a temporary sticker. If it is after business hours or the weekend, be sure to park in guest parking until a temporary pass can be given to you. 8. A maximum of 2 stickers will be given for each apartment at no cost. You must have registration in the name of the leaseholder to get a parking sticker. 9. All parking stickers must be turned in to the Leasing Office upon move out. There will be a charge of $75 per sticker that is not returned. 10. No vehicles may be stored and/or garaged on the property including boats, waveriders, etc. Parking lots are intended for the ingress and egress of vehicles and should not be used for any other purpose, to include rollerblading, and skateboarding. If you have any questions about a towed vehicle, please contact Marshall Bros. Towing &

6 Updated Pool and Community Safety Rules For safety reasons and in accordance with the Henrico County Fire Code, no grilling is allowed on either patio or balcony areas. Harbor Village has provided outdoor grills at various locations on the property for use by the residents only. For your safety, no space heaters or kerosene heaters are allowed in your apartment. The pool will be open during the summer season from 10 a.m. to 9 p.m. and is for use by Harbor Village residents only. An adult must accompany all children under the age of 16 in the pool area. Harbor Village allows up to two guests in the pool area as long as a resident accompanies them. Residents must have their pool pass with them. Absolutely no glass containers or alcoholic beverages are permitted in the pool area. No running or horseplay is permitted in the pool area. Anyone remaining in the pool area after hours is subject to arrest by the Henrico County Police for trespassing. The owners and management of Harbor Village accept no responsibility for any accident or injury in connection with pool usage. Please be aware: NO LIFEGUARD ON DUTY ALL SWIMMING IS AT YOUR OWN RISK. Failure to abide by all of the rules and regulations of the pool may result in loss of privileges. Please remember that residents are responsible for actions of their guests.

7 Clubhouse WiFi Dear Valued Residents, Harbor Village strives to be better than the best through our exceptional customer service, unsurpassable clubhouse, and first-class amenities. We want our residents to truly know what it is like to be inspired by the setting and captured by the service. Please take advantage of our free WiFi service while you are in our clubhouse. Wireless ID: Harbor Village Passcode: pondhouse14

8 Renewal Policy Renewal procedure: Each resident will receive a renewal letter sixty days before his or her lease is due to expire. The Lease Options page, which is attached to every renewal letter, must be signed and returned to the leasing office within 2 weeks in order to renew with Harbor Village Apartments. Renewal Guidelines: 1. Any past due balances (rent, water, electric, maintenance, etc) will need to be paid before any renewal options can be offered. Roommate Addition/Deletion Form If you would like to add or remove a roommate from your lease you must go through The Leasing Office to fill out the proper paperwork. To Add a roommate: An application must be filled out and an application fee paid. We would qualify the new applicant per our guidelines. If new applicant has adverse credit, a higher security deposit will apply. A roommate addition/deletion addendum must be signed by all parties before the addendum is valid. To Delete a roommate: Remaining roommate must qualify on their own before any lease holder can be deleted and fill out a new application. If remaining roommate does not qualify on their own, they have the option of getting another roommate OR having a guarantor. A roommate addition/deletion addendum must be signed by all parties before the addendum is valid. Lease Takeover: If all lease holders names are being taken off the lease, a $300 Lease Takeover Fee will be due prior to being added on to the lease. All balances must be paid off prior to current resident(s) being taken off of the lease. The new resident(s) will be required to sign an As Is Addendum. All parties must sign a Roommate Add On/Delete form. Please see the office for more details. *Please note that only one (1) amendment to the lease will be accepted during any 12 month period.

9 Apartment Transfers Harbor Village allows you to transfer apartments during the duration of an active lease with the following requirements: Resident must have been living at Harbor Village for at least three (3) months. Resident must be in good financial standing with Harbor Village. This means you do not have a balance on your rental account or water account. Resident is required to give a thirty (30) day notice. A Pre-Transfer inspection is completed by the Facilities Manager. A transfer fee of $1, is required upon receipt of notice to transfer. A Few Reminders 1. Rent is due on the first (1 st ) of each month. A late fee and $20 attorney fee will be assessed to all unpaid accounts after the fifth (5 th ) of the month. Please contact the office with any questions on your late fee. There is a drop box located at the front of the clubhouse should you pay rent after office hours. Only a payment in certified funds will be accepted for rent paid after the fifth (5 th ) of the month. 2. Please make rental payments with one check and make sure your current address is listed on the check. 3. All payments made to Harbor Village that are returned for any reason will result in a late fee and a $40 return check fee. This will be added to the resident s account. If there are three (3) or more checks returned, resident will only be permitted to pay in certified funds for the duration of their tenancy. 4. If you lose something on the property or find a lost item, please stop by the Business Office to record the item. 5. Please be sure to return the Move-In Condition Report to our office within 5 days of your move in date. List all pre-existing conditions to avoid being charged for items when you move out of your apartment.

10 6. In order to protect your privacy, no soliciting or any kind of door-to-door sales is permitted on the property. If you see anyone placing flyers on the doors that are not a staff member, or knocking door-to-door, please call the non-emergency police at All packages delivered while you are away from home will be kept at the Business Office. Please pick them up quickly, as they tend to pile up. 8. Drinking alcoholic beverages openly on the property is not allowed. Please refrain from drinking in the parking lots and surrounding areas. 9. Satellite dishes are allowed under certain guidelines. Please contact the Business Office for copies of the Satellite Dish Procedure. Lease Break We are sorry to hear that you are interested in breaking your lease. Below you will find the option available to you. Please let us know as soon as possible. This option alleviates you from all financial responsibility to Harbor Village, once all fees and rent are paid. This option requires (60) sixty days notice. The notice may be given on any day of the month. The Lease Break fee is equivalent to (2) two full months of market rent. This fee is due at the signing of the Break Lease Agreement. Any specials are due back as well. You will also be responsible for rent until your (60) sixty days are complete. Vacating Your Apartment Upon termination of the Lease, residents must completely vacate the premises, including the removal of all of his or her property. No right of storage is given by the Lease, and Harbor Village has no duty to protect the resident s possessions against loss. In the event that the resident s property is not removed, Harbor Village may dispose of the same at its discretion, without any liability of the resident for loss or damage. The resident shall pay the cost of the removal of such property. Harbor Village will dispose of any item left behind by the resident. Before departure, the resident shall turn over to the landlord the premises, all its fixtures and equipment in good and substantial repair; thoroughly cleaned and in sanitary condition, reasonable wear and tear accepted. Harbor Village will inspect the premises, in the resident s presence if requested by the resident, to verify the condition of the premises and its contents. Residents shall undertake the following immediately prior to vacating the premises so as to return it to the condition specified in this paragraph but not limited to: a. Oven, refrigerator, sink, kitchen, appliances, cabinets, countertops, and floors cleaned. b. All carpets must be professionally steam cleaned prior to move out unless you paid a Restoration Fee at time of application. Submit your receipt to the office when turning in your keys. If no receipt of carpet cleaning is submitted, the amount

11 charged for carpet cleaning and damages will be deducted from your security deposit or billed directly to you. c. Walls, molding, and doors cleaned of grease, paint, pen, and pencil marks, dirt, dust, and fingerprints, etc. d. Tub, sinks, cabinets, etc., in all bathrooms cleaned. e. All door and mailbox keys returned. f. Stairs cleaned of dust, debris, etc. g. Patios, balconies swept and cleaned. h. Closets emptied of hangers, boxes, and trash. i. Windows, mirrors, glass cleaned, and mini-blinds cleaned. j. Windows: All windows and glass doors must be covered by white or white lined conventional draperies. Mini-blinds as provided by Harbor Village are the responsibility of the resident and must be cleaned and maintained. On or before the expiration of the lease, all copies of the keys must be returned to the offices at 2370 Harpoon Court, Richmond, VA Failure to do so will result in a charge to the resident to replace or re-key all locks. Move Out Guide In the event that you do not decide to renew your lease agreement with Harbor Village, we have assembled the following guidelines for you. If you have any questions, please do not hesitate to call us at Security Deposits: If you elected to have a security deposit, our goal is to refund 100% of your security deposit, plus interest if here over 13 months, in accordance with the Virginia Residential Landlord and Tenant Act. In order to receive your full deposit and any interest that may be applicable, your apartment should be left in the same condition as when you moved-in, clean and in good repair. At the discretion of Management, reasonable wear and tear will be given due consideration, as will any damages reported when you moved in. Please note that charges to your security deposit will reflect the amount due for your final water/sewer bill. 2. Sure Deposit Program: Those who participated in the Sure Deposit Program will not be refunded the $87.50 for the bond purchased prior to move in. If you paid a security deposit in addition to the bond please follow the security deposit guidelines outlined above. If you only purchased the bond you will be billed directly upon move out for your final water bill, carpet cleaning, and any labor or damage charges. You can expect an accounting of your security deposit return within 45 days of your move-out as provided by the Virginia Residential Landlord and Tenant Act. 3. Cleaning your apartment: All appliances, shelves, cabinets, drawers, tubs, tiles, sinks, mini-blinds, light fixtures, doors, windows, walls, and floors must be

12 clean and completely free of dirt, dust, grease, grime, spots, and residue. Carpets must be professionally steam cleaned. Please contact the office if you would like recommendations on carpet cleaning companies. 4. Move out inspection: We urge you to be present for your move out inspection. Please schedule move-out inspections at least one week prior to your move out date. At the time of your inspection, your apartment should be completely empty and cleaned and you should be prepared to return your keys. Please note that the move out inspection is merely an estimate of charges and is NOT a final statement of obligation. 5. Keys: The inspector will collect keys at the time of your move out inspection if you are present. Otherwise, all keys must be turned into the Business Office by noon the day your lease expires or you will be charged for each day that keys are not returned. 6. Damages: You are responsible for any and all damages to the apartment not reported at move-in. If you did not return your move-in condition report to our office within 5 days from your original move-in date, you will be responsible for all damages in the apartment. HELPFUL HINTS: A large percentage of damage charges result from smoking and/or pet damage. The following information may be useful to you in determining how much of your deposit you can expect to be refunded. Pet Damage While carpet may be professionally steam cleaned and appear to be in good condition, during turnover carpet and pad are checked for pet damage. Additional charges may result for carpet repair or replacement if necessary. Smoke Damage As smoke permeates all areas of an apartment, smokers apartments typically require extensive work to prepare them for the next resident due to discoloration and odor problems. Often Window treatments may also need to be replaced if they are discolored. Finally, carpets may need to be treated with a deodorizing agent. Additional coats or paint, kilzing, window treatment replacement and carpet treatments will result in charges to the resident. *If you have changed the paint color on your walls, your account will incur a charge for our painter to paint them back to the original color. If your walls are painted a deep dark color, the price may be a bit higher. Appliances

13 As indicated above, appliances should be free of dirt, dust, grime, grease, spots and residue. This includes the drip pans on your stove and the range hood and filter. Replacement of drip pans and/or range hood filters will result in charges to your account, as will additional cleaning that may be required. Water/Sewage Bill Your final water/sewer bill will be reduced from your security deposit when you move out. Please verify with our office the billing cycle dates to avoid duplicate payments. Emergency Maintenance List Below is a list of items which are deemed emergency maintenance by Harbor Village. The items on this list will be responded to after regular maintenance hours, which are Monday through Friday 8:00am to 4:30pm. If you have a have a non-emergency call after hours, you may call and leave a detailed message regarding the service that needs to be addressed. Your non-emergency maintenance request will be responded to within 48 hours (weekdays) and 72 hours (weekends).

14 Should you have an emergency (as listed below) after business hours and need to reach someone, please call emergency maintenance at (804) Please note that technicians will not respond to any calls in which they are unable to contact the resident: - Uncontrollable running water including pipe leaks, sewer back up or hot water heater leaks. - No heat (in winter when the temperature drops below 50 degrees F; if emergency heat is not working, they will come out). - No air conditioning (in summer when temperature exceeds 80 degrees F). Be sure to call before 8 p.m. - Being locked out of your apartment. Proper identification with the correct address will be required to gain access to your apartment. Please note that there will be a charge of $25.00 to the resident after office hours. If it is after 10:00 pm the charge increases to $40.00, M-F. Weekend charges will be $40.00 after office hours. - No electricity. Call Dominion VA Power if you lose electricity to entire apartment at Refrigerator not working. - Entrance dead bolt not working. - Both toilets are out of order. - No hot water. (Weekends only until 9 p.m.). - Any other situation that could endanger you, another resident, or the property. - Broken window or an unsecured door. Please call 911 and not Harbor Village in case of a fire or other major emergencies. NOTE: Garbage disposals/clogged sinks are not considered an emergency. Please be very careful not to overload your disposal. Be sure water is running while the disposal is in use. Any service calls due to any foreign objects, overloading, abuse, etc will be charged to the resident. Resident may be billed for an emergency item when resident is at fault for causing incident. (Resident will be charged $35 per hour for such incidents I hour minimum.)