Frequently Asked Questions
Pay Your Rent Online
Emergencies/Maintenance Emergencies
Laundry Services Questions
Amenities Questions
Utilities/Cable
Parking
Renters Insurance Questions
Pet Policy
Noise Complaints
Lease Questions
Pay Your Rent Online
How do you pay your rent on-line?
Click on the Pay Your Rent instructions.
Emergencies/Maintenance Emergencies
What do you do when you have an emergency?
If you have a medical emergency call 911 immediately.
If you have maintenance emergency contact the Management Office (301-657-3616) and a maintenance technician will be dispatched to your apartment.
If you have an after-hours maintenance emergency, contact the Management Office (301-657-3616). Give them your name, address, and brief description of the maintenance emergency and she/he will contact the on-call maintenance technician.
What is considered a maintenance emergency on the weekends?
Maintenance Emergencies on the weekend consist of sewer backups, floods, fire (please contact fire department if you have a fire), no air conditioning, no heat, gas fumes, no electricity, clogged toilet (if you have only one bathroom), and a clogged kitchen sink.
Is there an additional fee for a maintenance emergency?
There are no additional fees for maintenance emergencies other than a lock out. See below for details.
What happens if I get locked out of my apartment?
If you are locked out during office hours, come to the Front Desk. You will have to verify that you are a leaseholder, once that is verified then a spare key will be provided. The resident is required to return the key the same day that it was issued.
If a resident is locked out of his or her apartment outside of office hours, the individual should contact the front desk attendant. The resident must provide photo identification and a service technician will be contacted. There is a $50 service fee that may be paid by personal check or invoiced to the resident account. The resident must sign the service order if he or she wishes to be invoiced.
Laundry Services
What happens if the washer or dryers malfunctions?
Call 1-800-MAC-GRAY immediately and tell them the floor number and the sticker number of the machine (see label on machine). Also, please notify the front desk (301-657-3616) to report the problem as well. In the meantime, you may use the laundry room on another floor.
What happens if the laundry card malfunctions?
If your laundry card is not working, you will need to purchase ($5) another card from the front desk. The new card will already have a $3 balance on it for your use. The laundry card which no longer works, will need to be returned to Mac-Gray and any money on the card will be sent in check form directly to you from Mac Gray.
Should you need to add additional money to your laundry card; the machine will only take $10 or $20 bills.
Amenities
What are the Fitness Center hours?
The Fitness Center is available to all residents 24 hours/7 days a week by using the Fitness Room Key, provided at move-in.
Fitness Center rules and regulations
What are the Swimming Pool hours?
Swimming Pool: New 2010 schedule coming soon!
Sundeck: New 2010 schedule coming soon!
Who is allowed to receive pool passes?
All leaseholders and approved occupants are permitted pool passes. Each apartment will be given one (1) guest pass for the year.
Utilities/Cable
Are we allowed to have satellite dishes?
Satellite and Antenna Addendum
See addendum for details pertaining to the policy.
How do I get Cable TV?
You can contact Comcast 1-800-Comcast to receive the latest incentives on cable services.
Comcast link on Resident Corner webpage
Parking
What is the parking policy?
What forms do I need to provide Management to get a parking sticker?
The resident also needs to complete a garage information form, located at the front desk.
What happens if my car gets towed? What do I do?
If your vehicle is not in the spot you remember parking it, you may call G&G Towing at 301-588-7090 to arrange to pick up your vehicle. Highland House is not responsible for the towing.
Renter Insurance Questions
Are we required to have Renter’s Insurance?
Renter’s Insurance is optional but we strongly recommend it. If you do not have renter’s insurance and your personal items are damaged due to a flood, fire, natural disaster then it’s the resident’s responsibility to replace those items at the resident’s expense.
Do you have any recommendations?
Yes. We have two insurance agencies located here in Highland House Apartments on the 2nd floor. See the Front Desk attendant for names and numbers.
Pet Policy
What is the Pet Policy?
Highland House does not permit pets. However, we allow an assistance animal. Contact the Property Manager for details.
Noise Complaints
What is the policy on Noise complaints?
Policy:
Lease: 10. Unlawful Use, Disturbances: “Furthermore, Tenant shall not make or permit to be made any disturbing noises or do or permit any act which will unreasonably interfere with the rights, comforts or convenience of other tenants. Tenant shall not play or suffer to be played any musical instrument, radio or television in the Premises before 7:00 a.m. or after 11:00 p.m. that may disturb other tenants. At all times, Tenant shall keep the volume of any radio, television or musical instrument in the Premises sufficiently reduced so as not to disturb other tenants in the building; and shall not conduct or permit to be conducted vocal or instrumental practice or instruction or operate any power tool or radio transmitter at any time. Tenant shall install adequate carpeting or rugs to cover at least eighty percent (80%) of the floor area of the Premises within thirty (30) days of occupancy to eliminate all unnecessary noise unless wall to wall carpet is provided by Landlord. Tenant shall not harass or disturb any employee or agent of Landlord, any other tenant, any occupant of any other premises, or any invitee or guest of any other tenant, nor shall Tenant permit or allow any occupant of the Premises, or any invitee or guest of Tenant, to engage in any such harassment or disturbance.
Recommendation: If you have a noise compliant, contact neighbor first. If further involvement is necessary, then the resident may submit the complaint in writing to the Management Office. The Management Office will send a letter to resident who caused the noise.
Can I call the police?
If the noise compliant occurs after-hours you may call the Front Desk at 301-657-3616 or the Non-Emergency Police at 301-279-8000.
Lease Questions
What is the vacate policy?
Vacate Notice Disclaimer Policy
*Note: Vacate Notices have to be hand delivered to the Management Office.
What is the Lease Renewal policy?
Policy: Management will send the resident a lease renewal letter 75 days prior to your expiration date. Resident has the option to renew their lease for two years, 12-months, 6-months, month to month, or vacate (Vacate Notices have to be hand delivered to the Management Office).
When do I have to notify Management of my decision to renew or vacate?
The resident must notify Management 60 days prior to lease expiration.
What forms do I have to fill out?
If you choose to renew return the signed renewal letter to the Management Office.
If you choose to vacate, you may fill out a vacate notice and submit it to the Management Office. It must be received by the 1st of the month to be in effect for that month and the month after.
My roommate wants to move out, what do I need to do?
Policy: Does not want to get a new roommate.
If the currrent resident does not wish to replace the roommate, then the remaining resident must re-qualify for the apartment on thier own and be processsed as a new applicant.
Which means they need to fill out a new application, pay application fee and be processed through the credit/criminal background checks.
Policy: Wants to get a new roommate.
There will be no need to re-qualify the current resident as long as they have no late payment or returned check within the last 12 months. The new roommate should be processed as a new applicant, which means the new resident needs to fill out a new application, pay application fee and be processed through the credit/criminal background checks.
The roommate leaving needs to fill out a Roommate Relinquish Form.
Recommendation:
a). Advertise a free “Roommate Wanted” Ad on-line in the Highland House classifieds (see Resident Classifieds), Craig’s List, Gazette paper, etc.
If there are additional questions you would like posted on the website please email the Management Office at jmartinez@highlandhouseapts.net
