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Resident Policy Reference Guide

Thank you for choosing a Schermerhorn community. We hope your residency will be comfortable and pleasant. We are committed to providing a professional, courteous experience in all aspects of the services we provide. While you reside with us you may find it useful to refer to the information here, as well as that in your Resident Services & Maintenance Policy Handbook given to you at lease signing.

  • Issuance of Keys+

    The keys to your apartment will be issued on the day you are entitled to occupancy by using a key lockbox. We will send the four digit code to access keys at 8am the morning of your designated key pickup. All deposits, rent due, national grid and renter’s insurance must be paid and in place prior to issuance of keys. Rent will be pro-rated from the date of occupancy through the end of the month on a per Diem basis.

  • Moving In+

    We have made every effort to have your home prepared for your move in. You will be provided with a Move-In Inspection on your online resident portal. You should complete this document within seven days of receiving your keys. The Move-In Inspection is for your protection. You should list any pre-existing conditions of wear on this form, as well as any needed repairs. We will utilize this form when we conduct the move-out inspection when you vacate the property.

  • Payment of Rent+

    Your rent is expected to be paid on the first day of each month. For your convenience we offer payment online through the residential portal of our website or mailed to our PO Box 4810, Queensbury NY, 12804. Rent is considered paid when received in our office, not when postmarked.

  • Late Fee Policy+

    If your rent is not timely you will be charged the late fee as set forth in the rental agreement. Your rental agreement states that rent, late charges, and other legitimate charges will be posted to the resident account. Payments received are applied to the oldest outstanding charge first. If there is an outstanding charge on your account when your rent is due, payments will be applied toward the outstanding charges first and then toward the current rent charge. If the payment is not sufficient to cover past due charges as well as the current rent charge, your current rent will be short. If the rent is short you will incur a late charge. To avoid late charges be sure to pay all rent timely and any charges posted on your account by the time your current rent is due.

  • Returned Checks+

    Your rental agreement states the amount you will be charged for each returned check. You will be charged this fee even if the check clears upon re-submission to the bank. In addition, if the returned check is for payment of rent, you will be charged a late fee through the date the check clears the bank on re-submission or until you provide certified funds to pay for the returned check.

  • Resident Reserve+

    When you signed your rental agreement, you gave us a security deposit to cover any potential damage to the property, cost of cleaning at the end of your residency, or unpaid rent. Upon written notice that you will be terminating your tenancy , you will receive a move out packet from our office that outlines your responsibilities regarding properly returning your apartment. We do require that all carpets be professionally steam cleaned. We will prepare an itemized Move Out Reconciliation indicating the basis for the amount of the deposit retained, if any, and shall return any remaining portion of the deposit to all tenants named on the lease and mailed to the forwarding address provided.

  • Gas and Electric Service+

    For the large majority of our properties, National Grid provides gas and electric service, proof of service is required by giving us your account number three days before your scheduled key pickup.

  • Telephone Service+

    It typically takes a few days to arrange for phone service. Should you require additional telephone lines or phone jacks, it is your responsibility to pay for any changes made.

  • Maintenance+

    For any maintenance emergencies on weekdays 8:30am-5:00pm, please contact the main office at (518) 798-0674 press option 3. For any emergencies after 5pm on weekdays, or any weekend or holiday you should contact our afterhours answering service by dialing (518) 832-1369.
    Non-Emergency maintenance issues must be in writing. We will attempt to complete minor repairs as quickly as possible. Taking emergencies is our first priority, regardless of date or time received. All maintenance requests must be in writing. You may submit a work order on your online resident portal, fax or mail a handwritten request.

    You will be billed for a service call under the following circumstances:

    • - You scheduled a service call appointment where you did not give permission to enter in your absence and failed to be present at the scheduled time.
    • - The problem was caused by improper use of the provided facilities. The classic case is the child who flushes a toy or other item and which results in a clogged sewer line.

  • Specific Maintenance Issues+

    Please pay particular attention to the following maintenance items:

    • - Washing machine hoses. Should a washing machine hose break on a washing machine provided by you, you will be responsible for the cost of returning the property to good condition.
    • - If you have an air-conditioner that is not working properly (i.e., not cooling when it is running), turn the air off. This will prevent further damage or possibility of burning out the components.

Frequently Asked Questions

For information on rental payments, please visit the Residents page.

  • How Do I Report A Maintenance Item?+

    For normal non-emergency maintenance requests, please go to our website https://schermerhornholdings.com/ click resident login and complete a work order request or drop off your written request at our main office in the 24/7 dropbox, mail or fax to (518) 743-9653. ALL maintenance requests must be put in writing to facilitate.

    If the item is urgent and it is during regular business hours (Monday – Friday, 8:30am to 5:00pm), you may call 518-798-0674 click 3. When reporting emergency maintenance be sure we are informed that you have a maintenance emergency. If it is after business hours, call (518) 832-1369. For police or fire emergencies, dial 911 before calling us.

  • What Is Considered An Emergency?+

    The following are examples of maintenance emergencies; the furnace is not working, the main sewer line is backed up, a pipe broke, and water is leaking into the apartment. For a complete detail of emergencies please see your Resident Services & Maintenance Policy Handbook. After hours, (518) 832-1369 call the emergency answering service. If it is after 5pm and before 8:30 am and the call is not an emergency, you will be charged for any non-emergency response.

  • Can I Be Charged For Maintenance At The Property?+

    Yes, if resident damage or neglect causes the maintenance, you will be charged for it. Also, you can be billed for a service call if you miss an appointment where you requested to be present with one of our maintenance technicians, or cause an emergency maintenance response for a non-emergency situation.

  • Can I Install Cable Or Satellite TV At The Property?+

    You must first obtain written permission from us. At some communities you may be prohibited from installing a satellite dish in any location where the dish must be installed on any portion of the property you do not specifically rent, or if its visibility detracts from the marketability and curb appeal. Any cost of installation is an expense of the resident.

  • Can I Install Extra Telephone Lines?+

    Generally yes. However, you must also obtain written permission to do this. All costs of installing extra phone lines are the responsibility of the resident.

  • Can I Sub-Lease The Property?+

    No. The lease agreement clearly states that the resident shall not sublet any portion of the property or assign the agreement without written consent.

  • Can I Rent A Steam Cleaner And Clean The Carpets Myself When I Move Out?+

    No. Your rental agreement provides that all carpets must be professionally cleaned using a professional carpet cleaner, with a copy of the invoice submitted to the leasing office upon vacating, or authorize us to schedule on your behalf at a discounted rate.

  • Can I Get A Pet After Move-In?+

    Not without written permission. For more information, please refer to your rental agreement or contact the leasing department.

  • When And How Should I Give My Notice To Vacate?+

    It is important to refer to your lease for the specific terms in your Lease Agreement. Notice to vacate must be received in our office in writing within the specified number of days stated in the lease. Most leases require a minimum 45-day notice prior to the lease term ending date.

  • I Have Always Paid My Rent On Time. Why Did I Recieve a Certified Default Notice When The Rent Was Only 6 Days Late?+

    The rent is due on the first of the month. If the rent is not recieved in our office by the fifth we are required by law to send notice in accordance with NYS RPL 235-E(d).

  • Can You Waive My Late Charges?+

    No. We do not waive late charges. Fair Housing laws require that we treat all our residents equally. We cannot decide if one resident is more deserving than another of paying late charges, therefore we enforce late charges across the board.

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