Resident Guides & FAQ
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 residence 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 during our normal business hours. If the day you are entitled to occupancy falls on a Saturday or Sunday, we will setup an appointment for you to pickup your keys. All deposits and rent due must be paid 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.
We have made every effort to have your home prepared for your move in. At the time you signed your rental agreement, you were provided with a Move-In Inspection form. You should complete this document and return it to our office within seven days of receiving your keys. The Move-In Inspection form is for your protection. You should list any pre-existing conditions of wear on this form, as well as the need for repairs. We will utilize this form when we conduct the move-out inspection when you vacate the property. It is, therefore, in your best interest to carefully complete the form.
Payment of Rent
Your rent will be due on the first day of each month in our office. Rent is paid based on receipt in our office, not the postmarked date. For your convenience we offer payment online through the residential portal of our website. This service will assist you with your rent being timely paid and you will not be charged a late fee due to a post-office delivery delay or a lost check. Late fees will be assessed after your rent is due.
Late Fee Policy
If your rent is received one or more days late 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.
Your rental agreement states the amount you will be charged for each returned check. Our current fee is $35.00 for each check returned. 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. Depending upon the date the check is returned, you also may receive a three-day notice of non-compliance with your rental agreement.
When you signed your rental agreement, you gave us a deposit to cover any potential damage to the property, cost of cleaning at the end of your residency, or unpaid rent. YOUR DEPOSIT MAY NOT BE USED AS YOUR LAST MONTH’S RENT.
Approximately two weeks prior to your scheduled move-out date, you will receive a letter from our office that outlines your responsibilities regarding the move-out. Generally, we want to receive the property clean, and in substantially the same condition as on your move in, normal wear and tear expected. We do require that all carpets be professionally steam cleaned using a receipt for the service as proof of compliance. Please contact our office if you require a reference for a qualified company to do this work.
Deposits will be returned 30 days after your lease ends 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 numer at or before the time you are given your keys.
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 and repairs are generally the items of most concern to our residents. For maintenance emergencies during 8:30am-5:00pm, please call our office at (518) 798-0674. After 5 pm all emergency maintenance calls are to be made to (518) 832-1369 after hours answering service.
Minor maintenance issues should be reported to the leasing office during normal business hours. 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 request must be in writing. Your may use fax, hand written request or web site request in the resident section of the site.
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 may 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-urgent maintenance requests, please drop off your written request at our main office, mail or fax to (518) 743-9653. You can also login to your resident account at the Residents page and complete the work order request. Be sure to provide us with the best possible time to reach you.
If the item is urgent and it is during regular business hours (Monday – Friday, 8:30am to 5:00pm), you may call or stop at our office to report the problem, or print and fax our form. To report emergency maintenance needs be sure the receptionist is 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. A toilet is clogged in an apartment with only one bathroom. 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 could be charged for the 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 steam process, with a copy of the invoice submitted to the leasing office upon vacating.
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 office.
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 Receive A 3-Day Notice When The Rent Was Only 6 Days Late?
The rent is due on the first of the month. If the rent is not posted in our office by the fourth we serve a 3-day notice.
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.