Management Implementing Partial Shut Down

March 16, 2020

Dear Residents of Twin Ponds,

The health and safety of our residents, employees, and business partners is our number one priority. We have put this into place to promote the ongoing health and safety of our residents, employees and community as a whole while ensuring seamless service operations for our residents throughout this outbreak. 

As a preventative measure, we have decided to partially shut down our management services for the next few weeks, effective March 17th. After carefully reviewing all the material that is available to us, we feel it makes the most sense to minimize the interactions our staff and contractors have with the residents of Twin Ponds at this time. We feel that being proactive is our greatest defense and we care about your well-being. Our office will be closed for the next few weeks. If we need to extend the time frame, we will notify you.

Most of you communicate with us via email, your portal and phone calls. To be honest, you will hardly notice the change other than physically seeing us in the office. We have set up a schedule with our employees to field phone calls and emails throughout the day. Our voice mail will be checked on a regular basis and we will return all necessary calls. If you email us, we will respond.

 

The biggest change during this time will be how routine maintenance is handled. We feel it is very important to “lay low” and minimize contact with one another for now. We are asking that our residents handle as many of their own non-emergency calls as they can during this time. A small example of calls we get routinely are changing light bulbs, plunging clogged toilets, changing batteries in smoke detectors and lock outs. 

We are certain that many of you can handle a lot of these routine calls on your own and we are asking that you assist us in minimizing contact with one another. You should have batteries, light bulbs and a plunger on hand. To prepare for an accidental lockout, please make sure that everyone in the home has a key, or you have given a family member or neighbor a key to assist you.

We want you to know that if you do need help with any minor maintenance you are trying to handle on your own, we will gladly assist over the phone. In some cases, we can even use facetime to assist you. If you contact us for a routine call and you need materials, we can even drop off some materials to your door depending on our inventory and if we deem the work is necessary. 

You are still free to submit maintenance requests through your portal with the understanding that these calls will be piling up during the temporary shut-down. There will be no way to predict how long it will take to get to your request. Please only submit necessary requests.

In the multi-family buildings, we have instructed the cleaners to do a thorough cleaning of the door handles, both in and out of the buildings as well as the intercoms. The sanitation obviously changes with every resident that enters or exits. We need to ask our residents to be responsible to yourself and one another. Please bring a disinfectant wipe or a paper towel with disinfectant on it with you and wipe down the door handles every time you come and go.

As far as emergencies go, we are here for you 24/7. We will be checking voicemail every hour throughout every day, from 8:30am and 4:30pm. If you have an emergency anytime that cannot wait to be heard during our hourly voicemail check-ins, please contact our regular emergency line at 1-617-785-2001 any time of the day. Some examples of emergencies are no heat, no hot water, leaks, fire, etc. 

We will be collecting rent exactly as we are now according to your lease. We have set up a schedule with our employees to process online payments, collect checks, make deposits, etc. Your rent is due on the 1st with a seven-day grace period. If you were served an eviction notice this month, be sure to pay your rent before the demand expires.  If your personal circumstances require and you absolutely must pay late, it is your responsibility to contact Management and propose a payment plan to remedy the default before the Demand for Rent expires. The payment plan must be acceptable to Management and if it is, it must be adhered to. 

If you are not set up through the portal, we encourage you to get set up so that you do not have venture out and use paper checks. Making payments online using your checking account and routing number are free! If you wish to be set up, let us know and we will send you an email or text with the link. The portal is very easy to use. We can show you how!

During the partial shut-down, we will not be accepting packages. We have met with Amazon and they are instructing drivers to deliver packages to your home address.  It is extremely important that you set up your own deliveries according to how you wish to receive them. For example, requiring a signature ensures you would need to be home to receive a package. Again, we will not be receiving any packages during shut down. A notice has been posted at the door for all delivery services to bring packages directly to your home. For many of you, your packages will be unprotected against theft and the weather unless you are home. Please plan accordingly.

In closing, please know that the decision to have a partial shut-down was made with you in mind. For most of you, you will not even notice the difference. Our entire staff will be working hard behind the scenes to ensure Twin Ponds is still being managed and our residents are being tended to. We wish to thank you in advance for your understanding and especially with your cooperation regarding routine service requests. 

Be safe and stay home when you can.

Sincerely,

The Management

 At Twin Ponds at Nashua