Resident Handbook

INTRODUCTION

Welcome…..

We want to welcome you to your new home. We are pleased that you have chosen our apartment community and we want your stay with us to be comfortable and enjoyable. The purpose of this handbook is to:

  • Give you important information about our apartment community;
  • Help to provide you with efficient service and a high quality environment
  • Assist you in caring for your suite and your possessions
  • Save you unnecessary expense and inconvenience

The Montlack Realty Company (“Montlack Realty”) is a real estate management company dedicated to maintaining and upgrading residential properties, so as to provide you, the resident, with a good and pleasant living environment. Our Management Office is located at:

12000 Fairhill Road Ste. 108
Cleveland, Ohio 44120
Phone: (216) 421-8400
Fax no: (216) 421-8491
E-mail: office@montlackrealty.com
www.montlackrealty.com

 

REQUESTS FOR SERVICE/ASSISTANCE

 

The Montlack Realty Office is open Monday-Friday 8 am – 5 pm, Saturday 10 am – 3 pm (by appointment), and Sunday 12 pm – 3 pm (by appointment). Requests for non‑emergency maintenance should be made during those times. The phone number for the Management Office is 216-421-8400.

The Montlack Realty emergency number is 216-538-5388, and should be used for emergency situations ONLY such as:

  • Total lack of heat, electricity, or water
  • Major water leakage
  • Sewage stoppage which you cannot remedy by using a plunger
  • Odor of gas
  • Suspicious activity or a disturbance at the building
  • Non‑operating elevator or garage door

THE EMERGENCY NUMBER IS TO BE USED ONLY DURING EVENINGS, WEEKENDS AND LEGAL HOLIDAYS.

For lock outs, please contact the management office during normal business hours. If after hours, call the emergency number.

When calling the emergency number, leave a message stating: your name, location, type of emergency and a telephone number where you can be reached. The person on call will contact you to discuss your emergency.

Our goal is to provide quality service as quickly as possible. Please be aware that we are often unable to give specific times or dates when service personnel are available for work in your suite. If you are not present when a service call is made in your suite, our personnel are instructed to announce themselves before entering your suite and leave a note when completing the service call.

 MOVE‑IN PROCEDURES

Montlack Realty endeavors to provide a well maintained apartment community. This effort is reflected in the condition of the surrounding landscaping, entranceways and halls. To maintain this condition, Residents are not allowed to move into any suite through a front entrance, so long as his/her suite is accessible to a back entrance. All personal property, especially furniture, is to be moved in either by the back stairs, through the garage or via the elevator.

Move-In Hours

Residents will only be permitted to move in during regular office hours. This will allow a Montlack Realty Representative to personally meet you, issue keys, parking permits and answer any questions that you may have.

Inspection Reports

At or immediately after your move‑in a Management Representative will meet with you to inspect your apartment. A condition report will be completed during this inspection to establish the condition of your suite.

Utilities

Companies providing utilities not furnished by us will require an application be made prior to your move‑in. The following numbers are given to assist you in ordering utility services:

Dominion East Ohio Gas : 1-800-362-7557

The Illuminating Co. : 1-800-589-3101

AT & T : 1-800-288-2020

Cox Cable (Lakewood) : 216-535-3500

Time Warner Cable : 216-538-5357

PAYMENT OF RENT

Payments must be mailed to the appropriate First Merit Bank Lockbox (see welcome packet).

Rent payments must be postmarked by the fifth of each month. Late payments will incur a charge as set forth in your lease. Any check returned for non‑sufficient funds (NSF) will incur a $37.50 charge. Any resident having two or more NSF checks on their account will be required to pay rent by money orders or certified bank checks only.

PARKING

Parking facilities on the premises are available only for the use of those persons who have agreed to the terms and provisions of our “License for Parking Privileges”, or have a lease containing a parking provision. No guests or other persons may use parking facilities, except with the permission of the Management Office. All vehicles authorized to park on the property must conspicuously display a Montlack Realty parking sticker on the windshield. Cars parked on the property without this sticker will be deemed unauthorized and towed at the vehicle owner=s expense.

No parking is permitted in areas identified as “Fire Lane”, “No Parking”, or “Private Parking”, vehicles parked in these areas will be towed at the owners expense.

When repairs to the parking facilities are required, it may be necessary to ask vehicle owners to remove their cars for a period of time. In such cases, every effort will be made to limit the resulting inconvenience.

The garage doors are on a timer system and automatically close approximately 30 seconds after opening. Please approach the entrances with caution. If the door begins to close as you are driving through the entrance, DO NOT PANIC; an electronic eye located at the base of the garage doors will automatically raise the door. If there is a power failure in any of the garages, the garage door may be released and lifted with a disconnect handle on the doors. Do not force the door open. If you are outside any such door and a failure occurs, please contact the office, or emergency phone.

Keys for garages or a transmitter, if applicable, may be provided with a deposit. As stated in your “License for Parking Privileges” there is a charge for replacement of your garage key or transmitter. Do not leave the transmitter in your car because it may be stolen, thereby reducing the effectiveness of the security provided by the door.

GENERAL POLICIES

 Keys and Locks

Upon move-in, tenants are given two sets of keys. If extra keys are necessary, they must be supplied by the resident. Residents MAY NOT alter any existing lock or install any new lock, knocker or other attachment on any door. The charges for replacement of lost keys are set forth in your lease.

If locks on any public doors or on the doors or windows of your suite are defective, report such problems to our office immediately.

Bicycle Parking

There are bicycle racks in some buildings for residents to lock their bicycles. Please do not lock your bicycles to any pipes in the building. We assume no responsibility for damage or theft of bicycles locked on the premises. If you must take your bicycle to your suite, please use the back stairs of the building, NOT the front stairs.

Trash Disposal

Please contain your rubbish in a strong plastic bag and then put in the dumpsters and/or trash containers provided. Do not use boxes or paper bags or place rubbish on the adjacent ground, where vermin may be able to reach it. Do not store any garbage on the fire stairs at any time, is unsightly, unsanitary and unsafe.

Please contact City Hall in your municipality if you wish to participate in a drop-off or other voluntary program to recycle newspapers, cans, glass and/or plastics.

Disturbances

Social and friendly gatherings of residents and guests are welcomed provided that such gatherings do not become overly loud, obscene or generally objectionable to other residents. Residents are entirely responsible for the conduct of their guests in the apartments or common areas. Please be considerate of your neighbors by keeping stereos, radios, televisions at such volume so as to assure peace and quiet to those outside your suite. To accommodate all residents, excessively loud disturbances will not be tolerated.

Community Appearance

Since this apartment community is your home, we request that you treat it in that way. We are proud of our community and want and need your pride as well. We would like the community to remain a safe and attractive place in which you live and entertain guests. To accomplish this we ask you to abide by the following policies:

  • Window coverings should be attractive in the surroundings. Sheets, blankets, aluminum foil, garbage bags and other such items are not acceptable window coverings. No coverings should be hung on or over any outside portion of a suite or building.
  • Mops, brooms, shoes, toys, etc. are unsightly on fire escapes or other public areas, and should not be stored there.
  • No satellites dishes may be mounted outside of your suite.Door‑to‑door soliciting is not permitted.
  • Trees and shrubbery are a vital and valuable part of the community, and you will be liable for damages should you or your guests mutilate or deface them.
  • No furniture or personal property is to be left on the lawn for any extended period of time.

 

SECURITY AND SAFETY

Resident Security

The protection of you and your property is very important to us. Be sure that all entrances are locked to prevent uninvited persons from entering. All persons should be identified prior to entering the building. If an unknown individual claims to be affiliated with our company, ask for proper identification or call our office for confirmation. Any suspicious persons or activities should be reported immediately to the Management Office or police. Written authorization must be given to the Management Office if you want our personnel to provide access for delivery/utility people to your suite while you are away.

Vacations

It is necessary that you notify the mailman, news carrier and all other routine delivery people when you plan to be gone for an extended period. Before departing, it is vital that you empty your garbage, check the cabinets for unwrapped food, close all windows to prevent rain damage, and ensure electrical appliances are turned off.

Fire Precautions

To protect you and your suite properly, you must be aware of certain precautions that will prevent fire. A smoke detector has been installed in your suite and works on either a nine-volt battery or is hard wired to your electrical system. If the smoke detector is hard wired it will not need attention unless there is a defect of some kind in which case the detector will ‘beep’. If your smoke detector is powered by a battery you will periodically need to change the battery. The detector will ‘beep’ to indicate that the battery needs to be changed. Please do not remove the battery without replacing it. Should you need assistance, please contact our office.

Residents must prudently store items, empty waste containers, dispose of newspapers/magazines frequently, clean grease and spilled food from cooking areas and store the grease away from the range. Make certain that curtains, towels, pot holders, etc. are kept away from the top of your range. Residents having individual heating rooms must not store any personal property in such room; this is a violation of the City Fire Code and presents a danger to your neighbors.

In case of fire, leave the building immediately by way of the stairwells; do not use the elevators.

Insurance

It is each resident’s responsibility to insure his or her own personal property. We recommend contacting your insurance agent concerning “Renter’s” insurance, which provides protection against damage or loss of your personal property, and for personal liability. Such policy generally includes coverage for loss and/or damage caused by fire, theft, vandalism, accidental leakage, etc. and against damage or injury to others for which you may be responsible. Such losses, damages and injuries are not compensated for by the owner or its insurance policies.

Balconies and Fire Escapes

A balcony is an area to enjoy. Storing items on the balcony, not only makes your apartment look unattractive, but also creates a safety hazard.

Pursuant to City Fire Codes, no grilling on balconies or fire escapes is permitted. If you want to grill you must place the grill on the cement, 10 feet away from the building. No grills are to be left on the sidewalk or driveway unattended or for an extended period of time. The coals must be properly extinguished and disposed of.

 

APPLIANCE SERVICE AND MAINTENANCE

You may request service by phoning the Management Office. The request should be as clear and complete as possible. We will make every effort to satisfy your request as soon as possible. However, delays may be caused due to maintenance scheduling conflicts or unavailability of a necessary part.

Sinks, Toilets, and Bathtubs

To clean fixtures, use soap and water with a sponge or cloth, then rinse with clear water and polish with a dry cloth. If this method does not clean satisfactorily use a mild cleaning compound; avoid harsh, gritty compounds. In removing foreign deposits, avoid using a knife or razor blade; these may scratch the fixture and damage the glaze.

Do not use any corrosive drain solvents to unclog pipes; instead request service.

Spilled medicines, hair rinses, and drain pipe solvents should be washed up immediately.

Use fixtures with care. A blow from a heavy or sharp object may mar or ruin a fixture. Sinks and their drain‑boards never should be used for chopping ice.

Do not drop refuse, toys, sanitary napkins, cotton, disposable diapers, combs, or toothbrushes into the toilet. These items can cause a stoppage. Please be sure to include a plunger among your housewares; in the event of a common, minor toilet stoppage, use the plunger. Ensure all window openings and other wood surfaces in the bathtub/shower area are covered fully by a shower curtain or other watertight plastic material. Appropriate mats should be used on the bathroom floor adjacent to the tub. Failure to take these steps can result in substantial water damage for which you will be held responsible.

Electrical Systems

Your electrical system is protected by fuses or circuit breakers located in your suite and by fuses or circuit breakers located in a main electrical panel. They are the safety valves of your apartment’s electrical system. Substituting larger fuses for those which have been installed could result in a fire.

The electrical system may not be able to accommodate the simultaneous usage of a large number of smaller appliances. If this is the case, a fuse will blow.

No washers or dryers are permitted in your suite.

To reset circuit breakers, follow the instructions on the panel. Do not install fuses, or attempt to adjust any electrical devices located outside of your suite.

Replacing fuses in your suite is not a difficult process. First, pull (disconnect) the fuse panel door in your apartment. Then locate the blown fuse. It will usually have a burned spot on its top surface. Unscrew it, and replace it tightly with one of the same ampere rating. Keep extra fuses on hand so one will be available immediately when needed. Most suites use l5‑amp and 20‑amp fuses. If you are unsure where your fuses and main circuit breakers are located, ask the Management Office.

Heating System

When the heating season begins, it is very important to watch for any leak that may develop. If you see your radiator leaking, immediately contact the Management Office. As discussed below, the heating systems vary from building to building.

Steam Heat

This type of heat is very consistent, but may result in a somewhat “dry” environment. The amount of heat sometimes can be adjusted by turning the radiator valve handle on one or more radiators until the heat level is comfortable. Each system has a heating cycle during which the boiler is producing heat and cooling down. Therefore, if your radiator is on but not producing heat, the boiler is not necessarily off; it probably is on, but at the cooling end of its cycle.

Hot Water Heat

In the Clifton‑Cove Building the amount of heat produced by your radiator may be adjusted by turning the valve. Do not try to “bleed” your radiator; if you seem to be having problems, please contact the Management Office.

All Heating Systems

The heat is regulated by a sophisticated system designed for efficiency and comfort. If you have the type of radiators which can be adjusted, do so. If your radiators can not be adjusted turn the valve handles off on one or more radiators until the heat level is comfortable. Also inform the Management Office so that we may adjust the temperature controls.

If your apartment is too cold, determine if your radiators are warm to the touch. If not, determine whether the valves have been turned on and the pipe leading into the valve is warm to the touch. If these pipes are cold, or if the radiators are warming but not producing heat, call the Management Office.

It is important to make sure that your storm windows are put in place of your screens. If your storm windows are cracked or broken, or if screens are in disrepair, inform the Management Office.

 

FLOORS/FLOOR COVERINGS

Wood

When cleaning all hardwood floors, use lukewarm water with white vinegar (1 cup of vinegar per gallon of water). Mild, non-abrasive liquid detergent and a sponge may be used for stubborn spots.

Please DO NOT use Murphy=s Oil soap or wax on the hardwood floors.

Carpet

It is necessary to vacuum the carpet frequently. If something is spilled on the carpet, immediately scrub it out with a carpet cleaning solution.

Tile

When washing your tile, please use a mild cleanser and warm water. Most kitchen floors are “no wax” floors; they require only cleaning.

 

KITCHEN CABINETS AND COUNTERTOPS

Kitchen Cabinets

Wood cabinets should be treated just like any other good wood furniture. Clean with the same cleaners and polishes you use for the rest of your wood furniture.

For laminated plastic cabinets like Formica, and metal cabinets, simply wash with a mild soap and water, rinse and dry.

Countertops

The countertops are made of high pressure, laminated plastic and are not harmed by ordinary solvents, and withstand heat up to 275 degrees. Mild soap and water may be used to clean countertops. You should NOT set cooking utensils from your oven or range top directly on the countertop as the utensil is usually hotter than 275 degrees. Do NOT cut anything directly on a counter top; use a cutting board.

WINDOWS, DOORS AND SCREENS

Windows act a great deal like a thermometer and are the first indicators of excessive moisture in a room. Condensation occurs when moist warm room air comes in contact with a colder surface such as glass. The remedy is to cut down the moisture content of the area by opening windows and turning on bath and kitchen fans.

Aluminum Windows

These can be maintained in proper operating condition by the use of soap and water on the aluminum when washing the glass. Most sliding windows, horizontal or vertical, are designed for a ten pound pull. If sticking occurs or excessive pressure to open and close is necessary, use a silicone lubricant, found at most hardware stores. Do not use a petroleum base material.

Patio Doors

The same care given to aluminum windows should be applied to patio doors. Be sure there are no foreign objects in the track which might impede the proper operation. Acquaint yourself with the operation of the door hardware for maximum security.

Wood Windows

If you have double‑hung wood windows that show a tendency to stick, rub the end of a candle on the window track. Moving metallic parts of casement or awning type wood windows should be oiled or greased as necessary.

Screens

You should use your screens carefully to avoid damaging them. Any missing or torn screens will be replaced or repaired at the cost of the residents.

 

PEST CONTROL

Insects that invade an apartment can be divided into 3 classifications. Some are destructive to the building, others are a menace to health, and some are a nuisance to have around.

Keep in mind; it’s impossible to control all insects l00% of the time. A number of insects, like clover mites and flying ants, have a short life span. They originate outside and migrate into the dwelling at certain times of the year ‑‑ for a short time.

Roaches …most kinds can be controlled with insecticides available at your supermarket. You can prevent an infestation by practicing good housekeeping and being very careful about things brought into your apartment.

To assist in pest control, we maintain a systematic extermination program, which may include fumigating all suites of your apartment building. We may ask that residents assist by removing items from their kitchen cabinets.

If we are unable to fully fumigate your suite, the hardy roach (which has survived on this planet longer than humans) will simply travel from the other, fumigated areas to yours‑‑‑so, please cooperate.

MOVE‑OUT PROCEDURES

Your security deposit is not pre‑paid rent; it is a deposit to ensure the fulfillment of all lease provisions, including those related to apartment damage. The security deposit may NOT be applied as a final rent installment. If you make all rental payments required by your lease, only charges for damages, excluding normal wear and tear, will be deducted from your security deposit. In order to receive back your full security deposit, you must:

  1. Fulfill the terms and conditions of your lease and not owe any rental or other charges.
  2. Give us forty-five (45) days’ written notice of intent to terminate your tenancy and vacate your suite on or before your lease expiration date.
  3. Leave your apartment in a clean condition, with no damage beyond normal wear and tear.
  4. Give our office a valid forwarding address.

Your suite is not considered “vacated” until all keys (and, if applicable, garage door transmitters) are returned to your resident manager or our office.

There are certain procedures to be followed when you vacate your suite.

  1. Depending upon the building in which you live, (see “Move‑In Procedures” on pg. 5) all possessions should be moved out by the back fire stairs, the elevator or the garage, and no furniture or any other personal property may be moved out through any front entrance.
  2. When moving out, you must leave the apartment in a clean condition. Please review your lease for a description of your responsibilities.
  3. No personal property or trash is to be left in the apartment, garage, hallway or storage locker after your move‑out. When you notify our office of your intent to vacate, you will be supplied with a move‑out form which explains the various charges for cleaning the apartment.
  4. You and a Montlack Representative will evaluate your suite at the time you turn over your keys. Any and all damages, above normal wear and tear, resulting from your tenancy shall be appropriately assessed.
  5. Finally, please inform the utility companies and post office of your pending move.