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Welcome Symmes Residents

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Frequently Asked Questions

What is a maintenance emergency?

24 Hour Emergency Services

Charter Property Group communities provides 24 hour service for maintenance emergencies. This information sheet explains and has examples of the most common emergencies. CALL 911 IMMEDIATELY for fires, domestic disturbances, or excessive noise. Always contact the management office for emergency service to resolve the issue and minimize damage. Refer to your Welcome Letter for the management office contact information.

Lockouts

Lockout service after office hours is provided by a locksmith service. Refer to your Welcome Letter for locksmith information.

How to Request Emergency Services

Our communities use live operators and automated answering services to intake and dispatch on-call representatives or contractors. Be prepared to give your name, your home address and phone number where you can be reached until your emergency is over. You must be accessible by phone during the emergency and be present in the home to open the door and let the on-call representative into your home. We may not dispatch an on call representative if you do not leave a call back phone number that you answer to confirm the emergency.

Examples of Maintenance Emergencies

  • Toilet broken (if only 1 in your home)
  • Flood
  • Sewer backup
  • Water leaks from surrounding apartments or exterior of home
  • No Heat
  • No A/C if outside air temperature exceeds 82 degrees
  • No electric service
  • No domestic water service
  • Failure of door or window locks
  • Refrigerator failure
  • Hallway light burnt out

Call if Unsure

The above list does not cover every type of emergency. You can always request emergency service or contact the management office. Our staff will listen to your concerns and take appropriate action to remedy the issue

How do I give notice that I'm moving?

Download the Resident’s Intent to Move PDF form, fill it out and return it to our office.

Download Intent to Move Form (pdf)How do I give notice that I'm moving?

Do you have a move out checklist?
  1. Review your Lease to verify the Lease expiration date
  2. Deliver Notice of Intent to Vacate to the Management Office
  3. Review accuracy of your account balance
  4. Review Move-in / Move-out Checklist
  5. Review FAQ about wear & tear and damage charges
  6. Schedule a move-out inspection
  7. Set up mail forwarding with the United States Post Office
  8. Give your forwarding address to the management office
  9. Schedule utilities shut-off
  10. Bring Move-in / Move-out Checklist to walk through damage inspection
  11. Driving/parking vehicles on lawns or backing up to building entrance on sidewalks is prohibited.
  12. Review moving to do’s with your moving company (movers)
  13. Turn in keys to management office

What is your security deposit refund policy?

At Move-In

At move-in, your home was painted and serviced by our staff and/or contractors. Contract services for cleaning the home and carpet were done or new carpet was installed.  Our staff does maintenance services and several make ready quality inspections. You completed a Move-in/Move-out Inspection Report and any exceptions you found to the home’s physical condition were noted.

At Move-Out

At move-out, doing a walk-through inspection with our staff is very important.  The inspection verifies you are returning the apartment in the same “clean” condition as given to you.  Also, any damage in the apartment during your occupancy is documented.

What is Considered Damage?

Damage is alterations, changes, or conditions that are EXCESSIVE or PROHIBITED by the Lease and Community Policies. ORDINARY WEAR AND TEAR is not damage.  Any damage is noted on the Move-in/Move-out Inspection Report and charged to your account at move out. Lessee’s are responsible for the conduct of all occupants, including guests. The physical condition of your home must be the same as the condition at move-in except for ordinary wear and tear.

Damage Examples

Below are examples of excessive wear and tear. Negligence or reckless conduct can cause excessive and extra-ordinary wear and tear resulting in charges for the below conditions. Your Lease and Community Policies contain many detailed examples of conditions and conduct that result in charges for excessive wear and tear at move out. Damage charges include replacement cost plus labor and overhead.    Contract services are performed at the prevailing contractor rates. Consider the following list as examples only and not a complete list of damage charges at move-out.  Actual amounts charged to your account may change without notice when our costs change.

Our Community Values Resident Engagement, Cooperation, and Neighborliness.

Referral Rewards Program

Friends and family are the best neighbors. Refer one and earn great resident referral rewards or a monthly rent concession. Reward earned when referral moves-in and occupies home for 60 days.

$300 Rent Credit or Visa Gift Card

— ends 10/01/2020

Refer A Friend