Frequently Asked Questions...
Pay Your Rent Online
Freight Elevator/Loading Dock
Renters Insurance Questions
Pay Your Rent Online
How do you pay your rent on-line?
Click on the Pay Your Rent Instructions.
What do you do when you have an emergency?
If you have a medical emergency call 911 immediately.
If you have maintenance emergency contact the Management Office (301-654-8000) and a maintenance technician will be dispatched to your apartment.
If you have an after-hours maintenance emergency, contact the Management Office (301-654-8000). Give them your name, address, and brief description of the maintenance emergency and she/he will contact the on-call maintenance technician.
What is considered a maintenance emergency on the weekends?
Maintenance Emergencies on the weekend consist of sewer backups, floods, fire (please contact fire department if you have a fire), no air conditioning, no heat, gas fumes, no electricity, clogged toilet (if you have only one bathroom), and a clogged kitchen sink.
Is there an additional fee for a maintenance emergency?
There are no additional fees for maintenance emergencies other than a lock out. See below for details.
What happens if I get locked out of my apartment?
If you are locked out during office hours, come to the Front Desk. You will have to verify that you are a leaseholder, once that is verified then a spare key will be provided. The resident is required to return the key the same day that it was issued. You may also provide an additional key ($5.00 charge for key) for the front desk to leave in your admit folder (see the Front Desk for details).
If you are locked out after-hours call the Front Desk (301-654-8000) to speak with the attendant and she/he will dispatch a Maintenance Technician. There is a $50.00 lock-out fee required upon re-entry of your apartment. This is made payable either by cash or personal check to Highalnd House West once you are granted access to your apartment.
What happens if the washer or dryers malfunctions?
Call 1-800-MAC-GRAY immediately and tell them the floor number and the sticker number of the machine (see label on machine). Also, please notify the front desk (301-654-8000) to report the problem as well. In the meantime, you may use the laundry room on another floor.
What happens if the laundry card malfunctions?
If your laundry card is not working, you will need to purchase ($5) another card from the front desk or you can purchase on from the card machine. The new card will already have a $3 balance on it for your use. If the laundry card no longer works, you will need to return the card to Mac-Gray and any money on the card will be sent in check form directly to you from Mac Gray.
Should you need to add additional money to your laundry card; the machine will only take $10 or $20 bills.
How do I Discard Trash and Recycling Items?
The trash room is located on each floor. Trash must be bagged in 35 gallon or smaller capacity trash bags. Make sure to securely tie all bags. Do not throw un-bagged items or loose food, ect. down the chute. We ask that you only use the trash chute for trash items, not recyclables. Please do not leave any trash or trash bags on the floor.
Above each recycling bin there are signs that read “Mixed Paper,” “Commingled Materials” and “Scrap Metal;” these signs list what items are able to be recycled. Each bin is color coordinated throughout the building. Blue-“Mixed Paper”, Yellow-“Commingled” and Green-“Scrap Metal.”
Please break down all cardboard boxes. Small boxes can fit in the Mixed Paper Container and Large Boxes need to be taken down to the loading dock and placed in the container marked Mixed Paper. All large “Scrap Metal” items can be taken to the loading dock and placed in the “Scrap Metal” recycling area.
Fright Elevator/Loading Dock
How do I reserve the Freight Elevator and Loading Dock?
You must reserve the freight elevator and loading dock for all move-ins, move-outs and all deliveries. The freight elevator and loading dock are available for use Monday through Saturday. There is no moving permitted on Sundays and Holidays. You can reserve the freight elevator and loading dock during two time slots; 9:00 am-1:00 pm and 1:00 pm-5:00 pm. Please note that the loading dock cannot accommodate a truck larger than 40 feet. If your move or delivery requires an 18 wheeled truck a permit must be purchased from The Friendship Heights Village Center, their number is 301-656-2797.
How do I obtain a Storage Bin?
There is a resident storage room located on the “B” level. It is on the left when you exit off the elevators. To enter the storage room, you will need to use your key fob that was given to you at time of move-in. You will need to provide your own padlock for your storage bin. We permit ONE bin per apartment. Please contact the management office to request a bin. Highland House West does not assume liability or responsibility for any loss whatsoever in the storage area.
What is the parking policy?
What forms do I need to provide Management to get a parking sticker?
The resident also needs to complete a garage information form, located at the front desk.
What happens if my car gets towed? What do I do?
If your vehicle is not in the spot you remember parking it, you may call G&G Towing at 301-588-7090 to arrange to pick up your vehicle. Highland House is not responsible for the towing.
Where can my guest park?
Your guest can use the guest parking lot that is located on the Hills Plaza side of the building. The lot has a gate which will open when you drive into the lot. To exit the parking lot a token and permit need to be purchased from the Front Desk. Each permit is good for 24 hours and is a $6.00 charge.
What are the Fitness Center hours?
The Fitness Center is available to all residents 24 hours/7 days a week by using the Fob Key, provided at move-in.
What are the Swimming pool hours?
Swimming Pool: See Front Desk for Hours
Sundeck: See Front Desk for Hours
Who is allowed to receive pool passes?
All leaseholders and approved occupants are permitted pool passes. Each apartment will be given one (1) guest pass for the year.
Are we allowed to have satellites?
Satellite and Antenna Addendum
See addendum for details pertaining to the policy.
How do I get Cable TV AND/OR INTERNET?
Renter Insurance Questions
Are we required to have Renter's Insurance?
Renter’s Insurance is optional but we strongly recommend it. If you do not have renter’s insurance and your personal items are damaged due to a flood, fire, natural disaster then it’s the resident’s responsibility to replace those items at the resident’s expense.
Do you have any recommendations?
We do not have any affiliations with any renter’s insurance companies.
What is the Pet Policy?
Highland House West does not permit pets. However, we allow an assistance animal. Contact the Property Manager for details.
What is the policy on Noise Complaints?
Policy: Lease: 10. Unlawful Use, Disturbances:
“Furthermore, Tenant shall not make or permit to be made any disturbing noises or do or permit any act which will unreasonably interfere with the rights, comforts or convenience of other tenants. Tenant shall not play or suffer to be played any musical instrument, radio or television in the Premises before 7:00 a.m. or after 11:00 p.m. that may disturb other tenants. At all times, Tenant shall keep the volume of any radio, television or musical instrument in the Premises sufficiently reduced so as not to disturb other tenants in the building; and shall not conduct or permit to be conducted vocal or instrumental practice or instruction or operate any power tool or radio transmitter at any time. Tenant shall install adequate carpeting or rugs to cover at least eighty percent (80%) of the floor area of the Premises within thirty (30) days of occupancy to eliminate all unnecessary noise unless wall to wall carpet is provided by Landlord. Tenant shall not harass or disturb any employee or agent of Landlord, any other tenant, any occupant of any other premises, or any invitee or guest of any other tenant, nor shall Tenant permit or allow any occupant of the Premises, or any invitee or guest of Tenant, to engage in any such harassment or disturbance."
Recommendation: If you have a noise compliant, contact neighbor first. If further involvement is necessary, then the resident may submit the complaint in writing to the Management Office. The Management Office will send a letter to resident who caused the noise.
Can I call the police?
If the noise compliant occurs after-hours you may call the Front Desk at 301-654-8000 or the Non-Emergency Police at 301-279-8000.
What is the vacate policy?
*Note: Vacate Notices have to be hand delivered to the Management Office.
What is the Lease Renewal policy?
Policy: Management will send the resident a lease renewal letter 75 days prior to your expiration date. Resident has the option to renew their lease for two years, 12-months, 6-months, month to month, or vacate (Vacate Notices have to be hand delivered to the Management Office).
When do I have to notify Management of my decision to renew or vacate?
The resident must notify Management 60 days prior to lease expiration.
What forms do I have to fill out?
If you choose to renew your lease return the signed renewal letter to the Management Office.
If you choose to vacate, you may fill out a vacate notice and submit it to the Management Office. It must be received by the 1st of the month to be in effect for that month and the month after.
My roommate wants to move out. What do I need to do?
Policy: Does not want to get a new roommate.
If the current resident does not wish to replace the roommate, then the remaining resident must re-qualify for the apartment on their own and be processed as a new applicant.
Which means they need to fill out a new application, pay application fee and be processed through the credit/criminal background checks.
The roommate leaving needs to fill out a Roommate Relinquish Form
Policy: Wants to get a new roommate.
There will be no need to re-qualify the current resident as long as they have no late payment or returned check within the last 12 months.
The new roommate should be processed as a new applicant.
Which means the new resident needs to fill out a new application, pay application fee and be processed through the credit/criminal background checks.
The roommate leaving needs to fill out a Roommate Relinquish Form.
Recommendation: Advertise a free “Roommate Wanted” Ad on-line in the Highland House West classifieds, Craig’s List, Gazette paper, etc.
If there are additional questions you would like posted on the website, please email the Property Manager at email@example.com