Dear Homeowners,
We would like to share our Homeowner Communication Policy to help set expectations regarding response times and urgent matters.
What to Expect When You Call or Email
- Calls and emails are responded to in the order they are received.
- Please allow up to 2 business days for a reply.
If Your Matter Is Urgent
If you call and reach voicemail, please email your association immediately and include the following in the subject line:
URGENT – Brief Description of the Issue
Example:
URGENT – Water Leak in Unit 204
An urgent matter is one that creates an immediate risk to life, safety, or serious property damage.
Examples of urgent situations include:
- Fire, smoke, gas smell, or carbon monoxide alarm
- Someone trapped in an elevator
- Structural damage or collapse
- Active break-in or security threat
- Serious injury on common property
- Building-wide power or water outage
- Sewage backup affecting multiple units
- Active flooding, burst pipe, or major roof leak
- Storm damage affecting safety or building protection
- Entry, gate, or lock issues that leave the property unsecured
Examples of matters that are generally not considered urgent include:
- Noise complaints
- Parking disputes
- Pool, gym, or amenity issues
- Landscaping concerns without a safety risk
- Pet complaints
- Slow drains or minor in-unit appliance issues
If you are unsure whether your situation is urgent, please contact us. We would rather hear from you than have a serious issue go unreported. See attached for your records.
Thank you for your cooperation and understanding.
Sincerely,
Folio Association Management
Attachment: Homeowner Communication Policy