Frequently Asked Questions
How can I submit work orders?
You can submit work orders online through the Resident Portal. If it is a work order of an urgent nature, you can call the office with your concern. After hours you will be prompted to leave a message for our on-call maintenance staff. Lightbulbs other than those in the kitchen areas are the residents’ responsibility.
How can I pay rent?
You can pay your rent online through the Resident Portal from the 1st through the 5th of every month. Alternatively, you can bring a personal check or a cashier’s check to the office from the 1st through the 5th of the month. MoneyGram orders are an available option through the online portal.
Where can my guests park without getting towed?
There are marked visitor parking spots on the property that do not require a permit. If you are unsure where these designated areas are located, you can call to request one. In the case that you are having someone stay with you for a few days, you can also request a visitor's parking permit at the office. These can only be given to the leaseholders and must be picked up in person.
How do I access the internet?
Your apartment home is prewired for Xiber Internet. You will have the Internet the first day you move in and don't have to call any utility companies. For your convenience, we will bill you $69 monthly for the service, which can be paid directly with your rent. The service includes 100MB Symmetric Internet. While most companies advertise the download speed, Symmetric Internet provides both 100MB and upload speeds. That is very important with streaming services like Netflix.
When are the clubhouse and pool open?
The clubhouse is open during business hours and can be accessed via the front door or fitness center. The fitness center is open 24/7 for your convenience and can be accessed with your FOB through the restrooms or pool patio. Persons under the age of 14 must be accompanied by an adult. Please be courteous to other residents and keep the clubhouse facilities clean after use.
The pool is open seasonally from 9 am to 9 pm and requires an access card for entry. No swimmers are permitted after dark. Failure to abide by these guidelines may result in privileges being revoked.
What are the days and times for trash pick-up?
Trash is picked up Sunday night through Thursday night starting promptly at 8:00 pm. We ask that you bring in your trash cans by 9:00 am the next morning. Greenway will collect up to one full trash bag each time. They must be sealed with no rips or tears. Bags must also be inside the trash can and not on the ground.
Greenway will also collect broken-down cardboard boxes. Broken-down boxes must be placed behind the Greenway trash can that is provided. If there are more than three, we ask that you bundle them together with string or twine.
If you have trash on Friday or Saturday that you would like to dispose of, there is a compactor for your use in the back of the property between buildings 6 and 16. Please use the ramp to walk up to the window where you can throw in your trash. Under no circumstances will the dumping of large items be permitted. Violators are subject to additional fees.
I need extra space to store my stuff, can I get a storage unit?
We do have storage units available here on the property. They come in two sizes: small (8 x11) or large (8 x 14). You are able to add rentable items such as these, mid-lease. Please call the office for availability and pricing.
I need more space. Can I transfer to a larger apartment?
Yes! If you’d like to transfer to a larger apartment in the middle of your lease you are able to move. There is a $750 transfer fee. This fee covers the costs of flipping your apartment to be re-leased earlier than anticipated. When you transfer to a new apartment, you will re-sign a new lease term. Please note that we do not do mid-lease transfers to smaller apartments. For availability and pricing please call the office.
My package says delivered but it is not in my mailbox. Where is it?
If packages handled by USPS do not fit in the package lockers outside, they will be placed in the Amazon Hub, located by the mailboxes. This secure room is only accessible by a key fob. All packages handled by FedEx and UPS should be placed in a locker in the Hub. If you did not receive a code to retrieve your package, please contact our office staff, and we will get you set up.
I want to host a party. Can I rent out the outdoor kitchen or clubhouse?
Unfortunately, these spaces are not available to rent at this time, but we are looking into this and will update you soon!
I just got a new pet. What do I need to do?
We allow up to 2 cats/dogs per apartment. There is no weight restriction. Our breed restrictions include Akitas, American Bulldog, Boxer, Cane Corsos, Chow Chows, Dobermans, Dalmation, German Shepherds, Huskies, Karelian Bear Dog, Malamutes, Pit Bulls, Presa Canario, Mastiffs, Rottweilers, St. Bernard, Staffordshire Terriers, and any Wolf Hybrid. If this is your first pet there is a $400 non-refundable pet fee. This is a one-time cost and it is not annual. If this is your second pet, there is a $200 non-refundable pet fee. Pet rent is $25 per month per pet. We will prorate pet rent for you.
When you get your new pet, please bring them into the office to get swabbed for our pet waste DNA program. This allows us to collect samples of pet waste if it is not picked up and send it into a lab for testing. Any matches will result in a fine placed on the resident’s account.
What happens if due to unforeseen circumstances I need to end my lease?
If you need to terminate your lease agreement before its expiration, we require a 60-day notice and a buy-out fee. The buy-out fee is 2X your base rent amount. This is due within 2 days of giving your 60-day notice.
Does my new roommate need to fill out an application?
Yes. Any adult that is residing in your apartment must complete an application and submit a $50 application fee for screening. Residents found in violation of this policy are subject to additional fees. Upon screening and approval, the applicant will receive a resident parking pass.
How do I set up my Resident Portal?
- Visit https://www.theloftsathighlands.com/
- Select the “Residents” tab
- If you completed your application online, use the same email and password you created to log in.
- If you did not complete your application online, fill out the fields listed under “Create New Account.” This will allow the system to locate your information.
- Your balance will be available online on the 1st of every month
- You can pay online through the portal from the 1st to the 5th of every month
- Under the Payment tab, you can edit stored billing info, schedule payments, and make payments
- Under the Maintenance tab, you can submit work orders for your apartment
- Even if you do have renters' insurance, sometimes it does not show up in the portal. If we notify you that the current policy we have on file has expired, you can upload the policy information here in lieu of emailing, faxing or bringing in a hard copy.
Mail keeps arriving that is for past residents. What do I do with it?
You can either put the mail in the outgoing slot at the mailboxes, or you can turn it into the office. We typically have a forwarding address on file and will forward it to them.
I am going to be moving out at the end of my lease. What do I do?
We require a 60-day notice to vacate. Before your notice is due, you will receive a letter informing you of your renewal options. There is a Notice to Vacate form that must be filled out and returned in order to give proper notice. You can pick up this form in the front office.
Can I paint my walls?
Yes! We simply ask that you paint them back to a white or a primer upon move-out.
Is there a resident referral incentive?
Yes! For every apartment that is leased out due to your referral, you will get a credit towards your monthly charges.