Resident Resources
How can we help?
Community Guidelines & Resources
Where can I find the rules and regulations for my community?
The resident guide outlines the community guidelines for The Timbers.
How do I contact my Community Office?
The Timbers Leasing Office
8925 Main StreetFort Drum, NY 13603
T (315) 777 8000 F (315) 773 8594 thetimbers@fdmch.com
Mailing Address
PO Box 146Black River, NY 13612
Mountain Community Homes Main Office
9035 S. Riva Ridge LoopFort Drum, NY 13602
T (315) 955 6800 F (315) 773 8594
Are pets allowed?
Yes, we gladly welcome four-legged family members at The Timbers! Please see the pet addendum for more information about our pet policy and information about restricted breeds. A one-time fee of $200 for 1 or 2 pets will be due upon move-in, and breed and weight restrictions do apply.
What is the process to escalate a concern related to my home or community?
The Timbers takes resident concerns very seriously and desires to address and resolve any issues in a timely manner to the satisfaction of all parties involved. Click here to view a copy of our dispute resolution process as well as key points to contact available to assist you with your concerns.
Are there any special safety features or tips about my home or community I should know about?
We have put together a short video highlighting
fire, child, water and neighborhood safety.
Click
Here to watch the video
I'm going to be out of town for a while. Is there anyone who can keep an eye on my house?
We’d be happy to keep an eye on your home! Fill out a home watch request form, and turn it into the leasing office.
Maintenance
How do I report a maintenance issue?
If you’re experiencing a maintenance issue in your home, please call the maintenance line at 315-955-6650 as soon as possible. If you have a Permission to Enter form on file, you can enter an online maintenance request here.
Are any items available for pick-up by residents?
Items are not currently available for pick-up; however, we are pleased to offer residents a convenient Self-Help Delivery Service for replacement items for your home. Items available include light bulbs, ceiling fan bulbs, furnace & AC filters, touch-up paint, blind slats, and blind wands. Please contact your community office at (315) 777-8000 to schedule a delivery.
Home Alterations
How do I submit requests to alter my home?
The Timbers does allow limited modifications within
the homes.
For modification requests, please review and submit the
home improvement
request form.
Utilities
Where can I find a copy of my water quality report?
Click here to view the most current Fort Drum water quality report.
Departing Residents
I'm moving. What now?
Our goal is to make your move as smooth and stress-free as possible. Check out our Resources for Departing Residents page for important information and details on the move-out process.
Provide Feedback
Tell us how we're doing!
Our team is committed to providing you with great
customer service and community programs. Feedback you provide
through Insite™ surveys help us make improvements that are
important to you. Please take a few moments to provide us
with feedback about services received from our leasing, maintenance
and community teams. We also encourage you to share your
ideas and suggestions to improve services and enhance community
activities and programs.
Please follow the appropriate links referencing the type of service
you’ve most recently experienced.
Leasing
Experience
You’re looking for a home, we would love to hear how we can
help.
Move-In
Experience
Getting settled in after you've just moved can be stressful. Tell
us about your experience.
Service Request
Experience
Since everything will eventually need a little maintenance or a
fix, we want to make sure that everything meets your
satisfaction.
Resident Experience
Survey
Hate to see you leave us, but would love to hear about your
experience.
General
Feedback
Our promise to you is that the service you receive each day is
consistent and meets your expectations every time. Give us your
Insite™ when one of our team members meets or exceeds your
expectations and let us know when we don’t. Your Insite™ allows us
to improve services and to recognize our staff for providing great
service.
Resident Bill of Rights
Resident Bill of Rights
Click here to view a copy of the Resident Bill of Rights.