Resident Resources

Where can I find the rules and regulations for my community?

The Community Guidelines outlines the community guidelines for The Timbers.

How do I contact my Community Office?

The Timbers Leasing Office

Mailing Address

Mountain Community Homes Main Office

Are pets allowed?

Yes, we gladly welcome four-legged family members at The Timbers! Please see the Animal Policy for more information about our pet policy and information about breed and weight restrictions.

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?

Fill out a Home Absence Notification Form, and turn it into the leasing office.

How do I report a maintenance issue?

Conveniently schedule all routine service requests using the Centinel Communities App or Resident Portal! Permission to Enter (PTE) is not required. Schedule multiple service requests at once and even reschedule appointments at your convenience!

Not registered yet? It only takes a minute!

• Open the Centinel Communities App
• Tap Request Maintenance, then click “First Time User?”
• Register using the email address associated with your resident portal account.

Need help? CLICK HERE to view the Quick Start Guide and FAQs.

When your next routine needs arise, simply log into the App, tap Request Maintenance, and use the self-scheduling tool to request service on your terms. (TIP: Opt to “Save Password” to skip extra steps next time!)

If you are experiencing an urgent or emergency issue in your home, contact the Maintenance Solution Center (MSC) at (315) 955-6650 as soon as possible.

Routine vs. Urgent/Emergency – What’s the Difference?

• Routine: Issues like screen repairs or dripping faucets.
• Urgent: Could lead to an emergency if left unaddressed (e.g., clogged toilet).
• Emergency: Immediate risk to health, safety, or property such as smoke, fire, or flood.

The MSC is here for your urgent & emergency needs!

• US-based representatives with strong facilities knowledge
• Call back feature offered to avoid wait times
• Appointment notifications and reminders
• Superior response and specialized technician assignments

Are any items available for pick-up by residents?

We are pleased to offer residents a convenient Self-Help option for replacement items for your home. Our team looks forward to helping you with your Self-Help item needs at the Timbers community office.

Items available include: 

• Light bulbs
• Ceiling fan bulbs
• Furnace & AC filters
• Touch-up paint
• Blind slats wands
• Non-Chemical Pest Management Products (including glue boards, traps, and bait stations)

Your Community's Integrated Pest Management Program

As part of our commitment to environmental protection, resident safety, and pet welfare, The Timbers wants to familiarize you with our Integrated Pest Management (IPM) program. Your community is on federal property, meaning the use of pesticides is regulated by federal law. The primary goal is to ensure effective pest control while minimizing environmental impact and reducing unnecessary exposure to pesticides for our residents, their families, and pets.

Here's what you can expect from our IPM program:

• Preventive Strategies
• Monitoring and Assessment
• Non-Chemical Control Methods
• Targeted Pesticide Application
• Education and Awareness

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.

Where can I find more information about The Timbers utility billing program?

Click here for more information on our utility billing program.

Where can I find a copy of my water quality report?

Click here to view the most current Fort Drum water quality report.

Please recycle plastic, metal, glass, paper and cardboard in the designated recycling areas only. Click here to review our Recycling Guide.

To learn how to properly dispose of Hazardous Household Waste & Electronic Waste, click here to view our brochure.

Is renters insurance required?

Beginning April 1, 2023, renters insurance is required at time of move-in and must be maintained at all times during residency with The Timbers at the expense of the resident. Renters insurance protects you from claims for property damage and physical injury caused by or to you, a member of your family or a guest while living in your home. The lease requires proof of insurance coverage meeting the minimum requirements with The Timbers named as an interested party at time of move-in.

Minimum Required Insurance Coverage:

• Limits of liability in an amount of at least $100,000 per occurrence

The Timbers strongly recommends you add property insurance to cover losses or damage to your personal belongings or the personal belongings of your family or guests. Please keep in mind that The Timbers will not cover the loss of or damage to your personal property or the personal property of your family members or guests.

You may choose any renters insurance provider. We offer ResidentShield to residents as an easy and affordable option for renters insurance. Visit www.residentshield.com/centinel for more information or to sign up today!

If you fail to obtain and maintain liability insurance as required by your lease, you will be in violation of your obligation under the lease. For more information, click here.

During your leasing process we provided a Mold 101 Guide that discusses prevention, identification, and the procedure for reporting concerns to your maintenance team. Please immediately notify the Maintenance Solution Center if you discover a leak or suspect water intrusion of any kind in your home. To revisit the guide for prevention and reporting tips, please click here.

Additionally, click here to revisit the EPA’s Lead Based Paint brochure provided with your lease packet.

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.

Tell us how we're doing!

Our team is committed to providing you with great customer service and community programs. Feedback you provide through SatisFacts surveys help us make improvements that are important to you. Click here 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.

Click here to view a copy of the Tenant Bill of Rights.
Click here to view a copy of the Tenant Responsibilities.

What is the process to escalate a concern related to my home or community?

Informal Dispute Resolution Process – All Residents
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 informal dispute resolution process as well as key points of contact available to assist you with your concerns.

Formal Dispute Resolution Process – Active Duty Residents
Our vision is to provide outstanding communities where military families live, work, and thrive. If you do not feel your concerns have been effectively addressed in a timely manner through the informal dispute resolution process above, a formal dispute resolution process which involves the Military Housing Office and the Installation Command has been outlined in Schedule 3 of the NDAA Universal Lease for Active Duty residents. To view the details of this program available for you or to begin the process, click here.

Click here to view the Department of The Army Memorandum CPM 600-24, Subject: Command Policy Memorandum – U.S. Army Materiel Command (AMC) Universal Lease and Dispute Resolution Policy Guidance for Privatized Military Housing. This memo outlines the detailed process for Army locations.

We are committed to providing an exceptional resident experience while you call The Timbers home. Please reach out to your community office with any questions or to escalate a concern related to your home or community.

For more information about the dispute resolution process for Active Duty residents, please visit https://home.army.mil/drum/index.php/contact/housing-concerns.