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 Street
Fort Drum, NY 13603
(315) 777 8000
F (315) 773 8594
thetimbers@fdmch.com
 

Mailing Address

P.O. Box 146
Black River, NY 13612
 

Mountain Community Homes Main Office

9035 S. Riva Ridge Loop
Fort 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 Animal Addendum 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?

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 are experiencing a maintenance issue in your home, contact the Maintenance Solution Center (MSC) at (315) 955-6650 as soon as possible. For routine service requests, you may also submit your maintenance request online

With the MSC, you can expect: 

  • Upgraded call handling and customer experience
  • US-based representatives with strong facilities knowledge
  • New call back feature offered to avoid wait times
  • Appointment notifications and reminders
  • Superior response and specialized technician assignments
Our experienced customer service agents are available for 14-hours each weekday to assist you with routine, urgent and emergency service requests. When a request occurs on a weekend or after hours, your MSC call will be handled by an automated after-hours service that puts you in direct contact with the technician who will be responding to your urgent or emergency request. Click here for more information on the MSC. 

Don’t forget to download the RentCafé Resident App and enable notifications to receive an alert when the maintenance technician is on their way to your home!

Are any items available for pick-up by residents?

We are pleased to offer residents a convenient Self-Help delivery option for replacement items for your home. Please contact your community office at (315) 777-8000 to schedule a delivery. If items are needed sooner than your community’s delivery day, please feel free to stop in to the community center to pick up your items.

Items available include: 

  • Light bulbs
  • Ceiling fan bulbs
  • Furnace & AC filters
  • Touch-up paint
  • Blind slats wands

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 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.

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 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.

Tenant Bill of Rights / Tenant Responsibilities

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

Dispute Resolution Process

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