WHAT YOU NEED TO KNOW
Capstone Real Estate Investments Management Company
We are following guidance from the CDC on cleaning and disinfecting and have implemented temporary policies for resident events, hospitality and social distancing in an effort to prevent additional risk.
Leasing Office Hours
Our teams are still at our communities and ready to assist, but our offices are closed for walk-in business. We have also adjusted our operating hours in order to continue to deliver critical services (please reference your community’s website), and in an effort to limit personal contact we’d like to encourage all residents to use our online portal (connect via the website) for payments and for submitting non-emergency maintenance requests. We also kindly request that you call or email us with any housing matters. Completing most of your needs remotely will greatly reduce the potential for infection.
Amenity & Common Spaces
The amenity and common areas within our communities are closed. This includes resident events and hospitality bars as well as general use of common areas for business or social gatherings. These adjustments allow us to effectively clean and disinfect spaces and encourage continued social distancing as our best method to fight the spread of coronavirus. We are closely monitoring guidance from the CDC and local authorities to determine when to safely reopen these spaces.
Additionally, to help prevent the spread of germs, we have cancelled all non-essential gatherings at our community or elsewhere in town. This includes pool events, free-food days, movie viewing parties, sporting events, etc.
Leasing & Touring
If you’re looking for your next home, we’re still committed to helping you find the right home with us!
- Take a virtual tour of a model apartment on our website.
- Reach out to the leasing office by phone or email for customized video walkthroughs of available apartment homes that match your specifications.
- Use our easy online application process to lease anytime, anywhere.
*Reminder: Our leasing offices are closed to walk-in business and for guided tours.
Maintenance requests will be completed for essential services only. Essential services are defined as loss of heat, loss of water, loss of use of appliance or toilet, loss of electricity (specific to a unit), water leak or any life-safety matter. All other service matters will be put on hold for an interim period. When in doubt, please don’t hesitate to contact us.
Commitment to Residents
Customer service remains a core focus even during these difficult times. While we recognize that these measures may pose a temporary inconvenience, we believe it’s the right thing to do in order to preserve the welfare of our communities. Capstone recognizes that families and businesses are facing health and economic hardships due to the significant impact of the COVID-19 virus, and we’re committed to working with our residents as we navigate this situation together. If you are experiencing a financial hardship due to events related to COVID-19, please reach out to your Community Manager to discuss the options that are available, including payment plans.
What Additional Steps Are We Taking to Limit the Spread of the Virus at Our Communities
In response to the coronavirus, we have taken additional measures developed in consultation with public health authorities (including CDC) to make our cleaning and hygiene protocols more rigorous.
- We have increased the frequency of cleaning our common areas and often-touched surfaces (including doorknobs, handrails, elevator buttons, desktops and counters in our offices, etc.) and are using hospital-grade disinfectants.
- We are greatly increasing the number of stations that provide antibacterial hand sanitizers and wipes for patrons to use.
- We have instructed our employees to take precautions to avoid personal contact and maintain enhanced personal hygiene measures.
- We have instructed all employees to stay at home if they feel sick or if a member of their household presents symptoms – regardless of whether they are confirmed to be infected with COVID-19.
- Staff are equipped with personal protective equipment, such as masks and gloves, which they may wear depending on the nature of their work/risk exposure.
- To limit face-to-face exposure, we have suspended all in-unit preventative maintenance.
What You Can Do to Help Your Community & Slow the Spread of the Virus
- Take advantage of our Resident Portal, Mobile App (not available at all communities), email or phone communication for needs such as rental payments, maintenance requests or inquiries, and avoid in-person visits to our business offices.
- Limit maintenance requests to emergencies only.
- Practice social distancing with neighbors and employees. We strongly encourage residents limit the number of guests and visitors you invite into your home. Large gatherings in your apartment or community spaces are prohibited.
- Follow recommendations outlined by the U.S. Centers for Disease Control & Prevention (CDC) to stop the spread of Coronavirus (COVID-19) and to protect yourself.
- Visit the U.S. Department of State for up-to-date travel advisories.
- With our amenity spaces closed for your safety, consider taking advantage of this sampling of physical and mental health resources available in the comfort of your home.
- Wellness Resources
- In some locations, the “Stay at Home” or “Shelter in Place” orders still permit outdoor access, including walking, biking or running while maintaining 6 feet of space between you and others. Please check your city’s ordinances before engaging in such activity.
Frequently Asked Questions
Wash your hands often with soap and water for at least 20 seconds, especially after you have been in a public place or after blowing your nose, coughing, or sneezing. If soap and water are not readily available, use a hand sanitizer that contains at least 60% alcohol.
Stay home as much as possible and avoid close contact with people who are sick. Keep a minimum of 6 feet between yourself and others.
Everyone should wear a cloth face cover when they go out in public.
Cover your mouth and nose with a tissue when you cough or sneeze or use the inside of your elbow.
Clean and disinfect frequently touched surfaces daily. This includes tables, doorknobs, light switches, countertops, handles, desks, phones, keyboards, toilets, faucets, and sinks.
For more detailed and up-to-date information, visit the CDC’s website by clicking here.
According to the CDC, reported illnesses have ranged from mild symptoms to severe illness and death for confirmed coronavirus disease 2019 (COVID-19) cases. These symptoms may appear 2-14 days after exposure (based on the incubation period of MERS-CoV viruses):
Click this link for full details from the CDC.
- Shortness of breath
If you, or a roommate, think either of you have been exposed to COVID-19 and are experiencing fever and symptoms, such as a cough and difficulty breathing, please immediately contact your healthcare provider for medical advice.
In consideration of others, please self-isolate in place until given further instructions by your healthcare provider or other qualified local or state officials.
We are empathetic with the challenges the COVID-19 pandemic is creating nationally and globally with the impact on student lifestyles, including campus closures; online course attendance; required transitions back to cities, states, or even nations of origin; and concerns over employment.
However, it is important to point out that our communities are private and independent from the university, and we remain open and accessible for all of our residents. Our lease agreements are also not contingent on the university’s shift to online/remote learning and cannot be adjusted due to illness or extenuating circumstances. Residents may chose to leave early, but should they do so they remain financially responsible for rent and all accrued charges, through the end of their lease.
While we realize that you and your family may be facing uncertainty with employment or source of income, we are not able to release residents from lease obligations at this time.
In order to ease the financial hardship and difficulties so many of our residents may face in the coming months, we have implemented several new policies.
Please know that we are actively researching local and national financial support resources for residents experiencing financial difficulty. We also encourage any residents facing hardship to explore emergency rental assistance programs that may be available in your area.
In consideration of the difficult financial climate caused by the sudden and rapid spread of the COVID-19 virus, we have taken the following actions in support of our residents:
- As we continue to encourage social distancing and to assist those that may be away from their apartments, we have made the decision to absorb 100% of all online payment fees for the month of April. This extends to all residents and guarantors regardless of whether they were previously using our online payment portal, and regardless of their past payment history.
- Effective April 1, 2020, all late fees have been waived.
- We are temporarily pausing all rent-related evictions. Eviction moratoriums that have been put in place do not relieve residents of paying rent or complying with their lease.
- Until further notice we are waiving 100% of the reletting charges (reassignment fee) for residents who find someone to take over their lease. Please contact your community’s office to discuss.
- To the extent our residents are unable to make lease payments due to a loss of income that has resulted from the COVID-19 pandemic, we encourage them to reach out to our Community Manager to request and discuss a possible payment plan.
The CDC and local governments have asked that public spaces be limited to slow the spread of this virus, and we, along with the majority of rental communities across the country are doing our part by closing amenity spaces and limiting face-to-face contact. We will deeply clean all spaces and re-open as soon as it is recommended that we do so.
Amenities are a desired feature of our community which are offered to our residents free of charge and are not included in rental payments. For this reason no compensation will be considered for the temporary closure which is intended to protect the health and well-being of our residents.
While our office will continue to accept packages on your behalf during posted office hours, we ask that you call 10 minutes prior to stopping by to pick up your package.
Once our staff is notified, we will place your package in a pre-designated area outside the office doors for you to pick up (identified with yellow tape).
- We will not accept flowers or perishable deliveries from local shops and restaurants
In these situations we will be happy to assist, but we’ll first need to confirm your identity by asking you to send us an email requesting the assistance, and including the shipping address and a copy of your valid government-issued picture ID (phone picture is sufficient for these purposes).
Before preparing the package to be shipped, we’ll need you to pay and arrange for the package to be picked up directly with your preferred courier service (FedEx, UPS, etc.).
Once we receive a copy of the shipping label we’ll affix it to the package in preparation for pick-up.
Stay well, stay safe, stay socially distant but virtually close!
Finally, we encourage everyone to rely on the latest releases from health officials at the CDC and World Health Organization for the most up-to-date information, including preventative measures to take.
In the meantime, we will continue to focus on providing the best experience we can and helping everyone live well.
Thank you for your understanding and patience as we all respond to this rapidly evolving situation.
Your Capstone Management Team