COVID-19: Doing Our Part

This page was last updated on Wednesday, November 25th, 2020 at 12:07 PM CST

Prospective Residents:

As a prospective resident, there are a few changes to be aware of that are a part of Madera Residential’s COVID-19 response plan. We understand these new policies and procedures are likely to inconvenience many, however, we are taking every precaution to uphold the safety of our residents and staff. We appreciate your patience during these uncertain times.

As of 10/29/20, the following applies to all prospective residents:

Leasing Offices – As of Thursday, October 29th, leasing offices will remain staffed and open during regular business hours by appointment only. Exceptions include resident move-ins and move-outs. Our office protocol will include routine disinfection and all property staff will wear face masks & gloves while practicing safe distancing. Staff will manage occupancy and require appropriate social distancing. If you have questions about one of our properties, please fill out the “Want to Know More” card at the bottom of our property web pages.

  • Our property staff is still available via phone or email during business hours and will respond as soon as they are able.

Tours – Until further notice, we will be hosting virtual and in-person tours by appointment only. We will continue to enhance virtual tours for each of our properties. Please contact the property you are interested in, directly, to schedule a virtual tour with one of our leasing agents.

Move-Ins – Move-ins are instances in which the public will be allowed into the leasing office. This should give you a sense of comfort knowing we will be there to serve you when it comes time to move-in to a Madera property.

We are doing our best to respond quickly and appropriately as this situation unfolds. Please feel free to review the changes that have been instituted at our properties to understand all Madera is doing to keep our residents and staff safe. We look forward to having you as a resident at a Madera Residential property!

Current Residents: Updated Payment Information

The spread of the Coronavirus (COVID-19) throughout the cities and communities we call home, has driven us to reevaluate our daily business practices and precautions. We have spoken with and are cooperating with all our local health departments. Allowing these agencies to lead the management and response to this crisis is essential, and our recognition of HIPAA privacy rules will be our guide through this time. We believe it is our obligation to help prevent the spread of the virus, not only for the well-being of our residents and staff but our community.

After careful analysis of the ever-changing global landscape, we will be implementing the following changes:

Leasing Offices – As of Monday, November 30th, leasing offices will be staffed and open during regular business hours by appointment only. The exceptions are move-ins, move-outs, and payment windows. Occupancy will be governed by the current orders of the Governor. Our property staff will manage occupancy and require appropriate social distancing. All residents are requested to wear face masks and asked to refrain from visiting the office with any symptoms of illness. Your property staff will still be available via phone, email, or through the Resident Portal during normal office hours.

Package Delivery – Packages will no longer be accepted in the leasing office after the close of business Tuesday, March 17th. This will remain in effect until further notice.

Online Payments – We highly encourage ALL residents to utilize our Resident Portal to schedule online payments.

  1. We will continue to waive ACH payment fees, as is our current practice

Late Payments – If you anticipate being unable to pay December rent on time, please contact your property manager as soon as possible.

In-Person Payments

In an effort to limit the exposure of our staff and residents, and follow Phase 2 guidelines, we are expanding in-person payments, due December 1st, to the following payment windows: 

Tuesday, December 1st

  • 11:30am – 1:00pm
  • 4:00pm – 5:30pm

Wednesday, December 2nd

  • 11:30am – 1:00pm
  • 4:00pm – 5:30pm

Thursday, December 3rd

  • 11:30am – 1:00pm
  • 4:00pm – 5:30pm

Friday, December 4th

  • 11:30 am – 1:00pm
  • 4:00pm – 5:30pm

Saturday, December 5th

  • 12:00am – 2:00pm

Monday, December 7th

  • 11:30am – 1:00pm
  • 4:00pm – 5:30pm

 

Money Orders – If paying by Money Order, it is imperative that your Money Order is filled out thoroughly with your:

  • Property Name
  • Property Address
  • Full Name
  • Unit #
  • Rent Amount
  • Personal Signature

Sample Check

Again, we encourage online payments or payments via USPS.

Online Payments

Residents are encouraged to make online payments to uphold social distancing at our properties in order to keep themselves and staff healthy. We understand that all residents may not be able to utilize our online payment option, however, if you are able to do so, we ask you to consider setting up and utilizing online payments as soon as possible.

We will follow up shortly with our new protocol for accepting in-person payments for those that are unable to pay online.

To enroll in Online Payments:

  1. Access the Resident Portal via your property website or the link here: https://my.maderaresidential.com/
  2. If you have never logged into the Resident Portal, select I’m a Current Resident and set up new login credentials (username & password). If you are currently a Resident Portal user, log in with your credentials.
  3. Select Make a Payment
  4. Enter your bank account or credit card information for online payments (If you have never payed online before – it may take up to 2 days to verify your account information) That’s it, you’re done!

Other Important Changes

In the interest of maintaining the safety of our residents and associates, we will be implementing the following changes across all Madera properties:

Maintenance: We will continue providing both emergency and routine maintenance. In order for maintenance technicians to complete those requests, all residents must agree to leave their homes or remain behind closed doors while the technician is in the unit. Maintenance technicians performing requests will wear gloves and a mask. Routine service requests can now be submitted via the Resident Portal.

  • To limit instances of maintenance technicians occupying homes for routine maintenance, we have created a few videos that might help you fix a few common household DIY maintenance issues. DIY Videos

Common Area: Mail centers & laundry facilities will remain open at this time.

Indoor Amenities: Indoor amenities like fitness and business centers, with access separate from the property office, will remain open at 50% capacity during normal operation hours. Fitness and business centers solely accessible within the property office are not accessible at this time. Look for posted signage for instructions specific to your property. Use these amenities knowing that you are responsible for your own health. Take appropriate precautions by sanitizing the equipment before and after use, and maintaining a healthy distance from others. Although uncomfortable, we strongly suggest wearing masks and gloves

Outdoor Amenities: All other outdoor amenities, such as dog parks, playgrounds, tennis courts, and basketball courts already opened will remain open at 50% capacity. Use these amenities knowing that you are responsible for your own health. Please adhere to social distancing guidelines while using the facilities. We strongly encourage wearing a mask and gloves.

Pest Control: Preventative pest control will be postponed until further notice. Requests for pest control will require the resident to be home for the scheduled treatment or to provide the office permission to allow a pest control technician to enter the unit unsupervised.

Keeping Your Home Safe

Per the CDC’s recommendation we encourage you to implement the following procedures in your own apartment home to stay healthy and prevent further spread:

  • Wash your hands at the door & at regular intervals
  • Create habits to avoid touching your face & cover coughs and sneezes
  • Routinely disinfect surfaces like doorknobs, tables, and handrails
  • Increase ventilation by opening windows or adjusting your air conditioning

Stay Informed

Because Madera Residential is not a medical provider, we highly encourage you to stay up to date and follow the recommendations of local city and county officials, as well as the United States Center for Disease Control (CDC). Social media is not a reliable source for this information.

CDC Website

Harris County Public Health

Dallas County Health & Human Services

Tarrant County Public Health

Lubbock Health Department

A Gift For You

In light of the ever-changing situation with COVID-19, we have partnered with RightNow Media to provide a comprehensive library of videos and encouraging content, as a free and on-going gift from us to you.

RightNow Media is designed to help families, single adults, and working professionals grow through content on leadership, professional development, personal finance, marriage, and parenting, in addition to extensive children’s content. Our hope is that RightNow Media would be a platform that allows you to invest in yourself and your family during these trying times, and long into the future.

Click here to get started with RightNow Media!

We’re here to help

We are doing our best to respond quickly and appropriately as this situation unfolds. We appreciate your patience and flexibility as this is an unprecedented situation.

If you have questions or concerns regarding online payments, please contact your property staff via phone or email and they will get back to you as soon as they can.