Silverleaf Management Group FAQ
This page is dedicated to answering your questions regarding the transition to our new community management company Silverleaf Management Group on October 1, 2019. If your question is not answered here nor in the Silverleaf information that you will receive in the mail mid-September, contact our property manager, Brittany Pinto-Williams at Silverleaf Management firstname.lastname@example.org with your questions.
+ HOW IS THE COMMUNITY MANAGED?
Effective October 1, 2019, Olde Ivy at Vinings will be managed by Silverleaf Management Group. Silverleaf handles day-to day operations and coordinates maintenance requests for common elements, advises the Board of Directors, and handles financial management. Your manager is Brittany Pinto-Williams and your Community Specialist is Lauren Austin. Brittany is dedicated solely to Olde Ivy and will not have any other properties to manage.
+ WHO IS SILVERLEAF MANAGEMENT GROUP?
Silverleaf Management Group, LLC is an unrivaled Homeowners Association Management Company specializing in providing personalized Community Association Management Services to communities throughout Metro Atlanta. We are committed to surpassing our clients’ expectations by going the extra mile to find the perfect fit for our communities. Our talented community managers are always available for questions or concerns. We answer the phone when you call us. We invest in building partnerships and that taking the extra time, effort, and resources to help your association run smoothly. Our partnerships are the key to making sure your association has everything it needs to be successful.
+ HOW DO I REACH THE MANAGEMENT TEAM?
- Both Brittany and Lauren can be reached at 770 554 3984 or at email@example.com.
- Brittany’s email is firstname.lastname@example.org and Lauren’s email is Lauren@silverleafmanagement.com.
- We are available via telephone Monday-Thursday from 9am to 5pm and on Fridays from 9am to 3pm.
- Brittany will be on site weekly and ready to meet with owners on those days by appointment. Exact onsite hours are TBA and will be announced prior to October 1st.
- Our phones are answered by a live operator 24/7, with after hours calls directed to an answering service (see below).
- You can email the team at any time at email@example.com
+ WHAT CONSTITUTES AN EMERGENCY?
- If there is an emergency (life-threatening event, theft or fire), call 911.
- For an urgent situation during office hours (elevator not working, a water leak in a building or the irrigation system, building access system not working, or any other issue that might present a danger to the building residents), contact the management company at the main number 770 554 3984.
- For an urgent situation outside of regular business hours, calls to 770 554 3984 will be directed to a live answering service that will contact the on-call manager for assistance. Response times vary, but we endeavor to respond within 30 minutes of a call being received after-hours.
+ WHAT IF I HAVE A PENDING REQUEST WITH MANAGEMENT?
While we will make every effort to identify any pending projects or requests, we ask that any owner with an unresolved request and/or issue contact our management team firstname.lastname@example.org so we can assist you in making sure all information is captured.
+ HOW SHOULD I REPORT MAINTENANCE CONCERNS?
Refer to your governing documents (oldeivy.org/governing-documents) for details regarding your responsibility as an owner. However, all maintenance concerns can be reported via telephone 770 554 3984 to our office, email at email@example.com, or residents who register at the owner’s portal of our website after October 1 can make maintenance requests online. All requests, regardless of submission process, will be logged and tracked in our system.
+ WHAT HAPPENS IF I SEND MY PAYMENT TO THE WRONG MANAGEMENT COMPANY?
New Silverleaf information with coupon books will be provided mid-September. Please make your September payment to your current CMA based account. The previous management company should turn off their lockbox prior to the first of October, so any payments sent after that day will get rejected. For those owners that pay early, payments will be accounted for in the closing financials, and we will update their account accordingly. If you are using online bill payment, we recommend deleting the previous payment and entering a new payee rather than overwriting the original payment entry.
+ WILL MY WATER BILL PAYMENT CHANGE?
Yes, but this is not part of the Silverleaf transition. We have been advised that APEX Billing Solutions has been purchased by Conservice. You should already be receiving mail from Conservice with details of the change and information regarding water bill payments. Questions about this change should be directed to the Conservice customer service number 1 844 824 0022.
+ WHEN CAN I REGISTER ON THE SILVERLEAF WEBSITE?
Anytime after October 1, 2019 when the transition to Silverleaf Management will be completed. By mid-September, you will receive mail from Silverleaf Management which will include information about our website and online portal for residents. Olde Ivy residents will not be able to register until after October 1, 2019.
+ WILL I BE ABLE TO VIEW MY ACCOUNT INFORMATION ONLINE?
Yes, Silverleaf offers an online option for owners that would like to register their contact information into our secure system. We will ask that you provide a primary email address and a phone number, and each additional resident may also provide their specific contact information. This information will ONLY be used for Association business and owners will have the ability to adjust security settings and set their own username and password.
+ HOW DO I VIEW MY ACCOUNT BALANCE?
After October 1, 2019, you will be able to register online and view your account balance and payment detail inside our resident portal at https://portal.silverleafmanagement.com. If you have trouble using the website, please call our office at 770 554 3984 for assistance.
+ HOW SHOULD I PAY MY ASSOCIATION DUES?
New Silverleaf payment information and a coupon book will be provided by mid-September. Your October payment will be made using this new information. Silverleaf Management Group, LLC offers several options for your association dues payment. Please allow enough processing time for your payment to be received and applied to your account. We recommend at least 5-7 business days, unless you are enrolled in automatic draft or are utilizing our online E-Check service. We do not accept cash payments. The remittance address for all mailed payments is as follows:
Olde Ivy at Vinings
c/o Silverleaf Management Group
PO Box 538690
Atlanta, GA 30353-8690
+ CAN I PAY BY CREDIT CARD OR ECHECK PAYMENTS?
You may submit your payments via credit card or eCheck through the owner’s portal at https://portal.silverleafmanagement.com. The online portal will not be available to Olde Ivy residents until after October 1, 2019.
This is a self-initiated, one time or recurring debit from your credit card, checking or savings account that is controlled by you. Please be aware that there is a convenience fee of 3.35% charged for paying by credit card. This fee is set by the credit card company and the payment processor. E-check payments are always free.
+ CAN I PAY USING ONLINE BILL PAY?
If you use on-line bill-pay through your bank, make it payable to your association and use the address information listed below. Please list your account number on the check OR you may list your unit address. Please schedule the online bill-pay in accordance with your specific bank's policy to ensure enough time for mailing of Association Dues. Don't forget to update this with your bank each year after the annual meeting! The remittance address for all mailed payments is as follows:
Olde Ivy at Vinings
c/o Silverleaf Management Group
PO Box 538690
Atlanta, GA 30353-8690
+ CAN I PAY USING ACH (Automatic Draft)?
You may enroll in automatic draft where your dues will debit directly from your checking or saving account on the same day each month (usually by the 5th). Enrollment information will be forthcoming to each owner. This service is available at no charge and can be discontinued at any time with two weeks’ notice.
+ CAN I PAY USING A COUPON BOOK?
A coupon book for October, November and December, 2019 will be sent to you by mid-September with information specific to your account number. Information will also be provided to you at that time for you to set up alternative forms of payment other than via coupon.
+ WILL I RECEIVE A BILLING STATEMENT?
If you choose not to use a coupon book, a statement of your account will be printed and mailed on or around the 15th of the month prior to the due date. These statements will have your property information, as well as your account number for proper application. You may elect to have statements delivered electronically by providing a valid email address to management.