Residents Handbook

WHEN THINGS GO WRONG . . . MAINTENANCE SERVICE
Pebble Creek Apartment Homes provides you with maintenance service 24 hours a day. This means we have someone on call at all times every day of the year.

If you have an emergency, call the appropriate number listed on page one. The answering service will be happy to assist you. If the emergency involves water, please use the master water cut-off valve to minimize damage generally located under the sink or behind the commode. A maintenance person will be there as soon as possible.

During office hours, the Rental Information Center can handle any maintenance requests you may have, whether they are emergency or non-emergency. The Rental Information Center staff can quickly dispatch the appropriate personnel to handle your problem. We suggest that when you call in a request, please find out to whom you are speaking and request that same person if the problem continues. This way we will be able serve you more efficiently, and will get to know you better.

AN EMERGENCY IS ANYTHING THAT IS CAUSING OR HAS THE POTENTIAL TO CAUSE DAMAGE OR HARM.

EMERGENCIES INCLUDE: NO HOT WATER, NO HEAT, NO A/C, WATER LEAK, AIR CONDITIONING LEAK, BROKEN FRONT DOOR LOCK, INOPERABLE COMMODE, INOPERABLE REFRIGERATOR, INOPERABLE STOVE, GAS LEAK, OR ANYTHING THAT MIGHT CAUSE DAMAGE TO THE APARTMENT OR BUILDING.

FOR EMERGENCIES THAT ARISE BETWEEN 6:00 PM AND 10:00 AM, and on weekends and holidays, call the Pebble Creek Emergency Maintenance number; you will be provided with the necessary information for assistance. Please do not use our Emergency Maintenance Service for non-emergency problems that must be handled during normal office hours.

The Pebble Creek maintenance team is continuously striving to provide our residents with the best possible maintenance service. The team has completed a program of training that will enable them to identify preventive maintenance opportunities in each apartment. Therefore, when maintenance is called to your apartment for a repair they will be performing preventive maintenance checks in addition to repairing the item requested. We believe this type of program will eliminate many emergency work requests and therefore provide better service for all our residents.
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SNOW REMOVAL
Snow removal is a shared responsibility between Pebble Creek residents and Pebble Creek team. Our team works very diligently to remove snow and ice from the parking lots, sidewalks, and stairways in the community. We recommend that Pebble Creek residents have a broom, snow shovel, ice scraper and de-icer on hand to personally remove snow from their vehicles and around it.

Although our team is the best around, we cannot be everywhere at once so please be patient when calling about snow removal requests. Please park your cars at least 3 feet from the curb when weather predictions include snow accumulation. This will help our snow and ice removal team when clearing the sidewalks and making them safe for passage. Additionally, please report any extremely hazardous areas to us so we may give it our immediate attention.
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LOCKOUTS
If you are locked out of your apartment during office hours, you may bring a picture ID to the Rental Information Center and check out a key for 10 minutes; however, we will not let anyone into your apartment that is not on the lease as an occupant. Make sure your children are listed as occupants. If you are locked out after hours, call our emergency maintenance number at (540) 989-3323. The lock-out charge is $25.00.
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RENTAL INFORMATION CENTER
The Pebble Creek Rental Information Center will be open from 9:00 AM until 6:00 PM Monday through Friday, Saturday 10:00 AM until 5:00 PM, and 1:00 PM until 5:00 PM on Sunday. Please try to arrange to discuss any business matters with the office staff during the weekday office hours.
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RENTAL PAYMENT
Rent is due and payable on the first of each month. Checks should be made payable to “Pebble Creek Apartments” and should be brought down to the Rental Information Center or dropped in the Rent box, located in front of building 3345. Residents agree to pay a late charge of $50.00 on rent received after the close of office on the 5th day of the month, REGARDLESS OF WEEKENDS, HOLIDAYS, and OR POSTMARK. If a partial payment is made, the late fee policy will automatically go into effect. Post-dated checks cannot be accepted. Only the persons listed on the lease agreement may pay rent. Occupants are not permitted to pay rent under any circumstances. CASH IS NOT ACCEPTED IN THE OFFICE.
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RETURNED CHECKS
There will be a charge of $50, plus a late fee payment of $50, for any returned check plus any applicable bank charges. CERTIFIED CHECK, CASHIER’S CHECK, or MONEY ORDER must cover returned checks. However, after two returned checks, you will be required to pay your monthly rental payments by certified check, cashier’s check, or money order. Please note: Checks are only deposited once. Postdated checks are not acceptable.
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PARKING
Parking is on a first-come, first-served basis and cannot be individually assigned.

1. To assure adequate parking for residents’ vehicles, please park boats and trailer in the designated area for boats.
2. Out of respect for your neighbors, if you have two vehicles, park one of them in a lesser-used section of the lot and ask guests to use auxiliary parking lots or street parking.
3. Please do not park in front of dumpsters, on the grass, in fire lanes, on yellow lines, etc. Improperly parked vehicles will be towed at the vehicle owner's expense.*
4. Please park regularly used motorcycles two to a space whenever possible. Due to fire regulations, motorcycles and motorbikes cannot be parked on balconies, patios, and decks or in the common hallway area. When not in daily use please park in auxiliary lot.
5. It is important that all of your vehicles be registered with the Rental Information Center to avoid problems with notification in the case of accidents or thefts. In the unlikely event of a motor accident or vandalism, please call the Roanoke County Police Department.
6. In order to help maintain a beautiful environment, no vehicle repairs or maintenance is permitted in the community, but washing may be done in designated areas.
7. Please report any loitering observed in the parking lots to the Roanoke County Police and subsequently the rental office. Your observance protects you and your neighbors.
8. Please report any abandoned and unused vehicles or vehicles with expired tags seen in the community. These vehicles will be given ten (10) days notice and then towed at the vehicle owner's expense. *
9. Abandoned, unused, or non-operable vehicles cannot be parked on the premises at any time.
Please observe these rules; they mean adequate parking for everyone. Should there be a parking problem, please contact the Welcome Center.

*Note: Any problem that requires towing will be charged to the vehicle owner.
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PETS
Because each pet owner at Pebble Creek must accept responsibility for their own pet, the following must be observed:
1. Only two pets per apartment. The combined weight of both fully-grown pets must be under 60lbs on the 1st floor and under 40lbs on the 2nd and 3rd floors. A veterinarian must verify weight of the pets.
2. Written permission must be obtained from Pebble Creek before bringing the pet onto the property.
3. Having a pet requires a "pet addendum" to the lease, an adjusted rent schedule of $10.00 per month per pet and an additional pet fee of $300.00. The refundable portion cannot be refunded until the residents vacate the apartment and the final inspection is complete. When vacating the apartment $100.00 of the security deposit is refundable less any damages. All residents and guarantors must sign the “pet addendum” agreement.
4. Please "walk" pets away from the buildings. Pet owners are responsible for clean up of all pet wastes; failure to do so will necessitate a charge.
5. The county leash law requires that all dogs and cats must be on a leash or carried at all times when they are outdoors.
6. Pets cannot be allowed at the pool or on the tot lots at any time.
7. No pet can be left unattended or tied in an apartment for more than twenty-four (24) hours, or left on a patio, balcony, or common areas unattended at any time.
8. NO REPTILES, DANGEROUS, HARMFUL OR POISONOUS ANIMALS WILL BE ALLOWED.
9. The following breeds of dogs will not be allowed: Pit Bulls, Dobermans, German Shepherds, Rotweilers, or Chows. This includes mixed breeds.
10. "Guest" pets cannot be allowed. An additional pet addendum must be signed and additional security deposit paid.
11. Please do not feed stray animals anywhere in the Pebble Creek community.
12. Resident must update Pet Addendum at each lease renewal period.
13. Pet deposits are required for cats, dogs, ferrets, and rabbits.
14. Rabbits, hamsters, gerbils, and birds must be caged at all times.
15. Please note: One pet per apartment unless a second pet has been approved by management. This also applies to pets that do not require a deposit.

Residents come first at Pebble Creek so it is important that no pet becomes a nuisance.

If a pet does become a nuisance, it will be removed from the community. Refusal to remove the pet from the premises as deemed necessary by Owner/Owner's Agent will constitute grounds for "injunctive relief" as outlined in the Virginia Residential Landlord and Tenant Act.
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BIRD FEEDERS
Although bird feeders give us the opportunity to view nature up close, birds have the potential to cause great damage to our buildings. Because of this potential damage, bird feeders are prohibited from being placed on, attached to, or hung on any building or tree in Pebble Creek.
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AQUARIUMS
On the second and third floors, you may have an aquarium that weighs up to twenty (20) gallons. On the first floor it may weigh up to fifty (50) gallons.
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SECURITY DEPOSIT
The security deposit must be paid prior to occupancy. According to the laws of the Commonwealth of Virginia, the security deposit collects interest per annum in six-month increments after the money has been held for 13 months or longer.

When a resident vacates their apartment, an inspection will be made using the Standard Vacating Checklist to determine what charge, if any, will be applied to the Security Deposit. Door/mailbox keys must be turned in before or on the resident's lease expiration date. RESIDENTS MAY NOT APPLY THE SECURITY DEPOSIT TOWARD RENT OWING ON THEIR APARTMENTS.

After residents vacate the apartment, the security deposit refund check or notification of inspection and pending charges will be mailed to the forwarding or last known address within 45 days of the lease expiration date. You will be notified with in 30 days of lease expiration date if your deposit is being held due to damage charges.

Vacate inspection appointments can be made Monday through Friday between 9:00 AM and 5:00 PM. All requests must be received 2 weeks in advance of the lease ending dates. The apartment must be completely vacated and cleaned prior to the appointment.

Please Note: Pebble Creek will not be responsible for lost refund checks due to the resident’s failure to provide a forwarding address.
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CONDITION REPORTS
Please complete your condition report and return it to the Rental Information Center within five (5) days after the commencement of your lease. This list will be used to correct any problems at the start of your lease and to prevent an incorrect charge for damages that were present when you accepted possession of your apartment. This helps protect your security deposit money. The Pebble Creek maintenance staff has up to 30 days to address the issues noted on the condition report. Any emergencies will be taken care of immediately. If the condition report is not received within the five (5) days after commencement of the lease, Pebble Creek assumes the apartment is in perfect condition.
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LEASE OBLIGATION
Your lease is a legal agreement. It indicates what you can legally expect from Pebble Creek and what Pebble Creek can expect from you. In the lease you have agreed to rent for a specific length of time. You cannot arbitrarily reduce the term of the lease by moving. Quite fairly, we have the right to take legal action for damages and rent arising from a premature move or if sixty (60) day notice has not been given. However, a sixty (60) day notice does not automatically release a resident from lease obligations during the lease term.

If you find that you must move, contact the Rental Information Center as soon as possible. We will help you by explaining your obligations and possible alternatives. See Appendix 1.
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TERMINATION OF A LEASE BY HHHUNT
A resident's lease may be terminated if there is a breach of the agreement or non-compliance with related policies. Notice of termination can be served to the resident after the first warning of a violation has been issued. The Owner/Owner's Agent also has the right to give the resident a sixty (60) day written notice prior to the expiration date of the lease that renewal of said lease is not desired.

Additionally, should the resident be late with the rent payment three times within the term of the lease, that shall be grounds for termination of the lease, at the option of the Owner/Owner's Agent.

In accordance with the VA Landlord & Tenant Act of 1974, the resident will still be responsible for the total term rent until the lease ends or the apartment is re-rented.
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ENTRY OWNER/OWNER’S AGENT
The Owner/Owner's Agent of Pebble Creek must maintain the right to enter apartments at any reasonable time to inspect or maintain the apartment community.

We will always give reasonable notice of the intent to enter an apartment except in cases of emergency, resident-requested work orders, condition reports, newsletter notification of filter changes, or in the event it is impractical to do so. Any time the maintenance or rental staff enter your apartment, the door will be locked when they leave.
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SOLICITING
No soliciting or handbill distribution is permitted in the community. "No Soliciting" signs have been posted and will be strictly enforced. Please contact the Rental Information Center if you encounter this problem. We want to protect your right to privacy.
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ELECTRICITY
ELECTRICITY MUST BE IN YOUR NAME AT LEASE COMMENCEMENT DATE AND LEFT ON AND IN YOUR NAME UNTIL THE EXPIRATION DATE OF YOUR LEASE. A $25.00 ADMINISTRATIVE FEE WILL BE APPLIED TO ANY AEP BILLING SENT FROM OUR OFFICE. RESIDENTS THAT DO NOT HAVE THE SERVICE TURNED ON IN THEIR NAME OR RESIDENTS THAT TURN THEIR SERVICE OF EARLY, WILL RECEIVE A $25.00 ADMINISTRATIVE CHARGE FOR EACH BILLING.

During the winter never disconnect the power for any reason as severe damage may occur as a result, with the resident being responsible for payment. Please, maintain a room temperature of at least 60 degrees to prevent pipes from freezing.
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NOISE (COMPLAINTS)
Apartment living requires consideration for others, especially where noise is concerned. Since most noise problems are not due to residents being intentionally inconsiderate, but due to a lack of awareness of the problem, we suggest that personal contact with the noisy resident will solve most situations. As a last resort and if after office hours, contact the Roanoke County Police Department for corrective action. We also ask that you advise the Rental Information Center on the following workday, giving the apartment number of the offending resident and the circumstances surrounding the complaint.

CONTINUED RESIDENT COMPLAINTS WITH OWNER/OWNER'S AGENT VERIFICATION OF THE PROBLEM WILL RESULT IN WARNINGS FROM THE RENTAL INFORMATION CENTER AND EVICTION, SHOULD THE PROBLEM NOT BE CORRECTED.
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