Resident Handbook 2024-2025

Resident Handbook

2024-2025

Welcome Home!

I’m Kerry Patterson, Executive Director of Property Management at Senné. I work closely with a staff of property managers, maintenance technicians, and accountants, all here to make your experience as safe and comfortable as possible.

Please take a moment to review the contents of this packet as it includes information that will be helpful to you throughout your tenancy.

Senné is committed to providing the best possible customer service to all of our residents. If there is ever a time you need assistance, our team is here for you. We look forward to working with you.

Enjoy your new home!

Kerry Patterson, CMCA, AMS associationmgmt@sennere.com 617.314.9400

Contact Our Team Senné is conveniently located in the North End at One Lewis Wharf in Boston. Our office is open Monday through Friday between 9:00 a.m. and 5:00 p.m. If you need to reach us outside of our office hours, we are available 24/7 by phone or email.

We have one phone number and one email for all property management, maintenance, and accounting questions you may have. For your convenience, and for our organization, please refer any maintenance requests or questions about items in your unit to the email and phone number listed below.

Phone Number: 617.314.9400 This number is answered 24 hours a day, 7 days a week. If you have an issue after hours, leaving a message with the answering service gets transcribed into an email and sent to our on-call team. If the call is urgent, you will receive a response from our on-call staff within the hour.

Email: maintenance@sennere.com This centralized email address is monitored by our management team members on a regular basis to ensure your needs are met as quickly and efficiently as possible. Please always refer questions about maintenance issues related to your unit to this address. Reminder to include your address and unit number on all requests!

Mailing and Office Address: The Senné Company ATTN: Property Management One Lewis Wharf Boston, MA, 02110

Frequently Asked Questions How Do I Submit Maintenance Requests?

For any maintenance issues in your unit, please compile a list of concerns, and email that to us at maintenance@sennere.com or call us at 617.314.9400. Be as specific and descriptive about the issue as possible—pictures help! The more we know about your requests up front, the quicker we’ll be able to find solutions.

Alternatively, you can also submit these types of requests online via your resident portal using your login credentials. Don’t forget to include your address!

How Can I Pay My Rent?

Rent is due in full on the first of every month.

You can mail a check or money order made out to ‘Senné Management, LLC’ and send it to: One Lewis Wharf, Boston MA, 02110. If you would prefer to pay rent online, please enter in your domestic bank account information through your online resident portal. Rent payments not received on time may result in late fees or other charges.

What If I’m Locked Out Or I’ve Lost My Keys?

Any lockouts should be called into our main number 617.314.9400. During normal business hours (9 a.m. to 5 p.m., Monday through Friday) a fee of $100 will be charged, and a team member will arrive to assist you. Outside normal business hours, the fee is $150. In all situations, if you require replacement keys, we charge $25 per key (not per set).

How Do I Handle Trash and Cleaning at the Property?

Trash and recycling items should be placed in the appropriate bins located at the property.

Please be sure to break down all boxes! All common areas of the property must be kept free and clear of any and all belongings at all times.

This is per city ordinances for health and fire safety.

Is There Parking Available?

Unless specifically stated in your lease, there is no parking available at the property. You can obtain a resident parking sticker to park on the street by contacting the City’s Department of Traffic & Parking.

Can I Have a Pet? Unless specifically noted on your lease, no pets are allowed in the unit. If you are considering getting a pet, please check with us and your landlord first for written approval. Unless you have received specific permission in writing by Senné to have a pet, they will not be allowed.

Can I Sublet My Room?

Sublets or changes in tenancy may be approved on an as-needed basis, we cannot guarantee approval. We require all potential new residents to fill out an application and provide necessary supporting documents to be submitted for landlord review and approval prior to moving in. We charge a fee of $250 with each approved application or change in tenancy.

Can I Paint My Room? Can I Install a TV Mount?

You may not paint your room, install a TV mount, or make any alterations to the apartment without prior written approval from Senné or the landlord. If there is something you would like done, please email us the specific request for approval.

I Have an Issue With My Neighbors, What Should I Do? We encourage all of our residents to be respectful and mindful of their neighbors and the surrounding community. If you have a problem or concern with a neighbor it is usually best to try to resolve any issues amongst yourselves. Of course, if this does not work, please feel free to reach out to us and we will see if we can help.

If the issue is serious or life threatening, please contact local authorities.

Paying Rent Rent is due in full on the first of the month, including weekends or holidays!

How to Pay Rent Rent can be paid by check, money order, or cashier’s check payable to “Senné Management, LLC”. No cash or credit card payments will be accepted at any time. Please be sure to clearly label your payments with your property address and name to ensure our accounting department properly credits your account.

Rent can be mailed to us at this address: Senné Management, LLC One Lewis Wharf Boston MA, 02110 Rent can also be paid online through your secure resident portal. Log in to your account and follow the “Make a Payment” instructions to enter in a valid domestic bank account and routing number, to easily and securely submit your rent payments.

If you prefer not to log in and initiate payments manually each month, you can set up recurring autopayments in the desired amount, and on the date of your choice. You are also able to view previous account statements and payment history on your account through this system as well.

If you need help accessing your portal, or have questions about how to set up a payment, give us a call, we would be happy to help any way we can!

When you move out of your unit, please be sure to shut off any auto-payments you may have set up as well. We are unable to access or edit your personal payment information through the portal so we cannot make this adjustment for you.

To Note: If a payment is returned by the bank for any reason, you will be responsible for any associated bank fees and potential late fees incurred.

Submitting a Maintenance Request If a maintenance issue arises in your unit, please let us know as soon as possible! Maintenance requests can be submitted via email at maintenance@sennere.com, online through the “contact us” tab on your resident portal, or by phone at 617.314.9400.

For any urgent items we ask that you please call our 24/7 maintenance line at 617.314.9400 so our on-call staff can respond as quickly as possible!

Our maintenance team schedules routine maintenance visits between the hours of 8:30 a.m. to 5:00 p.m. Monday through Friday. You will receive a 24 hour notification of any regular non-emergency work scheduled to be done in your unit. If you are unable to be home during your scheduled visit, our maintenance team will let themselves in and lock up when they are done. If you ever have an issue or conflict with the scheduling of work, please just let us know as soon as you can and we’ll try to accommodate rescheduling.

If you have pets in your unit, we ask that you be sure to secure them prior to our maintenance staff entering your unit for any work that is scheduled.

There are two circumstances when 24 hour notice of entry may not be provided. In both of these scenarios, there will be an after the fact notification of the entry or entries.

1. Emergencies where we believe there is a threat to property, health or safety.

2. When you or a roommate provides written or verbal consent to Senné via phone or email to enter.

Moving Out: Procedures and Expectations We understand that moving can be a stressful and busy time.

We expect all units to be left in move-in ready, “broom-clean” condition, and for all items to be completely removed on the final day of your lease by 12:00 p.m.

Below are a few things to keep in mind when leaving your unit: General • We want to work with you to make your move as smooth as possible. The more details you can give us about your move out plans the better.

• Keys can be dropped off at our office in the North End on your move-out day, or left in the unit on the kitchen counter upon move out, whichever you prefer just let us know so we can make sure to pick them up if necessary. If we do not receive all keys back upon move out you will be charged for key replacements.

• All utilities need to remain on in the unit, however you should notify the utility companies you are moving to ensure they remove you from responsibility as of your move out date.

• Make sure to notify the post office that you have a new address. Please also provide us with your new address in the event we need to get something to you after you have moved out.

Cleaning • We expect the unit to be left in move-in ready, “broom-clean condition.”

This includes cleaning of the interior, including but not limited to: windows, window sills and door casings, blinds, wiping any drawers & shelves, cleaning all appliances inside and out, sinks, toilets, bathtubs, showers, vanities, light fixtures, floors, etc.

• If you have a storage unit, don’t forget to clear out all items from there when you move!

Trash • Please be sure to follow all city trash and recycling guidelines upon moving out. This includes making sure all trash is inside plastic bags and placed inside trash receptacles, breaking down any boxes and placing them neatly with the recycling, etc.

• If you have trash that exceeds the normal pickup, or large household items, you are responsible for arranging to have it hauled away appropriately. This includes, but is not limited to: couches, appliances, tables, chairs, bed frames, mattresses, furniture items, etc.

Security Deposits • When applicable: Your landlord will return your security deposit plus interest within 30 days of your lease end, less any damages and deductions. Please be sure to provide us with your new mailing address for where this should be sent.

• Please note: Your security deposit cannot be applied to last month’s rent, or used to cover any unpaid charges.

Need Another Rental?

We Can Help!

The Residential Leasing team at Senné is Greater Boston’s premier apartment leasing agency. One of our dedicated associates can help you identify the best options available, and secure the right one to meet your needs. With hundreds of exclusively offered units, and access to thousands more, we will get the job done every time. Stop by our office in the North End anytime, be sure to let them know you are a current tenant!

Senné 84 Atlantic Avenue, Boston, MA 02110 617.314.9400 senne.co

Are You Ready To Buy? Let Us Know!

The Residential Sales team at Senné is the right place to assist you every step of the way. At Senné you’ll find comprehensive real estate sales and advisory services, designed specially for each individual client.

If you’d like to be connected with a sales associate, please reach out directly and let them know you are a current tenant.

Senné 84 Atlantic Avenue, Boston, MA 02110 617.314.9400 senne.co

Important Information Where to Send Rent Checks Senné Management, LLC One Lewis Wharf Boston MA, 02110 Submit Maintenance Requests 617.314.9400 maintenance@sennere.com 24/7 Urgent Maintenance Line 617.314.9400

Our Locations Residential Sales & Leasing 84 Atlantic Avenue Boston, MA 02110 617.314.9400 senne.co Property Management One Lewis Wharf Boston MA, 02110 617.314.9400 senne.co

Local Police and Fire Departments Cambridge Police

Somerville Fire

Non-Emergency

Non-Emergency

617.349.3300

617.623.1700 ex. 8400

Cambridge Fire

Boston Police

Non-Emergency

Non-Emergency

617.349.4900

617.343.4500

Somerville Police

Boston Fire

Non-Emergency

Non-Emergency

617.625.1600

617.343.4634

IN CASE OF EMERGENCY, CALL 911