It is Douglass Properties goal to provide a harmonious living environment for all residents. If a problem develops, however, we ask that your suggestions/complaints be submitted to us in writing as soon as possible after an issue develops. If this is a very serious matter, management will attempt to respond to you within 24 hours; otherwise, if possible, you should expect to receive a response within 5 business days. Please print clearly when completing this form and please keep a copy for your record.

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* 1. Your first and last name:

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* 2. Name of your community:

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* 3. Your unit number:

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* 4. Date and time of incident in question (approximately):

Date / Time

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* 5. Location of incident:

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* 6. Your phone number:

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* 7. Witness #1 name:

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* 8. Witness #1 unit number:

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* 9. Witness #1 phone number:

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* 10. Witness #2 name:

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* 11. Witness #2 unit number:

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* 12. Witness #2 phone number:

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* 13. Your description of the incident or problem:

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* 14. How do you suggest that we respond to the incident or solve the problem?

In an attempt to resolve this matter it may become necessary for this form to be divulged to other parties. For example, where repeated complaints of rule violations lead to an eviction against a resident, it may be necessary to submit this form to a court of law during eviction proceedings. Accordingly, we cannot guarantee complete confidentiality, although we will do our best to protect the privacy of all.
The Residents, Managers and Owners of this Community commit to strive to always:

❏      Treat everyone with courtesy, dignity and respect and follow the Golden Rule.
❏      Keep lines of communication open and listen patiently to each person’s point-of-view.
❏       Refrain from engaging in unfair criticism, gossip, spreading of rumors or making threats.
❏      Avoid “Us vs. Them” thinking or actions and instead pursue “Win, Win” Solutions
❏     A harmonious community depends on management that seeks positive resident relations and residents who cooperate with management and their neighbors
❏     We all must realize that no community, manager or resident is perfect.
❏      Understand that we will all make mistakes, facilities will break down, residents and managers will break rules or fail to enforce rules and some residents will not be able to get along with others
❏      This Issues Resolution Process and the accompanying Resident Resolution Form are intended to be non-exclusive guides for use when situations develop that require management investigation and action.
 
Our aim during the Resolution Process:

Managers should respond promptly to resident’s suggestions or complaints. Managers should adopt the attitude that the resident comes first and is presumed to be right until proven wrong.

Managers should treat their residents with respect and strive to make their residency a gratifying experience.

Resident responsibilities:

Residents should treat the managers with respect and give them time to do their jobs. Residents should understand that managers are not police officers and can’t be expected to be everywhere and see everything 24 hours per day.

 Residents should not make petty complaints.

Residents also should understand that managers aren’t always able to solve all neighbor vs. neighbor disputes. Making a Suggestion/Complaint: We are always open to suggestion.

 Residents should:

❏       talk to the manager about the situation and suggest a resolution;
❏      If you are unsatisfied with the manager’s response ,then use the accompanying Resident Resolution Form to document your request;
❏      If after 10 working days, you are not satisfied with the manager’s response, then send a copy of the Form to the Resident Advocate/management company for action. Investigating the Suggestion/Complaint: When the complaint involves another resident, the manager should talk to that resident first. If that attempt to mediate fails, the manager should write to that resident about the situation.

Responding to the Complaining Resident:

❏      Management should attempt to respond immediately if the matter involves a serious health or safety issue. For more routine matters, management should respond within 5 working days. The response may be orally, in person or in writing all correspondence will be documented in resident files regardless if it is in writing or a verbal conversation.

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