Frequently Asked Questions
Architectural
• What types of exterior modifications can I make to my home without requiring approval of the association?
All exterior modifications or improvements should be approved through the community association’s architectural control process. Please complete the architectural request form.
• Where do I find my community's architectural modification request form?
The architectural modification request form can be found under the Architectural section of Documents in TownSq.
• What's the process for submitting the application? How long does it take to get approval?
Once the application is submitted it will be reviewed by the Architectural Reviewer. This person is tasked by the Board of Directors to review each submission to determine that the request is in compliance with the association’s architectural guidelines. A response from the reviewer may take as many as 30 days from the date of submission. Please ensure that you provide as much information as possible with your application to avoid delays.
• What is the status of my application?
If you have not heard from the Community Manager or Architectural Reviewer within 30 days from the date of submission, please submit a request via TownSq or email your Community Manager at AWHVmanager@goodwintx.com.
Board Meetings
• How do I find out when the next Board meeting takes place?
Board Meeting dates and times are typically noticed via the News and Events section of TownSq. If you have registered your email address, we will also send meeting details via email in advance of the meeting.
• Where can I find copies of the most recent Meeting Minutes?
Meeting minutes are posted in the Documents section of TownSq.
Common Area Maintenance
• What does the Association maintain and what am I responsible for maintaining?
Homeowners are responsible for exterior maintenance to their individual property lines. Townhomes/Condo homeowners are responsible for all exterior maintenance except landscaping of the front yard space.
• I need to report a maintenance issue to a common area in the community...
We sincerely appreciate your efforts in alerting our management team of any maintenance issues in your community. Please submit a request via please submit a request via TownSq and include a picture and as much detail as possible where applicable. You will be able to track the status of your request via TownSq.
• What is the trash/waste pick-up schedule for my community?
Trash pick-up is on Tuesdays with recycling pick-up every other Tuesday.
• What is the bulk pick-up schedule for my community?
Twice a year at your schedule. Additional pick-ups can be arranged at a charge.
• How do I get electric/gas/water/trash service?
Electric-
Bluebonnet Electric Cooperative
800-842-7708
Water -
512-494-9400
Trash-
800-375-8375
customercare@texasdisposal.com
• How do I get a mailbox key?
Please contact your local United States Postal Center for instructions on obtaining your mailbox key or contact a locksmith if your house was purchased as resale.
Compliance
• I just received a violation notice. Who can I talk to about it?
Inquiries related to covenant violations should be directed to our Compliance Department at compliance@goodwintx.com. Additional contact information is available on the notice you received.
• I need to report an issue with a neighbor's home.
Please submit a Request via TownSq with a picture, address of the alleged violation and any details related to the issue.
• When does your compliance driver come through our community?
The schedule will vary, but our compliance drivers typically visit the community on a bi-weekly basis.
• Is there a list of do's and don'ts I can give to my tenant?
A copy of the community’s Covenants, Conditions and Restrictions can be found in TownSq under the Governing Docs section and Documents or your community’s website by visiting www.goodwintx.com and entering your community name in the “Find My Community Page” field at the top right corner of our webpage.
Contacts
• Who can I reach for help?
We have a team of on-site industry professionals standing by to assist you. Here are the various ways you can reach us:
TownSq App: Submit a request via our web and mobile application.
Customer Service Team: Available Monday-Friday, 8:00 AM to 6:00 PM.
855-289-6007 or info@goodwintx.com.
Live Chat is available on our website at www.goodwintx.com.
Christian Ferguson, Community Manager: Discovery Center hours 9:30 am to 6 pm.
By phone at 737-253-9336
Via email at AWHVmanager@goodwintx.com.
Compliance Team: Covenant violation-related inquiries can be directed to compliance@goodwintx.com.
• How can I reach the Board of Directors?
You are invited to address the Board of Directors at the next scheduled Board Meeting or by submitting a request via TownSq.
Documents
• Where can I find the governing documents of the association?
A copy of the community’s governing documents can be found on TownSq "Documents" or your community’s website by visiting www.goodwintx.com and entering your community name in the “Find My Community Page” field at the top right corner of our webpage.
Financial
• What is my balance?
You can view your account balance by logging in to TownSq. You may also request your balance by contacting our on-site team or Customer Service team Monday- Friday, 8:00 AM-6:00 PM by phone, at 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com
• How do I pay for my assessment?
For your convenience, we offer several payment options:
Option 1: Mail-In Your Payment to the following address:
(AWHV) –Whisper Valley Master Community, Inc.
c/o Goodwin Processing Center
PO Box 93447
Las Vegas, NV 89193-3447
Option 2: TownSq website (www.townsq.io) or mobile application. Your account balance is also available by accessing your TownSq account.
From the web:
o Login to TownSq at https://app.townsq.io/login
o From the top of your home page feed, select the account you’d like to make a payment on.
o Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
From the TownSq App:
o From the top of your mobile feed, choose the account you’d like to make a payment on.
o Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
TownSq offers both ACH and debit/credit card payment options. When making credit card payments online, there is a $1.50 convenience fee plus 3.5% of the total payment amount. This fee is based on your assessment. When making a payment via e-check, there is a $1.50 convenience fee.
Option 3: Bank Bill Pay Service - If you use a bill payment service that automatically makes payments for you, please change the name of the payee and the address for payment to the PO Box address referenced above. You will need to note your account number and association code AWHV in the memo section of your check.
• Can I pay my assessment with a credit/debit card?
Yes, credit/debit cards are accepted through TownSq.
From the web:
o Login to TownSq at https://app.townsq.io/login
o From the top of your home page feed, select the account you’d like to make a payment on.
o Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
From the TownSq App:
o From the top of your mobile feed, choose the account you’d like to make a payment on.
o Click “make a payment” to choose from a menu of options including pay your open balance, set up a recurring payment or make a one-time custom payment.
TownSq offers both ACH and debit/credit card payment options. When making credit card payments online, there is a $1.50 convenience fee plus 3.5% of the total payment amount. This fee is based on your assessment. When making a payment via e-check, there is a $1.50 convenience fee.
• What is my property code?
Your Property Code is AWHV.
• What is the Management ID?
6587
• When is my assessment due?
Assessments are due quarterly on Jan. 1, April 1, Jul. 1, and Oct. 1 with late fees taking effect on the 11th.
• Are there any fees associated with online payments?
When making credit card payments online, there is a $1.50 convenience fee plus 3.5% of the total payment amount. This fee is based on your assessment. When making a payment via e-check, there is a $1.50 convenience fee.
• Why does my account show a negative number?
A negative number means that you have a credit balance.
• I received a letter about a past due assessment. Who can I talk to about these fees?
Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.
• Who can I talk to about setting up a payment plan?
Contact our team at delinquencies@goodwintx.com. A member of our team will be happy to assist you however possible.
• How do I update my Western Alliance payment information?
To update existing Western Alliance recurring payments, click here.
• How do I cancel my Western Alliance auto draft?
To update existing Western Alliance recurring payments, click here.
• What is my assessment paying for?
Your community’s assessment pays for the operating expenses of the association. This includes reserve funding, staff, amenity maintenance, utilities, landscaping, pool, fitness, insurance, taxes, etc.
• Where can I find my account number?
You can find your account number in your billing statement or coupon book. If you cannot locate your account number, please contact our Customer Service team at 855-289-6007.
Insurance
• My lender is asking for a copy of the association's insurance. Where do I get this information?
Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com. You can also submit a request through TownSq.
• How do I add my property to reflect on the insurance certificate?
Contact the Association’s Insurance Agent: See the Insurance Certificate tab in TownSq.
Owner Information
• How do I update my contact information/mailing address?
Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com. You can also submit a request through TownSq.
Resales
• How do I get a lender questionnaire completed?
Lender questionnaires can be ordered via the Goodwin website www.goodwintx.com and "Order Resale."
• How much does a lender questionnaire cost?
Visit the Goodwin website at https://www.goodwintx.com for pricing.
• I'm the Lender and would like to get a statement. Is there a charge for this?
A statement can be ordered via the Goodwin website www.goodwintx.com.
Rules/Regulations
• What is the community's rental/leasing policy?
No portion of the Development Area may be used as an apartment flat, lodging house, hotel, bed and breakfast lodge, or any similar purpose, but the residence constructed on a Lot may be leased for residential purposes for a lease term no less than six (6) months. All leases shall be in writing. The Owner must provide to its lessees copies of the Documents. Notice of any lease, together with such additional information as may be required by the Board, must be remitted to the Association by the Owner on or before the expiration of ten (10) days after the effective date of the lease. All leases must be for the entire residence. Each Owner will be responsible for all actions of its leasee and will be held responsible for any violations of deed restrictions, including any violations, liens or penalties.
• What is the community's pet policy?
No animals, including pigs, hogs, swine, poultry, fowl, wild animals, horses, or any other type of animal not considered to be a domestic household pet within the ordinary meaning and interpretation of such words may be kept, maintained, or cared for on the Development Area (as used in this paragraph, the term “domestic household pet” shall not mean or include non-traditional pets such pot-bellied pigs, miniature horses, exotic snakes or lizards, ferrets, monkeys or other exotic animals). The Board may conclusively determine, in its sole discretion, whether a particular pet is a domestic household pet within the ordinary meaning and interpretation of such words. No Owner or Occupant may keep on a Lot more than two (2) cats and two (2) dogs. No animal may be allowed to make an unreasonable amount of noise, or to become a nuisance, and no domestic pets will be allowed on the Development Area other than within the residence, or the fenced yard space associated therewith, unless confined to a leash. The Association may restrict pets to certain areas on the Development Area. No animal may be stabled, maintained, kept, cared for, or boarded for hire or remuneration of the Development Area, and no kennels or breeding operation will be allowed. No animal may be allowed to run at large, and all animals must be kept within enclosed areas which must be clean, sanitary, and reasonably free of refuse, insects, and waste at all times. No pet may be left unattended in yards, porches, or other outside area. All pet waste will be removed and appropriately disposed of by the owner of the pet. All pets must be registered, licensed and inoculated as required by Applicable Law. All pets not confined to a residence must wear collars with appropriate identification tags and all outdoor cats are required to have a bell on their collar. If, in the opinion of the Board, any pet becomes a source of unreasonable annoyance to others (including excessive noise due to barking), is determined to be dangerous to Occupants of the Development or the owner of the pet fails or refuses to comply with these restrictions, then the Owner or Occupant, upon written notice, may be required to remove the pet from the Development Area.
• What is the community's parking policy?
No Owner or resident may park a vehicle on any road or street within Development Area for a period in excess of thirty (30) minutes except in the event of an emergency or as otherwise approved in writing by the Board. Guests and/or visitors may not park a vehicle on any road or street within the Development Area for more than twenty-four (24) consecutive hours unless in the event of an emergency or as otherwise approved in writing by the Board. “Emergency” for purpose of this Section 2.22 means an event which jeopardizes life or property.
2.23 Mobile Homes, Manufactured
TownSq
• What is TownSq?
TownSq is an all-in-one mobile app designed to help you connect, collaborate and stay up-to-date with your community – any time on any device. TownSq streamlines operations for board members and simplifies community living for homeowners. With TownSq you can:
? Easily communicate with neighbors, community managers, and board members
? Manage your account and pay online
? Get up-to-date community news and events
? Request and review status of service inquiries
? Participate in community polls
? Access community forms and documents
? And more…
Insert rental/leasing policy here.
• What is the community's pet policy?
Insert pet policy here.
• What is the community's parking policy?
Insert parking policy here.
TownSq
• What is TownSq?
TownSq is an all-in-one mobile app designed to help you connect, collaborate and stay up-to-date with your community – any time on any device. TownSq streamlines operations for board members and simplifies community living for homeowners. With TownSq you can:
? Easily communicate with neighbors, community managers, and board members
? Manage your account and pay online
? Get up-to-date community news and events
? Request and review status of service inquiries
? Participate in community polls
? Access community forms and documents
? And more…
• How do I register for TownSq?
Registering for TownSq is fast and easy. Follow the steps below to get started:
1. Visit https://app.townsq.io/ais/sign-up
2. Enter your Account Number and Zip code (Physical property address)
3. Provide your email address and create a password
• I'm getting an error when I try to register for TownSq. Can you help?
Contact our Customer Service team Monday-Friday, 8:00 AM-6:00 PM by phone, 855-289-6007, or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.
• How do I change my email preferences for TownSq notifications?
Once you have logged in to TownSq, you can edit your notification preferences by editing your profile. To edit your profile, click on your name in the top right-hand corner of the TownSq page and a drop down will appear with the “Edit Profile” link.
• How do I submit a request in TownSq?
Once you have logged in to TownSq, click the “Requests” link on the menu bar on the left-hand side of your screen.
• I forgot my TownSq password, how can I reset it?
Visit https://app.townsq.io/user-recovery to reset your password.