Sean Watkins is both an American Family agent and a homeowner in your neighborhood. Given both, he is an expert in this matter and would be happy to help you. You can reach his office at (214) 226-0962 or swatkins[AT]amfam.com. Replace [AT] with an @ symbol when emailing. We try not to publish email addresses online verbatim to prevent bots from picking them up.
First, if you haven’t already done so, please report it to us. Most of the time, we are already aware, but not always. Reports made to our office are kept as confidential as possible. We only reveal sources if legally compelled to do so, which is rare.
Just because you see an ongoing violation doesn’t mean nothing is being done about. In almost all cases, the association doesn’t necessarily have the legal authority to physically force a violation to be resolved, and in the cases it does there is usually a process that must play out before that step can be taken.
Unfortunately, we are almost certainly unable to share any information with you about what is being done. The association in almost all cases can not discuss adverse actions being taken against a homeowner with another homeowner unless the other homeowner is a board member. We may be able to provide some information in general terms, but we can almost never get into specifics. However, because there is an administrative and/or legal process that must take place to remedy violations, please don’t assume the lack of a visual or physical improvement in the situation means nothing is being done. Most of the time, unless we weren’t previously aware of the situation, there is a process playing out behind the scenes. Depending on the nature of the violation, sometimes that can take a long time, but it doesn’t mean nothing is being done. Most of the time, the association is doing all it legally can as quickly as it can legally do it.
It is likely because the proof of insurance you previously provided has expired, and we have not received the renewal policy documents. If you haven’t already named the association as an additional interest on your policy, you should consider doing so. Your carrier will then send updated documents via mail automatically without the need for personal intervention by you or your agent. The mailing address for this is our office, 1000 Mid Rivers Mall Drive, Ste 6, St. Peters, MO 63376. If you have already done this and still received a notice, it’s likely because we haven’t received it in the mail. While usually successful, of course, sometimes USPS can be delayed or mail can get lost, but most of the time this works fine to ensure we receive ongoing renewal documents without needing you to take any actions.
Your association, unlike most other attached living communities, does not carry a master insurance policy. It is necessary for each homeowner to fully insure their own property, the same as they would a single-family house. However, since you are attached to other neighbors, there is also a degree of liability if you were to have a fire, flood, etc. where your neighbor could also be affected. To ensure everyone is properly insured, especially for the safety of their neighbors, your community’s governing documents require proof of current insurance to be kept on file with the association at all times.
Sean Watkins is both an American Family agent and a homeowner in your neighborhood. Given both, he is an expert in this matter and would be happy to help you. You can reach his office at (214) 226-0962 or swatkins[AT]amfam.com. Replace [AT] with an @ symbol when emailing. We try not to publish email addresses online verbatim to prevent bots from picking them up.
These types of questions should be directed to the association’s insurance broker. As property management, even if we believe we know the answers, we’re not qualified to answer these questions and may omit important information. Your agent can contact the broker using the information below:
Brokerage: The Daniel & Henry Company
Agent: Jim Ruebsam
Phone: (314) 444-1993
Email: ruebsamj[AT]danielandhenry.com
Replace the [AT] with the “@” symbol when sending an email.
Please click here to submit your request. It will be automatically processed by the association’s insurance broker. You will need to attach a copy of the letter you received, specifically the portion including the mortgagee clause. This is usually the name of the mortgage company, their address, and may include other information like your loan number. A photo of this instead of a true scan of the document is fine as long as the picture is clear enough for the broker to read.
Unlike maintenance where there is mostly a separation of responsibilities based on what is outside versus inside, insurance is all about dollar amounts. If your home sustains damage, even to components the association is normally responsible for, if it doesn’t reach the association’s master insurance policy deductible, you must file the claim with your insurance carrier. Likewise, if you sustain damage to the interior or other elements you are responsible for, but the damage exceeds the master policy deductible, your insurance only covers the damage up to the master policy deductible. The master policy covers everything beyond it. This type of coverage is called Loss Assessment, and it’s important you carry enough coverage to prevent a situation where there is a gap between your policy and the association’s.
Master policies never cover your personal contents, temporary lodging or liabilities you create, so you should always carry coverage for this.
As this website is public facing, we can’t disclose details of your community’s insurance policy here. If you log into the Resident Center, under the Documents menu item and the Insurance Documents category, you can download a copy of the current policy. It is recommended you share this with your agent so they can help identify any areas where you may be underinsured or paying for coverage you don’t need, and they can adjust your policy and premiums accordingly.
No, not directly. We have answered as much as we can publicly on our website and we are happy to review and other questions you may have, but we can not provide this information publicly. It is proprietary to the association.
If you are a buyer under contract, this information can be obtained, but it needs to be provided by the seller, usually via what’s called a resale certificate. A resale certificate is essentially the association’s equivalent of a seller’s disclosure. Just as the seller answers quite a bit of information about the property, the association provides quite a bit of information about the association as a whole, including all pertinent documents. But resale certificates are issued to the seller, so as the buyer, you must obtain it from them. Ask your agent to request this via the listing agent.
We can’t provide assistance with using HomeWiseDocs.com to obtain the documents you need other than the information published on our website at https://ajenning.com/services/resale and here. For questions and troubleshooting issues experienced with using HomeWiseDocs.com, you will need to contact their customer service. Both phone and email contacts are provided on their website.
There are a small number of businesses which exist to process these documents. We specifically chose to work with HomeWiseDocs.com for their excellent US-based customer service. Providing assistance for using platforms we don’t directly control can be difficult or impossible, so we specifically chose HomeWiseDocs.com to partner with so we could rest assured any needs you have will be promptly and fully addressed by their staff.
To be safe, you should cancel your autopay before the closing. It will stop automatically once we process in the new owner’s information, but that is dependent upon us receiving the closing proceeds from the title company. If you are closing near the end of a month and/or mail runs late, it is possible we will still have you in our systems when the next month starts, and you could be charged.
If this happens, we will issue a refund as soon as the buyer’s closing proceeds are received and processed. And if any charges were allocated to your ledger for a date after your closing, they will be removed retroactively. But it is much easier for you and for us if you cancel your autopay and prevent any mishaps from needing to be corrected later.
If you will own the property on the first day of the month, you should pay the entire month. When you close, your title company and the buyer’s title company will handle prorating the assessment and crediting you back for the days of the month you will no longer be the owner. Basically, the proration process is handled by the title companies, not on our end.
You can do this, but we will be forced to add a disclosure to the resale certificate form that any attachments being provided were not provided by us and can’t be guaranteed to be the most current, complete or accurate documents. This disclaimer must be offered because we can’t be certain of which documents you will use.
This is especially important as it pertains to current financial reports. Often we receive resale certificate orders which need a more current financial report that isn’t completed yet. We will then hold the order, not past the due date, until the most current report is completed. This is not a possibility if you exclude the document package.
Another area you may fall short on trying to do things this way are the governing documents. Often only the documents currently in effect are shared to the Resident Center to prevent confusion. For a resale certificate, all governing documents from the formation of the association should be included, including documents that have since been rendered obsolete by newer documents.
For the additional $30 you aren’t just getting the documents themselves; you are also getting our time and coordination to ensure all documents are complete and up-to-date. It is thus recommended to just get the full package. This also shifts the liability to us instead of you if anything is incorrect or inaccurate.
We charge for these documents to offset the amount of time our staff spends processing them, ensuring all of the documents are included and all information is accurate and current. Of course, some of this cost also covers the use of HomeWiseDocs.com to process these documents.
These services are intentionally not included in the management contract we have with your community for two reasons. First, there is no way to know how many of these documents we will need to process in a given timeframe to be able to account for it in our management fee. Second, by billing the homeowner who is selling their property it prevents all owners from having to share in the cost burden when there is no benefit to them, and it keeps the costs strictly allocated to the owner who is creating the need.
While our competitors all have their own processes that may differ from ours, we are not aware of any other competitor in our market who doesn’t charge for this process. Some charge at closing instead of upfront, some use different platforms such as CondoCerts or don’t use a third-party platform, but we aren’t aware of anyone who doesn’t charge in some capacity for this service.
We do receive anonymized data from HomeWiseDocs.com and review it once per year. We ensure the pricing is either in line with or below average for the market.
You can obtain this at HomeWiseDocs.com by ordering the Trustee Letter. If you have any questions about using their website to make your order, please contact them directly. We contract with HomeWiseDocs instead of other service providers to complete this process because they have excellent, US-based customer service when you need it. Do not order the Trustee Letter Package unless instructed to do so. The package includes documents you likely already received with the Resale Disclosure Package, and there’s no need to pay more to get the same documents twice.
However, before you do, even if you are following the instructions of your Realtor, please double check with the closer at your title company to make sure they want you to do this. The trustee letter, also called a demand letter, is a time-sensitive document your title company uses to prove there are no balances owed at closing and no unresolved violations. Or, if there is an outstanding balance or violation, the balance can be collected at closing and the buyer can go into their purchase knowing what violations they are inheriting liability for. If this is ordered too early the data will be out of date, and updates after a certain point cost additional fees. If it’s ordered too late, it may not be processed in enough time for closing. Usually, but not always, title companies will order these themselves and just ask you to provide the payment method. You don’t want to waste money double-ordering something already ordered, as once processed it’s non-refundable. You also don’t want to order this with the wrong timing. So please double check with your closer at the title company before you do this.
The resale certificate can be obtained by you our your Realtor at HomeWiseDocs.com. If you have any questions about using their website to make your order, please contact them directly. We contract with HomeWiseDocs instead of other similar providers to complete this process because they have excellent, US-based customer service when you need it.
It is worth noting that your association is considered an HOA or PUD, not a condominium association. Unlike condominium associations, resale certificates are not required by state law to be provided. However, in HOA/PUD communities with attached units and/or where maintenance services are provided by the association, it is commonly a requirement of a sales contract. Chances are you do need this, but we do offer the disclaimer that it is not required by state law as it is with condominiums.
The document you want to order will be called the Resale Disclosure Package. It is not called the resale certificate because this document has different requirements and different names in other states. The Resale Disclosure Package contains everything you need. Unless specifically instructed, do not order the Resale Disclosure outside of the package. This won’t include the required attachments you need.
You can read more about the resale documents available here.
To determine with certainty, email us at service[AT]ajenning.com. Replace [AT] with the @ symbol when emailing. Don’t contact the property manager, as they may not know the reason. By contacting our general service email, multiple employees involved in this process will see it and can research it. If the property manager is the reason your payment is delayed, we will discuss that internally.
We pay vendors and contractors exceptionally fast here for a property management company. While you may be used to Net 30 terms or beyond when working for our competitors, it’s rare any invoice doesn’t get paid within 30 days here. There are a few common reasons this occurs.
One reason is if our client expressed dissatisfaction with the work, although you would have likely heard from the property manager if this was the case.
The next most common reason is USPS may have lost your check or it may be delayed. If you contact us we can trace this and place a stop payment and reissue if needed. Payments are issued out of Las Vegas, Carol Stream, IL or Charlotte, depending on which of these cities is geographically closest to the destination address. Some payments are sent from Boston regardless of geographic location, but this is rare and more commonly reserved for when we need to refund homeowners for overpayments, as this is a different platform. Over 99% of the payments we issue as accounts payable for services and goods rendered come from one of the three locations via our accounts payable processing partner.
The less common reason is that you have an electronic payment arrangement with our accounts payable partner where you have asked them to pay you via ACH to your business checking account or provide you with a virtual credit card number to process via your in-house credit card system. Please note that the processor we use, AvidXchange Strongroom, is very much an industry-standard service. Many of our competitors also use this service. If you set up to receive electronic payments through one of our competitors, AvidXchange Strongroom considers that a direct relationship with you regardless of which property management company issues the payment. If you set this up based on your work with another management company, it will apply to all other management companies, including ours, that use this software. We can not opt you out of this service if this is what happened. You must contact AvidXchange Strongroom directly or use your account with them to edit this preference. We do not recommend signing up for this service unless the person signing up is an owner of the business or a very permanent employee. We’ve found this often happens because an accounts receivable employee signs up for it, that person leaves their employment, and then no one else knows how to access it.
While you can update your email address, password and phone number from the Resident Center, the software provider doesn’t allow homeowners to directly update their own mailing addresses. We would prefer they did, but this isn’t within our control. Hopefully they will change this at some point in the future. For now, please email us at service[AT]ajenning.com with your correct mailing address and we will update it for you. Please replace [AT] with the @ symbol when emailing. We don’t publish email addresses to the web verbatim to prevent spam bots from picking them up.
The association is responsible for removal of snow and ice from driveways and the walkways leading up to your front porch. The city is responsible for plowing the public streets.
Generally speaking, if there is any ice accumulation or snow accumulations exceed 2 inches, the association will provide snow removal services. If there is no ice accumulation and snow accumulation is less than 2 inches, the Board can make a judgment call to perform services anyway depending on the nature of the storm and what weather over the next few days after will look like, but most often services will not be performed. This criteria is used to minimize expenses, as if every snow event resulted in snow removal services being performed, your assessments would be substantially higher. It is not uncommon that clearing snow even only once or twice per winter can cost your association more than, for one example, what your association pays our company in property management fees for an entire year. Since these services are so expensive, discretion must be exercised to prevent substantial increases to your assessments.
As far as timing when services will be performed, it is impossible to say. Your snow removal contractor services other communities like yours, as well as commercial properties and other one-off clients. Once they are on the road performing services for their various clients, we usually can’t get in touch with them to obtain specific estimated service times. However, in most winter weather events, they may pretreat with ice melt in advance, but won’t begin plowing or shoveling until the snow stops falling. The city also shares no information with us, and getting specific information from them is even less possible. In the event of ice accumulation or more than 2 inches of snow accumulation, both the city and the association’s contractor will get there. Please be patient.
In the event snow removal services will be performed without ice accumulation and for less than 2 inches of snow accumulation, we will usually announce that via email since people aren’t expecting it in that circumstance. This decision is usually made by the Board if the snow is very slick in its composition or if subfreezing temperatures are expected in the coming days that could pose a risk for re-freezing. If you haven’t received an email from us telling you services will be performed when there is no ice accumulation and less than 2 inches of snow accumulation, it is almost certain services will not be performed.
Most often it’s because the contractor assigned to the work hasn’t billed for it yet. While there are some exceptions, we typically don’t close requests until the final bill has been received for the work. In the case of some contractors, this can take up to several months, as not all of them are expedient with their billing. If you know the work is done, this is nothing to be concerned with.
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
Chaney Windows and Doors – (636) 699-6353 – rob[AT]chaneywindowsanddoors.com
Both the streets and sidewalks in your community are public property, and any issues should be reported to O’Fallon Public Works Department’s Streets Division. You can reach them at (636) 379-3807.
Generally, no. If your improvements won’t affect any elements the association is responsible for, approval is not needed. This would include load-bearing walls and, more rarely applicable, plumbing and electrical systems that are common to the building.
Please note the lack of association approval needed does not mean permits from local government aren’t needed, and we are not qualified to say when you will and will not need a permit.
While it’s impossible to provide an all-inclusive list, a partial list is below. If your answer isn’t here, please ask us and we’ll get it published for the next person who may be wondering.
Roof: The association is responsible for roof repairs and replacement.
Interior Damage from Roof Leak: Homeowners are responsible for repairing interior damage from roof leaks.
Gutters & Downspouts: The association is responsible for repairs, replacement and cleaning of gutters and downspouts.
Irrigation: Homeowners who have irrigation systems are responsible for their repair, maintenance and replacement of components as needed.
Plumbing: Plumbing is a homeowner responsibility to maintain, and there are no plumbing systems common to the association.
Sewer Back-Up: Sewer back-ups are a homeowner responsibility to clear or repair, as there are no shared sewer lines before the main.
Siding: Homeowners are responsible for repair and replacement of siding.
Exterior Doors & Doorframes: Homeowners are responsible for repair and replacement of exterior doors.
Windows & Screens: Windows and window screens are homeowner responsibility to maintain and repair. If windows are replaced, they must be aesthetically identical to the original windows.
Light Fixtures: Homeowners are responsible to repair and replace light fixtures.
Foundation: Homeowners are responsible for the foundation.
Garage Doors: Homeowners are responsible for repair and replacement of garage doors.
Termite Protection & Damage: Homeowners are responsible for termite defense and damage caused by termites.
Patios: Homeowners are responsible for repairs and replacement of patios.
Decks: Homeowners are responsible for repairs and replacement of decks and deck materials.
Lawn Care: The association provides lawn care.
Snow Removal: Snow removal is provided by the association for driveways and the walkways up to porches. The city plows the public streets. Unless snow accumulation is greater than 2 inches the Board will decide whether snow should be removed or not. Homeowners should be prepared to remove lesser snowfall from their own property if desired.
Tree Maintenance: The association provides tree maintenance, except for trees which are not original to development and were planted by a homeowner.
Landscaping: The association is responsible for the maintenance and removal, when needed, of original landscaping. Any landscaping installed by a homeowner, which includes all landscaping that isn’t in the front of the property, is a homeowner responsibility to maintain.
Exterior Pest Control: : Homeowners are responsible for exterior pest control as needed.
Exterior Hose Spigots:: Homeowners are responsible for repair and replacement of exterior spigots of exterior spigots.
Fencing: The perimeter fencing along Sommers Road is the association’s responsibility to maintain.
Driveways: Homeowners are responsible for repairs and replacement of driveways.
Sidewalks & Walkways: The city is responsible for sidewalks. The walkways up to front porches from the driveway are homeowner responsibility to repair and replace.
Streets: The streets are public and maintained by the city.
Street Lights: Street lights are owned and operated by Cuivre River. Any street light outages or other damages should be reported to them at (800) 392-3709.
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
A-1 Concrete Leveling – (636) 529-0635 – stlouis[AT]a1concrete.com
Crowder Construction – (636) 861-9095 – office[AT]pridemasterinc.com
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
Tesson Roofing & Exteriors – (314) 616-9071 – kwolff[AT]tessonroofing.com
Builders Direct – (636) 336-2376 – support[AT]buildersdirectconnect.com
Wagner Roofing – (866) 864-9463 – gregc[AT]trustwagner.com
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
First Onsite – (314) 306-2923 – casey.vaught[AT]firstonsite.com
BluSky Restoration – (314) 330-4149 – angie.hickey[AT]goblusky.com
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
Certa Pro Painters – (636) 922-2917 – awiggins[AT]certapro.com
Pride Master, Inc. – (636) 532-0708 – office[AT]pridemasterinc.com
Superior Touch – (314) 805-2041 – superiortouch4u[AT]gmail.com
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
Reinhold Electric – (314) 631-1158 – katie[AT]reinholdelectric.com
Down to the Wire Electric – (636) 699-5498 – office[AT]dttwelectric.com
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
Superior Sewer Company – (314) 437-0522 – info[AT]superiorsewerco.com
Cast Iron King – (314) 319-4610 – castironking[AT]currently.com
We provide recommendations based on contractors and vendors we work with and their consent to being included on this list. We do not receive any “kickbacks” or other incentives for sharing their information, and we do so strictly as a courtesy to the homeowners we serve and because we believe in the quality and price of their work. None of the contractors below are affiliated directly or indirectly with A. Jenning Properties nor any of its staff members. As these are simply recommendations, we also cannot accept any liability for conflicts and issues that may arise later with these contractors.
Please note the “@” symbol has been removed to prevent our preferred contractors’ email addresses from being picked up by bots nefariously. Please replace the [AT] in the email address with “@” to send an email.
YF Solutions – (636) 428-8090 – yfsolutions2022[AT]gmail.com
Pride Master, Inc. – (636) 532-0708 – office[AT]pridemasterinc.com
Big N’z Handyman Service – (636) 463-6023 – bignz34[AT]yahoo.com
If the exterior appearance of the property will change, you are adding something that doesn’t currently exist, or the work is on a major building component, you will need to obtain approval first.
Approval, if needed, can take 30-60 days, but most straightforward improvements consistent with the norm in the community, especially when others have already done the same, will usually come faster. You can learn more about this process and submit your request here.
Please note the association only issues approvals and denials on the basis of aesthetics. Approval of your proposal by the association does not substitute a permit, and we are not qualified to tell you with certainty when permits are necessary or not.
Different types of requests may take different timeframes to complete. Some types of contractors are quick to respond, while others may be scheduled out for a couple of weeks. Some items are seasonal and must be done at an appropriate time of year.
The primary reason for delays, however, are when costs exceed what we as management are allowed to spend without board approval or if your need is relatively common and will be combined with other similar needs to save the association money and keep your association assessments as low as possible.
You are welcome to inquire with us about your specific issue, but these are the most common reasons delays may occur.
Aside from contacting our office, you can log into your Resident Center account and click on Requests in the menu. You can also do so without an account by clicking here.
While you can update your email address, password and phone number from the Resident Center, the software provider doesn’t allow homeowners to directly update their own mailing addresses. We would prefer they did, but this isn’t within our control. Hopefully they will change this at some point in the future. For now, please email us at service[AT]ajenning.com with your correct mailing address and we will update it for you. Please replace [AT] with the @ symbol when emailing. We don’t publish email addresses to the web verbatim to prevent spam bots from picking them up.
We can disclose the names of the board members, but we are not allowed to share their personal contact information. Please remember they are homeowners, like you. They are not paid for their work, and they have lives outside of their obligations to the association. One of our functions as management is to act as a communications liaison for the board. Additionally, by communicating through us, it ensures the message reaches all board members. Remember that a majority of the board makes decisions; not a single member.
We do not filter or edit communications to the board. Any message sent to us with instructions to send to the board will be sent verbatim. Even if the nature of your communication is to lodge a complaint about our company, we are obligated to and will deliver that message. The board will then decide upon the response and instruct us to send it back to you.
You can send correspondence to the board via mailed letter to our office, fax to (314) 380-3100 or email to service[AT]ajenning.com. Please remove [AT] and replace it with the “@” symbol when emailing. Please be clear in your communication that it is directed to the board, not to management, and we will deliver that message and follow-up with a response.
A difference between our company and other larger property management companies is that we don’t “departmentalize” our work for your community. With them, no one person can answer all of your possible questions. With us, with limited exceptions, you do have a community manager capable of addressing all of your questions. However, the downside to this arrangement is that the one person you need to speak with may not always be immediately available. They may be away from their desk, visiting communities, meeting with board members, contractors, other homeowners, etc.
For most needs, you should expect to hear back from us the same day or the next business day. Exceptions can occur if we are extraordinarily busy or the issue you need to discuss is complex, especially if it requires us to first obtain information from a third party to be able to answer. But for the most part, we get back to people the same day or next business day.
Yes, but only with an appointment. We contract for a phone receptionist service to ensure someone is always able to take your calls, but those workers are remote. None of our local staff members are receptionists assigned to be in the office full-time. Most of our staff are property managers, and they are often away from their desks visiting communities, attending meetings, etc. Most of the time there is at least one person in the office during office hours, but it may not be the person you need to talk to.
If you contact us in advance for an appointment, we can ensure the staff member you need to speak with is here when you come.
Our office hours are 9am to 5pm Monday through Friday, except for federal and major holidays. We are closed on the following holidays:
In the event Independence Day, Christmas or New Year’s Day fall on a Thursday, we will also be closed the day after.
The association is made up of all homeowners in the community and is the governing entity of the community.
The association takes actions based on the direction of and decisions made by the board of directors. The board is composed of homeowners who volunteer their time and are either elected to their positions by the homeowners or appointed to fill vacancies by other board members. The board members are the true decision makers for your community.
Property management, which is our company, is hired by the board to handle the day-to-day administration of the association, carry out the decisions made by the board of directors and act as an advisor to the board. We are not the decision makers for your community except for powers delegated to us by the board, the governing documents or our management contract with your association.
To determine with certainty, email us at service[AT]ajenning.com. Replace [AT] with the @ symbol when emailing. Don’t contact the property manager, as they may not know the reason. By contacting our general service email, multiple employees involved in this process will see it and can research it. If the property manager is the reason your payment is delayed, we will discuss that internally.
We pay vendors and contractors exceptionally fast here for a property management company. While you may be used to Net 30 terms or beyond when working for our competitors, it’s rare any invoice doesn’t get paid within 30 days here. There are a few common reasons this occurs.
One reason is if our client expressed dissatisfaction with the work, although you would have likely heard from the property manager if this was the case.
The next most common reason is USPS may have lost your check or it may be delayed. If you contact us we can trace this and place a stop payment and reissue if needed. Payments are issued out of Las Vegas, Carol Stream, IL or Charlotte, depending on which of these cities is geographically closest to the destination address. Some payments are sent from Boston regardless of geographic location, but this is rare and more commonly reserved for when we need to refund homeowners for overpayments, as this is a different platform. Over 99% of the payments we issue as accounts payable for services and goods rendered come from one of the three locations via our accounts payable processing partner.
The less common reason is that you have an electronic payment arrangement with our accounts payable partner where you have asked them to pay you via ACH to your business checking account or provide you with a virtual credit card number to process via your in-house credit card system. Please note that the processor we use, AvidXchange Strongroom, is very much an industry-standard service. Many of our competitors also use this service. If you set up to receive electronic payments through one of our competitors, AvidXchange Strongroom considers that a direct relationship with you regardless of which property management company issues the payment. If you set this up based on your work with another management company, it will apply to all other management companies, including ours, that use this software. We can not opt you out of this service if this is what happened. You must contact AvidXchange Strongroom directly or use your account with them to edit this preference. We do not recommend signing up for this service unless the person signing up is an owner of the business or a very permanent employee. We’ve found this often happens because an accounts receivable employee signs up for it, that person leaves their employment, and then no one else knows how to access it.
While you can update your email address, password and phone number from the Resident Center, the software provider doesn’t allow homeowners to directly update their own mailing addresses. We would prefer they did, but this isn’t within our control. Hopefully they will change this at some point in the future. For now, please email us at service[AT]ajenning.com with your correct mailing address and we will update it for you. Please replace [AT] with the @ symbol when emailing. We don’t publish email addresses to the web verbatim to prevent spam bots from picking them up.
We are unable to accept payments over the phone. If you wish to make an instant electronic payment, we recommend using the online Resident Center to do so. Payments can be made using a bank account’s routing and account number for free or with a credit or debit card for a fee equal to 2.99% of the transaction, plus $1.
If someone doesn’t pay their assessments, they will typically receive a few late notices from our office, including the imposition of late fees in accordance with your association’s governing documents. If they fall two or three full months behind and our late notices have not led to any communication or payment arrangements, the Board of Directors will likely vote to send their account to the association’s attorney for further collections efforts.
The attorney’s office will send what’s called a demand letter informing the homeowner the account has been turned over to their office, and it will add any attorney fees incurred to the balance. Either at that time or up to 30 to 45 days later, the attorney will record a lien against the property. If after another 30 to 45 days the balance still hasn’t been paid, the attorney will file a civil suit against the homeowner. Once a judgment is obtained, if the homeowner still doesn’t pay within 30 to 45 days from that point, the attorney will take actions to enforce the judgment.
The actions which the attorney will take to enforce the judgment vary depending on the unique circumstances of that homeowner and their property. Actions can include wage garnishments, bank levies, seizure of personal property such as vehicles, sheriff’s sale of the property or judicial or nonjudicial foreclosure.
In the end, all assessments and legal costs, usually including all late fees in accordance with the association’s governing documents, are able to be collected. If the homeowner files bankruptcy they may be personally relieved from obligation to pay pre-filing amounts owed, but those amounts remain owed by the property and can usually be collected in the future when the property sells. If a homeowner is foreclosed upon by their mortgage lender during this process, as often those not paying their assessments are also not paying their mortgage, the lender may not be required to pay the association in full, but the homeowner remains personally liable for the debt.
While not as secure as other types of debts like taxes, student loans or child support, it is very rare homeowners can permanently avoid paying the assessments they owe, even if they declare bankruptcy or at some point in the process no longer own the property.
There is a common belief that a lien can be filed against the property but then the association must wait for the homeowner to sell in order to collect what is owed, and there isn’t much else that can be done in the meantime. This is simply false.
Budgets are not written to factor delinquency, and thus no amount of the assessments are based on the expectation that some homeowners will not pay what they owe. Budgets are written under the assumption that every homeowner will pay their assessments in full and on time. While that, of course, isn’t always the case, typically income from other sources which is not budgeted will make up the difference. This can include late fees, fines, certain amounts of bank account interest earned, and often includes the collection of delinquent amounts from previous years. In other words, someone who isn’t paying timely today may be offset in the big picture by someone paying who incurred their debts in a previous year. In the end, the income the association collects in reality versus the budget is almost always near 100% of expectations, give or take a little.
First, congratulations on the purchase of your new home, and welcome to the community!
At closing, the title company should have collected the first full month’s assessment from you, so you shouldn’t owe any assessments out-of-pocket until your second full month. Sometimes the title companies don’t follow our instructions on this, but most often they do.
Once we receive that first full month the title company collected from you at closing, we will set up an account for you and mail out a welcome letter. That letter will include your account number and how to get set up with the Resident Center, if you choose to. There is nothing you need to do until you receive that letter, and since your first full month has already been paid, there should be sufficient time for the title company to send your closing proceeds to us and for us to send our welcome letter to you.
If you choose a fixed amount, the software will always withdraw that amount and that amount only on the day of your choosing. If that amount is too little, too much, no longer matches the assessments as the years go by and the amounts change, it will still just pull the same amount on the same day each month.
We recommend using the “Entire balance” setting with no maximum. This will give you the ability to set it and forget it. If you are ever underpaid for any reason, it will pull the extra amount outstanding. If you’re ever overpaid, it will reduce your payment by the amount of the overpayment. As assessments change over the years, you will not need to readjust it.
The one warning we offer is for early payers: When you use the “Entire balance” setting, the software can only see 5 days into the future. If you set your payment date too early, especially on 31-day months, it may not be able to see the future charges on the date you chose and thus won’t pull any amount out. We recommend choosing the 27th as your withdrawal date to prevent this from happening.
This could be for a few reasons you’d be on autopay but still have an outstanding balance..
You may have your autopay set to a fixed amount or you have a cap on the “Entire balance” setting that is less than the assessment amount. You need to adjust this to make sure your autopay is capturing the full amount.
From the main screen in the Resident Center, click Payments in the menu, then click “Edit” on your scheduled payment to make the changes. We advise choosing the “Entire balance” setting without a maximum amount. That will ensure your autopay changes as the years go on and the assessments increase or decrease over time.
The “Entire balance” option was introduced by our software provider in late 2023. If you’ve been with us longer than that, you probably set up your autopay with the fixed amount setting because it was all that was available at the time. We recommend switching so you don’t have to remember to adjust it every year anymore as assessments change.
The other potential reason is that you are paying your assessments early, and it’s too early for the software to see the upcoming charges. Our software can only see charges 5 days into the future. Especially if you picked a date like the 25th or 26th, this may be close enough to the end of the month in some months but not in 31 day months. If you choose the 27th, you will always be within 5 days of the end of the month and you shouldn’t have this problem. If your payment seems to be pulling every other month, which may also be causing you to incur late fees on the unpaid balance, this is almost certainly the reason. Just change your withdrawal date to the 27th. If you incurred late fees as a result of an issue like this, please enter a balance dispute with us by clicking here. This is an understandable mistake, and we can waive your late fees.
It may be necessary to make a one-time payment to correct the amount your payments have been short. You can do this by clicking the “Make a payment” button. You will be warned that you already have a scheduled autopay. Proceeding by clicking the “Yes, make payment” button will not interfere with your existing autopay going forward. When you make the one-time payment, please manually enter the amount to not pay the late fees and then enter a balance dispute by clicking here so we can remove them. If you pay them and we remove them, we don’t have the ability to electronically reverse the payment back to you. You will have to wait for a paper refund check in the mail. This is more easily avoided by just not paying the late fees and entering the balance dispute for us to fix it.
There could be for a few reasons your autopay didn’t withdraw.
First, please double-check your email. If your payment was rejected by your bank, you should have received an email with the reason your bank refused the payment.
The next most common reason is that your autopay is set to “Entire Balance” instead of a fixed amount and the date you chose your payment to withdraw is too early. Our software can only see charges 5 days into the future. Especially if you picked a date like the 25th or 26th, this may be close enough to the end of the month in some months but not in 31 day months. If you choose the 27th, you will always be within 5 days of the end of the month and you shouldn’t have this problem.
Lastly, very rarely, it sometimes just doesn’t work. In our experience, out of all of the communities and individual homes under our management, we see this occur once or twice a year. To know if the problem is on our end, when you log into your account click “Payments” in the menu and look at “Scheduled payments” at the top of the page. If the date is in the past, the failure was on our end. You can fix this yourself by clicking “Edit” on that payment and changing the date to the next date you want it to pull a payment to a future date. If you aren’t comfortable doing this, we are happy to help if you contact us via email at service[AT]ajenning.com. Please change the [AT] to the “@” symbol when emailing. Please email for help on this issue; don’t call. In order to make changes to your account for you, we need evidence of your permission in writing.
Regardless of the reason your autopay didn’t pull, it may be necessary to make a one-time payment to correct the error. You can do this by clicking the “Make a payment” button. You will be warned that you already have a scheduled autopay. Proceeding by clicking the “Yes, make payment” button will not interfere with your existing autopay going forward.
If you received a late notice, but your payment was received, this could be for a few reasons.
First, please double-check the date on the late notice versus the date your payment cleared. Very often late notices and payments cross each other in the mail.
Second, please review the statement attachment to the late notice, and log into the Resident Center and click Payments if you need to see more of your account history. It’s possible you have an outstanding balance from previously and your payment didn’t sufficiently cover it.
Third, if you paid via online banking, please be advised these are not true electronic transactions. A check is sent on your behalf from your bank, which does make it subject to the same potential issues with USPS had you mailed a paper check yourself. Please also be advised, some banks will show the payment as “cleared” on your end either as soon as they send the check or when they believe the check will arrive. The only way to pay from truly electronic means is through the Resident Center, and payments made using a bank account’s routing and account number carry no convenience fees and are instantly credited to the account.
If after reading this you still don’t understand the reason for your balance, you can dispute or inquire further about your balance by clicking here and completing the form.
Your payments are considered due by the first of the month and late if not received by the 30th. If your payment is late, an interest rate of 18% applies.
Assessment amounts are decided by and derived from the annual budget. Your association’s known, contracted and reasonably anticipated expenses are totaled each year, the amount of income needed to pay those expenses is totaled, and each owner is assessed their proportional share of the expenses in accordance with the community’s governing documents.
A copy of your association’s budget can’t be shared publicly, as it is a proprietary document of your association. However, if you log into the Resident Center, under the Documents menu item and the Budgets & Assessments category, you can download a copy of the current budget. Likewise, under the Financial Reports category in the documents section you can download the monthly financial reports to see how your association’s money is being spent.
You pay your association, not A. Jenning Properties. It is a very common misconception that homeowners directly pay the management company.
A. Jenning Properties is a contracted property management company, much in the sense that your community contracts for other services. And just as other service providers can be hired, fired and renewed when their contracts end, the same applies to our company. We do handle collecting your assessments, but that’s not “our money”. It belongs to your association. We are paid a flat contracted fee for our services.
Likewise, we don’t provide any physical maintenance services, and with only exceptions of the lowest, non-recurring costs, we don’t choose which companies provide services at your community. These decisions are made by the Board of Directors. Our job is to oversee those contractors, make sure they are performing to their contract specifications and address any issues that may arise. But their contracts are with your association, not with our management company. We have no profit-sharing arrangements with any contractors, or in other words, we receive no “kick-backs”. We have no motivation in the selection or recommendation of contractors other than who we feel will best serve your community’s needs.
The entity you are paying is your community association, not our company. The association is a non-profit entity, and it does not require homeowners to pay any assessments beyond what is needed to fund the community’s expenses and make contributions to its long-term reserves. Of course, part of your money goes towards paying our management contract fee, but that’s not a direct payment. You pay your association, and your association pays us, among its other bills.
You can set up automatic payments without having an online Resident Center account. Please click here to download a copy of the form. Please print this out, complete it and mail it into us at the address on the form. Do not mail this form to the Phoenix P.O. Box, as that is for payments only. Please don’t fax or email this form. It will contain your sensitive bank data once complete, and these are not secure submission methods.
Please note the form is designed to accommodate automatic payments for both credit cards and bank accounts. You do not need to fill out sections that aren’t relevant to your payment method. It is recommended that you use a bank account’s routing and account number, as there is no additional fee for this payment method. If you are at all unsure which information is being requested, please simply send a voided check in with the form.
Depending on who you bank with, they may report a payment as cleared when they mail the payment or when they anticipate the payment will be received, but not when or if it is actually received. We see this commonly with Bank of America, US Bank and Regions Bank, among others. The date our records reflect your payment was received is 100% accurate. If our records show we haven’t received your payment, we have not.
However, it should also be noted that the bank transmits their payment data to our software overnight for the previous day. Thus, if you check your account with us the same day your bank shows the payment as cleared, it will show your payment hasn’t been received because the bank and software haven’t synchronized yet. You can check our records the following day, and it should then reflect your payment. Once posted, your payment will be reflected as received on the correct date. While the data transfer is always a day behind, the date the payment was actually received will be recorded accurately.
When you send a check through online bill pay with your bank, this is not a true electronic payment. The bank is mailing a check on your behalf, and those checks are subject to the same delays or losses as anything else sent through USPS. We have inquired about true electronic processing with the bank, and expressed willingness to pay for this service. We are told our company doesn’t do a significant enough volume of payments to qualify. This isn’t only because we are a small management company. According to them, only the largest management companies qualify, none of which operate in St. Louis.
The only way to make true electronic payments is through the Resident Center. There is no fee to process a payment if the payment method is the routing and account number from a bank account. You can log into your account or request one if you don’t have one by clicking here.
You can mail your payments to our office, but it’s not advisable unless we specifically instruct you to do so.
First, it doesn’t necessarily save transit time to do so. We work in a managed office building where the front desk sorts the mail for all of the business tenants here. That adds a one-day delay to all mail we receive here.
Second, from a security standpoint, it means your payment will first pass through the hands of our landlord’s staff. While they are trustworthy people, they are not employees of our company, and if a mistake happens it’s not possible for us to hold anyone accountable.
Third, from a security and accuracy perspective, it is better payments go to the Phoenix P.O. Box. That P.O. Box is retrieved daily by a bonded armored car service employed by the bank. Checks are taken straight to the bank where they are scanned in by machines immediately upon arrival. Checks that come to us locally aren’t as secure and are entered by hand, thus being more prone to error.
There may be circumstances where it is more advantageous for your check to come to our office, and we certainly won’t refuse any such payments, but it is wiser to send your payment to the Phoenix P.O. Box unless otherwise instructed. If mailing time is a concern you can make true electronic payments using the Resident Center. There is no fee to process a payment if the payment method is the routing and account number from a bank account. You can log into your account or request one if you don’t have one by clicking here.
We are entirely local and only practice on the Missouri side of St. Louis Metropolitan Area. Banking services tailored specifically for homeowners and condominium associations are very specialized, and no local bank is fully equipped to meet all of our needs. While we believe in banking locally and supporting our local economy, and we worked with a local business bank for several years on that basis, eventually our company’s needs outgrew what the local bank could accommodate.
Thus, your community’s operating checking account, where your assessment payments are deposited to, is held by First Citizens Bank, and they are based in Phoenix, Arizona.
There are several ways to pay. Click here to learn about all of your options to make payments.