Frequently Asked Questions

Waterhill Homes on Commerce Street 

Frequently Asked Questions

 

Amenity Access

Gate Access

  • Gate Access is managed by the Gate Committee. 

If you need to get new access or program a devise, you will need to submit a request through TownSq to the Gate Committee. 

  • Remote Transmitters:

Each residence is initially issued the first two remote transmitters at no charge. The access control panel for the gate has the transmitter(s) registered in its database to the residence in which you live. Any additional remote transmitters would need to be purchased at the homeowner’s expense. You can buy an individual Linear Act-34B 4-Channel Keychain Transmitter online. Once you get the remote use the town square application for the Waterhill Homes on Commerce and submit the number on the sticker on the back of the remote. Once the gate committee registers the new transmitter in the database and then uploads it into the access panel then the new remote should functioning.

  • Operating the remote:

The remote has 4 buttons. One for each gate. The largest grey one is for the gate on Riley, the small red ones if the Adam Lane gate. The black circular button next to the red button is for the commerce 2 gate (closest to Adam Lane). The last button (next to the large grey button) is for the commerce 1 gate (one closest to Riley lane). The antenna that receives the signal from your transmitter is stationed at the Riley Lane gate. So, when opening the Adam Lane gate, the single needs to travel the longest distance. So, it may take a second or two to get down there. When opening a gate ensure that you hold the button down versus just pressing it quickly.

  • Call-In option:

You can add a phone number to your directory listing so that your phone will ring when the directory code is selected. This is only possible from the call box at the Riley gate. When your name is selected in the listing, and your phone rings, simply press 9 and the gate will open. This functionality only works for the Riley gate and not the commerce gates. You are also required to have a local phone number for this to work. In order to circumvent this challenge, you can create a TX google voice number, and forward the calls to your actual number. Then have the google voice number defined within your gate account. Alternatively, you can use an alias for your name in the directory.

  • Gate Entry Codes:

Each resident has their own personal keypad entry code. If you recently moved into the neighborhood you can request to update the 4-digit entry code used by the previous homeowner. If it’s available. Please email the board to request a new entry code. Provide three different 4-digit pins in case your first choice is not available. In the form we also ask for the numerical code off the back of your gate transmitter so that we have some way to validate you are a current resident in the community. If the sticker on the back of the gate transmitter is missing, then you find another one on the inside of the transmitter where the battery is located. Please note that service providers such as USPS, and UPS have their own gate entry code.

 

Architectural

  • ANSWERS TO FAQ'S

    1) Where should I direct questions about this process?

    Response= Please reach out to Goodwin’s ACC team via email at ACCReview@GoodwinTX.com You may also use the ‘requests’ feature to submit a general question about this process or email your community manager. Note that the team processing applications is reachable at 281-706-8950.


    2) Is there a cost associated with submitting an ACC application?

    Response= No there is not an application fee to collect


    3) What’s the response timeline if submitting an application?

    Response= Goodwin’s ACC team will process applications as quickly as possible but will have up to 30 full days to cast a verdict.


    4) Do I have to submit an ACC application?

    Response= If you are making a modification to the exterior of your home regardless of front, side, or backyard then you will need to submit an application. This is to ensure that the intended project adheres to guidelines established by the association’s governing documents, don’t create a hazard to neighboring lots, and don’t detract from the overall aesthetic of the community or encroach in prohibited easements. Many variables are considered during the review of each application and the procedure is meant to protect property values for the homeowner, their neighbors and that of the association overall.


    5) What if I ignore the ACC process and proceed with an unapproved project?

    Response= Please adhere to the ACC procedure in place. Unapproved modifications or projects run the risk of creating issues to neighboring lots if made in prohibited easements, or if done with paint colors that don’t compliment the primary dwelling. Unapproved projects are considered violations and Goodwin’s Compliance team will issue notices to those suspected of erecting an unapproved structure or completing an unauthorized project. Worst case scenario might include the involvement of the association’s attorney and the restoration of the area at the homeowner’s expense if ultimately denied by the ACC.


    6) What if I don’t want to use TownSq?

    Response= We strongly recommend for homeowners to register on TownSq, as doing so enables them to interact with Goodwin, the management company, manage their association account, and submit ACC applications.


    7) What types of applications will Goodwin’s ACC team process?

    Response= Our team will process the following applications…arbor/trellis, decks, driveway replacements and driveway extensions, fencing, gutters, inground pools, exterior paint, patio/patio cover/patio extensions, play structures, porch railing, door replacements, rooftop solar panels, room addition, screen/storm doors, spa/hot tub, stain/paint driveway/walkways, storage building, permanent basketball goal, gazebo, and window treatments

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

  • When do we get landscape services?

We currently receive weekly services that occur every Monday, except from November through February where the schedule reduces to every other week. 

  • The landscaper is not cutting my backyard. Why?

There can be several reasons why the landscaper may have been unable to mow the rear of your home. This could include not having access (gate was locked), standing water preventing the ability to mow, or other. Should you have any concerns, please submit a request via TownSQ. 

  • What does the Association maintain and what am I responsible for maintaining?

Homeowners are responsible for all building maintenance and upkeep. 

The association maintains common area landscaping. Landscaping services do include general maintenance for both front and back yards for each home, but the association is not responsible for replacing landscaping on individual unit lots.  Association also pays for water for all homes, but is not responsible for individual unit drainage fees. 

  • 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 service pickup is scheduled every Tuesday and Friday of each week.  Recycling is picked up every Friday. Items for recycle should be placed in the black 18 Gallon bin provided by Texas Pride.

  • What is the bulk pick-up schedule for my community?

There is no bulk pick up for the community. These arrangements will need to be made by unit owners when needed. 

  • How do I get electric/gas/water/trash service? 

Water is included in your annual assessment amount; you do not need to set up individual water services. Trash services are also scheduled by the association. If you need to order a new trash can or recycling bin, please reach out to your TxPride and order one through their website. You can schedule gas services through CenterPoint energy, and electric services through many available providers. 

  • 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 a resale. Post office located at 5415 Lawndale St, Houston, TX 77023. 

Compliance

  • I just received a violation notice. Who can I talk to about it?

Covenant violation related inquiries can be directed to our Compliance Department at HOUcompliance@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 please submit a request via TownSQ and include a picture and as much detail as possible where applicable.

  • 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. Spot inspections are also completed. 

  • 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 on your community’s website by visiting www.goodwintx.com and entering your community’s 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 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-6:00 PM.

855-289-6007 or info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.

 

 

  • Compliance Team: Covenant violation related inquiries can be directed to HOUcompliance@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 your community’s website by visiting www.goodwintx.com and entering your community’s 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 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 pay my assessment?

For your convenience, we offer several payment options:

 

Option 1: Mail-In Your Payment to the following address:

 

HWHH – Waterhill Homes On Commerce Street 

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:

  1. Login to TownSQ at https://app.TownSQ.io/login
  2. From the top of your home page feed, select the account you’d like to make a payment on.
  3. 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:

  1. From the top of your mobile feed, choose the account you’d like to make a payment on.
  2. 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 (HWHH) 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:

  1. Login to TownSQ at https://app.TownSQ.io/login
  2. From the top of your home page feed, select the account you’d like to make a payment on.
  3. 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:

  1. From the top of your mobile feed, choose the account you’d like to make a payment on.
  2. 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 HWHH

  • What is the Management ID?

6587

  • When is my assessment due?

Assessments are due annually on January 1st of each year. Assessments are late if not received by January 31st and will incur 18% interest and an additional $25 late fee charge. Late fees and charges will increase each subsequent month of delinquency.   

  • 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. 

  • What is my assessment paying for?

Your community’s assessment pays for the operating expenses of the association. This can include utilities, road maintenance, landscaping, amenity maintenance, insurance, 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. 

 

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 at Community Archives  https://marketplace.communityarchives.com/login

  • How much does a lender questionnaire cost?

Visit Community Archives  https://marketplace.communityarchives.com/login for pricing. 

  • Where do I obtain a resale certificate?

Resale Certificates can be ordered via Goodwin website at www.goodwintx.com.

  • I'm the Lender and would like to get a statement.  Is there a charge for this?

A statement can be ordered at Community Archives  https://marketplace.communityarchives.com/login

Rules/Regulations

  • What is the community's rental/leasing policy?

No Townhouse may be leased for transient or hotel purposes. A lease of a Townhome for less than a (12) month period is deemed to be the use of a Townhouse for transient or hotel purposes (meaning AirBnb, VRBO, vacation rentals, etc. are strictly prohibited).  Please see full leasing policy on TownSq under the documents section. 

  • What is the community's parking policy?

No curb side parking is permitted anywhere within the community unless it falls within the confines of the garage door of the home (This only applies to homes on Riley Ln, Adam Ln, Sperber Ln, and Roufa Rd.). When parking in front of a home, ensure the automobile stays within the confines of the garage door, and ensure both wheels of either the driver’s side or the passenger’s side of the vehicle are on or touching the curb. Only a single vehicle may be parked in front of a resident’s home at any given time, and all other vehicles are subjected to immediate tow. Parking in front of garage is not allowed for any house with a Commerce St. address. All residents are responsible for informing any visitors of the parking policy. There are *no* designated guest parking spots in this community.

 

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.