FAQ's

Community FAQ's – Imperial Ridge

Amenity Access

Where is the pool located and how can I get passes?

The community does not have a pool.

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.

8) Where do I find my community's architectural modification request form?

Response = Visit TownSq and log in using your account credentials. If you are not registered, you can sign up using your HOA account number and property zip code.

Once logged in, select the "Architectural Review" feature from the left-hand side menu. Then, click on “Submit Project” and fill in the necessary fields. Once the form has been completed, click “Save” at the top right of the screen to submit the project for immediate review. You may also upload any files or pictures you may have during this process. The feature is not available on the Phone app, so this can be done on the website. Once your project has been submitted, kindly log back in to see the status of your request.

Board Meetings

• How do I find out when the next Board meeting takes place?

Board Meeting dates and times are typically announced in 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 maintaining their property. The HOA is responsible for the common areas.

• 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 in TownSq and include a picture with as much detail as possible, where applicable. From there, you will also be able to track the status of your maintenance request.

Waste Services

• What is the trash/waste pick-up schedule for my community?

Pickup days are Wednesday and Saturday. Trash containers may be put out on the street after 5:00 pm of the day prior to the scheduled pick-up day and shall be removed from the street and returned to their enclosed structures

Texas Pride– 281-342-8178

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

Heavy trash is every Friday of every month.

Utilities

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

MUD District – 154

713-991-6881

Trash Service – Texas Pride 713-991-6881

Gas and Streetlights are handled through CenterPoint Energy - 713-659-2111

Report a streetlight outage HERE. You will need the address or the streetlight number.

USPS

• 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.

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 or by phone at 281-706-8961.

• I need to report an issue with a neighbor's home.

Please submit your concern in TownSq and include a picture with as much detail as possible, where applicable.

• When does your compliance driver come through our community?

The schedule varies; however, 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 on 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. There, you will find the Governing Documents and Deed Restrictions.

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.

Phone: 855-289-6007

Email: 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 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

Make a payment

• How do I pay my assessment?

For your convenience, we offer several payment options:

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

(HIRH)– Imperial Ridge

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:

From the top of your home page feed, select the account you’d like to make a payment on.

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:

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

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 $1.95 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 $1.95 convenience fee.

**Please Note: If you pay in person at our Local Office located at 7702 FM 1960 E, Ste. #202, Humble, TX, 77346, you will need to make your payments in the form of a check or money order payable to your association.

Local Office Business Hours: Monday-Friday, 8:30AM - 5:00PM, Contact #: 281-706-8962

We do NOT accept cash or debit card/credit card payments in person.

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 (HIRH) 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:

From the top of your home page feed, select the account you’d like to make a payment on.

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:

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

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.

What is my property code? HIRH

What is the Management ID? 6587

When is my assessment due?

Your assessments are currently $351.31 annually, due January 1^st and will become delinquent after January 31^st. If you need assistance in submitting your payment, please 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

• Are there any fees associated with online payments?

When making credit card payments online, there is a $1.95 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 $1.95 convenience fee.

• Why does my account show a negative number?

A negative number means that you have a credit balance.

Assessments

• 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 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 set up a payment plan?

We have added a new Payment Plan Request Form on our website. The form can be accessed under the resources tab on our website listed as “Apply for a Payment Plan”.

• How do I update my Western Alliance payment information?

To update existing Western Alliance recurring payments, please follow select the link: https://onlinepay.allianceassociationbank.com/home.aspx?cmc=f35695fa-5d14-4f3b-8f21-e5d7a388a51f?

• How do I cancel my Western Alliance auto draft?

To update existing Western Alliance recurring payments, please follow select the link: https://onlinepay.allianceassociationbank.com/home.aspx?cmc=f35695fa-5d14-4f3b-8f21-e5d7a388a51f?

• 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. You may request a copy of your Association’s budget by contacting our 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. You can also submit a request through TownSq.

• 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?

Resales

• How do I get a lender questionnaire completed??

Please contact resales@goodwintx.com

• How much does a lender questionnaire cost?

Please contact resales@goodwintx.com

• Where do I obtain a resale certificate?

Resale Certificates can be ordered via www.goodwintx.com.

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

Please contact resales@goodwintx.com

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:

1. Easily communicate with neighbors, community managers, and board members

2. Manage your account and pay online

3. Get up-to-date community news and events

4. Request and review status of service inquiries

5. Participate in community polls

6. Access community forms and documents

7. 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.