Current Residents Resources

Upon move-in, locate your mailbox and ensure you have access. The location of the mailbox and means of access will vary by property. If your mailbox requires a key, one will be issued to the unit’s first tenant to collect a move-in packet. If your unit is partially renewed or passed down, the tenants who remained in the unit from the previous lease term will have the key.

To help receive mail sent to a previous address, consider filing a change of address request with the United States Postal Service. You can fill out a change-of-address from online at USPS.com/move or at the local post office.  If you have subscription or delivery services, update your address with the provider(s).

Always provide your full name and complete mailing address. If you give the United States Postal Service, UPS, FedEx, or any other carrier an incorrect address, tracking down your package may be a hassle!

If you are unsure about your mailing address, please refer to your Lease or reach out to your Portfolio Manager. Don’t hesitate to reach out to us with any questions or concerns. We’re here to help.

Are you missing a package?  The Matchbox office does not receive mail intended for a tenant at a managed property address. That being said, there are a few different possibilities:

• If your order was shipped via USPS, they normally place the package (if it fits) inside your mailbox.  If you have a small mailbox and the package does not fit, they may have left a key inside your mailbox to open a larger compartment.

• If you have a mailroom at your residence, check the upper and lower shelves to be sure the package is not hidden behind or on top of other packages.

• If your property has a club house, check the area around the front door.

• Sometimes undeliverable mail is sent back to the nearest USPS shipping location, and a form is left in your mailbox. Check online to identify the main shipping location closest to you and reach out to them for help.

• If your order is shipped via UPS or Fedex, they would leave the package at your door (if no signature is required) or ring/knock to have someone sign for the package. Check with your roommates to see if anyone brought your package inside or signed for the delivery on your behalf. Fedex often offers residents the opportunity to pick-up shipments from their Ship Center – information on this option would’ve been left on a sticky note on your door.

• Do you have a tracking number?  If so, reach out to UPS, Fedex or USPS directly to help locate your order.

You will receive emails and/or text messages from the Matchbox Realty Team, including your Portfolio Manager & Assistant Portfolio Manager but also from our Administrative Team, Accounting Department, Marketing, IT, & others!

Our intentions are not to spam you. Our goal is to provide you with important information about your obligations and our community. Please see our Privacy Policy and Terms of Service for additional information.

To insure you receive all timely notifications, please add Info@MatchboxRealty.com, your portfolio manager’s email address, and the office phone number 540-434-5150 to your trusted contacts list.

Examples of notifications you may receive during your tenancy that you should look out for are:

• Lease Renewal/Non-renewal Notice: We send out renewal/non-renewal notices during the year. Renewal Notices outline a deadline for reporting if you intend to renew for your apartment (if applicable).  If you miss the deadline, you may lose your apartment. Please do not hesitate to reach out to us if you know you will not be renewing, know you are interested in renewing, or have any questions regarding this process.
• Past Due or Auto-Pay Notifications: If you paid rent online (or if you NEED to), or if you have a balance due on your account, Accounting will try to keep you in the loop. Please check these emails as they may be time sensitive!
• Showing or Inspection Notices: For any non-emergency entry, such as a showing or inspection, we’ll provide Tenant(s) with reasonable notification. If Tenant(s) refuses to allow a showing or inspection with a reasonable notification, a fine will be assessed to a Tenant(s) account per occurrence. Property Inspections are conducted routinely to ensure properties are respected, maintained, and to mitigate damages. Seasonal inspections – including Winter Inspections – will take place periodically.

Sump pumps are installed to remove water from low lying areas in the event of heavy rains or flooding.  If they are not working, these areas will take in water, which can cause extensive damage to the residence.

Sump pumps should never be unplugged, even when not in use. Please check with your portfolio manager – you can email them directly, or through your portal – prior to unplugging any major devices/appliances in your residence.

If heavy rains or flooding is expected, please take steps to ensure that the sump pump is operating properly.

1. Confirm that the pump is plugged in
2. Check for debris in the area of the pump – leaves, trash, or other general debris can clog the pump and prevent it from removing water effectively
3. Make sure that the discharge pipe, which will be located on the exterior of the residence, is clear of debris and undamaged. A broken or clogged discharge pipe can cause water to flow back into the home rather than sending it outside properly.

See the following video for how to test that your sump pump – Testing Sump Pump Float Switch

If you are not sure if your property has a sump pump, please see the list of Matchbox properties below, or reach out to your portfolio manager.

• 3 Shenandoah Ave; 55 E. Grattan St; 130-1, 130-1A, 130-2, 130-2A, 130-3, & 130-4 Campbell Street; 157 W Market St; 161 W Wolfe St; 162 N High; 167 W Market St; 230 N High; 237 W Market St; 253 W Market St; 267 W Water; 270 E Bruce St; 281 W Market St; 304-1 & 304-2 N High Street; 473-1 & 2, 473-3 & 4, 473-5, & 473-6 S Mason St; 478 S. Mason; 520/522 Federal St; 547-1, 547-2, 547-3, & 547-4 Layman Ave; 795 Port Republic Rd; 801 N Main St

For tips for dealing with torrential rain see the infographic, or the information below.

1. 1. Before the Storm
      1. If you live in an area where there is potential to have water rise, move your vehicle to higher ground.
      2. Remove debris from outside drains.
      3. Remove any outside items that could be blown or washed away.
      4. If your house a sump pump, be sure it is plugged in and drains are not clogged
   2. During the Storm
      1. Take pictures and/or videos of where the water is coming in.
      2. Turn in a work order and attach your pictures so maintenance can remedy the issue after the rain has stopped.
      3. Use towels and buckets to clean up water and protect the property.
   3. After the Storm
      1. Use a piece of tape or paper to indicate where the water was coming in.
      2. Report any damage on personal property to your Renter’s Insurance.
      3. Communicate with your Property Manager and watch the status of your work order through your Tenant Portal
   4. Emergency
      1. If water intrusion is threatening the structure or your safety, always call 911.
      2. The Answering Service may not be able to dispatch anyone to your location. Typically, Matchbox cannot fix issues in torrential rains; creating the work order is the proper step.
   5. Informational Sites
      1. National Weather Service
      2. Local Weather
      3. Ready.gov

When using a gas stove, possibly for the first time, focus on safety, proper ventilation, and easy cleaning to maintain the appliance and your own safety. Check out this video for Tips and Tricks on staying safe while using a gas stove.

If you smell gas, leave the building immediately. For any emergencies that could threaten someone’s life or safety, contact 911. In the event of a non-life-threatening Emergency Maintenance Issue, please contact our office immediately by calling 540-434-5150 ext 0 or, if it is after hours, use ext 7.