Frequently Asked Questions

The Falls at Imperial Oaks HOA- Community FAQs

Architectural

What exterior modifications can I make to my home without the association's approval?

All exterior modifications or improvements should be approved through the community association’s architectural control process. Please complete the architectural request form.

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

The architectural modification request form can be found under the Documents and Architectural section of TownSq or through the Architectural Review section in TownSq.

What's the process for applying? How long does it take to get approval?

Once the application is submitted, it will be reviewed by the ACC. The Board of Directors tasked this committee of volunteer homeowners with reviewing each submission to determine whether the request is in compliance with the association’s architectural guidelines. A response from the committee may take as many as 30 days from the submission date. Please ensure you provide as much information as possible with your application to avoid delays.

What is the status of my application?

If you have not heard from the General Manager or ACC within 30 days of submission, please submit a request via TownSq or email your On-site Community Manager at HNFIOmanager@goodwintx.com.

Board Meetings

How do I find out when the next board meeting will take place?

Quarterly Board Meeting dates and times are typically posted in the News and Events section of TownSq. If you have registered your email address, we will also email meeting details in advance.

Where can I find copies of the most recent Meeting Minutes?

Meeting minutes are posted in the Documents and Meetings- Minutes section of TownSq.

Common Area Maintenance

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

Homeowners are responsible for their own Lot. The HOA maintains common areas, including the Lake Club parcel, pools, playgrounds, The Retreat, landscape medians, rights-of-way, parks, and aesthetics around lakes and ponds. The MUD maintains the lakes/ponds and fountains.

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 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 and recycling days are Mondays and Thursdays.

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

Individual utilizations are handled by the homeowner and transferred through the title company and closing process.

How do I get a mailbox key?

Please get in touch with 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?

Inquiries related to covenant violations should be directed to our Compliance Department at compliance@goodwintx.com. Additional contact information is available on the notice you received.

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

Please submit a request via TownSq with a picture, address of the alleged violation, and any details related to the issue.

When does your compliance driver come through our community?

The schedule will vary, but our compliance drivers visit the community bi-weekly.

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.

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, 8:30 AM-5:00 PM.

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

Macy Davis, Community Manager: By phone at 832-813-7170. Via email: HNFIOmanager@goodwintx.com.

Compliance Team: Covenant violation-related inquiries can be directed to compliance@goodwintx.com.

How can I reach the Board of Directors?

You are invited to address the Board of Directors at the next scheduled Board Meeting or by submitting a request via TownSq.

Documents

Where can I find the governing documents of the association?

A copy of the community’s governing documents can be found on your 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 at 855-289-6007 or via email at info@goodwintx.com. Live Chat is available on our website at www.goodwintx.com.

How do I pay for my assessment?

For your convenience, we offer several payment options:

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

(HNFIO) – The Falls at Imperial Oaks HOA

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 when you access your TownSq account.

From the web:

Login to TownSq at https://app.townsq.io/login
From the top of your home page feed, select the account you’d like to make a payment on.
Click “make a payment” to select from a menu of options, including paying your open balance, setting up a recurring payment, or making 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 select from a menu of options, including paying your open balance, setting up a recurring payment, or making 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, based on your assessment. There is also a $1.50 convenience fee when making a payment via e-check.

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 (HNFIO) 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:

Login to TownSq at https://app.townsq.io/login
From the top of your home page feed, select the account you’d like to make a payment on.
Click “make a payment” to select from a menu of options, including paying your open balance, setting up a recurring payment, or making 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 select from a menu of options, including paying your open balance, setting up a recurring payment, or making a one-time custom payment.

What is my property code?

Your Property Code is HNFIO.

What is the Management ID?

6587

When is my assessment due?

Assessments are collected on an annual basis and are due on Jan 1.

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?

You can contact our Customer Service team Monday through Friday, 8:00 AM-6:00 PM, by phone at 855-289-6007 or via email at info@goodwintx.com. Live Chat is also available on our website at www.goodwintx.com.

Who can I talk to about setting up a payment plan?

Contact our team at delinquencies@goodwintx.com. A member of our team will be happy to assist you however possible.

How do I update my Western Alliance payment information?

To update existing Western Alliance recurring payments, click here.

How do I cancel my Western Alliance auto-draft?

To update existing Western Alliance recurring payments, click here.

What is my assessment paying for?

Your community’s assessment pays for the association's operating expenses, which 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 get in touch with 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?

You can contact our Customer Service team Monday through Friday, 8:30 AM-5:00 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.

How do I add my property to reflect on the insurance certificate?

Contact the Association’s Insurance Agent: Norma Noonan, 713-992-9990

Higginbotham Insurance Agency, Inc., 11700 Katy Freeway, Ste. 1100, Houston, TX 77079

Owner Information

How do I update my contact information/mailing address?

Resales

How do I complete a lender questionnaire?

If you need to order a resale certificate or questionnaire, please visit Community Archives at https://marketplace.communityarchives.com/login. If you have any issues registering on the site or placing an order, please call (833) 462-3627.

Homeowners with questions regarding their assessments or account balance may contact our Customer Care department at info@goodwintx.com or by phone at (855)289-6007.

How much does a lender questionnaire cost?

Visit the Goodwin website at www.goodwintx.com for pricing.

Where do I obtain a resale certificate?

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

Rules/Regulations

What is the community's rental/leasing policy?

Short-term rentals are not allowed in the Falls, at least 180 days or six months.

What is the community's pet policy?

Please limit pet or dog barking so as not to interfere with your neighbors' quiet use and enjoyment.

What is the community's parking policy?

Parking on public streets (outside of five gated sections) is allowed; however, RVs, trailers, motorcycles, commercial vehicles, and inoperable vehicles must be kept out of public view. Please view DCCRs in the documents section for further details.

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 at 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 the 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:

Visit https://app.townsq.io/ais/sign-up
Enter your Account Number and Zip code (Physical property address)
Provide your email address and create a password

I'm getting an error when I try to register for TownSq. Can you help?

You can contact our Customer Service team Monday through Friday, 8:30 AM-5:00 PM, by phone at 855-289-6007 or via email at info@goodwintx.com. Live Chat is also available on our website at www.goodwintx.com.

How do I change my email preferences for TownSq notifications?

Once 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.