Community FAQs

Community FAQs

 

Amenity Access


Pool


What are the operating hours of the pool?

Summer Months:

  • During the summer months, the pool is open every day from 6 AM - 10 PM. 
  • Children ages 18 and under may swim Wednesday, Friday, Sunday, Monday 12-6 pm under the supervision of a Resident. 
  • Tuesday, Thursday, Saturday are designated adult only swim days. 
  • The lane closest to the Clubhouse is always available for ADULT lap swimmers only. NO children are allowed in this lane. 

Winter Months:

  • Winter hours will fluctuate based on weather conditions.
  • During the winter months, if the pool is uncovered, children under the age of 18 may swim Wednesday, Friday, Sunday, Monday between the hours of 12 - 4:30 pm, under the supervision of a Resident. 
  • Water classes that are scheduled for the morning hours may be changed to warmer afternoon hours. 
  • Tuesday, Thursday, Saturday are designated adult only swim days if the pool is uncovered. 
  • During the winter months children are NEVER allowed in the outdoor pool, the indoor pool, on the pool deck or when any pool is covered.

 

How many guests can I have at the pool?

  • Residents are permitted up to 6 guests at any time. Any number of guests larger than 6 would require pre-approval by Kelley Slupek, Property Manager.


Where is the pool located?
  • The pool is located behind the Tuscan Village Clubhouse at 111 Medici Avenue Lakeway, TX 78734

 

  • Where can I get an access device?

You can order an access device from Goodwin’s Amenity Access Department by clicking on the link below and completing the webform. 

Amenity Access Form: _________________________

  • How long does it take for my request to be fulfilled and how will I receive my device?

Please allow up to 7 business days from form submission to receive your access device. When your access device is ready for pick up, you will receive an email notification. You can choose to either have your device mailed to you or pick it up at your local Goodwin office.

 


Architectural


What types of exterior modifications can I make to my home without requiring approval of the association?

  • 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 section of TownSQ. 


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

  • Once the application is submitted it will be reviewed by the Architectural Review Board of Tuscan Village. This committee of volunteer homeowners is tasked by the Board of Directors to review each submission to determine that 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 date of submission. Please ensure that 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 Community Manager or the Architectural Review Board for Tuscan Village within 30 days from the date of submission, please submit a request via TownSQ or email your Community Manager at ATVMmanager@goodwintx.com


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. Notices are posted on the bulletin board by the mailboxes and also in the notice boards in each Loft building.


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

  • Meeting minutes are posted in the Documents section of TownSQ. 

 

Common Area Maintenance


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?

  • The Master Association is responsible for lawn and landscape along with all maintenance and upkeep of the clubhouse, pool/hot tub/deck and sport courts". The common areas and the clubhouse (SFU).
  • Cable- Spectrum Bulk services 1-833-314-7195. 
    • - Cable, TV, Phone and Internet Tuscan Village has a bulk agreement with Spectrum for the provision of cable TV, internet and telephone land line services. 
    •  - All Owners will purchase these services as a portion of their Association dues paid to the Master Association. The list of channels available to Tuscan Village as a part of this (preferred cable package) contract may be found at www.spectrum.net. 
    • - The services currently available include: 232 television channels (including HBO and SHOWTIME), HD Digital Converter Box with remote, HD Set Top Box Digital Converter with Remote, Unlimited phone (landline), Turbo internet (download speed 100 mb/sec) Additional cable, internet and phone services may be purchased by individual homeowners at his or her own expense.
    •  

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

  • SEE Sub associations ATVT, ATVV, ATVL for details on the individual communities.


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

  • Residents must arrange privately for the removal of any unusually large volume of debris or large furniture.  


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

  • Call Electric-Austin Energy 1-888-340-6465 to set up electric and water services. Opt out of Gas services.
  • To set up the Spectrum bulk cable service (cable, home phone, & internet) bundle provided by HOA, Call 1-833-314-7195. 


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 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 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 TownSq and Tuscanvillage.com  


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.

- Contact 1-855-289-6007 or info@goodwintx.com.

- Live Chat customer service is also available on our website at www.goodwintx.com. 

- Contact the Community Manager, Kelley Slupek, by phone at (512)502-7541 (office) or (512)658-6900 (cell), and via email ATVMmanager@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


How do I pay my assessment?

  • For your convenience, we offer several payment options: 
  • Option 1: Mail-In Your Payment to the following address: 

 

ATVM-Master at Tuscan Village

c/o Goodwin Processing Center 

PO Box 93447 

Las Vegas, NV 89193-3447 

 

  • Option 2: on the TownSq?website (www.townsq.io) or mobile application. Your account balance is also available by accessing your TownSq account. 

 

From the TownSq website: 

  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. 

  4. 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 ATVM 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 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 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 convenience fee.


What is my property code?

  • Your Property Code is ATVM


What is the Management ID?

6587


When is my assessment due?

  • 11th of each month


Are there any fees associated with online payments?

  • When making credit card payments online, there is a $1 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 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?

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 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. 


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

  • Contact the Association’s Insurance Agent: 

Higginbotham –Sandy Haire 512-583-1505 email-shaire@higginbotham.net 


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 via the Goodwin website at https://www.marketplace.communityarchives.com/login. 

    If you need to order a resale certificate or questionnaire, please visit Community Archives at https://marketplace.communityarchives.com/login

    For any issues registering on the site or placing an order please call (833) 462-3627.

    Homeowners with question 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?


Where do I obtain a resale certificate?


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


Rules/Regulations


What is the community's rental/leasing policy?

  • 6 months minimum on all leases  
  • Give a copy of lease agreement to manager;
  • Age restricted community must be 55 years or older. 


What is the community's pet policy?

  • See Community Manual pages 27-28  


What is the community's parking policy?

  • See sub associations FAQ. Community Manuel posted on TownSq   


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?