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What should I know about the transition to Keystone?

As Curtis Management becomes a member of the Keystone family, the most important thing to know is that the people you're familiar with and have worked with for years are staying the same.  The same local managers, assistants and executives will be serving you from the same local office in Carlsbad, CA.

So if the people and location are staying the same, what's changing?

We are upgrading the technology and rolling out the Keystone Connection to give homeowners and Board Members additional tools to run their communities.  This will allow clients to make payments, access community information and communicate with the Keystone Team.

What should I do for a smooth transition to Keystone?

Here are 5 important points to remember for a smooth transition:

• MAILING ADDRESS CHANGE
  Homeowners will keep their current account numbers, but will now need to mail their payments to the following address: P.O. Box 513380, Los Angeles, CA 90051-3380

• MAKE CHECKS PAYABLE TO
  Please make your checks payable to your Association, not Keystone Pacific or Curtis Management.

• RE-SIGNUP FOR AUTO-PAY
  If homeowners currently use recurring ACH – whether they signed up through the old Curtis PayLease portal or directly with Curtis – they will need to sign up for e-check in the new Keystone Connection web portal or app.

• PAYMENT, AUTO-PAY & ACCOUNT BALANCE
  Payment, auto-payment, and account balances are now all accessed via the Keystone Connection.  You can even opt-in to e-billing statements.  Register today!

• COMMUNITY WEBSITES
  The old Curtis Community Websites have been replaced by the Keystone Connection, so you'll want to register ASAP.

What is the Keystone Connection?

Whether accessed via the web portal or the app, the Keystone Connection lets you log right into the same system your HOA's Managers and Assistants use to manage your HOA.  Using the Keystone Connection you can:

• PAY YOUR BILL
  Make a one time payment, setup autopayment, check your balance and see your payment history.

• STAY IN THE LOOP
  Get real-time access to community news, violations, work orders, calendars, and your Association's directory.

• FIND DOCUMENTS
  Find governing documents, forms, budgets, minutes, agendas, notices and newsletters.  Plus, contact your Managers, file work orders / maintenance requests, and report problems / violations.

Does the Keystone Connection web portal and app replace our Community Website?

Yes.  The information from the older Community Websites has been transferred into the Keystone Connection web portal and app.

Do I need to register to access the Keystone Connection, and how long does it take?

Yes, and approval usually takes one business day.  Please note that you can register on either the web portal or the app as the two are interchangeable, and your username and password are the same on both.

What's the difference between the Keystone Connection web portal and the app?

The web portal and the app have the same information and functionality; the difference is in how it's accessed.  The Keystone Connection web portal can be accessed from any web browser.  The free Keystone Connection app runs on mobile devices like phones and tablets, and is available for download via the App Store (Apple) or Google Play (Android).

How do I register for the web portal?

Simply visit https://keystoneconnection.net/ and click "Sign In" at the upper right.  Next, click "Create Account" and fill out the form, remembering that fields marked with a red asterisk are required.

Once you've registered, your account must be approved before access can be granted.  This approval process typically takes one business day.

Should you have any questions about registering, there is help on the Keystone Connection page, including a video of the process.  Should you get stuck, please feel free to contact your managers.

How do I get the app?

You may download and install the Keystone Connection app on your mobile device by visiting either the App Store for Apple products or Google Play for Android products.  Remember, your username and password are the same on the web portal and the app.

Can I mail in my HOA payment?

Yes, you may mail in your payment via check or money order with the provided statement.  If you do not have a statement, you may submit your payment by placing your account number in the memo section of your check.

Please mail your payment to our new address: The name of your Association, c/o Keystone Pacific, P.O. Box 513380 Los Angeles, CA 90051-3380.

Can I pay online or setup auto-payment via ACH, debit, or credit?

Yes.  To make a one-time payment or setup auto-payment, you'll need to register for the Keystone Connection web portal or app.

When planning your payments, please note that account approval after registration takes approximately one business day.

Do I have to update my automatic payments when HOA dues change?

Yes, if HOA dues change homeowners must update their automatic payments for online bill pay only.

Do I have to update my automatic payments when I sell my home?

No, any scheduled payments will be canceled automatically when Keystone receives the closing documents from the escrow company.

May I make a payment over the phone?

No, Keystone does not take payments over the phone at this time.

What's my Account Number?

Your Account Number is printed on your billing statement.

How do I change the name on my account?

Homeowners may submit a change of name by way of a written request only.  The written request must include legal documentation such as a change in Deed, Trust, Power of Attorney, marriage or death certificate, etc.  This may be submitted to your Association’s Manager, in person, email or mail to:  The Name of your Association, c/o Keystone Pacific, 5050 Avenida Encinas, Ste. 160, Carlsbad, CA 92008.  As with any request, please ensure that your Account Number is listed.

Can I change my Billing Address online?

Yes.  To change your Billing Address please complete and submit the Keystone Billing Address Change Form.

How do I supply my Mailing Address to comply with Civil Code §4041?

Since 2017, California Civil Code §4041 requires owners to notify their Homeowner's Association yearly regarding their Mailing Address and the current disposition of their property, e.g. owner-occupied, rented, vacant, etc.  To facilitate this process, Keystone has provided the following electronic form:  Annual Request for Owners Address Form.

Note:  Please do not attempt to complete this form within your web browser.  Instead, save this form to your computer, and then open & complete it there.  Once completed, simply press the submit button at the end of the form.  If you have any questions about this form, please contact our office at at 760-643-2200 or 858-587-9844.

How do I request an HOA document?

Documents and Association information are easily obtained via the Keystone Connection web portal or app.

Alternately, you may also contact your Association’s Manager by email or phone to request the document.

How do I obtain a copy of my Association's Insurance Certificate?

If your HOA's Insurance Certificate is not currently available in the Keystone Connection web portal or app, please simply request a current certificate from your Association’s Manager via email or phone.

How do I report a concern?

If this is an emergency, please dial 911 immediately.

If this is a maintenance emergency, please contact Management immediately at 760-643-2200 or 858-587-9844.

All other requests will need to be submitted in writing by the Homeowner.  Requests may be submitted in one of four ways:

• ONLINE
  Please submit your Maintenance Request / Work Order online via our Maintenance Request page or the Keystone Connection web portal or app.

• VIA EMAIL*
  You may also submit your request via email to your Association’s Manager

I want to make a change to my home, what does the HOA need to know?

In most cases, any exterior change (Architectural or Landscape) must be submitted to your Association for prior review.  If available, please use the form for your particular Association listed in the Keystone Connection web portal or app.  Or if no form is available, please use the generic Keystone Architectural Processing Request Form online.

Should you have questions on a specific project, please contact your Association’s Manager.  Please be advised that based on your Association’s governing documents, most submittals have a processing period of up to 30-60 days.

What does my assessment pay for?

In general your assessments pay for the maintenance, operation, upkeep and long-term repair and replacement of all the common areas within your Community.  Also, as a non-profit corporation, your Association has administrative expenses including insurance, financial statement reviews, tax filings, license renewals, and management.

Every year your Association's Board reviews and adopts a budget for your Community.  So for more specific information about where your assessments go, you may easily obtain a copy of this budget by accessing the Keystone Connection or by contacting your Management Team.

What does Keystone do for my Community?

As the Management Agent, we work at the direction of your Board of Directors.  In addition to preparing for Association Meetings, both administratively and operationally, we regularly inspect the common area, work with association vendors and contractors, and obtain proposals for new projects and maintenance services.

Board Members are volunteers; therefore, our time is spent assisting the Board in meeting all compliance issues with Federal, State and local laws and codes.  We provide customer service to residents, address community and neighbor complaints and work with the Board on the implementation of community guidelines and enforcement.

Perhaps one of the most important aspects of our responsibilities – which is sometimes overlooked – is the preparation and generation of balanced, accurate and fiscally responsible financial reports.  We oversee and produce all accounting functions for your Association, including, but not limited to, budget planning, accounts receivable, accounts payable, general ledger preparation and solicitation of sound financial investment advice.

How does Keystone conduct our Board of Directors meetings?

Your Community Association Manager prepares a board packet one week prior to the meeting date and mails it to the Board of Directors;  provides an Agenda to be posted onsite or mailed to the membership;  reviews and answers any questions a board member may have; and assists the President during the course of the meeting.  Meetings are conducted utilizing standard Robert’s Rules of Order.

What does our Monthly Management Report contain?

The board packet for your monthly meeting will contain an Agenda, Manager’s Report, Minutes, prior month’s Financial Statement, Delinquent Analysis, Architectural Tracking Log, Work Order Log, Violation Log, Committee Reports, Correspondence, Old Business and New Business.

What is the role of the Community Association Manager at our Board Meetings?

Your Community Association Manager's role is variable depending on the direction given by the Board of Directors, but generally speaking the Manager assists the President during the meeting, providing information and documentation as requested.  Ultimately though, all decisions are made by the Board of Directors.

Do supervisors or upper management executives ever attend our Board Meetings?

Yes.  All Managers report to the Chief Operations Officer, who attends meetings periodically to observe a Manager’s interaction with the Board of Directors and homeowners.

Does Keystone provide training for our Association's Board Members?

Yes.  On a continual basis Keystone provides training on financial statements, new legislation, insurance compliance, etc., and when requested by a Board Member.

Does Keystone provide any resources to help our Board Members?

Yes.  Board Members are welcome to visit our Resources page for helpful articles, publications and links.

Does Keystone provide a conference room or meeting space to host our Board Meetings?

Yes,  Keystone' conference room is available for use at no charge to our clients and can accommodate 24 individuals.  We also offer the convenience of a conference speakerphone for Board Members to participate remotely.

How does Keystone ensure our annual legal requirements are met?

To make sure that your legal requirements for items such as insurance renewal, election notices and audit and tax return preparation are met on time, Keystone employs an annual and monthly calendar with all of your Association’s information pertaining to your fiscal year end, annual meeting date and insurance renewal.  The Managers are provided reminders at the monthly staff meetings and by email.  A tracking log is updated through completion.

What steps does Keystone take in preparation for our Annual Election Meeting?

90 days prior to your Annual Election date a candidate form is sent out with the monthly billing statement asking for volunteers.  30-45 days prior to the election date a notice of Annual Election Meeting, candidate statement, proxy and/or ballot, envelopes and instructions are mailed to your Association's members.

How does Keystone handle insurance renewal for our Association?

The Community Association Manager notifies the Board 90 days in advance that the insurance policy is coming up for renewal and proposals are obtained for the Board to review prior to the renewal date.

How does Keystone ensure preventative maintenance is performed?

At the beginning of each year your Community Association Manager in cooperation with the Board of Directors creates a maintenance calendar for all the common area components (roofs, streets, building maintenance, asphalt, painting, landscape renovations, electrical, etc.)  This calendar takes into consideration the HOA’s current budget allocated for preventive maintenance.

How does Keystone handle our homeowners' Maintenance Requests?

When a homeowner calls in they will always be able to speak with a live person.  We provide 24-hour, 7-day per week emergency service for all of our Associations.  The Assistant Manager will speak with the homeowner and obtain the information necessary to produce a work order.  We prepare a property information sheet on each association that lists the components the Association is responsible for maintaining.  Once the maintenance responsibility is verified to be the Association’s, a work order is issued and emailed or faxed to the appropriate vendor.

What is Keystone' procedure for monitoring CC&R and Rules & Regulations compliance?

Your Community Association Manager works with the Board to review the Association’s Governing Documents and performs a monthly physical site inspection of the Community, making note of any unit in violation and taking a photograph of the violation.  Letters are sent to the owner in accordance with the Association’s enforcement policy with a copy of the photograph outlining the violation and section of the CC&Rs or Rules & Regulations.  If the unit has an offsite address, a copy of the letter is sent to the Resident.  The violation is logged, and a Violation Report is generated for the Manager to update on the next site inspection as well as inclusion in the monthly board packet for the Board’s review.

How does Keystone process and monitor our Architectural Improvement Requests?

Upon receipt, the Architectural Improvement Application is date-stamped and logged as a pending application.  As with violations, a report is generated that is generally included with the Board Meeting materials for the Board to review each month.  The Application is then submitted to the Architectural Review Committee for review.  Your Community Association Manager will monitor the approval progress to ensure deadlines are met pursuant to the Association's governing documents.  Upon approval or denial, the submitting homeowner is notified in writing of the Committee's decision.  Your Manager will ensure that proper meeting minutes are maintained and that the Board is made aware of the Committee's progress.

Please note that homeowners can now track the progress of their Applications through the Keystone Connection web portal or app.