Manager’s Report 2018

Housing for the Elderly & Handicapped of Newport

Site Manager’s Report

This report is completed by Maple Manor’s on-site manager, Jaye Stilwell.   Overall the report reflects the consistency of operations from having consistent management for 2 ½ years and consistent on-site longevity of over 10 years.  

Resident Selection– Maple Manor experienced a 15% turnover rate is 2018.  This equates to 6 move outs/ins/transfers in the last 12 months. When a new resident is about to move in there is a number of steps that need to be taken to assure a residents’ eligibility. Those steps are also taken on a yearly basis thereafter. Maple Manor’s 40-unit Project has one vacancy at this time but will be occupied by the end of the month. We also have a waitlist of 42. The waitlist for Maple Manor is currently open. If the waitlist is closed, I still accept applications but the applications are put in an inquiries file. Once the waitlist is re-opened I will put the inquiry file applicants on the waitlist according to date and time the applications are received. The waitlist is updated once a year.

During 2018 six (6) tenants left/transfer Maple Manor.  Two of those moved to other locations with family, two moved to assisted living and two passed away.    In total those tenants lived at Maple Manor for an average of 9 years. It’s interesting to note that in the ten years that I have worked at Maple Manor there has been a total of 40 move outs/ins. That is a 100% turnover and an average of 10% turnover a year.

When an apartment is vacated it is completely refurbished before a new tenant moves in.  The unit is professionally cleaned, and flooring (carpeting and vinyl) is replaced if needed, as are appliances.  Units are also painted if necessary.

At this time Maple Manor/ Elmwood has one vacant unit, all other units occupied with 46 residents.  Nine (9) of those residents are men and thirty-seven (37) are women. Four (4) couples live at Maple Manor/Elmwood and the remaining tenants are single.  The average age of tenants is 75 for men and 77 for women. Our stated primary mission is housing for the elderly (62 plus) and disabled (at least 10% of available units).  The average age shows we are meeting our targets of primary service the elderly.  

Administrative / Financial Issues

Maple Manor’s contract with HUD renewed on March 1, 2015 and will continue for a twenty-year period. With this year’s OCAF, (operating cost adjustment factor) rent was adjusted to $965 per month, up from $935, effective March 1st.

External training– As HUD rules and regulations change routinely it is critical that staff has the training they need to insure they adhere to the regulations appropriately. Maple Manor maintains membership in the Granite State Managers Association which also provides needed training as well as opportunities for networking. I also have had several webinars on the EIV (Enterprise Income Verification) system and HUD changes including Annual Security Awareness,   and One Site Updates. EIV is a web-based system that contains employment and income information on individuals who participate in HUD rental assistance programs. All Public Housing Agencies are required to use HUD’s EIV system. Both the site manager and management agent are authorized to use the EIV system. 

External Reviews- Maple Manor’s last annual HUD review was completed in April 2018. The review included areas of general appearance and security, follow-up and monitoring of project inspections, maintenance and operating procedures, leasing and occupancy, tenant/management relations and general management practices.  Based on the areas reviewed the report reflects an overall satisfactory rating.

REAC inspection. Maple Manor’s last REAC (Real Estate Assessment Center) was completed in August 2018. During the REAC inspection there are five (5) inspectable areas, the site, building exterior, building systems, common areas and 25-30% of the units. Based on the areas reviewed the report reflects an overall score of 84c. 


Charlie Anctil responds to most routine maintenance issues at Maple Manor.   Charlie has been in his position for two and ½ years. Maintenance requests come from residents or from routine quarterly inspections.  In 2018 Charlie responded to 290 maintenance issues (I have attached a service request list report). After each maintenance request is completed, residents are contacted by the site manager to insure the issue was resolved to their satisfaction.    If outside contractors are needed, residents are informed of that need, and they are provided a time frame for when the issue will be addressed. When outside contractors are hired, Maple Manor requires a certificate of insurance naming Maple Manor as an Additional Insured. Last year residents indicated satisfaction with how maintenance requests were handled 100% of the time.

Charlie and Chris also respond to emergent issues that occur outside normal business hours.  In 2018 there were 79 calls made to Maple Manor’s emergency number. Those calls included responding to concerns regarding residents’ heaters, plumbing issues; snow management issues, assisting residents who had locked themselves out of their units, and lights. The emergency number is available to residents 24 hours/day 7 days/week. With the telephone upgrade residents now only have to call the office number to reach Chris or Charlie for after-hours emergencies. 

Alarm Monitoring- During the past twelve months the Fire/EMS/Police departments have responded to six medical and four fire alarms at Maple Manor. 

Capital Improvement- Maple Manor has completed several projects this year, those include:

  • Replacement of complete flooring including carpet and linoleum throughout in 4 units,   carpet only in 2 units
  • Replacement 2 refrigerators, 5 hoods 
  • Replacement of 5 stoves
  • Replacement 2 countertops
  • Replacement of 7 kitchen cabinets
  • Replacement of 9 bathroom tub/shower units to a walk in shower
  • 3 exterior door were replaced, plus a new slider door in the Community Room 
  • Replacement of 1 dishwasher
  • Replacement of 9 faucets, kitchen/bathroom
  • Plumbed washing machines
  • Replaced 2 bathroom fans
  • Replaced 3 bathroom vanities
  • Installed thermostat covers in all units
  • Cement posts installed in front of 4 outside lamp posts
  • 20 new privacy fences installed
  • Drip edge over all front gutters installed
  • New decking replaced 1 unit.
  • Replaced closet doors in 1 bedroom

Elmwood at Maple Manor- Both units have been occupied since its opening Feb. 1st 2013. Elmwood now also has a waiting list of 4. Since 2017, rent has increased 2-3% per year and is not subjected to median rents requirements, allowing for a more predictable rent rate. 

Resident Activities– Maple Manor offers residents activities throughout the year.  Monthly resident meetings provide an opportunity for residents to meet with the Site Manager to share concerns they have and learn about what’s being planned.  Attendance at these meetings is typically low unless there is a general concern or interest in something specific that’s happening on site. However, minutes are provided to all residents so they are aware of the discussion and may feel a part of the meeting without actually attending.

I like to have the residents’ involved in the Community by  organizing the Annual dinner, Annual Chicken barbeque as well as several other barbeques throughout the summer. The residents also enjoy the Annual Thanksgiving Dinner and Holiday parties. Bingo/birthday party is held once a month in the Community Room, with myself calling the numbers, I also coordinate events with Connecticut Valley Home Care, Blood Pressure Clinic once a month.. 

A monthly calendar of events is posted that lists the bingo schedule, blood pressure clinics, the weekly social, and other potluck luncheons, barbecues, and other activities that are planned for residents.  The calendar typically has a “special event” sometime during the month, depending on holidays, etc.

Residents celebrate holidays together throughout the year, decorating the community room for Christmas, Valentine’s Day, St. Patrick’s Day, Easter, Memorial Day, Fourth of July, Halloween, and Thanksgiving.  Thanksgiving is celebrated with a complete roast turkey dinner that is very popular. At Christmas residents share a decorated tree, and enjoy a luncheon with gifts for everyone. Many of the other holidays include theme-related activities for residents with prizes for participation.  On Valentine’s Day, for example, the resident wearing the most red items wins a prize

Satisfaction Survey- This year the satisfaction survey was completed door to door to increase response rate. . Based on the resident surveys in 2018 the residents are very happy at Maple Manor and with on-site management.  The response rate went from around 10% to 80%.    

Greenleaf Housing Managers, LLC enjoys its relationship with Maple Manor and values the trust the Board of Directors has placed with our Agency.  We are very proud of the accomplishments we have made at Maple Manor, and we look forward to working with Maple Manor for many years to come.

Respectfully submitted,

Jaye Stilwell, Director of Housing