FAQ

Building emergencies & maintenance related reports
Lost & Found: members' items left in the building
Noise complaints & disturbances
Building/property damage
Confrontations: member-to-member; onsite-management-to-member
Misplaced or missing common space furniture (i.e. rooftop chairs, tables; loungeroom tables, chairs)
Building trash cans that have overflowed and need janitorial staff attention
L2 hallway bathroom attention/clean-up
Member complaints that have been reported to onsite-management
"Frequent offenders": members who have exhibited unwanted behavior in the building and have been told at least once about building etiquette (i.e. appropriate smoking areas)

2. The fire pump is running. How do I turn it off?

Location: Outside, Norfolk side

Equipment required: Hard key

# people required: 1

Follow up:

Support ticket, no further action required
Add to Slack, tag maintenance (Hugo)

Use the hard key to enter the "Fire Pump" room on the Norfolk St side

On the right side of the room: Push and hold the red button until you hear the pump turn off (it will be quiet)

3. A tamper valve is turned, or water flow is detected in error. How do I correct this?

If there is a fire in the building, EVACUATE

The fire department will be called automatically.

For false alarms:

Location: Find floor & stairwell by viewing the graphic annunciator in the lobby

Equipment required: Wire cutter in tool bag

# people required: 1-2

Go to Stairwell (1 or 2). Using the wire cutters, cut off metal zip tie and turn valve clockwise until yellow paddle is aligned vertically in the center.

Alarm light should change from Red to Green

Follow up:

Support ticket, no further action required
Add to Slack, tag maintenance (Hugo)

4. A sprinkler is activated, how do I turn it off?

If there is a fire in the building, EVACUATE

The fire department will be called automatically.

For false alarms:

Location: Find floor & stairwell by viewing the graphic annunciator in the lobby

Equipment required: Wire cutter in tool bag

# people required: 1

Get maintenance bag (located on the 8th floor or Lobby IDF closet), which has pliers to cut metal zip ties.
Cut metal zip tie
Turn valve counterclockwise until yellow paddle is aligned horizontally and water stops discharging.

Follow up:

Support ticket, no further action required
Add to Slack, tag maintenance (Hugo)

5. How do I shut off the Fire Alarm system in the building? (False alarm, no fire)

Location: Find MPOE room in the basement level

Equipment required: hard key

# people required: 1

Follow up:

Support ticket, no further action required
Add to Slack, tag maintenance (Hugo)

***DO NOT RESET SYSTEM UNLESS TOLD TO. THIS WILL ERASE VITAL INFO ON THE ANNUNCIATOR***

press "Acknowledge"
press "system silence"
press "system reset" (once instructed to by the Fire Department)

6. Water is leaking in an apartment, how do I stop it?

Location: Kitchen area or bathroom; in cabinet below the sink

Equipment required: none

# people required: 1

Follow up:

Support ticket, no further action required
Add to Slack, tag maintenance (Hugo)

Kitchen sink leak

Locate source of the leak inside the unit
Turn both clockwise (to the right) to shut off water flow
Check if the water stops flowing
Exit the apartment
Report the problem on the Common App

Bathroom sink leak

If the water appears to continue discharging after shutting off the valves of suspected problem area, proceed to shut off building water system.

Location: inside affected unit: bathroom
Push panel in to release from lock
Locate two water pipes labeled "C" & "H"

3. Turn pipe valves clockwise so that they rest perpendicular to the pipe.

4. Confirm that water is no longer being discharged.

5. Exit the apartment, and notify the maintenance technician and leasing manager, as water has become temporarily unavailable in multiple units

7. The trash chute is clogged and overflowing, how do I fix it?

Location: Norfolk St

Equipment required: hard key

# people required: 1-2

Follow up:

Support ticket, no further action required
Add to Slack, tag maintenance (Hugo)

Locate clogged chute (Trash left, recycling right)

Be safe, be aware! To access recycling clog, open panel on the right side and remove any large cardboard or other obstructing the ram sensor.

To access trash clog, manually push refuse down and away from sensor.

To access trash clog: Grab a broom hanging on the wall on the right side and use the handle to push trapped trash down. Access this area by either climbing on top of trash container or pushing from hallway

A reset may be needed to resume automatic ram function. Locate master power panel in between trash and recycling chute

To run a test: turn to the right from "AUTO" to "HAND"

Turn second knob to REVERSE then push START.

This reverses the ram compactor to un-jam potential trash and re-push it in. If successful, reset the first knob to "AUTO" and push "START" again.

Follow up: If jam has not been resolved, Slack maintenance team

8. An intruder has entered the building, and I have encountered them. What do I do?

Call SFPD. 415.553.0123
If intruder is non-threatening, ask firmly for the individual to leave the building.
Be aware: if potentially in danger, put distance between yourself and the intruder but be vigilant of where they are in the building.

9. Homeless encampment/homeless person spotted, how do I report it?

If a homeless encampment has been spotted on or near the property on the 12th or Norfolk side:

Take a photo
(If safe to do so & if the person is awake/aware) Politely but firmly ask them to relocate as they are on private property
(If the owner of encampment is not present or it is dangerous to approach) Report to sf311.org

If a homeless person is passed out/sleeping against or on the property:

Safely attempt to wake the individual; if successful, ask them politely but firmly to leave (as they are on private company)
If the individual is unable to wake up, call the local police for assistance [415-553-0123]
Take note of the individual in the event that medial assistance is required

10. A member is locked out of the building and their apartment.

the onsite manager on call will be contacted by Common
If you do not have a red master key on you, locate a red master key on the 8th floor or lobby lock box. Access the lock boxes using key code 1993
Proceed to locate the member and assist them back into their unit

If the member notifies you that they have lost their keys...

send an urgent message to the leasing management team (as of Feb 2021, contact Jesus Chavarria: jesus.chavarria@common.com)
record basic contact info such as member's name, phone number and unit #
If not on call, alert manager on call for the day so that they can assist the member at the direction of the leasing manager.

11. A member is found smoking on the roof/garden or other building area, how do I address them?

Politely approach the member and remind them that the roof and building premises are smoking-free zones. If they wish to continue, they can do so on the sidewalk on either the 12th St or Norfolk side.
Note: first time reminders should be friendly but firm. If a member or multiple members become “frequent offenders”, submit a support ticket through the Common app.

12. What should I do if I see Amazon packages outside the Luxor lockers?

Note: Unless you’ve observed that a member is close by and has already claimed their package, the remaining items should be stored in a Luxor box.
At the Luxor screens, select the option “Carriers”
Once prompted, type in the building manager code “33312”
The screen will give the option to type in a member’s name or unit #; type in name listed on the package label
Select appropriate sized Luxor locker for the package
Place the package inside the locker then ensure it locks once closed. (the member will be notified via Luxor)

13. There is an issue with the washing/dryer machines. How do I report it?

open the WASH app on your device
Locate on the bottom of the screen the option "Service" and click on it

Scan barcode of problem machine located on the top of each washer and dryer (or enter machine #)
Press "enter" and fill out report with your name, phone number and email
Submit report and no further action is needed

14. Evoice Quick Guide for On-Site Managers*

Download Evoice app or visit https://www.evoice.com/login
Enter UserID: 4152954455
Enter Password: 33Security
Click "Call Routing" and then EDIT
1. Advanced Setting: Add name for certain days of the week or Edit pre-existing on-call schedule