Resident Resources

How can we help?

Community Guidelines & Resources

Where can I find the rules and regulations for my community?

The Resident Guide outlines the community guidelines for Soaring Heights Communities.

How do I contact Soaring Heights?

The Welcome Home Center can be reached at 575-479-1175. It is located at 2800 Alamogordo Blvd. Holloman AFB, NM 88330.

Are pets allowed?

Yes, we gladly welcome four-legged family members at Soaring Heights Communities Please see the Animal Addendum for more information about our pet policy and information about restricted breeds. 

Are there any special safety features or tips about my home or community I should know about?

We have put together a short video highlighting fire, child, water, and neighborhood safety.
Click Here to watch the video

Am I allowed to run a business from my home?

Please contact the Welcome Home Center at 575-479-1175 for procedures on receiving approval for commercial enterprises.

Are guests allowed to stay with me?

Guests are welcome to stay with a resident for less than 30-days without written notification. If a guest will be staying for longer than 30-days please contact the Welcome Home Center at 575-479-1175 to get the required approval.

What are the child supervision guidelines for Holloman AFB?

Please click here to access the child supervision guidelines.

Community Events and Activities

Check out our Community Announcements page or Facebook Events page to see all the fun events and activities happening in your community!

Maintenance

How do I report a maintenance issue?

If you are experiencing a maintenance issue in your home, contact the Maintenance Solution Center (MSC) at (575) 479-1127 as soon as possible. For routine service requests, you may also submit your maintenance request online

With the MSC, you can expect: 

  • Upgraded call handling and customer experience
  • US-based representatives with strong facilities knowledge
  • New call back feature offered to avoid wait times
  • Appointment notifications and reminders
  • Superior response and specialized technician assignments
Our experienced customer service agents are available for 14-hours each weekday to assist you with routine, urgent and emergency service requests. When a request occurs on a weekend or after hours, your MSC call will be handled by an automated after-hours service that puts you in direct contact with the technician who will be responding to your urgent or emergency request. Click here for more information on the MSC. 

Don’t forget to download the RentCafé Resident App and enable notifications to receive an alert when the maintenance technician is on their way to your home!

Are any items available for pick-up by residents?

We are pleased to offer residents a convenient self-help option for a number of replacement items for your home. The following items are available for pickup at the community office during normal business hours:

  • Air filters
  • Ice trays
  • Sink aerators
  • Sink baskets
  • Blind slats (first 5 are free)
  • Toilet plungers
  • Door stops

Home Alterations

How do I submit requests to alter my home?

Soaring Heights Communities does allow limited modifications within the homes.
 
For more information on the approved colors for paint modifications, review our paint request form. If you are interested in installing a satellite dish, please refer to your lease agreement. If you are interested in installing a fence, the fence request and dig permit forms can be found here. If you are interested in installing a water softener, please complete the water softener request form. For other modification requests, please review and submit the home improvement request form.

Refuse, Recycle Landscaping

When can I expect the trash and recycling to be picked up?

Trash and Recycling Schedule

When are front yards landscaped?

Landscaping Schedule

Utilities

Where can I learn more about the Air Force Mandated Utilities Allowance Program?

To reduce energy consumption nationwide, the DOD (Department of Defense) established a utility conservation policy (Public Law 104-106, 110 St, 186 Section 2801) that holds service members and their families responsible for their utility usage. Privatized military communities across all branches of service are also required to follow the DOD policy.

After more than a decade of experience, the Air Force modified the Utility Allowance (UA) Program to more accurately capture utility costs and usage, while offering a financial incentive to Service Members and families who conserve electricity.

We appreciate that with any new initiative, there will be questions. To better understand the program, click here to review the Air Force Question and Answers for Residents Utility Allowance Policy Change. This document outlines the program, as well as the most frequently asked questions.

The intent of the UA Program is to heighten awareness and promote energy conservation. Through it, Soaring Heights residents can become good stewards of our environment. If you have any questions, please call the Soaring Heights Welcome Home Center 575.479.1175.

Departing Residents

I'm moving. What now?

Our goal is to make your move as smooth and stress-free as possible. Check out our Resources for Departing Residents page for important information and details on the move-out process.

Common Questions

Is renter's insurance mandatory?

Although it's not required, we highly encourage residents to have personal renter's insurance.  For a list of renter’s insurance providers, click here.

Does Soaring Heights Communities have a program to assist spouses when Airmen are deployed?

Yes, we offer a monthly lawn mowing service. Contact your community office with any questions. We're here to help!

Provide Feedback

Tell us how we're doing!

Our team is committed to providing you with great customer service and community programs. Feedback you provide through SatisFacts surveys help us make improvements that are important to you. Click here to provide us with feedback about services received from our leasing, maintenance, and community teams. We also encourage you to share your ideas and suggestions to improve services and enhance community activities and programs.

Tenant Bill of Rights / Tenant Responsibilities

Click here to view a copy of the Tenant Bill of Rights.
Click here to view a copy of the Tenant Responsibilities. 

Resident Advocate

Resident Advocate

Every Air Force Base with privatized housing has a Resident Advocate. The Resident Advocate assists military members and their families residing in privatized housing in developing solutions to unresolved problems, concerns and needs. They will provide consultation on landlord/tenant disputes and take a proactive approach to ensure the concerns of military members and their families regarding privatized housing are addressed and elevated to the appropriate levels within the chain of command.

Privatized Housing Resident Advocate, Holloman AFB
DSN 572-1904

Dispute Resolution Process

What is the process to escalate a concern related to my home or community?


Informal Dispute Resolution Process – All Residents
Soaring Heights Communities takes resident concerns very seriously and desires to address and resolve any issues in a timely manner to the satisfaction of all parties involved. Click here to view a copy of our informal dispute resolution process as well as key points of contact available to assist you with your concerns.

Formal Dispute Resolution Process – Active Duty Residents
Our vision is to provide outstanding communities where military families live, work, and thrive. If you do not feel your concerns have been effectively addressed in a timely manner through the informal dispute resolution process above, a formal dispute resolution process which involves the Military Housing Office and the Installation Command has been outlined in Schedule 3 of the NDAA Universal Lease for Active Duty residents. To view the details of this program available for you or to begin the process, click here.

Click here to view the Department of The Air Force SAF/IEI Guidance for the Universal Lease and Dispute Resolution Process for Privatized Military Housing. This memo outlines the detailed process for Air Force locations.

We are committed to providing an exceptional resident experience while you call Soaring Heights Communities home. Please reach out to your community office with any questions or to escalate a concern related to your home or community.