Highland Woods' Residents Return Postponed to September
WILLIAMSTOWN, Mass. — Six months after a sprinkler malfunction forced the evacuation of some residents from the Highland Woods apartments, more than a dozen residents continue to be housed in a South County hotel.
A representative from property manager Hearthway Inc. said this week that the affected units should be ready by the end of September — about a month behind the timeline that Hearthway projected to residents just after the evacuation.
"By March, we knew it was going to take until the end of August," said Kristin Coyne, Hearthway's director of portfolio operations. "That's what's been projected with all of our residents, relocated or otherwise.
"What our general contractor is saying [now] is the end of September. We're hopeful it will be before that. Obviously, we've had to extend it once and don't want to say mid-September and have it go until the end of the month. We want to get people back home as quickly as possible.
"We're telling people we're hopeful it will be earlier."
Last week, Coyne had the unpleasant task of telling residents that the restoration project would extend beyond the end of August.
"I found out last Monday and immediately told them that day," she said. "It was not something I wanted to do. I really felt horrible. I do not want them to be [in a hotel] any longer than they have to be. We're pushing to make sure this is done as quickly as possible, while obviously creating a safe environment."
Coyne said it was apparent shortly after the February incident that getting the 14 damaged units back online would be a complicated process.
"It's a significant amount of work involving multiple disciplines — our general contractor, electricians, flooring, plumbing, all the inspections, the town inspections and insurance," she said. "That's the basic gist of why it's taking so long. I don't think it could have been done any faster.
"We've been working literally every day and on weekends. Any delays that happened were due to delays in inspections or materials or changes in staff."
Coyne said she is not an expert in acquiring the materials needed for the repairs, but she could say that supply chain challenges are not unique to the Highland Woods restoration.
"It's always the case right now with literally everything we do," she said. "Sometimes it's a week, sometimes it's more. I don't want to speak out of school, but, from my perspective, it's being reported to me across our portfolio. There is a significant time that we wait for things."
The displaced residents are waiting out that time one hour south of the income-restricted senior housing project because that was where Hearthway could find the best temporary solution to replicate the lifestyle they enjoy at Highland Woods.
"We accommodated them in the hotel we did because it has kitchenettes," Coyne said. "We know it's a distance. It's in Lee. But, unfortunately, in this area, not many hotels could offer apartment living for this amount of time.
"I understand the distance. We're doing what we can to make sure they're not isolated down there. Overall, they just want to come home and want to get it done. I agree with the sentiment."
Most of the displaced residents have cars, and Hearthway has reimbursed mileage for travel north for medical appointments. The agency also has connected residents with services like the CRT Cabulance.
And Coyne has maintained a physical connection by holding weekly meetings at the Lee hotel and monthly luncheons.
"I email them at least once a week with an update," she said. "They want to come home, and I don't blame them.
"You talk to the majority of them, and they're not upset with us, per se, but they're upset with the situation. The residents have been extremely patient. They're getting through this with a courtesy not many people would have. It's an amazing group, and this is a very challenging time."
That said, some of the displaced residents have been more upset than others.
"At least one resident is very distraught," Coyne said. "And I respect her a great deal and respect that she has a background in some type of property management. I wish she could see how much we're doing to support the residents. Sometimes things can't be changed. None of us wanted this to happen.
"Everyone wants someone to blame, and that's human nature. I can't get into specifics, but this is something Hearthway couldn't have avoided. Highland Woods couldn't have avoided. … We are doing everything we can proactively to make sure it doesn't happen again."
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