Maintenance Guidelines

Emergency & Non-Emergency

Maintenance Request Procedures and Guidelines

FirstKey Homes wants to ensure that all maintenance items are dealt with as quickly as possible. It is our policy to respond to maintenance concerns in the order they are brought to our attention, with priority status given to emergencies. In order to allow us to better serve your needs, we have created a set of guidelines that we ask you follow when reporting maintenance concerns.

What is a maintenance emergency?:+

In general, a maintenance emergency is any maintenance item that causes an immediate or substantial threat of harm to person or property.

Maintenance emergencies should be reported immediately by contacting your property management office. Click here for your property management contact information.

As it is not always easy to determine if a maintenance item reaches the level of an emergency, we have created the following guidelines to assist you. Of course the list below is not exhaustive and we ask that you use your best judgment when contacting us about a maintenance issue.

Clogged Toilet:+

This is an emergency only when the clogged toilet is the only toilet in the home and you have made every effort to clear the stoppage. Upon submitting your maintenance request, turn off the water valve behind the toilet to prevent further overflow or flooding.

Broken Pipe:+

This will always be considered a maintenance emergency. Turn off the water valve that is associated with the broken pipe or the exterior water main until our maintenance professional arrives. Do everything within your reasonable power to contain the leak to prevent flood damage.

No Hot Water:+

This constitutes an emergency only if there has been no hot water for a period greater than 12 hours.

No Heat:+

If the temperature outside is less than, or is to be less than, 55 degrees, please treat no heat as an emergency. Otherwise, no heat calls will be dealt with during normal business hours. Before reporting this as an emergency, please check all fuses and circuit breakers.

No Air Conditioning:+

If the temperature outside is greater than, or is to be greater than, 90 degrees, please treat this as an emergency. Otherwise, no air conditioning calls will be dealt with during normal business hours.

Gas Odor:+

The smell of gas should be treated as an emergency. If you suspect a gas leak, turn off any gas sources and objects (appliances or mechanicals). The shut-off handle can be found on the supply line, which is generally located behind the appliance. Please make sure to contact your gas provider immediately and submit the concern to us thereafter.

Broken Doorknob, Lock or Window:+

Your safety is our highest priority. If a broken doorknob, lock or window prevents you from securing your property, please treat such a situation as an emergency. If a temporary measure can be taken until normal business hours, please take such measures and contact us during business hours.


FirstKey Homes is not responsible for furnishing keys to residents who have locked themselves out of their home. This will not be considered an emergency. It is the resident’s responsibility and obligation to call a locksmith to replace the locks and to ensure that we are given a copy of the new key.

No Electricity:+

In the event that power is lost in the entire home, you should take the following actions:

  1. Check with your local provider to confirm that there is not an area-wide disruption
  2. Evaluate the circuit breaker and fuses, and reset
  3. Contact us immediately if neither of the above fixes the problem

Partial electrical outages do not constitute an emergency, and will be addressed in a timely manner during normal business hours.

If an outlet begins to smoke or it smells like something is burning, turn off the circuit breaker and contact us immediately. Leave the circuit breaker off until our maintenance professional arrives.

Miscellaneous Items:+

In general, the following items do not constitute a maintenance emergency:

  • Appliances not working
  • Clogged garbage disposal
  • Roof leaks (steps should be taken to minimize damage and loss)

Missed Appointments and Neglect+

Residents are responsible for any repairs found to have been caused by a resident’s misuse or neglect. Residents will also be held responsible for any service call appointment for which the resident fails to show.

Please note that residents are responsible for personal items. It is your responsibility to remove items from problem areas or areas around which a technician will be working. FirstKey Homes and our maintenance professionals will not be held responsible for items damaged as a result of a maintenance issue or in the repair thereof.

Although your request may constitute an emergency, FirstKey Homes reserve the right to postpone or reschedule repair due to acts of God, forces of nature, emergency closures for safety or any other acts beyond our control.


FirstKey Homes is a licensed real estate broker in each state in which it operates. FirstKey Homes does business in Florida, Georgia, Indiana, Kansas and Tennessee as FirstKey Homes, LLC. FirstKey Homes does business in Illinois as FirstKey Homes of Illinois, LLC and in Missouri as FirstKey Homes of Delaware, LLC.

Georgia: 770-726-0204
Florida: 800-517-0588
Illinois: 630-634-5041
Indiana: 317-762-6650
Kansas City, MO: 816-523-1448
St. Louis, MO: 314-665-1932
Tennessee: 901-614-0630

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All Rights Reserved.

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