Our Commitment to Your Well-being
Updated April 21, 2020
Our highest priority is the health and well-being of our residents and team members. Our thoughts are with those impacted by the Coronavirus/COVID-19 pandemic, and we’re taking proactive steps to address the situation.
We understand the concern and uncertainty you may be experiencing and are committed to being responsive to the needs of our residents and team members as we navigate this dynamic situation.
Our teams have been monitoring the situation closely and are taking the following precautions recommended by the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) to keep our residents and employees safe:
- To help reduce community spread through social distancing as recommended by health officials, we are only going to fulfill emergency/urgent work orders until further notice. See examples of emergency/work orders below.
- If you have an emergency or urgent request, please call us at 1.844.395.3959 and follow the prompts; press 2 for “Existing Residents” then press 1 for “Maintenance Requests.” So that we can continue our standard practice of immediately addressing your emergency/urgent service needs, please do not submit emergency work orders online.
- Non-emergency maintenance visits have been temporarily postponed. You can continue to submit these requests by calling 1.844.395.3959, but know that we won’t be able to schedule these visits at this time.
- For emergency/urgent work orders, we have equipped maintenance teams with gloves, disinfecting wipes and masks as an extra precaution for your (and their) protection. We will ask you a few questions about your health and any exposure to COVID-19.
- To comply with social distancing recommendations, we have closed some of our offices temporarily. Associates will be available by phone or email during scheduled business hours.
What is an Emergency?
Emergencies include fire, active flood, interior uncontained sewage, security issue and immediate life/safety events.
What is an Urgent Issue?
Urgent issues are problems that impact bare minimum living conditions and compromise life or safety. Examples include:
- The heating system is not functioning causing the temperature to drop to 55 degrees or below inside the home when it is cold outside.
- The cooling system is not functioning causing the temperature to rise above 82 degrees inside the home when the daytime high temperature is over 90 degrees.
- No hot water (not related to municipal utility outage).
- No working toilet (if that’s the only toilet in the house).
- No power (not related to municipal power outage).
- Non-working stove or refrigerator.
Steps to Stay Healthy
As we do our part to make wellness a priority, we encourage you to take notice of measures from the CDC for preventing or spreading the virus.
We’ve also compiled a list of helpful tips and resources for staying healthy at home and how we can all work together to prevent the spread of COVID-19.
What is Coronavirus (COVID-19)?
Frequently Asked Questions about COVID-19
Handwashing: Keeping Your Family Healthy
Resources for Kids (and Parents)
Below are tips and activities for kids to help you get through the day.
FirstKey Homes has created an activity book for families to enjoy together
Supporting At-Home Children