Partnering with FirstKey Homes - Service Provider Guide

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FirstKey Homes would like to thank you for becoming a “best in the business” service provider. Our preferred vendor team is made up of talented professional contractors who complete work orders for our residents and create fantastic homes for future residents to enjoy.

We want to start you off right, from becoming a preferred approved service provider to the market being notified that you are ready to work. The attached guide contains helpful links to training materials, a team contact list, vendor programs, and partnerships. You can download a copy of the FirstKey Homes Service Provider guide below.

About Us

FirstKey Homes would like to thank you for becoming a “best in the business” service provider partner. Our preferred service provider team is made up of talented professional contractors who complete work orders for our residents and create fantastic homes for future residents to enjoy.

We want to start you off right, from becoming a preferred approved service provider to the market being notified that you are ready to work. This guide contains helpful links to training materials, a team contact list, service provider programs and partnerships. Please save this document!

FirstKey Homes owns and operates in numerous markets across the country, with over 52,000 single-family homes and counting!

Our markets include Atlanta, Birmingham, Charlotte, Raleigh, Columbus (Ohio), Cincinnati, Chicago, Indianapolis, St. Louis, Jacksonville, Orlando, Tampa, Sarasota, Miami, Nashville, Memphis, Dallas, San Antonio, Houston, Phoenix, Tucson, Las Vegas, Denver and Colorado Springs – and more may be on the way!

FirstKey Homes Standard Practices

As an extension of FirstKey Homes and as an important partner, we expect you to be professional to residents, neighbors, other service providers, FirstKey Homes team members and any other party you meet while working on-site.

Our basic service standards include:

  • No smoking on work site

  • No loud or offensive music on premises

  • Absolutely no drug or alcohol use in or around the home

  • Cleaning up job site when done with project or done for the day

  • Provide updates on work – communicate with FirstKey Homes teams whenever possible!

    NOTE: For more specific details regarding our partnership, please refer to your service agreement located in VendorCafe

The Basics

FirstKey Homes completes three main types of work: maintenance, turns and renovations.

Maintenance covers work orders created by residents in our homes through our online portal or by phone.

Turns include work completed once a resident moves out of our home and a new resident is expected to move in. We need homes in tip-top shape for our residents to move into and enjoy.

Renovations are needed when our acquisitions teams purchase a new home to add to our portfolio. These are usually higher scopes depending on the conditions of the home.

Maintenance Overview

If you complete maintenance work orders (occupied homes), we use an online platform called FacilGo – which you would have been trained on during onboarding. FacilGo is a single channel for you to receive work from FirstKey Homes, communicate through Supplier Messaging, track resident contact, and submit quotes and invoices.

There’s a FacilGo mobile app too!

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Please click here with any questions and for training on how to use the FacilGo platform: FacilGo Training Guide.

Need a refresher on FacilGo training or want to start completing maintenance jobs? Contact:

FirstKey Homes strives to deliver outstanding service to our residents, from the time they submit a work order through the work order being completed. Once you receive a work order assigned to you through FacilGo, please reach out to the resident to schedule a time for the work to be completed. Remember that you are a direct extension of FirstKey Homes, so it’s imperative for you to be kind, courteous and professional.

Our residents receive a survey upon completion of a work order. The metrics and feedback we receive are used for our service provider performance scorecard. Achieving the highest satisfaction rating should be a priority for all service providers.

Please communicate with us as often as possible through FacilGo so we are always informed of any status updates. 

Working on Unoccupied Homes – A Turn or Renovation?

First, we create an award contract or scope in our internal construction app and then send you an email. Our Construction Superintendent for that market will contact you and set up an initial walk-through or review of the bid on site or on a live call. Any other contractors that are assigned to the job will be in the award email. It will be your responsibility to contact the other trades assigned to this award to coordinate install dates or other key items to complete the work in a timely manner. You will then reach out to the Construction Coordinator who is on the original award email and notify them of the final QC walk. If you have a change order to submit to FirstKey Homes, please respond to the award email with photos documenting the requested item and then await the Construction Manager approval.

Our Construction Superintendent will meet you on site to review with you and make sure all is completed to our standards. The Construction Superintendent will mark the job complete in our internal construction app. If you need to return to the property to complete warranty work, the home may be occupied at this time. Please stay professional and courteous to our residents.

Meet the Team

Throughout this partnership as a preferred service provider with FirstKey Homes, there are many local market team members you will be in contact with. Their roles and responsibilities are below so you can become accustomed to acronyms we use. Here are just a few:

Maintenance Leaders

Service Manager (SM)
Service Managers oversee the maintenance requests that are sent to us by the resident through our online portal. They are responsible for assigning work to our internal technicians and to our service providers. They oversee the performance of the work being completed in our occupied homes

Regional Service Manager (RSM)
The Regional Service Manager will oversee Service Managers to ensure maintenance requests are fulfilled according to company standards in their assigned FirstKey Homes region, which spans across markets in multiple states. This leader will provide guidance and support, address complex escalated issues, ensure key performance metrics are met, reinforce compliance standards, and manage workforce planning and performance.

National Director of Maintenance
The National Director of Maintenance oversees all FirstKey Homes maintenance services initiatives. This leader will ensure that daily operations and service provider services meet company standards.

Turns and Renovation Leaders

Construction Coordinator
The Construction Coordinator is primarily responsible for supporting all construction functions and local market staff. They are responsible for the coordination of inspections, creation of contracts, procuring materials and communicating with all business unit partners.

Construction Superintendent
The Construction Superintendent is responsible for inspections, estimates, and construction project management of new residential rental home purchases and homes recently vacated/in the turn process.

Construction Manager
The Construction Manager oversees all aspects of property renovations and turnover in their assigned region. They direct local markets to ensure proper implementation and reinforcement of established policies and procedures. The Construction Manager consistently monitors key performance indicators, analyzes trends and identifies solutions to enhance organizational operations. They will assist with training and developing team members and support the goals of FirstKey Homes and the Sr. Director of Construction. They ensure projects and personnel meet or exceed all FirstKey Homes standards of scheduling, budgeting and quality.

Vendor Management Team
This team is responsible for onboarding, platform training and assisting with anything service provider-related. They are responsible for being the liaison between the service providers and the markets.

Need help with something? Email Vendor Management – they’re happy to help!

Manufacturer and Supplier Programs

Goodman Manufacturing

We have a nationwide pricing and warranty program with Goodman Manufacturing for our HVAC replacements. If you’re an HVAC service provider, Goodman/SIBI are your main points of contact for any questions.

Program Contacts
Goodman/SIBI Support:

PPG Paint Program

We’ve standardized the Paint/Color in our homes. If you complete paint work for us, you will be required to purchase your materials through the PPG program. A representative will reach out to you with details, or you can contact them.

For more information on the PPG visit our Help Center article: PPG Paint Program

Program Contacts
PPG Paint National Account Rep – Raymond Khan: or 813.326.3710


FirstKey Homes has partnered with Beacon Building Products – a national distributor of GAF and Owens Corning (OC) roofing products, with over 450 locations in all 50 states – to provide high-quality roofing products as standard for all our homes. FirstKey Homes has specific colors and types of shingles that we use on our homes.

For more information on the Roofing program, visit our Help Center article: Roofing Program

Program Contacts
Roofing Program Leadership:


FirstKey Homes has partnerships with both Shaw Carpets and MSI Hard Surfaces for flooring. Shaw, MSI and FirstKey Homes have collaborated on a selection of high-quality products and appealing colors that are required to be used in all homes. Adhering to the established flooring specification, this will allow us to streamline our processes and ensure the quality of all FirstKey Homes projects.

Program Contacts
Product Services:

Diversity and Inclusion

FirstKey Homes offers more than just a place to live; we proudly serve our family of residents who make our homes their own. We have also established a Diversity, Equity & Inclusion (DEI) Council to help shape, guide and oversee the implementation of our company's long-term DEI strategy, which includes supplier diversity. This small, senior-level council that our CEO chairs is comprised of a diverse group of leaders from across the functions and geography at FirstKey Homes.

As real estate owners and operators, we understand our impact and responsibility to our residents and local communities, and we know that our supplier partners can share our commitment to social responsibility.

FirstKey Homes is committed to expanding our supplier diversity program. We believe that an investment and focus in furthering this program, in partnership with our DEI Council, will help our company continue to build a successful and inclusive workplace culture and community within our service provider partnership.

If you are in a minority business class, please make sure you select this in the business class field in your VendorCafe dashboard and upload any documentation you may have in order to be verified by VendorShield.


Turns and Renovations (Contracts)

    • Please log into your VendorCafe dashboard.

    • Click on Q&A > Help > FAQ >

Here you will find more information and steps to submit an invoice.

Have questions about invoicing for Maintenance (FacilGo) invoices? Please see the FacilGo Training Guide.

Who to Contact With Questions

Market Team

  • Pricing
  • Scheduling
  • Invoice questions
  • Vendor Management

Vendor Management

  • Onboarding questions 

  • VendorCafe and compliance questions

  • Training assistance with FacilGo

  • Any other items you need assistance with and are unsure of who to contact

VendorCafe Technical Support

FacilGo Support

  • Adding service areas
  • Facilgo bug issues

Thank you

FirstKey Homes is grateful for the time you have spent onboarding to become a preferred service provider. Please do not hesitate to reach out to your market leaders or the vendor management team for support.

Vendor management:

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