Frequently Asked Questions (FAQ)

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We understand the concern and uncertainty you may be experiencing and are committed to being responsive to the needs of our residents as we navigate this dynamic situation.

We've provided answers to some frequently asked questions below:

Q: What maintenance requests are you taking at this time?

A: We are now fulfilling all service requests categories including emergency, urgent and non-urgent. We continue to prioritize emergency and urgent service requests and are completing non-urgent work orders in the order they were received.

Please submit service requests via the Resident Portal, FKH Mobile app or call 844.395.3959 for emergency work orders so our team can assist you in a timely manner. (As always, if conditions are life-threatening, call 911.)

Q: What if I have a maintenance emergency?

A: Please call 844.395.3959 so our team can assist you in a timely manner. So that we can serve you most efficiently, please do not submit emergency or urgent work requests via the online Resident Portal or mobile app at this time. (As always, if conditions are life-threatening, call 911.)

Q: I've called several times and can't get through to a representative.

A: We apologize for your inconvenience, as we're experiencing a large number of calls. Click the "Submit a request" link to submit a question or comment; our support staff will address your concerns as soon as possible. Thank you for your patience and understanding.

Q: What is going to happen to my non-urgent work orders?

A: If you already have a non-urgent work order submitted, a FirstKey Homes team member will be contacting you to determine maintenance service options specific to your request and needs. These service requests are being completed in the order they were received.

Please call us at 844.395.3959 if you'd like to cancel any pending service requests.

Q. What is considered a maintenance emergency or urgent maintenance request?

A. Please consult the Emergency Issues list in the "What We Take Care Of" section at https://www.firstkeyhomes.com/current-residents/.

Urgent requests include heating/cooling systems not functioning (please refer to the above link for temperature requirements), no hot water (unrelated to municipal utility outages), toilet not functioning (if only one toilet in the home), no power (unrelated to municipal power outages), refrigerator not functioning, stove/oven not functioning.

If you feel you have a maintenance emergency or urgent work order to report, please call 844.395.3959 so our team can assist you in a timely manner. (As always, if conditions are life-threatening, call 911.)

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