What Do We Take Care Of

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For any maintenance emergencies, please call 844.395.3959.

What is considered a maintenance emergency? In general, any maintenance concern that impacts an essential service to you or the home. Please see details below.

As always, if conditions are life-threatening, call 911.

For non-emergency maintenance requests, please use the online FirstKey Maintenance System (FMS) .

Our goal is to respond to you about service requests within 24 hours. Holidays and weekends may affect response times; response time to your home is determined by the specific issue reported and may vary depending on unforeseen natural events. Please note that someone over the age of 18 must be home for work to be completed. And, although we love them, please remember to keep your pets away from service areas.

We’re committed to taking care of major service and maintenance issues outside of the items listed as resident responsibilities.

Emergencies

Please call 844.395.3959 right away for any of the below concerns. As always, if conditions are life-threatening, call 911. (Other things may qualify as an emergency, so we ask that you use your best judgment.)

For maintenance emergencies, we aim to have a technician visit your home within 12 hours of you reporting the concern to us, weather and other conditions permitting. Response time to your home is determined by the specific issue reported and may vary depending on unforeseen natural events.

Fire / Smoke / Sparks

  • For fire, call 911 immediately before reporting the issue to us.

Active flooding

  • Call 911 if conditions are life-threatening.

Home not secure

  • External doors, locks, windows broken or not functioning

Heating

  • Heating system not functioning, with inside temp 68 degrees F or below

Cooling

  • Cooling system not functioning, with inside temp 85 degrees F or above (please allow outdoor unit to defrost if any ice is present).

Broken pipe / Major plumbing leak

  • Not contained by a tub, sink, or toilet.

Sewage / Septic backup

  • Uncontained sewage/septic backup in the entire house (sewage is overflowing the rim of tub/sink/toilet).

Non-functioning well water system

  • Pump not working not related to power outage.

Clogged / Non-functioning toilet(s)

  • If there is only one toilet in the home, or all toilets are non-functioning, and you’re unable to clear the clog.

No water

  • No water in entire home/no hot water for over 12 hours (not related to municipal power outage).

Power failure

  • Complete power failure for over 12 hours within the home, causing blackout (not related to municipal power outage).

Gas Leak

  • Active gas leak, call 911, gas company.

Standard Maintenance

FirstKey Homes will handle major service and maintenance concerns that are not considered a resident responsibility, including the following.

Roof

  • Roof leaks, missing or damaged shingles due to storm damage.

Doors, Windows & Locks

  • Repair or replace exterior doors, windows and locks that are non-secure or non-functional (not as a result of vandalism or break-in).

HVAC (Heating & Cooling)

  • FirstKey Homes will maintain all system functionality (besides items listed in resident responsibilities).

Electrical Systems

  • Non-functioning switches and outlets (not as a result of GFCI reset).

Plumbing

  • Busted pipes (not as a result not winterizing home)
  • Water heater
  • Sink faucets or water supply
  • Clog in main sewer line caused by breakdown of line (covers foreign objects in the line, such as toys, dryer sheets, feminine products, contraceptives, wipes, etc.)
  • Toilet not functioning (Priority scheduling if home has only one toilet)
  • Any apparent discoloration (not paint or dirt stains) on walls or flooring larger than 3 feet in diameter

Resident Responsible-related chargebacks may apply

Appliances

  • Refrigerator
  • Over the range microwave
  • Oven or Stove
  • Washer & Dryer (if provided by FirstKey Homes)
  • Dishwasher
  • Garbage disposal

Structural Components

  • Including structural storm/fire damage, deck damage, sub-floor damage and foundation leaks, siding, ceiling.

Pest control

  • To address risk to structural integrity of the house, specifically termites and carpenter ants.

Landscaping

  • Fallen trees that have damaged the house
  • Removal of tree limbs over 8 feet of the ground that are in contact with the house

Fence

  • Repair of existing fencing due to storm damage.

Pool

  • FirstKey Homes provides regular pool maintenance. A pool maintenance subscription fee will be charged in addition to rent.

Disclaimer

If an issue related to one of the above FirstKey Homes responsibilities resulted from resident neglect/misuse/etc. (such as a toilet not working due to resident placing foreign objects in the toilet), resident may be responsible for repair charge. If a technician or service provider is dispatched to address an issue found to be a resident responsibility, it may result in a chargeback to your account (e.g., repair fees, “trip fee,” etc.).

For maintenance emergencies, we aim to have a technician visit your home within 12 hours of you reporting the concern to us, weather and other conditions permitting. Response time to your home is determined by the specific issue reported and may vary depending on unforeseen natural events.

The information provided here is for reference and illustrative purposes only; this information does not modify your Lease Agreement or alter your obligations per your Lease Agreement. You should consult your own Lease Agreement for specific terms and responsibilities regarding maintenance. This information does not extend or limit any warranties made per your Lease Agreement or as required by any law.

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