Frequently Asked Questions (FAQ)

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Important Notice: CDC Eviction Order and Declaration

Due to COVID-19, you may have certain rights or protections under the CDC Eviction Order issued September 4, 2020 or under state executive orders or local municipal ordinances with respect to the CDC Eviction Order and state or local laws. If you qualify for protections, please submit the attached CDC Declaration; only one declaration for each household is required.

You may mail the CDC Declaration to the below address; email a copy to; or submit it via our Online Help Center (choose Resident Account from the dropdown menu and include as an attachment). Please be sure to provide your name and address.

FirstKey Homes, LLC
Attn: CDC Declaration
1850 Parkway Place, Suite 900
Marietta, GA 30067

You can find complete details as well as the CDC’s declaration form at For additional help or information, please call the CDC at 800-232-4636.

Frequently Asked Questions 

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 request 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 online via FirstKey Maintenance System. Call 844.395.3959 for emergency maintenance concerns 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. Please do not submit emergency maintenance requests online via FirstKey Maintenance System (FMS). (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?

A. Maintenance emergencies include:

*1) fire, 2) active flood, 3) home not secure (external doors, locks, windows broken or not functioning), 4) gas leak, 5) No heat (inside temp. below 68 degrees F),
6) HVAC not cooling (inside temp. above 85 degrees F), 7) Uncontained sewage backup, 8) Structural damage (roof, wall, subfloor, stairway collapsed/falling), 9) other life or safety events

If conditions are life-threatening, call 911. Otherwise, PLEASE CALL 844.395.3959; do not submit emergency maintenance requests online.

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