Customer experience has always been at the heart of how we do business. So, when the CDC announced their social distancing recommendations last month, we immediately paused all non-emergency work order (a.k.a service requests) to do our part in slowing the spread of COVID. While we still completed emergency maintenance requests, we knew we had to find a more sustainable solution because we believe maintaining a sense of home is essential, especially now.
So, we reviewed our most frequent, non-emergency work order requests from residents across our communities and found our best candidates for DIY solutions. Like, how to:
- Unclog a disposal
- Clear an amenity sink drain
- Replace an AC filter
- Diagnose a running toilet
- Replace a lightbulb
We realized many of these projects could be completed with the right supplies and a little guidance. To best serve you in keeping your home a comfortable place to shelter, we created a simple process for completing work orders through our Home Comes First Resident Program. Watch this introductory video and read on for full details on our all-new DIY Work Orders:
Here’s how it works:
Should you have a qualifying workorder, you can:
Option 1: Watch an instructional video:
For those comfortable, you can access a step-by-step instructional video for completing your work order start to finish. (We'll drop all necessary supplies at your door!)
Option 2: FaceTime OR ZOOM with an onsite Maintenance Associate
You can schedule an appointment with an associate from our maintenance team to walk you through the process step-by-step. This option allows you to have someone there ensuring the work is completed correctly each step of the way. (And we'll still drop all necessary supplies at your door!)
Option 3: Wait for our typical Full-Service approach
If your pending work order is not causing any inconvenience and you prefer to wait until we are back to business as usual, that is fine too! We will be completing all work orders in the order they were received as soon as it is safe to do so.
If you currently have a pending work order, your onsite staff will be reaching out with additional details in the coming days to discuss your options. In the meantime, please reach out to your onsite staff with any questions you may have.
As we continue to navigate these unprecedented times, we’re assured knowing we’re in this, and better, together.