Resident Guide. Unlock More

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1 Resident Guide 1

2 Make Yourself at Home Welcome...2 About FirstKey Homes...4 Playtime Resident Services...6 Payment Options...8 Home Care & Maintenance...10 Responsibilities...14 Maintenance Emergencies...16 Safety Reminders...19 Renters Insurance & HOA...21 Renewal Options...22 Our Promise...28 CONTACT US Maintenance Support National Renewal Team Payment Processing Center Resident Services FirstKeyHomes.com Welcome 1

3 Welcome to FirstKey Homes Rise and Shine Welcome! You re now a member of the FirstKey Homes family. The home you re currently renting has been acquired by FirstKey Homes, so we re now your new property manager. We re committed to making this transition as smooth as possible for you. This guide will help you learn more about us and our policies. Our Resident Services Team will be reaching out to you soon to answer any questions you may have and hopefully to learn more about you, our valued resident. Please note that your current lease will not be affected. As the end of your lease term approaches, we will be in touch about your renewal options. Again, welcome to the FirstKey Homes family. We re here to help you unlock more from your rental home experience. Please let us know how we can help! 2 Welcome FirstKeyHomes.com FirstKeyHomes.com Welcome 3

4 About FirstKey Homes FirstKey Homes is a leading investment and operating company that acquires, renovates and manages single-family rental homes nationwide. Based on our company mission to improve the quality of living for renters across America we are committed to serving our residents and the communities in which they live. For more information, please see FirstKeyHomes.com. HELPFUL INFORMATION FOR YOU Rent is due on the 1st If you need assistance creating an account on the resident portal, call Resident Services at If you have questions about your lease or renewal, call the Renewal Team at In the event you have a maintenance emergency, please contact us at For help making a payment, call the Payment Processing Center at (Fees may apply for this service) Dance Lessons 4 Welcome FirstKeyHomes.com FirstKeyHomes.com Welcome 5

5 Puppy Love Resident Services After you move in, we re still here for you whenever you need us. And it s not just lip service. We strive to help you whenever you need it. We make things easy with multiple ways to pay, make service requests and to get in touch with us. I have been with FirstKey Homes for three years now and absolutely love them. Any issues that you have are quickly taken care of. I would highly recommend them to anyone. - Tammara G. 6 Resident Services FirstKeyHomes.com FirstKeyHomes.com Resident Services 7

6 Payment Options Resident Portal ACH/Check payment FirstKeyHomes.com/pay-my-rent Debit Card/Credit Card (Fees apply) Text-To-Pay WIP Cash Payments Make cash payments with this walk-in-payment service - available through Walmart and participating grocers. Ask your local management office for a WIPS card. High Scores Phone Payment (Fees apply) Call Pay-in-Person or Mail Swing by the local property management office to pay your rent or mail to the address below: Address for rent payment is: FirstKey Homes PO Box 6609 Marietta, GA Resident Services FirstKeyHomes.com FirstKeyHomes.com Resident Services 9

7 Backyard BBQs Home Care & Maintenance Anywhere you live, repairs and maintenance are just a fact of life. But fortunately, FirstKey Homes is responsible for all the major issues, like problems with the HVAC system and major appliances. If something big needs attention, simply contact us. We re always just a call or click away. FirstKey Homes is a great company to rent from! Problems fixed in 2 days. Just go online and put in your request and they are on it. They don t bother or harass you. I love this company. - Nic W. 10 Home Care FirstKeyHomes.com FirstKeyHomes.com Home Care 11

8 Let s Get It Fixed We take care of routine service requests from 9-6 PM. 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. Kitchen Disasters Big Problems, Fast Solutions Have an emergency? Don t worry, we re up when you are. Our emergency maintenance team is on standby 24-hours a day. WHAT WE HANDLE Structural soundness of the premises including Roof Foundation HVAC: Air Conditioning and Heat Electrical Extensive plumbing repairs Water Heater Appliances Refrigerator Stove Dishwasher Microwave Disposal Pool 12 Home Care FirstKeyHomes.com FirstKeyHomes.com Home Care 13

9 What You Handle You ll be responsible for some minor repairs and maintenance, but mainly small things like replacing light bulbs and unclogging drains. (Hey, you ve got this!) And even for small problems, feel free to contact us to help you troubleshoot the problem or check out our online video tutorials that will walk you through a variety of simple repairs. RESIDENT RESPONSIBILITIES Air Conditioning Change air filters every days Batteries Replace batteries in thermostat, smoke detectors, carbon monoxide detectors, ceiling fan, garage opener remotes, etc Electrical and Lighting Replace all light bulbs and fluorescent tubes General Upkeep Maintain premises in good state Removal of snow, ice, and any standing water from entryways, sideways, walkways and driveways Keep all gutters and downspouts clean and free of silt, leaves or other deposits Remove all garbage, rubbish, & debris from premises Repair damages to the premises due to vandalism or the fault of resident and or guests Power washing Make any minor repairs with a general cost of $150 or less RESIDENT RESPONSIBILITIES (CONTINUED) Landscaping Keep yard clean, mowed, free of rubbish, fertilize, and water lawn Trim trees, shrubbery, bushes to allow proper egress of all entryways, sidewalks, walkways, & driveways Manage/maintain flowers, gardens, rocks, foliage and anything encroaching on premises Control pests in yard Repair and maintain fence Repair or replace sprinkler heads above ground irrigation Locks/Keys Replace lost keys or make duplicate keys with approved locksmith Installation of additional locks or other security devices are at Resident s expense Pest Control Resident shall be responsible for pest control of all kinds, except for termites. Please contact your Property Manager if this situation arises Plumbing Unclog all drains and toilets, except when caused by tree roots or breakdown not caused by Resident Know locations and how to use the water cut-off/ shut-off valve Maintain appropriate chemical levels in any water softener system Windows Replace and repair window screens if applicable Winterization during cold weather months Act to promptly eliminate any dangerous condition on the premises Pay for the community or group mailbox keys Insulate exterior spigots Close off all crawl space vents if applicable 14 Home Care FirstKeyHomes.com FirstKeyHomes.com Home Care 15

10 Maintenance Emergencies Some problems can be handled tomorrow. But for those big issues, we need you to pick up the phone today. Here are a few of them. THINGS YOU SHOULD CONTACT US ASAP FOR Plumbing Clogged toilets are considered an emergency if the home has only ONE toilet and you were unable to remove clog Burst or leaking pipe(s) of any water supply valve or line, spigot, or showerhead causing flooding to the premises Burst or leaking pipe(s) of hot water tank system causing flooding or loss of hot water for more than 12 hours at the premises Burst or leaking pipe(s) and or non-functioning of water softener tank system causing flood or creating non-potable water issues to the premises Burst or leaking pipe(s) and or non-functioning main water well system causing flood or non-potable water issues to the premises Burst or leaking pipe(s) or clog of any part of the main drain system causing an overflow of sewage to flood into the premises HVAC The heating system is not functioning causing the temperature to drop to 55 degrees or below inside the home when it is cold outside The cooling system is not functioning causing the temperature to rise to 90 degrees or above inside the home when it is hot outside Electrical Complete power failure within the home causing blackout Securing Security damage caused to external doors, locks, and windows that render the property insecure Gas Any reported Internal or external gas leaks on the property as the result of smell or damaged gas appliances or leaking gas pipe lines Appliances The refrigerator is not cooling or freezing The stove, oven or cooktop is not working Structural Serious storm or fire damage causes damage to the structure or roof leak Tree fell on home Deck damage causing swaying or potential collapse Visible sub-floor damage that could cause a flooring collapse Discoloration reported greater than 1 square feet For maintenance requests, call Home Care FirstKeyHomes.com FirstKeyHomes.com Home Care 17

11 Safety Reminders We want you to stay safe in and around your home. Below are a few simple reminders to help you do so. STAY SAFE & SOUND Joy Familiarize yourself with exits in the home. We recommend mapping out a sketch of the home s floor plan, creating a plan and sharing with family members Watch children and pets around windows, pools and any other potentially dangerous setting Keep poisons, medications, household cleaners and laundry detergents away from children and pets During a weather emergency, we will provide information on our website. Expect to receive s, calls and text messages so we can communicate important information Do not remove smoke detectors Grills, turkey fryers or other outside cooking devices should be at least 10 feet away from the home when in use. Completely extinguish outdoor fires and always follow your local fire code For fire emergencies, we recommend having a fire extinguisher on hand 18 Home Care FirstKeyHomes.com FirstKeyHomes.com Home Care 19

12 Renters Insurance Residents are required to carry a minimum of $100,000 Property Loss and Personal Liability Insurance coverage. In addition, we ask that you identify FirstKey Homes as a Party of Interest or Interested Party (or similar language as may be available) on the renter s liability insurance policy. Proof of this coverage is required at lease renewal. Waterbeds will only be allowed with proof of fully paid insurance for the term of the lease. HOA By this point you ll know if there s a homeowner association (HOA) in your new neighborhood. If so, we ll provide you with an overview of what you need to know about the HOA, but you ll want to make sure you review the details. All you have to do, really, is follow the rules. Easy enough, right? So far I love this company! The agent and the company were really responsive and answered all of my questions. They even suggested a different move-in day to keep me from paying too much out of pocket. I ve been in the property for a month and all my needs have been met. I would suggest anyone to rent from this company! Togetherness - Nakisha E. 20 Home Care FirstKeyHomes.com FirstKeyHomes.com Home Care 21

13 Renewal Options As the end of your lease term approaches, we ll be in touch and we hope you ll be ready to renew with us. If you re moving on, we will help make your move-out process as easy as possible. Story Time READY TO RENEW YOUR LEASE? Call our National Renewal Team at Renewal Options FirstKeyHomes.com FirstKeyHomes.com Renewal Options 23

14 Notice to Vacate A written notice to vacate, signed by all lease holders is required in accordance to the time frame noted within your lease document. Your written notice to vacate may be submitted to your local Property Management Office or to the Renewals Department for processing. Pre-Move Out Inspection Approximately two to three weeks before your scheduled move-out date, a member of the local property management team will come to perform a pre-move out inspection. During this inspection, we will walk you through what needs to be done prior to move out and also notify you of any possible charges due to damages. I was having trouble filling out the necessary online documents that FirstKey Homes needed. They were very patient and helpful with the process. The first couple of homes we were interested in were sold but they were very helpful finding us others in the same range! My favorite part was the self-service tours of the houses! I work in the service industry and bar hours are never easy to work around. With lock boxes on the houses, they give you a code that s good for 24 hours so I could access at my leisure. Highly recommended! - Tabz W. Family Reunions *Disclaimer: Notwithstanding any statement contained in this Resident Guide, the terms of your lease with FirstKey Homes shall govern your occupancy of the property, and your relationship with the company. No representation, warranty or promise to perform is created by anything contained herein. 24 Renewal Options FirstKeyHomes.com FirstKeyHomes.com Renewal Options 25

15 Satisfaction Surveys We want you to love living in your FirstKey home! From time to time we ll you to see how you and your house are doing. Please take these opportunities to let us know how you are doing. If anything needs attention, we want to hear about it. And if everything s going great, we want to know that too! Resident Referrals Have a friend or family member looking to rent a home? A referral is the best compliment you could give us! FirstKey Homes is a godsend after wasting money with other rental companies. I was able to locate a great home in a highly-desirable neighborhood at a reasonable price. My representative went above and beyond in assisting me with securing this home. Did I mention that I found this house on a Thursday and moved in the following Monday? Thanks a bunch to FirstKey Homes and their amazing staff! You ve all been amazing! Love - Roxy M. 26 Renewal Options FirstKeyHomes.com FirstKeyHomes.com Renewal Options 27

16 Our Promise In A FirstKey Home Our mission is to provide you with the most comfortable renting experience possible. At FirstKey Homes, we re by your side throughout for the long haul not just until you sign your lease. Don t think of us as a landlord but your neighbor, helping you turn your perfect house into your perfect home. We believe that you deserve more from where you live, not the bare minimum. We want you to make your new home uniquely you. Pick out the walls where you ll measure your children s height. Decorate the perfect space to host dinner parties to remember. Create the perfect space to watch the big game. And if there are any large disruptions, know that you don t have to deal with them alone. We ll handle it for you. Because at FirstKey Homes, what really matters to us is making sure you can do what really matters to you. Welcome to FirstKey Homes. 28 Our Promise FirstKeyHomes.com

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