What we’re doing
We are closely tracking the COVID-19 situation and understand that during these unprecedented times, our Residents may be negatively impacted in a variety of ways. Please know that our teams are working to seek new resolutions, establish processes and train up additional team members in order to better support you through this stressful time.
COVID-19 FINANCIAL HARDSHIP
If you are experiencing a financial hardship due to the COVID-19 pandemic, please visit the Resident Portal using your browser.
Beware of scams — Criminals often take advantage of situations like these to impersonate companies, charities or government agencies. Keep an eye out for suspicious looking or sounding emails, text messages, or phone calls.
Out of an abundance of caution, we have decided to close our branch offices until further notice. Instead, we ask that you use the Resident Portal or download the RentCafe mobile app to pay your rent, submit maintenance requests or set up autopay. We have also transitioned the majority of MSR employees to work from home, with the exception of several construction, leasing, and property management team members who are voluntarily and courageously working out in the field to assist our Residents.
If you are unable to pay online, you can also submit your rent payment at any of the 20,000+ WIPS (Walk-in Payment System) locations. If you do not know your WIPS number, you should have received an email from us with your account number.
Please do not mail your rent payments to any of our office locations as we will not be able to process them.
While our maintenance teams are still currently fulfilling requests, we urge you to only submit urgent maintenance requests until the COVID-19 situation subsides. Non-urgent maintenance requests will be delayed, and we will contact you to reschedule those service requests. For urgent maintenance requests, we will send you a very brief questionnaire within one business day of submitting your work order. If you do not see the questionnaire in your inbox, please be sure to check your spam folder. Failure to provide a completed questionnaire on a timely basis may lead to delays.
Our Call Center is still active, but due to high call volume, you may experience long wait times – which we know is frustrating, especially during this stressful time. Instead, we ask that you use the Resident Portal for communication and regular maintenance requests so we can keep the phone lines open for emergency maintenance requests. For emergency maintenance requests, please call (855) 239-4530.
HOW WE ARE PREPARING
We have asked our maintenance and vendor teams to not shake hands and to stay home if they feel even slightly sick. We have also asked that they regularly wash their hands, use hand sanitizer frequently, both in their vehicles and in-home, and to keep their distance from others when possible. Again, we urge you to use the Resident Portal to submit all requests.
MSR’s Resident Resources page is stocked with useful information about everything from maintenance requests to resident perks. If you have questions unrelated to COVID-19, please visit this page first.
How to protect yourself from COVID-19 (Coronavirus)
You can get the latest information from the CDC on how to protect yourselves and your homes here, the CDC recommends:
Washing your hands often for at least 20 seconds, especially after you have been in a public place or after coughing, sneezing or blowing your nose.
Stay home if you are sick, except to get medical care, and wear a facemask if you have to be around other people.
Clean and disinfect frequently touched surfaces daily, including tables, doorknobs, light switches, countertops, etc. Scientists estimate that COVID-19 (Coronavirus) can last on surfaces from two-to-five days if they are not disinfected.
If you or someone you know is sick: How you can protect your community
You can get the latest information from the CDC on how to prevent the spread of the virus in your home and community here.
Where to learn more
- You can get the latest information from the CDC on how to protect yourselves and your homes here.
- If you become sick, get the latest information on how to protect others in your home and residential community here.
- You can get the latest information on COVID-19 from the World Health Organization here.
- You can get the latest travel advice from the World Health Organization here.
- If you’re a realtor, you can get more guidance on best practices for handling the developing COVID-19 situation from the National Association of Realtors here.