COVID-19 Multifamily Operator’s Response & Resource Center

Unprecedented times call for unprecedented measures. For multifamily operators struggling to keep up with the latest developments, service requests and safety measures, ServusConnect has compiled a resource center to help you navigate the peak weeks of the COVID-19 pandemic.

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Maintain your buildings while prioritizing emergency situations, reducing risk to exposure, and slowing the spread of the corona virus.


Best Practices

Navigate COVID-19 best practice protocol for self-quarantined residents.


Safety Measures

Make sure your tenants and staff stay safe as you maintain your buildings.


Reduce Backlog

Keep the lights on with creative problem-solving to reduce backlog.

Get the latest COVID-19 Product Update

If you are a ServusConnect customer, you can now easily automate maintenance communication requests, flag self-quarantined apartments, and map all buildings with existing flags. Check out the new features by clicking GET COVID-19 UPDATES.

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Best Practice Protocols for Self-Quarantined Residents

The following information is provided by the ServucConnect team, National Multifamily Housing Council, and CDC.


Apartment firms are likely to have residents who need to self- quarantine in their apartment. Recommended practices in that situation include:

Cleaning Requirements

Follow the guidance of the local public health agency concerning any additional cleaning of the common areas or apartment as a result of the self-quarantine. Additional cleaning may not be recommended or required in this situation. If the public health agency or client recommends or requires additional cleaning that requires the use of personal protective equipment (PPE) or is beyond the capability of your team or regular cleaning service, consider hiring a qualified vendor to perform the cleaning.


Package Deliveries

Follow the guidance of the local public health agency concerning package deliveries. If you do deliver packages, leave them outside the apartment door to avoid close contact with the self-quarantining resident.


Protecting Resident and Employee Privacy

Information about the health and status of the self-quarantining resident or affected employee should not be shared with other residents or employees. Consider sharing that information with the community manager, but advise the manager not to discuss it with other team members except as necessary to comply with other guidance received.

Service Requests and Apartment Access

Suspend access to the apartment for routine maintenance, repairs and inspections. The apartment should only be entered for emergency repairs. Close contact with the resident should be avoided during any entry of the apartment.


Support to the Resident

A period of self-quarantine may be stressful for a resident. You should endeavor to be empathetic and supportive during this challenging time, keeping in mind restrictions on your ability to be in close physical contact with the resident. Set reasonable expectations with the resident about your ability to provide assistance.


Vendor Services

Vendors who regularly provide services within apartments should be notified that service is suspended to the apartment in question, without advising them of the reason for the suspension. If you offer doorside trash pick up, that may continue. Do not inform your doorside service provider which apartment is affected by the self-quarantine. It is very important to protect resident privacy in discussions with vendors.

Outbreak Data by US State & County

View the Johns Hopkins COVID-19 interactive map to keep track of outbreaks by state and county. 

Maintain Your Buildings While Keeping Everyone Safe

Communication is key during a crisis. Ensure you have provided open lines of communication with your residents so you can slow the spread and responsibly answer service requests while respecting privacy.

Below, we have included an infographic outlining the steps you should take when residents or staff is exposed to COVID-19.

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CDC Shareable Materials

The CDC has provided multifamily operators with downloadable posters to distribute to your residents and staff. Access them here.

Building Maintenance & Backlog

As you continue to maintain your buildings, keep in mind:

  • This is the time to use all the technology you have at your disposal to follow social distancing regulations, automate tasks, communicate risks, and prioritize safety and privacy.
  • This reference lists states with “Stay-at-home” orders
  • Less than 5% of your service requests are likely to be emergency. Start planning how you handle backlog with reduced access and staff to support maintenance

Keep the Lights On With Creative Problem Solving

To slow the spread of the corona virus we must collectively practice social distancing, stay 6 feet apart, and avoid contact. With the properties at full capacity and most residents at home, creative steps must be taken to adhere to this social responsibility while managing the health of your locations.

Here are some creative steps you can take to remain responsive to the maintenance needs of residents while still under emergency protocols:

  • Digitally flag units where residents are self-quarantining
  • Avoid the exchange of all paper providing proof of service requests
  • Engage with a disaster recovery team to understand protocol for contaminated areas
  • Login to your maintenance portal vs stopping in
  • Require all work order and service requests to be communicated digitally

Try ServusConnect Free

To help our nation’s multifamily operators keep their properties running and residents safe, we are offering ServusConnect free for a limited time.

Click the button below to get started!


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