Released 10-17-23
Customer requests their lock to be cut
When a customer finds themselves in the unfortunate situation of losing their key or lock combination, our Cut Lock Request process is here to help.
Only the current account holder can request this service.
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Verify you have the correct account and unit by having the customer verify their mailing address, e-mail & phone # on the account.
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Verify the unit needing the lock cut matches the unit on the customer's account.
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Submit a service request in APPFolio. Use Subject Title for submission:
APPFolio Service Request Title: - Unit# Cut Lock Request for (Customer's Name & Phone Number)
Submit to the @inspections department
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Payment is processed at the time of request
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The customer's agreement has been signed for all units on their account.
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Advise customer to bring a new lock when meeting the inspector the day of the lock cut.
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Advise the customer to bring proper identification to show the inspector the day of meeting for the lock cut.
Customer requests someone other than themselves to be present at the lock cutting
If the account holder requests someone other than themselves to meet maintenance on site at their unit for lock cutting follow these steps below:
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After verifying the correct account, correct unit # and facility - Have the account holder send an e-mail or text to us from an existing e-mail or phone number on their account. They must give written permission for the named person to represent them for the lock cutting at their unit.
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Have the account holder give you that person's name & phone number.
Example of customer text or e-mail permission
" I John Smith grant Jane Doe (phone #) permission to represent me to have my lock cut at unit # ___by APS-(facility) staff."
See Subject Title for e-mail below:
Once permission is received from account holder please e-mail Operations Manager the account details and request for approval.
Subject: Facility # Facility Name Unit # - Cut Lock Request
Once the Operations Manager and or Inspector have the request they will reach out to the customer and or representee to arrange a day and time for the lock cut. They will come up with an ammicable time that works best for both parties.