Move-in Information for Heirloom

What is the cost to replace a key or fob?

$65

Smart Home Package - How can support be contacted?

During office hours, residents should contact the onsite leasing office or service team for access or lock support. Outside of office hours, residents should contact the after hours support team or Smartrent support (if applicable).

Who is responsible for replacing smart lock batteries?

We provide Smart Lock batteries at move-in. After that, residents are responsible for replacing them as needed.

Where should a service request be submitted?

All service requests should be submitted through the UDR Resident App.

What qualifies as an emergency service request?

An emergency is any issue that poses an immediate threat to health, safety, property, or essential services and requires urgent attention to prevent further damage or danger.

What are the expected response times for service requests?

Non-emergency service requests are typically completed within three (3) business days. If a request cannot be completed within this timeframe, residents will be notified and provided with a new scheduled date and time.

What are resident responsibilities during service visits?

Provide access to the apartment on the scheduled date, ensure pets are secured and children under 18 are not left home alone, if applicable. Keep the service area accessible and safe for the technician.

Where can mail key or mailbox information be found?

Mail keys or mailbox information can typically be found at the leasing office or provided during the move-in process. Residents should contact the leasing office if they did not receive a key or need additional information.

Does the community have package lockers?

Yes

What should be done when an oversized package is delivered?

Residents should: check delivery notifications for instructions, retrieve the package from the leasing office or designated area, contact the onsite team if additional assistance is needed.

How frequently is pest control service provided to the community?

Twice monthly

Does the community utilize a courtesy patrol service?

Yes

What hours is courtesy patrol on call?

After business hours

Which situations do not require patrol involvement?

Day-to-day community inquiries (billing/specific ledger questions, adding/removing pets or roommates, submitting or getting updates on service requests, etc.) or emergency issues requiring the police department or fire department (gas smell, fire, criminal activity, etc.).

Where are approved locations for trash disposal?

In the dumpster

What items are prohibited from being placed in the trash?

Hazardous waste (chemicals, cleaners, pesticides, solvents), furniture (couches, mattresses, tables), large appliances (refrigerators, washers, dryers), large amounts of construction debris, or oversized household items.