Frequently Asked Questions

Regarding Operations during the COVID-19 Pandemic


What should I do if I or someone I know thinks they have the coronavirus?

If you think that you or someone you know has coronavirus, please follow the Centers for Disease Control and Prevention’s instructions.


Do I still need to pay rent?

Yes, please continue to pay your rent in full and on-time. You can pay rent by using our dropbox (where available) or mailing your payment to us. If you experience a financial hardship, please communicate with your Property Manager via phone or e-mail. Residents who experience a decrease in income should notify the Property Manager immediately (via email or phone), in order to make arrangements to certify this change.


Can I have visitors?

Residents should not receive visitors unless the visitor(s) are providing essential services. Residents may still receive visitors who are supporting them to meet basic needs and provide essential services that support their health and well-being. This includes people who come to provide in-home support, food or meals, cleaning assistance, needed supplies, case management services, etc.


Should I be social distancing?

Yes, in all personal interactions, we ask that you maintain a six-foot distance between you and others. This includes staff that you may encounter on the property.


Are Property Management and Resident Services Offices still operating?

Yes, Mercy Housing staff will continue to work at the property; however, hours of availability may change. While management and services staff are on the property, the office will be closed to residents and visitors, and by appointment only. During this time, please communicate with our staff by phone or e-mail.


Will repairs and maintenance emergencies be taken care of?

Yes, but only maintenance emergencies will be responded to at this time. Please continue to report all maintenance needs but understand that we will postpone the completion of non-emergency repairs. If you have a maintenance emergency, we will wear protective gear, and observe social distancing.


Can I use common areas?

All common area facilities, including playgrounds, community rooms, fitness centers, computer centers, and lounges are closed. Laundry rooms will remain open, however, we ask that social distancing is observed and that you not use the facility if occupied by someone else and a 6-foot distance cannot be maintained.


How can I get updates?

Because of how quickly the circumstances surrounding COVID-19 are occurring, Management may not be able to distribute notifications door-to-door. Please read all posted signs and look for updated information near mailboxes.


What about Income Certificates?

Certifications may be handled with packets delivered to your door in an envelope or via mail. You can drop certification packets into our drop box as well. At this time, we will not conduct in-person certification appointments.


Inspections?

All inspections are cancelled until further notice.


If you have additional questions, please email or call your property manager.

Due to the rapidly evolving situation, recommendations regarding Coronavirus are being updated regularly as our organization becomes aware of the latest government recommendations.  The information in this message may become outdated, so we advise you to always consult with the CDC and your local health department for the most up-to-date information.