As Fairstead continues to acquire properties in need of repair, our onsite teams have developed a resident-centered customer service program. In practice, this means developing programs and policies that surpass industry standards and preparing for the unexpected. To understand this in practice, imagine Ohio during an especially intense heat wave shortly after Fairstead assumed management of a property with longstanding HVAC issues. While the intention was to keep everything working until new systems could be installed in the fall, the building’s chiller broke leaving residents, including 500 seniors, at risk for heat-related medical complications. As soon as this happened, Fairstead’s vertically integrated teams began problem-solving. As technicians labored to refit the physical plant, Fairstead’s customer service experts set up onsite “cooling centers” (complete with water, food, Wi-Fi, and entertainment systems), provided fans and other personal cooling devices, hired nurses to meet on-site health needs, and relocated at-risk residents. All the while, Fairstead’s communications team kept stakeholders updated. At the conclusion, Fairstead received a note from local partners, praising the extraordinary response. But the real satisfaction, of course, was in the thank you notes and cards the residents delivered to our onsite team members.