Valet Living Clients

March 21: Client Update

Hello Valet Living Clients,

First and foremost, I hope this message finds you and your family healthy and well. Valet Living’s core values emphasize ensuring the well-being of our people and the community, and never has that been more important than during this time of great uncertainty regarding COVID-19.

To help keep your residents and our associates safe, and to ensure Valet Living can continue to provide its public health services as an essential business function of sanitation, we have implemented some changes to our standard operating procedures that we wanted to share with you.

First, we wanted to remind you that your District Manager is the primary communication channel with your community leadership for any operational issues and concerns.  Please alert your District Manager if there is a case of COVID-19 at your community.

To add increased measures of safety, our associates are asked to maintain social distancing whenever possible if interacting with residents and to limit the use of their cell phones to avoid the additional spread of germs and viruses. As a result of limited cell phone use, the number of photos and violations will be reduced significantly. Our associates are being asked to be more stringent with following our rules for violations and not to collect trash if they do not feel safe doing so. To help streamline our safety measures, please remind your residents to tie all bags tightly. We pride ourselves in our quality and attention to detail, going above and beyond by breaking down boxes and cleaning up loose articles in the breezeway; however, during this time, we will need to suspend those additional services to reduce the amount of time our associates spend outside of their homes. Please assist by ensuring compactor areas are clean, free from debris, and in working order.

Valet Living and its associates are deeply committed to the work we are doing to contribute to flattening the curve and stopping the spread of cases of COVID-19 in America. We will continue to monitor this developing situation closely, and we are working with your community management teams to allow as little disruption to your Valet Living amenity services as possible, with our primary focus on keeping our clients, your valued residents, and our associates safe. For the latest updates around our COVID-19 control and prevention efforts, and to listen to a personal message from me, please visit us at

Thank you,

Shawn Handrahan
President & Chief Executive Officer

March 17: Client Update

Hello Valet Living Family,

We would like to assure you that your health and safety are our top priorities. Valet Living and the amenity services we provide are public health services and an essential business function of sanitation. As such, we will continue to do our part to support our clients, residents and our associates during this time.

As we learn more about COVID-19, social distancing is a top prevention method.  Our National Safety Team has been working around the clock to prepare and activate business continuity plans to keep operations running with social distancing top of mind. As residents spend more time at home, we’ve seen an increased volume of doorstep trash and recycling as well as additional bulk waste removal requests.  We’re here to help as your partner, and any restrictions on the number of bags allowed per resident each night have been eliminated to meet higher trash volumes at no additional cost to ensure that your residents have a comfortable time at home without adding any stress to your community management teams.

At this time, we will be suspending office visits for prevention measures as recommended by the CDC; however, our lines of communication will always remain open with your District Managers and sales support teams.  You will be able to reach your District Manager via phone or email, and if any supplies are needed, we will ensure they are dropped off in a timely manner.  Our District Managers will also be personally reaching out to your on-site teams to ensure your community is fully supported. Additionally, we recommend that residents disinfect the lids and rims of their containers each time they bring them inside.

We are fortunate that unlike other industries, our almost 7,000 associates nationally continue to work diligently and play a major role in addressing the essential needs of over 1.4 million residents.  The demand for our doorstep trash and recycling collection continues to be great. If your team or residents know of anyone temporarily out of work, please have them visit to apply for a position with us.

To protect our associates so they can continue serving your residents, we’ve taken the following steps:

  1. Increased safety communication and training from our National Safety Team
  2. Provided additional Personal Protection Equipment, such as rubber gloves, in addition to our Service Valets’ cut-proof gloves, reflective vests, and added safety procedures in place to reduce cross-contamination
  3. Increased staffing as trash volumes grow and must be removed from apartment homes, hallways and breezeways and transported safely to compactors and/or dumpsters
  4. Conducted outreach to all communities, with offers of assistance wherever Valet Living can help, and to inform you that trash volumes will be up and that you should notify your haulers of additional pull if needed

We appreciate your cooperation throughout this crisis, and you have our commitment that we will do everything we can to help take care of your communities. We ask that you keep lines of communication open with your District Manager, and please alert us if there is a case of COVID-19 at your community. In the meantime, for the latest updates around our COVID-19 control and prevention efforts, please visit us at

Thank you,

Shawn Handrahan
President & Chief Executive Officer

March 11: Client Update

Hello Valet Living Clients,

The health and safety of our clients, your residents and our associates are our number one priority. As a result, Valet Living’s Safety and Human Resources departments have been monitoring the cases of COVID-19 in the United States through guidance issued by the CDC (Center for Disease Control & Prevention). Valet Living has a dedicated professional safety organization, led by our National Director of Safety. This team, with years of experience in Occupational Health & Safety, is monitoring the situation daily through contacts at the national, state and local health departments.

As of today, your amenity services will continue as normal. If it becomes necessary to suspend service to ensure the safety of your residents, apartment communities and our Service Valets, please rest assured that we will communicate this to you quickly and confidently. Our lines of communication to your leaders through our District Managers will remain open throughout this time.

Our Business Continuity Team has been activated to mitigate the impact to our clients and the amenity services we provide. This team is comprised of cross-functional leaders who make decisions swiftly to put the care of our clients, residents and associates first. In the past, we have activated this team for the California wildfires, snowstorms, hurricanes and more.

Our doorstep collection on-time and complete goals are still a priority for our team, but due to medical absences, you may experience longer times than usual. We ask for your understanding should our team need more time to ensure that we conduct our tasks with the safety of our teams and your residents in mind.

Should you have any questions, comments or concerns, please do not hesitate to contact our National Director of Safety, Joe Malato, at or Valet Living Support at 877-574-2587 at your convenience.

We appreciate your diligence in this matter and your partnership with Valet Living. If there is any assistance that we can provide for you, your teams or your residents, please let us know.

Thank you,

Shawn Handrahan
President & Chief Executive Officer