Dear Residents,
Last year we shared the news that Core Real Estate Group had been acquired by FirstService
Residential. Since then, our teams have been working diligently behind the scenes to
thoughtfully integrate our operations, with a focus on creating greater alignment, efficiency,
and long-term value for the communities we serve.
At FirstService Residential, our goal is to make communicating with us as simple and convenient
as possible. As part of our integration efforts, we are introducing enhanced communication
channels and support resources designed to deliver a seamless resident experience, improve
responsiveness, and ensure you can connect with us in the way that works best for you.
Residents can reach us by phone, text, email, or online, depending on their preference.
The purpose of this letter is to provide you with a high-level overview of the systems, platforms,
and processes that will be introduced as part of this next phase of integration. This
communication is intended as an initial introduction to the upcoming changes. More detailed
information, implementation timelines, and specific instructions will be shared with you in the
coming weeks and months as each phase of the integration progresses.
Starting October 5, 2026, the following communication channels and support teams will be
available to support your community experience:
24/7 Customer Care Centre
The Customer Care Centre handles incoming phone inquiries, providing residents with
assistance for routine questions, service requests, and matters requiring immediate attention.
Our Customer Care Centre agents are available around the clock and offer support in more than
20 languages. In addition to assisting with routine inquiries, the Care Centre serves as your
primary point of contact for urgent matters and after-hours emergencies. Note, our current
Core phone number is not changing and can continue to be used to contact FirstService
Residential.
Phone number: 780.651.1577
Homeowner Digital Assistant (HODA)
HODA is our digital assistant designed to provide immediate and reliable support 24/7.
Residents can connect with HODA through text message, website chat, or Amazon Alexa. HODA
is able to respond in multiple languages and is designed to support day-to-day communication
and information sharing.
Text (SMS): 1.866.377.0779
Resident Support Services (RSS)
RSS stands for Resident Support Services. This team manages written inquiries received from
residents, including emails and online requests that do not require direct involvement from a
Community Manager. RSS primarily handles written requests (i.e. emails). We have associates
located all across Canada, supporting our Canadian business. Note, our current Core general
inbox is not changing and can continue to be used to contact FirstService Residential.
Webpage: https://absupport.fsresidential.com/hc/en-us
Email: info@coremanagement.ca
To help make the transition from Core to FirstService Residential as seamless as possible, we
will continue to maintain the existing support email address and support phone line. Emails
sent to the current support inbox will automatically be forwarded to our Resident Support
Services team, and calls to the existing support phone number will automatically route to our
24/7 Customer Care Centre.
We look forward to continuing to serve your community and providing enhanced support
through these expanded communication channels.