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COVID-19 Resource Center

COVID-19 Resource Center

During these unprecedented times, we know you may have questions and we’re here to provide answers. Whether you are an active member of your HOA Board or a homeowner seeking advice, we have compiled a list of frequently asked questions that we’ve heard from you, and wanted to share our thoughts below. Rest assured that Keystone is fully operational at this time and dedicated to providing you with exceptional service while adhering to local and state laws regarding safe, social distancing measures. We hope you find this helpful and please contact us if you have any questions.

December 2020 Update

On December 6th at 11:59 PM, a new Stay at Home Order was issued in Southern California.  As we have been since the original Stay at Home Order in March 2020, we remain focused on the safety of our team members as well as the safety of our clients.  Keystone is an essential service, and all services for your community will continue as they have over the past several months.

To ensure our team is as safe as possible, we have evaluated our remote work program and have instituted a rotation work schedule plan for additional team members in an effort to decrease the number of team members in the office to limit exposure.  We have invested in tools and technology so there is no impact to our clients, and we can provide the same level of service no matter where our team is located.  You may contact your Community Manager or other Keystone Team Members at the same email or phone number you are currently using.

For our Large Scale communities, we continue to rely on our General Managers to determine what will work best for the safety of on-site personnel while continuing to serve the needs of the residents.

We will continue to utilize virtual meetings for Board and Committee meetings as a standard practice and encourage that all site inspections be made independently by our Managers to comply with the spirit of the Stay at Home Order which emphasizes limitations on gatherings.

As always, please feel free to contact us with any questions and have a very happy holiday season.

Thank you,

The Keystone Team

Check Out Our Latest Blog

COVID Continues: What Now?

Announcing Curbside Pick-up for Key Fobs & Transponders

Before heading over to our office

Fill out the request form, turn it in to your Associate Community Manager, and make an appointment for Curbside Pick-up.

At your appointment

Look for a parking space near the front of our office marked with Curbside Pick-up Sign. After you've parked, call the number on the sign and let us know you've arrived. Your Associate Community Manager will come out shortly with your new key fob or transponder.

Staying safe

We're focused on keeping our customers and team members safe by using social distancing, wearing masks and gloves, and performing temperature checks.

Any questions?

Give us a call at (949) 833-2600!

Frequently Asked Questions for Board Members & Homeowners

For Boards

How do the safer at home restrictions affect HOAs?

The short answer is the restrictions have the same effect on HOAs as any other organization. The board should stay up to date as the details change and adjust accordingly.

Why is everyone talking about a “new normal”? Won’t we just go back to the way things were before?

In many ways, the COVID-19 pandemic has had some permanent impact. As work-from-home becomes more commonplace, communities may consider updating aspects of their common areas to reflect the changing needs of the workforce.

Our members want the amenities opened. Can we start letting people use the pool and tennis courts?

Safety should be top-of-mind. The aim is to avoid overcrowding and limit germ exposure. Consider temporary rules such as a reservation system, social distance guidelines, or group limits in clubhouses.

Can we skip Board Meetings for now?

Even though everyone is stuck in place, HOA board meetings are still legally required. That said, the COVID-19 pandemic creates a special circumstance, so associations are advised to balance shelter-in-place orders with good faith efforts to act in the spirit of the law such as teleconferencing or video chats.

Can we temporarily waive assessments for our members?

We strongly caution boards against across-the-board or selective waivers of monthly assessments. An assessment waiver would bring the association’s income to zero, and since HOAs are non-profit organizations that would leave no money for the association’s expenses. However, boards should be compassionate during this time. Click here to read more on managing assessments.

For Homeowners

Money is tight during this pandemic. Can I get some relief on my HOA assessments?

Many associations and their members are navigating through this situation. The best solution is to handle it on a case-by-case basis. If you have become delinquent on your assessments due to COVID-19, contact your board of directors and discuss options to create an achievable payment plan. Many HOAs cannot afford to simply waive assessments, It will take a collective effort to find a solution that prevents the association’s amenities and responsibilities from falling into disrepair. Click here to read more on the importance of assessments.

I feel like I’ve lost touch with my neighbors. How can I get that sense of community back?

Just because homeowners are spending more time in their homes doesn’t mean that there aren’t plenty of opportunities to maintain strong relationships between neighbors. Our blog article, How to Stay Connected in a Time of Social Distancing, offers several ideas for how to re-connect to where you live.

I’m feeling crafty. Can I work on my home while we’re all sheltering in place?

We’re seeing a lot more architectural applications in recent weeks. Even if your changes seem minor, be sure to contact your community manager or check your HOA’s governing documents to find out if you need to fill out an application.

Can I invite my friends over to come use the pool or play tennis?

Everyone is doing their best to adapt to the safer at home guidelines. It’s important to understand why these changes matter. You may see new temporary rules enacted in order to avoid overcrowding and limit germ exposure. You can read more on this here.

For more information on safe practices and government regulations and recommendations, please see the links below:


State of California

Orange County

San Diego County

Los Angeles County

Riverside County

San Bernardino County