For property managers

Handle a maintenance request

Raise, triage, schedule and close out the maintenance work on your properties.

Before you start

Select Maintenance from the menu to see incoming requests.
To log one yourself (a phone call, something you spotted on an inspection), select New request, pick the unit, and describe the issue. You can also reach this from the New button anywhere in the app.
Open a request to read the details and any photo.
Re-rank it if the reporter got the urgency wrong. Triage is the point: a "leaky tap" that turns out to be a burst pipe should say so. Raising a request to Urgent or High re-alerts your team.
Book the visit once you have acknowledged the request. Set the date and time you agreed with the trades, and the tenant is told the date, not just the word "scheduled".
Comment to talk with the tenant. They see your replies on their copy of the request.
Update the status as the work moves toward done.
Select Log the cost to record what the repair cost. It takes you straight to the property's expense form.

New requests alert your team in the app, and by email or text depending on each person's notification settings. A manager assigned to specific properties is only told about requests on those properties.
The tenant is notified of your comments and status changes, and can reply.
The booked visit stays on the record after the work is done, so you can see when the trades attended.
Closing the request keeps a record on the property and tenant history.

There is no Book the visit control. A brand-new request has to be acknowledged first. Move it to Acknowledged and the control appears.
The tenant cannot see your reply. Check that the comment saved on the request. Only requests linked to their lease appear in their portal.
The request is on the wrong unit. Requests are tied to the tenant's lease and unit. A tenant renting more than one home picks which one when they report, so if it looks misfiled ask them to file it again on the right home.
You are not getting emails about new requests. Check Settings, then Notifications, and set a channel for Maintenance request reported.

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