Handle a maintenance request

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

Before you start

• You need to be a property manager, account owner, or admin.

Steps

1. Select Maintenance from the menu to see incoming requests. Each one shows its unit, priority, visit and status, with Move to and Re-rank right on the card.

2. 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.
3. Open a request to read the details and any photo.
4. 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.

5. 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".
6. Comment to talk with the tenant. Type in Add a comment and choose Post comment. They see your replies on their copy of the request.

7. Update the status as the work moves toward done.
8. Select Log the cost to record what the repair cost. It takes you straight to the property's expense form.

Say it instead

You can also do this by saying or typing it: press Cmd K, or tap Say or type on a phone. If your account has it turned off, use the steps above.

1. Press Cmd K (or Ctrl K), or on a phone tap Say or type at the top of the screen.
2. Say what happened, for example the sink is leaking at 42 Elm unit 2, make it urgent, close ticket or book a visit. You can tap the mic on your phone's keyboard and speak it.
3. Answer the few questions it asks by tapping. The property and unit you named, and your own words for the issue, are filled in for you and marked From what you said. Tap one to change it.
4. Check the card. It shows exactly what will be filed or changed. Choose Yes, record it. If the answer does not come back, choose Try again. Trying again will not file the request twice or tell the tenant twice.

Only the moves a request can make from where it stands are offered, and a visit can be booked today or later. Do it on the page is there at every step. For a new request it opens New maintenance request on the unit you chose. Wealthru does not record your voice. Adding photos, comments and vendors to a job stays on the request page.

To see what is still open, say open maintenance. It lists the open requests, the same ones the maintenance list shows, each with an offer to update it. More in Talk to Wealthru.

What happens next

• 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.

Troubleshooting

• 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.