How to report a maintenance issue

Tell your property manager about something that needs fixing, say how urgent it is, and follow the repair through to the visit.

Before you start

• You need a tenant account linked to your lease.
• A clear description helps. Say what is wrong, where it is, and since when.

Steps

1. Sign in and tap Maintenance in the menu or the bar at the bottom of your phone. The Report a maintenance issue panel is at the top of the page. The same panel is also on Your home.
2. In the Report a maintenance issue panel, describe the problem.
3. If you rent more than one home from the same manager, pick the right one under Which home?.
4. Choose How urgent is it?. The options describe what is happening rather than a number, so pick the one that matches. Urgent means unsafe, no heat, no water, or flooding.
5. Choose Submit request.

Say it instead

You can also use Talk to Wealthru, in English or French. Tap Say or type at the top of the screen (or press Cmd K or Ctrl K) and type it, or tap the mic on your phone's keyboard and say it.

• For example, my sink is leaking. What you said is filled in as the problem and marked From what you said. Tap it to change it.
• Add the details and how urgent it is, then check the card and tap Yes, record it. It is the same request the form sends.
• To add a photo, open the request afterwards. Do it on the page opens the form at any step.

What happens next

• A request is created and your property manager is told about it. An urgent request also reaches them by email or text, depending on how they set their notifications up.
• Your request appears straight away under Your maintenance requests, below the form on the Maintenance page and on Your home. Select a request to open it.
• When your manager books a visit, the date shows under Visit and you are notified with the date. Until then it reads Not booked yet, or Date to be confirmed once a visit is planned but the date is not set.

• You and your manager can leave comments on the request. You are told when they reply or change the status.

Troubleshooting

• You want to show a photo. There is no photo option on the request form. Describe the problem in the request, then see Show your manager the problem.
• The page says you can report a repair once your lease is on file. Your manager has not linked a lease to your account yet. Contact them directly, and call emergency services first if anyone is in danger.
• It is an emergency (flood, gas, no heat in winter, anything unsafe). Do not wait on the app. Call your manager and emergency services as needed, then log the request so there is a record.
• No update yet. Add a comment on the request to nudge it. Your manager sees the whole thread.
• The visit says Not booked yet. Your manager has not set a date. Add a comment asking when they expect to attend.
• It went to the wrong home. Report it again on the right one under Which home?, and comment on the first request so your manager can close it.