A maintenance request should not become a scavenger hunt.
The request should arrive with enough information to route it, and everyone should be able to see what happens next.
Get the intake right
- Property and unit
- Issue category
- Description
- Photos when useful
- Access instructions
- Urgency indicators
- Best contact information
Then route it once
Normal requests can go to the appropriate vendor or queue. Genuine emergencies escalate. Ambiguous cases go to a manager instead of being guessed at.
Keep the tenant informed
“Received,” “vendor assigned,” “scheduled,” and “complete” are usually more useful than making residents call for status.
Do not automate away the judgment
Safety, habitability, repeated problems, owner limits and unusual vendor situations still need people.
Talk to us about your workflow
You do not need to know the technology. Start with what is taking too long or falling through the cracks.
Start there