Handle a maintenance request
Review a repair, choose who sees your notes, and prepare a work order for a pro.
On this page
Find the request for the correct property and unit. Review the description, photo and tenant contact before changing its status or sending a work order.
Open the right request
Open Maintenance requests. Use Rentals, Status or Search to find the request, then select its title and check the property and unit.
Review the repair and its status
Read the description, available photo, tenant contact details and current status. Review Activity before deciding the next action.
- Write the note
- Choose who sees the note
Choose who sees your note
Under Activity, write in Add note. Choose Private note (only you), or Message the tenant when offered, before selecting Add note. Read the result or any error.
- Enter the intended pro
- Review the work scope
Send a work order and track the result
If the Send work order form is available, enter the pro name and email, review Message and scope, then select Send work order when ready. Read the result and review the recorded recipient and status.
Review tenant feedback after a repair
Open the relevant maintenance request and review its status, history and any tenant response attached to that ticket. Keep feedback about the completed work with the original request so the problem and follow-up remain traceable.
If more work is needed, use the status and assignment controls available on the ticket and tell the tenant the next step. A completion status does not by itself establish that the tenant is satisfied; do not assume a survey was sent unless a recorded request confirms it.
Check the result
- The request shows its updated status and activity history. A sent work order records the recipient and work-order state; it does not confirm attendance or completed repair.
FAQs
Why is a request missing from the list?
Check the time range, Rental, Status, Starred and search filters. Use Clear filters before assuming the request is missing or creating it again.
Will an internal note reach the tenant?
Private note (only you) stays internal. Choose Message the tenant when that option is available and you intend to send the note to the tenant attached to this request.
Does Mark resolved pay the contractor?
No. Resolution changes the request status and offers tenant notification choices. Payment and any invoice review are separate from that status change.
Does marking a repair complete prove the tenant approved the work?
No. Review the tenant’s actual response and arrange any necessary follow-up on the maintenance request.
Create a request, save a private note and update status
Local training data. A vacant-property request, private note and In progress status are saved and reopened. No work order or message is sent; no physical repair is demonstrated. Pauses shortened.
Read transcript
- Local training: open a new maintenance request for a vacant fictional property.
- Select 206 Example Grove and describe the routine cabinet-handle issue. No tenant lease is selected.
- Create the request for this vacant property. No contractor work order is sent.
- Add a private note. Private notes are visible only to the landlord.
- Change the request status to In progress.
- Reload the request to confirm the saved status. This does not record a completed physical repair.
- The private note remains in Activity after reload. No work order was sent.