How you handle maintenance requests significantly impacts tenant satisfaction and operational costs.
Setting Up an Effective System
Request Channels
Offer multiple ways to report issues:
- Online portal
- Mobile app
- Phone
Required Information
Capture essential details:
- Issue description
- Location in property
- Urgency level
- Preferred contact times
- Photos if relevant
Categorization
Organize requests by:
- Type (plumbing, electrical, etc.)
- Priority (urgent, normal, low)
- Property
- Status
Request Handling Process
Step 1: Acknowledgment
- Confirm receipt within 24 hours
- Provide reference number
- Set expectations for response
Step 2: Assessment
- Evaluate urgency
- Determine if DIY guidance appropriate
- Assign to contractor if needed
- Schedule appointment
Step 3: Resolution
- Complete the work
- Document what was done
- Photograph before/after
- Obtain tenant sign-off
Step 4: Closure
- Confirm with tenant
- Update records
- Process any charges
- Close the ticket
Priority Guidelines
Urgent (Same Day)
- No water or electricity
- Major leaks
- Security issues
- Safety hazards
Normal (2-3 Days)
- Minor leaks
- Appliance issues
- Non-essential repairs
Low (1-2 Weeks)
- Cosmetic issues
- Non-urgent improvements
- Scheduled maintenance
ProperLE streamlines service request management from submission to resolution with full tracking.