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Maintenance Requests

Manage maintenance requests submitted by residents or created by staff. Track work orders, assign vendors, and configure notification settings from the Maintenance page.

Viewing Requests​

Go to Maintenance in your board portal to see all maintenance requests. Each request shows:

  • Title: Brief description of the issue
  • Status: Current workflow state
  • Priority: Urgency level
  • Requester: Who submitted the request
  • SLA Due: Target resolution time
  • Last Activity: When the request was last updated

Filtering and Sorting​

Filter requests by status, priority, or date range to focus on what needs attention. Requests are sorted by last activity by default, keeping active issues at the top.

Request Statuses​

Maintenance requests progress through these statuses:

StatusDescription
OpenNew request awaiting action
In ProgressWork has begun
ScheduledWork is scheduled for a future date
ResolvedIssue has been addressed and closed

Priority Levels​

  • High: Urgent issues requiring immediate attention (e.g., water leak, security concern)
  • Medium: Important but not critical (e.g., appliance malfunction)
  • Low: Non-urgent items (e.g., cosmetic repairs, minor inconveniences)

Creating a Request​

Board members can create maintenance requests on behalf of residents or for common area issues:

  1. Go to Maintenance
  2. Click New Request
  3. Fill in the details:
    • Title: Clear description of the issue
    • Status: Initial status (typically "Open")
    • Priority: High, Medium, or Low
    • Requester: Who reported the issue (name, email, or phone)
    • Assigned To: Vendor or staff member responsible
    • Summary: Detailed description of the problem
    • Tags: Categories for organization
  4. Click Save

Managing Requests​

Updating a Request​

  1. Click on a request to open it
  2. Update the status, priority, assignee, or summary
  3. Save your changes

When you change the status of a resident-submitted request, the resident is automatically notified if notifications are enabled.

Assigning to Vendors​

Enter the vendor or staff member's name in the Assigned To field. This helps track who is responsible for each request.

SLA Tracking​

Each request has an SLA (Service Level Agreement) due date based on your configured default hours. The SLA helps ensure timely resolution:

  • Requests past their SLA due date are flagged for attention
  • SLA is calculated from when the request was reported
  • Default SLA hours can be configured in settings

Maintenance Settings​

Configure how maintenance requests are handled in your community:

  1. Go to Maintenance
  2. Click Settings (gear icon)
  3. Adjust the options:

Default SLA Hours​

Set the default target resolution time for new requests (in hours). For example:

  • 24 hours for urgent properties
  • 72 hours (3 days) for standard response
  • 168 hours (7 days) for non-urgent communities

Staff Notifications​

Control how board members and managers are notified:

  • Email Notifications: Receive emails when new requests are submitted
  • SMS Notifications: Receive text messages for new requests

Resident Notifications​

Control how residents are notified about their requests:

  • Email Notifications: Send emails when request status changes
  • SMS Notifications: Send texts when request status changes
tip

Enable resident notifications to keep them informed without manual follow-up. This improves satisfaction and reduces "status check" inquiries.

Resident-Submitted Requests​

When residents submit maintenance requests through their portal:

  1. The request appears in your Maintenance list with status "Open"
  2. Staff receive notifications (if enabled)
  3. Photos attached by the resident are included
  4. The resident's contact info is captured automatically

Responding to Residents​

As you update the request status, residents are automatically notified of changes. The notification includes:

  • New status (In Progress, Scheduled, Resolved)
  • Any notes you add

Best Practices​

  • Respond promptly: Acknowledge new requests quickly, even if resolution takes time
  • Use priorities consistently: Reserve "High" for true emergencies
  • Track vendors: Always record who is assigned to maintain accountability
  • Enable notifications: Keep residents informed automatically
  • Set realistic SLAs: Balance responsiveness with your capacity
  • Add context: Use the summary field to document findings and actions taken