Reply to a maintenance request from a tenant

Repairs are the most common tenant contact. A quick, clear reply keeps small problems small.

Last reviewed October 14, 2026

Acknowledge the report

Thank them and confirm you have the details.

Say whether it is urgent, and how to reach you out of hours.

Request a photo or video to help diagnose.

Give a day and time range for the contractor.

Say whether the tenant must be present.

Check the repair is complete and the tenant is happy.

Anything affecting safety, heating, water or security. Define this up front.

Stay factual, record it, and follow your agreement.

It collects details and photos. A person dispatches the contractor.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.