Triage a tenant maintenance request

Maintenance requests are the most common tenant message. A fast, clear triage reply keeps tenants calm and repairs on track.

Last reviewed October 14, 2026

Confirm receipt

Tell them you have the request and who owns it.

Request photos, the room and when the problem started.

Separate emergencies such as leaks or no heat from routine fixes.

Say when a contractor will call or visit.

Ask for access times and permission to enter.

Confirm the fix and ask if anything remains.

Acknowledge the same day and say when you will update them.

Define it in writing: no heat, burst pipe, gas smell, no security.

It collects details and photos and flags emergency words. A person books the contractor.

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