Track a repair from request to fix
Follow a repair from report to fix: replies, internal notes, status updates and response targets for landlords, and how tenants send and follow a request.
A maintenance request records what's wrong, where, who reported it, its priority and its status. Each request also has an Updates thread where landlord and tenant write to each other, and where every status change is recorded. Maintenance requests and their updates are included on every plan.
Statuses
- Pending — Submitted, waiting for a reply or for work to start
- In progress — Work has started
- Completed — The landlord has marked the repair done
- Cancelled — The request was closed without a repair
For landlords
Add a request
- Open Maintenance in the sidebar and select Add Maintenance Request
- Choose the Unit, then the tenant it was Reported by
- Describe What's wrong
- Set the Priority, and a Category if you like
- Attach photos if you have them (up to 5)
- Select Add Maintenance Request
New requests start as Pending.
Priorities and response targets
Each priority comes with a response target: how soon your team aims to reply.
| Priority | Reply within |
|---|---|
| Urgent | 1 day |
| High | 3 days |
| Medium | 7 days |
| Low | 14 days |
The clock starts when the request is submitted, or reopened, and stops at your first reply the tenant can see or your first status change. Internal notes don't count.
On the request, Response says Due by a date while you're inside the target, Overdue by in red once it has passed, or Replied with the date. The Maintenance list has the same Response column, and Home lists repairs past their target. To see every request still waiting for a first reply, filter the list by Status: Pending and Reply: Awaiting reply.
Response targets are a guide for your team. Tenants never see them: they see how long the request has been open and when you last updated them.
The request page
- Header — The description as the title, the status and priority, how long the request has been open, and (for your team) where it stands on a reply
- Side panel — Details (the status, which you can change right there, the assignee, the category and costs), the property, and who reported it
- Photos — The photos attached when the request was made
- Updates — The conversation about the request: replies, photos, internal notes and every status change
- Notes — Your team's notes on the request
Tenants see the same page without the assignee, costs or your notes, and with your contact details in the side panel.
Reply to your tenant
Write in the box at the bottom of Updates. With Visible to Tenant selected, the button reads Send to Tenant: your tenant sees the reply on the request and gets a notification and an email (unless they've turned them off).
- Enter starts a new line. Press ⌘ + Enter (Mac) or Ctrl + Enter (Windows) to send, or use the button.
- Attach up to 5 photos to a reply. A request holds up to 20 photos in all, including the ones attached when it was made.
Tenants can reply in the same way while a request is Pending or In progress. Your team gets a notification, and an email goes to the person assigned to the request, or to everyone who can update requests when no one is assigned.
Internal notes
To write something only your team should see, choose Internal beside the send button. The button changes to Add Internal Note, and the note appears in Updates with a lock and the label Internal · only your team sees this.
Tenants never see internal notes: not on the request, not in notifications or emails, and not in their data export. The person assigned to the request and team members who have posted in its thread get a notification in the app.
Your choice stays selected while you're on the page, so check Visible to Tenant or Internal before you send.
Change the status
- Start Work moves a pending request to In progress.
- Mark Completed opens a short dialog with an optional Closing note. Your tenant sees the note in Updates and in the email that asks them to confirm the repair.
- You can also change the status from the side panel. Choosing Completed there opens the same dialog.
Each change is recorded in Updates with who made it, and your tenant is notified.
When your tenant confirms or reopens
A confirmation appears in Updates and you get a notification. A reopened request returns to Pending with your tenant's reason in Updates, you're notified, and the response target starts again.
Edit, assign and record costs
To change the details, open the ⋯ menu on the request and choose Edit request. You can update what's wrong, the status, priority and category, who it's Assigned to, and the Estimated cost and Actual cost. The assignee and costs are never shown to your tenant.
Delete a request
Open the ⋯ menu and choose Delete request. Its updates and photos are deleted with it.
For tenants
The steps below are the short version. Send a repair request has the whole walkthrough.
Submit a request
- Open Maintenance in the sidebar and select Submit Request
- Choose the Unit (it's filled in if you rent one)
- Describe the issue, and choose a Category and a Priority
- Attach photos if you have them (up to 5)
- Select Submit Request
Your landlord is notified, and your request starts as Pending. Follow it on its page: your landlord's replies and status changes appear under Updates, and you can reply there while the request is Pending or In progress.
Confirm a repair or reopen it
When your landlord marks your request completed, its page asks whether it's fixed:
- Confirm It's Fixed lets your landlord know the repair worked.
- Still Not Fixed reopens the request. Tell your landlord what's still wrong and select Reopen Request. The request goes back to Pending, and your message appears in Updates.
You can reopen a request within 30 days of its completion. After that, submit a new request.
While a request is completed, replies are closed: confirm it or reopen it instead. A cancelled request can be read but not replied to, and so can a request for a unit you've moved out of.
Related articles
- Send a repair request
Tell your landlord what needs fixing, add photos, follow the request until it's done, and reopen it if it isn't fixed.
- Message your tenants or your landlord
Write to your tenants or your landlord in TenantSee, and how maintenance updates and notifications work.
- Add and edit units
Create and manage rental units, track details, and organize unit-level data
Still stuck?
Email [email protected] or use the contact form.
If you're a tenant, questions about your rent or repairs go to your landlord, not to TenantSee.