How to handle maintenance requests

Step by step

1. 1

   Step 1: Open the tenancy and go to "Maintenance".

   Each request shows its title, description and "Priority". Read these before you reply.

2. 2

   Step 2: Check "Photos" and press "Open file" where shown.

   Photos added by your tenant appear with the request. Use "Open in a new tab" to view a file from its private link.

3. 3

   Step 3: Choose the right "Request status".

   The choices include "Open", "In progress", "Resolved" and "Cancelled". Pick the one that reflects what has happened.

4. 4

   Step 4: Add "Landlord response (optional)" and press "Update request".

   Tell the tenant what you are doing about the problem. The saved response appears with the request.

5. 5

   Step 5: Use "Message" and press "Send message" for a follow-up.

   Use this separate form for the conversation about this request. Check the messages shown below the request for replies from your tenant.

Keep the request up to date

Read the thread before sending another message. Keep each message about the repair so both sides can follow it.

When work changes, return to "Request status" and save it with "Update request". Sending a message does not save a status change.

If there are no requests

The page says "There are no maintenance requests for this tenancy." when none are listed.

Read next

• RepairsHow to report a repair to your landlordOpen "Maintenance" on your tenancy page. Describe the problem and press "Open request". You can then add photos and send messages to your landlord.
• Payments and recordsHow to add charges and the tenancy agreementUse "Add charge" for other charges on the tenancy. Upload your agreement under "Documents" so your tenant can open it from their account.