Tenant Maintenance Requests

The process

Every request moves down these steps in order.

What it records

These fields come with the template. Add your own, rename them, or delete the ones you do not use.

• Property addresstext
• Tenantcontact
• Requestnotes
• Urgencydropdown
• Tenant photosfile
• Access instructionstext
• Ownercontact
• Approved by ownertext
• Approved limitnumber
• Tradie quotefile
• Tradiecontact
• Booked fordate
• Completion notesnotes
• Tradie invoicefile
• Tenant notified bytext

Step by step

The documentation below ships with the template. It is what your team reads on the step itself while they are doing the work, not a manual filed somewhere else.

1. 01

   Lodged

   The tenant has reported something that needs fixing.

   Required before the job can move on

   • Property address
   • Tenant
   • Request
   • Urgency
   • Owner

   Also on this step, but optional: Tenant photos, Access instructions.

   Purpose

   Capture the request clearly enough that the owner can approve it without a back-and-forth.

   Tasks

   1. Enter the Property address, pick the Tenant and pick the Owner.

   2. Describe the Request in the tenant's words, plus anything you learnt on the phone.

   3. Set the Urgency. Burst pipes, no hot water, gas leaks and serious roof leaks are urgent repairs.

   4. Ask the tenant for Tenant photos and any Access instructions (pets, alarm, best times).

   Gate to advance

   Property address, Tenant, Owner, Request and Urgency must be filled in.

   Notes

   Each state has its own rules for urgent repairs, including what a tenant can arrange themselves. Follow your agency's urgent repairs procedure and record what you did here.

2. 02

   Owner approval

   The owner has agreed to the work and a spending limit.

   Required before the job can move on

   • Approved by owner
   • Approved limit

   Also on this step, but optional: Tradie quote.

   Purpose

   Get the owner's approval in writing before anybody is booked. This is the step that protects the agency.

   Tasks

   1. Send the Owner the request, photos and any Tradie quote.

   2. When they reply, record who approved it and how in Approved by owner (e.g. "Owner, by email 18 Oct").

   3. Enter the Approved limit in dollars.

   Gate to advance

   Approved by owner and Approved limit must be filled in. No approval, no tradie.

   Notes

   If your management agreement lets you spend up to a set amount without asking, write that in Approved by owner (e.g. "Under agreement limit") so the reason is on record.

3. 03

   Tradie booked

   A tradie has a date to attend.

   Required before the job can move on

   • Tradie
   • Booked for

   Purpose

   Book the work within the approved limit and tell the tenant when to expect someone.

   Tasks

   1. Pick the Tradie and set Booked for.

   2. Give the tradie the Access instructions and the Approved limit. Ask them to call before going over it.

   3. Tell the tenant the date, giving the notice your state requires for entry.

   Gate to advance

   Tradie and Booked for must be set.

   Notes

   If the tradie finds more work on site, go back to the owner for a new approval before it goes ahead.

4. 04

   Done

   Work finished, tenant told, invoice on file.

   Required before the job can move on

   • Completion notes
   • Tenant notified by

   Also on this step, but optional: Tradie invoice.

   Purpose

   Close the loop with the tenant and keep a record for the owner and the next routine inspection.

   Tasks

   1. Write what was done in Completion notes.

   2. Confirm with the tenant that it is fixed and record who told them in Tenant notified by.

   3. Attach the Tradie invoice and pass it on for payment from the owner's funds.

   Gate to advance

   Completion notes and Tenant notified by must be filled in. Archive the request once the invoice is paid.

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