What Is Maintenance Request?

Why Your Maintenance Request System Matters

Maintenance requests are the number one source of tenant frustration. Not because things break (tenants understand that), but because landlords are slow to respond, fail to follow up, or ignore requests entirely. A survey by tenant advocacy groups consistently shows that poor maintenance response is the top reason tenants move out.

For you as the landlord, every unresolved maintenance request is a liability. An unreported (or ignored) water leak becomes mold. An ignored electrical issue becomes a fire hazard. A complaint about no heat becomes a habitability violation. Document everything, respond promptly, and track completion.

A good maintenance request system also saves you money. When tenants know their requests will be handled, they report small problems early. A small leak reported on Day 1 costs $150 to fix. The same leak discovered 3 months later when the ceiling collapses costs $3,000.

Setting Up Your Request System

Option 1: Email. Give tenants a dedicated email address for maintenance ([email protected] or just your regular email). Simple, free, and creates a written record. Works well for under 10 units.

Option 2: Text/messaging. Many tenants prefer texting. It is fast and creates a timestamped record. The downside: texts are easy to lose in your message history. Screenshot or log important exchanges.

Option 3: Online form. Google Forms or a similar tool where tenants fill out a structured request: unit number, description, urgency level, photo upload. This standardizes the information you receive and makes tracking easier.

Option 4: Property management software. Tools like Buildium, AppFolio, or TurboTenant have built-in maintenance request portals. Overkill for 3 units, valuable for 15+.

Whatever method you choose, the rules are the same: require written requests, acknowledge receipt within 24 hours, and track every request from submission to completion.

Prioritizing Requests

Not every request is equal. Here is how to prioritize:

Emergency (same-day response): No heat in winter, gas leak, water leak causing active damage, electrical hazard, no hot water, broken locks, sewage backup, fire damage. These are emergency repairs and often have legal response requirements.

Urgent (1-3 days): Broken appliance (refrigerator, oven), toilet not working (if only one in unit), AC failure in extreme heat, persistent plumbing issues, pest infestation.

Routine (7-14 days): Dripping faucet, running toilet, minor cosmetic damage, squeaky door, loose cabinet hardware, clogged (but draining) drain.

Scheduled (next visit or seasonal): Paint touch-ups, caulking, weatherstripping, non-urgent exterior work.

Real Example: Handling a Request from Start to Finish

Tuesday 8 AM: Tenant in Unit 3 texts you: "The kitchen faucet is leaking pretty bad. Water is pooling under the sink." She attaches a photo showing water on the cabinet floor.

Tuesday 8:30 AM: You respond: "Thanks for reporting this. I will have a plumber out today or tomorrow. In the meantime, please put a towel or bucket under the leak."

Tuesday 10 AM: You call your plumber. He can come Wednesday morning. You text the tenant: "Plumber will be there Wednesday between 9-11 AM. Will you be home or should I let him in?"

Wednesday 10 AM: Plumber fixes the faucet. Cost: $175. You log the repair: Unit 3, kitchen faucet leak, reported 3/15, fixed 3/16, cost $175, plumber: Mike's Plumbing.

Wednesday 11 AM: You text the tenant: "Faucet is fixed. Let me know if you have any other issues."

Total time from report to resolution: 26 hours. Total communication: 4 messages. Total cost: $175. Tenant satisfaction: high. Documentation: complete. This is how it should work every time.

Common Mistakes

Slow acknowledgment. Even if you cannot fix it today, acknowledge the request. "Got it, I will look into this" within 24 hours shows the tenant you care and prevents frustration from building.

Not tracking requests. If you handle requests in your head, things fall through the cracks. Use a spreadsheet, a notebook, or software. Track: date reported, issue, unit, priority, action taken, date resolved, cost. Check our guide on simple maintenance tracking.

Ignoring "minor" issues. A dripping faucet costs $2/month in wasted water. But ignoring it tells the tenant you do not care about their home. It also means they might stop reporting things entirely, and the next issue might be a major one you never hear about until it is too late.

Not following up after repairs. A quick "Is everything working OK?" text after a repair goes a long way. It catches incomplete repairs before the tenant has to report them again, and it shows professionalism.

Frequently Asked Questions

What if a tenant does not report maintenance issues?

Some tenants avoid reporting problems out of fear of being a burden or worry about retaliation. Make it clear (in the lease and verbally) that reporting issues promptly is expected and appreciated. Regular inspections catch unreported issues.

Can I charge a tenant for repairs they caused?

Yes, if the damage was caused by the tenant's negligence or misuse (not normal wear). A clogged toilet from a child's toy, a broken window from horseplay, or a stained carpet from a pet are tenant-caused. Document the cause, get the repair done, and bill the tenant. Include this policy in your lease agreement.

How do I handle maintenance when I am on vacation?

Have a backup: a trusted handyman, fellow landlord, or contractor who can handle emergencies. Give tenants the backup contact information before you leave. For non-emergencies, let tenants know you will address their request when you return with a specific date.