Maintenance work orders and owner approval

Reports arrive from the tenant portal with photos, or the team logs them from the maintenance page or the property, unit or lease page. Link the property and unit, set the priority and who pays, and assign a team member and a contractor.

The due date follows the priority (emergencies within 24 hours) and can be changed. Every change is kept on the request history, and the tenant sees the status and your replies in the portal.

Set each owner's maintenance approval limit on the owner's page. Owner-paid work above it needs the owner's approval before its cost is recorded. On a property with several owners, the lowest limit applies to the request's total cost.

From the request, choose Ask the owner: the owners get an email and approve or reject in the owner portal. If an owner answers by phone or in person, record the answer and how it came. For an emergency repair that cannot wait, the cost can be recorded with a written reason.

Record the contractor's invoice from the cost card on the request and choose who paid: owner funds are charged to the owner's balance (split by ownership share) and show on their statement, agency-paid costs are recorded as an operating expense, and a tenant who paid the contractor directly is recorded for history only.

Enter the invoice total as paid; the entry and its VAT are previewed before you record. Attach the invoice from photos and documents. If the tenant caused the damage, turn on recovery from the tenant, and when the tenant pays, the owner is credited back. Mistakes are corrected by reversing the cost, not deleting it.

Add repeating work under Recurring maintenance, such as AC servicing every 3 months, and choose how many days ahead the request is raised. A normal maintenance request is created on time and assigned to the chosen contractor and team member.

Maintenance reports show volumes, time to complete, the on-time rate, tenant ratings and cost by category, property and contractor, and each contractor's page shows their track record. Tenants rate the work once it is done, and the team is alerted to a low rating.

Use this article together with dashboard metrics: collection rate, overdue rent, expiring leases, open expenses, owner balances, and alerts.

If the decision affects an owner, tenant, or financial transaction, ask the responsible role to review the record before execution.

Turn the article into a small dashboard action: open the related record, review the data, make the appropriate update, then document the outcome so the rest of the team can see it.

If the action involves a financial, regulatory, owner, or tenant-impacting decision, ask the responsible role to review it before final approval.

This is documented as an available workflow, but results can still vary by user permissions, agency settings, and data quality.

If a step described here is not visible in the agency dashboard, treat it as not enabled for your account and check with your admin or Product.