How to handle a tenant maintenance request
The first message often arrives while you are doing something else. Before you start calling contractors, get the facts in one place. These five steps help you avoid repeated questions and missed approvals.
01
Get the facts
Ask what is happening, when it started, whether it is getting worse, and whether there are photos. Confirm the property, a contact number and times the renter can provide access. If anyone faces immediate danger, direct them to the appropriate emergency service first.
02
Identify the next safe step
Some issues can be clarified with a simple check; others need a qualified professional. Avoid asking a renter to perform risky electrical, gas, structural or other specialist work. Record what has already been tried so a vendor does not start from zero.
03
Contact the right vendor
Choose a vendor who handles this type of repair and serves the property’s area. Share the issue, photos and any checks already completed. Ask about availability, diagnostic fees and whether the quoted price covers the full repair, so you have the details you need before approving the next step.
04
Approve a clear next step
Review the scope, fee and timing. Confirm what you have approved, then confirm the appointment with both vendor and renter. A proposed slot is not a booked visit until the vendor accepts it.
05
Close the loop
Check that the work was completed, retain the invoice and pay the vendor using their instructions. Keep the request and communication together for future reference.
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ShadowKey coordinates these steps and brings you in for approvals under your settings. [See how it works]