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For property managers

Handle maintenance requests

Find, read and update the maintenance requests tenants report, and log one yourself.

Before you start

Maintenance requests are how a leaking roof or a broken lock gets from a tenant to you, and how the tenant finds out it's fixed. Tenants report them from the portal. You can also log one yourself, for example when a caretaker spots a problem during a visit.

  • Everyone on your team can open Maintenance Requests, read every request in your organization and log new ones.
  • Changing a request's status or details is limited to Owners and Administrators. Managers and Caretakers can only change the requests they logged themselves.
  • Requests are tied to a property, so Add a property first if you haven't.
  • OneView has no assignee field and no comments on a request. You track progress with the status, and the tenant sees that status in their portal.

1. Find the request

In the menu, select Maintenance Requests. The newest requests come first. Each card shows the title, its severity and status, the property and unit, and the date it was submitted.

  • Type in the search box to find a request by its title.
  • Select Filters to narrow the list by Status, Severity or Property. You can pick several values in each. Select Apply to apply them, or Clear to start over.

To see what still needs work, filter on Open, In Progress and Not Resolved.

2. Read the request

Select View on the card. The page shows the description, who submitted it and when, and the property and unit. Owners and Administrators also see an Activity panel listing every change made to the request and by whom.

3. Update the status

When you start work or finish it, tell the tenant through the status. Select Manage on the card. If you don't see it, jump to the problems below.

  1. In Status, choose the new status. For example In Progress when the repair has started, or Done when the work is complete.
  2. Change Severity, Title or Description if the request needs correcting.
  3. Select Save changes. You return to the list with "Maintenance request updated successfully!"

The property and unit can't be changed once the request exists. The statuses are explained in Severity and status.

4. Log a request yourself

On the list, select Report request, then fill in:

  • Title: a short name, such as "Leaking kitchen roof".
  • Description: what's wrong and where.
  • Severity: how urgent it is.
  • Property: choose the property. A request can't be saved without one.
  • Property Unit (Optional): pick the unit if the problem is in one. This field unlocks once you've chosen a property.

Select Submit Request. A new request starts as Open, and you land on its edit page with "Maintenance request submitted successfully!"

What happens next

When a tenant reports a request, your active team members get a notification: "New maintenance request reported: “Leaking kitchen roof”." A request you log yourself doesn't notify your team.

Each time you change a status, the person who submitted the request gets a notification such as "Maintenance request “Leaking kitchen roof” is now In Progress." You don't get one for your own change.

Once a request is no longer Open, the tenant can't edit or delete it any more.

Common problems

I don't see the Manage button

You are a Manager or Caretaker, and the request was submitted by someone else. You can read it, but only Owners and Administrators can change it. Ask one of them to update the status.

Can I assign a request to someone or add a comment?

No. A request has no assignee and no comment thread. Use the status to show where the work stands, and the Description to add detail. Owners and Administrators can read the change history in the Activity panel.

I can't delete a request

Only an Open request can be deleted. Open it with Manage and look for Delete Request under Danger Zone. Owners and Administrators can delete any open request. Anyone else can delete only their own. Deleting can't be undone, so set a finished request to Resolved instead.

A tenant says they can't change their request

Tenants can edit or delete their request only while it is Open. After you move it to any other status, it's locked for them. If something needs correcting, an Owner or Administrator can do it from Manage.