Report a maintenance problem
Tell your landlord about a problem in your home, follow its status and delete the request while it is still open.
Before you start
You need to be linked to a lease: see Get into your tenant portal. You report a problem against one of your properties and units, so the lists in the form come from your leases. A lease that has ended no longer offers its unit.
1. Open the request form
In the menu, select Maintenance Requests, then Report request. The page is titled "Submit a Maintenance Request".
2. Describe the problem
Fill in the form:
- Title: a short summary, for example "Leaking kitchen tap". Required.
- Description: what is wrong, where, and since when. You can leave it empty, but a few details help your landlord send the right person.
- Severity: Low, Medium or High. Required. It tells your landlord how urgent it is for you.
- Property and Unit: choose the property first, then the unit. Both are required.
3. Save
Select Save. You see "Maintenance request submitted successfully!" and your landlord's team is notified. The request starts as Open.
What happens next
Your landlord's team takes the request and changes its status. Each time it changes, you get a notification, and the status on the request changes too:
- Open: sent, not picked up yet.
- In Progress: your landlord is dealing with it.
- Done: the work is completed and the request is closed.
- Resolved: the issue is fixed and the request is closed.
- Not Resolved: the request stays open.
Find all your requests under Maintenance Requests. Search by title, or use the filters to show only some statuses or severities. Your dashboard lists the ones still open under "Open Requests".
Edit a request
While a request is Open, you can correct it. Open it, select Manage, change the Title, Severity or Description, and select Save. The property and unit can't be changed. If you picked the wrong unit, delete the request and report it again.
Delete a request
You can delete a request only while it is Open. Open it, select Manage, then Delete Request at the bottom of the page and confirm. Once your landlord's team has started on it, the request is locked and you can't delete it.
Common problems
My property or unit isn't in the list
The lists only offer the properties and units of your leases. If your lease has ended, or your landlord's organization is still in setup, nothing is offered. Ask your property manager.
The form won't save
Check the title (at least two characters), the severity, the property and the unit. All four must be filled. The error appears under the field that needs attention.
Nobody has answered my request
Write to your landlord's team through Chats, or call them, and mention the title of your request. Only your landlord's team can change its status or send someone.
I can't change or delete my request
Once the status is no longer Open, the request is locked. Tell your landlord's team through Chats if something changed.