Repair requests with service levels and work orders
Tenants report repairs with photos from their page or the app. Each request gets a category and urgency, and respond-by and fix-by times from your service levels. It also gets work orders to vendors, a recharge to the tenant when they pay, and the tenant's rating.
PLANSEvery plan
The problem it solves
- Repairs arrive by phone, WhatsApp and email and get lost.
- Nobody knows a request is late until the tenant complains again.
- A repair the tenant caused is fixed and never billed.
How it works
- Set service levels once: for Emergency, High, Normal and Low, hours to respond and hours to fix. Add triage rules: words that set the category and urgency.
- The tenant reports on their page or in the app (up to 6 photos). Or staff log it on the web, in the Staff app or from an inspection.
- Triage rules suggest the category and urgency; respond-by and fix-by are set from the service level. The tenant is told it was received.
- Work it: Assign, Start, Hold with a reason, Done, Close. A request past its times is marked Late and the person handling it is told.
- Raise work orders for vendors when needed. When the work is done and the tenant pays, the cost goes on the lease as a charge to confirm.
- The tenant is told it is done and can rate it (Poor to Excellent), or say Not Fixed, which reopens it.
Everything it does
Request
- What Is Wrong, unit (property fills in), room, lease and tenant found from the unit
- Category: Plumbing, Electrical, Air Conditioning / Heating, Appliance, Doors, Windows, Carpentry, Walls, Painting, Pest Control, Cleaning, Lift, Locks, Security, Internet, TV, Other
- Urgency: Emergency, High, Normal, Low; emergencies sort first
- Source: App, Portal, WhatsApp, Phone, Staff (the default), Inspection, Email
- Who Pays: Owner, Tenant, Landlord (us, the default), Service Charge, Insurance, Warranty
- Access: May Enter Without Tenant, best times, pets at home
- Photos: reported, before, after
Service levels and triage
- Respond Within and Fix Within hours per urgency, one per urgency per Entity
- Triage rules: comma-separated words, category, urgency; the most urgent match wins
- Late flag set by an hourly job; red band on the board
Working it
- States: New, Assigned, In Progress, On Hold, Done, Closed, Cancelled
- Cancel only while New; Reopen after Done or Closed
- Board by status; filters Open, Mine, Emergencies, Late
- Cost from the work orders
Who pays
- Tenant: the final cost of each done work order becomes a charge to confirm, billed with the next rent
- Owner: with owners and client money, the vendor bill is taken from the owner's money
- Other choices are a record
Feedback
- Rating Poor, Fair, Good, Very Good, Excellent and a comment; rating closes the request
- Not Fixed reopens it; reopen count kept
Who uses it
TenantReports with photos, follows the request, rates the work.
Maintenance staffTakes, starts and finishes requests on the web or in the Staff app.
Property managerSets service levels and triage rules and watches late requests.
Where you use it
- Web: Lease > Operations > Maintenance > Maintenance Requests; Lease > Configuration > Upkeep and Checks > Service Levels and Triage Rules
- Tenant web page and the SmartMy Lease app (My Home): report a problem with photos, follow it, rate it. (The app is built and in testing, not in the app stores yet)
- The SmartMy Lease Staff app: Operations > Maintenance > Maintenance Requests, with photos before and after (built and in testing, not in the app stores yet)
- Not taken in from WhatsApp messages: WhatsApp is a source you pick when logging
- SmartMy Desk: a helpdesk ticket about a unit becomes a repair request
What you control
Settings
- No service levels or triage rules come ready: add them, or requests have no respond-by and fix-by times
- Who Pays: Landlord (us) to start with
- Late check: every hour
Approvals
- Maintenance work order: Approve asks the chain, the property managers to start with, with levels by amount, on every plan
- From Growth, the owner of the unit can be a level. The owner's repair limit is checked only when the chain has that owner level with the over-limit condition
Notifications
- Maintenance Request Received: to the tenant who reported it, by email and in-app
- Maintenance Done: to the tenant, by email and in-app
- Maintenance Request Late: to the person handling it (or the property manager), by email and in-app
- These go out at once; each person can switch off a channel, such as email, for themselves; in-app notices always arrive
Works with
SmartMy DeskRepair Request button on a ticket about a unit; the ticket hears when the repair is done.
SmartMy ConstructionA defect within the defect liability period is sent back to the builder as a snag.
Questions
Can tenants send photos?
Yes. From their web page or the app they choose the unit and say what is wrong. They add up to 6 photos, with access notes and best times.How do we know a request is late?
Each request gets respond-by and fix-by times from your service level for its urgency. Past either, it is marked Late and the person handling it is told.Can we charge the tenant for a repair they caused?
Yes. Set Who Pays to Tenant. When the work order is done, its cost becomes a charge to confirm, billed with the next rent.Can repairs over a limit wait for approval?
Yes. Approve asks the Maintenance work order chain. Add a level for work orders above an amount, or from Growth an Owner of the unit level with the over-limit condition. Only then is the owner's repair limit checked.Related features
CHECKS, DEPOSITS AND REPAIRSVendors, vendor bills and the vendor job pageKeep your vendors with their trades, areas, insurance and licence dates. Send a work order, get the quote and approve it. The vendor books, starts, finishes and sends the invoice from a job page by link, with no login. A vendor bill is drafted from the final cost.CHECKS, DEPOSITS AND REPAIRSMove-in, move-out and inspection checks with photos and signaturesWalk the unit at move-in, move-out and in between with a check. Check points are cards answered with one tap. The check takes photos, meter readings, the item list, keys and damage. Your staff sign first and the tenant signs last. The tenant gets the PDF; new damage at move-out becomes proposed deposit deductions.WITH OTHER SMARTMY PRODUCTSHelpdesk tickets become repair requests, with SmartMy DeskWhen your helpdesk in SmartMy Desk gets a ticket about a flat or a shop, pick the unit on the ticket and press Repair Request. The repair request is made in Lease, linked both ways, and the ticket gets a note when the repair is done.REPORTS AND AIAI writes listings and sorts repair requestsPress Write with AI on a listing to get a title, description and photo captions from the unit's facts and photos. Press Sort with AI on a repair request, or let it run on every tenant request. You get the kind, urgency, likely cause, advice for the tenant and the trade needed.REPORTS AND AIMaintenance, vendor and leasing funnel reportsSee where repair money goes by property and kind of work, and which repairs ran late. See what each vendor did and cost, and how enquiries turn into leases.OWNERS AND CLIENT MONEYOwners approve repairs, with their own pages and appOwners sign in to see their units, how long each is let and their statements, on the web and in the SmartMy Lease app. From Growth, a repair over the owner's limit can wait for the owner's approval.
See your buildings on it.
Tell us how many properties and units you have, whether you let your own or manage for owners, and how rent is paid today. We will set up your portfolio with you on SmartMy Lease.