How do maintenance requests work?

Choose Maintenance under Property management. It answers what is broken in the homes you look after, who is dealing with it, and what is still outstanding — and it keeps the whole history for each home, which is the part that matters a year later when the same boiler fails again.

Reporting a problem

• Choose Report a problem.
• Choose the Unit and write What is wrong.
• Add Details if there are any.
• Choose the Kind of problem — plumbing, electrical, appliance, heating and cooling, structural, pests, grounds, locks and security, cleaning, or something else.
• Choose the Priority — Urgent, High, Normal or Low.

Photos are added once the request exists rather than on the form, so the report is filed the moment you know about it and the pictures follow. Each photo opens through a fresh private link; removing one takes it off the request and keeps the file, because a photo is evidence of the state a home was in on a date.

Priority sets the target, and the target is fixed

Each priority carries its own target, counted from the day the problem was reported: one day for Urgent, three for High, fourteen for Normal and thirty for Low. A request still open past its target is badged Past the target, and a resolved or called-off one never is. The targets are the same for every account and cannot be changed.

The figures above the list count your whole agency rather than the list you are looking at: how many are urgent, how many are past the target, and how many are outstanding.

Working through one

The status moves from Reported through Acknowledged, Scheduled and In progress to Resolved, or to Called off. Resolving asks for the date the work was actually finished — which may not be today — and what was done; the CRM records who said so and when. Calling a request off clears that name again, because nobody fixed anything and no name belongs against work that was not done.

Take this on assigns the request to you, and Hand it back releases it. It needs the right to assign, and it assigns to you rather than to a colleague you pick.

Show defaults to Outstanding, so the screen opens on the work rather than on the archive. The other views are Past the target, Everything, each of the six statuses, and Archived. Filtering by unit also adds "Everything reported for this home", which is that home's history oldest first.

What is not here, on purpose

• No cost, quote, estimate, budget or invoice. There is no amount anywhere on a maintenance request, and Housing Market never bills for the repair, takes a share of it or moves money between an owner, a tenant and a contractor.
• No contact with the contractor. Nothing here emails, messages or notifies a tradesperson — they are not a user of your CRM.
• No tenant reporting. There is no tenant portal and no form a tenant can fill in; somebody in your office files the request.
• No appointment or visit date. Scheduled is a status word, not a calendar entry.
• No reminder. Unlike rent, maintenance raises no notification when a target passes — the badge on the list is what tells you.

Nothing is deleted. Archive takes a request off the list and Restore brings it back, with its photos, its history and the name of whoever resolved it.