Maintenance requests keep a resident's issue, photos and progress together. You can handle a request yourself, assign someone from the property's team, and update the resident without leaving the request's details.
Find a request
- Open the Maintenance tab. Landlords can use the property selection on Home to narrow the list.
- Choose All or a status filter, then tap a request.
- On the request screen, review Resident, Submitted, Assigned to and Description. Any photos submitted with the request appear below the description.
The request heading includes its request number and category. Its status and urgency are shown separately, so a high-urgency request can still be awaiting work.
Update progress
- Open the request and find Update Status.
- Tap the status that describes the current stage. The change is saved when you tap it; there is no separate save step.
- Check Activity to see the recorded status changes, their times and who made them.
The available statuses are:
- Submitted: the initial status of a new request.
- Scheduled: a request marked for scheduled work.
- In Progress: work is underway.
- Completed: work has been marked complete.
A status update creates a notification for the resident. The same request remains available in the list after completion; use Completed to find it.
Assign someone, if needed
- Under Update Status, open Assign to (optional).
- Choose Assign to me to take the request yourself, or choose a member of that property's team.
Assigning a Submitted request changes it to Scheduled. Other statuses stay as they are. Assignment is optional: you can change the status and contact the resident while the request remains unassigned.
Contact the resident
Tap Message Resident at the bottom of the request. It opens that resident's conversation, where you can ask for details or discuss the work.
Good to know
- Landlords and property managers can update status and assign requests within their property access. Maintenance staff can also update status.
- Residents can see their own requests, but do not get the management status controls.
- For help using the app, email hey@hellonido.com.
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