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Maintenance request management in PropManager connects your tenants, vendors, and properties into a single, organized workflow. Instead of juggling texts, emails, and spreadsheets, you get a centralized hub where every request is tracked, categorized, assigned, and resolved — with automatic notifications keeping everyone in the loop at each step.

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How Tenants Submit Requests

Tenants submit maintenance requests directly through their PropManager tenant portal. After logging in, they click Submit a Request from the portal dashboard and fill out a description of the issue, select a category, set a priority, and optionally attach photos. The request is logged instantly in your dashboard the moment it’s submitted, so nothing slips through the cracks.

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Request Lifecycle

1

Tenant submits a request

The tenant provides a description of the issue, selects a category (Plumbing, HVAC, Electrical, General Repair, Appliance, or Other), indicates a priority level, and optionally attaches photos. The request is logged instantly in your dashboard.
2

You receive an email notification

PropManager sends you an email the moment a new request is submitted, with the request summary and a direct link to review it — no need to check the dashboard manually.
3

Review and categorize the request

Open the request in your dashboard to review the details and photos. Confirm or update the category and priority level to ensure it routes to the right vendor. Add any internal notes for your records.
4

Assign to a vendor or maintenance staff

Select a vendor from your saved vendor list or assign the request to an in-house maintenance team member. The assignee receives an automatic notification with the work order details.
5

Vendor updates work order status

As work progresses, the vendor or staff member updates the work order status to Scheduled, In Progress, or Completed. Each status change is timestamped and visible on the request timeline.
6

Mark as resolved and notify the tenant

Once the work is complete, mark the request as Resolved. PropManager automatically sends the tenant a notification confirming the issue has been addressed. The completed work order — including notes, dates, and photos — is archived on the property record.

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Priority Levels

Set the urgency of each request to ensure the right issues get addressed first:
PriorityDescription
LowMinor cosmetic issues or non-urgent repairs that can be scheduled at convenience.
MediumFunctional issues that should be addressed within a few days but are not disruptive.
HighIssues that significantly impact the tenant’s comfort or safety and need prompt attention.
EmergencyImmediate threats to safety, health, or structural integrity (e.g., burst pipe, gas leak, no heat in winter).
When a request is submitted or updated with Emergency priority, PropManager immediately sends an SMS alert to the property owner on file — in addition to the standard email notification. Make sure the property owner’s mobile number is current under Properties → Owner Settings so critical alerts reach the right person without delay.

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Vendor Management

Keep your go-to vendors organized and ready to assign. To add a vendor, go to Vendors → Add Vendor and enter:
  • Name – The individual or company name
  • Trade – Their specialty (e.g., Plumber, Electrician, HVAC Technician, General Contractor)
  • Contact Information – Phone number and email address
  • License Information – License number, issuing state, and expiration date
  • Insurance on File – Toggle to confirm you hold a valid certificate of insurance
Saved vendors appear in the assignment dropdown when you’re triaging a maintenance request. PropManager displays their trade and contact info inline so you can confirm the right person before assigning.

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Work Order Details

Each work order is a complete record of the request from start to finish. A work order includes:
  • Description – The tenant’s original issue description
  • Category and priority – As set or updated by you
  • Assigned vendor – Name, trade, and contact info
  • Scheduled date – When the vendor plans to arrive
  • Status history – A timestamped log of every status change
  • Completion notes – Vendor-entered summary of work performed
  • Photos – Tenant-submitted photos plus any photos added by the vendor upon completion
All work orders are permanently stored on the property record, giving you a full maintenance history for every unit — useful for lease renewals, property sales, or insurance claims.
Speed up your triage process by setting up auto-assignment rules for common request types. Go to Settings → Maintenance → Auto-Assignment to map specific categories (e.g., all Plumbing requests) to a default vendor. When a matching request comes in, PropManager assigns it automatically and notifies the vendor — you only need to step in for exceptions.

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Next Steps

Learn how to create maintenance schedules for preventive work, review vendor performance, and generate maintenance cost reports. → Handling Maintenance