How do I track maintenance requests?
Quick answer
Track maintenance requests by funneling every report, no matter how it arrives, into one ticketing system. Log each request with a date, photos, a clear status, and the assigned vendor, then update it until the work is closed. A single written trail stops requests from slipping and gives you proof of what happened and when.
Use one intake channel, not five
The biggest reason repairs slip is scattered intake. One request arrives by text, another by email, a third in a hallway conversation, and none of them live in the same place. The fix is to route everything into one system, even if tenants still report in different ways.
Pick a single tool of record. When a tenant texts or calls, log it there right away so the ticket exists the moment you learn about the problem. One source of truth means nothing depends on your memory or a buried message thread.
What to capture on every request
A good ticket answers who, what, when, and where without you having to dig. Capture these fields on every request:
- The property and unit affected.
- The date and time the issue was reported.
- A clear description of the problem, with photos or video when possible.
- Urgency, so habitability issues rise to the top.
- The assigned vendor or handyman.
- Status, moving from open to scheduled to completed.
- The final cost and receipt for your books.
Photos are worth the extra step. They help a vendor arrive prepared and settle any later dispute about the condition.
Set up a workflow that closes the loop
Tracking is not just a list. It is a flow that moves each request from reported to resolved.
- Confirm receipt with the tenant so they know it is in the queue.
- Triage by urgency and assign the right vendor.
- Schedule the work and note the appointment.
- Update the status as the job progresses.
- Close the ticket once the tenant confirms the fix, then file the cost.
Closing the loop with the tenant is the step most landlords skip. A quick confirmation prevents the same issue from being reported twice.
Why a written trail protects you
A tracked history is more than tidy. If a tenant later claims you ignored a problem, your log shows the report date, your response, and the repair. That record is your best evidence in a dispute, and it doubles as clean data for your taxes.
Habitability rules and response expectations vary by state, so a documented timeline also helps you show you acted reasonably. When a repair touches a legal obligation, check your state law guide and keep the paper trail intact.
How Rentari helps
Rentari gives you that single system without the spreadsheet. Every tenant report becomes a tracked ticket through 24/7 Maintenance Triage, complete with photos, urgency, status, and vendor assignment in one view. Tenants who prefer to call reach Luna by Phone, and routine questions get answered by the Luna Tenant AI, so only real work lands on your list.
Because each ticket and its costs live together, closing a repair also keeps your books current. Auto-Accounting ties every expense to the right property, so the same record that tracks the repair also feeds your reporting at tax time. One trail, from the first report to the final receipt.
Related questions
What is the best way to receive maintenance requests?
How long should I keep maintenance records?
Should tenants be able to see request status?
More landlord answers
- How do I handle after-hours maintenance calls?
- How much should I budget for rental maintenance?
- Can a tenant withhold rent for repairs?
- Should I DIY repairs or hire a vendor?
- How do I find reliable contractors for my rental?
- What are habitability requirements for rentals?
This article is general information for landlords, not legal, tax, or financial advice. Rules vary by state and city; verify specifics with the official statute or a licensed professional. See our state law guides.