Submitting and Tracking Maintenance Requests

Report an issue on your unit, get an instant AI triage, and follow the request through to completion — all from one place.

Go to Maintenance →

Submitting a request

From Maintenance → New Request, fill in:

• Issue Title — a short summary, up to 150 characters (e.g. "Kitchen sink is leaking under the cabinet").
• Detailed Description — required, and must be at least 20 characters. The more detail you give (when it started, how severe it is, whether anything is damaged), the better the AI triage and cost estimate will be.
• Priority — pick one of four starting levels: Emergency (immediate safety risk — gas leak, flooding, electrical fire, no heat in winter), High (significantly impacts habitability — broken AC in summer, major leak, no hot water), Normal (uncomfortable but not urgent), or Low (cosmetic or preventative). The AI can override your selection — see below.
• Photos — optional, up to 3 images (JPEG, PNG, WebP, or HEIC), 10 MB max each before your browser compresses them for upload. Photos help the AI analyze the issue more accurately and are visible to any service professional invited to the job.

AI triage — automatic, on every request

Every request you submit is immediately analyzed by AI, which notifies your landlord right away. The triage result gives you:

• A plain-language summary of the issue.
• A category (plumbing, electrical, HVAC, appliance, structural, pest, or other).
• A confirmed or adjusted priority — if the AI detects an emergency, your request is automatically upgraded to Emergency priority even if you selected something lower.
• An estimated cost for the repair, when the AI can produce one.
• A recommended action and the type of specialist (“suggested vendor category”) your landlord should look for.

Tracking status

Every request moves through a fixed set of statuses, shown as a badge on the list and detail pages:

• Open — submitted, not yet assigned to anyone.
• Assigned — your landlord has created a work order and assigned a vendor (or entered an outside vendor's name).
• In Progress — the vendor has started work.
• Completed — the job is finished and closed out.
• Cancelled — the request was withdrawn.

Alongside status, each request also shows a priority badge (Emergency / High / Normal / Low) using whichever value is current — the AI-suggested priority if one exists, otherwise your original selection. If the AI has classified a category (plumbing, electrical, etc.), that appears as its own badge, and the AI's summary sentence is shown right under the request title on the list page.

Once a vendor is assigned

When your landlord creates a work order for your request, a Work Order section appears on the request's detail page (and a short vendor line on the list page). What you can see there:

• The vendor's name — either the business name of a platform service professional, their full name, or an outside vendor name your landlord typed in manually.
• A scheduled date/time, if your landlord or the vendor has set one.
• A completed date, once the job is marked done.
• Any notes the vendor or landlord attached to the work order.

Managing and removing requests

You can permanently remove a request using the trash icon on the list or detail page, but only while it's still safe to do so: removal is only available when the request has no work order attached and its status is Open or Cancelled. Once a vendor has been assigned, or the job has moved to In Progress or Completed, the option disappears and the request stays in your history permanently — useful if the same issue recurs later. Removal asks for a confirmation before deleting, and this action cannot be undone.

Photos on your request

Any photos you uploaded when submitting are shown in a gallery on the request's detail page, alongside the description you originally wrote and the exact date/time you submitted it.