Requests
Creating and managing maintenance requests
Maintenance requests can be created by you or submitted by tenants through their portal. This guide covers managing requests from creation to completion.
Creating Requests
As a Landlord
Navigate to Maintenance
Click Maintenance in the sidebar, then click Add Request.
Select Property
Choose the property where the maintenance is needed.
Describe the Issue
Provide a clear title and detailed description of the problem.
Set Priority
Choose the appropriate priority level based on urgency.
Add Photos (Optional)
Upload photos documenting the issue.
Save
Click Save to create the request.
Tenant Submissions
Tenants can submit requests through their portal:
Tenant Logs In
Tenant accesses their portal at the same URL as landlords.
Navigates to Maintenance
Clicks Maintenance in their dashboard.
Submits Request
Clicks Submit Request and fills in:
- Brief title (e.g., "Leaking faucet in bathroom")
- Detailed description of the issue
- Photos of the problem (highly recommended)
You're Notified
You receive an email and in-app notification of the new request.
Encourage tenants to include multiple photos when submitting requests. This helps you assess the urgency and prepare for the repair before visiting.
AI-Suggested Requests
Rentigo may suggest maintenance requests based on:
- Meter Anomalies — Unusual water consumption might indicate a leak
- Equipment Alerts — Service reminders from tracked appliances
- Pattern Detection — Recurring issues at a property
You'll receive a notification with the suggested issue. Review and create the request if appropriate.
Request Details
Each request contains:
| Field | Description |
|---|---|
| Title | Brief description (e.g., "Leaking faucet") |
| Description | Detailed explanation of the issue |
| Property | Which property is affected |
| Reporter | Who submitted (tenant name or "Landlord") |
| Priority | Urgency level |
| Status | Current progress |
| Photos | Images of the issue |
| Notes | Communication log |
| Costs | Expenses incurred |
| Dates | Created, scheduled, completed |
Managing Request Status
Open Request
Click on a request to view its details.
Update Status
Click Update Status and select the new status.
Add Notes
Record what was done, parts ordered, or next steps.
Notify Tenant
Toggle whether to notify the tenant of the update.
Save
Click Save to record the changes.
Status Workflow
A typical request flows through these statuses:
Open → In Progress → Completed
↓
Pending (if waiting)
↓
In Progress → Completed
Status Descriptions
| Status | When to Use |
|---|---|
| Open | New request, reviewing or scheduling |
| In Progress | Actively working on the repair |
| Pending | Waiting for parts, contractor, or tenant access |
| Completed | Work finished and verified |
| Cancelled | No longer needed (duplicate, resolved itself) |
Communication
Keep tenants informed throughout the process:
Adding Notes
- Open the request
- Click Add Note
- Type your update (e.g., "Plumber scheduled for Tuesday 10am")
- Choose whether to notify the tenant
- Click Save
Notes are timestamped and form a complete communication history. Both you and the tenant can refer back to them.
Tenant Notifications
Tenants are notified when:
| Event | Notification |
|---|---|
| Status Change | Always |
| Note Added | If you choose |
| Request Completed | Always |
| Scheduled Date Set | Always |
Tenant Questions
Tenants can ask Rigo questions about their maintenance requests:
- "What's the status of my faucet repair?"
- "When is the plumber coming?"
- "Has my request been seen?"
Rigo uses the request notes and status to answer questions, so keeping notes updated helps reduce direct inquiries.
Photo Documentation
Photos are valuable for maintenance:
When to Take Photos
- Before — Document the issue as reported
- During — Show progress of complex repairs
- After — Prove work was completed
Adding Photos
- Open the request
- Click Add Photo
- Upload or take a photo
- Add an optional caption
- Save
Photos are visible to both you and the tenant (unless marked as private).
Scheduling Work
For each request, you can record:
| Field | Purpose |
|---|---|
| Scheduled Date | When work will be done |
| Time Window | Morning, afternoon, specific time |
| Assigned To | Who will do the work |
| Estimated Cost | Budget for the repair |
When you set a scheduled date, the tenant is notified automatically.
Working with Contractors
When using external contractors:
Create/Update Request
Ensure the request has full details and photos.
Record Contractor
Add contractor name and contact to notes.
Set to In Progress
Update status when contractor begins work.
Track Access
Note if tenant needs to provide access.
Record Costs
Enter the contractor's invoice amount.
Complete
Mark complete when work is verified.
Cost Tracking
Track expenses for each request:
- Estimated Cost — Set when scheduling
- Actual Cost — Recorded when completed
- Cost Breakdown — Labor, parts, contractor fees
- Receipt/Invoice — Upload documentation
Consistent cost tracking helps with budgeting, tax deductions, and identifying expensive properties.
Completing Requests
When work is finished:
Verify Completion
Confirm the issue is fully resolved (in person or via tenant confirmation).
Add Completion Photos
Upload "after" photos showing the repair.
Record Final Cost
Enter the actual cost of the repair.
Add Completion Notes
Document what was done and any warranty information.
Mark Complete
Change status to "Completed".
The tenant is automatically notified of completion.
Request History
All requests are preserved in history:
- View past requests by property
- Search by date range, status, or keyword
- Track spending on maintenance over time
- Identify recurring issues
- Export for tax purposes
Viewing History
- Go to Maintenance
- Toggle Show Completed or filter by status
- Use date filters for specific periods
- Click any request to view full details
Best Practices
- Respond quickly — Acknowledge requests within 24 hours, even if you can't fix immediately
- Set expectations — Give tenants realistic timelines
- Document everything — Photos before and after, all costs, detailed notes
- Communicate proactively — Update tenants before they have to ask
- Follow up — Check with tenants after completion to ensure satisfaction
- Identify patterns — Recurring issues may indicate larger problems
- Track costs — Consistent recording helps with budgeting and taxes
Next Steps
- Tenant Access — Tenant submission process
- Equipment — Track appliances and service schedules (Pro)
- Analytics — View maintenance spending trends