Tenant maintenance requests

Tenant maintenance requests route into the same Field Service / Property Operations service-cases queue your other ops work flows through — one queue, one assignment workflow, one audit trail.

Tenant side (Customer Portal → Rental → Maintenance):
• "+ New request" with category (Plumbing / HVAC / Electrical / Appliance / Pest / Locks / Other), urgency (Routine / Same-day / Emergency), description, photos.
• Status visible to the tenant: Submitted → Acknowledged → Scheduled → In progress → Completed.
• Tenant can chat back-and-forth on the request (rendered as a thread in the case detail).

Landlord side (Rental → Maintenance, or Property → Work Orders):
• Triage queue. Emergency requests (no heat in winter, water leak, lockout) flag red and notify the on-call.
• Assign to a team member, third-party vendor (linked Vendor in Accounting), or yourself.
• Schedule a visit — auto-emails the tenant the visit window.
• Mark complete when done. Optional photo of the repaired condition for the audit trail.

Cost tracking:
Each work order can carry a cost line — labor hours + parts. When the case closes, the cost can post to Accounting as a Property expense (Repairs & Maintenance), automatically allocated to the right unit/lease via GL dimensions.

Recurring maintenance:
Quarterly HVAC filter changes, semi-annual gutter cleaning, annual pest. Set up a recurring work order in Settings → Maintenance Templates and the system creates the case automatically on cadence.