How Issues Work

Understand how to create maintenance issues and interpret your list of open issues.

An issue is a new piece of information about the physical condition of a property. It could be severe and require immediate service, potentially severe and require careful tracking, or cosmetic and non-urgent. All issues across all of your units in your Dashboard and can be filtered by location and status.

Submit issues

You can create an issue using the Dashboard.

A maintenance issues are created by owners, tenants and service providers.

  1. Tenants report issues either as part of a guided inspection or as a standalone report . By your tenants as a singular report:** Tenants are encouraged to report all issues as soon as they notice them.
  2. By your tenants during an inspection: Tenants are required to conduct move-in and move-out inspections. Each inspection aggregates multiple new issues and updates old issues.
  3. By you: You can report an issue at any time either by conducting your own property inspection or creating an individual issue.
  4. By a third-party during an inspection: You can invite a contractor, colleague, or friend to inspect a unit. They will be guided through the steps to create new issues and update outstanding ones.

Lifecycle of an issue

Issues move through different statuses from the time that they're created until they're resolved and paid for. As issue changes status based on Caretaker's evaluation procedures.

EvaluationCaretaker is evaluating urgency level
TrackingThis means that it has been classified as discretionary
in-progressService has been requested
pending approvalThe cost has exceeded your spending limits Approve or deny
resolvedService completed
paidService provider has been paid

Since the system is designed to collect and track all types of issues, including those that don't warrant immediate responses but should be tracked going forward, you can expect to see an issue remain in the tracking phase for long periods of time.

Once an issue has been marked as resolved, documentation of work will be emailed to you and its status will change to resolved and then paid.

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