Workflow Template

Property Maintenance Request Workflow

Captures maintenance requests from tenants or staff, triages by urgency, obtains contractor quotes and owner approval when needed, schedules the work, tracks completion, and keeps the requester informed throughout via status updates and emails.

A tenant reports a leaking pipe at 11pm, and by the next morning your team is chasing quotes, checking with the owner, and trying to remember to update the tenant — this workflow takes that scramble off your plate. It captures every request through a simple form, automatically sorts emergencies from routine jobs, routes quotes to the property owner when needed, and keeps the requester informed by email at each stage without anyone having to remember to send an update. Your property manager and contractors just work through their assigned tasks, while the record's timeline and status keep everyone else in the picture.

Business Outcomes

Faster response to urgent maintenance issues through automatic emergency routing
Fewer missed updates, since requesters get automatic emails at acknowledgement, scheduling and completion
Clearer accountability with contractor quotes and owner approval tracked on the record
Less manual chasing, as triage, quoting, scheduling and completion tasks are assigned directly to the right people
Better visibility into request status and history through the record timeline and dashboards

Workflow Steps

Steps

1
Create Maintenance Request Recordcreate record
Registers the submitted maintenance request as a record.
2
Set Status to New Requestupdate record
Sets the request status to New Request.
3
Email Acknowledgementsend email
Sends the requester an acknowledgement email with their reference number.
4
Route on Urgency
Routes to an emergency or standard triage task based on urgency.
urgency: "Emergency"→Emergency Triage Task
Default→Standard Triage Task
5
Emergency Triage Taskcreate task
Property manager triages the emergency request within 1 day, assigning a contractor and quote requirement.
6
Standard Triage Taskcreate task
Property manager triages the non-emergency request within 3 days, assigning a contractor and quote requirement.
7
Save Triage Outcomeupdate record
Persists the assigned contractor and quote requirement to the record.
8
Route on Quote Requirement
Routes to the contractor quote task if a quote is needed, otherwise proceeds to scheduling.
quote_needed: "Yes"→Contractor Quote Task
quote_needed: "No"→Scheduling Task
Default→Scheduling Task
9
Contractor Quote Taskcreate task
Contractor provides a quote amount and scope within 3 days.
10
Save Quote Detailsupdate record
Persists the quote amount and scope to the record and updates status.
11
Property Owner Approves Quoterequest approval
The property owner reviews and approves or rejects the contractor's quote.
12
Route on Quote Approval
Routes to scheduling if the quote is approved, or to the rejection notice if not.
approval_status: "approved"→Scheduling Task
approval_status: "rejected"→Set Status to Not Approved
Default→End
13
Set Status to Not Approvedupdate record
Sets the request status to Not Approved.
14
Email Requester Not Approvedsend email
Notifies the requester that the work was not approved.
15
Scheduling Taskcreate task
Property manager schedules the work within 2 days, recording the date and time.
16
Save Schedule and Set Status to Scheduledupdate record
Persists the scheduled date and time and sets the status to Scheduled.
17
Email Requester Scheduled Date and Timesend email
Notifies the requester of the scheduled date and time for the work.
18
Contractor Completion Taskcreate task
Contractor records work completion notes, photos, and invoice amount with no fixed due date.
19
Save Completion Details and Set Status to Completedupdate record
Persists work completion notes, photos, and invoice amount, and sets the status to Completed.
20
Email Requester Work Completesend email
Notifies the requester that the maintenance work is complete.

Fields

Show all 20 fields

FormMaintenance Request Form

Requester Name*· Text
Requester Email*· Email
Requester Phone*· Phone
Property*· Text
Location in Property*· Text
Issue Type*· Choice
Description*· Long text
Urgency*· Choice
Access Details· Long text
Photos· File upload

TaskEmergency Triage Task

Assigned Contractor*· Text
Is a Quote Needed?*· Choice

TaskContractor Quote Task

Quote Amount*· Number
Quote Scope*· Long text

TaskScheduling Task

Scheduled Date*· Date
Scheduled Time*· Text

TaskContractor Completion Task

Work Completed Notes*· Long text
Completion Photos· File upload
Invoice Amount*· Number

Other fields

Request Status· Choice

Requester Name*
Requester Email*
Requester Phone*
Property*
Location in Property*
Issue Type*

Forms

Maintenance Request Form

10 fields

Data Views

Maintenance Requests

property, issue_type, urgency, scheduled_date +1 more

Dashboard Widgets

Requests by Status

Recommended integrations

Setup the following integrations to extend workflow capability.

Send email in the workflow
AWS SES

property maintenance requestmaintenance requesttenant maintenanceproperty repairfacility maintenance

Similar Workflows

Work Order Workflow Property Inspection Workflow Contractor Onboarding Workflow

Similar Categories

Maintenance Operations Management Handyman & Property Maintenance Trades & Home Services

FAQs

Do I need any technical setup to start using this workflow?

No — this is a ready-to-use template, so your workspace can publish it and start taking maintenance requests within minutes. There's no installation or development project involved; you just publish it and share the request form link with tenants or staff.

Can my team customise how urgent requests are triaged?

Yes, you can adjust the workflow by describing the change you want in plain English, or by editing the steps directly in the workflow editor. For example, you could change the response time targets on the triage tasks, and earlier versions of the workflow are always kept so you can review past changes.

Who is involved in handling a maintenance request from start to finish?

The property manager handles triage and scheduling tasks, and is assigned the emergency or standard triage task depending on urgency. Contractors are assigned the quote task and the completion task, and the property owner reviews and approves or rejects quotes when one is required.

What happens if a request is marked as an emergency?

Emergency requests are routed to a dedicated triage task with a 1-day target, rather than the standard 3-day triage task for non-urgent issues. From there, the process for assigning a contractor and deciding whether a quote is needed is the same.

Is a contractor quote always required?

No — during triage, the property manager decides whether a quote is needed for that specific job. If a quote is needed, the request routes to the contractor quote task and then to owner approval; if not, it goes straight to scheduling.

What happens if the property owner rejects a quote?

If the quote is rejected, the request's status is set to Not Approved and the requester automatically receives an email letting them know the work won't be going ahead. If it's approved instead, the request moves straight on to scheduling.

Does the requester need to create an account to submit or track a request?

No — tenants and staff submit requests through a public request form and don't need an account. They're kept informed automatically by email at acknowledgement, scheduling, and completion stages.

Is this workflow suitable for both routine repairs and urgent issues?

Yes, the workflow is built to handle both, using urgency-based routing to send emergency issues to a faster triage task while routine requests follow a standard 3-day triage timeline. Both paths then continue through the same quoting, approval, scheduling and completion steps.

How do we know the status of a request at any point?

Every request is saved as a record with a reference number, a current status such as New Request, Scheduled, or Completed, and a timeline showing what's happened so far. Table views and dashboards let your team see requests grouped by status across the whole workspace.

What information gets saved on the record versus staying with a task?

Anything entered on a task the workflow waits for — like the assigned contractor, quote amount, scheduled date, or completion notes — is saved directly on the record. This means details from triage, quoting, scheduling and completion all build up in one place, visible in the record's history.

Ready to use this workflow?

Create a free account and customise this workflow for your business.