Urgency Levels

When tenants submit maintenance requests, they select an urgency level. This helps you prioritize what needs attention first.

Urgency levels

Routine

Can wait a few days. Things like a dripping faucet, a sticking door, or a light fixture that needs replacing. Important but not time-sensitive.

Urgent

Needs attention soon. Issues that affect the tenant's comfort or could get worse — a broken dishwasher, a malfunctioning thermostat, or a significant leak that's contained but needs fixing.

Emergency

Immediate safety risk. Situations that threaten health or safety — burst pipes causing flooding, no heat in winter, gas leaks, electrical hazards, or broken locks on exterior doors.

How to handle each level

• Routine — address within a few days to a week. Schedule at your convenience.
• Urgent — aim to respond within 24-48 hours. Acknowledge the request quickly even if the repair takes longer.
• Emergency — respond immediately. If you can't fix it yourself, call your vendor right away. Many states require landlords to address emergency maintenance within 24 hours.

Tips

• Set expectations — let tenants know your typical response times for each urgency level
• Emergency requests stand out — they're highlighted in red on your maintenance page so you don't miss them