How to triage incoming requests, set realistic timelines, and keep tenants informed.
Why Priority Setting Matters
Not all maintenance requests are equal. A burnt-out light bulb and a gas leak both come through the same system — but they require wildly different response times. A clear priority framework protects your tenants and your legal standing.
Priority Level Guide
🔴 Urgent
Definition: Poses immediate risk to health, safety, or habitability.
Examples: Gas leak, no heat in freezing weather, flooding, electrical sparks, no hot water (in some jurisdictions), sewage backup.
Target response: 2–4 hours. Call contractors immediately. Tenant may have legal right to withhold rent or vacate if unresolved.
🟠 High
Definition: Significantly impacts tenant quality of life.
Examples: AC failure in summer, refrigerator not working, exterior door not locking, significant water leak.
Target response: Same day or next business day.
🟡 Medium
Definition: Functional issue but not urgent.
Examples: Dishwasher not working, slow drain, minor water leak, one broken window (not security-related).
Target response: 2–3 business days.
🟢 Low
Definition: Cosmetic or minor convenience issue.
Examples: Scuff on wall, sticking cabinet door, non-essential light fixture, worn carpet edge.
Target response: 7–14 days or at next scheduled maintenance visit.
Communicating Priority to Tenants
When you update a request's priority in Rentadminly, send a message explaining the expected timeline:
"I've marked this