Maintenance coordination at scale

Maintenance is where you earn or lose a resident's trust. Log a request, send it out, and get it fixed quickly, and people renew. Let one slip through the cracks and you get a bad review and a move-out. Across 800+ units, the only way to stay on top of it is a tight routine you run the same way every time.

Structured intake, every time

The first place things go wrong is a request that never turns into a work order: a text to the wrong number, or a comment buried in an email thread. So I funnel everything into one intake and capture the unit, the issue, photos, and how to get in. I confirm I got it so the resident knows it is handled, and AI cleans up the messy reports into a ticket that is ready to dispatch.

Triage so the urgent moves first

Not every ticket is equal. A no-heat call in winter is not a dripping faucet. I triage on intake, flagging emergencies for immediate dispatch and batching the routine so vendors get efficient routes instead of one-off trips.

Dispatch and vendor management

I keep a reliable vendor network with clear scopes and expectations. When a ticket is ready, it goes to the right vendor with the details they need to show up prepared, and invoices and follow-through are tracked so jobs actually close, not just get assigned.

Track to resolution, not just assignment

Assigning a ticket is not finishing it. I track every open work order to closeout, follow up with vendors that go quiet, and confirm the fix with the resident. The result is fewer dropped tickets and turnarounds residents actually notice.

A ticket isn't done when it's assigned. It's done when the resident confirms the fix.

Owner visibility

Owners do not want to chase me for status. They get clear reporting, what is open, what closed, and what it cost, so the maintenance picture is always one glance away. More on resident and owner communication →