Creating a Repair Request System That Actually Gets Used

You could have the most responsive maintenance team in town—but if tenants don’t submit requests, things still break down. A repair request system is only effective if renters actually use it.

Too often, landlords assume that simply having a system is enough. But when that system is hard to find, confusing, or unreliable, tenants will either delay reporting issues or try to fix things themselves—both of which can lead to bigger problems.

Here’s how to create a repair request system that’s easy, intuitive, and trusted—so small problems don’t spiral into costly damage.

Start with Simplicity

Tenants are more likely to report issues if it takes less than a minute to do so. Your repair system should be simple and accessible, even from a mobile phone.

• Use a single point of contact: a dedicated email, phone number, or maintenance portal.
  
  
• Avoid systems that require app downloads or complicated logins.
  
  
• Include a link or QR code to your repair system in your lease and welcome packet.
  
  

The fewer steps involved, the more likely your tenants will follow through.

Make It Visible and Hard to Forget

Even tenants with good intentions might forget how to report an issue. That’s why the system needs to be impossible to overlook.

• Post fridge magnets or stickers inside each unit with repair contact info.
  
  
• Include the process in every welcome email, lease summary, and inspection notice.
  
  
• Occasionally remind tenants via text or email how to submit a request, especially before seasonal changes.
  
  

Visibility equals usability. If they can’t find the number or link in under 10 seconds, it’s too hard.

Clarify What Should (and Shouldn’t) Be Reported

Some tenants hesitate to report issues because they’re not sure what qualifies as "serious enough." Others report everything—even minor user errors.

Give examples of issues you want to be notified about:

• Leaking faucets or pipes
  
  
• Electrical issues like flickering lights or outlets that don’t work
  
  
• Broken appliances that were included with the unit
  
  
• Pest sightings or mold/mildew signs
  
  

And clarify things that don’t need reporting:

• Burned-out light bulbs tenants are responsible for
  
  
• Clogged toilets that haven’t been plunged
  
  
• Battery changes for smoke detectors or remotes
  
  

When tenants know what’s expected, they’re more likely to act appropriately.

Use a System That Tracks, Not Just Receives

A good repair system doesn’t just collect requests—it provides transparency on what’s being done.

• If possible, use a system that sends automatic confirmations and status updates.
  
  
• Maintain a maintenance log that records when issues were reported, addressed, and closed.
  
  
• Allow tenants to upload photos or videos of the issue to speed diagnosis.
  
  

Even a simple shared spreadsheet or email template can work if used consistently.

Respond Promptly—Even if It’s Just an Acknowledgment

One of the fastest ways to break tenant trust is to ignore their repair requests. Even if you can’t fix the issue right away, acknowledging the request is crucial.

• Send a quick message like: "Thanks for letting us know—I'll review this and update you within 24 hours."
  
  
• Set clear expectations for timelines: "Non-urgent repairs are typically addressed within 72 hours."
  
  
• Let them know if you need more info or if a contractor is being scheduled.
  
  

When tenants trust that their request won’t be ignored, they’re more likely to keep using the system.

Create a Backup Method (Just in Case)

Technology sometimes fails. Have a backup method in place so tenants aren’t left without options.

• Provide a secondary email or phone number in case the main system goes down.
  
  
• Let tenants know how to report true emergencies, like floods or no heat during winter.
  
  
• If you’re using a platform or property management software, give a phone fallback for those who aren’t tech-savvy.
  
  

Fail-safes are a small touch that shows you're serious about being accessible and responsive.

Normalize and Encourage Use

If tenants think they’re being annoying by submitting a request, they might hold back. Normalize usage by making it clear that you prefer early reporting over delayed damage.

• Say things like: "If you notice anything off, even small, please report it—it helps us take care of it quickly."
  
  
• Reassure tenants that you won’t penalize them for reporting problems they didn’t cause.
  
  
• Avoid making them feel blamed or burdensome—it kills participation fast.
  
  

When the process feels safe and welcomed, tenants will use it.

Audit Your Own System

Put yourself in your tenant’s shoes. Try submitting a repair request through your current system. Was it easy? Fast? Clear?

Ask:

• How many clicks did it take?
  
  
• Did I receive confirmation or follow-up?
  
  
• Is this accessible to someone who’s not tech-savvy?
  
  

A little user experience testing can go a long way in revealing friction points.

Partner with Pros Who Keep Things Moving

Having a solid request system is one half of the equation. Reliable follow-through is the other. If maintenance is inconsistent or sloppy, tenants lose trust even if the system is great.

RentalRiff’s on-call property specialists work with landlords to provide fast, professional service after repair requests are submitted. That way, landlords aren’t stuck juggling requests and timelines themselves.

The best repair system is one your tenants feel confident using—because they know they’ll get a timely, respectful response. Combine clarity, visibility, and professional support, and you’ll turn repair requests from a headache into a streamlined part of your rental business.