Maintenance request system: a simple guide for landlords and agencies

A leaking tap is a small problem. A leaking tap that nobody wrote down, nobody fixed and the tenant reported three times is a big one. It costs you goodwill, it can damage the unit, and it often ends with a tenant giving notice. A clear maintenance request system fixes this. It is simply an agreed way for every repair to move from report to fix, with proof at the end.

This guide shows you how to set one up, whether you manage one block or fifty units across several estates.

Why WhatsApp and phone calls are not enough

Most landlords and caretakers start with calls, SMS and WhatsApp. That works for a few units. Then it breaks:

• Requests get lost in long chats.
• Nobody knows who promised what, or when.
• The caretaker says it was fixed. The tenant says it was not.
• You pay a fundi (a local repair worker such as a plumber or electrician) without seeing the work.
• When a tenant moves out, there is no record of what was repaired and what they damaged.

The goal is not more paperwork. The goal is one place where every job lives, from start to finish.

The 5 steps of a simple maintenance request system

Every repair, big or small, should go through the same five steps.

1. Report

The tenant reports the problem through one agreed channel. This could be a form, a dedicated phone number or a property management app. Pick one and tell every tenant about it at move-in.

A good report includes:

• Unit number and tenant name
• What is wrong, in a sentence or two
• Where in the house (kitchen, bathroom, bedroom)
• When it started
• At least one photo or short video
• Best times for access

Photos matter most. A clear photo lets you judge how serious the problem is before anyone visits.

2. Log and prioritise

Give each request a number and a date. Then decide how urgent it is. A simple three-level scale works well:

Priority	Examples	Aim to respond
Urgent	Burst pipe, no water to the whole unit, exposed live wires, broken main door lock, sewage backing up	Same day
High	Toilet not flushing (if there is only one), no hot water, broken window	Within 1 to 2 days
Routine	Dripping tap, loose cabinet door, peeling paint, faulty bulb holder	Within a week

Write these targets down and share them with tenants. Clear promises you keep are better than fast promises you break.

3. Assign

Send the job to one named person: your caretaker, an in-house handyman or an outside fundi. Share the tenant's photos and description so they come with the right tools and parts. Agree the cost before work starts, or set a limit above which they must call you first.

Tell the tenant who is coming and roughly when.

4. Fix

The fundi does the work. Ask them to take a before photo when they arrive, even if the tenant already sent one. Lighting and angles change, and you want a clear comparison.

If the job needs parts or a second visit, the status should change to "waiting for parts" or similar, so everyone knows it is not forgotten.

5. Close with photo proof

This is the step most landlords skip, and the one that saves the most arguments. Before a job is marked done:

• The fundi uploads an after photo from the same angle as the before photo.
• The receipt or invoice is attached.
• The tenant confirms the problem is fixed.

Only then do you close the job and release payment.

Why photo proof changes everything

Before and after photos do a lot of quiet work for you:

• You pay only for real work. You can see the new tap, the patched wall or the cleared drain without visiting.
• Fewer disputes with tenants. If a tenant says nothing was done, you have a dated photo.
• Better deposit decisions. At move-out, your repair history shows what was normal wear and what was damage. This makes deposit deductions fairer and easier to explain.
• Spot repeat problems. Three photos of the same damp wall in six months tell you the real issue is bigger than paint.
• Easier handovers. A new caretaker or agent can see the full history of each unit.

A simple photo rule for fundis: one wide shot showing where in the room, and one close-up of the repair. Before and after.

Who pays for what

Arguments about cost slow repairs down. Settle this in the lease, not in the moment. A typical split looks like this, but your lease is what counts:

• Landlord usually pays: structural repairs, plumbing and wiring faults, roof leaks, wear from normal use, fixtures that fail with age.
• Tenant usually pays: damage they or their visitors caused, blocked drains from misuse, lost keys, broken items they brought in.

When a tenant should pay, note it on the request with the photos, and agree how they will pay before the work is done. Do not quietly add it to the deposit later.

If you are unsure about your legal duties as a landlord, check your lease and get advice from a lawyer or your agent.

Working well with fundis

Good fundis are the backbone of fast repairs. A few habits help:

• Keep a short list. Have at least two trusted contacts for plumbing, electrical, carpentry and painting, so one being busy does not stall a job.
• Agree rates in advance for common jobs, such as unblocking a sink or replacing a socket.
• Make photos part of the deal. No after photo, no payment. Say this from the first job.
• Pay promptly once a job is closed. Fundis who are paid on time show up faster next time.
• Track quality. If the same repair keeps coming back, the fundi may be the problem.

A simple monthly check

Once a month, look at your requests and ask:

• How many requests came in, and how many are still open?
• How long did urgent jobs take on average?
• Which units or buildings have the most requests?
• What did repairs cost this month, per building?
• Are any problems coming back again and again?

These answers show you where to spend on proper fixes, such as replacing old plumbing in one block instead of patching it every month.

Common mistakes to avoid

• Too many channels. If tenants can report by call, SMS, WhatsApp and email, things will slip. Choose one.
• No acknowledgement. Even if you cannot fix it today, reply to say you got the request and when someone will come.
• Closing jobs without the tenant. Always ask the tenant to confirm the fix.
• Paying without proof. No photo and receipt, no payment.
• Ignoring routine jobs. Small leaks become big damage. Small annoyances become move-outs.

Notebook, spreadsheet or software?

You can run this system with any tool:

Tool	Works for	Drawbacks
Notebook	A handful of units, one caretaker	No photos, easy to lose, hard to share
Spreadsheet plus WhatsApp	Small portfolios	Photos and records live in different places
Property management software	Growing portfolios and agencies	Needs some setup and training

The more units, buildings and fundis you have, the more a single system helps. Software keeps the request, photos, assigned fundi, cost and tenant sign-off in one record per job, and lets you see every open job at a glance.

See ISHI in action

ISHI is property management software built for Kenyan landlords and agencies. It helps you track maintenance requests from the tenant's report to a fix with photo proof, alongside rent, tenants and units in one place.

Want to see how it would work for your properties? Book a free demo at www.ishi.digital/contact, call 0116888777 or email hello@ishi.digital.