A multifamily maintenance intake checklist for consistent requests

Resident and location

Confirm where the issue is and how the resident can be reached. Do not assume that the sender's phone number identifies the correct unit or that the problem is inside the apartment.

• Property, building, and unit
• Resident name and preferred contact method
• Exact room, common area, fixture, or appliance
• Whether another unit or shared system may be affected

Issue description

Capture observable facts rather than asking the resident to diagnose the cause. A photo plus a clear description is often more useful than a category label.

• What the resident sees, hears, or smells
• When it began and whether it is changing
• What still works and what does not
• Photos or video when safe and relevant
• Any prior occurrence or recent repair

Safety and urgency review

Follow the property's approved emergency policy. Intake should surface possible life-safety, active water, electrical, heat, security, or habitability concerns for prompt human review.

Access and scheduling

Record permission and constraints before dispatch whenever possible. A complete access note prevents failed visits and protects both residents and workers.

• Permission to enter and required notice
• Resident availability or preferred windows
• Pets, alarms, gates, parking, or lockbox instructions
• Language or accessibility considerations

Staff-ready handoff

End intake with a concise summary, reviewer, priority decision, next action, and expected resident update. The original resident context should remain available behind the summary.