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Maintenance

Create a maintenance request

Record a repair or property issue, select the affected property, set its priority and add photographs, tenant details and supporting information.

Around 6 minutes Repair management Property record

A maintenance request creates a central record for a repair or property issue. It can contain the original report, priority, photographs, tenant information, appointments, contractor updates, costs and the final completion outcome.

Preparation

Before creating the request

Confirm the property

Identify the correct property and the room, area or item affected.

Understand the issue

Obtain a clear description of what happened and when the problem was first noticed.

Collect photographs

Gather clear images showing the issue and the wider affected area where it is safe to do so.

Check tenant access

Confirm the relevant tenant and whether access arrangements or restrictions are already known.

Check for an existing request

Search the property’s open maintenance records before creating another request. Duplicate records can split updates, costs and contractor information.

Navigation

Open the Maintenance section

1

Open Maintenance

Select Maintenance from the main Estavo navigation.

2

Review existing requests

Search for an open issue relating to the same property, location or problem.

3

Select Create Request

Open the form used to create a new maintenance record.

Property connection

Select the correct property

Property Search for and select the complete property address.
Tenancy Select the current tenancy where the issue relates to an occupied property.
Tenant Connect the tenant who reported the issue or is affected by it.
Location Record the room, area, fixture or appliance affected.
Maintenance belongs to the property record

The request may also be connected to a tenant or tenancy, but the repair history should remain available against the property.

Issue details

Describe the maintenance issue

Request title Use a concise description such as “Kitchen tap leaking”.
Issue category Select plumbing, heating, electrical, appliance, structural or another suitable category.
Detailed description Explain what is happening, where it is happening and how the property is affected.
Date reported Record when the issue was first reported to the landlord.
Date first noticed Add the date the tenant or landlord first observed the problem where known.
Reported by Record whether the issue was reported by the tenant, landlord, contractor or another person.
  • State whether the issue is intermittent or continuous.
  • Record any unusual noise, smell, leakage or visible damage.
  • Explain whether an essential service is affected.
  • Record whether the issue is getting worse.
  • Note any temporary action already taken.
  • Avoid vague titles such as “problem” or “repair needed”.
Urgency

Set the maintenance priority

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Urgent

Use where immediate assessment is required because of safety, security, major damage or loss of an essential service.

↑

High priority

Use for significant problems that should be handled promptly but do not currently require an emergency response.

✓

Routine

Use for standard repairs and planned work that can be scheduled through the normal process.

Priority should be actively assessed

Estavo records the selected priority but does not independently determine whether the issue is an emergency. Assess the circumstances and act through the appropriate process.

Tenant connection

Add the relevant tenant information

Reporting tenant Select the tenant who originally reported the issue.
Main contact Confirm who should be contacted about appointments and updates.
Contact number Review the tenant’s current telephone number.
Email address Confirm the tenant’s current email details.
Tenant notes Record relevant information supplied with the report.
Portal visibility Confirm whether updates should be shown through the Tenant Portal.
Appointments and access

Add dates and property-access details

Target date Add the intended review or completion date where known.
Appointment date Record a contractor or inspection appointment once arranged.
Access required Confirm whether access to the property or a specific area is needed.
Tenant availability Record any dates or times supplied by the tenant.
Access instructions Add relevant instructions without including unnecessary security information.
Permission status Record whether access arrangements have been confirmed.
Keep access information limited and relevant

Avoid storing alarm codes, spare-key locations or other sensitive security details within general maintenance notes.

Supporting evidence

Add photographs and documents

1

Select Add Attachment

Open the photograph or document upload area within the request.

2

Select the files

Upload clear photographs, reports or supporting documents relating to the issue.

3

Add a descriptive title

Identify the room, issue and date where useful.

4

Review tenant visibility

Confirm whether the attachment should be visible through the Tenant Portal.

5

Save and verify the files

Open the attachments and confirm they uploaded correctly.

Final review

Save and review the maintenance request

  • Confirm the correct property is selected.
  • Review the issue title and description.
  • Check the location within the property.
  • Confirm the priority.
  • Review the reporting tenant and contact details.
  • Check access and appointment information.
  • Confirm photographs and documents are attached.
  • Review portal visibility.
  • Select Save or Create Request.

Kitchen tap leaking

24 Oak Avenue · Kitchen · Reported today

High priority
Updating the record

Edit an existing maintenance request

1

Open the Maintenance list

Search by property, issue title, status or tenant.

2

Open the request

Confirm you have selected the correct repair record.

3

Select Edit

Update the issue details, priority, tenant, dates, access information or attachments.

4

Save and review

Confirm the changes appear in the request and activity history.

Use updates for ongoing progress

Avoid repeatedly replacing the original description. Add dated updates to preserve a clear history of appointments, delays and work completed.

Urgent action

Handle emergency or safety-related issues

Estavo records the issue but does not contact emergency services, utility providers or contractors automatically.

Do not rely only on the maintenance request

Where there is an immediate risk to people, security, utilities or the property, take the appropriate emergency or professional action first. Record the actions taken in Estavo afterward.

  • Assess the immediate circumstances.
  • Contact the appropriate emergency service, utility provider or qualified contractor where required.
  • Give the tenant suitable safety instructions where appropriate.
  • Record who was contacted and when.
  • Add the issue to Estavo as soon as reasonably possible.
  • Update the request as the situation develops.
Troubleshooting

Common maintenance-request problems

The property is missing

Confirm the property exists, is active and has not been archived.

The tenant cannot be selected

Check that the tenant is connected to the current tenancy for the property.

The photographs will not upload

Check the file size, format, internet connection and available document storage.

The request appears twice

Review both records and retain the one containing the complete updates and attachments.

The wrong priority was selected

Edit the request and record why the priority has changed.

The tenant cannot see the request

Check the connected tenancy, portal access and tenant-visibility setting.

The maintenance request is ready

The next guide explains how to review a maintenance request submitted by a tenant through the Tenant Portal.

Continue to tenant maintenance requests