Reopen a maintenance request
Restore a completed maintenance request when the same issue returns, further work is required or the record was closed before the repair was fully resolved.
Reopening a request continues the existing repair history. The original issue, contractor activity, costs, completion details and supporting documents remain available while new work is recorded against the same maintenance record.
When to reopen a maintenance request
Issue returned
The same fault or symptom has returned after the request was completed.
Further work required
The contractor identified additional work after the original completion.
Tenant reports unresolved issue
The tenant states that the original problem remains or was not fully resolved.
Closed incorrectly
The request was marked complete by mistake or before the outstanding work was finished.
Use the existing request where the new activity is a continuation of the same issue or repair.
Reopen the request or create a new one?
Reopen the existing request
Use when the same issue returns, the previous repair did not fully resolve it or follow-up work relates directly to the original job.
Create a new request
Use when the issue is separate, affects a different area or item, or requires an independent repair history.
Link related requests
Where supported, reference an earlier request when a new but related issue needs its own record.
Avoid duplicate active requests
Search open and completed maintenance before creating another record for the same problem.
Reusing an old request for a separate repair can combine unrelated descriptions, contractors, costs and completion evidence.
Before reopening the request
- Confirm the correct property.
- Review the original issue description.
- Check the previous completion summary.
- Review the contractor’s final update.
- Open previous completion photographs and documents.
- Review the original quotation, invoice and final cost.
- Confirm the new report relates to the same issue.
- Check whether a warranty or guarantee may apply.
- Assess whether the priority has changed.
- Confirm whether the previous contractor should be contacted again.
Find the completed maintenance request
Open Maintenance
Select Maintenance from the main Estavo navigation.
Filter by Completed
Use the status filter to display completed maintenance requests.
Search for the request
Search by property, issue title, contractor, completion date or tenant.
Open the completed record
Review the complete repair history before changing its status.
Reopen the maintenance request
Open the request actions
Select the available actions or status menu within the completed request.
Select Reopen
Choose the action that returns the request to the active maintenance workflow.
Enter the reopening reason
Record what changed and why further action is required.
Select the active status
Set the request to reopened, in progress or another suitable active status.
Save and review
Confirm the request appears in active maintenance while retaining its earlier completion history.
Original repair completed
Tap cartridge replaced on 31 July 2026.
Issue reported again
Tenant reported a continuing leak on 4 August.
Further inspection arranged
Contractor contacted to review the original repair.
Record why the request was reopened
Keep the previous outcome unchanged and add a new dated reopening update explaining what happened afterward.
Review the maintenance priority
- Review the current description and evidence.
- Check whether the issue has become worse.
- Confirm whether safety, security or essential services are affected.
- Review any additional damage.
- Consider the length of time since the original repair.
- Review tenant circumstances relevant to the response.
- Select the revised priority.
- Record why the priority was changed or retained.
- Take appropriate external action where immediate risk is suspected.
The impact may be different when the problem returns. Base the reopened priority on the current known circumstances.
Review the contractor assignment
Return to the original contractor
Reassign the previous contractor where the follow-up relates to their work, warranty or earlier inspection.
Assign a different contractor
Choose another suitable contractor where the scope, availability or expertise has changed.
Request a follow-up inspection
Record whether the contractor is assessing the previous repair before new work is authorised.
Review warranty information
Check any recorded workmanship, parts or product guarantee before approving additional costs.
Create new appointments and reminders
Review the old appointments
Keep previous contractor visits available as historical activity.
Add a new appointment
Record the confirmed follow-up inspection or repair date.
Confirm access arrangements
Review tenant availability and approved property access.
Create a progress reminder
Add a diary date for checking the contractor, quotation or repair outcome.
Update the tenant
Confirm the agreed appointment and next action.
Record further maintenance costs
- Retain the original quotation and invoice.
- Add the new contractor quotation separately.
- Record whether the further work is covered by a guarantee.
- Add new parts, labour or call-out charges.
- Record the new invoice separately from the original.
- Add payment details when payment is made.
- Review the combined repair cost.
- Explain material differences or additional charges.
- Check connected property financial records.
Keep the earlier completed repair cost and add the new quotation, invoice and payment as additional activity.
Update the tenant after reopening
- Confirm the maintenance request has been reopened.
- Summarise the current issue understood.
- Explain the next inspection or contractor action.
- Confirm the revised priority where appropriate.
- Provide appointment details once confirmed.
- Request additional photographs or information where needed.
- Explain any access arrangements.
- Avoid promising an unconfirmed completion date.
- Keep the message within the maintenance history.
Complete the reopened request
When the follow-up work has finished, complete the request again using the same final-review process.
- Review the reopening reason.
- Confirm the follow-up work completed.
- Add the new completion date.
- Record the latest contractor outcome.
- Add further invoices and final costs.
- Upload new completion photographs or reports.
- Update the tenant.
- Close new appointments and reminders.
- Mark the request completed while retaining both repair periods.
Retain the original completion, reopening reason and follow-up completion so the full repair sequence can be understood.
Common request-reopening problems
The completed request cannot be found
Clear the active-only filter and search within completed maintenance records.
The Reopen action is unavailable
Check your permissions and confirm the request is currently marked completed.
The old completion history disappeared
Review the activity and historical status sections and confirm the original request was reopened rather than replaced.
The reopened request is still shown as completed
Confirm the new active status saved successfully and refresh the maintenance list.
The old contractor remains assigned
Review whether the original contractor should remain responsible or should be replaced.
The additional cost replaced the original cost
Restore the original amount where possible and add the new quotation or invoice as a separate entry.
The tenant cannot see the reopened request
Check the connected tenancy, portal access and tenant-visibility settings.
Two active requests now exist
Review both records and retain the one containing the complete original and follow-up history.
The maintenance request is active again
This completes the Maintenance documentation category. The next category covers rent schedules, transactions, expenses, statements, property performance and tax reporting.
Continue to financials