Maintenance & Repairs
This page explains how maintenance issues must be logged, assessed, prioritised, assigned, followed up and recorded in Property Stack from first report through to completion.
Maintenance Workflow
Use this process for every repair or maintenance issue, whether reported by a guest, cleaner, owner, staff member, inspection or contractor.
Receive the Report
- Confirm which property the issue relates to.
- Record who reported it and when.
- Ask for photos or videos where helpful.
- Check whether a guest is currently in-house or arriving soon.
Create Property Stack Task
- Create a task in Property Stack immediately.
- Use the property name and issue in the task title.
- Add full notes, photos, guest impact and source of report.
- Assign the task to the correct staff member or watcher.
Assess Priority
- Urgent if it affects safety, access, power, water, hot water, toilets or active guest comfort.
- Same day if it impacts an arriving guest or property readiness.
- Routine if it can wait without affecting guest experience.
- Escalate immediately if unsure.
Arrange Action
- Assign to handyman, field staff, cleaner, contractor or manager as appropriate.
- Check whether owner approval is required before works proceed.
- Record who has been contacted and what they have agreed to do.
- Set the due date based on urgency.
Update Progress
- Add updates as calls, messages, approvals and contractor responses happen.
- Attach photos, quote details or invoices where relevant.
- Update guest or owner where needed.
- Do not rely on WhatsApp or memory as the only record.
Complete & Close
- Confirm the issue has been resolved.
- Attach completion photos or contractor confirmation where possible.
- Record cost, invoice status or owner charge if applicable.
- Only close the task once notes clearly explain the final outcome.
Priority Guide
Maintenance priority should be based on safety, guest impact, arrival deadlines and owner asset protection.
Urgent
Lockouts, no power, major leaks, blocked toilets, no hot water, smoke alarms, safety hazards or anything affecting an in-house guest.
Same Day
Issues affecting today’s arrival, appliance faults, air conditioning problems, access concerns or presentation-impacting repairs.
Routine
Minor wear and tear, non-essential repairs, cosmetic items, owner improvement ideas or works that can wait between bookings.
What Must Be Recorded in Property Stack
The Property Stack task must tell the full story so another staff member can take over without asking what happened.
Issue Details
Property name, location of issue, description, who reported it, date and time reported.
Guest Impact
Whether a guest is in-house, arriving today, affected by the issue, waiting for an update or requesting compensation.
Evidence
Photos, videos, cleaner reports, inspection notes, guest screenshots or contractor updates.
Action Taken
Who was contacted, when they were contacted, what they said and what the next step is.
Owner Approval
Whether approval is needed, requested, received or not required due to urgency or agreed authority.
Final Outcome
What was repaired, when completed, who completed it, cost or invoice status and whether further follow-up is needed.
Owner Approval Rules
Some maintenance can be handled immediately, while other works require owner approval before proceeding.
Urgent Guest or Safety Issues
- Safety risks, active leaks, access failures or urgent guest-impacting issues should be escalated immediately.
- Use approved contractors or known trades where possible.
- Notify the owner as soon as practical.
- Record the reason for urgency in Property Stack.
Routine or Higher-Cost Works
- Request owner approval before non-urgent works proceed.
- Provide photos, likely cost, trade recommendation and guest impact if relevant.
- Record the approval response in Property Stack.
- Do not rely on verbal approval without recording it.
Improvement Items
- For repeat guest complaints, ageing items or presentation issues, suggest improvements to the owner.
- Record as an owner recommendation rather than urgent maintenance.
- Include photos and guest feedback where useful.
- Keep the task open until the owner decision is recorded.
Common Maintenance Categories
Use these categories to help assign the right person or contractor quickly.
Access & Locks
Lockbox, keypad, smart lock, missing keys, jammed doors, garage remotes or guest access failures.
Plumbing
Leaks, toilets, drains, taps, hot water, showers, water pressure or laundry issues.
Electrical
Power faults, lights, smoke alarms, appliances, safety switches, fans or air conditioning.
Appliances
Fridges, ovens, cooktops, dishwashers, washing machines, dryers, microwaves or coffee machines.
Outdoor & Safety
Decking, stairs, pools, spas, BBQs, bins, fences, trip hazards, trees or outdoor lighting.
Presentation
Broken blinds, damaged furniture, stained items, missing fittings, paint touch-ups or guest-facing wear.
Maintenance Non-Negotiables
- Every maintenance issue must be recorded in Property Stack.
- Urgent guest-impacting issues must be escalated immediately.
- No task should be left without an owner, watcher or next step.
- Owner approvals must be recorded clearly where required.
- Photos, invoices and contractor updates should be attached where possible.
- Tasks must not be closed until the repair is complete and the outcome is documented.