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Service Request
A service request is a trackable resident or staff ask for maintenance or property service, from intake through assignment, updates, and closure.
Definition
A service request is a formal ask from a resident, staff member, or property team for maintenance help, routine fulfillment, or another property-related service. In multifamily operations, it usually starts a workflow for intake, prioritization, assignment, communication, documentation, and closure. Service requests can be tracked through status updates, technician assignments, and messages between the resident and site team.
Example
A resident submits a request that their dishwasher is leaking and attaches a photo. The site team reviews the request, marks it as urgent, assigns a technician, updates the resident as work progresses, documents the repair, and closes the request when complete.
Why it matters
Service requests give operations leaders a trackable record of resident needs and maintenance activity. They help teams prioritize urgent issues, coordinate staff or vendors, communicate clearly with residents, and measure response times and completion trends across properties.