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Maintenance Requests

BrikSync PropOS provides a structured workflow for managing maintenance requests from initial submission through to resolution. Tenants can submit requests via their portal, and property managers can track, assign, and resolve them — all in one place.

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Maintenance Status Workflow

Every maintenance request follows this lifecycle: 
open → in_progress → awaiting_parts → completed
                                    ↘ cancelled
StatusMeaning
openRequest submitted, awaiting acknowledgement or assignment.
in_progressWork is underway — a contractor has been assigned or the issue is being addressed.
awaiting_partsWork paused pending parts or materials.
completedThe issue has been fixed and the request is closed.
cancelledThe request was cancelled before completion.

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Status transition rules

Maintenance status changes are enforced server-side. Only the following transitions are permitted:
Current statusAllowed next statuses
openin_progress, awaiting_parts, cancelled
in_progressawaiting_parts, completed, cancelled
awaiting_partsin_progress, completed, cancelled
completed(terminal — no further transitions)
cancelled(terminal — no further transitions)
Attempting an invalid transition (for example, moving a request from open directly to completed) returns a 400 error with the message Invalid status transition: open -> completed. Attempting to set a status that is already current returns a 400 error with the message Maintenance request is already in this status. This ensures your maintenance pipeline follows a consistent workflow. Tenants are automatically notified by email each time the status of their request changes.

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Submitting a maintenance request (tenants)

Tenants submit requests from their portal.
  1. Log in at briksync.com.
  2. Go to Maintenance → New Request.
  3. Fill in the request form:
    • Title — a short summary, 3–200 characters (e.g. “Broken window latch in bedroom”).
    • Description — full details, including when the problem started (10–2,000 characters).
    • Priority — see below.
    • Category — optional label for the type of work (up to 100 characters).
    • Photos — attach up to 5 images to help the manager assess the issue (recommended). Each image must be under 8 MB. Accepted formats: JPEG, PNG, WebP. EXIF metadata is automatically stripped for privacy before storage.
  4. Click Submit Request.
When you submit a request, property managers and landlords in your organisation are automatically notified. You will receive a confirmation and can track the status of your request from the Maintenance section.
Photo uploads are processed securely: images are stripped of EXIF metadata, uploaded to secure storage, and linked to the maintenance request. If a photo upload fails, the system rolls back all uploaded files and removes the request to prevent partial records.
For genuine emergencies such as fire, gas leaks, or flooding, contact emergency services immediately. Do not rely on the maintenance portal for life-threatening situations.

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Priority Levels

PriorityDescriptionExamples
emergencyHealth or safety risk. Requires immediate response.Gas smell, total flooding, no heating in winter, electrical hazard.
highSignificant disruption to the tenant’s use of the property.Broken boiler, no hot water, major appliance failure.
mediumStandard repair needed, but property remains usable.Broken door handle, dripping tap, broken window blind.
lowCosmetic issue with no functional impact.Scuffed paint, loose cabinet door.
Emergency and high priority requests are highlighted prominently in the property manager’s dashboard to ensure fast response.

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Managing Requests (Property Managers & Admins)

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Viewing Requests

Go to Maintenance to see all requests across your assigned properties. Use filters to sort by:
  • Status — open, in_progress, awaiting_parts, completed, cancelled.
  • Priority — emergency, high, medium, low.
  • Property — filter to a specific property.
  • Tenant — see all requests from a specific tenant.
  • Date submitted.

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Updating a Request

  1. Click on any request to open its detail view.
  2. Review the tenant’s description, priority, and any attached photos.
  3. Update the status as work progresses.
  4. Add internal notes (up to 2,000 characters) — these are not visible to the tenant. Use these for contractor communications, quotes, or internal decisions.
  5. Record estimated cost or actual cost (0–1,000,000) and scheduled date for the work.
  6. Add a resolution note when marking as completed — a brief description of what was done. This is shared with the tenant.

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Assigning a vendor

You can assign a vendor from your vendor directory to a maintenance request:
  1. Open the request.
  2. Click Assign Vendor.
  3. Select a vendor from your organisation’s vendor list, or create a new one.
  4. The vendor’s contact details are automatically linked to the request.
  5. Record the scheduled date and any quote or cost information.
When you assign a vendor, an automatic notification is sent to the property manager confirming the assignment. The notification includes the vendor’s contact details and the request summary. When you update a maintenance request’s status, you can also assign or change the vendor at the same time by providing a vendor ID.
Manage your vendor directory from the Vendors section. You can rate vendors after work is completed to build a quality record over time.

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Maintenance History

Every resolved request is retained in the system permanently. You can view the full maintenance history for:
  • A specific property — from the property’s Maintenance tab.
  • A specific unit — from the unit’s History tab.
  • A specific tenant — from the tenant’s record.
This history is useful for identifying recurring issues and demonstrating your responsiveness to tenants.

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Tips for Effective Maintenance Management

  • Respond to Open requests within 24 hours, even if only to acknowledge receipt and set expectations.
  • Use internal notes to document contractor conversations and quotes.
  • Keep resolution notes clear and specific — tenants read these.
  • Review your Maintenance Analytics (PRO+ plans) regularly to identify recurring problems or high-cost properties.
Built by Errsol Technologies LLP · Karan · BrikSync PropOS
Last modified on April 10, 2026