> ## Documentation Index
> Fetch the complete documentation index at: https://docs.briksync.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Maintenance

> How to submit and track maintenance requests in BrikSync PropOS. Full status workflow from open to completed.

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.

***

## Maintenance Status Workflow

Every maintenance request follows this lifecycle:

```
Open → In Progress → Awaiting Parts → Completed
                                    ↘ Cancelled
```

| Status             | Meaning                                                                            |
| ------------------ | ---------------------------------------------------------------------------------- |
| **Open**           | Request submitted, awaiting acknowledgement or assignment.                         |
| **In Progress**    | Work is underway — a contractor has been assigned or the issue is being addressed. |
| **Awaiting Parts** | Work paused pending parts or materials.                                            |
| **Completed**      | The issue has been fixed and the request is closed.                                |
| **Cancelled**      | The request was cancelled before completion.                                       |

### Status transition rules

Maintenance status changes are enforced server-side. Only the following transitions are permitted:

| Current status     | Allowed next statuses                  |
| ------------------ | -------------------------------------- |
| **Open**           | In Progress, Awaiting Parts, Cancelled |
| **In Progress**    | Awaiting Parts, Completed, Cancelled   |
| **Awaiting Parts** | In 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 an error message. Attempting to set a status that is already current also returns an error message. This ensures your maintenance pipeline follows a consistent workflow.

***

## Submitting a maintenance request (tenants)

Tenants submit requests from their portal.

1. Log in at [briksync.com/login](https://briksync.com/login).
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.

<Info>
  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.
</Info>

<Warning>
  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.
</Warning>

***

## Priority Levels

| Priority      | Description                                                 | Examples                                                            |
| ------------- | ----------------------------------------------------------- | ------------------------------------------------------------------- |
| **emergency** | Health or safety risk. Requires immediate response.         | Gas smell, total flooding, no heating in winter, electrical hazard. |
| **high**      | Significant disruption to the tenant's use of the property. | Broken boiler, no hot water, major appliance failure.               |
| **medium**    | Standard repair needed, but property remains usable.        | Broken door handle, dripping tap, broken window blind.              |
| **low**       | Cosmetic issue with no functional impact.                   | Scuffed paint, loose cabinet door.                                  |

<Note>
  Emergency and high priority requests are highlighted prominently in the property manager's
  dashboard to ensure fast response.
</Note>

***

## Managing Requests (Property Managers & Admins)

### 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.
* **Date submitted**.

### 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** *(coming soon — separate private notes not visible to the tenant are planned; for now use the resolution note field for staff-only context)*.
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.

### 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.

<Tip>
  Manage your vendor directory from the [Vendors](/features/vendors) section. You can rate vendors
  after work is completed to build a quality record over time.
</Tip>

***

## Maintenance History

Every resolved request is retained in the system permanently. You can view the full maintenance history for a specific **property** from the Maintenance section — filter by property and set the status filter to Completed. This history is useful for identifying recurring issues and demonstrating your responsiveness to tenants.

***

## 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.

***

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