Submitting Maintenance Requests
There are three ways to create a maintenance request in Propra:
By Email
Tenants can email their issue to [email protected].
The email must come from the address on the resident’s contact card.
Propra AI will send back a link with guided questions based on the request category.
Through the Resident Portal
Residents can log into their portal and select New Request.
They’ll choose their unit, category, and answer follow-up questions from your Smart Templates.
They can add photos, notes, best times for a visit, and consent for entry.
Manual Creation by Property Manager
In the Propra Web App, go to Properties → Select Property → Unit.
Open the three-dot menu in the top right and select Create Request.
You can log it on behalf of the tenant, mark it billable or not, and assign costs appropriately.
Billing Options for Maintenance Requests
Charge the Property: Leave the maintenance request bill entry as-is.
Charge the Tenant: Add a tenant charge under the tenant’s financial tab.
Tenant Pays Directly: Delete the MR bill entry under Payables.
You can also create scheduled recurring requests for services like cleaning, pest control, or HVAC checks. For shared spaces (e.g., gym, laundry, courtyard), create a common unit and assign requests there.
Assigning Operators
Operators are the people who complete maintenance requests. There are two types:
Staff Operators: Employees who log in with the Propra Operators App.
Contractors: Third-party vendors who receive email links to manage requests via their phone’s browser.
Setting Up Operators
Scheduling a Request
You can either:
Delegate to the Operator: They handle scheduling with the tenant.
Schedule Directly: You choose the date, time, and available operator.
Both the tenant and operator will be notified by email when a request is assigned.
Completing a Maintenance Request
Operators can start tasks in the app (or via browser if contractors), add notes, photos, receipts, and track labor time.
Follow-up appointments can be created as needed.
Property managers can request owner approval for costs. Owners can approve/decline directly in their portal.
Reviewing & Closing a Request
Before closing a request, review:
Unit History – full request log.
Notes & Images – details and documentation.
Costs Tab – all charges and receipts.
From the three-dot menu, you can:
Pause (On Hold)
Cancel (Close)
Complete (Close case & create bill under Payables)
Owners will see final costs in their portal under Assets → Expenses.
With Propra, maintenance requests are streamlined from submission to completion—keeping residents informed, operators accountable, and financials accurate.