Whether you're a property manager or a resident, our streamlined maintenance request system is designed to simplify and enhance the way you handle property issues. From creating and managing requests to assigning tasks and automating maintenance billing, this article will walk you through Propra's powerful maintenance features and how you can get started and make maintenance management more efficient and effective for everyone involved.
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How Requests Work
Request Creation
Maintenance requests can easily be submitted by residents, owners, and property managers.
Residents can report maintenance issue through the Resident Portal at propra.io or by emailing request@propra.io. Residents describe their issue and can attach images for clarity. Additional details and availability can also be collected, reducing the need for back and forth communication before addressing the issue.
Property managers can create requests from a unit record or when completing inspections on the Propra for Managers app.
Learn more: How Maintenance Requests are Created, Creating Maintenance Requests as a Property Manager
Assigning Visits
Once a request is submitted, a purple notification indicator will appear next to Requests. If a user has notifications enabled, they will also receive a notification.
Property managers can add notes and schedule or delegate visits to available maintenance operators, either staff or contractors. Operators receive alerts when tasks are assigned. Staff operators then sue the Propra for Operators app to document their work with notes, pictures, and receipts for materials used. Contractors can provide similar details and upload their invoices via a link provided in the notification email.
If owner approval is required, owners are notified through the Resident Portal to review and approve the request.
Learn more: How to Schedule Operators for Maintenance Requests, Assigning Requests to Contractors, Owner Approvals for Maintenance Requests
Closing Requests
After a visit is completed, depending on the maintenance settings configured, the request moves into either an Approval status or directly to Completed. Prior to a request being completed, additional costs can be incorporated as needed. Once marked as completed, if automatic billing is enabled, the system generates a payable journal entry related to the request automatically, ensuring accurate and timely billing processes.
Learn more: Completing Maintenance Requests, Adding costs to maintenance requests, Recording Maintenance Request Costs in Payables
Preparing to Use Requests
To effectively utilize Propra's maintenance request system, follow these key steps:
Set Up Properties, Units, and Leases
Ensure your properties and units are set up with accurate lease details including tenant contact information. Accurate resident email addresses in the system are crucial for timely responses and efficient issue management.
You can also create units for any common areas for your properties so that you can easily track and manage maintenance for those too.
Learn more: Adding a New Property and Unit, Adding a New Unit, Adding a Resident to an Existing Lease
Add Operators
Create your operator records for any staff and/or contractors that you will assign maintenance requests to
Learn more: Adding and Editing an Operator
Confirm your account settings
Decide whether to allow residents to specify preferred maintenance appointment times. If you do not schedule appointments for your operators and have operators work with tenants to find optimal times, it is recommended to update this setting under Account Information to None.
Users can also set their notification preferences for Requests. If users are part of a team, they will only receive requests related to their properties.
Learn more: Updating Your Account Information, Removing Scheduling Option for Residents
Confirm maintenance billing settings
If accounting is activated, determine whether you'd like to use auto billing for maintenance requests, and update the settings as needed. Account mapping can also be customized based on the maintenance category.
Learn more: Recording Maintenance Request Costs in Payables
Onboarding Maintenance Operators
Once you have successfully created your operators, you can now get them onboard.
The first step will be to communicate communicate your new process and expectations to any staff and contractors.
For staff operators, get them to download and install the Propra for Operators app from the Apple or Google Play Store. This app will be used by staff operators to track the details of the work that's been done for any visits assigned to them.
For contractors, the app is not required. A contractor will receive an email alert when a visit is assigned and from that email, they can open the request in a web browser and provide any details about work completed, update you on progress, and upload their invoice before submitting the completed visit.
Learn more: Onboarding Your Staff Maintenance Operators, Assigning Requests to Contractors
Onboarding Residents
When it comes time to inform your residents about the Propra maintenance process, you can use Announcements to send a communication with instructions on the new process.
The following can be used as a template or starting point:
We are pleased to announce that we have partnered with Propra to bring you a simpler way to request maintenance for your home.
There are two simple options available to you for submitting maintenance requests:
1. Send an email to request@propra.io. Include a brief description of the issue in the subject line and a more detailed explanation in the body, adding images if you’d like. You will receive a confirmation email; please follow the instructions to provide more information and finish submitting your request
2. Log in to the Resident Portal at propra.io and submit your maintenance request there. You can create your login for the portal by clicking sign-up and using the email address that you received this announcement at.
And that’s it!
Once we receive your request, we will work to address your issue as soon as we can.
We continue to be available to support your living experience.
Sincerely,
{Company rep / portfolio manager}
{Company name}If applicable, bulletins can be posted in common areas or on resident websites. Click here for an asset that you can print or email.
Learn more: Onboarding Your Residents for Maintenance
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