Owner's Advantage guide · For landlords in any state

How to handle tenant repair requests

The repair that costs you the most is usually the one nobody answered. Here's the simple system I use: one way to report, a same-day reply, and a log with dates.

Why a system beats good intentions

Most repair problems are not about the repair. They are about a request that sat for a week, a tenant who felt ignored, and no record of what happened when. A written process fixes all three, and the log becomes your proof of upkeep if a habitability or deposit question ever comes up.

The repair request process, step by step

  1. Give tenants one way to report repairs, in writing (a form, email or portal), and put it in the lease and the move-in packet. Texts and hallway conversations get lost.
  2. Reply the same day, even if the fix comes later. "Got it, someone will be out Thursday between 9 and noon" is enough.
  3. Sort it: emergency (no heat in cold weather, no water, active leak, gas smell, sewage backup, no power, a door or window that will not lock) or routine. Emergencies get a vendor now.
  4. Give written notice before entering for routine repairs, using the notice period your state and lease require.
  5. Send the right vendor with the tenant's description and photos so they show up with the right parts.
  6. Confirm with the tenant that it is fixed, and take a dated photo of the finished work.
  7. Write it all in the repair log the same day.

What goes in the repair log

A spreadsheet or notebook works. What matters is that every request gets a line, the same day.

  • Date and time the request came in, and how (form, email, portal)
  • Unit and the tenant's own description of the problem
  • Emergency or routine
  • Date and time you replied, and what you told the tenant
  • Entry notice given (date and method), if you needed to enter
  • Vendor name, visit date and what they did
  • Cost and invoice number
  • Date the tenant confirmed it was fixed
  • Photos before and after, saved in the unit file

Example (hypothetical)

A tenant submits a request on a Monday evening: a slow drip under the kitchen sink. The landlord replies that night, sends written notice for a Wednesday morning visit, and books a plumber, who replaces a supply line. The tenant confirms Wednesday afternoon that it's dry. The log shows request, reply, notice, visit, cost and confirmation, all dated. When the tenant moves out a year later and the cabinet floor is fine, there is nothing to argue about.

Where landlords get burned

  • No single way to report, so requests arrive by text, voicemail and in person and some get missed.
  • Waiting until the weekend to reply to a small leak that turns into a big one.
  • Fixing it but never writing down when the request came in or when it was done.
  • Entering for a routine repair without the notice your state requires.
  • Treating a recurring problem as a new one each time instead of looking at the log and fixing the cause.

Frequently asked questions

How fast do landlords have to make repairs?

It depends on your state, your city and how serious the problem is. Many places expect urgent problems that affect health and safety to be handled quickly and give longer for routine repairs. Look up your state and local rules, and when in doubt, treat no heat, no water, gas smells and active leaks as emergencies.

Should tenants put repair requests in writing?

Yes, ask for it. A written request with a date protects both of you. If a tenant calls instead, reply in writing to confirm what they reported and when.

Do I need to give notice before entering for a repair?

For routine repairs, most states require advance notice, and some set a specific number of hours. Emergencies usually have an exception. Check your state law and your lease, and give notice in writing.

Who pays for a repair the tenant caused?

Often the tenant, if the lease says so and you can show they caused it beyond normal wear and tear. That is exactly where dated photos and a repair log help.

Is this legal advice?

No. This is general education for landlords in any state. Repair timelines, habitability rules and entry notice vary by state and city. Check your local law or talk to a licensed attorney.

General educational information only, not legal advice. Repair timelines, habitability standards and entry notice rules vary by state and city. Check your local law or talk to a licensed attorney.

Related: Security deposit deductions · Tenant screening checklist · Lease renewal checklist · Landlord template pack

Written by Fernando Castro, 20-year Navy veteran.