How a request starts
A maintenance request can start in two ways: a tenant submits it through the tenant portal, or you create it directly in the Maintenance Inbox.
When a tenant submits a request, it arrives in your Maintenance Inbox with the tenant's description, any photos they attached and the date and time of submission. It also appears in Command Centre under the Maintenance bucket.
Diagnosis and triage
Open the request in the Maintenance Inbox to see the full description. Tenaqo's AI triage suggests a likely fault category, estimated severity and a first-response priority. This is a suggestion — you make the final decision on how to proceed.
You can ask Tenaqo's maintenance diagnostics to analyse the request further. It can propose likely causes and recommended next steps based on the description.
Once you have read the request, set a priority and decide whether to create a work order, close it as no action required or ask the tenant for more information.
Creating a work order
Create a work order from the request to move it into your contractors' workflow. A work order captures: the fault description, the property and tenancy, the required access arrangements, the target completion date and the assigned contractor.
You can assign a contractor from your preferred suppliers list, or leave the work order unassigned if you are still getting quotes.
Contractor involvement
If the contractor has a portal account, they can update the work order directly — mark it as in progress, add notes, attach completion photos and mark it as done.
If the contractor is not a portal user, you update the work order on their behalf as progress happens.
Completion and evidence
When a work order is marked complete, Tenaqo records the completion date, any photos uploaded by the contractor and the full activity trail from first report to completion.
This trail is available in the Maintenance Evidence Pack for the property. It includes the original tenant report, all status changes, contractor notes, photos and the completion timestamp. The pack is an operational record. It is not a warranty, a building compliance certificate or a legal determination.
After completion
Once the work order is closed, the maintenance request is resolved and drops out of Command Centre. The record remains in the property's maintenance history for future reference.
If the same fault recurs, you can create a new request and link it to the original for context.