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Tenant Maintenance Request Process
Blue Ridge Property Management
| Department | Property Management | Effective Date | June 2026 |
| Performed By | Property Coordinator, Maintenance Coordinator | Version | 1.0 |
Purpose
This SOP guides the Property Coordinator and Maintenance Coordinator through the process of receiving, documenting, assigning, and closing a tenant maintenance request.
Step-by-Step Instructions
STEP 01
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Create the Maintenance Ticket in AppFolio
When a maintenance request is received, the Property Coordinator creates a new maintenance ticket in AppFolio on the same business day.
STEP 02
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Classify the Request as Emergency or Non-Emergency
Before assigning the work order, determine whether the issue is an emergency. Emergency issues include no heat during winter, major water leak, sewer backup, or no electricity affecting the entire unit.