Maintenance Request Workflow – 9 Phases
Step-by-step Buildium workflow for 3PM Real Estate Services Inc. maintenance tasks, from initial tenant request to final accounting reconciliation. Aligned with the 3PM Property Management Agreement (repair authority & communication clauses), MCC maintenance contact centre workflow, Emergency Services Contractor Agreement, and BC Residential Tenancy Act repair obligations.
Phase 1: TENANT REQUEST & INITIAL LOGGING
1. Description
MCC receives after-hours or rollover maintenance calls from tenants via the MCC maintenance number. During office hours, staff receive Buildium portal or email requests directly and log them as tasks. MCC or staff log basic information (caller, property, brief issue) in Buildium; MCC flags emergency requests as High priority. Assigned staff acknowledge each new task within 2 business hours.
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "New" |
| Priority | "Normal" (will change if emergency discovered later; MCC may flag emergency as "High") |
| Due Date | Same day (for initial acknowledgment) |
| Assigned To | Property Manager or Maintenance Coordinator |
| Collaborators | None yet |
| Share With | Staff (always), Owner (notification per PMA and communication policy) |
3. Messages (Template)
What to write in the Buildium Messages area:
[Date Time] - MCC/Staff: Initial request logged for [Tenant Name]. Brief issue: [issue].
Source: [MCC Call / Portal / Email]. Priority: [Normal/High].
Staff notified. Owner notified per PMA communication policy.
4. Attachments / Evidence
- MCC call log (if phone call)
- Email screenshot (if email request)
- Buildium portal screenshot (if portal request)
5. Important Notes
- Do NOT create a work order yet.
- This is initial logging only – full details come in Phase 2.
- Staff must acknowledge within 2 business hours per PMA communication clause.
- Tenants are NOT told whether their issue is an emergency; only that their request is logged and someone from the office will follow up.
Phase 2: STAFF TRIAGE & DETAILED INFORMATION GATHERING
1. Description
Staff contacts tenant within 2 business hours. Ask detailed triage questions, request photos/evidence, assess emergency status, determine Residential Tenancy Act responsibility, and estimate cost range (the $500 authority threshold is critical).
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "In Progress" |
| Priority | "High" if emergency, "Normal" if non-emergency |
| Due Date | Update to reflect vendor quote deadline (usually 24–48 hours) |
| Assigned To | Same (Property Manager / Maintenance Coordinator) |
| Collaborators | Add vendor contacts (if already known) |
| Share With | Staff; notify Owner if emergency or >$500 estimated |
3. Messages (Template: Triage Questions to Record)
Use this template to record the triage questions and assessment:
[Date Time] - Staff [Name]: Contacted tenant for triage.
TRIAGE QUESTIONS ASKED:
- What exactly is the problem? [Answer]
- When did it start? [Answer]
- Is it getting worse? [Answer]
- Any safety concerns? (water, electrical, gas, structural) [Answer]
- What room/area? [Answer]
- Appliance details: Make/Model/Serial # [Answer]
- When are you available for vendor access? [Answer]
- Have you tried anything? [Answer]
ASSESSMENT:
- Emergency: Yes/No
- RTA Responsibility: Landlord/Tenant
- Estimated Cost: $[range]
- Approval Required: Yes (>$500) / Owner has 72hrs (<$500)
NEXT ACTION: Contact vendors for quotes.
4. Attachments / Evidence
- Tenant photos (all received)
- Tenant videos (all received)
- Model / serial number documentation
- Warranty information (if available)
- Previous repair history (if applicable)
5. Important Notes
- Photos/videos are CRITICAL – vendors need these for accurate quotes.
- If tenant refuses photos, document this clearly in messages.
- If emergency <$500: skip quotes and dispatch immediately (Phase 5/6).
- If emergency ≥$500: attempt live owner approval; if unreachable, use stop-loss protocol as per PMA and document.
Phase 3: VENDOR QUOTE REQUEST
1. Description
Contact 2–3 approved vendors from the Buildium vendor list. Send all details and evidence. Request written quotes via email. Quotes must include: scope, materials, labour, GST, timeline, warranty. Set a deadline for quote return (24–48 hours).
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "In Progress - Awaiting Quotes" |
| Priority | Same as Phase 2 |
| Due Date | Set to quote deadline (24–48 hours from now) |
| Assigned To | Same (PM / Coordinator) |
| Collaborators | Add specific vendors contacted |
| Share With | Staff, Owner (if >$500) |
3. Messages (Template: Vendor Contact Log)
Log all vendors contacted and the information provided:
[Date Time] - Staff [Name]: Quotes requested from approved vendors:
VENDORS CONTACTED:
1. [Vendor Name] - [Phone] - [Email] - Requested [Date]
2. [Vendor Name] - [Phone] - [Email] - Requested [Date]
3. [Vendor Name] - [Phone] - [Email] - Requested [Date]
INFORMATION PROVIDED:
- All tenant photos/videos
- Appliance model/serial #
- Tenant availability: [days/times]
- Scope of work: [details]
- Quote deadline: [date]
STATUS: Awaiting vendor responses.
4. Attachments / Evidence
- Email to each vendor (requesting quote)
- All photos/videos sent to vendors
- Vendor contact information
5. Important Notes
- SKIP THIS PHASE if emergency <$500 (go directly to approval / dispatch).
- Minimum 2 quotes required (3 preferred).
- If only 1 vendor available, document clearly why in messages.
- Send the same information package to all vendors for fair comparison.
Phase 4: OWNER APPROVAL PROCESS
1. Description
Receive, compare, and select the best vendor quote. Determine approval pathway based on cost ($500 threshold) and emergency status. Request or notify owner via Buildium and email. Wait for required written approval where applicable.
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "Pending Approval" (if awaiting owner) or "Approved" |
| Priority | Same as previous phase |
| Due Date | Set based on approval window (72 hours, 24 hours, or immediate for emergencies) |
| Assigned To | Same |
| Collaborators | Relevant vendors |
| Share With | Staff, Owner (must be notified), Tenant (ETA update) |
3. Messages (Template: Approval Process Log – All Scenarios)
Select the correct template below based on the emergency status and cost threshold.
TEMPLATE 4A: NON-EMERGENCY <$500 (72hr Notification)
[Date Time] - Staff [Name]: Quotes received and reviewed.
QUOTES RECEIVED: [List all quotes]
RECOMMENDATION: [Vendor Name] - $[total]
REASON: [Best price/quality/availability/warranty]
APPROVAL PROCESS: Non-emergency under $500 - Owner notified via Buildium + Email per PMA Clause 11.
Owner has 72 hours to respond. If no response after 72 hours, will proceed with recommended vendor per agreement.
Owner notification sent: [Date Time]
Deadline for owner response: [Date Time + 72 hours]
TEMPLATE 4B: NON-EMERGENCY ≥$500 (Written Approval REQUIRED)
[Date Time] - Staff [Name]: Quotes received - OWNER APPROVAL REQUIRED.
[Same quote details as above]
APPROVAL PROCESS: Repair cost ≥$500 - Written owner approval REQUIRED per PMA Clause 11.
Owner approval request sent via:
- Buildium: [Date Time]
- Email: [Date Time]
Owner must reply "APPROVED" or select preferred vendor within 24 hours.
ESCALATION TIMELINE:
- 36 hours: Call + WeChat/WhatsApp per Communication Policy
- 48 hours: Escalate to senior PM
- If RTA-urgent + no response: Proceed with stop-loss, notify owner immediately.
TEMPLATE 4C: EMERGENCY <$500 (Proceed Immediately)
[Date Time] - Staff [Name]: EMERGENCY - Proceeding immediately per Emergency Contractor Agreement.
Issue: [emergency details]
Vendor dispatched: [Name]
Cost: $[amount] (under $500 emergency authority)
Owner notified via Buildium + Email (information only - emergency action already taken per agreement).
No owner approval required - emergency <$500.
TEMPLATE 4D: EMERGENCY ≥$500 (Stop-Loss Protocol)
[Date Time] - Staff [Name]: EMERGENCY >$500 - Attempting live owner approval.
Issue: [emergency details]
Estimated cost: $[amount]
STOP-LOSS ACTION REQUIRED per PMA emergency clause.
Owner contact attempts:
1. Phone call: [Time] - [Result]
2. Email: [Time] - Sent
3. WeChat/WhatsApp: [Time] - [Result]
If cannot reach owner within [timeframe], will proceed with stop-loss action to prevent further damage per PMA.
Owner will be invoiced per agreement.
Decision: [Proceeding/Waiting]
4. Attachments / Evidence
- All vendor quotes (PDF or email screenshots)
- Approval request email to owner (copy)
- Owner approval response (if received) – CRITICAL
- All communication attempts (screenshots if social media used)
5. Important Notes
- Never proceed with ≥$500 non-emergency work without written owner approval.
- "APPROVED" in email = legal approval (save copy in attachments).
- After 72 hours, no response on <$500 non-emergency → proceed per PMA.
- Emergency stop-loss = protect property first, invoice owner once stable.
- Document all communication attempts clearly in messages.
Phase 5: WORK ORDER CREATION & VENDOR DISPATCH
1. Description
Create the Buildium Work Order after approval. Link it to the task, assign the vendor, provide all details, schedule with the tenant (ensuring RTA 24-hour notice), and notify the owner of the dispatch (within 2 hours). For MCC-dispatched emergencies, mirror the accepted MCC ticket (vendor, ETA) into the work order and confirm that work under/over $500 follows the Emergency Contractor Agreement authorization rules.
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "In Progress - Vendor Scheduled" |
| Priority | Same as previous phase |
| Due Date | Update to vendor scheduled completion date |
| Assigned To | Same |
| Collaborators | Add assigned vendor |
| Share With | Staff, Owner (dispatch notification), Tenant (schedule confirmation) |
3. Messages (Template: Work Order Dispatch Log)
Record all dispatch details for audit trail:
[Date Time] - Staff [Name]: Work Order created and vendor dispatched.
WORK ORDER: #[WO number]
VENDOR: [Name] - [Phone] - [Email]
APPROVED COST: $[amount] + GST = $[total]
WORK SCHEDULED:
Date: [Date]
Time: [Time window]
Duration: [Estimated hours]
TENANT ACCESS:
- Tenant Name: [Name]
- Tenant Phone: [Number]
- Availability: [Schedule]
- Access method: [Tenant present / Key pickup / Lockbox]
- Special instructions: [Any notes]
SCOPE OF WORK:
- [Detailed work description]
- [Materials to be used]
- [Expected completion]
VENDOR REQUIREMENTS:
- Upload before photos
- Upload after photos
- Upload completion report
- Upload invoice to Buildium
- Obtain tenant signature (if possible)
NOTIFICATIONS SENT:
- Tenant: Buildium message + Email - [Date Time]
- Owner: Buildium + Email - [Date Time] (within 2 hour window per policy)
- Vendor: Work order assigned - [Date Time]
STATUS: Work scheduled, awaiting completion.
4. Attachments / Evidence
- Work Order (link to WO #)
- Approved quote (final version)
- Tenant schedule confirmation (email/text screenshot)
- Owner dispatch notification (copy of email sent)
- Vendor assignment confirmation
5. Important Notes
- Work Order should be created after approval – not before.
- Tenant must receive 24-hour notice before vendor arrival (RTA requirement).
- Owner must be notified within 2 hours of vendor dispatch (communication policy).
- Work order must include all key attachments (photos, quotes, approvals).
Phase 6: WORK COMPLETION & VENDOR REPORT
1. Description
Vendor completes work and uploads all documentation (report, before/after photos, invoice). Staff reviews all vendor documentation and verifies the work was completed per the scope and approval.
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "In Progress - Work Completed, Pending Verification" |
| Priority | Same |
| Due Date | Verification deadline (24 hours from completion) |
| Assigned To | Same |
| Collaborators | Same |
| Share With | Staff, Owner (pending satisfaction confirmation), Tenant (for feedback) |
3. Messages (Template: Vendor Report Review)
Log vendor completion report details and staff verification checklist:
[Date Time] - Vendor [Name]: Work completed.
COMPLETION REPORT:
Date completed: [Date]
Time: [Time]
Work performed: [Detailed description from vendor]
Materials used: [List]
Issues encountered: [Any problems/additional findings]
Warranty: [Terms]
VENDOR DOCUMENTATION RECEIVED:
✓ Before photos: [count] uploaded
✓ After photos: [count] uploaded
✓ Completion report: Uploaded
✓ Invoice: #[number] - $[amount]
✓ Warranty certificate: [If applicable]
[Date Time] - Staff [Name]: Vendor submission reviewed.
DOCUMENTATION CHECK:
✓ All required photos present
✓ Invoice matches approved quote: YES/NO
✓ Scope completed per work order: YES/NO
✓ Any additional work: YES/NO - [If yes, explain and justify]
NEXT ACTION: Contact tenant for satisfaction confirmation.
4. Attachments / Evidence
- Vendor before photos (all)
- Vendor after photos (all)
- Vendor completion report (PDF)
- Vendor invoice (PDF)
- Warranty documentation
- Any additional findings photos
5. Important Notes
- Do not proceed to Phase 7 until all vendor documentation is received.
- If invoice does not match quote: stop and contact vendor for clarification.
- If additional work was performed, there must be justification and owner approval (retroactive if emergency).
- Verify before/after photos clearly show the completed work.
Phase 7: SATISFACTION CONFIRMATION (TENANT & OWNER)
1. Description
Staff contacts the tenant to confirm satisfaction and collects specific feedback. Staff sends a completion summary to the owner, including tenant satisfaction status, and awaits owner acknowledgment/approval of final completion.
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "Pending Satisfaction Confirmation" |
| Priority | Same |
| Due Date | 48 hours from work completion |
| Assigned To | Same |
| Collaborators | None |
| Share With | Staff, Owner (completion notification), Tenant (thank-you message) |
3. Messages (Template: Tenant & Owner Confirmation Log)
Record tenant satisfaction and owner notification details:
TENANT SATISFACTION LOG
[Date Time] - Staff [Name]: Tenant satisfaction confirmation.
TENANT CONTACT METHOD: [Phone call / Buildium message / Email]
SATISFACTION QUESTIONS ASKED:
Q: Is the [issue] completely resolved?
A: [Tenant response]
Q: Are you satisfied with the quality of work?
A: [Tenant response]
Q: Did the vendor clean up the work area?
A: [Tenant response]
Q: Was the vendor professional and respectful?
A: [Tenant response]
Q: Any remaining concerns or additional issues?
A: [Tenant response]
TENANT SATISFACTION: ✓ CONFIRMED / ✗ ISSUES REPORTED
[If issues reported]:
ISSUES: [Details]
ACTION PLAN: [How issues will be resolved]
VENDOR RE-DISPATCH: [Yes/No]
OWNER COMPLETION NOTIFICATION LOG
[Date Time] - Staff [Name]: Owner completion notification sent.
OWNER NOTIFICATION (Buildium + Email):
Subject: Maintenance Completed - [Property Address]
Summary:
- Issue: [Description]
- Vendor: [Name]
- Completion Date: [Date]
- Final Cost: $[amount] (including GST)
- Tenant Satisfaction: CONFIRMED ✓
- Work Quality: Excellent / Good / Satisfactory
- All documentation attached
Owner acknowledgment: [Pending/Received] - [Date if received]
4. Attachments / Evidence
- Tenant satisfaction confirmation (email/text screenshot or call notes)
- Owner completion notification (copy of email sent)
- Owner acknowledgment (if received)
5. Important Notes
- Never close the task without tenant satisfaction confirmation.
- If tenant reports issues: do not proceed to Phase 8. Return to Phase 6 and re-dispatch vendor as needed.
- Document tenant feedback as close to exact wording as possible.
- Tenant satisfaction notes form part of legal protection for 3PM.
Phase 8: ACCOUNTING RECONCILIATION & PAYMENT
1. Description
Accounting verifies invoice accuracy against the approved quote, processes payment in Buildium, issues payment to the vendor, and reconciles the expense to the owner's account. Confirm the vendor received payment.
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "Pending Accounting Reconciliation" |
| Priority | Normal (accounting timeline) |
| Due Date | 7 business days from invoice receipt (per vendor agreement) |
| Assigned To | Accounting Department |
| Collaborators | Property Manager (for questions) |
| Share With | Staff, Accounting, Owner (will see on statement) |
3. Messages (Template: Accounting Reconciliation Log)
Detailed log of invoice verification and payment processing:
[Date Time] - Accounting [Name]: Invoice received and processing.
INVOICE VERIFICATION:
Invoice #: [Number]
Vendor: [Name]
Amount: $[subtotal]
GST (5%): $[GST amount]
Total: $[total]
VERIFICATION CHECKS:
✓ Matches approved quote: YES/NO
✓ GST calculated correctly: YES/NO
✓ Vendor banking info on file: YES/NO
✓ Work order number referenced: YES/NO
✓ Property address correct: YES/NO
PAYMENT PROCESSING:
Buildium Bill created: [Date]
Bill #: [Number]
Category: Maintenance & Repairs
Payment method: EFT / Cheque
Payment date: [Date]
Payment amount: $[total]
OWNER ACCOUNT RECONCILIATION:
Expense charged to: [Owner name] - [Property]
Accounting category: Maintenance & Repairs
Will appear on: [Month] owner statement
VENDOR PAYMENT CONFIRMATION:
Payment issued: [Date]
Payment confirmed received: [Date]
Method: [EFT/Cheque #]
Accounting reconciliation: COMPLETE ✓
4. Attachments / Evidence
- Invoice (already attached in Phase 6)
- Buildium Bill record (screenshot)
- Payment confirmation (EFT receipt or cheque copy)
- Vendor payment received confirmation (email)
5. Important Notes
- If invoice does not match quote: stop payment and contact PM and vendor.
- GST must be exactly 5% – verify the calculation.
- Payment timeline: 7 business days per vendor agreements (avoid late fees).
- Do not close the task until vendor confirms payment received.
Phase 9: FINAL TASK CLOSURE
1. Description
Final verification that all requirements are completed and compliance checks are satisfied. Add final closure comment with the mandatory checklist verification. Update task status to "Completed" and archive the task.
2. Buildium Task Fields
| Field | Value / Instruction |
|---|---|
| Status | "Completed" (final status) |
| Priority | Completed (no longer relevant) |
| Due Date | Set completion date to today |
| Assigned To | Same (for records) |
| Collaborators | Clear (task complete) |
| Share With | Staff only (archived) |
3. Messages (Template: Final Closure Comment – MANDATORY)
This comment is the audit trail. Use it after verifying all steps:
[Date Time] - Staff [Name]: TASK CLOSURE - ALL REQUIREMENTS MET
══════════════════════════════════════════════════════
TASK CLOSURE CHECKLIST - ALL MUST BE YES
══════════════════════════════════════════════════════
INITIAL DOCUMENTATION:
✓ Task created with proper naming format
✓ All triage details documented in messages
✓ Property & Unit linked correctly
✓ All tenant photos/videos uploaded
VENDOR MANAGEMENT:
✓ Minimum 2 quotes obtained (or justified single quote)
✓ All quotes uploaded to attachments
✓ Best vendor selected with documented reasoning
APPROVAL PROCESS:
✓ Non-emergency <$500: Owner notified, 72-hour window followed
✓ Non-emergency ≥$500: Written owner approval received & uploaded
✓ Emergency: Proper stop-loss procedures followed
✓ All approvals documented in messages
WORK ORDER:
✓ Work Order created in Buildium after approval
✓ Vendor dispatched with clear scope
✓ Tenant notified 24 hours in advance
✓ Owner notified within 2 hours of dispatch
✓ All documented in messages
COMPLETION VERIFICATION:
✓ Vendor completion report received
✓ Before/after photos uploaded
✓ Invoice submitted and uploaded
✓ Tenant satisfaction CONFIRMED
✓ Owner completion notification sent
ACCOUNTING:
✓ Invoice processed and paid
✓ Payment confirmed received by vendor
✓ Expense reconciled to owner account
✓ Accounting confirmation in messages
COMPLIANCE:
✓ PMA repair authority clause followed
✓ Communication policy followed (Buildium + Email + escalation)
✓ RTA repair obligations met
✓ Emergency Contractor Agreement followed (if applicable)
✓ All communications documented with timestamps
BUILDIUM DOCUMENTATION:
✓ Complete message log with all timestamps
✓ All files attached (quotes, photos, invoices, approvals)
✓ Work Order linked and closed
✓ No outstanding actions or subtasks
══════════════════════════════════════════════════════
COMPLETION SUMMARY
══════════════════════════════════════════════════════
Issue: [Description]
Resolution: [What was done]
Vendor: [Name]
Total Cost: $[amount] (including GST)
Timeline: [X] days from initial request to completion
Tenant Satisfaction: CONFIRMED
Owner Notification: Complete
Task completed: [Date]
Completed by: [Name, Title]
Final Status: CLOSED
All documentation retained per 7-year BC business records requirement.
══════════════════════════════════════════════════════
4. Attachments / Evidence
No new attachments (all required files should already be uploaded). Final check that all previous attachments are still linked and accessible.
5. Important Notes
- Do not close the task if any checklist item is “No”.
- If anything is missing, go back to the relevant phase and complete it.
- Final closure comment is the main audit trail for RTB disputes, insurance claims, and owner reporting.
- Retention: 7 years minimum per BC business records requirements.
Quick Reference Cards
Essential decision trees and requirements for rapid compliance checks.
1. Status Flow Chart
New → In Progress → Pending Approval → Vendor Scheduled → Work Completed → Pending Verification → Pending Accounting → Completed → Closed
2. Priority Decision Tree
- Emergency? → YES → High
- Emergency? → NO → Normal
3. $500 Threshold Decision
- <$500 Non-Emergency → Owner has 72 hours; proceed after if no response.
- ≥$500 Non-Emergency → Written approval required.
- <$500 Emergency → Proceed immediately; notify owner.
- ≥$500 Emergency → Attempt live approval; if no response, proceed with stop-loss and document.
4. Communication Channels
| Official Record: | Buildium (primary) |
| Legal Record: | Email (always CC) |
| Escalation: | WeChat / WhatsApp / Phone call (after 36 hours no response) |
5. Timeline Requirements
- Initial acknowledgment: within 2 business hours.
- Owner approval (<$500): 72 hours window.
- Owner approval (≥$500): 24 hours (escalate at 36 hours).
- Vendor payment: within 7 business days of invoice receipt.
6. Must-Have Attachments
- Tenant photos/videos
- All vendor quotes
- Owner approval (if ≥$500 or required)
- Vendor invoice
- Tenant satisfaction confirmation