Maintenance Request Handling

End-to-end workflow for tenant maintenance requests from submission through resolution at all Jevons-managed properties.

Process Steps

1. 1

   Tenant

   Submit maintenance request via AppFolio tenant portal or emergency phone line

   Outcome: Work order created in AppFolio

   automated
2. 2

   Jevons Property Management

   Classify request as emergency or standard; emergency = life safety or habitability (no heat, water intrusion, electrical hazard)

   Outcome: Priority assigned: emergency (<2hr response) or standard (<24hr business hours)

   automated
3. 3

   Jevons Property Management

   Dispatch qualified vendor from approved network. Yakima County defaults to Handyman Nearby LLC network.

   Outcome: Vendor assigned and notified; tenant notified of scheduled visit

   automated
4. 4

   Jevons Property Management

   Obtain repair estimate if cost expected to exceed $500 threshold

   Outcome: For repairs >$500: owner is notified and approval obtained before work begins. For repairs <=500: work proceeds without owner approval per management agreement.

   hybrid
5. 5

   Vendor

   Complete repair; document with photos; submit invoice

   Outcome: Work order marked complete in AppFolio

   manual
6. 6

   Jevons Property Management

   Process vendor invoice; apply to owner ledger; notify tenant of resolution

   Outcome: Invoice posted; owner statement updated; work order closed

   automated

Exclusions

• —Properties where owner has designated themselves as the repair vendor (Owner Handling) are excluded from dispatch automation
• —Turn work orders (vacant unit preparation) follow a separate workflow coordinated by the maintenance supervisor