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 told who to contact and contacts the vendor directly to schedule

   automated
4. 4

   Jevons Property Management

   Obtain a repair estimate when the cost may exceed the property's approval threshold ($500 under the current management agreement; older agreements set their own)

   Outcome: Above the threshold: the owner approves before work begins. Within it: work proceeds without owner approval. Life-safety emergencies are dispatched immediately, without waiting for approval.

   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 turn workflow run by Jevons Property Management