Tenant requests: the four hours that decide the relationship

Tenants and occupants judge a facilities team on the first response, not the repair time. A job that takes a week and gets acknowledged in an hour produces a satisfied tenant. A job fixed in a day with silence beforehand produces a complaint. The whole workflow should be designed around that fact.

Acknowledge automatically, within minutes

Not "we will look into this". Say what was received, where, and what happens next for that priority. This one message removes most of the chasing calls, and it costs nothing because nobody sends it by hand.

Give them one way in, and make it obvious

Requests arriving by text, phone, email, the portal and a word in the lobby cannot be managed, because four of the five never reach the list. One route, published in the tenant handbook, on the wall, and in every reply you send.

A code by the lift that opens a form with the building and floor already filled in is the version people actually use, because it takes twenty seconds and needs no account.

Merge duplicates rather than closing them

Five people report the same broken air conditioning. Closing four of them as duplicates means four people are told their report was rejected. Merging them means five people get told when it is fixed, which is the outcome you want.

Publish response times per priority, then meet them

A published target that is met is worth more than an unpublished one that is beaten. Tenants plan around expectations; they get angry about surprises. If you cannot meet the target on the top priority, the target is wrong or the priority is being misused.

Close the loop with the person, not the building

The message when the work is done should go to whoever reported it, in the words they used, with one sentence on what was done. It also catches the jobs that were not really fixed, on the day rather than in a survey next quarter.

The number to report to the landlord or the board

Requests with no first response, and how long they have waited. Not average close times, which are dragged around by parts. The unanswered count is what a tenant experiences and it is the leading indicator of every complaint you are about to receive.