A Simple Maintenance Request Template UK Landlords Can Reuse

Ask most DIY landlords where repairs slow down and the answer isn't the contractor — it's the start. A tenant sends "the shower's not working", and then comes a day of questions: which shower? Not working how? Since when? Can someone get in on Thursday?

A simple, consistent maintenance request template fixes most of that. It gives tenants a clear way to report problems, gives you the details you need to decide what to do, and leaves a tidy record behind.

Here's a template you can reuse, plus how to get the most from it.

The template

Copy this into your tenant welcome pack, a shared note, or wherever your tenants will find it.

Maintenance request

1. Your name and address Include flat or room number if relevant.

2. What's the problem? Describe what's happening in a sentence or two. For example: "Kitchen tap is dripping constantly" or "No hot water from the boiler."

3. Where exactly is it? Which room, and which appliance or fitting.

4. When did it start? Today, a few days ago, or on and off for a while?

5. Photos or a short video Please include at least one clear photo. For appliances, a photo of any error code or display helps.

6. How urgent does it feel?

• Emergency — risk to safety or serious damage (e.g. gas smell, major leak, no power, security issue)
• Urgent — affects essential services (e.g. no heating or hot water, only toilet not working)
• Routine — needs fixing but can wait a few days

7. Access When are you available? Are you happy for a contractor to attend if you're not home? Any pets, parking notes or entry instructions?

8. Anything you've already tried? For example, resetting a trip switch or checking the thermostat.

9. Best way to reach you Mobile number, and email if you'd like written updates.

At the bottom, add a line with emergency contacts:

If you smell gas, call the National Gas Emergency Service on 0800 111 999 straight away. For other emergencies, contact [your emergency number].

Why each section matters

Name and address. Obvious with one property, essential with several — especially in HMOs or blocks where "the flat" could mean any of them.

What and where. A precise description lets you decide whether it's a job for a plumber, an electrician, a Gas Safe engineer or a quick visit yourself.

When it started. Helps you judge how serious it is, and matters if a slow leak has been going on for a while — hidden damage is worth knowing about early.

Photos. The single most useful field. A photo of a boiler display or a damp patch can save a wasted call-out and helps contractors bring the right parts.

Urgency. Tenants usually know when something is making life difficult. Giving them clear categories means you can prioritise without guessing — and it gently sets expectations about response times for routine jobs.

Access. Most repairs stall on scheduling. Collecting access details upfront means you can book a contractor in one go rather than playing message tennis.

What they've tried. Stops you suggesting the same fix twice, and sometimes reveals the problem is already solved.

Contact details. Makes sure updates reach them — and gives you a way to confirm the job is done.

How to use the template well

Share it before anything goes wrong

Include the template in your move-in pack and mention it at check-in. Tenants are far more likely to use it if they know about it before the boiler breaks at 7am.

Reply quickly, even if it's routine

A short acknowledgement — "Thanks, got it. I'll arrange for someone to take a look and let you know when" — reassures tenants and cuts down on chasers.

Log what you do next

The tenant's report is only half of the record. For each request, note:

• When you received it and when you replied
• Who you contacted and when they attended
• What was found and what was done
• Costs, invoices and job sheets
• When it was resolved, and the tenant's confirmation

This matters if questions come up later — about deposits, disrepair or response times — and it helps you spot recurring issues worth fixing properly.

Keep one record per issue

Resist the temptation to keep everything in one long message thread. If the tenant reports a dripping tap and a broken window in the same message, treat them as two separate jobs. They'll likely need different contractors and be resolved at different times.

Close the loop

When the job's done, tell the tenant and ask them to confirm everything's working. Then mark it as resolved. It's a small step, but it's what turns a pile of messages into a clean history.

From template to routine

A template on its own is a big improvement over free-text messages. But it still relies on tenants finding it, filling it in properly, and sending it somewhere you'll see it.

That's where a structured maintenance inbox can help. With GAFFY, each property gets a simple request link. Tenants open it on their phone — no app to download — describe the issue and add photos. The request lands in your inbox against the right property, with a status you can update as the job moves along. Alongside that, you can keep your compliance documents such as gas safety certificates, EPCs and EICRs, with expiry dates visible at a glance.

It doesn't book contractors for you or promise to fix anything on your behalf — you stay in charge. It just means the information you need is in one place when you need it.

Quick recap

• Use a consistent template so every request includes the essentials
• Always ask for photos and access details upfront
• Give tenants clear urgency categories and an emergency number
• Reply quickly, then log what you do
• Keep one record per issue and close the loop with the tenant

Less chaos. More control.