Guide
Landlord text message templates for maintenance: acknowledge, schedule, enter, close
Updated
The same eight situations come up on every repair. Having the text ready means you reply in thirty seconds instead of composing at a red light. These are the messages OwnAway's templates are modeled on; replace the brackets and send.
Acknowledge and ask
Thanks for letting me know. So I send the right person: where exactly is it, how bad is it right now, and when did you first notice? A photo helps a lot.
Got it — I'm treating this as urgent and getting someone today. Are you safe, and is anything actively leaking, sparking, or smelling of gas? If so, text me back right away.
Before I send someone: [check the breaker / try plunging / check the thermostat batteries]. Takes two minutes. If it's still not working after that, tell me and I'll dispatch right away.
Dispatch and schedule
Hi [name] — [issue] at [address, unit]. Photo attached. Tenant is [name], [phone], home [availability]. Can you get there [today / this week]? Reply with a window and I'll confirm with them.
[Vendor] can come [day] between [time] and [time]. Does that work? If not, send me two other windows this week and I'll sort it.
[Tenant], meet [vendor] — they're handling the [issue] at [address]. Please sort a time between you this week. [Vendor], text me if you need anything or if the job is bigger than expected before doing extra work.
Entry, delays, no-shows
Notice: [vendor] will enter [address, unit] on [date] between [time] and [time] to repair the [issue]. You don't need to be home. Reply if that's a problem and we'll reschedule.
Most states require reasonable notice for non-emergency entry, commonly 24 hours; some leases and states specify more. Send it in writing, keep the message, and skip it only for a true emergency.
Update: [vendor] can't make it until [new day] — the part / their schedule. I know that's frustrating. In the meantime [space heater is on its way / please keep the valve off]. I'll confirm the new time as soon as I have it.
[Vendor], the tenant at [address] says nobody came for the [time] window today. What happened, and when can you be there? If I don't hear back by [time] I'll need to send someone else.
Close
[Vendor] says the [issue] is sorted. Can you confirm it's working for you? If anything's still off, tell me and I'll get them back out at no charge to you.
The plumber found [cause — e.g. wipes in the line], which per section [x] of the lease is a tenant charge. The invoice is [$]; I'm attaching it. It'll be added to next month's rent unless you'd rather pay it now.
Questions
How formal should maintenance texts be?
Plain and warm. Full sentences, no legalese, no emoji you wouldn't use with a colleague. The lease is the formal document; the text is the person behind it.