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Work Orders & Maintenance — Overview

How we handle maintenance from the moment a request arrives until the work is verified and the bill is paid. Everything lives in AppFolio, and every request is treated as a case, not a ticket.

The flow​

  1. Triage & Severity Framework — classify every issue (Critical / Urgent / Standard / Low) and log it correctly.
  2. Work Order Intake & Triage — capture the request, acknowledge the tenant, set scope.
  3. Scheduling & Completion — PO before work, schedule access, verify the work, handle change orders.
  4. For pricing/approvals see Vendor Management → Bill Payments and the Approval Thresholds.
Cases, not tickets

Close the loop quickly, but never skip the investigation. The right fix depends on the root cause — see the Decision-Making Framework.