Answer

How do tenants report maintenance without calling the office?

Give them a way in that needs no password and no app. At handover, hand each resident a printed QR card: scanning it logs them straight into their own portal, where they raise the issue with a photo and a description, it routes to the trade, and they watch the status move to closed. Residents who arrive later scan the location code on site and fill in a short form, which creates a pending request a manager approves before anything is live. Either way the office is told, with a photo and a location, rather than phoned with a description.

ANSWERED FROM THE PRODUCT DOCS·UPDATED SEPTEMBER 2026
Before the tool

The phone call is the worst possible format

“Something’s wrong with the tap” from a number you do not recognise, at 8:10, while you are in the car. No photo, no unit number until you ask, no record unless you write one, and a second call on Thursday asking whether anyone is coming. The tenant is not being difficult; they have no other way in. Every option that is not a phone call has to clear the same bar: easier for the resident than dialling, and safe enough that a stranger cannot let themselves into your building’s records from the lobby. Three routes clear it.

Three ways in

A card, a code, or you

  1. 1A printed QR card at handover
    Print tenant QR cards from Reports and hand one to each resident at settlement or move-in. Scanning the card logs them straight into their own portal: no password to set, no app to install, nothing to remember. The card is durable and keeps working for years, and it dies the moment you deactivate that tenant.
  2. 2The location code on the door
    A resident who scans a location code on site without an account is offered a short form: name, email, phone. That creates a pending request. The account exists but the login does nothing until someone on your side approves it, and you can correct the name, the email or the apartment before you do, because these were typed by a resident on a phone.
  3. 3Set up directly by you
    Like any other user, from the admin side. The right route for the tenant who emailed you their details, or the commercial tenant contact who will report on behalf of a whole floor.
One request, from a scanned card to closed, with no phone call in it. The building manager’s only manual step was correcting the location.
Once they are in

What a tenant sees, and what they cannot

An outside user does not get a reduced copy of your workspace. They get their own surface, built for the one thing they are there to do, which is what makes it safe to hand access out freely.

01
Their own items
The defects they raised themselves, with the status moving as it is dealt with, and the close-out photo when it is done. Cost figures and contractor identity are stripped out of everything they see.
02
Their own unit’s documents
What is attached to their unit, and only their unit. Never another resident’s, never the project’s cost or work-order records.
03
The photo gallery
The project’s photo gallery, grouped by date, so a resident can see the lobby repair happened without asking you.
04
Raise and comment
They can raise a defect with a photo and comment on one. They cannot change a status, close anything, or see what a repair cost.
The gate

Nothing is live until you say so

The part that makes it safe

A stranger scanning a code in the lobby cannot get themselves in. What they get is a read-only view or the short request form, and a request does nothing until a manager approves it. Pending requests land on one screen; approving one activates the account and emails a set-password link valid for seven days; denying one deactivates it, ends any session, and kills any printed card that person holds.

The same applies in reverse. When a resident moves out, deactivate them and the card in their kitchen drawer stops working. A code that has been stuck in a public corridor for two years can be revoked or rotated without changing what people scan toward. Every scan is logged with the time, the location, and the user if there was one.

If what you wanted was anonymous reporting, where anyone with a phone can file anything without a name, this is not that, and we would rather say so here. A request from a person you can reach is the one you can act on; the record insists on contact details for tenant reporters for exactly that reason.

Related questions

Asked alongside this one

How do tenants report maintenance without calling the office?
Give them a way in that needs no password and no app. At handover, hand each resident a printed QR card: scanning it logs them straight into their own portal, where they raise the issue with a photo and a description, it routes to the trade, and they watch the status move to closed. Residents who arrive later scan the location code on site and fill in a short form, which creates a pending request a manager approves before anything is live. Either way the office is told, not phoned.
Can a stranger who scans a code in the lobby get in?
No. A scan without an account gets a read-only view or the short request form, and the request does nothing until a manager approves it. Denying a request deactivates the account, ends any session and kills any printed card that person holds. A code can also be revoked or rotated without changing what people scan toward.
What does a tenant see once they are in?
The defects they raised themselves, with cost figures and contractor identity removed; the documents attached to their own unit; the project photo gallery. They can raise a defect and comment on one. They cannot change a status, see other units, or see what a repair cost.
Read on

Where this answer comes from

The full model, including trades and clients, is in trades, tenants and clients; printing and scoping codes is in QR codes; the cards themselves come from reports. The pages written for the people who answer the phone are property managers, real estate agencies, strata and owners corporations and, for commercial tenants, facilities management. What the portal shows today and what is still on the roadmap is stamped item by item on the portals page.