Maintenance
Every ticket opens with a clock already running.
The gap between a tenant noticing a problem and someone competent looking at it is where property-management reputations are made. QaceHomes closes it with a deadline on every ticket from the moment it opens, a route to the right vendor, and an alert before the deadline is missed rather than after.
The route
Reported to resolved.
Six moves — and the tenant can see where it has got to at every one of them.
The tenant reports it
From the QaceHomes app on their phone, with photos compressed on the device before they have left the building. The ticket gets a number — TKT-2026-0184 — and one of twelve categories, from Plumbing to Keys & access.
The clock starts
Priority sets two deadlines at once. Urgent: two hours to respond, twenty-four to resolve. High: a day, then three. Medium: two days, then a week. Low: a week, then a fortnight. Re-prioritise and both clocks reset from now.
You triage it
Confirm or change the category and priority, assign it to someone, put a date on it. The ticket moves open, triaged, scheduled. Scheduled the wrong thing? Walk it backwards — the reversal goes onto the timeline rather than quietly rewriting it.
The vendor gets a link, not a login
Delta Plumbing needs no account, no password, and no opinion about your software. Their link works for thirty days: they accept it, mark work started, upload photos, and submit for review. Thirty wrong guesses at that link and it revokes itself.
Or they never open it — which is fine
Some vendors will not use a link, ever. Assign them in manual mode and your team records the same updates on their behalf. The trail is identical; only who typed it differs.
It closes, and you can prove it
Photos, comments, status changes, who did what and when. The tenant rates it. Estimated and actual cost sit on the ticket, and the actual figure carries into the owner’s monthly statement as maintenance spend.
The detail
What runs while you are not looking.
Scheduled work, inspections, escalation alerts, and a vendor surface that only shows the vendor’s part.
A breach sweep every fifteen minutes
A job looks for tickets past either deadline and raises an escalation notification. SLA breached is a one-click filter on the ticket list, and the analytics view reports the share of tickets closed inside their resolution target.
Work that recurs on its own
Gutters before the rains, generator servicing, fire equipment. A schedule generates its own tickets — daily through annually, or an interval you define — so the routine work does not depend on someone remembering it.
Inspections that raise their own tickets
Move-in, move-out, routine, damage. Items pass or fail against a template, a failed item becomes a ticket without anyone re-typing it, and the whole inspection becomes a PDF.
The vendor sees only the vendor’s part
What the public vendor link returns is built from an explicit whitelist. Internal costs, internal comments, tenant contact details and your organisation’s identity are not hidden by the interface — they are absent from the response.
Nine states, and one direction that needs permission
Open, triaged, scheduled, in progress, on hold, awaiting review, completed, cancelled, reopened. Moving a ticket forward and moving it backward are separate permissions, because they are separate kinds of decision.
Where the report came from is on the record
Raised by staff, by a tenant from the app, by a failed inspection item, or by a recurring schedule. When you are looking at a month of tickets, knowing which is which is most of the analysis.
What maintenance does not do.
Including one thing the SLA language elsewhere in this industry usually implies.
- SLA targets are the four sets of hours above. They are the same for every organisation and are not configurable per contract or per client.
- A breached ticket alerts you. It does not raise its own priority — nothing changes on the ticket except that you have been told.
- Vendors accept, work, and submit for review. They cannot decline through the link and they cannot enter a cost; quoting is a conversation, and the figure is recorded by your team.
- Tenant self-service is the mobile app. There is no browser-based tenant portal.
Keep reading
The rest of the system.
Every part of QaceHomes writes into the same record, so these are four views of one thing rather than four products.
- LeasingEnquiry, viewing, application, agreement, signature, activation — as one record.
- FinanceScheduled invoicing, a proof-of-payment queue, credit balances, owner statements.
- PortfolioA branded public site — listings, enquiries, and real viewing slots.
- SecurityHow isolation, access control, and the audit trail actually work.
Send us a ticket you handled badly.
The one that took four days and three phone calls. We will show you where it would have surfaced, when the clock would have gone off, and who would have been holding it.