On this page
- Maintenance Request Tracker Template
- Maintenance Request Tracker
- Template Columns Explained
- Issue Categories
- Priority Classification Guide
- Emergency -- Respond Within 24 Hours
- High Priority -- Respond Within 3 Days
- Medium Priority -- Respond Within 14 Days
- Low Priority -- Respond Within 28 Days
- Awaab's Law Response Deadlines
- Contractor Tracking Sheet
- Cost Tracking Section
- Monthly Cost Summary
- Annual Repair Budget vs Actual
- Example Tracker Entries
- Annual Maintenance Schedule
- Preventive Maintenance Checklist
- How Togal Automates Tracking
- Related Resources
Maintenance Request Tracker Template
A complete system for tracking repairs from first report to final resolution
Quick Answer: Landlords need a structured way to track every maintenance request -- from the moment a tenant reports a problem to the day it is resolved. This template provides a ready-to-use tracker, priority classifications aligned with Awaab's Law deadlines, a contractor management sheet, and a preventive maintenance calendar.
Maintenance tracking is where many landlords fall down. A tenant texts about a leaking tap. You mean to deal with it. A week passes. The tenant texts again. You book a plumber. The plumber cancels. Another week passes. The tenant sends a formal complaint. You now have an Awaab's Law compliance problem and a paper trail that shows you ignored the issue for two weeks.
A maintenance tracker prevents this. Every request gets logged, prioritised, assigned, and followed through to completion. Nothing gets forgotten. Deadlines are visible. And if a dispute ever reaches a tribunal, you have a clear record showing exactly what happened and when.
Maintenance Request Tracker
Template Columns Explained
Use this in a spreadsheet (Google Sheets, Excel) or print it for each property. One row per request.
| Column | What to Record | Example |
|---|---|---|
| Ref # | Unique reference number (sequential) | MR-001 |
| Date Reported | When the tenant first reported the issue | 03/02/2026 |
| Reported By | Tenant name or "Landlord inspection" | Jane Smith |
| Reported Via | How the issue was reported (phone, text, email, Togal, in person) | Togal |
| Issue Category | Category from the list below | Plumbing |
| Priority | Emergency / High / Medium / Low | High |
| Description | Clear description of the problem | Kitchen mixer tap dripping constantly. Water pooling under sink cabinet. |
| Acknowledged | Date you acknowledged receipt to the tenant | 03/02/2026 |
| Action Taken | What you did in response | Booked ABC Plumbing for 05/02 |
| Contractor | Contractor name and contact | ABC Plumbing -- 07700 900123 |
| Contractor Ref | Contractor's job reference (if given) | JOB-4521 |
| Scheduled Date | When the repair is booked for | 05/02/2026 |
| Status | Open / In Progress / Awaiting Parts / Awaiting Tenant / Resolved | Resolved |
| Cost | Total cost of the repair (inc. VAT) | £85.00 |
| Completion Date | When the work was finished | 05/02/2026 |
| Tenant Confirmed | Did the tenant confirm the issue is fixed? | Yes -- 05/02/2026 |
| Notes | Any additional context | Cartridge replaced. Tenant confirmed working same day. |
Issue Categories
Use these standard categories for consistent tracking and reporting.
| Category | Covers |
|---|---|
| Plumbing | Leaks, drips, blockages, toilets, water pressure, stopcocks |
| Electrical | Sockets, switches, fuse board, lighting, wiring |
| Heating | Boiler, radiators, thermostat, hot water, immersion heater |
| Damp and Mould | Condensation, rising damp, penetrating damp, black mould |
| Structural | Walls, floors, ceilings, foundations, subsidence |
| Pest Control | Mice, rats, insects, pigeons, foxes |
| Appliances | Oven, hob, fridge, washing machine, dishwasher (if landlord-supplied) |
| Exterior | Roof, gutters, fencing, garden, paths, external doors |
| Safety | Smoke alarms, CO detectors, fire doors, locks, security |
| Noise | Neighbour noise, building noise, external noise |
| Other | Anything not covered above |
Priority Classification Guide
Priority determines how quickly you must respond. Under Awaab's Law (part of the Social Housing (Regulation) Act 2023, with PRS extension expected under the Renters' Rights Act 2025), landlords face specific legal deadlines for responding to hazards. These deadlines currently apply to social housing (Phase 1, October 2025), with private sector extension expected but not yet confirmed.
Emergency -- Respond Within 24 Hours
Issues that pose an immediate risk to health, safety, or the structure of the property.
| Issue | Why It Is an Emergency |
|---|---|
| Gas leak or suspected gas leak | Risk of explosion or carbon monoxide poisoning |
| No heating in winter (Oct-Mar) | Health risk, especially to vulnerable tenants |
| No hot water | Basic habitability requirement |
| Complete electrical failure | Safety hazard, no lighting |
| Burst pipe or major water leak | Structural damage, flooding |
| Sewage backup | Health hazard |
| Broken external door/lock | Security risk, property cannot be secured |
| Fire or fire damage | Immediate safety risk |
| Structural collapse or risk of collapse | Life safety |
| Carbon monoxide alarm sounding | Immediate poisoning risk |
Your legal duty: Under Awaab's Law, you must acknowledge the hazard within 24 hours and begin remediation. Under the Homes (Fitness for Human Habitation) Act 2018, the property must be fit for habitation at all times.
High Priority -- Respond Within 3 Days
Issues that significantly affect the tenant's use of the property but are not immediately dangerous.
| Issue | Why It Is High Priority |
|---|---|
| Partial heating failure (one radiator working) | Reduced habitability |
| Toilet not flushing | Single bathroom property |
| Persistent leak (contained but ongoing) | Will cause damage if left |
| Broken window (not ground floor) | Weather ingress, energy loss |
| Faulty smoke/CO alarm | Safety equipment must work |
| Mould growth in occupied rooms | Health risk under Awaab's Law |
| Boiler intermittent failure | Unreliable heating/hot water |
Medium Priority -- Respond Within 14 Days
Issues that cause inconvenience but do not affect safety or habitability.
| Issue | Example |
|---|---|
| Dripping tap | Slow drip, not a leak |
| Stiff door or window | Opens/closes with effort |
| Cracked (not broken) tile | Cosmetic with minor risk |
| Worn carpet or flooring | Trip hazard developing |
| Minor damp patch | Small, not spreading |
| Faulty extractor fan | Bathroom has a window |
| Appliance running poorly | Still functional |
Low Priority -- Respond Within 28 Days
Cosmetic issues and minor improvements that do not affect the tenant's comfort or safety.
| Issue | Example |
|---|---|
| Scuffed paintwork | Normal wear and tear |
| Loose door handle | Still functional |
| Garden maintenance | Unless a safety issue |
| Cosmetic crack in wall | No structural concern |
| Worn sealant (no leak) | Preventive replacement |
Awaab's Law Response Deadlines
Awaab's Law (part of the Social Housing (Regulation) Act 2023) sets specific legal requirements for landlord responses to hazards. Phase 1 (from October 2025) currently applies to social housing only. The Renters' Rights Act 2025 provides for extension to the private rented sector, but this has not yet been confirmed or commenced. Private landlords should prepare to meet these deadlines, as PRS extension is expected but not yet in force. The deadlines below reflect the social housing requirements and are likely to form the basis of any future PRS obligations.
| Stage | Deadline | What It Means |
|---|---|---|
| Investigation | Complete within 10 working days | You must investigate the hazard and identify the cause |
| Emergency repairs | Within 24 hours | For issues posing immediate danger to health/safety |
| Written summary | Within 3 working days of investigation | Provide tenant with findings and proposed remedy |
| Safety work begins | Within 5 working days of written summary | Repair work must commence within this timeframe |
| Completion | Reasonable period | Depends on complexity, but must not be unreasonable |
Key point: The clock starts when the tenant reports the issue, not when you see the message. This is why logging the exact date and time of every report matters. If you use Togal for tenant communications, every report is timestamped automatically, giving you a verifiable record of when the deadline started.
For a full breakdown of Awaab's Law compliance, see our Awaab's Law Compliance Checklist.
Contractor Tracking Sheet
Keep a separate sheet of contractors you use regularly. This saves time when assigning repairs and provides a record for your accounts.
| Name / Company | Trade | Phone | Area Covered | Hourly Rate | Rating (1-5) | Gas Safe # | Notes | |
|---|---|---|---|---|---|---|---|---|
| ABC Plumbing | Plumber | 07700 900123 | info@abcplumbing.co.uk | SE London | £65/hr | 4 | -- | Reliable, usually available within 48hrs |
| Dave's Electrics | Electrician | 07700 900456 | dave@daveselectrics.co.uk | SE London | £55/hr | 5 | -- | Does EICR reports too |
| GasSafe Solutions | Gas Engineer | 07700 900789 | book@gassafe.co.uk | Greater London | £80/hr | 4 | 123456 | Annual gas safety certs |
Tip: Always verify Gas Safe registration at GasSafeRegister.co.uk before hiring a gas engineer. An unregistered gas engineer working on your property is a criminal offence.
Cost Tracking Section
Track repair costs per property for tax reporting and budgeting.
Monthly Cost Summary
| Month | Property | Repair Refs | Total Cost | Tax Deductible | Paid Via |
|---|---|---|---|---|---|
| Feb 2026 | 14 Oak Lane | MR-001, MR-003 | £235.00 | Yes | Bank transfer |
| Feb 2026 | 7 Elm Court | MR-002 | £150.00 | Yes | Card |
Annual Repair Budget vs Actual
| Property | Annual Budget | Spent YTD | Remaining | % Used |
|---|---|---|---|---|
| 14 Oak Lane | £2,000 | £235 | £1,765 | 12% |
| 7 Elm Court | £1,500 | £150 | £1,350 | 10% |
A common rule of thumb: budget 1-2% of the property value per year for maintenance. A property worth £250,000 should have a maintenance budget of £2,500 to £5,000.
Example Tracker Entries
Here is a completed tracker showing several real-world scenarios.
| Ref | Date Reported | Reported By | Category | Priority | Description | Acknowledged | Action Taken | Contractor | Status | Cost | Completion |
|---|---|---|---|---|---|---|---|---|---|---|---|
| MR-001 | 03/02/2026 | Jane Smith | Plumbing | High | Kitchen mixer tap dripping. Water pooling under sink. | 03/02/2026 | Booked plumber | ABC Plumbing | Resolved | £85 | 05/02/2026 |
| MR-002 | 05/02/2026 | Landlord inspection | Safety | Emergency | CO detector in kitchen not responding to test button. | 05/02/2026 | Replaced immediately | Self | Resolved | £28 | 05/02/2026 |
| MR-003 | 10/02/2026 | James Brown | Heating | Emergency | Boiler showing E119 error. No heating or hot water. | 10/02/2026 | Called GasSafe Solutions. Provided portable heater. | GasSafe Solutions | In Progress | TBC | -- |
| MR-004 | 12/02/2026 | Sarah Lee | Damp and Mould | High | Black mould on bathroom ceiling above shower. Approx 30cm patch. | 12/02/2026 | Awaab's Law applies. Investigation started. Extractor fan checked. | TBC | Open | -- | -- |
| MR-005 | 15/02/2026 | Jane Smith | Appliances | Low | Washing machine making grinding noise on spin cycle. Still works. | 16/02/2026 | Monitoring. Requested tenant video. | -- | Awaiting Tenant | -- | -- |
Annual Maintenance Schedule
Some maintenance should be scheduled proactively, not just reactively. Use this calendar to plan ahead.
| Month | Task | Legal Requirement? | Typical Cost |
|---|---|---|---|
| January | Check heating system before cold snap | No (but advisable) | Free (self) |
| February | Quarterly inspection (if Q1 cycle) | No | Free (self) |
| March | Gutter cleaning after winter | No | £75-150 |
| April | Garden/exterior spring check | No | Varies |
| May | Quarterly inspection (if Q2 cycle) | No | Free (self) |
| June | Gas Safety Certificate renewal (if due) | Yes -- annual | £60-90 |
| July | Check extractor fans, clean filters | No | Free (self) |
| August | Quarterly inspection (if Q3 cycle) | No | Free (self) |
| September | Boiler service before winter | No (but advisable) | £80-120 |
| October | Bleed radiators, check heating | No | Free (self) |
| November | Quarterly inspection (if Q4 cycle) | No | Free (self) |
| November | Check smoke/CO alarms (clocks change) | Yes | Free (self) |
| December | Emergency contact reminder to tenants | No | Free |
| As due | EICR (every 5 years) | Yes | £150-300 |
| As due | EPC (every 10 years, or if below E) | Yes | £60-120 |
| As due | Legionella risk assessment | Yes (recommended) | £50-150 |
Preventive Maintenance Checklist
Catching problems early saves money. Run through this checklist during each property inspection.
| Item | Frequency | What to Check |
|---|---|---|
| Boiler pressure | Quarterly | Should read 1.0-1.5 bar when cold |
| Radiator bleeding | Annually | Bleed if cold spots at top |
| Smoke alarm batteries | Every 6 months | Test button, replace batteries if needed |
| CO detector batteries | Every 6 months | Test button, check expiry date |
| Gutter clearance | Annually (autumn) | Remove leaves, check for sagging |
| Silicone sealant | Annually | Kitchen and bathroom -- reseal if cracked |
| Window hinges/locks | Annually | Lubricate, check security |
| External paint/render | Annually | Check for flaking, cracks, damp ingress |
| Stopcock operation | Annually | Turn to confirm it still works |
| Drains | Annually | Check for slow drainage, blockages |
| Roof tiles | Annually | Visual check from ground for slipped/missing |
| Fridge/freezer coils | Annually | Clean if accessible (improves efficiency) |
How Togal Automates Tracking
If you manage one property, a spreadsheet works fine. If you manage several, tracking repairs across paper logs, texts, emails, and spreadsheets becomes messy fast.
Togal handles maintenance tracking as part of its communication platform. Tenants report issues through the app. Each issue is automatically categorised, timestamped, and assigned a priority. You can assign contractors, track progress, and close issues -- all with a communication trail that is timestamped and immutable.
When an issue is reported, Awaab's Law deadlines are calculated automatically. You can see at a glance which issues need urgent attention and which are on track. If a case ever goes to tribunal, you can export the entire issue history -- including every message, photo, and status change -- as a verified evidence PDF.
For landlords who prefer to manage things manually, this template provides everything you need. But if you find yourself spending more time tracking repairs than fixing them, it might be worth looking at a system that does the tracking for you.
Related Resources
- Property Inspection Checklist Template -- catch maintenance issues during routine inspections
- Tenant Communication Log Template -- log all communications related to repairs
- Rent Arrears Letter Templates -- formal letters for another common landlord challenge
- Awaab's Law Compliance Checklist -- understand your legal response deadlines in detail
- Section 8 Evidence Guide -- how documented maintenance records support possession claims
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Related Resources
Tenant Communication Log Template
Structured template for recording all communications with tenants. Tracks dates, channels, topics, and outcomes for evidence-grade documentation.
Rent Arrears Letter Template Pack
Pre-Action Protocol compliant letter templates for rent arrears recovery. Includes friendly reminder, formal notice, and pre-court warning with legal guidance.
Property Inspection Checklist Template
Room-by-room inspection checklist for check-in, check-out, and periodic inspections. Covers condition recording, photo guidance, and tenant sign-off.