Capabilities
Maintenance & Work Orders
From resident ticket submission to contractor coordination, track every maintenance request from creation to resolution. SLA monitoring, vendor management, asset tracking, and cost analytics.
CHALLENGE
Maintenance Requests Disappear Into Black Holes
Lost Requests
Tickets reported verbally, via WhatsApp, or email. No centralized system, no tracking, no accountability.
Slow Resolution
Average time to fix an issue is days or weeks because there is no priority system or SLA tracking.
Cost Blindness
No visibility into maintenance spend by property, category, or vendor. Budget overruns discovered too late.
Reactive Only
Everything breaks before it is addressed. No preventive maintenance schedules for boilers, HVAC, or fire systems.
Vendor Chaos
Contractors managed via phone calls. No work orders, no estimate tracking, no proof of completion.
No Resident Updates
Residents submit a request and hear nothing until it is either fixed or they complain again.
Multi-Channel Ticket Submission
Residents submit tickets from the app with photos. Staff create tickets from inspections. QR codes on equipment enable instant issue reporting. Every ticket tracked from creation.
Resident ticket submission from tenant app with photo upload and category selection
QR code scanning on equipment and in rooms for instant, pre-filled issue reporting
Staff-created tickets from inspections, walkthroughs, and phone calls
Email-to-ticket conversion for issues reported via email
Automatic categorization suggestions based on description and location
Priority assignment: emergency, urgent, standard, and low with SLA per level
SLA Tracking & Escalation
Define response and resolution SLAs per priority level. Automatic alerts when SLAs are approaching, breached, or at risk. Escalation chains ensure nothing slips through.
Configurable SLAs per priority: emergency (2hr), urgent (24hr), standard (72hr)
Response SLA (time to first action) and resolution SLA (time to close) tracking
Automatic alerts at 50%, 75%, and 100% of SLA threshold
Escalation chains: staff > manager > director with configurable timeouts
SLA compliance dashboard showing on-time rates by property, category, and team
Breach reporting with root cause tracking for continuous improvement
Vendor & Contractor Coordination
Invite external contractors into specific tickets. They receive work orders, submit estimates, upload completion photos, and invoice -- all without needing a full system account.
Vendor portal: contractors access assigned tickets via mobile web app (no login needed)
Work order generation with scope, location, access instructions, and photos
Estimate submission and approval workflow before work begins
Completion photo upload and sign-off by contractor and property manager
Invoice submission linked to specific work orders with automatic cost tracking
Vendor performance scorecards: response time, quality, cost, and SLA compliance
Planned Preventive Maintenance (PPM)
Schedule recurring maintenance before things break. Asset registration, service schedules, compliance-driven maintenance, and automated work order creation.
Asset registration: HVAC, boilers, lifts, fire systems, electrical, plumbing per property
PPM schedules with configurable intervals: monthly, quarterly, semi-annual, annual
Automatic work order creation when PPM is due with contractor assignment
Compliance-driven PPM: gas safety servicing, EICR testing, fire alarm checks
Service history tracking per asset with cost accumulation and replacement forecasting
PPM calendar view showing upcoming and overdue maintenance across portfolio
Resident Communication & Transparency
Keep residents informed automatically. Status updates at every stage, estimated completion times, and satisfaction surveys after resolution.
Automated status notifications: received, assigned, in progress, completed
Estimated completion time visible to residents in their app
Resident-facing comments and photo updates showing progress
Satisfaction survey triggered on ticket closure with rating and feedback
Reopening workflow if resident is not satisfied with resolution
Communication audit trail: every message between resident, staff, and vendor
Maintenance Analytics & Cost Tracking
Track spend, SLA performance, vendor costs, and issue patterns across your portfolio. Identify recurring problems, budget accurately, and benchmark properties.
Cost tracking per ticket, vendor, property, category, and time period
Budget vs. actual maintenance spend with variance alerts
Recurring issue detection: flag repeat problems at same location or same equipment
Category analysis: plumbing vs. electrical vs. HVAC vs. common area breakdown
Property benchmarking: maintenance cost per bed, tickets per bed, resolution time
Monthly maintenance reports for stakeholders with trend analysis
Fix Things Faster, Spend Less
See how SLA tracking, vendor coordination, and preventive maintenance transform your operations.
65%
Faster ticket resolution with SLA tracking
40%
Reduction in maintenance costs with PPM
98%
Ticket resolution rate
0
Lost maintenance requests
CLIENT WORDS
26 battle-tested modules covering the full resident lifecycle, from first application to move-out and beyond.
Before JumboTiger, we had a spreadsheet with 200+ open tickets and no idea which ones were urgent. Now every ticket has an SLA, vendors submit estimates through the system, and our average resolution time dropped from 11 days to 3.
Maintenance Director
UK Coliving Operator, 30 properties
EXPLORE MORE
Works With These Capabilities
Channel Manager & OTA Distribution
300+ channel distribution, real-time rate sync, centralized booking management, and channel analytics.
Revenue Management & Dynamic Pricing
Dynamic pricing, PriceLabs integration, hybrid pricing, RevPAB analytics, forecasting, and void optimization.
Utility & Energy Management
Smart metering, per-unit tracking, automated cost allocation, leak detection, and sustainability reporting.
FAQ
Frequently Asked Questions
Place QR codes on equipment, in rooms, or in common areas. Residents scan the code, which pre-fills the location and category. They add a description and photos, and the ticket is created instantly.
Yes. Contractors receive a link to a mobile web app for their assigned tickets. They can view work orders, submit estimates, upload completion photos, and invoice -- all without a full user account.
Register assets (boilers, HVAC, lifts, etc.) with service intervals. The system auto-creates work orders when service is due, assigns contractors, and tracks completion. Compliance-driven PPM ties into certificate renewal schedules.
Fully configurable. Set response and resolution SLAs per priority level (e.g., emergency: 2hr response / 4hr resolution). Alerts fire at configurable thresholds and escalate through chains you define.
Yes. Residents see real-time status updates in their app: received, assigned, in progress, estimated completion, and completed. They get push notifications at each stage.
Every ticket tracks labor and material costs from vendor invoices. Dashboards show spend by property, category, vendor, and period with budget vs. actual comparisons and per-bed cost benchmarking.
Ready to Fix Maintenance?
Book a demo and see how SLA tracking and vendor coordination cut resolution time by 65%.