Tenant experience · Beginner-friendly
How Tenants Submit a Maintenance Issue
This is the whole point of PropLog: reporting a problem shouldn't need an app, a password, or a form. A tenant reports an issue the same way they'd text a friend — on WhatsApp. Here's exactly what that conversation looks like.
Last updated 11 August 2026
Before this happens
The tenant needs to have verified themselves on WhatsApp first — a one-off step covered in How Tenant Verification Works on WhatsApp. Once that's done, they can report an issue any time by messaging the same number again — PropLog recognises their phone number and skips straight to the menu below.
They pick the type of issue
PropLog shows a numbered list of common issue types. The tenant just replies with a number — no typing required at this step.
What type of issue would you like to report? 1. Water Leak / Flooding 2. Electrical / No Power 3. Gas Smell 4. Lock / Access Problem 5. Damage / Maintenance 6. Mould / Ventilation 7. Pest Issue 8. Appliance / Hot Water 9. Other Reply with a number (1–9), reply STATUS to check an issue you already reported, or reply TRADE if you are a tradesperson.
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Some categories ask one extra safety question first — water leaks, power outages, lockouts and hot water failures each get a quick YES/NO question (e.g. "Is water actively flowing right now?") so urgent cases are flagged correctly. A gas smell skips straight to safety instructions and a reminder to call 000 if it's strong.
They describe it in their own words
PropLog asks for a short description. Whatever the tenant types is recorded exactly as submitted — it becomes part of the permanent record for that property.
Please describe the issue in your own words. Include: what you can see, where it is, and any other details. Your exact words will be recorded as submitted:
The cupboard door under the kitchen sink has come off its hinges and won't close.
They send a photo — or skip it
A photo isn't required, but it strengthens the record. The tenant can attach one straight from their camera roll, or reply SKIP to move on without one.
If you have a photo of the issue, please send it now. Or reply SKIP to continue without a photo:
Two quick questions, then it's logged
Last, PropLog asks when the issue started and whether it's getting worse — both help you triage. Then it confirms the report with a reference number and lets the tenant know you've been notified.
When did this issue first start? Examples: "This morning", "Yesterday", "3 days ago", "Last week"
Yesterday
Is the issue getting worse? Reply YES or NO:
No
✅ Your issue has been logged. Reference: 7F3A21C4 Property: 5 Example Street, Sydney NSW 2000 Category: Damage / Maintenance Classification: Standard Repair Your property manager has been notified and will follow up with you. To report another issue, send any message.
A few things worth knowing:
- No app, no login, ever. This entire flow happens in a WhatsApp thread the tenant already has — nothing to install, nothing to remember.
- You're notified immediately by WhatsApp/SMS and email as soon as the issue is logged, with the tenant's exact wording and photo (if sent).
- The reference number matters. It ties the report to the permanent, timestamped history for that property — the same record you'll see on the property's timeline in PropLog.
- They can report another issue any time — just by sending a new message. Replying STATUS checks on one they've already reported.