Maintenance Priorities and SLAs

Setting priority levels for maintenance tickets and understanding response time expectations.

Priority levels help you triage maintenance requests and ensure urgent issues are dealt with promptly.

Priority Levels

Emergency

Issues that pose an immediate risk to safety or the property:

Gas leaks, flooding, fire damage, break-ins.
Expected response: Same day.

Urgent

Issues that significantly affect the tenant's ability to live in the property:

Heating failure in winter, broken locks, major leaks.
Expected response: Within 24 hours.

Routine

Non-urgent issues that should be resolved but are not immediately critical:

Minor repairs, cosmetic issues, garden maintenance.
Expected response: Within 7 days.

Setting Priority

When creating or editing a ticket, select the priority level from the dropdown. The priority determines:

Where the ticket appears in your queue (emergencies at the top).
The colour coding in the maintenance list (red, amber, green).
Notification urgency.

SLA Tracking

Latch tracks response times against the expected SLA for each priority level. From the Maintenance dashboard you can see:

Average response time by priority.
Tickets that have breached their SLA.
Your overall maintenance performance.

Tip: Set up notifications so emergency tickets trigger an immediate alert on your phone, even outside business hours.