You must have an approved KYC and an active tenancy before you can submit a maintenance request.
Submitting a maintenance request
Open the maintenance section
From your tenant dashboard, navigate to Maintenance and click New Request.
Select a category
Choose the category that best describes the issue:
| Category | Examples |
|---|---|
| Plumbing | Leaking pipes, blocked drains, faulty taps |
| Electrical | Power outages, exposed wiring, faulty sockets |
| Structural | Cracks in walls, damaged doors, roof leaks |
| Appliances | Broken fixtures, malfunctioning built-in appliances |
| Cleaning | Deep cleaning, pest treatment |
| Security | Broken locks, faulty gates, compromised entry points |
| Other | Anything that doesn’t fit the categories above |
Fill in the details
Provide a clear title and description of the issue. The more specific you are, the faster the Shelta team can assess and respond.
Set the urgency level
Choose the urgency level that matches how serious the issue is. See the urgency guide below.
Add attachments (optional)
You can attach up to 5 photos or documents to support your request. Accepted formats include common image types (JPEG, PNG) and document formats. Each file must be under the maximum allowed size.
Urgency level guide
Selecting the right urgency level helps the Shelta team prioritise your request appropriately.Low
Non-urgent cosmetic issues that do not affect your day-to-day use of the property. Examples: minor paint scuffs, small aesthetic defects.
Medium
Issues that affect your comfort but do not prevent you from living in the property. Examples: a broken cabinet door, a slow drain.
High
Issues that significantly affect the habitability of the property and need prompt attention. Examples: loss of running water, persistent electrical faults.
Emergency
Immediate safety risks that require urgent action. Examples: gas leaks, complete power failure, serious structural damage.
Tracking your requests
You can view all your maintenance requests at any time from the Maintenance section of your dashboard. Each request shows:- Category and title — what was reported
- Property — the property the request relates to
- Urgency — the level you selected at submission
- Status — where the request stands in the process
- Date submitted — when you raised the request
- Resolution note — added by the Shelta team once the issue is resolved
Request status flow
Submitted
Submitted
Your request has been received and is awaiting review by the Shelta team. No action is needed from you at this stage.
In progress
In progress
The Shelta team has acknowledged your request and is working on it. This may involve scheduling a visit from a vendor or coordinating with property management.
Resolved
Resolved
The issue has been addressed. A resolution note from the Shelta team will appear on your request explaining what was done.
Closed
Closed
The request has been closed. This typically happens after a resolved request is confirmed, or after a period of no required follow-up.
Rejected
Rejected
The request was reviewed and determined to be outside the scope of what Shelta can action — for example, if the issue falls under tenant responsibility per your lease agreement. A note will be added explaining the reason.