Handling Homeowner Service Requests

When a homeowner has access to the client portal, they can request concierge services directly — stocking the fridge before an arrival, coordinating a repair visit, grabbing packages off the porch. This guide explains what happens when a request comes in and exactly how to respond using the controls that exist in the app today.

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How You're Notified

When a homeowner submits a request through the portal, two things happen:

1. A Service requests from clients chip appears on your dashboard's attention strip with the count of pending requests.
2. You get an email notification with a link to review it.

Both the chip and the email link take you to the Concierge list filtered to Requested status. That filtered list is where you act on requests — there isn't a separate "requests" inbox.

The request arrives with no price attached. The homeowner knows they submitted it; they don't see a cost until you invoice the work. You stay in full control of what's charged.

Do this on a computer. The accept/decline options described below live on the desktop Concierge list. On a phone the status dropdown doesn't surface the accept/decline shortcuts, so handle requests from a desktop browser.

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Reviewing a Request

On the Concierge list (filtered to Requested), each request shows what the homeowner asked for, the property, and a preferred date if they gave one. Click View to see the full detail, or Edit to open it for changes.

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Accepting and Pricing a Request

Accepting and pricing are two quick steps (they're separate actions today):

1. Accept it. On the request's row, open the status dropdown and choose Pending (accept). That moves the service out of "Requested" and into your normal pending work. If the homeowner gave a preferred date, it's already set as the service date.
2. Set the price. Click Edit on the service to open its form, enter the Service Fee, adjust the Service Date if you need to, and Save. This fee is what the homeowner will eventually see on their invoice.

That's it — the service is now scheduled work with a price. When the work is done, mark it Completed (or complete it through the visit workflow if you attach it to a visit), and it flows onto an invoice according to the property's billing model: per-visit properties pick it up on the visit's draft, monthly properties pick it up in Finance → Ready to Bill. See How Billing Works.

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Declining a Request

If you can't take the work on:

1. On the request's row, open the status dropdown and choose Archived (decline). The request moves to Archived and drops off your active list.

Important: archiving a request does not send the homeowner an explanation automatically. If you want them to know why — or to suggest an alternative — reach out directly (a quick call, email, or a message from the Communications area). Don't leave a request silently archived; homeowners notice when they hear nothing back.

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Frequently Asked Questions

Can homeowners see the price when they request a service? No. The portal lets them describe what they need, but no price shows until you set a fee and they receive an invoice. You approve both the work and the price before anything is charged.

Is there a one-click "approve with price" button? Not yet. Today it's two steps: set the status to Pending (accept), then open Edit to enter the fee. They're quick, but they are separate actions.

Does declining notify the homeowner with my reason? No. Declining is done by setting the status to Archived (decline), which doesn't send a message. Follow up with the homeowner directly if you want to explain.

What statuses can a concierge service have? A portal request starts as Requested. From there you move it to Pending, In Progress, Completed, or Archived. (There's no separate "declined" status — declining uses Archived. And "scheduling" simply means the service has a date and is sitting in Pending/In Progress.)

What if the work happens during a regular visit? You can do the work as part of a visit. Once it's scheduled, it appears in the visit's concierge tasks; complete it there — mark it done, add photos and notes — and it's included on that visit's invoice. See the Concierge Services guide for how concierge work flows from request to billing.

How do I turn on the portal so homeowners can request services? There's nothing to switch on per client. Any homeowner whose email matches the address on their record can sign in with a magic link. See The Client Portal guide.

Can I add concierge work without a homeowner request? Yes. During an active visit use Add task in the Concierge Tasks card, or create a standalone service from the Concierge page. The Concierge Services guide covers the full picture.