Every maintenance request has a built-in message thread. You and your landlord can go back and forth directly on the request — keeping everything documented in one place instead of scattered across texts and emails.

Sending a message

  1. Open the request you want to message about from Requests in your portal.

  2. Scroll to the Messages section at the bottom of the request.

  3. Type your message in the text box and tap Send.

Your landlord receives an email notification and an in-app bell notification immediately. They can reply from their dashboard and you'll be notified the same way.

Use messages to add context after submission — for example, "update: it's now leaking more when it rains" or "I'll be home Thursday afternoon if you need access." This keeps everything on the record without a phone call.

Receiving messages from your landlord

When your landlord sends you a message, you'll receive:

  1. An email notification with a preview of the message and a link to reply in the app.

  2. An in-app notification via the bell icon in the top right of the portal.

All messages appear in the request thread in chronological order, so the full conversation is always visible in context.

Messages vs status updates

Messages are for conversation — questions, clarifications, access notes. Status updates (In Progress, Resolved, etc.) are separate and appear in the Activity log above the message thread. You'll receive notifications for both.

Messages on a request are only visible to you and your landlord — roommates on the same tenancy can also see them if they have access to the request. Guardian Landlord's team can see messages if your landlord has Away Mode active.

Managing notifications

If you're receiving too many email notifications, you can adjust your preferences in Settings → Notifications. You can turn off email notifications while keeping in-app notifications, or vice versa.