Most tenants report maintenance problems once and then forget about them — until the landlord denies the request was ever made, the repair never happens, or the deposit deduction letter arrives at the end of the tenancy. Learning How to Keep Records of Maintenance Requests turns every conversation, email, and phone call about repairs into evidence that protects you.
Good records are not complicated. They are a simple habit: save the message, note the date, keep the photos. In the UAE, where tenancy disputes can end up at the Rental Disputes Centre in Dubai or the relevant authority in other emirates, tenants with organised records resolve disagreements far faster than those relying on memory. This guide shows you exactly what to record and how to organise it.
Quick Answer
To keep records of maintenance requests: (1) save every written request you send — emails, portal tickets, and WhatsApp messages — with dates; (2) keep before-and-after photos or videos of every problem; (3) log each request in a simple spreadsheet or notebook with the date, issue, who you contacted, their response, and any reference number; (4) save invoices and receipts if you paid for anything; and (5) keep everything for at least one year after your tenancy ends.
Why Keeping Records of Maintenance Requests Matters
Records do three things for you as a tenant. First, they prove you reported a problem and when, which matters if the landlord claims they never heard about it. Second, they support your side in any dispute over deposits, damage responsibility, or compensation — authorities decide cases on documents, not on who remembers better. Third, they help you personally: when the air conditioner breaks down for the third time in a year, a log showing the pattern is far more persuasive than “it keeps happening.”
Keep records even when the landlord is responsive and everything is going well. You cannot predict which tenancy will end with a disagreement, and records are worthless if you only start keeping them after things go wrong.
What to Record for Every Maintenance Request
For each maintenance issue, capture the following details. Think of it as one “case file” per problem.
1. The problem itself
- Date and time you first noticed it
- Clear description of the problem and its exact location in the property
- Dated photos or a short video showing the problem (and the wider area if relevant)
- Whether it was an emergency, urgent, or routine issue
2. The report
- Date and time you reported it
- Who you reported it to (name and role — landlord, management company, watchman)
- How you reported it (email, portal, WhatsApp, phone call)
- A copy or screenshot of the written report itself
- Any reference or ticket number given
If you reported the problem by phone first, note who you spoke to and when, then save the written follow-up you sent afterwards — the two together form the complete record.
3. The response and repair
- Dates of every response and follow-up from the landlord or management
- Date the technician visited and what was done
- After-repair photos showing the fixed condition
- Any costs — who paid, and receipts if you paid
- Whether the repair was successful or the problem came back
A Simple Tracking System That Actually Works
You do not need special software. A single spreadsheet — or a dedicated notebook if you prefer paper — with one row per request works for almost every tenant. Use these columns:
| Column | What goes in it |
|---|---|
| Request date | When you first reported the issue |
| Issue | Short description, e.g. “AC not cooling, bedroom” |
| Urgency | Emergency / Urgent / Routine |
| Reported to | Name and role of the person or company |
| Channel | Email / Portal / WhatsApp / Phone + written follow-up |
| Reference no. | Ticket or reference number, if given |
| Response date | When they first responded |
| Repair date | When the fix was completed |
| Cost & paid by | Amount and who paid it |
| Status | Open / Fixed / Recurring |
| Evidence folder | Link to the photos and messages for this issue |
Alongside the spreadsheet, keep one folder per issue on your phone or cloud storage containing the photos, screenshots of messages, and any invoices. Name each folder with the date and a short label, such as “2026-07-14 AC bedroom”. If you already follow a habit of keeping copies of important paperwork, like keeping a copy of your rental agreement, this filing habit will feel natural.
How to Keep Records of Maintenance Requests Across Different Channels
Requests come through different channels, and each needs a slightly different saving method.
The easiest channel to archive. Create a dedicated email folder or label such as “Maintenance” and move every related message there — your reports, the landlord’s replies, and any technician confirmations. Do not delete the folder even after the repair is done.
WhatsApp and other messaging apps
Screenshots are your friend. Screenshot the key messages — your report, their acknowledgment, any promised dates — and save them into the issue’s folder. Many tenants lose records because they switched phones; back up your chat or export important conversations to cloud storage.
Management portals and apps
Take screenshots of submitted tickets and their status pages, because portal history can disappear when you move out or when the management company changes systems. Save the confirmation screen or email the moment you submit a request, following the same steps described in our guide on how to report maintenance problems.
Phone calls
Write down the date, time, who you spoke to, and what was said immediately after the call — a note in your phone or in the spreadsheet. Then send a short written summary to the landlord (“As discussed today…”) so the call is confirmed in writing.
In-person conversations
If you speak to the watchman or a technician in the building, send yourself an email the same day noting what was discussed. That email is timestamped evidence.
Photos and Videos: Getting Evidence That Holds Up
Good evidence is specific and dated. Make sure photos show both the problem up close and enough of the surrounding area to prove where it is. If your phone records the date automatically, keep that metadata — do not strip it. Short videos are useful for problems that are hard to capture in a still image, such as a dripping pipe, a flickering light, or an air conditioner making unusual noises.
Take “after” photos too. When the repair is done, photograph the fixed condition. This closes the case file and proves the issue was resolved — useful if the same problem is later blamed on you at handover. Tenants who pair these records with proper property condition documentation from move-in day have the strongest possible position at the end of a tenancy.
Records and Your Security Deposit
Deposit disputes are the most common reason maintenance records pay off. Landlords may deduct repair costs from the deposit for damage they claim the tenant caused. Your records show what was reported, what was pre-existing, and what the landlord already fixed — which makes unfair deductions much harder to justify.
Keep all receipts if you paid for any repair yourself with the landlord’s agreement. A receipt plus the written approval to go ahead is what gets that money back. Without both, reimbursement claims rarely succeed. For a wider view of protecting yourself financially as a tenant, see our guide to home insurance in the UAE, which explains how contents cover interacts with landlord responsibilities.
How Long to Keep Your Records
Keep maintenance records for at least one year after your tenancy ends and your deposit has been returned. If any dispute is ongoing — with the landlord, the management company, or a formal body such as the Dubai Land Department‘s Rental Disputes Centre — keep everything until the matter is fully closed and the deadline for any appeal has passed.
Store records in at least two places: for example, cloud storage plus your phone, or email plus a local backup. Phones get lost and accounts get locked; a backup takes seconds and can save you thousands of dirhams.
Frequently Asked Questions (FAQs)
Do I really need records if my landlord fixes everything quickly?
Yes. A good landlord relationship today does not guarantee a smooth handover tomorrow — management companies change, staff leave, and memories fade. Records cost almost nothing to keep and are the only reliable proof if anything is ever questioned.
Are WhatsApp messages accepted as evidence in a tenancy dispute?
Written messages, including WhatsApp, are commonly used as evidence in rental disputes because they show dates, content, and acknowledgments. Keep full conversations, not just selected screenshots, so the context is clear.
What if the landlord only deals with me verbally and never replies in writing?
Send a brief written summary after every verbal conversation (“Just confirming what we discussed today…”) and keep doing it consistently. Even without replies, a one-sided but consistent written trail, backed by dated photos, is far stronger than nothing. This pattern also matters under general UAE consumer protection principles, where documented communication supports any formal complaint.
Should I keep records of problems I fixed myself?
Yes. Note the date, what you fixed, what it cost, and keep receipts — plus a photo of the issue before and after. If your contract says minor items are your responsibility, these records simply prove you handled them. If a bigger issue was informally agreed to be yours, the records prove you acted in good faith.
Can I ask the management company for copies of old tickets?
You can ask, but do not rely on it. Companies change systems, staff lose access, and old tickets can be deleted. Your own copies are the only records you fully control, so always save them yourself at the time.
The Bottom Line
Keeping records of maintenance requests is a five-minute habit with real financial value: a spreadsheet row, a folder of photos, and saved messages for every issue. Start on day one of your tenancy, save evidence from every channel, and keep everything for at least a year after you move out. If you are just setting up your rental paperwork, make sure your Ejari registration is complete as well — an officially registered contract plus organised maintenance records is the strongest position any tenant can hold.
Last Updated: 8 October 2026
About the author: Zaviyar Sultan is a UAE-focused writer at Paxi, covering driving, visas, banking, insurance and everyday UAE life. His guides are researched from official UAE government and regulator sources and updated regularly.
Paxi is an independent informational website, not affiliated with the UAE government or any agency mentioned; content is general information only, not legal, immigration or financial advice; verify critical details with official sources before acting.