How do I open a maintenance request at Regente?

Short answer: Report the issue to Regente in writing, with photos or videos. The Maintenance Department assesses it, determines who is responsible, gets approval from the responsible party, and dispatches an accredited service provider. No work starts without an approved service order.

Why documenting it matters from the start

Every request opened is logged in SILIM — Regente’s lease management system. That record protects both the tenant (proof that the issue was reported) and the owner (visibility into the property’s condition). Without a written record, there’s no traceability.

How to open a request

1. Report the issue in writing — WhatsApp or email to Regente’s Maintenance Department contact. Describe the problem clearly: where it is, when it appeared, how often it happens.
2. Send photos or videos — the more visual detail, the faster the classification and quote.
3. Wait for classification: the Maintenance Department checks the move-in inspection report and determines whether the responsibility falls on the owner or the tenant.
4. Formal approval: the responsible party receives the quote and approves (or disputes) it before any work begins.
5. Execution: an accredited service provider is dispatched and schedules the work with the tenant.
6. Closing: the request is closed in SILIM with a record of the service performed.

Who handles maintenance at Regente

• Leonardo: in-house inspector and maintenance coordinator — carries out move-out inspections and follows up on repairs when needed.
• Maintenance Department: receives requests, classifies responsibility, dispatches accredited providers, and authorizes payments.
• Cyro (Leasing Coordination): steps in when there’s a dispute over responsibility between owner and tenant.

Accredited service providers

Regente keeps a network of providers approved by management and the board — electricians, plumbers, painters, pest control, among others. Using an accredited provider ensures quality, an official invoice, and traceability of the service. If a tenant wants to bring in their own provider, check with the Maintenance Department before hiring anyone.

Emergency situations

In urgent cases — a leak flooding a room, a short circuit, part of the structure collapsing — the tenant may call an emergency provider directly. In that case:

• Notify Regente immediately, even outside business hours
• Keep all invoices from the emergency service
• Photograph the problem before and after the repair
• If it’s the owner’s responsibility, the cost may be deducted from the rent

Practical example

A tenant in Trindade noticed the bathroom outlet had stopped working. She sent a photo via WhatsApp to the Maintenance Department. Within 24 hours: classification (internal electrical issue — owner’s responsibility), quote from the accredited electrician sent to the owner. Approved within 2 days, work scheduled for the next day. Request closed in under a week.

Related questions

• Who pays for maintenance on a rented property: landlord or tenant?
• Water leaks in a rented property: whose responsibility is it?
• Can I dispute the move-out inspection report?

Need to open a request right now? Get in touch with Regente.