A Geyser, a Leak and an Owner in Another Time Zone: How We Close Repair Tickets

How TND handles repairs in Mumbai flats for owners abroad: one ticket per job, quotes before work, itemised bills and a written trail with the developer.

A furnished living room with marble flooring in a managed Mumbai flat

I'm Reecha, an Operations Manager at TND Listings. Most of what our operations team does all day isn't glamorous: a geyser that trips, a sink that leaks, a lock that sticks, a wall that shows damp after the monsoon. For an owner living abroad, each of these used to mean a stressful call at midnight. Our job is to turn them into a ticket that gets closed.

How does a repair start?

Every repair is logged as a ticket in our CRM against the flat, the day it's reported. The tenant can raise it through the TND app; the owner sees it too. Our CRM's daily summary shows the team which tickets were raised, which were resolved and which are still open, so nothing quietly sits for a month.

Do owners approve the cost first?

Yes. For anything beyond routine work, the owner gets a quote before the vendor starts. In one eastern suburbs case on our Owners' Wall, a newly booked flat needed painting, a deep clean, kitchen repairs and a new bedroom door. The owner got an itemised quote with two door options, approved it, and the work was finished before the tenant's move-in date.

What if the bill is higher than expected?

We explain it line by line. In a Malad West case, an owner asked why a repair bill was higher than he'd expected. We sent a breakdown of the geyser replacement, lock work and service charges. He paid, and the work went ahead. A clear bill ends the argument before it starts.

A clear, itemised bill ends the argument before it starts.

What about problems the developer should fix?

Some problems belong to the developer, like seepage in a new building or snag-list defects after possession. For an NRI owner in Australia with two flats in Kanjurmarg East, we handled recurring seepage, geyser and AC faults across both flats. Our vendors closed every ticket, and for the seepage we kept a written trail with the developer so the owner's claim was never just a phone call.

In an Andheri East case, water came in near a living-room window during the monsoon while the owners were out of town. We had the society complaint form signed remotely, arranged access for the developer's team, and the repair and touch-up were finished in about six weeks.

What happens when a new tenant finds several problems at once?

We group them. In Kandivali East, a new tenant moved in to missing keys, a broken geyser, a sink leak and loose kitchen trolleys. Instead of four separate jobs and four visits, we raised one work order and fixed everything together. The tenant stayed on.

Frequently asked questions

Who pays for repairs in a rented flat in Mumbai?

It depends on the agreement. Usually the owner pays for structural and appliance repairs, while the tenant pays for minor day-to-day upkeep.

Can I see repair bills for my flat?

Yes. Bills and tickets are visible to owners, and we explain any line you question.

Do you use your own vendors?

We use vetted vendors on a quoted price, and owners approve larger jobs first.

Related reading

Got a repair that's been dragging on? Write to operations@tndlistings.com.

Warmly,
Reecha

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