When to use this checklist
Use it when a resident reports a visible stain, leak, musty smell, damp carpet, recurring condensation, suspected mold, prior repair that did not solve the issue, or a question about whether the home is safe to occupy.
- Separating urgent water intrusion, active leak, possible health/safety, vendor scheduling, evidence request, and routine follow-up messages.
- Responding quickly without diagnosing mold, assigning fault, deciding habitability, promising repairs, waiving rent, offering credits, or giving legal conclusions.
- Capturing photos, timestamps, prior work orders, resident access windows, vendor notes, and manager review status before an AI draft reaches the resident.
- Creating a neutral acknowledgement that names the next safe step and avoids unsupported promises.
Copy/paste mold/moisture triage card
Tenant mold/moisture complaint triage card
Property/unit: [address/unit]
Resident/contact: [name + approved channel]
Issue type: [active leak / past leak / visible staining / musty odor / humidity / condensation / suspected mold / damp flooring / other]
Location: [room/area]
Resident description: [paste exact resident wording]
Photos or video received? [yes/no + location]
First noticed: [date/time]
Active water, electrical risk, ceiling sag, sewage, or safety concern? [yes/no]
Prior related work order or vendor visit: [id/date/vendor/status]
Access windows offered: [dates/times]
Source records checked: [work order / inspection note / lease/policy / vendor note / photo / manager note]
Manager/vendor owner: [name/team]
Resident update due: [date/time]
STOP AUTOMATION if the message involves health symptoms, mold diagnosis, habitability/safety status, legal notice, rent withholding, rent credit, fee waiver, lease responsibility, insurance, vendor fault, emergency priority, access rights, or repair scope/timeline.
Resident-safe reply templates
1. Acknowledge and gather evidence
Hi [Name], thank you for reporting this. We have logged a mold/moisture concern for [unit/area]. Please send any photos, the location, and when you first noticed it. We will review the record and route the next step rather than guessing about the cause or outcome.
2. Active leak or safety concern
Hi [Name], if there is active water intrusion, electrical risk, ceiling sag, sewage, or an immediate safety concern, please contact [approved emergency channel] now. We are escalating this record for human review and will use the approved emergency process before giving repair or timeline details.
3. Vendor/manager review queued
Hi [Name], we have queued this for [manager/vendor/team] review because it may involve source records, access, photos, and repair history. We will follow up by [time/date] with the next verified step or any information we can safely share.
AI review prompt
You are helping a property manager triage a resident mold/moisture complaint. Use only the verified facts below. Do not diagnose mold, decide habitability, assign fault, promise repair scope/timing, mention rent credits, waive fees, interpret lease/legal duties, discuss health claims, or invent vendor conclusions. If required facts are missing or the issue is sensitive, output NEEDS MANAGER REVIEW.
Verified facts:
[property/unit]
[resident exact complaint]
[issue type and location]
[photos/video received]
[first noticed]
[active water/electrical/safety flags]
[prior work orders/vendor notes]
[source records checked]
[access windows]
[manager/vendor owner]
[approved public wording]
Create: (1) internal triage summary, (2) missing facts, (3) escalation bucket, (4) resident-safe draft under 120 words, and (5) CRM/property-management note.
Human-review stop rules
- STOP AUTOMATION before diagnosing mold, promising remediation, assigning cause/fault, deciding habitability, discussing health symptoms, rent credits, fee waivers, legal notices, insurance, vendor liability, access rights, or repair timelines.
- NEEDS MANAGER REVIEW when the resident reports active water, electrical risk, ceiling sag, sewage, repeated leaks, health concerns, legal threats, rent withholding, or an unresolved prior work order.
- Keep photos, vendor notes, work-order history, and resident health details inside the approved property-management system; do not paste private resident details into public AI tools.
- Use this worksheet to triage and acknowledge. Final repair scope, vendor dispatch, emergency priority, and legal/habitability statements need the approved human process.
This is a practical free resource from Horizon Flow. The paid Local Lead Rescue System expands the same approach into lead capture, response, qualification, follow-up, quote recovery, and safe CRM handoff workflows.