# Editable resident-service message templates — INTERNAL DRAFTS ONLY

**All names, ticket IDs and event examples are fictional. No live resident data; never send without human review.** These templates are for non-emergency maintenance status updates after verified facts are taken from the authoritative work-order record. Brackets indicate required manual verification; they are not auto-fill instructions.

## A. Receipt acknowledged (only if a ticket really exists)
**Subject:** Maintenance request [verified request ID] — received

Hello [approved resident salutation],

We have recorded your maintenance request under reference [verified request ID]. Our team will review the details and determine the next step. This confirmation does not mean a repair appointment has been scheduled.

Please use [approved existing support channel] if you need to add information. [Include only a human-approved emergency contact procedure, if required by policy.]

[Authorized team sign-off]

**Approval checks:** record exists; correct resident/channel; no implied appointment; no safety/priority assumption.

## B. Main scenario — update with UNKNOWN repair date
**Subject:** Update on maintenance request [verified request ID]

Hello [approved resident salutation],

We have checked maintenance request [verified request ID]. According to the current work-order record, [precisely verified stage, e.g., 'the team is awaiting confirmation of contractor availability'].

**A repair visit date has not yet been confirmed.** We will share a further update when there is a verified change to report. You may contact [approved existing support channel] with questions about this request.

[Authorized team sign-off]

**Never replace** 'date has not yet been confirmed' with an ETA guessed from historical experience. An internal status-check reminder is not the same as a promised resident update or appointment.

## C. Internal check completed, still no verified change
**Subject:** Maintenance request [verified request ID] — status check

Hello [approved resident salutation],

We checked the current work-order record for request [verified request ID]. As of [verified check time with timezone], [verified current status]. We do not yet have a confirmed appointment date to share.

[Approved next communication arrangement, ONLY if actually agreed and feasible. Otherwise omit.]

[Authorized team sign-off]

**Use:** only when the team policy calls for a no-change update. Do not create an impression of progress absent a new event.

## D. Delay or withdrawal of a previously confirmed appointment — HUMAN ESCALATION REQUIRED
**Subject:** Correction to the appointment information for [verified request ID]

Hello [approved resident salutation],

We need to correct an earlier update about maintenance request [verified request ID]. The [verified earlier appointment description] is **no longer confirmed**. [Only verified reason approved for resident sharing; otherwise omit.]

We do not yet have a replacement appointment time. We will contact you again when an updated arrangement has been confirmed through the maintenance team.

We apologize for the incorrect or outdated information.

[Authorized team sign-off]

**Mandatory checks:** actual earlier promise and withdrawal verified; manager approves wording and contact path; any property-entry/access issue handled via dedicated human procedure; never dispatch automatically.

## E. Correcting a mistakenly sent status — HUMAN ESCALATION REQUIRED
**Subject:** Correction to our previous message about [verified request ID]

Hello [approved resident salutation],

Our previous message sent on [verified date/time] contained incorrect information about [brief, non-sensitive description]. Please disregard [specific incorrect claim]. The verified status in our record is [approved factual status]. [If timing unknown: 'There is no confirmed repair appointment at this time.']

We apologize for the error. Please contact [approved channel] if you have questions.

[Authorized team sign-off]

**Mandatory checks:** verify recipient and channel; assess privacy/security risk; escalate to manager; preserve original and correction log; never send a correction to the wrong recipient without incident response review.

## F. Failed delivery — INTERNAL staff task, NOT a resident message
**Task:** Check send failure for [verified request ID], [event ID].

- Error or returned delivery status: [copy verified gateway/mail event].
- Do NOT mark DELIVERED; set FAILED or UNKNOWN as documented.
- Confirm channel entitlement/preference and contact details through authorized system.
- Escalate for human review and choose approved next contact method; log what happened.

## Disallowed claims for this scenario
- “The plumber will arrive tomorrow” without a confirmed entry in the authoritative work-order record.
- “The issue is fixed” based only on a vendor estimate or sent message.
- “We have scheduled access to your home” without a verified permission/notice process.
- “You must pay” / “you will receive a refund” without specialist approval.

**No template grants permission to send.** For emergencies, safety, access, complaints, sensitive data, payments, opt-outs or identity mismatch: exit this template process and use an authorized human-led pathway.