A practical approach
Work through the real process.
Define the information, people, review points, and system boundaries before deciding what to build.
Start with the source of truth.
Identify who owns the maintenance status, which information may be shared with the resident, and how the team knows that a status has changed. A draft should distinguish verified facts from missing information; it should not invent a completion time or imply a repair is scheduled when the record does not say so.
Keep approval visible.
A staff member should compare the draft with the current record, correct its tone and details, and approve any resident-facing message. Define escalation for complaints, safety concerns, access issues, payment questions, and other cases that need specialist handling.
Fit the workflow to actual channels.
During scoping, review the channels your team uses, the available access, consent and data rules, and what happens when a channel or system is unavailable. No integration or automatic sending is assumed. A review queue may be a better first step than end-to-end delivery.