Reply to a tenant's maintenance request

Write a reply to {{tenant_name}} about their maintenance request, to send by {{channel}} from {{sender}}. A tenant reporting a problem wants to know whether it will be fixed and when someone is coming. The reply should answer both from our maintenance policy and the lease, say how entry will work, and tell them what to do in the meantime, so that they are not left guessing and our records show we responded properly.

The tenant's request:
"""
{{tenant_request}}
"""

Our maintenance policy (what counts as an emergency, response times by type, who pays for what, after-hours contact):
"""
{{maintenance_policy}}
"""

Lease terms on repairs and entry, and the entry notice rule for our area as I understand it: {{entry_rules}}
What has been scheduled, if anything (vendor, date, time window): {{scheduled}}

First, above the reply, write a line for me: "TYPE: Emergency / Routine, because [policy wording]", using only the policy's definitions.

Then write the reply, in this order:
1. Confirm the problem in one sentence, as they described it, with the unit and the location in the home.
2. When: the scheduled visit, or the response time the policy gives for this type. If nothing is scheduled yet, say when they will hear from us.
3. Entry: whether someone will enter, the notice we will give, and whether they need to be home, per the entry rules. Ask about pets or a wish to be present if that matters.
4. Meanwhile: safe steps from the policy, such as turning off the water at the valve, only if the policy lists them, and the after-hours contact if it gets worse.
5. Costs, only if the policy puts a cost or task on the tenant, stated neutrally with the policy section.

Keep it under 180 words. The tone should be prompt and practical, like a manager who has already started on it.

Do not:
- Promise a time or vendor that is not scheduled or in the policy.
- Ask the tenant to do repair work themselves beyond the safe steps in the policy.
- Blame the tenant for the damage. If the policy may charge them, say a technician will assess the cause.
- State what the law requires; refer to the lease and our notice practice instead.

For example, an entry line in the right form: "Our technician will come between [time] and [time] on [date]. You do not need to be home; they will knock and announce themselves before entering." That example shows the form only; use our real notice rule.

If the request describes a gas smell, flooding, no heat in freezing weather, a fire risk or anything else that threatens safety, write "TYPE: Possible emergency" whatever the policy's wording, start the reply with the policy's emergency steps or the after-hours contact, and add "FOR THE MANAGER: call the tenant now." If the entry rule for our area is blank, write [CHECK: entry notice rule] rather than choosing a notice period.