A tenant reported a leak today; how should property management keep both the vendor and the landlord satisfied?

This morning, a tenant reported a water stain on the bathroom ceiling. The landlord is out of state, and the vendor can only go in the afternoon. I dread these types of tickets because of the lack of transparency—the tenant thinks no one is handling it, and the landlord worries about costs spiraling out of control. I first had the tenant take photos of the stain, the floor, and the location…