In regards to your email reply back, I feel things are too personal. I was afraid this would happen to me when I inherited my tenants. I sent them all multiple letters on how to go about asking for maintenance, and emergency maintenance via a company email and I file all of them.
I actually created email templates that I just fill in the blank and send it. I wanted my tenants to assume that when they ask for maintenance a machine responds. It keeps things from getting too personal. Also (following the laws of my state) in my typical template there is a notice that states:
"When requesting maintenance you are giving property management and maintenance permission to enter the premises during normal working hours. During maintenance management will also inspect for other preventative maintenance issues. Please have all valuables in a secure place as "My company" will not be help responsible for lost or stolen items"
So they don't have the ability after requesting maintenance to tell us no you can't come in here. It also keeps them from calling me.