Managing Repairs and Maintenance

Managing Repairs and Maintenance

Use the Repairs workflow for maintenance from first report through contractor assignment, approval and completion. Do not manage a repair entirely in email or notes because the property history then becomes incomplete.

1. Record the repair

Open the rental property and add a repair. Record a clear description of the problem, who reported it and any access/urgency information.

Tenants using Customer Portal can report a repair directly. Customer Portal records the actual logged-in tenant as the reporter.

2. Triage

Decide what needs to happen next according to agency procedure:

• emergency action;
• further information from tenant;
• contractor instruction;
• landlord approval;
• planned appointment.

Use the repair record/status rather than keeping the decision only in a private email thread.

3. Assign contractor

Select the appropriate contractor/trade and record any appointment/instruction details.

4. Record quote

Where a quote is required, enter the quoted cost in the repair record.

For landlords using Customer Portal, a recorded quote can be presented for approval/decline. Their decision and optional comment are stored in an audit trail and the branch is notified.

5. Complete the work

When the contractor finishes:

• update the repair status;
• record final cost/invoice information where used;
• record any completion notes;
• confirm the tenant/landlord has been updated where appropriate.

6. Re-open/escalate if necessary

If the issue persists, do not simply mark it completed and start an unrelated note. Keep the maintenance history understandable by recording what failed and the next action.

Repairs from Tenant List

The Tenant List provides shortcuts to report/view repairs while working from a tenant/balance perspective.

Good repair notes

Include observable information rather than assumptions. For example:

Tenant reports boiler display E133, no heating or hot water since 07:00. Pressure shown as 1.2 bar. Tenant available after 15:00.

is more useful than:

Boiler broken.