PROPERTY OPERATIONS / PRACTICAL GUIDE
Getting repair requests under control
A practical workflow from first report to verified resolution.
Start with a clear process
A maintenance workflow needs clear stages: acknowledgement, triage, assignment, booking, evidence and verification.
Make accountability visible
Teams should avoid closing a request simply because a contractor has reported completion. Give residents the opportunity to confirm or challenge the outcome.
Learn from the outcome
Use consistent categories and review repeat requests to understand whether the underlying cause was actually addressed.