Service requests

A service request describes an issue at a unit. The requester is a party, and the assigned worker is a person from the staff and contractor register. Opened and completed dates show when the work entered and left the queue. The status moves among open, assigned, in progress, completed and cancelled. Together these fields give the coordinator the facts needed to follow a repair without confusing it with another unit’s issue.

The request is especially useful when several people contact the team about one building. The property and unit information come from the linked unit. The worker’s name comes from People. A coordinator can see who asked for the work and who is responsible for it, while a manager can review the work still in flight.

• Intake. Property Coordinator records the issue, the unit and the party who raised it.
• Assignment. The coordinator selects a staff member or contractor and makes the assignment visible in the work queue.
• Completion. The team records the completed date and final status so an old request no longer appears as active work.

Agree who may open a request and how the team identifies the correct unit when a tenant reports a problem by phone or email. Decide how assignment is made when several contractors can do similar work. The assigned person needs a current People record, and the team should review that person’s active status before relying on the assignment.

Set an operational rule for when work is in progress versus completed. A cancelled request should have its reason handled through the team’s operating practice before it leaves the queue. The issue, links, dates and status give the team a clear work record; agree where supporting conversation and outside repair documents live when needed.

A tenant in unit 2B reports a leaking tap. The coordinator finds the unit, selects the tenant party as requester and records the issue. Assign the request to the person doing the work. Ask the manager to open the assigned work list and identify the same unit and worker. When the repair begins, move the request into progress; after it is finished, record the completion date and mark it completed.

Reopen the service work board and confirm that the result is recognizable among other requests. If the tenant also has a lease-linked maintenance entry, check the connection in the team’s process: the service request and tenant maintenance record answer related but different questions, and both need the correct source unit or lease.

• Assigned service work — Find active unit issues by assigned person and opening date.
• Service work board — See open, assigned, in-progress and completed requests by status.
• Unit availability — Check whether the affected space is marked for maintenance.

Follow the service and tenant maintenance process for intake and resolution. Roles outlines the review of worker access.