Service requests

Service Requests connects an issue to a unit, requester and assigned person. The request records when it opened, its current status and when it completed. Service Work Board helps the Property Manager see work that is Open, Assigned or in progress. My Service Requests gives an assigned person a focused list. Unit Availability includes a service request count, which gives the valuation team useful context when inspecting a unit marked Maintenance.

Service work is part of the property record rather than a valuation adjustment. It can explain a unit’s operating condition, but the Valuation Reviewer still decides whether and how that condition affects an adjustment amount. A request’s issue text and status provide a place to start that conversation. The team should return to the actual unit and comparable before treating service work as valuation evidence.

• Raise. Record the unit, requester, opened date and issue clearly enough for assignment.
• Assign. Link a staff record and move the work through Assigned and in progress.
• Complete. Record the completion date and mark the request Completed when the work is done.

Decide how staff identify a unit when taking a request by phone or in person. Agree who can be assigned and how an inactive staff record is handled. Define the distinction between Cancelled and Completed so a closed issue does not imply that work happened when it did not. Staff should know when a unit’s occupancy status changes to Maintenance and who changes it back after the issue is resolved. The request should retain the person who raised it even when the assignment changes.

Raise a service issue for a known occupied unit and select the requesting party. Assign it to an active person, move it through in progress and mark it Completed with a completion date. Check My Service Requests while assigned and Service Work Board while open; the same request should remain identifiable by its number and unit. Then try a request connected to the wrong unit. The Property Manager should correct the reference before a valuation coordinator relies on the issue as context for an adjustment. Revisit Unit Availability to interpret the status and request count together.

• Service Work Board — Follow active unit issues by status and assignee.
• My Service Requests — Give each assigned worker the requests connected to them.
• Unit Availability — Read unit status alongside the service request count.

Rehearse service resolution with an assigned issue. Return to adjustment review when the condition affects the valuation discussion.