Maintenance Request & Contractor Management
Maintenance Request & Contractor Management
This feature covers the full lifecycle of maintenance work in a managed development — from an owner reporting a defect through to a contractor completing the job and the works order being formally closed out.
Overview
Property managers can now:
- Receive and triage maintenance requests submitted by owners.
- Maintain an approved contractor database.
- Assign jobs to contractors and issue works orders.
- Track progress and close out completed jobs with a full audit trail.
All maintenance activity is linked to the relevant OMC, development, block, and unit, keeping data correctly scoped across the ownership hierarchy.
Maintenance Tickets
Submitting a Request
Owners submit maintenance requests through the owner-facing portal. Each submission requires:
| Field | Description |
|---|---|
| Development / Block / Unit | Location of the defect |
| Category | Trade type (e.g. Plumbing, Electrical, Structural, Communal) |
| Description | Free-text description of the issue |
| Attachments | Photos or supporting documents (optional) |
On submission, a ticket is created with a unique reference number and a status of Open.
Ticket Lifecycle
Open → Assigned → In Progress → Pending Review → Closed
| Status | Meaning |
|---|---|
| Open | Submitted, not yet assigned |
| Assigned | Contractor nominated, works order not yet started |
| In Progress | Contractor has begun work |
| Pending Review | Work reported complete, awaiting manager sign-off |
| Closed | Formally closed, works order retained on audit trail |
Managers can update ticket status, add internal notes, and attach documents at any stage.
Contractor Database
The contractor register allows property managers to maintain a list of approved trades for each development.
Contractor Profile Fields
- Name & Contact Details — trading name, primary contact, phone, email.
- Trade Categories — one or more trade types (e.g. Electrical, Plumbing, Lift Maintenance).
- Insurance Expiry — public liability and employers' liability expiry dates, with expiry alerts.
- Compliance Documents — uploaded certificates (Safe Electric, Gas Networks Ireland registration, etc.).
- Associated Developments — which OMC developments this contractor is approved for.
Managing Contractors
- Navigate to Maintenance → Contractors.
- Select Add Contractor and complete the profile form.
- Upload required compliance documents.
- Associate the contractor with one or more developments.
Contractors can be searched and filtered by trade category or development.
Job Assignment
Once a ticket is Open, a property manager can assign it to a contractor:
- Open the maintenance ticket.
- Select Assign Contractor and choose from the approved contractor list.
- Set a Priority (Low / Medium / High / Emergency) and a Target Completion Date.
- Add scope-of-works notes if required.
- Confirm the assignment.
Assignment moves the ticket to Assigned status and sends a notification to the contractor.
Works Orders
A works order is formally generated when a contractor is assigned to a ticket. It provides a documented, auditable instruction to carry out the work.
Works Order Fields
| Field | Description |
|---|---|
| Works Order Reference | Auto-generated, linked to the originating ticket |
| Contractor | Assigned contractor details |
| Scope of Works | Description of work to be carried out |
| Agreed Cost | Estimated or fixed cost |
| Scheduled Date | Expected start date |
| Completion Evidence | Photos or sign-off documents uploaded on completion |
Closing Out a Job
- When work is complete, update the ticket to Pending Review.
- Attach completion evidence (photos, invoices, sign-off sheets).
- The manager reviews the evidence and selects Close Works Order.
- The ticket moves to Closed status.
Closed works orders are permanently retained on the ticket record and are accessible for OMC reporting, AGM preparation, and service charge justification.
Compliance & Reporting
The maintenance module is designed to support OMC obligations under the Multi-Unit Developments Act 2011:
- Closed works orders form an auditable record of expenditure on common areas and building fabric.
- Records can be exported for inclusion in annual service charge reports and AGM financial statements.
- Contractor insurance and compliance document expiry alerts help ensure only qualified, insured contractors are engaged.
Permissions
| Role | Capabilities |
|---|---|
| Owner | Submit maintenance requests, view own ticket status |
| Property Manager | Full ticket management, contractor assignment, works order close-out |
| OMC Director | Read-only view of all tickets and works orders for their development |