Maintenance Request & Defect Tracking

The Maintenance Request & Defect Tracking module allows property management agents to log, triage, assign, and monitor maintenance issues and building defects across all managed developments.

Overview

Maintenance requests can originate from multiple sources:

Raised By	Method
Owner	Owner portal self-service submission
Agent	Direct entry in the management platform
Director	Entry on behalf of the OMC board

Once logged, requests are tracked through a defined lifecycle with full auditability.

Request Lifecycle

Each maintenance request progresses through the following statuses:

Open — Request has been logged and is awaiting triage.
In Progress — Work has been assigned and is underway.
Awaiting Contractor — Request is pending contractor availability, quote, or attendance.
Resolved — Work has been completed.
Closed — Request has been reviewed, signed off, and archived.

Priority Levels

Priority is set at the time of logging or during triage:

Priority	Typical Use Case
Emergency	Immediate risk to safety, habitability, or structure (e.g. burst pipe, fire damage)
Urgent	Significant disruption requiring prompt attention (e.g. lift failure, security issue)
Routine	Scheduled or non-critical maintenance (e.g. painting, minor repairs)

Category Classification

Requests are classified into one of four categories to support routing, reporting, and budget allocation:

Structural — Foundations, roofing, walls, load-bearing elements
M&E (Mechanical & Electrical) — Heating, ventilation, electrical systems, lifts
Communal Areas — Lobbies, corridors, stairwells, shared amenities
External — Car parks, landscaping, external facades, boundary structures

Key Fields

Contractor Assignment

Assign a contractor record directly to a request. This links contractor details (contact, trade, insurance status) to the job for easy reference.

Cost Tracking

Estimated Cost — Enter a projected cost when raising or triaging a request.
Actual Cost — Record the final invoice amount on completion.

Both fields feed into development-level spend reporting.

Photo Attachments

Photos can be attached at any point in the request lifecycle — at creation, during progress updates, or at resolution. Attachments are stored against the request record and visible to agents and directors.

Budget Line Item Linking

Each request can be linked to a service charge budget line item. This enables:

Real-time tracking of maintenance spend against approved budgets
Accurate cost allocation across OMC accounts
Audit-ready records for AGM reporting

Owner Portal

Owners can submit maintenance requests directly through the owner portal. Submitted requests are immediately visible to the managing agent and enter the standard triage workflow. Owners receive status updates as the request progresses.

Reporting

The module supports filtering and reporting by:

Development
Status
Priority
Category
Date range
Assigned contractor
Cost (estimated vs. actual)

This provides agents and OMC directors with a clear picture of outstanding works, upcoming expenditure, and historical maintenance activity.