Maintenance

Maintenance issues let you keep on top of repairs and upkeep across your properties. Each issue records what needs fixing, which unit it relates to, who is dealing with it, and how urgent it is. Your team can raise issues directly, and your tenants can report problems from their portal, so everything lands in one place. Maintenance has two pages in the Dashboard:

• The Maintenance page is your reporting view, showing how your team is performing and how much work is outstanding.
• The Issues page is where your team works through individual issues, on a board, in a table, or in a split view.

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Issue statuses

Every issue has a status that shows where it is in your workflow:

• Open: The issue has been reported but nobody has started work on it yet.
• In progress: Someone is actively working on the issue.
• Resolved: The issue has been fixed and no further action is needed.

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Issue types

Issues are grouped by type so you can tell where they came from:

• Customer request: Raised by a tenant from their portal.
• Internal: Raised by your team.
• Planned: Scheduled or preventative work.

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Reported and internal work

Tenant-reported work and work your team raises itself are usually handled by different people against different promises, so both the Maintenance page and the Issues page have a set of source tabs in the top right:

• All: Every issue.
• Reported: Issues a tenant reported from their portal, which have the Customer request type.
• Internal: Issues your team raised, including Planned work.

Whichever tab you choose applies to everything below it, so the metrics, chart, board, and table always describe the same set of work. You can also set separate response targets for reported and internal issues.

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Overview metrics

The Maintenance page opens with a row of metrics summarising your portfolio:

• Raised today: Issues created since midnight.
• Open: Issues nobody has started yet.
• In progress: Issues someone is actively working on.
• Overdue: Unresolved issues that are past the resolution target for their priority. Issues on hold are not counted, because their clock is paused.
• Avg. resolution: The mean time from an issue being raised to being resolved, over the last 30 days. Time spent on hold is not counted.
• Resolved on time: The share of issues resolved within their target over the last 30 days.

Below the metrics, the Open issues chart breaks your outstanding work down by priority so you can see what is waiting.

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Priorities

Set a priority to help your team focus on what matters most:

• Low
• Medium
• High
• Urgent

Priority also decides how quickly an issue should be responded to and resolved. See Response targets.

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Issue categories

Each issue can be tagged with a category to describe the kind of work involved, such as Heating system, Air conditioning, Appliance, Electricity, Exterior, Housing, Housekeeping, Locksmith, Pest control, Painting, Plumbing, or Other.

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