Operations

A work order is any repair, replacement, or job assigned to a vendor or maintenance staff. Create one from Operations → Work Orders, from a property page, or auto-generated when a tenant complaint escalates.

• Priority: LOW, MEDIUM, HIGH, EMERGENCY.
• Status flow: OPEN → ASSIGNED → IN_PROGRESS → PENDING_PARTS → COMPLETED → CANCELLED.
• Line items: labor + materials with quantity and unit price, totalled and reconciled into actualCost.
• Attachments: photos tagged BEFORE / DURING / AFTER for evidence.

Complaints come from tenants via the portal, SMS, or staff intake. Each is logged with a category (noise, plumbing, security, etc.) and a priority. Resolution SLAs in hours:

• URGENT: 24h
• HIGH: 48h
• MEDIUM: 72h
• LOW: 7 days

The dashboard surfaces breached SLAs in red. Operations → Complaints tracks remaining hours per ticket; once resolved, the system records time-to-acknowledge and time-to-resolve for the performance dashboard.

Set up recurring preventive maintenance per property: HVAC service, generator load test, fire-extinguisher inspection, gutter cleaning.

1. Operations → PM Schedules → New.
2. Pick the property and (optionally) the default vendor.
3. Set frequency (MONTHLY, QUARTERLY, SEMI_ANNUAL, ANNUAL).
4. The scheduler auto-creates a work order at the next due date and notifies the assigned vendor.

Two flavors:

• Move-in — at lease activation; checklist + photos define the baseline.
• Move-out — at lease end; deductions from the move-in baseline feed the deposit refund calculation.

Inspectors complete the checklist on a phone (the form is mobile-first). Once submitted, the report PDF is generated and stored on the lease.

For tenants in serious arrears or breach. A managed workflow with stages: NOTICE_SERVED → HEARING_SCHEDULED → ORDER_GRANTED → VACATED. Each stage accepts document uploads (notices, court orders, bailiff returns) so the legal file lives with the tenant record.

Vendors live under Operations → Vendors with category, contact info, payment terms, and a Mobile Money number. Vendor Performance shows completion rate, average resolution time, and total spend.

Any work-order expense above your configured threshold routes through Approvals → Pending. Owners can review (and approve from the Owner Portal) anything affecting their properties.