STEP 1: Use a Work Request Form to Accept a Job

This is not an order for the work to be done–it is a request, by the tenant, that a job be done. This is an important point–we certainly do not perform every repair call we receive from your tenants. This form organizes and “formalizes” this very first step.

The Work Request contains two parts. The first part records the request and all the Important details: date, time, property address, who is requesting the work, home and work phone numbers, who will be home and when, and exactly what is wrong.

This is a telephone interview sheet. It prompts our staff member who is accepting the repair request to ask the right questions and do a more thorough, professional job. Since we are having a conversation with your tenant, we can pinpoint the problem and ask specifics that will save repair personnel valuable time.

It documents the tenant’s request. We advise the tenant that this request is being written down–the information will be much more complete and accurate. This is a chance for our staff to reiterate our policy and procedures–your tenant will be more comfortable, confident, and prepared. Also, this is a good chance to redirect requests for maintenance that should be performed by the tenant.

Once the first part of the work request is complete, it is signed by the staff member who took the information and turned in for approval. This is an important step. Except for obvious emergencies, we take the time to review and approve all jobs. The second part of the form allows us to sign and indicate approval or disapproval and note any special problems or requirements.

If the work request is disapproved, the tenant is promptly notified. When this is done, we will note the date, time, and the person we spoke to on the work request. This will avoid misunderstandings.

Even if we disapprove the work request, the tenant may elect to pay for it personally. We have the opportunity to supervise the repair and bill the tenant for the cost. Your tenants will appreciate this–they won’t have to spend their time trying to find a competent, reasonably priced repair company–and you will be satisfied that the work will be done properly.

STEP 2: Record the Job on Work Order Register

Prior to completing a work order ticket, we will record the job on a Work Order Register, using the control number on the work order ticket to record jobs in chronological order.

The work order register is a summary document. It shows the assigned work order number, the property address, the assignment date, the completion date, who is to do the work, what is to be done, job priority, who approved the work, and any other special remarks.

This is our master control document. It gives us quick and easy access to all ongoing jobs. At a glance, we can see:

• What jobs are in progress
• Job status. Since the register is in chronological order, we can see what work is behind, pending, or completed.
• Job distribution. Who is responsible for what work, who has too much, and who has too little.

It is much easier to monitor our jobs from the register than from a copy of the actual work order. We use the work order register when assigning jobs. Since we can see what work is pending and already assigned, overloading a particular company or repair person can be avoided. Also, if we see that a company is taking too long to complete a job, we can call in the existing work order and reassign it.

STEP 3: Use a Work Order Ticket to Specify the Job

Transfer the job information from the approved work order request onto the work order ticket. List all authorized work to be done. By working from the request, we can complete the actual work order ticket neatly, legibly, and understandably. If there are important instructions or clarifying information on the work order request form, we will attach them to the work order ticket. These steps greatly reduce misunderstandings, wasted time, and duplicated effort.

The work order ticket is a three-part form. All three parts are kept together while the job is in progress. Here is how it is broken down and distribute after the job is completed and paid:

• Original: placed in your property file.
• Second copy: included with your monthly statement.
• Third copy (which includes a work space for the repair person to calculate costs): returned with payment check.

We will not give verbal work orders–no matter how small the job may be.