Maintenance Requests

The process

Every request moves down these steps in order.

What it records

These fields come with the template. Add your own, rename them, or delete the ones you do not use.

• Sitetext
• Location on sitetext
• Issuenotes
• Prioritydropdown
• Reported bytext
• Photo of issuefile
• Assessed bytext
• Contractor bookedtext
• Contractor contactcontact
• Quoted costnumber
• Attendance datedate
• Work donenotes
• Contractor invoicefile
• Signed off bytext

Step by step

The documentation below ships with the template. It is what your team reads on the step itself while they are doing the work, not a manual filed somewhere else.

1. 01

   Reported

   A site has logged something that needs fixing.

   Required before the job can move on

   • Site
   • Issue
   • Priority

   Also on this step, but optional: Location on site, Reported by, Photo of issue.

   Purpose

   Get the request down properly the first time, so whoever assesses it does not have to ring the site back.

   Tasks

   1. Enter the Site and say where on site in Location on site (e.g. "back dock, cool room 2").

   2. Describe the Issue: what is wrong, since when, and whether it is getting worse.

   3. Set Priority. Urgent means a safety risk, a food safety risk or the site cannot trade.

   4. Attach a Photo of issue if you can. It often saves a wasted contractor visit.

   Gate to advance

   Site, Issue and Priority must be filled in.

   Notes

   If it is an immediate danger to people, make the area safe and phone your facilities contact first. Log it here straight after.

2. 02

   Assessed

   Checked by facilities, and a contractor booked.

   Required before the job can move on

   • Assessed by
   • Contractor booked
   • Quoted cost

   Also on this step, but optional: Contractor contact.

   Purpose

   Decide what the fix is and who is doing it. "Someone is on it" is not an answer; a named contractor is.

   Tasks

   1. Review the issue and photo. Call the site if anything is unclear.

   2. Record who assessed it in Assessed by.

   3. Book a contractor and write the business and booking in Contractor booked (e.g. "Refrigeration contractor, Tuesday 8am").

   4. Pick them in Contractor contact so their details are one click away next time.

   5. Enter the Quoted cost (ex GST). Use 0 for work covered by a service agreement.

   Gate to advance

   Assessed by, Contractor booked and Quoted cost must be filled in.

   Notes

   If the quote is over your approval limit, get sign-off before booking and note who approved it on the record's Notes tab.

3. 03

   Scheduled

   Contractor is booked in with a date.

   Required before the job can move on

   • Attendance date

   Purpose

   The job has a date. The site needs to know so someone is there to let the contractor in.

   Tasks

   1. Set the Attendance date.

   2. Tell the site the date and time, and what access the contractor needs.

   3. If the date moves, update it here so the record matches reality.

   Gate to advance

   Attendance date must be set.

   Notes

   Give this step a target number of days so jobs that sit here too long are flagged in the weekly digest.

4. 04

   Completed

   Work done, checked and signed off.

   Required before the job can move on

   • Work done
   • Signed off by

   Also on this step, but optional: Contractor invoice.

   Purpose

   Close the request only when somebody has checked the fix, so "done" means done.

   Tasks

   1. Confirm with the site that the issue is fixed.

   2. Record what the contractor did in Work done, including any parts replaced.

   3. Attach the Contractor invoice when it arrives.

   4. Enter your name in Signed off by.

   Gate to advance

   Work done and Signed off by must be filled in. Archive the request once the invoice is paid.

   Notes

   If the same issue comes back, log a new request and mention the old one in Issue. The history of both stays searchable.

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