Stakeholder Guide — Property Manager & Facilities Team
Audience: Non-technical operations leadership (Property Manager, Facilities Manager, Maintenance Supervisor, Concierge)
Purpose: Plain-language view of maintenance, defects, common areas, leasing, and resident services
Language: Plain English — no code, no database terms
1. What Is This, in Plain Words
Today, property management may run on WhatsApp fault reports, paper work orders, spreadsheets for leases, and separate key-card systems. Residents report defects by phone or message, and it is hard to track whether anything was actually fixed. Our platform gives the property management and facilities team one auditable system — from defect report to contractor dispatch to expert sign-off — plus leasing, resident access, and amenity booking in one place.
2. What Changes Day-to-Day
| Today | With the platform |
|---|---|
| Defects reported by phone or WhatsApp; forgotten if no one follows up | Every defect is logged with a photo and a reference number; tracked to closure |
| Contractors told verbally; no record of who did what | Work orders assigned to vendors by skill and location; completion logged with parts used |
| Repairs finished; no one signs off; no parts record | Expert (different from the contractor) signs off before the job closes; parts charged to budget |
| Leases on paper; rent tracked manually | One lease per tenant; rent, deposit, and renewals tracked |
| Amenity bookings on paper sheets; double-booking possible | Amenities booked by time slot; no double-booking; resident-verified |
| Access keys/cards issued informally | Access rights tied to ownership/tenancy; visitor passes time-limited and logged |
3. Features You Will Use
- Defect & snag reporting: Resident or staff reports a defect (lift, pool, unit snag) with a photo. A work-order record is created.
- Work-order tracking: Each defect becomes a work order with a number, status, assigned vendor, and priority.
- Contractor dispatch: Work orders matched to vendors by skill, location, and priority. The system suggests an order; you confirm.
- Parts log: Vendor records parts used; charged to the maintenance budget or service-charge fund when the job closes.
- Expert sign-off: A qualified inspector (not the person who did the work) signs off before the job closes.
- Preventive maintenance: Recurring jobs (lift certification, pool tests) scheduled automatically.
- Lease management: Lease agreements, rent, deposits, renewals, and move-out inspections in one record.
- Amenity booking: Gym, pool, clubhouse booked by time slot; no double-booking.
- Access & visitors: Resident access rights, key cards, visitor passes, and service-provider access all managed in one place.
4. Who Does What
| Role | Responsibility |
|---|---|
| Property manager | Oversees operations; approves work orders and leases |
| Facilities manager | Manages maintenance, vendors, common areas |
| Maintenance supervisor | Assigns work orders; confirms dispatch |
| Concierge | Manages visitor passes, amenity bookings, resident services |
| Security | Controls access; logs visitor entries |
5. What You Keep
- Your maintenance program (for example, OpenMAINT or your CMMS) continues to own asset specifications and service history. Our platform sends work orders to it and brings the status back.
- Your vendors and contractors continue working as they do; the platform adds tracking and sign-off.
- Your access-control system continues to own physical credentials; our platform manages access rights and sends them to the system.
6. What You Must Confirm
- Your defect priorities (emergency, urgent, routine) and response-time promises
- Who the qualified inspectors are for sign-off (lift, electrical, plumbing, etc.)
- Your maintenance budget and service-charge fund cost centers
- Which phone or screen vendors and concierge staff will use
7. What We Honestly Do Not Promise
- We do not dispatch vendors automatically without a human confirming.
- We do not promise a fix time; you set the service promise and we measure against it.
- If your maintenance or access-control software is unavailable, the platform stops and tells you — it never invents a fake work order or a fake access grant.