Civica Cx Housing applies a logical work flow approach to the end-to-end repairs request management process. Upon receiving a repair request, the chronological progression stages are summarised as follows:
- Search for the contact raising the repair request.
- Log full details of the repair request, as reported by the contact, linking through to the asset record.
- Create an inspection booking (with or without an appointment), as required
1.
- Track the inspection and review the inspection outcome, as required.
- Generate a work order, allocating the relevant job tasks to the repair, as defined by the Schedule Of Rates (SOR).
- Select an accredited contractor to carry out the work order.
- Agree an appointment schedule with all stakeholders, as required 1.
- Despatch the work order to the contractor.
- Track the status of the repair and manage Work In Progress (WIP) and final inspections.
- Process the contractor invoice.
- Conduct a customer satisfaction survey.
Note
1 Certain assets such as community playgrounds will likely not require an inspection or repair appointment to be agreed with the contact.
Separate help articles have been created for each key aspect of repairs request management, including:
