Staff Memo
How to Use a Work Request (K.I.S.S.)
A Work Request is the standard method for reporting property issues, service needs, and repair items. Use a Work Request for most issues.
How to Submit a Work Request
- Submit the request with clear details.
- Select the issue type (wear and tear, deficiency, damage, safety).
- Add the exact location (building, unit, room, area).
- Describe the issue in plain language.
- Attach photos if available.
- Set priority (routine, urgent, emergency).
- Send and track status updates until closure.
Basic Issue Types
1) Wear and Tear
Normal aging from regular use.
- Faded paint
- Loose door handle
- Worn flooring
- Minor sealant cracks
2) Deficiency
Something missing, non-compliant, or below expected condition/spec.
- Fixture not working as intended
- Incomplete installation
- Missing safety label/signage
- Item not meeting required standard
3) Damage
Unexpected harm from impact, misuse, weather, or incident.
- Broken window
- Water-damaged ceiling tile
- Damaged cabinet or door
4) Safety Concern
Any issue that may cause injury or immediate risk.
- Exposed wiring
- Trip hazards
- Leaks near electrical equipment
- Non-functioning emergency lighting
If the safety risk is immediate, escalate right away using emergency protocol.
K.I.S.S. Formula
Keep It Short and Simple:
- What is wrong?
- Where is it?
- When was it noticed?
- How bad is it (routine, urgent, emergency)?
- Who can access the area?
Example:
"Water drip from ceiling in Building B, Unit 204 bathroom, noticed this morning. Active drip, urgent. Tenant available after 2 PM."
Staff Standard (Order of Work)
- Start with public requests first.
- Then handle internal/private follow-up as needed.
- Update status clearly at each step.
- Close only when resolved or formally handed off.
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