Maintenance, compliance files and estate incidents across a mixed portfolio

Maintenance requests arrived by instant message, phone call and corridor conversation. There was no queue, so urgency was decided by who complained loudest, and no SLA clock, so a tenant asking why a lift had been out for a week could not be answered with a fact. Contractors were dispatched verbally and invoiced against work nobody had signed off.

Compliance paperwork — electrical certificates, fire equipment service records, lift certificates, the safety file for each site — sat in filing cabinets and inboxes across the portfolio, and its expiry was tracked, at best, in one person's diary. On the residential estates, incidents were written into a hardcover book at the gatehouse: gate damage, trespass, contractor conduct, vehicle accidents, injuries in common areas. When an insurer or an attorney later asked for the record, the record was a book with pages missing.

Every serviceable asset and every location carries a QR tag, so a request is logged against a specific plant room or classroom rather than “the building”. Logging starts an SLA clock appropriate to the category — a burst pipe and a sticking door are not the same promise — and the clock is visible to the requester, which ends most of the status-chasing.

Contractors receive the job, complete it on their device with photographs and a signature, and their invoice is matched to a job that was actually signed off. Compliance documents live in a per-property vault where every certificate carries its own expiry and warns before it lapses. Estate incidents use the same capture pattern as the industrial safety work — category, severity, photographs, people involved, action taken — producing a register that holds up when an insurer, an attorney or a board meeting asks for it.