Work Request Management for Property Teams

Capture the essentials at intake

Record the requesting organisation or person, property and location, a clear description, the date received and any photographs or documents supplied. Avoid relying on an email subject line as the permanent scope.

Separate urgency from importance

Use an agreed triage approach to identify immediate safety or service risks, routine priorities and requests needing more information. Record the decision so another team member can understand why the request was routed that way.

Confirm ownership and the next action

Every live request should have a responsible person or team and a visible next step. If a customer decision, site access or quotation is required, make that dependency explicit rather than leaving the request apparently idle.

Convert work without duplicating it

When a request becomes a quotation or job, preserve the originating reference and supporting context. The operational record should show the route from request through approval, mobilisation and completion.

Communicate from the shared status

Customer updates are more reliable when they use the same status and activity history as the internal team. Keep internal notes separate from customer-visible updates, while avoiding parallel trackers that drift apart.

Control changes to scope

Record variations, additional requests and revised approvals against the existing work chain. If the new issue is genuinely separate, create a linked request so its ownership and outcome remain clear.

Close with an outcome, not just a status

Retain completion notes, evidence, documents and the closure decision. If the request was cancelled, duplicated or declined, record that outcome and reason rather than deleting the history.

Use operational measures carefully

Useful measures include time to triage, unassigned requests, overdue next actions and time awaiting customer or contractor input. Read them alongside complexity and priority rather than treating every request as identical.