Who: Internal Contact Centre/Assets/Maintenance Team
For DEFECTS Work Requests:
1. Send to Builder/Developer with defect liability responsibility
2. Include defect liability period reference
3. Attach supporting documentation of defect
For DEFERRED Work Requests:
1. Schedule for future action in system
2. Set reminder dates for reassessment
3. No external dispatch required initially
For INVESTIGATION Work Requests:
1. Assign to internal Maintenance team
2. Set investigation timeline
3. Schedule follow-up for scope determination
For LEASEHOLD Work Requests:
1. Send to Property owner/landlord
2. Include Property ownership verification
3. Reference landlord Maintenance responsibilities
For THM Work Requests:
1. Route to Department of Families, Fairness, and Housing (DFFH)
2. Include THM program reference details
3. Follow DFFH communication protocols
For STRATA Work Requests:
1. Send to Body Corporate or Strata Manager
2. Include common area/building reference
3. Copy relevant unit owners if required
For All Dispatched Work Requests:
•Change status from ‘New’ to ‘Work Request Sent’
•System automatically generates appropriate Email template
•SharePoint folder link included for photo access (7-day validity)
•SLA timers activated
•Contact information for queries included