How maintenance and work orders work
Maintenance and work orders in Heroes PMS turn every resident report into a tracked job. Residents report an issue with photos from the portal or app, your team turns it into a work order for staff or a contractor, and everyone follows the status until it is done. Every job stays in the unit or common area history.
- A resident reports the issue. From the portal or the app, they describe the problem and add photos: a leaking tap, a lift stuck between floors, a broken light in the car park. Photos often save a visit just to understand what is wrong.
- Your team reviews the ticket. The building manager reads the report, checks the photos and decides who should handle it. Small jobs go to in-house staff; specialist work goes to a contractor.
- The ticket becomes a work order. The work order is assigned to a named staff member or contractor, so there is never any doubt about who is responsible for the job.
- Progress is visible to everyone. The status moves from open to in progress to done. Residents see the update in their portal and app, so they no longer need to call the office to ask where things stand.
- The job is closed and recorded. When the work is finished, your team closes the work order. It stays in the history of the unit or common area, ready for the next inspection, the next board meeting or the next owner.
Who is it for?
The module is built for condominium management companies, owners’ associations that run their building with their own caretaker team, and property managers who look after several residences at once.
It fits a single tower with a caretaker and a few cleaners as well as a company managing several residences with technicians and outside contractors. It is especially useful when requests arrive today by phone, in a resident chat group or as a note left at reception, and nobody can say which ones are still open.
Typical cases include water leaks between units, lifts and generators, pool and garden upkeep, common-area lighting and anything a new owner discovers when moving in.
| Situation | Before (phone, chat groups, spreadsheets) | With Heroes PMS |
|---|---|---|
| Reporting an issue | A message lost in a busy chat group or a call to the caretaker | A ticket with photos from the portal or app |
| Assigning the job | Someone promises to look into it | A work order assigned to staff or a contractor |
| Following progress | Residents call the office again and again | Open, in progress, done — visible to all |
| Past repairs | Scattered across notebooks and old messages | A history for every unit and common area |
| Management overview | Nobody knows how many requests are still waiting | Open tickets and their waiting time on the dashboard |
Practical tips for a smooth maintenance process
- Ask for photos every time. A close-up of the problem and one of the wider area help your team choose the right person and bring the right parts.
- Agree on who decides. Decide in advance which jobs the caretaker handles alone and which need a contractor or the board’s agreement, so tickets do not sit waiting for a decision.
- Keep statuses honest. Move a ticket to in progress only when someone is actually on it, and close it only when the job is really done. Residents trust the status they see.
- Record jobs in the right place. Filing each job against the correct unit or common area keeps the history useful and makes it easier to discuss which costs fall on an owner and which on the association.
- Use the history with the board. Repeated jobs on the same lift, pump or roof are a strong argument when you renegotiate a maintenance contract or plan major works.
- Check waiting tickets every week. A quick look at open tickets and how long they have waited, on the dashboard, keeps old requests from being forgotten.
