Platform Guides
Contractor Coordination & Work Orders
Complete step-by-step guide to managing maintenance assignments, tracking progress, and communicating with contractors in real-time.
Overview
The Contractor Coordination module streamlines the entire maintenance workflow—from the moment a tenant reports a fault to the final invoice processing. It replaces messy email threads and missed phone calls with a centralised, transparent system.
Property managers can assign work orders with clear instructions, priority levels, and photo evidence. Contractors receive instant alerts, update the job status in real-time from the field, and submit completion photos directly via their portal.
When to Use This Workflow
Reactive Repairs
When a tenant reports a breakdown (e.g., boiler failure, leak) requiring immediate contractor dispatch.
Planned Maintenance
When scheduling routine upgrades like kitchen replacements or painting.
Compliance Checks
When assigning annual Gas Safety checks or 5-year EICR inspections.
Void Property Works
When coordinating multiple trades to turn around an empty property for a new tenant.
Step-by-Step Guide (For Property Managers)
Create the Work Order
From the Maintenance dashboard, select a reported fault or create a new Work Order. The system's AI will suggest the appropriate priority level and trade category.
Assign a Contractor
Choose a preferred contractor from your directory. The system will alert you if their insurance is expired or if they lack the required certifications for compliance jobs.
Note: You can configure the system to auto-assign specific contractors based on the property location and trade type.
Provide Context & Access Details
Attach the tenant's submitted photos and add any specific access instructions (e.g., 'Tenant works nights, call before arrival').
Tips for success:
- The more photos you provide, the higher the first-time fix rate.
- Always verify the tenant's preferred contact method for access.
Track Progress
Monitor the job status as the contractor accepts the work, travels to the site, and completes the repair. Use the built-in chat for any clarifications.
Review & Close
Once the contractor marks the job as complete and uploads their 'after' photos, review the evidence and close the work order to authorise payment.
Understanding Work Order Statuses
Troubleshooting Common Issues
Contractor Did Not Receive Notification
Problem: The assigned contractor claims they didn't get the work order.
Solution: Verify their email and mobile number in the Service Providers directory. You can manually resend the notification from the Work Order details page.
SLA Breach Alert
Problem: An urgent work order has missed its target response time.
Solution: The system automatically escalates breached SLAs. Contact the contractor immediately via phone, or reassign the job to an emergency backup provider.
Missing Completion Evidence
Problem: The contractor marked the job complete without uploading photos.
Solution: Reject the completion status via the dashboard. This pushes the job back to 'In Progress' and prompts the contractor to provide the required evidence.
Security & Privacy
Tenant Data Protection
- Contractors only see tenant contact info after accepting the job
- Access instructions are hidden once the job is marked complete
- Vulnerable tenant flags are securely transmitted to cleared contractors
Audit Trails
- Every status change is timestamped and logged
- All messages between you, the tenant, and contractor are archived
- Photo evidence is permanently linked to the property record
Benefits of Coordinated Workflows
Operational Efficiency
Reduced Admin Time
Eliminate manual follow-ups with automated status updates.
Faster Resolutions
AI-driven priority assignment ensures urgent jobs are handled first.
Higher First-Time Fixes
Contractors arrive prepared with photos and detailed fault descriptions.
Better Communication
Tenant Satisfaction
Tenants receive automated updates when their repair is scheduled.
Transparent Tracking
Everyone knows exactly where the job stands at any given moment.
Dispute Resolution
Before-and-after photos eliminate arguments over completed work.
Frequently Asked Questions
Can tenants communicate directly with the contractor?
No, tenants and contractors communicate via the Social Home platform. This ensures all conversations are logged and property managers maintain oversight.
What if a contractor needs to order parts?
The contractor can update the status to 'Awaiting Parts' from their portal, which automatically notifies both the property manager and the tenant of the delay.
Can I assign multiple contractors to one property?
Yes. For void works or complex repairs, you can create multiple work orders linked to the same property and assign them to different trades (e.g., Plumber and Electrician).
How do I handle out-of-hours emergencies?
Emergency requests trigger immediate alerts based on your configured escalation policies, allowing you to quickly dispatch your designated 24/7 contractors.
Support
If you need help managing work orders:
- • In-App Support: Go to Settings → Help & Support
- • Contact Form: Submit a support request via our contact form