Icon for Property maintenance & repairs taskflow solution

Property maintenance & repairs

Help owners and tenants log maintenance issues and optimize the administrative tasks of delegating the repairs to the handyman or a contractor. This works in combo with the 'Complexes' and the 'Suppliers' taskflows, which we shall explain at the end of this guide.

A step-by-step guide to Property maintenance & repairs

This guide will explain the 'Property maintenance & repairs' taskflow (as well as the 'Complexes' and 'Suppliers' taskflows).

You can watch the 7 min video to get a quick overview or read the full guide below.

It makes use of numerous screenshots, but if you'd like to follow along in the Kotive webapp, you can sign up and copy the 'Property maintenance & repairs', 'Complexes' and 'Suppliers' taskflows into your account for free.

Keep the taskflows open in a separate tab in your browser, and interact with them while reading the steps in this guide.

Section 1: Report an issue

In this section, the owner/tenant reports an issue, and it's forwarded to the trustees.

Report an issue

The first part of this form is a paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this taskflow: This paragraph contains instructions on how to personalize the taskflow for you and your company. If you intend to run the taskflow, these changes can not be ignored.

In addition to the visible fields on this form, you will notice three faded out fields at the bottom of the form. These are called 'hidden fields'. Hidden fields capture information without displaying them to the user and make their information available to other tasks in the taskflow.

The taskflow starts when an owner/tenant fills in this form with their personal details and a description of the issue they'd like to report. This is a 'published task' - anybody can view and complete this form, they do not have to be a logged-in user.
Report an issue

Acknowledge report

The owner/tenant receives an email confirming that the issue report has been received and that they will be given feedback soon.
Acknowledge report

Notify trustees

The trustees receive an email detailing the owner/tenant's report.

Kotive creates the content of the email by pulling in the owner/tenant's information from the first form in the 'Property maintenance & repairs' taskflow - 'Report an issue'.

Let's start by looking at how the email is typed up. There are lots of normal looking text words, but there are also lots of rectangular, shaded in, blocks of text. What's the difference?

Well, the normal text is just that: normal text. There's nothing special about it. But the blocks of text are actually information that is being pulled in from the first form. If you click on the text area of the email while in the webapp, you'll see that it changes and suddenly looks like a lot of code with lots of curly brackets { } and numbers. This code (also called dynamic field tags) is what tells these fields of text what they're going to end up saying. When this email gets sent to the trustees, it won't look like it does now, it will all be normal text, because the taskflow will look at the first form and put the information from that form into this email.
Notify trustees


Section 2: Handling the issue

The trustees decide whether the issue should be handled by a contractor or the handyman, or they deny the request.

How should the issue be handled?

This form task has one condition:

Activate this task when...
'Role' IS 'Trustee'

Only a trustee can view and complete this form.

The trustee indicates how they would like the issue to be handled, or they deny the request. Notes about their decision can be left in the text area provided.

The trustee's decision in this form will lead to one of three possible scenarios. If the trustee denies the request, then the next task to be activated is the 'Denied' email task. If they decide to 'Get a contractor', then the 'Get contractor' sub-taskflow is activated next, instead. If they want to 'Get handyman to repair', then the 'Get handyman' sub-taskflow is activated next.
How should the issue be handled?

Denied

The only condition on this email is:

Activate this task when...
'How should the issue be handled?' IS 'Deny the request'

This email will only be sent if the trustee denied the request in the previous form task.

An email is sent to the owner/tenant to inform them that their request has been denied. If the trustee explained the reason for denial in the previous form task, then that information will be included in this email.

If the trustee denied the request in the previous form task, then the 'Property maintenance & repairs' taskflow is complete as soon as this email has been sent.
Denied


Section 3: Using the handyman

In this section, the handyman is informed of the repair, indicates once the work has been completed, and all parties are informed once the repair is finished.

Get handyman

The only condition on this sub-taskflow is:

Activate this task when...
'How should the issue be handled?' IS 'Get handyman to repair'

This sub-taskflow will only be activated if the trustee chose to use the handyman in the 'How should the issue be handled?' form task.

This sub-taskflow contains four tasks:
Get handyman

(Handyman) Notify owner/tenant

The owner/tenant receives an email notifying them that their issue has been referred to the handyman.
(Handyman) Notify owner/tenant

Notify handyman

The handyman receives an email detailing the reported issue and asking them to look into it.

A link at the bottom of the email leads them to the next form task.
Notify handyman

Handyman

This form task has one condition:

Activate this task when...
'Role' IS 'Handyman'

Only the handyman can view and complete this form.

The handyman indicates if the issue has been resolved, or remains unresolved. They provide feedback on the issue, list what they needed to purchase to complete the job, and indicate what the purchased materials cost, before saving the form.
Handyman

Notify everyone

The trustees and the owner/tenant receive an email updating them on the status of the repair work. Details about the status of the job are pulled in from the previous form.
Notify everyone

After this email has been sent, the 'Get handyman' sub-taskflow is complete, which also brings the 'Property maintenance & repairs' taskflow to an end.

Section 4: Hiring a contractor

In this section, the managing agent is informed that a contractor needs to be hired, and a contractor is chosen and contacted.

Get contractor

The only condition on this sub-taskflow is:

Activate this task when...
'How should the issue be handled?' IS 'Get a contractor'

This sub-taskflow will only be activated if the trustee chose to hire a contractor through the managing agent in the 'How should the issue be handled?' form task.

This sub-taskflow contains five tasks:
Get contractor

(Contractor) Notify owner/tenant

The owner/tenant receives an email notifying them that their issue has been referred to the managing agent, who will appoint a contractor to resolve their issue.
(Contractor) Notify owner/tenant

Notify managing agent

The managing agent receives an email detailing the issue.

A link at the bottom of the email leads them to the next form task.
Notify managing agent

Choose contractor

This form task has one condition:

Activate this task when...
'Role' IS 'Managing agent'

Only the managing agent can view and complete this form.

The managing agent chooses a contractor for the job, indicates if they'd like to receive a quote first or if the contractor can go ahead with repairs immediately, and leaves instructions for the contractor, before saving the form.
Choose contractor


Section 5: Receiving a quote

The contractor receives an email requesting a quote, which is then approved or denied by the managing agent.

Quote

The only condition on this sub-taskflow is:

Activate this task when...
'What should the contractor do?' IS 'Quote'

This sub-taskflow will only be activated if the managing agent chose to request a quote in the previous form task.

This sub-taskflow is within the 'Get contractor' sub-taskflow and contains four tasks:
Quote

Notify contractor - quote

An email is sent to the contractor, detailing the job that needs to be done and requesting that they send a quote directly to the managing agent.
Notify contractor - quote

Accept or decline quote

This form task has one condition:

Activate this task when...
'Role' IS 'Managing agent'

Only the managing agent can view and complete this form.

The managing agent indicates the amount that the supplier quoted to do the job, inputs the quote reference number and then accepts or declines the quote, before saving the form.

If the managing agent declines the quote in this form task, then the 'Contractor - Decline' and 'Managing agent - Decline' emails will be sent next. However, if the managing agent acccepts the quote, then these email tasks will be ignored, and the 'Repair' sub-taskflow will be activated, instead.
Accept or decline quote

Contractor - Decline

This email task has one condition:

Activate this task when...
'Your decision?' IS 'Decline'

This email will only be sent if the managing agent declined the quote in the previous form task.

An email is sent to the contractor, informing them that their quote has been declined.
Contractor - Decline

Managing agent - Decline

This email task has the same condition as the previous email task:

Activate this task when...
'Your decision?' IS 'Decline'

This email will only be sent if the managing agent declined the quote in the 'Accept or decline quote' form task.

An email is sent to the managing agent, confirming that they've declined the quote, and instructing them to resolve the issue outside of the taskflow.
Managing agent - Decline

After the 'Contractor - Decline' and 'Managing agent - Decline' emails have been sent, the 'Quote' sub-taskflow is complete, which also brings the 'Get contractor' sub-taskflow, as well as the entire 'Property maintenance & repairs' taskflow, to an end.

Section 6: Proceeding with repairs

If the managing agent instructed the contractor to go ahead with repairs without quoting first, or if they accepted the quote, then the taskflow proceeds to this section. In this section, the contractor is instructed to go ahead with repairs. After they indicate that the repairs are complete, the managing agent, trustees and owner/tenant are notified.

Repair

This sub-taskflow has two conditions:

Activate this task when...
'What should the contractor do?' IS 'Repair'
OR
'Your decision?' IS 'Accept'

This sub-taskflow will be activated IF the managing agent instructed the contractor to go ahead with repairs without quoting first in the 'Choose contractor' form task, OR IF they requested a quote in the 'Choose contractor' form task and then accepted the quote in the 'Accept or decline quote' form task.

This sub-taskflow is within the 'Get contractor' sub-taskflow and contains four tasks:
Repair

Notify contractor - repair

This email task has one condition:

Activate this task when...
'What should the contractor do?' IS 'Repair'

This email will only be sent if the managing agent instructed the contractor to go ahead with repairs without quoting first in the 'Choose contractor' form task.

An email is sent to the contractor, instructing them to go ahead with the repairs.

A link at the bottom of the email leads them to the next form task.
Notify contractor - repair

Notify contractor - quote accepted

This email task has one condition:

Activate this task when...
'Your decision?' IS 'Accept'

This email will only be sent if the managing agent requested a quote in the 'Choose contractor' form task and then accepted the quote in the 'Accept or decline quote' form task.

An email is sent to the contractor, accepting their quote and instructing them to go ahead with the repairs.

A link at the bottom of the email leads them to the next form task.
Notify contractor - quote accepted

Repairs complete

The contractor leaves notes about the repair work if necessary, and indicates that the job has been completed before saving the form.
Repairs complete

Notify - repairs complete

An email is sent to the trustees, managing agent and owner/tenant, informing them that the repair work has been completed, and detailing the feedback given by the contractor in the previous form task.
Notify - repairs complete

After the 'Notify - repairs complete' email has been sent, the 'Repair' sub-taskflow is complete. This also completes the 'Get contractor' sub-taskflow, as well as the entire 'Property maintenance & repairs' taskflow.

Section 7: The 'Complexes' taskflow

As mentioned at the beginning of this guide, the ‘Property maintenance & repairs’ taskflow (which has just been completed) works in combo with the 'Complexes' and the 'Suppliers' taskflows, which we will now explain. Before using the 'Property maintenance & repairs' taskflow, the 'Complexes' taskflow first needs to be completed by the managing agent.

Complex

The 'Complexes' taskflow consists of only one form.

The first part of this form is a paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this taskflow: This paragraph contains instructions on how to personalize the taskflow for you and your company. If you intend to run the taskflow, these changes can not be ignored.

The managing agent adds a complex (or an apartment or residential unit) to the database by filling in this form. Saving the form will update the information about the complex and include it in the dropdown list of complexes in the 'Report an issue' form task. Although the form has been saved, the taskflow will remain open. At any point, the managing agent can revisit this form in order to make changes to it.

This makes it very easy for the managing agent to add a new complex or change the details for existing complexes. Should the managing agent want to remove a complex from the database, they will need to delete its taskflow in the 'Live Taskflows' view.
Complex


Section 8: The 'Suppliers' taskflow

Before using the 'Property maintenance & repairs' taskflow, the 'Suppliers' taskflow first needs to be completed by the managing agent.

Register as a new supplier

The first part of this form is a paragraph that's titled: !!! IMPORTANT CHANGES you need to make BEFORE running this taskflow: This paragraph contains instructions on how to personalize the taskflow for you and your company. If you intend to run the taskflow, these changes can not be ignored.

The taskflow starts when a new company registers as a supplier by filling in the 'Register as a new supplier' form. This is a 'published task' - anybody can view and complete this form, they do not have to be a logged-in user.

This form can be embedded into the managing agent's website, making the process of getting new suppliers much easier.
Register as a new supplier

New supplier registration

The managing agent receives an email informing them that a new supplier has registered. They're instructed to check their details in the next form task.
New supplier registration

Confirm supplier

The managing agent checks the suppliers details and makes changes as necessary before saving the form.

Saving the form will confirm the supplier and add them to the database, including them in the dropdown list of suppliers in the 'Choose contractor' form task. Kotive pre-populates the fields in this form with dynamic field tags that pull in the supplier's information from the 'Register as a new supplier' form task.

The taskflow will remain open when the form is saved, and at any point, the managing agent can revisit this form in order to make changes to it.

This makes it very easy for the managing agent to add a new supplier or change the details for existing suppliers. Should the managing agent want to remove a supplier from the database, they will need to delete its taskflow in the 'Live Taskflows' view.
Confirm supplier

The 'Confirm supplier' form task is the last task in the 'Suppliers' taskflow.

Next, learn how to get started with this taskflow...

See the guide on how to quickly set up and link the 'Property maintenance & repairs' taskflow solution with the 'Complexes' and 'Suppliers' taskflows, or contact us and ask us to set it up for you.
Get started now and clone this taskflow directly into your Kotive account for free.

The Property maintenance & repairs taskflow is automatically copied into your account when you select it. Want to make one or two changes to fit your situation better? No problem!