Property Maintenance Request Workflow

Do I need to set this up from scratch, or can I use it right away?

You can publish this template as-is and it's live in seconds — there's no lengthy setup project. Once published, your team can start logging and processing maintenance requests immediately, and you can adjust steps or fields later as you learn what works for your property or organisation.

Can my team customise the triage and approval logic?

Yes, you can edit the AI triage confidence thresholds, the manual review criteria, and the quote approval rules directly inside assess.one. You can also change who reviews low-confidence triage results or who needs to approve quotes above a certain value, without needing any developer help.

Is this suitable for both tenant requests and internal staff requests?

Yes, the workflow is designed to capture requests from either source and treat them the same way from that point on. You can customise the intake form or add fields to distinguish request type if you want separate reporting later.

Who needs access to this workflow?

Typically you'll want requesters (tenants or staff) able to submit requests, a triage or facilities manager to review AI decisions, and contractors or maintenance staff who get assigned jobs. Access and permissions for each role are configured inside assess.one, so you control exactly who sees and does what.

What happens when a request needs a quote before work can start?

The workflow routes the request to the 'Route on Quote Requirement' step, and if a quote is needed, it moves to preparation and then to an approval step. If the quote is rejected, it automatically restarts quote preparation so a revised quote can be submitted, keeping everything on record rather than lost in email threads.

How does the AI triage actually decide priority?

The AI triage step assesses the request details and assigns a confidence level along with a suggested priority. If confidence is high, it moves straight through; if it's low, the request routes to a manual triage review so a person makes the final call. This keeps things fast for clear-cut cases while adding a safety net for anything ambiguous.

What if a request gets declined — what does the requester see?

If a manual review determines the request shouldn't proceed, the status is set to Declined and the requester is automatically notified. This keeps requesters informed rather than leaving them wondering why nothing happened after they submitted a request.

Do we need separate software to manage contractors or approvals?

No, everything runs inside assess.one — assignment, quote requests, approvals and status tracking all happen in the same platform. Notifications to contractors, approvers and requesters are configured directly in assess.one rather than through separate tools.

How long does implementation actually take?

Publishing the template takes minutes, and your team can start running live maintenance requests through it right away. There's no multi-week rollout — you go live fast and refine the workflow's steps and rules as real requests come through.

Can we track how long requests take from report to completion?

Yes, because every status change — Received, Triaged, Assigned, Awaiting Quote Approval, Completed — is timestamped as part of the workflow. This gives you a clear record for reporting on response times, contractor performance, and where delays tend to happen.