Define what counts as a ready work order
Before assignment, a request should have enough information for the next person to act. That usually means a clear location, observed symptom, urgency review, access notes, supporting media, and an accountable owner.
If a request is not ready, keep it in an intake state rather than disguising missing information as an assigned work order.
Use a small set of meaningful statuses
Statuses should answer what is blocking progress. A practical set might include needs review, awaiting resident, ready to assign, scheduled, in progress, awaiting parts, and complete. Avoid status lists so detailed that staff stop maintaining them.
Make assignment explicit
Every active request needs one accountable person or vendor, even when several people are involved. Record the assignment time, expected next step, and the information shared with the assignee.
Tie resident updates to operational changes
Send updates when the team receives the request, needs more information, schedules access, experiences a material delay, or believes the work is complete. Templates help, but each update should reflect the actual state of the request.
Close with evidence and a next check
Completion should capture what was found, what was done, who performed the work, and any recommended follow-up. For recurring or high-risk problems, create the next inspection or decision instead of relying on memory.
Frequently asked questions
What is the difference between a request and a work order?
A request describes a reported need. A work order is an actionable, assigned record with sufficient scope and accountability for the work to proceed.
How many maintenance statuses should we use?
Use the smallest set that clearly communicates the next action or blocker. For many small teams, six to eight operational statuses are enough.
What should be recorded at completion?
Record the diagnosis, work performed, person or vendor, date, materials or cost context when relevant, resident notification, and any required follow-up.