Convert the report into a usable brief
Start by recording the observable issue, property address, affected area, when it began and whether safety or ongoing damage is involved. Ask for clear photos only when the occupant can take them safely. Separate the tenant’s description from any diagnosis and record previous related work if it is available.
Add the owner’s approval limit and escalation contact, but do not disclose financial or personal information that the service provider does not need. State whether an inspection can proceed before a quote, whether materials require approval and what evidence is needed at completion.
Coordinate access and communication
Confirm who may authorise entry, the permitted access window, key or concierge arrangements, pets, alarms, parking and any site rules. Give occupants the attending provider’s identity when known and a contact path for changes. Do not treat a preferred window as a confirmed appointment until the provider accepts it.
For occupied homes, keep communication proportional. The provider needs job and access information, not the occupant’s broader history. Record consent for any photos that include personal belongings and ask providers to focus completion images on the repaired area.
Use one record through to completion
Keep the original request, accepted scope, quote or estimate, provider identity, applicable credentials, access confirmation, variations and completion notes together. If a provider finds a different cause or additional work, require an updated written scope and approval before continuing, except where immediate action is authorised and necessary to make a hazard safe.
Ellis offers a single intake point and may coordinate work through an Ellis team or a vetted service partner. The service and postcode are manually checked before serviceability is confirmed. Property managers should still confirm the attending entity, credentials relevant to regulated work, pricing basis, timing and invoicing details for each job. No portfolio-wide coverage or response time should be assumed without an agreed service arrangement.
Close the loop with the occupant and owner after completion. Record what was done, any exclusions, recommended monitoring and whether a separate follow-up is required. Completion photos should show the relevant area without unnecessary personal detail. Reconcile the invoice against the approved scope and documented variations before filing the job record securely for future reference.
Questions from this guide
What should a property manager include first?
The observable problem, address, priority, safe photos, access process, approval path and known job history.
Can one request cover a whole portfolio?
Each property and task still needs serviceability, scope, provider and access confirmation unless a separate arrangement says otherwise.
Who invoices the job?
That must be confirmed for the specific booking, including the contracting and attending entities and the agreed payment process.