Documentation Index
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In one minute
The Maintenance module handles the full lifecycle of a maintenance issue: from when a tenant reports a problem, through contractor engagement and scheduling, to completion and sign-off. Felicity coordinates between tenants, contractors, landlords, and your team at every stage.How it works
Every maintenance issue follows a structured workflow:Tenant reports issue
A tenant contacts you via email or WhatsApp about a maintenance problem. Felicity identifies the intent and begins the intake process, asking category-specific questions and collecting evidence. See Issues.
Verification
Felicity verifies the tenant’s identity and confirms their property and unit details before proceeding.
Work order created
Once intake is complete, a work order is automatically generated with all the information collected (category, description, urgency, photos, access details).
Contractor engaged
Your team selects a contractor from your saved contacts. Felicity contacts the contractor to request availability and a quote. See Scheduling.
Landlord approval
Once a quote is received, landlord approval is required before scheduling can proceed. Your team records approval in the platform.
Appointment scheduled
Felicity proposes available time slots to the tenant, collects access instructions, and confirms the booking with both tenant and contractor.
Visit and completion
After the visit, Felicity collects completion evidence from the contractor and confirms resolution with the tenant. See Completion.
Urgency levels
Every maintenance issue is classified by urgency, which determines the expected response time:| Urgency | Response time | Examples |
|---|---|---|
| Emergency | Within 24 hours | Gas leaks, complete power loss, major water leaks, broken locks (cannot secure property), carbon monoxide alarm |
| Urgent | Within 7 days | Heating failure, significant damp, broken essential appliances, partial power loss |
| Routine | Within 28 days | Dripping taps, cosmetic damage, non-essential appliance issues, minor cracks |
Emergency handling
When a tenant reports an emergency issue, Felicity takes immediate action:- Provides safety guidance appropriate to the issue (e.g. “If you smell gas, open windows and leave the property”).
- Directs the tenant to the relevant emergency service if applicable (e.g. National Grid Gas Emergency line).
- Escalates to your team immediately for urgent contractor engagement.
Issue categories
Maintenance issues are organised into categories and subcategories that help Felicity ask the right questions and determine urgency. The main categories include:- Gas supply - gas smell, supply interruption, appliance issues
- Heating and hot water - boiler failure, no heating, radiator problems, carbon monoxide
- HVAC - heat pumps, air conditioning, ventilation
- Leaks - kitchen, bathroom, ceiling, roof, pipe burst
- Drainage - blocked sinks, toilets, external drains, sewage
- Damp and mould - visible mould, condensation, rising/penetrating damp
- Electrical - power loss, sparking sockets, tripping circuits, smoke/CO alarms
- Locks and windows - broken locks, lockouts, broken glass, window problems
- Appliances - washing machine, fridge/freezer, oven, dishwasher
- Bathroom fixtures - toilet, shower, taps, bath drainage
- Structural - cracks, subsidence, floor/roof damage
- Other - pests, external areas, communal areas
What your team does
While Felicity handles most of the communication and coordination, your team is involved at key decision points:- Contractor selection - choosing which contractor to assign to a work order.
- Landlord approval - recording landlord approval for quotes.
- Escalation handling - responding when Felicity cannot progress (e.g. contractor unavailable, tenant disputes resolution).
- Invoice processing - confirming payment after job completion.