> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lightwork.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Maintenance overview

> How LightWork manages maintenance issues from report to resolution.

## 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:

<Steps>
  <Step title="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](/maintenance/issues).
  </Step>

  <Step title="Verification">
    Felicity verifies the tenant's identity and confirms their property and unit details before proceeding.
  </Step>

  <Step title="Work order created">
    Once intake is complete, a work order is automatically generated with all the information collected (category, description, urgency, photos, access details).
  </Step>

  <Step title="Contractor engaged">
    Your team selects a contractor from your saved contacts. Felicity contacts the contractor to request availability and a quote. See [Scheduling](/maintenance/scheduling).
  </Step>

  <Step title="Landlord approval">
    Once a quote is received, landlord approval is required before scheduling can proceed. Your team records approval in the platform.
  </Step>

  <Step title="Appointment scheduled">
    Felicity proposes available time slots to the tenant, collects access instructions, and confirms the booking with both tenant and contractor.
  </Step>

  <Step title="Visit and completion">
    After the visit, Felicity collects completion evidence from the contractor and confirms resolution with the tenant. See [Completion](/maintenance/completion).
  </Step>
</Steps>

***

## 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                                    |

Felicity determines urgency based on the issue category and the tenant's description. Some categories (e.g. gas smell, exposed wiring) are always classified as emergencies.

***

## 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.

If your office has emergency escalation enabled, Felicity will direct the tenant to your emergency phone number.

***

## 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

See [Issues](/maintenance/issues) for how Felicity uses these categories during intake.

***

## 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.

***

## Getting started

The Maintenance module works automatically once your channels are connected. When a tenant reports a maintenance issue, Felicity will recognise the intent and begin the intake process.

Ensure your contractors are set up in the [CRM](/platform/crm) so your team can assign them to work orders.