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In one minute

Once a maintenance work order is created, your team selects a contractor. Felicity then handles the coordination: requesting availability and a quote from the contractor, obtaining landlord approval, and scheduling the appointment with the tenant.

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Contractor engagement

1

Your team selects a contractor

From the work order, your team chooses a contractor from your saved contacts in the CRM. Select the contractor best suited for the issue category.
2

Felicity requests availability and quote

Felicity contacts the contractor with the job details and asks for:
  • 2-3 available time slots for the visit.
  • A quote for the work (explicitly confirming whether it includes VAT).
3

Contractor responds

The contractor can reply via email or WhatsApp. Felicity handles the following scenarios:
4

Felicity confirms with contractor

Once both availability and quote are received, Felicity sends a confirmation to the contractor summarising the proposed dates and quoted amount.

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Landlord approval

Before scheduling can proceed, landlord approval is required for the contractor’s quote.
  1. Felicity notifies your team: “Quote received - landlord approval required.”
  2. Your team requests approval from the landlord (this may happen outside LightWork or via a pre-drafted message).
  3. Once the landlord approves, your team records approval in the platform.
  4. If the landlord rejects the quote, your team selects a new contractor and the process restarts.
Landlord approval is a manual step to ensure cost control. Your team manages the landlord communication and records the decision in LightWork.

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Tenant scheduling

Once the landlord approves the quote:
1

Felicity proposes time slots

Felicity sends the contractor’s available time slots to the tenant and asks them to choose one.
2

Tenant confirms

The tenant selects a slot. Felicity also collects access instructions (key safe codes, buzzer details, whether someone will be home).
3

Booking confirmed

Felicity confirms the appointment with both the tenant and the contractor, including the date, time, address, and access details.
If the tenant declines all offered slots or cannot arrange access, Felicity escalates to your team.

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Reminders

Before the scheduled visit, Felicity sends reminders to:
  • The tenant - confirming the date, time, and any preparation needed.
  • The contractor - confirming the appointment details and access instructions.

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Rescheduling

If either the tenant or contractor needs to reschedule:
  • They reply to the conversation explaining they need a different time.
  • Felicity coordinates new availability and proposes updated slots.
  • If rescheduling cannot be resolved, it is escalated to your team.

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Escalation during scheduling

Felicity escalates to your team when: