Admin requests

In one minute

Some platform features can only be changed by the LightWork team (super admin level). This page lists what those features are and how to request changes.

What requires a LightWork admin request

The following configuration is managed centrally by the LightWork team:

Feature	What can be changed
Job categories and subcategories	Adding, removing, or modifying maintenance issue categories and their subcategories. These determine how Felicity classifies and triages maintenance issues.
Compliance check types	Configuring which certificate types are tracked (e.g. Gas Safety, EICR, EPC) and their renewal frequencies.
Billing and subscription	Changes to your billing plan, invoicing details, or subscription tier.
PMS integration setup	Connecting or reconfiguring a property management system integration.
System-level property configuration	Changes to portfolio-wide property settings that affect how LightWork operates across your account.
Custom workflow adjustments	Modifications to Felicity’s default workflow behaviour for your organisation.

How to request a change

Email support@lightwork.co with:

Your organisation name.
What you want changed - be as specific as possible (e.g. “Add a new maintenance category called ‘EV Charging’ with subcategories ‘Charger fault’ and ‘Installation request’”).
Reason for the change - this helps us understand the context and get it right first time.

Our team will confirm the change and the expected timeline.

Response times

Standard requests - processed within 2 business days.
Urgent requests - flag as urgent in your email subject line and we will prioritise accordingly.

Self-service vs admin requests

Most day-to-day operations are self-service in LightWork:

Self-service	Admin request needed
Adding knowledge base articles	Changing maintenance categories
Inviting team members	Changing compliance check types
Managing properties and units	PMS integration setup
Configuring permissions and routing	Billing changes
Connecting email and WhatsApp channels	Custom workflow adjustments

Communication

Data management

Configuration

In one minute

What requires a LightWork admin request

How to request a change

Response times

Self-service vs admin requests