Records and repair work were disconnected
Support staff repeatedly located unit numbers, contacts and technicians. Existing records were useful; the missing connection was a persistent record of the problem and its resolution.
Retain the records and clarify assignment
We checked property, resident and employee identities and permissions, distinguished shared-area from in-home issues, and agreed assignment, transfer and completion rules.
Keep each repair attached to its context
Requests, work orders, attachments and feedback link to the original property record. Reassignment and reopening retain history, with access limited to each role's needs.
Continue the work across shifts
Managers can see outstanding issues and responsibility, while support can check progress directly. Mapping tables, permissions and guidance help extend the system to further sites.