Visit 1 · Villa C-14
- Technician
- Ali, Neighborhood Maintenance
- Window
- 10:00–12:00
- Arrived · left
- 09:55 · 10:40
- Parts
- R410A gas, 0.8 kg
- Work done
- Leak check, gas refill, filter cleaned.
Every case reaches the right hands.
Your own team, a contractor per trade, or both. Rules route every new case, the provider accepts it or hands it back, and the office sees why it went where it did.
Try the routing
- 1Any problem at P1 · any timeNeighborhood Maintenance (in-house)
- 2Plumbing or water · blocks A–GDelta Plumbing (contractor)
- 3Plumbing or water · blocks H–P, towersAtlas Plumbing (contractor)
- 4Electrical · after hoursVolt Electric (on call)
- 5AC, electrical, generator · working hoursNeighborhood Maintenance (in-house)
- 6Doors and locks · any timeArch Carpentry (contractor)
- Nothing matchesThe office queue
What happened
Your team, their trades, one case.
About half the time a compound runs its own team; otherwise it contracts companies per trade, and many mix both: the in-house team inspects first, then passes specialist work on. A hand-off never starts a new case.
Neighborhood Maintenance · in-house
Inspects: leak under the sink, the main pipe needs replacing.
Atlas Plumbing · contractor
Receives the whole case and finishes the job; the SLA clock keeps running.
The dispatcher's day, and the technician's.
The dispatcher assigns technicians and lays out the day. Each technician sees only their own visits: the unit and its pin on the map, a checklist, photos and parts.
0809101112131415
Ali
C-14AC
F-03Heater
B-22Generator
Omar
H-09Electrical
Tower 1Pump
Yusuf
K-07Inspection
D-11Lock
Dashed: a follow-up visit waiting for a part.
Every visit is a record.
A case may take more than one visit. Each visit keeps the technician, the window, arrival and departure, the work, parts, photos and the outcome, and that is what the first-time-fix rate is counted from.
A clock on every case, an approval on every cost.
Each category and priority has a response time and a resolution time, with a warning before a breach. Each provider has a limit it can spend without asking; above that, the quote goes to the office, then to the resident if they are paying.
| Priority | For example | Response | Resolution |
|---|---|---|---|
| P1 emergency | Gas leak, flooding, total power loss | 30 min | 4 h |
| P2 urgent | AC not cooling in summer | 2 h | 24 h |
| P3 normal | Dripping tap, sticking lock | 24 h | 3 days |
| P4 cosmetic | Paint, a hairline crack | 3 days | 14 days |
Open cases, on the map.
The repairs lens lights every home with an open case, so the office sees where problems cluster. Point at a roof to see the case.
The 3D model needs a browser with WebGL.
A scorecard for every provider.
Every case already records what matters: on time or not, fixed first time or not, the rating, reopens and the cost. The scorecard groups it per provider, per period, per compound.
| Provider | Cases | SLA met | First-time fix | Rating | Reopened | Cost per case |
|---|
coming Preventive maintenance: recurring schedules for AC servicing, generators, lifts, pools and water tanks that open their own cases.
Interested? Let's talk.
Tell us about your compound and we'll get back to you.