Repairs reporting — JNCO TRADING LTD

AWhat is asked when a report is taken, and why each answer is asked for

A repair report is taken in writing wherever possible, because a written report carries its own date and its own wording. Whatever arrives, the office writes the same seven things onto the log before anything else happens, and a report missing one of them is chased before it is sorted.

The unit: Address and tenancy reference. Without the reference the report cannot be filed behind the right tenancy, and two units on one stair can be confused on paper.
What has failed: The thing itself, in the household’s words, not a category: “the kitchen tap drips when it is turned off” rather than “plumbing”.
What it stops: What the household cannot do because of it. This is the answer that decides the lane, so it is written down rather than inferred.
When it started: A date where there is one. A fault reported three weeks after it began is a different job from one reported the same morning.
Secure and dry: Whether the home is lockable and whether water is contained. Asked plainly, on every call.
Access: Which days and which part of the day somebody will be in, and anything an operative needs to know at the door.
Who reported it: The name of the person reporting and their relation to the tenancy, so the office knows who it may call back.

BSorting, ordering, and the point at which a date is given

The report is sorted into one of the three lanes drawn on the front page, and only then given a target date. The lane decides which of the periods the office holds is counted; the counting itself is the arithmetic set out on Sheet A, with weekend days skipped for the lanes counted in working days and not skipped for the lane counted in hours.

The branch is the ordinary case, not the exception: a visit that found nobody in goes back to the sorting stage with a second appointment, and the no-access line explains the gap on the week’s log.

The works order carries the unit, the reference, the lane, the target, the description in the household’s words, the access arrangement and the appointment agreed. It goes to the operative who will attend. Nothing is ordered verbally.

CClosing out, and what counts as closed

A report closes when the operative returns the order marked with the date attended, what was done, what was fitted or replaced, and whether the fault is cleared. A fault that needs a further visit, a part, or a trade the first operative does not hold is not closed: it stays open on the log with the reason, and a second order is raised under the same reference.

This is why the weekly log repeats open lines rather than dropping them. A line that disappears tells the reader nothing; a line repeated for three weeks with a reason tells them what is stuck and why.

Closed: Attended, fault cleared, order returned and dated. The household is told on the call-back that it is recorded as cleared.
Open with a reason: Part ordered, second trade needed, access not gained, or the fault recurred after a visit.
Cancelled: Only in writing, with who cancelled it and why. A cancelled report keeps its line and its reference.
Re-reported: The same fault reported again after a closure gets a new reference, cross-referenced to the old one so the pair can be read together.

Nothing on this page states how long any of this takes. The periods counted against the three lanes are on the instruction the office holds; Sheet A on the front page counts with whatever figures are typed into it and asserts no standard of its own.